Thouraya Gherissi‐Labben, Roland Schegg and Jamie Murphy
This research replicates and extends Frey et al. (2003), using a typical e‐mail query to investigate e‐mail customer service by 260 Tunisian hotels. Based on the hotel responses…
Abstract
This research replicates and extends Frey et al. (2003), using a typical e‐mail query to investigate e‐mail customer service by 260 Tunisian hotels. Based on the hotel responses, this study found that guests had one chance in ten of receiving a reply within a day and even less chance that hotels answered the inquiry professionally, promptly, politely and personally. Diffusion of innovations failed to explain differences in responsiveness by Tunisian hoteliers but did help explain the quality of e‐mail replies. The results suggest that reply quality differs across hotel size and hotel affiliation. Hotel affiliation as well as hotel category and website presence showed no significant differences in responsiveness. Differences aside, the results highlight that Tunisian hotels can gain an immediate competitive advantage by analysing common e‐mail queries and implementing basic e‐mail procedures.
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Emilija Djurdjevic and Anthony R. Wheeler
The current chapter focuses on environmental and organizational factors that affect the performance appraisal context, performance evaluations, and rating accuracy. Drawing on the…
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The current chapter focuses on environmental and organizational factors that affect the performance appraisal context, performance evaluations, and rating accuracy. Drawing on the extant literature and focusing on current organizational practices, we propose a dynamic multi-level model of performance rating that takes these distal factors into consideration. In doing so, we also provide propositions explicating causal linkages between these distal factors, more proximal performance appraisal factors, and ultimately the accuracy of performance ratings. Furthermore, we identify current and emerging directions in performance appraisal research and practice. The implications of the current and emerging trends are then discussed in the context of our proposed model.
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The fundamental change in accounting rules for equity-based compensation (EBC) instituted by SFAS 123, SFAS 123r, and IFRS 2 has allowed for new insights related to a variety of…
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The fundamental change in accounting rules for equity-based compensation (EBC) instituted by SFAS 123, SFAS 123r, and IFRS 2 has allowed for new insights related to a variety of research questions. This paper discusses the empirical evidence generated in the wake of the new regulation and categorizes it into two broad streams. The first stream encompasses research on the changed use of EBC and the incentives provided. The second stream addresses how firms account for EBC, including the underreporting phenomenon and how it was affected by the mandatory recognition of EBC expenses. I discuss where research delivers unanimous findings versus contradictory results. Using these insights, I make recommendations for further research opportunities in the area of EBC.
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Barrie O. Pettman and Richard Dobbins
This issue is a selected bibliography covering the subject of leadership.
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This issue is a selected bibliography covering the subject of leadership.
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Outlines previous research on the role of executive compensation contracts in reducing conflicts of interest between ownership and control; and develops hypotheses on the effects…
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Outlines previous research on the role of executive compensation contracts in reducing conflicts of interest between ownership and control; and develops hypotheses on the effects of chief executive officer stock options and share ownership on subsequent firm performance. Suggests that since options do not create losses when share prices decline, they encourage more risk taking than share ownership. Explains the methodology used to test these ideas on 1994‐1996 data for a sample of large US firms and presents the results, which suggest that both stock options and share ownership are positively linked to later firm performance but that the link is stronger for ownership in high risk situations, but lower performance where risk is high. Considers the implications for corporate governance and consistency with other research; and calls for further research.
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Adam J. Vanhove, Tiffany Brutus and Kristin A. Sowden
In recent years, a wide range of psychosocial health interventions have been implemented among military service members and their families. However, there are questions over the…
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In recent years, a wide range of psychosocial health interventions have been implemented among military service members and their families. However, there are questions over the evaluative rigor of these interventions. We conducted a systematic review of this literature, rating each relevant study (k = 111) on five evaluative rigor scales (type of control group, approach to participant assignment, outcome quality, number of measurement time points, and follow-up distality). The most frequently coded values on three of the five scales (control group type, participant assignment, and follow-up distality) were those indicating the lowest level of operationally defined rigor. Logistic regression results indicate that the evaluative rigor of intervention studies has largely remained consistent over time, with exceptions indicating that rigor has decreased. Analyses among seven military sub-populations indicate that interventions conducted among soldiers completing basic training, soldiers returning from combat deployment, and combat veterans have had, on average, the greatest evaluative rigor. However, variability in mean scores across evaluative rigor scales within sub-populations highlights the unique methodological hurdles common to different military settings. Recommendations for better standardizing the intervention evaluation process are discussed.
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James J. Murphy, Nomin Batmunkh, Benjamin Nilsson and Samantha Ray
Shang and Croson (2009) found that providing information about the donation decisions of others can have a positive impact on individual donations to public radio. In this study…
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Shang and Croson (2009) found that providing information about the donation decisions of others can have a positive impact on individual donations to public radio. In this study, we attempted to replicate their results, but found no evidence that social information affected donation decisions. However, most of our donors were renewing members, a group which Shang and Croson also found was not influenced by social information.