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1.
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: |
2.
Beibei Dong Kenneth R. Evans Shaoming Zou 《Journal of the Academy of Marketing Science》2008,36(1):123-137
The benefits of customer co-creation of value in the service context are well recognized. However, little is known about service
failures in a co-creation context and the consequent roles of both firms and customers in the advent of service recovery.
In conceptualizing a new construct, “customer participation in service recovery,” this study proposes a theoretical framework
that delineates the consequences of the construct and empirically tests the proposed framework using role-playing experiments.
The results indicate that, when customers participate in the service recovery process in self-service technology contexts,
they are more likely to report higher levels of role clarity, perceived value of future co-creation, satisfaction with the
service recovery, and intention to co-create value in the future. Theoretical and managerial implications of the findings
are discussed.
Authors are listed alphabetically. 相似文献
3.
Serge A. Rijsdijk Erik Jan Hultink Adamantios Diamantopoulos 《Journal of the Academy of Marketing Science》2007,35(3):340-356
In the last decade, companies have developed a large number of intelligent products. Due to the use of information technology,
these products operate somewhat autonomously, cooperate with other products, or adapt to changing circumstances. Based on
a literature review and interviews with practitioners, the present article conceptualizes product intelligence and describes
a procedure to measure the construct. The article also explores the link of product intelligence to consumer satisfaction
through the innovation attributes of relative advantage, compatibility, and complexity. The article considers practical and
theoretical implications and identifies future research directions.
相似文献
Adamantios DiamantopoulosEmail: |
4.
Database marketers often use a scoring model to predict the likely value of contacting customers based on their purchase histories
and demographics. However, when purchase history has been a partial result of the firm’s own contacting efforts, these contacts
should also be accounted for in the scoring model. The current work extends the existing literature to account for the firm’s
contacts by focusing on each customer’s most recent purchase. Contacts prior to that purchase are designated “prior contacts”
and those after that purchase “recent contacts.” A new latent variables formulation of the customer’s propensity to respond
is used to predict the likelihood and time of response as well as the relationship to the independent variables. The methodology
also addresses the statistical problems of “selection bias” and “endogeneity,” which have been largely ignored in most customer
scoring models. An application to the database of a charitable organization confirms that, in this case: (1) the effect of
the firm’s customer contact efforts is associated with a stronger propensity to respond than is the case for the included
demographics; (2) the firm’s “recent contact” efforts are associated with larger returns in customers’ propensity to respond
than the “prior contact” efforts; and (3) the “recent contact” efforts are associated with an at-first increasing but then
diminishing propensity to respond up to a point beyond which actual decreasing returns are observed with further contacts.
Clearly, too much contacting can alienate would-be donors. The proposed model is general enough to calibrate such impacts
in other database marketing applications where the relative effects might be different.
相似文献
Subom RheeEmail: |
5.
Dhruv Grewal Gopalkrishnan R. Iyer Jerry Gotlieb Michael Levy 《Journal of the Academy of Marketing Science》2007,35(2):250-258
Researchers and service providers have realized that a disproportionate share of a firm’s sales and profits come from a relatively
small number of loyal customers that repeatedly purchase the firm’s services. In many service settings, such as health care,
repeated interactions between the service provider and the client are necessary for service delivery. While service quality
is certainly important, it is also important that customers’ perceptions of perceived risk are taken into account and that
customers perceive a degree of control over the services provided. We develop a conceptual model of linkages between the physical
environment of the service, perceived control over the service and service quality and, demonstrate through two empirical
studies, how these factors affect perceived risk and post-purchase behavioral intentions. Both studies were conducted in health
care settings. In the first study, we collected data using a mail survey of 192 patients after their treatment from a regional
hospital. In the second study, survey data were collected from 101 patients of a specialized clinic providing alternative
therapies within a major hospital. Our results provide confirmation that the favorable physical environment of the service
setting enhances perceived control and perceptions of service quality. Moreover, perceived control and perceived quality of
the service provider reduces post-purchase perceived risk. Finally, post-purchase perceived risk reduces behavioral intentions,
while perceived quality of the service provider enhances behavioral intentions.
Authors contributed equally to the research. 相似文献
6.
Pratibha A. Dabholkar Dayle I. Thorpe Joseph O. Rentz 《Journal of the Academy of Marketing Science》1996,24(1):3-16
Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores
(i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important
to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory
factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity
of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners,
as well as for future research, are discussed.
She received her Ph.D. from Georgia State University. Her research interests include attitude and choice models, service quality
and customer satisfaction issues, technology in service delivery, and business-to-business relationships. She has published
articles in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer Research, Journal of Consumer
Satisfaction, Dissatisfaction, and Complaining Behavior, Journal of Health Care Management, International Journal of Research
in Marketing, andPsychology and Marketing, as well as in various conference proceedings.
She also holds a B.S. and an M.S. from Florida State University and an M.B.A. from Mercer University. Her research interests
include services marketing, service quality, retailing, and manager-employee relationships. Her publications include articles
in theJournal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, The Service Industries Journal, and in various conference proceedings.
He received his Ph.D. from the University of Georgia. His research interests include cohort analysis, measurement issues,
generalizability studies, and customer satisfaction. He has published articles in theJournal of the Academy of Marketing Science, Journal of Advertising, Journal of Marketing, Journal of Marketing Research, and theJournal of Personal Selling and Sales Management, as well as in several conference proceedings. 相似文献
7.
The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis 总被引:3,自引:0,他引:3
Although it has frequently been argued that the job satisfaction of a company’s employees is an important driver of customer satisfaction, systematic research exploring this link is scarce. The present study investigates this relationship for salespeople in a business-to-business context. The theoretical justification for a positive impact of salespeople’s job satisfaction on customer satisfaction is based on the concept of emotional contagion. The analysis is based on a dyadic data set that involves judgments provided by salespeople and their customers collected across multiple manufacturing and services industries. Results indicate the presence of a positive relationship between salespeople’s job satisfaction and customer satisfaction. Furthermore, the relationship between salespeople’s job satisfaction and customer satisfaction is found to be particularly strong in the case of high frequency of customer interaction, high intensity of customer integration into the value-creating process, and high product/service innovativeness. 相似文献
8.
从20世纪50年代起至今,世界各国逐步迈入老龄化社会。近年来的研究显示,居家养老服务成为国外养老模式中一种普遍被公众接受的发展趋势。文章阐述了居家养老服务的一般概念、性质、服务内容、特征、优势与功能,概述了各国为应对老龄化危机进行的养老服务模式探索,并提出对中国居家养老服务发展的思考。 相似文献
9.
Michael Ahearne Ronald Jelinek Eli Jones 《Journal of the Academy of Marketing Science》2007,35(4):603-616
While few scholars debate the importance of doing things to improve the quality of the buyer–seller relationship, little is
known about what salespeople can do after the point of the initial sale to enhance customer satisfaction and trust. On the
basis of extensive exploratory interviews across professional selling domains, this research develops a set of behaviors,
referred to here as “salesperson service behaviors.” Using data gathered from 358 customers, the authors empirically demonstrate
the effect of these behaviors on customer satisfaction and trust and, ultimately, on an objective measure of customer share
of market. The authors develop a competitive model that uniquely features customer evaluations of competing sales representatives.
The results indicate that these salesperson service behaviors are important in building trust and customer satisfaction, which
in turn lead to increases in customer share of market. 相似文献
10.
Thomas L. Baker Tracy Meyer James D. Johnson 《Journal of the Academy of Marketing Science》2008,36(4):552-564
This article investigates the role of contextual cues in the evaluation of a service failure. Empirical data demonstrates
that although discrimination is a factor in the evaluation of a service failure for black (vs. white) customers, contextual
cues also play a role in the evaluation of the encounter. When a black customer experiences a service failure, the failure
will be evaluated more severely when no other black customers are present. In addition, the context of the event differentially
affects the negative emotions generated by the service failure and results in racially driven differences in the amount of
remuneration perceived as necessary to successfully recover from the failure. The implication is that when serving customers,
the race of both the customer and other customers can provide service providers with information relative to the appropriate
service recovery effort to implement.
相似文献
James D. JohnsonEmail: |
11.
Eric Fang Robert W. Palmatier Kenneth R. Evans 《Journal of the Academy of Marketing Science》2008,36(3):322-336
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.
相似文献
Kenneth R. EvansEmail: |
12.
随着体验经济时代的到来,体验营销应运而生.旅游企业发展的新思路就是体验营销.因此,以体验文化为核心开展娱乐营销、感情营销、氛围营销、服务营销等是当代旅游企业的生存与发展之本. 相似文献
13.
Customer value,satisfaction, loyalty,and switching costs: An illustration from a business-to-business service context 总被引:18,自引:0,他引:18
Shun Yin Lam Venkatesh Shankar M. Krishna Erramilli Bvsan Murthy 《Journal of the Academy of Marketing Science》2004,32(3):293-311
Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs,
not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs,
mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework
linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior
model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty,
and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction
effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors
test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses
and, in particular, confirm the mediating role of customer satisfaction.
Shun Yin Lam (asylam@ntu.edu.sg; fax: 65-6791-3697) is an assistant professor of marketing and international business in the Nanyang Business
School at Nanyang Technological University in Singapore. Lam received his Ph.D. from the University of Western Ontario and
has research interests in a number of areas including retail marketing, customer loyalty, and customers’ adoption and usage
of technology. His work has appeared inMarketing Science, theJournal of Retailing, theInternational Journal of Research in Marketing, andAdvances in Consumer Research.
Venkatesh (Venky) Shankar (vshankar@rhsmith.umd.edu) is Ralph J. Tyser Fellow and an associate professor of marketing in the Smith School of Business
at the University of Maryland. His areas of research are e-business, competitive strategy, international marketing, pricing,
new product management, and supply chain management. His research has been published or is forthcoming in theJournal of Marketing Research, Marketing Science, theJournal of Marketing, theStrategic Management Journal, theJournal of Retailing, theInternational Journal of Research in Marketing, theJournal of Public Policy and Marketing, andMarketing Letters. he is co-editor of theJournal of Interactive Marketing; associate editor ofManagement Science; and serves on the editorial boards ofMarketing Science, theJournal of Marketing, theInternational Journal of Research in Marketing, theJournal of Retailing, and theJournal of Academy of Marketing Science. He is a three-time winner of the Krowe Award for Outstanding Teaching and teaches Marketing Management, Digital Business
Strategy, Competitive Marketing Strategy, and International Marketing (http://www.venkyshankar.com).
M. Krishna Erramilli (amkerramilli@ntu.edu.sg) is an associate professor of marketing and international business in the Nanyang Business School
at Nanyang Technological University in Singapore. He has undertaken many studies on marketing strategy issues in service firms,
particularly in an international context, and has published his work in journals like theJournal of Marketing, theJournal of International Business Studies, theColumbia Journal of World Business, and theJournal of Business Research. He has presented numerous papers at international conferences. His current research interests center on the international
expansion of Asia-based service firms.
Bvsan Murthy (abmurthy@ntu.edu.sg) is an associate professor of marketing and international business in the Nanyang Business School at
Nanyang Technological University in Singapore. Prior to turning to the academe a decade ago, he had 20 years of international
industry experience. He has published in journals likeThe Cornell H.R.A. Quarterly and theInternational Journal of Contemporary Hospitality Management and has also written industry white papers/monographs and chapters in books. His current research interests center on strategic
services marketing/management and customer value management. 相似文献
14.
Determinants of online channel use and overall satisfaction with a relational,multichannel service provider 总被引:2,自引:0,他引:2
Mitzi M. Montoya-Weiss Glenn B. Voss Dhruv Grewal 《Journal of the Academy of Marketing Science》2003,31(4):448-458
This study examines what drives customers' use of an online channel in a relational, multichannel environment. The authors
propose a conceptual model of the determinants of online channel use and overall satisfaction with the service provider. They
then conduct two large-scale studies in different service contexts to test the model. The results show that Web site design
characteristics affect customer evaluations of online channel service quality and risk, which in turn drive online channel
use. Customers' overall satisfaction with the service provider is determined by the service quality provided through both
the online channel and the traditional channel. The results offer insights into the trade-offs that multichannel service providers
face as they attempt to influence online channel use while maintaining or enhancing overall customer satisfaction.
Mitzi M. Montoya-Weiss (m_mw@ncsu.edu) (Ph.D., Michigan State University) is a professor of marketing in the Department of Business Management at
North Carolina State University. Her research interests include new product development and adoption, virtual teams, and knowledge
management. Her research has appeared inMarketing Science, Management Science, Decision Sciences, theAcademy of Management Journal, theJournal of Product Innovation Management, and other scholarly journals. She has taught courses in marketing management, product and brand management, and management
of technology.
Glenn B. Voss (gvoss@ncsu.edu) (Ph.D., Texas A&M University) is an associate professor of marketing in the Department of Business Management
at North Carolina State University. His research interests include relationship and services marketing, creativity and entrepreneurship,
and retail pricing strategies. His research has appeared in theJournal of Marketing, Organization Science, theJournal of Retailing, Marketing Letters, theJournal of the Academy of Marketing Science, and other scholarly journal. He currently serves on the editorial review board of theJournal of the Academy of Marketing Science and has served as an ad hoc reviewer for theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, and theJournal of Business Research. He has taught courses in marketing strategy, electronic marketing, and nonprofit management in MBA programs in the United
States and Europe.
Dhruv Grewal (dgrewal@babson.edu) (Ph.D., Virginia Polytechnic Institute) is the Toyota Chair in E-Commerce and Electronic Business in
Babson College. His research and teaching interests focus on e-business, global marketing, value-based marketing strategies,
and understanding the voice of the customer (market research). He is also co-editor of theJournal of Retailing. He has published more than 50 articles in outlets such as theJournal of Marketing, theJournal of Consumer Research, theJournal of Marketing Research, and theJournal of Retailing. He currently serves on the editorial review boards of theJournal of Marketing, theJournal of Retailing, theJournal of Public Policy & Marketing, and theJournal of Product and Brand Management. 相似文献
15.
On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach 总被引:3,自引:0,他引:3
Jane W. Licata John C. Mowen Eric G. Harris Tom J. Brown 《Journal of the Academy of Marketing Science》2003,31(3):256-271
In a series of three studies, a four-level hierarchical model of personality was employed to identify the antecedents and
three validating criteria of a newly developed trait labeledjob resourcefulness (JR). JR is defined as an enduring disposition to garner scarce resources and overcome obstacles in pursuit of job-related
goals. Across three service contexts, JR was shown to predict customer orientation, self-rated performance, and supervisor-rated
performance. The results also revealed that the hierarchical model accounted for more variance in performance ratings than
one version of the 5-Factor Model of personality. Results are discussed in terms of their implications for selecting high-performing
service employees.
Jane W. Licata (jwlicata@sosu.edu) is an associate professor of marketing at Southeastern Oklahoma State University. She has published articles
in theJournal of Public Policy and Marketing, theJournal of Marketing Research, and theJournal of Business Research.
John C. Mowen (jcmmkt@okstate.edu) is Regents Professor and holds the Noble Chair of Marketing Strategy at Oklahoma State University. He
has published articles in numerous journals, including theJournal of the Academy of Marketing Sciences, theJournal of Marketing Research, theJournal of Marketing, Decisions Sciences, theJournal of Applied Psychology, and theJournal of Personality and Social Psychology.
Eric G. Harris (eharris@lklnd.usf.edu) is an assistant professor of marketing at the University of South Florida. He has published articles
inPsychology & Marketing and theJournal of Marketing Management.
Tom J. Brown (tomb@okstate.edu) is an associate professor of marketing at Oklahoma State University. He has published in numerous journals,
including theJournal of Marketing, theJournal of Marketing Research, and theJournal of Consumer Research. 相似文献
16.
Beverly T. Venable Gregory M. Rose Victoria D. Bush Faye W. Gilbert 《Journal of the Academy of Marketing Science》2005,33(3):295-312
Marketing concepts such as corporate identity, image, and branding are important strategies for nonprofit organizations. In
particular, brand personality has been advocated by practitioners but has not been empirically investigated in the nonprofit
context. According to social exchange theory and trust, the authors argue that nonprofit stakeholders perceive nonprofit organizations
at an abstract level because of the organizations’ intangibility and social ideals. This study develops and refines a parsimonious
measure of brand personality specifically for the nonprofit context. The authors conduct a series of six multimethod studies
of nonprofit stakeholders to validate the role of brand personality in nonprofit organizations. The results yield four dimensions
of brand personality for nonprofits: integrity, nurturance, sophistication, and ruggedness. Thus, current and potential donors
ascribe personality traits to nonprofit organizations and differentiate between nonprofits on the basis of the organizations’
personality. Finally, nonprofit brand personality may influence potential donors’ likelihood to contribute.
Beverly T. Venable (venable_beverly@colstate.edu; Ph.D., University of Mississippi) is an assistant professor of marketing at Columbus State
University. Her research interests are in nonprofit marketing, branding, and ethics. She has published in theJournal of Business Ethics and several national and international proceedings.
Gregory M. Rose (rosegm@u.washington.edu; Ph.D., University of Oregon) is an associate professor of marketing at the University of Washington,
Tacoma. His research interests include consumer socialization and cross-cultural consumer behavior. He has published articles
in theJournal of Consumer Research, theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Advertising, and theJournal of Consumer Psychology, as well as other journals and proceedings.
Victoria D. Bush (vbush@bus.olemiss.edu; Ph.D., University of Memphis) is an associate professor of marketing at the University of Mississippi.
Her research interests include cultural diversity in buyer-seller relationships, advertising ethics, and Internet marketing.
Her research has been published in theJournal of the Academy of Marketing Science, theJournal of Advertising Research, theJournal of Advertising, theJournal of Public Policy and Marketing, andIndustrial Marketing Management, as well as other journals and proceedings.
Faye W. Gilbert (faye.gilbert@gcsu.edu; Ph.D., University of North Texas) is a professor of marketing and dean of the J. Whitney Bunting
School of Business at Georgia College and State University. Her research interests are in customer relationship management,
health care marketing, and sales management. She has published in theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, Psychology and Marketing, as well as other journals and proceedings. 相似文献
17.
交换与营销观念:一个营销理论的整合模型 总被引:2,自引:0,他引:2
张闯 《河北经贸大学学报》2008,29(3):59-67
现代营销哲学的形成与发展是以交换为核心的营销理论发展的逻辑结果。关系营销理论并不是对传统营销理论的替代,它是兴起于特定的市场领域。关系营销理论的关系范式实际上强调的是交换过程中对人与社会互动过程的关注,它不但没有超越现代营销哲学的范畴,更没有脱离"交换"这一营销学核心概念。 相似文献
18.
When customers disappoint: A model of relational internal marketing and customer complaints 总被引:1,自引:0,他引:1
Simon J. Bell Bülent Mengüç Sara L. Stefani 《Journal of the Academy of Marketing Science》2004,32(2):112-126
The objective of this study is to examine internal marketing relationships and their influence on salesperson attitudes and behaviors in retail store environments. The authors investigate the moderating role of customer complaining behavior on the nature of these relationships. Specifically, they examine the relationship between organization-employee and supervisor-employee relationships and their association with salesperson job motivation and commitment to customer service. Customer complaints are expected to have differential moderating effects on the relationship between organizational and supervisory support and these salesperson outcomes. Our hypotheses were tested using a sample of 392 retail employees within 115 stores of a national retail organization. The model was partially supported. Theoretical and managerial implications are explored. 相似文献
19.
目前,重庆农村卫生资源严重不足,卫生服务体系不健全,农村卫生投入不足,医疗费用高,农民负担重,特别是卫生资源供给与需求矛盾突出.另一方面,近年来,在各级政府的共同努力下,重庆农村卫生服务供需发展环境正在逐渐改善. 相似文献
20.
对大学生素质拓展现状的调查分析 总被引:2,自引:0,他引:2
王隽 《沈阳工程学院学报(社会科学版)》2008,4(2):280-282
大学生素质拓展计划是以开发大学生人力资源为着力点,进一步整合深化除教育主渠道外有助于学生提高综合素质的各种活动和工作项目.通过对大学生目前的基本素质现状及对自身素质拓展项目需求的调查、分析,有助于开发制定一整套的素质拓展项目,从而提高素质拓展的针对性和实效性. 相似文献