Purpose: Many global organizations have aligned their strategy and operation via the ISO-based framework of integrated management system (IMS) that allows them to merge quality, environment, health and safety management systems. In such context, having a robust electronic document management...

We investigate how the perceived quality influences touchpoint performance to provide a more nuanced understanding for analysing customer journeys. To answer the research questions, a survey in a real life online setting was carried out. The setting contained complex service solutions that were...

In an online experiment, we examine how ingroup bias and fairness concerns shape the redistributive preferences of UK resident natives and immigrants. Natives and immigrants were paired in a series of distributive situations. They chose how to divide a pie created from either party's previous...

Why do some people behave pro-socially while others do not? Using an experimental design based on Konow and Earley (JPubE, 2008), I investigate a reason already proposed by Aristotle in his Nicomachean Ethics: He claims that there is a nexus between virtues and well-being and that enduring...

We investigate the relevance of conditional reasoning and belief formation for the occurrence of the winner's curse with the help of two experimental manipulations. First, we compare results from a very simple common-value auction game with results from a transformed version of this game that...

If taxpayers believe past rates of compliance are indicative of the future, traditional measures for combating tax evasion can be compromised. We present evidence from a novel laboratory experiment with strategic complementarities showing that a history of low compliance can render a major...

Many countries grant exemption from legal prosecution under certain conditions, allowing for voluntary disclosures regarding tax evasion. Empirically, tax amnesties appear most successful when accompanied by an increase in enforcement efforts because they help evaders to adjust to the new...

I examine whether reference points can provide an explanation for rigid wages in recessions. Even though a recession provides a good reason to adjust wages downward, workers' perception of a "fair wage" may depend on their previous wage, their reference point. Using a laboratory experiment, I...