The Retailer's Perspective on the Link Between Logistical Resources and Perceived Customer Loyalty to Manufacturer Brands

The objective of this study was to investigate the relationships between logistics and brand‐related resources, and assess their impact on the retailer's perceptions of customer loyalty to manufacturer brands. On the basis of theoretical underpinnings of the resource‐based view, this study explores the relationships among four main variables: (1) variety of collaborative logistics technologies shared between retailers and manufacturers, (2) manufacturer's logistics operations quality provided to retailers, (3) retailer's brand differentiation orientation, and (4) retailer's perceptions of customers loyalty to manufacturer brands. An online survey was conducted on 313 senior marketing and supply chain managers from retailer firms. The results of the structural equation analysis support a mediated relationship between logistical resources and perceived loyalty to manufacturer brands. The retailers believe that shared logistics technologies enable manufacturers and retailers to offer higher levels of availability and visibility of preferred brands to their end‐user customers. In turn, the end‐users become more confident with their decisions to repurchase the same brand offerings.     

Loyalty program structure and consumers' perceptions of status: Feeling special in a grocery store?

Loyalty programs are business practices increasingly pursued by companies in order to achieve customer loyalty. Recent studies have focused on the relationship between loyalty program structures (i.e., number and size of hierarchical tiers) and status levels (i.e., exclusivity) perceived by members. The current study examines two potential moderators of this relationship between program structure and perceived status. Specifically, the aim of our research was to test whether loyalty program structure affects status perceptions in more and less exclusive industries, and among consumers with more and less positive attitudes toward loyalty programs.An experimental design based on different scenarios was used. Two industries and three loyalty program structures were examined. In the airline industry, which is higher in perceived exclusivity, perceived status in the top tier of the loyalty program increased as the number of customers in the top tier decreased and as the number of tiers increased. Notably, however, loyalty program structure had no effect on perceived status in the supermarket industry, which is lower in perceived exclusivity. Moreover, even in the airline industry, status effects were only observed among respondents with a positive attitude toward loyalty programs. Those with neutral or negative attitudes toward loyalty programs were unaffected by the structure of the loyalty program. Thus, the effect of loyalty program structure on consumers' perceived status varied systematically across industries and across individuals.     

Do Negative Consumption Experiences Hurt Manufacturers or Retailers? The Influence of Reasoning Style on Consumer Blame Attributions and Purchase Intention

Negative consumption experiences adversely influence consumer perceptions of manufacturers and retailers. The author theorizes and finds that analytical thinkers are more likely than holistic thinkers to attribute the cause of the negative consumption experience to the manufacturer, resulting in lower repurchase intention of the manufacturer brand. In contrast, holistic thinkers are more likely than analytical thinkers to attribute the cause of the negative consumption experience to the retailer, resulting in lower repurchase intention at the retailer. These findings are important to marketing managers at both ends of the marketing supply chain—manufacturers and retailers—who deal with consumers with diverse cultural backgrounds.     

Factors that influence manufacturer and store brand behavioral loyalty

This study examines the factors that are linked to consumer goods brands having unusually high or low behavioral loyalty, after controlling for the association between brand size and loyalty that occurs due to the ‘double jeopardy’ effect. Behavioral, or repeat-purchase loyalty is measured as the brand's average share of category requirements (in volume) among its buyers over a 12-month period. We examine a range of factors that theory or past evidence suggests are associated with higher or lower behavioral loyalty, including brand type (store brand/manufacturer brand), price level, promotion intensity, as well as average brand volume per occasion and pack size. Using extensive US panel purchasing data, we find that store brands exhibit relatively higher behavioral loyalty than manufacturer brands. We explain the theory behind this result. We also find that the brand's average pack size and volume bought per occasion has a markedly positive association with behavioral loyalty. Finally, we find that the effect of low price on excess loyalty is moderated via a positive association with average volume purchase per occasion. These findings add to the body of knowledge relating to patterns in behavioral brand loyalty for both manufacturer and store brands, as well as the marketing-mix factors that influence it.     

The impact of customer awareness of manufacturer name disclosure on retail brand attitudes and loyalty in Korea

This paper explores the impact of exposing the name of the manufacturer on a retail brand product upon national brand loyalty, retail brand loyalty and store loyalty, It does so by exploring customer attitudes towards retail brands in South Korea, where there is a legal requirement for retail brands to portray the manufacturer׳s name. For international retailers entering markets where such disclosure is a legal requirement an understanding of the implications of this for retail brand management is essential. The findings suggest that in the Korean case revealing the name of the manufacturer who supplies the retail brand on the product packaging has a positive influence on attitudes towards retail brands, although it did not mitigate the perceived risks held by customers towards retail brand products in general.     

Store brand and national brand promotion attitudes antecedents

Retailers compete against national manufacturers by launching store brands. National manufactures regularly use brand promotions to fight store brands back. The purpose of this article is to find out whether attitudes toward national brand promotions and store brands have similar or different conceptual antecedents. The study presents and tests a model of the effects of shoppers´ characteristics (price and non-price-related) on attitudes toward store brand and national brand promotions. The results support that constructs relating to price impact both store brand attitude and national brand promotion attitude, but the strength of some of these relationships differ. Other shopper characteristics like brand loyalty and store loyalty, have similar negative and positive effects, respectively. These slight differences suggest that promotions of national brands might be a good tool for fighting back store brands, but manufacturers need to design and target these promotions carefully in order to avoid head-to-head competition.     

Slotting Allowances in China: Perspectives of a Large Manufacturer Versus a Large Retailer in the China Grocery Market

ABSTRACT

Slotting allowances and contractual marketing agreements pervade the retail environment in the United States. They represent a profit center for large retailers who exercise market power and represent a cost center for large manufacturers. Many manufacturers have alleged that they are “held captive” to procure prime retail space. Despite the influx of retailers and manufacturers based in the United States, the deployment of slotting allowances in China is less prevalent but does pervade the grocery sector. The purpose of this study is therefore to explore the attitudes of large Western manufacturers and retailers toward the issue of slotting allowances in the China grocery market through a qualitative study. In-depth interviews were conducted with key decision-makers from Coca-Cola (manufacturer) and Carrefour (retail hypermarket) to critically explore their attitudes toward slotting allowances. The interviews reveal principal differences grounded in cultural norms.     

考虑存在平行进口的跨国供应链价格竞争研究

跨境电商以及配套物流网络的快速发展致使平行进口对部分行业产生了巨大影响。通过建立三种市场权力模式下跨国制造商与本地制造商的博弈模型,本文对比分析有无灰色市场的不同模式供应链参与者的定价及利润,探析平行进口对低支付意愿市场的跨国制造商与本地制造商之间寡头竞争的影响。研究发现:市场支付意愿比值低于某一阈值时不会出现平行进口,市场权力模式和灰色市场的存在能影响跨国供应链参与者的收益多寡及定价策略;灰色市场有益于本地制造商和平行进口商,市场处于单一制造商主导模式有助于减少跨国制造商损失、增加本地制造商收益及缩减平行进口商的利润,在制造商共同主导模式下存在一个市场支付意愿比值区间,致使跨国制造商收益增加;平行进口促进还是抑制寡头供应链的价格竞争,取决于市场权力的结构形式。     

Consequences of Value in Retail Markets

We suggest that merchandise value, affect and two types of loyalty are related in the retail domain. Based on ideas from cognitive psychology on the structure of value we suggest that merchandise value is directly related to repurchase loyalty but indirectly related to attitudinal loyalty via the construct of store affect. Additionally, our model proposes that attitudinal loyalty is related to willingness to pay a price premium while repurchase loyalty is not. We also control for the effects of store familiarity and convenience. We test our hypotheses in three studies and find that, in general, our model is well supported at the level of both individual consumers and stores. Additionally, we find that perceived retailer differentiation moderates the effect of merchandise value on store affect.     

Relative persuasiveness of repurchase intentions versus recommendations in online reviews

This paper examines the effects of loyalty expressions (i.e., repurchase intentions vs. recommendations) on review persuasiveness. Specifically, we propose that repurchase intentions have a stronger positive effect on review persuasiveness compared to recommendations because of reviewer credibility. We test the above proposition using both an empirical dataset and multiple experimental studies. In addition, we examine frequency of purchase as a boundary condition for our proposition. Accordingly, we find that for frequent purchases, repurchase intentions (vs. recommendations) increases credibility, which, in turn, augments review persuasiveness. For infrequent purchases, however, we observe that recommendations (vs. repurchase intentions) enhance review persuasiveness, which occurs because of increased credibility. This research offers contributions to theory in the areas of online reviews, loyalty, source credibility, and cue-diagnosticity, as well as to practice regarding how firms should seek to elicit loyalty expressions (i.e., repurchase intentions vs. recommendations) when soliciting reviews.     

Control,Conflict and Satisfaction in International Channels:

This is a study of the relationship between foreign car-manufacturers and their respective agents in the "emerging" market of Saudi Arabia. The study takes the theories and findings about the relationship in advanced country domestic situations to see if they apply to a cross- country situation involving manufacturers from advanced countries and agents in a developing country. The study examines the extent of the manufacturer control over the dealer, the sources of that control and how each of these affect the level of conflict between the manufacturer and the dealer, and the dealer satisfaction, all from the dealer's perspective. Based on the literature, hypotheses were formulated and constructs developed using a questionnaire to which a relatively large sample of the dealers responded. Appropriate statistical tests of reliability and validity were conducted and thereafter simple Pearson correlations were calculated to test the hypotheses. Unlike in most advanced country studies, manufacturers were found to practice little control over their agents, nor was control found to be associated with the use of coercive and non-coercive measures by the manufacturers. But other facets of the relationship were found to be generally similar to other studies. Conflict was found to relate positively to the use of coercive measures by the manufacturer. Dealer satisfaction was found to relate positively to the use of non-coercive measures and negatively to the level of conflict and the use of coercive measures. The study concludes that the stick and carrot philosophy that may work in the West, does not work in the Middle East, just as others have surmised.     

Attitudes of Louisiana apparel manufacturers towards computer technology

Current literature has suggested that there is a reluctance on the part of the domestic apparel industry to adopt advanced computer technology. This study was designed to investigate the attitudes of Louisiana apparel manufacturers towards computer technology. An attitude questionnaire was mailed to all identified apparel manufacturers in the state. The results indicated that the apparel industry in the state of Louisiana is comprised of many small, privately owned companies. A large array of products in a variety of size ranges is produced in the state. Statistical analyses indicated that there were some differences between attitudes of apparel manufacturers and contractors. In general, contractors were not as aware of the availability and transferability of advanced technology for the apparel industry as manufacturers. Manufacturers and contractors who had some formal training with CAD/CAM systems had more positive attitudes toward the competitiveness of the industry with imported products. It is recommended that the apparel industry in the state explore the technological options available to modernize for a more competitive future.     

Relationship Marketing and Repurchase Intention in Ghana’s Hospitality Industry: An Empirical Examination of Trust and Commitment

Globally, the hospitality industry ranks as one of the most competitive business sectors, with competing organizations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This article examines how relationship marketing impacts trust, commitment, and repurchase intension of customers in the Ghanaian hospitality industry. The data collection questionnaire was administered to 167 randomly selected customers at a four-star hotel in the Accra metropolis. The data analysis used structural equation modeling to ascertain the significance of the relationship that exists between trust, commitment, and customer repurchase intension regarding the relationship marketing practices of hoteliers in Ghana. The findings show a positive and significant relationship between trust, commitment, and repurchase intension. The study also revealed that commitment partially mediates the association between trust and repurchase intension. This implies that both trust and commitment are necessary to attain repurchase and, eventually, loyalty.     

Ad-induced affect: The effects of forewarning,affect intensity,and prior brand attitude

Emotion in marketing communication is important because it influences the manner consumers process information. Using emotional appeal ads, a between-subjects experiment was conducted to examine the role of forewarning of persuasive intent, affect intensity, and prior attitude. Results indicate that forewarning of persuasive intent of the advertiser had negative attitudinal effects on the dependent variables regardless of experimental conditions. Forewarning of persuasive intent had negative attitudinal effects even among participants who had positive attitudes toward the company, and those who had high affect intensity. Results also indicate that participants who already had negative attitudes toward the brand were not influenced by ad-induced affect.     

Building Trust Between Consumers and Corporations: The Role of Consumer Perceptions of Transparency and Social Responsibility

Developing trust in a company is a significant part of building the company-consumer relationship. Previous studies have sought to identify the positive consequences of trust such as loyalty and repurchase, but the question of what builds trust remains largely unanswered. To answer the question, we developed a model that depicts the relationships among transparency, social responsibility, trust, attitude, word-of-mouth (WOM) intention, and purchase intention. An online survey was conducted with a US nationwide sample of 303 consumers, and the data were analyzed using the structural equation modeling method. The results indicated that consumers’ perceptions of a corporation’s efforts to be transparent in the production and labor conditions and to be socially responsible by giving back to the local community directly affected these consumers’ trust and attitudes toward the corporation, and indirectly affected their intentions to purchase from and spread positive WOM about the corporation. Theoretical and practical implications are discussed.     

Service willingness and senior tourists: knowledge about aging,attitudes toward the elderly,and work values

With the increase in the number of senior tourists, it is important to understand the attitude of tourism professionals and their skills in serving aged tourists. A total of 381 tourism professionals participated in this study. Structural equation modeling results show that attitudes toward the elderly play the major role in predicting service willingness. Gaining knowledge about aging will indirectly predict service willingness through a change in attitudes. Intrinsic and prestige aspects of work value (WV) better explain service willingness to senior tourists, while extrinsic WV is non-significant and social WV has an indirect effect on willingness. The results also suggest that real interaction experiences with the elderly can successfully change attitudes toward them.     

The strategic use of early bird discounts for dealers

We study a widely used ordering process (“Early Bird Discounts”) whereby a profit-maximizing manufacturer permits his dealers to place advance orders at a discount before they set retail prices. We show that such discounts may be used to shift just enough channel profits to dealers to enable them to cover their fixed costs and stay in business. If the manufacturer instead simply cut his wholesale price in order to generate gross margins for his dealers, these margins would soon dissipate as price competition among dealers selling the same product forced retail prices back down to the per-unit cost. We show that when dealer fixed costs are low, the manufacturer offers an Early Bird Discount to his multiple dealers that induces all but two of them to exit; when fixed costs are high, the manufacturer offers no preorder discount (i.e. switches to linear pricing) and induces all but one dealer to exit. Although uniform slotting allowances could also be used to reward dealers, a sales-based alternative like an Early Bird Discount sometimes has a key advantage when the manufacturer has dealers in cities of different sizes. If the same Early Bird Discount is offered, dealers in markets with more consumers, who typically have larger fixed costs, will preorder larger amounts and will automatically receive higher gross margins. To duplicate such payments with slotting allowances, non-uniform allowances would have to be offered to firms in different markets, which is divisive and possibly illegal.     

Goal interdependence and quality in services marketing

Service quality is considered an important competitive edge because it generates repeat sales, positive word of mouth, customer loyalty, and competitive product differentiation. This study examines the impact of a company's cooperative or competitive orientation and the service provider's warm or cold communication style on customer evaluation of service quality. Results from 83 participants in a simulated bank interview experiment indicate that when the bank communicated a cooperative orientation they perceived it as offering a higher-quality service than when it had competitive or individualistic goals. The warmth of the service personnel contributed to high-quality service, liking the bank representative, future confidence in dealing with the bank, satisfaction with the interview, and willingness to be interviewed by the bank representative in the future. These results were interpreted as suggesting that companies who can demonstrate a strong cooperative orientation toward customers and whose service providers demonstrate warmth will be considered to offer high-quality services. © 1995 John Wiley & Sons, Inc.     

Sports sponsorship effects on customer equity: an Asian market application

The authors of this study investigate sponsorship effects on customers in Korea and China, specifically to determine whether current sponsorship research applies to Asian countries and whether the model is significantly different between Korea and China. For this purpose, 251 Koreans and 309 Chinese participated in a survey. The findings suggest that appropriate fit between the sponsor and the sports event enhances brand loyalty and customer equity by positively influencing attitude toward the sponsor and brand image. However, in China, the sponsor's fit did not directly impact brand image. As expected, sporting event experience search positively affects attitudes toward the sponsoring brand, which enhances brand image. Koreans' more favourable attitude toward the sponsoring brand positively influences their brand preference, but favourable attitude does not significantly affect Chinese consumers' perceived congruency with a product. Brand image positively impacted brand preference, and therefore confirms brand personality's congruence effect in both countries. Both brand image and brand preference directly and positively enabled brand loyalty to develop more favourable customer equity. Koreans, however, showed higher effects in the relationships between brand image and brand loyalty and between brand loyalty and customer equity.     

Empirical models of manufacturer-retailer interaction: A review and agenda for future research

The nature of the interaction between manufacturers and retailers has received a great deal of empirical attention in the last 15 years. One major line of empirical research examines the balance of power between them and ranges from reduced form models quantifying aggregate profit and other related trends for manufacturers and retailers to structural models that test alternative forms of manufacturer-retailer pricing interaction. A second line of research addresses the sources of leverage for each party, e.g., trade promotions and their pass-through, customer information from loyalty programs, manufacturer advertising, product assortment in general, and private label assortment in particular. The purpose of this article is to synthesize what has been learnt about the nature of the interaction between manufacturers and retailers and the effectiveness of each party’s sources of leverage and to highlight gaps in our knowledge that future research should attempt to fill.