Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services

The SERVQUAL questionnaire (Parasuraman, Zeithaml, & Berry, 1988) is one of the preeminent instruments for measuring the quality of services as perceived by the customer. In a recent Decision Sciences article, Kettinger and Lee (1995) suggested the use of a modified SERVQUAL instrument to assess the quality of the services supplied by an information services provider. However, a number of problems with the SERVQUAL instrument are discussed in the literature. This article provides an illustrative example utilizing data collected from 138 executive and information systems professional customers of a multibillion dollar information services provider in order to examine the validity and reliability of Kettinger and Lee's (1995) modified SERVQUAL instrument. Results of analyses do not confirm the findings of Kettinger and Lee. Moreover, it appears that the use of difference scores in calculating SERVQUAL contributes to problems with the reliability, discriminant validity, convergent validity, and predictive validity of the measure. These findings suggest that caution should be exercised in the use of SERVQUAL scores and that further work is needed in the development of measures for assessing the quality of information services.     

Using the Multiple-Choice Procedure to Measure the Relative Reinforcing Efficacy of Gambling: Initial Validity Evidence Among College Students

The multiple choice procedure (MCP) is used to assess the relative reinforcing value of concurrently available stimuli. The MCP was originally developed to assess the reinforcing value of drugs; the current within-subjects study employed the MCP to assess the reinforcing value of gambling behavior. Participants (N = 323) completed six versions of the MCP that presented hypothetical choices between money to be used while gambling ($10 or $25) versus escalating amounts of guaranteed money available immediately or after delays of either 1 week or 1 month. Results suggest that choices on the MCP are correlated with other measures of gambling behavior, thus providing concurrent validity data for using the MCP to quantify the relative reinforcing value of gambling. The MCP for gambling also displayed sensitivity to reinforcer magnitude and delay effects, which provides evidence of criterion validity. The results are consistent with a behavioral economic model of addiction and suggest that the MCP could be a valid tool for future research on gambling behavior.     

Conflict Versus Consensus Strategic Orientations Among Environmental NGOs: An Empirical Evaluation

Israeli environmental non-government organizations (ENGOs) are assessed in light of Resource Mobilization Theory, introducing a new method for dividing ENGOs according to strategic orientation. Based on a national survey, 85 groups are categorized as consensus ENGOs that seek understanding aim at finding common grounds, or as conflict ENGOs working “outside the system.” Results show that conflict ENGOs are more grassroots in orientation and consensus ENGOs are more professionalized. Conflict ENGOs operate primarily in local arenas. Consensus ENGOs appear more stable, with larger annual budgets and paid staff, but with fewer registered members. Consensus ENGOs enjoy a wider variety of income sources; receive more funding from government, foreign, and private donations; and have a broader range of self-generated income sources. Conflict ENGOs depend more on membership fees. Both groups are highly dependent on foundation grants. In general, greater resources are associated with consensus activity than among organizations utilizing conflict tactics.     

The education effect on population health: a reassessment

Demographic research frequently reports consistent and significant associations between formal educational attainment and a range of health risks such as smoking, drug abuse, and accidents, as well as the contraction of many diseases, and health outcomes such as mortality—almost all indicating the same conclusion: better-educated individuals are healthier and live longer. Despite the substantial reporting of a robust education effect, there is inadequate appreciation of its independent influence and role as a causal agent. To address the effect of education on health in general, three contributions are provided: 1) a macro-level summary of the dimensions of the worldwide educational revolution and a reassessment of its causal role in the health of individuals and in the demographic health transition are carried out; 2) a meta-analysis of methodologically sophisticated studies of the effect of educational attainment on all-cause mortality is conducted to establish the independence and robustness of the education effect on health; and 3) a schooling-cognition hypothesis about the influence of education as a powerful determinant of health is developed in light of new multidisciplinary cognitive research.     

‘She is Too Young for These Chores’ — Is Housework Taking a Back Seat in Urban Chinese Childhood?

The child in contemporary urban China is experiencing an increasingly exclusive focus on academic achievement at the expense of non‐academic activities, particularly housework. In‐depth interviews with caregivers (including grandparents and parents) from 9 three‐generational families (n = 34) and parents from 10 nuclear families (n = 20) were conducted. Results show that although children from both family types were low in housework participation, children in three‐generational families were perceived by their caregivers to be less competent in performing self‐care and family‐care tasks. They were also less frequently assigned regular tasks as compared with children from nuclear families. Unlike caregivers from western societies, where children's participation in housework is seen as either a means of socialisation or a source of domestic labour, Chinese caregivers consider housework as a distraction, at best an addendum to academic work.     

联盟组合多样性及其与绩效维度的关系

基于480家机构的以自我为中心的网络数据,分析了联盟组合多样性和财务绩效、激进式创新绩效、渐进式创新绩效等三个重要绩效维度之间的关系.其中,联盟组合多样性与财务绩效负相关;而联盟组合多样性与激进式创新绩效呈现倒U形关系;联盟组合多样性与渐进式创新绩效呈现递减收益正相关.结果表明,管理者应该意识到联盟组合多样性的可能的消极影响,并且意识到不同水平的联盟组合多样性是最有益的.     

It's Only Temporary: Time Frame and the Dynamics of Creative Project Teams

The success of many knowledge‐intensive industries depends on creative projects that lie at the heart of their logic of production. The temporality of such projects, however, is an issue that is insufficiently understood. To address this, we study the perceived time frame of teams that work on creative projects and its effects on project dynamics. An experiment with 267 managers assigned to creative project teams with varying time frames demonstrates that, compared to creative project teams with a relatively longer time frame, project teams with a shorter time frame focus more on the immediate present, are less immersed in their task and utilize a more heuristic mode of information processing. Furthermore, we find that time frame moderates the negative effect of team conflict on team cohesion. These results are consistent with our theory that the temporary nature of creative projects shapes different time frames among project participants, and that it is this time frame that is an important predictor of task and team processes.     

On the difference in inference and prediction between the joint and independent f-error models for seemingly unrelated regressions

We consider likelihood and Bayesian inferences for seemingly unrelated (linear) regressions for the joint niultivariate terror (e.g. Zellner, 1976) and the independent t-error (e.g. Maronna, 1976) models. For likelihood inference, the scale matrix and the shape parameter for the joint terror model cannot be consistently estimated because of the lack of adequate information to identify the latter. The joint terror model also yields the same MLEs for the regression coefficients and the scale matrix as for the independent normal error model. which are not robust against outliers. Further, linear hypotheses with respect

to the regression coefficients also give rise to the same mill distributions AS for the independent normal error model, though the MLE has a non-normal limiting distribution. In contrast to the striking similarities between the joint t-error and the independent normal error models, the independent f-error model yields AiLEs that are lubust against uuthers. Since the MLE of the shape parameter reflects the tails of the data distributions, this model extends the independent normal error model for modeling data distributions with relatively t hicker tails. These differences are also discussed with respect to the posterior and predictive distributions for Bayesian inference.