{"title":"Walking the Talk, Running the Race!","authors":"Betty S. Harper, P. Harper","doi":"10.1300/J093V05N02_01","DOIUrl":"https://doi.org/10.1300/J093V05N02_01","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127830159","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT There is a workplace spirituality movement that is astir. Yet many managers may have been skeptical about its rightful place in that setting. This piece is written as a means to explore the relationship of spirituality to a workplace mainstay - leadership. This paper constitutes a transcript of interviews with four individuals who are each well practiced in the role of spiritual leadership. They are ministers who were each asked to explore the complex connections between spirituality, leadership, and the workplace. Finally, insights useful for both research and practice are offered based upon this dialogue.
{"title":"Interviews with Well-Practiced Preachers","authors":"M. Nathan","doi":"10.1300/J093V05N02_03","DOIUrl":"https://doi.org/10.1300/J093V05N02_03","url":null,"abstract":"ABSTRACT There is a workplace spirituality movement that is astir. Yet many managers may have been skeptical about its rightful place in that setting. This piece is written as a means to explore the relationship of spirituality to a workplace mainstay - leadership. This paper constitutes a transcript of interviews with four individuals who are each well practiced in the role of spiritual leadership. They are ministers who were each asked to explore the complex connections between spirituality, leadership, and the workplace. Finally, insights useful for both research and practice are offered based upon this dialogue.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114193293","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT In Singapore, the Company Act requires every company to have an audit every year regardless of the cost and whether the directors and shareholders want one. As there are many professional accounting firms competing for the audit business of these companies, it has become essential that these accounting firms must strive to ensure that their clients are satisfied with the services provided. This paper reports a survey of 1.96 companies with headquarters in Singapore, Japan, Europe and the United States. The survey revealed the reasons for choosing a particular audit firms and the reasons for staying with them. A modified version of the SERVQUAL scale developed by Parasuraman was used to measure both the expectation and performance of service quality. A gap analysis was also carried out to determine the differences.
{"title":"Expectation of Service Quality in Professional Accounting Firms","authors":"Kau Ah Keng, Parker Liu","doi":"10.1300/J127V05N02_03","DOIUrl":"https://doi.org/10.1300/J127V05N02_03","url":null,"abstract":"ABSTRACT In Singapore, the Company Act requires every company to have an audit every year regardless of the cost and whether the directors and shareholders want one. As there are many professional accounting firms competing for the audit business of these companies, it has become essential that these accounting firms must strive to ensure that their clients are satisfied with the services provided. This paper reports a survey of 1.96 companies with headquarters in Singapore, Japan, Europe and the United States. The survey revealed the reasons for choosing a particular audit firms and the reasons for staying with them. A modified version of the SERVQUAL scale developed by Parasuraman was used to measure both the expectation and performance of service quality. A gap analysis was also carried out to determine the differences.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129086582","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT Certified Public Accounting (CPA) firms are “pure” services where the customer is buying the knowledge and expertise of the accounting professional. Marketing the “expertise” of certified public accounting firms is challenging because the client's expected and perceived levels of service quality is not clearly understood. This article presents a service blueprint of an income tax service and highlights potential failure points that can impact process and outcome qualities. Some recommendations are made for improving the tax service to achieve higher levels of service quality.
{"title":"A Gap Analysis of a CPA Tax Service and the Implications for Enhancing Service Quality","authors":"Maria Myers, Linda J. Morris","doi":"10.1300/J127V05N01_03","DOIUrl":"https://doi.org/10.1300/J127V05N01_03","url":null,"abstract":"ABSTRACT Certified Public Accounting (CPA) firms are “pure” services where the customer is buying the knowledge and expertise of the accounting professional. Marketing the “expertise” of certified public accounting firms is challenging because the client's expected and perceived levels of service quality is not clearly understood. This article presents a service blueprint of an income tax service and highlights potential failure points that can impact process and outcome qualities. Some recommendations are made for improving the tax service to achieve higher levels of service quality.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121741355","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT Results of an empirical study focusing on marketing managers' perception of the critical computing issues are presented. This study was motivated by the increased evidence of the adoption of computing strategy in today's marketing organizations and the lack of understanding of marketing managers' (customers) critical computing needs. Seventy-eight marketing executives participated in the study. Future research directions and ways to improving customer satisfaction are also suggested.
{"title":"Improving Satisfaction of Marketing Managers","authors":"James J. Jiang, J. Motwani","doi":"10.1300/J127v05n01_06","DOIUrl":"https://doi.org/10.1300/J127v05n01_06","url":null,"abstract":"ABSTRACT Results of an empirical study focusing on marketing managers' perception of the critical computing issues are presented. This study was motivated by the increased evidence of the adoption of computing strategy in today's marketing organizations and the lack of understanding of marketing managers' (customers) critical computing needs. Seventy-eight marketing executives participated in the study. Future research directions and ways to improving customer satisfaction are also suggested.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121091184","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Analysis of Self-Efficacy as a Contributor to Customer and Managerial Perceptions in Customer Service Rep Performance","authors":"James G. Bohn","doi":"10.1300/J127V05N02_05","DOIUrl":"https://doi.org/10.1300/J127V05N02_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"65 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125896708","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT This essay tnkes a constructive look at what seems to be incomplete information in Donald J. Shemwell, Jr. and J. Joseph Cronin, Jr.'s recent article in this journal (Vol. J, No. 2), about trust and commitment in service relationships. Wc believe that the information is critical to appreciating fully Shemwell and Cronin's contribution to the marketing literature.
本文对Donald J. Shemwell, Jr.和J. Joseph Cronin, Jr.最近在本刊(Vol. J, No. 2)发表的关于服务关系中的信任和承诺的文章中似乎不完整的信息进行了建设性的审视。我们相信这些信息对于充分理解Shemwell和Cronin对市场营销文献的贡献是至关重要的。
{"title":"Trust and Commitment in Service Relationships","authors":"J. Bonnici, Harsh K. Luthar","doi":"10.1300/J127V05N01_04","DOIUrl":"https://doi.org/10.1300/J127V05N01_04","url":null,"abstract":"ABSTRACT This essay tnkes a constructive look at what seems to be incomplete information in Donald J. Shemwell, Jr. and J. Joseph Cronin, Jr.'s recent article in this journal (Vol. J, No. 2), about trust and commitment in service relationships. Wc believe that the information is critical to appreciating fully Shemwell and Cronin's contribution to the marketing literature.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122792704","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT In this study, the authors investigate the effects of customer actions and verbalizations in service encounters. The authors propose and test a conceptual model of the effect of customer words and behaviors on customer attributions, affective reactions to treatment by service providers, and behavioral outcomes of the encounter. The critical incident technique (CIT) is employed to assess the service encounter between service providers and consumers. Implications of the study's results are provided for both researchers and service providers.
{"title":"Assessing the Role of the Customer in Dyadic Service Encounters","authors":"J. W. Barnes, John Hadjimarcou, Richard S. Jacobs","doi":"10.1300/J127V05N02_01","DOIUrl":"https://doi.org/10.1300/J127V05N02_01","url":null,"abstract":"ABSTRACT In this study, the authors investigate the effects of customer actions and verbalizations in service encounters. The authors propose and test a conceptual model of the effect of customer words and behaviors on customer attributions, affective reactions to treatment by service providers, and behavioral outcomes of the encounter. The critical incident technique (CIT) is employed to assess the service encounter between service providers and consumers. Implications of the study's results are provided for both researchers and service providers.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133842591","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"A Framework for Examining the Brand Attitude Formation Process","authors":"Rama Yelkur, Paul Hcrbig","doi":"10.1300/J127V05N01_01","DOIUrl":"https://doi.org/10.1300/J127V05N01_01","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"423 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122865012","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
ABSTRACT The Grand Valley State University Engineering Cooperative Education Program (ECEP) was able to utilize simple quality principles and tools for improving the program process. The main goal was to utilize a basic quality management approach to improve the efficiency of the engineering cooperative education program placement and evaluation process. After two years of redesign and implementation the efficiency of the program was considerably improved. All students participating in the program received competent training before the first cooperative experience and all were placed in cooperative positions on time. Furthermore, proactive measures were instituted as a continuous improvement measure to insure the efficiency of the process with the expected growth of the Grand Valley State University Padnos School of Engineering program.
{"title":"An Application of a Basic Quality Management Approach in a Higher Education Environment","authors":"Luis A. Otero, J. Motwani","doi":"10.1300/J127V05N01_02","DOIUrl":"https://doi.org/10.1300/J127V05N01_02","url":null,"abstract":"ABSTRACT The Grand Valley State University Engineering Cooperative Education Program (ECEP) was able to utilize simple quality principles and tools for improving the program process. The main goal was to utilize a basic quality management approach to improve the efficiency of the engineering cooperative education program placement and evaluation process. After two years of redesign and implementation the efficiency of the program was considerably improved. All students participating in the program received competent training before the first cooperative experience and all were placed in cooperative positions on time. Furthermore, proactive measures were instituted as a continuous improvement measure to insure the efficiency of the process with the expected growth of the Grand Valley State University Padnos School of Engineering program.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131380250","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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