Consumer Decision-Making in the Purchase of Estate Agency Services

The paucity of research into the ‘demand side’ of services can becontrasted with the plethora of ‘supply side’ investigations. Thispaper reviews consumers' pre-purchase choice and decision-making in services, and summarises the findings of a survey ofproperty vendors who have purchased the services of estateagents. The findings highlight the importance of non-rationaldecision-making in estate agency service purchase, and the keyrole played by personnel in shaping consumer behaviour; whilesuggesting that price and physical appearance of the serviceprovider are not major evaluative criteria. The paper concludesthat existing theory on consumer behaviour for services is inadequate and calls for the imbalance of research into the ‘demand side’ to be addressed.     

Sponsorship

Sponsorship, the ‘soft sell’ of advertising, may well become a typically British compromise reached by Professor Alan Peacock's Home Office committee ‘to assess the effects of the introduction of advertising or sponsorship on the BBC's home services’. The author, who is one of the pioneers of British commercial television, has written this survey of television sponsorship opportunities, particularly for advertisers who are now contemplating the allocation of millions of pounds to this ‘new’ television medium.     

Why Companies Hire Lobbyists

A sample of those responsible in big businesses for hiring lobbyists was interviewed. ‘Propensity to hire’ depends on internal needs for services offered: on needs for access to decision-makers; for representation; and for policy advice and administrative support. Demand for services is not constant: even within one company, it is contingent on externalities. ‘Propensity to hire’ seems not to relate to corporate size. It depends on several factors: experience and capacity of corporate staff; supply side ativities by hired lobbyists (aka commercial lobbyists); the company's strategic position in the economy; expectations in their economic sector, and the challenges faced.     

Trade Costs and Changes in Canada's Trade Pattern

This paper measures the size and composition of non‐tariff trade costs such as transport, wholesale, and network costs incurred in Canada's merchandise trade using Statistics Canada's latest ‘trade margins’ statistics. It examines how changes in these trade costs have influenced Canada's merchandise trade pattern and the course of economic integration. Our results show that as tariffs have been substantially reduced and largely abolished, costs associated with transport and distribution services now appear much larger than remaining customs duties; therefore, liberalisation in services might be the next key step in promoting greater merchandise trade. Further, reducing transport and other trade‐related costs has helped ‘reverse’ the ‘home market effect’, expanding Canada's domestic demand and production for exports of differentiated products.     

A SELECTION FROM THE RESER CONGRESS IN GRANADA—Growth,Employment and Location of Services: New Trends in a Global World

RESER is an interdisciplinary European network of social scientists linked by a common interest in service industries, occupations and geographies. The annual RESER research conference has become the annual platform and meeting place for European researchers and policy makers working on service providers. It offers an opportunity for the exchange of ideas concerning the cutting edge of service research and is open to all researchers interested in the topic. The RESER 20051 1. The 2005 RESER congress was held in Granada (Spain). The congress theme was ‘Growth, employment and location of services: new trends in a global world’. View all notes conference was focused on the theme ‘Growth, Employment and Location of Services: New Trends in a Global World’. The conference dealt with three main issues: i) service competitiveness, ii) outsourcing, off shoring and delocalisation: implications for services and iii), challenges for public services in a global world.     

Rhetorics and realities of management practices in Pakistan: Colonial,post-colonial and post-9/11 influences

This study explores how colonial laws and administrative practices shaped the evolution of employment management in Pakistan. It identifies important mechanisms used by the British Raj (the period of British rule of the subcontinent) to institutionalise legal and administrative frameworks: the legacies of these structures continue to influence contemporary management practices in government sector organisations. This article investigates the legacy of the Raj's ‘quota system’ in the civil services and the doctrine of the ‘martial race’ in military services, both of which offered enduring structural advantages in the labour market to designated groups. It further considers the implications of the study's findings for international HRM in particular, but also management theory, comparative HRM and comparative management in post-colonial societies.     

Flow and consumers in e-based self-services: New provider–consumer relations

This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores how knowledge services can be appropriated along these lines given that the service is delivered in the form of a self-service. We argue that the service must remain in ‘flow’ at various points of consumption, which are critical; this is in order to produce the positive reactions of ‘improvement’ and ‘voice’. Whether this happens depends on the ‘flow competencies’ of the consumer.     

The Provider-Customer Interface in Business and Professional Services

On the basis of several nationalandinternational studies in thefield of business and professional services the aim of this paperistoreconsider the core question of provider-customer interface. It first shows that the question of the relationships between internal and external business services may not only be posed in terms of substitution but also in terms of complementarity and interaction. It then analyses the interface as a ‘moment of truth’(i.e. as a process of interaction, as a form of organisation, and as part of both the client's and the consultant's value chain) a ‘moment of trust’ (based upon various modes of interaction and various logics of interface) and a moment of thrust (thanks to innovation).     

Marketing and Professional Services: the Case of Consultancy Engineering

Professional services suffer from a dearth of literature on marketing, especially in New Zealand. Like other professioal services, consulting engineers have expressed particular concern on how to adapt to the present competitive environment. A survey of New Zealand consulting engineers indicated that the use of marketing techniques within consulting engineering practices is uncoordinated in nature and there is disagreement as to the most efective method of attracting clientele. The lack of coordination of marketing techniques is best illustrated by the majority of consulting engineering practices competing on price, while actually perceiving service quality as the most important method for success. Within consulting engineering practices, marketing is becoming a legitimate management function. However, evidence can be seen to illustrate that the ‘trappings' of marketing prevail rather than the ‘substance’ which is needed to have the customer-driven orientation fundamental to the implementation of the marketing concept.     

Therapeutic servicescapes: Restorative and relational resources in service settings

This article introduces the concept of ‘therapeutic servicescapes’ to the retailing and services discipline. In the health literature, therapeutic landscapes emerge when physical and social conditions in a geographically bounded space combine to produce an atmosphere that is conducive to human well-being. Traditionally, therapeutic landscapes have been associated with natural and leisure settings, such as parks, green spaces, and beaches. This work breaks new ground in the marketing domain by linking therapeutic landscapes to commercial retail establishments. This study empirically demonstrates the extent to which physical and social conditions may combine in a customer-centric grocery store to positively enhance customers' well-being and promote feelings of attachment to the establishment. Furthermore, this study reveals that customers' future behavioral intention are driven by the store's impact on their well-being and their desire to maintain ‘place attachment.’ From a managerial perspective, this work recommends that retail and consumer service organizations facing online competition focus on creating architectural and human resource conditions that promote consumer well-being and place attachment.     

How red is China's red capitalism? Continuity and change in China's financial services sector during the global crisis

Chinese capitalism cannot be captured by theoretical frameworks and concepts such as the ‘Varieties of Capitalism’ approach. Despite its integration into the world economy and the financial crises, the country has kept a stable Leninist basis of formal institutions. The case of financial services shows: (i) a resilience of the sector to the ‘Great Financial Crisis’ of 2008 and (ii) the use of the crisis as an opportunity. Examining the control of Chinese financial services shows that private interests and the regulatory authorities are intimately linked to the state apparatus and that there is no radical break in sight with China's unique blend of party state-led capitalism.     

Consumer Acceptance of Interactive Media in Service Marketing Encounters

This study considers a number of factors that could influence consumer acceptance of interactive information systems in complex service marketing situations. Further, it investigates the potential relevance of various theoretical perspectives to research involving new communication media such as videotex and teletext. Technical characteristics of the medium, which determine its degree of interactivity, are found to affect user perceptions of the medium's ‘personalness' or ‘social presence’. Characteristics of both the medium and the user are found to affect consumer acceptance of an interactive medium in a financial services setting.     

Production of (Pleasant) Time by Means of (Unpleasant) Time: Some Notes on Consumption Theory and Time Use

The aim of this paper is to propose an analytical framework wherein the individuals' choice problem is addressed in terms of alternative time‐consuming activities rather than alternative bundles of goods and services. In particular, the paper reverses Becker's (1965, The Economic Journal, 75 (299), pp. 493–517) proposal to approach the problem of time allocation by transforming the time spent in consumption into foregone earnings. The result of reversing Becker's approach is a model that represents each activity as a sort of productive process allowing pleasant time to be produced by consuming ‘direct’ unpleasant time plus the ‘indirect’ amount of unpleasant time equivalent to the market goods used up as inputs.     

International trade in financial services

International trade in financial services is a topic of some importance both to the financial services sector itself and in international trade negotiations. Unfortunately, intrinsic problems in defining and measuring trade in services, combined with a lack of data in many countries, have made empirical analysis of trade in financial services difficult. Recent improvements in data, although still providing only a limited coverage, do now provide a basis for analysis. In this paper, we use data from the OECD International Trade in Services Statistics 2001 database to conduct an analysis of trade in financial services based on standard theories and empirical techniques for international trade. Our results suggest that the key concepts of international trade are of use in understanding international trade flows in financial services. In particular, we find evidence of significant volumes of intra-industry trade in financial services, as well as significant volumes of inter-industry trade for some countries, including the UK. Using Balassa's ‘revealed comparative advantage’ index, the most highly ranked countries are Belgium-Luxembourg, Italy, Switzerland, the UK, the USA and Greece. Using the ‘net export ratio’, the countries that are ranked highest include Germany, Switzerland, the UK, the USA and Belgium-Luxembourg.     

Performance,reputation, and social responsibility in the UK's financial services: a post-‘credit crunch’ interpretation

This paper's origins lie in a perceived paradox whereby companies in Britain's financial services sector were externally promoted as ‘world class’ yet on a major peer survey of company reputations performed relatively weakly. The nature of this is explored across several components of reputation and reasons for the gap suggested. Recent events are seen as somewhat resolving the paradox; low reputation has apparently been justified by crises in the sectors; however, if that were the case, it raises questions about how any gap between reputation and reality came about and who was responsible for creating a false impression.     

Innovation patterns and their effects on firm performance

This study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms’ major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: ‘service delivery-based high-technology', ‘service delivery and customer interaction-integrated', ‘customer interaction-based high-technology', and ‘strongly balanced’ innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance. Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance.     

Does Religious Similarity Matter in International Trade in Services?

Impacts of religion on trade in services were examined using gravity models with two estimation methods: Poisson pseudo‐maximum likelihood (PPML), to correct for heteroscedasticity and bias due to the exclusion of zero trade flow, and standard Heckman correction to compensate for sample selection bias. We found that religious similarity contributes to increased international trade in services by establishing ‘trust‐related institutions’. Second, religious pluralism (variety) fosters trade even more than religious similarity, suggesting that in facilitating trade, religious openness matters more than religious similarity. Third, a strong dominant religion discourages trade in services, whereas the presence of religious minorities encourages trade in services. A highly significant inverse Mill's ratio (IMR) result indicated the presence of sample selection bias, indicating that controls are necessary to prevent estimation bias. This study concluded that religion is an important determining factor for trade in services, positively affecting interpersonal trust and thereby reducing institutional distance between countries.     

Combinational and dislocated knowledge and the norwegian client-consultant relationship

This article makes two contributions to the literature on producer services. First, the ‘knowledge combinational’ problem of small firms is identified and explored in relation to the interplay of forms of internal and external expertise and knowledge. Second, the role geographic distance plays in a company's decision to employ a particular consultant is explored. The importance, in specific situations, of forms of dislocated expertise or knowledge is identified. By this is meant external expertise that is removed from the client's local social milieu. The article is based on detailed case studies of two small Norwegian companies.     

A franchise: a resource-rich small service firm?

Internationally, the small firm community has been the focus of attention from academics and policy makers for several decades. On the other hand, franchising of services is a relative newcomer, particularly in the United Kingdom, and has not received the attention that this form of business organisation warrants. This article investigates the extent to which franchising represents the intelligent leverage of resources by ‘small firm’ owner-operator franchisees, focusing on one major ‘benchmark’ franchisor in the UK – McDonald's Restaurants Ltd. The article enables the exploration of the profile of individuals attracted to franchising and the associated resources, costs, tensions and contradictions, and moves discussion towards conclusions based on a resource scarcity/efficiency thesis from the dual perspectives of the franchisee and franchisor.     

Myth,Sin and Redemption in Capital Account Liberalisation

The Fund's argument that capital account liberalisation in developing countries might appeal for justification to the recognised gains from free trade in goods and services was seriously undermined by the Asian financial crisis. Perhaps the most remarkable critique in view of his pre‐eminence in the development of international trade theory and policy was a short paper by Jagdish Bhagwati in which the Fund's parallel was described as a ‘myth’. Taking up the argument he advanced, this article explores further the underlying weakness of the Fund's case. Jagdish emphasised the discrepancy between the nebulous long‐term benefits from capital flow liberalisation and the painful consequences of the crises that they had recently occasioned. The relevance of the ‘original sin’ hypothesis in determining the magnitude of these costs is therefore discussed here with attention drawn to country inability to borrow readily in their own currencies as a reason for their acute exposure to exchange rate speculation. ‘Redemption’ for borrowers is then sought through an identification of sources of genuine comparative advantage in financial trade. Net flows of finance are not required for the realisation of these gains and a final section argues that there should be no presumption that net transfers improve welfare – just as Jagdish claimed.