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

More documents

Recommendations

Info

There are some limitations inherent in the study. The sample size used for the study is relatively low. Also, thesample supplier companies were quite heterogeneous. More careful selection of sample companies would haveimproved the quality of findings.There is a scope for further research in this area. The role and impact of basic customer service should be examinedacross different industries. Further, the impact of basic customer service can be compared with that of other factors,such as price and quality of core product/service and other ancillary services. Based on the results of the study, thefollowing model for the role of basic customer service in perceived service quality is proposed.QuickTime and adecompressorare needed to see this picture.Word-of-MouthCommunicationPast ExperiencePersonal NeedsExpected CustomerServiceGap BetweenPerceivedServicePerceivedServiceExpected andQuality of Supplier‟s OfferingQuality of Core OfferingGoods/ServicesQuality of Basic CustomerServiceQuality of SupplementaryServiceCustomerCustomer
The model shown in the above figure is a modification of the „Service Quality Model' developedby Parasuraman et al. (1985). The model explains the gap between the 'expected customerservice,' which is determined by personal needs, past experience and word-of-mouthcommunication, and the 'perceived customer service'. The gap can be minimized by a supplier byimproving the perceived service quality of the offering, which means enhancing the quality ofcore goods or services, basic customer service, and supplementary service. The role of quality ofbasic customer service is important in improving the overall quality of the supplier's offering.This aspect is highlighted in the model and the study, and should be taken up for testing insubsequent studies.References:Crosby, P.B. (1979), Quality is Free: The Art of Making Quality Certain, NY: New AmericanLibrary.Garvin, D.A. (1983), ―Quality on the Line,‖ Harvard Business Review, 61 (Sept-Oct), 65 - 73.Gronroos, C (1982), ―Strategic Management and Marketing in the service sector‖, SwedishSchool of Economics and Business Administration.Harris, E. K. (2000), Customer Service -A Practical Approach, 2nd Ed., Upper Saddle River, NJ:Prentice Hall.Kotler, P. (2002), Marketing Management, 11th Ed., Prentice-Hall of India.Lehtinen U. and Lehtinen J.R.(1982), ―Service Quality : A Study of Quality Dimensions,―Service Management Group OY, Finland.Levitt, T. (1981), ―Marketing Intangible Products and Product Intangibles,‖ Harvard BusinessReview, May-June 1981, pp. 94-102.Lewis R.C. and Booms B.H. (1983), ―The Marketing Aspects of Service Quality : EmergingPerspectives in Services Marketing‖, American Management Association, Chicago, IL.Lovelock C., Wirtz J., and Chatterjee J, (2010), Services Marketing, Sixth Edition, PearsonPrentice Hall.Nobrega, K.C., Mendonca, C.M.C., De Souza, T., and Campos, D.F. (2010), ―The Importance ofCentral, Complementary and Supplementary Services Offered by a University in Students‟Retention,‖ Working Paper, Universidade Potiguar, Natal – RN/ Brazil.Oliver Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York:McGraw-Hill.Padhy, P.K., and Swar, B.N. (2009), ―A Study on Customer Satisfaction and Service Gaps inSelected Private, Public and Foreign Banks,‖ presented at the 3rd IIMA Conference, MarketingParadigms for Emerging Economies, Indian Institute of Management, Ahmedabad, India; alsoavailable at: http://ssrn.com/abstract=1525555.Parasuraman A, Zeithaml V.A. and Berry LL. (1985), ―A Conceptual Model of Service Qualityand its Implication for Further Research,‖ Journal of Marketing, 49, 41-50.Parasuraman A, Zeithaml V.A. and Berry LL. (1988), ―SERQUAL: A Multiple-Item Scale forMeasuring Customer Perceptions of Service Quality,‖ Journal of Retailing.Parasuraman A, Zeithaml V.A and Berry L.L.(1991), ―Refinement and Reassessment of the
Page 1 and 2:
Proceedings2012 ACADEMY OFINDIAN MA
Page 3:
Anna-Lena Ackfeldt and *Neeru Malho
Page 6 and 7:
A few studies have explored audienc
Page 8 and 9:
Referring to Table II, data also re
Page 10 and 11:
Table I.Descriptive statisticsMean
Page 12 and 13:
Developing a Conceptual Framework f
Page 14 and 15:
1. IntroductionLuxury has its origi
Page 16 and 17:
Figure 1: Dimensions that different
Page 18 and 19:
(India and China to spur luxury gro
Page 20 and 21:
(―Premium Brands Luxuriate in Chi
Page 22 and 23:
use of these forms of money for lux
Page 24 and 25:
the latest additions to the brands
Page 26 and 27:
Western individualism (Ramamoorthy,
Page 28 and 29:
watches to satisfy themselves and t
Page 30 and 31:
It may be stated that the different
Page 32 and 33:
―JWT releases first ever study on
Page 34 and 35:
Wiedmann, K. P., Hennings, N. and S
Page 36 and 37:
(Source: TRAI)India is the second l
Page 38 and 39:
suggested that benchmarking of the
Page 40 and 41:
Kapoor 1 reported that business sub
Page 42 and 43:
The parameters for which the respon
Page 44 and 45:
Four factors were extracted, togeth
Page 46 and 47:
DiscussionThe key insights from the
Page 48 and 49:
eturn on marketing investment. Reta
Page 50 and 51:
What is Proximity marketing?Proximi
Page 52 and 53:
Conjoint AnalysisFor identifying di
Page 54 and 55:
Government service/ retail organiza
Page 56 and 57:
Local franchisees too prefer the re
Page 58:
Adoption of alternate Technologies-
Page 63 and 64:
ooth_campaign.htmlMcGovern, G.J., C
Page 65 and 66:
Smirnova Maria, 0079217505094, smir
Page 67 and 68:
strategy, the less might be importa
Page 69 and 70:
CustomerorientationH1aPlatforminnov
Page 71 and 72:
Morgan, R.E. & Berthon, P. (2008).
Page 73 and 74:
judged. On the other hand, Brand (1
Page 75 and 76:
hairstyles are ‗Afro-centric‘ o
Page 77 and 78:
METHODSubjectsConvenience sampling
Page 80 and 81:
Use of hair extensions a symptom of
Page 82 and 83:
When asked to state their reasons f
Page 84 and 85:
The third most predominant reason f
Page 86 and 87:
Khumalo, N.P., Jessop, S., Gumedze,
Page 88 and 89:
that influence the diffusion of gra
Page 90:
future studies. Perry (1998) has br
Page 93 and 94:
acquired during times of a bad catc
Page 95 and 96:
innovation. The adopter might be in
Page 97 and 98:
availability to the adopter, (2) la
Page 99 and 100:
affective responses through nonverb
Page 101 and 102:
Researchers acknowledge that advert
Page 103 and 104:
markets as a form of sexual appeal
Page 105 and 106:
constant, sexual illustrations had
Page 107 and 108:
Table 2Categories and Proposed Cate
Page 109 and 110:
construct Definition Examples of PV
Page 111 and 112:
of understanding the type of persua
Page 113 and 114:
Hovland, R., MacMahan, C., Lee, G.,
Page 115 and 116:
Role of Gratitude and Obligation in
Page 117 and 118:
obligation. Therefore, it is impera
Page 119 and 120:
development of long term business r
Page 121 and 122:
fulfilment of their desire for reco
Page 123 and 124:
intentional, it has incurred some c
Page 125 and 126:
This study is intending to use surv
Page 127 and 128:
Cannon, Joseph P., Ravi S. Achrol,
Page 129 and 130:
Martin, C. A. & Bush, A. J. (2000).
Page 131 and 132:
Can we manage the influence of role
Page 133 and 134:
Affective commitment (AC) refers to
Page 135 and 136:
transactional theory,we draw upon t
Page 137 and 138:
RESULTSConsistent with prior resear
Page 139 and 140:
empowerment are perceived to be hig
Page 141 and 142:
Agarwal, Sanjeev and Sridhar N. Ram
Page 143 and 144:
Meyer, John P. and Natalie J. Allen
Page 145 and 146:
TABLE 1CORRELATIONS FOR THE CONSTRU
Page 147 and 148:
&Prof Geoff Bick(E: geoff.bick@gsb.
Page 149 and 150:
and Reinartz, 2006) and sales (Ahea
Page 151 and 152:
The discourse on CRM has made a tre
Page 153 and 154:
These studies demonstrate that impl
Page 155 and 156:
3. Conceptual frameworkThis section
Page 157 and 158:
This approach is fully supported by
Page 159:
The table below presents the verbat
Page 163:
given by respondents are given in t
Page 166 and 167:
With regards toinstitutional factor
Page 168 and 169:
REFERENCESAhearne, M., Rapp, A., Ma
Page 170 and 171:
(5), pp.485-508Gupta, S., Lehmann,
Page 172 and 173:
RIA Policy Brief N.1, pp1-4.Scott,
Page 174 and 175:
In order to understand individual c
Page 176 and 177:
Research DesignResource based view
Page 178 and 179:
Frank H.A. and D‘Souza J. (2004),
Page 180 and 181:
Yang Q., Mudambi R. and Meyer K.E.
Page 182 and 183:
INTRODUCTIONPeople in various parts
Page 184 and 185:
More importantly, environmental con
Page 186 and 187:
However, a number of studies have i
Page 188 and 189:
pro-environmental behaviour.ANTECED
Page 190 and 191:
Role of family is particularly rele
Page 192 and 193:
was further revealed that though co
Page 194 and 195:
This paper provides comprehensive f
Page 196 and 197:
Lepisto, L. R. (1974). An Empirical
Page 198 and 199:
Zimmer, M., Stafford, T. F., and St
Page 200 and 201:
HypothesesCSP and Brand Equity: Ins
Page 202 and 203:
Rural Penetration of Life Insurance
Page 204 and 205:
life) held by an Indian consumer is
Page 206 and 207:
the state of Andhra Pradesh, micro
Page 208 and 209:
The data wascollected from the agen
Page 210 and 211:
The percentage of ULIP business to
Page 212 and 213:
public sector LIC has many satellit
Page 214 and 215:
Significance of t-test is less than
Page 216 and 217:
Significance of t-test is less than
Page 218 and 219:
Physical presence of at least satel
Page 220 and 221:
Examining the association between G
Page 222 and 223:
Cross-tab analysis of economic gree
Page 224 and 225:
Holbrook, M. B. (1986). Emotion in
Page 226 and 227:
Model 2 - Formative Second Order Fa
Page 228 and 229:
We used a 2-step structural equatio
Page 230 and 231:
Measurement Model Misspecification
Page 232 and 233:
DR. RAJNISH JAINAssociate Professor
Page 234 and 235:
Modern retailing is aimed at facili
Page 236 and 237:
and further reported that mood, inv
Page 238 and 239:
strong feelings of pleasures from s
Page 240:
Scale Development: Scientific proce
Page 243 and 244:
Confirmatory Factor Analysis: Explo
Page 246 and 247:
DISCUSSION
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 288 and 289: Smith, A. K., Bolton, R. N., & Wagn
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
Page 330 and 331: „service‟ as ―an act or perfo
Page 332 and 333: proposed attributes that customers
Page 340 and 341: SERQUAL Scale‖, Journal of Retail
Page 342 and 343: capabilities for stakeholder engage
Page 344 and 345: arrived at a consensus. Independent
Page 346 and 347: different levels of government to p
Page 348 and 349: NGOs and CBOs. In addition, the cor
Page 350 and 351: the information generated at each l
Page 352 and 353: A nation‘s capacity embodies the
Page 354 and 355: ―…there is a lot of good work b
Page 356 and 357: manifested in many forms. Following
Page 358 and 359: Grindle, M. 1996. Challenging the S
Page 360 and 361: impacts of message concreteness in
Page 362 and 363: 2004; Lee, Keller, and Sternthal 20
Page 364 and 365: Second, to examine the manipulation
Page 366 and 367: The message concreteness manipulati
Page 368 and 369: instructions) to different kinds of
Page 370 and 371: Processing: Review and Extensions,
Page 372 and 373: May, 2012a. Lillian L. Cheng, Cheng
Page 374 and 375: senses from experiences. It is a ba
Page 376 and 377: Acceptability and the Type of Infor
Page 378 and 379: IntroductionRetail banking is an es
Page 380 and 381: servicescape of retail banks in Sin
Page 382 and 383: specific aspects of service environ
Page 384 and 385: commenting in 1970 that ―For bran
Page 386 and 387: well as NSSM theory leaves signific
Page 388 and 389:
experience inside the servicescape
Page 390 and 391:
QuickTime and adecompressorare need
Page 392 and 393:
Several observational visits were p
Page 394 and 395:
spending your time there. I don‘t
Page 396 and 397:
‗Our bank is located in the centr
Page 398 and 399:
That servicescape can be utilized s
Page 400:
McGivern, Y. (2006). The Practice o
show all

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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?