Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

Although the methodological literature is replete with advice regarding the development and validation of multi-item scales based on reflective measures, the issue of index construction using formative measures has received little attention. The authors seek to address this gap by (1) examining the nature of formative indicators, (2) discussing ways in which the quality of formative measures can be assessed, and (3) illustrating the proposed procedures with empirical data. The aim is to enhance researchers’ understanding of formative measures and assist them in their index construction efforts.

https://statmath.wu.ac.at/courses/r-se-mbr/dl/M1b_Diamantopoulos_2001.pdf

Index Construction with Formative Indicators: An Alternative to Scale Development

The author systematically examines one of the important issues of information — establishing the market price. He introduces the concept of «search» — where a buyer wanting to get a better price, is forced to question sellers. The article deals with various aspects of finding the necessary information.

Economics of Information

行銷硏究 : Marketing research

This article examines the economics of financing small business in private equity and debt markets. Firms are viewed through a financial growth cycle paradigm in which different capital structures are optimal at different points in the cycle. We show the sources of small business finance, and how capital structure varies with firm size and age. The interconnectedness of small firm finance is discussed along with the impact of the macroeconomic environment. We also analyze a number of research and policy issues, review the literature, and suggest topics for future research.

/pdf/the-economics-of-small-business-finance-the-roles-of-private-3udpq27n5a.pdf

The economics of small business finance: The roles of private equity and debt markets in the financial growth cycle

Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study

With channels of distribution changing rapidly and multi‐channeling becoming increasingly widespread, studies of consumers will need to focus not just on understanding product choice, but also on understanding the reasons for channel choice. Although the choice of individual channels and the adoption of new channels has been researched, there is little to suggest that we have a more general understanding of why consumers, although purchasing essentially similar products, use some channels rather than others. Using the example of financial services, where multi‐channeling has been the norm for some time, this paper reports on an exploratory study to identify those factors which influence channel choice. Based on the results of focus group discussions, the paper argues that channel choice in financial service can usefully be conceptualised as being determined by consumer, product channel and organisational characteristics, with product‐channel interactions and consumer‐channel interactions being particularly important.

Modelling consumer choice of distribution channels: an illustration from financial services

Examines the case of the consumer adoption of Internet financial services, which may be viewed as an innovation in service delivery. The qualitative study employed Rogers’ model of perceived innovation attributes is augmented by Bauer’s concept of perceived risk. The perceived innovation attributes were found to be important determinants of consumers’ adoption decisions. However, two additional dimensions were found to influence people’s adoption decisions, highlighting the complexity of the adoption decision for Internet financial services.

The adoption of Internet financial services: a qualitative study

Restricted access to finance (either debt or equity or both) is potentially a significant constraint on the growth of small businesses. Financing problems arise primarily as a consequence of information asymmetries; the adverse effects of these may in part be counteracted by the use of collateral as a signalling and bonding mechanism and/or by the development of a good working relationship between lender and borrower. If the form of information asymmetry differs for growth firms or if the effects of information asymmetries are less easily ameliorated then growing firms may be more adversely affected by credit constraints. If growth is contingent upon access to credit then the generalised implications for the economy may be significant and detrimental. Using evidence from a survery of over 6,000 firms conducted in 1992, this paper addresses the extent to which growth firms are adversely affected by a credit constraint; the results suggest that the credit constraint for growing firms per se is no greater but growth firms may still experience a credit constraint as a consequence of their relative youth. However, there is evidence to suggest that firms expecting to grow in the future do perceive a rather tighter credit constraint but this may be partly or wholly offset by a generally better relationship with their bank.

Growing firms and the credit constraint

Purpose – Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint‐handling experiences.Design/methodology/approach – Service scenario scripts were devised to depict a complaint‐handling encounter in relation to holiday check‐in arrangements. The scripts, which varied in terms of levels of interactional, procedural and distributive justice, were presented to a total of 384 respondents. Respondents were asked to imagine themselves as the person in the scenario and to indicate the extent to which different emotional adjectives described their reaction to the complaint‐handling encounter.Findings – Analyses of variance (ANOVA) revealed that perceived justice evaluations were predictive of the type of emotion (i.e. positive or negative) elicited.Research limitations/implications – Existing theoretical frameworks focus primarily on...

Christine Ennew

Papers

Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study

Modelling consumer choice of distribution channels: an illustration from financial services

The adoption of Internet financial services: a qualitative study

Growing firms and the credit constraint

The impact of perceived justice on consumers' emotional responses to service complaint experiences