Beyond bureaucracy? Work organization in call centres

Call centres are a rapidly growing, IT-based channel for service and sales delivery, particularly in the financial services and telecom industries. Although little research has been undertaken on the human resource aspects of call centres, two contrasting images are emerging. The first emphasizes the bureaucratic, constraining nature of these work settings, while the second image points towards worker empowerment characteristic of knowledge-intensive settings. Which of these two images more faithfully portrays the nature of work organization in call centres is the subject of our paper. Drawing on qualitative research undertaken in six call centres and a survey of front-line workers, we show that elements of both models coexist and that a hybrid model predominates. The theoretical basis for this contention, and its institutionalization as mass customized bureaucracy, lies in management's on-going attempts to reconcile two conflicting principles: standardization of processes and customization of products. The paper also explores, as key consequences of mass customized bureaucracy, front-line workers' satisfaction with various facets of their job and their overall job satisfaction, in addition to discretionary work effort. Only in relation to job security and co-worker relations could front-line workers be considered satisfied. Overall, these employees were ambivalent in their responses. They were however more likely to give more discretionary work effort than indicated by their extent of satisfaction. We conclude that, although the existing pattern of work organization may be superior to more bureaucratic forms, it is by no means ideal from the standpoint of either front-line workers or management.     

The Usefulness of Derivative-related Accounting Disclosures

The Financial Accounting Standards Board attempts to improve reporting and disclosure of derivative transactions through SFAS Nos. 105, 107, and 119. These statements require recognition of gains or losses on trading purpose derivatives, and disclosure of notional principal amounts, credit exposures, and fair values of trading and nontrading derivatives. Using a multiple regression model, this study investigates the relevance of these disclosures to stock returns for a sample of large banks. All derivatives-related disclosures, except for notional principal amounts, are found to contain new information not incorporated in market beta and earnings. These results support the Board's derivative disclosure requirements.     

Tourism development and value change

Social changes induced by tourism development are examined from the standpoint of modernization and capitalist development in Vent and Obergurgl, two small Alpine communities in Western Austria. The level of development of these two villages regarding structure and values is determined empirically and the existence of a relationship between these two levels established: traditional precapitalist structures and values dominate in Vent, while modern capitalist structures and values prevail in Obergurgl. Analysis of the conditions and processes of change showed tourism to be acceptable to traditional precapitalist structures as well as to modern capitalist structures and values. However, once tourism evolves to a “mono-culture”, it transcends the traditional precapitalist framework.     

A Comparative Analysis of Inductive-Learning Algorithms

Recently there has been an increasing interest in applying inductive learning algorithms to generate rules/patterns from a given example set. While such approaches serve as an efficient way of resolving the knowledge-acquisition bottleneck, their predictive accuracy, which is the popular measure of performance, varies widely. This paper contrasts major inductive-learning algorithms and examines their performance with two performance measures: the predictive accuracy and the representation language. Experiments involved three inductive-learning algorithms and five different managerial tasks in construction project assessment and bankruptcy-prediction domains. The test results indicate that the model performance is dependent on tasks with an exception of the neural network model and that there is a an effect of group proportion in the example set used to construct the model. The neural network approach presents relatively stable predictive power across different task domains, although it is difficult to interpret its representation.     

Market structure and casino taxation in tourist resorts

This article examines the association of tax effects with market structure for casino gaming. We show that if market structure is uncompetitive, much of casino taxation falls on tourists whose demand is inelastic relative to supply. The tax is likely to be efficient under strong external demand if imposed on oligopoly casinos with a monopoly location in a cross-border market. The likelihood of economically ‘good’ taxation is greater under oligopoly than under competition but lower than under monopoly. Casino taxes should be lowered in a more competitive market with weaker external demand. Our prediction is consistent with the evidence found from casino tourism development in Macao with ‘high’ gambling taxes.     

Anti-shopping tourism: a new concept in the field of consumption

In this article, based on qualitative research in Hungary, we propose a new phrase for the field of tourist consumption. Our notion ‘anti-shopping tourism’ refers to the resistant attitude towards consumption and spending money during shopping-related tours. The research discussed in the paper analyses participants’ motivations, attitudes and behaviour on one-day coach trips that include various programmes, for example, sightseeing, lunch, spa visits and even a range of gifts, for a very low price, in exchange for participation in a professional sales show during the trip. Our main goal is to explain and, from an economic and anthropological point of view, conceptualise this form of tourist attitude, and to show how this unique way of travel may be situated in a certain historical setting in Hungary, more than two decades after the collapse of the socialist regime. In order to understand how the participating individuals negotiated this unique form of travel that exists in a grey zone of the institutionalised travel industry, notions such as debt, sacrifice, resistance, gift, seduction and informal contract are discussed and connected to the phenomenon.     

两巨人的媒体PC之争

在PC机将成为新兴的家庭娱乐网络的中心这一话题谈论了多年之后,英特尔和AMD今年开始认真对待这一市场,双双发布了数字媒体PC平台。英特尔的Viiv平台和AMD的Live平台有很多共同之处。二者都采用双核处理器、高端音频和视频芯片以及复杂的网络和存储技术,同时二者也都选择微软的Windows Media Cen- ter作为操作系统。     

Influences of Culture on Transfer Price Negotiation

Luft and Libby (1997) posit that American transfer price negotiators tend to settle on prices that result in smaller differences in profit between divisions than the external market price will dictate. They attribute the results to a fairness effect. While fairness is present in all cultures, what is considered “fair” differs between cultures (Bian & Keller, 1999; Bolton et al., 2009; Gao, 2009; Surowiecki, 2009). This study ascertains whether cultural affiliation of the negotiator impacts this fairness effect. American and Chinese subjects participated in within-culture and cross-cultural negotiations in an experiment modeled after Luft and Libby (1997). Our results confirm Luft and Libby's (1997) fairness effect when American participants negotiate with each other, but illustrate a contrary effect when Chinese participants negotiate with each other. The negotiator's cultural affiliation is found to determine profit distribution in cross-cultural negotiations. These findings are consistent with longstanding theories of cultural traits (Hofstede, 1980) that are relevant to transfer price negotiation activities. Our results imply that the fairness effect in transfer price negotiation may need to be refined to account for the impact of culture.