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.     

Consumer's attitudes toward lawyers with regard to advertising professional services

The results of this study indicated that consumers had a favorable attitude toward advertising by lawyers, though some specific differences were found between users and nonusers of legal services. The importance of consumer demographic characteristics and the appropriateness of advertising media were also examined. The major implication is that the traditional void in advertising activity by lawyers should now be reexamined.     

Hoarding behavior among consumers: Conceptualization and marketing implications

In the western world, and in the United States in particular, there has been an abundance of food, materials and fuel over the past several decades. However, many futurists suggest this condition will soon change and a wide range of scarcities will result. Conditions in underdeveloped countries suggest one probable reaction to shortages in hoarding. In light of the predicted shortages this paper (1) develops definition and conceptualization of what constitutes hoarding, and (2) examines the influence hoarding activities have on channel decisions. An overriding purpose of the paper is to generate interest and research into the topic before conditions necessitate that concern.     

The evolution of Indian accounting standards: Its history and current status with regard to International Financial Reporting Standards

This paper addresses the adoption and applicability of International Accounting Standards (IAS) and International Financial Reporting Standards (IFRS), issued by the International Accounting Standards Board (IASB) to India. Specifically, the paper highlights some major areas where the country lacked harmonization with IAS in 1993 and the rapid congruence with IAS in the decade that followed. The attempt to achieve congruence with IAS appears to be more a by-product of the country's rapid economic growth rather than its catalyst. However, continued growth and the attraction of foreign capital to domestic ventures will depend on the transparency of the financial dealings. The Institute of the Chartered Accountants of India, (ICAI), India's standard setting body, is increasingly attempting to provide this transparency by revisions and additions to accounting standards, and by Exposure Drafts which aim to bring India more in line with International Financial Reporting Standards.     

Adjoint-based Monte Carlo calibration of financial market models

Adjoint methods have recently gained considerable importance in the finance sector, because they allow to quickly compute option sensitivities with respect to a large number of model parameters. In this paper we investigate how the efficiency of adjoint methods can be exploited to speed up the Monte Carlo-based calibration of financial market models. After analyzing the calibration problem both theoretically and numerically, we derive the associated adjoint equation and propose its application in combination with a multi-layer method, for which we prove convergence to a stationary point of the underlying optimization problem. Detailed numerical examples illustrate the performance of the method. In particular, the proposed algorithm reduces the calibration time for a typical equity market model with time-dependent model parameters from over three hours to less than ten minutes on a usual desktop PC.      

Recent evidence on the relationship between anonymity and response variables for mail surveys

Although most marketing researchers and texts recommend guaranteeing respondents anonymity in mail surveys, emirical evidence on this issue is dated, and often is based on results from student or occupational samples. The present study examines the impact of anonymity on item omission, response bias, and response quality. Based on a representative sample of respondents from a Southern SMSA, it was found that lack of anonymity had minor effects on response variables. Anonymous respondents provided slightly less information to complex questions, and lower-income respondents, nonwhites, and homeowners were more likely to identify themselves on the return envelope. Yet, the responses of these groups did not differ substantively from answers of other respondents on the range of questionnaire items examined.     

Customer evaluation of retail salespeople utilizing the SOCO scale: A replication,extension, and application

Measuring retail salesperson performance is a critical, though relatively neglected research issue. We suggest that the SOCO scale may be an appropriate tool for measuring salesperson performance from the buyer’s perspective. Therefore, a replication of the SOCO scale was undertaken by having consumers evaluate retail salespeople. The SOCO scale items were slightly modified to fit the consumer sample and retail focus of the study. In addition, the number of points on the SOCO response scale was also reduced and the verbal anchors modified to better suit the needs of telephone surveys. Despite these changes, the properties of the scale were found to be strikingly similar to those reported in prior studies. It was recommended that retailers adopt the SOCO scale to measure salesperson performance.     

Internal validity assessment of conjoint estimated attribute importance weights

This paper investigates how various conjoint designs (full versus fractional) and estimation procedures (LINMAP, MONANOVA, OLS) may interact with basic characteristics of the “true” utility functions (i.e., their range, shape, and curvature) when estimating attribute importance weights. Substantial weight distortions are found, especially under a fractional design.