How call center location impacts expectations of service from reputable versus lesser known firms

Businesses are increasingly turning to call service centers located abroad to provide customer support. Although the country-of-origin literature as well as other reports may lead one to believe that consumers will expect offshore call centers to deliver poorer service, call center location is simply one cue which consumers can utilize to form expectations. This research investigates how two factors (location and reputation) impact a consumer's expectations regarding an upcoming service encounter. We employ information integration theory to examine how these two cues are combined. Results from two experiments demonstrate that call center location does not impact pre-encounter expectations if the firm is reputable. If, however, the firm is less known, consumers anticipate being less satisfied if they believe the call center is located in a nation dissimilar to the U.S. (e.g., India or the Philippines) versus in the U.S. or similar to the U.S. (e.g., England). Belief about training provided by the firm is shown to be the key mediator.     

How long has it been since the last deal? Consumer promotion timing expectations and promotional response

When modeling consumers’ forward-looking behavior using choice data on frequently purchased products, the common approach assumes that consumers have rational expectations about future promotions. Previous studies modeled such expectations using a first-order Markov (FOM) process. However, empirical evidence from several categories suggest that inter-promotion intervals can last several weeks implying that a FOM process that conditions future expectations of prices only on current-period prices can be limiting. We utilize a Proportional Hazard model (PHM) to characterize consumers’ rational expectation of future price promotion. We first show that estimating a dynamic structural model that uses a FOM specification for rational expectations can bias estimates of promotion effects with both simulation analysis and scanner panel data from four consumer packaged goods product categories. Secondly, we empirically show that a structural model employing a PHM specification for promotion expectations fits the data better than ones that assume only a FOM price or promotion expectation. Lastly, we show using an analysis of promotion policy changes that a structural model with a FOM expectation can lead to suboptimal managerial decisions.     

Rulers of the world,unite! The challenges and opportunities of artificial intelligence

A decade ago, we published an article in Business Horizons about the challenges and opportunities of social media with a call to action: “Users of the world, unite!” To celebrate its anniversary, we look at artificial intelligence and the need to create the rules necessary for peaceful coexistence between humanity and AI. Hence, we now are urging: “Rulers of the world, unite!” In this article, we outline six debates surrounding AI in areas like artificial superintelligence, geographical progress, and robotics; in doing so, we shed light on what is fact and what is utopia. Then, using the PESTEL framework, we talk about the six dilemmas of AI and its potential threat and use. Finally, we provide six directions on the future of AI regarding its requirements and expectations, looking at enforcement, employment, ethics, education, entente, and evolution. Understanding AI’s potential future will enable governments, corporations, and societies at large (i.e., the rulers of this world) to prepare for its challenges and opportunities. This way, we can avoid a scenario in which we return in 10 years to write the article: “Dreamers of the world, unite!”     

Service Quality of Advertising and Promotions Agencies in South Africa

Service quality is important to firms that use advertising and communication agencies and these agencies in turn need to make sure that their service quality is what clients expect. The purpose of this research is to assess perceptions of the service quality offered by agencies in South Africa and to identify the most important service attributes of the agency offerings. Agencies were also divided into three types: mass communication agencies, or above the line agencies (ATL), sales promotion agencies, or below the line agencies (BTL), and integrated marketing communication agencies, or full service agencies (FS). A total of 105 responses were received and results were reported for each agency type and in total. The results show some serious differences between what clients are looking for and agency strategies. These are discussed in detail. Recommendations are made which will help agencies in the development of strategic partnerships with clients.     

The future of private-label markets: A global convergence approach

Private-label (PL) shares are characterized by considerable heterogeneity across both countries and categories, not only in their current level, but also in the rate at which they are growing. This creates ambiguity about their remaining growth potential. To offer insights into the likely long-run PL shares, we take a forward-looking perspective by means of a convergence model. We apply the model to two unique datasets that together span more than 50 countries, both emerging and developed, across more than70 CPG categories. We find evidence of partial PL convergence: even though PL shares will become more similar, part of the currently observed heterogeneity will persist. The future evolution in two key marketing instruments, new-product introductions by both NB manufacturers and retailers and the NB-PL price gap, is found to play a substantial role in shaping the global PL landscape of the future. This impact is not uniform, however, but depends on the category, and varies with the retail, economic and cultural context. In addition, the long-run impact of both marketing drivers differs from what is currently observed, suggesting that managers should not adhere too strongly to earlier practices when planning for the future.     

The impact of the introduction of the Euro on firms' expectations

Firms' expectations regarding their ability to enter new markets and to develop new products, and concerning the foreign competition they will face in future, are strongly affected by the introduction of the euro. The following article analyzes these expectations using panel data taken from a quarterly business survey in the service sector. Helpful comments from our colleagues Friedrich Heinemann, Georg Licht and Herbert S. Buscher on earlier drafts of this paper are gratefully acknowledged. We are also indebted to Enrico Steeb and Rolf Kempkes for their helping hand in setting up the data set and to Christina Kaiser for research assistence. We also wish to thank Semka Thorvaldsen for proof-reading.     

服务补救悖论产生的条件:"应该期望"的作用

This paper proposes a theoretical framework which applies concepts of “will expectation” and “should expectation” to exploring the effects of service recovery on customers’ post-recovery satisfaction. The relationship among customers’ perceptions of service recovery and their different expectations for service recovery will determine the probability of customers’ post-recovery satisfaction exceeding their pre-failure satisfaction (service recovery paradox, SRP). Only when perceptions are higher than both will and should expectations, SRP is much likely to occur. In other cases, it will be difficult to have SRP. We extend this theory to dynamic process. The proposed theory could explain the conflicting findings of previous studies about SRP. Results of exploratory studies provide empirical support for our theory in the static case. Managerial implications and further research direction are also discussed.     

The formation of forward freight agreement rates in dry bulk shipping: Spot rates,risk premia,and heterogeneous expectations

We examine the formation of forward rates in the dry bulk shipping industry. We illustrate that the bulk of basis volatility can be attributed to expectations about future physical market conditions rather than expectations about future risk premia. However, there exists significant predictability of risk premia by both price-based signals and economic variables. To explain this finding, we develop a dynamic asset pricing framework where, apart from having different objective functions, agents might also differ in the way they form expectations about future market conditions. Accordingly, we argue that the average investor should hold “near-rational” but slightly contrarian beliefs.     

Investigating the dynamics of service attributes in multi-channel environments

Previous research has shown that customer evaluations of attributes in existing product and service categories are dynamic. In this study, we use a response surface model based on a conjoint analysis of service profiles in the context of mobile phone service to examine the dynamics of multi-channel service attributes and their influence on customers’ intention to renew a service agreement. Our results provide insights for the design of a service that may not be what customers have experienced in the past and demonstrate the qualities of a set of multi-channel service attributes that have not been included in previous studies.     

The expected retail customer: Value co-creator,co-producer or disturbance?

The purpose of this paper is to explore expectations among front-line employees regarding their customers and how these expectations can be understood in relation to strategies of customer participation and value co-creation. Two categories of expectations are identified; operative and interactive. In particular, the operative expectations reveal a service practice that is heavily structured by large-scale systems and ideals of rational efficiency. It is argued that co-creation needs to be discussed on both the strategic level, i.e. in terms of what the “customer”/market wants, and on the operative level, where the customer's direct contribution to the value-creating process has its focus.     

Why are you so tolerant? Towards the relationship between consumer expectations and level of involvement

It is vital that managers understand the way consumers form their expectations so that quality services are offered. Therefore, the aim of the paper is to assess the behaviour of consumer expectations over time and what effect does the level of involvement have on them. Two field studies are realized with students from an educational institution under the perspective of cluster analysis and latent growth model. Our results reveal that the patterns of expectations change from one service meeting to another and these mutations can be explained by the degree of consumer involvement. As theoretical insights, in addition to broadening the debate about the antecedents of expectations, this study also reaffirms the dynamic behaviour of consumer expectations. Thus, the constant control of expectations shows a relevant strategic way for survival in competitive sectors.     

Is similarity a constraint for service-to-service brand extensions?

Are service brands constrained in launching new service offerings? Both research evidence and managerial wisdom suggest brands should extend to similar categories. However, in five studies using real-life brands - four experiments and one large-sample survey - we provide evidence that similarity is less of a constraint for service brands extending to other service categories (service-to-service extensions), compared to cases involving parent brands or extension categories of a product nature. Importantly, we demonstrate that such an effect occurs because service brands possess associations relevant across the spectrum of service categories. Our results suggest that service brand managers have the opportunity to stretch their brands to dissimilar service offerings; yet, they need to ensure the marketing execution does not make the brands’ service associations inaccessible to consumers. The findings suggest that even product brands can build service associations by adding service components to their offering, thus becoming “servitized” and better able to extend to dissimilar service categories. Overall, our work contributes to the academic debate documenting that the principles governing the management of product vs. service brands are not identical.     

Future of Retailer Profitability: An Organizing Framework

Retailers are dynamic in nature, and their strategies keep evolving with changing scenarios and availability of new technologies. In the current scenario, there is a need for a comprehensive and organizing framework for retailers to develop and implement a complex set of strategies. In this article, we broadly categorize retailers’ implementation of strategies at four levels—market, firm, store and customer. The four-level categorization has been done using a triangulation approach consisting of inferences from previous literature, interviews with practitioners, and reviewing popular press. In the future, retailers will expand to even more countries, and there will be plenty of scope for using advanced technologies and big data. This organizing framework accommodates for any such changes as well as guides retailers about ways of increasing profitability in the future. In this article, we also provide generalized expectations of strategies under each level which not only can be used by researchers as a direction of future research but also by practitioners to understand and implement their strategies in an effective and efficient way.     

Nonprofit Agency Perspectives of Higher Education Service Learning and Volunteerism

ABSTRACT

The majority of studies in the service learning field focus on campus-based impacts of service learning and community service. In order to provide a more balanced understanding of the impacts of service learning, this study examined college student service learning and volunteer activities from the nonprofit agency perspective. Findings from this qualitative study revealed the positive and negative impacts that college student volunteers and service learners have at the agencies where they serve and on the youth they provide service for.     

The role of ethnicity in domestic intercultural service encounters

The current study investigates how ethnicity influences consumer (dis)satisfaction regarding service encounters in multicultural domestic service markets. The study interviews 306 ethnic Malay and Chinese respondents in Malaysia using the critical incident technique. The respondents provide 612 critical incidents for content analysis. Based on content analysis and inter-judge reliability, seven sub-categories (grouped within three major categories) emerge as integral determinants of service encounters in multicultural domestic service markets. The findings suggest intra- versus inter-ethnic affiliation between consumer and service provider influences the evaluation of domestic intercultural service encounters. Specifically, consumers are found to be more satisfied (dissatisfied) when service encounters are with service providers with the same (different) ethnic affiliation as themselves. The present study extends current literature by examining the role of ethnicity in service encounters in multi-cultural service markets. The identified determinants and associated findings from the present study further provide practical insights for managers regarding how different ethnic consumers are likely to respond to service encounters in such markets. The study indicates that different service expectations exist between consumers from different ethnic affiliations.     

How and why (imagined) online reviews impact frontline retail encounters

This research examines how frontline retail employees respond to customers whom they think might write an online review about their experience. Across six experiments (one field and five online) we show that when employees identify potential online review authors, often by what the customer says or does, it catalyzes them to deliver better service. This ensues because they experience a rise in determination to do well, motivated by the prospect of being associated with a positive review, which they believe will impress the retailer. Thus, they go ‘above and beyond’. However, determination is tempered by two boundary conditions. When employees (i) do not consider that being associated with an online review is beneficial (i.e., not goal relevant) or (ii) feel poorly equipped to serve the customer (i.e., low in self-efficacy), then a better service delivery will not occur. We also show that retailers can enhance customer service through internal championing of the importance of online reviews, so long as this is framed as promotional rather than punitive.     

The Use of Co-ordination Theory to Improve Service Quality in Executive Search

This article considers service quality in a business service industry - execirtive search. It uses co-ordination theory to idtentify the ‘service garps’ which occur in the use of executive search consultancies and considers the ways in which these gaps can be closed. The use of an executive search consultant turns the recruitment process into a three-way relationship -between client, consultant and candidate -and raises the possibility of further service gaps than those identified in the service quality literature. This article finds that there are gaps in expectations evident in all three arms of the relationship but that they are much wider where the candidate is involved. The use of a consultant introduces uncertainty into the process (especially on the part of the candidate), the issue of who has responsibility for what within this relationship is not satisfactorily resolved or communicated. Ways in which the process can be managed to reduce the size of the expectations gaps are considered.     

Healthier futures: primary care nurses’ food knowledge and patient advice

In Finland there are valid questions being asked about the sustainability of the current provision in state healthcare systems. Structurally, lower birth rates and greater longevity mean that populations age and present the challenge of chronic illness management in later life for a larger proportion of the population. Culturally, some 50 years after the introduction of a state healthcare system, ageing populations will have greater expectations of service quality than their predecessors. Paradoxically, they will also have a greater engagement with lifestyles which themselves will bring new challenges to long‐term health status. There is no single solution to the complex problem of service sustainability but undoubtedly health education provides some potential to limit future demands. Diet‐related illness and incapacity are specific health challenges for the coming decades but the problems can be substantially reduced by changing current behaviour. To make such changes possible, knowledge needs to be communicated effectively in terms of simplicity, accuracy and with appropriate timing. Health education can make a major contribution to service sustainability. This paper reports a study of primary care nurses (n = 50) in the Tampere area and examines their capacity to provide healthy eating advice. In this sample, nurses often demonstrated good levels of nutritional knowledge on which to base patient advice, but there was considerable variation. Arguably, focused in‐service training would provide updating on theory and practice for more consistent advice and better prospects for behavioural change.     

Assessing Marketing Performance: Reasons for Metrics Selection

In recent years both practitioners and academics have shown an increasing interest in the assessment of marketing performance. This paper explores the metrics that firms select and some reasons for those choices. Our data are drawn from two UK studies. The first reports practitioner usage by the main metrics categories (consumer behaviour and intermediate, trade customer, competitor, accounting and innovativeness). The second considers which individual metrics are seen as the most important and whether that differs by sector. The role of brand equity in performance assessment and top management orientations are key considerations. We found consistency between orientation and metrics. Within these categories we identified 19 metrics that could be regarded as primary and could therefore serve as a short-list for initial selection. However, the sector importantly moderates that selection, not least because competitive benchmarking requires similar metrics to be available. Control, orientation and institutional theories appeared to influence metrics selection and the absence of agency theory is probably due to the research method of this paper. We concluded with some propositions formally to test the basis of metrics selection.     

React to the future: political visualization,emotional reactions and political behavior

Abstract

This study explores the mediating role political visualization – the process of imagining future political scenarios – plays in determining how political advertising affects voting behaviour. Specifically, we theorize that when partisans are exposed to political ads that are narrative (compared to non-narrative) in nature, they will engage in more political visualization. Partisans will then experience emotional reactions to these imagined futures – specifically, enthusiasm for the in-group candidate and anger towards the out-group candidate. These emotional reactions, in turn, will make a partisan more likely to vote for the in-group candidate and less likely to vote for the out-group candidate. We test this model by employing an experimental design where American partisans were presented a political ad (in the form of an email) that is either narrative or non-narrative. Results provide support for most of our expectations and suggest that visualization may play an important role in determining the influence of a political ad.