The Customer May Not Always Be Right: Customer Compatibility and Service Performance

2020 ◽  
Author(s):  
Ryan W. Buell ◽  
Dennis Campbell ◽  
Frances X. Frei
Keyword(s):  
Operations Management ◽  
Empirical Studies ◽  
Decomposition Analysis ◽  
The United States ◽  
Level Data ◽  
Product Choices ◽  
Variance Decomposition Analysis ◽  
Quick Service ◽  
Loan Growth ◽  
The Impact

This paper investigates the impact of customer compatibility—the degree of fit between customers’ needs and the capabilities of the operations serving them—on customer experiences and firm performance. We use variance decomposition analysis to quantify the relative importance of customer, employee, process, location, and market-level effects on customer satisfaction. In our models, which explain roughly a quarter of the aggregate variance, differences among customers account for 96%–97% of the explainable portion. Further analysis of interaction-level data from banking and quick-service restaurants reveals that customers report relatively consistent satisfaction across transactions with particular firms but that some customers are habitually more satisfied than others. A second set of empirical studies provides evidence that these customer-level differences are explained in part by customer compatibility. Customers whose needs, proxied by differences in demographics and product choices, diverge more starkly from those of their bank’s average customers report significantly lower levels of satisfaction. Consistently, banks that serve customer bases with more dispersed needs receive lower satisfaction scores than banks serving customer bases with less dispersed needs. Finally, a longitudinal analysis of the deposit and loan growth of all federally insured banks in the United States from 2006 to 2017 reveals that customer compatibility affects a firm’s financial performance. Branches with more divergent customers grow more slowly than branches with less divergent customers. Institutions serving customer bases with more dispersed needs have branches that exhibit slower growth than those of institutions serving customer bases with less dispersed needs. This paper was accepted by Vishal Gaur, operations management.

scholarly journals The Political Impact of Immigration: Evidence from the United States

2022 ◽  
Vol 14 (1) ◽  
pp. 358-389
Author(s):  
Anna Maria Mayda ◽  
Giovanni Peri ◽  
Walter Steingress
Keyword(s):  
United States ◽  
Republican Party ◽  
The United States ◽  
The Political ◽  
Skilled Immigrants ◽  
Level Data ◽  
Political Impact ◽  
Indirect Impact ◽  
Political Effect ◽  
The Impact

This paper studies the impact of immigration to the United States on the vote share for the Republican Party using county-level data from 1990 to 2016. Our main contribution is to show that an increase in high-skilled immigrants decreases the share of Republican votes, while an inflow of low-skilled immigrants increases it. These effects are mainly due to the indirect impact on existing citizens’ votes, and this is independent of the origin country and race of immigrants. We find that the political effect of immigration is heterogeneous across counties and depends on their skill level, public spending, and noneconomic characteristics. (JEL D72, J15, J24, J61, R23)

Empirical Studies of Corporate Law and Governance

2017 ◽  
Author(s):  
Michael Klausner
Keyword(s):  
Corporate Governance ◽  
Empirical Studies ◽  
The United States ◽  
Corporate Law ◽  
Empirical Literature ◽  
Related Literature ◽  
Takeover Defenses ◽  
The Us ◽  
Governance Quality ◽  
The Impact

This chapter examines the empirical literature on corporate law and governance in the United States. Four areas of the US corporate governance literature are discussed: (i) state competition to produce corporate law, (ii) independent boards, (iii) takeover defenses, and (iv) the use of corporate governance indices. The chapter concludes that these areas of research reflect varying degrees of success. The literature on state competition has been a major success. We know much more in this area as a result of empirical analysis in this area than we did on the basis of theory alone. At the other extreme is the literature on takeover defenses and the related literature that uses governance indices as measures of governance quality. Those empirical literatures are plagued by misunderstandings of how takeovers and takeover defenses work, and many results are therefore not as informative as they appear to be. In between is the literature on the impact of an independent board. Here, empiricists faced perhaps insurmountable challenges in proving causation, but nonetheless exposed informative associations.

The Impact of State Television on Voter Turnout

2016 ◽  
Vol 49 (1) ◽  
pp. 257-278 ◽  
Author(s):  
Rune J. Sørensen
Keyword(s):  
Voter Turnout ◽  
The United States ◽  
Causal Effects ◽  
Individual Level ◽  
Level Data ◽  
1960S And 1970S ◽  
The 1960S ◽  
New Tv ◽  
Election Studies ◽  
The Impact

In an influential study, Matthew Gentzkow found that the introduction of TV in the United States caused a major drop in voter turnout. In contrast, the current analysis shows that public broadcasting TV can increase political participation. Detailed data on the rollout of television in Norway in the 1960s and 1970s are combined with municipality-level data on voter turnout over a period of four decades. The date of access to TV signals was mostly a side effect of geography, a feature that is used to identify causal effects. Additional analyses exploit individual-level panel data from three successive election studies. The new TV medium instantly became a major source of political information. It triggered political interest and caused a modest, but statistically significant, increase in voter turnout.

UNDER THE WATCHFUL EYE: USERS’ PERCEPTIONS OF ONLINE PRIVACY AND SURVEILLANCE

2020 ◽  
Author(s):  
Alecea Irene Standlee
Keyword(s):  
Data Privacy ◽  
The United States ◽  
Group Affiliation ◽  
Individual Level ◽  
Internet Users ◽  
Level Data ◽  
Qualitative Work ◽  
The Impact ◽  
Depth Interviews ◽  
Fundamental Shift

This project seeks to contribute to the question, “How do internet users navigate data privacy in a digitally surveilled online world?” I augment this ongoing discussion by examining the perceptions and practices concerning privacy and self-representation in digital spaces among young adults, 18-22. This qualitative work utilizes in-depth interviews of college students in the United States to collect both behavioral and attitudinal patterns. Specifically, I consider the impact of the strategic interventions of corporate and governmental platforms to collect, distribute, and utilize individual level data on research participants’ information consumption, individual identity representation, and group affiliation. A preliminary analysis of the data finds participants engage in narrative rationalizations to help them navigate the cultural expectations of online engagement within a surveilled environment. Patterns of strategic self-representation are shaped by such rationalizations and justifications, including a fundamental shift in what the concept "privacy" means in an online world.

Does Fixed-term Contract Employment Raise Firms’ Adjustment Speed?. Evidence from an Establishment Panel for West Germany / Erhöhen befristete Verträge die Anpassungsgeschwindigkeit von Unternehmen?. Empirische Evidenz auf Basis eines Betriebspanels

2003 ◽  
Vol 223 (4) ◽  
Author(s):  
Tobias Hagen
Keyword(s):  
Empirical Studies ◽  
West Germany ◽  
Total Employment ◽  
Level Data ◽  
Demand Models ◽  
Adjustment Speed ◽  
Contract Employment ◽  
Iab Establishment Panel ◽  
Term Labour ◽  
The Impact

SummaryFixed-term labour contracts were liberalised in Germany in order to raise the flexibility of the labour market. However, empirical studies using industry-level data find no significant effect of FTCs on employment adjustment. This paper investigates the impact of FTC employment on firms’ flexibility by estimating dynamic labour demand models with the IAB-Establishment Panel for West Germany in 1996-2000. Using a GMM estimator and comparing the estimated adjustment of total employment to the adjustment of permanent contract employment some evidence is found that FTCs raise firms’ adjustment speed.

The impact of within-team variance on transactive memory system development and team performance

2017 ◽  
Vol 23 (3) ◽  
pp. 124-135 ◽  
Author(s):  
Kylie Goodell King
Keyword(s):  
Team Performance ◽  
Empirical Studies ◽  
Transactive Memory ◽  
Memory System ◽  
Future Research ◽  
Dispersion Models ◽  
Content Type ◽  
Transactive Memory System ◽  
Level Data ◽  
The Impact

Purpose The purpose of this paper is to describe the dispersion models, where within-team variance is the outcome of interest, and propose the application of these models to the measurement of the transactive memory system (TMS). As teams become increasingly prominent in educational contexts and within organizations, it is important to evaluate how various measures of individual and team attributes relate to team performance. One measure that has been evaluated by a number of previous empirical studies is TMSs. Design/methodology/approach In past studies of TMS and in most teams research, team-level data are collected and correlated with performance, or individual-level data are collected, aggregated to the team-level data and then correlated with performance. While this is appropriate in situations where data are isomorphic or similar across levels of measurement, there are often important differences among within-team responses that lead to a discrepancy between the sum of individual attributes and a team-level measure. Findings Preliminary results demonstrate that within-team variance in reported levels of TMS has an inverse relationship with team performance. Research limitations/implications Future research should further evaluate the ability for dispersion models of TMS to predict team performance, especially in organizational settings with professional rather than student teams. Originality/value This paper provides a new approach to measuring TMS and relating TMS to team performance.

scholarly journals Macroeconomic Shocks and Changing Dynamics of the U.S. REITs Sector

2019 ◽  
Vol 11 (10) ◽  
pp. 2776 ◽  
Author(s):  
Rangan Gupta ◽  
Zhihui Lv ◽  
Wing-Keung Wong
Keyword(s):  
Monetary Policy ◽  
Decomposition Analysis ◽  
Monetary Policy Shocks ◽  
Macroeconomic Shocks ◽  
Vector Autoregressive ◽  
The Us ◽  
Policy Shocks ◽  
Time Regime ◽  
Variance Decomposition Analysis ◽  
The Impact

Unlike the existing literature, which primarily studies the impact of only monetary policy shocks on real estate investment trusts (REITs), this paper develops a change-point vector autoregressive (VAR) model and then analyzes, for the first time, regime-specific impact of demand, supply, monetary policy, and spread yield shocks, identified using sign-restrictions, on US REITs returns. The model first isolates four major macroeconomic regimes in the US since the 1970s and discloses important changes to the statistical properties of REITs returns and its responses to the identified shocks. A variance decomposition analysis revealed aggregate supply shocks to have dominated in the early part of the sample period, and monetary policy and spread shocks at the end. Our results imply that ignoring other possible shocks in the model is likely to lead to incorrect inferences, and over-reliance on (conventional) monetary policy in correcting for possible bubbles in the REITs sector, which it will fail to rectify, given the importance of other shocks driving the REITs sector.

scholarly journals Enhancing operations management through smart sensors: measuring and improving well-being, interaction and performance of logistics workers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Davide Aloini ◽  
Andrea Fronzetti Colladon ◽  
Peter Gloor ◽  
Emanuele Guerrazzi ◽  
Alessandro Stefanini
Keyword(s):  
Environmental Factors ◽  
Operations Management ◽  
Material Handling ◽  
Empirical Studies ◽  
Well Being ◽  
Individual Characteristics ◽  
Environmental Data ◽  
Content Type ◽  
And Performance ◽  
The Impact

PurposeThe purpose of the research is to conduct an exploratory investigation of the material handling activities of an Italian logistics hub. Wearable sensors and other smart tools were used for collecting human and environmental features during working activities. These factors were correlated with workers' performance and well-being.Design/methodology/approachHuman and environmental factors play an important role in operations management activities since they significantly influence employees' performance, well-being and safety. Surprisingly, empirical studies about the impact of such aspects on logistics operations are still very limited. Trying to fill this gap, the research empirically explores human and environmental factors affecting the performance of logistics workers exploiting smart tools.FindingsResults suggest that human attitudes, interactions, emotions and environmental conditions remarkably influence workers' performance and well-being, however, showing different relationships depending on individual characteristics of each worker.Practical implicationsThe authors' research opens up new avenues for profiling employees and adopting an individualized human resource management, providing managers with an operational system capable to potentially check and improve workers' well-being and performance.Originality/valueThe originality of the study comes from the in-depth exploration of human and environmental factors using body-worn sensors during work activities, by recording individual, collaborative and environmental data in real-time. To the best of the authors' knowledge, the current paper is the first time that such a detailed analysis has been carried out in real-world logistics operations.

scholarly journals TAX REVENUE AND ECONOMIC GROWTH NEXUS: EMPIRICAL EVIDENCE FROM THE NIGERIAN ECONOMY

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Olabode Agunbiade ◽  
Alesanmi Abraham Idebi
Keyword(s):  
Economic Growth ◽  
Decomposition Analysis ◽  
Variance Decomposition ◽  
Tax Revenue ◽  
Gdp Growth ◽  
Tax System ◽  
Variance Decomposition Analysis ◽  
The Impact ◽  
The Relationship ◽  
Direct Tax

<p>This paper examined the relationship between tax revenue and economic growth in Nigeria over 1981–2019 period, with special focus on Companies Income Tax, Value Added Tax and Petroleum Profits Tax. The data were sourced from the National Bureau of Statistics (NBS) and the Federal Inland Revenue Service (FIRS). The study employed the Vector Error Correction Model (VECM) to establish the nature and strength of the relationship between taxation and economic growth. The Johansen test of cointegration reveals that there is at least one cointegrating equation in the long-run between the variables. Granger causality test found a causal relationship among Real GDP and the different tax components. The impulse response functions and the variance decomposition analysis uphold the findings that the impact of the shock in the indirect tax (VAT) and direct tax (CIT and PPT) on GDP growth does not die out over the specified period under consideration. Variance decomposition analysis found that the effect of the shock to the direct tax (CIT and PPT) on GDP growth tends to be low, whereas the effect of the shock to the indirect tax (VAT) on GDP growth tends to be significant to increase over the period. Therefore, this study recommended that in order to expand tax revenue, there should be a broad base tax strategy, focusing on all key areas of the tax system with measurable outcomes. Emphasis should be on simplification of the tax system and ease of implementation with priority given to quick wins and low hanging fruits, while more challenging aspects should be deferred until positive results are being recorded. The regulatory authorities charged with the responsibility of collecting tax should further be strengthened to enforce compliance by taxpayers, among other recommendations.</p><p> </p><p><strong>JEL: </strong>C1, H20, H21</p>

scholarly journals Tariff Passthrough at the Border

2019 ◽  
Vol 19 (238) ◽  
Author(s):  
Gita Gopinath ◽  
Alberto Calvallo ◽  
Brent Neiman ◽  
Jenny Tang
Keyword(s):  
Exchange Rates ◽  
The United States ◽  
Micro Data ◽  
Product Categories ◽  
Price Increases ◽  
Level Data ◽  
Us Trade Policy ◽  
Retail Prices ◽  
The Difference ◽  
The Impact

We use micro data collected at the border and at retailers to characterize the effects brought by recent changes in US trade policy - particularly the tariffs placed on imports from China - on importers, consumers, and exporters. We start by documenting that the tariffs were almost fully passed through to total prices paid by importers, suggesting the tariffs' incidence has fallen largely on the United States. Since we estimate the response of prices to exchange rates to be far more muted, the recent depreciation of the Chinese renminbi is unlikely to alter this conclusion. Next, using product-level data from several large multi-national retailers, we demonstrate that the impact of the tariffs on retail prices is more mixed. Some affected product categories have seen sharp price increases, but the difference between affected and unaffected products is generally quite modest, suggesting that retail margins have fallen. These retailers' imports increased after the initial announcement of possible tariffs, but before their full implementation, so the intermediate passthrough of tariffs to their prices may not persist. Finally, in contrast to the case of foreign exporters facing US tariffs, we show that US exporters lowered their prices on goods subjected to foreign retaliatory tariffs compared to exports of non-targeted goods.

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