Jacquelyn Boone James, Sharon McKechnie, Jennifer Swanberg and Elyssa Besen
– The purpose of this paper is to explore the relationship between employee perceptions of unfair treatment of older workers and employee engagement.
Abstract
Purpose
The purpose of this paper is to explore the relationship between employee perceptions of unfair treatment of older workers and employee engagement.
Design/methodology/approach
In a sample of over 4,500 workers, ages 18-94, from a retail workforce across three regions of the USA, the authors examine the relationship between perceptions that older workers are less likely to be promoted and employee engagement, using multilevel mixed effects linear regression models. The authors also examine whether the relationship is different if older workers were seen as fit for promotion, and whether discrimination is: intentional (fit, but less likely to be promoted) or unintentional (unfit, and less likely to be promoted).
Findings
Results indicate that perceived discrimination is related to lower levels of employee engagement among workers of all ages. Findings also suggest that for older workers, there is a more negative relationship between unintentional discrimination and employee engagement, while for younger workers the relationship is more negative for intentional discrimination.
Research limitations/implications
Age discrimination is a critical issue for managerial psychology. While the authors' study is limited to one organization, the idea of unintentional discrimination may make it easier for managers to recognize and challenge discriminatory attitudes and behaviors in less threatening ways.
Originality/value
As older workers of today may not exit the workforce in predictable ways, there is a need to understand potential barriers to continued work. Traditional measures of stereotypes and perceptions of older workers are used here for the first time to construe intentional and unintentional discrimination, which may be one such barrier.
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Dohyun Ahn, Yunjae Cheong and Kihan Kim
This study examines a way to enhance the effectiveness of commercials embedded in the telecasts of megasporting events. We hypothesise that embedded commercials are more likeable…
Abstract
This study examines a way to enhance the effectiveness of commercials embedded in the telecasts of mega sporting events. We hypothesise that embedded commercials are more likeable when the cues of the commercials match the motivations induced by the telecasts of sports games. Specifically, we posit that the telecasts of mega-sporting events induce motives of relatedness (rather than motives of competence) and that the advertisements embedded in these telecasts will be more effective when they appeal to the relatedness motive. The results support this hypothesis. Theoretical and practical implications are discussed and future research directions are provided.
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Mónika Anetta Alt, Zsuzsa Săplăcan, Botond Benedek and Bálint Zsolt Nagy
Digital technology is revolutionizing insurance distribution allowing the insurer companies to reach customers via multichannel. The aim of this study is to segment potential…
Abstract
Purpose
Digital technology is revolutionizing insurance distribution allowing the insurer companies to reach customers via multichannel. The aim of this study is to segment potential customers of life insurance based on their information search, purchasing channels and personal characteristics in the digital environment.
Design/methodology/approach
The study uses cross-sectional research survey. In total, 422 questionnaires were collected through a convenience sample of the Romanian population. The data was segmented based on consumer information touchpoints (online vs offline), purchase channel preference (offline by a professional vs online by a standardized platform) and personal characteristics (age, marital status and children).
Findings
The channel segmentation analysis revealed that information channel preferences are the most important clustering variables, followed by purchase channel preferences, marital status, having children and age. Four distinct segments were identified: young fully offliners (23.7%), mature fully offliners (31.5%), committed online searchers (23.2%) and cross-channel onliners (21.6%).
Practical implications
Insurance companies should adapt their communication and distribution strategy based on multichannel segmentation and should focus on digital touchpoints with costumers.
Originality/value
Firstly, the paper reveals multichannel and hybrid segmentation for life insurance. Secondly, it extends the already studied retail channels with search engines and companies' websites. Thirdly, it extends the behavioural variables for channel segmentation with technology acceptance behaviour, attitude towards life insurance, knowledge about life insurance, attitude towards personal selling and quality appraisal of online information sources.
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Water‐borne coatings Increasing use of water‐borne emulsion coatings for original equipment manufacturers (OEM) and product finishes is requiring greater efficiency in…
Abstract
Water‐borne coatings Increasing use of water‐borne emulsion coatings for original equipment manufacturers (OEM) and product finishes is requiring greater efficiency in coalescing‐aid solvents, an Eastman Chemical Co. representative said at a recent Chicago Society for Coatings Technology meeting. Eastman's Ronald K. Litton said emulsions designed for OEM and industrial applications have higher glass transition temperatures than emulsions used in architectural paints. That requires higher levels of coalescing aid to achieve good film formation. As a result, coalescing‐aid efficiency with a given emulsion system is a key factor, both from environmental (lower‐volatile organic compound (VOC)) and economic standpoints. Several properties should be examined when a coalescing aid is selected for water‐borne emulsion industrial coatings. The formulator should consider the evaporation rate and solubility parameter of the coalescing aid, along with its distribution pattern in a specific emulsion system. Those properties are important in defining the efficiency of a coalescing aid in terms of its ability to lower the minimum film‐forming temperature (MFFT) of an emulsion system. The coalescing aids also must be hydrolytically stable to provide minimum loss of efficiency due to ageing, Litton said. He showed several charts designed to assist formulators in the selection of optimum coalescing aids for emulsion systems. At the same conference, James T.K. Woo of The Glidden Co. discussed the grafting of high‐molecular‐weight epoxy resins with styrene‐methacrylic acid monomers, producing a water‐reducible copolymer. Grafting takes place at the aliphatic carbons of the epoxy resin, according to carbon‐13 NMR spectroscopy. The study was a follow‐up to a paper presented 14 years ago. Woo said recent research indicates that five grafting “peaks” were identified on a 400 megacycle carbon‐13 nuclear magnetic resonance spectroscopy instrument. The paper provided several theoretical calculation on grafting. Three of the graft peaks resulted from grafting at the secondary methylene carbons ‐CH2‐ and two resulted from grafting at the tertiary carbon ‐CH‐. The ratio of grafting at ‐CH2‐ to ‐CH‐appears to be 2.7:1 — lower than the 4:1 ratio of protons present on the aliphatic carbons that are susceptible to hydrogen abstraction leading to grafting. That indicates that the tertiary hydrogen is somwhat more susceptible to grafting than the methylene hydrogens, he said.
Mary Loonam and Deirdre O'Loughlin
The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish…
Abstract
Purpose
The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e‐banking interactions and experiences in addition to assessing the dimensions critical to e‐banking service quality.
Design/methodology/approach
A purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product‐related knowledge.
Findings
Despite commonalities between traditional service quality and e‐banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e‐dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e‐banking service provision. Based on an extant review of the literature ten e‐service dimensions were proposed and evaluated empirically in the context of e‐banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e‐banking dimensions relating to the service process.
Originality/value
The paper contributes to previous research by adding to existing knowledge regarding what constitutes e‐banking service and the determinants critical to e‐banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.
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Anna Farmaki, Elena Spanou and Prokopis Christou
Following Airbnb’s recent turn to the luxury market, this paper aims to explore how Airbnb hosts construct meanings of luxury as enacted in their hosting practices.
Abstract
Purpose
Following Airbnb’s recent turn to the luxury market, this paper aims to explore how Airbnb hosts construct meanings of luxury as enacted in their hosting practices.
Design/methodology/approach
Semi-structured interviews with 46 Airbnb hosts were undertaken using purposing sampling.
Findings
Study findings reveal that social and personal meanings of luxury manifest in host practice, with “home feeling” representing the epicentre of the luxury peer-to-peer (P2P) accommodation experience.
Research limitations/implications
Although this study draws from host views, it represents a first attempt to empirically examine perceptions and applications of luxury within P2P accommodation. The study provides a conceptual framework which may serve as a point of departure for further research into which luxury service dimensions guests value.
Practical implications
The findings of the study carry implications to the wider hospitality context. Specifically, hospitality practitioners need to reconceptualize luxury hospitality provision to promote a “homotel” accommodation model which highlights the offering of physical and social luxury dimensions in addition to elements of personalized service and home-like hedonic benefits.
Originality/value
The study offers a conceptual framework of the luxury P2P accommodation servicescape, which identifies two distinct luxury offerings that may be informative to both P2P accommodation providers and hospitality practitioners.