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Articles 1 - 26 of 26
Full-Text Articles in Business
Consumer Attitude Toward Physician Practice Ownership: Propositions For Future Research, Gary Futrell
Consumer Attitude Toward Physician Practice Ownership: Propositions For Future Research, Gary Futrell
Association of Marketing Theory and Practice Proceedings 2024
Employed physicians now outnumber self-employed doctors, with approximately one-third of all U.S. physicians working for a hospital-owned or hospital-affiliated practice and many others employed at larger practices with 11 or more physicians. Consequently, the number of physicians working in small independent practices (those with 10 or fewer physicians) has dropped to nearly 15%. Management literature suggests that ownership of a firm can affect consumer attitudes. Specific to health care, significant research attention has been given to the implications of practice ownership from an operational, managerial, outcomes, and human resources perspective. However, little can be found to address the implications of …
Bank Consolidation And Its Effect On Service Quality, Thomas L. Powers, William S. Spears, Seongwon Choi
Bank Consolidation And Its Effect On Service Quality, Thomas L. Powers, William S. Spears, Seongwon Choi
Association of Marketing Theory and Practice Proceedings 2022
The perceived quality of customer service plays a significant role in high involvement products and services. Previous research in the area of bank service quality suggests that as a bank is acquired the quality of service at the new larger bank does not equal what customers received at their old smaller bank. In addition, a newly consolidated bank may eliminate tailored services and create customer dissatisfaction due to higher fees, lower levels of service, and credit availability. Although prior research has focused on specific aspects of bank services, a contribution to the literature can be made by examining this topic …
A Model Of Service Marketing In Port Services: Empirical Study In Pt Pelabuhan Indonesia Ii (Persero), Tanjung Priok Branch, Rati Farini Srihadi, Hartoyo Hartoyo, Dadang Sukandar, Agus Maulana
A Model Of Service Marketing In Port Services: Empirical Study In Pt Pelabuhan Indonesia Ii (Persero), Tanjung Priok Branch, Rati Farini Srihadi, Hartoyo Hartoyo, Dadang Sukandar, Agus Maulana
ASEAN Marketing Journal
Port of Tanjung Priok is one of the ports in Indonesia which has the potential to be developed into an international seaport with the level of activity and the capacity of loading and unloading. This study aims to understand the key variables that determine the service quality of the port, so as to achieve customer satisfaction and loyalty. By using Structural Equation Modeling, this study analyzes the effects of various dimensions of service quality to customer satisfaction, and the relationships formed between perceived value and customer loyalty of the port service industry in Indonesia. The sampling method used was stratified …
The Effect Of Store Image And Service Quality On Private Label Brand Image And Purchase Intention. Case Study: Lotte Mart Gandaria City, Nosica Rizkalla, Leis Suzanawaty
The Effect Of Store Image And Service Quality On Private Label Brand Image And Purchase Intention. Case Study: Lotte Mart Gandaria City, Nosica Rizkalla, Leis Suzanawaty
ASEAN Marketing Journal
Retailers produce their own private label brand as a strategy to distinguish their products from competitors’. Based on previous research, store image and service quality can be used to improve private label brand image and purchase intention. A Research is conducted at Lotte Mart, Gandaria City Mall in Jakarta to find out whether store image and service quality could influence private label brand image and purchase intention. This research adopts Wu et.al.'s framework (2010). Data processing uses Structure Equation Modeling. Research outcome reveals that service quality is a significant factor in influencing private label brand image and purchase intention.
The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto
The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto
ASEAN Marketing Journal
Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM) using …
Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita
Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita
ASEAN Marketing Journal
This study aims to investigate the perception and expectation of the Islamic bank customers on the banks’ service quality, and how these factors affect their satisfaction and their intention to buy and to use the Islamic banks products and services.This finding implies that the Islamic banks should have pay more attention to their service quality since it would have a positif influence on customer satisfaction and purchase intention.
Value Added Service And Service Quality From The Customer’S Perspective: An Empirical Investigation In Thai Telecommunication Industry, Saowanee Srikanjanarak, Azizah Omar, T Ramayah
Value Added Service And Service Quality From The Customer’S Perspective: An Empirical Investigation In Thai Telecommunication Industry, Saowanee Srikanjanarak, Azizah Omar, T Ramayah
ASEAN Marketing Journal
Increasing global competition has led to an intensively competitive market among service providers. Several organizations have created and developed a variety of products or services; in particular the telecommunications industry has developed mobile phone services. Various value-added services linked to mobile phone services, such as communication, entertainment, information services and money transfer services have been intensively incorporated to sustain and serve the customer’s need, which in turn demands performance maximization. In service marketing literature, SERVQUAL and SERVPERF have been reported as failing to measure service quality in new industries such as the retail industry’s B2B service. Therefore, service quality models …
Building Connections In Co-Production Environments, Kimberly D. Grantham, Kimberly R. Mcneil, Gail Ayala Taylor, Roland L. Leak
Building Connections In Co-Production Environments, Kimberly D. Grantham, Kimberly R. Mcneil, Gail Ayala Taylor, Roland L. Leak
Atlantic Marketing Journal
With the impact of the Covid-19 pandemic felt around the globe, consumers look forward to once again being able to engage in communal experiences where relationships with other customers and with service providers are integral parts of ongoing service experiences. The purpose of this study is to provide a framework for service establishments to better understand the communal approach to becoming a service co-creator, helping service providers create more meaningful relationships between their customers when customers are engaging in the service experience in a group and as an individual. We distinguish individual versus group influences that emerge as a result …
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
Effat Undergraduate Research Journal
The Saudi mobile telecommunication services industry is currently facing lots of complaints, criticism and dissatisfaction from their customers regarding the quality of services, and customer loyalty may be in question. The industry is reportedly shifting its strategic focus away from attracting new customers towards keeping existing customers. The present study examined the relationship between service quality and customer loyalty, as well as between switching barriers and customer loyalty among a sample of 271 users of telecommunication services from Jeddah. A survey consisting of the Customer Loyalty Scale, the Service Quality Scale, and the Switching Barriers Scale, and some demographic related …
Does Millennial Shopping Orientation Using Augmented Reality Enabled Mobile Applications Really Impact Product Purchase Intention?, Anil Kumar
University of South Florida (USF) M3 Publishing
Augmented reality (AR) applications have emerged as rapidly developing technology used in both physical and online to enhance the purchase intention. However, the research on product purchase intention using AR enabled mobile applications is still inconclusive. Thus this study is an attempt to examine whether augmented reality enabled mobile applications really impact the product purchase intention of Millennials. The study employed a survey questionnaire and administered directly to the respondents to collect the primary data. The results indicate that hedonic motivation, Telepresence, perceived ease of use, and service quality are positively related to product purchase intention whereas there is no …
The Effect Of Website Quality On Repurchase Intention With The Mediation Of Perceived Value: The Case Study Of Online Travel Agencies In Vietnam, Huyen Pham, Thu Nguyen
The Effect Of Website Quality On Repurchase Intention With The Mediation Of Perceived Value: The Case Study Of Online Travel Agencies In Vietnam, Huyen Pham, Thu Nguyen
Journal of Global Business Insights
The sharing economy is getting broader with its non-ownership assets, better use of resources, lower prices, and more customized products (Belk, 2014). In tourism industry, the development of the sharing economy involved the emergence of online travel agencies (OTAs) who are intermediates between services providers and consumers, provide accommodations, transport services, food and beverages services, tour guide services, etc. (Skalska, 2017). Recently, Vietnam has experienced a rapid growth in the number of users booking tourism products and services through OTAs. Playing such an important role in the tourism market, it is essential for OTAs to retain customers which later bring …
Servqual Measurement In A Healthcare Setting: Before And After Corrective Strategy Implementation, Jerome Christia
Servqual Measurement In A Healthcare Setting: Before And After Corrective Strategy Implementation, Jerome Christia
Atlantic Marketing Association Proceedings
No abstract provided.
Exploring The Effects Of Mindfulness In Marketing: Mindfulness, Ethics, Emotional Labor And Service Quality, Emma (Junhong) Wang
Exploring The Effects Of Mindfulness In Marketing: Mindfulness, Ethics, Emotional Labor And Service Quality, Emma (Junhong) Wang
2019
Mindfulness, i.e., nonjudgmental, present-centered awareness and attention, finds its roots in ancient spiritual traditions, and is most systematically articulated and emphasized in Buddhism. Although arguably relevant to a variety of practices, mindfulness research is sparse in marketing literature. In particular, there is a shortage of empirical research on the application of mindfulness in marketing (Ndubisi, 2014). This dissertation follows a three-paper model to begin to address this shortage in marketing literature. Paper one uses the Service-Dominant Logic of Marketing and Moral Development Model as theoretical lens to discuss how mindfulness could be a viable approach to fostering ethical marketing behaviors. …
Examining The Relationship Between Customer Service, Efficiency And Financial Performance: An Application On The Egyptian Public Sector Banks, Madiha Metawie, Dalia Ahmed Elmosalamy
Examining The Relationship Between Customer Service, Efficiency And Financial Performance: An Application On The Egyptian Public Sector Banks, Madiha Metawie, Dalia Ahmed Elmosalamy
Business Administration
A sound, well-functioning banking system has an essential role in the economic development and sustained growth of any country. Egypt has faced two unexpected shocks; the global financial crisis at the end of 2008 and the recent 2011, January revolution. The Egyptian banking system in general and public banks in specific have shown resilience to the unexpected shocks in terms of solvency and liquidity. This study is important, examining the banking sector in an emerging Arab market that is rarely studied despite its growth potential and in a period of rapid political and economic changes. It tends to investigate empirically …
The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi
The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi
UNLV Theses, Dissertations, Professional Papers, and Capstones
This study examined the impact of hotel loyalty program membership and tier levels on guest perceptions and tolerance for service quality in major U. S. hotel chains. A sample of 315 hotel loyalty program members and non-members were surveyed via an online self-administered survey sent by Qualtrics. The survey used a three-column format asking the adequate level of expectations, desired level of expectations, and perceptions to test survey respondents’ zone of tolerance and perceived service quality using SERVQUAL dimensions. Guest satisfaction was measured by American Customer Satisfaction Index (ACSI). A nine-point Likert scale was applied for the measurement of service …
The Role Of Motives And Decision Rules In Restaurant Tipping, Jacob Lee Hiler
The Role Of Motives And Decision Rules In Restaurant Tipping, Jacob Lee Hiler
LSU Doctoral Dissertations
The goal of this research is to address critical deficiencies in our understanding on how bill size, service quality, motives, and decision rules affect tipping behavior. This research uses social norm and equity theories to define the role of motives and decision rules used in determining tipping behavior. Additionally, it provides further evidence of other operant motives and decision rules through qualitative analysis. A conceptual framework and operational model are developed and empirically tested.
Automotive Telematics Market Segmentation Based On Quality Expectations, Dayoung Kim, Donghee Kim, Jungsuk Oh
Automotive Telematics Market Segmentation Based On Quality Expectations, Dayoung Kim, Donghee Kim, Jungsuk Oh
Asia Marketing Journal
This paper explores the possibility of segmentation of consumers based on their quality expectations toward the automotive telematics service. Hypotheses on utilizing consumers’ expectations toward the automotive telematics service for the market segmentation and linking the segments with optimal product designs are formulated. Samples are segmented based on their perceived service quality to the service attributes from various configurations of automotive telematics service. Then, a regression analysis on the segmented groups of users is performed to check whether they have qualitatively differing evaluation on the service quality. The result indicates that the proposed segmentation is operational and differing product attributes …
Judging Credence Service Based On Experience Service Evaluation: Moderating Effect Of Ease Of Assessing And Extrinsic Cues, Kungpo Tao
Marketing Theses & Dissertations
The impact of service failure on customers' perception of service quality is of vital importance to service providers. Prior research reveals little about how services that are purchased jointly by consumers are evaluated. My dissertation investigates the effect of failure of an experience service on the evaluation of a credence service that is purchased at the same time. In experimental study 1 carried out in the context of automobile services, it is found that the effect of service failure on trust is mediated by evaluation of service quality, and moderated by the ease of assessing service. In study 2 carried …
A Study On The Mot Of Household Telecommunication Services, Minhee Son, Kyesook Han, Hyoyeol Lim
A Study On The Mot Of Household Telecommunication Services, Minhee Son, Kyesook Han, Hyoyeol Lim
Asia Marketing Journal
With the intensity of competition and the standardization of technical attributes in telecommunications service market increasing, differentiated activity and customer experience in service encounter is regarded as an important means for creating customer value, however, there is a dearth of good literature examining what MOT activity is composed of according to consumption chain, and how service quality of MOT has influenced customer performance. Especially there exist various services across different phase of Product life cycle(PLC) in household telecommunication service market, customer requirement for MOT might depend on whether its phase is introduction-growth stage or maturity-decline stage, the empirical study is …
쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구, 광호 안, 병훈 임, 선태 정
쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구, 광호 안, 병훈 임, 선태 정
Asia Marketing Journal
Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests …
The Influence Of The Servicescape On Post-Consumption Processes, Daire Hooper
The Influence Of The Servicescape On Post-Consumption Processes, Daire Hooper
Doctoral
The physical and atmospheric cues in service environments have long been accepted as potent contributors to consumers’ overall evaluations of their service experiences. Theoretical frameworks conceptualising how these environmental cues impact on both emotional and cognitive processes have been put forward, yet the empirical work supporting these theories has become highly disjointed with a great deal of confusion regarding what should be classified as an environmental stimulus. By integrating the extant literature, this dissertation attempts to overcome theoretical ambiguities and proposes a second order factor model of service environments, also known as the servicescape, which is subsequently tested using a …
서비스산업에서 소비자의 정이 행위의도에 미치는 영향, Jong Hee Park, Do Yle Kim, Seon Hee Kim
서비스산업에서 소비자의 정이 행위의도에 미치는 영향, Jong Hee Park, Do Yle Kim, Seon Hee Kim
Asia Marketing Journal
No abstract provided.
Understanding The Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Understanding The Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing departments within the firm. These encounters may ultimately determine the level of satisfaction clients have with the service and the concomitant perceived quality. While previous research in this area has focused on service quality assessment, little attention has been given to determining the pattern of interfacing departments that maximize service satisfaction. This study examines a sample of shipping managers in Singapore …
Assessing Service Quality In Public And Private Fitness Centers In Greece, Yanni D. Afthinos, George Costa, Nikolas Theodorakis, Dimitrios Gargalianos
Assessing Service Quality In Public And Private Fitness Centers In Greece, Yanni D. Afthinos, George Costa, Nikolas Theodorakis, Dimitrios Gargalianos
Yanni D Afthinos
No abstract provided.
Testing The Servqual Scale In The Business-To-Business Sector: The Case Of Ocean Freight Shipping Service, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Testing The Servqual Scale In The Business-To-Business Sector: The Case Of Ocean Freight Shipping Service, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly utilise ocean freight services for their export needs, this study found that the psychometric properties of the SERVQUAL scale are at variance with those found in consumer services settings. Further, the SERVQUAL perceptions scores were found to be a better predictor than the SERVQUAL gap scores. In …
Relationships Between Servqual Dimensions And Organizational Performance In The Case Of A Business-To-Business Service, Subhash C. Mehta, Srinivas Durvasula
Relationships Between Servqual Dimensions And Organizational Performance In The Case Of A Business-To-Business Service, Subhash C. Mehta, Srinivas Durvasula
Marketing Faculty Research and Publications
A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business-to-business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a cross-section sample of 114 business organizations in Singapore, which regularly utilize ocean freight services for their export needs, the study asked shipping lines for their heaviest used export routes and provide their overall evaluation of services provided by their preferred suppliers. Respondents also evaluated various interfacing departments in the shipping line and SERVQUAL measures on various service quality dimensions. …