Order Effects in Customer Satisfaction Modelling

This research examines the effects of question order on the output of a customer satisfaction model. Theory suggests that locating product attribute evaluations prior to overall evaluations of satisfaction and loyalty should increase the impact of performance drivers in the model, explain more variation in the overall evaluations, and make positive satisfaction and loyalty evaluations more extreme. Our results show that, although customers′ overall evaluations are more extreme and better explained when provided after attribute evaluations, the impact of satisfaction drivers is relatively unaffected. Consistent with expectations, question order does affect the explained variation in satisfaction and the levels of satisfaction and loyalty. Implications for satisfaction modelling are discussed

From Opaque to Accountable Governance: Investor Activism for Transparency in Social Media Amid Disruption in Cryptocurrency

Cryptocurrencies have experienced rapid growth, but the absence of regulatory supervision has given rise to concerns regarding transparency. Unlike traditional financial systems, cryptocurrencies lack a central authority, resulting in unclear governance and potential issues. This is exemplified by the problems associated with Initial Coin Offerings (ICOs). The recent crisis at FTX underscores the importance of transparency. While some exchanges are beginning to list assets governed by ethical principles, the path towards establishing accountable governance remains uncertain. Our research delves into how the lack of transparency in cryptocurrency exchanges prompts investors to advocate for accountable governance. We employ an event study approach to examine the impact of the FTX bankruptcy, with a particular focus on activism on Twitter. Our findings indicate that investor demands for transparency encourage exchanges to adopt measures aimed at ensuring accountability, such as conducting Proof of Reserves audits. This shift has the potential to foster a more stable and reliable cryptocurrency ecosystem, ultimately benefiting both investors and the industry as a whole

Transformational leadership and market orientation: Implications for the implementation of competitive strategies and business unit performance.

Abstract Drawing on the resource-based view of the firm, particularly the competency-based view of strategy making, the authors develop and test an integrated model of the source-positional advantage-firm performance chain. The model postulates transformational leadership and market orientation as managerial-based and transformational-based competencies, respectively. Such competencies should lead to marketplace positional advantages through competitive strategies such as innovation differentiation, marketing differentiation, and low cost. In turn, these positional advantages contribute to different firm performance metrics, specifically, effectiveness and efficiency. The authors discuss some implications for competitive strategy theory using a resource-(competency-) based perspective, along with managerial implications

Bridging the gap between typicality and *evaluation: A usage occasion-based approach.

One of the goals of marketing managers and academics is to predict and explain consumers' preferences using product perceptions. The focus and goal of this dissertation is to better understand the link between perception-based judgments such as typicality and valence-based evaluations such as preference and choice likelihood. Although this was the focus of many research studies in the past, the apparent lack of association between perceptions of products and preference/choice likelihood has been disappointing. This dissertation accommodates the two-stage process of categorization (i.e., typicality) and evaluation into a consumer behavior setting. More specifically, the goal here was to determine the association between typicality and evaluation (i.e., preference and choice likelihood) by considering usage occasions. It is posited that evoking usage occasions into a taxonomic category creates a goal-derived category. In essence, the focal research question this dissertation sought to address was whether a difference exists in the association between typicality evaluation in taxonomic and goal-derived categories, and if so why? This research integrates usage occasion schema theory with graded category structure to explain the underlying mechanism and processes that determine and drive such differences between taxonomic and goal-derived categories. The results of two empirical studies support the argument that the presence of goals (i.e., usage occasions) drives the greater association between typicality and evaluation in goal-derived than in taxonomic categories. Finally, results from a third study suggest advantages and implications of having typical products in function-oriented product categories.Ph.D.Cognitive psychologyMarketingPsychologySocial SciencesUniversity of Michigan, Horace H. Rackham School of Graduate Studieshttp://deepblue.lib.umich.edu/bitstream/2027.42/132527/2/9977117.pd

Balancing exploration and exploitation: The moderating role of competitive intensity

Abstract Drawing on Miles and Snow's classification of strategy type, this paper addresses the contingency role that competitive intensity plays in explaining the relationship between exploration/exploitation and firm performance. We further refine our firm performance measure into separate measures of effective and efficient firm performance. Our conceptual argument posits that for defenders, exploration will be positively related to effective firm performance while exploitation will be negatively related to efficient firm performance as competitive intensity increases. Conversely, for prospectors, we assert that exploration will be negatively related to effective firm performance, whereas exploitation will be positively associated with efficient firm performance as competition intensifies. Empirical results provide general support for our predictions. The implications for business theory and practice are discussed.

Compatibility Effects in Evaluations of Satisfaction and Loyalty

The goal of this research is to help understand the difference between satisfaction and loyalty based on the nature of the judgment tasks involved. By drawing on the notion of the prediction–decision inconsistency, we posit satisfaction as a consumption/experience utility and loyalty as a decision utility to explain the missing link between satisfaction and loyalty. An important assumption that may be driving the prediction–decision inconsistency, but has not been addressed, is the different criteria that consumers use in arriving at the two different types of utilities. The authors argue that this difference affects the compatibility, and resulting influence, of quality versus price information on satisfaction and loyalty evaluations. An empirical study of 183 firms using data from the American Customer Satisfaction Index is reported which supports the proposed compatibility effects. Implications for marketing theory and practice are discussed.Johnson7_Compatibility_Effects.pdf: 1634 downloads, before Aug. 1, 2020