How online trust evolves over time: The role of social perception

Using customer service scenarios in an online retail context, the current study examines how cognitive and affective trust develop over time and how service failure negatively impacts trust, along with the trust restoration opportunities provided by recovery. Study 1 findings reveal that the relationship between Web site social perception and affective trust is stronger for repeat visitors than for first-time visitors. Study 2 findings indicate that failure timing and recovery duration play important roles in service failure situations. Overall, the results demonstrate that consumer cognitive and affective trust develop through the number of interactions with a retail Web site over time and that increased Web site social perceptions facilitate the trust-building process.     

景区公益化背景下游客满意度提升策略研究 ——以浙江舟山东海大峡谷为例

国家发改委先后两次发文要求国有景区门票降价,实现公共资源全民共享,促进大众消费,加快景区转型升级。以浙江舟山东海大峡谷景区为研究对象,首先通过模糊综合评价法分析得出东海大峡谷游客总体满意度处于一般满意水平,其中与总体满意度水平仍有差距的是基础设施、旅游价格。其次,通过IPA分析法构建象限图进行分析,得出从业人员的服务态度、商业管理、餐饮设施、推荐意愿和景区内交通价格5项评价指标表现为高重要性和低满意度。根据评价结果探讨公益化背景下东海大峡谷实现景区在成功转型过程中提升游客满意度的策略。     

川中大峡谷地质旅游资源调查与评价研究

“5．12”汶川特大地震以来,四川旅游资源遭受了巨大的破坏与损失,震后旅游资源的保护和开发成了研究热点。本文基于旅游地质资源调查与评价,分析研究了川中大峡谷的形成原因、景观价值,采用定性与定量相结合的方法对川中大峡谷主要的旅游地质资源进行科学的评价,为促进当地的旅游发展做出了引导。     

The traditional marketplace: serious leisure and recommending authentic travel

ABSTRACT

Services reliant on revenue generated from tourism are often beholden to how authentic visitors perceive their offering to be. From a managerial perspective, this is exacerbated when they serve a dual-purpose, as both actively ingrained in local culture and showcased international tourist attractions. As such, this study contributes to Kolar and ?abkar’s (2010) consumer-based model of authenticity by assessing the relationships between serious leisure, object-based and existential authenticity, and visitor word-of-mouth (WOM) recommendations in Iranian cultural tourism. Utilising partial least-squares structural equation modelling, and drawing upon responses from 615 visitors to the Tabriz Grand Bazaar, it thus extends the model’s applicability to the developing Middle Eastern context. The results extend extant research by emphasising the importance of object-based authenticity, as opposed to existential authenticity, in stimulating positive visitor WOM recommendations. Consequently, this study advances the prevailing understanding of the role of authenticity in stimulating positive behavioural intentions by highlighting how destinations can stimulate visitor recommendations.     

Evaluating the Factors Influencing the Number of Visits to Farmers’ Markets

The primary objective of this article was to determine key factors affecting the frequency of consumer visits to farmers’ markets. Data were obtained from in-person surveys administered in two farmers’ markets locations in Texas, and used to determine consumer factors, market factors, and socio-demographic characteristics of shoppers influencing frequency of visits. The results of the model showed that travel distance, number of adults in the household, market promotional activities such as entertainment and education, food events, and, to a lesser degree, some demographic variables were all determinants of frequency of visits to farmers’ markets. The negative effect of the distance to the market highlights the importance of farmers’ market location and influences the demographic profile of buyers as most visitors tend to shop in nearby markets. Thus, results also suggest that demographics characteristics are a weak predictor of farmers’ markets interest.     

The timing and context of consumer decisions

Researchers have long recognized the importance of studying consumption activities over time, but they have had inadequate theories and methods for studying consumers over the course of their lives. This paper suggests that the life course paradigm that has been widely used in social sciences could be employed to overcome some limitations of previous consumer research. To illustrate its application, two consumption activities are used??one first-time and another repeat choice. Hypotheses are developed based on the most popular life course theoretical perspectives, and data from a national longitudinal study are used to test them. The results show that consumers are influenced by prior life experiences and future expectations, and they suggest the value of studying consumer behavior in time and context using the life course paradigm. Finally, the paper discusses implications for theory development and future research using this innovative approach.     

Exploring the incidence and antecedents of buying an FMCG brand and UPC for the first time

Two studies provide estimates of the upper range of incidence of first-time (brand and UPC) purchases, claimed reasons for these new purchases, and consumer profiles of first-time brand buyers. Study 1 analyzes three years of transaction data from 10,000 loyalty card members; Study 2 reports on 510 mall-intercept interviews in two different stores. Despite the vast range of items available in modern supermarkets, new brand purchasing is not particularly common: new brands constitute about 5% of items in a basket and are purchased on about 1/3 of shopping trips. The majority of these new-to-consumer purchases have been prompted by in-store stimuli (noticing new brands, price promotions and stock-outs). Interestingly, demographic characteristics between first-time and existing buyers did not differ. Providing further evidence to the habitual nature of grocery shopping, the results indicate limited opportunities to expand/change consumer repertoires suggesting the need for ongoing marketing activities for FMCGs.     

Estimating Contagion on the Internet: Evidence from the Diffusion of Digital/Information Products

Even as the Internet continues to grow as a global platform for communication and commerce, the success of new value offerings on the Internet hinges on acquisition of new customers and retention of existing customers. Central to the flow of customers in and out of trial and repeat behavior in this burgeoning and dynamic environment, characterized by diversity among both producers and consumers of value offerings, is the process of social contagion—active word of mouth that flows among customers or passive observation of others. To estimate contagion on the Internet, the authors develop a trial-repeat purchase diffusion model for successive innovations in value offerings on the Internet. The model extends the state-of-the-art diffusion modeling by incorporating (i) dynamic market potential, (ii) heterogeneity among first-time triers, (iii) heterogeneity in word of mouth due to repeat buyers and non-repeaters (i.e., positive and negative word of mouth), and (iv) dynamic repeat purchase rate. The model also incorporates the influence of product characteristics, specifically source of innovation (i.e., whether the innovation is driven by environmental needs or competitive pressures) and product bundling, and competition. The authors test the model with weekly adoption data for 11 computer software products available on the shareware system, involving over 100 new versions in the period 1991–1994, and in a market whose size grows by a factor of fifty from early 1991 to late 1994. The findings clarify the role of word of mouth effects, competition, and product characteristics in fostering the diffusion process for digital information goods.     

Product,Environmental, and Service Attributes That Influence Consumer Attitudes and Purchases at Wineries

Abstract

Direct sales of wine and winery souvenirs to winery visitors is important in a number of regions throughout the United States and around the world. The attributes that influence winery visitors' beliefs can have a significant impact upon wine purchases, repeat visits, positive word-of-mouth comments, and upon future purchases at restaurants and other retail outlets. A study of winery visitors found four underlying factors from a list of 17 attributes. Regression results indicated that several wine, environment, and service attributes have a significant impact upon consumer attitudes and purchases. Product and purchase involvement were also found to impact purchase behavior.     

Vehicle Acquisitions: Leasing or Financing?

In this study, we investigate household vehicle leasing versus financing behavior using the Interview Survey Portions of the 2001 Consumer Expenditure Survey. Two research questions are addressed in this study: (1) What are the demographics of those who lease as opposed to those who finance, and (2) What are the major factors affecting a consumer's probability of leasing versus financing when acquiring vehicles? Findings show that among income and demographic characteristics, being older, Caucasian or Hispanic, college educated, living in urban Northeast and Midwest, living in large Metropolitan Statistical Areas (MSAs), not having teenagers in the family, and having a higher income increase a consumer's probability to lease a vehicle. Most of these income and demographic effects either become smaller or disappear after the vehicle characteristics are controlled for. Among vehicle characteristics, being newer, Japanese or European made, luxury brand, with more cylinders, with power brakes, sunroof, and four‐wheel drive increase the probability of leasing. Purchasing the vehicle new instead of used, having a lower down payment and monthly payments, and having a smaller number of contracted payments also increase the probability of leasing.     

Website-generated market-research data Tracing the tracks left behind by visitors

Entrepreneurs and big firms alike now have access to an unprecedented marketing-research tool: the server's log files that track visitors as they explore a website. Unlike traditional surveys that measure attitudes, opinions, or intentions, server log files measure actual behavior. This digital data source provides detailed information on consumer interaction with a business's website, such as what other website brought them to the site, where they entered, how long they stayed, and from which page they left. A case study of a Florida seafood restaurant illustrates this new research tool's practical value. Upon analyzing his site's log files, the restaurant owner was able to create links with noncompeting businesses to increase his own hits; was able to redesign the home page to encourage repeat hits and click-throughs; and learned that outdated website material should remain available for interested consumers.     

The Intergenerational Propagation of Wealth Inequality

This paper highlights the crucial role of demographic assumptions in models of the intergenerational transmission of wealth inequality. Specifically, we show that Alan Blinder's surprising predictions that bequest and mating practices can sustain but cannot cause wealth inequality are extremely fragile. We show that these predictions depend on a common and apparently minor demographic assumption: fixed sex ratios in family composition. We implement the Blinder model as an agent‐based simulation and show that without this demographic assumption such familial institutions are causative for wealth inequality, even in the long run.     

To Technovate or Not to Technovate? Examining the Inter-Relationship of Consumer Technology,Museum Service Quality,Museum Value,and Repurchase Intent

Increased reliance on technology has driven museums to consider the technology required to provide a creative cost effective experience. Technovation is a process of developing and innovating services using technology. This research will contribute to a better technology investment decision-making for museum managers and advance understanding of consumer value, co-creation, technology use and museums. Structural equation modelling was conducted on a survey administered to 412 museum visitors to test technology efficacy, technology acceptance, service quality, museum value and repeat intent in museums. Results indicate the significant relationships of technology self-efficacy, technology acceptance, service quality, museum value to repurchase intention. Consumers supported the role of technology and suggested that technology innovation in museum service delivery is essential. The research suggests that to ensure value co-creation, technology management must guide and support the visitor with the interaction. This is the first known paper testing this system of relationships in the museum context.     

Inflatable rescue boat-related injuries in Queensland surf lifesavers: the epidemiology - biomechanics interface

The objective was to describe the relationship between epidemiological and biomechanical factors in the causal pathway of inflatable rescue boat (IRB)-related injuries in Australian surf lifesavers; to develop epidemiological and biomechanical methodologies and measurement instruments that identify and measure the risk factors, for use in future epidemiological studies. Epidemiological and biomechanical models of injury causation were combined. Host, agent and environmental factors that influenced total available force for transfer to host were specified. Measurement instruments for each of the specified risk factors were developed. Instruments were piloted in a volunteer sample of surf lifesavers. Participant characteristics were recorded using demographic questionnaires; IRB operating techniques were recorded using a custom-made on-board camera (Grand RF-Guard) and images of operating techniques were coded by two independent observers. Ground reaction forces transmitted to the host through the lifesaver's feet at the time of wave impact were measured using a custom-built piezoelectric force platform. The demographic questionnaire was found practical; the on-board camera functioned successfully within the target environment. Agreement between independent coders of IRB operating technique images was significant (p < 0.001) with Kappa values ranging from 0.5 to 0.7. Biomechanical instruments performed successfully in the target environment. Peak biomechanical forces were 415.6N (left foot) and 252.9N (right foot). This study defines the relationship between epidemiological and biomechanical factors in modifying the risk of IRB-related injury in a population of surf lifesavers. Preliminary feasibility of combining epidemiological and biomechanical information has been demonstrated. Further testing of the proposed model and measurement instruments is required.     

A GIS-based spatial decision support system for tourists of Great Smoky Mountains National Park

Great Smoky Mountains National Park (GSMNP) is filled with an abundance of ecological diversity, historical significance, and recreational opportunities for visitors to explore and experience. The wide range of potential activities available in the park also present a major challenge for park visitors to plan activities that will better meet their preferences and constraints. With the large amounts of spatial and non-spatial data associated with the diverse resources and activities in the park, it is a logical choice to use geographic information systems (GIS) for storing, managing, analyzing, and visualizing the data. Nevertheless, GIS functions alone are insufficient to facilitate activity planning for park visitors. This paper presents a GIS-based spatial decision support system (SDSS) application that integrates GIS functions and SDSS designs with easy-to-use graphic user interfaces to help visitors of GSMNP choose and plan their activities more effectively to match their personal preferences and constraints.     

A predictive investigation of first-time customer retention in online reservation services

This paper reports a predictive investigation of first-time customer retention in an emerging service business—online reservation services. We work with an online platform that enables customers to make reservations for various types of restaurants. With numerous first-time users on the platform, the focal company is eager to effectively identify recurring customers. However, the business problem is challenging due to that each first-time customer has one and only one booking record hinders the use of well-established marketing models that demand multiple booking records for a customer. By analyzing more than 100,000 observations, we extract booking-related features that are useful in predicting first-time customer retention. Our feature extraction is potentially applicable to other service sectors (e.g., hotel, travel) with similar booking information fields (e.g., reservation timing, party size). We further conduct a comparative study in which surprisingly, the seemingly simplistic generalized additive model (GAM) for our test cases consistently outperforms computationally intensive ensemble learning methods, even the cutting-edge XGBoost. Our analysis indicates that there is no silver bullet for applied predictive modeling and GAM should definitely be included in the arsenal of business researchers. We conclude by discussing the implications of our study for online service providers and business data analytics.     

Which little piggy goes to market? Characteristics of US farmers' market shoppers

The growth in farmers' markets in the US has raised questions about whether they are a niche market or appeal to a broader population. Using a simple, random sample of US food shoppers, this study uses a test of means to examine whether there are differences in characteristics between those who shop at farmers' markets and those who do not. A key finding was that there was no significant difference in the level of food expenditures between shoppers and non‐shoppers. In addition, a probit model was used to examine the marginal effects of attitudinal, behavioural and demographic variables on the probability of shopping at a farmers' market. The probability was significantly increased by the following: enjoyment and frequency of cooking, being female and the presence of another adult in the household. Income did not significantly influence the probability of shopping at a farmers' market. However, the probability of shopping at a farmers' market was significantly reduced if respondents perceived that cost was the most important characteristic of food. These characteristics imply limited appeal of farmers' markets currently to convenience‐oriented, single‐person, and single‐parent households.     

Travelling for Umrah: destination attributes,destination image,and post-travel intentions

This paper examines the links between cosmopolitanism, self-identity, and a desire for social interaction on perceived destination image and behavioural intentions. A model was tested using a sample of 538 Iranian visitors to Mecca for the purpose of Umrah. The result from the structural model suggests that destination attributes influence perceived destination image. Further, such tourists are likely to revisit or recommend Islamic destinations if their experience matches their perceived image of the destination. This implies that, while the religious characteristics of the destination remain important, destination managers cannot disregard the tangential, non-religious attributes of a destination which are crucial in order to satisfy more conventional tourist desires. As such, this study suggests that those managing religious travel destinations should endeavour to foster a welcoming image, where experience, interaction, and tolerance are at the forefront of the destination’s offering.     

Consumer behaviour in the credit card market: a banking case study

This paper analysed the demographic, socio‐economic and banking‐specific determinants that influence the choice of credit cards. A multinomial logit model was run on a recent portfolio of banking customers based in Italy. The model incorporates the type of credit cards as the dependent variable and a set of explanatory variables. The empirical results provided useful insight into the structural characteristics of the card payment system and offered a microeconomics perspective to analyse consumers' behaviour and preferences. Overall, women, older people, residents in the centre of Italy and secondary card owners are more likely to acquire a classic card. Gold cards are preferred by older customers, whereas younger clients have a higher probability to choose a revolving card, which is also preferred by the residents in the North‐east. The analysis on the continuous variables highlighted that Italy can be regarded as a ‘conservative’ market with room for credit card upgrading and expansion into more sophisticated products.     

Fraudulent Return Proclivity: An Empirical Analysis

While many frameworks of service dynamics assume that consumers will not intentionally disrupt service encounters, a growing body of studies argues that dysfunctional customer behaviors are far from rare. Although a number of studies have explored such behaviors, deliberate fraudulent returning by consumers is relatively under-researched. Fraudulent returning refers to consumers taking back goods to a retailer knowing that such a return is contrary to the firm or legal rules and regulations governing such returns (including returning functional but used or consumer-damaged goods). This article is structured in the following way. First, in order to clarify the nature of demographic control factors, we briefly outline existing research into the demographic characteristics of complainers and fraudulent returners. Thereafter, we present the findings of a study designed to identify which demographic factors are linked to fraudulent returning. Second, we present a conceptual model of the psychographic antecedents of fraudulent returning proclivity. After describing the research design, methodology, and the approach adopted to test this model, we present the results of a second study developed to model the predictors of fraudulent proclivity that also controls for the demographic factors identified in Study 1. We conclude with a discussion of the contributions and limitations of these studies.