Front-line responses to customer orientation programmes: a theoretical and empirical analysis

Programmes designed to strengthen customer orientation among front-line service workers represent one of the most common forms of culture change initiatives within service organizations. Despite their importance to contemporary management theory and practice, we know relatively little about how employees react to interventions of this kind, and why they react as they do. The paper aims to address this gap in the literature. It does this through an analysis of front line reactions to a major customer care initiative in one of the largest supermarket chains in the UK. Using data from a large-scale employee survey carried out in seven stores, we first propose a general typology of employee responses to customer care programmes. We then examine some typical employee profiles associated with the main types of response. The analysis is placed within a wider theoretical context consisting of a critical overview of the main theories which might help explain the nature of general and individual reactions to culture change programmes. To this end, we address and draw upon a variety of literatures and debates linked to various aspects of organization and management, industrial psychology, training and development and critical discourse analysis.     

A New Premium Principle for Equity‐Indexed Annuities

In this article, we introduce a premium principle for equity‐indexed annuities (EIAs). Traditional actuarial loadings that protect insurance companies against risks cannot be extended to the valuation of EIAs since these products are embedded with various financial guarantees. We proposed a loaded premium that protects the issuers against the financial and mortality risks. We first obtain the fair premium based on a fair value of the equity‐linked contract using arbitrage‐free theory. Assuming a specific risk level for hedging errors, we obtain a new participation rate based on a security loading. A detailed numerical analysis is performed for a point‐to‐point EIA.     

Capital Structure and Debt Priority

We study a defaultable firm's debt priority structure in a simple structural model where the firm issues senior and junior bonds and is subject to both liquidity and solvency risks. Assuming that the absolute priority rule prevails and that liquidation is immediate upon default, we determine the firm's interior optimal priority structure along with its optimal capital structure. We also obtain closed‐form solutions for the market values of the firm's debt and equity. We find that the magnitude of the spread differential between junior and senior bond yields is positively, but not linearly related to the total debt level and the riskiness of assets. Finally, we provide an in‐depth analysis of probabilities of default and the term structure of credit spreads.     

Optimum consumption and portfolio rules with money as an asset

This article generalizes Merton's optimum consumption and portfolio rules in continuous time by introducing money as a capital asset and allowing for uncertain inflation. Assuming that prices are log-normally distributed, a three-funds theorem is derived and the introduction of money is shown not to change the form of the standard inflation-adjusted CAPM but to change the market price of risk. The individual's consumption-portfolio problem is completely solved under uncertain inflation if his utility function is iso-elastic in its arguments. Comparative statics are used to assess the influence of changes in exogenous parameters on the individual's optimal rules.     

Can natural disasters have positive consequences? Investigating the role of embodied technical change

It has been suggested that disasters might have positive economic consequences, through the accelerated replacement of capital. This possibility is referred to as the productivity effect. This effect is investigated using a model with embodied technical change. In this framework, disasters can influence the production level but cannot influence the growth rate, in the same way than the saving ratio in a Solow-like model. Depending on reconstruction quality, indeed, accounting for embodied technical change can either decrease or increase disaster costs, but is never able to turn disasters into positive events. Moreover, a better but slower reconstruction amplifies the short-term consequences of disasters, but pays off over the long-term. Regardless, the productivity effect cannot prevent the existence of a bifurcation when disaster damages exceed the reconstruction capacity, potentially leading to poverty traps.     

From boycott to buycott: is activism from the North good for the South?

Review of World Economics - This article provides an original theoretical exploration of the potential effects of northern activism on labor conditions and welfare in the South using a duopoly...