Assessing the impact of a retailer's relationship efforts on consumers’ attitudes and behavior

This study focuses at the impact of different relationship efforts made by a retailer (direct mail, preferential treatment, and tangible rewards) on key relationship marketing outcomes (trust, relationship commitment, and behavioral loyalty). A cross-sectional study in a retail clothing setting was conducted based on two consumer samples drawn from Belgium and the Netherlands. SEM results indicate that retailers undertaking relationship efforts to loyal consumers can positively affect these consumers’ attitudes and behavior. Consequently, managers and employees of retail companies need to be trained, motivated, and rewarded for making relationship efforts to regular customers.     

Expatriates as influencers in global work arrangements: Their impact on foreign-subsidiary employees’ ESOP participation

Employee stock-ownership plans (ESOPs) offered by multinational enterprises (MNEs) present an attractive investment for employees. Puzzlingly, participation rates are often low, raising the question what drives ESOP participation on a global scale. Grounded in the knowledge-based view of expatriate research, we build on the notion of expatriates as implicit knowledge transferors within MNEs. We hypothesize a positive effect of expatriate ESOP participation on subsidiary-employee ESOP participation, which is even higher when a subsidiary-employee’s distance toward the program and the firm is greater. Empirical results confirm our hypotheses suggesting that expatriates can be a mechanism to bridge the distance within MNEs.     

The interactive effect of time and host country location on Chinese MNCs’ performance: An empirical investigation

We explore the performance implications of location choices Chinese multinational corporations (MNCs) make. Drawing on internalization and organizational learning theories, we find that developing country MNCs entering other developing countries experience a positive effect on their performance in the immediate term that, however, erodes over time because of the decay in their initial internalized advantages. Conversely, MNCs entering developed countries experience a negative effect on their immediate-term performance but a boost in performance over time because of the gradual realization of learning benefits. Our analyses of internationalization and performance of 207 Chinese-listed MNCs between 1992 and 2005 corroborate our key predictions.     

Interpersonal relations in China: Expatriates’ perspective on the development and use of guanxi

The literature on social networks identifies relationship building through guanxi as an effective way for Western organizations to reduce their liability of foreignness in China. Even though it is individuals rather than organizations who build these relationships, the focus in previous literature has been on organizational outcomes, and only a handful of studies have attempted to explain how expatriates perceive guanxi relations are built and maintained. To help address this issue, we conducted in-depth, semi-structured interviews with 36 Western expatriates working in China. Our findings suggest that guanxi is perceived to be an informal process that is used to build trust between individuals, which in turn can reduce the uncertainty around contract enforcement in China. We also find that the process for building guanxi between parties is initiated by the individual whose organization has less market power. Finally, the findings suggest that firms should be cautious if they elect to use agents as intermediaries to help connect to, and build relations with buyers and sellers.     

From ‘free’ to fee: Acceptability of airline ancillary fees and the effects on customer behavior

Businesses in various consumer service industries have begun to unbundle their service offerings by introducing numerous fees for products and services that were previously provided as “free.” Anecdotal evidence in the media indicates that these fees cause widespread public displeasure, frustration, and outrage. This paper develops a framework of fee acceptability, negative emotions, and dysfunctional customer behavior, which is tested using data from the airline industry. Findings identify the strongest effects on betrayal in the case of baggage fees, followed by charges for comfort. Also, betrayal has a direct effect on complaining, whereas anger mediates the relationship between betrayal and negative word of mouth.     

The country-of-origin lie: impact of foreign branding on customers’ willingness to buy and willingness to pay when the product’s actual origin is disclosed

If you think about the last television commercial for an Italian pasta brand you have seen, are you sure it is really Italian? In many cases, especially in the food sector, neither the company nor the product originate from the advertised country, meaning that the company is pursuing a foreign branding strategy and is trying to benefit from positive stereotypes customers have about the specific foreign country. By collecting both quantitative and qualitative data through a point-of-sale intercept survey, this article assesses the impact of alleged origins on customers’ willingness to buy (WTB) and willingness to pay (WTP) if the actual origin is disclosed. The sample consisted of 200 German customers who were asked to answer questions related to one of two hedonic products they had just bought. It is empirically shown that foreign branding has a positive impact on the brand’s performance. However, as soon as customers find out that they were misled with regard to the origin of the product, both their WTB and their WTP decrease. This study contributes to the knowledge on the role of products’ origins on customers’ WTB and WTP. In contrast to the vast majority of the studies in this field, the communicated origin of the product is based on a foreign branding strategy and not on the product’s actual origin. Consequently, it was possible to manipulate within-subject variables by disclosing the actual origin of the product. The results of our study suggest that foreign branding may be a successful strategy for companies to increase their customers’ WTB and WTP. At the same time, our results raise concerns about the suitability of foreign branding as a long-term marketing strategy, unless a company can successfully maintain its foreign image. Future research opportunities include the choice of consumers with a different cultural background, of other hedonic products or of utilitarian products.     

Assurance of learning: The impact of business core course reviews on students’ scores on the comprehensive business exam for both internal and external comparative purposes

This study is the first to explore how business core course review sessions impact standardized test results. A statistically significant improvement in students’ overall scores of 16.5% was identified when core course reviews were conducted between Comprehensive Business Exam pre- and posttest dates. As a result, institutional results moved from slightly above average to the upper 15th percentile among institutions employing this exam. Additionally, scores for the economics, finance, management, and marketing core-course subject matter areas significantly improved. A review did not significantly improve scores in the accounting concept area. Implications for assurance of learning analysis are presented.     

From restricted to complex exchange and beyond: social marketing’s change agenda

ABSTRACT

The forward thinking body of social marketing knowledge, rooted in commercial marketing tools, suffers from two potentially interlinked crisis of identity. First, there is the question of behavioural change to address difficult social problems. This embraces the development of co-ordinated multi-domain approaches for large scale social transformation. Second, there is the concept of exchange, the defining characteristic of social marketing yet problematic and the least researched of its benchmark criteria. Recognising the centrality of exchange, we address the broadening social marketing discourse, suggesting a focus beyond restricted to complex exchanges. This paper presents the insights from the application of Interactive Management, a system-based methodology, embracing a systemic change and a complex exchange agenda. Our case study finds the contexts for restricted and complex exchanges through barriers as well as structural and influence maps. Understanding complex exchanges closes the gap between the theoretical and practical debates surrounding contemporary social marketing and the role and function of exchange theory.     

Direct and indirect effects on households’ intentions to replace the old car

With the purpose of testing the hypothesis that households’ intentions to replace their old car have a direct negative relationship to its perceived quality (‘current level’) and a direct positive relationship to their aspirations for a new car (‘aspiration level’), a rotating panel of car owners were interviewed every fourth month during 2 years. In this data set the hypothesis received support. In addition the results showed that the age of the car, the total number of miles driven, and the number of anticipated repairs affected the current level, whereas marital status, the number of children, consumer confidence, and environmental concern affected the aspiration level.     

The relationship between CIO’s presence in the top management team and IT’s contribution to corporate innovation: An empirical study

This study investigates the impact of CIO’s presence in an organization’s top management team (TMT) on the contribution of information technology (IT) to corporate innovation. A new theoretical model is proposed based on the literature review. Through a survey of 120 CIOs of Chinese companies, we examine a series of hypotheses developed based on this model. Our findings reveal significant influences of CIO’s presence in the TMT on IT’s contribution to corporate innovations. The findings also suggest that such impacts are mediated by TMT’s IT knowledge. Furthermore, we find the significant moderating role of TMT’s risk appetite, i.e., when the executives are more willing to take risks, the relationship between CIO’s participation in TMT and the importance of IT to innovation is more significant. Theoretical contributions and practical implications of these findings are also discussed.     

From the ‘Hindu rate of growth’ to ‘unstoppable India’: has the services sector played a role?

India shifted from an import substitution growth strategy (ISS) to an export-led-growth strategy (ELGS) in July 1991. Consequently, liberalisation was promulgated not only in the industrial sector but in the services sector too in the post-1991 period. ‘services-led-growth strategy’ – a concomitant of ELGS – has led to an improvement in the revealed comparative advantage in the export of commercial services during the period 1990–2005. Furthermore, the openness of services and foreign direct investment in services have emerged as important determinants of gross domestic product growth during the period 1995–2005. The author therefore argues that if ISS led to the ‘Hindu rate of growth’ in the first three decades of planning, it is the services-led growth which has made ‘India unstoppable’ on the economic front.     

Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations

We seek to explore whether customers’ levels of service recovery expectations differ across customers who, prior to the service failure, publicly complimented the firm on social media and customers who, in advance of the service failure, privately complimented the firm on social media. We explore these differences in terms of satisfaction with the service provider and willingness to go back to the service provider. We conduct an experiment to test the research hypotheses. Our study results show that customers who complimented the service provider publicly (relative to privately) on social media in advance of a service failure require a higher level of service recovery to be satisfied with the service provider and go back to the service provider. Further, these effects are partly moderated by customer loyalty and social media usage intensity.     

Deans’ Forum on the Globalization of Business Education and Development: Reflections and Directions for the Future

In this special issue of the Journal of Teaching in International Business, a number of deans reflect on the growth and development in global business education and development. The objective of the special issue is to provide insight into where the field originated and where it needs to move to continue advancement. Seven articles, written by current and former business school deans and their colleagues, are presented from a strategic perspective that cover the curricular, research, and business community outreach issues as they relate to international business academic and professional development programs. Through the presentation and discussion of these related issues, a dialogue will be started to set the agenda for continued advancement and sustainability of international business education across the globe.     

Strategy shift: Integrating strategy and the firm’s capability to innovate

Innovation is a key source of organizational growth and profitability. Many organizations at the front end of innovation struggle to engender an innovation approach that is effective and lasting. This article presents a framework that defines the interdependency of innovation and strategy, and then outlines the role of top management to continuously renew the positioning of the firm. Based on a synthesis of prior research—including the Dynamic Capabilities View, Innovation Orientation, and Disruptive Innovation Theory—and our own experience working with organizations, we present an operational strategy shift framework, which allows practitioners to increase, refine, and transform their firm’s capability to innovate (CTI) toward achieving their strategic objectives. This framework provides guidance that leaders can use to integrate innovation into their strategic process.     

Exemptions to the Children’s Sleepwear Flammability Standards: A Description of Policy Considerations and an Evaluation of the Effects on Burn Injuries to Children

In 1996, the U.S. Consumer Product Safety Commission (CPSC) amended the children’s sleepwear flammability standards to exempt sleepwear sized for infants aged 9 months or younger and tight-fitting sleepwear for older children. These amendments were adopted after CPSC concluded that they would provide consumers a wider selection of children’s sleepwear without diminishing the protection provided by the standards. They were also issued in response to an apparent preference for untreated cotton garments by many parents and difficulties in enforcing the pre-amendment standards. Nevertheless, the amendments were controversial. Some interested parties opposed them because they believed the exemptions would substantially reduce the level of safety for children. The amendments were also subjected to congressional scrutiny; in 1999, after they had gone into effect, Congress required that the Commission consider revoking them. To address these concerns, in cooperation with the American Burn Association and Shriners Hospitals for Children, the CPSC initiated a national study of child clothing-related burn injuries treated in burn center hospitals. From 2003 through 2005, the CPSC collected information on 475 such injuries. This study evaluates the burn center data to help determine the safety effects of the amendments to the sleepwear standards. The results provide no evidence of increased risk of burn injury associated with the exemptions from the sleepwear standards.

Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms

Research offers some indication that the online customers' shopping experience (OCSE) can be a strong predictor of online impulsive buying behavior, but there is not much empirical support available to form a holistic understanding; whether, and indeed how, the effects of the OCSE on online impulsive buying behavior are affected by customers' attitudinal loyalty and self-control are not well understood areas of research. In this study, we examine how functional and psychological dimensions of the OCSE influence online impulsive buying within e-commerce platforms. We will investigate customers' attitudinal loyalty as a mediator between the OCSE and online impulsive buying behavior, and the customers' self-control as a moderator between customers' attitudinal loyalty and online impulsive buying. To analyze these relationships we will conduct an online survey (n = 1489) with customers of two leading Chinese e-commerce platforms: Jindong and Taobao. The findings from structural equation modeling indicate a positive relationship between the tested dimensions of the OCSE and customers' online impulsive buying. We also find a mediating role of customers' attitudinal loyalty and negative moderation of customers’ self-control. Theoretically, the findings contribute to the literature regarding online impulsive buying and the online customer experience. For managers, the findings stress the importance of ethical management with regard to the online shopping experiences.     

Entrepreneurship and dynamic capabilities: how firm age and size affect the ‘capability enhancement–SME performance’ relationship

The entrepreneurship and dynamic capabilities literature adds to our understanding of how strategic change can drive firm performance. We draw on a recent survey of US SMEs to determine whether entrepreneurial ventures have dynamic capabilities, and, if so, whether differences in the characteristics of those ventures lead to differences in how dynamic capabilities benefit firm performance. We find that most entrepreneurial ventures report having such capabilities and that their differences in age and size lead to differences in how dynamic capabilities affect firm performance. We consider how these results redefine the overlap of the dynamic capabilities view literature with the entrepreneurship literature, because the redeployment of resources to create and adapt to opportunities that defines what are dynamic capabilities lies at the core of what is entrepreneurial activity.     

Exploring Individual Factors Affecting Business Students’ Willingness to Study Abroad: A Case Study From the Caribbean

Despite a low rate of student participation in study abroad programs in the Caribbean, there is insufficient research about the individual factors that help determine business students’ willingness to study or to participate in internship programs abroad. This study aims to explore business students’ attitudes toward study abroad. The positive perceptions of students toward study or internship abroad raises questions about individual factors for business students’ outflow to study or participate in an internship abroad. This study also explores business students’ preferences for short- and long-term international study or internship abroad, as well as certification programs in international business. Moreover, it provides some insight into the segments of business students that are more likely to support these programs.     

‘We’ are more likely to endorse than ‘I’: the effects of self-construal and brand symbolism on consumers’ online brand endorsements

Recent research increasingly highlights that consumers engage in online brand endorsements (e.g. Facebook likes) to signal their identity, but has failed to explain why different consumers use this type of signaling to differing degrees. This paper addresses this gap by looking at a culturally constructed individual difference variable, namely self-construal. Self-construal, which can be independent or interdependent, refers to the extent that people define themselves in terms of the relations they have with others. In four studies, this research shows that consumers’ self-construal is related to their intention to endorse brands online. In particular, high levels of interdependent self-construal positively affect consumers’ intention to endorse brands online (Studies 1A & 1B). This effect is mediated by an increased perception of brands’ symbolic value (Study 2). Moreover, this positivity bias toward symbolic brand cues is conditional upon consumers’ brand attitude (Study 3). These findings demonstrate that consumers’ identity plays a central role in their brand perception and brand-related social media use.     

The impact of individualism on buyer–supplier relationship norms,trust and market performance: An analysis of data from Brazil and the U.S.A.

This study focuses on the impact of the cultural dimension of individualism, face-to-face communication and the effect of relational norms such as supplier involvement and trust on the market performance of buyer firms. We use the culture literature and social exchange theory to test hypotheses using a sample of Brazilian and US manufacturing firms. The data were analyzed using variance-based structural equation modeling, employing nonlinear partial least squares regression. Our findings indicate that individualism is negatively related to the involvement of suppliers in the production process but is not associated with trust in suppliers. In addition face-to-face communication seems to have a positive effect on supplier involvement and trust.