Ken Butcher | Griffith University (original) (raw)
Papers by Ken Butcher
Cornell Hotel and Restaurant …, Jan 1, 2007
... So, for example, owning a Rolex watch may yield benefits (or derived value) from the status o... more ... So, for example, owning a Rolex watch may yield benefits (or derived value) from the status of owning the watch, from the aesthetic elements of the watch, and the functional value of the watch's keeping the time. Nevertheless ...
Marketing Intelligence & …, Jan 1, 2002
Argues that the aim of marketers should be to build positive relationships with customers. Howeve... more Argues that the aim of marketers should be to build positive relationships with customers. However, the nature of such relationships is unclear. Examines the one-to-one relationship between customers and individual employees and highlights key implications for managers.
International Journal of Contemporary Hospitality …, Jan 1, 2005
... Although personalised interaction is time consuming for employees, which increases labour cos... more ... Although personalised interaction is time consuming for employees, which increases labour costs, the ... after the service experience, a range of environmental factors will influence customers' final ... In addition, alternative social influence variables could be considered in any future ...
Journal of Service Research, Jan 1, 2007
Journal of Services …, Jan 1, 2002
... Beverley Sparks, Dean, International, Griffith University, Queensland, Australia. ... Value f... more ... Beverley Sparks, Dean, International, Griffith University, Queensland, Australia. ... Value for money. Value for money is defined as a cognitive trade-off between perceived quality and sacrifice, based on the notion of monetary exchange (Zeithaml, 1988; Dodds et al., 1991). ...
Psychology & Marketing, Jan 1, 2003
Relational factors arising from the customer -employee interaction have been identified as import... more Relational factors arising from the customer -employee interaction have been identified as important to service outcomes. This article investigates the role of social regard as demonstrated by service staff to customers, in an effort to develop an understanding of noncore service variables in customer satisfaction. Social regard is defined as the genuine respect, deference, and interest shown to the customer by the service provider such that the customer feels valued or important in the social interaction. In this study, the dimensions of the social regard construct were first clarified in a qualitative study. In a follow-up survey of 406 customers, across the service industries of hairdressing, cafes, and naturopaths, social regard was found to have a significant influence on service encounter satisfaction. Further, social regard was shown to have a greater predictive power on satisfaction than value for money in all service industries sampled, and a greater predictive power than perceived core service quality for the sample of cafe customers. ᭧
International Journal of …, Jan 1, 2001
... Crosby, LA, Evans, KR, Cowles, D. (1990), "Relationship quality in servi... more ... Crosby, LA, Evans, KR, Cowles, D. (1990), "Relationship quality in services selling; an ... Czepiel, JA (1990), "Managing relationships with customers: a differentiating philosophy of marketing", in Bowen, DE, Chase, RB, Cummings, TG (Eds),Service Management Effectiveness ...
Cornell Hotel and Restaurant …, Jan 1, 2007
... So, for example, owning a Rolex watch may yield benefits (or derived value) from the status o... more ... So, for example, owning a Rolex watch may yield benefits (or derived value) from the status of owning the watch, from the aesthetic elements of the watch, and the functional value of the watch's keeping the time. Nevertheless ...
Marketing Intelligence & …, Jan 1, 2002
Argues that the aim of marketers should be to build positive relationships with customers. Howeve... more Argues that the aim of marketers should be to build positive relationships with customers. However, the nature of such relationships is unclear. Examines the one-to-one relationship between customers and individual employees and highlights key implications for managers.
International Journal of Contemporary Hospitality …, Jan 1, 2005
... Although personalised interaction is time consuming for employees, which increases labour cos... more ... Although personalised interaction is time consuming for employees, which increases labour costs, the ... after the service experience, a range of environmental factors will influence customers' final ... In addition, alternative social influence variables could be considered in any future ...
Journal of Service Research, Jan 1, 2007
Journal of Services …, Jan 1, 2002
... Beverley Sparks, Dean, International, Griffith University, Queensland, Australia. ... Value f... more ... Beverley Sparks, Dean, International, Griffith University, Queensland, Australia. ... Value for money. Value for money is defined as a cognitive trade-off between perceived quality and sacrifice, based on the notion of monetary exchange (Zeithaml, 1988; Dodds et al., 1991). ...
Psychology & Marketing, Jan 1, 2003
Relational factors arising from the customer -employee interaction have been identified as import... more Relational factors arising from the customer -employee interaction have been identified as important to service outcomes. This article investigates the role of social regard as demonstrated by service staff to customers, in an effort to develop an understanding of noncore service variables in customer satisfaction. Social regard is defined as the genuine respect, deference, and interest shown to the customer by the service provider such that the customer feels valued or important in the social interaction. In this study, the dimensions of the social regard construct were first clarified in a qualitative study. In a follow-up survey of 406 customers, across the service industries of hairdressing, cafes, and naturopaths, social regard was found to have a significant influence on service encounter satisfaction. Further, social regard was shown to have a greater predictive power on satisfaction than value for money in all service industries sampled, and a greater predictive power than perceived core service quality for the sample of cafe customers. ᭧
International Journal of …, Jan 1, 2001
... Crosby, LA, Evans, KR, Cowles, D. (1990), "Relationship quality in servi... more ... Crosby, LA, Evans, KR, Cowles, D. (1990), "Relationship quality in services selling; an ... Czepiel, JA (1990), "Managing relationships with customers: a differentiating philosophy of marketing", in Bowen, DE, Chase, RB, Cummings, TG (Eds),Service Management Effectiveness ...