
Andrew M. FarrellAston University · Aston Business School
Andrew M. Farrell
PhD, CMRS
Admin, Teaching, Research, watching basketball.
About
31
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Introduction
Associate Professor of Marketing at Aston Business School.
Research interests: services marketing, service employees, leadership, discriminant validity, research methods.
Thank you for the interest in my work - don't forget to cite it if you find it helpful!
Additional affiliations
April 2016 - January 2019
June 2009 - March 2016
Education
October 2004 - May 2009
Publications
Publications (31)
The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provisi...
Bove, Pervan, Beatty, and Shiu [Bove, LL, Pervan, SJ, Beatty, SE, Shiu, E. Service worker role in encouraging customer organizational citizenship behaviors. J Bus Res 2009;62(7):698-705.] develop and test a latent variable model of the role of service workers in encouraging customers' organizational citizenship behaviors. However, Bove et al. [Bove...
Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-business setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empir...
Purpose - The purpose of this paper is to ascertain how today’s international marketers can
perform better on the global scene by harnessing spontaneity.
Design/methodology/approach - We draw on contingency theory to develop a model of the
spontaneity–international marketing performance relationship, and identify three potential
moderators, namely...
Online communities of consumption (OCCs) represent highly diverse groups of consumers whose interests are not always aligned. Social control in OCCs aims to effectively manage problems arising from this heterogeneity. Extant literature on social control in OCCs is fragmented as some studies focus on the principles of social control, while others fo...
Purpose – The purpose of this paper is to ascertain how today’s international marketers can perform better on the global scene by harnessing spontaneity. Design/methodology/approach – The authors draw on contingency theory to develop a model of the spontaneity – international marketing performance relationship, and identify three potential moderato...
This paper presents a case study that reveals how stakeholders in the research process, by recommending specific data collection and analytical techniques, exert significant 'hidden' influence on the decisions made on the basis of market research findings. While disagreements among stakeholders regarding research design are likely, the possibility...
Online communities of consumption (OCCs) represent highly diverse groups of consumers whose interests are not always aligned. Social control in OCCs aims to effectively manage problems arising from this heterogeneity. Extant literature on social control in OCCs is fragmented as some studies focus on the principles of social control, while others fo...
A unique selling proposition (USP, also known as unique selling point) is something typically encountered in Advertising and communications.
EXTENDED ABSTRACT Conflicts are very common in Online Consumption Communi-ties (OCC) and numerous expressions have developed to describe them. Prior research indicates contradictory effects on community resources, namely social capital and culture. One stream finds that online conflict dissolves social capital and community culture (cf. De Valck 20...
Aaker's (1997) brand personality framework has become influential across many streams of brand personality research, but it fails to capture an important dimension that reflects consumer's anxious feelings towards brands. Consumers are increasingly evaluating brands through expressions of negative emotive language. For ex-ample, the BP oil spillage...
Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation behaviours of individual retail employees on individual customers’ perceptions of service encounter quality, service quality, value, satisfaction, and behavioural intentions.
Design/methodology/approach – The sample (n = 271) was cus...
Growth in availability and ability of modern statistical software has resulted in greater numbers of research techniques being applied across the marketing discipline. However, with such advances come concerns that techniques may be misinterpreted by researchers. This issue is critical since misinterpretation could cause erroneous findings. This pa...
A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University. Provision of high quality services to customers is recognised as a successful differentiation strategy for organisations. In order to deliver high-quality service to customers, employees of the organisation are r...
In this paper the authors conceptualize and test the effects of service employees’ customer orientation and service orientation behaviors within an extended service evaluation model encompassing service quality, service encounter quality, perceived value and customer satisfaction. The context is 271 Indian retail customers. Data analysis incorporat...
Purpose – This paper seeks to identify the skills gaps associated with retail employees in SME and multiple retail companies, and to investigate the potential training and business implications that arise from these skills gaps, from the point of view of retail employers.
Design/methodology/approach – Research was conducted within one geographical...
In this paper the authors investigate enjoyment of the shopping experience, its influence on consumers’ intention to repatronise a regional shopping centre and the effect of gender differences on shopping enjoyment. Four dimensions of shopping enjoyment are proposed and a 16-item measure is developed to assess 536 consumer perceptions of the shoppi...
The research described in this study replicates and extends the Brady et al., [Brady, M. K., Knight, G. A., Cronin Jr. J. Toma, G., Hult, M. and Keillor, B. D. (2005), emoving the
Contextual Lens: A Multinational, Mult-setting Comparison of Service Evaluation Models, Journal of Retailing, 81(3), pp. 215-230] study suggestion that future research in...
This paper is concerned with the effects that leadership styles can have upon service performance of front-line staff. Past literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been conceptualized and operationalized (e.g., sales management, organ...
This paper is concerned with the ways in which transactional and transformational leadership styles can improve the service performance of front-line staff. Past
literature on services marketing has indicated the importance of leadership but has largely ignored the parallel literature in which leadership styles have been
conceptualized and operatio...
In this article the authors discuss the new car buying experience for expectant and new parents to identify the impact of becoming a parent on the values and attitudes they exhibit during the purchase experience and in the final choice they make. In particular, the authors contend that the introduction of a first baby to a family unit will influenc...
This paper is concerned with the effects that leadership styles (i.e., transactional and transformational) can have upon the level of front-line employees’ service delivery quality. Previous literature has mostly looked at leadership and its effects upon subordinates within a
sales, psychology, or human resources context. However, due to the idiosy...
The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement
of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and empl...
ABSTRACT This paper is concerned with the effect that managers’ commitment,to service quality can have upon the level of front line employees’ service delivery quality. Understanding of this effect should enable managers,to enhance the quality of their employees’ service-oriented activities and to acculturate their organisations to become more serv...
The authors report results from preliminary stages of the development and validation of a scale of service leadership. Firstly, items generated from qualitative interviews are discussed and the conceptual dimensions of the service leadership scale are formulated. Following this, results from the application of Anderson and Gerbing’s (1991) substant...
Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. This research investigates the interrelationships between the dimensions comprising the Internet banking service quality construct through structural equation modelling. Five Internet service quality dimensions are identified: access...
Customer-oriented boundary-spanning behaviours (COBSBs) are critical to the success of service organisations. Transformational leadership, with its emphasis on the social elements of the leader-subordinate dyad, is a likely antecedent to COBSBs. Similarly, the interpersonal nature of services suggests leader compassion could have a significant effe...