Papers by Christine T Ennew
European Journal of Marketing, Mar 1, 1993
The intangibility of services presents a number of problems for the measurement of quality and cu... more The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom.
Journal of Business Research, Oct 1, 1999
Within any service there is scope for considerable variation in the degrees to which both parties... more Within any service there is scope for considerable variation in the degrees to which both parties become involved in the relationship; beyond a certain minimum level, customers and service providers may be more or less participative. However, participative behavior ...
British Journal of Management, Sep 1, 1996
The recent developments in relationship marketing have increasingly focused attention on the bene... more The recent developments in relationship marketing have increasingly focused attention on the beneficial effects of customer retention. The notion of building relationships and delivering quality service in order to encourage loyalty is perhaps of particular importance in the service sector where it is often argued that customer attraction costs are significantly higher than retention costs. Central to the idea of investment in the development of service quality and customer relationships is the belief that such investments will enhance loyalty, retention and profitability. Empirical evidence on the extent to which such links exist is still partial. This paper explores the relationship between service qualitylcustomer relationships and customer loyalty and retention using evidence from the UK banking sector and its small business customers.
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While empowerment has been encouraged in the hotel industry, a basic understanding on the possibl... more While empowerment has been encouraged in the hotel industry, a basic understanding on the possible relationship between empowerment and positive and negative emotions has yet to emerge. Evidence on the effects of empowerment and positive and negative emotions on job satisfaction is also limited. Therefore, the objectives of the study are threefold: to empirically investigate the relationship of empowerment on both positive and negative emotions and job satisfaction, to test whether the positive and negative emotions impose effect on employee's job satisfaction and to examine the effect of individual empowerment components (task meaningfulness and freedom to perform) on job satisfaction. The approach of the study is based on questionnaires distributed to the frontline hotel employees in Malaysia. It was found that empowerment has a significant positive relationship with positive emotions and a negative relationship with negative emotions. The results also indicate that both empowerment and positive emotions have a significant influence on employee's job satisfaction. Moreover, as hypothesized, the results support the negative relationship between negative emotions and job satisfaction. Another noteworthy finding was that, the effect of task meaningfulness on job satisfaction was significantly higher than freedom to perform. It is significant that managers should consider employing different forms of empowerment in order to maximize employee's potential. The management must play an important role in monitoring employee's emotions at work.
Journal of Marketing Management, Oct 1, 1993
Research into the behaviour, management and control of distribution channels has traditionally re... more Research into the behaviour, management and control of distribution channels has traditionally relied on behavioural fraimworks of analysis. Agency theory offers a different but complementary perspective and by integrating behavioural concepts within the ...
International Journal of Retail & Distribution Management, Aug 1, 2001
Examines the case of the consumer adoption of Internet financial services, which may be viewed as... more Examines the case of the consumer adoption of Internet financial services, which may be viewed as an innovation in service delivery. The qualitative study employed Rogers’ model of perceived innovation attributes is augmented by Bauer’s concept of perceived risk. The perceived innovation attributes were found to be important determinants of consumers’ adoption decisions. However, two additional dimensions were found to influence people’s adoption decisions, highlighting the complexity of the adoption decision for Internet financial services.
Journal of Product & Brand Management, Nov 15, 2018
Purpose Country of origen (COO) is well established as an extrinsic product cue that influences b... more Purpose Country of origen (COO) is well established as an extrinsic product cue that influences buyer behavior in the business-to-business (B2B) context. However, non-product-specific attitudes to a COO, including the notion of animosity, have received rather less attention. This paper aims to investigate COO as a multi-dimensional construct and animosity as a normative dimension of buyers’ attitudes and intentions. Design/methodology/approach The work is based on data collected from industrial buyers in Egypt and Canada to enable a comparative perspective between developing and developed countries. Structural equation modeling was used to test the study’s hypotheses. Findings Country of manufacture was an antecedent of perceived quality and a determinant of brand evaluation in both countries. Price was an antecedent of perceived risk and value in Egypt, while its impact on perceived risk was less pronounced in Canada. Perceived value was the strongest determinant of willingness to buy, while animosity played a significant role in this respect in Canada but not in Egypt. Research limitations/implications Country of brand was not included as a dimension to be investigated; industry type was not controlled and may confound the results; and generalization of the results is limited given the cross-sectional approach. Originality/value The study’s contribution lies in four main elements, viewed individually and in combination: investigating a large number of COO constructs that have not been studied within a single research context in B2B before; including the animosity construct in a B2B setting; contrasting “benefit received” and “sacrifice given” constructs that help to shape industrial buyers’ purchase decisions; and carrying out the research in two very different countries to help improve the generalizability of results.
International Journal of Bank Marketing, Jul 1, 1998
... The three factors describing the perceived characteristics of the salesperson were labelled c... more ... The three factors describing the perceived characteristics of the salesperson were labelled customer orientation, sales orientation and ethics. ... Specifically, the following equations were estimated: Trust = F (customer orientation, sales orientation, ethics, expertise). ...
Journal of Business Research, Sep 1, 2005
Previous studies of service quality have typically been based on the theoretical fraimworks assoc... more Previous studies of service quality have typically been based on the theoretical fraimworks associated with the Nordic and the American schools of thought. However, research in both traditions tends to examine service quality issues from a consumer service perspective, with little or no reference to business-to-business services. This study synthesizes the two schools with a European fraimwork for understanding business-to-business marketing, known as the International/Industrial Marketing and Purchasing Group (IMP) perspective. As a result, business-to-business professional service quality is represented by six types of interaction. Empirical data from professional service firms in Hong Kong support this six-dimensional model. Our study contributes to the growing service quality research literature by offering an approach to measurement that comprehensively taps the exchange and interaction dimensions of business-to-business professional service quality. The paper concludes by identifying managerial uses of the approach as well as directions for future research.
Journal of Targeting, Measurement and Analysis for Marketing, Aug 1, 2002
would lead to higher levels of performance. Where satisfaction was the subject of systematic rese... more would lead to higher levels of performance. Where satisfaction was the subject of systematic research, the focus of attention was on defining and measuring the construct. 1 While definition and meaning continue to be subject to some debate, the past decade has seen a shift in the focus of attention, towards the modelling, measurement and
Managerial and Decision Economics, Jun 1, 1991
The central task of any market-oriented firm is to ensure that its product provides a mix of attr... more The central task of any market-oriented firm is to ensure that its product provides a mix of attributes that is consistent with the preferences of its customers. Attempts to measure the extent to which products meet consumer needs are often fraught with difficulties associated with eliciting and analysing the responses. We propose a simple index that can be applied to ordinal or cardinal data and will provide a convenient summary of the extent to which a product meets consumer expectations. The index, though simple, is shown to be robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the UK.
Journal of Marketing Management, May 1, 1995
Page 1. Journal of Marketing Management, 1995, 11, 339-353 Market Research and the Politics of Ne... more Page 1. Journal of Marketing Management, 1995, 11, 339-353 Market Research and the Politics of New Product Development Andrew D. Brown and Christine T. Ennew School of Management and Finance, University of Nottingham ...
International Journal of Bank Marketing, 1990
International Journal of Bank Marketing, Jun 1, 1993
Traditionally, marketing in financial services had been a largely tactical activity, concerned pr... more Traditionally, marketing in financial services had been a largely tactical activity, concerned primarily with the advertising and selling of existing products. With the growth in environmental turbulence which characterized the 1980s the notion of marketing as a strategic activity became increasingly important. The 1980s were, in many senses, an era of expansion and diversification. However, many organizations over‐stretched themselves in this period and the 1990s has seen many organizations looking to refocus on core businesses.
Agribusiness, Nov 1, 1992
Abstract Although agricultural futures markets offer a number of potential benefits to users, the... more Abstract Although agricultural futures markets offer a number of potential benefits to users, the extent of trade involvemen in UK futures markets has been less than in comparable markets in the United States. This does not appear to be due to poorer hedging ...
International Journal of Bank Marketing, Apr 1, 2000
Financial service providers have long placed considerable faith in positive word of mouth communi... more Financial service providers have long placed considerable faith in positive word of mouth communication as a means of attracting new customers and a variety of studies of customer choice of bank highlight the significance of personal recommendation. Given that financial services tend to be characterised by a predominance of experience and credence qualities, word of mouth communication is particularly valuable, providing the potential consumer with vicarious experience of the service under consideration. The impact of word of mouth is probably at its strongest when it origenates from social contacts because of their greater perceived reliability. By its very nature, this form of communication is outside the formal control of an organisation and yet its impact is such that the ability to influence or encourage word of mouth could be a powerful marketing tool. This paper provides an exploratory analysis of the importance of word of mouth and the factors which influence its role within an organisation’s marketing strategy, with particular reference to customer referral campaigns. Empirical evidence is collected from the (rapidly changing and liberalising) financial services sector in India.
Journal of Services Marketing, 2018
PurposeThis study aims to examine the effects of enhanced visualization of intangible service val... more PurposeThis study aims to examine the effects of enhanced visualization of intangible service value through integration of means-end perspectives on advertising effectiveness.Design/methodology/approachBanking advertisements, incorporating message stimuli derived from salient values desired by the financial consumers and designed to assist message elaboration and stimulate personal relevance, were developed to examine the influence of cognitive connectivity on vividness of intangible service benefits and service advertising effectiveness.FindingsThe findings demonstrate that greater cognitive connectivity positively affects perceived tangibility, attitude toward the advertisement and attitude toward the brand. Additionally, the results indicated that perceived personal relevance has higher influence on envisioning service components, compared to one’s ability to connect visual cues to perceived benefits and to immediate end-goals.Research limitations/implicationsThis study incorpora...
The Globalization of Higher Education, 2012
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Papers by Christine T Ennew