White response to potentially discriminatory actions in a services setting

Discrimination in the marketplace is a significant problem for many blacks and for service providers. However, recent research suggests that some whites may respond similarly to blacks when they witness what they perceive to be a discriminatory act in a service encounter. Using an experimental design methodology, this research investigates the extent to which this occurs. The degree to which an observing customer values the other customer's welfare and feels empathy has been found to explain differences in service failure perceptions among white study participants. White participants high in empathy for blacks were found to react similarly to blacks relative to the inherent negativity of the service failure. This suggests that a service failure involving black customers that hints of discrimination has a greater overall impact on the long‐term success of the service firm than originally envisioned. © 2011 Wiley Periodicals, Inc.     

Business travelers’ ticketing,refund, and exchange behavior

This study investigates when and why business travelers make changes to their airline itineraries. Results are based on tickets purchased over a 9-month period by employees of a university in Atlanta, US. The ability to track repeat passengers purchases across time allows analysis of how passenger cancellation behavior differs by frequency of travel as well as by carrier. Results indicate that frequent travelers and those purchasing from Delta versus AirTran are more likely to request ticketing changes. Other factors influencing cancellation behavior include the time from ticket purchase, time before flight departure, and whether the itinerary is for the outbound or inbound portion of a trip.     

Enriching Urban Policy Mobilities Research

Attending to the recent and growing debates on urban policy mobilities, this commentary offers a view towards an intellectual and methodological reflexiveness for urban policy mobilities researchers. We consider connections between the various approaches and considerations that researchers have argued for in regards to doing policy mobilities research. In doing so, we argue that new pathways for research can be usefully carved out through attention to embodiment, or a peopling of the geographies of policy mobilities.     

Bricolage as a Path to Innovativeness for Resource‐Constrained New Firms

Evidence suggests that both nascent and young firms (henceforth: “new firms”)—despite typically being small and resource‐constrained—are sometimes able to innovate effectively. Such firms are seldom able to invest in lengthy and expensive development processes, which suggests that they may frequently rely instead on other pathways to generate innovativeness within the firm. In this paper, we develop and test arguments that “bricolage,” defined as making do by applying combinations of the resources at hand to new problems and opportunities, provides an important pathway to achieve innovation for new resource‐constrained firms. Through bricolage, resource‐constrained firms engage in the processes of “recombination” that are core to creating innovative outcomes. Based on a large longitudinal dataset, our results suggest that variations in the degree to which firms engage in bricolage behaviors can provide a broadly applicable explanation of innovativeness under resource constraints by new firms. We find no general support for our competing hypothesis that the positive effects may level off or even turn negative at high levels of bricolage.     

The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores

Many factors, both obvious and subtle, influence customers’ store patronage intentions. Using videotape technology that enabled us to experimentally manipulate the number of visible store employees, number of customers, and music, we test the relative importance of wait expectations and store atmosphere evaluations on patronage intentions. These constructs are found to be critical antecedents of store patronage intentions in the context of the service-intensive retail store at which the model was tested. We also find support for the direct effects of gender on wait expectations and store atmosphere evaluations. We discuss some implications for retailing research and practice.     

Cobweb dynamics and price dispersion in illicit drug markets

Extreme price dispersion is a hallmark of illegal drug markets, and this apparent contradiction to the law of one price has long puzzled drug market economists. We propose a novel explanation for this dispersion: the coupling of dealers’ unwillingness to hold inventory with dealers’ imperfect foresight concerning future prices and/or random lead times when “ordering” drugs from higher-level suppliers. Unwillingness to hold inventory means drug markets might operate consistent with a cobweb model. The classic cobweb model was inspired by the observation of cyclic (typically annual) fluctuations in commodity prices. However, with minor changes that make the model more realistic the resulting price trajectories can be highly variable or even chaotic, not just periodic. Cobweb dynamics can also amplify the variability created by supply chain disruptions.     

The synergistic effect of market orientation and learning orientation on organizational performance

Although a large body of research theoretically asserts a positive relationship between market orientation and organizational performance, fewer empirical studies demonstrate it using multiple and varied organizational performance measures. Additionally, a series of recent studies have theoretically proposed, but not empirically demonstrated, that a firm’s learning orientation is likely to indirectly affect organizational performance by improving the quality of its market-oriented behaviors and directly influence organizational performance by facilitating the type of generative learning that leads to innovations in products, procedures, and systems. This empirical study supports all of these specific contentions and the more global notion that higher order learning processes may be critical in creating a sustainable competitive advantage in the firm. William E. Baker is an assistant professor of marketing in the School of Business Administration at the University of Vermont. His research interests include both individual and organizational learning. He has published in the areas of consumer decision making, advertising effectiveness, and market-based organizational learning. James M. Sinkula is an associate professor of marketing in the School of Business Administration at the University of Vermont and the director of its MBA Program. His research interests lie primarily in the areas of organizational information use and market-based organizational learning. He has publications in theJournal of the Academy of Marketing Science, Journal of Advertising Research, Journal of Business Research, Journal of Marketing, and others.