The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing

This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing. This framework extends the basic ideas on customer satisfaction developed for manufacturing in a homogeneous single product setting to the heterogeneous multi-product setting relevant for many retailers. The paper illustrates one approach to the implementation of this framework with data for a set of supermarkets in Pamplona, Spain, that measure distribution services by asking consumers questions explicitly identifying these services. The five main categories of distribution services identified by the conceptual framework and measured in the data are economically important and statistically robust determinants of customer satisfaction with supermarkets. These results are obtained controlling for other variables typical of the customer satisfaction literature and measuring customer satisfaction in a manner consistent with that literature. The results are robust to corrections for sample selection and alternative estimation methods. Perhaps our most interesting novel result is that the effect of the determinants of customer satisfaction on future purchase intentions in the supermarket case is different when measured directly in a one stage process than when measured indirectly in a two stage process through the attributes/satisfaction/ purchase intentions chain.

Auditor Independence,Current and Future NAS Fees and Audit Quality: Were European Regulators Right?

Abstract

European Union adopted the Regulation (EU) No 537/2014, which in practice prohibits the joint provision of audit and most types of non-audit services (NAS). Regulators presume that NAS fees weaken auditor independence and, as a result, impair audit quality. As the evidence at the European level does not support this view, the question of whether the new regulation will enhance auditor independence remains open. We examine the association between future NAS fees and audit quality by distinguishing among tax, audit-related and other services. We base the analysis on a sample of Spanish listed companies for the period between 2005 and 2016, finding a consistent negative association between future other NAS fees and audit quality. This suggests that the expectation of future purchases of this type of NAS may impair auditor independence. Conversely, for tax and audit-related services results are not significant. Taken together, results suggest that European regulators should seek for further evidence before banning NAS, as some of them may in fact enhance audit quality.     

The institutional dimension of business ethics: An agenda for reflection research and action

The current discussion of business ethics is nothing new. In fact it has been a topic of common interest to both researchers and top managers since the mid fifties; the focus adjusting to issues and problems of the times. The authors of the article list four themes they believe to be of relevance for future discussion. First, ethics as an instrument of business behavior is entering a new dimension due to negative side effects of economic activities, which are even observed on a global scale and where it is doubtful that governments can adequately manage this complex environment. From this view, ethics becomes a decisive component of efficiency and requires a new way of thinking on the development of the market system and on a new delineation of responsibilities between government and markets. Second, in the process of transformation of the East-European states it seems to be all the more important to emphasize the ethical characteristics which are part of the concept of competition — the gains to the consumer due to the plurality of search and discovery procedures, the capability to correct and absorb wrong decisions, and the specific distributional ethics. Third, business ethics as an element of the firm's “guiding vision” has to be incorporated into its corporate culture, which will foster an institutional ethic of the firm — the joint effect of individual ethics within the history of the firm coupled with time and experience. Fourth, conflicting business philosophies must be judged with reference to the process of communication of business ethics. Summing up business ethics has a micro and macro component and is related to the individual firm as well as to the structure of the economic and social order. Ethics will, however, have a limited effect if it is not accompanied by the change in goals, structures and processes.     

Buildings’ Energy Efficiency and the Probability of Mortgage Default: The Dutch Case

The Journal of Real Estate Finance and Economics - We investigate the relationship between building energy efficiency and the probability of mortgage default. To this end, we construct a novel...     

Some properties of pseudo P-convex functions

In this note we study some properties of pseudo P-convex functions a class of generalized convex functions, recently introduced by Hackman and Passy, defined in product spaces of finite dimension. In particular we introduce some generalized monotone maps studying their relationships with the gradient of differentiable pseudo P-convex functions and a class of continuous P-connected functions that in a differentiable setting belongs to the class of pseudo P-convex functions.

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Sommario In questa nota si studiano alcune proprietà delle funzioni pseudo P-convesse, una classe di funzioni convesse generalizzate, recentemente introdotte da Hackman e Passy, definite nel prodotto cartesiano di spazi euclidei. In particolare si studiano alcune proprietà di monotonia del gradiente di funzioni pseudo P-convesse differenziabili e si evidenziano alcuni collegamenti con le funzioni P-connesse continue.

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This research is partially supported by the Italian Ministery of University and Scientific Research.     

Provoking identities: entrepreneurship and emerging identity positions in rural development

This article discusses entrepreneurship in a depleted community in transition. The purpose is to develop knowledge about how discourses are used in the positioning of identity in regional development. The concept positioning illustrates how identities are provoked, challenged, negotiated and moved into identity positions that break away from the idea of imitating successful and wealthy regions; instead, locality, place and history emerge as important resources from where local actors obtain agency and recognize new opportunities. Ethnographic data of a single case were collected over a six-year period between 2005 and 2010. The longitudinal nature of the study made it possible to incorporate how local stakeholders took on new identity positions, while handling their inspiration as well as their frustration. Results show how rural change was conditioned by discourses and how entrepreneurship challenged and reframed dominating structures through interaction between entrepreneurship and community. Four discourses, expressed as dichotomies available to people in this depleted community, illustrate the interactive process of positioning: change vs. traditions, rational vs. irrational, spectacular vs. mundane and individual vs. collective. The results support research emphasizing perspectives that acknowledge interaction between entrepreneurship and context as well as discursive aspects of regional development.     

Supporting retailers to exploit online settings for internationalization: The different role of trust and compensation

The development of virtual technologies discloses two main opportunities for retailers, namely the possibility of complementing their offer through a multi-channel strategy in the marketplace they operate, and of extending their business in foreign countries. The online internationalization strategy requires retailers to overcome customers' privacy concern facilitating their information sharing with the firm so as to conclude the online transaction.This paper aims at helping retailers in reaching this goal by investigating the effect on behavioural information sharing in online settings of two variables emerged as relevant in literature: trust and compensation (as a form of incentive). The results of an experimental study show the key role of trust on increasing online information sharing.