Comparing the generalizability of online and mail surveys in cross-national service quality research

To compare the generalizability of online and mail surveys in a cross-national service quality study, the authors use G-theory and find a comparable level of generalizability, though online surveys benefited from considerably lower costs. This article contributes to the current comparison of the response quality between online and mail surveys. Furthermore, the authors illustrate how G-theory can be used to compare online and mail surveys and take data collection costs into account. Important implications include the process and results of comparing two survey modes and the effects for service research. Martin Wetzels now also works at Maastricht University     

The future shocks: On discontinuity and scenario development

Allegedly, an important function of scenario development is the exploration of potential discontinuity. However, there are indications that the approach does not deliver on its promises. This article investigates how discontinuity is addressed in futures literature, particularly those sources that focus on scenarios, and how the concept is used in scenario practice. A literature review reveals a multitude of terms, including wild cards and surprises, from which characteristics of discontinuity in the context of foresight can be derived. Insights from the review help investigate how discontinuity is addressed in contemporary scenario development. The investigation described in this article exposes a rather ambiguous approach to discontinuity in current scenario practice. The article closes with questions regarding scenario method where the investigation of potential discontinuity is concerned.     

DYNAMICS BETWEEN NORTH AMERICAN AND EUROPEAN AGRICULTURAL FUTURES PRICES DURING TURMOIL AND FINANCIALIZATION

North American and European agricultural futures markets faced significant changes in recent years, i.e., the financialization which originated in the USA, the increase of futures trading in Europe and the recent price turmoils in international commodity markets. We analyse the long‐ and short‐run dynamics between North American and European agricultural futures prices during these institutional changes. The empirical results show that the US markets lead in terms of price transmissions and volatility spillovers. US markets, however, predominantly react to deviations from the long‐run equilibrium which indicates a rising impact of European agricultural markets on a global scale.     

Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

abstract    Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT service climate, we include a number of internal consequences (i.e., in-company performance data) and external service performance outcomes (i.e., customer-perceived service quality). As a result of the hierarchically nested data-structure (i.e., groups and individuals), we investigate the antecedents of SMT service climate in service groups using a multi-level approach. Our results reveal that organizational and group factors have a significant cross-level influence on individual employee perceptions of SMT service climate. Furthermore, we demonstrate that employee perceptions of SMT service climate are positively related to customer-perceived service quality, while there is no relationship with service productivity measures.     

Make Governments Compete for People

The EEC is under severe criticism for failing lo live up to its early promise as the means to liberalise the European economy. Belgian economist Michael van Notten, a former official in Brussels, analyses the causes of bureaucratisation and proposes a means of liberalising the Community by making ifs governments compete for citizens and industry. He visualises the EEC as a European Hong Kong.