Justice for Janitors in Los Angeles: Lessons from Three Rounds of Negotiations

We examine an important recent organizing success of the US labour movement: the 'Justice for Janitors' campaign in Los Angeles. This campaign has spanned a complete business cycle and shows the union's capacity for growth over time. It illustrates the potential for unions to overcome pro–employer bias of labour laws, as well as their efficacy in appealing to the wider public. It exposes the importance of building coalitions, as well as the value of union analysis of legal, industrial, and political conditions. Our analysis suggests conditions under which unions might survive and thrive in the service sector in the twenty–first century.     

NSD Processes and Practices in Experiential Services*

This paper examines new service development (NSD) in a distinctive set of services: experiential services. Organizations delivering experiential services place the customer experience at the core of the service offering. They focus on the experience of customers when interacting with the organization rather than just the functional benefits following from the products and services delivered. Increasingly, organizations are recognizing that managing customer experiences is a powerful way of differentiating from competitors, establishing emotional connections, and increasing customer loyalty. Studying experiential services sheds light on this highly intangible type of services and, by representing an extreme end of the service spectrum, can advance the knowledge on the wider area of new product and service development. This paper addresses three research questions: (1) What are the processes and practices used in the development and design of experiential services? (2) How are these processes and practices similar to or distinct from established NSD practices? (3) How do these findings reflect on the wider area of NSD? The study concentrates on five dimensions of NSD: (1) the process; (2) market research; (3) tools and techniques; (4) metrics and performance measurement; and (5) organization. For each of these areas propositions are formulated and refined with empirical data. Using the case research methodology, empirical data were collected in 17 case companies: experiential service providers, design agencies, and consultancies known for focusing on the customer experience. The main method of data collection was interviews with those involved in experiential service design, such as founders, executives, or experienced designers. The case data revealed a number of practices specific to experiential services. These include a strong emphasis on gathering customer insights, in several cases obtained through empathic research and ethnographic research techniques. Other specific practices for experiential services include mapping customer journeys or touchpoints and storytelling. The case study companies also revealed a trade‐off between relatively formal, tight methodologies and more flexible, loose methodologies in NSD. More research is required to investigate the contingency factors surrounding tight or loose methodologies. The results also revealed the use of more broadly used NSD practices, such as a systematic NSD process, multiple performance measures, cross‐functional teams, and front‐line involvement. The observations from this study are captured in a set of seven propositions concerning NSD in experiential services. Reflecting on NSD in general, this study highlights the important role of service process innovation compared with service product innovation and the importance of continuous innovation requiring NSD processes and practices that are more flexible, iterative, and nonlinear. The study also supports the argument that different types of services may require different NSD processes and practices.     

Private-Value Auction Versus Posted-Price Selling: An Agent-Based Model Approach

An agent-based first-price private-value auction and an agent-based posted-price market are developed to compare these selling methods when buyers have private values. If the seller cannot impose a reserve price and has little uncertainty about the item's value, the seller's expected revenue is highest in the posted-price market. Otherwise, the seller is better off selling the item with the auction. Using a genetic algorithm and Monte Carlo integration solved the agent-based models quicker and provided more precise answers than solving models with particle swarm optimization and using the trapezoidal rule for numerical integration. Copyright © 2015 John Wiley & Sons, Ltd.     

Total quality management and the human resource professional: Applying the baldrige framework to human resources

The still evolving discipline of total quality management (TQM) has left many humanresource professionals confused about their role. The authors believe that the HR function personnel should spearhead company quality efforts, as well as assess the performance of their own function, by using the Malcolm Baldrige National Quality Awards framework.     

Optimal innovation of futures contracts

This article presents a simple model of the innovation of newfutures contracts by transaction volume-maximizing futures exchangesin incomplete markets under uncertainty, with mean-variancepreferences and proportional transactions costs. We characterizethe set of Nash equilibria for a number of exchanges simultaneouslyor sequentially choosing contrasts. The optimal monopolisticcontract design is shown to be Pareto-optimal. An example showsthe failure of Pareto optimality for a particular Nash equilibrium.Likewise, in a monopolistic multiperiod setting, an exampleshows the failure of Pareto optimality given an incentive forthe exchange to induce turnover.     

Differential information and the small firm effect

We examine a model of market equilibrium in which there is less information available about some of the securities in the market than about others. We consider the model as a potential explanation of the well-known small firm anomaly. Using period of listing as a proxy for quantity of information, we find an association between period of listing and security returns that cannot be accounted for by firm size and which is not diminished by an elimination of January returns data from our sample. Thus, we observe a new empirical regularity in the data and refer to the regularity as the ‘period of listing’ effect.     

A nonsymmetric responding logistic model for forecasting technological substitution

This article presents a simple model of technological substitution termed as nonsymmetric responding logistic (NSRL). Based on the theory that substitution is an imitation process, the model can accommodate different patterns of technological substitution by allowing the imitation effect to vary over time systematically. It allows the S-curve to be symmetrical as well as nonsymmetrical, with the point of inflection responding to the substitution process. Data from four medical innovations are analyzed to illustrate the generality of the model.