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1 – 10 of over 4000
Article
Publication date: 19 July 2022

Mehrgan Malekpour, Morteza Yazdani and Hamidreza Rezvani

This research aims to investigate intrinsic and extrinsic product attributes as well as the relationship between these features and customer satisfaction by confirming the…

Abstract

Purpose

This research aims to investigate intrinsic and extrinsic product attributes as well as the relationship between these features and customer satisfaction by confirming the moderating role of competitive intensity.

Design/methodology/approach

The study is conceptual and exploratory in nature, drawing on current literature and real-time experience with conceptual framework development. The information was gathered by the face-to-face survey conducted with a sample of products, specialists and customers of the Iranian food industry. A total of 19 Kalleh products and 17 industry experts were selected to identify intrinsic and extrinsic product attributes as well as competition intensity for every product. For investigating the relationship between product attributes and customer satisfaction, 342 customers' viewpoints were received and analyzed.

Findings

The results show that the nature of competition moderates the effects of interaction between product attributes and customer satisfaction. The major findings of this research include (1) when competitive intensity is low, appropriate focus on intrinsic attributes can create better customer satisfaction; (2) When a competitive level is low, better focus on appropriate external attributes can lead to customer satisfaction; and (3) When competitive intensity is high, offering proper external attributes would lead to customer satisfaction if intrinsic attributes are already offered with high quality; (4) When competitive intensity is high and a firm is focusing more on intrinsic attributes, the lack of proper intrinsic attributes can negatively affect repurchase intentions.

Originality/value

The findings of this study can be used as a reference for food companies developing new products in various competitive environments and making the decision whether to focus on intrinsic or extrinsic attributes.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 20 November 2007

Joel Espejel, Carmina Fandos and Carlos Flavián

The purpose of this paper is to analyze the perceived quality of two traditional food products with protected designation of origin (PDO). Specifically, we study the…

8079

Abstract

Purpose

The purpose of this paper is to analyze the perceived quality of two traditional food products with protected designation of origin (PDO). Specifically, we study the influence of perceived quality of intrinsic attributes (e.g. colour, flavour, smell, appearance) and extrinsic attributes (e.g. brand, denomination of origin, and image of traditional product) on consumer satisfaction, loyalty and purchasing intention.

Design/methodology/approach

Data were obtained using a structured questionnaire to consumers of both food products. After the fieldwork, a screening process was performed to obtain 223 (olive oil) and 251 (air‐cured ham) valid questionnaires. Structural equations model was applied to relate the perceived extrinsic and intrinsic quality with satisfaction, loyalty and purchasing intention.

Findings

In relation to the influence of intrinsic and extrinsic quality attributes we have found. First, for the new PDO of olive oil, the results reveal the existence of a significant influence of intrinsic perceived quality on satisfaction and loyalty. Nevertheless, no evidence has been found to support the link of extrinsic attributes on satisfaction and loyalty. Second, for the consolidated PDO of air‐cured ham our results show that the influence of intrinsic perceived quality on satisfaction and loyalty are not significant. In contrast, the influence of extrinsic perceived quality is significant in this case.

Practical implications

The results of this paper suggest the need to promote and increase the consumer knowledge of brands protected under the PDO and specially the PDO itself.

Originality/value

This paper analyzes the quality concept, adopting a double dimensional perspective (intrinsic and extrinsic attributes).

Details

Managing Service Quality: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 April 2000

James R. Northen

This paper develops a conceptual framework, based on quality attributes and quality cues, to demonstrate the necessary requirements for effective communication of quality…

4178

Abstract

This paper develops a conceptual framework, based on quality attributes and quality cues, to demonstrate the necessary requirements for effective communication of quality cues to customers in the supply chain and consumers at place of purchase. The “perceived quality” approach to product quality is adopted and the links between intrinsic/extrinsic cues and experience/credence attributes of a product are developed. The framework is applied to the UK meat sector by considering which attributes/cues are altered by farm assurance schemes and, hence, which type of cue is needed to signal these attributes, and what elements are necessary for effective signalling of this type of cue. It is shown that the necessary requirements for effective communication of each type of cue (intrinsic and extrinsic) vary considerably. Farm assurance schemes are shown to affect credence attributes; hence extrinsic cues must be used to signal these standards. It is concluded that the credibility of scheme standards and inspections to those standards is of crucial importance for the assurance scheme extrinsic cue (certificate/label) to be effective in predicting these credence attributes.

Details

British Food Journal, vol. 102 no. 3
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 18 May 2021

Jiseon Ahn and Joaquim Dias Soeiro

Although the characterisation of intrinsic and extrinsic attribution is pervasive and important, this concept is yet to be explored in the corporate social responsibility…

Abstract

Purpose

Although the characterisation of intrinsic and extrinsic attribution is pervasive and important, this concept is yet to be explored in the corporate social responsibility (CSR) context. Thus, this study aims to study these CSR attributes and examine its influences on hotel customers’ behaviour.

Design/methodology/approach

This study explores and attempts to distinguish the varying roles of intrinsic and extrinsic CSR attributes. Framed in context of CSR in the hotel industry, the characteristics of CSR practices (e.g. sympathy or rewarding) are hypothesised to lead customers’ motivation to engage in a specific behaviour based on the attribution theory.

Findings

The target population of 150 hotel customers was surveyed, and the results exhibited that the intrinsic and extrinsic attributes of hotel CSR activities increased customers’ purchase intention by improving their level of perceived authenticity. The impact of intrinsic motivation on brand authenticity was found to have a greater influence compared to extrinsic motivation. When customers perceive the authenticity of hotel brands, there is a tendency to exert a positive behavioural intention. However, it was identified that for the hotel industry, only extrinsic motivation had a direct influence on customers’ positive behavioural intention.

Research limitations/implications

The varying roles of the intrinsic and extrinsic attributes of CSR and its impact on customers’ brand authenticity and behavioural intention were identified. Hence, this study conceptually contributes to the existing CSR literature by determining and incorporating the variables that measure the intrinsic and extrinsic attributes of hotel CSR activities.

Originality/value

This study contributes advancements to the hospitality and tourism industry, by expanding the literature to include the identification of significant CSR attributes and strategies that are beneficial, and can be used by companies for their development.

Details

Social Responsibility Journal, vol. 18 no. 3
Type: Research Article
ISSN: 1747-1117

Keywords

Article
Publication date: 12 February 2018

James Joseph Taylor, Mark Bing, Dennis Reynolds, Kristl Davison and Tanya Ruetzler

Wine sales are at the highest volumes ever and warrant a robust understanding of consumption behavior. Consequently, this study aims to examine intrinsic motivational…

1591

Abstract

Purpose

Wine sales are at the highest volumes ever and warrant a robust understanding of consumption behavior. Consequently, this study aims to examine intrinsic motivational factors (e.g. personal attributes) – those that push the consumer toward wine productsand the extrinsic motivational product attributes (e.g. situational attributes) those that draw – or pull – the consumer toward wine products.

Design/methodology/approach

A model has been tested in which intrinsic and extrinsic motivations interacted to predict personal involvement (PI) with wine, which in turn predicted wine consumption, forming a mediated moderation model.

Findings

Support has been found for a mediated moderation model of wine consumption. Thus, this study improves the understanding of how interactive motivations are mediated by PI in their influence on wine consumption.

Research limitations/implications

The sample is limited to participants in the National Restaurant Show, and thus the results may be limited to the sample investigated.

Practical implications

The findings suggest using intrinsic and extrinsic motivational factors and PI with wine to influence marketing strategies.

Social implications

This study has helped to expand the understanding of interactive and mediating forces that drive wine consumption.

Originality/value

Although previous research proposed that motivational factors interact to predict wine consumption, this interaction has not been tested empirically prior to the current study. Therefore, this study adds new insights into wine consumption by demonstrating that intrinsic and extrinsic motivators interact to predict PI with wine, which subsequently predicts wine consumption in a holistic, mediated moderation model.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 August 2006

Carmina Fandos and Carlos Flavián

To examine the influence of the perceived quality of a protected designation of origin (PDO) product on consumer loyalty and buying intentions.

10111

Abstract

Purpose

To examine the influence of the perceived quality of a protected designation of origin (PDO) product on consumer loyalty and buying intentions.

Design/methodology/approach

The study examines the relationships between intrinsic and extrinsic quality attributes, loyalty and buying intention. Information was obtained from an initial qualitative approach based on a group dynamic to allow the development of scales to quantify the different concepts. Personal interviews were then conducted with 251 consumers based on a structured questionnaire.

Findings

The study reveals the existence of a positive and significant relationship between the extrinsic attributes of a traditional food product and loyalty expressed by consumers. It also shows that the perceived quality associated with the intrinsic attributes of the product has a positive and significant influence on buying intentions.

Practical implications

The PDO should seek to foster the perceived quality of intrinsic attributes in order to enhance consumer buying intentions, which may be viewed as the pragmatic side of consumer behaviour, an expression of the behavioural side of their attitude, and a reflection of their actions and short‐term behaviour. It should also foster the perceived quality of extrinsic attributes so as to achieve greater loyalty which, in turn, will be expressed as an increase in repeat purchases. This loyalty may be considered from an attitudinal standpoint involving feelings and affects towards a product or brand, and is related with ideal images held by consumers about their own actions.

Originality/value

This paper shows that positive attitudes, feelings and affects towards symbolic factors are fundamental components of attitudinal loyalty. These aspects reflect the consumer ideal, because such attitudes are based on positive feelings and affects towards symbolic factors. This loyalty, in turn, constitutes the ideal behaviour with which the consumer identifies, although it is not necessarily his/her actual behaviour.

Details

British Food Journal, vol. 108 no. 8
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 12 June 2017

Wei Wei, Edwin N. Torres and Nan Hua

The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s…

2863

Abstract

Purpose

The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience.

Design/methodology/approach

Questionnaires were administered to 220 hotel and restaurant customers. The researchers tested the hypotheses by using descriptive analysis, confirmatory factor analysis and path analysis.

Findings

Both extrinsic and intrinsic attributes of SSTs influence consumers’ satisfaction with SST usage significantly, while the extrinsic attributes play a stronger role. It is worth noting that while the intrinsic attributes have a significant impact on consumers’ transcendent service experience, the extrinsic attributes negatively influence such experience.

Practical implications

The findings help managers create effective strategies to better match consumers’ needs and to deliver more customized self-service experience. The role of SSTs can be expanded beyond functional attributes to satisfy consumers’ curiosity, foster customer–customer interactions and personalize consumer experience.

Originality/value

Although most SSTs research focus on technology adoption intention, features, functionality and benefits to the service provider, this research is among the first attempts to examine the role of SSTs in creating better consumer experience. The bidimensional conceptualization of SSTs experience developed in this research suggests that SSTs in the hotel and restaurant sector should be utilized for reasons beyond their utilitarian attributes: SSTs should be designed to help create a transcendent service experience.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 August 2009

Joel Espejel and Carmina Fandos

The purpose of this paper is to analyse the influence of the perceived wine quality across intrinsic and extrinsic attributes on satisfaction, loyalty and buying intention…

1746

Abstract

Purpose

The purpose of this paper is to analyse the influence of the perceived wine quality across intrinsic and extrinsic attributes on satisfaction, loyalty and buying intention of Spanish protected designations of origin (PDO) wine consumers.

Design/methodology/approach

Information is obtained from an initial qualitative approach through a dynamic group that allows us to develop the scales on which to quantify the different concepts. After this process a personal questionnaire is completed. With this aim the structural equation model (SEM) methodology is applied. However, as a previous measure, scales are depurated (analysis of reliability, dimensionality and validity) in order to guarantee an appropriate concept measurement.

Findings

The results obtained in the hypothesis contrast of the model reveal the existence of a positive influence of the intrinsic perceived quality attributes (colour, smell and flavour) on consumers' satisfaction. On the other hand, it is not possible to find enough evidence to support the influence of extrinsic perceived quality attributes (price, brand and region of origin) on consumers' satisfaction and loyalty. A possible explanation of these findings could be the small degree of consumers' involvement before the wide variety of PDO wines on the market. Quite probably, this aspect could influence their satisfaction and loyalty towards these kinds of products.

Practical implications

Managers must design marketing strategies to emphasise the intrinsic properties of the agro‐food products by means of their extrinsic attributes. In fact, quality stamps, PDO properties and other possible differentiating quality aspects must be highlighted on the labels. All these aspects could allow the product to improve its image and consolidate product links in consumer minds. Through this process it would be possible to achieve a better perceived quality and higher consumer satisfaction, loyalty and buying intention.

Originality/value

This paper analyses the particularities of a traditional agro‐food product protected under a PDO and how these particularities influence on satisfaction, loyalty and buying intention. The literature analysing the interrelation between satisfaction, loyalty and buying intention concepts is very scarce in the PDO wine context.

Details

International Journal of Wine Business Research, vol. 21 no. 3
Type: Research Article
ISSN: 1751-1062

Keywords

Article
Publication date: 3 July 2017

Melika Husic-Mehmedovic, Maja Arslanagic-Kalajdzic, Selma Kadic-Maglajlic and Zlatan Vajnberger

The purpose of this paper is to disentangle the effect of life equilibrium on organic food purchase intentions through a consideration of the evaluation of intrinsic and

1115

Abstract

Purpose

The purpose of this paper is to disentangle the effect of life equilibrium on organic food purchase intentions through a consideration of the evaluation of intrinsic and extrinsic food quality attributes. Furthermore, the study examines the role of health consciousness in achieving life equilibrium.

Design/methodology/approach

The conceptual framework was developed based on previous research and tested through a quantitative study with end consumers. The hypothesized relationships were tested using structural equation modelling.

Findings

The results obtained from this study show that the perceived quality associated with the intrinsic attributes of organic food mediates a positive influence of life equilibrium on consumers’ organic food purchase intentions. The study also confirms that life equilibrium mediates the effects of health consciousness on the evaluation of intrinsic and extrinsic food quality attributes.

Research limitations/implications

The theoretical contributions of the paper lie in uncovering the complex relationships that exist among health consciousness, life equilibrium, perceived organic food quality dimensions and purchase intentions and providing new evidence showing which perceived intrinsic organic food quality dimensions are relevant in shaping consumers’ purchase intentions.

Practical implications

The research results suggest that organic food managers should focus on developing stronger value propositions that are based more on intrinsic food quality characteristics and less on extrinsic ones.

Originality/value

This study recognizes the relevance of life equilibrium as a specific consumer lifestyle form, which drives organic food consumption through extrinsic and intrinsic food quality attributes.

Article
Publication date: 27 September 2011

José Luis Méndez, Javier Oubiña and Natalia Rubio

This paper aims to analyze the relative importance of brand‐packaging, price and taste in the formation of brand preference for manufacturer and store brands in food…

7366

Abstract

Purpose

This paper aims to analyze the relative importance of brand‐packaging, price and taste in the formation of brand preference for manufacturer and store brands in food product categories.

Design/methodology/approach

The authors first perform a blind taste test of the product using three brands (two manufacturer brands and one store brand) in two categories with differentiated characteristics (cola drinks and olives stuffed with anchovies). They then use conjoint analysis to analyze the influence of the intrinsic cue (taste) and the extrinsic cues (price and brand‐packaging) on consumers' preference for manufacturer and store brands. Finally, after telling the consumers which taste belongs to each brand, the authors study the influence of the extrinsic cues on the consumers' quality evaluations of the real stimuli.

Findings

The results show that not knowing the brand to which the taste tested belongs, leads consumers in general to order their preferences fundamentally by taste. However, the results differ by product category and consumer segment analyzed. Consumers who evaluate the taste of store brands as better change their preferences more when they know which brand belongs to which taste. Further, the change in preference when consumers know the brand‐taste correspondence is clearly greater in the most differentiated category.

Research limitations/implications

The main limitations of this research derive from the factors conditioning the information. A greater number of categories and attributes would enrich the information. In addition, it would be useful to analyze more than one store brand.

Practical implications

The results obtained have interesting implications for manufacturers and retailers concerning management of the brands in their product portfolio and management of their relationships in the distribution channel.

Originality/value

The main contribution of this paper lies in the work methodology used. The paper offers a comprehensive analysis of how the relative importance of brand‐packaging, price and taste affect brand preference for manufacturer and store brands. The study also contributes evidence on how the consumer's knowledge of the correspondence between brand and taste can change his or her brand preferences, an issue of great interest for manufacturers and distributors in managing their product portfolios.

Details

British Food Journal, vol. 113 no. 10
Type: Research Article
ISSN: 0007-070X

Keywords

1 – 10 of over 4000