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11 – 20 of over 7000Cole C. Scanlon, Keaton Scanlon and Teague Scanlon
Microfinance, despite its mixed results in economic literature, continues to proliferate in many developing countries. This research project investigates the relationship between…
Abstract
Microfinance, despite its mixed results in economic literature, continues to proliferate in many developing countries. This research project investigates the relationship between collectivism and microfinance. It analyzes the question: how does a collectivist culture and its norms influence the ways in which borrowers spend loaned funds and interact with microfinance institutions (MFIs)? The authors generate a theoretical model for how norms of informal redistribution affect borrowing decisions and use a robust dataset of all of the loans facilitated by Kiva, a global MFI, to compare microloan borrowing in countries with different cultures of collectivism. A case study of Senegal, a culturally collectivist country, includes surveys and detailed interviews of individuals and MFIs. The authors find that the strong social networks associated with collectivism are well adapted to the structures of many MFIs. However, the authors also uncover that some of the collectivist social norms, such as norms of informal redistribution, can deter individuals from using microfinance.
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Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, “illegitimate” complaining, in the form of fraudulent returns by…
Abstract
Purpose
Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, “illegitimate” complaining, in the form of fraudulent returns by customers, is under‐researched. The aim of this study is to address this gap in extant knowledge through explicitly focusing on uncovering factors which permit consumers to exploit retailers' liberal return policies when fraudulently returning products that they know they have used or damaged.
Design/methodology/approach
In‐depth interviews were utilized as the main data collection method. Interviews were conducted amongst service employees and customers. A total of 87 interviews were conducted with front‐line employees and managers of 12 general retail outlets. Customer interviewing involved 96 interviews. Potential customer informants were randomly contacted with a request to participate in a study of customer service and returning goods.
Findings
Data analysis revealed ten main factors that appear to be related to customers' likelihood of successfully, fraudulently returning products.
Research limitations/implications
As with other similar studies of this nature, the findings and implications are limited by the research design and methods employed. However, these limitations also indicate potentially fruitful avenues of future research. Future studies could employ different methods and explore differing contexts to gauge the generalizability of findings.
Practical implications
The findings of the study have a range of implications for practitioners and policy makers. Insights are generated into the extent of fraudulent returning and the factors which facilitate successful fraudulent returns. As such, practitioners could use such insights to reduce the frequency of such episodes. Public policy implications centre on highlighting the issues which policy makers may wish to consider.
Originality/value
The current study is the first to explore how (rather than, why) consumers exploit firms' return policies and fraudulently defraud retailers. As such, a fundamental and stark contribution centres on the finding of widespread, recidivist fraudulent returning among those interviewed. Ten facilitators of fraudulent returning were identified, providing rich insights into how customers are able, successfully, to return used and damaged products.
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A paradigm shift in consumer confidence has taken place with the worst recession on record forcing people to evaluate their personal and household finances. This paper seeks to…
Abstract
Purpose
A paradigm shift in consumer confidence has taken place with the worst recession on record forcing people to evaluate their personal and household finances. This paper seeks to explore the extent to which consumer confidence has been tarnished, and how it has evolved post‐recession. It aims to take both retrospective and prospective views on what has changed in the British psyche since the credit crunch, looking at where new confidences have been found and where old confidences have been lost, and hypothesising about the extent to which consumer behaviour will remain constant or further change against a likely backdrop of continuing financial instability.
Design/methodology/approach
This paper is based on a variety of proprietary quantitative research surveys conducted by YouGov plc.
Findings
This paper provides new insights into consumer confidence, including, but not limited to: demonstrating the harsh realities of more people being in financial difficulty now than 18 months ago, and its impact on confidence; looking at which aspects of household expenditure and budgets have been hardest squeezed, and what that means for short‐ and medium‐term futures; analysing the extent to which the generally lower level of available credit makes consumers more or less reliant on borrowing as a way of life, and the associated impact on confidence and decision making/financial planning prioritisation; exploring the real fears and concerns people have about their future finances; and exploring consumer financial hopes and aspirations in a post‐recessionary climate.
Originality/value
Findings from bespoke research offer hitherto unpublished and statistically valid results on the extent to which consumers have coped with and embraced the aftermath of the recession, and, moreover, how that might manifest itself in terms of future consumer confidence in financial services.
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Tamira King and Charles Dennis
Research reveals alarming results on the prevalence of the dishonest consumer behaviour known as deshopping. Deshopping is the “deliberate return of goods for reasons other than…
Abstract
Research reveals alarming results on the prevalence of the dishonest consumer behaviour known as deshopping. Deshopping is the “deliberate return of goods for reasons other than actual faults in the product, in its pure form premeditated prior to and during the consumption experience”. In effect this means buying something with no intention of keeping it. The authors consider the implications of deshopping and retailers’ prevention of deshopping, exploring the research undertaken to date and the methodology for further research.
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Donna McGuinness and Karise Hutchinson
The purpose of this paper is to demonstrate how product knowledge is utilised by specialist independent grocery retailers (SIGRs) and how it can enhance competitive advantage for…
Abstract
Purpose
The purpose of this paper is to demonstrate how product knowledge is utilised by specialist independent grocery retailers (SIGRs) and how it can enhance competitive advantage for these firms.
Design/methodology/approach
A case study approach was deemed most appropriate to gain insight into an unexplored area of study. A total of 30 in‐depth interviews were conducted over a six‐month period supported by the collection of observation data and documentation. A purposive sampling method was adopted and the owner managers of the chosen retailers were interviewed as key informants for the study.
Findings
It was found that four main resources created the concept product strategy and ultimately explained the success of SIGRs. These relate to knowledge of how to provide a unique product; knowledge of identifying and sourcing from quality suppliers; knowledge of recipes, preparation and storage methods; and knowledge of how to merchandise products.
Practical implications
It is argued that if these specialist grocery firms can achieve sustained competitive advantage from building and exploiting product knowledge, so too can other independent retailers in the sector.
Originality/value
This paper provides empirical evidence and theoretical understanding of product knowledge as a competitive advantage for SIGRs, which is a neglected area of study in the retail literature.
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Credit cards are in the news again. In 1986 there was a rise of 14% in the amount of outstanding consumer credit, more than three times the rise in prices and double the rise in…
Abstract
Credit cards are in the news again. In 1986 there was a rise of 14% in the amount of outstanding consumer credit, more than three times the rise in prices and double the rise in earning. Credit advanced in March 1987 was at a record level of £3.2bn. And retailer credit cards are doing excellent business. This feature looks at the background to the credit card explosion and then examines, in detail, the latest recruit to the fold, the Co‐op VISA card. We also take a look at the Connect card story, and conclude with a summary of the RMDP survey on retailers' attitudes to EFTPoS.
This paper seeks to investigate relationships between apparel return behavior and fashion innovativeness, buying impulsiveness, and consideration of return policies of US…
Abstract
Purpose
This paper seeks to investigate relationships between apparel return behavior and fashion innovativeness, buying impulsiveness, and consideration of return policies of US consumers.
Design/methodology/approach
A convenience sample of 246 undergraduates studying in the USA completed a questionnaire that contained measures of apparel returns, fashion innovativeness, buying impulsiveness, and consideration of return policies. Pearson correlation and multiple linear regression analysis were used to analyze the data.
Findings
It was found that apparel return behavior of participants was positively related to buying impulsiveness and to consideration of return policies. These two variables were also significant predictors of frequency of apparel returns. Fashion innovativeness was not significantly related to participants' apparel return behavior. In addition, participants' consideration of return policies was not related to their innovative or impulsive purchase behaviors.
Practical implications
Findings are useful to retailers to better understand characteristics of frequent returners and to make informed decisions about developing optimal return policies that prohibit excessive product returns yet do not inhibit consumers' purchasing.
Originality/value
There is limited research on potential effects of adopting restrictive return policies. The study begins to examine whether leniency in return policy might potentially influence the behavior of innovative or impulsive consumers.
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The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare…
Abstract
Purpose
The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.
Design/methodology/approach
A cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.
Findings
Dimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.
Research limitations/implications
This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.
Practical implications
This study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.
Originality/value
The paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.
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Mexico’s 1994 peso devaluation and ensuing crisis surprised the markets and caught international markets and many policy makers off‐guard. Some of the contributing factors were…
Abstract
Mexico’s 1994 peso devaluation and ensuing crisis surprised the markets and caught international markets and many policy makers off‐guard. Some of the contributing factors were due to structural deficiencies and institutional rigidities, while others dealt with public policy issues. In addition, Mexico’s membership to the North American Free Trade Agreement (NAFTA), and ensuing rapid trade liberalization and deregulation of capital market and banking, were paramount to the peso crisis. Financial deregulation in Mexico, as in Korea and other crisis countries of Asia, took place before adequate, prudential regulation and supervision were in place. The result was excessive build‐up of bank credits driven by moral hazard. This paper deals with various factors leading to the peso crisis and presents the logical sequence of the unfolding of the events by analyzing the structural and institutional factors. Also, major developments in the post‐crisis period are discussed.
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Yongdan Liu, Matthew Tingchi Liu, Andrea Pérez, Wilco Chan, Jesús Collado and Ziying Mo
The clothing industry is one of the most polluting industries in the world, although manufacturers and retailers are trying to revert this tendency by applying ethical fashion…
Abstract
Purpose
The clothing industry is one of the most polluting industries in the world, although manufacturers and retailers are trying to revert this tendency by applying ethical fashion principles. Drawing on the knowledge–attitude–behavior (KAB) model or practice, this study aims to predict Chinese consumers' purchase intention of ethical fashion by employing and extending the theory of planned behavior (TPB).
Design/methodology/approach
The extended TPB model incorporates knowledge of ethical fashion and trust in the fashion industry and two critical variables in ethical fashion literature to explain the purchase intention of ethical fashion. Primary data from 245 Chinese respondents were collected in 2019. The model was tested and analyzed through structural equation modeling (SEM).
Findings
Results show that the extended TPB model has higher predictability than the original TPB model. Attitude toward ethical fashion and subjective norm significantly predicts purchase intention while perceived behavioral control (PBC) does not. In addition, trust of ethical fashion is positively related to attitude toward ethical fashion and purchase intention, whereas knowledge of ethical fashion plays a significant role in predicting trust and the three TPB factors. The subjective norm was found to have the most significant impact on consumers' intention to purchase ethical fashion, which shows that social pressure from one individual's reference group is the most dominant factor in forming consumer's purchase intention on ethical fashion.
Originality/value
The findings enrich the past literature on ethical fashion that trusting belief is a salient determinant of consumers' attitude toward ethical fashion and purchase intention of ethical fashion products. The findings also supported the applicability of KAB and TPB in the domain of ethical consumption in the context of a developing country.
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