THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY

This paper opens a new avenue for investigation of quality issues in services. We take the viewpoint that a substantial portion of service failures is the result of human error in the delivery process. Drawing upon the Generic Error Modeling System (gems) from the cognitive science literature, we develop a framework for understanding the role of human error in service failures. An empirical investigation assesses the applicability of this framework to services, identifies which error mechanisms are important sources of service failure, and clarifies how the different roles of customers and providers affect the errors made by each.     

A COMPARISON OF PRODUCTION SCHEDULING POLICIES ON COSTS,SERVICE LEVEL,AND SCHEDULE CHANGES

We consider a single product, single level, stochastic master production scheduling (Mps ) model where decisions are made under rolling planning horizons. Outcomes of interest are cost, service level, and schedule stability. The subject of this research is the Mps control system: the method used in determining the amount of stock planned for production in each time period. Typically, Mps control systems utilize a single buffer stock. Here, two Mps dual-buffer stock systems are developed and tested by simulation. We extend the data envelopment analysis (dea ) methodology to aid in the evaluation of the simulation results, where Dea serves to increase the scope of the experimental design. Results indicate that the dual-buffer control systems outperform existing policies.     

The Auditor's Going-Concern Disclosure as a Self-Fulfilling Prophecy: A Discrete-Time Survival Analysis*

The question of how an auditor's going-concern disclosure affects a client's future operations has long troubled the auditing profession. In an attempt to provide further understanding of this issue, we introduce Discrete-Time Survival Analysis (DTSA) to examine the aftermath of 231 first-time going-concern disclosures on clients' subsequent continuance. DTSA represents a significant refinement over traditional ordinary least squares (OLS) and logistic (LOGIT) regression in that it provides not only a probability estimate, but also an estimate of the timing of the event occurrence. The addition of this extra dimension (event timing) aids decision makers by providing more complete information about event probabilities. Consistent with the “self-fulfilling prophecy effect,” the risk profiles developed from DTSA indicate that the first year subsequent to the initial going-concern disclosure was the most dangerous in terms of risk of bankruptcy. However, after the first year, the incidence of bankruptcy decreases significantly. Thus, DTSA is able to provide a richer perspective on this perplexing issue than previously considered.     

Agriculture,Pesticide Use,and Economic Development: A Global Examination (1990–2014)

Modern agricultural production typically requires large quantities of chemical pesticides, a potential source of both environmental and human harm. Previous social science research has suggested that environmental problems such as those associated with pesticide use may begin to decline at higher levels of economic development. Using fixed effects models, we examine whether this possible relationship holds within nations and over time. This study draws on data from the World Bank as well as pesticide use data from the Food and Agriculture Organization of the United Nations to examine the relationship between pesticide use and economic development within nations from 1990 to 2014. The findings are considered from theoretical perspectives in environmental sociology on the drivers of environmental impacts: the treadmill of production theory, structural human ecology, ecological modernization theory, and the environmental Kuznets curve hypothesis. The results of this study show a positive relationship between economic development and pesticide consumption over time, with no decline in use at higher levels of economic development. Thus, they generally support the claims made by treadmill of production and structural human ecology.     

Critical standpoint: Leaders of color advancing racial equality in predominantly white organizations

Organizations are often core sites for the production and perpetuation of social inequality. Although the United States is becoming more racially diverse, organizational elites remain disproportionately white, and this mismatch contributes to increasing racial inequality. This article examines whether and how leaders of color within predominantly white organizations can help their organizations address racial inequality. Our analysis uses data from a national study of politically oriented civic organizations and ethnographic fieldwork within one predominantly white organization. We draw on institutional work research, the outsider‐within concept, and insights from critical whiteness theory to explain how leaders of color can use their position and “critical standpoint” to help guide their organization toward advancing racial equality. The qualitative analysis shows how such leaders, when empowered, help their organization address race internally by (a) providing alternatives to white‐dominated perspectives, (b) developing tools to educate white members about racial inequality, and (c) identifying and addressing barriers to becoming a more racially diverse organization. The qualitative analysis also shows how leaders of color help their organization address race externally by (a) sharing personal narratives about living in a white‐dominated society and (b) brokering collaborations with organizations led by people of color. This research has implications for organizations seeking to promote social equality: Organizational leaders from marginalized status groups can help their organizations address social inequality, if those leaders possess a critical standpoint and sufficient organizational authority.     

Mapping the global football field: a sociological model of transnational forces within the world game

This paper provides a sociological model of the key transnational political and economic forces that are shaping the 'global football field'. The model draws upon, and significantly extends, the theory of the 'global field' developed previously by Robertson. The model features four quadrants, each of which contains a dominant operating principle, an 'elemental reference point', and an 'elemental theme'. The quadrants contain, first, neo-liberalism, associated with the individual and elite football clubs; second, neo-mercantilism, associated with nation-states and national football systems; third, international relations, associated with international governing bodies; and fourth, global civil society, associated with diverse institutions that pursue human development and/or social justice. We examine some of the interactions and tensions between the major institutional and ideological forces across the four quadrants. We conclude by examining how the weakest quadrant, featuring global civil society, may gain greater prominence within football. In broad terms, we argue that our four-fold model may be utilized to map and to examine other substantive research fields with reference to globalization.     

Neighborhood social capital, parenting strain, and personal mastery among female primary caregivers of children

Neighborhood social capital-resources inherent within community networks-has been identified as a potential facilitator of personal well-being. We test hypotheses concerning how neighborhood social capital moderates the influence of parenting strain on mastery (individuals' understanding of their ability to control personal life circumstances) for female primary caregivers of children. First, we test how different forms of neighborhood social capital-social support, social leverage (information exchange), informal social control, and neighborhood organization participation-modify the association between parenting strain and mastery. Second, we test whether such moderation depends on one's access to these forms via neighbor ties. Analyses of Los Angeles Family and Neighborhood Survey data (N = 765) indicate that the negative relationship between parenting strain and mastery worsens as informal social control increases. Social support and informal social control, however, buffer this parenting strain-mastery relationship when caregivers have stronger ties to neighbors. Our findings implicate mechanisms of "negative social capital" and warrant more nuanced considerations of neighborhood social capital's health-promoting potential.     

The Contours of Identity: Relational Dynamics in the Psychotherapy of Long-Term Mental Illness

After the waves of change resulting from the biological revolution in psychiatry gradually receded, interpersonal approaches to the study of serious mental illness, long in decline, once again regained currency. The renewed emphasis on subjectivity, spurred in large measure by the burgeoning recovery movement, brought the lived experience of illness to the forefront of research. However, inquiries into psychotherapy paid little heed to the interior world of therapists immersed in the longterm treatment of severe mental illness. Their experiences failed to garner much attention despite the adoption of intersubjective perspectives in broader interpretations of psychotherapy. The purpose of this essay is to look anew at the dynamics that arise in the psychotherapy of major mental illness and recast light on the struggles of both clients and clinicians through an intensive case presentation exploring the contours of identity.     

Before,Now, and After: Assessing Hurricane Katrina Relief

We assess governmental and non-governmental responses to disasters using primary data of Hurricane Katrina survivors along the Mississippi Gulf Coast. Non-governmental sources include nonprofit relief groups, faith-based organizations, and survivors’ self-identified social networks. We assess the impact of these governmental and non-governmental relief efforts on survivors’ economic, psychological, physical, and social effects from the disaster. Our results show that social isolation significantly increases perceptions of disaster disturbance and decreases perceived rates of disaster relief. Additionally, survivors perceive that social networks provide greater sources of psychological, financial and social disaster relief than government sources. However, survivors’ social networks decay sharply in the immediate aftermath of a disaster, and they do not appear to fully recover a year from the disaster. These social networks themselves are not fully resilient to a disaster.

Advancing relationship management theory: Mapping the continuum of relationship types

Building on the literature of relationship management, this study explores the way organization type influences the nature of the organization–public relationship. Three types of organization–public relationship were examined (nonprofit organization–volunteer, retailer–consumer, and political party–member) and which were mapped to Hung's (2005) continuum of relationships, ranging from communal to exploitive. Four dimensions of the relationship were examined: trust, control mutuality, satisfaction, and commitment. Surveys were completed by 313 respondents to measure their relationships with all three organizational types. Significant differences were detected between organizations which were deemed high, medium and low in communality. Results provide insight into the role that communality plays in levels of relationship quality in the organization–public relationship.