Journal of Managerial Issues; JMI

Attitude Toward the Customer: A Study of Product Returns Episodes

This study investigates how the behavior of customers during a service recovery episode influences a retail salesperson's attitude toward the customer (Ac) and likelihood of accepting a product return. Using a 2x2x2 design in which legitimacy (normative, cognitive, and regulative) of the return request by the customer was manipulated, 238 retail salespeople were faced with a decision to accept or reject the return of an item. Results indicate that the perceived legitimacy of the return reques...

Intraindustry Executive Succession, Competitive Dynamics, and Firm Performance: Through the Knowledge Transfer Lens

The use of intraindustry executive succession as an organizational learning mechanism is explored. Drawing from the knowledge management, executive succession, and competitive dynamics literatures, a conceptual model is developed that suggests organizations use this form of succession to access tacit, architectural knowledge held by rivals in order to implement rapid competitive responses. This phenomenon may also lead to reduced long-term performance by promoting imitation and intense rivalr...

Employment Capital, Board Control, and the Problem of Misleading Disclosures*

Accounting and disclosure scandals unfortunately have become part of the business landscape in recent years. We investigate potential antecedents of this phenomenon by developing a framework examining the effects of employment capital and board control on the likelihood of misleading disclosures. Our findings show that executives of high-return firms seem motivated to protect their employment capital by issuing misleading disclosures to give the appearance of continuing high performance. We a...

Shareholder Value Ideology, Reciprocity and Decision Making in Moral Dilemmas

In this study, we contend that the ideology of shareholder value, which is conceivably a product of shareholder theory, and the norm of reciprocity, which is arguably a foundation of stakeholder theory, influence managerial decision making in stakeholder moral dilemmas. From our experimental research, the findings indicated that when participants faced the dilemmas between (1) maximizing profits and shareholders' wealth at the expense of other stakeholders including suppliers, customers and e...

Human Resource Safety Practices and Employee Injuries

This study investigates how organizations can improve employee safety by examining the association Human Resource (HR) safety practices (selection, training, evaluations, compensation) have with employee injuries. Top and operational-level managers at forty-eight organizations completed a survey regarding their safety-related HR practices and provided organizational injury records for the past five years. The findings of this study contribute to the study of safety, by identifying HR safety p...

The Knowledge Strategy Orientation Scale: Individual Perceptions of Firm-Level Phenomena

We developed the Knowledge Strategy Orientation Scale (KSOS) to overcome some of the methodological problems inherent in strategic management research: an over-reliance on archival data, the use of single-item measures, and the wildly varying use of proxy measures for focal constructs. This article presents a psychometric evaluation of survey items based upon theoretical insights provided by Holmqvist (2004), March (1991), Levinthal and March (1993), Bierly and Chakrabarti (1996), and Zack (1...

Enhancing Product Recovery Value in Closed-Loop Supply Chains with Rfid

Closed-loop supply chains' integration of the forward and reverse supply chains is an emerging area of interest as firms seek to reduce costs of returns, increase profits through value recovery and meet more stringent environmental standards. Closed-loop supply chains have a higher level of complexity than stand alone forward supply chains or reverse logistics networks due to the uncertainty in the timing, location, quantity and quality of returned goods. This uncertainty inhibits effective a...