Service Competitiveness – An Anglo-US Study

This article reports on the latest in a series of international comparisons of management practices and performance outcomes of industries in various countries. Here, it is the service industries in the UK and the US which come under the microscope. Among the companies surveyed, there were more world-class performers in the US than the UK, but also more low performers. The concluding part of the article is diagnostic – the authors also suggest measures which could improve performance.     

Teams, Firms and the Evolution of Profit Seeking Behavior

Even as advances in information theory over the last quarter century have cast increasing doubt on the proposition that firms successfully maximize profits, the objective of profit maximization continues to be an axiomatic feature of the neoclassical theory of the firm. This paper attempts to improve our understanding firms by treating the objective function as an open question. Specifically, an ontogenetic thought experiment is undertaken to address the question of what differentiates production teams from firms by asking why team members would sell their control rights to a principal, thereby transforming the team into a firm. What results is an account of the emergence of the objective of profit seeking. Profit seeking emerges endogenously as a more fit alternative than the objective of value maximization, which is less capable of coping with uncertainty through purposive adaptation.     

Design efficiency for non‐market valuation with choice modelling: how to measure it,what to report and why*

We review the basic principles for the evaluation of design efficiency in discrete choice modelling with a focus on efficiency of WTP estimates from the multinomial logit model. The discussion is developed under the realistic assumption that researchers can plausibly define a prior belief on the range of values for the utility coefficients. D‐, A‐, B‐, S‐ and C‐errors are compared as measures of design performance in applied studies and their rationale is discussed. An empirical example based on the generation and comparison of fifteen separate designs from a common set of assumptions illustrates the relevant considerations to the context of non‐market valuation, with particular emphasis placed on C‐efficiency. Conclusions are drawn for the practice of reporting in non‐market valuation and for future work on design research.     

Internal branding experiences in the financial services sector in South Africa

There is little doubt that employees are critical to the delivery of the service brand. Although existing models propose methods of internal branding, very little is known about the actual corporate experience. Academics around the world have spent decades probing internal marketing, its subset—internal branding—and the impact of internal branding on service delivery. This research focuses on how organisations execute internal branding, revealing critical success factors as well as obstacles encountered. The research was conducted in five large organisations in the financial services sector in South Africa. Each organisation is a highly recognisable consumer brand; the oldest of which is nearing 200 years of being in business and the youngest is just 20 years old. This research adds to the body of knowledge regarding organisational practice of internal branding. Key themes are identified, three of which are largely absent from extant models and literature.     

Gender, emotion and power in work relationships

We offer a theoretical account of how gender and emotion combine to influence the development of power in work relationships. We document the profound impact gender has on the display, perception and evaluation of emotion in the workplace. We illustrate the reciprocal relationship between emotion and power, and identify cycles of powerlessness that prevent women from developing and leveraging power in their work relationships. By exploring the nexus of gender, emotion and power in work relationships, we offer new insights into how the gendering of emotion creates and perpetuates gender differences in power in organizations. Implications for research and practice are offered.     

Cost‐reflective pricing: empirical insights into irrigators’ preferences for water tariffs

Using prices to improve the efficiency with which water resources are allocated is now widely accepted in principle if somewhat difficult to achieve in practice. Whilst there are some technical difficulties associated with full‐cost recovery in irrigation, the lack of political will to tackle reform remains a significant impediment. This article reports the results of an empirical investigation into farmers’ preferences for changes to water prices and tariff structures. We conclude that some of the preferences of farmers are conducive to price reform. We also find evidence that public subsidy of infrastructure in irrigation is not always aligned with the preferences of farmers.     

Networking responses to different levels of institutional void: A comparison of internationalizing SMEs in Egypt and the UK

This paper reports a comparative qualitative study of how decision-makers in internationalizing SMEs respond to relevant institutions in their domestic environment through networking activity. Twenty SMEs are compared respectively from a developing economy (Egypt) and a developed economy (UK). The two countries contrast both in the effectiveness of their institutional support for SMEs and in their cultural norms towards network relationships. Substantial differences are found between the two national samples in SME decision makers’ networking behaviour in response to specific institutional conditions. The links between institutional conditions, national cultural norms and SME networking responses are explicated in a new theoretical model.     

Ethical sensitivity to stakeholder interests: A cross-cultural comparison

This study applied Hofstede’s typology to examine the effect of culture on ethical sensitivity toward various stakeholders. It was found that uncertainty avoidance had a positive effect and that power distance and individualism/masculinity had negative effects on ethical sensitivity. The results also indicated that ethical sensitivity to stakeholder interests is dependent on which stakeholder is affected. Although Americans and Taiwanese sales agents were equally sensitive to customer interests, the Taiwanese were more sensitive to the interests of their company and a competitor but were less sensitive to the interests of a colleague. This study should prove valuable to international marketers because the cultural typology allows managers to identify differences in work-related values of employees across different nationalities and thus provides a theoretical base for designing more effective sales management practices. Jeffrey G. Blodgett (Ph.D., Indiana University) is an associate professor of marketing at the University of Mississippi. His research interests include consumer complaint behavior and cross-cultural issues. His work has been published in theJournal of Retailing, Journal of Services Research, Journal of Business Research, Psychology and Marketing, and in other marketing journals. Long-Chuan Lu is an assistant professor of marketing at the National Chung-Cheng University of Taiwan. He received his Ph.D. from the University of Mississippi. His work has previously appeared in theJournal of Business Ethics, in addition to other journals and conference proceedings. Gregory M. Rose (Ph.D., University of Oregon) is an assistant professor of marketing at the University of Mississippi. His research interests include consumer socialization and cross-cultural consumer behavior. He has published articles in theJournal of Consumer Research, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer Psychology, Journal of Advertising, Journal of Marketing, and other journals and proceedings. Scott J. Vitell is the Phil B. Hardin Professor of Marketing at the University of Mississippi, receiving his Ph.D. from Texas Tech University. His previous work has appeared in theJournal of the Academy of Marketing Science, Journal of Business Research, andResearch in Marketing and the Journal of Business Ethics, in addition to numerous other journals and conference proceedings.