共查询到20条相似文献,搜索用时 31 毫秒
1.
Christian Homburg Wayne D. Hoyer Ruth Maria Stock 《Journal of the Academy of Marketing Science》2007,35(4):461-474
Most research in the field of customer relationship management has focused on keeping existing customers. However, some companies
also systematically address lost customers and try to revive these relationships. This facet of customer relationship management
has been largely neglected by academic research. Our study provides a theoretical discussion and an empirical analysis of
factors driving the success of relationship revival activities. Drawing on equity theory, we find that the customer’s perceived
interactional, procedural, and distributive justice with respect to revival activities positively affect his or her revival-specific
satisfaction which in turn, has a strong impact on revival performance. Furthermore, revival performance depends on customer
characteristics (variety seeking, involvement, age), and the overall customer satisfaction with the relationship.
相似文献
Ruth Maria StockEmail: |
2.
Toward a theory of repeat purchase drivers for consumer services 总被引:1,自引:0,他引:1
Michael Paul Thorsten Hennig-Thurau Dwayne D. Gremler Kevin P. Gwinner Caroline Wiertz 《Journal of the Academy of Marketing Science》2009,37(2):215-237
The marketing discipline’s knowledge about the drivers of service customers’ repeat purchase behavior is highly fragmented.
This research attempts to overcome that fragmented state of knowledge by making major advances toward a theory of repeat purchase
drivers for consumer services. Drawing on means–end theory, the authors develop a hierarchical classification scheme that
organizes repeat purchase drivers into an integrative and comprehensive framework. They then identify drivers on the basis
of 188 face-to-face laddering interviews in two countries (USA and Germany) and assess the drivers’ importance and interrelations
through a national probability sample survey of 618 service customers. In addition to presenting an exhaustive and coherent
set of hierarchical repeat-purchase drivers, the authors provide theoretical explanations for how and why drivers relate to
one another and to repeat purchase behavior. This research also tests the boundary conditions of the proposed framework by
accounting for different service types. In addition to its theoretical contribution, the framework provides companies with
specific information about how to manage long-term customer relationships successfully.
相似文献
Caroline WiertzEmail: |
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.
Sridhar N. Ramaswami Rajendra K. Srivastava Mukesh Bhargava 《Journal of the Academy of Marketing Science》2009,37(2):97-116
While there is recognition that market-based capabilities contribute to a firm’s financial performance, the exposition is
largely conceptual (Srivastava et al. Journal of Marketing 62:2–18, 1998; Journal of Marketing 63:168–179, 1999). Using a
resource based view of the firm, the present study proposes that (1) market-based assets and capabilities of a firm impacts
(2) performance in three market-facing business processes (new product development, supply-chain and customer management),
which in turn, influence (3) the firm’s financial performance. It develops related hypotheses and tests the framework empirically.
The study also examines for the first time the interrelationship among the three business processes and their impact on the
market value of firms. Further, the study examines the moderating influence of two organizational variables—size and age of
the firm. Overall, the major contribution of the study is that it offers a process linkage between capabilities, process performance
and financial performance. The results of this research will provide strategic insights to managers on optimal customer management,
product development and supply chain strategies.
相似文献
Mukesh BhargavaEmail: |
5.
Despite substantial benefits of an effective complaint management for companies, there is ample evidence that many firms do
not handle customer complaints appropriately. This paper aims at providing a theoretical explanation for this surprising phenomenon.
Drawing on psychological and organizational theory, the authors introduce the concept of defensive organizational behavior
towards customer complaints as well as provide a rich conceptualization and operationalization of this phenomenon. Moreover,
in an empirical study, they systematically analyze how defensive organizational behavior towards customer complaints is driven
by organizational antecedents and, based on a dyadic data set, how it affects customer post-complaint reactions.
相似文献
Andreas FürstEmail: |
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.
The effect of market orientation and its components on innovation consequences: a meta-analysis 总被引:5,自引:1,他引:4
Amir Grinstein 《Journal of the Academy of Marketing Science》2008,36(2):166-173
While there is a rich body of research on market orientation’s effect on business performance, much little attention has been
given to its effect on innovation consequences. This is the first meta-analytic effort to study the independent effects of
market orientation components (customer orientation, competitor orientation, interfunctional coordination) on innovation consequences.
Also, it is the first meta-analysis to study the impact of contextual characteristics on the way market orientation affects
innovation consequences. The study finds that market orientation components positively affect innovation consequences but
that competitor orientation’s effect depends on a minimum level of customer orientation. The study also suggests that the
relationship between market orientation and innovation consequences is stronger in highly competitive environments but weaker
in technology turbulent ones. Finally, findings suggest that the relationship is stronger in large firms, service companies,
and in countries characterized by high individualism and high power distance national cultures.
相似文献
Amir GrinsteinEmail: |
8.
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: |
9.
Managing innovation through customer coproduced knowledge in electronic services: An exploratory study 总被引:1,自引:0,他引:1
Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and
innovation. As part of such customer collaboration, customers of electronic services coproduce knowledge in varying degrees.
An evolving phenomenon, knowledge coproduction has yet to receive much research attention; we therefore conduct a qualitative
study of the roles customers play in knowledge coproduction and their resultant influence on different innovation tasks from
a service provider view. Data from three electronic service interaction channels, involving managers, engineers, and customers;
case study findings; and an extensive literature review indicate the importance of knowledge coproduction by customers and
its ability to improve different tasks substantially during innovation activities. The results show three different roles
of customers in knowledge coproduction and explain comprehensively how each role impacts various innovation tasks.
相似文献
Annouk LievensEmail: |
10.
Measuring and maximizing customer equity: a critical analysis 总被引:4,自引:0,他引:4
Customer equity, the asset value of customers, can be measured using different aggregate- and disaggregate-level approaches.
The authors compare how customer equity is measured and maximized under various approaches. We find that, in the disaggregate-level
approach, customer lifetime value is maximized by implementing customer-level strategies such as optimal resource allocation,
purchase sequence analysis and balancing acquisition and retention spending. At the aggregate-level, improving the drivers
of customer equity maximizes customer equity. A comparison of different aggregate approaches shows that, while an emphasis
on retention is a common feature across approaches, conceptual differences in terms of accounting for existing customers and
prospects, acquisition, and the projection period exist across the different approaches. The authors propose a hybrid approach,
which addresses the issues and challenges in existing approaches and helps firms to measure and manage customer equity.
相似文献
Morris GeorgeEmail: |
11.
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: |
12.
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: |
13.
Weathering product-harm crises 总被引:3,自引:0,他引:3
Kathleen Cleeren Marnik G. Dekimpe Kristiaan Helsen 《Journal of the Academy of Marketing Science》2008,36(2):262-270
To counter the negative effects of a product-harm crisis, brands hope to capitalize on their equity, and often use advertising
as a communication device to regain customers’ lost trust. We study how consumer characteristics and advertising influence
consumers’ first-purchase decisions for two affected brands of peanut butter following a severe Australian product-harm crisis.
Both pre-crisis loyalty and familiarity are found to form an important buffer against the product-harm crisis, although this
resilience decreases over time. Also heavy users tend to purchase the affected brands sooner, unless their usage rate decreased
significantly during the crisis. Brand advertising was found to be effective for the stronger brand, but not for the weaker
brand.
相似文献
Kristiaan HelsenEmail: |
14.
A meta-analytic review of opportunism in exchange relationships 总被引:2,自引:1,他引:1
The potential to engage in opportunism is a central theme in institutional economics, yet prior research has not quantitatively
reviewed the role of opportunism in marketing research. This study uses meta-analytic techniques to synthesize research on
opportunism conducted over the last quarter century. The analysis of 183 effect sizes extracted from 54 publications from
the period 1982 to 2005 offers some support to extant channel theory. The research also indicates that the informant’s frame
of reference and the research design significantly influence the observed effects. Implications of the findings and future
research directions are discussed.
相似文献
Robert DahlstromEmail: |
15.
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: |
16.
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: |
17.
Chenting Su Kevin Zheng Zhou Nan Zhou Julie Juan Li 《Journal of the Academy of Marketing Science》2008,36(3):378-394
To market important products to families successfully, salespeople must understand how couples behave in concert to resolve
conflict across major decisions. The authors develop a model of spousal fairness and test it with a study of multi-period
family purchase decision making. The results show that a spousal sense of fairness serves as a mechanism for contemporary
couples to harmonize conflict over time in family decisions. Specifically, spouses’ perceived fairness mediates the relationship
between spousal prior influence and spousal decision behavior in subsequent decisions. Spouses also consider their partner’s
perceptions of fairness when taking action to restore fairness. Moreover, the effects of perceived fairness are moderated
by spousal traits of empathy, egalitarianism, and empowerment in a gendered pattern.
相似文献
Julie Juan LiEmail: |
18.
In 1954, Drucker boldly declared that organizations have only two basic functions, marketing and innovation. While true for
any organization, this insight is particularly pertinent for technology-based businesses. The complicated environment surrounding
high-tech companies creates a great need for sophisticated marketing. Yet these companies continue to have under-developed
competencies in marketing and in understanding customer needs. This essay explores Drucker’s insights with respect to two
particularly salient issues for high-tech companies: developing and implementing a market orientation and break-through innovations.
We review Drucker’s insights and synthesize them with the scholarly research on these issues. Finally, we discuss three emerging
areas in high-tech marketing where academics and managers could build on Drucker’s insights to guide future research and practice:
market driving, customer co-creation, and corporate social responsibility. These illustrative examples highlight that even
today, Drucker’s writings continue to offer remarkable guidance to scholars and managers who are willing to take the time
to reflect, understand, and incorporate his insights in the unique context of high-tech industries.
Electronic supplementary material The online version of this article (doi:) contains supplementary material, which is available to authorized users.
相似文献
Shikhar SarinEmail: |
19.
Jeffrey P. Wallman 《Journal of the Academy of Marketing Science》2009,37(1):61-72
This paper uses an institutional perspective to analyze Peter Drucker's contributions to management, marketing and marketing
strategy. Drucker recognizes the importance of institutions in society. Further, his work reflects a variety of institutional
views from sociology, economics and marketing. Drucker uses a form of comparative institutional analysis for evaluating both
management and strategy issues. At the heart of each institutional comparison is the customer and the value created for the
customer by the organization. Institutional comparisons help managers understand how the organization can create customers
by adjusting its customer value proposition. Drucker influences marketers by focusing on how the organization's values are
used to develop the organization's customer value proposition. Further, it is shown that the organization's values and its
customer value propositions are manifested in its transaction rules, termed marketing institutions. Based on Drucker's work,
a framework for comparing marketing institutions is introduced: the value leadership framework.
相似文献
Jeffrey P. WallmanEmail: |
20.
Joseph Maciariello 《Journal of the Academy of Marketing Science》2009,37(1):35-43
Peter F. Drucker is well known for stating that there is only one valid purpose of a business: to create a customer. And that
there are only two basic business functions: marketing and innovation. The body of material on management that he produced
contains frequent references to this purpose and these functions, but Drucker never distilled the specific tasks within his
management approach that result in implementing this purpose and these functions. This paper distills the executive practices
and tasks that are necessary to implement this purpose and these functions and it does so using a systems framework.
相似文献
Joseph MaciarielloEmail: |