Cultural influences on B2B service quality-satisfaction-loyalty

The link between service quality, customer satisfaction, and customer loyalty has drawn the attention of both academic researchers and practitioners. They are also focusing on the effect of cultural differences on customer attitudes and behaviour in the global service industry. This paper examines the relationships between service quality, customer satisfaction, and loyalty as well as the moderating effect of cultural differences on the above relationships in the industrial business-to-business (B2B) service sector. The paper presents an empirical study using datasets collected from 7652 industrial customers across 55 countries and uses structural equation modeling (SEM) to test the hypotheses. The application of Net Promoter Score (NPS) as a customer loyalty metric based on customer experience management (CEM) is studied in relation to customer satisfaction. The study results demonstrate the positive relationship of service quality, satisfaction, and loyalty. In terms of the effect of cultural differences, the study finds that cultural dimensions of uncertainty avoidance negatively moderate the relationship between service quality and satisfaction, while individualism positively moderates the relationship between service quality and satisfaction. However, cultural differences do not impact on the relationship between satisfaction and loyalty.     

Key Antecedents and Outcomes of Korean Workers’ Perceived Labor-Management Relations

Labor-management relations have received increasing attention and are believed as important by academics and practitioners. This article examines the key antecedents and outcomes of Korean unionized workers’ perceived labor-management relations. Given the impact on employee performance and corporate productivity, it has not yet been known the extent of dynamics regarding the workers’ perceptions of the labor-management relations. The study employs the structural equation modeling using partial least squares(PLS) technique. The empirical results from 2,632 workers confirm that all hypothesized relationships are significant except the corporate training satisfaction in relation to labor relations. All outcomes of labor relations are significant. This research offers new insights into the important concept of labor-management relations specifically in Korea. Implications and future research are provided.     

“Untact”: a new customer service strategy in the digital age

Service Business - The Industry 4.0 era has brought a shift in consumers’ purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital...     

Yield curve risks in currency carry forwards

We provide empirical evidence that cross-country yield curve gaps (parallel gap, twist gap, and butterfly gap) are predictive to the expected currency carry premiums using currency forward contracts. We find that the expected currency gains are more notable as these yield curve risk factors at time t indicate short-term bond prices of investment currencies to go up (positive parallel movement, negative twist, and positive butterfly). We also find carry gains are more sensitively affected by cross-country monetary shocks than currency-country inflation pressures and business cycles. Our findings support that cross-country yield curve risk premiums still exist even after considering transaction costs.     

Anti-consumption beyond boundaries: From niche topic to global phenomena

The first anti-consumption special issue was published by Psychology & Marketing in 2002. More than a decade later, in 2018, the International Center for Anti-consumption Research held its seventh Symposium at the University of Almeria, Spain. This gathering was accompanied by an open call-for-papers in Psychology & Marketing to create a much-anticipated follow-up special issue. Many papers were received for both the symposium and official call. This editorial introduces the final 10 papers that comprise the Psychology & Marketing 2020 special issue on anti-consumption. While the area of anti-consumption has mushroomed into a vast array of work since 2002, this editorial provides four major themes that help to frame the contributions of the 10 new papers as well as set the scene for future work in anti-consumption. The four themes are: Conceptual clarity and refinement; ideological perspectives; environmental and sustainability focus; and novel outlooks on anti-consumption.     

Red price? Red flag! Eye-tracking reveals how one red price can hurt a retailer

Retailers present prices in red color to signal savings. Past research has shown that presenting all prices in red increases perceived savings from the store. However, in practice, retailers often present just one price in red in promotion materials with multiple prices. Will consumers perceive higher savings from the store even if only one price is presented in red? This research examines this prevalent retail practice using a theoretical lens. The theoretical framework predicts that two unique learned associations with red color (red: Savings and red: Stop) play a key role in shaping consumers' perception of savings from stores that highlight only one price in red. This research proposes and empirically demonstrates that consumers perceive lower savings from stores that present only one price in red. The theoretical framework is validated using a multi-method approach that combines the strengths of behavioral and physiological (eye-tracking) methods. Findings from this research suggest that presenting only one price in red lowers perceived savings from the store, which may hurt sales.     

Payday lending,crime, and bankruptcy: Is there a connection?

The payday lending industry has been the subject of controversy over the years. This is largely due to the high fee structure of payday loans and the view of some that the industry targets economically vulnerable groups. For these reasons, some states prohibit payday lending, while others impose regulatory restrictions on their operations. Despite the prohibitions and restrictions, the industry nonetheless serves a significant segment of the U.S. population. Our purpose is to determine whether in addition to providing loans to individuals, access to payday lenders is associated with less property crime and fewer bankruptcies. Using a unique data set obtained directly from all state regulatory authorities, we find evidence, contrary to some earlier studies, that the presence of payday lenders may help reduce property crime as well as personal bankruptcies.     

Impacts of tangible and intangible elements of Aid for Trade on the globalisation of developing countries

The Aid for Trade initiative was launched by the WTO in 2005 to help developing countries build their supply-side capacity and trade-related infrastructure to improve their capacity in the global market. This study investigates the impacts of both the tangible and intangible elements of this initiative on the economic, social and political globalisation of recipient countries. Intangible elements of Aid for Trade (aid for trade policy and regulation) may be considered as the software of Aid for Trade, while tangible elements (aid for economic infrastructure and building productive capacity) are the hardware. Countries that receive Aid for Trade can use both types of elements to succeed in globalisation. This research hypothesises that the tangible elements of Aid for Trade have a singular effect on the overall level of globalisation since they are expected to only increase the level of economic globalisation. Moreover, we expect that the intangible elements of Aid for Trade will have multiple effects on the overall level of globalisation as they have an impact on not only economic aspects but also social and political aspects of it. Using the dataset of Aid for Trade from 2002 to 2015, we find that the intangible elements of Aid for Trade have increased the recipients' level of overall globalisation.     

The heuristic‐systemic model of sustainability stewardship: facilitating sustainability values,beliefs and practices with corporate social responsibility drives and eco‐labels/indices

Using a framework from the heuristic‐systematic model and the value‐belief‐norm (VBN) theory, this study tests consumers’ systematic conjunction of sustainability values, beliefs and practices, and examines the heuristic influence of sustainability stewardship on the consumers’ VBN framework. In this study, sustainability stewardship within the textile and apparel industry refers to approaches that can facilitate the corporate social responsible (CSR) drive and eco‐labels/indices in corporate sustainability practices. Data from 239 US college students were analyzed using a structural equation modeling method. The findings confirmed that only the CSR drive is significant as heuristic sustainability stewardship in facilitating the consumer's systematic process in the VBN framework, while eco‐labels/indices do not moderate consumers’ sustainable practices. In particular, the current CSR drives in the textile and apparel industry strengthen consumers’ values in the altruistic, self‐enhancement and biospheric dimensions, and, further, lead to the sustainability practices of eco‐citizenship, green consumption and green product purchasing, through the mediation of proenvironmental belief. Comprehending these dynamics can empower marketers and researchers to devise pertinent ideas and practical applications of sustainability stewardship to academia and to the textiles and apparel industry.