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1.
Psychological climate, empowerment, leadership style, and customer-oriented selling: An analysis of the sales manager-salesperson dyad 总被引:2,自引:0,他引:2
This study examined antecedents and performancerelated consequences of customer-oriented selling. The antecedents include
sales managers’ leadership styles, psychological empowerment, and the psychological climates of organizations. Data were gathered
on two separate performance outcome measures. Responses from 106 sales managers and 313 sales representatives were analyzed.
The results indicate that transformational leadership, empowerment, and specific components of the psychological climate are
important predictors of customer-oriented selling.
Craig A. Martin (craig.martin@wku.edu), PhD, is an assistant professor of marketing in the Department of Marketing at Western Kentucky University.
He received his PhD from the University of Memphis. He specializes in sales and sales management, the consumer socialization
of adolescents, sports marketing, and advertising to adolescents. He has had research accepted for publication in theJournal of Advertising, theJournal of Advertising Research, theJournal of Consumer Marketing, theJournal of Business and Industrial Marketing, theJournal of Marketing Theory and Practice, theMarketing Management Journal, theInternational Journal of Retail and Distribution Management, theInternational Journal of Internet Marketing and Advertising, and multiple national and regional conferences.
Alan J. Bush (alanbush@memphis.edu), PhD, is a professor of marketing in the Department of Marketing and Supply Chain Management at the
University of Memphis. He received his Ph.D. from Louisiana State University. His current research interests are primarily
sales force research and sports marketing. His research has appeared in theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Business Research, theJournal of Retailing, theJournal of Advertising, theJournal of Advertising Research, theJournal of Personal Selling and Sales Management, and others. 相似文献
2.
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
3.
This research investigates the role of involvement and need for cognition in influencing contingency awareness in attitude
formation. Two experiments examine the nature of favorable attitudes formulated through established classical conditioning
procedures. The results of Experiment 1 indicate that awareness influences attitudes toward a conditioned stimulus, particularly
under conditions of high involvement and high need for cognition. Experiment 2 suggests that contingency awareness mediates
the relationship between inferential belief formation and attitudes and that this effect is stronger under high involvement
and high need for cognition. Implications for understanding the role of classical conditioning procedures in advertising are
discussed.
Randi Priluck (Rpriluck@pace.edu) is an associate professor of marketing at Pace University in New York. She received her Ph.D. from Drexel
University in 1995. Her research areas of interest include classical conditioning and its advertising implications, cobranding
strategies, and relationship marketing. She has written articles for theJournal of Advertising, theJournal of Current Issues and Research in Advertising, theJournal of Product & Brand Management, Psychology & Marketing, theJournal of Consumer Marketing, theJournal of Marketing Management, theJournal of Marketing Practice: Applied Marketing Science, theInternational Journal of Consumer Marketing, theInternational Journal of Retail & Distribution Management, theJournal of Marketing Education, and theJournal of Services Marketing.
Brian D. Till (Tillbd@slu.edu) is an associate professor and chair of marketing at Saint Louis University. He received his Ph.D. from the
University of South Carolina in 1993. His research areas of interest include classical conditioning, cobranding strategies,
and the use of celebrity endorsers in advertising. He has published in theJournal of Marketing Research, theJournal of Advertising, theJournal of Current Issues and Research in Advertising, Psychology & Marketing, theJournal of Product and Brand Management, and theJournal of Consumer Marketing. 相似文献
4.
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
5.
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
6.
Jule B. Gassenheimer Franklin S. Houston J. Charlene Davis 《Journal of the Academy of Marketing Science》1998,26(4):322-337
Although previous research provides a foundation for developing, maintaining, and exiting relationships, the extant literature
has yet to consider the influence that patterns of economic and social forces have in guiding the future of deteriorating
relationships. To understand better and respond to relationships in decline and to salvage relationships that are destined
to fail needlessly, the authors use the political economic paradigm to identify symptoms of deteriorating relationships and
provide a framework for combining relational forces that best guides relationship retention decisions. They propose a model
based on the theoretical foundations of transactional cost analysis (TCA), social exchange, and distributive justice. Using
relative dependence, interdependence, and mutual dependence to define the economic and social worth of the relationship, they
incorporate dyadic patterns of behavior to illustrate similar and different interpretations and evaluations of fairness and
the impact on relational out-comes. The article culminates with managerial implications and directions for future research.
Jule B. Gassenheimer is an associate professor of marketing at the University of Kentucky. She received her Ph.D. from the University of Alabama.
Her research interests include long-term buyer-seller relationships and channel strategy. Her previous work has appeared in
a number of journals, which include theJournal of Marketing, theJournal of Retailing, theJournal of the Academy of Marketing Science, theJournal of Business Research, and theJournal of Personal Selling and Sales Management. She has also coauthored the bookMarketing Exchange Transactions and Relationships.
Franklin S. Houston is on faculty at Rutgers University in Camden, New Jersey. He received his Ph.D. from Purdue University’s Krannert School.
His work has appeared in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, Decision Sciences, theJournal of Advertising, theJournal of Business (Chicago), theJournal of Business Administration, theJournal of Retailing, theJournal of Macromarketing, and theJournal of Advertising Research. In addition, he has coauthored the bookMarketing Exchange Transactions and Relationships and edited the bookMarketing Exchange Relationships, Transactions, and Their Media.
J. Charlene Davis is on the faculty at Trinity University and is a doctoral candidate at the University of Kentucky. Her research interests
include brand equity, services marketing, marketing theory, and buyer-seller relationships. Her previous work has appeared
in theJournal of Retailing, theJournal of Marketing Theory and Practice, Advances in Consumer Research, theAssociation of Marketing Theory and Practice Conference Proceedings, and theAcademy of Marketing Science Multicultural Conference Proceedings. 相似文献
7.
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
8.
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
9.
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
10.
Generating new product ideas: An initial investigation of the role of market information and organizational characteristics 总被引:2,自引:0,他引:2
Lisa C. Troy David M. Szymanski P. Rajan Varadarajan 《Journal of the Academy of Marketing Science》2001,29(1):89-101
Although product innovation is widely recognized as crucial to the success of organizations, the literature still contains
certain gaps that limit our understanding of successful product innovation. These gaps include a lack of research employing
a decompositional approach (i,e., analysis of the drivers at each stage of the process) to studying product innovation and
a related lack of research investigating the effect of organizational characteristics on specific stages of the product innovation
process. The authors attempt to close these gaps by developing and testing a model examining the moderating effects of organizational
characteristics on the relationship between the amount of market information gathered and the number of new product ideas
generated by work groups in organizations. The study findings provide insights into the types of organizational structure
and climate characteristics that can have an impact on the relationship between amount of market information and new product
idea generation.
Lisa C. Troy is an assistant professor of marketing at Utah State University. She earned her Ph.D. from Texas A&M University. Her research
interests include product innovation management, environmental marketing, and international marketing management. Her work
has appeared in theJournal of the Academy of Marketing Science and theJournal of Marketing.
David M. Szymanski is the Al and Marion Withers Research Fellow and Director, Center for Retailing Studies in the Lowry Mays College and Graduate
School of Business at Texas A&M University. His research interests are in the areas of applied meta-analysis, marketing strategy,
personal selling and sales management, product innovation, and retail strategy. Representative research has appeared in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Personal Selling and Sales Management, and theJournal of Retailing.
P. Rajan Varadarajan is a professor of marketing and the Jenna and Calvin R. Guest professor of business administration at Texas A&M University.
His research interests are in the areas of corporate, business, and marketing strategy. His research has been published in
theJournal of Marketing, theJournal of the Academy of Marketing Science, theAcademy of Management Journal, theStrategic Management Journal, Sloan Management Review, California Management Review, Business Horizons, and other journals. 相似文献
11.
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
12.
Kevin P. Gwinner Dwayne D. Gremler Mary Jo Bitner 《Journal of the Academy of Marketing Science》1998,26(2):101-114
This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service
firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit
types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important
than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses
segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management
implications for relational strategies and future research implications of the findings are discussed.
Kevin P. Gwinner is an assistant professor of marketing in the School of Business at East Carolina University, North Carolina. His primary
research interest centers on improving and managing the performance of frontline, customer-contact employees. His research
has been published in theInternational Journal of Service Industry Management, International Marketing Review, and theJournal of Marketing Education.
Dwayne D. Gremler is an assistant professor of marketing in the College of Business and Economics at the University of Idaho. His current research
interests are in services marketing, particularly customer loyalty and retention, relationship marketing, service encounters,
and word-of-mouth communication. His work has been published in theInternational Journal of Service Industry Management, theJournal of Professional Services Marketing, andAdvances in Services Marketing and Management.
Mary Jo Bitner is a professor of marketing and the research director for the Center for Services Marketing and Management at Arizona State
University. Her research focuses on customer evaluations of service, service quality, and service delivery issues. She has
published in theJournal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Retailing, and theInternational Journal of Service Industry Management. She is coauthor of the textServices Marketing (McGraw-Hill, 1996). 相似文献
13.
This article introduces the special issue of theJournal of the Academy of Marketing Science on the marketing/finance interface. In addition to previewing the nine subsequent articles in the special issue, it surveys
early research on, suggests the scholarly foundations of, and recommends future directions for this boundary-spanning research
domain.
Michael R. Hyman (mhyman@nmsu.edu) (B.S., University of Maryland; M.S.M. and Ph.D., Purdue University) is Wells Fargo Professor of Marketing
at New Mexico State University (http://cbae.nmsu.edu/~mktgwww/hyman). He serves on seven editorial review boards, including
theJournal of the Academy of Marketing Science and theJournal of Advertising. His scholarly work has appeared in journals such as theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Advertising, the Journal of Business Research, theJournal of Personal Selling and Sales Management, theInternational Journal of Advertising, theJournal of Current Issues and Research in Advertising, theJournal of Marketing Theory and Practice, Business Horizons, theJournal of Business Ethics, andMarketing Education Review. His research interests include the effect of advertising on consumers, marketing ethics, marketing theory, and knowledge
acquisition in academia.
Ike Mathur (imathur@cba.siu.edu) is a professor of finance at Southern Illinois University. He has served as interim dean for the College
of Business, chair of the Department of Finance, and director of Doctoral Programs, all at Southern Illinois University. He
is the author or coauthor of more than 100 articles and 14 books. He has published in theJournal of Financial and Quantitative Analysis, theJournal of Banking and Finance, theJournal of International Money and Finance, theJournal of Futures Markets, Economic Letters, theJournal of International Business Studies, theJournal of Business Research, theJournal of Business, theJournal of Advertising, theJournal of Advertising Research, and theJournal of Macromarketing. Two of his recent books areEuropean Equity Markets and Corporate Financial Decisions andWealth Creation in Eastern Europe. He serves on the editorial board of a number of journals and is the editor of theJournal of International Financial Markets, Institutions & Money and theJournal of Multinational Financial Management. 相似文献
14.
Sangphet Hanvanich K. Sivakumar G. Tomas M. Hult 《Journal of the Academy of Marketing Science》2006,34(4):600-612
Extensive research has documented how firms’ learning orientation and memory are related to organizational performance. The
objective of this study is to examine the moderating role of turbulence on the relationships between firms’ learning orientation
and memory and their organizational performance and innovativeness. The study also provides insight into the differential
relationships of firms’ learning orientation and memory to their performance and innovativeness. Using survey data collected
from 200 supply management professionals, the results suggest that the extent to which learning and memory are associated
with organizational performance is contingent on the level of environmental turbulence. Specifically, under low environmental
turbulence, learning orientation and organizational memory appear to be related to performance and innovativeness; however,
under high environmental turbulence, only learning orientation is a useful predictor.
Sangphet Hanvanich (hanvanich@xavier.edu) is an assistant professor of marketing at Xavier University. She received her PhD from Michigan State
University. She has published in various journals including theJournal of Service Research andStrategic Management Journal. Her primary research interests are in the areas of marketing strategy, marketing alliances, international business, and
international marketing.
K. Sivakumar (k.sivakumar@lehigh.edu) (PhD, Syracuse University) is the Arthur Tauck Professor of International Marketing and Logistics,
chairperson, and a professor of marketing in the Department of Marketing at Lehigh University. Before joining Lehigh in 2001,
he spent 9 years as a faculty member with the University of Illinois at Chicago. His research interests include pricing, global
marketing, and innovation management. His research has been published in theJournal of the Academy of Marketing Science, the Journal of Marketing, theJournal of International Business Studies, Decision Sciences Journal, Marketing Letters, the Journal of Business Research,
the Journal of Interactive Marketing, theJournal of International Marketing, International Marketing Review, theJournal of Product Innovation Management, Pricing Strategy & Practice: An International Journal, Psychology & Marketing, Marketing
Science Institute’s Working Paper Series, and other publications. He has won several awards for his research (including the Donald Lehmann Award) and is on the editorial
review board of several scholarly journals. He has won outstanding reviewer awards from two journals. Home page: www.lehigh
.edu/~kasg.
G. Tomas M. Hult (nhult@msu.edu) is a professor of marketing and supply chain management and director of the Center for International Business
Education and Research at Michigan State University. He serves as executive director of the Academy of International Business.
He is associate editor of theJournal of International Business Studies, Decision Sciences, and theJournal of Operations Management. His research has been published in theJournal of the Academy of Marketing Science, Academy of Management Journal, Strategic Management Journal, theJournal of Marketing, Decision Sciences, theJournal of Operations Management, theJournal of Management, and theJournal of Retailing, among others. 相似文献
15.
16.
In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis
of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further
research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the
quality-value-loyalty chain with the “pyramid model,” which emphasizes the increasing importance of technology-customer, technology-employee,
and technology-company linkages in serving customers. Using this integrated framework as a spring-board, they identify a number
of avenues for additional inquiry pertaining to the three types of linkages.
A. Parasuraman (D.B.A, Indiana University) is a professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.
He teaches and does research in services marketing, service-quality measurement, and the role of technology in marketing to
and serving customers. He has received many distinguished teaching and research awards, including, most recently, the “Career
Contributions to the Services Discipline Award” given by the American Marketing Association's (AMA) SERVSIG. He has written
numerous articles in journals such as theJournal of Marketing, theJournal of Marketing Research, theJournal of Retailing, andSloan Management Review. He is the author of a marketing research text and coauthor of two books on service quality and services marketing. In addition
to being the editor of theJournal of the Academy of Marketing Science (JAMS), he serves on the editorial review boards of five other journals.
Dhruv Grewal (Ph.D., Virginia Tech) is Interim-Chair and a professor of marketing at the University of Miami. He has published more than
40 articles in journals such as theJournal of Marketing, theJournal of Consumer Research, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, and theJournal of Retailing. His research interests focus on retailing, pricing, international marketing, and consumer behavior issues. He currently
serves on the editorial review boards of theJournal of Marketing, theJournal of the Academy of Marketing Science, theJournal of Retailing, and theJournal of Public Policy & Marketing. He has won awards for both his teaching and research. He has coedited a special issue of theJournal of Public Policy & Marketing and of theJournal of Retailing. He was recently elected to the AMA Academic Council—VP Research and Conferences (1999–2001). He is currently writing a book
onMarketing Research (publisher: Houghton Mifflin). 相似文献
17.
Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness 总被引:5,自引:0,他引:5
Drawing on the resource-based view of the firm, this study addresses the dynamic capability-generating capacity of market
orientation on firm performance. Whereas prior literature has examined environmental turbulence as a contextual condition
shaping the market orientation-firm performance relationship, this study takes an internal approach by focusing on existing
stocks of resources within the firm while controlling for environmental conditions. A conceptual model is developed that explains
how market orientation can be transformed into dynamic capability when complemented by transformational (reconfig-urational)
constructs, such as innovativeness. The empirical results support the authors— theory that the effect of market orientation
on firm performance is strengthened when market orientation is bundled together with internal complementary resources, such
as innovativeness. The authors discuss the findings in the context of varying stages of the product life cycle and at different
levels of market development.
Bulent Menguc (menguc@brocku.ca), Ph.D., Marmara University, is currently an associate professor of marketing at Brock University, St.
Catharines, Canada. His areas of research interest include sales force management and internal marketing, strategic orientations,
and cross-cultural research methodology. His research has appeared in theJournal of the Academy of Marketing Science, theJournal of Retailing, theInternational Journal of Research in Marketing, theJournal of Business Research, theJournal of Personal Selling and Sales Management, Industrial Marketing Management, theJournal of Business Ethics, and theEuropean Journal of Marketing, among others.
Seigyoung Auh (sauh@yonsei.ac.kr), Ph.D., University of Michigan, is an assistant professor at Yonsei University, South Korea. His research
interests are the application of the resource-based view to marketing strategy, the role of top management teams on marketing
strategy, and innovation and organizational learning. He has publications in theJournal of the Academy of Marketing Science, theInternational Journal of Research in Marketing, theJournal of Business Research, Industrial Marketing Management, and theJournal of Economic Psychology, among others. 相似文献
18.
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
19.
John B. Ford Michael S. LaTour Tony L. Henthorne 《Journal of the Academy of Marketing Science》1995,23(2):120-131
Following the approach of the classic 1974 marital-role influence study of Davis and Rigaux, the present study focuses on
differences in decision making (i.e., joint, husband dominated, wife dominated) across 24 product categories as a function
of two key factors. These factors are stage of the decision process (i.e., problem recognition, information search, and the
final decision) and culture (People’s Republic of China and the United States). The Jacobson Marital-Role Egalitarianism Scale
is included to further assess individual differences in husband and wife traditionality-modernism. The major findings are
that emphasis on joint, husband-dominated, and wife-dominated decisions vary by stage and by stage-culture interaction. Practical
implications are presented with suggestions for future research.
He graduated from the University of Georgia in 1985 with a Ph.D. in marketing. His research interests include global strategic
market planning and cross-cultural research issues and methodologies. He has published in such journals asJournal of Advertising Research, Industrial Marketing Management, Journal of the Academy of Marketing Science, Columbia Journal
of World Business, International Marketing Review, Journal of Business Strategy, andJournal of Consumer Marketing.
He graduated with honors in 1986 from the University of Mississippi with a Ph.D. in marketing. His research interests include
cross-cultural consumer behavior and emotional responses to advertising stimuli. He has published in such journals asJournal of Advertising, Journal of Advertising Research, Journal of Public Policy and Marketing, Psychology and Marketing,
Journal of Health Care Marketing, andInternational Marketing Review.
He graduated from the University of Mississippi in 1986 with a Ph.D. in marketing. His research interests focus on cross-cultural
consumer behavior. He has published in such journals asJournal of Advertising, Journal of Business Ethics, Journal of Health Care Marketing, Psychology and Marketing, and theInternational Journal of Purchasing and Materials Management. 相似文献
20.
Hyokjin Kwak Anupam Jaju Trina Larsen 《Journal of the Academy of Marketing Science》2006,34(3):367-385
Consumer ethnocentrism is an important concept that is used to understand international marketing phenomena. In this article,
the authors conduct two empirical studies. Using consumer data from the United States, South Korea, and India (three diverse
cultural and economic environments), they explore six hypotheses. In Stage 1, the results suggest that across all three countries,
consumer ethnocentrism provokes negative attitudes toward both foreign advertisements and foreign products. The authors identify
a set of consumer variables (i.e., consumers’ global mind-set) that may mediate consumers’ unfavorable attitudes toward foreign
advertisements and products derived by consumer ethnocentrism. In Stage 2, the authors find that consumer ethnocentrism dampens
consumers’ online consumption activities on a foreign Web site. Finally, the authors find that marketers’ e-mail communications
to foreign consumers mediate consumer ethnocentrism in online environments.
Hyokjin Kwak (hkwak@drexel.edu) is an assistant professor of marketing at Drexel University. His research interests include advertising
effects, consumer communications, and strategic marketing. He has publications in theJournal of Consumer Psychology, theJournal of Advertising Research, theJournal of Current Issues and Research in Advertising, theJournal of Consumer Marketing, and other marketing journals.
Anupam Jaju (ajaju@gmu.edu) is an assistant professor of marketing in the School of Management at George Mason University. His main research
interests are in marketing strategy, marketing-technology interface, and international marketing. His work has been published
in theJournal of International Management, Marketing Theory, andMarketing Education Review.
Trina Larsen Andras (published as Trina Larsen, larsent@ drexel.edu) is a professor and the head of the Marketing Department at Drexel University.
Her research has been published in many of the major professional journals in her field, includingHarvard Business Review, theColumbia Journal of World Business, International Marketing Review, Industrial Marketing Management, Management International
Review, theJournal of Global Marketing, and theJournal of International Marketing, among others. Her research is focused on international marketing, specifically, cross-cultural behavioral and relationship
issues in international marketing management. 相似文献