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Think human : the customer experience revolution in the digital age
\"In an increasingly competitive and digitalized world where experience has become king, Olivier Duha, CEO of Webhelp, highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction. Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, Think Human explores how you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, this book shows you how to develop your customer relations team into a key strategic resource for growth\"-- Provided by publisher.
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Net Neutrality: A Fast Lane to Understanding the Trade-offs
The last decade has seen a strident public debate about the principle of “net neutrality.” The economic literature has focused on two definitions of net neutrality. The most basic definition of net neutrality is to prohibit payments from content providers to internet service providers; this situation we refer to as a one-sided pricing model, in contrast with a two-sided pricing model in which such payments are permitted. Net neutrality may also be defined as prohibiting prioritization of traffic, with or without compensation. The research program then is to explore how a net neutrality rule would alter the distribution of rents and the efficiency of outcomes. After describing the features of the modern internet and introducing the key players, (internet service providers, content providers, and customers), we summarize insights from some models of the treatment of internet traffic, framing issues in terms of the positive economic factors at work. Our survey provides little support for the bold and simplistic claims of the most vociferous supporters and detractors of net neutrality. The economic consequences of such policies depend crucially on the precise policy choice and how it is implemented. The consequences further depend on how long-run economic trade-offs play out; for some of them, there is relevant experience in other industries to draw upon, but for others there is no experience and no consensus forecast.
Journal Article
The skill complementarity of broadband internet
Does adoption of broadband internet in firms enhance labor productivity and increase wages? Is this technological change skill biased or factor neutral? We combine several Norwegian data sets to answer these questions. A public program with limited funding rolled out broadband access points and provides plausibly exogenous variation in the availability and adoption of broadband internet in firms. Our results suggest that broadband internet improves (worsens) the labor market outcomes and productivity of skilled (unskilled) workers. We explore several possible explanations for the skill complementarity of broadband internet. We find suggestive evidence that broadband adoption in firms complements skilled workers in executing nonroutine abstract tasks, and substitutes for unskilled workers in performing routine tasks. Taken together, our findings have important implications for the ongoing policy debate over government investment in broadband infrastructure to encourage productivity and wage growth.
Journal Article
Net neutrality and investment incentives
This article analyzes the effects of net neutrality regulation on investment incentives for Internet service providers (ISPs) and content providers (CPs), and their implications for social welfare. Concerning the ISPs' investment incentives, we find that capacity expansion decreases the sale price of the priority right under the discriminatory regime. Thus, contrary to ISPs' claims that net neutrality regulations would have a chilling effect on their incentive to invest, we cannot dismiss the possibility of the opposite. A discriminatory regime can also weaken CPs' investment incentives because of CPs' concern that the ISP would expropriate some of the investment benefits.
Journal Article
Family-Supportive Supervisor Behavior, Felt Obligation, and Unethical Pro-family Behavior: The Moderating Role of Positive Reciprocity Beliefs
Drawing on social exchange theory, we argue that family-supportive supervisor behavior (FSSB) inhibits employees’ unethical pro-family behavior (UPFB) via the mediation of felt obligation. We further propose that employees’ positive reciprocity beliefs strengthen the hypothesized relationships. Using a sample consisting of 345 full-time employees from an Internet service company located in China, we found that felt obligation partially mediated the negative relationship between FSSB and UPFB and that the FSSB-felt obligation relationship and the mediation relationship were stronger for employees with higher positive reciprocity beliefs. Theoretical and practical implications, limitations, and future directions are discussed.
Journal Article
Net neutrality and high-speed broadband networks: evidence from OECD countries
Network neutrality regulations are intended to preserve the Internet as a non-discriminatory, public network and an open platform for innovation. Whereas the U.S. reversed its regulations in 2017, returning to a less strict regime, the EU has maintained its course and recently revised implementation guidelines for its strict and rather interventionist net neutrality regulations. To this day, there exist only a few empirical investigations on the impact of network neutrality regulations, based on rather broad measures of investment activities for individual countries. Our paper provides the first estimation results on the causal impact of net neutrality regulations on new high-speed (fiber-optic cable-based) infrastructure investment by Internet service providers. We use a comprehensive and most recent OECD panel data set for 32 countries for the period from 2000 to 2021 covering the entire high-speed broadband network deployment period. We employ various panel estimation techniques, including instrumental variables estimation. Our empirical analysis is based on theoretical underpinnings derived from a simplified model in a two-sided market framework. We find empirical evidence that net neutrality regulations exert a significant and strong negative impact on fiber investments. Our results suggest that, while we cannot provide evidence on the overall welfare consequences of net neutrality, imposing strict net neutrality regulations clearly slow down the deployment of new fiber-based broadband connections.
Journal Article