According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

行銷硏究 : Marketing research

This article presents a critique of a number of shortcomings with the technology acceptance model (TAM) and points to specific remedies in each case. In addition, I present a model for the purposes of providing a foundation for a paradigm shift. The model consists first of a decision making core (goal desire → goal intention → action desire → action intention) that is grounded in basic decision making variables/processes of a universal nature. The decision core also contains a mechanism for self-regulation that moderates the effects of desires on intentions. Second, added to the decision making core are a number of causes and effects of decisions and self-regulatory reasoning, with the aim of introducing potential contingent, contextual nuances for understanding decision making. Many of the causal variables here are contained within TAM or its extensions; also considered are new variables grounded in emotional, group/social/cultural, and goal-directed behavior research.

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The Legacy of the Technology Acceptance Model and a Proposal for a Paradigm Shift

This paper reviews the empirical evidence of the effect of credibility of the message source on persuasion over a span of 5 decades, primarily to come up with recommendations for practitioners as to when to use a high- or a low-credibility source and secondarily to identify areas for future research. The main effect studies of source credibility on persuasion seem to indicate the superiority of a high-credibility source over a low-credibility one. Interaction effect studies, however, show source credibility to be a liability under certain conditions. The variables found to interact with source credibility are categorized into 5 categories: source, message, channel, receiver, and destination variables. The most heavily researched variables have been the message and receiver variables. Implications for marketers/advertisers and suggestions for future research are discussed.

The Persuasiveness of Source Credibility: A Critical Review of Five Decades' Evidence

Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically using structural equation modeling. The data used in the study are included in The Norwegian Customer Satisfaction Barometer. The paper concludes by claiming that for complex services, corporate image and customer satisfaction are not two separate routes to customer loyalty. Corporate image impacts customer loyalty directly whereas customer satisfaction does not. This finding was consistent with high and low service expertise. These results challenge the disconfirmation paradigm which predicts customer satisfaction as the primary route to customer loyalty. From a managerial perspective, information regarding the relative strength of the two routes is vital with regard to resource allocation in order to improve customer loyalty.

Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.

Service quality in the banking industry: an assessment in a developing economy

Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

The authors assess the extant research in the area of celebrity endorsement and point out the need for continuing research in celebrity marketing. Suggestions for future research are made in a wide breadth of areas, spanning from celebrity endorsements to novel areas of celebrity branding. The authors propose three celebrity-branding strategies and discuss the factors that may influence their effectiveness. Other areas for future research in celebrity marketing that are discussed include ethical marketing to vulnerable consumers and social marketing. The authors conclude with suggestions regarding theories and methods that can be used for future research in celebrity marketing.

Celebrity Endorsements and Beyond: New Avenues for Celebrity Branding

This paper examines the tenability of a two-dimensional (tension and energy) formulation of fear arousal effects in the context of print advertising. Intuitively, stimulation of fear parallels a tw...

Rajan Nataraajan

Papers

Service quality in the banking industry: an assessment in a developing economy

Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

Celebrity Endorsements and Beyond: New Avenues for Celebrity Branding

Fear Appeals in Print Advertising: An Analysis of Arousal and Ad Response

The Role of Regulatory Focus in the Experience and Self-Control of Desire for Temptations