Index of Paper Presentations for the Parallel Sessions - Academy of ...

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Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encountersinvolving failure and recovery. Journal of Marketing Research,36(3), 356-372.Smith, A. K., & Bolton, R. N. (2002). The effect of customers‘ emotional responses to service failures on theirrecovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5.Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions.Journal of Services Marketing, 9(1), 15-23.Strizhakova,Y., Tsarenko, Y., & and Ruth, J, A. (2012). ''I'm Mad and I Can't Get That Service Failure Off MyMind'': Coping and Rumination as Mediators of Anger Effects on Customer Intentions. Journal of ServiceResearch. 000(00) 1-16.Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, andword‐ of‐ mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), 180-194.Tangirala, S., & Alge, B.J. (2006). Reactions to unfair events in computer-mediated groups: A test of uncertaintymanagement theory. Organizational Behavior and Human Decision Processes. 100, 1-20.Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences:Implications for relationship marketing. The Journal of Marketing,62(2), 60-76.Voorhees, C. M., & Brady, M. K. (2005). A service perspective on the drivers of complaint intentions. Journal ofService Research, 8(2), 192-204.Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recoveryevaluations andpost-recovery relationships. Journal of Services Marketing, 18(2), 133-146.Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal ofConsumer Psychology,14(3), 303-317.Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations ofservice. Journal of the Academy of Marketing Science, 21(1), 1-12.Appendix-IHigh reputation scenarioYou have booked tickets in a well-known (AAA) airline company to attend your best friend‘s wedding. Thisparticular ‗AAA‘ airline that you have chosen has reputation for being highly committed to providing excellentquality service to its customers. The airline was recently awarded 5-Star Ranking by SKYPAX. The 5-star statusrecognizes the airline at the forefront of product and service delivery quality achievement. Particularly this airlinecompany is also well-known for on-time arrival and departure. They provide excellent in-flight services and theemployees are well trained.High severe failure scenarioYou booked your tickets well in advance to avoid any last minute problem. You arrive at the airport and wait in thecheck-in line. Soon it is your turn and you tell the staff member your flight destination. However, the staff respondedyou that this flight of ‗AAA‘ airlines is cancelled. On further enquiry, the staff member responded very rudely. Thestaff member was least apologetic and was reluctant in helping you with an alternate flight.
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Proceedings2012 ACADEMY OFINDIAN MA
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Anna-Lena Ackfeldt and *Neeru Malho
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A few studies have explored audienc
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Referring to Table II, data also re
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Table I.Descriptive statisticsMean
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Developing a Conceptual Framework f
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1. IntroductionLuxury has its origi
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Figure 1: Dimensions that different
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(India and China to spur luxury gro
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(―Premium Brands Luxuriate in Chi
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use of these forms of money for lux
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the latest additions to the brands
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Western individualism (Ramamoorthy,
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watches to satisfy themselves and t
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It may be stated that the different
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―JWT releases first ever study on
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Wiedmann, K. P., Hennings, N. and S
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(Source: TRAI)India is the second l
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suggested that benchmarking of the
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Kapoor 1 reported that business sub
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The parameters for which the respon
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Four factors were extracted, togeth
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DiscussionThe key insights from the
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eturn on marketing investment. Reta
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What is Proximity marketing?Proximi
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Conjoint AnalysisFor identifying di
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Government service/ retail organiza
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Local franchisees too prefer the re
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Adoption of alternate Technologies-
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ooth_campaign.htmlMcGovern, G.J., C
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Smirnova Maria, 0079217505094, smir
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strategy, the less might be importa
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CustomerorientationH1aPlatforminnov
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Morgan, R.E. & Berthon, P. (2008).
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judged. On the other hand, Brand (1
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hairstyles are ‗Afro-centric‘ o
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METHODSubjectsConvenience sampling
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Use of hair extensions a symptom of
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When asked to state their reasons f
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The third most predominant reason f
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Khumalo, N.P., Jessop, S., Gumedze,
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that influence the diffusion of gra
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future studies. Perry (1998) has br
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acquired during times of a bad catc
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innovation. The adopter might be in
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availability to the adopter, (2) la
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affective responses through nonverb
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Researchers acknowledge that advert
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markets as a form of sexual appeal
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constant, sexual illustrations had
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Table 2Categories and Proposed Cate
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construct Definition Examples of PV
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of understanding the type of persua
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Hovland, R., MacMahan, C., Lee, G.,
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Role of Gratitude and Obligation in
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obligation. Therefore, it is impera
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development of long term business r
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fulfilment of their desire for reco
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intentional, it has incurred some c
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This study is intending to use surv
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Cannon, Joseph P., Ravi S. Achrol,
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Martin, C. A. & Bush, A. J. (2000).
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Can we manage the influence of role
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Affective commitment (AC) refers to
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transactional theory,we draw upon t
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RESULTSConsistent with prior resear
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empowerment are perceived to be hig
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Agarwal, Sanjeev and Sridhar N. Ram
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Meyer, John P. and Natalie J. Allen
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TABLE 1CORRELATIONS FOR THE CONSTRU
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&Prof Geoff Bick(E: geoff.bick@gsb.
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and Reinartz, 2006) and sales (Ahea
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The discourse on CRM has made a tre
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These studies demonstrate that impl
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3. Conceptual frameworkThis section
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This approach is fully supported by
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The table below presents the verbat
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given by respondents are given in t
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With regards toinstitutional factor
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REFERENCESAhearne, M., Rapp, A., Ma
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(5), pp.485-508Gupta, S., Lehmann,
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RIA Policy Brief N.1, pp1-4.Scott,
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In order to understand individual c
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Research DesignResource based view
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Frank H.A. and D‘Souza J. (2004),
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Yang Q., Mudambi R. and Meyer K.E.
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INTRODUCTIONPeople in various parts
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More importantly, environmental con
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However, a number of studies have i
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pro-environmental behaviour.ANTECED
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Role of family is particularly rele
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was further revealed that though co
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This paper provides comprehensive f
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Lepisto, L. R. (1974). An Empirical
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Zimmer, M., Stafford, T. F., and St
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HypothesesCSP and Brand Equity: Ins
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Rural Penetration of Life Insurance
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life) held by an Indian consumer is
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the state of Andhra Pradesh, micro
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The data wascollected from the agen
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The percentage of ULIP business to
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public sector LIC has many satellit
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Significance of t-test is less than
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Significance of t-test is less than
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Physical presence of at least satel
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Examining the association between G
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Cross-tab analysis of economic gree
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Holbrook, M. B. (1986). Emotion in
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Model 2 - Formative Second Order Fa
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We used a 2-step structural equatio
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Measurement Model Misspecification
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DR. RAJNISH JAINAssociate Professor
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Modern retailing is aimed at facili
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and further reported that mood, inv
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Page 240: Scale Development: Scientific proce
Page 243 and 244: Confirmatory Factor Analysis: Explo
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Page 248 and 249: Retail customer experience is a ref
Page 250 and 251: Diep, V. and Sweeny, V. (2008), ―
Page 252 and 253: Sandstorm, S., Edvardsson, B., Kris
Page 254 and 255: 2. LITERATURE REVIEW2.1. Competing
Page 256 and 257: customer satisfaction (Bolton 1998,
Page 258 and 259: To account for common method varian
Page 260 and 261: elevant in emerging markets, it als
Page 262 and 263: other distribution systems, who (c)
Page 264 and 265: Deighton 2009) from the marketer to
Page 266 and 267: some of the leading academic resear
Page 268 and 269: Schultz, D., and Charles Patti (200
Page 270 and 271: Coping With Service Failure: The mo
Page 272 and 273: stress. Secondary appraisal relates
Page 274 and 275: Prior studies have extensively stud
Page 276 and 277: the disparaging effects of service
Page 278 and 279: students were recruited from variou
Page 280 and 281: Main effects of brand reputationRes
Page 282 and 283: The main objective of this study wa
Page 284 and 285: customers reason out the potential
Page 286 and 287: There are several limitations to th
Page 290 and 291: QuickTime and adecompressorare need
Page 294 and 295: Brand Communities on Social Network
Page 296 and 297: The social networking site revoluti
Page 298 and 299: strategy due to its impact brand tr
Page 308 and 309: Cova, B., & Pace, S. (2006). Brand
Page 310 and 311: Spectator-Based Brand Equity and In
Page 312 and 313: (www.gallup.com) in mid 2009, it wa
Page 314 and 315: Team-branding, thus, becomes an imp
Page 316 and 317: students. These items were measured
Page 322 and 323: Gladden, J.M. and Funk, D.C. (2002)
Page 324 and 325: Impact of Sensory Branding on Consu
Page 326 and 327: were selected by the consumers with
Page 328 and 329: Reaction to Advertisements and Bran
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Page 332 and 333: proposed attributes that customers
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There are some limitations inherent
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SERQUAL Scale‖, Journal of Retail
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capabilities for stakeholder engage
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arrived at a consensus. Independent
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different levels of government to p
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NGOs and CBOs. In addition, the cor
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the information generated at each l
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A nation‘s capacity embodies the
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―…there is a lot of good work b
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manifested in many forms. Following
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Grindle, M. 1996. Challenging the S
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impacts of message concreteness in
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2004; Lee, Keller, and Sternthal 20
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Second, to examine the manipulation
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The message concreteness manipulati
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instructions) to different kinds of
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Processing: Review and Extensions,
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May, 2012a. Lillian L. Cheng, Cheng
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senses from experiences. It is a ba
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Acceptability and the Type of Infor
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IntroductionRetail banking is an es
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servicescape of retail banks in Sin
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specific aspects of service environ
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commenting in 1970 that ―For bran
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well as NSSM theory leaves signific
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experience inside the servicescape
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QuickTime and adecompressorare need
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Several observational visits were p
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spending your time there. I don‘t
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‗Our bank is located in the centr
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That servicescape can be utilized s
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McGivern, Y. (2006). The Practice o
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