Consumer action in response to ethical violations by service operations firms: the impact of heterogeneity
Consumer action in response to ethical violations by service operations firms: the impact of heterogeneity
Purpose: The objective of this study is to examine whether individual demographic and socio-cultural factors impact upon actions taken by consumers in relation to ethical violations and failure (or perceived ethical violations and failure) by service operations firms.
Design/methodology/approach: Data are obtained from a survey of 3155 respondents from 19 countries. Data analysis is undertaken using hierarchical multilevel linear (HLM) modelling and post-hoc log-linear modelling.
Findings: The findings suggest that although both individual demographic factors (age and gender) and societal differences do impact upon ethical actions taken by service consumers, inter-societal cluster variations have a more significant impact upon ethical action than individual demographic differences do.
Originality/value: For service operations firms, the study findings offer evidence on the need for constant readjustment of service attributes in line with the ethical dispositions of the different demographic and socio-cultural clusters within the consumer base.
service operations, consumer, values, actions, hierarchical mutilevel linear modelling
1-38
Chipulu, Maxwell
12545803-0d1f-4a37-b2d2-f0d21165205e
Ojiako, Udechukwu
ba4aa342-5408-48d7-b71d-8197388bbb80
Marshall, Alasdair
93aa95a2-c707-4807-8eaa-1de3b994b616
October 2016
Chipulu, Maxwell
12545803-0d1f-4a37-b2d2-f0d21165205e
Ojiako, Udechukwu
ba4aa342-5408-48d7-b71d-8197388bbb80
Marshall, Alasdair
93aa95a2-c707-4807-8eaa-1de3b994b616
Chipulu, Maxwell, Ojiako, Udechukwu and Marshall, Alasdair
(2016)
Consumer action in response to ethical violations by service operations firms: the impact of heterogeneity.
Society and Business Review, 11 (1), .
(doi:10.1108/SBR-09-2015-0052).
Abstract
Purpose: The objective of this study is to examine whether individual demographic and socio-cultural factors impact upon actions taken by consumers in relation to ethical violations and failure (or perceived ethical violations and failure) by service operations firms.
Design/methodology/approach: Data are obtained from a survey of 3155 respondents from 19 countries. Data analysis is undertaken using hierarchical multilevel linear (HLM) modelling and post-hoc log-linear modelling.
Findings: The findings suggest that although both individual demographic factors (age and gender) and societal differences do impact upon ethical actions taken by service consumers, inter-societal cluster variations have a more significant impact upon ethical action than individual demographic differences do.
Originality/value: For service operations firms, the study findings offer evidence on the need for constant readjustment of service attributes in line with the ethical dispositions of the different demographic and socio-cultural clusters within the consumer base.
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More information
Accepted/In Press date: January 2016
Published date: October 2016
Keywords:
service operations, consumer, values, actions, hierarchical mutilevel linear modelling
Organisations:
Centre of Excellence in Decision, Analytics & Risk Research
Identifiers
Local EPrints ID: 385275
URI: http://eprints.soton.ac.uk/id/eprint/385275
ISSN: 1746-5680
PURE UUID: cd7bda2b-5f51-4e81-8c41-5b3815e78f46
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Date deposited: 18 Jan 2016 15:05
Last modified: 15 Mar 2024 03:33
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Contributors
Author:
Maxwell Chipulu
Author:
Udechukwu Ojiako
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