How does product program innovativeness affect customer satisfaction? A comparison of goods and services

This article attempts to provide deeper insights into the link between the innovativeness of a company’s offered goods/services and customer satisfaction. This study proposes an inverted U-shaped relationship between the innovativeness of the offered goods and customer satisfaction. For the innovativeness of services, information economics and services marketing literature indicate an inverted S-shaped relationship. Two separate studies conducted for goods and services confirm the proposed nonmonotonic effects of the investigated relationships. Both studies use dyadic data from marketing managers to assess innovativeness and from customers to indicate customer satisfaction.     

Part-time working in the ‘super-service’ era Labour force restructuring in the UK food retailing industry during the late 1980s and early 1990s

The paper begins to explore and unravel the intricate relationship between corporate strategy and labour market restructuring within the UK food retailing industry during the late 1980s and early 1990s. It is argued that the increasingly diverse and heterogeneous nature of part-time working within UK food retailing has facilitated the metamorphosis of the corporate strategies employed by the major UK food retailers away from ones dominated by productivity enhancement of the new ‘Super-Service’ era. The introduction of Super-Service is shown to have had significant qualitative effects on the working practices and quality of work experienced by part-time workers within UK food retailing.     

Opportunities for Air Pollutant and Greenhouse Gas Emission Reduction through Local Transport Planning

This paper has three main objectives: firstly, to provide quantitative information on the potential greenhouse gas and air pollutant emissions reductions resulting from a number of future road transport scenarios; secondly, to illustrate the emission reduction measures available to local transport planners; and thirdly, to highlight the potential for these measures to be integrated into strategies that deliver other transport priorities. The results are drawn from a case study of Norfolk in the UK. We conclude that while technology can play a large part in reducing emissions of air pollutants, demand management is crucial to the delivery of long term greenhouse gas emission reduction and ultimately of air pollutant emissions too.     

Accidental activists: headhunters as marginal diversity actors in institutional change towards more women on boards

We present a qualitative study that examines the role of headhunters as actors in a broader institutional change process aiming to increase gender diversity on corporate boards. We draw on institutional and diversity management theories to conceptualise their change agency in the broader field of women on boards. We describe their role as ‘accidental activists’ and theorise two micro‐processes that define their change agency in this field: voluntaristic framing of intentionality and role redefinition by drawing on competing logics. This conceptualisation does not match the heroic image of the institutional entrepreneur driving institutional change, or that of the tempered radical championing diversity, but rather casts light into a marginal and previously neglected change role. We demonstrate the opportunistic and precarious nature of this role with regard to both institutional change and diversity management and discuss its possibilities and perils.     

Retention,turnover and return – a longitudinal study of allied health professionals in Britain

Problems of retention and turnover of allied health professionals are under-researched. A longitudinal (two-year) study of four allied health professions (AHPs) in the British health-care system sampled from three categories – stayers, leavers and returners. Qualitative data identified respondents' (n = 1925) own reasons for staying within the National Health Service (NHS), leaving it or returning to it. Data at the second stage of the study (n = 719) additionally identified reasons for staying in non-NHS employment. Responses show key differences among stayers, leavers and returners for their employment choice decisions. Differences between AHPs in the NHS and those working outside it are also identified. Longitudinal data revealed the influence of the changing employment context on employment choice decisions. Findings are related to the policy context and relevant theoretical literature. Recommendations for future research, particularly focusing on stayers so as to enhance retention strategies, are made.     

Corporate Governance and Intellectual Capital Disclosure

The aim of this article is to analyse the internal mechanisms of corporate governance (board of directors and ownership structure), which influence voluntary disclosure of intangibles. The results appear to corroborate the view that an increase in institutional investor shareholding has a negative effect on voluntary disclosure, supporting the hypothesis of entrenchment, whereas an excessive ownership by institutional investors may have adverse effects on strategic disclosure decisions. The results also indicate that an increase in the number of members of the board to up to 15 has a beneficial effect on the disclosure of intangibles. However, as this number increases, the effect inverts and becomes adverse to improving the capacity for supervision and control in the decision-making process regarding the voluntary disclosure of intangibles. The findings endorse the recommendation of the most of the Corporate Governance Codes regarding an advisable maximum of 15 members on a board to ensure its effectiveness and internal cohesion.     

Is Boreout a Threat to Frontline Employees' Innovative Work Behavior?

With the recognition that innovation is the lifeblood of competitive firms, researchers have investigated multiple antecedents of employees' innovative work behaviors. Most studies focus on supportive work conditions, work requirements, or even high work challenges as drivers of innovative work behavior as the extent to which frontline employees (FLEs) generate new problem‐solving ideas and transform these into uses during the service encounter. This study focuses instead on a lack of resources at the service encounter. Specifically, boreout is a negative psychological state of low work‐related arousal, manifested in three main forms: a crisis of meaning at work, job boredom, and crisis of growth. According to the conservation of resources theory, these three dimensions of job boreout as lack of resources draw energy from FLEs and thus, likely affect innovative work behavior. Data from 142 FLEs and their customers confirm that these dimensions of boreout affect FLEs' innovative work behavior, though in varying ways. A crisis of meaning at work and crisis of growth both impede innovative work behavior, but job boredom has no effect. Furthermore, support provided by customers moderates the relationships of these three boreout dimensions with innovative work behavior in unique ways.     

Impacts of Hedonic and Utilitarian User Motives on the Innovativeness of User‐Developed Solutions

When individual consumers develop products for their own use, they in part expect to be rewarded by the use value of what they are creating (utilitarian user motives), and in part expect to be rewarded intrinsically by such things as the fun and learning experience derived from creating it (hedonic user motives). This paper shows a first‐of‐type study to understand the relationship between individual consumers' motives to innovate and the novelty and utility of the solutions they develop. The theoretical framework integrates self‐determination theory and goal‐setting theory. The major findings of this study are that utilitarian user motives positively affect the utility of user‐developed innovations. In contrast, hedonic user motives drive solution novelty; the more an innovator is “in it for fun,” the more novel the solution developed. However, hedonic user motives also have an inverted U‐shaped relationship with solution utility. When the dominant motive for developing an innovation is the joy of the creative process rather than use value, the utility of what is developed is negatively affected. These findings are of research interest, and can be of significant practical interest to producers hoping to benefit from user‐developed innovations. For the first time, it has been possible to show that the adjustment of hedonic rewards, for example by means such as gamification, can affect the nature and utility of solutions individuals create.     

Disability Costs and Equivalence Scales in the Older Population in Great Britain

We use a standard of living (SoL) approach to estimate older people's disability costs, using data on 8000 individuals from the U.K. Family Resources Survey. We extend previous research in two ways. First, by allowing for a more flexible relationship between SoL and income, the structure of the estimated disability cost and equivalence scale is not dictated by a restrictive functional form assumption. Second, we allow for the latent nature of disability and SoL, addressing measurement error in the disability and SoL indicators in surveys. We find that disability costs are strongly related to severity of disability, and vary with income in absolute and proportionate terms. Older people above the median disability level require an extra £99 per week (2007 prices) on average to reach the SoL of an otherwise similar person at the median. Costs faced by older people in the highest decile of disability average £180.