Will You Help Me Please? The Effects of Race,Gender and Manner of Dress on Retail Service

This research attempts to determine if a customers visible physical characteristics influence retail service delivery. The results of this study suggest that black and male customers wait significantly longer than white and female customers at retail customer service counters. In addition, females are more likely to experience a positive transaction outcome than males.     

Consumer Support Networks: assessment of need for consumer information and advice service

Research evidence suggests that UK consumers are facing significant problems with goods and services and are in need of information and advice to avoid or redress such situations. Consumers are not always aware of their rights nor where they can access consumer advice services. In 2000, the Department of Trade and Industry launched the Consumer Support Network (CSN) programme in Great Britain to improve consumer access to expert, accurate and timely advice. One challenge faced by these Networks and many other agencies is to assess the needs of consumers for consumer information and advice services. A needs assessment is required as a key element in the effective planning and development of services in each Network at a local level. The focus of the needs assessment at the local level is to encourage Networks to consider suitable solutions to meet the needs of people in their communities. This paper provides a review of the development of Consumer Support Networks in Great Britain and discusses the importance of needs assessment to service providers such as CSNs and other agencies. It reveals the complexity associated with conducting effective needs assessments including the various aspects of needs, consumer segmentation and characteristics of consumer information and advice. Further research is being carried out at Queen Margaret University College, UK, with a view to the development of a scientific model for the assessment of need for consumer information and advice services.     

Economic consequences of financial reporting changes: diluted EPS and contingent convertible securities

This paper examines the economic consequences of changes in the financial reporting requirements for contingent convertible securities (COCOs). Using a sample of 199 COCO issuers from 2000 to 2004, we find that issuers are more likely to restructure or redeem existing COCOs to obtain more favorable accounting treatment when the financial reporting impact on diluted earnings per share (EPS) is greater and when EPS is used as a performance metric in CEO bonus contracts. These results provide new evidence that managers are willing to incur costs to retain perceived financial reporting and compensation benefits. We also present evidence of significantly negative stock returns around event dates associated with the financial reporting changes, consistent with investor anticipation of the agency costs associated with the rule change.

Cost effectiveness of a medical vigilance system to reduce patient falls

Patient falls are a serious problem in hospitals, resulting in substantial morbidity, mortality, length of stay, and costs. The results of a small trial of a patient vigilance system in a post-neurosurgery unit of a large acute care hospital are reported. The system includes two components: (a) passive sensor array placed under the patient in a hospital bed, and (b) a bedside unit that connects to the nurse call system already in place at the hospital. This trial demonstrated the overall effectiveness of the vigilance system in reducing the rate of patient falls. The cost-effectiveness analysis found that use of this system was associated with somewhat higher measured costs. It is likely that the system was cost-saving, due to unmeasured costs.     

Knowledge Effects on Curiosity and New Product Advertising

Abstract

Advertisers commonly advocate when writing ad copy, “Keep it simple!” In keeping with this belief, ads are typically written at less than the tenth grade level. The authors assert that this view may be too simple in view of the complex processes underlying cognitive processing. In an experiment where print ads did not vary in terms of their concreteness, the authors found that increasing levels of readability made no differences in recall, attitudinal judgments or purchase intent.     

Using World Café and drama to explore older people's experience of financial products and services

This paper examines a novel strategy to get older people talking about their financial needs and equity release. A questionnaire was used to identify issues which were then written into a drama on equity release products and bank accounts. This dramatic representation of the issues preceded discussion among older people at a World Café event – a format that involves a series of circulating focus groups where concepts can be discussed in depth and recorded. The drama offered an initial stimulus of alternative and opposing opinions and facilitated conversation about financial products and services which are often considered uninteresting and private. The aim was to record ideas in the discussions that would benefit the production and design of innovative financial products that would meet the needs of people over 50 years. Further, as a technique, the combination of drama, used to stimulate discussion, and the World Café format, to obtain and record consumer opinions, arguably offers innovative options to researchers in other sectors of product or service consumption.     

The Quality of Maquiladora Investment in a Post China/WTO World: A Literature Review and Case Studies from Reynosa

ABSTRACT

Studies have consistently shown that exports manufactured in China have taken a significant market share away from Mexican producers in the United States (US) import market. In this paper, we examine how this change is shaping the quality of foreign direct investment (FDI) in Mexico's maquiladora industry. Various thought leaders have suggested that low wage Chinese competition will force maquilas of out labor intensive sectors and will make them lean towards higher value added, technology intensive activities. An alternative perspective has been provided by those who argue that Mexico's unique comparative advantage is its geographic proximity to the US, and that there is no reason to believe proximity dependent maquilas will fit into a high-tech, high value added model. To determine which of these scenarios is more accurate, we summarize relevant literature and provide case studies drawn from five startup plants located in the only major Mexican city that has seen maquila employment gains over the 2000-2006 period. Research suggests that maquilas are leaning towards proximity dependent, and not necessarily technology intensive business models. The case studies illustrate a number of long term characteristics of the maquiladora environment that may limit upgrading. We conclude with policy recommendations as well as suggestions for future research.

RESUMEN. Los estudios realizados mostraron consistentemente que las exportaciones de manufacturados provenientes de China han ganado una porción significativa del mercado de importación en los Estados Unidos, que solía estar en las manos de los productores mexicanos. En este estudio examinamos cómo este cambio está modelando la calidad de la inversión extranjera directa (FDI) en la industria maquiladora mexicana. Varios líderes de la industria han expresado que la competencia resultante de los bajos salarios chinos forzará a las maquiladoras a salir de los sectores con intensiva mano de obra, para desplazarse hacia otros de mayor valor agregado, y otras actividades vinculadas profundamente a la tecnología. Una perspectiva alternativa ha sido suministrada por aquellos que sostienen que la singular ventaja competitiva mexicana reside en su proximidad geográfica a los EE.UU., y no existe razón alguna para pensar que las maquilas que dependen de esta proximidad se encajarán correctamente en este modelo altamente tecnológico, de alto valor agregado. Con el propósito de determinar cual de estos escenarios es el más correcto, hemos resumido la literatura importante y suministrado estudios de caso extraídos de cinco plantas puestas en marcha, situadas en una de las más importantes ciudades mexicanas, cuyos índices de empleo provenientes de maquiladoras han aumentado durante el período 2000-2006. Las investigaciones sugieren que las maquilas están evolucionando hacia modelos comerciales que dependen de la proximidad geográfica, y no necesariamente intensivos en tecnología. Los estudios de caso ilustran un número de características del entorno de las maquiladoras a largo plazo, que pueden limitar su actualización. Hemos concluido emitiendo una política de recomendaciones, así como sugerencias para futuras investigaciones.

RESUMO. Estudos mostram, consistentemente, que as exportações manufaturadas da China abocanharam uma fatia significativa do mercado dos produtores mexicanos no mercado de importação americano. Neste trabalho, examinamos como tal mudança está determinando a qualidade do investimento direto estrangeiro (FDI) na indústria maquiladora do México. Diversos líderes pensadores afirmaram que a competição chinesa, através de baixos salários, forçará as maquilas a deixar setores de mão-de-obra intensa e crescer em busca de um maior valor adicional, as atividades de alta tecnologia. A partir de uma perspectiva alternativa, outros defendem que a única vantagem comparativa mexicana é a proximidade com os Estados Unidos, e não há razão para acreditar que as maquilas dependentes desta proximidade adaptar-se-ão ao modelo de maior valor adicional e de alta tecnologia. Para comprovar a precisão destes cenários, resumimos o que há de relevante na literatura e apresentamos estudos de casos baseados em cinco fábricas inauguradas, na única grande cidade mexicana, que presenciou o aumento de emprego das maquilas no período de 2000 a 2006. Pesquisas sugerem que as maquilas estão tornando-se dependentes da proximidade e, não necessariamente, da alta tecnologia e dos modelos de negócios. Os estudos de caso registram uma série de características arraigadas do ambiente da maquiladora, que pode limitar o seu crescimento. Concluímos com recomendações políticas e com sugestões para pesquisas futuras.     

Evaluating the impact of performance-related pay for teachers in England

This paper evaluates the impact of a performance-related pay scheme for teachers in England. Using data which matches individual pupils to individual teachers, and contains both test scores and value-added, we test whether the introduction of a payment scheme based on pupil attainment increased teacher effort. Our evaluation design controls for pupil effects, school effects and teacher effects, and adopts a difference-in-difference methodology. We find that the scheme did improve test scores and value added increased on average by about 40% of a grade per pupil.     

The link between the management of employees and patient mortality in acute hospitals

The relationship between human resource management practices and organizational performance (including quality of care in health-care organizations) is an important topic in the organizational sciences but little research has been conducted examining this relationship in hospital settings. Human resource (HR) directors from sixty-one acute hospitals in England (Hospital Trusts) completed questionnaires or interviews exploring HR practices and procedures. The interviews probed for information about the extensiveness and sophistication of appraisal for employees, the extent and sophistication of training for employees and the percentage of staff working in teams. Data on patient mortality were also gathered. The findings revealed strong associations between HR practices and patient mortality generally. The extent and sophistication of appraisal in the hospitals was particularly strongly related, but there were links too with the sophistication of training for staff, and also with the percentages of staff working in teams.