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1.
When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates 总被引:9,自引:0,他引:9
When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated. 相似文献
2.
“Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors 总被引:1,自引:0,他引:1
Harvir S. Bansal Shirley F. Taylor Yannik St. James 《Journal of the Academy of Marketing Science》2005,33(1):96-115
This article explores the applicability of a model of migration from the human geography literature as a unifying, theoretical
framework for understanding consumers’ service provider switching behaviors. Survey data from approximately 700 consumers
are used to examine the usefulness of the push, pull, and moorings (PPM) migration model. The PPM migration model performs
better than an alternative model; all three categories of antecedents to switching (migration)—push, pull, and mooring variables—have
significant direct, and some moderating, effects on switching intentions.
Harvir S. Bansal (Ph.D., Queen’s University, hbansal@wlu.ca) is an associate professor of marketing at Wilfrid Laurier University. His research
interests are focused in the area of services marketing with emphasis on customer switching behavior, word-of-mouth processes
in services, structural equation modeling, and tourism. His research has been published in theJournal of the Academy of Marketing Science, the Journal of Services Marketing, the Journal of Service Research, Tourism Management, theJournal of Quality Management, andPsychology and Marketing. He has also presented at and published articles in the proceedings of various national and international conferences.
Shirley F. Taylor (Ph.D., University of British Columbia, staylor@business.queensu.ca) is an associate professor in the School of Business
at Queen’s University, where she teaches and conducts research in the area of services marketing. Her research interests include
service provider loyalty and switching, customer commitment, and perceptions management of service delays. Her work has been
published in theJournal of the Academy of Marketing Science, the Journal of Marketing, Psychology & Marketing, theJournal of Service Research, theInternational Journal of Research in Marketing, and theJournal of Public Policy and Marketing. She currently serves on the editorial boards of theJournal of the Academy of Marketing Science, theJournal of Business Research and the Canadian Journal of Administrative Sciences.
Yannik St. James (ystjames@business.queensu.ca) is a doctoral candidate in the School of Business at Queen’s University, where she conducts
research at the intersection of consumer behavior and marketing strategy. Her research interests include the role of affect
in consumer behavior, brand management, and services marketing. She has presented her work at the Association for Consumer
Research Conference, the Academy of Marketing Science Conference, and the Frontiers in Services Conference. 相似文献
3.
Antecedents to customer expectations for service recovery 总被引:17,自引:0,他引:17
Selected antecedents of customers’ service recovery expectations are considered in this study. A conceptual model is proposed
in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as
antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results
support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct
effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery
expectations.
He received his doctorate in marketing from the University of Kentucky. His research interests include services marketing
and ethics. His research has been published in theJournal of the Academy of Marketing Science, Journal of Retailing, and theJournal of Business Research.
He received his doctorate in industrial and organizational psychology from Virginia Tech University. His research interests
include service quality with a focus on health care settings. His research has been published in theJournal of Management, Organizational Behavior and Human Decision Processes, andMedical Care Review. 相似文献
4.
Thomas W. Gruen Talai Osmonbekov Andrew J. Czaplewski 《Journal of the Academy of Marketing Science》2007,35(4):537-549
Value creation through customer-to-customer exchange occurs when the perceived benefits of a company’s offering are increased
as a result of customers’ interaction with one another. C2C exchange exists in a wide variety of service environments, both
online and face-to-face. Drawing on the motivation, opportunity, and ability (MOA) framework, this research presents and tests
a theoretical model that examines antecedents and outcomes of C2C exchange in the context of face-to-face networking behaviors
at professional association meetings. Data were obtained from a survey of conference attendees, and the hypotheses were tested
using moderated regression and path analysis. The results show a three-way interaction effect among the MOA factors, that
the MOA model does predict the level of C2C exchange, and that C2C exchange does enhance service value perceptions and customer
loyalty intentions. 相似文献
5.
A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power 总被引:1,自引:0,他引:1
Yany Grégoire Daniel Laufer Thomas M. Tripp 《Journal of the Academy of Marketing Science》2010,38(6):738-758
This article develops and tests a comprehensive model of customer revenge that contributes to the literature in three manners.
First, we identify the key role played by the customer’s perception of a firm’s greed—that is, an inferred negative motive
about a firm’s opportunistic intent—that dangerously energizes customer revenge. Perceived greed is found as the most influential
cognition that leads to a customer desire for revenge, even after accounting for well studied cognitions (i.e., fairness and
blame) in the service literature. Second, we make a critical distinction between direct and indirect acts of revenge because
these sets of behaviors have different repercussions—in “face-to-face” vs. “behind a firm’s back”—that call for different
interventions. Third, our extended model specifies the role of customer perceived power in predicting these types of behaviors.
We find that power is instrumental—both as main and moderation effects—only in the case of direct acts of revenge (i.e., aggression
and vindictive complaining). Power does not influence indirect revenge, however. Our model is tested with two field studies:
(1) a study examining online public complaining, and (2) a multi-stage study performed after a service failure. 相似文献
6.
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: |
7.
Sonja Wendel Benedict G. C. Dellaert 《Journal of the Academy of Marketing Science》2005,33(4):575-584
In this article, the authors investigate consumers’ consideration of media channels during different usage situations. They
develop a model that explains consumers’ media channel consideration as a function of the media channel’s perceived benefits.
In addition, they hypothesize that the usage situation affects consumers’ media channel consideration and that situation-based
benefit requirements moderate the effect of the benefits on their channel consideration. The authors test the hypothesized
relationships using survey data from 341 consumers regarding their consideration of 12 different media channels used by manufacturers
to communicate product information across three product-related usage situations. The results of the analyses support the
proposed model structure and confirm the expected relationships among perceived media channel benefits, usage situations,
media channel requirements, and consumers’ media channel consideration.
Sonja Wendel (s.wendel@mw.unimaas.nl) is currently a Ph.D. candidate in the Department of Marketing at Maastricht University, the Netherlands.
Her research interests lie in the area of consumer behavior, services marketing, and communications. She is particularly interested
in exploring manufacturer-consumer communications.
Benedict G. C. Dellaert (b.dellaert@mw.unimaas.nl) is Meteor Research Chair and a professor in the Department of Marketing at Maastricht University,
the Netherlands. His research interests are in consumer decision making, consumer-producer interaction, customization and
personalization, retailing, and tourism. His work has appeared in journals such as theInternational Journal of Research in Marketing, theJournal of Interactive Marketing, theJournal of Marketing Research, andMarketing Letters. 相似文献
8.
Gregory A. Rich 《Journal of the Academy of Marketing Science》1997,25(4):319-328
This study develops a conceptual framework that relates role-modeling behavior of sales managers to a set of key outcome variables
and assesses the validity of the framework using a cross-sectional sample of salespeople and sales managers drawn from a variety
of business-to-business sales organizations. Findings indicate that salespeople’s perceptions of their managers’ role-modeling
behavior relate positively to trust in the sales manager and relate indirectly, through trust, to both job satisfaction and
overall performance of salespeople. The study provides empirical validity for practitioner suggestions that sales managers
should lead by example, and thus should provide a model of the behavior managers desire their salespeople to enact.
His primary research interest is in the application of leadership theory to sales management. His work has been published
inPersonnel Psychology andJournal of Business-to-Business Marketing. 相似文献
9.
Lisa K. Scheer C. Fred Miao Jason Garrett 《Journal of the Academy of Marketing Science》2010,38(1):90-104
This research examines whether suppliers’ capabilities impact OEM customers’ dependence on the supplier and thereby generate
customer loyalty. Using a sample of purchasing managers focusing on a single key component supplier, we examine three supplier
capabilities, two dependence dimensions, and three aspects of customer loyalty. Core offering capability increases the customer
firm’s benefit-based dependence. Operations capability has a more comprehensive effect, enhancing both benefit-based and cost-based
dependence. Benefit-based dependence leads to relational loyalty and, through its effect on relational loyalty, to insensitivity
to competitive offerings and future purchase expansion. Cost-based dependence motivates insensitivity to competitive offerings,
but does not affect relational loyalty or purchase expansion. The supplier’s communication capability is associated with relational
loyalty, but this effect does not flow through the customer firm’s dependence. The divergent pattern of antecedents and effects
of benefit-based dependence and cost-based dependence may explain the inconsistent and insignificant research findings in
previous research on dependence. Our results suggest that adopting a bi-dimensional model of dependence more fully captures
the theoretical domain of dependence, thereby permitting researchers to better examine its role in supply chain, channel,
and marketing relationships. 相似文献
10.
Ning Li William Boulding Richard Staelin 《Journal of the Academy of Marketing Science》2010,38(2):141-158
Drawing from transaction cost economics (TCE), the knowledge-based view (KBV), and real options theory (ROT), we propose that
the general alliance experience of alliance partner firms moderates the impact of market uncertainty and alliance-specific uncertainty on the benefits and costs of the two marketing alliance governance modes, i.e., non-equity alliances and joint ventures.
Based on our systematic study of 18,616 marketing alliances occurring in 48 industries across 164 countries between 1992 and
2008, we find general alliance experience significantly moderates firms’ marketing alliance governance mode choices. Our framework
reconciles some contradictory empirical results in the interfirm relationship governance structure literature by emphasizing
the moderating role of partner firms’ general alliance experience. Specifically, when alliances can be characterized has having
a large cultural distance between the partners or having a market with a broad geographic scope, it seems that TCE predictions
regarding the marketing alliance governance mode choice hold for inexperienced firms while KBV and ROT predictions hold for
experienced firms. In addition, by incorporating key aspects of all three theories, our proposed framework has the potential
to provide deeper insights into the role of alliance experience and uncertainty in firms’ marketing alliance governance mode
choices. 相似文献
11.
Dhruv Grewal Gopalkrishnan R. Iyer Jerry Gotlieb Michael Levy 《Journal of the Academy of Marketing Science》2007,35(2):250-258
Researchers and service providers have realized that a disproportionate share of a firm’s sales and profits come from a relatively
small number of loyal customers that repeatedly purchase the firm’s services. In many service settings, such as health care,
repeated interactions between the service provider and the client are necessary for service delivery. While service quality
is certainly important, it is also important that customers’ perceptions of perceived risk are taken into account and that
customers perceive a degree of control over the services provided. We develop a conceptual model of linkages between the physical
environment of the service, perceived control over the service and service quality and, demonstrate through two empirical
studies, how these factors affect perceived risk and post-purchase behavioral intentions. Both studies were conducted in health
care settings. In the first study, we collected data using a mail survey of 192 patients after their treatment from a regional
hospital. In the second study, survey data were collected from 101 patients of a specialized clinic providing alternative
therapies within a major hospital. Our results provide confirmation that the favorable physical environment of the service
setting enhances perceived control and perceptions of service quality. Moreover, perceived control and perceived quality of
the service provider reduces post-purchase perceived risk. Finally, post-purchase perceived risk reduces behavioral intentions,
while perceived quality of the service provider enhances behavioral intentions.
Authors contributed equally to the research. 相似文献
12.
Christian Homburg Jan Wieseke Christina Kuehnl 《Journal of the Academy of Marketing Science》2010,38(2):159-168
The implementation of sales force automation applications (SFA) often fails owing to the lack of adoption by salespeople.
Previous studies investigating drivers of salespeople’s SFA adoption have mainly scrutinized predictors on the level of salespeople
(within-level analysis). Hence, these studies have mostly neglected the social influence of coworkers’ and superiors’ SFA
adoption on salespeople’s SFA adoption. We introduce a new perspective using a multilevel framework of SFA adoption at several
hierarchical levels. The findings demonstrate that coworkers’ and superiors’ SFA adoption has a positive effect on subordinates’
SFA adoption which goes beyond the commonly tested determinants. Also, results reveal differences among predictors of the
Technology Acceptance Model (within-level effects) examined at three different hierarchical levels. 相似文献
13.
Arthur J. Adams 《Journal of the Academy of Marketing Science》1986,14(3):52-57
Forecast improvement is often approached by attempting to find the “best” model for a given situation. Less attention has
been paid to the possibility of examining past prediction errors for patterns that may suggest forecast adjustments for the
future. This empirical study involves one firm’s management judgment forecasts for product sales and the attempts made to
improve their accuracy by removing certain types of bias. In three of the five series examined, error reduction averaging
close to thirty percent occurs as a result of the adjustment procedure. The other two series proved to be relatively free
from bias and were therefore not in need of the correction method described. 相似文献
14.
The authors discuss the motivations for this special issue and propose a conceptual framework pertaining to the issue’s theme.
Using this framework as a backdrop, they then offer an overview of the remaining articles by segmenting them into categories
and discussing their relationship to the framework. They conclude by highlighting research avenues for augmenting our understanding
of marketing to and serving customers through the Internet.
A. Parasuraman (D.B.A., Indiana University) is a professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.
He has received many distinguished teaching and research awards. In 1988, he was selected as one of the “Ten Most Influential
Figures in Quality” by the editorial board ofThe Quality Review. In 1998, he received the American Marketing Association’s “Career Contributions to the Services Discipline Award.” In 2001,
he received the Academy of Marketing Science’s “Outstanding Marketing Educator Award.” Dr. Parasuraman has published numerous
articles in leading scholarly and managerial journals. He has served as editor of theJournal of the Academy of Marketing Science for a 3-year term (1997–2000). He has authored or coauthored several books, the most recent of which isTechno-Ready Marketing: How and Why Your Customers Adopt Technology (2001).
George M. Zinkhan is the Coca-Cola Company Chair of Marketing at the University of Georgia. After receiving his doctorate from the University
of Michigan, he served on the faculty at both the University of Houston and the University of Pittsburgh. His main research
focus is in the areas of communication, advertising, and electronic commerce. His recent coauthored books includeElectronic Commerce: A Strategic Perspective (2000) andConsumers (2002). 相似文献
15.
A voice from the silent masses: An exploratory and comparative analysis of noncomplainers 总被引:2,自引:0,他引:2
Clay M. Voorhees Michael K. Brady David M. Horowitz 《Journal of the Academy of Marketing Science》2006,34(4):514-527
This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers.
Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n=149) explored reasons why customers do not complain after experiencing service failures. In the quantitative study (n=530), two kinds of noncomplainers who either (a) received organization-initiated recoveries or(b) exited the encounters without
recoveries were compared with three kinds of complaining customers who received (a) satisfactory recoveries, (b) dissatisfactory
recoveries, or (c) no recoveries. The five customer groups were compared across repurchase intentions, negative affect, perceived
regret, and intentions to engage in negative word of mouth. The results of the comparative analyses challenge existing views
of noncomplainers’ repurchase intentions and negative outcome levels.
Clay M. Voorhees (voorhees@bus.msu.edu) is an assistant professor of marketing at Michigan State University. His research interests are in
the areas of service decision making, consumer complaining behavior, customer equity, and the development and application
of innovative research methods to service decision making models. Clay’s research has been published inJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Services Marketing.
Michael (“Mike”) K. Brady (mbrady@cob.fsu.edu) is an associate professor of marketing and director of the doctoral program at Florida State University.
His research interests are in the areas of managing the service decision-making process, managing service failure, and the
strategic ramifications of branding for service firms. Mike’s research has been published in theJournal of Marketing, Journal of Service Research, Journal of Retailing, Psychology & Marketing, Journal of Business Research,
Journal of Services Marketing, International Journal of Service Industry Management, and other outlets. Mike has won both the M. Wayne Delozier Award for Best Conference Paper at the Academy of Marketing Science
Conference and the Steven J. Shaw Award for Best Conference Paper at the Society for Marketing Advances Conference. Mike serves
on the editorial review boards of theJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Retailing and was named an Outstanding Reviewer by theJournal of Retailing in 2004.
David M. Horowitz (dmh03@fsu.edu) is a marketing doctoral candidate at Florida State University whose interests include services marketing,
cognitive anthropology research methods, and marketing and public policy issues. He completed his MBA at San Diego State University
and holds a BS in industrial engineering from Stanford University. David’s research has been published in theJournal of the Academy of Marketing Science and the proceedings of national and regional conferences. 相似文献
16.
Victoria L. Crittenden William F. Crittenden Linda K. Ferrell O. C. Ferrell Christopher C. Pinney 《Journal of the Academy of Marketing Science》2011,39(1):71-85
Utilizing Resource-Advantage Theory as the underlying theoretical foundation and drawing on literature from a variety of disciplines,
we develop a market-oriented sustainability framework. By incorporating sustainability into market orientation, the goal of
strategic alignment of sustainability with marketing strategies is achieved to create a competitive advantage. Three constructs
identified in the model are DNA, stakeholder involvement, and performance management. These three constructs are the drivers
of sustainability. DNA is used as an extended metaphor to clarify and illustrate the workings of an organization and how sustainability
may be implemented. This construct includes core ideology, dynamic capabilities, and societal engagement. The firm’s DNA is
communicated to both internal and external stakeholders, and stakeholders’ concerns should be an influence on strategic marketing
planning. Performance management is the third major construct in the model and includes corporate social performance and corporate
financial performance metrics. Within the model explication, we offer propositions to support market-oriented sustainability
research and provide directions for sustainability theory, research, and practice. 相似文献
17.
The effects of filled waiting time and service provider control over the delay on evaluations of service 总被引:1,自引:0,他引:1
Shirley Taylor 《Journal of the Academy of Marketing Science》1995,23(1):38-48
This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent
to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that
delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular.
When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the
delay and whether the customer’s waiting time was filled. Overall performance evaluations and performance evaluations of tangibility,
reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time
was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled.
She received her Ph.D. from the University of British Columbia. 相似文献
18.
Richard L. Priem 《Journal of the Academy of Marketing Science》1992,20(2):135-141
Theorists in the field of industrial organization economics are beginning to develop formal models that are in many ways consistent
with the assumptions and concepts of Alderson’s general theory of marketing. This article evaluates Alderson’s concepts of
market heterogeneity, transactions, organized behavior systems, and sorting functions as they may relate to the recent work
of organization economics theorists. An extended example is presented comparing Alderson’s theory with Kenney and Klein’s
(1983) conclusions concerning block booking marketing arrangements. The new work in industrial organization economics may
provide a framework for further conceptualization and justification of Alderson’s general theory by marketing scholars. 相似文献
19.
Research on how service firms choose their initial mode of operation in foreign markets appears to have led to two contradictory
conclusions. Findings from one group of studies suggest that factors determining entry mode choice by manufacturing firms
are generalizable to service firms. Findings from another group of studies contradict that view. The authors reconcile the
two views by means of a classification scheme that allows some services to be grouped with manufactured goods in terms of
entry mode choice. A conceptual model of factors affecting the entry mode choice of service firms is proposed, research propositions
are developed, and managerial implications and future research directions are discussed.
Ikechi Ekeledo is a doctoral candidate in marketing at the University of Illinois at Chicago. His research interests include international
marketing, services marketing, and strategic market planning.
K. Sivakumar (Ph.D., Syracuse University, 1992) is an associate professor of marketing at the University of Illinois at Chicago. His research
interests include pricing, international marketing, and innovation management. His research has been published or is forthcoming
inBarron’s, International Marketing Review, theJournal of Business Research, theJournal of Marketing, theJournal of Marketing Theory & Practice, theJournal of Product Innovation Management, theJournal of Social Behavior & Personality, Marketing Letters, Marketing Science Institute’s Working Paper Series, and Pricing
Strategy & Practice: An International Journal, and summarized as Editors’ Briefings inHarvard Business Review. He has won several awards for research and is on the editorial boards of four scholarly journals. 相似文献
20.
M. Joseph Sirgy 《Journal of the Academy of Marketing Science》1987,15(4):53-61
A social cognition model describing the cognitive determinants of problem recognition is introduced and tested. Problem recognition
is hypothesized to be a function of the directional discrepancy between the valence level of the perceived performance of
one’s current product and the valence level of a referent (standard of comparison). More specifically, problem recognition
is hypothesized to be greatest under negative incongruity, followed by negative congruity, positive congruity, and positive
incongruity, respectively. The model was tested in two studies, and the results were consistent with the hypothesis. Advertising
implications of the model are discussed in terms of primary demand advertising. 相似文献