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Article
Publication date: 12 October 2012

Jennie A. Abrahamson and Victoria L. Rubin

In this paper the authors seek to compare lay (consumer) and professional (physician) discourse structures in answers to diabetes‐related questions in a public consumer health…

1053

Abstract

Purpose

In this paper the authors seek to compare lay (consumer) and professional (physician) discourse structures in answers to diabetes‐related questions in a public consumer health information website.

Design/methodology/approach

Ten consumer and ten physician question threads were aligned. They generated 26 consumer and ten physician answers, constituting a total dataset of 717 discourse units (in sentences or sentence fragments). The authors depart from previous LIS health information behaviour research by utilizing a computational linguistics‐based theoretical framework of rhetorical structure theory, which enables research at the pragmatics level of linguistics in terms of the goals and effects of human communication.

Findings

The authors reveal differences in discourse organization by identifying prevalent rhetorical relations in each type of discourse. Consumer answers included predominately (66 per cent) presentational rhetorical structure relations, those intended to motivate or otherwise help a user do something (e.g. motivation, concession, and enablement). Physician answers included mainly subject matter relations (64 per cent), intended to inform, or simply transfer information to a user (e.g. elaboration, condition, and interpretation).

Research limitations/implications

The findings suggest different communicative goals expressed in lay and professional health information sharing. Consumers appear to be more motivating, or activating, and more polite (linguistically) than physicians in how they share information with consumers online in similar topics in diabetes management. The authors consider whether one source of information encourages adherence to healthy behaviour more effectively than another.

Originality/value

Analysing discourse structure – using rhetorical structure theory – is a novel and promising approach in information behaviour research, and one that traverses the lexico‐semantic level of linguistic analysis towards pragmatics of language use.

Article
Publication date: 1 January 1978

The Equal Pay Act 1970 (which came into operation on 29 December 1975) provides for an “equality clause” to be written into all contracts of employment. S.1(2) (a) of the 1970 Act…

1438

Abstract

The Equal Pay Act 1970 (which came into operation on 29 December 1975) provides for an “equality clause” to be written into all contracts of employment. S.1(2) (a) of the 1970 Act (which has been amended by the Sex Discrimination Act 1975) provides:

Details

Managerial Law, vol. 21 no. 1
Type: Research Article
ISSN: 0309-0558

Article
Publication date: 10 May 2019

Billy Sung and Jennifer Yih

The purpose of this paper is to examine the predictive power of anger and its associated appraisal dimensions of consumer responses to two different public relations incidents.

Abstract

Purpose

The purpose of this paper is to examine the predictive power of anger and its associated appraisal dimensions of consumer responses to two different public relations incidents.

Design/methodology/approach

A natural quasi-experiment was conducted within a month after the public relations incidents. Participants randomly viewed one of the two videos relating to the incidents. Path analysis was used to examine the direct and indirect effects of anger, acceptability appraisal, motivational incongruence appraisal, relevance appraisal and other accountability appraisal on consumers’ intention to harm the brand and future purchase intention.

Findings

Appraisals of acceptability, motivational incongruence and relevance, but not other accountability, have both direct and indirect effects on anger and its motivational tendency. Acceptability appraisal directly increases consumers’ intention to harm, whereas relevance appraisal directly increases their intention to harm and reduces future purchase intention. The degree to which these appraisal structure and anger occur account for the level of negative consumer responses toward the two public relations incidents.

Practical implications

The current findings empirically replicate the diverse consumer responses toward two public relations incidents and use anger and its appraisal structure to account for the negative responses. This provides researchers and practitioners a framework to explain and manage consumers’ reaction toward different public relations incidents.

Originality/value

The current findings not only support the motivational role of anger and its accompanying appraisals in public relations incidents, but also demonstrate their predictive power in the given contexts.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

Book part
Publication date: 26 November 2020

Mark Badham

This chapter adds to emerging research exploring the construct of joy by drawing attention to the value of more loving stakeholder relationships. Relationship management research…

Abstract

This chapter adds to emerging research exploring the construct of joy by drawing attention to the value of more loving stakeholder relationships. Relationship management research has focussed attention on the antecedents, outcomes and quality of an organization's relationships with various publics and stakeholders and has examined strategies that can nurture these relationships. However, not much of this research has addressed intimacy and passion in these relationships.

Accordingly, this chapter draws on the theory of brand love developed in relationship marketing research and the theory of love from psychological research to build a theoretical framework of organization–stakeholder love (OSL) that can be applied to organizational relationships with publics and stakeholders. An OSL framework switches emphasis from how organizations can attract stakeholder affection (e.g., love) towards organizations to how organizations can and should love their stakeholders. The proposition put forward in this chapter is that OSL can and should become a driving force behind organizations' interactions with stakeholders, thus contributing to ethical public relations practices.

OSL is important because it has the potential to contribute to addressing public relations' image problems (e.g., relating to terms such as spin and corporate greenwashing); it offers a new love orientation that guides organizations towards a focus on the primacy of stakeholder needs and values, which in turn may shape the way organizations initiate and manage relationships with stakeholders. This chapter concludes with practical ways to implement OSL and a research agenda suggesting ways OSL may open up new research opportunities in public relations.

Open Access
Article
Publication date: 13 October 2017

Eva Hofmann, Barbara Hartl and Elfriede Penz

Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and…

7187

Abstract

Purpose

Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and self-regulating communities), comprising different challenges for business organizations. While in conventional business relations, consumers are protected from undesirable customer behavior by laws, regulations (power) in the context of collaborative consumption are rare, so that trust becomes more relevant. It is the purpose of the study to investigate possible mechanisms to prevent undesirable customers in collaborative consumption.

Design/methodology/approach

In between subject designs, samples of 186 and 328 consumers filled in experimental online questionnaires with vignettes. Analyses were made of differences among car sharing companies, private persons and car sharing communities in terms of the power of providers, trust in providers and trust in other users of the shared goods, undesirable customer behavior and consumer–provider relations.

Findings

Companies, private persons and self-regulating communities differ in terms of perceived power and trust. Participants specifically perceive mainly coercive power with the car sharing company, but with the private person and the community, reason-based trust in other users is perceived as prevalent. Nevertheless, undesirable customer behavior varies only marginally over the models.

Originality/value

The present study is the first to investigate measures to prevent undesirable customer behavior over different collaborative consumption models. This enables appropriate identification of market segments and tailoring of services. The study identifies opportunities for companies in contrast to private persons and self-regulating communities and, in doing so, provides important stimulation for marketing strategy and theory development.

Details

Journal of Services Marketing, vol. 31 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Book part
Publication date: 11 August 2014

Janet L. Borgerson

To investigate possibilities for integrating recent interdisciplinary research on materiality with basic issues in consumer culture theory, this chapter discusses understandings…

Abstract

Purpose

To investigate possibilities for integrating recent interdisciplinary research on materiality with basic issues in consumer culture theory, this chapter discusses understandings of materiality-based concerns and concepts in consumer research and maps possibilities for the future.

Methodology/approach

A review focuses on concepts of materiality, agency, and intention that mark a shift to a relational metaphysics in consumption contexts. Drawing from design theory, digital humanities, and philosophy, notions of flickering and witnessing evoke models of relations and interactions between consumers and consumption objects.

Findings

In this chapter, a disciplinary proposition emerges: consumer research is a form of materiality studies wherein the consumer is designated an element of interest in the relationships and interactions that bring forth the world.

Research implications

An awareness of the fundamental role played in consumer research by materiality-related assumptions may inspire concomitant animation and explication of a relational metaphysics, opening opportunities to recognize processes and practices at the core of consumer behavior previously obscured by prevailing interpretations governed by a singularly agentic, autonomous, and effective human subject. Power relations must not be ignored.

Originality/value of chapter

The chapter makes several contributions: organizes and explicates often taken for granted concepts such as materiality, materialism, and agency, connects consumer research to high-level theorizations of materiality, and synthesizes diverse discussions in consumer culture theory with the possibilities of new materialities.

Article
Publication date: 24 March 2021

Leping You and Linda C. Hon

This study developed and tested a consumer relations model to determine linkages among brand identity, reputation and value congruence with positive Word-of- Mouth (WOM…

1658

Abstract

Purpose

This study developed and tested a consumer relations model to determine linkages among brand identity, reputation and value congruence with positive Word-of- Mouth (WOM) intentions.

Design/methodology/approach

An intercept survey was conducted during which 350 participants were asked about their perceptions of the store from where they are most likely to purchase coffee among options including multi-national corporations (MNCs) that have global brand identity and small to medium enterprises (SMEs) with local brand identity.

Findings

Reputation and value congruence were positively related to positive WOM intentions. Unexpectedly, respondents indicated more positive WOM intentions toward SMEs than MNCs.

Research limitations/implications

The findings suggested that value congruence and reputation are positively associated with WOM intentions. Yet, consumers indicated greater WOM intentions toward SMEs than MNCs, which implies that SMEs may be unique and have the ability to create more emotional attachment between businesses and consumers.

Practical implications

To promote consumers' positive WOM intentions, corporate/brand communication practitioners need to build a favorable reputation through effective communication that externalizes organizational values among consumers and includes companies' commitment to the communities in which they operate.

Originality/value

Like SMEs, MNCs should build quality relationships with the local community where they conduct business. Also, based on definitions of values and values congruence in the research literature, an original five-item scale of value congruence was developed and validated to measure the congruence between consumers' personal values and their perceptions of a company's values in the context of consumer relationship management.

Details

Journal of Communication Management, vol. 25 no. 2
Type: Research Article
ISSN: 1363-254X

Keywords

Article
Publication date: 1 March 1998

George G. Panigyrakis and Cleopatra A. Veloutsou

This paper discusses sex‐related differences in Greek and Italian public relations managers comparing individual characteristics, role, level of contact and perceived quality of…

1059

Abstract

This paper discusses sex‐related differences in Greek and Italian public relations managers comparing individual characteristics, role, level of contact and perceived quality of relations with the various interfaces, allocation of their working time, difficulties encountered and solutions proposed. The results generally support the hypothesis that there is no difference between male and female Greek and Italian public relations managers, although the issues of environmental uncertainty and role ambiguity among women in public relations requires additional research.

Details

Women in Management Review, vol. 13 no. 2
Type: Research Article
ISSN: 0964-9425

Keywords

Content available
Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

Article
Publication date: 28 July 2023

Wajeeha Aslam and Syed Tehseen Jawaid

Due to the increased pollution and global warming, the banking sector is also implementing green practices in their operations to improve business ethics. However, there are few…

Abstract

Purpose

Due to the increased pollution and global warming, the banking sector is also implementing green practices in their operations to improve business ethics. However, there are few studies that have looked at how green practices affect performance outcomes. Considering this, the study aims to examine the impact of green banking adoption practices (GRBP) on consumer-related performance outcomes (i.e. consumer green satisfaction, consumer green perceived quality, consumer green trust, environmental friendliness and continuing relations with bank). The study used resource-based view theory and triple bottom line in connecting GBRP and consumer-related performance outcomes.

Design/methodology/approach

The data was gathered via a Likert scale questionnaire from banking personnel and consumers using a non-probability purposive sampling technique. The data of GRBP was collected from the banking employees, whereas the data for consumer-related performance outcomes were gathered from the banking consumers, and “Partial least square-structural equation modeling” (PLS-SEM) was used to examine research hypotheses.

Findings

The results of PLS-SEM reveal that GRBP positively affects consumer green trust, green perceived quality and green satisfaction. However, GRBP does not have any impact on environmental friendliness. The results further reveal that GRBP largely affects consumer green trust followed by green perceived quality and green satisfaction, respectively. Moreover, consumer green perceived quality, green trust and environmental friendliness positively affect the continuing relationship with the bank.

Originality/value

To the best of the authors’ knowledge, this is the first study in the context of green banking, i.e. two-dimensional, as it examines the impact of GRBP on consumer-related performance outcomes and confirms that GRBP enhances consumer-related performance outcomes. The findings of the study provide numerous insights to bank managers, environmentalists and policymakers.

Details

International Journal of Ethics and Systems, vol. 40 no. 3
Type: Research Article
ISSN: 2514-9369

Keywords

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