Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline.

     

Gender and ethnic differences in factors that influence food intake

Abstract The objective of this research was to ascertain the gender-and ethnic-related factors that influence what one eats. This survey was conducted using a validated, pilot-tested questionnaire in 11 states and the District of Columbia, which were participating in the W-182 Western Regional Research project. The results indicated that the factors that influence what one eats differ by gender and ethnicity. Men were very much influenced by likes and dislikes, and by their spouse or significant other. Women were influenced by likes and dislikes, and health. Food likes/dislikes and concerns about health and weight were among the leading four factors for all ethnic groups. Food likes/dislikes were the top factor influencing what is eaten by 51% or more of Asians, Pacific Islanders, Caucasians and Hispanics. Concern about health was the top factor for 62% and 58%, respectively, of African Americans and Native Americans.     

Following the Crowd—Does Crowdfunding Affect Venture Capitalists’ Selection of Entrepreneurial Ventures?

Given the increasing popularity of crowdfunding as a new means to finance entrepreneurial ventures, we assess whether and how crowdfunding campaign‐specific signals that affect campaign success influence venture capitalists’ selection decisions in ventures’ follow‐up funding process. Our study relies on cross‐referencing a proprietary data set of 56,000 crowdfunding campaigns that ran on Kickstarter between 2009 and 2016 with 100,000 investments in the same period from the Crunchbase data set. Drawing on signaling theory and the microfinance literature, our empirical findings reveal that a successful crowdfunding campaign leads to a higher likelihood to receive follow‐up venture capital (VC) financing, and that there exists an inverted U‐shaped relationship between the funding‐ratio and the probability to receive VC funding. Further, we find statistical evidence that an endorsement by the platform provider has a likewise positive impact on the receipt of VC. Contrary to our expectations, word‐of‐mouth volume seems to be a negligible factor when it comes to follow‐up VC financing. Our results support the view that crowdfunding signals are factored into the VC’s funding decision in order to evaluate the potential of entrepreneurial ventures.     

Double Standards: The Role of Techniques of Neutralization

Despite the growing number of studies examining consumers?? perceptions of unethical corporate and consumer practices, research examining the apparent double standard existing between what consumers perceive as acceptable corporate behaviour and what they believe are acceptable consumer practices remains scarce. Contradictory, double standards are often quoted by other researchers as a major stream in ethical literature. The few studies dealing with this topic as well as this study indicate that people rate corporate unethical actions as less admissible compared to similar consumer misactions. However, little is known about the processes underlying these double standards. This research investigates whether the techniques of neutralization could provide a meaningful way of approaching this phenomenon. Findings indicate that the higher the extent to which people agree with arguments explaining away the misbehaviour instigated by consumers or business, the more they tolerate these questionable consumer and corporate practices. Furthermore and more importantly, these techniques give an answer on the question why people judge business (representatives) more harshly than consumers. More specifically, results show that the same respondents who justify questionable consumer actions to a certain degree, condone the same misbehaviours instigated by business (representatives) to a much lesser extent. In this way, the techniques of neutralization concern a process explaining the double standard phenomenon.     

Pre-test estimation under squared error loss

This paper specifies a pre-test estimator for conditions normally fulfilled in econometric practice, analytically evaluates its risk and demonstrates it is, under a squared error loss measure, superior to other traditional and non-traditional pre-test estimators.     

The Effectiveness of Fear Appeals Featuring Fines versus Social Disapproval in Preventing Shoplifting Among Adolescents

The present study investigates the effectiveness of fear appeals, including type of punishment (social disapproval vs. fines), probability of getting caught when shoplifting, and severity of the punishment, in preventing shoplifting among adolescents. Results show that when the chance of getting caught is low, social punishment messages should stress severe levels of social disapproval. When social disapproval messages imply a high probability of apprehension, the severity of social rejection does not affect shoplifting intentions. Finally, messages focusing on fines should depict large instead of small fines, irrespective of the communicated probability of getting caught.     

Data accuracy's impact on segmentation performance: Benchmarking RFM analysis,logistic regression,and decision trees

Companies greatly benefit from knowing how problems with data quality influence the performance of segmentation techniques and which techniques are more robust to these problems than others. This study investigates the influence of problems with data accuracy – an important dimension of data quality – on three prominent segmentation techniques for direct marketing: RFM (recency, frequency, and monetary value) analysis, logistic regression, and decision trees. For two real-life direct marketing data sets analyzed, the results demonstrate that (1) under optimal data accuracy, decision trees are preferred over RFM analysis and logistic regression; (2) the introduction of data accuracy problems deteriorates the performance of all three segmentation techniques; and (3) as data becomes less accurate, decision trees retain superior to logistic regression and RFM analysis. Overall, this study recommends the use of decision trees in the context of customer segmentation for direct marketing, even under the suspicion of data accuracy problems.