服务市场中的消费者行为特征与营销策略

与有形产品消费者行为的特征相比,服务市场的消费者行为有其独特性,主要表现在消费者收集信息的方法、消费者对风险的感知、品牌忠诚以及对服务质量的评估与购买后失调等方面。了解服务市场中的消费者行为特征,有助于提高企业的服务质量,提高企业的综合竞争力。     

Applications of the behavioural homogeneity evaluation framework: The predictive ability of consumer involvement for international food market segmentation

Abstract

This article proposes a framework of alternative international marketing strategies, based on the evaluation of intra- and inter-cultural behavioural homogeneity for market segmentation. The framework developed in this study provides a generic structure to behavioural homogeneity, proposing consumer involvement as a construct with unique predictive ability for international marketing strategy decisions. A model-based segmentation process, using structural equation models, is implemented to illustrate the application of the framework.     

Segmenting Green Consumers in the United States: Implications for Green Marketing

The purpose of the current study was to segment U.S. consumers into four distinct clusters based on their beliefs and motives regarding pro-environmental consumer behavior. Using a nationally representative sample of U.S. adults from Experian Simmons (N = 22,348), this study revealed that: (a) there are four clusters of consumers in the United States with a unique set of beliefs and motives regarding consumer environmentalism; (b) the clusters have distinct demographic and media usage profiles; and (c) the groups have varying responses to the industry's initiatives to protect the environment. Implications of the research are discussed in light of developing message and media strategies for green marketing.     

Retail market segmentation: the use of consumer decision-making styles,overall satisfaction and demographics

The objective of the current study was to determine segments of younger and older retail shoppers on the basis of the use of decision-making styles, overall satisfaction and demographic factors. To collect data for this study a structured questionnaire was administered to a sample of 894 urban shoppers residing in two cities in Botswana whose ages were between 18 and 64 years. The shoppers were intercepted in the shopping malls. The unique aspects of this study include the analysis of age differences in the factor structure of consumer decision-making styles as well as the investigation of hybrid segments of the general shopping public using consumer decision-making styles in conjunction with overall satisfaction and demographic factors. Eight decision-making styles emerged for both younger and older shoppers. However, only three styles being Time energy conserving, Perfectionism, and Habitual buying emerged in both age groups. The key findings also reflected that both younger and older shoppers were represented in three segments which were labelled as: uninhibited, functional and laid-back shoppers. Younger shoppers were also classified as recreational quality seekers whilst older shoppers were labelled as novelty–quality seekers. The use of decision-making styles varied significantly across the four segments in each age group. Further differences were observed based on overall satisfaction, education, marital status and income subject to the age group. These results represent a solid attempt to extend knowledge of shopping behaviour in a modern retail sector within a developing country, which is essential for retail mix development and positioning strategies.     

Purchased,modified, created: consumer voices in experience gifts

Gift-giving behaviour is an established topic in consumer research, but little is known about the phenomenon of experiences as gifts. Experience companies are only part of the market; hospitality, tourism, leisure and entertainment providers also have the potential to offer such gifts. Using real-life consumer accounts, this research explores the behaviour associated with purchased, modified and created experience gifts. The findings show that consumers act as adaptors and competitors as well as purchasers, make specific use of information technology and use ‘donor resources’ to convey meaning in ways unappreciated by industry in this wider portrayal of the experience gift sector.     

Consumer‐generated media and product labelling: designed in California,assembled in China

Product country‐of‐origin labelling is an important extrinsic cue for consumers about a product's attributes. In a globalized world where products components and parts originate from multiple countries, companies have resorted to inventive country‐of‐origin labelling. The objective then of this paper is to better understand consumers' evaluation of products that have inventive country‐of‐origin labelling (i.e. Designed in California, Assembled in China). Exploratory qualitative data were collected from consumer‐generated media (36 weblogs) using Nielsen's Research BlogPulse tool. A grounded theory analysis revealed that four key themes emerged from the data that related to confusion about the labelling strategy, strong symbolic and emotional ties to country‐of‐origin, and the importance of country‐of‐origin as a quality signal.     

Lookalikes and customer confusion in the grocery sector: an exploratory survey

This paper discusses the issue of copy-cat branding, an issue that has dominated the marketing and retail trade press recently. Brand owners have claimed that lookalike own-label products confuse consumers. Retailers, mean-while have claimed that similarities in packaging design are essential to enable consumers to recognize own-label products. There is, however, relatively little academic research on the issue of lookalikes and consumer confusion.

This paper reports the results of an exploratory survey which show that a considerable number of consumers are confused by the packaging of own-label products. It is also shown that consumer confusion varies by store, product and frequency of shopping. Safeway shoppers were found to be more confused by own-label packaging than shoppers who used other retail outlets. Significantly, shoppers at Sainsbury's - the store that has been criticized most heavily over the packaging of its own-label products - were found to be considerably less confused than the 'average consumer'. The purchasers of Coca-Cola, Head & Shoulders and Nescafe Gold Blend were found to be most confused by own-label packaging.     

Consumer education in the UK: new developments in policy,strategy and implementation

Consumer education is an integral part of the European Community's consumer policy. It plays a key role in consumer empowerment, helping consumers gain the skills, attitudes and knowledge they need to be able to gear the choices they make as consumers to their economic interests and to protect their health and safety. In its policy statement, the Directorate General for Health and Consumer Protection states that the European Community is aware that joint measures at national and Community levels should be more structured, in order to achieve maximum effectiveness. This paper aims to set out the current policy and strategic context for consumer education and empowerment in the UK; review the role of UK government bodies and other agencies concerned with developments; review recent literature; present the results of interviews with an extensive range of key stakeholders and the results of a survey of service heads for trading standards throughout the UK. It will consider implementation, partnership, resources, ideas and opportunities. The research found that the agenda for consumer education in the UK is at an interesting stage of development. The Enterprise Act 2002 gives the Office of Fair Trading (OFT) a statutory power to carry out educational activities. Consumer education is also moving up the agenda in the trading standards service. In addition, the teaching of citizenship in English schools is already stimulating new developments in consumer education. The paper will consider the need for organizations like these to work together to build on these policy developments and ensure that consumer education gains the profile it needs to influence consumer attitudes and behaviour.     

Sodium content in foods: Brazilian consumers’ opinions,subjective knowledge and purchase intent

This study attempted to gain insights on Brazilian consumers’ subjective knowledge of sodium content in processed and homemade foods and their purchase intent for products with reduced‐sodium content. A questionnaire was distributed to 409 consumers selected by convenience quota sampling. We found that Brazilian consumers were concerned about the amount of salt (sodium chloride) in the products they consumed, regardless of educational levels, income, age, lifestyles, or health conditions. However, they still considered their consumption to be above WHO‐recommended limits and had little subjective knowledge about the term ‘sodium’. While processed products were considered the main contributors of high‐sodium intake, participants were not concerned about addition of salt at the table and salt in homemade food. The majority of respondents rarely read the sodium content on food labels; however, men and older individuals were more likely to read label information on sodium content. Products with reduced sodium were found to have market appeal, which justifies investments in research to develop these products. Therefore, in addition to the efforts to reduce sodium in the processed‐food industry, it is necessary to promote awareness about the importance of food labelling, especially sodium content, and the need to reduce salt in homemade food and additions during meals.     

Consumer socialization,social structural factors and decision‐making styles: a case study of adolescents in Malaysia

The purpose of this study is to investigate how the process of consumer socialization will determine adolescents’ decision‐making styles. Eight decision‐making styles were conceptualized as outcomes of the socialization process, which is acquired via interaction with socialization agents, namely parents, peers, printed media, television commercials and in‐school education. The study also proposed five social structural variables (social class, gender, ethnicity, residence and religion) as being associated with the socialization agents and decision‐making styles. The study sample consisted of 934 adolescents between the ages of 16 and 19 years. The data were collected using a self‐administered questionnaire and analysed with the SPSS computer program. As a result of regression analyses, significant relationships were found between social structural factors and socialization processes, suggesting that the influence of socialization agents on adolescents may vary according to certain demographic characteristics. Significant relationships were also found between social structural factors and socialization processes. Peers appeared to be the most important agents of consumer socialization, contributing to a variety of desirable as well as undesirable consumer decision styles. Printed media and television commercials were also found to be significant sources of the acquisition of both desirable and undesirable decision‐making styles. Parents and in‐school education, however, were insignificant in the acquisition of any decision‐making styles among adolescents. Information obtained from this study could be useful to government agencies and consumer educators. The most revealing finding of this study is that parents did not contribute to the formulation of decision‐making orientation for adolescents. This points to the need for consumer educators to take steps in designing programmes that will involve parents as primary socialization agents at home; this may be facilitated via printed materials. Apart from this, the information can also be helpful in enabling marketers to be more effective in targeting various adolescent markets by formulating marketing strategies according to demographic factors, socialization process and decision‐making styles.     

Women,men and organic food: differences in their attitudes and willingness to pay. A Spanish case study

The main purpose of this work consists of displaying the different attitudes of men and women towards organic food, and their willingness to pay for it, in three different consumer intensities: usual, occasional and potential consumers. Several surveys have been carried out to obtain a representative sample of regular food purchasers living in Castilla‐La Mancha (Spain). Statistic analysis previously detecting significant differences with regard to gender and type of consumer has been conducted by univariate analysis to describe attitudes, and multivariate analysis, through ‘logit’ models, to calculate maximum willingness to pay. Results show that women have a more favourable attitude (directly related to their lifestyle) to the purchase and consumption of organic food than men, whereas men are inclined to pay a higher price for organic food than women. In general, men are disposed to pay a higher increase in price than women.     

Personal values associated with political consumption: an exploratory study with university students in Brazil

Emerging countries have witnessed an incredible change in their societal structure in the last few years. In Brazil, the economical rise of the middle class brought more that 100 million people to the marketplace. This stimulus to consumerism (i.e. the social and economic order that encourages the purchase of goods and services in ever‐greater amounts) is accompanied by a notable growth in social movements and mobilization of citizen‐consumers, which indicates changes in the values of individuals and concerns with the direction the society is taking. Conscious and political consumption consequently arises as an alternative way. Especially among young consumers such issues are interesting to address from a theoretical and social point of view, as this new generation will shape the future of the nation. Therefore, the main objective of this study is to analyse socially conscious and political consumption in terms of consumers’ civic engagement as political citizens. We argue that the young political consumer is value‐oriented. The study relied on quantitative research, conducted through an internet‐based survey where 458 valid questionnaires were obtained. Schwartz's Portrait Values Questionnaire was used to measure personal values of the interviewees. Conscious and political consumption were measured through eight questions addressing alter‐ and anti‐consumption actions. The results indicated significant differences among the personal values of the university students that were classified as political consumers. Universalism and benevolence stood out among the core values of this group, with prominence of self‐transcendence, appreciation for equality and concerns for the well‐being of others. However, a gap was observed between the discourse and action of interviewees, once only one‐third of the sample undertook some form of political consumption. The conclusion was that most of the university students interviewed show the will to change society with individual actions, but demonstrate very little political commitment, and currently do not act politically in their purchases.     

Consuming apart,together: the role of multiple identities in sustainable behaviour

Although consumers’ awareness of the environmental and ethical consequences of their behaviour has grown, research on the role of multiple consumer identities in sustainability behaviours is scarce. The aim of the current study was to explain sustainable behaviour from a social identity perspective. We conducted a longitudinal cross‐national within‐subjects design consumer study in six countries (T1, N=3083; T2, N=1440). The results indicate that environmental sustainability can comprise several distinct yet overlapping sustainable behaviours. Multiple social identities seem to play different roles in these different behaviours. Therefore, efforts to enhance different sustainability behaviours are challenging yet promising. Once consumers incorporate a sustainable behaviour, it becomes part of their own identity and could lead to spill over effects on other closely related sustainable behaviours.     

Fashion consumer profiles in the Portuguese market: involvement,innovativeness, self‐expression and impulsiveness as segmentation criteria

This study identified fashion consumer profiles among Portuguese young adults. The work was based on four constructs: fashion involvement, fashion innovativeness, self‐expression through fashion products and impulsiveness. Another purpose of this study was to test these instruments in this cultural context in order to contribute to the generalizability of the scales. A cluster analysis uncovered three groups: Moderates, Apathetic and Enthusiasts. On the whole, this study proposes a new way of segmenting Portuguese fashion consumers and demonstrates that the four constructs employed can be used in different cultural contexts.     

Bank generic strategies: does Porter's theory apply in an international banking center

This study examines banks' competitive strategies and their relationship with performance in a highly internationalized banking center, Hong Kong. The factor analysis results have, by and large, provided support to Porter's three strategy typology. Nevertheless, the empirical findings from the cluster analysis and the subsequent inter-group comparison of performances have cast doubt on Porter's stuck-in-the-middle proposition by demonstrating that banks adopting a multi-strategic approach did outperform other strategically monotonous rivals. While the stuck-in-the-middle proposition is grounded in the premise of inherent inconsistencies for pursuing more than one generic strategy simultaneously, the resource-based view and the present empirical findings hint at the feasibility for well-resourced banks to combine apparently incompatible value creating activities in a synergistic way to achieve integrated flexibility and consequently, a sustainable multi-strategic position. It is suggested that this feasibility very much depends on a bank's organizing and coordinating capabilities that are developed and refined through managerial commitment, learning and experience, as well as a careful assessment of various organizational activities and its inter-relationships within the entire business system.     

Core competences,strategy and performance: the case of international retailers in China

This research aims to analyse the central role of core competences in retail internationalisation. The authors analyse field data generated from in-depth interviews of top Chinese subsidiary managers, using the principles of the grounded theory methodology. The inductive process identified two types of core competences in the subsidiaries of international retailers: basic competences and architectural competences. This classification leads to research propositions on the impact of the core competences on strategy choice, and on the performance of the subsidiaries of international retailers.     

Clio in the business school: Historical approaches in strategy,international business and entrepreneurship

On the back of recent and significant new debates on the use of history within business and management studies, we consider the perception of historians as being anti-theory and of having methodological shortcomings; and business and management scholars displaying insufficient attention to historical context and privileging of certain social science methods over others. These are explored through an examination of three subjects: strategy, international business and entrepreneurship. We propose a framework for advancing the use of history within business and management studies more generally through greater understanding of historical perspectives and methodologies.     

The Role of Plant-Based Foods in Canadian Diets: A Survey Examining Food Choices,Motivations and Dietary Identity

Used as a replacement for animal-based protein sources, the market for foods containing plant-based proteins (PBPs) continues to grow across North America. As of now, however, few studies of consumer behaviour focus specifically on the dynamics of this development in Canada and so this study looks at how PBPs fit in the current dietary choices of Canadians. Using data collected through a geographically representative nation-wide survey, the analysis shows that past and current consumption of these products are good indicators of future consumption of PBPs. Relatedly, negative stigma attached to earlier versions of PBPs, sometimes referred to as ‘fake meat’, continues to be an issue with current Canadian consumers. The analysis also demonstrates that personal health and animal/environmental ethics play a significant role in individual decisions to eat PBPs instead of meat. Additionally, issues of availability, affordability and concern over the sensory qualities continue to present barriers to future use.