Predictors of customer service training in hospitality firms

Small hospitality firms have a reluctance to embrace business improvement activities in general and customer service training in particular. In a survey of 255 hospitality firms, this study investigated a range of predictors for owner–managers to adopt specific customer service training activities, in a series of regression equations. It was found that, in general, those firms that placed more importance on customer service training were willing to take up more training activity. In addition, it was found that predictors for specific customer service training activities, such as benchmarking best practice or mystery shopping, varied between types of activity and with a general intention to consider customer service training.     

Does Gravity Matter in a Service Economy?

This paper estimates gravity equations for bilateral services trade in a sample of 28 countries. It finds that the standard gravity variables of economic size and geographic proximity are significant factors in services trade. It also reveals positive effects of linguistic ties on services trade. There is evidence of a positive link between regional trade arrangements and services trade. Much of that effect appears to reflect the impact of bilateral goods trade on services trade. This implies that efforts to enhance goods trade—bilateral or multilateral—should lead to more services trade as well. JEL no. F13, F15, L80     

The Economics and Bioeconomics of Folk and Scientific Classification

Synopsis This paper is the product of a collaboration between a biologist (Ghiselin 1997) who works on the philosophy of classification and an economist (Landa 1981, 1994) who works on the ‘Economics of Identity’: how and why people classify people based on identity in the context of a theory of ethnic trading networks. In developing the ‘bioeconomics’ (the synthesis of economics with biology) of classification, we crossed a number of disciplinary boundaries—anthropology, economics, sociology, biology, and cognitive psychology including evolutionary psychology’s ‘fast and frugal’ heuristics. Using a bioeconomics approach, we argue that folk classifications—the classifications used by ordinary persons—have much in common with scientific classifications: underlying both is the need for economy of information processing in the brain, for the efficient organization of knowledge, and for efficiency of information acquisition and transmission of information to others. Both evolve as a result of trial and error, but in science there is relatively more foresight, understanding, and planning.     

Toward an Understanding of Religiousness and Marketing Ethics: An Empirical Study

This study examines the influence of religiousness on different components of marketing professionals' ethical decision making: personal moral philosophies, perceived ethical problem, and ethical intentions. The data are from a national survey of the American Marketing Associations' professional members. The results generally indicate that the religiousness of a marketer can partially explain his or her perception of an ethical problem and behavioral intentions. Results also suggest that the religiousness significantly influences the personal moral philosophies of marketers.     

Value of Household and Farm Work: Evidence from Alberta Farm Family Data

Estimates of the economic value of unpaid household and farm work of Alberta farm women and men are calculated using two common market alternative cost methods. Time use data for 1984 collected by Doherty and Keating (1985) from 414 Alberta grain farm families as well as Statistics Canada wage data are used. The average annual value of unpaid farm work ranges from $20,647.35 to $29,088.24 for men and from $5,017.54 to $6,604.19 for women. Conversely, unpaid household work performed by women has an average annual value of $17,460.98 to $34,617.66, while the value of men's unpaid household work ranges from $1,943.02 to $3,962.54 annually. When the values of farm and household production and the income generated by off-farm work are accounted for, there is little difference between mend's and womend's total contributions to the economic well-being of the farm family. These estimates illustrate the importance of family membersd' unpaid work to the economic well-being of the family. They also suggest that there is little basis for the historic inequity of legal and other social systems that neglect the economic value of womend's contributions to family welfare. On estime la valeur du travail domestique et agricole non rémunéré des agricultrices et des agriculteurs de l'Alberta au moyen de deux autres méthodes de calcul des coûts, dd'usage courant sur le marché. On se sert pour cela des données de 1984 sur le temps recueillies par Keating and Doherty (1985) auprès de 414 producteurs de céréales de l'Alberta et des données sur les salaires de Statistique Canada. La valeur annuelle moyenne du travail agricole non rémunéré varie de 20 647,35 $ à 29 088,24 $ pour les hommes et de 5 017,54 $ à 6 604,19 $ pour les femmes. Parallèlement, le travail domestique non rémunéré effectuÉ par les femmes vaut de 17 460,98 $ à 34 617,66 $ en moyenne par année, tandis que pour les hommes il varie entre 1 943,02 $ et 3 962,54 $. Lorsqud'on additionne la valeur de la production agricole et domestique et le revenu générÉ par le travail non agricole, on constate qud'il y a peu dd'écart entre la contribution totale de l'homme et celle de la femme au bien-être économique de la famille rurale. Ces estimations prouvent 1d'importance du travail non rémunéré des membres de la famille pour la situation économique de cette derniÈre. Elles suggèrent également qud'il nd'existe pas de véritable fondement à l'injustice historique introduite par les systèmes juridiques et sociaux qui négligent la valeur de la contribution des femmes au bien-être économique de la famille.     

The Aggregate Demand Curve and Its Proper Interpretation

Textbook authors, in their presentations of aggregate demand–aggregate supply, are admonished to set their houses in order. The writers suggest the continued usefulness of the traditional “Keynesian cross” model as a pedagogical device and present a version that they allege to be superior to the popular AD–AS models found in many contemporary texts.     

“Remembrance of things past”: Gordon Tullock,the man and the bioeconomist

My tribute paper on Gordon Tullock (1922–2014) provides some memorable stories of Tullock as a person and as a founder of bioeconomics. I include my speech, “Toast and roast: Gordon Tullock,” delivered on the occasion of Tullock’s 80th birthday; also the same “Toast and roast....,” written in the form of a poem, “Ode to Gordon Tullock.” I also discuss Tullock’s contributions to bioeconomics. In a concluding section, I recall a couple of my poignant memories of Gordon Tullock.