Search results

Waiting is associated with pain and stress that leads to frustration. However, consumer narratives may help cope with the stress associated with such waiting. This study aims to understand consumer waiting behaviours within online communities.

Data was gathered following a netnographic approach from a Facebook brand community (FBC) by downloading and archiving the threads related to members’ waiting behaviours. This resulted in 91 pages of data, with 438 individual comments and 179 distinct threads.

The data revealed that members of the sampled FBC exercised waiting behaviour. The authors confirm that waiting for a product is associated with both negative outcomes (frustration, boredom, etc.), but positive ones (create stronger ties with the brand and fellow members, etc.). Members of the FBC exhibited reduced consumer anxiety and stress during the waiting period.

This study found 13 waiting behaviours within the FBC and supports the idea that new value-creating behaviours are noticed within the context of FBCs.

This study focuses on waiting within a goods-based context (waiting to be served has been examined predominantly within the service sector). The study explored the behaviours of consumers who use social media to complain about extended waiting periods to receive the product along with other consumer reactions to these waiting crowds to reduce the emotional pain associated with such delays.

La espera se asocia con el dolor y el estrés, lo que lleva a la frustración. Sin embargo, el relato de otros consumidores puede ayudar a hacer frente al estrés asociado a dicha espera. Este trabajo busca entender el comportamiento de espera de los consumidores dentro de las comunidades online.

Los datos fueron recopilados siguiendo un enfoque netnográfico de una comunidad de marca en Facebook (CMF) mediante la descarga de mensajes; sólo los hilos relacionados con los comportamientos de espera de los miembros fueron descargados y archivados. Esto resultó en 91 páginas de datos con 438 comentarios individuales y 179 hilos distintos.

Los datos revelan que en Facebook se dan comportamientos de espera. Confirmamos que la espera de un producto no sólo está asociada a resultados negativos (frustración, aburrimiento, etc.), sino también a resultados positivos (crear lazos más fuertes con la marca y los compañeros). Además, se comprueba que los miembros de la CMF reducen la ansiedad y el estrés del consumidor durante el período de espera.

Este trabajo encuentra 13 comportamientos de espera dentro de una CMF

Este trabajo se centra en la espera dentro del contexto basado en los bienes (la espera para ser atendido ha sido examinada principalmente dentro del sector de servicios). Además, no sólo nos centramos en los consumidores que utilizan los medios sociales para quejarse de una espera más larga en la recepción del producto, sino también en la reacción de otros consumidores a estas esperas para reducir el dolor emocional asociado a dicho retraso.

Effective handling of negative word of mouth in the social media has dramatic impact on customer retention, deflects potential damage and improves profitability. Although marketers enact various defensive strategies to combat such negative publicity, consumers are increasingly acting on behalf of marketers and new value creating behaviors are noticed within virtual brand communities. The purpose of this paper is to explore the kind of consumers’ defensive behaviors present within Facebook brand communities (FBCs).

A netnographic approach guided the data collection. Data were gathered by downloading messages; only the threads related to member’s defensive behaviors were downloaded and archived. This resulted to 34 pages of data with 418 individual comments and 6,257 words in total.

Data reveals that defensive behavior is practiced within Facebook, noticing that more diverse types of defensive behaviors are practiced in high involved products. Also, defensive behaviors are more prevalent within utilitarian rather than hedonic brands.

This study suggests that marketers should be open to engage and empower consumers to fulfill the role of defending the brand within brand communities first.

This work adds to previous literature on handling complaints in social media by analyzing how devoted consumers may defend the brand against negative remarks done by other consumers in FBCs. This study not only confirms that defensive behaviors are apparent within the eight FBCs considered, but also investigates possible differences between high and low involved brands and also utilitarian and hedonic brands.

At the January meeting of the American Library Association in Washington, DC, IBM equipment and products led the field against Apple and other microcomputer brands. Predictions that the IBM PC would become the de facto standard library computer have clearly been fulfilled. It now appears that more powerful IBM products——such as the AT——and a host of peripherals will shortly become commonplace library equipment.

IN YOUR rather emotional outburst on PLR (NLW 865) you made some serious errors of fact. PLR is not directed solely against public libraries. Section 5.12 of the Working Party Report states:

In an attempt to catch, and hopefully overtake, its competitors Lucas Industries plc has implemented modern production techniques in a major period of reorganisation. The relocation of one business to a greenfield site is discussed. Manufacturing methods adopted include modular layout, kanban/materials requirement planning production control, machine and process control, and statistical process control. Methods of instilling continuous improvement are also discussed illustrating how the competitive edge achieved can be maintained. These include measuring system evaluation, internal quality systems audit, modification control and cost of quality.

This paper deals with total quality management (TQM) with an emphasis on developing suitable strategies for improving quality and productivity in manufacturing systems. In recent years, TQM has been seen as an important strategy for achieving success in business both in terms of quality and productivity. However, there seem to be no clear strategic framework and guide‐lines for implementing TQM in manufacturing in the light of available advanced production concepts and technologies. A review of previous implementation approaches of TQM in practice has been presented in order to gain further insights into the implementation aspects of TQM. The main objective of this paper is to present a general framework for the development of TQM in manufacturing organizations considering the recent developments in production concepts and technologies and competitiveness among firms to utilize quality as a competitive weapon.

THE SALESMAN'S wife who knows that the result of her husband's effective sales will gurantee a holiday in Barbados will make sure that he is out punctually ‘on the road’.

The purpose of this paper is to examine the recent codification of the duties of nominee directors in Malaysia.

Comparative law and legal theory.

The paper finds that the Malaysian approach to the duties of nominee directors is overly prescriptive and inconsistent with commercial reality.

A review of the law on the duties of nominee directors in Malaysia is called for.

This paper highlights the need for clear law reform objectives and made comparisons of the law across jurisdictions.

Editorial This special issue of Industrial Management & Data Systems is a huge departure from our usual journal/ monograph style. This is an additional issue to the year's volume — a bonus in fact.