Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships

The article examines how product and relationship quality influence customer commitment along with their combined effect on customer loyalty. The results show that product quality influences positive and negative calculative commitment. With regard to relationship quality, its “social” dimensions such as cooperation and trust have a much greater influence on commitment than its “technical” dimensions such as knowledge transfers and adaptation. On the “social” side, cooperation and trust positively influence affective and normative commitment, with trust also positively affecting positive calculative commitment, while on the “technical” side the only significant link is between adaptation and normative commitment. As for the consequences of commitment, affective commitment positively influences attitudinal and behavioral loyalty, while negative calculative commitment positively influences behavioral loyalty. In addition to indirect effects, product quality also directly positively influences attitudinal and behavioral loyalty. The results imply that customer loyalty depends more on “emotional” (affective commitment) than on “rational” (negative calculative commitment and product quality) motivation to continue the relationship.     

Incentivizing R&D: Prize or subsidies?

This paper studies the optimal design of R&D contests. A “sponsor” (e.g. the US Department of Defense or the World Health Organization) wants to improve the quality of the winning products. To do so, it partitions its budget between two schemes: an inducement prize and efficiency-enhancing subsidies to the firms competing in the contest. Prizes and subsidies have different functions, and they provide complementary incentives. In the optimally designed contest, subsidies increase while the prize decreases, if the innovation process is more challenging. Further, sensible conditions are identified under which the optimal contest implements either a “handicapping” scheme (by preferentially subsidizing the “underdog”) or a “national champion” scheme (by favoring the “favorite”). Our analysis yields a number of useful implications and sheds light on an array of R&D incentive schemes, such as the DoD's design competitions and vaccine development incentives.     

Fit for purpose? Rethinking food security responses in protracted humanitarian crises

The recent rise in the price of food worldwide defied easy categorization. However, the impact of the price hikes on developing country consumption served to refocus attention on food security. Much attention was paid to short-term buffering of nutrition in tandem with new investments in agriculture – a dual approach that served to reinforce a longstanding bifurcation in analysis and programming between “emergency” and “development” categories, suggesting that “emergency” responses deal with immediate needs while “development” means addressing underlying causes with a longer-term lens. The notion of the “relief to development continuum” has long been dismissed as conceptual framework, but has never really been replaced as a programmatic framework. This paper suggests a multi-dimensional way of conceiving of these categories and a more systematic way of thinking about response. Ethiopia is noted as an example where elements of this new approach are taking shape but even Ethiopia has not adopted all of these components in an integrated way, and the programming there has not been comprehensively evaluated.     

An evolving science-society contract in India: The search for legitimacy in anticipatory risk governance

This article analyzes evolving institutions and practices of anticipatory risk governance in India, through the lens of two recent and highly controversial developments in governing genetically modified crops in Indian agriculture. These developments include, first, conflicts over approving (or not) the very first genetically modified food crop in India and a related experiment in participatory decision-making; and second, proposals to revamp the existing biosafety regulatory system (with its checks and balances across diverse sources of authority) with one that elevates scientists and scientific expertise to the pinnacle of decision-making power. The article analyzes the distinct means by which legitimacy is sought to be conferred upon the means and ends of anticipatory risk governance, as reflected in these two examples. I contrast claims to legitimacy deriving from innovative experiments in participatory democracy with legitimacy claims based upon “objective” science, showing that despite acknowledged need for the former, the latter is still being prioritized. The article concludes by identifying the contours of an evolving science-society contract in India, as revealed by these cases.     

Global sourcing strategy and sustainable competitive advantage

Global sourcing strategy has been one of the most hotly debated management trends in the last 20 years. In its early years, global sourcing was examined mostly from “in-house” development and procurement perspectives; and in the last several years, research focus has shifted to “outsourcing” activities. Along with this shift from internal to external focus on global sourcing, many researchers and business practitioners have applied a core competency argument to justify increased levels of outsourcing activities on a global basis. Although the beneficial aspects of outsourcing are assumed in most cases, no consensus exists in reality as to the effect of outsourcing. Furthermore, the increased instability of the exchange rate environment in the last several years has also led to increased difficulties in managing globally scattered operations that were once fashionable in the 1980s-90s under the rubric of global strategy. In this article, the authors explore potential limitations and negative consequences of outsourcing strategy on a global scale.     

Food choice models and their relation with food preferences and eating frequency in the Polish population: POFPRES study

A sample of 9339 subjects aged 13–75, living in the six macro-regions of Poland rated the preferences of 140 various food products, eating frequency and factors influencing food choice. Four groups of consumers were found: “consumers susceptible to advertising and seeking novel healthy products” (33.2% of the sample), “consumers not taking care of their health” (25.4%), “consumers not susceptible to advertising and taking care of their health” (32.5%), and “consumers insensitive to sensory attributes of fruit and vegetables” (9.0%). Among factors influencing the food choice, sensory and functional factors were significant, and health and price – moderate. Advertising was generally denied as an important factor in food choice. The food choice motives were highly dependent on age and gender, and to a lower extent – on region of residence, size of place of residence, economic condition and education level. Women/girls more often showed pro-health behaviours in food choice, choice motives, preferences and food intake.     

Group heterogeneity and cooperation on the geographical indication regulation: The case of the “Prosciutto di Parma” Consortium

This paper explores the impact of individual group members’ heterogeneous characteristics, resources and strategies on their level of cooperation on defining the future regulation of Geographical Indications (GIs). By following a “grounded theory” approach, this study combines qualitative evidence from an in-depth study on the “Prosciutto di Parma” Protected Designation of Origin (PDO) Consortium with quantitative evidence based on data collected from 94 Consortium members and analysed through path modelling. Results confirm that (1) “Prosciutto di Parma” Consortium members have highly and increasingly heterogeneous characteristics, assets and strategies and that (2) higher heterogeneity negatively affects members’ agreement on the future level of restrictiveness of “Prosciutto di Parma” PDO as GI and therefore the effectiveness of the collective action. Overall, these findings give light to another internal barrier that may threaten producers’ opportunity of profiting from the use of established and highly recognized GIs. Managerial and policy implications for both “Prosciutto di Parma” Consortium members and other groups governing established and highly recognized GIs are drawn.     

Search engines: Left side quality versus right side profits

Search engines face an interesting tradeoff in choosing the way to display their results. While providing high quality unpaid, or “left side” results attracts users, doing so can also cannibalize the revenue that comes from paid ads on the “right side”. This paper examines this tradeoff, focusing, in particular, on the role of users' post-search interaction with the websites whose links are displayed. In the model, high quality left side results boost demand from users, causing them to tolerate a search engine on which advertisers do not offer the lowest possible prices for the goods that they sell. However, because websites appearing on the left side still have an incentive to compete in the same market as advertisers, an increase in quality on the left side may reduce advertisers' equilibrium prices. I analyze the circumstances under which this will occur and discuss the model's potential implications for antitrust policy.     

The joint impact of quality and innovativeness on short-term new product performance

In the last decade a number of conceptualizations of product quality and innovativeness have been suggested, and academics as well as managers have begun to understand that the relationships between quality, innovativeness and new product performance are more complicated than they may initially seem to be. While an innovation-oriented strategy depends on the exploration of new possibilities through search, risk-taking and experimentation, a high quality strategy requires the exploitation of existing certainties through efficiency, standardization and control. In this research, we demonstrate that the interaction effects of quality (objective and subjective) and innovativeness (for the firm and for the customer) on new product performance are different than the isolated impact of these variables. In addition, by focusing on the main and joint impact of these variables on short-term new product performance, we provide valuable recommendations for new product launch decisions.“The pure and simple truth is rarely pure and never simple.”—Oscar Wilde     

Network evolution and the embedding of complex technical solutions: The case of the Leaf House network

The purpose of this paper is to investigate the connection between network evolution and technology embedding. To this end, we performed an exploratory case study of the network surrounding an eco-sustainable technology, Leaf House, Italy's first zero-carbon emission house. We apply theories on technological development within industrial networks, with a specific focus on their resource layer and on the three settings involved in embedding an innovation: “developing”, “producing”, and “using”. Our results contribute to these theories by developing four propositions on the connections between network evolution and embedding: first, technology embedding entails both downstream network expansion and upstream restrictions. Secondly, conflicts among actors increase as technology embedding approaches the producing and using settings. Third and fourth, the more the shapes a technology can assume, and the more each of these shapes involves actors acting in different settings, the easier it is to embed it. The paper concludes with managerial implications and suggestions for further research.     

The principle of the conservation of business relationship energy: or many kinds of new beginnings

The relationship termination phase has received rather less attention in the literature than other aspects of relationship development. In this article we focus on the stage when the firms involved stop doing business with each other. We argue that relationship ending is problematic in that, even when trading stops, there still seems to exist a kind of “relationship energy” which continues on, especially in the social bonds that have been created. We propose a new principle of the “conservation of relationship energy” which states that it cannot be destroyed and that it can only be transformed and transferred to other relationships, manifesting itself in a variety of ways. “Relationship energy” provides opportunities for the same relationship to be reactivated at a later time, and helps or hinders the formation and continuation of other relationships as this energy travels with people to other organizations and contexts. The principle is illustrated using three case studies of relationships that have ended, drawn from the IMP2 database. The analysis provides new ways of analyzing the relationship termination phase as a more dynamic ongoing process and suggests new ways of evaluating relationship outcomes.     

A conceptual framework for public-private interplay in the telecommunications sector

Public activity in the telecommunications industry has experienced important transformations in the last decade: “reinvolvement” in infrastructure deployment, “innovative” boosting measures, and decentralisation of some decisions. Conceptually, even more important than the measures themselves is the fact that private agents often participate in their realisation and execution. This paper reviews how justifications for public action that would apply to any economic activity area have modelled the public-private relationship in the telecommunications sector. Subsequently, it focuses on the analysis of the new spaces for public-private collaboration that are currently opening up.     

Adding value in global B2B supply chains: Strategic directions and the role of the Internet as a driver of competitive advantage

The Internet increases the likelihood of “disintermediation” in global B2B supply chains. At the same time, opportunities for intermediaries to generate incremental value for other channel members are opened up. The discussion highlights three such strategic directions — “information rich”, “relational exchange” and “joint-learning” — with the focus on the role played by the Internet in the implementation of these strategies. Particular attention is also given to the experience of a leading Hong Kong intermediary to illustrate the alignment of the Internet with each of these strategies for enhancing the competitive position of intermediaries in global supply chains.     

A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation

Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This study, considering different concepts of CRM, proposes a process-oriented framework for examining the relationship among CRM resources, CRM process capabilities, and organizational performance. Based on the resource-based view (RBV) of the firm, CRM resources are classified as “technological CRM resources” and “infrastructural CRM resources”. Data from 77 Iranian Internet service provider firms were gathered in a field survey. The empirical work indicates that the measured constructs demonstrate key psychometric properties including reliability and validity. The results reveal that CRM processes are more affected by infrastructural CRM resources rather than technological CRM resources. Moreover, the findings indicate that firms with improved CRM process capabilities enjoy better organizational performance.     

SOCO's impact on individual sales performance: The integration of selling skills as a missing link

Conventional wisdom suggests that a customer orientation is a vital cornerstone upon which the success of salespeople is predicated in terms of serving their customers and prospects. However, at a pragmatic level, not all salespeople practice a customer-oriented philosophy in their day-to-day selling. In fact, decades of sales research provide largely inconclusive results with respect to individual salespersons' customer orientation and performance outcomes. We argue that for customer orientation to be a predictor of sales performance, specific selling skills must be present. Furthermore, we empirically demonstrate that without these requisite selling skills, salespeople are better off utilizing a sales orientation approach, as opposed to a customer orientation approach. More provocatively, this research shows that a “missing link” in the long standing body of research on the SOCO (sales orientation/customer orientation) perspective is that specific selling skills can impact sales performance directly as well as moderate the impact that both a “sales orientation” and a “customer orientation” ultimately have on sales performance.     

The political ideology of food

Using data from a survey of over 700 Americans, we sought to measure and investigate the nature of citizen’s political ideologies in relation to food. Results reveal that a majority of respondents can be classified as “food statists,” desiring more government action in the realm food and agricultural relative to the status quo. People’s ideologies with regard to food were multidimensional, falling along lines related to food health and quality, food safety, and farm subsidies. Respondents were most in favor of additional government action related to food safety. Food ideology was related to conventional measures of political ideology with, for example, more liberal respondents desiring more government involvement in food than more conservative respondents, but the relationship was far from determinative, suggesting food ideology represents a unique construct in its own right.     

The momentum for network separation: A guide for regulators

Next Generation Access Networks (NGAs) are a challenge to regulators and operators insofar as they require large investments, there is a significant uncertainty about the ability to recover costs, and the choice of the appropriate regulatory regime is far from consensual. Regulatory authorities might want to seize the moment and reconsider mandatory vertical separation of telecommunication firms, without jeopardizing incentives to innovation and investment. This paper discusses the main elements of a possible test for the adequacy of network separation as a regulatory remedy. A sequential decision tree procedure with three questions is proposed: (1) “Is there significant market power in the provision of access under NGAs?”; (2) “Are there little vertical complementarities between services along the supply chain?”; and (3) “Is network separation a better regulatory tool than any other alternative?”. A positive answer to all the questions implies that the regulator should consider network separation as a regulatory remedy.     

Conceptualization and measurement of relationship quality: Linking relationship quality to actual sales and recommendation intention

Following over a decade of relationship marketing, this paper re-visits the notion of relationship quality to determine relational drivers of account profitability. Customer executives from multiple industries are interviewed to identify critical success factors in buyer-seller relationships. Based on their responses, a “back-to-the-basics,” grass roots approach to the measurement of relationship quality is offered. To further demonstrate its value for marketing practice, this measure of relationship quality is administered to a nationwide sample of key customer decision-makers to determine its link to profitable outcomes. The results support this measure as a driver of actual sales and recommendation intention.     

Relationships Between Businesses and Marketing Research Firms: Impact of Partnering on Performance

Many firms are turning from discrete, arms-length, adversarial exchanges with a multitude of marketing research suppliers toward long-term, collaborative relationships with a smaller number of “partners.” Advocates of partnering believe that it is a way to reduce total costs and improve quality, while dissenting firms believe partnering can breed complacency. This article presents the results of a study that examines performance outcomes (product quality, service quality, cost efficiency, timeliness, and overall customer satisfaction) and the degree to which a client partners with its marketing research firms. Results indicate a relationship between partnering and increased performance in all five areas. Implications for managers include the possibility of better performance from research firms if the relationship is more collaborative in nature.     

Are key account relationships different? Empirical results on supplier strategies and customer reactions

In this paper, the authors analyze 91 key account relationships and 206 ordinary supplier-buyer dyads regarding differences in suppliers' relational behaviors and customers' perceptions of relationship quality (satisfaction, trust, and commitment). The results suggest that while - as compared to ordinary relationships - suppliers put significantly more effort in “value-creating behaviors” in key account relationships, they do not modify their “value-claiming behaviors” in those dyads. On the customer side, suppliers' increased value creating activities lead to increased commitment. However, customers are neither more satisfied, nor do they trust their suppliers more when they receive key account status.