The customer is not always right

Consumers can sustain markets that are morally questionable. They can make immoral or morally suspect demands of individual businesses, especially small businesses. Even when they do not, the costs to firms of consumer protection can sometimes drive them to ruin. This paper presents cases where deference to the consumer is variously unwarranted, cases that may prompt second thoughts about some kinds of consumerism.Tom Sorell is Reader in Philosophy at the University of Essex. He was educated at McGill University and Oxford. He is on the editorial board ofBusiness Ethics: A European Review, and is the author (with John Hendry) ofBusiness Ethics (Butterworth-Heinemann, 1994).     

Infrastructures and Societal Change. A View from the Large Technical Systems Field

Infrastructural and societal changes intertwine in multiple ways. This makes the societal implications of infrastructural projects difficult to assess and anticipate. Yet in present day network societies this task is particularly urgent. This paper first identifies two positions that tend to monopolize and deadlock debates. Next it examines two decades of research in the Large Technical System (LTS) research field for alternative approaches to this issue, before finally suggesting distinguishing between the four increasingly indirect moments of (co-) construction of infrastructures and societies. These may be related causally, but also add their own moments of contingency, agency, and choice.     

Making Financial Goals and Reporting Policies Serve

The main. nancial goal of Progressive Insurance, the third largest underwriter of auto insurance in the U.S., has remained the same since the late 1960s. Expressed in three words, "96 and grow," the goal tells the company's managers to pursue all growth opportunities while maintaining a "combined ratio" no higher than 96, or what amounts to a minimum 4% spread between revenues (premiums) and costs (including expected losses). Thanks in part to the clarity of mission provided by this goal, the company has produced an average 15% rate of growth in revenues and earnings, along with a remarkably stable 15% return for its shareholders, since going public in 1971.
Progressive's simplicity and clarity of mission is also partly responsible for another of the company's distinctive policies: product pricing that, while disciplined, is aggressive and highly decentralized. Having invested some $500 million per year developing statistical models for pricing individual customer risks and acquisition costs, the company was among the. rst in its industry to underwrite "non-standard" risks. And aided by sophisticated pricing models, each of Progressive's 100 or so local product managers are charged with adapting those models to come up with premiums for their own regions.
To go along with its strategic and organizational innovations, Progressive also has an innovative disclosure policy. Apart from SEC reports, the company's communications seldom mention earnings or earnings per share, and the company has never provided earnings guidance. With the passage of Reg. FD in late 2000, the company brie. y considered offering guidance. But in the spring of 2001, the board decided instead to provide monthly releases of its realized combined ratio. Since adoption of this new disclosure policy, Progressive has seen a 50% drop in the volatility of its stock price.     

In Search of Theory Development in Grounded Investigations: Doctors' Experiences of Managing as an Example of Fitted and Prospective Theorizing

This article draws on a study of doctors’ experiences of clinical managing to highlight research conventions that limit the development and use of middle range theories in grounded studies. Using sensemaking and the psychological contract as example frameworks, we illustrate how customary deductive evaluations of middle range theories turn grounded researchers away from theory building. As a correction to these conventions, we offer an inductive approach to building existing theory in grounded investigations that does not depend solely on working with frameworks under different empirical conditions. We suggest that forward theorizing is most likely to progress from a synthesis of fitted explanation and prospective thinking that presses at the limits of the data's usefulness. To illustrate this approach, trialled thinking about novel theoretical juxtapositions and alternative sources was used in conjunction with our clinical director data. The value of this approach was supported in two ways. First, a number of fitted and prospective conjectures are offered about how social identity articulates with psychological contracts and sensemaking in role change situations. Second, new light is shed on the process by which particular social conditions differentially modify employees’ social categorizations, and how these inform employee responses to the evolving experience of role change. The article concludes with some tentative proposals for promoting more discussion of theory building in grounded investigations.     

External technology acquisition in large multi-technology corporations

Based on different contractual forms and their associated degrees of organizational integration, a typology of strategies for technology acquisition (sourcing) is constructed. Based on a sample of corporations in Europe, Japan and US, it is shown that external acquisition of technology through various strategies increases in importance in general. Product case studies further show that external acquisition of technology is associated with technology diversification into increasingly costly new technologies. As a result corporations become multi-technological ('multech'). At the same time quasi-integrated corporate systems of innovation arise in which in-house R&D is managed together with a mix of strategies for external acquisition of technology, using various contractual forms. This presents new challenges to traditional in-house R&D management. Technology diversification is moreover shown to be associated with growth of sales as well as with growth of R&D expenditures. A high level of external technology acquisition presents risks that ought to lead companies to consider technology based product diversification.     

Analysing Materials and Energy Flows in an Industrial District using an Enterprise Input–Output Model

Recent approaches to sustainable development leave much room for policies at a local level. In fact, it is becoming evident that targets such as increasing resource productivity, preserving natural cycles, or extending the present level of welfare, are best pursued within the confines of a local area. In particular, environmental changes are best brought about by considering local systems of firms as cornerstones of cooperative strategies and using data on materials and energy use in physical terms. In this paper, an enterprise input–output model is developed for an industrial district, i.e. a local group of firms specialized in the production of a single final output. The model allows for a detailed quantitative analysis of materials and energy flows and the consequent generation of waste and pollution. As a planning tool, the model may be used to evaluate alternative scenarios, such as the possibility of re- using waste taking account of sustainability requirements. An empirical case study applies the model to an industrial district in Southern Italy producing leather sofas.     

The proletarianisation of academic labour

This article looks at industrial relations changes, conflict and control in higher education, particularly among university academics. It suggests a tendency towards proletarianisation, and a focus on the academic labour process is useful in explaining growing conflict. An apparent HRM agenda and (reluctantly) increasing managerialism are forms, not causes, of change which is driven by funding pressures similar to those affecting other HE systems.     

Problem shifts and market research: The role of networks in business relationships

This article discusses changes in approach to the study of business relationships, and sees the paradigm concept as constituting an inadequate basis for describing gradually evolving changes in the perception of business. The frequent references to paradigms appear to focus more on state aspects than on change aspects of theory building. The article attempts to trace some of the changes in the perception of markets preceding the emergence of network theories, and relates the presence of an interactional approach to business studies to the concept of problem shifts (Lakatos). The development of interactional approaches in marketing is seen as representing a shift away from theory building commonly found in economics and organizational theory. Changes in the approach to the study of business relationships are interpreted as theoretical or empirical problem shifts, and are thus related to the a priori and a posteriori relevance of the continual evolution of alternative business theories. The article explores some of the epistemological relevance of the network theories to the study of market relationships, and the potential impact on continual changes in approach to the study of markets.     

The Multilevel Approach to Repeated Measures for Complete and Incomplete Data

Repeated measurements often are analyzed by multivariate analysis of variance (MANOVA). An alternative approach is provided by multilevel analysis, also called the hierarchical linear model (HLM), which makes use of random coefficient models. This paper is a tutorial which indicates that the HLM can be specified in many different ways, corresponding to different sets of assumptions about the covariance matrix of the repeated measurements. The possible assumptions range from the very restrictive compound symmetry model to the unrestricted multivariate model. Thus, the HLM can be used to steer a useful middle road between the two traditional methods for analyzing repeated measurements. Another important advantage of the multilevel approach to analyzing repeated measures is the fact that it can be easily used also if the data are incomplete. Thus it provides a way to achieve a fully multivariate analysis of repeated measures with incomplete data. This revised version was published online in June 2006 with corrections to the Cover Date.