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Open Access
Article
Publication date: 7 June 2021

Marta Frasquet, Marco Ieva and Cristina Ziliani

This paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a service…

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Abstract

Purpose

This paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a service failure followed by a service recovery failure (double deviation).

Design/methodology/approach

An online survey involving a scenario manipulation was conducted with 577 apparel shoppers. The study employs multi-group latent class analysis to estimate latent customer segments within both online and offline groups of shoppers and compare latent classes between the two groups.

Findings

The results show that the purchase channel has a lock-in effect on the complaint channel, which is stronger for offline buyers. Moreover, there is evidence of channel synergy effects in the case of having to complain twice: shoppers who complain in store in the first attempt turn to online channels in the second complaint attempt, and vice versa. Complaint goals shape the choice of complaint channels and define different shopper segments.

Originality/value

The present study is the first to adopt a cross-stage approach that analyses the dependencies between the purchase channel and the complaint channel used on two subsequent occasions: the first complaint after a service failure and the second following a service recovery failure.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Open Access
Article
Publication date: 3 February 2023

Anna Kristina Edenbrandt and Carl-Johan Lagerkvist

The purpose of this study is to explore how consumers apply clean-eating criteria to a range of food characteristics, and the extent to which individuals are consistent in how…

Abstract

Purpose

The purpose of this study is to explore how consumers apply clean-eating criteria to a range of food characteristics, and the extent to which individuals are consistent in how they apply clean-eating criteria across products. Further, this study investigates how the clean-eating approach relates to underlying food choice motives.

Design/methodology/approach

Data were collected in a consumer survey (n = 666) in Sweden, where participants were prompted about the importance of a set of intrinsic food attributes of the “free-from” and “added” types, for three different food product types (bread, processed meat, ready meals). Data were analyzed using latent class cluster analysis, to explore segments of consumers that place similar importance to the food characteristics and hold similar food choice motives.

Findings

Clean eating can be described by two distinctly different attainment strategies: avoiding undesirable characteristics or by simultaneously approaching desirable characteristics. Notably, individuals who apply clean-eating criteria in their food choices strive for healthy, natural and environmentally friendly food, but the clean-by-approach strategy implies a stronger focus on personal health in the form of weight control.

Originality/value

While claims and labels on food packages concerning clean eating are implemented by food manufacturers, it remains unregulated. This study provides information for future regulations on how consumers apply clean-eating criteria, and their motives thereof. Further, the results provide insights food manufacturers regarding motives for clean eating in different consumer segments.

Details

British Food Journal, vol. 125 no. 13
Type: Research Article
ISSN: 0007-070X

Keywords

Content available
Article
Publication date: 22 June 2021

Rajeev Batra, Dongmei Li and Chi-Yue Chiu

This paper aims to identify distinct consumption patterns among Asian consumers and examine how these relate to cultural antecedents and key human values.

Abstract

Purpose

This paper aims to identify distinct consumption patterns among Asian consumers and examine how these relate to cultural antecedents and key human values.

Design/methodology/approach

This study uses a large, representative sample of almost 7,000 Asian consumers in 10 culturally varying markets, using latent profile analysis (LPA) to identify the consumption profiles.

Findings

The findings empirically demonstrate that the two profiles are “inner-directed nationalistic frugals” (IDNF) and “outer-directed self-eekers” (ODSS). IDNF consumers spend more time and money on education and prefer ethnocentric consumption. ODSS consumers emphasize individuality, self-expression, seeking novelty and impressing others. Consumers with more collective values in Schwartz's typology tend to demonstrate the IDNF pattern; those with more individualistic values demonstrate the ODSS pattern. The distribution of IDNF and ODSS profiles is influenced by demographics, religion and geographical region: IDNF is greater than ODSS in Southeast Asia; ODSS is greater than IDNF in East Asia; IDNF is roughly equal to ODSS in Northeast Asia. IDNF tends to be found among older and more religious consumers, while ODSS is the opposite. Importantly, in the more religious Southeast Asian countries, even younger consumers are more IDNF than ODSS.

Research limitations/implications

This research uses an exploratory and discovery-oriented approach; future research can use more confirmatory approaches to systematically examine the relationship between cultural dimensions (e.g. individualism-collectivism) and consumption patterns.

Practical implications

For their brands to grow in Asian markets, marketing practitioners are advised to use multiple brands to segment Asian consumers based on their values, demographics, geographical location and what religious/faith traditions they follow.

Originality/value

This is the first paper to identify consumption profiles in Asian markets using LPA without prior conceptual biases and relate them to cultural values and demographic variables.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 34 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Open Access
Article
Publication date: 2 June 2023

Solveig Cornér, Lotta Tikkanen, Henrika Anttila and Kirsi Pyhältö

This study aims to advance the understanding on individual variations in PhD candidates’ personal interest in their doctorate and supervisory and research community support, and…

Abstract

Purpose

This study aims to advance the understanding on individual variations in PhD candidates’ personal interest in their doctorate and supervisory and research community support, and several individual and structural attributes potentially having an impact on the profiles.

Design/methodology/approach

The authors explored the interrelationship between personal interest – social support profiles, and nationality, gender, research group and study status and the risk of dropping out. A total of 768 PhD candidates from a research-intensive university in Finland responded to a modified version of the cross-cultural doctoral experience survey. Latent profile analysis was used to explore the individual variations in PhD candidates’ interest and support from the supervisor and research community.

Findings

Three distinctive PhD interest-social support profiles were detected; the high interest–high support profile (74.4%, n = 570), the high interest–moderate support profile (18.2%, n = 140) and the moderate interest–moderate support profile (7.4%, n = 56). The profiles exhibited high to moderate levels of research, development and instrumental interest. Individuals in the high interest–moderate support and in the moderate interest–moderate support profiles were more prone to consider dropping out from their PhD than in the high interest–high support profile.

Originality/value

The results indicate that by cultivating PhD candidates’ interest and providing sufficient supervisory and the research community offers a means for preventing candidates from discontinuing their doctorate. Hence, building a supportive learning environment that cultivates a PhD candidate’s personal interest is likely to reduce high dropout rates among the candidates.

Details

Studies in Graduate and Postdoctoral Education, vol. 15 no. 1
Type: Research Article
ISSN: 2398-4686

Keywords

Content available
Article
Publication date: 8 June 2012

Matthew Upton

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Abstract

Details

European Journal of Training and Development, vol. 36 no. 5
Type: Research Article
ISSN: 2046-9012

Open Access
Article
Publication date: 30 October 2019

Matthew Hanchard, Peter Merrington, Bridgette Wessels and Simeon Yates

This paper focuses on patterns of film consumption within cultural consumption more broadly to assess trends in consumerism such as eclectic consumption, individualised…

Abstract

This paper focuses on patterns of film consumption within cultural consumption more broadly to assess trends in consumerism such as eclectic consumption, individualised consumption and omnivorous/univorous consumption and whether economic background and status feature in shaping cultural consumption. We focus on film because it is widely consumed, online and offline, and has many genres that vary in terms of perceived artistic and entertainment value. In broad terms, film is differentiated between mainstream commercially driven film such as Hollywood blockbusters, middlebrow “feel good” movies and independent arthouse and foreign language film. Our empirical statistical analysis shows that film consumers watch a wide range of genres. However, films deemed to hold artistic value such as arthouse and foreign language feature as part of broad and wide-ranging pattern of consumption of film that attracts its own dedicated consumers. Though we found that social and economic factors remain predictors of cultural consumption the overall picture is more complex than a simple direct correspondence and perceptions of other cultural forms also play a role. Those likely to consume arthouse and foreign language film consume other film genres and other cultural forms genres and those who “prefer” arthouse and foreign language film have slightly more constrained socio-economic characteristics. Overall, we find that economic and cultural factors such income, education, and wider consumption of culture are significant in patterns of film consumption.

Details

Emerald Open Research, vol. 1 no. 1
Type: Research Article
ISSN: 2631-3952

Keywords

Content available
Article
Publication date: 12 July 2022

Danat Valizade, Hugh Cook, Christopher Forde and Robert MacKenzie

This paper examines the extent of bargaining concessions in recession through investigating the effects of union bargaining on pay, job security and workforce composition.

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Abstract

Purpose

This paper examines the extent of bargaining concessions in recession through investigating the effects of union bargaining on pay, job security and workforce composition.

Design/methodology/approach

Drawing on an original survey (n = 400) of workplace level trade union bargaining units in England, the authors employed latent class analysis to establish three groups of bargaining units on the basis of pay outcomes achieved. Linear regression analysis with moderation effects investigated whether pay rises at or above inflation in conjunction with shifts in bargaining priorities was associated with decreases in perceived job security and changes in the composition of the workforce.

Findings

Around a quarter of sampled units, concentrated mostly in decentralised bargaining units in the private sector, achieved pay rises at or above the inflation rate during an economic downturn. Pay rises at or above inflation in workplaces severely affected by recession triggered changes in bargaining priorities requiring some concessions, notably in terms of employees' job security. That said, across the sample, achieving pay rises was associated with improved perception of job security and lesser use of contingent labour.

Originality/value

The findings uncover a subset of bargaining units able to secure positive outcomes for workers against a hostile economic tide, whilst demonstrating that concession bargaining is not inevitable but rather contingent on the micro-environments in which union bargaining takes place.

Details

Employee Relations: The International Journal, vol. 44 no. 6
Type: Research Article
ISSN: 0142-5455

Keywords

Open Access
Article
Publication date: 5 December 2023

Manuel J. Sánchez-Franco and Sierra Rey-Tienda

This research proposes to organise and distil this massive amount of data, making it easier to understand. Using data mining, machine learning techniques and visual approaches…

Abstract

Purpose

This research proposes to organise and distil this massive amount of data, making it easier to understand. Using data mining, machine learning techniques and visual approaches, researchers and managers can extract valuable insights (on guests' preferences) and convert them into strategic thinking based on exploration and predictive analysis. Consequently, this research aims to assist hotel managers in making informed decisions, thus improving the overall guest experience and increasing competitiveness.

Design/methodology/approach

This research employs natural language processing techniques, data visualisation proposals and machine learning methodologies to analyse unstructured guest service experience content. In particular, this research (1) applies data mining to evaluate the role and significance of critical terms and semantic structures in hotel assessments; (2) identifies salient tokens to depict guests' narratives based on term frequency and the information quantity they convey; and (3) tackles the challenge of managing extensive document repositories through automated identification of latent topics in reviews by using machine learning methods for semantic grouping and pattern visualisation.

Findings

This study’s findings (1) aim to identify critical features and topics that guests highlight during their hotel stays, (2) visually explore the relationships between these features and differences among diverse types of travellers through online hotel reviews and (3) determine predictive power. Their implications are crucial for the hospitality domain, as they provide real-time insights into guests' perceptions and business performance and are essential for making informed decisions and staying competitive.

Originality/value

This research seeks to minimise the cognitive processing costs of the enormous amount of content published by the user through a better organisation of hotel service reviews and their visualisation. Likewise, this research aims to propose a methodology and method available to tourism organisations to obtain truly useable knowledge in the design of the hotel offer and its value propositions.

Details

Management Decision, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0025-1747

Keywords

Open Access
Article
Publication date: 9 December 2019

Xudong Lu, Shipeng Wang, Fengjian Kang, Shijun Liu, Hui Li, Xiangzhen Xu and Lizhen Cui

The purpose of this paper is to detect abnormal data of complex and sophisticated industrial equipment with sensors quickly and accurately. Due to the rapid development of the…

Abstract

Purpose

The purpose of this paper is to detect abnormal data of complex and sophisticated industrial equipment with sensors quickly and accurately. Due to the rapid development of the Internet of Things, more and more equipment is equipped with sensors, especially more complex and sophisticated industrial equipment is installed with a large number of sensors. A large amount of monitoring data is quickly collected to monitor the operation of the equipment. How to detect abnormal data quickly and accurately has become a challenge.

Design/methodology/approach

In this paper, the authors propose an approach called Multiple Group Correlation-based Anomaly Detection (MGCAD), which can detect equipment anomaly quickly and accurately. The single-point anomaly degree of equipment and the correlation of each kind of data sequence are modeled by using multi-group correlation probability model (a probability distribution model which is helpful to the anomaly detection of equipment), and the anomaly detection of equipment is realized.

Findings

The simulation data set experiments based on real data show that MGCAD has better performance than existing methods in processing multiple monitoring data sequences.

Originality/value

The MGCAD method can detect abnormal data quickly and accurately, promote the intelligent level of smart articles and ultimately help to project the real world into cyber space in CrowdIntell Network.

Details

International Journal of Crowd Science, vol. 3 no. 3
Type: Research Article
ISSN: 2398-7294

Keywords

Open Access
Article
Publication date: 17 October 2019

Petros Maravelakis

The purpose this paper is to review some of the statistical methods used in the field of social sciences.

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Abstract

Purpose

The purpose this paper is to review some of the statistical methods used in the field of social sciences.

Design/methodology/approach

A review of some of the statistical methodologies used in areas like survey methodology, official statistics, sociology, psychology, political science, criminology, public policy, marketing research, demography, education and economics.

Findings

Several areas are presented such as parametric modeling, nonparametric modeling and multivariate methods. Focus is also given to time series modeling, analysis of categorical data and sampling issues and other useful techniques for the analysis of data in the social sciences. Indicative references are given for all the above methods along with some insights for the application of these techniques.

Originality/value

This paper reviews some statistical methods that are used in social sciences and the authors draw the attention of researchers on less popular methods. The purpose is not to give technical details and also not to refer to all the existing techniques or to all the possible areas of statistics. The focus is mainly on the applied aspect of the techniques and the authors give insights about techniques that can be used to answer problems in the abovementioned areas of research.

Details

Journal of Humanities and Applied Social Sciences, vol. 1 no. 2
Type: Research Article
ISSN:

Keywords

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