Basics of qualitative research: Grounded theory procedures and techniques

Marketing inherited a model of exchange from economics, which had a dominant logic based on the exchange of “goods,” which usually are manufactured output The dominant logic focused on tangible resources, embedded value, and transactions Over the past several decades, new perspectives have emerged that have a revised logic focused on intangible resources, the cocreation of value, and relationships The authors believe that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision rather than goods is fundamental to economic exchange The authors explore this evolving logic and the corresponding shift in perspective for marketing scholars, marketing practitioners, and marketing educators

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Evolving to a New Dominant Logic for Marketing

Measurement invariance is usually tested using Multigroup Confirmatory Factor Analysis, which examines the change in the goodness-of-fit index (GFI) when cross-group constraints are imposed on a measurement model. Although many studies have examined the properties of GFI as indicators of overall model fit for single-group data, there have been none to date that examine how GFIs change when between-group constraints are added to a measurement model. The lack of a consensus about what constitutes significant GFI differences places limits on measurement invariance testing. We examine 20 GFIs based on the minimum fit function. A simulation under the two-group situation was used to examine changes in the GFIs (ΔGFIs) when invariance constraints were added. Based on the results, we recommend using Δcomparative fit index, ΔGamma hat, and ΔMcDonald's Noncentrality Index to evaluate measurement invariance. These three ΔGFIs are independent of both model complexity and sample size, and are not correlated with the o...

Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. Th...

The behavioral consequences of service quality

计量经济分析 = Econometric analysis

The authors develop a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework (1) uses a multidimensional conceptualization for the trustworthiness construct; (2) incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices; and (3) specifies value as a key mediator of the trust–loyalty relationship. The authors test the proposed model using data from two service contexts—retail clothing (N = 264) and nonbusiness airline travel (N = 113). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the authors find evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust. For frontline employees, benevolent b...

Consumer Trust, Value, and Loyalty in Relational Exchanges:

The authors propose a framework for understanding key mechanisms that shape satisfaction in individual encounters, and loyalty across ongoing exchanges In particular, the framework draws together two distinct approaches: (1) agency theory, rooted in the economic approach, that views relational exchanges as encounters between principals (consumers) and agents (service providers) and (2) trust research that adopts a psychological approach toward consumer-provider relationships In so doing, the authors specify how trust mechanisms cooperate and compete with agency mechanisms to affect satisfaction in individual encounters and influence loyalty in the long run Because a multidimensional conceptualization of trust is used, the hypothesized framework offers a fine-grained understanding of the interrelated mechanisms The high level of specificity allows extraction of multiple propositions, facilitates empirical testing, and encourages theoretical development of the proposed model Several directions to guide future research are provided

Agency and trust mechanisms in consumer satisfaction and loyalty judgments

Entrepreneurial passion plays an important role in entrepreneurship, but theoretical understanding of what it is and what it does is lacking. We build on fragmented and disparate extant work to conceptualize the nature of entrepreneurial passion associated with salient entrepreneurial role identities. We also theorize the mechanisms of the experience of entrepreneurial passion that provide coherence to goal-directed cognitions and behaviors during the pursuit of entrepreneurial effectiveness.

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The nature and experience of entrepreneurial passion

Researchers and practitioners recently have given increasing attention to the antecedents and consequences of postpurchase consumer complaint intentions and behaviors. Issues pertaining to the natu...

Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues:

To understand mechanisms that govern the productivity and quality of frontline employees (FLEs), this study (1) provides a conceptual distinction between frontline productivity and quality, (2) proposes an extended role theory-based model for mapping the influence of key antecedents and consequences of FLE productivity and quality, and (3) examines the effects of coping resources—boss support and task control—in helping employees cope with the inherent productivity-quality tension in frontline jobs. Using data from 159 customer service and 147 bill collection representatives, the author examines proposed hypotheses through multiple-group path analysis. The results indicate support for the distinction between productivity and quality. Moreover, with increasing burnout levels, FLEs are found to maintain their productivity levels while their quality deteriorates directly. Relative to boss support, task control emerges as a more powerful resource in aiding FLEs in coping with role tension. Key implic...

https://www.jstor.org/stable/pdfplus/3203440.pdf

Jagdip Singh

Papers

Consumer Trust, Value, and Loyalty in Relational Exchanges:

Agency and trust mechanisms in consumer satisfaction and loyalty judgments

The nature and experience of entrepreneurial passion

Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues:

Performance Productivity and Quality of Frontline Employees in Service Organizations