bluuebunny/crossref_metadata_2025 huggingface dataset:
Symbolic and functional positioning of brands
Authors: Bhat Subodh , Reddy Srinivas K.
Published: July 2002

Some brand strategists have distinguished between symbolic and functional brands, i.e. brands that basically satisfy consumers’ functional or product‐related needs and brands bought to enhance self‐ or social esteem. It has been suggested that brands should be positioned as either functional or symbolic but not both. However, empirical research on the dimensionality of brand symbolism/functionality has been lacking. In this study, scales were developed to assess a brand’s symbolic or functional association with consumers. Subsequent data analysis suggests that brand symbolism and functionality are separate phenomena and, further, that symbolism comprises two dimensions, termed prestige and personality expression. Thus, contrary to current thinking, it seems that brands can be successfully positioned as both symbolic and functional and, if a symbolic brand concept is desired, prestige or upscaleness is just one of the possible positioning options available.
Price influence and age segments of Beijing consumers
Authors: Anderson Patricia M. , He Xiaohong
Published: July 2002

To help multinationals meet consumer needs in the People’s Republic of China (PRC), this paper describes culture, social forces, marketing mix and consumer behavior for durables and nondurables. Cameras, cosmetics, fast food restaurants and soft drinks are in earlier lifecycle stages in the PRC than in the USA, and represent a price/durability continuum. A joint effort of USA/PRC researchers, with about 3,000 responses, shows that product versus price‐focus differentiates price segments, and consumer product experience differentiates age segments. Results suggest culture‐relevant research procedures, and strategic implications for marketing to price and age segment(s) in regions like Beijing.
Franchising configurations and transitions
Authors: Castrogiovanni Gary J. , Justis Robert T.
Published: July 2002

Because franchising is a popular and important business alternative, we propose that concerted effort be taken by organization scientists to develop and test theoretical perspectives relevant to this business form. Rather than risk “reinventing the wheel”, researchers should first consider findings from outside the franchising arena to assess their generalizability to franchisors. To this end, three common configurations of franchise organization are described and placed within Mintzberg’s (1979) framework, and the logic linking various organization, strategy, and environment features into an harmonious configuration is presented with respect to each. This configuration view is used to describe franchise organization transitions, and propositions to guide future study of franchise organizations are presented. Thus, both franchising and organization theory are extended by showing how the franchising phenomenon fits into a general perspective on organizations.
The influence of consumption situation and product involvement over consumers’ use of product attribute
Authors: Quester Pascale G. , Smart Justin
Published: July 2002

A conjoint analysis study of consumers’ choice of a popular product examined whether consumption situation and involvement influenced significantly the importance allocated by consumers to a number of key attributes determined by a sample of experts and product users. A large sample drawn from diverse wine retail outlets was asked to rank ten hypothetical wine products, the purchase of which related to three different consumption situations. While price remained the most important factor overall, all three other attributes were ranked differently depending upon the intended usage situation and the level of product involvement exhibited by respondents.
Green marketing of cosmetics and toiletries in Thailand
Authors: Johri Lalit M. , Sahasakmontri Kanokthip
Published: July 2002

Use of traditional cosmetics and toiletries manufactured from herbs and plant extracts has been popular in many Asian countries. However, green marketing of these products is rather recent. Encouraged by the growing environmental consciousness on the part of citizens and a growing market for cosmetics and toiletries, several global and local companies have entered Thailand. An international company, The Body Shop, and a local company, Oriental Princess, have employed green marketing strategies to build their customer base in the Thai market. Using case research method and questionnaire‐based surveys, an attempt has been made in this paper to analyze the green marketing strategies of these companies and their impact on consumer attitudes and brand loyalty. The research shows that that the two companies have made honest attempts to adopt green marketing strategies. However, Thai customers consider non‐green attributes more important in making their purchase decisions. The two case companies have been able to create favorable attitudes and enjoy a high degree of brand loyalty.
Matching products with endorsers: attractiveness versus expertise
Authors: Till Brian D. , Busler Michael
Published: July 2002

The importance of fit between the endorser and the endorsed product has been described as the “match‐up hypothesis”. Much “match‐up hypothesis” research has focused on physical attraction. We present two studies which collectively suggest that, while attractive endorsers do positively affect attitude toward the endorsed brand, expertise is a more important dimension for driving the fit between an endorser and a brand. Study One examines physical attractiveness as a match‐up factor. Results indicate a general “attractiveness effect”, but not a match‐up effect based on attractiveness. Study Two considers expertise as the match‐up dimension. A match‐up effect was found based on expertise.
An international analysis of emotional and rational appeals in services vs goods advertising
Authors: Albers‐Miller Nancy D. , Royne Stafford Marla
Published: July 2002

The growth of international business, combined with an increase in the number of service offerings, underscores the importance of understanding effective promotional strategies for services versus goods in international markets. The current study examines advertising appeals for services and goods across four different countries: Brazil, Taiwan, Mexico and the USA. Results of a content analysis indicate that the use of rational and emotional appeals differs across both product type and country. It is suggested that culture plays a role in the use of the appeals and that the product type × country interaction is strongly reflected in Taiwanese and US advertising.
A conceptual model of US consumer willingness‐to‐pay for environmentally certified wood products
Authors: Vlosky Richard P. , Ozanne Lucie K. , Fontenot Renée J.
Published: July 2002

Global industrialization and the subsequent dwindling of many natural resources have become elements for product differentiation in marketing. Environmental certification programs are increasingly being recognized as significant market‐based tools for linking manufacturing and consumer purchases. This research examines the relationships between intrinsic environmental motivations and the willingness‐to‐pay a premium for environmentally certified wood products. A conceptual model is proposed that captures the effects of perceptions, awareness and price on consumer willingness to purchase and pay a premium for environmentally certified forest products. The data suggest that there are positive correlations between the willingness‐to‐pay and the independent variables in the model, environmental consciousness, certification involvement and perceived importance of certification. A cluster of US consumers was identified that has a proclivity to purchase certified wood products and may be a logical target market.
Strategies for reducing consumers’ risk aversion in Internet shopping
Authors: Jiuan Tan Soo
Published: July 2002

Using experimental design and conjoint analysis, this paper studies the risk perception of Singaporean consumers on Internet shopping, and tests the effectiveness of several risk‐reducing strategies that Internet marketers could use in promoting online shopping among consumers. The results show that Singaporean consumers with a higher degree of risk aversion than others tend to perceive Internet shopping to be a risky activity. However, Internet marketers could rely on using reference group appeal as the most preferred risk relievers for this group of consumers, particularly by getting expert users to endorse the products involved. In addition, the marketer’s reputation, the brand’s image, and specific warranty strategies are also effective risk relievers for the potential Internet shoppers.
Ethical issues across cultures: managing the differing perspectives of China and the USA
Authors: Pitta Dennis A. , Fung Hung‐Gay , Isberg Steven
Published: July 2002

US marketers know the US standard of ethics. However, that standard can lead to ethical conflict when Americans encounter the emerging market giant, China. As smaller US companies enter China, the potential for ethical conflict increases. Reducing that potential requires knowledge. Knowing the nature and history of the two cultures can lead to an understanding of the foundation of their ethical systems. Ethics and the expectations within cultures affect all business transactions. It is vital for Western marketers to understand the expectations of their counterparts around the world. Understanding the cultural bases for ethical behavior in both the USA and China can arm a marketer with knowledge needed to succeed in cross‐cultural business. Implementing that knowledge with a clear series of managerial guidelines can actualize the value of that understanding.
Chinese children as consumers: an analysis of their new product information sources
Authors: McNeal James U. , Ji Mindy F.
Published: July 2002

The research reported here was a first attempt to determine where Chinese children as consumers learn information about new products and their attitudes toward different sources of information. Chinese children’s usage of the mass media was also examined, as was the relationship between mass media usage and information sources. The findings show that Chinese children utilize a wide variety of information sources to learn about new products including parents, retail outlets, and the mass media, and surprisingly they consider the newest medium, television, to be the most important of all. The effects of gender, age and family occupation were also considered. Some important marketing implications are suggested.
An exploration of a global teenage lifestyle in Asian societies
Authors: Tan Tsu Wee Thomas
Published: July 2002

Many articles have appeared about teenagers as a social and consumption group in various countries, especially in the West, emphasizing the teenagers’ lavish purchases of a great variety of goods, in particular branded products. Many marketers assume that a similar marketing mix and strategy would be correct to take in all their markets. However, the truth is far more complex and this article attempts to show this by drawing on empirical and secondary data from a wide variety of sources. Concludes that each generation of teenagers has its own global culture shaped by the familiar Western themes and values brought via the mass media. In addition there is the national culture and shared historical experiences which can only heighten social and cultural complexity in understanding the consumer culture of teenagers.
Dissatisfied consumers who complain to the Better Business Bureau
Authors: Fisher James E. , Garrett Dennis E. , Arnold Mark J. , Ferris Mark E.
Published: July 2002

Very little prior research has analyzed the behavior of dissatisfied consumers who complain to the Better Business Bureau (BBB). Therefore, interviews were conducted with dissatisfied consumers who filed complaints with the BBB against companies in three industries – auto dealers, dry cleaners, and home construction. The results reveal significant gaps between dissatisfied consumers’ resolution preferences and companies’ resolution offers. Further, the results highlight the highly negative word‐of‐mouth communication activity and repeat purchase intentions of dissatisfied consumers who complain to the BBB. Based on these data, complaint resolution recommendations are provided to improve customer service managers’ handling of dissatisfied consumers.
Save the time of the surfer: evaluating Web sites for users
Authors: Sowards Stephen W.
Published: July 2002

A good web site has a purpose for the designer who wrote the page, the editor who maintains it and the Web surfer who finds it. One can think about this by paraphrasing and restating Ranganathan‘s Five Laws of Library Science, beginning with this one: “Web sites are for use.” A Web site without without a potential audience is pointless; a purposeless Web site will have no audience.
Why a copyright column?
Authors: Seadle Michael
Published: July 2002

Copyright is integral to everything we do in digital publishing. This new column will examine a wide range of intellectual property issues using concrete examples from current projects. Since Internet‐based publishing is automatically international, the column will look at the British, European and other aspects, as well as US law. This first column deals with the question of whether a set of 1960s era Black Panther Party pamphlets are in the public domain under US copyright law. It also mentions the moral rights issues that would arise in a German context. The final section of the column reviews some of the information sources useful in answering questions of this sort.
Digitization for preservation and access: a case study
Authors: Berger Marilyn
Published: July 2002

This article describes the process whereby digitization of a journal is used to preserve and provide access to the contents on the World Wide Web. The journal chosen, The Canadian Architect and Builder, was the only professional architectural journal published in Canada before World War I. The original printed version is in an extremely fragile state and the digital version will provide accessible, electronic access to the contents. Funded in part by the federal government’s Youth Employment Strategy, the Department of Canadian Heritage and the Canadian Library Association, the project’s objectives and goals are described and the steps taken towards those goals are presented.
The National Library of Canada’s digital library initiatives
Authors: Hodges Doug , Lunau Carrol D.
Published: July 2002

The National Library of Canada (NLC) is involved in a range of digital library (DL) initiatives which contribute to the fulfillment of its mandate and support the growing range of DL services that complement the Library’s more traditional collections and services. Incorporated in the NLC’s DL initiatives are projects relating to digitization, collecting Canadian networked electronic publications, development of virtual catalogues, metadata creation, and preservation of digital resources. Issues relating to collaboration, access to digital collections and databases, and preservation are addressed in the Canadian context based on NLC’s experience to date.
Mapping relationships in China: guanxi dynamic approach
Authors: Wong Y.H. , Tam Jackie L.M.
Published: July 2002

One of the major hot research topics is relationship marketing. However, limited research has been carried out on the complex notion of guanxi (literally, relationship) in Chinese society. Misunderstandings and misconceptions concerning this significant topic persist. Aims to explore the mapping of guanxi in relationship marketing so as to present a comprehensive guanxi model suitable for businessmen in a Chinese context. Case examples were also used to test the model in a real‐life situation. Both theoretical and managerial implications are given. The theoretical framework includes a new model of various systems: guanxi perceptual map, routings and yin‐yang dynamic. The managerial implications explore guanxi mechanisms and different dynamic perspectives with mind‐heart and insider‐outsider dimensions. In addition, recommendations for future research are made.
Factors discriminating functional and dysfunctional salesforce turnover
Authors: Johnson Julie T. , Griffeth Rodger W. , Griffin Mitch
Published: July 2002

Examines turnover functionality (high‐ and low‐performing quitters and stayers) in a business‐to‐business sales setting. Prior research indicates that antecedents of turnover frequency and turnover functionality are different. However, this may be an artifact of the way in which turnover has been measured. This study develops a new criterion of turnover functionality. Additionally, common antecedents of turnover frequency were examined to see if they could differentiate between high‐ and low‐performing quitters and stayers. The results indicate that several antecedents associated with turnover frequency are able to discriminate among different groups of high‐ and low‐performing quitters and stayers. Specifically, satisfaction with promotion, supervision, work, and global satisfaction contribute to our understanding of turnover functionality. Additionally, role conflict, role ambiguity, anxiety, evaluation of job alternatives, and intention to quit are also good discriminators of turnover functionality.
Technical and social bonds within business‐to‐business relationships
Authors: Perry Chad , Cavaye Angele , Coote Len
Published: July 2002

Most research about relationships and networks concentrates on social bonds such as trust and commitment. Little research considers technical bonds and how they interact with social bonds within a relationship. Thus this research investigates how technical bonds of information technology link with social bonds in the relationship between two organisations in a business system, in particular, between a franchisor and franchisees within a franchise system. First, a framework of the structure of a relationship between business alliance partners was synthesised from the business‐to‐business literature. Then Australian franchisors were surveyed about the effects of their investments in information technology upon their franchisor‐franchisee relationship. Structural equation modelling techniques were used to analyse the survey data. The results provided support for the framework, with the franchisor’s increased technical competence from information technology improving the social bonds in a relationship but those bonds being secondary to further technical investment. An implication for managers is that investments in information technology operate through the social bonds within their business.
Adoption of electronic commerce tools in business procurement: enhanced buying center structure and processes
Authors: Osmonbekov Talai , Bello Daniel C. , Gilliland David I.
Published: July 2002

Modern procurement is being shifted from paper‐based, people‐intensive buying systems toward electronic‐based purchase procedures that rely on Internet communications and Web‐enhanced buying tools. Develops a typology of e‐commerce tools that have come to characterize cutting‐edge industrial procurement. E‐commerce aspects of purchasing are organized into communication and transaction tools that encompass both internal and external buying activities. Further, a model of the impact of e‐commerce on the structure and processes of an organization’s buying center is developed. The impact of the changing buying center on procurement outcomes in terms of efficiency and effectiveness is also analyzed. Finally, implications for business‐to‐business marketers and researchers are discussed.
New product myopia
Authors: Schmidt Jeffrey B.
Published: July 2002

Explores the importance of several regimes of new product
development activities using multiple statistical techniques on two
different data sets collected in the USA and Canada over 12 years apart.
The results were consistent across the statistical methods and across
the data sets, but contradict much previous new product research. In
particular, it was found that undertaking technical activities
proficiently is more important than performing marketing activities
proficiently and that performing development stage (including
subsequent) activities proficiently is more critical than performing
“up‐front” or predevelopment activities proficiently in
determining the success or failure of new industrial products.
Country segmentation on the basis of international purchasing
patterns
Authors: Frear Carl R. , Alguire Mary S. , Metcalf Lynn E.
Published: July 2002

Companies that successfully incorporate international sourcing into
their international marketing strategies enhance their abilities to
provide their customers with quality products at acceptable prices. To a
large extent, an effective international marketing strategy depends on a
firm′s ability to segment its international markets. Previous studies
addressed country segmentation on the basis of clustering a group of
countries by an array of macroeconomic factors. These studies focussed
their attention on segmenting countries on the factors important to
making marketing decisions. Focusses on the making of sourcing
decisions. More specifically, analyzes the extent to which countries
belong to the same grouping on the basis of purchasing patterns of
materials, components, finished products or technology.
One‐hundred‐and‐thirty‐five firms representing 42 different countries
were surveyed. The countries were clustered on the basis of these firms′
sourcing strategies. The market segment approach enables industrial
marketers who are inexperienced in marketing internationally to borrow
from the experience of firms which are already present in such markets.
Furthermore, the availability and reliability of data and the proposed
methodology can serve as useful tools in conducting such research.
The effect of reassured anonymity and sponsor on mail survey response rate and speed with a business population
Authors: Faria A.J. , Dickinson John R.
Published: July 2002

Although considerable research has addressed the impact of various factors on mail survey response rate, relatively little has focussed on survey sponsorship and none has investigated the manner in which respondent anonymity is assured. In addition, little of what research has been done has included the criterion of response speed or has related to a business population. The results of this study, undertaken with a business audience, suggests that survey sponsorship does influence return of a questionnaire and that gains in response might be obtained by doubly assuring potential respondents of their anonymity.
Organizational buying behavior: past performance and future expectations
Authors: Sheth Jagdish N.
Published: July 2002

Reviews the academic research conducted on organizational buying behavior since the publication of Sheth’s model of industrial buying behavior in 1973. Discovers an impressive amount of research primarily focused on the decision‐making process, environmental influences and conflict resolution in joint decisions. Also, there is an emerging area of research on supply‐chain partnering and the use of information technology such as networked computing and online data services. States that there is a surplus of empirical studies using descriptive methods and that more analytical approaches on the one hand, and conceptual constructs on the other. Focusses on future academic research in organizational buying behavior. Concludes that purchasing function is dramatically shifting from the transaction‐oriented to the relational‐oriented philosophy, and it is also shifting from domestic to global sourcing. This will change the role, processes and strategies of procurement and, therefore, new research opportunities will emerge for academic scholars. These include understanding suppliers as customers; cross‐functional supplier teaming; economic value of supplier equity; supply experience curves; hub and spoke organization; bonding with suppliers; global sourcing processes; cross‐cultural values in purchasing; cross‐national rules and regulations; and service procurement.
Strategic decision making in industrial procurement: implications for buying decision approaches and buyer‐seller relationships
Authors: Iyer Gopalkrishnan R.
Published: July 2002

Research on industrial buying decisions has developed along two major themes after the publication of the seminal buyclass framework by Robinsonet al.in 1967. One stream of research seeks to extend or delimit the framework to a variety of buying contexts and product categories, while the other focusses on various emerging forms of buyer‐seller relationships within industrial buying. In an attempt to integrate these two streams calls for detailed attention to the strategic importance of procurement. Elaborates on the conditions which lend a strategic character to any procurement and makes predictions on the appropriate form used for buyer‐seller relationships under various firm‐specific and environmental conditions. Also, shows that such strategic considerations and variations in buyer‐seller relationships for procurement can be characterized within a modified form of the original buyclass framework. In doing so, reconfirms the robustness of the core propositions of the buyclass framework. Draws some implications for the development of procurement relationships for industrial buyers and sellers.
An empirical examination of switching cost investments in business‐to‐business marketing relationships
Authors: Nielson Charles C.
Published: July 2002

The concept of switching costs or transaction‐specific investments has been widely used in theoretical models of industrial buyer‐seller relationships. Yet there are few empirical studies that have examined the dimensionality of switching costs. The purpose of this study is to investigate empirically the dimensions of switching costs. Different typologies, or dimensions, of switching costs are identified from a review of the literature. Measures of these dimensions are developed and empirically tested for construct and pragmatic validity using confirmatory factor analysis and structural equation modelling. Two switching cost dimensions are identified and validated: hard assets and soft assets.
Market orientation and performance: the moderating effects of product and customer differentiation
Authors: Pelham Alfred M.
Published: July 2002

Poses the question is the influence of market orientation stronger in specialty markets with high levels of differences in product features and customer needs/applications, compared to commodity markets? Reports that regression results indicate that the only significant interaction is between customer differentiation and market orientation as an influence on new product success, relative product quality and customer retention. However, examination of partial correlations in the quadrants formed by customer and product differentiation indicates that market orientation seems to be a more important determinant of all aspects of performance in markets characterized by low levels of customer differentiation but high levels of product differentiation. Examination of these quadrants suggests that market orientation may be a more important determinant of performance in the high product differentiation/low customer differentiation quadrant, because of high levels of change in technology and customer needs. States that, in addition in this quadrant, there is an indication that since large firms have the advantage in R&D emphasis, small firms need more market orientation to compete. Although market orientation had no influence on performance in the commodity segment, there is an indication that smaller firms may need a higher level of market orientation to compete with large firms emphasizing low‐cost advantages.
Salesforce automation issues prior to implementation: the relationship between attitudes toward technology, experience and productivity
Authors: Keillor Bruce D. , Bashaw R. Edward , Pettijohn Charles E.
Published: July 2002

One of the primary characteristics of the sales environment of the next century will be the proliferation of technology as an important component of the sales process. The successful salesperson of the future will be marked by an ability to incorporate and directly apply a wide range of technology in their interactions with customers. More than simple data access, sales technology is increasingly being used as a means by which the salesperson and customer interact. The overall objective of this study is to measure the attitude of salespeople toward the use of computer technology in a sales job and then ascertain the relationship between these attitudes and a salesperson’s job experience and productivity. The results of the study outline important managerial implications related to introducing and implementing new technology uses within a salesforce.
Relationships between SERVQUAL dimensions and organizational performance in the case of a business‐to‐business service
Authors: Mehta Subhash C. , Durvasula Srinivas
Published: July 2002

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a cross‐section sample of 114 business organizations in Singapore, which regularly utilize ocean freight services for their export needs, the study asked shipping lines for their heaviest used export routes and provide their overall evaluation of services provided by their preferred suppliers. Respondents also evaluated various interfacing departments in the shipping line and SERVQUAL measures on various service quality dimensions. This study identifies the various strengths and weaknesses of the interfacing departments as well as in‐service quality determinants. Further, the relationships between overall line performance, service quality, as well as specific customer service interfacing departments are examined. The findings have important implications for shipping lines’ marketing strategies. Though conducted in Singapore, the study is equally applicable to other Asian environments and NICs where many of the same lines are offering freight services to the exporting organizations.
The network approach in analyzing international marketing and purchasing operations: a case study of a European SME’s focal net 1992‐95
Authors: Tikkanen Henrikki
Published: July 2002

In this paper, the basic tenets of the European industrial networks research tradition are introduced. It is argued that the network approach offers a particularly powerful descriptive tool for analyzing contemporary interorganizational business exchange. The network approach is applied in a case study of a Finnish SME sector furniture manufacturer’s focal net. The case study should be understood as an example of how the network approach can generate meaningful analyses and provide practical implications for capability development, marketing and purchasing, and strategy development.
Effects of relationalism and readiness on EDI collaboration and outcomes
Authors: Holmes Terence L. , Srivastava Rajesh
Published: July 2002

Though the popular business press and many EDI industry practitioners have repeatedly heralded the explosive growth of EDI, the diffusion of this technology has never reached predicted levels. Seeks to fill this gap in the EDI literature by investigating how two variables (relational norms and readiness to do EDI) affect the EDI initiating firm’s implementation strategy and how these variables and strategy affect EDI performance. Develops testable hypotheses. Indicates the measures constructed to test the hypotheses empirically in a sample survey of EDI‐knowledgeable informants. Shows that when greater relationalism is present between the firms more collaborative (i.e. supportive) implementation strategies are used. Suggests that collaborative strategies and readiness to do EDI lead to better outcomes. Discusses the managerial implications of these findings and future research opportunities.
What is a professional service? A conceptual review and bi‐national investigation
Authors: Thakor Mrugank V. , Kumar Anand
Published: July 2002

Although interest in the marketing of professional services has grown steadily, there is still confusion over which services should be considered professional. Perceptions are important for marketing practitioners because consumers are likely to respond differently to stimuli such as advertising or price promotions depending on how they perceive the occupation engaged in such activities, and they may also be more price sensitive when occupations are not regarded as professions. Understanding how consumers determine which occupations are “professions” should also help practitioners to effectively manage their occupations’ images. In addition, such an understanding should help researchers to judge whether results obtained with respect to one service should be expected to extend to other services, and to ensure that services picked for inclusion in future studies are truly those likely to be perceived as professional. This study uses a US and a Canadian sample to survey consumer perceptions of the professionalism of 42 services selected from the overall population of services. It also tests for the first time the validity of several propositions regarding professional services that have long been assumed to be true.
Customer satisfaction with services: putting perceived value into the equation
Authors: McDougall Gordon H.G. , Levesque Terrence
Published: July 2002

This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.
Advances in the internal marketing concept: definition, synthesis and extension
Authors: Rafiq Mohammed , Ahmed Pervaiz K.
Published: July 2002

Over 20 years ago internal marketing was first proposed as a solution to the problem of delivering consistently high service quality. However, despite the rapidly growing literature, very few organisations actually implement the concept in practice as there does not, as yet, exist a single unified concept of what is meant by internal marketing. Critically examines the internal marketing concept and delineates its scope by tracing the major developments in the concept since its inception. The literature review suggests three major phases in the development of the concept, namely an employee motivation and satisfaction phase, a customer orientation phase, and a strategy implementation/change management phase. Proposes a definition and a set of core criteria that are essential features of an internal marketing program. Also explores the interrelationship between the proposed criteria and suggests a framework for empirical investigation of the IM concept in the context of services marketing. Discusses managerial implications arising from the proposed definition and model of internal marketing.
An investigation of marketing problems across service typologies
Authors: Clemes Michael , Mollenkopf Diane , Burn Darryl
Published: July 2002

Focuses on the commonly cited marketing problems that arise from the special characteristics of services. Empirically tests for the differing impact of these problems among service organizations, by assessing marketing managers’ perceptions about the problems that their organizations face. Results suggest that managers from three main service typologies (based on Silvestro et al’s 1992 classification scheme) do perceive differences in the degree of impact the problems have on their organizations. The findings and their strategic implications for marketing managers are discussed, along with limitations and future areas of research.
Customer involvement in the selection of service specifications
Authors: Swan John E. , Bowers Michael R. , Grover Rajan
Published: July 2002

Many types of services involve a sequence in which customers choose a service provider followed by selection of service specifications, that is selecting when and how the service will be performed. Specifications selection can be dominated by the provider, the customer or the customer and provider can jointly select specifications. Customer satisfaction results if specifications selection meets customer expectations of the provider‐customer role. Specifications selection unfolds as a process where information is exchanged between the customer and provider and the provider can be more or less customer oriented. Effective information exchange and a strong customer orientation by the provider contribute to customer satisfaction. Customers make attributions of provider or customer responsibility for specifications selection depending on the type of specifications selection that occurs and provider provision of specifications information. Customers who attribute specification selection to their decisions assume responsibility for the specifications selected.
Improving service firm performance
Authors: Gray Brendan J. , Matear Sheelagh , Matheson Philip K.
Published: July 2002

Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research which compares the market orientations of goods and service firms. The results of this study, based on a large multi‐industry sample of New Zealand companies, suggest that to improve business performance service firms should develop information systems to track profitable customers and products, develop a corporate culture which emphasises the needs of stakeholders, and develop policies to encourage ethical conduct. To improve marketing performance firms should improve their levels of market orientation, develop a corporate culture which emphasises the marketing concept and innovation, adopt more proficient new product development processes and explore the possibilities of electronic commerce.
Video Dial Tone
Authors: Rust Roland T. , Oliver Richard W.
Published: July 2002

Video dial tone (VDT) is the name for a revolution in wide‐area
interactive multimedia communication. Technical advances in
telecommunications and recent judicial rulings make possible a wide
variety of two‐way video‐based information services available anytime,
anywhere. These new services will transform the business environment,
especially marketing, and will also result in a “consumer power”
revolution, in which the consumer has more information, and more
leverage, than ever before. The major changes precipitated by VDT will
create major opportunities for marketers who are quick to capitalize on
those changes.
Service recovery: Impact on satisfaction and intentions
Authors: Spreng Richard A. , Harrell Gilbert D. , Mackoy Robert D.
Published: July 2002

Examines the relative importance of service recovery in determining
overall satisfaction and behavioral intentions. Recommendations include
suggestions for implementing a service recovery program and for
encouraging dissatisfied customers to complain.
Waiting time delays and customer satisfaction in supermarkets
Authors: Tom Gail , Lucey Scott
Published: July 2002

Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.
Marital influence in the decision ‐making process for services
Authors: Royne Stafford Marla
Published: July 2002

Spousal influence in the decision‐making process has been studied by marketing researchers for many years. Although the knowledge base has increased substantially on this topic, the empirical research has generally focussed on goods. As services continue to dominate the gross domestic product, understanding marital influence in the decision‐making process for services becomes critical. Reports an initial study of the relative influence of husbands and wives and the decision‐making process for four different services. Results suggest that for experiential services, joint decision making is the norm. However, for services higher in credence qualities, role specialization tends to occur during the decision‐making process.
A model of financial securities salespersons’ job stress
Authors: Cameron Montgomery Daniel , Blodgett Jeffrey G. , Barnes James H.
Published: July 2002

According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.
Demographic discriminators of service quality in the banking industry
Authors: Royne Stafford Marla
Published: July 2002

Service quality continues to be a significant issue in the banking industry. Because money and other financial services are generally undifferentiated products, banks are continually striving for increased service quality in order to achieve and maintain a competitive edge. Critical to the improvement of service quality is the determination of those service quality characteristics considered important by consumers. Moreover, it is necessary to understand which of those elements of service quality are more important to different groups of customers. Reports a study that identifies distinct elements of bank service quality and ascertains which of those elements are most important to different demographic groups.
SERVQUAL revisited: a critical review of service quality
Authors: Asubonteng Patrick , McCleary Karl J. , Swan John E.
Published: July 2002

As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).
Service provider training programs at odds with customer requirements in five‐star hotels
Authors: McColl‐Kennedy Janet R. , White Tina
Published: July 2002

Service providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve customer service. Customers, on the other hand, are demanding greater levels of service. The importance of customer expectations of service quality has been acknowledged. However, there are relatively few studies which address the extent to which customer expectations of service quality and their subsequent assessment of the service compares with that of the service providers and even fewer which try to redress the issue through training programs. Builds on the existing literature and reports the results of a three‐phased study which investigates the mismatch between customers’ and employees’ assessments of service in five‐star hotels. Concludes with practical implications and recommendations for service provider training programs.
Strategic pricing differentiation in services: a re‐examination
Authors: Mitra Kaushik , Capella Louis M.
Published: July 2002

Presents various aspects of price discrimination in the context of services marketing. Provides a mathematical model which takes demand‐related variables, competitive factors and basic costs into consideration. Factors affecting price discrimination are studied under service intrinsic factors and extrinsic/environmental factors. Also presents mathematical models to demonstrate the viability of price discrimination under different capacity utilization and demand constraint scenarios. Finally, provides the managerial implications of the models along with directions for future research.
A cross‐sectional test of the effect and conceptualization of service value
Authors: Cronin J. Joseph , Brady Michael K. , Brand Richard R. , Hightower Roscoe , Shemwell Donald J.
Published: July 2002

Focusses attention on service value as a construct which may help explain consumer decision making; however, to date this attention has been largely conceptual. Finds from the results of two empirical studies that models of consumer decision‐making which include service value explain significantly more variance in purchase intentions than models which include only service quality or cost factors, and the means by which consumers form service value perceptions is best depicted as a cognitive addition process.
Source expertise versus experience effects in hospital advertising
Authors: Braunsberger Karin , Munch James M.
Published: July 2002

Previous research concerning relevant source characteristics has often confounded source expertise and source experience. This study examines whether these two source attributes have differential effects on consumer attitudes. A laboratory study based on a 2 (high/low expertise) 2 (high/low experience) factorial design was conducted. The results indicate that: consumers can distinguish between endorser expertise and experience; information communicated by an endorser high in expertise as compared to one low in expertise leads to more positive attitudes toward the endorser and the advertisement; and even though consumers can discriminate between low and high experience endorsers, no effects on attitudes toward the endorser and the advertisement can be shown. Since it seems to be more difficult for consumers to assess experience than expertise and consumers seem to discount an experienced source as being too subjective and/or not knowledgeable enough, choosing an expert endorser might be more effective for certain target markets.
Advertising appeals used by services marketers: a comparison between Hong Kong and the United States
Authors: Ha Louisa
Published: July 2002

Both Hong Kong and the USA are capitalistic open markets with a highly developed service industry. This study examines the advertising appeals used by services marketers in these two markets and compares the advertising appeals used by experience services and credence services. In addition to a modified set of Resnik and Stern’s (1977) information cues, the association attributes and terminal values conveyed in services advertisements were examined. Although services advertising seems to show quite a number of market differences in the choice of information cues, association attributes, and terminal values, most of these differences diminish when the service type is controlled.