The evolving brand logic: a service-dominant logic perspective

The meanings of brand and branding have been evolving over the past several decades. This evolution is converging on a new conceptual logic, which views brand in terms of collaborative, value co-creation activities of firms and all of their stakeholders and brand value in terms of the stakeholders’ collectively perceived value-in-use. The authors argue that this new logic parallels and reflects the related, evolving service-dominant (S-D) logic in marketing. They provide an historical account of the branding literature, organize it into eras, and connect it to the evolution in marketing as captured by S-D logic. The analysis provides further support for the S-D logic of marketing and suggests a related research agenda for furthering the understanding of brand and branding. It also suggests that marketing managers might benefit from investing resources in building strong brand relationships with all of their stakeholders and a service-dominant firm philosophy built around brand value co-creation.     

Coping Strategies in Call Centres: Work Intensity and the Role of Co-workers and Supervisors

It has been observed that customer service workers often develop mutually supportive coping strategies to protect themselves from the emotional strain of overwork. These strategies can receive tacit support from supervisors, who may accept them as a means of getting the work done. The study explores the impact of a number of different forms of support on emotional exhaustion among a group of 480 call centre workers focusing, in particular, on the role of supportive behaviours relating to absence taking. The research shows that a supportive co-worker absence culture and team leader absence permissiveness can lessen the effects of job demands on emotional exhaustion and improve worker well-being. The implications of these findings are discussed.     

Cointegration and control: Assessing the impact of events using time series data

Control groups can provide counterfactual evidence for assessing the impact of an event or policy change on a target variable. We argue that fitting a multivariate time series model offers potential gains over a direct comparison between the target and a weighted average of controls. More importantly, it highlights the assumptions underlying methods such as difference in differences and synthetic control, suggesting ways to test these assumptions. Gains from simple and transparent time series models are analysed using examples from the literature, including the California smoking law of 1989 and German reunification. We argue that selecting controls using a time series strategy is preferable to existing data‐driven regression methods.     

The changing role of dividends: a firm-level study from the nineteenth to the twenty-first century

Abstract .  We investigate the changes in dividend policy for one of North America's oldest banks (and Canada's first bank), Bank of Montreal, over time by considering the relationships between dividends, prices and earnings for this prominent firm. In the early part of the sample we find that annual dividend and earnings changes are highly variable, with dividend changes following changes in earnings and a larger portion of investors' returns coming from dividends. Since World War II dividend policy has been characterized by more stable and gradual increases in dividends, with more of investors' returns coming from capital gains. Overall, our results suggest that investors' perception of dividends has changed over time, allowing management to pay smaller dividends and reinvest funds in the firm.     

Distribution dynamics and convergence in Latin America: A non-parametric analysis

This paper examines the dynamics of income distribution and convergence in Latin America during the period 1960 to 2000. Our results, based on the intradistribution dynamics approach, reveal a “twin peaks” dynamics, which echoes findings reported for the OECD, the Asia Pacific Basin and worldwide. Notable differences, however, are found between the income dynamics in Latin America and in these other regions. Further, our findings indicate that physical capital investment and health capital serve to explain Latin America’s “twin peaks” polarization. Other factors, such as geographical proximity, trade openness and human capital, are also found to help explaining it to some extent. We gratefully acknowledge the helpful comments and suggestions of the referee.     

The Effect of Changes in Monetary Policy on Consumer and Business Confidence

This article examines the response of consumer and business confidence to five measures of change in Australian monetary policy. Actual, expected and surprise increases in the official cash rate target and related interest rates are shown to negatively impact consumer sentiment. Business confidence is less affected by increases in the cash rate target, but is negatively affected by an increase in the 90-day bank accepted bill rate. Tests for model stability and asymmetries in the response of sentiment to increases and decreases in interest rates otherwise find only limited evidence for monetary policy having a perverse signalling effect on sentiment.     

Sense‐giving in health care: the relationship between the HR roles of line managers and employee commitment

In this article, we examine line manager prioritisation of HR roles and the consequences for employee commitment in a health‐care setting. Our analysis is based on a quantitative, multi‐actor study (509 employees and 67 line managers) in four Dutch hospitals. Using sense‐giving as a theoretical lens, we demonstrate that, in addition to the effects of high commitment HRM, prioritising the Employee Champion role alone and the Employee Champion and Strategic Partner roles in combination is associated with higher employee commitment. We argue that through performing roles that are evocative of deep‐seated values, such as excellent patient care and concern for others, line managers can have a positive effect on staff attitudes. In a sector often beleaguered by staff turnover, exhaustion and burnout, we offer an important, empirically based framework that has the potential to improve employee commitment and, from there, enhance performance.     

Contrasting Developments in UK Energy Regulation: Retail Policy and Consumer Engagement

This article explores the role of regulation as a supporting institution for an energy market. Two aspects are examined: first, the role of regulation in promoting a competitive market for the retail supply of energy, and second, the role of regulation in providing access to the transmission and distribution networks, assumed to be monopolies, that provide services for the retail suppliers. UK regulation promoted retail energy competition until 2008, but in that year changed direction, and since then has been restricting retail competition. In contrast, UK regulation since 2008 has encouraged more customer engagement in the network part of the energy sector. This offers the prospect, at least, of the emergence of a form of competition and choice in the process of setting price controls.     

Credit Where Credit is Due: A Field Survey of the Interactive Effects of Credit Expectations and Leaders’ Credit Allocation on Employee Turnover

Today's human resource management community has a strong interest in the issue of how HR practice is implemented by managers and leaders in the workplace. In this article, we investigate how one specific practice, leaders’ public recognition of a job well done (i.e., credit allocation), impacts employee turnover. Based on expectancy violations, psychological contracts, and turnover research, we predicted that subordinates would be more likely to leave an organization if their leader took credit for their work, but only if the credit taking violated subordinates’ expectations. In a field survey of organizational employees, we found that the effects of credit taking on turnover were negated when subordinates’ expectations and leaders’ credit allocation behavior were aligned. However, when leaders’ credit behavior came as a surprise, participants responded negatively when expectations were not met and positively when expectations were exceeded. We discuss the implications of these results for both theory and practice. © 2014 Wiley Periodicals, Inc.