Bolton, Ruth N. (2015), Service
Excellence: Creating Customer Experiences That Build
Relationships. [The target audience for this book is the busy
executive who might spend 2-3 hours reading it. However, it may
help you see how this week’s topics fit with the “Services” and
“Managing Customer Relationships” topics. In addition, there are
Golder, Peter N., Debanjan Mitra and
Christine Moorman (2012), "What is Quality?
An Integrative Framework of Processes and States,"
Journal of Marketing, 76(4), 1-23. 2012 Harold H. Maynard Award.
Smith, Amy K., Ruth N. Bolton and Janet
Wagner (1999), "A Model of Customer Satisfaction with Service
Encounters Involving Failure and Recovery," Journal of Marketing
Research, 36 (3), 356-72.
Garbarino, Ellen and Mark S. Johnson,
(2008), “The Different Roles of Satisfaction, Trust and
Commitment in Customer Relationships,” Journal of Marketing, 63
(2), 2008 Sheth Foundation/JM Award.
Seiders, Kathleen, Glenn B. Voss, Dhruv
Grewal and Andrea L. Godfrey (2005), "Do Satisfied Customers Buy
More? Examining Moderating Influences in a Retailing Context,"
Journal of Marketing 69 (4), 26-43.
Inman J.J., J.S. Dyer, and J. M. Jia
(1997), "A generalized utility model of disappointment and
regret effects on post-choice valuation," Marketing Science, 16
Optional (Historical Perspectives)
Text Chapter 3: Conjoint Analysis by
Vithala R. Rao.
What is the difference (in terms of
construct definitions, measurement) between quality,
satisfaction, commitment and a favorable attitude feeling)
about the product?
What are the antecedents and
consequences of repeat purchase behavior? What relationships
What relationships require further investigation?
How is customer engagement different
from the constructs in Q1? What are the (likely) antecedents
and consequences of customer engagement? How would you
research this issue? (Hint: you might look at the JSR
special issue on the topic of engagement, especially:
Van Doorn, Jenny, et al
(2010),"Customer engagement behavior: Theoretical
foundations and research directions." Journal of Service
Research 13 (3), 253-266.
Brodie, Roderick J., et al.
(2011),"Customer engagement: conceptual domain,
fundamental propositions, and implications for
research." Journal of Service Research 14(3), 252-271.
the Seiders et al (2005) article with Mittal, Vikas and
Wagner Kamakura (2001), "Satisfaction, Repurchase Intent,
and Repurchase Behavior: Investigating the Moderating Effect
of Customer Characteristics," Journal of Marketing Research,
38 (1). 2006
William F. O’Dell Award.