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  • 1
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    Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences (2011)
    Springer
    Details
    Publication Date: 2011-11-15
    Print ISSN: 1019-6781
    Electronic ISSN: 1422-8890
    Topics: Computer Science , Economics
    Published by Springer
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    PAPER CURRENT
  • 2
    Electronic Resource
    Electronic Resource
    Consumer brand classifications: an assessment of culture-of-origin versus country-of-origin (2001)
    Bingley : Emerald
    The @journal of product & brand management 10 (2001), S. 120-136 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Examines consumers' perception of brands as influenced by their origins and the differences in classification ability between consumers' knowledge levels. Specifically, culture-of-brand-origin (COBO) is proposed to have replaced country-of-origin (COO) as the most important origin influence regarded by consumers in their perceptions of brands. Culture-of-brand-origin is used to mean the cultural origin or heritage of a brand. Data were gathered from 459 respondents in the Asian city of Singapore; and used to assess Singaporean consumers' ability to classify the cultural origins of fashion clothing brands. This was compared to their ability to classify the country origins of the same brands. Six brands were used in a between-subjects design, with three brands of western countries and three of eastern countries. Results indicate that consumers can more readily identify the cultural origin of brands over their country-of-origin. Reveals that a consumer's ability to make this distinction is influenced by the consumer's perception of how well he/she knows the brand.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610420110388672
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    Paper (German National Licenses)
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  • 3
    Electronic Resource
    Electronic Resource
    Exploring consumer experiences with a service brand (2004)
    Bingley : Emerald
    The @journal of product & brand management 13 (2004), S. 257-268 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The commercial importance of services has been realised in recent times and the importance of research to understand service brands and their meaning for consumers is a growing priority. This study focuses on consumer based perceptions of brand associations of a service brand, attitudes toward and intention to use the branded service via qualitative and quantitative methods. The results indicate a number of key dimensions that are important for consumers of services such as core service, experience with brand, self-image congruency, feelings, servicescape and interpersonal service, publicity, advertising, price and brand. However, in this study country of origin and word of mouth were not significant. Largely, the findings indicated that service brand associations influence brand attitude and attitude and associations influence intention to use a service brand.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610420410546961
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    Paper (German National Licenses)
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  • 4
    Electronic Resource
    Electronic Resource
    Examining service experiences and post-consumption evaluations (2004)
    Bradford : Emerald
    The @journal of services marketing 18 (2004), S. 450-461 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post-consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040410557230
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  • 5
    Electronic Resource
    Electronic Resource
    An exploratory perspective of service brand associations (2003)
    Bradford : Emerald
    The @journal of services marketing 17 (2003), S. 452-475 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Over the past 20 years the commercial importance of services has been realised, highlighting the importance of research to understand service brands and their meaning for consumers. However, to date, the branding models developed lack empirical testing, are derived from the perspective of brand practitioners rather than consumers, and pay little attention to the branding of services. This study seeks consumer-based information via qualitative and quantitative methods regarding brand dimensions that hold meaning to consumers for branded services. The results indicate a number of key dimensions that are important to consumers for both goods and services, such as core product/service, experience with brand and image of user. Dimensions such as feelings and self-image congruence were not found to be important, while word-of-mouth, servicescape, and employees held importance for branded services. The results also indicate significant relationships for brand dimension importance and brand associations, associations and attitudes, and attitudes and intentions. The results suggest important implications for brand managers, in addition to providing a platform on which future research can be built to further understand service branding.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040310486267
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  • 6
    Electronic Resource
    Electronic Resource
    Attributions of service switching: a study of consumers' and providers' perceptions of child-care service delivery (2001)
    Bradford : Emerald
    The @journal of services marketing 15 (2001), S. 300-321 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share similar beliefs about a service and its delivery. Congruent expectations facilitate maintenance of service relationships, while disparate cognitions of expectations encumber and work toward terminating relationships (switching behavior). An empirical investigation of service switching in a child-care setting reveals that highly educated child-care consumers place more importance on the service encounter, and are more likely to engage in negative word-of-mouth about the service in the event of failure. However, in terms of service switching, the perceptions of child-care providers are significantly different from those of consumers when attributing causes of switching, and examining post-switching behavior. Provides practical implications for childcare providers, and service providers, in general.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/EUM0000000005508
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  • 7
    Electronic Resource
    Electronic Resource
    Internet users' adoption of Web retailing: user and product dimensions (2001)
    Bingley : Emerald
    The @journal of product & brand management 10 (2001), S. 361-381 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Focuses on examining consumer characteristics that influence Internet users to adopt the Web for purchase related behavior (retail usage). The key constructs examined in relation to actual adoption are attitudes and perceived usefulness. Also focuses on variables that impact Internet users' attitudes toward Web retailing, including Internet users' shopping orientation, perceived Web security, shopping innovativeness, satisfaction with Web sites, importance of inspecting products and price sensitivity. Data was gathered via a self-administered Web survey. A total of 392 completed surveys were obtained and the results indicate that such characteristics of consumers do influence attitudes towards using Web retailing. The results also indicate that attitude and perceived usefulness do predict adoption of the Web for retail usage. Finally, the results indicate that significant differences exist between adopters of Web retailing and non-adopters in the price significance, need to handle products and purchase likelihood when they cannot handle products purchased via retailing channels.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/EUM0000000006207
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  • 8
    Electronic Resource
    Electronic Resource
    Status brands: examining the effects of non-product-related brand associations on status and conspicuous consumption (2002)
    Bingley : Emerald
    The @journal of product & brand management 11 (2002), S. 67-88 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: In seeking to expand our understanding of brands and their impact on consumer behaviour, assesses the relationship between brand associations, which contribute to consumption behaviour. A self-administered questionnaire was developed and administered to a non-probabilistic convenience sample of 315 young consumers. The findings of this research indicate that the status-conscious market is more likely to be affected by the symbolic characteristics of a brand; feelings aroused by the brand; and by the degree of congruency between the brand-user's self-image and the brand's image itself. Results also indicate that the higher the symbolic characteristics, the stronger the positive feelings, and the greater the congruency between the consumer and brand image, the greater the likelihood of the brand being perceived as possessing high status elements. The suspicion that status-laden brands would be chosen for status consumption and conspicuous consumption was also confirmed. These findings broaden our understanding of status-conscious consumers and their behaviour towards brands.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610420210423455
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  • 9
    Electronic Resource
    Electronic Resource
    Examining the effects of service brand communications on brand evaluation (2005)
    Bingley : Emerald
    The @journal of product & brand management 14 (2005), S. 106-116 
    Details
    ISSN: 1061-0421
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - This study seeks to examine the effects of three communication avenues, namely controlled communication (e.g. advertising/promotions), uncontrolled communications (word-of-mouth (WOM)/publicity), and brand name, on consumer service brand evaluation. Design/methodology/approach - This study employed a quantitative methodology and data were gathered from consumers intercepted in a shopping mall via a self-completed survey. Findings - The results show that controlled communications and brand name have a significant effect on customer satisfaction, brand attitudes and brand reuse intentions. WOM was shown to have a significant influence only on brand reuse intentions. In addition, comparisons made across different retail service types (e.g. stores and banks) showed differences in relationships between the examined variables. Research limitations/implications - The brand stimuli used in the survey instrument limit the findings to retail stores and banks and, thus, may not be applicable in all service situations. On this basis, it is recommended that future research should further explore the key constructs of this study in other service settings. Practical implications - The findings suggest that controlled communications and brand name are pivotal in establishing consumer expectations, thus influencing satisfaction and brand attitudes. Therefore, these types of advertising should be utilised to communicate realistic service experiences, while brand names should reinforce consumer confidence, trust and safety in usage. Positive WOM advocating proven reliability and consistency of the brand should be encouraged and rewarded to encourage new usage and reusage behaviour. Originality/value - The value of this paper lies in the comparison of different brand communications with different consumer responses to the brand not previously examined. The results therefore suggest ways in which marketers can maximise the benefits of their communications.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10610420510592581
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  • 10
    Electronic Resource
    Electronic Resource
    Brand associations: looking through the eye of the beholder (2002)
    Bingley : Emerald
    Qualitative market research 5 (2002), S. 96-111 
    Details
    ISSN: 1352-2752
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: As the importance of brands is realised, so too is the importance of research in this area. However, to date, a number of branding models have been developed that lack empirical testing, are derived from the perspective of brand practitioners, and pay little attention to the branding of services. This study seeks consumer-based information via qualitative methods regarding brand dimensions that hold meaning to consumers for both branded products and branded services. The results indicate a number of key dimensions to be such as core product/service, experience with brand, image of user, important to consumers for both goods and services. Dimensions such as feelings, and self-image congruence, were found to be important only in terms of branded products, while word-of-mouth, servicescape, and employees, held importance with respect to branded services. The results provide a platform upon which future research can be built.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/13522750210423797
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