Waiting for service: modelling the effectiveness of service interventions

Most service businesses tend to experience unwelcome delays in service delivery that often generate strong negative impacts from customers. In response, managers develop and implement service intervention strategies, such as providing length and reason of a delay, both of which have been reported to have positive impacts on customers. However, the results from studies investigating such interventions are mixed. Accordingly, it is hypothesised that these effects may be contingent upon certain situations. This research project has investigated the wait situation using an experimental design. A 2 × 2 × 2 factorial design was first created using a restaurant scenario for the stimulus material and an online web site was used to collect data from 130 respondents. Our findings indicate a significant moderating effect of level of service use and degree of goal attractiveness on the effectiveness of providing duration and cause information. More importantly, we found that under certain conditions a service intervention may be counterproductive to the intended strategy. This finding suggests that managers need to be wary of developing and executing expensive service recovery strategies without due regard to the customer segment being targeted.     

Tests for structural change,aggregation, and homogeneity

Structural change can be considered by breaking up a sample into subsets and asking if these can be aggregated or pooled. Strategies for constructing tests for aggregation and structural change in this setting have not received sufficient attention in the literature. Our methodology for testing generalizes to multiple regimes a discussion of Pesaran et al. (1985) for the case of two regimes. This treatment permits a unified approach to a large number of testing problems discussed separately in the literature, as special cases or as parts of a test of homogeneity. We also provide a simple alternative to much more complex testing strategies currently being researched and developed in testing for structural change.     

Overconfidence and Corporate Tax Policy

Review of Accounting Studies - Using a sample of firms experiencing exogenous CEO departures, we investigate whether firms with overconfident CEOs avoid more tax. We find robust evidence of a...     

Option augmented density forecasts of market returns with monotone pricing kernel

Basic financial theory indicates that the ratio of the conditional density of the future value of a market index and the corresponding risk neutral density should be monotone, but a sizeable empirical literature finds otherwise. We therefore consider an option augmented density forecast of the market return obtained by transforming a baseline density forecast estimated from past excess returns so as to monotonize its ratio with a risk neutral density estimated from current option prices. To evaluate our procedure, we compare baseline and option augmented monthly density forecasts for the S&P 500 index over the period 1997–2013. We find that monotonizing the pricing kernel leads to a modest improvement in the calibration of density forecasts. Supplementary results supportive of this finding are given for market indices in France, Germany, Hong Kong, Japan and the UK.     

Bank accounting conservatism and bank loan pricing

This paper studies the effects of bank accounting conservatism on the pricing of syndicated bank loans. We provide evidence that banks timelier in loss recognition charge higher spreads. We go onto consider what happens to the relationship between spreads and timeliness in loss recognition during the financial crisis. During the crisis, banks timelier in loss recognition increase their spreads to a lesser extent than banks less timely in loss recognition. These findings are broadly consistent with the argument that conditional accounting conservatism serves a governance role. The policy implication is that banks timelier in loss recognition exhibit more prudent and less pro-cyclical loan pricing behaviour.     

Microfinance and Household Poverty Reduction: Empirical Evidence from Rural Pakistan

This study examines whether household access to microfinance reduces poverty in Pakistan and, if so, how and to what extent. It draws on primary empirical data gathered by interviewing 1132 households, including both borrower and non-borrower households, in 2008–2009. Sample selection biases have been partially controlled for by using propensity score matching. The study reveals that microfinance programmes had a positive impact on the participating households. Poverty-reducing effects were observed on a number of indicators, including expenditure on healthcare, clothing and household income, and on certain dwelling characteristics, such as water supply and the quality of roofing and walls.     

Relationship between employees’ beliefs regarding training benefits and employees’ organizational commitment in a petroleum company in the State of Qatar

The study examined the relationship between the beliefs of senior staff Qatari national employees regarding training benefits as measured by the benefits of employee training, and employees’ organizational commitment as measured by the three‐component model of organizational commitment. This relationship was assessed through a quantitative associational research design. From the study site, Qatar Petroleum, a total of 283 responses were analysed using stepwise regression analysis. The findings suggest that there is a positive relationship between employees’ beliefs regarding training benefits and employees’ organizational commitment.     

Consumer's Perception of Website Service Quality: An Empirical Study

With the increasing penetration of the Internet, service quality has become one of the key areas of concern for online shopping sites. Website service quality has become a vital factor in making e-commerce successful because comparing the features of products in the online environment is easier, practically free of cost, and saves on time in comparison to conventional offline markets. To empirically explore the critical factors that determine perceptions of the service quality of online shopping sites, researchers adopted the eTailQ scale suggested by Wolfinbarger and Gilly (2003 Wolfinbarger, M., and M. C. Gilly. 2003. eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing 79 (3):183–98. doi:10.1016/s0022-4359(03)00034-4.[Crossref], [Web of Science ®] , [Google Scholar]). Web layout, web info, customer service, fulfillment, and privacy emerged as the critical factors affecting website service quality. Findings of the study are expected to provide valuable insights to academicians in better conceptualizing the constructs and also help marketing practitioners in fine-tuning their strategies by addressing the peculiar needs of the Indian online shoppers.