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Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives for planning service facilities – operational, locational, atmospheric/image, consumer use, contact personnel. Argues that congruent facilities are those that can succeed in integrating these competing perspectives.

This paper aims to investigate how changes in technology and gender roles have changed Generation Y’s (Gen Y) perception of the gender of services from previous studies. Although the past 20 years have seen substantial changes in service delivery methods in addition to changes in the traditional roles of gender and households, in many ways, businesses continue to deliver products and services to their customers using traditional marketing techniques.

Survey data were collected using a sample of 190 responses.

Results indicate that consumers will consistently identify services as having gender, that consumers will rate service gender consistent with the perceived typical consumer of a service and that consumers will rate service gender consistent with the gender of their front-line employee. Online/automated services are also gendered. High-contact services have stronger gender identity than low-contact services. Congruence of consumer and service gender is more important to men than women.

This study suggests that managers must understand gender identity of their services as well as cues that suggest gender relating to consumers and front-line employees. Automated and online services also must be positioned to give correct gender cues, particularly to male markets.

This is one of the few studies to explore the gender identity of services and the first study to consider service gender in approximately two decades. Additionally, it is the first study to explore gender in automated delivery/online services as well as high/low-contact services, and the first study to gauge service gender perceptions of Gen Y.

Applies four market segmentation criteria to the homosexual population. Determines that the homosexual community does not yet sufficiently satisfy these expectations in many product markets and that it is unlikely that any marketing changes will occur in the near future. Yet suggests that marketers should consider homosexuals as part of their contingent marketing strategy.

The purpose of this paper is to alert services marketers that a new methodology exists for researching many of the components of the consumer decision making process.

This methodology involves the use of real‐time measurements of neural (brain) activity associated with the presentation of various marketing stimuli. Instead of relying on traditional inferential associations to explain consumer behavior, this approach provides direct correlational associations.

The ability to examine what specific brain function or functions are activated during various stages of the consumer's decision‐making process should help service marketers improve their efficiency and effectiveness. While neuromarketing has applications to all forms of product marketing, it is of particular interest to services marketers because of the intangible nature of services; thus making conventional research more difficult and speculative.

Information for this paper was gathered from a variety of literature resources because the use of neural imaging has been used in many different physical and social sciences such as medicine, economics, political science, marketing, and psychology. While a few specific examples of using neuromarketing for the marketing of services exist, most are proprietary. This limits the generalizability of this paper currently but hopefully does not diminish interest in an area of research that has great potential for helping to answer many difficult questions.

Services marketers are encouraged to follow the technique as it evolves from medical procedure to marketing procedure.

The purpose of this paper is to replicate and extend earlier work on product gender perceptions.

The methodology tested six hypotheses, using nearly 500 respondents. The hypotheses were investigated using a survey approach with validated scales. Likert‐type data were analyzed using appropriate statistical measures.

Analysis of the data demonstrated that product gendering is still prevalent. In addition, males were more likely than females to purchase gender‐congruent products; that individuals with a greater desire for product‐self‐congruence used products as a form of self‐concept; that individuals reared in non‐traditional households were less focused on gender congruence; that less traditional individuals were less focused on gender congruence; and that those who sought gender congruence were more likely to seek gender cues in the marketing mix.

The product selection was based on a previous study and the sample was non‐random. Both of these decisions could be questioned.

These research results will allow one to understand whether social change during the past decade has altered product gender perceptions and to explore the degree to which consumers seek congruence between their own gender orientations and perceived product gender. This knowledge could be very important to consumer goods marketers making product design and promotional decisions.

The paper examines gender congruence in a maturing Generation Y, a generation second in size only to the Baby Boomers and one of significant market importance. It also provides the first substantive new data on this subject in over a decade.

The use of humor is quite prevalent in the promotion of US goods and services. Estimated expenditures on humorous advertisements are in the billions and a majority of advertisements may contain some humorous elements. Unfortunately, not much attention has been focused specifically on the role of humor in the advertising of services. By using the available humor‐related literature and synthesizing it with services marketing literature, a set of logically supported propositions was determined. Specifically, propositions are offered regarding the ability of humor to attract attention, increase comprehension, effect source credibility, and enhance liking. In addition, audience factors, the nature of the service product, the superiority of humor over non‐humor, the relatedness of humor to the product and the extension of humor into the international marketplace are examined.

The growth of research on the cognitive origins of market performance has focused on the impact of categories as a primary cognitive mechanism by which exchange occurs. In this research, performance outcomes are typically reduced when firms and products fail to meet audiences’ expectations about membership into categories. The ensuing literature has focused on spanning categories as evidence of not meeting audience expectations while largely ignoring the specific study of expectations themselves. This chapter argues that expectations for market behavior are important in their own right, and can impact market outcomes even when categorical boundaries are respected. Using the market for engagement rings as a setting, I show how lack of adherence to expectations can both increase and decrease market value even as the engagement rings adhere to categorical boundaries. Rather than simply focusing on category spanning as evidence that audience expectations have not been met, the findings suggest that expectations should be considered explicitly, with implications for competitive strategy.

The purpose of this paper is to briefly cover the origins of neuromarketing, explain the process in layman's terms, enumerate some of the findings in anecdotal form, and suggest future consumer behavior research directions based on these findings.

The discussion of neuromarketing in this paper is based on reports of both a theoretical and applied nature. Their contents have been synthesized and placed into context by showing how they relate to traditional marketing research approaches and assumptions.

While there are no concrete findings, preliminary assessments suggest that traditional, inferential assumptions about consumer behavior might be less powerful and explanatory than once believed. Combining neural activity images with conventional tools may produce more effective marketing practices.

Because this is an emerging field and still controversial, some of the key information is proprietary and/or fairly presumptive at this time. Cautions and criticisms have been included to counterbalance that point.

Understanding what is happening in this emerging field of inquiry is essential for anyone who believes that marketers can change the probability of a favorable response from consumers. The use of neuromarketing, if proven through use, has the capability of fundamentally changing how we design, promote, price, and package our products.

The marriage of cognitive neuroscience and marketing practice is a new field of inquiry. This paper provides a useful, non‐technical introduction.

For the past several decades women have been moving into the United States workforce in greater numbers and they have been gaining access to the types of jobs that were, traditionally, performed exclusively by men. Despite this progress, they are still having difficulty penetrating the so‐called “glass ceiling” into upper management positions (Alimo‐Metcalfe 1993; Tavakolian 1993). Many reasons have been advanced, but the most compelling of these concerns the “glass walls” that support the “glass ceiling”. The “glass walls” refer to those invisible barriers that limit the ability of women and minorities to gain access to the type of job that would place them in a position to break through the “glass ceiling” (Townsend 1996). If women are to gain parity with men in the workforce, they need to succeed in the positions that lie inside the “glass walls” that will enable them to rise through the “glass ceiling” to upper management.