Loyalty program rewards and their impact on perceived justice,customer satisfaction,and repatronize intentions

This study examines three types of rewards in a retail loyalty program context (under-reward, equity-reward, and over-reward) and their impact on perceived distributive justice, customer satisfaction, and repatronize intentions. The results from a between-subjects experiment showed that equity-reward produced higher levels of perceived distributive justice than both under-reward and over-reward. Moreover, equity-reward and over-reward produced higher levels of both customer satisfaction and repatronize intentions than did under-reward. Yet there were no differences in satisfaction and repatronize intentions for equity-reward and over-reward. These outcomes suggest that loyalty programs have the potential of not boosting members' loyalty, at the same time as they may reduce loyalty among non-members.     

The effect of shelf layout on satisfaction and perceived assortment size: An empirical assessment

This research compares the effect of different shelf visual layouts on decision satisfaction and perceptions of the retailer assortment, with a focus on how (e.g. vertically vs. horizontally) to display products rather than on how many products to display. The combined evidence from three experimental studies shows that displaying assortment breadth horizontally and depth vertically led participants to perceive a larger selection and to be more satisfied. Furthermore, linear displays increase decision satisfaction but decrease perceived assortment size and preference strength for the top brand, whereas visual layouts with the preferred brand in the central position increase decision satisfaction, make the assortment appear larger, and enhance preference strength for the top brand. The findings provide guidelines about how to organize products on the shelves and suggest that – even when actual assortment size is constant – consumer responses to the assortment depend from how the retailer displays the products.     

The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust

For more than four decades, research has investigated the relationship between perceptions of organizational justice and employees' work attitudes. This study used two data sets to examine how perceptions of organizational justice influence marketing employees' perceived support and trust. Specifically, this study examines the role of perceived support as a mediator between organizational justice and trust. The results indicate that in Study 1 perceived organizational support (POS) serves as a mediator between procedural justice and organizational trust. Interactional justice is both a direct and indirect predictor of supervisory trust through perceived supervisor support (PSS). Distributive justice is related indirectly to organizational trust through PSS and directly to organizational trust. In contrast to the results in Study 1, distributive justice is an antecedent to both POS and PSS while procedural justice is related directly to organizational trust.     

Mediating role of customer forgiveness between perceived justice and satisfaction

The relationship between perceived justice facets and satisfaction is well discussed in literature. The aim of this study is to test the mediating impact of customer forgiveness between justice facets and satisfaction in the context of Pakistan's banking industry. Structural equation modelling was employed to test the proposed hypotheses by using the data of 453 bank customers of domestic banks in Pakistan. Results of the study indicate that customer forgiveness mediates the relationship between justice facets and satisfaction. However, the direct impact of procedural justice on satisfaction was insignificant. Such findings have implications to theory and practice. In theory, it proposes and tests new linkages. In practice, managers need to consider that not only the justice facets but customer forgiveness is also an important predictor of satisfaction.     

Differences in consumer attributions of blame between men and women: The role of perceived vulnerability and empathic concern

This article explores differences in blame attributions between men and women in a consumer context. The first experiment finds that women blame a company more than men for a product harm crisis. A second experiment replicates these results in a different product harm crisis and suggests the process underlying these differences. The results of tests of mediation suggest that women blame a company more than men for a product harm crisis because they feel more personally vulnerable to a similar crisis occurring to them. The tests of mediation also show that empathic concern is not the reason driving the differences between men and women in consumer attributions of blame despite observed differences on this personality trait. The theoretical and practical implications of this research are discussed. © 2004 Wiley Periodicals, Inc.     

Efficiency and quality as economic dimensions of perceived value: Conceptualization,measurement, and effect on satisfaction

Perceived value has been analyzed from various perspectives, and a variety of typologies and dimensions have been suggested for the construct. Economic value is one of these types, which is posited in this study as being composed of two dimensions: efficiency and quality. Based on the typology of Holbrook [1999. Introduction to Consumer Value. In: Holbrook, M.B. (Ed.), Consumer Value. A Framework for Analysis and Research. London, pp. 1–28], the present study develops a conceptual framework and a measurement scale for these two components. The relationship between economic value and consumer satisfaction is also examined. The study also describes an empirical study that confirms the validity and usefulness of the proposed model. The results provide an operational tool for measuring economic value that will allow retailers to design suitable strategies for creating and delivering value to consumers. Furthermore, they demonstrate the usefulness of economic value as a concept in the study of consumer satisfaction.     

Website usability,consumer satisfaction and the intention to use a website: The moderating effect of perceived risk

This paper analyzes the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions. Additionally, we study the moderating effect that consumer risk perceptions may have on the influence of website usability. Results show that website usability affects satisfaction which in turn affects intention to use. Contrary to expected, usability does not directly affect intention to use but has an indirect effect through consumer satisfaction. Finally, the usability effect on consumer satisfaction is moderated by perceived risk.     

The role of perceived product quality and overall satisfaction on purchase intentions

The study investigated the effects of perceived product quality and overall satisfaction on purchase intentions. Moreover, the direct and indirect effects of values and involvement on purchase intentions were studied. The study utilized the survey questionnaire and used sport shoes as the product being researched. The sample consisted of 197 students who responded to an anonymous questionnaire. Five hypotheses were tested and four of them were confirmed by the data. Perceived quality had a direct and an indirect effect (through overall satisfaction) on purchase intentions, overall satisfaction had a direct effect on purchase intentions and involvement had an indirect effect on purchase intentions through overall satisfaction and perceived quality. The results of the study provide several theoretical and practical implications.     

The effects of polychronic-orientation upon retail employee satisfaction and turnover

Keeping front-line retail employees satisfied, and subsequently reducing their turnover, is important in retail management. This study introduces polychronic-orientation, or an employee's preference for switching between multiple tasks within the same time-block, as an employee trait with important implications for retail employee turnover. It demonstrates empirically that a polychronic-orientation has both direct (employee fit) and indirect (through fairness perceptions) effects on retail employee satisfaction. Moreover, by exploring these effects across career stages, polychronicity is revealed to be a stable and enduring trait but one whose impact is magnified in early stages of the retail career. Implications for hiring and employee education are derived.     

The moderating effect of perceived control on motivation to engage in deliberative processing

Research has demonstrated that perceived control adds explanatory power to the prediction of behavioral intention. This research extends previous findings by demonstrating how different levels of perceived control can affect an individual's motivation to engage cognitive resources for deliberative processing when forming a behavioral intent. The results of three studies support predictions that lower versus higher levels of perceived control result in the formation of behavioral intent based on deliberative rather than nondeliberative processing. © 2005 Wiley Periodicals, Inc.     

Chinese consumer response to imported fruit: intended uses and their effect on perceived quality

Though imported fruit sells in China for many times the price of its local equivalent, and sometimes at prices higher than in developed countries, there are still many willing buyers. Previous reports argue that this purchase behaviour is impelled by the perceived high quality of imported fruit. However, perceived quality itself cannot explain this behaviour comprehensively without examining the intended use behind the decision to purchase. In this research we examined the relationships between intended use and people's perceptions of fruit quality. After convergent interviewing, an intercept mail survey of 1000 consumers was conducted in two different Chinese cities, Guangzhou (highly developed) and Urumqi (relatively undeveloped). The research identified five intended uses of imported fruit, each associated with different functions. Statistical analysis showed that intended use did affect people's perceptions of fruit quality, and that a significant difference exists between the two investigated cities in terms of the relative importance of the five intended uses. Results from this study could help to better understand why Chinese consumers purchase imported fruit and the interrelationships between quality attributes and intended uses. Such an understanding would be significant in developing strategies and policies in marketing imported fruit in China.     

Customer perceived value,satisfaction, and loyalty: The role of switching costs

It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, this article examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived‐value measures. The results, evoked from a Web‐based survey of online service users, indicate that companies that strive for customer loyalty should focus primarily on satisfaction and perceived value. The moderating effects of switching costs on the association of customer loyalty and customer satisfaction and perceived value are significant only when the level of customer satisfaction or perceived value is above average. In light of the major findings, the article sets forth strategic implications for customer loyalty in the setting of electronic commerce. © 2004 Wiley Periodicals, Inc.     

Marketing research interviewers and their perceived necessity of moral compromise

Marketing research interviewers often feel that they must compromise their own moral principles while executing work-related activities. This finding is based on analysis of data obtained from three focus group interviews and a mail survey of 173 telephone survey interviewers. Data from the mail survey were used to construct scales measuring interviewers' perceived necessity of moral compromise, moral character, and job satisfaction. The three scales then were used in a hierarchical regression analysis to predict incidences of interviewers' self-reported proscribed behaviors on the job, the latter being an index of behaviors known by interviewers to be wrong. Results support all hypothesized relationships. James E. Nelson is Associate Professor of Marketing at the University of Colorado at Boulder. Professor Nelson's research interests include topics in survey research, branding and brand equity, and humor in advertising. He has published in the Journal of Marketing, Journal of Advertising, Journal of Business Research, and Journal of Marketing Research. He teaches courses in marketing strategy, marketing research, and multivariate statistics. Pamela L. Kiecker is Associate Professor of Marketing at Virginia Commonwealth University. Professor Kiecker's research interests include topics in survey research, gender and consumer behavior, business ethics, and the dynamics of buyer-seller relationships. She has published in the Journal of Marketing Channels, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of the American Taxation Association, Advances in Consumer Research, and Proceedings of the American Marketing Association. She teaches courses in consumer behavior, advertising and promotion strategy, and marketing ethics.     

Customer perceived value,satisfaction, and loyalty: the role of willingness to share information

This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples suggest that both perceived value and satisfaction are significant determinants of customers’ willingness to share information with a company. Although some differences emerge in the two studies, structural modeling largely supports the hypothesized framework and positions customers’ willingness to share information as an important antecedent of their loyalty intentions and behavior. This study provides practitioners with preliminary insight into the relationship between willingness to share information and perceived value, customer satisfaction, and customer loyalty. This study advances retailing research, as it is one of the few empirical studies investigating the role of customers’ willingness to share information in driving loyalty and its relationship with perceived value and satisfaction in a retailing context.     

Personal value systems of men and women entrepreneurs versus managers

Many have suggested that the type of individual who becomes an entrepreneur is psychologically distinguishable from the type of individual who becomes a manager. Moreover, it has been argued that within these occupations men and women are fundamentally different. This paper discusses a study that evaluated the accuracy of these characterizations by comparing the personal value systems of men and women entrepreneurs and managers. This information should prove useful to a variety of audiences.First, individuals exploring career alternatives can evaluate the appropriateness of entrepreneurial and managerial careers for themselves by determining whether or not their own value systems match those of individuals already in these roles. Second, venture capitalists, bank loan officers, and individuals in organizations who are in positions to support women's entrepreneurial and managerial pursuits will be able to determine whether or not women and men in these roles are “made from the same cloth” and thus deserve the same consideration. Third, the current research will also shed some light on the compatibility of the entrepreneurial and managerial roles, a role transition that entrepreneurs make as their businesses mature. Finally, by studying the values of individuals in these two fields an assessment of the basic nature of these individuals can be made.Two hundred fifty-five men and women entrepreneurs and managers rank-ordered 15 terminal (desired end states) and 15 instrumental (methods used by individuals to achieve desired end states) values using a modified version of the Rokeach (1973) Value Survey. The results of the study revealed that individuals' gender had very little influence on their value systems. Women valued the terminal value of equality more than men, and men valued “family security” more than women. In contrast, managers and entrepreneurs had vastly different value systems. Entrepreneurs gave significantly greater weight than managers to the following terminal values (listed from most to least important): self-respect, freedom, a sense of accomplishment, and an exciting life, and the following instrumental values (listed front most to least important): being honest, ambitious, capable, independent, courageous, imaginative, and logical. In contrast, managers gave greater weight than entrepreneurs to the terminal values of (listed from most to least important): true friendship, wisdom, salvation, and pleasure, and the instrumental values of (listed from most to least important): being loving, compassionate, forgiving, helpful, and self-controlled.The results of the present study suggest that entrepreneurs want something different out of life than managers. Whereas the latter prefer to enjoy the pleasures that life has to offer, entrepreneurs want to be free to achieve and actualize their potential. Overall, it appears that knowing whether an individual is an entrepreneur or a manager appears to be a better indicator of his/her values than knowing whether an individual is male or female. These results suggest that men and women who become entrepreneurs or, alternatively, secure jobs in the management profession, are more similar to members of the opposite sex within their profession than they are to members of their own sex in a complementary profession. These findings suggest that customers, subordinates, superiors, bank loan officers, and venture capitalists—or in other words, anyone who is involved with men and women entrepreneurs or managers—should be careful not to categorize them according to traditional sex-role stereotypes. As was demonstrated here, these stereotypes are not applicable across the board. Moreover, previous research has shown that they can result in sex discriminatory decisions.Finally, once a business is well underway, managing the operation becomes central to its success. The results of the present study suggest that this change in role emphasis may not be satisfying to the entrepreneur, because the value system of individuals who are committed to the managerial role is at odds with the value preferences of entrepreneurs. This may help explain why many entrepreneurs become less interested and motivated in their ventures once the entrepreneurial component of their job is overtaken by the management aspect.     

Impacts of advertisements that are unfriendly to women and men

Taking Belgium as a case in point, this study analyses, first, tolerance for advertisements unfriendly to women and men as expressed by advertising and marketing professionals, consumers and gender equal opportunity workers. Second, it compares which types of unequal gender portrayal raise concerns with which sector of respondents. Finally, it analyses the differences in adherence of the three sectors to the two main policy solution paradigms proposed in the 2008 European Parliament Resolution on ‘How marketing and advertising affect equality between women and men’. Results suggest a degree of tolerance that varies significantly according to sector, language, gender and age. Overall, respondents express more concerns regarding traditional sex roles in advertising than regarding nudity, unattainable beauty standards or gender stereotypes, and prefer gender-and-advertising literacy programmes and awards for advertisements that break through gender stereotypes over stricter ethical and/or legal regulations. These findings should prove useful to advertising and marketing professionals, national advertising regulatory bodies and policy makers.     

Medical error reduction: the effect of employee satisfaction with organizational support

The problem of medical errors as a factor of service quality has become critically important for healthcare providers. The research model in this paper describes how employee satisfaction with organizational support (ESWOS) and organizational systems supported by an organizational culture impact medical error reduction. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 186 respondents in four selected hospitals. The results of the study strongly support that medical error reduction is associated with ESWOS. Also, organizational culture which supports ESWOS and organizational systems as preventive and corrective systems is important for reducing medical errors.     

Application of an interactive exercise tool: student activity,performance and satisfaction in a Household Technology course

ItkA is a new interactive exercise software tool, which provides both a training mode and a test mode. A random generator compiles exercises from a question database. In each test, students have the opportunity to score up to 50 points. The construction of ItkA is based on Bloom's taxonomy of educational objectives in the cognitive domain. ItkA has been tested and evaluated in a Household Technology course. In addition to attending face‐to‐face lectures, students had the opportunity to practise as much as they wanted to, parallel to which seven tests were provided and evaluated. Furthermore, data were collected by use of a preliminary survey and a follow‐up survey. The aim of the study was to learn more about students' learning activities and learning behaviour in the Household Technology course. The authors evaluated the students' degree of participation and their results on the tests provided. Finally, student satisfaction with course support and with the design of the course was evaluated. The results clearly show that students only learn actively when lecturers give detailed advice or tasks. Although the test results were surprisingly good, half of the students had difficulties in organizing themselves and were not able to pass all the tests in the given period. There is a significant negative correlation between average test results and the number of questions in the database. In addition, a significant positive correlation between average test time and the number of database questions was found. To minimize this effect, the number of questions should be increased for certain topics. The participants were very satisfied with the course and software support. They rated the whole course as ‘good’ and the ItkA software as slightly, but significantly, better. In summary, ItkA contributes to the improvement of Household Technology courses. Furthermore, the whole course organization was highly consistent with the needs of the students. It is, therefore, recommended that ItkA is implemented in future courses in Household Technology as well as in other courses.     

Exploring common correlates of business undergraduate satisfaction with their degree program versus expected employment

Using a complete data sample of 467 graduating business seniors, the authors successfully created a new three-item measure of student degree program satisfaction (bachelor of business administration [BBA] satisfaction). Significant positive correlates for BBA satisfaction included academic attendance motivation, advising ease and quality, course work challenge, professional development engagement, and two types of grading assessment learning perceptions (exam based and individual creative). Two types of expected employment by graduation were measured, having (a) a full-time job and (b) a full-time job consistent with major. The number of internships a student completed was a significant positive correlate for BBA satisfaction and both types of expected employment.