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2011

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Articles 241 - 252 of 252

Full-Text Articles in Marketing

Effective Customer Relationship Management Of Health Care: A Study Of Hospitals In Thailand, Howard W. Combs, B. Laohasirichaikul, S. Chaipoopirutana Jan 2011

Effective Customer Relationship Management Of Health Care: A Study Of Hospitals In Thailand, Howard W. Combs, B. Laohasirichaikul, S. Chaipoopirutana

Faculty Publications

This article investigates the effects and the relative importance of the four perceived service quality dimensions on corporate image, customer satisfaction, and customer loyalty. To obtain results, factor analysis and multiple regression techniques are applied to data collected from 500 Thai outpatients of the five largest private hospitals in Bangkok. The findings indicate that the four dimensions significantly affect corporate image, customer satisfaction, and customer loyalty. More specifically, the doctor concern dimension is the most important factor affecting customer satisfaction and customer loyalty. The tangibles dimension is the most important factor affecting corporate image.

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Creating Online Brand Value Through Online Discussion Site, David Czerwinski, M Merz, U Herbst Jan 2011

Creating Online Brand Value Through Online Discussion Site, David Czerwinski, M Merz, U Herbst

Faculty Publications

This paper discusses the implications of the new evolving Service-Dominant (S-D) logic in marketing on brand value creation. Furthermore, it introduces the concept of online brand value and examines whether online discussion sites constitute a means for firms to co-create, together with a firm's customers, online brand value. Moreover, a conceptual framework of online discussion sites is proposed. Finally, the results of an exploratory empirical analysis of two discussion sites are presented. The findings provide initial support for the hypothesis that online discussion sites can be used to create online brand value. Moreover, the findings suggest that firm-generated discussion sites …

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Adaptive Appointment Systems With Patient Preferences, Wen-Ya Wang, D. Gupta Jan 2011

Adaptive Appointment Systems With Patient Preferences, Wen-Ya Wang, D. Gupta

Faculty Publications

Patients' satisfaction with an appointment system when they attempt to book a nonurgent appointment is affected by their ability to book with a doctor of choice and to book an appointment at a convenient time of day. For medical conditions requiring urgent attention, patients want quick access to a familiar physician. For such instances, it is important for clinics to have open slots that allow same-day (urgent) access. A major challenge when designing outpatient appointment systems is the difficulty of matching randomly arriving patients' booking requests with physicians' available slots in a manner that maximizes patients' satisfaction as well as …

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Encroaching On Freedoms? Values Related To Freedom And Readiness To Accept Social Marketing Activities In Australia And Japanese Students, Kaoru Nosaka Jan 2011

Encroaching On Freedoms? Values Related To Freedom And Readiness To Accept Social Marketing Activities In Australia And Japanese Students, Kaoru Nosaka

Theses: Doctorates and Masters

Do Australian and Japanese university students feel that social marketing is encroaching on their freedoms or empowering them? For example, how do they react to social marketing messages such as ‘Don’t Drink and Drive’ and ‘Reduce, Reuse, Recycle’? Social marketing activities include advocating for environmental change, laws, and regulations as well as making recommendations to individuals to change behaviours to promote the good of society; however, some people believe that such activities are attempts to control people, infringing upon their individual freedom. While behavioural models and theories have recognised the influence of an individual’s predisposition towards a recommended behaviour (such …

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On The Value Relevance Of Retailer Advertising Spending And Same-Store Sales Growth, Kapil Tuli, Anirban Mukherjee, Marnik G. Dekimpe Jan 2011

On The Value Relevance Of Retailer Advertising Spending And Same-Store Sales Growth, Kapil Tuli, Anirban Mukherjee, Marnik G. Dekimpe

Research Collection Lee Kong Chian School Of Business

In response to recent calls to study factors that determine a retailer's stock price, this study draws on signaling theory to examine the impact of two key marketing metrics that are widely disclosed by retailers to investors, advertising spending and growth in same-store sales (COMPS), and highlights the moderating role of various firm- and sector-specific factors. Using a stock-response model estimated on a sample of 1,646 observations for 257 retailers, the authors find that the value relevance of advertising spending and COMPS depends on the financial condition of, and the competitive pressures faced by, the retailer. In addition, the positive …

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Integrated Marketing Communications Plan For Hospiceadeasy, Megan Elizabeth Horn Jan 2011

Integrated Marketing Communications Plan For Hospiceadeasy, Megan Elizabeth Horn

Honors Program Theses

HospiceADEASY is an online store where hospices can purchase high-quality, pre-produced, customizable hospice promotional materials. Available materials include billboards, brochures, e-marketing materials, print advertisements, 30-second radio ads and 30-second TV ads. HospiceADEASY is operated by ME&V, a full-service marketing, advertising and fundraising agency. ME&V has a wealth of experience in hospice marketing, fundraising, higher education marketing, healthcare marketing and more. This plan sets out the steps HospiceADEASY should take to increase its sales and reach a wider audience. It covers all the bases from traditional direct mail advertising to new forms of online communications and can be implemented, in full …

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Kids, Toys And Fast Food: An Unhealthy Mix?, Claire Lambert, Richard Mizerski Jan 2011

Kids, Toys And Fast Food: An Unhealthy Mix?, Claire Lambert, Richard Mizerski

Research outputs 2011

Increasingly the fast food industry is scrutinised for marketing toy premiums towards young children. Toy premiums are claimed to lure young children to consume unhealthy meal offerings, pester parents, encourage materialism and ultimately lead to a rise in childhood obesity. Numerous studies have commented on the use of toy premiums as a marketing technique, but little research has been conducted on the actual effectiveness of toy premiums targeted to children on consumer purchase behaviour at the point of purchase. This study, investigates the use of a child targeted toy premium (Snoopy) by a fast food company (McDonald’s), and its effect …

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Psychological Contracts And Loyal Boosterism: Giving Dance Training Institutions A Lift Through Word Of Mouth Promotion, Alicia Stanway Jan 2011

Psychological Contracts And Loyal Boosterism: Giving Dance Training Institutions A Lift Through Word Of Mouth Promotion, Alicia Stanway

Research outputs 2011

As the dance industry in Australia is well connected with industry networks, the value of word of mouth promotion and peer recommendation (operationalised as loyal boosterism) is paramount; however empirical evidence of this notion is relatively unexplored. This paper explores the relationship between relational psychological contracts, perceptions of psychological contract breach and loyal boosterism in the context of the dance training industry. The findings indicate that dancer’s who report higher relational contracts with their training organisation and experience lower levels of perceived contract breach, are more likely to engage in loyal boosterism behaviour. These findings highlight those relational contracts (containing …

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Keeping It Real: Applying 360 Degrees Of Authenticity, Nathalie Collins, Lynelle Watts, Jamie Murphy Jan 2011

Keeping It Real: Applying 360 Degrees Of Authenticity, Nathalie Collins, Lynelle Watts, Jamie Murphy

Research outputs 2011

Marketers tout authenticity as the new reality, a means by which consumers in markets of abundance determine value and, at times, prestige. Approaching consumption from a Service- Dominant perspective, where every product has a unique experiential component within which the consumer and producer co-create value, means authenticity is problematic. How can a marketer represent authentically the infinite possibilities of the experiential component of a product? This paper builds on emerging research and a qualitative example to explore the meaning and application of an authenticity framework: the 360 degree model of authenticity.

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The Implementation Of Electronic Health Records: A Two Country Comparison, Helen Cripps, Craig Standing, Vesna Prijatelj Jan 2011

The Implementation Of Electronic Health Records: A Two Country Comparison, Helen Cripps, Craig Standing, Vesna Prijatelj

Research outputs 2011

The adoption of electronic health records has been significantly slower in Australia than many European countries. This paper compares the implementation process in Australia with Slovenia, looking at the benefits, drawbacks and success factors of ehealth implementation. The authors use case studies collected in each country to discuss issues around ehealth implementation. Though Slovenia has progressed much further down the road of ehealth the commonality of the experiences between both cases was striking.

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Uncovering Hidden Meanings, Values And Insights Through Photos [Journal Article], Maria Ryan, Madeleine Ogilvie Jan 2011

Uncovering Hidden Meanings, Values And Insights Through Photos [Journal Article], Maria Ryan, Madeleine Ogilvie

Research outputs 2011

Photographs have been used as a means of data capture for many years. Their use in recording observable phenomenon in anthropology is well documented. They also provide a valuable tool for researchers from other disciplines. This paper explores the use of photographs in qualitative business research. It demonstrates how the use of photographs can enrich the business research process through a range of techniques such as photo-elicitation, autodriving, projective prompts and phenomenological interviews. Drawing from a selection of the researchers‟ past studies, a comparative review of the use of photographs and the benefits they bring to the data capture process …

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Relationships Between Quintessence And Strong Word Of Mouth Behaviour, Nathalie Collins, Hanna Glaebe, Jamie Murphy Jan 2011

Relationships Between Quintessence And Strong Word Of Mouth Behaviour, Nathalie Collins, Hanna Glaebe, Jamie Murphy

Research outputs 2011

Theory suggests that Quintessence (Q), an emotional/spiritual connection to a product, relates positively to Word of Mouth marketing (WOM). This paper investigates if consumers who experience Quintessence (Q+) share the same behavioural indicators as consumers who participate in strong Word of Mouth behavior (WOM+). Survey data from subscribers to an online entertainment service demonstrated that Q+ and WOM+ consumers shared similar characteristics, those who experienced Quintessence (Q+) spread significantly more WOM than those without Quintessence.

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