Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor

Many academics and practitioners have reiterated the importance of online customer retention to ensure long‐term profitability. Consequently, a number of studies have identified various means of customer retention. These studies lay significant emphasis on creating customer loyalty. However, retaining customers, especially in the context of Internet shopping, is very difficult because of the low costs in comparison and switching. Most of the loyalty programs have also shown disappointing results. This study suggests that by tapping on an individual customer's inclination to resist changes in a transaction relationship, an Internet vendor can achieve customer retention. Using status quo bias theory, this study examines customer resistance to change (CRC) as a means of retaining customers in a transaction relationship with the Internet vendor. The empirical study of an Internet bookstore reveals that trust, relative attractiveness, and switching costs together influence CRC. The empirical results also show that CRC and switching costs have positive effects on willingness to pay more. Implications for theory and practice are discussed.     

Using the social system of a supply chain to improve a focal organization’s operating performance

In this paper, we explore how a large organization, operating in a mature, asset-intensive industry, used the social system of a key supply chain to generate significant improvement in operating performance (e.g., inventory turnover ratio improved from 0.8 to 3.2 in 5?years). A case study approach was used to study a steel rail supply chain involving an Australian railway company as the focal company. This supply chain consisted of two other companies: a steel manufacturer and a bulk transporter. Multiple forms of data were collected and analyzed, including models and process maps of the supply chain, published and internal documents, Enterprise Resource Planning system reports, and in-depth interviews of 31 key personnel involved in the supply chain. We found that the organizations had invested heavily in formal systems, such as governance processes and information technology systems. However, it was the informal mechanisms across and within the social system which made the greatest contribution to the resulting improvements. This suggests that organizations may be able to achieve significant operating performance outcomes at far lower cost and in shorter time frames by working through the existing social systems instead of focusing excessively on formal governance and IT systems.     

Mobile banking in a developing economy: A customer-centric model for policy formulation

India needs inclusive growth to pull millions out of poverty. Despite the best efforts of mainstream financial institutions, financial exclusion is depriving millions of poor any chance to attain adequate standard of living. Telecommunication infrastructure growth especially mobile phone penetration has created an opportunity for providing financial inclusion. The current state of mobile banking is characterized by a top-down approach. This paper presents a bottom-up approach of designing mobile banking service which would be acceptable and accessible to the poor customers. The results point to clear preference of the urban poor for a joint bank–telecom led mobile banking model. Conjoint analysis of the data points to preference for attributes related to security/safety of a bank along with the coverage, accessibility and nimbleness of a telecom service provider with minimal documentation. The paper in its conclusion exhorts the regulators, telecom service providers and financial institutions to involve end-users in order to create a sustainable mobile banking service for financial inclusion.     

Growth dynamics: the bidirectional relationship between interfirm collaboration and business sales in entrant and incumbent alliances

This paper demonstrates the existence of bidirectional relationships between interfirm collaboration and business sales. Controlling for factors that influence whether firms form collaborative relationships, the analysis shows that entry and post‐entry collaboration often contribute to superior performance, which in turn attracts more partners. However, the performance influences vary across types of collaborators and collaborations, with differences among entrant and incumbent partners, between marketing and R&D partnerships, by partner size, and across time. The empirical analysis examines businesses that operated in the U.S. hospital software systems industry between 1961 and 1991. Copyright © 2005 John Wiley & Sons, Ltd.     

Forecasting Real Inventories and the Anomaly of Money Illusion

While the transmission mechanism of inventory behavior in the business cycle has been studied, less effort has been devoted to applied forecasting of inventory change. Inventory fluctuations have accounted for a sizable portion of the changes in U.S. GDP during recessions over the past fifty years. In this paper, we report on out-of-sample forecasts of manufacturing and trade inventories generated by regression and neural network methodology. Our forecasting model is Metzlerian in approach, in that the divergence between actual and targeted sales is hypothesized as the primary cause of inventory imbalance. Our forecasts also rely on the slow adjustment of inventory investment to sales surprises. However, the likely presence of money illusion is a caveat to users, and we address several distortions it introduces to inventory management measures.     

Adjustment Dynamics of Paper and Paprboard Consurption in Canada

Using time-series data from 1961 to 1982, habitual nature of consumption of paper and paperboard products in Canada was analyzed and short-run and long-run income and price elasticities were estimated. Five groups of paper and paperboard products, based on data from Canadian sources, were specified: (i) newsprint, (ii) printing and writing paper, (iii) tissue and sanitary paper, (iv) wrapping paper, and (v) paperboard. Two formulations of stock adjustment models (with current income and current price in the first and permanent income and expected price in the second) were specified. An adaptive expectation model and a double logarithmic static model were also estimated for comparing the results with the more desirable dynamic stock adjustment models. The first two models were estimated by nonlinear estimation technique. The adaptive expectation model was estimated with the combination of GLS and a two-dimensional grid search over expectation coefficients. The static model was estimated by the OLS. The results indicated that it is worthwhile to estimate dynamic models because they show superiority over the static model in terms of explanatory power. Estimates from the stock adjustment model indicated that consumption of newsprint and printing and writing paper are subject to inventory adjustments and the other three products to habit formation. The income and price coefficients were all estimated to be positive and negative, respectively, and mostly were significantly different from zero. All long-run income and price elasticities exceeded those in the short run. Consumption of all paper and paperboard products in Canada was found to be income elastic in the long run. Similarly, price elasticities of consumption of all products were high and greater than one for printing and writing paper and for paperboard in the long run. Thus, the supposedly inelastic response of consumption of paper and paperboard to price changes, as concluded by many workers in the past, is not supported when habit, stock and expectational effects are taken into account. La nature habituelie de consommation de papier et de produits de carton au Canada est étudiée d'après les données chronologiques de 1961 à 1982. Les revenus sur une periode courte et longue ainsi que l‘élasticité des prix sont estimés. Cinq groupes de papier et de produits de carton, basés sur des données de source canadienne, sont spécifiés: (i) papier journal, (ii) papier d'imprimerie et d’écriture, (iii) papier pelure et papier sanitaire, (iv) papier d'emballage, et (v) carton. Deux formulations de modèles de règlement de stock (avec revenu courant et prix courant dans la première et revenu permanent et prix attendu dans la deuxième) sont spécifiées. Un modèle adaptable d'attente et un modèle “double logarithmic static” sont aussi estimés pour comparer les résultats avec les modèles d'adjustage dynamique de stock qui sont plus désirables. Les deux premiers modèles sont estimés par une technique d'estimation nonlinéaire. Le modèle adaptable d'attente est estimé avec la combinaison de GLS et une recherche de quadrillage à deux dimensions des coefficients d'attente. Le modèle statique est estimé par OLS. Les résultats indiquent qu'il est valable d'estimer les modèles dynamiques parce qu'ils montrent la supériorité sur le modéle statique en terme de pouvoir explicatif. Les estimations du modèle d'ajustage de stock indiquent que la consommation de papier journal et de papier d'imprimerie et d‘écriture est sujet à des ajustages d'inventaire et les trois autres produits à la formation d'habitude. Les coefficients de revenu et de prix sont tous estimés positifs et négatifs, respectivement, et surtout sont significativement different de zéro. Toutes les élasticités de période longue de revenu et de prix ont excédé celles de période courte. On trouve que la consommation de tous papiers et produits de carton au Canada est élastique quant au revenu à la longue. De la même manière, les élasticités de prix de consommation de tous les produits sont élevées et plus qu'un pour le papier d'imprimerie et d’écriture et pour le carton à la longue. Done, la réponse de consommation de papier et carton aux changements de prix supposément inélastique, ainsi que conclue par beaucoup de travailleurs dans le passé, n'est pas supportée lorsque l'habitude, le stock et les effets attendus sont pris en considération.     

DISCRIMINANT FUNCTION ANALYSIS OF SMALL FARMERS AND LANDLESS IN INDIA*

The small farmers and landless in India are faced with the vicious cycle of low incomes, low savings, low investment and uneconomic size of operational holdings and often are nonviable. Using data for the Haryana State of Northern India for 1977/78, the linear discriminant function was used to identify those factors which will make the majority of small farmers and landless in India a viable entity. Analysis of these data indicated that per hectare fertiliser use, area under high yielding crop varieties, operational size of holding and working capital are the factors which affect the viability of the small farmers and landless. As compared to the simple regression analysis discriminant function approach has been found an effective tool for discriminating the two social groups and for predicting the sponsored social change. However, the use of the discriminant function may be limited if the qualitative independent variable has more than two classes and its orderings are not in sequence.     

Does salesperson's customer orientation create value in B2B relationships? Empirical evidence from India

Although value creation in business relationships has taken an important position in the literature, yet scant attention has been paid to the precise nature of creation or destruction of value in b2b customer-oriented selling. Moreover, very few empirical studies in the b2b customer value research have focused on emerging markets, especially the BRIC countries. This study carried out in the context of small and medium sized firms in India, empirically examines from the SOCO perspective (Saxe and Weitz, 1982), value creation in customer-oriented selling, and value destruction in sales-oriented strategies. We model value creation, relationship development, and customer satisfaction as direct and indirect consequences of salesperson's customer orientation. Based on a sample of 249 small and medium sized Indian firms, we show that salesperson's customer orientation directly leads to value creation and relationship development with customers. On the other hand, a sales orientation destroys value, although it may lead to relationship development in the short-term. We also found that customer satisfaction was unrelated to both types of salesperson's orientations. Our study has considerable impact for small and medium sized businesses in emerging BRIC markets such as India, as it throws light on how supplier firms can leverage their salesforce to create value creation with their customers.     

RESPONSE OF FINANCIAL MARKETS TO ANNOUNCEMENTS OF THE AUSTRALIAN CURRENT ACCOUNT BALANCE

This paper documents the response of exchange rates, interest rates and stock prices to monthly announcements of the Australian current account balance. Survey data on market participants' expectations and forecasts generated from ARIMA time series models are used to identify the unexpected component of the announcements. The study also controls for day-of-the-week effects that have been documented in the Australian equity market The results support the efficient market hypothesis and show a significant depreciation of the Australian dollar in foreign exchange markets and a significant rise in both short- and long-term interest rates to announcements of larger than expected current account deficits. The study was, however, unable to find evidence of a significant stock price response to the current account announcements.     

On the efficiency comparison of certain randomized response strategies

Comparisons between different randomized response strategies have already been performed by several workers but all have concentrated solely on comparing the variances of the appropriate estimators. A very little attention has been paid by these workers to the degree of privacy protection offered to the interviewees. In the present paper, an attempt has been made in this direction and some important randomized response strategies have been compared with the Warner's model, taking into account the aspect of privacy protection. Received February 2000