Zobrazeno 1 - 10
of 33
pro vyhledávání: '"Gordon H.G. McDougall"'
Autor:
Gordon H.G. McDougall
Publikováno v:
Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration. 4:426-446
In the seivice marketing literature, a cental proposition is that the intangible nature of services leads to major differences in consumer decision making for services versus products (e.g. - seivice decisions more difficult to evaluate). Two empiric
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::091069e97b97dace8e3f3e6b63f7d167
https://doi.org/10.1111/j.1936-4490.1987.tb00007.x
https://doi.org/10.1111/j.1936-4490.1987.tb00007.x
Publikováno v:
Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration. 17:20-37
This experiment examines the effectiveness of recovery strategies after a service failure on customer loyalty and complaint intentions. Respondents encountered different core failures in terms of problem severity (denial or delay) and criticality lev
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::2ae7c3e7661dd67a691e7b5495408a43
https://doi.org/10.1111/j.1936-4490.2000.tb00204.x
https://doi.org/10.1111/j.1936-4490.2000.tb00204.x
Publikováno v:
Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration. 13:264-276
For many service firms, successfully managing customer dissatisfaction is crucial to stability and profitable growth. It requires a strategy that identifies the connection between the type of problems and customer dissatisfaction responses, namely ex
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::ad53ffbd14d7e227103da3a3df230c2e
https://doi.org/10.1111/j.1936-4490.1996.tb00736.x
https://doi.org/10.1111/j.1936-4490.1996.tb00736.x
Publikováno v:
Managing Service Quality: An International Journal. 18:329-348
PurposeA main focus in recent online consumer research has been on context specific trust, risk, and online buying experience. Despite the importance, their individual level “equivalents” – trust disposition, risk aversion, and technology readi
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::7515008f8b02d348b4360e1767fa330d
https://doi.org/10.1108/09604520810885590
https://doi.org/10.1108/09604520810885590
Publikováno v:
Marketing Theory. 5:51-74
Recent research shows that observations based on overall online consumer behavior can lead to erroneous conclusions since behavior can be substantially different among groups of individuals. This article proposes a theoretical model, which captures t
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::c5c99441d366eb2ba15c7c3427c5ed58
https://doi.org/10.1177/1470593105049601
https://doi.org/10.1177/1470593105049601
Publikováno v:
Journal of Retailing. 81:251-267
Intangibility has long been studied as a unidimensional construct with the focus being placed upon the physical element. This paper explores the effects of three unique intangibility dimensions on a consumer's ability to evaluate goods and services,
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::df4eb89286c42d661651646bd4c61e28
https://doi.org/10.1016/j.jretai.2004.11.002
https://doi.org/10.1016/j.jretai.2004.11.002
Publikováno v:
Journal of Services Marketing. 18:290-302
Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. This paper extends the prior work to explore the anteceden
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::c19f78c1bed9aeb952cadd882873a598
https://doi.org/10.1108/08876040410542281
https://doi.org/10.1108/08876040410542281
Publikováno v:
Journal of Service Research. 6:373-389
Studies have found that product intangibility increases consumers’ perception of risk. However, most of these studies measured the intangibility and perceived risk constructs unidimensionally. The primary objective of this article is to examine the
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::3a39bdd0f2d9f12e9e93e820fba0be1f
https://doi.org/10.1177/1094670503262955
https://doi.org/10.1177/1094670503262955
Autor:
Gordon H.G. McDougall
Publikováno v:
Marketing Horizons: A 1980's Perspective ISBN: 9783319109657
An experimental design was utilized to test the effectiveness of different energy conservation messages. No treatment effects occured which lead to the conclusion that the respondents may regard energy conservation, in general, as a low interest, low
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::5b962f85d07c91d706648d9cee7579f5
https://doi.org/10.1007/978-3-319-10966-4_62
https://doi.org/10.1007/978-3-319-10966-4_62
Autor:
Gordon H.G. McDougall
Publikováno v:
Services Marketing Quarterly. 22:39-55
Many firms have invested substantial resources in customer retention strategies based on the premise that improving customer retention rates leads to significant increases in profits. However, the profitability is determined by four factors; industry
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::a5871d48176d43dce1769c85dec1164d
https://doi.org/10.1300/j396v22n01_04
https://doi.org/10.1300/j396v22n01_04