Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis

Previous empirical research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. In a consumer‐durables context the authors analyze the moderating effect of selected personal characteristics on the satisfaction–loyalty link. The empirical findings, which are based on multiple‐group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the customer. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction–loyalty relationship. © 2001 John Wiley & Sons, Inc.     

KfW/ZEW CO2 Panel: Vermeiden oder kaufen – Deutsche Unternehmen im Emissionshandel

The European Emission Trading Scheme (EU-ETS) is the first large-scale and inter-regional trading scheme for greenhouse gas emissions. It is seen as the central instrument of European climate policy. After a first testing-phase (2005–2007), the second trading period of the EU-ETS had started in 2008, with stronger incentives for investment in low-carbon technologies and carbon dioxide abatement. However, there is hardly any evidence how emissions trading fares in practice. The KfW/ZEW CO₂ Barometer shows that trading of emission permits is actively used by 75 percent of German companies, but the price-signals that stem from the EU-ETS were relatively weak so far—too weak to set strong incentives for carbon dioxide emission reductions on the company-level. Also in the case of the ‘clean development mechanism’ (CDM) which was introduced to promote emission reductions in developing counties, there is need for further development.     

Communicating production outcomes as gains or losses,operator skill and their effects on safety-related violations in a simulated production context

In this study, violation-producing conditions from an organizational and individual point of view are investigated. In concrete terms, framing effects of production outcome displays in relation to production goals, the risk of a technical accident, as well as person-related variables and their impact on violations are investigated based on the theoretical assumptions of prospect theory and risk-taking. It is assumed that violations are more likely when performance is below the aspiration level associated with an anticipated loss. A 2?×?3 factorial experimental design (n?=?118) was selected in accordance with the ‘Asian Disease’ decision scenario in the form of a computer-simulated task environment Simulation Waste Water Treatment. Participants acted out the role of a production supervisor running a plant. Experimental conditions were (1) the framing of individual performance outcomes in relation to the production goals in terms of losses or gains, and (2) the risk (20, 35, and 5%) with which an accident (a deflagration) might occur through using a corner-cutting procedure. A significant main effect of the framing conditions and no effect of risk conditions or interaction effect emerged. An additional path analysis shows the influence of risky decision-making and acquired skills in terms of knowledge of the safety-related procedure on a violation. In summary, violations are strongly affected by (a) framing effects of production outcomes when the performance is below the aspiration level and (b) person-related variables, in particular risky decision-making and skill. Results strongly emphasize that we found violation-producing conditions over and above what has so far been proposed and give rise to our claim that communicating production outcomes as gains and the increase of skill increases the likelihood of compliance with safety-related procedures.     

When general recommendations fail: how to search in single innovation project settings

External sources are main elements of a firm's search strategy as they positively influence a firm's innovation activities. While previous research has almost exclusively focused on search patterns on firm level, we focus on search mechanisms in single innovation project settings. Based on an inductive case study of eight cross‐industry innovation projects, we present a theoretical framework of three archetypes. In our research, we transfer the concept of breadth and depth from firm to project level and present decisive criteria. We provide evidence that search on project level is not only influenced by breadth and depth, but the character of search represented by its level of abstraction plays a major role. Furthermore, we show that at least in our context and contrary to firm level, not always high levels of breadth and depth are required. In addition, our research contributes to an enhanced operation of search in firms applying our archetypes.     

Breaking Up Old Marriages: The Political Process of Change and Continuity at Work

This article contends that political processes are essential dynamics in creating continuity and change in organizations. A central aim is to inform the debate on change in organizations by conceptualizing and exploring the interplay between actors' political rationales, organizational culture, and new management concepts. Attention is given to the introduction of technical-bureaucratic management concepts for Occupational Health and Safety and the environment through presenting a case study, where both managers' and shop-floor personnel's political behaviour can be examined. The findings illustrate how continuity rather than change often prevails through the existence of more stabilized patterns of politics. The establishment of shared systems of meaning, conceived as the social constitution of the company, is shown to be a central mechanism for the regulation of politics, explaining the selectivity of politics regarding issues, arenas, arguments and actors. In particular, the relative importance of shop-floor personnel's politicking is discussed, and it is shown how their way of politicking differs from the forms found in management. Consequently it is suggested, that studies of political processes, which seek to encompass these forms of politics would benefit from the insights gained in cultural studies.     

Saving,Selling, Earning,and Negotiating: How Adolescents Acquire Monetary Lump Sums and Who Considers Saving

This study examines the importance of saving during adolescence as one way of obtaining larger sums of money, and investigates differences between adolescents who choose to save and those who do not. To this end, the strategies “saving,” “negotiating,” “selling,” and “earning” are taken into account in designing a questionnaire. Two measures of saving behaviors are used: “general tendency to save” and “saving by adjusting expenditure” when faced with an income constraint. The sample consists of 470 British school students from age 11 to 18. Results show that up to age 15, the strategies “saving” and “negotiating” are equally important and more important than “selling” or “earning.” When 15 or older, adolescents prefer “saving” above “negotiating.” Regression analyses reveal that adolescents who favor “saving” when confronted with a short‐term income constraint report a general tendency to save. Findings demonstrate the importance of developing positive financial habits early in life.     

Asian Economic Problems and Prospects for Foreign Direct Investment: Local Evidence from the UK

This paper explores the implications of the Asian crises and economic problems in the Japanese economy on a UK region with a high dependence on employment in Asian manufacturing transplants. The paper examines the development of the Asian transplant sector in the case region (Wales), and maps out the economic significance of the sector on the local economy. Following a review of the potential impacts of economic problems in Asia on the local transplant sector, the paper uses local case evidence to explore recent changes in the Asian manufacturing base in Wales. Recent reversals in the transplant sector have largely been caused more by "local" manufacturing conditions. The paper concludes with a discussion of factors that are most likely to affect the trajectory of the Asian transplant sector in the case region in the new millennium.