Retail service quality as a key activator of grocery store loyalty

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty.     

Ageing-related services as a key element for social cohesion

The aim of this article is to carry out an empirical analysis of certain factors related to dependence in Spain and additionally to study the intensity of the use of health resources by dependents. Age appears to be the main socio-demographic factor related to dependence, which confirms the need for measures to deal with the demographic changes taking place. Thus, providing services to cover long-term care could become an important instrument for social cohesion. Multivariate analysis does not reveal a strong link between the use of healthcare services and dependence that would justify the joint management of the two systems. This means that self-regulating management of dependence and healthcare systems may be adequate except in the case of severe dependency.     

The country-of-origin lie: impact of foreign branding on customers’ willingness to buy and willingness to pay when the product’s actual origin is disclosed

If you think about the last television commercial for an Italian pasta brand you have seen, are you sure it is really Italian? In many cases, especially in the food sector, neither the company nor the product originate from the advertised country, meaning that the company is pursuing a foreign branding strategy and is trying to benefit from positive stereotypes customers have about the specific foreign country. By collecting both quantitative and qualitative data through a point-of-sale intercept survey, this article assesses the impact of alleged origins on customers’ willingness to buy (WTB) and willingness to pay (WTP) if the actual origin is disclosed. The sample consisted of 200 German customers who were asked to answer questions related to one of two hedonic products they had just bought. It is empirically shown that foreign branding has a positive impact on the brand’s performance. However, as soon as customers find out that they were misled with regard to the origin of the product, both their WTB and their WTP decrease. This study contributes to the knowledge on the role of products’ origins on customers’ WTB and WTP. In contrast to the vast majority of the studies in this field, the communicated origin of the product is based on a foreign branding strategy and not on the product’s actual origin. Consequently, it was possible to manipulate within-subject variables by disclosing the actual origin of the product. The results of our study suggest that foreign branding may be a successful strategy for companies to increase their customers’ WTB and WTP. At the same time, our results raise concerns about the suitability of foreign branding as a long-term marketing strategy, unless a company can successfully maintain its foreign image. Future research opportunities include the choice of consumers with a different cultural background, of other hedonic products or of utilitarian products.     

Consumer protection in the Greek legislation

Greek law only recently has discovered the consumer as an object of protection. Even though there is no specific consumer legislation in Greece, case law and legal writing are becoming concerned with the inferior position of the consumer in the market place and are therefore developing more adequate instruments of protection. EEC legislation forces Greece to reform its law. The paper analyses different areas of law which have been shaped by the consumer impulse, most notably unfair and restrictive trade practices legislation, market regulations, product liability rules, and the prohibition of unfair contract terms. According to the author, implementation in these areas is not quite satisfactory, especially as far as conformity with EEC directives is concerned.

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Verbraucherschutz in der griechischen Gesetzgebung

Zusammenfassung Der Aufsatz gibt einen Überblick über den gegenwärtigen Stand des Verbraucherschutzes im griechischen Recht. Hier sind noch erhebliche Defizite festzustellen, da sich kein Gesetz speziell mit dem Schutz des Verbrauchers befaßt. Ein wichtiger Impuls für die Verbrauchergesetzgebung geht von der Notwendigkeit Griechenlands aus, sich den EG-Richtlinien anzupassen. Die Rechtsprechung benutzt die Generalklauseln, um den Schutz des Verbrauchers zu verbessern. Im Schrifttum zeigt sich ein verstärktes Interesse für theoretische und praktische Fragen des Verbraucherschutzes. Der Aufsatz untersucht dann im einzelnen die verbraucherpolitische Bedeutung des Wettbewerbsrechts (sowohl Lauterkeits- wie Beschränkungsrecht), des Marktordnungsrechts, des Produkthaftungsrechts und des Rechts der allgemeinen Geschäftsbedingungen. Hingewiesen wird auf Schutzlücken und auf Implementationsdefizite, insbesondere im Verhältnis zum EG-Recht, aber auch auf neue Tendenzen zur Anwendung und Reform des vorhandenen Instrumentariums.

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Elisa Alexandridou is Professor of Commercial Law at the Law Faculty, Demokritos University of Thrace, Queen Olgas 70, Thessaloniki, Greece.     

The dynamics of switching between governmental and independent venture capitalists: theory and evidence

Small Business Economics - In this paper, we study the switching dynamics between independent VCs (IVCs) and governmental VCs (GVCs) by means of a theoretical model and an empirical analysis. By...     

Construal level and collaborative consumption: An exploratory approach

What motivates the participation in collaborative consumption, a part of the economy that will move 300 billion dollars by 2025? The literature presents external factors to the consumer as a form of incentive or limitation, such as economic opportunity, search for a sustainable society or emergence of a marketplace with no regulations. A few quantitative articles focused on understanding this access phenomenon, by analyzing the consumer as the main subject of research. However, it is possible to analyze this behaviour in the light of a theory that has not yet being explored within the collaborative consumer literature: The Construal Level Theory (CLT). This article aims to demonstrate that CLT presents a plausible explanation for adoption and access to collaborative consumption. The CLT's main idea is that consumers develop their interpretations on two levels: a higher one, focused on more abstract and simple situations; and a lower one, where judgments are conducted more concretely and complexly. Studies on CLT have shown that attitudes are usually constructed at high levels of interpretation, while behaviour is interpreted within lower levels. We propose that collaborative consumption can be reflected by consumers’ high or low levels and so defining the consumer's behaviour in this context.     

The Moderating Role of Local vs. Foreign Shopping Context in Consumer Experience

The current study seeks to provide a better understanding of how consumers experience shopping and whether it is contingent on local vs. foreign contexts (i.e., local vs. foreign brand department store). Using data collected by an intercept method with shoppers at a local and foreign brand department store in China, the current study finds that different types of values (i.e., emotional and intellectual) are associated with a local vs. foreign shopping context, which, in turn, affects consumer trust and customer loyalty. Results contribute to consumer experience and branding literature, and suggest that domestic companies should not blindly replicate management and operational practices of foreign companies.     

Funzioni di Green per equazioni differenziali ordinarie e applicazioni in finanza

Nella letteratura finanziaria è ricorrente la presenza di problemi ai valori iniziali o ai limiti, non omogenei, la cui soluzione può essere espressa in forma integrale. A tal fine si utilizza un nucleo, detto funzione di Green, di cui è possibile indagare le proprietà e fornire un'interpretazione probabilistica. Il presente lavoro esamina e rielabora tale metodo risolutivo, usato per la valutazione di funzionali di processi stocastici privi di fattori di sconto. D'altro canto, nella letteratura finanziaria sono presenti funzionali al cui interno è riconoscibile un fattore di sconto. Definiremo la funzione di Green anche in relazione ad essi e li studieremo al di fuori del caso browniano, già noto.Summary Second-order ordinary differential equations, both linear and non-homogeneous, play an important role in Finance. Integral form solutions to the corresponding initial or boundary-value problems — in the spirit of the Feynmac-Kac representation — are well-known. They are based on a kernel, known as Green's function. This method has been applied almost exclusively to the representation of functionals of stochastic processes with no discount factor. In Finance however we are mainly concerned with functionals presenting a discount factor, which have been extensively studied for the brownian case only. As a consequence, the paper firstly reviews the concept and properties of the Green function, especially with reference to the standard evaluation of functionals of stochastic processes. Secondly, it develops a Green's function approach for discounted functionals. Finally, it suggests applications and extensions.

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L'autrice è grata ad un anonimo referee per i suggerimenti dati al lavoro, che ha goduto del parziale finanziamento MURST 40% (Intermediazione finanziaria, funzionamento dei mercati ed economia reale).     

Where do firms' recombinant capabilities come from? Intraorganizational networks,knowledge, and firms' ability to innovate through technological recombination

A firm's innovativeness is driven by its ability to recombine existing technologies. Elaborating on this argument, we contend that there exist two distinct types of recombinant capabilities. First, firms may innovate through recombinant creation, i.e., by creating technological combinations new to the firm. Second, they may innovate through recombinant reuse; i.e., by reconfiguring combinations already known to the firm. We study what drives each type of capability by examining two factors: the degree of integration of a firm's intraorganizational network and the diversity of its knowledge base. We test our theoretical predictions using data on 126 semiconductor firms between 1984 and 2003. Our analyses indicate that factors that favor recombinant creation generally hinder recombinant reuse and vice versa; however, combining an integrated collaboration network and a diverse knowledge base may concurrently enhance both recombinant capabilities. Copyright © 2013 John Wiley & Sons, Ltd.