Relying on a Bayesian-like framework, the authors develop behavioral process model of perceived service quality. Perceptions dimensions quality are viewed to be function customer's prior expectations what will and should transpire during encounter, as well most recent contact with delivery system. These perceptions form basis for person's overall perception, which in turn predicts intended behaviors. The first test this data from longitudinal laboratory experiment. Then they method...

On the basis of previous reviews perceived-risk concept, a model risk perception and its effects on consumers' risk-handling behavior is formulated. Hypotheses derived from this are empirically tested indicate that, for setting studied (women purchasing dress), intended use activity increases with higher levels perceived risk. This relationship more pronounced after level exceeds individual's acceptable Also importance in determining benefit type consumer's inability to absorb monetary loss.

This paper investigates the effect of product substitutability on Nash equilibrium distribution structures in a duopoly where each manufacturer distributes its goods through single exclusive retailer, which may be either franchised outlet or factory store. Static linear demand and cost functions are assumed, number rules about players' expectations competitors' behavior examined. It is found that for most specifications does influence structure. For low degrees substitutability, will...

This paper investigates the effect of product substitutability on Nash equilibrium distribution structures in a duopoly where each manufacturer distributes its goods through single exclusive retailer, which may be either franchised outlet or factory store. Static linear demand and cost functions are assumed, number rules about players' expectations competitors' behavior examined. It is found that for most specifications does influence structure. For low degrees substitutability, will...

The goal of this preface is to describe how the special section on customer relationship management (CRM) was developed. In May 2003, Richard Staelin, Executive Director Teradata Center for Customer Relationship Management at Duke University, proposed that Journal Marketing ( JM) publish a section. proposal included activities were designed promote interactions among marketing academics and practitioners; stimulate dialogue new research CRM. I found attractive because CRM broad-based topic...

Interview with Susan Edgman-Levitan on patient-experience measures and their relationship to health outcomes. (00:00)Download Despite criticism of patient-satisfaction measures, surveys that are designed administered appropriately provide robust the quality care offer insight into a dimension that's otherwise difficult measure objectively.

Journal Article A Model of Consumer Information Search Behavior for New Automobiles Get access Girish N. Punj, Punj other works by this author on: Oxford Academic PubMed Google Scholar Richard Staelin Research, Volume 9, Issue 4, March 1983, Pages 366–380, https://doi.org/10.1086/208931 Published: 01 1983 history Received: April 1981 Revision received: November 1982

Journal Article Effects of Quality and Quantity Information on Decision Effectiveness Get access Kevin Lane Keller, Keller Search for other works by this author on: Oxford Academic PubMed Google Scholar Richard Staelin Consumer Research, Volume 14, Issue 2, September 1987, Pages 200–213, https://doi.org/10.1086/209106 Published: 01 1987 history Received: July 1985 Revision received: February

A theory of salesforce compensation plans is presented where the sales a product depend not only on salesperson's effort but also uncertainty in selling environment. The firm chooses plan to maximize its profit taking into account likely levels under alternative and his or her job opportunities. salesperson (agent) an level considering both disutility from expected utility earnings plan. Agency Theory framework provides explanation for differences across firms types used such as straight...

The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves the customer-centric paradigm. This article identifies fundamental issues challenges that typically deter a firm from becoming customer-centric. These mainly related organizational culture, structure, processes, financial metrics firm. To overcome these barriers, suggests path is driven by strong leadership commitment,...

Journal Article The Information Processing of Pictures in Print Advertisements Get access Julie A. Edell, Edell Search for other works by this author on: Oxford Academic PubMed Google Scholar Richard Staelin Consumer Research, Volume 10, Issue 1, June 1983, Pages 45–61, https://doi.org/10.1086/208944 Published: 01 1983 history Received: May 1982 Revision received: February

The authors report on a procedure for exploiting the information content of rank ordered choice sets to estimate efficiently parameters multinomial logit model formulation stochas...

Background— Hospitals use patient satisfaction surveys to assess their quality of care. A key question is whether these data provide valid information about the medically related hospital The objective this study was determine associated with adherence practice guidelines and outcomes for acute myocardial infarction identify drivers satisfaction. Methods Results— We examined clinical on 6467 patients treated at 25 US hospitals participating in CRUSADE initiative from 2001 2006. Press Ganey...

National survey data on the amount of information seeking by buyers new cars and major household appliances are analyzed AID MCA. The findings lend support to hypothesis that purchase use a product result in learning which later influences buying behavior.

This paper addresses the problem of why and how a seller should develop discount pricing structure even if such does not alter ultimate demand. The situation modeled is most appropriate where seller's product represent major component buyer's final product, demand for derived, or price only one many factors considered in making purchase decision. A model buyer reaction to any given scheme developed show that there exists unified policy which motivates increase its ordering quantity per...

This paper examines two strategic pricing decisions within channels: using foresight (i.e., price leadership) and considering category implications product line pricing). Are leadership always the best strategies for a channel member? If not, when does this occur why? By investigating these questions, we address some major concerns of both marketing practitioners scholars interested in management issues. In addition, study provides an indepth discussion on why previous analytic studies...

Journal Article Nutrition Information in the Supermarket Get access J. Edward Russo, Russo Search for other works by this author on: Oxford Academic PubMed Google Scholar Richard Staelin, Staelin Catherine A. Nolan, Nolan Gary Russell, Russell Barbara L. Metcalf of Consumer Research, Volume 13, Issue 1, June 1986, Pages 48–70, https://doi.org/10.1086/209047 Published: 01 1986 history Received: April 1984 Revision received: September 1985

The authors consider the effects of three marketing communication activities on nonproduct based differentiation. Specifically, they examine whether advertising, sales force, and promotion activiti...

Although an important aspect of managing new product introductions is to recognize and quickly take action when a launch has failed (i.e., “pull the plug”), senior managers in setting tend remain committed losing course action. The authors investigate this issue with controlled experiments, using level executives as subjects. Their results suggest strong bias toward continued commitment failing products. Consequently, devise test effectiveness five decision aids aimed at reducing bias....

My three-year term as editor of Journal Marketing concludes with the October 2005 issue. On basis my interactions various people in marketing community, I believe that science and practice are transition, bringing change to content boundaries discipline. Thus, invited some distinguished scholars contribute short essays on current challenges, opportunities, imperatives for improving thought practice. Each author chose his or her topic themes. However, a collegial process, authors read...

The college choice behavior of graduate business school applicants is studied. A stochastic utility model proposed and estimated by use a sample students admitted to Carnegie-Mellon University. specific formulation used the conditional logit model. Results indicate that such factors as net cost, quality, distance applicant's home from are important determinants choice. Specific probability computations illustrate results for typical decision maker.

In this research, the authors examine phenomenon of escalation bias in context managing new product introductions. particular, they identify three general paths—Decision Involvement Inertia, Decision Distortion, and Belief Inertia Distortion—that can lead managers to escalate their commitments. The test relative strength these paths driving observed behavior. results show that involvement with initial decision, a key construct numerous explanations for behavior (e.g., agency theory,...

A commonly held belief has grocery and mass merchandise retailers gaining power relative to the upstream consumer package goods manufacturers. One of major justifications for this is that manufacturers are now giving more side payments such as trade allowances, slotting etc. However, a number researchers have shown these concessions not translated into increased profit retailer manufacturer. This paper explores, via an analytic model, why one might see getting from manufacturer without being...