Search Results - "Voorhees, Clay"

Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies by Voorhees, Clay M., Brady, Michael K., Calantone, Roger, Ramirez, Edward

“…The results of this research suggest a new mandate for discriminant validity testing in marketing. Specifically, the authors demonstrate that the AVE-SV…”
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Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens by Voorhees, Clay M., Fombelle, Paul W., Gregoire, Yany, Bone, Sterling, Gustafsson, Anders, Sousa, Rui, Walkowiak, Travis

“…Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection…”
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Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation by Brocato, E. Deanne, Voorhees, Clay M., Baker, Julie

“…[Display omitted] ► We develop an Other Customer Perception (OCP) scale for use in service organizations. The scale dimensions are Similarity, Physical…”
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Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks by Voorhees, Clay M., Fombelle, Paul W., Bone, Sterling A.

“…The COVID-19 pandemic has transformed the way services are delivered. In this editorial, we shine a light on how frontline service employees are coping with…”
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Dynamic interplays between online reviews and marketing promotions by Zhang, Yufei, Voorhees, Clay M., Hult, G. Tomas M.

“…Customer reviews, price discounts, and free shipping are powerful drivers of online purchases. Prior research demonstrates their direct effects on consumer…”
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Effectiveness of Marketing Cues on Consumer Perceptions of Quality: The Moderating Roles of Brand Reputation and Third-Party Information by Akdeniz, Billur, Calantone, Roger J., Voorhees, Clay M.

“…ABSTRACT Consumers usually infer unobservable product quality by processing multiple‐quality cues in the environment. Prior research considering the…”
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Creating consumer attachment to retail service firms through sense of place by Brocato, E. Deanne, Baker, Julie, Voorhees, Clay M.

“…Fostering attachment between consumers and organizations is developing into a cornerstone of relationship marketing strategy. However, little is known about…”
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The effects of loyalty program introduction and design on short- and long-term sales and gross profits by Chaudhuri, Malika, Voorhees, Clay M., Beck, Jonathan M.

“…Loyalty programs (LPs) are marketing investments designed to foster behavioral loyalty among a firm’s best customers and, ultimately, increase firm…”
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The pursuit of counterfeited luxury: An examination of the negative side effects of close consumer–brand connections by Randhawa, Praneet, Calantone, Roger J., Voorhees, Clay M.

“…Over the past two decades, the counterfeiting industry has cost U.S. manufacturers over $200 billion. In this study, we extend current research on consumers'…”
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Native advertising effectiveness: The role of congruence and consumer annoyance on clicks, bounces, and visits by LaBrecque, Alexander C., Voorhees, Clay M., Khodakarami, Farnoosh, Fombelle, Paul W.

“…In response to increased avoidance of traditional banner advertising, publishers have turned to a subtler form of display advertising called native…”
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Identity change vs. strategy change: the effects of rebranding announcements on stock returns by Zhao, Yanhui, Calantone, Roger J., Voorhees, Clay M.

“…Firm rebranding efforts are inevitable; however, we have a limited understanding of the nature and performance implications of those rebranding decisions. This…”
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Service Sweethearting: Its Antecedents and Customer Consequences by Brady, Michael K., Voorhees, Clay M., Brusco, Michael J.

“…This research is the first to examine service sweethearting, an illicit behavior that costs firms billions of dollars annually in lost revenues. Sweethearting…”
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Customer success management, customer health, and retention in B2B industries by Hochstein, Bryan, Voorhees, Clay M., Pratt, Alexander B., Rangarajan, Deva, Nagel, Duane M., Mehrotra, Vijay

“…Customer Success (CS) Management is an emerging B2B marketing strategy. The task of CS management is to increase customer retention through dedicated and…”
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Cultivating Resilience in Organizational Frontline Employees by Good, Valerie, Fehl, Amy Greiner, LaBrecque, Alexander C., Voorhees, Clay

“…This research examines the antecedents and outcomes of organizational frontline employees’ (FLEs’) resilience. Developing a better understanding of resilience,…”
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Thirty Years of Service Failure and Recovery Research: Thematic Development and Future Research Opportunities From a Social Network Perspective by Liu, Dong, Zhao, Yanhui, Wang, Guocai, Schrock, Wyatt A., Voorhees, Clay M.

“…Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a…”
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Too much of a good thing? A multilevel examination of listening to music at work by Scott, Brent A, Awasty, Nikhil, Li, Shuqi, Conlon, Donald E, Johnson, Russell E, Voorhees, Clay M, Passantino, Liana G

“…Music listening has proliferated in the workplace, yet its effects have been overlooked, and classic investigations offer conflicting results. To advance our…”
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The Role of the Sales-Service Interface and Ambidexterity in the Evolving Organization: A Multilevel Research Agenda by Rapp, Adam A., Bachrach, Daniel G., Flaherty, Karen E., Hughes, Douglas E., Sharma, Arun, Voorhees, Clay M.

“…Despite a long history of independent sales and service functions within organizations, customers are pressuring organizations to rethink their sales and…”
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Conveying Trustworthiness to Online Consumers: Reactions to Consensus, Physical Store Presence, Brand Familiarity, and Generalized Suspicion by Benedicktus, Ray L., Brady, Michael K., Darke, Peter R., Voorhees, Clay M.

“…Etailers have been losing market share to brick and mortar retailers that also sell products online. Two related studies investigate means by which etailers…”
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Resource Scarcity Perceptions in Supply Chains: The Effect of Buyer Altruism on the Propensity for Collaboration by Wiedmer, Robert, Whipple, Judith M., Griffis, Stanley E., Voorhees, Clay M.

“…When faced with potential resource scarcities, purchasing managers have to make decisions regarding how to react to such scarcity threats. This can be…”
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Unintended effects of price promotions: Forgoing competitors’ price promotions strengthens incumbent brand loyalty by Pratt, Alexander B., Robinson, Stacey G., Voorhees, Clay M., Wang, Joyce (Feng), Giebelhausen, Michael D.

“…A majority of consumers resist switching brands when exposed to competitor sales promotions. Yet, in an effort to entice consumers to switch brands, firms…”
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