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Book part
Publication date: 1 January 2006

Gina L. Miller, Naresh K. Malhotra and Tracey M. King

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Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1305-9

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Article
Publication date: 1 July 2004

Michelle L. Patrick and Gina L. Miller

Current models of Internet adoption at the marketing/entrepreneurship interface focus on the Entrepreneurial Small Firm (ESF) as the supplier in a supplier/buyer…

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Abstract

Current models of Internet adoption at the marketing/entrepreneurship interface focus on the Entrepreneurial Small Firm (ESF) as the supplier in a supplier/buyer relationship. Analysis of a data set, which captured selected ESF Internet buying behaviours, offers insights from the buyer perspective. The authors present these findings and propose implications for the supplier/buyer relationship.

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Journal of Research in Marketing and Entrepreneurship, vol. 6 no. 1
Type: Research Article
ISSN: 1471-5201

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Book part
Publication date: 13 June 2013

Nelson Oly Ndubisi, Naresh K. Malhotra and Gina L. Miller

Purpose – This study draws on conflict management literature to examine service recovery by service organizations and its effect on the important marketing outcomes of…

Abstract

Purpose – This study draws on conflict management literature to examine service recovery by service organizations and its effect on the important marketing outcomes of customer perceptions of service quality (satisfaction, trust, attribution/praise, and value) which influences customer retention rate (loyalty) and thus firm profitability.Design/methodology – Data from 412 banking customers are first employed to test the study’s model, and the results are subsequently cross-validated using a sample of 421 health-care customers.Findings – In services marked by moderate to low customer contact (i.e., task oriented) such as banking, effective conflict management tends to increase customer satisfaction, trust, and perceived customer value. It also has a positive effect on customer loyalty, albeit mediated by the above three variables. However, in high contact service contexts (i.e., personal oriented) like health care, conflict management seems to have relatively weak direct and indirect effects on customer loyalty.Research limitations/implications – The single country (Malaysian) origin of the present study’s data suggests the need for corresponding research in a Western context, where customers likely have different service expectations. Additionally, the research scope could be extended to focus on the relational nature of conflict management (the way in which a conflict is framed and resolved) in service recovery and how this moderates the relationship between perceived service quality and customer loyalty. The bi-industry approach taken in this research could also be extended to other low- and high-contact service sectors.Practical implications – Service organizations may benefit from training their employees on conflict management, honing skills in sensing and halting potential customer conflicts, and instituting a rapid and procedurally robust conflict resolution mechanism.Value/originality – This research is the first to examine firm’s conflict management across two service sectors. It contributes to theory by situating conflict management at the crux of the service failure/recovery relationship quality debate and underlining its relevance for a range of desired outcomes namely, customer satisfaction, customer trust, customer value attribution or customer praise, and customer loyalty.

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Review of Marketing Research
Type: Book
ISBN: 978-1-78190-761-0

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Book part
Publication date: 19 September 2019

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Marketing in a Digital World
Type: Book
ISBN: 978-1-78756-339-1

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Book part
Publication date: 3 July 2018

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Innovation and Strategy
Type: Book
ISBN: 978-1-78754-828-2

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Book part
Publication date: 1 August 2017

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Qualitative Consumer Research
Type: Book
ISBN: 978-1-78714-491-0

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Book part
Publication date: 27 June 2016

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Marketing in and for a Sustainable Society
Type: Book
ISBN: 978-1-78635-282-8

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Book part
Publication date: 2 May 2015

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Brand Meaning Management
Type: Book
ISBN: 978-1-78441-932-5

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Book part
Publication date: 2 September 2014

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Shopper Marketing and the Role of In-Store Marketing
Type: Book
ISBN: 978-1-78441-001-8

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Book part
Publication date: 13 July 2011

Naresh K. Malhotra

It is a great honor to be selected as a marketing legend, and 117 of my refereed journal articles are published in nine volumes by Sage India as part of the Legend series…

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It is a great honor to be selected as a marketing legend, and 117 of my refereed journal articles are published in nine volumes by Sage India as part of the Legend series. In this chapter, I discuss my preparation for an academic career and the trajectory my research has followed. I reflect on my research contributions to marketing by selectively summarizing the key contributions in each of the nine volumes and draw out some lessons and principles I have learned in the process.

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Review of Marketing Research: Special Issue – Marketing Legends
Type: Book
ISBN: 978-0-85724-897-8

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