Customer Satisfaction in Retail Banking

Professional services firms (PSFs) engaged in international operations present a unique challenge for governments. They directly and indirectly affect governmental policies and the agencies that enforce these policies through policy development, problem solving, and implementation. Yet, governments that seek to advance rational, forward thinking public policy have little, if any, regulatory control over the input and influence of these professional experts. International professional service firms face an increasingly competitive marketplace and complex challenges that demand skill sets that are markedly different from those characteristically required of consumer service companies. This study identifies the qualities of the best performing PSFs that engage clients worldwide. Implications are discussed for governments to ensure the greater public good.     

The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

While most studies on complaint handling are focused on performance outcomes, analysis of the processes that reinforce relationship quality is lacking. Building on the relationship marketing theory of reciprocal behaviours, this research proposes and tests a model of the effects of empathy as a particular relationship recovery investment. Addressing for the first time the role of gratitude in a complaint-handling context, this model assumes that both gratitude and transactional satisfaction mediate the influence of empathy on consumers' trust and commitment. Data from a cross-industry survey of phone and online complaints confirmed the proposed model.     

Challenges and new research avenues in marketing science

This paper is a revised version of the key note speech which the author gave at the 1984 Annual Conference of the European Marketing Academy (EMAC). The author critically evaluates the contributions of marketing science with respect to practical relevance and managerial decision making. He diagnoses a number of substantial discrepancies between research efforts and adoption of marketing science models. Some causes for this situation are identified and new more comprehensive research avenues are proposed and discussed. It is the intention of the article to stimulate further discussion on these important issues. Necessarily, many statements in this position paper are based on subjective judgement and not validated in a scientific sense.     

How Can Social Enterprise Address Disadvantage? Evidence from an Inner City Community

This article examines the potential impact of social enterprise on disadvantage. The case study research involved participant observation over a 2-year period. Selection of cases was based on a preliminary typology for social enterprise and disadvantage was conceptualized using the European concept of social exclusion. This sees exclusion as multidimensional and relative to the standards of the society in which a person lives. The existing research literature suggests that the aggregate economic impact of social enterprise upon exclusion is marginal. This is a consequence of a mismatch between policy expectations and what is happening in the field. This study found that different forms of social enterprise impacted on exclusion in different ways. This article outlines these different impacts in order to open up a more balanced perspective on the potential and limitation of social enterprise in combating disadvantage.     

The distinct contribution of investment promotion agencies’ branch offices in bringing Chinese multinationals to Europe

This study uncovers the distinct contribution of investment promotion agencies’ (IPAs) overseas branch offices in advancing and even creating foreign direct investment. It offers a novel categorisation of IPAs depending on location and headquarter/branch status, and conceptually connects the known functions of IPAs with the advantages set out by the OLI paradigm. Empirical examination of longitudinal data from 29 European IPAs finds that the activities of their branches in China instilled greater awareness and confidence in Chinese multinational enterprises about their ownership- and European location-specific advantages. This contribution of IPA branches is especially salient in emerging economies with newcomer investors.     

The Eurozone’s Flaws Are Not Intrinsic

There seem to be two typical responses to the failure of the euro project that the last five years have exposed. The first, mostly from those outside the eurozone, is that the whole project was doomed from the start and should be abandoned. The second is that the only way forward is further political integration. However, the problems of the eurozone are not intrinsic to any attempt at a monetary union, but rather reflect design flaws in the particular version of monetary union that was embodied in the euro project.     

Social Networking the Brand—An Exploration of the Drivers of Brand Image in the South African Beer Market

Social network marketing has risen to the fore as an innovative and cost effective method of reaching a target audience. However, owing to the recentness of this marketing technique, there is little scholarly research in this area, especially in emerging markets. This study considered the impact of interactivity and media richness on brand attitude and brand image in the South African beer market. It also tested whether brand involvement has a moderating effect in this regard. The empirical work was conducted through an electronic survey of Facebook fan page users. The results revealed that interactivity had a positive effect on brand attitude, whilst media richness did not. Brand involvement, tested for a moderating effect on the above relationships, was not found to be significant. As expected, brand attitude was found to be strongly linked to brand image in this context. The findings stress the importance of bidirectional communication in favor of media rich design. This suggests that marketers of beer would be well advised to engage with customers on fan pages in routinely responding to their comments and allowing them to upload suitable content. If consumers feel that they have ‘ownership’ of these pages and are able to have a positive influence on brand evolution, fan pages are likely to yield positive results in social media campaigns.     

Gender effects on consumers’ attitudes toward comedic violence in advertisements

Abstract

This study examined gender’s effects on attitudes and tendencies to share online ads containing comedic violence. The results show that males enjoyed comedic violence more than females, when the perpetrator of the comedic violence was male, regardless of the victim’s sex; and, when the perpetrator and victim were both female. When the perpetrator and victim were of different sexes, the impact of attitudes toward comedic violence on sharing the ad varied by gender. However, when the victim and perpetrator were of the same sex, there was no significant gender difference in the effects of attitudes toward sharing the ad.     

An item response theory approach to constructing and evaluating brief and in-depth financial literacy scales

We applied item response theory (IRT) to construct and evaluate new brief and in-depth financial literacy scales. A survey of a UK adult sample (N = 589) included 50 questions to assess knowledge about managing financial resources and competence in using personal finance-related information—including five widely used items, on interest rates, inflation, investment diversification, mortgages and bonds. IRT applied to a scale of these items identified some limitations, overcome via further iterations to construct a new brief scale with sound psychometric properties. IRT was then applied iteratively to our pool, resulting in an in-depth, 20-item scale, also psychometrically sound, covering four broad financial domains: everyday money transactions; the concept of money; borrowing; and saving and investment. Parallel 10-item sub-scales were also evaluated. The validity of the new scales was demonstrated by regression analyses which found that, controlling for demographic variables, financial literacy predicted key indicators of financial well-being.