Industrial Relations in Hotels and Catering: Neglect and Paradox?

Given that hotels and catering comprise an important part of the service sector representing the changing face of the economy, their neglect in industrial relations discourse about the 'new' industrial relations is no longer sustainable. Previously unpublished data from the Workplace Industrial Relations Survey 1990 (WIRS3) have provided the first opportunity for systematic analysis and evaluation of employment relationship issues in the industry and finds them to be different from those observed elsewhere in the economy. Consequently, hotels and catering can be said to manifest a predominance of 'unbridled individualism' associated with 'poor' industrial relations outcomes which, paradoxically, exist alongside an above average presence of personnel specialists.     

A psychometric assessment of the Lennox and Wolfe self-monitoring scale in the sales force

In today's turbulent business environment, salespeople and sales managers must constantly adapt to changes. Self-monitoring, i.e., the cognitive ability to adapt one's own behavior in response to the behavior of others, may be a meta-KSA (knowledge, skill, or ability) that influences adaptive selling behavior. To assist researchers and practitioners seeking to identify and improve the self-monitoring skills of salespeople, this study investigates Lennox and Wolfe's (1984) self-monitoring scale with a sample of salespeople and one with sales managers. Although a hypothesized relationship between self-monitoring and job performance was supported partially, our results highlight potential problems with the measure. Further investigations are needed to determine whether or not the problems lie with the scale or the concept of self-monitoring in a selling context.     

Formal Analysis of Segregation of Duties (SoD) in Accounting: A Computational Approach

This study examines a computational framework for segregation of duties (SoD) in the design as well as implementation of accounting systems. The framework consists of a model of workflows in accounting systems based on workflow graphs, a partial order model of roles performed by the actors in the accounting system, and a specification of SoD rules. We develop a set of algorithms for four SoD rules that can be used in the enforcement of SoD. For the SoD rule that precludes task type conflicts, our results show that while compliance verification can be carried out efficiently, finding an SoD compliant assignment of tasks is computationally intractable. For those situations, we present an integer linear programming (ILP) formulation for finding compliant assignments using public domain ILP solvers. For the remaining three SoD rules, we demonstrate efficient ways of testing compliance for a given assignment as well as finding compliant assignments.     

Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective

The purpose of this study was to establish the impact of customer service failure attributions on customer commitment and the influence of service failure severity on recovery satisfaction. Data were collected through structured questionnaires and the hypotheses were tested using Structural Equation Modelling (SEM). The study revealed that service failure severity and attribution dimensions of stability and controllability influence recovery satisfaction. No relationship was established between locus of causality and recovery satisfaction. It was revealed that recovery satisfaction influences customer commitment and knowledge of alternatives moderates the relationship between the two. Service providers are recommedend to avoid preventable service failures.     

Management accounting and control practices in a lean manufacturing environment

A lean strategy is rapidly becoming the dominant paradigm in manufacturing. Kennedy and Widener (2008) use a case study to develop a theoretical framework of management accounting and control practices for firms following a lean manufacturing strategy. We build on Kennedy and Widener (2008) by examining a structural equation model that provides evidence on the extent to which a lean manufacturing implementation is related to five management accounting and control practices. Using survey data from 244 US companies with an interest in lean manufacturing, we find a direct positive relation between the extent of a lean manufacturing implementation and a simplified strategic reporting system, value stream costing, visual performance measurement information, and employee empowerment. We find a direct negative relation with inventory tracking; however, we find it is conditional on the extent of top management support for change in production strategies such that firms decrease reliance on inventory tracking in the presence of strong management support. We also conclude that the management accounting and control practices work together as a package in a lean manufacturing environment as evidenced by the many direct associations among the five management accounting and control practices.     

Managing Global Virtual Teams Across Classrooms,Students and Faculty

Virtual teams are becoming commonplace in business today so our business school students should have experience in effectively working in virtual teams. Based on a month-long virtual team project conducted by the authors between classes in South Africa and the United States, this paper discusses the opportunities and challenges of using global virtual teams as part of a business school curriculum. The authors describe the use of a virtual team life cycle to assess the month long project to identify key elements to retain and to change for the next time the virtual project is implemented.     

How well do advertising images of health and beauty travel across cultures? A self‐concept perspective

This study is a cross‐cultural examination of the ideal self‐image of women in terms of health and beauty. The match‐up between two advertising beauty types (possible advertising presenters) and female consumers' ideal health and beauty images in terms of wanting to look like a specific model were tested with 750 female respondents from five European cities. The respondents also identified the ideal eye and hair colors for health and beauty. This quantitative study revealed cross‐cultural variation in ideal self‐image in terms of healthy and beautiful beauty types. International advertisers need to understand the important, contemporary, cultural characteristics of an ideal beauty type in terms of healthy or beautiful before developing standardized advertising communicating such appeals. © 2006 Wiley Periodicals, Inc.