In this article we outline three alternative production models and discuss their applicability to call centre management. These include the classic mass production model, the professional service model and the mass customisation model. We then develop a theoretical framework that identifies potential causal links between management practices, workers? affective and cognitive reactions, and performance outcomes. We use this framework to review literature on service workplaces in organisational behaviour and HR studies and to assess the empirical evidence regarding these causal explanations. Finally, we present two recent quantitative studies of call centre performance – one that examines affective explanations and one that explores cognitive explanations for the HRperformance link. We conclude with directions for future research. 相似文献
As organizational buying systems grow more complex and sophisticated, suppliers increasingly rely on buyer advocacy: an individual buyer’s efforts to influence his/her colleagues such that the supplier’s standing is improved. Drawing from cognitive response theory, the authors hypothesize an inverted U-shaped relationship between a buyer’s advocacy for a supplier and the customer’s purchases from that supplier. They theorize that this effect is moderated by the advocate’s industry experience and customer–supplier relationship characteristics. An analysis of multisource data from a B2B service provider (Study 1) supports the predicted inverted U-shaped relationship, while a unique dataset from a large industrial supplier (Study 2) provides broad support for the hypothesized moderators. Finally, a randomized experiment (Study 3) replicates key findings and corroborates the theorized cognitive response mechanisms. Findings contribute to the limited literature on buyer advocacy within the organizational buying domain and offer practical implications for suppliers and buyers.
Depression is most prevalent among women of childbearing age and among low-income women, and the medical literature shows it to have adverse effects on infant health. Yet maternal depression has been overlooked in economic studies of infant health production. This research incorporates maternal depressive symptoms into a standard infant health production model and estimates both structural and reduced-form birth weight equations using samples of non-Hispanic white and black women from the National Maternal and Infant Health Survey. A byproduct of this research is an empirical investigation into factors associated with maternal depressive symptoms. All results show that depressive symptoms have a negative effect on birth weight and that they may operate through several channels such as smoking and prenatal care. 相似文献
The United States (US) exports more than US$6 billion in agricultural commodities to the European Union(EU) each year, but one issue carries the potential to diminish this trade: use of biotechnology in food production. The EU has adopted more stringent policies towards biotechnology than the US. Understanding differences in European and American policies towards genetically modified (GM) foods requires a greater understanding of consumers’ attitudes and preferences. This paper reports results from the first large‐scale, cross‐Atlantic study to analyse consumer demand for genetically modified food in a non‐hypothetical market environment. We strongly reject the frequent if convenient assumption in trade theory that consumer preferences are identical across countries: the median level of compensation demanded by English and French consumers to consume a GM food is found to be more than twice that in any of the US locations. Results have important implications for trade theory, which typically focuses on differences in specialization, comparative advantage and factor endowments across countries, and for on‐going trade disputes at the World Trade Organization. 相似文献
Integrating research on visual marketing, spatial associations, and brand inferences, the authors conduct four studies demonstrating that when consumers see an ad featuring an object moving in a left-to-right, rather than a right-to-left, direction, their trust toward the featured brand increases. This effect is mediated by an enhanced sense of “feeling right” resulting from the fit between how Western consumers are accustomed to envisioning action and information unfolding (from left to right), and the direction of implied motion in the ad. The authors identify stereotypical gender associations of the brand as a theoretically relevant moderator, such that the favorable influence of a left-to-right motion direction on brand trust is enhanced when the advertised product is strongly (versus weakly) associated with masculine characteristics. 相似文献
This study examined the process by which individuals become engaged with their jobs by integrating seminal engagement theory. More specifically, we suggest that an individual factor (i.e. autotelic personality) and two contextual factors (i.e. feedback environment, job autonomy) interact to predict work engagement through three critical psychological states – namely availability, meaningfulness, and safety. This moderated mediation framework was tested using a cross section of the US population (n = 284); data were collected at two points in time with 3 months in between. Availability and meaningfulness mediated the relationship between autotelic personality and work engagement. Autotelic personality’s indirect effect on work engagement through meaningfulness and safety was conditional such that the nature of feedback environment’s effect depended on job autonomy level. Theory and practice implications are discussed. 相似文献
This article summarizes recent research on the effectiveness of efforts to implement evidence-based health care. The authors conclude that the evidence in support of single interventions being effective in bringing about practitioner change is weak at best. The authors give examples and evaluative comments on more complex organizational and systemic interventions that are aimed at changing clinical practice, and discuss some of the barriers to their application. 相似文献
To analyze the effectiveness of punishment in inducing regulatory compliance, we modify a standard public goods experiment to include a financial penalty for free riding. The design allows us to vary both punishment probability and severity. We introduce the punishment mechanism in both a one-time and a repeated treatment and find that compliance (contributing to the public good) is increasing in expected punishment cost in both treatments. We also find that punishment severity has a larger effect on behavior than punishment probability. In the repeated treatment, we find that past punishment has a negative rather than positive effect on compliance. 相似文献