Here you will find a bibliography of some of the
relevant research authored by our faculty in the last 20 years.
These readings have been published in scholastic journals, books,
and conference proceedings. For copies of articles, please contact us.
This list is sorted alphabetically
by author. Journal articles, books, book chapters, proceedings,
working papers, and other publications are listed separately.
Bagozzi and Dabholkar
(1994), “Consumer Recycling Goals and Their Effects on Decisions
to Recycle: A Means-End Chain Analysis,” Psychology
and Marketing, 1 (4) (July-August), 313-340.
Bagozz and Dabholkar (2000), “Discursive Psychology:
An Alternative Conceptual Foundation for Means-End Chain Analysis,”
Psychology and Marketing, 17, 535-586.
Bolfing and Woodruff (1988),
"Effects of Situational Involvement on Consumers' Use of
Standards in Satisfaction/Dissatisfaction Processes," Journal
of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,
l, l6-24.
Cadotte, Woodruff, and Jenkins (1987), "Expectations and Norms in Models of Consumer
Satisfaction," Journal of Marketing Research, XXIV
(August), 305-314.
Dabholkar. (1990), “How to Improve
Perceived Service Quality by Increasing Customer Participation,”
in Developments in Marketing Science, B. J. Dunlap, ed.,
Cullowhee, N.C.: Academy of Marketing Science, vol. XIII, 483
487.
Dabholkar (1991), “Using Technology
Based Self Service Options to Improve Perceived Service Quality,”
in Enhancing Knowledge Development in Marketing, Mary
C. Gilly et al. eds., Chicago: American Marketing Association,
534 535.
Dabholkar (1993), “Customer
Satisfaction and Service Quality: Two Constructs or One?”
in Enhancing Knowledge Development in Marketing, David
W. Cravens and Peter Dickson, eds., Chicago: American Marketing
Association, vol. 4, 10 18.
Dabholkar,
Johnston and Cathey (1994), “The Dynamics
of Long Term Business to Business Exchange Relationships,”
Journal of the Academy of Marketing Science, 22
(2), 130 145. (Finalist for best JAMS article in 1994)
Dabholkar (1994), “Incorporating
Choice into an Attitudinal Framework: Analyzing Models of Mental
Comparison Processes,” Journal of Consumer Research,
21 (June), 100 118.
Dabholkar and Thorpe (1994),
“Does Customer Satisfaction Predict Postpurchase Intentions?”
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 7, 161 171.
Dabholkar. (1995), “The Convergence
of Customer Satisfaction and Service Quality Evaluations with
Increasing Customer Patronage,” Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior, volume
8, 32 43.
Dabholkar (1995), “A Contingency
Framework for Predicting Causality between Customer Satisfaction
and Service Quality,” in Advances in Consumer Research,
Frank Kardes and Mita Sujan, eds., Provo, UT: Association for
Consumer Research, vol. 22, 101 108.
Dabholkar. (1996), “Consumer
Expectations of Technology Based Self Service Options: An Investigation
of Alternative Models of Service Quality,” International
Journal of Research in Marketing, 13 (1), 29 51.
Dabholkar, Thorpe and Rentz (1996), “A Measure of Service Quality for Retail
Stores: Scale Development and Validation,” Journal of
the Academy of Marketing Science, 24 (1), 3 16. (lead article)
(Finalist for best JAMS article in 1996) Abridged version in Stores,
(April) 1996, “Measuring the Dimensions of Retail Service
Quality.”
Dabholkar (1998), “Expectancy
Value Models in Consumer Research,” in The Elgar Companion
to Consumer Research and Economic Psychology, Peter E. Earl and
Simon Kemp, eds., Cheltenham, UK: Edward Elgar Publishing Limited,
200-208.
Dabholkar and Walls (1999),
“Service Evaluation and Switching Behavior for Experiential
Services,” Journal of Consumer Satisfaction, Dissatisfaction
and Complaining Behavior, volume 12, 123-137.
Dabholkar, Shepherd and
Thorpe (2000), “A Comprehensive
Framework for Service Quality: An Investigation of Critical Conceptual
and Measurement Issues Through a Longitudinal Study,” Journal
of Retailing, 76 (2), 139-173.
Dabholkar (2000), “Technology
in Service Delivery: Implications for Self-Service and Service
Support,” in Handbook of Services Marketing and Management,
Teresa A. Swartz and Dawn Iacobucci, eds., Sage Publications,
103-110.
Dabholkar and Bagozzi
(2002), “An Attitudinal Model of Technology-Based Self-Service:
Moderating Effects of Consumer Traits and Situational Factors,”
Journal of the Academy of Marketing Science, 30 (3),
184-201 (lead article).
Gardial, Woodruff, Burns, Schumann, and Clemons (1993), "Comparison
Standards: Exploring Their Variety and the Circumstances Surrounding
Their Use," Journal of Consumer Satisfaction, Dissatisfaction
and Complaining Behavior, 6, 663-73.
Gardial, Flint and Woodruff (1996), "Trigger Events: Exploring the Relationship
Between Critical Events and Consumers' Evaluations, Standards,
Emotions, Values and Behavior," Journal of Consumer Satisfaction,
Dissatisfaction and Complaining Behavior, 9, 35-51.
Garver and Flint, (1995)
“A Proposed Framework for Exploring Comparison Standards
at Various Stages of the Business-to-Business Evolution,”
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 8, 11-21.
Idassi, Young, Winistorfer, Ostermier and Woodruff (1994), "A Customer-Oriented
Marketing Method for Hardwood Lumber Companies," Forest Products
Journal, 44 (July/August), 67-73.
Mentzer and Krishnan (1985), "The
Effect of the Assumption of Normality on Inventory Control/Customer
Service," Journal of Business Logistics, 6 (1), 101-120.
Mentzer, Gomes and Krapfel
(1989), "Physical Distribution Service: A Fundamental Marketing
Concept," Journal of the Academy of Marketing Science,
17 (Winter), 53-62.
Mentzer and Pisharodi (1988),
"Transportation As An Industrial Marketing Service,"
Advances in Business Research, 3, 201-221.
Mentzer, Bienstock and
Kahn (1993), "Customer Satisfaction/Service Quality Research:
The Defense Logistics Agency," Journal of Consumer Satisfaction,
Dissatisfaction and Complaining Behavior, 6, 43-49.
Mentzer, Flint and
Kent, (1999) “Developing a Logistics Service Quality Scale,”
Journal of Business Logistics, 20 (1), 9-32.
Mentzer, Flint, and Hult, (2001) "Logistics Service Quality as a Segment-Customized
Process," Journal of Marketing, 65 (4), 82-104.
Moon, Mentzer, Reizenstein
and Woodruff (1998), "A Customer-Value-Based Approach
to MBA Marketing Education," Journal of Marketing Education,
20 (1), 53-62.
Sirgy, Mentzer, Rahtz
and Meadow, "Satisfaction With Health Care Services
Consumption and Life Satisfaction Among the Elderly," Journal
of Macromarketing, 11 (Spring, 1991), 24-39.
Waller, Dabholkar and
(2000), “Postponement,
Product Customization, and Market-Oriented Supply Chain Management,”
Journal of Business Logistics, 21 (2), 133-159.
Waller, Dabholkar and
Gentry (2000), “Postponement, Product
Customization, and Market-Oriented Supply Chain Management,”
Journal of Business Logistics, 21 (2), 133-159.
Woodruff, Cadotte and Jenkins (1983), "Modeling Consumer Satisfaction Processes
Using Experience-Based Norms," Journal of Marketing Research,
XX (August), 296-304.
Woodruff, Clemons, Schumann, Gardial and Burns (1991), "The
Standards Issue in CS/D Research: A Historical Perspective,"
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, 4, 103-109.
Woodruff (1993), "Developing and
Applying Consumer Satisfaction Research: Implications for Future
Research," Journal of Consumer Satisfaction, Dissatisfaction
and Complaining Behavior, 6, 1-11.
Abstract: Driven by more demanding
customers, global competition, and slow-growth economies and industries,
many organizations search for new ways to achieve and retain a
competitive advantage. Past attempts have largely looked internally
within the organization for improvement, such as reflected by
quality management, reengineering, downsizing, and restructuring.
The next major source for competitive advantage likely will come
from more outward orientation toward customers, as indicated by
the many calls for organizations to compete on superior customer
value delivery. Although the reasons for these calls are sound,
what are the implications for managing organizations in the next
decade and beyond? This article addresses this question. It presents
frameworks for thinking about customer value, customer value learning,
and the related skills that managers will need to create and implement
superior customer value strategies. (Reprinted by permission of
the publisher.)
Books
Woodruff and Gardial (1996),
Know Your Customer: New Approaches to Understanding Customer
Value and Satisfaction. Cambridge, MA: Blackwell Publishers,
338 pages.
Book Chapters
Gardial and Woodruff (2003), “Understanding Customer Value,” in Ernest R. Cadotte and Harry J. Bruce, eds. The Management of Strategy in the Market Place, Mason, Ohio: South-Western, 129-146.
Schumann, David. "Media Factors," The Psychology of Entertainment Media, edited by L. J. Shrum (2004).
Woodruff and Flint, “Research on Business-to-Business Customer Value and Satisfaction,” in Arch G. Woodside (ed.), Advances in Business Marketing and Purchasing, JAI Press, 2002
Woodruff and Gardial (1999), “Building Advantage Through Customer Value,” in Michael J. Stahl, ed., Perspectives in Total Quality. Cambridge, MA: Blackwell Publishers, 7-26.
Woodruff, Locander and Barnaby (1991), "Marketing in a Value-Oriented Organization,"
in Michael J. Stahl and Gregory M. Bounds, eds., Competing
Globally Through Customer Value. New York: Quorum Books,
566-585.
.
Proceedings Papers
Bienstock, Mentzer and Kahn, "How Are Service Firms Measuring and Managing Service
Quality/Customer Satisfaction?," 1996 Educators' Conference,
(Academy of Marketing Science, Coral Gables, FL), 161.
Bolfing and Woodruff (l988),
"Involvement and Product-in-Use Evaluations: The Key to Effective
Positioning Strategies," in Gary Frazier et al, eds., Efficiency
and Effectiveness in Marketing. Chicago: American Marketing Association,
l28-l33.
Burns and Woodruff (1990),
"Value: An Integrative Perspective," Curtis P. Haugtvedt
and Deborah E. Rosen, eds., Proceedings of the Society for Consumer
Psychology. Washington, D.C.: American Psychological Association,
59-64.
Burns and Woodruff (1992),
"Delivering Value to Consumers: Implications for Strategy
Development and Implementation," in Chris T. Allen et al,
eds., Marketing Theory and Applications. Chicago: American Marketing
Association, 209-216.
Cadotte, Woodruff and Jenkins (1982), "Norms and Expectations Predictions: How
Different are the Measures?" in Ralph L. Day and H. Keith
Hunt, eds., International Fare in Consumer Satisfaction and Complaining
Behavior. BloomingtonSchool of Business, Indiana University, 49-56.
Cathey, Schumann, Flint and
Garver (1995) "Seven Strategies for Trend Analysis of
Higher Education," paper presented at the AMA Conference
on Marketing Higher Education, 1995.
Cathey, Garver, Flint and Schumann,
(1995) “Scanning the Higher Education Environment: Strategies
Universities are Using to Respond to Change,” Sixth AMA
Symposium for the Marketing of Higher Education.
Cathey and Schumann (1995) Applying
a Value Perspective to the Marketing of Higher Education,"
paper presented at the AMA Conference on Marketing Higher Education,
1995.
Clemons and Woodruff (1992),
"Broadening the View of Consumer (Dis)satisfaction: A Proposed
Means-End Disconfirmation Model of CS/D," in Chris T. Allen
et al, eds., Marketing Theory and Applications. Chicago: American
Marketing Association, 413-421.
Flint and Woodruff, (1997)
“Issues in a Grounded Theory Study of Customer Desired Value
Change: Resolutions Using Phenomenology, Ethnography and Hermeneutics,”
Developments in Marketing Science, 1997 Academy of Marketing Science
Educators Conference, Elizabeth J. Wilson and Joseph F. Hair,
Jr. eds., 20, 134-139.
Flint and Mentzer, (1998) "Evaluating
Contributions to Logistics Knowledge," Proceedings of the
Twenty-Seventh Annual Transportation and Logistics Educators Conference,
James M. Masters, ed., Anaheim, CA: Ohio State University and
Council of Logistics Management, 1-12.
Flint and Woodruff, (1999)
"The Initiators of Changes in Customers' Desired Value: Results
from a Theory Building Study," Developments in Marketing
Science, 1999 Academy of Marketing Science Educators Conference,
Charles H. Nobel, ed., 22, 174.
Flint and Sutherland, (2000),
"Innovative Ways to Anticipate and Create Significant Logistics
Value," 2000 Annual Conference Proceedings of the Council
of Logistics Management, 407-426.
Flint and Maignan (2001),
" The Value of Corporate Citizenship to Business Customers:
Research Directions," Developments in Marketing Science,
2001 Academy of Marketing Science Educators Conference, Melissa
Moore and Robert Moore, ed., 24, 119-123.
Mentzer, Rutner and Matsuno
(1995), "Applying the Means-End Value Hierarchy Model to
Logistics," 1995 Educators' Conference, (Council of Logistics
Management: San Diego, CA), 165-180.
Mentzer, Matsuno and Rutner (1995), "Customer Value in Relational Exchange: Logistics
Customer Service Perspectives," 1995 Educators' Conference,
(American Marketing Association: Washington, DC), 246.
Overby and Woodruff (2001),
"A Conceptualization of the Influence of Culture Upon The
Customer Value Hierarchy," in Melissa Moore and Robert Moore,
eds., Developments in Marketing Science, Volume XXIV. Coral Gables,
Florida: The Academy of Marketing Science, 58-63.
Woodruff, Cadotte and Jenkins (1982), "Charting a Path for CS/D Research,"
in Ralph L. Day and H. Keith Hunt, eds., International Fare in
Consumer Satisfaction and Complaining Behavior. Bloomington, IN:
School of Business, Indiana University, 118-123.
Woodruff, Schumann and Clemons (1990), "Consumers' Reactions to Product Use
Experiences: A Study of the Meaning of Consumer Satisfaction and
Dissatisfaction," in Meryl P. Gardner, ed., Proceedings of
the Society for Consumer Psychology. Washington, D.C.: American
Psychological Association, 26-30.
Woodruff (1997),
"Customer Value: The Next Source for Competitive Advantage,"
Journal of the Academy of Marketing Science, V25 N2 P139-153.
Wright, Schumann,
Graves, Gardial and Woodruff (1994) "Extending
the Role of Advertising to Post Purchase Activity: Going Beyond
the Sale," Proceedings of the American Marketing Association
Winter Educators' Conference.
Woodruff, Gardial and Schumann (1993), "Understanding Value and Satisfaction
from the Consumer's Point of View," Survey of Business,
28 (Summer/Fall), 33-40.
Articles Under Review and Working Papers
Flint, Woodruff, Mentzer and Giunipero (2001), “Further Exploration
of Customer Desired Value Change,” under revision for second
review for the Journal of Marketing.
Foggin, James, Gardial and Woodruff (2000), “Customer Value Management in Third-Party
Logistics Channel Relationships,” working paper, The University
of Tennessee.
Garver, Gardial and
Woodruff (2000), “Customer Value, Loyalty, and
Revenge in Buyer Relationships with Salespersons,” under
revision for second review for the Journal of Marketing.
Golicic and Woodruff (2001),
“Evaluating Satisfaction in Interorganizational Relationships,”
working paper, The University of Tennessee
Overby, Gardial and Woodruff (2001), “The Influence of Culture Upon Desired
Customer Value Perceptions: A research Agenda, under revision
for second review for the Journal of the Academy of Marketing
Science.
Overby, Gardial and Woodruff (2001), “The Influence of National Culture Upon
Customer Value Perceptions: A Cross-Culture Empirical Examination
of French and American Consumers,” draft for submission
to the Journal of Marketing.
Customer Value/ Marketing Strategy Forum
Daniel J. Flint, Director
Customer Value/Mktg Strategy Forum
The University of Tennessee
College of Business
310 Stokely Management Ctr.
Knoxville, TN 37996-0530
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