The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior
Abstract
The authors examine behavioral outcomes following a customer-initiated contact (CIC) with a manufacturer and develop a framework to explain the impact of vendor performance during a CIC on a customer's share of category requirements with a focal brand and word-of-mouth incidence following contact. The authors propose customer characteristics and context-specific factors that may relate to differences in the key characteristics of the underlying source model of share of category requirements and word of mouth. The authors then assess the overall importance of the explanatory variables in the source model and simultaneously test for systematic differences related to CIC-specific factors using survey data from more than 1700 CICs that involve more than 60 brands. A key assumption in much prior research that has examined customer–firm interactions is that CIC-specific factors, if they are included at all, create an automatic regularity that must be controlled for. The authors propose and find an additional effect. The responsiveness to factors under a firm's control varies across CICs, and therefore firms that adapt their processing have an advantage. Rather than provide a uniform response to all CICs, the authors' results offer managers several guidelines on how to customize their responses to the various CIC types and how to improve the efficiency and effectiveness of their firms' CIC management efforts.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Consumers and Their Brands: Developing Relationship Theory in Consumer Research
Fournier, S. (1998) · Journal of Consumer Research · doi:10.1086/209515 · Cited by 7,542
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Cited by
Using Online Conversations to Study Word-of-Mouth Communication
Godes, D., & Mayzlin, D. (2004) · Marketing Science · doi:10.1287/mksc.1040.0071 · Cited by 2,601
The price is unfair! A conceptual framework of price fairness perceptions
Xia, L., Monroe, K. B., & Cox, J. L. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.1.42733 · Cited by 1,474
Filieri, R. (2015) · Journal of Business Research · doi:10.1016/j.jbusres.2014.11.006 · Cited by 1,083
A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy
Venkatesan, R., & Kumar, V. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.106.42728 · Cited by 948
A multi-stage model of word-of-mouth influence through viral marketing
De Bruyn, A., & Lilien, G. L. (2008) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2008.03.004 · Cited by 906
Firm-Created Word-of-Mouth Communication: Evidence from a Field Test
Godes, D., & Mayzlin, D. (2009) · Marketing Science · doi:10.1287/mksc.1080.0444 · Cited by 837
The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration
Reinartz, W. J., & Kumar, V. (2003) · Journal of Marketing · doi:10.1509/jmkg.67.1.77.18589 · Cited by 811
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525
Alexandrov, A., Lilly, B., & Babakus, E. (2013) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-012-0323-4 · Cited by 448
Brand Relationship Quality and Its Value for Personal Contact
Smit, E., Bronner, F., & Tolboom, M. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2006.06.012 · Cited by 233
Practice Prize Paper—Marketing's Profit Impact: Quantifying Online and Off-line Funnel Progression
Wiesel, T., Pauwels, K., & Arts, J. (2011) · Marketing Science · doi:10.1287/mksc.1100.0612 · Cited by 207
Mapping the customer journey: Lessons learned from graph-based online attribution modeling
Anderl, E., Becker, I., von Wangenheim, F., & Schumann, J. H. (2016) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2016.03.001 · Cited by 186
The Role of Metaperception on the Effectiveness of Referral Reward Programs
Wirtz, J., Orsingher, C., Chew, P., & Tambyah, S. K. (2013) · Journal of Service Research · doi:10.1177/1094670512462138 · Cited by 119
Metadata
- Authors
- Bowman, D., & Narayandas, D.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 2001-08
- Volume
- 38
- Issue
- 3
- Pages
- 281-297
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W1987090924
- Cited by
- 401
- References
- 8
- FWCI
- 23.89
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
