Inheritance and continuity in small family businesses during the early industrial revolution

Explanations for the rapid turnover rates of small businesses during the early years of British industrialisation are usually framed in terms of mismanagement or misfortune. More recently, the short lifespans of family businesses have been presented in the context of family ambitions and priorities. Whilst these explanations are persuasive, such studies tend to describe a reluctance to continue the family firm after the death of the head of household. By utilising evidence of both formal and informal methods of post-mortem estate disposal in Liverpool and Manchester we argue that the petite bourgeoisie of the early Industrial Revolution were more likely than has been thought to continue family businesses and to treat them as valuable going concerns. Moreover, we identify a degree of freedom on the part of those who inherited that allowed them to use their own judgements about the best interests of surviving family members.     

Strangers in the night: speeddating, CCI and service businesses

Organisations are increasingly realising the importance of customer-to-customer interactions (CCI). From theme parks and shopping malls, to hairdressing and health clubs, interactions between customers are recognised as a key aspect of the service experience. This research examines CCI in the context of the speeddating phenomena, a unique setting in which conversations between strangers are at the very core of the service exchange. Three elements emerge from an in-depth qualitative study to provide new insights for managers who wish to influence CCI and give some structure to future research in the area: planning, roles and performances, and cooperation versus competition.     

Vietnamese values,networks and family businesses in London

The article explores the so-called Confucian values associated by Hofstede and Bond (1993) with competitive advantage in business and investigates the role of ‘trust’ and ‘trusted networks’ amongst the Vietnamese of London. It investigates the extent to which distinctive cultural attributes can be detected in the ways this Overseas Vietnamese community has adapted to London, and how the Vietnamese either resemble or differ from another migrant community with whom they share a common history, namely the Overseas Chinese. The study explores the extent of Confucian influence on core values and how these may account for the relative success of Vietnamese businesses in London. The findings support the idea that the cultural inheritance of the Vietnamese has conferred a competitive advantage in business activity, but this is not exclusively Confucian.     

Service value and switching barriers: a personal values perspective

This research aims to investigate how customers, the key actors in a service relationship, perceive service value and switching barriers. The study is framed along the means-end-chain theory of personal values and theory of customer resources in the service-dominant logic. Hypotheses about the impact of personal values on customer value, switching barriers and customer loyalty were tested using structural equation modeling of survey data obtained from the health care and retail banking sectors in Vietnam. The results show that in both sectors, personal values have a significant impact on perceived process and outcome value as well as on perceived economic and relational switching barriers. Economic barriers were found to affect loyalty in the banking sector, in the same way that relational barriers affect loyalty in the health-care sector only. Loyalty in both sectors is influenced by process but not by outcome value. The implications of these findings are discussed.     

Interpreting value in the customer service experience using customer-dominant logic

Abstract

Traditionally, customer value has been examined from the perspective of the firm. New understandings of customer value from the customer-dominant logic perspective of services emphasise the need to move away from the service-dominant perspective and adopt a customer-based approach that considers value within the broader context of a customer’s lifeworld. This article explores how individual customers make sense of their participation in an extraordinary, commercially-driven consumption experience. A phenomenological approach is taken to understand the lived experience of these participants. The findings of this exploratory study reveal the highly complex nature of value in the experience in the chosen context of luxury driving experience days. Theoretical and managerial implications are discussed.     

Culture and personal values: How they influence perceived service quality

This research analyzes the effects of culture and personal values on perceived service quality. Data on bank service quality are collected from 509 Canadian and 216 French users. The results confirm that power distance and uncertainty avoidance influence perceived service quality. Personal values such as self-fulfillment, self-respect, sense of accomplishment, and security also influence perceived service quality. The study findings show that the effects of personal values (micro-level variables) and culture (macro-level variable) on perceived service quality are distinct.     

New insights into socially responsible consumers: The role of personal values

Given increasing interest in both socially responsible consumption behavior (SRCB) and socially responsible corporate practices in marketing, this study addressed the effects of several personal traits on SRCB (i.e., personal values, collectivism, age, and gender). Findings from an online survey revealed that consumers who valued self‐transcendence (e.g., benevolence and universalism) were more likely to engage in socially responsible consumption (e.g., recycling, avoiding, or reducing usage of products that do long‐term damage to the environment) than those who valued social status and prestige, social power, authority, and wealth. Furthermore, the findings show that older adults and women tended to engage in more SRCB than younger adults and men. Findings also indicate that age and gender were antecedents to the values of self‐transcendence and self‐enhancement.     

Functional brand qualities and perceived value: The mediating role of brand experience and brand personality

Brand experience and brand personality have become two important theoretical constructs in the branding literature. However, research on the antecedents of these two constructs has been focused on intangible brand characteristics and qualities, underestimating the role of functional features. This study aims to overcome this gap by postulating that two key functional brand qualities, quality and innovativeness, help shape brand experience and personality, which, we ultimately predict, contribute to perceived value. Investments in quality and innovation have grown substantially, but how they materialize in benefits for customers and firms remains unclear. Accordingly, this study provides insights into how firms can engender the characteristics of their offer to build brands that are perceived by consumers as generating a valued brand experience and personality. The results from two samples provide broad support to the proposed model. Both brand quality and innovativeness contribute to brand experience and personality. Moreover, we observe that both brand experience and personality relate to perceived value. Finally, we also determined that brand personality and experience partially mediate the relationship between brand innovativeness and quality and perceived value. Hence, these results provide relevant implications for both theory and the practice of brand management.     

Perception value of product-service systems: Neural effects of service experience and customer knowledge

Digital trends in product-service system (PSS) development focus on developing win-win solutions for both companies and customers, particularly when considering human behavior issues. It is useful for the PSS provider to know the PSS value creation mechanism when customers are buying and utilizing a PSS, particularly in the service-dominant logic (SDL) and cognitive neuroscience perspective. This study solved the PSS implementation that satisfied the demands of both customers and manufacturers and the value cocreation mechanism during product and service configuration with the impacts of consumer learning and the service experience. The proposed neuroscience methodology is based on an ERP (event-related potential) experiment using PSS stimuli, representing the perception value creation process during customer decision making and the PSS configuration process. The effectiveness of the service experience is more important than customer knowledge during PSS value perception due to positive emotions with pleasant memories for the service experience and the conflicting cognition process of customer learning. The combination of service science and neurology may measure and observe human behavior and psychology through the brain science method and effectively solve the human factors in service science. The findings suggest a more objective and personalized understanding of PSS value perception, particularly the practical requirements of a resulted-oriented PSS and an application-oriented PSS.     

Lending to small businesses: the role of loan maturity in addressing information problems

We investigate what determines the maturity of lines of credit to small businesses. Our results provide strong support for the hypothesis that shorter loan maturities serve to mitigate the problems associated with borrower risk and asymmetric information that are typical of small business lending. We find that maturity is shorter for firm owners that have poor credit histories, are older, and less experienced, and for firms that are more informationally opaque. Supporting the notion that collateral and maturity are substitute mechanisms in mitigating agency problems, we also find strong evidence that maturity increases with collateral pledges, that personal collateral is associated with longer maturities than business collateral, and that collateral types that better mitigate agency problems reduce the sensitivity of loan maturity to informational asymmetries and risk. Finally, while it is argued that relationship lending may mitigate information asymmetry, we find no relation between loan maturity and stronger firm-creditor ties.

Consumer participation in virtual communities: The role of personal values and personality

The important role that consumers play in virtual communities as active participants in the value co-creation process has been increasingly acknowledged in recent marketing thought and practice. This study applies and extends the well-established value–attitude–behaviour (VAB) model to investigate how personal values and personality jointly influence consumers' attitude and behaviour towards their participation in virtual communities. The results show that while the resultant conservation value dimension has an indirect influence on consumer participation behaviour in virtual communities through attitude, the extraversion trait has a direct effect. The findings clarify our understanding of how personal values and personality differently predict consumer participation in virtual communities, and confirm the role of personal values and the VAB model in explaining this phenomenon. This study suggests significant implications for virtual community marketing.     

When comparative valence frame affects brand extension evaluations: the moderating role of parent-extension fit

This research examines how comparative valence frame influences brand extension acceptance when parent-extension fit matters. The results of this research show that a positive comparison-framed ad message elicits more favourable extension evaluations and greater purchase intentions than a negative comparison-framed ad message under the similar extension condition, while both positive and negative comparison-framed ad messages contribute equally to brand extension evaluations and purchase intentions under the dissimilar extension condition. The findings also suggest that perceived extension risk serves as a critical mediator that underlies the interactive impact of comparative valence frame and parent-extension fit on brand extension evaluations. Theoretical and practical implications for advertising message strategies in brand extensions are discussed.     

Enhancing value creation of device vendors in the medical service industry: a relationship perspective

Around the world, hospitals receiving government funding and insurance payments are under increasing pressure to cut costs. Based on the literature in relationship value and transaction cost economics, long-term relationships between suppliers and customers can be beneficial to cost reduction and value creation. This study explores the value of long-term relationships between medical device vendors and hospitals from the hospital perspective. In-depth interviews were conducted employing a grounded theory approach. The results show that in addition to product benefits/costs and supportive services, vendor reputation and sales personnel specificity are most influential towards the value of their long-term relationships.     

Value creation in privately held family businesses: The moderating role of socioemotional wealth

This article examines value creation (VC) in the context of privately held family businesses using a value-based management approach. Namely, this paper assesses the influence of five value drivers (operating profit margin, sales growth, income tax rate, investment rate, and leverage) on the VC of family firms, considering the moderating effect of socioemotional wealth (SEW). Evidence from a sample of 188 Spanish family firms indicates a positive moderating effect of SEW on the relationship between operating profit margin, sales growth, and investment rate, and VC, leading to increases in the value of firms. The results emphasize that the importance of SEW and its variations imply heterogeneous strategic behaviours among family firms, and that economic and emotional goals might be compatible.     

Impact of service personal values on service value and customer loyalty: a cross-service industry study

This study investigates the customer’s perception of service value based on theory of personal values. A formative structural model is developed and tested using the data surveyed from three service industries in Vietnam. Results show a positive impact of service personal values on service value. Then, service value and satisfaction are proved as two mediating constructs in the impact of service personal values on customer loyalty. Satisfaction and loyalty are, thus, not only determined by the supplier’s service itself, but also the customer’s personal values. This consolidates the value co-creation perspective rather than the traditional value exchange in service research.     

Examining the casual relationship among service recovery,perceived justice,perceived risk,and customer value in the hotel industry

This study elucidates the causal relationships between service recovery, perceived justice, perceived risk, and customer value. Data were collected by questionnaires validated for reliability and validity. The findings were as follows: perceived justice is positively affected by service recovery, whereas perceived risk is negatively affected by perceived justice. Furthermore, perceived risk is directly and negatively affected by service recovery; perceived risk is also indirectly influenced by service recovery through perceived justice. Finally, customer value is affected by perceived risk. However, customer value is not directly related to perceived justice; customer value was found to be indirectly affected by perceived justice through perceived risk. Therefore, the path of this casual relationship is ‘service recovery, perceived justice, perceived risk then customer value’. Future studies may explore the influence of internal factors or dimensions of the forgoing variables on perceptions of customer value. In practice, hotel managers can refine the relevant service recovery approach and optimize financial investment to increase customer value.     

Key service drivers for high-tech service brand equity: The mediating role of overall service quality and perceived value

Abstract

This study investigates how different aspects of service quality could have effects on overall perception of service quality, perceived value, and service brand equity. Based on a survey of active users of mobile telecommunications services in Taiwan, we obtained the following findings. First, we found that empathy, network quality, reliability, and assurance, but not tangibles and responsiveness, have a significant effect on service quality and value perception. Second, the effect of overall service quality on brand equity is partially mediated by perceived value. Third, overall service quality has differential mediation effects on the relationships between specific service quality dimensions and perceived value. Finally, empathy and network quality have direct effects on brand equity. For managers, our study suggests the importance of identifying key service drivers for building strong service brand for high-tech service firms. The identification of key service drivers could then enable these firms to make strategic decisions on services investments. It also demonstrates the importance of the humanisation of technology for services firms. This study is original in that it explores the path from specific services qualities to service brand equity.     

An Examination of Personal Values: Differences between Accounting Students and Managers and Differences between Genders

In this study we investigate whether work experience and genderdifferences impact personal values. Personal values areimportant to study because they provide the foundational beliefsthat ultimately shape behavior. Differences in personal valuescould have several important implications for public accountingincluding recruiting, training, behavior, and retention. Wefound more significant differences between genders than relatedto work experience, however, we did find some interestinginteractions between gender and experience. Within bothexperience level groups, the dominant value type among males wasthat of an Independent Maximizer (an individual value typeexemplified by Ivan Boesky and Donald Trump, who utilizescompetence to attain personal goals). The most dominant typeamong females was Virtuous Advocate (an individual value type,exemplified by Mahatma Gandhi and Mother Teresa, who utilizesmoral means to obtain social goals). Experience had very littleeffect on males, but major differences in value types were foundbetween the undergraduate females and the female businessmanagers, with a shift (student to manager) toward servingothers but using competence rather than moral means to reachthese ends. The implications of these results are discussed.     

An omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience

ABSTRACT

The purpose of this research is to identify the factors that influence an omnichannel experience. Omnichannel is an emerging approach to retailing that responds to the changing nature of how customers shop in alternation between online and offline shops, and the increasing use of digital devices (e.g. smartphones and tablets), as a consequence retailers are focusing and establishing a seamless integrated approach to their services. Omnichannel is now a hot topic in retailing but there is a lack of empirical studies into the factors that influence an omnichannel experience. Using a mixed methods approach, we propose and empirically test a conceptual model that identifies four factors influencing an omnichannel experience: brand familiarity; customisation; perceived value, and technology readiness. We conceptualise omnichannel to include three key channels; in-store, online and mobile. Two hundred and forty-six questionnaires were collected and analysed using PLS-SEM and 11 interviews were carried out with marketing/ omnichannel professionals. Our results indicate that brand familiarity has a strong influence on omnichannel (in-store, online and mobile) while perceived value has a negative impact on the mobile experience. Our results show that retailers need to consider multiple factors, such as brand familiarity, customisation, perceived value and technology readiness as influencing factors of an omnichannel experience, and plan the use of multiple touchpoints simultaneously to enhance their overall customer’s experience. Although this study demonstrates the significant factors influencing an omnichannel experience, questions remain regarding the exact use of each touchpoint by customers and the extent of overlap between the touchpoints. which .     

Board experience and value creation in cross-border acquisitions: The role of acquirer and target country institutions

Our study investigates the effects of board acquisition experience on value creation in cross-border acquisitions and the dependence of this relationship on acquirer and target country institutions. We draw on cross-border acquisition research and institution-based corporate governance research to argue that the effect of board acquisition experience depends on the institutional characteristics of the acquirer and target countries and on cultural differences between these two countries. Based on 1775 cross-border acquisitions of U.S. and European acquirers, we show a positive effect of board acquisition experience on the announcement returns of cross-border acquisitions, which is even stronger when the target country’s takeover regulations are less friendly and when the target and acquirer countries are culturally more distant.