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Article
Publication date: 6 September 2022

Amit Kumar and Anupriya Kaur

The current study aims to predict consumer complaint status (complainers or non-complainers) based on socio-demographic and psychographic factors and further to discern…

Abstract

Purpose

The current study aims to predict consumer complaint status (complainers or non-complainers) based on socio-demographic and psychographic factors and further to discern the differences in behavior disposition of consumer groups concerning determinants of consumer's tendency to exit (TE).

Design/methodology/approach

The research used survey-based data of 600 Indian consumers of three service sectors (hotel and hospitality, automobile service centers and organized retail stores). Chi-square automatic interaction detector (CHAID) decision tree analysis was used to profile consumers.

Findings

The results indicated that occupation; income; education; industry and attitude toward complaining were significant factors in profiling consumers as complainers or non-complainers. Further, determinants of TE (discouraging subjective norms, perceived likelihood of successful complaint, lower perceived switching cost, poor employee response, negative past experience and ease of complaint process) vary significantly across the groups of complainers and non-complainers.

Research limitations/implications

The research questions in this study were tested with three service sectors consumers in India, so due care should be exercised in generalizing these findings to other sectors and countries. Study replication across other service sectors and countries is recommended to improve the generalizability of these findings with wider socio-demographic samples.

Practical implications

Firms striving for consumer retention and aim to extend their consumer life cycle can greatly benefit from the results of this study to understand the customer complaint behavior (CCB) specific to non-complaining (exit) behavior. The future researcher may benefit from replicating and extending the model in different industries for further contribution to the CCB literature.

Originality/value

To the best of the author's knowledge, there is no evidence of consumer segmentation based on their complaining behavior or socio-demographic and psychographic factors by employing CHAID decision tree analysis. In addition to illustrating the use of data mining techniques such as CHAID in the field of CCB, it also contributes to the extant literature by researching in a non-Western setting like India.

Details

Journal of Advances in Management Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0972-7981

Keywords

Article
Publication date: 31 July 2019

Anupriya Kaur and Preeti Thakur

The purpose of this paper is to validate the conceptual model that presents the determinants of Tier 2 consumer’s online shopping attitude and the interrelationships among…

1276

Abstract

Purpose

The purpose of this paper is to validate the conceptual model that presents the determinants of Tier 2 consumer’s online shopping attitude and the interrelationships among the constructs across the three Tier 2 cities in India.

Design/methodology/approach

The paper uses survey-based data from three Tier 2 cities of North India – Kota, Agra and Jalandhar and uses a combination of statistical techniques to assess psychometric properties of the scales and conduct the measurement and structural invariance.

Findings

The findings of the paper reveals that technology readiness, consumer innovativeness, fondness for branded products and perceived brand unavailability act as determinants of online shopping attitude and there is a positive relationship between online shopping attitude and online purchase intention among Tier 2 consumers in India while perceived offline hedonic value do not have any significant impact.

Research limitations/implications

Future researchers can use this model with additional confidence given its cross-segment robustness.

Practical implications

Online marketers can use the antecedents identified in this study to develop and encourage positive online shopping attitude in small town India.

Originality/value

This research paper is the first one that investigated online shopping attitudes of Indian Tier 2 consumers. Importantly, it validated the determinants of online shopping attitude among Tier 2 consumers. National and international e-tailers aiming to develop and expand their operations to India now have the critical empirical verification concerned with the determinants of online shopping attitude and behaviour in India which would be meaningful to develop a sound marketing strategy.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 33 no. 6
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 15 March 2011

Anupriya Kaur and Y. Medury

The primary purpose of this paper is to investigate empirically the impact of the internet on teenage childrens' roles in purchase decisions.

5581

Abstract

Purpose

The primary purpose of this paper is to investigate empirically the impact of the internet on teenage childrens' roles in purchase decisions.

Design/methodology/approach

Based on a survey administered to 346 parent‐child dyads, regression analysis and ANOVA analysis were employed to analyze the impact of the internet on teenagers' influence on several purchase subdecisions related with purchase of high technology products and vacation planning in urban Indian households.

Findings

Results indicate that teenage children in urban Indian households are significantly influenced by the internet, i.e. they perceive and disseminate consumption related information from the internet and, further, this influence is positively related to their role in family purchase decisions. Additionally, statistically significant differences were found on children's participation in decision making across the six subdecisions.

Originality/value

These results are important to academicians, researchers and practitioners because they show that the internet does act as a contemporary influence on consumer socialization of children and impacts the teenage child's participation in family which has been relatively unexplored.

Details

Young Consumers, vol. 12 no. 1
Type: Research Article
ISSN: 1747-3616

Keywords

Article
Publication date: 13 June 2016

Anupriya Kaur, Abhilasha Chauhan and Yajulu Medury

– The purpose of this paper is to evaluate tourist destinations’ image based on the attributes obtained from the extant literature using correspondence analysis.

2959

Abstract

Purpose

The purpose of this paper is to evaluate tourist destinations’ image based on the attributes obtained from the extant literature using correspondence analysis.

Design/methodology/approach

This study is aimed at measuring and illustrating destination image of tourism destinations perceived by domestic tourists. Five tourism destinations – Ooty, Shimla, Manali, Mussoorie and Mount Abu were selected as the subject of the study. Based on a representative sample of 800 respondents from the surveys across destinations, correspondence analysis was employed to illustrate an attribute based comparative analysis of the destination image of the tourist destinations.

Findings

Findings reveal that the attribute natural attraction was positively perceived by respondents across all destinations and the attribute infrastructure emerged as an area in need of dire attention. Further, the most dominant attributes which marked destinations’ positioning were – local cuisine and food outlets, hotels and restaurants, famous handicraft and parking facilities.

Research limitations/implications

The findings of this study need to be integrated with qualitative studies to explore the underlying reasons for the perceived destination image.

Practical implications

These results provide direction to policy makers and practitioners to visualize their destinations’ competitive standing relative to their competitors’ strengths and weaknesses. This tourist-derived intelligence presents an opportunity to take advantage of its current position, or if necessary, optimally reposition itself.

Originality/value

This paper documents research that was the first to systematically capture and comparatively illustrate the destination image of Indian tourist destinations.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 28 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Content available
Article
Publication date: 15 March 2011

Dr Brian Young

393

Abstract

Details

Young Consumers, vol. 12 no. 1
Type: Research Article
ISSN: 1747-3616

Article
Publication date: 7 March 2016

Sapna A. Narula and Anupriya Desore

This paper aims to investigate existing research in green marketing with special reference to consumer behaviour and identify challenges both in practice and research…

5365

Abstract

Purpose

This paper aims to investigate existing research in green marketing with special reference to consumer behaviour and identify challenges both in practice and research, offering valuable insights for both the communities. While reviewing the existing literature in the paper, the authors define the scope of green marketing as a standalone discipline and discuss all aspects of green consumer behaviour and present opportunities for researchers.

Design/methodology/approach

A thorough literature search in leading academic journals related to the scope of this paper was conducted through leading databases. An analysis of literature review comprising 140 relevant articles has been carried out and presented in the paper.

Findings

Green consumer behaviour research is one area which is very well researched but studies are found to be generic in nature. the authors stress that research needs to be advanced in relation to addressing gaps between consumer perceptions and designing green products, identification of green segments, positioning green products and also inclusion of stakeholders in green marketing process. More insights into consumers willingness to pay for green attributes Vis -a Vis conventional attributes need to be worked out.

Originality/value

In spite of plenty of reviews available in green marketing, there is no review which solely covers the consumer behaviour aspects of green marketing. Consumer being the most important stakeholder in green marketing domain deserves special attention from the researchers’ perspective. The review is unique in providing all aspects of green consumer behaviour research.

Details

Social Responsibility Journal, vol. 12 no. 1
Type: Research Article
ISSN: 1747-1117

Keywords

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