Trust or not: Heuristics for making trust-based choices in HR management

The present two studies examine how the participants (i.e., 150 managers) make trust-based employee selection in hypothetical situations, based on five cues of trustworthiness derived from previous surveys. In Study 1, each executive participant is presented with a pair of candidates with different cue profiles so that the choice would favor one of them based upon each of the four following heuristics: Franklin's rule, likelihood expectancy, take-the-best (TTB), and minimum requirement (MR). Study 2 adopting a within-subject design jointly compares the four heuristics. The results show that simple heuristics (MR and TTB) outperform the more complex strategies (Franklin's rule and likelihood expectancy) in their predictive accuracy. The MR heuristic, a heuristic tallying the frequency of passes against a set of minimal rather than optimal or satisfactory requirements, performs even better than the TTB heuristic, particularly when the number of the cues identified as MRs is small.     

The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

This study examines the relationships among relevant service quality dimensions of Internet service providers (ISP) and their customers’ perceived value, trust and commitment. Data was collected from residential Internet users in Thailand. The final usable sample size was 1507. The analyses include segmenting ISPs’ customers on the basis of their usage pattern and evaluating their perceptions of Internet service quality dimensions. In addition, several alternatives models were compared using structural equation modelling to confirm the mediation effects. An ISP’s service quality is influenced by the following four dimensions (a) network quality, (b) customer service and technical support, (c) information quality and (d) security and privacy. The findings reveal that while all dimensions have positive effects on trust, only network quality, information support and privacy influence customer value significantly and information support is the only dimension which is directly related to commitment. Additionally, the effects of customer service and information support on value vary across customers of different Internet usage patterns. The contribution of the present paper stems from the simultaneous modelling of a range of mediation effects which can better help explain the impact of service quality dimensions on customers’ cognitive and affective evaluations in high-tech service settings.     

Cultural resources and public trust shape attitudes toward climate change and preferred futures—A case study among the Norwegian public

Since climate change mitigation likely will affect most sectors of society, adapting to climate change essentially requires the public to envision and adjust to alternative futures. There is a need for more studies on the social basis for climate change asking why people hold the attitudes they do, rather than the dominant tendency to ask how to change attitudes and behavior. Research in different fields show that fundamental life values and worldviews are shaped through life and heavily influenced by early life socialization and culture, which in turn can shape attitudes toward specific phenomena like climate change. We surveyed a representative sample of the Norwegian public and examined how cultural resources and trust in environmental governance institutions are related to attitudes toward climate change. High levels of trust are associated with a tendency to perceive climate change as human caused, and low levels of trust correspond with stronger beliefs that climate change are natural phenomena. High levels of cultural resources are found among climate change deniers as well as believers, indicating that groups with different political, professional and intellectual orientations, as well as life histories, may not trust climate change science. We argue that improved knowledge about the social basis for climate change is an imperative part of futures-oriented expertise.     

Impacts of product,store and retailer perceptions on consumers’ relationship to terroir store brand

This research shows that consumers’ relationship to terroir store brand, measured through attachment and two facets of brand loyalty (attitudinal and behavioral) is respectively influenced by their perceptions of the product, retailer and store. More specifically, the perceived authenticity of the products of the terroir store brand and its perceived value have a positive and significant influence on the attachment and behavioral loyalty of the regular buyers of this store brand and a positive and significant influence on the attachment of its occasional buyers. Trust in the retailer has a positive and significant impact on the behavioral loyalty of the regular buyers of this terroir store brand while perceived image of the store has only a positive and significant impact on the attitudinal loyalty of its occasional buyers.     

Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the inferences potential consumers draw about the target business, and which aspects of responses affect their impressions. We test the effects of four variables associated with a response: source of response, voice of responder, speed of response, and action frame on two outcomes variables (i.e., customer concern and trust inferences). The provision of an online response (versus no response) enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers. Using a human voice and a timely response yielded favorable customer inferences. Inferences did not vary with response source or action frame. Implications are drawn for effective management of negative online reviews.     

Price image consequences

This study investigates the consequences of price image. Two conditions, a policy of intermediate price condition and a policy of low price condition, were distinguished in an experiment. Three moderators (consumers' price conscientiousness, retailer's motives perceived by consumers and consumers' familiarity with the retailer) were considered for these two conditions. Using partial least squares analyses (PLS), we propose integrated models of the consequences of price image highlighting the direct and indirect effects of this concept on consumers' satisfaction, trust, attitude and future behavioral intentions to the retailer. This research fills a gap in the literature since previous studies have mainly focused on the antecedents of price image or have only investigated specific links between the variables considered. Finally, considering our findings, we recommend to managers to favor either a policy of intermediate or low price depending of their consumers' characteristics.     

Social exchange: Empirical examination of form and focus

We investigate similarities and differences among prominent types of social exchange (psychological contract fulfillment, perceived organizational support, trust in the organization, leader-member exchange, and trust in the supervisor) and propose that two higher-order factors represent social exchanges with the organization and with the supervisor. We investigate their prediction of important employee work attitudes, citizenship behaviors, and performance. Based on data from 448 employees, empirical tests support the existence of organization- and supervisor-directed social exchanges. Tests using structural equation modeling support unique predictions of attitudinal and behavioral work outcomes.     

Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship

Value co-creation (VC) is generally considered as having mutually beneficial implications for all actors involved. Nonetheless, emerging evidence on value co-destruction and its consequences on the wellbeing of co-creating actors implies that narrowing down on specific fallouts of this process is needed for managerial interventions. This paper contributes to the value-co-creation literature by exploring the relationship between customer participation in VC on some difficult to detect employee service behaviors: workaholism and fear-based silence. The extent to which employee trust (TRS) in employee – hotel relationship moderates these relations is assessed. While the findings from 422 frontline employee-customer data within luxury hotels in Ghana support a negative effect of VC on fear-based silence and workaholism, TRS buffered these effects. We recommend that VC in service failure and recovery be approached with tact, compassion, and forgiveness.     

Unveiling ways to reach organic purchase: Green perceived value,perceived knowledge,attitude, subjective norm,and trust

This paper aims to investigate organic food consumption based on the perspectives of an extended research model by integrating the theory of consumption value (TCV) and the theory of reasoned action (TRA). First, we tried to find out how five consumption values of functional, social, emotional, conditional, and epistemic in classic TCV influence consumption choice especially in the sustainable consumption domain of organic food, interpreted as green perceived value (GPV) in the reflective-reflective second-order latent. Second, as an attempt to extend the classic TRA, this study included trust and perceived knowledge in the research model in addition to the subjective norm, attitude, and behavioral intention. A partial least square structural equation method (PLS-SEM) was adopted to examine our research model with 251 samples. Our results revealed that GPV significantly affects consumer attitudes. Consumer attitudes and subjective norms also have a significantly positive effect on purchase intention. As an extended TRA, GPV has a significantly positive effect on trust while trust significantly impacts purchase intention. Further, perceived knowledge positively influences attitude and trust. By jointly considering TCV and TRA, this study proposes several implications emphasizing how GPV and perceived knowledge affects consumers’ organic food consumption choice based on the role of increased trust.     

我国房地产开发企业信托融资研究

房地产业是典型的资金密集型行业,相对于投资项目所需资金而言,房地产企业普遍存在自有资金不足的问题,因此必然要依赖于金融体系的资金支持。然而,现阶段我国房地产开发企业融资模式相对单一,主要依赖银行贷款。本文从房地产开发企业的角度出发,以美国为例分析REITs的发展状况及特点,并在此基础上研究和探讨我国房地产企业信托融资问题。