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1.
Kevin P. Gwinner Dwayne D. Gremler Mary Jo Bitner 《Journal of the Academy of Marketing Science》1998,26(2):101-114
This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service
firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit
types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important
than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses
segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management
implications for relational strategies and future research implications of the findings are discussed.
Kevin P. Gwinner is an assistant professor of marketing in the School of Business at East Carolina University, North Carolina. His primary
research interest centers on improving and managing the performance of frontline, customer-contact employees. His research
has been published in theInternational Journal of Service Industry Management, International Marketing Review, and theJournal of Marketing Education.
Dwayne D. Gremler is an assistant professor of marketing in the College of Business and Economics at the University of Idaho. His current research
interests are in services marketing, particularly customer loyalty and retention, relationship marketing, service encounters,
and word-of-mouth communication. His work has been published in theInternational Journal of Service Industry Management, theJournal of Professional Services Marketing, andAdvances in Services Marketing and Management.
Mary Jo Bitner is a professor of marketing and the research director for the Center for Services Marketing and Management at Arizona State
University. Her research focuses on customer evaluations of service, service quality, and service delivery issues. She has
published in theJournal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Retailing, and theInternational Journal of Service Industry Management. She is coauthor of the textServices Marketing (McGraw-Hill, 1996). 相似文献
2.
Technology infusion in service encounters 总被引:22,自引:0,他引:22
Mary Jo Bitner Stephen W. Brown Matthew L. Meuter 《Journal of the Academy of Marketing Science》2000,28(1):138-149
Service encounters are critical in all industries, including those that have not been traditionally defined as service industries.
The increasing deployment of technology is altering the essence of service encounters formerly anchored in a “low-tech, high-touch”
paradigm. This article explores the changing nature of service, with an emphasis on how encounters can be improved through
the effective use of technology. The authors examine the ability of technology to effectively (1) customize service offerings,
(2) recover from service failure, and (3) spontaneously delight customers. The infusion of technology is examined as an enabler
of both employees and customers in efforts to achieve these three goals. Although the infusion of technology can lead to negative
outcomes and may not be embraced by all customers, the focus of this article is on the benefits of thoughtfully managed and
effectively implemented technology applications. Past research and industry examples are featured and future research directions
and managerial implications are highlighted.
Mary Jo Bitner is the AT&T Professor of Services Marketing and Management and the research director of the Center for Services Marketing
& Management at Arizona State University. Her research focuses on customer evaluations of service, selfservice technologies,
and service delivery issues. She has published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, and theInternational Journal of Service Industry Management. She is coauthor of the textServices Marketing (McGraw-Hill, 2d ed., 2000).
Stephen W. Brown holds the Edward M. Carson Chair of Services Marketing and Management, is Professor of Marketing, and director of the Center
for Services Marketing & Management at Arizona State University. His research focuses on services marketing strategy, service
delivery, customer loyalty, and service recovery. He has published in theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, and theJournal of Retailing. He is the coeditor of theAdvances in Services Marketing and Management series.
Matthew L. Meuter is Assistant Professor of Marketing at Villanova University with a Ph.D. in marketing from Arizona State University. His
research interests focus on the impact technology has on the marketing function, the changing nature of technologically based
service encounters, customer satisfaction with self-service technologies, and customer adoption of technologically based service
delivery innovations. His research has been published in the American Marketing Association's (AMA)Educators' Proceedings and has been presented at several national conferences. 相似文献
3.
Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior 总被引:1,自引:0,他引:1
This article reports the development of a theoretical model of consumer complaint behavior by using cognitive appraisal theory
as its foundation. Because of its importance to management and lack of attention in the marketing literature, specific emphasis
is placed on the phenomenon of noncomplaining and the role of consumer emotion in dissatisfying marketplace experiences. The
model presents cognitive appraisal as the key element in the evaluation of consumer threat and harm, which subsequently may
result in psychological stress. Stressful appraisal outcomes are suggested to elicit emotive reactions that, in conjunction
with cognitive appraisal, influence the type of coping strategy used by the consumer. Three coping strategies (problem focused,
emotion focused, and avoidance) are identified and discussed. Key propositions are illustrated by using in-depth interview
data from a sample of older female consumers.
Nancy Stephens is an associate professor of marketing at Arizona State University. She has published a variety of studies on consumer behavior,
services marketing, and marketing communications issues in such publications as theJournal of Marketing Research, theJournal of Advertising Research, theJournal of Advertising, and theJournal of Services Marketing, as well as many conference proceedings.
Kevin P. Gwinner is an assistant professor of marketing in the School of Business at East Carolina University, North Carolina. His research
interests include performance issues of customer-contact service employees, consumer complaint behaviors, and corporate sponsorship
issues. His research has been published in theJournal of the Academy of Marketing Science, theInternational Journal of Service Industry Management, International Marketing Review, and theJournal of Marketing Education. 相似文献
4.
Edwin Nijssen Jagdip Singh Deepak Sirdeshmukh Hartmut Holzmüeller 《Journal of the Academy of Marketing Science》2003,31(1):46-60
Few, if any, past studies have attempted to develop a model to capture and explain industry context variability and hypothesize
its effects on consumer-firm relationships. Generally, industry effects are ignored, described, or explained post hoc. Using
the notion of consumers' dispositions toward a market, a framework is proposed for understanding the influence of industry
context on consumer satisfaction, trust, value, and loyalty in relational exchanges. The empirical results of a survey in
two service industries show that industry contexts matter and yield significant direct and moderating effects on consumer-firm
relationships. The study underscores the promise of a dispositional approach for providing insights for the theory and practice
of relationship marketing, resolvin goutstanding questions, and proposing fruitful areas for further examination.
Edwin Nijssen, Ph.D., is a professor of marketing at the Nijmegen School of Management at the University of Nijmegen, the Netherlands.
His research interest focuses on strategic and international marketing issues, relationship marketing, brand management, and
new-product development. He has published inLong Range Planning, theJournal of Product Innovation Management, Technology Forecasting and Social Change, R&D Management, Industrial Marketing Management, and theJournal of International Marketing and has written several books on marketing strategy.
Jagdip Singh, Ph.D., is a professor of marketing at the Weatherhead School of Management at Case Western Reserve University. His primary
areas of research include consumer dissatisfaction and trust, measurement issues—including relationships between theoretical
concepts and empirical observations— and the effectiveness of boundary role personnel. He has published in theJournal of Marketing, theAcademy of Management Journal, theJournal of the Academy of Marketing Science, Behavioral Research in Accounting, andManagement Science, among others.
Deepak Sirdeshmukh, Ph.D., is a visiting assistant professor of marketing at the Weatherhead School of Management at Case Western Reserve University.
His primary areas of research include consumer trust and consumer processing of brand information. He has published in theJournal of Marketing, theJournal of Marketing Research, theJournal of Consumer Research, theJournal of the Academy of Marketing Science, and theJournal of Consumer Psychology, among others.
Hartmut H. Holzmüeller, Ph.D., is a professor of marketing at the School of Business at Dortmund University, Germany. His research interests include
cross-national consumer research and customer relationship marketing. Most of his work has been published in German. His articles
also appeared in theJournal of International Marketing, Management International Review, andInternational Business Review. 相似文献
5.
An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships 总被引:1,自引:0,他引:1
Thomas G. Brashear James S. Boles Danny N. Bellenger Charles M. Brooks 《Journal of the Academy of Marketing Science》2003,31(2):189-200
This study examines three trust-building processes and outcomes in sales manager-salesperson relationships. This study, based
on a sample of more than 400 business-to-business salespeoples from a variety of industries, shows two trust-building processes
(predictive and identification) to be significantly related to salesperson trust in the sales manager. Interpersonal trust
was found to be most strongly related to shared values and respect. Trust was directly related to job satisfaction and relationalism,
and indirectly related to organizational commitment and turnover intention.
Thomas G. Brashear (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an assistant professor of marketing in the Isenberg School
of Management at the University of Massachusetts-Amherst.
James S. Boles (jboles@gsu.edu) (Ph.D., Louisiana State University) is an associate professor of marketing in the Robinson College of Business
at Georgia State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business
relationships.
Danny N. Bellenger (mktdnb@langate.gsu.edu) (Ph.D., University of Alabama) is currently chairman of the Marketing Department in the Robinson
College of Business at Georgia State University. His research has appeared in a number of academic journals including theJournal of Marketing Research, theJournal of Marketing, theJournal of Advertising Research, theCalifornia Management Review, theJournal of Retailing, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, and theJournal of Business Research. He has authored four monographs and four textbooks on marketing research, sales, and retailing.
Charles M. Brooks (brooks@quinnipiac.edu) (Ph.D., Georgia State University) is an associate professor and chair of the Department of Marketing
and Advertising at Quinnipiac University. His research has appeared in theJournal of Business Research, theJournal of Retailing, Marketing Theory, and theJournal of Marketing Theory and Practice. 相似文献
6.
Re-examining salesperson goal orientations: Personality influencers, customer orientation, and work satisfaction 总被引:1,自引:0,他引:1
Eric G. Harris John C. Mowen Tom J. Brown 《Journal of the Academy of Marketing Science》2005,33(1):19-35
Several scholars have noted the importance of relationship marketing and the critical role that salesperson knowledge plays
in the formation of buyer-seller relationships. However, research on salesperson learning motivations has been relatively
scarce compared with research on firm-level learning orientations. One promising stream of research in this area is salesperson
goal orientation. Drawing from previous work in control theory, the authors extend previous research in this area by proposing
relationships between personality influencers, goal orientations, customer/selling orientation, and overall work satisfaction.
Their hypotheses are tested using data obtained from a sample of 190 real estate agents. The results provide support for their
hypothesized model. Specifically, learning orientation is shown to positively influence customer orientation, while performance
orientation is shown to positively influence selling orientation.
Eric G. Harris (eharris@lklnd.usf.edu Ph.D., Oklahoma State University) is an assistant professor of marketing at the University of South
Florida. His current research interests include goal orientation, customer orientation, and personality models applied to
consumer and employee behavior. He has published articles in theJournal of the Academy of Marketing Science, Psychology & Marketing, theJournal of Consumer Marketing, theJournal of Business & Psychology, Services Marketing Quarterly, theJournal of Services Marketing, and theJournal of Marketing Management.
John C. Mowen (jcmmkt@okstate.edu) Ph.D., Arizona State University) is Regents Professor and holds the Noble Chair of Marketing Strategy
at Oklahoma State University. He has published articles in numerous leading journals, including theJournal of the Academy of Marketing Science, theJournal of Marketing Research, theJournal of Marketing, Decisions Sciences, theJournal of Applied Psychology, theJournal of Personality and Social Psychology, Psychology and Marketing, and theJournal of Consumer Psychology. He is a past president of the Society for Consumer Psychology. His teaching and consulting interests focus on consumer behavior
and motivating the workforce. His research focuses on the factors that motivate and influence the decisions of consumers and
employees.
Tom J. Brown (tom.brown@okstate.edu; Ph.D., University of Wisconsin) is Ardmore Professor of Business Administration and an associate
professor of marketing at Oklahoma State University. His articles have appeared in leading marketing journals, including theJournal of Marketing Research, the Journal of Marketing, theJournal of Consumer Research, and theJournal of the Academy of Marketing Science. His current research interests include causes and effects of corporate reputation and the customer orientation of service
workers. He is cofounder of the Corporate Identity/Associations Research Group. Teaching interests include marketing research,
services marketing, and corporate communications. He is coauthor (with Gilbert A. Churchill Jr.) ofBasic Marketing Research (5th ed.). Consulting interests include marketing research, corporate reputation, and the customer orientation of service
workers. 相似文献
7.
An examination of selected marketing mix elements and brand equity 总被引:46,自引:0,他引:46
Boonghee Yoo Naveen Donthu Sungho Lee 《Journal of the Academy of Marketing Science》2000,28(2):195-211
This study explores the relationships between selected marketing mix elements and the creation of brand equity. The authors
propose a conceptual framework in which marketing elements are related to the dimensions of brand equity, that is, perceived
quality, brand loyalty, and brand associations combined with brand awareness. These dimensions are then related to brand equity.
The empirical tests using a structural equation model support the research hypotheses. The results show that frequent price
promotions, such as price deals, are related to low brand equity, whereas high advertising spending, high price, good store
image, and high distribution intensity are related to high brand equity.
Boonghee Yoo (Ph.D., Georgia State University) is an assistant professor of marketing at St. Cloud State University. His research interests
include brand equity, cross-cultural scale development, service quality, retail productivity, Internet marketing, and marketing
methodology. He has published previously in theJournal of Retailing, theJournal of Business Research, theJournal of Business & Industrial Marketing, theJournal of Service Research, and theJournal of Marketing Channels.
Naveen Donthu (Ph. D., University of Texas, Austin) is a professor of marketing at Georgia State University. His research interests center
on research methodology, site selection models, comparative and outdoor advertising, brand equity, Hispanic consumer research,
cross-cultural issues, and customer satisfaction. His work has appeared in journals such asMarketing Science, theJournal of Marketing Research, theJournal of Consumer Research, theJournal of the Academy of Marketing Science, theJournal of Advertising, theJournal of Advertising Research, theJournal of Retailing, and theJournal of Business Research.
Sungho Lee (Ph.D., University of Illinois at Urbana-Champaign) is an assistant professor of marketing at the University of Seoul, South
Korea. His research focuses on understanding consumers’ cognitive processing of brand and price information, brand extension
and brand equity, and advertising-driven persuasion processes. He has published previously inAdvances in Consumer Research, Asia-Pacific Advances in Consumer Research, Academy of Marketing Science-World Marketing Congress,
Korean Marketing Review, andKorean Management Review. 相似文献
8.
Hyokjin Kwak Anupam Jaju Trina Larsen 《Journal of the Academy of Marketing Science》2006,34(3):367-385
Consumer ethnocentrism is an important concept that is used to understand international marketing phenomena. In this article,
the authors conduct two empirical studies. Using consumer data from the United States, South Korea, and India (three diverse
cultural and economic environments), they explore six hypotheses. In Stage 1, the results suggest that across all three countries,
consumer ethnocentrism provokes negative attitudes toward both foreign advertisements and foreign products. The authors identify
a set of consumer variables (i.e., consumers’ global mind-set) that may mediate consumers’ unfavorable attitudes toward foreign
advertisements and products derived by consumer ethnocentrism. In Stage 2, the authors find that consumer ethnocentrism dampens
consumers’ online consumption activities on a foreign Web site. Finally, the authors find that marketers’ e-mail communications
to foreign consumers mediate consumer ethnocentrism in online environments.
Hyokjin Kwak (hkwak@drexel.edu) is an assistant professor of marketing at Drexel University. His research interests include advertising
effects, consumer communications, and strategic marketing. He has publications in theJournal of Consumer Psychology, theJournal of Advertising Research, theJournal of Current Issues and Research in Advertising, theJournal of Consumer Marketing, and other marketing journals.
Anupam Jaju (ajaju@gmu.edu) is an assistant professor of marketing in the School of Management at George Mason University. His main research
interests are in marketing strategy, marketing-technology interface, and international marketing. His work has been published
in theJournal of International Management, Marketing Theory, andMarketing Education Review.
Trina Larsen Andras (published as Trina Larsen, larsent@ drexel.edu) is a professor and the head of the Marketing Department at Drexel University.
Her research has been published in many of the major professional journals in her field, includingHarvard Business Review, theColumbia Journal of World Business, International Marketing Review, Industrial Marketing Management, Management International
Review, theJournal of Global Marketing, and theJournal of International Marketing, among others. Her research is focused on international marketing, specifically, cross-cultural behavioral and relationship
issues in international marketing management. 相似文献
9.
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
10.
Contracts, norms, and plural form governance 总被引:21,自引:0,他引:21
Joseph P. Cannon Ravi S. Achrol Gregory T. Gundlach 《Journal of the Academy of Marketing Science》2000,28(2):180-194
The organization of interfirm exchanges has become of critical importance in today’s business environment. Many scholars have
criticized the inadequacies of legal contracts as mechanisms for governing exchange, especially in the face of uncertainty
and dependence. Other scholars argue that it is not the contracts per se but the social contexts in which they are embedded
that determine their effectiveness. This study investigates the performance implications of governance structures involving
contractual agreements and relational social norms, individually and in combination (plural form) under varying conditions
and forms of transactional uncertainty and relationship-specific adaptation. Hypotheses are developed and tested on a sample
of 396 buyer-seller relationships. The results provide support for the plural form thesis—increasing the relational content
of a governance structure containing contractual agreements enhances performance when transactional uncertainty is high, but
not when it is low. Implications for theory and future research are discussed.
Joseph P. Cannon (Ph.D., University of North Carolina) is an assistant professor of marketing at Colorado State University. His areas of research
interest include the effective management of business-to-business buyer-seller relationships in domestic and international
markets. His research has appeared in theJournal of Marketing Research, theJournal of Marketing, theAcademy of Management Review, theJournal of Public Policy & Marketing, and other publications. He is a member of the Editorial Review Board of theJournal of Marketing.
Ravi S. Achrol (Ph.D., Northwestern University) is a professor of marketing and global management research professor in the School of Business
and Public Administration at George Washington University. Prior to joining George Washington University in 1991, he served
for 10 years on the faculty of the University of Notre Dame. His areas of research interests include interorganization theory
and marketing strategy. His articles have appeared in theJournal of Marketing, theJournal of Marketing Research, Social Science Research, theJournal of Business Strategy, theJournal of Public Policy and Marketing, and various other publications. He is a member of the Editorial Review Board of theJournal of Marketing.
Gregory T. Gundlach (Ph.D. J.D. University of Tennessee) is an associate professor of marketing in the College of Business Administration at
the University of Notre Dame. His areas of research interest include theories of exchange governance, industrial organization,
and antitrust policy. His articles have appeared in theJournal of Marketing, theJournal of Marketing Research, Marketing Science, theJournal of Public Policy & Marketing, theJournal of Business Research, Antitrust Bulletin, and other publications. He is a member of the Editorial Review Board of theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Public Policy & Marketing, and theJournal of Retailing. 相似文献
11.
Sangphet Hanvanich K. Sivakumar G. Tomas M. Hult 《Journal of the Academy of Marketing Science》2006,34(4):600-612
Extensive research has documented how firms’ learning orientation and memory are related to organizational performance. The
objective of this study is to examine the moderating role of turbulence on the relationships between firms’ learning orientation
and memory and their organizational performance and innovativeness. The study also provides insight into the differential
relationships of firms’ learning orientation and memory to their performance and innovativeness. Using survey data collected
from 200 supply management professionals, the results suggest that the extent to which learning and memory are associated
with organizational performance is contingent on the level of environmental turbulence. Specifically, under low environmental
turbulence, learning orientation and organizational memory appear to be related to performance and innovativeness; however,
under high environmental turbulence, only learning orientation is a useful predictor.
Sangphet Hanvanich (hanvanich@xavier.edu) is an assistant professor of marketing at Xavier University. She received her PhD from Michigan State
University. She has published in various journals including theJournal of Service Research andStrategic Management Journal. Her primary research interests are in the areas of marketing strategy, marketing alliances, international business, and
international marketing.
K. Sivakumar (k.sivakumar@lehigh.edu) (PhD, Syracuse University) is the Arthur Tauck Professor of International Marketing and Logistics,
chairperson, and a professor of marketing in the Department of Marketing at Lehigh University. Before joining Lehigh in 2001,
he spent 9 years as a faculty member with the University of Illinois at Chicago. His research interests include pricing, global
marketing, and innovation management. His research has been published in theJournal of the Academy of Marketing Science, the Journal of Marketing, theJournal of International Business Studies, Decision Sciences Journal, Marketing Letters, the Journal of Business Research,
the Journal of Interactive Marketing, theJournal of International Marketing, International Marketing Review, theJournal of Product Innovation Management, Pricing Strategy & Practice: An International Journal, Psychology & Marketing, Marketing
Science Institute’s Working Paper Series, and other publications. He has won several awards for his research (including the Donald Lehmann Award) and is on the editorial
review board of several scholarly journals. He has won outstanding reviewer awards from two journals. Home page: www.lehigh
.edu/~kasg.
G. Tomas M. Hult (nhult@msu.edu) is a professor of marketing and supply chain management and director of the Center for International Business
Education and Research at Michigan State University. He serves as executive director of the Academy of International Business.
He is associate editor of theJournal of International Business Studies, Decision Sciences, and theJournal of Operations Management. His research has been published in theJournal of the Academy of Marketing Science, Academy of Management Journal, Strategic Management Journal, theJournal of Marketing, Decision Sciences, theJournal of Operations Management, theJournal of Management, and theJournal of Retailing, among others. 相似文献
12.
John Kim Jeen-Su Lim Mukesh Bhargava 《Journal of the Academy of Marketing Science》1998,26(2):143-152
This study investigates the role of affect in attitude formation. Two experiments, using established conditioning procedures,
assessed the impact of affect on attitude formation. The results of Experiment 1 indicate that affect can influence attitudes
even in the absence of product beliefs. The results of Experiment 2 suggest that affect plays as important or more important
a role than the belief mechanism in attitude formation, depending on the number of repetitions. Implications of the results
for understanding the role of affect in advertising are discussed.
John Kim is an associate professor of marketing in the School of Business Administration at Oakland University. He earned his Ph.D.
in marketing from the University of Cincinnati. His research interests include consumer decision making, advertising effectiveness,
and brand equity. His work has appeared in theJournal of Marketing Research, theJournal of Consumer Research, and theJournal of Business Research.
Jeen-Su Lim is Interim Chair and a professor of marketing at the University of Toledo. He received his Ph.D. in marketing from Indiana
University. His work has appeared in many journals, including theJournal of Marketing Research, theJournal of Consumer Research, theJournal of Business Research, Industrial Marketing Management, International Marketing Review, Management International Review,
Psychology and Marketing, and theJournal of Health Care Marketing, among others. His research interests include consumer inference processes, new product development and competitive strategy,
and export marketing.
Mukesh Bhargava is an assistant professor in the Department of Marketing and Management at Oakland University. He has a Ph.D. in marketing
from the University of Texas, Austin, and several years of practical experience in advertising and marketing research. His
research includes areas such as advertising effectiveness and evaluation of marketing strategy in business and nonprofit organizations.
His work has appeared in theJournal of Advertising Research, Marketing Letters, theJournal of Business Research, and theJournal of the Academy of Marketing Science, among others. 相似文献
13.
Ad de Jong Ko de Ruyter Martin Wetzels 《Journal of the Academy of Marketing Science》2006,34(4):576-587
The increasing implementation of self-managing teams (SMTs) in service delivery suggests the importance of developing confidence
beliefs about a team’s collective competence. This research examined causality in the linkage between employee confidence
beliefs and performance for boundary-spanning SMTs delivering financial services. The authors distinguish between task-specific
(i.e., team efficacy) and generalized (i.e., group potency) employee confidence, as well as between customer-based (i.e.,
customer-perceived service quality) and financial (i.e., service revenues) performance. They analyzed employee and customer
survey data as well as financial performance data from 51 SMTs at two points in time using lagged analyses. The findings reveal
divergent results for team efficacy and group potency, suggesting that team efficacy has reciprocal, causal relationships
with service revenues and customer-perceived service quality. In contrast, group potency has no causal relationship with service
revenues. Finally, customer-perceived service quality predicts group potency, whereas no evidence for the reverse effect is
provided.
Ad de Jong (a.d.jong@tm.tue.nl) is an assistant professor in the Department of Organization Science & Marketing, Eindhoven University
of Technology, Eindhoven, the Netherlands. His main research interests are service marketing and management, the service-profit
chain, multilevel theory and research, and multichannel research. He has published in journals such asManagement Science, theJournal of Marketing, theJournal of Retailing, theInternational Journal of Research in Marketing, Decision Sciences, theJournal of Management Studies, and theJournal of Service Research, as well as many conference proceedings.
Ko de Ruyter (k.deruyter@mw.unimaas.nl) is a professor of marketing and head of the Department of Marketing at Maastricht University,
Maastricht, the Netherlands. He has published six books and numerous scholarly articles in, among others, theJournal of Marketing, Management Science, theJournal of Retailing, theInternational Journal of Research in Marketing, Decision Sciences, Marketing Letters, theJournal of Management Studies, theJournal of Business Research, theJournal of Economic Psychology, theJournal of Service Research, theInternational Journal of Service Industry Management, Information and Management, theEuropean Journal of Marketing and Accounting, andOrganisation andSociety. He serves on the editorial boards of various international academic journals, including theJournal of Service Research and theInternational Journal of Service Industry Management. His research interests concern international service management, e-commerce, and customer satisfaction and dissatisfaction.
Martin Wetzels (m.wetzels@mw.unimaas.nl) is a professor of marketing and supply chain research in the Department of Marketing at Maastricht
University, Maastricht, the Netherlands. His main research interests are customer satisfaction and dissatisfaction, customer
value, services marketing, business-to-business marketing, (online) marketing research, supply chain management, cross-functional
cooperation, e-commerce, new product development, technology infusion in services, and relationship marketing. His work has
been published inManagement Science, Marketing Letters, the International Journal of Research in Marketing, theJournal of Business Research, theJournal of Interactive Marketing, theJournal of Economic Psychology, Industrial Marketing Management, theEuropean Journal of Marketing, theJournal of Management Studies, andTotal Quality Management. He has contributed more than 60 papers to conference proceedings. 相似文献
14.
Netemeyer Richard G. Brashear-Alejandro Thomas Boles James S. 《Journal of the Academy of Marketing Science》2004,32(1):49-60
This article proposes a model of job-related outcomes of four role variables in a retail sales context: work-family conflict
(WFC), family-work conflict (FWC), work role conflict (RC), and work role ambiguity (RA). We tested the applicability of the
model with three cross-national samples, that is, the United States, Puerto Rico, and Romania, and the results revealed that
the model's measures and effects are mostly similar across samples. It was also posited and mostly supported that the effects
that WFC and FWC have on the job-related outcomes are greater than the effects of RC and RA. Implications concerning the effects
of role variables for international retail managers are offered.
Richard G. Netemeyer (rgn3p@forbes2.comm.virginia.edu) is a professor of marketing in the McIntire School of Commerce at the University of Virginia.
He received his Ph.D. in marketing from the University of South Carolina in 1986. His research interests are primarily consumer
behavior and organizationbehavior issues. His research has appeared in theJournal of Consumer Research, theJournal of Marketing Research, theJournal of Marketing, theJournal of Applied Psychology, Organizational Behavior & Human Decision Processes, theJournal of the Academy of Marketing Science, and others.
Thomas Brashear-Alejandro (brashear@mktg.umass.edu) (Ph.D., Georgia State University) is an associate professor of marketing in the Isenberg School
of Management at the University of Massachusetts-Amherst. His research has appeared or is forthcoming in a number of academic
journals, including theJournal of the Academy of Marketing Science, theJournal of Advertising, theJournal of Business Research, theJournal of Personal Selling and Sales Management, theJournal of Marketing Theory and Practice, and theJournal of Business & Industrial Marketing.
James S. Boles (JBoles@gsu.edu) is an associate professor of marketing at Georgia State University (GSU). He received his Ph.D. from Louisiana
State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Business Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Personal Selling and Sales Management, and theJournal of Applied Psychology. His areas of research interest include personal selling, sales management, key and strategic account management, and business
relationships. 相似文献
15.
Victoria D. Bush Gregory M. Rose Faye Gilbert Thomas N. Ingram 《Journal of the Academy of Marketing Science》2001,29(4):391-404
Given the increase in cultural diversity within marketing organizations as well as within current and potential customer bases,
possessing the appropriate communication skills becomes crucial to success in managing culturally diverse relationships. Although
marketing researchers have recognized the importance of adaptive selling behavior for successful buyer-seller relationships,
the exploration of the intercultural aspects of these relationships has only recently begun. This article examines how adaptive
selling behaviors and intercultural dispositions of marketing executives contribute to their perceived intercultural communication
competence. Results show that in addition to being adaptive, the intercultural disposition of a marketer is of key importance
in developing intercultural communication competence. Theoretical and practical implications for incorporating intercultural
communication into the development of successful buyer-seller relationships are discussed.
Victoria D. Bush (Ph.D., University of Memphis) is an associate professor of marketing at the University of Mississippi. Her research has
appeared in such journals as theJournal of Advertising, theJournal of Advertising Research, Industrial Marketing Management, theJournal of Public Policy and Marketing, theJournal of Business Ethics, and theJournal of Services Marketing. Her research interests are in diversity, advertising, and ethics.
Gregory M. Rose (Ph.D., University of Oregon) is an associate professor of marketing at the University of Mississippi. His research interests
include consumer socialization and cross-cultural consumer behavior. He has published or has forthcoming articles in theJournal of Consumer Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Consumer Psychology, theJournal of Advertising, theJournal of Marketing, and other journals and proceedings.
Faye Gilbert (Ph.D., University of North Texas) is an associate professor of marketing at the University of Mississippi. She has published
in theJournal of Business Research, Psychology and Marketing, theJournal of Health Care Marketing, theJournal of Research in Pharmaceutical Economics, theJournal of Applied Business Research, theJournal of Marketing Management, theJournal of Marketing Theory and Practice, and theJournal of Marketing Education, among others. Her work emphasizes the application of consumer behavior theory to health care and to channel relationships.
Thomas N. Ingram (Ph.D., Georgia State University) is a professor of marketing at Colorado State University. He has been honored as the Marketing
Educator of the Year by Sales and Marketing Executives International (SMEI) and as a recipient of the Mu Kappa Tau National
Marketing Honor Society Recognition Award for Outstanding Scholarly Contributions to the Sales Discipline. He has served as
the editor of theJournal of Personal Selling and Sales Management and is the current editor of theJournal of Marketing Theory and Practice. His primary research is in personal selling and sales management. His work has appeared in theJournal of Marketing, theJournal of Marketing Research, theJournal of Personal Selling and Sales Management, and theJournal of the Academy of Marketing Science, among others. He is the coauthor of three textbooks:Professional Selling: A Trust-Based Approach, Sales Management: Analysis and Decision Making, andMarketing: Principles and Perspectives. 相似文献
16.
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
17.
Service failure and recovery: The impact of relationship factors on customer satisfaction 总被引:15,自引:0,他引:15
Ronald L. Hess Shankar Ganesan Noreen M. Klein 《Journal of the Academy of Marketing Science》2003,31(2):127-145
This research investigated how customers' relationships with a service organization affect their reactions to service failure
and recovery. Our conceptual model proposed that customer-organizational relationships help to shape customers' attributions
and expectations when service failures occur. The empirical results showed that customers with higher expectations of relationship
continuity had lower service recovery expectations after a service failure and also attributed that failure to a less stable
cause. Both the lower recovery expectations and the lower stability attributions were associated with greater satisfaction
with the service performance after the recovery. These effects appeared to be key processes by which relationships buffer
service organizations when service failures occur.
Ronald L. Hess Jr. (ron. hess@business.wm.edu) (Ph.D., Virginia Tech) is currently an assistant professor of marketing at the College of William
& Mary. His research interests include customer responses to service and product failures; organizational complaint handling;
and customer assessments of satisfaction, loyalty, and service quality. He has published his research inMarketing Letters and several conference proceedings.
Shankar Ganesan (sganesan @bpa.arizona.edu) (Ph.D., University of Florida) is an associate professor of marketing and Lisle and Rosslyn Payne
Fellow in Marketing at the Eller College of Business and Public Administration, University of Arizona. His research interests
focus on the areas of interorganizational relationships, buyer-seller negotiations, service failure and recovery, new product
innovation, and E-marketing. He is the author of several articles that have appeared in leading academic journals, including
theJournal of Marketing Research, theJournal of Marketing, theJournal of Retailing, theJournal of Personal Selling and Sales Management, theJournal of the Academy of Marketing Science, and theJournal of Applied Psychology. He currently serves on the editorial review board of theJournal of Marketing Research and theJournal of Marketing.
Noreen M. Klein (nklein@vt.edu) (Ph.D., Pennsylvania State University) is currently an associate professor of marketing at Virginia Polytechnic
Institute and State University. Her research interests include consumer decision making and the behavioral aspects of pricing,
and her research has been published in the theJournal of Consumer Research, Organizational Behavior and Human Decision Making, and theJournal of the Academy of Marketing Science. 相似文献
18.
Barry J. Babin James S. Boles Donald P. Robin 《Journal of the Academy of Marketing Science》2000,28(3):345-358
This research develops and tests a measurement model representing the ethical work climate of marketing employees involved
in sales and/or service-providing positions. A series of studies are used to identify potential items and validate four ethical-climate
dimensions. The four dimensions represent trust/responsibility, the perceived ethicalness of peers’ behavior, the perceived
consequences of violating ethical norms, and the nature of selling practices as communicated by the firm. Both first- and
second-order levels of abstraction are validated. Relationships with role stress, job satisfaction, and organizational commitment
are described and discussed. The scale is unique from previous attempts in its scope, intended purpose (marketing employees),
the validation procedures, and in that it is not scenario dependent. The results suggest the usefulness of the marketing ethical
climate construct in both developing theory and in providing advice for marketing practice.
Barry J. Babin (Ph.D., Louisiana State University) is an associate professor of marketing at the University of Southern Mississippi. His
research involves behavioral interactions between exchange actors and the environment. Barry’s research appears elsewhere
in theJournal of Marketing, theJournal of Retailing, theJournal of Consumer Research, theJournal of Business Research, and other professional publications. He is the immediate past president of the Society for Marketing Advances and the current
Marketing Section Editor of theJournal of Business Research.
James S. Boles (Ph.D., Louisiana State University) is an associate professor of marketing at Georgia State University. His research concentrates
on the multifarious aspects of selling, particularly on job-related attitudinal and behavioral outcomes. His research appears
elsewhere in theJournal of Marketing, theJournal of Retailing, theJournal of Applied Psychology, theJournal of Business Research, and other professional publications. He is highly involved in sales and creative training.
Donald P. Robin (DBA, Louisiana State University) is the J. Tylee Wilson professor of business ethics in the Wayne Calloway School of Business
and Accountancy at Wake Forest University. His research appears elsewhere in theJournal of Marketing, theAccounting Review, theJournal of Business Research, theAmerican Business Law Journal, and many other places. He has published in several business ethics journals includingBusiness Ethics Quarterly, theJournal of Business Ethics, and theBusiness and Professional Ethics Journal. He is a Distinguished Fellow of the Society for Marketing Advances. 相似文献
19.
Interactivity in the electronic marketplace: An exposition of the concept and implications for research 总被引:1,自引:0,他引:1
It is widely recognized that a better understanding of interactivity and its implications is essential for facilitating research
focused on the emerging electronic marketplace. However, deficiencies persist in our understanding of this important concept.
Building on research in various fields of study (e.g., information systems, marketing, and computer-mediated communication),
this article presents a conceptualization of interactivity from a marketplace perspective that is missing or inadequately
articulated in the literature. Specifically, interactivity is conceptualized as a characteristic of computer-mediated communication
in the marketplace that increases with the bidirectionality, timeliness, mutual controllability, and responsiveness of communication
as perceived by consumers and firms. The article concludes with a research agenda focusing on issues relating to measurement,
conceptual refinement, and management of interactivity in the electronic marketplace.
Manjit S. Yadav (yadav@tamu.edu) is an associate professor of marketing and Mays Research Fellow, Department of Marketing, Mays Business
School, Texas A&M University. He obtained his Ph.D. in marketing from Virginia Tech. His current research focuses primarily
on strategic issues related to the Internet and the electronic marketplace. He has published in a number of journals including
theJournal of Marketing Research, the Journal of Consumer Research, the Journal of the Academy of Marketing Science, andSloan Management Review. He is a member of the Editorial Review Board of theJournal of the Academy of Marketing Science and theJournal of Interactive Marketing. He is a recipient of the Faculty Distinguished Achievement Award in Teaching (Mays Business School, Texas A&M University).
He cochaired the American Marketing Association’s Faculty Consortium on Electronic Commerce held at Texas A&M University.
Rajan Varadarajan (varadarajan@tamu.edu) is a distinguished professor of marketing and holder of the Ford Chair in Marketing and E-Commerce
in the Mays Business School at Texas A&M University. His primary teaching and research interest is in the area of strategy.
His research on strategy has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theAcademy of Management Journal, theStrategic Management Journal, and other journals. He served as editor of theJournal of Marketing from 1993 to 1996 and theJournal of the Academy of Marketing Science from 2000 to 2003. He currently serves on the Editorial Review Boards of theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of International Marketing, theJournal of Interactive Marketing, and other journals. He is a recipient of a number of honors and awards including the Academy of Marketing Science Distinguished
Marketing Educator Award (2003), the American Marketing Association Mahajan Award for Career Contributions to Marketing Strategy
(2003), and the Texas A&M University Distinguished Achievement Award in Research (1994). 相似文献
20.
Domestic country bias,country-of-origin effects,and consumer ethnocentrism: A multidimensional unfolding approach 总被引:1,自引:0,他引:1
George Balabanis Adamantios Diamantopoulos 《Journal of the Academy of Marketing Science》2004,32(1):80-95
This study uses a multidimensional unfolding approach to examine the preference patterns of U.K. consumers for domestic products
and those originating from specific foreign countries for eight product categories. Results indicate that the observed variability
in preferences is linked to consumer ethnocentrism. However, the latter's capability in explaining consumer bias in favor
of domestic products is dependent both on the specific country of origin and the particular product category. Implications
of the findings are considered and future research directions identified.
George Balabanis (g.balabanis@city.ac.uk) is a senior lecturer at City University in London. He has published articles in several journals
including theJournal of International Business Studies, theBritish Journal of Management, International Marketing Review, theEuropean Journal of Marketing, andInternational Business Review.
Adamantios Diamantopoulos (a.diamantopoulos@lboro. ac.uk) is a professor of marketing and business research at Loughbough University Business School,
United Kingdom. His main research interests are in international marketing and research methodology. His work has been published,
among others, in theJournal of Marketing Research, theJournal of International business Studies, theInternational Journal of Research in Marketing, theInternational Jorunal of Forecasting, and theJournal of Business Research. 相似文献