Refine your search
Collections
Co-Authors
Journals
Year
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Awasthi, Ashwini K.
- Exploring the Domains of Consumer Perceived Ethicality
Abstract Views :383 |
PDF Views:36
Authors
Affiliations
1 No Affiliation
1 No Affiliation
Source
Journal of Management Research, Vol 14, No 2 (2014), Pagination: 101–108Abstract
This study explores whether the set of domains of consumers’ ethical beliefs is exhaustive, whether it fits a developing economy like India, and if different domains affect consumer perceptions and relationships with the company differently. It is a qualitative research, where data is collected on domains of origin of consumer perceived ethicality (CPE). The findings lead to segregation of CPE domains into domains of direct origin which have major effect on the consumer behavior, and domains of remote origin which hardly have any effect on the consumer behavior. The research further suggests some additions to the CPE framework, the first of them being about packaging in the ‘consumer’ domain. Second change is in the domain of ‘local community and business’. In addition the sub-domain of ‘location of headoffice or place of production’ does not seem to have relevance for the developing economies.Keywords
Consumer Perceived Ethicality, Ethics, Corporate Social Responsibility
- Services Cape Elements in Leisure Service Settings: A Study of Movie Theatres and Restaurants
Abstract Views :226 |
PDF Views:2
Authors
Affiliations
1 Institute of Management, Nirma University, Ahmedabad, Gujarat, IN
2 Infosys Pvt. Ltd, IN
1 Institute of Management, Nirma University, Ahmedabad, Gujarat, IN
2 Infosys Pvt. Ltd, IN
Source
International Journal of Hospitality and Tourism Systems, Vol 7, No 1 (2014), Pagination: 69-73Abstract
At the level of service providers, the quality of service delivered depends upon their front line employees, and the physical surroundings of their service factories. Customers spend more time in physical in services capes in leisure service settings. Services capes in these contexts not only facilitate service delivery, but they are an important element of the value preposition, and give cues to the service quality. All leisure services are similar in terms of people spending their leisure time there. However there are differences in the core services, and therefore it becomes important to see how different elements of services capes effect different types of leisure services. This paper investigates the relative importance of different attributes of four dimensions of services capes in two leisure service settings - full service restaurants, and movie theatres. Restaurants provide the core service of food and lounging, while movie theatres provide core service of entertainment. The four dimensions studied are ambience, layout, signage, and employees. Their effect on customer satisfaction is measured in the paper, and the effect of customer on repeat patronage is then looked at.Keywords
Services Capes, Leisure Service Settings, Customer Satisfaction, Customer Repeat Patronage.References
- Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behaviour. Journal of Retailing, 77(2), 273-289.
- Baker, J. (1987). The role of the environment in marketing services: the consumer perspective", in Czepiel, J.,Congram, C.A., Shanahan, J. (Eds), The services challenge: Integrating for competitive advantage (pp.79-84). American Marketing Association, Chicago, IL
- Bitner, M. J. (1992). Services capes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 56(2),57-71
- Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49.
- Chan, K. Y. M. (2008). The role of services cape in convention and exhibition centres-Hong Kong convention and exhibition centre and Asia World-Expo. Hong Kong Baptist University.
- Foxall, G. R., & Greenley, G. E. (1999). Consumers' emotional responses to service environments. Journal of Business Research, 46, 149-58
- Grace, D., & O'Cass, A. (2005). Service branding: consumer verdicts on service brands. Journal of Retailing and Consumer Services, 12(2), 125-139.
- Hui, M. K., Dube, L., & Chebat, J. C. (1997). The impact of music on consumers' reactions to waiting for services. Journal of Retailing, 73(1), 87-104.
- Kotler, P. (1973). Atmospherics as a marketing tool. Journal of retailing, 49(4), 48-64.
- Lin, I. Y. (2004).Evaluating a services cape: the effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163-178.
- Lin, I. Y., & Mattila, A. S. (2010). Restaurant services cape, service encounter, and perceived congruency on customers' emotions and satisfaction. Journal of Hospitality Marketing & Management, 19(8), 819-841.
- McKinsey & Company. (2008). The great Indan bazaar - Organised retail comes of age in India. Retrieved from http://www.mckinsey.com/App_Media/Reports/Asia%20Consumers/ The_Great_Indian_Bazaar_Secure.pdf
- Mckinsey Global Institute. (2012). Urban world: Cities and the rise of the consuming class.
- Retreived from http://www.mckinsey.com/insights/urbanization/ urban_world_cities_and_ the_rise_of_the_consuming_ class.
- Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of retailing, 77(1), 39-56.
- Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. Journal of marketing, 46(3).
- O'Neill, R. E. (1992). How consumers shop. Progressive Grocer, 71, 62-64.
- O'Neill, M. J. (1992). Effects of familiarity and plan complexity on wayfinding in simulated buildings. Journal of Environmental Psychology, 12(4), 319-327.
- Reichheld, F. F., Markey, R. G., Jr & Hopton, C. (2000). "The loyalty effect – the relationship between loyalty and profits. European Business Journal, 12(3), 134-139.
- Sommer, R., & Susan, A. (1982). Mental mapping of two supermarkets. Journal of Consumer Research, 9, 211-215
- Wakefield, K. L., & Blodgett, J. G. (1994).The importance of services capes in leisure service settings. Journal of Services Marketing, 8(3), 66-76.
- Consumers' Perceptions and Behaviour About Brands: Effect of Complaint Resolutions on Social Media
Abstract Views :452 |
PDF Views:2
Authors
Affiliations
1 Institute of Management, Nirma University, Ahmedabad, Gujarat, IN
2 Pune, Maharashtra, IN
1 Institute of Management, Nirma University, Ahmedabad, Gujarat, IN
2 Pune, Maharashtra, IN
Source
International Journal of Marketing and Business Communication, Vol 3, No 3&4 (2014), Pagination: 76-80Abstract
Customers can act in a variety of manners on experiencing product or service failures. Complaining to the firm is one of such options that are beneficial to the firm. It helps the firm to identify problems, and satisfy customers for long term relationships. Social media is an emerging platform for communicating with the firms for complaint resolution. Younger generation is increasingly using social media channels like Facebook and Twitter to post complaints. Some companies have taken up the call and they are trying to resolve these complaints. Social media users provide positive or negative feedback on the basis of such complaint handling. This exploratory study looks at customer perceptions, and their behavioural intentions in response to companies' solutions to complaints on different social media channels.Keywords
Social Media, Customer Complaints, Customer Perceptions, Customer Behaviour.References
- Alexander, E. C. (2002). Consumer reactions to unethical service recovery. Journal of Business Ethics, 36, 223-237
- Awasthi, A. K., & Rawani, M. (2013). Effect of organisational responses on customer's perceived justice: Moderating role of causal attributions. Journal of Marketing and Communication.
- Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 52, 69-82.
- Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54,71-84.
- Blodgett, J. G., Wakefi eld, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42.
- Bolton, R. N. (1997). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17(1), 45-65.
- Boshoff, C. (2005). A re-assessment and refi nement of RECOVSAT: an instrument to measure satisfaction with transaction-specifi c service recovery. Managing Service Quality, 15(5), 410-425
- Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110-130.
- Davidow, M. (2003). Organizational responses to customer complaints-what works and what doesn't. Journal of Service Research, 5(3), 225-250.
- DiAndrewLipsman, G. M. (2012). The power of like: how brands reach (and influence) fans. Journal of Advertising Research.
- Fornell, C., & Wernerfelt, B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287-298.
- Goetzinger, L., Park, J. K., & Widdows, R. (2006). E-customers' third party complaining and complimenting behavior. International Journal of Service Industry Management, 17(2), 193-206.
- Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25, 149-163.
- Hart, C. W. L., Heskett, J. L., & Sasser Jr., W. E. (1990). The profi table art of service recovery. Harvard Business Review, (July-August), 14-28.
- Pinto, M. B., & Mansfi eld, P. (2012). Facebook as a complaint mechanism: An investigation of millenials. Journal of Behavioral Studies in Busines.
- McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3, 121-137.
- Rodriguez, M., Peterson, R. M., & Krishnan, V. K. (2012). Social media's influence on business-to-business sales performance. Journal of Personal Selling & Sales Management, 32(3).
- Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93-107.
- Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril. Journal of Service Research, 1, 5-17.
- Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failures. Sloan Management Review, 40, 75-89.
- Tripp, T. M., Gregoire, Y., & Business, S. (2011). When unhappy customers strike back on the Internet. MIT Sloan Management Review. January 2011.
- Vinerean, S., Cetina, I., Dumitrescu, L., & Tichindelean, M. (2013). The effects of social media marketing on online consumer behavior. International Journal of Business and Management, 8(14).
- Yadav, D. (2014). Indian Telecom Trying to Win Customer Heart through Social Media. Retrieved from http://www.mbaskool.com/business-articles/marketing/7792-indian-telecom-trying-to-win-customerheart-through-social-media.html.