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Full-Text Articles in Business
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most …
Are Some Comparative Nutrition Claims Misleading? The Role Of Nutrition Knowledge, Ad Claim Type And Disclosure Conditions, J. Craig Andrews, Scot Burton, Richard G. Netemeyer
Are Some Comparative Nutrition Claims Misleading? The Role Of Nutrition Knowledge, Ad Claim Type And Disclosure Conditions, J. Craig Andrews, Scot Burton, Richard G. Netemeyer
Marketing Faculty Research and Publications
As the regulator of all national food advertising, the Federal Trade Commission (FTC) has expressed concern that consumers may be misled by certain comparative nutrient content claims in advertising. To help examine this issue, primary food shoppers were recruited and interviewed in three U.S. markets according to generally accepted procedures for advertising copy tests. The study employs a 2 (ad claim type) x 2 (nutrition knowledge) x 4 (disclosure type) between-subjects design using manipulated print advertisements. Misleading generalizations for absolute levels of sodium content beyond that of control ads are found for both specific and general nutrient content claims from …
Nutrition Ad Claims And Disclosures: Interaction And Mediation Effects For Consumer Evaluations Of The Brand And The Ad, Scot Burton, J. Craig Andrews, Richard G. Netemeyer
Nutrition Ad Claims And Disclosures: Interaction And Mediation Effects For Consumer Evaluations Of The Brand And The Ad, Scot Burton, J. Craig Andrews, Richard G. Netemeyer
Marketing Faculty Research and Publications
The effects of ad disclosure information on evaluations of the brand, the advertisement, and purchase intentions are postulated to vary across different ad claim types. In addition, consumers' product health perceptions are hypothesized to mediate the effects of the disclosure information and ad claim type on brand and ad-related evaluations. Results from a between subjects' experiment show that the health perception measure mediates the effect of the disclosure on brand and ad evaluations, but the interaction between the ad claim type and the disclosure is not mediated by the inclusion in the model of consumers' product health perceptions.