Jeffrey Blodgett - Academia.edu (original) (raw)
Papers by Jeffrey Blodgett
Journal of Services Marketing, 2016
Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of S... more Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for further research and developments in the research area. Design/methodology/approach Key findings from research streams in sports and entertainment, leisure and hospitality, and services and retail marketing, which emanated from the publication of the paper, are highlighted. Opportunities for future research are discussed. Findings The importance of the servicescape in leisure settings has become even greater on a national and global basis as individuals spend more time, money and effort pursuing hedonic consumption in service settings. More research is needed within specific service contexts among and between individuals, groups and cultures to determine the holistic and particular influences of the physical environment on consumer response. Research limitations/implications With increased co-producti...
Journal of Services Marketing, 2016
Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of S... more Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for further research and developments in the research area. Design/methodology/approach Key findings from research streams in sports and entertainment, leisure and hospitality, and services and retail marketing, which emanated from the publication of the paper, are highlighted. Opportunities for future research are discussed. Findings The importance of the servicescape in leisure settings has become even greater on a national and global basis as individuals spend more time, money and effort pursuing hedonic consumption in service settings. More research is needed within specific service contexts among and between individuals, groups and cultures to determine the holistic and particular influences of the physical environment on consumer response. Research limitations/implications With increased co-producti...
Journal of Service Research, 2000
The purpose of this article is to present a Bayesian network model of the consumer complaint proc... more The purpose of this article is to present a Bayesian network model of the consumer complaint process. The outputs of the Bayesian model—conditional probabilities—provide much insight into the determinants and subsequent behavioral outcomes (e.g., full repatronage, limited repatronage, and exit; negative word-of-mouth behavior [WOM], no WOM, and positive WOM) of the complaint process. By distinguishing between (a) noncomplainers, (b) satisfied complainants, and (c) dissatisfied complainants, the model provides a rich, descriptive overview of the broader complaining behavior process. The model revealed several interesting findings; for example, the probability that a noncomplainer or a dissatisfied complainant will completely exit is quite low. The probabilities that a satisfied complainant will intend to fully repatronize the retailer and engage in positive word of mouth, on the other hand, are quite high. The advantages and limitations of Bayesian network models are discussed vis-à-...
ACR Asia-Pacific Advances, 2009
The purpose of this study was to assess the extent to which cross-national differences in complai... more The purpose of this study was to assess the extent to which cross-national differences in complaint behavior are due to cultural vs. situational factors. Eighteen individuals who were born and raised in India, and are now living in the U.S., provided insight. Respondents indicated that policies regarding returns and exchanges are much more restrictive in India. Consequently, a majority stated that they are less likely to attempt to return or exchange unsatisfactory products when in India, and instead are more likely to engage in negative word-of-mouth. Given that most individuals stated that their underlying, cultural values had changed little, if at all, it appears that complaint behavior is influenced to a large extent by situational factors.
Journal of Food Products Marketing, 2019
ABSTRACT Childhood obesity is a health epidemic. While we know that food advertising is impacting... more ABSTRACT Childhood obesity is a health epidemic. While we know that food advertising is impacting dietary perceptions of youth, we do not know all of the contributing factors. Health claims are used as heuristic cues, often misleading consumers to perceive foods as healthier than they otherwise would believe. This study investigates how the body weight of characters in advertising leads adolescents to perceive a cereal’s healthfulness and appeal. Findings suggest that higher BMI adolescents in particular believe a food to be healthier when promoted by a thin character. Conversely, females preferred heavier models, suggesting positive changes in regard to body image and stigmatization of those who are overweight. Potential explanations of these findings and avenues for further investigation are discussed.
Journal of Services Marketing, 2018
Purpose Previous research indicates that dissatisfied consumers in other countries react differen... more Purpose Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies, however, have not recognized that retail policies (regarding returns and exchanges) in the USA are much more liberal and “consumer friendly” than in other parts of the world, and thus it is possible that their conclusions are flawed. The purpose of this study, therefore, was to determine the extent to which cross-national differences in complaint behavior are due to cultural vs situational factors. Design/methodology/approach To examine this issue, a two-part study was conducted. Study 1 compared consumers living in China, India and Mexico to cohorts who immigrated to the USA. Study 2 compared individuals from those same countries to subjects who are native to the USA. Findings The findings indicate that situational factors (i.e. consumer-oriented vs restrictive refund/return/exchange policies) have a ...
Cornell Hospitality Quarterly, 2016
The purpose of this study was to determine whether it is beneficial for service providers, such a... more The purpose of this study was to determine whether it is beneficial for service providers, such as hotels and restaurants, to respond to online negative reviews, and (a) whether company reputation is moderated by the number of negative versus positive reviews and (b) whether the underlying issue is attributed to controllable versus uncontrollable factors. To test the hypotheses, a 2 × 2 × 2 quasi-experimental design was utilized. Respondents were asked to imagine that they were planning a trip to New York City, were searching online for a hotel near Times Square, and were provided with several reviews. The results indicate, in general, that company reputation is adversely affected as the number of negative to positive reviews becomes greater. When service failures pertain to controllable factors, management responses can mitigate the adverse effects of negative reviews. When service failures stem from uncontrollable factors, company reputation is not adversely affected, and thus a r...
Journal of Promotion Management, 2016
Over the last several years corporate sponsorships have become prevalent within the U.S. K-12 sch... more Over the last several years corporate sponsorships have become prevalent within the U.S. K-12 school system. For corporations, sponsorships can be an effective method for targeting young consumers. For schools, corporate sponsorships are an opportunity to replace state funding that has been lost since the 2007 financial crisis. However, many people have voiced concerns about the ethicality of corporate involvement in schools. Accordingly, the purpose of this quasi-experimental study was to examine parents' views of corporate-school sponsorships. Results indicate that altruism is a key factor; that is, sponsorships that provide direct benefits to students are viewed more favorably, and that parents who are critical of children's advertising tend to view corporateschool sponsorships less favorably.
Journal of Sport Management, 1996
The physical environment of the stadium may have a significant effect on the extent to which spec... more The physical environment of the stadium may have a significant effect on the extent to which spectators will desire to stay and return to the stadium. Specific aspects of the stadium experience may lead directly to spectators' pleasure with the place, while other factors may contribute to negative feelings that may decrease pleasure. This study provides sports facility managers with a reliable survey instrument to determine how spectators perceive their facility. Recommendations are provided to guide stadium owners and managers in the effective management of the facility to maximize spectator satisfaction.
Psychology and Marketing, 1999
This research investigates the question: Does the physical environment of service delivery settin... more This research investigates the question: Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Theoretical and empirical data from environmental psychology suggests that customer reactions to the tangible physical environment may be more emotional than cognitive, particularly when involving hedonic consumption. This article integrates environmental psychology into SERVQUAL (a current measure of service quality) to enable a fuller assessment of the role of the tangible aspects of service delivery. Based on consumer surveys in three leisure service settings, the findings are that the tangible physical environment plays an important role in generating excitement in leisure settings; excitement, in turn, plays a significant role in determining customers repatronage intentions and willingness to recommend.
Psychology and Marketing, 2009
Children increasingly utilize the Internet as a primary medium, a source of consumer information,... more Children increasingly utilize the Internet as a primary medium, a source of consumer information, and an important source of entertainment. This article investigates the influence of Web site design on children's information processing performance. A model is advanced that integrates theories from a variety of disciplines, including developmental psychology, human computer interaction (HCI), and consumer behavior. This study found that age moderates the relationship between Web site design and spatial (search) and learning (recall) performance. Younger children, between the ages of 7 and 9, recalled more content when using a map (as compared to a content list) and when learning cues were employed. Older children, between the ages of 10 and 12, performed equally as well with either a map or a content list, and with or without learning cues. Implications for business, education, and public policy are discussed and guidelines are provided for designing more child-friendly Web sites. © 2008 Wiley Periodicals, Inc.
Journal of the Academy of Marketing Science, 2001
This study applied Hofstede's typology to examine the effect of culture on ethical sensitivity to... more This study applied Hofstede's typology to examine the effect of culture on ethical sensitivity toward various stakeholders. It was found that uncertainty avoidance had a positive effect and that power distance and individualism/ masculinity had negative effects on ethical sensitivity. The results also indicated that ethical sensitivity to stakeholder interests is dependent on which stakeholder is affected. Although Americans and Taiwanese sales agents were equally sensitive to customer interests, the Taiwanese were more sensitive to the interests of their company and a competitor but were less sensitive to the interests of a colleague. This study should prove valuable to international marketers because the cultural typology allows managers to identify differences in work-related values of employees across different nationalities and thus provides a theoretical base for designing more effective sales management practices. As firms expand globally, a greater understanding of the effects of culture on business ethics becomes increasingly important. With countries throughout the world
Journal of Services Marketing, 1996
According to a recent study, one of the ten most stressful occupations in the USA is that of a fi... more According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.
Journal of Services Marketing, 1994
Services marketing research has largely focussed on measuring service quality and satisfaction as... more Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how consumers perceive the quality of the “servicescape” and what effect the servicescape has on customer satisfaction and repatronage. Investigates these effects, as well as the interactions of perceived crowding, excitement and enduring involvement associated with the leisure service. Results indicate that servicescape quality does play an important role in determining customer affective and behavioural response to the service.
Journal of Services Marketing, 1995
Presents a dynamic model of the consumer complaining behavior process. Is unique in that it disti... more Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique aspect of this study is that it specifically recognizes positive word‐of‐mouth as a possible post‐complaint response. The results indicate that the major factor that determines why some dissatisfied consumers seek redress and give the seller a chance to remedy the problem, while others exit and engage in negative word‐of‐mouth behavior, is the perceived likelihood of success. Results also show that, once a dissatisfied customer seeks redress, that person expects to receive a fair settlement but, more importantly, to be treated with courtesy and respect. Based on these results, discusses the pervasive effects of customer service on consumer complaining behavior, and offers managerial recommendations.
Journal of Services Marketing, 1996
SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popul... more SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
Journal of Retailing, 1997
This study examines the effects of distributive, interactional, and procedural justice on complai... more This study examines the effects of distributive, interactional, and procedural justice on complainants' repatronage and negative word-of-mouth intentions. In order to test the hypotheses an experiment was conducted; twelve different scenarios were created, each describing a situation in which a customer was returning a product to a retail store. In the various scenarios. the customer was allowed to exchange the product or was given a partial discount on a new product, was treated either with tourtesy and respect or was treated rudely, and was able to take care of the problem promptly or wlas asked to come back to the store the next day. Subjects were asked to read one of the rwelve scenarios and to imagine that this situation happened to them, they were then asked to imagine how they would have felt and what they subsequently would have done. In order to make the scenarios more vivid, subjects then watched a videotape depicting the same event. Of the three dimensions, interactional justice had the largest impact on complainants repatronage and negative word-of-mouth intentions.
Journal of Business Ethics - J BUS ETHICS, 1999
As more and more firms operate globally, an understanding of the effects of cultural differences ... more As more and more firms operate globally, an understanding of the effects of cultural differences on ethical decision making becomes increasingly important for avoiding potential business pitfalls and for designing effective international marketing management programs. Although several articles have addressed this area in general, differences along specific, cultural dimensions have not been directly examined. Hence, the purpose of this study was to examine differences in ethical decision making within Hofstede's cultural framework. The results confirm the utility of Hofstede's cultural dimensions and place ethical decision making within an overall theoretical framework. Sales agents from a high power distance, uncertainty avoidant, Confucian, collectivist culture (i.e., Taiwan) placed more value on company and fellow employee interests (vis-à-vis self interests) than did managers from a masculine, individualistic culture (i.e., the United States). American and Taiwanese ma...
Journal of Consumer Marketing, 2008
PurposeThe purpose of this paper is to examine the reliability and validity of Hofstede's cul... more PurposeThe purpose of this paper is to examine the reliability and validity of Hofstede's cultural framework when applied at the individual consumer level.Design/methodology/approachMBA students and faculty in the behavioral sciences were asked to review Hofstede's cultural instrument and to indicate which dimension (power distance, individualism/collectivism, uncertainty avoidance, masculinity/femininity) each particular item was intended to reflect. Subjects were also asked to respond to each item, thus indicating their underlying values. The reliability of each dimension was computed, and the data were factor analyzed to determine whether the various items loaded in a manner that is consistent with Hofstede's framework, thus providing evidence as to discriminant and convergent validity.FindingsThis study presents evidence that Hofstede's cultural instrument lacks sufficient construct validity when applied at an individual level of analysis. Overall, a majority of ...
Journal of Advertising Research, 2008
Journal of Services Marketing, 2016
Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of S... more Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for further research and developments in the research area. Design/methodology/approach Key findings from research streams in sports and entertainment, leisure and hospitality, and services and retail marketing, which emanated from the publication of the paper, are highlighted. Opportunities for future research are discussed. Findings The importance of the servicescape in leisure settings has become even greater on a national and global basis as individuals spend more time, money and effort pursuing hedonic consumption in service settings. More research is needed within specific service contexts among and between individuals, groups and cultures to determine the holistic and particular influences of the physical environment on consumer response. Research limitations/implications With increased co-producti...
Journal of Services Marketing, 2016
Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of S... more Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for further research and developments in the research area. Design/methodology/approach Key findings from research streams in sports and entertainment, leisure and hospitality, and services and retail marketing, which emanated from the publication of the paper, are highlighted. Opportunities for future research are discussed. Findings The importance of the servicescape in leisure settings has become even greater on a national and global basis as individuals spend more time, money and effort pursuing hedonic consumption in service settings. More research is needed within specific service contexts among and between individuals, groups and cultures to determine the holistic and particular influences of the physical environment on consumer response. Research limitations/implications With increased co-producti...
Journal of Service Research, 2000
The purpose of this article is to present a Bayesian network model of the consumer complaint proc... more The purpose of this article is to present a Bayesian network model of the consumer complaint process. The outputs of the Bayesian model—conditional probabilities—provide much insight into the determinants and subsequent behavioral outcomes (e.g., full repatronage, limited repatronage, and exit; negative word-of-mouth behavior [WOM], no WOM, and positive WOM) of the complaint process. By distinguishing between (a) noncomplainers, (b) satisfied complainants, and (c) dissatisfied complainants, the model provides a rich, descriptive overview of the broader complaining behavior process. The model revealed several interesting findings; for example, the probability that a noncomplainer or a dissatisfied complainant will completely exit is quite low. The probabilities that a satisfied complainant will intend to fully repatronize the retailer and engage in positive word of mouth, on the other hand, are quite high. The advantages and limitations of Bayesian network models are discussed vis-à-...
ACR Asia-Pacific Advances, 2009
The purpose of this study was to assess the extent to which cross-national differences in complai... more The purpose of this study was to assess the extent to which cross-national differences in complaint behavior are due to cultural vs. situational factors. Eighteen individuals who were born and raised in India, and are now living in the U.S., provided insight. Respondents indicated that policies regarding returns and exchanges are much more restrictive in India. Consequently, a majority stated that they are less likely to attempt to return or exchange unsatisfactory products when in India, and instead are more likely to engage in negative word-of-mouth. Given that most individuals stated that their underlying, cultural values had changed little, if at all, it appears that complaint behavior is influenced to a large extent by situational factors.
Journal of Food Products Marketing, 2019
ABSTRACT Childhood obesity is a health epidemic. While we know that food advertising is impacting... more ABSTRACT Childhood obesity is a health epidemic. While we know that food advertising is impacting dietary perceptions of youth, we do not know all of the contributing factors. Health claims are used as heuristic cues, often misleading consumers to perceive foods as healthier than they otherwise would believe. This study investigates how the body weight of characters in advertising leads adolescents to perceive a cereal’s healthfulness and appeal. Findings suggest that higher BMI adolescents in particular believe a food to be healthier when promoted by a thin character. Conversely, females preferred heavier models, suggesting positive changes in regard to body image and stigmatization of those who are overweight. Potential explanations of these findings and avenues for further investigation are discussed.
Journal of Services Marketing, 2018
Purpose Previous research indicates that dissatisfied consumers in other countries react differen... more Purpose Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies, however, have not recognized that retail policies (regarding returns and exchanges) in the USA are much more liberal and “consumer friendly” than in other parts of the world, and thus it is possible that their conclusions are flawed. The purpose of this study, therefore, was to determine the extent to which cross-national differences in complaint behavior are due to cultural vs situational factors. Design/methodology/approach To examine this issue, a two-part study was conducted. Study 1 compared consumers living in China, India and Mexico to cohorts who immigrated to the USA. Study 2 compared individuals from those same countries to subjects who are native to the USA. Findings The findings indicate that situational factors (i.e. consumer-oriented vs restrictive refund/return/exchange policies) have a ...
Cornell Hospitality Quarterly, 2016
The purpose of this study was to determine whether it is beneficial for service providers, such a... more The purpose of this study was to determine whether it is beneficial for service providers, such as hotels and restaurants, to respond to online negative reviews, and (a) whether company reputation is moderated by the number of negative versus positive reviews and (b) whether the underlying issue is attributed to controllable versus uncontrollable factors. To test the hypotheses, a 2 × 2 × 2 quasi-experimental design was utilized. Respondents were asked to imagine that they were planning a trip to New York City, were searching online for a hotel near Times Square, and were provided with several reviews. The results indicate, in general, that company reputation is adversely affected as the number of negative to positive reviews becomes greater. When service failures pertain to controllable factors, management responses can mitigate the adverse effects of negative reviews. When service failures stem from uncontrollable factors, company reputation is not adversely affected, and thus a r...
Journal of Promotion Management, 2016
Over the last several years corporate sponsorships have become prevalent within the U.S. K-12 sch... more Over the last several years corporate sponsorships have become prevalent within the U.S. K-12 school system. For corporations, sponsorships can be an effective method for targeting young consumers. For schools, corporate sponsorships are an opportunity to replace state funding that has been lost since the 2007 financial crisis. However, many people have voiced concerns about the ethicality of corporate involvement in schools. Accordingly, the purpose of this quasi-experimental study was to examine parents' views of corporate-school sponsorships. Results indicate that altruism is a key factor; that is, sponsorships that provide direct benefits to students are viewed more favorably, and that parents who are critical of children's advertising tend to view corporateschool sponsorships less favorably.
Journal of Sport Management, 1996
The physical environment of the stadium may have a significant effect on the extent to which spec... more The physical environment of the stadium may have a significant effect on the extent to which spectators will desire to stay and return to the stadium. Specific aspects of the stadium experience may lead directly to spectators' pleasure with the place, while other factors may contribute to negative feelings that may decrease pleasure. This study provides sports facility managers with a reliable survey instrument to determine how spectators perceive their facility. Recommendations are provided to guide stadium owners and managers in the effective management of the facility to maximize spectator satisfaction.
Psychology and Marketing, 1999
This research investigates the question: Does the physical environment of service delivery settin... more This research investigates the question: Does the physical environment of service delivery settings influence customers' evaluations of the service experience and subsequent behavioral intentions? Theoretical and empirical data from environmental psychology suggests that customer reactions to the tangible physical environment may be more emotional than cognitive, particularly when involving hedonic consumption. This article integrates environmental psychology into SERVQUAL (a current measure of service quality) to enable a fuller assessment of the role of the tangible aspects of service delivery. Based on consumer surveys in three leisure service settings, the findings are that the tangible physical environment plays an important role in generating excitement in leisure settings; excitement, in turn, plays a significant role in determining customers repatronage intentions and willingness to recommend.
Psychology and Marketing, 2009
Children increasingly utilize the Internet as a primary medium, a source of consumer information,... more Children increasingly utilize the Internet as a primary medium, a source of consumer information, and an important source of entertainment. This article investigates the influence of Web site design on children's information processing performance. A model is advanced that integrates theories from a variety of disciplines, including developmental psychology, human computer interaction (HCI), and consumer behavior. This study found that age moderates the relationship between Web site design and spatial (search) and learning (recall) performance. Younger children, between the ages of 7 and 9, recalled more content when using a map (as compared to a content list) and when learning cues were employed. Older children, between the ages of 10 and 12, performed equally as well with either a map or a content list, and with or without learning cues. Implications for business, education, and public policy are discussed and guidelines are provided for designing more child-friendly Web sites. © 2008 Wiley Periodicals, Inc.
Journal of the Academy of Marketing Science, 2001
This study applied Hofstede's typology to examine the effect of culture on ethical sensitivity to... more This study applied Hofstede's typology to examine the effect of culture on ethical sensitivity toward various stakeholders. It was found that uncertainty avoidance had a positive effect and that power distance and individualism/ masculinity had negative effects on ethical sensitivity. The results also indicated that ethical sensitivity to stakeholder interests is dependent on which stakeholder is affected. Although Americans and Taiwanese sales agents were equally sensitive to customer interests, the Taiwanese were more sensitive to the interests of their company and a competitor but were less sensitive to the interests of a colleague. This study should prove valuable to international marketers because the cultural typology allows managers to identify differences in work-related values of employees across different nationalities and thus provides a theoretical base for designing more effective sales management practices. As firms expand globally, a greater understanding of the effects of culture on business ethics becomes increasingly important. With countries throughout the world
Journal of Services Marketing, 1996
According to a recent study, one of the ten most stressful occupations in the USA is that of a fi... more According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.
Journal of Services Marketing, 1994
Services marketing research has largely focussed on measuring service quality and satisfaction as... more Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how consumers perceive the quality of the “servicescape” and what effect the servicescape has on customer satisfaction and repatronage. Investigates these effects, as well as the interactions of perceived crowding, excitement and enduring involvement associated with the leisure service. Results indicate that servicescape quality does play an important role in determining customer affective and behavioural response to the service.
Journal of Services Marketing, 1995
Presents a dynamic model of the consumer complaining behavior process. Is unique in that it disti... more Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique aspect of this study is that it specifically recognizes positive word‐of‐mouth as a possible post‐complaint response. The results indicate that the major factor that determines why some dissatisfied consumers seek redress and give the seller a chance to remedy the problem, while others exit and engage in negative word‐of‐mouth behavior, is the perceived likelihood of success. Results also show that, once a dissatisfied customer seeks redress, that person expects to receive a fair settlement but, more importantly, to be treated with courtesy and respect. Based on these results, discusses the pervasive effects of customer service on consumer complaining behavior, and offers managerial recommendations.
Journal of Services Marketing, 1996
SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popul... more SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
Journal of Retailing, 1997
This study examines the effects of distributive, interactional, and procedural justice on complai... more This study examines the effects of distributive, interactional, and procedural justice on complainants' repatronage and negative word-of-mouth intentions. In order to test the hypotheses an experiment was conducted; twelve different scenarios were created, each describing a situation in which a customer was returning a product to a retail store. In the various scenarios. the customer was allowed to exchange the product or was given a partial discount on a new product, was treated either with tourtesy and respect or was treated rudely, and was able to take care of the problem promptly or wlas asked to come back to the store the next day. Subjects were asked to read one of the rwelve scenarios and to imagine that this situation happened to them, they were then asked to imagine how they would have felt and what they subsequently would have done. In order to make the scenarios more vivid, subjects then watched a videotape depicting the same event. Of the three dimensions, interactional justice had the largest impact on complainants repatronage and negative word-of-mouth intentions.
Journal of Business Ethics - J BUS ETHICS, 1999
As more and more firms operate globally, an understanding of the effects of cultural differences ... more As more and more firms operate globally, an understanding of the effects of cultural differences on ethical decision making becomes increasingly important for avoiding potential business pitfalls and for designing effective international marketing management programs. Although several articles have addressed this area in general, differences along specific, cultural dimensions have not been directly examined. Hence, the purpose of this study was to examine differences in ethical decision making within Hofstede's cultural framework. The results confirm the utility of Hofstede's cultural dimensions and place ethical decision making within an overall theoretical framework. Sales agents from a high power distance, uncertainty avoidant, Confucian, collectivist culture (i.e., Taiwan) placed more value on company and fellow employee interests (vis-à-vis self interests) than did managers from a masculine, individualistic culture (i.e., the United States). American and Taiwanese ma...
Journal of Consumer Marketing, 2008
PurposeThe purpose of this paper is to examine the reliability and validity of Hofstede's cul... more PurposeThe purpose of this paper is to examine the reliability and validity of Hofstede's cultural framework when applied at the individual consumer level.Design/methodology/approachMBA students and faculty in the behavioral sciences were asked to review Hofstede's cultural instrument and to indicate which dimension (power distance, individualism/collectivism, uncertainty avoidance, masculinity/femininity) each particular item was intended to reflect. Subjects were also asked to respond to each item, thus indicating their underlying values. The reliability of each dimension was computed, and the data were factor analyzed to determine whether the various items loaded in a manner that is consistent with Hofstede's framework, thus providing evidence as to discriminant and convergent validity.FindingsThis study presents evidence that Hofstede's cultural instrument lacks sufficient construct validity when applied at an individual level of analysis. Overall, a majority of ...
Journal of Advertising Research, 2008