Business Commons^™

The Impact Of Business-To-Business Salespeople’S Social Media Use On Value Co-Creation And Cross/Up-Selling: The Role Of Social Capital, Omar S. Itani, Vishag Badrinarayanan, Deva Rangarajan

Marketing Faculty Publications and Presentations

Purpose

This study aims to develop and test a process model of the effect of social media use by business-to-business (B2B) salespeople on their value cocreation and cross/upselling performance. Adopting a research acquisition perspective, the authors claim that salesperson’s social media use is critical for generating social capital – an operant resource characterized by superior market knowledge, reputation and networking – which, in turn, directly and synergistically enhances value cocreation and cross/upselling outcomes.

Design/methodology/approach

A model is developed based on extant sales research on salesperson’s social media use and social capital theory. Data from B2B salespeople is analyzed using structural …

Corporate Foreign Policy In War, Kishanthi Parella

Scholarly Articles

On February 24, 2022, Russian troops invaded Ukraine. Over a year later, the war has claimed tens of thousands of lives and led to the displacement of millions. In Spring 2023, both Ukrainian and Russian forces prepared new offensives, while the United States committed to providing Ukraine with military tanks—a move that Russian officials had previously warned would constitute direct involvement in the war. While countries debated how to respond, we also witnessed the privatization of foreign policy as hundreds of companies around the world similarly sought to assist Ukraine or punish Russia using the tools of national foreign policy—humanitarian …

Why Corporate Success Requires Dealing With The Past, Sarah Federman, Judith Schrempf-Stirling

School of Peace Studies: Faculty Scholarship

Customers, employees, and citizens expect companies to address historic transgressions and work toward a positive legacy.

Businesses’ past involvement or complicity in atrocities and human rights abuses such as slavery and genocide is a pressing concern for stakeholders today. Managers who meaningfully engage with their companies’ past actions can address historic harms while simultaneously contributing to their companies’ future success. The authors examine the factors that are pushing companies to take action now, and they offer guidance to help leaders begin the process of moving forward.

Avoiding The Appearance Of Virtue: Reactivity To Corporate Social Responsibility Ratings In An Era Of Shareholder Primacy, Ben W. Lewis, W. Chad Carlos

Faculty Publications

We examine why organizations may at times decrease their performance after receiving a positive rating. We argue that in contrast to the prevailing assumption that organizations will strive for favorable ratings to achieve reputational benefits, incompatibility between a positive rating and a dominant institutional logic may cause recognized firms to question the perceived value of maintaining superior performance, thus leading them to strategically reduce their efforts on the rated dimension. Using a difference-in-differences design, we examine how companies responded to being rated as charitable organizations, an evaluation that we argue was generally perceived as incompatible with the dominant logic of …

The Effects Of Csr Reputation And Csr Crisis Response Strategy On Investor Judgments, Clarence Goh

Research Collection School Of Accountancy

I use a controlled experiment to examine, in the context of CSR crises, whether investors’ investment judgments are influenced by a firm’s CSR reputation and CSR crisis response strategy. I find that for good CSR reputation firms, the use of a rebuild or deny crisis response strategy does not lead to improvements in investment judgments. However, for bad CSR reputation firms, the use of a deny response strategy leads to improvements in investment judgments while the use of a rebuild strategy does not.

The Biasing Impact Of Positive Instructor Reputation On Student Evaluations Of Teaching, D. Brian Mcnatt

Management Faculty Publications and Presentations

A naturally-occurring intervention in a longitudinal field setting (4 months) was used to examine the presence and biasing impact of a positive reputation on subsequent ratings of work performance (student evaluations of teaching). During pre-semester interactions, first-year MBA students received information from second-year MBAs about their upcoming professors and classes. Favorable information about the two professors and course examined in the present study caused a positive reputation. Results indicated that despite four months of experiencing actual performance, the positive reputation hindered students’ decision-making process resulting in biasedly inflated ratings of instructor performance and halo error judgments of course materials, grading, …

Destruction And Reconstruction Of Corporate Reputation In The International Business Network Context, Nikolina Koporcic, Maria Ivanova-Gongne, Jan-Åke Törnroos, Olga Dziubaniuk

Association of Marketing Theory and Practice Proceedings 2022

The purpose of this study is to illustrate how a firm’s corporate reputation can be destroyed by the actions of business partners and other network actors, and what the company can do to reconstruct its reputation. The study case exemplifies the importance of reputation and close interactions with foreign business partners in developing countries. Secondary data of a Nordic-based MNC, Stora Enso, is collected, interpreted, and analyzed. We observed issues surrounding the reputation change of the MNC, while focusing on the actions of their business partners. The paper provides empirical insights into the process of reputation destruction and …

The Application Of Kahneman’S Concepts To Marketing Police In Ontario, Canada, Pritpal Thind, Steve Lemay, Dave Mcmahon

Association of Marketing Theory and Practice Proceedings 2022

Marketing concepts are rarely applied to policing, although for most modern societies it is an essential function and part of the social contract between governments at all levels and the publics they serve. In this paper, we look specifically at how marketing concepts apply to policing in Ontario, Canada. We frame our examination with concepts like the halo effect, the availability effect, and other ideas outlined by Kahneman (2013).

Executive Dismissal Or Retention? A Study Of Performance, Power, And Survival For College Basketball Coaches, David B. Wangrow, Evan Schwartz, Margaret Hughes-Morgan

Management Faculty Research and Publications

This study applies upper echelons theory associated with executive dismissal and power to examine the relationships of performance and four types of executive power—structural, prestige, expert, and governance concentration—with dismissal. Using the context of National Collegiate Athletic Association college basketball, in which coaches are completely responsible for strategies and human capital acquisition and retention, a curvilinear relationship between performance and dismissal is found. Significant relationships for prestige and expert power with dismissal are also found, but the “honeymoon period” is longer than prior studies of executive and coach dismissal have shown. Surprisingly, concentrated governance is found to …

Managing Reputation, Sustainability, And Self Interest: The Case Of Ceo Remuneration In The United States And The Importance Of Being Earnest, Ernest H. Hall, Jooh Lee

Rohrer College of Business Departmental Research

Executive compensation has long been a lightning rod of interest in the popular press and frequently makes the headlines . It seems that everyone has an opinion on the subject, with most demanding an end to inflated compensation packages . Depending on whether you are a member of the C suite or not will likely skew your opinion on the matter. Given that the CEO is the most visible manifestation of the company to the outside world it is common to fixate on the way in which they are being compensated. However, after all of the research that has been …

The Effects Of Tax Avoidance News On Employee Perceptions Of Managers And Firms: Evidence From Glassdoor.Com Ratings, Yoojin Lee, Shaphan Ng, Terry Shevlin, Aruhn Venkat

Research Collection School Of Accountancy

We examine whether employee perceptions of managers and firms fall following tax avoidance news. Using S&P 500 firms and generalized difference-in-differences specifications, we find that tax avoidance news negatively affects employee perceptions of managers and firms. In cross-sectional tests, we find that (1) firms and managers in consumer-facing industries suffer larger employee-related perception changes from tax avoidance news compared to other firms, and (2) well-performing firms and their managers face smaller perception changes than other firms and managers. Overall, our results are consistent with tax avoidance news negatively affecting employee perceptions of managers and firms.

Board Member Exit Following Analyst Downgrades And Negative Media Coverage, Center For Executive Succession

Research Briefs

Negative media coverage and star analyst downgrades increase likelihood of directors exiting the board by 57% and 30%. • Board chairs were 24% less likely to leave than non-board chairs following star analyst downgrades. • Longer tenured directors were more likely to depart in the face of both negative media coverage (16%) and star analyst downgrades (36%).

The Rules Of The Game: Discursive Norms And Limits In The Field Of Online Art Magazines, Tommie Soro, Tim Stott, Brendan K. O'Rourke

Articles

This article employs methods of discourse analysis and corpus linguistics within a Bourdieusian theoretical framework to examine the discursive norms and limits regulating the construction of reputation by online contemporary art magazines. Moving between quantitative and qualitative analysis of the websites of online contemporary art magazines, the article identifies salient patterns surrounding the use of modifiers and links these patterns to the normative principles of the artworld. Its findings suggest that positive evaluation is a norm but that the use of explicitly evaluative modifiers is prohibited, that artists are predominantly classified according to nationality and that these classifications can construct …

Order Matters: How Altering The Sequence Of Performance Events Shapes Perceived Quality Formation, Owen Parker, Ke Gong, Rachel Mui, Varkey K. Titus Jr., Jiancheng Du, Gyebi Kwarteng

Department of Management: Faculty Publications

Reputation research often employs rankings which combine both the prominence and perceived quality dimensions of reputation. Though this approach has merit, it neglects nuances in the formation of perceived firm quality – i.e., how stakeholders perceive a firm’s capabilities. Since perceptions are influenced by how information is presented, we posit that the patterns of a firm’s performances – their order and interval – explain variance in perceived quality beyond valence (absolute performance level), alone. We employ two experiments and an archival study to manipulate product ratings and collect perceived quality scores (experimentally), and use trajectory of performance outcomes to predict …

Reputation Matters: Building Internal Trust And Resilience With Effective Communication, Su Lin Yeo

Research Collection Lee Kong Chian School Of Business

Reputation is a crucial driver of business performance. In today’s crisis-ridden business environment, this corporate quality has never been more prized in organizations. Research has time and again demonstratedthat a favorable reputation offers long-term value for organizations. Reputation impacts everything from financial to relationships represented by public’s confidence in brand equity, human capital, earnings and future growth. Reputation-led companies have been shown to set the standard by leading the pack for other businesses to follow, and in times of a crisis, the reputation capital that they have amassed enable them to better recover from economic storms. However, unlike other business …

Law School News: Remembering Rwu Laws Founding Dean 9-10-2019, Roger Williams University School Of Law

Life of the Law School (1993- )

No abstract provided.

The Impact Of Social Media On Reputational Risk, Samantha Claire Hamilton

Senior Honors Projects

In the era of social media, reputation is a crucial feature of business activity and can help companies attract customers and reach the economies of scale and scope that justify their investment. Reputational risk is a challenging topic. This is partly because it involves temporal perception and stock market frenzy like we saw with the first bubble, Tulipmania, and the Dotcom Bubble. These potential threats have strengthened due

to social media platforms playing a main role in these “panic-in, panic out” investing behaviors. As we see from many company crises, this reputational value can grow and then disappear in moments. …

Toward A Horizontal Fiduciary Duty In Corporate Law, Asaf Eckstein, Gideon Parchomovsky

All Faculty Scholarship

Fiduciary duty is arguably the single most important aspect of our corporate law system. It consists of two distinct sub-duties—a duty of care and a duty of loyalty—and it applies to all directors and corporate officers. Yet, under extant law, the duty only applies vertically, in the relationship between directors and corporate officers and the firm. At present, there exists no horizontal fiduciary duty: directors and corporate officers owe no fiduciary duty to each other. Consequently, if one of them fails her peers, they cannot seek direct legal recourse against her even when they stand to suffer significant reputational and …

Reputation Concerns Under At-Will Employment, Jian Sun, Dong Wei

Research Collection Lee Kong Chian School Of Business

We study a continuous-time model of long-run employment relationship with fixed wage and at-will firing; that is, termination of the relationship is non-contractible. Depending on his type, the worker either always works hard, or can freely choose his effort level. The firm does not know the worker’s type and the monitoring is imperfect. We show that, in the unique Markov equilibrium, as the worker’s reputation worsens, his job becomes less secure and the strategic worker works harder. We further demonstrate that the relationship between average productivity and job insecurity is U shaped, which is consistent with typical findings in the …

Good Guys Can Finish First: How Brand Reputation Affects Extension Evaluations, Sarah Lefebvre, Zachary Johnson, Huifang Mao, Jaishankar Ganesh

Faculty & Staff Research and Creative Activity

This research investigates how consumer evaluations of brand extensions are affected by two distinct types of brand reputation: a reputation for social responsibility built through commitments to societal obligations, versus a reputation for ability developed by delivering quality offerings. Through six studies, we establish that while the two reputation types equivalently influence high fit brand extensions, a reputation for social responsibility (vs. ability) leads to more favorable responses toward low fit brand extensions by inducing a desire to support and help the company that has acted to benefit consumers. Furthermore, the facilitative effect of social responsibility on low fit brand …

Enhancing Consumer Engagement In An Online Brand Community Via User Reputation Signals: A Multi-Method Analysis, Sara Hanson, Lan Jiang, Darren Dahl

Marketing Faculty Publications

Generating and maintaining consumers’ engagement in online brand communities is critical for marketing managers to enhance relationships and gain customer loyalty. In this research, we investigate how the type of signal used to indicate user reputation can enhance (or diminish) consumers’ community engagement. Specifically, we explore differences in perceptions of points (i.e., point accrual systems), labels (i.e., descriptive, hierarchical identification systems), and badges (i.e., descriptive, horizontally-ordered identification systems). We argue that reputation signals vary in the degree to which they can provide role clarity—the presence of user roles that deliver information about expected behaviors within a group. Across several studies, …

Improving Human Rights Compliance In Supply Chains, Kishanthi Parella

Scholarly Articles

Corporations try to convince us that they are good global citizens: “brands take stands” by engaging in cause philanthropy; CEOs of prominent corporations tackle a variety of issues; and social values drive marketing strategies for goods and services. But despite this rhetoric, corporations regularly fall short in their conduct. This is especially true in supply chains where a number of human rights abuses frequently occur. One solution is for corporations to engage in meaningful human rights due diligence that involves monitoring human rights, reporting on social and environmental performance, undertaking impact assessments, and consulting with groups whose human rights they …

Third Party Employment Branding: What Are Its Signaling Dimensions, Mechanisms, And Sources?, Brian R. Dineen, Greet Van Hoye, Filip Lievens, Lindsay Mechem Rosokha

Research Collection Lee Kong Chian School Of Business

Massive shifts in the recruitment landscape, the continually changing nature of work and workers, and extraordinary technological progress have combined to enable unparalleled advances in how current and prospective employees receive and process information about organizations. Once the domain of internal organizational public relations and human resources (HR) teams, most employment branding has moved beyond organizations’ control. This chapter provides a conceptual framework pertaining to third party employment branding, defined as communications, claims, or status-based classifications generated by parties outside of direct company control that shape, enhance, and differentiate organizations’ images as favorable or unfavorable employers. Specifically, the authors first …

Marking To Market And Inefficient Investment Decisions, Clemens A. Otto, Paolo F. Volpin

Research Collection Lee Kong Chian School Of Business

We examine how mark-to-market accounting affects the investment decisions of managers with reputation concerns. Reporting the current market value of a firm’s assets can help mitigate agency problems because it provides outsiders (e.g., shareholders) with new information against which the management’s decisions can be evaluated. However, the fact that the assets’ market value is informative can also have a negative side effect: managers may shy away from investments that indicate conflicting private information and would damage their reputation. This effect can lead to inefficient investment decisions and make marking to market less desirable when market prices are more informative.

Do Independent Directors Tell The Truth, The Whole Truth, And Nothing But The Truth When They Resign?, Keren Bar-Hava, Sterling Huang, Benjamin Segal, Dan Segal

Research Collection School Of Accountancy

We examine the informativeness and credibility of independent directors’ stated resignation reasons. We posit that having access to private information, directors may resign in anticipation of weak future underperformance to limit damage to their reputation and further have an incentive to mask the reason for the resignation. Results show likelihood of resignation increases with director’s reputation and weak future firm performance. In addition, the evidence is consistent with directors obfuscating the reason for departure by providing benign and unverifiable resignation reasons. Investors seem aware of the disclosure incentives of departing directors and react negatively to such resignations. However, investors, by …

The Price Of Praise In The Market For Virtue: A Paradox Of Rating And Recognizing Responsibility, Ben William Lewis

Faculty Publications

In this study, I investigate how organizations respond to positive social ratings. Drawing upon theoretical insights from the organizational literatures on reputation, information disclosure, and commensuration, I argue that positive social ratings that define a specific and fixed threshold for recognition can alter the market price for a signal of virtue, and thus lead high-performing organizations to reduce their subsequent social performance. To test this hypothesis, I examine how large public corporations responded to a social responsibility rating that evaluated and recognized their prior philanthropic efforts. I find that firms recognized for their generosity were more likely to reduce their …

A Tale Of Two Airlines: A Comparative Case Study Of High-Road Versus Low-Road Strategies In Customer Service And Reputation Management, Donna L. Roberts, John C. Griffith

Publications

Customer surveys from Ryanair and Southwest Airline passengers were examined to determine their perceptions on customer service for the period of 2012-2013. Southwest Airlines (n=149) was rated significantly higher than Ryanair (n=165) in overall rating (p=.0228), seat comfort (p<.0001), cabin/staff service (p<.0001), and value (p=.0004). Additionally, passengers would recommend Southwest Airlines at a higher rate than Ryanair (p=.0006). Open area comments emphasized that customer service and policies had a large impact on the ratings. Specifically, 53% of Ryanair customers complained about inefficient or unwelcome processes and discourteous or unfriendly service compared to 29% for Southwest Airlines. Ryanair customers complained about check-in procedures, open seating policy, and fees ranging from oversized carry-on bags to fees for printing out boarding passes. The largest area of complaint for Southwest customers concerned how customers were treated for flight delays.

Reputation And The League Standing Effect: The Case Of A Split Season In Minor League Baseball, Nola Agha, Thomas Rhoads

Sport Management

Split season league design resets standings at the midpoint of the season, thus allowing for two periods in which a team can potentially achieve success in a single season. This context allows us to test both the reputation of the first half winner and the league standing effect on demand. Examination of game-level data from the 2010 Southern League reveals fans are unaffected by measures of both team quality and league standing in the second half of the season. On the other hand, the first half winners saw an 11% increase in attendance as a percent of stadium capacity, suggesting …

The Risk Of Being Ranked: Investor Response To Marginal Inclusion On The 100 Best Corporate Citizens List, Ben William Lewis, W. Chad Carlos

Faculty Publications

Despite the proliferation of lists and rankings that recognize firms for superior performance, empirical studies have been limited in their ability to causally evaluate how inclusion for the marginal firm influences shareholder value. Using a regression discontinuity design, we address this limitation by examining how investors responded to firms that were just barely included or excluded from the 100 Best Corporate Citizens list. Contrary to prevailing theoretical expectations, our findings indicate that marginal firms that were included in the ranking experienced negative abnormal returns compared to marginal firms that were excluded. We discuss how these findings inspire future research on …

Charitable Fundraising: Gaining Donors' Trust On Online Platforms, Deserinas Sulaeman

Research Collection School Of Computing and Information Systems

Trust is crucial in the relationships between charitable fundraisers and potential donors. This study examines factors that can help fundraisers gain potential donors’ trust, which is crucial to the success of the campaigns. Examining charitable fundraising campaigns on an online platform, this study finds that trust issues can be mitigated by providing a campaign description that is more sophisticated, more informative, and with fewer errors. Additionally, setting a higher campaign funding goal tends to lead to a more successful campaign. These characteristics likely reflect a competent, committed, and passionate fundraiser. On the other hand, mere exposure to a wide set …