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Article
Publication date: 22 October 2020

Laurence Ashworth and Maureen A. Bourassa

This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored…

Abstract

Purpose

This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored over two studies. The first aimed to test whether respect spontaneously emerged as an important component of consumer satisfaction. The second aimed to examine whether perceptions of respect could explain consumers’ satisfaction response beyond traditional antecedents of satisfaction (i.e. product and service factors, expectations).

Design/methodology/approach

The first (pilot) study examined whether respect/disrespect spontaneously emerged in written descriptions of highly satisfactory/dissatisfactory experiences (n = 356). The second (main) study used a survey methodology to test whether perceptions of respect could explain customer satisfaction beyond traditional antecedents (n = 2,641 plus n = 398).

Findings

Drawing on theories from social psychology and organizational justice, the current study argues that perceived respect, as inferred by customers from elements of their interactions with organizations, may also be critically involved in the satisfaction response.

Research limitations/implications

Conceptually, the findings place respect as a central antecedent among satisfaction determinants.

Practical implications

Practically, this research underscores the importance of enacting respect and avoiding actions that communicate disrespect because of their effect on satisfaction.

Originality/value

Customer satisfaction is critically important to organizations and so a great deal of research or work has sought to understand its causes – traditionally product performance, service quality and expectations. This current work, or This current research argues that inferred respect, as an indicator of the extent to which people perceive they are valued, should have an important, and general, influence on satisfaction that goes beyond what traditional determinants of satisfaction can explain.

Details

European Journal of Marketing, vol. 54 no. 10
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 20 March 2009

Maureen A. Bourassa and William H. Murphy

The purpose of this paper is to provide an historical review of Stanley C. Hollander's Sales Devices throughout the Ages, from 2500 BC to 1953 AD.

297

Abstract

Purpose

The purpose of this paper is to provide an historical review of Stanley C. Hollander's Sales Devices throughout the Ages, from 2500 BC to 1953 AD.

Design/methodology/approach

Using the historical review method, the paper examines a monograph with historical importance, summarizing the contents and analyzing it in the context of the author's life. With reference to outside sources, the paper seeks to improve understanding of the monograph within its historical context.

Findings

Sales Devices throughout the Ages provides a fascinating journey through 4,000 years of selling history. Analysis of the monograph and of its historical context reveals transformations in the legitimacy of selling, both within marketing and within society as a whole.

Originality/value

This monograph is one of Hollander's earliest works, and as a result, few library copies remain. We are not aware of any other reviews of this monograph, and are therefore pleased it is being brought to the fore in this special issue celebrating Hollander's life and work.

Details

Journal of Historical Research in Marketing, vol. 1 no. 1
Type: Research Article
ISSN: 1755-750X

Keywords

Article
Publication date: 25 January 2013

Maureen A. Bourassa, Peggy H. Cunningham and Jay M. Handelman

This study seeks to investigate the interaction between marketers' strategic behaviors, social norms, and societal stakeholders within a particular historical time period, the…

Abstract

Purpose

This study seeks to investigate the interaction between marketers' strategic behaviors, social norms, and societal stakeholders within a particular historical time period, the 1960s and 1970s.

Design/methodology/approach

The study's findings are based on an analysis of two dominant retail industry trade publications, Chain Store Age and Progressive Grocer.

Findings

The analysis reveals an intriguing array of strategic marketing activity throughout these two decades not captured in considerations of marketing strategy at the time. The retailers examined engaged in two interesting behaviors. First, they responded to a wide range of stakeholder demands in a paradoxical fashion. Second, as retailers were confronted with social norms, instead of conforming to these norms they worked to help influence and shape them to their own advantage. This examination of retailers' behaviors over two decades has allowed the authors to present an intriguing new dimension to the understanding of marketing strategy.

Originality/value

The study found that throughout the 1960s and 1970s, marketers appeared to be actively engaged in a social dialogue. Through this dialogue, they not only responded to norms, but also attempted to shape the norms that came to define legitimate behavior for the marketers. This kind of strategic marketing endeavor was not accounted for in the managerial school of thought that dominated marketing thinking at the time.

Details

Journal of Historical Research in Marketing, vol. 5 no. 1
Type: Research Article
ISSN: 1755-750X

Keywords

Article
Publication date: 13 March 2007

Maureen A. Bourassa, Peggy H. Cunningham and Jay M. Handelman

Philip Kotler is one of the pioneers who has contributed to the broadening of academic inquiry in the field of marketing. He has had a significant role in shaping how marketing is…

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Abstract

Purpose

Philip Kotler is one of the pioneers who has contributed to the broadening of academic inquiry in the field of marketing. He has had a significant role in shaping how marketing is taught to and practised by students and managers of marketing. By examining the personal and macroenvironmental influences that have come to shape his work, this paper seeks to explore how Philip Kotler has achieved such influence in the field of marketing.

Design/methodology/approach

The research was driven by a desire to understand the context in which Kotler developed his work, including the personal influences on his life as well as the macroenvironmental forces within which his work has emerged. To this end, the reseaerch employed qualitative techniques to analyze a number of data sources including depth interviews with Philip Kotler and nine of his colleagues, participant observation at Kotler's 75th birthday celebration hosted by the Kellogg School, a review of marketing textbooks, and a review of relevant literature.

Findings

The research reveals the keys to Philip Kotler's success are his ability to learn from the people around him and the events of the times, and his ability to integrate this knowledge into succinct, well‐communicated, timely lessons for others to follow. Kotler's work emerged within a period of time that has witnessed a thrust towards marketing as a science and the rise of the managerial school of thought. Given this context, the significance of Kotler's work is that it has contributed to the legitimacy of the field of marketing as both a rigorous academic discipline and a managerial domain of strategic importance within organizations.

Practical implications

Gaining an understanding of Philip Kotler and his work contributes to our understanding of how the marketing field has been shaped, including the kinds of academic inquiry marketers deem legitimate and the nature of how we teach students to practice marketing management.

Originality/value

Little attention has been paid to the factors that have influenced the work of Philip Kotler and how he has, in turn, come to shape the field of marketing. This research allows the reader to see the man behind the work and the influences on his thinking.

Details

European Business Review, vol. 19 no. 2
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 7 March 2016

Maureen Bourassa, Kelton Doraty, Loleen Berdahl, Jana Fried and Scott Bell

Research on emotion in the context of risk perception has historically focused on negative emotions, and has emphasized the effect of these negative emotions on the perception of…

Abstract

Purpose

Research on emotion in the context of risk perception has historically focused on negative emotions, and has emphasized the effect of these negative emotions on the perception of risk amongst those who oppose (rather than support) contentious issues. Drawing on theory, the purpose of this paper is to hypothesize that both positive and negative emotions are correlated with risk perceptions regarding contentious public issues and that this occurs amongst supporters and opponents alike.

Design/methodology/approach

The paper explores the relationship between emotions and perceived risk through consideration of the highly contentious case of nuclear energy in Saskatchewan, Canada. The analysis uses data from a representative telephone survey of 1,355 residents.

Findings

The results suggest that positive emotions, like negative emotions, are related to nuclear energy risk perceptions. Emotions are related to risk perception amongst both supporters and opponents.

Research limitations/implications

The data set’s limited number of emotion measures and single public issue focus, combined with the survey’s cross-sectional design, make this research exploratory in nature. Future research should incorporate multiple positive emotions, explore opposition, and support across a range of contentious public issues, and consider experimental models to assess causal relationships.

Practical implications

The paper offers insights into how public sector managers must be cognizant of the emotional underpinnings of risk perceptions amongst both supporters and opponents of contentious public issues.

Originality/value

This paper builds on and expands previous work by considering both positive and negative emotions and both supporters and opponents of contentious issues.

Details

International Journal of Public Sector Management, vol. 29 no. 2
Type: Research Article
ISSN: 0951-3558

Keywords

Content available
Article
Publication date: 13 March 2007

D.G. Brian Jones

480

Abstract

Details

European Business Review, vol. 19 no. 2
Type: Research Article
ISSN: 0955-534X

Content available
Article
Publication date: 20 March 2009

Stanley J. Shapiro

133

Abstract

Details

Journal of Historical Research in Marketing, vol. 1 no. 1
Type: Research Article
ISSN: 1755-750X

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