Culture and evaluation of service quality — a study of the service quality gaps in a Taiwanese setting

This research is built upon the work of Parasuraman, Zeithaml and Berry (1985) by exploring the service quality gap within a Taiwanese hospitality setting and reports the findings from 164 interviews among hotel managers, service staff, and hotel guests. One motive for the research was whether concepts derived from an American‐Euro‐centric conceptualisation of service relationships was transferable to another cultural setting. It was found that the influence of national, ethnic culture on perception of service is limited, but the factor of kuan‐hsi (personal relationship) and mien‐tsu (face) had some role to play in guest‐staff relationships. However, it is concluded that the globalisation of hotel corporate modes of operation have more influence in shaping expectations and thus the ServQual model has validity in such settings.     

Self‐Determination Theory and Word of Mouth about Energy‐Saving Behaviors: An Online Experiment

The growing community concern for the environment, and rising energy costs to consumers, has led many power utility companies to adopt strategies aimed at reducing energy consumption in the home and workplace. These strategies have typically been based on extrinsically regulated pricing mechanisms. Although more intrinsically driven interventions have been examined, they are often complex and expensive to implement due in part to the high level of human interaction involved. This two‐part study suggests simpler more cost‐efficient alternatives to enhancing energy saving. It does this via two separate but related studies that examined the application of self‐determination theory (SDT) and word of mouth (WOM) within online communities. The findings suggest a significant increase in reported energy‐saving behaviors over time supporting the role of SDT. There was also evidence that positive WOM increases satisfaction of the three psychological needs of autonomy, competence, and relatedness, further enhancing energy‐saving behavior. These findings have important implications for marketers in terms of behavior change.     

American step-up and step-down default swaps under Lévy models

This paper studies the valuation of a class of default swaps with the embedded option to switch to a different premium and notional principal anytime prior to a credit event. These are early exercisable contracts that give the protection buyer or seller the right to step-up, step-down, or cancel the swap position. The pricing problem is formulated under a structural credit risk model based on Lévy processes. This leads to the analytic and numerical studies of several optimal stopping problems subject to early termination due to default. In a general spectrally negative Lévy model, we rigorously derive the optimal exercise strategy. This allows for instant computation of the credit spread under various specifications. Numerical examples are provided to examine the impacts of default risk and contractual features on the credit spread and exercise strategy.     

Supporting ALARP decision making by cost benefit analysis and multiattribute utility theory

Current guidance in the UK and elsewhere indicate upper and target risk limits for the operation of nuclear plant in terms of individual risk per annum. ‘As low as reasonably practicable’ (ALARP) arguments are used to justify the acceptance or rejection of policies that lead to risk changes between these limits. The suitability of cost‐benefit analysis (CBA) and multiattribute utility theory (MAUT) are assessed for performing ALARP (‘as low as reasonably possible’) assessments, in particular within the nuclear industry. Four problems stand out in current CBA applications to ALARP, concerning the determination of prices of safety gains or detriments, the valuation of group and individual risk, calculations using ‘disproportionality’, and the use of discounting to trade‐off risks through time. This last point has received less attention in the past but is important because of the growing interest in risk‐informed regulation in which policies extend over several timeframes and distribute the risk unevenly over these, or in policies that lead to a nonuniform risk within a single timeframe (such as maintenance policies). The problems associated with giving quantitative support to such decisions are discussed. It is argued that multiattribute utility methods (MAUT) provide an alternative methodology to CBA which enable the four problems described above to be addressed in a more satisfactory way. Through sensitivity analysis MAUT can address the perceptions of all stakeholder groups, facilitating constructive discussion and elucidating the key points of disagreement. It is also argued that by being explicitly subjective it provides an open, auditable and clear analysis in contrast to the illusory objectivity of CBA. CBA seeks to justify a decision by using a common basis for weights (prices), while MAUT recognizes that different parties may want to give different valuations. It then allows the analyst to explore the ways in which different parties might (or might not) come to the same conclusion even when weighting items differently.     

Networks,Place and Identities in Post‐industrial Mining Communities

This article engages with the theme of the symposium by examining the role and meaning of networks in the context of a former coal‐mining region in the UK. Mining communities have historically been noted by sociologists and historians for their strong social ties and extended families as well as for forming the bedrock of discussion of class and place. In the wake of the closure programme of the 1980s and early 1990s, such identities have been fundamentally challenged. The notion of networks is explored in four distinct but ultimately interrelated senses: occupational/work networks; networks around place; networks of class relations; and, finally, networks as relationships of family, kin and generation. Material presented here is based on research that investigated four former coalfield communities in the UK after closure, focusing on a former pit village in the North East of England. It begins with a discussion of community and the coalfield within sociological and historical literatures. It then proceeds to discuss the changing nature of community and social networks post‐coal by focusing on the experience of two separate cohorts of former workers. It concludes by arguing for a historical understanding of the patterning of networks. Cet article s’inscrit dans le th? me du symposium en étudiant le rôle et la signification des réseaux dans le cadre d’une ancienne région miniàre anglaise. De tous temps, sociologues et historiens ont distingué les communautés miniàres, celles‐ci présentant de solides liens sociaux et des familles étendues, tout en étant à la base des débats de classes et de lieux. À la suite du plan de fermeture des années 1980 et du début des années 1990, ces identités ont été profondément remises en cause. La notion de réseaux est examinée dans quatre sens distincts, quoique liés en définitive: réseaux professionnels, réseaux autour du lieu, réseaux liés à la classe, et réseaux de relations de famille, parenté et génération. Les éléments présentés sont issues de recherches sur quatre communautés d’un ancien bassin charbonnier anglais apràs la fermeture des mines, et plus particuliàrement sur un village du nord‐est de l’Angleterre. Apràs avoir abordé la communauté et le bassin charbonnier au travers de documents sociologiques et historiques, l’article s’intéresse à la nature évolutive des réseaux de la communauté et des réseaux sociaux apràs l’àre du charbon, en s’attachant à l’expérience de deux groupes distincts d’anciens ouvriers. Il conclut en défendant une appréhension historique de la modélisation des réseaux.