“Standards” as a Service Marketing Tool

Abstract

Standards have the potential to be a significant tool in the marketing of services, just as they have been in the marketing of products. Ranging from regulatory to voluntary, product-based to producer-based, standards can increase the competitive position of a product by reducing customer uncertainty. However, the lack of a framework for understanding and designing standards has limited their application in service industries.

Examination of existing standards suggests a framework of five key dimensions. Through the example of chemical management services (CMS) we show how this can be done, resulting in three options for the CMS industry. Using this framework as a guide, other service industries can determine if a standard would provide significant competitive advantage and, if so, design the optimal standard for their market conditions.     

Predicting the poverty impacts of trade reform

There have been a number of high profile food safety disputes in trade over the past decade. These include the widely publicized case at the World Trade Organization between the US and EU over hormone-treated beef. In particular, consumers in some industrialized countries have expressed concern over the health implications of consuming beef produced with antibiotics and other artificial supplements. Developing countries are affected in a significant way in how these concerns are addressed, as well as the balance between risk and safety reflected in how standards are set. This paper examines the impact of drug residue standards on trade in beef and the trade effect of setting harmonized international standards. We find that if international standards set by Codex were followed in antibiotics, global trade in beef would rise by over $3.2 billion. Among other developing countries, South African exports would rise by $160 million, Brazil's by $200 million, and Argentina's by over $300 million.     

The ethical decision-making processes of information systems workers

An empirical investigation was conducted to determine whether management information systems (MIS) majors, on average, exhibit ethical decision-making processes that differ from students in other functional business areas. The research also examined whether the existence of a computer-based information system in an ethical dilemma influences ethical desision-making processes. Although student subjects were used, the research instrument has been highly correlated with educational levels attained by adult subjects in similar studies. Thus, we feel that our results have a high likelihood of generalization to the MIS professional community. The results indicate that MIS majors exhibit more socially-oriented ethical decision-making processes than non-MIS majors measured by the Defining Issues Test. The results also indicate that the existence of a computer-based information system in an ethical dilemma may influence ethical decision-making processes. The study makes no statement regarding MIS majors making more (or less) ethical decisions. The business ethics literature is reviewed, details of the study are presented, implications for management are considered, and directions for future research are suggested.David Paradice is Assistant Professor of Management Information Systems in the Department of Business Analysis and Research at Texas A&M University. His research interests focus on the utilization of artificial intelligence in managerial information systems and the influence of those systems on managerial decision-making behavior. His research has been presented at international conferences and has been published in several academic journals. He is co-editing a book of readings in the information systems/ethics area.Roy Dejoie is a doctoral student in the Department of Business Analysis and Research at Texas A&M University. His primary research activities investigate the influence of information systems on ethical decision-making behavior. He is also co-editing a book of readings in the information systems/ethics area.     

民机CNS系统适航验证方法分析与实践

适航是我国民机CNS（Communication,Navigation and Surveillance）系统发展的关键。以适航为目标,首先分析并确定了CNS系统验证的需求,然后通过分析适航标准提出了满足适航要求的CNS系统验证方法,即按照验证方法、验证级别、测试环境方案以及验证实施追溯过程为线进行验证分析。该方法还可适用于民机其他航电系统。     

一种利用SA-DWT的任意形状ROI编码方法

对JPEG2000的基于比例移位法进行了有效的扩展，提出了一种基于形状编码的ROI编码方法。此方法应用文中提出的VEDCC（Vertical Edge Differential Chain Coding）算法对任意形状ROI的轮廓进行编码，同时用SA—DWT算法对图像的ROI和背景区域分别进行小波变换。实验结果表明，此方法不仅能够实现多个任意形状的ROI编码，而且重构图像的任意形状ROI边缘不会因为背景区域小波系数的移位而造成图像质量下降。     

Business Ethics in Latin America

Business ethics is a relatively new topic of academic discussion in Latin America. Corruption and impunity came to be serious moral diseases in the region, probably as a result of a long period of dictatorship in most countries. Low ethical standards in the politics have had deep impact on individuals, organizations and economic systems. Excessive consumption, materialism and selfishness, in contrast with real poverty, have been responsible for a sloppiness in attitudes and principles in many Latin American countries. Even though the majority of the population belongs to the Roman Catholic Church, the lack of education has led people to a dichotomy: faith and business practices are often very distant from each other. Several isolated efforts have been done in order to enhance business ethics through education, publications and professional activities. The relationship business-academia has proved to be an excellent initiative for this objective, mainly in Mexico, Brazil and Peru.     

Stakeholders’ Influence and Contribution to Social Standards Development: The Case of Multiple Stakeholder Approach to ISO 26000 Development

We present an empirical investigation on how multiple stakeholders can influence and contribute to a standard development process. Based on the analysis of comments submitted by stakeholders developing ISO 26000 standard for social responsibility, we found no significant differences between the ratio of accepted and non-accepted comments among various stakeholder groups; however, we conclude that industry is the most influential stakeholder due to the volume of the comments. We also present a set of processes that stakeholders follow to influence and contribute to standards development, namely to (1) eliminate issues that are controversial and undesirable; (2) link and integrate the standard into a network of other documents and ISO standards; (3) seek consensus by highlighting areas for further dialogue or by addressing their exclusion from the standards development, (4) reinforce issues that are important; and (5) improve the content of the new standard. In conclusion, we provide a set of propositions about multi-stakeholder standards development and compare multi-stakeholder involvement in standards developed through a new committee established in existing standards setting organization [i.e., Committees within the International Organization for Standardization (ISO)] and through new standards setting organizations established for one specific task (i.e., Forest Stewardship Council). We envisage that our study will be a useful platform to monitor and evaluate future developments of ISO 26000 and other multi-stakeholder standards.     

Policies and practice in Denmark and Sweden

Abstract: Danish laws regulating banking and financial services organizations have no consumer protection provisions, although there is one law regulating a particular kind of payment instrument, the Payment Cards Act. However, general consumer protection law applies to banks and other financial services organizations, as well as other kinds of business. In particular, the Marketing Practices and Price Marking and Price Display Acts give responsibilities to the consumer ombudsman. This legal framework is complemented by guidelines issued – after consultation – by the consumer ombudsman, for example on conduct of business in bank advice, mortgage business and distance selling involving payment cards. The Danish system may be summarized as providing for standards of business behaviour laid down in general terms by law, backed by a supervisory authority with little power of coercion but playing an important role in influencing businesses to adopt high consumer protection standards and in negotiating solutions to problems as they emerge. The Swedish system is generally similar, but less advanced in the use of guidelines for the conduct of business. Both countries provide consumers who have unresolved complaints with easy access to alternative dispute resolution systems and the courts are rarely used to establish case law.     

Examining the Profession and the Practice of Business Ethics

During the evolution of business ethics as a profession, the fields it draws from have identified separate knowledge and skills they believe define business ethics; however, there is little agreement among these fields. This means the strengths of each are seldom combined to guide ethical decision making in business and industry, which leaves business ethicists looking less effective, and perhaps less professional, than their counter-parts in medicine and law. It also means that those who have been thrust into the role of guiding business ethics – or those who have added the title of ethics consultant after their name, without having the preparation to do so, have no standards to look to.This article examines one of the touchstones of mature professions, performance standards by which members of the profession can measure themselves and the profession can self-monitor. Further, it suggests that business ethics has not yet addressed one of the standards by which all professions are measured, that of service.Finally, the article describes how other professions have used qualitative methods to develop performance standards and suggests that the leaders in the filed of business ethics could use some of these methods to identify the sets of knwoeldge and skills that ought to be the standards for the profession and practice of business ethics.     

Ethical Challenge to Businesses: The Deeper Meaning

Today, ethics has become an important dimension for businesses. Broadly, there are two lines of thought on this issue. The first one suggests that ethical issues have to be resolved through development of appropriate ethical standards at personal or organizational level. The second one emphasizes the process of developing ethical standards rather than the standards themselves. This paper argues that the latter line of thought, when taken forward, implies that ethical dimension is essentially challenging businesses to transform themselves and their people at a very fundamental level in order to evolve continuously to higher levels of perfection. The deeper significance is that in future, businesses will play a dominant role in bringing forth the human spirit, an aspect that is hitherto perceived to be in the purview of other human activity systems like the Church or family. This restructuring at the societal level is probably the most fundamental message of this age of growing interdependence.     

Biotechnology in the textile/clothing industry – a review

Summary: This paper focuses on the use of biotechnology in the textile/clothing industry by identifying where and how such processes are already established and considers the latest developments, either in the research stage or in the early stages of commercialization. It has been found that biotechnology systems are already well known to those involved in fabric preparation, particularly as regards desizing. Enzymes used in detergent formulations have also been successfully used for the past 30–40 years. Most recent commercial advances have been in fabric finishing processes where handle modifications to cotton fabrics in particular are fast becoming established. Cutting-edge research falls in the areas of fibre modification and the generation of new fibres from natural sources, such as natural polyester from bacteria. The isolation of DNA from the shaft of hair fibres and the encoding of detectable specific antigens to designer labels is providing new ways of helping to combat fraud and counterfeit in the fashion trade. The treatment of textile effluent continues to be a major problem to the industry, but here, biotechnological developments in other industries are helping to provide some answers.     

An Intelligent Idea Categorizer for Electronic Meeting Systems

Research on group decisions and electronic meeting systems have been increasing rapidly according to the widespread of Internet technology. Although various issues have been raised in empirical research, we will try to solve an issue on idea categorizing in the group decision making process of electronic meeting systems. Idea categorizing used at existing GDSS was performed in a top-down procedure and mostly by participants' manual work. This resulted in tacking as long in idea categorizing as it does for idea generating, clustering an idea in multiple categories, and identifying almost similar redundant categories. However such methods have critical limitation in the electronic meeting systems, so we suggest an intelligent idea categorizing methodology which is a bottom-up approach. This method consists of steps to present idea using keywords, identifying keywords' affinity, computing similarity among ideas, and clustering ideas. This methodology allows participants to interact iteratively for clear manifestation of ambiguous ideas. We also developed a prototype system, IIC (intelligent idea categorizer) and evaluated its performance using the comparison experiments with other systems. IIC is not a general purposed system, but it produces a good result in a given specific domain.     

The future of standardised quality management in tourism: evidence from the Spanish tourist sector

As quality management has become more important in the tourist sector, the implementation of standardised quality management systems has become more common in this industry. A forerunner in this development has been the Spanish tourist sector, in which 17 specific quality management standards have been developed over several years in various tourist sub-sectors, including hotels, rural accommodation, restaurants, spas, and travel agencies. The present study, which is exploratory in nature, analyses the diffusion of these standards using a model that has been well attested in the specialised literature, together with a qualitative analysis of three practical cases. The study concludes that the standardisation of quality management in tourism will increase in coming years. The worldwide diffusion of ISO 9001 and ISO 14001 in many service sectors and the findings of the present study with respect to the increasing implementation of the Spanish standards provide an indication of what is likely to happen in the service sector as a whole in most countries.     

The all-American beer: a case of inferior standard (taste) prevailing?

America's preference for homogeneous, bland-tasting beer may have been largely derived not from an efficient, market-clearing equilibrium, but rather as a result of a series of interesting historical processes and events. The authors argue that the U.S. market may have become locked in a sub-optimal equilibrium in which most consumers are no longer familiar with the full range of what beer is and can be. As a result, most competition in this market concerns advertising campaigns designed to differentiate between increasingly generic beers. Although the concepts of path dependency, switching costs, and lock-in have been employed principally in studies discussing technology standards, these ideas may be usefully extended to consumer branded products, including foods and beverages.     

The Impact of EU Norms and Policies on Consumer Protection Enforcement in Serbia

Pursuant to its 2008 Stabilization and Association Agreement governing the process of EU integration, Serbia is obliged to align its consumer protection standards (including those related to enforcement) with those of the EU. This article considers the overall approach to enforcement of consumer law in Serbia, focussing in particular on the extent to which EU enforcement principles have been successfully exported to Serbia and whether the goals of EU consumer policy have been achieved. It argues that the incorporation of EU norms has brought fundamental changes to Serbian enforcement mechanisms at a formal level, such as in relation to mediation processes as well as the introduction of injunctions for the protection of collective consumer interests. In practice, however, the impact of this incorporation is quite limited. A number of factors that restrict the practical effectiveness of the mediation processes and injunctions required by EU law are explored in the article, including weak sanctions, excessive reliance on poorly resourced consumer organizations, absence of a business culture of compliance or a sophisticated and determined consumer protection enforcement culture sufficiently grounded in expertise, as well as an overarching political, legislative, and institutional instability. These factors also undermine the general aim of EU policy to achieve effective consumer protection enforcement in the Serbian context.     

Participation in Green Consumer Policies: Deliberative Democracy under Wrong Conditions?

In policy debates about reducing environmental and social harms, political consumerism is often called for by actors from a broad political spectrum. This paper examines traits of deliberative democracy in cases where instruments of political consumerism (eco-labelling, certificates and standards) are developed. The empirical cases are processes surrounding eco-labelled, standardised forestry, food and electricity in Sweden. In green forestry certification, deliberative processes have taken place close to deliberative democracy ideals. Yet, these processes have been made possible because of equal power levels, although power, according to deliberative theory, should be irrelevant. In organic food labelling, a smothering consensus climate has enabled deliberation, although such a policy condition is at odds with certain deliberative democracy ideals. In electricity labelling, its deliberative processes were embraced by everyone, although the problem scope was narrowly defined, whilst fundamental problems were not addressed. If deliberative democracy researchers become involved in critical frame reflection in consumer-oriented policy making, changes can be made that help reduce environmental harms and strengthen public engagement in political consumerism.     

Special Issue: “Service-Dominant Logic and Marketing Channels/Supply Chain Management”

Abstract

The sociological perspective of structured ambivalence compels a greater examination of the processes involved in franchise relations as well as the reciprocal links between role players' lives and their franchise system's organization. By refashioning franchise system role conflict as a clash between two social domains, such as work and family, we elucidate a bridging concept between social structures and individual agency, allowing social structures to constrain action and social change initiated by individuals. Structured ambivalence is a possible bridging concept integrating the social processes within franchise systems to the social processes in other realms in the global marketplace.     

Modeling and supporting task-oriented group processes: Purposeful complex adaptive systems and Evolutionary Systems Design

Evolutionary Systems Design (ESD) is a universal general problem solving, formal modeling, design framework for purposeful complex adaptive systems (PCAS) and processes, i.e., task-oriented group processes. These processes constitute policy making, group decision, negotiation, and multiagent problem solving with human and/or artificial agents. ESD is also a framework for computer group support systems (GSS) that support these processes. The ESD general framework can be applied to define and solve specific problems. In this article the ESD framework is presented and illustrated by example. The article provides background for ESD computer implementations discussed in two other related articles (Lewis and Shakun 1996; Bui and Shakun 1996).     

Shareholders as Norm Entrepreneurs for Corporate Social Responsibility

This article advances the idea that shareholders who seek to influence corporate behaviour can be understood analytically as norm entrepreneurs. These are actors who seek to persuade others to adopt a new standard of appropriateness. The article thus goes beyond studies which focus on the influence of shareholder activism on single instances of corporate conduct, as it recognises shareholders’ potential as change agents for more widely shared norms about corporate responsibilities. The article includes the empirical example of US internet technology companies who, in their Chinese operations, face conflicts of norm systems in regard to freedom of expression on the internet. Shareholders have been active in seeking to persuade these companies to adopt a norm of adhering to global standards for human rights over restrictions implied by authoritarian regimes to which they deliver services.     

Expatriate return on investment in the Asia Pacific: An empirical study of individual ROI versus corporate ROI

The return on investment (ROI) from international assignments is a crucial aspect of expatriate management. The literature has taken a mostly organizational perspective of this important phenomenon, with little attention to the ‘individual ROI’ expatriates gain when undertaking an assignment. Especially lacking is research on expatriate ROI in the Asia Pacific region. Based on interviews with 31 long-term expatriates in 10 Asian countries, we use psychological contract theory to examine (1) how ‘individual ROI’ acts as a key driver of ‘corporate ROI’ and (2) the challenges and opportunities that expatriation in the Asia Pacific presents to individuals and organizations.