Search results

The stable and predictable agricultural, infrastructure, manufacturing, and energy economies of hard products have been followed by economies that offer softer products such as services, information, knowledge, health care, digitization, networking, globalization, entertainment, sustainability, and currently, well-being and happiness. Such soft market products are loaded with buyer–seller information asymmetries (BSIA) that create market risk, market uncertainty, market chaos, and ambiguity – all of which are specific types of market turbulence. In this context, this chapter investigates the phenomena of turbulence, specifically environmental turbulence whose major subsets are technological turbulence and market turbulence. We cite several recent geopolitical variables and events that have aggravated market turbulence such as Chinese economic invasion of global markets, global climate change, Brexit, international asylum-seeking migrations, artificial intelligence, and demonetization. We also define market turbulence as varied forms of BSIA for which both marketers and consumers must have appropriate joint responsibility. In addition, we focus on ethical and moral marketing responsibilities for reducing BSIA under each type of turbulence.

Purpose – Although some literature exists on how consumers may interpret firm-generated signals about the unobservable quality of their product, there has been little effort to examine whether and how managers deploy signals about unobservable quality to compete.Design/methodology/approach – In this chapter, we address this issue by examining whether managers consciously use signals to compete with other firms, and how they choose between the vast number of signals available to them. We develop a formal model that allows us to generate a set of predictions drawn from information economics and behavioral decision theory. The predictions specify a pattern of managerial behavior according to which signals belonging to some categories are relatively attractive (for economic as well as psychological reasons).Findings – We report on the results of a series of three experiments in which executives are given the opportunity to deploy signals to communicate unobservable quality to skeptical consumers in a competitive market.Value/originality – The results of the studies provide compelling evidence in support of the formal argument.

This paper aims to develop and test a new way of modeling airline operations and apply it to measure and compare the efficiency of international airlines, with a special focus on deregulation effects. The paper elaborates on the choice of variables, following the early work of Schefczyk (1993) and Scheraga (2004). The value chain of the airlines determines the variables included in three different models. Using data envelopment analysis, the efficiency scores show that North American airlines are more efficient in producing services offered to customers. Few differences are found between regions in allocating service output to match demand. One plausible explanation for this difference is that airlines operate within competitive environments. In a highly competitive market, management decisions focus on productive actions and cost reduction. In a less competitive environment, there is a higher degree of adjustments of the services produced. Using the Malmquist productivity index, measurements reveal that there is a catch-up effect for the European and Asian/South American airlines service production during the studied time period, which was from 1990 to 2003.

The chapter aims to identify strategies used by Arab deputy-principals in Israel to manage their emotions at work. The following questions guided the research: (1) Which emotions do Arab deputy-principals tend to express and which emotions do they suppress? and (2) How do they suppress the expression of certain emotions and are the results of such suppression? In order to explore these issues, the author adopted qualitative research methodology, conducting 15 semi-structured interviews with school deputy-principals in the Arab education system in Israel. It was found that deputies described their relations with the principal and the teachers in terms of closeness, attentiveness, support, encouragement, inclusion and conflict resolution. Deputy-principals reported suppressing their emotions, because their expression might be understood as a personal weakness. They felt that an effective deputy has to conceal some or his/her unpleasant emotions (hate, anger or fear) to emphasise that the principal is the real ‘boss’ in the school. Arab cultural norms dictate that female deputy-principals cannot display their emotions in front of a male teacher and vice versa. Understanding the unique social and organisational contexts in which Arab deputies work may clarify correlations between organisational culture, professional ethics and emotion regulation. Further conclusions and implications are discussed.

Social enterprises (SEs), part of the third sector, are hybrid organizations combining the pursuit of social scopes with commercial business solutions. In seeking for social value, they pair for-profit and non-profit features, thereby compensating for shortcomings of both the public sector and the commercial market. Therefore, the performance management of such organizations assumes a crucial relevance. Among the available tools, the balanced scorecard (BSC) aims to capture performance multidimensionality, at the same time fostering legitimacy towards stakeholders.

In general terms, the BSC has the limit to follow a linear and static logic of construction and functioning. For this reason, scholars combine it with system dynamics (SD) to create dynamic balanced scorecards (DBSCs). However, literature seems to devote scarce attention to the adoption of such analytic tools in the third sector, particularly in SEs. This chapter wants to contribute to bridging this gap by proposing a tailored application in the context of a social cooperative, active in the clothing recycle and in the re-integration of disadvantaged social categories. By referring to previous literature about DBSC, two modelling strategies are identified: the BSC-driven and the SD-driven. The latter, based on inductive reasoning, is the one privileged for the study because of its wider flexibility. The modelling outputs consider different perspectives than the ones within traditional BSCs, contain elements of circular causality and show how financial and non-financial performances interplay and co-determine each other. Insights from the proposed model can be useful to support both decision-making and stakeholder engagement.