Self-monitoring,norms, and attitudes as influences on consumer complaining

Reactions of consumers to marketplace problems vary widely despite the frequent similarity of sources of dissatisfaction. The results of two studies designed to investigate the determinants of consumer inclinations to complain are presented. Two alternative social-psychological explanations of behavior employing self-monitoring, moral and social norms,and attitudes as predictor variables are examined.     

Creating low consumer product expectations

The introduction of generic grocery products brought warnings from trade observers that retailers might suffer negative consequences from consumer dissatisfaction with these products. This study investigated consumer expectations and the degree of satisfaction provided consumers by one category of generic products. The study also examined some relationships between the creation of these satisfaction levels and appropriate retail strategies.The study consisted of 320 homemakers evaluating the effect on posttrial satisfaction of positive and negative disconfirmation of expectations concerning generic peaches. The findings suggest that positive disconfirmation increased satisfaction ratings, whereas negative disconfirmation decreased satisfaction ratings. The relationship between merchandising techniques utilized on generic products and consumers' formation of expectations as observed in the study indicates that, in terms of creating satisfaction, promotion of generic products with essentially negative cues has been appropriate.     

Demographics in consumer behavior

Four criticisms against using socioeconomic and demographic (SED) factors in consumer behavior are reviewed: dissatisfaction with models of consumption behavior developed by economists and sociologists, obsolescence of SED factors in mass consumption societies, poor predictions produced by SED factors, and a grass-is-greener attitude held by consumer researchers. The insights offered substantially hurt the validity of these criticisms. Strategies for better theory and research in consumer behavior using SED factors are described.     

Comparing two diverse methods for generating perceptual maps: Multidimensional scaling versus the hand-drawn technique

Multidimensional scaling techniques have lately been subjected to criticism because of a supposed lack of reliability and validity. Yet, no alternative cognitive map-producing techniques have been suggested. The present research describes a graphic technique for developing cognitive maps and compares this technique to multidimensional scaling in terms of reliability and validity. The two techniques are also compared in terms of perceived subject difficulty in completing the tasks and the ability of each technique to predict future brand behavior.     

Product familiarity and information processing strategies: An exploratory investigation

A theoretical and empirical examination of the relationship between product class familiarity and usage of information processing strategies is presented. Four major dimensions of information processing strategies are identified and used to conceptualize the linkage between product class familiarity and usage of particular strategies. Research hypotheses are tested in an exploratory study using a laboratory choice situation. Implications of the study with respect to usage of specific strategies and for future research are discussed.     

Speeding solar energy commercialization: A Delphi research of marketplace factors

A two-stage Delphi research study was undertaken to determine and measure the attitudes of the public regarding factors that may either inhibit or stimulate solar energy commercialization today and over the next 10 years. Some factors judged important were product cost, lack of product knowledge, lack of governmental support, and public concern over the energy crisis. The factors were determined by a group of energy conscious respondents who completed the Delphi research. They also indicated the likely and desirable actions to be taken by government and business. These included more funding of research and development, tax incentives, increased public education, and reduced prices. The Delphi research proved to be an effective method for investigating solar energy commercialization, as the attitudes expressed in the second survey converged with those identified during the first stage. Furthermore, governmental and business actions suggested in the study could help to initiate greater solar energy use and developmental efforts.     

Similarities between conflict and cooperation in the marketing channel

This article examines the relationship between two causes of conflict: domain dissensus and perceptual incongruity, and the levels of conflict and cooperation within a marketing channel dyad. Utilizing a national sample of food broker-food wholesaler dyads, four hypotheses were tested—two relating domain dissensus and two relating perceptual incongruity to conflict/cooperation. Results indicated no significant relationship between either perceptual incongruities or domain dissensus and the level of conflict found in the dyad, while a significant negative relationship was found between both perceptual incongruities and domain dissensus and the level of cooperation in the dyad.     

Mapping market mobility: Psychographic profiles and media exposure

Are there households in trading areas that have unique mobility predispositions? Can mobility types be monitored? And does mobility type relate to the life style and consumption patterns of households? This study examines the mobility and life style characteristics of suburbanites in a medium-sized city in an effort to discover the answers to these and other questions.In particular, the article suggests that mobility relates to life style and media usage, which in turn largely determines the quality of consumer demand and the most efficient media to reach such a market. If the composition of mobility types within a shopping area is changing, retailers should monitor these changes so that they can better predict retail demand—both quality and quantity.A self-administered questionnaire was designed to measure (1) the mobility characteristics of consumers—including their local moves, long-distance moves, and their predisposition to move; (2) the life styles and socioeconomic characteristics of consumers; and (3) the median exposures of households. The instrument was administered by personal interviews with 322 suburban housewives within a medium-sized trading area. The usage sample included 304 cases.The data support the hypotheses of the study; mobility types emerged from the analysis and these had distinctive life styles and media habits. Periodic sampling of households is suggested as an approach to monitoring mobility composition within the trading area.     

Accuracy of management and security analysts' forecasts: Additional evidence

This paper provides further support for findings in studies by Basi, Carey, and Twark [2] and Ruland [5] which indicated no statistically significant superiority of management over analysts in forecasting earnings per share. These somewhat surprising findings are seen to flow from several possible sources. Lack of superior management forecasting performance may reflect (1) a considerable sharing of the forecast or forecast-related information by management with analysts, or (2) firm-specific data (to which management is more privy) may be less important in forecasting performance than data on economy-wide movements.     

Corporate governance: Assessing corporate performance by boardroom attributes

The corporate boardroom, once an inner sanctum where the secret ritual of top-level policymaking takes place, is slowly opening its doors and letting in a bit of sunshine. As the investing public begins to peer into the corporate “kiva,” it will want to know more about board structure and performance. In anticipation, this study provides an assessment model to correlate 15 boardroom attributes, or directorate dimensions, with company performance. As a major conclusion, the study finds that as yet there is no substitute for technical experience and internal managerial expertise. Neither is there an optimal formula. No two firms have identical boardroom dimensions. As the newer dimensions begin to make contributions, this diversity will be even greater. This accentuates the need for more precise measurement of board structure and effectiveness.     

Retailing strategy for customer growth and new customer attraction

The image that current and potential customers have of a retail store affects the magnitude of patronage at that store. In attempting to increase store patronage, management of a retail store must look to people who already are customers, as well as to people who are not current customers. The appropriate strategy depends upon the dimensions used by people in their evaluation of the store. The hypothesis is tested that the strategy used for gaining increased patronage from customers may have to differ from that used to gain patronage from noncustomers.Field survey techniques were used to collect data from 225 adult females. Respondents evaluated three large retail department stores, which were believed to have distinct images in the minds of female shoppers, on the basis of a set of 12 semantic scales that represented various store attributes. Each respondent indicated frequency of shopping at each store. The data were analyzed by two different multiple discriminant analyses. For the customer growth strategy, the semantic scale measures were used to develop a discriminant model for each store to determine which attributes would be the best predictors of shopping frequency. The analysis relevant to the strategy of new customer attraction differed. First, shoppers were classified as loyal to one store on the basis of their rates of shopping at each store. Second, the 36 attribute measurements (12 scales for 3 stores) were factor analyzed, and three factors were extracted. Those attributes which loaded highest on each of the factors for each store were used as predictor variables in the discriminant analysis.The results of this study indicate that different marketing strategies may be required for increasing sales to existing customers and attracting new customers. In addition, consumers do not necessarily differentiate similar type retail stores on the same dimension.     

Ownership and control in the modern corporation: Antitrust implications

As Adam Smith, in The Wealth of Nations, noted over 200 years ago, if a firm's manager is not also its owner, there is a possibility that the manager will not act strictly in the interests of the owners. Following the publication of Berle and Means' influential study, considerable professional attention has been directed toward Adam Smith's observation. What consensus has emerged on the so-called separation of ownership and control issue? What are the antitrust consequences of the separation of ownership and control? Answers to these questions are suggested. Finally, the significance of the recent theoretical contributions of Alchian and Demsetz and Fama are reviewed and policy implications are discussed.     

Demographics,job satisfaction,and propensity to leave of industrial salesmen

An extremely important and expensive promotional tool used by industrial marketers is personal selling. One of the major costs of personal selling is the cost associated with sales personnel turnover. Past studies in the sales management area have focused on the effect of organizational and psychological factors on the satisfaction of salespeople and their propensity to leave their organizations. However, no study has examined the interrelationships among salespeople's demographic variables, job satisfaction, and propensity to leave, even though such relationships have been studied for nonselling occupations. An empirical study done to at least partly fill this research void is described. The results provide new insights for researchers and practitioners with an interest in the sales management area.     

Failure of the national flood insurance partnership

For nearly a decade flood insurance was provided by a unique partnership arrangement involving the federal government and the private insurance industry. This study examines (1) the rationale for establishing subsidized flood insurance in the United States, (2) the government-industry partnership formed to provide flood insurance, (3) the reasons why the partnership failed, and (4) the implications of the failure for future joint ventures between government and industry.     

Perceived situational effects on price sensitivity

In this article, the multidimensionality of price as perceived by members of a consumer panel is examined. Respondents are first classified as price-sensitive or non-price-sensitive with respect to a durable and a nondurable product. Several dimensions of price are then described within the framework of brand purchase decision situations, and consumer evaluations of the importance of each situational dimension are measured. Dimensions perceived as important by price-sensitive persons are different from those considered important by non-price-sensitive consumers. Variations exist in the importance of price dimensions based on type of product.