首页 | 本学科首页   官方微博 | 高级检索  
相似文献
 共查询到20条相似文献,搜索用时 0 毫秒
1.
The article investigates how the marketer’s fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buyer behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis) confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn.  相似文献   

2.
In this study, we build on prior research in marketing and executive compensation to show that customer satisfaction is a significant determinant of CEO bonuses. Findings demonstrate that the success of CEOs in managing customer satisfaction has a direct, personal, and economic impact in the form of their annual bonus awards. Our study contributes to research on the use of customer satisfaction information, marketing accountability, and marketing’s board level relevance. Our research also extends marketing theory by pointing to a previously unexamined role for marketing performance metrics.  相似文献   

3.
This research investigated how customers' relationships with a service organization affect their reactions to service failure and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship continuity had lower service recovery expectations after a service failure and also attributed that failure to a less stable cause. Both the lower recovery expectations and the lower stability attributions were associated with greater satisfaction with the service performance after the recovery. These effects appeared to be key processes by which relationships buffer service organizations when service failures occur. Ronald L. Hess Jr. (ron. hess@business.wm.edu) (Ph.D., Virginia Tech) is currently an assistant professor of marketing at the College of William & Mary. His research interests include customer responses to service and product failures; organizational complaint handling; and customer assessments of satisfaction, loyalty, and service quality. He has published his research inMarketing Letters and several conference proceedings. Shankar Ganesan (sganesan @bpa.arizona.edu) (Ph.D., University of Florida) is an associate professor of marketing and Lisle and Rosslyn Payne Fellow in Marketing at the Eller College of Business and Public Administration, University of Arizona. His research interests focus on the areas of interorganizational relationships, buyer-seller negotiations, service failure and recovery, new product innovation, and E-marketing. He is the author of several articles that have appeared in leading academic journals, including theJournal of Marketing Research, theJournal of Marketing, theJournal of Retailing, theJournal of Personal Selling and Sales Management, theJournal of the Academy of Marketing Science, and theJournal of Applied Psychology. He currently serves on the editorial review board of theJournal of Marketing Research and theJournal of Marketing. Noreen M. Klein (nklein@vt.edu) (Ph.D., Pennsylvania State University) is currently an associate professor of marketing at Virginia Polytechnic Institute and State University. Her research interests include consumer decision making and the behavioral aspects of pricing, and her research has been published in the theJournal of Consumer Research, Organizational Behavior and Human Decision Making, and theJournal of the Academy of Marketing Science.  相似文献   

4.
Existing research implicitly assumes that all factors known to influence customer satisfaction are likewise important for investor behavior. However, if investors do not equally value activities targeting different satisfaction drivers, managers focusing on short-term stock returns might over- or under-emphasize certain satisfaction drivers to the detriment of the long-term success of the firm. Therefore, we extend prior research on the value relevance of customer satisfaction by assessing the relationship between the dynamics of key satisfaction drivers and contemporaneous risk-adjusted stock returns. Moreover, we compare three major markets using a dataset covering nearly the entire set of car brands sold between 2004 and 2008. Our results show that investors react to information related to perceived product quality, whereas, surprisingly, the cost of ownership and dealer service quality are unimportant despite the importance attributed to them in consumer research. Furthermore, we observe that information concerning the U.S. market dominates that of the UK and German markets.  相似文献   

5.
This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers' emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers' emotional responses to service failures influence how they evaluate an organization's recovery efforts. The research is conducted by surveying customers about their satisfaction judgments in two service settings, restaurants and hotels. The results suggest that customers' emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and that the effects of emotion vary across industry settings. This study identifies the types of efforts that are most effective in helping customers “recover” from the negative emotions caused by service failures. Amy K. Smith (Ph.D., University of Maryland) is currently an assistant professor of marketing at George Washington University. Her research focuses on customer assessments of services, customer satisfaction and retention, customer service, serice failure and recovery, and customer-service provider relationships in both business-to-consumer and business-to-business markets. Her research has been published in the Journal of Marketing Research and the Journal of Service Research. Ruth N. Bolton is currently a Ruby K. Powell Professor of Marketing in the Michael F. Price College of Business at the University of Oklahoma. Her research focuses on how organizations can growth the value of their customer base through customer service and support. Her research has been published in the Journal of Retailing, the Journal of Marketing, Marketing Science, Marketing Letters, the Journal of Marketing Research, and the Journal of Service Research.  相似文献   

6.
Several scholars have noted the importance of relationship marketing and the critical role that salesperson knowledge plays in the formation of buyer-seller relationships. However, research on salesperson learning motivations has been relatively scarce compared with research on firm-level learning orientations. One promising stream of research in this area is salesperson goal orientation. Drawing from previous work in control theory, the authors extend previous research in this area by proposing relationships between personality influencers, goal orientations, customer/selling orientation, and overall work satisfaction. Their hypotheses are tested using data obtained from a sample of 190 real estate agents. The results provide support for their hypothesized model. Specifically, learning orientation is shown to positively influence customer orientation, while performance orientation is shown to positively influence selling orientation. Eric G. Harris (eharris@lklnd.usf.edu Ph.D., Oklahoma State University) is an assistant professor of marketing at the University of South Florida. His current research interests include goal orientation, customer orientation, and personality models applied to consumer and employee behavior. He has published articles in theJournal of the Academy of Marketing Science, Psychology & Marketing, theJournal of Consumer Marketing, theJournal of Business & Psychology, Services Marketing Quarterly, theJournal of Services Marketing, and theJournal of Marketing Management. John C. Mowen (jcmmkt@okstate.edu) Ph.D., Arizona State University) is Regents Professor and holds the Noble Chair of Marketing Strategy at Oklahoma State University. He has published articles in numerous leading journals, including theJournal of the Academy of Marketing Science, theJournal of Marketing Research, theJournal of Marketing, Decisions Sciences, theJournal of Applied Psychology, theJournal of Personality and Social Psychology, Psychology and Marketing, and theJournal of Consumer Psychology. He is a past president of the Society for Consumer Psychology. His teaching and consulting interests focus on consumer behavior and motivating the workforce. His research focuses on the factors that motivate and influence the decisions of consumers and employees. Tom J. Brown (tom.brown@okstate.edu; Ph.D., University of Wisconsin) is Ardmore Professor of Business Administration and an associate professor of marketing at Oklahoma State University. His articles have appeared in leading marketing journals, including theJournal of Marketing Research, the Journal of Marketing, theJournal of Consumer Research, and theJournal of the Academy of Marketing Science. His current research interests include causes and effects of corporate reputation and the customer orientation of service workers. He is cofounder of the Corporate Identity/Associations Research Group. Teaching interests include marketing research, services marketing, and corporate communications. He is coauthor (with Gilbert A. Churchill Jr.) ofBasic Marketing Research (5th ed.). Consulting interests include marketing research, corporate reputation, and the customer orientation of service workers.  相似文献   

7.
This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs?? long-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value.  相似文献   

8.
9.
This research examines how consumers’ subjective product knowledge affects the way they interpret salesperson compensation within the financial services industry. Data from a nationwide panel of consumers show that higher product knowledge consumers become highly suspicious and lower purchase intentions when salesperson commission rates fall outside of the latitude of acceptance (Study 1). Study 2 results, however, demonstrate a reversal of these effects by showing that compensation–recommendation consistency is an important moderator in financial salesperson interactions. In addition, the study describes boundaries of the suspicious mindset that underlies consumer responses to sales information. Theoretical and practical implications of the finding are discussed, as are future research directions.  相似文献   

10.
11.
随着经济技术的不断发展和新产品的不断涌现,顾客对于产品和服务的期望也越来越高,这就要求企业只有在设计、生产和提供产品时以顾客为导向,为顾客提供超越竞争对手的价值,才能在激烈的市场竞争中获取可持续发展的竞争优势。创造顾客价值是企业生存和持续发展必须建立的关键优势。  相似文献   

12.
Two relational communication traits, communication apprehension and interaction involvement, are investigated within an adaptive selling framework to assess their impact on salesperson adaptiveness and sales performance. Using a sample of 239 insurance salespeople, results demonstrate that salespeople exhibiting lower levels of communication apprehension are more highly involved in communication interactions, and higher involvement facilitates increased adaptiveness and sales performance. This research highlights the importance of effective communication within sales interactions and offers suggestions to improve salesperson communication skill. Michael L. Boorom is an associate professor of marketing and associate dean of the school of business and public administration at California State University, San Bernardino. He received his Ph.D. from the University of South Florida. His research interests are salesperson and sales manager communication skills. His work has been published in theJournal of Personal Selling & Sales Management and several conferences. Jerry R. Goolsby is an associate professor of marketing at the University of South Florida. He received his Ph.D. from Texas Tech University. His research interests include sales interactions and salesperson burnout and coping strategies. His work has been published in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and other marketing journals. Rosemary P. Ramsey is a professor and chair of the management and marketing department at Eastern Kentucky University. She earned her Ph.D. from University of Cincinnati. Her research interests include sales interactions and measurement issues. Her work has been published in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Personal Selling & Sales Management, Journal of Social Behavior and Personality. andJournal of Marketing Education.  相似文献   

13.
员工对公司满意度对企业的人力资本管理以及公司治理具有重要意义,而员工满意度与员工所处的激励状态有关。影响员工满意度的因素除企业特征外,还有员工的个体特征。提高员工满意度的两种激励方式是:建立以EVA为主要内容的人力资本组合激励方案;完善的教育与培训制度。  相似文献   

14.
基于广州市花都区15家民营企业372位员工的调查数据,通过线性回归模型对员工工资福利与就业稳定性之间的关系进行实证分析。结果表明工资收入越高,员工工作稳定性越好;员工更倾向于按月甚至更短期限的工资结算周期;社会保障投保情况对员工就业稳定性有显著的正向影响。可见,企业员工工资福利状况对其就业稳定性有较为显著的影响,改善员工工资福利状况,优化员工工资福利制度将有利于缓解企业员工流动性高的问题,增强劳动力就业稳定性,进一步提升企业的核心竞争力。  相似文献   

15.
本文以顾客期望和感知相关理论研究成果为基础,结合服务营销的特殊性分析服务企业的营销战略问题,提出了基于顾客期望和感知的服务营销战略模型。根据该模型,服务企业确定自己的营销战略,必须明确锁定自己的服务对象,在理解顾客服务期望的基础上区别对待顾客期望并合理控制顾客期望,同时按照顾客期望设计并提供服务,才能实现顾客满意的目标。在顾客满意的基础上,服务企业可以通过有保留地承诺、突出服务传递维度的重点、利用服务补救的机会等策略超越顾客的服务期望,使顾客惊喜或感动以留住顾客,实现顾客的忠诚。  相似文献   

16.
中国公职人员是指机关事业单位工作人员.中国公职人员养老金制度的发展大致经历了三个大的阶段:一是1992年以前的退休制度阶段;二是1992年到2014年期间探索建立基本养老保险制度阶段;三是2015年以后建立与企业职工统一的基本养老保险制度阶段.现行公职人员养老金制度的基本框架是:“基本养老保险制度+补充养老保险制度”.公职人员养老金制度改革的基本经验是:渐进改革,形成共识;新老有别,平稳过渡;综合改革,系统推进.  相似文献   

17.
组织支持与员工满意度相关分析研究   总被引:20,自引:0,他引:20  
当前企业面临的一个重要问题是如何通过企业组织支持的加强,来增加企业的凝聚力、提高员工满意度。从回顾组织支持和员工满意度研究的理论入手,把整个组织支持模块分为数个小模块分别探讨其与员工满意度的关系,得出结论证明组织支持与员工满意度两者之间存在正相关关系.  相似文献   

18.
研究显示,消费者零售业态惠顾意向与决策型态部分存在显著的相关关系。年龄、性别、婚否、教育程度等因素对大型超市、网上商店和便利店的惠顾意向存在显著影响。  相似文献   

19.
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   

20.
This research applies an institutional arrangement perspective to develop an end-to-end model for the interaction between customers and upstream suppliers to develop a new product to understand how new product value is created and shared. The model is empirically tested by collecting primary data from 188 manufacturers across different industries. The research demonstrates that customer participation affects new product value creation by improving the effectiveness of the new product development process by enhancing information sharing and customer–supplier coordination and by increasing the level of customer and supplier specific investments in the product development effort. In addition, increasing the formalization of the customer participation process enhances both customer and supplier relationship-specific investments in the new product development process. The impact of customer participation on the customer's share of the new product value pie is more complex then is first apparent. Based on the dependence and equity perspectives the results suggest that exchange partners' power (relative dependence) positively influences a partner's ability to capture new product value, but this power is offset by a desire of exchange partners to ensure the distribution of value is “fair” and reflects each party's contribution to the value creation.
Kenneth R. EvansEmail:
  相似文献   

设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号