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Article
Publication date: 27 May 2014

Ching-Jui Keng, Van-Dat Tran, Tze-Hsien Liao, Chao-Ju Yao and Maxwell K. Hsu

The purpose of this paper is to explore the impact of the sequential combination of consumer experiences on product knowledge and brand attitude. Additionally, the…

Abstract

Purpose

The purpose of this paper is to explore the impact of the sequential combination of consumer experiences on product knowledge and brand attitude. Additionally, the moderating role of desire for unique consumer products (DUCP) was also discussed.

Design/methodology/approach

Four types of sequential combinations of consumer experiences were designed: exposure to escapist virtual experience preceding direct experience (VEescapist→DE), exposure to education virtual experience preceding direct experience (VEeducation→DE), exposure to escapist virtual experience preceding indirect experience (VEescapist→IDE), and exposure to education virtual experience preceding indirect experience (VEeducation→IDE). A total of 302 undergraduate college students in Taiwan participated in this study.

Findings

The results revealed that DUCP moderated the sequential combination of consumer experiences on product knowledge. For the high level of DUCP, there are significant differences among the effects of the sequential combination of consumer experiences on product knowledge. Specifically, it was found that VEescapist→IDE produces the highest product knowledge while VEeducation→DE produces the lowest product knowledge. Regarding the low level of DUCP, there are not significant differences among the effects of sequential combination of consumer experiences on product knowledge.

Originality/value

This study extended the studies of Daugherty et al. (2008), Pine and Gilmore (1999), and Keng et al. (2012) to further explore the effects of the sequential combination of experiences.

Details

Internet Research, vol. 24 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 23 November 2020

Nisreen Ameen, Ali Tarhini, Mahmood Shah and Nnamdi O. Madichie

The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this…

Abstract

Purpose

The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this study aims to propose a theoretical model that captures customers’ omnichannel experiences in smart shopping malls in terms of personal interaction, physical environment and virtual environment encounters. It examines the mediating role of flow experience on the relationship between the three types of encounters and customers’ intention to revisit smart shopping malls.

Design/methodology/approach

The study draws on four key theories: the service encounter model, trust-commitment theory, flow theory and experiential value theory. A total of 553 completed questionnaires were collected from customers (millennials) in the United Kingdom (UK). The data was analysed using partial least squares-structural equation modelling.

Findings

The findings show that physical environment encounters and personal interaction encounters play a significant role in customers’ omnichannel experiences in smart malls. Also, of significance are the following aspects of virtual environment encounters: interface design, personalisation, trust, privacy, consumer–peer interaction and relationship commitment. The findings highlight the significant mediating role of flow on the relationships between these three types of encounters and intention, and the effect of flow on omnichannel service usage in smart shopping malls.

Originality/value

The research contributes to the existing literature by proposing a conceptual model: the smart shopping mall omnichannel customer experience (SSMCE) model. The findings offer practical guidance to shopping malls and retailers who wish to enhance the customer omnichannel experience.

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Article
Publication date: 1 February 1989

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the article, please cite: Yeong Wee Yong, Kau Ah Keng, Tan Leng Leng, (1989) “A Delphi Forecast for the Singapore Tourism Industry: Future Scenario and Marketing Implications”, International Marketing Review, Vol. 6 Iss: 3.

Details

Asia Pacific International Journal of Marketing, vol. 1 no. 2
Type: Research Article
ISSN: 0954-7517

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Article
Publication date: 1 November 1989

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the article, please cite: Yeong Wee Yong, Kau Ah Keng, Tan Leng Leng, (1989) “A Delphi Forecast for the Singapore Tourism Industry: Future Scenario and Marketing Implications”, International Marketing Review, Vol. 6 Iss: 3.

Details

European Journal of Marketing, vol. 23 no. 11
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 June 2004

Ian Phau and Riana Puspita Sari

This paper investigates the various factors affecting consumer complaint behaviour in Indonesia. The main objective is to determine the various demographic variables and…

Abstract

This paper investigates the various factors affecting consumer complaint behaviour in Indonesia. The main objective is to determine the various demographic variables and to profile complainers and non‐complainers with regard to psychographic variables, attitudes towards businesses in general, product attributes and attribution of blame. It provides a comprehensive comparison with the other studies in the literature which were mainly conducted in Northern America and Europe. The research suggests that complainers in Indonesia had a higher level of income and education. Complainers tended to exhibit greater self‐confidence and individualistic characters. They were more willing to take risk and had a positive attitude toward complaining. Consumers were more likely to complain when the unsatisfactory product was expensive, and used frequently and over a long time. In addition, complainers were more inclined to make a complaint when they blamed sellers and manufacturers for their bad purchase experiences. It was also noted that both complainers and non‐complainers possessed poor attitudes towards businesses in general. Managerial implications are discussed.

Details

Marketing Intelligence & Planning, vol. 22 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

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Abstract

Details

Supporting and Sustaining Well-Being in the Workplace: Insights from a Developing Economy
Type: Book
ISBN: 978-1-83982-692-4

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Article
Publication date: 6 June 2016

Keng-Chieh Yang

In the past few decades, there has been a lot of literature about trust research for business and management. However, few authors have applied co-citation analysis.

Abstract

Purpose

In the past few decades, there has been a lot of literature about trust research for business and management. However, few authors have applied co-citation analysis.

Design/methodology/approach

Trust is one of the most discussed issues in management, as it has proved to have an essential role in business operations. In this study, all citation documents are included in Thomson Reuters ISI Web of Knowledge database from 1992 to 2010.

Findings

By using statistics analysis including factor analysis, cluster analysis and multidimensional scaling, researchers identified four domains, including organizational behaviour, strategic alliance, marketing and social capital. Directions for future research are discussed.

Originality/value

This study is the first to apply co-citation techniques in the fields of trust. Therefore, the major contribution of this study is to provide an intellectual structure and trends within the field of trust from an objective and quantitative perspective.

Details

The Electronic Library, vol. 34 no. 3
Type: Research Article
ISSN: 0264-0473

Keywords

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Article
Publication date: 1 July 2000

John Fernie

Electronic‐retailing is the buzzword of 2000. Every other press release I receive relates to electronic commerce or Internet shopping. Therefore, it seems appropriate to…

Abstract

Electronic‐retailing is the buzzword of 2000. Every other press release I receive relates to electronic commerce or Internet shopping. Therefore, it seems appropriate to focus this summer issue of Retail Insights on the subject. The first article by Rowley discusses the phenomenon of shopping bots, the intelligent agents designed to support comparison shopping across a number of Internet sites. She reviews the functions and evaluates the coverage of different shopping bots. In the second article, Wee and Ramachandra assess the level of cyberbuying activities in China, Hong Kong and Singapore by concentrating on the who, why and what of online retailing.

Details

International Journal of Retail & Distribution Management, vol. 28 no. 7
Type: Research Article
ISSN: 0959-0552

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Case study
Publication date: 1 January 2011

Boon-In Tan, Garry Wei-Han Tan and Keng-Boon Ooi

Management, marketing and branding and strategy.

Abstract

Subject area

Management, marketing and branding and strategy.

Study level/applicability

Undergraduate and postgraduate management courses.

Case overview

This is a real-life case involving a confectionery manufacturer in Malaysia where it has grown over the years. As the market becomes more competitive, more challenges are confronting the company. Although there is still profit to be made, the margin is declining. Hence, the management of King's Biscuits Berhad must embark on the marketing environment scanning to prepare the company for future challenges and to ensure continued existence. As in the case of most strategy cases, little guidance was available for the students to reflect upon.

Expected learning outcomes

With the completion of this case study; student will be able to familiarize with the exercise of marketing environment scanning, determine the branding, product lines and positioning issues, adopt the marketing mix concept into real practice, and have the opportunity to visualize a true business scenario and simulate their minds and thinking towards managing a business.

Supplementary materials

Teaching note.

Details

Emerald Emerging Markets Case Studies, vol. 1 no. 1
Type: Case Study
ISSN: 2045-0621

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Article
Publication date: 1 April 2006

Kelli Bodey and Debra Grace

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy…

Abstract

Purpose

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy, self‐monitoring) and attitude toward complaining.

Design/methodology/approach

This study employed a quantitative methodology. Data were gathered via self‐report survey to a sample of 200 university students.

Findings

The results indicate that attitude toward complaining, perceived control and self‐monitoring were significant discriminating variables between “complainers” and “non‐complainers”. Other variables tested such as self‐efficacy and Machiavellianism were not significant.

Research limitations/implications

The use of a student sample limits the findings beyond this group, however, student samples do tend to be representative of the general buying public. Therefore, it is suggested that the variables studied here should be further examined using a more diverse consumer sample. In addition, the relationship between attitude toward complaining and complaint behavior warrants further investigation, as it appears that this relationship may deviate from the expected attitude‐behavior relationship, particularly where “non‐complainers” are concerned.

Practical implications

While the importance of encouraging customer complaints cannot be overstated, it appears, from the findings of this study, that personality traits and attitudes may, in some cases, prohibit customers from engaging in complaint behavior. Therefore, it is imperative that service firms analyse their service provision and complaint processes so that the likelihood of customers complaining in the event of service failure is maximized. Such strategies may well include feedback surveys or service provider/employee evaluation forms, toll free numbers and customer service calls.

Originality/value

This paper makes a significant contribution to our understanding of complaint behavior through the exploration of consumer characteristics that have not before been examined within this realm.

Details

Journal of Services Marketing, vol. 20 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

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