The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce

Using data from online customer ratings, we explore how the relationships between logistics performance and customer loyalty are affected by risk characteristics of products and efficiencies of the websites. Risk is defined in terms of price and ambiguity of products. Efficiency is interpreted as the ability of the websites to achieve good ratings in terms of operational factors (such as satisfaction of customers with product specifications, refunds/returns, prices, management accessibility, etc.) and also achieve good ratings in terms of customer loyalty. Our results show that efficiency, but not risk, is a significant moderator of the impact of logistics performance on customer loyalty.     

The competitive response of small,independent retailers to organized retail: Study in an emerging economy

This study aims to decipher the competitive response of small, independent retailers in an emerging economy – India – to the onset of competition from large, organized retailers. The competitive behaviour is comprehended in terms of patterns of retail functional and business strategies, in further classifying the retailers into strategic groups, and finally by assessing the performance of these clusters. The study is based on a primary field survey of 605 grocery shops in two cities in India. The findings of the research point towards the presence of distinct strategies, strategic groups, and the positive impact on small retail performance of adopting distinct retail functional and business strategies.     

Cultural tendencies in negotiation: A comparison of Finland, India, Mexico, Turkey, and the United States

In this era of increased global cooperation, a growing number of negotiators conduct business in multiple countries and, therefore, need access to a systematic comparison of negotiating tendencies across a wide range of countries. Empirical work systematically comparing variations across a range of cultures is scarce. A comparative analysis of negotiating tendencies in five countries is presented. This study establishes the utility of the [Salacuse, J. (1998) Ten ways that culture affects negotiating style: Some survey results. Negotiation Journal, 14(3): 221–235] framework in identifying country differences across five countries, representing five cultural clusters. Significant differences in negotiation orientations both between and within cultures were revealed at a level of complexity not found in previous empirical studies.     

Determinants of successful environmental regimes in the context of the coastal wetlands of Goa

While community based resource management was practiced for centuries by many traditional societies of the world, these resources are continuously being eroded in the recent years. This paper uses a case study of the Khazans, the coastal wetlands of Goa, in order to study determinants of successful environmental regimes. Khazans are the low-lying coastal lands that have been reclaimed from marshy mangroves by the construction of embankments and sluice gates. Traditionally, khazans were managed by the organized groups of self-regulating tribal peasant communities called the gaunkari, who were renamed as the communidades, during the Portuguese regime in Goa. In 1961, with the merger of Goa and the Indian Union, as a measure of the agrarian reform, legislations were enacted and the responsibility for management of the khazans came to be statutorily imposed upon the tenants’ associations. This gradually weakened the control of the gaunkars, particularly as the state control over the functioning of the communidades increased. This paper describes the evolution of the land resource management system over a period of about two thousand years and also comments on the reasons for the success of traditional community based land resource management systems.     

Using Genetic Algorithms to Optimize the Selection of Cost Drivers in Activity-based Costing

In this paper, we address a cost-drivers optimization (CDO) problem in which two separate but interrelated decisions (i.e. the number of cost drivers needed and which cost drivers to use) are considered. It is desirable to have (1) an optimal selection of cost drivers in order to provide better indication of product costs and (2) an optimal number of cost drivers in order to avoid excessive control costs and to minimize information costs associated with data collection, storage and processing. The objective of the CDO problem is to balance savings in information costs with loss of accuracy. We propose an heuristic procedure based on genetic algorithms as an alternative with the potential to address more generalized objective functions. Genetic algorithms represent an innovative and promising heuristic approach which does produce results superior to published alternatives. The development and implementation of the algorithm is supported with the literature review and comparative analysis. We also comment on the complexity and experimental design issues for addressing large and practical problems.     

Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction

Marketing Letters - When there is a service failure, it is often believed that employees should immediately apologize to customers before hearing their complaints. However, we argue that in certain...     

Evaluating the comparative performance of countries of the Middle East and North Africa: A DEA application

Over the past few decades, countries of the Middle East and North Africa (MENA) have achieved varying levels of economic development. In this paper, data envelopment analysis (DEA) is employed to study the comparative performance of selected MENA countries. For 1999, our DEA identified four of the 18 countries studied as the most efficient: Bahrain, Jordan, Kuwait, and the United Arab Emirates. All are from the Middle East, with three being members of the Gulf Cooperation Council (GCC). Yemen was rated as the least efficient of all countries considered in the analysis. A regression analysis showed that the efficiency scores have a significant relationship with the richness of the countries (in terms of GNP per capita) but do not have a significant relationship with the size of the countries (in terms of population). Further, a time-series analysis using the Malmquist Productivity Index (MPI) indicated that the MENA countries achieved higher values of desirable attributes, and lower values of undesirable attributes, in 1999 compared to 1998. During 1998-1999, technology change contributed more to the improvement of MPI than did technical efficiency change.