Differentiation value through services in a manufacturer's delivery chain

The delivery of industrial goods includes various possibilities for service business. Previous research has concentrated on third-party logistics (3PL) providers' perspective on service opportunities. This study takes the manufacturer's perspective in inter-organizational relationships and investigates the potential for differentiation value though services associated with the delivery of industrial goods. Field observation was carried out on three high-volume construction component deliveries, to uncover differentiation value drivers and the emergence of service opportunities in a manufacturer's delivery chain. The results complement earlier 3PL-centered goods delivery research by showing that the manufacturer's unique product and process competences, and activities in the delivery chain drive differentiation value, enable new service opportunities. The findings, thereby, draw attention to manufacturers and their competences as sources of added-value service in the delivery of industrial goods. Manufacturing firms have various options for differentiation and centrality in the inter-organizational network through cooperation with third parties. The results reveal that third parties can be hidden sources of added customer value in the goods delivery chain. The differentiation value for different firms in the industrial goods' delivery chains can emerge when firms begin to develop and offer services to each other, and therefore a proactive and in-depth analysis of their customers' differentiation-oriented value hierarchies is required.     

Consumer values,motivation and purchase intention for luxury goods

There is considerable ambivalence in how different societies and cultures relate to the consumption of luxury goods. Thinly focused in the literature are Islamic societies (with rapidly emerging ‘super-rich’ consumer segments) where the concept of luxury may be in tension with religious values. Set against this background, this paper investigates how consumer values and motivation influence purchase intentions towards luxury goods. Based on a sample of 400 respondents drawn from Morocco and applying logistic regression models, the paper finds correlations between the intention to buy luxury goods, motivation and personal values. Paradoxically, the influence of religion appears to diminish as consumer affordability of luxury goods increase. Partly due to globalization of markets and impacts on consumer values, Moslems are not fundamentally different from western consumers with regard to predispositions towards luxury consumption. Potential impacts of religion on luxury consumption attitudes and personal values appear to be moderated by the global consumer culture. The results also show an important gender underpinning especially when considered alongside perceived gender biases in consumption decision-making in many Islamic countries. Regarding the nature of purchase behavior women were found to be more positively disposed to impulse purchasing of luxury goods compared to men while more educated people, generally, indicated a greater tendency towards rational than impulse buying decisions.     

Social rights, essential services, and political mobilization in post-apartheid South Africa

This paper discusses movements that organize constituencies in order to allow them access to the consumption of goods and services, while rejecting at the same time their identity as consumers. Instead, they base their claims on people’s identities as citizens of the state and members of communities. Putting forward the notion of social rights, the paper examines how movements operating among marginalized communities in the post-colonial world work to define rights and entitlements, and use these to mobilize for enhancing the delivery of social services. In particular, the focus is on rights to land and to public utilities (water and electricity) in post-apartheid South Africa. Examining these in the context of political transition, the paper looks at different legal and political strategies, and the ways in which they draw on and shape discourses of power, rights, and social consumption. It concludes that meaningful social change and effective service delivery require a combined strategy, working with the courts and legal professionals, together with popular constituencies, the media, civil society organizations, academics, and state officials.     

Determinants of Consumer’s Willingness to Purchase Gray-Market Smartphones

The study analyzes the influential factors of consumers’ willingness to purchase gray-market smartphones by considering the model of novelty seeking, status consumption, integrity, and perceived risk. Attitude toward counterfeit is used as mediation in the model. The causalities in the model of problematic willingness of consumer to purchase gray-market smartphones are hypothesized. A total sample of 350 respondents with 238 effective samples is collected by interviewing with questionnaires at the service counters of telecommunications operators. Structure equation modeling (SEM) is adopted in the analysis. Consumers’ attitude toward counterfeit goods is found to be positively related to the willingness of consumers to purchase gray-market smartphones, but perceived risk is negatively related to consumers’ willingness to purchase. As for personality constructs, integrity and status consumption are found to be negatively related to consumers’ attitude toward counterfeit goods, but novelty seeking is positively related to the attitude. Further, managerial implications for branded smartphone manufacturers and telecommunications regulators are provided by the research.     

Consumer behaviour and services: A review

This article reviews the current literature in the fields of consumer behaviour and the marketing of services in order to examine the main issues facing the consumer in purchasing services, as opposed to goods. Five distinguishing characteristics of services are discussed and the implications of these for the consumers are placed within the information processing model of consumer behaviour theory. The article suggests that there are particular problems for consumers in acquiring effective information regarding services, making comparisons on the basis of that information and subsequently evaluating the service encounter. It is our contention that unless consumer responses to the particular problems associated with services are clarified, service marketing may be in danger of pursuing provider‐orientated solutions rather than understanding the actual nature of the consumer decision process when purchasing services.     

政府消费性支出的总量乘数和结构乘数

2008年金融危机后,大规模财政支出成为各国刺激经济的主要措施之一。然而,在这些支出中,各国政府消费的产品差异明显。有鉴于此,本文构建了一个包含制造业和服务业两部门的新凯恩斯模型,并通过计算总量支出乘数和结构支出乘数来研究政府消费不同产品对总产出和两部门产出的影响。研究发现,需求引致、要素流动、政府总支出的挤出和财富效应是政府消费发生作用的四种机制;政府增加制造业消费,会通过财富效应等机制挤出政府总支出,使总产出增加和制造业产出增加,但会使服务业产出下降;政府增加服务业消费时,会使服务业产出上升,但将显著挤出政府总支出,使总产出和制造业产出下降。     

Key Account Management in information-intensive services

Key Account Management (KAM) is surprisingly little known marketing approach in retailing and consumer services context, however it has much to offer to companies in these industries. It provides an effective, practical and rather simple method for companies interested in increasing their profits by right customer and relationship management. Indeed, KAM is a business-to-business marketing approach, however most retailers and service companies can greatly benefit from it. A large number of retailers and service companies operate both in the consumer and business-to-business market. Few retailers or service providers have never invoiced another company. Moreover, most consumer goods and services are influenced by business-to-business services. The availability and quality of consumer goods and services often essentially depends on various business-to-business services in the earlier phases of marketing channels. Furthermore, by understanding the logic of KAM, retailers and consumer service providers can develop their own key supplier management. Information is one of the most important resources of goods and services in post-industrial economy. Information-intensive services are based on knowledge and refining of information. Increasing number of information-intensive services emerge both in the consumer and business-to-business market. This paper describes the nature of KAM and information-intensive services, and suggests a framework for KAM practices in information-intensive services.     

Online luxury goods with price discount or onsite luxury goods with luxury services: Role of situation-specific thinking styles and socio-demographics

Today, the luxury goods and service market is growing faster than ever. However, despite its growth, we do not know much about the ways in which consumers choose to shop online or in store when buying luxury goods. We also lack insight into the factors that can affect such luxury consumption decisions. The purpose of this study is to investigate whether consumers prefer to buy luxury goods online at a discounted price or would rather buy luxury goods in store with additional luxury services at a cover price. This study also examines the extent to which such decisions can be driven by their situation-specific thinking styles as well as other socio-demographic variables. The results show that participants adopted a rational thinking style when deciding to buy luxury goods online with price discounts. On the other hand, an experiential thinking style was evoked when participants chose to visit a store offering luxury brands and luxury services. In addition to momentary thinking orientations, gender as well as income were found to be relevant to a consumer's choice in a shopping platform when seeking luxury brands. More details about the study's findings and their implications are discussed below.     

Collaborative consumption in China: An empirical investigation of its antecedents and consequences

The aim is to clarify the impact of values on the general attitude towards collaborative consumption in a Chinese context, and the impact of the general attitude towards collaborative consumption on the intention to use and actual use of various specific collaborative consumption services. A total of 600 responses were collected in 2019. The results showed that non-ownership orientation, guanxi networking orientation, materialism, novelty orientation, and frugality orientation significantly influenced positively collaborative consumption attitude. It was also found that the impact of guanxi networking orientation on collaborative consumption attitude was mediated by non-ownership orientation. The results also showed that general collaborative consumption attitudes positively influence the intention to use all specific collaborative consumption, such as shared bicycles, shared cars, shared goods, carpooling services, and peer-to-peer accommodation. Moreover, the predictive power of the intention to use collaborative consumption on actual use is only strong in shared bicycle and carpooling services.     

Interactions,innovation, and services

Although research has acknowledged the importance of supplier–buyer relationships for goods innovation, empirical evidence on the extent and nature of the effects of original equipment manufacturing (OEM) supplier–buyer relationships on service innovation remains scarce. Based on a survey of 152 suppliers in Taiwan, this study concludes that the interaction orientation of OEM suppliers is a key factor influencing the development of two competencies: joint innovation competence and cross-functional information dissemination competence. These two competencies contribute to OEM suppliers’ exploitative service innovation and explorative service innovation, respectively. In other words, applying a resource-based view, this study provides clarity regarding the linkages shown below (an organization’s strategic orientation influences its development of organizational capabilities and results in organizational performance) for the purpose of exploring the relationship between interaction orientation and service innovation.     

仿冒品重复消费的动力机制

仿冒品现象已成为商业社会中备受关注的问题,而消费者的重复消费是它盛行的重要形态之一。本文建立消费者的仿冒品满意度整合模型,来明确仿冒品被重复消费的缘由与机制。通过调查和分析得到了以下主要结论:第一,消费者的产品涉入度、奢侈品消费动机、品牌消费认同和诚信意识对于仿冒品的绩效期望和绩效感知分别有较为显著的影响;第二,仿冒品的绩效期望和绩效感知分别对于它的满意度和重复消费有较为显著的正向影响。这些表明,仿冒品的重复性消费以消费者的专业性和诚实性为基础,并受到较高的消费预期和真实的用后感驱动。这些都为知名品牌战略制衡仿冒品提出了严峻挑战。     

International trade in services: A portrait of importers and exporters

We provide a novel set of stylized facts on firms engaging in international trade in services, using unique data on firm-level exports and imports from the world's second largest services exporter, the United Kingdom (UK). We show that only a fraction of UK firms engage in international trade in services, that trade participation varies widely across industries and that service traders are different from non-traders in terms of size, productivity and other firm characteristics. We also provide detailed evidence on the trading patterns of service exporters and importers, such as the number of markets served, the value of exports and imports per market and the share of individual markets in overall sales. We interpret these facts in the light of existing theories of international trade in services and goods. Our results demonstrate that firm-level heterogeneity is a key feature of services trade. Also, we find many similarities between services and goods trade at the firm level and conclude that existing heterogeneous firm models for goods trade will be a good starting point for explaining trade in services as well.     

A unifying view of goods and services supply chain management

Ambiguities in the constructs that are the building blocks of research may have hindered advancement of service operations knowledge/research. To alleviate this situation, the authors identify similarities and differences between goods and services to inform a view of constructs (e.g. inventory, capacity, and Bullwhip effect) that are equivalent and are of relevance to both sectors. A unifying paradigm that allows transference of ideas across the two broad sectors is proposed and illustrated with case studies.     

Use of quality tools and techniques in services

The purpose of this article is essentially twofold: to evaluate the use of quality control (QC) tools and statistical process control (SPC) in certain services and to underline the key management prerequisites that help ensure their effective use. It involves a study of a sample of case service organisations, namely banks, hospitals, courier services and utilities, to assess the (in)effective use of QC tools and SPC and what this could signify for the future. A theoretical model is proposed and conclusions are drawn on the basis of it. For the use of QC tools and SPC to be more readily accepted and valuable in service organisations, certain critical success factors are identified here. The question is also raised as to which tools and techniques might be more appropriate in services and why.     

Shedding light on sharing ECONOMY and new materialist consumption: An empirical approach

In the last decade, the sharing economy has emerged as a business model that improves the use of goods, uses fewer resources than traditional markets, increases social interactions and promotes more responsible and environmentally friendly consumption. This has led various authors to propose that the sharing economy could be a business model that will change consumers’ relationship to objects and the materialistic lifestyle. This exploratory research is, to the best of our knowledge, the first to specifically identify a new consumer materialism with the sharing economy. To this end, a survey was conducted among 384 participants in the sharing economy, identifying not only the drivers of the new materialism but also their impact on consumption.Our conclusions show that we are currently experiencing a new materialism in which the main elements of traditional materialism—property and the accumulation of goods and the happiness derived from the accumulation of goods and their exhibition as a status symbol—are losing importance. Thus, materialism is evolving from a mere static accumulation of goods towards a hybrid model in which property and the enjoyment of goods coexist with the enjoyment of experiences, which are becoming increasingly more important. Last, participation in the sharing economy drives this new materialism through its contribution to a greater awareness of consumption. In other words, the consumer has a greater consumption awareness.This paper proposes theoretical foundations to conceptualize the new materialism and a new materialist consumer profile that represents a break from the traditional conception, provides evidence on the dynamics of the feedback and empowerment of the sharing economy, and finally contributes by shedding light on its impact because the dynamics and impact of the sharing economy are more complex than they initially seem and thus it is necessary to analyse different angles and concepts.     

Evaluating Facebook brand content popularity for service versus goods offerings

Marketers using social media are struggling with its successful implementation, specifically in engaging their audiences through creation of popular brand content. Yet, creating popular brand content can lead to positive financial and brand outcomes. This research examines Fortune 500 companies' brand content strategies that contribute to Facebook content popularity metrics (i.e., number of likes and comments) for service versus goods offerings. Building on psychological motivation theory and the noted differences in culture and capabilities between goods and service firms, the article analyzes the key differences in service and goods brand content strategies in terms of branding, message appeals, and vividness. The findings from a multivariate multilevel Poisson model show that the use of corporate brand names is more popular for service messages whereas the use of product brand names, images, and videos is more popular for goods messages. Furthermore, service messages generate a higher number of comments than goods messages.     

Consumption as a social integration strategy in times of crisis: The case of vulnerable households

In this article, we focus on consumption in a context of economic hardship. From an empirical perspective, and using a qualitative methodology, we show how disadvantaged individuals and households maintain a level of consumption commensurate with the society in which they are integrated through a type of consumption conceived of here as “resilient”. Resilient consumption is characterized by being a type of expenditure oriented towards maintaining the role of consumer, that is, maintaining a minimum level of purchasing power, modifying to this end both the level and the structure of consumption, both of which are key elements in the resilience process. We identify five main strategies used by households that modify and restructure the consumption of basic goods and necessities in response to economic hardship. Key resilient consumption strategies include: reduction (cutting down on spending), substitution (replacement of one difficulty with another), compensation (pseudo‐consumption or reduced usage), transference (meta‐resilience) and integration (reinterpretation of difficulties as opportunities). We conclude that although consumption is a naturally resilient behaviour, in a crisis context, resilient practices focus on maintaining acquisition capacity in spite of reduced income.     

Time as a Resource and as a Context

If consumption takes time, then a time constraint may reduce the consumer's freedom when buying goods. Some implications of Steedman's approach are examined in this paper; some variations on the theme are considered and compared. Finally, the notion of time as a context may lead to developments in the concept of a process of consumption, and of its relations with consumption goods.     

The economic relationship between service quality and market protection for regulated household-goods moving

In considering the effects of motor carrier regulation, the direct measurement of service quality is an often neglected issue. This paper is an empirical investigation of the relationship of entry controls to service quality for household goods (HHG) moving services. The major research questions, which are based on inferences in the economic literature, have considerable importance for HHG regulation. The major finding is that carriers who receive the greatest market protection from the ICC provide inferior service quality and do not compete away excess returns by raising the level of service quality. Based on the study results, a number of theoretical and policy implications are discussed.     

Diffusion of a new intermediate product in a simple ‘classical‐Schumpeterian’ model

This paper deals with the problem of new intermediate products within a simple model, where production is circular and goods enter into the production of other goods. It studies the process by which the new good is absorbed into the economy and the structural transformation that goes with it. By means of a long‐period method the forces of structural transformation are examined, in particular the shift of existing means of production towards the innovation and the mechanism of differential growth in terms of alternative techniques and their associated systems of production. We treat two important Schumpeterian topics: the question of technological unemployment and the problem of ‘forced saving’ and the related problem of an involuntary reduction of real consumption per capita. It is shown that both phenomena are potential by‐products of the transformation process.