Carl Saxby - Academia.edu (original) (raw)

Papers by Carl Saxby

Research paper thumbnail of The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

International Business Economics Research Journal, Feb 25, 2011

Research paper thumbnail of Understanding SME Intention to Use the Internet for Managing Supplier Information

New England Journal of Entrepreneurship, 2011

Research paper thumbnail of The Influence of Counterfactual Thinking and Regret on Ethical Decision Making

Journal of Education for Business, 2015

Research paper thumbnail of Leaders' social media usage intentions for in‐bound customer communications

Management Research Review, 2013

Research paper thumbnail of Market orientation and internet-related cognitions: inside the minds of small business managers

Journal of Marketing Management, 2007

... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Ol... more ... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Oliva, and Donath 1999; Kalakota and Robinson ... Dabholkar, Pratibha A. and Bagozzi, Richard P. (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of ...

Research paper thumbnail of Environmental scanning and organizational culture

Marketing Intelligence & Planning, 2002

This paper examines the connection between environmental scanning for market intelligence, organi... more This paper examines the connection between environmental scanning for market intelligence, organizational culture and generic strategies. The generic strategies, based on the Miles and Snow typology, are related to the organizational culture types developed by Deshpande et ...

Research paper thumbnail of Service Quality In Accounting Firms: The Relationship Of Service Quality To Client Satisfaction And Firm/Client Conflict

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine th... more This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and both client satisfaction and firm/client conflict in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related to clients' satisfaction with their accounting firm and negatively related to firm/client conflict. We also examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take both to increase client satisfaction and to decrease firm/client conflict. Measuring service quality is important to accounting firms because higher levels of service quality are associated with higher levels of customer satisfaction. Higher levels of customer satisfaction lead, in turn, to repeat business and ultimately to higher levels of income. Thus, accounting firms should be concerned with maximizing service quality. Accounting firms should be partic...

Research paper thumbnail of Market orientation and internet-related cognitions: inside the minds of small business managers

Journal of Marketing Management, 2007

... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Ol... more ... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Oliva, and Donath 1999; Kalakota and Robinson ... Dabholkar, Pratibha A. and Bagozzi, Richard P. (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of ...

Research paper thumbnail of Measuring Consumer Perceptions of Procedural Justice in a Complaint Context

Journal of Consumer Affairs, 2000

The idea of procedural justice as perceived by consumers has not been explored in the consumer be... more The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair tmatment. This article describes the development of a scale using procedural justice as its theoretic base to measure consumers' perceptions of fair treatment when they complain. Results indicate that consumers make a distinction between the complaint process and the outcome of their complaint, indicating that procedural justice has further research potential. i n addition, the proposed s a l e possesses the psychometric properties of an acceptable scale.

Research paper thumbnail of Managers' mental categorizations of competitors

Competitive Intelligence Review, 2000

The existence of mental categorizations and mental models has been documented in the literature. ... more The existence of mental categorizations and mental models has been documented in the literature. However, categorizations and models have not been explored in the context of competitor definitions from a manager's point of view. This article explores the potential for managers to define their competitive environment in relation to their experiences, rather than define the competitive environment through arbitrary industry or product distinctions. Several propositions are put forth in an attempt to encourage further research.

Research paper thumbnail of The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

International Business Economics Research Journal, Feb 25, 2011

Research paper thumbnail of Understanding SME Intention to Use the Internet for Managing Supplier Information

New England Journal of Entrepreneurship, 2011

Research paper thumbnail of The Influence of Counterfactual Thinking and Regret on Ethical Decision Making

Journal of Education for Business, 2015

Research paper thumbnail of Leaders' social media usage intentions for in‐bound customer communications

Management Research Review, 2013

Research paper thumbnail of Market orientation and internet-related cognitions: inside the minds of small business managers

Journal of Marketing Management, 2007

... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Ol... more ... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Oliva, and Donath 1999; Kalakota and Robinson ... Dabholkar, Pratibha A. and Bagozzi, Richard P. (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of ...

Research paper thumbnail of Environmental scanning and organizational culture

Marketing Intelligence & Planning, 2002

This paper examines the connection between environmental scanning for market intelligence, organi... more This paper examines the connection between environmental scanning for market intelligence, organizational culture and generic strategies. The generic strategies, based on the Miles and Snow typology, are related to the organizational culture types developed by Deshpande et ...

Research paper thumbnail of Service Quality In Accounting Firms: The Relationship Of Service Quality To Client Satisfaction And Firm/Client Conflict

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine th... more This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and both client satisfaction and firm/client conflict in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related to clients' satisfaction with their accounting firm and negatively related to firm/client conflict. We also examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take both to increase client satisfaction and to decrease firm/client conflict. Measuring service quality is important to accounting firms because higher levels of service quality are associated with higher levels of customer satisfaction. Higher levels of customer satisfaction lead, in turn, to repeat business and ultimately to higher levels of income. Thus, accounting firms should be concerned with maximizing service quality. Accounting firms should be partic...

Research paper thumbnail of Market orientation and internet-related cognitions: inside the minds of small business managers

Journal of Marketing Management, 2007

... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Ol... more ... systems, supply chain, and marketing literatures (see, for example, Fingar 2000; Kalakota, Oliva, and Donath 1999; Kalakota and Robinson ... Dabholkar, Pratibha A. and Bagozzi, Richard P. (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of ...

Research paper thumbnail of Measuring Consumer Perceptions of Procedural Justice in a Complaint Context

Journal of Consumer Affairs, 2000

The idea of procedural justice as perceived by consumers has not been explored in the consumer be... more The idea of procedural justice as perceived by consumers has not been explored in the consumer behavior literature, although there has been some mention of consumer perceptions of fair tmatment. This article describes the development of a scale using procedural justice as its theoretic base to measure consumers' perceptions of fair treatment when they complain. Results indicate that consumers make a distinction between the complaint process and the outcome of their complaint, indicating that procedural justice has further research potential. i n addition, the proposed s a l e possesses the psychometric properties of an acceptable scale.

Research paper thumbnail of Managers' mental categorizations of competitors

Competitive Intelligence Review, 2000

The existence of mental categorizations and mental models has been documented in the literature. ... more The existence of mental categorizations and mental models has been documented in the literature. However, categorizations and models have not been explored in the context of competitor definitions from a manager's point of view. This article explores the potential for managers to define their competitive environment in relation to their experiences, rather than define the competitive environment through arbitrary industry or product distinctions. Several propositions are put forth in an attempt to encourage further research.