The Impact of Automation in Service Industries＂ An Empirical Study

Academic research into service industries has explored the characteristics of interpersonal interactions between employees and customers, but there are few studies addressing the issues of consumer interaction with technology and its influence on the objectives and results of the operations subsystem. This study examines the elements of the service encounter, and the changes automation originates in them and their relationships. The paper also examines changes in the elements and results of the operations subsystem, as a result of automation. We propose that the customer＇s relationship with employees and/or technology and automated systems for the service impact the objectives and results of the operations subsystem, all of which could have an effect on the company＇s competitive position. The empirical study is focused on four industries, namely, toll motorways, car parks, carwash and video/DVD rental companies, in an attempt to identify objectives that lead companies to implement automated processes affecting the customer＇s relationship with the company. The hypotheses generated are contrasted with a structural equation modelling. The results confirm that the customer＇s relationship with employees and automated systems for the service impacts the objectives and results of the operations subsystem. Also, the results show how automation can enable firms simultaneously to achieve acceptable levels of flexibility and productivity, two dimensions that have traditionally been considered opposites.     

A Map Is Not a Territory—Making Research More Helpful for Sustainable Consumption Policy

The need to make consumption patterns more sustainable is widely acknowledged, yet effective policies for sustainable consumption are lacking. This article examines Nordic policy makers' views on why sustainable consumption research is difficult to apply in policy practice. We draw on the knowledge brokering literature to outline how the challenges of knowledge utilization in policy are connected to knowledge communication practices and to the types and scales of policy problems. Our empirical material is based on in-depth interviews with Nordic civil servants working with sustainable consumption issues. Our findings identify problems in sustainable consumption policy that are well documented in other fields, such as policy makers' lack of time and the inconclusiveness of research findings. However, we also identify more fundamental problems, which relate to administrative fragmentation and to the status of social science in policy making, as well as to the linear model of knowledge use in policy making in which administrators are forced to serve as knowledge brokers between researchers and policy makers. Our research suggests that better forms of knowledge dissemination are not sufficient to overcome these problems. New forms of knowledge co-production are needed, in which researchers, administrators, politicians, and other stakeholders work together to solve real-life problems and build up a shared knowledge community. We conclude by highlighting the implications for researchers aiming to promote change toward more sustainable consumption patterns.     

Line managers' support for older workers

Line managers make a difference when it comes to older workers continuing to participate in the labour market. Depending on their coaching abilities, and their willingness to use these abilities, line managers can offer social support to those older workers that they supervise. This willingness is to an extent dependent on the opportunities for action that the organization provides to line managers. Contrary to earlier research, our study based on a survey of 160 front line managers, failed to find evidence that the social support that line managers provide is influenced by negative stereotypical attitudes about the lack of flexibility and the performance of older workers. This study adds new insights into the determinants of line managers' activities and underlines the essential role that front-line managers play in human resource practices for older workers.     

The Difficult Relation between International Law and Politics: The Legal Turn from a Critical IPE Perspective

International law is currently undergoing a major transformation that has provoked a ‘legal turn’ in the field of International Relations. At the heart of this transformation are the juridification of international politics and subsequently the judicialisation of international law. This contribution argues that scholars of critical International Political Economy have not yet paid enough attention to this process. What is needed is a theory of international law that is able to grasp the societal implications of this transformation. In a first step some accounts drawing on Antonio Gramsci and Evgeny Pashukanis are presented, with a view to making their theory fruitful for analysing international law. Against the background of an empirical study that compares the global regulation of trade in goods with the trade in services, delivered notably through natural persons, some major shortcomings of these accounts are outlined. The last part of the contribution presents some ideas on how to further develop a critical theory of international (trade) law that introduces a communicative dimension into the legal turn with a view to distinguishing between different extra-economic dynamics.     

Improving the absorptive capacity through unlearning context: an empirical investigation in hospital-in-the-home units

The Spanish healthcare system has undergone important changes, particularly in the development of new homecare services. In practice, however, results have been mixed. Some homecare services have been successful, but implementation failures are common and the intended patients are frequently reluctant to use the homecare services. A possible explanation for efficiency and effectiveness gaps of services provided by hospital-in-the-home units (HHUs) may relate to the advantages and disadvantages of the knowledge processes that these units highlight as a result of their different structural properties. This study examines the impact of an unlearning (forgetting) context on the HHU's ability to challenge basic beliefs and to implement processes that are explicitly or tacitly helpful in the reception of new ideas (absorptive capacity). These relationships are examined through an empirical investigation of 54 doctors and 62 nurses belonging to 44 HHUs. The results show that the unlearning context plays a key role in managing the tension between potential absorptive capacity and realized absorptive capacity.     

Feedback effects of brand extensions on the brand image of global brands: a comparison between Spain and Norway

Abstract

Global brands often attempt to increase their sales through the launch of brand extensions. Such a strategy may, however, dilute existing brand beliefs at an international level, as two sets of data from Norway and Spain indicate. This paper illuminates how the attitude towards a brand extension affects the image of a parent brand. The extension attitude is mainly determined by the degree of perceived fit between the extension and the parent brand image. In the Spanish sample, it is also determined by the degree of familiarity with the parent brand and the perceived fit at the product category level. After analysing these relationships, the paper focuses on the moderating role of two dimensions of consumer innovativeness: hedonist innovativeness (tied to need for stimulation) and social innovativeness (tied to need for uniqueness). Finally, the cultural orientation of the origin country is analysed as a moderating factor.     

Sovereign asset values and implications for the credit market

Using the contingent claim approach and market data on sovereign credit default swaps we assess the drivers of a country's risk perception. Deriving market-based asset values for a set of advanced economies we gain insights into the capital markets' perspectives on sovereign creditworthiness. We find the market-based asset values to be positively influenced by debt and to be an early risk indicator for economic developments. In a cross-section analysis we identify drivers of the economic risk of countries. Clustering the countries according to their debt to asset value ratios provides further insights into the market perceptions of sovereign credit risk. For example we find that the asset values of countries with higher ratios react to changes in the global equity market. Countries with a lower ratio react more to the political stability within the country.     

Dynamics of retail-bank branching in Antwerp (Belgium) 1991–2006: Evidence from micro-geographic data

We exploit a comprehensive new panel dataset on retailbank branch locations in 233 neighborhoods (local markets) in the metropolitan area of Antwerp to describe (i) how between 1991 and 2006 the patterns of bank presence, entry, exit and choice deeply evolve and (ii) whether and how changes in these “on the ground” patterns systematically diverge across Antwerp’s different, highly segregated neighborhoods. We show that over the 15-year period under study entry and exit dynamics substantially intensify, the level change in branch desert grows significantly, and bank choice markedly declines; and that between 1996 and 2001, these changes are robustly associated with the neighborhood average income. In doing so, we advance a new technique for generating spatial measures that both minimize the discretization bias and can be reliably linked to neighborhoods. We demonstrate that the resulting measures are indeed more precise than traditional count measures.     

Influence of Corporate Image on Brand Extensions: A Model Applied to the Service Sector

The paper presented here provides a new perspective in the study of service brand extensions, which has become a popular strategy for launching new services. Specifically, the paper proposes and estimates a model that shows how potential consumers evaluate service extensions. The findings show that the corporate image affects both the perceived service quality and the perceived fit between the new service and the parent brand, which in turn affects attitudes towards the extension. In consequence, the service extension is more likely to be successful when the corporate image is reinforced by effective marketing communications. The perception of service quality will be better and consumers will think that the company is more able to offer the new services.