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Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This study empirically identifies the varying effects of customer participation (CP) in service industry on a relationship's developmental stages. Because CP simultaneously affects and is affected by a relationship in service settings, its influence on the relationship's developmental stage requires examination. This study aims to fill the gap between phenomenon and theory that existed in previous CP studies by comparing and analysing the effects of four CP sub-factors (information seeking, information sharing, personal interaction and responsible behaviour) on encounter satisfaction during the developmental stage of a relationship between customer and service provider. Additionally, this study provides service companies with strategic implications for utilizing CP. This study considers the relationship dynamics to which prior CP studies paid little attention. Thoroughly verifying these CP sub-factors provides a foothold for a new perspective on the inconsistent results of CP studies. According to research result, the influence of information-seeking behaviour on encounter satisfaction decreases as a relationship grows. In contrast, information sharing and personal interaction increase. Lastly, responsible behaviour made no significant difference. This study enables service marketing managers to understand CP during the developmental stage of a customer relationship and establish needed and appropriate management guidelines for customer-related interactions. [ABSTRACT FROM AUTHOR]

The aim of this research is to examine the mediating effects of self-congruity between destination brand personality, to revisit intention and heed the moderating effects of gender between self-congruity. Therefore, data were collected through a survey from 226 Chinese outbound tourists in Glasgow city, United Kingdom and was analyzed to provide evidence. Based on the results, the analysis of partial least squares structural equation modeling (PLS-SEM) using the Smart PLS 3.0 program indicated that self-congruity was mediated partially through destination brand personality and revisit intention. In tourism destination, Aaker five dimension of brand personality model was particularly adapted into practice. However, the model failed to perform an actual self-congruity to mediate all five dimensions (i.e., sincerity, excitement, competence, excitement, sophistication and ruggedness) of destination brand personality and revisit intention. The results revealed that the ideal self-congruity is a mediating effect between destination brand personality (i.e., sincerity and excitement) and revisit intention. Moreover, this study also reported that the moderating role of gender has no effects on self-congruity and revisit intention. No difference was observed between female and male Chinese tourists who rely more on destination brand personality over self-congruity when the impact of symbolic destination brand benefits on their intention to revisit Glasgow was considered. Findings further offer specific implications for both theoretical insight and marketing practice in context of tourism destinations in Glasgow. [ABSTRACT FROM AUTHOR]

This study draws on the relationship quality research domain and the social exchange theory to propose a multilevel model leading from shopping motive to patronage behaviors, such as word of mouth and share of wallet, through a relationship quality process leading from satisfaction and trust to emotional commitment and cooperation. A cross-level moderation of store loyalty program benefit is also tested. Using a sample from mainland Chinese shoppers, results reveal that while relationship quality mediates tourist motives and patronage behaviors, store-level membership programs serve as a boundary condition that moderates the relationship quality process. [ABSTRACT FROM AUTHOR]

The author proposes a customer relationship marketing -enabled student-attracting product redesign conceptual model for education for business by focusing on customization in business degrees through mirror mapping the interests and career focus of marketing degree students and skills demand of the industry as different from a business degree in analytics. An implementation of the model would make customer acquisition, retention, and relationship processes much more efficient and effective. The author proposes a new way of granting business degrees through "customized personalization" rather than "mass customization" for career focused rather than "get educated, get-job" -focused students. The suggested model has significant implications for institutions' strategy formulators, customer relationship marketing heads, and policymakers. [ABSTRACT FROM AUTHOR]

This study developed a conceptual model depicting the relationships between perceived encounter quality, patient participation, self-efficacy, satisfaction and loyalty intentions. The hypothesized relationships in the model were assessed using the data collected from 396 respondents in Hong Kong, China. Using moderated regression analysis, the results showed that technical quality, empathy, communication and physical environment have a significant impact on satisfaction, which in turn influences loyalty intentions. Self-efficacy displays a significant moderating influence on the relationship between patient participation and satisfaction. The implications and suggestions for future research are discussed. [ABSTRACT FROM AUTHOR]

There is considerable disagreement in academic scholarship and beyond as to whether, in cases of bad reputations, companies will want to communicate corporate social responsibility (CSR) activities because this kind of communication is likely to increase consumers' skepticism. In this regard, the two empirical studies discussed in this article examine the influence of prior company reputation on consumers' trust in response to CSR communication in general and the development in response to continuous CSR activities and their ongoing communication by companies as well as by the media in particular. The two studies show that consumers' trust in companies' CSR activities increases after a second presentation of information by companies even in instances when companies had prior negative reputations. The second study in particular fills a gap in the literature on underlying mechanisms of consumers' reactions to CSR communication. The results suggest that companies with prior negative reputations do not need to remain silent about their CSR activities; instead, CSR communication can help improve consumers' trust in companies. However, the findings of these two studies also suggest that this positive development is short-lived. Consumers' developing trust in companies' CSR activities decreases significantly if they are exposed to negative information on these companies. [ABSTRACT FROM AUTHOR]

There is an increasing interest in quality-of-life/well-being research in hospitality and tourism. The goal of this paper is to further promote the development and use of quality-of-life/well-being concepts in the discipline by reviewing seven major theories of quality of life and well-being (and their application in hospitality and tourism based on the research that I and my colleagues have conducted over the years) and suggesting future avenues of research. The theories discussed are self-congruity theory, self-expressiveness theory, bottom-up spillover theory, leisure benefits theory, goal theory, need hierarchy theory, and broaden-and-build theory. [ABSTRACT FROM AUTHOR]

Financial-relations advertising is a major type of corporate advertising, yet little research has addressed its effectiveness. The authors use a time-series approach to study the effect of financial-relations advertising on stock trading volume and stock price. They find increases in trading volume at the initial appearance of a financial-relations advertisement, but not during subsequent appearances of the ad. Further, these increases occur mainly for small capitalization firms. No support is found for the view that this type of advertising positively affects stock prices, at least in the short run. Although financial-relations advertising may change the expectations of individual investors, such advertising does not appear to change the market's view of a stock. [ABSTRACT FROM AUTHOR]

Country of origin (CO) is a potentially powerful image variable that can be used to gain competitive advantage in international marketing. However, deficiencies in the definition and measurement of its facets have contributed to ineffective and infrequent use of CO image as a competitive tool. The research reported in this article addresses these weaknesses through the use of confirmatory factor and incremental fit analyses. The findings reveal that CO image is a multifaceted construct and that its facets are clearly interpretable. The article concludes with a discussion of advertising implications and directions for future research. [ABSTRACT FROM AUTHOR]

While personal selling positions have been categorized into taxonomies, a longitudinal view of how selling jobs change or evolve has not yet been provided. This article presents such a view, based on an inductive analysis from available literature on selling jobs, selling's history, and characteristics of competitive and market environments. Five stages in this evolution of selling are presented and discussed: provider, persuader, prospector, problem-solver, and procreator. Relationships to management practice and implications for future research efforts are also noted. [ABSTRACT FROM AUTHOR]

The article presents the abstracts of articles on personal selling and sales management published in various journals in the U.S. Purchasing agents want salespeople who have a thorough knowledge of what their customers are purchasing, can offer insights into helping them make things more efficiently, can act as a bridge between all the various departments at both companies and are concerned with service and follow-up. Sales managers should develop policies for handling customer grievances and effectively train their sales staffs to utilize such approaches. Established complaint-handling procedures not only prepare the salesperson but also lead to customer perceptions of situational fairness. Designing a sales compensation plan that can motivate effective salesperson performance consistent with marketing strategies is an age-old important issue. One of the abstracts discusses a step-by-step process for developing and implementing a sales compensation plan which recognizes the link between sales compensation, evaluation and motivation.

I revisit my Journal of Business Research (JBR) article published in 1985 that has garnered many citations. As such, I discuss the concept of self-congruity and the stream of research that the JBR article has spurred over the last 32 + years. [ABSTRACT FROM AUTHOR]

In light of the changing roles of customers from service co-producer to value co-creator, the customer participation literature has conceptualized two types of participation behavior: co-production and value co-creation. However, there is a dearth of knowledge concerning both the antecedents of customer co-creation behavior and the outcomes of such behavior in relation to customer-perceived value and loyalty. Anchored in the trust-commitment theory, the present research (a) examines the effect of how a customer's trust in the service personnel could affect his/her cooperative behavior over the service design and delivery processes; and (b) investigates how the potential impact of a customer's trust in service personnel on his/her co-design and co-delivery behavior could be made contingent upon the customer's trust in the service brand and the types of high- versus low-customer-contact service contexts. Filling the aforementioned research gaps, the present research contributes to advance our knowledge of the roles played by trust at different levels of analysis in facilitating customer participation behavior and improving our appreciation of the customer contact service contexts when designing the service organization for maximizing service value and sustaining brand loyalty over time. [ABSTRACT FROM PUBLISHER]

This study explores the role of three types of customer participation (mental, emotional and physical) on service failure perceptions of customers. Based on 472 scenario-based online surveys, it is established that customer participation in the service (co-production) causes customers to produce softer/milder responses after experiencing a service failure, though there are variations according to the type of participation. In general, customer participation in the service reduces customers' tendency to make complaints to hotel management, writing negative comments on Internet blogs and the intention to leave the hotel. [ABSTRACT FROM AUTHOR]

Social networking sites, such as Facebook, are becoming a prevalent form of communication between people. Despite the enormous popularity of clicking the “like” button on Facebook, little research has been done in either network or behavior. This study focuses on how clicking a “like” button on Facebook affects other browsers. We examine the influence of customer-to-customer interaction (CCI) on customer voluntary performance (CVP) for social networking sites. This study employed structural equation modeling to investigate a research model based on a total of 210 valid surveys from social networking site users. The results indicated that CCI does influence satisfaction, commitment, and the commitment effect CVP, which is composed of loyalty, cooperation, and participation. This study suggests that positive CCI will lead to positive commitment and satisfaction. The higher commitment then causes higher CVP. These findings have implications for both marketers and consumer behavior researchers. [ABSTRACT FROM PUBLISHER]

Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened. [ABSTRACT FROM PUBLISHER]

Fundamental to emerging theories of value cocreation is a developing awareness that value emerges in networks. Service networks form to address issues for those in need, and value is conceived differently by the various constituents in the network. To represent this reality, a core service interaction, the reason for the construction of the network, is evaluated based upon a typology of value-creating interaction styles. Next, the potential impact on transformative value cocreation of various relationships in a service network is explored. To illustrate value cocreation from a network perspective, this paper develops research propositions assessing cocreated value in a health service network. Network factors regarding the structural and relationship properties of networks that advance the theory of value cocreation are proposed. Finally, suggestions for managers include ways to engage service network entities to enhance communication to foster a balanced, mutualistic relationship that optimizes cocreated value. Organizations need to better identify and activate customers' support networks in order to facilitate enhanced collaboration and communication. [ABSTRACT FROM AUTHOR]

Over the last two decades, New York City has witnessed historic drops in crime. Numerous explanations for this crime decline have been discussed, and the New York City Police Department (NYPD) has been central to that debate, most notably because of the adoption of order maintenance policing and the implementation of Compstat. While those developments in the early 1990s are clearly important for understanding the potential role of the NYPD in the crime decline, those changes did not occur in a vacuum. This paper adopts an historical framework that places the role of the NYPD in the crime decline in the larger context of the department’s history, culture, and key events over a nearly 40-year span. This perspective suggests that many of the crime control strategies implemented by the NYPD over that time have been driven by internal and external crises, and that these strategies have also produced unintended consequences. With the historical analysis as a backdrop, the paper considers the ongoing debate over stop, question and frisk practices, and their disproportionate impact on minority residents, as the next potential crisis for the NYPD. The paper concludes with a discussion of the historical framework as a foundation for initiating a comparative dialog across law enforcement agencies regarding crime control strategies, their impact, and their consequences. [ABSTRACT FROM PUBLISHER]

Partnerships between professionals and parents of children with disabilities can be valuable ingredients in efforts to design and implement strategies of intervention and support. In this article, we provide a rationale in support of parent-professional partnerships and describe research and programmes that exemplify such partnership practices. We also describe approaches for facilitating the development of partnerships and a framework in which partnerships are placed at the optimal end of a continuum of parent involvement and parent support. [ABSTRACT FROM AUTHOR]

Functional assessment has been shown to be an essential tool in developing effective behavior support plans for young children with challenging behavior. Such plans have been effective not only in reducing problem behavior and improving socially appropriate behavior, but also in preventing the development of further, more severe, problem behavior. The purpose of this article is to outline a process for conducting comprehensive early intervention based on a comprehensive assessment process that includes functional assessment. A case example is presented to further illustrate this process. Additional elements essential to the process, including family involvement, collaborative teaming, and implementing intervention in multiple environments, are discussed. [ABSTRACT FROM AUTHOR]

The selling cycle, a measure of calendar time from the initiation to the completion of a sale, is a significant factor in planning and assessing sales force deployment. Empirically-based analyses of the selling cycle are nonexistent, however. This paper reports an exploratory study of selected relationships involving the length of the selling cycle in various selling situations and in different types of sales organizations, and then concludes with management implications and further research ideas. [ABSTRACT FROM PUBLISHER]

In the last 10 years new theories of superior business performance have emerged from the work of marketing, strategy, organizational theory and economics scholars. These new perspectives, known under the labels of resource-based view of the firm, competence-based competition and evolutionary theory, share a special focus on a firm's rare, valuable and difficult-to-imitate resources (e.g. intangible assets and organizational capabilities) as the key determinants of superior business performance. Based upon this work and developments in the marketing strategy literature, in this study we develop a conceptual model which links these different explanations of superior performance and renews original ideas in terms of the drivers of success and superior performance. Competition is approached as a dynamic phenomenon and, therefore, firm success is not permanent. Innovations are a common way in which the competitive advantages of other firms are offset or eliminated. In fact, the role of knowledge-related resources is highlighted in the conceptual model as a key determinant in the continuous creation of competitive advantages in an increasingly competitive environment. [ABSTRACT FROM AUTHOR]

Recent research has reflected an increased handgun ownership among females in the United States. This increase in female gun ownership and purchasing has occurred simultaneously with the alarming increase in violent crimes committed against women. The increased interest in, and purchase of, handguns by women provided a needed new market for gun manufacturers. The purpose of the study was to access female handgun ownership, purchase patterns, and attitudes toward gun usage and safety. The findings of the study indicated that one-fourth of the women surveyed owned a handgun, and were motivated to purchase a handgun for personal protection. Also, approximately one-third of the female handgun owners had participated in certified handgun training. Societal implications of the findings are also discussed in the paper. The implications include proposals for: availability of low cost training, gun safety education in public schools, and a more active role of law enforcement officers and handgun manufacturers in providing handgun training. [ABSTRACT FROM PUBLISHER]

Evidence continues to accumulate which supports marketing's contribution to hospital performance. When hospitals do adopt a marketing orientation they reap the benefits of higher occupancy rates and revenues. The study advances our understanding of the relationship between marketing orientation and hospital performance by investigating the specific contribution of each component of marketing orientation. Results indicate that hospitals should develop a "gestalt" market orientation, with all its components, but a well-developed customer philosophy makes the single greatest contribution to hospital performance. [ABSTRACT FROM PUBLISHER]

Evaluates the relationship between export performance and consumer satisfaction. Importance of exporting in the attainment of firm goals; Determinants of satisfaction; Use of cross-sectional designs in the process of internationalization.

No abstract available for this article. [ABSTRACT FROM PUBLISHER]

No abstract available for this article. [ABSTRACT FROM PUBLISHER]

No abstract available for this article. [ABSTRACT FROM PUBLISHER]