Profiling Consumers Who Register Complaints Against Auto Repair Services

Surveys of consumer problems and reactions to those problems indicate considerable failure on the part of consumers to seek redress when faced with unsatisfactory purchases. The present study extends this research by using a longitudinal field survey of automobile repair services to investigate some consumer and purchase-related variables hypothesized to influence consumer actions following unsatisfactory purchase experiences. The results are consistent with conclusions emerging in other consumer satisfaction research that complaining behavior is influenced by both comparisons of purchase expectations with outcomes and individual consumer characteristics and dispositions.     

The influence of college students' shopping orientations and gender differences on online information searches and purchase behaviours

Using the data collected from a survey of 1277 US college students, this study investigated college students' shopping orientations, and examined the relationships between their shopping orientations and searches for information about and purchases of apparel products online and the differences between male and female students in their shopping orientations, online information searches and purchase experiences. Seven shopping orientation constructs were identified: shopping enjoyment, brand/fashion consciousness, price consciousness, shopping confidence, convenience/time consciousness, in‐home shopping tendency and brand/store loyalty. Results showed that participants' shopping orientations were significantly related to their searches for information about and purchases of apparel items online. In addition, male and female participants showed significant differences in their shopping orientations, online information searches and purchase experiences. This study provided suggestions for apparel e‐tailors to develop effective marketing strategies to reach their target market, for consumer educators and for educators in the retail merchandizing area to prepare their students for future careers.     

Impulse buying tendency in live-stream commerce: The role of viewing frequency and anticipated emotions influencing scarcity-induced purchase decision

Despite the prevalence of scarcity-induced sales promotion in live commerce, scholarly inquiry began to address impulsive buying recently. This research traces live-stream shopping experiences to scarcity-induced purchase decisions. Grounded in the stimulus-Organism-Response paradigm, this research examines the mediating role of viewing frequency in the relationship between past purchases and impulse buying tendency. The aim is to unravel the relationship between impulse buying tendency and scarcity-induced purchase decisions by examining the mediation of anticipated emotions. A self-administered online survey with 376 respondents using criterion-based judgment sampling techniques. The data was validated through a two-step SEM approach using SmartPLS3 package. The result supports that viewing frequency and anticipated emotions fully mediated the relationship between past purchases and future purchase decisions. This study contributes to appreciating the importance of viewing frequency in live-stream commerce strengthening the performance of impulse buying tendency and triggering anticipated emotions (regret and rejoices) in a scarcity-induced purchase decision.     

Determinants of Chinese consumers' green purchase behavior

This study examines the influence of various cultural and psychological factors on the green purchase behavior of Chinese consumers. To this end, a conceptual model has been proposed and subjected to empirical verification with the use of a survey. The survey results obtained in two major Chinese cities provide reasonable support for the validity of the proposed model. Specifically, the findings from the structural‐equation modeling confirm the influence of the subjects' man–nature orientation, degree of collectivism, ecological affect, and marginally, ecological knowledge, on their attitudes toward green purchases. Their attitudes toward green purchases, in turn, are also seen to affect their green purchase behavior via the mediator of green purchase intention. Although the present findings provide a better understanding of the process and significant antecedents of green purchasing, they also highlight two areas for more thorough investigation. These are the exact role of ecological knowledge in Chinese consumers' green purchasing process and the underlying factors that account for their low level of green purchase. This study also discusses how the present findings may help the Chinese government and green marketers to fine‐tune their environmental programs. © 2001 John Wiley & Sons, Inc.     

Consumer reactions to the availability of organic food in discount supermarkets

The market for organic food products in industrial countries has changed significantly. Conventional grocery stores have entered this market in recent years and now present an alternative point of purchase to farmers’ markets and specialized health food shops. In Germany, the main newcomers in this field are the discount supermarkets. The question is whether the increased supply of organic food products leads to sustained effects on consumer behaviour. In other words, can a first‐time purchase of organic products at a discounter act as an ‘icebreaker’ and induce further purchases? This question is addressed here. A consumer survey (n = 231) indicates that an initial purchase of organic food in a discount store is indeed very likely to lead to follow‐up purchases. The link shown is statistically significant. Furthermore, customers are very interested in the availability of locally grown products, reliable information and easy comparison with non‐organic products. Important recommendations concerning organic product range, display and information, especially for retailers, can be deducted.     

Purchases and complaints: A logit-model analysis

This article treats the individual purchase as an event produced by the household. It is hypothesized that household resources and perceived product importance will be positively related to the probability of making overt complaint for a given purchase. It is also hypothesized that purchases made in the private market more than purchases made in the public supply system will be subject to overt complaints. A logit-model analysis based on 1,640 purchases supported the resource and supply system hypotheses, but failed to support the product-importance hypothesis.     

Time-restricted sales appeals: The importance of offering real value

Time limitations on special-purchase offers may spur consumers to take action, but using time restrictions does not always mean that consumers will buy more of an item. A study of buyers' responses to a supposed time-restricted offer at a quick-service restaurant found that the desirability of the offer helped determine whether imposing some kind of time restriction boosted sales. Purchases increased substantially when customers were presented with both a strong argument for purchase and a time restriction. However, when the argument for purchase was a weak one, the time restriction had no effect on purchases. The authors theorize that a time restriction causes would-be buyers to give focused, careful consideration to the offer. If the product is desirable, that additional consideration can spur more purchases—but the reverse is also true, and thus a weak purchase argument can actually dampen sales.     

Trade-Offs Between Purchased Services and Time in Single-Parent and Two-Parent Families

This research examines the influence of marital status on the demand for services using a model in which the demand for market services and mothers' time spent in related household activities are jointly determined. Three specific areas of market services are investigated: meals prepared away from home, child care, and housekeeping. In multivariate systems analyses in which mothers' household work time and purchased services were simultaneously determined, families headed by single mothers were found to (a) purchase more meals prepared away from home and (b) be more likely to purchase child care and housekeeping services than their two-parent counterparts holding income and other factors constant.     

Application of Expectation Confirmation Theory to Consumers’ Impulsive Purchase Behavior for Products Promoted by Showgirls in Exhibits

Vendors and agencies rely on showgirls to promote their products or services. However, customers’ time and money available, cost savings, and increasing utilitarian motivation are their basic concerns. The model extended the expectancy confirmation theory (ECT) constructs (cost saving, utilitarian motivation, time available, money available, and impulsive purchase) to investigate customer impulsive purchases of products promoted by showgirls in exhibits. The study successfully found the precursors of impulsive purchase products promoted by showgirls in the exhibits with 445 data with Amos 18.0. Beyond the current impulsive purchase issue, the reasons for customers’ purchase without thinking include, in descending order: interaction with showgirls, promotions, the desire of purchase, and sensation seeking. Practical implications are presented, along with suggestions for future studies.     

A REVIEW OF FACTORS INFLUENCING CONSUMPTION,SELECTION AND ACCEPTABILITY OF MEAT PURCHASES

A review was undertaken to consolidate research findings regarding consumption, selection, and acceptability of meat purchases. Discussions are presented on factors influencing consumption of various kinds and cuts of meat, the influence of quality grades upon selection of meat purchases, factors influencing consumer selection of meat purchases, and factors influencing the acceptability of meat after purchase.     

How Purchase Type Influences Consumption-Related Posting Behavior on Social Media: The Moderating Role of Materialism

It is now common to see consumers post their own purchases on social media to communicate feelings and/or thoughts about the consumption items to their social media audience. The authors conducted two surveys with a student sample and an Amazon MTurk sample to investigate factors leading to such behavior. The results show that purchase type predicts the consumption-related posting behavior—experiential purchases are more likely to get posted than material purchases, and materialism serves as a moderator in the influence of purchase type on the posting behavior. Specifically, lower-materialism consumers are more likely to post experiential purchases on social media than material purchases, while higher-materialism consumers do not show such a pattern. This article pioneers in investigating consumption-related posting behavior and provides important implications to research on user-generated content, materialism, and purchase type.     

The Relationship Between Customer Loyalty and Purchase Incidence

Little is known about customer loyalty to brands over many dozens or even hundreds of purchases. In this paper we describe, and seek to explain, such patterns of loyalty in two very different markets: a consumer market (laundry detergents), and a more frequently used service (physicians' prescribing of anti-hypertension drugs). Purchase incidence heterogeneity – a problem in most loyalty studies – is addressed by measuring loyalty at different rates of category purchase (rather than over time). Using share-based measures we expect that loyalty will decline as purchase incidence increases, however we clarify the shape of that decline. We find that, as the number of purchases rises, loyalty initially falls steeply, but after around 15 purchases it starts to stabilize, and from 60 to 200 purchases there is very little change in observed measures of customer loyalty. A comparison of the findings with those expected from a stationary market model (the Dirichlet), suggests that the decline in loyalty seen as the number of purchases rises is largely a statistical artifact, dependent on the number of purchases used to calculate loyalty. However, we also find that the higher loyalty exhibited by heavier buyers at low purchase levels is not captured well by the model. The implication here is that, contrary to a central assumption of the Dirichlet model, brand choice is partially dependent on purchase weight.     

Shopping plans,buying motivations,and return policies: impacts on product returns and purchase likelihoods

Product return behavior and factors that contribute to product returns are an under-researched area, despite significant importance to manufacturers and retailers. The current research attempts to fill the gap by focusing on two factors that shape consumer purchase behavior: (1) whether purchases are planned or unplanned, and (2) whether hedonic or utilitarian motivations drive purchases. The findings show that purchase plans and buying motivations have distinctive and interactive impacts on pre-purchase concerns, self-estimated likelihood of returning purchases, and purchase intentions with or without return policies. When hedonic motivation drives purchases, unplanned (vs. planned) purchases lead to higher return concerns, higher return likelihood, and lower buying intentions. When utilitarian motivation drives purchases, planned and unplanned purchases have comparable return concerns, return likelihood, and buying intentions. This interaction effect on buying intentions dissipates when a lenient return policy is offered.     

Children's influences on in-store purchases

Relatively little is known about the influence children have on their parents’ purchases in a retail setting. This study investigates which factors affect children's purchase requests and their parents’ subsequent purchases. It was found that factors influencing the number of children's purchase requests were the freedom of a child's movements, the product's visibility, and the child's developmental stage. The latter variable together with the suitability of the good for consumption on the premises, the linguistic form of child's request, the parent's household income, and the price of the good determine the number of purchases following a child's request.     

Search,purchase, and satisfaction in a multiple-channel environment: How have mobile devices changed consumer behaviors?

The rapid adoption of smartphones and increasing reliance on the mobile Internet is influencing consumers’ shopping behavior with traditional Internet devices (e.g., desktop and laptop computers) and in stores. This research examines the effects of consumer perceptions of channels (i.e., mobile devices, computers, and offline stores) on their choices of search channels, purchase channel, and satisfaction level with the purchase channel. Using survey data from a sample of U.S. consumers, we find supplemental effects of mobile devices on computers do not alter the traditional substitution relationship between computers and stores during the search. The cross-channel effects indicate that perceived purchase benefits and costs of stores affect the purchase channel selection of mobile devices and computers, respectively. Satisfaction levels were highest when purchases were made on mobile devices. The insights from this study can help managers increase the effectiveness of advertising in different media and target distinct segments of consumers who rely on multiple channels for search and purchase.     

An Examination of the Incidence of Purchase Quantity and Timing Acceleration

One potential cause of sales increases for consumer nondurables during promotional periods is purchase acceleration. That is, a promotion may cause consumers to buy larger quantities of a product (quantity acceleration) and/or purchase the product sooner than they normally would (timing acceleration). A number of stud- ies, using a number of different types of products and consumer promotions, have examined the phenomenon but the results have not consistenlly shown that purchase acceleration occurs or is large enough to be perceptible. This study, using rather strict definitions of quantity and timing acceleration, finds evidence of considerable purchase quantity and timing acceleration by households in four product categories. These findings suggest that manufacturers may be overestimating the prof- itability of their promotions. A portion of the sales increase in promotional periods has been borrowed from future periods, where presumably some of the purchases would have been non-promo- tional, higher-margin purchases.     

The perception of discount sales promotions – A utilitarian and hedonic perspective

This paper explores the effects of utilitarian and hedonic benefits perceptions of discount sales promotions on consumer purchase decisions (attitude and behavioral intention). A closed-ended survey, as well as a partial least squares structural equation modeling of consumers sampling who had used discount sales promotions in their recent purchases, was utilized in this study. The findings suggest that utilitarian benefits perceptions derived from price-quality perception and hedonic benefits perceptions derived from smart shopper self-perception of using discount sales promotions positively affect consumer purchase decisions. Both utilitarian and hedonic benefits perceptions of discount sales promotions can henceforth be used to produce the desired effects on purchase decisions. Hence, this paper sheds light on the effects of utilitarian and hedonic benefits perception of discount sales promotions on purchase decisions. Though the findings are limited to discount sales promotions alone and two types of purchase decisions outcomes (attitude and behavioral intentions), this paper identified multiple avenues to extend its findings. This encourages further exploration of such promotion topics, particularly on the various perceptions of discount sales promotions as well as other sales promotion techniques among marketing academics and practitioners.     

Consumer Buying Behavior of Genetically Modified Fries in Germany

A purchasing experiment in which genetically modified and conventional fries were offered for sale at mobile fast food stands in Germany was conducted to identify factors influencing the willingness of consumers to purchase genetically modified fries. In total, 331 purchasing decisions were made: 56.5% decided to purchase conventional fries, 22.4% genetically modified fries, and 21.1% no preference. A logistic regression model analyzing questionnaires found that worry about pesticides, frequency of organic food purchases, the acceptability of genetically modified foods with environmental benefits, and perceptions of health risks from genetically modified foods significantly impact the willingness to purchase genetically modified fries.     

Consumers’ Intent: In the Organic Food Market

ABSTRACT

This paper examines the determinants that influence consumers' intention to purchase organic products. Ajzen's theory of planned behaviour (TPB) provides the conceptual framework of the research and the appropriateness of the theory is tested. A survey of 144 consumers was used to determine the beliefs which determine consumers’ intent to purchase organic food. Furthermore, attitudes, subjective norm, and perceived behavioral control were examined to determine whether they affect consumers’ intention to make organic products purchases. The findings offer considerable support for the robustness of the TPB in explaining intention in the sample. In addition, empirical evidence suggest that price, availability of organic products, product information and the subjective opinions of others are important determinants of consumers intent to buy organic products. The results are consistent with previous research.