The Attitudes of Certified Public Accountants Toward Solicitation

ABSTRACT

A recent Supreme Court ruling disallows prohibitions of certified public accountant solicitation. This paper provides a historical development of certified public accountant solicitation and a study is conducted to investigate the attitudes of certified public accountants toward solicitation. The results suggest that while certified public accountants generally are ambivalent toward solicitation, they perceive that they might need to solicit as a defensive competitive tactic. Moreover, the results indicate that selected demographic characteristics significantly influence the certified public accountants' attitudes toward solicitation. The younger certified public accountants, those certified public accountants who have been in practice fewer years, and those certified public accountants employed by less established firms appear to hold much more positive views toward solicitation.     

Some Evidence on the Early Price Effects of Attorney Advertising in the USA

When the US Supreme Court gave attorneys in the US the right to advertise their fees for routine legal services, the Court assumed that such fees would fall as a result of attorney advertising. According to economic theory, however, it is not clear what impact seller advertising will have on market prices. A major research effort designed to measure the price effects of attorney advertising in the USA began one year after the Bates decision. Some of the major findings of that study are presented in this paper. While none of the study's results so far indicates that the price effects of attorney advertising in the short run are likely to be substantial, the results suggest that the level of routine legal service fees may fall slightly or remain unchanged in constant dollar terms as a result of attorneys' use of advertising to promote their services and prices.     

The Advertising of Legal Services to Small Business Executives

ABSTRACT

Providers of professional services have become more interested in advertising their practice as competition has increased in several areas. The author empirically analyzes the elements of professional service print advertisements that would most influence a client's selection and recommendation of a particular firm. The results indicate that displaying a high level of professional qualifications, many specific services targeted toward a particular segment, and a specific consultation fee have a positive impact on customer selection and recommendation decisions.     

Understanding the Impact of Health Reform on the States: Expansion of Coverage through Medicaid and Exchanges

The Affordable Care Act (ACA) expands Medicaid coverage and creates subsidized state health insurance exchanges. The implementation of the ACA will impact the states and consequently the state residents differently. We discuss the factors contributing to the variation in uninsured rates and the Medicaid population, and we predict that these underlying economic, demographic factors and state policies will continue to affect health insurance coverage. Using data from the March 2010 Current Population Survey (CPS), we examine health care coverage at the state level prior to the ACA and forecast the percentage of state residents eligible for expanded Medicaid and the exchanges. Our results suggest the percentage of state population eligible for expanded Medicaid and subsidized exchanges will vary considerably, especially for adults. Further, we show that current state Medicaid eligibility rules, the percentage of employers offering health insurance and poverty rates will continue to shape the variation in projected health insurance coverage across the states. Finally, we discuss the potential impact of the Supreme Court decision that allowed states to opt‐out of Medicaid expansion.     

Service Recovery,Justice Perception,and Forgiveness: The “Other Customers” Perspectives

ABSTRACT

While extant research has examined the effects of service recovery on customer attitude and behavior, little is known about whether customers react differently to the same recovery depending on whether they are victims or observers of a service failure. Adopting the “other customers” perspectives, this study used a quasiexperimental design using scenarios in a professional services context with 267 U.S. respondents recruited from Qualtrics national online panel. We found that when compensation is offered, victims will perceive a higher level of distributive justice than observers. However, the effects of service recovery on forgiveness intention is stronger among observers than victims.     

The role of accounting information in revenue management

Revenue management (RM) uses differential pricing and other techniques to manage customer demand for a company's products and services. It judiciously trades off yield and spoilage, and brings rational approaches to pricing for goods and services with a limited shelf life. Because many types of businesses find that growing revenue has a disproportionate impact on operating profits, firms that know and manage their customer base often achieve better bottom-line results by growing revenue rather than by cost-cutting. Initially developed as a marketing tool for pricing airline tickets, today's numerous RM applications can benefit from accounting tools that help assess whether applications will enhance operating profit and monitor their success in doing so. Knowledge of a firm's cost structure, operating leverage in particular, and when to treat RM adjustments as special orders, are the principal accounting lynchpins. Opportunity cost variances and insights from the theory of constraints contribute to effective revenue management/profit enhancement programs. Use of proper accounting information and analytic techniques can help a tolerated union of necessity between RM programs and firm strategy become a desirable marriage of mutual choice.     

A Gap Analysis of a CPA Tax Service and the Implications for Enhancing Service Quality

ABSTRACT

Certified Public Accounting (CPA) firms are “pure” services where the customer is buying the knowledge and expertise of the accounting professional. Marketing the “expertise” of certified public accounting firms is challenging because the client's expected and perceived levels of service quality is not clearly understood. This article presents a service blueprint of an income tax service and highlights potential failure points that can impact process and outcome qualities. Some recommendations are made for improving the tax service to achieve higher levels of service quality.     

A Normative Model for Improving Services Quality

Abstract

As services businesses continue to proliferate, competition among professional and retail service providers rapidly intensifies. Amidst the competitive wars, service marketers are seeking new, innovative ways to improve services quality in order to maintain their competitive position. Many of the existing approaches are geared toward larger operations. This article proposes a normative model of services quality for service organizations of varying types and sizes with an emphasis on the small service provider. The utilization of this model can assist service providers in improving the quality of their service and overall customer satisfaction.     

Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents

Purpose: This article studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of an industrial cluster. Loyalty is a key variable for studying long-term relationships between firms.

Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are central to explaining customer loyalty. However, very few business-to-business (B2B) studies explain the antecedents of customer loyalty, where perceived value acquires a multidimensional perspective. This study adopts the relationship marketing approach, and loyalty behavior is analyzed in a specific setting: an industrial cluster. Furthermore, the effect of the number of suppliers is analyzed as a possible moderator in the relationships of the model.

Methodology approach: We have chosen the Spanish tile cluster to test a series of hypotheses. Questionnaires were elaborated from primary and secondary information and structural equation models (SEM) have been used for statistical treatment and confirmatory factor analysis (CFA).

Findings: This study highlights the importance of the relationships among perceived value, satisfaction, and loyalty and the importance of the different dimensions of perceived value.

Practical implications: The empirical study and the results provide important evidence for managers, specifically, the critical influence of the emotional and social perceived values by the customer on his or her level of satisfaction and on the achievement of final loyalty—the importance in the commercial training programs of this matters.

Originality, value, and contribution: This study highlights the importance of the most intangibles dimensions of value for the industrial cluster relations between companies.     

An Investigation of Antecedents for the Development of Customer Support Services in Manufacturing Companies

ABSTRACT

There is widespread agreement in the literature that customer satisfaction is an important driver of organizational performance. However, existing research has tended to focus on only a few variables which mediate the link between customer satisfaction and organizational performance (especially customer loyalty). The goal of this paper is to provide deeper insights into the outcomes of customer satisfaction by studying the link between customer satisfaction and price sensitivity, drawing upon different theoretical perspectives (i.e., transaction cost theory and equity theory). The study is based on a dyadic data set collected from salespeople and their customers across multiple manufacturing and services industries in a business-to-business context. Results indicate the presence of an inverse relationship between customer satisfaction and price sensitivity. Findings also indicate that the link under consideration is particularly strong in the case of high product/service specificity and product/service complexity.     

Predicting satisfaction and intentions to use online food delivery: What really makes a difference?

ABSTRACT

Online food delivery (OFD) is no longer a new concept for the majority of Americans. Large food delivery companies make millions in revenues and those numbers are expected to increase. This study was conducted to investigate customer intentions to use OFD services through the evaluation of satisfaction, food quality, and OFD service quality. The OFD service quality was assessed via e-SELFQUAL dimensions, and included perceived control, service convenience, customer service, and service fulfillment. The study determined that food quality, control, customer service, and service fulfillment affect customer satisfaction in online food delivery services. Customer satisfaction showed a strong positive impact on behavioral intentions to use OFD.     

Sexual Harassment in the Public Accounting Profession?

Federal discrimination laws have defined two distinct types of activity that constitute sexual harassment – "hostile environment" and "quid pro quo." The Civil Rights Act of 1991 and more recent Supreme Court rulings make it easier for workers to win lawsuits claiming they were sexually harassed in the work environment.While the public accounting profession continues to address gender-related problems, it remains vulnerable to claims of sexual harassment. In an attempt to better understand the underlying risk the public accounting profession faces, this study focuses on identifying (1) the extent of sexual harassment in the public accounting profession, (2) the type of harassing behavior that is most common, and (3) where the harassment occurs.The research questions are addressed through a survey of female public accounting professionals who are members of the American Institute of Certified Public Accountants (AICPA). Their responses provide evidence that public accounting firms are exposed to significant internal risk. Sexual harassment and a sense of frustration in coping with this issue is evident in the data.Public accounting firms and their respective clients must pause and evaluate their working environment. The responsibility to design and establish a business atmosphere that will encourage and maintain professional relationships between colleagues lies with these firms.     

Analysing the drivers of customer happiness at authorized workshops and improving retention

Due to increased business competition, customer happiness has drawn significant interest in recent times. With customer happiness at authorized workshops in mind, workshops are trying hard to give the best services to customers so that they feel happy and return even after free services. However, customers are not using regular maintenance services properly although their vehicles are still under warranty. Literature shows that there is a direct relationship between company performance and customer happiness. However, no literature is available related to sustaining customer happiness and improving retention after free services. Therefore, the study aims to identify the drivers of customer happiness at authorized automotive workshops and prioritize them, allowing service providers to improve services to help in improving customer retention even after free services. To achieve this aim, a two-phased research methodology was used. In the first phase, an extensive literature review was carried out to list drivers of customer happiness; and finalized the drivers empirically. Fuzzy Analytical Hierarchy Process (AHP) was employed in the second phase to prioritize the drivers. The ‘technological’ driver has been reported as the most important sustainable driver of customer happiness followed by ‘social’ driver. This study will help service providers to plan resources effectively and increase customer happiness at authorized workshops; this will improve retention even after free services. To check the robustness of results, sensitivity analysis is performed.     

Never Say Never—Status Quo and Research Agenda for Relationship Termination in B2B Markets

Section I: In this conceptual paper we will present the current research findings on relationship termination in B2B context and, we will derive a framework of customer defection and customer recovery management.     

Virtual customer environment design and organizational innovation: An exploration–exploitation perspective

ABSTRACT

Many firms are developing virtual customer environments (VCEs) that provide customers the opportunity to submit, discuss, and vote for new ideas. Some studies show that VCEs promote the development of incremental improvements in existing products and services (i.e., exploitative innovation). However, other studies find that customers working in VCEs will often suggest radical ideas for brand new products and services (i.e., exploratory innovation). Exploration and exploitation are often incompatible; thus, we address this paradox by investigating whether the design of a firm’s VCE architecture is related to the firm’s exploratory innovation activity and exploitative innovation activity. Using matched data collected from VCEs and managers, we show that two-way information exchange VCE tools facilitate exploratory innovation, and one-way information exchange VCE tools enhance exploitative innovation. We also find that absorptive capacity positively moderates the latter relationship. Our findings have implications for research and practice in VCEs, organizational innovation, and organizational learning.     

An Exploratory Study of the Critical Success Factors of One-to-One Web-Marketing: User Perspectives

ABSTRACT

Dell provides personalized marketing services through the Internet (Fischer et al., 2000). This type of application of the Internet is referred to as One-to-One Web-marketing. A review of the current literature relevant to information management and marketing revealed that, relative to other topics, research into this area is lacking. This study addresses this by exploring the Critical Success Factors (CSF) of One- to-One Web-marketing from the user's perspective. It employed a triangulation method of integrating qualitative and quantitative designs in a three-stage research process. The research results revealed that there are five Critical Success Factors of One-to-One Web-marketing from the user perspectives: (1) the satisfaction of customer requirements, (2) the identification of customer differentiation, (3) the design of a quality user interface, (4) the establishment of customer recognition, and (5) the provision of customized services.     

Building Customer-Brand Relationships through Customer Brand Engagement

Abstract

Engagement has surfaced as a vital tool in marketing to enhance the customer’s relationships and loyalty with brands. Despite this, there is dearth of empirical studies focusing on the role of customer engagement within the context of brands. Thus, the main objective of this study is to investigate the role of customer brand engagement in building customer-brand relationships and brand loyalty within the context of hotel industry. Using convenience sampling technique, a sample of 418 respondents has been collected through self-administered questionnaire method from the users of hotel services in India. The study findings suggest that different dimensions of customer brand engagement vary in terms of their influence on customer-brand relationships and brand loyalty. In addition, customer-brand relationships exhibit positive and significant influence on brand loyalty. This present study enhances the understanding of customer brand engagement construct by empirically verifying its relevance in determining the long-term success of firms/brands.     

Customer Lifetime Value as the Basis of Customer Segmentation

SUMMARY

In this article, we examine current trends in customer life-time value and customer segmentation models and identify key issues for future research. CLV-based segmentation is a segmentation approach that groups customers into meaningful segments based upon customer lifetime value and (potentially) other factors. In the article, we discuss the extent to which CLV-based segmentation meets the criteria for effective segmentation. We also identify six areas for future research: (1) models and management of “micro-segments,” (2) using CLV-based segmentation to improve the efficiency of marketing programs, (3) the need for more dynamic CLV-based segmentation models, (4) applying CLV-based customer segmentation to new products and new customers, (5) challenges associated with implementing CLV-based segmentation, and (6) the need for new models that enable firms to segment customers by response to marketing activities and CLV at different points in the customer decision process.     

Effects of Extrinsic Attributes on Perceived Quality,Customer Value,and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries

ABSTRACT

The traditional formulation of customer value is a trade off of benefits and sacrifices, with intrinsic quality typically being the primary benefit, and price typically being the primary sacrifice. While additional sacrifices have been proposed in the literature (e.g., time and effort), we explore three additional benefits, the extrinsic attributes of industry leadership, innovation, and customer focus and their effects on a hierarchical quality-value-intention system. Data gathered from two distinct business-to-business domains, one goods and one services, showed that extrinsic attributes impacted elements of the quality-value-intention system. It was also found that quality and customer focus (an extrinsic attribute) differed in their effects across goods and services contexts. Managerial implications are discussed for creating customer perceived value in goods and services industries.     

The Role of Price in Consumer Quality Judgments for Professional Services

Abstract

Classifying services according to their level of search, experience and credence properties can help professional service providers better understand their customers. This research uses an experiment to study the influence of price information on consumer judgments of service quality and patronage intentions for professional services. The conceptual framework predicts that consumers believe in a price-quality relationship for search-based services but not necessarily for professional services that are high in credence properties. The study findings provide support for this proposition and suggest that professional service providers should carefully consider how consumers view their services when using price as a promotion tool.