Designing a medicalized wellness service: balancing hospitality and hospital features

Medicalized environments around the world are challenged with making trade-offs between the clinical nature of the service and the customer service elements needed to deliver the service. Many medicalized wellness services have yet to achieve an effective balance between their hospitality and hospital features to generate loyalty (repeat patronage). We present a case study of a blood service organization in a developed country that, at the time of data collection (2011), was working to resolve tension between clinical goals and expectations of Millennial donors. The results identified seven principles: ‘control over booking and service interactions’; ‘build social connections’; ‘offer a luxury, indulgent experience’; ‘build relationship with customer beyond the “medical” procedure’. The three remaining principles related to hospital-like features: ‘hide the functional/medical features of the service experience’; ‘demystify the “hidden” processes’; ‘ability for the physical service environment to be modified by the customer’.     

What's on the Menu? Policies to Reduce Young People's Sugar Consumption

Young people in the UK consume far above the maximum recommended levels of added sugar. It is likely that neither they nor their parents fully take account of the future health, social and economic costs of this high sugar consumption. This provides a rationale for policy intervention. The majority of young people's added sugar consumption occurs in the home, where purchases are typically made by parents. This means that understanding the purchase decisions of adults is important for policy design, even if the policies aim to reduce the consumption of young people. We discuss the merits of popular policies, including taxes, advertising restrictions and restrictions on the availability of specific foods, and we identify promising avenues for future research.     

Developing a multidimensional scale of customer-oriented deviance (COD)

Although frontline employees' bending of organizational rules and norms for customers is an important phenomenon, marketing scholars to date only broadly describe over-servicing behaviors and provide little distinction among deviant behavioral concepts. Drawing on research on pro-social and pro-customer behaviors and on studies of positive deviance, this paper develops and validates a multi-faceted, multi-dimensional construct term customer-oriented deviance. Results from two samples totaling 616 frontline employees (FLEs) in the retail and hospitality industries demonstrate that customer-oriented deviance is a four-dimensional construct with sound psychometric properties. Evidence from a test of a theoretical model of key antecedents establishes nomological validity with empathy/perspective-taking, risk-taking propensity, role conflict, and job autonomy as key predictors. Results show that the dimensions of customer-oriented deviance are distinct and have significant implications for theory and practice.     

Site selection to test an integrated approach to agricultural research for development: combining expert knowledge and participatory Geographic Information System methods

The sub-Saharan Africa challenge programme is designed to address the problems of failures of agricultural markets, inappropriate policies and natural resource degradation, that contribute to the continuing deterioration of livelihoods and food security in the region. It is seeking to do this by redefining the roles of scientists and farmers through collaborative learning processes, addressing questions about the level, timing, type and formof participation, as well as themost effective approaches andmethods to foster them. The research domains of the programme deal with sustainable intensification of smallholder agriculture, the sustainable management of natural resources, the development of efficient markets, and the promotion of enabling policies. One question that was addressed in designing the initiative was deciding where to work so as to maximize the chances of successful testing of this new approach, so that it would lead to significant reductions of rural poverty. A participatory process was put in place to design a framework to accomplish this site selection, and then to apply it in west, east and southern Africa. A mixture of spatial data analysis and expert knowledge on spatial and non-spatial factors was used, and one primary site in each region was identified to form the basis for the next phase of the challenge programme. Several lessons were learnt from the process, including the importance of adapting themethods to actual conditions, the increased utility of targetting when the quantitative and the qualitative are freely combined, and the continued need for baseline spatial and non-spatial data to improve the targeting of research in the future that is designed to alleviate poverty in sub-Saharan Africa.     

The Impact of Students’ Cultural Intelligence on Their Psychological Safety in Global Virtual Project Teams

This study addresses a call for the design and implementation of course curricula that prepare students to develop their CQ and gain experience working with peers on global virtual project teams. We explored how US-based and Peru-based students’ cultural intelligence (CQ) impacted their sense of psychological safety (PS) during a month-long global, virtual team project. We also examined the students’ people-focused (PF) and task-focused (TF) behaviors as mediators of the CQ-PS relationship. The results of mediation analyses provide support for our hypothesis that the relationship between cultural intelligence and psychological safety will be mediated by people-focused behaviors. Finally, we provide a model and suggestions for virtually bringing together students from different countries to collaborate on a global virtual project, and avenues for future research. Here we encourage a focus on a curriculum that educates students about their cultural intelligence and ways to develop psychologically safe learning environments. We also highlight the potential learning for faculty teaching such courses, and note how our experience collaborating with our counterpart in Peru constituted a fractal of what our students were experiencing on their global projects.     

AN EMPIRICAL INVESTIGATION OF THE CHARACTERISTICS OF PUBLICLY-QUOTED CORPORATIONS WHICH CHANGE TO CLOSELY-HELD OWNERSHIP THROUGH MANAGEMENT BUYOUTS

This paper investigates whether publicly-quoted firms which become closely held via management buyouts possess characteristics prior to the change which differentiate them from firms which remain publicly-quoted. Discriminant analysis procedures are used to test for group differences and to identify the attributes which contribute most to differences. The results indicate that firms becoming closely held through management buyouts possess certain financial statement and stock market characteristics which are significantly different from firms remaining publicly-quoted.     

Changing rural landscapes: A need for planning and management

This article explains how recreational subdivisions convert large tracts of rural land in the USA into ‘potential vacation homesites’. Much subdivision has occurred in areas where land use regulations are weak or non-existent. All too often developers have implemented an operational framework without a master plan, have not adhered to local environmental constraints, and failed to provide the most basic services needed for human habitation. Many of these so-called ‘planned new communities’ qualify as neither communities nor planned and end up as ghost subdivisions with vast acreages of unused, vacant land marked by an elaborate network of bladed roads. Specific developmental guidelines are suggested to assist governmental officials in reducing the negative impact associated with the premature subdivision of land years prior to its expected use.     

Are households ready to engage with smart home technology?

ABSTRACT

This paper contributes new knowledge regarding consumers’ preparedness for smart home technology adoption. This research bridges together three important frameworks – the technology readiness index (TRI) 2.0, consumer engagement, and perceived risk and trust – to understand consumers’ intentions to adopt smart home technology. We examine both direct and indirect effects, with results demonstrating the model explains 77% variance of consumers’ imagined engagement with smart home technology and 74% variance of intentions to adopt; hence, our model has greater predictive power than others proposed in the literature. Theoretically and managerially, we demonstrate a new pathway to consumers’ adoption of smart home technology in two ways. First, we depict the impact of consumers’ general perceptions of technology (TRI) on opinions and imagined engagement experiences with smart home technology. Second, we show how opinions and imagined experiences with smart home technology impact their intentions to adopt.     

Involvement, satisfaction, and brand loyalty in a small business services setting

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small businesses as customers, despite their significant contribution to the economies of developed nations. A longitudinal design is implemented, and data are captured on both attitudinal loyalty and subsequent loyalty behaviors (i.e., actual purchase behavior). The findings demonstrate the value of conceptualizing and measuring both attitudinal and behavioral components of brand loyalty. Specifically, the results indicate that attitudinal loyalty mediates the effects of the antecedents studied (category involvement and purchase satisfaction) on behavioral loyalty. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.