Richard A. Feinberg

Credit Cards as Spending Facilitating Stimuli: A Conditioning Interpretation

Four experiments and one study were conducted to test the hypothesis that stimuli associated with spending can elicit spending responses. In all experiments, credit card stimuli were either present or absent in situations in which subjects were given an opportunity to spend. Credit card stimuli directed spending such that the probability, speed, or magnitude of spending was enhanced in the presence of credit card cues. A conditioning explanation was used to interpret the results.

E-tailers versus Retailers: Which Factors Determine Consumer Preferences

The growth of Internet technology and electronic commerce has not been matched by theoretically-guided social science research. Clear and well designed consumer research is needed to describe, explain, and predict what will happen to this changing landscape. The primary purpose of this study is to investigate the structure for consumer preferences to make product purchases through three available retail formats - store, catalog, and the Internet. Conjoint analysis was used to assess the structure of the decision and the importance of the attributes in the decision-making process. The results from this study noticeably show that the structure of the consumer decision-making process was found to be primarily one of choosing the retail format (store, catalog, or Internet) and price of product (set at low, medium or high) desired. The strength of the retail store format suggests that fears that the Internet will take over the retail arena seem, at least at this point in time, overblown and exaggerated. However, there seems to be an identifiable segment of customers that has a preference for the Internet as a retail shopping alternative.The growth of internet technology and electronic commerce has not been matched by theoretically guided social science research. Clear and well-designed consumer research is needed to describe, explain, and predict what will happen to this changing landscape. The primary purpose of this study is to investigate the structure for consumer preferences to make product purchases through three available retail formats—store, catalog, and the internet. Conjoint analysis was used to assess the structure of the decision and the importance of the attributes in the decision-making process. The results from this study noticeably show that the structure of the consumer decision-making process was found to be primarily one of choosing the retail format (store, catalog, or internet) and price of product (set at low, medium, or high) desired. The strength of the retail store format suggests that fears that the internet will take over the retail arena seem, at least at this point in time, overblown and exaggerated. However, there seems to be an identifiable segment of customers that has a preference for the internet as a retail shopping alternative.

E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites

Business is moving online, not as a matter of choice, but as a matter of necessity. The use of the Internet as a channel for commerce and information presents an opportunity for business to use the Internet as a tool for customer relationship management (CRM)/(e‐CRM). Despite widespread agreement that CRM/e‐CRM has direct and/or indirect impact on customer satisfaction, sales, profit, and loyalty, the significance of e‐CRM and the various e‐CRM features in influencing customer satisfaction has not been well researched. This study attempted to uncover relationships between e‐CRM and customer satisfaction by determining the presence of e‐CRM features on retail Web sites for which we have customer satisfaction data, and determining if the amount of e‐CRM is related to customer satisfaction or which, if any, of the various features of e‐CRM are related to customer satisfaction. It was found that retailers differ in the presence of the 42 different e‐CRM features; that there is a positive relationship between the amount of e‐CRM on a Web site and customer satisfaction with the Web site; and that not all e‐CRM attributes are equal – some are related to satisfaction and some are not. There was no relationship between the level of e‐CRM on a retail Web site and sales and profit.

Shopping Motives for Mail Catalog Shopping

Abstract This study examines the role of functional and nonfunctional motives in influencing preferences for catalog shopping by using a mail survey conducted on a national sample of U.S. catalog shoppers. Results provide evidence supporting the influence of nonfunctional as well as functional motives on catalog patronage and indicate the importance of examining a wide variety of motives in retail patronage studies. Functional motives including perceived value, order services, and convenience were the strongest motives influencing catalog shopping for two different product classes. Several motives identified as important for catalog patronage by previous research were not as strong as these motives. In addition, two nonfunctional motives related to company responsiveness and reputation were comparable in strength to several functional motives.

Operational determinants of caller satisfaction in the call center

There has been, and will be, a spectacular growth in the number of call centers on both sides of the Atlantic. So far, however, empirical evidence is lacking as to the operational determinants of caller satisfaction in call centers, despite the multitude of call performance metrics registered in many call centers. Undertakes an empirical assessment of the relationship between caller satisfaction and a number of critical variables. The results are astonishing. Of all the critical operational determinants only “percentage of calls closed on first contact” and “average abandonment” have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction.

The state of electronic customer relationship management in retailing

This paper analyzes the availability of electronic customer relationship management (E‐CRM) features on retail Web sites and their relationship to consumer satisfaction and site traffic. The top 100 specialty store, standard retail store, and Internet retailer Web sites were analyzed for the presence of 41 E‐CRM features. The availability of these features was then assessed for their relationship with consumer traffic to the site and customer satisfaction with the site. Internet retailers were significantly more likely to have E‐CRM attributes on their site. However only the chat feature, spare parts availability, gift certificate purchase, mailing address, search engine, links, and a company profile were associated with customer satisfaction. No E‐CRM feature was associated with customer traffic to a site. Standard retailers appear to be behind in implementing E‐CRM features in current operations. It is not clear that retailers understand what aspects of E‐CRM will be important in customer satisfaction.

There's something social happening at the mall

Part of the success of the retail mall was hypothesized to be the result of the socially stimulating environment that the indoor mall provides. To test this idea, three studies were completed. In the first, the composition of shoppers attracted to a downtown shopping area and a regional mall were compared. Results showed shopping at the mall was most likely to be either as singles or in larger groups suggesting that people go to the mall because the mall supports social interaction. In the second study, social behavior in a regional mall was observed. The pattern of social interaction observed in the mall setting was compared to a farmers market and a supermarket. Social behavior in the mall was found to be more similar to that of the social farmers market than the impersonal supermarket. In the third study, the image of the mall was found to be more social than a comparable downtown area and the image of a mall store was more social than the image of the same store located in a downtown business district. The overall findings suggest that the mall attracts consumers because it may be a magnet for social behavior and may reinforce consumer behavior by its sociability.

Relationships and individuals' bank switching behavior

We examine the role of relationships between individuals and their banks in determining bank switching behavior. Using data from a survey questionnaire from a random sample of bank customers in the United States, we find that the variables measuring the various dimensions of a relationship significantly lower an individuals propensity to switch banks. These include the duration of an individuals relationship with her bank, whether or not she has had problems with her bank in the past, and aspects of the quality of the service relationship. An innovation of the current paper lies in incorporating finance/economic aspects of relationship with the various dimensions of service quality relationship collectively as determinants of an individuals propensity to switch banks. The attributes capturing whether or not an individual feels that her bank is responsive, is empathetic and is reliable to her needs, are all significantly negatively correlated with her propensity to switch banks. Our results demonstrate just how relationships may help in limiting bank switching behavior and deliver a strong message to banks about the importance of relationships in retaining loyal customers. Our findings also underscore the interconnectedness of seemingly disparate disciplines to better understand the behavior and decision making of individuals and their banks.

Operational determinants of caller satisfaction in the banking/financial services call center

Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a source of service recovery, added value, market intelligence, and strategic advantage. Despite their ubiquity, there are no studies outlining the determinants of caller satisfaction in the banking call center. This study uses data available from the Purdue University Call Center Benchmark database to determine the critical relationships between call center metrics and caller satisfaction. None of the key factors found to be determinant of customer satisfaction in call centers in other industry groups was found to be significant in bank call centers. This raises questions about how call centers are managed and serves to highlight the very low customer satisfaction that customers have with their banking call center experience.

Patterning, partial reinforcement, and N-length effects at spaced trials as a function of reinstatement of retrieval cues

Abstract Four experiments are reported which demonstrate the importance of the reinstatement of retrieval cues in partial-reinforcement experiments using spaced trials. Reinstatement occurs when the goalbox and startbox are of the same brightness (gray). Nonreinstatement occurs when the goalbox and startbox are of different brightnesses (black-and-white striped vs gray). Under reinstatement conditions, both a partial-reinforcement effect (PRE) and N-length effects were observed whether small reward or large reward was used. Under nonreinstatement conditions, a PRE was observed when large reward was used but not when small reward was used; N-length effects were not observed either with large or small reward. Finally, using a 24-hr intertrial interval, single alternation patterning was found only with a group receiving large reward, a long nonreward confinement duration, and reinstatement. These results are not consistent with the notion that massed and spaced trials are governed by separate mechanisms, and support an explanation of both massed and spaced trials based on E. J. Capaldis sequential theory.