The adaptation of hospitality and retail firms to the NMW: a focus on the impact of age‐related clauses

A lower national minimum wage for 18‐ to 21‐year‐olds and the exclusion of all workers under 18 prompted fears of a distortion in the British labour market and an undermining of training initiatives. Empirical data collected from employers in two low paying sectors, revealing the full utilisation of young workers and under‐utilisation of training initiatives, ensure these fears are not justified and that the government's basis for the lower rate cannot be substantiated.     

The viability of alternative call centre production models

In this article we outline three alternative production models and discuss their applicability to call centre management. These include the classic mass production model, the professional service model and the mass customisation model. We then develop a theoretical framework that identifies potential causal links between management practices, workers? affective and cognitive reactions, and performance outcomes. We use this framework to review literature on service workplaces in organisational behaviour and HR studies and to assess the empirical evidence regarding these causal explanations. Finally, we present two recent quantitative studies of call centre performance – one that examines affective explanations and one that explores cognitive explanations for the HRperformance link. We conclude with directions for future research.     

How Might Companies Value ESOs?

There has been a steady growth in the use of employee equity compensation plans, and in the use of executive stock options (ESOs) in particular, along with a rise in shareholder and public perceptions that the values of compensation plans are not always fully disclosed. The IFSA of Australia recently called for separate reporting in financial statements of numbers and values of ESOs. Companies, when negotiating employment contracts, frequently agree to compensate an executive if a share option plan is subsequently not approved by shareholders. These facts suggest that reporting the value of an ESO plan is a useful and important exercise. We outline a model for the valuation of ESOs typically issued by Australian listed companies and illustrate the application of the model with a case study.     

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The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioral intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modeling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioral intention.     

Understanding the Relationship Between Perceived Quality Cues and Quality Attributes in the Purchase of Meat in Malaysia

This study utilizes the Total Food Quality Model to gain a better understanding of how Malaysian consumers make their decision to purchase fresh/chilled meat. We examine the association between quality cues and desired values (quality attributes) with regard to food that is guaranteed Halal, safe to eat, healthy and nutritious, has a good taste, represents good value for money, and is produced in a way that protects the environment and worker welfare. The findings reveal that different quality cues assume different levels of importance when pursuing different desired values.