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All Outputs (15)

Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing (2018)
Journal Article
Krisjanous, J., & Carruthers, J. (2018). Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing. Qualitative Market Research: An International Journal, 21(2), 232-252. https://doi.org/10.1108/QMR-12-2016-0123

© 2018, Emerald Publishing Limited. Purpose: Ghost tours are an important part of tourism in many towns and cities around the world. Described as light dark tourism, they are a mix of the macabre and entertainment. Ghost tours are usually small busin... Read More about Walking on the light side: Investigating the world of ghost tour operators and entrepreneurial marketing.

The epistemological foundations of music piracy in the digital marketplace (2015)
Journal Article
Kepple-Palmer, M., Carruthers, J., Davies, C., Parry, G., & Keppel-Palmer, M. (2015). The epistemological foundations of music piracy in the digital marketplace. Foresight and STI Governance, 9(4), 42-53. https://doi.org/10.17323/1995-459X.2015.4.42.53

This paper examines the fundamental epistemological gap between the consumers and producers of digitally based products. Using the music industry and the significance of digital products in this arena as a case study of evolving relationships between... Read More about The epistemological foundations of music piracy in the digital marketplace.

Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students (2013)
Journal Article
Ashill, N. J., Carruthers, J., Krisjanous, J., Ashill, N., & Eccarius, K. (2013). Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students. Psychology and Marketing, 30(10), 874-890. https://doi.org/10.1002/mar.20652

This exploratory study proposes and tests a theoretical model that analyzes threat appeals in regard to their effectiveness for high-anxiety students, one of the major target groups for counseling services. In particular, affective and cognitive resp... Read More about Scared stiff? The effectiveness of threat appeals in counseling services advertising to high-anxiety students.

Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees (2009)
Journal Article
Thirkell, P., Rod, M., Ashill, N. J., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338-350. https://doi.org/10.1108/08876040910973440

Purpose - This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on se... Read More about Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees.

An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study (2009)
Journal Article
Shao, J., Rod, M., Ashill, N. J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence and Planning, 27(1), 103-126. https://doi.org/10.1108/02634500910928344

Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.... Read More about An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study.

The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context (2008)
Journal Article
Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437-462. https://doi.org/10.1080/09652540802480944

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline emp... Read More about The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context.

The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise (2008)
Journal Article
Rod, M., Ashill, N. J., & Carruthers, J. (2008). The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise. Journal of Retailing and Consumer Services, 15(1), 22-31. https://doi.org/10.1016/j.jretconser.2007.02.002

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the da... Read More about The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise.

Pharmaceutical marketing return-on-investment: A European perspective (2007)
Journal Article
Rod, M., Ashill, N. J., & Carruthers, J. (2007). Pharmaceutical marketing return-on-investment: A European perspective. International Journal of Pharmaceutical and Healthcare Marketing, 1(2), 174-189. https://doi.org/10.1108/17506120710763013

Purpose: A key objective of the 5th Annual Pharmaceutical Congress "Marketing ROI for Pharma" conference was to illustrate how in the midst of a very turbulent environment, and with higher demand for pharmaceutical marketers to deliver bigger profits... Read More about Pharmaceutical marketing return-on-investment: A European perspective.

Purchaser-provider interaction in UK public health: Improving stakeholder cooperation (2007)
Journal Article
Carruthers, J., Rod, M., & Ashill, N. J. (2007). Purchaser-provider interaction in UK public health: Improving stakeholder cooperation. International Journal of Pharmaceutical and Healthcare Marketing, 1(1), 12-26. https://doi.org/10.1108/17506120710740252

The purpose of this paper is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, it examines the nature of cooperation between the providers of healthcare services (hospitals) and those who... Read More about Purchaser-provider interaction in UK public health: Improving stakeholder cooperation.

The effect of management commitment to service quality on employees affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector (2006)
Journal Article
Ashill, N., Carruthers, J., & Krisjanous, J. (2006). The effect of management commitment to service quality on employees affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector. International Journal of Nonprofit and Voluntary Sector Marketing, 11(4), 271-287. https://doi.org/10.1002/nvsm.281

Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation (2006)
Journal Article
Rod, M., Carruthers, J., & Ashill, N. J. (2006). Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation. Qualitative Market Research: An International Journal, 9(1), 86-102. https://doi.org/10.1108/13522750610640576

Purpose - The purpose is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, the paper examines the nature of cooperation between the providers of healthcare services (hospitals) and those... Read More about Mapping and assessing the key management issues influencing UK public healthcare purchaser-provider cooperation.

Antecedents and outcomes of service recovery performance in a public health-care environment (2005)
Journal Article
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health-care environment. Journal of Services Marketing, 19(5), 293-308. https://doi.org/10.1108/08876040510609916

Purpose - This paper proposes investigating a model of service recovery performance in a public health-care setting. Design/methodology/approach - Frontline hospital staff (administrative and nursing staff) representing a range of out-patient departm... Read More about Antecedents and outcomes of service recovery performance in a public health-care environment.