The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair treatment. This article describes the development of a scale using procedural justice as its theoretic base to measure consumers' perceptions of fair treatment when they complain. Results indicate that consumers make a distinction between the complaint process and the outcome of their complaint, indicating that procedural justice has further research potential. In addition, the proposed scale possesses the psychometric properties of an acceptable scale.

This paper examines the connection between environmental scanning for market intelligence, organizational culture and generic strategies. The generic strategies, based on the Miles and Snow typology, are related to the organizational culture types developed by Deshpande et al. An enhanced model of the one proposed by Deshpande et al. is presented. By providing a more complete model, it is possible to more accurately represent an organization’s interaction with its environment with respect to its generic strategy and scanning approach. Propositions are presented pertaining to the type of scanning approach utilized by organizations in each quadrant. The paper concludes with planning implications for each quadrant.

Purpose -This paper develops and tests a model depicting the drivers of organizational leaders' intentions to use social media for in-bound customer communications in a political marketing context. This model improves practitioners and researchers understanding of what influence leaders' attitudes and intentions toward using social media to enhance marketing communications. Design/methodology/approach -The paper uses mediated OLS regression analysis with survey data collected from a national sample of political candidates running for the US House of Representatives in 2010. Findings -Overall satisfaction with social media for marketing communications and customers' normative expectations that organizations use social media for marketing communications drive leaders' future intentions to use social media for in-bound customer communications. Perceived ease of use, and perceived social media usefulness for in-bound and out-bound customer communications drive overall satisfaction with social media for marketing communications. Research limitations/implications -Leaders support social media as a tool to enhance marketing communications if they perceive relevant social influence and technical applicability. Whereas we find empirical support of our model in a US political context, future research should test our model in other cultural and organizational contexts. Originality/value -This paper addresses a gap between what research addresses in regards to new media and what is happing in practice. This paper adds to the body of research in marketing and other disciplines that explains the integration and use of social media for marketing communications.

<p class="MsoTitle" style="text-align: justify; margin: 0in 0.5in 0pt;"><span style="font-size: 10pt; font-weight: normal;"><span style="font-family: Times New Roman;">This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and both client satisfaction and firm/client conflict in an accounting firm setting.<span style="mso-spacerun: yes;">&nbsp; </span>Using a sample of 154 clients, we confirm that service quality is positively related to clients&rsquo; satisfaction with their accounting firm and negatively related to firm/client conflict.<span style="mso-spacerun: yes;">&nbsp; </span>We also examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take both to increase client satisfaction and to decrease firm/client conflict.</span></span></p>