Robin T. Peterson

Measuring customer perceived online service quality: Scale development and managerial implications

The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre‐test, a Web‐based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.

Services quality dimensions of Internet retailing: an exploratory analysis

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently‐mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

The identification and measurement of quality dimensions in health care: focus group interview results.

The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.

The depiction of senior citizens in magazine advertisements: A content analysis

This study utilized a content analysis of magazine advertisements to measure the frequency that senior citizens were used as models in the advertisements and the extent to which they were presented in a desirable or undersirable light, relative to younger persons. A sample of consumer magazines was examined, in order to assess hypotheses related to the depiction of seniors by advertisers. The research results were analyzed and conclusions drawn which can be of potential value to marketers whose goods and services have potential appeal to older consumers.

Obstacles to TQM Implementation in Mexico's Maquiladora Industry

Many manufacturing firms must overcome obstacles to TQM implementation. The purpose of this paper is empirically to investigate barriers that firms in the maquiladora industry experience, based on 25 potential obstacles to TQM success, and to compare findings with prior research done with US firms. The findings of this study suggest that a prevalent TQM barrier in the maquiladora industry is high employee turnover. Obstacles to TQM implementation that are common to both maquiladoras and US firms include lack of employee training, failure to tie managements compensation to achieving quality goals, and employee resistance to change. Managerial implications of these obstacles are discussed.

A content analysis of the portrayal of mature individuals in television commercials

This inquiry analyzed the extent to which television commercials used mature models, relative to younger models. It also analyzed the extent to which commercials portrayed the elderly in a favorable or an unfavorable manner. The study used content analysis to test twelve hypotheses. The authors arrived at conclusions relating to the depiction of mature individuals in television commercials and set forth various recommendations to advertisers, based on the analysis.

Sales Training Evaluation Model (STEM): A Conceptual Framework

Abstract Sales training methodologies have one main objective: to develop a productive salesperson. The challenges to sales managers, as presented in recent marketing literature, are numerous. Incomplete understanding by sales managers about the relationship of different training methodologies available and the ability to measure effectiveness is particularly problematic. To better understand the role of sales training effectiveness within the industrial organization, the authors introduce a conceptual framework called the Sales Training Evaluation Model (STEM). To reflect the sales training environment, STEM incorporates five unique aspects or categories: (1) reaction of any participant involved including sales trainers and trainees; (2) changes in attitude, knowledge, and skills among the trainees involved; (3) behavior changes among the trainees involved; (4) tangible measurements such as sales performance; and (5) other evaluative approaches.

The communication of social responsibility by US banks

This article presents a longitudinal study of social responsibility themes in US bank advertising for the years 1992, 1997 and 2002. Content analysis is used to examine television commercials for socially responsible advertisements. Findings indicate that the communication of social responsibility in television commercials for banks has increased by 7 percent over the time period covered by the study.

The Inclusion of Social-Responsibility Themes by Magazine Advertisers: A Longitudinal Study

Abstract This longitudinal study reports on the results of a content analysis of magazine advertisements appearing in 1967, 1972, 1975, 1977 and 1984. Advertisements appearing during each of the five years were classified by whether they contained social responsibility themes, by media, and by the nature of the social-responsibility message. Several important implications of the study were drawn.

EDI use and participation models: from the inter‐organizational relationship perspective

Electronic Data Interchange (EDI) is an inter‐organizational information system that requires collaboration and commitment between trading partners. The potential benefits that EDI can offer are substantial. However, the adoption and use of electronic linkages between companies is not as simple, or as profitable as had been expected. This study developed three conceptual models based on four important EDI measurements: EDI volume, diversity, depth, and breadth. Next, this research identified and discussed the evolutionary procedures of and the magnitude of EDI participation that companies tend to adopt in the context of the various environmental factors. Finally, this study produced a number of managerial implications and recommendations.