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Article
Publication date: 12 February 2018

Jamie Carlson, Mohammad Rahman, Ranjit Voola and Natalie De Vries

Social media brand pages have become instrumental in enabling customers to voluntarily participate in providing feedback/ideas for improvement and collaboration with…

Abstract

Purpose

Social media brand pages have become instrumental in enabling customers to voluntarily participate in providing feedback/ideas for improvement and collaboration with others that contribute to the innovation effort of brands. However, research on mechanisms which harness these specific customer engagement behaviours (CEB) in branded social media platforms is limited. Based on the stimulus–organism–response paradigm, this study investigates how specific online-service design characteristics in social media brand pages induce customer-perceived value perceptions, which in turn, stimulate feedback and collaboration intentions with customers.

Design/methodology/approach

Data collected from 654 US consumers of brand pages on Facebook were used to empirically test the proposed framework via structural equation modelling.

Findings

The theoretical framework found support for most hypothesized relationships showing how online-service design characteristics induce an identified set of customer value perceptions that influence customer feedback and collaboration intentions.

Research limitations/implications

The sample is restricted to customer evaluations of brand pages on Facebook in the USA. Practitioners are advised to maximize online-service design characteristics of content quality, brand page interactivity, sociability and customer contact quality as stimulants that induce brand learning value, entitativity value and hedonic value. This then translates to customer feedback and collaboration intentions towards the brand page.

Originality/value

The findings have important implications for the design and optimization of online services in the customer engagement-innovation interface to harness CEBs for innovation performance.

Details

Journal of Services Marketing, vol. 32 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 9 September 2019

Jamie Carlson, Siegfried P. Gudergan, Carsten Gelhard and Mohammad Mahfuzur Rahman

Social media brand platforms have become a popular means for engaged customers to share information and experiences with brands and other customers. However, empirical…

Abstract

Purpose

Social media brand platforms have become a popular means for engaged customers to share information and experiences with brands and other customers. However, empirical research on how customer engagement (CE) relates to customers’ sharing intentions with the brand is limited. This study aims to investigate causal patterns of four CE dimensions – focused attention, absorption, enthusiasm and interaction – together with two cognitive structure properties in stimulating sharing intentions with the brand.

Design/methodology/approach

Using data from 782 Chinese customers of brand pages on the social media platform Weibo, this paper is the first to use both finite mixture partial least squares (FIMIX-PLS) analysis and fuzzy-set qualitative comparative analysis (fsQCA) to empirically assess the impact of CE configurations on sharing intentions.

Findings

The findings imply that not all of the CE dimensions co-occur necessarily and that different configurations of them can produce superior sharing intentions, conditional on the cognitive structure of customers, including their level of brand knowledge and avant-gardism.

Research limitations/implications

Although restricted to customers on Weibo, the results inform practice about how social media technology can facilitate different CE configurations and customer sharing intentions.

Practical implications

The results inform brand managers’ segmentation efforts and CE content marketing initiatives that can induce different CE configurations and customer sharing intentions with customers that possess high avant-gard and brand knowledge characteristics.

Originality/value

This study is the first to substantiate how different CE configurations (as gestalts) affect sharing intentions in social media and to challenge conventional net-effects thinking about CE dimensions. Understanding how such conditional configurations foster sharing via a social media platform is advantageous because it can improve segmentation efforts to strengthen brand relationships.

Details

European Journal of Marketing, vol. 53 no. 9
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 12 November 2018

Archana P. Voola, Ranjit Voola, Jessica Wyllie, Jamie Carlson and Srinivas Sridharan

This paper aims to investigate dynamics of food consumption practices among poor families in a developing country to advance the Food Well-being (FWB) in Poverty framework.

Abstract

Purpose

This paper aims to investigate dynamics of food consumption practices among poor families in a developing country to advance the Food Well-being (FWB) in Poverty framework.

Design/methodology/approach

The research design used semi-structured interviews with 25 women and constructivist grounded theory to explore food consumption practices of poor families in rural South India.

Findings

Poor families’ everyday interactions with food reveal the relational production of masculinities and femininities and the power hegemony that fixes men and women into an unequal status quo. Findings provides critical insights into familial arrangements in absolute poverty that are detrimental to the task of achieving FWB.

Research limitations/implications

The explanatory potential of FWB in Poverty framework is limited to a gender (women) and a specific country context (India). Future research can contextualise the framework in other developing countries and different consumer segments.

Practical implications

The FWB in Poverty framework helps identify, challenge and transform cultural norms, social structures and gendered stereotypes that perpetuate power hegemonies in poverty. Policymakers can encourage men and boys to participate in family food work, as well as recognise and remunerate women and girls for their contribution to maintaining familial units.

Originality/value

This paper makes an original contribution to the relevant literature by identifying and addressing the absence of theoretical understanding of families, food consumption and poverty. By contextualising the FWB framework in absolute poverty, the paper generates novel understandings of fluidity and change in poor families and FWB.

Details

European Journal of Marketing, vol. 52 no. 12
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 7 September 2015

Brian Tung and Jamie Carlson

– The purpose of this paper is to examine the drivers of the customers’ cross-buying intentions for retail banking services in Hong Kong.

Abstract

Purpose

The purpose of this paper is to examine the drivers of the customers’ cross-buying intentions for retail banking services in Hong Kong.

Design/methodology/approach

The research model was developed based on literature and tested empirically among 269 customers of retail banks in Hong Kong. Structural equation modelling was used to test the system of relationships.

Findings

The results indicate that the customers’ cross-buying intentions are primarily associated with image conflicts about the provider’s abilities to deliver high quality financial services from different activities and high levels of customer loyalty.

Research limitations/implications

The research is limited to a single country focus of Hong Kong retail banking. The generalizibility of these findings is therefore limited to this context.

Practical implications

The findings of the study have important implications for academicians in understanding what drives cross-buying behaviour as well as retail bank practitioners to help design more effective cross-buying strategies.

Originality/value

The authors show that perceived image conflict and customer loyalty directly influences cross-buying intentions and that cross-buying intentions is not affected by dimensions of relationship quality directly. However, relationship quality dimensions was found to influence customer loyalty and play an important indirect role in unlocking cross-buying intentions.

Details

International Journal of Quality & Reliability Management, vol. 32 no. 8
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 November 2011

Jamie Carlson and Aron O'Cass

The paper aims to examine the role of service branding and web site performances in a multi‐channel retail context by studying consumers who have on‐going relationships…

Abstract

Purpose

The paper aims to examine the role of service branding and web site performances in a multi‐channel retail context by studying consumers who have on‐going relationships with retailers. Focus is placed on understanding perceptions of image congruency of the retail service brand across physical and electronic channels, together with web site performance perceptions influencing web site attitudes. The effects of web site attitudes on behavioural loyalty are also investigated.

Design/methodology/approach

Data were gathered via an online survey from 196 consumers and analysed using structural equation modelling via PLS analysis.

Findings

The findings shed light on the importance of cross‐channel service brand management together with managing critical web site service interface capabilities in the retail environment to engender favourable web site attitudes and customer loyalty outcomes.

Practical implications

Multi‐channel retailers should carefully consider the degree to which consumers perceive the web site and its performance to be congruous with the retailer's brand image which appears to influence how information is subsequently processed and impacts customer loyalty behavior.

Originality/value

The findings are of value to multi‐channel retail practitioners and focus on how consumers with an ongoing relationship with the retailer integrate offline and online brand images in the formation of web site attitudes. In addition, the study examines both cognitive and hedonic elements of web site performance in the research framework.

Details

Journal of Consumer Marketing, vol. 28 no. 7
Type: Research Article
ISSN: 0736-3761

Keywords

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Article
Publication date: 17 May 2011

Jamie Carlson and Aron O'Cass

This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is…

Abstract

Purpose

This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should be viewed by dimensions, as antecedents to a global evaluation of e‐service quality, or as a formative configuration to predict behavioral intentions. The mediating role of customer satisfaction is also to be explored in these frameworks.

Design/methodology/approach

This paper is premised on an empirical study using cross‐sectional data from actual consumers. Data from a survey of 518 online consumers were used to test the research models through the use of a structured equation modeling (SEM) tool.

Findings

The results show support for all three theoretical models, and slightly stronger support for the formative model. Customer satisfaction was also found to play a mediating role on behavioral intentions within these e‐service quality models.

Research limitations/implications

The research is limited to a single e‐retail product category of sport and leisure. The generalizibility of these findings is therefore limited. Further work in other sectors and over longer periods would establish the reliability of the findings. The paper also highlights some limitations in the e‐service quality literature, particularly the emphasis on the use of reflective indicators over formative approaches in the modeling of e‐service quality.

Practical implications

Multiple configurations of e‐service quality exist in the literature, as well as variations on how it is actually measured. The authors provide specific recommendations to improve future research (and practice) involving e‐service quality conceptualization and measurement.

Originality/value

The paper examines three alternate configurations of e‐service quality's antecedents, consequences and mediators. The authors provide a platform for further research to improve the conceptualization and measurement of e‐service quality and its effects.

Details

Managing Service Quality: An International Journal, vol. 21 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 27 April 2010

Jamie Carlson and Aron O'Cass

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site…

Abstract

Purpose

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.

Design/methodology/approach

Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.

Findings

Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.

Research limitations/implications

The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.

Practical implications

The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under‐performing, e‐service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.

Originality/value

The paper proposes and empirically supports the idea that e‐service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content‐driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e‐services, as well as for researchers interested in the issue of managing e‐service quality.

Details

Journal of Services Marketing, vol. 24 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 28 September 2010

Ranjit Voola, Jamie Carlson, Ho Yin Wong and Jeffrey Hou Jiun Li

This paper aims to examine the effects of market orientation and organizational learning on individual e‐business adoption functions and firm performance in the context of…

Abstract

Purpose

This paper aims to examine the effects of market orientation and organizational learning on individual e‐business adoption functions and firm performance in the context of Chinese firms.

Design/methodology/approach

A cross‐sectional design was adopted for the study, whereby a sample of companies was selected from the province of Sichuan, China. The questionnaire was distributed via a personally administered method to senior managers. Partial least squares was used for analysing the data.

Findings

It was found that market orientation affected e‐order‐taking, whereas organizational learning affected e‐communication, e‐procurement and internal administration through e‐business technologies, and firm performance. Whilst market orientation was found only to effect e‐order‐taking and e‐communication was found to have a positive influence on firm performance.

Research limitations/implications

A limitation of the study is the sample size and obtaining the convenience sample from one province in China. A larger size and broader representation of provinces in China will be a direction for future research.

Practical implications

The findings of this study highlight the need for creating an internal organizational culture, which facilitates the adoption of e‐business technologies. Specifically, they should develop capabilities such as organizational learning and market orientation prior to the adoption of e‐business technologies.

Originality/value

The contribution of the study is that the findings provide insight into e‐business adoption in China from a resource‐based perspective.

Details

Journal of Technology Management in China, vol. 5 no. 3
Type: Research Article
ISSN: 1746-8779

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Article
Publication date: 6 April 2010

Aron O'Cass and Jamie Carlson

This paper seeks to contribute to the internet marketing literature by examining the impact of flow on consumers' satisfaction, aroused feelings, website loyalty and…

Abstract

Purpose

This paper seeks to contribute to the internet marketing literature by examining the impact of flow on consumers' satisfaction, aroused feelings, website loyalty and word‐of‐mouth behaviours.

Design/methodology/approach

A self‐administered online questionnaire was used for data collection through a market research firm which randomly selected individuals of its online panel. Participants were asked to recall a recent encounter with their preferred professional sport website and refer to that website regarding their answers. Data were gathered from 400 consumers from a variety of professional sporting teams. The variables under investigation in the study were measured using established scales from the marketing literature and adapted to the context of the study.

Findings

The results indicate that a compelling online experience related to sporting team websites as represented by flow experiences appears to be a driver of positive aroused feelings, higher satisfaction levels, as well as website loyalty and positive word‐of‐mouth of sport consumers.

Research limitations/implications

The sample of the study is restricted to consumer evaluations from a specific website‐service context being the professional sport sector. The empirical relationships between flow, aroused feelings, consumer satisfaction, website loyalty and word of mouth reported in the study are tentative in the sense that they are based on cross‐sectional data.

Practical implications

The study provides important implications for flow theory development and implications for internet marketing strategy, especially for professional sporting teams.

Originality/value

The paper adds to the literature by investigating the relationship between flow and consequent outcomes of encounters and experiences of sporting team websites. Little research has addressed flow, and its effect on aroused feelings, consumer satisfaction and website‐related loyalty intentions, especially in the domain of professional sport websites.

Details

Internet Research, vol. 20 no. 2
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 7 September 2012

Aron O'Cass and Jamie Carlson

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service…

Abstract

Purpose

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth.

Design/methodology/approach

Data from an online survey of consumers across two studies were obtained.

Findings

The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty.

Research limitations/implications

Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed.

Practical implications

E‐service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality.

Originality/value

The findings are of value to e‐service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e‐service researchers and practitioners, which could result in richer e‐service quality measures leading to improved marketing decision making and web site quality management.

Details

Journal of Services Marketing, vol. 26 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

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