Suchergebnisse

PurposeComplaint management is at the heart of customer relationship management. While many studies have analyzed a client's complaint behavior in business-to-business (B2B) relationships, there is a lack of research in the study of complaints by distributors from different countries. The purpose of this paper is to explain the following two main objectives: to analyze if the complaint management strategy of a manufacturer varies depending on the type of international distributor used (indirect exporters, direct exporters and commercial subsidiaries); and to analyze the potential effects of complaint management on the satisfaction and fidelity of distributors and the quantity of complaints that they put.Design/methodology/approachA stratified probabilistic sampling method was used, dividing the entire population of distributors of a leading Spanish manufacturer into three different groups. In total, 79 valid responses were obtained as follows: 24 per cent from indirect exporters (organizational commitment Grade 1), 68 per cent from direct exporters (organizational commitment Grade 2) and 8 per cent from commercial subsidiaries (organizational commitment Grade 3). Partial least squares were used to analyze the proposed relationships.FindingsThe results have confirmed that the procedure for resolving the complaint and its length (resolution time) depends on the seriousness of the complaint (the type of complaint). In turn, the resolution of the complaint influences the satisfaction of the vendor and the latter will influence its fidelity. Regarding the number of complaints, those distributors with the highest number of complaints satisfactorily resolved are those who remain loyal to the company. On the contrary, it is not possible to affirm that the type of distribution channel affects the types of complaints that are presented. Different kinds of distributors of the same manufacturer (indirect exporters, direct exporters and commercial subsidiaries) complain equally. In addition, those whose complaints take longer to resolve are not significantly less satisfied. Even more, low-satisfied distributors will present more complaints than the most satisfied ones.Originality/valueFirst, this study investigates if different kinds of distributors with different international commitments (indirect exporting, direct exporting and commercial subsidiary) behave differently in terms of claims and complaints. Second, this paper analyzes the role of complaint management in international B2B relations to improve distributors' satisfaction and loyalty; but considering the join impact of three dimensions of a successful complaint management strategy that literature usually has examined separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration).

Commitment to delivery of goods that are addressed in the materials 30 to 44 of the International Sale convention is a fundamental obligation of the seller that Article 30 stipulates that the seller must deliver the goods, hand over any documents relating to them and transfer the property in the goods, as required by the contract and this Convention. According to this article we can be divided sale person in three categories: Transfer the property of the goods, Delivery of the Goods, Handing over of Documents.Two other obligations that are not expressly stated in this article and during other material during the Convention (Articles 35 and 41) are mentioned and they should also be added to the vendor obligations are included: " Conformity of the Goods and the product immunity from claims of third parties which the following discussion will be addressed and finally transfer Of Risk which in many cases is to give the product will be a close relationship.

475Treaties — Conclusion and operation — Constitutional limitations — Accession of France to Rome Statute of International Criminal Court, 1998 — Compatibility with French Constitution — Extent of special constitutional amendment required prior to ratificationInternational tribunals — Jurisdiction — International Criminal Court — Rome Statute, Article 1 — Principle that jurisdiction of International Criminal Court to be complementary to national courts' jurisdiction — Article 17 of Statute — Scope of principle of complementarity — Whether jurisdiction of International Criminal Court defined in sufficiently clear and objective mannerState immunity — Head of State immunity — Criminal proceedings before International Criminal Court — Article 27 of Statute — Immunity based on official capacity as Head of State, or Government member, not a bar to prosecution before Court — No exemption from criminal responsibility, or punishment, for acts performed in official capacity — Compatibility with French Constitution — The law of France

This paper investigates empirically the relationship between the pattern of fiscal policy and the demand for international reserves in developing countries, and how this relationship is associated with political risk and conditional access to global capital markets. It finds evidence that for developing countries with low political risk, countercyclical (procyclical) fiscal policies are associated with higher (lower) international reserve holdings in economic downturns. The relationship is stronger when the countries with low political risk rely heavily on external financing. For developing countries with high political risk, the link between reserves holdings and fiscal policy pattern is not clear-cut.

Before WWI the Institut de Droit International was where debates about the regulation of international migrations took place. International lawyers, diplomats who met during its sessions tried to define a common understanding of what migration and refugee policies were and could be. They also tried to promote their idea of what they should be, at least in Europe. Studying this group of international lawyers, their debates, allows us to study the birth of international regulations for international migrations. The liberal ideals and proposals this small but influent group develop will not stand the test of time. Most of t hem are quickly forgotten during the interwar period, even so today's debates sometimes bear a striking similarities to this long-forgotten endeavor. ; C'est avant 1914, au sein de l'institut de droit international que s'élaborent et se discutent les questions qui ont trait à la régulation internationale des migrations. Les juristes et diplomates qui s'y retrouvent tentent d'y définir les traits des politiques migratoires et des politiques de l'asile qui ont cours en un Occident souvent confondu avec l'Europe. Ils se prononcent parfois aussi sur ce que devraient être celles-ci. L'étude de ce personnel, des débats poursuivis en ce cadre nous permet de saisir en son origine l'idée d'une régulation internationale des migrations et les premières tentatives qu'elle nourrit, portées par un milieu de juristes libéraux dont les propositions, qui ne ne sont plus guère d'actualité après la première guerre mondiale, ressurgissent parfois aujourd'hui.

Before WWI the Institut de Droit International was where debates about the regulation of international migrations took place. International lawyers, diplomats who met during its sessions tried to define a common understanding of what migration and refugee policies were and could be. They also tried to promote their idea of what they should be, at least in Europe. Studying this group of international lawyers, their debates, allows us to study the birth of international regulations for international migrations. The liberal ideals and proposals this small but influent group develop will not stand the test of time. Most of t hem are quickly forgotten during the interwar period, even so today's debates sometimes bear a striking similarities to this long-forgotten endeavor. ; C'est avant 1914, au sein de l'institut de droit international que s'élaborent et se discutent les questions qui ont trait à la régulation internationale des migrations. Les juristes et diplomates qui s'y retrouvent tentent d'y définir les traits des politiques migratoires et des politiques de l'asile qui ont cours en un Occident souvent confondu avec l'Europe. Ils se prononcent parfois aussi sur ce que devraient être celles-ci. L'étude de ce personnel, des débats poursuivis en ce cadre nous permet de saisir en son origine l'idée d'une régulation internationale des migrations et les premières tentatives qu'elle nourrit, portées par un milieu de juristes libéraux dont les propositions, qui ne ne sont plus guère d'actualité après la première guerre mondiale, ressurgissent parfois aujourd'hui.