Empathic Relationships in Professional Services and the Moderating Role of Relationship Age

Empathy has been identified as a key success factor for employees who interact with customers. Despite its overall relevance, only a few studies have acknowledged its multidimensional nature. Knowledge remains scarce about the relative impact of cognitive and affective empathy on relational outcomes. In addition, few pieces of research have explicitly acknowledged empathy as theorized within stage‐models focusing on the communication of empathy. The authors conceptualize empathy as a multidimensional construct perceived by the client. Empathy has to be communicated to be effective, while customers’ perceptions of empathy may also be more complex as they distinguish between cognitive and affective empathy. This article investigates the effects of perspective taking, emotional concern, and emotional contagion on trust and commitment. Drawing upon relationship stage concepts, the authors further argue that the influence is moderated by relationship age. Finally, this study investigates if employees benefit from being perceived as empathic partners in terms of “hard facts” (objective sales performance). Based on a data set from 215 business clients of a large consulting firm, this study adopts a structural equation modeling (SEM) approach by using multigroup analysis. To test the empathy–performance link, the authors aggregate customer responses nested in 84 employees and link perceived empathy with performance data. The results show that within B2B relationships, perspective taking exerts the strongest influence on trust, whereas emotional concern is the strongest driver for commitment. The results also confirm the moderating role of relationship age and that perspective taking leads to an increase in actual sales performance. This study underpins the relevance of empathy within services marketing, while providing a more detailed approach to account for empathy as a relation building tool. Practical and academic implications are also addressed.     

Perception versus Reality: Canadian Consumer Views of Local and Organic

During the past decade, Canadian consumers have developed a keen interest in local and organic foods. In response, the Canadian government established standards to regulate their labeling. However, many retail and media outlets offer varying definitions that fit their needs. Consumers utilize this often conflicting information to formulate their understanding of local and organic. The aim of this study was to investigate consumer understanding and perception of local and organic food, especially in regard to production characteristics. The results indicate that local is predominantly defined as decreased miles to transport, whereas organic is defined as food produced without the use of synthetic pesticides. However, a fairly large percentage of consumers perceive inaccurate definitions as being characteristics of local and organic. Furthermore, consumers with accurate definitions of local and organic share a similar consumer profile, while consumers with misguided perceptions do not. We also see that characteristics such as ethnic heritage, personal characteristics, geographic region, and length of stay in Canada not only influence consumer understanding and perception, but also the geographic boundaries associated with local.     

Magnitude and evolution of gender and race contributions to earnings inequality across US regions

This paper studies individual characteristics of earnings inequality within the population of blacks and whites in the United States over the period 2005–2017. Beyond education and age serving as a proxy for professional experience, applying a new Shapley income decomposition methodology enables us to isolate and measure two discriminative factors in earnings differences: race and gender. We show that these two factors explain a significant share of total earnings inequality, as defined by the Gini index, for all the geographical administrative divisions used. Whatever the division, the share of earnings inequality associated with gender greatly exceeds that of race. While gender earnings inequality has fallen over time, inequality associated with race has tended to increase since 2010 and is stronger in the Southeast of the country.     

Family and Lone Founder Ownership and Strategic Behaviour: Social Context,Identity, and Institutional Logics

There is controversy in the literature about the effects of ownership on strategy and performance. Some scholars have taken agency explanations as definitive, arguing that closely held firms outperform. Empirical studies, however, show conflicting findings for firms with concentrated ownership: lone founder firms outperform, family firms do not. Such conflicts may be due to the failure of agency theory to distinguish between the social contexts of these different types of owners. We argue that explanations of performance must take into account not simply ownership, but who are the owners or executives and how their social contexts may influence their strategic priorities. Family owners and CEOs, influenced by family stakeholders in the business, are argued to assume the role identities and logics of family nurturers and thus strategies of conservation. By contrast, lone founders, influenced by a wider set of market‐oriented stakeholders, are argued to embrace the identities and logics of entrepreneurs and strategies of growth. Family founders and founder‐executives are held to blend both orientations. These notions are supported in a study of Fortune 1000 companies.     

International trade and income distribution: reconsidering the evidence

This article reassesses the link between international trade and income distribution. We argue that one way to assess the influence of international trade upon income distribution is to take account of each country’s specific trade patterns by measuring the changes in the factor content of trade. The econometric specification is based on changes in Gini indices (over non-overlapping 4-year intervals), computed exclusively from series drawn from the same source. Our results show that a change in the factor content of trade has a significant impact on income distribution. The sign and magnitude of this impact is conditional on the national income level. We find that an increase in the labor content of trade raises income inequality in poor countries, but reduces it in rich countries (the reverse is true for the capital content of trade). In particular, we show that in the 1980s and 1990s, international trade may have contributed significantly to widening income inequalities in developing countries.     

What crises could teach us about complexity and systemic management: The case of the Nestucca oil spill

In this article we attempt to uncover some systemic management principles for the better management of complex issues. Taking a pragmatic approach we have expanded the case methodology proposed by John Dewey to the case study of a major crisis. By proposing that crises allow for a better apprehension of complexity, we study the changes which were carried out or not, to this day, after the 1988 Nestucca oil spill that occurred in Canada only three months prior to the Exxon-Valdez disaster. After conducting a linear and systemic analysis of the crisis, we propose that the changes institutionalized thus far spring mostly from what we call “behavioral” and “paradigmatic” learning which are weak for addressing complex issues. Proposing that 15% of the people we have interviewed where able to derive a “systemic learning” from this crisis, we suggest several unlocking strategies that allow these systemic lessons to be institutionalized.     

Optimal choice of characteristics for a nonexcludable good

In this model, a principal decides whether to produce one indivisible good and which characteristics it contains. Agents are differentiated along two substitutable dimensions: a vertical parameter that captures their valuation for the good, and a horizontal parameter that captures their disutility when the characteristics are distant from their preferred ones. When valuations are private information, the principal produces a good with characteristics more on the lines of the preferences of the agent with the lowest valuation. Under asymmetric information on the horizontal dimension, the principal biases the decision in favor of the agent who incurs the highest disutility.     

Competition, Incentives, and Productivity in Chinese Township and Village Enterprises

Alternative explanations for the success of Chinese TVEs in the face of ambiguous property rights and incomplete markets are critically reviewed. The paper argues that, increasingly, competitive product markets and managerial incentives constitute the most plausible explanations. In view of the general lack of empirical tests for many of these explanations, the study tests for the relevance and relative importance of these factors with a sample of 200 large TVEs. Cross-section results for 1985 and 1989 provide relatively strong support for the relevance of product market competition, bonuses, proxies for technology access and local infrastructure on productivity. The effects on productivity of proxies for labor market and financial market competition, however, appear to be weak.