The Role of Empathy in Customer-Service Provider Long-Term Relationship Formation : Moderating Effect of Gender Differences

2018 ◽  
Vol 19 (2) ◽  
pp. 195-215
Author(s):  
Hangeun Lee ◽  
Sangkyun Lee ◽  
Seong Goo Ji
Keyword(s):  
Gender Differences ◽  
Customer Service ◽  
Service Provider ◽  
Moderating Effect ◽  
Relationship Formation

scholarly journals How to Attract Talented Expatriates: The Key Role of Sustainable HRM

2019 ◽  
Vol 11 (19) ◽  
pp. 5373 ◽  
Author(s):  
Gahye Hong ◽  
Eunmi Kim
Keyword(s):  
Emerging Markets ◽  
Family Support ◽  
Direct Effect ◽  
Host Country ◽  
Multinational Enterprises ◽  
Moderating Effect ◽  
Country Image ◽  
The Us

Retaining talented expatriates is important for multinational enterprises (MNEs) to maintain knowledge sustainability between their headquarters (HQ) and subsidiaries. However, depending on the host country image of a subsidiary, the attractiveness of the subsidiary may make it challenging to recruit prospective expatriates. Based on the sustainable human resource management (HRM) perspective, this study examines the direct effect of the host country image of a subsidiary and the moderating effect of family support policies on a subsidiary’s attractiveness, by comparing subsidiaries in the US and Vietnam. The results are based on data from 434 Korean potential expatriate applicants and show that the host country image of a subsidiary has a direct effect on the subsidiary’s attractiveness. Specifically, expatriate applicants are less attracted to a Vietnam-based subsidiary than to a US-based one. Further, the positive moderating effect of family support policies on subsidiary attractiveness is more relevant for the Vietnam-based subsidiary. This result suggests that family support policies can be a key strategy for overcoming the less preferred host country images of subsidiaries in emerging markets, thus improving subsidiary sustainability in the long term. The implications of these findings are provided in the context of sustainable HRM and the existing expatriate literature.

Human relationships with living machines

2018 ◽  
Author(s):  
Abigail Millings ◽  
Emily C. Collins
Keyword(s):  
First Principles ◽  
Psychological Research ◽  
Infant Survival ◽  
Relationship Formation ◽  
Human Relationships ◽  
Behavioral Systems ◽  
Systems Perspective ◽  
General Systems

This chapter discusses the possibility of long-term human relationships with living machines, particularly robots, exploring this concept via psychological research on human–human relationships. The main focus is attachment theory, a general systems perspective on the bond that develops between an infant and its caregiver via a series of systems that are ideally kept within certain limits in order to ensure infant survival. The chapter highlights the importance of taking into consideration psychological first principles of human–human relationship formation, when exploring the idea of potential relationship formation between a human and a robot. It also discusses the role of individual differences that shape behavioral systems. The chapter concludes by considering the potential for robotic machines to fulfil human attachment needs.

scholarly journals TCS: ‘Hazir SubKuch’—Making Everything Present

2020 ◽  
Vol 17 (1) ◽  
pp. 17-35
Author(s):  
Mohsin Nasir Jat ◽  
Muhammad Shakeel Sadiq Jajja
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Financial Services ◽  
Digital Printing ◽  
Logistics Service ◽  
Visa Application ◽  
Warehousing And Distribution ◽  
A Company

The case describes the journey of TCS as it became Pakistan’s leading logistics service provider. It highlights how and when TCS acquired different logistics and other value-adding capabilities and how these capabilities, in turn, complimented the diverse logistics services that TCS offered to a wide variety of businesses. TCS had been offering a top-notch Express and Logistics service around Pakistan for 30 years. TCS started as a company providing secure distribution of letters and packages. Customers perceived TCS as a shipping solution provider for all their goods transportation needs which included parcels, documents, E-commerce products and even their groceries. Table 1 of the case study highlights that TCS had taken up some unique and new initiatives. TCS handled four main clientele areas: Corporate, Consumer, International and E-commerce. For consumer wing, TCS oversaw bookings of documents and parcels at the express centres, door-to-door containerized shipments, domestic and international air ticketing, visa application drop box facility for various countries and financial services in the form of insurance plans. On the corporate side, TCS provided warehousing and distribution, digital printing and bulk mail solutions. International and e-commerce both catered consumer and corporate segments. Over the last decade, TCS had established a warehousing and distribution wing and a mail management and printing facility. Other ventures and services that TCS offered were Visatronix, Hazir, Home Movers, E-COM, TCS Aviation, Mail Management System, Warehouse and Distribution, Intiana, Sentiments express and Octra. The case focusses on the decision of whether or not to run an ambitious new logistics service, that is, Hazir SubKuch (HSK), meant to deliver anything non-prohibited that a customer wanted, on a crowdsourcing model. In the proposed crowdsourcing model, after training and evaluation, anyone could assume the role of a customer service provider by connecting to the system remotely. Similarly, pickup and delivery jobs could be performed under an Uber-like model by anyone who owned a ride and had smartphone connectivity. The service was a brainchild of the new CEO, hired by the founder and chairman as part of the new management team to bring a fresh dynamism in the company.

The impact of heuristic biases on investors’ investment decision in Pakistan stock market: moderating role of long term orientation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Imran Khan ◽  
Mustafa Afeef ◽  
Shahid Jan ◽  
Anjum Ihsan
Keyword(s):  
Stock Market ◽  
Investment Decision ◽  
Investment Decisions ◽  
Moderating Effect ◽  
Individual Investors ◽  
Content Type ◽  
Availability Bias ◽  
Moderating Role

Purpose The purpose of this paper is to investigate the effect of heuristic biases, namely, availability bias and representativeness bias on investors’ investment decisions in the Pakistan stock exchange, as well as the moderating role of long-term orientation. Design/methodology/approach Using a structured questionnaire, a total of 374 responses have been collected from individual investors trading in PSX. The relationship was tested by applying the partial least square structural equation model using SmartPLS 3.2.2. Further, Henseler and Chin’s (2010) product indicator approach for moderation analysis was applied to the data set. Findings The results revealed that availability bias and representativeness bias have a significant and positive influence on the investment decisions of investors. Furthermore, a significant moderating effect of long term orientation on the effect of representativeness bias on investment decision is observed. This suggests that investors’ long term orientation weaken the effect of representativeness bias on investment decision. However, no significant moderating effect was observed for availability bias. Originality/value The paper provides novel insights on the role of heuristic-driven biases on the investment decisions of individual investors in the stock market. Particularly, it enhanced the understanding of behavioral aspects of investment decision-making in an emerging market.

Role of ABC Analysis in the Process of Efficient Order Fulfillment: Case Study

2017 ◽  
Vol 23 ◽  
pp. 114-121 ◽  
Author(s):  
Syed Abdul Rehman Khan ◽  
Qian Li Dong ◽  
Zhang Yu
Keyword(s):  
Customer Service ◽  
Order Fulfillment ◽  
Filling Process ◽  
Logistics System ◽  
Order Processing ◽  
Abc Analysis

In today’s world, every company is competing to enhance its time-based competitiveness. The time it takes to complete all activities of the order cycle is an important part of customer service. Accurate and fast order processing is a hallmark of high quality of service. This paper addresses the most time-consuming and costly factor of ordering process—order filling. According to the several researchers, order filling is composed of the physical activities for: acquiring products through stock retrieval, purchasing or manufacturing; packing products for consignments; scheduling the consignment for delivery; and preparing shipping documentation. Usually these series of activities in order-filling process need space of warehouses, making them a central part of company’s logistics system. This paper is based on a case study to identify how some simple approaches built in theory can be applied to firm’s current practice to enhance order-filling process. Specifically, a short plan consisting of ABC analysis and relocation of current positions of inventory is tested, and a long-term plan for redesigning the layout of warehouse is proposed.

scholarly journals How Does R&D Investment Affect the Financial Performance of Cultural and Creative Enterprises? The Moderating Effect of Actual Controller

2019 ◽  
Vol 11 (2) ◽  
pp. 297 ◽  
Author(s):  
Zhipeng Zang ◽  
Qiwei Zhu ◽  
Helena Mogorrón-Guerrero
Keyword(s):  
Financial Performance ◽  
Technological Innovation ◽  
Local Governments ◽  
Central Government ◽  
Moderating Effect ◽  
Short Term ◽  
D Investment ◽  
Positive Impacts

R&D investment has a sophisticated correlation with the financial performance of cultural and creative enterprises. In this study, using the panel data of listed cultural and creative enterprises in China from 2011 to 2013, we found that R&D investment has positive impacts on financial performance in both the current and the lag periods. However, these positive impacts are moderated by actual controllers. More specifically, there is a positive moderating effect on enterprises’ financial performance when the central government is the actual controller. On the other hand, there is no evident effect when the actual controller is a local government or a state-owned enterprise, and there is a clear negative moderating effect on financial performance when a natural person is the actual controller. Given these findings, we argue that local governments and state-owned enterprises should improve their long-term strategies for the cultural and creative enterprises they control and reduce actions forced by short-term economic goals. Additionally, local governments and state-owned enterprises should fundamentally stress the role of R&D in order to handle the pressure of increasingly keen competition from international companies’ technological innovation programs.

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