How online service recovery approaches bolster recovery performance? A multi-level perspective

Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studies focused on external service recovery systems for customers, but neglected internal service recovery systems for frontline employees. By extending Homburg and Fürst’s research, this study adopts a multi-level perspective to explore the influences of the mechanistic approach (process guidelines, behaviour guidelines, and compensation guidelines) and the organic approach of service recovery (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context.     

Measuring service experience: a utility-based heuristic model

This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.     

Economic Implications of Further Harmonisation of Electronic Communications Regulation in the EU

There are some aspects of the European RFEC and its implementation today that could benefit from increased harmonisation; there are others in which substantial accommodation to local, national or regional circumstances and preferences is desirable or required.     

Business economics in a post-truth era

Business economists face increasing challenges at this political and policymaking juncture. “Experts” and economists are out of favor with the public and with certain policymakers. In response, business economists should be frank about our failures and the limits of our models. We can then be ready to defend truth against falsehood. In our defense of fact-based decision making, we must first assert that data matter, and the unbiased integrity of that data matters. We must support and defend the work of the Bureau of Economic Analysis, the Bureau of Labor Statistics, and the Census Bureau. Business economists must be story tellers, transmitting historical memory of past crises, of past attacks on our profession and data sources (such President Nixon’s targeting of the Bureau of Labor Statistics).     

What is the potential growth rate of the U.S. economy,and how might policy affect it?

The answer to the question “What will future potential growth be?” is as important as it is unknowable. This paper attempts to predict future U.S. potential output growth by combining what is unknown (future productivity growth, the performance of the labor market) with what is known (the evolution of the age structure of the population). It does so in two ways. First, this paper uses the historical experience of potential labor productivity growth, labor force participation, and weekly hours to simulate a range of outcomes for future potential growth—finding a 90% confidence interval that ranges from 0.7% annual growth to 3.0% annual growth, centered by construction around the Congressional Budget Office projection of 1.8% annual growth. Second, the paper examines a range of specific economic policies that the Trump Administration might pursue in terms of their impact on economic growth both in the short run and over the next decade—finding that an outer bound of these policies could be plus or minus 0.5 percentage point on the annual growth rate, but that these policies would most likely subtract a small amount from growth.     

Steuerpolitik und Wirtschaftswachstum

The design of the tax system matters for economic growth. During times of economic crisis, tax instruments such as temporary tax cuts can be used to soften adverse effects on the economy by stimulating private and corporate spending. However, empirical evidence suggests that the overall impact of short term tax policies is limited. In the long run, the structure of the tax system is essential to building up an investment friendly and innovation-stimulating environment, which will promote sustainable economic growth.     

Rundfunkfinanzierung: von Gebühren und Beiträgen jetzt zur Indexierung?

The 2013 reform of the system for federal funding for public broadcasting has not put the issue to rest, as the reform has been followed by many critical voices. For example, the public broadcaster ARD now suggests linking its funding to GDP. As different types of funding streams alter how efficient and effectively public broadcasters can pursue their non profit goals, this article analyses options for funding public broadcasting. It seems that a mixed approach would serve as a possible solution.