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61.
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
62.
Jeffery James Himmelberger Halina Szejnwald Brown 《Business Strategy and the Environment》1995,4(4):192-199
Since the mid-1980s the concept of corporate environmentalism has taken hold among global stakeholders, promising improved environmental health and safety (EH&S) performance at multinational (MNC) facilities in less developed countries. In this article we examine corporate environmentalism through two lenses: (1) our own empirical case studies of three Third World subsidiaries of USA-based multinationals; (2) evolving theories on EH&S performance at MNC subsidiaries in less developed countries. We suggest that over the past decade there has been a convergence of three theoretical perspectives – neoclassical, radical and ecological – toward consistent predictions of improved EH&S performances and relations with host country governments. However, important differences among the three perspectives remain in how each interprets improved EH&S performance in the context of long-term benefits to corporations, host countries, workers, local publics and the global community. While we find that the neoclassical economic perspective is most consistent with the empirical findings of our three case studies, we also note some debatable neoclassical assumptions concerning whether all stakeholders benefit mutually from superior EH&S performance. In order to gain wide acceptance beyond the corporate sector, the concept of corporate environmentalism must be expanded to include greater labor participation and accounting for ecological interests. 相似文献
63.
Location, like every other element of the retailing mix, is in a constant state of change. Yet academic conceptualizations of retailing location have changed little in the last thirty years. Indeed, this conceptual stasis stands in marked contrast to the dramatic methodological developments that have recently taken place. This paper examines the traditional, hierarchical model of urban retail location and presents an alternative, post-hierarchical perspective. A distinction is drawn between the shape or form of retailing locations and the functions found therein. A classification of urban retail locations is also proposed and a synthesis with the hierarchical model recommended. 相似文献
64.
Brielle Gillovic Alison McIntosh Simon Darcy Cheryl Cockburn-Wootten 《Journal of Sustainable Tourism》2018,26(4):615-630
The growing body of literature on “accessible tourism” lacks a critical scholarly debate around its specific language use and nomenclatures. To fill this gap, this paper provides a first examination of language. Language provides a unique capability to resist, strengthen and reframe identities of individuals and groups, yet can also reinforce, weaken and perpetuate dominant worldviews of disability. A content analysis examined previous accessible tourism literature with results illustrating that diversity exists amongst the varying terminologies adopted by scholars. Terms were employed loosely, inconsistently and interchangeably, euphemistically with erroneous understandings and nuances. The paper concludes with critical discussion about the power of researchers to (re) produce oppression through language that maligns and misrepresents, or to (re) conceptualise and (re) construct the world we live in with liberating language that facilitates positive social change. 相似文献
65.
Donald G. Schoffstall Eric A. Brown Susan W. Arendt 《Journal of Teaching in Travel & Tourism》2017,17(3):189-207
Preparing qualified graduates for the tourism and hospitality industry who will stay and achieve promotional success is paramount. The objectives of this research project were to determine promotional advancement expectations and strategies to improve promotional opportunities. Two separate questionnaires, with both open and close-ended questions, were sent to upper classmen/women in hospitality and tourism programs and alumni of the same programs. In total, 717 (409 students and 308 alumni) completed the questionnaires. Chi-square tests were run to determine differences between student and alumni responses. To assist in analysis of open-ended responses, Atlas.ti was used. There was a statistically significant difference between students and alumni responses in regards to promotional expectations; students expected it to take a significantly longer time to receive a promotion to supervisor or manager than alumni. Overall, students and alumni indicated strategies such as more real-world-focused courses with hands-on experiences. 相似文献
66.
Nicholas J. Thomas Eric Brown Lisa Y. Thomas 《Journal of Human Resources in Hospitality & Tourism》2017,16(1):71-87
ABSTRACTThis study investigates job location and its relationship with employee turnover intention within the casino-entertainment industry. The researchers analyzed turnover intention at the supervisor and company level from the perspective of employees who hold front-of-house or back-of-house jobs in three Nevada casinos and their corporate office. The results of this research fill existing gaps in the academic literature related to turnover intention and provide beneficial implications for industry and academic practitioners. Organizations within the casino-entertainment industry may develop strategies related to the management of human capital that could provide fiscal and operational benefits. 相似文献
67.
68.
Farmers in the Vietnamese Mekong Delta face a wide range of climate-related and hydrological factors which threaten rice production. Smallholder farmers must adapt to climate change to sustain rice production as their central and most important livelihood activity. A sample was stratified across agro-ecological areas in the Delta affected by flooding, alluvial soils, acid sulphate soils, and saline water intrusion and by derived farmer typologies. A rural livelihoods approach was used in focus group discussions and in-depth interviews to identify and enumerate enabling and constraining adaptation factors. Smallholders experienced diverse natural hazards such as floods, abnormal rains, high temperatures, water scarcity, and salinity intrusion specific to the agro-ecological areas. Adaptation was constrained by labour shortages, water quality, topography, access to combine harvesters, transportation infrastructure, dryers and household savings. Adaptation was enabled by farming techniques and experience, cooperative groups, water quantity, access to information, and ability to purchase agro-chemicals through credit. Small farmers (< 1?ha) were more constrained than large farmers (> 1?ha) who had an expanded livelihood asset base. A range of policy implications are discussed, but adaptation is not just about technological fixes but requires overall improvements in a range of human, social and financial components. 相似文献
69.
There is a recognized need for the participation of local communities in designing and implementing agricultural interventions for the sustainable intensification in smallholder systems. This study examines the perspectives of local community leaders towards the widely promoted, but not widely adopted, practice of Conservation Agriculture (CA) in African smallholder systems. Perceptions from 47 community leaders (both from traditional local authorities and farmer organizations) across six African countries are documented regarding how CA matches the wants, needs and capabilities of farmers in their communities. While community leaders generally perceived CA as potentially beneficial, they also indicated that CA is not currently perceived as feasible within their communities and hence has limited relevance. Three key themes were identified that limit both CA use and sustainable intensification more generally: [1] a perceived reluctance of farmers to engage with the community platform as part of a higher input, market-oriented production system; [2] informational constraints due to non-functional exchange mechanisms; and [3] a lack of local adaptation of CA underscored by the persistence of top-down, linear research and extension approaches. Through greater understanding of local perspectives, a clearer picture emerges of the need for greater participatory engagement and local adaptation if sustainable intensification of African smallholder agricultural systems is to be achieved. 相似文献
70.
Looking inside the spiky bits: a critical review and conceptualisation of entrepreneurial ecosystems
The concept of entrepreneurial ecosystems has quickly established itself as one of the latest ‘fads’ in entrepreneurship research. At face value, this kind of systemic approach to entrepreneurship offers a new and distinctive path for scholars and policy makers to help understand and foster growth-oriented entrepreneurship. However, its lack of specification and conceptual limitations has undoubtedly hindered our understanding of these complex organisms. Indeed, the rapid adoption of the concept has tended to overlook the heterogeneous nature of ecosystems. This paper provides a critical review and conceptualisation of the ecosystems concept: it unpacks the dynamics of the concept; outlines its theoretical limitations; measurement approaches and use in policy-making. It sets out a preliminary taxonomy of different archetypal ecosystems. The paper concludes that entrepreneurial ecosystems are a highly variegated, multi-actor and multi-scalar phenomenon, requiring bespoke policy interventions. 相似文献