Dina Ribbink

• Yan, T.; Ribbink, D.; Pun, H., 2018, "Incentivizing Supplier Participation in Buyer Innovation: Experimental Evidence of Non-Optimal Contractual Behaviors", Journal of Operations Management, January 57(1): 36 - 53.

  Abstract: © 2017 Elsevier B.V. Original equipment manufacturers increasingly involve suppliers in new product development (NPD) projects. How companies design a contract to motivate supplier participation is an important but under-examined empirical question. Analytical studies have started to examine the optimal contract that aligns buyer-supplier incentives in joint NPD projects, but empirical evidence is scarce about the actual contracts offered by buying companies. Bridging the analytical and empirical literature, this paper compares optimal contracting derived from a parsimonious analytical model with actual behaviors observed in an experiment. In particular, we focus on how project uncertainty, buying company effort share, and buyer risk aversion influence three contractual decisions: total investment level, revenue share and fixed fee. Our results indicate significant differences between the optimal and actual behaviors. We identify various types of non-optimal contractual behaviors, which we explain from a risk aversion as well as a bounded rationality perspective. Overall, our findings contribute to the literature by showing that (1) the actual contractual behaviors could differ significantly from the optimal ones, (2) the actual contract design is sensitive to changes in project uncertainty and buying company effort share, and (3) the significant roles of risk aversion and bounded rationality in explaining the non-optimal contractual behaviors.

  Link(s) to publication:

  http://dx.doi.org/10.1016/j.jom.2017.12.001

• Ozpolat, K.; Ribbink, D.; Hales, D. N.; Windle, R., 2015, "Food Aid Procurement and Transportation Decision-Making in Governmental Agencies: The United NationsEU versus the United States Approach", Transportation Journal, March 54(2): 159 - 185.

  Abstract: This article conceptually and empirically examines sourcing of food aid, comparing the approaches promoted by the United States with those of the United Nations (UN) and the European Union (EU). In the recipient country approach (RCA) promoted by the United Nations and the European Union, transaction cost economics (TCE) suggests that RCA provides faster aid with fewer transaction costs. In the donor country approach (DCA) practiced by the United States, the resource-based view (RBV) suggests that the superior resources of a donor country assure a higher quality, safer, and plentiful food supply. Using a comparative case analysis with data provided by the United States Agency for International Development (USAID), we provide evidence that RCA and DCA as practiced in reality are both suboptimal. Improved sourcing and transportation options computed through quantitative methods can offer significant benefits over both approaches. We propose a contingency approach that reduces landed costs of food aid by giving governmental relief organizations more flexibility in RCA versus DCA sourcing, which can be justified by resource dependency theory (RDT). Our findings contribute to the decision-making and policy discussion about the efficiency of governmental food-aid programs.

  Link(s) to publication:

  http://dx.doi.org/10.5325/transportationj.54.2.0159

• Ribbink, D.; Grimm, C. M., 2014, "The impact of cultural differences on buyer-supplier negotiations: An experimental study", Journal of Operations Management, March 32(3): 114 - 126.

  Abstract: In today's global economy, an ever-increasing number of companies are dealing with international partners, instigating a need to understand the impact of cultural differences on business interactions. Using Hall's distinction of high- and low-context culture, this study investigates the direct and moderating effects of cultural differences in dyadic buyer-supplier negotiations. Theory is developed regarding the impact of culture on joint profits, juxtaposing Transaction Cost Economics and the Relational View. The theory is tested with a negotiation experiment. Participants, classified by their country of origin, negotiate prices and quality levels for three products. This study finds that cultural differences within the negotiation dyad reduce joint profits when compared to dyads of participants with similar cultural backgrounds. Cultural differences also moderate the impact of trust and bargaining strategy on joint profits. Overall, this study concludes that cultural differences, as encountered in day-to-day business interactions in global supply chains, significantly impact negotiation outcomes.

  Link(s) to publication:

  http://dx.doi.org/10.1016/j.jom.2014.01.004

• van Riel, A. C. R.; Semeijn, J.; Ribbink, D.; Bomert-Peters, Y., 2012, "Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction", Journal of Service Management, June 23(2): 144 - 169.

  Abstract: Purpose - In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often inevitable. The present study seeeks to investigate how waiting for service at the checkout counter influences overall satisfaction, along with the store image. Designmethodologyapproach - The study combines services marketing and waiting literature. Data were collected in various supermarkets in The Netherlands. A partial least squares regression technique is used to analyze the data. Findings - The paper demonstrates an important and complementary role of the behavioural construct "negative response to the wait" in explaining overall customer satisfaction in a retail environment. The effect of customers' negative emotional response to the wait on satisfaction is partially mediated by store image, and explained variance in the dependent variable increases by 24 percent when the effect of the wait at the checkout is included. Research limitationsimplications - Measuring customer satisfaction without taking into account the effects of various waits during the retail experience will produce incomplete results. Practical implications - Moreover, a range of controllable factors influences the customer's wait. Intelligently managing these factors can mitigate negative effects on customer satisfaction, or even increase the overall evaluation of the service. Specific recommendations for service managers and a research agenda are provided. Originalityvalue - The study combines service marketing and waiting literature to address the issue of waiting in line and tests the theory with real-world data from a field study.

  Link(s) to publication:

  http://dx.doi.org/10.1108/09564231211226097

• Ribbink, D.; Hofer, C.; Dresner, M., 2009, "Airline Financial Distress and Customer Service", Journal of the Transportation Research Forum, March 48(1): 89 - 104.

  Abstract: An investigation is conducted on the effect of financial distress on customer service levels in the U.S. airline industry. Using data from the first quarter of 1998 to the third quarter of 2006, we employ a seemingly unrelated regressions (SUR) model to analyze the impact of financial distress on three measures of customer service. We find that higher financial distress is associated with better on-time performance of airlines and fewer lost bags. The relationship of airline financial distress to the number of bumped customers, however, is insignificant.

• Ribbink, D.; van Riel, A. C. R.; Semeijn, J., 2005, "Policy Decisions and Modal Choice: An Example from the European Union", Transportation Journal, January 44(1): 33 - 44.

  Abstract: This study addresses the question of how trans-national regulations could stimulate environmentally friendly and socially responsible transportation. Three scenarios are developed for 2010, taking into account various costs related to road, rail, and inland waterway transportation, including costs to society and environmental costs. The attractiveness of different containerized transport modes is calculated for a representative freight corridor in the European Union. The modal split is adjusted for the capacity limitations of the different modes. Analysis of the results reveals that dedicated cargo rail and inland waterways, the two more socially responsible transportation modes, are already relatively attractive to shippers, but lack sufficient capacity to deal with forecasted demand. Further legislative interventions, such as increased taxation, would therefore only increase the financial burden to shippers and society. Important investments appear necessary for the further development of dedicated cargo rail and inland waterways.

• Ribbink, D.; van Riel, A. C. R.; Liljander, V.; Streukens, S., 2004, "Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet", Managing Service Quality, December 14(6): 446 - 456.

  Abstract: In e-commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium here called e-trust is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. In the study, e-trust is found to directly affect loyalty. The e-service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e-trust and e-satisfaction. Other e-quality dimensions, such as ease of use, e-scape, responsiveness, and customization influence e-loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.

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