L. Jean Walker

L. Jean Walker
University of Houston - Clear Lake | UHCL · Program in Marketing

Ph.D.

About

43
Publications
8,531
Reads
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3,196
Citations

Publications

Publications (43)
Article
Purpose Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen so...
Article
Consumers rely on online reviews because they deem information from a third party to be more credible than promotional communications. Unfortunately, not all online reviews are legitimate. It is therefore critical for marketers to gain a better understanding of how fake online reviews affect consumer purchasing behavior and what cues consumers use...
Article
This research investigates how the work spouse, a common yet overlooked close personal relationship, may influence individual and household leisure decisions. We propose and empirically investigate the influence of the work spouse relationships on consumers’ pursuit of a range of leisure activities, including travel, hospitality, and media. To do s...
Article
The purpose of this paper is to empirically investigate the research propositions set out by Harrison-Walker (2012) with regard to the relationships between the perceived cause of a service failure and the resulting consumer emotions. The premise is that when a service failure occurs, the customer's specific emotional reaction depends on the custom...
Article
Purpose The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important behavioral outcomes. Design/methodology/approach This paper extends the work of Wetzer et al. (2007) and draws upon the existing literature to test a series of re...
Article
Full-text available
In recent years, there have been concerns about research practices in basic and preclinical biomedical research. There have been problems with non‐replicable results, and experimental designs lacking internal validity or external or translational validity. The Experimental Design Accelerator (XDA) is Internet‐based, interactive software designed to...
Article
Service failures occur when the service provided is less than adequate or fails to live up to the customer's expectations. When service failures inevitably occur, providers implement recovery strategies such as apologizing, offering compensation, or allowing customers to voice their concerns. However, such strategies do not always lead to desired o...
Conference Paper
Purpose – The paper seeks to draw attention to the impact of leveraging spirituality to enhance the relationship between resilience and employee performance in family business. Design/methodology/approach – Drawing from the resilience and spirituality literatures, we present a conceptual model that depicts the intersections between employees' consi...
Chapter
When a service failure occurs, customers experience any of a variety of negative emotions. The particular emotional reaction depends on the customer’s perception of why the service failure occurred in the first place. Behavioral outcomes associated with service recovery therefore depend directly on the negative emotion and indirectly on the custome...
Article
A brand orientation is a strategic platform whereby the processes of an organization revolve around the creation, development and protection of brand identity with the aim of achieving long term competitive advantages (Urde, 1999). Despite the potentially critical role of a brand orientation in terms of business performance, research in this area i...
Article
A brand orientation is a strategic platform whereby the processes of an organization revolve around the creation, development and protection of brand identity with the aim of achieving long term competitive advantages (Urde, 1999). Despite the potentially critical role of a brand orientation in terms of business performance, research in this area i...
Article
Using Hankinson's conceptual model of places as relational networks, an expanded model is introduced that more clearly reflects the relational nature of place brands by identifying the relevant communicational concepts at both the source (brand) as well as receiver (target audience) side of the relationship and provides greater detail on each of th...
Article
Purpose ‐ The primary purpose of this paper is to explore the role of emotions that consumers experience as a result of assigning causal attributions to service failures. The secondary purpose is to consider the effects of each of these emotions on behavioral outcomes. Design/methodology/approach ‐ This paper extends the work of Wetzer, Zeelenberg,...
Article
As competition for students, faculty and financial support has increased, so has the application of marketing in the field of higher education. One critical application of marketing all too often neglected, misunderstood and mismanaged in higher education is targeting customers for profitability. The purpose of this paper is to enrich the marketing...
Article
Marketing plays a significant role in the value of a company, and thus has an impact on the value of the common stock. Yet, the significance of marketing in determining the value of a company and its common stock is not clearly recognized in finance. While financial theory relies heavily on estimates of future revenue streams to predict the firm's...
Article
The Internet has proven to be a powerful and very popular vehicle for distributing health information to millions of individuals; it is interactive, user-controlled, and provides an effective means for communicating detailed information. While there has been increasing use of the Internet in healthcare, little research has been conducted to examine...
Article
In order for a firm to grow, the firm must often implement various growth-oriented projects. After a number of new project ideas have been generated, the initial list of ideas is screened and those ideas that are inconsistent with the organization's strategy or are otherwise deemed inappropriate are eliminated from consideration. Ideas that survive...
Article
Despite the large number of customer relationship marketing (CRM) applications currently in use on the Internet, there is a lack of an organizing structure. This paper presents a 3X3 typology of e-CRM practices, with particular focus on business-to-business interactions. The typology is based on two dimensions: (1) the stage of the purchase decisio...
Article
With increasing emphasis on relationship selling, a bond is often formed between the salesperson and each customer. When a salesperson leaves to work for a competitor, customers may follow. Small companies are particularly vulnerable since they lack the resources necessary for many sales force retention strategies. The suggestion is made that such...
Article
Discussion of e-business models has gained popularity with the rise and fall of Internet firms. Numerous models have been developed and elaborated, but rarely has the underlying rationale been explained. This comprehensive typology sorts and classifies them according to two key strategic objectives that companies may consider in conducting e-commer...
Article
To date, there is no consensus regarding the dimensionality of the service quality construct. Parasuraman, Berry and Zeithaml [1991] suggest that when consumers evaluate a 'specific company', they may rate items coming from two distinct dimensions the same or similarly. The authors further note that factor analysis translates such responses into fe...
Article
Although Internet technology makes it possible for consumers world-wide to shop on-line, many companies are starting to realize that (1) simply building a web site does not automatically generate international sales and (2) when international consumers do visit a company with the intention purchasing, the transaction often comes to an abrupt halt....
Article
The emergence of the Internet and its communication capabilities has given rise to a number of complaint sites that function as central forums for consumers to share their bad experiences with other consumers. Companies are reacting by adopting anti-domain sites in an attempt to prevent the creation of such complaint forums. Data from one complaint...
Article
The current research systematically develops and empirically validates a scale to measure word-of-mouth communication and investigates two forms of customer commitment and service quality as potential antecedents. The findings support the hypotheses that affective commitment is positively related to word-of-mouth communication but that high sacrifi...
Article
“Market orientation” is conceptualized as consisting of two components (“customer and competitor orientations”), each involving a four-stage process (acquisition of information, organization-wide sharing of information, a shared interpretation of market information, and utilization of market information), and reliable and valid measurement scales a...
Article
New opportunities for nonprofit organisations to reach new donors and volunteers are being generated by an accelerated interest in cause-related marketing on the part of both consumers and business firms, in conjunction with the emergence of the Internet. Together, these conditions have created a climate conducive for nonprofit alliances with corpo...
Article
The case study method, popularly used by top business schools to challenge students with real-world problem analysis and decisionmaking, offers many benefits to marketing management students. This article introduces an innovative and comprehensive method for using case study analyses in a team-based, marketing classroom. All details of the pedagogy...
Article
The concepts of vertical integration and power use are summarized and various propositions about the potential relationships between the two are presented. Both physical goods industries and service industries are considered. The propositions are intended to provide market researchers with better insight as to power use in integrated channel struct...
Article
As it is stated in the literature, relationship marketing refers to establishing, developing, and maintaining successful relational exchanges. Promotion is one of the key variables of the marketing mix that plays a crucial role in this process. Accordingly, this paper takes the first step toward an identification of effective promotional strategies...
Article
Asks whether service provider nationality significantly influences consumer decision making and, if so, whether the influence of national stereotype is moderated by the presence of additional information, such as professional credentials or service availability, or by the consumer's nationality. Identifies a significant three-way interaction effect...
Article
Research identifies nearly 73 million adult Americans as illiterate. Analysis of social, economic and demographic trends indicates that the situation will worsen before it improves. Marketing communications copy prepared at an eighth grade reading level or above may not be comprehended by as much as one-third of the population, resulting in a sever...
Article
Market orientation efficiency is conceptualized as the speed by which a company gathers information about customers and competitors, disseminates the information throughout the organization, arrives at a shared meaning, and implements a response. A reliable scale with demonstrated content and convergent validity is developed and the impact of marke...

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