A voice from the silent masses: An exploratory and comparative analysis of noncomplainers

This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers. Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n=149) explored reasons why customers do not complain after experiencing service failures. In the quantitative study (n=530), two kinds of noncomplainers who either (a) received organization-initiated recoveries or(b) exited the encounters without recoveries were compared with three kinds of complaining customers who received (a) satisfactory recoveries, (b) dissatisfactory recoveries, or (c) no recoveries. The five customer groups were compared across repurchase intentions, negative affect, perceived regret, and intentions to engage in negative word of mouth. The results of the comparative analyses challenge existing views of noncomplainers’ repurchase intentions and negative outcome levels. Clay M. Voorhees (voorhees@bus.msu.edu) is an assistant professor of marketing at Michigan State University. His research interests are in the areas of service decision making, consumer complaining behavior, customer equity, and the development and application of innovative research methods to service decision making models. Clay’s research has been published inJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Services Marketing. Michael (“Mike”) K. Brady (mbrady@cob.fsu.edu) is an associate professor of marketing and director of the doctoral program at Florida State University. His research interests are in the areas of managing the service decision-making process, managing service failure, and the strategic ramifications of branding for service firms. Mike’s research has been published in theJournal of Marketing, Journal of Service Research, Journal of Retailing, Psychology & Marketing, Journal of Business Research, Journal of Services Marketing, International Journal of Service Industry Management, and other outlets. Mike has won both the M. Wayne Delozier Award for Best Conference Paper at the Academy of Marketing Science Conference and the Steven J. Shaw Award for Best Conference Paper at the Society for Marketing Advances Conference. Mike serves on the editorial review boards of theJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Retailing and was named an Outstanding Reviewer by theJournal of Retailing in 2004. David M. Horowitz (dmh03@fsu.edu) is a marketing doctoral candidate at Florida State University whose interests include services marketing, cognitive anthropology research methods, and marketing and public policy issues. He completed his MBA at San Diego State University and holds a BS in industrial engineering from Stanford University. David’s research has been published in theJournal of the Academy of Marketing Science and the proceedings of national and regional conferences.     

The Increasing Competitive Balance in Major League Baseball

This paper explores the changing competitive balance in Major League Baseball through the relative-entropy measure of information theory. It is shown that while competitive balance in both leagues has been on an upward path during the 20th century, the path has had numerous detours that resulted from some on-the-field and some off-the-field changes that Major League Baseball has undergone during the past 75 years. The most important detours occurred in the wake of the Black Sox scandal of 1919, Jackie Robinson's breaking the color barrier and the concurrent spread of television and erosion of the minor leagues, franchise moves and major league expansion, and free agency.     

Identification and estimation of statistical functionals using incomplete data

Incomplete data, due to missing observations or interval measurement of variables, usually cause parameters of interest in applications to be unidentified except under untestable and often controversial assumptions. However, it is often possible to identify sharp bounds on parameters without making untestable assumptions about the process through which data become incomplete. The bounds contain all logically possible values of the parameters and can be estimated consistently by replacing the population distribution of the data with the empirical distribution. This is straightforward in some circumstances but computationally burdensome in others. This paper describes the general problem and presents an empirical illustration.     

Rethinking the aid–growth relationship: A network approach

Over 40 years of conventional economic analysis has not reached consensus on the effect of foreign aid on recipient country growth. We provide new insight into this relationship by using a network approach to characterize the topological properties of the Organization for Economic Co‐operation and Development (OECD) foreign aid network. Viewing the OECD foreign aid community as an interdependent and complex system, we characterize not only the amount of aid but also the position of both donor and recipient within the network. We find that the degree centrality of the recipient, with an edge inclusion threshold that sets a minimum share of a donor’s aid to a particular recipient, is significantly correlated with the growth impact of that donor’s aid. Contrarily, aid is uncorrelated with growth with a recipient‐side filter on the importance of the donor to the recipient. These results suggest that the importance of a recipient within the donor’s network, rather than the volume of aid alone, is associated with the growth impact of bilateral aid. We explore mechanisms for these findings that include the complementarity of aid from multiple attentive donors. Our findings speak to the aid–growth puzzle and suggest that network metrics may illuminate non‐obvious channels of aid impact.     

PRODUCT QUALITY UNDER TWO-PRONGED UNCERTAINTY*

This paper builds on a model by Mikami (1991) to explore the effects of uncertainty on the producer's choice of product quality when (1) quality influences demand price and (2) producers are not risk takers. It is shown that even risk-neutral producers might make different quality choices under uncertainty and that those choices will depend upon the explicit way in which uncertainty influences the demand price.