Determining Uses and Gratifications for the Internet

Uses and gratifications (U&G) is a media use paradigm from mass communications research that guides the assessment of consumer motivations for media usage and access. It has been used previously in research and decision making related to the promotion of emerging radio and television media. Recent adaptations of U&G research to the Internet are incomplete and have not identified important new Internet‐specific gratifications. This paper empirically derives dimensions of consumer Internet use and usage gratifications among customers of a prominent Internet Service Provider (ISP). Results describe three key dimensions related to consumer use of the Internet, including process and content gratifications as previously found in studies of television, as well as an entirely new social gratification that is unique to Internet use. All three dimensions of gratification are relevant to managing the Internet as a commercial medium, and measures developed from the gratification profiles identified here can serve as trait‐valid scales in future Internet and e‐commerce research.     

Evaluating the Deming Management Model of Total Quality in Services*

This article uses the Deming management model developed by Anderson et al. (1994b) as an initial template to analyze total quality in services. While the literatures addressing quality management have developed separately for products and services, the founders of total quality portrayed this management philosophy as universally oriented. Our study first replicates two earlier studies that tested the Deming management model in manufacturing industries. Using hospitals as our unit of analysis, we realized findings similar to the earlier manufacturing studies. Next, we used contributions from the MBNQA literature to test an enhanced model. Our subsequent findings support the MBNQA concept that “leadership drives the system that creates results” and provides evidence of the ubiquitous importance of leadership for ensuring the success of a quality improvement program. Finally, an anomaly of this study and those published earlier is the inability to find support for the relationship between continuous improvement and customer satisfaction. Integrating the substantial work in the service quality literature focused on customer satisfaction measurement is recommended to future researchers to help resolve this issue and further enhance the model.     

A Newsvendor Who Chooses Informational Effort

We study a newsvendor who can acquire the services of a forecaster, or, more generally, an information gatherer (IG) to improve his information about demand. When the IG's effort increases, does the average ex ante order quantity rise or fall? Do average ex post sales rise or fall? Improvements in information technology and in the services offered by forecasters provide motivation for the study of these questions. Much depends on our model of the IG and his efforts. We study an IG who sends a signal to a classic single‐period newsvendor. The signal defines the newsvendor's posterior probability distribution on the possible demands and the newsvendor uses that posterior to calculate the optimal order. Each of the possible posteriors is a scale/location transform of the same base distribution. When the IG works harder, the average scale parameter drops. Higher IG effort is always useful to the newsvendor. We show that there is a critical value of order cost. For costs on one side of this value more IG effort leads to a higher average ex ante order and for costs on the other side to a lower average order. But for all costs, more IG effort leads to higher average ex post sales. We obtain analogous results for a “regret‐averse” newsvendor who suffers a penalty that is a nonlinear function of the discrepancy between quantity ordered and true demand.     

Leadership behavior and employee well-being: An integrated review and a future research agenda

Leadership behavior has a significant impact on employee behavior, performance and well-being. Extant theory and research on leadership behavior, however, has predominantly focused on employee performance, treating employee well-being (typically measured as job satisfaction) as a secondary outcome variable related to performance, rather than as an important outcome in and of itself. This qualitative state of the science review examines the process by which leadership behavior (i.e., change, relational, task, passive) affects employee well-being. We identify five mediator groupings (social-cognitive, motivational, affective, relational, identification), extend the criterion space for conceptualizing employee well-being (i.e., psychological: hedonic, eudaimonic, negative; and physical), examine the limited evidence for differential processes that underlie the leader behavior-employee well-being relationship and discuss theoretical and methodological problems inherent to the literature. We conclude by proposing a theoretical framework to guide a future research agenda on how, why and when leadership behavior impacts employee well-being.     

Engaging Stakeholders Through Corporate Political Activity: Insights From MNE Nonmarket Strategy in an Emerging African Market

As interest increases in the political engagement between multinational enterprises (MNEs) and emerging economy host governments, less is known about wider MNE stakeholder engagement and the development of nonmarket capabilities in institutionally fragile environments. This study investigates how MNEs engage stakeholders through corporate political activity (CPA) during the pro-market reform of Uganda's electricity generation sector. Data is collected through semi-structured interviews, archival materials and fieldwork notes, and is analyzed using an NVivo-supported grounded analytic method. We find both proactive and reactive leveraging of CPA to manage diverse stakeholders. We argue that the host government remains the most important political stakeholder in the early phases of reform, but changes in institutional and political environments necessitate strategic adaptations as the reform process progresses. These adaptations include the need for local engagement and the accommodation of multi-level stakeholder pressures. Our findings contribute to an understanding of corporate political capabilities in Africa's emerging markets, and illustrate how these capabilities can be strategically leveraged to effectively manage diverse stakeholders.     

Enterprise risk management for automation in correctional facilities with pandemic and other stressors

Real-time tracking of tool and equipment inventories is a critical function of many organizations and sectors. For prisons and correctional facilities, tracking and monitoring of assets such as cookware, hardware, keys, janitorial equipment, vocational/technical specialty tools, etc., is essential for safety, security, trust, efficiency, education, etc. The performance of automated systems for this purpose can be diminished by a variety of emergent and future sociotechnical factors alone and in combination. This article introduces a methodology for contractor evaluation and selection in acquisition of innovative asset management systems, with an emphasis on evolving system requirements under uncertainty. The methodology features a scenario-based preferences analysis of emergent and future conditions that are disruptive to the performance of the asset-control system. The conditions are across technologies, operating environments, regulations, workforce behaviors, offender behaviors, prices and markets, organizations, cyber threats, etc. The methodology addresses the influence and interaction of the conditions to disrupt system priorities. Examples include: (i) infectious disease disrupting priorities among requirements and (ii)  radio-frequency identification (RFID) and wireless-technology innovations disrupting priorities among stakeholders. The combinations of conditions that most and least matter for the system acquisition are characterized. The methodology constitutes a risk register for monitoring sources of risk to project performance, schedule, and cost throughout the system lifecycle. The results will be of interest to both practitioners and scholars engaged in systems acquisition as the pandemic interacts with other factors to affect risk, uncertainty, and resilience of organizational missions and operations.     

Of Polls, Mountains: U.S. Journalists and Their Use of Election Surveys

Polls are a prominent feature of U.S. election news coverage.Although polls are used to explain voter opinion, they are employedmostly to fuel horse-race coverage and to craft images consistentwith the candidates’ positions in the race. Moreover,U.S. journalists sometimes misinterpret polls by slighting thepossibility that changes in candidate preference are the resultof survey error rather than real change. On balance, U.S. journalists’dependence on polls adversely affects the quality of Americanelection coverage.     

A Tale of Political Trust in American Cities

This study performs a multilevel analysis of public trust inlocal government. We develop and test competing hypotheses aboutthe contextual and individual-level sources of local politicaltrust. The results show that citizens’ trust in localgovernment is shaped not only by individual-level factors butalso by city-level factors such as income inequality, ideologicalpolarization, political institutions, racial fractionalization,and size of population. Cross-level analysis further indicatesthat the effects of race on local political trust are conditionedby cities’ systems of political representation.