Determinants of Organizational Flexibility: A Study in an Emerging Economy

This paper examines the processes of organizational adaptation and competitiveness of firms in an emerging economy. The study is set in the Argentinian context of the 1990s when a combination of economic and political change triggered a massive change in the competitive context of indigenous firms. Two highly flexible firms and two less‐flexible firms are studied from the pharmaceutical and edible oil industries and longitudinal data are supplied to explore the determinants of organizational flexibility in those organizations.     

The changing professional organization: A review of competing archetypes

The aim of this paper is to summarize literature relevant to the professional organization and to present a contemporary analysis of the archetype concept in this field. In order to understand recent and ongoing changes in professional organizations, the paper begins with a review of how the professional archetype evolved from the 1960s to 1990. Then, with examples from contemporary accounting, health care and law organizations, it considers the processes by which an institutionalized archetype can change. Forces for change – such as deregulation, competition, technology and globalization – can challenge the interpretive scheme and eventually delegitimize the existing archetype. At the same time, significant environmental changes can override isomorphic pressures and de‐institutionalize the long‐accepted structures. Thus we herald the emergence a new professional archetype – or perhaps several competing archetypes. Finally, the paper reviews the evolving field of professional organization as a whole, and understands the extant archetypes. A typology of professional organizations is proposed that currently seems to have three clusters of organizations – possibly three competing archetypes – namely, the traditional professional partnership, the specialized ‘Star’ form and the corporate global professional network, or GPN.     

Service Personnel,Technology, and Their Interaction in Influencing Customer Satisfaction*

Managing both the technologies and the personnel needed for providing high‐quality, multichannel customer support creates a complex and persistent operational challenge. Adding to this difficulty, it is still unclear how service personnel and these new communication technologies interact to influence the customer's perceptions of the service being provided. Motivated by both practical importance and inconsistent findings in the academic literature, this exploratory research examines the interaction of media richness, represented by three different technology contexts (telephone, e‐mail, and online chat), with six customer service representative (CSR) characteristics and their influences on customer satisfaction. Using a large‐sample customer survey data set, the article develops a multigroup structural equation model to analyze these interactions. Results suggest that CSR characteristics influence customer service satisfaction similarly across all three technology‐mediated contexts. Of the characteristics studied, service representatives contribute to customer satisfaction more when they exhibit the characteristics of thoroughness, knowledgeableness, and preparedness, regardless of the richness of the medium used. Surprisingly, while three other CSR characteristics studied (courtesy, professionalism, and attentiveness) are traditionally believed to be important in face‐to‐face encounters, they had no significant impact on customer satisfaction in the technology‐mediated contexts studied. Implications for both practitioners and researchers are drawn from the results and future research opportunities are discussed.     

Optimal Price and Quantity of Refurbished Products

Many retail product returns can be refurbished and resold, typically at a reduced price. The price set for the refurbished products affects the demands for both new and refurbished products, while the refurbishment and resale activities incur costs. To maximize profit, a manufacturer in a competitive market must carefully choose the proportion of returned products to refurbish and their sale price. We model the sale, return, refurbishment, and resale processes in an open queueing network and formulate a mathematical program to find the optimal price and proportion to refurbish. Examination of the optimality conditions reveals the different situations in which it is optimal to refurbish none, some, or all of the returned products. Refurbishing operations may increase profit or may be required to relieve a manufacturing capacity bottleneck. A numerical study identifies characteristics of the new product market and refurbished products that encourage refurbishing and some situations in which small changes in the refurbishing cost and quality provoke large changes in the optimal policy.     

The wireless network jamming problem

In adversarial environments, disabling the communication capabilities of the enemy is a high priority. We introduce the problem of determining the optimal number and locations for a set of jamming devices in order to neutralize a wireless communication network. This problem is known as the wireless network jamming problem. We develop several mathematical programming formulations based on covering the communication nodes and limiting the connectivity index of the nodes. Two case studies are presented comparing the formulations with the addition of various percentile constraints. Finally, directions of further research are addressed.     

Three explanations of marital status differences in suicide rates: social integration, marital status integration, and the culture of suicide

Our first goal is to link empirical measures of three theoretical explanations of marital status differences to the variation in male and female standardized suicide difference coefficients SSDCs in 12 developed countries, circa 1960. We include predictors of Durkheim's social integration hypothesis, Gibbs and Martin's concept of marital status integration, and norms on suicide acceptability. All three are significantly related to variation in male and female SSDCs. The second goal is to examine how our empirical indicators impact age-specific differences in the male minus female SSDC--differences that vary by age in all 12 of our study populations. The strongest predictor of these differences is the male minus female difference in the percent married.     

Spirituality and the care of patients at the end-of-life: an essential component of care

Spirituality is an essential component of the care of patients with serious illness and those that are dying. Dame Cicely Saunders developed the hospice movement based on the biopsychosocialspiritual model of care, in which all four dimensions are important in the care of patients. Of all the models of care, hospice and palliative care recognize the importance of spiritual issues in the care of patients and their families. The National Consensus Project Guidelines for Quality Palliative Care, in the United States, provides specific recommendations about all domains of care including the spiritual domain, which is recognized as a critical component of care (The National Consensus Project for Quality Palliative Care www.nationalconsensusproject.org). Studies indicate that the majority of patients would like their spiritual issues addressed, yet find that their spiritual needs are not being met by the current system of care. Interestingly, spirituality is the one dimension that seems to get slightly less emphasis than the biopsychosocial dimensions of care. Some reasons may include the difficulty with definitions of spirituality for clinical and research purposes, the time constraints and financial burdens in the current healthcare system in the United States, and the lack of uniform training for all healthcare professionals. Yet, there are theoretical and ethical frameworks that support spiritual care as well as some educational models in spirituality and health that have been successful in medical education in the United States. Spirituality can be seen as the essential part of the humanity of all people. It is at its root, relational and thus forms the basis of the altruistic care healthcare professionals are committed to. Spirituality has to do with respecting the inherent value and dignity of all persons, regardless of their health status. It is the part of humans that seeks healing, particularly in the midst of suffering. Spiritual care models are based on an intrinsic aspect that calls for compassionate presence to patients as well as an extrinsic component where healthcare professionals address spiritual issues with patients and their loved ones. Currently in the healthcare system, evidence-base models are the criteria for practice recommendations. Yet, spirituality may not be amenable entirely to strict evidence-base criteria. As hospice and palliative care continues to develop as a field, healthcare professionals are challenged to think of ways to advocate for and include the spiritual dimension of care.     

Idiocentrism, allocentrism, psychological well being and suicidal ideation: a cross cultural study

The present study examined the relationship between idiocentrism, allocentrism, psychological well being (self-esteem, depression, and social support), and suicidal ideation among 283 American college students and 343 Chinese college students. Idiocentrism was correlated with high self-esteem, high depression, and low social support, but the relationships were more likely to be significant for women than for men in both cultures. Allocentrism was primarily related to social support. As predicted, high levels of suicidal ideation were correlated with more idiocentrism, but only for women. Allocentrism was related to lower levels of suicidal ideation in both cultures, but the relationship was small. As suicide prevention may start from suicidal ideation treatment, the treatment of suicidal ideation may have to take into account cultural and personal characteristics, such as idiocentrism.