Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan

This study analyzes the effect of service quality on customer satisfaction and customer behavioral intentions at hotels and ryokan (traditional Japanese inns). In this empirical research, questionnaires were sent to guests at seven sites: three hotels and four ryokan. Service quality, as perceived by guests, affected customer satisfaction and customer behavioral intention. Results from this empirical study show strong evidence of service quality as perceived by guests being influenced by the type of accommodation. Also, among service quality factors, “physical aspect” had the most powerful impact on customer satisfaction and customer behavioral intention. “Creativeness” ranked second, followed by “unexpected service” and “encounter performance”. The prominence of physical aspects probably reflects the distinctiveness of the service of offering a one-night stay. However, as a certain level of physical facilities is taken for granted at lodging facilities above a certain price, “creativeness”, the second most powerful factor, becomes decisively important.     

Identifying Price Reviews by Firms: An Econometric Approach

Price reviews are a potentially costly activity. A significant fraction of unchanged prices may stem from firms not reviewing prices, rather than from obstacles to changing prices per se, such as menu costs. In this paper, we disentangle these two causes of price stickiness by estimating an inflated ordered probit model on a panel of French manufacturing firms. The results point to a low frequency of price reviews, suggestive of the relevance of information costs as a determinant of the observed price stickiness. In view of the “inattentive producers” literature, pointing that the source of price rigidity matters, this is suggestive of a large real effect of monetary policy.     

Integration Deficits of IT Controlling

The paper is based on the thesis that IT controlling suffers from two integration deficits with regard to its methods base: On the one hand, this is a lack of synchronization between research on IT controlling methods and developments in practice; on the other hand, a lack of integration of IT controlling methods with methods of business and information systems engineering (BISE). Based on this assumption, the paper investigates historical developments in IT controlling research and practice to derive theses about the present state of method integration. The analysis finds indications for further potential for method integration and identifies these potentials. Requirements towards method integration are derived from an analysis of the identified integration potentials and two examples illustrate how to realize further integration. Accepted after two revisions by the editors of the special focus. This article is also available in German in print and via http://www.wirtschaftsinformatik.de: Strecker S, Kargl H (2009) Integrationsdefizite des IT-Controllings – Historischer Hintergrund, Analyse von Integrationspotenzialen und Methodenintegration. doi: 10.1007/s11576-009-0175-9.     

DEVELOPING A CONSTITUTION FOR A LIBERAL EUROPEAN UNION

In many ways the EU Reform Treaty represents an advance over the status quo: it streamlines decision-making and makes institutions more accountable. However, the Treaty ignores opportunities for important institutional reforms and is unlikely to provide strong constraints on institutional power or halt centralisation.     

Ad scepticism and retouch-free disclaimers: Are they worth it?

Abstract

The present study analyses the impact of ad scepticism on the way consumers perceive advertising and process its effects, and considers the influence of ad disclaimers. We conduct an experiment that explores three different contexts, namely (1) the total absence of ad disclaimers, (2) the presence of a retouch-free disclaimer and (3) the presence of a retouched disclaimer. By showing how ad scepticism fits in the advertising attitudinal approach, and how new digital developments affect consumers’ processing of advertisements, the results of this experiment can contribute to the marketing literature and clarify relevant topics for practitioners. This paper shows the significant influence played by ad believability and attitude towards the ad on behavioural intentions. This underlines, particularly for marketing practitioners, the importance of an ad’s believability and the credibility of its claims in the sales outcome. Most importantly, the framework offered by this paper shifts the attention towards the believability of advertising disclaimers aimed at clarifying the use of digitally enhanced images.