Operations in banking: the service quality and effects on satisfaction and loyalty

This paper studies the service quality provided by the banks. The objectives are (i) to identify which aspects of the transactions carried out by the banks are important for the service quality perceived by the customers, taking into account some aspects that are sometimes ignored (online channels) and (ii) to observe how service quality influences customer satisfaction and how customer satisfaction affects the loyalty towards the bank. Using a factor analysis, the research identifies the operative, physical, new technologies and human factors. Next, using structural equations models with AMOS, the results show an influence of the operative aspects and the new technologies on service quality, as well as the confirmation of quality as a precedent to customer satisfaction, and how such satisfaction influences on customer's loyalty towards the bank.     

Celebrity influences on consumer decision making: new insights and research directions

ABSTRACT

Throughout human history, people have expressed admiration for heroes who possessed extraordinary abilities and achieved superhuman goals. For many, modern-day celebrities fulfil this role and are prominent in various marketing communications activities. This paper addresses the literature review gaps and provides an in-depth review of the psychological and social psychological perspectives which are relevant to the celebrity endorsement literature. The contributions of this paper consist of a detailed analysis of important types of consumer-celebrity relationships, key emotional drivers (e.g. envy and admiration) of celebrity influence and the development of an original conceptual model. The conceptual model pulls together the past research and identifies new research gaps, which synthesises different research perspectives and provides a sound theoretical basis guiding future researchers and marketing managers.     

The institutional embeddedness of local inter-firm networks: a leverage for business creation

There is an increasing concern for the notion of ‘embeddedness’ of economic activity; yet the conceptualization of the concept and its operationalization remain underdeveloped. First, embeddedness may concern, on the one hand, the structure of relations that tie economic actors together (structural embeddedness) and, on the other hand, the social strands supplementing economic strands in each relation (substantive embeddedness). In this paper, a network framework is outlined which proposes several layers or ‘orders’ of embeddedness. Focusing on small firms, the point of departure is individual exchange relationships as personal ties combining economic and social concerns. First-order embeddedness concerns the localized business networks created by combining these dyadic relations. Second-order embeddedness is achieved when considering also the memberships of business persons in economic and social local institutions while third-order embeddedness concerns the special cases where these institutions bridge gaps between firms. The network model is operationalized and applied to a small Swedish industrial (furniture) community, its firms and economic/social institutions. The findings generally support the applicability of the model and demonstrate the supplementarity of different layers/orders of embeddedness. Further research challenges are deduced and implications for practitioners are provided.     

Next Generation External Venturing Practices in Family Owned Businesses

Drawing on an Entrepreneurship as Practice (EaP) approach, this article examines how next generation members in family owned businesses (FOBs) engage in external venturing. Our study builds on longitudinal qualitative research in two Mexican FOBs where the next generation launched ten ventures. It reveals five different practices of external venturing used by next generation family members: ‘obtaining family approval’, ‘bypassing family’, ‘family venture mimicking’, ‘jockeying in family’, and ‘jockeying around family’. The five practices are combined into three routes for external venturing: ‘imitating the family business’, ‘splitting the family business’, and ‘surpassing the family business’. Building on notions from Michel de Certeau’s practice theory, this study contributes to theorizing the five practices as ways of operating and the routes as modes of sensing to better understand how next generation family members deal with settings featured by dominant orders within the family and the FOB in their attempts to originate and launch their new ventures.     

Ambiguity in Problem Framing as a Barrier to Collective Actions: Some Hints from Groundwater Protection Policy in the Apulia Region

Differences in problem framing and understanding are unavoidable in multi-actor decision-making processes, deeming ambiguous problem definitions and actions. The presence of ambiguity may have diverse implications. On the one hand, a diversity in frames can enhance the co-production of knowledge offering opportunities for innovative solutions. On the other hand, the presence of ambiguity can be a source of discrepancies or conflict in a group, hampering the implementation and/or reducing the effectiveness of environmental policy. This work demonstrates that neglecting ambiguity in problem framing leads decision-actors to simplify the interaction space by ignoring the role of some of the other decision-actors and/or making wrong assumptions about their mental models. Moreover, they act as if the system is as simple as the decision-actors presume it to be. To demonstrate these hypotheses, a Causal Loop Diagram method was implemented to investigate the policy resistance mechanisms hampering the implementation of sustainable groundwater abstraction policy in the Apulia Region (Southern Italy).     

THE POLITICAL ECONOMY OF FISCAL DEFICITS: A SURVEY

Abstract This paper surveys recent literature, both theoretical and empirical, regarding political explanations for fiscal deficits. Political economy suggests conflicts of interest may lie behind the emergence of deficits: (1) Opportunistic politicians generate deficits to win elections, even in conflict with general welfare; (2) Conflicts of interests between politicians’ partisan preferences create incentives for (at least some) incumbents to run deficits and (3) Conflicts of interest between different social groups or regions generate tensions in the allocation of government resources leading to overspending. This paper reviews these different strands of the literature. It also covers contributions that highlight the crucial role of budget institutions in determining the extent to which the political motivations to generate deficits are indeed translated into poor fiscal outcomes. Promising avenues for future research are highlighted.     

Dynamics of analysts' coverage and the firms' information environment

The main goal of this paper is to study analysts' coverage of stocks. Through a series of ordered probit regressions the paper studies the relationship between changes in coverage and the information environment of a firm.Coverage decreases on average with higher errors in estimation. The data also shows that coverage is less likely to decrease for physically large firms, but more likely to decrease for firms with high lagged market value. Higher past revisions to the predictions also decrease coverage, showing a real cost of uncertainty.     

Deprivation and the Dimensionality of Welfare: A Variable‐Selection Cluster‐Analysis Approach

We approach the problems of measuring the dimensionality of welfare and that of identifying the multidimensionally poor, by first finding the poor using the original space of attributes, and then reducing the welfare space. The starting point is the notion that the “poor” constitutes a group of individuals that are essentially different from the “non‐poor” in a truly multidimensional framework. Once this group has been identified through a clustering procedure, we propose reducing the dimension of the original welfare space using recent blinding methods for variable selection. We implement our approach to the case of Latin America based on the Gallup World Poll, which contains ample information on many dimensions of welfare.     

Hybrid Choice Models: Progress and Challenges

We discuss the development of predictive choice models that go beyond the random utility model in its narrowest formulation. Such approaches incorporate several elements of cognitive process that have been identified as important to the choice process, including strong dependence on history and context, perception formation, and latent constraints. A flexible and practical hybrid choice model is presented that integrates many types of discrete choice modeling methods, draws on different types of data, and allows for flexible disturbances and explicit modeling of latent psychological explanatory variables, heterogeneity, and latent segmentation. Both progress and challenges related to the development of the hybrid choice model are presented.     

Circular economy in Latin America: A systematic literature review

The purpose of this study is to identify circular economy concept trends of Latin America with regards to Europe, in which a systematic review of literature (SRL) was made using Scopus data in order to define the search, to select the relevant articles, and to analyze the results. Seventy‐one articles from Scopus were reviewed, and the analysis was complemented by the analysis with 57 documents from other scientific Web browsers such as Mendeley, Scopus, Academic Google, ScienceDirect, and SciELo which sum a total of 128 documents which the majority have come from Europe. Main concepts were identified, barriers and trends. The main conclusion was which the current concept is not very clear; in spite of Europe knows that limitation, Latin America is making the same mistake implementation.