Earl Honeycutt, professor of business administration and marketing, was recently notified that two of his articles have been accepted for publication.
The first article: “The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?” was accepted by the Journal of Services Marketing. Co-authors include Vince Magnini at Longwood University, and John Ford and Ed Markowski at Old Dominion University.
The abstract for the article is provided below:
The recovery paradox theory contends that when a service firm exhibits an excellent recovery of a service failure, a customer’s satisfaction can exceed pre-failure levels. While researchers have provided evidence that support the recovery paradox, recent studies (Andreassen, 2001; Maxham, 2001; Maxham and Netemeyer, 2002; McCollough et al., 2000) failed to find such support. This study theoretically and empirically examines factors that moderate a “recovery paradox” when there is a service failure. Findings indicate that, when a service provider respondes appropriately, a customer can experience a paradoxical satisfaction increase after a service failure.
A second article, “An Integrative Examination of Undercover Selling,” was accepted by the 2006 American Marketing Association (AMA) Educators’ Conference that will be held in Chicago in August. Co-authors for this paper are Vince Magnini at Longwood University, Sharon Hodge at Elon University, and John Gaskins at Longwood University. The paper, which is abstracted below, will be presented at the national conference and will also appear in the AMA Conference Proceedings:
Because of promotional clutter, firms are utilizing covert sales agents to convey messages and influence buyers without the latter being aware of the seller’s role. This paper first describes the advantages and disadvantages associated with employing undercover sales agents. Advantages are explained based upon the concepts of diffusion, word-of-mouth, and agent flexibility. Disadvantages revolve around source distance, commitment and trust, ethics, and potential legislative/industry group response. Undercover sales effectiveness is also moderated by source attractiveness, agent compensation, and point-of-buyer discovery. Based upon the findings, sales managers are presented with research propositions and implications.