Thomas J. Page

Assessing Hierarchical Differences in Job-Related Attitudes and Turnover among Retail Managers

A model of organizational turnover is expended from previously reported models to include an extraorganizational antecedent and comparison across two different hierarchical levels of management. Role ambiguity, role conflict, and work-family conflict were used as antecedents of job satisfaction, organizational commitment, intent to leave, and actual turnover. The basic model of turnover was supported in both levels of management. In addition, several additional relationships that have been found in previous studies were tested. Implications of these results for retail managers are discussed.

A Test of Alternative Measures of Disconfirmation

Disconfirmation has been widely used in a number of research traditions, however there are many different operationalizations of this construct. Little research has investigated the relative effectiveness of these various methods. The research reported here examines five operationalizations of disconfirmation and their effect on satisfaction. These tests are carried out using two different comparison standards in two different settings. The results indicate some methods are better in certain situations and are inappropriate in others. Implications for both practical and theoretical research are discussed.

Difference Scores versus Direct Effects in Service Quality Measurement

Difference scores have been widely used in many areas of marketing research. There have been numerous criticisms of difference scores, and the authors add to these criticisms by testing an implicit assumption of difference scores that has not been tested in consumer research. Specifically, difference scores assume that the components have equal and opposite effects on the dependent variable. This assumption is tested in a services setting in which difference scores are still widely used and in a laboratory experiment using a product. An alternative operationalization, the Direct Effects Model, is shown to be superior. In addition, as a result of treating the antecedents as separate predictors, it is shown that performance is the much stronger predictor of satisfaction compared to expectations. Such a finding could not be uncovered using difference scores.

An Examination of the Relative Impact of Growth Strategies on Profit Performance

This article investigates the relative impact which marketing growth strategies have on profit performance as opposed to strategic debt utilisation, asset management, and margin management. A structural equation approach is used to assess which areas deserve the greatest attention in the process of making strategic decisions. Implications for management and future research are offered.

Service quality and satisfaction in business-to-business services

Purpose – The purpose of the paper is to investigate the effects of service quality and service satisfaction on intention in a business‐to‐business setting.Design/methodology/approach – This research addresses three unanswered questions regarding satisfaction and service quality: the distinction between customer satisfaction and perceived service quality; their causal ordering; and their relative impact on intentions. The data were collected using a large survey of buyers in a business setting.Findings – The data were analyzed using structural equation modeling. The results show that service quality has a larger impact on intentions than does customer satisfaction. The results also show that the effects of individual transactions on intentions are mediated by corresponding cumulative constructs.Research limitations/implications – The primary implications for theory include demonstrating the distinction between satisfaction and service quality; specifying, based on theory and logic, the causal ordering bet...