Channel structure, consumer involvement and perceived service quality: An empirical study of the distribution of a service

Csipak, James; Chebatf, Jean Charles; Venkatesan, V. V.

doi:10.1080/0267257x.1995.9964339

Cited by 5 publications

(3 citation statements)

References 17 publications

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“…Involvement has been defined by Rothschild (1984) (Celsi and Olson 1988;Zaichkowsky 1985). Csipak et al (1995) surmise that there are four key issues in the involvement literature: 1) types; 2) antecedents and consequences; 3) the temporal nature of involvement; and 4) measurement, suggesting that involvement is multi-faceted and complex. Some scholars discuss different levels of involvement from 'high to low' and 'situational and enduring' (Houston and Rothschild 1978;Laurent and Kapferer 1985;Rothschild 1979).…”

Section: Literature Reviewmentioning

confidence: 99%

“…These scales have been used, adapted and found to be valid in many research contexts including services and leisure (e.g. Bloch et al 2009;Csipak et al 1995;Kim et al 1997;McIntyre 1989;McIntyre and Pirgrim 1992;Park 1996) but they also have critics who have found them less reliable (e.g. Havitz and Dimanche 1999;Kyle and Chick 2002;Kyle et al 2006).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Involvement has been explored in relation to product knowledge, involvement 10 and decision making (Bei and Widdows 1999;Clarke and Belk 1978); customer loyalty in high and low involvement service settings (Bloemer and de Ruyter 1999); consumer involvement and perceived service quality (Csipak et al 1995);…”

Section: Literature Reviewmentioning

confidence: 99%

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Involvement, Tate, and me

Slater

Armstrong

2010

Journal of Marketing Management

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The involvement construct has been explored in relation to products, services and leisure but not in an art museum context. The purpose of this paper is to address this theoretical gap by drawing on the marketing and leisure literature to understand members' consumption of Tate using the involvement construct.Tate, a portfolio of four art museums in the UK has more than 90,000 members that receive a benefits package in return for a membership fee. Data were collected using an interpretive, qualitative approach. 59 face to face semistructured interviews were conducted with Tate Members during spring 2008.The narratives expose the complexity in exploring the involvement construct and the analysis revealed six new involvement characteristics: 1) Centrality and Pleasure; 2) Desire to Learn; 3) Escapism: Spirituality and Creativity; 4) Sense of Belonging and Prestige; 5) Physical; and 6) Drivers of Involvement. These are discussed in the context of previous studies into museum consumption, services and leisure involvement literature. The authors discuss how these findings may be transferred to other settings and the managerial implications for marketers and membership managers are considered.

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