Purpose-This study aims to introduce a predictive, trait-based framework to understand Jay Customer behavior in service industries. Building on Social Exchange Theory (SET), it explores how antisocial personality traits-collectively known as the Dark Triad (Machiavellianism, Narcissism and Psychopathy)-predict deviant customer behavior and how contextual moderators shape this relationship. Design/methodology/approach-A large-scale survey (n =830) was conducted using validated scales to measure Dark Triad traits, Jay Customer behavior and situational moderators, including boredom, sensation seeking, stress and service context (business vs leisure). Hypotheses were tested using regression analysis. Findings-Dark Triad traits strongly predict Jay Customer behavior across verbal, physical and financial misconduct. This relationship is significantly moderated by boredom, sensation seeking and leisure service contexts. Contrary to expectations, stress has a direct effect on misbehavior but does not moderate the trait-behavior relationship. The model explains over 63% of the variance in Jay Customer behavior. Research limitations/implications-This study advances SET by introducing the concept of conditional SET compliance, demonstrating that individuals with antisocial traits strategically violate reciprocity norms, especially under low-cost, high-stimulation conditions. It contributes a novel integration of personality psychology into the service marketing domain. Practical implications-Findings offer actionable strategies for frontline service management, including personality-informed customer profiling, context-specific service design and early behavioral flagging. Recommendations are offered for employee training and policy customization in leisure versus business environments. Social implications-Proactively managing disruptive behavior can reduce psychological strain on service employees and enhance service environments for all customers, contributing to improved well-being and operational sustainability. Originality/value-To the best of the authors' knowledge, this study is the first to apply the Dark Triad framework to predict Jay Customer behavior, shifting the focus from descriptive typologies to a proactive, trait-based model. It extends SET through the concept of conditional compliance and offers practical strategies for managing customer deviance-particularly relevant in the post-pandemic service landscape.

Prior research shows that using mimetic isomorphism to select price/quality product strategies results in superior performance in the United States, the European Union, and Japan for both developed economy and emerging market manufacturers. However, do these results generalize in the case of emerging market service providers? Due to the nature of services, customers cannot gauge service quality prior to consumption, and they must rely on other cues; commonly, consumers rely on the brand name as a proxy. We theorize that for emerging market service providers, choosing a strategy of “distinctiveness” (pursuing a nondominant price/quality strategy) offers a way to differentiate their offering from the mimetic choice, resulting in superior performance. Implications for theory and practice are discussed.

Previous research has shown that long surveys negatively impact response rate and can negatively impact the quality of the data collected through respondent fatigue. Several solutions have been tried including survey design, incentivizing respondents, esthetically enhancing surveys, infusing secondary data and shortening the scales; however, these actions create their own problems that further impact the quality of data. The purpose of this paper is to illustrate the use of a modified version of a commonly used method in medical research, Randomized, Multicenter, Parallel-Arm Research Design. This methodology is proposed as a solution to lengthy surveys in social science research for specific types of applications. Using a typology research example, a survey with 1020+ items was divided (into three parallel arms) using this methodology, given to different respondents (randomly across multiple centers), later recombined and analyzed. Exploratory results demonstrate the potential of the methodology for use in social science research. The most critical element to ensure successful use of this methodology is the creation of relevant inclusion criteria for the samples of interest.

Previous research shows the direct selling system helping BOP populations in South Africa. We seek to extend this by examining if countries typified by large “base-of-the-pyramid” (BOP) are fertile ground for direct selling? Can direct sellers do well by doing good for BOP populations and the environment? Using data from a sample of 51 developed and developing countries representing over 90% of world GDP, we found that direct selling market penetration is positively related to gender inequality, income inequality, and less financial freedom. Implications for MNEs, as well as national and policy makers in subsistence markets are discussed.

Distinctions are usually drawn between social entrepreneurship and corporate social responsibility based upon the implications, the impact, and the stimulus required. Limited empirical evidences are there in the existing literature to suggest any connect between social entrepreneurship and corporate social responsibility. This article points out the efforts of development and encouragement of social entrepreneurship as a CSR activity by a large public listed coal mining and refining company. Company makes a significant contribution towards the overall coal production in India. The study field is concentrated around main basin located in Singrauli district of Madhya Pradesh in India. Implications are drawn based upon the success observed in the initiative and future directions and explored.

Purpose - The purpose of this research is to develop a taxonomy of the impact of sales process regulations, guidance statements and laws (henceforth, referred to as "regulations") on sales behaviours within the pharmaceutical industry, particularly as it relates to those within the USA.Design/methodology/approach - Given the large number of regulations, guidance statements and laws and sales behaviours that comprise the domain of this study, this research uses a "multicenter, parallel-arm clinical trial data gathering method". This approach aggregated or "stacked" the responses from three individual questionnaires; 7,493 total observations generated by 381 respondents were analyzed.Findings - The analysis produced a six-cluster solution of regulations, guidance statements and laws indicating distinct taxonomic structures of items that affect selling activities.Research limitations/implications - The research was conducted with a single firm in the USA. Therefore, results may not be applicable to other geographical areas, firms and industries.Practical Implications - The knowledge of which behaviours are perceived by the salespeople to be impacted by what regulations, guidance statements and laws provides managers with a useful tool to sort their own companies' regulations on the basis of the classification scheme.Originality/value - This paper provides a novel taxonomic approach to organize sales activities affected by regulations, guidance statements and laws which provides a look at the unintended consequences of the item not compliance. Additionally, it uses a research methodology relatively unknown to social science inquiry.

Previous research on international market selection (IMS) typically is a-theoretical in nature and primarily focuses on a few, mostly developed countries. Here, we address both issues by (1) using factor endowment theory to predict IMS choices for the direct selling industry and (2) for a sample that includes 51 developed and developing countries representing 91% of total global GDP. Results indicate that the direct selling industry thrives in international markets with greater income inequality, greater female income inequality, less financial freedom, and access to the Internet. Implications of our study are discussed.

Purpose– The purpose of this paper is to use a theoretical framework (institutional theory) to predict international market selection (IMS) for the direct selling industry.Design/methodology/approach– The authors use independent variables taken from institutional theory to predict IMS for the direct selling industry, allowing the authors to show the relationship between institutional theory – defined independent variables and the relative attractiveness of international markets. The model is applied to a broad sample of 51 developed and emerging nations that comprise 91 percent of worldwide GDP.Findings– The authors found that the hypotheses were confirmed. Institutional theory – defined independent variables did a good job of predicting the relative attractiveness of international markets.Research limitations/implications– The authors used cross sectional country level data to validate their model. One major implication: institutional theory appears to do an excellent job of predicting IMS in contrast to geographic proximity or cultural similarity for the direct selling industry.Practical implications– Managers should consider formal and informal aspects of the institutional environment, when selecting new international markets.Originality/Value– In contrast to most IMS papers, the authors apply a theory to predict IMS outcomes, helping to provide greater potential generalizability. The authors show that selected dimensions of institutional theory do a good job of predicting IMS for the direct selling industry. Future efforts may wish to apply institutional theory to new IMS contexts. The authors conclude with managerial implications.

In an effort to advance the International Market Selection (IMS) literature, we draw on factor endowments theory, a well-established theory from the economics and international trade literature, to examine how direct selling businesses choose countries for global expansion. Hierarchical regression was used to test the notion that two “cheap and abundant domestic factors” drive the attractiveness of specific international locations: (1) the abundance of cheap available labor and (2) access to an inexpensive channel linking direct sellers to their customers. Our sample consisted of 51 countries, representing 92

Can Dunning's OLI (Ownership, Location, Internalization) framework be extended from predicting FDI location decisions and entry mode choices to other international strategic decisions? Using data from 891 new (two years or younger) Japanese foreign subsidiaries, we investigate the relationship between Dunning's OLI variables and expatriate staffing ratios (the ratio of expatriates to local employees). We found empirical support for Dunning's framework as a predictor of Japanese new subsidiary expatriate staffing ratios. Implications and directions for future research are discussed.

Engaging students and motivating them to learn is a continuous challenge for university faculty. This paper discusses the introduction of competition into the classroom in conjunction with experiential role-play exercises as an effective pedagogical tool for teaching selling skills. Role-play sales competition combines three teaching methods and solves several logistical issues related to the use of role-play exercises. These methods are reviewed in the context of sales education and followed by a discussion of the resources and implementation required.

PurposeThe purpose of this paper is to offer an assessment of the international direct marketing environment.Design/methodology/approachThis paper uses political, economic, social, and technological (PEST) analysis to investigate the business environment of international direct marketing. This framework is commonly used as a way of assessing the context of international marketing.FindingsGlobalization, technological innovation, and the spread of free‐market governance have created new and interesting opportunities for managers who decide to use direct marketing to sell their products overseas.Practical implicationsFor managers considering international direct marketing, a careful assessment of market prospects and a thoughtful evaluation of the PEST environment should maximize potential opportunities while minimizing the risks associated with foreign markets.Originality/valueThis paper provides an overview of the international direct marketing environment and can, therefore, be used by practioners in their efforts to shapes direct marketing strategy.

As we celebrate the silver anniversary of this journal, it is time to assess the development of sales as a profession. This paper uses the sociology of work literature to develop six criteria society uses in making the attribution of a work group as a profession. Sales is then examined on each of those six dimensions. It is concluded that our discipline meets or exceeds four of the requirements, has mixed results on one construct, and falls short on another criterion. Progress will require the development and enforcement of an ethical code. A strong professional association for all salespeople across all industries could also be very useful in this regard. Future use of technology by salespeople will also impact client views of sales as a profession. Additional informationNotes on contributorsJon M. HawesJon M. Hawes (Ph.D., University of Arkansas), Professor of Marketing and Director of the Fisher Institute for Professional Selling, University of Akron, jhawes@uakron.edu.Anne K. RichAnne K. Rich (M.B.A. Candidate, University of Akron), Graduate Assistant, College of Business, University of Akron, anner7@hotmail.com.Scott M. WidmierScott M. Widmier (Ph.D., Arizona State University), Associate Professor of Marketing and International Business, College of Business,University of Akron, widmier@uakron.edu.

ABSTRACT The opportunities available in the global marketplace have created a challenging and highly competitive business environment. One of the problems in operating in such an environment is the fact that, while there may be some tendency toward global consumptive behavior, substantial differences between consumers remain. The purpose of this study is to explore the extent to which consumers in different markets differ in terms of the physical and nonphysical product attributes emphasized when purchasing specialty, shopping and convenience products. The results show significant differences do exist between French and Malaysian consumers.