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The Global City
This classic work chronicles how New York, London, and Tokyo became command centers for the global economy and in the process underwent a series of massive and parallel changes. What distinguishes Sassen's theoretical framework is the emphasis on the formation of cross-border dynamics through which these cities and the growing number of other global cities begin to form strategic transnational networks. All the core data in this new edition have been updated, while the preface and epilogue discuss the relevant trends in globalization since the book originally came out in 1991.
eBook
Value of High-Quality Logistics: Evidence from a Clash Between SF Express and Alibaba
Consumers regard product delivery as an important service component that influences their shopping decisions on online retail platforms. Delivering products to customers in a timely and reliable manner enhances customer experience and companies’ profitability. In this research, we explore the extent to which customers value a high-quality delivery experience when shopping online. Our identification strategy exploits a natural experiment: a clash between SF Express and Alibaba, the largest private logistics service provider with the highest reputation in delivery quality in China and the largest online retail platform in China, respectively. The clash resulted in Alibaba unexpectedly removing SF Express as a shipping option from Alibaba’s retail platform for 42 hours in June 2017. Using a difference-in-differences design, we analyze the market performance of 129,448 representative stock-keeping units on Alibaba to quantify the economic value of a high-quality delivery service to sales, product variety, and logistics rating. We find that the removal of the high-quality delivery option from Alibaba’s retail platform reduced sales by 14.56% during the clash, increased the contribution of long-tail to total sales—sales dispersion—by 3%, but did not impact the variety and logistics rating of sold products. Furthermore, we also identify product characteristics that attenuate the value of high-quality logistics and find that the removal of SF Express is more obstructive for (1) star products as compared with long-tail products because the same star products are likely to be supplied by competing retail platforms that customers can easily switch to, (2) expensive products because customers need a reliable delivery service to protect their valuable items from damage or loss, and (3) less-discounted products because customers are more willing to sacrifice the service quality over a price markdown.
This paper was accepted by Victor Martínez-de-Albéniz, operations management.
Journal Article
The rise of the service economy
This paper analyzes the role of specialized high-skilled labor in the disproportionate growth of the service sector. Empirically, the importance of skill-intensive services has risen during a period of increasing relative wages and quantities of high-skilled labor. We develop a theory in which demand shifts toward more skill-intensive output as productivity rises, increasing the importance of market services relative to home production. Consistent with the data, the theory predicts a rising level of skill, skill premium, and relative price of services that is linked to this skill premium.
Journal Article
Services Marketing and Customer Relationship Management
CRM enables businesses to build lasting relationships with both new and existing customers, while optimizing corporate efficiency. This book explores the key concepts of customer relationship management and provides practical tools and techniques for managing customer relationships. It also discusses the importance of effective service delivery and how it can be used to build strong customer relationships. With real-world cases and examples, this book is an essential resource for anyone interested in the field of services marketing and customer relationship management.
eBook
The intangible economy : how services shape global production and consumption
\"Highlights the evolution and significance of services in the global economy, including as a vehicle for development\"--Provided by publisher.
Book
Hard Times: Routine Schedule Unpredictability and Material Hardship among Service Sector Workers
Abstract
American policymakers have long focused on work as a key means to improve economic wellbeing. Yet, work has become increasingly precarious and polarized. This precarity is manifest in low wages but also in unstable and unpredictable work schedules that often vary significantly week to week with little advance notice. We draw on new survey data from The Shift Project on 37,263 hourly retail and food service workers in the United States. We assess the association between routine unpredictability in work schedules and household material hardship. Using both cross-sectional models and panel models, we find that workers who receive shorter advanced notice, those who work on-call, those who experience last minute shift cancellation and timing changes, and those with more volatile work hours are more likely to experience hunger, residential, medical, and utility hardships as well as more overall hardship. Just-in-time work schedules afford employers a great deal of flexibility but at a heavy cost to workers’ economic security.
Journal Article