Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors

Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands.     

Do fiscal rules cause better fiscal balances? A new instrumental variable strategy

This paper estimates the causal effect of fiscal rules on fiscal balances in a panel of 142 countries over the period 1985–2015. Our instrumental variable strategy exploits the geographical diffusion of fiscal rules across countries. The intuition is that reforms in neighboring countries may affect the adoption of domestic reforms through peer pressure and imitational effects. We find that the mere existence of fiscal rules correlates with lower deficits, but the positive link disappears when endogeneity is correctly addressed. However, when considering the strength of rules through a continuous index of fiscal rules’ design, we show that well-designed rules have a statistically significant impact on fiscal balances. We conduct several robustness tests and show that our results are generally robust and not affected by weak instrument problems.     

Security regulations,access to capital markets,and firm performance: Evidence from China

This study explores the cost of security regulations in China, where firms are required to meet a certain profitability benchmark before applying for permission to raise more equity via secondary equity offerings (SEOs). Using a difference-in-differences setting, we show that firms affected by the regulation (i.e., firms with high external financing demands (EFD) but profitability lower than the regulatory requirement) significantly underperform their counterparts, while unaffected firms do not. The affected firms’ performance decline increases (decreases) when the requirement of profitability is more (less) restricted. Consistently, the three-day cumulative abnormal return (CAR) of firms with high EFD is significantly negative (positive) when the regulation is tightened (loosened). Our study provides evidence on how the cost of regulation affects companies that have growth opportunities.     

Valuing Initial Public Offerings Using Article 11 Pro Forma Financial Information in the Prospectus*

We investigate whether Article 11 pro forma financial information assists investors in valuing IPOs. While the SEC expects it to be helpful in assisting investment decisions, Article 11 pro forma financial information is based on registrants' understanding and assumptions, and registrants can exercise their own judgment when preparing pro forma financial statements. It is therefore an empirical question whether the information contained in pro forma financial statements is useful to investors. We examine the association between pro forma adjustments of earnings and book value of equity and the IPO offer value and find asymmetric results. While positive pro forma adjustments of earnings and book value of equity are positively associated with the IPO offer value, negative pro forma adjustments of earnings and book value of equity are negatively associated with the IPO offer value, suggesting that negative pro forma adjustments are priced as growth opportunities. Additional analyses reveal that the association between pro forma adjustments of book value of equity and the IPO offer value varies across different time periods and industries and that pro forma adjustments of book value of equity are initially mispriced by investors. In contrast, we do not find similar results for pro forma adjustments of earnings. Further empirical tests show that the asymmetric results of mispricing of pro forma adjustments of earnings and book value of equity may be explained by the requirements of Article 11 of Regulation S‐X for pro forma adjustments dictating that adjustments to earnings reflect only recurring items while adjustments to book value reflect both recurring and nonrecurring items.     

Study of emerging air taxi network operation using discrete-event systems simulation approach

This research focuses on understanding the air taxi operations to determine the number of air taxis required to fulfill the demand for urban air mobility in New York City (NYC). We leverage the Define, Measure, Analyze, Design, and Verify (DMADV) framework and integrate it with the systems simulation approach. Upon investigation, we find that all the parameters linearly impact the vehicle utilization, while other measures are robust, specifically with respect to the seating capacity. It is also recommended to operate initially with 70 air taxis in NYC to achieve a trade-off between customer wait time and vehicle utilization. The proposed approach can act as a recommender system for air taxi companies.     

环境信息披露对上市公司企业价值的影响——“组织可见度”是否起到中介作用

我国现行企业环境信息披露政策下,企业对于信息披露的方式、时间等有很大的自由裁量权力。因此,企业这一社会责任的自觉履行需要企业价值最大化等动机支撑,但其作用机理是否有效,投资者的关注度及解读尤为重要,亦即“组织可见度”在环境信息披露对企业价值的影响中扮演重要角色。本文以我国化工行业上市公司2013-2017年样本,实证检验环境信息披露对企业价值的影响,并依次从分析师关注水平和媒体关注水平两个角度衡量组织可见度,检验其是否具有中介效应,并分析所有权性质差异下的不同结果。结果表明:环境信息披露能提升企业价值,组织可见度在环境信息披露对企业价值的影响过程中发挥了部分中介效应。进一步研究发现,当使用分析师关注水平衡量组织可见度时,该中介作用只体现在国有企业中;当使用媒体关注度衡量组织可见度时候,该中介作用在两种类型的企业中均只得到了部分体现。企业环境信息披露政策本意是通过其影响企业的市值表现促进企业更好地履行其环境社会责任,本文通过揭示其中组织可见度的中介作用,有助于启示企业对其市值管理、有关管理部门对企业履行环境社会责任引导时的操作思路。     

治理机制对顾客参与价值共创行为的影响——虚拟品牌社区的实证研究

虚拟品牌社区是企业与顾客进行价值共创的重要平台,顾客参与价值共创行为对企业长远发展具有十分重要的作用。现有研究多是基于不同的理论从顾客视角出发探索顾客参与价值共创行为受到的心理动机和个人特征等因素的影响,鲜有从企业视角出发,探索治理机制对虚拟品牌社区中顾客参与价值共创行为的影响。本文立足交易成本理论与社会交换理论,从企业视角切入,引入关系质量作为中介变量,构建虚拟品牌社区治理机制、关系质量与顾客参与价值共创行为的关系整合模型。采用问卷调查法对模型进行验证,研究结果显示:(1)契约治理机制只对知识贡献行为产生显著正向影响,对顾客公民行为的影响不显著,而关系治理机制对知识贡献行为与顾客公民行为均具有显著正向影响。(2)关系质量在契约治理机制与顾客公民行为的关系中起完全中介作用,在契约治理机制与知识贡献行为、关系治理机制与知识贡献行为以及关系治理机制与顾客公民行为的关系中起部分中介作用。由研究结论可知,虚拟品牌社区一方面应综合运用契约治理机制与关系治理机制来有效地促进顾客参与价值共创行为,以弥补单独运用某一种治理机制存在的不足;另一方面也应注重关系质量在虚拟品牌社区中促进顾客参与价值共创行为的重要作用。这些研究发现为促进虚拟品牌社区的可持续发展提供了有价值的启示。     

Pension plan solvency and extreme market movements: a regime switching approach

We develop and test a new approach to assess defined benefit (DB) pension plan solvency risk in the presence of extreme market movements. Our method captures both the ‘fat-tailed’ nature of asset returns and their correlation with discount rate changes. We show that the standard assumption of constant discount rates leads to dramatic underestimation of future projections of pension plan solvency risk. Failing to incorporate leptokurtosis into asset returns also leads to downward biased estimates of risk, but this is less pronounced than the time-varying discount rate effect. Further modifying the model to capture the correlation between asset returns and the discount rate provides additional improvements in the projection of future pension plan solvency. This reduces the perceived future risk of underfunding because of the negative correlation between interest rate changes and asset returns. These results have important implications for those with responsibility for balancing risk against expected return when seeking to improve the current poor funding positions of DB pension schemes.     

Internationalization through foreign listing: A review and future research agenda

This paper reviews and synthesizes literature on foreign listing from international business, management, and finance disciplines. A systematic review of 66 studies from 25 journals indicates fragmentation of the literature across the macro and firm-specific perspectives and a limited usage of current international business theories in research on foreign listing. We propose multiple developmental paths including use of institutional theory, especially institutional distance and institutional evolution to provide more comprehensive understanding of antecedents and contingent factors for foreign listing; supply-chain disaggregation of cross-border capital flow; integrate financial and strategic implications of foreign listing; and advancement of emerging market specific theories.