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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08876040010327248. When citing the article, please cite: Walfried M. Lassar, Chris Manolis, Robert D. Winsor, (2000), “Service quality perspectives and satisfaction in private banking”, Journal of Services Marketing, Vol. 14 Iss: 3, pp. 244 - 271.

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.

The purpose of this paper is to explore the impact of fear of crime on consumer shopping intentions at a secondary business district in the USA.

Qualitative methodologies are used to first develop factors associated with fear of crime. These factors are then tested quantitatively with a sample of residents from a community bordering an established secondary shopping district. The model, which also includes behavior and subjective social norms as explanatory variables, is tested using multiple ordinary least square regression.

Only a single factor associated with fear of crime (which includes measures of vagrancies, lighting, and cleanliness) is found to be significantly related to shopping intentions. The findings do not differ between males and females. The remaining five factors associated with fear of crime are not significantly related to shopping intentions.

The paper is limited to a single location and measures shopping intentions but not actual shopping activity. Future research can build in these two areas.

Retailers located in older shopping districts are challenged to renew interest among shoppers. This paper suggests that by focusing on a few key environmental characteristics, retailers can reduce the fear of crime and improve consumers' shopping intentions.

Given the many older, secondary shopping districts, this paper is one of a few to link specific shopping district characteristics to fear of crime and shopping intentions.

The purpose of this paper is to identify and validate executive sponsor behaviors necessary for successful project implementation during project planning.

A survey of 145 executives and managers interested in project management was conducted. Data were analyzed using principal components analyses with varimax rotation for both behavioral‐ and outcome‐based items. Relationships between variables were analyzed via path analysis.

In total, five sponsor behavior factors were identified including: ensure planning, clarify outputs, stakeholder relationships, support project, and appoint project manager. Additionally, three outcome factors were found: firm's future, meeting agreements (e.g. budgets, scheduling expectations), and customer success. An estimated path model testing the effects of sponsor behaviors on project outcomes indicated six significant paths.

This paper empirically identifies behaviors sponsors may use during project planning and the impact such behaviors have on project success measures. The exploratory nature of this study suggests further research to confirm findings.

This paper provides executive sponsors with a focus during the planning stage when various stakeholders are determining many project details.

The paper adds to the limited body of research on the role of project sponsors. The investigation indicates that as sponsors spend more time performing the three behaviors of ensuring planning, managing stakeholder relations, and appointing the project manager; project success increases as measured by outcome factors.

The purpose of this study is to examine change requests in buyer-supplier relationships. Change requests arise when a channel partner wants an addition or alteration to the agreed-upon deliverable. Although these requests are intended to enhance consumer satisfaction and supply chain performance, they complicate development and production processes and may delay time to market. Responses to change requests may embody compliance or malice, yet research to date has not examined these requests in interfirm relationships. To this end, the authors examine supplier reactions (compliance and opportunism) to change requests made by the buying firm.

Survey data gathered from 118 third-party developers (i.e. suppliers) reporting on their relationship with the software buyer provide an initial test for the authors’ proposed model.

The results of a path analysis indicate that change requests are related positively to supplier compliance with those requests and supplier opportunism. Outcome-based control decreases supplier compliance when there are extensive change requests. Behavioral control, in contrast, increases supplier compliance particularly when the buyer provides support for the requested changes.

Future research should examine relational governance and ex ante control mechanisms as alternatives to outcome-based and behavioral control.

The authors’ results suggest that buyers requesting extensive changes should use behavioral control mechanisms and provide support to the supplier implementing the changes.

The authors provide a preliminary examination of suppliers’ reactions to change requests made by buying firms. The authors argue that these requests may limit the autonomy of the supplying firms, creating reactance effects. The authors investigate outcome-based control, behavioral control and buyer support as factors that influence supplier reactions to change requests.

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 purpose of this paper is to provide a methodology by which qualitative analyses serve as rich source materials for discovery of theoretically cogent interrelations between latent variables.

In an illustrative case, qualitative data are collected from US franchisee managers from a single branded franchise of automotive repair outlets. Qualitative analysis of franchisee experiences and attitudes is critical for construction of a causal model used to predict conflict intensity between franchisee managers and franchisors.

The model is based on franchisees' normative expectations for resource allocation within the franchise; and their perceptions of franchisor normative violations, which are determinative of grievances, distrust, and hostility. This theoretical orientation serves to generate a system of interrelated empirically testable propositions.

In principle, the primary limitation of using qualitative analysis for the construction of causal models is the fruitfulness of the theoretical orientation shared by the qualitative analyst and the causal modeler.

The methodological approach advanced in this paper advances qualitative research and causal modeling beyond the individual contributions. Qualitative analysis infuses variables and process imagery into causal modeling. In turn, causal modeling elaborates the qualitative analysis and makes explicit logical connections between variables.

This paper advances a methodology by which qualitative analysis and causal model construction may be usefully integrated. Theory‐based qualitative analysis may be formalized to map latent concepts and their interrelations. Further, operational measures of these concepts may be adduced from the analysis of textual data.

The purpose of this paper is to develop and begin to validate a scale to assess the shopping environment preferences of Hispanic consumers in the USA.

The sample consists of 160 Hispanic consumers attending a Hispanic festival in the southeast USA. A questionnaire contained items to measure shopping environment preferences and scales to measure materialism, hedonic shopping motivations, and perceived discrimination.

The findings suggest a second-order model where three factors (familiarity, price, and experience) load onto a single second-order construct of shopping environment preferences. The result is a scale consisting of three factors permitting the exploration of the retail environmental preferences of Hispanic consumers in the USA.

The study develops a scale that can be applied by US retailers to gain additional knowledge of their Hispanic consumers, thus enabling strategies to be developed that potentially enhance their engagement in retail environments.

Given the size of this segment and its increasing impact on the retail market, surprisingly, Hispanic consumers in the USA have received relatively little research attention.

This paper explores the relationships between consumer innovativeness, self‐efficacy on the internet, internet attitudes and online banking adoption, while controlling for personal characteristics.

The study integrates the technology acceptance model (TAM) and adoption of innovation framework to develop predictions of online banking acceptance. It distinguishes between innate consumer innovativeness, a generalized personality trait, and internet‐domain‐specific or actualized innovativeness in order to explore consumer characteristics' impact on adoption. Data are analyzed using logistic regression.

While results confirm the positive relationship between internet related innovativeness and online banking they also surprisingly show that general innovativeness is negatively related to online banking.

Results may or may not differ according to whether consumers are using online, telephone banking, electronic funds transfer (EFT) or direct bill payment. Our results may generalize to telephone banking and EFT as these products, like online banking, require an active consumer role in using the product. With direct bill payment, consumers need only set up the process initially and then monitor it on a semi‐regular basis.

Findings suggest that the type of consumer innovation matters in understanding the adoption of e‐banking processes. This supports the notion that online shoppers are distinct from traditional non‐online shoppers or highlight the unique nature of purchasing financial versus non‐financial products. Banks offering e‐banking need to recognize the importance of internet‐specific consumer innovation characteristics.

This paper closes a research gap as the model tested provides insights toward understanding the consumer‐based phenomenon of e‐banking, and serves to evaluate the TAM in this context. In contrast to previous research the study utilized an actual measure of e‐banking adoption versus a measure of intention to use the technology.