| 1. |
- Kristensson, Per, 1969-, et al.
(författare)
-
Influencing consumers to choose environment friendly offerings : Evidence from field experiments
- 2017
-
Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 76, s. 89-97
-
Tidskriftsartikel (refereegranskat)abstract
- The objective of this article is to examine a set of ways to influence consumer behavior toward making more environmentally friendly choices. We conducted three different studies to investigate (1) what consumers think would influence their behavior, (2) how several question-based verbal influence strategies nudge consumer behavior in one direction or another, and (3) how question-based written influence strategies influence consumer behavior. The findings reveal a discrepancy between what consumers think would influence behavior and what actually does influence it. In addition, under all verbal and written experimental conditions, influence strategies led to consumer change toward environmentally friendly offerings compared with alternative non-environment friendly offerings. The discussion highlights possible explanations for the results, managerial implications, the study's limitations, and suggestions for future research, with a special emphasis on research into factors that can change consumer behavior.
|
|
| 2. |
- Berg, Hanna, et al.
(författare)
-
Spreading joy : examining the effects of smiling models on consumer joy and attitudes
- 2015
-
Ingår i: Journal of Consumer Marketing. - : Emerald. - 0736-3761 .- 2052-1200. ; 32:6, s. 459-469
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to examine consumer response to pictures of smiling models in marketing, focusing on the roles of emotional contagion from the smiling models and the perceived typicality of marketing with smiling models. Design/methodology/approach - This paper reports the findings from three experimental studies, comparing consumer response to two versions of an advertisement (Study 1) and a packaging design (Study 2 and 3), including either a picture of a smiling or a non-smiling model. To measure consumer response, a combination of self-report questionnaires and eye-tracking methodology was used. Findings - The pictures of smiling models produced more consumer joy and more positive attitudes for the marketing. The positive effects on attitudes were mediated by consumer joy, and the effects on consumer joy were mediated by the perceived typicality of the marketing with smiling models. Originality/value - Despite the ubiquity of photos of smiling faces in marketing, very few studies have isolated the effects of the smile appeal on consumer response to marketing objects. By comparing marketing where the same model is shown smiling or with a neutral facial expression, the positive effects were isolated. The roles of emotional contagion and perceived typicality in this mechanism were also examined and implications of the findings for research and practitioners are discussed.
|
|
| 3. |
|
|
| 4. |
- Singh, Reema, et al.
(författare)
-
There is no place like home : home satisfaction and customer satisfaction in online grocery retailing
- 2022
-
Ingår i: International Review of Retail, Distribution and Consumer Research. - : Informa UK Limited. - 0959-3969 .- 1466-4402. ; 32:4, s. 370-387
-
Tidskriftsartikel (refereegranskat)abstract
- This study acknowledges that home is a central and valenced place for most people, and therefore it is assumed that (a) the content in people’s general category for home issues can be activated easily, particularly by various home-related stimuli, and that (b) the affective charge of such content can have a valence-congruent impact on evaluations of home-related stimuli. These assumptions were the basis for two empirical studies carried out in an online grocery shopping context with respect to home delivery. Both studies indicate that home satisfaction had a positive influence on satisfaction with home delivery–and that home satisfaction had an indirect and positive influence of overall satisfaction with the retailer that provides home delivery. These findings, then, emphasize the need to ‘emplace’ the contemporary online shopper: although the shopper faces an abundance of alternatives only a mouse-click away, he or she is still emplaced in an environment when orders are placed and when goods are received. And when this environment is home, it is particularly likely to influence home-related offers.
|
|
| 5. |
|
|
| 6. |
- Söderlund, Magnus
(författare)
-
Service worker behavior and its spill-over effects
- 2015
-
Ingår i: The Nordic School: Service Marketing and Management for the Future. - Helsinki : CERS, Hanken School of Economics. - 9789522322845 ; , s. 397-420
-
Bokkapitel (övrigt vetenskapligt/konstnärligt)
|
|
| 7. |
|
|
| 8. |
- Colliander, Jonas, et al.
(författare)
-
Watching Others Receive Unearned Superior Treatment: Examining the Effects on Tourists Who Receive Less Than Their Peers
- 2019
-
Ingår i: Journal of Travel Research. - : SAGE Publications (UK and US). - 1552-6763 .- 0047-2875. ; 58:7, s. 1175-1192
-
Tidskriftsartikel (refereegranskat)abstract
- Different treatment of different customers has traditionally been seen as a typical characteristic of tourism services. This research investigates unearned superior treatment in the tourism industry as taking place in a social setting where customers are able to compare the service they receive to that of other customers. Moreover, we take the disadvantaged customers’ point of view and investigate the reactions of customers who receive comparably less than others in such situations. Our results indicate that those customers who receive less than others perceive the service exchanges as more unjust and therefore report lower levels of customer satisfaction and repatronizing intentions as well as higher levels of intentions to talk to others about their experiences. We further investigate whether decisions made by a single versus a group of employees affect the justice perceptions of the encounter. Implications for both research and practice are discussed.
|
|
| 9. |
- Lipkin, Michaela, et al.
(författare)
-
Preferential treatment in the service encounter
- 2014
-
Ingår i: Journal of Service Management. - : Emerald. - 1757-5818. ; 25, s. 512-530
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction.Design/methodology/approach - An experimental method is employed to examine the effects of providing customers with preferential treatment. The study involves four treatment groups with various combinations of receiving or not receiving preferential treatment.Findings - Customers perceived preferential treatment as relatively unjust. This was true for customers who received the preferential treatment and for those who did not. However, customer satisfaction among those receiving preferential treatment was enhanced, thus signaling that preferential treatment affects perceived justice and satisfaction differently. In addition, different contexts for receiving preferential treatment (i.e. receiving it alone or sharing it with another customer) produced different levels of customer satisfaction.Originality/value - The extant research on preferential treatment has failed to acknowledge that this treatment often occurs in the presence of several customers, which is likely to evoke perceptions of justice. At the same time, extant research on perceived justice in service situations has mainly focussed on service failures as antecedents of justice perceptions. This study attempts to extend theory on both preferential treatment and perceived justice in service-encounter settings.
|
|
| 10. |
|
|
