Age as double‐edged sword among victims of customer mistreatment: A self‐esteem threat perspective

Service workers are expected to maintain high‐quality service delivery despite customer mistreatment—the poor‐quality treatment of service workers by customers—which can be demeaning and threatening to self‐esteem. Although service work is increasingly delivered by middle‐aged and older workers, very little is known about how employees across the age range navigate abuse from customers on the job. Does advancing age help or hinder service performance in reaction to customer mistreatment? Drawing on strength and vulnerability integration theory, we proposed that age paradoxically both helps and hinders performance after customer mistreatment, albeit at different stages. We tested our proposed model in a two‐sample field investigation of service workers and their supervisors using a time‐lagged, dyadic design. Results showed that age heightens the experience of self‐esteem threat but, nevertheless, dampens reactions to self‐esteem threat, leading to divergent effects on performance at different stages. Implications for age and service work, as well as aging and the sense of self, are discussed.     

Le Pont de Londres: Interactions between monetary and prudential policies in cross‐border lending

Using two unique confidential datasets summarizing the cross‐border lending of banks in France and the UK, we examine whether recipient‐country prudential policies can help to reduce the spillover effects of euro‐area (EA) monetary policy. We address this question from a novel angle, focused on the role of international financial centres, by considering differences in bank size and location (lending from French headquarters vs. from French affiliates located in the UK). For small French banks that lack a presence in international financial centres, the response of direct cross‐border lending from France to EA monetary policy is partially offset by recipient‐country prudential policy. For larger banks, however, the offsetting effect applies only to lending that passes through foreign affiliates located in London. This suggests the existence of a “London Bridge”: banks adapt their flows to the UK conditional on EA monetary policy and global prudential policies; and from their UK affiliates to third‐party countries in a manner that depends on local prudential settings.     

Health state utilities associated with caring for an individual with cutaneous T-cell lymphoma (CTCL)

Abstract

Aim

Cutaneous T-cell Lymphoma (CTCL) is a rare form of non-Hodgkin lymphoma characterized by skin lesions, which can negatively impact the quality of life of both patients and their caregivers. The Decision Support Unit (DSU) at the National Institute for Health and Care Excellence (NICE) in the UK recently outlined a rationale for the inclusion of caregiver burden in economic evaluations. This study aimed to estimate utilities for health states associated with being a caregiver for an individual with CTCL at different stages of treatment.     

Food for thought: Robots,jobs and skills in food and drink processing in Norway and the UK

There is intense debate surrounding digitalisation and its implications for work. However, empirical research within established workplaces, especially international comparative studies, remains limited. This article uses cross-country research to further analysis of the relative importance of different institutions, actors and power relations in shaping digitalisation and worker outcomes. Through a multi-level approach, it compares the use of industrial robots in the food and drink processing sector in Norway and the UK. Drawing on qualitative research, it explores the pace of digitalisation, the process of implementation and job and skills outcomes. The study finds strong national differences in the pace of digitalisation, and the role of unions in the process of implementation. In Norway, union power at workplace and national level, embedded in institutional arrangements, underpins more advanced use of technology and improved outcomes for workers.     

Positively negative: the impact of negativity upon the political consumer

• For years there has been an ongoing debate as to the role and impact that ‘marketing’ has had on politics. Yet, it is the case that many of the concepts associated with the field of marketing have real relevance and have, in fact, been employed within the field of political campaigning for many decades. This is an empirical paper that focuses upon the concept of political brands and the impact that current trends in campaign strategy, and in particular the growth and continued use of negative campaigning, have upon them. Using a constructivist grounded theory approach, the implications associated with such activity are examined and, in particular, its effect upon the consumer/brand relationship.
• Within the consideration of the results, it becomes clear that political brands' use of negative campaigning is somewhat shortsighted; offering short‐term gains but at the cost of long‐term damage not only to their brand image but also to the wider democratic system as it stands. In a search for political ‘brands’ that more effectively meet their needs, there appears a tendency for political consumers to now look outside of the conventional political sector. The emergent concept of the ‘negative brand’ is explored together with the implications for political consumers, political brands and the wider field of conventional party politics.

Copyright © 2007 John Wiley & Sons, Ltd.     

Discovering culture-led regeneration in Dundee

The arts and culture sectors have been shown to contain considerable potential as driving forces for regeneration. Following a series of physical, economic and community regeneration initiatives in the city of Dundee, an arts and culture-based strategy is now being followed which would seem to offer a means by which sustainable regeneration achievements can be made. While this initiative has been integrated with other aspects of regeneration in the city, a broader, strategic approach to culture-led regeneration would seem to be necessary for maximum benefits to be obtained.     

Geographic information system concepts for land management

A Geographical Information System (GIS) has recently been developed for the assessment of the agricultural potential of the Southern African Development Community (SADC) region. The main value of this GIS is the integration of agricultural resource information from the SADC countries in order to support regional planning. The development of GIS technology makes it possible to compile, store, retrieve, analyse and display vast quantities of spatial data on, inter alia, the climate, topography, soils and infrastructure of the region. This article aims to give background information on the nature and general application of a GIS. Attention is given to the capabilities of a GIS, the spatial questions that drive analyses, basic database requirements, analytical and operational functions, as well as the applications of a GIS in land reform. More detail on the spatial agricultural resource data captured and its use by means of the SADC GIS will be described in a later article.     

Beyond ‘know-what’ and ‘know-how’ to ‘know-who’: enhancing human capital with social capital in an Australian start-up accelerator

Abstract

This study investigates the enhancement of human capital with social capital in a start-up accelerator and how this integration affects the entrepreneurial learning experience. In particular, it examines the relative importance of the three components ‘know-what’, ‘know-how’ and ‘know-who’. The study involved thematic analysis of semi-structured interviews with participants in an Australian start-up accelerator that is delivered using ideas such as Design Thinking, the Business Model Canvas and Lean Start-up methodology. We find that although the programme emphasised ‘know-what’ and ‘know-how’, ‘know-who’ was most significant for participant learning. The results indicate that mentors and experts were especially helpful in shaping learning and in developing entrepreneurial networks. Moreover, our results show that the processes of ‘know-what’, ‘know-how’ and ‘know-who’ are interrelated – by knowing ‘who’, participants learnt ‘what’ and ‘how to’ through social learning. The research contributes to entrepreneurial learning theory and application particularly in the Asia Pacific context, by providing evidence that ‘know-who’ closes the learning loop for ‘know-what’ and ‘know-how’ as ‘know-who’ can actually provide entrepreneurs with the means to enhance their entrepreneurial self-efficacy.     

Excise Tax Harmonisation in Australia at Federation

Constitutional changes at the time of Federation in Australia required the harmonisation of the excise tax rates of the former Colonies. This paper outlines the excise tax systems of the Colonies before Federation and that of the Commonwealth after Federation. Estimates are made of the consumer tax equivalent rates and of the implicit rates of protection in each Colony and in the Commonwealth after Federation. The Commonwealth Government harmonised the excise tax rates of the Colonies at about the mid‐points of the rates of the Colonies but the implicit rates of protection increased after Federation.