Customer experience management: toward implementing an evolving marketing concept

Although research continues to debate the future of the marketing concept, practitioners have taken the lead, appraising customer experience management (CEM) as one of the most promising marketing approaches in consumer industries. In research, however, the notion of CEM is not well understood, is fragmented across a variety of contexts, and is insufficiently demarcated from other marketing management concepts. By integrating field-based insights of 52 managers engaging in CEM with supplementary literature, this study provides an empirically and theoretically solid conceptualization. Specifically, it introduces CEM as a higher-order resource of cultural mindsets toward customer experiences (CEs), strategic directions for designing CEs, and firm capabilities for continually renewing CEs, with the goals of achieving and sustaining long-term customer loyalty. We disclose a typology of four distinct CEM patterns, with firm size and exchange continuity delineating the pertinent contingency factors of this generalized understanding. Finally, we discuss the findings in relation to recent theoretical research, proposing that CEM can comprehensively systemize and serve the implementation of an evolving marketing concept.     

Generational differences: An examination of work values and generational gaps in the hospitality workforce

The purpose of this study is to identify generational differences and similarities among hospitality employees and managers in order to develop leadership strategies and management styles that can be utilized to increase employee morale and productivity while enhancing recruitment and retention rates of highly qualified workers. Data for this study were collected through a series of in-depth focus group discussions. Findings indicated significant generational differences in world views, attitudes toward authority and perspectives on work. Findings suggested the Baby Boomers respect authority and hierarchy, while the Generation X-ers (Gen X-ers) rebel against authority. Findings also suggested while Baby Boomers live to work, Gen X-ers work to live. The Baby Boomers are willing to wait their turn for promotions and rewards, and are very loyal. On the other hand, Gen X-ers expect immediate recognition through title, praise, promotion, and pay. They also want a life outside of work—they are not likely to sacrifice theirs for the company. The Millennial Generation believes in collective action, with optimism of the future, and trust in centralized authority. They like teamwork, showing a strong will to get things done with a great spirit.     

Talent — Innate or acquired? Theoretical considerations and their implications for talent management

In order to contribute to the theoretical understanding of talent management, this paper aims to shed light on the meaning of the term ‘talent’ by answering the following question: Is talent predominantly an innate construct, is it mostly acquired, or does it result from the interaction between (specific levels of) nature and nurture components? Literature stemming from different disciplines has been reviewed to summarize the main arguments in support of each of the three perspectives. Subsequently, these arguments are mapped on a continuum ranging from completely innate to completely acquired. We argue that an organization's position on this continuum entails important implications for its design of talent management practices, which we discuss extensively. By providing guidelines on how an organization's talent management system can be shaped in accordance with their respective talent definition, this paper is particularly useful to HR practitioners.     

Insights into Franchising: A Review of Empirical and Theoretical Perspectives

Business format franchising has expanded rapidly, over the past 40 years as an alternative method of distribution and business development. This literature review analyses the major issues which have been the subject of in-depth research and/or significant debate. These include: the determinants of franchising in theory and practice; why franchisors normally operate both franchised and company-owned outlets, and the factors which influence the balance between them; the role and position of franchisees within the franchisor/franchisee relationship and, finally, the continuing debate surrounding the kind of regulatory framework in which it should operate. These findings are evaluated and aspects of franchising which warrant further investigation are outlined.     

Mind the gap��German motherhood risks in figures and game theory issues

After childbirth, while parents are delighted at public cash transfers like the German ‘Elterngeld’ (parental leave benefit), the decline in mothers’ earnings capacity is an awkward issue that tends to hover in the background. This paper aims firstly to make a contribution to quantifying West German mothers’ foregone gross earnings that stem from intermittent labor market participation, due to the birth of their first child. Secondly, it discusses behavioral outcomes of the resulting implicit child costs in a dynamic bargaining model of household decisions. The regression results of a Mincer-type wage equation, with German Socio-Economic Panel Data (West) for the period 1984–2005 and correcting for sample selection (Two-step Heckman), indicate considerable wage penalties due to birth-related employment withdrawal. On the closure of the fecund window, mothers suffer gross hourly wage cuts of up to 25%, compared to their equally educated, non-stop full-time employed counterparts, and the total of annualized losses amounts to as much as 201,000 Euros. Although foregone earnings do not matter as much in stable partnerships, they turn out to be a veritable asymmetric specialization risk that can prevent women from having children, if divorce seems sufficiently probable.     

What happened with the grandiose plans? Strategic plans and network realities in B2B interaction

Research concerned with business relationships and organizational levels, respectively, has addressed companies' difficulties in realizing their strategies. Studies of business relationships explain this through actions and reactions among business partners. Organizational studies note gaps between strategic and operational organizational levels in perceptions and goals. This paper combines these perspectives to obtain new insights into why company strategies may not materialize. The purpose of this paper is to describe and discuss how actor bonds on various organizational levels in business relationships affect strategy realization. The paper shows that actors on similar organizational levels representing different companies may actually share more understandings and activities than actors within the same company. The paper contributes to research on dyadic business relationships by highlighting differences in perspectives on various organizational levels, adds insights into research studying organizations by including a business-relationship aspect, and increases understanding of why strategic plans sometimes fail to succeed.     

How Do Firms Choose Between Intermediary and Supplier Finance?

This paper examines firms’ short‐term financing choices between intermediated loans and trade credit. I test two sets of empirical hypotheses: 1) hypotheses concerning the cross‐sectional differences in the level of intermediary finance for firms that use different levels of trade credit and 2) hypotheses concerning the dynamics of trade credit growth. I find strong evidence that for firms with high agency costs, the use of trade credit facilitates access to conventional bank loans. The evidence is consistent with theories based on the signaling role of trade credit provision and suppliers’ liquidation advantage.     

Trust as a mediator of the relationship between leader/member behavior and leader-member-exchange quality

We examined how and why trust between a subordinate and supervisor develops over time from the separate perspectives and experiences of both dyad partners. Integrating the literatures on trust, leader-member-exchange (LMX) and promotion regulatory focus (PRF), we test our model using longitudinal data from a Malaysian subsidiary of a U.S. headquartered corporation. Subordinate's trust in supervisor mediated between supervisor's PRF and subordinate's experience of LMX quality; supervisor's trust in subordinate mediated between subordinate's job performance and leader's experience of LMX quality. Findings are interpreted within the high power-distance, high collectivist, and high performance orientation of Malaysian culture.     

Tariff rate quotas and the economic impact of agricultural trade liberalization in the world trade organization

Since their implementation at the Uruguay Round, tariff rate quotas (TRQs) have become a widely used instrument of trade policy in agricultural trade. With almost 1,300 TRQs scheduled at the World Trade Organization, this paper will examine their economic effects more closely. First, the theoretical background of TRQs is examined. Then, a short overview of the Uruguay Round and their institutional background is given. We demonstrate that official statistics, which do not count TRQs as nontariff barriers, are at least highly misleading. Very often, their effects are the same as those of regular quotas, including redistributive effects. The prominent example of the European banana regime is used to illustrate all of these points.A first draft of this paper was presented at the International Atlantic Economic Conference, March 14–21, 2000, Munich, Germany. The results are part of the research project "The Influence of the Institutional Design on the Actual Impacts of Agricultural Trade Liberalization after GATT." Financial support by Volkswagen Stiftung is gratefully acknowledged.