Civility Matters

Civility Matters

Date: May 2011
Creator: Vahie, Archna
Description: While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense negative consequences for uncivil behavior. One question for marketers of businesses is whether lack of civility among front-end personnel can negatively influence sales. This dissertation is an attempt to fill this research gap by exploring responses to uncivil behavior under the theoretical framework of attribution theory. Using the CDSII scale based on attribution theory, experimental research design was used with current civil and uncivil behavior by the store employees and past experiences (positive, negative, and no-experience) with the store as stimulus. The consumers' perception of civility, attributions and behavioral intentions were measured and used as dependent variables. The results of the experiment showed that when a customer discerns employee behavior to be uncivil, the customer's perception of the level of the ability of the employee to control his own behavior decreases. The results of the study enhance the knowledge of two important consumer behaviors, namely complaining and switching behaviors by empirically studying their antecedents in a particular market ...
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A Comparison of Mall Shopping Behavior Between Hispanic-Americans and Anglo-Americans

A Comparison of Mall Shopping Behavior Between Hispanic-Americans and Anglo-Americans

Date: August 2002
Creator: Sanchez, Marissa R.
Description: The population percentage, population growth, buying power, and geographic concentration of Hispanic-Americans in the United States is causing marketers and retailers to carefully examine this market segment. Through a better understanding of Hispanic-American consumers, marketers and retailers will be more capable of meeting their wants and needs. Tailoring marketing promotions and strategies can help a company more effectively reach the Hispanic-American market. This study compared Hispanic-Americans and Anglo-Americans in their general shopping characteristics, responses to excitement in the mall, consumption patterns, and repatronage intention. A total of seven hypotheses were developed, all of which were either supported or partially supported.
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The Effects of Price and Durability on Individual Discounting Functions When Purchasing Hypothetical Goods in a Simulated Internet Store

The Effects of Price and Durability on Individual Discounting Functions When Purchasing Hypothetical Goods in a Simulated Internet Store

Date: August 2012
Creator: Gesick, Jeffrey Glen
Description: Online shopping has rapidly expanded in the last decade. Online shopping necessarily imposes delays on all transactions. Behavior analysis has long studied the effects of delay on choice. Additionally, a number of researchers are beginning to study consumer behavior using a behavior-analytic approach. The current study attempted to extend research focusing on consumer behavior in online contexts. The experimenters attempted to evaluate whether goods acquire functional properties and whether these properties influence consumer choice. The researchers were specifically interested in studying acquisition costs and durability and in simulating a natural online shopping environment. Results from the current study extend the findings showing that delay and price influence choice. The data from the current study provide mixed evidence for control by item durability.
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The Role of Information in the Selection Process of a Primary Care Physician

The Role of Information in the Selection Process of a Primary Care Physician

Date: December 1993
Creator: Butler, E. Sonny
Description: There is a paucity of information about the various factors that influence the selection of primary care physicians. Also, the relative significance of these factors is not known, making it difficult to properly address ways to improve the information flow to patients when they select a primary care physician.
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An Examination of the Nature of a Problematic Consumer Behavior : Compulsive Purchasing as a Learned Adaptive Response, Addiction, and Personality Disorder

An Examination of the Nature of a Problematic Consumer Behavior : Compulsive Purchasing as a Learned Adaptive Response, Addiction, and Personality Disorder

Date: August 1989
Creator: Briney, Alicia L. (Alicia Lyn)
Description: The problem examined in this study was the nature of compulsive purchasing behavior. Three proposed models depicting this behavior as a learned adaptive response to anxiety and/or depression, an addiction, and a personality disorder were introduced and discussed in Chapter I. Background information concerning the areas examined in the models was presented in Chapter II. The research methodology was discussed in Chapter III and the findings of the research presented in Chapter IV. A summary, conclusions, implications, and recommendations were presented in Chapter V.
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