Evidence on the motivation for management forecasts of corporate earnings

A multivariate model of the process by which managers decide to release public forecasts of their firms' earnings is developed, based on factors that are hypothesized to affect the demand for and the willingness to supply such forecasts. We test the model on data from a comprehensive sample of earnings forecasts, and find support for our hypotheses about the likely joint influence of those factors. Larger firm size, greater leverage, higher and more stable earnings rates and less rapid growth rates are found to be associated with an increased propensity for management to provide earnings forecasts for their firms.     

Dynamics of price level changes in the Visegrad group: comparative study

Quality & Quantity - In Poland, as in many other countries, to measure inflation, expressed both by the CPI and HICP, the Laspeyres price index with weights from the base period is used. Thus...     

Complaint,patience, and neglect: responses to a dissatisfying service experience

This study examines the responses of complainers and non-complainers after a service failure in the auto repair and medical service contexts. In particular, this study focuses on differentiating the two types of dissatisfaction responses of non-complainers, patience and neglect, from complaint. The results, based on a survey of 230 respondents, indicate that attitudes toward complaining and emotional bonding differentiate neglect from complaint, and the criticality of the service failure differentiates patience from complaint. The findings suggest that patience customers have higher return intentions than neglect customers, and as high as those of complainers with satisfying service recoveries.     

Call Center Employees’ Intent to Quit: Examination of Job Engagement and Role Clarity

Call centers have become a valuable resource for hotels in managing customer experiences and relationships, yet they have also developed a reputation for being a stressful job which has made it a significant challenge to retain employees. Given high turnover rates among call center employees, it is important for hospitality firms to understand the factors influencing their intentions to quit. This study focuses on job engagement and role clarity to examine hotel call center employees’ intent to quit. The survey results of call center employees at a large resort hotel suggest that job engagement significantly influences the hotel call center employees’ intent to quit after accounting for job satisfaction and organizational support. Role clarity, however, is not related to intent to quit. Managerial implications and recommendations for increasing employee job engagement are discussed.     

Empowerment in hospitality organizations: Customer orientation and organizational support

Although empowering employees has often been prescribed as an efficient strategy for hospitality organizations, the strategy alone cannot ensure success. Individual and organizational factors should be considered to increase employees’ perception of empowerment. This study examines the impact of employees’ customer orientation and organizational factors on the employee empowerment perceptions. Our findings, based on a survey of 203 guest contact employees, suggest that organizations should hire customer oriented people, guide them with service training, provide a reward system, and facilitate service standards communication in order to increase perceived empowerment. Implications of these findings for hospitality service managers are discussed.     

Foreign direct investment in the privatisation of the Polish economy

In the 1990s a major change took place in the ownership structure in the Polish economy, with a dramatic shift towards the private sector. The following article examines the different ways in which privatisation has taken place, the penetration of foreign capital into the Polish economy and the role which foreign direct investment has played in the transformation process. The author is an expert of the Goansk Institute for Market Economics; she would like to thank Catherine Lockhead-Strzępka, Institute of Economics at the University of Information Technology in Rzeszów, for corrections to the English translation.     

The Use of Information and Communication Technologies (ICTs) in Tourist Information and Promotion of the Polish Carpathians in Foreign Tourism Markets

The recent years have been a time of rapid development of information and communication technologies (ICTs) in tourism. The objective of this article is to analyse and assess the use of ICTs in tourist information and promotion of selected municipalities in the Polish Carpathians, the largest region of mountain tourism in Poland. Particular attention was paid to the activities taken by DMOs, local entrepreneurs and cultural institutions. The use of ICTs in the Polish Carpathians is at a relatively advanced level, but still not sufficient enough to make these solutions a fully effective tool in building a strong regional brand in the international tourism markets.     

The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation

This study examines how social justice and the stigma-consciousness level of gay customers influence their service recovery perceptions. The results, based on an experiment involving 379 gay respondents, indicate that distributive justice, procedural justice, and interactional justice significantly affect gay customers' service recovery evaluations (satisfaction) and post-complaint behavioral intentions (negative word-of-mouth and repatronage). Also, higher stigma-consciousness gay customers show more negative service recovery evaluations and behavioral intentions than those with lower stigma-consciousness. Service providers who are interested in attracting and maintaining gay customers should create awareness among their employees about stigma-consciousness.     

Journalistik und Kommunikationswissenschaft Hauptfach an der Universität Hamburg

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