Ion Bombardment of Ni(110) Studied with Inverse Photoemission Spectroscopy and Low-Energy Electron Diffraction

Inverse photoemission spectroscopy (IPES) performed on clean Ni(110) reveals an unoccupied electronic surface state with energy ~ 2.5 eV above the Fermi level for emission near the Ȳ point of the Surface Brillouin Zone. Ion bombardment of the sample creates defects that reduce the intensity of the peak in IPES spectra. Sharp, intense diffraction spots in low-energy electron diffraction (LEED) patterns taken of the clean surface become dimmer after bombardment. Results of these measurements are compared to Monte Carlo simulations of the sputtering process to ascertain the approximate size of clean patches on the sample necessary to sustain the IPES and LEED features. At 170 K, the IPES surface state peak appears closely associated with the population of surface atomic sites contained in clean circular patches of about 50 atoms. The LEED patterns persist to greater degrees of sputtering and are associated with smaller clean patches. Both measurements performed at 300 K indicate significant self-annealing of the sputtering damage

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

Today, call center employees’ service encounters with external customers are extensively supported with modern information technology (IT). However, prior research on service quality and zone of tolerance (ZOT) focuses primarily on external customers with little attention paid to how internal customers (e.g., service employees) respond to services provided by internal functions, particularly IT function that supports employees’ IT use. Drawing on theory of administrative behavior and IT success literature, we conducted a study at a call center of a telecommunications firm and found that the impact of internal IT service quality (ITSQ) on employees’ service quality (ESQ) to external customers, as well as on their satisfaction with and use of the deployed technology, exhibits a positive diminishing pattern as ITSQ increases from below to within and to above the ZOT. We also found that ITSQ’s impact on ESQ employees\u27 satisfaction with technology changes more dramatically around adequate service level than desired service level. Finally, we show that call center employees’ satisfaction with technology partially mediates ITSQ’s impact on ESQ. Besides adding to the service and IT literature, our findings suggest that managers should understand internal customers’ different levels of expectations toward internal IT service and the differential performance impacts of those levels

Hybridization and Bond-Orbital Components in Site-Specific X-Ray Photoelectron Spectra of Rutile TiO\u3csub\u3e2\u3c/sub\u3e

We have determined the Ti and O components of the rutile TiO2 valence band using the method of sitespecific x-ray photoelectron spectroscopy. Comparisons with calculations based on pseudopotentials within the local density approximation reveal the hybridization of the Ti 3d, 4s, and 4p states, and the O 2s and 2p states on each site. These chemical effects are observed due to the large differences between the angular-momentum dependent matrix elements of the photoelectron process

From customer-oriented strategy to perceived organizational financial performance: the role of human resource management and customer-linking capability

Drawing on the organizational capabilities literature, we developed and tested a model of how supportive human resource management (HRM) improved firms’ financial performance perceived by marketing managers through fostering the implementation of a customer-oriented strategy. Customer-linking capability, which is the capability in managing close customer relationships, indicated the implementation of the customer-oriented strategy. Data collected from two emerging economies–China and Hungary–established that supportive HRM partially mediated the relationship between customer-oriented strategy and customer-linking capability. Customer-linking capability further explained how supportive HRM contributed to perceived financial performance. This study explicates the implication of customer-oriented strategy for HRM and reveals the importance of HRM in strategy implementation. It also sheds some light on the “black-box” between HRM and performance. While making important contributions to the field of strategy, HRM and marketing, this study also offers useful practical implications

Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management

This article develops a framework for assessing how marketing actions affect customers’lifetime value to the firm. The framework is organized around four critical actions that firms must take to effectively manage the asset value of the customer base: database creation, market segmentation, forecasting customer purchase behavior, and resource allocation. In this framework, customer lifetime value is treated as a dynamic construct, that is, it influences the eventual allocation of marketing resources but is also influenced by that allocation. By viewing customers as assets and systematically managing these assets, a firm can identify the most appropriate marketing actions to acquire, maintain, and enhance customer assets and thereby maximize financial returns. The article discusses in detail how to assess customer lifetime value and manage customers as assets. Then, it identifies key research challenges in studying customer asset management and the managerial challenges associated with implementing effective customer asset management practices.Yeshttps://us.sagepub.com/en-us/nam/manuscript-submission-guideline

In Search of the High Road: Meaning and Evidence

This article is the first in a series to celebrate the 70th anniversary of the ILR Review. We will be highlighting important research themes that have been featured in the journal over its many years of publication. In this article, Paul Osterman reviews research on the quality of jobs and recent debates over “High Road” and “Low Road” approaches to employment practices. Scholars and policy advocates frequently utilize the distinction between High Road and Low Road firms as a framework for efforts to improve the quality of work in low-wage employers. This article assesses the logic and evidence that underlies this construct. The author provides a definition of the concept and examines the evidence behind the assumption that firms have a choice in how they design their employment policies. He then takes up the assertion that firms that adopt a High Road model can “do well by doing good” and adds precision to this claim by reviewing the evidence that a profit-maximizing firm would benefit from following the High Road path. The article concludes by suggesting a research agenda and providing a framework for policy that flows from the conclusions drawn from the existing research base