Marketing Commons^™

Digital Tipping Intimidation At The Counter, Jennifer Bechkoff

AMTP Proceedings 2019

Although tipping for counter service at fast casual restaurants/cafes is not expected etiquette, it seems to be headed in the direction of becoming a social norm as tip jars next to registers are now a common sighting. However, as cash becomes less prevalent of a payment method, businesses are turning to mobile digital point of sale (POS) technologies with preset tipping options for customers. Oftentimes, businesses using digital POS systems will utilize touch-based tablets for sales that the counter staff can swing around for customers to add tips and sign with their fingers. If there are other customers standing behind …

Understanding And Measuring Esports Online Spectator Motivation: Development Of A Scale, Tyreal Yizhou Qian, James J. Zhang

AMTP Proceedings 2019

The esports industry has found itself at a critical stage in the quest for continuous growth and sustainable development, facing both tremendous opportunities and challenges. For achieving enhanced revenue generation and consumer retention, understanding esports as a spectator entertainment is essential for the inchoate yet burgeoning industry, especially in an online environment through which a majority of fans follow the competitive scene of esports. In this investigation, two studies were conducted to understand the dimensions and develop a measure of esports online spectator motivation. Integrating Sloan’s sport motivation theories (Sloan, 1989; Zhang et al., 2003) and the uses and gratification …

How Customer Engagement And Customer Participation Translate Across High-Involvement Purchases (Like Higher Education), Wendy Gillis, Douglas Johansen, Shiri D. Vivek

AMTP Proceedings 2019

Previous research suggested that customer participation resulted in greater customer satisfaction for the service provider. Specifically, earlier research differentiated Service Customer Engagement (CE) from Service Customer Participation (CP), where the former was ideation and the latter was practical application/execution. In other words, CE was more psychological, where customers think, feel, and trust. Conversely, CP was more behavioral, or physical, where customers act and do.

The point of this research is to translate previous learning to other high-involvement purchases. Research indicates that services high in credence, high contact, as well as high-involvement (Sharma and Patterson 1999) seem to be particularly relevant …

Diversity In Emerging Markets: The Case Of Latin American & The Caribbean, Neleen S. Leslie, Celia Mckoy, Everett Hyatt

AMTP Proceedings 2019

Latin America and the Caribbean encompasses over 40 countries in Central America, South America, and the Caribbean. Cultural influences in this region include Africa, the native groups, India, as well as the former colonizers from Europe - the British, Spanish, French, Dutch, and Portuguese, making it one of the most diverse markets in the world. Country populations within the region are also varied and range from as small as St. Kitts & Nevis with a population of only 52,175 to as large as Brazil with a population of 207,353,391, according to the CIA World Factbook (2017).

Despite lower incomes, the …

Customer Service In The It/Social Media Marketing Era: Reverting To A Zero-Sum Game, Jon Martin

AMTP Proceedings 2019

During the past 10-15 years marketers and consumers have increasingly pondered and discussed if customer service has improved or declined. During this time we’ve experienced the great marketing power of IT and social media but have also heard and/or shared many “horror stories” of poor customer service in a changing marketplace. Which is true? Has customer service declined, improved, and/or merely changed? The answer is simply, “YES - all of the above”. However, the key challenge, for both consumers and marketers, is not so much a “yea vs. nay” determination, but to better examine the what, why, and how of …

Does Media Mirror Reality? A Content Analysis Of Family Portrayal In Children's Advertising And Programming, Elise Johansen Harvey

AMTP Proceedings 2019

The purpose of this paper is to demonstrate the extent to which the portrayal of family in children's advertising and programming reflects changes in family structure in the U.S. Just as realistic representations of gender roles in advertising and the media have slowly become more common as gender roles have changed in society, so too should realistic representations of families become more mainstream in advertising and the media as the definition of family changes in society. The issue is especially important in the realm of children's advertising given children’s extensive television viewing. Children’s high exposure to media and advertising exposes …

Consumer Social Identity And Competition, Hyewon Park, Rajeev Tyagi

AMTP Proceedings 2019

Consumers belong to various social groups and their social identity plays an important role in their purchase decisions. By buying products that are associated with their social group, consumers can show who they are and which social group they belong to (e.g., iPhones rather than android phones for "cool" professionals, t-shirts with sports logos rather than with hipster logos for athletic teenagers, and Tesla rather than BMW for environmentally-conscious moms). Consuming a product identified with its social group yields a consumer a benefit in being able to show to both in-group and out-group consumers which group she belongs to. There …

Bridging The Gap Between Public Opinion Research And Consumer Marketing Research: Insights Into U.S. Shoppers Of Organic Foods, Marilena O. Vilceanu, Olivia Grasso, Kristine Johnson

AMTP Proceedings 2019

The primary goal of this study embraces Hughner and team’s (2007) directive to focus new research on the growing segment of occasional consumers of organic and natural foods, rather than limit the search for consumer insights to the small, elitist groups of deeply committed consumers. Research questions address the demographics, attitudinal, and behavioral characteristics that identify organic foods as a premium product. Primary recommendations for marketing practitioners include focusing on higher income consumers, especially married individuals, who live in highly populated areas; creating a pleasant shopping experience; promoting non-food related organic items, and investing in brand presence and salience.

Best Practices In Digital Content Marketing For Building University Brands, Julie M. Pharr

AMTP Proceedings 2019

This paper explores and proposes the use of digital content marketing as a means of brand-building for colleges and universities. The paper reviews and synthesizes literature on the state of the art in digital content marketing in order to identify best practices. Effective techniques, some based on empirical testing, are applied to the use of digital content marketing by higher education institutions.

“Tipping Required”: Development Of A Model To Understand Customer Reactions To Non-Voluntary Tipping Systems, Ismail Karabas, Jeff Joireman

AMTP Proceedings 2019

This paper examines customer response to non-voluntary tipping systems as an emerging trend in the servicescape. A non-voluntary tipping system is a form of service inclusive pricing (e.g., increasing menu prices, automatically charging a percentage of tip on the final bill regardless of table size). Across four experiments, results suggest that non-voluntary tipping leads to higher customer anger than voluntary tipping, which leads to lower return intentions. The results also show a larger difference in customer response (customer anger, return intentions) to non-voluntary and voluntary tipping systems under high service quality than low service quality. The mediating role of the …

“Not So Fast! Let’S Find Your Optimal Delivery Time!”: The Impact Of Delivery Time On Retailer Profit In A Heterogeneous Market, Saman Modiri, Scott Fay

AMTP Proceedings 2019

In order to make online shopping more attractive to consumers, many retailers have endeavored to reduce the time between when an order is placed and when it is received. The cost of delivery and logistical challenges are obvious impediments to faster delivery. In this paper, we examine how other factors, including the presence of physical channels and consumer heterogeneity (in shopping preferences and product valuations), impact the optimal delivery time. To isolate the effects of these alternative factors, we ask whether faster delivery is always profitable even if it is costless to the firm and if there is no logistical …

Analyzing True Loyalty In The Middle Eastern Market: Brand Preference And Brand Insistence, Larry P. Pleshko, Richard A. Heiens

AMTP Proceedings 2019

The purpose of this study was to investigate loyalty profiles in among consumers of western-style coffee shops within the emerging market of Kuwait. The loyalty profiles were developed based on the typology presented by Dick & Basu (1994), where buyers can be truly loyal, spuriously loyal, latently loyal, or not loyal to a specific brand. Added to these four loyalty types are the inclusion of two specific true loyalty categories, preferent true loyalty and insistent true loyalty. The study presents evidence that a large proportion of customers fall into the true loyalty category. However, only about five percent of the …

Investigating The Effects Of Personalization On Brand Love: A Study Of Facebook, Trang P. Tran

AMTP Proceedings 2019

This paper investigates how personalized advertising affects customer brand relationship in social media. In particular, this paper develops and tests a conceptual model that captures the impact of perceived personalization on customer brand relationship through an online survey where respondents are free to describe a personalized ad they see on their Facebook.

Eight hypotheses are developed and tested using PLS-SEM. The results show that all hypotheses are accepted except for Hypothesis 7 (the effect of self-expressive brands on brand love). More specifically, the findings confirm that personalized advertising has an impact on consumer perceptions of a brand. Stated differently, as …

To Link Or Not To Link? Multiple Team Membership And Unit Performance, Eean R. Crawford, Cody J. Reeves, Greg L. Stewart, Stacy L. Astrove

Faculty Publications

Multiple team membership is common in today’s team-based organizations, but little is known about its relationship with collective effectiveness across teams. We adopted a microfoundations framework utilizing existing individual- and team-level research to develop a higher-level perspective on multiple team membership’s relationship with performance of entire units of teams. We tested our predictions with data collected from 849 primary care units of the Veterans Health Administration serving over 4.2 million patients. In this context, we found multiple team membership is negatively associated with unit performance, and this negative relationship is exacerbated by task complexity.

Managing Patient Expectations Through Understanding Health Service Experiences, Benedetta Crisafulli, Mohammad Wasil, Jaywant Singh, Sabine Benoit

Research Collection Lee Kong Chian School Of Business

The ever-increasing demand for health care services, together with heightened expectations for quality care, continue to put pressures on health care professionals. In this editorial, we introduce our perspective on managing patient expectations through gaining research insights on health service experiences of patients and their support network. Drawing upon research from social psychology, we examine the types of threat that typically confront patients during health care service experiences, and their subsequent coping strategies. We call for enhanced focus on social science research for effective delivery of high-quality health care services.

S-D Logic-Informed Customer Engagement: Integrative Framework, Revised Fundamental Propositions, And Application To Crm, Linda D. Hollebeek, Rajendra K. Srivastava, Tom Chen

Research Collection Lee Kong Chian School Of Business

Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interface remains tenuous, as explored in this paper. We develop an integrative, S-D logic–informed framework of CE comprising three CE foundational processes, which are required (for customer resource integration), or conducive (for customer knowledge sharing/learning) CE antecedents. While customer resource integration, in some form, extends to coincide with CE, customer knowledge sharing/learning can also do so. We also identify three CE …

Perceived Product Creativity And Mental Contrasting: Desired Future On Consumers’ Product Replacement Decisions, Yong Seok Sohn, Kun Woo Yoo, Jin K. Han

Research Collection Lee Kong Chian School Of Business

Consumers often imagine what it would be like to own a new product. Does engaging in such thoughts on desired future impact consumers’ purchase intentions, and if so, what is the underlying process? This study sets out to investigate the posed questions by assessing self-regulatory strategies consumers employ upon pondering on a desired future. Based on Oettingen’s fantasy realization model, the authors take a comparative approach of two modes on desired future—mental contrasting and indulging—en route to purchase intentions. In mental contrasting, an individual juxtaposes a desired future with his/her present reality, whereas, indulging is simply envisioning a desired future. …

Professionalism Kills The Trading Star: Explaining Member Participation In Trading Communities, Sabine Benoit, Jens Hogreve, Christina Sichtmann, Nicola Bilstein

Research Collection Lee Kong Chian School Of Business

Trading communities provide non-commercial members with an online platform on which to exchange goods. Its success depends on member participation; however, little is known about its drivers. Based on literature we identify five drivers. To capture their impact over time,we test a latent growth curve model with longitudinal data, comparing the effects at an initial point of time with their impact on the growth of member participation over three subsequent periods. The results show that providers’ responsiveness and community identification have a positive effect on the initial level, but not on growth. Members’ enjoyment has no level effect, but a …

An Evaluation Of The Forecast Performance Of Dsge And Var Models: The Case Of A Developing Country, Shahzad Ahmad, Adnan Haider

Business Review

This paper estimates a DSGE model and three versions of VAR models (VARX, BVARX and BVAR) to analyze forecasting performance of these models in context of Pakistan. VAR models and a medium-scale DSGE model are estimated using quarterly data (1980Q4-2017Q2). Expanding window recursive out-of-sample forecasts for GDP growth, call money rate, CPI inflation and percent change in exchange rate are generated and compared over the period 2009Q1-2017Q2. Forecasting performance is analyzed by the comparison of bias and root mean squared errors (RMSE). Analysis of forecasting performance over 1-8 quarters forecast horizon reveals that BVAR model provides relatively better forecast in …

Providing Protection For Better Outcomes: The Need For Boundary Walls At Schools In Pakistan, Abbas Ali Gillani

Business Review

This paper explores the importance of a boundary wall at school as a measure of protection and safety, by testing the correlation between a school having a boundary wall and its total enrolment. By using panel data estimation with year and district fixed effects we find that across all levels of schooling, having a boundary wall was correlated with higher total enrolment. Enrolment at primary, middle and high school was 4.0 per cent, 2.3 per cent and 3.0 per cent higher. Gender-wise breakup of the results shows similar correlation for both boys and girls at primary level. However, at middle …