Abstract In this paper, I discuss a pair of issues which have emerged during an investigation of administration in the larger church (e.g., over 1000 members) setting. In general, the churches surveyed appear to encounter problems with overly-decentralized structures, where all staff members report to the senior pastor, and with lack of coordination in the Christian Education function. I argue for a taller structure and for use of a professional administrator as methods for overcoming problems.
{"title":"Organizational Structure in the Larger Church Setting","authors":"S. Hartman","doi":"10.1300/J093V03N01_04","DOIUrl":"https://doi.org/10.1300/J093V03N01_04","url":null,"abstract":"Abstract In this paper, I discuss a pair of issues which have emerged during an investigation of administration in the larger church (e.g., over 1000 members) setting. In general, the churches surveyed appear to encounter problems with overly-decentralized structures, where all staff members report to the senior pastor, and with lack of coordination in the Christian Education function. I argue for a taller structure and for use of a professional administrator as methods for overcoming problems.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"40 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":"128237059","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":"Incorporating Systems Thinking and Matrix Management in a Church-Related Organization: Part II","authors":"D. Brien","doi":"10.1300/J093V03N01_01","DOIUrl":"https://doi.org/10.1300/J093V03N01_01","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"19 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":"114403189","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 explains how basic statistics, content analysis and regression and correlation analysis may be combined to produce measures that indicate changes in donor-appeal-letter sensitivity and donor commitment over time. It also explains how donor sensitivities to certain issues may be discovered by incorporating demographic and lifestyle statistics by zip code.
{"title":"In-House and External Secondary Data Sources for a Ministry Donor Information System","authors":"Vernon Q. Murray","doi":"10.1300/J093V03N01_06","DOIUrl":"https://doi.org/10.1300/J093V03N01_06","url":null,"abstract":"Abstract This paper explains how basic statistics, content analysis and regression and correlation analysis may be combined to produce measures that indicate changes in donor-appeal-letter sensitivity and donor commitment over time. It also explains how donor sensitivities to certain issues may be discovered by incorporating demographic and lifestyle statistics by zip code.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"80 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":"114468215","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 Many ministry or church leaders and managers operate on too little knowledge and information about their organization's culture. The effective ones are well aware of what they do not know and they are not afraid to ask how things really work. The authors suggest a three step approach to improving organizational dynamics. The process involves: (1) looking at the big picture, (2) conducting a church/ministry organizational audit, and (3) facilitating change in the culture.
{"title":"How Do Things Really Work Around Here","authors":"Carle M. Hunt, B. Vernon, JoAnna Hunt","doi":"10.1300/J093V03N01_02","DOIUrl":"https://doi.org/10.1300/J093V03N01_02","url":null,"abstract":"Abstract Many ministry or church leaders and managers operate on too little knowledge and information about their organization's culture. The effective ones are well aware of what they do not know and they are not afraid to ask how things really work. The authors suggest a three step approach to improving organizational dynamics. The process involves: (1) looking at the big picture, (2) conducting a church/ministry organizational audit, and (3) facilitating change in the culture.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"96 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":"132115179","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 Decision-making within any organization is difficult. In pastoral organizations it involves leadership strengths and weaknesses as well as congregational wants and needs. Standing between them are parish councils and advisory boards of different kinds which serve to bridge the two. Often, these groups become attuned to working together and making decisions together. They try to achieve consensus among themselves as well as among the parish or church as a whole. Groupthink cautions us to question the absolute validity of consensus in pastoral decision-making. It directs us towards recognizing the importance of disagreement within the group and to seriously consider alternatives, and to view these alternatives as catalysts for personal and organizational spiritual development.
{"title":"The Emperor Unclothed","authors":"S. Primeaux","doi":"10.1300/J093V03N01_03","DOIUrl":"https://doi.org/10.1300/J093V03N01_03","url":null,"abstract":"Abstract Decision-making within any organization is difficult. In pastoral organizations it involves leadership strengths and weaknesses as well as congregational wants and needs. Standing between them are parish councils and advisory boards of different kinds which serve to bridge the two. Often, these groups become attuned to working together and making decisions together. They try to achieve consensus among themselves as well as among the parish or church as a whole. Groupthink cautions us to question the absolute validity of consensus in pastoral decision-making. It directs us towards recognizing the importance of disagreement within the group and to seriously consider alternatives, and to view these alternatives as catalysts for personal and organizational spiritual development.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"3 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":"115404822","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 Retailers can respond to consumer complaints of perceived problems in many different ways. The response chosen by the retailer, as well as the time and effort exerted by the consumer, can influence consumer satisfaction/dissatisfaction (S/D) with the complaint resolution process. Results suggest that consumer S/D with the complaint resolution process has four critical dimensions. The two consumer input dimensions are consumer time and consumer effort expended in an attempt to resolve the problem. The two outcome dimensions are compensation received and attributes of the retailer's representative.
{"title":"The HASSLE Scale","authors":"M. D. Richard, Dee Dee Hicks","doi":"10.1300/J127V03N04_05","DOIUrl":"https://doi.org/10.1300/J127V03N04_05","url":null,"abstract":"Abstract Retailers can respond to consumer complaints of perceived problems in many different ways. The response chosen by the retailer, as well as the time and effort exerted by the consumer, can influence consumer satisfaction/dissatisfaction (S/D) with the complaint resolution process. Results suggest that consumer S/D with the complaint resolution process has four critical dimensions. The two consumer input dimensions are consumer time and consumer effort expended in an attempt to resolve the problem. The two outcome dimensions are compensation received and attributes of the retailer's representative.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114971548","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 passage of the ADA has created sweeping changes for many companies. In addition to providing accommodation for disabled employees and customers, companies are learning how to deal with the disabled. This paper presents guidelines for salespersons who are likely to encounter disabled customers more frequently in the future. Suggestions for managing disabled customer relationships are made.
{"title":"The Impact of the Americans with Disabilities Act (ADA) on Customer Relationships","authors":"C. Swift, J. Wayland, Robert F. Wayland","doi":"10.1300/J127V03N04_07","DOIUrl":"https://doi.org/10.1300/J127V03N04_07","url":null,"abstract":"Abstract The passage of the ADA has created sweeping changes for many companies. In addition to providing accommodation for disabled employees and customers, companies are learning how to deal with the disabled. This paper presents guidelines for salespersons who are likely to encounter disabled customers more frequently in the future. Suggestions for managing disabled customer relationships are made.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"38 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129949613","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":"Is Gap Analysis a Useful Aid for Measuring Service Quality in Industrial Product Sales Organizations","authors":"A. H. Kizilbash, N. Hanna, J. Wagle","doi":"10.1300/J127V03N04_06","DOIUrl":"https://doi.org/10.1300/J127V03N04_06","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130519762","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 examines the importance of the Total Quality Management (TQM) movement for business enterprise. In view of the different conceptualizations of quality and the varied prescriptions for managing the process to ensure continuous and consistent achievement of the same, a framework is described which places the marketing discipline as the umbrella function that is best prepared to implement TQM in the organization. A capstone marketing TQM course is suggested as a vehicle for student exposure to TQM deployment.
{"title":"Total Quality Management: Is It the Marketing Concept Revisited?","authors":"Satya P. Chattopadhyay","doi":"10.1300/J127V03N04_03","DOIUrl":"https://doi.org/10.1300/J127V03N04_03","url":null,"abstract":"Abstract This paper examines the importance of the Total Quality Management (TQM) movement for business enterprise. In view of the different conceptualizations of quality and the varied prescriptions for managing the process to ensure continuous and consistent achievement of the same, a framework is described which places the marketing discipline as the umbrella function that is best prepared to implement TQM in the organization. A capstone marketing TQM course is suggested as a vehicle for student exposure to TQM deployment.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122954421","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 Consumer sovereignty is a concept that is well-established in the marketing literature. It is widely assumed the customer satisfaction is a crucial variable in determining the long-run prosperity of a business. Since the sales force often has the most contact with the customer, it seems logical that their efforts toward satisfying the client would be imperative. The selling orientation-customer orientation (SOCO) scale developed by Saxe and Weitz (1982) was used to determine the customer-orientation of 180 real estate sales personnel. The results of the research indicate that real estate sales representatives can practice customer-oriented selling without fear of losing sales due to their being too “soft” in their selling methods. In addition, the results indicate that companies wishing to enhance their sales personnel's level of customer-orientation may do so through professionally designed sales training programs.
{"title":"An Exploratory Analysis of the Impact of Salesperson Customer-Orientation on Sales Force Productivity","authors":"Charles E. Pettijohn, L. Pettijohn, R. Parker","doi":"10.1300/J127V03N04_02","DOIUrl":"https://doi.org/10.1300/J127V03N04_02","url":null,"abstract":"Abstract Consumer sovereignty is a concept that is well-established in the marketing literature. It is widely assumed the customer satisfaction is a crucial variable in determining the long-run prosperity of a business. Since the sales force often has the most contact with the customer, it seems logical that their efforts toward satisfying the client would be imperative. The selling orientation-customer orientation (SOCO) scale developed by Saxe and Weitz (1982) was used to determine the customer-orientation of 180 real estate sales personnel. The results of the research indicate that real estate sales representatives can practice customer-oriented selling without fear of losing sales due to their being too “soft” in their selling methods. In addition, the results indicate that companies wishing to enhance their sales personnel's level of customer-orientation may do so through professionally designed sales training programs.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122222282","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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