The effects of distributive,procedural, and interactional justice on customer retention: An empirical investigation in the mobile telecom industry in Tunisia

The framework offered in this study provides empirical evidence concerning the interaction between distributive, procedural and interactional perceived justice and loyalty program satisfaction on relational satisfaction in the mobile telecommunication context. Firms that rely on justice perception for strategy implementation are able to attain customer retention. This study suggests a theoretical model of customer retention that aims at investigating the role of satisfaction with loyalty program on relationship marketing. The structural equation modeling was used to test the hypothetical relationships. A self-administrated questionnaire was distributed to a total of a convenience sample of 520 customers of multiple mobile phone companies. The target population includes customers who have subscribed to a loyalty program. Results show that distributive justice moderates the relationship between satisfaction with the loyalty program and relational satisfaction. The results highlight the need to focus on distributive justice in order to nurture satisfaction and loyalty. Satisfaction with the loyalty program is a key predictor of a satisfactory relationship with the operator and customer retention.     

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.     

Feelings of ownership and volunteering: Examining psychological ownership as a volunteering motivation for nonprofit service organisations

Given many nonprofit service organisations rely on volunteers to provide valued services to their communities, examining the factors that impact the retention and recruitment of volunteers is of central importance for the success and longevity of many community-based services. Psychological ownership is a phenomenon whereby objects that are not physically or legally possessed can be the target of ownership feelings. While such psychological ownership has been examined in the paid-employment literature as an antecedent for prosocial behaviours, there has been no examination of psychological ownership within the volunteering literature. As such, this paper examines the role of psychological ownership as a factor in volunteer retention for predominantly community-based nonprofit service organisations by examining how the sense of ownership over the nonprofit service provider affects volunteering attitudes and intentions. Alongside ownership, previous volunteering behaviours, and time pressures are also examined as contributing factors. Results indicate that volunteering does increase ownership perceptions, and those ownership perceptions have positive outcomes for volunteering behaviours. However, time pressure is a significant moderator of these relationships and different volunteering behaviours can be observed for high and low time-pressured volunteers.     

Risky business: The role of risk in voluntary turnover decisions

One aspect of turnover decision-making that turnover models have not adequately considered is the risk associated with quitting one's job and the potential that research on risky decision-making has for advancing understanding of turnover. We define risk and present turnover as a risky decision; review previous applications of risk in turnover theory; review literature on decision-making under risk as it applies to turnover; integrate these literatures and provide propositions. Our analysis suggests that individual differences, frames of reference, the decision context, and social influences affect perceptions of the risk associated with quitting as well as the willingness to take risks in this particular situation. The implications of turnover risk perceptions and turnover risk propensity for turnover theory and research are discussed.     

The East Asian crisis and financing corporate investment: is there a cause for concern?

In view of limited empirical evidence concerning the microeconomic aspects of corporate financial problems in the East Asian countries in the 1990s, this paper analyses the financing pattern of corporate investment in Indonesia, Korea, Malaysia, and Thailand. The analysis is based on an unbalanced panel of listed firms during the period 1989–1997. By using firm size, retention practices, and leverage as three different indicators of financial constraint on firm investment, we have examined the role of various internal and external financing variables on corporate investment in the sample countries. Results indicate that a large number of sample firms depend on free cash flow, especially in Indonesia; there was also a steady increase in debt-equity ratio in all countries. There were signs of agency costs in the use of cash flow in Korea and Malaysia and also in the use of debt financing in Malaysia and Thailand. There was also sign of over-investment among the Thai firms during 1994–1997 though it appears very little if at all was done to redress it in time.     

人才之争拼什么？——人才城市居留意愿与行为影响因素及作用机制视角

知识经济时代人才竞争日趋激烈,如何吸引并留住人才对任何城市都至关重要。通过知乎、微信社交平台和地方城市生活网络平台,收集40个城市1 787名人才关于城市居留意愿与行为原因叙述的记录,运用扎根理论方法分析发现：①影响人才城市居留意愿与行为的因素包括个体城市情感/契合、生存、亲友、政府、城市、个体能力与机缘七大类,不同区域城市类型的关键影响因素存在一定差异;②人才城市居留意愿是直接影响居留行为产生的重要前因,但居留意愿并不必然产生居留行为,个体情感/契合因素、机缘因素仅影响居留意愿或居留行为;③居留行为可以通过个体情感/契合因素进一步影响人才城市居留意愿。该研究从人力资源与人才需求角度丰富了人口迁移理论,可为现代城市解决人才吸引留用问题、获取人才竞争优势提供理论指导。     

Effects of budgetary participation conflict on job performance of Mexican and US managers

This study extends the stream of participative budgeting literature by introducing a new variable, Budgetary Participation Conflict (BPC). BPC occurs when the level of budget participation experienced by a manager differs from a desired level. We propose a model where BPC is the independent variable to further evaluate the effect of budget participation on job performance. Using path analysis, we measure the direct effect of BPC on job performance, and the indirect effects between BPC and performance that run through job satisfaction and job tenure in two countries, Mexico and the US.While the results do not indicate that BPC either directly or indirectly affects the performance of US managers, the results indicate that BPC negatively affects the job performance of Mexican managers indirectly through the effects of BPC on job satisfaction and job tenure. The relationship between tenure and performance is much stronger among the Mexican managers than among their US counterparts, which is the largest single difference between the Mexican and US results.     

Retaining customers in traditional retail financial services: interviewing 'les responsables'

This paper explores organizational concerns with retaining customers in traditional retailing of financial services. Managers, charged with retaining customers ('les responsables') in banks and building societies, are interviewed seeking their views on how their organizations retain customers. The study finds that there are a number of shared themes in the sample of informants, which are evolution/flux, customer information systems, a product/sales orientation, delivering financial services, staff and relationships with customers. Underlying these themes, however, appears some equivocation as these organizations try to retain customers when customer acquisition seems to be the thrust of their marketing.     

Is sponsorship retention dependent on the geographic location of the sports facility?

This study tested the hypothesis that 'revenue maximization of the tenants of sports facilities is dependent on the geographical location of the facility (location of distribution)'. Revenue maximization was operationalized pertaining to sponsorship. A survey instrument was sent to all sponsors of a Melbourne-based football club. The sponsors were grouped as location dependent and location independent based on the location of their head office and financial turnover achieved in the area around the sports facility. The survey collected information on three different steps in the sports consumption process including 'coming to the sports facility', 'being in and around the sports facility' and 'being serviced in the sports facility'. t-Tests were run for most items of the questionnaire in relation to location dependency. Indicative evidence was found in support of the general hypothesis. In particular, direct sales (turnover) in the area around a sports facility were found to be an important factor when considering the issue of location dependency. Smaller, lowspending sponsors with an important percentage of turnover in the area around the sports facility were less likely to move with the football club to a (remote) new facility. In relation to sponsors' objectives, it was found that the objectives of location-dependent sponsors are directed more towards direct sales (or product /brand related as defined elsewhere), whereas location-independent sponsor's objectives seemed to be indirectly related to sales (or corporation related and generation of media benefits as defined elsewhere).     

Retention Factors of Tipped Hourly Employees in the Casual Dining Restaurant Segment: Exploratory Research in Central Florida

ABSTRACT

Hourly employee retention has been a major area of concern for casual dining restaurant operators. The current exploratory research employed a self-administered questionnaire asking 96 tipped casual dining restaurant hourly employees from 12 different restaurants in the Central Florida region of the United States to rate the importance of 21 employment characteristics of their job and their actual experience with these employment characteristics. The findings revealed that the most important employment characteristics were: flexible working hours, consistent working hours, and nice people to work with. These findings differed from a similar previous study done in 2004 with quick service restaurant employees who rated nice people to work with, humane approach to employees, and hourly wages as the most important employment characteristics. The current study showed statistically significant differences between the level of importance and actual experience attached to 18 of the 21 employment characteristics, which could explain some potential areas of misperception between hourly employees and managers in the industry. These variations can consequently help to explain the high turnover and low retention of employees in the tipped positions in the casual dining restaurant industry. Implications for management are discussed.