Student Complaint Behavior Based on Power Perception

Abstract

This study investigated students' complaint behavior in a higher education service sector. Based on their complaining styles, students were clustered into three groups as passive recipients, private complainers, and voicers. Passive recipients exhibited the highest perceptions of educators' punishment power and legitimate power. They were more likely to be international and undergraduate students. Private complainers possessed high perception of educators' punishment power but moderate perception of educators' legitimate power. Similar to passive recipients, they were more likely to be international and undergraduate students. Distinctively, voicers had the lowest perceptions of both educators' punishment power and their legitimate power. These students were more likely to be domestic and MBA Students.     

Power, Self-regulation and the Moralization of Behavior

The perception of behavior as a moral or conventional concern can be influenced by contextual variables, including status and power differences. We propose that social processes and in particular social role enactment through the exercise of power will psychologically motivate moralization. Punishing or rewarding others creates a moral dilemma that can be resolved by externalizing causation to incontrovertible moral rules. Legitimate power related to structure and position can carry moral weight but may not influence the power holder’s perceptions of rules and general norms of behavior. Social identity theory suggests moralization could be promoted by a concern for shared, defining values. However, the tendency to moralize another’s behavior can be injurious to shared identity. We explored white-collar employees’ perceptions of several categories of noxious or deviant workplace behaviors and regressed these perceptions on the tendency to use legitimate, referent, or reward and punish power; social identity; and the interaction of social identity and power, in particular legitimate power. Only the tendency to influence others through punishment or reward predicted moralization. Alternative causal explanations for the findings were addressed through the absence of any relationships between punishment and reward power and perceptions of deviant behaviors as wrong, upsetting, or requiring punishment. We discuss these results in the context of self and social processes, the social construction of morals and power, and the impact of managers’ behavior on group or organizational ethics.     

Sources of Power in International Marketing Channels

In response to certain important gaps in existing knowledge of distribution channels in international markets, this paper reports an empirical study on the sources of power in cross-cultural buyer-seller relationships. Specifically, the focus of attention is an examination of the nature of and interrelations among the sources of power held by overseas distributors in their relationships with export manufacturers. The findings suggest that an overseas distributor's use of reward is positively related to its informational, referent, legitimate and expert power sources, as is perceived by export manufacturers. It has also been found that there is a negative relationship between an importer's use of coercion and its informational base of power over the exporter. Moreover, specific reward and punishment elements are identified that play an important role in influencing the pattern of interactions in manufacturer-overseas distributor relationships. The implications of these findings for business practitioners and public policy makers are discussed and directions for future research on the topic considered.     

Adolescent perceptions of parent and peer influences on teen purchase: An application of social power theory

This study evaluates parental and peer influences on teen purchase decisions by applying social power theory, which has not been examined in the teen context. The conceptual model examines how family socialization practices might impact teens' perceptions of social power influences from parents and peers. For example, family communication environment may promote teens' reliance on particular bases of social power influence. This study also examines the relationship between the bases of perceived social power and the purchase of different types of products (e.g., luxury/necessity, public/private). Results are generally consistent with predictions, demonstrating that teens from high socio-oriented communication environments are subject to greater perceived peer reward/coercive and referent power, whereas teens from high concept-oriented communication environments perceive greater parental expert and legitimate power. Finally, perceived bases of social power influence differ depending on the type of product purchased. Interpretation of findings and implications are discussed.     

Leader power and subordinates' organizational commitment and effectiveness: Test of a theory in a developing country

This study tested the relationships of bases of leader power (coercive, reward, legitimate, expert, and referent) to subordinates' organizational commitment and of power bases and commitment to subordinates' effectiveness (performance, conformance, dependability, and personal adjustment). Two hundred fifty employees and their supervisors from three banks in Bangladesh were individually interviewed to fill out the Rahim Leader Power Inventory, Organizational Commitment Questionnaire, and Minnesota Satisfactoriness Scales, to measure power, commitment, and effectiveness, respectively. Two stepwise hierarchical regression analyses showed that legitimate and expert power bases were positively associated with commitment. Coercive power was negatively associated with effectiveness and expert power was positively associated with the same. Implications of the findings for international managers working in developing countries are discussed. © 1995 John Wiley & Sons, Inc.     

Distribution Channel Relational Cohesion Exchange Model: A Small‐to‐Medium Enterprise Manufacturer's Perspective

This study investigated the influence of dealers' expert, referent, and legitimate sources of power on small‐to‐medium enterprise manufacturers' relationship commitment in distribution channel systems. A theoretical model drawing on the relational cohesion theory and the extant marketing literature is developed and tested empirically using a sample data set of 452 from Zimbabwe. In this model, expert, referent, and legitimate powers are the predictors, whereas trust, cooperation, and relationship satisfaction are the mediators, and relationship commitment is the outcome variable. Analysis reveals that these three powers positively influence the mediators and outcome variable in a significant way, except for legitimate power to cooperation relationship. Managerial implications and future studies are suggested.     

Ethics Matter: Moderating Leaders’ Power Use and Followers’ Citizenship Behaviors

Followers’ perceptions of their leaders’ ethics have the potential to impact the way they react to the influence of these leaders. The present study of 365 U.S. Air Force Academy Cadets examined how followers’ perceptions of their leaders’ ethics moderated the relationships found between the leaders’ use of power, as conceptualized by French and Raven (Studies in social power, 1959), and the followers’ contextual performance. Our results indicated that leaders’ use of expert, referent, and reward power was associated with higher levels of organizational citizenship behaviors (OCBs) among their followers when the followers perceived these leaders to be more ethical. Moreover, when followers perceived their leaders to be less ethical, these followers reported lower levels of OCBs when their leaders’ utilized referent power. Practical implications, limitations, and future research are also discussed.     

基于企业类型差异的首席信息官职位权力分析

在界定首席信息官职位权力概念的基础上,本文采用规范的比较性案例研究方法,探讨了国有企业CIO弱权状况的主要原因,认为国有企业CIO和私营企业CIO具有相同类型的法定权力。在系统实施的特殊时期,私营企业的CIO被授予惩罚权,但国有企业的CIO没有被授予惩罚权;两种类型企业的CIO都没有奖赏权;国有企业的CIO在法定权力方面明显表现为弱权状况,而私营企业的CIO被授予应有的法定权力。造成国有企业CIO弱权状况的主要原因是信息化政策和法规的行业特殊性,CIO在行业内较低的知名度,以及企业信息化水平与行业内标杆企业的较大差距。     

Explaining consumer complaining behaviour in double deviation scenarios: the banking services

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a ‘double deviation’ effect. Surprisingly, these double deviation effects have received little attention in marketing literature. The crucial question is what happens after these critical encounters, which behaviour or set of behaviours the customers are prone to follow and how customers' perceptions of the firm's recovery efforts influence these behaviours. For the analysis of choice of the type of response (no action, complaining, exit, and complaining and exit), we estimate ordered probit models. The results of our study show that the magnitude of service failure, recovery strategies, distributive and procedural justice, recovery-related emotions and satisfaction with service recovery have a significant effect on customers' choice of the type of response, the latter showing the highest impact. Implications from the findings are offered.     

Preserving Employee Dignity During the Termination Interview: An Empirical Examination

Despite the ongoing need for managers to fire employees and the wide prevalence of downsizing and layoffs, little research has examined how the conduct of termination interviews affects employee reactions. The current research was designed to explore reactions to several commonly used termination interview practices. Two scenario-based experiments examined the effectiveness of having a third party (an HR manager or a security guard) present, mentioning the employee’s positive characteristics and contributions, and using alone, discrete escort, or public escort modes of exit from the interview. Perceptions of being treated with respect and empathy, levels of anger, and the likelihood of complaining to others and taking legal action were assessed. Support for the effectiveness of specific termination interview practices was mixed. Specifically, in Experiment 1, third party presence was viewed as demonstrating a lack of respect, whereas mentioning positive characteristics was generally viewed favorably. Experiment 2 showed the favorable effects of mentioning positive characteristics were eroded by a security guard escort from the interview, and actually reversed and became negative when that escort was public in nature. A public escort also produced the highest levels of anger. These results suggest that multiple aspects of the termination interview process should be considered carefully when developing managerial policies.     

The role of time preference and credit card usage in compulsive buying behaviour

College students represent a lucrative market for businesses selling a wide array of goods and services, including credit. One area of concern regarding credit debt is its association with compulsive buying behaviour. This study analysed compulsive buying behaviour within an economic framework using a college student sample. Data were collected from 7342 students enrolled in a major Midwestern university. Regression analysis revealed that income, rate of time preference, money attitudes, credit card usage and gender were significantly related to compulsive buying. This study provides useful information for developing, or revising, university policies regarding financial education and counselling, as well as curriculum considerations.     

The Development of a Scale Measuring Consumers' Selection of Retail Banks in Ghana

The current research attempts to investigate the use of the two sources of dealers' soft channel power (i.e., expert power and referent power) as a means of achieving three desirable channel relationship outcomes in Zimbabwe's channel of distribution system. The field study is conducted in Harare and Chitungwiza, and research data are collected from 447 small and medium-size enterprise (SME) manufacturers. Dealers' expert power and referent power are found to be important sources of channel power that positively influence SME manufacturers' trust, relationship commitment, and relationship satisfaction. It is concluded that managers in dealers' firms can improve their channel relationships with SME manfacturers if they acquire or enhance their expert power and referent power.     

Teaching International Business Across Multiple Modes of Delivery: How to Maintain Equivalence in Learning Outcomes

The drivers of globalization are changing how, where, and when international business (IB) is being taught, and increasing student diversity. Concomitantly, education is becoming an important contributor to GDP in developed economies. Today, the same course may be taught at home to domestic and in-bound international students, in host countries, online, and through blended learning techniques. The increasing variety of modes of delivery raises an important question, however—how to deliver the same material in different contexts and achieve the same learning outcomes. This article examines the changing face of IB education and presents a case study on how this question has been answered at one Australian university.     

What are student preschool teachers learning about diet in their education in Norway?

This article is based on a qualitative study on diet education among student preschool teachers. The problem under discussion is: What does a student preschool teacher learn in his education about food, meals, and nutrition? The material used in the article comprises interviews with student preschool teachers at one university and one college in Norway. Preschool teacher education is a three years university college study with bachelor degree. The survey results show that student preschool teachers do not receive even the most element training, when it comes to food and meals, including nutrients, vitamins, and minerals, although education must prepare them for a job outside the kindergarten. Practical cooking was almost completely absent in their education, including hygiene. Most student preschool teachers did not know what fat they were to use in cooking. Food and senses, allergies, and food and culture were not discussed in their education. There was little correlation between the formal curricula in connection with food and meals and the training the preschool teacher students received in their education.     

Social power bases of marketing executives: The relationship with organizational climate

This research paper reports the results of a mailed questionnaire study of 343 marketing executives. The purpose of the research was to investigate whether or not a relationship exists between organizational climate (i.e., specific conditions in the organizational environment of the firm) and the particular social power base of the marketing executive. Results indicate that the three desirable power bases—expert, referrent, and legitimate—are correlated with all four of the organizational climate dimensions studied—reward orientation, personnel policies, MBO orientation, and status orientation. The undesirable power base—coercive power—was correlated with none of these dimensions.     

浅析大学生就业难的成因及对策

就业问题不仅关系到大学生生存和发展,更关系到高等教育的健康持续发展及社会的安定和谐。面对当前的社会形势,妥善解决大学生就业问题已经成为党和国家、社会、高校的头等大事。为此,需要政府、社会、高校三方积极扶持,积极开展大学生职业生涯教育,加强大学生就业的思想政治教育,全面提升大学生的就业能力。     

Channel Management Through Selective Announcement of Reward and Punishment Decisions

Purpose: Although channel influence strategies such as reward and punishment are useful for firms to manage certain channel partners, the social effect of these strategies has not been examined in the literature. In practice, firms selectively announce their reward and punishment decisions, hoping that these announcements can help encourage or prevent the channel behaviors of other channel members. The main purpose of this article is to provide a theoretical understanding of this business practice in channel management.

Methodology: The authors conducted interviews and a scenario experiment with sales managers. The experiment is a 2 (degree of institutionalization: high vs. low)?×?2 (power of distributors: powerful vs. less powerful)?×?2 (influence strategy: punishment vs. reward) design.

Findings: The authors found that firms are more likely to announce their reward decisions than punishment decisions. Also, when institutionalization of marketing channel is low, firms tend to announce all their reward decisions, but they are reluctant to announce their punishment decisions regarding powerful channel members. When institutionalization of marketing channel is high, we find that firms are more likely to announce rewards and punishments regarding less powerful channel members.

Contribution: An important contribution of this research is that we are among the first to explore the social effects of power exercise in channel management. We extend the channel power literature by arguing that selective announcements of power exercise (reward and punishment) can influence more channel members. In addition, we combine institutional theory and channel power theory to explain the underlying mechanisms. That is, the degree of institutionalization in marketing channel influences how firms make selective public announcements of their channel decisions.     

Multimarket Contact and the Use of Power in Buyer–Supplier Relationships

Buyers and suppliers often have multiple business relationships with each other across different geographical and product markets, forming a potentially complex web of connections. What happens between the firms in one geographical or product market may influence their interactions in others. Prior research in strategic management has found that similar multimarket contact in horizontal relationships between competitors has important consequences for the firms’ use of market power. However, the consequences of multimarket contact in vertical buyer–supplier relationships remain unexplored. Building on resource‐advantage theory, this study proposes that multimarket contact between buyers and suppliers is linked to their respective propensity to use three types of mediated power in their relationships (i.e., reward, coercion, and legal legitimate) and that the effects of multimarket contact differ between buyers and suppliers. A vignette study with 143 purchasing managers and 137 business‐to‐business sales managers tests the developed hypotheses. The findings show that a higher level of multimarket contact encourages suppliers to use legal legitimate power to a greater extent and encourages buyers to use reward power to a greater extent but legal legitimate power to a lesser extent.     

Insights for a post-Brexit era: marketing the UK as a study destination – an analysis of Arab,Chinese, and Indian student choices

ABSTRACT

Britain’s scheduled exit from the European Union (‘Brexit’) has long-term ramifications for strategic marketing. Faced with new challenges and uncertainty, UK universities are increasingly looking beyond EU borders to recruit international students. In this context, we draw upon country-of-origin theory to categorise the factors that influence non-EU international student decisions to select an overseas study destination and institution. Based on the results of a survey with 317 Arab, Chinese, and Indian students attending UK universities, we identify eight factors that influence international student decisions to study in the UK (social safety, education quality, entry obstacles, environment, recommendations, knowledge of host country, work and immigration, and meeting new cultures). The results address gaps in the literature, offering new insights that will help practitioners and academics to better understand how international students select a country and university as a study location.     

Can conscious consumption be learned? The role of Hungarian consumer protection education in becoming conscious consumers

The purpose of this research is to examine how consumer consciousness can be defined, along what dimensions it might be measured and, according to these dimensions, how conscious Hungarian university students are. In addition, it is also discussed how their consumer protection education might contribute to their consumer consciousness. Two hypotheses have been proposed concerning factors potentially affecting conscious consumer behaviour (gender; participation in consumer protection education). To test these hypotheses, a questionnaire survey has been conducted with a total of 280 respondents, whom are undergraduate students of a Hungarian university. It is found that different aspects of consciousness dominate the consumer decisions of females and males. Female respondents appear to be characterized more by hedonistic consumption but they are more price sensitive than males. Veblen effect is stronger for males, and they have greater trust in well‐known brands. Although the survey revealed that both research variables might affect consumer behaviour (not only gender but the participation in consumer protection education as well), the role of education cannot be unambiguously identified in the process of establishing consumer consciousness. On the one hand, the results show that the behaviour of ‘trained’ consumers is mainly characterized by price sensitiveness, while the other (‘non‐educated’) group is more reliant on marketing and brands. However, on the other hand, it might also be concluded that young adults participating in the survey already have their own consumer habits and preferences; therefore, their consumer behaviour is more difficult to be formed by means of education during their university years. These findings are nevertheless limited to Hungarian university students and cannot be generalized to the entire society or other countries.