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.     

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.     

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.     

基于GIS和RS的蓄滞洪区和谐发展的技术路线

应用遥感与地理信息系统技术构建基于GIS模型的蓄滞洪区空间数据库,对蓄滞洪区内的基础地理数据进行存储、管理,并对空间数据进行可视化和空间分析等操作;运用RS技术对蓄滞洪区内的土地利用、生态环境变化等情况进行动态监测,建立蓄滞洪区发展指标体系;探求蓄滞洪区的和谐发展模式,为蓄滞洪区的可持续发展提供科学依据。     

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.     

Chinese tourists' views of nature and natural landscape interpretation: a generational perspective

This study investigates Chinese tourists’ views of nature, interest in animal experiences and their preferred natural landscape interpretation content from a generational perspective. Eight hundred and eight self-administered questionnaires were collected at Wulingyuan, a UNESCO World Natural Heritage Site, in China. It suggests that overall Chinese traditional cultural values and beliefs, notably the thinking of tian ren he yi (oneness of nature with humans), still have considerable impacts on Chinese tourists. They were found to have a strong sense of connection with nature and a preference for cultural interpretations of natural landscapes. Meanwhile, Chinese might be reaching a point of convergence in terms of attitude towards nature and animals with their Western counterparts, as reflected by their weak anthropocentric view, and strong ethical and aesthetic appreciation of animals, regardless of generation cohorts. Yet, the study shows significant generational gaps: older generations have a stronger connection with nature, are more concerned about environmental issues and show more support for the Western approach towards nature protection; the younger generations hold weaker anthropocentrism, and are more interested in animals, yet are less likely to learn about nature through tourism interpretation.     

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.     

Why Do They Keep Coming Back? The Effect of Push Motives vs. Pull Motives,and Attribute Satisfaction on Repeat Visitation of Tourist Destinations

We conjecture that attribute satisfaction, push motives and pull motives will be positively related to return visitation of tourist destinations. We also hypothesize that push factors will be stronger related to return visitation of tourist destinations than pull factors, both directly and indirectly as mediators of the relationship between attribute satisfaction and return visitation. In addition, we predict that age and gender will moderate the effect of push and pull factors on repeat visitation. Finally, we argue that push factors and pull factors will be mutually reinforcing. To test these hypotheses, we conducted an online survey of repeat tourists’ motives, and received 986 complete responses. Survey participants were randomly chosen from a group that met a series or qualifying questions. PLS-SEM analysis of the data showed that, as we hypothesized, attribute satisfaction and push motives were positively related to repeat visitation. In contrast, pull motives were not related to repeat visitation, either directly or indirectly, but did reinforce the effect of push motives; gender did not moderate either push or pull motives and age moderated only pull motives. We discuss the theoretical and practical implications of these findings.