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Articles 1 - 5 of 5
Full-Text Articles in Marketing
Others’ Reactions To Service Recovery Efforts In Social Media: A Third-Party Justice Perspective, Minwoo Lee
Others’ Reactions To Service Recovery Efforts In Social Media: A Third-Party Justice Perspective, Minwoo Lee
Doctoral Dissertations
Service failures are inevitable incidents in hospitality settings due to the characteristics of hospitality offerings such as intangibility, heterogeneity, and inseparability. When service failures occur, effective service recovery effort should be made in order to redress such failures and improve customer satisfaction because service failures could negatively affect customers’ satisfaction and future behaviors. In the context of social media, firms’ service recovery efforts can be witnessed by the complainant’s family, close friends, other fan page members, and/or even unknown people who are connected and influenced through enormous social networks. However, no prior study has been found to investigate how and …
Do I Deserve To Spend? Social Support And Spending Pleasure, Kawon Kim
Do I Deserve To Spend? Social Support And Spending Pleasure, Kawon Kim
Doctoral Dissertations
Despite evidence of people posting their consumption experience on online social networks to fulfill the needs of social support, a systemic understanding of how social support obtained via online social networks affects post-consumption behaviors related to spending remains elusive. This dissertation aims to answer the question of how social support via online social networks affects consumer’s post-consumption behavior by investigating in what form and from whom consumers obtain online social support. To do so, the purpose of this dissertation is to examine how online social support from others influences perceptions of deservingness which then influences spending pleasure. This dissertation focuses …
Belief In A Just World: An Investigation Of Underdog Brand Effects, Jungyoung (Tiffany) Shin
Belief In A Just World: An Investigation Of Underdog Brand Effects, Jungyoung (Tiffany) Shin
Doctoral Dissertations
In today’s society, when companies neglect ethical or social issues involved in business practices, these types of behavior could result in consumer boycotts or anti-consumption. The majority of previous research in anti-consumption assumed that consumers’ brand avoidance is a result of a brand or a company’s moral failure, however, more recent research indicates that this may not be the case. In fact, consumer avoidance of a brand may happen as a result of brand positioning status in the marketplace – coined as “underdog effects”. Although it is still questionable how individuals make judgments about underdogs in the hospitality …
An Investigation Into The Effect Of Consumer Experience Tourism On Brand Loyalty And Purchasing Behavior, Robin M. Back
An Investigation Into The Effect Of Consumer Experience Tourism On Brand Loyalty And Purchasing Behavior, Robin M. Back
Doctoral Dissertations
Brand loyalty and repeat purchase intentions are accepted as important and inextricably intertwined phenomena in contemporary marketing literature, with many studies pertaining to this area. In order to achieve customer loyalty, it is important for companies to create strong bonds between their products or brands and consumers. Consumer Experience Tourism (CET) has been increasingly used as a strategic marketing tool in an attempt to strengthen such bonds, particularly by producers of frequently purchased consumer staples such as food and beverages. With no studies to date identified as having tested the effects of CET on medium to long-term consumer brand loyalty …
Enhancing Online Consumers' Anticipatory Behavior: An Application Of Transportation Theory, Seon Jeong Lee
Enhancing Online Consumers' Anticipatory Behavior: An Application Of Transportation Theory, Seon Jeong Lee
Doctoral Dissertations
Identifying effective persuasion strategies to encourage consumers’ anticipatory behaviors on the Internet is important for marketers. With the development of technology, consumers tend to access the Internet before they make any purchase decisions. However, the extant literature has not fully investigated the role of persuasion in the online environment. This study aims to explore a relatively new persuasion theory—transportation theory—in the online context to investigate the impact of sensory, brand relationship, and social review type cues on consumers’ transportation experiences in the online environment. This dissertation consists of two studies that examine how sensory attributes, and personal and situation factors …