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  • 1
    Electronic Resource
    Electronic Resource
    Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling (2003)
    Bingley : Emerald
    Internet research 13 (2003), S. 281-296 
    Details
    ISSN: 1066-2243
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Computer Science
    Notes: Heightened competition in the e-commerce domain continues to force the need for a reliable and user-friendly service quality measurement methodology. The challenge facing practitioners, however, is to identify and implement the most appropriate measurement tools for their operation. Disconfirmation measures have come to dominate the debate concerning this very issue, with both direct and inferred techniques presenting themselves as reliable and valid measures of online quality. This paper addresses this very debate in the context of an online library service setting. It presents findings that attest to the psychometric and diagnostic performance of both techniques and suggests that while much time is taken up discussing the former, the real power of such techniques for online operators rests with the latter, i.e. their ability to pinpoint service failures and direct continuous quality improvement efforts.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10662240310488960
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  • 2
    Electronic Resource
    Electronic Resource
    Defining relationship marketing: an international perspective (1997)
    Bingley : Emerald
    Management decision 35 (1997), S. 319-321 
    Details
    ISSN: 0025-1747
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Relationship marketing has emerged as a big new idea for many Western companies. Relational, as opposed to transactional exchange is the norm in many countries. However, an exchange method which has worked well at home may fail in a culture with different values. While companies may reconfigure their product and promotion for a foreign market, failure to adapt methods of exchange may bring about a marketing failure. Reviews the complexity of cultural priorities and makes suggestions for methods by which firms can sensitively adapt the basis of their relationship with customers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00251749710169710
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  • 3
    Electronic Resource
    Electronic Resource
    The role of selfishness in buyer-seller relationships (2002)
    Bingley : Emerald
    Marketing intelligence & planning 20 (2002), S. 22-27 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Co-operation is implicit in attempts to create ongoing buyer-seller relationships, yet Darwinian theories have stressed the self-centredness of man and social commentators have observed a trend away from collectivism towards individualism. Relationship marketing represents a dynamic tension between the forces of individualism and collectivism, yet the role of individualism and selfishness is relatively unexplored. This paper presents theoretical frameworks for their study. Impacts of selfishness on relationship marketing are discussed and suggestions made for how firms may reconcile selfishness with co-operative strategies. It is argued that selfishness may be crucial to successful relationships and may produce greater economic welfare than pervasive collectivism.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634500210414738
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  • 4
    Electronic Resource
    Electronic Resource
    Service failure and loyalty: an exploratory empirical study of airline customers (1998)
    Bradford : Emerald
    The @journal of services marketing 12 (1998), S. 7-22 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: There has been considerable analysis of buyer-seller relationship development within the services sector. While a lot of attention has been given to the processes by which relationships are developed, the subject of relationship deterioration is less well researched. Examines the impacts of service failure on the quality of relationships between airlines and their customers who have suffered service failure. In particular, the effects on customers' trust and commitment to the relationship are studied, the latter being assessed in terms of their willingness to recommend the airline they use to others. Reports on a study of airline customers in the south-eastern USA which suggests that the impact of a given level of service failure is dependent on the duration to date of a customer's relationship with the airline they use. However, a non-linear correlation was found, suggesting that customers experience stages of being initially open-minded about service failure, followed by lower tolerance of failure, which gradually gives way to a closer relationship which is more resistant to service failure
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876049810202339
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  • 5
    Electronic Resource
    Electronic Resource
    The role of electronic commerce in creating virtual tourism destination marketing organisations (2000)
    Bingley : Emerald
    International journal of contemporary hospitality management 12 (2000), S. 198-204 
    Details
    ISSN: 0959-6119
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Co-operation is crucial to the successful marketing of tourism destinations, and electronic commerce offers exciting new opportunities for co-operation among tourism suppliers. This article examines the reciprocal linking of Websites to create "virtual" tourism destination organisations, whereby consumers can access information and purchase multiple components of a holiday online. A very simple starting point in the formation of a virtual destination marketing organisation is the linking of individual suppliers' Websites, so that a visitor arriving at one site can click through to complementary sites which contribute to the total destination offer. This paper examines the theoretical and practical benefits of virtual co-operation and reports on a survey, which examines the extent to which electronic commerce is superseding or complementing traditional hierarchical marketing organisations. Based on a sample of tourism suppliers' Websites in Northern Ireland, very little co-operation was observed. The reasons for this are discussed and recommendations made for future co-operation.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09596110010320760
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  • 6
    Electronic Resource
    Electronic Resource
    Cognitive dissonance and the stability of service quality perceptions (2004)
    Bradford : Emerald
    The @journal of services marketing 18 (2004), S. 433-449 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper examines the possible relationship between post-consumption dissonance and consumers' time-elapsed perceptions of service quality. A review of literature suggests that the degree of post-consumption dissonance experienced would be inversely related to both initial ratings of service quality and subsequent time-elapsed ratings. Empirical evidence is reported of a longitudinal study of university students undergoing a first year orientation process, which confirms this proposition. The results give some tentative indication of the instability of consumer perceptions of service quality over time.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040410557221
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  • 7
    Electronic Resource
    Electronic Resource
    Equity and repurchase intention following service failure (2000)
    Bradford : Emerald
    The @journal of services marketing 14 (2000), S. 513-528 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity, for studying the effects on customers of service failure and recovery. In a study of restaurant customers, the construct of equity is found to be significantly correlated with respondents' intention to repurchase. Significant differences in equity were observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040010347624
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  • 8
    Electronic Resource
    Electronic Resource
    The effects of perceptual processes on the measurement of service quality (2003)
    Bradford : Emerald
    The @journal of services marketing 17 (2003), S. 254-274 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Methods of measuring service quality have suffered from a lack of discussion about perceptual processes involved in a consumer's evaluation of quality. Most importantly, it is the perception of service quality at the time of the next purchase decision that may better explain repeat buying behaviour, rather than the traditional measure taken immediately post-consumption. This paper reports on a study of visitors to an adventure theme park. A longitudinal study employing a modified SERVQUAL scale observed that perceptions of service quality declined with the passage of time. Perceptions of items of high importance and those involving tangible elements declined the least. Changes in individuals' perceptions over time were found to be associated with changes in behavioural intention.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040310474819
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  • 9
    Electronic Resource
    Electronic Resource
    A structural analysis of hotel sector loyalty programmes (2000)
    Bingley : Emerald
    International journal of contemporary hospitality management 12 (2000), S. 54-60 
    Details
    ISSN: 0959-6119
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Analyses the variety of loyalty programmes that exist within the UK corporate hotel sector. A literature review leads to the proposition that in order to be cost-effective in stimulating repeat business, loyalty programmes should reflect the business environment in which they operate. Loyalty programmes vary in the extent to which they collect, analyse and use customer information. A conceptual framework is developed in which information management and customisation are related to each other. This proposition supports the argument that there is no single formula for the development of a successful loyalty programme within the hotel sector. Although questions are raised about how the effectiveness of a loyalty programme can be measured, the proposition that market characteristics, information intensity and level of customisation can influence the effectiveness of a loyalty programme, is accepted.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09596110010305145
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  • 10
    Electronic Resource
    Electronic Resource
    Wine production as a service experience - the effects of service quality on wine sales (2002)
    Bradford : Emerald
    The @journal of services marketing 16 (2002), S. 342-362 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the importance-performance technique within the Australian wine tourism industry. Many winery operators invite customers to their winery and the quality of service during the visit can impact on future wine sales. Research undertaken among a sample of visitors to Australian vineyards showed that service process factors were more closely linked to wine purchase than tangible elements. The study also provides further support for the use of importance-performance models of service quality, as this measure was found to be significantly related to two dimensions of behavioural intention.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040210433239
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