Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters

This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers’ encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer’s service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets.     

The role of public space in constructing experience capital: A longitudinal analysis in the hotel context

Public space plays a primary role in shaping customers' hospitality experiences. Yet how public space conditions customers' experiential outcomes in accumulating capital for hospitality organizations remains underexplored. Inspired by the theory of psychological ownership, this research presents an in-depth analysis of the impacts of customers' public space experiences on their experiential outcomes using a longitudinal hotel industry dataset merging information from customer surveys, property performance, and surrounding accessibility insights. Findings revealed the positive effects of customers’ public space experiences on their overall service experiences, the perceived value of the experience, revisit intentions, and recommendation intentions. Moreover, hotel class, other customers, and surrounding accessibility were empirically verified as moderators conditioning the positive impact of public space. These findings offer valuable implications for theory and practice that are worthy of further exploration.     

Mobile diaries – Benchmark against metered measurements: An empirical investigation

Researchers seeking to study the relationships between consumers' communications, attitudes, and behaviors could benefit from monitoring consumers over time, across multiple locations and channels, and in a way that reflects consumers' subjective perceptions. Diaries on smartphones (mobile diaries) can be used as a research tool for such purposes. A mobile diary is a self-report instrument whereby people use their mobile handset to repeatedly report experiences of interest. Mobile diaries are increasingly used in psychology, geography, medicine, and commercial marketing. Yet they have rarely been used for quantitative marketing research, and were not benchmarked against best-practice metrics in marketing.In this study, we aim to set the ground for using mobile diaries in quantitative marketing research. We first lay out the theoretical infrastructure for the usage of mobile diaries, and describe possible respondent reporting concerns, including concerns related to non-reporting, reporting over time, and concerns stemming from individual-level heterogeneity.We demonstrate the potential of mobile diaries, as well as the importance of the various concerns, using a benchmark test case in the context of primetime TV viewing. Our benchmark uses a sample of respondents with both mobile diary viewing reports and Nielsen People Meter (NPM) records. Our analysis reveals that averaging across all conditions, 47.4%–64.7% of the NPM records are reported by the diary. The major sources for mismatch are random time periods without alarms, short viewings, and periodic reporting inactivity (pulsing). Concerns such as a decrease in reporting rates over time (e.g., fatigue), smartphone ownership, and demographic variation across individuals have relatively small effects on reporting likelihood. Analyzing the cases in which diary reports do not have a matching NPM record, we find many of them can be attributed to out-of-home viewing and viewing on non-metered devices. This finding demonstrates how mobile diaries can complement metered measurements. Overall, aggregate diary-based ratings have a 0.90 correlation with NPM ratings.We discuss implications for designing and using mobile diary studies in marketing.     

Using segmentation to compete in the age of the sharing economy: Testing a core-periphery framework

Airbnb has emerged as a credible competitive threat to the hotel industry. Consequently, hotel brands are having to rethink the experiences they provide to customer in an increasingly competitive environment. Despite these trends in the industry, experience-related research that examines and informs these developments remains under-represented in the hospitality and tourism literature. The present study offers a systematic approach to examine the potential differences in experiential consumption in the accommodations industry. Using a multiple-group analysis approach, it examines the moderating effects of individual characteristics and situational factors on the nature and dynamics of experiential consumption in the accommodations industry. The findings of the study culminate in the core-periphery framework of the hospitality consumption experience that can provide a relevant theoretical lens for future research into the different sectors and types of experiences within the hospitality and tourism industry. The study also outlines important implications for the hotel industry’s strategic experience design initiatives, from the standpoint of product development, the segmentation, targeting and positioning (STP) process, and marketing communications.     

结构性违约、信用分层与评级机构的策略性反应——来自中国信用债市场的证据

2014年以来，以主要集中于民企的"结构性违约"宣告了中国信用债市场刚性兑付的"结构性打破"，债券市场进入了新的发展阶段。利用2013-2017年债券数据，本文深入分析了结构性违约对评级机构行为和效率的影响，主要有如下发现：首先，信用评级的市场公信力会因政府隐性担保导致的"刚性兑付"而削弱；其次，结构性违约爆发之后，信用评级的整体效率有所提升，但在不同发行主体呈现分化，对于非城投类企业，信用评级对发行利差的影响显著增大，意味着评级公信力的显著提升，而对于城投类企业，评级效率并未明显改善；进一步研究表明，出现这种情况的原因在于评级机构在违约后采取了差异化的评级策略，对于违约风险较大的非城投类债券，评级机构倾向采取"收紧评级"的策略；对于违约风险较低的城投债，评级机构倾向于采取"放宽评级"的策略。这种策略性行为是导致市场"信用分层"的重要原因，并有可能推升民营企业的融资成本。     

HOW DO RATING AGENCIES’ DECISIONS IMPACT STOCK MARKETS? A META‐ANALYSIS

The purpose of this study is to examine how credit rating agencies’ decisions impact the stock market using a systematic and quantitative review of existing empirical studies. Specifically, we employ a meta‐regression analysis (MRA) to investigate the extent and nature of the effect of rating agencies’ decisions on the stock market. We survey 62 studies published between 1978 and 2015. Our first finding is that the cumulative average abnormal returns calculated from this empirical literature are affected by publication bias. After controlling for publication bias, the main findings of our meta‐analysis indicate that negative rating decisions cause statistically significant negative abnormal returns. This evidence suggests an informational effect. Our results also indicate that positive rating decisions do not have a significant effect. Finally, the MRA results reveal the importance of several factors related to primary study design, as well as to the nature of the data.     

创业失败经验对连续创业意愿的影响——创业失败学习与市场动荡性的作用

基于经验学习理论，探究创业失败经验如何通过创业失败学习影响创业者连续创业意愿，以及市场动荡性的调节作用。对176位有失败经历的创业者进行问卷调查，结果表明：创业失败经验对创业失败学习和连续创业意愿均有显著正向影响；创业失败学习在创业失败经验与连续创业意愿关系间起中介作用；市场动荡性负向调节创业失败学习与连续创业意愿的关系，即市场动荡性越高，创业失败学习与连续创业意愿间的关系越弱。研究结论对于拓展创业失败经验与连续创业意愿研究、帮助创业者从失败中复原，以及激励连续创业具有重要理论价值和实践意义。     

THE ECONOMIC AND BEHAVIORAL CONSEQUENCES OF ONLINE USER REVIEWS

Online user reviews have become an increasingly relevant informational tool during product search and adoption. Recent surveys have shown that consumers trust and rely on online reviews more than they do on website recommendations and experts opinions. As a new way of driving consumer purchasing intentions, online user reviews have therefore come under scrutiny by researchers. The objective of this paper is to offer an overview of the literature regarding the impact of online user reviews on economic indicators (e.g., sales, marketing strategies) and on consumer behavior. Furthermore, following the growing interest of academics and professionals alike on the topic, the present work provides an exploratory analysis of the consequences of online reviews on individual rating behavior – empirical regularities showed that online rating distributions tend to be concentrated on extreme values, possibly because of rating biases. As consumers and firms incorporate the heuristic cues from such distributions into their decision-making processes, biased ratings might lead to suboptimal choices. This overview presents established results (e.g., the impact of volume on product sales) and insights as issues for future research.     

Disentangling acquisition experience: A multilevel analysis and future research agenda

Research interest in firms repeatedly involved in acquisitions has increased over the past decade. However, this increase has remained unmatched by efforts to integrate what is known, leaving the acquisition experience research field scattered, in turn hampering further theoretical and empirical progress. Taking a broad approach to experience, we review 106 empirical studies published in leading journals that focus on the effects of past acquisitions on subsequent ones. We discover three distinct but complementary ways in which research has dealt with experience. Moreover, research on acquisition experience has drawn conclusions on three important but insufficiently integrated levels of analysis. Our review delineates and systematises the current theoretical and empirical progress in acquisition experience research and outlines a future research agenda.     

企业成功创新经历与未来创新绩效

结合组织学习和企业二元式创新理论，探讨成功创新经历对企业未来创新绩效的影响。以2000—2017年中国制造业上市企业专利数据为基础，研究发现，成功创新经历可以显著提高企业后续专利申请数量。但是依据创新实质和创新幅度将创新分为探索式创新与利用式创新后，发现企业后续专利申请主要体现在利用式创新方面，不利于企业探索式创新。间接影响因素检验表明，企业间合作研发程度越高，成功创新经历越能够显著提升其后续创新质量，但是路径依赖越强的企业，其后续创新质量越差。从新的视角推进企业成功创新经历研究，就当前关于成功创新经历对后续创新绩效的影响悖论给出解释机制，同时对企业增强创新能力、维持长期竞争优势具有重要启示作用。