Pub Date : 2021-10-05DOI: 10.1142/9781944659806_0018
J. Holmqvist, Jochen Wirtz, Martin P. Fritze
{"title":"Digital Luxury Services: Tradition versus Innovation in Luxury Fashion","authors":"J. Holmqvist, Jochen Wirtz, Martin P. Fritze","doi":"10.1142/9781944659806_0018","DOIUrl":"https://doi.org/10.1142/9781944659806_0018","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"21 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74256407","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 : 2021-10-05DOI: 10.1142/9781944659806_0021
S. Kimes
{"title":"Revenue Management at The View","authors":"S. Kimes","doi":"10.1142/9781944659806_0021","DOIUrl":"https://doi.org/10.1142/9781944659806_0021","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"25 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84281639","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 : 2021-10-05DOI: 10.1142/9781944659806_0027
Jochen Wirtz, T. Menkhoff
{"title":"National Library Board Singapore: Delivering Cost-Effective Service Excellence Through Innovation and People","authors":"Jochen Wirtz, T. Menkhoff","doi":"10.1142/9781944659806_0027","DOIUrl":"https://doi.org/10.1142/9781944659806_0027","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"34 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79767020","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 : 2021-10-05DOI: 10.1142/9781944659806_0024
Jochen Wirtz, Stefanie Paluch, W. Kunz
{"title":"Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond?","authors":"Jochen Wirtz, Stefanie Paluch, W. Kunz","doi":"10.1142/9781944659806_0024","DOIUrl":"https://doi.org/10.1142/9781944659806_0024","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"8 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74259761","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 : 2021-09-22DOI: 10.1080/15332969.2021.1973704
{"title":"Retraction: Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions","authors":"","doi":"10.1080/15332969.2021.1973704","DOIUrl":"https://doi.org/10.1080/15332969.2021.1973704","url":null,"abstract":"","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"253 - 253"},"PeriodicalIF":0.0,"publicationDate":"2021-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49596812","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 : 2021-09-21DOI: 10.1080/15332969.2021.1976552
Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot
Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.
{"title":"Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research","authors":"Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot","doi":"10.1080/15332969.2021.1976552","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976552","url":null,"abstract":"Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"208 - 233"},"PeriodicalIF":0.0,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44033991","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 : 2021-09-21DOI: 10.1080/15332969.2021.1976001
Dawna L. Rhoades, B. Waguespack, Scott C. Ambrose
Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic has not recovered to its 2007 high before the Global Financial Crisis, the 30 year results suggest that this cycle has been broken. The last five years have produced SDI averages that are among the lowest in 30 years. Results for individual measures and airlines also provide interesting detail on US airline service quality.
航空旅行消费者报告(ATCR)于1987年首次出版。服务不质量指数(SDI)是用来比较航空公司绩效的(Rhoades & Waguespack, Managing Service Quality, 9(6)， 396-401, 1999)。这份长达25年的报告发现，客流量下降时，航空公司的质量会上升(Waguespack & Rhoades, Research in Transportation Business & Management, 2014年第10期，33-39页)。尽管交通量尚未恢复到全球金融危机前的2007年高点，但30年的结果表明，这种循环已被打破。过去5年的SDI平均值是30年来最低的。个别措施和航空公司的结果也提供了有关美国航空公司服务质量的有趣细节。
{"title":"The Best of Times: 30 Years of US Airline Service Quality","authors":"Dawna L. Rhoades, B. Waguespack, Scott C. Ambrose","doi":"10.1080/15332969.2021.1976001","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976001","url":null,"abstract":"Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic has not recovered to its 2007 high before the Global Financial Crisis, the 30 year results suggest that this cycle has been broken. The last five years have produced SDI averages that are among the lowest in 30 years. Results for individual measures and airlines also provide interesting detail on US airline service quality.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"180 - 193"},"PeriodicalIF":0.0,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46085160","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 : 2021-09-20DOI: 10.1080/15332969.2021.1976553
Reza Fazli-Salehi, Ivonne M. Torres, M. Zúñiga
Abstract The key account management (KAM) literature is multidirectional in certain respects. Within the KAM literature, it is challenging to find consensus on the definition or conceptualization and operationalization of KAM. We propose a decision-based conceptual framework to help managers and academics better understand the conditions that are most appropriate and how to best implement a KAM system. This article also discusses different organizational solutions for handling demanding customers, while implementing a cost-effective and efficient customer interface strategy (CIS).
{"title":"A Sales Approach to Key Account Management (KAM): Toward a Unified View of KAM Deployment and Operationalization","authors":"Reza Fazli-Salehi, Ivonne M. Torres, M. Zúñiga","doi":"10.1080/15332969.2021.1976553","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976553","url":null,"abstract":"Abstract The key account management (KAM) literature is multidirectional in certain respects. Within the KAM literature, it is challenging to find consensus on the definition or conceptualization and operationalization of KAM. We propose a decision-based conceptual framework to help managers and academics better understand the conditions that are most appropriate and how to best implement a KAM system. This article also discusses different organizational solutions for handling demanding customers, while implementing a cost-effective and efficient customer interface strategy (CIS).","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"234 - 252"},"PeriodicalIF":0.0,"publicationDate":"2021-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45579215","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 : 2021-09-11DOI: 10.1080/15332969.2021.1976003
Olivier Renier, V. Dalakas, Joanna Melancon
Abstract This study examines how marketing executives perceive valuations of sponsorship assets of soccer clubs. It was conducted with French marketing executives in regard to sponsorship assets of four Ligue 1 teams: Paris Saint-Germain and rival Olympique de Marseille, AS Saint-Etienne and rival Olympique Lyonnais. Results confirmed that both rationality and fandom influence how the executives assigned value to the teams’ sponsorship assets, suggesting that soccer fandom is hard to overlook even in cases when one is expected to make rational decisions.
{"title":"Does Fandom Influence Marketing Executives’ Valuations of Sports Sponsorships? Insight from the French Soccer League","authors":"Olivier Renier, V. Dalakas, Joanna Melancon","doi":"10.1080/15332969.2021.1976003","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976003","url":null,"abstract":"Abstract This study examines how marketing executives perceive valuations of sponsorship assets of soccer clubs. It was conducted with French marketing executives in regard to sponsorship assets of four Ligue 1 teams: Paris Saint-Germain and rival Olympique de Marseille, AS Saint-Etienne and rival Olympique Lyonnais. Results confirmed that both rationality and fandom influence how the executives assigned value to the teams’ sponsorship assets, suggesting that soccer fandom is hard to overlook even in cases when one is expected to make rational decisions.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"194 - 207"},"PeriodicalIF":0.0,"publicationDate":"2021-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45225553","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：