Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline.

     

What's on the Menu? Policies to Reduce Young People's Sugar Consumption

Young people in the UK consume far above the maximum recommended levels of added sugar. It is likely that neither they nor their parents fully take account of the future health, social and economic costs of this high sugar consumption. This provides a rationale for policy intervention. The majority of young people's added sugar consumption occurs in the home, where purchases are typically made by parents. This means that understanding the purchase decisions of adults is important for policy design, even if the policies aim to reduce the consumption of young people. We discuss the merits of popular policies, including taxes, advertising restrictions and restrictions on the availability of specific foods, and we identify promising avenues for future research.     

Inferential Causal Models: Integrating Quality & Quantity

In-depth data analysis plus statistical modeling can produce inferentialcausal models. Their creation thus combines aspects of analysis by close inspection,that is, reason analysis and cross-tabular analysis, with statistical analysis procedures,especially those that are special cases of the generalized linear model (McCullaghand Nelder, 1989; Agresti, 1996; Lindsey, 1997). This paper explores some of the roots of this combined method and suggests some new directions. An exercise clarifies some limitations of classic reason analysis by showing how the cross tabulation of variables with controls for test factors may produce better inferences. Then, given the cross tabulation of several variables, by explicating Coleman effect parameters, logistic regressions, and Poisson log-linear models, it shows how generalized linear models provide appropriate measures of effects and tests of statistical significance. Finally, to address a weakness of reason analysis, a case-control design is proposed and an example is developed.     

Does the Presence of Voice Imply the Absence of Silence? The Necessity to Consider Employees’ Affective Attachment and Job Engagement

Employer‐sponsored voice practices (ESVPs) are a tool used by human resource management to increase voice behavior and fulfill legal requirements for employee participation and consultation. Conceptual papers question the usefulness of ESVPs, arguing that they may promote selective expression at work in the way that employees who use ESVPs suggest work‐related process improvements (i.e., promotive voice) but still remain silent about issues that disturb smooth cooperation (i.e., cooperative silence). Prior research that treated voice and silence as being mutually exclusive cannot clarify how using ESVPs relates to voice and silence and under which conditions these links are particularly strong. Drawing from an employee survey in a UK branch of a multinational technology company, we apply a differentiated approach that treats voice and silence as separate behaviors and considers their specific motivators. Results from structural equation modeling show that even though employees use ESVPs and engage in voice, silence may still linger as a potential threat to performance and well‐being. Moreover, moderator analyses revealed that affective attachment to the organization increased and job engagement decreased the occurrence of this potentially dangerous coincidence. Our findings provide evidence for the usefulness of more differentiated approaches to employee voice and silence and indicate that factors that facilitate voice, be they formal procedures or pro‐organizational attitudes, might not suffice to overcome silence at work. We close with a discussion on ways to facilitate voice while reducing silence at the same time. © 2015 Wiley Periodicals, Inc.     

Rational plunging and the option value of sequential investment: The case of petroleum exploration

The potential to invest sequentially in related assets creates a tradeoff between diversification and concentration. Loading a portfolio with correlated assets has the potential to inflate variance, but also creates information spillovers and real options that may augment total return and mitigate variance. We examine this tradeoff in the context of petroleum exploration. Using a simple model of geological dependence, we show that the value of learning options creates incentives for investors to plunge into dependence; i.e., to assemble portfolios of highly correlated exploration prospects. Risk-neutral and risk-averse investors are distinguished not by the plunging phenomenon, but by the threshold level of dependence that triggers such behavior. Aversion to risk does not imply aversion to dependence. Indeed the potential to plunge should be larger for risk-averse investors than for risk-neutral investors. We test the empirical validity of our theory by examining bidding activity in petroleum lease sales. We find significant plunging behavior across a broad sample of oil companies. We also find that privately-held firms pursue even more concentrated (less diversified) prospect portfolios than publicly-held firms—which we attribute to risk aversion rather than size.     

Are Chinese nationals’ attitudes to wildlife tourist attractions different from those of other nationalities?

Many wildlife tourist attractions (WTAs) have negative impacts on animal welfare and species conservation. In the absence of regulation, raising standards requires tourists to create market pressure by choosing to attend WTAs with benefits for wildlife. We surveyed respondents from five countries – China, Australia, Canada, UK, and USA – to quantify how attitudes to captive animals, and towards WTAs’ outputs and standards, may vary with nationality. Our aim was to provide a firm basis for behaviour change interventions to alter current patterns of tourist consumption of WTAs. All respondents agreed on the importance of conservation and animal welfare, but Chinese respondents were twice as likely to believe that WTAs would not be allowed to exist if they were bad for animals, and that WTAs’ promotional materials were reliable indicators of welfare and conservation standards. These findings indicate Chinese respondents had fundamentally similar attitudes to those from the other countries, but differed in how those attitudes were likely to be applied. Chinese tourists may experience more barriers to aligning their actions with their values with respect to WTAs. Removing these barriers may require information campaigns to highlight the lack of regulation, and the unreliability of some WTAs’ promotional materials and tourists’ reviews.     

Risk Perception and Buying Behavior: An Examination of Some Relationships in the Context of Cruise Tourism in Jamaica

Cruise tourism continues to grow substantially, even as many other forms of travel stagnate. In this era of increasing worldwide violence against tourists, safety, security, and risk abatement are becoming principal components in travelers' decision-making processes. This work examines the issue of perceived risk and safety and what impact these perceptions have on shopping behavior. The research takes place in Jamaica, a country with a reputation for aggressive vendors. Findings indicate that those visitors who traveled with others spent more time shopping and purchased more. Additionally, it was found that first time visitors express higher levels of discomfort with their surroundings than did repeat visitors, thus inhibiting purchase behavior. Finally, it was found that levels of perceived risk and security did have an impact on a traveler's intention to return to Jamaica.     

Visitor centre staffing: Involving volunteers

Volunteer involvement in visitor centres has received little attention by tourism researchers despite the critical role staff play in welcoming tourists to a destination and promoting tourism activities. The community function of visitor centres - of which volunteering is part - has also been underplayed in previous research. Using data from a survey and interviews with visitor centre managers in Australia, this paper investigates the rationales for staffing visitor centres with volunteers and/or paid employees and, related to motivations for volunteering, the factors influencing the attractiveness of visitor centre volunteer programmes. The dominant rationales for involving volunteers are need, community involvement, visitor experience, and the personal qualities and motivations of volunteers. Visitor centre volunteering is attractive because of location and local pride, interactions with tourists and social relationships with other volunteers, and the reputation of the visitor centre and its volunteer programme.     

Bürgerversicherung — Die Wirkung von Kopfprämien auf den Arbeitsmarkt

Capitation fees are considered to be an option for a change in funding principles for statutory health care insurance. This paper discusses several models of capitation fees either to be introduced for a part of the population or for all citizens. It analyses the impact of a change in financing health care on the labour market. Therefore microeconomic theory and a QUERU-model is applied. It also considers the issue of presently co-insured dependents.     

Archetyping relationships with companion animals to understand disaster risk-taking propensity

Pets factor into the daily decision-making of many people. Importantly, various characteristics of these human–animal relationships are known to strongly influence pet owners’ risk behaviour and, consequently, their animals’ welfare during disasters. Yet, few studies have examined a range of such characteristics concurrently in order to describe risk propensity differences in these relationships. In this study, 437 Australian companion-animal (pet) owners reported human–animal relational, personality and attitudinal characteristics, to examine differences in stated tendency to act to secure their pet’s welfare whilst risking potential harm in a hypothetical disaster dilemma. Cluster analysis identified five archetypal profiles differing in relational, personality, attitude and risk-propensity characteristics, as well as in stated willingness to risk personal safety for the well-being of a pet. Results suggest that relational archetypes are an effective means of examining pet–owner risk propensity, to better understand owners’ risk-taking to protect their animals from harm during a disaster.