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31.
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
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Juan M. Madera Mary Dawson Jack A. Neal 《Journal of Human Resources in Hospitality & Tourism》2017,16(3):288-307
ABSTRACTDespite corporate investments in diversity management programs, there is a dearth in the literature that examines managers' attitudes toward diversity management practices. This is a glaring gap in the literature because the success of diversity management programs is highly depend on managers. A survey was distributed to hotel managers from properties in the southern United States. The results showed that psychological diversity climate predicted the perceived utility and importance of diversity management, and these relationships were mediated by the fairness of diversity management. These results suggest that psychological diversity climate has an impact on attitudes toward diversity management practices. 相似文献
35.
Mary B. Teagarden 《Thunderbird国际商业评论》2017,59(4):459-459
36.
This research note reviews the existing literature comprised of dark tourism articles and chapters mentioning children. Publications meeting the search criteria were few. Accordingly, we offer possible reasons for the scarcity of research on children in dark tourism, including the legal constraints when researching with minors, the academic risk in undertaking a new field of research, and the substantial expertise needed to engage children in studies. We conclude with the compelling reasons to undertake such research: to inform interpretation of emotionally provocative sites for children, to understand and mitigate children's psychological distress at dark sites, and to advance theoretical work on children as tourists. 相似文献
37.
Stefania Borghini Nina Diamond Robert V. Kozinets Mary Ann McGrath Albert M. Muñiz Jr. John F. Sherry Jr. 《Journal of Retailing》2009,85(3):363-375
Although there is growing interest in themed brandstores, we still know very little about the source of these retail environments’ power to affect consumers profoundly. Utilizing an ethnographic study of American Girl Place, a culturally rich and highly successful retail environment, we find that effective retailing in these contexts is an intensely ideological affair. In our participant-observation of, and on-site interviews with, consumers at American Girl Place we find that the ideology of the brand manifests powerfully through a variety of different and distinct areas within the store: the Museum, the Library, the Café, the Salon, the Theater, and the Photo Studio. Ideological expression is central to each of these places. Tracking the influence of brand ideology through consumers’ retail experiences, we theorize about the centrality of retail place in ideological branding. Although the confluence of ideology and retailing has been referenced in prior research, this paper focuses on and systematically develops the theoretical interconnection between the two. The physical immediacy of themed brandstore experience acts as a quilting point that links together related cultural concepts into a strong retail brand ideology. The implications of this theory draw our attention to ideological and morally-bound retail brand expressions, emphasize the importance of a variety of retail formats within a single store, and provide practical guidelines for retailers eager to build successful brands of their own. 相似文献
38.
We use the US International Trade Commission's uniquely detailed 1995–2007 Chinese Customs data to better understand the pattern of trade between China and its two largest trading partners, Japan and the United States. Our review finds that only a small share of these flows can be characterized as arm's length, one-way trade in final goods. Instead, we find extensive two-way trade, deep vertical specialization, concentration of trade in computer and communication devices, and a prominent role for foreign-invested enterprises. While these characteristics define both bilateral relationships, important differences between the two pairs do emerge, suggesting that trade costs influence the method by which multinationals choose to integrate their production with China. Consequently, we argue that dialogue on East Asian trade liberalization should include the possibility of significant production gains for the US from its inclusion in any regional agreements. 相似文献
39.
New, techniques of international patent anabsis are illustrated and resultsfrom preliminary validity tests of these techniques are presented. Indicators of technological activity, technological significance and commercial potential are constructed, and used to analyze fiber-based opto-electronic couplers and monoclonal-antibody-based diagnostic kits at the levels o f the technology, nation and firm. The international patent indicators are found to be closely correlated with R&D expenditures, scientific publications and new product introductions. They also relate to these indicators in ways that moke sense as specified in simple regression models of the innovation process. Comparisons of patent analysis results with expert opinion (for two process technologies) reveal that technology–level analyzes conform quite well with expert opinion, but national – and firm–level analyes vary from a low to a modest correlation with expert opinion. The authors conclude that the techniques can provide important information for corporate technology management, but that studies of additional technologies and further validity tests are needed. 相似文献
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