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This research seeks to present a methodology for investigating the generalizability of a theory‐testing model. The methodology is used to examine the generalizability of a model of the antecedents and consequences of customer delight.

Theory testing of models in the marketing often fails to define an intended universe of generalization. This paper shows how multivariate generalizability theory can be used to estimate construct covariance components for specific sources of variance. These components can then be used to assess the generalizability of a structural equation model of a marketing phenomenon.

The parameters of a model of customer delight obtained from data that sample customers of a service or data that confound sources of variance do not generalize to data that capture variation across services or variation across raters. The relative impact of customer delight and satisfaction on behavioral intention varies with the source of variation being studied.

Previous research suggests that after controlling for customer satisfaction, customer delight accounts for very little variation in behavioral intention. But, for the source of variation of most relevance to managers, namely web sites, it is customer delight, not customer satisfaction, that is strongly associated with behavioral intention.

The methodology can be applied and can produce model parameters having substantially different managerial implications for the management of customer satisfaction and customer delight.

Identifying the dimensionality of a construct and selecting appropriate items for measuring the dimensions are important elements of marketing scale development. Scales for measuring marketing constructs such as service quality, brand equity, and marketing orientation have typically been developed using the influential classical test theory paradigm (Churchill, 1979), or some variant thereof. Users of the paradigm typically assume, albeit implicitly, that items and respondents are the only sources of variance and respondents are the objects of measurement. Yet, marketers need scales for other important managerial purposes, such as benchmarking, tracking, and perceptual mapping, each of which requires a scaling of objects other than respondents such as products, brands, retail stores, websites, firms, advertisements, or social media content. Scales that are developed without such objects in mind might not perform as expected. Finn and Kayande (2005) proposed a multivariate multiple objective random effects methodology (referred to here as M-MORE) could be used to identify construct dimensionality and select appropriate items for multiple objects of measurement. This chapter applies M-MORE to multivariate generalizability theory data collected to assess online retailer websites in the early 2000s to identify the dimensionality of and to select appropriate items for scaling website quality. The results are compared with those produced by traditional methods.

Due to recent technological advances, the retail industry has changed significantly. This paper examines a novel unmanned retail mode-unattended convenience store to identify the possible operational problems and develop appropriate managerial recommendations.

A data-driven two-stage epsilon-based measure (EBM) data envelopment analysis (DEA) method was developed to evaluate operational performance data from 33 unattended convenience stores and assess the impacts on efficiency of the internal factors, and a Tobit regression analysis was employed to examine the external environment.

It was found that the overall economic performances were relatively low and fluctuated significantly; however, the social performances were slightly higher. The out-of-stock rate was found to have a negative impact on efficiency, and regional characteristics were found to have significant effects on performance.

This study sought to identify current operational problems with unattended convenience stores to provide managerial insights. The cross-sectional assessment suggested that to achieve better performance, particular attention needed to be paid to store locations and surrounding store environments.

First, this paper establishes a novel theoretical framework to evaluate the economic and social operational performances at unattended convenience stores. Second, it contributes to research on unattended convenience stores and the unmanned retail industry and offers significant guidance on detecting operational deficiencies and improving future performances.

This paper aims to identify the built environment attributes and dimensions to assess customers’ satisfaction concerning the built environment in a gas station located in southern Brazil. Besides, this study aims to verify the dimensions that most impact customers’ satisfaction and the attributes that are most relevant to customers.

The research was operationalized through a survey and data were analyzed with confirmatory factor analysis. Multiple regression analysis was used to assess the impact of the dimensions on perceived customer satisfaction, while stepwise linear multiple regression was used to identify the most significant attributes.

The factor analysis result indicates that 66.77% of the variance explained concerns to six built environment dimensions (or factors). The regression analysis shows that overall satisfaction with the gas station is predicted by the dimensions appearance, functionality and location, and positively related to seven attributes. In relation to the built environment satisfaction, the location and functionality of the dimension are its predictors and positively related to five attributes.

Further studies in different contexts are required to test the reliability of the built environment dimensions – comfort, functionality, configuration, location and appearance. Also, the study calls for further debate about the built environment related to the occupant or user satisfaction and other factors that can impact it.

This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user’s judgment.

The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study.

A structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.

The empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty.

This perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.

Previous studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

Discusses current methodological problems with principal performance appraisal and evaluation methods which have received considerable attention in the literature. Suggests that administrative performance appraisals can be conducted using a measurement technique called generalizability theory (”G” theory). Introduces “G” theory as a method for improving the dependability of principal performance appraisals.

Country image (CI) has been one of the most studied topics in international business, marketing, and consumer behaviour of the past five decades. Nevertheless, there has been no critical assessment of this field of research. The purpose of this paper is to understand the status and evolution of CI research.

The authors review 554 articles published in academic journals over 35 years. The authors examine publication, authorship, and research procedure trends in these articles as an empirical and quantitative assessment of the field. The authors identify weaknesses and strengths, and the authors address disconcerting and encouraging trends.

The authors find a number of laudatory trends: CI research is becoming less US-centric, more theory driven, more sophisticated in methodology, evaluating more diverse product categories, and making use of multiple cue studies. There are, however, two major methodological concerns: poor replication and questionable generalizability of findings. The authors also noted the influence of CI articles has been decreasing, as well as their rate of publication in top tier journals.

Since the authors present data that reflect actual practices in the field and how such practices have changed across time, the authors believe the study is of substantial value to CI researchers, journal editors, and instructors whose curriculum includes CI. The critical assessment and subsequent recommendations are accordingly empirically justified.

The aim of this paper is to study whether adoption of sustainability policies by firms makes their stock market performance resilient to the downside risk during the crisis period.

The paper empirically examines the relationship between environmental, social and governance (ESG) and stock market performance for Indian companies that have consistently been a part of Refinitiv Eikon ESG database. Further, the study examines whether there exist significant differences in stock market performance of high ESG and low ESG-compliant firms during crisis period. The sample was made up of 70 Indian firms studied over the period 2016–2019 defined as “normal period” as well as for the declared COVID-19 crisis period, i.e. January–March 2020, and full year 2020. The authors used multivariate panel data regression, robust least square multivariate regression, pooled OLS model and two-stage least square regression method.

The study extends the existing literature by investigating the impact of ESG performance on market value of firms during the crisis period. Based on the stakeholder and “flight to safety” theory, the authors hypothesized that ESG would have significant positive effect on the stock market performance during crisis period; however, the results provide robust evidence that in a well-specified model capturing the effect of accounting-based measures of performance, Size, Growth, Risk and Dividend yield, ESG had no explanatory power over the stock market performance of ESG-compliant firms during crisis period. Furthermore, no significant difference in stock market performance indicators between high and low ESG-compliant firms was observed during the crisis period of 1Q2020 as well as for full year 2020. On contrary, the study finds dividend yield to be statistically significant in determining stock market performance of Indian firms during crisis period. The study extends the existing literature by coining the term, “ESG irrelevance” during crisis period.

The main limitation of this study is its limited sample size because there are very few Indian firms that have secured consistent ESG rating. The study focuses on consistently rated firms to avoid the impact of “greenwashing”. Further, the study is focused on India, which limits the generalizability of our findings to other emerging countries.

To the best of our knowledge, this is among the first few studies that examines sustainability and stock market performance of Indian firms during COVID-19-led crisis period. Our findings highlight no significant difference between stock market performance of high ESG firms and low ESG firms indicating that investors who wish to create wealth by investing in ESG-compliant stocks in India can do so without worrying about the companies’ ESG rating scores.