The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce

Using data from online customer ratings, we explore how the relationships between logistics performance and customer loyalty are affected by risk characteristics of products and efficiencies of the websites. Risk is defined in terms of price and ambiguity of products. Efficiency is interpreted as the ability of the websites to achieve good ratings in terms of operational factors (such as satisfaction of customers with product specifications, refunds/returns, prices, management accessibility, etc.) and also achieve good ratings in terms of customer loyalty. Our results show that efficiency, but not risk, is a significant moderator of the impact of logistics performance on customer loyalty.     

The competitive response of small,independent retailers to organized retail: Study in an emerging economy

This study aims to decipher the competitive response of small, independent retailers in an emerging economy – India – to the onset of competition from large, organized retailers. The competitive behaviour is comprehended in terms of patterns of retail functional and business strategies, in further classifying the retailers into strategic groups, and finally by assessing the performance of these clusters. The study is based on a primary field survey of 605 grocery shops in two cities in India. The findings of the research point towards the presence of distinct strategies, strategic groups, and the positive impact on small retail performance of adopting distinct retail functional and business strategies.     

Designing communication architectures for interorganizational multimedia collaboration

Advances in computer and communication technologies have stimulated the integration of digital video and audio with computing, leading to the development of various computer‐assisted collaborations. In this article, we propose a multilevel conferencing paradigm called super conference for supporting collaborative interactions between geographically separated groups of users, with each group belonging to possibly a different organization. In a super conference, each participant must receive and display the composite media stream obtained by mixing media streams transmitted by all the other participants. Hierarchical communication architectures are naturally suited for media mixing in super conferences. We present algorithms for designing hierarchical mixing architectures that optimize real‐time end‐to‐end delays of media. In order to improve their real‐time performance further, we propose multistage mixing techniques by which mixers can carry out mixing concurrently with communication. Surprisingly, the optimal architectures for multistage mixing are widely different from those of monostage mixing (in which, mixing and media communication sequential as opposed to concurrent). Based on real‐time delay constraints of multimedia, we obtain interesting limits on the sizes of both super conferences and groups within super conferences in optimal hierarchical architectures, which go to show their high scalability in terms of both the maximum number of participants and the geographical separation between them.

At the Multimedia Laboratory at the University of California, San Diego, we have implemented a conferencing system on an environment of Sun SPARCstations equipped with digital multimedia hardware. As an interesting application of the conferencing system, we have developed a telepresenter by which users can remotely attend lectures in progress. We present initial experiences with the system.     

Binomial innovation diffusion models with dynamic potential adopter population

Models for describing the time pattern of the diffusion processes for innovations are used by researchers in various disciplines. These models are in general binomial models—binomial in the sense that they focus their attention on two causal variables: 1) that part of the population who have already adopted the innovation, and 2) the rest of the population who are potential adopters. However, these models have a serious limitation in that the potential adopter population is assumed to remain constant over time. This paper presents some modified binomial innovation diffusion models that incorporate dynamic potential adopter populations. Moreover, the developed models are applied to some case studies, and their superiority in forecasting the time pattern of diffusion is also included in this presentation.     

Telecom microfinance banking versus commercial banking: a battle in the financial services sector

Journal of Financial Services Marketing - The purpose of the study is to compare the growth rate of commercial banks with microfinance banks, under the shadow of financial exclusion, and to provide...     

A comparison of the technical efficiencies of health districts and hospitals in Botswana

An attempt is made here to construct and present relative efficiency indices for the services rendered by health districts and specific hospitals in Botswana, using Stochastic Frontier Regression analysis and Data Envelopment Analysis. The analysis indicated that three districts - Kweneng East, Kgalagadi and Boteti - have efficiency scores below the optimum level. Among the 13 hospitals considered, Tsabong Primary Hospital was found to have an efficiency score of less than one. Since the health services involve a number of factors, these indices ought to serve as indicators for further scrutiny of those units (health districts and hospitals) that fall below the optimum efficiency level. The data used for the analysis are from the published material by the Central Statistics Office, Botswana for the year 1997. Health is considered one of the major concerns of the government of Botswana. As a consequence, the authors feel that this study will be useful to policy makers and health planners in giving them some kind of relative ranking among health districts and hospitals.     

Evaluating the comparative performance of countries of the Middle East and North Africa: A DEA application

Over the past few decades, countries of the Middle East and North Africa (MENA) have achieved varying levels of economic development. In this paper, data envelopment analysis (DEA) is employed to study the comparative performance of selected MENA countries. For 1999, our DEA identified four of the 18 countries studied as the most efficient: Bahrain, Jordan, Kuwait, and the United Arab Emirates. All are from the Middle East, with three being members of the Gulf Cooperation Council (GCC). Yemen was rated as the least efficient of all countries considered in the analysis. A regression analysis showed that the efficiency scores have a significant relationship with the richness of the countries (in terms of GNP per capita) but do not have a significant relationship with the size of the countries (in terms of population). Further, a time-series analysis using the Malmquist Productivity Index (MPI) indicated that the MENA countries achieved higher values of desirable attributes, and lower values of undesirable attributes, in 1999 compared to 1998. During 1998-1999, technology change contributed more to the improvement of MPI than did technical efficiency change.     

Retail service quality,corporate image and behavioural intentions: the mediating effects of customer satisfaction

This study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction.