Services Marketing Quarterly最新文献

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Digital Luxury Services: Tradition versus Innovation in Luxury Fashion 数字奢侈品服务:奢侈品时尚的传统与创新
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0018
J. Holmqvist, Jochen Wirtz, Martin P. Fritze
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引用次数: 3
Revenue Management at The View The View的收益管理
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0021
S. Kimes
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引用次数: 1
National Library Board Singapore: Delivering Cost-Effective Service Excellence Through Innovation and People 新加坡国家图书馆委员会:通过创新和以人为本提供高性价比的卓越服务
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0027
Jochen Wirtz, T. Menkhoff
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引用次数: 0
What Drives Share of Streaming Video? The Launch of HBO Max 是什么推动了流媒体视频的份额?推出HBO Max
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0033
A. Buoye, Luke Williams, Tl Keiningham, Lerzan Aksoy
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引用次数: 1
Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond? 一线服务机器人:客户将如何反应?
Services Marketing Quarterly Pub Date : 2021-10-05 DOI: 10.1142/9781944659806_0024
Jochen Wirtz, Stefanie Paluch, W. Kunz
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引用次数: 0
Retraction: Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions 退缩:以服务为导向的高绩效工作实践是零售业员工工作参与度和服务氛围感知的预测因素
Services Marketing Quarterly Pub Date : 2021-09-22 DOI: 10.1080/15332969.2021.1973704
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引用次数: 0
Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research 评估与前进:服务质量研究中的组织理论案例
Services Marketing Quarterly Pub Date : 2021-09-21 DOI: 10.1080/15332969.2021.1976552
Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot
{"title":"Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research","authors":"Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot","doi":"10.1080/15332969.2021.1976552","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976552","url":null,"abstract":"Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"208 - 233"},"PeriodicalIF":0.0,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44033991","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
The Best of Times: 30 Years of US Airline Service Quality 最佳时代:美国航空公司30年的服务质量
Services Marketing Quarterly Pub Date : 2021-09-21 DOI: 10.1080/15332969.2021.1976001
Dawna L. Rhoades, B. Waguespack, Scott C. Ambrose
{"title":"The Best of Times: 30 Years of US Airline Service Quality","authors":"Dawna L. Rhoades, B. Waguespack, Scott C. Ambrose","doi":"10.1080/15332969.2021.1976001","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976001","url":null,"abstract":"Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic has not recovered to its 2007 high before the Global Financial Crisis, the 30 year results suggest that this cycle has been broken. The last five years have produced SDI averages that are among the lowest in 30 years. Results for individual measures and airlines also provide interesting detail on US airline service quality.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"180 - 193"},"PeriodicalIF":0.0,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46085160","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 Sales Approach to Key Account Management (KAM): Toward a Unified View of KAM Deployment and Operationalization 大客户管理(KAM)的销售方法:对KAM部署和运作的统一看法
Services Marketing Quarterly Pub Date : 2021-09-20 DOI: 10.1080/15332969.2021.1976553
Reza Fazli-Salehi, Ivonne M. Torres, M. Zúñiga
{"title":"A Sales Approach to Key Account Management (KAM): Toward a Unified View of KAM Deployment and Operationalization","authors":"Reza Fazli-Salehi, Ivonne M. Torres, M. Zúñiga","doi":"10.1080/15332969.2021.1976553","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976553","url":null,"abstract":"Abstract The key account management (KAM) literature is multidirectional in certain respects. Within the KAM literature, it is challenging to find consensus on the definition or conceptualization and operationalization of KAM. We propose a decision-based conceptual framework to help managers and academics better understand the conditions that are most appropriate and how to best implement a KAM system. This article also discusses different organizational solutions for handling demanding customers, while implementing a cost-effective and efficient customer interface strategy (CIS).","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"234 - 252"},"PeriodicalIF":0.0,"publicationDate":"2021-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45579215","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
Does Fandom Influence Marketing Executives’ Valuations of Sports Sponsorships? Insight from the French Soccer League 粉丝会影响营销主管对体育赞助的评价吗?法国足球联赛透视
Services Marketing Quarterly Pub Date : 2021-09-11 DOI: 10.1080/15332969.2021.1976003
Olivier Renier, V. Dalakas, Joanna Melancon
{"title":"Does Fandom Influence Marketing Executives’ Valuations of Sports Sponsorships? Insight from the French Soccer League","authors":"Olivier Renier, V. Dalakas, Joanna Melancon","doi":"10.1080/15332969.2021.1976003","DOIUrl":"https://doi.org/10.1080/15332969.2021.1976003","url":null,"abstract":"Abstract This study examines how marketing executives perceive valuations of sponsorship assets of soccer clubs. It was conducted with French marketing executives in regard to sponsorship assets of four Ligue 1 teams: Paris Saint-Germain and rival Olympique de Marseille, AS Saint-Etienne and rival Olympique Lyonnais. Results confirmed that both rationality and fandom influence how the executives assigned value to the teams’ sponsorship assets, suggesting that soccer fandom is hard to overlook even in cases when one is expected to make rational decisions.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"194 - 207"},"PeriodicalIF":0.0,"publicationDate":"2021-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45225553","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
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