Establishing meaningful customer relationships: why some companies and brands mean more to their customers

Barnes, James G.

doi:10.1108/09604520310476445

Cited by 76 publications

(65 citation statements)

References 5 publications

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“…Customers' peace of mind derives form the fact that they are not merely focusing on economic and functional benefits, but increasingly also on social, ethical and environmental values (Inglehart, 1990;Norman and MacDonald, 2004), and the emotional dimensions of value (Barnes, 2003). An increasing number of companies, such as the Australian and Swedish furniture firms Koskela Design and Norrgavel, seek to provide solutions that offer their customers higher-order value beyond the direct, functional qualities of the products offered (Nordin, 2009).…”

Section: Take In Tablementioning

confidence: 99%

Solutions offerings: a critical review and reconceptualisation

Nordin

Kowalkowski

2010

Journal of Service Management

234

208

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Purpose -To offer a critical analysis of the literature of solutions offerings; to provide a new conceptual framework, incorporating dimensions that can distinguish between different kinds of solutions, and connect their different characteristics.Design/Methodology/Approach -A critical review of the relevant literature, both 28 contributions identified in a search of three major databases and a range of other published work for the broader perspective, illustrated by real-world examples.Findings -There is no unanimous and rigorous definition of solutions, but rather a number of often broad and generic descriptions that could be applied to a wide array of different offerings, if not generically.Research Limitations/Implications -The sample of subject-specific contributions to the literature may not have been sufficient, and a wider selection of keywords to identify them might have captured a richer variety of concepts and opinions.Originality/Value -This structured and critical review contributes to the literature on services and solutions, by developing a conceptual framework as a basis for future studies and current management strategy.

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Section: Take In Tablementioning

confidence: 99%

Solutions offerings: a critical review and reconceptualisation

Nordin

Kowalkowski

2010

Journal of Service Management

234

208

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“…Barnes, 2003). For more individualized products or for products that consumers are attached emotionally to, the magnitude of the effect of negative O-WOM on behavioral intentions might be different.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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“…However, the term"customer satisfaction" in marketing management itself has a very specific meaning. Barnes (2003) stated that customer satisfaction is the response to the need fulfillment. This means that the assessment toward an item or service or productitself provides a level of comfort associated with fulfillment of needthat can beunder the expectation or even exceeds the customer's expectations.…”

Section: Customer Satisfactionmentioning

confidence: 99%