Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

Abstract

One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association with relevant situational factors. This gap is addressed with a new conceptual framework incorporating two situational variables – customer dissatisfaction and involvement – and two consumer traits – impulsivity and self-monitoring. Several hypotheses about their main and interaction effects are tested in two different contexts, using a survey-based study in three countries (Singapore, South Korea, and the United States). Specifically, it is shown that CCB is positively associated with involvement and impulsivity, and negatively with self-monitoring. Involvement and impulsivity are shown to moderate the association between dissatisfaction and CCB positively, and self-monitoring moderates it negatively. Some implications and directions for future research are also discussed.     

What Is Personalization? Perspectives on the Design and Implementation of Personalization in Information Systems

In e-commerce and mobile commerce, personalization has been recognized as an important approach element in customer relationships and Web strategies. However, there are wide differences in how this concept is defined, characterized, and implemented in the literature. In this article we present a high-level framework for classifying approaches to personalization that delineates fundamental assumptions about personalization in the literature and relates them to strategies for developing personalization systems. The framework consists of 2 parts: (a) a set of perspectives on personalization that guide the design of personalization systems at a general level and (b) a scheme for classifying how personalization can be implemented. The personalization perspectives represent 4 distinct schools of thought on the nature of personalization distilled from the literature of several fields. These perspectives are ideal types and we discuss them in terms of the motivation they supply for personalization, the goals and means of personalization, and the ways in which they conceptualize and model users. The implementation classification scheme is constructed on 3 dimensions of implementation choices. These 3 dimensions pertain to what to personalize (content, interface, functionality, channel), to whom to personalize (individuals or categories of individuals) as well as who does the personalization (implicit or explicit personalization). The personalization perspectives represent particular concepts of personalization that guide general design choices; these choices are implemented via the options described in the implementation classification scheme. The framework contributes to the development of a common theoretical basis for the study of personalization. We discuss implications of the framework for design of personalization systems and future research directions.     

Reasoned Ethical Engagement: Ethical Values of Consumers as Primary Antecedents of Instrumental Actions Towards Multinationals

We examine the implications of the US government’s too-big-to-fail (TBTF) policy as it has been applied to banks. Using alternative measures of risk, we compare the risk-taking behavior of 11 TBTF banks, identified by the Comptroller of the Currency in 1984, to a number of non-TBTF banks. We provide both theory and new empirical evidence to support our argument that the TBTF policy leads management to significantly increase risk-taking, with no corresponding increase in performance. While prior studies have considered the effects of the TBTF policy on limited, but risk-related aspects of bank behavior, such as the cost of funds, our study provides direct evidence about the risk-taking behavior associated with the TBTF policy. Our study has important implications for the current political debate regarding the too-big-to-fail policy.     

International productivity and factor price comparisons

Using OECD input–output tables for a diverse group of 33 countries in the year 2000 and estimates of each country's factor stocks, I compute factor payments for aggregate labor and capital with value-added data adjusted for self-employment by sector. Using a detailed technology matrix for the U.S., I compute factor-specific productivity measures in each country relative to the U.S., and show that these measures are strongly correlated with the pattern of wages and rental rates. I find that many low income countries with low labor productivity have relatively high capital productivity. I also find a distinctive pattern between factor productivity and factor payments depending on whether a country has a high or low wage-rental ratio compared to the U.S. I show these findings are consistent with the existence of sector-based differences in production technology and complementarities between factors.     

The moderating effects of gender and inside versus outside sales role in multifaceted job satisfaction

Two key trends in B2B sales organizations are increased representation by females in sales roles and a shift toward more inside sales positions than has been true in the past. Prior work on multifaceted job satisfaction among salespeople has not fully taken these elements into account. This study furthers the literature by examining the moderating role of gender and inside versus outside sales role on multifaceted job satisfaction. Results provide opportunity for provocative discussion among sales organizational leadership of more customized approaches to improve the satisfaction of the sales force.     

Co‐movements in commodity prices: a note based on network analysis

This article analyses co‐movements in a wide group of commodity prices during the time period 1992–2010. Our methodological approach is based on the correlation matrix and the networks inside. Through this approach we are able to summarize global interaction and interdependence, capturing the existing heterogeneity in the degrees of synchronization between commodity prices. Our results produce two main findings: (a) we do not observe a persistent increase in the degree of co‐movement of the commodity prices in our time sample, however from mid‐2008 to the end of 2009 co‐movements almost doubled when compared with the average correlation; (b) we observe three groups of commodities which have exhibited similar price dynamics (metals, oil and grains, and oilseeds) and which have increased their degree of co‐movement during the sampled period.     

Executive compensation in less regulated markets: the impact of debt monitoring

This paper shows that in the lightly regulated Alternative Investment Market (AIM) voluntary corporate board structures might not reduce agency costs between shareholder and executive directors. In this less regulated market, we find that the extent of debt affects executive pay. In addition, the theoretical determinants of executive pay affect CEO and other executives’ pay and incentives differently in this market. We find no evidence that debt levels affect CEO pay in a matched sample of Main Market firms. Our results suggest that debtholders could be better monitors of executive directors’ actions, in comparison to voluntary governance committees in less regulated markets.     

Time series momentum and moving average trading rules

We compare and contrast time series momentum (TSMOM) and moving average (MA) trading rules so as to better understand the sources of their profitability. These rules are closely related; however, there are important differences. TSMOM signals occur at points that coincide with a MA direction change, whereas MA buy (sell) signals only require price to move above (below) a MA. Our empirical results show MA rules frequently give earlier signals leading to meaningful return gains. Both rules perform best outside of large stock series which may explain the puzzle of their popularity with investors, yet lack of supportive evidence in academic studies.