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1 – 10 of 16
Article
Publication date: 16 April 2020

Kevin E. Voss, Alex R. Zablah, Yu-Shan (Sandy) Huang and Goutam Chakraborty

This study aims to determine the extent to which the use of coordinating conjunctions enhances or impairs definitional clarity.

Abstract

Purpose

This study aims to determine the extent to which the use of coordinating conjunctions enhances or impairs definitional clarity.

Design/methodology/approach

In two studies, a sample of 736 construct definitions from the Journal of Marketing, Journal of Marketing Research and Journal of Consumer Research over a 30-year period was judged for ambiguity and vagueness by both academic and lay judges.

Findings

The authors demonstrate that constructing definitions using both “and” and “or” increases the ambiguity and vagueness of the construct’s meaning. The most frequently used conjunction is “and” which appeared in 42 per cent of the definitions. A significant percentage (26 per cent) contain the conjunction “or.”

Research limitations/implications

A framework for understanding alternative interpretations of “and” or “or” is developed. Five recommendations are proposed for evaluating the use of “and” and “or” in construct definitions. Theorists in all academic fields should not use both “and” and “or” in the same construct definition.

Practical implications

A five-step process is proposed for evaluating the use of “and” and “or” in construct definitions. Theorists should not use both “and” and “or” in the same construct definition.

Originality/value

This is the first exploration of how specific wording patterns used in construct definitions in academic research affect the clarity of the definition.

Details

European Journal of Marketing, vol. 54 no. 5
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 6 February 2007

Goutam Chakraborty, Prashant Srivastava and Fred Marshall

The aim of this study is to identify the drivers that influence customer satisfaction in a business‐to‐business context.

3813

Abstract

Purpose

The aim of this study is to identify the drivers that influence customer satisfaction in a business‐to‐business context.

Design/methodology/approach

A survey‐based field study was conducted in which 1,068 business customers of a manufacturer of hydraulic and pneumatic equipment participated. Buyers/users reported their perceptions about and satisfaction with a supplier's product‐related services.

Findings

Three drivers of customer satisfaction, reliability, product‐related information, and commercial aspects, were identified. The importance of the last two drivers differed depending on the buyer's/user's primary functional area. For respondents from purchasing and management, commercial aspects were found to be more important than product‐related information. For participants from engineering, maintenance, and production, product‐related information was found to be more important than commercial aspects. The reliability driver emerged as the most important regardless of the functional association of respondents.

Originality/value

The study results elucidate the differences between drivers of customer satisfaction for the buyers/users from different functional areas of an organization.

Details

Journal of Business & Industrial Marketing, vol. 22 no. 1
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 1 December 1995

Amit K. Ghosh, Goutam Chakraborty and Debra Bunch Ghosh

Points out that since consumers are seldom familiar with all thecompeting brands or the attributes of these brands, brand uncertaintyexists in every market. Presents theoretical…

4014

Abstract

Points out that since consumers are seldom familiar with all the competing brands or the attributes of these brands, brand uncertainty exists in every market. Presents theoretical and empirical evidence from several disciplines to demonstrate that brand uncertainty affects brand attitudes and preferences, and consequently affects brand performance. Demonstrates the importance of actively managing brand uncertainty. Identifies and discusses marketing tools that can be used to reduce brand uncertainty at different stages in the consumer decision process. Discusses how managers can modify these tools to deal with high‐involvement versus low‐involvement products, how these tools should be scheduled for maximum impact, and the amount of control managers have over each tool.

Details

Journal of Product & Brand Management, vol. 4 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 1 November 2001

D. Todd Donavan, John C. Mowen and Goutam Chakraborty

In this research urban legends are viewed as diffusing through the consumer environment as part of a resource exchange process. Using the 3M model to develop categories of…

1110

Abstract

In this research urban legends are viewed as diffusing through the consumer environment as part of a resource exchange process. Using the 3M model to develop categories of analysis, a content analysis of 100 urban legends was conducted. Three categories of variables were coded: the resource types depicted as exchanged in the stories; whether the resources were gained or lost; and whether the resources were gained or lost before or after the ironic twist. Results of this descriptive study supported the research question of a three‐way interaction among the variables. Results are discussed from the perspective of identifying the motivational factors that influence consumers to communicate urban legends, rumors, and product information.

Details

Journal of Consumer Marketing, vol. 18 no. 6
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 1 August 2004

Amit K. Ghosh and Goutam Chakraborty

Managers often use positioning models to understand the perceptual structure of markets and make strategic plans. The objective of this paper is to improve strategic planning by…

7801

Abstract

Managers often use positioning models to understand the perceptual structure of markets and make strategic plans. The objective of this paper is to improve strategic planning by suggesting how positioning models can be used to understand, measure, and manage brand uncertainty. A theoretical framework is developed by unifying the results of studies conducted in several disciplines and this framework is used to document the effects of brand uncertainty on brand perceptions and performance. An experiment that empirically establishes the utility of Multiscale in measuring brand uncertainty is designed and conducted. Its results are favorable. A consideration of the limitations of conventional positioning methods leads to the conclusion that, for marketplaces where brand uncertainty exists, such methods provide erroneous and incomplete information. Ways are suggested in which the information provided by Multiscale can be used to improve the breadth and quality of marketing plans.

Details

Journal of Product & Brand Management, vol. 13 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 12 June 2009

Jane W. Licata and Goutam Chakraborty

The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the…

2726

Abstract

Purpose

The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the people providing the service, and commitment to the institution. An additional goal is to determine whether this pattern of influence is affected by the age or depth of the service relationship.

Design/methodology/approach

A survey of customers was analyzed to test a model using MANOVAs on the overall sample, and sub‐samples created based on age and depth of a financial service relationship.

Findings

Overall, all three drivers exhibited differential influence on the three dimensions of loyalty. The behavioral response dimension was influenced by all three drivers. The commitment to people dimension was influenced by stake and satisfaction. The commitment to the institution dimension was influenced by value of switching and satisfaction. Age of the service relationship and depth of the service relationship affected the pattern of influence.

Practical implications

Satisfaction is the key driver to develop true loyalty. This is important because true loyalty appears to emerge at a certain point in the relationship and/or with a certain amount of accounts held with a financial institution. It is therefore essential to determine that point in time or accounts held and keep one's best customers past that point in time (and number of accounts).

Originality/value

This is the first study to determine the influence and pattern of effect of Value of Switching and Stake on the dimensions of true loyalty.

Details

International Journal of Bank Marketing, vol. 27 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 2 March 2010

Anthony Allred, E.K. Valentin and Goutam Chakraborty

This study intends to examine effects of price ending and level on preference for a provider of a risky service, LASIK eye surgery, which poses notable health and financial risk…

1531

Abstract

Purpose

This study intends to examine effects of price ending and level on preference for a provider of a risky service, LASIK eye surgery, which poses notable health and financial risk. Additionally, the study aims to explore quality concerns thought to intervene between price cues and preference.

Design/methodology/approach

Price was manipulated by showing each of three groups an advertisement offering LASIK surgery at one of three prices: US$299, US$300 or US$600. Subjects were asked how likely they were to choose the featured provider if they were to have LASIK surgery; replies were interpreted as indicating the degree to which the featured provider was preferred to all other potential providers. To facilitate exploring the possibility that pricing affects preference via perceived quality, subjects were asked 16 questions about service quality.

Findings

LASIK provider preference ratings were significantly lower at US$299 than at US$300 and, thus, contradicted much prior research into the effects of 9 and 0 price endings. Supplemental analyses implied that, in consonance with prior research, US$299 was seen as much less than US$300. However, cognitive price underestimation attenuated preference because it raised stronger concerns about quality and risk. Exploratory analyses revealed three pertinent quality dimensions: outcome expectations, service process expectations, and customer apprehensions.

Research limitations/implications

Findings are based on a small convenience sample not limited to serious LASIK surgery candidates. The depiction of quality within the risky‐service context was rudimentary and requires refinement.

Practical implications

Purveyors of risky services seem ill‐advised to use prices ending in 9. While 9‐endings tend to stimulate sales of common low‐risk goods, they appear to attenuate sales of risky offerings.

Originality/value

Results shed light on the generalizability of findings from prior psychological pricing research focused on goods and services quite unlike LASIK surgery. They also provide insights into designing more refined inquiries into quality concerns and the effects of pricing on quality concerns, which seem to affect preference.

Details

Journal of Product & Brand Management, vol. 19 no. 1
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 23 May 2008

Jane W. Licata, Goutam Chakraborty and Balaji C. Krishnan

This research seeks to examine how the expectation process and its components evolve over time and purchase experience.

3351

Abstract

Purpose

This research seeks to examine how the expectation process and its components evolve over time and purchase experience.

Design/methodology/approach

A longitudinal study was conducted over the period of one year using a sample of university students who were purchasing an undergraduate education. The sample was surveyed three times over the year. Structural equation analyses and regression were used to test various research hypotheses.

Findings

Key findings include confirming two significantly different levels of expectations: a lower, predictive “will” level and a higher normative “should” level. Expectation antecedents change in their degree of influence on expectations, weakening over time and service purchase experience.

Research limitations/implications

There is a need to extend the results to other service contexts.

Practical implications

The consumer's expectation formation process changes over service purchase experience, thus indicating a need to segment on experience with the service firm.

Originality/value

The application of an expectation formation process to a longitudinal study provides the first partnership of the theoretically‐based model and longitudinal methodology.

Details

Journal of Services Marketing, vol. 22 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 16 March 2015

Vishal Lala and Goutam Chakraborty

This study aims to explore the effect of amount of effort invested by consumers toward the purchase of a product on the amount they will spend on the product. Authors argue that…

3397

Abstract

Purpose

This study aims to explore the effect of amount of effort invested by consumers toward the purchase of a product on the amount they will spend on the product. Authors argue that greater effort on the part of the consumer will lead to an irrational focus on sunk effort causing them to spend more.

Design/methodology/approach

To explore the effect of amount of effort invested by consumers toward the purchase of a product on the amount they will spend on the product. Authors argue that greater effort on the part of the consumer will lead to an irrational focus on sunk effort, causing them to spend more.

Findings

Consumers who invest more effort in buying, spend more on the product in a bid to justify their decision to invest effort in the first place. This effect is stronger in the presence of decisional control.

Originality/value

Much academic research has examined adverse effects of effort spent by consumers and has sought to make things easier for consumers. This research shows that making it harder rather than easier, can make consumers willing to spend more money, particularly when they view themselves in control.

Details

Journal of Consumer Marketing, vol. 32 no. 2
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 6 September 2024

Peu Saha and Abhijeet Biswas

The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause…

Abstract

Purpose

The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause huge damage. Online booking platforms provide more freedom, privacy and contact with experienced travelers than physical hotel booking. The study identifies the factors shaping travelers' online hotel booking intention (OHBI).

Design/methodology/approach

We utilized structural equation modeling (SEM) to expand the horizons of the technology acceptance model (TAM) and stimulus-organism-response (SOR) framework in the hospitality sector. The results are based on the data collected from 705 travelers who made online hotel reservations.

Findings

The findings demonstrate that online reviews, hotel website quality and hotel website convenience quotient favorably shape prospective tourists' perceived trust, magnifying their inclination to book a hotel online. Website convenience quotient and trust partially mediate the association between the constructs. In addition, the linkage between perceived trust and OHBI is strengthened by promotional offers but weakened by perceived risk.

Research limitations/implications

Our findings provide several important implications for hotel managers, prospective travelers, hotel owners, website developers, policymakers, hotel employees, the local community and competitors to expedite the growth of the Indian hotel industry.

Originality/value

The literature reveals that website convenience quotient, perceived trust and promotional offers have not received enough attention in the hospitality industry and warrant attention. Our study strives to broaden the scope of the TAM and SOR models to better understand these constructs in the backdrop of the Indian hospitality sector. The study also examines how promotional offers and perceived risk influence the linkages between the underlying constructs.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

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