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Purpose — The purpose of this chapter is to assess empirically the levels of trust across the world and to explore possible differences in the levels of trust among different groups of respondents.Design/methodology/approach — We analyze the individual-level data from 81 countries around the world using latest available European Values Study (EVS) and World Values Survey (WVS) datasets (most data refer to the year 2008). Methodologically, we compose three trust indicators using confirmatory factor analysis and then compare the level of trust in different groups. After that we calculate country-level means of trust indicators and use these as inputs in cluster analysis.Findings — The results of our empirical analysis show that the level of trust among supervisors do not differ significantly from the overall level of trust in a society, supporting the hypothesis that honesty and trust tend to be contagious. Still, there are statistically significant differences in trust levels between almost all explored population groups which were composed on the basis of previous theoretical and empirical literature.Limitations — Our analysis covered only selected socio-economic determinants of trust. It would be reasonable to add some contextual or systemic factors at the level of nation (like GDP per capita, quality of formal institutions, society’s polarization, or others) into further analysis.Originality/value — Our analysis distinguishes between three different types of trust which are studied both at individual and national level. Also, differences between age groups and educational groups, men and women, religious and non-religious persons are examined. Finally, we compare the levels of trust of those supervising someone with the average trust levels in the society as a whole.

The purpose of this paper is to analyze the impact of individual logistics-related factors, namely, supplier involvement (SI), length of supplier relationship (LSR), use of information technology (IT), and logistics integration (LI) on a firm's supply chain performance (SCP) and test for the mediating effect of LI in a multi-country survey conducted in Brazil, Korea and India. The paper also develops a composite variable, supply chain competency (SCC), as an overall measure of the quality of a firm's supply chain and demonstrate its effect on a firm's SCP.

The research methodology was based on designing and administering a survey instrument. Data collected from 187 organizations in Brazil, Korea and India were analyzed using the partial least squares structural equation modeling methodology.

Results show that for the combined data, the direct effects of SI, LSR and IT on SCP are insignificant while LI has a very significant direct effect on SCP. On the other hand, except for SI, LSR and IT have significant effects on SCP through LI establishing the mediating role of LI. The paper also finds that SCC has a significant effect on SCP. Further, when countries are considered individually the paper finds that IT has a significant indirect effect on SCP in the case of all the countries while LSR has a significant indirect effect on SCP, both in the case of Brazil and Korea. Additionally, in the case of Korea SI has a significant indirect effect on SCP.

Like other survey-based research, the findings of this paper are also limited by the sample size. Especially, the observations specific to individual countries are as good as the respective sample sizes. Also, since all the respondents belonged to manufacturing firms, the findings of this paper are relevant for the manufacturing sector.

This paper establishes the mediating effect of LI in assessing the impact of logistics-related factors on a firm's SCP. It confirms that although logistics-related factors are necessary for a firm's superior SCP, they are not sufficient unless their interactions are taken into consideration, as evidenced by the significant positive relationship between SCC and SCP.

To the best of the authors’ knowledge, this paper is the first paper to study the effect of logistics-related factors on a firm's SCP and establish the mediating role of LI in a multi-country setting. This paper also develops a composite variable SCC and examines its effect on SCP.

This paper aims to introduce a cross-cultural study of the views and implications of Snowden’s revelations about NSA/GCHQ surveillance practices, undertaken through surveys administered in eight countries. The aims and academic and social significance are explained, and justification is offered for the methods used.

Pilot surveys were deployed in two countries, following which revised versions were deployed in eight countries (including expanded collection in the original pilot countries). Quantitative analysis of suitable answer sets (Yes/No; Likert scales) and quantitative analysis (interpretation of free text answers) were performed.

Through the pilot survey studies conducted in Japan and Spain, the academic significance and meaningfulness, as well as social significance of the project, were confirmed.

The results of the cross-cultural study are expected to contribute not only to the advance of surveillance study but also to the enhancement of ordinary, non-technical people’s awareness of state surveillance and their proactive approach to protecting their own rights and dignity from covert intrusion by government agencies.

This paper clarifies the importance and methodologies of investigating the social impact of Snowden’s revelations on youngsters’ attitudes toward privacy and state surveillance in a cross-cultural analysis framework. Although a few other studies have assessed the impact of Snowden’s revelations, these have mostly focussed on the USA, so this is the only study to date considering that impact on a broad international scale, using highly similar surveys to ensure comparability.

Against a background of rising inequalities in transitional countries, the purpose of this study is to focus on the analysis of the self‐perceived social stratification in the low‐income countries of the South Caucasus.

Using data from the recent multi‐country comparative survey conducted in Armenia, Azerbaijan and Georgia, this study examines the factors explaining self‐perceived stratification in the region. Ordered logit regression model is fitted to assess the determinants of the stratification.

One of the most important findings of this paper is that the majority of the people in the examined region consider themselves as middle class, although a considerable share of the general population are actually at the lowest level of society. Self‐perceived social stratification in the countries of this region can largely be explained by a set of factors within the direct social policy domain.

Active promotion of job intensive economic growth, supporting small businesses, improving effectiveness of social protection policies, affordability of healthcare and education, and active integration of migrants and investment in public infrastructure should also be priorities.

Addressing the identified policy priorities will permit counterbalancing stratification, supporting the middle class and reducing the poverty in the countries of the region.

To the best of the authors' knowledge, this is one of the first studies on the self‐perceived social stratification in the region of the low‐income countries of the South Caucasus.

The purpose of this article is to evaluate a method for measuring work activities and skill requirements of 160 occupations in eight countries, used in EurOccupations, an EU‐FP6 project. Additionally, it aims to explore how the internet can be used for measuring work activities and skill requirements.

For the 160 occupations, work activities were described in approximately ten tasks. Occupational experts and jobholders were invited to rate these tasks and to indicate the skill requirements, using a multilingual web‐survey. Experts were recruited through the networks of the project partners and jobholders through frequently visited websites in the eight countries. The effectiveness of the drafting of tasks descriptions, the recruitment of raters, and the measurement of skill requirements is evaluated.

The project showed that tasks descriptions for a wide range of occupations and countries can be drafted relatively easy, using desk research. Conducting a web‐survey with a routing for 160 occupations and eight countries is viable. Recruiting experts used more resources than recruiting jobholders using the internet. Measuring skill requirements would need much more resources due to major variations within and across countries.

The article addresses a number of areas that are potentially worthy of further empirical investigations for a Europe‐wide library of occupational titles, work activities and skill requirements.

The paper outlines the potential of a future method for a European library of work activities and skill requirements for occupational titles, thereby facilitating European industrial training efforts.

Insight in the work activities and skill requirements of occupations will facilitate labour mobility and related training across EU member states.

This paper explores the potential for a Europe‐wide empirical underpinning of work activities and skill requirements, using a web‐survey and the internet.

The purpose of this paper is to identify similarities and differences between qualitative-based and quantitative-based research, and to present recommendations for designing and conducting the research so that the possibilities of publishing it in leading Operations Management (OM) journals are improved.

The paper takes its outset in contributions made at the 2016 European Operations Management Association Young Scholars Workshop. The theme of the workshop was “Designing and developing research projects in Operations Management – from concept to publication.” Taking the perspectives of the case researcher, the survey researcher and the editor/reviewer, the authors present and discuss the views on and experiences with designing research for publication.

The authors identify a number of recommendations that researchers should use when designing, conducting, and presenting their research for publication. The recommendations include the need to clearly and concisely establish relevance, account for choice of methodology as well as the operationalization, sampling, analytical, and validation methods used, and demonstrate the contribution of the paper in the discussion section. Furthermore, the authors draw attention to the importance of developing a publication strategy as early as possible. Other important aspects include the title of the paper, keywords selection, and rejection criteria. Finally, the authors stress the importance of “total quality management” in designing and executing OM research.

Going beyond the standard author guidelines found at journal web sites, the authors present a collection of viewpoints, which are based on the authors’ experiences as reviewers, editors, and evaluators of OM research projects and their designs.

This paper aims to demonstrate that online complainants’ reactions to a company’s service recovery attempts (webcare) can significantly vary across two different types of dissatisfied customers (“vindictives” vs “constructives”), who have dramatically diverging complaint goal orientations.

Online multi-country survey among 812 adult consumers who recently had a dissatisfying brand experience and turned to a marketer-generated social media site to voice an online complaint for achieving their ultimate complaining goals. Scenario-based online experiment for cross-validating the survey findings.

Results suggest that “vindictive complainants” – driven dominantly by brand-adverse motives – are immune to any form of webcare, while “constructive complainants” – interested in restoring the customer-brand relationship – react more sensitively. For the latter, “no-responses” often trigger detrimental brand-related reactions (e.g. unfavorable brand image), whereas “defensive responses” are likely to stimulate post-webcare negative word-of-mouth.

This research identifies the gains and harms of (un-)desired webcare. By doing so, it not only sheds light on the circumstances when marketers have to fear negative effects (e.g. negative word-of-mouth) but also provides insights into the conditions when such effects are unlikely. While the findings of the cross-sectional survey are validated with an online experiment, findings should be interpreted with care as other complaining contexts should be further investigated.

Marketers have to expect a serious “backfiring effect” from an unexpected source, namely, consumers who were initially benevolent toward the involved brand but who received an inappropriate response.

This research is one of the first research studies that enables marketers to identify situations when webcare is likely to backfire on the brand after a service failure.

The objective of this research is to investigate the impact of offering product-linked services on the effectiveness of risk management and, subsequently, on financial performance.

The investigation is based on an empirical analysis employing structural equation modeling (SEM) and cross-industry and multi-country survey data of 307 companies. The theorization is guided by the information processing theory (IPT).

Considering the basic and advanced classification of services, the analysis suggests that only the provision of advanced services influences the effectiveness of risk management. Specifically, the provision of advanced services strengthens the preventive dimension of risk management. Surprisingly, the analysis reveals a negative direct impact of preventive risk management on financial performance. Preventive risk management, however, indirectly enhances financial performance by supporting reactive risk management.

For practitioners, the research suggests a positive impact of servitization in a long term rather than in form of instant financial benefits. The research attempts to highlight the specific role of supply chain risk management (SCRM) through which servitization has a positive impact on financial performance.

Although there are assumptions about both reduction and increase in risk when manufacturers offer services, the extant literature lacks an empirical investigation on the association between servitization and the effectiveness of risk management. This study addresses the stated gap and offers novel insights into the role of SCRM in the performance consequences of servitization.

The purpose of this paper is to empirically investigate the impact of complexity on the triple bottom line by applying information-processing theory. Specifically, the paper assesses the impact of internal manufacturing complexity on environmental, social, and financial performance. Furthermore, the paper assesses the moderating role of connectivity and shared schema in reducing the potential negative impact of complexity on performance.

Multi-country survey data collected through the Global Manufacturing Research Group were utilized to test the hypotheses. The authors used structural equation modeling to test the measurement and initial structural model. Furthermore, to test the proposed moderating hypotheses, the authors applied the latent moderated structural equations approach.

The results indicate that while complexity has a negative impact on environmental and social performance, it does not significantly affect financial performance. Furthermore, this negative impact can be reduced, to some extent, through connectivity; however, shared schema does not significantly impact on the complexity-performance relationship.

This study presents a comprehensive analysis of the impact of complexity on sustainability. Furthermore, it provides managerial applications as it proposes specific tools to deal with the potential negative influences of complexity.

The purpose of this study is to investigate the contingencies of supply chain risk management (SCRM) in manufacturing multinational corporations (MNCs) by exploring the moderating role of international asset dispersion in the performance effect of SCRM, as well as the counteraction effect of supply chain integration (SCI).

Multi-country survey data from a sample of 378 responses collected by the sixth round International Manufacturing Strategy Survey were analyzed. Hierarchical regression analysis was conducted to test the proposed hypotheses.

The results demonstrate that SCRM improves the operational effectiveness of manufacturing MNCs but this performance effect is attenuated by international asset dispersion. Nevertheless, external integration can counteract the negative effect of international asset dispersion and ensure the efficacy of SCRM practices.

The results of this study provide suggestions for supply chain managers of manufacturing MNCs to better conduct SCRM practices under the condition of dispersed international assets. Besides, supply chain managers can leverage external integration to ensure the efficacy of SCRM practices.

Although there are plenty of studies on the relationship between SCRM and operational performance, prior findings are inconsistent. This study sheds light on the SCRM-operational performance relationship by considering how a manufacturing MNC’s international asset dispersion can influence the efficacy of SCRM practices and how SCI can attenuate the negative effect of international asset dispersion.