The relationship between satisfaction and loyalty: A mediator analysis

This study proposes a multiple mediation model to analyze the relationship between satisfaction and loyalty. The study's contribution to the literature is to examine, empirically, the main antecedents and determinants of this endogenous variable in greater depth. Thus, the research fills a gap in the literature through its analysis of the mediating role of perceived switching costs and the perceived lack of attractiveness of alternative offerings. This study applies variance-based structural equation modeling via partial least squares to a sample of 785 customers from 74 insurance companies in the service sector. The results show that perceived switching costs – to a greater extent – and the perceived lack of attractiveness of alternative offerings – to a lesser extent – are significant mediators in the relationship between satisfaction and loyalty.     

Improving sales performance through ethics: The relationship between salesperson moral judgment and job performance

This study examines the relationship between salespeople's moral judgment and their job performance. Results indicate a positive relationship between moral judgment and job performance when certain characteristics are present. Implications for sales managers and sales researchers are provided. Additionally, directions for future research are given. Charles H. Schwepker, Jr. is Associate Professor of Marketing at Central Missouri State University. His research interests are in sales, sales management, marketing ethics and consumer behavior. His articles have appeared in the Journal of Public Policy and Marketing, Journal of Marketing Management, Journal of Marketing Theory and Practice and Industrial Marketing Management, as well as various national and regional proceedings. Thomas N. Ingram is Professor of Marketing and Department Chair, Marketing Department, Colorado State University. His primary research interest is in personal selling and sales management. His articles have appeared in the Journal of Marketing, Journal of Marketing Research, Journal of Personal Selling and Sales Management, and Journal of the Academy of Marketing Science, among others. He is the coauthor of Sales Management: Analysis and Decision-Making, 2nd ed. (The Dryden Press, 1992) and coauthor of Marketing: Principles & Perspectives (IRWIN, 1995).     

The antecedents and consequences of trust in online-purchase decisions

The primary research objective of this study rests on presenting and validating a model for the antecedents and consequences of consumer trust in the context of online purchase decision-making by means of simulation and survey methods. For this purpose, the study seeks to validate the correlation and causal relationships among the model's elements involving antecedents to trust (transactional security, web-site properties, search functionality, and personal variables), consequences (purchase intention), and mediating variable (web-site awareness).Based on the findings of a controlled simulation study involving 122 college students, are the following major results: (1) web-site trust showed a significant response to site properties including the image-related variables such as company awareness and company reputation, while satisfaction significantly responded to navigation functionality; (2) personal variables such as familiarity with e-commerce and prior satisfaction with e-commerce were found to have high correlation with web-site satisfaction as well as trust; (3) web-site trust, web-site satisfaction, and web-site awareness all influenced the online-purchase intention, and (4) web-site trust and web-site satisfaction had a high correlation.The findings of this study suggest a new approach to understanding and identifying the antecedents and consequences of web-site trust whose importance is increasing in the study of Internet commerce. Also, the study findings provide the Internet marketers with the managerial implications to establish effective online marketing strategy.     

Consumer recycling goals and their effect on decisions to recycle: A means-end chain analysis

Means-end chain theory and the laddering methodology were used to derive the goals relevant to consumers for recycling, as well as the interrelations among goals. The importance of the goals and their hierarchical structure were also tested, and their effects on attitudes, subjective norms, and past behavior determined. Data were collected on 133 consumers in a moderate-size metropolitan community by use of a random digit dialing procedure. The overall framework emerging from the analyses is one where concrete goals lead to more abstract goals, and attitudes and past behavior intervene between goals and intentions in decision making. Nineteen total goals were uncovered, with 15 ultimately found to be salient. The topmost goals in the hierarchy were “promote health/avoid sickness,” “achieve life-sustaining ends,” and “provide for future generations.” The key lower-order goals—“avoid filling up landfills,” “reduce waste,” “reuse materials,” and “save the environment”—work through such intermediary goals as “reduce messy trash,” “curtail pollution,” “save resources,” and “save the planet.” Two important terminal goals that were also at intermediate levels in the hierarchy were “save/earn money” and “it's the right thing to do.” © 1994 John Wiley & Sons, Inc.     

Whistleblowing: a critical philosophical analysis of the component moral decisions of the act and some new perspectives on its moral significance

Discussions of whistleblowing whether in academic literature or in more popular media have tended to very one‐sided assessments of the moral worth of the act. Indeed, much of the current literature concentrates on psychological or managerial aspects of whistleblowing while taking for granted this or that moral position or eschewing any normative commitment on the question. The purpose of this article is firstly to reemphasise the importance and complexity of the normative foundations of whistleblowing acts; and secondly, through a moral philosophical analysis of the component decisions that make up any act of whistleblowing, to contribute to a more balanced and less polarised treatment of the topic. It is argued that the polarisation of views on the topic is in part due to a failure to decompose the act of whistleblowing into a number of inevitable component moral decisions leading up to the act. It is furthermore argued on the basis of the analysis that it is impossible to state a priori as a matter of general principle that whistleblowing is always morally right (a good act) or morally wrong (a bad act). The article will close with a reflection on the degree to which the weighing up of good and bad in the act of whistleblowing differs sharply among cultures; and with a conjecture as to a possible relation to a people's history which may serve as a pointer to interesting future empirical research on the topic.     

Rational interaction for moral sensitivity: A postmodern approach to moral decision-making in business

Moral dissensus is a distinct feature of our time. This is not only true of our post-modern culture in general, but also of business culture specifically. In this paper I start by explaining how modernist rationality has produced moral dissensus without offering any hope of bringing an end to it in the foreseeable future. Opting for a form of post-modernist rationality as the only viable way of dealing with moral dissensus, I then make an analysis of a number of ways proposed by both specialists in the field of business ethics, as well as philosophers to deal with moral decision-making in this situation of moral dissensus. The conclusion reached is that none of these attempts succeeds in coming to terms with moral dissensus. I then formulate an alternative approach to moral decision-making which I call: Rational interaction for moral sensitivity. After explaining this approach, I defend it against some of the most obvious objections that might be raised against it in a business environment.

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A construction of consumer cognitive structures and their implications in furniture shopping decisions: a means-end chain approach

The main purpose of this study is to construct a hierarchical value map (HVM) based on an investigation of how consumers in Taiwan link attributes of furniture and home accessories stores with particular consequences, and how these consequences satisfy their personal values. Further, this study compares differences in consumer HVMs in terms of gender, as well as across different chain stores. This study used the means-end chain approach and laddering technique to interview 40 consumers of furniture and home accessories stores in Taiwan. We obtained six ladders regarding furniture and home accessories store consumption. From these ladders, this study found three critical store attributes (function, facility convenience, and price), four consequences that consumers care most about (shopping ease, comfort and pleasure, practicality, and integrated design), and three dominant values that consumers wish to achieve (warm family, pleasurable life, and security). The findings of this study can be used as a basis for market segmentation and the development of retail service marketing strategies.     

The morals of moral hazard: a contracts approach

Although moral hazard is a well‐known economic concept, there is a long‐standing controversy over its moral implications. The language economists use to describe moral hazard is often value‐laden, and implies moral judgments about the persons or actions of economic agents. This in turn leads some to question whether it is actually a scientific concept, or simply a convenient tool for criticizing certain public policies. At present, there is no consensus about the moral meaning of moral hazard, or about whether the concept can be salvaged by economists. As a first step toward resolving this problem, I suggest a contracts approach to moral hazard. I use the ‘title‐transfer’ theory of contract to clarify the moral content of moral hazard, thereby increasing its value to scholars in numerous disciplines. A contracts view is useful for economic policy discussions because it does not include hidden value judgments. At the same time, however, it is also valuable for ethicists because it directly explains a moral dimension of behavior under moral hazard, namely, the violation of property rights.     

Exploring antecedents and consequences of managerial moral stress

The legitimacy of moral stress as a distinct form of general stress has long been debated in previous research. Moreover, individual‐level antecedents of moral stress are yet to be tested among executives. This study investigates role identity saliency (by calculating the total saliency of roles and competition between roles) as an individual‐level antecedent of managerial moral stress and turnover intent as a consequence of managerial moral stress among high‐level strategic decision makers in organisations. We also analyse the moderating effect of moral attentiveness in these relationships. Survey data were collected from 264 strategic decision makers from small to large U.S.‐based organisations. While controlling for overall stress, results support a moderated model, wherein individuals exhibiting a high level of moral attentiveness also demonstrated a significant positive relationship between work role competition and moral stress and between managerial moral stress and turnover intent. Surprisingly, total role saliency demonstrated a significant negative relationship with managerial moral stress for the same individuals. Overall, the results suggest that managerial moral stress may be a legitimate threat to executive retention, above and beyond general stress, for the individuals who are highly attentive to the moral aspects of their environment.     

A relativistic approach to moral judgment in individuals: Review and reinterpretation

In Ethics Position Theory, relativism is the degree to which people believe that universal moral rules should not always be applied unwaveringly. Researchers often predict that highly relativistic individuals are characterized by questionable ethics given their ostensible self‐interested “anything goes” approach. Corroborating evidence for such predictions, however, remains elusive. This paper suggested that high relativists are perhaps not unethical, and reviewed four decades of relevant literature in order to clarify the meaning and implications of the relativism construct. The portrait of relativism that emerged is often contrary to prevalent expectations. Relativistic individuals seem tolerant of ambiguity, open to experience, non‐authoritarian, accepting of others with different backgrounds and lifestyles, and troubled by injustice. No persuasive evidence of questionable ethics is available. These findings have profound implications for managerial practice and suggest that highly relativistic employees may be among the most valuable. Future research grounded in an understanding of what relativism is rather than what it should be has the potential to allow a deeper understanding of this important construct to emerge. We also explore possible reasons why an inaccurate narrative about relativistic orientations may have emerged and persisted among both researchers and people generally.     

Foreign Corrupt Practices Act: A legal and moral analysis

The author examines the categories of bribes that are prohibited under the Foreign Corrupt Practices Act from the perspective of three significant moral theories: utility, rights and justice. He concludes that the Act does not go too far in demanding ethical behaviors from U.S. business people doing business in foreign markets, therefore, it is not in need of a major revision. With regard to accounting provisions, movement from a reasonableness standard to one of materiality would be appropriate however. Bill Shaw is Professor of Business Law at the University of Texas at Austin. His research interests are in the area of business ethics, corporate social responsibility, and environmental law. During the Spring Semester, 1987, he held the Lynn S. Autrey Visiting Chair of Business Ethics, Rice University. His articles have appeared in various journals and he is the author of Environmental Law: People Pollution and Land Use (1976) and The structure of the Legal Environment (1987) (with Art Wolfe).     

Shareholder authorized inside trading: A legal and moral analysis

This article evaluates inside trading from a legal and a moral perspective. From both of these points of view, the practice of inside trading is fraudulent whether it occurs in the traditional format or in the variation known as misappropriation. Fraud is a legal tort and a moral wrong consisting of a breach of duty that intentionally causes harm to persons that the insider can reasonably foresee. In defense against allegations of fraudulent inside trading, the defendant may argue that one or more elements of fraud are not evident, or, if the elements are clear, that the fraud was a justified means of avoiding some worse evil or of achieving some greater good. The article concludes that inside trading, under circumstances approved by shareholders, is neither fraudulent nor unfair. Bill Shaw is a Professor of Business Law at the University of Texas at Austin.     

The role of trust in the relationship between consumers,producers and retailers of organic food: A sector-based approach

Given current environmental concerns, the organic food market is an important issue in terms of sustainability. The consolidation of this market is based on trust. Many consumers rely on partial information to assess the quality of organic food and cannot determine its authenticity with certainty. They are led to trust the actors of the organic food chain and the government. In addition, numerous industrial and sanitary scandals have highlighted the need for the actors of the sector to establish relationships based on trust and transparency in order to guarantee the traceability of products and to protect the health of consumers. This research examines the impact of trust and confidence in producers and retailers on the intention to purchase organic food. To address this research issue, we conducted an online questionnaire survey of 316 organic food consumers in France. The results show the central role of quality as a strategy for building and maintaining trust with producers and retailers. They show for the first time the positive impact of trust in producers on trust in retailers. The results of this research allow us to provide advice to growers and retailers to maintain trust and promote purchase intent.     

产业结构调整与货币供应量的关系分析

货币供应量的大小和产业结构如何调整有很大的关系,笔者对货币供应量和产业结构进行Johansen协整分析,结果表明它们之间存在一个协整关系.根据协整误差修正结构分析,在第一产业加大货币供应量,将会带动经济快速增长,而在第三产业增加货币供应量,效率不是很高,反而会带来通货膨胀的危险,所以货币供应需向第一产业倾斜.     

Helping subordinates with their personal problems: A moral dilemma for managers

When subordinates ask their managers for help with their personal problems, it creates moral dilemmas for their managers. Managers are contractually obliged to maintain equivalent relations between their subordinates and that is compromised when one subordinate makes this kind of request. By applying deontological principles to this dilemma, additional options are revealed, and the moral duties managers owe their subordinates in these situations are clarified. Dennis J. Moberg is associate professor in the Department of Organizational Analysis and Management, Leavey School of Business Administration, Santa Clara University, Santa Clara, CA 95053, USA. He is a Fellow of SCU's Center of Applied Ethics. His present research focus is on applying ethical principles to employer-employee interactions. Related articles are The Ethics of Organizational Politics, Academy of Management Review 6, 1981, 363–374, and An Ethical Theory of Peer Relations in Organizations, available from author.     

The relationship between prior and subsequent new venture creation in the United States: A county level analysis

Minniti [Minniti, M., 2004. Entrepreneurial alertness and asymmetric information in a spin-glass model. Journal of Business Venturing 19 (5), 637-658; Minniti, M., 2005. Entrepreneurship and network externalities. Journal of Economic Behavior & Organization 57 (1), 1-27] argues that new venture creation decisions are interdependent and that the non-pecuniary network externalities and path dependencies of such decisions influence the geographic concentration of venturing activities. We apply her framework at the county level to study the association between prior and subsequent new venture creation in the U.S. Our findings indicate that there is a non-linear relationship between prior new venture creation and subsequent new venture creation, with venturing activities increasing at an increasing rate based on the amount of prior new venture creation.