Investigating the immediate and long-term effects of job stressors on frontline service employees

Two studies investigate the immediate and long-term effects of job stressors on frontline service employees (FSEs). Using cognitive appraisal theory, we develop and test a conceptual model of two job stressors (crowding and emotional labor) that affect coping strategies and job outcomes. Study 1, which is a field experiment, investigates the immediate effects of crowding in a single firm. Study 2 extends the findings of Study 1 and investigates the long-term effects of emotional labor and crowding on FSEs across multiple firms. The results show that crowding has a negative impact on coping strategies and job-related outcomes. In addition, emotional labor can lead to long-term negative outcomes, such as emotional exhaustion and decreased job retention, for some FSEs. Consequently, service organizations should consider strategies or tactics that prevent high levels of customer crowding and help FSEs deal with emotional labor.     

Construction and validation of a scale to measure tourist motivation to consume local food

Although the importance of the role of local food in tourism has begun to form an academic debate in the last decade, little effort has been invested in understanding what tourist motivations influence consumption of local food and beverages in a tourist destination and to develop a measurement scale for those motivations. Thus, this study adopted the comprehensive procedures of measurement scale development recommended by prior studies. The scale development procedure yielded a five factor measurement scale with acceptable levels of reliability and validity. Five underlying motivational dimensions of local food consumption were labelled: cultural experience; interpersonal relation; excitement; sensory appeal; and health concern. The outcomes and applications of the developed scale are discussed both in terms of theoretical and managerial implications.     

The relationships between food-related personality traits,satisfaction, and loyalty among visitors attending food events and festivals

This study applies the concept of food-related personality traits to hospitality and tourism and identifies relationships between personality, satisfaction, and loyalty. An on-site survey was carried out with 335 visitors attending the Gwangju Kimchi (local food) Festival in South Korea between 15th and 19th of October, 2008. The relationships between 4 latent constructs (food neophobia, food involvement satisfaction, and loyalty) and 16 indicators were measured using structural equation modelling. The findings showed that food neophobia had a negative effect on satisfaction and loyalty, food involvement had a positive relationship with loyalty, and satisfaction and loyalty showed a significant positive relationship.     

What determines the composition of banks’ loan portfolios? Evidence from transition countries

This paper explores how bank characteristics and the institutional environment influence the composition of banks’ loan portfolios. We use a new and unique data set based on the EBRD Banking Environment and Performance Survey (BEPS), which was conducted for 220 banks in 20 transition countries. We show that bank ownership, bank size, and legal creditor protection are important determinants of the composition of banks’ loan portfolios. In particular, we find that foreign banks play an active role in mortgage lending. Moreover, banks that perceive pledge and mortgage laws to be of high quality choose to focus more on mortgage lending.     

CEO's empathy and salience of socioemotional wealth in family SMEs – The moderating role of external directors

A focus on preserving socioemotional wealth may influence entrepreneurial activities in family firms. In this paper, we identify the emotion of empathy in the family CEO as an antecedent of socioemotional wealth creation. We argue that the presence of one or more external directors can have a direct as well as moderating influence on the relationship between CEO's empathy and the salience of socioemotional wealth to the family CEO. Our empirical tests confirm these hypotheses. Several areas of future research are suggested to incorporate empathy and other emotions in family business studies.     

The intranet's role in newcomer socialization in the hotel industry in Taiwan – technology acceptance model analysis

This study examined a research model for explaining the relationships of intranet adoption and newcomers' organizational socialization in the hotel industry. Data were gathered for a structural equation model (SEM) analysis, from 298 individual participants, who had only worked in a hotel for 6 months to 1 year. The research results demonstrated the mediation role of the perceived usefulness (PU) and perceived ease of use of the intranet. The SEM results also revealed that usage of the intranet did increase the extent of an employee's socialization into the organization. Moreover, PU has direct and indirect effects on socialization. Tests on gender and age differences were conducted. The invariance analysis of the theory model showed that both males and females demonstrated the same patterns in performing technology acceptance factors and socialization, whereas different age groups demonstrated significantly different paths. The direct effect of PU was not significant for the newcomers aged over 35.     

Limits to strategic HRM: the case of the Mauritian civil service

Taking as its starting point the impressive evidence for the strategic human resource management (SHRM) model's effect on organizational performance, and for the relationship between public staff management and economic growth, the paper offers the civil service of Mauritius as a case study of SHRM's relevance to developing countries. It finds that SHRM is not practised in Mauritius, nor is it feasible in the near future, because it is not widely known, because there is no strategic management framework, because staff management is highly centralized and because political will to make radical changes in staff management is lacking. The case study does not support claims that SHRM and its associated practices have a universal validity, or that public staff management is a ‘magic bullet’ that delivers economic growth. Improvements to staff management in Mauritius, and possibly other developing countries, will require a creative and piecemeal adaptation of Anglophone ‘good practice’ that respects political, economic and social realities.     

Acquisitions of family owned firms: boon or bust?

Using a hand-collected dataset, we examine the acquisitions of 307 family owned targets for the period 1984–2000 to study the conflicting roles of entrenchment and alignment of interests in these firms. We find that bidders experience the strongest announcement market reaction at the medium levels of family ownership. However, bidder returns are negatively impacted when acquiring a public target family firm, even controlling for the percent owned by the family. We also find that overall firms that acquire family owned targets experience significant large negative returns in the long run. However, the long run results are also sensitive to the ownership structure of the family firm target with medium levels resulting in insignificant returns in the long run.     

Efficiency in Banking: Empirical Evidence from the Czech Republic

The paper examines the cost efficiency of the Czech-banking system in the 1990s by applying the distribution free approach model. Reported results indicate that foreign banks were on average more efficient than the other banks, although their efficiency was comparable with the ‘good’ small banks’ efficiency in early years of their operation. Based on the estimated results it is argued that early privatisation of state-owned commercial banks and more liberal policy towards foreign banks in the early stage of transition would have enhanced the efficiency in the banking system. Anita Taci - The views and opinions are those of the author and not necessarily those of the EBRD.     

The Impact of the London Bombings on the Well-Being of Adolescent Muslims*

We exploit the timing of the London bombings of July 2005, coinciding with a large-scale national survey of adolescents, to identify the impact of extremist Islamic terror attacks on the well-being of adolescent Muslims. Our analysis reveals interesting gender differences. We find evidence of a decline in the happiness of Muslim teenage girls after the bombings, which is also accompanied by a rise in expectations of facing discrimination in the labour market. These findings are robust to several falsification tests. However, we fail to uncover compelling evidence of any impact of the bombings on Muslim teenage boys.