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1.
Kathleen Seiders Glenn B. Voss Andrea L. Godfrey Dhruv Grewal 《Journal of the Academy of Marketing Science》2007,35(1):144-156
As customers have demanded greater convenience in service exchanges, researchers have responded by incorporating the convenience
construct into their conceptual models and empirical studies, but a comprehensive, formally validated measure of convenience
remains lacking. This study conceptualizes service convenience as a second-order, five-dimensional construct that reflects
consumers’ perceived time and effort in purchasing or using a service. Service convenience dimensions are salient at different
stages of the purchase decision process. Given this conceptualization, the study presents the development and validation of
the SERVCON scale, a comprehensive instrument for measuring service convenience. The five dimensions are independent within
a nomological network that illustrates distinct antecedent and consequent effects, and the results reinforce the multidimensional
representation, offering insight into the distinctive relationships between each service convenience dimension and its antecedents,
such as competitive intensity, and consequences, such as repurchase behavior. The findings help researchers and managers understand
a fully conceptualized convenience construct and facilitate the measurement of convenience in future empirical studies. 相似文献
2.
The influence of store environment on quality inferences and store image 总被引:17,自引:0,他引:17
Julie Baker Dhruv Grewal A. Parasuraman 《Journal of the Academy of Marketing Science》1994,22(4):328-339
The study reported here examines how combinations of specific elements in the retail store environment influence consumers’
inferences about merchandise and service quality and discusses the extent to which these inferences mediate the influence
of the store environment on store image. Results show that ambient and social elements in the store environment provide cues
that consumers use for their quality inferences. In addition, store environment, merchandise quality, and service quality
were posited to be antecedents of store image—with the latter two serving as mediators—rather than components of store image
(as they are typically treated in the store image literature). Theoretical and managerial implications of the findings are
discussed, and future research directions are proposed.
She received her Ph.D. from Texas A&M University. Her areas of interest include store environment, consumer behavior, and
product/service quality. She has published articles in theInternational Journal of Research in Marketing and theJournal of Retailing.
He received his Ph.D. from Virginia Polytechnic Institute and State University. His areas of interest include pricing, consumer
behavior, product/service quality, and customer satisfaction. He has published articles in a number of journals, including
theJournal of the Academy of Marketing Science, Journal of Marketing Research, Journal of Consumer Research, Journal of Public
Policy and Marketing, andJournal of Retailing.
He received his D.B.A. from Indiana University in 1975. His research interests focus on the measurement and improvement of
service quality and on services marketing strategy. He is the recipient of several teaching and research awards. In 1988,
he was selected as one of the ten most influential figures in quality by the editorial board ofThe Quality Review. His articles have appeared in theJournal of Marketing, Journal of Marketing Research, Journal of Services Marketing, andBusiness Horizons, among other publications. He is the author ofMarketing Research, a college textbook, as well as coauthor ofMarketing Services: Competing through Quality andDelivering Quality Service: Balancing Customer Perceptions and Expectations. He is also an active consultant to a number of major corporations. 相似文献
3.
Grewal Dhruv Hulland John Kopalle Praveen K. Karahanna Elena 《Journal of the Academy of Marketing Science》2020,48(1):1-8
Journal of the Academy of Marketing Science - 相似文献
4.
Songting Dong Min Ding Rajdeep Grewal Ping Zhao 《International Journal of Research in Marketing》2011,28(1):38-50
The linear functional form of the effect of customer satisfaction on repurchase intentions may not be adequate under all circumstances; however, we lack a clear understanding of the factors that may drive variation in the functional forms of the satisfaction-loyalty relationship. Building on existing research, the authors consider how the functional form of the effect of satisfaction on repurchase intentions varies across segments formed at the intersection of product categories and customer economic and demographic variables. A comprehensive data set obtained from the sponsors of the Chinese Customer Satisfaction Index provides the input for a flexible cubic regression configuration to model the functional forms. The linear functional form emerges as the most prominent across 972 product-customer segments (51%), followed in frequency by the S-shaped and convex forms and, finally, the inverse S-shape and concave forms. Different product category characteristics, customer economic and demographic variables, and market characteristics moderate the effect of satisfaction on repurchase intentions differently for the linear, quadratic, and cubic terms. This research reveals key resource allocation implications based on the functional forms of the effect of satisfaction on repurchase intentions, as well as strategic segmentation implications related to the varying influence of product category characteristics, customer economic and demographic variables, and market characteristics. 相似文献
5.
Davenport Thomas Guha Abhijit Grewal Dhruv Bressgott Timna 《Journal of the Academy of Marketing Science》2020,48(1):24-42
Journal of the Academy of Marketing Science - In the future, artificial intelligence (AI) is likely to substantially change both marketing strategies and customer behaviors. Building from not only... 相似文献
6.
Grewal Dhruv Noble Stephanie M. Roggeveen Anne L. Nordfalt Jens 《Journal of the Academy of Marketing Science》2020,48(1):96-113
Journal of the Academy of Marketing Science - This paper introduces a conceptual framework for understanding new and futuristic in-store technology infusions. First, we develop a... 相似文献
7.
Evaluation of subsidiary marketing performance: combining process and outcome performance metrics 总被引:1,自引:0,他引:1
Dhruv Grewal Gopalkrishnan R. Iyer Wagner A. Kamakura Anuj Mehrotra Arun Sharma 《Journal of the Academy of Marketing Science》2009,37(2):117-129
Issues in evaluating marketing performance and devising appropriate metrics for measurement have taken center stage in marketing
thought and practice in recent years. We propose an empirical model that enables a multinational enterprise (MNE) to assess
the marketing performance of its subsidiaries, taking into explicit consideration the fact that tactical actions by subsidiaries
contribute to the creation of assets that can be harnessed for marketing outcomes. Thus, our model captures the asset creation
abilities of marketing expenditures and also takes in to account the environmental differences of the context in which each
MNE subsidiary operates. We evaluate comparative, overall, and process-level (creation of market assets and market yield)
marketing performance in the context of multi-country operations. This simultaneous examination of marketing process and marketing
outcome performance enables a global corporation to gain strategic, operational, and diagnostic insights into the performance
of its subsidiaries. Our approach is empirically illustrated with an evaluation of the marketing performance of subsidiaries
of a large global corporation. 相似文献
8.
Crises in business markets: implications for interfirm linkages 总被引:1,自引:0,他引:1
Rajdeep Grewal Jean L. Johnson Suprateek Sarker 《Journal of the Academy of Marketing Science》2007,35(3):398-416
In the global economy, firms link with customers and suppliers through a complex nexus of strategically critical interfirm
relationships. Due to the diversity of environments and networks involved, these linkages are increasingly vulnerable to catastrophic
disruptions, also referred to as “crises.” The authors offer an advanced conceptualization of crises and explicate the interplay
of crises and interfirm relationships. On the basis of literature and qualitative data from 27 interviews with executives
in 13 firms, the authors develop a process model of crisis that consists of five phases: (1) awareness and acknowledgment,
(2) sensemaking, (3) response design, (4) response implementation, and (5) reconciliation in the aftermath. In discussing
the model, the authors emphasize the influence of crisis on interfirm relationships and conversely highlight the role of the
interfirm relationships in crisis management.
The authors contributed equally and are listed alphabetically. 相似文献
9.
This investigation explores the effects of ad credibility and ad format (direct comparative vs. noncomparative) on consumers' beliefs, attitudes, and purchase intentions for over-the-counter (OTC) medications. It is hypothesized that ad credibility moderates the effects of ad format. To test the hypotheses three different experiments were conducted, with each one using a different method to manipulate ad credibility (multiple explanations for claimed superiority, claim substantiation, and approval of ad information from the Federal Trade Commission). The results of the three studies provide consistent support for the main effects of ad credibility and ad format. Increased persuasion was evidenced with higher credibility ads and with direct comparative ads. However, the hypothesized interaction consistently was not supported. Implications of these findings are discussed. 相似文献
10.