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Although the basic idea of benefit segmentation lies in using causal, as opposed to descriptive, factors as segmentation criteria, most of the empirical studies do not differentiate between product attributes and the benefit sought by consumers. The objectives of this article are to clarify the distinction between attributes and benefits sought, and to apply a modified laddering technique, based on means‐end theory to use the elicited benefits to form benefit segments. A comparison with attribute‐based segments demonstrates that means‐end chains provide a powerful tool for “true” benefit segmentation.

Previous studies on cyberloafing have so far not focused on the interlinkages among push factors, pull factors, consequences of actions and value orientations of the employees in a comprehensive manner. The purpose of this study is to close that gap by integrating push-pull theory with means-end chain framework.

Using a soft-laddering technique, semi-structured interviews were conducted with 21 Indian employees from various organizations with prior written consent. After performing the content analysis and preparation of ladders, an implication matrix and a hierarchical value map were constructed using the LadderUX tool.

“Upholding conversational conformity,” “achieving efficiency through noise cancellation,” “addressing occasional requirements,” “social networking as a coping mechanism,” “staying informed and sharing opinions,” “attempting job or profile alteration” and “fulfilling transactional obligations” turned out to be the seven prominent means-end chain patterns, with their respective push-pull factors, consequences and value orientations. This study also suggested the multifaceted character of cyberloafing in a continuum, from “serious-destructive” to “minor-positive” to “facilitative-productive.”

This study has been conducted by focusing on cyberloafing at physical workplaces and not in the context of distributed work environments.

The findings of this study will enable organizations to frame an appropriate set of guidelines to control this behavior.

To the best of the authors’ knowledge, this study is the first to integrate the push-pull theory and means-end chain framework to explore the nuances of cyberloafing among employees.

This paper aims to inform the promotion of sustainable modes of transport. For this purpose, it deploys a means-ends framework as a type of second-order cybernetics and uses it to explore cognitive transport mode choice structures.

The empirical study relies on a purposive sample and a qualitative research methodology known as laddering. It is aimed at the identification and comparative analysis of the cognitive means-ends structures of transport users.

The results reveal more positive and complex associations for the car than for public transport. Two main positive means-ends structures are identified for public transport, one related with the relaxation and the other with doing useful things while travelling. Dominant positive structures for the car are related with self-confidence, satisfaction and personal freedom. Negative means-ends structures in addition reveal important justifications and rationalizations for car use.

Based on the identified distinct means-ends elements and structures, this study holds important implications for developing a communications strategy and policy interventions seeking to promote public transport.

Means-ends theory is proposed as an integrative cybernetic framework for the study of stakeholders’ (customers’) mental models. The empirical study is the first to concurrently and comparatively examine positive and negative means-ends chains for the car and for the public transport modes.

With advances in information technology, multi‐channel shopping (MCS) has become a prevailing purchasing pattern today. Although MCS provides more benefits than single‐channel shopping, there is a need to investigate consumer values in the MCS context. This study aims to develop a consumer value hierarchy that represents how consumers think and pursue when performing MCS.

The research framework was developed from a perspective of means‐end theory. Two studies were designed to elicit and evaluate a consumer value hierarchy of MCS. First, a qualitative study was conducted to explore means‐end elements of MCS. Then, a hierarchical value map of MCS was constructed with 314 usable responses from an empirical survey in Taiwan. The impacts of past shopping experience on consumers' value perceptions were also examined.

In the hierarchical value map (HVM) of MCS, the results indicate 18 means‐end chains from ten MCS attributes resulting in nine consequences derived from those attributes, and then to four MCS values. The results also show that both expert and novice shoppers emphasize the utilitarian value of MCS; however, shopping novices pay more attention to the hedonic value of MCS than experts do.

This paper provides several managerial implications for multi‐channel retailers. Multi‐channel retailers need to know more about the attributes and functions of each channel that they offer in order to create a superior shopping experience for their customers. Also, retailers need to understand different MCS patterns for successful multi‐channel customer relationship management. Finally, the consumer value hierarchy of MCS is a useful tool for retailers to develop effective promotion strategies to increase customers' engagement in MCS.

This paper is the first to apply means‐end theory to investigate consumer value in the MCS context. It advances the consumer value literature in explaining a novel type of consumer channel‐mixing behavior. The paper concludes with implications for multi‐channel retailers, and future directions for MCS research are also discussed.

Introduces a new approach to the investigation of consumers' reasons for purchasing (or not purchasing) products. The Means‐End Chains model, by shifting attention from product attributes to consumers' personal values, is particularly applicable to segmentation and positioning strategies for high involvement products like sparkling wines. Reports structured depth interviews with 27 consumers uncovering their means‐end chains in relation to sparkling wines. Responses differ noticeably by usage: heavier users prefer dry products as more sophisticated are willing to pay a premium price, and have more complex psychological needs to be fulfilled with the product including more socially oriented reasons for usage. Suggests insights from the means‐end approach may allow producers of premium sparkling wines to maintain a healthy position even in a decreasing market.

This study aims to examine the effects of enhanced visualization of intangible service value through integration of means-end perspectives on advertising effectiveness.

Banking advertisements, incorporating message stimuli derived from salient values desired by the financial consumers and designed to assist message elaboration and stimulate personal relevance, were developed to examine the influence of cognitive connectivity on vividness of intangible service benefits and service advertising effectiveness.

The findings demonstrate that greater cognitive connectivity positively affects perceived tangibility, attitude toward the advertisement and attitude toward the brand. Additionally, the results indicated that perceived personal relevance has higher influence on envisioning service components, compared to one’s ability to connect visual cues to perceived benefits and to immediate end-goals.

This study incorporated visual stimuli limited only to financial security and social recognition. Future research should aim to examine the effects of different types of values on consumers’ elaboration process and their ability to visualize financial services.

This study extends knowledge of the means-end chain by proposing a means-end cognitive connectivity construct which influences the degree that consumers are able to mentally picture intangible service attributes. This study also provides insight that different values have different degree of influence on one’s ability to visualize service.

This research conducts a means‐end chain analysis of the food sector and explores the extent to which the findings made can be used to inform the retail positioning strategy of food retailers. Using means‐end theory as the theoretical underpinning of the study, the paper employs laddering methodology to identify the linkages between food retail store attributes and personal values. The findings of the paper present a more personally relevant representation of consumer’s perceptual orientations towards food retail store image. At the attribute level “good quality products”; “good reputation”; “store has additional services” and “value for money” are most sought after. These were linked to the consequences “feel good” and to “save time”. Overall, the findings support previous value driven research, concluding that “happiness” and “quality of life” are the most strived for personal values. Strategic implications for retailers are discussed and future research recommendations are made.

The paper has a twofold purpose: (1) to test the application of means-end theory to providers of hospitality goods and services, and (2) to explore this question in the context of winery tasting rooms when they had a unique opportunity to restructure their hospitality experience due to government restrictions in response to COVID.

A qualitative approach was adopted, and a convenience sample was used to conduct semi-structured laddering interviews. Forty interview transcripts were coded as means-end ladders, which were analyzed using a custom computer program to develop the implication matrix and the hierarchical value map.

This paper demonstrates that means-end is a useful approach to investigate the values and behaviors of the producer, specifically hospitality hosts. It finds that the principal goal of tasting rooms is to generate sales, and offering a compelling guest experience is the characteristic that contributes the most to achieving that goal. The staff and the atmosphere created for the guests are the two factors with the greatest influence on the guest experience.

This is the first paper to use means-end theory to study the hospitality host, or the producer of goods and services in general, and the first to study winery hospitality primarily through the lens of means-end theory. The study also helps fill a gap in research on tasting room sales focused on the winery’s goals.

The purpose of this study is to illustrate how means‐end chain theory can inform communications that effectively convey the health messages of vegetable consumption to various publics.

Laddering interviews were conducted with 61 participants who consumed at least two serves of vegetables a day and were responsible in part or whole for shopping in their household. A means‐end chain value map was then constructed using mecanalyst software.

Using means‐end theory, an example communications strategy was developed from the dominant chain. The health and wellness features that respondents associated with vegetables were “freshness”, a “source of vitamins and minerals”, and “high nutritional value”. In the mind of the consumer, these features were linked to the benefit concept “maintain energy and vitality”, which in turn was connected to the consequence “maintain an active life”. The end‐states or goals participants ultimately connected to the health and wellness features of vegetables were that of “enjoy life” and “achieve goals”.

The research is limited in so far as subjects who consume less than two serves of vegetables are not recruited for this study.

It is suggested that social marketing initiatives designed to increase vegetable consumption may base messages on health‐related values or end‐states of being to resonate more effectively with consumers.

High vegetable consumption is associated with a reduced risk of chronic disease. Effective strategies designed to increase vegetable consumption amongst populations may reduce the burden on health systems.

This study illustrates how consumers' cognitive processes can inform social marketing communications.