Browsing by Author "Malhotra, Naresh K."
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Item Open Access Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons(Emerald Group Publishing Limited, 2005) Agarwal, James; Malhotra, Naresh K.; Ulgado, Francis M.; Shainesh, G.; Wu, LanPurpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service “quality.” This paper aims to examine the differences in perception of service quality dimensions between developed and developing economies.Item Open Access Does NAFTA Influence Mexico's Product Image? A Theoretical Framework and an Empirical Investigation in Two Countries(Springer, 2002) Agarwal, James; Malhotra, Naresh K.; Wu, TerryThis paper is an attempt to study the impact of a trading bloc on a member country's product image. Specifically, we examine whether consumers' attitude toward NAFTA influences consumers' confidence, attitude, and purchase intention of Mexican-made product. Drawing from stimulus generalization and attitude conditioning theory, a theoretical ethic-based cross-cultural model is developed and tested using two samples of student buyers/users of Mexican-made personal computers in the United States and Canada.Item Open Access Heterogeneity of regional trading blocs and global marketing strategies A multicultural perspective(Emerald Insight, 1998) Agarwal, James; Malhotra, Naresh K.; Baalbaki, ImadWith the rapid emergence of trading blocs in the multicultural market, this paper attempts to meet several ojectives. First, it discusses the growing importance and underlying motives of regional trading blocs in a multicultural setting. The level of heterogeneity of each trading bloc is examined with implications for market segmentation. The critical role of strategic alliances in the context of regional trading blocs is discussed next. Finally, marketing strategies are recommended for firms marketing to countries within its trading bloc as well as to countries outside its trading bloc.Item Open Access An integrated model of attitude and affect: Theoretical foundation and an empirical investigation(Elsevier, 2005) Agarwal, James; Malhotra, Naresh K.The affect (feelings and emotions) and attitude (evaluative judgment based on brand beliefs) streams of research are combined to propose an integrated model of attitude and choice. The essence of the proposed model is based on the interaction effect between affect and cognition. The predictive validity of the proposed model is tested and compared to several other nested models using a regression and logit framework. Results indicate that the proposed model is significantly better than the traditional multiattribute model both in terms of percentage correctly classified and predictive validity. The proposed interaction model is also tested using structural equations modeling with gratifying results. Building on the Kenny and Judd [Psychol. Bull. 96 (1984) 201] approach, the interaction term is estimated using both the Ping [J. Acad. Mark. Sci. 22 (4) (1994) 364; J. Mark. Res. 32 (3) (1995) 336] method and Joreskog and Yang [Nonlinear structural equation models: the Kenny–Judd model with interaction effects. In: Marcoulides GA, Schumacker RE, editors. Advanced Structural Equation Modeling: Issues and Techniques, Mahwah, NJ: Erlbaum, 1996] method. Important findings and implications are discussed together with directions for future research.Item Open Access International Services Marketing: A Comparative Evaluation of the Dimensions of Service Quality between Developed and Developing Countries(Emerald Insight, 1994) Agarwal, James; Malhotra, Naresh K.; Ulgado, Francis M.; Baalbaki, Imad B.Discusses and applies a general framework for services quality to make a comparative evaluation of ten dimensions of service quality between developed and developing countries. Derives specific hypotheses for each of the service quality dimensions based on the relevant environmental factors characterizing developed and developing economies. Discusses managerial implications of the hypotheses that are derived, and proposes the empirical investigation of these hypotheses as a direction for future research.Item Open Access Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model(INFORMS, 2004) Agarwal, James; Malhotra, Naresh K.; Kim, Sung S.The lack of consumer confidence in information privacy has been identified as a major problem hampering the growth of e-commerce. Despite the importance of understanding the nature of online consumers' concerns for information privacy, this topic has received little attention in the information systems community. To fill the gap in the literature, this article focuses on three distinct, yet closely related, issues. First, drawing on social contract theory, we offer a theoretical framework on the dimensionality of Internet users' information privacy concerns (IUIPC). Second, we attempt to operationalize the multidimensional notion of IUIPC using a second-order construct, and we develop a scale for it. Third, we propose and test a causal model on the relationship between IUIPC and behavioral intention toward releasing personal information at the request of a marketer. We conducted two separate field surveys and collected data from 742 household respondents in one-on-one, face-to-face interviews. The results of this study indicate that the second-order IUIPC factor, which consists of three first-order dimensions—namely, collection, control, and awareness—exhibited desirable psychometric properties in the context of online privacy. In addition, we found that the causal model centering on IUIPC fits the data satisfactorily and explains a large amount of variance in behavioral intention, suggesting that the proposed model will serve as a useful tool for analyzing online consumers' reactions to various privacy threats on the Internet.Item Open Access Methodological issues in cross‐cultural marketing research: A state‐of‐the‐art review(Emerald Insight, 1996) Agarwal, James; Malhotra, Naresh K.; Peterson, MarkNotes that methodological problems are hampering the growth of cross‐cultural marketing research and presents a review of methodological issues to address these problems. Organizes these issues around a six‐step framework which includes elements such as problem definition, the development of an approach and research design formulation. Notes that the marketing research problem can be defined by comparing the phenomenon or behaviour in separate cultural contexts and eliminating the influence of the self‐reference criterion. Discusses issues in data analysis such as treatment of outliers and standardization of data. Concludes with an interpretation of results and report presentation.Item Open Access A Stakeholder Perspective on Relationship Marketing(Taylor & Francis, 2002) Agarwal, James; Malhotra, Naresh K.This paper proposes a broad framework of relationship marketing using the stakeholder approach. Drawing from Peck et al. (1999) framework and proposing several modifications, the authors identify the following relational groups-supplier markets, customer markets (channels), customer markets (end users), competitor markets, external influence markets, and internal markets. The growing importance of strategic alliances is reflected in all constituent groups as well as in a proposed modification of the Berry and Parasuraman (1991) levels of relationships. This paper also re-examines the strategic role of the traditional marketing mix strategies (namely, product, price, place, and promotion) in the new relationship paradigm. Finally, implementation strategies for the stakeholder markets, in general, and customer markets, in particular, are proposed. Several propositions are derived throughout the paper, many of which can be fertile areas for future research investigations.