Marketing Commons^™

Experiential Or Instrumental? The Role Of Shared Responsibility In Academic Success, Joanne T. Cao, Jamye Foster, Gallayanee Yaoyuneyong, Alice Townsend

AMTP Proceedings 2018

This paper explores the notion of shared responsibility in an educational environment. Specifically, this study assesses the relationship between shared responsibility and service outcomes, such as value, satisfaction, and positive word-of-mouth, in a university housing context. Using general linear model, we find that students’ sense of shared responsibility affects hedonic and utilitarian value. In addition, students with a higher sense of shared responsibility were more satisfied and willing to recommend on-campus housing to others. Results of the study suggest a positive experience with student housing may increase student retention and offer recommendations for university residential managers.

Spies!, Sam Fullerton, Roger Brooksbank

AMTP Proceedings 2018

This article comprises two distinct components. First is the delineation of a typology that encompasses the various approaches by which marketers can track the behavior of an individual in the marketplace. A total of 17 broad approaches were identified. Associated with each technique is the issue of whether personal information is being extracted via the tracking process, whether consumers’ involvement is voluntary, and – if voluntary – what action was required on the part of the consumer. The 17 approaches are far from reflecting a homogeneous approach to the data gathering process. The second part of the study focused on …

Money, Marketing, And Missions: Ethics And The Structure Of Not-For-Profits, Karen Barbee, Stephen Lemay

AMTP Proceedings 2018

This article explores the relationship between the structure of not-for-profit organizations and the ethical issues, moral hazards, and public perceptions they are likely to face. It offers a preliminary taxonomy of organizations based on their structures and relates key ethical issues to each of those categories. It also ties these issues to the role that marketing plays in both creating and dealing with ethical issues.

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

AMTP Proceedings 2018

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 …

The Use Of Epistemology, Transactional Cost Analysis And Herding Behavior Theories To Explain Ethical Leadership, Mohammed Y.A. Rawwas

AMTP Proceedings 2018

This study examines the relationship between ethical leadership and employee creativity with mediating role of trust in leader and moderating role of openness to experience. Data were collected from 205 supervisor–subordinate dyads in cellular mobile operator companies across Pakistan. Confirmatory factor analysis confirmed the distinctiveness of variables used in our study. The results also confirmed that ethical leadership promotes creativity at workplace, while trust in leader mediates the effect of ethical leadership on creativity. Furthermore, the results also confirmed the moderation of openness to experience on the relationship between trust in leader and employee creativity. As expected, the relationship was …

Psychological Contract Breach And Customer Satisfaction: A Study Of Online Shopping, Hua Chang, Lingling Zhang

AMTP Proceedings 2018

Online shopping is becoming increasingly popular among customers in recent years. It offers customers numerous advantages and benefits, such as convenience in terms of time and place, better prices, and a variety of options. However, the number of customers who complain about online shopping is also increasing. Therefore, it is important for online retailers to better understand how customers respond to failures in customers’ online shopping.

Prior research on service failures and customer complaints has largely used expectation-dissatisfaction model to explain the phenomenon (e.g., McCollough, Berry, and Yadav 2000) and suggests approaches to address customer complaints (e.g., Hess, Ganesan, and …

Toward A Better Understanding Of Organic Products Consumption: The Key Role Of Consumers’ Involvement, Nataly Levesque, Frank Pons, Mahshid Omid

AMTP Proceedings 2018

Food consumption is at the base of human needs and represents an important part of our everyday life (Gottschalk & Leistner, 2013). Furthermore, the organic food market is probably the most promising sector of the global food industry (Tarkiainen & Sundqvist, 2009). However, the gap, often mentioned in the literature, between positive attitude towards organic products and actual behavior regarding these products still represents a major issue. Thus, in this paper, we propose to address this issue using an extended version of the Theory of Planned Behavior to explain parts of this gap and to highlight the crucial role played …

Travel Motivation Influence Attitudes Toward Cultural Souvenirs And Travel Intentions, Wei Wang, Gallayanee Yaoyuneyong, Pauline Sullivan, Brigitte Burgess

AMTP Proceedings 2018

This study identifies structural relationships between tourists’ travel motivations and attitudes toward cultural souvenirs and travel intentions. An online survey fielded through Amazon Turk yielded a purposeful sample of 893 respondents who were representative of the population of interest. Results reveal respondents prefer to travel during summer rather than during spring, winter, and fall seasons. Additionally, they desire to purchase souvenirs on family trips. Also, data analysis indicates travel motivations positively influence tourists’ attitudes towards cultural souvenir and travel intentions. Physical, relaxation, and pleasure motives influence travel motivations.

The Influence Of Consumer Habits In The Customer Journey: How The Habit Loop Can Change The Game, Charla F. Brown

AMTP Proceedings 2018

The role of consumer habit can be an undervalued predictor of purchase behavior. Habit literature gleans from psychology that the simple influence of a habit in relation to purchase behavior can be an ingrained act. Facets of habit literature recognize the driving influence of habits in consumer decision making, but there remains a disconnect between habit perpetuation and a marketer’s ability to influence it. What is often overlooked is the automatic response involved in the customer’s decision-making process. While there is intense focus in marketing curricula on consumer behavioral marketing, the extent of habit’s impact on consumer purchase decisions can …

#Fomo: How The Fear Of Missing Out Drives Consumer Purchase Decisions, Michelle Van Solt, Jessica Rixom, Kimberly Taylor

AMTP Proceedings 2018

The fear of missing out (FOMO), defined as “a pervasive apprehension that others may be having rewarding experiences from which one is absent” (Przybylski et al., 2013), has been seen as a motivator for individuals to take action. This paper focuses on consumers’ experiential purchase decisions motivated by FOMO. More specifically, we explore the situational factors that can lead to higher levels of FOMO including the social group (i.e., close vs. distant) and type of experiences (i.e., ordinary vs. extraordinary). We also distinguish FOMO from anticipated regret. Given that there is little empirical consumer research on FOMO, it is important …

Community Behind “In Return For An Honest Review”, Ania Izabela Rynarzewska

AMTP Proceedings 2018

With prevalence of online shopping, consumer reliance on consumer generated reviews increased tremendously over the last 22 years. It was Amazon.com, an online retailer who started consumer generated review in 1995. It has since been a major success and source of consumer trust. However, over the years, Amazon.com, academics and the news media noticed an increase of fake reviews whose purpose is to motivate consumers into purchasing a product based on those fictitious reviews. Amazon.com has been on a spree to catch numerous fake reviewers and fake review providers while academic research focused on how to recognize fake reviews, distributions …

Why I Purchase What I See On Facebook: Comparing The Impact Of Electronic Word-Of-Mouth Between Hispanic And Non-Hispanic Consumers, Nivia Escobar, Sindy Chapa

AMTP Proceedings 2018

This study aims to explore the role of the adoption and consumption of Facebook on Electronic Word-Of-Mouth (eWOM) among Hispanics versus African Americans, Asians, and Non-Hispanics Whites in the United States, whilst exploring the impact of attitudes towards eWOM on the likelihood to purchase something because of the “Likes” on Facebook. A national panel was used to collect the data and an ANOVA test was conducted to test the hypotheses. The results indicated Non-Hispanic White consumers were significantly less likely to use WOM than Hispanic, African Americans and Asians. Overall, Hispanics were found to be more likely than any other …

Understanding Differences In The Dimensions Of Brand Loyalty Among Generational Cohorts In The Carbonated Beverage Category, Neleen Leslie, Petula Senior

AMTP Proceedings 2018

This study explores generational differences in the antecedents of brand loyalty in the carbonated beverage category. Eight loyalty dimensions were examined across three generational cohorts: Millennials, Generation X and Baby Boomers. Results indicate partial support for the study hypothesis. Significant generational differences were only observed for some loyalty dimensions and in most of those cases, Baby Boomers recorded significantly higher scores than Millennials but were not significantly different than other groups. There were also very few differences between Millennials and Generation X.

A New In-Store Digital Landscape: Effect On Engagement, Innovativeness, And Unplanned Grocery Shopping Outcomes, Dale Cake, Vikas Agrawal, Douglas Johansen

AMTP Proceedings 2018

Digital technologies are having a profound effect on the path to purchase in a grocery retail environment. Secondary research data on shopping habits is used to analyze the relationship of consumer digital technology use, a consumer’s innovativeness, and consumer engagement with unplanned grocery shopping behavior within a grocery store environment. Findings indicate that all of three variables have a direct, significant effect on unplanned grocery shopping outcomes and that innovativeness has a direct effect on engagement. Future study will consider the impact of key market segments, shopping situations and digital technology types.

Growing Apart: Collectivism And Acculturation, Sean Sawicki, Sindy Chapa

AMTP Proceedings 2018

Geert Hofstede’s cultural research serves as a guide to understanding how the different dimensions (collectivism/individualism, power distance, uncertainty avoidance, masculinity/femininity, indulgence, and short-/long-term orientation) vary between cultures and ethnicities. However, little research exists to show the relationship that exists between acculturation and these dimensions—specifically, with collectivism. Because Hispanics rank exceptionally high with collectivism, this research aims to explore the relationship between acculturation of Hispanics and collectivism. Suggestions as it pertains to findings as well as future research are included.

Gender And Cybersecurity: Consumer Awareness, Experience And Trust, M. Olguta Vilceanu, Kristine Johnson

AMTP Proceedings 2018

In light of the growing epidemic of cyberattacks, it is important to understand how different groups within the general population connect information with attitudes and behaviors. Internet transactions become less of an option and more of a requirement for consumers and the workforce. This study explored the connection between awareness, experience, and trust with the goal of identifying communication strategies that will ultimately steer consumers toward healthy cyberbehaviors. Consumer trust in government and business organizations is the desired status quo for everyone. Awareness and experience are important modifying factors and both are addressable through strategic consumer communication campaigns. Understanding the …

A Framework For Using Customer Journey Mapping Alongside Digital Content Marketing To Build The College Brand, Julie M. Pharr

AMTP Proceedings 2018

This paper illustrates how customer journey mapping can be applied in colleges and universities to facilitate content-rich branding. A customer journey map for higher education is created and illustrates how a student’s journey may be broken into phases of prepurchase, purchase, and postpurchase. Each stage is subdivided to show important touchpoints that occur in that stage. Touchpoints may be firm-initiated or customer-initiated, but research shows that customerinitiated touchpoints are becoming increasingly more numerous. The paper demonstrates how content-rich branding, through reliance on the use of relevant content, can be used to stimulate frequent positive customer-firm interactions. Customer journey analysis is …

There’S Never Enough: A Taxonomy Of Online Retail Scarcity Cues, Tyler Hancock, Jennifer L. Stevens, Stacie F. Waites

AMTP Proceedings 2018

E-commerce continues to change the landscape of modern retail. Consider for instance that the majority of consumers (81%) now begin the decision making process with online searches (Morrison, 2014). Not only are more people researching products online, but consumers are increasingly purchasing those products online as well. This past November, the United States experienced its biggest online shopping day in history (Peterson, 2017). A record $6.59 billion was spent shopping online during Cyber Monday, a figure that is up 17% from 2016 (Rubin, 2017). Of course, perceived scarcity fuels the thrill of the hunt contributing to these enormous expenditures. A …

Measuring The Effectiveness Of Nba Marketing Techniques: A Comparison Between Small And Large Market Teams, Kyle Ronkartz, Ronald Dick, Christopher Atwater, Robert Baker, Craig Esherick

AMTP Proceedings 2018

“NBA teams use a variety of marketing techniques to try to increase game attendance.” (Dick and Turner 2007) Past studies have been done on comparisons of marketing techniques in different seasons (Dick and Sack, 2003), and the comparison of value between fans and marketing directors (Dick and Turner, 2007). Thus, this study is focused on comparing the difference in the value of marketing strategies between “small” market and “large” market teams in the NBA. This study will give us a better understanding on the difference in marketing techniques for “small” market teams compared to the “large” market teams.

Sports Logistics Outsourcing: A Conceptual And Qualitative Study In The Equine Industry, Stephen E. Genchev, Gordon Gray, Stacia Wert-Gray

AMTP Proceedings 2018

The equine industry, despite its considerable impact on the economy, remains overlooked in contemporary supply chain research. The current paper aims at narrowing the gap along two directions: First, the equine industry supply chain is conceptualized, and its main participants and relationships involved are identified. Second, the complex nature of these relationships is illustrated within the context of a specific strategic decision, outsourcing. For years, outsourcing was considered a formal transaction-cost economics decision with little or no consideration for additional factors. This limiting perspective provides the stimulus for the current study’s use of a qualitative approach to get a better …

Enhancing The Fan Experience In The Sport Industry, Christ Croft, Dennis Phillips, Brian Crow

AMTP Proceedings 2018

Much attention has been given lately to the term “fan experience”, often in the context of improved Wi-Fi connectivity, larger video boards, game-day smartphone apps, and entertainment during every stoppage of play (Muret, 2014; Kaplan, 2014). What is often overlooked in this focus on technology is the human element; namely, how game-day staff and team personnel interact with guests. These interactions can include security checkpoints, providing accurate information, crowd management, parking control, access control, and all other guest touchpoints. When staff members work in a culture of service, these guest interactions will reflect positively on your venue.

Gap Analysis For Student Attendance At Collegiate Athletic Events: A Demonstration Project Update, Michael Latta, Mark Mitchell

AMTP Proceedings 2018

The day after winning the 2016 NCAA College World Series, Coastal Carolina moved from the Big South Conference to the Sun Belt Conference. This move required a ‘step-up transition’ in Football from Football Championship Series (FCS) to Football Bowl Series (FBS) competition. This transition will require increased investment in student scholarships, facilities, and travel. And, the University must increase its average paid attendance for home football games by 50% more than its former stadium capacity. Researchers in the business school updated an earlier study of student attendance at collegiate athletic events in order to provide value-added and impactful information to …

Sports Marketing Field Trips: Student Expectations, Perceived Benefits, And Proactivity, Sam Fullerton, Tammy Mccullough, Robert Twells

AMTP Proceedings 2018

A sample of 191 sports marketing students responded to a survey that focused on issues germane to attending sports marketing field trips. The results indicate that there is an understanding that these types of events are important to those seeking a career in the sports marketing industry. This study examines expectations on the part of two segments: students who attended at least one event and students who attended none of the five field trips scheduled for the 2016-17 academic year. The results indicate that the primary reason students did not attend is a scheduling conflict. It also delineates the benefits …

Virtual Reality, A New Channel In Sports Consumption, Ania Izabela Rynarzewska, Steven Mcclung

AMTP Proceedings 2018

The purpose of this study is (1) to determine factors that affect virtual reality adoption by sports fans, and (2) to evaluate consumer expectations related to the introduction of virtual reality. Based on the Technology Acceptance Model, modified for the purpose of this study, it was predicted that sports related information consumption via different media will affect consumer expectations of sports related information accessibility after adoption. Further, attitudes toward virtual reality were predicted to positively affect the likelihood of adoption. Results suggest that attitude toward virtual reality, frequency of sports related information consumption, and expected improvements to information consumption after …

A Preliminary Model Reflecting The Potential Contributions Shared By The Four Parties Within The Realm Of Sports Sponsorship, Carol L. Bruneau, Sam Fullerton

AMTP Proceedings 2018

Sports sponsorships have become an increasingly large investment for many organizations. IEG (citation) has forecast that in 2017, total global sponsorship spending will be approximately $62.8 billion, up 4.2% from 2016 expenditures. Close to 70%, or almost $44 billion, of total sponsorship spending will be directed towards the sponsoring of sports events, leagues, teams and individual sports personalities. And the bulk of these investments will be implemented by marketers such as McDonald’s and Coca-Cola in efforts to create a sports overlay so as to increase demand for nonsports products. Who benefits from this outpouring of money by companies? Of course, …

Comic Relief: The Impact Of Humorous Response In Service Recovery On Brand Perceptions, Lindsay R.L. Larson, Hyunju Shin

AMTP Proceedings 2018

While the use of humor appeals has been long researched in the area of advertisement, its role in service recovery is all but non-existent. Using humor during a time of service failure could help a firm diffuse tension with the surprise of eliciting a laugh; however it could also backfire and be perceived as inappropriate. The current study investigates the potential for humor to be utilized in responding to a service failure scenario, and the moderating role of individual differences in need for humor. In a scenario-based experiment, 183 participants were exposed to either a humorous or non-humorous email from …

Perceived Costs And Benefits Of Being A Resident In A Tourism Destination Location, Michael Musante

AMTP Proceedings 2018

Destination marketing is a form of tourism marketing that promotes a region or an event in order to increase the number of visitors. The underlying goal behind the efforts is the prospect of economic gains for the region. Destination marketing organizations such as tourism boards are taking on a more prominent role as they seek to promote a region as a vacation area, or more narrowly, promote a festival or special event.

While new guests to a region can result in increased employment opportunities and generate revenues for businesses, the influx of visitors can also lead to negative consequences. Within …

The Role Of Consumer Self-Concept, Gary R. Holmes, Clinton Amos, Lixuan Zhang

AMTP Proceedings 2018

The growing shift to niche strategies has created a need for context specific research to address issues faced by today’s marketing manager and to determine whether longstanding consumer self-concept issues are pertinent in niche markets. Regarding the context of retailing and the ability of retailers to serve the desires of individual self-identities, streams of research regarding consumer self-concept, store image, service quality, loyalty, and share of wallet have been prominent in research. However, to the best of our knowledge, these concepts have not been concurrently empirically examined in a niche market context. This study addresses this gap by examining the …

The Impact Of Gender And Agentic-Communal Orientations On Consumer Skepticism About Corporate Social Responsibility, Kevin P. Newman, Rebecca K. Trump

AMTP Proceedings 2018

Companies are increasingly emphasizing corporate social responsibility (CSR). However, consumers are often skeptical of the sincerity of companies’ CSR claims, particularly when the claim comes directly from the company. This research examines how the gender and genderrelated characteristics of a company’s spokesperson can alleviate CSR skepticism. Study 1 finds that consumers are less skeptical of a company’s CSR claim when it is made by a female (vs. male) spokesperson. Study 2 expands on this by finding that female consumers are less skeptical of a company’s CSR efforts when they are promoted by a communal spokesperson. In contrast, male consumers are …

Understanding A Mechanism To Enhance Perceived Quality And Brand Loyalty In Social Media: The Role Of Personalizatio, Tyler Shanahan, Trang P. Tran

AMTP Proceedings 2018

A growing number of researchers have examined the effects of personalized advertising in traditional media, but little has been developed to examine the effects of a personalized ad of a brand on social media (i.e., Facebook). The primary objectives of this research are (1) to develop a comprehensive model detailing the role personalization plays in the development of consumer perception about a specific brand; (2) test the hypothesized relationships via online survey and (3) understand the effects of personalized messages as it relates to consumer purchasing behaviours related to a particular brand. The model is tested using data collected from …