Cultural Diversity and Universal Ethics in a Global World

Cultural diversity and globalization bring about a tension between universal ethics and local values and norms. Simultaneously, the current globalization and the existence of an increasingly interconnected world seem to require a common ground to promote dialog, peace, and a more humane world. This article is the introduction to a special issue of the Journal of Business Ethics regarding these problems. We highlight five topics, which intertwine the eight papers of this issue. The first is whether moral diversity in different cultures is a plausible argument for moral relativism. The second focuses on the possibility of finding shared values and virtues worldwide. The third topic deals with convectional universalistic ethical theories in a global world and the problems they present. Fourth, we consider the traditional natural moral law approach in the context of a global world. The last topic is about human rights, as a practical proposal for introducing universal standards in business.     

The Non-Equity Entry Mode Choices of International Hotel Organizations in New Zealand

ABSTRACT

Research on the non-equity entry mode choices of service firms is relatively limited. We use transaction cost economics and organizational capability perspectives to examine the determinants of choosing between franchising and management contracts in the hotel industry. In our analysis of four international hotel organizations operating in New Zealand, we found that both asset specificity and imperfect imitability helped in explaining the choice between franchising and management contracts. Behavioral uncertainty and host country management capabilities explained the entry mode choice of some hotel organizations but were not applicable for others that entered New Zealand via international strategic alliances or used strata titles. Finally, environmental uncertainty and the development of New Zealand’s business environment had a limited effect on choosing between franchising and management contracts.     

Salesperson's listening in buyer–seller service relationships

Research has consistently shown that salesperson's active listening behavior leads to strong sales performance. Yet the influence of management policies on listening has received very limited attention, and prior research linking listening to customer retention has led to mixed findings. This study examines how listening is enhanced through control systems and the influence of listening on customer retention in a service context. Dyadic data from salespeople and their customers show that a behavior-based control system (measured as a second-order construct) positively influences listening and the salesperson's customer orientation totally mediates the influence of listening on customer commitment to the salesperson and loyalty to the service company. Our findings indicate that listening is a necessary but not sufficient condition for assuring relationship development. More specifically, customer orientation is the generative mechanism through which listening is able to influence customer retention. Theoretical and practical implications are discussed.     

Internal market orientation and its influence on the satisfaction of contact personnel

To verify the dimensions, reliability and validity of internal market orientation (IMO) as a scale of measurement of internal marketing, and using it to measure the effect of internal marketing on the satisfaction of contact personnel. Interviews were carried out with all the cashiers of the 16 branches of a small, local credit institution. Because of the small sample size, partial least squares were used in the analysis of the data. The results show the validity and reliability of the IMO construct, formed by four of the five dimensions of the original scale. They also corroborate the causal relationships among the four dimensions, as well as the significant influence of the informal dimension of IMO on the satisfaction of contact personnel. The main limitation of this study is that it analyses a single financial entity, with the characteristics and behaviours that the latter has in its relationship with its employees. To achieve their organisational objectives, firms must adopt an orientation towards the employee, or internal marketing, on an equal plane to the traditional consideration of the external market. Also, the measurability of this internal orientation on the basis of the IMO scale makes available a valuable tool of planning and control in its implementation. This article verifies the validity and reliability of the IMO construct, and its influence on the satisfaction of contact personnel, in a different business sector and with a different research subject from those analysed hitherto by the literature. It also demonstrates the sequential type of relationship among the dimensions that form IMO.     

Climate perceptions and the customer orientation of frontline service employees

Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of employees is rather sparse. This topic is approached by investigating the role of selected dimensions of psychological climate in promoting the customer orientation of frontline service employees. A structural equations model is developed and empirically tested, indicating that perceptions of customer, ethical, and innovation climates exert an indirect effect on the adoption of customer-oriented behaviours by frontline employees.     

Applicability of global value chains analysis to tourism: issues of governance and upgrading

Tourism firms are increasingly integrated in value chains that often operate across many different countries. As a result, the concepts and the methodology of the global value chains begin to be applied to the tourism industry. This paper aims to explore the applicability of this methodological approach for a specific service industry, such as tourism. It pays particular attention to the impact of different patterns of governance within global tourism value chains on the possible forms of upgrading. First, a set of regional case studies carried out on this subject leads us to identify the main patterns of governance in the Andalusian tourism industry. Secondly, an empirical analysis allows us to consider in which way upgrading can vary according to the governance patterns.     

How passive ownership restrictions affect the rate of franchisee failure

What variables influence the adoption of passive ownership restrictions in franchise systems and what are the effects of these restrictions on the rate of franchisee failure of such systems? This article shows how standard performance models that do not account for self-selection of these contractual decisions can improperly suggest a negative relationship between the adoption of passive ownership restrictions and a performance outcome of franchise systems – the rate of franchisee failure. However, models that do account for self-selection of these restrictions indicate that these contractual decisions per se do not affect such a performance outcome. The findings also show that franchise systems with misaligned passive ownership restrictions show a higher rate of franchisee failure than their better-aligned counterparts.     

Exploring Individual Factors Affecting Business Students’ Willingness to Study Abroad: A Case Study From the Caribbean

Despite a low rate of student participation in study abroad programs in the Caribbean, there is insufficient research about the individual factors that help determine business students’ willingness to study or to participate in internship programs abroad. This study aims to explore business students’ attitudes toward study abroad. The positive perceptions of students toward study or internship abroad raises questions about individual factors for business students’ outflow to study or participate in an internship abroad. This study also explores business students’ preferences for short- and long-term international study or internship abroad, as well as certification programs in international business. Moreover, it provides some insight into the segments of business students that are more likely to support these programs.     

Study Abroad Programs as Tools of Internationalization: Which Factors Influence Hungarian Business Students to Participate?

The internationalization of higher education has been on the agenda for decades now all over the world. Study abroad programs are undoubtedly tools of the internationalization endeavors. The ERASMUS Student Mobility Program is one of the flagships of the European Union’s educational exchange programs implicitly aiming for the internationalization of European higher education. Despite the high level of support from the European Commission, the ERASMUS opportunity seems to be underused in several institutions. This study looks at the possible obstacles of internationalization at the institutional level through the lens of study abroad programs, and serves as a lesson for higher education institutions in the USA. Through desk research and a student survey, the author explores the encouraging factors and discouraging factors that affect business students in their decision whether to apply for a study abroad program or not.     

Coalition Formation: The Role of Procedure and Policy Flexibility

A spatial model of coalition formation is used together with data from Dutch elections and theoretical instances to study different procedures of coalition formation. The model shows that procedure plays an important role in reaching a coalition agreement and that political parties do not necessarily benefit from being a first-mover. Moreover, it is shown that a decrease in a party’s flexibility can be (dis)advantageous in coalition negotiations. Furthermore, certain power sharing tactics appear not always to lead to an agreement that is in a party’s advantage. The main message put forward is that the procedure of forming a coalition plays a more important role than is usually acknowledged in literature and practice.