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Book part
Publication date: 27 October 2016

Alexandra L. Ferrentino, Meghan L. Maliga, Richard A. Bernardi and Susan M. Bosco

This research provides accounting-ethics authors and administrators with a benchmark for accounting-ethics research. While Bernardi and Bean (2010) considered publications…

Abstract

This research provides accounting-ethics authors and administrators with a benchmark for accounting-ethics research. While Bernardi and Bean (2010) considered publications in business-ethics and accounting’s top-40 journals this study considers research in eight accounting-ethics and public-interest journals, as well as, 34 business-ethics journals. We analyzed the contents of our 42 journals for the 25-year period between 1991 through 2015. This research documents the continued growth (Bernardi & Bean, 2007) of accounting-ethics research in both accounting-ethics and business-ethics journals. We provide data on the top-10 ethics authors in each doctoral year group, the top-50 ethics authors over the most recent 10, 20, and 25 years, and a distribution among ethics scholars for these periods. For the 25-year timeframe, our data indicate that only 665 (274) of the 5,125 accounting PhDs/DBAs (13.0% and 5.4% respectively) in Canada and the United States had authored or co-authored one (more than one) ethics article.

Details

Research on Professional Responsibility and Ethics in Accounting
Type: Book
ISBN: 978-1-78560-973-2

Keywords

Article
Publication date: 1 February 1991

Charles A. Pranter and Charles L. Martin

Describes how customer satisfaction can be influenced by direct orindirect interaction with other customers in a service facility′sphysical environment. Explores how the…

Abstract

Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility′s physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory research which identified ten roles a service provider can play: Environmental Engineer, Teacher, Rifleman, Cheerleader, Police Officer, Detective, Santa Claus, Matchmaker, Legislator.

Details

Journal of Services Marketing, vol. 5 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 February 2016

Charles L. Martin

This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars…

4810

Abstract

Purpose

This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars’ and practitioners’ awareness of the historical and ongoing relevance of customer-to-customer (C2C) encounters, the challenges C2C encounters pose and the opportunities for future research.

Design/methodology/approach

A combination of review and commentary approaches is taken to summarize the 1989 article, the circumstances of its conception, the topic’s intersection with contemporary service topics and to illustrate the multi-faceted nature of C2C encounters and the challenges faced in their management.

Findings

Investigated in a number of service contexts, C2C encounters continue to be relevant in a multitude of service environments where customers converge.

Research limitations/implications

Because the evolution of service scholarship and practice is collectively shaped by an infinite number of people, events and sources, the attribution of effects to only one or a few influences is a highly subjective matter of interpretation.

Practical implications

Because C2C encounters are part of customers’ service experiences and can affect their satisfaction and patronage behaviors, service organizations can benefit by their efforts to influence C2C encounters.

Social implications

The criteria customers use to react to other customers and the bases used by service organizations/personnel to manage C2C encounters may not always be morally, ethically or legally defensible. For example, the Napa Valley Wine Train incident of 2015 involved allegations of racial discrimination and intentional infliction of emotional distress.

Originality/value

The retrospective analysis contributes to the field’s understanding of the historical development of services marketing and provides fodder for future research.

Details

Journal of Services Marketing, vol. 30 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 February 1991

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/03090569110003193. When citing…

156

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/03090569110003193. When citing the article, please cite: Charles L. Martin, Phillips W. Goodell, (1991), “Historical, Descriptive and Strategic Perspectives on the Construct of Product Commitment”, European Journal of Marketing, Vol. 25 Iss: 1, pp. 53 - 60.

Details

International Journal of Wine Marketing, vol. 3 no. 2
Type: Research Article
ISSN: 0954-7541

Article
Publication date: 1 December 2002

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000006109. When citing the…

6584

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000006109. When citing the article, please cite: Cindy Claycomb, Charles L. Martin, (2001), “Building customer relationships: an inventory of service providersʼ objectives and practices”, Marketing Intelligence & Planning, Vol. 19 Iss: 6, pp. 385 - 39.

Details

Journal of Services Marketing, vol. 16 no. 7
Type: Research Article
ISSN: 0887-6045

Article
Publication date: 1 March 1989

Charles L. Martin and Charles A. Pranter

Describes how customers potentially influence the satisfaction anddissatisfaction of other customers in many service environments.Explains why service marketers and…

2878

Abstract

Describes how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments. Explains why service marketers and operations marketers should be aware of the impact of such customer‐to‐customer relations. Examines the issues of customer compatibility and customer behaviour, finding that the classification of compatible and incompatible behaviours is often situation‐specific. Explores how the way customers affect each other can be positively influenced.

Details

Journal of Services Marketing, vol. 3 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Case study
Publication date: 2 April 2015

Alexander W. Ng, Lasse Mertins and Charles L. Martin

Winstar Communications was a successful and fast growing telecommunication company in the 1990s and early 2000s. However, in the early 2000s, the company started to…

Abstract

Synopsis

Winstar Communications was a successful and fast growing telecommunication company in the 1990s and early 2000s. However, in the early 2000s, the company started to struggle financially. In 2000, Grant Thornton audited Winstar, issuing an unqualified opinion. After Winstar went into bankruptcy in 2002, investors started to question the quality of the audit. This teaching case is based on the Gould v. Grant Thornton case that was tried in the United States Court of Appeals in 2011/2012. It provides accounting students with an opportunity to learn about auditing procedures and the consequences when auditing procedures are not correctly followed.

Research methodology

Teaching case study.

Relevant courses and levels

This case study is suitable for introductory undergraduate auditing, advanced undergraduate auditing and master level auditing courses.

Details

The CASE Journal, vol. 11 no. 2
Type: Case Study
ISSN: 1544-9106

Keywords

Article
Publication date: 1 February 1990

Michael R. Bowers, Charles L. Martin and Alan Luker

Offers a fresh outlook for managing the delicate interactionbetween the customer and the contact employee in the serviceenvironment. Emphasizes that the quality of the…

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Abstract

Offers a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment. Emphasizes that the quality of the customer‐employee interfacehas a great effect on customers′ perceptions of the quality and value of the service, as well as on their satisfaction. Suggests a model of how companies can improve this interface by treating employees ascustomers and customers as employees, thus developing lower cost and higher quality services and also higher levels of satisfaction on the part of both customers and employees. Recommends various steps for management to take.

Details

Journal of Services Marketing, vol. 4 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 17 February 2012

Charles L. Martin

This “viewpoint” article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor…

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Abstract

Purpose

This “viewpoint” article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L. Martin, who served on the journal's Editorial Advisory Board from 1987‐1990 and as Editor from 1990 to the present day.

Design/methodology/approach

The article summarizes the events and publisher's philosophy leading up to the founding of the journal, and discusses the policies/practices and content of the journal from 1987 through 2011.

Findings

The journal has evolved as the field of services marketing has evolved – from many conceptual, “how to” and idea articles to those more empirically‐based and theory‐driven. However, the journal's commitment to managerial implications or other implications continues.

Practical implications

Understanding the history and evolution of the journal promises to help service researchers better understand the field's archives, identify gaps in the literature and position their research for the future. The paper promises to help service researchers and business practitioners alike to understand that the field of services marketing is not static; rather it has evolved and developed over the years and will continue to do so in the future.

Originality/value

It is useful for any organization – including journals – to periodically document and reflect on its history in order to set its sights on the future.

Details

Journal of Services Marketing, vol. 26 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Abstract

Details

Research on Professional Responsibility and Ethics in Accounting
Type: Book
ISBN: 978-0-76231-239-9

1 – 10 of over 3000