Abstract This study uses an experimental approach to test the influence of message framing and consumer involvement on the attitude toward a vacation resort as well as attitude toward on-line Jibrary services, and consumers' intention to use the vacation resort as well as the use of on-line library services. The findings indicate a strong effect of involvement on attitude as well as intention. The influence of framing is statistically not significant. Possible reasons for the outcome and implications for marketers in terms of message framing are discussed.
{"title":"The Effect of Message Framing and Involvement on Attitude and Intention","authors":"R. Arora","doi":"10.1300/J127V04N02_01","DOIUrl":"https://doi.org/10.1300/J127V04N02_01","url":null,"abstract":"Abstract This study uses an experimental approach to test the influence of message framing and consumer involvement on the attitude toward a vacation resort as well as attitude toward on-line Jibrary services, and consumers' intention to use the vacation resort as well as the use of on-line library services. The findings indicate a strong effect of involvement on attitude as well as intention. The influence of framing is statistically not significant. Possible reasons for the outcome and implications for marketers in terms of message framing are discussed.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"364 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120863028","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 As competition intensifies for professional service providers, renewed attention must be given to the retention of clients. While professionals typically provide a customized service, the treatment the client receives from other personnel in the office may not be perceived as personalized. Personalization of the interaction between contact personnel and client can enhance the overall experience for the client and result in increased loyalty to the professional. One often overlooked element that impacts the service encounter is the presence of ‘others’ on the performance of contact personnel. An examination of factors impacting the quality of performance by contact personnel and suggestions for fostering personalization and ultimately client loyalty are presented.
{"title":"Building Relationships Through Personalization: The Impact of ‘Others’ on Contact Personnel Performance","authors":"R. Stell, Nita L Paden","doi":"10.1300/J127V04N02_04","DOIUrl":"https://doi.org/10.1300/J127V04N02_04","url":null,"abstract":"Abstract As competition intensifies for professional service providers, renewed attention must be given to the retention of clients. While professionals typically provide a customized service, the treatment the client receives from other personnel in the office may not be perceived as personalized. Personalization of the interaction between contact personnel and client can enhance the overall experience for the client and result in increased loyalty to the professional. One often overlooked element that impacts the service encounter is the presence of ‘others’ on the performance of contact personnel. An examination of factors impacting the quality of performance by contact personnel and suggestions for fostering personalization and ultimately client loyalty are presented.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116742552","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 study incorporates recent concerns voiced towards skills and abilities of staff accountants. These concerns reside in the business community as well as the academic community. The study uses conjoint analysis to (1) assess the relative importance of skills relevant to staff accountants in contemporary business climate, and (2) to estimate the utility function (utility levels) for varying degrees of proficiencies on these skills. The survey is based on responses from middle and senior managers (partners) in accounting firms. The results reveal that (1) interpersonal/communication and analytical/problem solving skills are most important, followed by knowledge of accounting, and (2) the utility function is steeper for higher skill levels.
{"title":"Preparing Staff Accountants for the Changing Business World-Importance of Skills","authors":"David W. Cornell, R. Arora","doi":"10.1300/J127V04N02_06","DOIUrl":"https://doi.org/10.1300/J127V04N02_06","url":null,"abstract":"Abstract This study incorporates recent concerns voiced towards skills and abilities of staff accountants. These concerns reside in the business community as well as the academic community. The study uses conjoint analysis to (1) assess the relative importance of skills relevant to staff accountants in contemporary business climate, and (2) to estimate the utility function (utility levels) for varying degrees of proficiencies on these skills. The survey is based on responses from middle and senior managers (partners) in accounting firms. The results reveal that (1) interpersonal/communication and analytical/problem solving skills are most important, followed by knowledge of accounting, and (2) the utility function is steeper for higher skill levels.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132212762","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 Having a competitively priced, quality product will not guarantee the long-term survival of an organization. The life expectancy of large companies is less than forty years and the survival rate from small companies is significantly less. It is nearly impossible for a company to maintain a long-term advantage in price and quality. Most of the companies that fail are able to make a quality product. The companies that survive will need the flexibility and organizational structure to aggressively follow an adaptive marketing strategy. The rapidly changing market will continue to create opportunities for those organizations that are able to adapt. Those organizations that arc unable to successfully adapt in a timely manner will cease to exist. Adaptive marketing provides a tool to improve the odds for success.
{"title":"Are Price and Quality Obsolete?: Financial Survival Using Adaptive Marketing","authors":"Jess W. Levins","doi":"10.1300/J127V04N02_05","DOIUrl":"https://doi.org/10.1300/J127V04N02_05","url":null,"abstract":"Abstract Having a competitively priced, quality product will not guarantee the long-term survival of an organization. The life expectancy of large companies is less than forty years and the survival rate from small companies is significantly less. It is nearly impossible for a company to maintain a long-term advantage in price and quality. Most of the companies that fail are able to make a quality product. The companies that survive will need the flexibility and organizational structure to aggressively follow an adaptive marketing strategy. The rapidly changing market will continue to create opportunities for those organizations that are able to adapt. Those organizations that arc unable to successfully adapt in a timely manner will cease to exist. Adaptive marketing provides a tool to improve the odds for success.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"76 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131788199","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 Valuing the sensibilities of their parishioners, pastors are beginning to question affective dimensions as elusive and difficult to quantify as satisfaction. Responding to this concern, we have created a survey to ascertain parishioner satisfaction. Our initial results indicate a unanimity of agreement for community as basic for satisfaction. However, when parishioners express an interest in other factors, e.g., communication, contribution, and communion, differences begin to emerge. Within Rensis Likert's models for organizational structure, we argue that these differences reflect preferences for either traditional hierarchical structures or new participative structures for churches.
{"title":"What Do Catholics Want","authors":"S. M. P. Piimeaux, Larry W. Boone, M. Maury","doi":"10.1300/J093V03N02_03","DOIUrl":"https://doi.org/10.1300/J093V03N02_03","url":null,"abstract":"Abstract Valuing the sensibilities of their parishioners, pastors are beginning to question affective dimensions as elusive and difficult to quantify as satisfaction. Responding to this concern, we have created a survey to ascertain parishioner satisfaction. Our initial results indicate a unanimity of agreement for community as basic for satisfaction. However, when parishioners express an interest in other factors, e.g., communication, contribution, and communion, differences begin to emerge. Within Rensis Likert's models for organizational structure, we argue that these differences reflect preferences for either traditional hierarchical structures or new participative structures for churches.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122561829","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 paper reports the results of a pilot study of differences in ethical evaluations of business related issues between frequent and infrequent church attenders. Data were collected from 137 U.S. business students. Significant differences were found in seven of the thirty situations between infrequent and frequent church attenders. Of the seven significant differences, frequent attenders had the more ethically conservative position four times, while infrequent attenders had three more ethically conservative answers. In general, the frequent church attenders had the mote conservative ethical positions nineteen times, and infrequent attenders had the more ethical choices eleven times.
{"title":"A Comparison of Ethical Evaluations of Frequent and Infrequent Church Attenders","authors":"O. J. Harris, R. Stevens, S. Williamson","doi":"10.1300/J093V03N02_06","DOIUrl":"https://doi.org/10.1300/J093V03N02_06","url":null,"abstract":"Abstract This paper reports the results of a pilot study of differences in ethical evaluations of business related issues between frequent and infrequent church attenders. Data were collected from 137 U.S. business students. Significant differences were found in seven of the thirty situations between infrequent and frequent church attenders. Of the seven significant differences, frequent attenders had the more ethically conservative position four times, while infrequent attenders had three more ethically conservative answers. In general, the frequent church attenders had the mote conservative ethical positions nineteen times, and infrequent attenders had the more ethical choices eleven times.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"385 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114095261","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 Campus ministry, especially in urban areas, has represented an area of frustration and discouragement for many mainline denominations. In this paper, we explore some of the issues involved and apply them to ongoing work to redesign a specific urban campus ministry. While results are not yet available, the work which is being done suggests that there may be exciting new ways to approach this aspect of ministry.
{"title":"Exploring Ideas for the Design, Structure, and Organization of Campus Ministry in Urban Areas","authors":"S. Hartman, R. C. Wells","doi":"10.1300/J093V03N02_04","DOIUrl":"https://doi.org/10.1300/J093V03N02_04","url":null,"abstract":"Abstract Campus ministry, especially in urban areas, has represented an area of frustration and discouragement for many mainline denominations. In this paper, we explore some of the issues involved and apply them to ongoing work to redesign a specific urban campus ministry. While results are not yet available, the work which is being done suggests that there may be exciting new ways to approach this aspect of ministry.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124866508","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 Feelings of stress are common to almost all ministers. Ministers can do three things to reduce their stress levels: determine their core competencies and delegate those tasks that they do not enjoy or do well, establish clear expectations for their ministerial roles, and avoid overwork. The author also focuses on ambition as a source of clergy stress for ministers and their families.
{"title":"Stress in the Parish and Its Effect on Ministers","authors":"H. V. Buren","doi":"10.1300/J093V03N02_02","DOIUrl":"https://doi.org/10.1300/J093V03N02_02","url":null,"abstract":"Abstract Feelings of stress are common to almost all ministers. Ministers can do three things to reduce their stress levels: determine their core competencies and delegate those tasks that they do not enjoy or do well, establish clear expectations for their ministerial roles, and avoid overwork. The author also focuses on ambition as a source of clergy stress for ministers and their families.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"61 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121731315","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":"Church Volunteers: Classification, Recruitment, and Retention","authors":"Walter Wymer","doi":"10.1300/J093V03N02_05","DOIUrl":"https://doi.org/10.1300/J093V03N02_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125870984","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 As ministry organizations begin to embrace marketing, many do not know what it means to be “market oriented.” The purpose of this article is to discuss the key activities that constitute marketing activities in a ministry organization, and argues that the management of information flows is a fundamental function of marketing. It is suggested that there are three information flows that a ministry organization must manage: information from the leadership to the members, information from the members and the external environment to the leadership, and information from the organization to the external world.
{"title":"Managing Information in Ministry Organizations","authors":"Richard A. Spreng, Ken Knipp","doi":"10.1300/J093V03N01_05","DOIUrl":"https://doi.org/10.1300/J093V03N01_05","url":null,"abstract":"Abstract As ministry organizations begin to embrace marketing, many do not know what it means to be “market oriented.” The purpose of this article is to discuss the key activities that constitute marketing activities in a ministry organization, and argues that the management of information flows is a fundamental function of marketing. It is suggested that there are three information flows that a ministry organization must manage: information from the leadership to the members, information from the members and the external environment to the leadership, and information from the organization to the external world.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"56 12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-04-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133976076","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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