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.     

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.     

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.     

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.     

Sources of Bias in the Recall of Self‐Generated Data: The Role of Anchoring1

This study examines two issues. First, we assess the reliability of employment data self‐generated by respondents using a survey panel of 280 firms surveyed in 1999 and again in 2002. Our results show that there is a close correlation between self‐generated and archival secondary data. Second, we test for bias in the recall of previous years' employment levels and the sources of such bias. We assess three reasons for recall bias: respondent‐level factors; firm‐level factors; and anchoring. Our regression results indicate that: owners and new respondents; those in firms that changed legal status and/or location; those in smaller firms; and those in growing or declining firms were biased in their recall of prior employment. In addition, growing firms tended to underestimate their growth, which points to anchoring as an explanation for these biases. These biases imply that we have to be careful in delineating performance measures and cautious about how we interpret self‐generated managerial information.     

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.     

When Opportunity Matters: Comparing the Risk‐Taking Attitudes of Prisoners and Recently Released Ex‐Prisoners

Risk‐taking tendencies and environmental opportunities to commit crime are two key features in understanding criminal behavior. Upon release from prison, ex‐prisoners have a much greater opportunity to engage in risky activity and to commit criminal acts. We hypothesized that ex‐prisoners would exhibit greater risk‐taking tendencies compared to prisoners who have fewer opportunities to engage in risky activity and who are monitored constantly by prison authorities. Using cumulative prospect theory to compare the risky choices of prisoners and ex‐prisoners our study revealed that ex‐prisoners who were within 16 weeks of their prison release made riskier choices than prisoners. Our data indicate that previous studies comparing prisoners behind bars with nonoffenders may have underestimated the risk‐taking tendencies of offenders. The present findings emphasize the central role played by risk‐taking attitudes in criminal offending and highlight a need to examine offenders after release from prison.     

Critical Business Ethics: From Corporate Self‐interest to the Glorification of the Sovereign Pater

Research in critical business ethics has demonstrated how economic self‐interest is the primary reason that businesses adopt nominally ethical practices. After reviewing this body of research, the authors propose that it can be further developed by questioning its conception of self‐interest, by exploring its non‐economic dimensions and by reconsidering the meaning of the ‘self’ that is said to have such interests. Drawing insights from feminist theory and political theology, the paper interrogates corporate business ethics as a public glorification of corporate power based on a patriarchal conception of the corporation. Genealogically rooted in early Christian ceremonial practices used to glorify God the Father, this is a glorification for the sake of glory rather than just for the sake of commercial ends. The authors further argue that corporate business ethics is rendered as the feminized servant of the sovereign corporate patriarch, always at hand to glorify the master. The meaning of corporate business ethics is hence one where the feminine is not absent, but rather is servile to a masculinity conceived in relation to domination, greatness and sovereignty. Collectively, this shows how the power wielded and desired by corporate business ethics far exceeds the pursuit of financial self‐interest; it is also related to modelling the corporation on a male God. The paper concludes by considering how research in critical business ethics can be extended through forms of inquiry that destabilize the ethical glorification of the corporation, and displace its masculinist privilege.     

Understanding the Self‐initiated Expatriate: A Review and Directions for Future Research

The study of self‐initiated expatriates (SIEs) has gained pace in the last decade, focusing on these individuals, their motivations, their behaviours and their relevance to the global workforce. Published works produced between 1996 and 2011 are reviewed. A thematic analysis indicates that key topics of focus in current research cover: characteristics of the self‐initiated and their work‐related experiences and management; comparative studies of company‐backed versus self‐initiated expatriation and the self‐initiated as global talent flow. This paper identifies a need for clarification of the construct of SIEs, expands on the theoretical perspectives used to examine SIEs and offers a framework to facilitate coherence in the direction of future research and the application of knowledge to practice in this field of study.     

Institutional Predictors of and Complements to Industry Self‐regulation with Regard to Labor Practices

In recent years, there has been increasing managerial and academic attention given to a variety of mechanisms for companies to respond to stakeholder concerns about global business ethics. One area that merits further analysis is the role of industry‐level cooperation regarding issues in global business ethics such as labor practices. There are two main issues that we will address in this article: institutional pressures that predict when an industry will create a code of conduct and institutional complements for an industry‐level code of conduct to be “successful” with regard to responding to stakeholder concerns about international business operations. We offer a number of propositions—bringing together work from both the corporate social responsibility and (neo)institutional theory literatures—with regard to both predictors and complements of industry self‐regulation in reference to labor practices.     

Enhancing Self‐Protective Behavior: Efficacy Beliefs and Peer Feedback in Risk Communication

In times of a high‐impact safety incident citizens may have a variety of sources available to help them cope with the situation. This research focuses on the interplay of efficacy information in risk communication messages and peer feedback, such as responses on social network sites (SNSs) in the context of a high‐impact risk on the intention to engage in self‐protective behavior. The study pitted high and low efficacy information messages against supporting and opposing peer feedback (N = 242). Results show a significant interaction effect between efficacy information in a news article and peer feedback from SNS messages on both the intention to engage in self‐protective behavior and levels of involvement. Participants who received the article with more efficacy information and also received supportive peer feedback via SNS messages were more likely to express higher levels of involvement and greater intentions to engage in protective behavior. When confronted with a low efficacious news article, the effect of peer feedback on these two variables was significantly stronger. Finally, implications for theory and government risk communication are discussed.     

Promoting Scholarship that Matters: The Uselessness of Useful Research and the Usefulness of Useless Research

Our ambition in this essay is to challenge received wisdoms about the importance of ‘useful’ management scholarship. Suggesting that usefulness and uselessness are contingent on issues of temporality and power, we advocate caution in assigning terms such as useful and relevant – they are inherently problematic, we argue, and should be viewed more as ideology than as empirical statements. We conclude by a call for reflexivity about what it is we are doing when we do ‘useful’ research, along with a greater concern for the values for which business schools stand.     

Product Positioning Using a Self‐Organizing Map and the Rings of Influence

In this article, we propose a new product positioning method based on the neural network methodology of a self‐organizing map. The method incorporates the concept of rings of influence, where a firm evaluates individual consumers and decides on the intensity to pursue a consumer, based on the probability that this consumer will purchase a competing product. The method has several advantages over earlier work. First, no limitations are imposed on the number of competing products and second, the method can position multiple products in multiple market segments. Using simulations, we compare the new product positioning method with a quasi‐Newton method and find that the new method always approaches the best solution obtained by the quasi‐Newton method. The quasi‐Newton method, however, is dependent on the initial positions of the new products, with the majority of cases ending in a local optimum. Furthermore, the computational time required by the quasi‐Newton method increases exponentially, while the time required by the new method is small and remains almost unchanged, when the number of new products positioned increases. We also compute the expected utility that a firm will provide consumers by offering its products. We show that as the intensity with which a firm pursues consumers increases, the new method results in near‐optimal solutions in terms of market share, but with higher expected utility provided to consumers when compared to that obtained by a quasi‐Newton method. Thus, the new method can serve as a managerial decision‐making tool to compare the short‐term market share objective with the long‐term expected utility that a firm will provide to consumers, when it positions its products and intensifies its effort to attract consumers away from competition.     

Risk Perception and Information Processing: The Development and Validation of a Questionnaire to Assess Self‐Reported Information Processing

The role of information processing in understanding people's responses to risk information has recently received substantial attention. One limitation of this research concerns the unavailability of a validated questionnaire of information processing. This article presents two studies in which we describe the development and validation of the Information‐Processing Questionnaire to meet that need. Study 1 describes the development and initial validation of the questionnaire. Participants were randomized to either a systematic processing or a heuristic processing condition after which they completed a manipulation check and the initial 15‐item questionnaire and again two weeks later. The questionnaire was subjected to factor reliability and validity analyses on both measurement times for purposes of cross‐validation of the results. A two‐factor solution was observed representing a systematic processing and a heuristic processing subscale. The resulting scale showed good reliability and validity, with the systematic condition scoring significantly higher on the systematic subscale and the heuristic processing condition significantly higher on the heuristic subscale. Study 2 sought to further validate the questionnaire in a field study. Results of the second study corresponded with those of Study 1 and provided further evidence of the validity of the Information‐Processing Questionnaire. The availability of this information‐processing scale will be a valuable asset for future research and may provide researchers with new research opportunities.     

Communicating Low‐Probability High‐Consequence Risk,Uncertainty and Expert Confidence: Induced Seismicity of Deep Geothermal Energy and Shale Gas

Subsurface energy activities entail the risk of induced seismicity including low‐probability high‐consequence (LPHC) events. For designing respective risk communication, the scientific literature lacks empirical evidence of how the public reacts to different written risk communication formats about such LPHC events and to related uncertainty or expert confidence. This study presents findings from an online experiment (N = 590) that empirically tested the public's responses to risk communication about induced seismicity and to different technology frames, namely deep geothermal energy (DGE) and shale gas (between‐subject design). Three incrementally different formats of written risk communication were tested: (i) qualitative, (ii) qualitative and quantitative, and (iii) qualitative and quantitative with risk comparison. Respondents found the latter two the easiest to understand, the most exact, and liked them the most. Adding uncertainty and expert confidence statements made the risk communication less clear, less easy to understand and increased concern. Above all, the technology for which risks are communicated and its acceptance mattered strongly: respondents in the shale gas condition found the identical risk communication less trustworthy and more concerning than in the DGE conditions. They also liked the risk communication overall less. For practitioners in DGE or shale gas projects, the study shows that the public would appreciate efforts in describing LPHC risks with numbers and optionally risk comparisons. However, there seems to be a trade‐off between aiming for transparency by disclosing uncertainty and limited expert confidence, and thereby decreasing clarity and increasing concern in the view of the public.     

From Customer‐Oriented Strategy to Organizational Financial Performance: The Role of Human Resource Management and Customer‐Linking Capability

Drawing on the organizational capabilities literature, the authors developed and tested a model of how supportive human resource management (HRM) improved firms’ financial performance perceived by marketing managers through fostering the implementation of a customer‐oriented strategy. Customer‐linking capability, which is the capability in managing close customer relationships, indicated the implementation of the customer‐oriented strategy. Data collected from two emerging economies – China and Hungary – established that supportive HRM partially mediated the relationship between customer‐oriented strategy and customer‐linking capability. Customer‐linking capability further explained how supportive HRM contributed to perceived financial performance. This study explicates the implication of customer‐oriented strategy for HRM and reveals the importance of HRM in strategy implementation. It also sheds some light on the ‘black box’ between HRM and performance. While making important contributions to the field of strategy, HRM and marketing, this study also offers useful practical implications.     

Time for a Change? Women's Accounts of the Move from Organizational Careers to Self‐Employment

This paper is based on a study of women's transition from careers within organizations into self-employment. It focuses on three key issues: the ways in which women accounted for their career transition, their decisions to opt for self-employment, and the extent to which, in telling their stories, respondents engaged with emerging career discourses. First, this paper considers recent debates within the literature on women's exit from organizations, and emerging discourses of career and self-employment, focusing on the position of women within these changing discourses. Research findings are then presented, examining three central themes: entrepreneurial orientation, dissatisfaction with the organization and balance of personal and professional life. The concluding section considers how women made sense of the web of factors involved in their career transition and reflects on whether indeed it is 'time for a change'.