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Journal of Customer Service in Marketing and Management最新文献

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Making Loyal Customers 打造忠诚客户
Journal of Customer Service in Marketing and Management Pub Date : 2000-06-01 DOI: 10.1300/J093V06N01_01
Walter Wymer
{"title":"Making Loyal Customers","authors":"Walter Wymer","doi":"10.1300/J093V06N01_01","DOIUrl":"https://doi.org/10.1300/J093V06N01_01","url":null,"abstract":"ABSTRACT Youth ministries are in a state of transition. Formerly effective models of youth ministry are proving to be ineffective for youth born in the 1980′s, the Millenials. Today's youth are feeling alienated from the church community and are often treated like a separate subculture, uninvolved in church life outside their own sphere. While contemporary discussions about these issues largely focus upon the format and structure of youth ministries, this article concerns itself with the content of those ministries. While not discussing what youth are taught, this article emphasizes the need to ground youth in what we teach them so that those teachings will be long-lived in the youth. Specifically, this article presents ideas, based on established social psychological theory, which may help to develop in our youth resistance against a bombardment of messages from our culture which are contrary to our religious principles, values, and beliefs.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"43 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2000-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116321303","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
A Changing Marketplace 不断变化的市场
Journal of Customer Service in Marketing and Management Pub Date : 2000-06-01 DOI: 10.1300/J093V06N01_04
R. Montgomery, M. Mitchell, Daniel Bauer, Gregory B. Turner
{"title":"A Changing Marketplace","authors":"R. Montgomery, M. Mitchell, Daniel Bauer, Gregory B. Turner","doi":"10.1300/J093V06N01_04","DOIUrl":"https://doi.org/10.1300/J093V06N01_04","url":null,"abstract":"ABSTRACT This manuscript presents the results of a pilot study examining religion and spirituality among Generation X (those born between 1961 and 1981). In addition to aggregated results, this study investigates differences in attitudes toward religion and spirituality based upon gender, ethnicity, parental status, and level of education. Gender and ethnicity are found to be effective market segmentation variables. The implications for marketers for marketers of religious programming and services are discussed.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2000-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131649301","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: 8
Pastoral Preparation for Church Management 教会管理的牧养准备
Journal of Customer Service in Marketing and Management Pub Date : 2000-06-01 DOI: 10.1300/J093V06N01_05
Craig Irwin, Robert H. Roller
{"title":"Pastoral Preparation for Church Management","authors":"Craig Irwin, Robert H. Roller","doi":"10.1300/J093V06N01_05","DOIUrl":"https://doi.org/10.1300/J093V06N01_05","url":null,"abstract":"ABSTRACT This article reports on the findings of an empirical study of pastors concerning their perceived preparation for church management. While most pastors perceived that their spiritual preparation for ministry was adequate, most reported that their management training was inadequate. Pastors also perceived that their success as pastors was related to their ability to manage and lead their churches. Based on these findings, we recommend that pastoral education programs include appropriate management and leadership courses, that continuing management education be made available to pastors, and that pastors be provided with management and leadership support.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"70 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2000-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124241859","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: 10
The Impact of Service Guarantees on Consumers' Assessments of Service Providers 服务保障对消费者对服务提供者评价的影响
Journal of Customer Service in Marketing and Management Pub Date : 1999-12-20 DOI: 10.1300/J127V05N04_01
P. Kennett, Kenneth L. Bernhardt, J. Z. Sneath
{"title":"The Impact of Service Guarantees on Consumers' Assessments of Service Providers","authors":"P. Kennett, Kenneth L. Bernhardt, J. Z. Sneath","doi":"10.1300/J127V05N04_01","DOIUrl":"https://doi.org/10.1300/J127V05N04_01","url":null,"abstract":"ABSTRACT It is believed by many business executives that services do not lend themselves to warranties. The arguments against offering guarantees in service industries center on the idea that most ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"49 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-12-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131704569","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
On the Role of Experience in Developing Service Satisfaction in Consumer Financial Planning Services 论消费者理财服务中体验对服务满意度的影响
Journal of Customer Service in Marketing and Management Pub Date : 1999-12-20 DOI: 10.1300/J127V05N04_03
N. Sharma, P. Patterson
{"title":"On the Role of Experience in Developing Service Satisfaction in Consumer Financial Planning Services","authors":"N. Sharma, P. Patterson","doi":"10.1300/J127V05N04_03","DOIUrl":"https://doi.org/10.1300/J127V05N04_03","url":null,"abstract":"ABSTRACT This study of consumer professional services examines the role of experience in the development of service satisfaction with the personal financial planning services firm. Product experience possessed by the client moderates the interlinkages between service satisfaction and its two antecedents-performance and relational behaviour. The results of sub group analysis indicate that effects of the performance and relational behaviour vary considerably under different product experience conditions. The findings therefore add new insight to the understanding of satisfaction formation under different experience conditions, especially in the context of consumer personal financial planning services.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"130 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-12-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124246868","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: 6
The Marketing Concept in an Academic Setting: Assessing and Comparing the Needs of Asian/Pacific Islander and Anglo Consumers of the Educational Product 学术环境下的市场营销理念:评估和比较亚太岛民和盎格鲁消费者对教育产品的需求
Journal of Customer Service in Marketing and Management Pub Date : 1999-12-20 DOI: 10.1300/J127V05N04_05
D. Amyx, Dennis N. Bristow
{"title":"The Marketing Concept in an Academic Setting: Assessing and Comparing the Needs of Asian/Pacific Islander and Anglo Consumers of the Educational Product","authors":"D. Amyx, Dennis N. Bristow","doi":"10.1300/J127V05N04_05","DOIUrl":"https://doi.org/10.1300/J127V05N04_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"276 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-12-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116219838","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: 6
Customers Perception of Service Quality in Higher Education 顾客对高等教育服务质量的感知
Journal of Customer Service in Marketing and Management Pub Date : 1999-12-20 DOI: 10.1300/J127V05N04_02
M. Joseph, Beatriz Joseph Mms
{"title":"Customers Perception of Service Quality in Higher Education","authors":"M. Joseph, Beatriz Joseph Mms","doi":"10.1300/J127V05N04_02","DOIUrl":"https://doi.org/10.1300/J127V05N04_02","url":null,"abstract":"ABSTRACT Intense competition in the higher education sector in New Zealand has forced a number of educational institutions to examine the need for assessments of customer-perceived service quality for differentiation purposes. Research studies in this area have mainly focused on either the administrators or the faculty's perspectives and have overlooked the other customers, namely students and employers. The instruments developed based on the Importance-Performance paradigm were administered to 280 New Zealand employers and 1,000 business graduates. The results indicate that employers and students have perceptual problems with the level of service provided by tertiary institutions. Implications and suggestions for future research are provided.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-12-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132455347","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: 4
Becoming Marketing Oriented: Applying the Marketing Concept in Small Group Ministry Settings 以行销为导向:行销概念在小组事工中的应用
Journal of Customer Service in Marketing and Management Pub Date : 1999-07-15 DOI: 10.1300/J093V04N02_04
Walter Wymer
{"title":"Becoming Marketing Oriented: Applying the Marketing Concept in Small Group Ministry Settings","authors":"Walter Wymer","doi":"10.1300/J093V04N02_04","DOIUrl":"https://doi.org/10.1300/J093V04N02_04","url":null,"abstract":"ABSTRACT This article builds upon earlier works in JMMM which emphasize a marketing orientation in church management. Specifically, this article illustrates how small group leaders, and thus, small group ministries, can become more effective by becoming more marketing oriented. The article begins by emphasizing the necessity of developing more effective small group ministries in our churches. Next small group leadership styles that are ineffective are categorized and discussed. Finally beneficial behaviors, grounded in a marketing orientation, are depicted which foster effective small group ministries.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126075315","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
Applying the Adaptive Process to a Religious Organization 将适应过程应用于宗教组织
Journal of Customer Service in Marketing and Management Pub Date : 1999-07-15 DOI: 10.1300/J093V04N02_02
Tim T. Hamon, B. Winston
{"title":"Applying the Adaptive Process to a Religious Organization","authors":"Tim T. Hamon, B. Winston","doi":"10.1300/J093V04N02_02","DOIUrl":"https://doi.org/10.1300/J093V04N02_02","url":null,"abstract":"ABSTRACT This study applies organization theory, specifically the adaptation process described by Miles and Snow (1978), to the development of a religious organization. The adaptive process proposes stability when configurations of strategy, structure and process are aligned and unstable when configurations do not align. This study examines the religious organization's development as viewed by the adaptive process. An initial adaptive type of ‘defender’ appeared dominant during a long period of stability. Innovation and rapid growth hastened a change to a new unstable ‘reactor’ configuration. The new configuration did not consistently solve the entrepreneurial, engineering and administrative problems. The organization adjusted to a third configuration that realigned the organization to the ‘analyzer’ type and now appears to be stable. This study shows that organization theory may be applied successfully to religious organizations.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116216078","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 New Look for Theological Alumni Studies 神学校友研究的新面貌
Journal of Customer Service in Marketing and Management Pub Date : 1999-07-15 DOI: 10.1300/J093V04N02_06
D. Davis, E. Fram
{"title":"A New Look for Theological Alumni Studies","authors":"D. Davis, E. Fram","doi":"10.1300/J093V04N02_06","DOIUrl":"https://doi.org/10.1300/J093V04N02_06","url":null,"abstract":"ABSTRACT Alumni studies among Protestant theological seminaries are not commonplace. This article reports on an alumni study completed in 1996. It differs from other studies in that it incorporates the use of a new state-of-the-art marketing research approach that focuses on soliciting alumni suggestions for improvement (Waddell, Summer 1995), rather than on traditional rankings ranging from very satisfied through very dissatisfied. Through the study, the institution involved was able to determine: A reasonably good overall satisfaction level with the school, some intense concerns with one of the denominations it serves and suggestions for improvement. A very high level of satisfaction from its graduates with a ministerial career and their plans to remain in church related occupations. A need to improve its curriculum by adding more study of day-today management issues facing ministers. Areas in which the school's educational and spiritual environments needed improvement. The unique importance of faculty ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126970108","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
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