bluuebunny/crossref_metadata_2025_split huggingface dataset:
Competitive environment, market orientation, and the use of relational approaches to the marketing of charity beneficiary services
Authors: Bennett Roger 
Published: January 2007

PurposeThis empirical investigation aims to examine the approaches to “beneficiary marketing” adopted by a sample of charities in sectors such as homelessness, eating disorders, domestic violence, addiction, etc., and the possible antecedents and consequences of particular marketing styles.Design/methodology/approachA mail questionnaire was sent to the heads of 618 charities or their regional offices in the UK's 20 largest cities, resulting in 172 replies. It was hypothesised that a charity's competitive market situation influenced its level of market orientation and hence its adoption of relationship marketing vis‐à‐vis beneficiaries. The impacts on marketing behaviour of an organisation's “strategic intent” and the existence of innately competitive instincts among its senior managers were explored. Possible connections between, on the one hand, market orientation and relationship marketing in relation to beneficiaries and, on the other, the same tendencies in respect of a charity's financial supporters were examined.FindingsThe results suggested that certain competitive factors known to drive conduct in the commercial domain also affected the behaviour of many of the sample charities. Organisations in the sample that were market‐orientated in relation to fundraising were also market‐orientated when they marketed their services to beneficiaries. Equally, charities that practised relationship marketing vis‐à‐vis donors also applied relationship marketing to their beneficiary marketing activities.Originality/valueThe paper adds value to pre‐existing literature concerning the alleged existence of a significant link between market orientation and performance. Additionally the research discovered a powerful connection between relationship marketing and charity client satisfaction, implying the need for charity managers to develop effective beneficiary relationship‐marketing strategy.
The impact of customer‐to‐customer interactions in a high personal contact service setting
Authors: Moore Robert , Moore Melissa L. , Capella Michael 
Published: January 2007

PurposeTo empirically examine the development and influence that customer‐to‐customer interactions (CCI) have in a high personal contact setting.Design/methodology/approachUsing responses from patrons of different hair salons, the role that salon atmospherics had on the formation of CCI was assessed. Then, the relative influence of CCI on satisfaction with the firm, loyalty to the firm and firm word‐of‐mouth, in a model of service outcomes, was examined.FindingsResults indicate that atmospherics do influence CCI, which in turn is a strong predictor of loyalty to the firm and positive word‐of‐mouth.Research limitations/implicationsCare should be taken when generalizing these findings to other service settings. It should be noted that all female respondents were generally more educated and had higher incomes than the general population.Practical implicationsThis study suggests that positive perceptions of atmospherics will lead to positive CCI effects. If managers determine that they would like to enhance the quality of CCI, they should incorporate changes to the physical settings that enhance the type of interactions they desire.Originality/valueIn terms of how to assess CCI, the authors provide a simple four‐item scale which can be used by managers to assess the degree in which their customers interact and the effect that the interaction has on their experience.
Exploring loyal qualities: assessing survey‐based loyalty measures
Authors: Rundle‐Thiele Sharyn 
Published: January 2007

PurposeThis paper sets out to provide a step towards simplifying and shortening loyalty surveys for marketers and to summarise and to categorise more than 30 survey‐based loyalty measures administered in previous academic surveys.Design/methodology/approachThis research took a step back from theory to re‐define the concept of loyalty. An exploratory perspective using two service markets was taken to examine a broad range of survey‐based loyalty measures.FindingsThe results of this research provide support for the more recent view that there are different ways in which customers can be loyal. The results of this research suggest that attitudinal loyalty could be the most important dimension for marketers to monitor. The exploratory method selected in this research suggests that dimensions of loyalty may include propensity to be loyal, behavioural intentions, complaining behaviour, resistance to competing offers, attitudinal loyalty and behavioural loyalty.Practical implicationsThere are important managerial implications arising from this research. First, loyalty should be considered as more than one thing. Second, this research has provided a step towards consolidating a wide range of survey‐based loyalty measures that exist in the academic literature, helping to simplify loyalty measurement for marketers. This research paper provides a guide of the better survey‐based measures by identifying “pure” measures of loyalty for marketers. Marketers will be able to better understand what type of loyalty a measure captures.Originality/valueValuable for marketers who can be helped to simplify and shorten their surveys by better understanding what type of loyalty a survey measure captures and which measures may be most appropriate for their needs.
The power of explanations in mitigating the ill‐effects of service failures
Authors: Mattila Anna S. 
Published: January 2007

PurposeTo examine the role of explanations in influencing customer perceptions of service failures, this study investigated the impact of two types of explanations: retrospective excuses and anticipatory excuses on customers' fairness perceptions and their tipping behaviors.Design/methodology/approachA 3 (explanation: absent, anticipatory, retrospective) × 2 (service recovery effort: no tangible compensation or 20 percent off the total bill) between‐participant design was used to test the hypotheses. Simulated dining experiences were enacted and videotaped to represent the six conditions.FindingsThe findings of this study imply that customer‐contact employees might be able to influence customer impressions by offering a causal explanation for a service failure.Research limitations/implicationsOwing to the restaurant‐oriented focus of this study, these results may not be generalizable to other service industries. Second, our stimuli involved service encounters that were clearly inadequate in terms of interactional treatment. Third, due to the research method employed in this study the dyadic nature of the service encounter is minimized. Fourth, the student sample somewhat limits the generalizability of the results.Practical implicationsThe results indicate that retrospective excuses might enhance customers' fairness perceptions more than anticipatory excuses. Yet, it is important to keep in mind that explanations for failures, even when combined with tangible compensation, are poor substitutes for inadequate interpersonal treatment.Originality/valueThe findings of this study add to the evidence that offering an explanation for a service failure can positively influence customer perceptions. Moreover, the paper introduces tipping as a surrogate of satisfaction to the service recovery literature.
The impact of involvement on satisfaction for new, nontraditional, credence‐based service offerings
Authors: Prenshaw Penelope J. , Kovar Stacy E. , Gladden Burke Kimberly 
Published: January 2007

PurposeThe purpose of this study is to examine the satisfaction formation process under conditions of varying involvement for new, nontraditional, credence‐based service offerings.Design/methodology/approachHypotheses were tested using an on‐line simulation of a service encounter, beginning with perceptions of an advertisement and continuing through satisfaction with the completed service report. ElderCare, an assurance service provided by Certified Public Accountants to the children of an elderly parent, was the context of study.FindingsThe findings indicated expectations were not influential in the satisfaction formation process for these services, regardless of involvement. Under conditions of high involvement, performance evaluation was the dominant predictor of satisfaction. Low‐involvement subjects used disconfirmation to assess satisfaction.Research limitations/implicationsLimitations of the research stem from the use of a convenience sample in a simulated service encounter. Future research should examine the influence of individual characteristics, particularly innovation, on the results. Additional research examining the determinants of model variables, from disconfirmation to involvement, across subjects in a variety of situations would also be valuable.Practical implicationsThis research suggests a heightened need to guide the consumer experience where expectations are hard to develop and performance is hard to evaluate. Providers should carefully spell out key service dimensions, provide tangible information about performance outcomes for high‐involvement individuals, and focus on emotional appeals, provider qualities and sensory aspects of the service for low‐involvement individuals.Originality/valueThis paper helps researchers and practitioners better understand the applicability of expectancy disconfirmation theory and role of involvement in the context of new, nontraditional, credence‐based services.
A service perspective on modelling intentions of on‐line purchasing
Authors: Hackman David , Gundergan Siegfried P. , Wang Paul , Daniel Kerry 
Published: January 2007

PurposeThe purpose of this study is to examine the relationships between behavioural intentions and its antecedent factors in online services settings.Design/methodology/approachData were collected from a national survey of Australians with experience purchasing online. A conceptual model linking behavioural intentions and its key antecedents was tested using partial least squares.FindingsThe results suggest that behavioural intentions are directly influenced by online service quality, online service value and online service satisfaction. Online service satisfaction, in turn, is affected by online service value and quality; whereas online service value is determined by the online service quality and related sacrifice.Research limitations/implicationsThese findings suggest that existing services marketing models developed in offline settings can be adapted to online settings to explain behavioural intentions. Although the sample included a wide range of people, generalisations of the findings should be made with caution. In addition, further scale development and theory building are needed to improve the proposed conceptual model.Practical implicationsManagerially, results of this study suggest that online service managers do not need to reinvent their business models. Instead they should modify the way in which some of the constructs like service quality are measured.Originality/valueThe study is unique in that it comprehensively addresses an extensive set of factors affecting behaviour intentions in online service contexts. Thus, it adds knowledge to the growing field of online services research.
The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions
Authors: Phillips Brendan , Tsu Wee Tan Thomas , Julian Craig 
Published: January 2007

PurposeThe research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact service workers.Design/methodology/approachA literature review is used to define and set out the main conceptual framework and propositions for further research.FindingsThree key hypotheses divided into six sub parts are set out to test the relationships between emotional dissonance and customer orientation, job satisfaction and performance.Research limitations/implicationsThe study should be extended beyond the conceptual stage by the conduct of empirical research across high contact service workers in different businesses and industries and also to explore the role of geographical and cultural settings on emotional dissonance.Practical implicationsThe managerial implications would extend to improving the recruitment of customer service employees and evaluating the effectiveness of staff training programs. It would also develop among human resources personnel a good understanding of the role of emotional dissonance and its contribution to employees' job satisfaction and performance.Originality/valueThis paper fills a gap in knowledge on the role of emotional dissonance among high contact service workers. It provides a sound multi disciplinary framework for the study of emotional dissonance in service marketing.
PILOT payments: a potential revenue source for public libraries
Authors: Nichols Jerry 
Published: January 2007

PurposeTo inform library administrators about the funds generated from tax‐exempt entities intended to support various government services, such as libraries.Design/methodology/approachUsing New York State in general, and the Brentwood Public Library in particular, the article illustrates the amount of revenue collected with the intent of funding local libraries.FindingsWhile substantial funds are collected from tax‐exempt entities, often the portion intended to support public libraries does not find its way to the libraries they support.Originality/valueAlerts library administrators to the possibility that they may not be receiving all the revenue that has been collected to support their institutions.
Potential for fee‐based library services in Pakistan
Authors: Mahmood Khalid , Hameed Abdul , Jalaluddin Haider Syed 
Published: January 2007

PurposeTo identify which library services could be provided on a fee‐based model in Pakistan.Design/methodology/approachSurveying experts in Pakistani libraries, a questionnaire was administered to determine both the types of library services that could generate revenue and the viability of charging for library services.FindingsOut of 32 identified information services, 12 were identified as excellent candidates for the fee‐based model. Another 16 were identified as having a better than 50 percent chance of success.Originality/valueIdentifies a minimum of 28 library services that may generate funds for Pakistani libraries if they are changed to a fee‐based model.
Getting beyond the pain: understanding and dealing with declining library funding
Authors: Holt Glen E. 
Published: January 2007

PurposeAims to investigate the suggestion that the library‐funding crisis is real and that it is far more serious if one looks at it as a national and international phenomenon.Design/methodology/approachSurveys recent library literature to ascertain the current health of library budgets. Specific examples are used.FindingsThe changed focus in funding libraries reflects a change in civic values and institutional approaches to funding. Rather than rely on past strategies that once worked, new initiatives need to be developed.Originality/valueSuggests five ways in which libraries can position themselves for better funding support in light of current public values.
Conversations with two of the best
Authors: Wilson John S. 
Published: January 2007

PurposeTo share the experience of two library fund‐raisers with other development officers.Design/methodology/approachUses interviews with two successful academic library fund‐raisers to have them share what they have learned.FindingsRaising funds for any institution can be one of both the hardest and the most rewarding jobs one can do. It requires a lot of personal attention and patience.Originality/valueIdentifies five key elements that should be a part of any successful development officer's job.
13 ways of looking at Googlebrary
Authors: Maxymuk John 
Published: January 2007

PurposeTo present both the pros and cons that may come from Google's recent effort to digitize vast collections from five large research libraries.Design/methodology/approachPresents several questions and issues relevant to libraries and suggests what impact Google Print may have in providing information.FindingsGoogle Print has great potential for broadening access to the world's written legacy.Originality/valueDigitization projects have been around for several years. As such, it is interesting to see how Google Print is both the same and different, and what benefits Google's digitization effort may hold for information professionals.
Fitting library services into the lives of the poor
Authors: Holt Glen E. 
Published: January 2007

PurposeThis paper sets out to provide an overview of the current state of library services to the poor, and to suggest how it can be improved.Design/methodology/approachUses examples to illustrate the gulf between how public libraries often address services to poor patrons, and the obstacles faced and services required for poor patrons to use the library.FindingsWhile many libraries think they are adequately serving their poorer constituents, often this is not the case. While one removes barriers to the traditional services one provides, determining the services they want or need is often neglected.Originality/valueUses examples of how libraries can better serve poor patrons, and offers sound advice on establishing reasonable limits in developing such services.
Development is dysfunctional …
Authors: Noel Jennings Karlene 
Published: January 2007

PurposeThis paper aims to assist and offer workarounds for dysfunctional situations in library development situations.Design/methodology/approachUses practical solutions gained from experience to avoid or deal with dysfunctional situations.FindingsDevelopment, by its very nature, is anything but straight forward. For a number of reasons, development efforts can get off track.Originality/valueSuggests practical strategies for minimizing dysfunctional elements in library development efforts.
Reading the future
Authors: Maxymuk John 
Published: January 2007

PurposeThis paper seeks to see how libraries measure up to futurists' predictions of libraries of the future.Design/methodology/approachCompares the ten points in futurist Thomas Frey's paper, “The future of libraries” with the reality of current library services.FindingsBy and large, much of what Frey predicts for future libraries is already a reality.Originality/valueConfirms that librarians and libraries are at the forefront of technology and providing information through different media and methods.
The organizational trust of elementary schools and dimensions of student bullying
Authors: Smith Page A. , Birney Larry L. 
Published: January 2007

PurposeThis research aims to analyse student bullying and faculty trust in elementary schools in the state of Texas.Design/methodology/approachTwo dimensions of school bullying (teacher protection and student bullying) and three aspects of faculty trust (in clients, colleagues and the principal) were examined.FindingsIn general, the better the organizational trust of a school, the less student bullying. In addition, the greater degree of faculty trust in a school, the more teacher protection was evident. However, as predicted, different dimensions of faculty trust were more or less important in affecting the aspects of student bullying. In addition, two simple and parsimonious research instruments designed to measure salient organizational characteristics are identified.Research limitations/implicationsThis study represents an addition to the extant literature on bullying in schools; particularly the relationship between organizational trust and school bullying. It, however, represents a beginning and not an end to the examination of school bullying and trust. Hence, questions remain. For example, what are the institutional mechanisms that foster school trust? To what extent does each of the aspects of trust examined in this study relate to school bullying as perceived by students? To what extent is the collective efficacy of the faculty related to school bullying? Does faculty gender influence teacher perceptions of organizational trust and school bullying?Practical implicationsOne of the more important findings of this study was that teacher trust in the principal did not play an important role in encouraging staff to protect students from their peers. The current research reaffirms the need for principals to assume an active role in ensuring that teachers do not disassociate themselves from attempts to monitor, regulate and confirm incidents of student aggression.Originality/valueThis study provides further groundwork to assist school administrators in identifying other areas sensitive to school‐based aggression and trust issues such as after school events, extracurricular activities and parent‐teacher interactions.
A new management element for universities: satisfaction with the offered courses
Authors: Marzo Navarro Mercedes , Pedraja Iglesias Marta , Rivera Torres Pilar 
Published: January 2007

PurposeThe university environment is experiencing important changes that have to be managed in order to ensure the university's survival. One of the most notable changes is the appearance of a new kind of student who wants to update and/or expand his/her knowledge. This has caused universities to expand their educational offer through seminars, Master's programmes, special courses. This work endeavours a dual objective: to analyse the elements that determine the attendees' satisfaction with the stated courses; and to analyse the relationship between the satisfaction experienced by the course attendees and their loyalty to the institution that offers the courses.Design/methodology/approachThe information from a survey of the attendees of these kinds of courses at a Spanish university has been used.FindingsThe work herein developed shows how the teaching staff, the teaching methods and course administration are key elements to achieving student satisfaction and their subsequent loyalty.Research limitations/implicationsThis research has been applied to a specific university, and it would be appropriate to expand the research to other institutions of higher education.Practical implicationsThe appropriate management of the determinants of satisfaction is vital to the strategic decisions of universities.Originality/valueThe work centres on the analysis framework, on a new kind of student and on these students' specific demands, specifically on the demands satisfied through short courses aimed at updating previously acquired knowledge. Most prior works focus on analysing the satisfaction with university degrees and on the educational offer that these organisations can provide, such as continuing education and/or complementary courses.