Healthier for whom? Technological service improvement in the healthcare industry

This study tackles the dilemma of a technology-based service improvement wherein an organization performs a technology change to improve its service process, while its customers do not necessarily perceive the new service as an improvement. The empirical research follows a healthcare provider that changed its primary care provider appointment scheduling using a new call centre technology. The methodology involves three processes reflecting the entire change: personal interviews, focus groups, and surveys. To facilitate adoption of a technology-based service, it is recommended that there be a focus on customers’ experience with similar service industries’ image, and organizational policies on contracting service representatives.     

Enhancing Statistics Education by Including Qualitative Research

In this paper, we propose to re‐examine the role of qualitative thinking in the early stages of learning statistics and, where relevant, integrate selected elements of qualitative research methods into statistics curricula. We believe that this can help to improve statistics education, deepen desired student understanding of the role of statistics in providing answers to real‐world problems and address recurring concerns about student motivation. The paper clarifies the logic underlying our proposal, examines existing connections between qualitative and quantitative research during instruction that often go unacknowledged and can be built upon, explores practical implementation issues and discusses advantages as well as limitations of the proposed approach.     

Declining sectors and strategies within the area of human resources: a case study from Spain

Based upon the existing theoretical framework, empirical research on successful generic strategies has resulted in various recommendations for strategic management in declining sectors. However, these studies do not consider (aspects of) strategy implementation, and thus ignore the importance of aspects of the implementation for the ultimate success of the proposed strategy. Consequently, it is difficult to uncover some important factors that contribute to the success or failure of the proposed strategies. One such factor is the congruence between the generic 'decline strategy' and its concurrent social strategy. Although some theoretical proposals on this congruency exist, empirical studies on this topic are lacking.

Given the exploratory, 'real-life' and process nature of the study, the case-study method is used. This allows us to establish a dialectic relationship between the theoretical proposals available and the empirical observations. The company that is studied is a Spanish state-owned shipyard. Following a brief analysis of the sector and its specific characteristics of decline, the evolving congruence between the generic and social strategies within the company is analysed. Basically, the study focuses on the process of continuously adjusting and balancing the two types of strategies. Also, the resulting implementation issues and difficulties are assessed. Conclusions are based on the permanent comparison and confrontation of field data and theoretical insights.     

Energy consumption by Russia’s population and service industry in the context of global trends

This paper analyzes energy consumption by population and service industry in developed countries and Russia in 1990–2005. The main global trends in energy consumption by population and service industry are shown. The compliance of Russia’s energy consumption figures to these trends is determined. The results of predictive estimates of the dependence of per capita energy consumption by population and service industry on the level of economic development are presented.     

Strategic repertoire variety and new venture growth: The moderating effects of origin and industry dynamism

New ventures (companies eight years or younger) face an important choice in attempting to achieve growth: Should they follow “strategic simplicity” by relying on a few similar competitive actions, or emphasize “strategic variety” by implementing multiple different competitive actions? Data from 140 new ventures in Spain suggest that new ventures benefit from pursuing strategic variety, especially when their industries are highly dynamic. Further, although new ventures in general gain from strategic variety in highly dynamic industries, independently owned ventures achieve higher growth rates than their corporate counterparts. Copyright © 2013 John Wiley & Sons, Ltd.     

Aufsichtsrechtliche Rahmenbedingungen für die Tätigkeit von EU-Versicherern in der Türkei

In recent years the Turkish insurance market has exerted a strong appeal, especially for insurers seated in the EU, in view of its exponential growth rates and its dormant growth potential. EU insurers are, however, subject to more stringent insurance supervisory requirements when entering this insurance market, external to the EU, than when expending into other European insurance markets.     

Quality and productivity: role conflict in the service context

This article presents a qualitative study exploring service employees’ experiences of quality–productivity tensions in the workplace, and how they cope with such conflicts. Semi-structured interviews were conducted with 50 service employees. Content analysis suggests that organization-level conflict derives from the different channels that service organizations use to convey the importance of quality (e.g. training) and of productivity (e.g. rewards) to employees. During service interactions, employees experience conflict when standardization is violated and productivity is threatened. Our results demonstrate and explain employees' strategies for coping with the conflict between productivity and quality and with the ‘double message' they receive about these two goals. Many of these strategies are intended to ensure quality while maintaining productivity. We discuss the study's contribution to service science, and explain existing organizational mechanisms and processes for communicating the importance of quality and productivity to employees. Implications for service management are discussed.     

Legitimationsdefizite und Kompetenzen der EIOPA im Lichte der Meroni-Rechtsprechung

The establishment of the European (Financial) Supervisory Authorities (ESA) represents a new peak in the process of agencification of the administration of the European Union. The European legislator has granted the newly founded European Insurance and Occupational Pensions Authority (EIOPA) numerous far-reaching powers in relation to national supervisory authorities and market participants. In this regard the question arises if the European Union was duly empowered by primary law to found this supervisory authority. It has, hitherto, also remained unclear if the extent of the powers entrusted to EIOPA is in conformity with other founding principles of European primary law and the case law of the ECJ.