An investigation of the cross-national determinants of customer satisfaction

Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction across nations is limited, with the few existing studies examining only a small number of countries or predictors of satisfaction, or a small group of consumers within a particular economic sector. To expand our knowledge of the determinants of cross-national variation in customer satisfaction, we study three sets of factors: cultural, socioeconomic and political-economic. We utilize a unique sample of cross-industry satisfaction data from 19 nations, including nearly 257,000 interviews of consumers. Consistent with our hypotheses, we find that consumers in traditional societies have higher levels of satisfaction than those in secular-rational societies. Likewise, consumers in self-expressive societies have higher levels of customer satisfaction than those in societies with survival values. We also find that literacy rate, trade freedom, and business freedom have a positive effect on customer satisfaction while per capita gross domestic product has a negative effect on customer satisfaction. We discuss the implications of these findings for policymakers, multinational corporations, and researchers.     

IMF Conditionality and Country Ownership of Adjustment Programs

This article uses finance and agency theory to establish twokey propositions about International Monetary Fund (IMF) conditionalityand country ownership of IMF-supported adjustment programs.First, the authors propose that the conditionality attachedto these programs is justified. Second, the article hypothesizesthat country ownership of these programs is crucial for theirsuccess. Because IMF conditionality and country ownership areboth necessary, the challenge is designing conditionality thatmaximizes ownership while providing adequate safeguards forIMF lending. The article analyzes several recent proposals aimedat enhancing country ownership of policies contained in IMF-supportedprograms. These proposals include encouraging countries to designtheir own adjustment and reform programs, streamlining structuralconditionality, introducing flexibility in the timing of structuralpolicy measures (floating tranche conditionality), and applyingconditionality to outcomes rather than policies (outcomes-basedconditionality).      

Choice in Computer-Mediated Environments

In the last several years, the increased diffusion of computer andtelecommunications technologies in businesses and homes has produced newways for organizations to connect with their customers. These computermediated environments (CMEs) such as the World Wide Web raise new researchquestions. In this paper, we examine the potential research issuesassociated with CMEs in five areas: (1) decision processes, (2) advertisingand communications, (3) brand choice, (4) brand communities, and (5)pricing.     

Perspectives on Multiple Category Choice

Multiple category choice is a decision process in which an individualselects a number of goods, all of which are nonsubstitutable with respect toconsumption. Choices can be made either simultaneously or sequentially. Thekey feature of multiple category choice is the treatment of the choices asinterrelated because each item in the final collection of goods contributesto the achievement of a common behavioral goal. We discuss current andpotential applications of psychology, economics and consumer choice theoryin developing models of multiple category choice.     

Environmental management and the “soft side” of organisations: Discovering the most relevant behavioural factors in green supply chains

Anchored in the resource‐based view theory, the objective of this research is to empirically analyse the behavioural factors affecting the green supply chain management (GCSM) performance in a fast‐growing emerging economy by taking an empirical data set of 101 responses from personnel in the mining sector. Behavioural factors in green supply chains are still a critical challenge—not yet a well‐explored academic subject—when the focus is on the mining industry of emerging economies like India; the lack of studies in this field could be a factor preventing the Indian mining industry becoming more green. In terms of methodology, original survey data were processed through AMOS 4.0, adopted for assessing the causal connection among the six constructs, that is, top management support, teamwork, workplace culture, resistance to change, green innovation, and green motivation. We further explore the input from the human side of GCSM by highlighting that top management support and green motivation are the most crucial behavioural factors that influence GCSM in the Indian mining sector. The study will be helpful for mining companies because it will enable them to identify the areas that require their attention for enhancing GCSM performance related to behavioural aspects.     

Did the global financial crisis alter the competitive conditions in the Indian banking industry?

This article addresses a pertinent research question: Did the global financial crisis alter the competitive conditions in the Indian banking industry? In order to find the answer of this research question, we applied a dynamic version of the non-structural Panzar-Rosse model on a unique unbalanced panel dataset of Indian banks spanning over the period from 1998/99 to 2015/16. The robust estimates of H-statistic computed on the basis of the generalized method of moments estimates of the elasticities of input prices show that (i) Indian banks earned their interest and total revenue under monopolistic competition throughout the whole of the sample period and (ii) the global financial crisis altered the competitive conditions in the banking industry, and market moved closer to perfect competition following the financial crisis, especially when interest-bearing activities were in focus.     

Discussion of “Dynamic performance measurement with intangible assets”

Carona (2008) investigates the roles of nonfinancial performance indicators and long-term commitments in an incentive contracting setting. The paper develops a multiperiod agency model in which nonfinancial performance indicators are shown to be valuable in providing the agent with desirable incentives. The relative importance of nonfinancial measures depends on the level of commitment that the principal and the agent can sustain. While long-term contracts are more efficient than short-term contracts, the analysis shows that a sequence of overlapping medium-term contracts can be as efficient as long-term contracts. In this discussion, I provide a brief review of the related streams of literature and discuss the paper’s contributions to them. The discussion also illustrates the intuition behind the paper’s main findings through a simple example and raises questions for future research.     

The Innovation‐R&D Nexus in an Emerging Economy: Evidence from the Indian Manufacturing Sector

While R&D is considered an important input for innovation, its relationship with the output of the innovation process continues to remain enigmatic, especially in developing countries with low levels of domestic research. Using patents and knowledge capital stock as proxies for the output and input of the innovation process, we study their nexus in the emerging economy of India using a large sample of manufacturing firms over the period 2001–2010. Using a specification that addresses the problem of ‘excess zeroes’ in count data, the firm's non‐technical knowledge stock as an additional factor of the success with which R&D transforms into patents, and a linear feedback mechanism that yields consistent estimators, we find that a one unit increase in knowledge capital likely raises expected patent count by only about 4.3% at most. Further, although patenting experience, resource access and knowledge spillovers are strongly significant in explaining patent counts, the magnitude of these effects is marginal at best. In brief, evidence for the knowledge production function is rather weak even in the context of a dynamic developing economy.