[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"_public_publisher_byId_ba8cd771-856d-4019-a717-6ac12ee5bd51":3,"_public_publication_all{\"sortAscending\":false,\"sortField\":\"updateTime\",\"page\":0,\"size\":10,\"facet\":true,\"searchKey\":\"publisherId:ba8cd771-856d-4019-a717-6ac12ee5bd51,\"}":19},{"code":4,"data":5,"meta":9},"SUCCESS",{"id":6,"createTime":7,"updateTime":7,"relativeEntities":8,"slug":9,"properties":10,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":16,"manageAffiliations":17,"indexDatabases":18,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},"ba8cd771-856d-4019-a717-6ac12ee5bd51","2024-01-29T02:10:49.127+00:00",[],null,{"title":11},{"EN":12},"Journal of Services Marketing","PUBLISHER","PENDING",0,[],[],[],{"meta":20,"data":22},{"total":21},"14",[23,55,81,107,132,158,184,219,245,270],{"id":24,"createTime":25,"updateTime":26,"relativeEntities":27,"slug":28,"properties":29,"entityType":34,"verifyStatus":14,"verifyTime":26,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":36,"fullTextUrl":9,"authors":37,"publicationType":38,"publisherRelationship":39,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"e345d12f-7c07-4ec7-a919-5bdee3371d4e","2024-01-29T19:08:04.072+00:00","2025-02-06T21:44:58.212+00:00",[],"A-model-of-financial-securities-salespersons-job-stress",{"abstract":30,"title":32},{"EN":31},"According to a recent study, one of the ten most stressful occupations in the USA is that of a financial services salesperson. Severe job stress has been linked to decreased satisfaction, commitment and productivity, and increased absenteeism, burnout and turnover. Aims to test a model of job stress in the financial services profession, focussing on two central sources of stress: individual characteristics and organizational factors. Based on a sample of 288 stockbrokers in nine mid‐south metropolitan areas, finds that the major determinant of job stress is role overload. Recommends that managers impart better time management skills to salespeople, and hire highly competent sales assistants to handle much of the routine work. In order to reduce role conflict and role ambiguity, suggests that sales managers grant salespeople a high degree of autonomy and provide a high level of constructive feedback.",{"EN":33},"A model of financial securities salespersons’ job stress","PUBLICATION","Author title is blank","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876049610119776\u002Ffull\u002Fhtml",[],"ARTICLE",{"url":36,"publisher":40,"properties":47},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":41,"slug":9,"properties":42,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":44,"manageAffiliations":45,"indexDatabases":46,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":43},{"EN":12},[],[],[],{"volume":48,"pages":50,"issue":52},{"VOID":49},"10",{"VOID":51},"21-38",{"VOID":53},"3",false,{"id":56,"createTime":57,"updateTime":58,"relativeEntities":59,"slug":60,"properties":61,"entityType":34,"verifyStatus":14,"verifyTime":58,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":64,"fullTextUrl":9,"authors":65,"publicationType":38,"publisherRelationship":66,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"067471e9-6476-4044-9569-0dd074095578","2024-01-28T12:28:58.869+00:00","2025-01-04T20:55:53.980+00:00",[],"Services-Marketing-in-Asia-A-Case-Book",{"title":62},{"EN":63},"Services Marketing in Asia: A Case Book","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876040610657084\u002Ffull\u002Fhtml",[],{"url":64,"publisher":67,"properties":74},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":68,"slug":9,"properties":69,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":71,"manageAffiliations":72,"indexDatabases":73,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":70},{"EN":12},[],[],[],{"volume":75,"pages":77,"issue":79},{"VOID":76},"20",{"VOID":78},"148-149",{"VOID":80},"2",{"id":82,"createTime":83,"updateTime":83,"relativeEntities":84,"slug":9,"properties":85,"entityType":34,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":90,"fullTextUrl":9,"authors":91,"publicationType":38,"publisherRelationship":92,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"9bf0cada-9d96-4925-bc4d-d9f25e70ad33","2023-12-09T17:55:07.218+00:00",[],{"abstract":86,"title":88},{"EN":87},"– The purpose of this paper is to produce up‐to‐date inventories for satisfaction and Likert scales that contain commonly used scale point descriptors and their respective mean scale values and standard deviations., – All data were collected online using the SSI Survey Spot Panel. This panel is national (USA) in scope. Thirty‐nine satisfaction items and 19 agreement items were tested on a random sample consisting of individuals 21‐65 years old., – The mean value and the standard deviation were calculated for each of these descriptors. Even though only six of the items that had been tested by Jones and Thurstone (1955) were included in the list of satisfaction scale descriptors, the semantic meanings of those six have changed very little over the years., – One limitation might be that scale point descriptor inventories developed within the context of health insurance might not be valid in other service contexts., – Since the present study focuses on Likert and satisfaction scales which are frequently used in service environments, the major contribution of this study is to provide services marketers with quantitative measurement of the meanings of commonly used scale point descriptors. This permits the development of successive and\u002For equal interval scales and thus aids in the analyses of data sets. It will thus help service marketers to develop questionnaires that more accurately reflect actual consumer satisfaction and opinions., – The development of up‐to‐date inventories for satisfaction and Likert scales.",{"EN":89},"Developing inventories for satisfaction and Likert scales in a service environment","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876040910965557\u002Ffull\u002Fhtml",[],{"url":90,"publisher":93,"properties":100},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":94,"slug":9,"properties":95,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":97,"manageAffiliations":98,"indexDatabases":99,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":96},{"EN":12},[],[],[],{"volume":101,"pages":103,"issue":105},{"VOID":102},"23",{"VOID":104},"219-225",{"VOID":106},"4",{"id":108,"createTime":109,"updateTime":110,"relativeEntities":111,"slug":112,"properties":113,"entityType":34,"verifyStatus":14,"verifyTime":110,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":117,"fullTextUrl":9,"authors":118,"publicationType":38,"publisherRelationship":119,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"d84017d5-ceba-4faa-aac7-8f7bf6e00077","2024-01-29T02:10:49.121+00:00","2025-02-09T17:43:05.169+00:00",[],"Erratum",{"abstract":114,"title":116},{"EN":115},"This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108\u002Feb006059. When citing the article, please cite: Philip D. Cooper, Ralph W. Jackson, (1988), “APPLYING A SERVICES MARKETING ORIENTATION TO THE INDUSTRIAL SERVICES SECTOR”, Journal of Business & Industrial Marketing, Vol. 3 Iss 2 pp. 51 - 54.",{"EN":112},"https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002Feb024744\u002Ffull\u002Fhtml",[],{"url":117,"publisher":120,"properties":127},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":121,"slug":9,"properties":122,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":124,"manageAffiliations":125,"indexDatabases":126,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":123},{"EN":12},[],[],[],{"volume":128,"pages":129,"issue":131},{"VOID":80},{"VOID":130},"67-70",{"VOID":106},{"id":133,"createTime":134,"updateTime":135,"relativeEntities":136,"slug":137,"properties":138,"entityType":34,"verifyStatus":14,"verifyTime":135,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":143,"fullTextUrl":9,"authors":144,"publicationType":38,"publisherRelationship":145,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"88ae970a-45fb-4f65-b207-7a08ea43e8ac","2024-02-23T05:57:44.621+00:00","2025-02-21T17:04:05.174+00:00",[],"Information-search-for-home-medical-and-financial-services-by-mature-consumers",{"abstract":139,"title":141},{"EN":140},"– The purpose of this paper is to examine the information search behaviors of mature consumers (age 55 and older) for new service purchases across several contexts., – Almost 200 mature consumers in the Midwestern USA were surveyed regarding new home, medical, or financial service purchases made within the past 12 months. Questions regarding information search, importance of different information sources, satisfaction with the service decision, and demographics were collected., – Mature consumers consulted few information sources for service decisions, irrespective of context. Service context did affect the number of service providers considered; significantly fewer providers were considered for medical and financial services than for home services. Information search was negatively related to age, but unrelated to service outcome satisfaction and responsibility for the decision., – No comparison was made between the search behavior of older and younger consumers. Although the breadth of information search was examined, the depth of search within each type of information source was not. As a descriptive study, it was not possible to address why such little external search was conducted. A convenience sample was used., – Mature consumers conducted more external search for less‐involved service contexts (e.g. home services) than for those more‐involved (e.g. medical and financial services). Companies are beginning to realize the value of maintaining relationships with mature consumers; the results may suggest ways to improve those relationships with mature consumers by detailing the service decision process. Additionally, public policy interventions or education programs based on the work might help mature consumers to learn better service decision strategies., – A large range of ages was sampled in the study (respondents ranged from 55 to 93) and multiple responses were obtained from some participants across several service contexts, allowing for a within‐subjects design of the survey. It was then possible to explore the effect of context on the number of service providers considered and the number of external information sources consulted prior to purchase.",{"EN":142},"Information search for home, medical, and financial services by mature consumers","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876040910965566\u002Ffull\u002Fhtml",[],{"url":143,"publisher":146,"properties":153},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":147,"slug":9,"properties":148,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":150,"manageAffiliations":151,"indexDatabases":152,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":149},{"EN":12},[],[],[],{"volume":154,"pages":155,"issue":157},{"VOID":102},{"VOID":156},"226-235",{"VOID":106},{"id":159,"createTime":160,"updateTime":161,"relativeEntities":162,"slug":163,"properties":164,"entityType":34,"verifyStatus":14,"verifyTime":161,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":169,"fullTextUrl":9,"authors":170,"publicationType":38,"publisherRelationship":171,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"354e629d-b721-406b-9c84-9c9f4b714ca2","2024-01-12T23:39:01.653+00:00","2025-01-16T13:53:49.449+00:00",[],"PROBLEM-RECOGNITION-THE-CRUCIAL-FIRST-STAGE-OF-THE-CONSUMER-DECISION-PROCESS",{"abstract":165,"title":167},{"EN":166},"Since 1910, when John Dewey first introduced the five‐stage decision process, it has been a widely accepted concept and still serves as the central pillar of a popular consumer behavior model. These stages are Problem Recognition, Information Search, Alternative Evaluation, Choice, and Outcomes. The importance of these stages is attested to by the considerable attention devoted to most of them in numerous textbooks and journal articles. Such attention, however, has not come to the Problem Recognition stage. While some texts provide hypothetical descriptions of this “trigger” of the decision process, theoretical discussion and empirical support are surprisingly lacking. Journal literature fares even worse, with articles on the topic almost non‐existent. Lack of information on the topic is even more ironic when one considers that a purchase cannot occur unless a problem is recognized! The purpose of this article is to provide a detailed explanation of the Problem Recognition process. The results of the few empirical studies that have been done will be examined. In addition, a proposed model of the Problem Recognition process is presented. The implications of this material will be discussed as it relates to marketing.",{"EN":168},"PROBLEM RECOGNITION: THE CRUCIAL FIRST STAGE OF THE CONSUMER DECISION PROCESS","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002Feb024733\u002Ffull\u002Fhtml",[],{"url":169,"publisher":172,"properties":179},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":173,"slug":9,"properties":174,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":176,"manageAffiliations":177,"indexDatabases":178,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":175},{"EN":12},[],[],[],{"volume":180,"pages":181,"issue":183},{"VOID":80},{"VOID":182},"43-53",{"VOID":53},{"id":185,"createTime":186,"updateTime":187,"relativeEntities":188,"slug":189,"properties":190,"entityType":34,"verifyStatus":14,"verifyTime":199,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":200,"viewCount":15,"primaryUrl":202,"fullTextUrl":9,"authors":203,"publicationType":38,"publisherRelationship":204,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"815451b4-4cff-41d7-a862-24996eb39a6d","2024-02-02T10:14:32.153+00:00","2025-02-06T13:24:23.247+00:00",[],"An-empirical-assessment-of-consumers-evaluations-of-web-site-service-quality-conceptualizing-and-testing-a-formative-model",{"abstract":191,"title":194,"keywords":197},{"EN":192,"VI":193},"– The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth., – Data from an online survey of consumers across two studies were obtained., – The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty., – Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed., – E‐service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality., – The findings are of value to e‐service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e‐service researchers and practitioners, which could result in richer e‐service quality measures leading to improved marketing decision making and web site quality management.","– Mục tiêu của nghiên cứu này là phát triển và kiểm tra một khái niệm và mô hình cụ thể về chất lượng dịch vụ trang web và ảnh hưởng của chất lượng dịch vụ trang web đối với lòng trung thành của nhà cung cấp dịch vụ điện tử và truyền miệng. – Dữ liệu từ một cuộc khảo sát trực tuyến với người tiêu dùng trong hai nghiên cứu đã được thu thập. – Kết quả hỗ trợ khái niệm hóa và vận hành chất lượng dịch vụ trang web cũng như các tác động của nó đến truyền miệng và lòng trung thành. – Các tác động trong việc đo lường nhận thức của người tiêu dùng về chất lượng dịch vụ trang web được nhấn mạnh cho các nhà nghiên cứu, và những hướng đi cho nghiên cứu trong tương lai được thảo luận. – Các nhà cung cấp dịch vụ điện tử nên xem xét cẩn thận trải nghiệm của khách hàng trên trang web của họ và các nỗ lực quản lý của họ để đảm bảo rằng họ thiết kế và cung cấp mức độ chất lượng dịch vụ phù hợp, được phát triển thông qua các thành phần cụ thể của chất lượng dịch vụ trang web. – Những phát hiện này có giá trị cho các thực hành viên dịch vụ điện tử trong việc quản lý chất lượng dịch vụ trang web và cung cấp hỗ trợ thực nghiệm cho sự khái niệm hóa hình thành của nó. Sự chú ý ở đây về mô hình hình thành sẽ kích thích thảo luận giữa các nhà nghiên cứu và thực hành viên dịch vụ điện tử, điều này có thể dẫn đến các biện pháp chất lượng dịch vụ điện tử phong phú hơn, từ đó cải thiện việc ra quyết định tiếp thị và quản lý chất lượng trang web.",{"EN":195,"VI":196},"An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model","Đánh giá thực nghiệm về sự đánh giá của người tiêu dùng đối với chất lượng dịch vụ trang web: Khái niệm hóa và thử nghiệm một mô hình hình thành",{"VI":198},"Chất lượng dịch vụ trang web, lòng trung thành của nhà cung cấp dịch vụ điện tử, truyền miệng, mô hình hình thành, trải nghiệm của khách hàng","2025-02-05T14:29:12.521+00:00",[201],"VI","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876041211257909\u002Ffull\u002Fhtml",[],{"url":202,"publisher":205,"properties":212},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":206,"slug":9,"properties":207,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":209,"manageAffiliations":210,"indexDatabases":211,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":208},{"EN":12},[],[],[],{"volume":213,"pages":215,"issue":217},{"VOID":214},"26",{"VOID":216},"419-434",{"VOID":218},"6",{"id":220,"createTime":221,"updateTime":221,"relativeEntities":222,"slug":9,"properties":223,"entityType":34,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":228,"fullTextUrl":9,"authors":229,"publicationType":38,"publisherRelationship":230,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"07021b60-a19a-47fd-b57a-07836507a3ec","2024-01-29T12:04:09.472+00:00",[],{"abstract":224,"title":226},{"EN":225},"– This research aims to build on recent advances in services marketing theory to propose and evaluate empirically a model of online customer satisfaction and its key antecedent and consequent constructs. This research also aims to establish the role of attribution and disconfirmation within this context., – An online survey is utilized to collect data and the proposed theoretical model is estimated using structural equation modeling via the AMOS software., – The findings indicate that perceived value may both directly and indirectly (via disconfirmation) affect not just satisfaction, but it may also indirectly affect attribution via disconfirmation., – This research contributes to extant literature via further extending theory related to customer satisfaction in the online environment. For example, one major contribution of the study pertains to illustrating the role of perceived value in affecting an online shopper's satisfaction. Since satisfaction and attribution further influence website loyalty and repurchase intentions, websites that desire long‐term customer loyalty and resultant success must ensure that customers perceive their website to provide them with great value. Such companies must also strive to establish systems to ensure that all the company's marketing activities and practices are geared toward ensuring that customers consistently perceive good value. Other ways in which the current study provides significant value to extant research is by exploring the role of attribution and disconfirmation in the online context.",{"EN":227},"An empirical test of a proposed customer satisfaction model in e‐services","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876040810889166\u002Ffull\u002Fhtml",[],{"url":228,"publisher":231,"properties":238},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":232,"slug":9,"properties":233,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":235,"manageAffiliations":236,"indexDatabases":237,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":234},{"EN":12},[],[],[],{"volume":239,"pages":241,"issue":243},{"VOID":240},"22",{"VOID":242},"399-408",{"VOID":244},"5",{"id":246,"createTime":247,"updateTime":247,"relativeEntities":248,"slug":9,"properties":249,"entityType":34,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":254,"fullTextUrl":9,"authors":255,"publicationType":38,"publisherRelationship":256,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"a9d4f421-0a9a-4f1d-bebe-ed3b3bb35ad7","2024-01-30T08:43:16.119+00:00",[],{"abstract":250,"title":252},{"EN":251},"– Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in online feedback forums, among customers who participate in frequent‐flier programs in the airline industry., – The study employs a variation of the critical incident technique (CIT) referred to as the critical internet feedback technique (CIFT). Qualitative data of customer reviews of 13 different frequent‐flier programs posted on the internet were collected and analyzed with regard to frustration incidents, verbal and non‐verbal emotional effects and types of dysfunctional word‐of‐web customer behavior. The sample includes 141 negative customer reviews based on non‐recommendations and low program ratings., – Problems with loyalty programs evoke negative emotions that are expressed in a spectrum of verbal and non‐verbal negative electronic word‐of‐mouth. Online dysfunctional behavior can vary widely from low ratings and non‐recommendations to voicing switching intentions to even stronger forms such as manipulation of others and revenge intentions., – Results have to be viewed carefully due to methodological challenges with regard to the measurement of emotions, in particular the accuracy of self‐report techniques and the quality of online data. Generalization of the results is limited because the study utilizes data from only one industry. Further research is needed with regard to the exact differentiation of frustration from related constructs. In addition, large‐scale quantitative studies are necessary to specify and test the relationships between frustration incidents and subsequent dysfunctional customer behavior expressed in negative word‐of‐web., – The study yields important implications for the monitoring of the perceived quality of loyalty programs. Management can obtain valuable information about program‐related and\u002For relationship‐related frustration incidents that lead to online dysfunctional customer behavior. A proactive response strategy should be developed to deal with severe cases, such as sabotage plans., – This study contributes to knowledge regarding the limited research of online dysfunctional customer behavior as well as frustration incidents of loyalty programs. Also, the article presents a theoretical “customer frustration‐defection” framework that describes different levels of online dysfunctional behavior in relation to the level of frustration sensation that customers have experienced. The framework extends the existing perspective of the “customer satisfaction‐loyalty” framework developed by Heskett et al.",{"EN":253},"Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876041011072564\u002Ffull\u002Fhtml",[],{"url":254,"publisher":257,"properties":264},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":258,"slug":9,"properties":259,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":261,"manageAffiliations":262,"indexDatabases":263,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":260},{"EN":12},[],[],[],{"volume":265,"pages":267,"issue":269},{"VOID":266},"24",{"VOID":268},"446-457",{"VOID":218},{"id":271,"createTime":272,"updateTime":273,"relativeEntities":274,"slug":275,"properties":276,"entityType":34,"verifyStatus":14,"verifyTime":273,"verifyNote":35,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"primaryUrl":281,"fullTextUrl":9,"authors":282,"publicationType":38,"publisherRelationship":283,"citationCount":9,"citationInfo":9,"publishDate":9,"publishYear":9,"citationAnalyzeStatus":14,"lastCitationAnalyze":9,"indexDatabases":9,"openAccess":9,"references":9,"isForceReanalyzing":54},"b8ae6267-67c8-4213-b4d3-b7420739c08e","2023-12-08T16:30:16.531+00:00","2025-02-26T07:37:55.222+00:00",[],"Product-management-and-the-marketing-of-financial-services",{"abstract":277,"title":279},{"EN":278},"One of the most important developments in banking is the increased emphasis on marketing a wide array of financial services. This emphasis has led to the adoption of the product management system in one form or another by many large, full‐service commercial banks. The transition to a product management system has required banks to change how they organize and manage their operations. Examines several of the major challenges and issues faced by product managers in the banking environment, namely, the identification of the product managers’ task responsibilities; the role of organizational support in facilitating product management; the influence of organizational culture; and the impact of power and conflict on product managers and the product management system. Also examines how product managers assess their job performance, work satisfaction, and the performance of the overall product management system in their bank. Develops directions for future research as well as several managerial recommendations to improve product management performance in banking.",{"EN":280},"Product management and the marketing of financial services","https:\u002F\u002Fwww.emerald.com\u002Finsight\u002Fcontent\u002Fdoi\u002F10.1108\u002F08876049710168519\u002Ffull\u002Fhtml",[],{"url":281,"publisher":284,"properties":291},{"id":6,"createTime":7,"updateTime":7,"relativeEntities":285,"slug":9,"properties":286,"entityType":13,"verifyStatus":14,"verifyTime":9,"verifyNote":9,"syncStatus":14,"languages":9,"translateLanguages":9,"viewCount":15,"subjectFields":288,"manageAffiliations":289,"indexDatabases":290,"url":9,"thumbnailPath":9,"statistic":9,"gsStatistic":9,"type":9,"analyzePriority":9},[],{"title":287},{"EN":12},[],[],[],{"volume":292,"pages":294,"issue":296},{"VOID":293},"11",{"VOID":295},"128-149",{"VOID":80}]