Training in service – importing and imparting customer service culture as an interactive process

Customer service culture initiatives have received renewed academic attention. Recent surveys of employee responses have highlighted the importance of training. However, its precise nature and how messages and various responses are mediated through an interactive and dynamic process have been largely neglected. In addition, employees' experience of customer service as consumers and of its contradictions has yet to be fully explored in accounting for employee responses. In an effort to develop existing knowledge and models of customer service culture, these issues are addressed by drawing on observational research. Four training programmes are examined in varied contexts, including a UK call centre and a Malaysian bank. They reveal a dynamic whereby trainers' anticipation of employee attitudes such as cynicism and the immediate reactions and dialogue of trainees help shape both the service message and subsequent responses.     

Are batteries ready for plug-in hybrid buyers?

The notion persists that battery technology and cost remain as barriers to commercialization of electric-drive passenger vehicles. Within the context of starting a market for plug-in hybrid electric vehicles (PHEVs), we explore two aspects of the purported problem: (1) PHEV performance goals and (2) the abilities of present and near-term battery chemistries to meet the resulting technological requirements. We summarize evidence stating that battery technologies do not meet the requirements that flow from three sets of influential PHEV goals due to inherent trade-offs among power, energy, longevity, cost, and safety. However, we also show that part of this battery problem is that those influential goals are overly ambitious compared to goals derived from consumers’ PHEV designs. We elicited PHEV designs from potential early buyers among U.S. new car buyers; most of those who are interested in a PHEV are interested in less technologically advanced PHEVs than assumed by experts. Using respondents’ PHEV designs, we derive peak power density and energy density requirements and show that current battery chemistries can meet them. By assuming too aggressive PHEV goals, existing policy initiatives, battery research, and vehicle development programs mischaracterize the batteries needed to start commercializing PHEVs. To answer the question whether batteries are ready for PHEVs, we must first answer the question, “whose PHEVs?”     

From plan to market: financial statements and economic transition in the East German enterprise

This article examines the changing role of financial accounting in the former East Germany as that country underwent the transition from a centrally planned to a market-driven economy. The German government's insistence on a sales model of privatization in preference to some form of mass privatization, combined with legal requirements to make up equity shortfalls in eastern German enterprises, resulted in a highly centralized and interventionist approach to accounting change. The article reviews and analyses the historical, technical, economic and political aspects of this change process.     

Is there a case for replacing parking charges by road user charges?

The price of parking is often considered an important tool with which to influence transport choice but, since many local authorities have limited control over off-street charges and since parking charges have no direct impact on through traffic, its influence on overall travel demand may be limited. Road user charges, on the other hand, do appear to offer an effective means of influencing overall demand. The problem is that public acceptance of such charges is low unless some obvious “carrot” can be identified. This paper explores the possibility that the removal of parking charges might be that “carrot”. Our analysis suggests that, although the removal of parking charges would reduce revenues and dilute the reduction in demand caused by the introduction of road charges, the combined effect might, in certain circumstances, be more beneficial to the local economy and might still yield a net increase in revenue. Given the incidence of impacts, it also appears that a combined scheme would be more equitable and might stand a greater chance of achieving public acceptance than a more conventional road charging scheme. The paper identifies the circumstances in which a combined scheme might work well and outlines the detailed analysis that would be necessary to confirm this.     

External Imbalances and Fiscal Fragility in the Euro Area

This paper presents two views of the European sovereign debt crisis. The first is that countries in the South of the Eurozone were fiscally irresponsible and failed to implement pro-competitive supply side policies. The second view holds that the crisis reflects a deep divide between the external surpluses of the North and external deficits of the South. Basic stylized facts cast doubt on the explanation based on the first thesis alone. A relatively simple model shows how poor fundamentals can create a debt problem independently of fiscal responsibility. The empirical analysis of the determinants of government bond yield spreads relative to Germany suggests that both views in fact provide useful insights into the roots of the current sovereign crisis. However, differences in growth and competitiveness and capital flows between North and South have assumed a much more dominant role since the onset of the global crisis.