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Your search keyword '"Wallenburg, Carl Marcus"' showing total 7 results
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7 results on '"Wallenburg, Carl Marcus"'

5. On merchandise return policy, entrepreneurial internet retail, and customer reviews – Insights from an observational study.

Author

García‐Dastugue, Sebastián J., Nilakantan, Rahul, Wallenburg, Carl Marcus, and Rao, Shashank

Subjects
ELECTRONIC commerce, CONSUMERS' reviews, BUSINESS success, BUSINESSPEOPLE, SCIENTIFIC observation, ONLINE marketplaces, PRODUCT returns
Abstract

The rapid growth of Internet retail platforms (e.g., Shopify and Wix) and marketplaces (e.g., Amazon, eBay, and Etsy) has given rise to a new wave of entrepreneurship. These are platform entrepreneurs—individuals who establish micro‐retail businesses on third‐party platforms. While there are now millions of such entrepreneurs worldwide, there has been limited scholarly investigation regarding the role of Logistics and Supply Chain Management (LSCM) policies that they can adapt to benefit their small businesses. Because the success of such businesses is intricately driven by the reviews they receive, we deem it essential to investigate how such reviews may be related to their LSCM policies. We conduct an observational field study at one such small platform seller. By investigating items sold under varying merchandise return policies (MRPs), we seek to isolate the relationship between MRP, and the likelihood, positivity, and depth of the reviews left by shoppers. Based on the concept of contractuality, rooted in Sociometer Theory, our results reveal that a more lenient MRP may serve as a perk that may positively impact the customer's review writing. However, the relationship is not monotonic. Instead, there is evidence that the effect of extended MRP leniency on reviews tapers off beyond a certain point. [ABSTRACT FROM AUTHOR]

Published
2024
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7. Feeling Exploited but Wanting to Stay? Playful Service Climate as a Double-Edged Sword.

Author

Walsken, Jan Eric, Gerpott, Fabiola Heike, Wallenburg, Carl Marcus, and Breevaart, Kimberley

Abstract

Through three empirical studies, we examine the potential paradoxical effects of a Playful Service Climate (PSC) in service organizations. On the one hand, drawing from the service climate literature and social exchange theory, we propose a positive relation between PSC and employees' affective display during customer interactions, customer satisfaction, and their emotional ties to the organization (i.e., employees' affective commitment). On the other hand, we argue that employees' increased affective commitment may decrease employees' intentions to leave the organization when they are exploited by the organization. In Study I, we demonstrate that PSC relates to an enhanced emotional bond to the organization and increased display of positive affect (in text and video) in customer interactions. Study II shows that customers are more satisfied with PSC services compared to regular SC services. Study III reveals that a strong emotional bond to the organization nonlinearly moderates the relation between perceived exploitation and turnover intentions. Our research contributes to the service climate literature by considering PSC and its implications for employee and organizational outcomes as a double-edged sword. [ABSTRACT FROM AUTHOR]

Published
2024
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