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1.
In this article, the authors empirically test the notion that as the mean price of durables increases, the degree of dispersion
also increases. This effect holds even when they specifically consider variables such as the number of competitors and store
quality. The authors suggest that an individual-level perceptual mechanism, the psychophysics of price, at the aggregate level
helps explain continued price dispersion on the Web. These results are contrary to predictions from standard economic theory,
which suggest that readily available price information will result in increased price competition and lower price dispersion.
Two studies consistently demonstrate that as the mean price of an item increases, price dispersion also increases. These results
provide evidence that, contrary to general economic expectations, the Internet has not commoditized products. Retailers and
managers need to pay attention to Internet information but not be fearful of its impact on their pricing strategies.
Joan Lindsey-Mullikin (jmullikin@babson.edu; Ph.D., Arizona) is an assistant professor of marketing at Babson College. Her research and teaching
interests focus on pricing, retailing, and consumer behavior. She has published in journals such as theJournal of Retailing, Journal of the Academy of Marketing Science, Journal of Consumer Affairs, Journal of Social Psychology, andJournal of Product and Brand Management. She serves on the review board of theJournal of Product and Brand Management.
Dhruv Grewal (dgrewal@babson.edu; Ph.D., Virginia Tech) is the Toyota Chair in Commerce and Electronic Business and a professor of marketing
at Babson College. He is currently coeditor of theJournal of Retailing (2001-present). His research and teaching interests focus on e-business, retailing, global marketing, pricing and value-based
marketing strategies. He will be awarded the 2005 Lifetime Achievement in Behavioral Pricing Award (Fordham University, November
2005). He is a “Distinguished Fellow” of the Academy of Marketing Science. He has published more than 65 articles in journals
such as theJournal of Marketing, Journal of Consumer Research, Journal of Marketing Research, Journal of Retailing, andJournal of the Academy of Marketing Science. He was won awards for his teaching and research. He cochaired the 1993 Academy of Marketing Science Conference, the 1998
Winter American Marketing Association Conference “Reflections & Future Directions for Marketing,” and the 2001 AMA doctoral
consortium. He will be cochairing the American Marketing Association 2006 Summer Educator’s Conference. 相似文献
2.
The authors discuss the motivations for this special issue and propose a conceptual framework pertaining to the issue’s theme.
Using this framework as a backdrop, they then offer an overview of the remaining articles by segmenting them into categories
and discussing their relationship to the framework. They conclude by highlighting research avenues for augmenting our understanding
of marketing to and serving customers through the Internet.
A. Parasuraman (D.B.A., Indiana University) is a professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.
He has received many distinguished teaching and research awards. In 1988, he was selected as one of the “Ten Most Influential
Figures in Quality” by the editorial board ofThe Quality Review. In 1998, he received the American Marketing Association’s “Career Contributions to the Services Discipline Award.” In 2001,
he received the Academy of Marketing Science’s “Outstanding Marketing Educator Award.” Dr. Parasuraman has published numerous
articles in leading scholarly and managerial journals. He has served as editor of theJournal of the Academy of Marketing Science for a 3-year term (1997–2000). He has authored or coauthored several books, the most recent of which isTechno-Ready Marketing: How and Why Your Customers Adopt Technology (2001).
George M. Zinkhan is the Coca-Cola Company Chair of Marketing at the University of Georgia. After receiving his doctorate from the University
of Michigan, he served on the faculty at both the University of Houston and the University of Pittsburgh. His main research
focus is in the areas of communication, advertising, and electronic commerce. His recent coauthored books includeElectronic Commerce: A Strategic Perspective (2000) andConsumers (2002). 相似文献
3.
Alliance competence, resources, and alliance success: Conceptualization, measurement, and initial test 总被引:7,自引:0,他引:7
C. Jay Lambe Robert E. Spekman Shelby D. Hunt 《Journal of the Academy of Marketing Science》2002,30(2):141-158
This research examines the effect of an alliance competence on resource-based alliance success. The fundamental thesis guiding
this research is that an alliance competence contributes to alliance success, both directly and through the acquisition and
creation of resources. Using survey data gathered from 145 alliances, empirical tests of the hypotheses provide support for
the posited explanation of alliance success. The findings indicate that an alliance competence is not only antecedent to the
resources that are necessary for alliance success but also to alliance success itself.
C. Jay Lambe (Ph.D., The Darden School at University of Virginia) is an assistant professor of marketing in the Pamplin College of Business
at Virginia Tech. For 10 years prior to entering academe, he was engaged in business-to-business marketing for both Xerox
and AT&T. His research interests include business-to-business marketing, relationship marketing, marketing strategy, and sales
management. He has publications in theJournal of the Academy of Marketing Science, theJournal of Product Innovation Management, theEuropean Journal of Marketing, theJournal of Personal Selling and Sales Management, theInternational Journal of Management Reviews, theJournal of Business-to-Business Marketing, and theJournal of Relationship Marketing. He also serves as a reviewer for theJournal of Business-to-Business Marketing. Prior to joining the faculty at Virginia Tech, he was one of five Texas Tech University faculty members chosen in 1999 from
the entire university for the annual Outstanding Faculty Member Award by the Mortar Board and Omicron Delta Kappa (Texas Tech
University student organizations that recognize excellence in teaching).
Robert E. Spekman is the Tayloe Murphy Professor of Business Administration at the Darden School at the University of Virginia. He was formerly
a professor of marketing and associate director of the Center for Telecommunications at the University of Southern California.
He is an internationally recognized authority on business-to-business marketing and strategic alliances. His consulting experiences
range from marketing research and competitive analysis, to strategic market planning, supply chain management, channels of
distribution design and implementation, and strategic partnering. He has taught in a number of executive programs in the United
States, Canada, Latin America, Asia, and Europe. His executive program experience ranges from general marketing strategy,
to sales force management, to channels strategy, to creating strategic alliances, to business-to-business marketing strategy,
to a number of single-company and senior executive management programs. He has edited and/or written seven books and has authored
(coauthored) more than 80 articles and papers. He also serves as a reviewer for a number of marketing and management journals,
as well as for the National Science Foundation. Prior to joining the faculty at the University of Southern California, he
taught in the College of Business at the University of Maryland, College Park. During his tenure at Maryland, he was granted
the Most Distinguished Faculty Award by the MBA students on three separate occasions.
Shelby D. Hunt is the J. B. Hoskins and P. W. Horn Professor of Marketing at Texas Tech University, Lubbock. A past editor of theJournal of Marketing (1985–87), he is the author ofModern Marketing Theory: Critical Issues in the Philosophy of Marketing Science (South-Western, 1991) andA General Theory of Competition: Resources, Competences, Productivity, Economic Growth (Sage, 2000). He has written numerous articles on competitive theory, macromarketing, ethics, channels of distribution, philosophy
of science, and marketing theory. Three of hisJournal of Marketing articles—“The Nature and Scope of Marketing” (1976), “General Theories and Fundamental Explananda of Marketing” (1983), and
“The Comparative Advantage Theory of Competition” (1995) (with Robert M. Morgan)—won the Harold H. Maynard Award for the best
article on marketing theory. His 1985Journal of Business Research article with Lawrence B. Chonko, “Ethics and Marketing Management,” received the 2000 Elsevier Science Exceptional Quality
and High Scholarly Impact award. His 1989 article, ”Reification and Realism in Marketing: in Defense of Reason,” won theJournal of Macromarketing Charles C. Slater Award. For his contributions to theory and science in marketing, he received the 1986 Paul D. Converse
Award from the American Marketing Association, the 1987 Outstanding Marketing Educator Award from the Academy of Marketing
Science, and the 1992 American Marketing Association/Richard D. Irwin Distinguished Marketing Educator Award. 相似文献
4.
C. Jay Lambe Robert E. Spekman Shelby D. Hunt 《Journal of the Academy of Marketing Science》2000,28(2):212-225
Research on relational exchange has focused primarily on long-term, or “enduring,” relational exchange. The evolutionary model
of relationship development that is the foundation for much of the research on enduring relational exchange lacks applicability
for short-term, or “interimitic,” relational exchange. Interimistic relational exchange is defined as a close, collaborative,
fast-developing, short-lived exchange relationship in which companies pool their skills and/or resources to address a transient,
albeit important, business opportunity and/or threat. Because interimistic exchange relationships must quickly become functional
and have a short life, these relationships have less time to fully develop the relational governance mechanisms assumed in
the evolutionary model. There-fore, interimistic relational exchange appears to relymore on nonrelational mechanisms than does enduring relational exchange. This article (1) examines how interimistic relational
exchange governance differs from that of enduring relational exchange and (2) develops propositions for further research on
interimistic relational exchange.
C. Jay Lambe received his doctorate from the Darden School at the University of Virginia. He is an assistant professor of marketing at
Texas Tech University. Prior to entering academe, he was engaged in business-to-business marketing for both Xerox and AT&T.
His research interests include business-to-business marketing, relationship marketing, marketing strategy, and sales management.
He has publications in theJournal of Product Innovation Management, theEuropean Journal of Marketing, theJournal of Personal Selling and Sales Management, and theInternational Journal of Management Reviews. In 1999, he was one of five Texas Tech University faculty members chosen by the students for the annual Outstanding Faculty
Member Award.
Robert E. Spekman is the Tayloe Murphy Professor of Business Administration at the Darden School. He was formerly a professor of marketing
and associate director of the Center for Telecommunications at the University of Southern California (USC). He is a recognized
authority on business-to-business marketing and strategic alliances. His consulting experiences range from marketing research
and competitive analysis to strategic market planning, supply chain management, channels of distribution design and implementation,
and strategic partnering. He has taught in a number of executive programs in the United States, Canada, Latin America, Asia,
and Europe. He has edited/written seven books and has authored (coauthored) more than 80 articles and papers. He also serves
as a reviewer for a number of marketing and management journals as well as for the National Science Foundation. Prior to joining
the faculty at USC, he taught in the College of Business at the University of Maryland, College Park. During his tenure at
Maryland, he was granted the Most Distinguished Faculty Award by the MBA students on three separate occasions.
Shelby D. Hunt is the J. B. Hoskins and P. W. Horn Professor of Marketing at Texas Tech University, Lubbock, Texas. A past editor of theJournal of Marketing (1985–1987) and author ofModern Marketing Theory: Critical Issues in the Philosophy of Marketing Science (South-Western, 1991), he has written numerous articles on competitive theory, macro marketing, ethics, channels of distribution,
and marketing theory. Three of hisJournal of Marketing articles, “The Nature and Scope of Marketing” (1976), “General Theories and the Fundamental Explananda of Marketing” (1983),
and “The Comparative Advantage Theory of Competition” (1995) won the Harold H. Maynard Award for the “best article on marketing
theory”. He received the 1986 Paul D. Converse Award from the American Marketing Association for his “outstanding contributions
to theory and science in marketing”. He received the 1987 Outstanding Marketing Educator Award from the Academy of Marketing
Science and the 1992 American Marketing Association/Richard D. Irwin Distinguished Marketing Educator Award. His new and provocative
book is titledA General Theory of Competition: Resources, Competences, Productivity, Economic Growth (Sage, 2000). 相似文献
5.
In this article, the authors first propose and discuss a conceptual framework pertaining to the theme of this special issue.
This framework portrays “markets” as consisting of “customers” and “consumers,” specifies the distinction as well as linkages
between the two, and outlines specific components of individual linkages between pairs of entities within markets. Using this
framework as a backdrop, the article then provides an overview of the rest of the special issue by discussing how each of
the remaining articles relate to the framework and to one another.
A. Parasuraman (D.B.A., Indiana University) is a professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.
He teaches and does research in services marketing, service-quality measurement, and the role of technology in marketing to
and serving customers. He has received many distinguished teaching and research awards, including, most recently, the “Career
Contributions to the Services Discipline Award” given by the American Marketing Association's (AMA) SERVSIG. He has written
numerous articles in journals such as theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, andSloan Management Review. He is the author of a marketing research text and coauthor of two books on service quality and services marketing. In addition
to being the editor of theJournal of the Academy of Marketing Science (JAMS), he serves on the editorial review boards of five other journals.
Dhruv Grewal (Ph.D., Virginia Tech) is Interim-Chair and a professor of marketing at the University of Miami. He has published more than
40 articles in journals such as theJournal of Marketing, theJournal of Consumer Research, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, and theJournal of Retailing. His research interests focus on retailing, pricing, international marketing, and consumer behavior issues. He currently
serves on the editorial review boards of theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Retailing, and theJournal of Public Policy & Marketing. He has won awards for both his teaching and research. He has coedited a special issue of theJournal of Public Policy & Marketing and of theJournal of Retailing. He was recently elected to the AMA Academic Council—VP Research and Conferences (1999–2001). He is currently writing a book
onMarketing Research (publisher: Houghton Mifflin). 相似文献
6.
7.
A voice from the silent masses: An exploratory and comparative analysis of noncomplainers 总被引:2,自引:0,他引:2
Clay M. Voorhees Michael K. Brady David M. Horowitz 《Journal of the Academy of Marketing Science》2006,34(4):514-527
This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers.
Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n=149) explored reasons why customers do not complain after experiencing service failures. In the quantitative study (n=530), two kinds of noncomplainers who either (a) received organization-initiated recoveries or(b) exited the encounters without
recoveries were compared with three kinds of complaining customers who received (a) satisfactory recoveries, (b) dissatisfactory
recoveries, or (c) no recoveries. The five customer groups were compared across repurchase intentions, negative affect, perceived
regret, and intentions to engage in negative word of mouth. The results of the comparative analyses challenge existing views
of noncomplainers’ repurchase intentions and negative outcome levels.
Clay M. Voorhees (voorhees@bus.msu.edu) is an assistant professor of marketing at Michigan State University. His research interests are in
the areas of service decision making, consumer complaining behavior, customer equity, and the development and application
of innovative research methods to service decision making models. Clay’s research has been published inJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Services Marketing.
Michael (“Mike”) K. Brady (mbrady@cob.fsu.edu) is an associate professor of marketing and director of the doctoral program at Florida State University.
His research interests are in the areas of managing the service decision-making process, managing service failure, and the
strategic ramifications of branding for service firms. Mike’s research has been published in theJournal of Marketing, Journal of Service Research, Journal of Retailing, Psychology & Marketing, Journal of Business Research,
Journal of Services Marketing, International Journal of Service Industry Management, and other outlets. Mike has won both the M. Wayne Delozier Award for Best Conference Paper at the Academy of Marketing Science
Conference and the Steven J. Shaw Award for Best Conference Paper at the Society for Marketing Advances Conference. Mike serves
on the editorial review boards of theJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Retailing and was named an Outstanding Reviewer by theJournal of Retailing in 2004.
David M. Horowitz (dmh03@fsu.edu) is a marketing doctoral candidate at Florida State University whose interests include services marketing,
cognitive anthropology research methods, and marketing and public policy issues. He completed his MBA at San Diego State University
and holds a BS in industrial engineering from Stanford University. David’s research has been published in theJournal of the Academy of Marketing Science and the proceedings of national and regional conferences. 相似文献
8.
Service quality, profitability, and the economic worth of customers: What we know and what we need to learn 总被引:22,自引:0,他引:22
Valarie A. Zeithaml 《Journal of the Academy of Marketing Science》2000,28(1):67-85
In the past, expenditures on quality have not been explicitly linked to profits because costs and savings were the only variables
on which information was available. More recently, evidence about the profit consequences of service quality stemming from
other sources has been found. This article synthesizes recent evidence and identifies relationships between service quality
and profits that have been and need to be examined. The article views the literature in six categories: (1) direct effects
of service quality on profits; (2) offensive effects; (3) defensive effects; (4) the link between perceived service quality
and purchase intentions; (5) customer and segment profitability; and (6) key service drivers of service quality, customer
retention, and profitability. In each category, the author identifies what is known and then suggests an agenda of relationships
needing validation and questions needing answers. The article is organized around a conceptual framework linking the six topics.
Valarie A. Zeithaml is Professor, Area Chair of Marketing and Sarah Graham Kenan Distinguished Scholar at the Kenan-Flagler Flagler Business
School of the University of North Carolina, Chapel Hill. She obtained an MBA and doctorate from the University of Maryland
and has devoted the past 20 years to researching and teaching the topics of service quality and services management. She has
won numerous teaching and research awards, including the Ferber Award from theJournal of Consumer Research, the Maynard Award from theJournal of Marketing, the Jagdish Sheth Award from theJournal of the Academy of Marketing Science, and the O'Dell Award from theJournal of Marketing Research. 相似文献
9.
Technology infusion in service encounters 总被引:22,自引:0,他引:22
Mary Jo Bitner Stephen W. Brown Matthew L. Meuter 《Journal of the Academy of Marketing Science》2000,28(1):138-149
Service encounters are critical in all industries, including those that have not been traditionally defined as service industries.
The increasing deployment of technology is altering the essence of service encounters formerly anchored in a “low-tech, high-touch”
paradigm. This article explores the changing nature of service, with an emphasis on how encounters can be improved through
the effective use of technology. The authors examine the ability of technology to effectively (1) customize service offerings,
(2) recover from service failure, and (3) spontaneously delight customers. The infusion of technology is examined as an enabler
of both employees and customers in efforts to achieve these three goals. Although the infusion of technology can lead to negative
outcomes and may not be embraced by all customers, the focus of this article is on the benefits of thoughtfully managed and
effectively implemented technology applications. Past research and industry examples are featured and future research directions
and managerial implications are highlighted.
Mary Jo Bitner is the AT&T Professor of Services Marketing and Management and the research director of the Center for Services Marketing
& Management at Arizona State University. Her research focuses on customer evaluations of service, selfservice technologies,
and service delivery issues. She has published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, and theInternational Journal of Service Industry Management. She is coauthor of the textServices Marketing (McGraw-Hill, 2d ed., 2000).
Stephen W. Brown holds the Edward M. Carson Chair of Services Marketing and Management, is Professor of Marketing, and director of the Center
for Services Marketing & Management at Arizona State University. His research focuses on services marketing strategy, service
delivery, customer loyalty, and service recovery. He has published in theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, and theJournal of Retailing. He is the coeditor of theAdvances in Services Marketing and Management series.
Matthew L. Meuter is Assistant Professor of Marketing at Villanova University with a Ph.D. in marketing from Arizona State University. His
research interests focus on the impact technology has on the marketing function, the changing nature of technologically based
service encounters, customer satisfaction with self-service technologies, and customer adoption of technologically based service
delivery innovations. His research has been published in the American Marketing Association's (AMA)Educators' Proceedings and has been presented at several national conferences. 相似文献
10.
Sangphet Hanvanich K. Sivakumar G. Tomas M. Hult 《Journal of the Academy of Marketing Science》2006,34(4):600-612
Extensive research has documented how firms’ learning orientation and memory are related to organizational performance. The
objective of this study is to examine the moderating role of turbulence on the relationships between firms’ learning orientation
and memory and their organizational performance and innovativeness. The study also provides insight into the differential
relationships of firms’ learning orientation and memory to their performance and innovativeness. Using survey data collected
from 200 supply management professionals, the results suggest that the extent to which learning and memory are associated
with organizational performance is contingent on the level of environmental turbulence. Specifically, under low environmental
turbulence, learning orientation and organizational memory appear to be related to performance and innovativeness; however,
under high environmental turbulence, only learning orientation is a useful predictor.
Sangphet Hanvanich (hanvanich@xavier.edu) is an assistant professor of marketing at Xavier University. She received her PhD from Michigan State
University. She has published in various journals including theJournal of Service Research andStrategic Management Journal. Her primary research interests are in the areas of marketing strategy, marketing alliances, international business, and
international marketing.
K. Sivakumar (k.sivakumar@lehigh.edu) (PhD, Syracuse University) is the Arthur Tauck Professor of International Marketing and Logistics,
chairperson, and a professor of marketing in the Department of Marketing at Lehigh University. Before joining Lehigh in 2001,
he spent 9 years as a faculty member with the University of Illinois at Chicago. His research interests include pricing, global
marketing, and innovation management. His research has been published in theJournal of the Academy of Marketing Science, the Journal of Marketing, theJournal of International Business Studies, Decision Sciences Journal, Marketing Letters, the Journal of Business Research,
the Journal of Interactive Marketing, theJournal of International Marketing, International Marketing Review, theJournal of Product Innovation Management, Pricing Strategy & Practice: An International Journal, Psychology & Marketing, Marketing
Science Institute’s Working Paper Series, and other publications. He has won several awards for his research (including the Donald Lehmann Award) and is on the editorial
review board of several scholarly journals. He has won outstanding reviewer awards from two journals. Home page: www.lehigh
.edu/~kasg.
G. Tomas M. Hult (nhult@msu.edu) is a professor of marketing and supply chain management and director of the Center for International Business
Education and Research at Michigan State University. He serves as executive director of the Academy of International Business.
He is associate editor of theJournal of International Business Studies, Decision Sciences, and theJournal of Operations Management. His research has been published in theJournal of the Academy of Marketing Science, Academy of Management Journal, Strategic Management Journal, theJournal of Marketing, Decision Sciences, theJournal of Operations Management, theJournal of Management, and theJournal of Retailing, among others. 相似文献
11.
Salesperson cooperation has become a crucial issue for the overall performance of most sales organizations. The authors examine
the antecedents of task-specific, cooperative behaviors of salespersons toward other salespeople working in the same organization.
The main theses of the study are that (1) the four major antecedent categories of factors—relational, task, organizational,
and personal— constitute, collectively, the primary determinants of salesperson cooperation and (2) each antecedent category
exerts, independently, significant influence on the cooperative behaviors of salespersons. The results support the main theses
and provide useful insights for sales managers attempting to foster cooperation among salespeople. The relative impact of
each antecedent category, as well as the effects of specific variables within each, is discussed.
Cengiz Yilmaz is an assistant professor of marketing at Gebze Institute of Technology, Turkey. He obtained his Ph.D. in marketing from
Texas Tech University in 1999. His research interests focus on sales management, distribution channels and relationship marketing,
and strategic issues concerning intra- and interfirm aspects in marketing systems and their links with business performance.
His research has been published in various conference proceedings.
Shelby D. Hunt is the J. B. Hoskins and P. W. Horn Professor of Marketing at Texas Tech University, Lubbock, Texas. A past editor of theJournal of Marketing (1985–1987), he is the author ofModern Marketing Theory: Critical Issues in the Philosophy of Marketing Science (South-Western, 1991) andA General Theory of Competition: Resources, Competences, Productivity, Economic Growth (Sage Publications, 2000). He has written numerous articles on competitive theory, macromarketing, ethics, channels of distribution,
philosophy of science, and marketing theory. Three of hisJournal of Marketing articles, “The Nature and Scope of Marketing” (1976), “General Theories and Fundamental Explananda of Marketing” (1983),
and “The Comparative Advantage Theory of Competition” (1995) (with Robert M. Morgan) won the Harold H. Maynard Award for the
“best article on marketing theory.” His 1985Journal of Business Research article with Lawrence B. Chonko, “Ethics and Marketing Management,” received the 2000 Elsevier Science Exceptional Quality
and High Scholarly Impact Award. His 1989 article, “Reification and Realism in Marketing: In Defense of Reason,” won theJournal of Macromarketing Charles C. Slater Award. For his contributions to theory and science in marketing, he received the 1986 Paul D. Converse
Award from the American Marketing Association, the 1987 Outstanding Marketing Educator Award from the Academy of Marketing
Science, and the 1992 American Marketing Association/Richard D. Irwin Distinguished Marketing Educator Award. 相似文献
12.
Merrie Brucks Valarie A. Zeithaml Gillian Naylor 《Journal of the Academy of Marketing Science》2000,28(3):359-374
Delivering quality products requires an understanding of the critical dimensions and cues that consumers use to judge quality.
To that end, this article addresses two fundamental research issues. Using a qualitative study, the authors first develop
a generalizable typology of quality dimensions for durable goods that includes ease of use, versatility, durability, serviceability,
performance, and prestige. Second, the authors conduct a process-tracing laboratory experiment to examine how key marketing
variables—price, brand name, and product attributes—affect consumers’ judgment processes and inferences about how products
perform on the six quality dimensions. Results of the experiment indicate that consumers use price and brand name differently
to judge the quality dimensions, searching for price and brand name much more frequently when evaluating prestige than when
evaluating any other quality dimension. Results suggest that managers must determine the relevant quality dimensions for a
product category and the cues that are salient for judging those dimensions.
Merrie Brucks is a professor of marketing at the University of Arizona, where she also holds a joint appointment in the Department of Psychology.
She received her Ph. D. in marketing from Carnegie Mellon University. Her research first received scholarly recognition in
1984, when she won the Robert Ferber Award for the best doctoral dissertation in the field of consumer behavior. Since that
time, she has published extensively in consumer psychology, focusing on memory, information search, judgment, and decision-making
processes. In other research she has examined a variety of public policy issues related to advertising.
Valarie A. Zeithaml is a professor and area chair at the Kenan-Flagler Business School of the University of North Carolina, Chapel Hill. She
is also a Sarah Graham Kenan Distinguished Scholar at that institution. She obtained an MBA and doctorate from the University
of Maryland and has devoted the past 20 years to researching and teaching the topics of service quality and services management.
She is the author ofDelivery Quality Service: Balancing Customer Perceptions and Expectations and ofServices Marketing, a textbook now in its second edition. She has won numerous teaching and research awards, including the Ferber Award from
theJournal of Consumer Research, the Maynard Award from theJournal of Marketing, the Jagdish Sheth Award from theJournal of the Academy of Marketing Science, and the O’Dell Award from theJournal of Marketing Research.
Gillian Naylor is an assistant professor of marketing at the University of Nevada Las Vegas. She obtained a doctorate from the University
of Arizona in 1996. Her research interests are within the consumer judgment and decision-making domain, with specific interest
in postpurchase processes and services marketing. 相似文献
13.
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
14.
Thorsten Hennig-Thurau Mark B. Houston Gianfranco Walsh 《Journal of the Academy of Marketing Science》2006,34(4):559-575
In several product categories, it is typical to release products sequentially to different markets and customer segments.
Conventional knowledge holds that the roles of various product success drivers do not differ significantly across these sequential
channels of distribution. The authors examine sequential distribution channels within the motion picture industry and develop
a model that proposes that such differences exist between a primary (short- and long-term theatrical box office) and a sequential
(video rental) channel. The authors test their model with a sample of 331 motion pictures released in theaters and on video
during 1999–2001 using partial least squares. Results reveal differences in the impact of success factors across channels.
For example, cultural familiarity enhances box office success but relates negatively to video rental success, and distribution
intensity and date of release enhance box office outcomes but have no impact on rental revenues.
Thorsten Hennig-Thurau (tht@medien.uni-weimar.cie) is a professor of marketing and media research at Bauhaus-University of Weimar’s Media School
and Honorary Visiting Professor of Movie Marketing in the Faculty of Management of Cass Business School, City University London.
He has published articles in theJournal of Marketing, theJournal of Service Research, theInternational Journal of Electronic Commerce, theJournal of Interactive Marketing, Psychology & Marketing, and theJournal of Consumer Affairs, among others. He is author of the monograph Relationship Marketing, which has been translated into Chinese. He is member
of the editorial board of three journals and serves as reviewer for theJournal of Marketing andMarketing Science. He has won eight Best Article and Best Paper Awards, including the Overall Best Paper Award of the 2005 American Marketing
Association Summer Educators’ Conference and the 2002JSR Excellence in Service Research Award.
Mark B. Houston (houstonmb@missouri.edu) (PhD, Arizona State University) is the David and Judy O’Neal MBA Professor at the University of
Missouri-Columbia. His research on strategy, interfirm relationships, and innovation has been published in leading journals,
including theJournal of Marketing, theJournal of Marketing Research, theJournal of Consumer Research, Marketing Science, theJournal of the Academy of Marketing Science, and theJournal of Financial and Quantitative Analysis. He cochaired the 2005 American Marketing Association (AMA) Summer Educators’ Conference and served for two terms as vice
president of the AMA’s Technology and Marketing Special Interest Group.
Gianfranco Walsh (g.walsh@strath.ac.uk) received his MPhil degree from UMIST (England) and PhD (2001) and Habilitation (2004) degrees from
Hanover (Germany). His research focuses on consumer behavior, corporate reputation, and e-commerce. He has presented numerous
papers at international conferences. His work has been published in, among others, theAcademy of Marketing Science Review, the International Journal of Electronic Commerce, theJournal of Consumer Affairs, theJournal of Interactive Marketing, theJournal of Macromarketing, and theJournal of Marketing Management. He is the Chair of Marketing and Electronic Retailing at the Institute for Management, University of Koblenz-Landau. 相似文献
15.
Theory and external validity 总被引:2,自引:0,他引:2
John G. Lynch 《Journal of the Academy of Marketing Science》1999,27(3):367-376
Winer (1999 [this issue]) proposes that external validity concerns require more attention in theoretical research. The author
argues that one cannot “enhance” external validity by choosing one method over another. External validity can only be “assessed”
by better understanding how the focal variables in one’s theory interact with moderator variables that are seen as irrelevant
early in a research stream. Findings from single real-world settings and specific sets of “real” people are no more likely
to generalize than are findings from single laboratory settings with student subjects. Both the laboratory and real world
vary in background facets of subject characteristics, setting, context, relevant “history,” and time. It is only when these
facets vary and we see how they interact that understanding of external validity is enhanced. For this to happen, the observable
“background” factors have to be conceptualized in terms of more general constructs and incorporated as moderators into the
researcher’s theory. Enriched theory—not method—confers confidence in our understanding of whether effects will be robust
or highly contingent. To map this knowledge to some specific substantive system requires an added step of understanding the
mapping from observables in that system onto theoretical constructs. The author proposes “friendly amendments” to Winer’s
three proposals to pursue a better understanding of external validity through theory.
John G. Lynch, Jr. is the Hanes Corporation Foundation Professor of Business Administration at Duke University. His research and teaching interests
are in consumer behavior, electronic commerce, and validity issues in research methodology. He a past president of the Association
for Consumer Research, past associate editor for theJournal of Consumer Research, and past associate editor and coeditor of theJournal of Consumer Psychology. He has been the recipient of the MSI/Paul Root Award atJournal of Marketing, the William O’Dell Award atJournal of Marketing Research, and has twice been the recipient of theJournal of Consumer Research best article award. 相似文献
16.
The strategic imperative and sustainable competitive advantage: Public policy implications of resource-advantage theory 总被引:2,自引:0,他引:2
Shelby D. Hunt 《Journal of the Academy of Marketing Science》1999,27(2):144-159
Strategy theorists share (1) the view that the strategic imperative of a firm should be sustained, superior financial performance
and (2) the belief that this goal can be achieved through a sustainable competitive advantage in the marketplace. Neoclassical
perfect competition and traditional industrial organization economics, however, imply that the sustained performance goal
advocated by strategy theorists is anticompetitive and its achievement presumptively detrimental to social welfare. This article
addresses the strategy-is-anticompetitive thesis with the goal of grounding strategy in a theory of competition— resource-advantage
theory—that does not imply that the strategic imperative and its achievement are presumptively anticompetitive and antisocial.
As such, this article initiates a discussion of the public policy implications of resource-advantage theory.
Shelby D. Hunt is the J. B. Hoskins and P. W. Horn Professor of Marketing at Texas Tech University, Lubbock, Texas. A past editor of theJournal of Marketing (1985–1987) and author ofModern Marketing Theory: Critical Issues in the Philosophy of Marketing Science (South-Western, 1991), he has numerous articles on competitive theory, macromarketing, ethics, channels of distribution,
philosophy of science, and marketing theory. Three of hisJournal of Marketing articles, “The Nature and Scope of Marketing” (1976), “General Theories and Fundamental Explananda of Marketing” (1983),
and “The Comparative Advantage Theory of Competition” (1995), have won the Harold H. Maynard Award for the “best article on
marketing theory.” He received the 1986 Paul D. Converse Award from the American Marketing Association for his contributions
to theory and science in marketing. He received the 1987 Outstanding Marketing Educator Award from the Academy of Marketing
Science and the 1992 American Marketing Association/Richard D. Irwin Distinguished Marketing Educator Award. 相似文献
17.
Naresh K. Malhotra Mark Peterson Susan Bardi Kleiser 《Journal of the Academy of Marketing Science》1999,27(2):160-183
This article provides observations on the state of the art in marketing research during 1987–1997. As such, it updates the
earlier state-of-the-art review by Malhotra (1988), which won theJournal of the Academy of Marketing Science (JAMS) Best Article Award. The primary thrust of articles published in theJournal of Marketing Research during 1987–1997 is reviewed to determine important areas of research. In each of these areas, the authors summarize recent
developments, highlight the state of the art, offer some critical observations, and identify directions for future research.
They present a cross-classification of various techniques and subject areas, and make some observations on the applications
of these techniques to address specific substantive and methodological issues in marketing research. The article concludes
with some general directions for marketing research in the twenty-first century.
Naresh K. Malhotra is Regents’ Professor in the DuPree College of Management at the Georgia Institute of Technology. He is listed in Marquis
Who’s Who in America. In an article by Wheatley and Wilson (1987 AMA Educators’ Proceedings), he was ranked number one in
the country based on articles published in theJournal of Marketing Research during 1980–1985. He also holds the all-time record for the maximum number of publications in theJournal of Health Care Marketing. He is ranked number one based on publications in theJournal of the Academy of Marketing Science (JAMS) since its inception through Volume 23, 1995. He is also number one based on publications inJAMS during the 10-year period 1986–1995. He has published more than 75 articles in major refereed journals including theJournal of the Academy of Marketing Science, theJournal of Marketing Research, theJournal of Consumer Research, Marketing Science, theJournal of Marketing, theJournal of Retailing, theJournal of Health Care Marketing, and leading journals in statistics, management science, and psychology. He was chairman of the Academy of Marketing Science
Foundation from 1996 to 1998, president of the Academy of Marketing Science from 1994 to 1996, and chairman of the Board of
Governors from 1990 to 1992. He is a Distinguished Fellow of the Academy and Fellow of the Decision Sciences Institute.
Mark Peterson is an assistant professor at the University of Texas at Arlington. His research interests include methods, affect, international
marketing, and quality of life. His work has been published in theInternational Marketing Review, theJournal of Business Research, and theJournal of Macromarketing. He is on the editorial review board for theJournal of Macromarketing.
Susan Bardi Kleiser is an assistant professor of marketing at the University of Texas at Arlington. She holds a Ph.D. in marketing from the University
of Cincinnati. Her research interests include consumer decision making, product management, international marketing, marketing
ethics, and marketing research and modeling techniques. Her research has appeared inResearch in Marketing, Advances in Consumer Research, and several proceedings. 相似文献
18.
In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis
of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further
research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the
quality-value-loyalty chain with the “pyramid model,” which emphasizes the increasing importance of technology-customer, technology-employee,
and technology-company linkages in serving customers. Using this integrated framework as a spring-board, they identify a number
of avenues for additional inquiry pertaining to the three types of linkages.
A. Parasuraman (D.B.A, Indiana University) is a professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.
He teaches and does research in services marketing, service-quality measurement, and the role of technology in marketing to
and serving customers. He has received many distinguished teaching and research awards, including, most recently, the “Career
Contributions to the Services Discipline Award” given by the American Marketing Association's (AMA) SERVSIG. He has written
numerous articles in journals such as theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, andSloan Management Review. He is the author of a marketing research text and coauthor of two books on service quality and services marketing. In addition
to being the editor of theJournal of the Academy of Marketing Science (JAMS), he serves on the editorial review boards of five other journals.
Dhruv Grewal (Ph.D., Virginia Tech) is Interim-Chair and a professor of marketing at the University of Miami. He has published more than
40 articles in journals such as theJournal of Marketing, theJournal of Consumer Research, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, and theJournal of Retailing. His research interests focus on retailing, pricing, international marketing, and consumer behavior issues. He currently
serves on the editorial review boards of theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Retailing, and theJournal of Public Policy & Marketing. He has won awards for both his teaching and research. He has coedited a special issue of theJournal of Public Policy & Marketing and of theJournal of Retailing. He was recently elected to the AMA Academic Council—VP Research and Conferences (1999–2001). He is currently writing a book
onMarketing Research (publisher: Houghton Mifflin). 相似文献
19.
The purpose of this study is to provide a preliminary investigation of the effectiveness of Internet marketers’ various attempts
to develop consumer trust through Web signals. The work is an exploration of the context-specific nature of trust in e-commerce.
An online experiment compares three potential signals of trust in an Internet retail firm: (1) a third-party certification
(i.e., a “trustmark”), (2) an objective-source rating (i.e., a review from Consumer Reports magazine), and (3) an implication
of investment in advertising (i.e., a television advertisement to air during the Super Bowl). The trustmark had the greatest
effect on perceived trustworthiness, influencing respondents’ beliefs about security and privacy, general beliefs about firm
trustworthiness, and willingness to provide personal information. The relationship between Internet experience and trust was
in the form of an inverted U.
K. Damon Aiken (kaiken@mail.ewu.edu) is an assistant professor at Eastern Washington University at Cheney, Washington. He received his PhD
from the University of Oregon. His primary teaching and research interests lie in Internet marketing, consumer attitude formation,
and trust development. He has also published in the area of sport marketing, investigating fan attitudes and values. His research
has appeared in theJournal of Advertising Research, theInternational Journal of Internet Marketing and Advertising, theBusiness Research Yearbook, andSport Marketing Quarterly, among others.
David M. Boush (dmboush@lcbmail.uoregon.edu) is an associate professor of marketing in the Lundquist College of Business at the University
of Oregon in Eugene. He received his PhD from the University of Minnesota. His research interests center on the relationship
between consumer behavior and marketing management decisions, especially those involving advertising, branding, and the Internet.
His research has appeared in publications such as theJournal of Marketing Research, theJournal of Consumer Research, theJournal of Business Research, theJournal of International Business Studies, Psychology and Marketing, Marketing Letters, and theJournal of Current Issues and Research in Marketing. He serves on the editorial board of theJournal of the Academy of Marketing Science. 相似文献
20.
The moderating effect of organizational cohesiveness in knowledge use and new product development 总被引:5,自引:0,他引:5
Beverly K. Brockman Robert M. Morgan 《Journal of the Academy of Marketing Science》2006,34(3):295-307
This study examined the influence of cohesiveness, an organizational cultural variable, on knowledge use and organizational
learning within the context of new product development (NPD). The authors surveyed NPD managers from 323 firms, representing
a wide range of product classifications, about their firms’ levels of cohesiveness and NPD efforts. Using structural equation
modeling, the authors demonstrated that organizational cohesiveness has a moderating influence on both an organization’s use
of its existing knowledge to develop innovative new products and the resulting performance of those products, which emphasizes
how influential organizational “mind-set” can be. By considering cohesiveness an influence in new product innovativeness and
new product performance, the authors incorporated a cultural variable that has received little attention in the NPD and more
general marketing literature. This research reveals that much is left to learn about cohesiveness and that understanding it
can advance knowledge use, organizational learning, and innovation.
Beverly K. Brockman (bev-brockman@utc.edu) is an assistant professor of marketing at the University of Tennessee at Chattanooga. She holds BBA
and MBA degrees from the University of Kentucky and a PhD from the University of Alabama. Her specialty areas include marketing
strategy, entrepreneurship, product development, and organizational learning. Dr. Brockman has been an American Marketing
Association Doctoral Consortium Fellow, and her work has been published inDecision Sciences, Journal of Services Research, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, and others.
Robert M. Morgan (rmorgan@cba.ua.edu) (PhD, 1991, Texas Tech University) is Phifer Faculty Fellow and department head, Department of Management
and Marketing, in the Culverhouse College of Commerce and Business Administration at the University of Alabama. His interests
focus on relationship marketing and marketing strategy, and his research in these areas has been published in theJournal of Marketing, theAcademy of Management Journal, Decision Sciences, and other journals and book chapters. His article “The Commitment-Trust Theory of Relationship Marketing,” coauthored with
Shelby D. Hunt and published in 1993 in theJournal of Marketing, was recognized in 2004 by the Institute for Scientific Information as the most cited article in business and economics journals
over the previous decade. His article “The Comparative Advantage Theory of Competition,” also coauthored with Shelby D. Hunt
and published in 1995 in theJournal of Marketing, received the Sheth Foundation/Journal of Marketing Award in 2004. 相似文献