The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

While most studies on complaint handling are focused on performance outcomes, analysis of the processes that reinforce relationship quality is lacking. Building on the relationship marketing theory of reciprocal behaviours, this research proposes and tests a model of the effects of empathy as a particular relationship recovery investment. Addressing for the first time the role of gratitude in a complaint-handling context, this model assumes that both gratitude and transactional satisfaction mediate the influence of empathy on consumers' trust and commitment. Data from a cross-industry survey of phone and online complaints confirmed the proposed model.     

Interactions between real economic and financial sides of the US economy in a regime-switching environment

This objective of this study is to examine the linkages between real (economic) and financial variables in the United States in a regime-switching environment that accounts explicitly for high volatility in the stock market and high stress in financial markets. Since the linearity test shows that the linear model should be rejected, we employ the Markov-switching VECM to examine the same objective using the Bayesian Markov-chain Monte Carlo method. The regime-dependent impulse response function (RDIRF) highlights the increasing importance of the financial sector of the economy during stress periods. The responses and their fluctuations are significantly greater in the high-volatility regime than in the low-volatility regime.     

Construct validity and second-order factorial model

Three second-order factorial models are defined, using the LISREL notation, to assess the univocity of a construct. The first model assumes that the constructs are heterogeneous, the second that they are homogeneous. The third model introduces the notion of partial homogeneity between constructs. Partial homogeneity is defined in terms of a LISREL second-order factor model. In some cases, this model offers a viable alternative to the collapsing of items into a unique scale. An example is given of scales which fit the partial homogeneity model.     

The returns from rent-seeking: campaign contributions, firm subsidies and the Byrd Amendment

Abstract .  This is the first empirical study to examine Congressional support of a new law that distributes antidumping duties to protected firms. Because the law produces a transparent measure of how much each firm was rewarded for its efforts to secure the bill's passage, it provides researchers with a unique opportunity to study the link between the expected financial returns to firms, campaign contributions, and Congressional behaviour. Our results indicate that campaign contributions from beneficiaries increased the likelihood that lawmakers would sponsor the law, while contributions from the law's beneficiaries increased with the rewards they expected to receive.     

Fixed price equilibria in an overlapping generations model with investment

We study fixed price temporary equilibria (with rationing) and sequences of temporary equilibria in a three commodities (goods, labor, bonds) overlapping generations model with endogenous investment. Young consumers, living two periods, work, consume, and buy bonds for financing next period's consumption. New firms, existing for two periods, make a production plan for the next period, taking into account expected rationing, assumed similar to present rationing. The plan determines the amount of goods to buy as capital, financed by bonds. Old firms produce, using labor and the previously bought capital. Different regimes exist and expectations can be self-fulfilling and self-destroying.We are grateful to the referees for helpful comments.     

Investment and technological choice in a right-to-manage model

We analyze the interactions between investment and local wage bargaining in a putty-clay model where the investment decision commits the firm to a particular capital intensity. This technological precommitment is used strategically in order to manipulate the bargaining outcome. We show that this strategic behavior induces a nonmonotonic relationship between the capital and labor demands of the firm and most of its environmental parameters (e.g., the bargaining power of the union, its minimum wage requirement, the capital cost). The results we obtain in our putty-clay framework thus contradict several conclusions of the standard literature on wage bargaining and investment.     

Tariffs versus VAT in the presence of heterogeneous firms and an informal sector

The debate over the use of tariffs or value added taxes in developing countries has focused on the difficulty of collecting VAT from the informal sector. This paper contributes by considering this issue with heterogeneous firms and endogenous entry. This yields two results. First, a cut in the tariff reduces the size of the informal sector. Second, the imposition of VAT need not increase the size of the informal sector. Turning to simulation results, we find that switching from a tariff to a revenue-neutral VAT increases welfare, in part because of the selection effect generated by heterogeneous firms.     

International Evidence on the Stability of the Optimizing IS Equation*

We provide international evidence on the issue of whether the optimizing IS equation is more stable than a backward‐looking alternative. This evidence consists of estimates of IS equations on quarterly data for the UK and Australia, both for the full sample of the last 40 years and for the period following major monetary policy shifts in 1979–80. Results suggest the parameters in the optimizing IS equations are more empirically stable than those of the backward‐looking alternative. The use of dynamic general equilibrium modelling in empirical work does deliver material benefits, in the form of equations more suitable for policy analysis.     

Inter-Industry Wage Differentials: Evidence from Belgium in a Cross-National Perspective

This paper examines the existence and magnitude of inter-industry wage differentials in Belgium. Using the 1995 Structure of Earnings Survey, a rich employer-employee matched database, we find significant sectoral wage differentials among workers who are apparently similar from the point of view of their individual characteristics and working conditions. Results also suggest that these differences derive partly from the features of the employers in each sector (size of the establishment, bargaining regime). In an international perspective, results fit in with findings from earlier studies on the existence of a negative relation between the dispersion of inter-industry wage differentials and the degree of corporatism.