Perceived Justice and Email Service Recovery

This study adds to the limited research of email service recovery. It is perhaps the first non-US study of email service recovery as well as the first study to apply a theoretical perspective ¬– perceived justice – to email service recovery. The results of three annual studies using Australian data resemble US results and support extending perceived justice to service recovery via email. The distributive elements of replying and offering compensation, the procedural element of answering completely and the interactional element of thanking the customer showed significant positive relationships with customer satisfaction, positive word-of-mouth and repurchase intent. Perhaps most importantly for practitioners, the results of a stepwise regression showed that incorporating the simple phrase "thank-you" in the email reply was a strong predictor of successful email service recovery. Finally, this study found that response time might be less critical than previously thought

Canadian Indigenous female leadership and political agency in climate change

The Canadian federal election of 2015 was a watershed moment for women’s political agency, indigenous activism and climate justice in Canada. Since 1990, skyrocketing fossil fuel extraction, especially in the Alberta tar sands, had generated escalating environmental crises on First Nations territories. Extreme weather events due to climate change were impacting communities across the country, with particular implications for women’s caring and other unpaid work. Ten years of attacks on women’s organizations and priorities by the conservative government of Prime Minister Stephen Harper had angered female voters. In response, indigenous and settler women’s organizing on climate and environmental justice, fossil fuel extraction and voting rights was an important factor in Harper’s October 2015 defeat. Justin Trudeau, elected on promises to address climate change, indigenous rights and gender equity, now faces the challenge of delivering on both distributive and procedural climate justice. This story of extraction, climate change, weather, unequal impacts, gender and political agency in a fossil fuel-producing country in the Global North has implications for gender and climate justice globally. Canada contains within its borders many examples of environmental racism stemming from fossil fuel extraction and climate change, paralleling global injustices. The politics of addressing these inequities is key to a successfully managed energy transition away from fossil fuels. In the Canadian case at least, women’s leadership – especially indigenous women’s leadership – is emerging as crucial.This research was supported by the Social Sciences and Humanities Research Council of Canada IDRC and SSHRC File Agreement No. 2017-0082 and SSHRC File #: 895-2013-1010 Project period: 01-April-14 to 31-Mar-2

Microfinance, Poverty Relief, and Political Justice

Microfinance - the practice of providing small loans to promote entrepreneurial activity among those with few financial assets - is increasingly seen as a sustainable means of aiding the global poor. Perhaps its most influential advocate, Nobel Laureate Muhammad Yunus, has claimed that there is a human right to microfinance, given its potential for poverty alleviation. This book directs critical philosophical attention at this very widely used and praised poverty-reducing measure. In chapters that discuss microfinance schemes and models around the world, internationally renowned contributors address important questions about both the positive impact of microfinance and cases of exploitation and repayment pressure. Exploring how far microfinance can or should be situated within broader concerns about justice, this volume sheds light on ethical issues that have so far received little systematic attention, and it advances discussion on new human rights, exploitation, and global justice

Does marketing and sales integration always pay off? evidence from a social capital perspective

Building on social capital theory, the authors view the marketing and sales interface as a set of inter-group ties and investigate how firms (1) generate value from inter-group relationships and (2) develop the social capital embedded in these relationships. Their findings suggest that social capital enhances, but can also limit, a firm’s performance depending on the characteristics of its customers. Their results also demonstrate that managing the marketing and sales interface at different levels of customer concentration is critical to the success of a firm’s performance.Marketing organization; sales organization; interface; social capital theory.

Configuring the Networked Citizen

Among legal scholars of technology, it has become commonplace to acknowledge that the design of networked information technologies has regulatory effects. For the most part, that discussion has been structured by the taxonomy developed by Lawrence Lessig, which classifies code as one of four principal regulatory modalities, alongside law, markets, and norms. As a result of that framing, questions about the applicability of constitutional protections to technical decisions have taken center stage in legal and policy debates. Some scholars have pondered whether digital architectures unacceptably constrain fundamental liberties, and what public design obligations might follow from such a conclusion. Others have argued that code belongs firmly on the private side of the public/private divide because it originates in the innovative activity of private actors. In a forthcoming book, the author argues that the project of situating code within one or another part of the familiar constitutional landscape too often distracts legal scholars from more important questions about the quality of the regulation that networked digital architectures produce. The gradual, inexorable embedding of networked information technologies has the potential to alter, in largely invisible ways, the interrelated processes of subject formation and culture formation. Within legal scholarship, the prevailing conceptions of subjectivity tend to be highly individualistic, oriented around the activities of speech and voluntary affiliation. Subjectivity also tends to be understood as definitionally independent of culture. Yet subjectivity is importantly collective, formed by the substrate within which individuality emerges. People form their conceptions of the good in part by reading, listening, and watching—by engaging with the products of a common culture—and by interacting with one another. Those activities are socially and culturally mediated, shaped by the preexisting communities into which individuals are born and within which they develop. They are also technically mediated, shaped by the artifacts that individuals encounter in common use. The social and cultural patterns that mediate the activities of self-constitution are being reconfigured by the pervasive adoption of technical protocols and services that manage the activities of content delivery, search, and social interaction. In developed countries, a broad cross-section of the population routinely uses networked information technologies and communications devices in hundreds of mundane, unremarkable ways. We search for information, communicate with each other, and gain access to networked resources and services. For the most part, as long as our devices and technologies work as expected, we give little thought to how they work; those questions are understood to be technical questions. Such questions are better characterized as sociotechnical. As networked digital architectures increasingly mediate the ordinary processes of everyday life, they catalyze gradual yet fundamental social and cultural change. This chapter—originally published in Imagining New Legalities: Privacy and Its Possibilities in the 21st Century, edited by Austin Sarat, Lawrence Douglas, and Martha Merrill Umphrey (2012)—considers two interrelated questions that flow from understanding sociotechnical change as (re)configuring networked subjects. First, it revisits the way that legal and policy debates locate networked information technologies with respect to the public/private divide. The design of networked information technologies and communications devices is conventionally treated as a private matter; indeed, that designation has been the principal stumbling block encountered by constitutional theorists of technology. The classification of code as presumptively private has effects that reach beyond debates about the scope of constitutional guarantees, shaping views about the extent to which regulation of technical design decisions is normatively desirable. This chapter reexamines that discursive process, using lenses supplied by literatures on third-party liability and governance. Second, this chapter considers the relationship between sociotechnical change and understandings of citizenship. The ways that people think, form beliefs, and interact with one another are centrally relevant to the sorts of citizens that they become. The gradual embedding of networked information technologies into the practice of everyday life therefore has important implications for both the meaning and the practice of citizenship in the emerging networked information society. If design decisions are neither merely technical nor presumptively private, then they should be subject to more careful scrutiny with regard to the kind of citizen they produce. In particular, policy-makers cannot avoid engaging with the particular values that are encoded

Specification of vertical semantic consistency rules of UML class diagram refinement using logical approach

Unified Modelling Language (UML) is the most popular modelling language use for software design in software development industries with a class diagram being the most frequently use diagram. Despite the popularity of UML, it is being affected by inconsistency problems of its diagrams at the same or different abstraction levels. Inconsistency in UML is mostly caused by existence of various views on the same system and sometimes leads to potentially conflicting system specifications. In general, syntactic consistency can be automatically checked and therefore is supported by current UML Computer-aided Software Engineering (CASE) tools. Semantic consistency problems, unlike syntactic consistency problems, there exists no specific method for specifying semantic consistency rules and constraints. Therefore, this research has specified twenty-four abstraction rules of class‟s relation semantic among any three related classes of a refined class diagram to semantically equivalent relations of two of the classes using a logical approach. This research has also formalized three vertical semantic consistency rules of a class diagram refinement identified by previous researchers using a logical approach and a set of formalized abstraction rules. The results were successfully evaluated using hotel management system and passenger list system case studies and were found to be reliable and efficient

Caritas in Veritate: Updating Catholic Social Teachings for Macromarketing and Business

In an effort to assess the latest thinking in the Roman Catholic Church on economic matters, this communications note briefly highlights the recent publication of a new encyclical by Pope Benedict XVI, Caritas in Veritate (Charity in Truth). Core ethical values, consistent with previous examples of Catholic Social Teaching (CST), are retained. However, some important nuances are added to previous treatments and certain points of emphasis are shifted to account for recent global developments. Key areas that relate to abiding marketing issues are spelled out and some brief commentary on matters of importance to macromarketing is offered

Online Dispute Resolution Through the Lens of Bargaining and Negotiation Theory: Toward an Integrated Model

[Excerpt] In this article we apply negotiation and bargaining theory to the analysis of online dispute resolution. Our principal objective is to develop testable hypotheses based on negotiation theory that can be used in ODR research. We have not conducted the research necessary to test the hypotheses we develop; however, in a later section of the article we suggest a possible methodology for doing so. There is a vast literature on negotiation and bargaining theory. For the purposes of this article, we realized at the outset that we could only use a small part of that literature in developing a model that might be suitable for empirical testing. We decided to use the behavioral theory of negotiation developed by Richard Walton and Robert McKersie, which was initially formulated in the 1960s. This theory has stood the test of time. Initially developed to explain union-management negotiations, it has proven useful in analyzing a wide variety of disputes and conflict situations. In constructing their theory, Walton and McKersie built on the contributions and work of many previous bargaining theorists including economists, sociologists, game theorists, and industrial relations scholars. In this article, we have incorporated a consideration of the foundations on which their theory was based. In the concluding section of the article we discuss briefly how other negotiation and bargaining theories might be applied to the analysis of ODR

Implications of \u3cem\u3eCaritas in Veritate\u3c/em\u3e for Marketing and Business Ethics

In an effort to assess the latest thinking in the Roman Catholic Church on economic matters, we examine the newest encyclical by Pope Benedict XVI, Caritas in Veritate (Charity in Truth) for guidance concerning marketing and business strategy. Core ethical values, consistent with historical Catholic Social Teachings (CST), are retained. However, some important nuances are added to previous treatments, and, reflecting the mind of the current Pontiff, certain points of emphasis are shifted to account for recent global developments. Key areas of consistency and differences (as we perceive them) are spelled out along with some brief commentary on the evolution of the CST position on matters of importance to business decision makers. We close our analysis with a brief discussion of how the lessons of the encyclical can be applied to selected marketing problems embedded with ethical issues, including some criteria for evaluating marketing programs. Finally, we note some editorial commentary published in the wake of the letter’s release along with our own summation