An exploratory investigation of consumer decision making for selected professional and nonprofessional services

Ettenson, Richard; Turner, Kathryn

doi:10.1108/08876049710168483

Cited by 25 publications

(19 citation statements)

References 24 publications

(26 reference statements)

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“…Presumably, the decision tasks are complex for consumers who hire a professional service provider to solve problems that require specialist task-related knowledge and expertise they do not have (Rouse, 1991). From the provider's viewpoint, the complexity of the decision is increased by the fact that professional services typically involve high levels of customization and client participation (Ettenson and Turner, 1997;Hausman, 2003). Customers are usually required to provide information about their tastes, budget, goals and objectives, or problem areas before a purchase decision can be made (Mills et al, 1983).…”

Section: The Purchase-decision Taskmentioning

confidence: 97%

“…Despite professional service providers' influence on the purchase decisions for many products and services, this aspect of their work has been given very little consideration in literature. Research on buying behaviour in the context of services has mainly focused on the use or selection of service providers (Ettenson and Turner, 1997;Farrell and Schroder, 1999;Gallouj, 1996;Hill and Neeley, 1988). An exception is made by authors who have contributed to the 'surrogacy' literature (e.g.…”

Section: Introductionmentioning

confidence: 98%

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Purchase decision-making within professional consumer services

Jaakkola¹

2007

Marketing Theory

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This article analyses purchase decision-making for products and services that are acquired and used by consumers, but chosen by professional service providers. This is done by comparing the distinct characteristics of purchase decision-making in the contexts of professional consumer services and organizational and consumer buying. Three aspects are elaborated on: the actors involved, the purchase-decision task, and the nature of the decision-making process. It is concluded that professional consumer services represents a unique setting for purchase decision-making and cannot be considered equivalent to the organizational or consumer setting. The article proposes a theoretical framework incorporating the typical characteristics of professional services as a decision-making context, specified in a set of propositions regarding the relative influence of the parties on the purchase decision. Practical and research implications are also presented.

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Section: The Purchase-decision Taskmentioning

confidence: 97%

Section: Introductionmentioning

confidence: 98%

Purchase decision-making within professional consumer services

Jaakkola¹

2007

Marketing Theory

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“…A number of interviewees stressed that a leading law firm like Firm Z could not afford to have bad WOM because a good reputation is essential in maintaining its position in the marketplace. Perhaps this explains why Murray (1991), Ettenson andTurner (1997), andNam et al (2010) suggested that WOM communication is particularly important for the service industry.…”

Section: Treating Every Job Seriously Regardless Of the Sizementioning

confidence: 93%

Client Relationship Marketing Practices: An Exploratory Study of the Legal Industry

Woo

Leelapanyalert

2014

Journal of Relationship Marketing

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This article aims to identify and examine the responsibilities of the marketing specialists and legal practitioners in the legal industry at different stages of the client relationship development process. A conceptual framework is proposed to analyse the single case study of this research. The relationship marketing practices of a global law firm were examined through fifteen in-depth semi-structured interviews with key personnel. Ten client relationship marketing practices were identified. Whereas organising and attending social events, managing the communications or interactions process, managing the cross-selling, service recovery, changing the impression, truly understanding clients' businesses and industries and other small little gestures are similar to the findings of Claycomb and Martin (2002), social bonds beyond the professional level, treating every job seriously regardless of the size, and utilising client relationship management software were three practices that emerged from this study. Although the ten practices presented are pivotal in contributing to a successful client relationship, further research is needed to examine the effects of each practice and the quality of the client relationship. This article demonstrates that in order to succeed in the highly competitive marketplace, law firms need to understand not only the potential outcomes of each relationship marketing practice but also how to practice it systematically. A new relationship development process model incorporating the

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“…Word of mouth is also critical in customers' purchase decision making (Bansal and Voyer 2000;Ettenson and Turner 1997;Gremler 1994), reduces switching behavior (Money 2004; For this reason, service companies make substantial investments in programs fostering customer referrals and communication among customers. These programs are primarily directed at the acquisition of new customers.…”

Section: Word Of Mouthmentioning

confidence: 99%

The Impact of Culture on Relationship Marketing in International Services

Schumann¹

2009

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An exploratory investigation of consumer decision making for selected professional and nonprofessional services

Cited by 25 publications

References 24 publications

Purchase decision-making within professional consumer services

Purchase decision-making within professional consumer services

Client Relationship Marketing Practices: An Exploratory Study of the Legal Industry

The Impact of Culture on Relationship Marketing in International Services

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