Trying to complain: the impact of self‐referencing on complaining intentions

This paper introduces the Theory of Trying to complaining behaviour, and argues that complaining intentions can be explained by the model. Moreover, we model propensity to self‐reference (SR) as a moderating variable, and suggest that the effects of the causes to complaining intentions depend on the SR‐level held by consumers. A sample of undergraduate business students participated in the study, where the goal was to get a better understanding of complaining intentions. Our study provides new and additional insights in the drivers of complaining by also taking dispositional personality differences into consideration. The results demonstrate that boundary conditions for main‐effect models like the theory of trying can be fruitfully addressed through the notion of individual differences. The research documented that customers' propensity to complain systematically differed as a function of their level of self‐referencing. This is both good and bad news to managers. The good news is that a proportion of the customers rely less on their previous experiences in the complaining domain when they form intentions to complain. The bad news is that some others do. The obstacle is that managers cannot tell by the look if they are talking to an individual with high or low propensity to self‐reference. As the customer base contains both types case could be taken in designing marketing communication campaigns that target the groups differently.     

Customer Preferences for Frontline Employee Traits: Homophily and Heterophily Effects

Although previous research has underscored the significance of the personality traits of frontline employees (FLEs) in employee service behaviors, knowledge about customer preferences for FLE personality traits is lacking. This study responds to this gap in the literature, empirically assessing customers’ preferences for FLE personality traits. The main research objective is to investigate whether and how these preferences vary with the customer's own personality. The study proposes and tests a conceptual framework that reconciles two opposing theoretical perspectives—homophily and heterophily. The existing research in interpersonal psychology has only given limited support to the heterophily effect, whereas it has consistently evidenced the homophily effect. Moderator analyses indicate these effects are largely invariant across customer and service characteristics. Notwithstanding this, post hoc tests show that the level of preferred FLE traits is positively related to the level of customer traits. Equity theory helps explain these seemingly conflicting results.     

The combined impact of managerial and relational capabilities on innovation in firms

In this paper, a survey of more than 1600 firms in the five largest city regions of Norway is described in order to examine how a firm's innovative capacity is affected by three types of factors: factors related to the manager, the structure of the firm and the broader geographical location. By combining perspectives from the fields of management and economic geography in a logistic regression analysis, we find that the two key drivers of firm-level innovation in Norway are the presence of open-minded managers and evidence of collaboration with international partners. Moreover, these two factors are mutually reinforcing, as firms with open-minded managers also tend to engage more with international partners and vice versa.     

An examination of consumers’ cross-shopping behaviour

This study addresses antecedents of cross-shopping behaviour. Five theory-driven hypotheses are derived and tested. The results indicate that impulse buying tendency and perceived time pressure have a statistically significant negative effect on supermarket patronage. Product assortment and price consciousness have a statistically significant negative effect on speciality store patronage, while impulse buying tendency and convenience orientation have a statistically significant positive effect on speciality store patronage. Perceived time pressure has a statistically significant positive effect on meat store patronage. This effect is, however, not statistically significant on seafood store patronage. The findings have managerial implications for both supermarkets and speciality stores.     

Innovation Aesthetics: The Relationship between Category Cues,Categorization Certainty,and Newness Perceptions

Recent research notes a disconnect between what marketers deem new and innovative versus what consumers actually perceive. Many factors may contribute to this; however, the factor that has significant potential to first attract a consumer to a new product, visual aesthetic design, is investigated in this research. Findings from four studies indicate that if a consumer cannot affix a category label to a new product with certainty, as can happen with innovative aesthetics, a product's newness will be underappreciated and product evaluations will suffer. By utilizing a categorization framework and specifically accounting for the role of categorization certainty, insight into the effects of innovative visual aesthetics and why newness perceptions are inherently subjective, and therefore, potentially hazardous to new product adoption, is provided.     

The Labour Input Response to Permanent Changes in Output: An Errors-in-Variables Analysis Based on Panel Data

Using panel data for Norwegian manufacturing, we revisit 'the increasing returns to scale puzzle' for labour inputs. We consider the response of the input of white-collar workers, blue-collar workers, and blue-collar worker hours to permanent changes in output. Permanent and temporary changes in output are treated as latent variables. We compare OLS, IV, and GMM estimates of the response elasticities and conclude that the distinction between permanent and temporary changes is essential. Our GMM estimates suggest that the 'increasing returns to scale puzzle' remains for all measures of the labour input also when we consider their response to permanent changes in output. For materials, the output response indicates approximately constant returns to scale. This suggests non-homotheticity of the production technology.
JEL classification : C 23; J 23     

Formalisation of land rights: Some empirical evidence from Mali, Niger and South Africa

In this paper, we re-interpret three cases of research previously carried out in Mali, Niger and South Africa in light of the recent debate about formalisation of land rights that has emerged since the publication of Hernando de Soto's ‘Mystery of Capital’. The Malian case shows that lack of broad access to formalisation processes in high-pressure areas may play into the hands of those with power, information, and resources. The case also demonstrates that timing of formalisation efforts in urban areas characterised by rapid expansion is crucial in terms of distributive outcomes. The Nigerien case demonstrates how impending formalisation led to a scramble for land and increased conflicts in a context of institutional competition and limited administrative capacity. The South African case shows that the very process of surveying and registering rights may also change the rights themselves. Formalisation procedures may also amplify the tension between individual and communal rights, and boost privatisation.     

The Economics of Grain Cleaning on the Prairies

In the Canadian grain marketing system, grains have typically been cleaned to very tight levels at port elevators. In recent years, changes in rail rates, livestock production and grain handling technology are pressuring the system for change. A mathematical programming model of vertical marketing functions in western Canada is developed to determine optimal locations for cleaning. Cleaning margins are positive in all regions of the prairies. Grain cleaning is found generally to be more efficient on the prairies than at the ports. However, grain cleaning will continue at ports to some extent because of inadequate capacity at country positions and sunk costs at port facilities and because primary elevators will likely clean only the dominant grains. Dans le système canadien de commercialisation des céreales, les grains passent généralement par un nettoyage très rigoureux aux silos portuaires. Ces dernières années, les changements affectant les tarifs ferroviaires, les productions animales et la technologie de manutention des céréales rendent cependant nécessaire un changement du système. Les auteurs utilisent un modéle mathématique de programmation des fonctions verticales de mise en marché pour déterminer les emplacements idéaux pour le nettoyage du grain. Les marges commerciales des nettoyeurs étaient positives dans toutes les régions des Prairies et le nettoyage était généralement plus efficient dans cette partie di pays qu'aux situations portuaires. Il continuera cependant à sefaire à ces derniers endroits dans une certaine mesure, en raison du manque de capacités suffisantes aux emplacements de campagne, des coûts irrécupérabies aux installations portuaires et du fait que les élévateurs primaires ne nettoieront vraisemblablement que les céréales commercialement le plus importantes.     

Imagination Difficulty and New Product Evaluation

This research examines the role of imagination difficulty on the evaluation of really new products (RNPs) in comparison with incrementally new products (INPs). We extend past research on accessibility utilizing an anticipatory approach where consumers look forward and generate mental images for future product usage. We found that the role of imagination changes based on the newness of the product. Specifically, for RNPs, imagination difficulty is perceived to be diagnostic in product assessment, and thus, higher imagination difficulty leads to lower product evaluations. However, for INPs, which are shown to be less susceptible to context effects, imagination difficulty has a limited impact on product evaluations. In addition, we show that the effect of imagination difficulty on the evaluation of RNPs is moderated by the level of involvement of the consumer. Research and managerial implications are discussed.