Do personality traits predict ‘complaining’ consumers?

Although the effects of personality traits on complaining behaviour emerged in the early 1980s, there is limited research in the service industry. The purpose of this study is to examine whether consumer personality traits influence intentions to complain and whether product price and product types moderate the relationship between personality traits and intentions to complain in the retail industry. The research model is tested by logistic regression analysis on two groups of consumers who report passive and active complaining intentions. The study reveals that conscientious consumers who are open to new experiences tend to have higher intentions to complain. Being extroverted does not have any influence on complaining behaviour. Whilst price levels (low/high) and product types (grocery, clothing and electronics) improve the predictive ability of the complaining behaviour, the interaction effects relating to the three personality traits are statistically insignificant. Theoretical and managerial implications of the study findings are discussed.

Obfuscation and Strict Online Anonymity

I consider the case for genuinely anonymous web searching. Big data seems to have it in for privacy. The story is well known, particularly since the dawn of the web. Vastly more personal information, monumental and quotidian, is gathered than in the pre-digital days. Once gathered it can be aggregated and analyzed to produce rich portraits, which in turn permit unnerving prediction of our future behavior. The new information can then be shared widely, limiting prospects and threatening autonomy. How should we respond? Following Nissenbaum (2011) and Brunton and Nissenbaum (2011 and 2013), I will argue that the proposed solutions—consent, anonymity as conventionally practiced, corporate best practices, and law—fail to protect us against routine surveillance of our online behavior. Brunton and Nissenbaum rightly maintain that, given the power imbalance between data holders and data subjects, obfuscation of one’s online activities is justified. Obfuscation works by generating “misleading, false, or ambiguous data with the intention of confusing an adversary or simply adding to the time or cost of separating good data from bad,” thus decreasing the value of the data collected (Brunton and Nissenbaum, 2011). The phenomenon is as old as the hills. Natural selection evidently blundered upon the tactic long ago. Take a savory butterfly whose markings mimic those of a toxic cousin. From the point of view of a would-be predator the data conveyed by the pattern is ambiguous. Is the bug lunch or potential last meal? In the light of the steep costs of a mistake, the savvy predator goes hungry. Online obfuscation works similarly, attempting for instance to disguise the surfer’s identity (Tor) or the nature of her queries (Howe and Nissenbaum 2009). Yet online obfuscation comes with significant social costs. First, it implies free riding. If I’ve installed an effective obfuscating program, I’m enjoying the benefits of an apparently free internet without paying the costs of surveillance, which are shifted entirely onto non-obfuscators. Second, it permits sketchy actors, from child pornographers to fraudsters, to operate with near impunity. Third, online merchants could plausibly claim that, when we shop online, surveillance is the price we pay for convenience. If we don’t like it, we should take our business to the local brick-and-mortar and pay with cash. Brunton and Nissenbaum have not fully addressed the last two costs. Nevertheless, I think the strict defender of online anonymity can meet these objections. Regarding the third, the future doesn’t bode well for offline shopping. Consider music and books. Intrepid shoppers can still find most of what they want in a book or record store. Soon, though, this will probably not be the case. And then there are those who, for perfectly good reasons, are sensitive about doing some of their shopping in person, perhaps because of their weight or sexual tastes. I argue that consumers should not have to pay the price of surveillance every time they want to buy that catchy new hit, that New York Times bestseller, or a sex toy.

När lanthandeln stänger : En studie av lanthandelns betydelse för flyttning in och ut och för människorna i byn

In Sweden the number of rural food shops has decreased for more than 50 years. Often the closing of a village shop is supposed to affect the migration patterns in the area it has been serving. However, according to this study, neither in- nor out-migration in the area affected by the closing is affected. The deficits of migration usual in those areas are established at least 10-12 years before the closing year. Thus, the typical closing takes place subsequent to a long term population decline. On the other hand, localities hosting a shop that survived during the study period 1990-2004 have a bigger total population and show tendencies towards decreasing deficit of migration at any potential closing year. These statistical results are supported by interviews carried out in three villages where the last shop has closed. They indicate that the shop has already lost its importance as supplier when it closes. By then the village shop is primarily used as complement to nearby towns or shopping centres. Each of the two studies accounted for here point at a relative un-importance of the village shop as a service point at the closing time. However, as it often offer the last public space in the village the village shop serves a key function as a meeting point for some households. When the shop has closed, the village holds private homes only. That is a situation increasing loneliness to some inhabitants.

The impact of big-boxes on local retail : What happens when IKEA comes to town?

The development of large discount retailers, or big-boxes as they are sometimes referred to, are often subject to heated debate and their entry on a market is greeted with either great enthusiasm or dread. For instance, the world’s largest retailer Wal-Mart (Forbes 2014) has a number of anti- and pro-groups dedicated to its being and the event of a Wal-Mart entry tends to be met with protests and campaigns (Decamme 2013) but also welcomed by, for instance, consumers (Davis & DeBonis 2013). Also in Sweden, the entry of a big box is a hot topic and before IKEA’s opening i Borlänge 2013, the first in Sweden in more than five years, great expectations were mixed with worry (Västerbottens-Kuriren 2011).The presence of large scale discount retailers is not, however, a novel phenomenon but a part of a long-term change in retailing that has taken place globally over the past couple of decades (Taylor & Smalling, 2005). As noted by Dawson (2006), the trend in Europe has over the past few decades gone towards an increasing concentration of large firms along with a decrease of smaller firms.This trend is also detectable in the Swedish retail industry. Over the past decade, the retailing industry in Sweden has increased by around 190 Billion SEK, and its share of GDP has risen from 2,7% to 2,9%, while the number of employees have increased from 200 000 to 250 000 (HUI 2013). This growth, however, has not been distributed evenly but rather it has been oriented mainly towards out-of-town retail clusters. Parallel to this development, the number of large retailers has risen at the expense of market shares of smaller independent firms (Rämme et al 2010). Thereby, the presence of large scale retailers is simply part of a changing retail landscape.The effects of this development, where large scale retailing agents relocate shopping to out-of-town shopping areas, have been heavily debated. On the one hand, the big-boxes are accused of displacing independent small retail businesses in the city-centers and the residential areas, resulting in, to some extent, reduced employment opportunities and less availability for the consumers - especially the elderly (Ljungberg et al 2006). In addition, as access to shopping now tends to require some sort of a motorized vehicle, environmental aspects to the discussion have emerged. Ultimately these types of concerns have resulted in calls for regulations against this development (Olsson 2010). On the other hand, the proponents of the new shopping landscape argue that this evolution implies productivity gains, the benefits of lower prices and an increased variety of products (Maican & Orth 2012). Moreover it is argued that it leads to, for instance, better services (such as longer opening hours) and a creative destruction transformation pressure on retailers, which brings about a renewal of city-centerIIretail and services, increasing their attractivity (Bergström 2010). The belief in benefits of a big box entry can be exemplified by the attractivity of IKEA, and the fact that municipalities are prepared to commit to expenses amounting up to hundreds of millions in order to attract the entry of this big-box. Borlänge municipality, for instance, agreed to expenses of about 350 million SEK in order to secure the entry of IKEA, which opened in 2013 (Blomgren 2009).Against this backdrop, the overall effects of large discount retailers become important: Are the economic benefits enough to warrant subsidies or are there, on the contrary, some very compelling grounds for regulations against these types of establishments? In other words; how is overall retail in a region where a store like IKEA enters affected? And how are local retail firms affected?In order to answer these questions, the purpose of this thesis is to study how entry of a big-box retailer affects the entry region. The object of this study is IKEA - one of the world’s largest retailers, with 345 stores, active in over 40 countries and with profits of about 3.3 billion (IKEA 2013; IKEA 2014). By studying the effects of IKEA-entry, both on an aggregated level and on firm level, this thesis intends to find indications of how large discount retail establishments in general can be expected to affect the economic development both in a region overall, but also on the local firm level, something which is of interest to both policymakers as well as the retailing industry in general.The first paper examines the effects of IKEA on retail revenues and employment in the municipalities that IKEA chose to enter between 2000 and 2011; Gothenburg, Haparanda, Kalmar and Karlstad. By means of a matching method we first identify non-entry municipalities that have a similar probability of IKEA entry as the true entry municipalities. Then, using these non-entry municipalities as a control group, the causal effects of IKEA entry can be estimated using a treatment-control approach. We also extend the analysis to examine the spatial impact of IKEA by estimating the effects on retail in neighboring municipalities. It is found that a new IKEA store increases revenues in durable goods trade with 20% in the entry municipality and the number of employees with 17%. Only small, and in most cases statistically insignificant, negative effects were found in neighboring municipalities.It appears that there is a positive net effect on durables retail sales and employment in the entry municipality. However, the analysis is based on data on an aggregated municipality level and thereby it remains unclear if and how the effects vary within the entry municipalities. In addition, the data used in the first study includes the sales and employment of IKEA itself, which could account for the majority of the increases in employment and retail. Thereby the potential spillover effects on incumbent retailers in the entry municipalities cannot be discerned in the first study.IIITo examine effects of IKEA entry on incumbent retail firms, the second paper in this thesis analyses how IKEA entry affects the revenues and employment of local retail firms in three municipalities; Haparanda, Kalmar and Karlstad, which experienced entry by IKEA between 2000 and 2010. In this second study, we exclude Gothenburg due to the fact that big-box entry appears to have weaker effects in metropolitan areas (as indicated by Artz & Stone 2006). By excluding Gothenburg we aim to reduce the geographical heterogeneity in our study. We obtain control municipalities that are as similar as possible to the three entry municipalities using the same method as in the previous study, but including a slightly different set of variables in the selection equation. Using similar retail firms in the control municipalities as our comparison group, we estimate the impact of IKEA entry on revenues and employment for retail firms located at varying distances from the IKEA entry site.The results generated in this study imply that entry by IKEA increases revenues in incumbent retail firms by, on average, 11% in the entry municipalities. In addition, we do not find any significant impact on retail revenues in the city centers of the entry municipalities. However, we do find that retail firms within 1 km of the IKEA experience increases in revenues of about 26%, which indicates large spillover effects in the area nearby the entry site. As expected, this impact decreases as we expand the buffer zone: firms located between 0-2 km experiences a 14% increase and firms in 2-5 km experiences an increase of 10%. We do not find any significant impacts on retail employment.

The effects of taxing truck distance on CO2 emissions from transports in retailing

To finance transportation infrastructure and to address social and environmental negative externalities of road transports, several countries have recently introduced or consider a distance based tax on trucks. In the competitive retail market such tax can be expected to lower the demand and thereby reduce CO2 emissions of road transports. However, as we show in this paper, such tax might also slow down the transition towards e-tailing. Considering that previous research indicates that a consumer switching from brick-and-mortar shopping to e-tailing reduces her CO2 emissions substantially, the direction and magnitude of the environmental net effect of the tax is unclear. In this paper, we assess the net effect in a Swedish regional retail market where the tax not yet is in place. We predict the net effect on CO2 emissions to be positive, but off-set by about 50% because of a slower transition to e-tailing.

Can’t Afford the Manolos? Buy the Book!: Chick Lit & Contemporary Consumerism

At the airport, across from the magazines at Wal-Mart, and probably somewhere near the front of local bookstores — chick lit is everywhere. One would probably recognize it from a distance as a sea of shiny pink1, the small glossy paperbacks cheerfully beckoning from their carefully constructed display. Chick lit has exploded into the western2 market over the last decade, captivating millions of readers with their tales of young, urban professional women navigating the worlds of careers, relationships, and of course, shopping. By the end of the novel, each of these components is generally resolved in somewhat formulaic fashion

Non-Participatory Poverty

In a capitalistic market society, all individuals should have an equal opportunity to participate, with varying extents, in consumerism. Democracy entitles one to political participation but people have come to value consumer participation as having more importance as shopping and the exchange of goods and services have become an important part of everyday living. Yet not everyone can participate in consumerism and they end up suffering, especially the children living in poverty. These children internalize the message that since they cannot participate in a society based on material consumption, they cannot belong. Poverty not only causes individuals to experience their lives differently, but also affects the development of one’s physical, cognitive, social, and emotional identity. Many of the consequences of poverty have been scrutinized and studied to try to explain the experiences of such children. What has not been closely examined however is the relationship between the inability to participate in a consumer society and the bodily being, thoughts, actions, and feelings of impoverished children. I will discuss how these effects of poverty result in the inability of children to participate in society.

Using GIS Network Analyst to Identify Suppliers for a Produce Co-op in Waterville, ME

The idea for organizing a cooperative market on Waterville Main Street was proposed by Aime Schwartz in the fall of 2008. The Co-op would entail an open market located on Main Street to provide fresh, local produce and crafts to town locals. Through shorter delivery distances and agreements with local farmers, the co-op theoretically will offer consumers lower prices on produce than can be found in conventional grocery stores, as well as an opportunity to support local agriculture. One of the tasks involved with organizing the Co-op is to source all of the produce from among the hundreds of farmers located in Maine. The purpose of this project is to show how Geographic Information System (GIS) tools can be used to help the Co-op and other businesses a) site nearby farms that carry desired produce and products, and b) determine which farms are closest to the business site. Using GIS for this purpose will make it easier and more efficient to source produce suppliers, and reduce the workload on business planners. GIS Network Analyst is a tool that provides network-based spatial analysis, and can be used in conjunction with traditional GIS technologies to determine not only the geometric distance between points, but also distance over existing networks (like roads). We used Network Analyst to find the closest produce suppliers to the Co-op for specific produce items, and compute how far they are over existing roads. This will enable business planners to source potential suppliers by distance before contacting individual farmers, allowing for more efficient use of their time and a faster planning process.

Social Media, Privacy, and the Academic Classroom

We live in a world full of social media and portable technology that allows for the effortless access to, and sharing of, information. While this constant connection can be viewed as a benefit by some, there have been recent, sometimes embarrassing, instances throughout the world that show just how quickly any expectation of privacy can be destroyed. From pictures of poorly dressed shoppers at a grocery store to customers recording interactions with their servers at restaurants, the internet is full of media (all with the potential to go viral) created and posted without consent of all parties captured. This risk to privacy is not just limited to retail and restaurants, as being in any situation amongst people puts you at risk, including being in an academic classroom. Anyone providing in-class instruction, be they professor or librarian, can be at risk for this type of violation of privacy. In addition, the students in the class are also at risk for being unwittingly captured by their classmates. To combat this, colleges and universities are providing recommendations to faculty regarding this issue, such as including suggested syllabus statements about classroom recording by students. In some instances, colleges and universities have instituted formal policies with strict penalties for violators. An overview of current privacy law as it relates to an academic setting is discussed as well as recent, newsworthy instances of student recording in the classroom and the resulting controversies. Additionally, there is a discussion highlighting various recommendations and formal policies that have been issued and adopted by colleges and universities around the country. Finally, advice is offered about what librarians can do to educate students, faculty, and staff about the privacy rights of others and the potential harm that could come from posting to social media and the open web images and video of others without their consent.

Cafeteria e sua influência no consumo de café na cidade de São Paulo

O café é um produto de forte apelo nacional e tem estado presente nos hábitos do consumidor deste produto, denotando uma busca por cafés diferenciados e de qualidade. As avaliações do produto se baseiam nas posições descritivas, dedutivas e de informações do mesmo. As características percebidas podem ser intrínsecas como o sabor, o aroma, a cor, a aparência e a consistência e extrínsecas, que referem-se a parte externa e que envolve o produto, tais como o ambiente, a embalagem, a marca e também o país de origem. Este estudo teve por objetivo investigar se as características intrínsecas (sabor, aroma, cor, aparência e consistência) da bebida café e as características extrínsecas associadas ao produto estimulam o consumidor em frequentar cafeterias (ambiente especializado em café). Para tal foi realizada uma pesquisa de caráter exploratório, com levantamento de campo e bibliográfico cujos resultados foram tratados por meio de análise de conteúdo. Utilizou-se como instrumento de coleta de dados um roteiro de entrevistas e foram entrevistadas 87 pessoas, frequentadoras de cafeterias. As cafeterias pesquisadas estão localizadas na cidade de São Paulo sendo: duas num Shopping Center do bairro de Higienópolis e uma cafeteria em uma universidade no centro da capital. Os resultados obtidos demonstraram que o sabor, prioritariamente e, depois o aroma do café foram as características intrínsecas consideradas mais relevantes entre os respondentes. Por outro lado, um ambiente agradável, confortável e requintado foram fatores valorizados pelos entrevistados. Ambas características se mostraram complementares e estes fatores citados foram os apontados como aqueles que estimulam o consumidor a frequentar as cafeterias.

O colaborador como produtor de informação: possibilidades de transposição de formas de comunicação participativa para as mídias organizacionais

Dissertação (Mestrado em Comunicação - Área de concentração: Comunicação, inovação e comunidades)-USCS, São Caetano do Sul, 2010.

A transição da comunicação corporativa: possibilidade de participação nas mídias organizacionais

Artigo disponível na íntegra em http://www.scielo.br/pdf/interc/v34n2/a08v34n2

Aromatização de lojas: influências sobre o comportamento de compradores

Tese apresentada ao Programa de Pós-graduação em Administração da Universidade Municipal de São Caetano do Sul

Identificação das causas da não utilização do Sistema de Internet Banking da Caixa Econômica Federal em Porto Alegre

Os anos noventa representaram, para a sociedade brasileira, o início de uma era de mudanças contínuas. Na esfera econômica, as empresas passaram a ter um ambiente competitivo como nunca visto antes. Os bancos têm investido, desde então, recursos vultosos em sistemas de informação. A popularização da Internet para as empresas e o cidadão comum, ocorrida também neste período, criou um novo ambiente competitivo de marketing, levando os bancos a investirem pesadamente neste novo canal de distribuição. A Caixa Econômica Federal, um dos maiores bancos brasileiros, fez elevados investimentos na área de Internet, permitindo a seus clientes realizarem a maioria de suas operações domésticas a partir de qualquer computador. Apesar de ser uma forma rápida e barata de resolver os problemas de serviços bancários, muitos clientes não o utilizam, e, entre os que utilizam, muitos não o fazem com freqüência. Para entender melhor este problema, foi realizado uma pesquisa de cunho exploratório para analisar o comportamento dos usuários de Internet Banking da Caixa Econômica Federal, identificando quais atributos podem ser utilizados pela empresa para aumentar a utilização deste tipo de serviço. Este trabalho foi realizado com clientes de três agências de Porto Alegre (São João, Mont Serrat e Shopping Iguatemi), ao longo de 2.001. As principais conclusões deste trabalho são de que, para aumentar o acesso é necessário resolver dois problemas: primeiro, é necessário maior estímulo da mídia para persuadir os clientes a se habituarem com o novo sistema. Segundo, é necessário treinar os clientes, para que tenham mais facilidade no uso da Internet, ainda complicada para muitos.

Estudo sobre comportamento dos consumidores de eletrodomésticos de Porto Alegre : serviços ao cliente

Diversos autores indicam que os "serviços prestados ao cliente" podem ser considerados um importante fator de diferenciação, e as empresas que buscam a preferência do cliente devem mobilizar seus esforços no sentido de atingir a excelência nessa dimensão. Diante dessa afirmação, este estudo se propõe a verificar a percepção dos consumidores e dos gerentes de lojas de eletrodoméstico em Shopping centers de Porto Alegre relativa aos serviços prestados, considerando os blocos "Infra-estrutura externa", "Infra-estrutura interna", "Pré-venda", "Venda" e "Pós-venda". o trabalho foi desenvolvido seguindo técnicas de pesquisa qualitativa. A percepção dos consumidores foi investigada, através de um estudo em grupos focados, enquanto que a percepção dos gerentes de lojas de eletrodomésticos foi pesquisada através de entrevistas individuais. A pesquisa buscou identificar os atributos que os consumidores e gerentes consideram importantes, no que refere aos serviços prestados por lojas de eletrodomésticos. Utilizando a abordagem qualitativa, foi possível comparar a percepção dos consumidores com a percepção dos gerentes de loja. Entre os principais resultados, observa-se que há concordância entre a percepção dos consumidores e gerentes. Contudo, os consumidores possuem uma lista maior de atributos considerados essenciais, comparada à lista informada pelos gerentes. A diferença de opinião, detectada através do estudo, permitiu identificar oportunidades que podem ser exploradas pelas lojas de eletrodomésticos que buscam aprimorar os seus serviços prestados aos clientes.