Retail service quality as a key activator of grocery store loyalty

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty.     

Consumer protection in the Greek legislation

Greek law only recently has discovered the consumer as an object of protection. Even though there is no specific consumer legislation in Greece, case law and legal writing are becoming concerned with the inferior position of the consumer in the market place and are therefore developing more adequate instruments of protection. EEC legislation forces Greece to reform its law. The paper analyses different areas of law which have been shaped by the consumer impulse, most notably unfair and restrictive trade practices legislation, market regulations, product liability rules, and the prohibition of unfair contract terms. According to the author, implementation in these areas is not quite satisfactory, especially as far as conformity with EEC directives is concerned.

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Verbraucherschutz in der griechischen Gesetzgebung

Zusammenfassung Der Aufsatz gibt einen Überblick über den gegenwärtigen Stand des Verbraucherschutzes im griechischen Recht. Hier sind noch erhebliche Defizite festzustellen, da sich kein Gesetz speziell mit dem Schutz des Verbrauchers befaßt. Ein wichtiger Impuls für die Verbrauchergesetzgebung geht von der Notwendigkeit Griechenlands aus, sich den EG-Richtlinien anzupassen. Die Rechtsprechung benutzt die Generalklauseln, um den Schutz des Verbrauchers zu verbessern. Im Schrifttum zeigt sich ein verstärktes Interesse für theoretische und praktische Fragen des Verbraucherschutzes. Der Aufsatz untersucht dann im einzelnen die verbraucherpolitische Bedeutung des Wettbewerbsrechts (sowohl Lauterkeits- wie Beschränkungsrecht), des Marktordnungsrechts, des Produkthaftungsrechts und des Rechts der allgemeinen Geschäftsbedingungen. Hingewiesen wird auf Schutzlücken und auf Implementationsdefizite, insbesondere im Verhältnis zum EG-Recht, aber auch auf neue Tendenzen zur Anwendung und Reform des vorhandenen Instrumentariums.

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Elisa Alexandridou is Professor of Commercial Law at the Law Faculty, Demokritos University of Thrace, Queen Olgas 70, Thessaloniki, Greece.     

Funzioni di Green per equazioni differenziali ordinarie e applicazioni in finanza

Nella letteratura finanziaria è ricorrente la presenza di problemi ai valori iniziali o ai limiti, non omogenei, la cui soluzione può essere espressa in forma integrale. A tal fine si utilizza un nucleo, detto funzione di Green, di cui è possibile indagare le proprietà e fornire un'interpretazione probabilistica. Il presente lavoro esamina e rielabora tale metodo risolutivo, usato per la valutazione di funzionali di processi stocastici privi di fattori di sconto. D'altro canto, nella letteratura finanziaria sono presenti funzionali al cui interno è riconoscibile un fattore di sconto. Definiremo la funzione di Green anche in relazione ad essi e li studieremo al di fuori del caso browniano, già noto.Summary Second-order ordinary differential equations, both linear and non-homogeneous, play an important role in Finance. Integral form solutions to the corresponding initial or boundary-value problems — in the spirit of the Feynmac-Kac representation — are well-known. They are based on a kernel, known as Green's function. This method has been applied almost exclusively to the representation of functionals of stochastic processes with no discount factor. In Finance however we are mainly concerned with functionals presenting a discount factor, which have been extensively studied for the brownian case only. As a consequence, the paper firstly reviews the concept and properties of the Green function, especially with reference to the standard evaluation of functionals of stochastic processes. Secondly, it develops a Green's function approach for discounted functionals. Finally, it suggests applications and extensions.

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L'autrice è grata ad un anonimo referee per i suggerimenti dati al lavoro, che ha goduto del parziale finanziamento MURST 40% (Intermediazione finanziaria, funzionamento dei mercati ed economia reale).     

Global Standards and Ethical Stock Indexes: The Case of the Dow Jones Sustainability Stoxx Index

The increased scrutiny of investors regarding the non-financial aspects of corporate performance has placed portfolio managers in the position of having to weigh the benefits of ‘holding the market’ against the cost of having positions in companies that are subsequently found to have questionable business practices. The availability of stock indexes based on sustainability screening makes increasingly viable for institutional investors the transition to a portfolio based on a Socially Responsible Investment (SRI) benchmark at relatively low cost. The increasing share of socially responsible investments may play a role in providing incentives towards a continuous upgrading of sustainability standards to the extent that their performance is not systematically inferior to that of the other funds. This article examines whether these incentives have been so far detectable with particular reference to the Dow Jones Sustainability Stoxx Index (DJSSI) that focuses on the European corporations with the highest CSR scores among those included in the Dow Jones Stoxx 600 Index. The aim of the article is twofold. First, we analyse the performance of the DJSSI over the period 2001–2006 compared to that of the Surrogate Complementary Index (SCI), a new benchmark that includes only the components of the DJ Stoxx 600 that do not belong to the ethical index to evaluate more correctly the size of possible divergent performances. Second, we perform an event study on the same data set to analyse whether the stock market evaluation reacts to the inclusion (deletion) in the DJSSI. In both cases, the results suggest that the evaluation of the CSR performance of a firm is a significant criterion for asset allocation activities.     

Product configurator impact on product quality

More and more firms today rely on product configurators to more efficiently and effectively meet increasingly diverse customers’ needs. In literature, however, the discussion of the performance outcomes of product configurator use is limited and largely based on anecdotal evidence. Our paper contributes to fill this gap by developing and empirically testing hypotheses about the relationship between product configurator use and product quality. We find empirical support for the hypotheses that product configurator use improves product quality and that this relationship is negatively moderated by the difficulty for a company to determine the needs of its target market. We conclude by discussing implications of our findings for both research and practice.     

Medical technology and the production of health care

This article investigates the factors that determine differences across OECD countries in health outcomes, using data on life expectancy at age 65, over the period 1960 to 2007. We estimate a production function where life expectancy depends on health and social spending, lifestyle variables, and medical innovation. Our first set of regressions include a set of observed medical technologies by country. Our second set of regressions proxy technology using a spatial process. This article also tests whether in the long-run countries tend to achieve similar levels of health outcomes. Our results show that health spending has a significant and mild effect on health outcomes, even after controlling for medical innovation. However, its short-run adjustments do not seem to have an impact on health care productivity. Spatial spill overs in life expectancy are significant and point to the existence of interdependence across countries in technology adoption. Furthermore, nations with initial low levels of life expectancy tend to catch up with those with longer-lived populations.     

The toll of traffic-related fatalities in a metropolitan Italian area through the experience of the Department of Legal Medicine

Despite the introduction of new traffic laws in Italy, traffic-related deaths are still a huge burden. The study presents data and medico-legal issues behind traffic deaths in Milan between 2001 and 2012 (1506 traffic-related deaths). Data were collected from the database of the Department of Legal Medicine: 79.4% males and 20.6% females (mean age 44.14). The target group concerned traumatic deaths as a consequence of the accident as well as deaths not directly related to an accident. Although 6.1% were non-traumatic deaths (cause of death unconnected to the accident, i.e. because of a heart attack, or when death occurred after survival and cause of death was not related certainly to the accident), multiple skeletal/visceral injuries were the main cause of death (57.9%), occurring in motorcyclists the most (63.7%). Injuries to the skull and brain were the second cause of death (25.9%). Victims were mostly males (79.4%) and drivers (77.6%). Fifty-five per cent were deaths on-scene, while 45% survived. Other variables were also considered: medications, medical history, and drugs/alcohol/smoke. A downward trend in traffic-related fatalities was evident, but the toll is still high. This study should be a glimpse at the actual situation, since it is indicative of a metropolitan area where autopsies are systematically performed.     

Incentivizing Vegetable Consumption in School-Aged Children: Evidence from a Field Experiment

We conducted a field experiment to test the effect of nonmonetary incentives in increasing children's vegetable consumption during lunch at school. We measured children's daily vegetable consumption for four consecutive weeks prior to the provision of incentives, for four consecutive weeks during the incentive provision, and for three consecutive weeks right after the provision of incentives. To check the longer-term effect of the incentive provision, we measured children's daily vegetable consumption 11 weeks after the postintervention period. Results suggest that the incentives are effective in increasing vegetable consumption and that this effect persisted several weeks after the provision of the incentives ended. This is an important topic since gaining a better understanding of effects of nonmonetary incentives can help in the design of nutrition and health policies aimed at improving the dietary behavior of children and potentially reducing childhood obesity.