تأثیر منابع مرتبط با خدمات بر نتایج کارمند و مشتری در نمایشگاه تجاری
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تأثیر منابع مرتبط با خدمات بر نتایج کارمند و مشتری در نمایشگاه تجاری

عنوان فارسی مقاله: تأثیر منابع مرتبط با خدمات بر نتایج کارمند و مشتری در نمایشگاه تجاری
عنوان انگلیسی مقاله: Effect of service-related resources on employee and customer outcomes in trade shows
مجله/کنفرانس: مدیریت بازاریابی صنعتی - Industrial Marketing Management
رشته های تحصیلی مرتبط: مدیریت
گرایش های تحصیلی مرتبط: بازاریابی، مدیریت منابع انسانی
کلمات کلیدی فارسی: نمایش تجارت ، رهبری خدمات ، فناوری خدمات ، توانمندسازی ، مشتری مداری ، رضایت شغلی ، کیفیت تعامل
کلمات کلیدی انگلیسی: Trade show، Service leadership، Service technology، Empowerment، Customer orientation، Job satisfaction، Interaction quality
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
نمایه: Scopus - Master Journals List - JCR
شناسه دیجیتال (DOI): https://doi.org/10.1016/j.indmarman.2018.07.012
دانشگاه: Effect of service-related resources on employee and customer outcomes in trade shows
ناشر: الزویر - Elsevier
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2019
ایمپکت فاکتور: 6/511 در سال 2018
شاخص H_index: 114 در سال 2019
شاخص SJR: 2/375 در سال 2018
شناسه ISSN: 0019-8501
شاخص Quartile (چارک): Q1 در سال 2018
فرمت مقاله انگلیسی: PDF
تعداد صفحات مقاله انگلیسی: 12
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: بله
آیا این مقاله مدل مفهومی دارد: دارد
آیا این مقاله پرسشنامه دارد: ندارد
آیا این مقاله متغیر دارد: دارد
کد محصول: E11512
رفرنس: دارای رفرنس در داخل متن و انتهای مقاله
فهرست انگلیسی مطالب

Abstract


1- Introduction


2- Conceptual framework and development of hypotheses


3- Method


4- Discussion


References

نمونه متن انگلیسی مقاله

Abstract


Despite widespread recognition of trade shows as a vehicle to provide services to visitors by exhibitors, there is a paucity of research in this area of special interest. Drawing on the resource-based view, we develop a research framework to examine the effects of service-related resources on exhibitor's personnel attitudes and visitor responses. We collected on-site data from 151 exhibitor's personnel and 366 visitors during a trade show. These responses were matched at the exhibitor level to test the research framework. We found a positive effect of service leadership and service technology in developing a customer-oriented service strategy with satisfied employees. Additionally, we demonstrate that service leadership positively moderates the effect of service technology on customer orientation. In contrast, service leadership negatively moderates the effect of empowerment on customer orientation. This suggests that similar firm resources do not complement each other perhaps because they are substitutable. Finally, we show that service-related resources not only affect customer orientation but also influence job satisfaction of exhibitor personnel and visitors responses such as interaction quality, satisfaction, and word-of-mouth intentions.


Introduction


Trade shows are an important marketing vehicle for business-tobusiness organizations. Exhibitor's personnel perform several functions at a trade show such as conducting market research, identifying prospects, and strengthening relationships with existing customers (Geigenmüller & Bettis-Outland, 2012; Gottlieb, Brown, & Ferrier, 2014; Munuera & Ruiz, 1999). Additionally, trade shows facilitate the exchange of information about each exhibitor's products and innovations between their personnel and visitors (Kim & Mazumdar, 2016). Thus, exhibitors' personnel perform a crucial role in improving visitor reactions through service interactions when engaging with visitors at trade shows (Baron, Harris, & Harris, 2001). Providing resources to exhibitor's personnel is particularly important because resources enable them to offer value-added services by facilitating interactions and fostering close relationships with the visitors (Rinallo, Bathelt, & Golfetto, 2017; Sarmento & Simões, 2018). The trade show literature has argued that firm resources are likely to enhance trade show performance (Ling-Yee, 2007a). Organizations generally provide tangible and intangible resources to employees to enhance firm performances (Lee & Grewal, 2004). Because personnelvisitor interaction episodes at trade shows play a crucial role in determining trade show performance (Rinallo et al., 2017), this study considered firm resources relevant to personnel attitudes and engagement with visitors and in implementing trade show strategy. We focus on service leadership and employee empowerment as intangible resources and service technology as a tangible resource. Thus, we examine the impact of both tangible and intangible resources on exhibitor's personnel's ability to develop customer orientation in a trade show context.

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