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1.
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: |
2.
Michael Antioco Rudy K. Moenaert Adam Lindgreen Martin G. M. Wetzels 《Journal of the Academy of Marketing Science》2008,36(3):337-358
Although various manufacturing companies have developed into total solution providers, no research addresses their service
orientations. Building on the literature on organizational service climate, this study explores the organizational parameters
and service business orientations that explain relative product sales and service volume of manufacturing companies. Following
an exploratory study involving in-depth interviews, the authors conducted an empirical survey of 137 companies in The Netherlands,
Belgium, and Denmark. The study assesses the effects of organizational parameters on the implementation of service business
orientations and validates the important distinction between services in support of the client’s actions (SSC) and services
in the support of the product (SSP). The findings demonstrate that services in support of the client’s action leverage relative
product sales, while services in support of the product generate service volume. In addition to the main effects, the moderating
effects of the organizational parameters are discussed.
相似文献
Martin G. M. WetzelsEmail: |
3.
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: |
4.
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: |
5.
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: |
6.
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: |
7.
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: |
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.
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: |
10.
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: |
11.
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: |
12.
Does advertising create sustained firm value? The capitalization of brand intangible 总被引:1,自引:0,他引:1
Fang?Wang Xiao-Ping??Zhang Ming?Ouyang 《Journal of the Academy of Marketing Science》2009,37(2):130-143
This research inquires into the nature and degree of advertising effects on firm intangible values. Based on marketing research
on consumer based brand equity, this paper challenges the prevailing decaying assumption employed in the accounting/finance
disciplines to model the advertising-firm value relationship. Meanwhile, using financial data and methods, we provide new
measures for the marketing discipline to evaluate the effectiveness of advertising to create brand intangible. Results indicate
that advertising effects on firm intangible assets are sustainable and accumulative and support the asset/investment-like
characteristics of advertising expenditures. The research provides an empirical method to assess long-term advertising performance
and suggests firms’ varying effectiveness in creating brand equity through advertising. This study is the first to report
negative persistence effects of advertising to firm intangible values.
相似文献
Xiao-Ping (Steven) ZhangEmail: |
13.
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: |
14.
In an effort to understand the determinants of economic growth in an emerging economy, we analyze the effects of institutional
reforms, wars and political events on the risk level of the Israeli stock market between 1945 and 1960. We find that the anticipation
of wars did not have any effect but the end of skirmishes actually raised the risk on the stock market. Domestic political
instability also increased the stock market risk. Finally we find that most legal reforms did not matter much.
相似文献
Miriam KrauszEmail: |
15.
Self-service technology effectiveness: the role of design features and individual traits 总被引:1,自引:1,他引:0
Zhen Zhu Cheryl Nakata K. Sivakumar Dhruv Grewal 《Journal of the Academy of Marketing Science》2007,35(4):492-506
Self-service technologies (SSTs), such as in-store kiosks, are increasingly prevalent and becoming a critical component of
marketing. Researchers and practitioners alike have recognized the need to understand the effectiveness of these computer-based
innovations for self-services—in particular, how to strengthen customers’ perceived control over and evaluations of SSTs.
Drawing on the resource-matching theory and the technology-based services and self-services literature, the authors hypothesize
the interactive effects of two SST design features—namely, comparative information and interactivity—on customers’ perceived
control and interface evaluations. The authors then propose that the interaction pattern is further moderated by two individual
traits: prior experience and technology readiness. The hypotheses are tested in two separate computer-based experiments with
representative samples of the general U.S. population in a shopping environment. The findings support the hypotheses, enhancing
knowledge in this emerging domain and providing important implications for managers and researchers.
相似文献
Dhruv GrewalEmail: |
16.
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: |
17.
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: |
18.
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: |
19.
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: |
20.
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: |