The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

ABSTRACT

Rapid technological advancements have led to the emergence of smart services and smart consumers. This study focuses on smart consumers who voluntarily engage in value creation activities, in order to conceptualise smart experience co-creation (SEC) and the smart servicescape. Drawing on the Stimulus-Organism-Response (SOR) framework, a model is proposed and tested around the impacts of smart servicescape dimensions (aesthetics, superior functionality, social presence, perceived interactivity and perceived personalisation) on smart consumer experience co-creation. SEC is conceptualised as a second-order construct consisting of cognitive, hedonic, social/personal, and pragmatic/economic first-order dimensions. Results show that the technological environmental cues of the smart servicescape (S) collectively influence smart experience co-creation (O), and this co-created experience eventually influences consumers’ service brand equity and word-of-mouth (WOM) intentions (R). A major novelty of this study lies in uncovering the relationship between experience co-creation and service brand equity. Findings have theoretical and managerial implications for smart services.     

Small business owners and health

Small Business Economics - The present article identifies a societal and scholarly neglect for the field of small business ownership and health. We address health capital and its spillover effects...     

‘An Examination of the Ethical Commitment of Professional Accountants to Auditor Independence’

This research explores the relationship between work context and professional ethics. Specifically, we analyze through an online survey of professional accountants the degree to which changing work conditions have altered individual accountants’ commitment to the core professional value of auditor independence. We argue that certain changes in the condition of work have made some categories of accountants more susceptible to the logic of commercialism rather than the logic of professionalism. We find general support for this argument. We observe that accountants working outside of public accounting have a higher commitment to independence than do accountants working in the context of public accounting firms. We further observe that accountants in large international accounting firms (i.e. the “Big Four”) report lower commitment to auditor independence than do others in public accounting. And we observe that older accountants report stronger commitment to auditor independence. One finding, however, contradicts our general thesis. We find that commitment to one’s client does not necessarily result in a loss of commitment to the core professional value of independence. We conclude that changes in the context of work have contributed to the demise of ethics among professional accountants and suggest that further research be done to elaborate the relationship between client commitment and independence commitment.     

Human capital,trade, and economic growth

Human Capital, Trade, and Economic Growth. — Human capital, because of its special role in innovative activity and technological progress, has formed the bedrock of the new theories of endogenous growth. However, it not only serves as an engine of growth but also as a productive input along with labor and physical capital. In this study, the authors find evidence of the importance of both roles of human capital. They also find that the relationship between growth and the external effects of human capital vary according to trade regime. When literacy rates are relatively high, open economies grow about 0.65 to 1.75 percentage points more than closed economies.     

Dynamics of judicial service supply chains

Behavioral issues, coupled with temporary capacity imbalances, dictate the characteristics that a service supply chain assumes in the long run. The paper looks at a service chain in which two factors, backlogs and incentives, influence human agent processing times and, hence, service supply chain capacity. The paper finds that servers within the supply chain change their processing speeds in order to maintain a backlog of cases that is acceptable and credible. The backlog must not be too small, so as to avoid the impression that work is scant and there is idleness; but it must not be too large, so as to avoid the impression of laziness. Simultaneously, the paper finds that there are implicit incentives in the formal hierarchy that impinge upon throughput rates at certain stages of the supply chain: agents upstream try not to overwhelm their bosses' stations downstream with excess work. Hence, this paper looks at the effects of perceived backlogs within service supply chains and also at capacity unbalances that stem from such incentives. The study explores these issues in the context of a managerial intervention in a judicial service supply chain. The study identifies the structure of a seemingly unstructured decision execution that leads to the observed outcomes. The research results in a preliminary system dynamics model that suggests several operational steps to overcome bottlenecks and incompetency.     

Tourism-based heritage conservation in Murshidabad: an appraisal

The article appraises the outcome of promoting tourism as a strategy for heritage conservation in the case of Murshidabad, an archetypal historic town in decline in India. A relational maturity-based framework has been used to examine the complementarities and conflicts between tourism and heritage conservation in the town. The prevailing nature of tourism conservation relationship in Murshidabad upholds the criticality characteristically observed in developing countries, where governments focus primarily on the revenue generating potential of built-heritage centric tourism ignoring the conservation attention necessary to retain authenticity and meaningful existence of historic structures. The overarching issues emerging from the current level of relational maturity in Murshidabad are identified with suggestions for possible policy implications of the study.     

Analyse de la libéralisation des échanges de quotas entre le Québec et l'Ontario dans le secteur laitier

L'objectif de cette étude est d'estimer les fonctions d'offre et de demande & quota de lait & transformation au Québec et en Ontario et d'évaluer les impacts potentiels d'un marché des quotas entre ces deux provinces. Les fonctions d'offre et de demande sont estimées par la méthode des moindres carrés à deux étapes et ce, pour quatre marchés, soit les marches des quotas produits et non produits dans chaque province.
Les résultats montrent que la flexibilityé de la demande est en général plus élévie en valeur absolue que celle de l'offre. Les résultats indiquent de plus que l'offre de quotas est élastique par rapport aux prix. Le modèle est utilisé pour simuler l'ouverture des marchés entre le Québec et l'Ontario. Les résultats indiquent que si un marché des quotas avait existé en 1992, le Québec aurait vu son quota de mise en marché augmenter de 3,4 % durant l'année, au détriment de l'Ontario qui aurait vu le sien diminuer d'environ 5,1%.     

Qualitative Input–Output Analysis of the Indian Economic Structure

Qualitative input–output (IO) analysis can be considered mostly in terms of a graph-theoretic formulation, which involves the construction and use of an adjacency matrix, derived from a binary transformation of the IO coefficient matrix. Classical attempts at qualitative IO analysis have derived the structure from the direct IO coefficient table. In more recent attempts, greater sophistication has been achieved by incorporating a degree of quantification into the qualitative analysis. Also, the concept of important coefficients (IC) has been used for the construction of the adjacency matrix. The present study is carried out along these lines for the Indian economy.     

A Note on Student Academic Performance

ABSTRACT This study compares the educational performance of both highly rural and highly urban area students to students from areas of moderate population density. The results suggest (1) that students from both highly rural and highly urban areas perform similarly, but less well, in terms of educational achievement than students from moderate areas, and (2) that empirical studies of student educational performance should include measures of both cognitive skills and educational market competition as explanatory variables. The policy implications of this research include our recommendation that policymakers consider students from highly urban areas to be subjects of concern similar to students from highly rural areas in attempts to affect expected student achievement. Implications also include our recommendation that policymakers recognize that competitive educational market systems that allow educational consumers greater choice in the acquisition of educational services are those systems within which student academic achievement is higher.