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Journal of Customer Service in Marketing and Management最新文献

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An Exploratory Analysis of the Impact of Salesperson Customer-Orientation on Sales Force Productivity 销售人员顾客导向对销售队伍生产力影响的探索性分析
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-28 DOI: 10.1300/J127V03N04_02
Charles E. Pettijohn, L. Pettijohn, R. Parker
{"title":"An Exploratory Analysis of the Impact of Salesperson Customer-Orientation on Sales Force Productivity","authors":"Charles E. Pettijohn, L. Pettijohn, R. Parker","doi":"10.1300/J127V03N04_02","DOIUrl":"https://doi.org/10.1300/J127V03N04_02","url":null,"abstract":"Abstract Consumer sovereignty is a concept that is well-established in the marketing literature. It is widely assumed the customer satisfaction is a crucial variable in determining the long-run prosperity of a business. Since the sales force often has the most contact with the customer, it seems logical that their efforts toward satisfying the client would be imperative. The selling orientation-customer orientation (SOCO) scale developed by Saxe and Weitz (1982) was used to determine the customer-orientation of 180 real estate sales personnel. The results of the research indicate that real estate sales representatives can practice customer-oriented selling without fear of losing sales due to their being too “soft” in their selling methods. In addition, the results indicate that companies wishing to enhance their sales personnel's level of customer-orientation may do so through professionally designed sales training programs.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122222282","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 27
Finding Out What Customers Think: An Examination of Customer Response Cards 发现顾客的想法:顾客回应卡的检查
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_05
R. Gaedeke, D. Tootelian
{"title":"Finding Out What Customers Think: An Examination of Customer Response Cards","authors":"R. Gaedeke, D. Tootelian","doi":"10.1300/J127V03N03_05","DOIUrl":"https://doi.org/10.1300/J127V03N03_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123927994","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The Use of Scheduling and Inflight Customer Service Quality as Competitive Marketing Tools in the Asian Airline Industry 亚洲航空业使用航班调度和机上客户服务质量作为竞争营销工具
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_08
C. L. Comm
{"title":"The Use of Scheduling and Inflight Customer Service Quality as Competitive Marketing Tools in the Asian Airline Industry","authors":"C. L. Comm","doi":"10.1300/J127V03N03_08","DOIUrl":"https://doi.org/10.1300/J127V03N03_08","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133944459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Customer Satisfaction: The Sales Manager's Role in Reducing the Communication Gap 顾客满意:销售经理在减少沟通差距中的作用
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_04
H. A. Harmon
{"title":"Customer Satisfaction: The Sales Manager's Role in Reducing the Communication Gap","authors":"H. A. Harmon","doi":"10.1300/J127V03N03_04","DOIUrl":"https://doi.org/10.1300/J127V03N03_04","url":null,"abstract":"Customer satisfaction, the cornerstone of the marketing concept, has been the subject of considerable research. Since 1970 over 15,000 academic and trade articles have been written on the subject. ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133613587","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Developing Effective Teams in Marketing Organizations for Service and Quality Enhancement 在营销组织中发展有效的团队以提高服务和质量
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_03
Stephen J. Tvorik, R. Boissoneau
{"title":"Developing Effective Teams in Marketing Organizations for Service and Quality Enhancement","authors":"Stephen J. Tvorik, R. Boissoneau","doi":"10.1300/J127V03N03_03","DOIUrl":"https://doi.org/10.1300/J127V03N03_03","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124950250","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Service Quality: An Examination of Demographic Differences 服务质量:人口统计学差异的检验
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_06
Alain Genestre, P. Herbig
{"title":"Service Quality: An Examination of Demographic Differences","authors":"Alain Genestre, P. Herbig","doi":"10.1300/J127V03N03_06","DOIUrl":"https://doi.org/10.1300/J127V03N03_06","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"542 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124267456","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Important dimensions in ocean freight services 海运服务的重要维度
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_07
S. Mehta, A. Lobo, S. Mehta
{"title":"Important dimensions in ocean freight services","authors":"S. Mehta, A. Lobo, S. Mehta","doi":"10.1300/J127V03N03_07","DOIUrl":"https://doi.org/10.1300/J127V03N03_07","url":null,"abstract":"Abstract This paper examines the criteria used by organizational buyers in their choice of suppliers of shipping services for ocean freight transport so widely used in international trade. The study was conducted in Singapore which is known for its heavy reliance on international trade as well as for its high ranking container port facilities. Based on a survey of shipping managers in a cross section of business organizations in Singapore, the study identifies important factors in the choice of a shipping line selected on their heaviest used export route for their outgoing goods. It also provides buyers' evaluation of the preferred carrier on the same attributes to examine the performance gaps in the services offered by the line. The findings thus provide a bench mark for the shipping industry and points toward areas of emphasis in the service strategies of the shipping lines.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127973244","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
An Optimization Methodology for Selecting Suppliers in Purchasing Management for Improved Customer Service 面向改进客户服务的采购管理中供应商选择的优化方法
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-26 DOI: 10.1300/J127V03N03_02
S. Cokelez
{"title":"An Optimization Methodology for Selecting Suppliers in Purchasing Management for Improved Customer Service","authors":"S. Cokelez","doi":"10.1300/J127V03N03_02","DOIUrl":"https://doi.org/10.1300/J127V03N03_02","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130020533","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Client Perceptions of the Customer Orientation of Advertising Agencies 客户对广告公司客户导向的认知
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-12 DOI: 10.1300/J127V03N02_07
Subhra Chakrabarty, Scott Markham, R. Widing, Gene Brown
{"title":"Client Perceptions of the Customer Orientation of Advertising Agencies","authors":"Subhra Chakrabarty, Scott Markham, R. Widing, Gene Brown","doi":"10.1300/J127V03N02_07","DOIUrl":"https://doi.org/10.1300/J127V03N02_07","url":null,"abstract":"Abstract A national random sample of advertisers evaluated the customer orientation of their advertising agencies. The respondents also rated the importance of various agency attributes for agency selection, as well as their level of satisfaction with the performance of their current advertising agencies. Client perceptions of the customer orientation of advertising agencies was found to be significantly related to clients' satisfaction with agency performance. The importance of customer oriented selling behaviors by advertising agencies are discussed.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"87 3","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120980725","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
A Markov Analysis of Customer Retention and Recruitment 客户保留与招聘的马尔可夫分析
Journal of Customer Service in Marketing and Management Pub Date : 1997-03-12 DOI: 10.1300/J127V03N02_04
Janis L. Miller, L. Fredendall, J. Patterson
{"title":"A Markov Analysis of Customer Retention and Recruitment","authors":"Janis L. Miller, L. Fredendall, J. Patterson","doi":"10.1300/J127V03N02_04","DOIUrl":"https://doi.org/10.1300/J127V03N02_04","url":null,"abstract":"Abstract This paper develops a Markov analysis of customer retention and recruitment for the service industry. It establishes the trade-off between retaining present customers and recruiting new customers and demonstrates that retention is essential in achieving high market share. Retention and recruitment cost functions are developed which allow managers to evaluate the effectiveness of service improvement programs and marketing campaigns and to predict returns for each type of investment. The model then determines the retention and recruitment investment levels that will maximize market share. The model is applied to data from a service organization to examine retention and recruitment in an actual service organization.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126712111","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 2
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