共查询到20条相似文献,搜索用时 15 毫秒
1.
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: |
2.
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: |
3.
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: |
4.
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: |
5.
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: |
6.
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: |
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.
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: |
9.
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: |
10.
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: |
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.
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: |
13.
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: |
14.
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: |
15.
Fundamentals of service science 总被引:7,自引:1,他引:6
Service systems are value-co-creation configurations of people, technology, value propositionsconnecting internal and external
service systems, and shared information (e.g., language, laws, measures, and methods). Service science is the study of service
systems, aiming to create a basis for systematicservice innovation. Service science combines organization and human understanding
with business andtechnological understanding to categorize and explain the many types of service systems that exist as wellas
how service systems interact and evolve to co-create value. The goal is to apply scientific understandingto advance our ability
to design, improve, and scale service systems. To make progress, we think servicedominantlogic provides just the right perspective,
vocabulary, and assumptions on which to build a theory ofservice systems, their configurations, and their modes of interaction.
Simply put, service-dominant logicmay be the philosophical foundation of service science, and the service system may be its
basic theoreticalconstruct.
相似文献
Paul P. MaglioEmail: |
16.
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic 总被引:1,自引:1,他引:0
Stefan Michel Stephen W. Brown Andrew S. Gallan 《Journal of the Academy of Marketing Science》2008,36(1):54-66
The service-dominant logic (S-D logic) provides a novel and valuable theoretical perspective that necessitates a rethinking
and reevaluation of the conventional literature on innovation. This literature is built upon a goods-dominant logic and has
resulted in a restricted and out-moded perspective that overlooks many major discontinuous innovations. In this article, we
show how many innovations can be better understood by deploying a S-D logic perspective. We present six S-D logic categories
of discontinuous innovation positing that they can help scholars and managers analyze, design and implement breakthrough advances
in resource use. We argue that discontinuous innovation can arise by changing any of the customers’ roles of users, buyers
and payers on the first dimension. On the second dimension, the firm changes its value creation by embedding operant resources
into objects, by changing the integrators of resources, and by reconfiguring value constellations. Finally, we offer some
managerial and research implications of this expanded and strategic view of discontinuous innovation.
相似文献
Andrew S. GallanEmail: |
17.
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: |
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.
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: |
20.
The practice of introducing new technologies into the corporate environment has become a well-accepted principle for sustaining
or advancing competitive advantages. The current study focuses on the environmental and managerial factors associated with
the successful utilization of new technologies. To this end, the suggested framework examines the efforts put forth by the
two parties involved (the firm buying and the firm supplying the new technology). We use 112 matched data collected from the
suppliers and buyers of the customer relationship management (CRM) system in business-to-business markets. We find that the
perceived turbulence of business environments stimulates adaptive efforts from both the supplying and buying firms, which
may lead to a high level of utilization of new technologies for the buying firm.
相似文献
Jae H. Pae (Corresponding author)Email: |