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centers have become an important customer access channel as well as an important source of customer-related information. This boundary-spanning unit has finally enabled companies to take marketing’s commonplace wisdom of listening to the... more
centers have become an important customer access channel as well as an important source of customer-related information. This boundary-spanning unit has finally enabled companies to take marketing’s commonplace wisdom of listening to the customer literally. As a result of the fact that an increasing number of companies are now actively embracing the notion of interactivity, there has been a considerable growth in the number of so-called voiceto-voice service encounters. These encounters require specific knowledge and skills of boundary spanning service workers. One essential skill is listening behavior. Yet, this communication skill has not been widely addressed in the marketing literature. Therefore, the focus in this paper is on the concept of listening behavior and its consequences for firm – customer relationships. Three dimensions of listening behavior are discerned; attentiveness, perceptiveness and responsiveness. An empirical study was designed to test the effect of these be...
In this article, explicit attention is paid to the impact of missing information on decisionmaking in the international marketing of services. Missing information may be dealt with in several ways by decision-makers in international... more
In this article, explicit attention is paid to the impact of missing information on decisionmaking in the international marketing of services. Missing information may be dealt with in several ways by decision-makers in international service providing organizations. Furthermore, missing information can influence decision-makers ’ attitudinal and behavioral evaluative judgments of international marketing research efforts. In the context of decisionmaking in an international services marketing setting, several hypotheses are postulated and tested experimentally. The results suggest that decision-makers are unlikely to ignore missing information in an international research report. Instead, they will tend to apply a strategy of inferential, assumption-based reasoning. Additionally, the presence versus absence of different types of information has distinct evaluative consequences in terms of satisfaction with, trust in, and intention to use the information. These consequences are likely ...
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Steeds meer bedrijven zien serviceverlening als belangrijke succesfactor. Zij staan er echter niet altijd bij stil dat de kwatiteit van de dienstverlening sterk afhankelijk is van de werkdruk van servicemedewerkers. Wat zijn de oorzaken... more
Steeds meer bedrijven zien serviceverlening als belangrijke succesfactor. Zij staan er echter niet altijd bij stil dat de kwatiteit van de dienstverlening sterk afhankelijk is van de werkdruk van servicemedewerkers. Wat zijn de oorzaken van werkdruk en - veel belangrijker - wat de gevolgen? Twee studies, een in een business-to-business en een in een business-to-consumer omgeving, geven inzicht.
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... WITTINK , DR, KRISHNAMURTHI, L. & REIBSTEIN, DJ (1989) The effects of differences in the number of attribute levels on conjoint results, Working Paper, Cornell University. ZEITHAML, VA, BERRY , LL & PARASURAMAN, A.... more
... WITTINK , DR, KRISHNAMURTHI, L. & REIBSTEIN, DJ (1989) The effects of differences in the number of attribute levels on conjoint results, Working Paper, Cornell University. ZEITHAML, VA, BERRY , LL & PARASURAMAN, A. (1988) Communication and control processes in ...
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This paper proposes and tests a model of antecedents and consequences of group potency in self-managing teams in retail banking. Based on data collected from boundary-spanning service employees organized in 60 teams and their customers,... more
This paper proposes and tests a model of antecedents and consequences of group potency in self-managing teams in retail banking. Based on data collected from boundary-spanning service employees organized in 60 teams and their customers, our findings reveal a significant positive impact of group potency on customer-perceived service quality and a negative effect on service profitability. In addition, we find that team consensus regarding group potency positively moderates the effects of group potency, so that for teams with higher levels of potency consensus, the positive impact of group potency on customer-perceived service quality is stronger, whereas the negative impact of group potency on service productivity is weaker. Furthermore, we find significant positive effects of management and interteam support and functional diversity as well as a significant negative effect of team tenure on individual team member beliefs of group potency. Finally, social support consensus moderates t...
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The study focuses on a new service benefit derived from service usage, that is, self-efficacy increase, rather than self-efficacy evaluations as such. The authors propose that this benefit, which refers to feeling better about oneself... more
The study focuses on a new service benefit derived from service usage, that is, self-efficacy increase, rather than self-efficacy evaluations as such. The authors propose that this benefit, which refers to feeling better about oneself while consuming a service, will reflect positively on service outcomes. The authors argue that self-efficacy can develop differently over time and this should be investigated to explain service evaluations more fully. Therefore, the authors separate effects related to self-efficacy level and change on value. Results show that the increase of customers’ self-beliefs in their capabilities during information search positively affects perceived value irrespective of self-efficacy levels or other costs and benefits. Self-efficacy increase is predicted by a firm’s strategic choice to help customers learn, the firm’s tactic to provide high-quality information, and the customers’ level of cognitive effort. In sum, the authors show that by fostering customers’ ...
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In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions:... more
In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and dissatisfaction response is developed. We subsequently focus on the role of service quality and switching costs as antecedents to these types of service loyalty. The results of an empirical study of a large sample of customers from five different service industries provide support for service loyalty as a three‐dimensional construct. Moreover, we find that the influence of service quality on service loyalty varies significantly per industry and that, hence, findings from one industry cannot be generalised to other industries. Furthermore, we establish that in industries characterised by relatively low switching costs, customers will be less loyal as compared to service industries with relatively high...
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So far, the term e‐commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the virtual marketplace seems to be e‐service or, delivering... more
So far, the term e‐commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the virtual marketplace seems to be e‐service or, delivering value‐added, interactive services to customers. This e‐business function has been left virtually unexplored in the services research literature. In this article, an attempt is made to investigate the impact of organizational reputation, relative advantage, and perceived risk on perceived service quality, trust and behavioral intentions of customers towards adopting e‐services. In the context of an electronic travel service, hypotheses on the relationships between aforementioned variables are investigated by means of an experimental study. The results suggest that the three factors have a significant main effect on the customers’ attitude and behavior towards e‐service. The only exception is that relative advantage does not appear to have a significant ...
Research Interests: Business, Marketing, Customer Behaviour, Tourism, Perceived Risk, and 10 moreBusiness and Management, Sceince Technology Policy and Management of Innovation, Service, Experimental Study, Perceived Service Quality, Value added, Consumer Behaviour, service Business, E Commerce, and Strategy and Management
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This research aims to explain the adoption of mobile gaming based on a refined model of Rogers’ adoption theory, including context-specific factors and consumer traits. Overall, the empirical findings suggest that perceived risk plays a... more
This research aims to explain the adoption of mobile gaming based on a refined model of Rogers’ adoption theory, including context-specific factors and consumer traits. Overall, the empirical findings suggest that perceived risk plays a crucial role in the adoption process, followed by complexity and compatibility. Moreover, through cluster analysis we identified three consumers segments, termed “Value Seekers,” “Risk Avoiders,” and “Game Players.” Whereas perceived risk remains the most important factor for the Risk Avoiders, Value Seekers also are concerned about compatibility. Game Players emphasize navigation, communicability, and payment options.
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Research Interests: Business, Management, Marketing, Psychology, Leadership, and 12 moreTraining and Development, Relationship Marketing, Transformational Leadership, Survey Methodology, Marketing Strategy, Transactional Leadership, Business Management, Business and Management, Leadership Style, Design Methodology, Partial Least Square, and Exploratory Study
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The majority of online research is now conducted via discontinuous online access panels, which promise high response rates, sampling control, access to populations that are hard to reach, and detailed information about respondents. To... more
The majority of online research is now conducted via discontinuous online access panels, which promise high response rates, sampling control, access to populations that are hard to reach, and detailed information about respondents. To sustain a critical mass of respondents, overcome panel attrition and recruit new panel members, marketers must understand how they can predict and explain what motivates people to participate repeatedly in online surveys. Using the newly developed survey participation inventory (SPI) measure, we identify three clusters of participants, characterised as voicing assistants, reward seekers and intrinsics. Our results suggest that most online surveys are filled out by intrinsically motivated respondents that show higher participation rates, response effort and performance; incentives do not offer an important response motive.