Some 'real' problems of 'virtual' organisation

This paper presents an ethnographic study of organisational change in a retail bank considering issues surrounding the supposed emergence of the 'virtual organisation'. It outlines emerging problems in organisational work as a consequence of the shift toward 'virtuality' and questions the explanatory value of such theoretical stances.     

The Flemish customer contact centre for public information from a marketing and management perspective

This paper describes the Flemish customer contact centre for government information (‘the Flemish Infoline’) as an example of marketing in the public sector. First it defines the term ‘customer contact centre’ and describes the objectives and main characteristics of the Flemish Infoline. It then identifies the three reasons for setting up the Flemish Infoline in 1999: the complicated Belgian institutional landscape; the unprofessional telephone traffic handling and service; and the lack of knowledge about citizens' information needs. Finally, the paper applies Kotler's 4 Ps concept to the case, and puts the relevant stages from Lees‐Marsh‐ment's political marketing orientations into one integrated scheme in order to understand the functioning of the Flemish Infoline. Based on the literature and on an in‐depth interview with the project head of the Flemish Infoline, the authors demonstrate that marketing techniques can be used in contact centres for public information, but they also illustrate some important differences from those in the forprofit sector, such as the available amount of customers' personal data, the level of call operators' skills and the degree of heterogeneity of the questions. Further research on information needs and contact centres, and providing one ‘umbrella’ contact centre for government information in Belgium are recommended. Copyright © 2003 Henry Stewart Publications     

卡尔加里--一座充满智慧的城市

卡尔加里是加拿大西部一座充满活力和适于创业的城市。我们这座城市因靠近RockyMountain山脉和拥有著名的CalgaryStampede而享誉世界 ,同时我们也是加拿大经济运行最好的城市。我们拥有平均年龄最低、教育素质最高的市民。除了石油及天然气 ,农业和旅游业等传统产业外 ,我们在高新技术产业领域也有很强的实力。令我们引以为豪的是 ,卡尔加里已成为加拿大计算机应用最普及的城市之一 ,也是国际互联网应用最普及并且通过应用这一技术受益最多的城市之一。82 %的卡尔加里人是国际互联网的用户 ,70 %多的市民在家里上网。尽管我们在应用先进技…     

Carbon Trading with Imperfectly Observable Emissions

The Kyoto Protocol foresees emission trading but does not yet specify verification of (uncertain) emissions. This paper analyses a setting in which parties can meet their emission targets by reducing emissions, by investing in monitoring (reducing uncertainty of emissions) or by (bilaterally) trading permits. We derive the optimality conditions and carry out various numerical simulations. Our applications suggest that including uncertainty could increase compliance costs for the USA, Japan and the European Union. Central Europe and the Former Soviet Union might be able to gain from trading due to higher permit prices. Emissions trading could also lower aggregate uncertainty on emissions.     

Implementing continuous improvement in the North American mining industry

This study identifies key factors required to successfully change a mining organization's culture to that mandated by a continuous improvement (CI) philosophy. Guided by a change-oriented model of CI implementation and the Malcolm Baldridge criteria, a survey was conducted involving mining firms operating in North America with annual revenues over $100 million. Twenty-four firms participated and resulted in 268 usable questionnaires. A principal component factor analysis followed by linear regression revealed that four factors accounted for success in implementing CI; employee involvement was the most important one. This dominant factor proved to be complex and had elements of the context of change (e.g., acceptance of company goals), the content of change (teamwork, new ways of working, and supportive HRM policies), and the process of change (leadership and access to information). Other predictors included, in order of importance, corporate presence, customer-oriented strategy, and adoption of practical goals. The article concludes with a discussion of employee involvement and the trend toward a productivity gap, with firms pursuing CI in the lead.     

The stability of generalised stackelberg equilibria in heterogeneous oligopoly

Conclusions In this paper we have derived sufficient conditions for the stability of the G. S. E. These conditions follow from the condition on the stability of the G. C. E., given by Okuguchi (1978).When the conditions for asymptotic stability are fulfilled, the existence of the G. S. E. may be demonstrated in the same way as the existence of the G. C. E. has been demonstrated by Okuguchi (1978), that is: the G. S. E. is the fixpoint of a contracting mapping. In the case of linear demand functions and quadratic cost functions we have found the rather strong result that the sufficient conditions for (asymptotic) stability of the G. C. E. imply the (asymptotic) stability of the G. S. E. as well.This conclusion may be surprising to followers of Stackelberg. Mostly the outcome of a Stackelberg oligopoly is considered as adisequilibrium.In this paper we have made clear that a firm maximizing expected profit and using a generalised Stackelberg strategy, like a firm using a generalised Cournot strategy, only correctly predicts inequilibrium the price of the other firms. (See also on this point Heertje and Furth (1979)).When the outcome of a G. S. E. gives one or more firms less profit than in a G. C. E. then they expect, any price change, under-taken by them, will lower their expected profit even more.I would like to thank Prof. Dr. A. Heertje and an anonymous referee for their useful comments on earlier drafts of this paper and D. Weatherall for his remarks on the english of the text.     

Academic application is not an oxymoron

Commentary on “A Performance‐Based, Minimalist Human Resource Management Approach in Business Schools”     

从赛道到道路的旅程

历年来,那些为高性能、大预算的一级方程式(Formula 1)赛场开发的技术,后来都转用到了批量乘用车上,这样的"知识迁移"可支持我们今天所驾驶的汽车向更好、更安全、更高效的方向发展. 如今,电动方程式(Formula E)拥有相同的潜力,也可作为日常电动汽车(EV)的试验场,例如,围绕电池技术、电源管理、充电和再生制...     

Hospital competition under pay‐for‐performance: Quality,mortality, and readmissions

Health outcomes, such as mortality and readmission rates, are commonly used as indicators of hospital quality and as a basis to design pay‐for‐performance (P4P) incentive schemes. We propose a model of hospital behavior under P4P where patients differ in severity and can choose hospital based on quality. We assume that risk‐adjustment is not fully accounted for and that unobserved dimensions of severity remain. We show that the introduction of P4P which rewards lower mortality and/or readmission rates can weaken or strengthen hospitals' incentive to provide quality. Since patients with higher severity have a different probability of exercising patient choice when quality varies, this introduces a selection bias (patient composition effect) which in turn alters quality incentives. We also show that this composition effect increases with the degree of competition. Critically, readmission rates suffer from one additional source of selection bias through mortality rates since quality affects the distribution of survived patients. This implies that the scope for counterproductive effects of P4P is larger when financial rewards are linked to readmission rates rather than mortality rates.