Advanced workforce management for effective customer services

Because almost 60?C80% of the total costs for operating a contact centre involve wage and benefit expenses for personnel, determining the optimal number of agents available is of great importance in call centre management. In modern call centres, working hours are divided into planning intervals with identical lengths. Each planning interval is typically assumed to be a homogeneous Poisson process in a steady state, and simple queuing models, such as Erlang-C (M/M/c), are often applied to determine the optimal staffing levels of the planning intervals. However, since the actual length of the planning interval in practice is relatively short, the basic assumption of staffing analysis could be violated. In this paper, we numerically analyze an M/M/c+M call centre??s behavior in a transient state. As a result, we can determine appropriate staffing levels of a call centre with short planning intervals which do not assume to be in a steady state.     

Long‐Run Stock and Operating Performance of Underwriter Warrants: Evidence from Seasoned Equity Offerings

We examine the long‐run stock and operating performance of firms issuing underwriter warrants. Using matched samples, we found significant long‐run underperformance of seasoned equity offerings (SEOs) with warrant compensation, relative to SEOs with cash compensation, following offering announcements. Profitability measures of firms issuing underwriter warrants are also significantly lower over the post‐offering period. In sharp contrast to these results, growth measures of warrant‐issuing firms are greater for both pre‐ and post‐offering periods. Combined together, our results suggest that underwriter warrants are offered in a way to take advantage of the higher growth potential of issuing firms in the short term, whose growth trend is, however, transitory and not materialized into higher stock or operating performance over the long‐run, post‐offering period. We interpret our results as suggesting that the certification effect of SEOs with warrant compensation through growth signaling does not last in the long run. We further offer a behavioral approach as explanations of the short‐run outperformance of SEO firms with warrant compensation with empirical evidence supporting the Miller's divergence of opinion hypothesis.     

Development of virtual cyber‐tour in the virtual reality system

This study is to explain the importance and the necessity of virtual cyber‐tour in a virtual reality environment, and to present a way of its realization as a means to surmount the fundamental constraints in current tourism, arising mainly from the individual health, cost, leisure time, and the low perception on tourism culture. This virtual cyber‐tour using virtual reality technology will not only provide various indirect tour experiences to the existing tour resources, but also develop a new type of tour system, leading to new worlds which have not been accessible to the public because of various restrictions coming from the current technology, transportation means, and physical limits of human body. Thus, the cyber‐tour will be a new tour resource of totally different concept and also, its industrialization will result in the developments of new industries for virtual reality system, video production, and display media, creating lots of jobs and added value.     

Veto power in committees: an experimental study

Veto power consists of the right of one or more players to unilaterally block decisions but without the ability to unilaterally secure their preferred outcome. Our experiment shows that (i) committees with a veto player take longer to reach decisions (are less efficient) and generate less consensus than without a veto player, (ii) veto power substantially enhances proposer’s power, and (iii) non-veto players are substantially more willing to compromise than veto players. We relate our results to the theoretical literature on the impact of veto power as well as to concerns about the impact of veto power in real-life committees.     

An Explorative Study of Korean Consumer Participation in Virtual Brand Communities in Social Network Sites

ABSTRACT

The importance of virtual brand communities in social network sites has received increasing attention from both academia and industry. In surveying a sample of 333 virtual brand community members in Korean social network sites, the current study provides a baseline understanding of the antecedents and consequences of virtual brand communities. The findings here suggest that members of brand communities have six primary social and psychological motives for engaging in virtual community activities: interpersonal utility, brand loyalty, entertainment seeking, information seeking, incentive seeking, and convenience seeking. Our findings also indicate that members of consumer versus marketer-generated brand communities show both similarities and differences in terms of the extent of community participation and the levels of community commitment, satisfaction, and future intention. Our findings provide useful managerial implications for marketers who want to tap into the huge communication potential of this new marketing communication tool and medium, as they offer insight into the proactive role of consumers in today's marketplace.     

CEO's Operating Ability and the Association between Accruals and Future Cash Flows

This study investigates whether an individual CEO's operating ability, operationalized as the extent to which an individual CEO utilizes the company's assets efficiently to generate profits, explains the association between accruals and future cash flows. While this mapping can be driven by both the quality of accounting measurement and CEO operating ability, there is little empirical evidence on the latter link. After controlling for the CEO's accounting estimation ability, we find that the association between current period accruals and future cash flows is stronger when the CEO demonstrates superior operating ability. This suggests that a CEO's operating ability is an important determinant of the informativeness of current accruals for future cash flows.     

Does the law of one price hold better under a flexible exchange rate system?

Using China's recent exchange rate system reform as a special event, we investigate two issues pertinent to the change in the exchange rate system: how the documented price discounts on Chinese foreign shares (B- and H-shares) changed after China shifted to a more flexible exchange rate system; and what potential factors contributed to such changes. We find significant increases in foreign share discounts after the reform and these increases cannot be explained by the changes in stock risk, information asymmetry or market liquidity. Our results provide evidence that investor expectation on long-run RMB appreciation and investor attitude toward exchange rate risk under a more flexible exchange rate system contribute to the observed increases in foreign share discounts following the reform.     

Does Korea follow Japan in foreign aid? Relationships between aid and foreign investment

Korea, an emerging donor country, largely considers its economic relations to recipients when allocating its aid. Such practices were preceded by Japan before the 1990s. We expect those similar practices between the two countries will make resemblance in aid outcomes. On a macro-level, we show similarities in aid allocations by type, region, income, and sector. The similarities are ascertained also at a micro-level by our statistical analysis on the relationships between aid and FDI. The analysis based on the FDI gravity model and panel dynamic system GMM estimation shows that only aids from Korea and Japan create more inflow of FDI into their respective recipient developing countries. Those are contrasted with other donors’ aids, which are not related to FDI or the substitute for FDI.