Close to the customer: But is it really a relationship?

Everyone is developing relationships. Customers are being invited to have relationships with telephone companies, banks, auto dealers, airlines, and other suppliers of products and services. Relationship marketing is being touted as an effective strategy to guide companies into the next millennium. Recently there has been widespread reference to relationship marketing in the popular literature, and the concept has been embraced by many companies and organizations. There is little consensus, however, on what the concept means and even less consistency in how it is practised. What is relationship marketing? Practising marketers and articles in the trade press use the term in one way, while authors in academic journals seem often to be referring to something quite different. This paper reviews how the concept has been viewed by marketing authors and draws from social psychology to shed light on the characteristics of relationships. Some insights are drawn from a preliminary analysis of the results of focus group interviews that suggest how consumers describe their relationships with businesses.     

When do MNCs fail to learn from prior failure experience?

Do multinational corporations (MNCs) learn from their prior failures in international joint ventures (IJVs)? When does decision makers’ cognitive inability hinder MNCs from learning through their prior failure experiences? In the context of IJV survival in subsequent IJV entries, this study compares predictions made from two distinct theoretical perspectives, both of which belong to the behavioural school in strategy literature. According to the performance feedback perspective, MNCs may effectively learn from their prior failure experiences gained in familiar decision‐making contexts. On the other hand, according to the cognitive bias perspective, MNCs may not be able to effectively learn from their prior failure experiences if they inaccurately interpret the causes of their prior failures. The results provide partial support for the notion that MNC decision makers may not be able to effectively learn from their prior failures because of their cognitive biases. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

The candidate experience: Is it damaging your employer brand?

The importance of the candidate experience has only recently gained attention as the war for talent ensues. Despite its importance, there is a paucity of research examining the exchange relationship between the job candidate and the organization during the recruitment process. This article presents a model—illustrating the connections and exchanges made among an organization, the job candidate, and the organization’s recruitment process—that forms the candidate experience and, in turn, affects the employer’s brand either positively or negatively. Based on this framework, guidelines are presented to assist organizations in ensuring a positive candidate experience that will result in the strengthening of the employer brand and improving recruitment and business outcomes. Some of these business outcomes include strengthening relationships with customers and investors, referring friends to the company, and participating in future searches conducted by the organization.     

Is rudeness really that common? An exploratory study of incivility at work

Currently, most studies of incivility involve surveys and controlled laboratory experiments that focus on examining the associations between incivility and other variables. This method of investigation is important, but insufficient for developing a comprehensive understanding of such a complex and multifaceted construct. The present study explores employees’ perceptions of rude workplace behavior from the perspective of real employees in managerial roles. It investigates the extent to which incivility is a prevalent issue faced by employees at work, examines the perceived impact of incivility on relational and productivity-related outcomes, and, finally, considers the potential differences between face-to-face rudeness and electronic rudeness. A qualitative interview approach is used to explore and analyze employees’ perceptions and investigate what employees think, feel, and say about their experiences with incivility at work.     

Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter?

Service Business - This paper argues that international sport organizations may be able to use value congruity in order to assess the effect of their current corporate social responsibility...     

The Level of Compliance with the International Code of Marketing of Breast-Milk Substitutes: Does it Matter to Stock Markets?

The present paper explores, theoretically, and empirically, whether compliance with the International Code of marketing of breast-milk substitutes impacts on financial performance measured by stock markets. The empirical analysis, which considers a 20-year period, shows that stock markets are indifferent to the level of compliance by manufacturers with the International Code. Two important issues emerge from this result. Based on our finding that financial performance as measured by stock markets cannot explain the level of compliance, the first issue refers to what alternative types of mechanisms drive manufacturers who comply the least with voluntary codes such as the International Code. Conversely, from our finding that stock markets do not reward the most compliant, the second issue raised is an inherent weakness of stock markets to fully incorporate social and environmental values.     

Heritage site management: from dark tourism to transformative service experience?

This paper investigates the managerial perspectives of dark heritage sites and considers how visitors can benefit from and ideally be transformed by the overall experience. Initially the paper provides a review of dark tourism literature and considers the relevance of the servicescape concept for this context. An in-depth case-based method was used to investigate site managers’ perspectives and key issues related to visitor's experience and engagement. Heritage sites no longer want to be seen as dark places and are striving to become sites of sensitive heritage where the focus is on visitor and social engagement. The contribution of this study to services theory is in its illumination of the integrative role of socially symbolic dimensions for heritage sites. The role of the servicescape is central to the co-creation of individual, personal socially symbolic experiences and to the longer-term societal mission of social change and global citizenships.     

How to reduce inflation: an independent central bank or a currency board? The experience of the Baltic countries

Countries in transition often face high levels of inflation. This paper discusses two ways to reduce inflation: the creation of an independent central bank; and the introduction of a currency board. It is shown that both options have advantages and disadvantages. This framework is used for a normative analysis of the policy choices of the Baltic states. It is argued that, while Estonia's currency board based on the D-mark is very much in line with the criteria for an optimal monetary regime, Lithuania's initial choice of a US dollar-based currency board is not. The peg to the SDR — which very much looks like a currency board — as (eventually) adopted by Latvia is an intermediate case. Some policy recommendations and the problem of exit strategies towards the Euro zone are discussed.     

Making Drones to Kill Civilians: Is it Ethical?

A drone industry has emerged in the US, initially funded almost exclusively for military applications. There are now also other uses both governmental and commercial (in the US and abroad). Many military drones are still being made, however, especially for surveillance and targeted killings. Regarding the latter, this essay calls into question their legality and morality. It recognizes that the issues are complex and controversial, but less so as to the killing of non-combatant civilians. The government using drones for targeted killings maintains secrecy and appeals to non-traditional justifications. Most scholars who assess these killer drone practices support citizen immunity, either by favoring a modified just war theory that prioritizes civilians’ right to life or by challenging official deviations from applicable laws. They accordingly declare such killing immoral if not a war crime. The manufacturers of these killer drones are not themselves the killers, but they are abetters, i.e., sine qua non facilitators. So, I argue that any company concerned about its corporate social responsibility should cease manufacturing them.     

Using customer motivations to reduce peak demand: does it work?

This study considers whether consumers' motives to avoid waiting can be used to benefit both themselves and the services they attend. Specifically, two related aspects are explored: informing customers about alternative service delivery options that will allow them to avoid physically standing in line, and telling them at which times and days the service is usually busier (hoping they will avoid the more congested periods). The main issue is whether customers will alter their behaviour to avoid waiting –even in the absence of other incentives. Examples from four attempts to modify customer behaviour at two bank branches are analysed. Some of these attempts were quite successful in accomplishing their intended purpose and others were not. Results suggest that peak demand can be reduced and overall demand can be levelled using customer motivations, although the effectiveness of implementation depends on a number of factors. These factors include, among others, the type of clientele and the flexibility of the capacity.     

Is it up to the industrialised countries to finance the developing countries’ deficits?

Over the past decade the non-oil developing countries’ external debt has shown a more than threefold increase, a trend that may be expected to continue in the foreseeable future. In response to the recipient countries’ changing needs, private lending, their principal source of credit, will have to take different forms involving the creation of new multilateral facilities designed to place a bigger pool of long-term funds at the developing countries’ disposal.     

Understanding International Volunteering: Who Is Most Likely to Participate?

International volunteers are playing an increasingly important role in meeting diverse challenges and improving lives of many across the world, and more opportunities for international volunteering are available across the nonprofit, government, and corporate sectors than ever. Nevertheless, little is known about international volunteering and the individuals who participate in this activity. This study examines the utility of the existing volunteering literature by testing how the traditional determinants of volunteering predict participation in international volunteering. The findings show that individuals who have attained post-secondary education, are from a high-income household, or are self-employed are most likely to volunteer internationally. The results also indicate that some of the known predictors of volunteering, such as age, race and gender, do not satisfactorily explain participation in international volunteering. This study concludes by providing suggestions for recruitment strategies, calling for further research on international volunteering.     

Clean labeling: Is it about the presence of benefits or the absence of detriments? Consumer response to personal care claims

The personal care industry is gradually shifting its promises toward health and environment-based messages, promoting either the addition of beneficial ingredients or processes or the removal of potentially deleterious additives or procedures. However, prior research has failed to encapsulate and organize the plethora of claims and to link consumer concerns, knowledge, and the influence of prosocial norms to attitude and purchase intention. This study examines the impact of absence- and presence-framed claims referring either to health or environmental friendliness on attitude and behavioral intention toward personal care products. It also explores differences in consumer profiles (concerning health, the environment, appearance, peer pressure, or disparate levels of front-of-package literacy). Using a framework based on Ajzen (1985) theory of planned behavior enriched with variables such as personal altruistic and egoistic concerns, claim credibility, and attitude, this study shows the superiority of absence-versus presence-framed claims for health and environment-based messages. Both claims pertaining to the environment and to health generate a positive attitude and are powerful in further converting it into buying intention.     

Ambush marketing: Is confusion to blame for the flickering of the flame?

Previous studies about the use of ambush marketing during major global sports events like the Olympics concentrated on the battle between ambush marketers versus official sponsors, and their success or failure to create a high level of recall or recognition. Almost no attention has been paid to the role event organizers are playing in this battle. This article presents the view that the Olympic event organizers are partially to blame for the growing use of ambush marketing, and the indifference that consumers exhibit to the use of ambush marketing. Data collected from a random sample of 1,500 consumers following the conclusion of the 1996 Atlanta Olympic Games reveal that consumers exhibit a lack of knowledge and confusion about the rights of official sponsors, the different levels of sponsorship, and the commitment to the event that is associated with each sponsorship level. Furthermore, the results demonstrate consumers' apathy to the use of ambush marketing. Some implications and actions that event organizers should take to improve consumer knowledge about the role of sponsors and to increase consumer public opinion against ambushers are suggested. © 1998 John Wiley & Sons, Inc.     

Is it better to give than to receive? Exploring gender differences in the meaning of memorable gifts

Research on gift-exchange behavior has generally found that women are more concerned and involved with giving gifts than are men. Moreover, the consumer behavior literature has focused almost exclusively on gift-giving behavior, offering few insights regarding gift-receiving roles. As an initial step toward understanding gift receiving, 89 men and 85 women from the United States (n = 124) and Europe n = 50) completed written narratives regarding their most memorable gift experiences. An interpretive analysis of the texts uncovered several themes associated with giving and/or receiving gifts, and correspondence analyses generated distinct gift-receiving and gift-giving profiles for men and women. Surprisingly, given the more prominent role of women in gift giving, four of the five female profiles involved memories of receiving rather than giving gifts. It was the men that tended to report gift-giving experiences; two of the three male profiles that emerged involved giving gifts. The texts then were reexamined and further interpreted to acquire a deeper understanding of each profile and how giving and receiving profiles of both men and women might be related to one another. © 1998 John Wiley & Sons, Inc.     

Umpire and batsman: Is it cricket to be both?

The paper is a response to Richard De George's essay, Theological Ethics and Business Ethics. It defends the possibility of theologically oriented approaches to business ethics by pointing out certain deficiencies in business ethics narrowly based on the premisses of analytic moral philosophy. In particular it argues, in a manner consistent with Alasdair MacIntyre's After Virtue (1981), that such a program of business ethics is insufficiently critical of its own roots in the social fiction of bureaucratic rationality. After showing how this ideology governs De George's negative judgments on theological approaches to business ethics, the author outlines a program of critical reflection that would draw from the intellectual traditions of both theology and philosophy in order to facilitate a dialogue in business ethics that no longer is captive in the Iron Cage of bureaucratic rationality. Dennis P. McCann is an Associate Professor of Religious Studies at De Paul University. He has served on the faculties of Reed College and Lewis and Clark College. He is the author of Christian Realism and Liberation Theology (1981) and a co-author of Polity and Praxis: A Program for American Practical Theology (1985).     

International Capital Is Flowing out of China?

I Unstable situation brings concerns about international capital flows in China. International capital flows refers to the country-to-country or region-to-region movement of capital.It consists of the inflow and outflow of capital in the form of FDI,FPI,international borrowing and