| 1. |
- Biswas, Dipayan, et al.
(författare)
-
Sounds like a Healthy Retail Atmospheric Strategy: Effects of Ambient Music and Noise on Food Sales
- 2019
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer. - 0092-0703 .- 1552-7824. ; 47:1, s. 37-55
-
Tidskriftsartikel (refereegranskat)abstract
- Retail atmospherics is becoming an increasingly important strategic tool for stores and restaurants. Ambient music and background noise are especially important atmospheric elements given their ubiquity in retail settings. However, there is high variation in the volume of ambient music and background noise, with some stores/restaurants having very loud ambience and others having very quiet ambience. Given the variation in loudness levels at stores/restaurants, and the managerial ease of adjusting volume level, we investigate the consequences of ambient music (and background noise) volume on food choices and sales. A pilot study, two field experiments, and five lab studies show that low (vs. high or no) volume music/noise leads to increased sales of healthy foods due to induced relaxation. In contrast, high volume music/noise tends to enhance excitement levels, which in turn leads to unhealthy food choices.
|
|
| 2. |
- Bolton, Ruth N., et al.
(författare)
-
Designing satisfying service encounters : website versus store touchpoints
- 2022
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer. - 0092-0703 .- 1552-7824. ; 50, s. 85-107
-
Tidskriftsartikel (refereegranskat)abstract
- This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020) to integrate a comprehensive model of how touchpoints-websites or stores-influence the magnitude of customer responses to qualities of service encounters. A hierarchical linear model (HLM) was estimated using survey data describing the service encounters of 2.4 million customers with a global retailer. Online customers weighed cognitive and behavioral qualities more heavily than in-store customers, whereas they weighed emotional and sensorial qualities less heavily. Moreover, random effects in the HLM model indicated that each country and store would have unique clientele effects for specific qualities. Since each firm has limited resources, this research offers guidance on key qualities in designing satisfying service encounters for each touchpoint and how qualities should be standardized and customized in global omnichannel environments.
|
|
| 3. |
|
|
| 4. |
- Hock, Stefan, et al.
(författare)
-
Product recall effectiveness and consumers' participation in corrective actions
- 2024
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer Nature. - 1552-7824 .- 0092-0703. ; 52:3, s. 716-735
-
Tidskriftsartikel (refereegranskat)abstract
- Firms struggle to respond to product recalls and achieve high recall effectiveness, i.e., the percentage of affected consumers who participate in corrective actions. We present the first comprehensive study of recall effectiveness that analyzes a broader set of product categories, identifies managerially relevant drivers, outlines boundary conditions, and demonstrates the underlying psychological processes. Specifically, three studies investigate the impact of remedy choice, incident likelihood , and their interaction with firm reputation on recall effectiveness. In Study 1 (unique secondary data set), we show that remedy choice and incident likelihood each interact with the firm's reputation to influence recall effectiveness. In two subsequent experiments, we not only test the findings of the secondary data in a causal setting but also examine the underlying psychological process. We find that offering full remedy leads to higher recall effectiveness for high reputation firms and that recall effectiveness is higher for recalls with a high incident likelihood, but only for high reputation firms. In both cases, firms not only make consumers feel like they would benefit more from participating in the recall, but they also make them feel more comfortable in their ability to participate in the recall. These nuanced findings enable us to derive actionable guidelines for firms to increase recall effectiveness.
|
|
| 5. |
- Johanson, Jan, et al.
(författare)
-
Markets as networks: implications for strategy-making
- 2011
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer Science and Business Media LLC. - 0092-0703 .- 1552-7824. ; 39:4, s. 484-491
-
Tidskriftsartikel (refereegranskat)abstract
- Based on empirical studies of firm exchangeactivities in business markets, this paper outlines a businessnetwork view of the firm-market relationship, which differsfundamentally from the view assumed by neo-classicaleconomic theory. We define business networks as sets of connected business relationships. Thus business relationships and connections between relationships are the critical elements in the business network view. It is assumed, as suggested by the Uppsala internationalization process model, that an interplay between knowledge and commitment development is the mechanism that drives the relationship and network development process. Against this background the paper discusses how strategic change is analyzed in literature on alliances and networks. In conclusion the paper presents a set of propositions about strategy-making in business network settings.
|
|
| 6. |
- Mafael, Alexander, et al.
(författare)
-
Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity
- 2022
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer Nature. - 1552-7824 .- 0092-0703. ; 50:1, s. 174-194
-
Tidskriftsartikel (refereegranskat)abstract
- Firms struggle to respond to product recalls and manage post-recall customer satisfaction. In three studies, we examine the impact of firms’ remedy choice on satisfaction and provide evidence that firms’ post-recall remedy efforts are often not optimal. In Study 1 (field study), we estimate the longer-term effects of remedy on different satisfaction metrics and show that offering full remedy is much more important for low and high (vs. medium) brand equity firms, especially when failure severity is high. In Study 2 (experiment), we find further evidence that the positive impact of full remedy on satisfaction is moderated by brand equity in a u-shaped fashion. Finally, Study 3 (experiment) provides further evidence that the relationship between remedy and brand equity is contingent on failure severity. The findings contribute to the literature on firms’ management of negative relationship events and provide managers with the empirically grounded 5R guidelines to make better remedy decisions in response to product recalls. © 2021, The Author(s).
|
|
| 7. |
- Skålen, Per, et al.
(författare)
-
Exploring value propositions and service innovation : a service-dominant logic study
- 2015
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer US. - 0092-0703 .- 1552-7824. ; 43:2, s. 137-158
-
Tidskriftsartikel (refereegranskat)abstract
- This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.
|
|
| 8. |
- Vargo, Stephen Louis, et al.
(författare)
-
Emergence in marketing: an institutional and ecosystem framework
- 2023
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer Nature. - 1552-7824 .- 0092-0703. ; 51:1, s. 2-22
-
Tidskriftsartikel (refereegranskat)abstract
- Many core marketing concepts (e.g., markets, relationships, customer experience, brand meaning, value) concern phenomena that are difficult to understand using linear and dyadic approaches, because they are emergent. That is, they arise, often unpredictably, from interactions within complex and dynamic contexts. This paper contributes to the marketing discipline through an explication of the concept of emergence as it applies to marketing theory. We accomplish this by first drawing on the existing literature on emergence in philosophy, sociology, and the theory of complex adaptive systems, and then link and extend this understanding to marketing using the theoretical framework of service-dominant (S-D) logic, particularly as enhanced by its service-ecosystems and institutionalization perspectives. Our work recognizes both emergence and institutionalization as integral or interrelated processes in the creation, maintenance, and disruption of markets and marketing phenomena. We conclude by discussing implications for marketing research and practice. © 2022, The Author(s).
|
|
| 9. |
- Watson, Richard T., et al.
(författare)
-
U-commerce: Expanding the universe of marketing
- 2002
-
Ingår i: Journal of the Academy of Marketing Science. - : Springer Science and Business Media LLC. - 0092-0703 .- 1552-7824. ; , s. 333-347
-
Tidskriftsartikel (refereegranskat)
|
|
| 10. |
- Zackariasson, Peter, et al.
(författare)
-
Reflections on marketing in MMOGs
- 2009
-
Ingår i: AMS Quarterly. - 0092-0703. ; 9:3/4
-
Tidskriftsartikel (refereegranskat)abstract
- Recently, three of us took the occasion to reflect on the marketing opportunities that might exist within Massively Multiplayer Online Games or MMOGs for short (Zackariasson et al, 2008). That situation is conceptually fascinating because it conceivably permits one to market to individuals as they might want to be. Put another way, all MMOG interactions take place in a 3D graphical world that in some ways is a copy of the physical world.
|
|
