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Article
Publication date: 11 April 2016

Martina G. Gallarza, Francisco Arteaga-Moreno, Giacomo Del Chiappa and Irene Gil-Saura

Within the abundant and not always unanimous body or research on conceptual and methodological approaches to consumer value in services, there are two areas of relative consensus…

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Abstract

Purpose

Within the abundant and not always unanimous body or research on conceptual and methodological approaches to consumer value in services, there are two areas of relative consensus: the multidimensional nature of value (intra-variable approach) and the existence of causal relations with other constructs (inter-variable approach). This work aims to contribute additional knowledge in both areas, with a joint approach in a structural model tested for hospitality services.

Design/methodology/approach

The study proposes four scales of intrinsic values (entertainment, aesthetics, ethics and spirituality as relaxation), based on Holbrook’s (1999) value typology, and a casual model to be used to measure the relationships between these four values and overall perceived value, satisfaction and loyalty. The model is tested with PLS on a sample of 585 hotel guests on the island of Sardinia (Italy).

Findings

The psychometric properties of all four value scales, created ad hoc, are tested and approved. Results on the causal model show contrasted links on the intra-variable approach, entertainment, aesthetics and spirituality (measured as relaxation), are positive antecedents of perceived value, while the path ethics-overall value is not confirmed. The value–satisfaction–loyalty chain is fully confirmed, with strong linkages.

Research limitations/implications

The authors acknowledge the use of a convenience sample, of mainly leisure tourists.

Practical implications

The implications for managers are derived on the need of considering extra drivers (intrinsic and therefore fully experiential) of satisfaction and loyalty.

Originality/value

Research on value has been qualified as not univocal and controversial. This study adds knowledge on the use of four less common value types (intrinsic ones) and sheds light on their nature as antecedents of the well-known value–satisfaction–loyalty chain.

Details

Journal of Services Marketing, vol. 30 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 31 January 2020

Raquel Sánchez-Fernández, Martina G. Gallarza and Francisco Arteaga

The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and in their…

Abstract

Purpose

The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and in their influence on satisfaction and loyalty. The paper focuses on intrinsic dimensions of value (play, aesthetics, ethics and escapism), which are fully experiential, and therefore less studied in the literature.

Design/methodology/approach

The conceptual model proposed was empirically tested in tourist hotel accommodations. Data were collected through a structured questionnaire, analyzing the experiences of 285 hotel guests with structural equation modeling-partial least squares.

Findings

The results reveal that the reactive dimensions of value (aesthetics and escapism) influence the active ones (play and ethics), which in turn affect consumers’ satisfaction and loyalty.

Research limitations/implications

This paper is exploratory and focuses on the intrinsic dimensions of value. Future research should consider the entire extrinsic/intrinsic value duality. This paper is based on a convenience sample consisting solely of hotel accommodation. Further studies based on a random sample and on other hospitality contexts would be required to generalize the results.

Practical implications

This paper can help hotel managers to understand the role and importance of each intrinsic dimension of value to successfully implement their relationship marketing strategies, defined by the chain value-satisfaction-loyalty.

Originality/value

This paper depicts the dynamic nature of value, with concatenated (and not simultaneous) effects of value dimensions on satisfaction and loyalty, which supports research in value co-creation.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 22 June 2012

Juha Munnukka and Pentti Järvi

This study aims to explore: first, the formation of the customer value of high‐tech consumer products through application of intrinsic and extrinsic cues of product quality; and…

2837

Abstract

Purpose

This study aims to explore: first, the formation of the customer value of high‐tech consumer products through application of intrinsic and extrinsic cues of product quality; and second, the effect of the mental price category of the product on the construction of customer value.

Design/methodology/approach

The study was conducted in the Finnish consumer market in 2008. In total, 453 completed interview forms were collected through the structured interview method. The factor model was constructed through explorative factor analysis and hypothesis testing was conducted through linear multiple‐regression analysis.

Findings

The high‐tech product's price category was found to have a significant effect on the construction of the customer value. The mental price category in which consumers located the product was found to dictate how the perceived value was constructed through the intrinsic and extrinsic dimensions of product quality. The customer value of high‐tech consumer products was composed of visual appeal, excellence, and price satisfaction. Intrinsic cues of product quality were emphasised.

Originality/value

The study provides new insights into how the formation of customer value is dictated by the mental price category perceived by consumers. Also, new information on how intrinsic and extrinsic cues of product quality affect the customer value of high‐tech consumer products was provided.

Details

Journal of Consumer Marketing, vol. 29 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 1 April 1993

Chiranjeev S. Kohli and Lance Leuthesser

Product positioning is a crucial component of competitive marketingstrategy. Perceptual mapping techniques are frequently used to aidmanagers in making product positioning…

5808

Abstract

Product positioning is a crucial component of competitive marketing strategy. Perceptual mapping techniques are frequently used to aid managers in making product positioning decisions. Presents an overview of perceptual mapping, explains the conceptual foundation, and compares three widely used techniques – factor analysis, discriminant analysis, and multidimensional scaling. Highlights differences in these analytical techniques, with implications for marketing managers.

Details

Journal of Product & Brand Management, vol. 2 no. 4
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 2 January 2007

Bih‐Shiaw Jaw, Ya‐Hui Ling, Christina Yu‐Ping Wang and Wen‐Ching Chang

The purpose of this article is to investigate the detailed relationships between Chinese cultural values (Confucian dynamism, individualism, masculinity, and power distance) and…

10490

Abstract

Purpose

The purpose of this article is to investigate the detailed relationships between Chinese cultural values (Confucian dynamism, individualism, masculinity, and power distance) and work values (self‐enhancement, contribution to society, rewards and stability, openness to change, and power and status) in an integrated model. Further attempts are also made to explain the above relationship in terms of different cultural exposure experiences.

Design/methodology/approach

The sample was collected from China (selected from after‐work classes for Chinese businessmen in China) and Australia (overseas Chinese living or working in Sydney) by questionnaires. Altogether, 185 respondents took part in the study. SEM was used to test the relationship between Chinese cultural values and work values, and difference analysis was employed to test the impact of respondents' Western cultural exposure experiences.

Findings

Interesting results are found concerning Chinese employees' cross‐cultural work values. The study not only confirms the impact of cultural values on work values, but also brings some new thoughts on Hoftstede's belief that instead of high masculinity and individualism, Confucian dynamism is the main cultural value to foster self‐enhancement and most work value of Chinese employees.

Research limitations/implications

Because China is a complex country, the limited Chinese sample should not be taken as representative. The current study did not differentiate respondents' demographic differences. Hence some demographic variables may have produced some of the intergroup differences reported in this study.

Practical implications

The findings provide useful input for managers who are seeking to develop effective working relationships with Chinese counterparts.

Originality/value

This paper enriches existing Chinese values studies and serves as a starting point for future research concerning the detailed relationship between Chinese cultural values and work values.

Details

Personnel Review, vol. 36 no. 1
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 1 June 1988

Jan Mattsson

Based on Hartman's value theory (axiology), the article outlines and tests a forced rank order method to measure the company value pattern perceived by its employees. Pattern…

Abstract

Based on Hartman's value theory (axiology), the article outlines and tests a forced rank order method to measure the company value pattern perceived by its employees. Pattern characteristics of the ranking orders include: presented mean as a measure of over‐ or under‐valuation; precision as an estimation of agreement on position; and consistency as the degree of reliability in valuing. Using two separate 18‐item scales, one for the “present” and one for the “desired” state of the company, respondents were asked to rank order according to their “ideal” company. Results showed a very good resemblance to the reference order used and only a few items were subject to modification.

Details

European Journal of Marketing, vol. 22 no. 6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 9 January 2018

Ibrahim Alnawas and Jane Hemsley-Brown

The purpose of this paper is twofold: first, to examine the differential effect of two cognitive (i.e. product experience, outcome focussed) and two emotional experiences (i.e…

2527

Abstract

Purpose

The purpose of this paper is twofold: first, to examine the differential effect of two cognitive (i.e. product experience, outcome focussed) and two emotional experiences (i.e. surprise and immersion) on customers’ cognitive outcomes (i.e. satisfaction, trust and value), and customers’ emotional outcomes (i.e. passion, connection and affection); and second, to test the differential effect of customers’ cognitive and emotional outcomes on switching resistance loyalty (SRL).

Design/methodology/approach

Survey data were collected from 843 respondents using an online panel in the UK. Structural equation modelling was employed to analyse the data (AMOS 18.0).

Findings

First, cognitive experiences had a more significant effect on customers’ cognitive outcomes compared to their effect on customers’ emotional outcomes. Second, emotional experiences had a more significant effect on customers’ emotional outcomes compared to their effect on customers’ cognitive outcomes. Third, the impact of customers’ emotional outcomes on SRL was not significantly higher compared to that of customers’ cognitive outcomes. Fourth, the indirect effect of cognitive experiences on SRL was significantly higher, compared to that of emotional experiences.

Originality/value

The key contribution of this research stems from examining the differential effect of cognitive and emotional experiences on different consumers’ cognitive and emotional outcomes, thus providing deeper insights into the nature of the relationship between such variables.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 13 January 2020

Luisa Helena Pinto, Carlos Cabral-Cardoso and William B. Werther Jr.

Under the framework of the achievement goal and expectancy-value theories, this study aims to examine which motivational goals lead people to self-initiate an international…

Abstract

Purpose

Under the framework of the achievement goal and expectancy-value theories, this study aims to examine which motivational goals lead people to self-initiate an international assignment and predict subjective assignment achievements.

Design/methodology/approach

Data was collected from a convenience sample of 141 self-initiated expatriates (SIEs) from multiple locations. The first set of analyses tested the hypothesis that demographics and expectancies of competence in living and working abroad discriminate the individuals who initiate an international assignment for learning goals from the ones who value performance goals. The second set of analyses tested the hypothesis that individual expectancies and goals predict specific subjective assignment achievements and overall success.

Findings

The results show that SIEs who had greater confidence in their ability to live and work abroad were also more likely to move to pursuit performance goals. They also reported greater host adjustment and superior professional accomplishments, but not higher family achievements or success.

Originality/value

In contrast to the dominant descriptive approach to the study of SIEs, this study underpins the adequacy and potential of a motivational approach in predicting SIEs’ behaviors and outcomes. The theoretical and managerial implications for international business and cross-cultural management are further discussed.

Article
Publication date: 11 April 2022

Alessandro Silva de Oliveira, Gustavo Quiroga Souki, Dirceu da Silva, Daniel Carvalho de Rezende and Georgiana Luna Batinga

Companies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees…

901

Abstract

Purpose

Companies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform.

Design/methodology/approach

The research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis.

Findings

The customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions.

Originality/value

This article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.

Details

Asia-Pacific Journal of Business Administration, vol. 15 no. 2
Type: Research Article
ISSN: 1757-4323

Keywords

Article
Publication date: 30 March 2023

Jing Li, Xin Xu and Eric W.T. Ngai

This study clarifies the integration-related effects of photos and text on consumer information processing and decision-making outcomes.

Abstract

Purpose

This study clarifies the integration-related effects of photos and text on consumer information processing and decision-making outcomes.

Design/methodology/approach

The authors conducted an experiment by recruiting 162 workers from Amazon Mechanical Turk. These participants were randomly assigned based on a full factorial, between-subject design with four possible conditions (2 [separate vs alternate layout] × 2 [photo-first vs text-first sequence]). The authors conducted a two-way analysis of variance to test the main effects and the interaction effects of layout and sequence on perceived diagnosticity, pleasantness feelings and attitudes toward products or services reviewed through electronic word-of-mouth (e-WOM); the authors also applied Process Models 4 and 8 to explore the mechanism of these effects.

Findings

The experimental results reveal that text-first sequence is generally more effective than photo-first sequence in enhancing perceived diagnosticity and attitudes toward products or services. However, when a photo is displayed first, a separate layout is more effective than an alternate layout in enhancing perceived diagnosticity and attitudes. By contrast, regardless of the sequence, an alternate layout is more effective than a separate layout in inducing pleasantness feeling.

Research limitations/implications

Future studies should further explore photo-based e-WOM, including other photo characteristics (e.g. visual quality, quantity and content).

Practical implications

This study provides guidelines for businesses to use photos on social media to achieve strategic goals.

Originality/value

This study addresses an identified need; that is, how the presentation of photo cues (e.g. layout and sequence) influences consumer decisions.

1 – 10 of over 22000