The mixed economy for public service consumers. The case of consumer agencies for public transportation

The phrase mixed economy of welfare refers to the observation that the provision of public services in western countries frequently involves the participation of other sectors in addition to government. For example, a service may be privately financed and produced but regulated by government, financed by government subsidies or vouchers but produced privately, or produced by a commercial or voluntary organization under contract to government. But such different ways in which government can arrange public service supply by no means exhaust the varieties of arrangements in a mixed economic system. Other examples include alternative institutional arrangements for articulating consumer wants for public services, evaluating consumer satisfaction, and holding the producers of services accountable for their performance.This paper examines the role of official public advisory bodies and private, voluntary associations whose purposes are to improve services to users of U.S. public transportation. At variance with some of the theory of political economy, it is found that the public and private consumer organizations generally enjoy a symbiotic rather than substitute or competitive relationship with one another, and that both kinds of organizations arise and complement each other in addressing the problems of consumers of a government service produced under monopoly conditions.

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Die Beteiligung mehrerer Wirtschaftssektoren bei der Versorgung mit öffentlichen Diensten — der Fall der amerikanischen Verbraucher-Agenturen für öffentlichen Nahverkehr

Zusammenfassung Der Ausdruck mixed economy of welfare bezieht sich auf die Beobachtung, daß die Versorgung mit öffentlichen Gütern in westlichen Ländern häufig nicht allein durch den Staat erfolgt. So kann zum Beispiel ein öffentliches Gut privat finanziert und hergestellt werden, aber unter öffentlicher Aufsicht stehen, oder es kann von der öffentlichen Hand bezahlt aber privat produziert werden, oder es kann durch eine kommerzielle oder gemeinnützige Organisation in Absprache mit staatlichen Stellen produziert werden. Ebenso gibt es Fälle, wo öffentlicher und privater Hersteller eines vergleichbaren Gutes verschiedene Marktseggmente versorgen. Beispielsweise stehen in den USA den Bürgern, die mit öffentlichen Schulen unzufrieden sind, private Schulen zur Verfügung.Diese Beispiele zeigen, auf welchen unterschiedlichen Wegen die Versorgung mit öffentlichen Gütern rangiert werden kann. Solche angebotsorientierten Beispiele zeigen aber nur einen Teil der möglichen Sektorverbindungen in einer Mischwirtschaft. Andere Beispiele treffen eher die Nachfrageseite bei öffentlichen Gütern, insbesondere die institutionellen Möglichkeiten für die Artikulation von Verbraucherwünschen hinsichtlich öffentlicher Güter für die Erfassung der Zufriedenheit und dafür, daß die Anbieter öffentlicher Güter für ihr Leistungsniveau einstehen müssen. Solche Beispiele zeigen, daß Einrichtungen wie Kommissionen für öffentliche Dienste, Departements für Konsumentenfragen, Ombudsmänner und eine Vielzahl privater und freiwilliger Organisationen in unterschiedlichster Weise tätig werden, um die Interessen von Bürgern zu schützen, die öffentliche Leistungen in Anspruch nehmen.Der vorliegende Beitrag betrachtet solche Einrichtungen für öffentlichen Nah- und Fernverkehr in den USA. Ebenso wie in England gibt es hier sowohl offizielle öffentliche Beratungsgremien wie auch private freiwillige Einrichtungen, deren Zielsetzung ganz ähnlich sind, nämlich die Leistungen der öffentlichen Verkehrsunternehmungen zu verbessern. Der Beitrag berichtet über die Ergebnisse einer empirischen Studie beider Arten von Gremien und versucht die Rolle beider Arten in einer Mischwirtschaft zu beschreiben. Insbesondere versucht der Beitrag, zu erklären, warum beide Arten von Gremien entstehen, welches Verhältnis sie zu einander und zu den Transportunternehmen haben. Im Gegensatz zu manchen theoretischen Annahmen erwies sich, daß öffentliche und private Verbraucherorganisationen weniger in einem substitutiven oder wettbewerblichen Verhältnis zueinander stehen, sondern eher eine Symbiose miteinander bilden, und daß sich beide Arten von Organisationen häufig bei der Behandlung von Problemen ergänzen.The author is indebted to his former student and research assistant Chester Phillips for carrying out the survey for this paper. He would also like to thank his colleague Richard Silkman for insightful comments and suggestions on the first draft and Beverly Dolinsky of the Permanent Citizens Advisory Committee to the MTA in New York City for the time and information she provided. Finally, the author wants to thank Ken Judge for providing the stimulus to write this paper through the invitation to participate in the 1983 Social Administration Association Conference in Canterbury, England, where this paper was first presented, and Harry Weiner for arranging support to allow attendance at that conference.

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Dennis R. Young is a Professor at W. Averell Harriman College for Policy Analysis and Public Management, State University of New York at Stony Brook, Stony Brook, New York 11794, USA.     

Effects of personalized e-mail messages on privacy risk: Moderating roles of control and intimacy

New communication platforms have enabled firms to collect personal data on their consumers and provide more personalized services. Personalized service facilitates interpersonal communication and interactions based on consumers’ personal and preference information, and therefore constitutes a way to improve firm–customer relationships. However, such personalized services may be vulnerable to privacy issues. This study investigates the effects of personalized e-mail messages (an archetypal example of personalized service) on consumers’ risk perceptions and two moderating variables: consumers’ control and message intimacy. In three experiments, we show that an increase in the level of personalization in e-mail messages increases consumers’ privacy risk perceptions. However, giving consumers more control over their personal information and adding intimate cues to e-mail messages moderate the negative effects of personalized e-mail messages on their privacy risk perceptions. The study provides important implications for both academics and managers in developing and employing personalized service in new media communication.     

Who Says There is an Intention–Behaviour Gap? Assessing the Empirical Evidence of an Intention–Behaviour Gap in Ethical Consumption

The theories of reasoned action and planned behaviour (TRA/TPB) have fundamentally changed the view that attitudes directly translate into behaviour by introducing intentions as a crucial intervening stage. Much research across numerous ethical contexts has drawn on these theories to offer a better understanding of how consumers form intentions to act in an ethical way. Persistently, researchers have suggested and discussed the existence of an intention–behaviour gap in ethical consumption. Yet, the factors that influence the extent of this gap and its magnitude have not been systematically examined. We, therefore, contribute to the debate on the intention–behaviour gap by reviewing the empirical TRA/TPB studies that have assessed both intention and behaviour in ethical contexts. The findings from our review show that few studies assessed the intention–behaviour relationship and as a result, there is limited empirical evidence to date to quantify more accurately the intention–behaviour gap in ethical consumption. Our second contribution aims to provide an empirical case study which assesses the magnitude of the intention–behaviour gap in the context of avoidance of sweatshop clothing and to assess the roles of planning and actual behavioural control in potentially reducing the intention–behaviour gap. The findings of our case study suggest that there is indeed a large gap between intention and behaviour, and we conclude by calling for more empirical longitudinal studies to assess the complex nature of the relationship between intention and behaviour.     

How Online Product Reviews Affect Retail Sales: A Meta-analysis

A growing body of research has emerged on online product reviews and their ability to elicit performance outcomes desired by retailers; yet, a common understanding of the performance implications of online product reviews has eluded us. Scholars continue to navigate an array of studies assessing different design elements of online product reviews, and various research settings and data sources. We undertake a meta-analysis of 26 empirical studies yielding 443 sales elasticities to examine how these variables relate to retail sales. Building on well-established meta-analytical methods, we address the following questions: How does review valence influence the elasticity of retailer sales? What about review volume? For which product types and usage situations do online product reviews have a greater impact on retailer sales elasticity? Which types of online reviewers and websites exert the greatest influence on retailer sales elasticity? Our study answers these important questions and provides a much needed quantitative synthesis of this burgeoning stream of research.     

Environmental Multi‐dimensionality and Staff Localization in Multinational Enterprises: The Case of Korean Firms

The person–environment fit theory posits that the term “environment” can be defined at different levels. This study delineates two environmental dimensions (strategic and organizational) and empirically examines the potential moderating effects of two strategic factors (intra‐ and inter‐regional diversification) on the relationship between two organizational factors (subsidiary ownership and host‐country experience) and MNE subsidiary staffing composition. The results indicate that strategic and organizational dimensions have impacts on subsidiary staffing composition. This study also finds that the interaction effects between strategic and organizational factors are significant only when there is congruence between demands from different environmental dimensions.     

Online Repurchasing: The Role of Information Disclosure,Hope, and Goal Attainment

The emergence of online purchasing has changed the relationship between consumers and brands. Our research focuses on online information disclosure and consumer hope in an online shopping environment. Two studies are undertaken to test the theoretically derived hypotheses. Study 1 evaluates the causal relationship between information disclosure and hope via an experiment in an online shopping context. Study 2 involves an online survey to test the nomological network presented in this research. The models identify the moderating effect of consumer product knowledge on online information disclosure and consumer hope. For academics, this research advances knowledge of how consumers' confidence in sharing personal information develops hope, consequently enabling them to attain their goals and repeat their purchases. For practitioners, it offers a better understanding of how investments are successful in aiding consumers to attain their goals and generate repeat purchase intentions in an online shopping environment.     

The Effect Of Advertising Content Control On Advertising Effectiveness In The Different Forced Exposure Circumstance

With advances in new technology, various formats of online advertising (e.g., in-stream video advertising) often force e-consumers to watch the advertisement during their goal-oriented activities, and this advertising interruption often makes them feel intruded upon and irritated. To reduce such negative reactions toward involuntary advertising exposures, this study examines whether offering e-consumers the option to choose advertising content can influence ad effectiveness in different degrees of forced exposure circumstance. Using a 2 (advertising content control: customization option vs. no option) × 2 (level of forced exposure: pre-rolls vs. rich media banners) factorial experiment, the researcher noted that advertising customization features generate a greater sense of relevance and increased advertising memory, which in turn may lead to more positive attitudes toward the ad regardless of the levels of forced exposure. The findings have theoretical and practical implications on the use of involuntary advertising interruptions in the web interface.