Purpose: The purpose of this paper is to: (1) better understand the structure (hierarchy) of customer goals providing conceptual clarity; and (2) propose a hierarchy of customer goals conceptual framework that explicates how healthcare customer goals are linked to drivers and outcomes, thus...

We present a test of antecedent volition under conditions of varying choice complexity. Using a stated preference design, decision makers make hypothetical transport choices under three decision scenarios. The choices are made under conditions of three, five, and seven alternatives per choice...

The transfer of locally created marketing strategies worldwide represents a key competitive advantage for multinational corporations (MNCs). Although a research topic of much interest, empirical content of past studies is scarce. Absorptive capacity studies typically test direct effects of...

Self-service technology is affecting the service encounter. The potential reduction in personal contact through self-service technology may affect assessments of consumer satisfaction and commitment, making it necessary to investigate self-service technology usage, particularly the long-term...

Ratings are the dominant approach to construct measurement in the social and behavioral sciences, including the applied business disciplines. The literature documents problems with the use of ratings, but workable alternatives are few. This paper proposes the use of rankings for construct...

This paper describes and applies a general approach for incorporating factors with structural equations into models for discrete choice. The approach gives form to the covariance matrix in random coefficient models. The factors act directly on the random coefficients as unobserved attributes....

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to...

Innovation is the key to organizational survival and therefore the study of processes that support innovation should be of interest to researchers and practitioners alike. Schein's multi-layered model of organizational culture offers a useful framework for thinking about processes that foster...