Business Commons^™

Gift Cards And Gift Giving, Melek Meral Anitsal, Ismet Anitsal, Amanda Brown

Journal of Applied Marketing Theory

Gift cards are frequently located at premium points inside the retail space where stores sell not only their own cards but also other retailers’ cards for almost every occasion. Media encouraged practitioners to promote these cards. However, this emerging phenomenon of consumers’ preference of gift cards has not been explored thoroughly yet. The objective of the current study is to understand consumer reactions to gift cards in terms of their impact in gift giving and gift receiving relationships. Specifically, this qualitative research seeks to investigate the following research objectives: (1) How gift givers and receivers perceive gift cards; (2) What …

Carving A Wheel Or Assembling A Widget? Insights Into The Management Of Advanced Analytics, Michael Mccrary

Journal of Applied Marketing Theory

Medieval guilds and assembly plants are unlikely metaphors in an information-based economy. My experience with advanced analytics suggests that such descriptions are nevertheless apt. This paper explores two distinct situations within a single firm. In one department, predictive models were generated through adopting a craft style approach. In another department, a production type of approach was deployed. The reasons for their adoption are explored, followed by their consequences for job satisfaction, performance, staffing, change-management, and more. Craft and production approaches have implications not just for modeling analysts and their managers but also for senior leaders, business partners, and human resources …

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

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

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

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

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

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

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

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

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

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

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. …

Assessing Event Quality Of High School Football Games: Development Of A Scale, Kevin Byon, Matthew Ziemnik, Eddie T. C. Lam, James J. Zhang

Journal of Applied Marketing Theory

The purpose of this study was two-fold: (a) to identify the dimensions of event quality associated with high school football games and (b) to develop a scale, Event Quality Scale of High School Football (EQS-HSF) that measures event quality of high school football games. Applying a random cluster sampling method, participants were adult spectators (N = 404) from three high school football home games. Following the scale development procedures suggested by Churchill’s (1979), a total of 25 items under six factors (Game Attractiveness, Event Setting, Economic Consideration, Social Opportunity, Exciting Atmosphere, and Enjoyment Experience) were written and validated through qualitative …

An Integrated Model Of Media Satisfaction And Engagement: Theory, Empirical Assessment And Managerial Implications, Russ Merz

Journal of Applied Marketing Theory

Media satisfaction theorists suggest that satisfaction with media vehicles is linked to audience loyalty, greater vehicle usage, and other media related behaviors. More recently, similar claims are made by media engagement theorists regarding levels of newspaper readership and receptivity to advertising messages. The dilemma for media managers charged with making decisions about how best to manage and strengthen customer relationships through the delivery of high quality business operations is which model to choose. To date no study has examined the relative effects of customer satisfaction and engagement resulting from business operations onto the future intentions of media audiences. This study …

The Five-Factor Consumer Behavior Model For Intercollegiate Football Tickets Consumption, Jennifer Y. Mak, Siu Yin Cheung

Journal of Applied Marketing Theory

Collegiate football ticket sales supply over 20% of the athletic department revenues (NCAA, 2008) and are an important part of the income stream, as pre-sold season tickets are guaranteed income. The purpose of this study was to examine the theoretical constructs of a five-factor consumer behavior model for intercollegiate football tickets consumption. The participants were spectators of a NCAA Division IA football annual player draft game (n=201). Around half of the participants were current season ticket holders (54.2%) and married (49.2%). Confirmatory Factor Analysis (CFA) was utilized to analyze the factorial validity of the five-factor consumer behavior model for intercollegiate …

Social Marketing As A Catalyst For Building New Relationships Between Sport Practitioners And Academicians, Eric C. Schwarz, Dallas Branch

Journal of Applied Marketing Theory

Social marketing, conceptualized by Kotler and Zaltman (1971) as a means to promote social objectives and causes more effectively, has the potential to be the catalyst for addressing the disparity and creating positive perceptions. Social marketing is a significant means to address communication, conceptualization, and intellectual gaps between groups, which often results in clarifying differences in product and value outcomes; and the need for change and shifts in paradigms associated with practitioner-academician interaction (Hanna, 2001). Primary and secondary research conducted showed that there is fragmentation within the sport industry between academicians and practitioners, resulting in a large intellectual gap. It …

Editors’ Comments For Jamt Volume 2, Number 2, Richard E. Mathisen, Mike Musante

Journal of Applied Marketing Theory

We welcome you to the current issue of the Journal of Applied Marketing.

The objective of Journal of Applied Marketing Theory is to provide a forum for academic research that advances marketing knowledge as well as present insight for marketing managers. The focus of the journal is the publication of academic research that offers a link from theory to practice. The journal seeks to publish articles that expand our understanding of marketing issues while also providing value to marketing practitioners. In support of this philosophy, we have emphasized that manuscripts published in the journal provide summaries that present clear transitions …

An Experimental Approach To Testing Imc Effects On Consumer Attitudes, Behavioral Intentions And Recall, John M. Mcgrath

Journal of Applied Marketing Theory

The objective of this study is twofold: to build upon the thin body of academic experimental research in the field of Integrated Marketing Communications (IMC), and to provide practitioners with methods they can use to test the effectiveness of marketing communication campaigns. On the first account, significant results were observed for attitude toward the ad (Aad), but only for a subset of the sample. Despite this, the experiment provides a framework for future academic studies of IMC effects and suggests specific ways that methods can be refined in future experiments. On the second account, the study’s design suggests opportunities for …

A Fighting Chance: The Struggle Of A Historically Black College Athletic Program, James Satterfield

Journal of Applied Marketing Theory

The purpose of this study was to develop an understanding of the social dynamics surrounding a Historically Black College and University athletic department and its local community. Three focus group interviews were conducted, each with seven participants as well as semi-structured interviews. This study illuminates three themes that emerged through data collection and analysis: (1) Black Only, (2) Lip Service, and (3) No Tradition. These three themes emerged through data analysis and tell a specific story related to both the institution and the community.

Value Of Professional Sport Teams In The Community: Reexamining The Measurement Properties Of The Community Impact Scale, Dae Hyun Kim, James J. Zhang, Yong Jae Ko

Journal of Applied Marketing Theory

The Community Impact Scale was developed by Zhang et al. (1996) to measure essential value dimensions of professional sports in the community. The original scale includes 45 items under eight factors (Community Solidarity, Public Behavior, Social Equity, Pastime Ecstasy, Health Awareness, Individual Quality, Excellence Pursuit, and Business Opportunity). To further ensure its usefulness for theoretical and practical applications, this study re-examined measurement properties of the scale through conducting a confirmatory factor analysis (CFA). Research participants (N = 349) were residents of three major metropolitan areas, who responded to a survey in various community settings. With some modifications and eliminations of …

Tomorrow’S Champions Of Sustainability: How Everyday Leaders Can Harness Grass Roots Momentum To Advance Adoption Of Ecologically Sound Practices In Sport And Event Management, Dorene Ciletti, John M. Lanasa, Diane P. Ramos, Richard E. Mathisen

Journal of Applied Marketing Theory

For more than a decade, we have appealed to corporations to consider sustainability. Leading companies have enjoyed positive media attention, improved bottom line profits and enhanced competitiveness through environmental management and social initiatives. Sustainability in the broader sense has become everyone’s job, and the momentum crosses age groups and economic strata. This paper focuses on the event organizer as ordinary leader, inspiring an engaged, accessible audience toward sustainability, and offers rationale for promoting socially and environmentally responsible event management. With a captive audience, ordinary leaders have an opportunity to model socially and environmentally responsible practices through effective education, communication, metrics …

Self, Social, Team, And Situational Factors Influencing Televised Sports Viewership, Donghun Lee, James Zhang, Ketra L. Armstrong, Soon Ho Kim

Journal of Applied Marketing Theory

This study examined personal, social, and team motives associated with the consumption of televised sports (CTS) while taking into consideration market constraints variables. Research participants (N = 304) were university students who responded to a questionnaire that consisted of four segments: (a) watching televised sports, (b) motives for watching televised sports, (c) situational constraints, and (d) demographics. Semi-structured interviews as an ad hoc study were conducted with additional 22 frequent viewers of televised sports to ensure inclusion of all relevant factors affecting CTS. Multiple regression analyses revealed that self, team, and social motives were significant factors (p < .05) related to CTS. Two situational factors (weather and ticket availability) were found to have a significant (p < .01) impact on the CTS. Findings from the interviews further revealed that four conceptual themes affected CTS: individual-related factors, team-related factors, event-related factors, and media features.

The Nexus Of Payroll, Performance, Ticket Prices, And Attendance In Mlb, Sam Fullerton

Journal of Applied Marketing Theory

This study uses secondary data from the past ten seasons to explore key issues germane to Major League Baseball. Focusing on attendance, payroll, performance, and the cost of attending, several key relationships were identified. Huge disparities in spending are documented. Perhaps most importantly, there is a meaningful relationship between performance and attendance. Equally important is the concurrent relationship between performance and the team’s payroll. Other relationships were documented and suggestions are articulated. These suggestions include future research and managerial issues such as the implementation of a hard salary cap and a corresponding salary floor.

Service Quality Of The Chinese Ymca Of Hong Kong, Joyce Chan, Siu Yin Cheung, Jennifer Y. Mak

Journal of Applied Marketing Theory

Service quality is an essential element for managers and marketers to successfully compete in the sport and leisure industry. The present study is a first of its kind research study evaluating the service quality of the Chinese YMCA of Hong Kong. In this study, extensive customer research was conducted to investigate the members’ usage, expectations, perceptions, and satisfaction levels in the Recreation and Sport Department. Data were collected from 559 members. This study provides a channel to listen to the voice of the customers and assist the managers to improve the service quality by pinpointing areas that need managerial action.

The Role Of Recovery Marketing To Recapture A Sport Market Over The Past Decade: From Travel And Tourism To Professional And Amateur Sport Business, Eric C. Schwarz

Journal of Applied Marketing Theory

Recovery marketing can be defined as the actual or possible regaining, restoration, or improvement of something lost or taken away as a result of a significantly negative situation or event through the transfer of goods and services from producers to consumers. This article seeks to elaborate on the concept of recovery marketing historically and in terms of the sport industry, and how sport marketing efforts can be utilized in various situations to recuperate from negative scenarios. In addition, suggestions will be presented regarding the creation of a recovery marketing plan for sport organizations, as well as propositions for future research.

Collegiate Basketball Season-Ticket Holders’ Purchasing Motivation And Interests, Steve Chen, Jennifer Y. Mak

Journal of Applied Marketing Theory

This study examined the ticket purchasing motivation and interests of 334 season-ticket holders (199 males, 135 females) from two NCAA Division-I regional state institutions. The participants’ purchasing motivation and interests were surveyed onsite in the 2008-09 season by utilizing a12-item self-created instrument with a high level of internal reliability. The results indicated that the participants’ ticket purchasing motivation was mainly influenced by the competition and psycho-social related factor (CPR), and price and promotion (P&P) factor. The researchers further addressed the unique aspects in promoting regional Division-I basketball programs, and limitations and directions for future studies.

Consumer-Led Brand Development For A University Athletics Program, Lynn W. Mcgee

Journal of Applied Marketing Theory

A foundational aspect of sports marketing is the study of how consumer relationships contribute to brand loyalty and behavior. A new baccalaureate university introduced intercollegiate athletics—and needed a process to define its distinctive brand assets and to select a brand name and brand mark. The qualitative and quantitative consumer-led process built brand loyalty using Gronroos' customer relationship model of external, internal and interactive marketing. A brand personality survey demonstrated significant differences in characteristics desired by different stakeholder groups. The benefits, challenges and implications of the consensus-building approach for practitioners are presented and the need for richer concepts and measures in …

The Use Of A Multi-Tiered Framework To Analyze Commercial, Cause And Social Marketing Strategies In Sport, Nancy Lough, Jennifer Renee Pharr

Journal of Applied Marketing Theory

Marketing can be described as commercial, cause-related or social depending on the locus of benefit, the objective / outcomes desired and the focus of exchange. Social marketing has been described as the application of marketing technologies designed to influence the voluntary behavior of a target audience to improve personal and societal welfare (Andreasen 1995). Increasingly sport organizations have been engaging in social marketing which has a unique set of objectives and outcomes. To date, few studies have appeared in which the use of social marketing strategies were examined in sport. As a result, the purpose of this paper is to …

Assessing Sport-Sales Training Effectiveness: To Enhance Sales Performance Of Prospective Sales Employees, Richard M. Southall, Ronald Dick, Thomas A. Pollack

Journal of Applied Marketing Theory

The majority of entry-level positions within the sport industry fall in the area of sales. Yet, only recently have sportmanagement programs begun to offer courses devoted to sales education and training. The discipline of sales provides an ideal opportunity to incorporate experiential-based learning. While several recent articles have examined the application of experiential-learning to courses focused on ticket sales, this article presents the results of the first systematic assessment of such courses’ effectiveness. Specifically, this paper presents the results of an evaluation of sales-training programs that incorporate Southall, Nagel, LeGrande, and Han’s (2003) metadiscrete experiential learning model and the application …