A proposed method to evaluate the quality of services using Fuzzy sets theory

This paper seeks to provide the services sector with a focus on the assessment of quality and for this purpose, a technique that may able a quantitative approach to evaluating quality is proposed. The use of the fuzzy sets theory to process data was used, thus allowing a more flexible and suitable insight into the characteristics of the service sector. An extension of the technique for order performance by similarity to the ideal solution was used. This informs managers of the distance from the company $\prime $ s current level of quality, if compared to a company of perfect quality by means of an overall evaluation. The same technique was used to detect changes in the level of quality during the period surveyed by using a stratified assessment. Finally, a practical application of the approach proposed is presented.     

Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage: The moderating role of customer gender

This study examines the relationship of perceived automotive salesperson attributes and customer satisfaction behavior in the purchase experience leading to the patronage of a service department in an automotive dealership. Logistic regression analyses indicate that gender moderates the relationship of the perceived salesperson attributes and customer satisfaction as well as intentions for service department patronage. The model distinguishes users from non-users of the service department and does this better for females than for males. Finally, the paper concludes with a discussion of the managerial implications and directions for future research.     

Employee References: Between the Legal Devil and the Ethical Deep Blue Sea

An employer asked to provide a reference for a former or departing employee is confronted with a number of complex legal and ethical concerns. The issue of references is always controversial, involving a balance of employers' fears of legal liability, interests in providing relevant information to prospective employers, and concerns for fairness to former employees. Recently this topic has been the focus of new attention as the result of a court decision holding a former employer legally liable for wrongs committed by a former employee in a new job. In that case, the former employer had provided a positive reference while neglecting to note certain negative aspects of the former employee'sperformance. This paper addresses legal and ethical aspects of the reference dilemma and incorporates responses of human resource professionals to the question of ethical reference policies and practices.     

Brazilian Consumer Preferences for Processed Tomato Packaging Using Conjoint Analysis

Brazil is the largest producer and consumer of processed tomato products in Latin America. However, the consumption preferences related to this product are poorly studied. The aim of this study was to evaluate the influence of certain characteristics of processed tomato product packaging on Brazilian consumer preferences. The revised Personal Involvement Inventory (PII) and conjoint analysis (CA) were applied to 206 consumers in Brazil. Four packaging attributes were evaluated: colour (green, red, and yellow); material (sachets, tin, and brick carton packaging); the presence of additional information; and the presence of “easy-open” devices. The CA technique showed that in general, the Brazilian participants were influenced positively by red brick carton and sachet packaging and by the presence of additional information and a device that facilitated opening the package. The results presented in this study are useful for the food industry to develop packaging and marketing strategies using consumer profiles.     

Timing of negative disclosures and attitudinal consequences

How to deal with situations that put a product and a company in a negative light has become a major concern for a number of companies. Research in the area of self-disclosure of information and the effect on attraction for the source of the information suggest possible strategies for timing of disclosure of negative information in the advertising message to reduce negative attitudes about the product and the company. This article reports the results of an experiment designed to measure the effects of early or late disclosure of information when consequences of the situation are either light or severe.     

Human resource practices: Administrative contract makers

Practices used in recruiting, training, performance review, and compensation all contribute to employee beliefs in a psychological contract with their employer. This article presents the basic features of contract-making which human resource practices must manage. Organizations with multiple contract makers must align the messages they send to create a contract that works and can be kept. Recommendations are made for managing the psychological contract more effectively.     

Nonlinearity in the Fed's monetary policy rule

This paper investigates the nature of nonlinearities in the monetary policy rule of the US Federal Reserve (Fed) using the flexible approach to nonlinear inference. We find that while there is significant evidence of nonlinearity for the period to 1979, there is little such evidence for the subsequent period. Possible asymmetries in the Fed's reactions to inflation deviations from target and the output gap in the 1960s and 1970s may tell part of the story, but do not capture the entire nature of the nonlinearity. The inclusion of the interaction between inflation deviations and the output gap, as recently proposed, appears to characterize the nonlinear policy rule more adequately. Copyright © 2005 John Wiley & Sons, Ltd.     

Partners of USEPA Climate Leaders: an Event Study on Stock Performance

This research utilized an event study method to assess how the stocks of publicly traded companies responded before and after announcing their partnership with the United States Environmental Protection Agency (USEPA) Climate Leaders program. Although the stocks exhibited an average non‐significant positive abnormal return of 0.56% on the day of the announcement, the cumulative abnormal returns for the stock prices of the firms for two of the three event windows showed statistically significant negative returns. These results suggest that these firms' public announcements of joining the USEPA Climate Leaders partnership did not have a positive impact on stock performance. While no immediate financial benefit was found in this research, the practices implemented by these firms to reduce their greenhouse gas emissions may still bode well for long‐term corporate earnings and attractiveness to investors. Copyright © 2011 John Wiley & Sons, Ltd and ERP Environment.