Anthony T. Allred

A Multidimensional Scale for Measuring Country Image

ABSTRACT The purpose of this paper is to develop a robust scale for country image. Based on a review of marketing and nonmarketing literature, we identified seven dimensions for country image and generated items to measure each of them. We purified the scales by eliminating weak items in Study 1, and in Study 2 we evaluated the dimensional structure using a number of tests of validity. The resulting multidimensional scale operationalizes country image as a second-order factor with seven dimensions. These dimensions are economic conditions, conflict, political structure, vocational training, work culture, environment, and labor.

Service quality at banks and credit unions: what do their customers say?

Bank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate significantly higher than banks on 11 of the 14 service quality questions: access; courtesy; communication; credibility; security; empathy; tangibles; basic service; fairness; fixing mistakes; and guarantees. The findings also indicate that neither banks nor credit unions do a good job of surveying customer needs or retaining customers. Other results indicate that 50 percent of total respondents surveyed reported that they had stopped using a financial service provider because of poor service performance. The vast majority of that group reported that their decision was made because a bank failed to provide adequate service.

Employee evaluations of service quality at banks and credit unions

Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with service quality than bank customers. Current studies also suggest service quality and employee satisfaction are linked to customer satisfaction. Surveys were administered to bank and credit union employees about service quality they receive from their managers. The results did not support the study’s hypothesis that credit union managers would receive higher scores than bank managers. However, the results and implications are important for researchers and practitioners interested in improving service quality at banks and credit unions.

Cost containment and customer retention practices at the top 100 commercial banks, savings institutions and credit unions

Chief executive officers (CEOs) at America’s top 100 commercial banks, savings institutions and credit unions were surveyed to determine the importance of cost containment and customer retention practices. The study explores differences that exist among the three types of financial institutions. The results of the survey indicate that commercial bank CEOs rate themselves higher than others in almost all areas of cost containment and customer service. Commercial bank and credit union CEOs gave highest priority to customer retention items. Principles for improving service quality and customer retention are discussed in detail.

Giving and getting gift cards

Purpose – The reported study was designed to provide insight into gift cards as gifts and their place among gifts of cash and goods. It also was designed to identify promising avenues for further research.Design/methodology/approach – Data were collected using a structured questionnaire administered to a convenience sample of 317 respondents of both sexes who varied greatly in age.Findings – Effective liquidity served largely as the basis for categorizing gift cards. The greater a cards effective liquidity, the more its economic impact on the recipient resembles that of cash. The results indicated the following: face value affects recipient preference for effective liquidity; the giver‐getter relationship affects recipient preference for effective liquidity; the gift cards givers give tend to have less effective liquidity than those they prefer to get; some gift cards are more appropriate gifts than others and some, but not all, gift cards are more appropriate gifts than cash; and people feel less guilt ...

Creating customer service worth advertising at Browning Arms

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the firearms industry to a major crossroad. If the industry survives, service quality will likely be the core‐competency that drives future sales and market share. The study examines a Browning task force committee whose charge was to define and implement the “best there is” in customer service. Major barriers to service quality are identified. Principles for improving service quality and customer retention are discussed in detail.

Pricing risky services: preference and quality considerations

Purpose – This study intends to examine effects of price ending and level on preference for a provider of a risky service, LASIK eye surgery, which poses notable health and financial risk. Additionally, the study aims to explore quality concerns thought to intervene between price cues and preference.Design/methodology/approach – Price was manipulated by showing each of three groups an advertisement offering LASIK surgery at one of three prices: US

Exploring Impact Philanthropy, Altruistic, Hedonic, and Egoistic Motivations to Support Animal Causes

299, US

Can a Marketing Product Classification System Predict Dot.Com Retail Success and Failure

300 or US

Disgust images and nonprofit children’s causes

600. Subjects were asked how likely they were to choose the featured provider if they were to have LASIK surgery; replies were interpreted as indicating the degree to which the featured provider was preferred to all other potential providers. To facilitate exploring the possibility that pricing affects preference via perceived quality, subjects were asked 16 questions about service quality.Findings – LASIK provider preference ratings were significantly lower at US