Showing papers in "Services Marketing Quarterly in 2009"
TL;DR: In this article, a framework of EBBE dimensions is developed, which represents a significant contribution to the marketing literature and holds strong relevance for service organizations around the globe, and the benefits derived from such a framework and, thereby, delivering value to the organization are manifested in brand citizenship behaviors, employee satisfaction and intention to stay with the organization, as well as positive employee word of mouth.
Abstract: Despite academics and practitioners alike promoting the positive outcomes of employees being aware of the organization's brand in the context of their work environment, there appears to be no evidence thus far to understand the impact of such brand building efforts from an employee perspective. This article promotes that there is, in fact, a third perspective of brand equity, that being Employee Based Brand Equity (EBBE). In particular, a framework of EBBE dimensions is developed herein, thus representing a significant contribution to the marketing literature and holding strong relevance for service organizations around the globe. The benefits derived from such a framework and, thereby, delivering value to the organization are manifested in brand citizenship behaviors, employee satisfaction and intention to stay with the organization, as well as positive employee word of mouth. This article sets the scene for future research within this important, but neglected, research domain.
175 citations
TL;DR: In this paper, a study was conducted at two separate NFL games where total of 558 respondents reported assessments of service quality and important dependent variables, and the results help to clarify the impact of key service quality drivers on fan satisfaction and return intentions.
Abstract: Sports organizations have begun to focus on assessing quality Rising ticket prices, skyrocketing team costs for owners, and increasing competition from other entertainment entities make service quality central SERVQUAL, as applied to a National Football League (NFL) game day concession experience is discussed in this paper Studies were conducted at two separate NFL games where total of 558 respondents reported assessments of service quality and important dependent variables The results help to clarify the impact of key service quality drivers on fan satisfaction and return intentions Results are reported and conclusions and recommendations are drawn dealing with how fans respond to the key dimensions of service
39 citations
TL;DR: In this paper, the impact of mere social presence on consumers' emotional responses and behavioral intentions toward TBSS use was investigated. And the results suggest that while boundary conditions regarding social size effects exist under which social impact theory does not hold, such effects appear to be moderated by the level of familiarity with the purchase/task situation.
Abstract: Technology based self-services (TBSS), such as airline ticket kiosks, automated hotel checkout systems, and self-scanning merchandise checkout stations, stand to become the primary interactive interface used by retailers to facilitate customer transactions. Research suggests TBSS adoption is often influenced by attitudes toward specific technologies and the degree of technological anxiety exhibited by the consumer. Yet social influence, a variable shown to play an important role in the consumption process, has received little research attention regarding its effects on attitudes toward TBSS use. Thus, a between-subjects field experiment tested the impact of mere social presence on consumers' emotional responses and behavioral intentions toward TBSS use. The results of this study suggest that while boundary conditions regarding social size effects exist under which social impact theory does not hold, such effects appear to be moderated by the level of familiarity with the purchase/task situation.
38 citations
TL;DR: In this article, the effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships of these stressors with emotional exhaustion were tested with a sample of frontline bank employees in Northern Cyprus.
Abstract: The effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships of these stressors with emotional exhaustion, are tested with a sample of frontline bank employees in Northern Cyprus. The results provide empirical support for the majority of the hypotheses. Specifically, the results suggest that supervisor support has significant negative impacts on customer verbal aggression, disliked customers, and ambiguous customer expectations. The results further suggest that coworker support alleviates disproportionate and ambiguous customer expectations. Both supervisor and coworker support exert significant effects on emotional exhaustion in the hypothesized directions. With regard to the relationships of the customer-related social stressors with emotional exhaustion, only ambiguous customer expectations have significant positive effects on emotional exhaustion. The rest of the relationships are not supported by the empirical data. Implications of the findin...
38 citations
TL;DR: In this paper, an exploratory investigation into the application of internal marketing within the professional services industry was conducted using multiple cases with seven organisations representing management consulting, accounting, law, and financial services.
Abstract: The proposition that organizations depend on employees to deliver quality services to compete and grow has been widely recognized in the services marketing literature (Gronroos, 1990; Boshoff & Tait, 1996; Zeithaml, Berry, & Parasuraman, 1996). Internal marketing (IM) refers to the way in which an organization motivates and educates its employees to behave in a customer-conscious or market-oriented manner through the application of marketing-like processes. IM is believed to contribute towards achieving organizational goals (Gilmore, 2003). The aim of the research was to conduct an exploratory investigation into the application of IM within the professional services industry. The research was conducted using multiple cases with seven organisations representing management consulting, accounting, law, and financial services. Nineteen in-depth interviews were conducted with eight internal users (client-facing personnel) and 11 enabling (marketing and human resources) practitioners. The findings indicate that...
35 citations
TL;DR: The authors categorize visitors to religious travel destinations as: (1) seekers who intend to visit both religious and secular tourist sites, (2) lotus-eaters who intended to visit only secular tourist site, (3) pilgrims who intend only religious tourist site and (4) accidental tourists who intend not to visit neither type of tourist site.
Abstract: Travelers visit destinations that are associated with organized religion for a variety of reasons. Building on Cohen's (2003) work, we categorize visitors to “religious” travel destinations as: (1) seekers who intend to visit both religious and secular tourist sites, (2) lotus-eaters who intend to visit only secular tourist sites, (3) pilgrims who intend to visit only religious tourist sites, and (4) accidental tourists who intend to visit neither type of tourist site. We use these four types of tourists to accomplish three aims: (1) explain each type of traveler, (2) explain the interaction between religious and secular elements at travel sites, and (3) provide guidelines for attracting each type of traveler.
34 citations
TL;DR: This paper found that distributive, procedural, and interactional justice all positively impact the customer's transaction-specific post-recovery satisfaction with the service organization, and ultimately, the quality of the customer-firm relationship.
Abstract: The success of marketing has increasingly become more dependent on the service quality of marketing. It is important that marketers understand how the service provided affects the future quality of the relationship. The overall goal of this study is to understand the relationships between justice perceptions, transaction-specific postrecovery satisfaction and relationship quality in a service failure/recovery encounter. Based on a sample of 138 respondents in the restaurant industry, we found that distributive, procedural, and interactional justice all positively impact the customer's transaction-specific postrecovery satisfaction with the service organization, and ultimately, the quality of the customer-firm relationship. Managerial and theoretical implications are provided.
33 citations
TL;DR: The authors propose a revised model to help explain physicians' adoption of e-detailing, based on the theoretical foundations of technology adoption models and Rogers' work on diffusion of innovations.
Abstract: Electronic detailing (e-detailing) means using digital technology by pharmaceutical companies as a means of relaying information about pharmaceutical products to physicians. This study addresses the factors that could affect the decision of physicians to adopt e-detailing technology. Based on the theoretical foundations of technology adoption models, Rogers' work on diffusion of innovations could be useful to study physicians' adoption of e-detailing. The authors propose a revised model to help explain physicians' adoption of e-detailing.
27 citations
TL;DR: In this article, a linear regression model is used to predict the overall level of consumer satisfaction with ATMs, using five direct input factors and seven moderated factors, of which the most important were found to be perceived value, trust, and perceived risk.
Abstract: Comparatively little attention has been paid to the role played by trust and perceived risk in determining satisfaction within the banking sector and in particular Automated Teller Machines (ATMs). Here, the key variables in determining satisfaction with ATMs are determined. Based on a literature review, a number of hypotheses have been developed. A linear regression model is used to predict the overall level of consumer satisfaction with ATMs. The final model uses five direct input factors and seven moderated factors, of which the most important were found to be perceived value, trust, and perceived risk. Finally, the managerial and research implications of these results are discussed.
25 citations
TL;DR: In this paper, the authors explored the relationship between customer satisfaction, service quality, and the repurchase intention dimension of consumer loyalty within higher education and examined the influence of switching costs as a mediating variable.
Abstract: The purpose of this study is to explore the relationship between customer satisfaction, service quality, and the repurchase intention dimension of consumer loyalty within higher education. The influence of switching costs as a mediating variable is also examined. The setting for the study is the online learning facet of the higher education market. While the relationship between satisfaction, service quality, and loyalty are well known, there is a gap in the literature examining this relationship within higher education. A new research framework is proposed to illustrate the relationship between the independent, mediating, and the dependent variables, and five propositions are put forth.
19 citations
TL;DR: In this paper, the impact of student's expectations on the relationship between service quality and recommendations in the context of an MBA program has been investigated, and it is shown that consumer expectations are important.
Abstract: Delivering a high level of service quality is critically important as a means of generating and maintaining loyal customers. That is, exceptional levels of service quality lead to satisfied customers that may recommend the product or service to their friends. However, there is no consensus on the moderating impact that consumer expectations may exhibit on this relationship. Rather, there are two theoretical and empirically supported streams of research. Parasuraman et al. (1988, 1994) find that consumer expectations are important, while Cronin and Taylor (1992, 1994) come to the opposite conclusion. This research attempts to partially resolve this discrepancy by testing the impact of student's expectations on the focal relationship between service quality and recommendations, in the context of an MBA program.
TL;DR: In this paper, the authors investigated the relationship between perceived service innovativeness and perceived personal control in two exploratory and confirmatory studies and found that consumers tend to find the service more predictable.
Abstract: This article investigates the relationship between perceived service innovativeness and perceived personal control in two exploratory and confirmatory studies. Three conclusions are drawn. First, when consumers perceive innovativeness in the dimensions of exterior facilities, employees, service core, and responsiveness, they tend to find the service more predictable. Second, innovativeness in the dimensions of administration, interior facilities, and technology can enhance the consumer's feeling of control over the service creation and/or delivery. Third, consumers of services with innovatively designed interior facilities, employees, and service core tend to find the offering more desirable. The findings and limitations are discussed and the directions for future research are exposed.
TL;DR: In this article, the authors used the Modified Service Profit Chain Model (MSPM) to evaluate the impact of intraservice quality on interservice quality in the Kuwaiti Telecommunications sector.
Abstract: Using the Modified Service Profit Chain Model, service quality was evaluated within the intra (assessment of employees) and inter (assessment of customers) organizational environment of the Kuwaiti Telecommunications sector. This was followed by analyzing the impact of intraservice quality on interservice quality where the key objective was to evaluate the influence of internal service environment on external service environment. The findings exhibited moderate levels of intraservice quality and interservice quality, but no support for a significant association between them. The outcome contradicts with the contemporary literature stream which could be attributed to industry structure (i.e., government backed duopoly) and corporate practices (i.e., bureaucracy and employee discrimination) within the studied sector.
TL;DR: In this article, the authors test the relationship of customer loyalty and the approach of service providers in the airtime service market in India and delves into customer psyche, and find that the attributes required for brand loyalty become more complex.
Abstract: Services are always unique from a marketing perspective due to their intangible nature. Especially in the case of a service like mobile airtime service where there is no service encounter, attributes required for brand loyalty become more complex. This article tests the relationship of customer loyalty and the approach of service providers in India. It looks into the airtime service market in India and delves into customer psyche.
TL;DR: In this article, the authors examined the service quality and performance of banks in Turkey by utilizing mystery shoppers as a benchmarking technique, and compared the quality of services offered by different types of banks (state, private, and foreign banks) to identify the strong and weak service quality areas.
Abstract: This article examines the service quality and performance of banks in Turkey. Specifically, by utilizing mystery (secret) shoppers as a benchmarking technique, the study compares the quality of services offered by different types of banks (state, private, and foreign banks) to identify the strong and weak service quality areas. Based on 351 evaluations by university students acting as mystery shoppers, the results indicate that all the banks were offering an acceptable quality of service. Using the overall mean as a benchmark, it seems that the banks are providing fairly good quality of service in most banking areas, except in building rapport and greeting and closing. Comparisons of the service quality by the three types of banks show that state banks offer lower quality service than private banks and foreign banks. Private and foreign banks offer similar quality banking services. The article also discusses the implications of the findings and the limitations of the study.
TL;DR: In this paper, the authors demonstrate that customers who had prior relationships with a seller will be less dissatisfied, more loyal, less likely to terminate doing business with that seller, and unlikely to spread negative word-of-mouth than patrons who did not have prior relationship with the seller.
Abstract: Established relationships between marketers and their clients are highly valuable to firms because they lead to customers' repeat purchase behavior and also lower the firms' operating costs. Additionally, existing relationships may cause consumers to disregard negative experiences with marketers. In this study, consumers experience an incident of poor product performance for which blame is attributable to the seller. The findings demonstrate that customers who had prior relationships with a seller will be less dissatisfied, more loyal, less likely to terminate doing business with that seller, and unlikely to spread negative word-of-mouth than patrons who did not have prior relationships with the seller. These findings have strategic implications for maintaining customer relationships and designing service recovery measures.
TL;DR: In this paper, a qualitative one-to-one and focus group interviews were conducted to investigate the use of verbal judo (VJ) in demanding customer encounters in service companies.
Abstract: This exploratory article focuses on increasing our understanding of demanding customer encounters, more specifically, detailing the use of the verbal judo (VJ) approach in such situations. It is an interpersonal technique predominantly used in police training in the U.S. The existing services marketing research provides limited guidance when encountering demanding customer situations, which tend to occur on a relatively regular basis in service companies. This study approaches the topic through qualitative one-to-one and focus group interviews. The empirical results clearly indicate that there exists a need for new approaches in demanding customer situations and that company procedures should be based on rigid and well-planned steps. The use of the VJ approach seems to increase personnel confidence and overall motivation. From a managerial perspective, VJ emphasises the importance of interpersonal communication and an empathetic service attitude. The study as a whole underlines the importance of developin...
TL;DR: In this article, the authors examined the value of using gerontographic segmentation, which is based on the older consumer's needs and life circumstances, to segment the demand for long-term care insurance.
Abstract: This article examines the value of using gerontographic segmentation, which is based on the older consumer's needs and life circumstances, to segment the demand for long-term care insurance. Respondents to two national surveys of older consumers were segmented based on age and on gerontographics, and we observed the effectiveness of each in predicting demand for long-term care insurance. The gerontographic segmentation approach proved more effective in predicting the demand for long-term care insurance. In addition, we investigated the media preferences of the different gerontographic segments in order to provide an actionable targeting approach. Although the present research does not provide a demand function or market share prediction for particular products, it suggests the value of using segmentation based on the consumer's life circumstances rather than age.
TL;DR: This article examined the attitude of U.S. consumers toward outsourcing of technical support services and found that consumers recognize the difference between the different forms of outsourcing, approve manufacturing offshore outsourcing of some manufacturing activities, but disapprove of offshore-outsourcing of services, as well as outsourcing of government services.
Abstract: This study examines the attitude of U.S. consumers toward outsourcing of technical support services. The sample consists of 188 individuals from diverse backgrounds and from different geographic regions in the U.S. who were recruited by 16 “facilitators” who formed 16 groups of 10 to 12 persons in each group. The participants, who were prescreened for familiarity with outsourcing, were presented with six different scenarios on outsourcing and a single-item Likert scaled questionnaire with a question on each scenario and were asked to indicate their agreement or disagreement with the questions. A 90 minute discussion was had after the questionnaire was completed. The results, amongst other things, indicate that consumers recognize the difference between the different forms of outsourcing, approve manufacturing offshore-outsourcing of some manufacturing activities, but disapprove of offshore-outsourcing of services, as well as outsourcing of government services. These results suggest that service managers n...
TL;DR: In this article, a study was designed to assess the marketing strategy of Ethiopian Telecommunication Corporation (ETC) in the light of an integrated framework, where structured questionnaires along with interviews were used for the purpose of data collection.
Abstract: The study was designed to assess the marketing strategy of Ethiopian Telecommunication Corporation (ETC) in the light of an integrated framework. Structured questionnaires along with interviews were used for the purpose of data collection. The selection of the respondents was carried out by using the techniques of purposive (for mobile customers) and stratified random sampling (for employees and managers). Cross-tabulations along with descriptive statistics were employed to generate the findings inline with the research objectives. It has been found that ETC maintains a corporate strategy and policy but does not formulate any strategy for marketing. Duplication of efforts had been observed among various marketing and customer service units. Additionally, the absence of internal marketing is reported within the corporation. However, the area for the study is limited to Addis Ababa, and the eight ETC regional units and their corresponding customers.
TL;DR: In this paper, the authors investigated the role of perceived price and the effects of alternative measures on the strength of the relationships in service evaluation models and found that the way perceived price is measured affects the relationship in the model.
Abstract: This study investigates the role of perceived price and the effects of alternative measures of perceived price (noncomparative or comparative) on the strengths of the relationships in service evaluation models. An extended service evaluation model is tested using alternative price measures with data from a sample of customers of a national retailer of automotive parts and services. The findings suggest that the way perceived price is measured affects the relationships in the model. Implications of the results are discussed and future research avenues are offered.
TL;DR: In this paper, a telephone survey with 2,107 respondents revealed a relatively high level of top-of-mind awareness for the major firms, regardless of transaction intention, consistent with theory of situational involvement.
Abstract: Due to the commission structure there is little price competition in residential real estate brokerage services, and the local Multiple Listing Service (MLS) equalizes access to market information among brokerages. Real estate firms are thus faced with the challenge of standing out in a crowded market with few points of real competitive differentiation. Results of a telephone survey with 2,107 respondents reveal a relatively high level of top-of-mind awareness for the major firms, regardless of transaction intention. Recall for smaller firms was correlated with transaction intention consistent with theory of situational involvement. Overall, recall appears to be linked with the use of a powerful brand symbol.
TL;DR: An exploratory study of foreigners' perceptions of encounters with local authorities and service providers in France and Sweden was conducted by as mentioned in this paper, who found that the majority of the encounters were negative.
Abstract: An exploratory study of foreigners' perceptions of encounters with local authorities and service providers in France and Sweden
TL;DR: In this paper, an experiment was conducted using a mock-up of print advertisements for attorneys and the results indicated that the positive wording (board certified) and negative wording (not board certified) of attorney board certification credentials in a print ad significantly influenced subjects in their rating of attorney credibility.
Abstract: An experiment was conducted using a mock-up of print advertisements for attorneys. The study used a sample of 309 subjects in a 2 × 2 full factorial between subjects design. The independent variables were attorney certification credentials and attorney sex. The dependent variable was source credibility, measured through the dimensions of expertise and trustworthiness. Results indicated that the positive wording (board certified) and negative wording (not board certified) of attorney board certification credentials in a print ad significantly influenced subjects in their rating of attorney credibility. That is, positive wording created a positive bias of the attorney while negative wording led to a negative bias. A significant positive bias was also found for the female attorney. Subjects rated the female attorney to be more trustworthy than the male attorney. However, there was no significant difference in perceived expertise between the male and female attorney. Interactions of independent variables and ...
TL;DR: In this paper, a study assessed whether automobile parts stores can offer a used oil recycling service to generate customer patronage and goodwill, and found that do-it-yourselfers represent an attractive market in terms of their demographic characteristics, frequency of patronage and spending, and that this service has some sustainability because it is good for business.
Abstract: Programs designed to conserve natural resources, reduce consumption of materials that adversely affect the environment, and increase recycling have been the subject of much debate concerning their value. A central issue is whether the “green is good” concept is good for both society and business. This study assessed whether automobile parts stores can offer a used oil recycling service to generate customer patronage and goodwill. The study found that do-it-yourselfers represent an attractive market in terms of their demographic characteristics, frequency of patronage and spending, and that this service has some sustainability because it is good for business.
TL;DR: In this paper, the authors examine the needs of independent musicians for specific external business services, assess their satisfaction with theses services, and explore ways of enhancing services to them, and find that given their limits in skills and resources, these artists largely depend on business services from external providers to make their musical career a business success.
Abstract: Even in an industry dominated by four large record companies, independent musicians have much to offer to the society. Yet, given their limits in skills and resources, these artists largely depend on business services from external providers to make their musical career a business success. However, despite growing interests in music related issues among marketing scholars, the marketing literature is still lacking in the amount of attention given to the needs and experiences of independent artists with providers of their external business services. The purposes of this paper were thus to examine the needs of independent musicians for specific external business services, assess their satisfaction with theses services, and explore ways of enhancing services to them.