Optimizing the Collections Process in Consumer Credit

This paper builds a dynamic programming model to optimize the collections process in consumer credit. It determines which collections actions should be undertaken and how long they should be performed, including theoretical results about the form of the optimal policy under certain conditions. Finally, a case study is described based on data from the collections department of a European bank.     

The Social Work Assessment Tool (SWAT)

This paper reports on the last of three National Hospice and Palliative Care Organization initiatives to move hospice and palliative care social workers into the patient/family outcomes arena: the development of the Social Work Assessment Tool. The experience of a team of practitioners and researchers is described, including results of two pilot studies and subsequent SWAT revisions. The major focus is on the current model performance improvement project, in which 19 social workers from 14 hospice and palliative care programs used the SWAT with 101 patients and 81 primary caregivers for a median of 44 days. Quantitative analysis indicated significant improvement in SWAT scores for patients from the first to the second social work visit (t = -2.60, df = 47, p .01). Qualitative interviewing of the social workers indicated some lack of readiness in the field to conduct quantitative outcomes measurement. Additional measures are needed in addition to the SWAT, including qualitative measures, and measures of mezzo and macro practice. Participants indicated that the SWAT was appropriate for use with economically and culturally diverse clients.     

A note on Bayesian estimation of traffic intensity in single-server Markovian queues

ABSTRACT

In queuing theory, a major interest of researchers is studying the behavior and formation process and analyzing the performance characteristics of queues, particularly the traffic intensity, which is defined as the ratio between the arrival rate and the service rate. How these parameters can be estimated using some statistical inferential method is the mathematical problem treated here. This article aims to obtain better Bayesian estimates for the traffic intensity of M/M/1 queues, which, in Kendall notation, stand for Markovian single-server infinity queues. The Jeffreys prior is proposed to obtain the posterior and predictive distributions of some parameters of interest. Samples are obtained through simulation and some performance characteristics are analyzed. It is observed from the Bayes factor that Jeffreys prior is competitive, among informative and non-informative prior distributions, and presents the best performance in many of the cases tested.     

Call centres and job satisfaction in Italy: employment conditions and socio-biographical patterns

ABSTRACT

The article examines job satisfaction in 21 Italian call centres. The results of research carried out on 1715 handlers indicate how dissatisfaction prevails among call centre representatives (CCRs) and how it is influenced by aspects related to some organisational characteristics (service delivered, size and organisational typology), on one side, and to different aspects of working conditions (contract, wage and tenure) and participants’ biographical and working profiles of CCRs (gender, age, educational attainment), on the others. However, the most interesting finding emerges by distinguishing different dimensions of job satisfaction (extrinsic and intrinsic-relational). In particular, the relationship between type of contract and job satisfaction is rather interesting. For non-permanent workers, in fact, the probability of being dissatisfied is decidedly greater if we consider the extrinsic dimension of job satisfaction. Instead, when the intrinsic-relational dimension is taking into account, atypical workers are no more dissatisfied than the permanent ones. Job insecurity and limited perspectives in terms of work alternatives, safeguards and rewards, seem to be the source of greatest dissatisfaction for Italian CCRs. This certainly does not surprise considering the Italian development model and its dualistic labour market, highly segmented between insiders and outsiders.     

Indicators for European Union Policies. Business as Usual?

This paper looks at the role of statistics-based knowledge in the making of EU policy. We highlight shortcomings in the use of statistical indicators made in the course of the Lisbon strategy, ended in 2010. In our opinion the shortcomings are: (i) The paradox of the coexistence within the same European Commission of two holistic frameworks: the Structural Indicators and the Sustainable Development Indicators. One does not understand which of these two systems is taken to measure the overall policy performance of the European Union. (ii) A communication issue whereby the Lisbon strategy and its offspring EU 2020 are not communicated (Lisbon is to the average citizen the capital of Portugal) and are especially not communicated in relation to existing statistical indicators of good quality, against the opinion of academicians that transparency and accountability based on sound statistics favour democracy and participation. We illustrate the reasons that lead us to see these points as problematic and offer suggestions on how these should be tackled in line with the practices developed in the Open Method of Coordination. The danger is that in the absence of a debate on the issue, these shortcomings be perpetuated in the EU 2020 strategy.     

Population Density is a Key Factor in Declining Human Fertility

In studying the complex determinants of human fertility, social scientists have given little attention to population density, although reproduction has been shown to be density-dependent for a wide variety of other species. Using fixed effects models on the time series of 145 countries and controlling for key social and economic variables, we find a consistent and significant negative relationship between human fertility and population density. Moreover, we find that individual fertility preferences also decline with population density. These findings suggest that population density should be included as a variable in future studies of fertility determinants.

“Chemophobia” Today: Consumers’ Knowledge and Perceptions of Chemicals

This mixed‐methods study investigated consumers’ knowledge of chemicals in terms of basic principles of toxicology and then related this knowledge, in addition to other factors, to their fear of chemical substances (i.e., chemophobia). Both qualitative interviews and a large‐scale online survey were conducted in the German‐speaking part of Switzerland. A Mokken scale was developed to measure laypeople's toxicological knowledge. The results indicate that most laypeople are unaware of the similarities between natural and synthetic chemicals in terms of certain toxicological principles. Furthermore, their associations with the term “chemical substances” and the self‐reported affect prompted by these associations are mostly negative. The results also suggest that knowledge of basic principles of toxicology, self‐reported affect evoked by the term “chemical substances,” risk‐benefit perceptions concerning synthetic chemicals, and trust in regulation processes are all negatively associated with chemophobia, while general health concerns are positively related to chemophobia. Thus, to enhance informed consumer decisionmaking, it might be necessary to tackle the stigmatization of the term “chemical substances” as well as address and clarify prevalent misconceptions.     

Student budgets and widening participation: Comparative experiences of finance in low and higher income undergraduates at a northern red brick university

Drawing on a thematic analysis of longitudinal qualitative data (n_total = 118), this article takes a “whole student lifecycle” approach to examine how lower and higher income students at an English northern red brick university variously attempted to manage their individual budgets. It explores how students reconcile their income—in the form of loans, grants, and bursaries—with the cost of living. Four arenas of interest are described: planning, budgeting, and managing “the student loan”; disruptions to financial planning; the role of familial support; and strategies of augmenting the budget. In detailing the micro‐level constraints on the individual budgets of lower and higher income undergraduates, the article highlights the importance of non‐repayable grants and bursaries in helping to sustain meaningful participation in higher tariff, more selective, higher education institutions. It also supports an emerging body of literature that suggests that the continuing amendments to the system of funding higher education in England are unlikely to address inequality of access, participation, and outcome.     

Creating a positive emotional culture: Effect of internal communication and impact on employee supportive behaviors

The study surveyed 506 employees in the United States to test the effect of internal communication (i.e., corporate-level symmetrical and leadership-level responsive communications) on fostering a positive emotional culture characterized by companionate love, joy, pride, and gratitude. In addition, we tested the interplay between corporate internal communication and a positive emotional culture and its influence on supportive employee behaviors, specifically, organizational citizenship behavior (OCB) and employee advocacy. Results indicated that symmetrical communication and responsive leadership communication cultivated a positive emotional culture in organizations. Such culture also fostered employee OCB and advocacy. Moreover, corporate symmetrical communication directly and positively influenced employee OCB. Finally, this study found that employee OCB positively affected employee advocacy. The theoretical and practical implications of the findings for public relations scholars and practitioners were discussed.