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The effects of sub-nanometer atomic layer deposition films of titania and alumina are compared for the acrolein hydrogenation selectivity of Pt/SrTiO3 catalysts. The titania-overcoated catalyst is similar to strong metal-support interaction catalysts formed by high temperature reduction, with a thin titania film on top of the supported Pt nanoparticles and an increase in allyl alcohol selectivity, neither of which are observed for the alumina-overcoated catalyst.

Single crystal SrTiO3 nanocuboids having primarily TiO2-(001) surfaces and nanododecahedra having primarily (110) surfaces were created by two separate hydrothermal synthesis processes. Pd nanoparticles grown on the two sets of STO nanopolyhedra by atomic layer deposition show different morphologies and CO oxidation performance. Transmission electron microscopy and small-angle X-ray scattering show that 2–3 nm Pd nanoparticles with 3–5 nm interparticle distances decorate the STO surfaces. When the number of ALD cycles increases, the growth of the Pd nanoparticles is more significant in size on TiO2-(001)-STO surfaces, while that on (110)-STO surfaces is more predominant in number. High resolution electron microscopy images show that single crystal and multiply twinned Pd nanoparticles coexist on both types of the STO nanopolyhedra and exhibit different degrees of adhesion. The CO oxidation reaction, which was employed to determine the dependence of catalytic activity, showed that the Pd catalytic performa...

Through high-resolution electron microscopy, the surface structure of barium titanate and strontium titanate nanoparticles are found to be terminated by a TiO2 double layer. These results confirm prior observations of TiO2-rich surface reconstructions on strontium titanate nanoparticles made hydrothermally at high pH and single crystals prepared with wet chemical etching. Of all the reconstructions observed on single crystals for these two materials, we report for first time the √13 × √13R33.7° structure on the {001} facets of hydrothermally prepared barium titanate and strontium titanate nanocrystals. The aqueous environment common to the two preparation methods preferentially leaves strontium and barium depleted from the A-sites near the surface and leads to TiO2-terminated surfaces for both materials. Analysis indicates that the observed structures are the thermodynamic lowest energy structures in aqueous conditions.

Oxide-supported single-atom Pt materials are prepared by combining surface organometallic chemisorption with atomic layer deposition (ALD). Here Pt is supported as a discrete monatomic “pincer” complex, stabilized by an atomic layer deposition (ALD) derived oxide overcoat, and then calcined at 400 °C under O2. ALD-derived Al2O3, TiO2, and ZnO overlayers are effective in suppressing Pt sintering and significantly stabilizing single Pt atoms. Furthermore, this procedure decreases the overall Pt nuclearity (∼1 nm average particle diameter) versus bare Pt (∼3.8 nm average diameter), as assayed by aberration corrected HAADF-STEM. The TiO2 and ZnO overcoats are significantly more effective at stabilizing single-atom Pt species and decreasing the overall Pt nuclearity than Al2O3 overcoats. Vibrational spectroscopy of adsorbed CO also shows that oxidized Pt species commonly thought to be single Pt atoms are inactive for catalytic oxidation of adsorbed CO. CO chemisorption measurements show site blockage by the AL...

We employ SrTiO3 nanocuboid single crystals with well-defined (001) surfaces that are synthesized to have either a TiO2- or SrO-terminated surface to investigate the influence of surface termination on the morphology and the chemical property of supported metallic nanoparticles. Using such monodispersed STO nanocuboids allows for practical catalytic reaction studies as well as surface studies comparable to a single crystal model catalyst. Pd nanoparticles were grown by atomic layer deposition, which is able to control the effective coverage, chemical state, and the size of the Pd nanoparticles. The properties of Pd nanoparticles were examined by transmission electron microscopy, X-ray absorption spectroscopy, and X-ray photoemission spectroscopy. The morphology and growth pattern for the Pd nanoparticles supported on the SrTiO3 nanocuboids are shown to depend on the surface termination.

The surface structure of (110) faceted strontium titanate nanoparticles synthesized via solvothermal method has been resolved using high-resolution electron microscopy (HREM). We demonstrate that the surface is a titania-rich structure containing tetrahedrally coordinated TiO4 units similar to the family of (n × 1) reconstructions observed on (110) surfaces of bulk crystalline strontium titanate. When compared with prior results for (001) terminated strontium titanate single crystals made with traditional transmission electron microscopy (TEM) sample preparation techniques, the results demonstrate that many models for oxide nanoparticles need to be revisited. This work serves as a reminder that attention must be paid to the surface of nanoparticles. Even with a simple perovskite as the starting point the end result can be very complex. As more materials are synthesized on the nanoscale, this will become increasingly important to take into consideration.

Here we describe the Wulff shape of strontium titanate nanocuboids prepared by a hydrothermal method and annealed at high temperature. Transmission electron microscopy was used to measure the faceting ratios d(110):d(100) which are compared with surface energy ratios γ(110):γ(100) from first-principles calculations. Internal voids attributed to the Kirkendall effect were also measured and show agreement with the external faceting. Experiment and theory are shown to agree strongly within statistical and density functional theory error.

The authors analyze data from two cross-national studies to explore differences in organizational buyers’ normative expectations of supplier performance. These normative expectations encompass what buyers perceive as business standards or norms, regardless of product/service, supplier, or industry. The first study (four countries) pinpoints the normative expectations that help explain why managers across countries may evaluate the same supplier performance differently. The second study provides an illustrative example of these differences in a separate sample drawn from the same four countries. The inclusion of such normative expectations of supplier performance has the potential to add explanatory power to models of performance evaluation in international business-to-business relationships. The findings suggest that if differences in normative expectations of supplier performance are not taken into account, performance ratings may be distorted indicators of actual performance.

The Weitz (1981) model of adaptive selling suggests that situational variables will moderate the relationship between adaptive selling behavior and sales performance. In this paper, a path model is analyzed and supports the positive role of adaptive selling on sales performance under “adaptive” conditions. Surprisingly, there is also a positive relationship in the “nonadaptive” condition. Furthermore, salesperson characteristics such as the ability to monitor the selling situation and modify self-behaviors and strategies within the exchange setting are determined to be related to the intention to sell adaptively in the “adaptive” conditions. Finally, results of this study suggest that selling experience affects sales performance in both “adaptive” and “nonadaptive” situational contexts, but the sources of effects differ.

How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an over‐reliance on technology, lack of strategic perspective, use of faulty metrics, inadequate segmentation, neglect of brand considerations, blind faith in data, and confusion regarding leadership roles? This article challenges the misconceptions and provides guidance on how to successfully execute a customer relationship strategy.

First impressions of others affect both the content and outcomes of a variety of interpersonal encounters. In sales encounters, a salesperson’s first impressions of a customer provide a starting point for probing customer needs and for adapting to those needs. This implies that salesperson effectiveness in an initial sales encounter is associated— at least in part—with a salesperson’s first impression of the customer. The reported quasi-experiment is the first study to explore empirically the connection between salespeople’s first impressions, their cognitive structures, and sales effectiveness in a single, initial sales encounter. The results provide an intriguing glimpse into the dilemma salespeople face in trying to establish the basis of a relationship while achieving short-term sales outcomes (e.g., closing a sale, satisfaction).

A central issue in manufacturer-supplier relationships revolves around mechanisms that regulate or control exchange processes. An experimental test of a model of relational closeness is provided, representing an extension to the basic transaction cost economics framework. The model draws on relational exchange theory in the treatment of governance. Subjects for the experiment were midlevel purchasing personnel, drawn from aerospace, electronics, and defense contracting firms. Findings demonstrate that transaction costs are influenced by dimensions of the exchange, including asset specificity and external uncertainty.In turn, transaction costs are linked to important dimensions of relationalism. Implications for theory and practice are presented.

The application of benefit segmentation to public policy formation is addressed by examining its use in understanding differences in voter behavior on a container law referendum. Using evaluations of the potential benefits, costs, and incentives of container laws—“bottle bills”—six clusters were identified which differed on both attitudinal and behavioral dimensions. The results indicate that benefit-based cluster solutions can provide important strategic implications for understanding and influencing voting behavior.

Customer satisfaction measurement (CSM) should be central to the total quality improvement process within service‐oriented firms. A normative framework is described that contains a sequence of ten research modules providing internal/external customer information for quality planning. The modules facilitate decision making according to the PDCA cycle of total quality management. The framework is based on the CSM/quality improvement practices of leading European and North American firms, methodologies developed in academic settings, and the general logic of survey research.

Asserts that the essential role of Customer Satisfaction Measurement (CSM) is not simply a research activity, but a key management tool. Suggests the Quality Integration Framework as one attempt to blend the components of external, perceived quality (upper pyramid) with a hierarchy of organisational elements pertaining to the company′s internal quality (lower pyramid). Proposes that total quality can exist only when the two pyramids are closely aligned. Considers the external and internal quality and discusses some implications of the Framework. Concludes that CSM is a strategic tool which progressive companies will treat as an integral element of the firm′s total quality management.

Scenarios were used in a factorial design to analyze how a broker's dependence on a principal interacts with the principal's use of influence strategies to affect the broker's behavior. Results indicate that the broker's readiness to respond to the principal's requests was determined primarily by the broker's dependence. The broker's attitudes were affected by dependence and the principal's influence strategies.

This study considers a number of factors that could influence consumer acceptance of interactive information systems in complex service marketing situations. Further, it investigates the potential relevance of various theoretical perspectives to research involving new communication media such as videotex and teletext. Technical characteristics of the medium, which determine its degree of interactivity, are found to affect user perceptions of the medium's ‘personalness' or ‘social presence’. Characteristics of both the medium and the user are found to affect consumer acceptance of an interactive medium in a financial services setting.

The study reported here attempts to overcome weaknesses in previous investigations of the factor structure of the Rokeach Value Survey. The approach involves comparing a priori models of how values are organized by testing hierarchically nested models using confirmatory factor analysis. One model posits that values are independent, while the other models suggest that both terminal and instrumental values can be organized along a few underlying dimensions. The findings indicate that 1) instrumental values ratings reflect the importance of three underlying unipolar dimensions: self-direction, conformity, and virtousness; 2) terminal values ratings reflect the importance of one bipolar dimension, self-actualization versus hedonism, and two unipolar dimensions: idealism and security.

Pressure exists for the repeal of insurance anti-rebating laws. Research on price negotiation and insurance selling suggests consequences in terms of agent/consumer behavior, attitudes, and perception. Hypotheses are evaluated in an experimental simulation of the life insurance sales situation under different rebating conditions. Evidence suggests little actual rebating but a tendency for consumers to delay purchase as a bargaining ploy. Consumers' psychological reactions are found to be contingent on their price negotiation orientation and insurance involvement. Female negotiators and highly involved males are favorable, while others are unfavorable. Agents have a negative evaluation of participating in price negotiation and question the effectiveness of sales interaction. Recent court cases in several U.S. states have challenged legal restrictions prohibiting insurance agents from rebating part of their commissions to consumers (see Adamec, 1988 and California Courts . . . , 1989). The Florida Supreme Court in June of 1984 upheld an Appeals Court decision declaring Florida's anti-rebating laws. Passage of the controversial Proposition 103 in California during 1988, a measure primarily aimed at reducing automobile insurance prices, had the effect of legalizing rebating for all forms of insurance in that state (see California Courts . . . , 1989). The arguments for rebating are largely economic. Supporters believe that rebating will not only enhance price competition, but also give buyers more discretion over the level of service they wish to purchase from agents. Adamec Lawrence A. Crosby is Professor of Marketing at Arizona State University and Managing Director of CSM Worldwide, Inc. Kenneth R. Evans was an Associate Professor of Marketing at Arizona State University when this research was conducted. Currently, Dr. Evans is Professor and Chair of the Marketing Department at the University of Missouri. Richard S. Jacobs was a doctoral candidate in marketing at Arizona State University when this research was conducted. Currently, he is an Assistant Professor of Marketing at the University of North Texas. The study was conducted under a grant from the National Association of Life Underwriters. The authors would also like to acknowledge the support of the life insurance agents who volunteered their time to participate in this study and the First Interstate Center for Services Marketing, Arizona State University. This content downloaded from 40.77.167.89 on Sun, 06 Nov 2016 06:12:17 UTC All use subject to http://about.jstor.org/terms 584 The Journal of Risk and Insurance (1988) documents that opponents fear an outbreak of unethical selling practices, a decline in the quality of customer service, unfair discrimination, industry concentration, and insolvency. As Adamec (1988) reports rebating first gained the interest of insurance regulators in the early 1900's. The public's trust in the insurance industry had been seriously eroded by unethical sales practices including bribes and kickbacks to corrupt union bosses and blatant discrimination against some purchasers through the selective use of rebates. The practice of rebating was banned in all states early in this century. Subsequently, in 1945, the National Association of Insurance Commissioners (NAIC) included a prohibition against rebates in its Model Unfair and Deceptive Practices Act. This Model Act was later adopted by all states except California, thereby standardizing the anti-rebating statutes. If the courts in any state declare the provision unconstitutional, the decision would jeopardize this segment of the Unfair Practices Act in all of the states (see Albus, 1977). The most serious limitation in attempting to assess the impact of legalized rebating is the lack of published research. Conventional survey methods are not particularly helpful given the lack of recent U.S. experience with rebating. Even in Florida and California where rebating is now technically legal, the concept is still too new to have had an appreciable impact on sales practices. Therefore, novel methods are required for investigating the phenomenon. Research on rebating's potential impact is needed to provide resource material for industry and consumer groups, and to provide reference authority for the courts, legislatures, and regulatory agencies. Without active market behavior to provide early indications of the ecnomic consequences of rebating, it is difficult to address the insolvency and concentration issues. This has certainly not curtailed speculation as to the future effects of rebating on the insurance marketplace (see Christensen, 1986 and Adamec, 1988). However, it is possible to simulate sales settings where the behavioral issues of discrimination, service quality, and ethicality can be addressed. Thus, the focus of this study is to identify the behavioral/relational consequences of rebating within a simulated insurance sales context. In light of the apparent need for further research, the authors conducted a study which sought to examine the effects of rebating on the perceptions, attitudes, and sales interaction behavior of U.S. agents and consumers. The experiment involved a marketplace simulation in which practicing life insurance agents and consumer couples engaged in realistic sales meetings under different treatment conditions (i.e., levels of encouragement to negotiate price). Variations in sales outcomes were observed and the participants were questioned in-depth about their post-interaction perceptions and attitudes. These specific research questions were addressed: * what proportion of sales are likely to be made with a rebate? * how much commission will agents sacrifice in order to make a sale? * are agents or consumers more likely to bring up the rebating subject? * is the velocity of consumer decision making affected by rebating? This content downloaded from 40.77.167.89 on Sun, 06 Nov 2016 06:12:17 UTC All use subject to http://about.jstor.org/terms Effects of Life Insurance Price Rebating 585 * are the reactions of consumers and agents generally more or less favorable when price is negotiable vs. non-negotiable? * do individual difference characteristics predispose some consumers to react more favorably to rebating than others? * if legal, to what extent would rebating become a major factor in the sales interaction process? These responses of consumers and agents will contribute to understanding the implications of rebating on consumer welfare. How buyers and sellers psychologically react to price negotiation may also have important implications for the image of the insurance industry, more specifically the

Salespeople involved in the marketing of complex services often perform the role of “relationship manager.” It is, in part, the quality of the relationship between the salesperson and the customer that determines the probability of continued interchange between those parties in the future. A relationship quality model is advanced and tested that examines the nature, consequences, and antecedents of relationship quality, as perceived by the customer. The findings suggest that future sales opportunities depend mostly on relationship quality (i.e., trust and satisfaction), whereas the ability to convert those opportunities into sales hinges more on conventional source characteristics of similarity and expertise. Relational selling behaviors such as cooperative intentions, mutual disclosure, and intensive followup contact generally produce a strong buyer-seller bond.

The landslide victory of Michigan's “bottle bill” by popular vote contradicts previous findings regarding the small size of the ecologically concerned consumer segment. A survey of voter preference conducted just prior to the 1976 general election addresses this contradiction and some broader aspects of consumer environmental behavior. Implications for ecological marketers are discussed.

Consumer reaction to the Michigan container law is considered influential to the adoption of similar laws at the state and national levels. A survey of consumers investigates their satisfaction with the law, likes and dislikes about the recycling system, and reaction to retailer activities in adapting to the law. Implications for the expansion of the container recycling concept are discussed.

Complex, highly intangible services such as life insurance consist largely of credence properties. Insurance providers engage in relationship-building activities that emphasize buyer-seller interaction and communication. Economists contend consumers are prone to make quality generalizations based on the strength of these relationships, perhaps to the detriment of price competition. The authors report contrary results suggesting that, though relationship marketing adds value to the service package, it is not a substitute for having a strong, up-to-date core service.

This book is intended primarily for industrial marketing managers and planners. It is somewhere between a conceptual introduction to "relationship marketing" and an applied work on how industrial marketers can profit from a long-term view of customer relations. Given the book's positioning, the strategic implications heavily outweigh the tactical. Readers undoubtedly will appreciate Jackson's creative thinking and find many of the distinctions she makes to be useful (e.g., lost-for-good vs. always-a-share customers, foci of the customer's commitment, vendor redundancy vs. diversity, etc.). The book also contains three extended case illustrations of relationship marketing issues (electroplating, PBX systems, and computers), which are interwoven through the chapters. An overview of the book can be obtained from the author's Harvard Business

Using a theoretical framework not previously tested in environmental research, this study investigates the indirect relationship between ecological concern and voting behavior. Results indicate that the effects of ecological concern are mediated by attitudinal, normative, and behavioral intention variables. The results also provide a partial test of the validity of Ajzen and Fishbein's Theory of Reasoned Action. Key environmental, public policy, and communications implications are discussed. James D. Gill is Assistant Professor of Marketing and Lawrence A. Crosby is Associate Professor of Marketing, in the College of Business, Arizona State University, Tempe, Arizona 85287. James R. Taylor is the S.S. Kresge Professor of Marketing, Graduate School of Business Administration, University of Michigan, Ann Arbor, Michigan 48109. The authors gratefully acknowledge financial support provided by the College of Business, Arizona State University and by S.S. Kresge Research Funds. The authors also wish to thank an anonymous reviewer for technical contributions made to the manuscript. uiblic Opinion Quarterly Vol. 50:537-554 ? 1986 by the American Association for Public Opinion Research Published by The University of Chicago Press 0033-362X/86/0050-537/$2.50 This content downloaded from 157.55.39.27 on Wed, 07 Sep 2016 04:25:40 UTC All use subject to http://about.jstor.org/terms 538 JAMES D. GILL, LAWRENCE A. CROSBY, AND JAMES R. TAYLOR First, there have been numerous attempts to determine the antecedents of ecological concern, especially as they relate to the bases of market segmentation (e.g., Crosby and Gill, 1981; Murphy, 1978; Brooker, 1976; Henion and Wilson, 1976; Webster, 1975; Kinnear et al., 1974). Second, efforts have been made to develop or improve ecological concern measures (e.g., Antil and Bennett, 1979; Henion, 1976; Kinnear and Taylor, 1973). Third, several assessments of the impact of ecological concern on consumption and voting behavior have been conducted (Crosby and Taylor, 1982, 1983; Crosby et al., 1981; Lepisto, 1979; Henion, 1976; Kinnear and Taylor, 1973; Herberger and Buchanan, 1971; Kassarjian, 1971). Generally, the research indicates that ecological concern is related to, but is not highly correlated with, consumption behavior. Although often a good explanatory variable of group (market segment) behavior, prediction at the individual level proves difficult. This conclusion parallels that of social and behavioral scientists who have expressed reservations about the value of attitude data in environmental research (e.g., Endo and Nielsen, 1974). The weak relationship between ecological concern and behavior may mean that it is not an important explanatory variable. A more interesting possibility, however, is that ecological concern has an indirect rather than direct influence on behavior, with its influence being gradually diminished through successive levels of intervening variables. This view is consistent with Dunlap (1975) and Mazmanian and Sabatier (1981), who argue that a person's willingness to act upon his environmental attitude is subject to certain mediating influences (e.g., environmental issue salience, situational circumstances, individual differences). The researcher's theoretical perspective, of course, determines the hypothesized intervening variables and their relationships. Van Liere and Dunlap (1982) state that "since progress toward the solution of environmental problems is likely to depend more on proenvironmental behaviors than proenvironmental attitudes, the reasons for the weak relationship between environmental attitudes and behaviors and the conditions under which it can be strengthened clearly deserve examination."

High psychological commitment to a vote decision produces halo effects in the subsequent evaluation of election outcomes and is associated with greater preference stability. Among low commitment voters, preferences are more unstable and subject to less cognitive mediation. Social motivation moderates the influence of social versus personal outcomes in post-decision evaluation for high but not for low commitment voters.

Experimental results showed that education can increase the number of salient dimensions. However, the importance of key dimensions appeared unaffected by education. Information was found to influence product performance expectations and preferences, although sex role differences may exist.