Promotional messages in multichannel banking: Attractive or annoying?

Financial service providers possess a great deal of information about their customers. Customer information is used to serve customers and deliver the right messages to the right customer groups. Owing to the nature of financial services – that is, the need for credibility, long-term commitment and involvement of sensitive personal information – the planning and implementation of suitable marketing is extremely important. Financial services are offered through multiple channels, but electronic channels have increased in importance both for customer acquisition and retention purposes. In addition, electronic channels offer personalization possibilities that did not exist before. In this study, we examine, with the help of electronic focus group interviews, the kind of channels customers prefer when promotional messages include different types of personalization. In addition, the acceptance of promotional messages in the online banking context is explored. The results indicate that the channel preferences of customers diverge depending on the type of personalization used in the message. Furthermore, based on the opinions of customers concerning several authentic online banners, a personalization matrix was developed. The findings show that preference-matching personalization with informative content is accepted by the majority of customers. The article offers financial managers new perspectives on bank marketing in general, and online bank marketing in particular.     

What leads to cultural intelligence?

The ability to interact effectively in multiple cultures is not a skill possessed by all; yet, it is becoming more important in today's global business world. Recently, this skill has been labeled cultural intelligence (CQ), and has caught the attention of business leaders and researchers alike. While previous studies have examined potential outcomes of cultural intelligence, possible antecedents are examined herein. This investigation generates some insight regarding the impact of cultural exposure on CQ, as well as developing an understanding of how the depth of cultural exposure influences a person's cultural intelligence. Findings indicate that certain types of exposures to other cultures (such as education abroad and employment abroad) and the level of exposure from these experiences increases cultural intelligence. These findings are critical for multinational firms as managers hire, promote, train, and prepare employees for international assignments. Additionally, some have discussed how cultural intelligence is a critical skill for global business leaders, and it seems likely that CQ will become increasingly important due to the rise of diversity in the workforce.     

Motivation and ability as predictors of play behavior in state‐sponsored lotteries: An empirical assessment of psychological control

This research explores the interaction of motivation and ability to explain individuals' level of participation in state‐sponsored lotteries. The motivation–ability framework is considered from the perspective of perceived control wherein Rotter's (1966) locus of control serves as a perceived ability to influence lottery outcomes, and the Burger and Cooper (1979) desire for control serves as a motivation to play. With the use of a sample of adult consumers residing in a state with a government‐sponsored lottery, predicted results were found. Specifically, the consumers who played the lottery to the greatest extent were those with internal locus of control (high perceived ability) and high desire for control (high motivation). © 2001 John Wiley & Sons, Inc.     

Measuring corporate environmental performance

As shareholders, government regulators, consumers, employees, and the general public pay more attention to companies' environmental performance, measurement issues are becoming increasingly important and demand is growing for relevant information to assist stakeholders in making key decisions. Despite the enhanced interest in and attention to companies' environmental activities, the accounting profession has been slow to take on the role of defining, measuring, and controlling this broad corporate domain. Thus, measures of environmental performance have proliferated in the absence of clear, generally accepted guidelines as to what constitutes good and bad environmental performance. As a result, the public is becoming increasingly confused and cynical about interpretation of such data. In this paper, we use theoretical and empirical approaches to define corporate environmental performance and consider how well existing measures operationalize the construct. Interestingly, some popular environmental rating schemes seem to rely more heavily on public reaction to environmental events than on more precise and measurable outcome or process dimensions. Our findings suggest a need for explicit environmental performance metrics in order to provide stakeholders with more reliable, consistent, and accurate information for comparing companies and making key strategic decisions. We argue that the accounting profession is an obvious candidate for establishing such metrics since the domain of accounting typically includes measuring, communicating, and regulating information about company performance. Expanding accountants' domain to include environmental performance can greatly contribute to the usefulness of environmental performance metrics.     

Implications of accurate usage of nutrition facts panel information for food product evaluations and purchase intentions

The nutrition facts panel on food packages was designed to provide comprehensible quantitative nutrition information that would allow consumers to make more informed food choices that could result in significant long-term health benefits. This study (1) examines how accurately consumers can use nutrient information in the facts panel to determine if a product has more or less than the recommended daily values of certain nutrients and (2) offers predictions and tests of the relationships between this usage ability and product nutrition evaluations and purchase intentions. Results show that more accurate use moderates the effect of product nutrition value on consumer evaluations, as predicted. Findings also reveal that several variables (e.g., measures of nutrition knowledge, attitude toward the “facts” label) are related to accuracy in the usage task. Implications based on these findings are offered. Scot Burton is a professor and Wal-Mart chairholder in the Department of Marketing and Transportation at the University of Arkansas. His research interests include public policy and consumer welfare concerns, consumer price and promotion perceptions, and survey research measurement issues. His work has been published in theJournal of Marketing, Journal of Marketing Research, Journal of Consumer Research, Journal of the Academy of Marketing Science, Public Opinion Quarterly, Journal of Applied Psychology, and other journals. Judith A. Garretson is a Ph.D. candidate in the Department of Marketing and Transportation at the University of Arkansas. Her research interests include promotion issues public policy and consumer welfare, and consumer behavior in general. Her work has appeared in journals including theJournal of the Academy of Marketing Science, Journal of Public Policy & Marketing, and theJournal of Professional Services Marketing, as well as in conference proceedings such as the American Marketing Association and the Association for Consumer Research. Anne M. Velliquette is a Ph.D. candidate in the Department of Marketing and Transportation at the University of Arkansas. Her research interests include consumer behavior and public policy. She has published in theJournal of Public Policy & Marketing, Journal of Professional Services Marketing, and proceedings of the Association for Consumer Research as well as other conference proceedings and journals.     

Unions and the Employment Growth: Panel Data Evidence

This study adds to the small empirical literature on the impact unions have on employment growth using data from Australia. Unlike previous studies, the data used are from a panel of firms surveyed at two points in time rather than a single cross section. The results indicate a negative union effect on employment in private-sector firms of about 2.5 percent per annum that, despite the very different institutional framework that prevails in Australia, is consistent with results obtained with North American data.     

Roz, Inc.: a case for extending management accounting coverage to managers'' information acquisition process

Observers of the modern business environment have emphasized that if management accounting is to remain relevant to the realities of the 1990s and beyond, it has to evolve beyond the traditional “gathering, assimilating and reporting function” to encompass the processes whereby information reaches managers. The objective of this teaching case is to assist extending management accounting coverage towards this process.In both Australia and Taiwan, we have successfully used this case to supplement text and end-of-chapter materials at both the advanced undergraduate and graduate levels. The similarity of our teaching experiences between Australia and Taiwan, in conjunction with the generic nature of the case, suggest that it can be used in other national contexts with little or no modification.     

Using Information as a Basis for Segmentation and Relationship Marketing: A Longitudinal Case Study of a Leading Financial Services Firm

An important concern for service businesses is how to develop an appropriate segmentation and relationship marketing strategy that is tied to the value contribution of the customer base. This article presents a case study of the relationship marketing strategy for a division of a leading, worldwide financial services provider. The case firm segments customers into three tiers, using a framework similar to the one established by Berry and Parasuraman. Potential revenue from the customer is the primary segmentation variable used to assign customers to one of the three tiers, while the customer service response is tailored for each tier based upon customer information capabilities and needs. Although information is normally thought of as a supplemental service, rather than a core service, this case study shows how information is central to providing effective customer service and is a key to relationship marketing. The study also demonstrates how social and structural bonds can be used to refocus a customer's thinking from a cost perspective to a value perspective.