Chris Manolis

Service quality perspectives and satisfaction in private banking

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.

The invisible addiction: Cell-phone activities and addiction among male and female college students

Background and aims: The primary objective of the present study was to investigate which cell-phone activities are associated with cell-phone addiction. No research to date has studied the full-range of cell-phone activities, and their relationship to cell-phone addiction, across male and female cell-phone users. Methods: College undergraduates (N = 164) participated in an online survey. Participants completed the questionnaire as part of their class requirements. The questionnaire took 10 and 15 minutes to complete and contained a measure of cell-phone addiction and questions that asked how much time participants spent daily on 24 cell-phone activities. Results: Findings revealed cell-phone activities that are associated significantly with cell-phone addiction (e.g., Instagram, Pinterest), as well as activities that one might logically assume would be associated with this form of addiction but are not (e.g., Internet use and Gaming). Cell-phone activities that drive cell-phone addiction (CPA) were found to vary considerably across male and female cell-phone users. Although a strong social component drove CPA for both males and females, the specific activities associated with CPA differed markedly. Conclusions: CPA amongst the total sample is largely driven by a desire to connect socially. The activities found to be associated with CPA, however, differed across the sexes. As the functionality of cell-phones continues to expand, addiction to this seemingly indispensable piece of technology becomes an increasingly realistic possibility. Future research must identify the activities that push cell-phone use beyond its “;tipping point” where it crosses the line from a helpful tool to one that undermines our personal well-being and that of others.

The effects of control, trust, and justice on salesperson turnover

Abstract Turnover represents a significant cost in many organizations, and previous studies indicate that perceptions of justice can reduce turnover intentions among salespeople. In this study, we examine process control and decision control as both direct and indirect predictors of justice and, subsequently, as predictors of turnover. In addition, trust is modeled as a mediating variable. We test our control-based model of turnover with a sample of 240 business-to-business salespeople. Results from the study indicate that, in the context of managerial processes and decision making, as salesperson control increases so does trust in sales managers and, subsequently, perceptions of distributive and procedural justice. Our findings highlight the effects of justice on sales force turnover and suggest that as perceptions of justice increase, firms will benefit from lower levels of salesperson turnover. Sales managers can reduce sales force turnover by giving salespeople greater input into decisions and processes.

Family Structure, Materialism, and Compulsive Buying: A Reinquiry and Extension

The present study represents a reinquiry and extension of Rindfleisch, Burroughs, and Dentons (1997) foundational study concerning the impact of family structure on materialism and compulsive buying in young adults. In addition to reexamining the relationships specified in the Rindfleisch et al. study, the authors of this study also examine additional and/or different relationships. The findings of their reinquiry include the following: (1) family structure is positively related to the happiness dimension of materialism; (2) the predicted direct effect of family structure on compulsive buying was not supported, suggesting that divorce may not affect compulsive buying until early adulthood; and (3) the mediating roles of family stressors and family resources, and the moderating role of socioeconomic status may require additional investigation. Directions for future research in this nascent area of inquiry are offered.

Baby boomers and busters: an exploratory investigation of attitudes toward marketing, advertising and consumerism

The purpose of the current study was to compare and contrast various marketing‐ and consumer‐related attitudes and behavior across the baby boomer (those born between 1946‐1964) and baby buster (those born between 1965‐1976) generations. Study results suggest that baby busters, compared with baby boomers, are more favorably predisposed toward marketing and advertising. It was also found that the two generations differ in their understanding of the domain of marketing. These findings have important implications for marketing practitioners and academics alike. Possibly the most significant finding of the present study was the generally elevated levels of compulsive buying found across both generations. Using Faber and O’Guinn’s compulsive buying clinical screener, we found that 7 percent of baby boomers and 11 percent of baby busters were classified as compulsive buyers. These are considerably higher than earlier estimates of the incidence of compulsive buying and warrant further investigation.

Adolescent Autonomy and the Impact of Family Structure on Materialism and Compulsive Buying

Although divorce is a common and highly stressful event, marketing scholars know little about the impact of family structure on materialism and compulsive buying. Extending the earlier work of Roberts, Manolis, and Tanner (2003), which utilized a sample of adolescents between ages 11 and 15, this study finds that the impact of family structure on materialism expands beyond the happiness dimension of materialism to include the centrality and success dimensions of materialism in older adolescents (16 to 19). Moreover, family structure is also found to directly affect compulsive buying. It appears that the increasing autonomy that accompanies adolescent development affects the consumer outcomes of divorce. Marketings contribution toward a better understanding of the consumer outcomes of family disruptions can be enhanced by further refinement of the original Rindfleisch, Burroughs, and Denton (1997) model. Future research that incorporates coping resources and strategies into the model will likely prove illuminating.

Interpersonal influence and adolescent materialism and compulsive buying

Many of our consumer values and much of our marketplace behavior can be traced to the impact of others. Adolescence is a time when susceptibility to interpersonal influence is particularly high. Consumer values and behaviors, both positive and negative, developed during adolescence may last well into adulthood. Assuming parents and peers play somewhat unique roles in regard to shaping these consumer values and behavior, the present study investigates adolescent susceptibility to parental and peer influence, and how this susceptibility impacts materialistic values and compulsive buying. Findings of the present study include: (1) parents play an important and informative role in shaping adolescent materialism and compulsive buying, (2) peers assume a significant normative function in affecting levels of materialism and compulsive buying, and (3) compared with parental informative influence, peer normative influence has a relatively stronger effect on both materialism and compulsive buying. Support was also found for an alternative explanation suggesting that levels of materialism and compulsive buying influence levels of peer influence and, to a lesser degree, levels of parental influence. Given the importance of the impact of others on consumer values and behavior, research in this area is critically important.

An Empirical Investigation of the Sponsor's Role in Project Initiation

Although most organizational projects have many interested parties or stakeholders, the executive with the fiscal authority, political clout, and personal commitment to see a project through is the project sponsor. Certainly, there are project sponsor tasks associated with the successful completion of a project. Yet, very little research exists that attempts to identify and validate a set of executive sponsor behaviors necessary for successful project implementation. Using a previously established database of project risk avoidance and mitigation strategies that was supplemented by an updated literature search, we examine and classify behaviors associated with the role of a project sponsor. The scope of this exploratory research includes: (1) identifying project sponsor-related behaviors; (2) validating and prioritizing the sponsor behaviors utilizing an established procedure; (3) empirically validating the behaviors; and (4) empirically testing the association of the project sponsor behaviors with various dimensions of project success (project outcomes).

Differentiating goods and services retailing using form and possession utilities

Abstract This paper presents an overview and critique of the traditional distinction between retail goods and services. Of particular concern is the use of the “intangibility” criterion as a basis for categorizing and conceptualizing retail and service businesses. The “goods–services continuum” provides little clarification as to the issues of retail classification or strategy development. In place of this continuum, the paper presents a schema based upon the utilities provided to consumers by retail businesses. This retail utility schema functions as a guide for theory and strategy formulation in retail and service businesses.

Project Success and Executive Sponsor Behaviors: Empirical Life Cycle Stage Investigations

The role of the executive sponsor in achieving project success is important, yet rarely addressed. Recent research identifies behaviors that constitute the role of the executive project sponsor and evaluates how such behavior affects project success during different project stages. This study answers two research questions: (1) Does the relative importance of executive sponsor behavior vary significantly at different project stages? And (2) Does the relative importance of project success dimensions vary significantly within and across the different stages of completion? Results provide knowledge that will help executive sponsors decide how to invest their limited time and resources.