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The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting.

This research addresses three unanswered questions regarding satisfaction and service quality: the distinction between customer satisfaction and perceived service quality; their causal ordering; and their relative impact on intentions. The data were collected using a large survey of buyers in a business setting.

The data were analyzed using structural equation modeling. The results show that service quality has a larger impact on intentions than does customer satisfaction. The results also show that the effects of individual transactions on intentions are mediated by corresponding cumulative constructs.

The primary implications for theory include demonstrating the distinction between satisfaction and service quality; specifying, based on theory and logic, the causal ordering between transaction constructs and cumulative constructs, and between service quality and satisfaction; and assessing their relative impact on behavioral intentions.

The results show that one negative transaction outcome may not be sufficient to cause the customer to switch if the cumulative levels are sufficiently positive. Thus, a negative outcome may be discounted by the user if it is seen as a unique occurrence. However, a series of successive negative transaction outcomes may cause the cumulative constructs to become less positive, resulting in lower intentions to repurchase from the same supplier.

The purpose of this paper is to propose a theoretical model for how consumers aggregate satisfaction with individual service encounters to form a summary evaluation of satisfaction, and further examines its effect on customers’ share of category spending (share of wallet (SOW)).

The data used consist of 10,983 completed surveys from 1,448 customers whose transaction-specific satisfaction with a retailer and their subsequent purchase behaviors in the category were tracked for more than four transactions. Mixed effects models were employed to test the relationship between the cumulative effect of satisfaction with multiple service encounters on SOW.

Cumulative satisfaction is a weighted average of satisfaction with specific encounters, with weights decaying geometrically so that more recent encounters receive more weight. More recent transaction-specific satisfaction levels tend to have greater influence on customers’ next purchase SOW allocations; this, however, is only the case for customers who are less than highly satisfied, with a rating of 8 or lower on a ten-point scale. Additionally, the impact of transaction-specific satisfaction on SOW is not linear. Highly positive transaction-specific satisfaction levels have a greater impact on SOW than negative levels.

Many companies monitor satisfaction across multiple service encounters. This study shows how one can aggregate these measures to arrive at a cumulative effect, and highlights the importance to discriminate between first, more and less recent encounters and second, low vs high levels of satisfaction to better understand customers’ spending among different providers.

Using a longitudinal data set with real customers, this paper identifies a new measure for taking into account the cumulative satisfaction, identifies the positivity bias, and shows how recency affects the relationship between satisfaction and SOW.

There are two major strategies for short video advertising which are KOL (key opinion leader) endorsement and in-feed advertising. The authors aim to research the effectiveness of these two strategies for heterogeneous sellers.

The study employed a data set of users from Douyin. Using an endogenous treatment model, the study empirically examines the two strategies' effectiveness in attracting product traffic for online retailors at a short video app Douyin (TikTok).

The results show that the performance of in-feed advertising is higher when the seller's product is of lower price and when the seller has smaller cumulative video exposure. In addition, KOL endorsement is effective regardless of the product price, but performs better when the seller has larger cumulative video exposure.

To the best of the authors’ knowledge, this study is one of the first to explore the interaction effects of two major advertising strategies, KOL endorsement and in-feed advertising on short video platforms. The findings provide important theoretical contributions and practical implications.

Before distribution managers can effectively manage customer service, they must be able to determine how sales respond to various levels of service. The potential for customer service to contribute to a company's sales is generally acknowledged and has received considerable attention in the literature over the past several years. Much of the work, however, has been of a theoretical nature. Empirical studies have been confined largely to analyses of data collected by surveys which measure respondents' opinions regarding varying levels of logistics service. Hence, conclusions are based on sales expectations or purchase intentions of sellers and buyers, respectively. It is not suggested that respondents would misrepresent their concern for service levels, but little work has been done to confirm the proposed sales‐service relationships through analysis of historical data. If expectations and/or intentions indeed become actions, the impact should be observable in sales patterns over time.

This chapter investigates the impact of the COVID-19 pandemic on economic stimulus policies. Based on data from 156 economies, empirical results show that in the medium term, cumulative effect of COVID-19 pandemic is positively correlated with the economic stimulus policies but not in the short term. Heterogeneity tests show that while economic policies are used in developed economies more often, restrictive measures in developing countries are likely used as a substitution; deaths have a positive impact on economic stimulus policies but confirmed cases not. The results suggest that the pandemic may reinforce economic inequality due to potential stimulus policy capabilities, requiring international coordination and assistance to low-and-middle income countries in various aspects.

The purpose of this study is to meta-analytically compare the effect of differentiation strategy formulation on financial and non-financial performance to explore the agency problem.

This study was conducted using a meta-analysis approach and CMA2 software. Hypotheses has been tested using cumulative effect sizes. Then, the cumulative effect sizes if some subsamples are also tested for robustness check by manipulation of circumstances.

Based on the findings, differentiation affects performance dimensions. However, spite of shareholders’ wealth maximization, differentiation has a smaller effect on financial performance (as the proxy of shareholders’ wealth) compared with operational performance. Meanwhile, the robustness test showed that the results in all subcategories has also confirmed, and this supports the results.

The results catch attentions of shareholders to review the elements of management evaluation in the corporate governance system in a way that they focus more on stakeholders’ interests in developing differentiation strategy. Limitations of this study is firstly based on limitations of meta-analysis approach, which provide general results of relevant studies so that the local conditions of each firm should be considered in deploying implications.

Exploring the overall schema of firms (from past to present and in different research conditions) regarding the impact of differentiation strategy on performance has been the originality of this research because of potentials of meta-analysis against past field studies. This originality led to the discovery of the general confusion of firms in the development of differentiation strategy so that it emphasizes operational performance more than financial performance.

This study contributes to the understanding of the health effects of pesticides exposure and of how pesticides have been and should be regulated.

This study presents literature reviews for the period 2000–2013 on (i) the health effects of pesticides and on (ii) preference valuation of health risks related to pesticides, as well as a discussion of the role of benefit-cost analysis applied to pesticide regulatory measures.

This study indicates that the health literature has focused on individuals with direct exposure to pesticides, i.e. farmers, while the literature on preference valuation has focused on those with indirect exposure, i.e. consumers. The discussion highlights the need to clarify the rationale for regulating pesticides, the role of risk perceptions in benefit-cost analysis, and the importance of inter-disciplinary research in this area.

This study relates findings of different disciplines (health, economics, public policy) regarding pesticides, and identifies gaps for future research.

This study examined changes in work precarity (i.e., job insecurity and income insecurity) and involuntary job loss following the start of the Great Recession in 2007 among people with and without disabilities. Using five waves of nationally representative data from the Americans' Changing Lives (ACL) panel study, the findings demonstrated that people with disabilities who had early experiences of income insecurity were more likely to experience later income insecurity than people without disabilities. Those who had a functional disability and experienced job insecurity and income insecurity at W1, in 1986, were also significantly more likely to experience involuntary job loss following the start of the Great Recession. These findings highlight the disproportionate impact of early work precarity for people with disabilities and are discussed as an application of the life-course concept of cumulative disadvantage.

Change orders (COs) adversely affect the cost and schedule of projects, specifically during the construction phase. COs of 95 new public school building projects contracted by the Clark County School District (CCSD) of Nevada were analyzed to quantify the cost and schedule growth as well as to determine the effect of COs on cost and schedule growth. The paper aims to discuss these issues.

The data were collected from CCSD through questionnaire survey. Descriptive statistics and statistical tests were conducted to determine the effect of COs on cost and schedule growth.

It was found that the average amount of COs as well as cost and schedule overruns were 5.9, 3.0 and 7.4 percent, respectively. Statistical tests showed that the amount of COs had an adverse effect on schedule growth; schedule overruns in projects with less than 4 percent COs were significantly lower than projects with more than 4 percent COs. Cost overruns did not significantly differ in those two types of projects. The primary contribution of this study is that it provides the tools and the framework for school district engineers to determine the probability of the occurrence of COs as well as the optimum percentage of COs for a minimum effect on cost and schedule growth of new public school buildings. Probability curves were also developed to determine the likelihood of the occurrence of COs, cost growth and schedule growth in these projects. These findings could be used by school districts to avoid or reduce COs in future projects, minimizing the effect on cost and schedule growth during the construction phase.

The findings and the probabilities curves developed in this study should be used carefully in other cases. These data were specific to the owner, location and types of buildings and generalizing these findings may have negative consequences.

The practical implications are that this study could provide a tool to school building administrators to determine the probability of having COs as well as cost and schedule overruns and the effects of COs on cost and schedule overruns. To the authors’ best knowledge, no other studies of this type have been conducted previously.

The social implication of this study is it will help to efficiently use the tax payers’ money while building new school buildings.

This study has collected the hard data of COs, cost and schedule data of CCSD new school building projects. Therefore, the data are from the projects completed by CCSD. So, the paper is written from the original data received from CCSD.

The purpose of this paper is to identify the operational capabilities in an emerging country, and to analyze the trade-off effect between the quality capability and the cost capability.

The empirical data were drawn from 160 firms in Brazil. Scales were validated using the Q-sort method and confirmatory factor analysis. Different techniques were adopted to reduce common method variance. Data were analyzed using multiple line regression.

The results showed that quality has a positive relationship with delivery, flexibility, innovation and sustainability capabilities. However, it was not possible to observe a positive relationship between quality and cost that confirmed the presence of a trade-off between these two capabilities.

An important practical contribution of this study is that it brings a new perspective to the relationship between quality and cost. Although quality is an important capability for the firm, emerging country managers need to understand that its implementation will take time and money; quality does not indicate an immediate reduction in cost.

This study helps expand research into operational capabilities in lesser-developed countries, such as Brazil. Most of the research on operational capabilities is conducted in industrialized countries. The paper also discusses the trade-off between the quality capability and cost capability. The results show that quality does not always lead to a reduction in cost.