共查询到20条相似文献,搜索用时 31 毫秒
1.
Diane Haistead David Hartman Sandra L. Schmidt 《Journal of the Academy of Marketing Science》1994,22(2):114-129
Customer satisfaction research is integrated with research on higher education in developing a model of alumni satisfaction
with college education. The model proposes that alumni satisfaction with higher education is a function of two performance
and disconfirmation attributes: intellectual environment and employment preparation. The model was tested among 475 alumni
of a major Eastern undergraduate business school and demonstrates the advantage of modeling the disconfirmation paradigm with
multiple sources of satisfaction.
She holds a Ph.D. in marketing from Michigan State University. Her work has appeared in theJournal of the Academy of Marketing Science, International Journal of Research in Marketing, Journal of Services Marketing,
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, and proceedings of the American Marketing Association and the Association for Consumer Research. She was formerly an account
executive at Needham Harper Worldwide and Director of Marketing at Maxwell Advertising. Her research interests include consumer
satisfaction, complaining behavior, and advertising management.
He received his Ph.D. in marketing from Michigan State University. His work has appeared in theJournal of Advertising, Journal of Retail Banking, Journal of Services Marketing, and theHaring Symposium Proceedings. He has held several positions in the banking industry, most recently as Group Vice President at Michigan National Bank in
Grand Rapids. His research interests include services marketing, consumer satisfaction, and direct marketing.
She received her Ph.D. in marketing from the University of Cincinnati. Her work has appeared in theJournal of Retailing, Industrial Marketing Management, Journal of Marketing Education, and other marketing-related publications. Her research interests include not-for-profit organizations, consumer satisfaction,
and services marketing. 相似文献
2.
Pratibha A. Dabholkar Dayle I. Thorpe Joseph O. Rentz 《Journal of the Academy of Marketing Science》1996,24(1):3-16
Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores
(i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important
to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory
factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity
of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners,
as well as for future research, are discussed.
She received her Ph.D. from Georgia State University. Her research interests include attitude and choice models, service quality
and customer satisfaction issues, technology in service delivery, and business-to-business relationships. She has published
articles in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer Research, Journal of Consumer
Satisfaction, Dissatisfaction, and Complaining Behavior, Journal of Health Care Management, International Journal of Research
in Marketing, andPsychology and Marketing, as well as in various conference proceedings.
She also holds a B.S. and an M.S. from Florida State University and an M.B.A. from Mercer University. Her research interests
include services marketing, service quality, retailing, and manager-employee relationships. Her publications include articles
in theJournal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, The Service Industries Journal, and in various conference proceedings.
He received his Ph.D. from the University of Georgia. His research interests include cohort analysis, measurement issues,
generalizability studies, and customer satisfaction. He has published articles in theJournal of the Academy of Marketing Science, Journal of Advertising, Journal of Marketing, Journal of Marketing Research, and theJournal of Personal Selling and Sales Management, as well as in several conference proceedings. 相似文献
3.
Pratibha A. Dabholkar Wesley J. Johnston Amy S. Cathey 《Journal of the Academy of Marketing Science》1994,22(2):130-145
A framework for business-to-business interaction is proposed that integrates approaches to bargaining from social psychology
and economics to provide a conceptual paradigm emphasizing long-term exchange relationships rather than individual transactions.
The authors propose a classification of negotiation behavior along two continuous dimensions and examine the mechanics of
the dyadic negotiation process that translate negotiation behavior into long-term relationships. They suggest that exchange
relationships are formed by achieving mutually beneficial outcomes from a series of exchange transactions and that there is
a bi-directional link between negotiation behavior and exchange relationships mediated by negotiation outcomes. The framework
also explores the determinants of negotiation behavior in dyadic negotiations between businesses in terms of organizational,
individual, and “other party” influences. Propositions are developed, using both role theory and economic bargaining theory,
to support the overall framework. Finally, the classification of negotiation behavior is revisited to examine the evolution
of exchange relationships over time.
She received her Ph.D. from Georgia State University. Her research interests include attitude and choice models, services
marketing, customer satisfaction, and business-to-business relationships. She has published articles in theJournal of Consumer Research, Journal of Business Research, Psychology and Marketing, Journal of Consumer Satisfaction, Dissatisfaction,
and Complaining Behavior, and theJournal of Health Care Management, as well as various conference proceedings.
He received his Ph.D. from the University of Pittsburgh. His research interests include organizational buying behavior, negotiation
strategies, small group dynamics, and cross-cultural differences in buyer-seller interactions. His research has been published
in theJournal of Marketing, Journal of Consumer Research, Journal of International Business Studies, andIndustrial Marketing Management, as well as numerous conference proceedings.
She also holds an M.B.A. from the Uni- versity of Tennessee. Her research interests include consumer value determination,
consumer satisfaction, and business-to-business relationships. 相似文献
4.
A proposed model of external consumer information search 总被引:9,自引:0,他引:9
Jeffrey B. Schmidt Richard A. Spreng 《Journal of the Academy of Marketing Science》1996,24(3):246-256
An enduring interest in consumer behavior is the investigation of external prepurchase information search. Past research has
identified a large number of factors that have been found to influence the extent of information search. The purposes of this
article are to summarize the external information search literature and then develop a more parsimonious model of information
search. Specifically, we propose that the effects of these antecedents of information search are mediated by four variables:
ability, motivation, costs, and benefits. This model integrates the psychological search literature by incorporating ability
and motivation to search for information and the economic paradigm that centers on the perceived costs and benefits of information
search. Propositions are developed based on this comprehensive model for future testing.
Jeffrey B. Schmidt recently became an assistant professor of marketing at Kansas State University after completing his Ph.D. at Michigan State
University. His research interests include new product development and international product strategy. His work has appeared
in theJournal of Product Innovation Management andJournal of Business and Industrial Marketing as well as in various conference proceedings.
He received his Ph.D. from Indiana University. His research interests include consumer satisfaction/dissatisfaction and issues
involving consumer knowledge. His work has appeared in theJournal of the Academy of Marketing Science, Journal of Consumer Research, Journal of Marketing, Journal of Retailing, Journal
of Services Marketing, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, andJournal of Product Innovation as well as in various conference proceedings. 相似文献
5.
Richard A. Spreng Richard W. Olshavsky 《Journal of the Academy of Marketing Science》1993,21(3):169-177
The disconfirmation of expectations model has been increasingly criticized in recent years and, as a result, standards other
than expectations have been suggested. The present research proposes consumer desires, based on means-end theory, as the comparison
standard. Results of an experiment show that the extent to which performance is congruent with desires is a powerful antecedent
to satisfaction, while the effect of disconfirmation of expectations is nonsignificant.
He received his Ph.D. from Indiana University. His research interests include consumer satisfaction/dissatisfaction, service
quality, and issues involving consumer knowledge. His work has appeared in the Journal of Consumer Research and the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.
He received his Ph.D. from Carnegie-Mellon University. His articles have appeared in the Journal of Consumer Research, Journal of Marketing Research, Journal of Marketing, and several other journals. He is currently a member of the Editorial Review Board of the Journal of Consumer Psychology and served for several years as a member of the Editorial Review Board of the Journal of Consumer Research. 相似文献
6.
An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors 总被引:19,自引:0,他引:19
Pratibha A. Dabholkar Richard P. Bagozzi 《Journal of the Academy of Marketing Science》2002,30(3):184-201
The accelerating growth in technology-based self-service today is giving rise to questions about the acceptance of such forms
of service delivery by all kinds of consumers and under different situational contexts. This study investigates the moderating
effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based
self-service. An experimental design is used with perceived waiting time and social anxiety (through perceived crowding) as
the situational treatments. Relevant consumer traits for technology-based self-service are examined and include inherent novelty
seeking, self-efficacy with respect to technology self-consciousness, and the need for interaction with an employee. The results
lend support to the hypothesized moderating effects. Implications for service practitioners as well as directions for future
research are discussed.
Pratibha A. Dabholkar (Ph.D., Georgia State University) is an associate professor of marketing at the University of Tennessee. Her research interests
include technology in service delivery; attitude, choice, and means-end models; service quality and customer satisfaction;
and business-to-business relationships. Her work has been published in theJournal of Consumer Research; Journal of the Academy of Marketing Science; Journal of Retailing; International Journal of
Research in Marketing; International Journal of Service Industry Management; Psychology and Marketing; Journal of Business
Research; Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, andJournal of Business and Industrial Marketing.
Richard P. Bagozzi (Ph.D., Northwestern University) is the J. Hugh Liedtke Professor of Management and professor of psychology at Rice University.
Prior to this, he was at the University of California at Berkeley, Massachusetts Institute of Technology, Stanford University,
and University of Michigan. His current research interests include the theory of action, emotion, self-regulation, means-end
models, and technology adoption. His work has been published in theJournal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science,
International Journal of Research in Marketing, Psychology and Marketing, Marketing Science, andJournal of Consumer Psychology. 相似文献
7.
A conceptual model of preventive health care behavior is proposed and tested. Results suggest that preventive health care
behaviors are strongly influenced by the value consumers perceive in engaging in such actions. This value is greatly affected
by response efficacy, or the person’s belief that a specific action will mitigate the health threat. A separate consideration
affecting adherence to a prescribed preventive health care behavior is self-efficacy, or the person’s belief that the target
behaviors can be enacted. Additionally, health motivation and health consciousness are also shown to influence preventive
health care behaviors. Future research directions and managerial implications of the findings are outlined.
Rama K. Jayanti (Ph.D., Louisiana State University) is an assistant professor of marketing, James J. Nance College of Business, Cleveland
State University, Cleveland, Ohio. Her primary research interests include services marketing and consumer behavior. She has
published articles inJournal of Health Care Marketing; Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior; andJournal of Professional Services Marketing.
Alvin C. Burns is a professor of marketing and department chairman at Louisiana State University. His articles have appeared in publications
such as theJournal of Marketing Research, Journal of Health Care Marketing, Journal of Advertising, Journal of Advertising Research, andAsian Journal of Marketing. Burns belongs to the American Marketing Association, the Association for Consumer Research, and the Association for Business
Simulation and Experiential Learning. He is the lead author ofMarketing Research (Prentice Hall, 1995). 相似文献
8.
Measuring physical distribution service quality 总被引:10,自引:0,他引:10
Carol C. Bienstock John T. Mentzer Monroe Murphy Bird 《Journal of the Academy of Marketing Science》1997,25(1):31-44
The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important
consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service
quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing
managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and
reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.
She received her Ph.D. from Virginia Tech. Her research interests are in the areas of channels of distribution, logistics,
service quality, and marketing strategy. She has published inThe Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior; Marketing Management; andJournal of Business Logistics.
He received his Ph.D. from Michigan State. He has published in theJournal of the Academy of Marketing Science, Journal of Marketing, Journal of Business Logistics, International Journal of
Physical Distribution and Logistics Management, Transportation and Logistics Review, Transportation Journal, Columbia Journal
of World Business, Industrial Marketing Management, Research in Marketing, and other journals.
He has published in numerous journals, including theJournal of Marketing. 相似文献
9.
Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context 总被引:3,自引:0,他引:3
Customer satisfaction and service quality measures obtained through consumer surveys invariably have skewed distributions.
As such, researchers have questioned the appropriateness of the popular approach of using the mean rating to summarize such
data. However, no detailed study on this topic has yet been conducted. In two independent studies, the relative validity of
the various indexes that can be used to summarize consumer’s service quality ratings (e.g., mean, median, mode, kurtosis,
skewness, top/bottom-tail percentiles) are examined. In Study 1, using typical commercial survey data from a fast-food/convenience
retail chain, both the mean and top-box percentiles are found to be the best indicators of service quality, based on their
correlation with customer-driven business performance measures. In Study 2, the results are further confirmed by an extensive
simulation that varies factors such as the shape of the underlying distribution of customer ratings and the strength of the
relationship between customer ratings and business performance measures. The article concludes with a discussion of the findings
and implications for future research.
Robert F. Hurley is an assistant professor of marketing at Fordham University. He received his M.B.A. from the University of Pennsylvania
and his Ph.D. from Columbia University. His research has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, Advances in Services Marketing and Management, theJournal of Business Research, California Management Review, theJournal of Applied Social Psychology, theJournal of Marketing Theory and Practice, and theJournal of Engineering and Technology Management.
Hooman Estelami is an assistant professor of marketing at Fordham University. He received his M.B.A. from McGill University and his Ph.D.
from Columbia University. His research has been published in theJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Pricing Strategy and Practice, Middle East Insight,
Advances in Consumer Research, theJournal of Professional Services Marketing, and theJournal of Business in Developing Nations. 相似文献
10.
Should we delight the customer? 总被引:3,自引:0,他引:3
Critics have suggested that delighting the customer “raises the bar” of customer expectations, making it more difficult to
satisfy the customer in the next purchase cycle and hurting the firm in the long run. The authors explore this issue by using
a mathematical model of delight, based on assumptions gathered from the customer satisfaction literature. Although delighting
the customer heightens repurchase expectations and makes satisfying the customer more difficult in the future, and the delighting
firm is injured by raised customer expectations, the (nondelighting) competition is hurt worse through customer attrition
to the delighting firm. If customers forget delighting incidents to some degree from occasion to occasion, the delighting
firm suffers if it is in a position to take customers from the competition. If taking customers from the competition is difficult,
the delighting firm actually benefits from customer forgetting, because the same delighting experience can be repeated again,
with the same effect.
Roland T. Rust (Ph.D., University of North Carolina at Chapel Hill) is the Madison S. Wigginton Professor of Management and Director of
the Center for Service Marketing at the Owen Graduate School of Management at Vanderbilt University. His publication record
includes more than 60 journal articles and five books. His 1997Marketing Science article, “Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services,” won the Best Services
Article Award from the American marketing Association, for the best services article in any journal, and his 1995 article,
“Return on Quality (ROQ): Making Service Quality Financially Accountable,” won theJournal of Marketing's Alpha Kappa Psi Award for the article with the greatest impact on marketing practice. He has also won best article awards
from theJournal of Advertising and theJournal of Retailing. His honors include career achievement awards from the American Statistical Association and the American Academy of Advertising,
as well as the Henry Latané Distinguished Doctoral Alumnus Award from the University of North Carolina at Chapel Hill. His
work has been covered widely in the media and has resulted in aBusiness Week cover story and an appearance onABC World News Tonight with Peter Jennings. He is the founder and chair of the American Marketing Association (AMA) Frontiers in Services Conference and serves as founding
editor of theJournal of Service Research. He also serves on the editorial review boards of theJournal of Marketing Research, Journal of Marketing, andMarketing Science.
Richard L. Oliver (Ph.D., University of Wisconsin, Madison) is the Valere Blair Potter Professor of Management at the Owen Graduate School
of Management, Vanderbilt, University. His research interests include consumer psychology with a special focus on customer
satisfaction and postpurchase processes. He holds the position of Fellow of the American Psychological Association for his
extensive writings on the psychology of the satisfaction response. He is the author ofSatisfaction: A Behavioral Perspective on the Consumer (Irwin/McGraw-Hill) and coeditor ofService Quality: New Directions in Theory and Practice (Sage). He previously served on the boards of theJournal of Consumer Research, theJournal of Marketing, theJournal of Personal Selling & Sales Management, and theJournal of Retailing and has published articles in theJournal of Consumer Research, theJournal of Marketing Research, theJournal of Marketing, theJournal of Applied Psychology, Psychology & Marketing, Behavioral Science, theJournal of Economic Psychology, Applied Psychological Measurement, Psychometrika, Organizational Behavior and Human Decision
Processes, Advances in Consumer Research, theJournal of Retailing, theJournal of Personal Selling & Sales Management, theJournal of Consumer Satisfaction/Dissatisfaction & Complaining Behavior, theJournal of Advertising, theJournal of Consumer Affairs, and others. He previously taught at the Wharton School, University of Pennsylvania, and at Washington University in St.
Louis. 相似文献
11.
Scot Burton Judith A. Garretson Anne M. Velliquette 《Journal of the Academy of Marketing Science》1999,27(4):470-480
The nutrition facts panel on food packages was designed to provide comprehensible quantitative nutrition information that
would allow consumers to make more informed food choices that could result in significant long-term health benefits. This
study (1) examines how accurately consumers can use nutrient information in the facts panel to determine if a product has
more or less than the recommended daily values of certain nutrients and (2) offers predictions and tests of the relationships
between this usage ability and product nutrition evaluations and purchase intentions. Results show that more accurate use
moderates the effect of product nutrition value on consumer evaluations, as predicted. Findings also reveal that several variables
(e.g., measures of nutrition knowledge, attitude toward the “facts” label) are related to accuracy in the usage task. Implications
based on these findings are offered.
Scot Burton is a professor and Wal-Mart chairholder in the Department of Marketing and Transportation at the University of Arkansas.
His research interests include public policy and consumer welfare concerns, consumer price and promotion perceptions, and
survey research measurement issues. His work has been published in theJournal of Marketing, Journal of Marketing Research, Journal of Consumer Research, Journal of the Academy of Marketing Science,
Public Opinion Quarterly, Journal of Applied Psychology, and other journals.
Judith A. Garretson is a Ph.D. candidate in the Department of Marketing and Transportation at the University of Arkansas. Her research interests
include promotion issues public policy and consumer welfare, and consumer behavior in general. Her work has appeared in journals
including theJournal of the Academy of Marketing Science, Journal of Public Policy & Marketing, and theJournal of Professional Services Marketing, as well as in conference proceedings such as the American Marketing Association and the Association for Consumer Research.
Anne M. Velliquette is a Ph.D. candidate in the Department of Marketing and Transportation at the University of Arkansas. Her research interests
include consumer behavior and public policy. She has published in theJournal of Public Policy & Marketing, Journal of Professional Services Marketing, and proceedings of the Association for Consumer Research as well as other conference proceedings and journals. 相似文献
12.
Despite intense research interest in the role stress phenomenon in marketing over the last decade, there have been few attempts
to explain the sometimes discrepant findings. This study investigated the influence of three potential moderators (education,
job tenure, and work group cohesion) on role stress-job outcome relationships. Hypotheses were developed and tested in two
work contexts of interest to marketers: industrial selling and purchasing. Findings point to some interesting moderating effects
in the two samples. Work group cohesion reduced the dysfunctional effect of role stress on organizational commitment among
industrial buyers. However, a more cohesive sales group experienced stronger dysfunctional effects from role stress on organizational
commitment. Level of education buffered the role stress-organizational commitment link but only among industrial sales representatives.
Managerial and research implications are also discussed.
His research interests are in the areas of job satisfaction, performance, and motivation issues in personal selling and organizational
buying. Michaels’ research has appeared in theJournal of Marketing Research, Journal of Marketing, Journal of Personal Selling and Sales Management, Journal of International
Business Studies, Journal of Business Research, andIndustrial Marketing Management.
She received her M.B.A. degree in marketing from Boston University. Dixon’s research has appeared in theJournal of Consumer Satisfaction/Dissatisfaction and Complaining Behavior and AMA’sEnhancing Knowledge Development in Marketing. She is a member of the Academy of Marketing Science, the American Marketing Association, and the Association for Consumer
Research. Her current research interests include personal selling, sales management, and services marketing. 相似文献
13.
Les Carlson Russell N. Laczniak Ann Walsh 《Journal of the Academy of Marketing Science》2001,29(3):276-288
This article describes a study on mothers’ views of television and children’s perceptions of their mothers’ socialization
efforts regarding television. Results from the investigation involving 174 mother and child (in Grades 3–6) dyads suggest
that mothers’ perceptions of their responsibilities regarding children’s television viewing vary by parental style. In addition,
children’s perceptions of mothers’ verbal interactions about TV and coviewing together with opinions, monitoring, and controlling
of television similarly vary across parental styles. These findings support previous research that parental styles play a
role in determining the manner in which mothers socialize their offspring about television.
Les Carlson (Ph.D., University of Nebraska-Lincoln) is a professor of marketing at Clemson University. His research interests center
on consumer socialization and environmental advertising. His work has appeared inInternational Marketing Review, Journal of the Academy of Marketing Science, Journal of Advertising, Journal of Business Research,
Journal of Consumer Affairs, Journal of Consumer Psychology, Journal of Consumer Research, Journal of Current Issues and Research
in Advertising, Journal of General Psychology, Journal of Macromarketing, Journal of Marketing Education, Journal of Marketing
Theory and Practice, Journal of Personal Selling and Sales Management, Journal of Public Policy and Marketing, and various conference proceedings. He is a past editor of theJournal of Advertising.
Russell N. Laczniak (Ph.D., University of Nebraska-Lincoln) is a professor of marketing and chair, Departments of Management and Marketing, at
Iowa State University. His primary research interests deal with marketing communication. His research has been published in
theJournal of Consumer Psychology, Journal of Advertising, Journal of Current Issues and Research in Advertising, Journal of
the Academy of Marketing Science, Journal of Public Policy & Marketing, Journal of Consumer Affairs, Journal of Business Research,
Psychology and Marketing, Journal of Marketing Theory and Practice, Journal of Marketing Communications, Marketing Letters, and various conference proceedings.
Ann Walsh (Ph.D., University of Nebraska-Lincoln) is an assistant professor of marketing at Western Illinois University. She has published
in theJournal of Advertising, Journal of the Academy of Marketing Science, Journal of Consumer Affairs, and American Marketing Association Educators’ Proceedings. 相似文献
14.
The impact of social influence and role expectations on shopping center patronage intentions 总被引:1,自引:0,他引:1
Kenneth R. Evans Tim Christiansen James D. Gill 《Journal of the Academy of Marketing Science》1996,24(3):208-218
Shopping is generally a socially visible behavior, frequently done while accompanied by friends or family. The importance
of the social interaction achieved through shopping would suggest that social referents may affect the patronage behavior
of consumers. However, the ability of social referents to influence patronage may depend on how important the role of shopper
is to the individual. Historically, females were expected to assume the role of shopper. But there is evidence that currently
the role of shopper has increased in importance for males while decreasing for females who do not occupy the role of housewives.
This study used a behavioral intentions modeling approach to investigate the strength and significance of social referent
influence on three shopper segments with differing types of role expectations. The shopping orientations and retail feature
preferences of the three segments were also measured. The findings suggest there are important differences among the three
groups.
His primary research interests are in the areas of sales, sales management, and marketing management. His work has appeared
in a variety of publications such as theJournal of Marketing, Journal of Advertising, Journal of Personal Selling and Sales Management, Industrial Marketing Management, and a number of conference proceedings. In addition to his research interests, he has worked in a consulting capacity addressing
sales and sales management issues in the insurance and banking industries.
in the consumer science and retailing department. He received his Ph.D. in marketing from Arizona State University. His primary
research interests are in the areas of retail management and marketing strategy. He has coauthored articles in theJournal of Consumer Satisfaction/Dissatisfaction and Complaining Behavior andJournal of Customer Service in Marketing and Management and has presented a number of papers at various conferences.
James D. Gill is vice president of Intersearch Corporation, where he is responsible for the design, implementation, and management of customer
satisfaction measurement programs. Prior to joining Intersearch, he was vice president of client services for Walker: Customer
Satisfaction Measurements for 5 years. He was also a marketing professor at Arizona State University for 7 years. He has published
in theJournal of Marketing, Journal of Advertising, Public Opinion Quarterly, andCurrent Issues and Research in Advertising, among others. He is a graduate of the University of Nebraska, where he received a Ph.D. in business, an M.A. in marketing,
and a B.S. in business administration. 相似文献
15.
Jeffrey G. Blodgett Long-Chuan Lu Gregory M. Rose Scott J. Vitell 《Journal of the Academy of Marketing Science》2001,29(2):190-202
This study applied Hofstede’s typology to examine the effect of culture on ethical sensitivity toward various stakeholders.
It was found that uncertainty avoidance had a positive effect and that power distance and individualism/masculinity had negative
effects on ethical sensitivity. The results also indicated that ethical sensitivity to stakeholder interests is dependent
on which stakeholder is affected. Although Americans and Taiwanese sales agents were equally sensitive to customer interests,
the Taiwanese were more sensitive to the interests of their company and a competitor but were less sensitive to the interests
of a colleague. This study should prove valuable to international marketers because the cultural typology allows managers
to identify differences in work-related values of employees across different nationalities and thus provides a theoretical
base for designing more effective sales management practices.
Jeffrey G. Blodgett (Ph.D., Indiana University) is an associate professor of marketing at the University of Mississippi. His research interests
include consumer complaint behavior and cross-cultural issues. His work has been published in theJournal of Retailing, Journal of Services Research, Journal of Business Research, Psychology and Marketing, and in other marketing journals.
Long-Chuan Lu is an assistant professor of marketing at the National Chung-Cheng University of Taiwan. He received his Ph.D. from the University
of Mississippi. His work has previously appeared in theJournal of Business Ethics, in addition to other journals and conference proceedings.
Gregory M. Rose (Ph.D., University of Oregon) is an assistant professor of marketing at the University of Mississippi. His research interests
include consumer socialization and cross-cultural consumer behavior. He has published articles in theJournal of Consumer Research, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer
Psychology, Journal of Advertising, Journal of Marketing, and other journals and proceedings.
Scott J. Vitell is the Phil B. Hardin Professor of Marketing at the University of Mississippi, receiving his Ph.D. from Texas Tech University.
His previous work has appeared in theJournal of the Academy of Marketing Science, Journal of Business Research, andResearch in Marketing and the Journal of Business Ethics, in addition to numerous other journals and conference proceedings. 相似文献
16.
Barry J. Babin James S. Boles William R. Darden 《Journal of the Academy of Marketing Science》1995,23(2):94-105
This study examines salesperson stereotypes and their effect on the selling environment. After reviewing relevant literature,
the authors advance a hierarchical structure of salesperson stereotype categories. Experimental results suggest that stereotypes
influence consumer emotions, and these emotions then mediate the relationship between stereotype activation and subsequent
consumer cognitions.
He received his Ph.D. from Louisiana State University in 1991. His expertise is in the area of consumer behavior and research
methods. Current research topics center on consumption-related emotions, their measurement, and their impact on decision making.
His research appears in theJournal of Consumer Research, Journal of Business Research, Journal of Consumer Affairs, Advances in Consumer Research, as well as in numerous other national and regional publications.
He received his Ph.D. from Louisiana State University. His research centers on sales management and the conflicting roles
of salespeople. His work appears in prestigious outlets such as theJournal of the Academy of Marketing Science, Journal of Personal Selling and Sales Management, Journal of Marketing Education, as well as in various conference proceedings.
He received his Ph.D. from the University of North Carolina. He was named Outstanding Marketing Educator by the Academy of
Marketing Science in 1990. He has published more than 400 scholarly articles in prestigious outlets such as theJournal of the Academy of Marketing Science, Journal of Consumer Research, Journal of Marketing Research, andJournal of Marketing. 相似文献
17.
Overby Jeffrey W. Gardial Sarah Fisher Woodruff Robert B. 《Journal of the Academy of Marketing Science》2004,32(4):437-460
This article investigates the influence of French and American national culture on consumer perceptions of productrelated
value. Employing means-end theory, hypotheses are developed to predict how French versus American national culture influences
the content and structure of consumer value hierachies. Hypotheses are tested using data from in-depth laddering interviews
with a matched sample of French and American consumers. The findings support the contention that differences exist in the
meaning and relative importance of consumer value hierarchy dimensions across the two national cultures. Furthermore, the
analysis suggests that consumption consequences are especially culturally sensitive.
Jeffrey W. Overby (joverby@cob.fsu.edu) is an assistant professor of marketing and international business in the Department of Marketing at
Florida State University. He holds a doctorate from the University of Tennessee, Knoxville. His research interests focus on
customer value determination, service quality, and cross-cultural marketing issues. His work has appeared inInternational Marketing Review and numerous domestic and international conferences, includingProceeding of the 2001 Academy of Marketing Science Annual Conference andProceeding of the Tenth Biennial World Marketing Conference.
Sarah Fisher Gardial (sgardial@utk.edu) is an associate professor and associate dean for academic programs in the College of Business Administration
at the University of Tennessee. She holds a doctorate from the University of Houston. Her research interests focus on customer
value and satisfaction, consumer decision making and information processing, and buyer/seller dyadic relations. Her work has
appeared in numerous journals, including theJournal of Consumer Research, theJournal of Advertising, Industrial Marketing Management, and theJournal of Macromarketing.
Robert B.Woodruff (rwoodruff@utk.edu) is the Proffitt’s, Inc. Professor of Marketing and head of the Department of Marketing and Logistics
at the University of Tennessee. His primary interests are in customer value theory, customer satisfaction theory, and market
opportunity analyses, all with applications to customer-value-based marketing strategies. His work has appeared in theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Consumer Research, and theJournal of Satisfaction, Dissatisfaction & Complaining Behavior. He has received two outstanding reviewer awards from theJournal of the Academy of Marketing Science. 相似文献
18.
Ruby Roy Dholakia Jean L. Johnson Albert J. Della Bitta Nikhilesh Dholakia 《Journal of the Academy of Marketing Science》1993,21(4):281-292
This study reports an empirical investigation focusing on the length of time firms take in making major purchase decisions
(DMT) and examines antecedents such as buyclass, firm size, decision-making unit (DMU) size, information sources, and size
of the consideration set. Data were provided by a national sample of organizations involved in the purchase of telecommunications
systems. Findings suggest that firm size, buyclass, DMU size, information sources, and size of consideration set all significantly
affect DMT. Antecedent relationships among the independent variables were also largely as expected. This study provides a
starting point for a fertile area of research with important implications for organizational buyers and sellers as well as
researchers.
She holds a B.S. in Marketing and an MBA from the University of California at Berkeley and a Ph.D. in Marketing from Northwestern
University. Her research interests are in the areas of technology diffusion and management as well as consumer behavior, advertising,
and macromarketing. She has published in theJournal of Consumer Research, Public Opinion Quarterly, Journal of Business Research, Journal of Macromarketing, European
Journal of Marketing, IEEE Transactions on Engineering Management, Telematics and Informatics, andJournal of Economic Psychology. She is a member of the Editorial Policy Board of the Journal of Macromarketing and President of the International Society
for Marketing and Development.
She received her Ph.D. from the University of Nebraska. Dr. Johnson’s research interests focus on interorganizational relationships
in marketing contexts, such as distribution channels or business-to-business marketing with emphasis on cross-culture interorganizational
marketing relationships. Dr. Johnson’s research has appeared in theJournal of Marketing, Journal of International Business Studies, Journal of Business Research, andCurrent Issues and Research in Advertising, among other journals and conference proceedings. She has also presented her work at a variety of domestic and international
conferences.
He received his Ph.D. from the University of Massachusetts at Amherst. His research interests are in the areas of pricing,
consumer behavior, and marketing research. He is coauthor ofConsumer Behavior: Concepts and Applications, currently in its fourth edition, and his research has been published inDecision Sciences, Journal of Marketing Research, Journal of Business Research, Journal of the Academy of Marketing Science,
Journal of Macromarketing, Journal of Retailing, Journalism Quarterly, and other leading journals and publications of professional societies.
He holds degrees in engineering and management from India and a Ph.D. in marketing from Northwestern University. Dr. Dholakia’s
research deals with technology, innovation, market processes, globalization, and consumer culture. Dr. Dholakia has published
over 70 papers in professional journals and proceedings in management, marketing, and technology. Among his books areEssentials of New Product Management (coauthored, Prentice-Hall, 1987). 相似文献
19.
This research investigates the role of involvement and need for cognition in influencing contingency awareness in attitude
formation. Two experiments examine the nature of favorable attitudes formulated through established classical conditioning
procedures. The results of Experiment 1 indicate that awareness influences attitudes toward a conditioned stimulus, particularly
under conditions of high involvement and high need for cognition. Experiment 2 suggests that contingency awareness mediates
the relationship between inferential belief formation and attitudes and that this effect is stronger under high involvement
and high need for cognition. Implications for understanding the role of classical conditioning procedures in advertising are
discussed.
Randi Priluck (Rpriluck@pace.edu) is an associate professor of marketing at Pace University in New York. She received her Ph.D. from Drexel
University in 1995. Her research areas of interest include classical conditioning and its advertising implications, cobranding
strategies, and relationship marketing. She has written articles for theJournal of Advertising, theJournal of Current Issues and Research in Advertising, theJournal of Product & Brand Management, Psychology & Marketing, theJournal of Consumer Marketing, theJournal of Marketing Management, theJournal of Marketing Practice: Applied Marketing Science, theInternational Journal of Consumer Marketing, theInternational Journal of Retail & Distribution Management, theJournal of Marketing Education, and theJournal of Services Marketing.
Brian D. Till (Tillbd@slu.edu) is an associate professor and chair of marketing at Saint Louis University. He received his Ph.D. from the
University of South Carolina in 1993. His research areas of interest include classical conditioning, cobranding strategies,
and the use of celebrity endorsers in advertising. He has published in theJournal of Marketing Research, theJournal of Advertising, theJournal of Current Issues and Research in Advertising, Psychology & Marketing, theJournal of Product and Brand Management, and theJournal of Consumer Marketing. 相似文献
20.
A dyadic study of interpersonal information search 总被引:17,自引:0,他引:17
Mary C. Gilly John L. Graham Mary Finley Wolfinbarger Laura J. Yale 《Journal of the Academy of Marketing Science》1998,26(2):83-100
Although interpersonal word-of-mouth communication, by definition, takes place between two people, rarely has the phenomenon
of word of mouth been studied using both members of the dyad. Building on the literature, this article offers a model of active
interpersonal information search that is tested by using a method in which information seeker and source perceptions were
obtained. Source characteristics were important determinants of interpersonal influence, but seeker characteristics also played
an important role. Interestingly, it proved useful to distinguish between demographic and attitudinal homophily of seeker
and source as the former was inversely and the latter directly related to interpersonal influence.
Mary C. Gilly is an associate professor in the Graduate School of Management and associate dean of Graduate Studies at the University of
California, Irvine. Her Ph.D. is in marketing from the University of Houston. Her research interests include the unintended
effects of marketing actions, such as the effects of advertising on employees. She also has interests in services marketing,
such as customer service, including consumer complaint handling, and cross-cultural service encounters. Her work has been
published in theJournal of Marketing, theJournal of Consumer Research, theJournal of Business Research, and other academic journals.
John L. Graham is a professor in the Graduate School of Management at the University of California, Irvine. His Ph.D. is in marketing from
the University of California, Berkeley. His primary research interests regard international marketing, international business
negotiations, and structural equations modeling. His work has been published in theJournal of Marketing, theJournal of Consumer Research, Marketing Science, theJournal of International Business Studies, Management Science, and other academic journals.
Mary Finley Wolfinbarger is an associate professor at California State University, Long Beach and is doing research on the topics of internal marketing
and gift giving. She teaches Marketing Principles and Marketing Research. She received her Ph.D. in marketing from the University
of California, Irvine. Her work has appeared in theJournal of Marketing and other academic journals.
Laura J. Yale came to Fort Lewis College in 1991. She holds degrees in Hotel, Restaurant, and Travel Administration from the University
of Massachusetts, Amherst, and received her Ph.D. from the University of California, Irvine. She teaches a variety of courses
in Marketing and Travel and Tourism Administration, including Marketing Research, International Marketing and Services. Her
industry experience and most of her research interest are in the services sector, particularly the tourism industry. She is
on sabbatical leave this academic year, writing an introductory textbook on the tourism industry. She will return to teaching
in September 1998. 相似文献