Abstract Although data privacy is a compelling concern, prior inquiries have found that consumers... more Abstract Although data privacy is a compelling concern, prior inquiries have found that consumers do not adequately attend to data privacy policies. This research develops a framework delineating the effects of top-down/bottom-up processes and individual consumer differences in the need for cognition (NFC) and perceived control on visual attention to data privacy policies, including influences on perceptions, attitudes, and behavioral intentions. Using eye tracking in an online shopping context, this research finds perceived control interacted with top-down motivation, manipulated through perceived risk in sharing personal information, to affect visual attention toward privacy-related information. Moreover, a privacy policy icon garners more attention than privacy policy text and non-privacy contents on the website. Further, attention to non-privacy contents significantly enhances loan application likelihood and attitude toward the website. These findings demonstrate attention toward privacy information as a function of the dynamic interaction between top-down motivational influences and individual differences in perceived control.
Business schools face the dual challenge of keeping students highly engaged in courses with excep... more Business schools face the dual challenge of keeping students highly engaged in courses with exceptionally broad scope, like the introduction to marketing principles, while simultaneously instructing them in the increasingly specific and technical skills that are demanded by employers. In this article, the authors describe the use of an interest-inventory survey for MBA students that allows instructors to measure students’ interest in the subareas of marketing, while communicating the range of career options available in the marketing discipline. The effectiveness of using the interest-inventory survey for team formation is demonstrated through empirical data gathered through an experimental methodology. The article details how this measurement of student interests is constructed, administered at the beginning of the term, reported and discussed, and then used throughout the term in team formation, exercises, assignments, and project work to simulate the multidisciplinary group struc...
The COVID-19/coronavirus pandemic has upended consumers’ day-to-day lives and abruptly halted the... more The COVID-19/coronavirus pandemic has upended consumers’ day-to-day lives and abruptly halted the operations of many businesses of all sizes. In the face of these challenges, how should marketers respond? Although pundits have suggested a uniform marketing approach in addressing and appealing to consumers during the pandemic, such a universal approach contradicts market segmentation wisdom. To better utilize sound marketing practices, marketers require a clear means of segmenting consumers during global crises. In response to this unfulfilled need, this study builds on the theoretical framework of the Extended Parallel Process Model, or EPPM (Witte 1991, 1992a, b, 1994), and identifies two distinct segments of consumers—labeled as Rejectionists and Survivalists—who have responded to the pandemic in differing maladaptive ways. In this work, each segment is described in detail and validated with cluster analysis, and suggestions are given to marketers for engaging with and promoting to each segment. These market segments are the first to be developed to assist marketers in identifying appropriate engagement and promotional strategies in a national crisis
This book investigates the genesis and success of innovation in the hospitality industry as detai... more This book investigates the genesis and success of innovation in the hospitality industry as detailed in over four dozen case studies. In many of the cases, the innovators themselves provide the insights into their innovative inspiration and the lessons learned from the way they brought their ideas to life. The cases include innovations for improved customer service, stronger human resources, and new food service and lodging concepts. While updated technology forms the basis for many of the innovations, some of the cases focus specifically on technology improvements, with a particular focus on the use of technology as a mediator in the service value chain. With the passage of several years, the book shares the outcome of the innovative concepts--most of which continue to operate. The lessons presented will provide you a valuable perspective on success through innovation, whether you are operating in the hospitality industry or another business.
Using a long-duration service experience, this study proposed and tested a servicescape transfere... more Using a long-duration service experience, this study proposed and tested a servicescape transference effects phenomenon of two nested multidimensional servicescape satisfaction constructs—labeled perceived nestscape and surroundscape satisfaction—on one another and on loyalty intentions. Both perceived servicescape satisfaction constructs positively affected loyalty intentions. The direction of effects between the two satisfaction constructs was found to emanate from satisfaction with the larger surroundscape to satisfaction with the smaller nestscape rather than the opposite direction. All dimensions of the servicescapes were significant, but the design dimension contributed the most to perceived nestscape satisfaction, while the social dimension had the greatest influence on surroundscape satisfaction. These findings suggest that managers of servicescapes should proactively respond to all dimensions of both the larger and the smaller contiguous servicescapes to heighten customer s...
Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing... more Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of importance-performance analysis (IPA) within a services context. Design/methodology/approach This study surveyed frequent visitors to a travel destination to determine their perceived importance of and satisfaction with servicescape attributes. The responses were analyzed using a series of importance-performance analyses to determine the impact of each servicescape attribute on consumer well-being. Findings Key servicescape attributes contributing to the well-being of frequent visitors to a destination were identified. For example, weather; friendly residents; restaurants; and interaction with locals were identified as attributes with a “high impact” on well-being, although weather and friendly residents were satisfiers and restaurants and interaction with locals were identified as dissatisfiers. In tota...
Abstract The role of service productivity in influencing the relationships among employee satisfa... more Abstract The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.
Abstract Although data privacy is a compelling concern, prior inquiries have found that consumers... more Abstract Although data privacy is a compelling concern, prior inquiries have found that consumers do not adequately attend to data privacy policies. This research develops a framework delineating the effects of top-down/bottom-up processes and individual consumer differences in the need for cognition (NFC) and perceived control on visual attention to data privacy policies, including influences on perceptions, attitudes, and behavioral intentions. Using eye tracking in an online shopping context, this research finds perceived control interacted with top-down motivation, manipulated through perceived risk in sharing personal information, to affect visual attention toward privacy-related information. Moreover, a privacy policy icon garners more attention than privacy policy text and non-privacy contents on the website. Further, attention to non-privacy contents significantly enhances loan application likelihood and attitude toward the website. These findings demonstrate attention toward privacy information as a function of the dynamic interaction between top-down motivational influences and individual differences in perceived control.
Business schools face the dual challenge of keeping students highly engaged in courses with excep... more Business schools face the dual challenge of keeping students highly engaged in courses with exceptionally broad scope, like the introduction to marketing principles, while simultaneously instructing them in the increasingly specific and technical skills that are demanded by employers. In this article, the authors describe the use of an interest-inventory survey for MBA students that allows instructors to measure students’ interest in the subareas of marketing, while communicating the range of career options available in the marketing discipline. The effectiveness of using the interest-inventory survey for team formation is demonstrated through empirical data gathered through an experimental methodology. The article details how this measurement of student interests is constructed, administered at the beginning of the term, reported and discussed, and then used throughout the term in team formation, exercises, assignments, and project work to simulate the multidisciplinary group struc...
The COVID-19/coronavirus pandemic has upended consumers’ day-to-day lives and abruptly halted the... more The COVID-19/coronavirus pandemic has upended consumers’ day-to-day lives and abruptly halted the operations of many businesses of all sizes. In the face of these challenges, how should marketers respond? Although pundits have suggested a uniform marketing approach in addressing and appealing to consumers during the pandemic, such a universal approach contradicts market segmentation wisdom. To better utilize sound marketing practices, marketers require a clear means of segmenting consumers during global crises. In response to this unfulfilled need, this study builds on the theoretical framework of the Extended Parallel Process Model, or EPPM (Witte 1991, 1992a, b, 1994), and identifies two distinct segments of consumers—labeled as Rejectionists and Survivalists—who have responded to the pandemic in differing maladaptive ways. In this work, each segment is described in detail and validated with cluster analysis, and suggestions are given to marketers for engaging with and promoting to each segment. These market segments are the first to be developed to assist marketers in identifying appropriate engagement and promotional strategies in a national crisis
This book investigates the genesis and success of innovation in the hospitality industry as detai... more This book investigates the genesis and success of innovation in the hospitality industry as detailed in over four dozen case studies. In many of the cases, the innovators themselves provide the insights into their innovative inspiration and the lessons learned from the way they brought their ideas to life. The cases include innovations for improved customer service, stronger human resources, and new food service and lodging concepts. While updated technology forms the basis for many of the innovations, some of the cases focus specifically on technology improvements, with a particular focus on the use of technology as a mediator in the service value chain. With the passage of several years, the book shares the outcome of the innovative concepts--most of which continue to operate. The lessons presented will provide you a valuable perspective on success through innovation, whether you are operating in the hospitality industry or another business.
Using a long-duration service experience, this study proposed and tested a servicescape transfere... more Using a long-duration service experience, this study proposed and tested a servicescape transference effects phenomenon of two nested multidimensional servicescape satisfaction constructs—labeled perceived nestscape and surroundscape satisfaction—on one another and on loyalty intentions. Both perceived servicescape satisfaction constructs positively affected loyalty intentions. The direction of effects between the two satisfaction constructs was found to emanate from satisfaction with the larger surroundscape to satisfaction with the smaller nestscape rather than the opposite direction. All dimensions of the servicescapes were significant, but the design dimension contributed the most to perceived nestscape satisfaction, while the social dimension had the greatest influence on surroundscape satisfaction. These findings suggest that managers of servicescapes should proactively respond to all dimensions of both the larger and the smaller contiguous servicescapes to heighten customer s...
Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing... more Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of importance-performance analysis (IPA) within a services context. Design/methodology/approach This study surveyed frequent visitors to a travel destination to determine their perceived importance of and satisfaction with servicescape attributes. The responses were analyzed using a series of importance-performance analyses to determine the impact of each servicescape attribute on consumer well-being. Findings Key servicescape attributes contributing to the well-being of frequent visitors to a destination were identified. For example, weather; friendly residents; restaurants; and interaction with locals were identified as attributes with a “high impact” on well-being, although weather and friendly residents were satisfiers and restaurants and interaction with locals were identified as dissatisfiers. In tota...
Abstract The role of service productivity in influencing the relationships among employee satisfa... more Abstract The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.
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