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The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

Review of books recently published on the topics of the brand concept and consumer behaviour. The review directly refers to the value of the books for marketing students. Highlights three US texts that have been specifically adapted to the Australian market. Asserts that the most extensively discussed brand‐related topic is brand loyalty, but the quality of the discussion varies across the texts. Criticises certain practices, such as the tendency to use terms “brand” and “product” interchangeably and the oversimplication of the brand concept.

The aim of this paper is to examine the perceptions of Australian product placement decision makers and to compare them to those of their US counterparts, as reported by Karrh, McKee and Pardun.

The paper is a differentiated replication of a US‐based study. Data were gathered by an online survey from product placement decision makers.

The findings reveal that many Australian practitioner attitudes and beliefs are more similar to those held by US practitioners in 1995 than in 2003. Similar to their US counterparts, Australian practitioners are disinclined to implement academic research findings into their decision making.

The data are limited in terms of the sample size and type (non‐probabilistic), the restrictions imposed through the conditions set by the replicated study, namely the non‐reporting of standard deviations resulting in the need to use pooled standard deviation to enable comparisons.

This paper should be of interest to academic researchers and practitioners as it reports on practitioners' views and use of academic research and factors they use in making strategic placement decisions.

The Australian context is original. However, the value of the paper lies in the replication approach. A key issue in marketing research is the lack of replications and accurate comparison points; both are necessary if practitioners are to be confident when applying knowledge produced through academic research.

This paper aims to examine factors that influence repeat visits to non‐transactional web sites. Drawing on repurchase and continuance research, this study identifies four focal constructs: site commitment, satisfaction, social influences, and medium involvement, and clarifies the mediator versus moderator role of site commitment.

Actual visitors to five B2B and B2C non‐transactional web sites provide data participated in an online survey. The tests use the combined sample and then verify results for the individual sites. The test for mediation relies on structural path analysis; the test for moderation uses moderated regression analysis.

The four focal constructs influence web site revisitation, though in most settings, only site commitment has a direct effect. Findings support the mediator role of site commitment, though some sites exhibit only partial mediation. Results are consistent across B2C and B2B contexts. The relative impact of social influences and medium involvement is less certain, and their impact varies across individual sites.

Because this study uses non‐probability sampling to gather respondents, they may not represent all types of visitors to the sites. The non‐transactional sites are primarily information sites, which restricts the findings. Research that considers other types of non‐transactional sites, such as entertainment or global sites, could offer further insights, especially with regard to the impact of cultural differences.

This research clarifies the role of site commitment by testing for mediation and moderation within the one study.

Consumer resistance has been a popular research area in the previous decades, and concepts such as boycotting, brand avoidance, voluntary simplicity and anti-consumption appeared to be hot topics in exploring the ways the consumers resist market dominance in the postmodern culture. However, research on this topic in the Turkish (and partly Eastern) context is very limited, inhibiting our understanding of the topic in different economic and cultural settings. Through a comprehensive discussion that provides institutional-, structural- and community-level perspectives relating to consumer resistance phenomena in Turkey, a developing country with historical and cultural roots in both the East and the West, the chapter intends to equip scholars and practitioners with a better insight to conceptualise this phenomenon as well as to formulate further studies and marketing strategies.

Research suggests that innovation plays a key role in creating a competitive edge and business survival in highly competitive industries like retail. Despite the importance of innovation in retail establishments, very limited efforts have been made so far to study how innovation influences consumer behavior in retail establishments. This paper aims to identify the impact of relationship benefits (i.e. confidence, social and special treatment benefits) on consumer’s loyalty with the retail store and examine the moderating effect of retailer innovation in these relationships.

To conduct this study, a sample comprised of 400 consumers of four retail sectors (i.e. household, electronics, textile and food) was chosen. The data were analyzed through partial least squares structural equation modeling (PLS-SEM) technique.

The findings of this research suggest a significant positive influence of confidence and special treatment benefits on consumer loyalty and that retail innovation moderates the link between relationship benefits and consumer loyalty.

This research contributes to the existing literature in the domain of retail customer loyalty by empirically testing the under-studied phenomenon of retail innovation with the help of contingency theory.

This paper aims to explore consumer experiences of spiritual value and investigates whether it is distinct from ethical value within a large and growing private sector health-care setting. Understanding consumers’ experiences of spiritual value versus ethical value has important implications for corporate social responsibility as increasingly, consumers want their spiritual needs met.

The research adopts an exploratory case study approach using in-depth interviews with 16 consumers who use complementary and alternative medicine health-care services. Drawing on consumer value frameworks, a thematic analysis identified dimensions of spiritual and ethical values co-created during their consumption experiences.

From a consumer’s perspective, spiritual value is distinct from ethical value. The key finding is that participants talked about spiritual value predominantly in reactive terms (apprehending, appreciating, admiring or responding), whereas ethical value was referred to as active (taking action).

This paper enhances the understanding of spiritual value and provides evidence that people want their spiritual needs met in a private health-care context. Furthermore, this study provides insights into the consumption experience of spiritual value that can be considered, with further research, in other health-care and service contexts.

This paper offers a new view on corporate social responsibility by taking a consumer’s perspective, and identifying that consumer experiences of spiritual value are important and distinct from ethical value.