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Article
Publication date: 16 March 2018

Todd Pezzuti, Meghan E. Pierce and James M. Leonhardt

This paper investigates how language homophily between service providers and migrant consumers affects migrant consumers’ intentions to engage with financial and medical…

Abstract

Purpose

This paper investigates how language homophily between service providers and migrant consumers affects migrant consumers’ intentions to engage with financial and medical service providers.

Design/methodology/approach

Three empirical studies were conducted with migrant consumers living in Chile, England and the USA. Participants were presented information on service providers, and language homophily was manipulated between subjects. In the high (low) language homophily condition, service providers were described as having (not having) the ability to speak the native language of the migrant consumer.

Findings

Language homophily was found to increase migrant consumers’ expectation of control over a service encounter and, in turn, increase their intention to use a provider’s services. Collectivism was identified as a boundary condition. Among high collectivist consumers, language homophily did not affect service usage intentions; however, language homophily did positively affect service usage intentions among low collectivist consumers.

Originality/value

This work extends prior research on service provider language by finding a positive effect of language homophily on service usage intentions and by identifying mediating (i.e. expected control over the outcome of the service encounter) and moderating (i.e. collectivism) mechanisms for this effect.

Details

Journal of Services Marketing, vol. 32 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 8 February 2016

Rodrigo Guesalaga, Meghan Pierce and Daiane Scaraboto

– The purpose of this paper is to explore cultural sources of variation on consumers’ expectations and evaluations of service quality within local emerging markets.

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Abstract

Purpose

The purpose of this paper is to explore cultural sources of variation on consumers’ expectations and evaluations of service quality within local emerging markets.

Design/methodology/approach

The authors employ a multi-method approach. The multi-method research design utilizes: first, netnography to examine foreign consumers’ blogs and online communities; second, interviews with local and foreign consumers to unveil critical incidents in service encounters; and third, an online survey of 139 foreign consumers living in Chile and 460 Chilean consumers to map differences in their expectations and evaluations of services.

Findings

A general analysis of local and foreign consumers living in an emerging market reveals that these two groups do not differ significantly in their expectations of service quality. The authors also find that differences in expectations and evaluations of service quality within a local emergent market are only partially explained by aggregating consumers according to their country or region of origin. Finally, the findings demonstrate that examining cultural differences at the individual level generates a better understanding of how cultural factors impact consumer expectations and evaluations of service quality within emerging markets.

Research limitations/implications

The research is limited to one emerging market (Chile) and focusses largely in one industry (banking). Further research should be conducted to examine the findings in other contexts, including developed markets, and to identify how other cultural differences (e.g. language mastery) within local markets may impact consumer expectations and evaluations of services.

Practical implications

Service companies operating in emerging markets should account for cultural differences when determining service standards and protocols. These differences may cut across the local-foreign divide and suggest that profiling foreign customers depending on their country of origin is not the most adequate approach for providing excellence in service and enjoying the benefits that follow.

Social implications

Foreign consumers living in a local market are frequently considered a homogeneous group distinct from local consumers, and are treated as such by public and private service providers. The study demonstrates that foreign consumers may be more or less similar to local consumers depending on their cultural values, and should not be considered as a uniform group.

Originality/value

The findings extend research on consumer expectations and evaluations of service quality to account for cultural diversity within local emerging markets. The authors demonstrate that a cluster-approach to examining consumer expectations and evaluations of service quality better accounts for variations due to cultural values within local markets.

Details

International Marketing Review, vol. 33 no. 1
Type: Research Article
ISSN: 0265-1335

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Abstract

Economists and sociologists have proposed arguments for why there can exist wage penalties for work involving helping and caring for others, penalties borne disproportionately by women. Evidence on wage penalties is neither abundant nor compelling. We examine wage differentials associated with caring jobs using multiple years of Current Population Survey (CPS) earnings files matched to O*NET job descriptors that provide continuous measures of “assisting & caring” and “concern” for others across all occupations. This approach differs from prior studies that assume occupations either do or do not require a high level of caring. Cross-section and longitudinal analyses are used to examine wage differences associated with the level of caring, conditioned on worker, location, and job attributes. Wage level estimates suggest substantive caring penalties, particularly among men. Longitudinal estimates based on wage changes among job switchers indicate smaller wage penalties, our preferred estimate being a 2% wage penalty resulting from a one standard deviation increase in our caring index. We find little difference in caring wage gaps across the earnings distribution. Measuring mean levels of caring across the U.S. labor market over nearly thirty years, we find a steady upward trend, but overall changes are small and there is no evidence of convergence between women and men.

Details

Gender Convergence in the Labor Market
Type: Book
ISBN: 978-1-78441-456-6

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Book part
Publication date: 30 May 2019

Eveldora Wheeler

Microaggressions have gained heightened attention in academic milieus (Solórzano, Ceja, & Yosso, 2000). Originally Pierce (1995) defined microaggressions as “subtle…

Abstract

Microaggressions have gained heightened attention in academic milieus (Solórzano, Ceja, & Yosso, 2000). Originally Pierce (1995) defined microaggressions as “subtle, stunning, and unconscious put-downs of those in inferior status” by a collection of individuals in power (p. 313). Sue (2010) suggests that specific interactions involving race, gender, disability, sexual orientation, religion, class, etc. can be susceptible to a potential racial microaggression.

This chapter will begin with a summary of the rewards and challenges of my doctoral journey. I will share highlighted perspectives from a faculty socio-cultural phenomena perspective. Next, the chapter will explore the phenomenon of monochromatic microaggressions (MM) through the lens of my initial experiences as a new and unknown tenure track Assistant Professor and African American (AA) female.

An additional motif presented in this narrative is a discourse on silent forms of microaggressions and monochromatic microaggressions, both in and out of the classroom (Hendrix, 2007). Monochromatic microaggressions represents hostilities from two distinct, yet combined, groups of individuals at the same time. The term connotes concerted and combined microaggressions and MM associated with the dominant group and horizontal violence perpetuated with oppressed groups. Both groups, identifying from different plateaus, elicit a duality of enmities (e.g., one from underprivilege and the other from privilege).

The intention of this narrative is to write a new future, provide mentoring to those that may be vulnerable to similar experiences and to encourage resilience and broad networking. This chapter presents a personal, transparent, inspirational, but heartfelt narrative.

Details

Diversity and Triumphs of Navigating the Terrain of Academe
Type: Book
ISBN: 978-1-78973-608-3

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Article
Publication date: 6 June 2019

Tyler Custis, Meghan Hoben and Payton Larsen

The purpose of this paper is to explore why the stagnant version of amateurism that is being used by the National Collegiate Athletic Association (NCAA) and its member…

Abstract

Purpose

The purpose of this paper is to explore why the stagnant version of amateurism that is being used by the National Collegiate Athletic Association (NCAA) and its member institutions to limit student–athlete compensation is creating labor law and antitrust violations, and ultimately contributing to a black market in college athletics.

Design/methodology/approach

The qualitative portion of the examination uses a review of historic and recent cases regarding labor law and antitrust violations and applies them to the college athletic industry. Furthermore, the quantitative portion creates a scaled revenue sharing calculation utilizing financial reports from university athletic departments and corresponding professional revenue-sharing agreements to discern an approximate value of a student–athlete’s participation.

Findings

The authors find that the current structure of the NCAA and regulatory framework perpetuate injustice for those who lack a voice in the system. Furthermore, the research shows a wage disparity of millions of dollars creating a lack of free market and black-market tensions to reach free market equilibrium.

Social implications

This research creates reasoning to restructure the NCAA system to adjust for modern commercialization and profits of the industry.

Originality/value

This paper highlights the legal and regulatory abuses by the NCAA, and demonstrates how the compensation gap created by these legal violations is creating a strain on free market flow ultimately leading to a black-market effect in the industry.

Details

Sport, Business and Management: An International Journal, vol. 9 no. 4
Type: Research Article
ISSN: 2042-678X

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Book part
Publication date: 19 September 2006

Lauren Langman and Meghan A. Burke

Arthur Schlessinger (1983) suggested that the contradictions and paradoxes of American foreign policy reflected contradictions and paradoxes in the underlying character of…

Abstract

Arthur Schlessinger (1983) suggested that the contradictions and paradoxes of American foreign policy reflected contradictions and paradoxes in the underlying character of the people. We would go further to suggest that the early years of colonial life, much like the early years of a person's life, had major consequences ever since. The intersection of Puritanism, available land, and eventually the rise of a commercial culture would forge a unique trajectory of what would be called “American Exceptionalism”, reflecting an “American character”, which itself is subject to three paradoxes or polarities, individualism vs. community, toughness vs. compassion, and moralism vs. pragmatism. The effect of this legacy and the dialectical aspect of American character were first evident when Winthrop proclaimed the city on the hill as the new Jerusalem. The legacy of that vision is taking place today in Iraq.

Details

Globalization between the Cold War and Neo-Imperialism
Type: Book
ISBN: 978-1-84950-415-7

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Book part
Publication date: 23 August 2018

Remi Joseph-Salisbury

Abstract

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Black Mixed-Race Men
Type: Book
ISBN: 978-1-78756-531-9

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Book part
Publication date: 16 October 2017

Vincent Mosco

Abstract

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Becoming Digital
Type: Book
ISBN: 978-1-78743-295-6

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Book part
Publication date: 15 July 2014

Daniel Silver and Terry Nichols Clark

The rise of arts and culture is transforming citizen politics. Though new to many social scientists, this is a commonplace for many policy makers. We seek to overcome this…

Abstract

The rise of arts and culture is transforming citizen politics. Though new to many social scientists, this is a commonplace for many policy makers. We seek to overcome this divide by joining culture and the arts with classic concepts of political analysis. We offer an analytical framework incorporating the politics of cultural policy alongside the typical political and economic concerns. Our framework synthesizes several research streams that combine in global factors driving the articulation of culture into political/economic processes. The contexts of Toronto and Chicago are explored as both enhanced the arts dramatically, but Toronto engaged artists qua citizens, while Chicago did not.

Details

Can Tocqueville Karaoke? Global Contrasts of Citizen Participation, the Arts and Development
Type: Book
ISBN: 978-1-78190-737-5

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Article
Publication date: 8 October 2018

Panos T. Chountalas and Athanasios G. Lagodimos

Despite its popularity, business process management (BPM) is not unequivocally defined, but obtains different forms with varying specifications. This paper presents a…

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1357

Abstract

Purpose

Despite its popularity, business process management (BPM) is not unequivocally defined, but obtains different forms with varying specifications. This paper presents a critical overview of BPM, as it appears within four dominant management paradigms: total quality management, standardized management systems, business process reengineering and Six Sigma. The purpose of this paper is to explore BPM specifications and compare the BPM implementation potential under each paradigm.

Design/methodology/approach

This is based on the analysis of a large number of highly cited scholarly publications. In order to identify the nature of BPM within each paradigm, a common framework for comparison is first established and then, for each paradigm, BPM is analyzed according to the main parameters of this framework.

Findings

Many differences among various BPM forms are paradigm driven. So, the approach adopted by each paradigm (i.e. individual-process or systemic approach) affects the scope and role of BPM. The principles of each paradigm directly affect the attributes assigned to BPM. Despite of important differences, the structure of BPM within all paradigms conforms to the stages of the classical BPM lifecycle. However, each paradigm assigns different weights to each stage and also displays different levels of BPM implementability.

Originality/value

The paper presents a first systematic comparison of BPM specifications for the dominant management paradigms primarily deployed. It thus explains why many attributes originating from the paradigms have crept into the general BPM specifications. This work can be considered as a step toward defining the core attributes of a paradigm-independent BPM model, thus enhancing its application scope as an invaluable management tool.

Details

Business Process Management Journal, vol. 25 no. 5
Type: Research Article
ISSN: 1463-7154

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