Pub Date : 2012-12-01DOI: 10.20429/jamt.2012.030203
S. LeMay, J. Coleman, Dave McMahon
{"title":"Moral Foundation Theory and Marketing","authors":"S. LeMay, J. Coleman, Dave McMahon","doi":"10.20429/jamt.2012.030203","DOIUrl":"https://doi.org/10.20429/jamt.2012.030203","url":null,"abstract":"","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128279173","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030107
Odile Streed, A. Kagan
Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines through empirical research how these human factors interact in quick-service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices offered to customers, employees’ involvement and speed of delivery, vary. C ompensatory effects between control and fairness indicate that QSR chains with a strong tradition of control could introduce fairness attributes into the service encounter and increase customer satisfaction without substantially changing existing operating processes. Traditional QSR models may improve competitiveness and strengthen brand image by developing a stronger emotional connection with their customers. New avenues in front-line employee training could emerge, potentially leading to higher employee satisfaction.
{"title":"Control and Fairness in Customer Service","authors":"Odile Streed, A. Kagan","doi":"10.20429/jamt.2012.030107","DOIUrl":"https://doi.org/10.20429/jamt.2012.030107","url":null,"abstract":"Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines through empirical research how these human factors interact in quick-service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices offered to customers, employees’ involvement and speed of delivery, vary. C ompensatory effects between control and fairness indicate that QSR chains with a strong tradition of control could introduce fairness attributes into the service encounter and increase customer satisfaction without substantially changing existing operating processes. Traditional QSR models may improve competitiveness and strengthen brand image by developing a stronger emotional connection with their customers. New avenues in front-line employee training could emerge, potentially leading to higher employee satisfaction.","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"63 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123238664","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030105
Stephen W. Clopton, James E. Stoddard, M. Evans
{"title":"An Empirical Taxonomy of Tourist Information Search Strategies","authors":"Stephen W. Clopton, James E. Stoddard, M. Evans","doi":"10.20429/jamt.2012.030105","DOIUrl":"https://doi.org/10.20429/jamt.2012.030105","url":null,"abstract":"","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"105 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116002696","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030102
R. Clark, James J. Zboja, Clay M. Voorhees
The findings of this research underscore the relative importance of loyalty to the salesperson, when compared with retailer trust and satisfaction, on outcomes such as loyalty to the retailer and a consumer's willingness to pay price premiums. This research also demonstrates that loyalty to the salesperson has a diminished effect on both outcomes when the merchandise is perceived as being high quality. The findings suggest that managers need to be aware of potential contingency factors that may affect relationships within the service profit chain. Moreover, the results reveal that consumers make holistic evaluations of services and consider both the physical goods and service provided by employees when determining their loyalty to the retailer.
{"title":"The Role of Customer Loyalty to the Salesperson in Generating Premium Revenue for Retailers","authors":"R. Clark, James J. Zboja, Clay M. Voorhees","doi":"10.20429/jamt.2012.030102","DOIUrl":"https://doi.org/10.20429/jamt.2012.030102","url":null,"abstract":"The findings of this research underscore the relative importance of loyalty to the salesperson, when compared with retailer trust and satisfaction, on outcomes such as loyalty to the retailer and a consumer's willingness to pay price premiums. This research also demonstrates that loyalty to the salesperson has a diminished effect on both outcomes when the merchandise is perceived as being high quality. The findings suggest that managers need to be aware of potential contingency factors that may affect relationships within the service profit chain. Moreover, the results reveal that consumers make holistic evaluations of services and consider both the physical goods and service provided by employees when determining their loyalty to the retailer.","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114762680","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030104
T. Mccullough, S. Fullerton
A traditional mail survey sent to 1,000 U.S. heads-of-households provided information on the 227 respondents’ level of consumption of spectator sports as part of both the live audience and the media-based audience. The four segments were given names based upon the individuals’ concurrent levels of consumption as members of both the live and media-based audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. A set of 34 psychographic statements allowed for lifestyle-based profiles to be developed for each of the four designated segments. Based on the reported measures, meaningful differences across the four segments were identified. These differences have implications for both the marketers who are interested in customer retention and those who need to focus on customer acquisition.
{"title":"Psychographic Segmentation in a Unique Service Industry: A Typology Based on Consumers’ Levels of Consumption of Live and Media-Based Spectator Sports","authors":"T. Mccullough, S. Fullerton","doi":"10.20429/jamt.2012.030104","DOIUrl":"https://doi.org/10.20429/jamt.2012.030104","url":null,"abstract":"A traditional mail survey sent to 1,000 U.S. heads-of-households provided information on the 227 respondents’ level of consumption of spectator sports as part of both the live audience and the media-based audience. The four segments were given names based upon the individuals’ concurrent levels of consumption as members of both the live and media-based audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. A set of 34 psychographic statements allowed for lifestyle-based profiles to be developed for each of the four designated segments. Based on the reported measures, meaningful differences across the four segments were identified. These differences have implications for both the marketers who are interested in customer retention and those who need to focus on customer acquisition.","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123248796","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030101
Michael B. McCall
{"title":"Editors' Comments for JAMT Volume 3, Number 1","authors":"Michael B. McCall","doi":"10.20429/jamt.2012.030101","DOIUrl":"https://doi.org/10.20429/jamt.2012.030101","url":null,"abstract":"","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127236089","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030106
Anita Whiting
{"title":"Understanding the Service Environment: How Does Music, Color, and Aroma Impact Customers?","authors":"Anita Whiting","doi":"10.20429/jamt.2012.030106","DOIUrl":"https://doi.org/10.20429/jamt.2012.030106","url":null,"abstract":"","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133975061","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}
Pub Date : 2012-10-01DOI: 10.20429/jamt.2012.030103
Nader H. Shooshtari, Shawn Clouse, Simona Stan
Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of chamber of commerce members in a community with a population of about 65,000 people with regard to their customer service complaint handling policies and practices. The findings indicate that the majority of respondents appreciate the importance of good customer service. Furthermore, a significant portion of these firms have formal and specific procedures in place for training customer service employees, developing policies for resolving customer service complaints, and tracking feedback from customers. Indeed, many such firms hire and train customer services employees to ensure a higher level of customer service within their firms.
{"title":"Customer Complaint Handling: The Importance of Employee Training for Customer Service","authors":"Nader H. Shooshtari, Shawn Clouse, Simona Stan","doi":"10.20429/jamt.2012.030103","DOIUrl":"https://doi.org/10.20429/jamt.2012.030103","url":null,"abstract":"Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of chamber of commerce members in a community with a population of about 65,000 people with regard to their customer service complaint handling policies and practices. The findings indicate that the majority of respondents appreciate the importance of good customer service. Furthermore, a significant portion of these firms have formal and specific procedures in place for training customer service employees, developing policies for resolving customer service complaints, and tracking feedback from customers. Indeed, many such firms hire and train customer services employees to ensure a higher level of customer service within their firms.","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122912439","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}
Pub Date : 2012-09-11DOI: 10.20429/jamt.2012.030202
Luke L. Mao, James J. Zhang
This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to 61 international students attending a sports university in China. An exploratory factor analysis produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth). Hierarchical regression analyses revealed that these program quality factors positively ( p < .05) predicted student perceptions, satisfaction, and behavioral intentions toward the international program. The partial mediating role of satisfaction for the relationships between the program service quality factors and behavioral intention was supported. Discussions are focused on the practical implications for marketing practitioners. This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to international students attending a sports university in China. A factor analysis with principal component extraction and varimax rotation produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth ). Hierarchical regression analyses revealed that these program quality factors positively ( p < .05) predicted student perceptions, satisfaction, and behavioral intentions toward the international program. The partial mediating role of satisfaction for the relationships between the program service quality factors and behavioral intention was supported. Discussions are focused on the practical implications.
{"title":"Exploring the Factors Affecting the Perceived Program Quality of International Sports Education Programs: The Case of a Chinese Sports University","authors":"Luke L. Mao, James J. Zhang","doi":"10.20429/jamt.2012.030202","DOIUrl":"https://doi.org/10.20429/jamt.2012.030202","url":null,"abstract":"This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to 61 international students attending a sports university in China. An exploratory factor analysis produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth). Hierarchical regression analyses revealed that these program quality factors positively ( p < .05) predicted student perceptions, satisfaction, and behavioral intentions toward the international program. The partial mediating role of satisfaction for the relationships between the program service quality factors and behavioral intention was supported. Discussions are focused on the practical implications for marketing practitioners. This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to international students attending a sports university in China. A factor analysis with principal component extraction and varimax rotation produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth ). Hierarchical regression analyses revealed that these program quality factors positively ( p < .05) predicted student perceptions, satisfaction, and behavioral intentions toward the international program. The partial mediating role of satisfaction for the relationships between the program service quality factors and behavioral intention was supported. Discussions are focused on the practical implications.","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117340756","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}
Pub Date : 2011-11-01DOI: 10.20429/jamt.2011.020201
Rick Mathisen, Michael D. Musante
{"title":"Editors’ Comments for JAMT Volume 2, Number 2","authors":"Rick Mathisen, Michael D. Musante","doi":"10.20429/jamt.2011.020201","DOIUrl":"https://doi.org/10.20429/jamt.2011.020201","url":null,"abstract":"","PeriodicalId":248731,"journal":{"name":"Journal of Applied Marketing Theory","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114636647","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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