Customer attitudes of stayers and defectors in B2B services: Are they really different?

Identifying attitudinal differences between stayers and defectors is important in establishing a deeper understanding of customer satisfaction and loyalty research. Both managers and academics often use global customer attitudes, such as customer satisfaction and behavioral intentions, as determinants of customer loyalty. The implicit assumption is that customer satisfaction and/or behavioral intentions are valid, and accurate, predictors of actual loyalty behaviors. This study compares customer attitudes of stayers and defectors in B2B services using respondents (primary decision makers) from a Fortune 100 company. The results show that the commonly used customer metrics of service quality, satisfaction, and behavioral intentions have some differences between stayers and defectors. However, these metrics are shown to be relatively weak differentiators of actual customer defection. The stayers and defectors are much more similar, than different, on most metrics. The most notable difference is price perceptions, where defectors appear to be more price sensitive than stayers. These findings have significant implications for the design and use of customer-focused research by managers.     

Patent replacement and welfare gains

Patents were chosen in an era when modern public finance tools were unavailable. The same innovation outcomes can be achieved with higher welfare, if patent elements are replaced by modern features. This paper constructs two theoretical models of product innovation and simulates the welfare effects of replacing patents with an intertemporal-bounty arrangement. We find that replacing patents with this alternative has the potential to increase welfare in the United States through reform of pharmaceutical patents by $43.9-$194 billion when measured in present value terms (this is 0.3-1.3% of annual GDP) based on simulations involving four selected drug sectors. The potential to increase welfare would be higher if applied to the larger sector of drugs as a whole. In principal, patents could be replaced in other sectors as well.     

Richard H. Thaler: A Nobel Prize for Behavioural Economics

ABSTRACT

This paper provides an overview of Richard Thaler’s career and the contributions to behavioural economics that earned him the 2017 Nobel Memorial Prize in Economic Sciences. It focuses on his role in exposing and making sense of empirical anomalies in orthodox economics, his analysis of mental accounting, and his work with Cass Sunstein on the notion of libertarian paternalism and the ‘nudge’-based behavioural approach to economic policy. It then considers his contributions critically and explores how, unlike previous behavioural economics, Thaler succeeded in getting his new approach to behavioural economics accepted by mainstream economists.     

Gender Role Portrayals in Japanese Advertising: A Magazine Content Analysis

Abstract

The authors report a content analysis that assessed gender role portrayals in advertisements from highest circulation Japanese magazines. They found that, although some indigenous gender stereotyping was evident, several traits previously associated with Japanese women (devoted, obliging, rattle-brained, superstitious, thorough) were associated with men. Also, men were not linked with certain stereotypical male traits (autocratic, blustery, forgiving, generous, severe). Other findings included women being shown in a positive way as often as men. In terms of common international stereotypes, women were not associated with low priced products or portrayed as being more deferential than men. However, women still were portrayed as more concerned with appearance and as younger than men, were not depicted as product authorities, and were shown more often in sexist than in nonsexist depictions.     

Understanding the causes of defection among satisfied B2B service customers

Abstract

Many research studies conclude that satisfaction is strongly and positively related to repurchase intentions and loyalty behaviour. However, companies are often faced with the perplexing question of why some customers, who are satisfied, still switch suppliers given the right circumstances. To answer this question, an exploratory research study was conducted in the facilities-management industry with business-to-business service customers. The study was conducted in two stages: an exploratory stage that focused on the industry as a whole, and a confirmatory stage that focused on lost customers from one specific company. It was found that switching motives and actual reasons for switching are quite different. Customers, despite being satisfied, are more likely to switch suppliers for price reasons than they originally stated.     

A requirements planning system for the Space Shuttle Operations schedule

The National Aeronautics and Space Administration (NASA) is charged with developing a Flight Operations Planning Schedule for Space Shuttle Operations in the 1980s. During this decade, NASA plans to launch up to thirty space shuttle flights per year when the program reaches the mature phase. Traditional planning techniques for space flights (PERT-type models) are inadequate for this task because of their inability to resolve conflicts arising from multiple demands for limited resources generated by numerous simultaneous projects (space flights). This paper describes a requirements planning system developed by the authors and adopted by NASA for this resource constrained multiple project scheduling problem.     

Industrial targeting in free trade areas with policy independence

Abstract.  We investigate the limits of a mechanism for free trade area (FTA) formation that simultaneously satisfies internal industrialization targets. For arbitrary targets, we find necessary and sufficient conditions that guarantee that the mechanism is efficient for member countries individually, even if other members do not implement the efficient policy. When the objective is conservative – designed to protect the level of industrialization previously achieved by the target industry – member countries are guaranteed gains from the efficient policy and their FTA participation. The analysis covers cases with transportation costs and explains why minimally restrictive rules of origin support efficiency and policy independence.