Investigating industry context effects in consumer-firm relationships: Preliminary results from a dispositional approach

Few, if any, past studies have attempted to develop a model to capture and explain industry context variability and hypothesize its effects on consumer-firm relationships. Generally, industry effects are ignored, described, or explained post hoc. Using the notion of consumers' dispositions toward a market, a framework is proposed for understanding the influence of industry context on consumer satisfaction, trust, value, and loyalty in relational exchanges. The empirical results of a survey in two service industries show that industry contexts matter and yield significant direct and moderating effects on consumer-firm relationships. The study underscores the promise of a dispositional approach for providing insights for the theory and practice of relationship marketing, resolvin goutstanding questions, and proposing fruitful areas for further examination. Edwin Nijssen, Ph.D., is a professor of marketing at the Nijmegen School of Management at the University of Nijmegen, the Netherlands. His research interest focuses on strategic and international marketing issues, relationship marketing, brand management, and new-product development. He has published inLong Range Planning, theJournal of Product Innovation Management, Technology Forecasting and Social Change, R&D Management, Industrial Marketing Management, and theJournal of International Marketing and has written several books on marketing strategy. Jagdip Singh, Ph.D., is a professor of marketing at the Weatherhead School of Management at Case Western Reserve University. His primary areas of research include consumer dissatisfaction and trust, measurement issues—including relationships between theoretical concepts and empirical observations— and the effectiveness of boundary role personnel. He has published in theJournal of Marketing, theAcademy of Management Journal, theJournal of the Academy of Marketing Science, Behavioral Research in Accounting, andManagement Science, among others. Deepak Sirdeshmukh, Ph.D., is a visiting assistant professor of marketing at the Weatherhead School of Management at Case Western Reserve University. His primary areas of research include consumer trust and consumer processing of brand information. He has published in theJournal of Marketing, theJournal of Marketing Research, theJournal of Consumer Research, theJournal of the Academy of Marketing Science, and theJournal of Consumer Psychology, among others. Hartmut H. Holzmüeller, Ph.D., is a professor of marketing at the School of Business at Dortmund University, Germany. His research interests include cross-national consumer research and customer relationship marketing. Most of his work has been published in German. His articles also appeared in theJournal of International Marketing, Management International Review, andInternational Business Review.     

When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated.     

The e-integration dilemma: The linkages between Internet technology application, trading partner relationships and structural change

The evidence from an empirical study involving 281 Australian organizations suggests that the availability, open nature, and (comparative) ease of implementation of Internet technologies for integration with trading partners, whilst on the one hand providing the means by which organizations can integrate processes and systems in a cost effective way, can amplify the need for both structural change and closer collaboration with trading partners. The relationships proposed and tested in the model are justified and explained based on a number of theoretical perspectives. These include Transaction Cost Economics, Socio-technical Systems, Resource Dependency, Knowledge Based View, Stakeholder Theory and Organizational Learning. The implications of the findings for Transaction Cost Theory are noteworthy firstly because they support the appropriateness of the inter-organizational governance structure in the context of this study, and secondly because although application of these technologies may reduce information search and related costs, whether this necessarily leads to reduced coordination costs is problematic. The potential benefits from improved coordination may be constrained by the perceived costs, and risks, of transition to new structural forms. The implication for practice is that increased use of Internet technologies creates substantial pressure to invest in organizational change. The attractiveness of investing in technologies that place managers in a position where they need to promote organizational change in order to extract adequate returns creates a significant dilemma. On the one hand Internet technologies enable extensive sharing and integration of data among trading partners, but at the same time they create conditions requiring managers to embrace fundamental organizational change in order to leverage the potential of such integration.     

A hierarchical model of the determinants of non-performing assets in banks: an ISM and MICMAC approach

The banking systems of emerging economies in general and India in particular are facing sustained impairment due to mounting non-performing assets (NPAs). In the absence of stringent policies and their implementation, the results will be detrimental and may eventually lead to an economic crisis. Thus, it is imperative to unearth the causal factors and mitigate the risks involved with rising NPAs. The study attempts to identify the determinants of NPAs from the existing literature and subsequently, explore the interlinkages between the identified factors. A model of these factors is developed using Interpretive Structural Modeling (ISM) and MICMAC approach. Key managerial insights were obtained by the suggested model, specific to the Indian context. The hierarchical model provides a clearer perspective about the relationship between the factors and suggests that economic conditions and political factors are the key drivers which impact the ownership pattern and adherence to the regulatory framework; these further impact the internal factors related to the banks and borrowers’ capacity to repay. The study will act as a scaffolding for policymakers and bankers. Based on these findings, better instruments and mechanisms for recovery/management of NPAs can be put in place.     

Mediation in industrial disputes in Britain

This article presents an overview of mediation in industrial disputes, and examines the British experience of using this form of third-party intervention since the establishment of the Advisory, Conciliation and Arbitration Service in 1974. The Author concludes that there is scope for the development of mediation in dealing with particular types of industrial disputes.     

Reinvestigating the Nature of Persistence of Shocks in the Macroeconomic Variables Relating to the Indian Economy with Special Reference to Structural Changes and Seasonality

Over the last two decades, there is a substantial debate on the persistence of shocks, in terms of their transitory and permanent nature, caused to the macroeconomic aggregates. Macroeconomic variables with transitory shocks will revert back to the long-run deterministic path eventually, whereas variables with permanent shocks will move according to random walk having no fixed predetermined path. These two series known as Trend Stationary (TS) and Difference Stationary (DS), respectively, have their significance in the specification of the regression equation and testing competing economic theories. Consequently there are a good amount of studies to classify the macroeconomic aggregates as TS vs. DS. In this context, relatively new developments of seasonal integration and presence of structural breaks in the macro variables has aroused a need to reinvestigate these hypotheses afresh. This paper makes an attempt to examine some of these issues by making use of the Indian data.

     

Formal and Informal Regulation of Industrial Pollution: Comparative Evidence from Indonesia and the United States

Economic theory and recent empirical work suggest that whenformal regulation of pollution is absent or less than 100 percenteffective, affected communities are often able to negotiateabatement from plants in their vicinity through "informal regulation."Using a model of equilibrium pollution, this article confirmsthe existence of significant informal regulation for unregulatedpollutants in both Indonesia and the United States as well asfor regulated pollutants in the United States. Combining plant-leveldata with community data in both countries, regressions revealthat even after controlling for traditional economic variablessuch as output levels and input prices as well as for plantcharacteristics such as industrial sector and age, the per capitaincome of affected communities significantly affects pollutionintensities. Higher-income communities win significantly loweremissions in both countries and for both unregulated and regulatedpollutants in the United States, presumably because income affectsboth preferences for environmental quality and the ability tobring pressure on polluting factories.     

Farm earnings, educational attainment, and role of public policy: Some evidence from Mexico

Using real household survey data from Mexico, this study evaluates

• 1. 

  (a) the impact of schooling on farm earnings through the “direct” and “allocative” effects of human capital;

• 2. 

  (b) the household demand for children's schooling;

• 3. 

  (c) using macro-level data, the association between children's school-participation and some policy variables.

The overall rate of return to household heads' schooling is estimated at 25%, and for wives, 19%. The allocative effect of schooling of household heads dominates over the direct effect. Mother's schooling and farm size exercise significantly positive effects on household demand for schooling; while in the macro model, policy variables, government expenditure and pupil-teacher ratio appear strong determinants of children's attainment of primary schooling.     

Business self-regulation and consumer protection in India: A critique

In India, as a result of the enactment and implementation of the Consumer Protection Act, 1986 there has been an increased amount of self-regulation by the public as well as by the private corporate sector. The mounting pressure by consumer organisations and the growing number of cases filed by consumers before the three-tier quasi-judicial Consumer Disputes Redressal Agencies established under the 1986 Act have propelled the corporate sector in India to become more socially accountable then ever before. Though it may be too early to comment on the success or failure of this Act, it has nevertheless initiated a process of change at least in the behaviour of the urban business community and has coerced it to regulate itself.The paper purports to highlight and evaluate the present state of business self-regulation in India. The author has critically examined the Codes of Ethics recently announced by some sections of the business community in India. He has also endeavoured to cite a few recent cases argued before the Consumer Forums, more particularly by the consumers' associations, where instead of resorting to protracted legal battles, industry has reconciled itself to consumers' demands. Thus the central theme of the paper is to show how the 1986 Act has propelled the corporate sector to resort to self-regulation and to critically examine this new development. The author concludingly argues that in order to achieve the much-cherished goal of social change in India, much still remains to be accomplished and that there is a need for a co-ordinated approach to solve the problem of consumer protection as law alone may not be effective.

---

Zusammenfassung Anbieter-Selbstregulierung und Verbraucherschutz in Indien: Eine Kritik. In Indien hat es als Folge der Einführung des Verbraucherschutzgesetzes 1986 ein starkes Anwachsen der Selbstregulierung gegeben, und zwar sowohl bei den öffentlichen Anbietern wie auch bei den privaten Anbietern. Es gab einen wachsenden Druck auf die anbietende Wirtschaft durch die Verbraucherorganisationen und durch die Tatsache, da\ die Konsumenten eine wachsende Zahl von Verfahren bei den dreistufigen quasigerichtlichen Verbraucherschiedsstellen eröffnet haben, die aufgrund des Gesetzes von 1986 eingerichtet worden sind. Jedenfalls hat dieser Druck ein deutliches Anwachsen der sozialen Verantwortlichkeit bei der indischen Wirtschaft bewirkt. Obwohl ein abschlie\endes Urteil über den Erfolg oder Mi\erfolg dieses Gesetzes noch nicht möglich ist, lä\t sich aber jetzt schon feststellen, da\ es einen Wandel zumindest im Verhalten der städtischen Anbieter bewirkt hat und zu mehr Selbstegulierung geführt hat.Der Autor setzt sich kritisch mit den ethischen Verhaltensrichtlinien auseinander, die einzelne Branchen angekündight haben. Er führt au\erdem einige neuere Fälle an, die vor den Verbraucherforen verhandelt wurden, wo die beklagten Unternehmen den Verbraucheransprüchen entgegenkamen statt in langwierige gerichtliche Verfahren zu flüchten. Für das wichtige Ziel eines sozialen Wandels in Indien bleibt nach Meinung des Autors allerdings noch mehr zu tun; auf jeden Fall ist das Problem des Konsumentenschutzes allein auf gesetzgeberischem Wege nicht zu lösen.

---

---

Presently he is on Nehru-Centenary British Commonwealth Fellowship Award (1990–93) and is doing research at the Department of Law, School of Oriental and African Studies, Thornhaugh Street, Russell Square, London WC1H 0XG.

---

The author is thankful to the Post-Graduate Tutor and his learned supervisor Dr. Werner F. Menski for his valuable comments on the earlier draft of his paper.