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Full-Text Articles in Business
Consumer Response To Outsourced 1-800 Calls: It’S The Solution Not The Country, Richard Feinberg, Wenti Xu, Leigh Hokama
Consumer Response To Outsourced 1-800 Calls: It’S The Solution Not The Country, Richard Feinberg, Wenti Xu, Leigh Hokama
Journal of Applied Marketing Theory
The growth of call center outsourcing and its emergence as a political and economic issue may have obscured some very important business and consumer issues. It is believed by many that consumers cannot be satisfied when calls are outsourced (offshored to India for example). The purpose of this study is to understand the relationship between where a call is answered and what happened on that call. In this study call outsourcing is placed within the well understood area of country-oforigin effects. Two experiments were completed in which outsourced country was manipulated with call outcome (resolution or no resolution). The findings …
An Enhanced Model For Managing Change In Organizations, Thomas A. Pollack, John M. Lanasa, Dorene Ciletti
An Enhanced Model For Managing Change In Organizations, Thomas A. Pollack, John M. Lanasa, Dorene Ciletti
Journal of Applied Marketing Theory
Change has become a “way of life” in organizations. The pace of change has increased substantially in recent years as a result of issues such as the pressures of global competition the impact of the Internet, customer demands and ever changing enhancement of technical capabilities. These changes affect what people do and how they fulfill their responsibilities, and therefore, there are varied reactions Historically, failures in change implementation have not been attributable to a lack of technical feasibility and functionality but instead have been the result of employee resistance. The difficulty of implementing organizational change has presented an ongoing challenge …
Exploring The Factors Affecting The Perceived Program Quality Of International Sports Education Programs: The Case Of A Chinese Sports University, Luke Lunhua Mao, James Zhang
Exploring The Factors Affecting The Perceived Program Quality Of International Sports Education Programs: The Case Of A Chinese Sports University, Luke Lunhua Mao, James Zhang
Journal of Applied Marketing Theory
This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to 61 international students attending a sports university in China. An exploratory factor analysis produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth). Hierarchical regression analyses revealed that these program quality factors …
Moral Foundation Theory And Marketing, Steve Lemay, James Coleman, Dave Mcmahon
Moral Foundation Theory And Marketing, Steve Lemay, James Coleman, Dave Mcmahon
Journal of Applied Marketing Theory
In setting the stage for Moral Foundations Theory (MFT), Jon Haidt (2004) identified five foundations of intuitive ethics: 1) harm/care; 2) fairness/reciprocity; 3) ingroup/loyalty; 4) authority/respect; 5) and purity/sanctity. Each foundation could have implications for the content of marketing messages, but this research is the first attempt to test those implications in specific markets with specific products. This research explores the practical, promotional uses of John Haidt’s Moral Foundation Theory. Haidt’s work shows a strong relationship between his moral foundations and political orientation. Since marketers can readily get political data at the county level in the United States, these foundations …
Editors' Comments For Jamt Volume 3, Number 1, Michael Mccall
Editors' Comments For Jamt Volume 3, Number 1, Michael Mccall
Journal of Applied Marketing Theory
Editors' comments and issue cover for volume 3, issue 1.
The Role Of Customer Loyalty To The Salesperson In Generating Premium Revenue For Retailers, Ronald A. Clark, James J. Zboja, Clay M. Voorhees
The Role Of Customer Loyalty To The Salesperson In Generating Premium Revenue For Retailers, Ronald A. Clark, James J. Zboja, Clay M. Voorhees
Journal of Applied Marketing Theory
The findings of this research underscore the relative importance of loyalty to the salesperson, when compared with retailer trust and satisfaction, on outcomes such as loyalty to the retailer and a consumer’s willingness to pay price premiums. This research also demonstrates that loyalty to the salesperson has a diminished effect on both outcomes when the merchandise is perceived as being high quality. The findings suggest that managers need to be aware of potential contingency factors that may affect relationships within the service profit chain. Moreover, the results reveal that consumers make holistic evaluations of services and consider both the physical …
Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan
Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan
Journal of Applied Marketing Theory
Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of Chamber of Commerce members in a community with a population of about 65,000 people with regard to their customer complaint handling policies and practices. The findings indicate that firms which train customer service employees in customer complaint handling are likely to collect, record, and respond to customer feedback and complaints in a more systematic way than those firms which do not provide such training. These firms are also more likely to …
An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans
An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans
Journal of Applied Marketing Theory
An empirical taxonomy of tourists’ information search strategies is developed based on a survey of a large sample of tourists. The taxonomy reveals five different information search strategies. Each search strategy consists of the combination of individual information sources used by tourists in pre-trip planning. The five information search strategies are related to select tourist demographic characteristics, trip activities, accommodation choices, and general media preferences. The results indicate a multivariate relationship between tourist demographics and information search strategies. Furthermore, information search strategies are related to tourists’ preferred trip activities and choice of accommodations. Implications of the taxonomy for tourism marketing …
Control And Fairness In Customer Service, Odile J. Streed, Albert Kagan
Control And Fairness In Customer Service, Odile J. Streed, Albert Kagan
Journal of Applied Marketing Theory
Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines how these human factors interact in quick service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices offered to customers, employees’ involvement and speed of delivery, vary. Compensatory effects between control and fairness indicate that QSR chains with a strong tradition of control could introduce fairness attributes into the service encounter and increase customer satisfaction without substantially changing existing operating processes. Traditional QSR models may improve competitiveness and strengthen brand image by developing a stronger …
Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting
Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting
Journal of Applied Marketing Theory
Service environments area critical component of the service organization. However, most managers don’t understand how variables in the service environment impact their customers. Therefore, this article seeks to explain how three common and relatively inexpensive service environment variables impact customers. In particular, this article provides an in-depth review and analysis of findings on music, color, and scent. This synthesis of service environment literature helps managers and researchers better understand the mechanisms and effects of music, color, and aroma. In addition to promoting understanding of these variables in the service environment, this article also provides many managerial implications and guidelines for …
Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton
Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton
Journal of Applied Marketing Theory
The purposes of this study were twofold. First a typology for the categorization of consumers of spectator sports based solely upon their levels of consumption as members of both the live and the media-based audiences was developed. The four segments were given names based upon the individuals’ levels of consumption as members of both of the two alternative audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. Subjects also responded to a set of 34 sports-oriented psychographic statements which allowed for lifestyle-based profiles to be developed for each of the four designated segments. …