Consumer uncertainty,revisited

Uncertainty is an important concept within consumer behavior which to date is under‐theorized, especially in relation to important downstream variables such as information search intention and purchase intention, and can therefore lead to a loss of utility. The authors propose a new multidimensional conceptualization of consumer uncertainty and develop a theoretical model of uncertainty within two consumer behavior contexts, namely avoidance of sweatshop apparel and avoidance of food additives. Drawing on literature‐based insights as well as qualitative research and Expected Utility Theory, the authors develop hypotheses that offer insight into the potential antecedents (ambiguity and credibility) and consequences (search intention and purchase intention) of uncertainty. Using survey data, the authors test the hypotheses, finding strong support for many relationships hypothesized. Research and managerial implications are discussed. © 2011 Wiley Periodicals, Inc.     

Emotions, store-environmental cues, store-choice criteria, and marketing outcomes

This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test the hypotheses and model with structural equation modelling. The findings suggest that (a) store-related cognitions differentially affect emotions and customer outcomes (satisfaction and loyalty) and (b) the two emotions of arousal and pleasure differentially mediate the relationships between store-related cognitions and customer outcomes.     

Maximax Apportionments

The method of apportionment proposed in this paper reverses the approach of classical methods, where techniques for the assignment of electoral seats are developed, and then the fairness criteria which are met by this technique are established. In this paper, however, an order of priority of the criteria is first established and then a "customized" solution is developed for each individual case following the approaches of Balinski and Young. By using suitable relations of dominance between seat distributions and Cooperative Game Theory, it is possible to obtain a "minimax apportionment", i.e. a distribution which minimizes the gravest possible distorsions. This method can also be easily applied to multiordered apportionments.     

Extra- and intra-organizational drivers of workplace deviance

Workplace deviance is an employee behavior with detrimental effects on the organizational bottom line, which makes it of great interest for services management research. The author develops and estimates a model for understanding the relationship between extra- and intra-organizational antecedents and job satisfaction, which relates to workplace deviance. The model is tested using a sample of more than 270 occupationally diverse service employees. Results show that perceived customer unfriendliness, role ambiguity and service climate predict job satisfaction, which negatively affects workplace deviance. These results suggest implications for service management research and practice.     

The product innovation process and GDP dynamics

In this paper, we explain GDP dynamics through an analysis of the forces that modify the structure of the economy. These forces are represented by the entry of new firms and product innovations. Our model is inspired by Bak’s sand pile model, and the entry of a new firm or innovation is comparable to dropping a grain of sand in Bak’s model. The resulting model involves the insights of both Keynes and Schumpeter. It could be defined as Keynesian because the aggregate output is demand driven. That said, the model can mainly be labeled as Schumpeterian for several reasons: (i) innovations have a key role, (ii) credit is involved in supporting the innovation process, (iii) innovations partially destroy old industries, and finally (iv) without innovations, the system gradually approaches its stationary state. In this simple model, the change in the number of sectors (products) of the economy is the decisive factor with the following results: (1) the aggregate production has an increasing trend; (2) fluctuations are asymmetric; (3) recessions have a “creative destruction” explanation; (4) “classical” cycles are gradually replaced by “growth” cycles.     

Does relationship quality matter in e-services? A comparison of online and offline retailing

The quality of the relationship between customers and service firms has been found to be a major driver of customer loyalty in traditional (i.e., offline) service contexts. The increasing use of electronic services, or e-services, raises questions concerning the extent to which the relationship quality-customer loyalty link holds in an e-service context. Based on an extended model of relationship quality and by applying the social information processing perspective, this research tests the relevance of relationship quality for online relationships and explores differences of the relationship quality-loyalty link between online and offline retailers. To test the model, a large-scale study is conducted on both online and offline relationships for two service contexts (media and travel retailing). Using multi-group structural equation modeling, the authors identify differences between the online and offline environment in both service contexts. Results show that (1) relationship quality is similarly important for retaining customers online and offline and (2) differences in the impact of relationship-quality dimensions strongly depends on the service context.     

Being a JBR reviewer

Publishing academic research in influential journals is at the heart of modern knowledge economies. However, submitting to a top-tier journal such as JBR can be a challenging experience for some authors. In this piece I share my experience as a JBR reviewer and offer my thoughts on how authors should approach submissions and resubmissions to JBR.     

Conflicting preferences among tourists and residents

In this paper we present the results of a choice modelling (CM) experiment designed to estimate preferences of residents and tourists in Alghero, Sardinia (Italy). In 2004 Sardinia’s regional government introduced a set of reforms on coastal development and environmental protection that had important consequences for the tourism industry. The CM experiment took place in 2006, and aimed to study both resident’s and tourists’ preferences regarding the 2004 reform and other tourist development alternatives. We also assess the hypothesis that the perceived social and environmental effects of tourism differ among classes of respondents. The analysis indicates that there are conflicting preferences within the host community as well as between the host community and tourists. This creates a mismatch between residents’ supply and tourists’ demand of recreational services that needs to be addressed to promote the best tourist development strategy. It also shows that the 2004 reform is not such an effective strategy as it matches neither resident’s nor tourists’ preferences.