Marin Shapiro and Miguel I. Gómez
– The purpose of this paper is to study the linkages between customer satisfaction (CS) and sales performance among wineries in New York State's Finger Lakes region.
Abstract
Purpose
The purpose of this paper is to study the linkages between customer satisfaction (CS) and sales performance among wineries in New York State's Finger Lakes region.
Design/methodology/approach
A survey instrument was used to collect data from visitors to winery tasting rooms in the Finger Lakes. Responses from 457 visitors were collected from nine wineries during the period June 2010 through November 2010. The authors used a factor analysis to identify the primary drivers of CS. Then, the authors modeled the relationship between these drivers and overall CS and assessed the impact of CS on sales, purchase and repurchase intentions.
Findings
The authors found five principal drivers of CS: ambience, tasting protocol, service, retail execution, and tasting experience. Of these, ambience and service exerted the most influence on overall CS. Furthermore, as expected, CS significantly influences purchase intentions, the amount of dollars spent and quantity purchased.
Practical implications
The results provide valuable information to winery tasting room managers/owners on measures they can use to improve sales performance. Identifying attributes of the tasting room that generate a positive customer reaction can help winery managers/owners make profit-maximizing decisions.
Originality/value
While the links between CS and sales performance have been established in other product sectors, few studies have focused on a comprehensive assessment of CS and sales performance in wine tasting rooms.
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Automating the construction of machine‐interpretable knowledge‐bases is one of the immediate next moves in the emerging technology of information. Feasibility of computer…
Abstract
Automating the construction of machine‐interpretable knowledge‐bases is one of the immediate next moves in the emerging technology of information. Feasibility of computer induction of new knowledge from examples has been shown in more than one laboratory. Means are described for generating knowledge‐based programs that are automatically guaranteed analysable and executable by machine and human brain alike.
This chapter examines how the pandemic altered exposure to online hate. We investigate if the pandemic affected previously observed patterns of exposure to online hate in Finland…
Abstract
This chapter examines how the pandemic altered exposure to online hate. We investigate if the pandemic affected previously observed patterns of exposure to online hate in Finland and the United States. We ask, did online hate become more prevalent as the pandemic unfolded and became increasingly politicized? It is important to consider online hate exposure in the early stages of the pandemic because the pandemic fanned the flames of hate. This increase in hate can then lead to fewer people complying with recommended health-protective behaviors and increases in hate crimes, which would increase the overall toll of the pandemic. Thus, this chapter explores if the landscape of online hate in the United States and Finland changed in the initial stages of COVID-19. Initially, rates of exposure were higher in Finland than in the United States, and, as predicted, rates of exposure increased between April and November 2020. However, this increase was observed only in the United States. The increase in exposure in the United States combined with the stability in exposure in Finland resulted in the country differences that were observed in April disappearing by November. The chapter concludes by exploring the likely role of the political leaders of the two nations played in this pattern of online hate exposure. Specifically, President Trump’s use of racialized descriptions of the pandemic are contrast to Prime Minister Marion’s more scientific descriptions to demonstrate how policy rhetoric can encourage or discourage online hate.
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John Cater, Kevin James, Roland Kidwell, Kerri Camp and Marilyn Young
Effective use of human resources is important for the profitability and governance of family firms. In a study of the human resource management (HRM) practices of US Hispanic…
Abstract
Purpose
Effective use of human resources is important for the profitability and governance of family firms. In a study of the human resource management (HRM) practices of US Hispanic family firms, the purpose of this paper is to discuss the implications of agency and stewardship governance.
Design/methodology/approach
To better understand HRM practices in US Hispanic family firms, the authors present findings from 169 US firms to hypothesize the extent of HRM development in Hispanic family firms (n=70) vs non-Hispanic family firms (n=99).
Findings
Results indicated that HRM practices in Hispanic family firms are less structured than those of non-Hispanic family firms; however, when Hispanic family firms effectively use HRM practices, they will have greater financial success.
Originality/value
Therefore, the results suggest that Hispanic family firm leaders display relatively low agency governance and high stewardship governance.
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The study investigates extreme response style (ERS) in cross‐cultural research. Through a four‐country application of the Greenleaf ERS measure, finds that ERS varies between…
Abstract
The study investigates extreme response style (ERS) in cross‐cultural research. Through a four‐country application of the Greenleaf ERS measure, finds that ERS varies between cultures and across response formats. Evidence is also found that the acquiescence response style (ARS) varies between cultures and response formats. Through a series of ANOVAs, it is shown how a post hoc response style adjustment can be used to minimize between‐group differences for ERS and ARS. Finally, this study illustrates how cross‐cultural market researchers, using a marketing‐oriented survey instrument like the CETSCALE, could reach erroneous conclusions by failing to adjust for between‐group difference in ERS. Implications for cross‐cultural marketing research are discussed.
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Christian Acuña-Opazo and Alejandro Álvarez-Marín
La presente investigación examina la existencia de memoria de largo plazo por medio del cálculo del coeficiente de Hurst y Hurst ajustado, y del análisis de características de…
Abstract
Propósito
La presente investigación examina la existencia de memoria de largo plazo por medio del cálculo del coeficiente de Hurst y Hurst ajustado, y del análisis de características de estructuras caóticas en la serie del mercado bursátil de Chile, específicamente a través del Índice de Precios Selectivo de Acciones.
Diseño/metodología/enfoque
Se desarrolló un breve análisis del mercado, según la metodología de Box y Jenkings. La validez de los resultados se realizó por medio de la prueba propuesta por Brock, Dechert y Scheinkman. En segundo lugar, se procedió a analizar la dinámica y patrones del índice y de su rendimiento, para observar si existía evidencia de memoria de largo plazo.
Hallazgos
Los resultados demuestran la presencia de esta memoria en el mercado bursátil chileno, determinado a través del índice accionario en dos escalas, diaria y trimestral, lo que además corrobora resultados obtenidos por otros autores, confirmando el uso de la metodología de Rango Re-escaldo para la identificación y determinación de memoria de largo plazo en una serie temporal.
Originalidad/valor
Este estudio permitirá a futuros investigadores realizar análisis similares en otros mercados, aportando un nuevo enfoque al analizar la memoria de la largo plazo y los factores que inciden en ella.
Palabras clave
Exponente de Hurst, Índice bursátil, Mercados eficientes, Mercados fractales
Tipo de artículo
Artículo de investigación
Purpose
This research examined the existence of long-term memory by calculating the coefficient of Hurst and Hurst set, and the analysis of characteristics of chaotic structures in the series of stock market of Chile, specifically through the Selective Price Index Shares.
Design/methodology/approach
A brief analysis of the market was developed, according to Box and Jenkins methodology. The validity of the results was performed by means of the test proposed by Brock, Dechert and Scheinkman. Secondly, we proceeded to analyze the dynamics and patterns of the index and its performance, to see if there was evidence of long-term memory.
Findings
The results demonstrate the presence of long-term memory in the Chilean stock market, determined by stock index in two scales, daily and quarterly, which also corroborates results obtained by other authors, confirming the use of the methodology Range Re-scalded for the identification and determination of long-term memory in a time series.
Originality/value
This study will allow future researchers to perform similar analyzes in other markets, providing a new approach when analyzing the long-term memory and the factors that affect it.
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Ryan K.L. Ko, Stephen S.G. Lee and Eng Wah Lee
In the last two decades, a proliferation of business process management (BPM) modeling languages, standards and software systems has given rise to much confusion and obstacles to…
Abstract
Purpose
In the last two decades, a proliferation of business process management (BPM) modeling languages, standards and software systems has given rise to much confusion and obstacles to adoption. Since new BPM languages and notation terminologies were not well defined, duplicate features are common. This paper seeks to make sense of the myriad BPM standards, organising them in a classification framework, and to identify key industry trends.
Design/methodology/approach
An extensive literature review is conducted and relevant BPM notations, languages and standards are referenced against the proposed BPM Standards Classification Framework, which lists each standard's distinct features, strengths and weaknesses.
Findings
The paper is unaware of any classification of BPM languages. An attempt is made to classify BPM languages, standards and notations into four main groups: execution, interchange, graphical, and diagnosis standards. At the present time, there is a lack of established diagnosis standards. It is hoped that such a classification facilitates the meaningful adoption of BPM languages, standards and notations.
Practical implications
The paper differentiates BPM standards, thereby resolving common misconceptions; establishes the need for diagnosis standards; identifies the strengths and limitations of current standards; and highlights current knowledge gaps and future trends. Researchers and practitioners may wish to position their work around this review.
Originality/value
Currently, to the best of one's knowledge, such an overview and such an analysis of BPM standards have not so far been undertaken.
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Erekle Pirveli, Esther Ortiz-Martínez, Salvador Marín-Hernández and Paul Thompson
This study aims to examine how the characteristics of lobbyists – type, size and country of origin – affect the nature of the feedback submitted to the European Commission…
Abstract
Purpose
This study aims to examine how the characteristics of lobbyists – type, size and country of origin – affect the nature of the feedback submitted to the European Commission regarding the Corporate Sustainability Reporting Directive.
Design/methodology/approach
This research is grounded in an analysis of 143 public comment letters, encompassing the entire spectrum of feedback received. The authors begin with a content analysis of the directive’s 20 key items to categorize responses, construct a feedback index based on them and then use ordinary least squares, robust and ordered logit regressions.
Findings
This analysis reveals the expanding concept of “users” in sustainability reporting, with active lobbying from both business associations and non-governmental organizations (NGOs). While the directive is generally well received, concerns arise regarding its broad scope, third-party assurance, forward-looking information and the rushed timeline. Lobbyists’ characteristics play a significant role in shaping their feedback. NGOs show stronger support than business associations, with companies in between. Smaller lobbyists favor simplified disclosures, and notable French support suggests a potential “reversed lobbying” effect, possibly due to the French presidency’s role in shaping the European sustainability reporting framework.
Practical implications
This in-depth content analysis of feedback on the directive provides a comprehensive summary measure that serves as a powerful tool for standard-setters to develop sector-specific sustainability standards.
Social implications
As sustainability reporting gains traction and zero-emission targets grow more urgent, understanding the standard-setting process is increasingly crucial.
Originality/value
This research shifts the focus of lobbying from financial to sustainability reporting. The authors build on regulatory capture and public interest theories by incorporating networking theory and the phenomenon of reversed lobbying to uncover key variations.
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István O. Egresi, Bianca Sorina Răcăşan, Stefan Dezsi, Marin Ilieş and Gabriela Ilieş
Christmas markets have more recently become important tourist attractions in Europe. The purpose of this study is to understand how does this recurring event impact local…
Abstract
Purpose
Christmas markets have more recently become important tourist attractions in Europe. The purpose of this study is to understand how does this recurring event impact local businesses and residents. The research focuses on the city of Cluj-Napoca, Romania.
Design/methodology/approach
This study used both quantitative and qualitative methods. First, a survey was conducted with local residents to evaluate the impact of the Christmas market on the local community. Residents’ perception of social impacts was ascertained by using a five-point Likert scale. The data collected was then processed using the SPSS software. Second, to assess the impact of the Christmas market on the businesses located in the city’s historic central square, semi-structured interviews with managers and front-line employees were conducted. In total, 21 people were interviewed for this study. The interviews were then transcribed, and the content analysis was applied to the textual data.
Findings
The study found that both residents and local businesses have a positive attitude toward the Christmas market. The only negative impact, identified by a segment of the population and some companies, was crowding of public spaces (including parking problems and traffic jams).
Originality/value
This study is novel in that, with one exception, there are no studies on the community impacts of Christmas markets. Moreover, to the best of the authors’ knowledge, this is the first study on Christmas markets in Romania and one of the very few in Eastern Europe.