When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated.     

Mediation in industrial disputes in Britain

This article presents an overview of mediation in industrial disputes, and examines the British experience of using this form of third-party intervention since the establishment of the Advisory, Conciliation and Arbitration Service in 1974. The Author concludes that there is scope for the development of mediation in dealing with particular types of industrial disputes.     

Contagion Effects from the 1994 Mexican Peso Crisis: Evidence from Chilean Stocks

The contagion, or informational spillover, effects of the 1994 peso crisis from the Mexican market to the Chilean market, and to the Chilean American Depository Receipts (ADRs) trading in the U.S., are examined. Significant excess returns are observed for Chilean stocks for the event dates of the Mexican Peso crisis, providing evidence of contagion effects. Significant excess returns on these Chilean ADRs are also observed for each of the five event dates associated with the Peso crisis, suggesting that the contagion effects spilled over to the ADRs. A multiple regression model shows that the spillover contagion effects were very efficiently transmitted from the Mexican market to the Chilean market to the Chilean ADRs. Multifactor regressions show that the most significant influence on the pricing of Chilean ADRs is the raw Chilean Index, rather than the Chilean Index expressed in U.S. dollars.     

Market orientation and customer satisfaction: Evidence from British machine tool industry

This paper examines empirically the relationship between market orientation and business performance in the context of British machine tool industry. An industry-specific market orientation scale was developed. Factor analysis revealed that there were four latent dimensions underlying the market orientation: customer orientation, competitor orientation, departmental responsiveness, and customer satisfaction orientation. Findings suggest that customer orientation and customer satisfaction orientation have a stronger impact on performance than the other dimensions, and that competitor orientation has a U-shape relationship with performance. Departmental responsiveness did not appear to be significantly related to the business performance. Managers could use the multidimensional conceptualization to develop particular kinds of orientations required for better performance.     

Transnational corporations and the global water industry

This article takes stock of foreign direct investment (FDI) undertaken by transnational corporations (TNCs) in the global water industry and examines the evidence on the impact of their operations in host countries. Between 1996 and 2006, approximately $12 billion were invested in water‐related sectors, of which 75% came from the private sector (including TNCs) from just four countries, while tentative calculations put the global share of investment by TNCs at 56%. Presently, 243 enterprises have interests in 409 water projects in 53 host countries. However, just six countries have received over half of the total investment. A survey of the evidence reports mixed results of the impact of TNCs' investment in host countries. It is argued that the biggest issue here is pricing, a dilemma that, alongside the privatization issue of host countries' water industry, is discussed in the concluding section. © 2011 Wiley Periodicals, Inc.     

Code of ethics quality: an international comparison of corporate staff support and regulation in Australia,Canada and the United States

The objective of this paper is to examine the ‘Code of Ethics Quality’ (CEQ) in the largest companies of Australia, Canada and the United States. For this purpose, a proposed CEQ construct has been applied. It appears from the empirical findings that while Australia, Canada and the United States are extremely similar in their economic and social development, there may well be distinct cultural mores and issues that are forming their business ethics practices. A research implication derived from the performed research is that the construct provides a selection of observable and measurable elements in the context of CEQ. The construct of CEQ consists of nine measures divided into two dimensions (i.e. staff support and regulation). They should not be seen as a complete list. On the contrary, it is encouraged that others propose and elaborate revisions and extensions. A practical implication of this paper is a structure of what and how to examine the CEQ in a managerial setting. It may assist companies in their efforts to establish, maintain and improve their ethical culture, norms and beliefs within the organization and supporting them in their ethical business practices with different stakeholders in the marketplace and society. The dimensions and measures of the construct may be used as a frame of reference for further research. They may be useful and applicable across contexts and over time using similar samples when it comes to large companies, as small‐ or medium‐sized ones may not have considered all areas nor have the elements in place. This is a research limitation, but it provides an opportunity for further research.     

Disrupting the consultants: Could the advisers use some advice?

Management consulting is a relatively new profession. Such consulting firms have become revered as thought‐leading think tanks and cutting‐edge research organizations. Yet, as they teach their clients to grow, thrive, and innovate, is it possible that top management consulting firms are being disrupted themselves? Even the most seemingly unassailable businesses fall victim to disruption, while others benefit from it to enjoy tremendous growth. Top consultancies are keenly aware of rising competition from emerging‐market information technology firms. Therefore, many have taken countermeasures such as expanding their operations in emerging markets and designing outsourcing strategies to mitigate cost gaps. Time will tell if these efforts prove successful. This article attempts to illustrate how the business of consulting is—after all—a business itself that is subject to the forces and perils therein. Top consultants would be well advised to confront disruption head on, rather than robotically focusing up‐market or silently hoping themselves immune. © 2010 Wiley Periodicals, Inc.     

Farmers' Preference for Farming: Evidence From a Nationally Representative Farm Survey in India

Using data from a nationally representative farm survey in India, we have analyzed Indian farmers' stated preference for farming as a profession. Findings show that more than 40% of farmers dislike farming as a profession because of low profits, high risk, and lack of social status, yet they continue with it owing to a lack of opportunities outside agriculture. Farmers who express a preference for moving out of agriculture are mostly those with small landholdings, poor irrigation facilities, fewer productive assets including livestock, and follow a cereal‐centric cropping pattern. They also have relatively lower access to credit, insurance, and information, and are weakly integrated with social networks such as self‐help groups and farmers' organizations. Importantly, the disinclination for farming, conditional on other covariates, is not significantly differentiated by caste, an important indicator of social status in rural India. Yet, within a caste group, the dislike for farming moderates with larger landholdings.     

DISCRIMINANT FUNCTION ANALYSIS OF SMALL FARMERS AND LANDLESS IN INDIA*

The small farmers and landless in India are faced with the vicious cycle of low incomes, low savings, low investment and uneconomic size of operational holdings and often are nonviable. Using data for the Haryana State of Northern India for 1977/78, the linear discriminant function was used to identify those factors which will make the majority of small farmers and landless in India a viable entity. Analysis of these data indicated that per hectare fertiliser use, area under high yielding crop varieties, operational size of holding and working capital are the factors which affect the viability of the small farmers and landless. As compared to the simple regression analysis discriminant function approach has been found an effective tool for discriminating the two social groups and for predicting the sponsored social change. However, the use of the discriminant function may be limited if the qualitative independent variable has more than two classes and its orderings are not in sequence.     

The nutrition transition and agricultural transformation: a Preston curve approach

The nutrition transition in diets and health is closely tied to other aspects of economic development, including agricultural transformation and urbanization as well as demographic change and epidemiological transition from infectious to noncommunicable disease. Over time, dietary patterns typically shift from widespread inadequacy of many foods and nutrients, especially for children and mothers, into surplus energy intake and rising obesity with continued inadequacy of healthier foods. Diet‐related diseases remain the largest single cause of premature death and disability in all regions. This article combines food availability and dietary intake data from more than 100 countries over 30 years with a wide range of other evidence to characterize the nutrition transition and its association with changes in agricultural production and the food environment, asking how future dietary patterns might be steered toward healthier outcomes as national incomes grow.