James H. Barnes

The Effects of Culture on Ethical Decision-Making: An Application of Hofstede’s Typology

This paper addresses a significant gap in the conceptualization of business ethics within different cultural influences. Though theoretical models of business ethics have recognized the importance of culture in ethical decision-making, few have examinedhow this influences ethical decision-making. Therefore, this paper develops propositions concerning the influence of various cultural dimensions on ethical decision-making using Hofstedes typology.

The effects of customer service on consumer complaining behavior

Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique aspect of this study is that it specifically recognizes positive word‐of‐mouth as a possible post‐complaint response. The results indicate that the major factor that determines why some dissatisfied consumers seek redress and give the seller a chance to remedy the problem, while others exit and engage in negative word‐of‐mouth behavior, is the perceived likelihood of success. Results also show that, once a dissatisfied customer seeks redress, that person expects to receive a fair settlement but, more importantly, to be treated with courtesy and respect. Based on these results, discusses the pervasive effects of customer service on consumer complaining behavior, and offers managerial recommendations.

Comparative versus noncomparative advertising: A meta-analysis.

Previous research and reviews on comparative advertising report mixed results. The authors report the results from a meta-analysis that examines the efficacy of comparative advertising. The analysi...

Artificial neural networks: A new methodology for industrial market segmentation

Abstract Neural networks are a type of artificial intelligence computing that have generated considerable interest across many disciplines during the past few years. The authors explore the potential of artificial neural networks in assisting industrial marketers faced with a segmentation problem by comparing their classification ability with discriminant analysis and logistic regression. The neural networks achieve higher hit ratios on holdout samples than the other methodologies. A marketer in a business-to-business situation may be able to segment a market more accurately, thereby improving efficiency for sales forces and other promotional activities, by using artificial neural networks.

Ethical correlates of role conflict and ambiguity in marketing: The mediating role of cognitive moral development

Researchers in marketing ethics have identified the importance of cognitive moral development (CMD) in marketing ethics models. This study looks at selected correlates of role conflict and role ambiguity in marketing, especially the mediating role of CMD. Of the correlates examined, the results seem to support the existence of statistically significant relationships between CMD and role conflict and ambiguity. Implications for practitioners are provided. For example, the study could have direct implications for management personnel who have the responsibility of hiring ethical people and helping them address any role conflict or ambiguity that may arise from their job.

The Influence of Norms on Ethical Judgments and Intentions: An Empirical Study of Marketing Professionals

Abstract This study examined the influence of marketers’ deontological norms on their ethical judgments and intentions. A conceptual model that consisted of marketers’ norms, teleological evaluations, ethical judgments, and intentions was presented. Hypotheses concerning the relationships among these variables were developed and tested. Data were collected from 249 marketing professionals. Results of path analysis showed that marketers’ ethical judgments and intentions were influenced jointly by their deontological norms and teleological evaluations. Additionally, the moderating effects of selected situational factors were examined. Results showed that organizational ethical environment and professional ethical environment were found to affect the decision-making process of marketers; however, these effects appear to be dependent on the type of ethical dilemma involved.

The Antecedents of Customer Loyalty An Empirical Investigation of the Role of Personal and Situational Aspects on Repurchase Decisions

Health care service encounters provide many opportunities to examine customer loyalty. In this study, customer loyalty is examined from the perspective of individual situation or “need context” and the customer’s perception of his or her personal encounters with the service provider.This study differs from much of the past research in that the authors hypothesize that perceived value would have a direct influence on repeat patronage, which undergirds customer loyalty. This study’s findings also support the role of value in mediating the relationship between antecedent processes and repeat patronage. Results reveal the influence of benefit, sacrifice, personal preference, and the perceived situation on value. Although this finding is consistent with several theoretical propositions, this study is the first to empirically examine these relationships concurrently. Managerial implications as well as strategies for developing customer loyalty are also discussed.

A model of financial securities salespersons’ job stress

According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.

Using conjoint analysis to evaluate health state preferences

Quality of life dimensions are important considerations when patients evaluate pharmaceutical products with respect to personal benefits. Traditionally, standard gamble, time trade-off, and rating scale techniques are used to obtain preference (utility) estimates for various quality of life dimensions. This study examines three objectives to determine the feasibility of using conjoint analysis to elicit patient preferences for a particular health state. For the first objective, patients with multiple myeloma were asked to select quality of life conditions for 18 hypothetical patients with cancer and to indicate which conditions were the easiest and hardest to live with. Second, patients were asked to rate several cancer-related and general symptoms using visual analog scales. Third, comparisons were made between the two techniques to determine similarity and validity. Results revealed that conjoint analysis is useful for health-related quality of life research, and that conjoint analysis results compare favorably with values obtained from visual analog scales.

Precision and accuracy of commercial laboratories' ability to classify positive and/or negative allergen-specific IgE results

BACKGROUND Accurate and reliable evaluation of the presence or absence of allergen-specific IgE is important in the differential diagnosis of allergic disease. A variety of different commercial tests are available for this purpose. There are few data available to judge how the results of these different tests compare with one another in everyday use. OBJECTIVE To examine prospectively the extent of comparability among specific IgE results from different laboratories. METHODS Six diagnostic laboratories employing five different methods to assay specific IgE were selected. Aliquots from 26 serum samples that contained variable levels of IgE specific to 17 common aeroallergens were sent in triplicate to each study laboratory during a 6-week time period. Results were reported numerically and by class scores and then compared by examining their concordance using Kendalls W nonparametric statistical test. In addition, cut-off values were compared by a best agreement analysis using reported results. Reproducibility was determined using precision profiles based upon the coefficient of variation among triplicates for each allergen across the range of reported results. RESULTS In all, 7,813 tests were analyzed. Concordance among different assays in commercial use with one exception was not good. This was particularly true around the cut-off region where most assays demonstrated high imprecision. The Pharmacia CAP System used by two different laboratories demonstrated highly comparable results with good precision. Some assays were reproducible but not accurate. Others were neither reproducible nor accurate. CONCLUSIONS The results of this study indicate that not all commercial laboratories/assays for specific IgE provide reproducible and accurate data. Significant potential for misdiagnosis was detected for some reported results. Methods were identified that do give sensitive, accurate, and reproducible results.