Stacey G. Robinson
University of Alabama
Liberian dollarPublic policyAdvertisingProduct (category theory)BusinessEconomicsMarketingCommon value auctionWork (electrical)Profit marginPerspective (graphical)PerceptionService recoveryQuality (business)Context (language use)Service (business)Service guaranteePublic relationsProduct (business)EntertainmentCommerceKnowledge managementFunction (engineering)
17Publications
8H-index
328Citations
Publications 16
Newest
#1Stacey G. Robinson (UA: University of Alabama)H-Index: 8
#2Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
Last. Mohamed Sobhy Temerak (UKC: University of Kent)H-Index: 4
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Abstract Artificial intelligence (AI) is radically transforming frontline service encounters, with AI increasingly playing the role of employee or customer. Programmed to speak or write like a human, AI is poised to usher in a frontline service revolution. No longer will frontline encounters between customer and employee be simply human-to-human; rather, researchers must consider an evolved paradigm where each actor could be either human or AI. Further complicating this 2 × 2 framework is whethe...
16 CitationsSource
#1Joseph W. Pittman (UNC: University of North Carolina at Chapel Hill)H-Index: 1
#2M. Elizabeth Bennett (UNC: University of North Carolina at Chapel Hill)H-Index: 4
Last. Ceib Phillips (UNC: University of North Carolina at Chapel Hill)H-Index: 70
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Introduction A deeper and more thorough characterization of why patients do or do not seek orthodontic treatment is needed for effective shared decision making about receiving treatment. Previous orthodontic qualitative research has identified important dimensions that influence treatment decisions, but our understanding of patients’ decisions and how they interpret benefits and barriers of treatment are lacking. The objectives of this study were to expand our current list of decision-making dim...
3 CitationsSource
#1Stacey G. Robinson (UA: University of Alabama)H-Index: 8
#2Michael K. Brady (FSU: Florida State University)H-Index: 30
Last. Michael D. Giebelhausen (Cornell University)H-Index: 8
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Recently, Parker and Lehmann (2011) demonstrated shelf-based scarcity influences consumer preference. In addition to replicating their work across four studies, we extend their findings with evidence that shelf-based scarcity cues 1) impact consumer willingness-to-pay, 2) increase the likelihood of selecting an unfamiliar brand, and 3) influence actual product choice in a field study. Furthermore, we replicate the original study in a different research context that extends beyond packaged goods,...
15 CitationsSource
#1Alexis M. Allen (UK: University of Kentucky)H-Index: 5
#2Michael K. Brady (FSU: Florida State University)H-Index: 30
Last. Clay M. Voorhees (MSU: Michigan State University)H-Index: 23
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Whereas past research has focused on negative outcomes that can transfer from one firm to another, this paper examines conditions under which a service failure by one firm creates an opportunity to enhance customer evaluations of a different firm in a contiguous service experience. Thus, a new external service recovery phenomenon is demonstrated in which consumers have more favorable perceptions of a firm when there was a previous failure with a different firm compared with no previous service f...
28 CitationsSource
#1Mark R. GleimH-Index: 8
Last. Stacey G. RobinsonH-Index: 8
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Innovation research has received increasing attention as firms attempt to gain an edge over their competitors. Past research has focused on innovation from the organization’s perspective and has yet to consider the impact of consumer perceptions of innovation on purchase intentions. Research suggests firms do not possess an adequate understanding of how consumers interpret firm innovativeness, or the potential benefits associated with being perceived as innovative. This research aims to address ...
1 Citations
#1Gavin L. FoxH-Index: 10
#2J. Joseph CroninH-Index: 33
Last. Stacey G. RobinsonH-Index: 8
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This paper synthesizes Better Business Bureau and COMPUSTAT data to examine how customer complaining and organizational responsiveness impact performance. The results provided by a sample of 344 US manufacturing firms suggests that complaints about service are positively related to performance, as is general responsiveness to complaints of any form.
Source
#1Mark R. GleimH-Index: 8
Last. Stacey G. RobinsonH-Index: 8
view all 3 authors...
The evolution of the marketing perspective made it essential for firms wanting to differentiate themselves in the marketplace to offer a unique product. Whereas simply producing a quality made product sufficed in the past, consumers’ are increasingly clamoring for products with social or environmental appeal (Handelman and Arnold 1999). As such, firms are engaging in corporate social responsibility (CSR) strategies at an increasing rate. In particular, sustainability efforts are increasing in or...
Source
#1Michael D. Giebelhausen (Cornell University)H-Index: 8
#2Stacey G. Robinson (ECU: East Carolina University)H-Index: 8
Last. Michael K. Brady (FSU: Florida State University)H-Index: 30
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Interpersonal exchanges between customers and frontline service employees increasingly involve the use of technology, such as point-of-sale terminals, tablets, and kiosks. The present research draws on role and script theories to demonstrate that customer reactions to technology-infused service exchanges depend on the presence of employee rapport. When rapport is present during the exchange, the use of technology functions as an interpersonal barrier preventing the customer from responding in ki...
121 CitationsSource
#1Donald C. Barnes (UNCW: University of North Carolina at Wilmington)H-Index: 15
#2Joel E. Collier (MSU: Mississippi State University)H-Index: 19
Last. Stacey G. Robinson (ECU: East Carolina University)H-Index: 8
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Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions inf...
24 CitationsSource
#1Jeffery S. Smith (FSU: Florida State University)H-Index: 12
#2Mark R. Gleim (UT: University of Toledo)H-Index: 8
Last. Sung-Hee "Sunny" ParkH-Index: 4
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Research on radio frequency identification (RFID) applications has grown significantly as the technology can potentially improve organizational performance and enable new business models. However, actual implementation has been slow to transition from back office operations to front office applications, as many customers have demonstrated concern about the invasion of personal privacy and/or the improper utilization of information. This research aims to explore the customer acceptance issue by e...
15 CitationsSource