The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships

Along with variables like the service process, perceived service value and customer satisfaction, job satisfaction of service employees plays a vital role in customer evaluation of service result. However, there has been little in-depth research into the nature of this relation, in particular in the context of B2B relations. In the sphere of an organization providing financial intermediation services to the banking sector and on the basis of a literature review, hypotheses are developed which establish the mediator role of service value and the moderator role of job satisfaction of service employees when delimiting customer satisfaction. Reliability and validity analysis give satisfactory results and our conclusions establish firstly that service encounter directly and significantly affects perceived service value which is the final antecedent to customer satisfaction and secondly, that the level of employment satisfaction moderates its effect on service value.     

Women's empowerment and child health outcomes in Ghana

This study investigates whether women's empowerment, measured by education attainment relative to her partner, decision‐making, and domestic violence is related to nutritional status of children in Ghana. Using the 2014 Ghana Demographic and Health Survey, the study examines the effect of women empowerment on child's nutritional status at different points in its conditional distributions using ordinary least squares and quantile regression estimation technique. The study observes that women's empowerment is associated with improvement in the nutritional status of children with Z‐scores less than ?4 and ?3 standard deviations, for acutely and severely malnourished children respectively in the long run. The study recommends that the Ministry for Gender and Social Protection should educate male partners on the need for women participation in decision‐making at the household level as well as make formal education accessible to women.     

The reflection effect in time‐related decisions

Despite the intuitive appeal of conceptualizing time as a resource, like money, to which prospect theory should apply, the application of prospect theory to time‐related decisions has met with mixed results. Existing literature has failed repeatedly to find evidence of loss aversion and the characteristic reflection effect in the realm of time, leading researchers to conclude that consumers have an overriding preference for certainty with respect to time, unlike other resources. This article presents evidence to the contrary. Drawing on literature from organizational behavior, the authors posit that consumers' schedules provide the reference points necessary to produce the reflection effect in time‐related decisions. Two experimental studies support this expectation. Potential rationales and limiting conditions are explored. © 2009 Wiley Periodicals, Inc.     

Geographical and cognitive proximity effects on innovation performance in SMEs: a way through knowledge acquisition

This study explores the relative influence of geographical and cognitive proximity to explain innovation performance. This paper deepens the controversy between the significance of both types of proximity, contributing to a better understand their interconnections. The study further analyzes to what extent knowledge acquisition provides a congruent explanation of the effectiveness of innovation in proximity contexts. The paper has tested a structural model based on a sample of 224 Spanish footwear firms. Footwear industry is a mature and traditional industry with a significant presence of the territorial agglomeration of firms all over Spain. Findings suggest both a direct and indirect effect of cognitive proximity on innovation performance. However, an excess of geographical proximity produces spatial lock-in, thus limiting the access to new knowledge and lowering innovations. By contrast, proximity in terms of goals and culture leads firms belonging to a territorial cluster to achieve knowledge acquisition resulting in relevant innovation. Findings suggest that although transferable valuable knowledge exists in clustered contexts firms should adopt a proactive behavior to have access common knowledge and in order to generate effective innovations.