Identity,Ethnicity and Gender: Using Narratives to Understand their Meaning in Retail Shopping Encounters

This paper examines the ways in which two women (Sweetie and Desiree) experience a dissatisfying retail encounter. Citing data derived from memory-work methodology, we illustrate how stories can be used to gain a detailed insight into the complexity of consumption experiences and give voice to women consumers. By allowing women to write about, and critically reflect on their experiences, we show how consumers attach meaning to retail encounters and how we, as researchers can offer alternative interpretations of consumer behavior to those commonly reported in the literature. In this paper we use memories of "nasty" retail encounters to illustrate how social constructs related to identity, such as ethnicity and gender, have meaning in shopping experiences. Because of the new understandings possible via this method, we argue for using reflexivity in our research and analyses informed by feminism.     

Undoing gender through performing the other

ABSTRACT

Following the perspective of gender as a socially constructed performance, consumer research has given light to how individuals take on, negotiate, and express a variety of gender roles. Yet the focus of research has remained on gender roles themselves, largely overlooking the underlying process of gender performativity and consumers’ engagement with it in the context of their everyday lives. Set within a performance methodology and the context of crossplay in live action role-playing games, this paper explores how individuals undo gender on a subjective level, thus becoming conscious and reflexive of gender performativity. The study suggests that individuals become active in undoing gender through engaging in direct, bodily performance of the gender other. Such performance does not challenge or ridicule norms, but pushes individuals to actively figure out for themselves how gender is performed. As a result, individuals become aware of gender performativity and become capable of actively recombining everyday performance.     

Approaches to managing co-production for the co-creation of value in a museum setting: when authenticity matters

ABSTRACT

This qualitatively-based empirical research explored the strategies used by two museums to manage their roles in co-production as well as how they manage, motivate and guide visitors through the process of co-production. We also gained insights into how visitors responded to these strategies. Our findings suggest that the two museums employ different strategies to co-produce the consumption experience and that their strategies were linked to the nature of authenticity that is apparent in the museums. Strategies included explicitly controlling the visitor experience through empowering visitors to design their own visitor experience. The success of these strategies relied on the two museums recognising the situational variables of the context of consumption and adopting appropriate strategies that enabled them and the visitors to leverage the value of the visitor experience. The findings from this study suggest that further research should be undertaken on how authenticity might be integrated into a service-dominant logic paradigm and service strategies aimed at enhancing the co-creation of value.     

Taboo on TV: gender,religion, and sexual taboos in transnationally marketed Turkish soap operas

ABSTRACT

This study illuminates the ways in which men and women consume soap operas as a means of reflecting on and discussing sociocultural taboos. Through interpretive research we examine the ways in which religion, sexuality and gender relations are depicted in popular Turkish soap operas and how these depictions are consumed in the Balkans and the Middle East. This study challenges the assumption that consumption of taboo discourses leads to active identity modification or public defiance. Instead, in-depth interviews and online ethnography reveal that consumption of soap operas that challenge local religious and gender norms provide a liminal space for discussing taboo topics. Firstly, the findings indicate that talking about taboo topics seen in soap operas enables consumers to speak about what they expect gender and religious norms to be. Secondly, consumers get their mediated understandings of what religion is through soap operas. Thus, rather than simply offering escape, soap opera consumption facilitates the discussion of taboo topics.     

Reframing gender and feminist knowledge construction in marketing and consumer research: missing feminisms and the case of men and masculinities

Abstract

Gender has been theorised and studied in many ways and across different disciplines. Although a number of these theorisations have been recognised and adopted in marketing and consumer research, the significance of feminism in knowledge construction has largely remained what we would call ‘unfinished’. Based on a critical reframing of gender research in marketing and consumer research, in dialogue with feminist theory, this article offers theoretical and practical suggestions for how to reinvigorate these research efforts. The analysis highlights dominant theorisations of gender, relating to gender as variable, difference and role; as fundamental difference and structuring; and as cultural and identity constructions. This reframing emphasises various neglected or ‘missing feminisms’, including queer theory; critical race, intersectional and transnational feminisms; material-discursive feminism; and critical studies on men and masculinities. A more detailed discussion of the latter, as a relatively new, growing and politically contentious area, is further developed to highlight more specifically which feminist and gender theories are mainly in use in marketing and consumer research and which are little or not used. In the light of this, it is argued that marketing and related disciplines have thus far largely neglected several key contemporary gender and feminist theorisations, particularly those that centre on gender power relations. The potential impact of these theoretical frames on transdisciplinary studies in marketing and consumer research and research agenda(s) is discussed.     

Motherhood in migration: schools as acculturation agents

ABSTRACT

Motherhood roles lie at the intersection of gender, professional, family, and social identities and are highly contextualized in culture, making them particularly relevant for acculturation success. We provide an empirical example of how schools act as acculturation agents, using the experiences of career-oriented migrant mothers whose children attend elite private schools in Santiago, Chile. This study contributes to consumer acculturation research and to research on matricentric feminism, which positions mothers’ concerns as the starting point for theories, politics, and practices of empowerment. We employ Turner's notion of root paradigms to discuss how schools maneuver their unique institutional agentic power, acculturating career-oriented migrant mothers and their families into a cultural framework of female domesticity and intensive mothering.     

Gender Entrepreneurship and Global Marketing

ABSTRACT

The purpose of this article is to redirect attention to the role of gender entrepreneurship in global marketing. The value of gender in global marketing through the use of words and behavior is discussed, which helps to integrate the disparate gender, entrepreneurship, and global marketing streams of research. The article suggests that a more gender neutral stance in global marketing is required due to the more fluid and changing understanding about the meaning of gender in society. This enables increased dialogue about gender stereotyping in global marketing to be examined as a way to keep up to date with global trends. Global marketers must confront gender biases as a way of enhancing a more open and inclusive society. The trends in gender and marketing are addressed that help to raise awareness for how to improve global marketing standards.     

Entrepreneurial Challenges in South Africa

ABSTRACT

This purpose of the research was to examine how entrepreneurs experience and deal with ethical dilemmas. In so doing, the author also uncovered some interesting aspects of entrepreneurial life in South Africa. This was a phenomenological study, based on interviews with seven entrepreneurs in established service-oriented ventures. For the purposes of this research, an entrepreneur was defined as a person who has created something of value and assumed the risk of establishing and managing a business around it. Each of the participating entrepreneurs was asked to describe their business, any dilemmas they've experienced, how they were handled, and what challenges they experience as an entrepreneur in South Africa today. This paper focuses on how entrepreneurs in South Africa view the challenges facing them. These include overcoming the legacies of apartheid, containing crime, fostering an acceptable business ethic, dealing with diversity, and facilitating reconciliation between ethnic groups.     

The Role of Price in Consumer Quality Judgments for Professional Services

Abstract

Classifying services according to their level of search, experience and credence properties can help professional service providers better understand their customers. This research uses an experiment to study the influence of price information on consumer judgments of service quality and patronage intentions for professional services. The conceptual framework predicts that consumers believe in a price-quality relationship for search-based services but not necessarily for professional services that are high in credence properties. The study findings provide support for this proposition and suggest that professional service providers should carefully consider how consumers view their services when using price as a promotion tool.     

Offensive Advertising

Abstract

Prior literature regarding offensive advertising relates mainly to western cultures. No work has been done on this area in an Asian context. The research in this article reports on a survey of Singaporean consumers. The survey aimed to identify what types of products and appeals consumers find offensive in advertising, the reasons why they find the advertisements offensive, and how this offensive advertising may affect their purchase intentions. The results found that advertisements relating to chat-line services and sexual diseases were the most offensive, followed by advertisements for dating services. Levels of offensiveness were clearly related to demographic variables such as gender and age. In terms of reasons for offensiveness, consumers were most concerned by advertisements that had a sexual connotation or evoked unnecessary fear.Levels of offensiveness also affected purchase intentions. Based on the results, the article recommends that advertisers and their agencies should think more carefully about the demographic profile of their audiences, how this profile might impact their audiences ?sensitivity“ to potentially offensive advertising, and how this sensitivity should be used as a guide when making media and message decisions     

A discourse analysis of pilgrimage reviews

ABSTRACT

This article is the first to provide an account of the discursive features of online consumer reviews of pilgrimage sites. Drawing from pilgrimage studies and narrativity theory in consumer research, the authors explore how consumers communicate the spiritual and material aspects of pilgrimage experiences by examining a corpus of 833 consumer reviews on TripAdvisor of the most sacred pilgrimage sites of the world’s major five faith groups. Pilgrims include analytical discursive features to communicate the material aspect of their consumption experience. They reserve narration for spiritual transformation and the experience of strong emotions. Moreover, review ratings are only reflective of the spiritual aspect of their consumption experience. As such, this research complements previous studies by highlighting the material, physical aspect of this extraordinary consumption experience.     

Factors Determining Consumer Interest in Catalogs

ABSTRACT

This paper attempts to explain how consumer interest in catalogs is determined. A number of factors are identified that influence consumer interest in catalogs. These factors include a set of economic and social factors, and consumer perceived risk, demographics, and prior experience. The influence of these factors on consumer interest in catalogs is tested using data from Saudi Arabia, an emerging market. Results indicate that the economic and social factors influence consumer interest in catalogs. Also, consumer perceived risk, education, income and prior experience are related to consumer interest in catalogs, while gender and marital status are not.     

Encouraging male participation in cancer resource centers

ABSTRACT

This research investigates reasons why male cancer patients may refrain from patronizing cancer resource centers. By drawing upon a wide range of research from the social sciences and visual design literatures, the authors put forth original propositions that suggest how cancer resource center managers can manipulate a center's servicescape, or built environment, as well as its service offerings, website design, and printed communications to attract more male cancer patients. Despite the inherent challenges of discussing gender in cancer care and limitations to its generalizability in all settings, this research reveals that differences exist regarding the way men and women respond to cancer resource center marketing initiatives. Given the profound benefits that cancer resource centers often assume in a cancer patient's life, including a decreased mortality rate, we encourage service marketing and public health researchers, as well as cancer resource center directors, to consider the propositions put forth in this paper.     

Consumers’ brand heritage experience: between acceptance and resistance

ABSTRACT

The literature dedicated to heritage experience and brand heritage defends the idea that it is a source of significant value creation for consumers and brands. By contrast, the aim of this article is to propose a more complete view of the consequences of the heritage strategy for brands and consumers by exploring how consumers perceive a brand heritage experience and by identifying potential resistances that may emerge during their visits. In consequence, this research examines the features of a brand heritage experience through extended case studies in two brand museums with narratives of 47 visitors. By unpacking a brand heritage experience, the study highlights its acceptance by a majority of visitors as a real heritage experience since they give scientific, authentic and aesthetic values to the industrial and commercial features of the brand. However, some visitors do not accept – partially or totally – the brand as part of the heritage corpus insofar as they exhibit scepticism or even reject the experience.     

An omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience

ABSTRACT

The purpose of this research is to identify the factors that influence an omnichannel experience. Omnichannel is an emerging approach to retailing that responds to the changing nature of how customers shop in alternation between online and offline shops, and the increasing use of digital devices (e.g. smartphones and tablets), as a consequence retailers are focusing and establishing a seamless integrated approach to their services. Omnichannel is now a hot topic in retailing but there is a lack of empirical studies into the factors that influence an omnichannel experience. Using a mixed methods approach, we propose and empirically test a conceptual model that identifies four factors influencing an omnichannel experience: brand familiarity; customisation; perceived value, and technology readiness. We conceptualise omnichannel to include three key channels; in-store, online and mobile. Two hundred and forty-six questionnaires were collected and analysed using PLS-SEM and 11 interviews were carried out with marketing/ omnichannel professionals. Our results indicate that brand familiarity has a strong influence on omnichannel (in-store, online and mobile) while perceived value has a negative impact on the mobile experience. Our results show that retailers need to consider multiple factors, such as brand familiarity, customisation, perceived value and technology readiness as influencing factors of an omnichannel experience, and plan the use of multiple touchpoints simultaneously to enhance their overall customer’s experience. Although this study demonstrates the significant factors influencing an omnichannel experience, questions remain regarding the exact use of each touchpoint by customers and the extent of overlap between the touchpoints. which .     

Global Marketing,Gender and Family Business in Asia: A Literature Review

ABSTRACT

In this article, we explore the recent trends in global marketing, gender and family entrepreneurship in Asia. Taking into account previous contributions, this article aims to provide a better portrait about research on global marketing, gender and family entrepreneurship in Asian countries and future directions. The article presents a few comparative analyses for Asian countries in terms of gender representation in the entrepreneurship sector in recent years as well as the succession in larger family businesses in Asia.     

Managing Customer Relationships by Gender

ABSTRACT

Purpose: Although relational bonds (i.e., structural bonds, social bonds, and financial bonds) positively contribute to customer loyalty, no study has yet examined the relative effectiveness of such relationship strategies on female and male customers. Moreover, businesses must make a tradeoff between improving one and the other bonds, warranting research into allocating resources effectively to improve them. Therefore, this study investigates whether and how marketers should strive to improve such bonds differently according to customer gender.

Methodology/approach: A cross-sectional design was implemented. The data consist of questionnaires filled out by a representative sample of 425 directors of animal hospitals. The sample is representative with regard to gender composition. By using confirmatory factor analysis, study items exhibited adequate reliability and validity. Quadratic regressions were used for testing the study hypotheses.

Findings: For female customers, relational bonds have concave relations with their loyalty (i.e., initial increases in relational bonds boost loyalty effectively while subsequent increases of relational bonds only raise loyalty marginally). However, for male customers, relational bonds have convex relations with their loyalty (i.e., initial increases in relational bonds raise loyalty less effectively than subsequent increases in relational bonds).

Originality/value/contribution: Results of this study are among the first to suggest that when targeting female customers, marketers should allocate their resources to improving all relational bonds to moderate levels. Conversely, when targeting male customers, marketers should concentrate their resources on creating an extremely strong relational bond. Managing customer relational bonds by gender can effectively cultivate loyal customers of each gender. This study is one of the first studies examining how to manage customer relational bonds by gender.     

Hospice Informal Caregivers' Perception of a Good Death Experience: A SERVQUAL Analysis

ABSTRACT

This research study explores hospice informal caregivers' perceptions of service quality and a good death experience during end-of-life care. It demonstrates how service dimensions of the SERVQUAL analysis affect overall customer satisfaction. This study addresses contrast and dissonance theory as relative to marginal gaps in actual service performance and the effect on overall customer satisfaction. The research indicated that while reliability was the core of the service outcome, peripheral variables (e.g., assurance, empathy, responsiveness, and tangibility) integrated emotions and feelings into the hospice service process that equated to a positive disconfirmation of expectations and a good death experience.     

Do Product and Consumer Characteristics Affect the Relationship Between Online Experience and Customer Satisfaction?

ABSTRACT

This study utilizes a survey to understand how relevant product and consumer characteristics affect the relationship between online experience and satisfaction. Results indicate that Web shoppers' satisfaction is strongly affected by a superior online experience if they have no prior experience with the purchased brand, they are purchasing a high priced product, and their general attitudes toward online shopping are not very favorable. Further, the relationship between online experience and satisfaction was found to be stronger for females as compared to males.     

Marketing images of gender: A visual analysis

An interpretive method drawing from social psychology, feminist theory and art criticism is developed to analyze contemporary images of gender. Utilizing and expanding upon visual research techniques, a selection of ads from contemporary fashion magazines and catalogs was assembled to illustrate particular themes suggested by research on the representation of gender in advertising. The body‐and what it expresses‐is a site of central concern, and discussion focuses on how female and male bodies are represented in advertising. The conventions of art history, when framed within a social science perspective, offer unique contributions to the study of advertising and gender, well suited for researchers interested in the culture of consumption.