Service sabotage: The dark side of service dynamics

While many aspects of services research assume that employees are largely compliant to management prescribed service standards, a number of recent studies have highlighted the deliberate sabotage by service workers as a key issue. We contend that service sabotage is important not simply because of the pervasiveness of such behaviors, but also because of the impact that such acts can have on firm growth and profitability. Consequently, we seek to achieve three inter-linked objectives in this article. First, we highlight how service saboteurs harm customers’ service experiences and negatively affect the performance of the firm. Second, in order to assist managers in recognizing these behaviors, we identify the most common types of service saboteurs and forms of sabotage. Specifically, we classify and describe four main types of service saboteurs: Thrill Seekers, Apathetics, Customer Revengers, and Money Grabbers. Finally, and most importantly, we provide a series of suggestions regarding how managers might effectively address service sabotage in their firms. These include gathering information and exploiting existing data to establish the extent and nature of sabotage, recruiting the right quality of service staff, training and rewarding employees, enriching and empowering employees, developing a service culture, and initiating better monitoring systems and procedures.     

The dark side of the “employment miracle” in the USA

Whereas in Europe the creation of jobs in the United States has been hailed as an “employment miracle”, in the USA itself there is concern mainly about the negative implications of the considerable increase in employment. A trend towards deindustrialisation, poor productivity and growing wage inequality are issues that are being discussed in this connection.     

The dark side of organizational improvisation: Lessons from the sinking of Costa Concordia

High-reliability organizations operate in highly regulated sectors in which the main concern is ensuring the safety of people and goods. Despite high levels of formalization, organizations have to be sensitive to contingent situations and ready to face the unexpected, so the role of the people in command remains crucial. When unanticipated events and contingencies arise, organizational improvisation comes into its own. Improvisation is the deliberate fusion of design and execution in a novel production entailing the cognitive, rational, and event intuitive interpretation of prescribed rules and standards of conduct at various levels of aggregation. Standardization and improvisation are often represented as two conflicting demands rather than as necessarily interdependent; hence, the possible presence of improvisation in high-reliability organizations has been left underexplored. While most of the extant studies on improvisation have stressed the wisdom of improvised choices, not all improvisations are so successful. In this article we illuminate the dark side of organizational improvisation by analyzing the notorious case of the sinking of the Costa Concordia. The case shows how conformity to the formal adoption of standards and compliance to them can provide a shelter under which impromptu adaptation can be pursued, expressing the negative side of improvisation.     

The dark side of multiunit discounts: Multiunit discounts reduce rest of basket revenue

Multiunit discounts refer to the practice of offering a discount on purchase of multiple units of a product. An example of multiunit discounts, which are commonly used by retailers, is ‘3 for $10’. While past research suggests that multiunit discounts generate higher sales than per-unit discounts, there is no research on how such discounts affect sales of other products in the store. We argue that consumers exposed to multiunit discounts may purchase the products offered as such to benefit from the deal. These customers, however, will spend less on other products, resulting in lower revenue from the rest of the basket during the shopping trip. Based on theoretical insights, we propose why such an effect could occur and test our arguments using store data and a lab experiment. The findings of this research suggest that multiunit discounts have a multifaceted impact on consumer decision-making. We also discuss the theoretical, managerial, and methodological contributions of this research.     

The dark side of consumer life in the age of virtual and mobile technology

ABSTRACT

This study extends the nascent stream of research that investigates the contributions of mobile and virtual technology to consumer misbehaviour and dark side of consumer life. Using a qualitative approach, the present research explores the nature of consumer–technology relationship, specifically virtual and mobile technology, at the level of lived experience. The findings reflect eight important facets of technology-related dark-side consumer behaviour that, in one way or another, cause harm to the individual user, other consumers or society at large. These themes showcase human entrapment in mobile and virtual technology. The findings have significant implications for marketing managers as well as consumer well-being.     

The dark side of the sharing economy: Balancing value co-creation and value co-destruction

The sharing economy disrupts the marketplace and brings both benefits and disadvantages into service ecosystems. We discuss principles of the S-D logic and transformative service research and explore the processes of value co-creation and co-destruction of well-being within the ecosystem of the accommodation sharing economy. Following a brief period of euphoria, the dark side of the sharing economy emerges, defined as the socially, environmentally, or economically undesirable effects introduced by the sharing economy. Airbnb introduced new realities for visitors, neighborhoods, the accommodation industry, and city councils, whereby some stakeholders are frequently found to maximize their own value at the expense of others. Value co-destruction prevails often due to uncontrolled and rapid expansion. We seek to promote a more balanced process, and the optimization of value co-creation, while seeking to prevent value co-destruction. Using a literature review, netnography, and a case study, we investigate co-creation and co-destruction, as expressed by different stakeholders, and focus on the socio-psychological implications in the use of sharing platforms that affect the well-being of individuals and community. A conceptual framework is proposed to manage future research addressing well-being, value co-creation and co-destruction in complex ecosystem service networks.     

Fake news: When the dark side of persuasion takes over

In this essay, fake news is identified as a sinister form of mass persuasion. The paper reviews the history of the precursors of the construct and offers a contemporary definition. Research findings about how consumers process fake news information are discussed. The essay highlights the relevance of fake news for the marketing communications field and ends with a call to action to researchers for the development of effective interventions.     

The possibility of reversing the trade pattern with internationally-diffused localized technical progress

This paper considers the impact of localized technical progress (gains in technology which are confined to specific capital—labor ratios) on the pattern of trade. It is shown, in the context of a two-sector model, that technological improvements which are localized to particular techniques can cause factor intensity reversals so that, even if production functions are internationally identical, the pattern of trade between nations may depend not only on relative factor endowments but also on the relative magnitudes of technical progress in each sector.     

Research frontiers on the dark side of consumer behaviour: The case of materialism and compulsive buying

ABSTRACT

Materialism and compulsive consumption are viewed as dimensions of the dark side of consumer behaviour and have been the focus of consumer research for several decades. This article first shows that previous efforts to study compulsive buying and materialism have been limited in part because they have relied on single perspectives and inadequate methods. Second, it suggests that research in this area could be advanced by adopting emergent approaches and methods that have been used in social and behavioural sciences to study the onset and development of maladaptive behavioural patterns. Third, the article presents the multi-theoretical life course research paradigm that has been widely adopted in numerous disciplines as an approach to the study of various forms of maladaptive behaviour. Fourth, it illustrates how this approach could be employed to study the onset and development of materialism and compulsive buying. Finally, drawing from this paradigm, the article offers new insights in the form of propositions and conceptual directions to help researchers improve their efforts in studying materialism and compulsive buying as well as other forms of the dark side of consumer behaviour.     

The dark side of discounts: An inaction inertia perspective on the post‐promotion dip

After a product has been on promotion, the sales of that product may temporarily decrease. This post‐promotion dip is normally explained in terms of forward buying or stockpiling. This article offers a third explanation in terms of brand switching. The results of two experiments show that after missing a discount on their regular brand, consumers may switch to another brand. Switching behavior is much more pronounced when a large discount is missed in comparison to when a small discount is missed. This finding is consistent with recent social psychological research on inaction inertia, and the results are discussed in relation to this phenomenon. © 2005 Wiley Periodicals, Inc.     

Exploring the dark side of pet ownership: Status- and control-based pet consumption

Desire for status or control may motivate some consumers to own certain types of pets. In the light of recent debates surrounding “designer pets,” this article examines the dark side of pet ownership through interpretive interviews with dog owners. The findings compare and contrast two types of ownership motivation — pets as companions to love versus pets as toys, status markers, and brands. This latter category forms part of the dark side of pet ownership. Owners differ in their motivation for ownership, their appreciation of the pet, the nature of human-animal interaction, breed choice, and the purchase of pet-related paraphernalia.     

纯苯生产技术进展及市场分析

介绍了国内外纯苯生产情况,并对纯苯市场进行了分析。2007年中国纯苯产量为457．1万t,消费量为477．0万t,同时分析了2008年亚洲和中国纯苯价格情况。     

The dark side of innovation: How new SKUs affect brand choice in the presence of consumer uncertainty and learning

New product activity is critical for sustained success of consumer packaged goods (CPG) brands. However, the impact of new SKUs on the perceived quality, quality uncertainty and subsequent choice of the brand as a whole is, as of yet, not well understood. The authors study how new additions to the brand line shape consumers’ quality perceptions, and how this – next to the mere line length effect – influences their choice of brands over time. They do so in the setting of an emerging market (China), where new product activity is particularly pervasive. Using a unique scanner panel dataset of Chinese households over the period 2011–2014, they estimate a Bayesian learning model that accommodates varying quality, on two CPG categories, and for two types of new-product additions (new sensory SKUs vs. new non-sensory SKUs). They show that while adding new SKUs may lift the brand’s perceived quality level, it also makes consumers more uncertain about the quality of the brand – dampening their brand choice. This holds especially for light customers – an important part of the brand clientele. Managerial implications are discussed.     

The emotional side of price

This exploratory study considers the role emotion plays in relationships among several constructs surrounding price. The findings suggest that some aspects of emotion—here surprise and enjoyment—play a role in consumers' responses to and use of price information. Surprise and enjoyment were found to act in concert with involvement, price consciousness, and price–quality associations in respondents' complex reactions to price. Everyone's personal experience suggests that emotions can influence people's reactions to the price of products; this research lends preliminary empirical support to such everyday experiences. The results of this exploratory study clearly point to the need for more definitive studies in the future. © 2001 John Wiley & Sons, Inc.     

The theoretical side of teaching entrepreneurship

There is an on-going debate in the entrepreneurship academy about whether we can actually teach students to be entrepreneurs. Its resolution is inextricably connected with our theoretical assumptions because they affect how and what we teach. This article is the first in a set of two contained in this issue that argues that we should develop more refined, cumulative theory and teach it to students in a way that emphasizes learning by doing, which should accelerate student mastery. This first article treats the theoretical side of teaching entrepreneurship, whereas the second addresses the pedagogical side of entrepreneurship theory.Those who advocate that entrepreneurship can be understood and taught to students assume that researchers will eventually develop a more general theory of entrepreneurship. Theory is an essential part of what we teach because we do not know any other way to help students anticipate the future, which is a key to entrepreneurial success, unless we counsel them to rely on luck or intuition. The limitation of luck and intuition is that we do not know how to teach either of them. If students could accurately anticipate the future, they could allocate their resources in the most productive manner, which would ensure their survival, satisfaction and prosperity. Despite the current limitations of our theorizing, theory still offers the most promise as course content for students.This article sides with Kuhn (1970) who argued that theory is the most practical thing that we can teach to students. Its purpose is to comment on the progress to date in developing entrepreneurship theory. It begins by analyzing the contents of 18 syllabi provided by participants at a retreat for entrepreneurship scholars. It notes a wide divergence in topics, and possible causes for this divergence, which seem to be characteristic of a developing academic discipline. It appeals for more theory in our courses and suggests questions to which entrepreneurship scholars can provide distinctive answers when compared with those offered by scholars from other disciplines.One way to add more theoretical content to entrepreneurship courses is to teach students what they ought to do, which is coded language for theory. In addition, instructors should not merely describe what entrepreneurs do, particularly in light of the observation that most of them fail and accordingly have been described as ill-fated fools. Finally, assuming that scholars can offer a more general theory of entrepreneurship, they would be able to emphasize more deductive approaches as opposed to inductive ones.These appeals for more theoretical content depend on several assumptions, which include: (1) the improbability that students can encounter circumstances that would be similar to anecdotal lessons learned in entrepreneurship school; (2) the existence of a process that can be explained theoretically; (3) studying ideal types can be discouraging to aspiring entrepreneurs if they do not fit a special profile; (4) the high failure rate among entrepreneurs makes suggesting to students that they ought to pattern their activities after them seem illogical; (5) studying average profiles, anecdotal recommendations, rules of thumb or war stories can only lead to average returns, given semi-strong information efficiency; and (6) leveraging the motivational benefits of studying successful entrepreneurs may have detrimental, unintended consequences, among others.This article notes possible causes of non-cumulative theory building and suggests several opportunities to build cumulative theory. Although it acknowledges that the field of entrepreneurship currently lacks cumulative theory, it offers a contingency approach for teaching entrepreneurship, which is actually very similar to the scientific method used by scholars to develop hypotheses about the future.     

The pedagogical side of entrepreneurship theory

This is the second article in a set of two in this issue that deals with challenges in entrepreneurship education related to theory building and pedagogy. The first article argued that educators must increase the theoretical content in their courses if they hope to develop in students the cognitive skills to make better entrepreneurial decisions. This second article discusses a strategy for teaching entrepreneurship theory.The difficulty with teaching theory to entrepreneurship students is that they are likely to complain that “theory is boring! Lectures are boring! School is boring!” All three of these—theory, lecture, and school can also be irrelevant. We as teachers can also be boring and irrelevant! Students may not understand that learning theory can be highly interesting. Unfortunately, the process used to teach theory could be boring.We become boring as teachers when our classroom style becomes predictable because students are never surprised. We become irrelevant as teachers when we fail to apply theory as a tool to answer student questions. Good theory can always pass the test of applicability. If we fail to teach our students how to apply it in surprising ways, it is we who are at fault, not the theory.An effective strategy for teaching theory to students must be approved by them and monitored by teachers to be effective. If our purpose is to assist students to become skilled in theory-based competencies, the most effective method is to establish a student-approved system for class meetings that requires students to practice specific skills. Obtaining student approval is important because almost any system will work better if students feel good about it. In other words, students acquire competencies through their practice with theory-based activities.A theory-based activity approach is based on the assumption that to the extent that a teacher is the initiator of knowledge transfer, students tend to practice less and acquire fewer competencies. This occurs because it is the teacher who is the most engaged, not the students, which is the reverse of what is optimal.One way to evaluate our involvement in the classroom is to ask ourselves if our goal is to have students leaving class talking about how great we are as a teacher, rather than about how wonderful it would be to be an entrepreneur. If our students leave talking about being entrepreneurs instead of about us, we have probably figured out how to involve them in activities that help them to develop personal competencies.The teacher's primary role is to achieve student approval of the learning contract and to identify the theory-based competencies to be mastered. The question for educators faced with ensuring student mastery is not, “What an I going to teach today?” but “What am I going to have my students do today?” The teacher's task can be made easier by delegating part of the responsibility for the second question to students. Delegation of learning activities to students can introduce more variety and surprises into the classroom, each of which can aleviate boredom. It also provides teachers an opportunity to work more closely with students as they attempt to understand theory in anticipation of their classroom assignment to lead the learning activity.The remainder of this article discusses how to implement a theory-based activity approach, obstacles to its success and advantages of its use. The greatest advantage of its use is that students will be learning theory that can improve their odds of being successful as entrepreneurs. Of course their success depends upon us as scholars having gone before them and discovered the rules (theory) according to which events occur (c.f., Whitehead, 1917).