Buyer Loyalty in Business Markets: Can the Firm and Salesperson Get What They Truly Desire?

Purpose: Prior literature has acknowledged multi-foci customer loyalties (loyalty to the selling firm and salesperson-owned loyalty) and argued that both entities (selling firms and salespersons) foster customer loyalty through respective loyalty-capturing efforts (relationship investments). However, scholars have not investigated the influences of different types of interfirm relationship-specific investment (RSI) activities and salesperson behaviors (brand-building and guanxi behavior) on customer loyalty to the selling firm and salesperson-owned loyalty, especially their simultaneous (interaction) effects. The current research attempts to address this issue and examines the impacts that RSIs and salesperson behaviors have on customer loyalties.

Methodology/approach: A survey of seller–buyer dyads was conducted to test the proposed theoretical model and hypotheses. Using 192 dyadic data from customers and salespersons in the Chinese business-to-business contexts, this study specifies the direct and interactive effects of sellers’ RSIs and salespersons’ behaviors on customer loyalties.

Findings: Results indicate that selling firms’ loyalty-capturing efforts—property-based and knowledge-based RSIs—have different influences on two types of customer loyalty. Salespersons’ relationship investments—brand-building and guanxi behaviors—also have asymmetric impacts on customer loyalty. Counterintuitively, salespersons’ loyalty-capturing efforts weaken the relationships between firms’ RSIs and customer loyalties.

Originality/value/contribution: This study specifies different types of relationship investments and examines their respective and interactive impacts on two types of customer loyalty—loyalty to the selling firm and salesperson-owned loyalty. The findings indicate that firms’ and salespersons’ efforts may lead to unexpected and unintended effects on multi-foci loyalties. Therefore, the current study enriches our knowledge about multi-foci loyalty management and relationship marketing.

Practical implications: Because firms’ and salespersons’ loyalty-capturing strategies exert positive direct influences on loyalty to the selling firm and salesperson-owned loyalty, both entities may actively leverage relationship investments’ impact on customer loyalty. However, as the interactive effects derived from concurrent loyalty-enhancing activities are negative, firms need to clearly assess the nature and

characteristics of their relationship with buyers and properly design relationship investments and guide salesperson behaviors. Managers should use property-based RSIs as a primary safeguard of customer loyalty to the selling firm. Meanwhile, internal branding and training programs can help salespersons develop brand building behaviors and better understand the potential unintended outcomes that different behaviors may induce. Aligning a branding goal between the firm and salespersons can benefit both parties while avoiding counter-productive outcomes.     

Revenue implication of auction value in <Emphasis Type="Italic">k</Emphasis>-price sealed-bid auctions: An experimental study

In this paper, we show that in a heterogeneous bidding community with predominantly risk-seeking bidders, third-price sealed-bid auctions yield higher revenue for the seller than first-price sealed-bid auctions when the auction value is low. Conversely, when the value of the auction is high, first-price sealed-bid auctions yield higher revenue for the seller than third-price sealed-bid auctions. Existing theoretical findings for a homogeneous group of risk-seeking individuals imply that third-price sealed-bid auctions should generate higher revenues for the seller than first-price sealed-bid auctions. Our results for low-value auctions agree but our results for high-value auctions do not agree with the existing findings. We discuss the implications of this discrepancy as a function of the shift in goal orientation from a win-focus to a value-focus as the value of the auction increases.

An Evaluation of the Effectiveness of Anti‐money Laundering and Anti‐terrorism Financing Legislation: Perceptions of Bank Compliance Officers in Malaysia

The present study sought to ascertain the perceptions of anti‐money laundering and counter‐financing of terrorism (AML/CFT) compliance officers of banks in Malaysia in order to develop an understanding of how well they understand the risks and how well they have implemented the obligations imposed by the regime. We examine these issues for the first time in the literature via the theory of crying wolf. A structured questionnaire survey of compliance officers of banks in Malaysia was followed by focus group discussions held at the Malaysian Institute of Bankers. We expect that the industry would consider suitable steps to improve the compliance culture, particularly in Islamic banks, and the regulators would watch such banks more diligently. Banks considered avoiding penalties, improving brand image and improving customer perceptions to be the rationale for implementing the AML/CFT legislation. Most conventional bank officers considered their organisations’ compliance culture to be high or very high, while this was not found to be the case in Islamic banks.     

和谐海洋理念的构建——基于蓝色经济区发展的思考

蓝色经济区建设是科学发展观指导下的海洋资源开发利用的战略要求。构建“和谐海洋”理念不仅能够为现阶段我国蓝色经济区建设提供价值引导,同时也是其可持续发展的先行条件。和谐海洋理念,就其在蓝色经济区发展中的应有之义而言,包含人海和谐、人人和谐、陆海和谐三个核心要素,结合目前我国蓝色经济区建设的现状,应着力从海洋环境法制建设、海洋管理模式转变、陆海资源统筹配置以及促进区域内合作共赢等方面践行和谐海洋理念,实现蓝色经济区全面、协调、可持续发展。     

畸变的时间与空间——电影《云图》的叙事特征分析

电影《云图》一反传统好莱坞电影线性的、类型化的叙事模式,构建了畸变的叙事时间与空间。其叙事特征有两点：一是叙事时间的碎裂与延伸;二是叙事空间的解构与统一。电影《云图》在叙事手法上的独创性值得思考。     

Classification of ownership patterns in Korean conglomerates

This study classifies the ownership structure of conglomerates considering the conglomerates' choices of pyramidal vs. horizontal structures and the magnitude of equity held by the controlling shareholders, namely the owner family. It proposes four patterns of ownership structure: (1) horizontal ownership with a high family stake, (2) horizontal ownership with a low family stake, (3) pyramidal ownership with a high family stake, and (4) pyramidal ownership with low family stake. Further, an attempt has been made to identify the series of economic variables contributing to the varying patterns of ownership structure in the 30 largest Korean conglomerates.     

Payment card rewards programs and consumer payment choice

By using a unique data set that contains detailed information about consumer payment choice and consumers’ attitudes toward each payment method, we estimate the effects of payment card rewards on consumer choice of payment methods. Our approach allows us to control for consumer heterogeneity. We find the effects of rewards to be statistically significant across five retail types. Our policy experiments suggest that for the sub-population who hold both credit and debit cards, removing rewards would increase their share of paper-based payment methods (i.e., cash and checks), measured in terms of in-store transactions, by no more than 4 percentage points.     

ROBUST ASSET ALLOCATION WITH BENCHMARKED OBJECTIVES

In this paper, we introduce a new approach for finding robust portfolios when there is model uncertainty. It differs from the usual worst‐case approach in that a (dynamic) portfolio is evaluated not only by its performance when there is an adversarial opponent (“nature”), but also by its performance relative to a stochastic benchmark. The benchmark corresponds to the wealth of a fictitious benchmark investor who invests optimally given knowledge of the model chosen by nature, so in this regard, our objective has the flavor of min–max regret. This relative performance approach has several important properties: (i) optimal portfolios seek to perform well over the entire range of models and not just the worst case, and hence are less pessimistic than those obtained from the usual worst‐case approach; (ii) the dynamic problem reduces to a convex static optimization problem under reasonable choices of the benchmark portfolio for important classes of models including ambiguous jump‐diffusions; and (iii) this static problem is dual to a Bayesian version of a single period asset allocation problem where the prior on the unknown parameters (for the dual problem) correspond to the Lagrange multipliers in this duality relationship. This dual static problem can be interpreted as a less pessimistic alternative to the single period worst‐case Markowitz problem. More generally, this duality suggests that learning and robustness are closely related when benchmarked objectives are used.     

Tendency to Infer Bribery and Corrupt Intent in Social and Business Situations: Comparing Chinese and Singaporean Employees

The present paper investigates the differences in ethicalperceptions between Chinese and Singaporean employees. Twocontrasting predictions based on socialization theory are testedusing 142 Chinese and 141 Singaporean employees as subjects. Results show that Chinese employees tend to infer a greaterdegree of unethical (bribery and corrupt) intent than Singaporeanemployees in 17 of the 25 ethical vignettes. The converse isfound in only two and no significant differences are found in therest of the vignettes. Implications for international managersand assignees and researchers in international business workingon or in China are discussed.