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This paper aims to investigate the relationship between ownership structure and performance for a comprehensive sample of Chinese listed firms for the years 2000‐2004. In particular, the paper seeks to explore the effect of the dominance of state and private blockholders and control on firm performance. It aims to use a more differentiated approach than previous research on the subject, which has mainly focused on the effects of the pervasive state ownership on firm values. Accordingly, the main theme of the paper intends to relate to the analysis of the effects of private blockholders on firm value.

The paper tests the ownership‐performance relationship for the state and for sub‐samples with predominantly private shareholders. The paper uses both an ordinary least squares and a two‐stage least squares analysis, which treats ownership concentration as endogenous.

The paper finds evidence that large private blockholdings are to the benefit of firm value for the full sample. Conversely, for smaller samples of companies without or with very low shareholdings by the various state players, there is some evidence that large private block shareholdings might be to the detriment of firm value.

The study contributes to the literature by presenting a more comprehensive treatment of the ownership‐performance relationship of listed firms in China. The main theme of the paper relates to ownership concentration and the effects of private blockholders on the performance of firms, in addition to the endogeneity of ownership. It also contributes by utilising the alternative ownership classification system developed by the National University of Singapore.

This paper examines how ASB Bank, a New Zealand‐based retail bank, made use of cost income ratio benchmarking when reviewing its operational efficiency. In particular, it shows the difficulties associated with the benchmarking process in the sector and details the practical steps taken to obtain meaningful comparative information. It is interesting that, while the cost income ratio was the principal metric used in this benchmarking exercise, it sought to identify best practice not in terms of minimizing this ratio but rather in terms of identifying typical ratios and cost structures among successful banking institutions.

This paper aims to examine the joint effect of the focal customer’s gender and fellow customer’s gender in influencing voice complaint intentions and intention to convey negative word of mouth (NWOM).

Participants were randomly assigned to one of the two dining conditions (same-gender fellow customer vs opposite-gender fellow customer). Their intention to voice a complaint and to spread NWOM were measured after reading a scenario describing a service failure. A 2 (focal customer gender: male vs female) × 2 (fellow customer: same gender vs opposite gender) between-subjects quasi-experimental design was conducted to test the hypotheses.

The results demonstrate that female customers’ voice complaint intentions were significantly higher when a fellow customer’s gender was female rather than male. In contrast, regardless of the fellow customer’s gender, no significant differences in voice complaint intentions were found among male customers. The results further indicate that voice complaint intentions mediate the impact of a fellow customer’s gender on intention to spread NWOM among female customers. However, both female and male participants show equally high levels of voice complaint intentions in the context of fine-dining restaurant.

This study broadens the understanding of customer complaining behavior and also provides insights to practitioners on how to manage customers who are in same- and mixed-gender situations.

This research extends the literature on agency–communal theory and complaining behaviors by examining the role of a fellow customer’s gender influencing the focal customer’s intentions to voice complaints and to spread NWOM.

The purpose of this paper is to conceptualise how future changes in corporate social disclosure (CSD), aimed at improving accountability for corporate performance to key stakeholder groups, might be brought about.

Drawing on the work of the Austrian economist Ludwig von Mises with respect to human (and organisational) action and the work of Leon Festinger and Kurt Lewin with respect to human (and organisational) change, the paper examines how academics and other corporate stakeholders might effect changes in CSD.

Managers act in a way which maximises their formal happiness (from von Mises) and change occurs following the creation of cognitive dissonance (Festinger) which leads to “unfreezing” (Lewin). Stakeholders can effect change by creating cognitive dissonance. With specific reference to Anglo‐American limited liability and publicly traded corporations, such cognitive dissonance and unfreezing normally involves a perceived threat to profitability.

Research and theorising in corporate social disclosure patterns should take as given: that the managers of Anglo‐American limited liability and publicly traded corporations continue to be strongly encouraged, via both legal and remunerative means, to maximize shareholder wealth; and that this state of affairs significantly influences the information which management choose to disclose. Future research might instead examine and consider means of creating sources of dissonance significant enough to result in managerial concern for change within the constraints imposed on managers of Anglo‐American corporations. Such research might be conducted by engaging with organisations and their stakeholders.

The findings have implications for the manner in which corporate stakeholders act and interrelate with others in order to effect change towards more complete and credible sustainability reports which demonstrate accountability for material impacts to key stakeholder groups.

The paper focuses on how change in corporate behaviour might be brought about given the personal motivations and institutional constraints imposed on the behaviour of corporate actors.

Pervasive computing envisions seamless support for user tasks through cooperating devices that are present in an environment. Fluctuating availability of devices, induced by mobility and failures, requires mechanisms and algorithms that allow applications to adapt to their ever‐changing execution environments without user intervention. To ease the development of adaptive applications, Becker et al. (3) have proposed the peer‐based component system PCOM. This system provides fundamental mechanisms to support the automated composition of applications at runtime. In this article, we discuss the requirements on algorithms that enable automatic configuration of pervasive applications. Furthermore, we show how finding a configuration can be interpreted as Distributed Constraint Satisfaction Problem. Based on this, we present an algorithm that is capable of finding an application configuration in the presence of strictly limited resources. To show the feasibility of this algorithm, we present an evaluation based on simulations and real‐world measurements and we compare the results with a simple greedy approximation.

The purpose of this study is to examine the relationship between the participation in commercially- and socially-oriented Academics' Societal Engagement (ASE) activities, partnership choices, and funding preferences of academics working in public and private universities from Chile and Turkey. Chile represents a private-dominant higher education system (HES), while Turkey is public-dominant. This article presents the results of an international survey, the Academic Profession in Knowledge-based Society (APIKS), applied to academics from over 20 countries, including Chile and Turkey.

Through a quantitative analysis the authors analyse how the dominant institutional type influences ASE activities, partnership choices, and funding preferences.

Results from the analysis show that being part of a public or private university does not solely explain the activity type that academics engage with. Moreover, the rate of Chilean academics participating in ASE activities is more than twice that of Turkish academics regardless of the public-private distinction.

Further research about the academic life and ASE activities using a qualitative approach can complement this study. Applying further in-depth interviews to obtain more information from external partners can provide different perspectives and help to better understand the ASE activities. Additional analysis could compare external activities by higher education institution (HEI) type regarding vocational/technical centres since the Chilean and Turkish private HEIs included in this study received a mix of public-private funds and are considered not-for-profit, so extending this research to include for-profit private HEIs may be worthwhile for additional comparison.

More support and funding for the development of commercially-oriented ASE activities is recommended for Chile and Turkey's HES. In Turkey, a law-update in 2017 facilitates the establishment of technology transfer offices (TTOs) as companies within universities (Author, 2019). Though it is too early to know its effects, a positive contribution is anticipated. Centred Chile's private dominant HES, it would be appropriate for this type of system to also create different support structures to incentivise socially-oriented external activities and partnership opportunities. As done in other universities, the establishment of a community engagement office may provide professional guidance for partnership creations. Regardless of a country's HE public/private dominance, diverse sources of funding and support mechanisms can also be created to strengthen organisational and financial autonomy facilitating academics' participation in ASE activities. For example, universities can develop institutional policies to support academic establishment, lead or join in administration of non-governmental organisations, or form institutional media to deliver academics' viewpoints of social issues to the larger and non-academic audience. University managers should also empower the connection between academics and industry and business sector through different organisational structures such as Research Office, Science Park Incubators, Career Centre, while guiding and financially supporting academics' research commercialisation by their TTO experience and sources.

The literature has studied the public-private higher education distinction in vast aspects, however, no empirical studies have explored it concerning ASE. Chile and Turkey propose interesting cases since they represent opposite ends considering the public-private predominance of higher education systems. Turkey exhibits a heavy public predominance, whereas Chile has a significantly strong private system.

The purpose of this paper is to review the historical development of Lean Six Sigma and to identify the relevant opportunities for the application of Lean Six Sigma within the university setting. The paper also discusses the challenges of Lean Six Sigma implementation in higher education, as well as the cultural changes necessary to provide an appropriate climate for its long-term success.

The paper contains a comprehensive discussion of the development of Lean Six Sigma over the past three decades. Additionally, the paper describes how Lean Six Sigma may be applied in the university setting to improve processes in curriculum delivery; business and auxiliary services; admissions and enrollment management; and research.

Lean Six Sigma can be applied to facilitate process improvements in curriculum delivery; business and auxiliary services; admissions and enrollment management; and research. While obstacles to Lean Six Sigma implementation exist, the process improvements and resulting cultural changes are worthwhile and noteworthy.

The paper serves as a guide for how Lean Six Sigma processes can be utilized in the higher education setting. Other researchers and practitioners may use the paper as a practical orientation to Lean Six Sigma in the university setting.

Due to the unique culture of higher education, the application of Lean Six Sigma to university processes has been sparse. The paper provides a needed orientation as to how Lean Six Sigma may be applied to improve some of the more important functional aspects of the university.

Unter Fremdenverkehrspolitik verstellt man ein differenziertes System von Massnahmen, deren Ziel es ist, auf die Gestaltung des Fremdenverkehrs massgeblich einzmvirken. So wie der Begriff “Fremdenverkehr” eine Summe heterogener Teile darstellt, so erscheint auch die Fremdenverkehrspolitik als ein umfassender Komplex verschiedenartigster Bestrebungen. Ohne eine erschöpfende Aufzählung zu geben, ist die Fremdenverkehrspolitik als ein mixtum compositum anzusehen aus Elementen der allgemeinen Wirtschaftspolitik, wie Handels‐ und Verkehrspolitik, Finanzpolitik und Gewerbepolitik, aber auch der allgemeinen Politik, der Kulturpolitik, der Sozialpolitik und der Aussenpolitik.

The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative emotions and to examine the mediating role of justice perceptions on the interaction between pre‐recovery and post‐recovery emotions.

Quantitative data were collected in the form of questionnaire which was applied to 238 respondents. The respondents include the consumers who experienced a service failure followed by a service recovery. In this study, post‐recovery positive and negative emotions were dependent variables whereas severity of service failure, pre‐recovery emotions and three dimensions of justice perceptions were the other main variables. In line with this purpose, eight hypotheses aiming to clarify the relations among these variables were tested using correlation and hierarchical regression analysis.

The results suggest that post‐recovery negative emotions were affected by pre‐recovery emotions with the mediating role of distributive justice perceptions. The findings of this research reveal that dealing successfully with pre‐recovery emotions and integrating these emotions with favorable distributive justice perceptions have critical importance in mitigating the post‐recovery negative emotions.

During service recovery, service providers must concentrate on positive and negative emotions concurrently. Besides, managers also have to take pre‐recovery emotions into consideration and exert a special effort on distributive justice in order to decrease the intensity of post‐recovery negative emotions. Selection of recovery types, the effects of these on distributive justice perception and responding promptly to prevent pre‐recovery negative emotions are critically important for service providers.

This study differs by focusing on pre‐recovery and post‐recovery emotions within a holistic view, which recommends the service providers an alternative perspective for being more proactive.

The purpose of the paper is to describe and evaluate the changes in the content of the marketing theory course at Wharton 50 years ago, taught by Reavis Cox, as a result of the insertion of Wroe Alderson's book Marketing Behaviour and Executive Action.

The paper presents a personal experience of taking the course before the insertion of Alderson's book and a review of the revised course outline.

The course content moved away from a broader philosophically based marketing systems course linked to ideas from other disciplines, to one focused on marketing management.

The period in question is an important turning point in the way marketing theory was taught and developed that influenced future development of the discipline in ways that narrowed its focus and limited its contribution.