The role of customer loyalty as a brand extension purchase predictor

The paper explores the relationship between customer loyalty to the retail brand and the purchase of non-traditional products and services (NTPS) offered by grocery retailers with their private label (i.e. over-the-counter products, photo printing, mobile communication services and travel booking). Customer loyalty to the retail brand is measured through its behavioral and attitudinal components. A survey was conducted administering a questionnaire to 480 retail customers in two stores belonging to different retail grocers. A binary logistic regression was then applied using the buying of at least one NTPS as the dependent variable (1 = buy; 0 = no buy) and behavioral loyalty and attitudinal loyalty as independent variables. Results show that attitudinal loyalty plays a significant role as buying predictor, but this depends on the NTPS offered. Theoretical and managerial implications are derived.     

Trade liberalization in services: Investor responses to NAFTA’s cross-border trucking provisions

ABSTRACT

We investigate the response of US trucking firms to the removal of barriers to cross-border trucking under NAFTA. This was done via a program implemented in 2007, cancelled in 2009, and reinstated in 2011. We use a model of endogenous exporting to show that this can arise from incorrect expectations of import competition. We find that, unsurprisingly, the program’s start resulted in lower stock returns, particularly for border firms. However, later policy changes indicate that investors, and particularly those investing in US multinationals, viewed the pilot as beneficial.     

An Exploration of Managerial Views on Positioning Services in Ghana

ABSTRACT

The paper constitutes an analysis of the views of managers of service firms on positioning strategies in Ghana. The research employed a qualitative research method. Data were collected from 21 service managers and analyzed using content analysis procedures. The results indicate that for service managers, the perceived dominant positioning strategies of their organizations were: service quality, customer relationship, innovation, availability of service, community support, and leading organization, among others. The findings suggest that the dominant managerial views of Ghanaian service managers form a ‘hybrid’ of those of the Western manager. This research is important in clarifying this position. Additionally, as an exploratory piece, the study provides bases for further research on a topic in Ghana with a rather scant evidence of research.     

Identifying Client Fairness Criteria in Income Tax Services

Abstract

Organizational justice (i.e., fairness) has been an important construct in the management literature. Employee perceptions of the fairness of outcomes and procedures have been found to have important attitudinal and behavioral consequences. Fairness has more recently been studied in service industries. However, client perceptions of fairness in accounting services have yet to be explored. It is likely that fairness perceptions are particularly salient in income tax return services. In an exploratory study, we sought to identify the types of experiences that trigger these clients' perceptions of fairness. The results suggest some common criteria that can help CPAs and their firms mitigate the potential negative consequences of client perceptions of unfairness. Regression analyses were also used to determine the most significant predictors of client satisfaction with the overall service and global perceptions of fairness.     

Finnish polytechnics as providers of knowledge-intensive services

Polytechnics are newcomers in companies' regional innovation environments in Finland. Particularly in regions with no university of their own or with only few knowledge-intensive business services (KIBS) providers, they may become, and in some cases already are, important providers of science-and-technology-related services. The aim of this article is to analyse the roles, possibilities and challenges of polytechnics as public KIBS providers. Also, the position of polytechnics as a tool of Finnish innovation policy will be discussed.     

居民生态补偿意愿影响因素研究

基于条件价值评估法设计调查问卷,对哈尔滨市居民随机调查,建立结构方程模型,以此分析影响居民生态补偿意愿的关键因素。研究表明:影响居民生态补偿意愿的因素有学历、家庭收入、对生态补偿以及生态重要性的认知程度,而且学历和家庭收入有双向关系,学历对居民的生态补偿及生态重要性的认知程度有正向影响。因此,提出提高人们的文化程度以提升居民的生态补偿意愿;加大生态补偿的宣传力度,从而增强居民的生态补偿意识等建议。     

Payments for environmental services to promote “climate‐smart agriculture”? Potential and challenges

Payments for environmental services (PES) have gained wide popularity as approaches to promote environmentally friendly land use or agricultural production practices. Yet academics have also voiced concerns against seeing PES as a panacea. This article discusses whether PES is an appropriate and promising approach to promote so‐called “climate‐smart agriculture” (CSA) practices, which we define as agricultural production practices that contribute to CO₂ emission reductions and/or removals and provide benefits to farmers via increased productivity and profits and reduced vulnerability to climate change. PES appears most promising for the promotion of CSA practices in small‐scale farming contexts with low incomes. Effective design, however, requires solid estimates of cost and benefit flows from CSA adoption over time, accounting for differences in socioeconomic and ecological conditions, and addressing the risk of leakage. Funding for such PES will likely have to come from public sources, and seems most promising where synergies with other objectives such as agricultural development, food security, and climate adaptation or other environmental services exist. The potential of alternative approaches for CSA support such as taxation with rebates for CSA practices, CSA‐related investment support such as microcredits, and hybrid approaches such as conditional microcredit should be further investigated.     

江苏省生产性服务业FDI对制造业的影响研究

本文概述了1998—2011年江苏省生产性服务业FDI的规模和行业特征,发现生产性服务业FDI与制造业具有相同的增长趋势。利州}办整检验和Granger因果检验表明,江苏省生产性服务业FDI与制造业产值之间存在长期稳定的均衡关系,且当滞后期为1时,生产性服务业FDI规模的变化是制造业增加值变化的原因;应用多元线性回归模型对江苏省生产性服务业进行分行业的实证研究。最后,阐述了生产性服务业FDI对制造业影响效应。     

Determinants of attitudinal loyalty in Nigerian telecom service sector: Does commitment play a mediating role?

This paper explores the mediating role of commitment in the relationships between service assurance, service reliability and attitudinal loyalty. A quantitative cross-sectional data generated from 138 experienced users of telecommunication services formed the final database. Attitudinal loyalty was found to be a process-based construct that starts from service assurance and proceeds to service reliability and finally to customer commitment and loyalty. The entire process explained 69 per cent of the total variance in attitudinal loyalty. The relationship between service assurance and attitudinal loyalty was insignificant. No support was found for the proposed mediating role of customer commitment in the relationship between service assurance and attitudinal loyalty. In contrast, the relationship between service assurance and attitudinal loyalty was fully mediated by service reliability. Finally, service reliability was both directly and indirectly related to attitudinal loyalty through customer commitment. To attract customers' attitudinal loyalty therefore, services companies especially those within the low-contact service category must deliver reliable services and make efforts to assure customers that their services are reliable. The implications for customer loyalty theory and future research are also discussed.     

家电企业售后服务业务外包的问题与对策

当前,我国家电企业售后服务外包方面存在的问题,主要表现在企业盲目的甩包袱,追逐短期利益;承包商的选择缺乏依据;售后服务外包的质量考核与审查严重缺失等。家电行业是我国目前市场化程度最高的行业,竞争的激烈程度与日俱增,售后服务外包对整合企业资源、构建核心竞争力的作用愈发重要。家电企业在进行售后服务外包时应评定服务企业业务等级。加强对承包商的资质审查及后期监管,建立售后服务反馈机制,及时规避外包风险。