143 research outputs found
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An Examination of the effects of Fan-Based Brand Associations of a Professional Soccer League on League Brand Equity
Full text linkThe main objectives of this study are to 1) identify the relevant dimensions of the fan-based brand associations (FBBA) of a sports league and develop a measurement scale for FBBA, and 2) investigate the relationship between brand equity and its components (brand associations and internalization). Data are collected from 227 soccer fans and a partial least square structural equation modeling (PLS-SEM) analysis is conducted. The results indicate that player, referee, head coach, stadium, team success, (team) management, and soccer federation are significant dimensions of the sports league FBBA and that the FBBA and internalization can be applied to investigate the brand equity of professional sports leagues. The findings also suggest that league managers can collaborate with other key members of the industry (e.g., players, head coaches, or team managers) to develop a strong professional sports league
COVID, Customer Loyalty, and Sacrificial HR Strategies Among Customer Service Representatives - Evidence Across Industries
Full text linkCustomer service is a straightforward concept and its effects are widely studied and well known. No one would disagree that good customer service has a crucial and positive impact on firm profitability (Goodwin, 1992) so why do so many firms continue to provide poor customer service? Research indicates that instead of viewing customer service as an external customer issue, perhaps it should be viewed as an internal human resource issue. In other words, managers may reap what they sow by not properly managing employee relationships and then expecting these same employees to turn around and successfully manage customer relationships. Using justice theory, this study explores the management of customer service representatives. Specifically, a national survey was conducted of call center managers utilizing measures for the three types of organizational justice: distributive, procedural, and interactional. Call center managers from many different service industries responded including travel/hospitality, telecommunications, retail/catalog, health care, insurance, and financial services. Results of the study indicate that justice theory can be used to explain a significant amount of employee commitment in call center operations. The significance of these findings provides a possible explanation as to why good customer service seems to be disappearing. Can any manager expect CSRs to provide good customer relationship management when managers are not properly handling employee relationships
Emotional Intelligence: Comparative Analysis of Accounting and Non-Accounting Business Majors at Two Universities
Full text linkSuccess in accounting has long been associated with completing technical tasks as opposed to cultivating relationships. In 1999, the AICPA Core Competency Framework was adopted and expanded professional competencies to include not only functional competencies but personal and broad-based business competencies. Personal competencies include intrapersonal and interpersonal skills, comprising a range of behaviors collectively grouped as emotional intelligence. This study examines the emotional intelligence (“EI”) of 609 business school students at 2 different universities (University A and B), using TTI’s Emotional Quotient (TTI) inventory report. The groups were segregated into accounting and non-accounting groups and comparative t-tests were conducted. The results were significant, confirming our hypotheses that the EI of accounting students at universities A and B, separately and combined, were lower than the EI scores of non-accounting business majors
Considering the Relationship between Business Applications and State Tax Rank: Effect of Tax Cuts and Jobs Act of 2017
Full text linkThis research measures the relationship between state-level taxes and per capita business applications. State-level taxes used in the analysis are based on tax rank of each state from 1 to 50, with lower number rank associated with lower tax burden for that category and higher number rank with higher tax burden for that category. Tax categories used as independent variables in the model are the following: corporate tax rank, individual income tax rank, sales tax rank, property tax rank, and unemployment insurance tax rank. Five time periods were measured from 2015-2016, 2016-2017, 2017-2018, 2018-2019, and 2019-2020. The research question for the model considers how the 2017 Tax Cuts and Jobs Act (TCJA) legislation affects business applications within each state as measured through state-level variables. Sales taxes are found to inversely affect business applications two years before TCJA passage and during the year of passage, but to have a positive relationship one year after passage. Income tax is positively correlated in that immediate year following passage, while corporate tax inversely impacts two years following passage.
Managing Stakeholder Demands: Governance Decisions and Stakeholder Standing
Full text linkIn an empirical study, this paper used John Rawls’ idea (1971) of justice as fairness to rank competing stakeholder interests in governance decisions. Undergraduate students were asked to rank the power or responsibility of six stakeholder groups on twelve governance decisions. The results indicate that the participants meaningfully ranked the various stakeholder groups on the governance decisions as evidenced by t-tests. These results indicate that using the Rawlsian mind experiment of a veil of ignorance and an original position was an effective means of unraveling competing stakeholder interests in governance decisions. The implications of the results were discussed for stakeholder legitimacy and ethical decision-making
A Financial Profile of Firms Awarded the Highest Technical Ratings by Value Line in a Period of High Economic Growth
Full text link Abstract This study examines the financial characteristics of the group of firms that have been identified by Value Line as having the highest technical ratings in their database during the four years preceding the 2020 occurrence and resulting economic downturn of the coronavirus-19 pandemic. That period was characterized by a high level of economic growth, low unemployment, and record-high equity markets. Those highest-ranking firms are compared with firms chosen at random, but from the same industries, to determine whether the firms with the high technical ratings in such an economic environment have a unique risk-return profile, and by implication a heretofore unknown relationship between technical and fundamental analysis. As in previous studies of this type, multiple discriminant analysis is used to identify the characteristics that most highly separate the two groups of firms, and canonical correlation ranks the discriminant variables. Keywords: Technical Analysis, Economic Growth, Multiple Discriminant Analysis
Employee Engagement Among Millennial Cross-Cultural Ministers: Insights for Recruitment and Retainment
Full text linkWestern mission agencies are in a period of transition as baby boomers enter into retirement leaving personnel voids millennials and younger generations will need to fill. Millennial values and expectations are different than previous generations and these differences affect their level of employee engagement. Additionally, millennials have a reputation for being difficult to manage. As a generation though, they possess characteristics that would benefit cross-cultural ministry endeavors. Mission agency leaders need to understand their unique values and expectations affecting millennials' level of engagement in order to attract and retain them in cross-cultural ministry positions. Nine factors were gleaned from a literature review that significantly impact millennials' level of employee engagement. Method of Empathy-Based Storying (MEBS) was used to present a positive and negative scenario to existing millennial cross-cultural ministers (MCCMs). They were asked to rank these nine factors in order of importance as they saw them affecting the protagonist of the scenario's level of engagement. Forty-nine MCCMs took part in the survey. A statistically significant consensus was reached as to the level of significance four of the nine factors hold for MCCMs. Meaningful and challenging work and feeling valued and affirmed by leader was viewed as most important, and access to up-to-date technology and frequent feedback from leader was least important. These results can be used to gain insights for the recruitment and retention of millennials for cross-cultural ministry.
Keywords: millennial, employee engagement, cross-cultural minister, job crafting, recruitment, retainment
Extraordinary Sales Success: Examining Sales Superstars in an Unexpected Country
No full textSuccess is elusive for some people who pursue sales careers. For a few privileged others, it is extreme. What is it about those few who achieve exceptional success that empowers them? This paper examines the sales careers of three sales superstars who have achieved extraordinary sales success in an unexpected place, China, where Western capitalism is not championed to the extent that it is in many other parts of the world. These three case studies combine to offer some insights that can lead others to higher levels of sales success. Characteristics common in all three cases examined here were found: exceedingly long hours of work each week; complete devotion to the job, the company, and/or the industry; very high levels of intelligence; willingness to take risks; and the ability to bounce back after setbacks
The Study of the Consumer-Company Identification on Mobile Application’s Attributes and Apparel Purchase Intention
No full textPurposeIn this demanding and diversified social commerce market met by consumers’ quickly changing expectations, service quality for mobile-retailing is imperative. Consumer-Company Identification (CCI) is becoming an important tool for building a company’s brand. This research examines how mobile application (app) attributes, mobile-service quality and CCI lead to mobile consumers’ purchase intention for apparel products through app.Design/methodology/ApproachAn experimental survey was conducted with 300 respondents. Seven hypotheses were examined by a structural equation model to explore the relationships amongst mobile app attractiveness, mobile-service quality, CCI, perceived usefulness, and consumers’ intention to purchase products from the mobile app. Findings Our findings supported the relationships amongst consumers’ perceived usefulness of the mobile app, mobile-service quality attributes, and consumer purchase intention. Our findings also supported CCI’s impact on consumers’ intention to purpose through the application of the Technology Acceptance Model.Research implicationsOur research finding showed consumers’ psychological attachment toward apparel brands and its mobile app. The research further demonstrated the consumer-retailer relationships, and the findings support consumer purchase pattern through mobile app apparel purchase. Retailers’ attention to dimensions of mobile-service quality of app design will strengthen consumers’ perceived usefulness of their mobile app
Evidence of the Relationship Between Credit Ratings and Reporting Discontinued Operations
Full text linkABSTRACT: To test whether standard setters’ objective of improving the usefulness of the financial statements by enacting ASU 2014-08 was achieved, we compare the relationship between credit ratings and discontinued operations under SFAS No. 144 and ASU 2014-08. If discontinued operations are interpreted by credit ratings agencies as non-recurring, they should have no or low persistence and should be unrelated to credit ratings. We find that the relationship between reported discontinued operations and credit ratings under SFAS No. 144 is significant, the implication being that credit ratings agencies did not perceive discontinued operations as non-recurring. In contrast, the relationship is insignificant under ASU 2014-08, discontinued operations are now viewed as non-recurring and the objective of standard setters was achieved. Our results contribute to extant literature on discontinued operations and the relevance of separately stated or disclosed items