The Role of Customer Factors in Multiple Store Patronage: A Cost-Benefit Approach

This paper is concerned with the use of multiple stores by supermarket customers. It relates the number of stores patronized to a set of customer factors under a unifying theoretical framework emphasizing cost-benefit analysis. Respective hypotheses are tested in a large random sample. This study is a first attempt to empirically address the structure of multiple store patronage. It is demonstrated that multiple store patronage is affected by variables such as customer income, satisfaction, and expenditure that are suggestive of heterogeneous cost-benefit tradeoffs and opportunity costs of time. It is shown that customers are intrinsically different in the predisposition to being loyal. In this respect, store patronage is a continuum between single store loyalty and use of several different stores, on which customers vary depending on individual preferences. The empirical analysis also suggests that exclusive patronage of the favorite store arises from two observationally equivalent latent segments that differ in their inclination to remain loyal. The results yield valuable insights into the structure of store patronage and lead to important implications for retail managers. Several extensions are considered. A broad set of research questions surrounding store patronage can be considered from a cost-benefit viewpoint in the sense that consumer decisions in this area involve trading off economic resources against assortment, spatial and temporal benefits.     

Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses.     

Some Determinants of Core Competencies: Evidence from a Binary-Logit Analysis

Despite the increasing recognition of the salience of core competencies in the process of competition, the notion of core competencies has remained largely ambiguous in the literature. Neither is it clear what strategies, institutions, and resources are necessary for developing and sustaining core competencies. This paper uses the binary-logit model to explore the determinants of core competencies, and identifies investment in intangible assets, marketing/promotional activities and firm size as significant determinants of core competencies. An evaluation of the technology strategies of two competence-seeking firms also points to the increasing salience of intangible assets, decentralization/globalization of the R&D function, and the intensive search for knowledge and capabilities.     

Assessing ethical behaviours in the Spanish banking and insurance industries: evidence and challenges

This study aims to improve understanding of the ethical nature of the relations in two labour-intensive industries to facilitate the creation of an ethical culture. For this purpose, the authors first review literature related to the main influences on ethical behaviour, then perform an empirical analysis of those factors using a hierarchical stepwise regression of a database of 525 banking and insurance employees. Contrary to expectations, leadership has a less important effect on ethical behaviour than other organizational factors. The results reveal several implications for improving the management of ethical behaviour in these industries.     

Expatriate or local bosses? HCN subordinates' preferences in leadership behaviour

This article explores host-country national subordinates’ preferences in leadership behaviour comparing expatriate bosses and local bosses. From a sample of 240 middle managers in Hong Kong with experience with both local Chinese bosses and expatriate bosses from a broad spectrum of Western and Asian countries, it was found that the subordinate managers assessed the leadership behaviour of their expatriate bosses to be significantly closer to that of their perceived ideal boss. American leadership behaviour was the most preferred and Japanese leader style was the least preferred, with British leadership style comprising a middle group. Implications of these findings for international business firms and future academic research are discussed.     

Seat belt utilisation and awareness in UAE

Seat belts (SBs) are effective devices for reducing injury risk due to traffic accidents. Seat belt wearing was made compulsory in the United Arab Emirates (UAE) in January 1999 for drivers and front seat passengers (FSPs). No comprehensive study has ever assessed SB wearing rates across the country. Also, little is known on drivers' awareness of the importance of wearing seatbelts and how human factors affect wearing habits. This study aims to determine SB wearing rates for drivers and FSPs in UAE through an observational field study. It also aims to investigate perceptions and behaviour of drivers on this issue as well as human factors that affect wearing rate through a randomly distributed questionnaire. The results of the field study show that the overall SB wearing rate across the country was 61% for drivers and 43.4% for FSPs and that there were significant differences between the seven emirates that constitute the country. The questionnaire results show that age, education level, gender, marital status and nationality of drivers affect wearing habits and perceptions. Future implications in terms of improving traffic safety awareness are discussed.     

shopper taxonomy for retail strategy development

Segmentation of shoppers has been explored by many academic researchers and business practitioners seeking to understand shopping behaviour or to develop marketing strategies for particular customer groups. Market segmentation holds the key to successful marketing strategy as it encourages understanding of the key variables that differentiate specific segments.

The shopper taxonomy determined through this study is based on a set of variables that is relevant and appropriate for shopper segmentation and reflects the key aspects important to shoppers in motivating shopping behaviour towards a specific retail location. This taxonomy extends the proposed motivational taxonomy of Westbrook and Black (1985), derived from Tauber's (1972) earlier research. Westbrook and Black defined this taxonomy through shopping motives, and identified categories of product-oriented, experiential and a combination of product and experiential shoppers. Their research findings, however, pointed to a six-cluster typology, defining department stone shopping around seven motivations aligned with evaluating options and acquiring the products, engaging in the sales process and gaining stimulation and affiliation through the retail environment.

The “apathetic”, “shopping-processed involved” and “choice optimisation” shopper segments described by Westbrook and Black align with the “have to” “experiential” and “practical” “segments found in this study in terms of their focus on the shopping activity itself and the affiliation and stimulation motives associated with the shopping activity. Other associations between shopper segments across the two studies are less clear, and may be explained through the differing purposes for which the studies were undertaken and resulting variation in the measures used to define the motivational constructs.     

Too Much of a Good Thing? Visitor Congestion Management Issues for Popular World Heritage Tourist Attractions

World Heritage Sites (WHS) are often popular and primary attractions for a destination for many reasons, in particular the economic benefits they bring in terms of increased visitation and extension of stay. However, without active management to reduce negative impacts, such as congestion, both tourists and the host community can become caught up in a downward spiral of poor visitor experiences and degradation of World Heritage values. Accordingly, this paper examines the nature of congestion and its impact on visitor experience at two popular WHS attractions in Macao. It also provides some insights into Chinese outbound tourist behaviour and visitation patterns. These observations should be of interest to planners and site managers of popular World Heritage attractions elsewhere in the world as China begins to adopt mass international leisure travel.     

Retail ‘Quality Assurance’ Labels as a Strategic Marketing Communication Mechanism for Fresh Meat

Approximately 40 quality assurance labels are in operation throughout the UK, namely for meat, salmon, milk, cereals, eggs, fruit and vegetables. Fresh meat quality labels are the most prevalent, thus requiring consumers to recognize and learn not only about the many nationally organized quality labels, but also the in-house retail labels. This paper identifies the meat purchasing behaviour of consumers and their perceptions, attitudes and knowledge towards the main quality assurance labels. Results indicate consumers' purchase preferences to be more influenced by quality labels co-ordinated by producer-led organizations, and that recognition and knowledge of retail labels are low in comparison. This raises questions regarding the relevance and communication strategies of in-house retail ‘quality assurances’ to consumers.     

Herding behaviour and the declining value relevance of accounting information: evidence from an emerging stock market

This article sheds light on the underlying mechanisms behind the changes in the value relevance of accounting information in the Karachi Stock Exchange (KSE) during the 1999–2010 period. We find that neither changes in earnings quality nor the earnings lack of timeliness hypothesis can explain the decline in the value relevance of accounting information in the KSE. Based on the stylized facts associated with the growth of the KSE and the broader economics literature, we argue that the reduction in the explanatory power of accounting information vis-à-vis stock returns was caused by herding behaviour. Empirical estimates from state-space model of herding behaviour confirm the existence of herding, and we find that the value relevance of accounting information is significantly lower in periods characterized by herding behaviour. This article is also amongst the first attempts to empirically demonstrate that an expansionary monetary policy and increases in foreign portfolio investment lead to increased levels of herding.