An empirical investigation of the effectiveness of an integrated service recovery system

Although service recovery has become an increasingly-studied topic in the operations management literature, robust theories and accompanying empirical studies have only begun to emerge. For example, while many authors have identified and measured the specific activities that are perceived by consumers as effective ways to recover from failure, much less attention has been directed at the systematic structuring of recovery efforts to consistently ensure customer satisfaction and achieve improved, long-term organizational outcomes. Building on recent research that identified the principal constructs of service recovery, this study seeks to explore the relative effectiveness of an integrated service recovery system. Data from 158 service organizations are used to explore the relationship between the system and its associated recovery outcomes. Results indicate that a complete recovery system defined by seven distinct dimensions (formalization, decentralization, comprehensiveness, accessibility, influence, human intensity, and system intensity,) significantly impacts internal capability improvements as well as externally-perceived outcomes (i.e., speed, employee empathy, and recovery effectiveness) while both of these outcomes have a significant impact on customer satisfaction and market performance attributed to service recovery     

Value Orientations, Income and Displacement Effects, and Voluntary Contributions

Identifying the value orientations of subjects participating in market or non-market decisions by having them participate in a ring game may be helpful in understanding the behaviour of these subjects. This experiment presents the results of changes in the centre and the radius of a value orientations ring in an attempt to discover if the measured value orientations exhibit income or displacement effects. Neither significant income effects nor displacement effects are identified. An external validity check with a voluntary contribution game provides evidence that value orientations from rings centred around the origin of the decision-space explain significant portions of voluntary contributions while value orientations from displaced rings do not.     

New product development in foreign customer relationships: a study of international SMEs

Abstract

This study identifies a gap in research concerning how small and medium-sized enterprises (SMEs) can benefit from pursuing locally (rather than globally) oriented internationalization strategies. Becoming overly dependent on one single foreign market could potentially reduce the inflow and diversity of new knowledge that can serve as input for new product development. This study discusses how this risk can be minimized. In this endeavour we create a theoretical model that investigates how the local sales concentration and relationship-specific commitment of SMEs relates to new product development. To do this we draw on the behavioural internationalization process framework. The theoretical model is tested on an effective sample of 188 Swedish SMEs. The results show that relationship-specific commitment mediates the effect of local sales concentration on new product development. The implication is that investments which enable collaboration in important business relationships are crucial requisites for keeping firms innovative and in pace with market fluctuations. The findings thus contribute to international business literature by showing that a local market scope of operations combined with a relationship orientation are beneficial for new product development in international SMEs.     

Heterogeneity in bank pricing policies: The Czech evidence

We estimate the pass-through from market interest rates to bank interest rates using heterogeneous panel cointegration techniques to address heterogeneity at the bank level in the Czech Republic. The results indicate heterogeneity in bank pricing in the short, but not in the long term. Mortgage rates and firm rates typically adjust to money market changes, but often less than fully in the long run. Large corporate loans have a smaller mark-up than small loans. Consumer rates have a high mark-up and do not exhibit a cointegration relationship with money market rates even in the long run. Next, we examine how bank characteristics determine the nature of interest rate pass-through in a cross-section of Czech banks. We find evidence for relationship lending, as banks with a stable pool of deposits smooth interest rates and require a higher spread as compensation. Large banks are not found to price their products less competitively. Greater credit risk increases vulnerability to money market shocks.     

Content analysis research method with Nvivo-6 software in a PhD thesis: an approach to the long-term psychological effects on Chilean ex-prisoners survivors of experiences of torture and imprisonment

The aim of this paper is to review the usefulness of the software CAQDAS QSR—Nvivo-6 in a PhD. Thesis, which consisted of finding the long-term psychological effects of experiences of imprisonment and torture for political reasons in their Chilean survivors. For this research, it was created and administered an in-depth interview to 60 survivors, from which outcome was 9900 paragraphs, coded into 784 categories. The software QSR Nvivo-6 threw a report of frequencies, which were compared quantitatively using Pearson’s χ ² square test and cluster analysis. We conclude that the software facilitates the development of qualitative thematic content analysis, simplifying the coding, analysis and display of data. In Addition, it is very useful when working with large quantities of information, promoting the reliability and validity of studies. However, other aspects are also required to ensure the rigor of a qualitative study.     

The impact of electronic commerce on small and midsized spanish companies

Electronic commerce (EC) is not new for some European Union countries, but in others, such as Spain, it is only at the developmental stage. Now that Spain has joined the third phase of the economic and monetary union, Spanish companies' internationalization and the progressive change in the Spanish consumers' buying habits are determining the search for new business strategies. Starting with an analysis of the Spanish business environment, followed by an internal scanning of small and midsized Spanish companies, this paper will analyze the viability of EC as a new business strategy.     

Information Sources in Advertising History. Edited and compiled by Richard W. Pollay,ed. Westport,Conn.: Greenwood Press, 1979, 330 pp

Abstract

This research examined how consumers responded to different print advertisements for a green laundry detergent. Hypotheses based on the salience literature were developed and tested in a laboratory experiment. One group considered a “green” appeal which emphasized the environmental attributes of the product. Another group considered a “non-green” appeal which emphasized the cost-saving attributes of the product. We measured each subject's involvement with the environment. Our results showed that for those highly involved with the environment, there were no significant differences in purchase intent, attitude toward the ad, and support arguments between appeals. However, for those less involved with the environment, the green appeal was significantly more persuasive than the non-green appeal in terms of the same variables.     

Quantitative impact of correlation errors on basket options with time‐varying correlations

This study examines the quantitative impact of correlation errors on basket options with time‐varying correlations and the risk measures (conditional) value‐at‐risk (VaR) in the framework of Basel II. The results show that risk measure misestimation due to correlation errors are the largest and most asymmetric for the at‐the‐money and out‐of‐the‐money basket option. Delta hedging of the basket option reduces risk but increases size and asymmetry effects substantially. Finally, the square‐root‐of‐time rule for VaR does not adjust adequately to correlation errors and consistently underestimates risk measures, which could lead to the VaR exceedance clustering observed during the recent financial crisis. © 2011 Wiley Periodicals, Inc. Jrl Fut Mark     

A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts

The number of social media posts that expose company integrity violations has increased dramatically. In response, some companies empower employees to respond to customer blogs, which requires employees to recognize the customer's perspective. We show that attentional bias modification can be used to prime employees of two global Fortune 100 companies with a self-sufficiency or empathy bias. The results indicate that narrative transportation, or the extent to which employees mentally enter the world evoked by a customer's story, mediates the effect of attentional bias on two relevant psychological ownership dimensions: acknowledgment of responsibility and willingness to respond. Participants with a self-sufficiency bias neither acknowledge responsibility nor want to respond. However, participants primed with an empathy bias take responsibility for the customer's case and respond to the integrity violation. We find evidence for two boundary conditions of this effect: (1) it strengthens when the employee perceives the customer's financial vulnerability as high and (2) it weakens when the customer is impolite in the blog post.     

DEFINING AND OPERATIONALIZING SUPPLY CHAIN PROCESS INTEGRATION

Integration has been recognized as critical to successful supply chain management. However, an extensive literature review revealed no consensus in its conceptualization. The current study attempts to address this research gap by providing a better definition and operationalization of supply chain process integration. With empirical support, it is proposed that internal and external supply chain process integration should be treated as two separate constructs, each comprised of two dimensions: connectivity and simplification.