Basics of qualitative research: Grounded theory procedures and techniques

计量经济分析 = Econometric analysis

From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing

This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action. The authors develop a conceptual model of the antecedents and consequences — customer, firm, and societal — of CEBs. The authors suggest that firms can manage CEBs by taking a more integrative and comprehensive approach that acknowledges their evolution and impact over time.

https://papers.ssrn.com/sol3/Delivery.cfm/SSRN_ID2340164_code1783641.pdf?abstractid=2340164&mirid=1&type=2

Customer Engagement Behavior: Theoretical Foundations and Research Directions

This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action. The authors develop a conceptual model of the antecedents and consequences—customer, firm, and societal—of CEBs. The authors suggest that firms can manage CEBs by taking a more integrative and comprehensive approach that acknowledges their evolution and impact over time.

Customer engagement behavior : Theoretical foundations and research directions

Purpose – Effective and efficient supply chain management is critical to the success of firms engaging in e‐commerce. The purpose of this paper is to examine the impact of logistics capability and logistics outsourcing on firm performance in an e‐commerce market environment.Design/methodology/approach – This research examines the relationship between firm's logistics capability, logistics outsourcing and its performance. Multiple‐item constructs are used to measure the strength of logistics capability and firm performance. The use of logistics outsourcing is represented by a dichotomous variable. Data obtained via a survey were analyzed to investigate relationships among constructs and various hypotheses were tested.Findings – Study results revealed logistics capability to be positively related to firm performance in the e‐commerce market. However, counter‐intuitively, logistics outsourcing and firm performance were not found to be positively linked. Further, the association between logistics capability a...

Logistics capability, logistics outsourcing and firm performance in an e‐commerce market

The Effects of Logistics Capabilities and Strategy on Firm Performance

Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.

The antecedents of consumer expectations of services: an empirical study across four industries

The advent of the Internet and electronic communications has enabled companies to be more responsive to their customers. However, the same technological advancements are changing the marketplace and providing an impetus for changes in strategic alliance and partnership structures. Successful leaders of the future will have to understand how to operate in the new marketplace and within the evolving organizational structures where alliances and partnerships are changing. The purpose of this article is to shed light on the current and future organizational structures in the logistics industry. Toward that end, traditional supply chain management (SCM), electronic supply chain management (eSCM), and the resulting impact on strategic alliances and partnerships will be explored. Additionally, considering the inherent ability of the eSC to be dynamic and adaptable, the new type of leader that is likely to be most successful in this new structure is discussed.

The electronic supply chain: Its impact on the current and future structure of strategic alliances, partnerships and logistics leadership

Although the augmented service offering model is a popular descriptive paradigm in marketing, little research has been done to empirically test its relationships with service quality in the service industries. The augmented service offering includes the core services and peripheral services offered by the firm, the service delivery system used to deliver these services, and the related promotional communications with customers. The present research investigates the relationships between these elements of the augmented service offering on one hand, and both measures of actual objective service quality and customerperceived service quality on the other. In general, the results imply the importance of a consumer behavior focus for managing, modeling, or doing research on the augmented service offering. The results also strongly support contingency theory, in that augmented service dynamics and managerial recommendations depend on whether objective service quality or customer-perceived service quality is being considered.

John Ozment

Papers

Logistics capability, logistics outsourcing and firm performance in an e‐commerce market

The Effects of Logistics Capabilities and Strategy on Firm Performance

The antecedents of consumer expectations of services: an empirical study across four industries

The electronic supply chain: Its impact on the current and future structure of strategic alliances, partnerships and logistics leadership

The Augmented Service Offering for Perceived and Actual Service Quality