The Effect of Consumer Perceptions of the Ethics of Retailers on Purchase Behavior and Word-of-Mouth: The Moderating Role of Ethical Beliefs

This paper explores how consumers perceive retailer ethics. Based on a review of the marketing and consumer research literature, we conceptualize consumer perceptions of the ethics of retailers (CPER) as a multidimensional construct and propose that its effects on consumer purchase behavior and word-of-mouth communication are more salient when consumers have strong rather than weak ethical beliefs. The model was validated using a random sample of 399 respondents in a collectivist society. The results of structural equation modeling confirmed that CPER is a second-order construct comprising product fairness, price fairness, non-deception, fair trade, and green products. CPER positively predicted consumer purchase behavior and word-of-mouth communication. Moreover, ethical beliefs moderated the positive relationship between CPER and the word-of-mouth communication of consumers with strong ethical beliefs but did not moderate the relationship between CPER and purchase behavior. The implications of the findings are discussed

Explore how Chinese consumers evaluate retail service quality and satisfaction

The present study explores how Chinese consumers evaluate retail service quality and satisfaction. A questionnaire including items from SERVQUAL and RSQS was developed and administrated to a random sample of 556 Chinese consumers based on a literature review of retail service quality. The results of confirmatory factor analyses showed that neither SERVQUAL nor RSQS was able to fit the collected data appropriately. Employing exploratory and confirmatory factor analyses, a four-factor higher-order retail service quality model, ReServQual, in which interaction and trustworthiness, store environment, understanding the consumers, and policy were key dimensions, was identified. The current study contributes to the literature on service business research by reexamining and extending the existing service quality models in the Chinese context. Global and regional retailers should realize that consumers’ perceptions are country specific

Effect of conflict‐outcomes: moderating role of psychosocial mentoring and emotional intelligence

Based on the perspective of emotions, this study examines the moderating role of psychosocial mentoring and emotional intelligence (EI) on the impact of task/relationship conflict on outcomes. We collect data of 206 employees from diverse industries in Hong Kong, a Special Administrative Region of China. Results show that psychosocial mentoring reduces the negative influence of task/relationship conflict to OCB, but this moderating effect is not significant for turnover intentions. EI has no moderating effect on the task/relationship conflict-OCB relationships. However, EI can reduce the negative influence of relationship conflict on employees’ turnover intentions. This EI moderating effect is not significant for the influence of task conflict on turnover intentions. Implications for mentoring and EI are discussed

Supervisor–Subordinate Guanxi and Employee Work Outcomes: The Mediating Role of Job Satisfaction

supervisor–subordinate guanxi, job satisfaction, participatory management, turnover intentions, organizational commitment, China,