An empirical investigation

Research Summary: Prior crisis‐response literature outlines zones of conformity (i.e., response meets stakeholder expectations), underconformity (i.e., response falls short of expectations), and overconformity (i.e., response exceeds expectations). We utilize a mixed‐method approach to empirically test the impact of different response strategies on customers (Study 1: experiment) and investors (Study 2: event study). We not only find empirical support that a conforming strategy outperforms both nonconforming strategies concerning stakeholders' affective evaluations of reputation, but extend this proposition to stakeholders' cognitive evaluations of reputation and the financial implications for the firm. The most counterintuitive finding is that overconforming strategies result in lower firm reputation and stock returns relative to conforming strategies. Thus, exceeding stakeholder expectations during a crisis can have unintended negative consequences. Managerial Summary: How should firms react to product recalls? Previous research suggests that exceeding expectations of external stakeholders should have a neutral or even positive impact on firm reputation and financial performance, while falling short of expectations should have a negative impact. In this article, we test the impact of different product recall strategies. The most counterintuitive finding is that exceeding stakeholder expectations during a product crisis can have unintended negative consequences on both customers and investors

Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity

Firms struggle to respond to product recalls and manage post-recall customer satisfaction. In three studies, we examine the impact of firms’ remedy choice on satisfaction and provide evidence that firms’ post-recall remedy efforts are often not optimal. In Study 1 (field study), we estimate the longer-term effects of remedy on different satisfaction metrics and show that offering full remedy is much more important for low and high (vs. medium) brand equity firms, especially when failure severity is high. In Study 2 (experiment), we find further evidence that the positive impact of full remedy on satisfaction is moderated by brand equity in a u-shaped fashion. Finally, Study 3 (experiment) provides further evidence that the relationship between remedy and brand equity is contingent on failure severity. The findings contribute to the literature on firms’ management of negative relationship events and provide managers with the empirically grounded 5R guidelines to make better remedy decisions in response to product recalls

IBM SPSS Syntax : eine anwendungsorientierte Einführung

Das Buch ist eine integrierte Einführung in die Steuersprache von IBM SPSS Statistics. Neben den notwendigen Syntax-Grundlagen behandelt es die Themengebiete Datenaufbereitung, Datentransformation und -modifikation sowie die Makro- und Matrixsprache, die in der 3. Auflage grundlegend überarbeitet wurden. Die Neuauflage wurde den Entwicklungen von SPSS angepasst, sprachlich verbessert und um weitere Anwendungsbeispiele ergänzt, die anhand realer Daten u. a. des J. D. Power and Associates Customer Satisfaction Index veranschaulicht werden. Das Buch legt besonderen Wert auf die gute Nachvollziehbarkeit der Beispiele durch begleitende Übungen. Die verwendeten Datensätze sind als kostenfreies Zusatzmaterial erhältlich. Das Buch bietet eine prägnante und umfassende Anleitung zur effizienteren Arbeit mit IBM SPSS Statistics und ist sowohl als Einstiegsliteratur für Programmieranfänger, als auch als Nachschlagewerk für fortgeschrittene Anwender geeignet. Das Buch wurde auf Grundlage der Version 25.0 von IBM SPSS Statistics erstellt, kann aber auch für andere Versionen verwendet werden

IBM SPSS Syntax : eine anwendungsorientierte Einführung

Der souveräne Umgang mit der SPSS Syntax bietet einen unschätzbaren Vorteil für die tägliche Arbeit von Anwendern, die mit der Analyse von Daten zu tun haben. Das Buch ist eine integrierte Einführung in die Steuersprache von IBM SPSS Statistics für Studenten, Forscher und Praktiker. Es behandelt neben den notwendigen Grundlagen die Themengebiete Datenaufbereitung, Datentransformation und -modifikation. Weitere Themengebiete umfassen die Makro- und Matrixsprache, die in der 2. Auflage deutlich erweitert worden sind

measuring and managing across business logics

Purpose: Firms transforming from a product supplier into a solution provider need to develop entirely new organizational capabilities or re-configure existing ones. This paper aims to conceptualize solution business fitness (SBF) as a construct that captures comprehensively the capabilities necessary for a firm to operate successfully in solution business and investigates how the construct can be measured. Design/methodology/approach: Based on a conceptualization of solution-specific capabilities and SBF, the development of the SBF measurement model followed a three-step procedure: domain specification and conceptual development, qualitative pre-study and quantitative pre-study. The SBF measurement model and its relevance were studied in a large scale longitudinal study using survey data from firm representatives, as well as archival data about the turnover and profitability development of the respective solution providers. Findings: The study empirically validates solution-business-specific capabilities as antecedents of firm performance and shows how different business logics applied by firms give capabilities different importance and impact. Practical implications: Managerially, firms can use the developed measurement tool to assess their current SBF and define the desired target status. When improving the SBF, managers should pay special attention to the business logic of their firm, as the required capabilities are context-dependent. Originality/value: The study is the first to conceptualize and measure SBF and to empirically investigate the moderating role of business logic on the importance of the concept and its elements.peerReviewe

Measuring the Role of Uniqueness and Consistency to Develop Effective Advertising

Prior research on creativity and the effectiveness of executional factors in advertising has focused on the impact of uniqueness and consistency in comparison to prior and competitive advertising. Relatively little is known about the specific impact of these variables and their relationship to each other, and few existing measures of consistency and uniqueness extend beyond subjective rating scales. In this research, we develop new measures of advertising uniqueness and consistency. We use data from 10 years of Super Bowl advertisements along with panel data on word-of-mouth communication for the advertised brands (buzz) to demonstrate the validity of this methodology. Our findings suggest it is not the presence of any particular element but whether the element and what it is combined with are unique and consistent. Advertisements are likely to be more effective if they are unique from earlier ads for all brands but also consistent with ads for the same brand from prior periods