Emotional labor's impact in a retail environment

It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative emotional labor process model to better understand the emotional component of the sales force in a retail context. Specifically, the paper examines the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organizational commitment. Findings suggest that emotional labor predicts both job satisfaction and organizational commitment, while emotional exhaustion only predicts job satisfaction.     

The Great Recession of 2008: Impact on the Bangladeshi economy and international business implications

This article examines the current global financial crisis (GFC) and its impact on Bangladesh's economy and discusses international business implications for the country within an institution‐based analytical framework. The article finds that the macroeconomy of Bangladesh has shown remarkable resilience in the face of this massive global crisis, and the impact has been minimal and limited to a moderate slowdown of the economy The country thus could be poised for taking advantage of international business opportunities as the global economy begins to recover. Further, JPMorgan's Frontier Five and Goldman Sachs's Next Eleven classification of Bangladesh indicates enormous potential for growth and development. The article suggests that the Bangladeshi diaspora could serve as a connecting hub so that “brain gain” could be achieved through labor migration and remittances. Strategic alliances among home and foreign firms are also important to the future capacity building of the country. However, strategic management in the form of further institutional, structural, and policy reforms are critical in enabling the country to develop an international‐business‐friendly environment conducive to taking advantage of evolving global opportunities and realizing its full potential. © 2011 Wiley Periodicals, Inc.     

Internal and external price search in industrial buying: The moderating role of customer satisfaction

Despite price's great relevance in organizational buying decisions, prior research primarily studies price search in business-to-consumer environments. This research conceptualizes both internal and external price search in a business-to-business setting and focuses on how price importance affects these two types as well as how customer satisfaction moderates the relationships. Results show that purchasing managers' satisfaction associates positively with the effect of price importance on internal price search. Also, their satisfaction negatively associates with the effect of price importance on external price search. Price search reduces the price premium paid by customers (especially external price search).     

Boundary Spanners' Satisfaction with Organizational Support Services

SUMMARY

Internal services (i.e., support services) are an important form of organizational support for external boundary spanners (e.g., salespeople, customer service representatives). Internal services such as information systems, market research, training, accounting, and facilities support are intended to allow boundary spanners to better serve the firm's customer. Little research, however, has addressed factors that influence a boundary spanner's satisfaction with such services. The research presented here offers insight into how internal communication by both managers and service providers impacts a boundary spanner's satisfaction with support services. Results indicate that service provider and manager communications are largely complementary and that satisfaction with service outcomes, rather than service quality, appears to have an enduring impact upon a boundary spanner's overall job satisfaction. Implications for future research are addressed.     

Daily outfit satisfaction: the effects of self and others' evaluation on satisfaction with what I wear today

This study investigated the satisfaction of the outfit which an individual chose to wear for the day by examining how self and others' evaluations influenced the outfit satisfaction and the intention to re‐wear. In addition, moderator variables (body satisfaction and body surveillance) that affected the effect of the evaluative factors upon satisfaction and behavioural intention were also examined. An online‐survey was conducted and the sample size used in the analysis was 349 in total. Using SPSS 18.0 and AMOS 18.0, structural equation modeling analysis and one‐way analysis of variance were implemented for hypothesis testing. The results showed that self‐evaluation as a perception of appropriateness of the outfit for that day and others' positive feedback increases outfit satisfaction. Appropriateness perception also had a significant impact on the intention to re‐wear. However, feedback from others on one's outfit did not have a significant direct effect on behavioural intention. Three‐way ANOVA was performed to verify the impact the feedback from others, body satisfaction, and body surveillance had on the respondent's intention to re‐wear, and a three‐way interaction effect was statistically significant. While individuals with high body satisfaction were likely to be confident about their appearance overall, the feedback from others did not impact their satisfaction. Individuals with low body satisfaction were influenced by others' feedback on their outfit. Individuals with high levels of body surveillance who sensitively monitored others' feedback especially displayed decreased intention to re‐wear when feedback from others on their outfit was negative. This research contributed to the deeper understanding of consumer's clothing behaviour at the post‐purchase stage. Enhanced understanding of lasting satisfaction and benefits pursued throughout the time while using the product would be essential in developing consumer‐centric marketing strategies.     

The diaspora solution to innovation capacity development: Immigrant entrepreneurs in the contemporary world

The international migration of highly skilled labor was formerly a threat to the underdeveloped world with regard to indigenous innovation capacity. However, certain countries have successfully turned “brain drain” into “brain gain” by effective engagement with a skilled diaspora who have returned to set up business ventures in the homeland. This article advocates an entrepreneurial approach to the development of national innovation capacity through contemporary diasporic entrepreneurship (CDE). Drawing evidence mostly from China, the article argues that (1) CDE offers an alternative to conventional indigenously and internationally oriented approaches toward innovation capacity development; (2) compared to other ways of diaspora homeland engagement, CDE is most beneficial to capacity development; and (3) besides participating in philanthropic and scientific projects, a skilled diaspora returning as private business owners represents an often more productive way of contributing to national capacity development. © 2010 Wiley Periodicals, Inc.     

Diaspora and Development

Jagdish Bhagwati's proposal for a ‘brains tax’ to be levied on the incomes of the diaspora from developing countries residing in the developed countries and the proceeds to be remitted to the countries of origin of the diaspora is well known. In recent years the voluntary contributions or remittances from the diaspora to their countries of origin have often been higher than the aid monies given to these countries. It is now increasingly recognised that the diaspora may have an active role to play in the development process of their countries of origin. They are not only a source of funds; they are also a rich source of skills and know‐how. This paper analyses the potential of the diaspora as agents of change in their countries of origin and argues that the social rate of return to a unit of diaspora investments may be higher than that for a unit of foreign direct investment from non‐diaspora sources.     

The volatility effect of diaspora's location

Remittances can transmit volatility from host to home countries for some common patterns of diaspora's geographical distribution. In a migration portfolio model, the overall risk of volatility of any set of diaspora location is decomposed into a contagion and a concentration risks: a diaspora located in more volatile destinations induces a higher contagion risk, while a diaspora located in few destination countries increases the concentration risk. A series of estimations on a large panel of developing countries over 1995–2015 provide evidence for these two risks. Estimation of a structural model confirms that the geography of diaspora has an indirect impact on the origin country's aggregate instability through remittances.     

Relative importance and combined effects of attributes on customer satisfaction

Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).     

Older consumers' Tv home shopping: Loneliness,parasocial interaction,and perceived convenience

This study examined factors that affect consumer satisfaction with TV shopping by investigating both convenience‐ and emotion‐related variables. Data were obtained from 295 online surveys with TV home shoppers who were 60 years and older. The structural model revealed (1) a positive effect of lack of shopping mobility on loneliness and perceived convenience of TV shopping, (2) a positive effect of loneliness on parasocial interaction, and (3) positive effects of parasocial interaction and perceived convenience on satisfaction with TV shopping. Results provide implications for TV shopping networks and producers. Parasocial interaction can be utilized to enhance the consumer experience by alleviating older consumers' loneliness, which ultimately leads to their satisfaction. Furthermore, convenience benefits of TV shopping can be emphasized to attract older consumers who have limited shopping mobility. © 2011 Wiley Periodicals, Inc.     

Salespersons' self‐monitoring: Direct,indirect, and moderating effects on salespersons' organizational citizenship behavior

Research into self‐monitoring (SM) confirms that people differ when it comes to how much they observe, regulate, and control themselves in certain social settings and interpersonal relationships. Research also shows that high self‐monitors, as opposed to low self‐monitors, perform better in boundary‐spanning positions that require good communication skills. Therefore, it is a matter of interest to analyze the effects of SM on salespeople's behavior, and on organizational citizenship behavior (OCB) in particular. It has been proven that this behavior affects the performance of organizations and influences supervisors' evaluations of subordinates. Although a number of studies examine the antecedents of OCB, certain relationships have yet to be looked at. This study proposes and tests a model stating that salespersons' OCB is determined by salespersons' SM, with this relationship being mediated by salespersons' person–organization (PO) fit and job satisfaction. This study also analyzes the moderating effect of salespersons' SM on PO fit to job satisfaction relationships, as well as on job satisfaction to OCB relationships. Data collected from 122 supervisor–salesperson dyads in 35 companies across 9 different sectors confirm the proposed model. In fact, the results show that SM, both directly and indirectly, has a positive effect on OCB due to the way in which it influences salespersons' PO fit and job satisfaction. The results also confirm the moderating role of SM in the relationships between job satisfaction and OCB, and between PO fit and job satisfaction. Certain implications of this study, as well as directions for future research, are also addressed. © 2009 Wiley Periodicals, Inc.     

Consumer satisfaction with shopping experiences and clothing products in the children's wear market

This study, utilizing a model of the satisfaction process in retail settings, analysed the relationship between problem disconfirmation and satisfaction with (i) shopping for children's clothing and (ii) the quality of children's clothing. In addition, the effect of shopping satisfaction on product satisfaction was also examined. The sample comprised 957 children's wear consumers from one mid-western state. Factor analysis and ordinary least-squares regression were the statistical techniques used to analyse the data. The results indicate that sizing and fit problems are significantly related to satisfaction with the shopping experience. Product attributes related to the lasting ability of a garment, as well as those specific to infants' wear, were significantly related to satisfaction with product quality. Satisfaction with the shopping experience was also found to affect product satisfaction. These results have tangible implications for apparel marketers.     

Operations in banking: the service quality and effects on satisfaction and loyalty

This paper studies the service quality provided by the banks. The objectives are (i) to identify which aspects of the transactions carried out by the banks are important for the service quality perceived by the customers, taking into account some aspects that are sometimes ignored (online channels) and (ii) to observe how service quality influences customer satisfaction and how customer satisfaction affects the loyalty towards the bank. Using a factor analysis, the research identifies the operative, physical, new technologies and human factors. Next, using structural equations models with AMOS, the results show an influence of the operative aspects and the new technologies on service quality, as well as the confirmation of quality as a precedent to customer satisfaction, and how such satisfaction influences on customer's loyalty towards the bank.     

Examining consumers' continuous usage of multichannel retailers' mobile applications

This paper examines the variables influencing a consumer's satisfaction and continuous use of a multichannel retailer's mobile application. Drawing upon the Expectation Confirmation Model for Information Technologies, post-adoption literature, and consumer behavior literature, we assess pertinent factors on the continuous usage of multichannel retailers' mobile apps. Through a sample of 1009 consumers who retained a retailer's mobile app for more than 6 months and conducting Structural Equation Modelling, the findings illustrate that utilitarian variables (perceived usefulness, ease of use, and personalization), hedonic variables (perceived enjoyment), and a brand-related variable (consumer loyalty intention toward the retailer's brand), play a significant role in influencing continuous usage of multichannel retailers' mobile apps. In contrast to e-commerce research, the study outlines that escapism plays a negative role in both consumer satisfaction and intention to continue to use a multichannel retailer's mobile app. Previous research points to the fact that consumers' retention of retailers' apps is low. This paper contributes to the emerging literature on consumers' continuous use of retailers' mobile apps through enhancing our understanding of technology and non-technology-related variables.     

A Model of Consumption Emotions,Attitude, and Satisfaction for Services

Abstract

Prior research on consumer satisfaction has focused on cognitive dimensions of satisfaction. The cognitive stream of research has focused on the influence of a product's attributes on satisfaction. Recent research shows the importance of another construct, the role of emotions, on satisfaction. This paper examines the influence of consumption emotions on satisfaction, attitude and intention to visit again.     

The Influence of Client Orientation on New Users' Satisfaction with an On-Line Information Retrieval Service

This study provides an empirical test for the impact of client orientation on new users' satisfaction with an on-line infor- mation retrieval service. Using a laboratory simulation of the service purchase encounter, four dimensions of the service encounter are varied-(1) the client's level of expectations for the professional librarian's friendliness, (2) the actual level of the librarian's friendli- ness towards the client, (3) the client's expectations for the degree of speed in the delivery of the bibliography via the on-line search ser- vice, and (4) the actual speed of the search service. All four dimen- sions are varied in friendly and unfriendly as well as fast and slow combinations. The client's satisfaction is measured both at the end of the service delivery when it is paid for and later on after the printout produced by the service has been used and the client is ready to recommend or criticize the service to some other potential user. The impact of client orientation on satisfaction - through ex- pectations of friendly performance and actual friendliness in the ser- vice delivery-is evaluated for the client's immediate reaction to the service encounter using ANOVA and then again using MANOVA for the unfolding process of satisfaction during and after service delivery.     

Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

The purpose of this research is to investigate predictors of customer loyalty in order to identify alternatives to customer satisfaction with service quality, which has been traditionally accepted as the primary predictor of customer loyalty, particularly for services. A stratified sample of bank customers was surveyed to collect information on customer perceptions and behaviors in relation to satisfaction with service quality, competitiveness, risk, regulation, stability and loyalty. Partial least squares path modelling (PLSPM) was applied to develop loyalty models for a steady market (Australia) and a volatile market (Greece). This study's empirical findings support theoretical arguments for the inclusion of customer perceptions of competitiveness in loyalty modelling. Perceptions of regulation and stability intervene in the relationship between drivers of loyalty and loyalty itself. For bankers, the study emphasizes the need to move away from customer satisfaction with service quality to explain customer loyalty, towards focusing efforts on achieving relative superiority in competitiveness, namely competitive productivity and products. Profiling customers based on their perceptions of a bank's competitiveness can provide additional explanatory power beyond traditional satisfaction based loyalty models. Services marketing has focused on the service components, and there is no doubt about its crucial role. But given this focus, other factors, such as the actual product component, have been somewhat overlooked in services research. The study makes a unique contribution to understanding and modelling customer loyalty by demonstrating the importance of the inclusion of customer perceptions of other factors as appropriate to market conditions.     

Emotional labor in a non-isolated service encounter - The impact of customer observation on perceived authenticity and perceived fairness

Emotional labor is a frequently discussed topic in the service literature because of its varying effects on customers' evaluation processes. Previous research has primarily investigated the effects of emotional labor from an employee-customer perspective. This article considers customer copresence and argues that the observed interaction between an employee and another customer affects the focal customer's evaluation process. An extended customer-employee-customer model is presented and empirically tested in a pharmacy setting. The findings show that distinctive emotional labor affects customers' perceptions of authenticity and fairness. This study presents a more nuanced account of the effectiveness of emotional labor and provides managers with advice to enhance point-of-sale interactions.     

Information Technology Use and Firm's Perceived Performance in Supply Chain Management

Purpose: This article proposes a theoretical model to investigate (a) a positive direct relationship between the specific use of ITs (applied to management) and the firm's performance as perceived by retailers and (b) a positive indirect relationship through information quality and information sharing.

Design/Methodology/Approach: The theoretical model proposed in this paper is contrasted using structural equation modelling of the retail distribution channel for home appliances.

Findings: The research shows that there is no positive direct relationship between the specific use of ITs and the retailer's perceived performance in the relationship with the provider. The results do, however, provide evidence for a positive indirect relationship through both information sharing and satisfaction obtained from the relationship with the provider.

Research Limitations: The analysis has been developed from the retail perspective. We suggest that future research focus on the retailer's and the provider's perspectives.

Practical Implications: In the context of SCM, the competitive advantages achieved through IT use derive from a better network of relationships between the firms involved as a result of greater information quality and information sharing. Specific use of ITs stimulates greater information sharing between retailer and provider and thus greater satisfaction and better perceived performance of the retailer in the relationship with the provider. However, the effect of IT use on information sharing occurs only through the quality of the information shared.

Originality/Value: The study shows that information quality is an antecedent of information sharing and that both information quality and information sharing act as necessary conditions for improving the retailer's perceived performance in the relationship with the provider. This article develops a measurement scale to evaluate the intensity of IT use. Finally, the research confirms that firm performance can be modeled as a second-level latent variable composed of three different dimensions (economic benefits, marketing benefits, and adaptation benefits).