发布求助
文献互助 智能选刊 最新文献

Journal of Customer Service in Marketing and Management最新文献

筛选
英文 中文
Walking the Talk, Running the Race! 说到做到，跑到终点!
Journal of Customer Service in Marketing and Management Pub Date : 1999-06-01 DOI: 10.1300/J093V05N02_01
Betty S. Harper, P. Harper
{"title":"Walking the Talk, Running the Race!","authors":"Betty S. Harper, P. Harper","doi":"10.1300/J093V05N02_01","DOIUrl":"https://doi.org/10.1300/J093V05N02_01","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127830159","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
Interviews with Well-Practiced Preachers 采访经验丰富的传教士
Journal of Customer Service in Marketing and Management Pub Date : 1999-06-01 DOI: 10.1300/J093V05N02_03
M. Nathan
{"title":"Interviews with Well-Practiced Preachers","authors":"M. Nathan","doi":"10.1300/J093V05N02_03","DOIUrl":"https://doi.org/10.1300/J093V05N02_03","url":null,"abstract":"ABSTRACT There is a workplace spirituality movement that is astir. Yet many managers may have been skeptical about its rightful place in that setting. This piece is written as a means to explore the relationship of spirituality to a workplace mainstay - leadership. This paper constitutes a transcript of interviews with four individuals who are each well practiced in the role of spiritual leadership. They are ministers who were each asked to explore the complex connections between spirituality, leadership, and the workplace. Finally, insights useful for both research and practice are offered based upon this dialogue.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1999-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114193293","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
Expectation of Service Quality in Professional Accounting Firms 专业会计师事务所服务质量的期望
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N02_03
Kau Ah Keng, Parker Liu
{"title":"Expectation of Service Quality in Professional Accounting Firms","authors":"Kau Ah Keng, Parker Liu","doi":"10.1300/J127V05N02_03","DOIUrl":"https://doi.org/10.1300/J127V05N02_03","url":null,"abstract":"ABSTRACT In Singapore, the Company Act requires every company to have an audit every year regardless of the cost and whether the directors and shareholders want one. As there are many professional accounting firms competing for the audit business of these companies, it has become essential that these accounting firms must strive to ensure that their clients are satisfied with the services provided. This paper reports a survey of 1.96 companies with headquarters in Singapore, Japan, Europe and the United States. The survey revealed the reasons for choosing a particular audit firms and the reasons for staying with them. A modified version of the SERVQUAL scale developed by Parasuraman was used to measure both the expectation and performance of service quality. A gap analysis was also carried out to determine the differences.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129086582","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: 7
A Gap Analysis of a CPA Tax Service and the Implications for Enhancing Service Quality 注册会计师税务服务的差距分析及对提高服务质量的启示
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N01_03
Maria Myers, Linda J. Morris
{"title":"A Gap Analysis of a CPA Tax Service and the Implications for Enhancing Service Quality","authors":"Maria Myers, Linda J. Morris","doi":"10.1300/J127V05N01_03","DOIUrl":"https://doi.org/10.1300/J127V05N01_03","url":null,"abstract":"ABSTRACT Certified Public Accounting (CPA) firms are “pure” services where the customer is buying the knowledge and expertise of the accounting professional. Marketing the “expertise” of certified public accounting firms is challenging because the client's expected and perceived levels of service quality is not clearly understood. This article presents a service blueprint of an income tax service and highlights potential failure points that can impact process and outcome qualities. Some recommendations are made for improving the tax service to achieve higher levels of service quality.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121741355","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: 5
Improving Satisfaction of Marketing Managers 提高营销经理的满意度
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127v05n01_06
James J. Jiang, J. Motwani
{"title":"Improving Satisfaction of Marketing Managers","authors":"James J. Jiang, J. Motwani","doi":"10.1300/J127v05n01_06","DOIUrl":"https://doi.org/10.1300/J127v05n01_06","url":null,"abstract":"ABSTRACT Results of an empirical study focusing on marketing managers' perception of the critical computing issues are presented. This study was motivated by the increased evidence of the adoption of computing strategy in today's marketing organizations and the lack of understanding of marketing managers' (customers) critical computing needs. Seventy-eight marketing executives participated in the study. Future research directions and ways to improving customer satisfaction are also suggested.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121091184","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
Analysis of Self-Efficacy as a Contributor to Customer and Managerial Perceptions in Customer Service Rep Performance 自我效能感对客户服务代表绩效中客户和管理认知的影响分析
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N02_05
James G. Bohn
{"title":"Analysis of Self-Efficacy as a Contributor to Customer and Managerial Perceptions in Customer Service Rep Performance","authors":"James G. Bohn","doi":"10.1300/J127V05N02_05","DOIUrl":"https://doi.org/10.1300/J127V05N02_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"65 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125896708","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
Trust and Commitment in Service Relationships 服务关系中的信任和承诺
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N01_04
J. Bonnici, Harsh K. Luthar
{"title":"Trust and Commitment in Service Relationships","authors":"J. Bonnici, Harsh K. Luthar","doi":"10.1300/J127V05N01_04","DOIUrl":"https://doi.org/10.1300/J127V05N01_04","url":null,"abstract":"ABSTRACT This essay tnkes a constructive look at what seems to be incomplete information in Donald J. Shemwell, Jr. and J. Joseph Cronin, Jr.'s recent article in this journal (Vol. J, No. 2), about trust and commitment in service relationships. Wc believe that the information is critical to appreciating fully Shemwell and Cronin's contribution to the marketing literature.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122792704","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
Assessing the Role of the Customer in Dyadic Service Encounters 评估顾客在二元服务中的角色
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N02_01
J. W. Barnes, John Hadjimarcou, Richard S. Jacobs
{"title":"Assessing the Role of the Customer in Dyadic Service Encounters","authors":"J. W. Barnes, John Hadjimarcou, Richard S. Jacobs","doi":"10.1300/J127V05N02_01","DOIUrl":"https://doi.org/10.1300/J127V05N02_01","url":null,"abstract":"ABSTRACT In this study, the authors investigate the effects of customer actions and verbalizations in service encounters. The authors propose and test a conceptual model of the effect of customer words and behaviors on customer attributions, affective reactions to treatment by service providers, and behavioral outcomes of the encounter. The critical incident technique (CIT) is employed to assess the service encounter between service providers and consumers. Implications of the study's results are provided for both researchers and service providers.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133842591","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 Framework for Examining the Brand Attitude Formation Process 品牌态度形成过程的研究框架
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N01_01
Rama Yelkur, Paul Hcrbig
{"title":"A Framework for Examining the Brand Attitude Formation Process","authors":"Rama Yelkur, Paul Hcrbig","doi":"10.1300/J127V05N01_01","DOIUrl":"https://doi.org/10.1300/J127V05N01_01","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"423 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122865012","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
An Application of a Basic Quality Management Approach in a Higher Education Environment 基本质量管理方法在高等教育环境中的应用
Journal of Customer Service in Marketing and Management Pub Date : 1998-12-09 DOI: 10.1300/J127V05N01_02
Luis A. Otero, J. Motwani
{"title":"An Application of a Basic Quality Management Approach in a Higher Education Environment","authors":"Luis A. Otero, J. Motwani","doi":"10.1300/J127V05N01_02","DOIUrl":"https://doi.org/10.1300/J127V05N01_02","url":null,"abstract":"ABSTRACT The Grand Valley State University Engineering Cooperative Education Program (ECEP) was able to utilize simple quality principles and tools for improving the program process. The main goal was to utilize a basic quality management approach to improve the efficiency of the engineering cooperative education program placement and evaluation process. After two years of redesign and implementation the efficiency of the program was considerably improved. All students participating in the program received competent training before the first cooperative experience and all were placed in cooperative positions on time. Furthermore, proactive measures were instituted as a continuous improvement measure to insure the efficiency of the process with the expected growth of the Grand Valley State University Padnos School of Engineering program.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1998-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131380250","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
首页 上一页 下一页 尾页
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整，为了账户安全，请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
请完成安全验证×
相关产品
×
本文献相关产品
联系我们：info@booksci.cn Book学术提供免费学术资源搜索服务，方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号：481959085
Book学术官方微信