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Article
Publication date: 1 July 2000

Gillian Naylor and Kimberly E. Frank

Extant research suggests that salespeople can significantly impact consumers’ outcome perceptions. Examines the importance of initial contact with salespeople on consumers

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Abstract

Extant research suggests that salespeople can significantly impact consumers’ outcome perceptions. Examines the importance of initial contact with salespeople on consumersperceptions of value and the impact of salesperson service failure on perceptions of value among non‐purchasers. An exit survey of shoppers was conducted to realistically study these issues. Results show that outcome perceptions were significantly lower when either there was no contact with salespeople, or the consumer had to initiate the contact. The retailer that had the highest percentage of salesperson initiated contact, earned the highest perception ratings and also had the highest ratio of buyers to browsers. Furthermore, non‐purchasers that experienced service failures (slow service or offended by a salesperson) discounted not just the perception of that retail visit, but also overall value compared to other retailers. These results suggest that retailers must encourage their sales staff to initiate consumer contact.

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Journal of Services Marketing, vol. 14 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 11 October 2021

Christine M. Kowalczyk and Natalie A. Mitchell

This paper aims to investigate how consumers perceive the value of luxury brands and the antecedents to these perceptions, including consumer knowledge, reference group…

Abstract

Purpose

This paper aims to investigate how consumers perceive the value of luxury brands and the antecedents to these perceptions, including consumer knowledge, reference group influence and accessibility. Prior studies focused less on the salience of consumer knowledge and sources of luxury information, in addition to their accessibility to luxury. Hence, a more nuanced luxury conceptualization is needed to reflect luxury’s conceptual fluidity, consumers’ different lived experiences, accessibility levels and persistent retail marketing changes.

Design/methodology/approach

In a survey involving 475 US respondents, five hypotheses were tested and analyzed with structural equations modeling, examining the relationships among knowledge and accessibility of luxury brands, as well as reference group influence and its impact on consumer value perceptions of luxury brands and consumer behaviors.

Findings

Significant relationships were found for all five hypotheses and demonstrated that knowledge, reference group influence and accessibility have strong relationships with consumers’ personal value perceptions of luxury brands and behavioral measures, including purchase intentions, willingness to recommend to a friend and willingness to pay a price premium.

Originality/value

This conceptualization recognizes that consumers must have luxury brand awareness prior to reference group influence, developing individual luxury value perceptions and entering the buying process. This research contributes to the literature by highlighting consumers’ views of the luxury category, which induce perceptions and potential outcomes. It also expands the understanding of consumer’s accessibility to luxury products, which impacts purchase intentions. While it was conducted in the USA, it yields broader consumer perspectives.

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Journal of Product & Brand Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 2 September 2021

Xiaohua Zhu and Moonhee Cho

This study investigated the interrelations of US consumers' perceptions of their ownership of digital media content, their perceived importance of various digital rights…

Abstract

Purpose

This study investigated the interrelations of US consumers' perceptions of their ownership of digital media content, their perceived importance of various digital rights and ownership rights and their preferences for owning vs accessing media content.

Design/methodology/approach

This study used an online questionnaire survey and analyzed data from 437 participants recruited via Amazon's Mechanical Turk mechanism.

Findings

Participants' perceived importance of digital rights correlates with consumers' ownership perceptions, and people who value certain digital rights tend to have narrower ownership perceptions. Users' ownership and access preferences vary with their perceived importance of ownership rights, especially concerning music and movies. Notably, people who prefer the access model were less concerned about ownership rights to possess, use and resell content.

Social implications

The study provides empirical evidence of consumers' ownership perceptions in the digital age and warns consumers of the dangers of the erosion of their digital ownership rights.

Originality/value

Legal ownership and psychological ownership are usually considered separate constructs and seldom examined together. By showing the correlation between consumers' ownership perceptions and their perceived importance of digital rights, this study demonstrates the connection between legal ownership and psychological ownership.

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Aslib Journal of Information Management, vol. 73 no. 6
Type: Research Article
ISSN: 2050-3806

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Publication date: 11 June 2021

Xuewei Yang

This research aims to explore the impact of augmented reality (AR), the digital technology that superimposes virtual elements in a real environment, on consumers in the…

Abstract

This research aims to explore the impact of augmented reality (AR), the digital technology that superimposes virtual elements in a real environment, on consumers in the context of experiential marketing. Specifically, this study proposes a research model based on the stimulus-organism-response model, which considers AR media characteristics as external stimuli, consumers’ value perceptions as the organisms, and purchase intentions as the responses. The research model was tested with 248 consumers using structural equation modelling. The results show that informativeness, ease of use, and telepresence have positive effects on consumers’ utilitarian value perception and that telepresence and interactivity have positive effects on hedonic value perception. Overall, this study contributes to the growing body of knowledge on AR and provides actionable insights for managers implementing digital transformation strategies and AR applications in marketing practices.

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Information Technology in Organisations and Societies: Multidisciplinary Perspectives from AI to Technostress
Type: Book
ISBN: 978-1-83909-812-3

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Article
Publication date: 21 January 2021

Tony J. Kim, Barbara Almanza, Jing Ma, Haeik Park and Sheryl F. Kline

This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant.

Abstract

Purpose

This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant.

Design/methodology/approach

This study used two methods to collect data. The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter. Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements. One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces. The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions.

Findings

Although all surfaces had higher ATP readings than a 30 relative light units’ threshold, there were significant differences in ATP readings among surfaces. Results showed a fair amount of consistency between the consumersperceptions of cleanliness and the actual results of ATP readings for the cleanest areas, but very little consistency in customers’ perceptions and experimental measurements for the dirtiest areas.

Practical implications

This study empirically demonstrated the need for improved cleaning techniques and the importance of proper training for foodservice employees. Especially during the COVID-19 pandemic, results of this study suggest an additional responsibility on managers and staff to ensure clean environments and the imperative to address the concerns of their customers.

Originality/value

Based on an extensive literature review, to the best of the authors’ knowledge, no prior studies have compared consumers’ cleanliness perceptions with empirical measurements of cleanliness in restaurant settings using an ATP meter. The results of this study provide restaurant managers a better understanding of customers’ perceptions of cleanliness. It also provides restaurant managers and staff information to develop more effective cleaning procedures. In the context of the COVID-19 pandemic, perceptions of cleanliness and measures of actual cleanliness are more important than they have been in the past.

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International Journal of Contemporary Hospitality Management, vol. 33 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 17 March 2020

Kimberley D. Preiksaitis and Peter A. Dacin

This study aims to examine how brands attempt to extend their customer set not through the typical route of adding brands, but through the strategic extension or…

Abstract

Purpose

This study aims to examine how brands attempt to extend their customer set not through the typical route of adding brands, but through the strategic extension or enlargement of their target customer set. Building on theories from both reference group perceptions and brand identification, this research explores the impact of strategic customer extensions on current target market consumers.

Design/methodology/approach

Two scenario-based experiments explore strategic customer extensions for a packaged goods brand and a well-known retail brand. The analysis involves both analysis of variance and SEM methods.

Findings

Current target market consumers’ evaluations of strategic customer extensions are informed by reference group perceptions relating to the proposed customer extension. When current target market consumers perceive strategic customer extensions as potentially attracting a dissociative reference group, consumers have weaker evaluations and brand identification measures and, subsequently, weaker future intentions towards the brand.

Originality/value

The brand identification literature is augmented by incorporating theories from the reference group literature to demonstrate how to reference group perceptions drive a current target market consumers’ evaluations of strategic customer extensions to affect the strength of the identification that current target market consumers have with a brand. Brand identification is also demonstrated as mediator customer evaluations and subsequent intentions towards the brand.

Details

Journal of Product & Brand Management, vol. 30 no. 2
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 20 October 2020

Thanh Mai Ha, Shamim Shakur and Kim Hang Pham Do

This paper analyses Hanoi consumers' evaluation of food risk and response to the perceived risk.

Abstract

Purpose

This paper analyses Hanoi consumers' evaluation of food risk and response to the perceived risk.

Design/methodology/approach

The authors employed the mixed method approach that integrates segmentation analysis on the survey data and information from group discussions.

Findings

Based on consumers' risk rating of six food groups and level of food safety worry, the authors identified four distinct consumer segments: low, moderate, high and very-high-risk perception. The authors found the existence of widespread food safety concerns among Hanoi consumers. Living in an urban region was associated with a higher level of food risk perception. Moderate, high and very-high-risk perception segments exhibited a very low level of institutional trust and subjective control over hazards. Response to the perceived risk differed across segments. “Very high-risk perception” was associated with the most risk-averse behaviour, putting more effort into seeking food safety information and engaging more in supermarket purchase. Consumers with a low and moderate perceived food risk participate more in self-supply of food to reduce their food safety concern.

Practical implications

The paper provides empirical evidence on consumers' evaluation of food risk and their risk-reducing strategies to support the risk communication in Vietnam.

Social implications

Enhancing institutional trust and risk communication including hazard education can improve consumer confidence in food.

Originality/value

This is the first segmentation study on consumer food risk perception in Vietnam.

Details

Journal of Asian Business and Economic Studies, vol. 28 no. 2
Type: Research Article
ISSN: 2515-964X

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Article
Publication date: 26 October 2012

Paurav Shukla

Despite the growing debate about differences in consumer attitudes and behavior in emerging and developed markets, there is little research on the differences in consumer

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14008

Abstract

Purpose

Despite the growing debate about differences in consumer attitudes and behavior in emerging and developed markets, there is little research on the differences in consumer value perceptions and their influence on purchase intentions. Focusing on the theory of impression management, the purpose of this paper is to introduce a conceptual framework incorporating the social (conspicuousness and status), personal (hedonism and materialism) and functional (uniqueness and price‐quality perceptions) value perceptions using the context of luxury goods.

Design/methodology/approach

Data were collected through a structured questionnaire‐ based study of consumers in four countries, representing two leading Western developed luxury markets (the US and the UK) and two important Eastern emerging markets (India and Malaysia). Multiple‐group SEM analysis was used to analyze the data.

Findings

The findings show several differences in the influence of value perceptions on consumer purchase intentions in the Western developed and Eastern emerging markets. The study highlights the importance of understanding the homogeneity and heterogeneity in consumer consumption decisions and provides managers with a basis to adapt their strategic responses.

Originality/value

The results offer needed empirical support and cross‐cultural stability to the much theorized construct of value perceptions by exploring their effects within and between Western developed and Eastern emerging markets. Additionally, it unifies and complements the previous work by integrating the theory of impression management and value perceptions framework, thus providing a comprehensive theoretical framework with empirical support.

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Article
Publication date: 12 April 2013

Filiep Vanhonacker, Zuzanna Pieniak and Wim Verbeke

This study aims to investigate consumers' perceptions and barriers in relation to fresh, frozen, preserved and ready‐meal fish products in a geographically diverse…

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1778

Abstract

Purpose

This study aims to investigate consumers' perceptions and barriers in relation to fresh, frozen, preserved and ready‐meal fish products in a geographically diverse selection of European countries.

Design/methodology/approach

Cross‐sectional data were collected through a consumer survey (n=3,213), conducted in June 2008 in the Czech Republic, Germany, Greece, Italy, Portugal, Romania, Sweden and the UK. Items measured were self‐reported consumption frequencies, consumer perceptions of different fish product categories, and perceived barriers for increased fish consumption levels. Country specificities are discussed.

Findings

The overriding healthy perception consumers have about fish was confirmed, and contributed very strongly to the general perception consumers have about fish. Fresh fish was perceived the most healthy fish product, followed by frozen, preserved and ready‐meal fish products. Perception scores were highest correlated with self‐reported fish consumption in the Mediterranean countries. With the exception of Romania, perceived barriers only poorly explained self‐reported consumption frequencies of the different fish product categories. This finding is related to the possible influence of habit and tradition with regard to eating fish, to the absence of measures related to motivations or drivers to consume fish, or to the possibility that some of the perceived barriers reinforce each other. In the Mediterranean countries, fish consumption frequency is on a very high level, independently of perceived barriers and motivational aspects, and part of the traditional Mediterranean diet.

Originality/value

The strength of this study pertains to its international scope and geographical spread. Further, consumer perceptions and perceived barriers in relation to fresh, frozen, preserved and ready‐meal fish products have rarely been studied in parallel. Findings are relevant to support efforts on national and international level to stimulate or modify fish consumption, and to explore opportunities to trade fish products.

Details

British Food Journal, vol. 115 no. 4
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 June 1998

Khalid I. Al‐Sulaiti and Michael J. Baker

This paper provides a comprehensive review of the literature regarding the effect of country of origin on consumer perceptions of products and services. Results reveal…

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27428

Abstract

This paper provides a comprehensive review of the literature regarding the effect of country of origin on consumer perceptions of products and services. Results reveal that consumer perceptions differ significantly on the basis of product/service and country of origin. The country of origin may be an important element in the perceptions consumers have of products and services especially where little other information is known. However, the question of how much influence the country of origin provides in product and service evaluations remains unanswered and a number of other major issues have yet to be resolved. Directions for future research are developed.

Details

Marketing Intelligence & Planning, vol. 16 no. 3
Type: Research Article
ISSN: 0263-4503

Keywords

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