A framework for strategic service management

A service framework is needed to foster strategic thinking in services. This paper introduces the service process/service package matrix to meet that need. The important feature of the service process is the degree of customer influence on the service process. The unique characteristic of the service package is that it consists of both tangible and intangible aspects. The service package is described by the degree of customization found in those tangible and intangible elements. Strategic competencies are identified and discussed along the service process dimension, the service package dimension, and the main diagonal of the matrix. Some existing strategic frameworks are embedded and incorporated in the matrix. Additionally, we formulate research propositions based on the matrix. Service firms can use this matrix to gain strategic insights by aligning the type of service package offered with the type of process used to create the service and to have a better understanding of their service operations strategy.     

Principles for the design of digital occupational health systems

There is a growing body of literature that addresses the importance of health and wellbeing in the workplace, and the effectiveness of corporate wellness programs. Following advancements in low-cost and unobtrusive computing technology, an emerging trend in corporate wellness programs is to offer wearable devices to employees. These devices monitor employees' physiological and environmental conditions in order to improve their awareness of their personal health. In addition, organizations can harness the aggregated anonymized data provided by such technology to investigate ways of improving the work environment. However, promoting digital health monitoring systems introduces new dynamic interactions between the social actors and technology. Three main categories of strain caused by the use of these systems in a work environment are value tensions (privacy vs. wellbeing); action tensions (work vs. leisure activities), and role tensions (leisure vs. work roles). Based on an analysis of these tensions, design principles for digital occupational health systems are derived that minimize strain and have much bigger chances to be accepted and thus to create value for all stakeholders. Consequently, this study follows the design science research paradigm to derive design principles.     

The Formateurs’ Role in Government Formation

Following an election, Heads of State typically choose a formateur to report back a prospective government by some deadline. If this formateur fails then another party leader is chosen on the same terms. We model this mechanism as a bargaining game, in which a single party leader has exclusive access to the Head of State, but does not have a monopoly on making proposals. We characterize the unique equilibrium of the game in which all parties are symmetric and parties split a fixed-size pie. We also show that supra-minimal governments may form when parties are asymmetrically sized: a result consistent with the evidence on government formation in countries which use a formateur mechanism. We are grateful to Maria Montero, Rick Thomas and Paul Warwick for valuable conversations, and to seminar participants in UBC and Warwick.     

Scoring rules: an alternative parameterization

This note presents an alternative parameterization of any scoring rule that satisfies the score-expansion property. This parameterization is based on the vector that specifies, for every number of alternatives k, k ≥ 3, the minimal size of a coalition that can veto an alternative which is preferred by everybody outside the coalition. Our result sheds new light on the commonly used plurality and Borda rules, as well as the inverse plurality rule and any “vote for t alternatives rule”.     

The asymptotic strategyproofness of scoring and Condorcet consistent rules

We calculate the proportion of preference profiles where “small” coalitions of agents may successfully manipulate any given scoring rule and show that it decreases to zero at a rate proportional to with the number of agents. If agents have to incur a small cost in order to decide how to manipulate the voting rule, our results imply that scoring rules are robust to such manipulation in large groups of agents. We present examples of asymptotically strategyproof and non strategyproof Condorcet consistent rules. We thank Eric Maskin and Shmuel Nitzan for useful discussions. We also thank seminar participants at Harvard, Haifa, and Technion universities for their comments. Neeman is grateful for the generous financial support of the NSF under grant SBR-9806832.     

Work values preferences of Generation Y: performance relationship insights in the Australian Public Service

Empirical research to date has provided few insights into the values and performance norms of Generation Y in the workplace. Our exploratory qualitative study treats work values preferences as inferred performance behavior in an attempt to shed light on the Generation Y performance relationship in the Australian Public Service (APS). Adopting a person–organization values fit framework, our study draws attention to how Generation Y employees (N = 60) and older managers (N = 20) shape key aspects of performance around their own different values judgments of APS operational procedures (i.e. ‘unnecessary bureaucracy’ vs. ‘legitimate governance’) and merit-based promotion (i.e. ‘it’s just wasting people’s time’ vs. ‘younger employees expect too much, too soon’). Findings suggest areas of work supportive of an efficient Generation Y performance relationship (i.e. Generation Ys’ work ethic), as well as inefficient areas of performance where managers and Generation Y hold different work values preferences (i.e. unrealistic expectations; underperforming colleagues; decision-making processes). Performance implications associated with how managers may respond to the work values preferences of Generation Y are discussed.     

Modelling nature-based tourism impacts on rural development and conservation in Sikunga Conservancy,Namibia

Community-based natural resource management and nature-based tourism often go hand in hand to drive conservation and economic development in sub-Saharan Africa. However, the complementarity of the two strategies is controversially discussed in the literature. Built on survey data from 200 households conducted in 2012 we analysed the trade-off between conservation and development objectives by means of a mathematical programming model representing the economy of a rural conservancy in Namibia. We found that in the scenario describing unrestricted resource extraction, local communities mainly benefit from fishing and utilising forest products. In comparison, the scenario representing the social optimum, implying sustainably managed fish stocks and appropriate diets for community inhabitants, shows that community households increase agricultural diversification and shift livelihoods towards tourism employment.     

Similarities and differences when building trust: the role of cultures

We run an experiment in which students of different European nationalities are matched in groups of five and repeatedly choose with whom within their group they want to play a trust game. Participants observe of each other age, gender, nationality and number of siblings. The region of origin, “North” or “South” is a major determinant of success in the experiment. Participants tend to trust those they trusted before and who trusted them. We do not find evidence of regional discrimination per se. It is only the underlying and significant differences in behavior that translate through repeated interactions into differences in payoffs between the two regions.