Walter W. Wymer

IT‐based services and service quality in consumer banking

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies.

Dimensions of Business and Nonprofit Collaborative Relationships

SUMMARY Collaborative relationships between businesses and nonprofits have grown tremendously in the last few years. These cross-sector alliances are different from within-sector alliances (business-business alliances) which has been examined in prior research, and include corporate philanthropy, corporate foundations, licensing agreements, sponsorships, transaction based promotions, joint issue promotions, and joint ventures. This paper discusses the growth, size, and scope of various business and nonprofit collaborative relationships and develops a typology of these relationships. Motivations for business-nonprofit collaborations and expected outcomes are presented as well as fruitful topics for further investigation.

Demographics, Personality Traits, Roles, Motivations, and Attrition Rates of Hospice Volunteers

ABSTRACT The authors conducted a review of prior research on hospice volunteering. The results show that, in most cases, the hospice volunteer is a white, married, middle-aged, financially comfortable, unemployed, female who has some college education, strong religious beliefs and has experienced the loss of someone close (see Tables 1 and 2). The results also show that hospice volunteers tend to share certain personality traits reflecting compassion, tolerance, empathy and sensitivity among others. Volunteers tend to fulfill four roles: direct patient support, education, clerical assistance, and professional services (Bunn 1985). Motivations for volunteering and for continuing ones work as a volunteer appear to be for both personal and altruistic reasons. Primary reasons for discontinuing volunteer service include burnout, communication problems, unrealistic expectations, and insufficient use of the volunteer staff. Gaps in this area of research are identified and topics for further research are presented.

Physicians' Perceptions and Uses of Commercial Drug Information Sources: An Examination of Pharmaceutical Marketing to Physicians

Abstract Data were collected from physicians attending a medical conference. This exploratory study was primarily interested in two areas. First, the investigators were interested in better understanding physicians responses to different promotional tactics typically used by the pharmaceutical industry. Pharmaceutical representatives were most useful, followed by drug samples and infomercials in medical journals. Direct mail, promotional faxes, and promotional products were used less by physicians. Second, the investigators were interested in learning what information sources influenced physicians drug choices. Physicians were primarily influenced by their prior experience with a drug, then by drug compendiums, and journal articles. Physicians were also influenced by information provided by the industry and other factors, like the drugs price and their patients financial situations. Managerial implications for marketing to physicians and ideas for future research are discussed.

Nonprofit-Business Alliance Model: Formation and Outcomes

SUMMARY A model describing the formation and outcomes of alliances between nonprofit organizations and business firms is presented in the following pages. In order to have a better understanding of the process through which Nonprofit-Business Alliances (NBAs) are formed, various factors that influence the formation of such alliances are identified and their effects explained. A nonprofit-business alliance model is developed and propositions are derived. The model is also extended to include the factors that influence the outcomes of NBAs

Using Social Marketing Strategies to Reform Social Policy: A Lesson from British History

ABSTRACT This article presents a general framework for the social marketing process. An example from British history is used to demonstrate an effective model for gaining public and government support for a social marketing initiative. The historical analysis illustrates a key issue: public interpretation of the importance of the social marketing cause is dependent upon its core values and that its values may differ from the group advocating social action. The advocacy groups effectiveness in obtaining support for its cause will hinge upon its ability to strike a resonant chord with the social values of society and its cause.

A Qualitative Analysis of Church Volunteerism: Motives for Service, Motives for Retention, and Perceived Benefits/Rewards from Volunteering

ABSTRACT This paper reports the results of a qualitative assessment of 134 church volunteers from multiple churches in two Midwestern cities. The findings indicate that there are three primary dimensions to church volunteering. First, church volunteers feel that their service is a response to Scriptural teachings. Second, church volunteers desire to make a meaningful contribution. They need to know that their service makes a difference. Third, church volunteers derive psycho-social benefits from their service. For many volunteers, their service is a means through which they can feel needed, useful, and helpful. Also, their service provides a means for social interaction with others. Managerial implications of the findings are discussed.

Social Advertising: Effects of Dominance and Fit on Attitudes and Behavioral Intentions

Social Alliances (or business/nonprofit collaborations) have shown tremendous growth in recent years and demonstrate the potential to grow at an even faster rate. However, these alliances have typically been examined in specific and limited contexts, e.g., cause-related marketing, sponsorships, etc. It is only recently that there have been attempts to take a unified approach to investigate this topic, but without examining how social alliances should be communicated to consumers. With the growth in new forms of social alliances, it is necessary to identify the consequences for both organizations when they communicate to consumers through social advertising.

Gap Analysis and Services Marketing: Does Understanding Your Customers Really Improve Sales?

Most prior research in services marketing has been strongly influenced by the GAPs model of service quality, which emphasizes understanding customer expectations. While prior work in this area focused upon understanding customer expectations, few studies dealt with the linkage between service provider understanding of customer expectations and profitability. This study attempts to extend the previous research by examining the effects of understanding customer expectations on sales of dental service providers. It also investigates the demographic and marketing correlates of sales of dental services.

Nonprofit-business Alliances: Formation and Outcomes–Abstract

Alliances between nonprofit organizations and businesses have shown tremendous growth in recent years and demonstrate the potential to grow at an even faster rate. By synthesizing the different types of relationships that comprise nonprofit-business alliances (NBA) into a conceptual framework, further analysis of its components can be enhanced. Hence, the purposes of this article are to: (1) present a conceptual model of the formation of NBA’s, (2) identify and describe various factors that affect alliance formation, (3) identify factors that affect the success of NBA’s, (4) explain the outcomes for both firms, and (5) provide cohesion and direction for future research.