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To date, country-of-origin research has commonly explored structural relationships among country image (CI) constructs, together with attitudinal constructs, using a variety of halo, summary construct and flexible models, drawing on consumer samples. There has been no previous attempt to examine or synthesize these three models with respect to business-to-business (B2B) buying behavior. To fill this gap, this study reconceptualized these three models with B2B constructs using multi-cue settings and tested on B2B samples. This study aims to examine and estimate the relative impact of company- and country-specific images on B2B buyers’ evaluations of suppliers, and the direction of structural relationships with mediation among the constructs.

Data collection was administered through a web-based structured questionnaire. The final sample consisted of 276 purchasing managers. Structural equation modeling was used to test the study’s hypotheses.

Company image is significantly influenced by product country image (PCI) but not by overall CI. The existence of a significant relationship between PCI and perceived supplier performance in a multi-cue setting is an important new finding. In addition, company image significantly influences supplier performance and mediates the relationship between PCI and supplier performance. Among the three models that test structural relationships among CI and other constructs, the reconceptualized halo model fits the data best.

The study results revealed the contribution of company and country-related facets on B2B buyers’ perceptions of supplier performance while purchasing intermediate goods internationally. The significance of PCI on supplier performance emphasizes the strength of the industry sector within a country that may enable an industry to build a product-specific CI in international marketing.

This study advances the country-of-origin issue and debate concerning the strength of the country influence in the academic literature by addressing B2B buyers’ international purchasing behavior of intermediate goods. Additionally, the examination of multiple country facets, multi-cue settings and the CI influence structure in a single study, from a B2B perspective, offers a novel dimension to CI studies.

This paper aims to explore two fundamental aspects of branding in emerging markets. First, are there significant differences in product evaluation behaviour between regions within a large emerging market such as China? Second, how important is branding relative to other product cues in the product evaluation among consumers in emerging markets?

Data were collected from a sample of respondents in three Chinese cities (Hong Kong, Shanghai, and Chongqing). Respondents were asked to evaluate combinations of a hypothetical product (domestic air conditioning) varying in brands, prices and country of origin (COO). ANOVA, t‐tests and regression were conducted to test for significant differences in ratings brand, price and COO, perceived product quality and purchase intention.

The results show significant differences between the three regions in product evaluation processes and outcomes. In addition, the study identifies a general preference across regions for global brands over local brand competitors.

While the findings may be due to the particular Chinese locations and/or the product chosen, nevertheless, the differences identified in the product evaluation processes and outcomes point to the importance of considering the potential differences between regions in diverse emerging countries like China. In addition, the general preference for international brands suggests important implications for foreign and local manufacturers.

Managers will develop an improved awareness of the importance of brands in emerging markets and of the regional differences in diverse markets such as China.

By focussing on regional differences within diverse emerging markets (rather than treating such markets as homogeneous), this study extends understanding of the complexities facing international and domestic marketers.

This paper seeks to examine the concept of “consumer ethnocentrism” (CE) and its impact on product evaluation and preferences among Indonesian consumers.

The survey involved interviewing a representative sample of Indonesian consumers who had previously purchased the products in question, namely colour television and who had travelled by international airlines. A total of 547 usable questionnaires were completed in face‐to‐face interviews in Indonesia. Conjoint analysis was employed to study the relative importance and part‐worth estimates of country‐of‐origin (COO) effects across high and low CE groups.

Results of a sample survey of Indonesian consumers are discussed. They show, firstly, that the overall level of CE of Indonesian consumers, compared with published results for a range of countries, is notably high. Secondly, results of conjoint analysis showing the relationship between CE and consumer evaluations of “COO”, product quality perceptions, and purchase intentions, for both tangible goods and intangible services, are discussed.

The actual sample was heavily biased to upper socio‐economic groups because of its focus on international airlines as one of the subject products. This will inevitably distort the average Consumer ethnocentric tendency scale score, but was felt to be unavoidable.

In the past, research on country‐of‐origin effects has been carried out mostly in more developed countries considering products made in less developed countries (LDC's). In the present research, attention has been given to understand the effects of consumer CE on perceptions of product quality, price, perceived value, and product choice from the point of view of consumers from LDC's. In addition, the study of COO effects in relation to intangible services is noteworthy.

Customer loyalty is a focal concern for marketers who seek to identify its antecedents and causal structure with the aim of better understanding, predicting and managing loyalty. The purpose of this paper is to model both current behaviour (measured as share of wallet) and future intentions as measures of customer loyalty, to quantify the link between current and future behaviour.

A hybrid model, combining reflective and formative constructs, was developed, moving away from the traditional “reflective only” approach to explain customer loyalty. New predictors such as variety seeking, “resistance to change” and risk taking behaviour were tested to explain loyalty.

While “risk” is traditionally viewed as a key variable in financial services, this study finds that variety seeking and “resistance to change” predicted current behaviour and future behavioural intentions better than risk. Higher explanatory power and better model fit was found for a hybrid model combining formative and reflective constructs; in contrast to the more common fully reflective approach.

This study adds to the emerging debate on whether concepts such as loyalty should be treated as reflective and/or formative. The implications from this study suggest that future research can usefully model current behaviour as formative and future intentions as reflective. Future research should test the extent that these findings apply across products and services beyond banking.

This study establishes that variety seeking and “resistance to change” can usefully explain and predict loyalty. The examination of “formative” and “reflective” concepts in explaining loyalty is also novel.

The loyalty literature has investigated the association between customer satisfaction and customer loyalty and revealed mixed results. Some studies have indicated that the relationship is linear, whereas others have found it to be non‐linear. This study examines the nature of this association in retail banking, an issue that has not been tested empirically.

A survey study examined bank customers' attitudes, perceptions, and behavior. Bivariate and multivariate testing was applied to develop two loyalty models: one based only on variables typically known to a bank, such as demographics and recent consumer behavior, and the other based on additional survey data.

A non‐linear relationship between customer satisfaction and customer loyalty was found, and a model explaining 56.9 percent of the variation in customer loyalty was developed. Predictors of loyalty beyond the attitudinal dimensions traditionally tested for their association with loyalty were found to be associated with customers' intentions to remain with their bank. In particular, market conditions such as switching costs and benefits as well as recent consumer behavior were found to add explanatory power. Further, this study contrasted a full model explaining 56.9 percent of the variation in loyalty with a model based only on variables known to banks, which explained only 8.4 percent. Profiling customers based on survey data can thus provide additional explanatory power compared to data mining models

The models can be used by bankers to profile customers who are likely to remain loyal, allowing practitioners to implement proactive marketing action to reward such loyalty. Customers least likely to defect have high satisfaction levels, perceive switching as an unattractive option, and typically have a long‐established banking relationship.

This paper seeks to explore empirically the relationships between efficiency, financial performance and customer service quality among a representative cross‐section of Australian banks and credit unions and the correlations between these categories of measures. In particular, it seeks to explore the strength of the relationship between efficiency, financial performance and service quality. Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. In contrast, the absence of a consistently positive relationship between efficiency and financial performance suggests that financial institutions that pursue improved financial performance through the single‐minded pursuit of lower costs may be fundamentally misguided.

eLearning: snake oil or salvation? Changes in the world are forcing corporations to rethink how people adapt to their environment. How do people learn? Why? What's eLearning? Does it work? This paper addresses these questions and recounts the history and pitfalls of computer‐based training and first‐generation eLearning. It traces the roots of CBT Systems, SmartForce, Internet Time Group, and the University of Phoenix. It takes a person to five years of TechLearn, the premier eLearning conference, from dot‐com euphoria to today's real‐time realities. The subject‐matter here is corporate learning, in particular mastering technical and social skills, and product knowledge. The focus is on learning what is required to meet the promise made to the customer. While there are parallels to collegiate education, the author lacks the experience to draw them.

Performance management (PM) is now clearly a well-established practice in public sector organizations. However, increasingly scholars have been questioning its efficacy in improving organizational performance. Research has shown that the presumed benefits remain questionable and that there are many barriers, challenges and problems in implementing PM. The purpose of this paper is to report and discuss the findings of a multi-case study that examines in more depth how five Canadian public sector organizations are implementing PM.

A qualitative multi-case study approach was used in this study. Structured interviews were carried out in each public sector organization and the interview data were analyzed using NVivo8. Individual case profiles were also written. A cross-case analysis was carried out using data from these five cases.

The cross-case analysis of the data focussed on the major themes emerging from the data with respect to challenges and barriers, success factors, context and implications for practice for PM in public sector organizations. Three contextual factors are identified and discussed in explaining some of the findings. Conclusions are drawn for making PM more effective in achieving performance improvement in public sector organizations and future directions for research.

The research findings and implications for practice are based on five Canadian public sector organizations so may limit its generalizability to public sector organizations in other countries.

Some practical implications are discussed with respect to implementing PM more successfully in public sector organizations. This included the better integration of PM to corporate strategy, leadership in developing a positive PM culture and employee buy-in and commitment to the process.

This qualitative multi-case study of PM in Canadian public sector organizations has not previously been done. This approach allows for a more close-up look at PM in public sector organizations especially how it is implemented and the experiences of organizational members. The paper also presents new insights on context as an important variable in explaining the findings from the cross-case analysis and points to future new directions for research and in developing a contingency theory approach to PM.

This study empirically examines perceptions of environmental report believability based on a firm's relative performance and level of assurance obtained on environmental activities under the recently clarified and recodified attestation standards in the United States.

The paper uses a 2 × 3 between-subjects experiment to identify differences in 153 non-expert environmental report users' perceptions of report believability based on positive or negative firm performance and (level of) assurance provided by an accounting firm.

Results show a main effect in that negative performance reports are perceived to be more believable than positive performance reports, as driven by negative performance reports being significantly more believable when no assurance is present. The firm performance effect is eliminated once limited or reasonable assurance is provided. Further, positive performance reports with limited, but not reasonable, assurance are perceived to be more believable than reports without assurance. No differences are identified within the negative performance condition.

Limited assurance might be used as an impression management tool to enhance the believability of positive performance environmental reports. Users, practitioners, and standard-setters should also be aware that users might believe environmental reports are assured, even when no such assurance has been provided.

This paper examines the impact of assured environmental reporting on users that review firms' environmental reports outside of a shareholder/investor role. The study also demonstrates conditions in which firm performance and assurance impact perceptions of report believability.