The role of channel quality in customer equity management

Maximization of customer equity is a core objective of customer–company relationship management. We present an extended model of customer equity for determining the optimal allocation of marketing resources across acquisition and retention activities. Focusing on the negative relationship between acquisition and retention, we motivate channel quality as a relevant decision variable, explicate its role in the model, and demonstrate the existence of an optimal value. In addition, rather than making concavity assumptions about acquisition and retention rate response curves, we use the flexible ADBUDG model (Little, JDC, Models and Managers: the Concept of a Decision Calculus. Manag Sci 1970; 16(8): 466–484.), which allows for both S-shaped and strictly-concave relationships, and parameterize it using decision calculus. We show how to estimate and apply the model and then provide sensitivity analyses with respect to changes in the true values of model parameters as well as inaccuracy in managerial inputs. We conclude by comparing our model with extant models and discussing the implications of our research.     

Shopping Style Segmentation of Consumers

The World Wide Web has rapidly become an alternative means to reach customers and has attracted the attention of many businesses. Unfortunately, however, despite its growth, there is little knowledge of which consumers would be willing to switch to the new format and to what extent. Our paper is aimed at providing some insights into these questions. Specifically, we propose a model to identify segments that differ in their shopping style, i.e., in their preference for which format, or bundle of formats, they like to shop in.Our research question, and model, is similar in spirit to prior research in marketing on how consumers choose assortments. Despite this similarity, our research makes some substantive and methodological contributions to the literature. Substantively, we examine the issue of the choice of channel assortments by consumers across a variety of product categories. We believe this is an important question and one that has not been examined earlier. From a methodological point of view, our model adds to earlier work by specifying the utility of an assortment as a sum of the deterministic and stochastic components of the utilities of its members. This contrasts with previous research where only the deterministic components of the utilities of the component brands of an assortment are added and the relationships between their random components are not accounted for.We calibrate the model on data regarding the format choices of households. In order to control for potentially similar format preferences across purchases of different categories we specify the model to allow for correlation between format preferences over the choice history of each household. Our results suggest that there are four segments of consumers that differ in their preference for different types of formats.     

Toward the development of hedonic-utilitarian measures of retail service

There has been considerable research in the area of hedonic and utilitarian values derived from the shopping experience, but a paucity of research focused specifically on values related to the service expected and delivered in this context. The purpose of this exploratory research was to develop an initial factor structure related to hedonic and utilitarian service dimensions as a first step in a scale development process. Factor structure was analyzed across four different product categories and two shopping dimensions. The results reveal that hedonic and utilitarian value exists for the overall retail service experience, for retail service across different types of product/category choices and also for shoppers on each end of the more holistic hedonic-utilitarian value continuum for the activity of shopping.     

Export Market Development: Planning and Relationship Processes of Entrepreneurs in Different Countries

This article makes an initial exploration of whether and to what extent different national values may affect the development of export markets through business to business relationships between entrepreneurs in different countries. It does this by specifically examining the trust between people and the nature and role of business planning in the export market development process. To do this, different modes of both planning and relationship development are first distinguished, based on two separate research traditions. Notions of national values developed in previous research are outlined and used to develop formal tabulated propositions regarding how national values might influence business planning and trust formation. The relevance and applicability in understanding different approaches to business development in different countries is then explored. The discussions of three matched case entrepreneurs from different countries are examined in terms of the propositions detailed by means of verbal protocol analysis. This exploratory study helps concrete propositions to be suggested why and how national values influence export market development processes through the development of theoretical typologies. Planning and relationship processes were both important but the relationships came first, in all three entrepreneurs. Different types of trusting relationships were sought and required by the individuals examined, however, that largely concurred with national values stereotypes. These, in turn, led to different approaches to the timing, role, and nature of export planning. It is hoped that the article contributes an understanding of how different national values might lead to different roles for planning and relationships in export market development.     

How Can We Better Understand Current and Future Workforce Values in the Global Business Environment?

Our study tested the predictive power of socioeconomic development theory and age differences theory to explain work values across cultures and across age groups. We compared the values orientations of future managers, business students under the age of 25, with those of current managers and professionals, who we split into three decade groups (30 to 39, 40 to 49, and 50 to 59). Our respondents (n = 1,518) come from six diverse societies: Brazil, Germany, Indonesia, Russia, the United States, and Vietnam. Our findings indicate that both theories contribute to our understanding of work values and behaviors. One implication is that while socioeconomic development theory makes an important contribution, it is clearly not sufficient by itself to explain work values/behavior differences in the global context. The study findings and the discussion of them will hopefully provide multinational managers with a clearer assessment of current and future workforce values/behavior. © 2012 Wiley Periodicals, Inc.     

Does context matter for sustainability disclosure? Institutional factors in Southeast Asia

Corporate sustainability is a dynamic, socially constructed concept. Relatedly, to understand the variations in the disclosure of corporate sustainability activities across countries, we need to inherently explore their underlying sociopolitical contexts. At present our understanding in this regard, is deficient. We respond to this extant research gap by adopting a multi‐country approach to investigate the relationship between countries' institutional environments and firms' sustainability disclosure (SD) practices, across six countries in the Southeast Asian region. Our findings reflect a common focus of Southeast Asian firms on community and human resources (HRs) related disclosures. Nevertheless, nuanced differences in their overall SD levels confirm the influence of differing legal, normative, and sociocultural systems in engendering greater disclosure and transparency at a national level. By quantifying the institutional environment and identifying external influencing factors, our study provides a useful framework grounded in neo‐institutional theory to widen the existing understanding of how institutional pressures can be measured and compared across different contexts.     

Corporate Social Strategy in Multinational Enterprises: Antecedents and Value Creation

In this article, we examine the relationship of the multinational firm’s market environment, stakeholders, resources, and values to the development of strategic social planning and strategic social positioning. Using a sample of multinational enterprises in Mexico, we examine the relationship of these different ways of conducting social strategy to the creation of value by the firm. The market conditions of munificence and dynamism, and the resource for continuous innovation are found to be related to strategic social positioning. The social responsibility orientation of the firm is related to strategic social planning. Positioning is related to value creation for the multinational firm, but planning is not. We discuss the implications of these findings for research and practice. Bryan W. Husted is a professor of management at the Instituto Tecnológico y de Estudios Superiores de Monterrey (Mexico) and Alumni Association Chair of Business Ethics at the Instituto de Empresa (Spain). His research focuses on corporate social and environmental management. His work has appeared in such publications as the Journal of Management Studies, Organization Science, and the Journal of Business Ethics. David B. Allen is a professor of strategy at the Instituto de Empresa (Spain). He received an MBA from New York University and his M.F.A. and Ph.D. from the University of Iowa. His research focuses on non-market strategy. His work has appeared in such publications as the Journal of International Business Studies and the Journal of Business Ethics. He has consulted extensively for European and American multinational firms.     

Patterns of Research Productivity in the Business Ethics Literature: Insights from Analyses of Bibliometric Distributions

In any academic discipline, published articles in respective journals represent “production units” of scientific knowledge, and bibliometric distributions reflect the patterns in such outputs across authors or “producers.” Closely following the analysis approach used for similar studies in the economics and finance literature, we present the first study to examine whether there exists an empirical regularity in the bibliometric patterns of research productivity in the business ethics literature. Our results present strong evidence that there indeed exists a distinct empirical regularity. It is the so-called Generalized Lotka’s Law of scientific productivity pattern: the number of authors publishing n papers is about 1/n ^c of those publishing one paper. We discuss the likely processes that underlie the productivity pattern postulated by the Generalized Lotka’s Law. We find that the value of the exponent c is equal to about 2.6 for the comprehensive bibliometric data across the two leading business ethics journals. The observed research productivity pattern in the business ethics area, a relatively young discipline, is interestingly very consistent with those found in much older, related business disciplines like economics, accounting, and finance. We discuss the general implications of our findings.     

Conducting Dyadic Multiple Issue Negotiation Experiments: Methodological Recommendations

We take a critical, yet constructive look at the literature that focuses on multiple issue negotiation experiments. Our purpose is to offer suggestions for improvement when conducting such experiments. We focus on experiments, which are conducted using an externally imposed value point structure for the negotiators across issues together with background context information. Negotiator performance in such experiments is generally poor in the sense that Pareto inferior settlements are typically generated. A possible explanation is that negotiators sometimes follow the externally imposed value points and sometimes their own values pertaining to the context. Hence we conclude that it would be better if multiple issue negotiation experiments would not be based on an apriori given value point structure - unless we have compelling reasons for it - particularly if no agents are used. The common argument against doing this is that we cannot then identify Pareto optimal or Pareto preferred settlements for the subjects. Recent research integrating the fields of Multiple Criteria Decision Making (MCDM) together with negotiation analysis, however, provides a possible solution to this problem. An experiment conducted by the authors is used to illustrate our methodological recommendations.     

Market Orientation and Business Performance in the PRC

Abstract

This study examined the applicability of Narver and Slater's market (1992) orientation model across different economies (planned versus market economy). First, we assessed the scale properties of market orientation from different cities in Mainland China (Hong Kong, Beijing, Shanghai and Guangzhou). Second, we then tested the relationship between market orientation and business performance. Tests for convergent, discriminant and predictive validity across the four Chinese economies with different market environments were supported by our findings. On the other hand, the impact of market orientation on business performance were found to be different across the four cities.     

The desire for unique consumer products: A new individual differences scale

In this article we examine individual differences in the desire for unique consumer products. We identify several of the antecedents and consequences of this variable and argue that a new scale to measure it is needed. Then we report the results of our efforts to develop and validate such a scale. The 8-item scale that emerged from these efforts is shown to be unidimensional, to have a factor structure that generalizes across student and nonstudent samples, and to have acceptable internal and test–retest reliabilities. The scale's validity is attested to by its theoretically intelligible relationships with other personality measures and by its ability to differentiate between the patrons of an artistic theater and a second-run theater. Finally, we discuss the potential uses of the scale in both basic and applied marketing research. © 1997 John Wiley & Sons, Inc.     

Exploring the Dynamics of Business Values: A Self-affirmation Perspective

In this paper our aim is to augment the value-congruency literature by demonstrating the dynamics of business value structures. The relationship between cognitive discomforts and value restructuring is examined by applying self-affirmation theory. Subjects (N = 115) were randomly assigned either to the treatment group (n = 69) or control group (n = 46). Those subjects in the treatment group were tasked with deciding between two different organizational re-structuring options that involved downsizing. The values of job-entitlement, and obligations to the disadvantaged shifted in emphasis in a direction that legitimated and justified the lay-off decision. The value of economic nationalism remained unchanged. Implications for research and practice are discussed.     

Diagnosing the supplementary services model: Empirical validation,advancement and implementation

Abstract

Since the publication of Levitt’s (1980) ‘total product concept’, there has been an increasing recognition that additional supplementary elements, beyond the core product, can have a profound impact on customer value. Lovelock’s (1995) supplementary services model further develops this concept by providing more specific guidelines regarding where to seek value enhancement. However, there is little empirical validation of his theoretical model across the services sector. Our paper addresses this gap in three ways. First, we assess the soundness of Lovelock’s model across different service businesses by adopting a form of interaction research. Second, drawing upon findings from this process, we then develop a revised model of supplementary services. Finally, we propose an implementation framework for our revised model of supplementary services.     

Adolescents' sustainability concerns and reasons for not consuming sustainably

Many consumers report being concerned about sustainability but they do not necessarily consume in a sustainable manner. Understanding why this occurs is vital to encouraging sustainable consumption practices. Understanding the phenomenon in relation to adolescents is particularly important. In addition to being a significant segment of current consumers, adolescents are learning consumption habits and preferences that they will carry into adulthood. This research contributes to the domain by fulfilling two research objectives. The first objective was to develop and use a scale for measuring adolescents' sustainability concerns (ASC). The second objective was to identify and examine adolescents' reasons for not consuming sustainably. The research used a three‐stage multi‐method design that included small group interviews and two online surveys with adolescents aged 12 to 17 years. The ASC scale that we produced identifies 14 key sustainability concerns across the dimensions of environment, well‐being and society. The reasons for not consuming sustainably varied across these dimensions. For example, the most frequently reported reasons in the environmental dimension included cost and convenience whereas peer pressure and hedonic preferences were the dominant reasons for well‐being. More broadly, three groups of reasons for unsustainable consumption emerged. These included (i) limited application of sustainability concerns across consumption; (ii) deviating from concerns due to competing priorities; and (iii) limiting or eliminating personal responsibility. The contributions of this research have theoretical, methodological and practical implications for consumer researchers, social marketers and policy makers.     

Managing Key Account Portfolios across the Process of Relationship Development: A Value Proposition–Desired Value Alignment Perspective

Purpose: While extant key account management (KAM) research provide considerable insight into specific aspects of KAM, no studies have yet offered a process model that concurrently addresses the three important characteristics of KAM (i.e., temporality, dyadic interactions, and account heterogeneity). To fill this void, the present research investigates an industrial seller's KAM practice from the alignment perspective to develop a comprehensive process model that depicts the important underlying characteristics of focal firm–key accounts dyadic relationships.

Methodology: Employing a case study approach, the present study adopts in-depth interviews with eleven informants involved in four dyadic relationships, respectively. Multiple dyads interviews helped us determine whether the emergent themes are resonant across dyads. On the other hand, cross-dyad analysis helped us identify idiosyncratic KAM treatment among heterogeneous key accounts.

Findings: Drawing upon the literature and the field data, this study reveals four different patterns of alignment (i.e., opportunistic alignment, passive alignment, mutualistic alignment, and compensatory alignment) that may be enacted in accordance with the different relationships developed with the individual key accounts. Across the four focal firm–key account dyads, this study further uncovers how various factors (i.e., idiosyncratic investment, power structures, behavioral norms, and commitment) precipitate different alignment patterns and drive alignment transitions over time.

Practical Implications: This article suggests that a focal firm should manage its key accounts by aligning its value proposition with the specific desired value of each individual account and adjust its management approach based on different phases of dyadic relationship development.

Originality Value: This article extends knowledge of KAM by concurrently addressing its dyadic and heterogeneous nature in a process model. The alignment-oriented view of KAM sheds light on the underlying characteristics of focal firm–key accounts relationships and contributes to our understanding of managing key account portfolios throughout the process of relationship development.     

It's not me,it's you: Testing a moderated mediation model of subordinate deviance and abusive supervision through the self‐regulatory perspective

Synthesizing self‐regulatory theories, we provide new insights into the antecedents of abusive supervision. We, from the perspective of supervisor's self‐regulatory resources depletion or impairment, introduce supervisor hindrance stress as an underlying mechanism of the subordinate deviance–abusive supervision relationship: this mediated relationship will be intensified at the level of high subordinate job performance. In addition, we develop a complex contingency model and propose a three‐way interaction (i.e., subordinate deviance, job performance, supervisor outcome dependence) to obtain the complete understanding of the subordinate deviance–abusive supervision relationship facilitated through the supervisors’ hindrance stress. To test our moderated moderated mediation model, we gathered time‐lagged and multisource data from a large food service company located in southern China. We collected data at two different points (i.e., Time 1 and Time 2) from supervisors and their direct reports (N = 298 responses from 68 supervisors and 298 direct reports), and findings provide support for the hypothesized moderated moderated mediation model of our study. We highlight the implications of our study for theory, research, and practice.     

Business Group Affiliation and Corporate Sustainability Strategies of Firms: An Investigation of Firms in India

In spite of an overwhelming importance of business groups (BG) in the economic development of many countries, systematic inquiry on how the BGs and their affiliated firms approach and contribute to shared value creation and sustainable development is rare. In this paper we address this research gap by investigating two related questions—do BG-affiliated firms differ from non-BG firms in their corporate sustainability strategy (CSS) and how does BG affiliation influence the relationship between stock of fungible resources and CSS of firms? Drawing from the BG literature we theorize that BG-affiliated firms tend to adopt of both environmental and social sustainability strategies more than non-BG firms. We also argue that although according to resource-based view, the stock of fungible resources of firms positively influences CSS, BG affiliation negatively moderates the relationship between stock of fungible resources and CSS of firms. Stock of fungible resources matters less for BG-affiliated firms in undertaking CSS as they have access to resources of the BG network. We test our theoretical predictions using a proprietary data set of 163 Indian publicly listed firms, out of which 76 are BG-affiliated firms belonging to 74 BGs. The data for corporate environmental and social sustainability strategies have been obtained by administering a survey instrument among the top level executives of the participating firms. We find support for our theoretical predictions that signify that BGs and their affiliates make important contributions to shared value creation and sustainable development in emerging economies like India.     

Alliance type,alliance experience and alliance management capability in high-technology ventures

We investigate a high-technology venture's alliance management capability. Thus, we develop a model that links differential demands of alliance type and the benefits of alliance experience to an observable outcome from a firm's alliance management capability. We test our model on a sample of 2226 R&D alliances entered into by 325 global biotechnology firms. We find that alliance type and alliance experience moderate the relationship between a high-technology venture's R&D alliances and its new product development. These results provide empirical evidence for the existence of an alliance management capability and its heterogeneous distribution across firms.     

Tracing stakeholder terminology then and now: Convergence and new pathways

Over the past four decades, stakeholder research has united a chorus of voices from different disciplines using different terminology for different audiences all related to a seemingly similar topic: those that affect and are affected by business. By juxtaposing a comprehensive review of the early years of stakeholder research against more recent stakeholder research, we identify areas of common convergence (a focus on relationships and Freeman's definition of a stakeholder) as well as emergent scholarship (mechanisms underlying stakeholder relationships and solutions-oriented impacts). We develop an organizing framework consisting of three stakeholder-related themes: who or what is a stakeholder; mechanisms underlying stakeholder relationships; and outcomes-oriented stakeholder research. Future research opportunities include: simultaneously examining multiple stakeholders at multiple levels; multiplier effects along the value chain and across geographies; and net impacts (examining whether net positive benefits inclusive of negative outcomes exist). We conclude by identifying how stakeholder research can “move the needle” on important business issues such as: income inequality and CEO pay; human rights and building community inclusion; disease alleviation; and food security in firms’ continuous quest to create value.     

Goodwill Capital

The concept of goodwill or brand capital is commonly employed by analysts in business and marketing to measure the asset value of a company name or a brand name, and consequently among accountants and business analysts, but is seldom used by economists. The purpose of this article is to begin to develop the concept of goodwill capital by presenting an analysis of what it is and some estimates of its likely magnitudes. We define goodwill capital, like the capital arising from R&D and advertising, as a form of intangible asset, albeit one which cannot be readily related to past investments in R&D, advertising, and capital equipment. We compute estimates of goodwill capital by deducting measures of these other three forms of capital from a firm's market value. For many companies, goodwill capital turns out to be the largest of its four capital stocks. Roughly half of our estimates of goodwill capital turn out to be negative.