Judy Siguaw

• Doctor of Business Administration
• Retired - Emerita Professor of Marketing at East Carolina University

For international companies, the literature recommends directing segmentation efforts at customer characteristics rather than country characteristics. Consumers’ degree of cosmopolitan orientation has been suggested as a powerful segmentation base, as this characteristic is expected to drive consumers’ tastes and preferences. To advance research on...

This study advances the extant knowledge about consumer emotions and behavior within the context of place identity. Survey data from 348 community park visitors is analyzed using PLS-SEM. We confirm that individuals can develop emotional attachments for places as a result of the development of place meanings, addressing the need to broaden our unde...

The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support f...

The study empirically examines the effects of managerial ability on customer satisfaction, as well as the role of firm-level and industry-level moderators on the relationship. The effect of customer satisfaction on firm value is also investigated. Managerial ability is assessed as the residual remaining after accounting for the effects of seven key...

The COVID-19/coronavirus pandemic has upended consumers’ day-to-day lives and abruptly halted the operations of many businesses of all sizes. In the face of these challenges, how should marketers respond? Although pundits have suggested a uniform marketing approach in addressing and appealing to consumers during the pandemic, such a universal appro...

This paper empirically tests a framework integrating servicescape satisfaction, word-of-mouth (WOM), brand image, brand love, engagement, and consumer loyalty intentions. Survey data within a noncommercial context were electronically collected from three large universities in the United States. Structural equation modeling was used to analyze the d...

Managers seeking to assure the success of teams in their organizations often resort to the use of psychometric measures to assign individuals to teams. We obtained psychometrics of 13 virtual teams before and after they engaged in five weeks of intense virtual collaborative activities. We found that significant changes in psychometrics had occurred...

Although data privacy is a compelling concern, prior inquiries have found that consumers do not adequately attend to data privacy policies. This research develops a framework delineating the effects of top-down/bottom-up processes and individual consumer differences in the need for cognition (NFC) and perceived control on visual attention to data p...

We address the dual challenges faced by many students in mastering quantitative subject matter and effectively collaborating on group projects. Our approach seamlessly interweaves transformative leadership development with interactive group learning in an iterative model we refer to as contextualized leadership development (CLD). The CLD model inte...

Business schools face the dual challenge of keeping students highly engaged in courses with exceptionally broad scope, like the introduction to marketing principles, while simultaneously instructing them in the increasingly specific and technical skills that are demanded by employers. In this article, the authors describe the use of an interest-inv...

Death is inevitable; yet, not all consumers prepare for death by purchasing end‐of‐life (EOL) products. Using the theory of reasoned action (TRA) and the dual‐process model framework, this study aims to examine the role of emotions and cognitions in influencing consumers' decisions to engage in planning for death. A mixed methodology design was use...

This exploratory research allows participant responses to drive the development of key servicescape dimensions and to determine whether a safety-related dimension surfaces from the data. The study context is a pair of nested servicescapes, a university campus and its surrounding town. The investigation reveals three themes which are consistent with...

Founded on expectation confirmation theory and a resource perspective, this research examines the impact of retiree resources, retirement planning, conditions of work exit, and confirmation of retirement expectations on satisfaction with life in retirement. The study of 543 retirees found significant effects of retiree resources (i.e., self-efficac...

Using a long-duration service experience, this study proposed and tested a servicescape transference effects phenomenon of two nested multidimensional servicescape satisfaction constructs—labeled perceived nestscape and surroundscape satisfaction—on one another and on loyalty intentions. Both perceived servicescape satisfaction constructs positivel...

Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of importance-performance analysis (IPA) within a services context. Design/methodology/approach This study surveyed frequent visitors to a travel destination to determine...

This study examines the factors which affect an exporter’s evaluation of research information and develops an information quality measure. The quality of research information scale was examined for unidimensionality, reliability, and validity. Relationships between quality of research information and general firm characteristics, the export situati...

Sunday, once considered a day for family as well as a religious holiday, is increasingly becoming a day for consumer activity. In response to this consumer demand, unrestricted Sunday shopping within urban areas has become commonplace; however, this retail practice has not extended itself to rural areas. Hence, Sunday shopping by rural consumers ma...

The adoption of market-oriented behaviors by partners engaged in a channel of distribution would appear to allow for the creation of resilient, longer-lasting channel relationships, which in turn, should result in stronger competitive positions. This paper presents a model and pro-positional inventory which integrates market orientation with other...

Adaptive selling appears promising as a strategy to increase sales effectiveness because it requires salespeople to develop and continually assess their presentations based upon the encountered selling situations and the needs of the individual customers. Although the desirability of practicing adaptive selling strategies appears readily apparent,...

Although prior research efforts on market orientation have contributed greatly to our understanding of the development of this construct and its consequences, these studies have typically limited the realm of their investigations to the domestic arena; thus, the impact of different, or more potent, environmental forces of concern to international m...

This study examined satisfaction with life in the context of seasonal migrants who routinely live at a destination for an extended period of time each year. Findings from 1,257 seasonal migrants in the Rio Grande Valley of Texas indicate that in general the migrants are more active and more satisfied with life at the destination than at their homet...

This paper presents a marketing plan for the marketing of marketing professors to their customers—students. This satirical plan was developed by taking real student comments about faculty provided by marketing faculty in response to a survey about student evaluations of teaching and categorizing the comments into product, place, price, and promotio...

Channel power and control, once the domain of manufacturers within the food industry, is now widely held by channel intermediaries. This change in power has contributed to the use of slotting allowances. This paper examines the nature and origins of slotting fees, analyzes the behaviors of wholesalers and retailers employing slotting allowances, as...

Purpose – While prior studies have examined how loyal customers create value for preferred manufacturers, this study aims to focus on the supply chain and captures the indirect economic and relational benefits and costs of customer value creation on channel intermediaries. Design/methodology/approach – Service-dominant logic is used to explain the...

The use of crowds to solve business problems, or to take advantage of market opportunities, appears to be increasingly popular. The impact of crowdsourcing across the marketing domain, suggests the importance of examining this phenomenon. Firms use crowds of consumers to perform many of the traditional tasks of marketing, such as choosing designs (...

A large number of seniors migrate to southern, warm climates during the winter, providing a substantial boost to the winter destination's economy. This study of 1443 wintering migrants was designed to provide much needed information about what lifestyle factors and risks are important to the migrants and how satisfied they are with the factors both...

For international companies, the literature recommends directing segmentation efforts at customer characteristics rather than country characteristics. Consumers’ degree of cosmopolitan orientation has been suggested as a powerful segmentation base as this characteristic is expected to drive consumers’ tastes and preferences. This article aims at ad...

For international companies, the literature recommends directing segmentation efforts at customer characteristics rather than country characteristics. Consumers' degree of cosmopolitan orientation has been suggested as a powerful segmentation base, as this characteristic is expected to drive consumers' tastes and preferences. To advance research on...

Multi-user virtual communities have become an accepted fundamental component of communication whereby community members share information and knowledge for mutual learning or problem solving.Virtual communities in a multi-user virtual environment (MUVE) have evolved into active social networks, formulating an alternative social existence and this p...

Multi-user virtual communities have become an accepted fundamental component of communication whereby community members share information and knowledge for mutual learning or problem solving.Virtual communities in a multi-user virtual environment (MUVE) have evolved into active social networks, formulating an alternative social existence and this p...

Multi-user virtual communities have become an accepted fundamental component of communication whereby community members share information and knowledge for mutual learning or problem solving. Virtual communities in a multi-user virtual environment (MUVE) have evolved into active social networks, formulating an alternative social existence and this...

Purchasing through online retailers, electronic markets, and virtual communities has its value. Often motivations to buy online differ from those in an offline environment and these motivations may be more incongruent for online shoppers dispersed globally. In this study, motives to purchase in an electronic environment in the context of two countr...

Multiuser virtual communities have become an accepted fundamental component of communication whereby community members share information and knowledge for mutual learning or problem solving. Virtual communities in a multiuser virtual environment (MUVE) have evolved into active social networks, formulating an alternative social existence and this ph...

Multi-user virtual communities have become an accepted fundamental component of communication whereby community members share information and knowledge for mutual learning or problem solving. Virtual communities in a multi-user virtual environment (MUVE) have evolved into active social networks, formulating an alternative social existence and this...

17Rossiter (2008) attempts to show that traditional measure development procedures are flawed. He illustrates his reasoning using measures of the export coordination construct (Diamantopoulos and Siguaw, British Journal of Management, (2006), pp. 263282), and corrects these measures using the C-OAR-SE procedure for scale development. We explain the...

Recent research has identified identity salience and satisfaction as important variables affecting word-of-mouth communications in several contexts, such as university giving, retail environments, and leisure activities. Given these findings, these same variables may also be important in a tourism context, depending on the type of tourist. This stu...

A study of 118 U.S. travelers to Costa Rica is analyzed to highlight how consumer preferences and patterns of consumption can be used to reveal the status of a particular destination in its life cycle. Using a model for destinations' psychographics developed by S. C. Plog, the analysis shows that Costa Rica may be increasingly appealing to the midd...

Although a large number of studies both in and out of the tourism literature have examined perceived risk, the risk categories utilized are often too broad and are not generated from the perspective of current and potential travellers. This deficiency in the travel research is addressed in this study by asking more than 2,000 respondents to identif...

A study of 118 U.S. travelers to Costa Rica is analyzed to identify where the country is now positioned on Plog’s destination life cycle. The analysis shows that Costa Rica may be increasingly appealing to the middle of the psychographic distribution. While this trend is not inherently bad, it challenges Costa Rica’s destination managers to conside...

Purpose – The purpose of this paper is to explore the tendency of some consumers to use the purchase behavior of unknown other consumers as a purchase decision heuristic, by first developing a measure of the consumer propensity to observe. The effects of likely individual consumer factors are then tested. Design/methodology/approach – A total of 35...

Purpose: The tendency of some consumers to use the purchase behavior of unknown other consumers as a purchase decision heuristic is explored in this research by first developing a measure of the consumer propensity to observe. The effects of likely individual consumer factors are then tested. Methodology: A total of 356 consumers participated in t...

Suppliers attempting to expand markets through hybrid distribution have created a complex, potentially hostile environment that reaches beyond dyads to network relationships. We offer a multi-theoretic paradigm that uses the network, social capital, structural holes and distributive fairness literatures to guide suppliers in the transition of gover...

A comparison is undertaken between scale development and index construction procedures to trace the implications of adopting a reflective versus formative perspective when creating multi-item measures for organizational research. Focusing on export coordination as an illustrative construct of interest, the results show that the choice of measuremen...

The term innovation orientation has been frequently used in the innovation literature, but with a mix of conceptualizations and meanings. Drawing from work found in the innovation, management, and marketing literatures over the past 35 years, the concept of innovation orientation as a system is conceptualized and defined in this article. The domain...

Most prior innovation research has focused on factors that affect innovations, primarily rate, speed and benefits. More recent research has examined innovation as a system-based, firm-wide orientation toward innovation. Along with this broader perspective comes a need for understanding outcomes of the orientation, both positive and negative. This p...

This study examines the differences and similarities between loyal and transient guests of a luxury hotel. The findings of the study indicate that there are no statistically significant differences overall between loyal and one-time guests in the criteria used for initial selection of a hotel. Differences, however, were found between loyal and tran...

The firmly held doctrine that guest satisfaction means repeat business is called into question by the results of this study of 364 guests of two similar big-city hotels. Analysis showed only a weak connection between satisfaction and loyalty (which is a precursor to repeat purchases). Examining such factors as purpose of travel and demographics, th...

This research investigates criteria currently used in the evaluation of suppliers, the importance of those criteria in the selection and the retention process as well as their potential in adding value. Results suggest significant differences in all areas. Most importantly, this research identifies key criteria considered important for adding value...

A national sample of 306 industrial salespeople were used to empirically investigate a model incorporating the constructs of market orientation, customer orientation, a difference score, and job attitudes. The findings indicate that the selected market orientation of the firm significantly influences salesperson customer orientation and job attitud...

The article wonders about the extent to which current industry best practices will stand the test of time. It sees if the existing excellent practices will become integral to the organization or become obsolete and be discarded. The answers to these critical questions rest on the process of continuous reassessment and renewal that is a feature of o...

Firms should be able to apply the time-based philosophy of revenue management to their sales forces. To do so requires a revision in the way most sales divisions traditionally have viewed salesperson time. Hence, a different type of proposed measure, revenue per available salesperson hour, is proposed to better integrate the value of the salesperso...

Explores the migration of hotel-room distribution to the Internet. Efforts of hoteliers to increase bookings to their web sites; Discount programs; Global distribution system..

The rise of internet-based room reservation presents hoteliers with a strategic challenge of controlling their distribution, while also working with intermediaries that can hlp sell rooms.

Conceptual, logical, and empirical arguments suggest there are important boundary conditions for the successful application of Aaker’s brand personality measurement framework. Researchers are encouraged to utilize the framework in situations in which they are likely to have success (aggregating data across diverse product categories) and to proceed...

This research conceptualizes relational exchange and its likely outcomes, and provides substantiating empirical evidence from the distributor perspective. The evidence provided by this analysis supports the operationalization of relational exchange as a second-order factor composed of perceptions of customer orientation, perceptions of supplier inv...

In the past, commonly used supplier evaluative criteria have focused on quality, service or delivery, and price. In recent years, the channels literature has indicated other areas, such as relationship factors, that may affect channel partner performance; yet, no known research has examined either the extent of formal supplier evaluation programs o...

The literature on export marketing research has concentrated on issues surrounding the acquisition of research information, providing few insights into how acquired information is actually evaluated and used by decision makers. The present study focuses on research design characteristics and tests a number of hypotheses regarding their impact on th...

This paper extends the study of market orientation into the international arena by developing and testing hypotheses relating to the antecedents to and consequences of market-oriented activities in firms' export operations. Export experience, export dependence and coordinating capabilities were found to be positively related to export market-orient...

Academicians have long recognized that channel partners can create real value for one another, yet almost no research has been conducted to examine how value is created for a channel partner or what consequences accrue to the channel partners. The purpose of this research is to develop a conceptual framework of determinants and effects of value cre...

Academicians have long recognized that channel partners can create real value for one another, yet almost no research has been conducted to examine how value is created for a channel partner or what consequences accrue to the channel partners. The purpose of this research is to develop a conceptual framework of determinants and effects of value cre...

Student evaluation of teaching instruments are commonly administered by universities to presumably provide feedback to faculty for improvement of teaching effectiveness. Instead, these measures are routinely used as a basis for determining faculty merit, promotion, and tenure, making the instruments vitally important to faculty. As a result, some f...

More than 4,500 U.S. hotels provided information regarding technology use. This study presents and supports a six-phase model of technology adoption that ranges from signaling competitors and guests that a hotel has invested (or will invest) in new technology to experimenting with untested technology. The study results indicate that while many hote...

Using two unique, independent samples of U.S. hotels, this study examines the utilization of information technology (IT) in all hotel sectors, from deluxe to budget, to reveal strategic differences and similarities. Overall, the findings suggest that the U.S. lodging industry has focused on employing technologies that improve employee productivity...

A study of the U.S. lodging industry's best practices found that managers use innovation to create customer value. A resounding majority of best practices arose at the corporate level, with a minority at the property level. Of those coming from properties, most came from upscale, full-service hotels, rather than limited-service or budget properties...

Presents information on a study which examined the hotel firms in the United States that have excelled in enhancing service to the customer through various initiatives. Actions that support the high service standards of Four Seasons & Regent Hotels & Resorts; Facts and principles in the policy manual of Inn at Essex; Information on the quality quiz...

A study of the U.S. lodging industry's best practices found that managers use innovation to create customer value. A resounding majority of best practices arose at the corporate level, with a minority at the property level. Of those coming from properties, most came from upscale, full-service hotels, rather than limited-service or budget properties...

A landmark study based at Cornell University found a substantial number of hotel companies engaged in innovative human-resources (HR) practices. Several firms developed a bundle of practices that include such elements as employee empowerment, interactive CD-based training, performance evaluations, and guest surveys. Illustrative of those efforts is...

Examines the ways in which technological innovations have been employed by hotels in the United States to meet their strategic objectives. Type and degree of information technology (IT) used by hotels; Characteristics that influence the adoption of a technology; Phases of technology adoption..

Operations is the heart of a hotel. Efforts to improve operations can focus on a single department or address the entire organization.

A number of researchers have reported the positive benefits of creating and maintaining a market orientation. This study is one of the first to explicitly investigate the effects of market orientation within a channel context. It is proposed that a supplier's perceptions of a reseller's market orientation will positively affect the supplier's perce...

A profit-enhancing strategy for hotels must begin by examining both the customer mix and the product-and-service mix of a particular hotel. Looking at the variety of products offered and the customers served in combination with historical information on profits and losses can help a manager understand more fully the connection among customers, prod...

Making more money involves more than targeting new customer segments and offering new services.

A wide-ranging study conducted by researchers based at Cornell's School of Hotel Administration identified a diverse group of hotel companies that have implemented outstanding practices to improve operations. Some of the hotels and management companies selected as best-practice champions improved specific departments' operations, while others took...

Provides an overview of practices within key areas of marketing in hotels in the United States. Examination of companies that have excelled in sales in management; Management practices of hotels; Key to sales management..

Examines the hotels which have applied designs and architecture to enhance the guest's hotel stay. Creation of a residential feel; Design standards to enhance lodging experiences; How to create a total vacation experience. INSET: Tishman Hotel Corporation and the Doral Park Avenue..

Presents several practices that have been used to manage food and beverages in hotels in the United States. Restaurant design and conceptualization; Advice on how to prosper with hotel food and beverage service..

Provides a detailed account of the information technology practices of hotels in the United States. Improvement of the operations efficiency; Importance of Intranet communication; Strategies to improve guest service..

Examines the hotel environmental operations that were named as environmental best-practice champions in the Cornell University School of Hotel Administration in the United States. Benefits of an environmental approach; Programs on recycling; Implementation of environmental operations.

Reports of the death of hotel food service are highly exaggerated. Indeed, food service remains an essential part of many hotels' operations.

"The successful companies of the next decade will be the ones that use digital tools to reinvent the way they work. These companies will make decisions quickly, act efficiently, and directly touch their customers in positive ways. " ¹ —Bill Gates

By making their rooms as home-like as possible, the best hotels are using architecture and design to add value to the guests' experience.

Here are 20 ways to focus more closely on satisfying hotel guests—thereby making more money for the property.

A wide-ranging, Cornell-based research study sought to uncover the U.S. lodging industry's best practices, both in specific functions (such as marketing and property management) and in overall business strategy, from the perspectives of both managers and customers. For the managers' perspective, after inviting nominations and scanning media reports...