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The purpose of this paper is to explore the possible usefulness of a combined multi‐attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions, attributes, and items in terms of taken‐for‐granteds, proportionals, delighters, and neutrals.

Using a survey, the authors measured how mass affluent customers in one region in a major Swedish bank perceived service quality. Responses were analysed with reference to both multi‐attribute service quality and Kano models.

The combined model seems to provide some guidance regarding how service quality is perceived by bank customers in the mass affluent segment. The significant number of neutral items reveals potentially wasted resources. The finding of only one delighter item reveals that mass affluent customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated.

This exploratory study examines only one bank in one region in one country, implying a need for additional research applying this combined model and other methods to investigate private banking in the mass affluent segment.

The significant number of neutrals implies that banks might be more efficient if they avoided spending resources on such items. The conspicuous spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co‐creating services with mass affluent customers.

Banks are intermediates on financial markets. Improved and customized service quality could make mass affluent customers inclined to invest their resources in ways that promote economic growth.

In addition to traditional measurement models, the Kano model may contribute to service quality assessment in private banking.

The purpose of this paper is to study the optimal contact policies for customers that belong to the mass affluent market.

The authors formulate a stochastic dynamic programming model to determine the optimal frequency of contacts in order to maximize the expected return of the company.

The authors show that personalized marketing strategies provide a competitive advantage to companies that contact their customers directly through, for example, phone calls or meetings. The authors show that a threshold policy is only optimal for customers with increasing sensitivity to contact. In all other cases, optimal policies might have a less intuitive structure. The authors also study the importance of the size of the customer database and determine the optimal maximum recency when maintenance costs are present.

Contact policies should be tailored for each company/industry individually, due to their sensitivity to customers’ purchasing behavior.

En este artículo se estudian políticas óptimas de contacto de clientes que pertenecen al segmento de mercado con alto poder adquisitivo.

Para ello formulamos un modelo de programación dinámica estocástica para determinar la frecuencia óptima de contactos durante un período de tiempo, de modo de maximizar el beneficio esperado de la empresa.

Los resultados muestran que una estrategia de marketing personalizada entrega una herramienta competitiva a aquellas empresas que contactan directamente a sus clientes, a través, por ejemplo, de llamadas telefónicas o reuniones periódicas. También se muestra que las políticas con un umbral a partir del cual es óptimo contactar a todos los clientes son óptimas solo en el caso de clientes con una creciente sensibilidad al contacto. En todos los otros casos, las políticas óptimas tienen una estructura menos intuitiva. Finalmente, se estudia el tamaño óptimo de la base de datos de clientes y hasta que antigüedad es recomendable mantenerlos en el sistema.

Las políticas de contacto a clientes deberían ser confeccionadas a la medida de las características individuales de la empresa, puesto que ellas son altamente sensibles al comportamiento de compra de los clientes.

The purpose of this paper is to explore mass affluent customer perceptions of the service quality delivered by personal advisors and banks, and the contributions of personal advisors and banks to customer satisfaction; and also to analyse the strength of the relationship between customer satisfaction with personal advisors and banks.

A survey composed of items designed to mirror service quality practices used in the mass affluent segment was administered to customers of a major Swedish bank. Statistical analyses of the responses were performed.

Four service quality dimensions are identified as salient to customer satisfaction: interpersonal behaviour, knowledge, service portfolio, and trust. The relative importance of these dimensions depends on whether customer satisfaction with the personal advisor or the bank is focused. Moreover, the analysis indicates a double “rubbing off” effect where customer satisfaction with the personal advisor influences customer satisfaction with the bank and vice versa.

The unexplored separation of service quality provided by the bank and the personal advisor is central to perceived service quality. The study focuses on customer satisfaction in the mass affluent segment, which is an unexplored context different from retail banking.

The purpose of this paper is to develop and empirically test a model that examines the relationship between post-adoption self-efficacy, satisfaction, and loyalty in the usage of mobile shopping applications.

A structured questionnaire was used to collect data from respondents who had used mobile shopping applications to make purchases. Data analysis was done using partial least square structural equation modelling.

The results show that self-efficacy and satisfaction have a positive impact on continuance intention; however, the same may not lead to advocacy. The results also show that some antecedents of self-efficacy and satisfaction at the post-adoption stage differ from the pre-adoption intention stage.

The findings of the study provide a better understanding of the factors likely to influence loyalty among customers using mobile shopping applications. The findings also provide valuable insights into the factors that e-retailers need to focus to build self-efficacy among their customers using mobile interface.

The contribution of the paper lies in eliciting the differences between customer choice model at the pre-adoption and post-adoption stage for mobile shopping. Furthermore, the study demonstrated the role of a cognitive factor of self-efficacy in loyalty at the post-adoption stage that is pre-dominantly researched with affective factor of satisfaction.

The purpose of this research study is to empirically investigate a hypothesized theoretical framework that captures the impact of brand personality congruence, brand love and brand attachment on brand loyalty in the luxury branding sector.

Empirical data were gathered from 416 millennial shoppers with incomes from US$100,000 and above (High-Earners-Not–Rich-Yet). Structural equation modeling was used to test the hypotheses of the framework developed for the study. Dubai is chosen as the context of the study based on the fact that the luxury brands sector is one of the leading industries in the country, and has a sizeable population of HENRY's.

The findings of this study revealed that brand personality congruence is a critical determinant of brand love and brand loyalty, suggesting congruence between the consumer's personality and the brand is essential to the luxury branding sector. The study also establishes a relationship between brand attachment and brand loyalty.

This study offers new empirical support for the proposition that consumers' emotional aspects like brand personality congruence and brand love are critical for enhancing brand loyalty toward luxury. The findings from this study can provide brand managers with a guide to managing their branding strategies and understand the strategic role of these variables on communication strategies for a new emerging segment of the HENRY's customer segment.

This study contributes to luxury branding and a new segment of millennials by examining the relationship between brand personality congruence, brand love, brand attachment and its effect on brand loyalty in the luxury branding context.

This paper aims to examine the joint effects of product type (hospitality services vs goods) and consumers’ need for status (low/Patricians vs high/Parvenus) on consumers’ attitude change toward their favorite luxury brands. As an ever increasing number of customers can now afford luxury products, it is important to understand how affluent consumers react to the less affluent mimicking behaviors.

In all, 265 luxury consumers with annual household income of more than $100,000 and experiences of luxury consumption in the past three months were recruited. A 2 (product type) × 2 (need for status) factorial design was used to test the hypotheses.

This study demonstrates that when faced with mimicking behaviors by less affluent consumers, Parvenus exhibit more negative attitude toward their favorite luxury goods brands than luxury hospitality brands. Conversely, Patricians exhibit similar levels of attitude change across the two types of luxury brands.

The findings suggest that luxury hospitality companies may find it easier to expand to less affluent markets than their luxury goods counterparts, in particular when the majority of target consumers are Parvenus.

To the best of the authors’ knowledge, this study is the first to examine consumers’ reactions to mimicking behaviors by the less affluent in the context of luxury hospitality services, and it adds to the knowledge on the joint effects of product type and status seeking on luxury consumption.

By studying the marketing of advertising space, this paper aims to study how class, gender and region were portrayed in terms of economic considerations in adverts selling advertising space to potential advertisers. The paper studies how readers were discursively transformed into consumers in this material and how different consumer groups were depicted, divided and framed during Sweden’s early consumer culture. By doing so, the paper highlights the tensions between aiming at a mass audience, on the one hand, and striving to reach more and more specific consumer groups on the other hand.

Both qualitative and quantitative analyses are made in order to follow the changes of highlighted consumer groups in the ads. Intersectional analysis is used to see how notions of class and gender intersected during the analysed period.

The sectioning of the press is in the paper stressed as a prerequisite for market segmentation and the economic history of mass media is lifted as essential for understanding it. The gendering and classing of market segments were also based on how common interests were interpreted by political movements and their press forums. For surviving in the long run, however, the paper argues that the political press needed to commercialise their readerships to attract advertisers and survive economically.

The paper concludes that mass marketing and segmentation processes were in many senses parallel in the studied material. Statements of reaching all social classes diminished over time, but notions of the masses were prevalent in both the worker and the women categories. However, how advertisers choose between different media for their advertising campaigns or how they adopted different marketing methods towards different segments are beyond the scope of this paper.

The purpose of this paper is to use current loyalty market landscape data to examine differences in loyalty‐program participation among key consumer segments.

Using data from the Loyalty Census research study conducted by COLLOQUY (JCM v24i5), this paper applies the information to six demographic segments of high interest to loyalty‐marketing practitioners – affluent, young adult, senior, core women, emerging Hispanic, and general adult – to determine rends related to participation, needs, redemption, and satisfaction.

The paper identifies the emergence of underserved and important demographic segments looking for attention in the world of loyalty marketing. The paper also establishes the new battlegrounds for loyalty programs in regards to rewards and redemption. Finally, the research reveals fresh strategies for marketers designing loyalty offerings.

Personalization is key to driving participation in contemporary loyalty marketing programs. Companies must identify the individual and tailor rewards, offers and benefits ‐ constructing a “difference engine” to serve all markets, build advocacy, retention and return on investment.

The paper further deconstructs the current loyalty marketing landscape and spotlights budding demographic segments previously overlooked or understudied. The text derives ten concrete suggestions from the data for building successful loyalty programs in today's changing market.

Develops an original 12‐step management of technology protocol and applies it to 51 applications which range from Du Pont’s failure in Nylon to the Single Online Trade Exchange for Auto Parts procurement by GM, Ford, Daimler‐Chrysler and Renault‐Nissan. Provides many case studies with regards to the adoption of technology and describes seven chief technology officer characteristics. Discusses common errors when companies invest in technology and considers the probabilities of success. Provides 175 questions and answers to reinforce the concepts introduced. States that this substantial journal is aimed primarily at the present and potential chief technology officer to assist their survival and success in national and international markets.