Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic... more Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic research offers little insight into how adopting mobile payment technology impacts firm value. Further, extant studies are silent on the factors that determine the outcome of pursuing this strategy. Results from an event study of 152 announcements of mobile payments show an increase in firm value by an average of 1.03%, highlighting their effectiveness. Further analysis reveals characteristics of mobile payments that can augment this change in firm value. Specifically, positive firm value accrues when retailers promote the use of mobile payments to their customers. The authors also find that, compared with retailers whose target market comprises older customers, retailers targeting younger customers benefit more from adopting mobile payments. Finally, this study reveals an early-mover advantage, which is maximized in conjunction with an expansive, national rollout strategy. In fact, although a national rollout can be more beneficial early, the results show that for retailers that adopt mobile payments later, there is no difference between using an expansive rollout or a more limited, phased rollout strategy.
Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environme... more Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employees, often requiring them to enforce mask mandates and police customer deviant behavior (CDB). While extant work has investigated the impact of policing, or guardianship, for customers and firms, there has been limited examination regarding the policies themselves and the corresponding toll exacted upon frontline employees (FLEs) and their managers (FLMs). Thus, this phenomenon warranted an in-depth, multi-method investigation, including a full-scale qualitative exploration substantiated and extended via three experiments and a survey. The qualitative approach probes employees’ feelings about and identifies categories of CDB in retail service settings as well as develops a novel typology of guardianship policies (policy type x approach style). The subsequent studies empirically test the CDB guardianship typology in the context of a particularly detrimental type of CDB—shoplifting, while advancing understanding of firm-related (guardianship expectations), employee-related (trait anxiety) and job role-related (FLE vs FLM) contextual factors impacting perceptions of policy fairness and turnover intentions. The findings provide rich insights for practitioners and scholars by offering a novel guardianship typology and an extensive agenda for future research.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2018
The proliferation of social media has made it easier than ever for customers to compare the price... more The proliferation of social media has made it easier than ever for customers to compare the prices they have paid for products and services, in addition to how they come across “deals.” Price fairness judgments have been shown to be influenced by consumers’ comparisons to other consumers, or referents, regarding the prices paid by each for the same or similar products, with the prevailing sentiment being that it is unfair for one customer to receive a better price than another customer for the same product purchased from the same retailer. The current work examines how referent effort and referent loyalty influence referent deservingness perceptions and serve to justify price inequality in such a scenario. In three experiments, we demonstrate a consistent process through which customer purchase efforts serve to influence evaluations of a customer’s deservingness to receive a lower price, ultimately explaining evaluations of price fairness in consumption scenarios where one customer pays a lower price than another customer for the same product. The theoretical and managerial implications of these findings are discussed.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2017
Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and D... more Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and Dahl 2003) and deservingness (Reczek et al. 2014). Popular press provides evidence that consumers are willing to expend effort to get better prices, such as through behaviors exhibited on Black Friday (Tabuchi 2014). Furthermore, academic researchers have called for more investigation on the effects of social cues, such as referent effort—or the effort of another consumer—on consumer judgments of deservingness and price fairness (Darke and Dahl 2003; Haws and Bearden 2006).
Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environme... more Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employees, often requiring them to enforce mask mandates and police customer deviant behavior (CDB). While extant work has investigated the impact of policing, or guardianship, for customers and firms, there has been limited examination regarding the policies themselves and the corresponding toll exacted upon frontline employees (FLEs) and their managers (FLMs). Thus, this phenomenon warranted an in-depth, multi-method investigation, including a full-scale qualitative exploration substantiated and extended via three experiments and a survey. The qualitative approach probes employees’ feelings about and identifies categories of CDB in retail service settings as well as develops a novel typology of guardianship policies (policy type x approach style). The subsequent studies empirically test the CD...
Corporations, which in the past have been hesitant to contribute to conversations regarding polit... more Corporations, which in the past have been hesitant to contribute to conversations regarding political and social issues, are increasingly speaking out on current issues such as race, sexual orientation, gender, immigration, and environmental issues. Despite this trend, limited academic research has focused on how corporate sociopolitical activism (CSA) efforts impact firm value. In addition, extant studies have not fully identified the extent to which the firm and their message influence the outcomes of this approach. The current study explores how sociopolitical stances communicated on Twitter affect firms’ stock prices. Results from an event study of 260 incidents of CSA show that CSA efforts decrease firm value by an average of 0.22%, indicating that wading into social or political issues is a risky strategy. However, further analysis highlights the importance of clearly articulating stances on social issues that align with the firm’s core values.
Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic... more Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic research offers little insight into how adopting mobile payment technology impacts firm value. Further, extant studies are silent on the factors that determine the outcome of pursuing this strategy. Results from an event study of 152 announcements of mobile payments show an increase in firm value by an average of 1.03%, highlighting their effectiveness. Further analysis reveals characteristics of mobile payments that can augment this change in firm value. Specifically, positive firm value accrues when retailers promote the use of mobile payments to their customers. The authors also find that, compared with retailers whose target market comprises older customers, retailers targeting younger customers benefit more from adopting mobile payments. Finally, this study reveals an early-mover advantage, which is maximized in conjunction with an expansive, national rollout strategy. In fact, alt...
Technological advancements have made it easier for firms to bypass traditional distribution netwo... more Technological advancements have made it easier for firms to bypass traditional distribution networks and establish subscription-based direct-to-consumer (SBDTC) channels. Despite their growing popularity, little is known about the effectiveness of these channels. However, pursuing these new channels may not be the best decision for firms even though technology allows it and, in some instances, consumers demand it. Results from an event study of SBDTC channel additions in the cable television industry show that they complicate channel relationships and can lead to conflict, which reduce firm value. Further analysis reveals that firm-specific characteristics and strategic execution factors operate to mitigate the loss in firm value. Specifically, the study results show that channel power diminishes the negative impact of channel conflict, suggesting that firms with greater channel power benefit from adding SBDTC channels. The study also finds that firms marketing high-quality, differe...
Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and D... more Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and Dahl 2003) and deservingness (Reczek et al. 2014). Popular press provides evidence that consumers are willing to expend effort to get better prices, such as through behaviors exhibited on Black Friday (Tabuchi 2014). Furthermore, academic researchers have called for more investigation on the effects of social cues, such as referent effort—or the effort of another consumer—on consumer judgments of deservingness and price fairness (Darke and Dahl 2003; Haws and Bearden 2006).
The proliferation of social media has made it easier than ever for customers to compare the price... more The proliferation of social media has made it easier than ever for customers to compare the prices they have paid for products and services, in addition to how they come across “deals.” Price fairness judgments have been shown to be influenced by consumers’ comparisons to other consumers, or referents, regarding the prices paid by each for the same or similar products, with the prevailing sentiment being that it is unfair for one customer to receive a better price than another customer for the same product purchased from the same retailer. The current work examines how referent effort and referent loyalty influence referent deservingness perceptions and serve to justify price inequality in such a scenario. In three experiments, we demonstrate a consistent process through which customer purchase efforts serve to influence evaluations of a customer’s deservingness to receive a lower price, ultimately explaining evaluations of price fairness in consumption scenarios where one customer ...
Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic... more Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic research offers little insight into how adopting mobile payment technology impacts firm value. Further, extant studies are silent on the factors that determine the outcome of pursuing this strategy. Results from an event study of 152 announcements of mobile payments show an increase in firm value by an average of 1.03%, highlighting their effectiveness. Further analysis reveals characteristics of mobile payments that can augment this change in firm value. Specifically, positive firm value accrues when retailers promote the use of mobile payments to their customers. The authors also find that, compared with retailers whose target market comprises older customers, retailers targeting younger customers benefit more from adopting mobile payments. Finally, this study reveals an early-mover advantage, which is maximized in conjunction with an expansive, national rollout strategy. In fact, although a national rollout can be more beneficial early, the results show that for retailers that adopt mobile payments later, there is no difference between using an expansive rollout or a more limited, phased rollout strategy.
Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environme... more Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employees, often requiring them to enforce mask mandates and police customer deviant behavior (CDB). While extant work has investigated the impact of policing, or guardianship, for customers and firms, there has been limited examination regarding the policies themselves and the corresponding toll exacted upon frontline employees (FLEs) and their managers (FLMs). Thus, this phenomenon warranted an in-depth, multi-method investigation, including a full-scale qualitative exploration substantiated and extended via three experiments and a survey. The qualitative approach probes employees’ feelings about and identifies categories of CDB in retail service settings as well as develops a novel typology of guardianship policies (policy type x approach style). The subsequent studies empirically test the CDB guardianship typology in the context of a particularly detrimental type of CDB—shoplifting, while advancing understanding of firm-related (guardianship expectations), employee-related (trait anxiety) and job role-related (FLE vs FLM) contextual factors impacting perceptions of policy fairness and turnover intentions. The findings provide rich insights for practitioners and scholars by offering a novel guardianship typology and an extensive agenda for future research.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2018
The proliferation of social media has made it easier than ever for customers to compare the price... more The proliferation of social media has made it easier than ever for customers to compare the prices they have paid for products and services, in addition to how they come across “deals.” Price fairness judgments have been shown to be influenced by consumers’ comparisons to other consumers, or referents, regarding the prices paid by each for the same or similar products, with the prevailing sentiment being that it is unfair for one customer to receive a better price than another customer for the same product purchased from the same retailer. The current work examines how referent effort and referent loyalty influence referent deservingness perceptions and serve to justify price inequality in such a scenario. In three experiments, we demonstrate a consistent process through which customer purchase efforts serve to influence evaluations of a customer’s deservingness to receive a lower price, ultimately explaining evaluations of price fairness in consumption scenarios where one customer pays a lower price than another customer for the same product. The theoretical and managerial implications of these findings are discussed.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2017
Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and D... more Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and Dahl 2003) and deservingness (Reczek et al. 2014). Popular press provides evidence that consumers are willing to expend effort to get better prices, such as through behaviors exhibited on Black Friday (Tabuchi 2014). Furthermore, academic researchers have called for more investigation on the effects of social cues, such as referent effort—or the effort of another consumer—on consumer judgments of deservingness and price fairness (Darke and Dahl 2003; Haws and Bearden 2006).
Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environme... more Recent disruptions, labor shortages, and fiscal pressures, especially in retail service environments, have necessitated and highlighted changes in the roles and responsibilities of frontline employees, often requiring them to enforce mask mandates and police customer deviant behavior (CDB). While extant work has investigated the impact of policing, or guardianship, for customers and firms, there has been limited examination regarding the policies themselves and the corresponding toll exacted upon frontline employees (FLEs) and their managers (FLMs). Thus, this phenomenon warranted an in-depth, multi-method investigation, including a full-scale qualitative exploration substantiated and extended via three experiments and a survey. The qualitative approach probes employees’ feelings about and identifies categories of CDB in retail service settings as well as develops a novel typology of guardianship policies (policy type x approach style). The subsequent studies empirically test the CD...
Corporations, which in the past have been hesitant to contribute to conversations regarding polit... more Corporations, which in the past have been hesitant to contribute to conversations regarding political and social issues, are increasingly speaking out on current issues such as race, sexual orientation, gender, immigration, and environmental issues. Despite this trend, limited academic research has focused on how corporate sociopolitical activism (CSA) efforts impact firm value. In addition, extant studies have not fully identified the extent to which the firm and their message influence the outcomes of this approach. The current study explores how sociopolitical stances communicated on Twitter affect firms’ stock prices. Results from an event study of 260 incidents of CSA show that CSA efforts decrease firm value by an average of 0.22%, indicating that wading into social or political issues is a risky strategy. However, further analysis highlights the importance of clearly articulating stances on social issues that align with the firm’s core values.
Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic... more Mobile payment technology platforms are quickly gaining popularity. Despite this growth, academic research offers little insight into how adopting mobile payment technology impacts firm value. Further, extant studies are silent on the factors that determine the outcome of pursuing this strategy. Results from an event study of 152 announcements of mobile payments show an increase in firm value by an average of 1.03%, highlighting their effectiveness. Further analysis reveals characteristics of mobile payments that can augment this change in firm value. Specifically, positive firm value accrues when retailers promote the use of mobile payments to their customers. The authors also find that, compared with retailers whose target market comprises older customers, retailers targeting younger customers benefit more from adopting mobile payments. Finally, this study reveals an early-mover advantage, which is maximized in conjunction with an expansive, national rollout strategy. In fact, alt...
Technological advancements have made it easier for firms to bypass traditional distribution netwo... more Technological advancements have made it easier for firms to bypass traditional distribution networks and establish subscription-based direct-to-consumer (SBDTC) channels. Despite their growing popularity, little is known about the effectiveness of these channels. However, pursuing these new channels may not be the best decision for firms even though technology allows it and, in some instances, consumers demand it. Results from an event study of SBDTC channel additions in the cable television industry show that they complicate channel relationships and can lead to conflict, which reduce firm value. Further analysis reveals that firm-specific characteristics and strategic execution factors operate to mitigate the loss in firm value. Specifically, the study results show that channel power diminishes the negative impact of channel conflict, suggesting that firms with greater channel power benefit from adding SBDTC channels. The study also finds that firms marketing high-quality, differe...
Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and D... more Recent research has shown that effort can influence consumers’ judgments of fairness (Darke and Dahl 2003) and deservingness (Reczek et al. 2014). Popular press provides evidence that consumers are willing to expend effort to get better prices, such as through behaviors exhibited on Black Friday (Tabuchi 2014). Furthermore, academic researchers have called for more investigation on the effects of social cues, such as referent effort—or the effort of another consumer—on consumer judgments of deservingness and price fairness (Darke and Dahl 2003; Haws and Bearden 2006).
The proliferation of social media has made it easier than ever for customers to compare the price... more The proliferation of social media has made it easier than ever for customers to compare the prices they have paid for products and services, in addition to how they come across “deals.” Price fairness judgments have been shown to be influenced by consumers’ comparisons to other consumers, or referents, regarding the prices paid by each for the same or similar products, with the prevailing sentiment being that it is unfair for one customer to receive a better price than another customer for the same product purchased from the same retailer. The current work examines how referent effort and referent loyalty influence referent deservingness perceptions and serve to justify price inequality in such a scenario. In three experiments, we demonstrate a consistent process through which customer purchase efforts serve to influence evaluations of a customer’s deservingness to receive a lower price, ultimately explaining evaluations of price fairness in consumption scenarios where one customer ...
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