Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator

This study investigates the structural relationships among customer-related social stressors (disproportionate customer expectation, ambiguous customer expectation, disliked customers, and customers?? verbal aggression), emotional exhaustion, and service recovery performance, with customer orientation (CO) serving as a moderator between customer-related social stressors and emotional exhaustion as well as emotional exhaustion and service recovery performance. The study uses data collected from a survey of 1,014 frontline service employees in Korea??s tourism service sectors. The results indicate that customer-related social stressors positively influence emotional exhaustion; emotional exhaustion negatively influences service recovery performance; and CO acts as a moderator. CO moderates both the effects of customer-related social stressors on emotional exhaustion and those of emotional exhaustion on service recovery performance, by weakening the effects for higher CO employees. This study contributes to both theory and practice by combining the four constructs of customer-related social stressors, emotional exhaustion, service recovery performance, and CO in addition to examining their relationships while focusing on customer-related factors.     

Project Management Learning: A Comparative Study Between Engineering Students’ Experiences in South Africa and the United Kingdom

This study explores how engineering students studying project management perceive their learning experiences. To facilitate an understanding of the constituent components of engineering students’ experiences and to understand how these experiences influence preferred learning styles, a comparative study of university students studying engineering in South Africa and the United Kingdom is conducted. The study finds no significant demographic differences in learning experiences across the two student cohorts. However, the South African cohort reports higher levels of overall experiences. They also report higher usage of online learning materials but lower levels of blended learning and individual critical evaluation skills experiences.     

The link between SMEs alliance portfolio diversity and top management’s entrepreneurial and alliance orientations

International Entrepreneurship and Management Journal - To be able to survive and grow in twenty-first century global network economies, small-to-medium-sized enterprises (SMEs) strive to develop...     

A Challenge in Our Time: Issues of Race in Supply Chain Management

This editorial addresses one of the greatest challenges of our time—racial inequality. Logistics and supply chain management (SCM) factor prominently in people’s everyday experiences, as consumers of products and logistics services as well as through participation in logistics and supply chain workforces. These everyday experiences can be quite disparate depending on one’s race. As academics, we have a responsibility to peel back the layers of how these issues of race and diversity impact and interact with supply chain phenomena. This editorial is intended to bolster conversation around these issues. We identify compelling themes that merit consideration and, perhaps, deeper investigation, including race as an individual difference variable in our research, race in SCM talent and leadership, and race and racism in SCM execution. We also call for more research that addresses racial inclusion and equal access in other aspects of SCM in light of its far-reaching influence in the realms of business and society. The time has come to address these pervasive issues affecting organizations and individuals. We also introduce the articles appearing in the current issue of the journal.     

Country Market Sequential Order-of-Entry: A Learning Effects Approach

ABSTRACT

In this article, we identify and describe the sequential order-of-entry problem. The sequential order-of-entry problem arises when, after having identified a desirable set of country markets to enter, firms are unable (because of budgetary constraints), or unwilling (because of possible learning or strategic issues), to enter all at once. The question then arises whether some sequences to entering the desirable set of country markets are better than others? Answering this question is shown to be nontrivial. The article outlines a number of arguments for the existence of superior sequences to entering a set of desirable country markets, and develops normative and dynamic frameworks to aid in the identification and evaluation of sequences.     

Do Analysts Matter for Corporate Tax Planning? Evidence from a Natural Experiment

We exploit an exogenous shock to analyst coverage as a result of brokerage house mergers and closures to examine whether financial analysts influence the tax‐planning activities of the firms they cover. Using a difference‐in‐differences design, we find that, on average, firms affected by broker mergers and/or closures experience a reduction in their GAAP (cash) effective tax rates (ETR) of 2.5 percent (2.6 percent), relative to control firms, translating into average tax expense (cash tax) savings of $34 ($35) million. The treatment effect is more pronounced among firms with lower pre‐event analyst coverage. To explore how analysts affect tax planning, we further document that the treatment effect is greater among firms that lose an analyst who provided an implied ETR forecast in the past, suggesting that analysts influence tax planning via their tax‐specific research efforts. In addition, we find that after merger/closure, weakly governed firms increase their use of aggressive tax strategies, and financially distressed firms experience a larger reduction of cash effective tax rates, relative to control firms. Overall, we provide evidence that a shock to analyst coverage sufficiently changes the cost‐benefit trade‐off of tax planning.     

Discussion of “Target's Tax Shelter Participation and Takeover Premiums”

Chow, Klassen, and Liu ( 2016 ), hereafter CKL, examine whether M&A bidding firms are willing to pay more for target firms that disclose they have not participated in a “tax shelter” sometime in the past. My discussion provides an overview of the past and current tax literature in accounting and places CKL within this expanding literature. I then provide a critique of this interesting and well‐executed study that exploits an unusual disclosure to examine tax shelter participation effects.