J. Charlene Davis

The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention Decisions

Although previous research provides a foundation for developing, maintaining, and exiting relationships, the extant literature has yet to consider the influence that patterns of economic and social forces have in guiding the future of deteriorating relationships. To understand better and respond to relationships in decline and to salvage relationships that are destined to fail needlessly, the authors use the political economic paradigm to identify symptoms of deteriorating relationships and provide a framework for combining relational forces that best guides relationship retention decisions. They propose a model based on the theoretical foundations of transactional cost analysis (TCA), social exchange, and distributive justice. Using relative dependence, interdependence, and mutual dependence to define the economic and social worth of the relationship, they incorporate dyadic patterns of behavior to illustrate similar and different interpretations and evaluations of fairness and the impact on relational out-comes. The article culminates with managerial implications and directions for future research.

Art for Art's Sake? An Examination of Motives for Arts Performance Attendance:

Given finite amounts of time for leisure activities and a consuming public that continues to feel time pressured, what drives attendance at arts performances? This study builds on existing arts research and its use of demographic characteristics by considering the psychological motives of theater patrons. Six potential motives of performing arts attendees are identified, and their relationship with demographic characteristics and behavioral outcomes are assessed. Data were obtained from a midwestern U.S. performing arts center; the sample was drawn from spectators at three different performances. Analysis of variance and t-test results indicate significant relationships between certain motivations and patronage variables such as years of attendance, number of performances attended, and time frame for planning to attend future events. Similarly, significant differences in motivation were found by gender, age, income, and education level, suggesting that attendance could be enhanced by tailoring motive specific messages to each of these groups.

The relationship of differential loci with perceived quality and behavioral intentions

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word‐of‐mouth intentions, and repurchase intentions. Results indicate that, when consumers find the contact employee more responsible for the experience, what is delivered is most important to evaluations of service quality, satisfaction, and behavioral intentions. When management is thought to be more responsible, how the service is delivered is essential to consumers’ evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers’ satisfaction with the service experience.

Is dependent what we want to be? effects of incongruency

Abstract A paradigm shift within marketing has focused attention on the relational end of the exchange continuum where dependence justifies relationship behavior and drives outcomes. Previous research, however, ignores the possibility that attitudes toward dependence might also be responsible for relational and economic outcomes. We propose that the impact of adverse attitudes might be partially responsible for previous empirical results, contradicting the notion that parties respond favorably toward relationships and experience positive outcomes. Building on dependency theory, transactional cost analysis (TCA), and congruency theory, this study examines the influence attitudes toward dependence have on the ability of a channel member to work effectively under conditions where dependence exists. Results indicate that when dependence exists adverse attitudes toward dependence moderate the relationships between dependence and dealer satisfaction, and dependence and revenue generated from the relationship, but not necessarily in a negative fashion or under all dependent conditions.

Motivations and Relationship Outcomes: The Mediating Role of Trust and Satisfaction

ABSTRACT This research explores the relationship of four individual psychological motivations (i.e., aesthetics, eustress, recreation, and self-esteem enhancement) with important relationship marketing outcomes, word-of-mouth and supportive behaviors. Trust and satisfaction are hypothesized to mediate this relationship. The findings provide support for the model and indicate that the investigated relationship benefits are mediated by satisfaction; however, for patrons motivated by self-esteem enhancement there is also an indirect relationship through trust. The relationship of trust to word-of-mouth is both direct and indirect through satisfaction, while the relationship of trust to supportive behavioral intentions is only indirect, through satisfaction. The paper concludes with a discussion of the results and directions for future research.

A View from the Aisle: Classroom Successes, Failures and Recovery Strategies

As a service that we deliver, teaching has been identified as one of the most intangible of products. This exploratory study investigates how students evaluate the service we provide. A critical incidence study of marketing students was conducted at three universities to identify (dis)satisfying classroom experiences and corresponding improvement suggestions. Three major and six subgroup incident types emerged as well as seven improvement categories. To provide insight into what students perceive as effective responses specific incident types were linked with the recovery approaches. A discussion of the findings and directions for future research concludes the paper.

Arts Patronage: A Social Identity Perspective

This study presents patron identification as a potential segmentation variable to help arts organizations build customer relationships. Greater levels of patron identification were positively associated with greater satisfaction, instrumental/input commitment, temporal commitment, and attitudinal commitment with the organization. Finally, the factors of employees, show time, facility access, ancillary quality, and visual aesthetics were found to take on additional importance for the most highly identified customers. Results suggest that patron identification should not be overlooked in relationship building strategies.

Navigating Satisfactory and Dissatisfactory Classroom Incidents

Abstract To identify unsatisfactory classroom experiences and corresponding behavioral outcomes, we performed a critical-incidence study of marketing students at three universities. Three major types of incidents emerged, consistent with previous service encounter classification scheme research. Additionally, repatronage intentions and word-of-mouth communications were captured and aligned with specific types of critical service encounters. We discuss the findings and suggest directions for future research.

Delight and Outrage in the Performing Arts: A Critical Incidence Analysis

Marketers are being challenged not merely to satisfy customers but to delight them. In order to accomplish (avoid) customer delight (outrage), the factors that create these emotions must first be isolated and identified. The present study uses the critical incident technique to identify the interpersonal and noninterpersonal factors associated with creating delight or outrage in a performing arts setting. Findings provide rich contextualization of important quality factors and illustrate the key role played by employees in managing the co-consumption process. In addition, the identified factors are associated with the commitment measures of word-of-mouth behavior, repatronage intentions, and donation intentions.

Who’s in the House: A Social Identity Perspective on Arts Patronage

This study presents identification as a potential variable to help performing arts organizations build customer relationships. Antecedents and consequences of identification are empirically investigated. In addition, five quality dimensions are described. Finally, this research examines the relationship of these quality dimensions and several common demographic variables with level of identification.