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The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off.

Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during their interactions with customers, which provided rich insights into the nature of live calls and service provision in 13 different teams, supplemented with informal semi-structured interviews with team managers, coaches, and centre managers.

The paper demonstrates that quantity and quality operate as a trade-off when the unit of analysis is the individual advisor or individual call fragment. However, if the entire customer enquiry is examined, quantity and quality are manifest differently: emphasising quality may also simultaneously support efficiency; favouring quantity may not only undermine quality but also ultimately circumvent efficiency gains.

The paper is based upon a single case study so further research is required to investigate whether findings concerning quantity-quality are manifest in other call centres, particularly of differing size and complexity.

Call centre management must recognise the negative consequences of focusing upon quantity, the potential benefits of instead emphasising quality, and also acknowledge the limitations of conventional quantitative and qualitative measures. Management should also consider attempting to foster and improve relations between teams and functions within call centres.

The paper provides a qualitative study of quantity and quality in call centres. Quantity and quality are examined beyond the conventional unit of analysis of the individual advisor or call, to explicate interdependence between past, current, and future actions and events involved in customer enquiries. Thus, quantity and quality are analysed in terms of the immediate focus during call handling and the longer run consequences for the efficiency and effectiveness of service provided by the call centre operation.

Although the theoretical trade-off between the quantity and quality of children is well established, empirical evidence supporting such a causal relationship is limited. This chapter applies a recently developed nonparametric estimator of the conditional local average treatment effect to assess the sensitivity of the quantity–quality trade-off to functional form and parametric assumptions. Using data from the Indonesia Family Life Survey and controlling for the potential endogeneity of fertility, we find mixed evidence supporting the trade-off.

This paper addresses revolutionary changes in the education, fertility and market work of U.S. families formed in the 1870s–1920s: Fertility fell from 5.3 to 2.6; the graduation rate of their children increased from 7% to 50%; and the fraction of adulthood wives devoted to market-oriented work increased from 7% to 23% (by one measure).

These trends are addressed within a unified framework to examine the ability of several proposed mechanisms to quantitatively replicate these changes. Based on careful calibration, the choices of successive generations of representative husband-and-wife households over the quantity and quality of their children, household production, and the extent of mother’s involvement in market-oriented production are simulated.

Rising wages, declining mortality, a declining gender wage gap, and increased efficiency and public provision of schooling cannot, individually or in combination, reduce fertility or increase stocks of human capital to levels seen in the data. The best fit of the model to the data also involves: (1) a decreased tendency among parents to view potential earnings of children as the property of parents and (2) rising consumption shares per dependent child.

Greater attention should be given the determinants of parental control of the work and earnings of children for this period.

One contribution is the gathering of information and strategies necessary to establish an initial baseline, and the time paths for parameters and targets for this period beset with data limitations. A second contribution is identifying the contributions of various mechanisms toward reaching those calibration targets.

The purpose of this paper is to obtain empirical evidence on the impacts of socio-economic and demographic factors on the fertility decisions taken by a common family in developing countries like Pakistan. Also, this study contravenes the conventional orthodoxy of childbirth decisions of a family by enlarging the canvas and conjectures the fundamental nexus amongst female’s education, fertility and contraceptive use.

The study is based on micro-level data, obtained from the Pakistan Demographic and Health Survey (2012-2013) which is the third survey carried out in Pakistan. Demographic and socio-economic profiles of 13,558 ever-married women, aged 15-49 years, were randomly selected from Gilgit Baltistan and the four provinces of Pakistan. Three dependent variables are used in empirical analysis i.e. current use of contraceptives, total fertility and cumulative fertility. In order to estimate the probability of contraceptive use maximum likelihood, Probit technique is employed with ordinary least squares on reduced form specifications of total fertility and cumulative fertility models.

The empirical results proved the hypotheses that educated females practice more family planning through modern contraceptives which leads to a decrease in total fertility rates. Some significant links among females’ education, contraceptive use and fertility define the quantity – quality trade-off and opportunity cost of time. Evidently, female education provides maturity and awareness of family size which is necessary to take crucial economic decisions.

The empirical evidence suggests that maximum efforts should be made toward women’s education. The current standard of education in Pakistan is not enough to overcome the long-standing problem of excessive child birth. This could be done with the help of public – private partnership as the measures taken by the government alone are insufficient. The government should initiate some adequate measures such as education and awareness about contraceptive usage at the secondary school level that could be a vivacious step to support fertility reduction.

The framework used in this study provides a broader intra-household income–expenditure approach. With a smaller family size, the household’s income would be shared among fewer individuals. It is highly probable that parents would be more attentive if they need to look after a few children. That is the best way to progress their children with limited resources.

From the socioeconomic perspectives, educated parents plan the ideal family size which allows them to spend more on their children’s upbringing.

This study captures the magnitude of fertility decisions with the relevance of the wife’s education because the present practice in Pakistan does not allow higher education for married women. This is why this study could be used as a benchmark for further study in the same area.

It has been argued that failure to enlist participation in education in developing countries cannot be attributed exclusively to insufficiency of the schools. To the extent that child schooling reflects parental capacity to invest in human capital formation, there is a need to reckon with the factors bearing on the parents′ decision regarding child schooling. As an illustrative example, examines the impact of household income, household size, ownership of assets, parents′ education, parents′ socio‐economic status, area literacy level and presence of school in the area on the schooling of an individual child in Pakistan.

Discusses quality in all its various guises and expounds the theory that if there are untapped resources in the different areas amongst the various processes and types of worker, then an increase in quantity and productivity can ensue from these. It is the capability of people as much as anything which is important and higher quality performance from all activities therein which should then occur. Good financial management is also required to develop the capability of production and organization to provide consistently what is desired for basic success.

Incentives are effective at enhancing productivity, but research also suggests that performance incentives can have “unintended negative consequences” including increases in hazard/injuries, increases in errors, and reduction in cooperation, prosocial behaviors, and creativity. Relatively overlooked is whether, when, and how incentives can be designed to prevent such negative consequences. The authors review literature in several disciplines (construction, healthcare delivery, economics, psychology, and [some] management) on this issue. This chapter, in toto, sheds a generally positive light and suggests that, beyond productivity, incentives can be used to improve other outcomes such as safety, quality, prosocial behaviors, and creativity, particularly when the incentives are thoughtfully designed. The review concludes with several potential fruitful areas for future research such as investigations of incentive-effect duration.

A major part of knowledge management for knowledge-intensive firms such as professional service firms is the increasing focus on thought leadership. Despite being a well-known term, it is poorly defined and analysed in the academic and practitioner literature. The aim of this article is to answer three questions. First, what is thought leadership? Second, what tensions exist when seeking to create thought leadership in knowledge-based organisations? Third, what further research is needed about thought leadership? The authors call for cross-disciplinary and academic–practitioner approaches to understanding the field of thought leadership.

The authors review the academic and practitioner literature on thought leadership to provide a rich oversight of how it is defined and can be understood by separating inputs, creation processes and outcomes. The authors also draw on qualitative data from 12 in-depth interviews with senior leaders of professional service firms.

Through analysing and building on previous understandings of the concept, the authors redefine thought leadership as follows: “Knowledge from a trusted, eminent and authoritative source that is actionable and provides valuable solutions for stakeholders”. The authors find and explore nine tensions that developing thought leadership creates and propose a framework for understanding how to engage with thought leadership at the industry/macro, organisational/meso and individual/micro levels. The authors propose a research agenda based on testing propositions derived from new theories to explain thought leadership, including leadership, reducing risk, signalling quality and managing social networks, as well as examining the suggested ways to resolve different tensions.

To the best of the authors’ knowledge, they are the first to separate out thought leadership from its inputs, creation processes and outcomes. The authors show new organisational paradoxes within thought leadership and show how they can play out at different levels of analysis when implementing a thought leadership strategy. This work on thought leadership is set in a relatively under-explored context for knowledge management researchers, namely, knowledge-intensive professional service firms.

It is consensus among the social scientist that education plays a vital role in human capital formation. The purpose of this paper is to explore the issue of education transmission across generations.

Primary data were collected from 613 households which were selected by applying the systematic random sampling technique. By using education as a continuous variable, the human capital base model has been estimated. These models have been estimated by applying the OLS technique.

The study finds persistence in education across generations and inequality in educational achievements. Mother’s education is found to be more important for daughters in the gender analysis but for combined effect father’s education has been observed stronger than mothers. The models with interaction terms have shown a stronger son-father and daughter-mother association in educational transmission. Moreover, findings exhibit that females are more educated as compared to males.

This study is providing a new dimension to the social scientist about the importance of education especially in a developing country like Pakistan.

The results of this study provide the guidelines to the policy makers and giving them the direction about the incremental change of the human capital through the intergenerational transmission mechanism.

The findings of this study can be used for upgrading of the social set up of a developing country like Pakistan.

This is an original effort and the first time this type of study is conducted in Pakistan.

The chapter investigates: (1) Do married parents efficiently allocate time to children’s health care? (2) Are parents willing to sacrifice consumption for health improvements at an equal rate for all family members? (3) How does family structure affect health trade-offs parents make? (4) Are parental choices consistent with maximization of a single utility function?

A model is specified focusing on how parents allocate resources between consumption and goods that relieve acute illnesses for family members. Equivalent surplus functions measuring parental willingness to pay to relieve acute illnesses are estimated using data from a stated-preference survey.

Results provide limited support for the prediction that married parents allocate time to child health care according to comparative advantage. Valuations of avoided illness vary between family members and are inconsistent with the hypothesis that fathers’ and mothers’ choices reflect a common utility function.

Prior research on children’s health valuation has relied on a unitary framework that is rejected here. Valuation researchers have focused on allocation of resources between parents and children while ignoring allocation of resources among children, whereas results suggest significant heterogeneity in valuation of health of different types of children and of children in different types of households.

Results may provide a justification on efficiency grounds for policies to provide special protection for children’s health and suggest that benefit–cost analyses of policies affecting health should include separate estimates of the benefits of health improvements for children and adults.