SALCUSTOR: A Multidimensional Scale for Salespersons’ Customer Orientation and Implications for Customer-Oriented Selling: Empirical Evidence From India

ABSTRACT

Recent studies have highlighted the limitations in the applicability of the selling-versus-customer orientation scale as a measure of a salesperson's customer orientation. Therefore, few scholars call for new research on identifying the underlying dimensions of customer-oriented selling and for developing a new scale. This study provides a new conceptualization of a salesperson's customer orientation and develops and validates a multidimensional scale to measure it. This scale, SALCUSTOR, uses multiple samples of data from salespersons from India. SALCUSTOR assesses the degree to which a salesperson (a) provides relevant and correct information to his/her customers, (b) understands and learns the underlying needs of the customers, and (c) maintains relationships with customers and thinks about their long-term benefits. We establish the reliability, convergent, discriminant, and nomological validity of SALCUSTOR. Managers can use SALCUSTOR to identify specific gaps in the three dimensions of customer-oriented selling behaviors of the salespersons, using appropriate intervention strategies.     

Proximity and Micro-Enterprise Manager’s Ethics: A French Empirical Study of Responsible Business Attitudes

This research article analyses the influence of micro-enterprise (ME) managers’ perception of their relationship to their environment on the nature of their ethics. We carried out a survey with the head managers of 125 French MEs, providing a large set of primary data. Two types of variables were defined: (1) variables related to the nature and intensity of the relationships between ME managers and their social environment, and (2) variables related to the ethical framework that the managers used. The results of univariate and bivariate analyses show significant statistical relationships between the variables that indicated perceived embeddedness in the community and ethical variables. This result underlines the idea that “communities of ethics” may have an important influence in MEs.     

Pensions and the Challenges of Adequacy and Sustainability: Irish Citizens’ Voices and Policy Implications

Intereconomics - Population ageing has been identified as a major societal challenge for all Western nations, driven by increasing life expectancies and reduced fertility, and occurring at...     

ERP Study of Liberals’ and Conservatives’ Moral Reasoning Processes: Evidence from South Korea

Journal of Business Ethics - Do liberals’ and conservatives’ brain processes differ in moral reasoning? This research explains these groups’ dissimilar moral stances when they...     

Organizational Virtue and Performance: An Empirical Study of Customers and Employees

This paper offers the first large-scale empirical study of organizational virtue as perceived by both internal and external stakeholders (employees and customers, respectively) and of the links between these virtues and organizational outcomes such as identification, satisfaction, and distinctiveness. It takes a strategic approach to virtue ethics, one that differs from a more traditional Aristotelian concept of virtue and from Alasdair MacIntyre’s manner of distinguishing between internal and external goods. The literature review compares three different perspectives on the empirical study of organizational virtues, taken by virtue theorists, POS scholars, and strategy scholars. The main study describes an empirical research undertaking that involved the analysis of 2548 usable questionnaires administered to employees and customers of seven organizations in the U.K. A structural equation model was used to test the linkages of the six dimensions of organizational virtue (empathy, warmth, integrity, conscientiousness, courage, and zeal) to satisfaction, identification, and distinctiveness. All the links were significant, with the strongest between virtue and identification. For employees, identification (with a firm) was driven most significantly by integrity, whereas customers’ identification was principally influenced by empathy. The empirical finding also sounds an alarm bell to the global firms who focus on creating a differentiated image based on CSR in the hope that it will lead to satisfaction. The results lead to a discussion of how companies might build favorable stakeholder perceptions of key dimensions of virtue that most shape their identification and differentiation in the marketplace.     

Religiosity,CSR Attitudes,and CSR Behavior: An Empirical Study of Executives’ Religiosity and CSR

In this paper, we examine the relationship between Christian religiosity, attitudes towards corporate social responsibility (CSR), and CSR behavior of executives. We distinguish four types of CSR attitudes and five types of CSR behavior. Based on empirical research conducted among 473 Dutch executives, we find that CSR attitudes mediate the influence of religiosity on CSR behavior. Intrinsic religiosity positively affects the ethical CSR attitude and negatively affects the financial CSR attitude, whereas extrinsic religiosity stimulates the philanthropic CSR attitude. Financial, ethical, and philanthropic CSR attitudes significantly affect some types of CSR behaviors. However, because religiosity has opposing effects on the three attitudes, the joint mediation effect of the three attitudes is negligible. Furthermore, we find a direct negative influence of intrinsic religiosity on diversity and a direct positive influence on charity.     

Firm Clustering and Specialization: A Study of Taiwan’s Machine Tool Industry

This study investigates links between firm clustering and firm specialization. The paper argues that firms located in multi-centered, locally owned industrial districts are likely to be relatively specialized. Based on data from 163 companies in Taiwan’s machine tool industry, this study finds support for a positive association between location in a multi-centered, locally owned industrial district and firm specialization.      

Morals,Markets and Sustainable Investments: A Qualitative Study of ‘Champions’

Sustainable investment (SI), which integrates social, environmental and ethical issues, has grown from a niche market of individual ethical investors to embrace institutional investors (e.g. pension funds) resulting in ￡764 billion in assets under management in the UK alone [Eurosif, 2008: ‘European SRI Study 2008’ (Eurosif, Paris)]. Explaining this growth is complex, involving shifts in personal and collective values, reactions to corporate scandals, scientific and media pronouncements about climate change, Government initiatives, responses from financial markets and the influence of SI innovators in The City of London. The article examines the influence of human agency through interviews with 14 SI champions who have variously been responsible for launching SI funds and changing investment processes and organisational structures in order to enhance SI. Interviewees were asked about their motivations and persuasive strategies, the obstacles they faced and how they overcame them as well as broader implications of SI for financial markets. The following key categories inform the results and the discussion: Values; Conservatism, Antipathy and Incredulity; Optimism and Sympathy from Insiders; The Social and Political Context; The Business Case; Organisational Constraints; Inappropriate forms of Remuneration; Short-termism; The Nature of Capitalism. Three discourses were also identified. The first is the necessity to make a business case for SI; the second is the benefits that SI can bring to the quest of overcoming short-termism; the third is a belief that for SI to have a significant influence, greater government intervention is required.     

The Unification of the Colombian Stock Market: A Step Towards Efficiency–Empirical Evidence

ABSTRACT

The empirical evidence presented in this study shows that there has certainly been a structural change in the Colombian stock market since the merger of the three regional Exchanges (Bolsas) into the Colombian Stock Exchange (Bolsa de Valores de Colombia). This change has been reflected in a greater level of efficiency in that market. Regarding individual assets, the findings coincide with Samuelson (1998) in the sense that the stock market is micro-efficient but macro-inefficient, which means that the efficient market hypothesis performs better for individual stocks than for the aggregated price indexes of the market.

RESUMEN. La evidencia empírica presentada en este estudio muestra que realmente operó un cambio estructural en el mercado accionario colombiano a partir de la fusión de las tres Bolsas regionales en la Bolsa de Valores de Colombia. Este cambio se ha reflejado en un mayor nivel de eficiencia de este mercado. En cuanto a los activos individuales, los hallazgos coinciden con Samuelson (1998) en el sentido de que el mercado bursátil es micro-eficiente pero macro-ineficiente, es decir, que la hipótesis de la eficiencia del mercado se cumple mejor para acciones individuales que para los índices de precios agregados del mercado.

RESUMO. A evidência empírica apresentada neste estudo mostra que, sem dúvida, tem ocorrido uma mudança estrutural no mercado de ações colombiano, a partir da fusão das três Bolsas de Valores regionais, dando origem à Bolsa de Valores de Colombia. Esta mudança refletiu o alto nível de eficiência deste mercado. Quanto aos ativos individuais, percebe-se a coincidência com Samuelson (1998), no sentido de que o mercado de ações é micro-eficiente, mas também é macro-ineficiente, ou seja, que a hipótese de um mercado eficiente atua melhor para as ações individuais do que para os índices de preços agregados do mercado.     

Multinationals and Industrialisation: The Bases of ‘Inward Investment’ Policy

The paper argues that policies towards inward investment should extend, much more decisively and comprehensively, beyond initial attraction in order to seek to secure sustained benefits from these operations. The view of the modern multinational enterprise as a dynamic differentiated network, operating through subsidiaries that have scope for evolution and development, provides a basis for the analysis of the potentials in this regard. The paper discusses in detail the content of particular phases in subsidiary transformation that can then provide a potential for embedding their operations in a host country in a creative and dynamic way that generates mutually supportive interdependencies in processes of resource (notably knowledge) generation and use.     

The Impact of Service Supplier’s Unethical Behavior to Buyer’s Satisfaction: An Empirical Study

In today??s marketing conditions, it becomes really vital for companies to establish an appropriate relationship with suppliers and salesperson based on ethical values in order to survive. Besides, ensuring an effective relationship between the parties would contribute to increase buyer satisfaction along with economic and social satisfaction. In this study, the direct effects of suppliers?? and salespersons?? unethical behaviors on buyer satisfaction, and the moderator effect of communication between buyer?Csupplier relationships are examined. The results of the study have revealed that unethical behaviors of suppliers and salesperson affect buyer satisfaction negatively and the communication variable has moderately affected. The results are providing important advantages for buyers who want to improve the relationships between the suppliers and their salesperson for pharmaceutical enterprises.     

Consumers’ Perceptions of African Wildlife Meat: A Laddering Study

African wildlife meat offers South Africans' a healthy and novel red meat alternative, yet consumption is far less than that of beef and lamb. Laddering interviews with 40 respondents were employed to identify the consequences and values associated with the product's perceived attributes. Important attributes included low levels of fat, dryness, novelty, and special preparation requirements. Significant values included security, self-esteem, hedonism, tradition, and stimulation. Promoters of the product are advised to capitalize on consumers' interest in health and the health benefits of the meat in their advertising strategy. They can also address current barriers to consumption as indicated by negative, undesirable consequences (difficult and time-consuming to prepare) by promoting quick and easy ways of preparation, provision of ready-to-eat dishes and training.     

The Role of Spiritual Well-Being and Materialism in Determining Consumers’ Ethical Beliefs: An Empirical Study with Australian Consumers

A survey was conducted to investigate the relationship of Australian consumers’ lived (experienced) spiritual well-being and materialism with the various dimensions of consumer ethics. Spiritual well-being is composed of four domains—personal, communal, transcendental and environmental well-being. All four domains were examined in relation to the various dimensions of consumers’ ethical beliefs (active/illegal dimension, passive dimension, active/legal dimension, ‘no harm, no foul’ dimension and ‘doing good’/recycling dimension). The results indicated that lived communal well-being was negatively related to perceptions of the active/illegal dimension and the passive dimension and was positively related to perceptions of the ‘no harm, no foul’ dimension and the ‘doing good’/recycling dimension. Lived personal well-being was negatively related to perceptions of the active/illegal dimension and was positively related to perceptions of the ‘no harm, no foul’ dimension and the ‘doing good’/recycling dimension. Lived transcendental well-being was negatively related to perceptions of the passive dimension, the active/legal dimension and the ‘no harm, no foul’ dimension. Lived environmental well-being was negatively related to perceptions of the active/legal dimension and the ‘no harm, no foul’ dimension. The findings also indicated that materialism was positively associated with perceptions of actively benefiting from illegal actions, passively benefiting at the expense of the seller, actively benefiting from questionable but legal actions and benefiting from ‘no harm, no foul’ actions. Public policy implications of the findings and opportunities for future research are discussed.     

Institutional Investors,Earnings Quality and Asset Liquidity: Evidence from China’s Stock Market

This paper investigates how institutional holding and earnings quality influence the liquidity of assets. Contrary to findings in developed markets, we document several novel results in China’s stock market: (1) institutional holding negatively affects assets’ liquidity, (2) earnings quality is negatively related with liquidity. Since earnings quality captures asymmetric information, low earnings quality induces high divergence in investor opinions and thus boosts market trading, and (3) interestingly, the effect of earnings quality on liquidity is greater if institutional investors’ holding is at a high level. Overall, our findings cast doubt on the conventional wisdom that institutional investors and earnings quality improve market liquidity. The results are robust to different measures and alternative model specifications.     

Effects of Education and Intervention on Business Students’ Ethical Cognition: A Cross Sectional and Longitudinal Study

In this study, we present evidence on the changes inethical cognition of business students over afour-year period. We use the Principled Score(P-score) of the Defining Issues Test to measure thischange. Specifically, we first compare the P-scores ofstudents at the entry to, halfway through, and shortlyafter graduation from a business school to analyze theeffect size of education on ethical cognition.Secondly, for a sample of students in an electivebusiness ethics course, we compare P-scores at thebeginning, and at the end of the semester to analyzethe effect size of specific intervention course onethical cognition.Prior studies in liberal arts fields have reportedhigh effect sizes from four-year college education onethical cognition, while a few studies have reportedonly moderate gains for business students. Consistentwith the liberal arts studies, our results indicatestatistically significant gains, and high effect sizesfor business students as well. Similarly, priorstudies have reported moderate gains in the P-scorefrom intervention courses in various fields. Ourresults indicate only low to moderate effect sizes forbusiness students. Importantly, while the gain waslow, and statistically insignificant for femalestudents, it was moderate, and highly significant formale students. Implications for education and researchare discussed.     

British Employers and Education Policy, 1935–45: A Decade of ‘Missed Opportunities’?

The purpose of this paper is to reassess the attitudes of British employers towards education policy during the period 1935–45. This decade has often been seen as one of ‘missed opportunities’ to reconstruct educational provision in response to the economy's changing skill requirements. Yet, contrary to much received wisdom, the findings of this research indicate that this was not the result of an entrenched anti-technology and anti-business bias among ministers and civil servants. It is argued that the government was sensitive to the views of employers but the latter failed to present a case for fundamental educational reform, despite the propaganda of a minority of ‘progressive’ firms active in the British Association for Commercial and Industrial Education. This is attributed, in part, to the way employers articulated their conception of educational ‘quality’, which paid insufficient attention to a knowledge of the principles of production processes. The latter was not only an outcome of the long-term influence of the division in Britain between employers and the professional middle class, which made the former sceptical of formal educational qualifications, but also reflected their lack of conviction that such qualifications promised more suitable training than workplace experience.     

Impacts of security climate on employees’ sharing of security advice and troubleshooting: Empirical networks

While extant research has studied the motivations of individualistic security compliance, this study explains what motivates employees to share security advice and troubleshoot with others. We argue that such findings are crucial for the development of people-centric security workplaces, where desirable security behaviors are disseminated amongst the employees. In this research, we applied network analysis techniques to perform two tasks. First, we explored the structural patterns of employees’ sharing of security advice and troubleshooting. Second, we evaluated the effects of security climate perceptions, perceived accountability, and personal attributes on those sharing activities. While the sharing network was found to be thin and sparse, perceptions of a direct supervisor's security practices and accountability for security tasks can increase sharing. Age, seniority, and tenure—as well as having the same gender and department membership—can also motivate sharing. In contrast, security climate perceptions of coworkers and top management's security practices were found to discourage sharing. Our practical recommendations focus on strategies to maximize security engagement in the workplace. Potential ideas for future research are also discussed in detail. Most importantly, we hope to offer this research as the foundation for future network studies in the behavioral security field.