Jeffrey G. Blodgett

The effect of the servicescape on customers’ behavioral intentions in leisure service settings

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.

The Importance of Servicescapes in Leisure Service Settings

Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how consumers perceive the quality of the “servicescape” and what effect the servicescape has on customer satisfaction and repatronage. Investigates these effects, as well as the interactions of perceived crowding, excitement and enduring involvement associated with the leisure service. Results indicate that servicescape quality does play an important role in determining customer affective and behavioural response to the service.

The effects of customer service on consumer complaining behavior

Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique aspect of this study is that it specifically recognizes positive word‐of‐mouth as a possible post‐complaint response. The results indicate that the major factor that determines why some dissatisfied consumers seek redress and give the seller a chance to remedy the problem, while others exit and engage in negative word‐of‐mouth behavior, is the perceived likelihood of success. Results also show that, once a dissatisfied customer seeks redress, that person expects to receive a fair settlement but, more importantly, to be treated with courtesy and respect. Based on these results, discusses the pervasive effects of customer service on consumer complaining behavior, and offers managerial recommendations.

The effects of cultural dimensions on ethical decision making in marketing: An exploratory study

As more and more firms operate globally, an understanding of the effects of cultural differences on ethical decision making becomes increasingly important for avoiding potential business pitfalls and for designing effective international marketing management programs. Although several articles have addressed this area in general, differences along specific, cultural dimensions have not been directly examined. Hence, the purpose of this study was to examine differences in ethical decision making within Hofstedes cultural framework. The results confirm the utility of Hofstedes cultural dimensions and place ethical decision making within an overall theoretical framework. Sales agents from a high power distance, uncertainty avoidant, Confucian, collectivist culture (i.e., Taiwan) placed more value on company and fellow employee interests (vis-à-vis self interests) than did managers from a masculine, individualistic culture (i.e., the United States). American and Taiwanese managers did not differ in their deontological norms or on the importance that they placed on customer interests. The theoretical and managerial importance of these findings are also discussed.

A Bayesian Network Model of the Consumer Complaint Process

The purpose of this article is to present a Bayesian network model of the consumer complaint process. The outputs of the Bayesian model—conditional probabilities—provide much insight into the determinants and subsequent behavioral outcomes (e.g., full repatronage, limited repatronage, and exit; negative word-of-mouth behavior [WOM], no WOM, and positive WOM) of the complaint process. By distinguishing between (a) noncomplainers, (b) satisfied complainants, and (c) dissatisfied complainants, the model provides a rich, descriptive overview of the broader complaining behavior process. The model revealed several interesting findings; for example, the probability that a noncomplainer or a dissatisfied complainant will completely exit is quite low. The probabilities that a satisfied complainant will intend to fully repatronize the retailer and engage in positive word of mouth, on the other hand, are quite high. The advantages and limitations of Bayesian network models are discussed vis-à-vis structural equations models and partial least squares.

Ethical sensitivity to stakeholder interests: A cross-cultural comparison

This study applied Hofstede’s typology to examine the effect of culture on ethical sensitivity toward various stakeholders. It was found that uncertainty avoidance had a positive effect and that power distance and individualism/masculinity had negative effects on ethical sensitivity. The results also indicated that ethical sensitivity to stakeholder interests is dependent on which stakeholder is affected. Although Americans and Taiwanese sales agents were equally sensitive to customer interests, the Taiwanese were more sensitive to the interests of their company and a competitor but were less sensitive to the interests of a colleague. This study should prove valuable to international marketers because the cultural typology allows managers to identify differences in work-related values of employees across different nationalities and thus provides a theoretical base for designing more effective sales management practices.

A test of the validity of Hofstede's cultural framework

Purpose – The purpose of this paper is to examine the reliability and validity of Hofstedes cultural framework when applied at the individual consumer level.Design/methodology/approach – MBA students and faculty in the behavioral sciences were asked to review Hofstedes cultural instrument and to indicate which dimension (power distance, individualism/collectivism, uncertainty avoidance, masculinity/femininity) each particular item was intended to reflect. Subjects were also asked to respond to each item, thus indicating their underlying values. The reliability of each dimension was computed, and the data were factor analyzed to determine whether the various items loaded in a manner that is consistent with Hofstedes framework, thus providing evidence as to discriminant and convergent validity.Findings – This study presents evidence that Hofstedes cultural instrument lacks sufficient construct validity when applied at an individual level of analysis. Overall, a majority of the items were lacking in face...

A model of financial securities salespersons’ job stress

According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.

Toward the creation of an eco‐oriented corporate culture: a proposed model of internal and external antecedents leading to industrial firm eco‐orientation

Corporate recognition of the interdependence between ecological considerations and the need for sustained economic growth has enforced the need for a paradigm in which environmental considerations are included as a prerequisite for sustained operations. One of the underlying factors driving this philosophy appears to be corporate recognition of the fact that many consumers now routinely make themselves aware of the ecological reputation of the firm. The purpose of this research is to test a proposed model in which an organization’s generation, dissemination and responsiveness to environmental information is contingent on both internal organizational requisites and the external environmental circumstances facing the industry. Specifically, this study examines the effects of external environmental turbulence and internal organizational factors on the organization’s ability to create an eco‐oriented corporate culture.

Children's Responses to Gender-Role Stereotyped Advertisements

ABSTRACT Research indicates that adults gender-role perceptions can influence their responses toward different types of advertising appeals; however, it is not known whether the same is true for young children. Given that childrens gender-role stereotypes vary across both age and gender, it is possible that their responses toward different types of advertisements might also vary. Accordingly, this study examines whether preadolescent boys and girls differ in their attitudes toward advertisements that incorporate agentic or communal gender-role attributes. The results are managerially relevant. The findings suggest that marketers can target young boys and girls with a common set of advertisements. However, advertisements should convey agentic themes when targeted toward older preadolescent girls, and communal themes when targeted toward younger preadolescent girls. Considering that children represent a large and growing consumer segment this issue deserves greater attention.