E-service innovation: combining directed and practice-based approaches

This paper aims to contribute to the service innovation literature by analyzing the different phases of e-service innovation in relation to the dichotomic model of practice-based versus directed innovation. In detail, using the case study method, the study investigates the innovation process of an e-service initiative developed by one of the largest universities in Italy and a banking group during the idea generation, design and implementation steps. The study advances service theory by detailing the integration of existing perspectives on service innovation and revealing the coexistence of directed innovation and practice-based changes. Finally, based on the results of this exploratory study, the paper concludes with research propositions.     

Country of origin perception and industrial purchase decision-making in New Zealand

This paper focuses on the impact of country of origin (COO) factors on New Zealand purchasing managers’ perceptions of two categories of industrial products, namely machine tools and component parts. These products are from 17 countries which are categorised in three kinds, namely developed, newly industrialised and industrialising countries. In this study a distinction is also made between country of design and country of assembly. Despite the debate that COO effects may no longer be clearly delineated because of globalisation of markets and outsourcing, this study confirms the importance of COO in industrial purchase decision-making by managers in New Zealand.     

Examining shopping mall consumer decision-making styles,satisfaction and purchase intention

Understanding consumer decision-making (CDM) styles is essential for market segmentation, positioning and crafting marketing strategies within a market. Few studies have examined the structural relationship among decision-making styles that consumers exhibit during mall shopping, level of satisfaction and purchase intention. The purpose of this study was to examine CDM styles as the antecedents and predictors of level of satisfaction and purchase intention. Based on the Consumer Styles Inventory, eight CDM styles that individual exhibit during shopping mall activities are proposed in terms of utilitarian and hedonic perspectives. We hypothesize these eight CDM styles as a set of predictors of customer satisfaction and purchase intention. A total of 327 valid paper-and-pencil questionnaires were collected from several shopping malls in Kuala Lumpur, Malaysia. Partial least squares (PLS) path modelling approach, a structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment supports that hedonic shopping styles consumers that exhibit high level of habitual, brand consciousness, fashion consciosness, recreational conscious style have lower levels of satisfaction and purchase intention during mall shopping while novelty and fashion conscious style consumers have lower level of satisfaction but do not unveil lower purchase intention. Utilitarian shopping styles consumers that exhibit high level of price conscious, confused by overchoice and high-quality conscious style have higher levels of satisfaction while impulsive/careless shoppers do not; and while price conscious, impulsive/careless, confused by overchoice consumers have higher levels of purchase intention but the high-quality conscious consumers do not unveil higher purchase intention. Further, there is a positive relationship between satisfaction and purchase intention. The practical and managerial implications are discussed.     

Factors influencing consumers' purchase decision-making in O2O business model: Evidence from consumers' overall evaluation

Online-to-offline (O2O) has become a rapidly growing e-commerce model worldwide, but the factors influencing consumers' purchase decision-making have not been examined well. After exploring the working mechanism of the O2O model, we extract eleven indexes of consumers' overall evaluation in the O2O model with Crawlzilla and R techniques. Social network analysis (SNA) is adopted to build social networks reflecting consumers' overall evaluation in the O2O model. Based on the modified social network and the extracted subgraph, this study (N = 768) reveals consumers' overall evaluation behavior patterns in the O2O model by calculating network density, central potential, edge betweenness. The results show that shoppers overall evaluate the eleven indexes, especially perceived product quality, online product price, promotion intensity, business reputation, and product brand, which reflects the significant associations between the indexes. Among all the eleven evaluation indexes, perceived product quality, online product price, and business reputation dominate consumers’ decision-making behavior. When making purchase decisions, consumers not only overall consider online product price, perceived product quality, and business reputation but also balance perceived product quality, business reputation, and promotion intensity. Finally, we make some suggestions on marketing strategy for e-commerce companies.     

Social Motives and Trust: Implications for Joint Gains in Negotiations

This study examined the role of trust via contingency model in a multi-issue multi-party negotiation setting and how it relates to outcomes. Results of a laboratory experiment with 288 undergraduate students confirmed both a main effect of Social Value Orientations (SVO), such that cooperative negotiators achieved higher joint gains than pro-self negotiators, and a main effect of Motivational Orientations (MO), such that pro-social negotiators attained higher joint gains than egoistic-oriented negotiators. Furthermore, the predicted interaction effect between SVO and MO, such that negotiators with a pro-self SVO attained higher joint gains in a pro-social, in contrast to an egoistic MO, condition was confirmed. This effect was fully mediated by trust. The dimension of trust that explained the SVO and MO interaction was that of concern for fellow negotiators as rated by oneself, as well as by an objective third-party observer. Implications for the strategic use of social motives and trust on effective information exchange and negotiated outcomes are discussed.     

Motives for Corporate Philanthropy in El Salvador: Altruism and Political Legitimacy

This paper discusses how Salvadoran companies practice corporate philanthropy in El Salvador, and what might motivate it. First, I briefly discuss three principal theories of corporate philanthropy, and explore some current trends in international corporate philanthropy to highlight some of the motives Salvadoran companies may have to participate in charitable activities. Then, I discuss the history of the Salvadoran private sector to help us understand philanthropic activity today. Next, I suggest that philanthropic acts by Salvadoran firms are driven by altruistic and politically strategic motives, and reflect individualistic and paternalistic attitudes. In the discussion, I include examples of Salvadoran corporate philanthropy as it is practiced today, based on recent field research in El Salvador.     

Motives for service sabotage: an empirical study of front-line workers

Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical insights into the motives of employee sabotage in the service sector. The evidence suggests varying motives for forms of service sabotage ranging from the benign, to the recalcitrant, to the, significantly less common, malicious. The findings of the study indicate the necessity for studies of employee work-based behaviours to incorporate a more complex but more comprehensive conceptualization of employee motivations for both sabotage and resistance-related activities.     

When the customer has left the store: An examination of the potential for satisfaction rub-off effects and purchase versus no purchase implications

Two lacunae in the relationship marketing literature are examined in this paper: (1) effects of satisfaction stemming from one particular store visit on the customer׳s relation to other stores (the existing literature typically focuses on the customer׳s relation to one satisfaction-creating store), and (2) the extent to which the impact of customer satisfaction on future intentions is moderated by what happens during the satisfaction-creating visit in terms of purchase versus no purchase (the existing literature typically assumes that the customer subject to satisfaction has purchased something, despite the fact that the reality of retailing consists of many customers leaving stores without purchases).     

Consumer behavior and purchase intention for organic food: A review and research agenda

In this article, we review and discuss the factors, which affect the change in the consumer behavior towards organic food. We extract findings from various studies conducted in different countries and analyze those factors and provide suggestions for future research. We find that health-conscious consumers show a growing preference for organic food over the conventionally grown food. This shift in the attitude of the modern consumers is greatly influenced by the rising incidence of lifestyle diseases, such as heart disorders and depression. The need to purchase organic food to improve the quality of life will have huge implications for the retail, distribution and marketing functions of business.     

Mobile-assisted showroomers: Understanding their purchase journey and personalities

Over the last decade, the retail sector has undergone a dramatic transformation, driven by rapid advances in consumer and retail technologies, an evolution of omnichannel environments, and changing consumers who increasingly use their smartphones inside brick-and-mortar retail stores as personal shopping assistants. In this context, showrooming has become a common practice for omnichannel mobile consumers (Flavián et al., 2020). The present study investigates the under-researched phenomenon of mobile-assisted showrooming behavior. Adopting an exploratory qualitative research approach, 31 semi-structured individual interviews were conducted with consumers in a metropolitan city in Queensland, Australia. The authors propose a shopper journey framework that challenges the sequential consumer decision-making process. Influenced by showrooming predispositions, mobile-assisted showroomers pursue a hybrid product evaluation phase that encapsulates both physical and mobile activities during the brick-and-mortar retail visit. In addition, the research identifies four unique personas of mobile-assisted showroomers. The results contribute to extant literature on omnichannel and showrooming behavior by identifying predispositions, behaviors, and segments of mobile-assisted showroomers. The study provides retailers with new strategies to segment mobile-assisted shoppers more effectively and understand their needs and shopping motivations.     

Conversations during purchase consideration: sales assistants and customers

Conversations among and between our fellow customers and sales personnel provide social and informational exchange to support material exchange in retail settings. A 2 x 2 factorial field experiment (in a ladies' clothing retailing context) was undertaken to compare perceptions of the effects of oral contributions made by sales assistants, and by fellow customers, on levels of satisfaction, purchase intentions and credibility during the service experience. Conversations with other customers are shown to lead to greater perceived satisfaction in the consideration phase than those with sales assistants. Sales assistants are confirmed as less credible, and the notion that spoken interactions with assistants may lead to increased purchase intention is rejected.     

Motives for and the management of countertrade in domestic markets

The emergence and persistence of modern countertrade (CT) is attributed to many factors including circumventing credit and foreign exchange problems, surmounting barriers to otherwise closed markets, hiding price cuts or simply exporters’ need to remain competitive. Because CT arrangements comprise bundles of buying, selling and financing contracts, explaining why firms conduct CT requires explanation of why a package deal is preferred to a set of component contracts. Examination of domestic CT stripped of “international ramifications” reveals the inherent rationale for CT as a desire to hide price discounts and to overcome cash shortages. Questionnaire data obtained from UK and Canadian firms broadly support this. If CT is worth undertaking, it requires effective management. The paper concludes by discussing the implications of CT for marketing strategy and planning.     

Frequency and Motives for Stock Dividends in a Unique Environment

We investigate the possible differences in the information content of stock dividends between firms that distribute stock dividends frequently (frequent distributors) and firms that distribute stock dividends infrequently (infrequent distributors) using a unique data set from Oman where the market microstructure frictions are either absent or limited. We find that infrequent stock dividend distributors have higher postdistribution operating performance relative to frequent distributors. We also find that the illiquidity measure is significantly related to the announcement effect only for frequent stock dividend distributors, whereas short‐term performance is significantly related to the announcement effect only for infrequent distributors. Our findings indicate that infrequent stock dividends are used mainly to convey favorable private information about the firms’ future prospects, and frequent stock dividends are used to reduce stock price to an optimal trading range in order to improve trading liquidity. JEL classification: G14, G35.     

Explaining NFL fans' purchase intentions for revered and reviled teams: A dual-process perspective

Prior research in consumer decision-making describes the increased utility derived from consideration of both cognitive and emotive determinants of choice (i.e., a dual-process approach). In the sport consumption context, cognitive factors such as personal beliefs and feelings for a particular team have been shown to influence fan behavior. Further, fans often engage in team-related discussion and behaviors rooted in cognitive and emotive perceptions; yet, research examining such factors jointly as determinants of sport consumption is limited. Using undergraduate business student samples from the southwest U.S., this research develops, tests, and shows support for two dual-process models for revered (Study1) and reviled (Study 2) National Football League (NFL) teams.     

Both Sides of the Coin: Motives for Corruption Among Public Officials and Business Employees

The aim of this study is to better understand why public officials and business employees engage in corruption. Insight into individual-level explanations for corruption was obtained with the aid of a self-report survey. The results suggest that the most indicative factors of whether or not individuals are corruption-prone are as follows: the moral conviction they have to refrain from corruption; perceptions of whether their colleagues approve of and engage in corruption; and difficulties experienced in complying with the rules on corruption. This result pattern was identical for public officials and business employees alike, and as a consequence, for both sides of corrupt acts. The latter indicates that the same motives may not only underlie corruption in both private and public sectors, but also the act of corruption in its active and passive forms. The results of the current study do not provide strong support for the assumption that economic considerations—expected costs and benefits—are crucial in predicting corruption. Based on the findings that norms and the perceived opportunity to comply are dominant factors in explaining corruption, this article focuses on the practical implications for the development of anti-corruption strategies within both public and private sectors.     

Cigarette pack and advertising displays at point of purchase: community demand for restrictions

Tobacco promotion influences tobacco consumption. Traditional forms of tobacco promotion have been heavily restricted in response to the harmful effects of tobacco. Tobacco displays at the point of purchase are increasingly important as a means of communicating brand imagery for the tobacco industry, especially when advertising is restricted at these points. Previous research has demonstrated that children exposed to tobacco advertising at the point of purchase have inflated perceptions of availability, use and popularity of tobacco. Internationally, laws are being debated and implemented to prohibit or restrict the display of tobacco at the point of purchase or put tobacco out of sight. Such measures would reduce tobacco product exposure and, hence, tobacco marketing among youth and the community. In South Australia, a ban on all cigarette advertising at the point of purchase was introduced in 2005. This study was designed to assess community support for restrictions on cigarette displays and advertising at the point of purchase. A telephone survey was conducted with a random sample of 2026 South Australian adults (aged 18 years and over) in July 2005. Overall, 63% of the community approved of a hypothetical total ban on cigarette displays at the point of purchase, with over three‐quarters believing this should happen in the next 12 months. A further 24% believed that cigarette displays should be restricted and 82% would approve of a ban on displays in stores that sell confectionary. Only 7% of adult smokers reported making their decision about the brand of cigarettes to buy at the point of purchase and 90% made their decision before they even entered the shop. The results strengthen arguments that cigarette displays are not necessary to maintain brand loyalty or to encourage brand switching of established smokers. Instead, the results make arguments more credible that cigarette displays normalize and promote smoking among young people and may also promote unplanned purchase or increased consumption among less frequent smokers or former smokers. Placing cigarettes out of sight would be unlikely to impact on brand choice for most smokers, who have already made up their mind before they enter the store.     

An Evolutionary Psychology Perspective on Physical Exercise Motives: Implications for Social Marketing

This study uses the theoretical framework of evolutionary psychology to examine the motives driving physical exercise behavior, as evolutionary psychology is still under-explored in the social marketing literature. The study employs a survey that draws on a sample of 220 participants. Independent sample t-tests and analysis of variance are conducted, and findings show significant sex and marital status differences in terms of motivations to exercise. Research findings have original implications for social marketing interventions that seek to understand physical exercise motivations and to encourage increased levels of physical exercise. Further, findings contribute to the extant literature by establishing the importance of sex-based segmentation strategies and message appeals that resonate with specific segments’ innate physical exercise motives.     

Beyond brand attitude: Individual drivers of purchase for symbolic cobranded products

Cobranding, or the use of two brand names on a single product, generally coincides with higher purchase intentions. Prior research focuses on ingredient co-branding and suggests that attitude toward both the primary and the secondary brands and congruence between the brands are important drivers of cobranded products' success. This research shows that self-congruity with the secondary brand and need for uniqueness have significant positive impacts on symbolic co-branding purchase, in addition to perceived congruence and attitude toward the primary brand. In contrast, attitude toward the secondary brand does not relate to purchase of symbolic cobranded products. Therefore, managers should rely on self-congruity, instead of attitude toward the secondary brand, when choosing a partner for symbolic cobranded products. Moreover, product category involvement enhances the impact of self-congruity on purchase intent.