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Purpose – This paper aims to use the Capability Approach in order to shed light on the capability for voice of workers in an industrial restructuring process. Design/methodology/approach – The research relies on conceptual frames and distinctions borrowed from Amartya Sen, Jon Elster and Jürgen Habermas. It is based on an empirical case study: the restructuring of the Brussels plant of the Volkswagen (VW) group in 2006-2007. Findings – The central distinction established in the paper is the one between deliberation and bargaining. The structures that characterized social dialogue at the VW plant in Brussels did not totally deprive Belgian workers of capability for voice. But they seriously limited its scope. Research limitations/implications – The empirical investigation is focused more on trade unions than on internal management relationships. Social implications – The paper presents an analysis of the real opportunities for deliberation and bargaining that goes beyond the mere formal implementation of social law. Originality/value – The paper discusses application of the Capability Approach to empirical procedures of collective bargaining in the context of a globalised restructuring process in the automotive sector. [ABSTRACT FROM AUTHOR]

Purpose – To ease adjustments in the labour market, many countries have softened their legislation since the 1970s by introducing flexible labour contracts or by making their use easier. The purpose of this paper is to document labour management of temporary contracts during the last 20 years in Belgium, compared to the situation in its neighbouring countries. The authors investigate the determinants of the use of flexible labour contracts and the consequences of their introduction on labour dynamics. Design/methodology/approach – A dynamic Probit is considered to model the use of fixed term labour contracts (FTCs) and standard dynamic labour demand equations are used to test the impact of labour contracts on the labour adjustment at the firm level, using a panel of around 8,000 firms during the period 1998-2005. Findings – The results indicate that some firms follow labour management based on a core (indefinite term contracts – ITCs) and a peripheral component (FTCs) and manage temporary contracts on a "permanent" basis, from a long run perspective. Estimates also confirm a much faster temporary contracts employment adjustment, while ITCs adjustment does not depend on whether firms employ FTCs. ITCs short-term employment elasticity with respect to wages suggests that workers protection against redundancies is strengthened when firms manage work organisation with both types of contracts. In contrast to ITCs, FTCs are used to meet unexpected demand shocks. Originality/value – This paper contributes to the growing literature on the impact of the introduction of new flexible contracts on the labour demand at the firm level. [ABSTRACT FROM AUTHOR]

Purpose – The paper aims at providing evidence on the impact on employment of outward foreign direct investment, particularly from developed countries into low-wage countries, which is a major concern in many developed countries. Design/methodology/approach – The effects of foreign production undertaken by Belgian foreign-oriented companies on employment in Belgium are investigated by performing econometric tests for complementarity or substitution between home and affiliate employment. The data are from the Amadeus database and consist of a sample of 254 Belgian parent companies with foreign affiliates in low-wage and other high-wage European countries during the 1999-2007 period. Findings – The results show that, given the size of parent production in the home country, Belgian multinational enterprises with foreign affiliates in higher-wage European countries tend to employ more labour at home the more they produce in the host country. This probably reflects the needs of foreign affiliates in higher-wage European countries for management and supervisory services from parent companies. Another explanation might be that Belgian outward FDI is largely vertical. In contrast, no evidence is found about employment reallocation between parents and affiliates operating in lower-wage European countries. Originality/value – The paper provides evidence on overall effects on employment in Belgium of its outward foreign direct investment for the period 1999-2007, i.e. using the most recent data available. In contrast to many other studies, statistical diagnostic tests were carried out to choose the appropriate model to best fit the data. [ABSTRACT FROM AUTHOR]

Purpose -- The purpose of this paper is to assess the measurement sensitivity of the estimated determinants of overeducation. Design/methodology/approach -- The paper analyses the determinants of overeducation among Flemish school leavers in their first job by means of probit regression analysis. Overeducation is measured on the basis of job analysis (JA), self-assessments and realised matches. Findings -- The results demonstrate that the application of different overeducation measures sometimes leads to different outcomes. Only a few variables -- for instance the student's academic grade in the final year -- are consistently found to be important for the explanation of overeducation. Some outcomes are consistent with the supposition that several indicators actually measure other concepts. Research limitations/implications -- Further research using JA measures that are based on alternative and more recent occupational classifications would be useful. Originality/value -- The application of different measures provides further insight into the overeducation measurement problem. [ABSTRACT FROM AUTHOR]

Purpose - A literature review, confirmed by in-depth interviews in industry, indicated a high level of reluctance to implement horizontal collaboration in business. One of the main reasons is the lack of a strategic decision support framework for the implementation of horizontal collaboration. An appropriate feasibility or fitness test could be helpful here. Two companies strategically ready to work together should first test whether any insurmountable practices (e.g. difference in culture) inhibit the collaboration. If such practices are present, the collaborative initiative will probably be a waste of time and effort. This paper therefore aims to present a method to check the strategic fit. Design/methodology/approach - By means of a general literature study, 300 performance indicators were collected. In a next step, they were reduced to 58 key elements by means of a focused literature study on partnerships and eight in-depth case studies in Belgian industry. Metrics have been assigned to each of these elements using the Supply Chain Operation Reference Model (SCOR). The elements are then combined into sub-criteria and criteria. Furthermore, the elements (both qualitative and quantitative) have been integrated through a multi-criteria decision-making method, namely analytic hierarchy process (AHP). Three different alternatives are considered: no-collaboration, informal collaboration, or partnership. By means of pairwise comparison of all criteria, sub-criteria and elements, an indication of the preferred form of collaboration is obtained and an improvement analysis per element can be performed. Findings - The paper suggests and tests a method for evaluating the strategic fit, incorporating key performance indicators. Research limitations/implications - The research assumes integrity of all partners. Practical implications - This paper presents a straightforward tool that demonstrates how to measure the strategic fit of inventory pooling in a horizontal collaboration between different organizations. Originality/value - The paper provides valuable information on measuring the strategic fit in horizontal collaboration initiatives. [ABSTRACT FROM AUTHOR]

Purpose - This paper analyses the magnitude and sources of the firm-size wage premium in the Belgian private sector. Design/methodology/approach - Using a unique matched employer-employee data set, our empirical strategy is based on the estimation of a standard Mincer wage equation. We regress individual gross hourly wages (including bonuses) on the log of firm-size and insert step by step control variables in order to test the validity of various theoretical explanations. Findings - Results show the existence of a significant and positive firm-size wage premium, even when controlling for many individual characteristics and working conditions. A substantial part of this wage premium derives from the sectoral affiliation of the firms. It is also partly due to the higher productivity and stability of the workforce in large firms. Yet, findings do not support the hypothesis that large firms match high skilled workers together. Finally, results indicate that the elasticity between wages and firm-size is significantly larger for white-collar workers and comparable in the manufacturing and the service sectors. Research limitation/implications - Unfortunately, we are not able to control for the potential non-random sorting process of workers across firms of different sizes. Originality/value - This paper is one of the few to test the empirical validity of recent hypotheses (e.g. productivity, job stability and matching of high skilled workers). It is also the first to analyse the firm-size wage premium in the Belgian private sector. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to analyze the determinants of job-hopping. More specifically, the authors investigate the effect of age, gender, educational level, organizational size and sector on the job-hop frequency. Design/methodology/approach – Due to a lack of an existing appropriate measure of job-hopping, the authors introduce a new measure, namely, the job-hop frequency. Based on the data collected from a survey in Belgium, a linear regression analysis is performed. Findings – Through an empirical analysis, the authors show that age is negatively related to the job-hop frequency. Gender moderates this relationship. Therefore, the analysis supports the view that young women tend to job-hop significantly more than young men, but as they age, women are significantly more likely than men to remain within the same company. Furthermore, the authors find that the educational level has no influence on the job-hop behavior, indicating that having more job alternatives does not necessarily result in actual job-hop behavior. Both the sector and the size of the organization are found not to be significantly related to the job-hop frequency. Practical implications – This research provides human resource managers more insight into the job-hop behavior of employees and offers some useful suggestions for their retention management. Originality/value – Existing literature on turnover is very extensive, but literature on job-hopping remains rather underexplored. Therefore, the study extends previous research on voluntary turnover and job mobility by focussing on job-hopping in particular. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to examine the impact of wage dispersion on sickness absenteeism observed in Belgian firms. Design/methodology/approach – The authors use detailed linked employer-employee panel data for the period 1999-2006 that allow the authors to compute a conditional wage dispersion indicator following the Winter-Ebmer and Zweimüller (1999) methodology and to estimate the relationship between sickness absenteeism and wage dispersion while controlling for time-invariant workplace characteristics. Findings – The authors find a positive and hump-shaped relationship between intra-firm wage dispersion and sickness absenteeism, the turning point of this relation being extremely high. In addition, the magnitude of the influence of wage dispersion on sickness absenteeism is found to be stronger in firms employing a larger share of blue-collar workers. Practical implications – The results could therefore suggest that wage dispersion, suggestive of larger pay-for-performance mechanisms, decreases worker satisfaction and the workplace climate in general. Only a minority of workers, who are less sensitive to equity and cohesion considerations, would be less absent as pay-for-performance increases. Originality/value – While numerous approaches analyse the link between wage dispersion and firm productivity, very few studies we are aware of are devoted to the relationship between wage dispersion and sickness absenteeism. Yet, the outcomes in terms of productivity and sickness absenteeism may be different. Furthermore, the influence of wage dispersion on sickness absenteeism does not seem unambiguous from a theoretical point of view. To the authors knowledge, it is the first time that this relation is analysed with Belgian data. [ABSTRACT FROM AUTHOR]

Purpose – Despite the importance of the interaction between consumers and service personnel for how consumers perceive quality, service research assumes that both customers and service provider are perfectly able to interact with each other. This might not be the case on bilingual markets. This paper aims to examine customers' behavioral reactions to being served in their first versus second language. Specifically, the paper tests whether bilinguals who are served in their second language are less likely to tip the service provider. Moreover, it seeks to examine the mediating role of speech accommodation, and the moderating roles of bilinguals' perceived second language proficiency and political considerations. Design/methodology/approach – Study 1 tests the main hypothesis using a scenario-based experiment with adult consumers in two bilingual countries (Belgium, Finland). Study 2 further elaborates on these findings using a retrospective survey of actual customer experiences in Belgium. Findings – Driven by perceptions of speech accommodation, the results consistently show that consumers are more likely to tip if served in their native language compared to when served in their second language. Moreover, this relationship is not dependent on consumers' perceived second language proficiency, but rather upon their political considerations. Originality/value – This is the first study of bilingual customers' behavioral reactions to being served in their second language, among bilingual customers from different countries. Given that more than half the countries in the world are multilingual, service providers need to take customers' native language into account when serving bilingual customers. [ABSTRACT FROM AUTHOR]

Purpose – Based on soft HRM and self-determination theory, the aim of this paper is to test whether basic need satisfaction mediates the relationship between five HR practices and HRM outcomes. An important distinction (in line with soft HRM and self-determination theory) is made between the presence of, and the quality of, a practice's implementation (in terms of the degree to which employees' talents, interests and expectations are taken into account). Design/methodology/approach – A theoretically grounded model is developed and tested using survey data from 5,748 Belgian employees. Findings – The results indicate that autonomy and relatedness satisfaction partially mediate the relationship between HR practices and HRM outcomes. Taking into account talents, interests and expectations within HR practices is associated with higher basic need satisfaction and subsequently HRM outcomes in addition to the presence of practices. Research limitations/implications – Future research could focus on HR practices and job design as both might affect basic need satisfaction and subsequently HRM outcomes. Additionally, behavior of the supervisor when administering HR practices can be further explored as a catalyst of basic need satisfaction. Practical implications – HR actors should be aware that merely implementing soft HR practices may not suffice. They should also devote attention towards sufficiently taking into account individual talents, interests and expectations of employees when implementing them. Originality/value – This paper contributes to the HRM literature by integrating soft HRM and self-determination theory into one model. In doing so, it sheds light on the possible pathways through and conditions under which HR practices lead to favorable outcomes. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to evaluate empirically the relationship between workforce age, wage and productivity at the firm level. Design/methodology/approach – Panel data techniques are applied to Belgian data on private sector workers and firms during 1999-2006. Findings – Results (robust to various potential econometric issues, including unobserved firm heterogeneity, endogeneity and state dependence) suggest that older workers are significantly less productive than prime age and young workers. In contrast, the productivity of middle-aged workers is not found to be significantly different compared to young workers. Findings further indicate that average hourly wages within firms increase significantly with workers' age. Overall, this leads to the conclusion that young (older) workers appear to be "underpaid" ("overpaid"). Originality/value – These findings contribute to the growing literature on how the workforce age structure affects productivity and wages. [ABSTRACT FROM AUTHOR]

Purpose – This paper aims to contribute to the understanding of group level differences in job satisfaction. Specifically, the authors seek to understand the shared variance in job satisfaction at the group level of jobs within organisations, in a particular industrial sector. To explain differences in job satisfaction between groups, the authors examine the role of job characteristics, particularly as these are defined within the job-demand-control-support model. Design/methodology/approach – The paper presents the results of a cross-sectional self-report questionnaire study of 2,733 Belgian bank employees working in six specific jobs and four specific organisations. Research hypotheses are tested using multilevel analyses. Findings – There are substantial and reliable between-group differences in job satisfaction within the banking sector. These effects are partially explained by job characteristics from the JDCS model at the individual level. At the aggregated level, only decision authority is statistically significant. Research limitations/implications – The research is limited to Belgium and to the banking sector. The general research question and findings are nevertheless relevant to other single-sector studies in Western European countries. Practical implications – Decision authority is more important for group level job satisfaction than job demands and social support from colleagues and supervisors. Human resources managers are therefore recommended to focus more on structural differences and organisational choices that may affect job design and work systems. Originality/value – The paper aims to make a contribution to the understanding of group level job satisfaction differences in the context of sector studies. [ABSTRACT FROM AUTHOR]

Purpose - The purpose of this paper is to investigate the causes of unemployment persistence among the Belgian labour force, The underlying issue is to detennine the eventual existence of a true causal relationship between successive unemployment spells. Design/methodology/approach - The model used is a dynamic random effects probit model controlling for unobserved heterogeneity and the initial condition problem. It was applied to the Panel Study on Belgian Households (1994.2002). Findings - The results suggest that while observed and unobserved heterogeneity explain between 57 per cent and 82 per cent of unemployment persistence, the remainder is induced by the presence of state dependence. All else being equal, an individual unemployed this year will be between 11.4 and 33 percentage points more likely to be unemployed next year as compared with an employed person. Practical implications - The presence of a stigmatisation effect of unemployment means that the costs of unemployment are much higher than the simple loss of income and human capital associated with the current job loss. The study demonstrates the importance of concentrating efforts on the prevention of unemployment. Originality/value - The paper's contribution is to test again the hypothesis of the presence of state dependence in unemployment using a different technique, allowing, among other things, to control for exogenous variables. The paper demonstrates its existence and measures its contribution in the explanation of unemployment persistence in Belgium, besides that of observed and unobserved characteristics. [ABSTRACT FROM AUTHOR]

Purpose - The purpose of this paper is to describe the experiences of a wholesaler with time-driven activity-based costing (TDABC). Three research questions are addressed: How are complex logistics operations modeled by TDABC? Does TDABC provide more accurate cost information than activity-based costing (ABC)? How is TDABC cost information used? Design/methodology/approach - Case study research was performed at a Belgian wholesaler. Interviews were conducted. The cost and activity database was analyzed. Findings - This case study illustrates that there are logistics operations that cannot be modeled using a single cost driver, as is done with ABC. TDABC Uses time equations to estimate the time spent on each activity. The results herein show how the time equations can capture the different complexities, by including different terms or interaction terms in the time equations. The database analysis clearly demonstrates that TDABC provided more accurate cost information than ABC at this case company. ABC oversimplified 64 percent of the activities, and misallocated 55 percent of all indirect costs. Research limitations/implications - This study is one of the first, investigating the experiences with TDABC. The results are derived from analyzing all activities, at a single case company. Practical implications - The study illustrates the technique of TDABC and provides a real company example of time equations in logistics. The users declared the TDABC model very useful for profitability reporting and profit management. The time drivers provided insight into the causes of excessive distribution and logistics costs. Originality/value - This paper complements current discussion on cost drivers and subtasks and logistics costing. [ABSTRACT FROM AUTHOR]

Purpose Drawing on climate theory and social exchange theory, the purpose of this paper is to examine whether and how the strength of the expectation climate, defined as the degree of agreement among job incumbents on what is expected from them, affects their job performance. To explain this relationship, the authors utilize mediating trust-in-the organization effects as an explanatory avenue.Design/methodology/approach In a time-lagged data sample of 568 public service employees, whose job performance is rated by their 242 line managers, the authors apply multilevel modeling. The authors employed stratified random sampling techniques across 75 job categories in a large, public sector organization in Belgium.Findings The analysis provides support for the argument that expectation climate strength via mediating trust-in-the organization effects impacts positively on the relationship between employee expectations and performance. Specifically, the significant association of the expectation climate strength with trust suggests that the perceived consensus about the expectations among different job incumbents demonstrates an organization’s trustworthiness and reliability to pursue intentions that are deemed favorable for employees. The authors conjecture that expectation climate strength breeds trust which strengthens employees’ job performance.Practical implications HRM professionals in general, and line managers in particular, should heed the advice and carefully manage their tools and practices in an effort to signal compatible expectancies to different job incumbents in the same or similar roles.Originality/value The results shed new light on the mechanisms through which the strength of collective expectations impacts employee outcomes. [ABSTRACT FROM AUTHOR]

Purpose – This paper aims to explore the relationship between external pressures and the adoption of employee performance management systems within academic units of Flemish higher education institutions. The literature on contextually based HRM and institutionalism is used to underpin the theoretical propositions. Design/methodology/approach – A comparative case study is described to provide evidence for the theoretical arguments. Findings – It has been suggested that academic units face a set of external pressures, which leads to different employee performance management systems. This study finds that academic units imitate their legitimacy-based reference group and legitimacy-driven imitation and the adoption of external employee performance management requirements distort the alignment of employee performance management systems. Research limitations/implications – Future research could formally test the relationship between external drivers and the adoption of strategic and integrated employee performance management systems in academic units by using a survey questionnaire. Originality/value – This theoretical argumentation uses contextually-based human resource theory and it is explored empirically through an analysis of the specific context of Flemish academic units to explain how institutional and market pressures affect the adoption and configuration of employee performance management systems. [ABSTRACT FROM AUTHOR]

Purpose -- This paper aims to investigate associations between self-rated employability (SRE) and affective organizational commitment and performance to probe the so-called management paradox, namely the idea that SRE relates to performance, but also to reduced commitment. SRE concerns the workers' perception about all available (quantitative SRE) or instead better (qualitative SRE) job opportunities on the internal (internal SRE) and/or the external (external SRE) labour market. This leads to four types of SRE: internal quantitative SRE; internal qualitative SRE; external quantitative SRE; and external qualitative SRE. Design/methodology/approach -- Analyses were based on a sample of 551 workers from nine organizations: a large Belgian organization providing human resource services, and eight schools. Hypotheses were tested with structural equation modeling, accounting also for sector differences. Findings -- Internal quantitative SRE associated positively with affective organizational commitment -- directly as well as indirectly -- through internal qualitative SRE. External quantitative SRE associated negatively with affective organizational commitment through external qualitative SRE. However, a direct and positive relationship was established between external quantitative SRE and affective organizational commitment. Finally, affective organizational commitment associated positively with performance. Originality/value -- This study is among the first to empirically test and prove false the management paradox. Another strength is that this study advanced SRE as a multi-dimensional construct. [ABSTRACT FROM AUTHOR]

Purpose -- The purpose of the paper is to clarify the mixed empirical results concerning the association between educational level and job satisfaction. It seeks to test whether the positive relationship between educational level and job satisfaction is caused by indicators of job quality. Design/methodology/approach -- Three models are estimated. In the first model, the impact of the educational level on job satisfaction is examined using an ordinal regression analysis. The second model estimates the impact of the educational level on indicators of job quality, using the appropriate technique (OLS or binary logit), The third model reveals the "true" impact of the educational level on job satisfaction, when the job quality indicators are added as independent variables. Survey data on Flemish youth in their first job are used. Findings -- The results show that higher educated workers are more satisfied than their lower educated counterparts, because they have a job of better quality. When one controls for all job characteristics, a negative relationship appears, with higher educated workers reporting less job satisfaction. Research limitations/implications -- The hypothesis is only tested for a sample of Flemish youth in their first job (cross-sectional data). Practical implications -- Future empirical studies on job satisfaction should include indicators for job quality, in order to reveal the true effect of educational level on job satisfaction. Investing in the job quality of lower educated young workers might boost their job satisfaction and as a consequence also their productivity. Originality/value -- Suggests that the diverging results concerning the relationship between educational level and job satisfaction could be due to insufficient control for indicators of job quality. [ABSTRACT FROM AUTHOR]

Purpose - This paper aims to estimate whether human resource (HR) practices influence labour demand dynamics behaviour. Design/methodology/approach - Groups practices in terms of employees satisfaction and work organisation, financial incentives and individual's career perspectives, and explains how they may influence labour productivity and cost. Considering five HR variables, estimates two specifications of labour demand dynamics, under production constrained by demand or monopolistic competition regimes. Applies the two-step GIVIM estimator proposed by Blundell and Bond to a balanced panel of 452 Belgian firms observed during the period 1998-2002. Findings - In the complete monopolistic competition specification, estimates a positive one lag relation explaining labour demand by avenge training hours combined with an indicator of well-being of workers, the fact that they are engaged in long term contracts and stay in firms. Some evidence therefore seems to show that some combined HR practices can improve labour demand. Originality/value - Provides information on whether HR practices influence labour demand dynamics in a Belgian context. [ABSTRACT FROM AUTHOR]

Purpose - As part of the European continuing vocational training survey, this paper aims to give an overview of the evolutions in continuing vocational training (CVT) in Belgian companies, by comparing both the results of the survey of 1994 and those of 2000/2001. Design/methodology/approach - In Belgium 1,129 companies took part in the survey of 2000/2001. The sample was representative of Belgian companies with more than ten employees, making use of two criteria: company size and economic activity. The data were collected by telephone, post and face-to-face interviews based on a standardised questionnaire. Findings - The findings suggest that the Belgian companies increasingly invested in both formal and informal learning. The results concerning "access to CVT courses" and "efforts in financial terms" also show a positive evolution. Finally, the study reveals that the CVT-policy within companies has become more formal. Despite this positive tendency in general, not all employees seem to have the same opportunities to take part in CVT. The company size and, to a lesser extent, the activity of the company are two important determinants for the investment in CVT. Research limitations/implications - The study focused on the formal types of CVT; consequently, it gives only a partial outline of the training efforts in Belgian enterprises. Future research should also include the other forms of CVT. Furthermore, the data are taken from enterprises as such, they do not enable us to take into account the individual heterogeneity. Practical implications - A two-track policy is required to stimulate both training and non-training enterprises to invest in their human resources. More specifically, the opportunities of on-the-job training and external CVT courses should be enhanced and it is recommended to examine which role the different providers can play. Originality/value - The CYT survey is a useful source of statistical information for monitoring continuing vocational training by both policy-makers and enterprises. [ABSTRACT FROM AUTHOR]

Volvo's car assembly plant in Ghent, Belgium, is currently experiencing turbulent times. The plant is implementing the biggest expansion in its history, with plans to almost double its production capacity in 2004. Moreover, Ford is increasingly consolidating its position as the new owner of Volvo. Both developments are challenging the distinctive model of teamwork that Volvo-Ghent has established over the last decade. This paper assesses the challenges Presented by these two developments and the possible outcomes in terms of teamwork at Volvo-Ghent. This assessment relies on a combination of theories of team structure and team processes. [ABSTRACT FROM AUTHOR]

This paper describes the major barriers across the design-manufacturing interface and examines ways to overcome them to achieve a smooth production start-up. An integration model reveals that formalization facilitates a smooth production start-up. Independent of the degree of formalization during the early development stages, a formal approach is preferred when the new product is introduced into production. Another facilitating factor is the empathy from design towards manufacturing, which can be stimulated by managerial actions. Although the complexity and newness of product and technology hinder a smooth production start-up, their effect seems to vanish by introducing formalization and by striving for a design team that has empathy towards manufacturing. [ABSTRACT FROM AUTHOR]

Purpose - The at-tide aims to focus on how information technology allows firms to deliver services by means of information kiosks. Design/methodology/approach - A total of 22 exploratory in-depth interviews were conducted with key informants in the retail and other sectors, in primarily Belgium or France Subsequently, 14 hypotheses were developed that were tested by means of two exploratory surveys, one with 84 customers and one with nine retailers. Findings - The findings suggest that information kiosks can be implemented successfully with up to three easy-to-use kiosks at the entrance of the mall or inside the store and, if retailers allow, internet access to a limited number of web sites. Retailers must keep their information centrally updated and relevant, and customers are not interested in ordering all kinds of products and services. Research limitations/implications - The study is limited by the number of respondents, both customers and retailers, and the way that the sample was taken across three different locations may not be truly representative. Practical implications - The managerial implications are discussed in terms of advantages and disadvantages vis-à-vis the customers and the retailers. What customers want from an information kiosk should be examined so that an appropriate balance is struck between being customer- and technology-led. It is also possible to look at ways that allow firms to communicate with their customers using automatic speech recognition and verification by voice. Originality/value - Success factors for implementation of information kiosks have not previously been identified in the literature. [ABSTRACT FROM AUTHOR]

Purpose - Aims to review the research literature and legislation on outplacement and re-employment interventions in Belgium and present results of qualitative research and case studies of companies, regarding interventions during organizational restructuring. Design/methodology/approach - Comprises a literature review, qualitative (semi-structured and in-depth) interviews with workers and experts, and case studies of companies. Findings - The literature on interventions suggests the importance of "traject-counselling" for affected workers as a most valuable intervention during organizational restructuring. In-depth interviews with job-insecure workers highlight the importance of fair treatment, and especially of interactional justice. Case studies and interviews delineate the components that make re-employment initiatives successful: outplacement interventions include emotional support, training of skills and individual coaching or guidance. Belgian legislation regarding outplacement and re-employment initiatives is unique and extensive. Possible weaknesses, however, are the complexity of procedures, the unfamiliarity of the public with the legislation and the lack of legislation at an international level. Research limitations/implications - The reported results are based on qualitative research only. In the future, quantitative evaluation studies need to be performed, in order to evaluate the outcomes of re-employment initiatives and of the implemented legislation. Practical implications - The results highlight the need for training of all partners involved in organizational restructuring workers, managers and outplacement consultants. Originality/value - This study offers the first integrated account of research results on measures needed to re-employ workers during (and after) organizational restructuring in Belgium. Various methods (literature review, qualitative interviews and case studies) are used. The results include valuable suggestions for other European countries. [ABSTRACT FROM AUTHOR]