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.     

Marketing as an Investment in Shareholder Value

We present resource‐based and capability‐based arguments of marketing investment intensity to offer a strategic view of marketing as an investment in shareholder value. We find that marketing investment intensity has a U‐shaped quadratic effect on shareholder value creation (Tobin's q) that calls for marketing investment to be protected and increased, not surrendered. We show how marketing investments interact with investments in R&D, human capital and operations to reveal how strategic co‐investments can alter the shareholder value of marketing. Finally, we show how competitive intensity and failings in the firm's investment productivity (its ability to convert investment expenditure into sales) point to malaise in the firm's own strategic architecture as a fault for perceived poor returns from marketing investments. Our findings suggest that marketing investment should not be scapegoated when its contributions to shareholder value are not as expected. When invested in strategically and in combination with other investments, marketing can unlock exciting improvements in shareholder value.     

Stream restoration in Andean cities: learning from contrasting restoration approaches

Urban Ecosystems - The Andes region is one of the fastest urbanizing regions of the world. The current rate of environmental degradation of streams in this region create an urgent need for...     

Longitudinal Factor Analysis of Public Expenditure Composition and Human Development in Brazil After the 1988 Constitution

The way public policies are managed in Brazil has changed since the 1988 Federal Constitution. This study aimed to identify how changes in the structure of public expenditure composition at Brazilian federal states influenced local human development in these states. The states’ public expenditures were categorized according to their nature as spending indices whereas human development was measured through a human development index (HD). To verify the relationships between these variables, an accounting-social theoretical model was created and estimated through latent growth modeling (LGM). The LGM measurement period comprised five administration cycles of the Brazilian states (1988–2011). Variables were measured on data of the second year of state government term; their mean initial values and growth rates were recorded. Results show that, influenced by policies of centralized regulation promoted by the federal government, only the social spending growth rates had statistically significant effect on the human development growth rate, although not considered of great magnitude. Among mean initial values, the most significant was that of minimum spending (SIm), which denotes the direct impact of the Fiscal Accountability Law [Lei de Responsabilidade Fiscal, in Portuguese] on human development improvements. The mean initial value of economic spending also showed a positive and significant effect on HD growth rate.     

A nursing tool for adherence and recovery in psychosis: a pilot study

Clients with psychotic disorders are at great risk for relapse and rehospitalization. This risk is magnified by poor adherence to medications, as well as refusal to accept optimal treatment planning, including more beneficial atypical medications. Adherence can be even more compromised because of clients' poor insight into these illnesses and their inability to recognize the potential for recovery that exists when taking medications as prescribed. This poor insight makes effective collaboration in treatment more difficult and is an exceptionally troubling impediment to successful treatment. Currently, there are few effective strategies to improve insight into psychosis. We have developed the Levels of Recovery from Psychotic Disorders Scale (LORS) as a teaching tool. It is designed to identify strengths and weaknesses in insight in order to provide the basis for an intervention to enhance and promote change. This article reviews the relevant literature on adherence and insight in this population of clients with psychotic disorders. It also reviews a pilot study comparing the LORS to the BASIS-32. The findings provide the basis for future studies using the LORS to enhance insight, adherence, and recovery.     

Work Attitudes,Work Conditions and Hours Constraints: An Explorative,Cross‐national Analysis

In this paper, individuals’ desire to work more or less than they actually do (hours constraints) is analysed in nine OECD countries using data from the 1989 International Social Survey Program (ISSP). Our results show that hours constraints deviate substantially from country to country. However, in all countries, the proportion of individuals wanting to work more (and earn more) than they actually do is larger than the fraction of workers wanting to work less (and earn less). Socio‐economic and demographic characteristics, work attitudes, and work conditions have a significant effect on hours constraints.     

Waste identification diagrams

Value Stream Mapping (VSM) is a very popular tool in lean environments to represent production flows, mapping value stream of a product or family of products, and helps to identify some types of waste. Although very popular, this tool has some limitations as already described in many publications, especially in terms of restrictions in showing most types of waste as well as in its inability to represent various production routes. The purpose of this study is to introduce the waste identification diagram (WID), a new tool to represent production units with its different forms of waste, which overcomes some VSM limitations. The originality of WID comes from the use of its symbols’ dimensions to convey, in a visual and immediate way, relevant information about a production unit. In this paper, WID is applied on a production unit of a lift manufacturer, for testing its performance and comparing it to VSM. The main findings are that WID is in general more effective than VSM in terms of representation of complex production units and in terms of identification of more forms of waste. WID must however overcome some of its limitations such as the lack of information-flow representation and the links to suppliers and clients.     

Accounting for the value of volunteer contributions

There is a need for an accounting paradigm that properly illustrates the value that nonprofits generate. Much of that value comes from volunteer contributions, which are significant but for the most part are not included in financial accounting statements, even though our research indicates that they account for almost a third of the value added by these organizations. This article reports the results of two studies related to measuring volunteer value in the accounting of nonprofits and then draws some policy implications from the research. The first study, a survey of 156 nonprofits in Canada, found that although about one‐third of the sample kept records of volunteer hours, only 3 percent included a value for them in their accounting statements. The second study, of nonprofit accountants, found that they did not feel that financial accounting statements properly represented the contribution of their organizations. A series of policy recommendations are presented, including suggestions for revising the regulations of accounting bodies for imputing volunteer value and creating accounting statements that better represent the contribution of nonprofits.     

The Fabricare system: a multi-agent-based scheduling prototype

Several trends in society in general, and manufacturing in particular, have changed the way business was made in the last decades of the 20th century, setting new requirements for companies and individuals. The research question being addressed in this paper is concerned with the ability to build computer-supported manufacturing systems able to cope with current and future requirements. For this matter, a hypothesis based on the holonic and multi-agent paradigms is proposed. The paper describes a holonic architecture for manufacturing enterprises and a prototype system (named Fabricare) for manufacturing orders scheduling based on that architecture. A negotiation mechanism called ‘contract net with constraint propagation protocol’ was developed for regulating the interaction between holons in the system. This protocol also implements a negotiation-driven scheduling procedure.