Multilevel Information Presentation Strategy and Customer Reaction: An Empirical Investigation in an Online Setting

This study investigates the use of polyinstantiated information in management of customer relationships. Polyinstantiation can be used to present different information to different customers who are segmented according to some criterion, such as prior purchase behavior. An empirical study shows that presentation of multilevel benefits information affects customer satisfaction with the offer and information quality which, in turn, affect the overall Web satisfaction. This effect is independent of and comparable in size to the effect of customer prior attitude toward the Web and the Internet. Although the present study employs a Web-based retail setting, the relationships between this information presentation approach and measures of user/consumer satisfaction need not be limited to retail scenarios or to online interactions. We discuss the applicability of this technique of information control to different types of interactions between organizations and their constituents.     

Evaluations of Drug-Testing Programs

In three experiments undergraduate students at an urban university evaluated drug-testing programs described in scenarios. Evaluations were inversely related to the false positive rate and were more favorable when a positive test result led to rehabilitation than when it led to termination of employment. Inconsistent effects on evaluations were observed for ability of the test to distinguish between previous drug use and current drug-based impairment, false negative rate, and implications of drug-impaired performance for public safety. There was also mixed evidence concerning the relation between evaluations and respondent belief in a just world. These results provide some support for Crant and Bateman's (1989) justice-based model of reactions to drug-testing and have implications for organizational drug-testing policies.     

Retrospective on Twenty Years of the FDIC-JFSR Bank Research Conference

Journal of Financial Services Research - The first annual Bank Research Conference was held at the Federal Deposit Insurance Corporation in 2000. The conference has served to disseminate...