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  • 1
    Electronic Resource
    Electronic Resource
    Identification of hymenoxone in Baileya multiradiata and Helenium hoopsii (1977)
    s.l. : American Chemical Society
    Journal of agricultural and food chemistry 25 (1977), S. 1304-1307 
    Details
    ISSN: 1520-5118
    Source: ACS Legacy Archives
    Topics: Agriculture, Forestry, Horticulture, Fishery, Domestic Science, Nutrition , Process Engineering, Biotechnology, Nutrition Technology
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1021/jf60214a027
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    Paper (German National Licenses)
    Fulltext
  • 2
    Electronic Resource
    Electronic Resource
    Beanie Babies: a case study in the engineering of a high-involvement/relationship-prone brand (2000)
    Bingley : Emerald
    The @journal of product & brand management 9 (2000), S. 78-98 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Provides an example of a firm's use of distinguishing product attributes to engineer and nurture strong consumer-brand relationships. Ty Inc., manufacturer of the popular Beanie Babies brand, has effectively engineered the brand to incorporate attributes of nostalgic value, personification, uniqueness, facilitation, engagement, aesthetic appeal, quality/excellence, association, social visibility and image congruence, and price risk. By incorporating these attributes and actively nurturing consumer-brand relationships, Ty has benefited from greater customer satisfaction, which has led to higher purchase volumes, brand loyalty, and positive word-of-mouth communications. The straightforward methodology used to examine customer perceptions of Beanie Babies involved asking respondents to rate Beanie Babies on the ten characteristics associated with high-involvement, relationship-prone products. The same measurement approach could be easily replicated by managers of other firms to evaluate the relational potency of their own brands.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610420010322143
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    Paper (German National Licenses)
    Fulltext
  • 3
    Electronic Resource
    Electronic Resource
    Behavioral biases in the service encounter: empowerment by default? (1999)
    Bingley : Emerald
    Marketing intelligence & planning 17 (1999), S. 192-201 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Discusses the findings of a study in which 309 service encounters between customers and customer-contact personnel in service businesses and retail stores were unobtrusively observed, to measure the occurrence of selected service behaviors (i.e. mostly interpersonal behaviors such as smiling, thanking customer, establishing eye contact, etc.), and to investigate possible behavioral biases. On average, only 72 percent of the measured behaviors were observed in each service encounter. Employees' behaviors were generally less likely to be observed when served customers were male, young, caucasian, or casually dressed. The propensity of frontline workers to systematically discriminate against some types of customers on bases that have little or nothing to do with customers' service requirements represents a downside of employee discretion dubbed as "empowerment by default".
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634509910275935
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    Paper (German National Licenses)
    Fulltext
  • 4
    Electronic Resource
    Electronic Resource
    The history, evolution and principles of services marketing: poised for the new millennium (1999)
    Bingley : Emerald
    Marketing intelligence & planning 17 (1999), S. 324-328 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The development and evolution of services marketing have been extraordinary. Provides a brief historical overview of services marketing, highlights its differences, then presents an extensive list of principles that attempts to reflect the current state of the field and provides a springboard for the further development of services marketing in the next millennium. The list provides guidelines for marketing managers and ideas for further research.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634509910301133
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    Paper (German National Licenses)
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  • 5
    Electronic Resource
    Electronic Resource
    Building customer relationships: an inventory of service providers' objectives and practices (2001)
    Bingley : Emerald
    Marketing intelligence & planning 19 (2001), S. 385-399 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: A study of 205 US commercial service providers, representing 31 two-digit SIC codes, identified companies' customer relationship-building objectives and practices. Of 42 possible relationship-building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open-ended, exploratory questions revealed 18 categories of relationship-building initiatives. The findings suggest that "customer relationship-building" means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship-building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practitioners and consumers in terms of knowledge development, prescriptions for success, and enhanced value and satisfaction, respectively.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/EUM0000000006109
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    Paper (German National Licenses)
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  • 6
    Electronic Resource
    Electronic Resource
    Building customer relationships: an inventory of service providers' objectives and practices (2002)
    Bradford : Emerald
    The @journal of services marketing 16 (2002), S. 615-635 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: A study of 205 US commercial service providers, representing 31 two-digit SIC codes, identified companies' customer relationship-building objectives and practices. Of 42 possible relationship-building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open-ended, exploratory questions revealed 18 categories of relationship-building initiatives. The findings suggest that "customer relationship-building" means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship-building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practitioners and consumers in terms of knowledge development, prescriptions for success, and enhanced value and satisfaction, respectively.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040210447342
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    Paper (German National Licenses)
    Fulltext
  • 7
    Electronic Resource
    Electronic Resource
    The export of e-services in the age of technology transformation: challenges and implications for international service providers (2004)
    Bradford : Emerald
    The @journal of services marketing 18 (2004), S. 560-573 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service sector represents one of the fastest growing areas of exports in the global trade. The Internet and e-commerce make it possible to sell a variety of services, ranging from airline tickets to financial services, from anywhere in the world, around the clock. International delivery of services through electronic means is creating value in the supply chain by the reduction of many of the barriers to entry. This paper focuses on the determinants influencing the diffusion and export of e-services across borders. The paper also presents strategic challenges, followed by implications for service providers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040410561884
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    Paper (German National Licenses)
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  • 8
    Electronic Resource
    Electronic Resource
    Blending services and crises: a few questions and observations (2005)
    Bradford : Emerald
    The @journal of services marketing 19 (2005), S. 346-350 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - Proposes stimulating future thought and research among service scholars and practicing service marketers as to the relevance of crises and crisis management issues in the service sector. Design/methodology/approach - This article offers the author's perspective of the issues discussed. Eight crisis-related questions are raised and discussed, with insights from various business leaders also woven into the discussion. Findings - Several themes are addressed, including: crisis-related issues (including crisis management) should be of particular interest to service organizations; although crises may be linked to specific dates or events, their occurrence is not necessarily random and unpredictable; a proactive approach to crisis management is called for; some organizations (e.g. small and powerless firms) may be more crisis-prone than others; the term "crisis" means different things to different people and is used in both negative and positive contexts; and when organizations are interconnected with partners or constituencies, it is not always clear who "owns" a crisis - the organization or those affected by it. Practical implications - To enhance service recovery efforts and ensure service continuity, the article promises to help practicing managers and service providers better understand the nature of crises and how crises might be effectively dealt with in their respective organizations. Originality/value - The article takes a fresh look at the issues, highlights their particular relevance in the service sector, and includes the perspectives of numerous well-known business leaders from around the world.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040510609952
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    Paper (German National Licenses)
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  • 9
    Electronic Resource
    Electronic Resource
    Relationship marketing: a high-involvement product attribute approach (1998)
    Bingley : Emerald
    The @journal of product & brand management 7 (1998), S. 6-26 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This study investigates consumers' affective attachments toward products, based on generalizable and managerially relevant product attributes. Two surveys of 123 consumers found that high-involvement, high-meaning products tend to share ten common attributes. The managerial implications of each attribute are discussed, including specific ways that brand managers and new product development teams can engineer relationships between brands and customers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610429810209700
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    Paper (German National Licenses)
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  • 10
    Electronic Resource
    Electronic Resource
    Competing in the service sector - The entrepreneurial challenge (2001)
    Bingley : Emerald
    International journal of entrepreneurial behaviour & research 7 (2001), S. 5-21 
    Details
    ISSN: 1355-2554
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Despite the rapid growth and lure of the service sector, entrepreneurs are well advised to consider the numerous competitive challenges encountered when owning and operating a service business. The unique nature of services (i.e. intangibility, heterogeneity, perishability, simultaneity) serves as a backdrop to accentuate the competitive landscapes in the service sector. To frame the analysis and discussion of the competitive environment for service businesses, the article applies Porter's conceptualization of the five sources of competition - rivalry among existing intra-industry firms; new entrants; substitutes; suppliers; and buyers. Discusses implications and suggestions for service entrepreneurs throughout the article.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/13552550110385718
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    Paper (German National Licenses)
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