Self‐Service Operations at Retail Stores: The Role of Inter‐Customer Interactions

Inter‐customer interactions are important to the operation of self‐services in retail settings. More specifically, when self‐service terminals are used as part of customers’ checkout processes in retail operations without the explicit involvement of retailers as the direct service providers, inter‐customer interactions become a significant managerial issue. In this article, we examine the impact of inter‐customer interactions at retail self‐service terminals on customers’ service quality perceptions and repeat purchase intentions at retail stores. We conduct a scenario‐based experimental design (N = 674) using a 2 × 2 factorial design in which inter‐customer interactions are divided into “positive” vs. “negative” and occur during the “waiting” or during the actual “transaction” stages of self‐services at a retail store. We use attribution theory to develop the hypotheses. The results demonstrate that, through their interactions, fellow customers can exert influences on a focal customer's quality perceptions and repeat purchasing intentions toward a retail store. Furthermore, these influences were impacted by how customers attribute blame or assign responsibility toward the retail store. Service operations managers should leverage these interactions by designing into self‐service settings the capacities and interfaces that are best suited for customers’ co‐production of their self‐service experiences.     

Adaptive versus Proactive Behavior in Service Recovery: The Role of Self‐Managing Teams

In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self‐managing teams (SMTs) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archival data is collected. The results demonstrate support for independent group‐level effects of intrateam support on adaptive and proactive recovery behavior, indicating that perceptual consensus within service teams has incremental value in explaining service recovery performance. In addition, we provide evidence that adaptive and proactive recovery behavior have differential effects on external performance measures. More specifically, higher levels of adaptive performance positively influence customer‐based parameters (i.e., service recovery satisfaction and loyalty intentions), while employee proactive recovery behavior contributes to higher share of customer rates.     

The Potential Effects of Recall Bias and Selection Bias on the Epidemiological Evidence for the Carcinogenicity of Glyphosate

Glyphosate is a widely used herbicide worldwide. The International Agency for Research on Cancer in 2015 declared that glyphosate is probably carcinogenic to humans, noting a positive association for non-Hodgkin lymphoma (NHL). The principal human data on glyphosate and NHL come from five case–control studies and two cohort studies. The case–control studies are at risk of recall bias resulting from information on exposure to pesticides being collected from cases and controls based on their memories. In addition, two of the case–control studies are additionally at risk of a form of selection bias that can exacerbate the effect of recall bias. Both biases are in the direction of making glyphosate appear carcinogenic. If odds ratios (ORs) are not biased and a pesticide plays no role in causing NHL, the probability that an OR for that pesticide is greater than 1.0 is approximately 0.5. The fractions of ORs for pesticides other than glyphosate that are greater than 1.0 in the case–control studies are 0.90 (n = 92), 0.90 (n = 152), 0.93 (n = 59), 0.76 (n = 140), and 0.53 (n = 54), the first two from studies that are at risk for both types of bias. In the two cohort studies, which are not subject to these biases, the comparable fractions for relative risks for all cancers are 0.51 (n = 70) and 0.48 (n = 158). These results comply closely with what would be expected if evidence for carcinogenicity of glyphosate in these studies results from statistical bias in the case–control studies.     

The Price Chameleons Pay: Self‐monitoring,Boundary Spanning and Role Conflict in the Workplace*

The vast majority of research on self‐monitoring in the workplace focuses on the benefits that accrue to chameleon‐like high self‐monitors (relative to true‐to‐themselves low self‐monitors). In this study, we depart from the mainstream by focusing on a potential liability of being a high self‐monitor: high levels of experienced role conflict. We hypothesize that high self‐monitors tend to choose work situations that, although consistent with the expression of their characteristic personality, inherently involve greater role conflict (i.e. competing role expectations from different role senders). Data collected from a 116‐member high‐tech firm showed support for this mediation hypothesis: relative to low self‐monitors, high self‐monitors tended to experience greater role conflict in work organizations because high self‐monitors were more likely to occupy boundary spanning positions. To help draw a more realistic and balanced portrait of self‐monitoring in the workplace, we call for more theoretically grounded research on the price chameleons pay.     

Regional Headquarter’s Dual Agency Role: Micro‐political Strategies of Alignment and Self‐interest

The increased research focus on the networked perspective of the multinational enterprise (MNE) reflects a greater delegation of responsibility from corporate headquarters (CHQ) to subsidiary and intermediary units such as regional headquarters (RHQ). This shift has increased the intensity of political interactions between key actors within the MNE. Despite the recent rise in studies on the micro‐political perspective of the MNE to date, little empirical work has explored this issue in the context of the CHQ–RHQ relationship. Drawing insights from agency theory and micro‐politics, the authors focus on the context in which RHQs develop micro‐political strategies in order to manage the flow and exchange of knowledge with CHQ. They show how RHQ may exhibit a ‘dual agency’ role when dealing with CHQ, in that it is characterized as a principal and agent, each requiring different micro‐political knowledge strategies. As a principal, RHQ will develop micro‐political knowledge strategies to increase alignment with CHQ. As an agent, RHQ develops micro‐political knowledge strategies to pursue its self‐interests. Having identified different RHQ agency roles, the authors develop a conceptual model that outlines how alignment and self‐interest‐seeking behaviours from RHQ are manifest through different micro‐political knowledge strategies in its agency relationship with CHQ.     

Deriving Behavior Model Parameters from Survey Data: Self‐Protective Behavior Adoption During the 2009–2010 Influenza A(H1N1) Pandemic

In this paper, we demonstrate how public opinion surveys can be designed to collect information pertinent to computational behavior modeling, and we present the results of a public opinion and behavior survey conducted during the 2009–2010 H1N1 influenza pandemic. The results are used to parameterize the Health Belief Model of individual health‐protective decision making. Survey subjects were asked questions about their perceptions of the then‐circulating influenza and attitudes towards two personal protective behaviors: vaccination and avoidance of crowds. We empirically address two important issues in applying the Health Belief Model of behavior to computational infectious disease simulation: (1) the factors dynamically influencing the states of the Health Belief Model variables and (2) the appropriateness of the Health Belief Model in describing self‐protective behavior in the context of pandemic influenza.     

The Time Structure of Self‐Enforcing Agreements

A principal and an agent enter into a sequence of agreements. The principal faces an interim participation constraint at each date, but can commit to the current agreement; in contrast, the agent has the opportunity to renege on the current agreement. We study the time structure of agreement sequences that satisfy participation and no‐deviation constraints and are (constrained) efficient. We show that every such sequence must, after a finite number of dates, exhibit a continuation that maximizes the agent's payoff over all such efficient, self‐enforcing sequences. Additional results are provided for situations with transferable payoffs.     

Escalation: The Role of Problem Recognition and Cognitive Bias

Escalation of commitment to a failing course of action is an enduring problem that remains central to the study of managerial behavior. Prior research suggests that escalation behavior results when decision makers choose to ignore negative feedback concerning the viability of a previously chosen course of action. Previous work has also suggested that certain cognitive biases might promote escalation behavior, but there has been little attempt to explore how biases other than framing affect escalation. In this article, we explore the extent to which decision makers actually perceive negative feedback as indicative of a problem and how this influences their decision to escalate. Although problem recognition and cognitive biases have been intensively studied individually, little is known about their effect on escalation behavior. In this research, we construct and test an escalation decision model that incorporates both problem recognition and two cognitive biases: selective perception and illusion of control. Our results revealed a significant inverse relationship between problem recognition and escalation. Furthermore, selective perception and illusion of control were found to significantly affect both problem recognition and escalation. The implications of these findings for research and practice are discussed. To improve problem recognition and reduce the incidence of escalation, practicing managers should implement modern project management practices that can help to identify and highlight potential problems while guarding against these two key cognitive biases that promote the behavior.     

Confidence Matters: Self‐efficacy Moderates the Credit that Supervisors Give to Adaptive and Proactive Role Behaviours

In complex and uncertain work environments, employees need to not only be proficient in carrying out their core duties, but also to be adaptive (able to cope and respond to unpredictable events) and proactive (able to anticipate the situation and act in a self‐directed way) in their work roles. In this study we investigate the extent to which supervisors actually give credit to adaptive and proactive role behaviours when they judge employees’ overall job performance. Drawing on attribution theory, we propose that the extent to which these role behaviours are valued by supervisors will be enhanced by employees’ confidence for relevant role behaviours. Support for these ideas is provided using data from junior doctors and their supervisors in a hospital emergency department. Adaptive role behaviours positively influenced supervisors’ judgements of overall job performance. This relationship was stronger for employees with high self‐efficacy for achieving outcomes. Engaging in proactive role behaviours while also lacking role‐breadth self‐efficacy resulted in supervisors’ giving employees less credit for their proactive role behaviours. Findings support the argument that employees’ self‐efficacy for specific role behaviours provides attributional cues about capability that modify how adaptive and proactive role behaviours are interpreted and valued.     

Self‐Control and the Theory of Consumption

To study the behavior of agents who are susceptible to temptation in infinite horizon consumption problems under uncertainty, we define and characterize dynamic self‐control (DSC) preferences. DSC preferences are recursive and separable. In economies with DSC agents, equilibria exist but may be inefficient; in such equilibria, steady state consumption is independent of initial endowments and increases in self‐control. Increasing the preference for commitment while keeping self‐control constant increases the equity premium. Removing nonbinding constraints changes equilibrium allocations and prices. Debt contracts can be sustained even if the only feasible punishment for default is the termination of the contract.     

The Effect of Single Rater Bias in Multi‐Stakeholder Research: A Methodological Evaluation of Buyer‐Supplier Relationships

As the global competitive landscape intensifies, firms have looked to their supply chain organizations to improve cost, visibility, and cycle time performance across functions, products, and markets. As a result, the scope of supply chain related operations have increasingly cut across organizational boundaries. To understand and capture such cross‐organizational activities, researchers have broadened the focus of their studies and included multiple stakeholders in their analysis (e.g., integration, sustainability, and buyer‐supplier relationships). However, multi‐stakeholder research has also increased the complexity and effort required to conduct studies across organizational boundaries. Unfortunately, many studies that use multi‐stakeholder constructs fail to fully address their multi‐sided nature during both construct conceptualization and data collection. Several studies suggest that neglecting the multi‐sided nature of certain constructs can affect the research validity and reliability and may invalidate research inferences and results, although such concerns have not been empirically demonstrated. The current study addresses this gap by performing a series of tests using data from 105 matched pairs of buyers and their suppliers to illustrate key methodological considerations for conducting multi‐stakeholder research. This study also offers practical guidance regarding assumptions routinely made in single rater research and proposes when single rater data may be appropriate for multi‐stakeholder research.     

De‐Biasing the Reporting Bias in Social Media Analytics

User‐generated contents (UGC) in social media such as online reviews are inherently incomplete since we do not capture the opinions of users who do not write a review. These silent users may be systematically different than those who speak up. Such differences can be driven by users’ differing sentiments toward their shopping experiences as well as their disposition to generate UGC. Overlooking silent users’ opinions can result in a reporting bias. We develop a method to model users’ UGC generating process and then rectify this bias through an inverse probability weighting (IPW) approach. In the context of users’ movie review activities at Blockbuster.com, our results show that the average probability for a customer to post a review is 0.06 when the customer is unsatisfied with a movie, 0.23 when indifferent, and 0.32 when satisfied. The distribution of user's reporting probability with positive experience first‐order stochastically dominates the one with negative experience. Our approach provides a realistic solution for business managers to properly utilize incomplete UGC.     

The Econometrics of Ultra‐high‐frequency Data

Ultra‐high‐frequency data is defined to be a full record of transactions and their associated characteristics. The transaction arrival times and accompanying measures can be analyzed as marked point processes. The ACD point process developed by Engle and Russell (1998) is applied to IBM transactions arrival times to develop semiparametric hazard estimates and conditional intensities. Combining these intensities with a GARCH model of prices produces ultra‐high‐frequency measures of volatility. Both returns and variances are found to be negatively influenced by long durations as suggested by asymmetric information models of market micro‐structure.     

The Effects of Health Insurance and Self‐Insurance on Retirement Behavior

This paper provides an empirical analysis of the effects of employer‐provided health insurance, Medicare, and Social Security on retirement behavior. Using data from the Health and Retirement Study, we estimate a dynamic programming model of retirement that accounts for both saving and uncertain medical expenses. Our results suggest that Medicare is important for understanding retirement behavior, and that uncertainty and saving are both important for understanding the labor supply responses to Medicare. Half the value placed by a typical worker on his employer‐provided health insurance is the value of reduced medical expense risk. Raising the Medicare eligibility age from 65 to 67 leads individuals to work an additional 0.074 years over ages 60–69. In comparison, eliminating 2 years worth of Social Security benefits increases years of work by 0.076 years.     

Religious Social Identities in the Hybrid Self‐presentations of Sikh Businesspeople

This paper explores the identity work practices of Thai Sikh businesspeople. The paper focuses on two important social identities in participants’ self‐presentations – those derived from religious (Sikh) and western business discourses – and identifies powerful tensions in their hybrid identity work. Conducting discourse analysis on identity work practices within interview settings, the authors explore how participants resolve, accommodate or reject these discursive tensions while attempting stable and coherent hybrid self‐presentations. They identify several different forms of hybridity, including what they term ‘equipollence’, which occurs when two equally powerful, contradictory discourses are incorporated in self‐presentations, producing potentially irresolvable intersections and leading to a lack of coherence. Contributions are made to the literatures on religion and work, hybrid identity work processes and social identities.     

Impact of Bias Magnification on Supply Chain Costs: The Mitigating Role of Forecast Sharing

The impact of forecast error magnification on supply chain cost has been well documented. Unlike past studies that measure forecast error in terms of forecast standard deviation, our study extends research to consider the impact of forecast bias, and the complex interaction between these variables. Simulating a two‐stage supply chain using realistic cost data we test the impact of bias magnification comparing two scenarios: one with forecast sharing between retailer and supplier, and one without. We then corroborate findings via survey data. Results show magnification of forecast bias to have a considerably greater impact on supply chain cost than magnification of forecast standard deviation. Particularly damaging is high bias in the presence of high forecast standard deviation. Forecast sharing is found to mitigate the impact of forecast error, however, primarily at higher levels of forecast standard deviation. At low levels of forecast standard deviation the benefits are not significant suggesting that engaging in such mitigation strategies may be less effective when there is little opportunity for improvement in accuracy. Furthermore, forecast sharing is found to be much less effective against high levels of bias. This is an important finding as managers often deliberately bias their forecasts and underscores the importance of exercising caution even with forecast sharing, particularly for forecasts that have inherently large errors. The findings provide a deeper understanding of the impact of forecast errors, suggest limitations of forecast sharing, and offer implications for research and practice alike.     

The Strategic Role of Third‐Party Marketplaces in Retailing

Retailers are increasingly adopting a dual‐format model. In addition to acting as traditional merchants (buying and reselling goods), these retailers provide a platform for third‐party (3P) sellers to access and compete for the same customers. We investigate the strategic rationale for a retailer to introduce a 3P marketplace. Our analysis provides insights into the growing prevalence of 3P marketplaces. We show that by committing to having an active 3P marketplace, the retailer creates an “outside option” that improves its bargaining position in negotiations with the manufacturer. This can explain the increasing prevalence of such marketplaces. On the other hand, the manufacturer would prefer to eliminate the retailer's outside option and should seek to limit or prevent sales through 3P marketplaces. This is consistent with actions that several manufacturers have taken to limit such sales. Interestingly, if the manufacturer fails to eliminate sales of competing products through the 3P marketplace, then the best strategy for the manufacturer is to allow the retailer to dictate the terms of their contract. This is because a powerful retailer will rely less on its outside option in generating profit, and therefore it will increase the fees charged to 3P sellers and soften the competition between 3P sellers and the manufacturer. The decrease in competition will lead to an increase in the value of outside option of the manufacturer and improve its profit. Additionally, we find that the presence of a 3P marketplace benefits consumers, but this benefit diminishes as the retailer becomes more powerful.     

Increasing the Revenue of Self‐Storage Warehouses by Facility Design

Self‐storage is a booming industry. Both private customers and companies can rent temporary space from such facilities. The design of self‐storage warehouses differs from other facility designs in its focus on revenue maximization. A major question is how to design self‐storage facilities to fit market segments and accommodate volatile demand to maximize revenue. Customers that cannot be accommodated with a space size of their choice can be either rejected or upscaled to a larger space. Based on data of 54 warehouses in America, Europe, and Asia, we propose a new facility design approach with models for three different cases: an overflow customer rejection model and two models with customer upscale possibilities, one with reservation and another without reservation. We solve the models for several real warehouse cases, and our results show that the existing self‐storage warehouses can be redesigned to generate larger revenues for all cases. Finally, we show that the upscaling policy without reservation generally outperforms the upscaling policy with reservation.     

Complexity and Self‐Sustainment in Disaster Response Supply Chains

Governmental organizations play a major role in disaster relief operations. Supply chains set up to respond to disasters differ dramatically in many dimensions that affect the cost of relief efforts. One factor that has been described recently is self‐sustainment, which occurs when supplies consumed by intermediate stages of a supply chain must be provided via the chain itself because they are not locally available. This article applies the concept of self‐sustainment to response supply chains. A mathematical model of a self‐sustaining response supply chain is developed. Analysis of this model yields insights about the relationships and interactions among self‐sustainment, speed of disaster onset, dispersion of impact, and the cost of the relief efforts.