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.     

Semi-structured interview protocol for constructing logic models

This paper details a semi-structured interview protocol that evaluators can use to develop a logic model of a program's services and outcomes. The protocol presents a series of questions, which evaluators can ask of specific program informants, that are designed to: (1) identify key informants basic background and contextual information, (2) generate logic model elements, (3) model program inputs, activities, outputs, and outcomes, (4) build a rational theory, (5) develop a program theory, (6) prioritize logic model elements, and (7) build a graphical or tabular logic model. The paper will also provide an example of how this approach was used to develop a logic model for a youth mentoring program. It is our hope and belief that with this interview protocol, novice evaluators will be able to generate comprehensive logic models like seasoned professional evaluators.     

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...     

From the "terrain" to "territory": which contributions from mobility and bus drivers' activity towards local development?

The focus of the present analysis is on the work of drivers in the public road passenger transportation sector in Portugal and on its specific contribution to local development. This approach dissociates itself from the one that places mobility as a "paradigm" of the contemporary societies and considers that the increase in mobility registered in the latter years is, in itself, revealing of development. For field work, a public transportation line, in an urban context, and a network of lines, in a rural context were chosen. In each of these contexts, the drivers' work was analyzed in real situations and semi-structured interviews were held with 16 of them: ten drivers in an urban context and six in a rural context. Considering the point of view of the work activity, enabled us to abandon the dominant perspectives that tend to highlight the social inequality of the mobility conditions (between those who use a private vehicle and those who need to use public transportation), to reflect on the characteristics of the mobility spaces which benefit or limit it, contributing to other inequalities. What is the importance of the space for mobility besides its support? How is it considered in the drivers' work?     

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.     

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.     

Parental marital disruption and intergenerational transfers: An analysis of lone elderly parents and their children

Although one of the most marked demographic trends observed over the twentieth century is the increased rate of divorce, relatively little research has explored the effects of these changing marital patterns in the context of an aging society. Using a sample of lone elderly parents and their adult children, we analyze the direct and indirect effects of marital disruption on four important dimensions of intergenerational transfers: coresidence, financial assistance, adult children's provision of informal care, and parental purchase of paid care. Our findings suggest that divorce has deleterious effects on intergenerational transfers, particularly for elderly fathers. Remarriage further reduces exchange. Our results reveal that parents engage in lower levels of transfers with stepchildren relative to biological children. Moreover, intergenerational transfers are sensitive to characteristics of biological children but not to those of stepchildren. Taken together, these results suggest that exchange at the end of the life course continues to be adversely affected by marital disruption.     

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.