Waiting for service: modelling the effectiveness of service interventions

Most service businesses tend to experience unwelcome delays in service delivery that often generate strong negative impacts from customers. In response, managers develop and implement service intervention strategies, such as providing length and reason of a delay, both of which have been reported to have positive impacts on customers. However, the results from studies investigating such interventions are mixed. Accordingly, it is hypothesised that these effects may be contingent upon certain situations. This research project has investigated the wait situation using an experimental design. A 2 × 2 × 2 factorial design was first created using a restaurant scenario for the stimulus material and an online web site was used to collect data from 130 respondents. Our findings indicate a significant moderating effect of level of service use and degree of goal attractiveness on the effectiveness of providing duration and cause information. More importantly, we found that under certain conditions a service intervention may be counterproductive to the intended strategy. This finding suggests that managers need to be wary of developing and executing expensive service recovery strategies without due regard to the customer segment being targeted.     

Examining cross-cultural compatibility of high performance work practices

This paper examines the relationship between high performance work practices (HPWPs) and cross-cultural dimensions to debate the effectiveness of HPWPs in cross-cultural settings. Using systematic review, 140 articles were identified on HPWPs and cross-cultural human resource management. Synthesizing the two literature areas results in four key findings. Many HR practices labelled as HPWPs are affected by national cultural dimensions. Also, several practices labelled as HPWPs have not been a part of the cross-cultural HR literature, and that limited studies in both area focus on the impact of cultural compatibility on outcomes. Finally, a few selected cultural dimensions have dominated the cross-cultural HR literature. Thus, more work is needed to: understand the role of national culture on effectiveness of HPWPs; increase coverage of HPWPs in the cross-cultural HR literature; understand the impact of cultural compatibility of HR practices and HPWPs on outcomes; and, incorporate additional cultural dimensions in future work.     

Working capital management and corporate governance: a new pathway for assessing firm performance

This study reports the relationship of working capital management (WCM) and corporate governance (CG) on firm performance (FP) using system generalized method of moments (SGMM). SGMM controls potential sources of endogeneity. This study uses US listed firms and includes two stages. In the first stage, the individual impact of WCM and CG on FP is examined. In the second stage, the collective effect of WCM and CG on FP is examined. The study finds that efficient WCM and good CG practices do affect FP on both an individual basis and on a collective basis. Therefore, this study recommends that the impact of WCM, being a short-term performance indicator, and CG, being a long-term indicator should be considered collectively in the future while investigating financial FP.