A Cross-cultural comparison of customer complaint behavior in restaurants in hotels

This study documented consumer complaint behavior in hotel restaurants in two diverse cosmopolitan cities, Hong Kong, SAR and Houston, USA. It was found that in the area of food and beverage attributes, the Hong Kong group rated tastiness, temperature and freshness less important to make a complaint about the Houston group. As for service, service efficiency, greetings, attentiveness and helpfulness were rated differently, with the Hong Kong group rated “greetings” higher than the Houston counterparts. Regarding atmospherics, the two groups were most alike, though the Hong Kong group would be more likely to complain about the noise level while the Houston group, temperature and décor of hotel restaurants.     

A Framework for Developing and Testing Financial Capability Education Programs Targeted to Elementary Schools

Concerns about consumers’ ability to manage their finances have triggered a range of proposals, including interventions aimed at elementary school students. The goal of these approaches is to improve lifelong economic decision making, but the evidence supporting their efficacy is thin. In this article, the authors discuss the trend toward elementary financial education and propose a framework for developing evidence-based programs. They emphasize the need for understanding the underlying mechanisms that facilitate the translation of student knowledge into the ability to make sound economic decisions over the life course. The framework illustrates the importance of articulating the intended mechanisms and effects of education programs. This focus on mechanisms will not only facilitate the evaluation of individual programs, but also the synthesis of evidence across interventions.     

What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts

Under increasing domestic and global pressures, the survival of small agri-businesses in developing countries such as Sri Lanka is being challenged because of their poor strategic focus and weak coordination along the supply chain. The quality, efficiency, and versatility of production, processing, distribution, and marketing systems play a significant role in the competitiveness of agri-businesses. Improved competitiveness requires closer coordination along the supply chain so as to decrease transaction costs and create opportunities for differentiation. In Sri Lanka, the government has a greater role to play in developing an enabling environment for the chains to which small agri-businesses belong.     

Value Chain Analysis Across Borders: The Case of Australian Red Lentils to Sri Lanka

This research examines the creation and distribution of consumer value in the most important supply chain of lentils between Australia and Sri Lanka. This adopts a value chain analysis approach applied to a case study, using a mix of qualitative and quantitative methods. Intercept surveys of consumers in Sri Lanka revealed that quality, size, and price as the most important value-creating factors. A very strong communication and relationships triad exists among the trader, indenting agent, and processor, but the flow of information from consumer to producer is weak. Opportunities lie in improved genetics, better-informed growers, and continued production efficiencies.     

Why Firms Engage in Corruption: A Top Management Perspective

This study builds upon the top management literature to predict and test antecedents to firms’ engagement in corruption. Building on a survey of 341 executives in India, we find that if executives have social ties with government officials, their firms are more likely to engage in corruption. Further, these executives are likely to rationalize engaging in corruption as a necessity for being competitive. The results collectively illustrate the role that executives’ social ties and perceptions have in shaping illegal actions of their respective firms.     

TECHNOLOGY AND SPAN OF CONTROL: WOODWARD REVISITED

This study of production operations in 95 New Jersey manufacturing firms explains the widely replicated curvilinear relationship between first line supervisory span of control and Woodward's technological complexity scale. Revisiting Woodward led to the initial proposition that the relationship was a by-product of the differing degree of task variability among the major types of production operations. A subsequent literature review of administrative requirements suggested the importance of size, complexity and automaticity on supervisory span of control. Our data indicate that variations in the span of control of production operations classified according to Woodward's scale are attributable to the underlying effects of size and task complexity. Technology, whether operationalized as Woodward's production types or automaticity of machinery explained little variation in the span of control of first line supervisors.     

Attitudes and consumption values of consumers of imported fruit in Guangzhou,China

Research on how Chinese consumption values influence Chinese consumer behaviour is rare. First, this paper examines consumers’ attitudes towards the physical and intangible attributes of imported fruit. Then, it identifies consumers’ consumption values and the role of these values in purchasing behaviour. Data were collected through point of sale intercept surveys conducted in Guangzhou, China. Latent consumption values of consumers were identified through factor analysis. K‐means clustering revealed four natural groupings of consumers, each group demonstrating different consumption values. The results demonstrated the primary importance of symbolic values and hedonic values in the decision to purchase imported fruit. Such consumption values may derive from the intermingling of Confucian and Western cultural values. Results from this study could help to better understand interrelationships among product attributes, consumption values and cultural values, and could make a significant contribution in developing strategies to market imported fruit in China.     

Managerial myopia and the unintended real consequences of conditional conservatism

We examine whether the demand for conditional conservatism produces unintended real consequences that are exacerbated by managerial incentives to report higher earnings. We document a robust positive association between conditional conservatism and real earnings management (REM), particularly for firms whose CEOs face greater compensation incentives and capital market incentives to report higher earnings. Using mediation analyses, we find that conservatism has a negative indirect relation with future returns via REM over the next 1–3 years. In additional tests, we find that the relation between conservatism and REM is attenuated for firms with higher debt-to-equity, which suggests that debtholders moderate the negative relation between conditional conservative reporting and REM. Our findings suggest that, in contrast to its monitoring benefit, conditional conservatism can exacerbate managerial myopia, resulting in negative consequences for future firm value.     

Flexibility and Standardization: Test of a Contingency Model of Product Design–Manufacturing Integration

This article proposes and tests a contingency model of system integration of product design and manufacturing among producers of goods involving tooling development. The model predicts which combinations of organizational and technical practices will be most effective under conditions of high and low design newness. The results, based on data from 74 firms, largely support the model. Differentiating mechanisms, such as a tall hierarchy and job specialization, are negatively associated with design–manufacturing integration, particularly for new designs. Socio-integrative mechanisms, including such flexible practices as cross-functional teaming and collocation, are positively related to design–manufacturing integration for new designs only. However, the use of in-process design controls is positively related to design–manufacturing integration regardless of design newness, which suggests that some modes of standardization may be beneficial even for new designs.     

Management Discussion and Analysis: An Evaluation of Practice in UK and US Companies

The Accounting Standards Board has proposed the inclusion of an Operating and Financial Review in the annual reports of large UK companies, similar to the Management Discussion and Analysis (MD&A) required by the Securities and Exchange Commission (SEC) in the USA. This paper explores the nature of the MD&A reports already existing in the case of 42 UK companies which report to the SEC and compares these with a sample of 42 large US companies. Techniques of content analysis and a subjective scoring system were used to quantify the differences between observed practice of UK and US companies within the same set of regulations. UK companies were found to provide more informative reports with respect to disclosure of aspects of risk and uncertainty, as well as providing more forward-looking information. In both the UK and the USA there was no evidence of homogeneity of form and content within or between industry groupings. It is concluded that it is feasible for UK companies to produce the type of report envisaged by the Accounting Standards Board and that a wide range of practice exists within the framework of the SEC regulations. Research into user needs will be required to identify the most useful disclosures.