Interpreting value in the customer service experience using customer-dominant logic

Abstract

Traditionally, customer value has been examined from the perspective of the firm. New understandings of customer value from the customer-dominant logic perspective of services emphasise the need to move away from the service-dominant perspective and adopt a customer-based approach that considers value within the broader context of a customer’s lifeworld. This article explores how individual customers make sense of their participation in an extraordinary, commercially-driven consumption experience. A phenomenological approach is taken to understand the lived experience of these participants. The findings of this exploratory study reveal the highly complex nature of value in the experience in the chosen context of luxury driving experience days. Theoretical and managerial implications are discussed.     

Factors affecting Indian shoppers׳ attitude and purchase intention: An empirical check

The objective of this study was to examine affecting factors that influence Indian consumers׳ attitude toward retailers and purchase intention from the retailers. A questionnaire was used to collect data using systematic sampling from department store shoppers of age 18 years and above in Kolkata, a metropolitan city of India. Structural equation modelling (n=355) was used to examine the impact of affecting factors on consumers׳ attitude toward retailers and the impact of consumers׳ attitude toward retailers on purchase intention. Results indicated that the factors namely self-congruity, retailer awareness, retailer associations and retailer perceived quality have significant positive impacts on consumer׳s attitude toward retailers. The results also indicated that consumers׳ attitude toward retailers positively influences purchase intention. Arguably, this paper was the first to explore such linkages between the affecting factors that influence consumers׳ attitude toward retailers and purchase intention in Indian context.     

Investment decisions with financial constraints. Evidence from Spanish firms

This paper analyses to what extent the rejection of the investment dynamics implied by the Euler equation model with quadratic and symmetric adjustment costs can be attributed to the fact that the investment behavior of some firms in some periods is financially constrained by the availability of internal funds. I use a hierarchy of finance model which assumes that internally generated finance for investment is available at a lower cost than external finance, and implies the existence of distinct financial regimes depending on the firm’s financial policy. I estimate the empirical investment equation derived from the model using GMM, taking into account the endogeneity of the selection and allowing for debt finance, imperfect competition and the existence of a possible measurement error in the user cost of capital. The empirical results suggest that the Euler equation model is not seriously misspecified for a sub-sample of firms pursuing a particular financial policy.     

Sticky cost behaviour: evidence from small and medium sized companies

This paper investigates whether cost stickiness occurs in small and medium sized companies using a sample of Italian nonlisted and listed firms during the period 1999–2008. Our findings show that cost stickiness emerges only for the total cost of labour and not for selling, general and administrative (SG&A) costs, cost of goods sold and operating costs. Stickiness of operating costs is only detected in a sample of listed companies. We further contribute to the literature on sticky cost behaviour by discussing critical issues associated with the extant approach of empirical analysis and interpretation of sticky cost behaviour.     

Framing and the disposition effect: evidence from mutual fund investor redemption behaviour

Research on decision-making under uncertainty has highlighted that individuals often use simple heuristics and/or exhibit behavioural biases. Specifically, with respect to portfolio decisions, research has indicated that investors are subject to the disposition effect, i.e. they are reluctant to sell assets that have performed poorly (losers) and prone to sell assets that have performed well (winners). We find that the mutual fund investors in our sample are subject to the disposition effect when they withdraw the redemption proceeds from their account, but not when they reallocate the proceeds within the account. The evidence is consistent with Shefrin and Statman’s hypothesis that framing a transaction as a transfer as opposed to a sale mitigates the disposition effect.     

The ethical problems between law and power： A conceptual framework of business moral conduct

The concept of business ethics ranges from respect of the obligatory law, to attention to mutually shared ethical rules, to the collective well being, and as far as philanthropy. Due to such a heterogeneity of interpretations, it proves useful to attempt to define the concept of moral problems by establishing their contents and limits. Such a matter proves to be of primary importance： Firstly, to be able to establish which situations have underlying questions of ethical implications; Secondly, to be able to evaluate the moral conduct of the company. The objective of this present work is twofold： （1） Identify the distinctive components of an ethical problem; （2） Prepare a support instrument for management to use in the monitoring process of the ethical dimension of the company.     

The Application of the Guttman Scaling Procedure in the Measurement of Consumer Behaviour: A Marketing Myopia

Abstract

This aim of this paper is to introduce Guttman Scaling procedure for the assessment of consumer behaviour. It is suggested as a useful methodology particularly when the unidimensionality of the scale is of concern. An empirical case study, designed from the service quality literature, was presented in order to demonstrate a possible application. Further implications and the efficiency of this scaling method is also discussed.     

Ownership, exit and voice after mass privatizationEvidence from Mongolia

Exit (owners selling their shares) and voice (owners active in corporate activities) are important ingredients in the process by which mass privatization changes managerial behaviour in transition countries. We examine the structure of ownership and the extent of exit and voice in one such country, Mongolia. We document the size of ownership changes since privatization (through mergers, spin-offs, and stock sales) and examine which owners are changing in importance. We scrutinize enterprise governance, examining patterns of violations of companylaw and deviations from reasonable criteria for effective governance. We show that ownership changes and the quality of governance are correlated.
JEL classification: P11, P21, O53, H70, H20.     

Determinants of retirement planning behaviour and differences by age

This paper presents the results of an investigation into the determinants of retirement planning behaviour and differences among three age groups: 21‐ to 39‐year‐olds, 40‐ to 59‐year‐olds and those aged 60 years and older. A national survey of 911 individuals from households with incomes of $75 000 or greater was conducted in the US. The significance of socio‐demographic variables, the ability to recover from loss, behavioural tendencies and perceived or actual personal control were investigated; together with their role in the prediction of maximization of retirement contributions and ownership in the personal individual retirement account (IRA) or Keogh accounts. The results identified several significant variables in the prediction of ownership in a personal IRA or Keogh, including age, sources of financial information, being an early investor and investor activity. The results also identified several significant variables in the prediction of the maximization of retirement contributions, including employment, income, savings activity, ex ante research, review of investment performance, early investor, investor activity, such as planning for financial future, setting up automatic deposits and reviewing financial information in the mail.     

Price assessments by consumers: influence of purchase context and price structure

Among the numerous factors that influence decisions on prices, consumer behaviour has special significance. This paper reviews and analyses relevant studies conducted during the last few decades. On the basis of our analysis, four categories of factors that determine consumer behaviour have been identified. Additionally, we have developed an experimental research design to analyse the influence that the following factors have on price perception: price structure (i.e. price level, order of presentation and price differences), purchase context (i.e. reason for purchase or product use) and demographic characteristics (i.e. gender). Results reveal a significant influence of these variables on consumer behaviour.