FAMILY BACKGROUND,EDUCATION AND EMPLOYMENT IN URBAN ETHIOPIA†

Most studies suggest that family background has a strong effect on earnings both directly and indirectly through the returns to own education. However, such effects might reflect the influence of family background on entry into work rather than a productive effect on earnings. The paper uses data from a survey of 16–29 year olds in urban Ethiopia to examine the impact of family background on selection into work and earnings. Family background strongly influences entry into the public sector; accounting for such selection removes its impact on earnings. This contrasts with the persistence of family background effects on private sector earnings.     

Impact of CRM technology on sales process behaviors: empirical results from US,Europe, and Asia

Purpose: The diffusion of customer relationship management (CRM) systems across the globe, over the last decade, has created a need to improve the understanding of the impact of technology on the sales process from a global perspective. The authors examine how CRM technology impacts the sales process (creating opportunity, managing opportunity, and managing relationships) in three regions of the world (US, Europe, and Asia).

Methodology/Approach: The differences among US respondents (n = 789), European respondents (n = 327), and Asian respondents (n = 91) were explored. A multivariate analysis of variance (MANOVA) was conducted on creating opportunity, managing opportunity, and managing relationships, with dichotomized CRM effectiveness and geography (US/Europe/Asia) as factors.

Findings: The MANOVA revealed a significant influence of CRM effectiveness, but a non-significance for geography and a non-significance for the interaction between CRM effectiveness and geography. This pattern of results suggests that CRM effectiveness leads to significant differences in sales processes; however, these influences are not qualified by the geography to which the firm belongs. Ensuing univariate Analysis of Varirances (ANOVAs) revealed a significant influence of CRM effectiveness on creating opportunity, managing opportunity, and managing relationships, but not for firm–geography or its interaction with CRM effectiveness. Post hoc tests revealed that firms high on CRM effectiveness were better at creating opportunity, managing opportunity, and managing relationships. Differences in CRM effectiveness lead to significant differences in sales processes; however, these influences once again are not qualified by the geography to which the firms belong.

Originality/Value Contribution: This study provides several contributions to the stream of research focused on CRM globally. First, due to globalization, CRM use and process can be more standardized across regions and cultures. With the evolution of technology such as Web 2.0 and cloud computing, barriers to communicating and exchanging information, regardless of time zone or location, have been decreased. A US firm’s use of a CRM platform can essentially capture the same information on a client that a firm in Europe or Asia also manages. CRM’s ultimate measure of success is for the buyer–seller relationship process to positively impact the level of business conducted.     

Factors that Influence the Learning Curve: Evidence from Cost Behavior in Clinical Labs*

Clinical labs belong to a mature industry and fulfill a critical function in the health-care value chain. We examine factors that influence the opportunity, motivation, and ability to learn in clinical labs. We hypothesize that with respect to learning about cost: (i) organizational design, such as the extent of outsourcing can impede the opportunity to learn, (ii) quality focus (measured by mortality rates and length of stay (LOS)) can reduce the motivation to learn, and (iii) related task variety (measured by product-mix breadth) and information technology investments can enhance the ability to learn. Our empirical tests calibrate learning effects on disaggregate (technical and supervisory hours and cost) and aggregate (salary and total direct cost) cost and time pools. Using longitudinal data from clinical labs in California for the period 1997–2015, we find that clinical labs with greater cumulative output have lower average costs, consistent with learning effects in clinical labs. We also find results consistent with our hypotheses about the contextual factors that influence learning rates in clinical labs. Our findings contribute to a better understanding of learning rates with implications for budgeting, forecasting, and performance measurement. The results highlight that learning can be a crucial source of cost reduction in health-care settings.     

Antecedents of intention to use chatbots in service encounters: A meta-analytic review

The trend of using artificial intelligence based chatbots for service encounters has seen a significant spike in recent times. Many studies have attempted to explain the adoption of the technology for various service applications; this study synthesizes the literature through a meta-analysis, for which data from 70 independent studies, with a combined sample size of 20,026 was considered, to understand the influencers of the attitude and intention to use chatbots for service encounters. In addition, this study also sought to understand the moderating role of the culture, the technological characteristics captured through the variables transactional/non-transactional, and informative/entertaining of the hypothesized relationships. Meta structural equation modelling (meta-analytic SEM) was used to analyse the data. The results indicate playfulness, attitude, usefulness, facilitating condition and social influence of the chatbots are the key factors in influencing user adoption. Further, technological characteristics and culture were found to significantly moderate certain relationships in the model. Practical and theoretical implications have also been discussed.     

Financial controller turnover: An early warning sign of deteriorating financial reporting quality

This study examines the relation between financial controller turnover and public firms’ financial reporting quality. Exploiting a special institutional setting in China, where financial controllers along with CEOs and CFOs are required to attest to the accuracy and completeness of firms’ annual reports, we find that: (a) financial controller turnover is negatively associated with financial reporting quality, (b) the negative relation between financial controller turnover and financial reporting quality is more pronounced in non-state-owned enterprises, in firms with weaker corporate governance, and in areas with higher regulatory enforcement intensity, and (c) financial controller turnover is not related to real earnings management. Further analyses show that financial controller turnover is associated with the incidence of subsequent financial report restatements and enforcement actions by the China Securities Regulatory Commission (CSRC). Financial controller turnover also precedes top executive turnover and can be viewed as an early warning sign of deteriorating financial reporting quality. Such information content is incremental to that of top executive turnover. Our analyses also show that firms with financial controller turnover have higher initial stock returns but underperform their counterparts in the long run.