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Article
Publication date: 1 June 2003

Angela V. Hausman

Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase…

3001

Abstract

Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving repeated, frequent encounters with the same professional service provider and contain differences including: complexity, the intimate nature of exchange, and co‐production of service outcomes by both the client and the service provider. This study investigates the relative impact of technical and functional (social) aspects of professional service relationships on client satisfaction in four different professional services contexts. Findings support the positive impact of social aspects of the relationship on satisfaction in all four contexts, however, the strength of the association varies with context. The more classically professional occupations, like medicine, show a stronger relationship between social aspects of the relationship and satisfaction than less professional occupations, such as hairstyling. Social aspects also affect positive organizational outcomes, specifically positive word‐of‐mouth and re‐patronization intentions, in three of the four contexts.

Details

Journal of Services Marketing, vol. 17 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 20 March 2017

Morris Kalliny, Angela Hausman, Anshu Saran and Dina Ismaeil

The purpose of this paper is threefold: to extend the animosity model developed by Klein et al. (1998) by adding cultural and religious animosity constructs, to provide a tool…

1006

Abstract

Purpose

The purpose of this paper is threefold: to extend the animosity model developed by Klein et al. (1998) by adding cultural and religious animosity constructs, to provide a tool with which to measure the cultural and religious constructs and to provide explanations, and thus an understanding, of how cultural and religious differences impact consumer intention to purchase.

Design/methodology/approach

Both qualitative and quantitative methods were used to test the model.

Findings

The cultural and religion animosity scale is created.

Originality/value

This fills a gap in the literature where there is not currently a scale to measure cultural or religious animosity.

Details

Journal of Consumer Marketing, vol. 34 no. 2
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 1 June 2005

Angela Hausman, Wesley J. Johnston and Adesegun Oyedele

The purpose of this study was to develop a better understanding of cooperation among members of network firms.

1784

Abstract

Purpose

The purpose of this study was to develop a better understanding of cooperation among members of network firms.

Design/methodology/approach

An extensive literature review of industrial cooperation/adaptation was conducted, especially research pertaining to industrial adoption of communication technology across partner firms. This review was combined with elements of population ecology, as it has been applied to business networks, and other sociological aspects of inter‐firm relationships to develop a set of propositions related to cooperative adoption.

Findings

This is a conceptual paper, so there were no quantifiable results. Instead, the paper contains a number of propositions related to the relational, structural, and influential aspects that affect adoption and sustained use of innovative products in a network context.

Research limitations/implications

The lack of empirical support for hypothesized relationships is the major limitation. However, the study provides guidance toward empirical testing and suggests a number of managerial implications resulting from the understandings provided by the proposed relationship.

Originality/value

This study helps extend earlier models developed to understand intra‐organizational adoption to reflect the more common situation where adoption occurs within and affects a network of related firms.

Details

Journal of Business & Industrial Marketing, vol. 20 no. 4/5
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 December 2006

Wesley J. Johnston and Angela Hausman

The paper seeks to enrich current and future research on the topic of long‐term business relationships within organizational networks through expansion of the marriage metaphor.

3059

Abstract

Purpose

The paper seeks to enrich current and future research on the topic of long‐term business relationships within organizational networks through expansion of the marriage metaphor.

Design/methodology/approach

The paper reviews the relationship marketing literature as well as incorporating sociological literature dealing with marriage and the family, specifically with respect to inter‐family working relationships. An extended family metaphor is proposed as a more appropriate metaphor for firms involved in network relationships. The paper is divided into three sections. The first contains a re‐conceptualization of the original stages developed by Dwyer et al. (1987). Next, non‐phase elements of these relationships are discussed. Finally, areas for future research building on this metaphor are suggested.

Findings

The extended family metaphor implies several interesting opportunities for future research, including investing the compensatory nature of relationships and specific factors that might impact relationship discussion.

Practical implications

This paper brings our conceptual thinking more in line with organizational reality, namely that organizations are more likely involved in dyadic relationships embedded in a network of inter‐relationships. Using an extended family metaphor highlights additional stressors on the relationships, suggesting areas that need attention in an effort to maintain the relationship. It also more clearly focuses on the dynamic of interactions outside the dyad and how these affect the dyadic relationship.

Originality/value

The marriage metaphor has been a catalyst for a wide variety of managerially significant research efforts. This extension of the metaphor to include the extended family may do the same.

Details

Journal of Business & Industrial Marketing, vol. 21 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 September 2000

Angela Hausman

This study used both qualitative and quantitative data to test hypotheses related to consumers’ motivations to engage in impulse buying. A grounded theory approach was used to…

51756

Abstract

This study used both qualitative and quantitative data to test hypotheses related to consumers’ motivations to engage in impulse buying. A grounded theory approach was used to develop hypotheses from in‐depth interviews. These hypotheses were tested by the collection and analysis of survey data. Data support the theory that impulse buying is a common method of product selection, in part, because the shopping act and impulsive product selection provide hedonic rewards. Further information‐processing overload confounds product selection, reinforcing the rewards to be obtained from alternative section heuristics, like impulse buying.

Details

Journal of Consumer Marketing, vol. 17 no. 5
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 5 December 2016

Esther Laryea, Matthew Ntow-Gyamfi and Angela Azumah Alu

The purpose of this paper is to investigate the bank-specific and macroeconomic determinants of nonperforming loans (NPLs) as well as the impact of NPLs on bank profitability.

2569

Abstract

Purpose

The purpose of this paper is to investigate the bank-specific and macroeconomic determinants of nonperforming loans (NPLs) as well as the impact of NPLs on bank profitability.

Design/methodology/approach

Using a sample of 22 Ghanaian banks over the period 2005-2010, the study employs a fixed effect panel model in estimating three different empirical models.

Findings

The study finds new evidence of bank-specific factors as well as macroeconomic factors determining NPLs. Inflation and industry concentration are not significant in determining NPLs, although both are positively related to NPLs.

Practical implications

The findings of this study have important implications for policy makers and bank managers.

Originality/value

The paper offers significant value in shaping and improving the banking sector of emerging markets.

Details

African Journal of Economic and Management Studies, vol. 7 no. 4
Type: Research Article
ISSN: 2040-0705

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Article
Publication date: 11 August 2014

Yoon Jin Ma and Hyun-Hwa Lee

This paper aims to explore the effect on consumer responses of firms’ manipulating online reviews based on review valence (positive vs negative) and the relationship between…

4049

Abstract

Purpose

This paper aims to explore the effect on consumer responses of firms’ manipulating online reviews based on review valence (positive vs negative) and the relationship between consumer trust and purchase intentions.

Design/methodology/approach

This study was designed as an experimental study using a scenario method, and data were randomly collected from 2,080 online shoppers in the USA.

Findings

Findings reveal that the unfair business practice of manipulating online postings considerably undermined consumer trust toward online reviews. Consumer trust in reviews thus seems to be a critical predictor of purchase intentions, which was strengthened even when respondents knew that online reviews were manipulated.

Practical implications

Companies may thus need to focus on maintaining transparency and truthfulness in online consumer reviews rather than artificially improving ratings scores or feedback levels.

Originality/value

This study was the first attempt to provide empirical supports that the level of consumer trust in online reviews significantly decreased after consumers were informed that the review content had been manipulated by a company in both the positive and negative conditions. These results also support previous research articulating the negativity effect.

Details

Journal of Research in Interactive Marketing, vol. 8 no. 3
Type: Research Article
ISSN: 2040-7122

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Article
Publication date: 1 December 2001

Angela Hausman

Develops a summary construct, relationship strength, composed of interfirm trust, relationship commitment, and relationalism and supports the role of relationship strength in…

4030

Abstract

Develops a summary construct, relationship strength, composed of interfirm trust, relationship commitment, and relationalism and supports the role of relationship strength in achieving positive relational outcomes, like relationship satisfaction and performance. The survey sample comes from a national population of hospital material managers who make decisions regarding purchases from a small group of large medical/surgical supply firms. Structural models support improved fit provided by relationship strength over a model containing the individual constructs comprising relationship strength. Managerial and academic implications of relationship strength include improved strategic planning and actionable information on improving relational outcomes.

Details

Journal of Business & Industrial Marketing, vol. 16 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 June 2005

Tina Harrison and Kathryn Waite

To provide an investigation of e‐commerce development via an examination of the forces shaping web site development among intermediaries in an extended supply chain.

2414

Abstract

Purpose

To provide an investigation of e‐commerce development via an examination of the forces shaping web site development among intermediaries in an extended supply chain.

Design/methodology/approach

A two‐stage research design combining qualitative and quantitative methods. Unstructured interviews conducted in the spirit of phenomenology elicited a range of critical incidents of web site development which were further examined via a quantitative survey of intermediaries to test for relationships between critical incidents and web site adoption.

Findings

Adopter groups were identified which showed statistically significant differences in terms of the critical incidents driving web site development as well as differences in terms of key company characteristics. The timing of web site adoption was also found to affect the subsequent use of the technology, with early adopters making more advanced use.

Research limitations/implications

Limitations associated with the use of retrospective data and respondents’ abilities to recall events, although attempts were made to minimise these through external validation.

Practical implications

Provides useful insights for providers of financial services in understanding how to progress the adoption of web site technology by intermediaries, suggesting the development of networks of relationships involving IT suppliers rather than simply focusing on relationships with preferred intermediaries.

Originality/value

Addresses a research gap in terms of business‐to‐business e‐commerce and offers practical guidance on how to widen participation in the financial services supply chain.

Details

Journal of Business & Industrial Marketing, vol. 20 no. 4/5
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 11 August 2014

Shannon Cummins, James W. Peltier, John A. Schibrowsky and Alexander Nill

– The purpose of this article is to review the consumer behavior and social network theory literature related to the online and e-commerce context.

22201

Abstract

Purpose

The purpose of this article is to review the consumer behavior and social network theory literature related to the online and e-commerce context.

Design/methodology/approach

To conduct the review, the authors draw on a sample of 942 articles published from 1993 to 2012 addressing consumer behavior or social network issues in the online or social media context. The sample is analyzed by both era (incubation, expansion and explosion) and primary topic.

Findings

Eight categories of online consumer behavior research are described. In the order from largest to smallest, these are: cognitive issues, user-generated content, Internet demographics and segmentation, online usage, cross cultural, online communities and networks, strategic use and outcomes and consumer Internet search.

Originality/value

The literature has been summarized in each category and research opportunities have been offered for consumer behavior and social network scholars interested in exploring the online context.

Details

Journal of Research in Interactive Marketing, vol. 8 no. 3
Type: Research Article
ISSN: 2040-7122

Keywords

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