Customer query handling in sales interactions

Using a novel approach with video-recordings of sales interactions, this study focuses on a dynamic analysis of salesperson effectiveness in handling customer queries. We conceptualize salesperson behaviors, namely, resolving, relating, and emoting, as separate elements of customer query handling and empirically identify the distinct verbal and nonverbal cues that salespeople use to display these behaviors during sales interactions. We draw from compensation effects in social cognition theory to propose that customers’ perceptions of a salesperson’s effectiveness are prone to trade-offs between competence (resolving behaviors) and warmth (relating and emoting behaviors). Results, robust to endogeneity corrections, support the proposed tradeoffs such that the effectiveness of salesperson’s resolving behavior is significantly curtailed, even neutralized, by the salesperson’s relating and emoting behaviors. We situate these counterintuitive results within the extant theory and research on sales interactions, and outline implications for practice.     

What and how to communicate about a corporate brand with the consumers: An exploratory study

The present exploratory study investigates the differential impact of various relevant corporate brand associations on consumers' cognitive (product attitude and purchase intention) and affective responses (affective corporate commitment) in the three sectors, namely durables, services and fast moving consumer goods. The findings reveal that corporate brand associations can be categorised into two categories – universal associations, which are influential in all the sectors, and sector-specific associations, which have a differential effect on consumers in different sectors. Thus, this study reveals that corporate branding is important to consumers in all the sectors, but a single corporate brand story does not work in all the sectors. Further, corporate associations do not always have a positive effect on the consumers; under certain circumstances, these might either have no effect or have a negative effect on the consumers. Finally, there are two routes by which corporate brand associations can influence consumers – by affecting their cognitive responses or by influencing their affective responses towards the company. The recognition of the important corporate brand associations in the three sectors, and the routes (cognitive or affective) through which these associations influence consumer choices would enable marketers to develop more sophisticated corporate communication strategies.     

Flirting with the enemy: online competitor referral and entry-deterrence

Internet retailers often compete fiercely for consumers through expensive marketing efforts like search engine advertising, online coupons and a variety of special deals. Against this background, it is somewhat puzzling that many online retailers have recently begun referring their website visitors to their direct competitors. In this paper, using an analytical model, we examine this counterintuitive practice and posit that an entry deterrence motive can potentially explain this marketplace puzzle. Specifically, we develop a model where two incumbents compete for consumers” business while facing a potential entrant who is deciding whether to enter the market. In addition to setting the price, each incumbent firm could potentially display a referral link to its direct competitor. Our analysis reveals that when confronted with a potential entry, an incumbent may refer consumers to its competitor, intensifying the market competition that could result in shutting off the entrant. Furthermore, we show that when referral efficiency is exogenous, it is possible that in equilibrium only one incumbent refers its customers to competitor (i.e., one-way referral) or both incumbents refer their customers to each other (i.e, two-way referral). When referral efficiency is endogenous, the ex-ante symmetric incumbents may choose asymmetric referral efficiencies ex-post. We extend the model in a number of directions including making the entrant share endogenous and allowing incumbents to be asymmetric. Overall, our results indicate that firms may be motivated by entry deterrence to voluntarily refer consumers to their direct competitors even when they are paid nothing for the referral.     

The effects of third party certification on voluntary self-regulation of accidents in the U.S. chemical industry

We explore whether the introduction of mandatory third party certification in 2005 under the Responsible Care program has reduced the probability and severity of accidents in participating facilities in the U.S. chemical industry. Using a sample of 10,315 observations from 1136 facilities owned by 566 RC and non-RC firms between 1996 and 2010, we estimate the average treatment effect of third party certification. We find that the difference-in-difference estimate of the average treatment effect is statistically insignificant. This result is robust to various model specifications including the potential endogeniety of third party certification due to a firm’s self-selection into RC.     

Cointegration networks in stock markets

We use a novel approach based on a combination of network and cointegration analysis to examine linkages between stock markets across market cycles. Our results show that long-run linkages are likely to be global rather than regional and that market turbulence increases linkages. However, we find no widespread common stochastic trends between markets and neither are we able to draw a conclusion that major financial markets display influences network linkages.     

How pervasive is the effect of culture on stock market linkages? Evidence across regions and economic cycles

We conduct a comprehensive study on the effect of culture on stock market linkages. With data on 25 national stock markets, a quantile regression model is used to estimate the determinants of market linkages using culture variable/s such as language, religion and Hofstede’s cultural dimensions while controlling for distance, economic and legal variables. Further, we test whether these effects hold across regions and if changes are detected during periods of market crisis. We also test if market liquidity, an indicator of market efficiency, diminishes the impact of culture on market linkages. The main conclusion is that culture preferences shape investor choices, which affects integration between stock markets. The equity markets with similar cultural traits tend to increase market linkages; however, we observe differences across regions. Furthermore, liquidity and economic uncertainty fail to have an impact on the significance of culture variable/s as determinants of market linkages.     

A test of the Wagner's hypothesis for the Fiji islands

In this article we examine Wagner's law for Fiji for the period 1970 to 2002. Using the Johansen (1988 Johansen, S. 1988. Statistical analysis of cointegrating vectors. Journal of Economic Dynamics and Control, 12: 231–54. [Crossref], [Web of Science ®] , [Google Scholar]) test for cointegration, we find one cointegration relationship between national output and government expenditure. Using five different long run estimators, we find robust results on the impact of national income on government expenditure. The elasticity ranges from 1.36 to 1.44, implying that a 1% increase in income leads to a 1.36–1.44% increase in government expenditure. Moreover, we find that in the long run national income Granger causes government expenditure. While these results are consistent with Wagner's law, we warn policy makers that because Fiji's total debt stands at around 69% of GDP, in future the bulk of expenditure will go towards debt financing at the expense of productive sectors.     

Testing nonlinearities in economic growth in the OECD countries: an evidence from SETAR and STAR models

This study estimates the Self Exciting Threshold Autoregressive (SETAR) and Smooth Transition Autoregressive (STAR) models and examines the nonlinear and regime switching dynamics of economic growth for a set of 10 OECD countries. The null of linearity in SETAR model is tested using the recursive polynomial F test of Tsay and the bootstrap based supremum, average and exponential average Lagrange Multiplier (LM) tests of Hansen. The F test of Tsay rejects the null of linearity for all the countries, except Spain and Switzerland. The SETAR model of Hansen reinforces the evidence and suggests the rejection of linear model. The STAR model rejects the null of linearity against STAR nonlinearity for all the countries, except Denmark and Switzerland. The sequential F tests for the conditional nulls suggest the LSTAR nonlinearity for Australia, Belgium, France, Sweden and UK, and the ESTAR nonlinearity for Canada, Spain and the USA.     

My American Cousin: A Comparison Between Indian and the U.S. Malls

Malls came into existence because of changing patterns of urbanization and ways of living. The concept has traveled from the United States to the world over. Initially, the acceptance and awareness of malls was moderate in India, but there has been a spur in the proliferation of malls during recently. Indian malls are not an exact replica of the U.S. malls: the U.S. model has been modified resulting in development of India-specific prototypes. Indian malls differ from U.S. malls in terms of financing, location, size, expansion, architecture, stage of evolution, choice of anchor tenant, entertainment-mix, and mall management practices.     

A Comparative Analysis of Arab and U.S. Cultural Values on the Web

ABSTRACT

This study aims to explore the depiction of cultural values on global websites. There exists a research gap in terms of better understanding cross-cultural differences in web communications between the Arab and Western worlds. Thus, we conducted content analysis to examine the cultural values on websites from Arab countries and the U.S. The results suggest that local websites of Arab countries and the United States tend to differ significantly from each other on cultural contents. The proposed cultural findings can serve as a guide for creating culturally congruent international websites.