Generation Gap and the Impact of the Web on Goods Quality Perceptions

This study explores how age and general online shopping experience affect consumer perceptions on product quality uncertainty. Using the survey data collected from 549 consumers, we investigated how they perceive the uncertainty of product quality on six search, experience and credence goods. The ANOVA results show that age and the Web shopping experience of consumers are significant factors. A generation gap is indeed seen for all but one experience good. Web shopping experience is not a significant factor for search goods but is for experience and credence goods. There is an interaction effect between age and Web shopping experience for one credence good. Implications of these results are discussed

Bridging the gap between service provision and customer expectation

Purpose: The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers’ perspective, and not make assumptions about customer needs. Design/methodology/approach: Customer Value Discovery workshops are held with undergraduate on-campus students and academic staff at Nottingham Trent University to identify customer values and irritations. Library staff participate in the workshops and vote as they expected their customers to vote. The gaps identified between staff assumptions of customer perceptions of service importance and performance serve as a catalyst for staff engagement in the change process that is necessary to deliver on the value propositions and reduce customer irritations. Findings: Library staff assumptions of customer perceptions were not always accurate. The gaps identified helped to engage staff in the change process that was necessary to improve perceptions of value and to reduce irritations. By explicitly addressing the value propositions with the aims of adding value and reducing irritation, student satisfaction with library services, as measured by two independent satisfaction surveys, improved considerably. Research limitations/implications: The research is based on two customer segments of one university library. The research should be repeated after a gap of three-four years to check if the value propositions and irritations have changed in that time. If so, the goals of the library’s operational plan would have to change to reflect the new value propositions

Second generation governance indicators

This paper summarizes progress made in a DfID-funded World Bank initiative to test and develop policy-relevant, politically acceptable, quantitative indicators of governance. There are two major components involved in the process of generating indicators that are practical means of reform. Political acceptability is key in developing neutral quantitative benchmarks of good governance that can be embraced by reformers. In addition to political acceptability, measuring governance must be comprehensive and institutionally specific so that reformers know which institutions to reform and how to do so. This paper explores some of the most promising second generation indicators of good governance and elaborates on how they are being used in World Bank operations.governance, institutions, development

Second generation governance indicators

This paper summarizes progress made in a DfID-funded World Bank initiative to test and develop policy-relevant, politically acceptable, quantitative indicators of governance. There are two major components involved in the process of generating indicators that are practical means of reform. Political acceptability is key in developing neutral quantitative benchmarks of good governance that can be embraced by reformers. In addition to political acceptability, measuring governance must be comprehensive and institutionally specific so that reformers know which institutions to reform and how to do so. This paper explores some of the most promising second generation indicators of good governance and elaborates on how they are being used in World Bank operations

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

Policy or privacy - what matters most for individual well-being? Determinants of life satisfaction in the enlarged Europe

Life satisfaction is quite heterogeneously distributed across countries of the enlarged European Union. Previous research has shown how living conditions within individual countries, such as access to material and emotional resources, are important for personal well-being, but it has neglected to explain differences between countries. This article investigates whether it also matters in which political, economic, and social circumstances people live, as well as whether their particular perception of the quality of their societal environment plays a role. People are well aware that the institutional and cultural settings in which their lives are embedded create opportunities and limitations: within individual countries, perceptions of society influence life satisfaction outcomes irrespective of access to resources. However, their importance for well-being differs across Europe: perceptions of society and material resources are highly decisive in countries which provide only a minimum of social security and in which the reliability of political institutions is poor. In rich and stable countries, the impact is weaker and private social support becomes more important. In addition to these country-specific weights of life satisfaction determinants, life satisfaction variations between countries can be explained to a large extent by taking into consideration the economic performance, the social security level, and the political culture in a country all in all, general conditions that enable people to live a respectable life. --

Summary report on sensory-related socio-economic and sensory science literature about organic food products

Organic food’s initial attraction to the public was that it was perceived to be healthier and tastier, but scientists and policy makers have mainly stressed the benefits to the environment of organic and sustainable farming. Scientific support for marketing actions addressed to those who want to be healthier and who want to enjoy better taste, and are willing to pay more for these benefits is scarce. Past research has produced little clear evidence about the importance of sensory characteristics such as taste, smell, appearance etc in consumers’ preferences with regard to organic food. The Ecropolis project, funded by the E.U., was set up with the aim of investigating the role of the senses in consumers’ preferences regarding organic food, and leading to research into how best to satisfy those preferences. This deliverable is aimed at providing a solid basis for such research with an in-depth review of, and two reports on, the relevant scientific literature. The first report (Annex I) regards what consumers expect from organic products in terms of taste, smell, appearance, etc and how these expectations are (or are not) met; the second is about the science of the senses (Annex II). The first project tasks included creating and agreeing on a glossary of terms, deciding on search criteria (key words, etc.), setting up a bibliographical data base, preparing then circulating the above-mentioned reports, and finally preparing a summary of the reports. The report on consumers expectations highlights the suggestion that while organic food has traditionally been marketed through specialized retailers, its market share will only grow significantly if it is promoted by multiple retailers. Research literature from all over the world seems to agree in indicating that consumers’ choices are largely motivated by health, the environment, price and social status. Other considerations include ethics, the localness of the product and lifestyle choices. The literature also indicates that the organic market will expand significantly only if consumers are more willing, and able, to recognize quality, but this presents serious issues. When buying the product they cannot personally verify its quality and genuineness and thus must rely on regulation and inspection bodies. The recognition of quality can also be encouraged by effective communication by producers and retailers through appropriate branding, labelling and presentation. There are connections between this information and questions of sense perception, but researchers disagree about how important the latter is in influencing the customer, and in which ways it does so. The following report focuses, in fact, on the science of the senses, which tries to analyze in detail people’s responses to food, despite the many potential pitfalls in carrying out the research which might influence the reliability of the results. There is broad agreement on two points: - there is no proof that organic food is more nutritious or safer, and - most studies that have compared the taste and organoleptic quality of organic andconventional foods report no consistent or significant differences between organic and conventional produce. Therefore, claiming that all organic food tastes different from all conventional food would not be correct. However, among the well-designed studies with respect to fruits and vegetables that have found differences, the vast majority favour organic produce. Organic produce tends to store better and has longer shelf life, probably because of lower levels of nitrates and higher average levels of antioxidants. The former can accelerate food spoilage, while antioxidants help preserve the integrity of cells and some are natural antibiotics. The first conclusion may, however, depend on factors not directly connected to organic farming, such as harvesting and storage methods and the type of land used for growing the food. About the second finding it must be considered that measuring organoleptic quality is difficult and inherently subjective and evaluations may be clouded by the influence of numerous factors on the consumer’s perceptions of the food and not just its appearance and taste. Experimental research indicates that the information that a food is organic confers upon it a “halo effect” (making it seem better sense-wise simply because it is organic) which might make consumers like it more. Ecropolis researchers will analyze in detail which senses are indeed impacted on, and how, and try to match them to consumer needs and expectations in order to be able to offer suggestions for future policy, including how the food is stored, transported and presented, which is also essential for maintaining sensory properties. The workpackage WP1 has also produced a specific report on how organic food sensory aspects are regulated. International standards, with some important exceptions, are largely in line with European ones. Differences in standards usually regard whether there is orientation towards freshness “per se” as opposed to increasing shelf-life, or quality standardization as opposed to quality differentiation. Differences in regulations regard such aspects as ingredients, additives, processing aids and methods, packaging, storage and transport. The lack of harmony among the different regulatory systems often reflects different traditions and market conditions, however, more complicated compliance procedures result in higher costs for importers. Greater homogeneity would not only reduce such costs but would also increase consumer confidence in international standards. Ecropolis will also investigate the effect of different regulations on how people perceive organic goods sense-wise. The work done to date is seen as a starting point for future research aimed at producing practical results in the organic food market. Ecropolis will try to bring together separate strands of research concerning how organic goods are regulated and marketed with regard to taste, appearance, etc., and how consumers themselves are affected by such factors. The aim is to find optimal matches between the two, and thus to greatly increase organic food’s share of the food market

Faculty Research in Progress, 2018-2019

The production of scholarly research continues to be one of the primary missions of the ILR School. During a typical academic year, ILR faculty members published or had accepted for publication over 25 books, edited volumes, and monographs, 170 articles and chapters in edited volumes, numerous book reviews. In addition, a large number of manuscripts were submitted for publication, presented at professional association meetings, or circulated in working paper form. Our faculty\u27s research continues to find its way into the very best industrial relations, social science and statistics journal