Impact of tacit knowledge on customer loyalty

Tacit knowledge about customers held by contact personnel is a priority for better satisfying customer needs and creating added value. This research project seeks to develop a model to analyse the impact of tacit knowledge on loyalty for rural tourism lodgings. A questionnaire was applied to the clients of rural tourism lodgings who had either already consumed rural tourism services at least once or were then currently consuming such services. By applying structural equation models, the results demonstrate how tacit knowledge does improve the performance of employees in engaging in affective bonds and enables better understanding of the needs and expectations of customers. Furthermore, the results confirm how tacit knowledge about customers represents a resource able to promote customer loyalty and thus a very strong potential source of competitive advantage.     

SME growth in the service sector: A taxonomy combining life-cycle and resource-based theories

The approach to the life-cycle theory has been used as an analytical tool of the firms' growth. Several researchers argue that organisations move across several development stages where different problems are found resulting from different management styles and priorities, and resources. This research aims to develop an empirical taxonomy of small medium enterprise (SME) growth in the service sector based on life-cycle and resource-based theories. The data were submitted to bivariate and multivariate analyses to develop and test an empirical life-cycle model. It was possible to conclude that the firms could be clustered in three life-cycle stages. Some implications and future researches are addressed.     

Can Experiences With a Country's Foods Improve Images of That Country?

ABSTRACT

This study examines how experience with other countries’ foods affects people's images of those countries, as well as the strength of such images. The findings show that foods are effective cultural elements that can enhance country images. People who have eaten a country's foods reveal more favorable country images than those who lack such experiences. Country images are even more favorable when people have more positive and many food experiences. Furthermore, positive country image effects are greater for people in opposite-hemisphere countries than for those in neighboring countries. Finally, people who prefer certain attributes of a country's foods provide more favorable ratings for related product attributes from that country, indicating affect transfer from food experiences to other product categories. These findings have key implications, especially for policy makers and researchers who seek effective ways to improve country images.     

Omnichannel approach: Factors affecting consumer acceptance

Abstract

The omnichannel approach is a new commercial opportunity that aims to offer consumers a unique and satisfying experience through any touch point. This research aims to understand the factors that might lead consumers to accept and use this new approach. The conceptual model was tested empirically using primary data collected from 210 Portuguese participants. The results reported suggest that perceptions of usefulness, ease of use, and compatibility have a positive effect on brand experience, which strongly affects the behavioral intention to use. Additionally, a moderation analysis, using user status as a moderator, shows that while usefulness is important to uniquely explain use intention for low frequency, ease of use is only a good predictor of use intention for high-frequency users. This research provides useful insights for academic research by shedding light on this new phenomenon, and simultaneously for businesses by deriving some implications for defining their omnichannel strategies.     

Market strategy for promoting green consumption: Consumer preference and policy implications for laundry detergent

Green consumption is a very common phrase in our daily lives, yet product characteristics that mainly contribute to the diffusion of green products are largely unknown. Based on microeconomic theory, we conduct a conjoint survey of consumer preferences for a ubiquitous green product—laundry detergent. We analyze the correlation between consumers' demographic variables and attributes of laundry detergents through a hierarchical Bayesian mixed logit model. We find that consumer preferences for attributes display significant heterogeneity. Age and income significantly influence the marginal preferences for attributes. An examination of consumer willingness to pay and of the relative importance of each attribute reveals that price and base material are the most important attributes. Green attributes, such as skin irritation potential and biodegradability, tend to be less important. This study also examines preference heterogeneity based on previous purchase experience. To promote green consumption, we emphasize the need for policies that reduce the value‐action gap.     

Analyst coverage,corporate social responsibility,and firm risk

This article examines the empirical association between analyst coverage and corporate social responsibility (CSR) by investigating their simultaneous and causal effects, and its joint effects of CSR engagement and analyst coverage on firm risk. We find a positive association between the level and change of CSR engagement and the level and change of analyst coverage after considering simultaneity and causality. Based on the first‐difference approach, we further find that the change in analyst following from the previous year affects the change in CSR in the current period, whereas the change in CSR from the previous period does not influence the change in analyst following in the current period. Furthermore, we find that the change in CSR engagement as well as the interaction effect of changes in CSR and analyst coverage reduces the change of firm risk. When we examine the CSR strengths and concerns separately, analyst following does not significantly influence firms’ CSR strength but CSR concern activities decreases significantly as firms have more analyst followings. We further find the mediating role of financial analysts between CSR concerns (but not CSR strengths) and firm risk. We maintain that analysts provide indirect but additional social pressure to the firms to eventually reduce their irresponsible activities. Taken together, we interpret these results to support the stakeholder theory‐based conflict‐resolution explanation that considers CSR engagement as a vehicle to reduce conflicts of interest between managers and noninvesting stakeholders but not the overinvestment hypothesis that views CSR as a waste of valuable resources at the cost of shareholders.     

The service imperative

Services dominate the world's established economies (such as those of the US, Germany, and Finland) and are becoming increasingly important in developing economies, including those of China and India. Yet most companies, national governments, and universities do not put much energy into service research, innovation, or education. This ironic juxtaposition of facts has led us, along with others, to promote a focus on service research and service innovation across companies and institutions. We call this the “service imperative.” In this article, we present our view of the service imperative as a burning platform that is giving birth to many hopeful directions for the future of the global economy. We believe that companies and nations that embrace the service imperative will prosper and benefit, as will individuals who do the same. We also contend that widespread embracing of the service imperative can lead to improved quality of life for people worldwide.     

Is the secondary loan market valuable to borrowers?

In recent years, the secondary loan market has developed into an over-the-counter market where loans are not only sold but also subsequently traded. This shift away from traditional banking is altering the business of lending. Loan sales are valuable to banks because they free up capital, generate fee-based income and facilitate risk management; but they may be costly to borrowers because they negatively affect bank monitoring incentives. In this paper, however, we argue that there is another potential benefit to borrowers from loan sales. Borrowers with trading loans, in particular those with liquid loans, may “demand” a share of bank benefits from loan sales when they take out new loans as it will be easier for banks to sell these loans afterwards. We investigate this potential benefit of the secondary loan market by comparing the interest rates borrowers pay before their loans start to trade with the interest rates they pay on loans originated post-trading. Our results show that, on average, borrowers pay higher spreads on the loans they take out after the onset of trading on their loans. Importantly, our results also show that borrowers with liquid trading loans are able to borrow at lower interest rates after the onset of trading on their loans. Thus, while the banks’ decision to sell loans may initially impose a cost on borrowers, those whose loans enter the secondary loan market and become liquid benefit from an interest rate discount on their subsequent loans.