Shian-Yang Tzeng, Myriam Ertz, Myung-Soo Jo and Emine Sarigöllü
Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to…
Abstract
Purpose
Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.
Design/methodology/approach
A two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.
Findings
The findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.
Originality/value
This paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.
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Myriam Ertz, Fahri Karakas, Frederick Stapenhurst, Rasheed Draman, Emine Sarigöllü and Myung-Soo Jo
This study aims to offer a better understanding of supply side of bribery and corruption in an international business perspective by conceptualizing it in the narrower concept of…
Abstract
Purpose
This study aims to offer a better understanding of supply side of bribery and corruption in an international business perspective by conceptualizing it in the narrower concept of misconduct in business (MIB) derived from the deontological perspective to business ethics.
Design/methodology/approach
The authors use a case study methodology of professionals working within Canadian mining multinational corporations operating in Africa. The authors conducted 2 focus groups, 25 in-depth interviews, document search and an open-ended questionnaire to 15 professionals. Further, they drew on a combination of the classic relationalist sociological framework and its recent revision, that they named the relationalism-substantialism framework to analyze the data.
Findings
The triangulated empirical data show that the reason why MIB in the form of bribery supply occurs is not exclusively tied to any given perspective, whether the individual, the organization or the wider societal context. Rather, these different layers are tightly intertwined and interact with each other for the supply of bribery to occur.
Originality/value
Although the three siloed perspectives of MIB have been studied in the literature, they have not been addressed in relation to one another, and even less with a relationalism-substantialism framework. Yet, this perspective contributes compellingly to the understanding of the supply side in bribery. The authors propose a net of conceptually related constructs that intervene in the process of bribery supply occurrence, namely relationality influenced by institutional dysfunctionality and conflation and substantiality through agency and culture.
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Yongbing Jiao, Myriam Ertz, Myung-Soo Jo and Emine Sarigollu
The purpose of this paper is to investigate the effects of culture, personality, and motivation on social and content value, which in turn affect brand equity in social media…
Abstract
Purpose
The purpose of this paper is to investigate the effects of culture, personality, and motivation on social and content value, which in turn affect brand equity in social media brand community (SMBC) setting.
Design/methodology/approach
Online surveys were conducted with 595 SMBC participants in China and the USA. AMOS is used in SEM analysis.
Findings
Consumers with collectivistic, extroverted, and extrinsic orientation experience social value through social media participation. In contrast, consumers with individualistic and intrinsic orientation demonstrate content value. Furthermore, Chinese consumers show more social value and the US consumers more content value. Accordingly, the effect of social value (content value) on brand equity is stronger for Chinese (US) consumers.
Research limitations/implications
Culture was assessed only by individualism/collectivism, personality by extroversion/introversion and motivation by extrinsic/intrinsic. Future research should verify external generalizability beyond China and the USA.
Practical implications
Enhanced social and content value through consumers’ social media participation can increase brand equity. Thus, companies should motivate consumers to experience more value via social media participation, and, cultivate a multicultural climate and facilitate the exchange of culture.
Originality/value
First, this research redefines customer value into two components: social and content value. Second, this paper is the first to investigate the antecedents (i.e. culture, personality, and motivation) and the consequence (i.e. brand equity) of customer value in social media community settings. Third, this study illustrates differences in social media customer value experiences of Chinese vs US consumers.
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Tianfeng Shi, Rong Huang and Emine Sarigollu
This research aims to investigate the relationship between internal motivations and consumer upcycling intention, and how these motivations relate to purchase intention of…
Abstract
Purpose
This research aims to investigate the relationship between internal motivations and consumer upcycling intention, and how these motivations relate to purchase intention of upcycled products.
Design/methodology/approach
This research is based on an online survey with a sample of 470 US consumers. Structural equation modeling with Mplus was applied to test the proposed relationships.
Findings
Perceived competence is the strongest internal motivation related to consumer upcycling intention, followed by waste prevention and frugality. Consumers who have motivations of waste prevention, social connectedness and emotional attachment for consumer upcycling have higher intention to purchase upcycled products.
Research limitations/implications
The generalizability of the findings might be limited due to the US-based survey sample. Future research could validate and extend these findings in different cultural contexts.
Practical implications
The findings enable policymakers and business practitioners in the circular economy to develop effective strategies to promote consumer upcycling as well as the purchase of upcycled products.
Originality/value
First, this research addresses the dearth of literature studying upcycling and the broader circular economy from the demand side (i.e. the consumer). Second, by identifying perceived competence as the strongest internal motivation for consumer upcycling, this research offers a new perspective on how to promote consumer upcycling. Third, by demonstrating that certain internal motivations for consumer upcycling can explain purchase intention of upcycled products, this research validates for the first time the connection between consumer upcycling and upcycling businesses empirically.
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Jiaye Ge, Myung-Soo Jo and Emine Sarigollu
This study aims to examine how cultural tightness at the national level and individual level influences consumer attitudes toward a brand's wrongdoing depending on the brand's…
Abstract
Purpose
This study aims to examine how cultural tightness at the national level and individual level influences consumer attitudes toward a brand's wrongdoing depending on the brand's country of origin and severity of the transgression.
Design/methodology/approach
Employing data from two tight-culture countries (China and South Korea) and a loose-culture country (the USA), two experiments were conducted to examine the proposed hypotheses.
Findings
The authors found that although consumers across cultures universally punish strong (vs weak) transgressions more severely, consumers in a tight-culture country, China, are more forgiving of a local (vs foreign) brand in both strong and weak transgression conditions, and forgiveness is higher for the strong transgression. Moreover, this buffering effect observed for Chinese consumers is stronger for those with high personal cultural tightness in the strong transgression condition. However, it emerges only in the weak transgression condition for South Korea, another tight-culture country. As hypothesized, no buffering effect for a local brand was found in a loose-culture country, the USA. Consumers from a loose culture assess transgression severity independently, and the punishment is harsher for strong transgressions than for weak transgressions.
Originality/value
This study fills a research gap by revealing that consumers from tight (vs loose) cultures would react differently to brands following a transgression depending on the brand's country of origin. It provides implications by examining how national-level and individual-level cultural tightness jointly affect post-transgression attitudes. It also presents a more nuanced perspective that the local brand's buffering effect is contingent on the degree of tightness and severity of transgression, even in similar culturally tight countries.
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Myriam Ertz, Émilie Boily, Shouheng Sun and Emine Sarigöllü
The purpose of this study is to examine the process underlying how consumers shift roles from users to suppliers of goods or services in the collaborative economy (CE). It…
Abstract
Purpose
The purpose of this study is to examine the process underlying how consumers shift roles from users to suppliers of goods or services in the collaborative economy (CE). It examines quantatively the impact of a series of explanatory variables underlying that switchover process.
Design/methodology/approach
This study identifies and tests the key factors that motivate the user-provider transition by introducing the spillover effect from the proenvironmental literature into collaborative practices and using four experimental designs. Considering behavioral characteristics, context, intrinsic variables and socialization, this study provides an in-depth understanding of the process of transition from user to supplier in the CE.
Findings
The results suggest the interactive nature of the spillover as peer influence boosts changes in individual motivations, preferences and behaviors. Furthermore, promoting solidarity between members of the CE platform facilitates the transition of participants from users to providers. In addition, the users’ perception of socialization, satisfaction and sense of indebtedness may also play a significant role in the transition.
Research limitations/implications
The study highlights the process underlying the switchover from user to provider at the prosumer level. More specifically, this study identifies key variables influencing the intention to switchover in the CE by drawing on the spillover effect from pro-environmental behavior and considering the spillover as an interactive process.
Practical implications
Managers who wish to develop collaborative systems must attract a critical mass of providers to ensure the viability of their systems. Instead of recruiting new providers, managers may convert existing users into providers. This study identifies the key variables to modulate to this end.
Originality/value
The findings offer important managerial implications and shed new light on the CE literature.
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Fahri Karakas, Emine Sarigollu and Alperen Manisaligil
The purpose of this paper is to proposes benevolent leadership development as a framework to incorporate principles of responsible management education to mainstream management…
Abstract
Purpose
The purpose of this paper is to proposes benevolent leadership development as a framework to incorporate principles of responsible management education to mainstream management curriculum, specifically within the context of leadership courses.
Design/methodology/approach
The illustrative processes, exercises, and projects in this paper come from leadership development courses offered in Turkey and in Canada.
Findings
This paper presents four anchors that support benevolent leadership development: ethical sensitivity, spiritual depth, positive engagement, and community responsiveness.
Research limitations/implications
The paper develops the framework of benevolent leadership as a means to impart the principles of responsible management.
Practical implications
The paper shares pedagogical strategies to incorporate benevolent leadership in leadership development courses through use of individual and team projects and exercises.
Originality/value
The paper shares a theoretical framework and practical insights for incorporating multiple literacies and sensitivities – namely morality, spirituality, positivity, and community – in leadership development.
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Effat Sadat Mahboobi Renani, Seyed Fathollah Amiri Aghdaie, Majid Mohammad Shafiee and Azarnoush Ansari
The purpose of this study is to identify the factors affecting brand competitive positioning (BCP) and its components in the home appliance industry and also to develop a scale…
Abstract
Purpose
The purpose of this study is to identify the factors affecting brand competitive positioning (BCP) and its components in the home appliance industry and also to develop a scale for it, considering both the seller’s and the buyer’s side.
Design/methodology/approach
The factors were investigated both qualitatively and quantitatively. Data was collected from findings of previous research as well as interviews with experts in the industry. After conducting thematic analysis, the extracted factors were confirmed by experts. A total of 400 samples was used to test the BCP scale. Respondents were the customers of some selected home appliance brands.
Findings
The results of exploratory and confirmatory factor analyses indicated that seven main factors influenced BCP, including product quality, service quality, perceived price, sales and distribution, marketing communication, market orientation and reputation and background. Also, the five components of BCP are distinctiveness, desirability, credibility, value for money and top of the mind awareness.
Originality/value
Modelling a new scale on BCP is of considerable importance. Using mixed method, the current study presents a new scale named Brand Competitive Positioning Scale.