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.     

Hierarchical Arrow Social Welfare Functions

Supported by SNF Grant No: DMS 8803556.     

Trends in British public investment

British public investment has declined sharply both as a share of GDP and as a share of government spending since the 1970s. Only part of this decline is explained by privatisation, which transferred some public investment to the private sector. More important was the very large and permanent reduction in public house‐building between the mid‐1970s and the early 1980s. Between the late 1980s and the early 1990s, the rate of public investment recovered somewhat, but after that time it declined again, reaching a record low in 1999. The most recent decline in public investment has affected a range of central government programmes, and it has not been significantly offset by investment under the Private Finance Initiative. The government now plans to increase investment spending, although levels look set to remain low by historical standards for some time to come.     

A Course in Economic Forecasting: Rationale and Content

This note shows that the impact of an increase in product price on factor demand in the typical textbook depiction is overstated to the point of indicating that competitive firms demand factors even when marginal product is negative.     

First mover or higher quality? Optimal product strategy in markets with positive feedbacks

Conventional wisdom holds that in markets with positive feedbacks being first to market can matter more than product quality. In this paper, we test that intuition within a generalized Pólya urn model. We find that if we assume constant feedbacks, in the long run, higher quality products dominate the market regardless of initial market shares, contradicting the common wisdom. However, when we allow for variable feedbacks, initial advantages persist almost indefinitely. Thus, the choice of whether to rush to market or focus on quality depends on market characteristics such as whether the positive feedbacks result from more consistent returns to scale or from more variable social influences.     

Negligent hiring: Reducing the risk

In recent years, the responsibility of employers to hire people who are not dangerous or violent has been heightened by the tort, negligent hiring. The courts have ruled that certain employers owe a special duty to employees and third parties (e.g., customers or clients) to protect them from the harmful or criminal acts of other employees. This article contrasts negligent hiring to respondent superior and negligent entrustment, describes the components of negligent hiring, and reviews important legal cases. The article also discusses how employers can minimize the risk of negligent hiring through prudent human resource practices.     

Exchange rate policy and imported inflation in a credit rationing economy

The paper assesses the effects of exchange rate policies and imported inflation in the case of Finland, which is a small open economy with underdeveloped financial markets. Under such circumstances interest rates do not necessarily equilibrate the credit market, so that a simplified theoretical disequilibrium model with credit rationing is first presented. In the second part of the paper the Bank of Finland quarterly econometric model for the Finnish economy is simulated. The most important conclusion to emerge from the simulations with the quarterly model is that the effects are highly dependent on the credit market conditions.     

Determinants of cross-country consumption differences other than the real income difference

The variance of the equivalent income changes measures the degree to which real income fails to account for observed consumption changes. Such variances are applied and discussed in a cross-country context, together with their substitution and residual components, for data on 15 countries.