Striving for quality: The key role of internal and external customers

This research suggests that the concept of customer orientation is at the core of a successful quality program. Based both on a series of interviews conducted at a Baldridge Award winning company and on past literature support, it is shown that in addition to an external customer orientation, an internal customer orientation plays a strategic role in the achievement of high quality standards throughout the organization. Several recommendations are proposed to foster the development of an internal customer orientation—a concept which has been largely neglected in the quality management literature.     

The export of manpower from Pakistan to the Middle East, 1975–1985

This article summarizes the major findings of recent research undertaken on: (1) Pakistani migration to the Middle East, and (2) on international labour migration in the Middle East and North Africa. The export of manpower from Pakistan for temporary employment in the Middle East has risen dramatically since the oil boom of the mid-1970s. As a consequence, remittances, which constitute the major gain from migration, have become an important source of foreign exchange, amounting to almost 80% of total merchandise export earnings by 1980/ 1981. The direct beneficiaries of these remittances are a million or so migrant households, whose average premigration income was somewhat above the national average household income. Remittances have enabled these households to significantly increase current consumption and purchase assets with the potential of improving their future income stream. Domestic labour has also benefited to the extent that migration has contributed to rising real wages in recent years.Migration has not, however, been an unqualified gain for the economy as a whole. The major cost has been the decline in productivity caused by the departure of quality labour among manual skills and professional categories, both of which cannot be easily replaced. It seems that, on balance, Pakistan has benefited from this labour export. Prospects for continuing migration on a substantial scale remain good for the near future, provided, of course, that projected growth rates of oil exporters materialize. The net benefits for the economy from migration in the coming years will primarily depend upon the extent to which scarce skills can be speedily replaced and remittances utilized to build productivity-increasing assets.     

Subjectivity in credit allocation to micro-entrepreneurs: evidence from Brazil

This paper estimates the impact of loan officer subjectivity on microcredit granting by exploiting an exceptionally detailed database from a Brazilian microfinance institution. The loan officers collect field data, meet with applicants, and make recommendations to the credit committee, which has the final say on both loan approval and loan size (LS). The loan officer’s subjectivity is captured through gender bias. Our estimations indeed show subjective gender gap in LS. This gap is almost exclusively attributable to loan officers. We interpret this finding as evidence that, despite monitoring and wage incentivization, microcredit officers let their subjective preferences interfere with loan granting. We conclude by suggesting alternative means to curb subjectivity in credit allocation to micro-entrepreneurs.     

Social comparison motivation of mothers’ with their adolescent daughters and its effects on the mother’s consumption behaviour

Whereas prior research has focused on consumer socialisation and intergenerational influence theories to study mother–daughter interactions, this research draws on identity to emphasise the association between mothers’ social comparison and their related clothing consumption behaviors in the presence of adolescent daughters. A survey of 423 adolescent daughters’ mothers shows how personal and relational identities combine to favor mothers’ social comparison process with their adolescent daughter and explain a set of consumption behaviors, including co-consumption practices (common shopping, joint purchases, clothing exchanges) and mothers’ changes in brands, stores and styles. In order to better target adolescent girls’ mothers, retailers could develop more inter-generational practices.     

Examining the Drivers for Franchised Chains Performance through the Lens of the Dynamic Capabilities Approach

This paper draws on the dynamic capabilities approach to explain the performance of franchised chains. This approach is a useful lens to understand why some chains are more likely to drive superior performance than others. Hence, using this theoretical lens, we explore why and how several characteristics of franchised chains influence sales performance. This study includes 189 retail and service chains operating in the United States. Findings show that experience before franchising, length of training, chain age, franchising fees, and level of internationalization positively impact performance of franchised chains, whereas the proportion of franchised units has a curvilinear influence (inverted‐U shape) on chains' performance. Implications for franchising scholars and practitioners are discussed.     

Measuring Corporate Citizenship in Two Countries: The Case of the United States and France

Based on an extensive review of the literature and field surveys, the paper proposes a conceptualization and operationalization of corporate citizenship meaningful in two countries: the United States and France. A survey of 210 American and 120 French managers provides support for the proposed definition of corporate citizenship as a construct including the four correlated factors of economic, legal, ethical, and discretionary citizenship. The managerial implications of the research and directions for future research are discussed.     

Mapping accessibility in Belgium: a tool for land-use and transport planning?

This paper compares the spatial structure of car accessibility to towns and to railway stations during peak and off-peak hours in Belgium for the country’s 2616 municipalities. A clustering method is applied. It is shown that in a highly urbanised country, the situation is far from being spatially equitable in terms of accessibility, and some areas are more favoured than others. Congestion increases spatial inequalities, differently according to absolute or relative measures of change. By means of examples, this paper shows that even simple accessibility indicators could be useful to support decisions taken by planners and politicians (e.g. as regards the development of residential, industrial and business park areas). Maps indicate the spatial inequalities in terms of accessibility to urban centres and transport nodes, and the impact of congestion on these inequalities. The absolute and relative time losses due to congestion affect different areas in different ways. The location of new developments further increases the congestion problem and the spatial disparities. This paper also insists on the caution that should be adopted when measuring and interpreting “accessibility”, its measurements, its inputs, its temporal changes in absolute and relative terms as well as the need for spatially disaggregated data.     

Strategic Corporate Social Responsibility and Orphan Drug Development: Insights from the US and the EU Biopharmaceutical Industry

In recent years, the biopharmaceutical industry has seen an increase in the development of so-called orphan drugs for the treatment of rare and neglected diseases. This increase has been spurred on by legislation in the United States, Europe, and elsewhere designed to promote orphan drug development. In this article, we examine the drivers of corporate social responsibility (CSR) activities in orphan drug markets and the extent to which biopharmaceutical firms engage in these activities with a strategic orientation. The unique context of orphan drugs constitutes a research opportunity to test the applicability of existing theoretical perspectives on CSR and strategic CSR. Using Schwartz and Carroll’s (Bus Ethics Q, 13(4):503–530, 2003) three-domain approach to CSR and the literature on strategic CSR as a theoretical background, we employ a combination of semi-structured interviews and a quantitative website content analysis to study practices of biopharmaceutical firms in the United States and European Union. Our findings show that both US- and EU-based companies engaged in orphan drugs development perceive their involvement as a responsible business activity beyond the economic dimension of CSR. However, for the majority of these companies their CSR activities do not qualify as strategic according to the criteria established in the literature. We also find significant differences between larger and smaller firms in their use of CSR. Based on these findings, we make several suggestions regarding orphan drug legislation and other measures that might help firms exploit strategic CSR benefits.