Dysfunctional Customer Behavior Severity: An Empirical Examination

Although many studies assume that customers monotonically act in both a functional and a good-mannered way during exchange, considerable anecdotal evidence suggests that customers routinely behave negatively and often disrupt otherwise functional encounters. However, to date, rigorous empirical evidence of this phenomenon is lacking. This study synthesizes extant literature from a broad range of areas and advances two alternative conceptions of the factors associated with dysfunctional customer behavior severity. That is, after controlling for a variety of factors, the authors suggest that psychological obstructionism, disaffection with service, and servicescape variables are significantly associated with the severity of deliberate dysfunctional customer acts. The results provide insights for researchers interested in the darker side of service dynamics and generate useful implications for services practitioners charged with reducing the severity and the frequency of episodes of deviant customer behavior.     

Influences On Knowledge processes In Organizational Learning: The Psychosocial Filter

This paper reports a segment of broader theory-building case study research exploring organizational learning and knowledge processes in a bio-medical consortium. Its focus is the individual-level factors that influence knowledge processes associated with organizational learning. As we explored how rganizational learning occurred, the underlying knowledge processes came forward as complex and idiosyncratic. In an unanticipated finding, micro-processes emerged as highly influential, with individual perceptions of approachability, credibility and trustworthiness mediating knowledge importing and knowledge sharing activities. We introduce a model – the psychosocial filter – to describe the cluster of micro-processes that were brought forward in the study. Firstly, scientists filtered knowledge porting by deciding whom they would approach for information and from whom they would accept input. The individual's confidence to initiate information requests (which we termed social confidence) and the perceived credibility of knowledge suppliers both mediated knowledge importing. Secondly, scientists mediated knowledge sharing by actively deciding with whom they would share their own knowledge. Perceived trustworthiness – based on perceptions of what olleagues were likely to do with sensitive information – was the factor that influenced knowledge-sharing decisions. Significantly, the psychosocial filter seemed to constitute a heedful process with high functionality. Its effect was not to block knowledge circulation, but instead to ensure that nowledge-sharing decisions were made in a thoughtful and deliberate way. The psychosocial filter suggests an initial framework for conceptualizing the role that individual-level processes play in organizational knowledge sharing. Building on this, the model provides a platform for more focused exploration of knowledge processes and social relationships in organizational learning.     

Consumer Product Failure Causing Personal Injury Under the No-Fault Accident Compensation Scheme in New Zealand—a Let-off for Manufacturers?

This article examines how the no-fault accident compensation system in New Zealand operates to relieve manufacturers from liability to consumers for product failures which cause personal injury or death. The state-run accident compensation scheme pays compensation to persons who suffer “personal injury by accident” and bars claims for compensation from the party at fault. The advantage for consumers is that they are entitled to compensation from the accident compensation scheme as of right and do not need to make claims against manufacturers of products which cause injury or death. The article outlines some limited circumstances when consumers may claim compensation from manufacturers and identifies other avenues for holding manufacturers responsible for injury or death caused by faulty products. The paper makes three recommendations to increase manufacturer responsibility: (1) allow the regulatory body which administers the Accident Compensation system to claim compensation, by way of subrogation, from manufacturers in limited circumstances; (2) require manufacturers to pay an additional “product liability” levy to the accident compensation scheme; and (3) amend the Health and Safety at Work Act 2015 to cover non-workplace accidents exposing manufacturers of unsafe products to Worksafe investigation and possible criminal liability. The article argues that imposing additional responsibility on manufacturers for product failures which cause personal injury or death is justified on the grounds of fairness. Arguments based on corrective fairness and distributive fairness can both be relevant in cases of personal injury caused to consumers by manufacturers.     

The city,power and economic policy in the UK

This article makes use of recent work on financial markets to refine the analysis of the political power of the City in the policy-making process. It is argued that the distinction between market prices that reflect economic fundamentals, and bubbles, fads and herd behaviour plays a key role in assessing City influence. Further this broad notion of influence stemming from market prices need not operate in the interests of the City. As such City influence should be distinguished from the political power of the City, which more clearly resides in the City's ability to limit external regulation of its activities.     

The structure of british industry's sales in foreign markets

The structure of British industry's foreign sales is analysed by its principal components: exports, sales arising from licenses issued abroad and the output from facilities financed by British foreign direct investment. Total foreign sales are analysed by industry and by foreign market and differences in structure on both these dimensions are considerable. The literature is analysed in order to determine a preliminary set of variables which explain the structure at this highly aggregated level. Examination of the data allows us to focus on the most important explanatory variables, which include exchange rates, government policies and supply and demand factors.     

Mindfulness-based training interventions for employees: A qualitative review of the literature

We provide a comprehensive qualitative review of 67 published studies that have examined mindfulness-based training interventions conducted with employees. The findings indicate that the most common research designs were the pre-test/post-test only design (35.8%) and the randomized waitlist control group design (26.9%). About two-thirds of the studies included a control group (61.2%), with approximately three-quarters (75.6%) of these studies using random assignment. Of the 63 studies that used a conventional experimental design, the majority (65.1%) included only one follow-up assessment, most often immediately after training. Results indicated a great degree of heterogeneity in terms of program content, although many studies used some adaptation of Kabat-Zinn's (1990) Mindfulness-Based Stress Reduction (41.8%), an approach with a strong evidentiary base with clinical populations. All training programs incorporated practice, most (85.1%) used multiple methods of delivering the training material, and training varied considerably in total duration, session length, and the number of training sessions. Our review also found that the intended purpose of mindfulness-based training for employees was most commonly the reduction of stress/strain (80.6%), although a wide range of other targeted outcomes were documented. Based on our findings, we offer suggestions for future research aimed at advancing our understanding of mindfulness-based training interventions with employees.     

The rationale for an employment guarantee in South Africa

This article considers what would happen if unemployed people in South Africa had a right to a minimum level of regular work on decent terms. It looks at the example of India, where a law was passed in 2005 guaranteeing rural households up to 100 days of work a year at minimum wage rates. More than 55 million households now participate in this programme – a rare example of a policy innovation bringing about significant change in a society. India's employment guarantee has important implications for social and economic policy and gives new meaning to the concept of ‘a right to work’. The article explores how structural inequality limits South Africa's development options, and considers early lessons from South Africa's Community Work Programme to make the case for an employment guarantee in South Africa.     

Global liquidity risk in the foreign exchange market

Using a broad data set of 20 US dollar exchange rates and order flow of institutional investors over 14 years, we construct a measure of global liquidity risk in the foreign exchange (FX) market. Our FX liquidity measure may be seen as the analog of the well-known Pastor–Stambaugh liquidity measure for the US stock market. We show that this measure has reasonable properties, and that there is a strong common component in liquidity across currencies. Finally, we provide evidence that liquidity risk is priced in the cross-section of currency returns, and estimate the liquidity risk premium in the FX market around 4.7 percent per annum.     

Wildlife tourism as a common pool resource issue: enabling conditions for sustainability governance

Wildlife tourism is potentially a common pool resource (CPR) issue when the following are applicable: it is difficult to exclude tourists; their experiences are affected by others’ activities; and adverse impacts on the wildlife occur. CPRs are typified by non-excludability and subtractability. Relatively few efforts have been made to consider tourism in this way or to use the concept of CPR in tourism management schemes. This paper (1) explores the possibility of wildlife tourism being a CPR issue, (2) derives a list of enabling conditions required for the sustainability of such resources and (3) determines the applicability of the conditions through a case study. Having described the potential for wildlife tourism to be a CPR issue, the enabling conditions explored in the rest of the paper follow: the characteristics of the tourism resource system and its user groups, the associated institutional arrangements and the external environment. The application of CPR thinking to the case study, whale shark tourism in Ningaloo Marine Park, Western Australia, revealed the contribution of institutional arrangements, particularly those associated with the State Government, to sustainable management. The use of the enabling conditions as a tool for managing wildlife tourism is discussed.