687 research outputs found
Willingness to mentor: An examination of salesperson antecedents
No full textThis dissertation is comprised of three distinct inter-related papers designed to examine antecedents of salesperson mentoring. This dissertation is concentrated within the sales context and focuses on the effects of, and relationships between, aspects of the psychological climate, psychological contract, job attitudes, organizational citizenship behavior and propensity to leave on willingness to mentor. Within the extant literature, organizational citizenship behavior theory is perceived as a fundamental theoretical framework for understanding why certain employees voluntarily serve as mentors. However, the extant literature has failed to empirically examine the appropriateness of applying organizational citizenship behavior theory in examining antecedents of mentoring. The first study examines the appropriateness of applying organizational citizenship theory in examining antecedents of mentoring. The effects of multi-faceted job satisfaction and affective organizational commitment on both OCBI(altruism) and willingness to mentor is examined. Given that organizational citizenship behavior theory emphasizes the role of work attitudes in the performance of organizational citizenship behavior, the second paper examines the effects of the psychological climate and psychological contract on multi-faceted job satisfaction. Despite a plethora of sales research recognizing that salesperson satisfaction is directed at specific aspects of the work environment, research is yet to examine how perceptions of the psychological climate and psychological contract affect satisfaction with specific work environment aspects. Hence, greater insight is yielded as to how organizations can manage perceptions of the psychological climate and psychological contract to prompt salesperson satisfaction with those aspects of the work environment most directly associated with antecedents of mentoring. Paper three borrows from both organizational citizenship behavior and social exchange theory. Paper three examines the interrelationships between psychological contract, global job satisfaction, affective organizational commitment and propensity to leave on organizationally directed citizenship behavior (OCBI), OCBI and willingness to mentor. Paper three is designed to provide organizations with insight into managing salesperson perceptions and affect to yield greater levels of OCBO, OCBI and mentoring
Factors that influence consumer\u27s adoption behavior in M-commerce
No full textM-commerce is defined as the buying and selling of goods and services through wireless handheld devices such as cellular phones and personal digital assistants. With the rapid development of information and internet technology, M-commerce has become an important research topic in online shopping. In addition, the role of WOM in adoption of M-commerce is gaining new significance because this has been found to play a significant role in shaping attitudes and behavior, especially with regard to the diffusion of innovation. The purpose of this study was to examine the factors affecting intention to use M-commerce and the factors influencing positive word-of-mouth recommendation by analyzing the attitudes of those who have purchased music through M-commerce. Using the united model of acceptance and use of technology, a model of M-commerce acceptance was proposed and the relationship between the acceptance process and word of mouth recommendation was explored. Two paths multiple regressions were used into conducting the present research. The first path analysis examined the revised UTAUT model employing the intention to use M-commerce as a dependent variable. The results showed that performance expectancy, social influence and enjoyment are significantly related to intention to use M-commerce. The second path examined the relationship between the M-commerce adoption process and WOM recommendations. The results showed that adoption processes such as performance expectancy, social influence, trust, and intention to use are directly related to positive WOM recommendation. This study provides an integrated model for adoption behavior of M-commerce and word of mouth recommendation in M-commerce. Also, the findings from this study provide further research motivation to academics and practitioners in M-commerce, given the implication of trust and enjoyment in the acceptance and use of technology in M-commerce and the insights about the significant role of performance expectancy, social influence, enjoyment, and intention to use in WOM recommendation
The development and validation of the Customer\u27s Perception of the Salesperson\u27s Empathy (CPSE) Scale
No full textThe impact of the salesperson\u27s empathetic ability has been researched over the years by many different researchers. Although many researchers have found that empathy has a positive effect on salesperson\u27s performance and success, some researchers have found that empathy has no effect on sales outcomes. Many of these inconsistent findings have been attributed to methodological concerns such as poor conceptualization and measurement of the empathy construct. This dissertation consists of three studies. The first study developed a multi-dimensional empathy scale to measure customer\u27s perception of the salesperson\u27s empathy. The scale consists of two sub-scales. The cognitive sub-scale consists of 6 items and the affective sub-scale consists of 8 items. The second study examined the nomological validity of the two scales, which was able to establish nomological validity of the cognitive sub-scale but failed to establish nomological validity for the affective sub-scale. The third study examined the effect of empathy on three sales outcomes which were conceptually linked but were not tested. The findings on the study clearly showed that empathy should be conceptualized as a multi-dimensional construct as different dimensions of empathy effect sales outcomes differently. The Customer\u27s Perception of the Salesperson\u27s Empathy (CPSE) scale will enable researchers to examine the impact of empathy in sales outcomes
Motivation of sport fans on different channels of sport entertainments
No full textIn the twenty years of research on fan motivation, sport marketing researchers have been able to identify several factors relating to the construct of fan motivation (Kahle et al., 1996; McDonald, 1999; Wann, 1999). Building on the different factors, valid measurements of fan motivation have also been developed (Trail and James, 2001). Now, further researches are called upon to use the measurements to provide a better comparison between classifications of different sport fans. By using multiple regression and ANOVA, the study addresses the distinction between fans who attend sports at a live setting and fans who enjoy sports through a multi-media setting. Overall, this research provides a discussion on the different fan behavior in choosing channels for sport entertainments
Antecedents and outcomes of customer loyalty in the financial services industry
No full textIn our fast-paced, digitally overloaded marketing environment, consumers are continuously presented with alternatives to their current companies, brands, salesperson, or service provider of choice. Staying afloat in this type of environment has caused the idea of customer loyalty to become increasingly important to the sustainability of all businesses, particularly those in the financial services industry. Firms are challenged with finding creative ways of retaining customers, while demonstrating their uniqueness and value. In addition, the past 2 years have materialized into a time of turmoil within several U.S. economic markets, including the banking industry, the real estate market, and the credit market, signifying an economic recession. There exists a growing concern surrounding the behavior of financial firms and their employees. Low consumer confidence, client turnover, and negative press have all contributed to this problem, forcing companies to focus their attention on providing the best overall consumer experience. Today\u27s consumers are looking for firms that can provide guidance, while catering to their individual needs, providing additional incentives, and assurances that they will have access to necessary resources to achieve financial stability. The purpose of this research was to extend business-to-consumer literature by examining how customer loyalty is developed and investigate its outcomes emphasizing specific implications to the financial services industry. In addition a conceptual framework of customer loyalty was presented, detailing three categories of antecedents and two categories of outcomes. The results of the research show that loyalty to the financial planner produce high levels of switching costs, which translates to positive word-of-mouth and willingness to provide feedback, thus providing insight into what appears to be a positive overall customer experience. Greater levels of economic satisfaction and trust between the customer and the financial planner and the customer and the firm, result in the achievement of higher levels of customer loyalty with each exchange partner
Word-of-mouth and repurchase intentions in the service context: Beauty salon
No full textThe revolution in service marketing began as early as the 1960s. According to Vargo and Lusch (2004), the use of market and goods has increased in order to achieve higher-order benefits, such as satisfaction and self-fulfillment, as humans became more specialized. Overtime, the importance of service marketing emerged, but the characteristics of service have made it difficult to evaluate the service offered. Moreover, there is an apparent lack of research upon which to build an integrated model that captures the interaction between customers and stores (Baker et al. 2002). The current study examines the extent to which store, price, and employee integrate together to create the perceived customer satisfaction. The level of satisfaction will eventually affect customers in making an overall assessment of the store. Alternative evaluative variables that affect patronage intentions, such as word-of-mouth and perceived value will be examined. The purpose of this paper is to observe the effects of perceptions of store, price, employee, and hairstylist on customers\u27 satisfaction in a beauty salon context. The context of this study, beauty salon was found to be appropriate service setting in that it involves a high level of interaction between hairstylists and customers (McDougall and Levesque 2000). For data analysis, the measurement model was evaluated via confirmatory factor analysis and then followed by a series of regression. In general, the results indicate that positive perceived service qualities can enhance customer satisfaction, perceived value, word-of-mouth referrals, and repatronage intentions. One of the most important findings of this study is that in a highly interactive service setting, not only the store, but also the hairstylist is a critical component that influence customers\u27 word-of-mouth behavior and repatronage intentions. By cultivating interpersonal bonds between employees and customers, service providers could attract more customers and retain them
The Crystal Structure of Selenourea at 20°C and ar -100°C
No full textTitle: The Crystal Structure of Selenourea at 20°C and ar -100°C, Author: John S. Rutherford, Location: ThodeThe trigonal form of selenourea has been
examined by X-ray crystallographic methods both at room temperature
and at a lower temperature ( -100°C) . The lattice parameters of
earlier workers have been refined and the space group assignment,
which requires nine crystallographically distinct SeC(NH2)2
molecules, confirmed. The crystal structure was solved using a
novel Patterson technique and differences Fourier syntheses, and
was refined by least squares using three - dimensional data obtained
0 at -100°C. Both the molecular dimensions and the crystal structure
found are compared to other members of the urea series, and the
similarity of the crystal structure to the urea- and thioureahydrocarbon
complexes discussed. Evidence is presented of N-H...Se
hydrogen bonds, supporting their recent discovery in chemically
related compounds.ThesisDoctor of Philosophy (PhD
Building Buyer Commitment to the Salesperson
No full textThe purpose of this study is to examine predictors of buyer\u27s commitment to the salesperson. Using the Geyskens et al. (1999) meta-analysis as a base for hypothesis development, this study examines economic satisfaction, non-economic satisfaction, conflict, trust, and commitment. Further, this study examines four additional linkages based on research since the publication of the meta-analysis. Study findings provide evidence that examining additional linkages beyond those which are examined in the Geyskens et al. meta-analysis are beneficial to explaining buyer–salesperson relationships. The importance of examining economic and relational based constructs is highlighted
Emotional Labors Impact in a Retail Environment
No full textIt is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative emotional labor process model to better understand the emotional component of the sales force in a retail context. Specifically, the paper examines the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organizational commitment. Findings suggest that emotional labor predicts both job satisfaction and organizational commitment, while emotional exhaustion only predicts job satisfaction. Published by Elsevier Inc
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