The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

Literature on empowerment as an internal marketing practice primarily documents positive effects on employees’ job performance, though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents) (i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant motivational mechanisms have conflicting effects on employees’ service performance. The former exerts a significant negative impact on tasks that involve conflicting principal-agent interests (e.g., handling customer complaints) but not on tasks with aligned principal-agent interests (e.g., organizational citizenship behaviors). Two control systems, performance appraisal (accurate and infrequent feedback) and principal-agent service goal congruence, mitigate the dysfunctional effect of perceived workload on employees’ service performance.     

Gender Wage Differentials and Occupational Segregation in Hong Kong, 1981–1996

This paper analyses gender wage differentials and the role of occupational segregation in Hong Kong. It is found that the female–male earnings ratio increased substantially from 0.710 in 1981 to 0.839 in 1996. A decomposition which takes into account occupational differences shows that the gender pay gap is mostly within occupations and most of the intra‐occupation wage gap is unexplained. The gender pay differential due to occupational differences is small; in fact, the overall occupational segregation favours females in Hong Kong.     

Five Seconds to the Ad: How Program-Induced Mood Affects Ad Countdown Effects

The study examines how program-induced mood and a five-second countdown warning affect reception of midroll video commercials. Building on mood regulation theory, findings from three studies suggest that program-induced moods and five-second countdowns systematically influence advertising effectiveness. When the main program is tragic (comedic) and when a countdown precedes (does not precede) the midroll ad, viewers have more positive attitudes toward the ad and purchase intentions. The findings are replicated in realistic (Study 1) and controlled (Studies 2A and 2B) settings.     

Young adults' perceptions of product placement in films: An exploratory comparison between the United Kingdom and Hong Kong

Even though young adults are a major audience of films and the main target group for product placement, very few studies explore how youngsters across cultures perceive and interpret this marketing communication tool. This study explores this issue through thirty-two in-depth interviews conducted in the United Kingdom and Hong Kong. The comparative analysis focused on four aspects: (1) young consumers' movie consumption habits and their exposure to product placement; (2) their general views towards product placement and advertising; (3) their perception of different execution styles of product placement and its impact and (4) the regulatory and ethical concerns of product placement. Results indicate that the young generation actively engages in interpreting brand integration in films and they were generally positive about it. Although interpretations of product placement are reported on an individual basis, this study suggests that culture may also affect how individuals perceive product placement. This exploratory study raises important issues about cultural differences in the perception of brands placed in films and provides insights for further research in the area of product placement.     

The Corporate Social Responsibility of Pharmaceutical Product Recalls: An Empirical Examination of U.S. and U.K. Markets

The pressure on companies to practice corporate social responsibility (CSR) has gained momentum in recent times as a means of sustaining competitive advantage in business. The pharmaceutical industry has been acutely affected by this trend. While pharmaceutical product recalls have become rampant and increased dramatically in recent years, no comprehensive study has been conducted to study the effects of announcements of recalls on the shareholder returns of pharmaceutical companies. As product recalls could significantly damage a company’s reputation, profitability and brand integrity, this paper investigates the effect on shareholder wealth and the extent to which the adoption of CSR practices by pharmaceutical companies in the United Kingdom (U.K.) and the United States (U.S.), the two largest markets for pharmaceutical products in the world, affected market reactions surrounding product recall announcements. The analysis of product recall announcements from 1998 to 2004 compiled from The Pharmaceutical Journal and U.S. Food and Drug Administration enforcement reports revealed marked differences in the way market participants in the two countries responded to news of product recalls. U.S. investors penalised firms according to the severity of product defects while U.K. investors were indifferent. While U.K. investors rewarded product recalls by firms which were not usually CSR-active, U.S. investors punished non-CSR active firms that performed recalls. These observations could pose strategic challenges to pharmaceutical firms operating in both countries. Jeremy Cheah is an Assistant Professor of Finance at Nottingham University Business School, Malaysia Campus. His research interests lie in the area of applied corporate finance and investment management. Wen Li Chan was an Advocate and Solicitor in Kuala Lumpur, Malaysia before assuming the post of University Teacher in Information Systems and Strategy at Nottingham University Business School, Malaysia Campus. She is currently investigating the roles and implications of information on firm valuation, particularly in the area of corporate cyber-litigation and corporate social responsibility. Corinne Chieng is a Corporate Executive at Star Publications (M) Berhad, Malaysia. She has previously worked as a tax consultant at Arthur Andersen Malaysia. Her research interests include the financial implications of corporate social responsibility on the valuation of firms.     

Examining the effects of robotic service on brand experience: the moderating role of hotel segment

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.     

A framework of environmental mitigation for the convention and exhibition centers in the China greater Bay area

The numerous participants in convention and exhibition (C&E) events and the consequently huge consumption of direct and indirect resources have increased the environmental pressure on C&E centers to implement environmentally friendly practices and procedures. This paper explores the innovative methods adopted by green-certified C&E centers and synthesizes a reference framework of environmental mitigation practices for the C&E sector in the Greater Bay Area, which was recently designated as a major regional development area in China. Eleven green-certified C&E centers were selected to establish a comprehensive and indicative framework containing 59 actual environmental practices in three major categories. Suggestions made by 12 experts for modifying the fit of the constructed framework to suit the local geographical and climatic situations of C&E centers in the China Greater Bay Area were examined.     

Coevolution of home country support and internationalization of emerging market firms

This study explores the role of diverse home country support for the internationalization of emerging market firms through a coevolutionary approach. A coevolutionary approach can improve our understanding of the complexities of comprehensive institutional transition in emerging market economies which allows firms to adapt and leverage institutional support for internationalization. Based on institutional theory and the strategic choice perspective, we present a coevolutionary model of mutualism and competition among businesses, government officials and industry players through multidirectional interactions. Our research offers an alternative and nuanced explanation of selective and relevant home country support, the role of independence of firms, support criteria and reinforcement of governance for internationalization of emerging market firms. This study contributes to the literature of home country support for internationalization through an enrichment of the institutional framework and strategic choice with a political perspective.     

Productivity and impact in advertising research since the millennium: a profiling and investigation of drivers of impact

What does it take to become a top advertising scholar in productivity? What drives impact in advertising research? This article sets out to answer these two questions by assessing the productivity and impact among scholars and their work in advertising since the millennium. As a two-part study, we begin by benchmarking and profiling the top 1% scholars in the field based on their research publications in the three top advertising journals (Journal of Advertising, Journal of Advertising Research, and International Journal of Advertising). Next, we employ a three-perspective conceptual model to identify the salient drivers of impact in advertising research. By content analyzing 1443 articles in the three journals published between 2000 and 2014, we show that certain universalistic and particularistic factors (to a lesser extent) significantly predict paper citations. Our findings reveal how advertising academia is advancing and showing signs of internationalization in the new millennium, which provides implications for the field's advancement and scholarship.