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 Competition in higher education in many different countries mandates the need for assessments of customer perceived service quality for differentiation purposes. This study identified key determinants that influence students perception of quality in business education in New Zealand. Strategic implications for universities and suggestions for future research are provided.
{"title":"Strategic Implications for Marketing Business Education in New Zealand","authors":"M. Joseph","doi":"10.1300/J127V03N04_04","DOIUrl":"https://doi.org/10.1300/J127V03N04_04","url":null,"abstract":"Abstract Competition in higher education in many different countries mandates the need for assessments of customer perceived service quality for differentiation purposes. This study identified key determinants that influence students perception of quality in business education in New Zealand. Strategic implications for universities and suggestions for future research are provided.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"102 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":"129994015","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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