Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?

With the increasing usage of platforms such as Facebook, understanding customer complaint behaviour (CCB) in the context of the social media is imperative for any businesses. Of the two billion users on Facebook, more than half of its users have shared their product-related experiences with others on the platform. This paper aims to explore CCB in the context of social media in regards to customers’ unfavourable buying experiences in the retail sector. A qualitative research approach and 12 in-depth interviews were conducted. The findings indicate that the respondents’ initial contact with the retailer directly resulted in service recovery failures and undesirable outcomes. Such double deviation then leads to frustration and uncertainty of the situation, which furthermore led to the respondents’ need to voice their complaint by sharing their unfavourable experiences on Facebook. The main reasons for the respondents to voice their complaints on the platform is to vent frustration, to share their unfavourable experiences, a need to be seen, understood and respected, to seek revenge by damaging the retailer’s reputation as well as offering the retailer a chance to improve. A proper way to manage complaints, in which frontline employees can solve the problem before the customers feel the need to turn to the social media, is crucial. However, once the complaints are voiced on Facebook, it is imperative to respond to the complaints and acknowledge the problem rather than ignoring the situation.     

Farmer perceptions of legumes and their functions in smallholder farming systems in east Africa

Legumes play an important role in sub-Saharan Africa (SSA) farming systems through the provision of food, feed, fuel, income and a range of biophysical benefits, such as soil fertility enhancement and erosion control. However, their full potential is not being realized. The purpose of this study was to assess farmers’ perceptions and knowledge towards legumes and the rationale of farmers for current legume production practices using a survey of 268 farmers in the Democratic Republic of Congo and Kenya. Most of the farmers had some knowledge of legumes and their characteristics. However, they had little knowledge of some key functions, including soil erosion control and soil fertility improvement. Most farmers relied on radio and other farmers for legume-related information. Farmers with relatively large livestock holdings ranked provision of livestock feed as an important legume function. We conclude that farmers put more value on short-term benefits of legumes including food and income than long-term benefits such as natural resource management and thus grain legumes are more readily identified by farmers than forage species. Also, we conclude that farmers require more than just information about legumes to increase uptake, they also require improved market access to procure inputs and sell products to realize other benefits that are associated with growing legumes.     

Poisonings

Manufacturers of household products – including appliances, exercise equipment, and even some children's toys – expect consumers to supervise their children to prevent product related injuries. This approach to hazard prevention places the burden of safety on parents and caretakers. This study examined actual supervision practices of parents of children between the ages of two and six years. 59 parents, aged 31 to 40 years, residing in Montgomery County, Maryland, completed a 24-item self-administered questionnaire, consisting of multiple choice and open-ended questions. Nearly all respondents reported that there are times when their children are in a different room from them. When the children are out of sight, parents reported checking on their children periodically, with increasingly longer periods between observations, as the child gets older. Nearly half of the children got out of bed in the morning always or often before a parent. Ninety-five percent of parents perceived that their child was at no risk or slight risk of injury when getting up in the morning before them. In conclusion, it can be said that many parents supervise their children by being close-by and on-hand as needed, rather than being directly involved in the child's activities. Manufacturers are encouraged to employ passive measures and sound designs, rather than rely on close parental supervision for injury prevention.     

In search of well-being: Factors influencing the movement toward and away from maladaptive consumption

Common consumption behaviors may become harmful to consumers. Maladaptive consumption is the result of an increase in frequency or amount of everyday, normal consumption (adaptive) behaviors, which may cause significant harm to consumers and society. The authors explore maladaptive behavior and investigate how important insights about maladaptive consumption may lie at the intersection of harm. Consequently, the discussion focuses on how marketers and policymakers, through their strategic approach, can both encourage and mitigate maladaptive behavior. Understanding the transition from adaptive to maladaptive behaviors, and the return to adaptive consumption patterns, is critical for marketers, consumer advocates, and policy researchers, focused on dampening overconsumption with its corresponding harm. A discussion of the implications of maladaptive consumption on consumer health and well-being sets the foundation for rethinking marketing practice and public policy. Finally, a set of research propositions are offered for future research.     

Dank Yoga mehr Wohlbefinden nach Brustkrebs

Das k?rperliche und psychische Wohlbefinden steigern - Die Behandlung einer Brustkrebserkrankung ist für die betroffenen Frauen k?rperlich wie psychisch eine Tortur. Gezieltes Yogatraining kann helfen, mit den Behandlungsfolgen besser umzugehen. Ein weiteres Plus: Die Frauen bekommen wieder ein positives Gefühl für ihren K?rper.     

Peanut Research and Poverty Reduction: Impacts of Variety Improvement to Control Peanut Viruses in Uganda

A procedure is developed and applied for predicting ex ante impacts of agricultural research on aggregate poverty, using as an example the poverty-reducing impact of peanut research in Uganda. Market-level information on economic surplus changes is combined with a procedure for allocating income changes to individual households. Characteristics of farmers that affect their likelihood of technology adoption are used to create a technology adoption profile. Associated changes in poverty resulting from adoption are computed using poverty indices. Predicted income changes at the household level are aggregated to the market level and reconciled with calculations of economic surplus changes.     

Natural Language Processing in Accounting,Auditing and Finance: A Synthesis of the Literature with a Roadmap for Future Research

Natural language processing (NLP) is a part of the artificial intelligence domain focused on communication between humans and computers. NLP attempts to address the inherent problem that while human communications are often ambiguous and imprecise, computers require unambiguous and precise messages to enable understanding. The accounting, auditing and finance domains frequently put forth textual documents intended to communicate a wide variety of messages, including, but not limited to, corporate financial performance, management's assessment of current and future firm performance, analysts’ assessments of firm performance, domain standards and regulations as well as evidence of compliance with relevant standards and regulations. NLP applications have been used to mine these documents to obtain insights, make inferences and to create additional methodologies and artefacts to advance knowledge in accounting, auditing and finance. This paper synthesizes the extant literature in NLP in accounting, auditing and finance to establish the state of current knowledge and to identify paths for future research. Copyright © 2016 John Wiley & Sons, Ltd.     

Beyond the boring grey: The construction of the colourful accountant

The accounting profession has long laboured under the weight of the stigma of the accounting stereotype. This unappealing persona may pose a potential problem for recruitment into the profession. How is the gregarious graduate to be tempted into the tentacles of the dull and the dreary? Drawing on Goffman's work on stigma and impression management, this paper examines the recruitment literature of the ‘big four’ accounting firms and six of the professional institutes in an attempt to unravel the techniques deployed by the profession to camouflage the spectre of the stereotype. The investigation reveals how the recruitment discourse, an important stage in the process of professional socialization, is used to construct an image of the trendy and fun loving accountant. Through text and image, a carefully orchestrated campaign of impression management casts aside the boring bookkeeper in favour of an altogether more colourful characterisation.