What makes a good citizen in service settings?

As service firms face intense pressure to improve service quality, contact employees have been asked to do more with less. It is important that managers understand the concept of organisational citizenship behaviours and attempt to motivate employees to exhibit such behaviours. This study developed and tested a model of how employees' perception of organisational support affects affective commitment (AC), which contributes to their citizenship behaviours in service settings. Questionnaire data from matched pairs of 318 contact employees and their supervisors demonstrated that both perceived organisational support (POS) and AC play strong, central roles in determining contact employees' exhibition of citizenship behaviours. In addition, AC was found to be an effective mediator linking contact employees' perception of organisational support to their citizenship behaviours.     

Are business ethics and engineering ethics members of the same family?

The thesis of the paper is that there are no important differences between problems in business ethics and problems in engineering ethics. The problems are both of the same logical type. What keeps this contention from being obvious is that many view engineers as professionals and business persons as nonprofessionals. If you accept the traditional definition of professional neither engineering nor business qualify. If you adopt the attitudinal definition of a profession which I propose, both practitioners could be professionals. This thesis is then tested by applying it to six specific issues in business and/or engineering ethics. Norman E. Bowie is Director at the Center for the Study of Values and Professor of Philosophy at the University of Delaware. Previously, he was Executive Secretary at the American Philosophical Association and received the Phi Beta Kappa Award. Important publications: Ethical Theory and Business, co-editor with Tom Beauchamp, Prentice Hall, 1979, Ethics, Public Policy and Criminal Justice, co-editor with Fred Elliston, Oelgeschlager, Gunn & Hain, 1982, Ethical Theory in the Last Quarter of the 20th Century, editor, Hackett Publishing, 1983, and Making Ethical Decisions, editor, McGraw-Hill (forthcoming). He has also written numerous articles in professional journals.An earlier version of this paper was read at a conference on applied ethics as part of an NEH sponsored project, National Project on Philosophy and Engineering Ethics, University of Florida, January 13–15, 1982.     

Not for turning? Power,institutional ethos and the ethics of irreversibility

Adoption of an ‘ethics of reversibility’ can seem fashionably enlightened, even democratic, but appears less radical when issues of power are opened up. Adopting the motif of keeping, this paper sets its questioning of an on-going individuation of ethics within the context of an insidious reduction of institutional mores to business parlance. Keeping Derrida's ‘philosophy of reversals’ in view, the discussion resists the double bind of attempts to make higher-level decisions ever more ‘irreversible’ on the one hand, while devolving ethical responsibilities for outcomes downwards on the other. In criss-crossing, back and forth, on variations of these themes, the aim of the paper is to contest a division of moral labour in which the more powerful style themselves as ‘not for turning’, while those dispossessed of authority are left to vacillate within the market agendas of flexibility and transparency.     

Rural–urban migration,urban unemployment and the structural transformation of a dual economy

This paper restructures the Harris–Todaro model in such a way that rural–urban migration in the presence of urban unemployment brings in the structural transformation desired for a developing dual economy by expanding the industrial sector before any policy is introduced to cure the domestic factor market distortion. Furthermore, migration may also help to eliminate unemployment as well as the wage gap in the economy. When international trade is introduced in this restructured dual economy, trade policies would have new implications; for example, unlike in the original Harris– Todaro structure, the import tariff may bring full employment and eliminate wage gaps between the sectors.     

FDI and the skill premium in a North–South global economy

The effect of FDI from North to South countries on the skill premium of both groups of countries is examined. The lower wage of unskilled labor in the South induces the Northern firms to shift the unskilled labor intensive production processes in the South. FDI occurs in an unskilled labor intensive activity, but in a skill-intensive sector. It is shown that this leads to an increase in the skill premium of skilled labor in both North and South.     

Partnering with universities: a good choice for nanotechnology start-up firms?

The role of universities in supporting economic development has been explored in studies emphasizing the mechanisms of technology transfer and knowledge spillover. However, in addition to these forms of intellectual capital, university scientists bring other resources into research collaboration and contribute to firm partnerships in both direct and indirect ways. This paper develops the concept of resource spillover, which captures the various ways in which firms can benefit from collaborations with university scientists. The study categorizes the resources possessed by university scientists into intellectual capital, social capital, and positional capital, and tests the impact of each on the performance of firms. Using a sample of new nanotechnology-based firms in the USA, the study finds that the benefits to firms from university scientist research collaboration include enhancements to perceived research capacity and technology potential, which in turn may increase chances of securing external funding.     

Why do consumers purchase goods and services in the informal economy?

To evaluate critically the dominant discourse that consumers acquiring goods and services in the informal economy are rational economic actors seeking a lower price, the results of a 2007 Eurobarometer survey involving 26,659 face-to-face interviews in 27 European Union member states form the basis for analysis. The finding is that achieving a lower price is the sole motive for just 44% of informal economy purchases, one of several rationales in 28% of transactions, and not a rationale in 28% of acquisitions. Consumers also use the informal economy to circumvent the shortcomings of the formal economy in terms of the availability, speed, and quality of goods and services provision, as well as for social and redistributive reasons, with multilevel mixed-effects logit regression analysis revealing how the prevalence of these rationales significantly varies across populations. The paper concludes by discussing the theoretical and policy implications of the findings.     

Joint service,pricing and advertising strategies with tourists’ green tourism experience in a tourism supply chain

We consider the supply chain in the tourism industry, in which tourists are susceptible to the tourists' green tourism experience when they make purchase decisions for a green tourism product. Our research considers a green tourism supply chain (GTSC) consisting of one scenic spot (SS) and one travel agency (TA), and studies the joint green tourism service, pricing and advertising problem of the SS and the TA. We establish Stackelberg differential game models between the SS and the TA in the centralized, decentralized and revenue-sharing scenarios, and apply Pontryagin's maximum principle to obtain the dynamic equilibrium solutions of the GTSC members. Based on the three different scenarios, we analyze influences of the tourists' green tourism experience concern level, the wholesale ticket price and the sharing ratio on the optimal decisions and performances of the GTSC. This paper is the first quantitative research to study the green tourism service effort, pricing and advertising strategies of the GTSC members and design GTSC improvement contract with considering the green tourism experience. Our results provide management insights for the SS and the TA to manage GTSC under the green tourism preferences and the green tourism experience of tourists.     

Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator

This study investigates the structural relationships among customer-related social stressors (disproportionate customer expectation, ambiguous customer expectation, disliked customers, and customers?? verbal aggression), emotional exhaustion, and service recovery performance, with customer orientation (CO) serving as a moderator between customer-related social stressors and emotional exhaustion as well as emotional exhaustion and service recovery performance. The study uses data collected from a survey of 1,014 frontline service employees in Korea??s tourism service sectors. The results indicate that customer-related social stressors positively influence emotional exhaustion; emotional exhaustion negatively influences service recovery performance; and CO acts as a moderator. CO moderates both the effects of customer-related social stressors on emotional exhaustion and those of emotional exhaustion on service recovery performance, by weakening the effects for higher CO employees. This study contributes to both theory and practice by combining the four constructs of customer-related social stressors, emotional exhaustion, service recovery performance, and CO in addition to examining their relationships while focusing on customer-related factors.     

How do interorganizational and interpersonal networks affect a firm's strategic adaptive capability in a transition economy?

This paper examines the effects of a firm's interorganizational network characteristics and a CEO's interpersonal network ties on a firm's strategic adaptive capability in a transition economy. Using a unique survey dataset of 250 Chinese firms, the paper focuses on the compositional diversity of a firm's interorganizational network and the structural holes in a CEO's interpersonal network. The results show that an interorganizational network that is diverse in composition and an interpersonal network that is rich in structural holes have significantly positive effects on a firm's strategic adaptive capability in China's transition economy. However, a negative interaction effect occurs between interorganizational network diversity and interpersonal network structural holes. The results suggest that managers simultaneously consider both the individual and joint effects of interorganizational and interpersonal network characteristics when developing firm strategies.     

Market or society? Dual orientations and the impact on innovativeness in media organizations

Shortening life cycles of products and new technologies make innovation a vital part of the long-term growth and survival of firms. Interestingly, media firms see themselves in a particular difficult position in innovation because traditional values such as public information access, good taste, information diversity, and social responsibility can be in conflict with the market success of certain new media products and services. This is also a key reason why there are public media firms in certain information markets in the first place. In this study, two different orientations in media organizations are studied simultaneously, namely “market orientation” and “social responsibility orientation” in relation to innovativeness. Based on a sample of 54 Dutch media organizations, we find that firms scoring high on both dimensions are not necessarily more or less innovative (indicating that innovations emerge in the whole orientation space). What is important for innovativeness is the degree to which professionals identify with the orientations of the firm. The broader implications of a more prominent role of social responsibility in NPD are discussed.     

What is the potential growth rate of the U.S. economy,and how might policy affect it?

The answer to the question “What will future potential growth be?” is as important as it is unknowable. This paper attempts to predict future U.S. potential output growth by combining what is unknown (future productivity growth, the performance of the labor market) with what is known (the evolution of the age structure of the population). It does so in two ways. First, this paper uses the historical experience of potential labor productivity growth, labor force participation, and weekly hours to simulate a range of outcomes for future potential growth—finding a 90% confidence interval that ranges from 0.7% annual growth to 3.0% annual growth, centered by construction around the Congressional Budget Office projection of 1.8% annual growth. Second, the paper examines a range of specific economic policies that the Trump Administration might pursue in terms of their impact on economic growth both in the short run and over the next decade—finding that an outer bound of these policies could be plus or minus 0.5 percentage point on the annual growth rate, but that these policies would most likely subtract a small amount from growth.     

Artistic intervention,intellectual capital,and service innovation: a case study of a Taiwan’s hotel

This study adopts the perspective of artistic intervention to argue that art is a catalyst. Interdisciplinary cooperation between artists and managers prompts artists to enter the corporate world, intervening in organizational routines and operations and thereby promoting service innovation. This paper, which also adopts the perspective of intellectual capital (IC), explores the characteristics of IC management through an in-depth case study of a successful art-focused Taiwanese hotel that has adopted long-term artistic intervention. The results show the importance of analyzing IC as a stock of resources. Hotel managers must emphasize the importance of managing the physical and the intangible resources, and both embedded in employees and processes of hotels. The relationship of a hotel with its external stakeholders and customers are particularly good sources for improving IC and promoting service innovation. This paper has management implications for the artistic interventions of the studied hotel and recommends future research directions.     

Work force ageing and expanding service sector: a double burden on productivity?

Expansion of the service sector has often been considered as a threat to aggregate productivity. We examine whether work force ageing is a cause of further concern in the service sector, using matched employer–employee data from Finland. The results show hump-shaped relationships between average age of the work force and establishment productivity. The results vary somewhat across different service industries (hotels and restaurants, trade, transportation, and business services). The conclusion is that there is some worry about a double burden from ageing of the work force and expansion of the low-productivity service sector, especially in the labour-intensive, low-skill fields.     

The common sources of business cycles in Trans‐Pacific countries and the US? A comparison with NAFTA

This paper uses both a non‐structural and a structural approach to investigate the drivers of the business cycles in the US and 15 Trans‐Pacific (TP) countries. Our non‐structural analysis, based on a principal component methodology, reveals the shares of variation in macroeconomic variables that are due to factors common to both the US and the TP region, and factors that are region‐specific. We obtain similar measures by using a structural model (an estimated two‐country dynamic stochastic general equilibrium model) that allows for common and correlated shocks across the two regions. The clear and common finding from our analyses is that common shocks explain a substantial amount of macroeconomic variation. Comparison with the NAFTA region, along this dimension, reveals that the US economy is more similar to the TP region (a wider region that also includes Mexico and Canada) than its two neighbours.     

The smarter,the better?! Customer well-being,engagement, and perceptions in smart service systems

Smart service systems – that is, configurations of smart products and service providers that deliver smart services – are striving to increase the smartness of their offering, but potential consequences for customer well-being are largely overlooked. Therefore, this research investigates the impact of smartness on customer well-being (here, self-efficacy and technology anxiety) through (1) customer engagement with different smart service system actors (here, smart products and service providers) and (2) customer perceptions (here, personalization and intrusiveness perceptions) and their associated importance (here, need for personalization and intrusiveness sensitivity). A scenario-based experiment (n = 730) – which is preceded by a systematic review to conceptualize smartness – shows that customers perceive more personalization than intrusiveness in case of higher levels of smartness, resulting in customer engagement with the smart product and to some extent with the service provider. Via customer engagement with the smart product, higher levels of smartness stimulate self-efficacy, especially for customers with a high need for personalization. When customers' need for personalization is high and their intrusiveness sensitivity is low, higher levels of smartness also reduce technology anxiety via customer engagement with the smart product. Hence, the conclusion is: “The smarter, the better!”, whereby the relationship between smartness and well-being (here, self-efficacy and technological anxiety) is significantly influenced by customer heterogeneity. These findings help business practitioners in boosting customer well-being by increasing customer engagement through higher levels of smartness of their service system.     

Is the system reliability profitable for retailing and consumer service of a dynamical system under cross-price elasticity of demand?

Retailing strategy is one of the most crucial factors for industries. A proper retailing strategy can help to enhance consumer service and increase the industry's profit. An improved approach to retailing is suggested in this research to deliver superior customer service while maximizing profits in a dynamic system. The study analyzes a retailing strategy for a demand with cross-price elasticity upon the retail price. A product's cross-price elasticity and the system reliability are critical factors in retailing. Understanding the cross-price elasticity of demand between products helps retailers to make pricing decisions that maximize profits by maintaining demand. Imperfect products are produced due to an imperfect production system. The imperfect ones must be adjusted with some costs to make them perfect for better retailing. The system failure rate is crucial for retailing under cross-price elasticity of demand patterns. Production system reliability, cross-price elasticity of demand, and consumer service are all essential factors that can impact a company's success in the market. The production rate is considered time- and system failure rate-dependent. Contradictory to the literature, a dynamical system is proposed for improved retail management, which is solved using the Euler-Lagrange theory. Finally, one can achieve the expected maximum profit for this retail system with optimum selling prices for different products by reducing the system failure rate. Some numerical illustrations with graphical representations are provided to validate the current study. Numerical examples show that applying cross-price elasticity of demand for more than two identical products provides 35% more profit for the retail industry than a single type of product.     

Phoenix Bicycles-Opening up the Market with a Namebrand and Consolidating It with Quality Service

In the wake of the inflow of international capital into China's bicycle industry in the past decade, China's domestic bicycle market is seeing fiercer competition, with production exceeding sales. The Phoenix Brand bicycle, one of China's ten famous brands, has been maintaining a high market share on the domestic market over the last few