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Full-Text Articles in Business
Conceptualizing The Consumer-Brand Relationship As A Truly Dyadic Process, Jamye Foster
Conceptualizing The Consumer-Brand Relationship As A Truly Dyadic Process, Jamye Foster
LSU Doctoral Dissertations
The consumer-brand relationship (CBR) has gained interest in recent years, but as currently conceptualized, it is limited to a parasocial relationship where the role of the brand is not acknowledged. In order to better understand the CBR, we have to ask several key questions: (1) What is the CBR? (2) What are consumer-brand interactions (CBIs)? And (3) How can we measure CBIs? The objective in Essay 1 is to develop a better understanding of the conceptual foundation of the CBR. This was accomplished through extensive review of relevant literature, which highlighted the need to consider the CBR as a truly …
Consumer Expectation Formation In Health Care Services: A Psycho-Social Model, Kenneth Randall Russ
Consumer Expectation Formation In Health Care Services: A Psycho-Social Model, Kenneth Randall Russ
LSU Doctoral Dissertations
A psycho-social model of consumer expectation formation in a health care services context was developed and tested. A field study involving obstetrical patients (n=171) at a large women’s specialty hospital in the southeast was conducted. Initial support for the structural model which posits that consumer expectations in health care services are multidimensional involving role, process, outcome, and service quality was found. Furthermore, the research identified that the uncertainty of a health service encounter may cause certain consumer segments to choose coping strategies and expectation processes based on their locus of control orientation from along a continuum ranging from “approach-active” to …
The Effects Of Employee Service Quality Provision And Customer Personality Traits On Customer Participation, Satisfaction, And Repurchase Intentions, Jeannie Denise John
The Effects Of Employee Service Quality Provision And Customer Personality Traits On Customer Participation, Satisfaction, And Repurchase Intentions, Jeannie Denise John
LSU Doctoral Dissertations
This research investigates customer-employee interaction during service encounters, and whether the relationships between customer personality traits and quality of the employee’s service delivery will impact the customer’s participation, satisfaction, and repurchase intentions. Consumer personality is differentiated in terms of the self-monitoring (Snyder 1987) and locus of control (Rotter 1966) traits. Service quality provision is manipulated in terms of technical versus functional quality inputs, and whether these inputs are provided in a positive (i.e., good/superior) or negative (i.e., bad/poor) manner. These manipulations yield four combinations of service quality inputs: 1) positive technical and functional quality inputs; 2) positive technical, but negative …