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Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses regression analysis to investigate the importance of service quality attributes on choice. Suggests that consumers utilise multiple process and outcome quality attributes in their choices.

This paper aims to propose a method for dynamic product perceived quality analysis using social media data and to achieve a macro–micro combination analysis. The method enables the prioritization of perceived quality attributes and provides perception causes.

To rationalize the macro–micro combination, ANOVA and multiple linear regression were used to identify the main factors affecting perceived quality which served as the combination basis; by using the combination basis for consumer segmentation, macro-knowledge (i.e. attribute importance and quality category of the attribute) is achieved by term frequency-inverse document frequency (TF-IDF)-based attribute importance calculation and KANO-based attribute classification, which is combined with micro-quality diagnostic information (i.e. perceived quality, perception causes and quality parameters). Further, dynamic perception Importance-Performance Analysis (IPA) is built to present the attribute priority and perception causes.

The framework was validated by the new energy vehicle (NEV) data of Autohome. The results show that price and purchase purpose are the most influential factors of perceived quality and that dynamic perception IPA can effectively prioritize attributes and mine perception causes.

This is one of the first studies to analyze dynamic perceived quality using social media data, which contributes to the research on perceived quality. The paper also contributes by achieving a combined macro–micro analysis of perceived quality. The method rationalizes the macro–micro combination by identifying the factors influencing perceived quality, which provides ideas for other studies using social media data.

The purpose of this paper is to analyze the perceived quality of two traditional food products with protected designation of origin (PDO). Specifically, we study the influence of perceived quality of intrinsic attributes (e.g. colour, flavour, smell, appearance) and extrinsic attributes (e.g. brand, denomination of origin, and image of traditional product) on consumer satisfaction, loyalty and purchasing intention.

Data were obtained using a structured questionnaire to consumers of both food products. After the fieldwork, a screening process was performed to obtain 223 (olive oil) and 251 (air‐cured ham) valid questionnaires. Structural equations model was applied to relate the perceived extrinsic and intrinsic quality with satisfaction, loyalty and purchasing intention.

In relation to the influence of intrinsic and extrinsic quality attributes we have found. First, for the new PDO of olive oil, the results reveal the existence of a significant influence of intrinsic perceived quality on satisfaction and loyalty. Nevertheless, no evidence has been found to support the link of extrinsic attributes on satisfaction and loyalty. Second, for the consolidated PDO of air‐cured ham our results show that the influence of intrinsic perceived quality on satisfaction and loyalty are not significant. In contrast, the influence of extrinsic perceived quality is significant in this case.

The results of this paper suggest the need to promote and increase the consumer knowledge of brands protected under the PDO and specially the PDO itself.

This paper analyzes the quality concept, adopting a double dimensional perspective (intrinsic and extrinsic attributes).

The purpose of this paper is to translate consumer requirements regarding olive-oil quality attributes into specific olive-growing practices that most contribute to satisfy these attributes.

After identifying consumer requirements or needs regarding different attributes of olive-oil quality, through a survey of 439 olive-oil consumers, the authors determine the olive-growing practices that optimally satisfy consumer needs through expert opinions. Finally, the use of expert knowledge to construct the House of Quality or the first matrix of quality function deployment allow the authors to define the relative contribution of the various olive-farming practices to the satisfaction of consumer requirements.

The findings have shown that the olive-oil quality attributes most requested by consumers incorporate organoleptic (e.g. acidity, flavour, colour), sociocultural (e.g. creating employment in rural areas, maintenance of the rural population) and environmental ones (environmental externalities). The “separation of olives collected from ground and trees” (separation), “timing of harvesting” (according to a fruit-ripeness index), the “method of the ground harvest” (no picking from the ground), and the “method of tree harvest” (handpicking) were some of the most commonly identified olive-farming practices that contribute the most to meeting consumers’ needs with regard to olive-oil quality.

The study suggests detailed analyses of the relationships between customer requirements and other agents practices involved in the olive sector (processing industries: mills, distribution, and marketing management, etc.) to more fully investigate the impact of all these practices on consumers’ perceived olive-oil quality attributes. This is the most reliable way to guarantee that the most sought-after quality characteristics are taken into account, not only in the farming stage but also in the various different stages of the olive agri-food chain.

Findings represent an opportunity in the market value chain to develop a quality olive oil which is more oriented towards the consumer and able to face future segmentations in the market. This is one of the main innovative features of this study, as it offers “good practice” guidelines to agents of the olive-oil sector from the consumer perspective.

This study provides positive implications to consumers, providing them important tools to make an informed choice, and producers and marketers helping the design of production strategies to optimally satisfy the consumer preference with regard to olive-oil quality, and attain a competitive advantage by adding value to the product.

This paper is regarded as the pioneer in the literature translating the “consumer voice” regarding olive-oil quality into specific olive-growing practices “good-practices guidelines”. Thus, the relevant required quality olive-oil attributes should be clearly described on the label, to enable consumers to identify the quality features and make an informed choice. Furthermore, to meet consumers’ needs, the olive-oil sector should focus on the olive-growing practices that optimally satisfy consumer requirements concerning olive-oil quality attributes. This would help to improve legitimacy and boost public support for the Common Agricultural Policy subsidies for the agricultural sector in general, and the olive sector in particular. The findings are particularly valuable in helping policy makers to design marketing strategies to improve the sustainability and competitiveness of Spanish olive oil.

This paper aims to explore consumer preference for fresh vegetables labelled as organic in combination with health and environment related quality traits. The study decomposes organic farming into its main quality aspects and measures consumers' preference structure for organic, in general, and for specific organic quality traits in particular.

By means of stated choice preference modelling, the following hypotheses are tested: consumers prefer health over environment related quality traits; the organic label plays a significant role in consumers' choice for organic products; organic farming is perceived as healthier and more environmentally friendly than conventional farming; purchase intention is mainly driven by health related quality traits; both health and environmental concerns influence purchase frequency, though to a different extent. The choice experiment was completed by 527 participants, with four repetitions per participant.

The health‐related traits score better than environmental traits in shaping consumer preference for organic vegetables. Consumers prefer organic products over B‐branded products, but not over A‐branded products, which suggests that consumers classify organic products among other quality niche products. However, they attribute a better score to the health and environment related quality traits of organic products, indicating a difference in quality cues between organic products and quality products in general. Price becomes less important, whereas presence of an organic label becomes more important with increasing buying intensity of organic vegetables. Undesirable traits, such as pesticide residue levels trigger a stronger response than desirable traits, such as environmental or health benefits.

The measurement of the role of health and environment quality traits in consumers' decision to buy organic or not is of relevance given the current debate on the factual differences between organic and conventional vegetables. Furthermore, the use of the stated choice preference to test the hypotheses is original and relevant.

The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.

The study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.

The three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.

The study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

This paper studies how multichannel retailers choose the product quality level and decide which attribute to make prominent in their physical store in a competitive environment.

This paper develops a game theoretic model, in which multichannel retailers' decisions are made in three stages. Using prominent experiential attributes (e.g. functionality) in their offline store and product quality decisions, multichannel retailers are capable of transferring the sales between different channels.

This analysis shows that making different attributes prominent in their physical store may be an equilibrium, and each multichannel retailer chooses the highest quality level for the prominent attribute. However, the prominent attribute of the highest quality level is not always optimal. Under certain conditions, multichannel retailers may make the experiential attribute prominent in their respective physical stores, which can result in equilibrium.

The results indicate that multichannel retailers should avoid blindly highlighting high-quality attributes in a competitive environment, or falling into price completion.

From the perspective of prominent attributes, this study designs the optimal product line based on channel characteristics. The results of the research can provide practical implications for multichannel retailers to increase sales.

To examine the influence of the perceived quality of a protected designation of origin (PDO) product on consumer loyalty and buying intentions.

The study examines the relationships between intrinsic and extrinsic quality attributes, loyalty and buying intention. Information was obtained from an initial qualitative approach based on a group dynamic to allow the development of scales to quantify the different concepts. Personal interviews were then conducted with 251 consumers based on a structured questionnaire.

The study reveals the existence of a positive and significant relationship between the extrinsic attributes of a traditional food product and loyalty expressed by consumers. It also shows that the perceived quality associated with the intrinsic attributes of the product has a positive and significant influence on buying intentions.

The PDO should seek to foster the perceived quality of intrinsic attributes in order to enhance consumer buying intentions, which may be viewed as the pragmatic side of consumer behaviour, an expression of the behavioural side of their attitude, and a reflection of their actions and short‐term behaviour. It should also foster the perceived quality of extrinsic attributes so as to achieve greater loyalty which, in turn, will be expressed as an increase in repeat purchases. This loyalty may be considered from an attitudinal standpoint involving feelings and affects towards a product or brand, and is related with ideal images held by consumers about their own actions.

This paper shows that positive attitudes, feelings and affects towards symbolic factors are fundamental components of attitudinal loyalty. These aspects reflect the consumer ideal, because such attitudes are based on positive feelings and affects towards symbolic factors. This loyalty, in turn, constitutes the ideal behaviour with which the consumer identifies, although it is not necessarily his/her actual behaviour.

In this paper, a conceptual and methodological framework based on empirical evidence derived from the case of the Colombian Cape gooseberry (CG) supply chain is presented. Using this case study, this paper aims to contribute to the extant literature on the internationalization of food supply chains by explicitly considering the alignment of quality attributes and supply chain complexity as key elements to understand the process.

This research has been designed to be qualitative, inductive and exploratory, thus involving multiple data gathering methods and tools. More specifically, during the first stage of the empirical analysis, this study has mapped and analysed preferences and perceptions of product quality at both the consumer and supply chain levels. Then, this paper has analysed the degree of alignment and complexity in the supply chain and finally, this study has derived scenarios for the internationalization of the supply chain.

The results indicate tensions between supply chain actors related to quality attribute alignment and complexity, which have the potentials to impact the internationalization scenarios of the CG supply chain. Particularly the findings highlight how alignment and complexity of sourcing and product quality attributes can affect supply chain design strategies in different internationalization pathways of a niche food commodity.

The findings have implications in terms of supply chain design perspectives. In fact, while an approach, which would consider only a transactional or governance perspective would have tackled the problems of misalignment – for example, between farmers and wholesalers or wholesalers and international traders/retailers – it would have ignored the problem of alignment caused at the retailing and consumption stage. In the attempt to internationalize the CG supply chain, farmers, processors and traders are misaligned in relation to the preferences of the targeted final consumers, Dutch/Western European consumers in the case.

Given the misalignment issues, this paper identifies a step by step approach as the most suitable pathway to design an internationalized supply chain because it allows the CG commodity supply chain to develop the potential market of credence quality-attribute by supporting the health-promoting compounds of the fruit. In this way, the CG supply chain could also progressively scale up and work on solving its misalignment issues by building a coordination structure of the chain, with quality control and logistics likely led by large retailers.

The study indicates that a process of internalization related to a scenario of a “globalized commodity” can only emerge through processes of coordination and integration at the production level, likely led by forms of producers (farmers) associations or a network of producers and traders, leading to strong marketing activities and scale up in terms of volumes. This has profound social implications and calls for rethinking how this study designs the internationalization of niche commodity supply chains.

Through the application of a mixed methodology approach, in which conceptual, qualitative and quantitative methods have been combined, this paper has been able to identify alternative scenarios to the internationalization and the scale-up of a niche food commodity supply chain, with implications for its design and governance. More specifically in the conceptual model, the different scenarios have been related to the risk of misalignment. The model also identifies alternative pathways of internationalization which may or may not arise according to the way complexity unfolds. In the approach, this study has unpacked complexity by looking into two key dimensions: transactional complexity and quality-attribute complexity.