Multisource effects on the satisfaction formation process

Customer satisfaction research is integrated with research on higher education in developing a model of alumni satisfaction with college education. The model proposes that alumni satisfaction with higher education is a function of two performance and disconfirmation attributes: intellectual environment and employment preparation. The model was tested among 475 alumni of a major Eastern undergraduate business school and demonstrates the advantage of modeling the disconfirmation paradigm with multiple sources of satisfaction. She holds a Ph.D. in marketing from Michigan State University. Her work has appeared in theJournal of the Academy of Marketing Science, International Journal of Research in Marketing, Journal of Services Marketing, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, and proceedings of the American Marketing Association and the Association for Consumer Research. She was formerly an account executive at Needham Harper Worldwide and Director of Marketing at Maxwell Advertising. Her research interests include consumer satisfaction, complaining behavior, and advertising management. He received his Ph.D. in marketing from Michigan State University. His work has appeared in theJournal of Advertising, Journal of Retail Banking, Journal of Services Marketing, and theHaring Symposium Proceedings. He has held several positions in the banking industry, most recently as Group Vice President at Michigan National Bank in Grand Rapids. His research interests include services marketing, consumer satisfaction, and direct marketing. She received her Ph.D. in marketing from the University of Cincinnati. Her work has appeared in theJournal of Retailing, Industrial Marketing Management, Journal of Marketing Education, and other marketing-related publications. Her research interests include not-for-profit organizations, consumer satisfaction, and services marketing.     

The role of expectations in the determination of consumer satisfaction

The purpose of this paper is to explore the three determinants of consumer satisfaction, i.e. Predictive Expectations, Normative Expectations and Comparative Expectations. This study applied the confirmation of expectations paradigm to each of the types of expectations. The efficacy of the paradigm in the prediction of consumer satisfaction is examined. Comparative analyses of the three types of expectations show that normative expectations and their confirmation are the best predictors of satisfaction. Suggestions for further research on measurement and conceptual development of consumer satisfaction are also offered.     

The role of customer service in determining customer satisfaction

Most consumer satisfaction/dissatisfaction research is focussed either on identifying product classes and personal/usage characteristics associated with dissatisfaction, or is focussed on modelling the psychological processes underlying the phenomenon. Most retailers, on the other hand, focus only on handling customer complaints. This paper focuses on retailer controllable sources of customer dissatisfaction. Findings from a large scale Canadian survey of 982 cases of recent automobile buyers show that while there are some differences in the determinants of consumer satisfaction among four different car models, it is the dealer-related factors that exert the greatest effects. Specific implications are highlighted for the retailer’s attention and possible retail responses are discussed.     

The role of consumers in the public policy process

This paper describes the current role of consumers in the development of public policy and supports the need for more consumer inputs in the public policy process. The concept of balance among various interacting publics is viewed as a framework for understanding public policy formation and improving the representation of the consuming public in this process. In a pluralistic political system, relevant publics should be heard. Government should restructure itself to obtain more consumer inputs and marketing public policy decisions should be based on social, technological, as well as market structure considerations.     

Extending the competitive marketing strategy paradigm: The role of strategic reference points theory

The purpose of this article is to extend and integrate the new strategic reference points theory (SRP), developed in the strategic management area, into the discipline of strategic marketing management. The major new tenets of the theory are the inclusion of cognitive, organizational processes and benchmarking simultaneously. First, the authors describe the impact of the marketing SRP on marketing strategic choice behavior captured in the tradeoff between risk and return (risk avert vs. risk lover) as was proposed by prospect theory. Then, they explore the performance consequences of integrating the newly formed stages while considering organizational process and implementation issues of reference points such as content, configuration, consensus, and change. Aviv Shoham is a senior lecturer of marketing at the William Davidson Faculty of Industrial Engineering and Management, Technion-Israel Institute of Technology, Technion City, Haifa. Avi Fiegenbaum is an associate professor of management at the William Davidson Faculty of Industrial Engineering and Management, Technion-Israel Institute of Technology, Technion City, Haifa.     

物流管理在经济发展过程中的作用

物流是指物品从供应地向接收地的实体流动过程.作为一门学科受到人们的普遍关注是在1973年石油危机之后,许多企业因致力于物流方面采取强有力措施,控制物流费用的增长,从而在稳定经济、防止危机扩大等方面取得了丰硕的成果,从此,节约费用就是创造利润的观念成为人们的共识,物流也就成为企业的第三利润源.     

物流管理在经济发展过程中的作用

物流是指物品从供应地向接收地的实体流动过程。作为一门学科受到人们的普遍关注是在1973年石油危机之后,许多企业因致力于物流方面采取强有力措施,控制物流费用的增长,从而在稳定经济、防止危机扩大等方面取得了丰硕的成果,从此,节约费用就是创造利润的观念成为人们的共识,物流也就成为企业的第三利润源。     

The role of affect in attitude formation: A classical conditioning approach

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.     

The role of satisfaction with territory design on the motivation, attitudes, and work outcomes of salespeople

The primary emphasis of previous research concerning salespeople has been focused on their attitudes and behavior. The relationship between organizational variables and salesperson attitudes and behavior has received very limited attention. Sales territory design is largely uncontrollable by the salesperson, yet is acknowledged by managers and researchers as an important factor enabling salespeople to perform well. The objective is to examine satisfaction with territory design from the perspective of the salesperson. A conceptual model and hypotheses are developed linking the satisfaction with territory design with role ambiguity, intrinsic motivation, job satisfaction, and performance. Role conflict, met expectations, organizational commitment, and intention to leave are also included in the model. Survey results provide strong support for 19 of the 21 hypotheses examined. The findings offer significant insights concerning the role of territory design satisfaction in face-to-face selling and its consequences. Several managerial implications and avenues for future research are discussed. Ken Grant is the deputy head in the Department of Marketing, Monash University, Melbourne, Australia. He is a member of the editorial boards of theEuropean Journal of Marketing and theJournal of Marketing Practice: Applied Marketing Science. He has published in theInternational Journal of Research in Marketing, European Journal of Marketing, Industrial Marketing Management, and several other journals. He advises companies on marketing planning, new products, and sales management and conducts research and publishes in these areas. David W. Cravens holds the Eunice and James L. West Chair of American Enterprise Studies at Texas Christian University. His research on sales management and marketing strategy has been published in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and other leading journals in marketing and management. Before becoming an educator, he held various industry and government executive positions. He is internationally recognized for his research on marketing strategy and sales management. He has been a visiting scholar at universities in Austria, Australia, Chile, Czech Republic, England, Ireland, Germany, Mexico, the Netherlands, New Zealand, Singapore, and Wales. His textbook,Strategic Marketing (Irwin/McGraw-Hill 2000), is widely used in strategy and management courses. George S. Low is an associate professor of marketing in the M. J. Neeley School of Business, Texas Christian University. He received a B.A. in advertising from Brigham Young University, an M.B.A. from the Richard Ivey School of Business at the University of Western Ontario, and a Ph.D. in marketing from the University of Colorado-Boulder. His research on the management of integrated marketing communications and brands has been published in theJournal of Marketing Research, Journal of Retailing, Journal of Advertising Research, Marketing Management, Marketing Science Institute’s Working Paper Series, and other journals. William C. Moncrief is a senior associate dean and professor of marketing at Texas Christian University in Fort Worth, Texas. He received his B.Sc. in political science and his M.B.A. from the University of Mississippi. He completed his Ph.D. at Louisiana State University in 1983. His work has been published in leading marketing and sales journals, including theJournal of Marketing Research, Journal of the Academy of Marketing Science, European Journal of Marketing, Journal of Business Research, Industrial Marketing Management, andJournal of Personal Selling and Sales Management, among others. His research interests are in the field of sales management and include topics such as sales deployment, sales contests, international sales, telemarketing, turnover, laptop computers, sales job activities, and quality control. He has taught in Germany, conducted research in Europe, and has most recently consulted in Mexico.     

The price of competitiveness in competitive pricing

This study examines how pricing decisions might be improved. We test the hypothesis that managers have a tendency to overcompete by comparing the performance of managers with the performance of computerized strategies in a Prisoner’s Dilemma pricing experiment. We find that the subjects in our study obtain lower profits than matched computer strategies. The subjects appear to value relative performance against competitors, even when they are explicitly instructed to maximize profits and are compensated based on profits. The implication for managers is that pricing to maximize profits may require tolerating the strong performance of competitors, even to the point of accepting a lower profit than some or all the competitors. If competitiveness means an adversarial, “zero-sum game” view of one’s competitors, then the price of competitiveness in competitive markets such as those in our experiment may be lower profits. Being less competitive may be more profitable. His major areas of research are pricing competition and channels of distribution. His research has been published inMarketing Letters andJournal of Marketing Channels. He has also cowritten a chapter on wholesaler liability for the bookWholesale Distribution Channels: New Insights and Perspectives, edited by Bert Rosenblum. where he directs Vanderbilt’s Center for Services Marketing. His 1995 article “Return on Quality (ROQ): Making Service Quality Financially Accountable” (written with Anthony Zohorik and Timothy Keiningham) won theJournal of Marketing’s Alpha Kappa Psi award for the article that had the greatest impact on the practice of marketing. He has also won best article awards from theJournal of Advertising and theJournal of Retailing. He serves on the editorial boards of seven journals, includingMarketing Science and theJournal of Marketing Research. His books includeService Marketing, Return on Quality, Advertising Media Models, Service Quality, andReadings in Service Marketing.     

Customer response capability in a sense-and-respond era: The role of customer knowledge process

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.     

试析地铁的竞争态势

地铁是城市客运交通系统的组成部分，作为一种特殊形式的产品，它有着自己独特的市场运作规律。本文阐述了波特的五种竞争力理论原理，分析了五种竞争力对地铁建设与运营的不同程度的影响，并探讨了使企业处于竞争优势的战略选择。     

Market orientation and performance of export ventures: the process through marketing capabilities and competitive advantages

Our study focuses on the internal process through which market orientation influences performance in export markets, and develops a model of market orientation–marketing capabilities–competitive advantages–performance relationships. Using survey data of 491 export ventures based in China, we find that marketing capabilities mediate the market orientation–performance relationship, while competitive advantages partially mediate the marketing capabilities–performance relationship. Moreover, coordination mechanism strengthens, and cost leadership strategy weakens, the effects of market orientation on new product development and marketing communication capabilities, respectively. Market turbulence attenuates the effect of market orientation on new product development capability while competitive intensity strengthens this effect.     

Resistance to technological innovations: An examination of the role of self-efficacy and performance satisfaction

Technological innovation is seen as the key to survival and success for many firms. Whether intended for internal use or for customers, adoption decisions must consider the response of the final user to such technological alternatives. This paper argues for greater attention to the factors which cause individual resistance to technological innovations. The results of two studies are reported which examined the effects of self-efficacy (Bandura 1977) and performance satisfaction on consumers’ response to technological changes. Results indicate that a person’s perceived ability to use a product successfully affects their evaluative and behavioral response to the product. In addition, the level of satisfaction experienced with an existing behavior increases resistance to and reduces likelihood of adopting an alternative.     

The role of contingency awareness,involvement, and need for cognition in attitude formation

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.     

Role conflict,role clarity,job tension and job satisfaction in the brand manager position

One hundred ninety-eight brand managers were examined on four important role decisions: role conflict, role clarity, job tension, and job satisfaction. Role conflict was significantly related to role clarity, job tension, and job satisfaction. Role clarity was related to job tension and job satisfaction at significant levels and job tension was significantly related to job satisfaction. All relationships occurred in the expected directions. Four independent variables were analyzed with these four role dimensions: personal factors, organizational factors, involvement with product decisions, and level of contact with interfaces. Significant relationships were found only for involvement with product decisions and level of contact on the job satisfaction dimension.     

我国连锁商业的市场竞争战略

要加强连锁商业的市场竞争优势，占据有利的市场地位，连锁企业应当选择有效的竞争策略，以提高企业的竞争优势，求得企业的生存与发展。     

贵阳市游客满意度调查及对策研究

本文基于实地调查数据,采用模糊综合评判法对贵阳游客满意度进行了现实衡量,并根据调查结论提出贵阳市旅游市场开发建设与管理策略。     

The curvilinear and conditional effects of product line breadth on salesperson performance, role stress, and job satisfaction

The impact of how product line breadth affects a salesperson is unclear in the existing literature. While numerous product lines can provide certain benefits to the salesperson, they may also have a dark side. This research examines the impact of number product lines handled by the salespeople on their performance, role stress, and job satisfaction. Based on role and schema theories, we test a series of curvilinear and conditional effects, using data collected from salespeople across multiple industries. Our analysis indicates non-linear relationships between number of product lines handled by the salesperson and salesperson performance and role stress. Further, these relationships are contingent on the complexity of products, complementarity of product lines, and lines acquired through mergers and acquisitions. These results show the complex effects of product lines on the salesperson and recognize both the benefits and drawbacks of product line breadth.     

顾客满意策略与顾客满意营销

在情感消费时代，企业不再以质量达标、自己满意为经营理念，而是以顾客满意、赢得顾客高度忠诚为经营理念。企业营销策略不再以争取或保持市场占有率为主，而是以保持顾客份额和顾客忠诚为主。而顾客满意策略正是企业获取顾客“货币选票”的制胜法宝。以顾客至上为理念，让顾客参与产品设计、提供全程高附加值的服务、个性服务、培育顾客忠诚，是CS时代顾客满意营销的主要策略。