The customer consequences of returns in online retailing: An empirical analysis

Pressure continues to build on the operations management function to facilitate system and firm level benefits. In the online marketplace, one area of growing interest is that of product returns. Though commonly viewed as a cost center from an operations perspective, operations’ actions have the potential to strongly influence future customer buying behavior in several ways. Using an archival database of actual purchase and returns history provided by a moderately sized online retailer, this study examines the relationship between a customer's experience of product returns, and subsequent shopping behavior. Employing transaction cost, consumer risk, and procedural justice theories, we demonstrate that the returns management process, rather than being regarded as an afterthought to the production and deployment of goods, can significantly and positively influence repurchase behavior. Additionally, we provide evidence that certain customers should be considered for prioritization in the returns process. We suggest ways through which operations managers can take care in discharging their responsibilities in this area – to make returns processing more than simply a “necessary cost of doing business” rather, using it to their advantage in engendering repeat and increased purchase behavior.     

Social media affordances: Enabling customer engagement

Despite the acknowledged importance of social media for customer engagement, our understanding of this phenomenon is limited and new theories can help shed further light on the unique features of social media in the tourism context. Our work contributes to the literature by adopting an affordance perspective that leads us to identify three distinctive social media affordances for customer engagement in tourism: persistent engagement, customized engagement, and triggered engagement. Our work also extends prior research on customer engagement by examining the process of recognition (proprioception, exteroception and coperception) through which organizations engage customers in social media.     

Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology

This study examines how technology and complementary resources are bundled to form capabilities that foster durable customer relationships. Drawing from the literature in marketing, strategic management, and information systems, the first outcome is a theoretically grounded conceptualization of CRM technology capability comprised of three complementary resources: technology, business, and human resources. The second key finding is that CRM technology capability and customer orientation have a positive association with the development of durable customer relationships. These resources also have a positive interactive effect on customer-linking capability, highlighting the importance of aligning strategic business and technology resources. Finally, the authors find that customer-linking capability has a positive relationship with customer relationship performance and that the rapidity of changes in the external environment moderates this relationship. This study addresses these research questions in a cross-sectional study of 215 organizations using a partial least squares modeling approach.     

Beyond the technology adoption: Technology readiness effects on post-adoption behavior

Technology readiness (TR) refers to people's propensity to embrace and use new technologies. Nowadays, the proliferation of technology-based products and services brings consumers not only benefits but also frustration over ineffective use of products and services. A key factor, therefore, in the diffusion and success of these products and services is how well-prepared consumers are for new technologies. Although some studies examine the relationships between TR and technology adoption, the long-term survival and substantial success of firms rely on the continued use of such technology rather than first use. This study focuses on post-adoption behavior and investigates how TR affects the continued use intention of new technology. Specifically, the study classifies usage behavior into the usage rate of basic functions, the usage rate of innovative functions, and the variety of use of innovative functions. The article then, examines how each dimension (optimism, innovativeness, discomfort and insecurity) of TR influences consumer usage patterns, and how usage patterns affect repurchase intention through consumer satisfaction. The empirical results from IPTV users in Korea show that each dimension of TR has a significantly different influence on usage patterns. The findings show that usage patterns, particularly the use of innovative functions, have a significantly positive impact on consumer satisfaction and repurchase intention. Finally, the article suggests several managerial implications and directions for further studies.     

商业银行监管资本套利的均衡分析

监管资本套利,产生于巴塞尔协议资本监管框架的缺陷,是一种利用资本监管制度之间的差异性以及制度内部的不协调性,运用某种手段在不改变实际风险水平的情况下提高资本充足率水平的行为。通过对以下问题的探讨:商业银行监管资本套利所获得的收益在银行与资金需求方之间的配置比例;针对某种资产的监管资本套利,对其他资产供求双方所产生的隐性套利收益的表现形式及其归属程度;由商业银行异质性所导致的监管套利顾客现象;信息不对称情况下,市场对于套利者与非套利者的逆向选择等等,认为银行监管部门应适当引导符合政策意图的套利行为,提高政策引导调控能力。     

‘HAVE YOU FELT ANGRY LATELY?’: A NOTE ON UNFAIR WAGE PERCEPTIONS AND THE NEGATIVE EMOTION OF ANGER

The author analyses the nexus between unfair wage perceptions of workers and the frequency of the negative emotion of anger. For this purpose, German household panel data for the years 2007, 2009, 2011 and 2013 are used. Angry feelings in the last four weeks have occurred significantly more frequently for workers who perceive their wage as unfair, whereas the own absolute hourly wage is not significantly correlated with the frequency of having felt angry. The results further indicate that workers have felt more often angry if working hours are larger; but the economic significance seems rather small compared to unfair wage perceptions.     

管理教练、权变奖励、组织公民行为与B2B顾客满意

本文构建了一个有关主管行为、组织公民行为和B2B顾客满意的概念模型并加以检验。研究发现（1）销售人员的组织公民行为对于B2B顾客满意具有显著正向影响;（2）销售人员组织公民行为对B2B顾客满意的影响受环境不确定性的正向调节;（3）感知的管理教练行为和权变奖励均对销售人员的情感性组织承诺和组织公民行为具有正效应;（4）情感性组织承诺是主管行为对员工组织公民行为影响的中介变量;论文最后阐述了研究的管理内涵以及未来的研究方向。     

The proposal and validity of the Customer Science Dual System--The key to corporate management innovation

A future successful global marketer must develop an excellent quality marketing system that impresses users and continuously provides excellent, quality products in a timely manner through corporate management. In this study, the authors proposed the Customer Science Dual System, CS-TMNS ＆ CS-SDSM. For the purpose of innovating strategic product development systems so called Customer Value Creative System, the Total Marketing Network System, CS-TMNS is established. In addition, for intelligent utilization of the established CS-TMNS, statistical science is incorporated so as to create the Strategic Designing Support Methods, CS-SDSM, as a new approach to the creation of wants that are vital to product planning and designing. Concretely, the author will also introduce the effectiveness of this system that reflects latent customer needs through scientific marketing application examples via Automobile Design Profile for the Younger Generation.     

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.