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1 – 10 of 43
Article
Publication date: 29 May 2007

Gerrard Macintosh

This research seeks to test a model examining the potential links between customer orientation, expertise, and relationship quality at the interpersonal level and the link…

10914

Abstract

Purpose

This research seeks to test a model examining the potential links between customer orientation, expertise, and relationship quality at the interpersonal level and the link between relationship quality and positive service outcomes at the firm level, such as loyalty and positive word of mouth.

Design/methodology/approach

The study employs a survey methodology to obtain the opinions of 220 business travelers regarding their relationships with their travel agents. The hypothesized relationships were testing using structural equation modeling (SEM).

Findings

The research found significant positive relationships between customer orientation and expertise and respondents' perception of relationship quality. It also found significant links between relationship quality at the interpersonal level and positive outcomes at the organizational level. Interpersonal relationship quality enhanced customer satisfaction with the service firm but was also directly linked to loyalty to the firm and positive word‐of‐mouth about the firm.

Research limitations/implications

The study reinforces the importance of examining firm‐level and personal‐level relationships in services. Further, it verifies empirically an important link between customer orientation and relationship quality.

Originality/value

For managers, the study demonstrates the importance of having customer‐oriented employees and the importance that the relationship between customers and employees plays in fostering customer loyalty and positive word‐of‐mouth about the firm.

Details

Journal of Services Marketing, vol. 21 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 24 April 2009

Gerrard Macintosh

This research seeks to test a model examining the antecedents and outcomes of interpersonal rapport in a professional service context. The four antecedents examined are…

4142

Abstract

Purpose

This research seeks to test a model examining the antecedents and outcomes of interpersonal rapport in a professional service context. The four antecedents examined are familiarity, mutual self‐disclosure, extras, and common grounding, and the outcomes examined are trust, satisfaction, and word‐of‐mouth communication.

Design/methodology/approach

The study employs a survey methodology to obtain the opinions of 121 dental patients regarding their relationships with dental professionals. The hypothesized relationships in the model were tested using structural equation modeling (SEM).

Findings

The research findings indicated that all four antecedents were positively related to rapport. Rapport was also found to be related to customer satisfaction and word‐of‐mouth communication, but rapport was not found to be related to trust. Post hoc analysis suggests that rapport appears to be related to trust early in relationships, then becomes less important, but re‐emerges as a driver of trust in very mature relationships.

Practical implications

Since rapport appears to be important to generating word‐of‐mouth, managers should foster and reward rapport‐building behavior.

Originality/value

The study empirically verified four antecedents of interpersonal rapport in services, and supports the role of rapport as an important mediating variable in relationship development. The research also supported prior findings on the unique contribution of rapport to positive word‐of‐mouth communication.

Details

Journal of Services Marketing, vol. 23 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 April 2002

Gerrard Macintosh

Service relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service…

2087

Abstract

Service relationships are often complex, involving multi‐level relationships. Customers can have relationships with the firm and interpersonal relationships with service personnel that vary in terms of strength and intensity. A study was designed to examine the relationship between perceived risk and type of service relationship. It also examined outcomes differences between different types of service relationships. The results suggest that consumers who have strong interpersonal relationships have the highest perceptions of category risk and the lowest perceptions of specific provider risk. The results also indicate that outcomes vary across different types of relationships. Customers who have strong interpersonal or strong person‐to‐firm relationships are less interested in alternatives, but only customers with strong interpersonal relationships are more dedicated, evidenced by greater cooperation, enhancement, identity, and advocacy.

Details

Journal of Services Marketing, vol. 16 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 25 April 2008

Gerrard Macintosh and Charles Stevens

This research aims to examine the link between personality, motives, and the choice of conflict resolution strategy in a service conflict context.

2568

Abstract

Purpose

This research aims to examine the link between personality, motives, and the choice of conflict resolution strategy in a service conflict context.

Design/methodology/approach

Participants' responses to a service conflict scenario were coded into strategy categories and both personality (the Big Five) and motives were measured with established scales. Differences in personality and motives across the strategies were assessed with ANOVA and the relationship between personality and motives was assessed with multiple‐regression.

Findings

While the results did not show a direct relationship between personality and choice of strategy, they did indicate an indirect link through motives. The results also show that consumers used a variety of strategies based on a mix of economic and social motives.

Research limitations/implications

The results show that social motives play an important role in business conflicts. The study also supports a multi‐level perspective of personality, where basic tendencies (the Big Five) impact characteristic adaptations (motives), which are more closely related to behavior.

Practical implications

The results suggest that consumer behavior in dealing with conflict can be complex and that service provider cannot rely on “one best way” strategies for dealing with customers. Managers should also be sensitive to the importance that social motives play in conflict resolution, particularly the importance consumers place on fairness.

Originality/value

The paper illustrates how social motives play an important role in business conflicts.

Details

International Journal of Conflict Management, vol. 19 no. 2
Type: Research Article
ISSN: 1044-4068

Keywords

Article
Publication date: 18 December 2003

Dong‐Mo Koo

This study examines how various characteristics of the discount retail environment and the overall attitude towards a discount retail store, considered to be an abstract…

6217

Abstract

This study examines how various characteristics of the discount retail environment and the overall attitude towards a discount retail store, considered to be an abstract and global image component, influence consumers’ satisfaction and how consumers’ satisfaction, in turn, affects store loyalty. The data, collected from a sample of 517 discount retail customers in Daegu, Korea, indicate that: (1) forming the overall attitude is more closely related to in‐store services: atmosphere, employee service, after sales service and merchandising, (2) store satisfaction is formed through perceived store atmosphere and value, (3) the overall attitude has strong influence on satisfaction and loyalty and its impact is much stronger on loyalty than on satisfaction, (4) store loyalty is directly affected by most significantly location, merchandising and after sale service in order, (5) satisfaction is not related to customers’ committed store revisiting behavior. The applications in management and implications for future research are discussed.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 15 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 1 January 1997

Warwick Murray and Lawrence S. Lockshin

Problems with corks are a major issue in the wine industry. The key problem has been the lack of consumer acceptance of alternative closures. This research used an…

Abstract

Problems with corks are a major issue in the wine industry. The key problem has been the lack of consumer acceptance of alternative closures. This research used an interview and survey approach with 200 wine shoppers in Australia to determine: 1) consumer perceptions of cork problems; 2) acceptance of a synthetic cork with no information provided; and 3) acceptance of a synthetic cork after providing information concerning cork problems and solutions. Consumers who purchased more than one bottle of wine per week had the most problems with corks, but 75% of all consumers interviewed had experienced some problems in the last 12 months. The provision of information was key in gaining consumer acceptance of the synthetic corks. Measures of which attributes of the synthetic corks attracted consumers is also provided along with recommendations for introducing these closures into the marketplace.

Details

International Journal of Wine Marketing, vol. 9 no. 1
Type: Research Article
ISSN: 0954-7541

Keywords

Article
Publication date: 1 September 2005

Sangkyun Kim and Choon Seong Leem

To provide the strategic model of approach which helps enterprise executives to solve the managerial problems of planning, implementation and operation about information…

2730

Abstract

Purpose

To provide the strategic model of approach which helps enterprise executives to solve the managerial problems of planning, implementation and operation about information security in business convergence environments.

Design/methodology/approach

A risk analysis method and baseline controls of BS7799 were used to generate security patterns of business convergence. With the analysis of existing enterprise architecture (EA) methods, the framework of the enterprise security architecture was designed.

Findings

The adaptive framework, including the security patterns with quantitative factors, enterprise security architecture with 18 dimensions, and reference models in business convergence environments, is provided.

Research limitations/implications

Information assets and baseline controls should be subdivided to provide more detailed risk factors and weight factors of each business convergence strategy. Case studies should be performed continuously to consolidate contents of best practices.

Practical implications

With the enterprise security architecture provided in this paper, an enterprise that tries to create a value‐added business model using convergence model can adapt itself to mitigate security risks and reduce potential losses.

Originality/value

This paper outlined the business risks in convergence environments with risk analysis and baseline controls. It is aguably the first attempt to adapt the EA approach for enterprise executives to solve the security problems of business convergence.

Details

Industrial Management & Data Systems, vol. 105 no. 7
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 1 January 1954

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Abstract

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Details

Aslib Proceedings, vol. 6 no. 1
Type: Research Article
ISSN: 0001-253X

Content available
Book part
Publication date: 11 February 2022

Abstract

Details

Gender and Female Villains in 21st Century Fairy Tale Narratives
Type: Book
ISBN: 978-1-80117-565-4

Article
Publication date: 30 January 2009

Michal Polasik and Tomasz Piotr Wisniewski

This paper seeks to identify empirically the factors underlying the decision to adopt online banking in Poland.

6429

Abstract

Purpose

This paper seeks to identify empirically the factors underlying the decision to adopt online banking in Poland.

Design/methodology/approach

The sample used in this study is based on 3,519 interactive questionnaires completed by Polish internet users. The dichotomous decision of whether to adopt internet banking services was linked, via Binomial Logistic Regression, to numerous explanatory variables.

Findings

Generally, the behaviour of Polish internet users and that of consumers in more developed countries exhibit similar traits. One of the dominant relationships that has been observed in our study is the link between the decision to open an online account and the perceived level of security of internet transactions. Experience with the medium of internet and certain demographic variables also proved to be robust predictors of the adoption status. Moreover, this inquiry documents that advertising appears to be efficacious and that online banking interacts with consumption of other products offered by banks. These findings imply that financial institutions can encourage customers to use this cost‐effective distribution channel through carefully‐planned actions.

Practical implications

The results presented in this paper can be of assistance to banks that either operate in Poland or intend to design a pan‐European strategy. Useful insights are also provided with regard to market segmentation, security and strategies fostering the acceptance of online banking.

Originality/value

The analysis is based on a large sample and broadens our understanding of the attitudes towards innovative financial products by considering factors rarely discussed in prior literature.

Details

International Journal of Bank Marketing, vol. 27 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

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