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Previous studies that examined the role of empathy and nonverbal immediacy on business-to-business (B2B) salesperson performance is limited in scope and yielded inconclusive evidence. Grounded in Plank and Greene’s (1996) framework of salesperson effectiveness, this paper aims to empirically investigate the mediating role of adaptive selling behavior through which empathy and nonverbal immediacy influence sales force performance and the form of empathy (cognitive or affective) that has the most beneficial role in improving relationship (versus outcome) salesperson performance.

Using cross-sectional data that were collected from 422 pharmaceutical sales representatives, this study used structural equation modeling to test the hypothesized relationships.

Adaptive selling behavior mediates the effect of perspective taking empathy and empathic concern on relationship performance. However, the impact of empathy on outcome performance is not significant through adaptive selling behavior, but perspective taking empathy has a direct influence on outcome performance. Contrary to expectations, nonverbal immediacy is not mediated by adaptive selling behavior but has a direct and positive impact on relationship performance.

The results of this study have several implications for recruitment, training and assessment of salespeople in a B2B context. Based on the empirical evidence, it is highlighted that firms may use different forms of empathy and nonverbal cues to promote adaptive selling behavior that impact sales force performance (i.e. outcome or relationship).

To the authors’ knowledge, this is the first study which simultaneously examines the mediating role of adaptive selling behavior in the relationship between three antecedent variables that relate to sales force empathy and nonverbal communication (i.e. perspective taking empathy, empathic concern and nonverbal immediacy) and two aspects of B2B sales performance (relationship and outcome).

Presents the outcome of a study into the extent to which a sample of brand managers were cognizant of the legality of a set of activities. In a mail survey, sample members were asked to record their belief in the legality of various business practices. An assessment of the results suggests that the brand managers are able to identify the legal status of many activities, but lack knowledge on the legality of various important practices, especially those relating to pricing. Generally, managers employed by small firms were less informed than those employed by larger enterprises.

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently‐mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

Provides a perspective on the utilization of the Internet in the consumer electronics market. A preliminary examination of this market‐based on observation of existing Web sites and secondary research – was conducted to provide a springboard for insights regarding consumer use of the Internet and Web page design. Generalizations regarding the consumer electronics market may be useful in applications to other industries.

This article presents a longitudinal study of social responsibility themes in US bank advertising for the years 1992, 1997 and 2002. Content analysis is used to examine television commercials for socially responsible advertisements. Findings indicate that the communication of social responsibility in television commercials for banks has increased by 7 percent over the time period covered by the study.

The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre‐test, a Web‐based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.

This study aims to examine how product involvement moderates the effects of emotional appeals namely humor and endorsers on consumers' responses to direct‐to‐consumer advertising (DTCA).

This study employed a 2 (Humor: humor vs. non‐humor)×2 (Endorser: celebrity vs expert)×2 (Involvement: high vs low) factorial experimental design. Subjects were 420 allergy/asthma sufferers or non‐sufferers attending a large Southwestern US university as undergraduate and graduate students.

Results confirm that low involvement consumers demonstrate more positive responses than high involvement consumers toward prescription drug ads with emotional appeals. Humor or a celebrity endorser enhances ad and brand attitudes, brand recall, and copy point recall of consumers without medical conditions. However, an expert endorser is found to be more effective in improving ad credibility. A three‐way interaction between humor, endorser, and involvement was evident indicating that the celebrity endorser and humor jointly generated more positive responses than other combinations of treatment group when product involvement was low. These findings clearly suggest that use of emotional appeals in DTCA does not influence attitudes and memory of target audience who are suffering from a condition.

This is the first empirical study that examines the effects of emotional appeals namely humor and endorsers on consumers' responses to DTCA.

Electronic Data Interchange (EDI) is an inter‐organizational information system that requires collaboration and commitment between trading partners. The potential benefits that EDI can offer are substantial. However, the adoption and use of electronic linkages between companies is not as simple, or as profitable as had been expected. This study developed three conceptual models based on four important EDI measurements: EDI volume, diversity, depth, and breadth. Next, this research identified and discussed the evolutionary procedures of and the magnitude of EDI participation that companies tend to adopt in the context of the various environmental factors. Finally, this study produced a number of managerial implications and recommendations.

This paper aims to examine the influences of consumer-perceived new-product creativity (NPC) on consumers’ purchase intentions (PIs), along with the mediating effects of NPC meaningfulness between NPC novelty and PI, and between NPC communicableness and PI.

Data were collected through a self-administrated survey approach in the South West of the USA. Hypotheses were tested by using structural equation modeling and a sample consisted of 463 respondents.

The study shows that new-product novelty and communicableness are positively related to consumers’ PIs while new-product meaningfulness mediates these relationships.

This research advances the existing creativity literature by probing the core component among different creativity constructs. The study also contributes to the consumer-behavior literature, which has rarely examined consumers’ perceived creativity.

This research offers theoretical foundations and guidelines for entrepreneurs and small firms to develop new products and promotion strategies. Usefulness as a dominant product/service factor should be emphasized in practice.

A research gap at the interface of new product development and consumer behavior is addressed by investigating the effect of consumer-perceived NPC on consumers’ purchase behaviors.