Exploring service design in the context of architecture

Development of services is a demanding task and requires new perspectives as well as appropriate tools and techniques. This paper forms an overview of the concept of service design, which has recently gained ground. This concept is applied to an empirical study, which explores how professional designers develop services. The main method of the study is participant observation taking place in an architect's office. As a result, the study describes in detail how services are designed in the context of architecture. The study suggests that professional designers apply several methods, which could increase our understanding of service design and service development.     

The shortened Corporate Ethical Virtues scale: Measurement invariance and mean differences across two occupational groups

So far, the field of business ethics lacks validated measures for assessing virtues at the organizational level. The aim of this study is to investigate the measurement invariance of a shortened Corporate Ethical Virtues scale. In this manner, we contribute to validating an instrument that is both psychometrically sound and efficient to use. We conducted two survey studies of two independent groups (managers and school psychologists). Confirmatory factor analysis supported the eight‐factor model of the scale, and we found it to be invariant in two different occupational groups. The managers gave higher appraisals of ethical culture than the psychologists did in seven out of the eight dimensions. We found that despite the contextual differences, the shortened scale measures the eight dimensions of organizational ethical virtues, as intended. Thus, the use of this more compact scale can be recommended for future studies, which will hopefully stimulate more research on ethical culture in various work contexts.     

Learning in the process of industrial work – a comparative study of Finland,Sweden and Germany

By combining a positivistic and an interpretive approach, this research investigates the learning opportunities that contemporary industrial work processes and workplaces offer for employees individually and collectively. The research explores how employees can become trained through their work and how individual development may expand to collective development. Finnish and Swedish package‐supplier companies have served as case‐study organizations, and the findings from them have been benchmarked to the available corresponding German data. The results show that although employees may have opportunities for individual learning in enriched, enlarged and autonomous manufacturing work, the prevailing bureaucratic power relations prevent employees from fully engaging in collective learning. It is concluded that a positivistic research approach and a sociotechnical theoretical framework make visible the training through work taking place at the individual level, while an interpretive research approach and concepts from complexity thinking reveal the obstacles to collective learning.     

Tourism,business linkages and small enterprise development in South Africa

Although considerable attention is given to the prospects for developing small, medium and micro-enterprises (SMMEs) in South Africa's tourism economy, very little relevant research has been undertaken in this regard. In this article, the findings are presented from over 60 detailed interviews conducted with key enterprises and entrepreneurs involved in tourism, outsourcing and small enterprise development in South Africa. The aim is to examine opportunities for outsourcing and business linkage development in South Africa's tourism economy, and to investigate the difficulties that confront the tourism SMME economy through examining the status of business linkages between large tourism enterprises and SMMEs in South Africa. The South African research is located within the context of existing works on tourism and small enterprise development in developing countries.     

The Services Sector as a Driver of Change: Indonesia’s Experience in the ASEAN Context

By various performance indicators, the Indonesian services sector ranks below those of its main ASEAN neighbours. This is concerning for Indonesia, given the the increased attention worldwide on the services sector as a likely source of growth, the contribution of the services sector to the competitiveness of other sectors, and the opportunities available for capturing the gains from innovation and change in services. There is scope, we argue, to increase the number of formal jobs in the sector and to dispel its reputation as the employer of last resort. We find that a restrictive policy regime contributes to the sector’s poor performance, leading to an argument for reform. We discuss a potential strategy for such reform, focusing on four factors: increasing transparency and policy information; capturing the opportunities from international commitments; and exploring the potential of, one, new technology, and, two, urbanisation.     

Globalisation and its discontents: an Indonesian perspective

It is indeed a great honour for me to give the 2011 Heinz Arndt Memorial Lecture. The first time I met the great Professor Heinz Arndt was as a nine‐year‐old back in 1966 when our family first came to Canberra and Heinz was my father's (Panglaykim) new boss. I recall that he picked us up at the airport and within the first week we had visited his house in Deakin, where he gave me and my two brothers games such as Chinese checkers and books that his own kids had outgrown. So my first thought was: what a kind and thoughtful man. Little did I know that I would end up being what he often termed his ‘academic grandchild’. I never took a class from Heinz or was fortunate enough to be supervised by him. However, I had many interactions with him when I was a student at the Australian National University (ANU) and, upon graduation, as an aspiring young academic. He had an important influence on the course of my life. First, he encouraged me to do my PhD in the USA. After I completed my masters at the ANU under Peter Drysdale, I toyed with the idea of continuing with a PhD at the Research School of Pacific Studies. However, Heinz convinced me to go to the USA because he thought it would widen my horizons. He was right. Second, there was the importance of being disciplined and thorough in undertaking country or regional research. One of the most important initiation exercises for an academic working on Indonesia was to do a ‘Survey of Recent Developments’ for the Bulletin of Indonesian Economic Studies. I recall being given a yellowed document that had been formulated by Heinz with precise guidelines on topics, structure, and people to see and interview. We found similar guidelines on regional surveys when we did economic surveys of all the provinces a few years later. I found that doing the research and interviews for the survey was the easy part. The hard part was the two weeks spent in Canberra writing up the survey and being subjected to peer review. The draft was presented to the ‘editorial team’ and others, including, of course, the venerable Professor Arndt. I am glad to say that I passed in terms of substance; but of course there were lots of edits to do following Heniz's traditional typed‐up comments, both general and specific! Third, despite being a formidable figure and someone with a reputation for strong opinions, Heinz was the same kind and thoughtful man I remembered as a nine‐year‐old. He always had the time of day for the young academics, especially those from Indonesia. I had many cups of tea with him as a student and later as an aspiring academic. I still recall his room in University House filled with his books and the filing cabinet near the bathroom, where he would inevitably pull out the right references and reading materials that one needed. I learned a lot about the importance of mentoring and encouraging the young—many of whom have succeeded and are in the room today. This lecture is to honour Professor Heinz Arndt. I believe Professor Arndt was a true internationalist and therefore he would tackle with gusto the rumblings of discontent on globalisation. He would be thorough in trying to understand the manifestations of globalisation and its sources of discontent. He would also be of the firm belief that the benefits of globalisation outweigh its costs and come up with strategic ideas on how to best manage globalisation to counter ‘globaphobia’. I hope I do justice to this topic in the Heinz Arndt tradition.     

The Consequences of Globalisation: India's Software Industry and Cross‐border Labour Mobility1

The Indian software industry is a prime example of globalisation. The industry has been characterised by large cross‐border mobility of its skilled labour force. Using a unique survey of Indian software firms, our paper quantifies the extent and impact of mobility on firm behaviour and performance. Cross‐border labour mobility in the paper refers to both temporary and permanent labour flows by Indian software professionals. The picture that emerges is of a highly mobile world in which temporary mobility has been an important characteristic of the industry. A significant number of workers have work experience abroad in a developed country. Moreover, the share of skilled workers with such experience has been positively associated with the incidence of skilled migration from the firm. This suggests network effects are at work. In terms of the impact on performance – as measured by the change in turnover per worker and the change in the employment size of the firm – the paper finds little evidence of a robust adverse effect. Further, the evidence suggests that there have been important external effects at work, as through changes in the willingness of workers to acquire skills, as well as through increased provision of educational services. These have further abated the risk of a brain drain. However, the software industry may be rather different from other industries. Our results need to be interpreted as the outcome of a particular case of skilled migration and not one necessarily representative of all types of skilled migration and source sectors.     

Conditionally heteroscedastic intensity‐dependent marking of log Gaussian Cox processes

Spatial marked point processes are models for systems of points which are randomly distributed in space and provided with measured quantities called marks. This study deals with marking, that is methods of constructing marked point processes from unmarked ones. The focus is density‐dependent marking where the local point intensity affects the mark distribution. This study develops new markings for log Gaussian Cox processes. In these markings, both the mean and variance of the mark distribution depend on the local intensity. The mean, variance and mark correlation properties are presented for the new markings, and a Bayesian estimation procedure is suggested for statistical inference. The performance of the new approach is studied by means of simulation experiments. As an example, a tropical rainforest data is modelled.     

Binary Choice Valuation Studies with Heteregeneous Preferences Regarding the Program Being Valued

We investigate the effect of respondents' heterogeneous preferences regarding the good to be valued in binary-choice contingent valuationstudies. This is especially important when the valuation options give rise to both highly negative and highly positive attitudes.The survey design employs questionnaires which include separate items for willingness to favorandwillingness to contribute in monetary terms to the provision of the good. In light of our analysis, eliciting respondents' differentpreferences for the project first, without monetary considerations, wouldimprove the WTP estimates as welfare measures. Our results alsosuggest that nonparametric estimation could offer another solution foraccounting for preference heterogeneity. Nonparametric estimation is less sensitive to those `no' responses which are in fact not intended toreflect the respondents' WTP as such but merely to express their dislikefor the good at issue.     

Co‐creating nonprofit brand equity

• The concept of brand equity (BE) has been the subject of much recent discussion in the field of nonprofit branding and also has been the concept of brand co‐creation in the field of branding. This study combines these aspects and examines the BE co‐creation of a nonprofit entity, the Finnish Defence Forces military driving school. Empirical data were collected from industrial logistics service providers and military recruits. A theoretical BE model was further developed using structural equation modeling in an exploratory manner to reveal whether the BE model of the military driving school is similar from both viewpoints. Similar workable models were found, indicating strong BE co‐creation and thereby contributing to the field. To support the future co‐creation of BE of the military driving school, it is important to ensure that the recruits take positive experiences from the school and industrial logistics service providers carefully consider how they relay their experiences about the school to other truck drivers. The attitudes of recruits towards the military driving school are likely eventually to conform to those of civilian truck drivers. Finding workable models required omitting some BE dimensions and measures of earlier models. Moreover, using data from one country alone may be a limitation of the study. Therefore, nonprofit BE measures should be further developed and tested with data from further afield.

Copyright © 2012 John Wiley & Sons, Ltd.