Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters

This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers’ encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer’s service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets.     

The bright side of disorganization: When surprise generates low-price signals

The research problem of this paper attempts to understand the effects of disorganized versus organized shelves on search information. Contemporary retail studies have tended to discover how the organization of displays can evoke increased consumer attention. Thus, the purpose is to examine how disorganization cues shelf displays foster surprise through information search and the implications of that process for visualizing low-price signals. In three experiments carried out using eye-tracking devices and face reader techniques (two in the laboratory and one in the field), empirical evidence is presented that disorganization cues can generate an increase in information search generated by cognitive processing, increased emotional surprise manifested levels via schema discrepancy, and perception of low-price provoked by the attempt to reduce the risk of choice.     

Can craft beverages shape a destination’s image? A cognitive intervention to measure pisco-related resources on conative image

Assessing potential tourists' perceptions is vital to build a destination image and brand capable to attract new and repeated visitors. The increasing popularity of craft beverage tourism in recent years is incentivizing destinations to (re)design their offerings and (re)brand their image based on their craft beverages. This study investigated how the image of an emerging craft beverage tourism destination (Ica, Peru) is formed among potential tourists by inducing cognitive image (knowledge presented through picture-text dyads) of Ica's iconic resources, staple craft beverage (pisco), and resources associated with its production. Additionally, it measured the impact of local resources' characteristics, affective image, and personal characteristics on conative image (interest to visit and willingness to recommend) at different intervention stages. Results indicate that pisco-related resources are powerful enough to motivate travel, and that the characteristics of a mix of resources should be combined with beverage-specific information when developing branding strategies for craft beverage tourism destinations.     

利用大数据分析技术的智能化网络故障诊断系统

随着网络技术的快速发展以及各种新网络业务的出现，网络的规模日益扩大和复杂。同时，各种网络服务对于网络可靠性的要求也逐渐提高，这就对网络的维护提出了更高的要求。在这种情况下，传统的网络维护模式逐渐不能适应现代网络发展的需求。针对现代大型网络的故障诊断问题，利用大数据分析技术，设计并完成了一套整体的智能化故障诊断系统。在此系统中，针对不同的故障类型，利用能够获取到的数据类型，针对性地设计了相关的故障诊断模块和算法。系统整体基于开源的数据处理平台构建，具备良好的可扩展性。通过实际案例数据的验证，结果表明此系统具备良好的处理实际网络故障的能力，将大数据分析技术应用于网络故障诊断领域也具备较强的可行性。     

In the Bear’s Shadow? Russia’s International Image and Its Influence on Investments of Russian Companies in Post-Socialist Europe

The paper examines Russia’s international image and its influence on investment by Russian companies in post-socialist Europe. Findings are based on the cases of Gazprom’s South Stream Pipeline project, and Sberbank’s acquisition of Volksbank’s Central and Eastern European assets in Hungary and Serbia. The paper demonstrates that international positions and economic interests of two countries determinate decisions regarding investments of Russian companies, while Russia’s image to some extent accelerates these decisions in Serbia. The paper is based on the results of interviews with representatives of business communities conducted in Hungary and Serbia in 2012–2017, professional reports, and official documents.     

Corporate rebranding: effects of corporate visual identity changes on employees and consumers

Many organizations invest periodically in a new corporate visual identity (CVI). This study investigates the main effects of CVI changes in four organizations, taking into account three independent variables: stakeholder type (employees vs. consumers), the specific organization, and communication about the CVI change. The results show that CVI changes had positive effects on CVI appreciation and identity/image. However, the effects were different for employees and consumers and differed between specific organizations. Furthermore, adequate communication about the new CVI appeared to be important for people’s appreciation of the CVI. The implications of these findings are discussed.     

The U.S. tourists’ perceptions of destination China over two transformative periods

This study conducted a textual analysis of The New York Times to examine the U.S. tourists’ perceived image of China as a destination by comparing the two periods of January 1980–May 1989 and January 2005–December 2015. The study found a drastic shift of the U.S. tourists’ affective image of China as a destination from being favorable and positive in the early period to being unfavorable and negative in the recent period. The affective image was characterized by the two domains of Exoticism and Sense of Superiority in the 1980s, as compared to the two domains of Ordinary and Negative National Image in the recent 10 years. Paradoxically, such a sentimental shift on the part of the U.S. tourists occurred while their perception of China’s destination attributes either did not change or grew more positive.     

Advertising to the masses: the effects of crowding on the attention to place-based advertising

Advertising situated in environments where people congregate or pass through on their way to somewhere else benefit from being placed in such high traffic areas. However, these strategically placed ads also suffer from conditions of human crowding that prevents them from being noticed and processed. We undertake a study of place-based advertising in a shopping mall using facial recognition software to determine the effect of human density on the attention directed to advertising. We find that as human density increases, attention to advertising decreases, but only to a point where it begins to increase again. Our research also finds that human density plays a moderating role on the motivation to process advertising.     

Preference for a career in retailing: a question of personality

Drawing on previous findings from the field of brand personality research and employer branding, this paper aims to explore the symbolic attributes of the retail industry image in South Africa and to identify those personality traits that distinguish preferred industries from the retail industry. The research provides a contemporary overview of the current image of the retail industry in South Africa from the perspective of young university students and allows retailers to strengthen their joint communication effort accordingly. Therefore, a quantitative survey study with 1426 participants from five South African universities was conducted. Participants assessed personality characteristics of the retail industry as well as their most preferred industry. The main results suggest that retail and non-retail students hold different personality perceptions of the retail industry and that prior retail involvement accounts for this difference to some extent. Moreover, the analysis shows that retailing performs significantly worse on those personality attributes that are of major importance for future job seekers. Additionally, the study identifies those attributes that exert a strong effect on students’ preferences for the retail industry. The findings provide useful communication themes for educational institutions, retail companies, and industry associations in order to foster positive personality perceptions associated with the retail industry.     

‘I just hope people can forgive me’: Australian women athletes,apologies and image restoration at the Rio Olympic Games

Prior to the 2016 Olympic Games, Australia’s Chef de Mission Kitty Chiller predicted that the Australian team could win as many as 16 Olympic gold medals. Australia’s Olympic team won a total of eight gold medals and the sports media reacted by suggesting the team had ‘failed’. At the 2016 Olympic Games, three high-profile Australian female athletes apologised to the Australian public for their performances. This study examines these three interconnecting cases and how such behaviour is linked to research that examines sports media and gender (including female agency), ‘image restoration’ and third-wave feminism. Additionally, this work identifies how the culture of third-wave feminism is conceptually troubled by the notion of the ‘female apologetic’ and calls for a re-examination and modification of such a notion.