bluuebunny/crossref_metadata_2025_split huggingface dataset:
A preliminary test of the validity of a proposed intertemporal stewardship theory
Authors: Pirie Wendy L. , McCuddy Michael K. 
Published: October 2007

PurposeThe purpose of this paper is to provide an initial test of the validity of an intertemporal stewardship theory. This theory incorporates stewardship considerations, based on a foundation of spirituality, as well as financial considerations into financial decision‐making models.Design/methodology/approachContends that successful contemporary companies incorporate both financial and stewardship considerations into their decision making. Fortune magazine's Global Most Admired Companies list was used to define company success. Using Fortune's reputational criteria, companies were differentiated in terms of level of success. Hypotheses were developed about the articulation of and emphasis on financial considerations and stewardship considerations as evidenced by the corporate mission for highly successful vs less successful companies. The hypotheses were tested using paired t‐tests on mission statement data developed for the top‐, middle‐, and bottom‐ranked companies in each of the global industry categories in the 2002 Fortune magazine list. The intent was to determine if hypothesis‐relevant features of the mission statements significantly differed for the companies that were ranked at the top, middle, and bottom of their industries.FindingsThe results of this analysis indicate that organizational success cannot be achieved by focusing primarily on financial or stewardship considerations, but rather company success depends upon emphasizing both financial and stewardship considerations within the context of a clearly articulated mission focus.Research limitations/implicationsThe research should be extended to cover more than a one‐year period. This will result not only in a test of validity over time but also a larger sample size.Practical implicationsThe practical implications are threefold – for managers and for business professors and researchers. Managers should ensure that mission statements are sufficiently well articulated and focused, and that both financial and stewardship considerations are sufficiently emphasized. Business professors and researchers should use a new paradigm – incorporating both stewardship and financial considerations – for teaching and thinking about business and for conducting meaningful and realistic research.Originality/valueThe preeminence of financial considerations in business decision making is challenged in this article. We find that the most successful companies incorporate stewardship considerations as well as financial considerations into their decision making, at least as it is reflected in their missions. This article provides evidence that decision making can no longer be devoid of stewardship considerations if an organization is to survive and prosper over the long term.
Re‐evaluating green marketing strategy: a stakeholder perspective
Authors: Rivera‐Camino Jaime 
Published: October 2007

PurposeThe present study aims to examine the influence of stakeholders on green marketing strategy (GMS). Marketing literature recognizes that stakeholders play a significant role in influencing organizations and markets, but has not targeted a single integrated approach to examine the relationship between stakeholder management and GMS.Design/methodology/approachThis research comprised several phases, including the development of a typology of GMS, an analysis of how managers prioritize stakeholders, a study of the influence of stakeholders on GMS, and an analysis of the influence of the organizational context on managers' perception of the stakeholders. The hypotheses were validated using multivariate correlational techniques.FindingsThe study identified the stakeholders associated with GMS and their impact on the strategy adopted by the firms, and established how this is moderated by the firm's own economic sector and organizational characteristics.Research limitations/implicationsFuture studies might replicate and extend the research in other industries and countries to ascertain whether environmental concerns have different effects in other contexts.Practical implicationsThe surveys on GMS and stakeholder perception undertaken in the present survey are a potential source of information for managers – because they can be used as a self‐diagnostic tool to determine if a firm's attitude to the environment is reactive or proactive.Originality/valueResults show that the organizational “greening” process is not a linear, one‐dimensional progression, rather an uneven process in which several GMS profiles prioritize different stakeholders. The results also reveal that underlying perceptual, behavioral, and organizational factors influence GMS implementation.
Limit conjoint analysis and Vickrey auction as methods to elicit consumers' willingness‐to‐pay
Authors: Sichtmann Christina , Stingel Susanne 
Published: October 2007

PurposeLimit conjoint analysis (LCA) and Vickrey auctions (VA) are methods for measuring willingness‐to‐pay (WTP) currently under discussion. However, there are hardly any studies comparing the approaches in terms of their applicability and validity. This paper aims to analyze the differences in WTP elicited by the two methods and their validity in high and low involvement situations.Design/methodology/approachData were obtained from 179 online interviews conducted in Germany. Differences in the WTPs elicited were analyzed with a Wilcoxon Signed Ranks Test. For the validation part, a χ2 test of independence was used.FindingsThe results indicate differences depending on the method applied and the involvement situation. Additionally, the study indicates that for low involvement products VA performs better while for high involvement situations the results are not as clear. In terms of validity, both methods do not show satisfactory results.Research limitations/implicationsIn order to generalize the findings further WTP comparisons should be done with other survey objects, samples and measurement approaches. The contribution of this paper is to show that there are significant differences in WTP measurement depending on the method used and the involvement of consumers.Practical implicationsMarketing researchers and practitioners are advised to pay special attention to the choice of method when measuring the WTP for a specific product. VA should be preferred in low involvement situations. LCA should not be used in situations where consumers are not interested in the product.Originality/valueThe study presented is the first paper to tackle the issue of influencing factors of WTP measurement systematically.
Consumer complaint behaviour of Asians and non‐Asians about hotel services
Authors: Ngai Eric W.T. , Heung Vincent C.S. , Wong Y.H. , Chan Fanny K.Y. 
Published: October 2007

PurposeThis paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender and education level) and complaint behaviour.Design/methodology/approachThe paper adopts the Hofstede's typology of culture as a framework to investigate cultural differences and demographic characteristics in the complaint behaviour of hotel guests. A face‐to‐face interview survey is conducted to collect data in this research. Data are then analyzed by various statistical methods such as two‐way contingency table analysis, non‐parametric Mann‐Whitney U and Chi‐square tests.FindingsThe survey reveals that older complainants tend to resort to “public actions,” but people with a higher level of education tend not to complain publicly. In addition, Asian guests are less likely to complain to the hotel for fear of “losing face” and are less familiar with the channels for complaint than non‐Asian guests. They are more likely than non‐Asian guests to take private complaint action, such as making negative word‐of‐mouth comments. The findings also indicate that there is a significant relationship between “complaint encouraging factor” and respondents' nationality and between “effective complaint handling method” and respondents' nationality.Originality/valueFew studies have focused on the cultural differences in complaint behaviour of Asians and non‐Asian hotel guests in the hotel industry. The result will be most valuable in assisting hotel managers and marketers to better understand the customer complaint behaviour and intentions both from the Asian and non‐Asian contexts, and help formulate strategies and tactics to effectively manage the customer complaint.
Perceived relationship quality and post‐purchase perceived value
Authors: Moliner Miguel A. , Sánchez Javier , Rodríguez Rosa M. , Callarisa Luís 
Published: October 2007

PurposeThe purpose of this paper is to study the formation of a consumer's attitude towards a supplier, given the identification of the key indicators of perceived relationship quality, and their links with one another and with the perceived value of a purchase.Design/methodology/approachThree cities were chosen, in different regions of Spain, and of different sizes. A total of 402 valid interviews were carried out in two industries: tile manufacturing and tourism. The selection procedure was random.FindingsThe results show that the consumer's satisfaction is the main basis for perceived relationship quality. The paper likewise verifies the importance of transaction‐level evaluations for perceived relationship quality. The automatic affective reactions generated in the consumer in the first moments, and the social impact of the purchase, are aspects that determine perceived relationship quality. The paper also looks at the importance of considering commitment as an attitude.Research limitations/implicationsThe intention to repurchase should be incorporated, together with the social norms identified, in the model of Fishbein and Ajzen.Practical implicationsTo gain a customer's loyalty it is necessary to achieve his/her satisfaction. A supplier must pay attention to customers' trust and commitment throughout all transactions. Suppliers must take care of the quality of their products and the attention given by the contact personnel, paying special attention to certain emotional aspects relating to customers' enjoyment of the product and to their stay in the sales outlet during the process of deciding to purchase.Originality/valueThe paper clarifies two new concepts, perceived value and the quality of the relationship, and empirically verifies the causal relationship between them, in two different industries.
Conceptualizing word‐of‐mouth activity, triggers and conditions: an exploratory study
Authors: Mazzarol Tim , Sweeney Jillian C. , Soutar Geoffrey N. 
Published: October 2007

PurposeOrganizations continually seek new ways to achieve competitive advantage and word of mouth (WOM) represents such an opportunity because it has a powerful influence on consumers' attitudes and behaviors. However, prior research offers little insight into what WOM really means. The present study aims to investigate the complexities of the WOM concept and simultaneously examine the triggers that motivate people to offer WOM and the conditions that enhance the chance of WOM occurring.Design/methodology/approachA series of six focus groups were undertaken with consumers, these were supplemented by more than 100 critical incident questionnaires.FindingsTwo key WOM themes, termed “richness of message” and “strength of implied or explicit advocacy”, were identified, as well as various triggers and conditions that affect WOM occurrence.Research limitations/implicationsThe study was based on two kinds of qualitative research, but quantitative research is required to fully test the derived WOM model. Further, the study focused on WOM from a giver's point of view. Research into WOM from a receiver's viewpoint is also needed.Practical implicationsThe present study suggested that WOM activity is more complex than previous research has argued. Managers should consider various WOM facets and, in particular, recognize WOM will be most favorable when it is positive, richly described and conveyed in a strong manner.Originality/valueThe paper developed a WOM model that incorporates these additional themes and provides a basis for future quantitative research into WOM.
A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences
Authors: Ng Sandy , Russell‐Bennett Rebekah , Dagger Tracey 
Published: October 2007

PurposeThe purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is limited despite the growth of services within this context.Design/methodology/approachThis paper provides a conceptual overview of mass services and develops a typology for mass services based on an extensive review of the services literature. Specifically, the typology developed classifies mass services on the basis of service delivery and purpose. The typology forwarded, therefore, classifies mass services using a two‐by‐two framework with individual and collective mass services classified as either utilitarian or hedonic in nature.FindingsThe typology found in this paper provides a practical insight into the characteristics of services falling into the classification of mass services. The value of the classification is that managers can better understand the unique aspects of mass services, thus, allowing for a better utilization of limited resources. Moreover, the paper provides insights into a service classification that has received limited research emphasis, yet, is attracting increasing industry attention.Originality/valueThis paper provides academics and practitioners with a framework that has both tactical and strategic implications. These implications include enhancing the customer experience and thus customer retention, resource management, employee training and service management. Given that such a framework has not been forwarded in the literature, the typology presented in the current paper makes an original contribution to the literature.
Passengers' expectations of airport service quality
Authors: Fodness Dale , Murray Brian 
Published: October 2007

PurposeThe purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers' expectations for this service industry.Design/methodology/approachThe paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectations. The paper's quantitative research was used to develop a self‐report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity.FindingsQualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of airport service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion.Research limitations/implicationsBy bringing together different literatures and research paradigms to conceptualize service quality in a novel environment, the study contributes to the ongoing extension of service quality research. It is limited insofar as efforts to define a global expectations construct may have “homogenized” results.Practical implicationsThis paper builds on the extant literature on service quality to propose an approach for measuring passengers' expectations of airport service quality that can serve as a foundation of a concise and easy‐to‐administer self‐report measure for identifying and managing airport service quality strategies.Originality/valueThe paper shows that by going beyond traditional service performance measures used in the airport industry and by introducing new variables to the service quality literature, such as Csikszentmihalyi's taxonomy of activity, this study broadens and enriches both practice and theory.
Hispanic vs non‐Hispanic response to online self‐service tasks: implications for perceived quality and patronage intentions
Authors: Miyazaki Anthony D. , Lassar Walfried M. , Taylor Kimberly A. 
Published: October 2007

PurposeAlthough internet growth has allowed producers to shift control of service transactions to the customer, little research has examined the effects of this shift. The purpose of this paper is to focus on how the performance of different task types differentially affects consumer responses.Design/methodology/approachThe paper is a field study using online data collection to examine the US Hispanic market, the fastest‐growing consumer group in the US as well as one of the fastest growing online user groups.FindingsThe paper finds that Hispanic consumers were less affected by the type of task than non‐Hispanic consumers, in terms of perceived quality, satisfaction, and intended patronage. Using constructs from the communications literature, task effects on three communication perceptions were shown to explain the differences.Research limitations/implicationsThe results provide support for the notion that more complex (transaction) tasks can lead to lower evaluations than less complex (information) tasks, while also providing some limiting conditions to this result.Practical implicationsThe results in this paper suggest that services firms should consider, not only the environment in which the service encounter will be performed, but the type of service task, the type of consumer, and the potential interaction between them. As service organizations move from face‐to‐face to online service provision, they must consider how, online service provision is evaluated by consumers’, and how this affects patronage intentions.Originality/valueThe paper shows the usefulness of communications medium perceptions in explaining the interactive effects of service task and consumer type. It is pertinent to service providers, academic researchers, and consumer groups.
Adaptation in inter‐firm relationships: classification, motivation, calculation
Authors: Schmidt Sven‐Oliver , Tyler Katherine , Brennan Ross 
Published: October 2007

PurposeThe purpose of this paper is to examine how and why business firms, both as suppliers and as customers, make specific adaptations to their products and processes to meet the particular requirements of another firm with which they are transacting business.Design/methodology/approachThe paper is based on qualitative interviews with key decision makers in international services business‐to‐business organisations.FindingsThe results show that adaptations cover many areas within a company, and that the explicit costs and benefits of adaptations were calculated only to a limited extent. The paper shows that most of the suppliers investigated make adaptations to meet market and customer requirements, whereas customers make adaptations following an explicit relationship management approach.Research limitations/implicationsSpecific adaptation by one firm for another in the context of long‐term buyer‐seller relationships is an everyday fact of life and clearly of importance to the understanding of business marketing strategy. This aspect of business‐to‐business marketing deserves greater research attention.Practical implicationsManagers often have a narrow view of adaptation as the alteration of tangible factors, in particular the product or the production process. By taking a broader view of adaptations – to include personnel/human resources, behavioural and organisational structure changes – managers would open up a wider repertoire of strategies for relationship management, to the benefit of their firms.Originality/valueAlthough adaptations are important for competitive success in business‐to‐business markets, the main types of adaptations, their costs and benefits, and the motivation of companies to make adaptations, have been subject to relatively little research, a gap, which this paper seeks to address.
Conceptualizing effectiveness in a non‐profit organizational environment
Authors: Papadimitriou Dimitra 
Published: October 2007

PurposeThe purpose of this study is to empirically identify a coherent set of effectiveness measures, which attempts to accommodate the interests and expectations of the most influential constituent groups directly participating in the operation of the Greek national sports organizations.Design/methodology/approachThe multiple constituency approach to effectiveness provides the theoretical basis for developing the multi‐dimensional measure of effectiveness. A survey design was employed to collect data from 423 respondents from the 20 largest Greek national sports organizations.FindingsThe analysis of the results revealed an interpretable set of effectiveness measures consisting of five dimensions, namely calibre of the board and external liaisons, interest in athletes, internal procedures, long‐term planning and sports science support. The results clearly illuminate the effectiveness‐related expectations of the five constituent groups of the particular context and appear consistent with relevant literature deriving from different sectors.Originality/valueThis study broadens both the meaning and the determinants of organizational effectiveness in an under‐researched organizational context, that of the non‐profit Greek national sports organizations. The findings reported extend understanding about how effectiveness can be conceptualized in the particular context based on the multiple‐constituency approach. Evidence is also provided that the particular set of measures has the potential to provide meaningful insights into the content of the interest groups' expectations, in the particular context.
Boosting government reputation through CRM
Authors: da Silva Rui , Batista Luciano 
Published: October 2007

PurposeThe objective of this paper is to point out the potentialities of customer relationship management (CRM) in the building of government reputation by raising key aspects of corporate reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions.Design/methodology/approachFrom a public sector perspective, the authors develop a comparative approach to corporate reputation and CRM premises, concepts, and practices. They draw aspects from both theories that can enable the building and management of corporate reputation in the public sector with the support of CRM solutions.FindingsChallenging the popular criticism that most public agencies and departments are bureaucratic, slow, and incapable of taking immediate action, governments are striving to revert this negative image by adopting new business approaches and applying new information technologies to optimize their processes. In this context, CRM has a potential value to fulfil government needs to become more responsive to the public.Practical implicationsThe considerations raised in this paper provide relevant issues for future research aimed at studying CRM and reputation in the government context. Public managers may benefit from the practical aspects and cases provided in this paper.Originality/valueA theoretical link is developed between CRM and corporate reputation, bringing a new dimension to the matter. Many public managers are leading projects to adopt customer‐focused strategies without realizing they are also working on government reputation. An attempt is made to bring this awareness to the surface by linking some aspects of corporate reputation theory with CRM. Focusses on the public sector, which usually faces the problem of public cynicism.