@article{moon_voss_2009, title={How do price range shoppers differ from reference price point shoppers?}, volume={62}, ISSN={["0148-2963"]}, DOI={10.1016/j.jbusres.2008.01.017}, abstractNote={Existing research demonstrates that reference price models can explain a significant amount of the variation in customers' price perceptions and purchase behaviors. This study extends the reference price literature by introducing the price range model, which proposes that price judgments are based on a comparison of the market price to the entire range of currently available prices. Our results demonstrate that the fit of a structural heterogeneity finite mixture model improves when the price range model is included along with internal and external reference price models and that the price range model explains a substantial proportion of customers' purchase histories in the toilet tissue category. Profile analysis indicates that internal reference price shoppers switch brands much less frequently than the other two segments and respond to feature promotions for their preferred brand(s). External reference price shoppers have an intermediate level of brand preference and respond significantly less than the other two segments to feature and display promotions. Price range shoppers have the lowest brand loyalty and respond most strongly to both feature and display promotions.}, number={1}, journal={JOURNAL OF BUSINESS RESEARCH}, author={Moon, Sangkil and Voss, Glenn}, year={2009}, month={Jan}, pages={31–38} }
 @article{voss_sirdeshmukh_voss_2008, title={The effects of slack resources and environmental threat on product exploration and exploitation}, volume={51}, number={1}, journal={Academy of Management Journal}, author={Voss, G. B. and Sirdeshmukh, D. and Voss, Z. G.}, year={2008}, pages={147–164} }
 @article{seiders_voss_godfrey_grewal_2007, title={SERVCON: Development and validation of a multidimensional service convenience scale}, volume={35}, ISSN={["0092-0703"]}, DOI={10.1007/s11747-006-0001-5}, number={1}, journal={JOURNAL OF THE ACADEMY OF MARKETING SCIENCE}, author={Seiders, Kathleen and Voss, Glenn B. and Godfrey, Andrea L. and Grewal, Dhruv}, year={2007}, month={Mar}, pages={144–156} }
 @article{voss_cable_voss_2006, title={Organizational identity and firm performance: What happens when leaders disagree about "who we are?"}, volume={17}, ISSN={["1047-7039"]}, DOI={10.1287/orsc.1060.0218}, abstractNote={This study examines how the organizational success of 113 nonprofit professional theatres was affected when two top leaders responsible for different parts of the organization held divergent views about organizational identity. Focusing on five values that differentiate theatres, we find that leaders’ disagreement about organizational identity was related to lower ticket revenues and lower net income, and that organizational performance was lowest when disagreement about identity was extreme. Although some findings suggest that minor identity disagreement between leaders may not hurt organizations, results generally support the perspective that leaders should actively promote a single identity.}, number={6}, journal={ORGANIZATION SCIENCE}, author={Voss, Zannie Giraud and Cable, Daniel M. and Voss, Glenn B.}, year={2006}, pages={741–755} }
 @article{seiders_voss_grewal_godfrey_2005, title={Do satisfied customers buy more? Examining moderating influences in a retailing context}, volume={69}, ISSN={["1547-7185"]}, DOI={10.1509/jmkg.2005.69.4.26}, abstractNote={ In this research, the authors propose that the relationship between satisfaction and repurchase behavior is moderated by customer, relational, and marketplace characteristics. They further hypothesize that the moderating effects emerge if repurchase is measured as objective behavior but not if it is measured as repurchase intentions. To test for systematic differences in effects, the authors estimate identical models using both longitudinal repurchase measures and survey measures as the dependent variable. The results suggest that the relationship between customer satisfaction and repurchase behavior is contingent on the moderating effects of convenience, competitive intensity, customer involvement, and household income. As the authors predicted, the results are significantly different for self-reported repurchase intentions and objective repurchase behavior. The conceptual framework and empirical findings reinforce the importance of moderating influences and offer new insights that enhance the understanding of what drives repurchase behavior. }, number={4}, journal={JOURNAL OF MARKETING}, author={Seiders, K and Voss, GB and Grewal, D and Godfrey, AL}, year={2005}, month={Oct}, pages={26–43} }
 @article{voss_parasuraman_2003, title={Conducting measurement validation with experimental data: Cautions and recommendations}, volume={14}, ISSN={["0923-0645"]}, DOI={10.1023/A:1022810219109}, number={1}, journal={MARKETING LETTERS}, author={Voss, GB and Parasuraman, A}, year={2003}, month={Feb}, pages={59–73} }
 @article{montoya-weiss_voss_grewal_2003, title={Determinants of online channel use and overall satisfaction with a relational, multichannel service provider}, volume={31}, ISSN={["1552-7824"]}, DOI={10.1177/0092070303254408}, abstractNote={This study examines what drives customers' use of an online channel in a relational, multichannel environment. The authors propose a conceptual model of the determinants of online channel use and overall satisfaction with the service provider. They then conduct two large-scale studies in different service contexts to test the model. The results show that Web site design characteristics affect customer evaluations of online channel service quality and risk, which in turn drive online channel use. Customers' overall satisfaction with the service provider is determined by the service quality provided through both the online channel and the traditional channel. The results offer insights into the trade-offs that multichannel service providers face as they attempt to influence online channel use while maintaining or enhancing overall customer satisfaction.}, number={4}, journal={JOURNAL OF THE ACADEMY OF MARKETING SCIENCE}, author={Montoya-Weiss, MM and Voss, GB and Grewal, D}, year={2003}, pages={448–458} }
 @article{voss_seiders_2003, title={Exploring the effect of retail sector and firm characteristics on retail price promotion strategy}, volume={79}, ISSN={["0022-4359"]}, DOI={10.1016/S0022-4359(03)00003-4}, abstractNote={This study examines why retail price promotion strategies vary across retail sectors and across firms within sectors. Using hierarchical linear modeling and a sample of 38 firms from 11 retail sectors, the authors investigate how two sector-level characteristics, related to product assortment perishability and heterogeneity, and three firm-level characteristics, related to retailer differentiation, number of stores, and average store size, influence price promotion decisions. The results indicate that assortment heterogeneity moderates the positive influence of perishability on price promotion activity; scale and scope also have significant effects. These results offer fresh insight into the ongoing debate surrounding stable versus promotional pricing, suggesting that the benefits of a particular strategy are driven largely by a complex interaction between sector-level characteristics as well as firm-level cost advantages.}, number={1}, journal={JOURNAL OF RETAILING}, author={Voss, GB and Seiders, K}, year={2003}, pages={37–52} }
 @article{voss_2003, title={Formulating interesting research questions}, volume={31}, DOI={10.1177/0092070303253870}, number={3}, journal={Journal of the Academy of Marketing Science}, author={Voss, G. B.}, year={2003}, pages={356–359} }
 @article{grewal_baker_levy_voss_2003, title={The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores}, volume={79}, ISSN={["0022-4359"]}, DOI={10.1016/j.jretai.2003.09.006}, abstractNote={Many factors, both obvious and subtle, influence customers’ store patronage intentions. Using videotape technology that enabled us to experimentally manipulate the number of visible store employees, number of customers, and music, we test the relative importance of wait expectations and store atmosphere evaluations on patronage intentions. These constructs are found to be critical antecedents of store patronage intentions in the context of the service-intensive retail store at which the model was tested. We also find support for the direct effects of gender on wait expectations and store atmosphere evaluations. We discuss some implications for retailing research and practice.}, number={4}, journal={JOURNAL OF RETAILING}, author={Grewal, D and Baker, J and Levy, M and Voss, GB}, year={2003}, pages={259–268} }
 @article{baker_parasuraman_grewal_voss_2002, title={The influence of multiple store environment cues on perceived merchandise value and patronage intentions}, volume={66}, ISSN={["0022-2429"]}, DOI={10.1509/jmkg.66.2.120.18470}, abstractNote={ Research on how store environment cues influence consumers' store choice decision criteria, such as perceived merchandise value and shopping experience costs, is sparse. Especially absent is research on the simultaneous impact of multiple store environment cues. The authors propose a comprehensive store choice model that includes (1) three types of store environment cues (social, design, and ambient) as exogenous constructs, (2) various store choice criteria (including shopping experience costs that heretofore have not been included in store choice models) as mediating constructs, and (3) store patronage intentions as the endogenous construct. They then empirically examine the extent to which environmental cues influence consumers' assessments of a store on various store choice criteria and how those assessments, in turn, influence patronage intentions. The results of two different studies provide support for the model. The authors conclude by discussing the results to develop an agenda for additional research and explore managerial implications. }, number={2}, journal={JOURNAL OF MARKETING}, author={Baker, J and Parasuraman, A and Grewal, D and Voss, GB}, year={2002}, month={Apr}, pages={120–141} }
 @article{voss_cable_voss_2000, title={Linking organizational values to relationships with external constituents: A study of nonprofit professional theatres}, volume={11}, ISSN={["1047-7039"]}, DOI={10.1287/orsc.11.3.330.12497}, abstractNote={ This study explores the organizational values that characterize firms in the nonprofit professional theatre industry, and examines the links between firms' organizational values and their relationships with external constituents. Using grounded research methods, we uncover five value dimensions that are relevant to arts organizations: prosocial, artistic, financial, market, and achievement. Using a sample of 97 nonprofit theatres, we extend our qualitative inquiry with an empirical investigation of how firms enact their organizational values to build and maintain relationships with external constituents. Results from a two-wave survey design indicate consistent patterns of association between organizational values and (1) perceptions of values congruence with external constituents, (2) human resource allocation and programming decisions that firms make to support relationships with external constituents, and (3) the level of financial resources that firms obtain from their relationships with different external constituents. Interestingly, results from both investigations hint at underlying tensions between competing values in cultural firms, such as pressures to be both artistic- and market-oriented. }, number={3}, journal={ORGANIZATION SCIENCE}, author={Voss, GB and Cable, DM and Voss, ZG}, year={2000}, pages={330–347} }
 @article{voss_voss_2000, title={Strategic orientation and firm performance in an artistic environment}, volume={64}, ISSN={["0022-2429"]}, DOI={10.1509/jmkg.64.1.67.17993}, abstractNote={ Conventional marketing wisdom holds that a customer orientation provides a firm with a better understanding of its customers, which subsequently leads to enhanced customer satisfaction and firm performance. However, there are cautions that being too customer focused can lead to inertia, and anecdotal evidence suggests that it may be better to “ignore your customer” when developing new products. Building on the market orientation research stream, the authors examine the impact of three alternative strategic orientations—customer orientation, competitor orientation, and product orientation—on a variety of subjective and objective measures of performance in the nonprofit professional theater industry, which is marked by high rates of artistic innovation and largely unpredictable customer preferences. The results indicate that the association between strategic orientation and performance varies depending on the type of performance measure used. However, the most unambiguous result is that a customer orientation exhibits a negative association with subscriber ticket sales, total income, and net surplus/deficit. }, number={1}, journal={JOURNAL OF MARKETING}, author={Voss, GB and Voss, ZG}, year={2000}, month={Jan}, pages={67–83} }
 @article{voss_parasuraman_grewal_1998, title={The roles of price, performance, and expectations in determining satisfaction in service exchanges}, volume={62}, ISSN={["1547-7185"]}, DOI={10.2307/1252286}, abstractNote={In this article, the authors examine the roles that price, performance, and expectations play in determining satisfaction in a discrete service exchange. The authors maintain that the price fluctua...}, number={4}, journal={JOURNAL OF MARKETING}, author={Voss, GB and Parasuraman, A and Grewal, D}, year={1998}, month={Oct}, pages={46–61} }