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Deviant consumer behavior (DCB) has serious negative effects on organizations, employees and other customers. While research to date has largely focused on understanding why consumers engage in deviant behaviors, less focus has been placed on exploring how to deter them. This paper aims to shift the conversation from research exploring why consumers engage in deviant behaviors to understanding how DCB could be deterred.

In this conceptual paper, a research agenda of deterrence tactics is provided with associated propositions to guide future research in the field of DCB.

A deterrence–neutralization–behavior (DNB) framework is proposed to underpin the seven deterrence tactics outlined in this research agenda. The DNB framework illustrates the positive relationship between neutralization techniques and engagement in DCB, because the techniques reduce the level of cognitive dissonance associated with performing a deviant act beyond an individual’s deviance threshold. The framework adds a new proposed moderating role of deterrence tactics. Deterrence tactics are mechanisms that will reintroduce cognitive dissonance, previously reduced through a neutralization technique, by presenting the consumer with a competing piece of information that challenges their attitudes, beliefs or behavior. Therefore, the authors propose that certain deterrence tactics could diminish the positive effect of different neutralization techniques on DCB if the tactics challenge the justifications consumers are using to excuse their actions – subsequently reintroducing cognitive dissonance.

Practically, this paper is the next step in an effort to provide evidence-based solutions for managers seeking to reduce the negative impact that deviance has on the organization.

To date, research has focused on understanding why DCB occurs with limited attention on how it can be deterred. The value in this paper is in proposing a series of deterrence tactics that are theoretically matched to established antecedents and neutralization techniques associated with DCB. Overall, this paper provides a future research agenda with propositions to build knowledge on effective deterrence tactics for curbing instances of DCB.

Purpose – This chapter details the collaborative investigation of a neuroscientist and a literature scholar into whether reading literature increases empathy in health professionals, pre-health professionals and students outside of health care. It also reflects on the role of different epistemologies that inform researchers’ approaches, and muses on how ethnicity, sexual orientation and class inform research and teaching

Methodology/Approach – Students watched or read Margaret Edson’s play W;t and were asked if the medical drama increased their sense of appropriate empathy in medical encounters. The original research employed the Jefferson Scale of Physician Empathy, electromyography and galvanic skin response to measure physiological markers of empathy. These results were then compared to the self-reflection of participants to determine whether or not the physiological responses mirrored the self-report. The reflections on how emotion impacted the research were primarily narrative essay-based accompanied by feminist other literary theories.

Findings – All participants in the original study reported an increase in empathy after reading or viewing the play. This affect was even stronger when they viewed a live performance. The researchers determined that the role that their ethnicity, age, sexual orientation and class needed further study, perhaps with different pieces of literature.

Originality/Value – This chapter reflects the interdisciplinary and epistemological challenges of two researchers from very different backgrounds and training and investigates the relationship between reading, physiological empathy and perceptions of empathy. It considers the difficult and controversial challenges to quantifying emotions and the role emotions play in academic collaboration.

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

What impact do sports sponsorship announcements have on the share price returns of sponsoring firms? This research examines the impact of new, renewal and termination sponsorship announcements on returns, employing event study methodology to analyse 118 announcements made by 19 firms over more than 11 years. The mixed findings across all three announcement types indicate the lack of consideration given to sponsorship investment by investors. The findings suggest that, although firms may position their sponsorships so that they contribute towards a competitive advantage, announcements of sports sponsorships are not always taken into account by the market.

The aim is to gain an increased understanding of the factors motivating managers toward internationalizing their firms.

Attribution theory is employed in this study. Building upon the internationalization literature, an attribution model of internationalization is developed. A model of the influence of causal factors (i.e. uniqueness of offering, financial resources and competitive pricing) on a cognitive psychological consequence (i.e. expectations of success) and resulting behavioral consequence (i.e. international success) is examined in a sample of 152 managers of US‐based professional service firms through structural equation modeling.

The results, supporting the proposed model, suggest that attribution theory can provide a new lens through which greater insights into managerial mindsets driving the internationalization process can be gained.

This study provides new theoretical insights for international marketing academics as well as practical advice for those involved in the practice of international marketing.

Companies that are able to manage efficient relationships with their suppliers have a greater guarantee of success and profitability in their activity. Their products will achieve the desired standards of quality. The amount of time and economic resources that firms need to build relationships is substantial and hence involves greater risk and uncertainty. Furthermore, smaller firms have fewer resources than larger ones and, therefore, the management of supply relationships can be more complicated. Therefore, this paper, by analysing a specific case, tries to identify those factors that a small to medium‐sized enterprise (SME) assesses when choosing and deciding on building a supply relationship with a specific supplier.

Through a real and practical case, considering the customer's point‐of‐view, this paper aims to offer a new model. It links to one group of some previously tested variables that illustrates the temporary evolution of supply relationships with present observations where both temporal extremes, the moment in which the relationship is in a latent state and its termination, are considered.

Finds that prior to terminating a relationship the company carries out a re‐evaluation of the supplier. The decision whether to continue the relationship after renegotiating some of its aspects, or terminate it altogether, will be made after analysing the results of that new evaluation. But firms are more demanding in this than in the initial assessment.

Limitations could arise because we consider only one case study, although a set of relationships are analysed.

No previous researches analysing the dynamics of supply relationships have compared both initial assessment to possible reassessment processes.

This paper examines the evolution of debt and equity ties among keiretsu firms between the early 1990s and the later part of the decade. During this time frame, the stable shareholding relations characteristic of the Japanese inter-corporate network faced significant pressures from the opening of the Japanese equity market and globalization of financial markets. We investigate whether the traditional “stakeholder model” of the Japanese firm is threatened by North American “shareholder” models. Using multiple measures of keiretsu ties, our analysis suggests this is not the case. Overall, we provide evidence of strengthening ties, although in the case of equity, there has been an evolution away from institutional investors.

Rural schools have typically been strong on community but weak on professional learning. Their small size and geographical isolation have meant that much of the recent reform movement focused on professional learning communities has passed them by. But there is no reason why rural educators cannot participate in professional learning networks (PLNs) and benefit from heightened levels of collegiality that can be experienced across schools. However, intentional design for deeper collaborative work and face-to-face connection is necessary for PLN members to reap the benefits from increased professional capital and teacher leadership opportunities. This chapter describes the work of the Northwest Rural Innovation and Student Engagement (NW RISE) network in the United States. NW RISE brings together rural educators in gatherings that take place every six months, helps them to form “job-alike” groups focused on academic subject matter or cross-contextual themes, and provides support for shared curriculum design. This chapter describes how rural educators have seized upon the resources in NW RISE to promote student engagement and to develop their professional capacity across the network’s schools.

The purpose of this study is to develop and test a two-stage model of sales opportunity outcomes, and thus identify the factors that influence the likelihood of a salesperson pursuing and winning a sales deal.

Using a longitudinal design, the authors collect data on 330 sales opportunities at two different time periods from two distinct sources and conduct data analysis using hierarchical linear modeling.

In the first stage, the authors find that the salesperson’s decision to pursue the opportunity is influenced by the strategic value of the client’s business and the concreteness of the opportunity. In the second stage, the authors find that the likelihood of winning the opportunity is influenced by the extent of the salesperson’s specialization, closeness to the buying center, company’s competitive position and fit with the client’s value orientation.

The authors have examined discrete sales opportunities independent of ongoing business relationships; future research should explore transactions that are embedded within customer relationships.

The authors highlight the importance of evaluating sales opportunities at the beginning of the sales process and suggest some specific variables that relate to the selling context.

The authors analyze factors that influence the decision of the salesperson to pursue an opportunity or not, as well as factors that influence the likelihood of winning a deal or not.

The purpose of this paper is to attempt to better understand the relationship between organizational ethical climate, the internalization of ethical codes (INT), perceived control and business-to-business (B2B) and retail salesperson job performance. This research develops and tests a model that examines these relationships to better understand the relationship of these variables to salesperson job performance.

Using the theory of planned behavior (Ajzen, 2002) as the theoretical lens and survey data from 307 salespeople in the USA, this study examines the relationship between organizational ethical climate, salesperson perceived control and salesperson job performance. This study examines whether this relationship may change with the presence of intervening variables related to a strengthened organizational ethical climate, and examines the relationship between these variables in two different analyses. First, this study examines the differences among retail salespeople as compared to B2B salespeople. Then this study examines the total dataset of salespeople as one sample.

The findings show that the positive effect of organizational ethical climate on the job performance of salespeople was reduced significantly when salespersons’ INT and salesperson perceived controllability, were examined in this relationship.

Organizational controls, such as an ethical climate within a firm, can impact salesperson job performance, especially if the firm’s ethical climate causes the salesteam to feel that it lessens their perceived control. This study found that if the ethical climate reduces the salespeople’s feelings of self-efficacy, that the ethical climate changes can intervene and can significantly reduce the otherwise positive effect of the organizational ethical climate on salesperson job performance.

From a theoretical perspective, the research is distinctive in its endeavor to better understand the relationship between the role of salespersons’ ethical code internalization and their feelings of self-efficacy and perceived control. This paper then examines how these variables can be influential to the direct effect of organizational ethical control and can impact the job performance of salespeople. The findings contribute to research by advancing our knowledge of how we can enhance the responses of salespeople to an organization’s ethical control, leading to higher customer satisfaction and improved sales performance.