- http://faculty.weatherhead.case.edu/jxs16/
- 216-368-4270
Research Interests:
Research Interests:
Research Interests:
This study examines the impact of frontline employees' problem solving on customer satisfaction (CSAT) during ongoing interactions prompted by service failures and complaints. Using outsourced regulation theory, the authors predict... more
This study examines the impact of frontline employees' problem solving on customer satisfaction (CSAT) during ongoing interactions prompted by service failures and complaints. Using outsourced regulation theory, the authors predict negative moderating effects of frontline relational work and displayed affect on the dynamic influence of frontline solving work on CSAT. Frontline employees' verbal (nonverbal) cues provide the basis to identify solving and relational work (displayed affect). The authors test hypotheses with data from video recordings of real-life problem-solving interactions involving airline customers as well as a controlled experimental study. They find that frontline solving work has a positive effect on CSAT, and it increases in magnitude as the interaction unfolds. However, this positive effect becomes weaker for relatively higher levels of frontline relational work or displayed affect and, conversely, stronger for relatively lower levels over time. In summ...
Research Interests:
A retail b nd ap models are in efine and intense c opos as changes i ized, of participat ix m models to en tradit of business nd n concepts and earch research, an innov
E-negotiations, or sales negotiations over email, are increasingly common in business-to-business (B2B) sales, but little is known about selling effectiveness in this medium. This research investigates salespeople’s use of influence... more
E-negotiations, or sales negotiations over email, are increasingly common in business-to-business (B2B) sales, but little is known about selling effectiveness in this medium. This research investigates salespeople’s use of influence tactics as textual cues to manage buyers’ attention during B2B e-negotiations to win sales contract award. Drawing on studies of attention as a selection heuristic, the authors advance the literature on mechanisms of sales influence by theorizing buyer attention as a key mediating variable between the use of influence tactics and contract award. They use a unique, longitudinal panel spanning more than two years of email communications between buyers and salespeople during B2B sales negotiations to develop a validated corpus of textual cues that are diagnostic of salespeople’s influence tactics in e-negotiations. These e-communications data are augmented by salesperson in-depth interviews and survey, archival performance data, and a controlled experimenta...
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Adopting a frontline employee (FLE) perspective, this study models a performance loss process during an organization's strategic change implementation. The process is activated by changes in unit management's emphases on cost... more
Adopting a frontline employee (FLE) perspective, this study models a performance loss process during an organization's strategic change implementation. The process is activated by changes in unit management's emphases on cost containment and revenue-generating strategies and is governed by FLE detachment. The authors also examine an intervention mechanism for mitigating performance loss by including the influence of FLE participation in change decisions. The model is tested with data from five service organizations that employ 843 FLEs. The results indicate that (1) FLE detachment is effective in separating out the negative and positive effects of change, (2) FLE change perceptions are sensitive to the focus of strategic change (cost containment versus revenue enhancement strategies), and (3) FLE participation significantly enhances the positive effects of change and mitigates performance loss.
Research Interests:
Research Interests:
Research Interests: Business, Management, Marketing, Economics, Relationship Marketing, and 15 moreInstitutional Theory, International Marketing, Social construction, Applied Economics, German, Business and Management, Business studies, Comparative Analysis, First-Order Logic, MENTAL MODEL, Second Order, First Order Logic, Business Culture, Insurance Market, and Cross cultural Analysis
Research Interests:
This chapter identifies a strategy-tactics gap in most previous studies of pharmaceutical marketing, and addresses it by systematically analyzing the marketing strategies used in practice with the help of a unique dataset of court... more
This chapter identifies a strategy-tactics gap in most previous studies of pharmaceutical marketing, and addresses it by systematically analyzing the marketing strategies used in practice with the help of a unique dataset of court discovery documents unsealed in a recent litigation. Adopting an institutional theory perspective, we examine the dominant logic that underlies pharmaceutical marketing strategies, and contrast it with the organizing logics of the value chain partners. Four distinct marketing strategies with ...
We critically review the literature on two orientations that have attracted substantial attention in the marketing literature:(a) market orientation, or the values, beliefs, practices and actions of marketers implicated in responding to... more
We critically review the literature on two orientations that have attracted substantial attention in the marketing literature:(a) market orientation, or the values, beliefs, practices and actions of marketers implicated in responding to markets and engaging in marketplace exchanges, and (b) consumers' orientation, or the consumers' values, beliefs, and attitudes concerning, and behavioral tendencies towards marketers involved in marketplace exchanges.
Research Interests:
EXTENDED ABSTRACT Rarely in its long history has the marketing discipline faced a paradox of such magnitude and clarity as it faces today in local and global markets. On a firm-consumer level, the focus on building relationships,... more
EXTENDED ABSTRACT Rarely in its long history has the marketing discipline faced a paradox of such magnitude and clarity as it faces today in local and global markets. On a firm-consumer level, the focus on building relationships, deepening loyalty, and fostering consumer trust ...
Research Interests:
The emerging cultural, societal, and environmental milieu of the twenty-first-century marketplace presents coping challenges for even strong and well-established companies. Few, if any, attempts have been made to examine systematically a... more
The emerging cultural, societal, and environmental milieu of the twenty-first-century marketplace presents coping challenges for even strong and well-established companies. Few, if any, attempts have been made to examine systematically a firm's symbiotic link with society by focusing on the complexity and interconnectedness of its disparate market relationships. To facilitate a grounded approach to such modeling, the authors use a trust–value framework to analyze market relationships, the interconnections among them, and the trust–value dilemmas that arise in the context of two case studies: (1) the 3M company's decision to pull Scotchgard from the market and (2) the Los Angeles Unified School District versus the Coca-Cola Company regarding the sale of soft drinks on school premises. The authors chronologically assembled and systematically analyzed data from public, secondary, and industry sources, using relationship marketing theory principles to develop the individual case...
Research Interests:
Advances in frontline interface technologies and devices are profoundly disrupting how organizations and customers interact to create and exchange value. Where once customer interactions were limited in variety, multiplicity, and... more
Advances in frontline interface technologies and devices are profoundly disrupting how organizations and customers interact to create and exchange value. Where once customer interactions were limited in variety, multiplicity, and complexity, today’s broadband Internet and wireless connection technologies defy limitations to enable organization-customer interactions of everincreasing diversity and consistency across multiple points of customer contact. No longer are the frontlines inert backgrounds for organizational action involving customers; rather, they are evolving as sites of vibrant innovations and interventions that engage customers, enhance customer experiences, and motivate value (co)creation. To anchor this emergent field, we define organizational frontlines at the intersection of interfaces and interactions that connect organizations and their customers. We historically trace the use of ‘‘organizational frontlines’’ from its initial application in military and management ...
Abstract: Using qualitative analysis of in-depth interview data from 23 Chief Marketing Officers (CMOs) in diverse industries, the study aims to advance theoretical understanding of (a) when and how corporate leaders experience... more
Abstract: Using qualitative analysis of in-depth interview data from 23 Chief Marketing Officers (CMOs) in diverse industries, the study aims to advance theoretical understanding of (a) when and how corporate leaders experience entrenchment,(b) what strategies corporate leaders use to disrupt or break free from their entrenchment and (c) how leaders generate disruptive strategies. Our findings show that CMOs experience both organizational and personal entrenchment, which differ in nature and significance. In general, CMOs are alert ...
The sweeping changes in the health care industry, of which implementation of the prospective payment system (PPS) is one, put heavy demands on hospital administrators to "manage" their portfolio of health care products and... more
The sweeping changes in the health care industry, of which implementation of the prospective payment system (PPS) is one, put heavy demands on hospital administrators to "manage" their portfolio of health care products and services. The authors discuss the implications of PPS and other changes in the industry for strategic planning and present a framework based on an efficiency/profitability matrix. The framework can assist hospital managers in gaining strategic insight into their current portfolio and can guide their efforts in determining future product/service portfolios. A case study demonstrates the application of the proposed framework.
Research Interests:
The measurement and tracking of patient satisfaction is an area of increasing importance today. Because of this importance, researchers have begun to more closely examine conceptual, operational and research design issues implicated in... more
The measurement and tracking of patient satisfaction is an area of increasing importance today. Because of this importance, researchers have begun to more closely examine conceptual, operational and research design issues implicated in this measurement. In this context, this paper focuses on selected research design issues. Three key issues are discussed; namely, appropriate measures, item phrasing and data collection approaches. Issues, problem areas and suggested recommendations are provided. We hope our discussion will help future researchers achieve better and more meaningful measurement of patient satisfaction.
Research Interests:
A dissatisfied consumer's decision to seek redress from third parties has significant implications for society in general and the focal industry in particular, yet little is known about why consumers choose such actions. To... more
A dissatisfied consumer's decision to seek redress from third parties has significant implications for society in general and the focal industry in particular, yet little is known about why consumers choose such actions. To address this gap, a generalizable, comprehensive, and testable model of the processes that result in consumers' decisions (not) to engage in one or more third party actions is developed. In addition, results from an empirical investigation of a portion of the proposed model are presented. The empirical model ...
Research Interests:
age, height, bone age, and intrinsic growth hormone levels is relatively straightforward compared with an ADHD diag¬ nosis. In comparison to determining non-GHD status, ADHD diagnostic parameters remain vague and very much"... more
age, height, bone age, and intrinsic growth hormone levels is relatively straightforward compared with an ADHD diag¬ nosis. In comparison to determining non-GHD status, ADHD diagnostic parameters remain vague and very much" in the eye of the beholder." Many children who receive the ADHD diagnosis and stimulant treatment do not meet formal psy¬ chiatric criteria. 5 Like treatment for a child with non-GHD, a host of social factors affect the decision to treat a child for
Research Interests:
Using a critical review and empirical reanalysis of the published data on the relationship between psychological empowerment and employee performance, our study reports that compelling evidence in support of direct, positive and... more
Using a critical review and empirical reanalysis of the published data on the relationship between psychological empowerment and employee performance, our study reports that compelling evidence in support of direct, positive and significant effects of employee empowerment programs is lacking. In order to understand this weak relationship and to identify possible conditions that are likely to enhance the relationship between empowerment and performance, three potential ideas are suggested including (1) an ...
KNAW Narcis. Back to search results. Publication Market climates anchor an calibrate determinants of consumer... (2009) Open access. Pagina-navigatie: Main. ...
Research Interests:
To build long-term customer relationships, salespeople play a critical boundary-spanning role that can be an inimitable source of competitive strength (Cannon and Perreault 1999; Doney and Cannon 1997; Rackham and DeVincentis 1998; Weitz... more
To build long-term customer relationships, salespeople play a critical boundary-spanning role that can be an inimitable source of competitive strength (Cannon and Perreault 1999; Doney and Cannon 1997; Rackham and DeVincentis 1998; Weitz and Bradford 1999). A key characteristic of such roles is the boundary work1 that salespeople perform to develop strategies and tactics to manage their interfaces with customers (Adams 1976; Brown 1990; McFarland et al. 2006; Soldow and Thomas 1984; Solomon et al. 1985; Spiro and Weitz ...
This pilot study examines patterns of frontline work performed during customer problem solving that are associated with elevated customer satisfaction by using service interaction as the unit of analysis. Frontline work is conceptualized... more
This pilot study examines patterns of frontline work performed during customer problem solving that are associated with elevated customer satisfaction by using service interaction as the unit of analysis. Frontline work is conceptualized as a behavioral response that reflects a combination of cognitive (eg, task/relational) and emotional work components (eg, positive/negative). Customer satisfaction is conceptualized as an online assessment that customers experience as they interact with the service provider concerning a problem, ...
Abstract: Using qualitative analysis of in-depth interview data from 23 Chief Marketing Officers (CMOs) in diverse industries, the study aims to advance theoretical understanding of (a) when and how corporate leaders experience... more
Abstract: Using qualitative analysis of in-depth interview data from 23 Chief Marketing Officers (CMOs) in diverse industries, the study aims to advance theoretical understanding of (a) when and how corporate leaders experience entrenchment,(b) what strategies corporate leaders use to disrupt or break free from their entrenchment and (c) how leaders generate disruptive strategies. Our findings show that CMOs experience both organizational and personal entrenchment, which differ in nature and significance. In general, CMOs are alert ...
Multi-source data from 18 organizations was utilized to examine intrapreneurship in the nonprofit sector. Specifically, individual level and firm level variables were introduced concurrently to explore competing and complementary... more
Multi-source data from 18 organizations was utilized to examine intrapreneurship in the nonprofit sector. Specifically, individual level and firm level variables were introduced concurrently to explore competing and complementary mechanisms in an effort to provide a better understanding of intrapreneurial orientations and behaviors. Employing structural equation modeling on the multi-source cross sectional survey data, results suggest that employee entrepreneurial orientation is greater when (a) high ...
This paper reviews theory and empirical findings on the effects of empowerment in the workplace. Data from existing studies is used to assess the effects of the four empowerment dimensions on affective and behavioral employee responses.... more
This paper reviews theory and empirical findings on the effects of empowerment in the workplace. Data from existing studies is used to assess the effects of the four empowerment dimensions on affective and behavioral employee responses. Data is reanalyzed using hierarchical regression analysis. Confirming growing skepticism among practitioners and academics, this study indicates that empowerment practices result in more satisfied and committed, but not necessarily better performing employees. Furthermore, it ...