How to get lost customers back?

Most research in the field of customer relationship management has focused on keeping existing customers. However, some companies also systematically address lost customers and try to revive these relationships. This facet of customer relationship management has been largely neglected by academic research. Our study provides a theoretical discussion and an empirical analysis of factors driving the success of relationship revival activities. Drawing on equity theory, we find that the customer’s perceived interactional, procedural, and distributive justice with respect to revival activities positively affect his or her revival-specific satisfaction which in turn, has a strong impact on revival performance. Furthermore, revival performance depends on customer characteristics (variety seeking, involvement, age), and the overall customer satisfaction with the relationship.

Arts and crafts robots or LEGO® MINDSTORMS robots? A comparative study in educational robotics

International Journal of Technology and Design Education - With the development of educational robotics, teachers of secondary and high school frequently request clear indications on which type of...     

Coordination Mechanisms for Implementing Complex Innovations in the Health Care Sector

Abstract

Coordination is a central element in the public sector, especially for introducing complex innovations. In health care, this issue takes on great importance since many stakeholders are involved, pursuing multiple interests, and influencing the outputs and outcomes of the health care system. This paper discusses the introduction of a specific health care innovation (i.e. electronic patient records) in two Italian regions, and it aims to contribute to the debate on coordination in health care, depicting the coordination mechanisms that took place in two different contexts in order to introduce the same kind of innovation, and highlighting any potential enabling conditions.     

On Measuring Inequity in Taxation Among Groups of Income Units

In this paper a method for analyzing the fairness of an income tax system when portioning the population into heterogeneous socio‐economic groups is proposed. The equitable tax system is defined by the three axioms given by Kakwani and Lambert in 1998 and, as they suggest, inequity is evaluated by the negative influences on the redistributive effect of the tax associated with axiom violations. Measuring the extent of axiom violations among households belonging to different groups, we improve the Kakwani and Lambert analysis, which is able to detect only the existence of overall inequities. We propose a method that allows for evaluation of the contribution of each group to the overall inequity. Moreover, the adopted method enables disentangling the directions of violations. The obtained results allow us to judge how axiom violations discriminate among groups in their reciprocal relationships. An application to the 2010 Italian income tax reveals that inequities disproportionately penalize the household typologies. More precisely, unfairness affects households with children more severely than the other household groups.     

OIL CURSE AND INSTITUTIONAL CHANGES: WHICH INSTITUTIONS ARE MOST VULNERABLE TO THE CURSE AND UNDER WHAT CIRCUMSTANCES?

This article extends recent analyses linking the alleged oil curse to a broader set of institutions (13 in number) than democracy, the institution that has received the most attention in the literature. It does so using panel data for over 100 countries between 1975 and 2005, wherever possible, and compares the effects obtained with several different measures of both the importance of oil and experience in the industry and of the interactions between them. Most importantly, instead of simply examining the effect of oil and experience in the industry on the contemporary levels of these various institutions, this study focuses on the effects on changes in the various institutional indicators from one decade to another. While not surprisingly our results reveal considerable sensitivity in the effects of oil resources, oil experience, and interactions across different specifications, they also suggest a number of important findings. The most robust of these are the significant negative effects of oil rents on bureaucratic quality and on socioeconomic conditions. We also find that the number of years since peak oil discovery has a positive effect on government stability, but a negative one on bureaucratic quality. When interactions are allowed for, still more negative effects on institutions are identified, at least partially re‐enforcing several of the institutional links in the oil curse hypothesis. (JEL O13, P16)     

CHARACTERIZATION AND ANALYSIS OF COOPERATIVE MERGERS AND THEIR RESULTS

This study characterizes the mergers and acquisitions undertaken in the Spanish agrifood sector during the period 1995–2005. First, it aims to establish the pre‐merger financial characteristics of the merging cooperatives in comparison with other firms in the agrifood sector. For this, the financial situation is analyzed in the different types of merger carried out (merger by formation or merger by acquisition), and the different roles played by the cooperatives (acquiring, acquired or involved in a merger in which a new cooperative is formed). The second and final objective is to determine whether these mergers have managed to improve the economic‐financial situation of the companies involved, either by increasing income and size or by reducing relative costs. For this purpose, several non parametric tests and a probit model were used. The results show that on average following a merger there were no statistically significant improvements in the economic‐financial indicators studied.     

Age differences in career activities among higher‐level employees in the Netherlands: a comparison between profit sector and non‐profit sector staff

The present study describes age differences in the occurrence of career activities among profit sector and non‐profit sector employees in the Netherlands. Three different types of variables have been studied, i.e. individual, job‐related and organizational variables. Hypotheses have been tested with original survey data from 423 profit sector employees and 136 non‐profit sector employees. The employees are all working in higher‐level jobs in large organizations. Overall, we may conclude from this study that the differences between profit sector and non‐profit sector workers are not consistent at all. For some factors the situation is more advantageous for profit sector employees, whereas for other factors the outcomes point in the opposite direction. Regarding age effects, we have found that, in general, for profit sector employees the differences between starters (20–34 years) and middle‐aged workers (35–49 years) are not univocal, whereas the differences between middle‐aged workers and seniors (over‐fifties) imply that the amount of individual initiatives and organizational activities is less for the latter group of employees. When the three age groups are compared for the non‐profit sector employees, most factors do not vary significantly. For the factors where the F‐test is found to be significant, by and large, the situation regarding the possibilities for a further career development is worst for the seniors.     

The social desirability response bias in ethics research

This study examines the impact of a social desirability response bias as a personality characteristic (self-deception and impression management) and as an item characteristic (perceived desirability of the behavior) on self-reported ethical conduct. Findings from a sample of college students revealed that self-reported ethical conduct is associated with both personality and item characteristics, with perceived desirability of behavior having the greatest influence on self-reported conduct. Implications for research in business ethics are drawn, and suggestions are offered for reducing the effects of a socially desirable response bias. Donna M. Randall is an Associate Professor in Management and Systems at Washington State University. Her research interests include organizational commitment, media coverage of elite crime, and ethical issues in management. Her publications have appeared in such journals as Decision Sciences, Academy of Management Review, and Journal of Business Ethics.Maria F. Fernandes is a doctoral student in the Department of Management and Systems. Her research interests lie in the area of business ethics and equity theory. Her current research explores cognitive processes involving ethical decision making.     

Board of directors characteristics and credit union financial performance: a pitch

This short paper applies the ‘pitching research’ template developed by Faff (2015) to an academic research topic in corporate governance of Australian credit unions, from an accounting discipline perspective. The pitch template identifies the core elements that form the framework of any research project.     

The Political Ecology of Virtual Water in Southern Spain

What does virtual water conceal? This article synthesizes political ecology with ecological economics to question the understanding of the scientific concept of virtual water as part of an independent objective reality, rather than as a construction supported by pre‐existing ideas. The discourse promoting both the concept of virtual water and the methodologies used to estimate virtual water flows is structured according to some underlying ideas that are framed within market logic and the rationality of international trade. Consequently, it produces a representation of water as a factor of production that does not challenge the hegemonic construction of water scarcity in nature, and proposes a water management system the main purpose of which is to maximize efficiency in the use of the resource. We reveal the ideas underlying the virtual water concept to show how a critical approach to ecological economics can be complemented by political ecology theories. In this article, we use epistemological reflection as a starting point, with the specific objective of contrasting this reflection with the reality of water in the horticultural sector of Almería (southern Spain), in order to bring to light those aspects made invisible through the use of the virtual water indicator in a concrete case study.