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This paper aims to examine the effects of purchase environment, product type and need for touch (NFT) on cognitive response, affective response and overall product evaluation in the USA and India.

Two experiments were conducted in two different consumer markets. In Study 1, participants evaluated haptic and non-haptic products and gave responses on cognitive response, affective response and overall product evaluation measures in the US market. In Study 2, the authors replicate Study 1 in a culturally different market of India and extend Study 1 by examining the moderating role of instrumental and autotelic dimensions of NFT on the effect of purchase environment on cognitive and affective responses.

Research findings suggest that cognitive and affective responses are the underlying mechanism between the purchase environment and overall response only for haptic product among Indian consumers. In contrast, affective response is the underlying mechanism explaining this relationship among US consumers. Furthermore, the instrumental dimension of NFT moderates the impact of purchase environment on cognitive but the autotelic NFT moderates the effect of purchase environment on affective response only for the haptic product but not for the non-haptic product.

The study uses a relatively homogenous sample in the Indian market in contrast to the US market.

Results advance the understanding of the importance of haptic information processing in consumer decision-making across different purchase environments, product types and NFT using psychological distance (proximity) as a theoretical underpinning. With non-haptic shopping environments (i.e. online and mobile) growing rapidly, the results have critical implications for development of marketing strategies in Asian and US markets.

Empirical research examining the underlying mechanism by which purchase environment influences overall evaluation for haptic product is scarce. Additionally, understanding of the differential roles of instrumental and autotelic dimensions of NFT on cognitive and affective responses is very limited. This research fills this void and provides an understanding of the specific environment in evaluating haptic and non-haptic products in two distinct markets.

The authors' research examines how negative electronic word-of-mouth (e-WOM) alters focal customers' post-recovery justice perceptions and attitudes to determine their future behavior with the service provider. Specifically, this paper develops and tests a conceptual model to investigate how negative e-WOM alters focal customers' perceptual and attitudinal outcomes after the service recovery experience. It also examines the post-recovery effect of negative e-WOM on focal customers’ willingness to patronize the service after their recovery experience.

To test the hypotheses, two pretests and two experimental studies with created scenarios in the retail context were conducted.

The authors' findings reveal that services are judged during and well beyond failure and recovery occurrences. To maintain a loyal customer base, service managers should develop processes that address service complaints both within and beyond the service consumption stage. The authors also find that despite a favorable recovery, focal customers gravitate toward the failure experience and develop unfavorable attitudes toward the service provider, leading to likely defections.

The authors' research demonstrates the persuasive power of negative e-WOM at the post-service recovery stage, making a unique contribution to the service recovery literature. This research also contributes to the persuasive effect of negative e-WOM, demonstrating message context as a boundary condition of negative e-WOM effects. In general, the authors' work highlights the importance of understanding the psychological processes involved in eliciting the persuasive influence of negative e-WOM in the post-service recovery stage that may lead to the defection of “so-called” successfully recovered customers.

Dietary supplements have been subject to considerable criticism because of their lack of regulation and questionable claims; yet, research indicates that consumers who are more health conscious are more likely to use supplements because the products are associated with preventive health behaviors. This research aims to examine whether consumers’ familiarity with supplement advertising or their level of health consciousness significantly affects their attitudes toward three different types of dietary supplements. It also assesses whether advertising familiarity and health consciousness are related to perceptions of supplement price.

This paper used a point-of-purchase approach and collected data at a nationwide supplement retail store in a major metropolitan area in the southeast, resulting in a final sample of 136 consumers. In addition to the survey items, data were collected on a number of demographic factors, including gender, age, marital status, race and education.

Results suggest that health consciousness is significantly related to attitudes toward different supplement types and perceptions of supplement price, but familiarity with supplement advertising is not related.

The results suggest that health consciousness is a significant predictor of attitudes toward different nutritional supplements and the perceived price of supplements, but familiarity with advertising is not a predictor. Implications for marketers and public policy are provided.

While this research informs public policy, it is especially useful for marketers and advertisers of dietary supplements.

The purpose of this paper is to discuss the need for appropriate green marketing communication strategies to close the gap between consumers’ strong environmental concerns and weak engagement in sustainable behaviors. In doing so, our overarching goal is to provide new direction for creating targeted marketing communication strategies that will more effectively motivate consumer purchasing of green products and services.

The authors use a survey approach to collect data and regression analysis to test our hypotheses.

The findings suggest that demographic variables (gender, ethnicity and age) as well as concern for waste, concern for health and concern for environmental technology influence five different categories of sustainable behaviors.

The results suggest that future studies should consider multiple dimensions of environmental concern because each dimension has a different impact on sustainable behaviors.

The findings contribute to the continued development of a green consumer profile and highlight the need for marketers to carefully select appropriate dimensions of environmental concern to emphasize in their communication strategies. Results also reinforce the need to consider demographics in targeted communications.

This study considers the impact of different dimensions of environmental concern and demographic variables on different types of sustainable behaviors.

The purpose of this paper is to understand the mediating factors affecting the relationship between environmental concerns and sustainable behaviors.

The authors survey 467 respondents and use a structural equation modeling approach to assess environmental involvement and willingness to pay more for green products as mediating variables between a multi-dimensional measure of environmental concern and sustainable behaviors.

The findings suggest that environmental involvement and willingness to pay more for green products mediate the relationship between environmental concern and sustainable behaviors. But of the three dimensions of environmental concern, only concern for energy is statistically significant in the model.

The results empirically validate the multi-dimensionality of the environmental concern construct and its relationship with consumers’ sustainable behaviors. Both involvement and willingness to pay more for an environmentally friendly product play an important role in linking environmental concern to actionable behaviors.

To reach green consumers who are willing to pay more for environmentally friendly products and ultimately engage in sustainable behaviors, marketers should target those consumers who are most concerned with energy and more involved with the environment.

This paper is the first to study the gap between environmental concern and sustainable behaviors by utilizing involvement and willingness to pay more for an environmentally friendly product as mediators. Results provide critical insight into this often elusive gap. The authors also fill an important gap in the literature by including psychological factors driving consumers’ willingness to pay more for green products.

Examines differences in emotional and rational advertising appeal use across experiential and utilitarian services for 11 culturally diverse countries. Pooled across countries, rational appeals were found to be more dominant in utilitarian service advertising, while emotional appeals were used more heavily in experiential service advertising. On a country by country basis, utilitarian service advertisements consistently used a larger number of rational appeals, and experiential service advertisements contained more emotional appeals. Finally, culture appeared to influence the use of appeals more when the appeals were important to the service selling premise. That is, more variation across cultures was observed for emotional appeal use in experiential service advertising, and more variation was observed for rational appeal use in utilitarian service advertising.

The purpose of this paper is to identify how five factors (environmental involvement, environmental concern, financial motivations, social motivations and energy concern motivations) motivate individuals to engage in pro-environmental behaviors (curtailment, capital investment behaviors and food-related behaviors).

A survey approach is used to collect data, and regression analysis is used to answer the research question.

Results show that social motivations are positively associated with all three behaviors such as environmental involvement, Environmental Concern and Energy Concern Motivations are positively associated with some behaviors; and Financial Motivations are not associated with any behaviors examined in this study.

These results highlight the widespread impact of social motivations, the more specific impact of environmental involvement, environmental concern and energy concern motivations, and the lack of impact of financial motivations on these three distinct pro-environmental behaviors.

Given that social motivation is so strong and pervasive across all three categories of pro-environmental behaviors, leadership in encouraging a dialogue/debate around these issues is needed from all stakeholders, including government, industry leaders, think tanks and environmental organizations.

This study incorporates multiple factors that have differing impact on three distinct pro-environmental behaviors.

There are many anecdotal accounts about industrial buyers’ perceptions of sellers, but little research exists empirically to determine these perceptions. This research generates a profile of industrial buyer perceptions of salespeople developed from a perceptual inventory gathered from a national sample of purchasing professionals. Both positive and negative profiles are identified, but means analysis generally supports the contention that industrial buyers have largely positive perceptions of salespeople. These profiles can be useful to both researchers and industry professionals in assessing the effects of buyer perceptions in industrial, business‐to‐business, and relationship marketing situations.

The growth of international business, combined with an increase in the number of service offerings, underscores the importance of understanding effective promotional strategies for services versus goods in international markets. The current study examines advertising appeals for services and goods across four different countries: Brazil, Taiwan, Mexico and the USA. Results of a content analysis indicate that the use of rational and emotional appeals differs across both product type and country. It is suggested that culture plays a role in the use of the appeals and that the product type × country interaction is strongly reflected in Taiwanese and US advertising.

The insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their providers’ performance. This study examines the most significant dimensions of service quality and customer satisfaction across four large companies in the auto casualty industry, using the familiar SERVQUAL instrument. Results indicate that reliability is consistently the most important determinant of both perceived service quality and feelings of satisfaction among customers engaged in auto insurance claims. Implications for auto insurance providers are discussed.