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. 相似文献
This study presents a two-phase model of interfirm exchange in the logistical supply industry. The first phase uses transaction
cost analysis to identify conditions leading to market-based transactions, unilateral agreements, and bilateral alliances.
The second phase illustrates how formal controls and relational norms yield performance in market, unilateral, and bilateral
governance systems. A test of the model with data from 189 logistical supply relationships suggests that bilateral alliances
emerge through the interaction of user investments in the logistics supplier, supplier logistical services, and marketplace
uncertainty. Bilateral alliances attain desired outcomes through participative management and flexibility. By contrast, market-based
transactions yield desired outcomes through formalization and solidarity. Unilateral agreements gain performance through formalization,
participation, information sharing, and solidarity. Implications for logistics management and theory are discussed.
He received his Ph.D. in marketing from the University of Cincinnati. His research interests include relationship marketing
and marketing channels. His articles have appeared in theJournal of Retailing, Journal of Personal Selling and Sales Management, Marketing Letters, Omega: The International Journal
of Management Science, and elsewhere.
She received her Ph.D. from the University of North Carolina, Chapel Hill. Her research has concentrated on business-to-business
marketing relationships, with a focus on means to improve coordination, and on sales management, with an emphasis on ways
to enhance diversity, improve performance, and reduce turnover. Her articles have appeared in theJournal of Personal Selling and Sales Management, Journal of Business Research, Marketing Letters, Journal of Business-to-Business
Marketing, and elsewhere.
He is also the director of the Warehousing Research Center (WRC). He received his Ph.D. from Michigan State University. Industrial
marketing strategy, marketing and logistics interfaces, logistics and warehousing management are his primary areas of expertise
and interest. He has published articles in theJournal of Marketing, Journal of Retailing, Journal of Business Logistics, Industrial Marketing Management, and elsewhere. He has also written a leading industrial marketing text and a variety of warehousing and logistics monographs. 相似文献
A decision model involving discriminant analysis provides a method by which both upper and middle managers can avoid some
pitfalls that are likely to result in the substantially subjective process of pertbrmance evaluation of profit centers. It
is designed to provide more objective, more timely, and possibly more accurate information. The model is not designed to estimate
the return on investment for a profit center. The resulting discriminate score provides a direct evaluation of a profit center’s
management. 相似文献
Could external restraint and internal balance in Mexico havebeen reconciled at levels of savings and investment that allowedsatisfactory growth in output without the 198990 restructuringof debt? What are the likely implications of Mexico's "Bradydeal" on economic growth? What are the macroeconomic effectsof debt-equity swaps? This article develops and estimates amodel to address these issues. The analysis concludes that the198990 agreement in Mexico will contribute materiallyto macroeconomic stability and the restoration of economic growth. 相似文献
The Ju/'hoan Bushman Development Foundation (JBDF) is a multi‐dimensional development foundation which has as its main objective the raising of the standard of living of the indigenous Ju/'hoan Bushmen in eastern Bushmanland, Namibia. It has a basic needs approach to development.
The development activities of the Foundation started in 1981. The Nyae Nyae Farmers’ Cooperative, through which the Foundation now directs its development activities, was established in 1986. It is funded by various international development agencies, such as Christian Aid, NORAD, SIDA, Bread for the World, Oxfam Canada, and the EEC.
The basic needs approach of the Foundation addresses the following dimensions: water, food, cash, clothing, health, literacy and education, community esteem, and problems and propositions. 相似文献
Different viewpoints were expressed at the 1990 annual national conference of the South African Society for Agricultural Extension regarding the role of extension in the development of the farmer as entrepreneur. It is expected that public funding will increasingly be limited to functions of general public interest. To achieve independence farmers should be willing to expose themselves to entrepreneur development stimuli. it is in the public interest to develop scarce human, economic and natural resources. Research findings indicate distinct behavioral differences between entrepreneurs of differing perceptions. A comprehensive interdisciplinary education is recommended for agriculturalists. Because needs change, education programmes must be re‐evaluated from time to time. It serves little purpose to educate people in extension who do not have a technical message to communicate. The state extension service seeks closer cooperation and liaison with agricultural co‐operative and private sector know‐how. Departmental policy will probably be less rigid in future.
A clear distinction should be made between information and extension services. The adoption of an ethical code for extensionists may be opportune. Relevancy is an important contributing factor to extensionist credibility. 相似文献
There is a sizeable group of self-described Christian companies which have declared their belief in the successful merging of biblical principles with business activities. As these companies have become more visible, an increasing number of anecdotal newspaper and magazine articles about these companies have appeared. Surprisingly, no rigorous research has been conducted prior to our recent study. This article provides national estimates of the size and predominant characteristics of self-identified Christian companies. In addition, the study investigated the types of relationships these companies maintained with their employees, customers, communities, and suppliers.Nabil Ibrahim is an Assistant Professor of Business Administration at Augusta College, Augusta, Georgia. He has published articles, case studies, and professional papers in the areas of business policy and strategy.Dr. Leslie W. Rue is Professor of Management in the College of Business Administration at Georgia State University. He is the author of over forty articles, cases, and papers that have appeared in academic and practitioner journals. He has coauthored eight textbooks in the field of management.Dr. Patricia P. McDougall is an Assistant Professor of Management at Georgia State University. Her research focuses primarily on new venture strategies and international entrepreneurship and has been published in several academic journals.
Dr. G. Robert Grenne is an Associate Professor of Management at Old Dominion University, Norfolk, Virginia where he teaches strategic management and entrepreneurship. He is a Contributing Editor to Spiritual Fitness in Business and has published articles in various academic and practitioner journals. 相似文献
The impact of the Central and Eastern European (CEE) economies’ trade integration with European markets on CEE trade structures has been studied extensively. These studies frequently observe a quality upgrading of CEE exports. In this paper we consider three dimensions of quality upgrading: upgrading across industries, upgrading across different quality segments within industries and, finally, product upgrading within quality segments inside industries. For the analysis we partition industries into quality segments based on EU‐15 import unit values. The results for ten CEE countries (comprising the CEE‐5, the Baltics and South East Europe) and thirteen industries suggest fundamental differences, both across country groups and across the three different notions of quality upgrading. The CEE‐5 show no evidence of entering a ‘low‐quality trap’ in all three dimensions. By contrast, while there is a general catching‐up process across industries and inside quality segments, the second notion of low‐quality specialization may be applicable within the high‐tech industries to the performance for the Baltics and South East Europe as a group. 相似文献
This paper studies a link between inflation and economic activity that is built on two hypotheses. First, firms mitigate informational frictions in financial markets by accumulating retained earnings over a period of time. Second, firms allocate earnings among three competing uses - dividends, current investment, and the accumulation of internal funds - and inflation directly distorts this allocation decision as well as the real value of accumulated internal funds. The model predicts that the level of inflation - both unanticipated and expected inflation - as well as the variability of inflation distort firms’ internal financing decisions, increases frictions in financial markets, reduces the level and efficiency of investment, and reduces aggregate output. The marginal effects of inflation are increasing in the inflation rate. 相似文献