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1.
The effect of management commitment to service quality on employees’ affective and performance outcomes 总被引:1,自引:0,他引:1
Emin Babakus Ugur Yavas Osman M. Karatepe Turgay Avci 《Journal of the Academy of Marketing Science》2003,31(3):272-286
A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is
derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment
to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant
effect on their perceptions of service recovery performance. The influence of management commitment to service quality on
service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction.
Implications of the results and further research avenues are discussed.
Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In
addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals.
Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University.
Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business.
Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at
Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research.
Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern
Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research. 相似文献
2.
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
3.
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
4.
Harvir S. Bansal P. Gregory Irving Shirley F. Taylor 《Journal of the Academy of Marketing Science》2004,32(3):234-250
Although research into the determinants of service provider switching has grown in recent years, the focus has been predominantly
on transactional, not relational, variables. In this research, the authors address the role of consumer commitment on consumers’
intentions to switch. Drawing from the organizational behavior literature, they build on previous service switching research
by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation
modeling is used to test the model based on data from a survey of 356 auto repair service customers. The authors’ results
support the notion that customer commitment affects intentions to switch service providers and that the psychological states
underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment
in understanding customer retention. The implications of this model for theory and practice are discussed.
Havir S. Bansal (hbansal@wlu.ca) is an associate professor of marketing at Wilfrid Laurier University. He earned his Ph.D. from Queen’s University
in 1997. His research interests are focused in the area of services marketing with emphasis on cuctomer switching behavior,
word-of-mouth processes in services, and tourism. His research has been published in theJournal of Service Research, theJournal of Quality Management, andPsychology and Marketing and has publications forthcoming in theJournal of Services Marketing andTouris Management. He has also presented at and published articles in the proceedings of various national and international conferences.
P. Gregory Irving (girving@wlu.ca) is an associate professor of organizational behavior at Wilfrid Laurier University. He received his Ph.D.
in industrial/organizational psychology from the University of Western Ontario. His research interests included commitment
and work-related attitudes, psychological contracts, and organizational recruitment and socialization. His research has appeared
in a variety of journal including theJournal of Applied Psychology, Personnel Psychology, theJournal of Organizational Behavior, theJournal of Management, Human Performance, andBasic and Applied Social Psychology.
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, theJournal 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 theCanadian Journal of Administrative Sciences. 相似文献
5.
A refinement and validation of the MARKOR scale 总被引:3,自引:0,他引:3
Ken Matsuno John T. Mentzer Joseph O. Rentz 《Journal of the Academy of Marketing Science》2000,28(4):527-539
In this article, the authors attempt to develop an improved market orientation scale built on Kohli, Jaworski, and Kumar’s
market orientation scale (MARKOR). The modified scale is then compared with the MARKOR scale in a validation study. The authors
argue that the scale improves operationalization of the market orientation construct, and the results indicate that the psychometric
properties of the new scale are superior to those of the MARKOR scale. Implications of the results are discussed, and a future
research agenda is offered.
Ken Matsuno is assistant professor of marketing at Babson College. He received his Ph.D. from the University of Tennessee. His research
interests include marketing strategy formulation process and its outcomes and business-to-business marketing issues. His work
can be found in theJournal of Marketing, theInternational Journal of Physical Distribution and Logistics Management, and several academic conference proceedings.
John T. Mentzer is the Harry J. and Vivienne B. Bruce Excellence Chair of Business Policy in the Department of Marketing, Logistics, and
Transportation at the University of Tennessee. He received his Ph.D. from Michigan State. He has published in theJournal of the Academy of Marketing Science, Journal of Marketing, Journal of Business Logistics International Journal of
Physical Distribution and Logistics Management, Transportation Journal, Columbia Journal of World Business, Industrial Marketing
Management, Research in Marketing, and other journals.
Joseph O. Rentz is associate professor of marketing at the University of Tennessee, Knoxville. He received his Ph.D. from the University
of Georgia. His research interests include cohort analysis, measurement issues in marketing, generalizability studies, and
itnerfunctional effectiveness. He has published articles in theJournal of the Academy of Marketing Science, Journal of Marketing, andJournal of Marketing Research among others. 相似文献
6.
The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value 总被引:2,自引:0,他引:2
The authors report the results of two experiments designed to test the effects of extrinsic cues—price, brand name, store
name, and country of origin—on consumers’ perceptions of quality, sacrifice, and value. The results of the experiments support
hypothesized linkages between (a) each of the four experimentally manipulated extrinsic cues and perceived quality, (b) price
and perceived sacrifice, (c) perceived quality and perceived value, and (d) perceived sacrifice and perceived value. The results
also indicate that the linkages between the extrinsic cues and perceived value are mediated by perceived quality and sacrifice.
R. Kenneth Teas is a distinguished professor of business in the Department of Marketing, College of Business, Iowa State University. He received
his Ph.D. from the University of Oklahoma. His areas of research include consumer behavior and decision processes, marketing
research methods, services marketing, and sales force management. His articles have been published in numerous journals, including
theJournal of Marketing, theJournal of Marketing Research, theJournal of Consumer Research, theJournal of the Academy of Marketing Science, theAmerican Journal of Agricultural Economics, theJournal of Retailing, theJournal of Personal Selling and Sales Management, theJournal of Occupational Psychology, andIndustrial Marketing Management.
Sanjeev Agarwal is an associate professor in the Department of Marketing, College of Business, Iowa State University. He received his Ph.D.
from The Ohio State University. His areas of research include multinational marketing strategies, modes of foreign market
entry, and sales force management. His articles have been published in theJournal of Consumer Research, theJournal of International Marketing, International Marketing Review, Industrial Marketing Management, theJournal of International Business Studies, theJournal of the Academy of Marketing Science, and theJournal of Personal Selling and Sales Management. 相似文献
7.
Jeffrey B. Schmidt Roger J. Calantone 《Journal of the Academy of Marketing Science》2002,30(2):103-118
Although periodic review is a prominent feature of new product development (NPD) processes, important questions about how
managers make critical continuation/termination decisions in risky NPD projects remain unanswered. The authors test whether
factors unrelated to a new product's forecasted performance cause managers to continue NPD projects into subsequent stages
of development at rapidly accelerating costs. The results show that managers who initiate a project are less likely to perceive
it is failing, are more committed to it, and are more likely to continue funding it than managers who assume leadership after
a project is started. There is also the tendency toward increased commitment for more innovative products compared with less
innovative ones. The results suggest that simply giving managers better information will not necessarily lead to better decisions.
Finally, the results show that escalation of commitment is a more serious problem during NPD than after the product is commercialized.
If at first you don't succeed, try, try again. Then quit. No use being a damn fool about it. W. C. Fields
Jeffrey B. Schmidt is an assistant professor of marketing at the University of Illinois at Urbana-Champaign. He received his Ph.D. from Michigan
State University. His primary research interests are new product development and product strategy, particularly managerial
decision making during product development. Some of his other work appears inDecision Sciences, theJournal of International Marketing, theJournal of Product Innovation Management, theJournal of the Academy of Marketing Science, Marketing Science, and others, as well as various conference proceedings. This article is based on his dissertation.
Roger J. Calantone is the Eli Broad Chaired University Professor of Marketing and Product Innovation, Eli Broad Graduate School of Business,
Michigan State University. He received his Ph.D. from the University of Massachusetts-Amherst and has published numerous articles
in theJournal of the Academy of Marketing Science, Decision Sciences, theJournal of Applied Psychology, theJournal of Marketing, theJournal of Marketing Research, Management Science, andMarketing Science. His current interests are new product development and normative market segmentation. 相似文献
8.
Fang Eric Palmatier Robert W. Evans Kenneth R. 《Journal of the Academy of Marketing Science》2004,32(2):188-202
This article proposes a model of the impact of goal difficulty and goal specificity on selling behaviors (selling effort,
adaptive selling, and sales planning) and hence sales and behavior performance. The model suggests that goal-setting factors
may have opposing effects on different sales behaviors. The empirical findings suggest that goal difficulty positively influences
selling effort while negatively influencing adaptive selling behaviors. The results show that goal difficulty and goal specificity
both have opposite effects on the two dimensions of working smart: adaptive selling and sales planning. The findings support
the need for sales managers to account for the cultural context of the salesperson when determining optimal goal-setting strategies.
With data collected from salespeople in the United States and China, the cross-cultural differences regarding the effects
of goal-setting factors are also proposed and empirically supported.
Eric Fang (efe92@mizzou.edu) is an assistant professor of marketing at Seattle University. His current research interests are in the
areas of relationship marketing in business-to-business context, markting strategy, and international marketing. He has articles
published and accepted at theJournal of Business Research, theJournal of International Marketing, andAdvances in International Marketing.
Robert W. Palmatier (rpalmatier@missouri.edu) is a doctoral candidate in marketing at the University of Missouri, Columbia. He received his bachelor’s
and master’s degrees in electrical engineering from the Georgia Institute of Technology and an MBA from Georgia State University.
He has 15 years of professional work exprience, including various sales and marketing and senior executive positions in the
United States and Europe. His current research interests are in relationship marketing and value-creation strategies focused
in a business-to-business and channels context.
Kenneth R. Evans (evansk@missouri.edu), Ph.D., is a professor of marketing and associate dean of graduate studies in the College of Business
at the University of Missouri, Columbia. He holds the Pinkney C. Walker Professorship in Teaching Excellence. His research
interests are in the areas of marketing management, sales/sales management, marketing theory, and services marketing. He has
published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Personal Selling and Sales Management, theJournal of Business Research, and theJournal of Advertising, to name but a few. In addition, he has a number of articles that have been published in proceedings and presented at national
conferences. He is either a member of the editorial review boards or serves in an ad hoc reviewer capacity for a variety of
journals such as theJournal of Marketing, theJournal of the Academy of Marketing Science, Industrial Marketing Management, theJournal of Retailing, and theJournal of Personal Selling and Sales Management. He currently serves as the associate editor of theJournal of Personal Selling and Sales Management. 相似文献
9.
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
10.
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
11.
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
12.
Alliance orientation: Conceptualization, measurement, and impact on market performance 总被引:3,自引:0,他引:3
Destan Kandemir Attila Yaprak S. Tamer Cavusgil 《Journal of the Academy of Marketing Science》2006,34(3):324-340
Interfirm collaborations have inspired a rich literature in marketing and strategy during the past two decades. Building on
this extant work, the authors developed a new construct, alliance orientation, and explored its influence on firms’ alliance
network performance and market performance. The authors drew on data collected from 182 U.S. firms with extensive experience
informing, developing, and managing strategic alliances in marketing, new product development, distribution, technology, and
manufacturing projects. Using structural equations modeling, the authors demonstrate that alliance orientation significantly
affects alliance network performance, which in turn enhances market performance. The findings also suggest that market turbulence
exerts a significant moderating influence on the relationship between alliance orientation and alliance network performance,
whereas the moderating role of technological turbulence on that relationship does not appear to be significant. The study
provides evidence that firms’ alliance orientations positively affect their performance in strengthening their alliance network
relationships and in managing conflicts with their alliance partners.
Destan Kandemir (kandemir@msn.edu) is a research associate in Center for International Business Education and Research at Michigan State
University. She earned her PhD in marketing and international business from Michigan State University. Her articles have appeared
in theJournal of Business and Industrial Marketing, Industrial Marketing Management, theJournal of International Marketing, and theJournal of Management. Her research interests include firm resources and capabilities, market-oriented knowledge management, and global alliance
management.
Attila Yaprak (attila.yaprak@wayne.edu) is a professor of marketing and international business at Wayne State University. He received his
PhD from Georgia State University. His research interests include cross-national consumer behavior, global marketing strategy,
and international alliances. His research has appeared in theJournal of International Business Studies, theJournal of International Marketing, theJournal of Business Research, andPolitical Psychology, among others.
S. Tamer Cavusgil (cavusgil@msu.edu) is University Distinguished Faculty and the John W. Byington Endowed Chair in Global Marketing in the
Department of Marketing and Supply Chain Management, Eli Broad Graduate School of Management, Michigan State University. 相似文献
13.
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
14.
On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach 总被引:3,自引:0,他引:3
Jane W. Licata John C. Mowen Eric G. Harris Tom J. Brown 《Journal of the Academy of Marketing Science》2003,31(3):256-271
In a series of three studies, a four-level hierarchical model of personality was employed to identify the antecedents and
three validating criteria of a newly developed trait labeledjob resourcefulness (JR). JR is defined as an enduring disposition to garner scarce resources and overcome obstacles in pursuit of job-related
goals. Across three service contexts, JR was shown to predict customer orientation, self-rated performance, and supervisor-rated
performance. The results also revealed that the hierarchical model accounted for more variance in performance ratings than
one version of the 5-Factor Model of personality. Results are discussed in terms of their implications for selecting high-performing
service employees.
Jane W. Licata (jwlicata@sosu.edu) is an associate professor of marketing at Southeastern Oklahoma State University. She has published articles
in theJournal of Public Policy and Marketing, theJournal of Marketing Research, and theJournal of Business Research.
John C. Mowen (jcmmkt@okstate.edu) is Regents Professor and holds the Noble Chair of Marketing Strategy at Oklahoma State University. He
has published articles in numerous journals, including theJournal of the Academy of Marketing Sciences, theJournal of Marketing Research, theJournal of Marketing, Decisions Sciences, theJournal of Applied Psychology, and theJournal of Personality and Social Psychology.
Eric G. Harris (eharris@lklnd.usf.edu) is an assistant professor of marketing at the University of South Florida. He has published articles
inPsychology & Marketing and theJournal of Marketing Management.
Tom J. Brown (tomb@okstate.edu) is an associate professor of marketing at Oklahoma State University. He has published in numerous journals,
including theJournal of Marketing, theJournal of Marketing Research, and theJournal of Consumer Research. 相似文献
15.
Thomas G. Gruca D. Sudharshan K. Ravi Kumar 《Journal of the Academy of Marketing Science》2002,30(1):59-69
A new brand entering a market often finds itself in competition with sibling brands (those owned by the same parent company).
In a case study of a retail coffee market, the authors examine how these brand relationships might influence the sibling and
competitor brands' responses to entry. Using an empirically validated brand-share attraction model, the authors compare the
actual responses to entry with the optimal responses under different incumbent objectives. The authors find that the responses
by sibling brand are more accommodating than those of unrelated brands whose responses are consistent with the preservation
of preentry levels of sales.
Thomas S. Gruca (Ph.D., University of Illinois) is a Lloyd J. and Thelma W. Palmer Research Fellow and an associate professor of marketing
in the Tippie College of Business at the University of Iowa. His research on defensive marketing strategy has appeared in
the International Journal of Research in Marketing, the Journal of Marketing, the Journal of Marketing Research, Marketing Management, and Marketing Science. His research on health care has appeared in Contemporary Accounting Research, Health Care Management Science, and Strategic Management Journal. He is currently working on electronic prediction markets and modeling hospital network formation. He is a member of the
editorial board of Marketing Letters and a reviewer for a number of management science journals.
D. Sudharshan (Ph.D., University of Pittsburgh) is a professor of business administration in the College of Commerce and Business Administration
at the University of Illinois at Urbana-Champaign. His research interests lie in the areas of marketing strategy, new product
and service development, and marketing technology management. He serves on the editorial boards of the Journal of Marketing and the Journal of the Academy of Marketing Science. His articles have appeared in various journals including Marketing Science, Management Science, the Journal of Marketing, the Journal of Marketing Research, the Strategic Management Journal, the European Journal of Operational Research, the Journal of Service Research, and the Journal of Market Focused Management.
K. Ravi Kumar (Ph.D., Northwestern University) is a professor in the Department of Information and Operations Management, Marshall School
of Business, at the University of Southern California. His current research interests include the embedding of information
systems within global physical operation and the development of sustainable information technology industries in developing
countries. He is the author or coauthor of articles appearing in Management Science, Marketing Science, the Journal of Economic Theory, Production and Operations Management, and the Journal of Operations Management. He serves on the advisory boards of Production and Operations Management and Technology and Operations Review. 相似文献
16.
“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
17.
18.
Recent studies on marketing and the natural environment have called for research that links environmental marketing strategies
to the performance of the firm. This research operationalizes the enviropreneurial marketing (EM) construct and examines its
relationship with firm performance. It is the first empirical research to operationalize the EM construct. The new scale,
albeit a first attempt, demonstrates encouraging psychometric properties. According to the resource-based view of the firm,
a resource such as EM should directly influence firms’ capabilities (e.g., new product development success) but not competitive
advantage (e.g., change in market share). A nationwide study of top-level marketing managers supports this perspective. In
addition, although market turbulence also affects new product development success, it does not have an impact on EM. This
suggests that EM formation is driven by internal rather than external forces.
William E. Baker (william.baker@sdsu.edu) is an associate professor of marketing at San Diego State University. His research interests lie
primarily in advertising effectiveness, new product success, organizational learning, and market orientation. He has published
in leading scholarly journals including theJournal of the Academy of Marketing Science, theJournal of Product and Innovation Management, theJournal of Consumer Psychology, theJournal of Advertising, Psychology & Marketing, and theJournal of Market Focused Management. He has also served as the head of research in a major communications firm and is actively involved in consulting.
James M. Sinkula (james.sinkula@uvm.edu) is John L. Beckley Professor of Marketing in the School of Business Administration at the University
of Vermont. His research interests lie primarily in the areas of organizational learning, market orientation, product innovation,
environmental marketing strategy, and organizational performance. He has published in the leading scholarly journals, including
theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Product and Innovation Management, theJournal of Business Research, theJournal of Advertising Research, theJournal of Market Focused Management, theJournal of Business and Industrial Marketing, theJournal of International Marketing, and others. 相似文献
19.
Contractual governance,relational governance,and the performance of interfirm service exchanges: The influence of boundary-spanner closeness 总被引:5,自引:0,他引:5
Ronald J. Ferguson Michèle Paulin Jasmin Bergeron 《Journal of the Academy of Marketing Science》2005,33(2):217-234
Academics and managers are confronted with reconciling the social and economic aspects of business-to-business exchanges.
In a service context, the authors investigate the relative importance of contractual and relational governance on exchange
performance and the influence of the boundary spanner on the implementation of these governance mechanisms and on exchange
performance. They test a model of the governance of commercial banking exchanges using interview data with both parties to
the exchange (the account manager as the bank’s boundary spanner and the business client). Relational governance is the predominant
governance mechanism associated with exchange performance. Contractual governance is also positively associated to exchange
performance, but to a much lesser extent. The closeness of the account manager to the client company in terms of information
gathering is also positively associated to exchange performance. However, this is mediated through both contractual and relational
governance mechanisms with relational governance being the stronger mechanism.
Ronald J. Ferguson (rferguson@jmsb.concordia.ca) is an associate professor of management and director of the John Molson MBA at Concordia University
(Montreal, Canada). He received his Ph.D. from the University of Michigan. During 25 years of research and management in the
health field, he published inCirculation, theAmerican Journal of Cardiology, and theAmerican Journal of Physiology. In recent years he has published in theEuropean Journal of Marketing, theInternational Journal of Service Industry Management, Managing Service Quality, and theInternational Journal of Bank Marketing. His current research interests focus on international studies of the effectiveness of relationship marketing and management
in the fields of health care, emerging biotechnology clusters, and commercial banking. He was coorganizer of the 2001 International
Colloquium in Relationship Marketing.
Michèle Paulin (mpaulin@jmsb.concordia.ca) is an associate professor in the John Molson School of Business at Concordia University. She
has a law degree from Sherbrooke University, an MBA from Concordia University, and a Ph.D. in marketing from the University
of Quebec at Montreal. Her research focuses on business-to-business relationships; service marketing; and service management
in the areas of commercial banking, health services, hospitality, and biotechnology industries in Canada, USA, Mexico, and
Europe. She has made presentations at major conferences such as the American Marketing Association, the Industrial Marketing
Purchasing group, the European Marketing Association Conferences, and the European Academy of Management. She was coorganizer
of the 2001 International Colloquium in Relationship Marketing. Her research has appeared in theEuropean Journal of Marketing, Managing Service Quality, theInternational Journal of Service Industry Management, and theInternational Journal of Bank Marketing.
Jasmin Bergeron (bergeron.jasmin@uqam.ca) is an associate professor of marketing at the University of Quebec at Montreal. He authored or
coauthored four marketing books, 20 case studies, and more than 10 articles in academic journals such as theJournal of Service Research and theJournal of Services Marketing. His research interests are in the areas of services marketing, relationship banking, and research methodology. He also serves
as a marketing consultant in professional selling, service quality, and bank marketing. 相似文献
20.
This study proposes an integrated framework explaining loyalty responses in high-involvement, high-service luxury product
markets. The model is rooted in the traditional (attribute satisfaction)-(overall satisfaction)-(loyalty) chain but explicitly
incorporates facility versus interactive service quality, trust, specific asset investment (SAI), and product-market expertise.
The authors focus on disentangling the direct versus indirect effects of model constructs on attitudinal versus behavioral
loyalty responses. The results support the traditional chain but also show loyalty can be increased by building a trustworthy
image and creating exchange-specific assets. The authors found that overall satisfaction is the precursor both to loyalty
and to building SAI. Finally, consumers have different costs in reducing adverse selection problems with information, and
thus the negative effect of product-market expertise on behavioral loyalty needs to be controlled if the direct versus indirect
effects of model constructs on loyalty are to be disentangled.
Jyh-Shen Chiou (jschiou@nccu.edu.tw) (PhD in marketing, Michigan State University) is a professor of marketing in the Department of International
Business at National Chengchi University, Taipei. His research interests include satisfaction and loyalty, strategic marketing,
and international marketing. His work has been published in theJournal of Service Research, Psychology & Marketing, theEuropean Journal of Marketing, theJournal of Interactive Marketing, Information & Management, theJournal of Social Psychology, theJournal of Business Logistics, Advances in Consumer Research, and other scholarly journals. He has taught courses in marketing research, strategic marketing, and global marketing.
Cornelia Droge (droge@msu.edu) is a professor of marketing in the Department of Marketing and Supply Chain Management, the Eli Broad Graduate
School of Management, at Michigan State University. Her research interests focus on satisfaction/ loyalty and strategic marketing
(especially areas related to the interface of marketing with logistics, supply chain, and operations). Her work has appeared
inManagement Science, theStrategic Management Journal, theJournal of Marketing Research, theJournal of Business Logistics, theJournal of Operations Management, theJournal of Product Innovation Management, and other scholarly journals. She is also coauthor of three books. 相似文献