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Research on the service–profit chain (SPC) provides important insights regarding how organizations attain service excellence. However, this research stream does not shed light on the mechanisms by which service organizations sustain such excellence, despite the struggles of many organizations to do so. Thus, the purpose of this paper is to develop the SPC as a more dynamic system characterized by feedback loops, accumulation processes, and time delays based on the service operations, human resources, and marketing literatures.

The authors posit the feedback loops operate as virtuous cycles, such that increases in customer perceptions of service quality and in profit margins lead to subsequent increases in the quality of the internal working environment, which ultimately reimpacts performance in a positive way, and so on. The authors test the hypotheses using five years of archival data on 417 full-service US hotels. The unique data set combines longitudinal data from multiple functions, including employee assessments regarding their tools, practices, and abilities to serve customers, customer perceptions of service quality, and objective measures of financial performance.

The authors find support for the idea that some organizations provide customers with high-quality service over time by reinvesting in the inputs responsible for generating the initial success, i.e., in various aspects of the internal working environment.

The analysis of 417 hotels from a single firm may influence the extent to which the findings can be generalized.

By expanding the boundaries of previous conceptual and empirical models investigating SPCs, the authors offer a deeper understanding of the cross-functional character of modern operational systems and the complex dynamics that these systems generate.

This study aims to show how to improve supply chain performance through the relationship between firms and their customers. In doing so, this study examines the impact of a firm’s relationship commitment and customer integration on supply chain performance. The aim is to detail a way to increase supply chain performance through the relationship between companies and their customers.

The empirical analysis was based on a survey on 205 corporate-Egypt multi-industry businesses including manufacturing, retailing, wholesaling and shipping services firms. Data collection was through a questionnaire survey distributed to 1,264 senior managers with responsibilities in the field of supply chain, logistics, purchasing, marketing and operations and with a 16% response rate. A conceptual model was designed, and hypotheses were analysed with covariance-based structural equation modelling.

This study makes a significant contribution to the supply chain management (SCM) literature by examining the influence of firms’ relationship commitment on supply chain performance in the supply chain management context by means of the disaggregation of customer integration into two dimensions: integration with customer (IWC) and integration by customer (IBC). The findings indicate that firms’ relationship commitment does not relate directly to supply chain performance, but rather indirectly through integration both with and by customers.

This paper outlines a conceptual model in which firms’ relationship commitment relates indirectly to supply chain performance. The model also sheds light on the fact that IWCs precedes IBCs in supply chains. This finding suggests that firms should focus on customer integration to improve supply chain performance.

This study offers a particularly refined understanding of the reasons behind and situations in which supply chain integration (SCI) enables firms to gain superior supply chain performance. In fact, firms focusing on customer integration may improve their supply chain performance, thus enhancing the value of the supply chain.

This study contributes to the literature by considering a relational view of the SCI-Performance path. In particular, by disaggregating customer integration into IWCs and IBCs, this paper verifies customer integration acting as a mediator between relationship commitment and supply chain performance in supply chains.

We consider the link between poverty and subjective well-being, and focus in particular on the role of time. We use panel data on 49,000 individuals living in Germany from 1992 to 2012 to uncover three empirical relationships. First, life satisfaction falls with both the incidence and intensity of contemporaneous poverty. Second, poverty scars: those who have been poor in the past report lower life satisfaction today, even when out of poverty. Last, the order of poverty spells matters: for a given number of years in poverty, satisfaction is lower when the years are linked together. As such, poverty persistence reduces well-being. These effects differ by population subgroups.

To assess changes over the past decade in the self‐reported levels of adjustment, job performance, and professional acceptance of western women professionals working in Japan.

Napier and Taylor's benchmark 1995 study of western women working in Japan is replicated ten years later on a similar sample group of women in Japan. Questionnaire responses to questions about cultural adjustment, job performance, and professional acceptance are compared for the original and new samples.

Despite increased westernization of business practices in Japan and a greater representation of Japanese women in management positions, no statistically significant change is found in the scores for the three measures examined over the ten year period. The incidence of formal training, preparation, and support provided by employers was higher for the more recent sample.

The sample size is relatively small and represents only women in the Tokyo area, which may limit the study's generalizability to women in less metropolitan areas of Japan.

Both for those women professionals who live and work in Japan and for HRM professionals responsible for expatriation and adjustment issues involving those women, provides evidence that adjustment challenges persist despite changes in Japan's sociocultural environment.

By carefully replicating the original study and sample characteristics as closely as possible, this paper provides a useful longitudinal perspective on the situation of foreign women professionals in Japan.

The reform and opening up have triggered a “revival” of religious belief in rural China. The purpose of this paper is to explain why rural residents are increasingly becoming religious, by analysing the inherent relationship between their risks and religious choice, and conducts a preliminary investigation of the common characteristics of rural believers and the determinants of their religious choice.

The authors applied a logit model to test the determinants of rural residents’ religious choice. The authors used sample survey data collected in 2008 from the rural area of Songxian County, Henan Province.

The results suggest that age, sex, political status, health risks, and social security have a significant effect on rural residents’ religious choice. On this basis, the authors have discussed the inherent logic of “disease-related religious practice”. From these results, the paper points out that lack of basic public services such as medical care due to the government’s withdrawal from these fields has increased the health risks of rural residents, triggering a “revival” of religious belief in rural China.

This paper has improved on previous research in two ways. First, it analyses the relationship between health risk and religious choice, shedding light on the underlying causes of the religious revival in rural China. Second, the methodology involves an analysis of household survey data, thus filling the gap created by less-rigorous quantitative analysis in rural China-based religious research.

This chapter reviews and integrates recent research on curiosity. We discuss potential costs and benefits of curiosity, both hedonic and motivational. In particular, we examine the Pandora effect, the teasing effect, and the motivating-uncertainty effect.

The consumer behaviour literature is evolving towards the assumption that products are inherently experiential bundles, and after all, all businesses are operating within the experienced economy. Experiences are much more advantageous for the consumers because they advance happiness or enjoyment of life (instead of survival or maintenance). Experiential purchases lead to greater happiness levels compared to material purchases. Reliance on materialism and material purchases is shown to be the reason of low happiness levels in even the most affluent countries.

In this chapter, based on theoretical as well as empirical papers, I analyse experiences and the consumption of experiences in the Turkish context. The arguments are supported by up-to-date market analysis of related industries conducted by independent market research agencies. The first section looks at the rise of experientialism in retail industries, such as in the case of shopping malls. The following sections touch upon main experiential categories such as tourism, dining and sports. Finally, the social aspects of experiences are discussed in the context of third-place experiences, and some empirical findings are presented. The chapter concludes with some recommendations for practitioners, experience designers, service providers as well as researchers.

THE problem that Dr. E.A. Savage introduced in our last issue may well be one of the crucial debates of this winter. When it is remembered that there was a time, as our writer in Letters on Our Affairs asserts, when it was thought inadvisable for a public librarian to be Hon. Secretary of the Library Association, we can see that times have changed. There is no doubt that the Brighton Conference showed the impossibility of adequate discussion of purely professional matters when authority members are present. The manner of achieving what many desire, and yet to retain the goodwill' of intelligent authority members, is what has to be determined.