The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development

Relationship maintenance (customer retention and exclusivity) and development (increased service usage and cross-buying) are top priorities in Customer Relationship Management. This paper examines how service companies can effectively influence customer patronage behaviors by leveraging overall customer satisfaction, trust and relationship commitment. Using a longitudinal design over a two-year period, we merge survey metrics with actual patronage behaviors taken from a bank’s database. We show that relationship commitment just enhances retention and exclusivity while trust directly influences service usage and cross-buying. As a consequence, trust appears to be highly critical for service relationship development and company profits. Furthermore, trust and relationship commitment mediate the entire impact of satisfaction which appears as a necessary but not sufficient condition for relationship maintenance and development. Satisfaction, and more generally service evaluations, must be efficiently converted into trust and relationship commitment before providing business results. Finally, we establish the temporal antecedence and the predictive power of trust and relationship commitment. Relationship commitment in year t predicts the number of service providers in year t + 1 (exclusivity vs. polygamy), while trust in year t predicts the number of bank products (cross-buying) as well as the service usage level in year t + 1. We then discuss managerial implications for customer relationship maintenance and development.     

Estimating Armington elasticities for sawnwood and application to the French Forest Sector Model

Domestic and foreign forest products consumptions are considered imperfectly substitutable in the French Forest Sector Model (FFSM). This assumption is justified by product heterogeneities that depend on production places, by the consumers habits or by the market structure. It leads us to implement the international trade in the FFSM via the Armington's theory of the demand for products distinguished by place of production. In this paper we propose a calibration of Armington's elasticities of substitution between French and foreign forest products. System-GMM estimators are applied to identify robust parameters using a panel data from France customs service.     

Probability Logic for Type Spaces

Using a formal propositional language with operators “individual i assigns probability at least α” for countably many α, we devise an axiom system which is sound and complete with respect to the class of type spaces in the sense of Harsanyi (1967–1968, Management Science, 14 159–182). A crucial inference rule requires that degrees of belief be compatible for any two sets of assertions which are equivalent in a suitably defined natural sense. The completeness proof relies on a theorem of the alternative from convex analysis, and uses the method of filtration by finite sub-languages. Journal of Economic Literature Classification Numbers: D80, D82.     

Flexible labour markets and individualized employment: the beginnings of a new Japanese HRM system?

In an earlier study we reported that human resource management (HRM) in Japan was best characterized by continuity with some changes to assessment and pay practices. It is now over five years since we mapped out the changes taking place in Japanese HRM. This contribution reviews some of the changes over this period and considers the future directions of HRM. The essay commences with a discussion of the important contextual factors and issues underpinning HRM including employer proposals for reform. The next section then explores changes taking place in employment, remuneration and evaluation. This is supplemented by a more general assessment of the key changes occurring in Japanese HRM. The essay concludes with a discussion on why such changes are occurring, whether the changes constitute a convergence towards the Western model and the implications for HRM and theory development.     

A new entrepreneurial drive in large and small manufacturing firms in Japan

Japan's per capita GDP growth has been decelerating for at least three decades, despite groping towards better ways of accommodating individualistic Smithian market forces. Japan has made great progress in opening markets and fostering profit seeking, yet it has not reaped the benefits anticipated so far. Facing the most severe economic downturn of the post-war period, it is now rethinking the fundaments of its economic and management system. The necessity of developing competitive advantages in new industries has been identified but a crucial question is how they will affect the way industry has organized itself to maximize quality, efficiency and flexibility. It is said that an entrepreneurial culture was not needed during the post-war period in Japan because a group-based industrial organization could generate about the same dynamism and outcome. Nevertheless, this time, a venture-type business culture may be a key factor in the renewal of the Japanese economy to put it back on a sustainable growth path. The objective of the article is to make a critical assessment of the trends in entrepreneurship in Japan, using secondary data. They are complemented by partial results of two surveys made by the author, the first one in 1997 in ten electronic companies on intrapreneurship schemes, and the second one in 1998 in 40 small companies in the Hiroshima prefecture, centred on human resource management. To these are added information obtained through interviews in the small business agency, MITI, and a number of universities on business-university research collaboration schemes.     

Capital Accumulation and Innovation as Complementary Factors in Long-Run Growth

We study capital accumulation and innovation as determinants of long-run growth by adding capital to our earlier model of creative destruction. No special functional forms are imposed on the aggregate production function. The equations describing perfect foresight equilibrium are identical to those of the augmented Ramsey-Cass-Koopmans model, except that the rate of technological change is a function of the stock of capital per effective worker. Contrary to previous models, a subsidy to capital accumulation will raise the long-run growth rate. The key assumption is that capital is used in R and D. Some evidence is presented on the capital intensity of R and D.     

On the dynamics of inequality in the transition

Inequality has increased in many of the transition economies. At the same time, spending on education has declined. In this paper we survey the factors driving these changes. We then set up a small general equilibrium model to simulate the effect of different policy choices on the path of inequality over the transition. We show that the policies selected in Central Europe engender a relatively rapid spike in inequality but with a Kuznets curve. In the simulations that broadly capture features of the policy regime dominating in Russia and the FSU, we find no Kuznets curve. We then turn to the longer run and look at the way in which both trade liberalization and technological and organizational change are likely to affect the relative demand for types of labour. We show how substantial technological and organizational change - obvious features of transition - can result in raising inequality. Persistence in inequality can be expected to depend critically on the pace at which the acquisition of skills takes place in the economy - and, hence, on the evolution of the educational system. As such, policies aimed at raising adaptability - such as quality educational systems - can be expected to dampen the increase in wage inequality.     

A note on mixture sets in decision theory

Decisions in Economics and Finance -     

Delayed risks and risk premiums

In this paper, two possible premiums for delayed risks are presented and compared. It is shown that one of them possesses some properties usually considered desirable for ‘roulette gambles’ while the other definition does not meet the same requirements. Finally, the response of both premiums to increased wealth is discussed. The analysis of this problem sheds some light on the basic difference between delayed risks and roulette gambles.