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1.
The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition 总被引:5,自引:1,他引:4
It has often been argued that word-of-mouth (WOM) can contribute significantly to a firm’s success in a variety of ways. Here,
we analyze the functional linkage between customer satisfaction, WOM, and new customer acquisition. Using data from two empirical
studies we conceptualize and test the direct, non-linear, and moderated relationship between satisfaction and WOM. We further
explore the circumstances under which WOM leads to new customer acquisition using a logistic regression model. We do so for
two groups (new customers and long-term customers) from the customer base of a large energy provider (n = 688), and for a random sample of B2B customers (n = 416) in the same market. Results indicate that the satisfaction-WOM link is non-linear and is moderated by several customer
involvement dimensions. Based on our results, we demonstrate how the satisfaction-WOM-new customer acquisition link can enrich
return on quality and satisfaction models. Further, we draw conclusions about how companies can make use of both the satisfaction-WOM
and the WOM-new customer acquisition link for better allocating their marketing resources.
相似文献
Tomás BayónEmail: |
2.
Subin Im Charlotte H. Mason Mark B. Houston 《Journal of the Academy of Marketing Science》2007,35(1):63-75
Empirical studies provide an inconsistent picture of the relationship between an innovative personality predisposition (i.e.,
innate consumer innovativeness [ICI]) and innovative behavior (i.e., new product adoption behavior). Such inconsistencies
suggest intervening variables that may mediate the relationship have not been considered. Using data from a panel of consumers
(n = 296 in a cross-sectional phase, n = 147 in a matched, two-phase longitudinal analysis), we find that ICI does not directly influence adoption behavior but
does so indirectly through two of three components of vicarious innovativeness (modeling and engagement in word of mouth but
not exposure to advertising). Furthermore, despite the evidence that consumers’ decision processes differ for service versus
product adoption, extant studies largely ignore the role of ICI in new service adoption. Our findings suggest that vicarious
innovativeness plays a similar intervening role in service contexts. Finally, divergent operationalizations of adoption behavior
(ownership, relative time of adoption) appear to perform equally well.
相似文献
Mark B. Houston (Corresponding author)Email: |
3.
Integrating service and design: the influences of organizational and communication factors on relative product and service characteristics 总被引:1,自引:0,他引:1
Michael Antioco Rudy K. Moenaert Richard A. Feinberg Martin G. M. Wetzels 《Journal of the Academy of Marketing Science》2008,36(4):501-521
The aim of this study is to identify the organizational and communication antecedents, and evaluate the consequences on relative
product and service characteristics, of the use of service-sourced information by product designers during new product development.
An empirical study of 121 product design managers demonstrates that a firm’s market orientation is improved by a healthy working
relationship between product designers and service employees. Such a relationship motivates designers to use service-sourced
information disseminated to them, enhancing both product and service characteristics of the new offering. The authors discuss
how communication channels and information content affect the information use of product designers. Product designers value
written information most. Information use does not relate to the frequency of receiving verbal or electronic information.
Information about product ergonomics positively influences product designers’ perceptions of the information, whereas information
on product aesthetics negatively influences their perceptions.
相似文献
Michael Antioco (Corresponding author)Email: |
Rudy K. MoenaertEmail: |
Richard A. FeinbergEmail: |
Martin G. M. WetzelsEmail: |
4.
Researchers have typically studied the relationship between technology alliances and market value from a direct tie or dyadic
perspective. Yet any given technology alliance is typically embedded in a network of indirect ties created by the alliance
partners’ relationships with other firms. We argue that whether an indirect tie enhances or detracts from the market value
a firm creates in a technology alliance depends upon factors related to inter-firm competencies at both an alliance- and partner-level
of analysis. Empirical analysis of abnormal stock returns reveals support for the hypothesized contingent relationship between
indirect ties and value creation within technology alliances. Theoretically, the paper clarifies opposing perspectives in
the literature regarding the performance implications of indirect ties and identifies market value as a hitherto unrecognized
effect associated with this type of tie. Managerially, the findings improve marketers’ ability to leverage the complex interactions
that occur between technology alliances in a value-creating manner.
相似文献
D. Eric Boyd (Corresponding author)Email: |
Robert E. SpekmanEmail: |
5.
Customer-based corporate reputation of a service firm: scale development and validation 总被引:4,自引:1,他引:3
Although corporate reputation has attracted significant attention among marketing scholars, current measures of it do not
adequately capture the perceptions of the most important stakeholder group, customers, and often overlook its relationship
to important customer-outcome variables. In this article, we identify dimensions of customer-based corporate reputation and
develop scales to measure these dimensions (Study 1). Based on comprehensive validation procedures across three service firm
types, we found support for a five-dimensional scale with the following dimensions: Customer Orientation, Good Employer, Reliable and Financially Strong Company, Product and Service Quality, and Social and Environmental Responsibility. In Study 2, using a second sample, we validate our scale and examine its relationship with important customer-outcome variables—customer
satisfaction, loyalty, trust, and word of mouth. Most of the reputation dimensions were strongly associated with important
outcome variables, with a few exceptions. We discuss the results with reference to the marketing implications.
相似文献
Sharon E. Beatty (Corresponding author)Email: |
6.
Xueming Luo Maxwell K. Hsu Sandra S. Liu 《Journal of the Academy of Marketing Science》2008,36(2):202-214
This study uncovers the ignored role of institutional environment for marketing strategy and customer relationship management.
Hypothesis tests in a sample of Chinese firms find support that channel networking strengthens the customer orientation–customer
trust/commitment–firm performance (CTP) causal chain. In addition, the results show that government networking moderates this
chain in a non-linear fashion. The CTP linkages are most salient when the firm develops a moderate level, rather than a high
or low level of networking ties with government agencies.
相似文献
Sandra S. LiuEmail: |
7.
Modelling trends and cycles in economic time series: historical perspective and future developments 总被引:1,自引:1,他引:0
Terence C. Mills 《Cliometrica》2009,3(3):221-244
This paper provides a retrospective on the modelling of trends and cycles in economic time series and considers where the
research agenda currently stands and where future developments might lie. A brief survey of the early empirical research on
trends and cycles is first provided before attention is focused on four papers published in 1961—our ‘annus mirabilis’ of
trend and cycle modelling—which we argue have been ‘prime movers’ in various aspects of research in this area. The links from
these papers to current research issues are then teased out before the likely future directions of research in both theoretical
and applied aspects of the modelling of trends and cycles are considered.
相似文献
Terence C. MillsEmail: |
8.
Eugene N. White 《Cliometrica》2007,1(2):115-144
The crash of the French stock market in 1882 presented the Paris Bourse with its worst crisis of the nineteenth century. Its
structure was similar in key respects to today’s futures markets, with a dominant forward market leading the Bourse to adopt
a common fund to guarantee transactions and liquidity. While this mutualization of risk protects clients and brokers from
idiosyncratic shocks, it is generally assumed that it also provides considerable protection against systemic shocks, as no
twentieth century exchange has been forced to shut down. Using new archival data, this paper shows how a stock market crash
overwhelmed the Bourse’s common fund. Only an emergency loan from the Bank of France, intermediated by the largest banks,
prevented a closure of the Bourse.
相似文献
Eugene N. WhiteEmail: |
9.
Roberto Ricciuti 《Cliometrica》2008,2(3):259-274
The Italian fiscal history is characterised by a number of fiscal consolidations. In this study, we characterise fiscal policy
in terms of non-linear deterministic processes. We find that government spending and taxes can be described as being non-linear
trend stationary processes instead of unit roots. A long run equilibrium relationship—a non-linear co-trend—does exist between
the two series, fulfilling the intertemporal government budget constraint. We interpret this result as evidence of a long
run fiscal rule that different policy makers have adopted, putting public finance in balance.
相似文献
Roberto RicciutiEmail: |
10.
Jari Kauppila 《Cliometrica》2009,3(3):245-273
This paper provides a quantification of the relative importance of export industries in a small open economy using new data
provided by input–output tables describing the Finnish economy in 1928. The Finnish analysis of the Great Depression of the
1930s has been particularly focused on the importance of foreign trade. Despite the lack of quantified evidence, it is commonly
accepted that the export industries had a major role in the economic development. The basic input–output framework is extended
into a production–consumption model to produce a more elaborate model that provides a quantification of changes in final demand
of some key industries in the economy. Results suggest that even though the role of export industries was dominant, domestic
market industries and private consumption also had a significant role in the depression.
相似文献
Jari KauppilaEmail: |
11.
Suresh Sundaram Andrew Schwarz Eli Jones Wynne W. Chin 《Journal of the Academy of Marketing Science》2007,35(1):101-112
This study explores and tests a new model that links different types of technology usage to individual-level outcomes. The
primary objective of this study is to examine the effects of efficient use (routinization) and effective use (infusion) along
with the traditional measure of usage—namely, frequency of use—on two dimensions of individual-level outcomes: information
technology-enabled administrative performance and information technology-enabled salesperson performance. To maintain consistency
with the existing literature, the authors examine the effects of predeployment attitude toward or acceptance of technology
and pre-deployment intended use of technology. The authors discuss managerial implications and provide directions for future
research.
相似文献
Wynne W. ChinEmail: |
12.
Linking cause-related marketing to sales force responses and performance in a direct selling context
Brian V. Larson Karen E. Flaherty Alex R. Zablah Tom J. Brown Joshua L. Wiener 《Journal of the Academy of Marketing Science》2008,36(2):271-277
The influence of a firm’s cause-related marketing efforts on sales representative attitudes and behavioral performance is
investigated. Results from a field study indicate that the influence of a representative’s construed customer attitude toward
the cause campaign on selling behavioral performance is mediated through cognitive identification and selling confidence.
Further, the influence of construed customer attitude toward the campaign on selling confidence is moderated by cognitive
identification such that the effects are stronger for salespeople with lower levels of identification with the company. The
authors discuss the implications of the research and offer directions for further research.
相似文献
Joshua L. WienerEmail: |
13.
In the War of the Pacific (1879–1883), Chile defeated Peru and Bolivia, and acquired territories that contained vast deposits
of sodium nitrate, a leading fertilizer. Chile’s export tax on nitrates later accounted for at least one half of all government
revenue. We employ a multi-country model of export taxation in order to simulate the potential government revenues that Bolivia,
Chile and Peru could have earned under the counterfactual scenario that Chile did not conquer the nitrate-rich provinces of
its adversaries. Our results are that Peruvian and Bolivian government revenues could have been at least double their historical
levels. We estimate that, over the remainder of the nineteenth century, Chile’s earnings from nitrates would have fallen by
80%.
相似文献
Kirsten WandschneiderEmail: |
14.
Can Uslay Robert E. Morgan Jagdish N. Sheth 《Journal of the Academy of Marketing Science》2009,37(1):47-60
The authors review Peter Drucker’s contributions to marketing theory and practice. A bibliometric analysis of Drucker’s academic
influence in marketing is presented. The five main tenets that are derived from the bibliometric study are expanded upon as
follows: (1) The Marketing Concept: Creating Value for Customers; (2) Broadened Role of Marketing in Society: Corporate Social
Responsibility, Consumerism, Social Marketing, and Lessons from Non-Profit Organizations; (3) Contributions to Marketing Strategy:
The Obvious and Not So Obvious; (4) Marketing-Innovation Interface: New Product Development; (5) Future of Globalization:
Rise of Non-National Enterprises.
相似文献
Jagdish N. ShethEmail: |
15.
In this paper we employ microeconomic evidence on the unemployment experiences of American males to evaluate the sensitivity
of unemployment to business cycle fluctuations in the late nineteenth century as compared to the mid-twentieth century. Our
results indicate a substantial decline in the value of the Okun coefficient (from −0.65 to −0.32) between the 1890s and the
1960s. These findings challenge Christina Romer’s interpretation that the measured decline in cyclical volatility of unemployment
over the twentieth century was created by improvements in the statistical record. Rather, it was changes in the underlying
dynamics of the labor market over the cycle, most notably the transition to procyclical productivity patterns and the shift
from an added to a discouraged worker effect among secondary workers, which may be summarized as the development of modern
labor market behavior, that account for the declining cyclical sensitivity of employment and the drop in the cyclical volatility
of unemployment over the century.
相似文献
John A. JamesEmail: |
16.
We explore superstitious beliefs as a basis of product performance expectations and their impact on initial purchase likelihood
and subsequent satisfaction. In doing so, we demonstrate instances when superstition-driven expectations cause consumers to
make purchase decisions that run counter to economic rationality. In the first set of studies we find that Taiwanese consumers
are relatively more likely to purchase a product with positive superstitious associations based on its “lucky” color, and
are more likely to purchase and are willing to pay more money for a product with a smaller but “lucky” number of units contained
in the package (e.g., eight tennis balls compared to ten). In contrast, consumers who do not hold such superstitious beliefs
adhere to the more rational choice paradigm. Next, we show that the differences in purchase likelihood are driven by superstition-based
performance expectations. We further generalize these findings to product satisfaction, and find support for expectation disconfirmation
sensitivity as a moderator of the effect.
相似文献
Thomas Kramer (Corresponding author)Email: |
17.
Tim Jones Shirley F. Taylor Harvir S. Bansal 《Journal of the Academy of Marketing Science》2008,36(4):473-487
In two studies, the authors examine three targets of commitment in service provider–consumer relationships and their effects
on customer loyalty. The results indicate that service consumers distinguish between commitment to a service company, commitment
to an individual in the role of service employee, and commitment to an individual outside of the role of service employee
(e.g., a personal commitment such as a friendship). In addition, these three targets of commitment are hierarchically related
and have differential effects on various customer responses. The results have implications for both customer relationship
managers and researchers studying such relationships.
相似文献
Harvir S. BansalEmail: |
18.
Andrew J. Seltzer 《Cliometrica》2007,1(3):239-261
This paper uses personnel records of employees from an Australian bank to analyse the labour market consequences of career
interruptions due to voluntary military service during the Second World War. The records contain the employees’ career position
and pay histories, and pre-war outcomes are used to control for selection bias caused by non-random enlistment. It is shown
that, despite losing human capital during the War, upon their return veterans did not face a wage penalty relative to non-volunteers.
Finally, evidence from non-wage outcomes suggests that the absence of a wage penalty was a form of positive discrimination
by the Bank.
相似文献
Andrew J. SeltzerEmail: |
19.
Donald R. Lehmann Jennifer Ames Stuart Gita Venkataramani Johar Anil Thozhur 《Journal of the Academy of Marketing Science》2007,35(3):309-316
This paper proposes that customers often respond to brand extension concepts by visualizing the product. We call this process
spontaneous visualization and suggest that it precedes concept evaluations. In two studies, we show that spontaneous visualization
is enhanced by the fit between the parent brand and the extension category and by the ease with which the product category
can be imagined. The appeal of the visualized image in turn determines whether visualization enhances or decreases concept
evaluations. In addition, we find a stronger link between product evaluations and delayed choice when evaluations are based
on visualization; evaluations based on visualization hence appear to be more “valid” in the sense of predicting subsequent
behavior. Implications of these findings and ideas for future research are discussed.
相似文献
Donald R. LehmannEmail: |
20.
Nukhet Harmancioglu Cornelia Droge Roger J. Calantone 《Journal of the Academy of Marketing Science》2009,37(3):266-282
This research examines the roles of strategic ‘fit’ versus execution proficiency in creating superior performance for new
products. Specifically, we compare main effects versus moderation effects models of execution proficiency within a resource-based
view (RBV) framework. Four new product success dimensions are outcomes. Marketing ‘fit’ and technological ‘fit’ are viewed
as resource fit advantages and are antecedents in the model; marketing versus technical execution proficiencies relate to the project’s execution. The results show that the proficiencies-as-moderators model is the better fitting one;
marketing but not technical proficiency is the key moderator. The results regarding resource fit advantage show that (1) both
marketing fit and technological fit were positively related directly to profitability and to new product advantage; (2) marketing
fit had direct positive effects on customer need met; and (3) neither marketing fit nor technological fit predicted speed.
Concerning execution proficiencies: (1) technical execution proficiencies led to higher profitability and customer needs met,
as well as speed; and (2) marketing execution proficiency was the only construct that led directly to increased success on all four dimensions examined in this research. Overall, support was found
for the general premise that both marketing and technological resource fit advantages and marketing and technical execution proficiencies are significant predictors of new product success factors, with marketing
proficiencies having additional moderating effects on the relationship of resource fit to performance.
相似文献
Roger J. CalantoneEmail: |