Customers acting badly: Evidence from the hospitality industry

The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim of this study is to advance understanding of the antecedents to past customer misbehavior and examine the relationship between past misbehavior and future misbehavior intentions. Although prior studies offer insights into individual events or types of customer misbehavior, to date, empirical evidence of the antecedents to past misbehaviors and future behavioral intentions is lacking. Synthesizing literature from varied theoretical backgrounds, this study puts forth five personality-based variables (consumer alienation, Machiavellianism, sensation seeking, aggressiveness, and self-esteem) and four demographic variables (gender, income, age, and education) as antecedents to past customer misbehavior. In turn, this study reveals an association between past customer misbehavior and future misbehavior intent. Structural equation modeling procedures using a sample of 380 respondents reveals support for eight of the nine specified hypotheses. The article concludes with a discussion of the study's implications for theory and practice.     

Environmental factors of food literacy in Australian high schools: views of home economics teachers

This study set out to examine environmental factors impacting on the food literacy of adolescents. It utilized data from a nation‐wide survey of home economics teachers regarding their experience of food literacy education in Australian high schools. Content analysis and the ANGELO framework were applied to analyse free‐text comments from 78 of the respondents that were collected as part of a more extensive data set. The analysis of environmental factors revealed three enablers and ten barriers that could influence food literacy education delivered by high schools in Australia. High schools are well positioned to improve adolescents’ food literacy through a comprehensive, hands‐on approach in home economics. However, many environmental barriers were reported that could influence food literacy education in Australian high schools such as: lack of teaching materials and facilities, and human resources; the perceived inadequacy of the Australian school curriculum; non‐supportive school canteens; and negative role modelling. This study points to the need to eliminate or reduce these environmental barriers impacting on the capacity for effective food literacy education in high schools to help adolescents increase their food literacy and thereby support them in making informed food choices.     

Significant Issues for the Future of Product Innovation

In this issue, Merle Crawford and Milton Rosenau present their thoughts on some of the issues confronting product development professionals. Both reflect on the emergence of new products management as a profession—a field with its own requirements for success. Crawford wonders about the sustainability of our current use of teams for much of our work, the need for improved measurements, and the overall relationship between the management of new initiatives and the ongoing work of the organization. As new products work become more integrated with corporate operations, what new responsibilities will we face, beyond our current challenges? Rosenau looks squarely at the complex issues of rewards and compensation. How can we modify systems that have traditionally evaluated individual performance and adjust them to fit various cooperative work patterns necessary in new product development? He calls for formal study of these important issues. These essays continue a year-long series of contributions that the editor-in-chief solicited from members of the editorial board. Members were asked to reflect on changes and opportunities that they feel will influence our profession during the coming decade. Both of these short essays are designed to introduce new perspectives. It is not essential that you agree with the recommendations, but we hope that you are stimulated as you reflect on the issues that are raised.     

Rent Sharing and the Compensation of Head Coaches in Power Five College Football

The monopoly and monopsony power of intercollegiate sports create significant rents, but previous studies of intercollegiate football coaches’ salaries implicitly assume that coaches are paid their marginal revenue products. In a two-stage estimation, we show that coaches share in these rents. The first stage shows that several common measures of coaches’ productivity do not affect an athletic department’s variable revenue. When we include these measures in the second-stage salary equation, their impact on pay reflects bargaining power, not productivity. We also find that several measures of fixed revenue, which are independent of the coach’s performance, increase the coach’s pay.     

The Persistence of Dominant‐Firm Market Share: Raising Rivals' Cost on the New York Stock Exchange

To explain the persistence of dominant New York Stock Exchange (NYSE) market share in stock trading of listed securities from 1992 to 2002, we develop a dominant‐firm price leadership model and hypothesize that NYSE specialists raised the costs of rival market makers. The model predicts that natural and induced cost advantages will determine the NYSE's market share vis‐à‐vis the regional exchanges, electronic trading systems, and NASDAQ dealers. Empirically, NYSE market share increases with economies of scale and scope, abnormal price volatility, high asymmetric information, and with trading practices that raise rivals' costs, such as failure to display limit orders that bettered the existing quotes.     

The Direct Contribution of FDI to Productivity Growth in Britain, 1997–2008

This paper considers the contribution of foreign‐owned plants and firms to aggregate total factor productivity (TFP) growth in Britain for 1997–2008 using data from the Annual Respondents' Database. The contribution of different sub‐groups is further decomposed to show the role of continuing plants vis‐à‐vis reallocations in output shares. TFP is calculated using system GMM estimation. Taking into account the smaller initial size of the foreign‐owned sector in 1997, foreign‐owned plants contributed relatively more to aggregate productivity growth than UK‐owned plants over the period. This strong performance is mostly the result of reallocations of output shares towards high productivity continuing plants and the opening of high productivity plants.     

A Monetarist View

Friedman examines the quantity theory of money and the recent application of monetary policy in Japan, the United Kingdom, and the United States. In all three countries, the reduction of monetary growth has reduced inflation. In the United States, in 1983, the renewed expansion of the money supply raises the distinct possibility that inflation will resume in 1984 or 1985, according to the author.     

The coffee-machine system: how international selection really works

The literature on expatriate selection tends to present lists of criteria, with the implicit assumption that the process is formal and rational. The limited empirical work there is in this area suggests that these criteria have little impact on selection in practice. This paper argues that a deeper understanding of selection systems is needed and presents research showing the outcomes of different kinds of systems, suggesting that closed, informal systems predominate and outlining the practical and research implications of such systems.     

The Policy Choices and Reaction Functions of Bank of England MPC Members

The results of an econometric exercise are presented, showing that Monetary Policy Committee (MPC) members appointed from outside the ranks of Bank of England staff (outsiders) react differently to forecasts of inflation and output than those appointed from within the Bank (insiders). All results are reinforced by the well‐established findings that, compared with outsiders, insiders choose higher interest rates, are more likely to vote as a bloc, and feature on the winning side of policy decisions more frequently. On the basis of these results, it is argued that the current MPC framework is biased toward the policy choices of insiders.     

Critical resource: An institutional economics of the Internet addressing-routing space

This paper links the analysis of IP address policy to the established vocabulary and concepts of institutional economics. Internet addressing and routing are usually discussed in technical terms, yet embedded in this highly technical discourse are a number of critical economic concepts, such as scarcity, externalities, common pool resources, tragedy of the commons, and conflict over the distribution of costs. To solve these problems, governance institutions native to the Internet have evolved. Yet despite the centrality of addressing and routing to Internet governance, there is very little research literature that bridges economic, institutional and technical discussions of IP addressing and routing. This paper connects the techno-economic discussion to analysis of institutions and governance arrangements.