Katherine E. Harris, Lois A. Mohr and Kenneth L. Bernhardt
The purpose of this paper is to examine the differences in consumers' attributions of blame for service failures and its affect on their expectations for recovery in both online…
Abstract
Purpose
The purpose of this paper is to examine the differences in consumers' attributions of blame for service failures and its affect on their expectations for recovery in both online and offline settings.
Design/methodology/approach
A sample of non‐student adults participated in a 2 (service type) by 2 (shopping medium) experimental design testing the affects of on‐ and offline shopping on consumers' attributions of blame for a service failure. Specifically, regression is employed to test the effects of on/offline medium on blame and expected service failure recovery in both the airline and banking industries.
Findings
Empirical support is found for the hypotheses that online subjects blame themselves more for service failures, and, in turn, expect less of a recovery than offline consumers. The on/offline medium is shown to have a mediated effect on expected service failure recovery through blame in the airline data. In the bank data, on/offline medium has a significant affect on blame, and blame has a significant affect on expected service failure recovery, though on/offline medium does not show a mediated affect on expected service failure recovery.
Practical implications
Because online customers tend to blame themselves more for service failures, managers may be able to offer less of service failure recovery online than offline. Furthermore, online customers may be more willing to recover for themselves, thereby saving the firm money and placing customers more in control of their service experience.
Originality/value
This study allows for the possibility of consumers' blaming themselves for service failures and, to our knowledge, this is the first study to examine how attribution for service failure affects expected service failure recovery in both on‐ and offline settings. Managers should find our results useful in developing service failure recovery strategies.
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Cathy J. Cobb‐Walgren and Lois A. Mohr
Studies the presence of symbols in the service advertisements. Examines the denotative visual content of service advertisements from 1982‐1992 in order to better understand the…
Abstract
Studies the presence of symbols in the service advertisements. Examines the denotative visual content of service advertisements from 1982‐1992 in order to better understand the role relationships between provider and consumer. The study begins with the premise that power and commitment are two dimensions of role relationships which distinguish types of services. The research then explores the various ways in which power and commitment are conveyed through manifest nonverbal symbols.
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Peter J. LaPlaca and Wesley J. Johnston
Seeks to provide a historical case study of the founding and development of the Journal of Business & Industrial Marketing from the perspective of the two editors of the journal…
Abstract
Purpose
Seeks to provide a historical case study of the founding and development of the Journal of Business & Industrial Marketing from the perspective of the two editors of the journal covering the first 20 years of publication.
Design/methodology/approach
The editors report on their experiences of establishing and nurturing the journal over a 20‐year period. Individual experiences are reported along with specific historical events and specific journal contents.
Findings
The paper provides information about the history of the journal and its founding, indicating the difficulties and managerial skills necessary to accomplish such a task. The paper also recognizes the 20‐year growth and contribution of the journal and those who contributed to it.
Research limitations/implications
The viewpoints of the editors are anecdotal and recall events as far back as 20 years. They summarize the events of a 20‐year period in the article, relying on memory and information from archival files.
Practical implications
The paper provides one description of the founding and development of a leading journal in the field of business and industrial marketing. A list is presented summarizing Special Issues and significant milestones of the journal. The paper is a must‐read for anyone contemplating starting a new journal.
Originality/value
This article presents the only complete history of the Journal of Business & Industrial Marketing.
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Mamta Soni, Sunny Dawar and Amit Soni
Global warming and drastic environment fluctuations have given rise to worldwide emergency, demanding to discover the most unexplored area in the field of social responsibility…
Abstract
Purpose
Global warming and drastic environment fluctuations have given rise to worldwide emergency, demanding to discover the most unexplored area in the field of social responsibility that is, consumer social responsibility (CnSR). This study aims to define the novel term “CnSR” and its antecedents to accomplish long-term sustainability. An in-depth analysis is executed to discover key antecedents, and proposed tool validation is implemented with the help of the big size of consumer population.
Design/methodology/approach
Primary data are collated using consumer responses, and reliability statistics were analyzed implementing Cronbach's alpha, and factor analysis is performed for required validation.
Findings
Probing existing research, CnSR was mostly correlated with consumers’ ethical and moral behavior. The present work proposes a unique tool which has successfully revealed a broader approach resulting in four vital antecedents: environmental orientation (EO), ethical and moral disposition (EMD), spiritual orientation (SO) and orientation toward shared consumption (OSC). Cronbach's alpha is adopted to determine internal consistency of the survey and has showed precision of 0.953 which affirms accuracy of the proposed tool.
Research limitations/implications
Splitting of EO using factor analysis into environmental oriented preference (EOP) and recyclable oriented preference (ROP) has indicated further required inputs for better understanding.
Practical implications
Sustainable issues were limited to corporates in the form of corporate social responsibility (CSR) activities. Present work demands consumer awareness about their consumption consequences and fix their responsibility to achieve long-term sustainability.
Originality/value
The present study is the first to identify the antecedents of CnSR and effectively demonstrates a tool for the same.
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Terje Slåtten, Göran Svensson and Sander Sværi
The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and…
Abstract
Purpose
The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching.
Design/methodology/approach
Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations.
Findings
There are indications that employees' perceived service quality has a direct negative effect on employees' turnover intentions. The effect of empowerment, coaching, and role clarity on turnover intention appears to be mediated through employees' perceived service quality.
Research limitations/implications
This study is limited to a selection of variables related to employees' turnover intentions. Future research may focus on testing other variables that may be related to employees' turnover intentions.
Practical implications
This study stresses the importance for managers in service organizations to measure employees' perceived service quality. The results show that there are both direct and indirect relationships to employees' turnover intentions. The conclusion is that employees' perceived service quality is an important consideration with respect to employee‐turnover management.
Originality/value
This study has developed and tested a set of hypothesized relationships in the field of service management.
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Charles P. Cullinan, Lois B. Mahoney and Linda Thorne
The authors’ examination of corporate social responsibility (CSR) scores in dual-class firms provides a window on firms’ CSR performance when insulated from external pressure…
Abstract
The authors’ examination of corporate social responsibility (CSR) scores in dual-class firms provides a window on firms’ CSR performance when insulated from external pressure. Dual-class ownership confers greater voting rights on a superior class of shares held by insiders; consequently, managers of dual-class firms are insulated from external pressure from inferior class shareholders and, potentially, from society. The authors compare CSR scores in dual- and single-class firms and investigate the association between CSR scores and cash flow rights in dual-class firms. This analysis reveals that dual-class firms have lower CSR scores than their single-class counterparts and that CSR scores in dual-class firms are positively related to the relative cost of CSR borne by the superior class of shares. The findings suggest that external accountability encourages CSR performance, and CSR performance is higher when the superior class bears a smaller portion of the cost of CSR activities. It follows that the analysis suggests the importance of governance structures for encouraging CSR, and the dampening impact of cost to CSR performance.
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Charles P. Cullinan, Lois S. Mahoney and Pamela Roush
This paper examines whether shareholders consider corporate social responsibility (CSR) performance when voting on corporate governance change proposals submitted by dissident…
Abstract
Purpose
This paper examines whether shareholders consider corporate social responsibility (CSR) performance when voting on corporate governance change proposals submitted by dissident shareholders. These proposals recommend changes to the corporate governance status quo and are made by dissident shareholders who are dissatisfied with the company’s existing governance practices.
Design/methodology/approach
Using 195 governance change proposals voted on during 2013, the paper examines the relationship between CSR performance (obtained from the MSCI database) and the level of voting support for these proposals.
Findings
This study finds that shareholder support for corporate governance change proposals submitted by dissident shareholders is positively related to firms’ CSR concerns, especially environmental concerns.
Research limitations/implications
The findings suggest that shareholders may be concerned with the potentially adverse effects of weak CSR performance, especially poor environmental performance, and may support changes to corporate governance structures when a company’s CSR and environmental performance is weaker.
Originality/value
As the first research to examine the relationship between CSR and proposed changes to corporate governance, this study provides unique insights into shareholder perceptions of the value of CSR based on shareholders’ support (or lack thereof) for governance changes proposed by dissident shareholders.
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This chapter makes a case for a decolonial, intersectional approach to narrative criminology. It argues that in growing contexts of deepening inequalities, research approaches…
Abstract
This chapter makes a case for a decolonial, intersectional approach to narrative criminology. It argues that in growing contexts of deepening inequalities, research approaches that humanise people on the margins and that explicitly centre questions of social justice are ever more urgent. This chapter explicates a decolonial, intersectional narrative analysis, working with the data generated in interviews with women sex workers on their experiences of violence outlining how a decolonial, intersectional, narrative analysis may be accomplished to analyse the intersections of power at material, representational and structural levels. The chapter illustrates the importance of an intersectional feminist lens for amplifying the complexity of women sex workers' experiences of gendered violence and for understanding the multiple forms of material, symbolic and institutionalised subordination they experience in increasingly unequal and oppressive contexts. It ends by considering the contributions decolonial, intersectional feminist work can offer narrative criminology, especially the emerging field of narrative victimology.
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Rajinder Garcha and Lois Buttlar
How have the roles of cataloguers evolved over the past decade due to the impact of automation When cataloguers in academic libraries in England were surveyed it was found that 97…
Abstract
How have the roles of cataloguers evolved over the past decade due to the impact of automation When cataloguers in academic libraries in England were surveyed it was found that 97 per cent work with a fully automatic online public access catalogue; all catalogue online, and share records with some bibliographic utility, of which RLIN and BLCMP are the most popular. Professional staff size had decreased at 50 per cent of the institutions with means of 4.5 professionals and 4.8 support staff members. The average percentage of professional cataloguers per library was about 53 per cent. Roles that were greatly expanded included cataloguing of digital documents and Internet resources, authority control, and database management. Of the respondents, 65 per cent are now involved in e‐mail discussion groups where ten years ago none were. Administrative functions have also increased as 50 per cent of the cataloguers are now heads of bibliographic access departments.
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Research has shown that young adults face strong economic burdens when it comes to establishing their intimate relationships in times of labor market deregulation and economic…
Abstract
Research has shown that young adults face strong economic burdens when it comes to establishing their intimate relationships in times of labor market deregulation and economic recession. However, little is known about possible protective effects of the transition to cohabitation on subjective worries. Based on economic and gender-specific assumptions, the present paper uses data from the German Socio-economic Panel (GSOEP) from 1991 to 2020. Longitudinal analyses show that the transition into cohabitation reduces the economic worries of German women, especially in times of macroeconomic crisis. For men, cohabitation is only protective against economic worries if they or their partner have high economic resources. The latter may indicate that young men in precarious living situations perceive the male breadwinner model as a subjective burden in the context of cohabitation.