The impact of culture on consumers’ perceptions of service recovery efforts

The increasing globalization of business provides a compelling reason for understanding the cultural context of consumer behavior. The research reported here examines the impact of culture on consumers’ perceptions of service recovery efforts. In particular, we studied in an experimental setting, across East-West cultures, the combined effects of explanation and compensation in shaping customers’ attributions and post-recovery perceptions in a medium contact service—a restaurant setting. Our findings show that the differential sensitivity of East Asian and American consumers to situational constraints influence their attributions for service failures, and thus moderate their satisfaction with service recovery process. More specifically, the results suggest that a causal explanation for service failure decreases the likelihood of US consumers falling prey to the fundamental attribution error. Conversely, among East Asians, an explanation had minimal influence in attributional processes. Finally, our results indicate that attributional processes influence customer perceptions of employee effort, which in turn is linked to post-recovery satisfaction.     

Making direct democracy work: a rational-actor perspective on the <Emphasis Type="Italic">graphe paranomon</Emphasis> in ancient Athens

The specific way the Athenians set up their democracy presents both theoretical and empirical challenges. Decisions were taken by majority vote in the Assembly. To keep politicians in line, the Athenians first used ostracism, which however was replaced by the graphe paranomon around 415 BCE. The latter provided that anybody who had made a proposal in the Assembly could be accused of having made an unconstitutional suggestion, bringing a potentially severe penalty if found guilty. We know of 35 such cases between 403 and 322. During the fourth century the notion of illegality was extended to a mere question of political undesirability. Henceforth any decision by the Assembly could be overturned by the courts, but if the accuser failed to get at least 20% of the jury votes, he was punished instead. While these rules can be seen as a safeguard against bad decisions, they also provided the Athenian politicians with important information about the relative strength of their political support. This effect has not been analysed before, and it may help explain the relative stability of political life in classical Athens. Furthermore this analysis also contributes to our understanding of a curious but often overlooked fact, namely that the decrees of the Athenian Assembly to a great extent concerned honorary rewards, and the use of the graphe paranomon in turn was largely focussed on the honorary decrees.     

The Effect of Organic Food Labels on Consumer Attention

This paper aims to reveal consumer perceptions of organic food with a special emphasis on the labelling of organic products. The objectives were to find out, whether or not a significant difference between men´s and women´s perception existed. Two groups (88 subjects in the experimental group, 59 subjects in the control group) were shown various food labels; with organic product labelling (experimental) and without (control). Results suggest the importance of organic labelling using eye-tracking data and additional in-depth interviews to discover the importance of the labelling for participants. Based on eye-tracking data, the greatest visual attention was paid to product brand, graphic elements and organic labelling claims with additional information, such as a quantity or flavour, also being important. Additional in-depth interviews discovered that labelling, particularly of the origin, is important for most consumers. Contrary to what was expected, eye-tracking showed very little difference in the perception of organic product labelling based on gender. Although organic food is being purchased by more people, 50% of participants mentioned, during interviews, that they buy organic food only occasionally. The combination of eye-tracking and in-depth interviews shows that organic product labelling can play a role in decision-making, but regardless 27% of participants do not care about the organic quality labels or don’t pay attention to them.     

How does uncertainty impact opportunity development in internationalization?

The features of the internationalization of emerging market multinational companies (EMNCs) create a laboratory for extending theory. In this paper, we argue that a high level of asymmetry between prior knowledge and a non-incremental commitment, such as an acquisition, lies at the core of understanding these types of internationalization processes. Our proposed theoretical view is that while some uncertainties in opportunity development are known to the firms and can be managed by available knowledge, disruptive commitments can result in complexes of unstable and unilineal dynamics that bring about unexpected – and hence unforeseeable – uncertainties. These uncertainties may be a source of future unintended consequences that will have an impact on the firm as the internationalization process unfolds. This view is used for analysis of a longitudinal case study concerning the acquisition of a Swedish firm, Vargön Alloys, by the Turkish corporation Yildirim Group, focusing on the opportunity discovery and exploitation period between 2008 and 2013. By dividing uncertainty into two types (foreseeable and unforeseeable) and analysing the hidden problems that emerged after the sudden fusion of the two networks, the study nuances understanding of the emergent and non-orderly nature of the internationalization process as it unfolds. From a process point of view, the study may aid deeper understanding of complications when discovering and exploiting opportunities.     

Environmental,Social and Governance investing: Does rating matter?

In the last decade, the demand for sustainable and social investments has improved. The mutual funds industry has responded to market needs by offering a number of investment products focused on Environmental, Social and Governance (ESG) companies. The aim of this article is to understand if an ESG score can actually be considered a valid criterion that portfolio managers could adopt, along with traditional risk–return optimisation, in selecting asset portfolios. The paper analyses the link between the performance and the ESG score of different sectoral portfolios (one for each sector of the Global Industry Classification Standard), entirely composed of ESG assets, in the search for a clear and strong positive correlation that could suggest an overall advantage to focus on an ex ante choice of assets with high ESG scores.     

On the relationship between financial inclusion and bank performance

This study examines the relationship between various financial inclusion measures and banks' performance across multiple countries with varying institutional, regulatory and income levels. To construct an aggregate bank performance index, we employ principal component analysis, which utilises a set of critical indicators summarised by the CAMEL rating system, including banks' solvency, asset quality, efficiency, profitability and liquidity. Our primary findings indicate that different measures of financial inclusion exhibit varying associations with bank performance. Specifically, there is a trade-off between bank performance and credit deepening, especially in high-income nations. Conversely, in low-income nations, higher financial inclusion, measured by deposits to GDP, number of deposits, and number of borrowers, does not affect bank performance adversely. Banks in low-income nations could achieve significant gains by improving financial access and enhancing regulatory environments.     

What do we know about consumers' ontological security in disaster scenarios?

While prior consumer studies have adopted various theoretical perspectives to explain individuals' reactions to disasters, scant attention has been paid to the role of ontological security in shaping those responses. This study attempts to fill this knowledge gap by qualitatively exploring ontological security in two contexts: man-made and natural disasters. To this end, we conducted 35 focus groups in the UK, Germany, and France to address how people reacted to terrorist attacks and the COVID-19 pandemic respectively. Through thematic analysis, three themes emerged: fear versus anxiety, oneself versus others, and materialistic versus experiential purchases. Man-made disasters appear to elicit fear, concern for self, and a preference for materialistic purchases, whereas natural disasters seem to trigger anxiety, concern for others, and a preference for experiential purchases. Both types of disasters seem to evoke a desire to escape from reality. In closing, we discuss both transitory and prolonged threats to ontological security and how they shape individuals' behaviours while restoring their security.     

Optimal promotions of competing firms in a frictional labour market with organizational hierarchies

We study optimal promotion decisions of hierarchical firms, with one junior and one senior managerial position, which interact in a search and matching labour market. Workers acquire experience over time while being employed in a junior position and the firm has to determine the experience level at which the worker receives a promotion which allows her to fill a senior position. Promoted workers move to the senior position in their current firm, if it is vacant, otherwise they search for senior positions on the market. The promotion cut-offs of the competing firms exhibit strategic complementarity, but we show that generically a unique stable symmetric general equilibrium exists. We find that stronger competition among firms leads to later (earlier) promotions if the initial number of firms is small (large) giving rise to an inverse U-shape relationship. In the presence of two skill groups, stronger competition among firms reduces the importance of skill differences, so the gap in wages and promotion times decreases with the number of firms. The model is compatible with empirical evidence that high-skill workers are promoted faster than the low-skilled and that internal promotions are more frequent than cross-firm moves to a higher hierarchical position.     

Symbolic,Experiential and Functional Consumptions of Heritage Tourism Destinations: The Case of Angkor World Heritage Site,Cambodia

This study empirically investigates the effects of three destination consumptions (namely symbolic, experiential and functional) on tourists' destination attachment and satisfaction, and further on destination loyalty at a heritage tourism destinations. Using a sample of 512 international tourists visiting Angkor, Cambodia, results reveal that all three types of consumptions have significantly positive effects on destination attachment and satisfaction, which in turn positively affect destination loyalty. However, the effects of symbolic consumption and experiential consumption are greater than that of functional consumption. The results also support the importance of the role of destination attachment in the quality–satisfaction–loyalty relationship. Copyright © 2016 John Wiley & Sons, Ltd.     

Quantifying the trade-reducing effect of embargoes: Firm-level evidence from Russia

In 2014, Russia responded to sanctions imposed by a coalition of Western countries with a retaliatory import embargo. I draw on this unique case study and a customs data set on firm-level import transactions to investigate the ramifications of Russia's counter-sanctions on firm-level foreign trade. Using detailed data and a triple-difference estimation strategy, I examine micro-level dynamics and heterogeneities that aggregate data alone do not reveal. I identify the effects of the embargo on the extensive margin (the probability that a firm imports a particular product from a given country in a particular time period) and the intensive margin (the value of a firm's import transaction) of firm-level trade, as well as its effects on logged unit values. The main findings of this study show that the embargo had statistically significant negative impacts on extensive and intensive margins of firm-level trade. I also pinpoint evidence of multiple exemptions from the embargo and a large degree of heterogeneity of firm-level responses to the embargo based on firm attributes, such as firm size and government connection.