A transformative service research agenda: a study of workers’ well-being

Interest in workers’ well-being is mounting – a key driver being the growing recognition that well-being is linked to performance. Utilizing a transformative service research (TSR) agenda, this study examines how people management practices impact the well-being of hospitality and retail workers. Comparing the experiences of permanent and precarious workers, we find it is not employment practices per se that promulgate feelings of insecurity and inferiority; rather, it is the attributions ascribed to them. This has practical implications. Most notably, some of the deleterious effects of precarious employment might be mitigated where careful attention is paid to the motives underlying an organization’s people management practices. Theoretically, TSR offers a more expansive lens for understanding the social exchange occurring in both employment relationships and service encounters, thus contributing significantly to knowledge on mutual gains theories. These findings and their implications are discussed in detail in the paper.     

Reassessing the role of Chinese workers in problem solving: a study of transformational leadership,trust and security in ‘lean’ manufacturing

In this paper, we study leadership style and organizational culture, elements that, we argue, are conducive for Chinese shop-floor employees to participate in problem solving in ‘lean’ manufacturing. Power distance and the concern for saving face potentially hinder employees' willingness to participate in such problem solving, but our findings support the notion that transformational leadership helps to overcome these barriers. The relationships are not straightforward, however, and by examining the complexities, this research may provide insights into this dilemma.     

Communication and recreation for ‘new-generation’ workers in China: a hierarchical linear modelling approach

This article investigates the effects of communication and recreation on ‘new-generation’ workers' performance, as well as the underlying mechanism and boundary condition. Using data from 1256 ‘new-generation’ workers in 109 firms in labour-intensive industries in China, a hierarchical linear modelling approach reveals that the more co-workers with whom workers frequently communicate, the better their performance. Recreation departments also facilitate individual work performance. Social support mediates these two relationships. In addition, gender moderates the effects of the recreation department and the number of frequent communicators on work performance, such that the effects are stronger for male workers than for female ones.     

Factors affecting current users’ attitude towards e-auctions in China: An extended TAM study

E-auctions have the potential to gain a larger market share of the C2C sector by increasing participation of current users. The purpose of this study was to examine the factors that impact attitude towards e-auctions among current Chinese e-auction users. Variables of the extended technology acceptance model and their antecedents were examined. Data were collected from 210 current users of e-auctions in China. Using structural equation modeling, the results highlighted key antecedents, such as security, social motives, and playfulness, suggesting the importance of creating a safe, interactive, and fun e-auction platform. Connection speed and economic gain as influential factors were also identified.     

An exploratory study of examining students’ expectations of training in a laboratory class: Factor analysis of affective heuristic features

When developing effective training programs, it is important to know students’ expectations of laboratory classes. The authors collected 170 surveys from students in one laboratory class to investigate the underlying dimensions of their expectations of training. Factor analysis identified the following six dimensions of students’ expectations: climate, courtesy, credibility, entertainment, relevance, and structure. These dimensions of training expectations were used to cluster students into two groups: serious and enthusiastic. Thereafter, these two clusters were compared using chi-square tests to determine whether there were statistical differences among them. The findings suggest instructors should consider students expectations to improve students’ learning from laboratory classes.     

An examination of women’s sport sponsorship: a case study of female Australian Rules football

ABSTRACT

In recent years we have seen an increase in corporate and media interest in women’s sport leagues and events. Despite the increase in commercialism and professionalism of women’s sport, there is a lack of research focusing on the marketing of and through women’s sport. This current study addresses this gap, examining the motivations of sponsors involved in the women’s Australian Rules football national league. Exploratory in outlook, this paper presents insights from key sponsorship decision-makers. It was found that sponsorship was motivated by a desire to promote gender equality at a firm, industry and broader societal level. Sponsorship of women’s football provides convergence of corporate social responsibility and commercial benefits. The paper provides insights for sport marketing and initiates the conversation of women’s sport sponsorship.     

Fly-posting: An exploration of a ‘controversial’ medium

This paper investigates the concept of a controversial medium focussing on fly posting and provides insights into the attitudes held on it, the controversies surrounding it, its media effects, and on how these issues affect sponsoring organisations. Overall, the findings from the group depth interviews paint an attractive picture for potential users, as target groups of younger informants hold positive overall attitudes towards the medium. Indeed, rather than offending, fly posting's illegality and covert use were found to further enhance its ability to communicate effectively with this group. In contrast, older respondents held a range of negative views, suggesting that fly posting is not inherently controversial but it can become so in combination with audience and executional factors. Our main contribution is that we provide evidence on which to caution organisations about putting the goal of engaging with youth segments above their responsibility to other customer groups, employees, and society.     

Classifying and classified: An interpretive study of the consumption of cruises by the “new” Brazilian middle class

The paper seeks to make a contribution in addressing a theoretical gap related to how emerging middle class consumers utilize consumption as a classificatory practice. We adopted an interpretive approach and used the method of participant observation combined with in-depth interviews. Drawing from Bourdieu and Veblen, two main categories were used to explain the use of cruises as a means of classification: distinction and conspicuous consumption. It was found in addition to consumers classifying themselves in relation to others, they classify the time spent, space, artifacts, and the very experience of the cruise itself. The cruise simulates, for a short period of time, the life of the “leisure class,” with its attendant conspicuous consumption and waste.     

An international business blunder: Fennia 1913–16

In 1913 Otto Mønsted A/S, Denmark's leading margarine manufacturer, acquired a majority share in Fennia, a small and insignificant Finnish margarine company. The Danish company had extensive knowledge of all functional aspects of margarine, and had up to 1909 been a dominant player in the British margarine industry. In spite of the massive international experience that had been accumulated by Otto Mønsted A/S the Finnish venture turned into a disaster, because for all their experience the Danish managers committed an impressive range of failures. The work of N. Nohria and S. Ghoshal is applied to the case, and a theoretically consistent analysis is provided. The conclusion of the paper is that the analytical framework of Nohria and Ghoshal serves well in this respect. It is further shown that value-added chain analysis is useful in linking functional failures to a corporate governance perspective. In the final resort, World War I killed off the experiment, but it was doomed anyway. Almost 100 years have passed, but today managers have lessons to learn from this event.     

Business group affiliation and SMEs’ international sales intensity and diversification: A multi-country study

This study examines the impact of business group (BG) affiliation on international sales intensity and diversification in small and medium-sized enterprises (SMEs) by using a multi-country sample of over 13,000 SMEs from 34 European countries. Drawing on the revised Uppsala internationalization model and network theory, this paper suggests that the effects of BG affiliation on international sales intensity and diversification depend on the geographical dispersion of the BG network ties, the size and the age of the firm, and the institutional support in the home country. Thus, we find that interfirm networks in the form of BGs are a double-edged sword that can have both favorable and unfavorable consequences for international sales, depending on the geographical dispersion of the BG’s ties. In addition, the results reveal that BG affiliation is more beneficial for smaller SMEs and SMEs in countries with lower institutional support that are more dependent on the network resources embedded within BG networks.     

Modeling firm specific internationalization risk: An application to banks’ risk assessment in lending to firms that do international business

Drawing on internationalization process theory, we develop a new model for firm-specific internationalization risk assessment. The model shows that firm-specific internationalization risks can be determined from a firm's experiences and from current business activities in a firm's network. Experiential risks are categorized as international, country market, network, or relationship experience risks. Risk assessment in current network activities can be determined from a firm's dependency on a network and from the network's performance and evolution. We apply our model to credit risk assessment by banks and other credit institutions. This article adds to research on financial institutions’ credit risk assessment by focusing on firm-specific internationalization risk assessment, an area that has previously received little attention in the literature. In addition, this article provides a better understanding of risk assessment in the internationalization process, shedding light not only on the risks involved in firms’ commitment to internationalization but also on the risks that banks and other institutions take when they commit by lending to internationalizing firms.     

Factors affecting family firms’ communication behaviour: a cross-cultural study

This study explores heterogeneity in family firms’ communication behaviour across cultures. The authors propose that variations in the background of family firms, including culture, industry, public or private status, and age, influence their propensity to reference their family identity on their corporate web communications. Websites have become an increasingly important medium of marketing communications in today’s interconnected world. Yet, limited research has been done to understand firms’ web communication behaviour. Based on a study of 432 family firms from 41 countries across the world, this research empirically demonstrates that family firms which are from collectivist cultures and publicly traded are significantly less likely to reference their family identity in online marketing communications compared to their counterparts. In addition, the research shows that there is an inverted-U curvilinear relationship between a family firm’s age and the likelihood of referencing their family background. Contributions and implications of the research and findings are discussed.     

Uncovering consumers’ returning behaviour: a study of fashion e-commerce

Abstract

The increasing prominence of e-commerce is shaping the nature and dynamics of retailing. E-commerce offers consumers lower prices, wider product categories and a more convenient shopping experience. In addition, consumers seek ways to manage the risk that is often perceived when making purchases online, which is why retailers’ online return policies have become an increasingly important attribute through which companies compete. Lenient return policies fuel unnecessary ordering and increase return rates, which in turn has major implications both for consumer behaviour and for managing the increasingly complex ecological and economical issue of online returning. Despite its relevance, prior research has paid limited attention to this evolving phenomenon. Consequently, the purpose of this study is to explore and analyse online returning behaviour in the context of fashion merchandise. As a result, 10 categories of online returning behaviour are identified that capture the reasons why consumers actually return items they have ordered online. These categories are further linked with when the decision to return ordered items emerges. Based on the results, managerial implications are provided to give guidance in managing online returning behaviour.     

A study of influences of the workers’ compensation and injury management regulations on aviation safety at a workplace

As the aviation industries developed, so too did the recognition that there must be an effective regulatory framework to address issues related to the workers’ compensation and rehabilitation. All employees would like to work and return home safely from their workplace. Therefore, the efficient management of workplace injury and disease reduces the cost of aviation operations and improves flight safety. Workers’ compensation and injury management laws regulate a majority of rehabilitation and compensation issues, but achieving an injury-free workplace remains a major challenge for the regulators. This paper examines the clauses of the workers’ compensation and injury management laws of Western Australia related to workplace safety, compensation, and rehabilitations of the injured workers. It also discusses various provisions of common law under the relevant workers’ health injury management legislations.     

Adolescents’ perceptions of mother–father dominance in family vacation decisions: a 25-society study

Service Business - This study applies and builds on Davis and Rigaux’s (J Consum Res 1(1):51–62, 1974) triangle of spousal dominance styles of family purchase decisions. We explored...