Facing Adversity: Authentic Stories of Living and Working with Panic Attacks

This paper presents stories of adversity, as voiced by those that live and work with panic attacks. Respondents of this exploratory, phenomenological study, conducted in Sydney, Australia, shared their experiences of living and working with panic attacks. Two themes (and five sub-themes) of their reported lived experiences are presented here, including: A Changed Life (including sub-themes of: a seismic shift; a creeping change, and not knowing); and, Being Alone (with sub-themes of: withdrawing from the world; and professional non-support). Amidst their experiences of panic-related adversity, the 18 respondents reported trying to maintain—often without success—their working lives and selves. The often profound implications for employees working with panic are discussed, including the urgent need for further research.     

Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences

Intangibility has long been studied as a unidimensional construct with the focus being placed upon the physical element. This paper explores the effects of three unique intangibility dimensions on a consumer's ability to evaluate goods and services, and the perceived risk (PR) associated with the transaction. The authors examine these relationships in purchase environments that include both traditional bricks-and-mortar retailers and the Internet. Their investigation further incorporates prior knowledge as a moderating factor into the proposed framework. This allows for a thorough comparison of the effects and relationships that exist between intangibility and its consequences in general, evaluation difficulty (ED) and perceived risk (PR) in particular. The authors develop hypotheses pertaining to the proposed model and test them with two experiments. The empirical results are broadly supportive of the hypotheses. Theoretical and managerial implications to the services marketing literature are discussed.     

Soziale Pflegeversicherung und Beihilfeverordnungen: Ein Leistungsvergleich

Zusammenfassung   Im Pflegefall werden Beamte und Angestellte von unterschiedlichen Versorgungseinrichtungen unterstützt. Wie sind die Regelungen für diese beiden Besch?ftigungsgruppen ausgestaltet? Wo liegen die Unterschiede? Schneiden Beamte bei einem Leistungsvergleich besser ab? Dr. Jasmin H?cker, 29, Tobias Hackmann, 27, Dipl.-Volkswirt, und Thorsten Henne, 25, sind Mitarbeiter am Institut für Volkswirtschaftslehre und Finanzwissenschaft I an der Albert-Ludwigs-Universit?t Freiburg.     

Income effects and physician labour supply: evidence from the threshold system in Ontario

Abstract. We examine a reform to the physician threshold system in Ontario that provides a unique opportunity to assess the effect of fee changes on physician behaviour, free from the biases that potentially affect simple time‐series or cross‐section inference. We find that: (1) the income effects of fee changes are small, but significant; (2) the income effect dominates the substitution effect only for a minority of services with relatively low prices and high volumes; and (3) the cross effects of fee changes tend to be significant only for services with relatively high prices and low volumes.     

Pleasantly surprising clients: a tactic in relationship marketing for building competitive advantage in the financial services sector

The turbulent environment in which financial institutions evolve motivates strategic thinking aimed at competitive advantage. Drawing from the literature on relationship marketing, one potentially successful strategy at the level of front line service is for financial advisors to behave in a pleasantly surprising way toward their clients (e.g., acknowledging a family member's birthday; covering a parking expense; giving tickets to an entertainment venue). We examine both antecedents and consequences of clients' perceptions of their advisors behaving in a pleasantly surprising way toward them. Antecedents included advisors' customer orientation, knowledge of client, and sense of humour. Consequences included clients' trust, satisfaction, purchase intentions, and word‐of‐mouth intentions. Several strategic recommendations and research avenues following from these findings are offered. Copyright © 2008 ASAC. Published by John Wiley & Sons, Ltd.     

Efficiency Wages and the Regulated Firm

This paper develops empirical tests of "efficiency-wage" hypotheses and applies these tests to data on a regulated firm. According to efficiency-wage theory, wage levels positively affect employee performance and, moreover, cost minimization requires that employers pay a wage premium above the supply price of labor. To explore these issues, we use company-level data to estimate production and quit functions that allow for efficiency-wage effects. Our empirical results support efficiency-wage theory: payment of a wage premium reduces the firm's quit rate, raises labor productivity, and lowers operating costs. These findings call into question the regulatory practice of disallowing labor expenses when the regulated firm's wage levels exceed market averages.     

Multifactor productivity growth: Empirical results for a major United States utility

This paper analyzes an econometric model of productivity growth. The paper presents empirical estimates of productivity growth at a major United States utility, Pacific Gas & Electric Company (PG&E), for the period 1976–1988 and a forecast of the company's productivity growth for 1990. The proposed econometric model specification incorporates two novel features: weather-related variables that influence costs and a split-time trend, which captures the effects of changes in PG&E's operating environment. The empirical results provide strong support for the model specification.     

Quality and quantity in primary care mixed‐payment models: evidence from family health organizations in Ontario

Abstract We study the impact of a mixed capitation model (the Family Health Organization, FHO) on quality and quantity outcomes among primary care physicians in Ontario. Using a panel of administrative data covering one year before and two years after the FHO model was introduced, we find that physicians in the FHO model provide about 6% to 7% fewer services and visits per day, but are between 7% and 11% more likely to achieve preventive care quality targets. These results suggest that the mixed capitation model with contractible quality indicators may be welfare improving relative to the FFS model.