When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

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.     

General retail patronage loyalty as a determinant of consumer outshopping behavior

Consumer outshopping research has shown there are significant, but weak, relationships between consumers' attitudes toward local retailers and the degree to which they shop in local versus outlying areas. An alternative attitude measurement, retail patronage loyalty, is proposed and empirically evaluated. The loyalty scale was shown to be a stronger and more generalizable predictor of consumer outshopping behavior.     

Team up to meet child-care needs

Recognizing the importance of child care is not the same as providing it. The options for many employees are limited, but some employers are trying to assist employees with their child-care needs. One option that benefits many small to medium-sized companies is a child-care consortium.     

Discriminating Among Alternative Theories of the Multinational Enterprise

Recent theoretical developments have incorporated endogenous multinational firms into the general–equilibrium model of trade. One simple taxonomy separates the theory into "vertical" models, in which firms geographically separate activities by stages of production, and "horizontal" models, in which multiplant firms duplicate roughly the same activities in many countries. The authors nest a horizontal and a vertical model within a hybrid (unrestricted) "knowledge–capital model" and estimate the specifications with data on US foreign direct investment activity. In the nested econometric tests, the data sample cannot distinguish statistically between the unrestricted model and the restricted horizontal model, indicating that the latter captures virtually all of the determinants of FDI. The tests overwhelmingly reject the vertical model.