Manufacturer Responsiveness to Consumer Correspondence: An Empirical Investigation of Consumer Perceptions

Although there is general agreement on the importance of the consumer correspondence handling function, specific steps businesses can take to satisfy consumers are relatively unexplored empirically. This study examines 300 consumers’ responses to actual manufacturers' letters addressing complaints and compliments. The discussion focuses on understanding the components of consumer satisfaction to manufacturers'responses and provides suggestions to businesses to increase that satisfaction level.     

Materialism and Consumer Ethics: An Exploratory Study

As the issue of marketing's social responsibility grows in significance, the topic of materialism surfaces. While many marketing efforts encourage materialism, the materialism that is encouraged may have negative societal effects. An understanding of the effects of materialism on individuals, families, society, etc., is important in evaluating whether or not it is socially irresponsible for marketers to encourage materialism. However, the adequate empirical work has not yet been done on the overall effects of materialism. The current paper asks and addresses one important empirical question in this area. Do consumers who are more materialistic have different ethical standards than those who are not? Empirical evidence is presented which would indicate that materialism is negatively correlated with people's higher ethical standards as consumers. The implications for this in understanding social responsibility are discussed.     

Business Ethics in Turkey: An Empirical Investigation with Special Emphasis on Gender

In today's complex business world, the question of business ethics is increasingly gaining importance as managers and employees face numerous ethical dilemmas in their jobs. The ethical climate in the Turkish business environment is also at a critical stage, and the business community as a whole is troubled by ethical problems. This study attempts to determine the effect of individual, managerial and organizational factors on the ethical judgments of Turkish managers, and to evaluate the ethical perceptions of these managers. The findings of this study reveal that the ethics score, the measure of ethical judgment, of Turkish managers differs significantly only with respect to gender and that female managers have higher ethics score than male managers. Other individual, managerial and organizational factors considered in this study do not have any significant effect on the ethical judgments of the managers. A comparative analysis between female and male managers in terms of their ranking of the eleven ethical business scenarios, ranking of the sixteen unethical acts, ranking of the factors influencing managers to engage in unethical practices, and ranking of the various parties to whom a company is socially responsible enables the researchers to enlighten the subject of business ethics in Turkey.     

An Empirical Investigation of the Ethics Position Questionnaire in the People's Republic of China

While many studies have investigated the ethical perceptions, ideologies and value systems of the Chinese, few studies have focused on mainland China, and even fewer have examined regional differences within China. This study examines the factor structure of Forsyth's (1980) Ethics Position Questionnaire in a sample of managers from the PRC. According to Forsyth, individual differences in Relativism and Idealism influence judgements of moral issues (Forsyth, 1980). In a sample of 115 managers, results show that two similar constructs to those described by Forsyth do exist in the Chinese sample. However the precise interpretation of the item groupings through a Chinese perspective, may reveal some discrete areas of difference in the labelling of these constructs. The study also finds that managers in the South of China scored significantly higher in Idealism than managers in the North. Results are presented and implications for future research are discussed.     

An Investigation of Ethics Officer Independence

In this paper, we examine whether ethics officers are able to perform their assigned duties independently of organizational management. Specifically, we investigate whether inherent conflicts of interest with company management potentially hinder the ability of ethics officers to serve as an effective monitor and deterrent of unethical activity throughout the organization. As part of our analysis, we conducted 10 detailed phone interviews with current and retired ethics officers in order to determine whether practicing ethics officers feel the need for additional independence protection from management. We propose that the current system in which ethics officers report to management must be changed in order for ethics officers to effectively perform their jobs. Specifically, we maintain that ethics officers should (1) be hired by, (2) be fired by, and (3) report directly to the corporate board of directors rather than company management. Such a change in the reporting environment would greatly enhance the independence of ethics officers. W. Michael Hoffman, Ph.D., is the founding Executive Director of the Center for Business Ethics at Bentley College. He received his Ph.D. in Philosophy at the University of Massachusetts/Amherst, has authored or edited 16 books, and has published over 70 articles. In addition, Dr. Hoffman was the first Executive Director of the Ethics Officer Association and currently is the advisor to its board of directors. John D. Neill, Ph.D., CPA, is a professor of accounting at Abilene Christian University and has previously published articles in numerous journals including the Journal of Business Ethics, Journal of Accounting Literature, Accounting Horizons, Journal of Applied Business Research, the Financial Analysts Journal, and the Journal of Accounting, Ethics, and Public Policy. O. Scott Stovall, Ph.D., is an assistant professor of accounting at Abilene Christian University and has published articles in the Journal of Business Ethics, Journal of Applied Business Research, Management Accounting Quarterly, and The Journal of Accounting Case Research.     

The Frequency of Consumer Expenditure: An Empirical Analysis

How does the observed pattern of household purchases vary, as we extend or shorten the period of observation? An empirical analysis of data from the U.S. Consumer Expenditure Survey, Interview Survey, from 1987–1989, reveals that there is considerable heterogeneity across disaggregate goods and across households in the frequency of expenditure. Issues of data quality and of the implications of the period of observation for Tobit analysis are also discussed.     

Consumer Ethics Across Cultures

Consumer ethics are an understudied but important counterpart of business ethics. In this study we use qualitative methods and video ethnography to examine consumer beliefs and behaviors in eight countries, including both affluent and poor nations in Europe, North America and Australasia. Using depth interviews and projective methods, informants address three different ethical choices of products involving harm to the environment, poor labor conditions, and counterfeit goods. As the accompanying video reveals, there is a general lack of consumer concern for such issues across cultures. We examine the justifications offered for these views and consider implications for altering consumer behavior.     

Culture and Consumer Ethics

Disparity in consumer ethics reflects cultural variations; these are differences in the collective programming of the mind that distinguishes one culture from another. This study explores the differences in consumer ethics across cultural dimensions using Hofstede??s (in Culture??s consequences: international differences in work-related values, Sage, Beverly Hills, 1980) model (collectivism, masculinity, power distance, and uncertainty avoidance) and Muncy and Vitell (in J Bus Res 24(4):297?C311, 1992) consumer ethics model (i.e., illegal, active, passive, and no harm). This is the first study to empirically explore consumer ethics using these two major constructs. Seven hundred sixty one African American consumers were used to test the four major hypotheses developed in this study. Current research has revealed that there are significant differences in ethics between consumers who score high and consumers who score low on Hofstede??s four cultural dimensions. In general, this research revealed that consumers who score high on collectivism, high on uncertainty avoidance, low on masculinity, and low on power distance scales reject questionable activities more than consumers who score low on collectivism, low on uncertainty avoidance, high on masculinity, and high on power distance. This study should prove valuable to international marketers because the Hofstede cultural model allows managers to identify differences in consumer ethics across different cultures and thus provides a theoretical base for designing effective marketing strategies.     

Religiosity and Consumer Ethics

This article presents the results of an exploratory study that investigated the role that religiosity plays in determining consumer attitudes/beliefs in various situations regarding questionable consumer practices. Two dimensions of religiosity – intrinsic and extrinsic religiousness – were studied. Results indicated that an intrinsic religiousness was a significant determinant of consumer ethical beliefs, but extrinsic religiousness was not related to those beliefs.Scott J. Vitell is Phil B. Hardin Professor of Marketing at the University of Mississippi. He received his Ph.D. in Marketing from Texas Tech University. His recent publications have appeared in the Journal of the Academy of Marketing Science, the Journal of Retailing, the Journal of Business Ethics and the Journal of Consumer Marketing, among others. E-mail: svitell@bus.olemiss.edu Joseph G.P. Paolillo is a Professor of Management in the School of Business at the University of Mississippi. He received his Ph.D. from the University of Oregon, Eugene in Organization and Management. His publications have appeared in the Journal of Management, Journal of Management Studies, Human Relations, Group and Organization Studies, The Accounting Review, Journal of Advertising and Journal of Business Ethics, among several others. E-mail: jpaolillo@bus. olemiss.edu Jatinder J. Singh is a Ph.D. student in marketing at the University of Mississippi. He received his masters from Punjab Technical University, India. He has coauthored a paper published for the American Marketing Associations winter Educators Conference, 2004.     

The Japanese Consumer

Abstract

The authors review the facets of the Japanese consumer.     

消费文化的伦理话语

消费文化的伦理话语是消费社会的生活观念与社会关系在文化审美上的表现。作为消费社会的价值立法文本与阐释系统,其伦理内容主要表现为：文化经验的感觉主义表情;文化审美的享乐主义崇拜;生活实践的功利主义诉求。具体来说,感觉主义表现了消费文化文本的客体伦理构成;享乐主义言说着消费文化的主体伦理反应;功利主义则揭示了消费文化的伦理实体与基本价值范式。     

An Empirical Investigation of the Differential Effects of Personal,Historical, and Non-Nostalgic Advertising on Consumer Responses

Using a theory-driven approach, this study investigates whether and/or to what extent consumers' informationprocessing tendencies and ad-based responses are differentially influenced by the introduction of nostalgic cues (either "personal" or "historical" in nature) embedded in an advertisement. The results support hypothesized expectations that personal nostalgia (a yearning for one's past) generally outperforms both historical and non-nostalgic advertising when measures of self-directed thoughts, positive affect, and attitude toward the ad are considered. However, when cognitive measures (i.e., brand/message-related cognitive responses and message recall) are considered, a personally nostalgic ad is shown to be comparable to a historical nostalgic ad, but inferior to a non-nostalgic ad. Regression results utilizing cognitive response data further indicate that individuals' brand attitudes are differentially influenced by the type of nostalgia evoked. Practical and theoretical implications for the study's findings are discussed, and future research directions are presented.     

An Empirical Investigation of Consumer Concerns About Nutrition,Taste, Price and Chemical Additives During Meat Shopping

Abstract

This study revealed that one third of the consumers considered their meat being free from chemical additives as the most beneficial factor when they shopped for meat, comparing to nutritional value, taste of meat, and price of meat. About 20 percent of the consumers expressed the same concern about nutritional value, taste or price, respectively. Furthermore, consumers' demographic and socioeconomic characteristics influenced their concerns about chemical additives, nutrition, taste and price.     

论墨子的消费伦理思想

作为墨家的代表人物,墨子有其独特而深刻的消费伦理思想,主要体现在"节用"的消费行为规范方面。墨子兼顾功利主义与节俭主义的经济伦理思想,对构建现代市场经济条件下的新型消费伦理,培养节俭之美德,有着重要的借鉴意义。     

消费信贷违约影响因素的实证研究

本文探讨了消费信贷违约的影响因素,包括性别、年龄、受教育程度、年收入和职业类型等借贷人的个人特征对违约率的影响,以及贷款期限、执行利率、贷款金额、贷款种类、还款方式和担保方式等对违约可能性的影响。初步研究发现:质量越高的客户,贷款期限越长;受教育程度越高,越容易申请到长期贷款;贷款期限越长,则贷款质量越高;信用贷款的违约率不比保证贷款的违约率高,这和道德风险模型相一致。汽车贷款借贷者主动违约可能性远远大于住房信贷借贷者,这和基于看跌期权的违约模型相一致。选择等本金还款方式的借贷者比选择等额还款方式的借贷者面临更大的还款压力,因而更容易导致违约(逾期)行为的发生。     

An Investigation of Consumer Subjective Knowledge in Frontline Interactions

It is no secret that the consumer journey produces retail consumers who have varying levels of subjective knowledge about a purchase prior to a retail interaction. This observation leads to a common conclusion that the need for frontline employees (FLEs) in retail environments is diminishing. Nevertheless, retailers invest heavily in staffing and training FLEs. As such, understanding pre-encounter subjective knowledge and how FLEs should address it is critical, yet the topic is largely overlooked in the marketing literature. Thus, we investigate consumer subjective knowledge via an information diagnosticity lens to provide guidance on how subjective knowledge operates when the information in question is scarce/known, tacit/explicit, and specific/general. The results of three experiments reveal consumers can be classified as traditional, well-calibrated, or poorly-calibrated based on their subjective knowledge prior to meeting with an FLE – with each type requiring different FLE approaches to improve both consumers’ willingness to buy and acceptance of FLE recommendations.     

An Investigation of Factors Contributing to Consumer Brand Confusion

The courts regularly address the question of whether an imitating mark or product is likely to confuse consumers and thus harm the owner of the mark. Consumers, however, can also be harmed by brand confusion. The results of this study reveal whether individual characteristics might predispose consumers to confusion and why some consumers appear more likely to become confused than others. A better understanding of why they may become confused can help both firms and overseer bodies, like the FTC, formulate more focused policies to help prevent this harm.     

基于消费者感知的旅游广告效果实证研究

论文通过实证研究,探讨了消费者对旅游广告的认知问题,考查旅游广告的实际效果水平以及常见的旅游广告媒介在消费者心中的地位,并针对旅游广告存在的问题以及消费者的特点,对旅游企业进行旅游广告提出建议。     

E-Service Quality: An Empirical Investigation

This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of protection, security of the users' identity and personal information), and is not reliant on offers of convenience and personalization. Other than formulating policies and operating procedures based on customer needs, Websites should be well organized with succinct up-to-date, in-depth information and instruction because these are physical evidence of efficiency and trustworthiness.