Technology infusion in service encounters

Service encounters are critical in all industries, including those that have not been traditionally defined as service industries. The increasing deployment of technology is altering the essence of service encounters formerly anchored in a “low-tech, high-touch” paradigm. This article explores the changing nature of service, with an emphasis on how encounters can be improved through the effective use of technology. The authors examine the ability of technology to effectively (1) customize service offerings, (2) recover from service failure, and (3) spontaneously delight customers. The infusion of technology is examined as an enabler of both employees and customers in efforts to achieve these three goals. Although the infusion of technology can lead to negative outcomes and may not be embraced by all customers, the focus of this article is on the benefits of thoughtfully managed and effectively implemented technology applications. Past research and industry examples are featured and future research directions and managerial implications are highlighted. Mary Jo Bitner is the AT&T Professor of Services Marketing and Management and the research director of the Center for Services Marketing & Management at Arizona State University. Her research focuses on customer evaluations of service, selfservice technologies, and service delivery issues. She has published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, and theInternational Journal of Service Industry Management. She is coauthor of the textServices Marketing (McGraw-Hill, 2d ed., 2000). Stephen W. Brown holds the Edward M. Carson Chair of Services Marketing and Management, is Professor of Marketing, and director of the Center for Services Marketing & Management at Arizona State University. His research focuses on services marketing strategy, service delivery, customer loyalty, and service recovery. He has published in theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, and theJournal of Retailing. He is the coeditor of theAdvances in Services Marketing and Management series. Matthew L. Meuter is Assistant Professor of Marketing at Villanova University with a Ph.D. in marketing from Arizona State University. His research interests focus on the impact technology has on the marketing function, the changing nature of technologically based service encounters, customer satisfaction with self-service technologies, and customer adoption of technologically based service delivery innovations. His research has been published in the American Marketing Association's (AMA)Educators' Proceedings and has been presented at several national conferences.     

A dance of excellence,accessibility, money and national identity: A discourse analysis of the Royal New Zealand Ballet's website

This paper explores how the Royal New Zealand Ballet's (RNZB's) website is used to construct the organisation's identity. Recent changes to the New Zealand government's cultural policy regarding accessibility, accountability, and funding have seen arts organisations need to consider economic sustainability. We posit that the changing demands placed on elite arts organisations to accommodate both artistic and commercial values may create conflicting messages and tensions that impact on their identity. To explore these tensions, we applied Dryzek's discourse analysis to the RNZB's website. The study uncovered the key entities constructed on the website as the audience, sponsors, and dancers, then considered the power relationships between these entities as well as the explicit and implicit reasons the website had been constructed. The results of the study highlight that the RNZB has chosen to emphasise its normative identity as a creative arts organisation, which inevitably had to meet utilitarian needs of financial support in order to have longevity. By making money, access, excellence, and national identity a part of their overall identity, the RNZB have perhaps inadvertently created contradictions and ambiguity in their wider identity scheme. We conclude that the until the RNZB can run sustainably without government support, and the contradictions in their presented identity will most likely remain.     

Issues in measuring success in community-based Indigenous tourism: elites,kin groups,social capital,gender dynamics and income flows

Tourism development is a key feature of the neoliberal economic development model. Through a mix of state and private investment, Indigenous communities in Mexico are encouraged to transform local cultural and environmental resources into tourist consumption sites. The process results in a shift toward reliance on tourism, in place of farming, leaving households with few alternative earning strategies amidst fluctuating tourist arrivals and income, confounding the relationship between tourism and sustainability and questioning the utility of tourism as a sustainable tool for development. This article analyses a community-based Indigenous tourism project in a rural Maya village in Mexico's Yucatan, and discusses strategies employed at household level to navigate the arrival of tourism. Funding agencies assessed this project based on a triple bottom line metric that accounts for ecological health, financial sustainability, and its relationship to local social capital; however, these fail to account for differences between local and non-local conceptions of authenticity, indigeneity, and success. From a social perspective, the project has exacerbated existing tensions and has arguably widened the gap between the politically and economically powerful and less powerful, marginalized families in the community. Questions about policy, governance systems, and elite domination and kin group control are raised.     

Choose to Fight or Choose to Flee? A Network Embeddedness Perspective of Executive Ship Jumping in Declining Firms

Research summary: Executives in declining firms may engage in ship‐jumping behavior (i.e., voluntarily move to new employers before the failure occurs) to avoid the stigma of failure. However, it is unclear how executives decide whether or not to jump ship. Building on a network embeddedness perspective, we highlight how three network‐based indicators (i.e., executive social capital, the social capital of other peers in the declining firm, and the declining firm's alliance network) influence the executive‐level ship‐jumping decision by shaping its benefits and opportunity costs. Using data from executives at failing firms in China, we find support for our hypothesized relationships. Our research provides important insight into the network mechanisms driving the ship‐jumping decision. Managerial summary: Executives at failing firms have a choice: stay and attempt to rescue the firm from failure or exit and avoid the stigma of the failure (i.e., jump ship). Yet, little is known about what factors affect this choice. We propose that social capital plays an important role in the decision. Our evidence from specially treated (*ST) public firms in China finds that ship jumping is lowest at low and high values of social capital, and highest at moderate levels of social capital (an inverted U‐shaped relationship). In addition, higher levels of peer social capital (in the declining firm) as well as a well‐established firm‐level alliance network discourage the ship‐jumping choice. Copyright © 2017 John Wiley & Sons, Ltd.     

Economics at the FTC: Deceptive Claims,Market Definition,and Patent Assertion Entities

In 2015, the Federal Communications Commission (FCC) imposed common carriage regulation—so-called Title II requirements—on previously unregulated broadband Internet service providers. The regime shift was premised on the FCC’s findings that such rules had demonstrably yielded economic gains. This paper evaluates the FCC’s empirical arguments and finds them uncompelling. Adjustments for inflation or general economic trends eliminate the effects cited by the FCC. Moreover, contrary to the Commission’s assessment, mobile services and broadband markets have shown notable growth in response to deregulatory events that reduce Title II requirements.     

CEO political ideologies and pay egalitarianism within top management teams

Research summary : We examine the influence of CEO and compensation committee liberalism on top management teams (TMT ) pay arrangements. Given that politically liberal individuals tend to value egalitarianism, we test whether firms with liberal CEO s tend to (1) reduce pay dispersion among non‐CEO executives; and (2) reduce pay gaps between CEO and non‐CEO executives, and whether compensation committee liberalism moderates these relationships. We find some evidence of a direct effect of CEO liberalism on TMT pay arrangements as well as some interaction between CEO and compensation committee liberalism on the pay arrangements. This study provides a better understanding of the antecedents of TMT pay arrangements and empirical evidence showing the influence of values at the top of organization . Managerial summary : Do the values of the CEO and compensation committee influence the pay of other top managers? Our study provides evidence that political ideology affects top manager pay. We examine whether CEO liberalism produces more egalitarian pay arrangements among top managers, and whether the liberalism of the compensation committee affects that relationship. We find that CEO liberalism reduces differences in the total pay among top managers, but does not influence the difference between CEO total pay and the total pay of top managers. We also find that compensation committee liberalism strengthens the negative influence of CEO liberalism on differences in total pay among top managers. Finally, we find that CEO liberalism reduces the difference between CEO bonus pay and the bonus pay of other top managers . Copyright © 2016 John Wiley & Sons, Ltd.     

Is off-farm income reforming the farm? Evidence from Mexico

Does access to off-farm income complement or compete with agricultural production? This article explores the effect of off-farm income on agricultural production activities, using data from the 2003 Mexico National Rural Household Survey. We first discuss the theoretical conditions under which access to off-farm income may influence production in an agricultural household model. Instrumental-variable (IV) estimation methods are then used to test whether agricultural production activities, technologies, and input use differ between households with and without access to off-farm income. We find that off-farm income has a negative effect on agricultural output and the use of family labor on the farm, but a positive impact on the demand for purchased inputs. There is also a slight efficiency gain in households with access to off-farm income. Findings offer insights into how household production evolves as rural households increasingly engage in off-farm income activities.     

“He just didn’t seem to understand the banter”: Bullying or simply establishing social cohesion?

Within the professional kitchen bullying is reported as widespread, aggressive and related to a significant retention problem. This research explores negative behaviour in professional kitchens and its impact on organisational commitment. A mixed methods approach is used employing a survey among chefs followed by semi-structured interviews. An exploratory factor analysis examines the underlying constructs of bullying and job satisfaction and data are analysed through Partial Least Squares. Our research highlights that bullying behaviour is experienced most by younger, more junior chefs. However verbal bullying, the form most strongly reported, has no effect on either satisfaction or commitment. Emergent themes of communication and inclusion illustrate bullying behaviour to be a cohesive aspect of kitchen culture. Our findings suggest behavioural impacts, rather than bullying characteristics, must be considered within their context in order to establish whether or not they are actually damaging to an industry.     

A quantile regression approach for estimating panel data models using instrumental variables

We introduce a quantile regression approach to panel data models with endogenous variables and individual effects correlated with the independent variables. We find newly developed quantile regression methods can be easily adapted to estimate this class of models efficiently.