Zobrazeno 1 - 10
of 20
pro vyhledávání: '"James G. Maxham"'
Publikováno v:
Journal of Applied Psychology. 101:743-755
Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and r
Publikováno v:
Journal of Marketing Research.
Companies spend billions of dollars annually on sales force training, often carried out as off-site, multiday training events. However, the numerous challenges involved in training an entire sales group force many retailers to selectively train only
Publikováno v:
AMS Review. 5:103-122
Drawing on the retail literature, archival records, and managerial interviews, we identify twelve capabilities associated with retail success. These capabilities are hierarchically grouped as foundational or supportive. Foundational capabilities are
Publikováno v:
Psychology & Marketing. 32:611-623
Blending elements of the heuristic–systematic model and social identity theory, the authors extend theory by exploring the role of intimacy as a key boundary condition for identification (ID). Specifically, this research illustrates how intimacy af
Publikováno v:
Journal of Retailing. 88:462-475
With data from a specialty apparel retailer, we present two studies that investigate the impact of an in-store boutique displaying merchandise of a new retail brand on overall performance of the parent stores in which the boutiques are placed, and on
Autor:
James G. Maxham, Amanda B. Bower
Publikováno v:
Journal of Marketing. 76:110-124
To limit costs associated with product returns, some online retailers have instituted equity-based return shipping policies, requiring customers to pay to return products when retailers determine that customers are at fault. The authors compare the n
Publikováno v:
Journal of Applied Psychology. 97:1049-1058
Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), r
Publikováno v:
Journal of Retailing. 86:85-93
Based on the premise of an interpersonal “chain of influence” with respect to organizational identification, we posit a relationship between company managers, employees, and customers with respect to organizational identification with the retaile
Publikováno v:
Journal of Applied Psychology. 95:530-545
Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and
Publikováno v:
Marketing Science. 27:147-167
The authors test a value chain model entailing a progression of influence from retail employee job perceptions → retail employee job performances → customer evaluations → customer spending and comparable store sales growth. The authors test the