K
Kent Grayson
Researcher at Northwestern University
Publications - 48
Citations - 5788
Kent Grayson is an academic researcher from Northwestern University. The author has contributed to research in topics: Service (business) & Session (computer science). The author has an hindex of 20, co-authored 47 publications receiving 5311 citations. Previous affiliations of Kent Grayson include London Business School.
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Journal ArticleDOI
Cognitive and affective trust in service relationships
Devon S. Johnson,Kent Grayson +1 more
TL;DR: In this article, the relative impact of service provider expertise, product performance, firm reputation, satisfaction, and similarity in influencing customer's perception of these dimensions of trust in a service provider is examined.
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Consumer Perceptions of Iconicity and Indexicality and Their Influence on Assessments of Authentic Market Offerings
Kent Grayson,Radan Martinec +1 more
TL;DR: The authors used Peirce's semiotic framework to distinguish between two kinds of authenticity, indexical and iconic, based on data collected at two tourist attractions, and showed that these cues can have a different influence on the benefits of consuming authenticity.
Journal ArticleDOI
The Dark Side of Long-Term Relationships in Marketing Services
Kent Grayson,Tim Ambler +1 more
TL;DR: In their study of marketing services relationships, Moorman, Zaltman, and Deshpande as mentioned in this paper are unable to support a hypothesized link between relational factors (such as clients' trust in their serv...
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Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer
TL;DR: In this article, the authors focus on consumers' understanding and use of the words quality and satisfaction; respondents report whether or not they think quality and customer satisfaction differ, and if so, on what dimensions or under what circumstances.
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The Intersecting Roles of Consumer and Producer: A Critical Perspective on Co-production, Co-creation and Prosumption
Ashlee Humphreys,Kent Grayson +1 more
TL;DR: The authors argue that when individuals who are traditionally defined as "consumers" produce exchange value for companies, this does not represent a fundamental change in exchange roles or economic organization, but does represent a change in the traditional roles of "producer" and "consumer".