Showing papers in "Journal of Marketing in 1992"
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...
9,593 citations
TL;DR: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees as mentioned in this paper, where the authors propose a typology for service organizations.
Abstract: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The abili...
5,831 citations
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
Abstract: Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Baro...
5,404 citations
TL;DR: New organization forms, including strategic partnerships and networks, are replacing simple market-based transactions and traditional bureaucratic hierarchical organizations as discussed by the authors, and the historical market is changing with the emergence of new organization forms.
Abstract: New organization forms, including strategic partnerships and networks, are replacing simple market-based transactions and traditional bureaucratic hierarchical organizations. The historical marketi...
2,823 citations
TL;DR: In this article, transaction cost analysis is rapidly becoming an important theoretical paradigm in marketing, and the accumulation of transaction cost studies has been accompanied by a growing body of critici c...
Abstract: Transaction cost analysis is rapidly becoming an important theoretical paradigm in marketing. However, the accumulation of transaction cost studies has been accompanied by a growing body of critici...
2,364 citations
TL;DR: Agency and related theories have proven useful as theoretical frameworks for examining relationships between principals and their agents in many disciplines as mentioned in this paper. However, though marketing involves a wide range of activities, it also involves a large amount of human interaction.
Abstract: Agency and related theories have proven useful as theoretical frameworks for examining relationships between principals and their agents in many disciplines. However, though marketing involves a wi...
1,104 citations
TL;DR: A broadened perspective is presented that highlights the complexity of this phenomenon and suggests that first-mover status may or may not produce sustainable advantages because of a multiplicity of controllable and uncontrollable forces.
Abstract: Numerous conceptual and empirical studies advance the notion that first movers achieve long-term competitive advantages. These studies purport to demonstrate the presence of a systematic direct rel...
1,005 citations
TL;DR: In this article, the authors examine the issue in terms of customer service and examine the issues of customer satisfaction/dissatisfaction in marketing practitioners and academicians in particular, practitioners and academics.
Abstract: Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, practitioners and academi...
820 citations
TL;DR: In this paper, the authors address a key controversy in the marketing literature about the suitability of global standardization and present an empirical investigation of the differences between firms that emphasize global standardisation and those that do not.
Abstract: The authors address a key controversy in the marketing literature about the suitability of global standardization. An empirical investigation of the differences between firms that emphasize global ...
796 citations
TL;DR: Many academic disciplines are approaching the study of ethics from a cognitive orientation by exploring the moral reasoning processes individuals use to make ethical judgments as mentioned in this paper, and many of these disciplines are interested in exploring the process of making ethical judgments.
Abstract: Many academic disciplines are approaching the study of ethics from a cognitive orientation by exploring the moral reasoning processes individuals use to make ethical judgments. The authors empirica...
724 citations
TL;DR: In this article, the authors develop a theory of competitive rationality that proposes that a firm's success depends on the imperfect procedural rationality of its marketing planners, and that the success of a firm depends on its own imperfect rationality.
Abstract: The author develops a theory of competitive rationality that proposes a firm's success depends on the imperfect procedural rationality of its marketing planners. Theories of economic psychology and...
TL;DR: In this paper, the process of knowledge utilization within firms has come to be viewed as an increasingly important area for research in light of its implications for organizational effectiveness, and the authors propose a framework for this area.
Abstract: The process of knowledge utilization within firms has come to be viewed as an increasingly important area for research in light of its implications for organizational effectiveness. However, our cu...
TL;DR: On the basis of power theory, theory of relational exchange, and related literature from the fields of organizational behavior, political science, and communications, a set of hypotheses are derived in this paper.
Abstract: On the basis of power theory, theory of relational exchange, and related literature from the fields of organizational behavior, political science, and communications, a set of hypotheses are derive...
TL;DR: The establishment of electronic information interchange linkages between channel members offers significant potential for the transformation of their relationship, with significant benefits for all channel members as mentioned in this paper, with significant benefit for all.
Abstract: The establishment of electronic information interchange linkages between channel members offers significant potential for the transformation of their relationship, with significant benefits for all...
TL;DR: McCarthy's 4P classification of the marketing mix instruments has received wide acceptance in past decades as discussed by the authors, however, increasing criticism has been voiced, among other reasons becau...
Abstract: McCarthy's 4P classification of the marketing mix instruments has received wide acceptance in past decades. In recent years, however, increasing criticism has been voiced, among other reasons becau...
TL;DR: In this article, a probabilistic model was developed and applied to identify currently nonexporting manufacturers with a relatively high potential for future exports, and the proposed model included a new model to identify the companies with the highest export potential.
Abstract: The authors develop and apply a probabilistic model designed to identify currently nonexporting manufacturers with a relatively high potential for future exports. The proposed model includes a new ...
TL;DR: The authors present a framework and method for addressing the new product channel choice decision and demonstrate its use with an application for a new industrial product and provide an illustrative application to demonstrate its managerial usefulness.
Abstract: The authors present a framework and method for addressing the new product channel choice decision and demonstrate its use with an application for a new industrial product. First, on the basis of ex...
TL;DR: In this paper, the authors have discussed the possibility of a marketing science and have presented their visions to describe the characteristics of such a science, but these visions must come to reality.
Abstract: Numerous authors have discussed the possibility of a marketing science and have presented their visions to describe the characteristics of such a science. Fundamentally, these visions must come to ...
TL;DR: In mature industrial markets, segmenting customers on size, industry, or product benefits alone is rarely sufficient as mentioned in this paper, and customer behavior in terms of tradeoffs between price and service is an importa...
Abstract: In mature industrial markets, segmenting customers on size, industry, or product benefits alone is rarely sufficient. Customer behavior in terms of tradeoffs between price and service is an importa...
TL;DR: In this article, the author responds to the comments by Peter and by Zinkhan and Hirschheim on his 1990 JM article, “Truth in Marketing Theory and Research.
Abstract: The author responds to the comments by Peter and by Zinkhan and Hirschheim on his 1990 JM article, “Truth in Marketing Theory and Research.”
TL;DR: In this article, the authors investigate the attributional processes involved in marketing planning using MARKSTRAT, a marketing simulation game, as a research setting, and find that decision makers are likely to...
Abstract: The authors investigate the attributional processes involved in marketing planning. Using MARKSTRAT, a marketing simulation game, as a research setting, they find that decision makers are likely to...
TL;DR: In this paper, Hunt's 1990 interpretation of scientific realism is compared with the relativistic/constructionist view previously introduced in this journal, and some similarities are found, the two views diff...
Abstract: Hunt's 1990 interpretation of scientific realism is compared with the relativistic/constructionist view previously introduced in this journal. Though some similarities are found, the two views diff...
TL;DR: In this paper, the authors examine gender differences in job-reconstruction performance of the female salesperson in industrial salesforce and find that women are more likely to experience discrimination.
Abstract: The rapid influx of women into the industrial salesforce over the last decade has created a need to upgrade understanding of the female salesperson. The authors examine gender differences in job-re...
TL;DR: Aaker as discussed by the authors provides a valuable contribution to the practice of product/brand management by synthesizing current thinking in this area, and sets forth four objectives for the book (p. xi):
Abstract: Few topics have captured as much attention among both practitioner and academic communities as brand equity. On the basis of input from senior marketing executives, brand equity has risen to the top of the Marketing Science Institute's list of research priorities. Dozens of studies are in progress that explore a wide range of issues associated with this topic. What is particularly fascinating about knowledge development in this area is the breadth of approaches and perspectives being taken. Seldom does one topic appeal to so many communities. Indeed, studies related to brand equity are being undertaken from consumer, managerial, and financial perspectives and involve methods ranging from mathematical modeling to qualititative analyses of depth interviews. At least one implication of this level of attention is clear-we will be hearing and reading much about brand equity in the foreseeable future. In the midst of all this fanfare, however, is the quiet concern that we may actually know more about brand equity than we realize. Enter Managing Brand Equity. David Aaker's book provides a valuable contribution to the practice of product / brand management by synthesizing current thinking in this area. The author sets forth four objectives for the book (p. xi):
TL;DR: In this article, a survey of 145 reseller buyers was used to study how brand entry order into new categories affects reseller buyer attitudes toward new items and the literature on pioneer brand advantage.
Abstract: A national survey of 145 reseller buyers was used to study how brand entry order into new categories affects reseller buyers’ attitudes toward new items. The literature on pioneer brand advantage i...
TL;DR: In this article, a sample of 561 persons judged the age and attractiveness of the models in 50 cigarette ads and found that 17 percent of them were significantly younger than 25 years of age.
Abstract: A sample of 561 persons judged the age and attractiveness of the models in 50 cigarette ads. Seventeen percent of the models were perceived, on average, to be significantly younger than 25 years of...
TL;DR: In this paper, a model of the negotiation process is developed and tested on a sample of buyers and sellers of contract motor carrier services, and support is found for the relationships that indicate buyers and sell...
Abstract: A model of the negotiation process is developed and tested on a sample of buyers and sellers of contract motor carrier services. Support is found for the relationships that indicate buyers and sell...
TL;DR: A story drawn from my personal experience as mentioned in this paper illustrates the importance of service quality in marketing services, which is the core of service marketing: reliability, keeping the service promise, and service quality is the foundation of services marketing.
Abstract: Because Marketing Services opens with some stories about service quality, it may be appropriate for me to open this review with a story drawn from my personal experience. I have been waiting 25 years for this opportunity. Upon completing active duty service in the military in 1965, I was driving home across country when my VW broke down about 30 miles outside Kingman, Arizona. Fortunately, the local Indian agent's residence was less than a mile away; so, I trudged through the dust, cranked up the agent's phone, and called AAA for a tow. Once at the dealer's, I discovered that the part needed was unavailable, but could be sent down by bus from Las Vegas the following morning. Further, the cost of the part would consume all my remaining cash-this was before the advent of plastic money. What to do? Dusty and depressed, I went to a nearby bank, where I spoke to a man not much older than myself and told him my story. Would he cash a check drawn on a San Francisco bank? He called WellsFargo long distance to verify my account balance, cashed my check, and wished me good luck. Not only was there no charge for negotiating an out-of-town, much less out-of-state check, but he did not even charge me for the phone call. That was well before I became a marketing professor, so I did not record the name of the bank or the individual who helped me, but I remember the entire episode as though it were yesterday. This story, like the four striking vignettes with which Berry and Parasuraman open their book, serves to \"... underscore our central argument in this book: the essence ofservices marketing is service. Service quality is the foundation of services marketing\" (p. 4). The physicians have taken their own medicine and heeded well their own admonition, which they restate in the final chapter (p. 175): \"The core of service quality is reliability-keeping the service promise.\" That they have done, by presenting a highly focused, single-minded prescription for success in services marketing: competing through quality. To comprehend that focus, it is important to understand what this book is not and what it is.