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Despite recognition of the importance of emotions and emotion regulation in service encounters, emotion regulation has been generally studied from an employee perspective. This study investigated customer emotion regulation behaviours (CEREBs) in face-to-face service encounters; arguing for a more nuanced approach through an emotion regulation matrix representing the playing up and downplaying of positive or negative emotions. Motivational factors and service-related situational conditions that influence the likelihood of emotion regulation were also examined.

Four focus groups and the critical incident technique method were used to obtain data from people who had interacted with service employees within the previous six months.

There was support for emotion regulation in the four facets of the emotion regulation matrix. Five CEREB dimensions, including verbal behaviours and facial expressions, were evident. Motivational factors and situational conditions that impacted on customer emotion regulation in service encounters were also identified.

The findings were based on two qualitative methods. A quantitative approach should be used to further validate the suggested framework.

Most research on emotion regulation has focused on employees. We examined the phenomenon from a customer viewpoint and in a service encounter context. As customers are not bound by employment rules and conventions, a wider range of emotion regulation behaviours were found. The study used the four-faceted emotion regulation matrix to investigate this, developing a conceptual framework that provides a foundation for future research.

Public hospitals have long been major players in the US health care delivery system. However, many public hospitals have privatized during the past few decades. The purpose of this chapter was to investigate the impact of public hospitals' privatization on community orientation (CO). This longitudinal study used a national sample of nonfederal acute-care public hospitals (1997–2010). Negative binomial regression models with hospital-level and year fixed effects were used to estimate the relationships. Our findings suggested that privatization was associated with a 14% increase in the number of CO activities, on average, compared with the number of CO activities prior to privatization. Public hospitals privatizing to for-profit status exhibited a 29% increase in the number of CO activities, relative to an insignificant 9% increase for public hospitals privatizing to not-for-profit status.

Purpose – This chapter examines how drug prescribing behavior in Taiwanese hospitals changed after the government changed reimbursement systems. In 2002, Taiwan instituted a system in which hospitals are reimbursed for drug expenditures at full price from a fixed global budget before the remaining budget is allocated to reimburse all other expenditures, often at discounted prices. Providers are thus given a financial incentive to increase prescriptions.

Methodology – We isolate the effect of this system from that of other confounding factors by estimating a difference-in-difference model to analyze monthly drug expenditures of hospital departments for outpatients during the years 1999–2006.

Findings – Our results suggest that hospital departments which use drugs more heavily as part of their regular medical care increased their drug prescription expenditures after the implementation of the global budget system. In addition, we find that the response was stronger among for-profit than not-for-profit and public hospitals.

Implications – Hospital doctors responded to the financial incentive created by the particular global budgeting system adopted in Taiwan by increasing expenditures on drug treatments for outpatients.

Using opto‐electronic industries as the example, the purpose of this paper is to include: designing reliable performance perspectives and indicators for evaluating ISO‐certified industries; and constructing a performance relationship model of those ISO‐certified industries.

This paper introduces the concept of the balanced scorecard as the performance measurement for ISO‐certified industries, and adopts structural equation modelling to verify the causal relationship amongst the performance perspectives. The paper takes three opto‐electronic companies in Taiwan as evidence cases. The valid response numbers to the survey are 177.

The research results indicate that the performance measurement indicators developed by this paper are effective in the ISO‐certified opto‐electronic industries. The evaluation indicators are comprised of five perspectives: finance, customer, internal process, learning and growing, and corporate mission. A causal relationship is found to exist among the five perspectives.

This paper uses only the opto‐electronic industry as the research case. However, different industry types can have different research findings and this will lead to different results.

Applying the proposed measurement indicators and model would aid enterprises to effectively measure the effect of being ISO‐certified, and understanding the causal relationships amongst performance perspectives. Thus, enterprises could identify all determining items of performance and use these results as a basis for further improvement.

This paper aims to establish performance measurement indicators and a relationship model for the manufacturing industry certified by ISO. A set of performance measurement indicators and a relationship model are derived. This paper has made a contribution to the academic and practical areas.

The purpose of this paper is to validate the usefulness of resource description and access (RDA) from user perspectives by implementing an RDA-based bibliographic retrieval system, and comparing it against two retrieval systems.

Surveys and interviews were conducted to gather responses from 20 subjects who used the systems. Usability was measured according to the following metrics: search usefulness from search process and results; search efficiency, measured in time and the number of steps involved; general satisfaction for search results and process, and for information need; satisfaction for search functionalities, with five sub-measures (usability of functions of search tool, appropriateness of search results, usability of additional information, usability of associative relations, and appropriateness of search categories); and system convenience in terms of understandability and ease.

The survey results indicate that all but the satisfaction for appropriateness of search categories showed significant differences between the systems. The interviews show that the RDA system received from the subjects a more positive evaluation compared to the counterpart systems, in search usefulness, search efficiency, general search satisfaction, satisfaction for search functionalities.

Though a few organizations such as the Library of Congress in the USA have implemented RDA, no such endeavors have been undertaken in the context of Korean bibliography, and especially for the systematic validation of usability of such a system from user perspectives.

This is the first published study that validates the usefulness perceived by users of RDA in the context of Korean bibliography.

This chapter differentiates the effect of solicited credit ratings (SCRs) and unsolicited credit ratings (UCRs) on bank leverage decision before and after the credit rating change. We find that banks with UCRs issue less debt relative to equity when the credit rating changes are approaching. Such findings are also prominent when bank credit rating moves from investment grade to speculative grade. After credit rating upgrades (downgrades), banks with unsolicited (solicited) credit ratings are inclined to issue more (less) debt relative to equity than those with solicited (unsolicited) credit ratings. We conclude that SCR and UCR changes lead to significantly different effects on bank leverage decision.

The paper presents an investigation carried out in an Italian health organisation, aimed at studying the purchasing process of medical equipment at the hospital ward level, and at assessing its impact on hospital ward performance. A model of the decision process that leads to purchase is developed. The results show that the acquisition of technology has a positive impact on the ward's relative efficiency, and that efficiency is further linked to the specific goals pursued by the head of ward and by the constraints faced.