The Impact of Automation in Service Industries＂ An Empirical Study

Academic research into service industries has explored the characteristics of interpersonal interactions between employees and customers, but there are few studies addressing the issues of consumer interaction with technology and its influence on the objectives and results of the operations subsystem. This study examines the elements of the service encounter, and the changes automation originates in them and their relationships. The paper also examines changes in the elements and results of the operations subsystem, as a result of automation. We propose that the customer＇s relationship with employees and/or technology and automated systems for the service impact the objectives and results of the operations subsystem, all of which could have an effect on the company＇s competitive position. The empirical study is focused on four industries, namely, toll motorways, car parks, carwash and video/DVD rental companies, in an attempt to identify objectives that lead companies to implement automated processes affecting the customer＇s relationship with the company. The hypotheses generated are contrasted with a structural equation modelling. The results confirm that the customer＇s relationship with employees and automated systems for the service impacts the objectives and results of the operations subsystem. Also, the results show how automation can enable firms simultaneously to achieve acceptable levels of flexibility and productivity, two dimensions that have traditionally been considered opposites.     

Cost Flexibility and Firm Size: An Application to Spanish Manufacturing

This paper examines the relationship between flexibility and the size of establishments for Spanish manufacturing industry. This relationship is examined using the Encuesta Industrial, an annual survey which provides manufacturing sectorial information for six size categories over the period 1980–92. The theoretical framework is that proposed by Mills and Schumann (1985 Mills, D.E. and Schumann, L. 1985. Industry structure with fluctuating demand. American Economic Review, 75: 758–67. [Web of Science ®] [Google Scholar]), finding in the evidence related to technological flexibility and demand fluctuations a greater capacity of small firms to adapt to environmental changes, allowing them, in addition, to resist competition based on costs, such as that stemming from scale economies. The results emerging from the estimations confirm that small establishments show greater production variability, employment variability and profit variability than large establishments. That is to say, small establishments are more flexible than large ones due to their greater capacity to absorb demand fluctuations.     

In search of the roots of corporate reputation management: Being a consistent corporate social performer

Corporate social performance (CSP) has received a particularly high share of attention as one of the main determinants of corporate reputation. However, few studies have tested the extent to which the relationship between CSP and corporate reputation may be affected by industry, country, or other context-related variables. Besides, some conceptual thinking suggests that the impact of CSP on corporate reputation may vary according to the level of consistency of a firm's behaviors. However, this view has not been empirically addressed. For this reason, the main objective of this study is to explore the impact of consistency in CSP management on corporate reputation. Specifically, we analyze both the effect of CSP internal consistency (or consistency between environmental and social performance) and CSP consistency over time on corporate reputation. The results based on data from an international sample of 133 companies for the period 2011 to 2016, support either CSP internal consistency or CSP consistency over time (positive increment of CSP over time) positively affecting corporate reputation. The results also confirm the moderation effect of CSP internal consistency on the relationship between CSP and corporate reputation. These results reveal that consistency in social responsibility management helps a firm to consolidate its corporate reputation.     

The Role of Non-Binding Pledges in Social Dilemmas with Mitigation and Adaptation

Environmental and Resource Economics - This study presents experimental results on the role that non-binding pledges have on the ability of groups to manage a threat of probabilistic group damages...