Accounting for the Influence of Overall Justice on Job Performance: Integrating Self‐Determination and Social Exchange Theories

Grounded in self‐determination and social exchange theories, this study examined two pathways through which overall justice influences job performance. Specifically, we hypothesized need satisfaction as a mediator of the influence of overall justice on intrinsic motivation and trust in organization which, in turn, relate to job performance. Results of structural equation modelling using Mplus revealed that need satisfaction mediated the overall justice–intrinsic motivation relationship as well as the overall justice–trust in organization relationship. We also found that intrinsic motivation mediated the respective influence of need satisfaction and trust in organization on job performance. We interpret our findings as suggesting an integration of need‐based theories of motivation into explanations of the performance implications of justice.     

The competition effects of the Single Market in Europe

The reduction in trade barriers in Europe through the Single Market Programme (SMP) was intended to increase competition in European markets, and hence welfare and efficiency. The paper examines how the SMP has affected trade patterns and what can be learnt from this regarding the impact on competitive behaviour. Combining an econometric and computable general equilibrium methodology, it is argued that (1) the SMP has indeed had a strong impact on competitive behaviour; (2) the extent of the impact depends both on changes in the intensity of competition as well as on changes in the nature of competitive interaction; (3) while all economies experience potentially large welfare gains from the SMP, it is the smaller economies that experience the larger gains, but this in turn suggests that they experience a greater degree of restructuring.     

Backpackers in the Northern Territory of Australia—motives,behaviours and satisfactions

This paper reports the findings of a study of 475 backpackers in the Northern Territory of Australia. It finds that backpackers tend to visit many of the same locations as other tourists, and like those tourists, are attracted to the natural sights of the Territory. It is also found that the backpackers can be divided into various groups. For example, of this sample about one‐third had left their previous career to travel, and about 12% had just completed studies. On the other hand about one‐quarter were holidaying during periods of normal paid holiday leave. It is argued that the market is not solely comprised of ‘life change’ or rite de passage holidaymakers. Additionally, differences are found between national groupings. Copyright © 2003 John Wiley & Sons, Ltd.     

What Distinguishes the Top Performing New Products in Financial Services

Despite previous comparisons of success and unsuccessful new products, an Important question remains unaddressed: What separates very successful new service products from the ordinary? Robert Cooper, Christopher Easingwood, Scott Edgett, Elko Kleinschmidt, and Chris Storey obtained data on 173 new financial services and identified three performance dimensions: financial performance, relationship enhancement, and market development. Of eleven potential success determinants, nine were found to be drivers of performance. Management implications included the need for a market-driven, customer-focused new product process, greater emphasis on planning and executing the launch, the role of product design, and project prioritization factors.     

English educational tourism

Public sector attractions in the UK are becoming more consumer orientated and special attention is being paid to the needs of children. Chris Cooper and John Latham, Lecturers in the Department of Management Studies for Tourism and Hotel Industries at the University of Surrey, UK, have carried out a survey of educational visits to tourist attractions in England leading to more detailed research aimed at determining various parameters of the English educational market.     

Consumer vulnerability and complaint handling: Challenges,opportunities and dispute system design

Effectively designed complaint handling systems play a key role in enabling vulnerable consumers to complain and obtain redress. This article examines current research into consumer vulnerability, highlighting its multidimensional and expansive nature. Contemporary understandings of consumer vulnerability recognize that the interaction between a wide range of market and consumer characteristics can combine to place any individual at risk of vulnerability. While this broad definition of consumer vulnerability reflects the complex reality of consumers’ experiences, it poses a key challenge for designers of complaint handling systems: how can they identify and respond to an issue which can potentially affect everyone? Drawing on current research and practice in the United Kingdom and Australia, the article analyses the impact of consumer vulnerability on third party dispute resolution schemes and considers the role these complaint handling organizations can play in supporting their complainants. Third party complaint handling organizations, including a range of Alternative Dispute Resolution services such as ombudsman organizations, can play a key role in increasing access to justice for vulnerable consumer groups and provide specific assistance for individual complainants during the process. It is an opportune time to review whether the needs of consumers at risk of vulnerability are being met within complaint processes and the extent to which third party complaint handlers support those who are most vulnerable to seek redress. Empowering vulnerable consumers to complain presents specific challenges. The article discusses the application of a new model of consumer dispute system design to show how complaint handling organizations can meet the needs of the most vulnerable consumers throughout the process.