Call centres and beyond: a thematic evaluation

This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised.     

Got milk? The rapid rise of China’s dairy sector and its future prospects

This paper synthesizes recent research and new empirical findings to build a more comprehensive understanding of developments in China’s dairy sector. China’s tremendous rise in dairy demand has been driven by several mutually reinforcing factors: including rapid income growth, promotion by the government and dairy industry, changes in urban lifestyles, and the development of new, more sophisticated marketing channels. Domestic milk output has grown to satisfy rising demand largely by increasing the dairy herd. Substantial increases in productivity have been achieved through technology adoption, but there is evidence that the torrid growth has created inefficiencies because adaptations to marketing rules, infrastructure, and institutions have not kept pace with the changing environment. These results suggest there is ample room for future growth in both domestic milk production and dairy demand, but multinational firms and imported products will likely play and increasing role as China’s dairy market continues to develop.     

Discrete choice surveys by telephone

In two consumer studies, discrete choice surveys were administered both by telephone and by traditional pencil and paper methods. Study participants responded to discrete choice surveys concerning pizza restaurants in the first study and fast food restaurants in the second. Neither aggregate level estimated utilities for the pizza restaurants, nor market shares for the fast food restaurants differed by method of administration. The results indicate that discrete choice surveys can be successfully administered by telephone. He received his Ph.D. in marketing from the University of Texas at Dallas. Dr. Perkins is interested in marketing research methodology and in the use of marketing research information in managerial decision making. Dr. Perkins has published articles in theJournal of Marketing Research andPsychometrika. He is a member of the American Marketing Association, the Marketing Research Association, and the TIMS College of Marketing. Jacqueline Roundy recently completed the M.S. degree in marketing from the Pennsylvania State University. In addition she holds an M.B.A. from the University of Utah. She is currently working in Europe.     

Permanent magnets: a technological analysis

Abstract
Technology analysis is a new technomanagerial discipline that provides common frameworks for analysing individual technologies and their relationships to each other. It is used here to probe the development of a particular technology, namely that of permanent magnets.
The paper traces the development of permanent magnets over the past decade and explores possible future improvements in performance parameters. The strength of magnets (i.e. energy product as expressed in kilo Joules per cubic metre) has increased from approximately 40 in the 1930s to approximately 400 at present.
Future developments will be constrained by a barrier which seems to exist at approximately 525 kilo Joules per cubic metre. However this is viewed as a barrier that can be transcended and not as an immutable limit. It therefore signifies a possible breakthrough zone.
S-curve theory leads analysts to speculate about a possible breakthrough during the five year period leading up to 1995. At that date magnetic strengths of 600+ kilo Joules per cubic metre could be aimed for.
Increased magnetic strength will improve the performance parameters of all technologies utilising magnets, unleash new magnetic based technologies and threaten many traditional areas in the fields of matter processing, transporting and storing, energy processing, and information processing and storing.
These effects will cascade through the entire technological landscape creating new markets and destroying others. The article gives an overview of these impacts on the technological landscape.     

Distinctive characteristics of entities with an internal audit department and the association of the quality of such departments with errors*

Abstract. This research identifies those characteristics that could potentially influence a choice to create an internal audit department and tests via discriminant analysis to evaluate whether such attributes significantly distinguish between companies with and without an internal audit department. In addition, qualitative characteristics of such departments are described, as is the association of such traits with errors and the overall control environment. A sample of 260 companies is examined. Companies with internal audit departments are observed to be significantly larger, more highly regulated, more competitive, more profitable, more liquid, more conservative in accounting policies, more competent in their management and accounting personnel, and subject to better management controls. Key discriminant variables are the degree of regulation, decentralization, size, the duration of association with present auditors, the existence of an audit committee, EDP control, and pressures by external parties on management to achieve budgetary goals. Qualitative attributes of internal audit are systematically associated with the overall quality of the control environment, as well as errors. The most important attribute appears to be the independence of internal audit in terms of the propriety of the reporting level. An advantage of internal auditing is that external auditors report a 10 percent reduction in the number of hours incurred and greater flexibility appears to exist in the proportion of work performed in off-peak periods. Résumé. Les auteurs dressent l'inventaire des caractéristiques susceptibles d'influer sur le choix de créer un service de vérification interne et soumettent ces attributs à des tests, par voie d'analyse discriminante, afin de déterminer s'ils permettent d'établir une distinction claire entre les entreprises ayant et n'ayant pas de service de vérification interne. De plus, ils décrivent les caractéristiques qualitatives de ces services, de même que l'association de ces carctéristiques aux erreurs et au contexte global du contrôle. Les auteurs procèdent à l'examen d'un échantillon de 260 entreprises. L'étude révèle que les entreprises possédant des services de vérification interne sont beaucoup plus souvent des entreprises de grande taille, faisant l'objet d'une réglementation plus rigoureuse, plus concurrentielles, plus rentables, ayant davantage de liquidités, plus prudentes dans leurs conventions compatables, possédant une équipe de gestion et un personnel comptable plus compétents et soumises à de meilleurs contrôles de gestion. Les principales variables discriminantes sont le degré de réglementation, la décentralisation, la taille, la durée de l'association avec les vérificateurs actuels, l'existence d'un comité de vérification, le contrôle dans un cadre informatique et les pressions exercées par les tiers sur la direction pour l'atteinte des objectifs budgétaires. Les attributs qualitatifs de la vérification interne sont systématiquement asociés à la qualité globale du cadre de contrôle, de même qu'aux erreurs. L'attribut le plus important semble être le degré d'autonomie du service de vérification interne, c'est-à-dire le caractère approprié de ses liens hiérarchiques. La vérification interne comporte un avantage: les vérificateurs externes font état d'une réduction de 10 pour cent dans le nombre d'heures consacrées à la vérification, et il semble exister une plus grande souplesse dans la proportion du travail de vérification effectué en dehors des périodes de pointe.     

Daylight saving effect

Kamstra et al. [Kamstra, M.J., Kramer, L.A., Levi, M.D., 2000. Losing sleep at the market: the daylight saving anomaly. The American Economic Review 90, 1005–1011] argue that the mean weekend return following the changes in daylight saving time is less than the mean weekend return throughout the rest of the year. Opposing studies, such as Pinegar [Pinegar, J.M., 2002. Losing sleep at the market: comment. The American Economic Review 92, 1251–1256), reason that the observed results depend upon methodology. We extend the ongoing discussions by providing further evidence for equity markets and bond markets in Germany and across Europe. We further demonstrate that the daylight saving effect does not serve as a potential rationale for the weekend effect.     

Network neutrality and the nature of competition between network operators

The neutral architecture of the Internet is being challenged by various parties, such as network operators providing the connections to end-users, who are interested in gaining control of the information exchanged over the Internet. What are the effects on competition and welfare of such practices? Currently, there exists very little economic theory on network neutrality. This paper provides a preliminary analysis of the type of economic modeling that can address network neutrality, as well as of the type of results that can be expected.     

Employers' Unfair Advantage in the United States of America: Symposium on the Human Rights Watch Report on the State of Worker's Freedom of Association in the United States, continued

Articles featured in the symposium:
Author's reply to Wheeler–Getman–Brody papers by Lance Compa, School of Industrial and Labor Relations
The Wagner Act Model: A Toxic System beyond Repair by Roy J. Adams De Groote, School of Business, McMaster University, Hamilton, Ontario
Choosing an Interpretation of the Right to Freedom of Association by Sheldon Leader, Department of Law and the Centre for Human Rights, University of Essex