The effect of management commitment to service quality on employees’ affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed. Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals. Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University. Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business. Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research. Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research.     

Tariffs versus anti-dumping duties

Tariffs and anti-dumping duties are two important tools used to protect industries from foreign competition and to generate revenue. While the two tools have been studied extensively in separate contexts, little is known about their comparative effects. This paper compares their effects on prices, profits, government revenue, industry protection, and welfare in a two-country framework where a dominant firm in one country exports to the other inhabited by an oligopoly. Conditions under which one tool dominates the other for a given criterion are provided.     

Firm Organization and the Structure of Retail Markets

This paper analyzes the structure of retail markets by highlighting the differential pattern exhibited across local markets by two different types of firm organization: chain stores versus stand-alone stores. Data from retail alcoholic beverage industry in California suggest that the number of chain stores is proportional to city size. Further evidence on the sales of establishments indicates that average size of a stand-alone store virtually is invariant to city size, whereas chain stores appear to get larger as city size increases. Theories consistent with these findings are discussed .     

The shipping strategies of internet retailers: Evidence from internet book retailing

Managing the shipment of goods to consumers is one of the central aspects of retail competition on the internet. In this article, we analyze internet retailers’ shipping strategies using data from the internet book retailing industry. We find that, controlling for a variety of observable firm characteristics, firms with lower product prices offer lower shipping fees and higher quality shipping in terms of average delivery time, compared to firms with higher product prices. These patterns cannot be readily reconciled with a large class of models of competition under perfect consumer information. Theories based on imperfect consumer information can explain the findings better.

WHY DO CHILDREN TAKE CARE OF THEIR ELDERLY PARENTS? ARE THE JAPANESE ANY DIFFERENT?

We conduct a theoretical and empirical analysis of why children live with (or near) their parents and provide care and assistance to them using microdata from a Japanese household survey, the Osaka University Preference Parameter Study. We find that the Japanese are more likely to live with (or near) their elderly parents and/or to provide care and attention to them if they expect to receive a bequest from them, which constitutes strong support for the strategic bequest motive, but that their caregiving behavior is also heavily influenced by the strength of their altruism toward their parents and social norms.     

Informative advertising by heterogeneous firms

This paper introduces a model to analyze the role of the cost of information dissemination in large markets where firms have varying degrees of intrinsic efficiency reflected in their marginal costs. Firms enter a market and discover how efficient they are. Those firms with high enough efficiency stay, others exit. Remaining firms then compete to attract consumers by disseminating information about their existence and their prices using a common advertising technology. The properties of the model’s equilibrium are analyzed. The model is then used to study the effect of the cost of information dissemination on the competitiveness of the market and key industry aggregates, such as price distribution and the distribution of firm value.     

International competitiveness of Turkish agriculture: a case for horticultural products

This paper defines competitiveness as the ability of a country to increase its share of domestic and export markets, especially when they have a comparative advantage in a product and can produce at a lower opportunity cost. This paper briefly covers the theoretical information on this topic and provides empirical evidence of how domestic resource cost (DRC) can determine international competitiveness. A country is said to have a comparative advantage in the production of tradable goods if that country's production is efficient; if not, then it has a comparative disadvantage. The concept of comparative advantage has two meanings: The first definition states that efficiency of production is compared to two or more trading nations, and when the nations with the lowest opportunity costs are relatively more efficient, they have a comparative advantage. The other meaning of comparative advantage refers to the efficiency of different kinds of production within the domestic economy, which are compared in terms of earnings or savings of a unit of foreign exchange. Turkey seems to have a comparative advantage in plant products that do not exhibit economies of scale and are relatively labour-intensive, i.e. fruits and vegetables eliminating border and non-tariff barriers to trade in agriculture would allow both sides to exploit their comparative advantages better.     

More on phantom bidding

Summary. A phantom bidding model is analyzed for a sale auction. The following issues are addressed: the effects of phantom bidding on overall social welfare and buyers' profits. It is shown that social welfare may increase or decrease as the auctioneer switches from the fixed reserve price policy to phantom bidding. The buyers' profits will increase whenever social welfare increases. Received: November 4, 1998; revised version: February 8, 1999     

Affectivity and organizational politics as antecedents of burnout among frontline hotel employees

This study investigates perceptions of organizational politics as a mediator of the effects of negative affectivity and positive affectivity on burnout. Based on data obtained from frontline hotel employees in Turkey, results reveal that the impacts of negative affectivity on exhaustion and disengagement, through perceptions of organizational politics, are stronger than positive affectivity.     

An empirical test of the job satisfaction-turnover relationship: Assessing the role of job performance for retail managers

The role of job performance in the turnover process has been a problematic issue for researchers and managers alike. The present study provides a preliminary test of two key predictions derived from a conceptual model refining the role of job performance as a direct impact on turnover, and a moderator of the job satisfaction-turnover relationship. The results support differing roles for intrinsic and extrinsic satisfaction components in their relationship with turnover for retail store managers performing at low, average and high levels.