Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?

Many firms have recently adopted virtual channels, based most notably on the Internet and the phone, to complement the delivery of services to their customers by their existing physical facilities. The success of such multichannel (MC) strategies relies on the alignment of service design decisions—namely those concerning the allocation of service activities to virtual channels—with customers’ MC behavior. Although prior studies have looked at the intensity with which customers use virtual channels, they have not addressed virtual channel use for different types of service activities. In our study, we investigate whether customers’ use of virtual channels for MC services varies with the type of service activities they engage in, and if so, in what way. In doing so, we address two objectives. First, we investigate the impact of accessibility to the physical channel on the degree of use of virtual channels (Internet and phone, aggregated) for different types of activities. Second, we look at channel preferences (Internet vs. phone) for different types of activities when customers do resort to virtual channels to conduct activities. To address our objectives, we develop and test hypotheses regarding customers’ use of virtual channels based on the match between activity attributes (complexity and volume) and channel attributes (access efficiency, interface efficiency, interface richness). Using data from a MC bank, we find that the impact of accessibility to physical channels (specifically, customer distance) on customers’ use of virtual channels, as well as the relative use of Internet versus phone, depend on the type of activities.     

Community-Based Services and Depression from Person-Environment Fit Perspective: Focusing on Functional Impairments and Living Alone

ABSTRACT

Guided by the Person-Environment Fit perspective, we investigated the extent to which personal and environmental factors influence depression among community-dwelling adults. The data came from the special section about community-based service utilization in the 2012 Health and Retirement Study (N=1,710). Although community-based service was not significantly associated with depression after controlling for covariates, respondents with functional limitations and living alone were less likely to be depressed when using community-based services. This study demonstrates the different associations between community-based services and depression depending on personal needs. It discusses the importance of community-based services for aging-in-place policy, particularly among vulnerable populations.     

Marginal models for the association structure of hierarchical binary responses

Clustered binary responses are often found in ecological studies. Data analysis may include modeling the marginal probability response. However, when the association is the main scientific focus, modeling the correlation structure between pairs of responses is the key part of the analysis. Second-order generalized estimating equations (GEE) are established in the literature. Some of them are more efficient in computational terms, especially facing large clusters. Alternating logistic regression (ALR) and orthogonalized residual (ORTH) GEE methods are presented and compared in this paper. Simulation results show a slightly superiority of ALR over ORTH. Marginal probabilities and odds ratios are also estimated and compared in a real ecological study involving a three-level hierarchical clustering. ALR and ORTH models are useful for modeling complex association structure with large cluster sizes.     

Ice pack induced perineal analgesia after spontaneous vaginal birth: Randomized controlled trial

Background

Ice-pack is widely used for alleviating postpartum perineal pain sustained after birth related perineal trauma. However, it lacks robust evidence on timing and frequency of applications, to ensure the effective and safe use of this therapy.

Semiparametric estimator for a secondary analysis with correlated outcomes

ABSTRACT

Researchers are often required to reuse data that have been collected and analyzed for other purposes. Issues may arise if the outcome of this secondary study is related to the outcome of the first study and traditional methods may fail to deliver a consistent estimate. Here we propose a semiparametric approach that takes this correlation into account and produces asymptotically consistent and normally distributed estimates. We discuss its performance through simulations and apply the proposed method to a real dataset.     

New Bootstrap Applications in Supervised Learning

Some bootstrap and boosting methods for problems related to classification are introduced in this article. The first method chooses better boosting weights by using a bootstrap search algorithm. The second method is a good way to define a classification frontier. A new formulation for boosting in linear discriminant analysis is given. Since in this new formulation the uncertainty is represented by the weighted covariance matrix, it is more appropriate from the conceptual point of view. Simulation results show that the proposed methods perform well in data analysis.     

Beliefs and expectations of family and nursing home care among Mexican-origin caregivers

This study examined perceptions of family care, nursing homes, and expectations of future care among 85 Mexican-origin women caregivers, some who lived in Mexico City and some who lived in East Los Angeles, California (East LA). Attitudes of Mexican-born women—living in Mexico City and in East LA—were more similar to each other than those of U.S.-born women. Most caregivers reported a preference for family care and had negative views of institutional care. In addition, despite the negative views about nursing homes, some caregivers expressed a willingness to seek nursing-home care for themselves so as to avoid burdening their children in the future. Findings lend support to the persistence of Mexican cultural values in this sample of Mexican-origin caregiving women, regardless of where they were born.     

Multiplicative rates model for recurrent events in case-cohort studies

Lifetime Data Analysis - In large prospective cohort studies, accumulation of covariate information and follow-up data make up the majority of the cost involved in the study. This might lead to the...     

Organisational Identity of Social Enterprises: A Taxonomic Approach

VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations - This paper describes an exploratory study aiming to investigate the existence of distinct groups of social enterprises...