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Business Administration, Management, and Operations Commons™
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- Keyword
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- Classification scheme (1)
- Competitive advantage (1)
- Consumer-Behavior (1)
- Customer Participation (1)
- Entrepreneurial orientation (1)
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- Indicators (1)
- Intangible resources (1)
- Model (1)
- Motivation (1)
- Operations strategy (1)
- Perspective (1)
- Pharmaceuticals industry (1)
- Quality (1)
- Responses (1)
- Satisfaction (1)
- Service management (1)
- Similarity (1)
- Supplier relations (1)
- Supply chain management (1)
- Taxonomy (1)
- Trust (1)
- United States of America (1)
Articles 1 - 3 of 3
Full-Text Articles in Business Administration, Management, and Operations
How Fairness Garners Loyalty In The Pharmaceutical Supply Chain: Role Of Trust In The Wholesaler-Pharmacy Relationship, Thani Jambulingam, Ravi Kathuria, John R. Nevin
How Fairness Garners Loyalty In The Pharmaceutical Supply Chain: Role Of Trust In The Wholesaler-Pharmacy Relationship, Thani Jambulingam, Ravi Kathuria, John R. Nevin
Business Faculty Articles and Research
Purpose
– The purpose of this paper is to understand how fairness garners loyalty by breeding trust in the pharmaceutical wholesaler‐pharmacy relationship. Specifically, the paper seeks to understand if the two dimensions of fairness – procedural and distributive – contribute differently in fostering the two types of trust – credibility and benevolence. The paper further aims to examine how the two dimensions of trust mediate the fairness‐loyalty relationship.
Design/methodology/approach
– Data from 156 retail pharmacies on their relationship with the pharmaceutical wholesalers are used to test the hypotheses. The mediation models are tested using the Barron and Kenny procedure.
Findings …
Entrepreneurial Orientation As A Basis For Classification Within A Service Industry: The Case Of Retail Pharmacy Industry, Thanigavelan Jambulingam, Ravi Kathuria, William R. Doucette
Entrepreneurial Orientation As A Basis For Classification Within A Service Industry: The Case Of Retail Pharmacy Industry, Thanigavelan Jambulingam, Ravi Kathuria, William R. Doucette
Business Faculty Articles and Research
To date, service classification research has primarily taken a macro view, creating service typologies or taxonomies by using dimensions such as customer contact or degree of labor intensity. Such classification schemes, though helpful in deciphering critical management issues and positioning strategies between service industries, tend to treat an entire industry, such as airlines, as a single homogenous entity. However, organizations in the same industry often use intangible resources, such as entrepreneurial orientation processes, to compete with one another. Resource-advantage theory suggests that organizations utilize intangible resources to build long-term strategies and a sustainable competitive advantage leading to superior performance. We …
Gaining Compliance And Losing Weight: The Role Of The Service Provider In Health Care Services, Stephanie Dellande, Mary C. Gilly, John L. Graham
Gaining Compliance And Losing Weight: The Role Of The Service Provider In Health Care Services, Stephanie Dellande, Mary C. Gilly, John L. Graham
Business Faculty Articles and Research
This research provides and empirically tests a conceptualization of health care services in which customer compliance outside of the service organization is necessary for successful health outcomes. Using data from service providers and customers in a weight-loss clinic, the authors examine the provider's role in gaining customer compliance. They find that provider expertise and attitudinal homophily play a role in bringing about customer role clarity, ability, and motivation. This study demonstrates that compliance leads to goal attainment, which results in satisfaction. More important, compliance also leads to satisfaction directly; consumers who comply with program requirements have greater satisfaction with the …