The validation of the generic service quality dimensions: an alternative approach

This study focuses on generic service quality dimensions, which have empirical and conceptual support in the literature. The purpose of this research is to try to validate these dimensions using two measuring procedure that are different from the common ones used in this area. The Guttman scaling procedure and Q-sort test are the two new measuring procedure used in this validation process. The outcome of this study is that of the six dimensions tested, only four are found to be valid. Also, a three-dimensional scale is recommended to measure service quality.     

Infinitely repeated games in the laboratory: four perspectives on discounting and random termination

This paper compares behavior under four different implementations of infinitely repeated games in the laboratory: the standard random termination method [proposed by Roth and Murnighan (J Math Psychol 17:189–198, 1978)] and three other methods that de-couple the expected number of rounds and the discount factor. Two of these methods involve a fixed number of repetitions with payoff discounting, followed by random termination [proposed by Sabater-Grande and Georgantzis (J Econ Behav Organ 48:37–50, 2002)] or followed by a coordination game [proposed in (Andersson and Wengström in J Econ Behav Organ 81:207–219, 2012; Cooper and Kuhn in Am Econ J Microecon 6:247–278, 2014a)]. We also propose a new method—block random termination—in which subjects receive feedback about termination in blocks of rounds. We find that behavior is consistent with the presence of dynamic incentives only with methods using random termination, with the standard method generating the highest level of cooperation. Subject behavior in the other two methods display two features: a higher level of stability in cooperation rates and less dependence on past experience. Estimates of the strategies used by subjects reveal that across implementations, even when the discount rate is the same, if interactions are expected to be longer defection increases and the use of the Grim strategy decreases.     

Boycott them! No,boycott this! Do choice overload and small-agent rationalization inhibit the signing of anti-consumption petitions?

The Internet and social media have increased the number of organizations and individuals asking consumers to sign petitions against transgressing brands. This raises a question as to whether such increases in requests to sign a petition to support a boycott positively or negatively impact on consumer willingness to enact anti-consumption. Via experiments, this study investigates the effect that choice overload has on consumers signing a petition in support of a boycott call. The findings establish that individuals who need to make a choice from numerous boycott calls (i.e., large choice-sets) are less likely to sign a petition to support a boycott than individuals making a similar choice from a small number of boycott calls (i.e., small choice-sets). The study further introduces a mediator that explains this effect. Compared with individuals facing a small choice-set, those facing numerous options are more likely to experience the small-agent rationalization, and thus, are less likely to sign the petition to support a boycott. The small-agent rationalization (SAR) relates to one's acceptance of inequity in the world as well as perceptions of their own powerlessness. The study establishes the role of choice overload in boycott literature and empirically tests SAR as the process mechanism. Theoretical, practical, and policy implications are discussed.     

Australia's Immigration Selection System and Labour Market Outcomes in a Family Context: Evidence from Administrative Data

This paper examines the efficacy of the Australian points system in a family context among working-age permanent resident immigrants who arrived between 2000 and 2011 when there was a major focus on skills selection. Sixty-seven per cent of these immigrants were granted a skilled visa while 25 per cent hold a spousal visa (spouses of Australian citizens). More than half of the skilled visa recipients are the spouses of the primary applicants. Primary applicants among skilled visa holders are assessed for their skills in line with the Australian points system but secondary applicants, such as spouses, among skilled visa holders and spousal visa holders are not subject to any skills assessment before becoming permanent residents. We study differences in economic outcomes by permanent visa types and the role of points system factors in explaining these differences using the Personal Income Tax and Migrants Integrated Dataset and the Australian Census Longitudinal Dataset. We find that primary skilled visa holders earn at least 26–28 per cent more than spousal visa holders, and this is similar for both genders. However, spouses of primary skilled visa holders earn 13–18 per cent more than spousal visa holders. This difference is higher among females than males. Occupation differences can account for nearly half of the differences in income and can entirely capture the role of education and English proficiency. Primary skilled immigrants and their spouses have higher rates of labour force participation and employment than spousal visa holders, starting in the first year of arrival, and the gap is much higher for primary skilled visa holders, but these differences do not disappear quickly.     

A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: Time to move the goal-posts?

The article critically reviews the conceptual issues which surrounds the measurement of service quality. Methodological issues are not addressed. The critique centres upon the gap model and its associated instrument SERVQUAL and argues that, despite progress, all the original problems remain in place. A conclusion which leads firstly, to the suggestion that the dimensions of the model might be re-tested using different scaling techniques and secondly, to the advocacy of the adoption of a wider psychological perspective and one which goes back to the fundamentals of evaluative processes.