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1.
Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs 总被引:1,自引:0,他引:1
Simon J. Bell Seigyoung Auh Karen Smalley 《Journal of the Academy of Marketing Science》2005,33(2):169-183
As customer-organization relationships deepen, consumers increase their expertise in the firm’s product line and industry
and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived
switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service
quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise
increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty
as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise,
and perceived switching costs yield additional insight into the change in relative importance of technical and functional
service quality in customers’ decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for
customer relationship management over the relationship life cycle.
Simon J. Bell (s.bell@jims.cam.ac.uk; Ph.D., University of Melbourne) is a university lecturer in marketing at the Judge Institute of Management,
the business school of the University of Cambridge. His research has appeared in theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business Research, Industrial Marketing Management, andMarketing Theory, among others. His.areas of research interest include organizational learning, sales force management and internal marketing,
services and relationship marketing, and corporate social responsibility.
Seigyoung Auh (sauh@brocku.ca; Ph.D., University of Michigan) is an assistant professor of marketing at Brock University, Ontario, Canada.
His research has been published in theJournal of Economic Psychology, theJournal of Business to Business Marketing, theJournal of Services Marketing, theJournal of Marketing Management, Industrial Marketing Management, and others. His research interests are in application of a resource-based view to marketing strategy, top management team
diversity and marketing strategy, customer orientation (customer satisfaction) and loyalty, interface between marketing and
entrepreneurship, and services and relationship marketing.
Karen Smalley (B.Comm. Hons, University of Melbourne) is an honors graduate in marketing at the University of Melbourne. 相似文献
2.
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
3.
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
4.
“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
5.
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
6.
The theoretical underpinnings of customer asset management: A framework and propositions for future research 总被引:16,自引:0,他引:16
Ruth N. Bolton Katherine N. Lemon Peter C. Verhoef 《Journal of the Academy of Marketing Science》2004,32(3):271-292
Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The
purpose of this article is to propose an integrated framework, called CUSAMS (customer asset management of services), that
enables service organizations (1) to make a comprehensive assessment of the value of their customer assets and (2) to understand
the influence of marketing instruments on them. The foundation of the CUSAMS framework is a careful specification of key customer
behaviors that reflect the length, depth, and breadth of the customer-service organization relationship: duration, usage,
and cross-buying. This framework is the starting point for a set of propositions regarding how marketing instruments influence
customer behavior within the relationship, thereby influencing the value of the customer asset. The framework and propositions
provide the impetus for a research agenda that identifies critical issues in customer asset management.
Ruth N. Bolton (ruth.bolton@owen.vanderbilt.edu) is a professor of marketing in the Owen Graduate School of Business at Vanderbilt University.
Her current research is concerned with high-technology services sold to business-to-business customers. Her most recent work
in this area studies how organizations can grow the value of their customer base through customer service and support. Her
earlier published research investigates how organizations’ service and pricing strategies influence customer satisfaction
and loyalty, as well as company revenues and profits. She has published articles in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, theJournal of Service Research, Marketing Letters, Marketing Science, and other journals.
Katherine N. Lemon (katherine.lemon@bc.edu) is an associate professor in the Wallace E. Carroll School of Management at Boston College. Her
current research investigates the antecedents and consequences of customer-firm relationships. In addition, her research examines
relevant metrics for measuring and managing the value of customer relationships. Her earlier published research investigates
how emotional reactions (such as anticipated regret) inflence customer retention decisions. She has published articles in
theJournal of Marketing, theJournal of Marketing Research, theJournal of Service Research, Marketing Science, theJournal of Product Innovation Management, and other journals.
Peter C. Verhoef (verhoef@few.eur.nl) is an assistant professor of marketing in the School of Economics at the Erasmus University in Rotterdam,
the Netherlands. His main research interest is customer asset management. He has also done research on other topics, such
as waiting times, private labels, and out-of-stocks. He has been a visiting professor at the Tuck School of Business Dartmouth
College in fall 2003. He has published a wide variety of articles in journals such as theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, Marketing Letters, theJournal of the Academy of Marketing Science, and theJournal of Consumer Psychology. 相似文献
7.
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
8.
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
9.
Jeffrey E. lewin 《Journal of the Academy of Marketing Science》2001,29(2):151-164
To survive in today’s highly competitive markets, many firms are initiating fundamental changes in organizational form and
practice. These restructuring efforts are having significant effects on the organization and management of work within customer
firms. However, these important changes have been largely ignored in the extant marketing literature. The research presented
in this article first describes a general theory of the effects of organizational downsizing. Then, it examines the potential
effects of downsizing on buying center structure and purchase participant characteristics. Findings support several of the
hypotheses related to the proposed effects of organizational downsizing on the outcome variables of interest.
Jeffrey E. Lewin (Ph.D., Georgia State University) is an assistant professor and Chair, Department of Marketing at Western Carolina University.
His research interests include business-to-business marketing, relationship marketing, personal selling and sales management,
and organizational buying behavior. His work has been published in theJournal of Business Research, theJournal of Business & Industrial Marketing, Advances in Business Marketing and Purchasing, and other publications. He serves on the editorial review boards of theJournal of Business Research and theJournal of Business & Industrial Marketing and is a reviewer for theJournal of Business-to-Business Marketing, theJournal of Personal Selling and Sales Management, andIndustrial Marketing Management. 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.
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
12.
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
13.
Customer response capability in a sense-and-respond era: The role of customer knowledge process 总被引:1,自引:0,他引:1
Jayachandran Satish Hewett Kelly Kaufman Peter 《Journal of the Academy of Marketing Science》2004,32(3):219-233
An organization’s customer response capability, its comptence in satisfying customer needs through effective and quick responses,
is critical for sustained success. In this article, the authors examine how customer knowledge process influences customer
response capability. They highlight two dimensions of customer response capability, customer response expertise and customer
response speed. It is observed that apart from its direct positive association with customer response expertise and speed,
the customer knowledge process also diminishes the positive association between risk propensity and these dimensions of customer
response capability. The influence of customer response expertise and speed on performance is also examined. The hypotheses
are tested using survey data collected from a sample of retailing firms and the findings triangulated using qualitative data
collected through depth interviews with managers. The results highlight the importance of customer knowledge in enhancing
customer response capability.
Satish Jayachandran is with the Department of Marketing at the University of South Carolina. His research interests are in the area of marketing
strategy, specifically market responsiveness of firms and the impact of organizational performance on subsequent managerial
and firm behavior. His research has been published in theJournal of Marketing and theJournal of the Academy of Marketing Science. He was a recipient of the Harold H. Maynard award for 2001 from theJournal of Marketing.
Kelly Hewett is with the Department of Marketing at the University of South Carolina. Her research focuses on the management of relationships
between buyers and sellers, as well as between headquarters and foreign subsidiaries in managing the marketing function globally.
Her research has been published in theJournal of Marketing, theJournal of International Business Studies, theJournal of the Academy of Marketing Science, and theJournal of International Marketing, among others.
Peter Kaufman is with the Department of Marketing at Illinois State University. His research focuses on buyer-seller relationships, retailing,
and distribution issues. He received an Honorable Mention in the Marketing Science Institute’s 2003 Alden G. Clayton Doctoral
Dissertation Proposal Competition. 相似文献
14.
Role stressors and customer-oriented boundary-spanning behaviors in service organizations 总被引:2,自引:0,他引:2
Lance A. Bettencourt Stephen W. Brown 《Journal of the Academy of Marketing Science》2003,31(4):394-408
The authors investigate three types of customer-oriented boundary-spanning behaviors (COBSBs) a frontline service employee
may perform that are associated with linking a service organization to its potential or actual customers: external representation,
internal influence, and service delivery. The authors propose and test a withdrawal model to explain the negative effects
of role conflict and role ambiguity on COBSBs across a sample of 220 lower-level, nonprofessional service providers of a major
retail bank and a sample of 90 higher-level, professional service providers from the business credit division of an international
financial services corporation. The results demonstrate that (1) indirect paths through job satisfaction and organizational
commitment entirely account for the negative effects of the role stressors on COBSBs, (2) the indirect negative effects of
the role stressors are stronger on external representation and internal influence behaviors, and (3) role conflict also has
a significant positive direct relationship with internal influence behaviors.
Lance A. Bettencourt (lbettenc@indiana.edu) (Ph.D., Arizona State University) is an assistant professor of marketing in the Kelley School of Business
at Indiana University. His research has appeared in a variety of journals, including theJournal of Applied Psychology, theJournal of Retailing, California Management Review, theJournal of Consumer Research, Marketing Letters, andPsychology & Marketing. His areas of research interest include service quality implementation, organizational citizenship behaviors, and customer
contributions to service delivery effectiveness.
Stephen W. Brown (stephen.brown@asu.edu) (Ph.D., Arizona State University) holds the Edward M. Carson Chair in Services Marketing, is professor
of marketing, and director of the Center for Services Leadership, W. P. Carey School of Business, at Arizona State University.
His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Applied Psychology, Sloan Management Review, andCalifornia Management Review. His areas of research interest include service delivery and recovery, strategic service relationship management, service
quality and loyalty, and growing services revenue in product-based businesses. He is the former president of the American
Marketing Association and coauthor or coeditor of 20 books on marketing and related topics. 相似文献
15.
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
16.
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
17.
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
18.
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
19.
John W. Cadogan Sanna Sundqvist Risto T. Salminen Kaisu Puumalainen 《Journal of the Academy of Marketing Science》2005,33(4):520-535
Firms with export operations have internal environments that are often geared toward serving the home market. As a result,
export marketing and other business functions compete for resources, which thus increases the likelihood of conflict between
them. Using survey responses from more than 700 exporting firms, the authors test a model of the antecedents and consequences
of two important interaction variables: exporting’s interfunctional connectedness and conflict. The model explains 52 percent
and 49 percent of variance in exporting connectedness and conflict, respectively. The authors identify the key drivers of
successful interactions as follows: management commitment, organizational training and reward systems, relative functional
identification, centralization, and export employee job satisfaction and commitment. The authors also demonstrate that connectedness
is most critical for export success when export markets are in a state of turbulence, whereas conflict is most detrimental
when the firm’s export environment is stable.
John W. Cadogan (j.w.cadogan@lboro.ac.uk), Ph.D., is a professor of marketing in the Business School at Loughborough University, United Kingdom.
His primary areas of research interest are international marketing, marketing strategy, and sales management. He has published
on these issues in theJournal of International Business Studies, theInternational Journal of Research in Marketing, theJournal of Business Research, Industrial Marketing Management, theEuropean Journal of Marketing, theInternational Marketing Review, theJournal of Marketing Management, theJournal of Strategic Marketing, and other academic journals. He received his degree from the University of Wales (United Kingdom).
Sanna Sundqvist (sanna.sundqvist@lut.fi), Ph.D., is a professor in international marketing in the Department of Business Administration at
the Lappeenranta University of Technology (Finland). Her research interests deal with the international diffusion of innovations,
market orientation (especially in an international context), and consumers’ adoption behavior. She has published in theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, theCanadian Journal of Administrative Sciences, and theAustralasian Marketing Journal. She received her degree from the Lappeenranta University of Technology, Finland.
Risto T. Saiminen (risto.salminen@lut.fi), Ph.D., is a professor of industrial engineering and management, especially marketing, in the Department
of Industrial Engineering and Management at Lappeenranta University of Technology, Finland. His primary areas of research
interest are customer relationships and networks in business marketing, pedagogy in industrial engineering and management,
and international marketing. He has published on these issues in theJournal of Business and Industrial Marketing, theJournal of Marketing Management, theEuropean Journal of Engineering Education, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, and theAustralasian Marketing Journal. He received his degree from Lappeenranta University of Technology, Finland.
Kaisu Puumalainen (kaisu.puumalainen@lut.fi), Ph.D., is a professor in technology research in the Department of Business Administration at
Lappeenranta University of Technology, Finland. Her primary areas of research interest are innovation, international marketing,
and small businesses. She has published on these issues in theInternational Journal of Research in Marketing, theJournal of Business Research, theEuropean Journal of Marketing, R&D Management, theCanadian Journal of Administrative Sciences, theJournal of International Entrepreneurship, theAustralasian Marketing Journal, and theInternational Journal of Production Economics. She received her degree from the Lappeenranta University of Technology, Finland. 相似文献
20.
Corporate citizenship: Cultural antecedents and business benefits 总被引:17,自引:0,他引:17
Isabelle Maignan O. C. Ferrell G. Tomas M. Hult 《Journal of the Academy of Marketing Science》1999,27(4):455-469
The article explores the nature of corporate citizenship and its relevance for marketing practitioners and academic researchers.
Specifically, a conceptualization and operationalization of corporate citizenship are first proposed. Then, an empirical investigation
conducted in two independent samples examines whether components of an organization’s culture affect the level of commitment
to corporate citizenship and whether corporate citizenship is conducive to business benefits. Survey results suggest that
market-oriented cultures as well as humanistic cultures lead to proactive corporate citizenship, which in turn is associated
with improved levels of employee commitment, customer loyalty, and business performance. The results point to corporate citizenship
as a potentially fruitful business practice both in terms of internal and external marketing.
Isabelle Maignan is an assistant professor of marketing and international business at the University of Groningen, The Netherlands. Her research
interests focus on business ethics, corporate social responsibility, and international marketing. Her work has appeared in
theJournal of Advertising, Journal of Business Research, and theJournal of Business Ethics, as well as other journals and conference proceedings.
O. C. Ferrell is a professor of marketing at Colorado State University. He is the coauthor of 16 books and 60 articles. His work has appeared
in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, Journal of Business Research, and theJournal of Public Policy and Marketing, as well as other journals and proceedings.
G. Tomas M. Hult is the director of international business and an associate professor of marketing and international business at Florida State
University. His research interests focus on marketing strategy, international marketing, and methodological issues in marketing.
Dr. Hult’s work has appeared in theJournal of Marketing, Decision Sciences, Journal of Business Research, Journal of International Marketing, andInternational Marketing Review, as well as other journals and proceedings. 相似文献