Towards an understanding of the role of trade fairs as facilitators of consumer creativity

Trade fairs are an integral part of the marketing strategy for many products and services. The aim of this article is to investigate how trade fairs as a means of marketing communication bring about new ideas, desires and wants in consumers and by so doing facilitate everyday consumer creativity. The results imply that trade fairs play an important role in setting the stage for consumer creativity. Based on an empirical study of trade fair visitors carried out using an ethnographic method, the study demonstrates how consumers communicate their visit to a trade fair. The findings indicate that trade fairs have an influence on consumer creativity in the different phases of the process. As an outcome, two metaphors describing the role of trade fairs as facilitators of everyday consumer creativity are proposed. These are trade fairs as a tool and a vantage point. The implications for effective trade fair management and postmodern marketing are explored.     

Trade Shows and Fairs

Abstract

This article describes importance and value of trade shows/fairs to firms as they engage in the process of internationalization. Primary discussion examines the unique impact of trade fairs as a promotional medium for organizations to consider as they determine their marketing strategy. Careful planning along with an understanding of the role of trade fairs within the promotion mix can mean the difference between success or failure in the global marketplace.     

Trade show boothscapes

Abstract

Trade shows continue to be second only to personal selling in business-to-business promotion. Exhibitors around the world seek to attract the proper attendees into their booths (stands), but design advice for accomplishing exhibitor goals is lacking. Designs intended to appeal to attendees indiscriminately only crowd booths with nonbuyers. Given the diversity of exhibitor goals, attendee motives and potential booth designs, exhibitors need to carefully weigh competing design elements. The theoretical underpinnings of retail atmospherics, service escapes and prior trade show research are juxtaposed with observations from a very large international industrial trade show. A variety of observations and interviews with marketing managers provide data from small to large exhibitors. A framework is proposed linking various design elements to specific exhibitor goals and attendee roles.     

Boundary Spanners' Satisfaction with Organizational Support Services

SUMMARY

Internal services (i.e., support services) are an important form of organizational support for external boundary spanners (e.g., salespeople, customer service representatives). Internal services such as information systems, market research, training, accounting, and facilities support are intended to allow boundary spanners to better serve the firm's customer. Little research, however, has addressed factors that influence a boundary spanner's satisfaction with such services. The research presented here offers insight into how internal communication by both managers and service providers impacts a boundary spanner's satisfaction with support services. Results indicate that service provider and manager communications are largely complementary and that satisfaction with service outcomes, rather than service quality, appears to have an enduring impact upon a boundary spanner's overall job satisfaction. Implications for future research are addressed.     

The new framework for global trade in services – all about GATS

This article is concerned with the globalization of services, and specifically the impact of the new regulatory framework set up under the 1996 General Agreement on Trade in Services. The article sets out the organisation and protocols of GATS and their likely impact on global trade in services. The paper clarifies the role of GATS as not merely to ‘regulate’ trade in services, but to foster the global expansion in services under a fair, transparent set of rules, with procedures for recourse by those governments and enterprises which claim to have been unfairly discriminated against in one or other service sector. The article concludes with some interim comments on the impact and effectiveness of GATS on the business community, and the need for further research in the future.     

Fair trades by trade fairs: Information providing institutions under monopolistic competition

It is a standard result of search theory that the optimal reservation supply price, e.g. wage, is negatively correlated to search costs. This paper applies the inverse relationship, between demand prices and limit prices, to the analysis of an hitherto unexplored topic: trade fairs. Trade fairs bloomed during the Middle Ages and early trade-based capitalism and survived for centuries. In last decades, their growth became sustained: they attract every year hundreds of thousands of exhibitors and tens of millions of visitors.The driving forces behind the trade fair activity are increasing return to scale of search for information, under conditions of imperfect competition, particularly large group monopolistic competition. Under these circumstances, trade fairs offer their participants a collective substitute for information activities that would be beyond individual possibilities. This mechanism is of paramount importance for small firms. Where there are many small suppliers and buyers, and product differentiation, trade fairs give agents the opportunity of low-cost, high-density information exchanges, under spacetime constraints. This leads to lower search costs and lower limit prices, then fairer trades. But this mechanism also implies natural monopoly or oligopoly: the larger the trade fair, i.e. the larger the number of suppliers and visitors who participate, the less the average cost of the service. More generally, natural monopolies arising from decreasing-to-scale search costs ask for a new view of government's role either in the organization or in the regulation of information exchanges. Policy implications for small business development are stressed, including tariff regulation, public investment, and involvement of small business associations in the design and organization of trade fairs.     

Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia

The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted.     

Shopping Motivation: Investigating the Shopping Process and Outcomes of the Retail Experience at a Craft Fair

The research addresses the question of when people succeed or fail to achieve shopping goals that bring them to a retail outlet, in this case a craft fair, and the consequences of this for customer satisfaction. A quantitative study, carried out with 398 craft fair shoppers, revealed that dimensions of in-store behaviour had various but significant influences on the relationships between prior intentions to pursue certain types of shopping goals and attainment of those goals. Further, the attainment of important shopping goals had a significant effect on consumers' evaluations of the shopping experience and the craft fairs as well as their future behavioural intentions. The main implication of the research is that attempts should be made to facilitate the shopping process and account for consumers with multiple goals.     

Displayed emotions to patronage intention: consumer response to contact personnel performance

The impact of service on consumers' brand attitudes and patronage intentions serves to stress its importance to service marketers. This study further investigates previous research by proposing an integrative model that examines the hierarchical influence underlying emotions displayed by service personnel and the subsequent effect on consumer behavioural intention in the retail service context. Results indicate that service personnel-displayed emotion hierarchically influences consumers' emotions, satisfaction with service personnel, brand attitude, and patronage intention. Findings also reveal that brand attitude plays a critical mediating role. This work discusses implications for retail service firms and marketing executives, in addition to providing direction for future research.     

The Development of Tertiary Services in the Economy,Labour Market and Employment

The purpose of the present study is to examine the effects of selected antecedents on the service recovery performance of frontline employees using data from frontline bank employees in Turkey. The results of the path analysis indicate that trait competitiveness, intrinsic motivation, and role ambiguity are significant antecedents of frontline employees' service recovery performance. Results also suggest that the significant consequences of service recovery performance are job satisfaction and intention to leave. The results of the other hypothesised linkages demonstrate that intrinsic motivation, emotional exhaustion, and role ambiguity are significantly associated with frontline employees' job satisfaction. In addition, the current empirical findings provide support for the notion that role ambiguity and emotional exhaustion are significant predictors of intention to leave. Limitations of the study, managerial implications, and implications for future research are discussed.     

Convenience,Satisfaction, and Post-Purchase Behavior in India's Health Insurance Market

ABSTRACT

Understanding the antecedents and implications of “service convenience” has acquired added importance with consumers' growing desire for ease during product or service exchange. Although the effects of service convenience, as a first-order construct, on post-purchase behavior have been studied in different business contexts, not much has been done in the case of a second-order construct which has been attempted here. The present study seeks to examine the mediating role of consumers' satisfaction as well as the moderating role of organizational and consumer personal factors that have not been sufficiently explored in the marketing literature. Structural equation analysis is adopted to test the hypothesized relationships using responses from 424 consumers who have purchased health insurance from six leading insurers in India. The findings validated that the service convenience affects consumer satisfaction, which, in turn, plays both a direct and mediating role in influencing consumers' repurchase intention. However, the role of organizational and consumer personal factors as moderators between service convenience and consumers' satisfaction could only be established indirectly through post-hoc analysis, which calls for further research. The results have important implications for planning, designing, and managing the health insurance business.     

全球服务贸易自由化态势研判——以多哈回合服务贸易谈判为视角

服务贸易是多哈回合谈判的一个重要领域。由于多哈回合进展极不顺利,新一轮服务贸易谈判进程也十分曲折。从总体上看,这轮谈判已取得了一定的阶段性成果,同时在许多方面也存在着明显的缺失。从多哈回合服务贸易谈判存在的问题、发展的进程及趋向来看,今后一个时期全球服务贸易自由化的基本态势为:领域更趋广泛,任务更为艰巨,成果仍将有限,影响更加深远。     

Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer

This study empirically examines the influence of after delivery services on customer perception of satisfaction, trust, and repurchase intention. Data from 262 survey respondents, analyzed through structural equation modeling, indicate three critical after service factors related to customer satisfaction: product exchange, returns, and refunds. Analyses also indicate significant mediating effects of customer satisfaction and trust with after delivery services upon repurchase intention. Results reveal that customer satisfaction with services also mediate the relationship between after delivery services and consumers’ trust in the retailer. The findings suggest implications for management and future research directions.     

Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

Customer Satisfaction with Consumption Systems

ABSTRACT

Purpose: This research examines how satisfaction toward a product and its associated services offered together by a single provider jointly affects behavioral intentions toward the provider.

Design/methodology/approach: In this study, empirical tests were conducted using longitudinal data spanning 5 years from a multinational company that offers both products and associated services as part of a consumption system to their customers.

Findings: Results show a joint congruent effect of product and services satisfaction on behavioral intentions is linear and positive. It appears that offering great service cannot compensate for less-than-adequate satisfaction toward the product. The results further highlight decreasing customer sensitivity to improvements in both sources of satisfaction and imply that focusing on too high levels of one type of satisfaction for their customers can actually be counterproductive for firms.

Research Limitations: Our model was tested using the data obtained from a single firm. Future research could test this model with data from multiple firms in various different industries and establish broader generalizability to the findings.

Practical Implications: Findings provide managers with insights on how to allocate resources across product and service spaces and to manage product and services revenues over time. Results also indicate that customer behavioral intention ratings are more weighted on product quality over the service received by them. However, mere improvements in the product cannot provide the highest desired results and therefore quality improvements in the product need to be complemented by improvements in service quality.

Originality/Value: There is a rapid emergence of the phenomenon of manufacturers providing both products and services as an integrated consumption system to their customers. While the provision of both product and service subsystems by the same firm leads to certain synergies, there are obvious costs to the development of new service capabilities and coordination with existing product capabilities. Our research intends to address this issue.     

Competitive Positioning in International Logistics: Identifying a System of Attributes Through Neural Networks and Decision Trees

Abstract

Firms involved in international logistics must develop a system of service attributes that give them a way to be profitable and to satisfy customers' needs at the same time. How customers trade-off these various attributes in forming satisfaction with competing international logistics providers has not been explored well in the literature. This study explores the ocean freight shipping sector to identify the system of attributes that maximizes customers' satisfaction. Data were collected from shipping managers in Singapore using personal interviews to identify the chief concerns in choosing and evaluating ocean freight services. The data were then examined using neural networks and decision trees, among other approaches to identify the system of attributes that is connected with customer satisfaction. The results illustrate the power of these methods in understanding how industrial customers with global operations process attributes to derive satisfaction. Implications are discussed.     

Action control,proxy control,and consumers' evaluations of the service exchange

This article adopts a consumer's point of view, and extends current literature that models the relationships between consumers' control perceptions, service providers' fair behaviors, and consumers' satisfaction with the exchange. Perceived control is disassembled into action and proxy control and their differential actions in the service exchange discussed. This article models, for the first time, the joint effects of perceived control and service provider behaviors on consumer satisfaction by explicitly connecting service‐provider fair behaviors to consumers' perceptions of control. The results from two repeated‐measures experiments provide support for the hypotheses. Specifically, a multivariate analysis of the data demonstrated main effects for the experimental manipulations on perceived control, perceived fairness, satisfaction, and behavioral intentions. An interaction effect between perceived control and perceived fairness was also evident in one experiment. Future research and managerial implications are discussed. © 2004 Wiley Periodicals, Inc.     

基于因子分析法的会展业参展行为决策因素实证研究

会展活动中,参展商行为是展会成功的关键因素之一。本文以建立影响参展商参展行为决策的数量模型为基础,选取在北京举办的三个典型展会进行实地调研,通过因子分析法萃取主要影响因子并确定其影响权重,研究提出影响参展商参展行为决策的主要因素,为提升会展活动效果提供参考。研究显示,展会的市场购买力、专业观众(买家)的质量和数量是影响参展决策的首要因素。展会的行业影响力、同行企业的参展情况特别是知名或龙头企业能否参展,也是影响参展决策的重要因素。对于贸易型展会,主办方的官方背景对参展决策的影响不大,参展商更看重展会自身的影响力和品牌效应。     

Trajectories for Driving the Diffusion of e-Negotiation Service Providers in Supply Chains: An Action Research Approach

ABSTRACT

The recent proliferation of online-based trade makes negotiations with service providers for global supply networks evermore challenging. The Internet is believed to be a viable means for enabling and facilitating these supply chain interactions. As such, commercial web-based services that support negotiation processes have emerged (i.e., e-negotiation services). Even though these services have promising benefits for supply chain participants, they have not been accepted by most business users. Current e-negotiation studies fail to capture the substantive reasons of this low acceptance as they typically ignore real-world aspects of commercial negotiations. As such, this study argues that an action research approach is a plausible means to study this issue, and to drive changes in the e-negotiations services market. Accordingly, a research plan is outlined with guidelines and recommendations for future action research projects.