Developing the service template process: From measurement to agendas for improvement

Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The extended process appears able to measure service users' and deliverers' perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The extended process is evaluated in four service situations. The paper concludes with an assessment of the advantages and disadvantages of the process in comparison with more traditional approaches to measuring service quality.     

Firm Accrual Quality Following Restatements: A Signaling View

We consider whether and how firms improve their financial reporting credibility following a restatement by comparing two alternative views. The compliance view predicts that firms simply correct errors to comply with regulations; the signaling view predicts that improvements are broader to allow firms to signal higher reporting quality and thereby reduce information uncertainty. We find that accrual quality improves significantly following the restatement and that this improvement is observed for both earnings and non‐earnings error restatements. We also find that the extent of real earnings’ management decreases significantly. Further, we find that improvements in accrual quality are higher for firms with CEO turnover and higher incentives to improve, but lower for firms switching to an auditor of lower quality. Collectively, our findings suggest that firms signal improved reporting credibility following a restatement through higher accruals quality and lower real earnings management.     

Can Weak Substitution be Rehabilitated?

This paper develops a graphical analysis and an analytical model that demonstrate how weak substitution can be used for non-market valuation. Weak complementarity and weak substitution represent preference restrictions that allow us to develop equivalent price changes to describe quantity or quality changes in non-market goods. The price changes are Hicksian equivalents in that they yield the same utility changes as would the quantity or quality changes. After discussion of several potential applications of weak substitution, the paper develops the parallel between the restriction and recent strategies from modeling differentiated goods.     

Customer acceptance of RFID technology: Evidence from the German electronic retail sector

Radio frequency identification (RFID) represents a novel technology that promises to deliver various benefits for customers in retail settings. However, up until now RFID technology has seldom been tested and drivers of customer acceptance remain unclear. Against this background, the present multi-method study seeks to explore customer acceptance of RFID technology at a German electronic retail corporation with regard to the technology acceptance model (TAM). Our results add to the literature as follows. First, RFID technology has predominantly been analyzed in business-to-business settings, whereas we analyzed an electronic retailing company and explored the customers’ point of view. Second, the TAM could be confirmed on the basis of a stratified random sample of 206 costumers for the present retail setting. In particular, we show that ease of use and security concerns are relevant. Third, despite the overall appropriateness of the TAM, refinements to the model seem to be needed. Therefore, we identify the overall attitude of customers toward novel technologies and data security to be of particular importance. Implications are discussed and future research options are sketched out.     

THE CHOICE OF TRADING VENUE AND RELATIVE PRICE IMPACT OF INSTITUTIONAL TRADING: ADRs VERSUS THE UNDERLYING SECURITIES IN THEIR LOCAL MARKETS

We address two important themes associated with institutions’ trading in foreign markets: (1) the choice of trading venues (between a company's listing in its home market and that in the United States as an American Depositary Receipt [ADR]) and (2) the comparison of trading costs across the two venues. We identify institutional trading in both venues using proprietary institutional trading data. Overall, our research underscores the intuition that the choice of institutional trading in a stock's local market or as an ADR is a complex process that embodies variables that measure the relative adverse selection and liquidity at order, stock, and country levels. Institutions route a higher percentage of trades to more liquid markets, and these trades are associated with higher cumulative abnormal returns. We also find that institutional trading costs are generally lower for trading cross‐listed stocks on home exchanges even after controlling for selection bias.     

8th International Conference on Corpor@te and M@rketing Communications (CMC)

This article addresses self-gift giving both from a consumer perspective and from the point of view of brands' promotional messages. Self-gifts may be regarded as personal acquisitions which are distinguished from other purchases by a particular motivation and context – quite literally, gifts to oneself. Our knowledge of this phenomenon from the consumer side remains limited, despite evidence of its importance in understanding consumer decisions. Furthermore, there is no empirical research addressing the extent to which organisations make use of the concept of self-gifts in their marketing activities. This paper addresses these gaps using a two-stage methodology. First, it enhances the understanding of self-gift consumer behaviour (SGCB) by 14 in-depth interviews with consumers. Then, drawing on the self-gift themes which emerged from the interviews, it presents the results of a content analysis of marketing communications for two selected product categories. The combined methodology offers new and rich insights into the theoretical understanding of self-gift consumer behaviour and provides recommendations for practitioners differentiating their marketing communications.     

南加州大学马歇尔商学院警惕“害群之马”

通过十年来对人类粗暴言行的研究，我们发现，工作场所常见（而且通常被容忍）的反社会行为，对公司的杀伤力比经理人想象得要更为严重。主管恶言相向，个别员工争功推过，居心不良者散播流言，私下搞小圈子排挤同事等等，类似的行为都会给组织发展带来难以磨灭的消极影响，但通常只有直接受害者本身才知晓这种伤害。     

Strengthening the voice of mental health service users and carers in Wales: a focus group study to inform future policy

Improving the mental health of the people in Wales lies at the heart of the Welsh Assembly Government's public health agenda and the current reforms of the National Health Service in Wales. However, relative to its importance as a health problem, spending on mental health is disproportionately low. Statutory authorities in Wales highlight the importance of listening to, and learning from, service users and carers. This is seen as a way of improving services within the limited funding that is available. The aims of this study were to describe the ways in which mental health service users and carers are currently involved in mental health services across Wales; and to consider the need for an all‐Wales mental health service user and carer ‘national mechanism’ to promote genuine partnership. Eight focus groups were held across Wales attended by mental health service users and carers. There is a clear picture of the level and nature of participation, evidence of good practice and user and carer based aspirations for future participation. There is an untapped source of energy and experience that could help transform mental health services for the good of all. To ignore this would be to miss an opportunity to improve the quality of care for all those dependent upon these services, both patients and carers.     

Simultaneous estimation of income and price elasticities of export demand,scale economies and total factor productivity growth for Brazil

This article focuses on a growth model in which (unlike other models) low (high) export demand elasticities and the fact that developing countries are importers of capital goods help explaining the slow (high) growth of these countries in the transition and in the steady state. The question arises whether export demand elasticities are low or high. For answering this question, export demand elasticities for the case of Brazil are obtained by estimation of the model. As a by-product of estimating the model, we obtain estimates for total-factor productivity growth and for scale economies. Based on the results from estimation we calculate steady-state growth rates, engine and handmaiden effects of growth as well as dynamic steady-state gains from trade. The model and the results are discussed in regard to several strands of literature.