The tenant as a customer: can good service improve real estate performance?

Customer Relationship Management (CRM) theory suggests that good customer service results in satisfied customers, who in turn are more likely to remain loyal and recommend the service provider to others. Proponents of good customer service for tenants claim that landlords should see a return on any investment in their customer service, in the form of enhanced real estate performance. This paper begins by reviewing research on customer service returns in other industries. Through consideration of the characteristics of real estate markets, the paper explains how factors such as (inter alia) lease terms, property market cycles, and property type, might determine the relationship between customer service and real estate performance. The paper concludes that further research is needed to isolate specific aspects of customer service that are most appreciated by customers. It suggests that the financial returns which accrue to landlords adopting a customer-focused approach might indeed be quantified, and suggests an appropriate method for such future research.

Impression management, myth creation and fabrication in private social and environmental reporting: insights from Erving Goffman

This paper explores the nature of private social and environmental reporting (SER). From interviews with UK institutional investors, we show that both investors and investees employ Goffmanesque, staged impression management as a means of creating and disseminating a dual myth of social and environmental accountability. The interviewees’ utterances unveil private meetings imbued with theatrical verbal and physical impression management. Most of the time, the investors’ shared awareness of reality belongs to a Goffmanesque frame whereby they accept no intentionality, misrepresentation or fabrication, believing instead that the ‘performers’ (investees) are not intending to deceive them. A shared perception that social and environmental considerations are subordinated to financial issues renders private SER an empty encounter characterised as a relationship-building exercise with seldom any impact on investment decision-making. Investors spoke of occasional instances of fabrication but these were insufficient to break the frame of dual myth creation. They only identified a handful of instances where intentional misrepresentation had been significant enough to alter their reality and behaviour. Only in the most extreme cases of fabrication and lying did the staged meeting break frame and become a genuine occasion of accountability, where investors demanded greater transparency, further meetings and at the extreme, divested shares. We conclude that the frontstage, ritualistic impression management in private SER is inconsistent with backstage activities within financial institutions where private financial reporting is prioritised. The investors appeared to be in a double bind whereby they devoted resources to private SER but were simultaneously aware that these efforts may be at best subordinated, at worst ignored, rendering private SER a predominantly cosmetic, theatrical and empty exercise.

Design meetings and the coordination of expertise

The coordination of work and expertise in construction projects is often treated in terms of models or formal rules. However, much is to be gained, if we are to understand it, by examining actual coordination practices. The objective in this article is to address practices of coordination of expertise in the context of design team meetings. The focus is specifically on conversational practices between the structural engineer and the landscape architect part of the design team in a healthcare infrastructure project. The central argument is that the coordination of expertise relied on and was organised by mundane and everyday methods, and not by formal and abstract ones. This argument is drawn from ethnomethodology, a form of sociological analysis that focuses on the situated methods by which activities are produced, but shares concerns found in the literature on actual project management practices. The ethnomethodological stance, however, offers a different perspective on the significance of the empirical reality of projects and a possibility to incorporate within this literature a concern with the ordinary methodical organisation of project activities.

Impression management, fabrication and myth creation in private social and environmental reporting: insights from Erving Goffman

This paper explores the nature of private social and environmental reporting (SER). From interviews with UK institutional investors, we show that both investors and investees employ Goffmanesque, staged impression management as a means of creating and disseminating a dual myth of social and environmental accountability. The interviewees’ utterances unveil private meetings imbued with theatrical verbal and physical impression management. Most of the time, the investors’ shared awareness of reality belongs to a Goffmanesque frame whereby they accept no intentionality, misrepresentation or fabrication, believing instead that the ‘performers’ (investees) are not intending to deceive them. A shared perception that social and environmental considerations are subordinated to financial issues renders private SER an empty encounter characterised as a relationship-building exercise with seldom any impact on investment decision-making. Investors spoke of occasional instances of fabrication but these were insufficient to break the frame of dual myth creation. They only identified a handful of instances where intentional misrepresentation had been significant enough to alter their reality and behaviour. Only in the most extreme cases of fabrication and lying did the staged meeting break frame and become a genuine occasion of accountability, where investors demanded greater transparency, further meetings and at the extreme, divested shares. We conclude that the frontstage, ritualistic impression management in private SER is inconsistent with backstage activities within financial institutions where private financial reporting is prioritised. The investors appeared to be in a double bind whereby they devoted resources to private SER but were simultaneously aware that these efforts may be at best subordinated, at worst ignored, rendering private SER a predominantly cosmetic, theatrical and empty exercise.

Talent management and expatriation: bridging two streams of research and practice

This paper argues that talent management and expatriation are two significantly overlapping but separate areas of research and that bringing the two together has significant and useful implications for both research and practice. We offer indications of how this bringing together might work, in particular developing the different results that will come from narrower and broader concepts of talent management. Our framework defines global talent management as a combination of high-potential development and global careers development. The goal of the paper is to lay the foundations for future research while encouraging organizations to manage expatriation strategically in a talent-management perspective.

HESS Opinions: On forecast (in)consistency in a hydro-meteorological chain: curse or blessing?

Flood forecasting increasingly relies on numerical weather prediction forecasts to achieve longer lead times. One of the key difficulties that is emerging in constructing a decision framework for these flood forecasts is what to dowhen consecutive forecasts are so different that they lead to different conclusions regarding the issuing of warnings or triggering other action. In this opinion paper we explore some of the issues surrounding such forecast inconsistency (also known as "Jumpiness", "Turning points", "Continuity" or number of "Swings"). In thsi opinion paper we define forecast inconsistency; discuss the reasons why forecasts might be inconsistent; how we should analyse inconsistency; and what we should do about it; how we should communicate it and whether it is a totally undesirable property. The property of consistency is increasingly emerging as a hot topic in many forecasting environments.

Consumer attitudes to injurious pecking in free range egg production

Free range egg producers face continuing problems from injurious pecking (IP) which has financial consequences for farmers and poor welfare implications for birds. Beak trimming has been practised for many years to limit the damage caused by IP, but with the UK Government giving notification that they intend to ban beak trimming in 2016, considerable efforts have been made to devise feasible housing, range and management strategies to reduce IP. A recent research project investigated the efficacy of a range of IP reducing management strategies, the mean costs of which came to around 5 pence per bird. Here, the results of the above project’s consumer survey are presented: consumers’ attitudes to free range egg production are detailed showing that, whilst consumers had a very positive attitude towards free range eggs, they were especially uninformed about some aspects of free range egg production. The contingent valuation technique was used to estimate the price premium consumers would be prepared to pay to ensure that hens do not suffer from IP: this was calculated as just over 3% on top of the prevailing retail price of free range eggs. These findings reinforce other studies that have found that whilst consumers are not generally well-informed about certain specific welfare problems faced by animals under free range conditions, they are prepared to pay to improve animal welfare. Indeed, the study findings suggest that producers could obtain an additional price premium if they demonstrate the welfare provenance of their eggs, perhaps through marketing the eggs as coming from birds with intact beaks. This welfare provenance issue could usefully be assured to consumers by the introduction of a mandatory, single, accredited EU-wide welfare-standards labelling scheme.

Opções reais em decisões de investimento de exploração e produção

Este trabalho faz uma revisão dos principais conceitos que definem a Teoria de Opções Reais. Tem como objetivo discutir o problema da decisão de investimento sob incerteza aplicado a problemas de Exploração e Produção de petróleo (E&P). Foram priorizados modelos simples que podem ser facilmente implantados no dia a dia de uma empresa, incluindo o clássico de Paddock, Siegel e Smith (1988). Os modelos discutidos são elaborados com Movimento Geométrico Browniano, que pode ser uma aproximação razoável para a modelagem de preços, a depender dos parâmetros considerados. Em particular, é apresentado um modelo de opção composta para exploração, que se revela mais apropriado por considerar o risco geológico e os estágios da opção com expiração diferenciada. A priorização de investimentos com auxílio de OR para uma carteira representativa de um portfolio de projetos de Produção também é testada, resultando numa maior relação VPL / Investimento da carteira selecionada.

Editor distribuído de manipulação colaborativa de documentos diagramáticos

Este trabalho apresenta um framework para editores distribuídos de manipulação colaborativa de documentos diagramáticos (FreDoc). FreDoc fornece um conjunto de classes que propicia um ambiente distribuído para edição colaborativa de diagramas de duas dimensões. Ele é constituído de 4 pacotes de classes: 1) de controle de acesso; 2) de controle de edição; 3) formas geométricas básicas; e 4) editor distribuído. Além disso, é apresentado um estudo sobre mecanismos para construção de editores distribuídos. Editores distribuídos são ferramentas úteis no processo de criação de documentos em um ambiente colaborativo tal como a World Wide Web. O uso de editores distribuídos torna o processo de colaboração mais rápido, pois o colaborador participa ativamente do processo de construção através da inserção de anotações que. Estas anotações podem ser aceitas ou rejeitadas total ou parcialmente pelo ou coordenador. Por fim, é descrito um protótipo, o FreDocUML, desenvolvido para testar a aplicação do framewrok FreDoc, mostrando um processo colaborativo de edição de diagrama de classes na notação UML é descrito.

Análise da gestão patrimonial de empresa privada

Este projeto destina-se a analisar a gestão dos bens patrimoniais na empresa privada. Procura-se obter um diagnóstico de como as empresas conduzem a gestão do seu patrimônio, relativamente a eficiência e produtividade, diante de uma economia globalizada. A pesquisa será fundamentada em levantamentos de conceitos e práticas da gestão dos recursos patrimoniais. Serão realizados também, levantamentos em algumas empresas para se conhecer e avaliar as dificuldades e as práticas conduzidas. Torna-se oportuno ressaltar que este trabalho não focará somente os aspectos contábeis e de legislação que a empresa está submetida, ainda que tais aspectos estejam contemplados no estudo.

Governança,alavancagem e ciclicidade: a eficiência do modelo brasileiro de private equity

Este trabalho objetiva analisar a eficiência dos comitês de investimento no modelo de investimento em private equity através de FIPs (Fundos de Investimento em Participações) que não utilizam alavancagens em suas aquisições. Tal análise é feita através de uma comparação com o modelo americano, no qual tipicamente o gestor do fundo tem o poder de decisão sobre os investimentos e as aquisições são realizadas utilizando financiamento de terceiros. A dissertação é iniciada com uma revisão bibliográfica não-exaustiva dos trabalhos da academia brasileira sobre o tema de private equity. Em seguida, levanta-se as particularidades do modelo dos FIPs, principalmente a decisão de investimento feita em conjunto pelo gestor e seus investidores através de comitês de investimento e a rara utilização de alavancagem nas aquisições, e demonstra-se como o impacto destas características altera o equilíbrio do modelo proposto por Axelson, Strömberg e Weisbach. Conclui-se que as particularidades do modelo dos FIPs que não utilizam alavancagens nas aquisições oferecem: (i) melhor proteção aos interesses dos investidores, e uma representativade similar aos conselhos de administração de companhias abertas, e (ii) permitem que o gestor aproveite os períodos nos quais as transações ocorrem a um múltiplo mais baixo, resultando num modelo mais eficiente de investimento e que evita a multiplicação dos ciclos econômicos. Tais conclusões, no entanto, estão sujeitas à observação das seguintes condições: (i) o comitê deve ter qualificação igual ou superior ao do gestor; (ii) o comitê deve ter disponibilidade de tempo e corpo suficientes para analisar os investimentos nas mesma profundidade que o gestor, (iii) a existência do comitê de investimento não deve acarretar numa desvantagem para o gestor em termos de agilidade de resposta nas negociações. Finalmente, são levantadas algumas situações de ponteciais conflitos de interesse nas quais os membros dos comitês de investimento podem se encontrar.