Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline.

     

Inferential Causal Models: Integrating Quality & Quantity

In-depth data analysis plus statistical modeling can produce inferentialcausal models. Their creation thus combines aspects of analysis by close inspection,that is, reason analysis and cross-tabular analysis, with statistical analysis procedures,especially those that are special cases of the generalized linear model (McCullaghand Nelder, 1989; Agresti, 1996; Lindsey, 1997). This paper explores some of the roots of this combined method and suggests some new directions. An exercise clarifies some limitations of classic reason analysis by showing how the cross tabulation of variables with controls for test factors may produce better inferences. Then, given the cross tabulation of several variables, by explicating Coleman effect parameters, logistic regressions, and Poisson log-linear models, it shows how generalized linear models provide appropriate measures of effects and tests of statistical significance. Finally, to address a weakness of reason analysis, a case-control design is proposed and an example is developed.     

Rational plunging and the option value of sequential investment: The case of petroleum exploration

The potential to invest sequentially in related assets creates a tradeoff between diversification and concentration. Loading a portfolio with correlated assets has the potential to inflate variance, but also creates information spillovers and real options that may augment total return and mitigate variance. We examine this tradeoff in the context of petroleum exploration. Using a simple model of geological dependence, we show that the value of learning options creates incentives for investors to plunge into dependence; i.e., to assemble portfolios of highly correlated exploration prospects. Risk-neutral and risk-averse investors are distinguished not by the plunging phenomenon, but by the threshold level of dependence that triggers such behavior. Aversion to risk does not imply aversion to dependence. Indeed the potential to plunge should be larger for risk-averse investors than for risk-neutral investors. We test the empirical validity of our theory by examining bidding activity in petroleum lease sales. We find significant plunging behavior across a broad sample of oil companies. We also find that privately-held firms pursue even more concentrated (less diversified) prospect portfolios than publicly-held firms—which we attribute to risk aversion rather than size.     

Risk Perception and Buying Behavior: An Examination of Some Relationships in the Context of Cruise Tourism in Jamaica

Cruise tourism continues to grow substantially, even as many other forms of travel stagnate. In this era of increasing worldwide violence against tourists, safety, security, and risk abatement are becoming principal components in travelers' decision-making processes. This work examines the issue of perceived risk and safety and what impact these perceptions have on shopping behavior. The research takes place in Jamaica, a country with a reputation for aggressive vendors. Findings indicate that those visitors who traveled with others spent more time shopping and purchased more. Additionally, it was found that first time visitors express higher levels of discomfort with their surroundings than did repeat visitors, thus inhibiting purchase behavior. Finally, it was found that levels of perceived risk and security did have an impact on a traveler's intention to return to Jamaica.     

Visitor centre staffing: Involving volunteers

Volunteer involvement in visitor centres has received little attention by tourism researchers despite the critical role staff play in welcoming tourists to a destination and promoting tourism activities. The community function of visitor centres - of which volunteering is part - has also been underplayed in previous research. Using data from a survey and interviews with visitor centre managers in Australia, this paper investigates the rationales for staffing visitor centres with volunteers and/or paid employees and, related to motivations for volunteering, the factors influencing the attractiveness of visitor centre volunteer programmes. The dominant rationales for involving volunteers are need, community involvement, visitor experience, and the personal qualities and motivations of volunteers. Visitor centre volunteering is attractive because of location and local pride, interactions with tourists and social relationships with other volunteers, and the reputation of the visitor centre and its volunteer programme.     

Demokratische Internet-Öffentlichkeit? Ein Vergleich der öffentlichen Kommunikation im Internet und in den Printmedien am Beispiel der Humangenomforschung

The importance of the internet has increased significantly in recent years. The easy access of this »new« medium sparked many hopes for a democratization of the public sphere and of public debate: Many authors argued that the internet will make actors and interpretations of topics visible to those parts of the broader public who are usually marginalized in »old« mass media. In an empirical analysis, we compared print media coverage and internet communication to assess these claims. For the case of human genome research — i.e. a bioscientific topic that reseived extensive media attention in Germany —, we analyzed which actors were given public standing and which frames came to the fore. In contrast to the claims mentioned above, our findings indicate that the debate in the internet does not differ to a significant extent from the offline debate in print media. We could not find a more egalitarian, democratic communication in the internet.     

An Illuminating Exchange The Construction of Social Reality

A BSTRACT . In his The Construction of Social Reality , Searle presents an account of rights, responsibilities, obligations, duties, and similar entities in terms of the formula X counts as Y in context C , where " X " refers in the simplest case to some physical object or event and " Y " to the result of imposing upon X some deontic power or function. Smith attempts to show the limitations of this formula, focusing especially on the examples of contested property rights (where C is not uniquely defined), and of money in bank accounts and other phenomena (where no physical X -term is available). Searle responds to these criticisms, above all by pointing to the fact that some of the problems Smith raises are to be addressed not by an ontological analysis of social reality but rather through legal or political means.     

Valuing GM technologies using real options: the case of drought tolerant wheat in Australia

ABSTRACT

In this article we seek to estimate the value of a partially-developed crop technology from the perspective of the firm developing the technology. Firms need this value estimation to decide whether their technology will earn a sufficient return in the market to justify investing in it. However, determining the (ex-ante) value of the technology before it is commercialised is challenging as the technology is not yet in the market and hence the demand function has not yet been defined. An alternative valuation method is required. We use risk premiums, Monte Carlo simulation and real options analysis and we demonstrate this combination of valuation tools on wheat that is currently being developed in Australia to be drought tolerant. The results indicate that this drought tolerant wheat variety is likely to be adopted by farmers in most regions and has a pre-commercialisation value that justifies continued investment in its development. We also identified South Australia as a region in which the new variety would not be sufficiently valuable to farmers to see them adopt it and we consider possible explanations for this outcome.     

Time series copulas for heteroskedastic data

We propose parametric copulas that capture serial dependence in stationary heteroskedastic time series. We suggest copulas for first‐order Markov series, and then extend them to higher orders and multivariate series. We derive the copula of a volatility proxy, based on which we propose new measures of volatility dependence, including co‐movement and spillover in multivariate series. In general, these depend upon the marginal distributions of the series. Using exchange rate returns, we show that the resulting copula models can capture their marginal distributions more accurately than univariate and multivariate generalized autoregressive conditional heteroskedasticity models, and produce more accurate value‐at‐risk forecasts.     

Streets, Malls, and Supermarkets

We develop a model of competition between shopping centers, comparing competitive outcomes in three alternative modes of retail organization, namely: streets (in which neither developers or retailers internalize agglomeration effects between products); malls (in which developers internalize); and supermarkets (in which both developers and retailers internalize). For a fixed number of centers: (i) converting streets to malls intensifies developer (but not retailer) competition, which increases product range (i.e., the number of shops built by the developers) and consumer surplus, reduces profits, and has ambiguous effects on welfare; (ii) converting streets to supermarkets intensifies retailer and developer competition, has ambiguous effects on product range (number of shops), reduces profits, and increases social welfare. With free entry both conversions reduce the number of centers and, if there is excess entry, conversion to supermarkets (but not malls) unambiguously increases welfare.