Consumers' beliefs resulting from conceptual combinations: Conjunctive inferences about brand extensions

The nature of consumers' inferences about conceptual combinations is examined in this article. Specifically, brand extensions are posited as representing the unique combination of two knowledge categories or concepts—the brand and the new product class—and inferences about the combination as representing conjunctive inferences that consumers form on line to comprehend the combination. Predictions of what consumers might infer about brand extensions and of the possible sources of these inferences were tested in a concurrent verbalization study that utilized an idiographic coding scheme. The study results indicate that consumers frequently and spontaneously formed inferences when evaluating brand extensions. Both the presence of attributes and the valences of attributes were inferred. Consumers appeared to construct these inferences on line rather than retrieving them from brand, product-class, subcategory, superordinate category, or exemplar knowledge. As such, inferences about conceptual combinations appear to be distinct from those previously found in the consumer inference literature. © 1996 John Wiley & Sons, Inc.     

The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

This study examines the relationships among relevant service quality dimensions of Internet service providers (ISP) and their customers’ perceived value, trust and commitment. Data was collected from residential Internet users in Thailand. The final usable sample size was 1507. The analyses include segmenting ISPs’ customers on the basis of their usage pattern and evaluating their perceptions of Internet service quality dimensions. In addition, several alternatives models were compared using structural equation modelling to confirm the mediation effects. An ISP’s service quality is influenced by the following four dimensions (a) network quality, (b) customer service and technical support, (c) information quality and (d) security and privacy. The findings reveal that while all dimensions have positive effects on trust, only network quality, information support and privacy influence customer value significantly and information support is the only dimension which is directly related to commitment. Additionally, the effects of customer service and information support on value vary across customers of different Internet usage patterns. The contribution of the present paper stems from the simultaneous modelling of a range of mediation effects which can better help explain the impact of service quality dimensions on customers’ cognitive and affective evaluations in high-tech service settings.     

Business models of Internet service providers

NETNOMICS: Economic Research and Electronic Networking - A business model can be perceived as a simple, yet focused, representation of the related activities of a company, which describes how to...     

The effect of service quality on trust and commitment varying across generations

We examine the effect of service quality on consumer trust and commitment in the context of obtaining a financial loan and how these relationships vary across different generational cohorts. We find that the service quality offered by a loan officer has a significant effect on consumer trust towards a financial institution, which in turn influences consumer commitment to a financial institution for a future transaction. We also find that relative strengths of a few paths in the model differ across different age cohorts, indicating some generational variability in the relationship between service quality, trust and commitment.     

Consumers' captive service experiences: it's YOU and ME

Consumers in captive services often do not have the same experiences as consumers in typical service situations; this reality is largely ignored in existing service literature. To fill this void, this research makes a qualitative exploration of consumers' lived captive service experiences. It finds that consumers face several negative service processes. At the heart of these negative service experiences are the interactions of consumers with the service workers on whom they depend. Power has shifted to providers and this permits service organizations to deviate from accepted prudent service practices. Consumers experience service captivity and feel they have little or no recourse to the poor service treatment they receive. This does not, however, stop them from attempting to take back control of their consumption experience when and where possible. Consumers show marked resilience in the face of dehumanizing service interactions. Understanding developed in this research can be used to guide transformative service redesign in contexts of captive service and consumer service captivity.     

A Stackelberg game-based approach for interactions among Internet service providers and content providers

NETNOMICS: Economic Research and Electronic Networking - This paper studies non-neutral market share where Internet service providers (ISPs) charge content providers (CPs) for the content delivery....     

Consumers' concern about the environment and its impact on business

The discrepancy between ecologically conscious attitudes and actual behaviour is described as an inner resistance, and as connected with a propensity to ignore the external costs of wealth. Evidence is presented that this propensity is based on pro-material traits such as the positional attitude and the passion for goods. These traits are traced back to control orientation, whereas ecological responsibility is shown to be related to autonomy orientation. The societal origins of these basic orientations, and hence the conditions of reinforcing post-materially and ecologically minded behaviour, are discussed.

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Das Umweltbewutsein der Konsumenten und seine Auswirkungen auf die Anbieter

Zusammenfassung Ein Bericht über eine empirische Untersuchung, die gezeigt hat, da\ der innere Widerstand gegen naturverträgliches Wirtschaften mit promateriellen Einstellungen zusammenhängt, die auf eine kulturell verbreitete Grundhaltung zurückgehen, nämlich die Kontrollorientierung. Die Bereitschaft zu konsequent umweltschonendem Verhalten dagegen korrespondiert mit postmateriellen Einstellungen, denen eher die Autonomieorientierung zugrundeliegt. Kontroll- und Autonomierorientierung werden nach Deci und Ryan als konkurrierend nebeneinander existierende, kulturell geprägte Auffassungen über den Grund des eigenen Handelns betrachtet. Der Verfasser stellt dar, wie diese Werthaltungen in der westdeutschen Bevölkerung verteilt sind, und diskutiert die Frage nach den gesellschaftlichen Einflüssen, die sie hervorbringen und verstärken.

     

How context interferes with similarity-attraction between customers and service providers

According to the similarity-attraction effect, customers should prefer service providers who are perceived to be similar; yet cosmetic features such as visible tattoos are often prohibited in professional settings, suggesting that they do not provide an advantage for service providers. This research explores the extent to which contextual factors interfere with the similarity-attraction effect for any particular cosmetic feature. The findings of three experimental studies demonstrate that sharing a cosmetic feature with a customer is not enough to elicit the similarity-attraction effect; a shared cosmetic feature must also be (1) salient, (2) unique among a set of service providers, and (3) the only salient shared cosmetic feature. The implication is that the similarity-attraction effect will be over-estimated in controlled experiments that do not account for contextual information.     

Consumers' value perceptions across retail outlets: shopping at mass merchandisers and department stores

Today value is considered a key hallmark of US shoppers. Although research has examined consumer perceived value (CPV) in the context of shopping in general, this study provides specifics about CPV in the context of consumers’ shopping experiences in two dominant retail outlets – mass merchandisers and department stores – where value provision and value seeking may be shifting. Using Dewey's (1939 Dewey, J. 1939. Theory of valuation. InInternational encyclopedia of Unified Science, Edited by: Neurath, O., Carnap, and, R. and Morris, C. Vol. 2: Chicago: The University of Chicago Press.  [Google Scholar]. Theory of valuation. In International encyclopedia of Unified Science, ed.O. Neurath, R. Carnap, and C. Morris, Vol. 2, 1–67. Chicago: The University of Chicago Press.) value theory as a framework and conducting both qualitative and quantitative analyses, the research identified, validated, and tested nine value dimensions sought by consumers when shopping in mass merchandisers and department stores: acquisition, transaction, efficiency, choice, exploration, esthetic, self-gratification, social interaction, and social status value. The study findings suggested that mass merchandisers may want to be careful in moving too far from their historic value proposition of low price and convenient shopping, while department stores may want to improve their provision of the exchange values currently so important to consumers, while finding new, creative ways to provide their historic value offerings of service and entertainment.     

Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures

While anger is the dominant affective reaction following service failure, little research focused on its potentially damaging effects. Our study examines the impact of anger and related negative affective states on evaluations and behavior following firm-attributed service failure. Gender's moderating role in shaping these consequences is also studied. Scenarios involving failures in a bank and a retail store are used. Overall, angry customers are less satisfied, give lower service evaluations, have higher perceptions of injustice, and give weaker ratings of corporate image. Angry customers also less likely spread positive word of mouth and more likely complain, exhibit negative repurchase intentions, and engage in third-party action. Related negative states differentially impact cognitive evaluations and post-purchase behavior with anger (rage) being the most important predictor in a bank (retail) setting. As the intensity of the negative affective state increases, customers more likely engage in effortful consequences. Gender of the customer and the service employee play minimal roles influencing evaluative and behavioral outcomes.     

Tourist expectations and perception of service providers: a Brazilian perspective

Service Business - This research studies the formation of tourist expectations around a tourist destination and the existence of a knowledge gap between this group and perceptions of tourism...     

Critical service learning across two required marketing classes

Business service learning projects have the potential to be a state-of-the-art instructional laboratory to teach and apply theory and make a substantial impact on the community. In this article, the author presents a service learning project that is embedded in two consecutive required courses of the marketing major and has been conducted and expanded by consecutive marketing teams over the last four years. The project follows a critical service learning pedagogy in that it redistributes power among stakeholders, promotes the development of authentic relationships, and works for social change. Insight is provided for other business faculty engaging in service learning projects.     

Explaining the marketing effort of professional service providers: An exploratory study

A mail survey was done of professionals from major architectural, law, and accounting firms to determine what factors seem to explain how much effort they devote to marketing their firms' services. The results of this exploratory study identified several significant explanatory variables, a few of which had effects in some professions and not others. Additional research in this area is recommended.     

Conceptual analysis and implementation of an integrated CRM system for service providers

Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices.     

优质服务体系成就优异服务品牌

从今年元月份开始，陕汽重卡异军突起，市场表现甚好。1-5月陕汽重卡销量突破1．3万辆，同比增长70％，增长率全国第一，完成全年任务近50％。人们不禁要问，在行业整体低迷的情况下，陕汽为何捷报频传，持续火爆？答案是产品可靠、服务到位。     

Interpersonal service quality,self-service technology (SST) service quality,and retail patronage

The main purpose of this study is to examine how two components of interactive service quality (interpersonal service quality and self-service technology service quality) are related to retail patronage. This study also aims to identify the moderating effects of individual characteristics. The results indicate that two components of interactive quality are greatly related to retail patronage intentions. The moderating effects of technology anxiety, need for interaction, and age are also partially supported. To increase retail patronage, it is very important to focus on improving self-service technology service quality as well as interpersonal service quality. The results from this study also provide retail managers with a detailed understanding of how individual characteristics influence retail patronage intentions.     

A cross-cultural study of switching barriers and propensity to stay with service providers

This study examines the important and often underestimated role that switching barriers play in the propensity to stay with service providers. Three service types (with different structural characteristics) were studied across two diverse cultures—Australia (Western, individualistic culture) and Thailand (Eastern, collectivist culture). Six potential switching barriers are examined: search costs; loss of social bonds; setup costs; functional risk; attractiveness of alternatives; and loss of special treatment benefits. The results from a series of multiple regression analyses show switching costs capture a substantial amount of the explained variance in the dependent variable, propensity to stay with a focal service provider. Furthermore we demonstrate using interaction terms that these switching costs appear to be universal across west-east cultures. However, significant variations were found across industries. Next, using a hierarchical regression procedure, we add a satisfaction variable into each model. The incremental gain in R² is significant in each industry. Nonetheless the significant impact of switching barriers gives rise to the identification of a new type of service loyalty, which we term “captive loyalty.”     

Goods retailers and service providers: comparative analysis of web site marketing communications

Retailers may engage in a range of marketing communications on their web sites. Our content analysis of web sites for 152 Fortune 500 retailers showed that more profitable retailers were more likely to use company specific, shareholder, web specific and customer service elements. We also found differences in the use of advertising, shareholder, company specific and web specific elements among goods, financial and services retailers.     

大规模定制模式下基于顾客需求的物流服务商选择研究

以大规模定制(MC)为背景,根据企业顾客的服务需求,提出了一个基于质量功能展开(Quality Function Deployment,QFD)和TOPSIS(综合距离评价)算法相结合选择物流服务商的新方法。首先依据QFD的方法,对基于顾客需求的物流服务商进行了详细分析,然后运用TOPSIS算法,综合考虑几项指标,从候选物流供应商中选择满足顾客需求的"理想物流服务商"。最后,通过举例验证思路的科学性和合理性。