Fair and easy: the effect of perceived fairness,effort expectancy and user experience on online slot machine gambling intention

The growth of online gambling necessitates that both marketers and regulators have a better understanding of the gambling intention of players. Perceived fairness of customers towards operators has often been raised as a concern in the industry, but it has received limited attention in research on gambling intention. Theories that seek to explain purchase intention are considered and a model is proposed that investigates the role and impact that perceived fairness and system effort expectancy have on online gambling intention together with the moderating influence of user experience. Data from 255 online gambling customers are gathered and analysed using Hayes PROCESS analyses. Results indicate that perceived fairness impacts gambling intention directly, and indirectly strengthening the effect of effort expectancy on gambling intention. However, user experience weakens both these impacts. The research provides support for the inclusion of perceived fairness in theories that consider drivers of online gambling intention. In addition, the important role that perceived fairness plays offers support for gambling regulators who in recent years have sought to promote a fairer and more transparent deal to players. Firms in the online gambling industry can also look positively at activities enhancing fairness as its promotion can also enhance their performance.     

Know When to Hold Them: Applying the Customer Lifetime Value Concept to Casino Table Gaming

This article considers the impact of relationship marketing in the casino gaming industry. It illustrates how 'customer lifetime value' (LTV)--the estimated profitability of a customer over the course of his or her entire relationship with a company--can be uniquely and successfully applied to improve casino profitability. Findings indicate that increasing customer retention rates for prime customers and upgrading middle-tier customers to higher-volume betting tiers can both significantly increase long-term casino profits. Implementation of such a strategy also reduces a casino's reliance on the high-risk 'junket' segment for achieving targeted revenues and profits.     

Can strategic message framing mitigate the negative effects of skeptical comments against corporate-social-responsibility communication on social networking sites?

This study connected framing theory with corporate social responsibility (CSR) communication literature to examine whether a CSR message that emphasizes customers’ contribution to CSR efforts can enhance CSR communication and mitigate the negative effects of skeptical comments from other users on social networking sites (SNSs). Specifically, this study examined whether a customer-credit-sharing CSR message, compared to a conventional self-promoting message, better mitigated the effects of skeptical comments from other SNSs users on values-driven motives perceived by customers, customers’ positive attitudes, and behavioral intentions. It also explored whether the effects of strategic framing changed when skeptical comments were made online by friends or strangers. A total of 400 customers participated in an online between-subjects experiment. The results showed that the credit-sharing message better protected perceived values-driven motives and positive attitudes toward the company after the customers were exposed to skeptical comments, regardless of who posted the skeptical comments. Customers who read the credit-sharing message also showed stronger intention to defend the company’s CSR efforts and stronger purchase intention when the skeptical comments came from a friend. More theoretical and practical implications are discussed.     

Virtual Servants: Stereotyping Female Front‐Office Employees on the Internet

This article focuses on the service providers of the future: virtual assistants on the Internet. Recent technological developments, supported by intensive research on artificial intelligence, have enabled corporations to construct ‘virtual employees’ who can interact with their online customers. The number of virtual assistants on the Internet continues to grow and most of these new service providers are human‐like and female. In this article I profile virtual employees on the Internet — who they are, what they do and how they present themselves. I demonstrate that the Internet suffers from the same gender stereotyping characteristic of customer services in general and that the unreflective choice of female images is, at the minimum, a symbolic reinforcement of the real circumstances of gender divisions in customer service.     

Social innovation and ICT in social services: European experiences compared

Innovation in social services and social policies in the European welfare systems is an evolving phenomenon stimulated by socio-demographic, cultural and economic changes. Many social service innovations are linked to disruptive technologies, especially the introduction of information and communication technology (ICT). To discuss the effects of disruptive technologies on health and social services, this article first proposes a framework consistent with the social innovation paradigm. Secondly, based on case-studies, it investigates different models of social and health service innovation driven by technology. The article shows advantages and disadvantages of service innovation driven by technology, and offers some final remarks about future challenges for ICT in health and social services. More evidences of effectiveness and efficiency are necessary to promote public and private investment to implement solutions on a wider scale. However, the impacts of technology-based solutions cannot be measured only in terms of economic aspects but also taking into account whether new technologies really provide the opportunity for citizens to have a better life and advocacy for their rights.     

What affects customer success when bargaining for a new car? Some empirical evidence

Data about 233 new car models were collected, and a measure of customer success in bargaining for a new car (alpha) was created by computing the ratio between the discount received on the manufacturer's suggested retail price (MSRP) and the negotiable range (MSRP − dealer's car cost). One hypothesis was that customers who purchase more expensive cars succeed less in bargaining because of their higher time value. A second hypothesis was that a positive correlation between the negotiable range and alpha should exist, because of either customer incentives to bargain or dealer's bargaining strategy. Both hypotheses were supported by the data.     

‘Something to Deal With’: Customer Sexual Harassment and Women's Retail Service Work in Canada

While sexual harassment in the workplace has been extensively researched over the past two decades, the majority of studies have focused on employer–employee or co-worker relationships. In contrast, the issue of ‘customer sexual harassment’ (i.e. the sexual harassment of employees by customers) has been less explicitly explored. This paper examines customer sexual harassment in the Canadian context, drawing on a study of 63 female retail service workers and 20 security workers. It focuses on the nature, prevalence, and consequences of this form of harassment for women who work in various jobs in retail sales (e.g. flower shops, book shops). Findings from the study suggest that customer sexual harassment is a significant problem. Not only have a majority of women been sexually harassed by customers in their current job, but they appear to be highly constrained in dealing with such behaviour. To the extent that the work environment privileges the customer, through its emphasis on customer satisfaction, women are reluctant to confront harassers and may engage in behaviours (e.g. avoiding male customers, being less friendly) which potentially impact their performance on the job. The paper examines the dilemmas facing female workers and the policy issues raised.     

The role of individualism vs. collectivism in the formation of repurchase intent: A cross-industry comparison of the effects of cultural and personal values

As repurchase intent drives profitability and firms are facing culturally diverse customers, managers should know how individualism (vs. collectivism) influences the formation of repurchase intent. This research models individualism as a dimension of both national culture and personal values. Based on HLM of data from six countries and ten industries, study 1 shows that cultural individualism is more influential than personal individualism. Individualism positively moderates the effect of customer satisfaction and negatively moderates the effects of public brand image and relational switching costs on repurchase intent. While the effects of customer satisfaction and relational switching costs are moderated more strongly for services, the effect of public brand image is moderated more strongly for products. Study 2 illuminates psychological processes operating behind these moderating effects: importance of relational switching costs – reliance on salespeople; importance of public brand image – meeting social preferences (impressing others, expressing group identify), but not trustworthiness; importance of customer satisfaction – customization, distinctiveness, but not functional benefits. This research also tests extant theories about the main effect of individualism on repurchase intent. The results provide valuable, novel suggestions for cross-cultural adaptation of marketing strategy.     

Parental Illicit Drug Use and Family Life: Reports From Those Who Sought Help

Family histories of abuse and neglect are common among persons with substance addictions. Clearly such family backgrounds impact on future lifestyle choices. How this early life experience then impacts on the substance user as a parent and on their children has not been considered in the literature in any detail. Clients of local community drug services were invited to participate in a study evaluating the family life of parents who were dependent on illicit substances. Fifteen parents participated in a qualitative, longitudinal study about their family life, treatment and drug of choice. Four aspects of parental perception of family life were examined: the perceived impact of the family of origin on the parent drug user, self‐perception, the impact of parental illicit drug use on the family environment, the impact of parental illicit drug use on children. For parents struggling with a substance addiction, it would seem that recovery has much to do with differentiation and gaining a sense of agency.     

Perceived Need for Psychosocial Services in the Context of Political Violence: Psychological Distress Among Israeli Mothers with Young Children

The current study investigated the association between mothers’ perceived need for psychosocial services due to exposure to political violence, and theirs and their children’s psychological distress. A representative sample of 904 Israeli mothers of young children aged 2–6 were asked to fill out a questionnaire about exposure to war and other types of trauma, psychological distress, social support, and perceived need for help. The results showed that mothers who reported a need for psychosocial services due to exposure to political violence had higher levels of exposure to political violence, depressive symptoms and more emotional problems in their young children than mothers who reported no need for help. Those who reported a need for psychosocial services also had less social support even when all other variables are controlled. Furthermore, Arab mothers and mothers with low family income perceived a greater need for psychosocial services. The implications of this study are relevant for policies of outreach to vulnerable groups in situations of ongoing political violence.     

‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector

This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer‐perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer‐perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.     

Sibling violence: Understanding experiences,impacts, and the need for nuanced responses

Sibling violence is an under-researched field, and the impact of adolescent family violence (AFV) in particular on siblings is not yet well understood. The Australian study Investigating Adolescent Family Violence in Victoria elicited responses from siblings who had experienced AFV from their brothers or sisters, as well as reflections from parents and practitioners on the difficulties of addressing AFV directed towards siblings. This article explores characteristics of sibling violence identified in this study, impacts of the violence on siblings, parents, and families, and responses to sibling violence in Victoria, Australia. Siblings described experiencing severe physical, psychological, and emotional violence, and beyond this recounted a range of difficulties such as not being believed by the adults in their lives; the violence being dismissed as normal sibling behavior; an inability to access support services without the help of parents or other adults; sadness and distress at the loss of the sibling relationship; and resentment towards parents for their perceived inaction against the violence. Practitioners highlighted the dearth of services and resources available for siblings affected by AFV, and the inadequacies of current Child Protection responses. This research sheds light on the hidden issue of sibling violence and highlights the need for nuanced responses rather than a one-size-fits-all approach.     

Evaluating the complex interactions between malaria and cholera prevalence,neglected tropical disease comorbidities,and community perception of health risks of climate change

The burgeoning literature on the climate change–human health nexus has focused almost exclusively on the health impacts of climate change with little attention to how ill-health and disease influence public perception of the health risks of climate change. Based on a cross-sectional survey of 1,253 individuals, linear regression was used to examine the independent effects of malaria and cholera prevalence, and neglected tropical disease comorbidities on perceived health risks of climate change. Individuals who reported more comorbidities had higher scores on perceived health risks of climate change compared with those who did not report any comorbidities. Unexpectedly, at the multivariate level, there were no statistically significant relationships between age of respondents, gender, and educational attainment on the one hand, and perceived health risks of climate change on the other hand. Individuals who were diagnosed with cholera in the past 12 months had higher scores on perceived health risks of climate change but there was no relationship between diagnosis with malaria in the past 12 months and perceived health risks. Individuals who had attained secondary education had lower scores on perceived health risks of climate change compared with those without any formal education. Given that this relationship did not exist at the bivariate level, it indicates that biosocial and sociocultural factors suppressed the relationship between secondary education attainment and perceived health risks of climate change. The findings underscore the complex relationship between perceived health risks of climate change and infectious disease, comorbidities, compositional, and contextual factors at the multivariate level.     

Understanding the relationship between social change and its impacts: The experience of rural land use change in south-eastern Australia

This study investigated socio-economic impacts of land use change, giving explicit attention to the relationships between independently observed land use change and associated socio-economic changes, perceived land use change and socio-economic change, attributed cause of change, and experienced impacts of change. Using a case study region in south-east Australia, we examined the impacts of growth in use of land for dairy farming, cropping, blue gum plantations and rural residential development on (i) rural population trends, and (ii) the amount and nature of employment available in the study region. Perceptions and impacts of change were assessed using multiple qualitative and quantitative methods. Results demonstrate that local residents were not always aware of the extent and nature of land use change, and had difficulty attributing social changes and their impacts to the land use changes that underlie them. Furthermore, the felt impacts of land use change appeared dependent on a person's awareness of that change, and on their beliefs about the causes of social change. These findings highlight avenues for theoretical development to better specify the processes by which social change processes are experienced as human impacts. The findings also have implications for land use policy and social impact assessment, illustrating the importance of understanding both perceived and actual social change.     

Hyper-Segmentation and Exclusion in Financial Services in the U.S.

Abstract

The last twenty years has been a period of major structural change for the financial services sector in the United States. Some of this restructuring has been prompted by technological change, but public policy has actively facilitated the increased mobility of capital to places where it brings the highest short-term private return but not necessarily the greatest long-term social return. While deregulation and technology have combined to provide a wider choice of services and increased price pressure in the lucrative segments of different financial markets, the pursuit of affluent customers has left lower-income consumers and very small firms at a disadvantage. The sector overall has moved toward a hyper-segmentation of customer bases by income and race, leaving many communities served primarily by higher-cost and sometimes abusive financial services firms.     

Differential response in child protection: How much is too much?

Recurring maltreatment can have devastating, lifelong consequences for children who are victims of abuse and neglect. The primary mission of child protection services (CPS) agencies is to prevent the recurrence of child maltreatment by offering families services designed to prevent future maltreatment. In order for these services to be effective, however, families must actually engage in them. This study focuses on how differential response programs impact families' successful engagement in services as indicated by long-term child safety outcomes.Differential response refers to a dual track system that allows public CPS agencies to respond to accepted reports of child abuse or neglect with either a traditional investigative response (TR) or an alternative response (AR). The AR is designed to be a less authoritative and less adversarial approach to families presenting a low- to moderate-risk of maltreatment. The AR involves collaboration with the family in a comprehensive assessment of the family's needs, risks and strengths and a referral to services on a voluntary basis. States implementing DR systems statewide vary greatly in the percentage of accepted reports that are assigned to the AR track. The goal of this study is to determine what rate of AR utilization is most effective in reducing subsequent reports of abuse and neglect for cases assigned to the AR.This study compares child safety outcomes for children assigned to the AR and those assigned to the TR within each of the fourteen states which implemented DR statewide between 2000–2012. The analysis uses Cox proportional hazards regression. Data for this observational study are drawn from the 2000–2012 data in the National Child Abuse and Neglect Data System (NCANDS) child files. Child safety is measured by re-reporting of the child to CPS.The theoretical model underpinning the study is McCurdy and Daro's (2001) Integrated Theory of Participant Involvement (ITPI) which outlines a conceptual model of parental engagement in services. This study hypothesizes that AR utilization rates affect the risk level of cases assigned to the AR. The ITPI model offers a possible explanation as to why higher risk cases may not be as responsive to the AR approach which depends upon the family's voluntary participation in services.The key finding of this study is that, in states assigning > 33% of reports to the AR, children on the AR track are being re-reported at equal or higher rates than those on the TR track. Only in those states utilizing the AR track for < 33% of the cases are AR cases being consistently re-reported at lower rates than those on the TR track. This article explores ways to improve the accuracy of track assignment decisions to prevent the assignment of higher risk families to the alternative response.     

FINANCIAL AND INSURANCE SERVICES TRADE: DOES EXCHANGE RATE OR INCOME MATTER?

This paper aims to investigate the impacts of exchange rate and income changes on financial and insurance services trade by utilizing the quarterly bilateral trade data of the United States and its major trading partners from 2003 to 2017. No long‐run exchange rate effects on imports and exports of insurance services trade are found. The impact of exchange rates on insurance services may be weak since competition among service providers depends on product differentiation than on exchange rates. On the contrary, income demonstrates significant impacts on both financial and insurance services trade in the United Kingdom, Canada, Japan and Australia. (JEL C22, F14, G20)     

INDUSTRIAL RESPONSE TO ELECTRICITY REAL-TIME PRICES: SHORT RUN AND LONG RUN

Real-time pricing reduces summer peak demand by approximately 8% for 110 Duke Energy industrial customers. With up to six summers on the rate, the aggregate customer response increases with experience. Examining individual customers, only a subset respond significantly, primarily those who can self-generate or with discrete (batch) production processes. These customers respond significantly above a threshold level of price. Although elasticities decrease slightly at the highest temperatures, the absolute quantity reductions are largest at these times.