Joby John
Bentley University
Business marketingConsumption (economics)Service qualitySociologyBusinessService systemPsychologyNursingHealth careMarketingMarketing managementProcess managementService recoveryPatient satisfactionOriginalityMetaphorQuality (business)Health care qualityService (business)Competition (economics)Services marketingService product managementPublic relationsMarketing researchService designService delivery frameworkMarketing strategy
21Publications
9H-index
521Citations
Publications 21
Newest
Purpose This paper aims to propose an approach to examining the long-term impact of the COVID-19 pandemic on business, which presents a unique opportunity to study a hitherto-unavailable business scenario Design/methodology/approach A conceptual framework is suggested to study the ability of a service firm to make adaptations to pandemic conditions based on the nature of its services: namely, the act of production and the type of recipient and the predisposed ability of the customer to accept th...
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#1Stephen J. GroveH-Index: 29
#2Joby JohnH-Index: 9
Last. Raymond P. FiskH-Index: 34
view all 3 authors...
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#1Joby John (Bentley University)H-Index: 9
#2Allan R. Miller (Bentley University)H-Index: 2
Faced with declining occupancy rates, increasing competition, and rising costs, the need for cost containment measures has forced health care administrators to become keenly aware of the need to monitor the quality of their services. Yet, most of the quality assurance programs instituted in health care organizations ignore the importance of patient perceptions of the quality of the health care they receive. This paper argues that despite the patient’s ignorance of the technical complexities of h...
1 CitationsSource
#1Stephen J. GroveH-Index: 29
#2Raymond P. FiskH-Index: 34
Last. Jerry GoolsbyH-Index: 1
view all 7 authors...
Undoubtedly, the services marketing literature addresses questions pertaining to improving service processes and customers’ experiences, with the broad assumption that the organization and service personnel operate in systems designed to provide levels of service that are adequate or above. From 30 years of focused research, a knowledge base of practices and systems has emerged capable of providing service levels necessary for success, when implemented properly.
2 CitationsSource
#1Joby John (Bentley University)H-Index: 9
Health care service is even more difficult for consumers to evaluate than most other services, because, this esoteric discipline is too technical for the average health care consumer. Nevertheless, health care providers would benefit tremendously from aknowledge of how their consumers evaluate the quality of the health care service that their organizations provide. Parasuraman, Zeithaml and Berry (1986) developed a scale (SERVQUAL) that can be used to measure consumer perceptions of the quality ...
1 CitationsSource
#1Abdolreza Eshghi (Bentley University)H-Index: 12
#2Joby John (Bentley University)H-Index: 9
Last. Charlie van Nederpelt (Bentley University)
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European Community 1992 (EC92) reforms have created an opportunity to extend marketing strategy concepts and theories to a global context. This paper uses the Miles and Snow typology to hypothesize how U.S. firms might adapt to the changes currently taking place within the framework of the European integration.
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#1Joby JohnH-Index: 9
#2Stephen J. GroveH-Index: 29
Last. Raymond P. FiskH-Index: 34
view all 3 authors...
PART I. FOUNDATIONS OF SERVICE MARKETING. 1. Understanding Services Marketing. 2. Frameworks for Managing the Customer's Experience. 3. Plugging into the Information Age. PART II. CREATING THE INTERACTIVE EXPERIENCE. 4. Planning and Producing the Service Performance. 5. Designing the Service Setting. 6. Leveraging the People Factor. 7. Managing the Customer Mix. PART III. PROMISING THE INTERACTIVE SERVICE EXPERIENCE. 8. Setting a Price for the Service Rendered. 9. Promoting the Interactive Servi...
2 Citations
#1Joby John (Bentley University)H-Index: 9
#2Stephen J. Grove (Clemson University)H-Index: 29
Last. Raymond P. Fisk (UNO: University of New Orleans)H-Index: 34
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Purpose – The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service performances.Design/methodology/approach – The paper begins by presenting services as performances that often require flexibility and adaptability in their enactment. It then offers the metaphor of jazz improvisation as a means to comprehend and communicate the dynamics of such flexibility and adaptability. Jazz el...
56 CitationsSource
#1Stephen J. Grove (Clemson University)H-Index: 29
#2Raymond P. FiskH-Index: 34
Last. Joby JohnH-Index: 9
view all 3 authors...
Over the past two and a half decades services marketing has emerged as a well established area of inquiry in the marketing discipline. In many ways, its growth and acceptance in the academic arena are indeed noteworthy. A question arises, however, concerning the direction that services marketing as a field of study should take in the future. This article reports and content‐analyzes the insights of ten leading services scholars regarding that question. That group comprises Leonard Berry, Mary Jo...
196 CitationsSource
#1Raymond P. FiskH-Index: 34
#2Stephen J. GroveH-Index: 29
Last. Joby JohnH-Index: 9
view all 3 authors...
The editors of this introspective gathered the pioneers of services marketing, which 20 years ago was hardly considered a legitimate academic field of study, and asked them to offer their perspectives regarding the foundation, evolution, and destiny of services marketing. This volume will provide future generations with a personal and professional statement of the core assumptions behind services marketing - assumptions that are a constant subtext to scholarship, but are rarely articulated. A st...
52 Citations