Customer satisfaction and customer behavior: The differential role of brand and category expectations

Previous research has suggested that consumers use multiple strands to evaluate their satisfaction with a product and to establish postpurchase behavioral intention. However, prior empirical research has focused on which individual standard best predicts satisfaction. In contrast, this article develops and tests a model of consumer satisfaction and postpurchase behavioral intention in which consumers simultaneously use multiple standards—perceptions of performance, brand expectations, and category expectations. The results of an experiment for a simulated service encounter provide support for the proposition that consumers use multiple standards and that these standards have differential effects on such postpurchase outcomes as satisfaction, repurchase intention, and willingness to recommend. Brand expectations are shown to be better predictors of affective outcomes (such as satisfaction), while category expectations are shown to be better predictors of behavioral outcomes (repurchase and recommendation). Consistent with prior research, perceived performance is shown to have a strong effect on both satisfaction and behavioral intention.     

The effects of television advertising execution on recall,comprehension, and persuasion

The present study fills a gap in the advertising effects literature for a large-sample comprehensive study of the impact of general message factors on recall and persuasion measures of advertising performance. An analysis of executional factors in 1059 television commercials revealed that the presence of a brand differentiating message accounted for more variance in persuasion than other executional factors. Recall and persuasion performance were more closely related for new products than for established products. A brand differentiating claim in the commercial was the most important single executional factor affecting advertising effectiveness.     

CONTRADICTORY COUPLINGS: PROFESSIONAL IDEOLOGY IN THE ORGANIZATIONAL LOCALES OF NURSE TRAINING

Nursing is a contemporary occupation which has developed an explicit ‘professional project’. In the UK this has centred around an occupational ideology which stresses managerialism and credentialism. This occupational ideology comes into contradiction with older conceptions of professionalism which are couched in vocational terms. The vocational meaning is shown to be situated and reproduced in organizational locales which serve to undercut the managerialist and credentialist meanings. The focus of these cross-cutting meanings is the interpretation of a ‘good nurse’. Using a ‘negotiated order’ perspective, focusing on ‘contradictions’, case study material suggests that there are important gaps between formal representations of the professionalism project and the actual, situated practice of ‘nursing’. For trainee nurses these gaps are particularly apparent. In day-to-day organizational life they have to negotiate contradictory conceptions encountered in the diverse locales of ward work and nurse training. In addition, the different meanings may be encountered even in the same locales.     

沃顿商学院

在危急时缓解压力 面对经济下滑，公司的直觉反应是压缩过剩的生产能力，同时要求员工加倍努力工作。然而，这种做法会引起员工的怨恨，事实上是弊大于利。聪明的做法是坦诚地向员工说明公司所面对的局面，邀请员工一起帮助公司渡过危机，鼓励并支持员工解决生活中出现的其他困难。把这些事情做好，     

High performance work systems and workplace partnership: a case study of aerospace workers

This article provides case study analysis of the impact of high performance work practices and workplace partnership on skilled workers in the UK's aerospace industry. In contrast to assumptions that such practices increase empowerment and participation we find evidence of a democratic deficit in workplace decision-making and deterioration in the quality of working life.     

The Thrifty Food Plan and low-income households in the United States: What food groups are being neglected?

Food assistance programs in the United States provide low-income households with the resources to purchase a healthy, nutritious, and palatable diet, if they buy the market baskets of food outlined in the Thrifty Food Plan. This study compares the cost of these baskets with actual spending on food at home by low-income households. Simulations reveal at-home food spending by low-income households to represent only 86% of what is needed to follow the Thrifty Food Plan. Married couples with children and female-headed households with children spend only 73% and 82%, respectively, and just 43% and 50% for at-home fruits and vegetables.     

The professional background of company law pressure groups

In a recent article, Jones (1995) notes that witnesses before the nineteenthcentury government committees played a pivotal role in the initiation of company accounting recommendations and, ultimately, in subsequent legislation. However, very little is known about these witnesses, particularly in relation to their professional occupations/affiliations and the degree to which different professions were represented before various parliamentary committees. Research on these questions will improve our knowledge and understanding of nineteenth-century influences on company law reform. This preliminary study indicates that the representation of different professional groups varied between committees. Furthermore, certain professions and interest groups tended to be better represented than others throughout the nineteenth century. Finally, accounting recommendations of witnesses appeared to vary across different professions.     

Valuation uncertainty,home and host market uncertainty,and cross-border seasoned equity offerings

This study examines how market timing can affect host market reaction to cross-border seasoned equity offerings (SEOs), an event generally viewed unfavorably by investors. We assume that firms engage in market timing in response to valuation uncertainty (VU), home market uncertainty (HMU) and/or host market uncertainty (HSU), and that raising capital abroad faces higher scrutiny costs and familiarity bias from host market investors. We conjecture that timing strategies provide signals that vary in strength to host market investors and that dual-timing strategies may strengthen an existing signal. Our hypotheses are tested on a sample of 190 cross-border SEOs that were issued on the U.S. stock market between 1990 and 2017 by firms from 29 countries. Using event study methodology, we find that market timing based on VU is negatively related to host market valuation and that a dual-timing strategy with HMU or HSU generally produces a stronger signal. Our results have practical relevance for stock markets that suffer from high uncertainty; we estimate that a high VU firm with a $1 billion valuation suffers a drop of $31.3 million in market valuation during a high host market uncertainty (high HSU) compared with low host market uncertainty (low HSU).