Organization design for service excellence: A review of the literature

It is commonly accepted that service excellence can enhance the competitive advantage of a firm. Two critical success factors in this regard are evaluated in this article: First, how best to structure an organization in order to provide flexibility in satisfying customer needs, and second, how certain human resource practices help create and improve customer service. © 1996 by John Wiley & Sons, Inc.     

Negative Libor rates in the swap market model

We apply Stroock and Varadhan’s support theorem to show that there is a positive probability that within the Swap Market Model the implied Libor rates become negative in finite time. Mataix-Pastor received support from the Instituto Credito Oficial (ICO), Spain, and Fundación Caja Madrid.     

On the effect of prior assumptions in Bayesian model averaging with applications to growth regression

We consider the problem of variable selection in linear regression models. Bayesian model averaging has become an important tool in empirical settings with large numbers of potential regressors and relatively limited numbers of observations. We examine the effect of a variety of prior assumptions on the inference concerning model size, posterior inclusion probabilities of regressors and on predictive performance. We illustrate these issues in the context of cross‐country growth regressions using three datasets with 41–67 potential drivers of growth and 72–93 observations. Finally, we recommend priors for use in this and related contexts. Copyright © 2009 John Wiley & Sons, Ltd.     

Whose call is it? Targeting universal service programs to low-income households’ telecommunications preferences

Do universal service programs give customers what they want? This paper uses new survey data to study low-income households’ telecommunications choices in the United States and to consider the degree to which such households’ preferences are addressed by existing universal service programs. The research shows that households that choose only one form of telecommunications increasingly are choosing a mobile phone, while those that choose to have both modes of communications are shifting their usage towards their mobile phones. These trends are less pronounced among higher-income households. One implication for universal service policy is that traditional subsidies for landline phones are increasingly ineffective in reaching low-income households such subsidies are designed to help; subsidies for acquiring and using mobile phone services might be more beneficial to low-income households than traditional subsidies for landline phones.     

Comments on ‘Jointness of growth determinants’

We consider the measures of jointness proposed by Doppelhofer and Weeks ( 2009 ) and Strachan ( 2009 ) in the context of variable selection. Using the general criteria suggested in Ley and Steel ( 2007 ), we identify some shortcomings of these measures, which are illustrated with empirically relevant example cases. We argue that careful examination of the properties of any jointness measure is critical before using it to inform decisions, and favour the use of the measures proposed in Ley and Steel ( 2007 ). Copyright © 2009 John Wiley & Sons, Ltd.