Vertical and financial ownership: Competition policy and the evolution of the UK pub market

Abstract

Traditionally the UK brewing industry was vertically integrated with brewers owning and controlling pubs. This came to an abrupt end in the forced divestment of a large proportion of the major brewers' pub estates in the 1989 ‘Beer Orders’. The divested pubs spawned the independent pub companies. This study of regulatory policy and financial services interest in the UK brewing industry poses the question of whether the original industrial structure was preferable to what has emerged subsequently. The contribution of the article is in highlighting the risks and rewards of regulatory intervention in deeply-embedded organisation and the sustainability of alternative business models that emerge.     

Analysis of the promotion of cigarettes at the point of sale and its attractiveness to children

Smoking habit seriously affects public health in a number of direct and indirect ways. The study reported here took place in Brazil and examined the promotional activities of the tobacco industry at the point of sale, with particular reference to their impact on children. Tobacco control policies are generally in place in developed countries, and smokers typically develop the habit while still young. Trained researchers visited a stratified sample of 429 retail outlets in the city of São Paulo, comprising the local equivalents of bars, snack bars, luncheonettes and pubs. Data for analysis were collected by direct observation at the point of sale and interviews with the person deemed to be in charge of the outlet visited. The results indicate that the tobacco industry is displaying its products within full view of children and making use of the sales' incentives offered to the retailer. The findings contribute significantly to the study of the effect of promotion at the point of sale on young smokers and can inform the policy debate on the increasing regulation of tobacco marketing promotional methods.     

The protective effect of fences: providing protection to the 0-4 year-old

Abstract

In this study the minimum standards are investigated which must be imposed on fences in order for them to act as a barrier to children from the particular risk group (2 and 3-year-olds).The study sought to establish the minimum height usable, because a fence of this type can be climbed more easily by older children and young people, and hence damage due to vandalism (by these older people in order to pass it) is less likely to occur. This is very important, because damage of this kind also destroys the fence's ability to protect very young children.

By means of a literature study parameters were identified that are relevant for the ease with which fences can be climbed. These include: personal characteristics and fence characteristics such as: height, geometry (chain-link fabric, bars, and welded steel wires), top geometry and post flexibility. A design set-up was made having 5 different types of fences and the effective height of the fence could be changed during the study by means of steps in front and behind the fence.

The testers were 31 boys and 35 girls divided according to age (by half years), producing 7 groups of roughly 10 children each. The children were asked to climb these fences. Information is given on the percentage of children (per age group) stopped by each fence, and the mean time required for successful attempts. It must be concluded that it is hard to prevent somewhat older children (4-5 yrs old) from climbing a fence. The fence having flexible posts and the one having bars were found to be the most effective.     

A Thirst for the Real Thing in Themed Retail Environments

ABSTRACT

The restaurant industry is experiencing a trend toward “authentic” ethnic restaurants that promise not only authentic food from a specific culture, but also an authentic dining experience and decor. For many consumers, these ethnic dining experiences constitute their sole contact with foreign cultures. This paper explores the importance of authenticity in ethnicthemed restaurants. It considers the methods employed and the frames of reference used to create these themed environments, consumers' abilities to delineate the real from the fake and the importance of authenticity as a component of the consumption experience. This exploratory study used qualitative research methods to report emerging themes derived from one type of ethnic restaurant, Irish pubs in Savannah, Georgia during St. Patrick's Day festivities. Managerial and research implications are offered.     

The Role of the Internet in the Marketing of Independent Public Houses in the UK

The traditional public house has undergone significant change in the last three decades, making the transition from a male dominated drinking venue to a modern leisure provider. Many independent pubs now offer a variety of products and services to a range of market segments. In recent years there has been plenty of evidence of independent pubs embracing the concept of marketing in response to challenging competitive conditions and customer demands. Many have been very successful at implementing innovative marketing strategies for attracting and retaining customers. Promotional activity has also increased but appears to have been less innovative, concentrating mainly on word-of-mouth and sales promotions. The complex promotional mix used by many commercial organisations is beyond the budget of the majority of independent pubs. Advertising through the media of newspaper or radio is also too expensive and therefore independent pubs may have to seek alternative ways of making the consumer aware of their location and the hospitality that they offer. This paper seeks to explore the potential of the Internet as a marketing communications tool for independent pubs. A review of trade examples and a mini case study are presented to assess the extent to which independent pubs and customers have adopted this technology. The advantages of using this medium are discussed and examples of successful use of the Internet by independent pubs are presented. The problems of time, cost and IT expertise are considered as barriers to adoption.     

Mobile shopping intensity: Consumer demographics and motivations

PurposeTo investigate how consumer demographics and motivations may influence their mobile shopping intensity.Design/methodology/approachAn online survey was developed to collect data using SurveyMonkey's online shopper panel. The final sample consisted of 937 mobile shoppers. Linear regression analysis was performed to test the hypotheses.FindingsConsumers' education and income levels significantly increase their number of mobile purchases, their frequency of purchases, and the amount of money spent on mobile purchases. Males have been found to spend more on mobile shopping than females, while younger people made more mobile purchases than older people. This study also identifies six types of motivations that drive consumers’ mobile shopping intensity, including convenience seeking, bargain hunting, enjoyment seeking, perceived usefulness, ease of use, and innovativeness.Research limitations/implicationsFuture research may examine additional motivational measures and situational factors and conduct cross-cultural studies.Practical implicationsFindings from this study can help businesses develop their mobile shopping strategies.Originality/valueThis is the first study to investigate how consumer demographics and motivations may influence their mobile shopping intensity.     

A Proposed Response Model for Controversial Advertising

Abstract

A number of advertisers have used the strategy of controversial images (fear, sexual), or promoted their controversial product (alcohol, underwear), in a way to get the audiences' attention and a positive reaction. However, the use of controversial advertising can also potentially offend people and create a negative reaction. This article discusses controversial advertising and proposes a conceptual model of responses to controversial advertising.     

Gripe Websites

Abstract

Many people think about electronic commerce from the prospective of the organization. That is the selling and distribution of goods and/or services over the internet. There is however a darker side where an individual or small group of people feels so grieved that they use the internet as complaint/attack forum. Complaints and dissatisfaction with an organization often appear in the cyber world in the form of chat rooms, complaint websites and rogue websites, collectively called “gripe sites.” This article presents background material of these “gripe sites” and lists suggestions on how to respond to the various types of attacks.     

Last Call: decreasing drunk driving among 21-34-year-old bar patrons

Any effort to decrease the toll of drunk driving must include efforts directed at people who drink in bars, particularly young adults who use motor vehicles after drinking. We designed a multifaceted social marketing campaign, Last Call, to increase the use of designated drivers and safe rides homes among 21-34-year olds. There were three components to the intervention: (1) use of taxi stands to promote taxi use; (2) point-of-sale information to patrons at partner bars and (3) a mass media campaign to support the designated driver/safe ride home message. Among the heaviest drinkers, the programme significantly increased the use of designated drivers and increased the use of taxis by 63%.     

Towards a richer understanding of consumers in social marketing contexts: Revisiting the stage of change model

Abstract

In this paper, we present data from an 18-month-long longitudinal study of a sample of 40 people who received a test for cancer and who were subsequently advised by health professionals on the dietary changes that would lead to improved health. This study investigates the ways that behaviour change is instigated (or not) and how people cope with these changes. We use the Stages of Change model to categorise people by their dominant behavioural response to the test (maintainers, recyclers, no change). From these categorisations, we develop an in-depth understanding of the experience of their behavioural response. By looking at the three possible behavioural responses in this way, we provide insights into the different cognitive, emotional, and behavioural response to the disease trigger. We evaluate the implications for social marketing theory and public policy makers.     

Consumers’ Behavioral Intentions Toward Self-Service Technology in the Emerging Markets

ABSTRACT

Self-service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This lack of personal interaction generates doubts and queries in the minds of the people, especially those unaware or less aware of these technology-based services. Such a situation is quite prevalent in the developing nations (like India), where still a large number of people are apprehensive about using the latest technologies. In this regard, the present study aims to develop an integrated model designed to predict and explain the various factors that influence customers’ behavioral intentions to use or not to use one particular SST (i.e., ATM services). The study finds that bank customers are less innovative and less optimistic to try out new technologies. Usefulness of the technology helps in developing positive attitude toward the technology, which in turn affects customers' intentions to use that technology.     

The Importance of Facilitator Role Behaviors

SUMMARY

Shifting the emphasis from working alone to working together in the classroom or on the job is a relatively simple idea. However, implementing collaborative work and learning has not been so easy!

This paper argues that critical meeting facilitation skills and the appropriate use of Group Support Systems' (GSS) tools support the collaborative meeting and learning paradigm. These skills and tools greatly enhance the teacher's and meeting leaders? ability to create effective collaborative situations. The use of GSS with the case study methodology is discussed as one example of blending facilitation and technology to teach people to work together more productively in multinational settings.     

Encouraging healthy choices in the retail store environment: Combining product information and shelf allocation

PurposeNutritional information and the visibility of healthier food products inside the store are believed to be important variables in helping shoppers to make healthy choices. However, there remain gaps in our understanding of how consumers select healthy products and how they include complex nutritional information in the decision-making process, in a stimuli rich environment. This research tests the impact of different combinations of stimuli (information and space management) on the selection of healthier products.MethodologyThrough a within-between subjects on-line experiment, a set of hypotheses relating different combinations of information provision (communication) and space management (shelf display) were tested for two different product categories: cereal bars and breakfast cereals. The sample comprised 249 participants within the UK.FindingsResults show that there is no single unique solution to encourage healthy food choices. The characteristics of the category, the frequency of purchase, the way products are displayed on the shelf and the complexity of the nutritional information provided matter.OriginalityThis paper enriches the literature about healthy food choice behaviours by exploring combined interventions in store.     

The role of desire in understanding intentions to drink responsibly: an application of the Model of Goal-Directed Behaviour

Abstract

This study models young people’s moderate drinking decision-making using the Model of Goal-Directed Behaviour (MGB), thus presenting insights into young people’s desires and intentions to drink responsibly. Testing the applicability of the MGB to quantitatively analyse responsible drinking, the explanatory sphere of the MGB is extended. An online survey resulted in 1522 completed questionnaires from respondents aged between 18 and 25 years. Collected data were analysed with structural equation modelling (SEM) using SPSS AMOS21 (IBM, New York, NY, USA) software. The key finding of this study is that an individual’s desire to drink moderately is the most important predictor of young people’s responsible drinking intentions. Our use of MGB provides further evidence that there is a strong distinction between consumer desires and intentions.     

Country-of-Origin Effects and Global Brand Trust: A First Look

ABSTRACT

This article reports the results of a global survey that explored the relationship between country of origin and brand trust in 22 product categories. The product categories of interest ranged from high involvement, durable goods (refrigerators, washing machines) to low involvement, fast moving consumer goods (chocolate bars, yogurt, disposable batteries). Respondents included consumers from the United States, Nepal, India, Poland, the Czech Republic, and Bulgaria. Country-of-origin effects yielded the research's most interesting finding: Global brands might have a regional, or meso level, component which brand trust has uncovered for the first time.     

The authentic service employee: Service employees' language use for authentic service experiences

This study analyzes how service employees' language use influences the authenticity of a service. The extant service literature on language use remains exclusively focused on the customer's perceptions of first language use in direct communication. Shifting the focus to the service employee, this paper posits that language could exert a wider influence, contributing both to how customers perceive the authenticity of the service and the entire service experience. Analyzing language use in service encounters, the paper addresses this research gap in the literature from the perspective of the service employee. In many service settings, authenticity is an important part in customers' construal of their experience. The study analyzes how service employees in British pubs outside the UK may use English with local customers who frequent these pubs to get a taste of Britain and British culture, contributing to the service literature by introducing a typology to align the service employees' language use with authenticity to strengthen the customer experience. The paper further contributes to service theory by extending the understanding of service sabotage by showing how, why, and in which circumstances service employees may use a language switch to sabotage the customer experience. Finally, the study extends the extant human resources literature on the effects of allowing service employees to be themselves to show that this managerial practice not only benefits the service employees also results in a more authentic customer experience.     

Action at the exhibit face: video and the analysis of social interaction in museums and galleries

ABSTRACT

Whilst we can observe a considerable increase in importance of arts and museum marketing, research of people’s engagement with art in exhibitions is relatively rare. This neglect of people’s action and interaction in exhibitions is somewhat surprising considering that it is in exhibitions where museums are in direct contact with their audience. This article begins with a review of the emergence of video-based research in the social sciences before turning to the use of video for the study of visitor behaviour in exhibitions. It contributes to recent debates on experiential and sensory marketing by examining three video-recorded fragments of interactions at exhibits in museums. The analysis of the fragments suggests that people’s experience of exhibits arises in social interaction with others. The article ends with a discussion of the theoretical and methodological contribution of video-based research in museums and of implications of such research for those involved in the management and design of museums and other experiential environments.     

Servbrand Framework: A Business-To-Business Services Brand Equity Framework

ABSTRACT

Purpose: The research reported on here set out to develop a tailored branding model for business to business (B-to-B) services by applying the brand resonance pyramid to a selected B-to-B services context.

The brand resonance pyramid was developed based on research that was predominantly consumer product or individual brand oriented, though one of the objectives when the model was developed was that “the model had to be versatile and applicable to all possible kinds of brands and industry settings. As more diverse applications of branding continued to emerge for products, services, organizations, people, places, and so forth, the model needed to have far-ranging relevance”. The brand resonance pyramid therefore had to be applicable to any context, including B-to-B services contexts. However, consumer goods branding strategies are not directly transferable to B-to-B or services markets and there are documented differences between the B-to-B and business-to-consumer (B2C) markets and products and services contexts. There is also doubt regarding the validity of the contention that the brand resonance pyramid should be applicable to the B-to-B sector.

Methodology: Using an interpretivist qualitative research approach and an exploratory research strategy, the Servbrand framework was developed empirically by applying the brand resonance pyramid to a selected B-to-B services context. Fourteen useful in-depth interviews were obtained from appropriate and information rich participants that represented more than 14 of the 89 organization that were included in the selection frame. Some of the participants were responsible for the relevant decisions of more than one organization.

Findings: The results from the study reported on here (summarized as Figure 5) prompted the inclusion of a people dimension and elevated the importance of relationships in an amended B-to-B services brand equity framework. The people brand-building block includes the dimensions of attitude and demeanor, personality and values, personableness, product knowledge and client knowledge. Relationships, as the ultimate aim of the framework, concern both interpersonal relationships and partnerships.

The article presents a conceptual framework to guide effective brand building strategies in a selected B-to-B services context. Researchers can use the framework to test its applicability in other contexts, which will contribute to the amendment of a significant brand equity management framework.

The Servbrand framework can assist marketing practitioners to improve the effectiveness of strategic brand management for B-to-B services.

Contribution: The empirical research contributes to three areas of brand equity research, namely: 1) the offering type – by investigating service offerings rather than product offerings; 2) the brand level – by investigating organization-level brands rather than product-level brands; and 3) context – by investigating a B-to-B context rather than a B2C context. A revised brand resonance pyramid is proposed and called the Servbrand framework.     

Barriers to Elderly Consumers’ Use of Support Services: Community Support in Japan’s Super-Aged Society

ABSTRACT

Rural areas need support services to help elderly people sustain their ordinary lives, especially in light of today’s aging societies. In Japan, nonprofit organizations and residents’ associations, which are based in local relationships, provide support services aimed at helping the elderly with their daily buying behavior. This study provides a comprehensive understanding of the barriers preventing the use of such support services. We collect 133 respondents from semi-structured interviews through door-to-door visits using snowball sampling to show that there are three such barriers: lifestyle, capability, and trust. Furthermore, we discussed measures to reduce these barriers using our results of correlation analysis and analysis of variance. Our findings have implications for a new direction in social marketing for elderly people. As societies continue to age and highly accessible services become ever more necessary, the insights of our study will be applicable not only in Japan but across the world.     

People-Oriented Marketing Managers in Service Organizations

Abstract

This paper explores the role of people-oriented marketing managers in service organizations. In particular, the interaction variables between organizational behavior of managers and organizational design issues are analyzed. Variables addressed include the following: centralization, decentralization, bureaucracy, matrix management, open environment, individuality, people as resource, unification of people, handling people problems, democratic methods, development of people, and importance of people.