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- Attitude toward the brand (1)
- Characterization-correction model (1)
- Cue diagnosticity (1)
- Information expectancy (1)
- Information relevancy (1)
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- Irritation (1)
- Low price guarantee (1)
- Lpg (1)
- Magnitude of service failure (1)
- Need for cognition (1)
- Need to evaluate (1)
- Negative word of mouth (1)
- Optimal condition (1)
- Partitioned pricing (1)
- Reasonableness of surcharge (1)
- Salesperson's expertise (1)
- Service failure responsiveness (1)
- Service guarantee (1)
- Service recovery (1)
- Service recovery outcomes (1)
- Service recovery paradox (1)
- Signal default (1)
- Stockout (1)
- Sub-optimal condition (1)
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Service Recovery And The Elusive Paradox: An Examination Of The Effects Of Magnitude Of Service Failure, Service Failure Responsiveness, Service Guarantee And Additional Recovery Effort On Service Recovery Comes, Anthony Hugh Kerr
LSU Doctoral Dissertations
Service failure and recovery remain critical issues for both academicians and marketing practitioners. Defined as a service provider’s response to a failed service, service recovery can mean the difference between a firm’s success and failure, for increasing customer retention and limiting customer defection are integral components of organizational growth and profitability. The purpose of this dissertation was two-fold: (1) to test the effects of magnitude of service failure, service failure responsiveness, and the presence of a service guarantee on customer satisfaction levels and other service recovery outcomes (Study 1); and (2) to test the effects of additional recovery effort and …
Postpurchase Implications Of Low Price Guarantees And Consequences Of Low Price Guarantee Default, Sujay Dutta
Postpurchase Implications Of Low Price Guarantees And Consequences Of Low Price Guarantee Default, Sujay Dutta
LSU Doctoral Dissertations
Past research on consumer perceptions related to Low Price Guarantees (LPG) have primarily investigated effects of LPG on consumer search intentions, their perception of offer value and their purchase intentions. The present research had two major objectives: (i) to study the probable effect of LPG on consumers' intentions to search after the purchase and the boundary conditions of such effects; (ii) to study probable consequences of default of an LPG, that is, postpurchase discovery of lower prices in the marketplace despite promise to the contrary. It was shown that while LPG is likely to discourage prepurchase search it might encourage …
What Irritates Consumers?: An Empirical Examination Of The Antecedents And Consequences Of Consumer Irritation, Sweta Chaturvedi Thota
What Irritates Consumers?: An Empirical Examination Of The Antecedents And Consequences Of Consumer Irritation, Sweta Chaturvedi Thota
LSU Doctoral Dissertations
This dissertation develops a model of consumer irritation in the context of consumer decision-making. Thus, the purpose is to describe and empirically test a model of the antecedents and consequences of consumer irritation. The model incorporates antecedents, moderators and consequences of irritation. It is suggested that irritation in consumers has a direct as well as an indirect influence, through retention of irritation in consumers, on the outcome variables such as attitude towards the advertised brand, and intentions to engage in negative word of mouth (NWOM) behavior. The central aim of this dissertation is to extend our understanding of the irritation …
Partitioned Pricing: Can We Always Divide And Prosper?, Bidisha Burman
Partitioned Pricing: Can We Always Divide And Prosper?, Bidisha Burman
LSU Doctoral Dissertations
Research on partitioned pricing suggests that separating the surcharges from the base price of the advertised product may lead to a more favorable effect on consumers' evaluation of the offer compared to a combined presentation of the base price and the surcharge. In this dissertation we propose that partitioned price presentation may not always result in positive outcomes vis-à-vis combined presentation of prices. We propose that consumers' need for cognition and the perceived reasonableness of the surcharge are likely to influence their evaluation of partitioned versus combined prices. Based on cue diagnosticity, Persuasion Knowledge Model, and Characterization-Correction Model we develop …
Regret From Consumer Action Versus Inaction: The Effects Of Post-Decision Information, Decisional Responsibility And Perceived Source Expertise, Neel Das
LSU Doctoral Dissertations
This dissertation proposes to examine regret arising from action versus inaction in consumer decision-making contexts. Although there has been extensive research in the area of regret, no extant literature in marketing has been found that has investigated the nature of regret arising from inaction, specifically in stockout conditions. The first study defines the concept of decisional action and inaction as the key sources of the regret emotion. Specifically, regret arising from inaction (and action) is investigated under sub-optimal and optimal conditions. Subsequently, circumstances are identified when inaction-driven levels of regret are likely to be higher than levels of action-driven regret …