When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated.     

Consumer's attitudes toward lawyers with regard to advertising professional services

The results of this study indicated that consumers had a favorable attitude toward advertising by lawyers, though some specific differences were found between users and nonusers of legal services. The importance of consumer demographic characteristics and the appropriateness of advertising media were also examined. The major implication is that the traditional void in advertising activity by lawyers should now be reexamined.     

The impact of transportation deregulation in the united states on Canadian—U.S. distribution channels

During the 1978-80 period the United States deregulated its transportation industry. Common carriers, through increased reward and expert power, can now perform a more dominant role in the distribution channel. Because of major differences created in the regulatory environment of the U.S. and Canada, deregulation has also had an impact on the distribution channels between the two countries. It is evident horizontal competition between U.S. and Canadian carriers, and between shippers for both domestic and export markets in the respective countries has increased. Another major result of deregulation has been that Canadian shippers and carriers engaged in international traffic to the U.S., even though they have been in complicance with Canadian law, have found themselves subject to the extra-territorial reach of the U.S. anti-trust legislation.     

Macroenvironmental forces,marketing strategy and business performance: A futures research approach

A method of futures research is used to empirically test a structure-conduct-performance (SCP) model in a marketing setting. It is proposed that within the macroenvironment there exist, varying levels of resource constraints and structural fluctuations which are positively correlated. Increased resource constraints and structural fluctuations, which are characteristics of a turbulent environment, are expected to increase the competitive intensity is an industry. This higher level of competitive intensity is hypothesized to result in increased use of nonprice marketing strategies. Nonprice marketing strategies are also expected to increase business performance because of the contingency relationship between conduct (strategy) and performance. The possible role of “blind” luck or stochastic processes in determining success is also discussed.     

Default risk and equity returns: Australian evidence

We test whether default risk is related to equity returns using the Fama and MacBeth [Fama, E.F., MacBeth, J., 1973. Risk, return, and equilibrium: empirical tests. Journal of Political Economy 81, 607–636.] regression framework. The proxy we use for default risk is the default probability obtained from option-based models. Our findings show that default probability is negatively related to returns. While we find that size and book-to-market are related to default risk, the ability of these variables to explain cross-sectional variation in returns is not because they are proxying default risk. Further, our evidence suggests that the negative relationship between default probability and returns is not due to a leverage, volatility or momentum effect.     

Fertility,human capital and the wealth of families

Summary An overlapping generations model with parental altruism is examined. The existence of the optimal value function in a model with an endogenous discount rate is proven. Two development regimes are produced: a high fertility, low income and no growth steady state, and a perpetual growth equilibrium with low fertility and rising income.This paper is adapted from my dissertation. I would like to thank the members of my dissertation committee for helpful comments and suggestions, Messrs, Gary S. Becker, Robert E. Lucas, Jr., Kevin M. Murphy and Sherwin Rosen. I'd like to thank Brooks Pierce, Paul Romer, Ken Judd, Beth Ingram, Ed Prescott and Fernando Alvarez. I also thank the workshop participants of the University of Chicago, University of Pennsylvania, University of Toronto, University of Rochester, University of Washington, Penn State University, University at Buffalo, SUNY, Columbia University and University of Iowa.     

Customer evaluation of retail salespeople utilizing the SOCO scale: A replication,extension, and application

Measuring retail salesperson performance is a critical, though relatively neglected research issue. We suggest that the SOCO scale may be an appropriate tool for measuring salesperson performance from the buyer’s perspective. Therefore, a replication of the SOCO scale was undertaken by having consumers evaluate retail salespeople. The SOCO scale items were slightly modified to fit the consumer sample and retail focus of the study. In addition, the number of points on the SOCO response scale was also reduced and the verbal anchors modified to better suit the needs of telephone surveys. Despite these changes, the properties of the scale were found to be strikingly similar to those reported in prior studies. It was recommended that retailers adopt the SOCO scale to measure salesperson performance.     

Marketing and the law

Marketing decisions are particularly vulnerable to legal rulings made in both the courts and the legislatures. The effective management of those legal implications challenges the modern marketing professional. Grasping marketing’s overall legal environment, including its governing case law, regulatory statutes and future trends, is essential. This review will provide analysis of recent court cases and legislation with particular emphasis on creatively assisting the marketer’s management of the legal factor.