Pub Date : 2022-08-19DOI: 10.1108/mip-03-2022-0093
T. Lee, Ku-Ho Lin, Changdong Chen, Carmen Otero-Neira, G. Svensson
PurposeThis paper aims to examine the common denominators of measurement properties of a Triple Bottom Line (TBL) dominant logic for business sustainability through time and across business contexts.Design/methodology/approachThe method was based on a quantitative approach and a questionnaire survey in corporate Taiwan with a response rate of 68.5%.FindingsThis article uncovers and fortifies common denominators through time between oriental and occidental business contexts.Practical implicationsThe framework of TBL dominant logic for business sustainability establishes a toolbox for practitioners to examine economic, social and environmental elements as the marketing strategy in connection with business sustainability.Social implicationsThis enables to validate the framework of TBL dominant logic for business sustainability in previous research. Multiple dimensions are validated through time and across business contexts.Originality/valueThis study contributes to existing theory and previous research by fortifying the framework of TBL-dominant logic for business sustainability. The twenty-dimensional framework demonstrates universal measurement properties through time and across oriental and occidental business contexts.
{"title":"TBL dominant logic for sustainability in oriental businesses","authors":"T. Lee, Ku-Ho Lin, Changdong Chen, Carmen Otero-Neira, G. Svensson","doi":"10.1108/mip-03-2022-0093","DOIUrl":"https://doi.org/10.1108/mip-03-2022-0093","url":null,"abstract":"PurposeThis paper aims to examine the common denominators of measurement properties of a Triple Bottom Line (TBL) dominant logic for business sustainability through time and across business contexts.Design/methodology/approachThe method was based on a quantitative approach and a questionnaire survey in corporate Taiwan with a response rate of 68.5%.FindingsThis article uncovers and fortifies common denominators through time between oriental and occidental business contexts.Practical implicationsThe framework of TBL dominant logic for business sustainability establishes a toolbox for practitioners to examine economic, social and environmental elements as the marketing strategy in connection with business sustainability.Social implicationsThis enables to validate the framework of TBL dominant logic for business sustainability in previous research. Multiple dimensions are validated through time and across business contexts.Originality/valueThis study contributes to existing theory and previous research by fortifying the framework of TBL-dominant logic for business sustainability. The twenty-dimensional framework demonstrates universal measurement properties through time and across oriental and occidental business contexts.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122838523","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-08-16DOI: 10.1108/mip-05-2022-0185
Prashant Kumar, L. Hollebeek, A. Kar, J. Kukk
PurposeContemporary firms are increasingly focusing on enhancing the customer experience (CX) to gain a sustainable competitive advantage. However, despite the rapid growth of CX research from both the customer's and the firm's perspectives, the intellectual structure of CX research remains tenuous, thus requiring further investigation. Addressing this gap, the authors review and map the existing corpus of CX literature, from which important implications are drawn.Design/methodology/approachAfter inventorizing the CX literature (1997–2021), the authors apply bibliometric (e.g. co-citation) analysis to identify key CX articles and pertinent CX-publishing journals, followed by the identification of key CX research themes through network analysis.FindingsThe authors first document chief CX-publishing journals and articles and identify their respective contributions. The authors, then, derive five core CX themes, including CX through the customer journey, S-D Logic-informed CX, interactive service–based CX, CX in the servicescape and CX and consumption. The authors conclude by developing an agenda for future CX research based on the study findings.Originality/valueBy offering a pioneering analysis of the corpus of CX research (1997–2021), these analyses offer a pertinent theoretical contribution.
{"title":"Charting the intellectual structure of customer experience research","authors":"Prashant Kumar, L. Hollebeek, A. Kar, J. Kukk","doi":"10.1108/mip-05-2022-0185","DOIUrl":"https://doi.org/10.1108/mip-05-2022-0185","url":null,"abstract":"PurposeContemporary firms are increasingly focusing on enhancing the customer experience (CX) to gain a sustainable competitive advantage. However, despite the rapid growth of CX research from both the customer's and the firm's perspectives, the intellectual structure of CX research remains tenuous, thus requiring further investigation. Addressing this gap, the authors review and map the existing corpus of CX literature, from which important implications are drawn.Design/methodology/approachAfter inventorizing the CX literature (1997–2021), the authors apply bibliometric (e.g. co-citation) analysis to identify key CX articles and pertinent CX-publishing journals, followed by the identification of key CX research themes through network analysis.FindingsThe authors first document chief CX-publishing journals and articles and identify their respective contributions. The authors, then, derive five core CX themes, including CX through the customer journey, S-D Logic-informed CX, interactive service–based CX, CX in the servicescape and CX and consumption. The authors conclude by developing an agenda for future CX research based on the study findings.Originality/valueBy offering a pioneering analysis of the corpus of CX research (1997–2021), these analyses offer a pertinent theoretical contribution.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134328179","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-08-12DOI: 10.1108/mip-02-2022-0074
Paula Álvarez-González, Carmen Otero-Neira
PurposeMergers and acquisition are a very common part of business strategy. However, it is not clear if and how these processes affect customers. This study aims to assess banking M&A from the marketing perspective, by analyzing its impact on the customer loyalty.Design/methodology/approachThe study employed a purposive sampling method for collecting data from 232 respondents using a self-administered questionnaire. Variance-based structural equation modelling (PLS-SEM) was used for testing the proposed structural model.FindingsResults show that M&A integration does influence customers' perception of key variables like customer–company relationship, and their loyalty after the M&A. Findings highlight the relative importance of these variables and the potential influence of some moderators (customer orientation, speed of integration and communication). The most important antecedent of loyalty in a M&A situation is service quality followed by company image, products and prices, sales channels and sales force.Originality/valueThis paper explores the impact of M&A on clients by using customer survey data, an area that is still an under-explored field, in relation with the total number of articles on M&A that are published each year.
{"title":"Mergers and acquisitions success: examining customer loyalty","authors":"Paula Álvarez-González, Carmen Otero-Neira","doi":"10.1108/mip-02-2022-0074","DOIUrl":"https://doi.org/10.1108/mip-02-2022-0074","url":null,"abstract":"PurposeMergers and acquisition are a very common part of business strategy. However, it is not clear if and how these processes affect customers. This study aims to assess banking M&A from the marketing perspective, by analyzing its impact on the customer loyalty.Design/methodology/approachThe study employed a purposive sampling method for collecting data from 232 respondents using a self-administered questionnaire. Variance-based structural equation modelling (PLS-SEM) was used for testing the proposed structural model.FindingsResults show that M&A integration does influence customers' perception of key variables like customer–company relationship, and their loyalty after the M&A. Findings highlight the relative importance of these variables and the potential influence of some moderators (customer orientation, speed of integration and communication). The most important antecedent of loyalty in a M&A situation is service quality followed by company image, products and prices, sales channels and sales force.Originality/valueThis paper explores the impact of M&A on clients by using customer survey data, an area that is still an under-explored field, in relation with the total number of articles on M&A that are published each year.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122412689","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-19DOI: 10.1108/mip-08-2021-0254
Djonata Schiessl, J. Korelo, Helison Bertoli Alves Dias
PurposeDue to increasing use of the Internet to purchase products, this article aimed to investigate how poor experiences during online purchases lead consumers to perform webrooming.Design/methodology/approachThe authors performed three laboratory experiments and analyzed secondary data to investigate this issue.FindingsThe findings revealed that (a) poor online experiences increased consumers' intentions to perform webrooming (studies 1, 2 and 3); (b) frustration is a mechanism that explains why consumers choose to perform webrooming in the same or rival stores (Studies 1, 2 and 3); (c) Perceived channel integration increases consumer's intentions to perform webrooming in the same retailer (study 3).Originality/valueThis research contributes to webrooming literature by highlighting one more antecedent of this behavior and its psychological mechanism. To the authors’ knowledge, this research is the first one shedding light on the differentiation between webrooming in the same or rival stores. The findings also complement omnichannel literature by exploring how poor experiences and frustration change channel preferences. Finally, the article demonstrated how managers could retain consumers by improving channel integration.
{"title":"How online shopping experiences shape consumer webrooming behavior","authors":"Djonata Schiessl, J. Korelo, Helison Bertoli Alves Dias","doi":"10.1108/mip-08-2021-0254","DOIUrl":"https://doi.org/10.1108/mip-08-2021-0254","url":null,"abstract":"PurposeDue to increasing use of the Internet to purchase products, this article aimed to investigate how poor experiences during online purchases lead consumers to perform webrooming.Design/methodology/approachThe authors performed three laboratory experiments and analyzed secondary data to investigate this issue.FindingsThe findings revealed that (a) poor online experiences increased consumers' intentions to perform webrooming (studies 1, 2 and 3); (b) frustration is a mechanism that explains why consumers choose to perform webrooming in the same or rival stores (Studies 1, 2 and 3); (c) Perceived channel integration increases consumer's intentions to perform webrooming in the same retailer (study 3).Originality/valueThis research contributes to webrooming literature by highlighting one more antecedent of this behavior and its psychological mechanism. To the authors’ knowledge, this research is the first one shedding light on the differentiation between webrooming in the same or rival stores. The findings also complement omnichannel literature by exploring how poor experiences and frustration change channel preferences. Finally, the article demonstrated how managers could retain consumers by improving channel integration.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122210586","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-15DOI: 10.1108/mip-03-2022-0090
M. Nyadzayo, C. Leckie, L. Johnson
PurposeThis study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact value perception, satisfaction and loyalty.Design/methodology/approachThe conceptual model was tested using a nationwide survey from 430 Australian customers of Uber, using structural equation modeling.FindingsResults show that customer participation (CP) and innovativeness positively influence perceived value. Satisfaction is positively influenced by perceived value, innovativeness and relative advantage. Both perceived value and satisfaction drive loyalty. Yet, CP did not influence satisfaction. The study’s findings generally support the mediating roles of perceived value and satisfaction.Research limitations/implicationsCross-sectional data were used. Thus, the results only provide a snapshot of the relationships among constructs.Practical implicationsTo promote loyalty, service organizations emphasize how innovative aspects of services (innovativeness and relative advantage) can create value and satisfaction. Also, CP is critical in promoting customer perceived value and loyalty.Originality/valueBuilding on service-dominant logic (SDL), this study proposes a conceptual model investigating how perceived innovative aspects of service and CP influence perceived value, satisfaction and loyalty of service organizations.
{"title":"Customer participation, innovative aspects of services and outcomes","authors":"M. Nyadzayo, C. Leckie, L. Johnson","doi":"10.1108/mip-03-2022-0090","DOIUrl":"https://doi.org/10.1108/mip-03-2022-0090","url":null,"abstract":"PurposeThis study aims to investigate how customers' perception of service innovation aspects (innovativeness, service newness and relative advantage) and their participation impact value perception, satisfaction and loyalty.Design/methodology/approachThe conceptual model was tested using a nationwide survey from 430 Australian customers of Uber, using structural equation modeling.FindingsResults show that customer participation (CP) and innovativeness positively influence perceived value. Satisfaction is positively influenced by perceived value, innovativeness and relative advantage. Both perceived value and satisfaction drive loyalty. Yet, CP did not influence satisfaction. The study’s findings generally support the mediating roles of perceived value and satisfaction.Research limitations/implicationsCross-sectional data were used. Thus, the results only provide a snapshot of the relationships among constructs.Practical implicationsTo promote loyalty, service organizations emphasize how innovative aspects of services (innovativeness and relative advantage) can create value and satisfaction. Also, CP is critical in promoting customer perceived value and loyalty.Originality/valueBuilding on service-dominant logic (SDL), this study proposes a conceptual model investigating how perceived innovative aspects of service and CP influence perceived value, satisfaction and loyalty of service organizations.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129887157","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-13DOI: 10.1108/mip-03-2022-0111
D. Arli
PurposeThe purpose of this study is to show that the spread of conspiracy theories has resulted in many tragic incidents, such as January 6 Insurrection at the US Capitol Building. Interestingly, many of the conspiracy theory followers are religious individuals. In response to this phenomenon, this study will investigate the impact of religious (un)beliefs on consumer ethics. Secondly, this study will investigate the mediating role of conspiracy theory on consumer ethics. Finally, this study will investigate the moderating role of ethical ideology (i.e. relativism) on the relationship between consumers’ (un)belief (e.g. religiosity and atheism) and consumer ethics.Design/methodology/approachOverall, 328 participants living in the USA (32% female and 68% male) were recruited from Amazon Mechanical Turk (MTurk) in exchange for financial compensation.FindingsThe results show the negative impact of a belief in a conspiracy theory. These conspiracy beliefs can skew any individual irrespective of their beliefs or unbelief. Religious leaders, policymakers and educators need to keep this in mind when designing a campaign to reduce unethical behavior. Everyone is prone to conspiracy theories.Originality/valueThis is one of the first few studies exploring the impact of belief in conspiracy theories on consumers’ ethical beliefs. There are still limited studies investigating whether conspiracy beliefs lead individuals to engage in unethical behavior.
{"title":"Religion, conspiracy theory and consumer ethics: a moderated mediation analysis","authors":"D. Arli","doi":"10.1108/mip-03-2022-0111","DOIUrl":"https://doi.org/10.1108/mip-03-2022-0111","url":null,"abstract":"PurposeThe purpose of this study is to show that the spread of conspiracy theories has resulted in many tragic incidents, such as January 6 Insurrection at the US Capitol Building. Interestingly, many of the conspiracy theory followers are religious individuals. In response to this phenomenon, this study will investigate the impact of religious (un)beliefs on consumer ethics. Secondly, this study will investigate the mediating role of conspiracy theory on consumer ethics. Finally, this study will investigate the moderating role of ethical ideology (i.e. relativism) on the relationship between consumers’ (un)belief (e.g. religiosity and atheism) and consumer ethics.Design/methodology/approachOverall, 328 participants living in the USA (32% female and 68% male) were recruited from Amazon Mechanical Turk (MTurk) in exchange for financial compensation.FindingsThe results show the negative impact of a belief in a conspiracy theory. These conspiracy beliefs can skew any individual irrespective of their beliefs or unbelief. Religious leaders, policymakers and educators need to keep this in mind when designing a campaign to reduce unethical behavior. Everyone is prone to conspiracy theories.Originality/valueThis is one of the first few studies exploring the impact of belief in conspiracy theories on consumers’ ethical beliefs. There are still limited studies investigating whether conspiracy beliefs lead individuals to engage in unethical behavior.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127521869","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-11DOI: 10.1108/mip-03-2022-0134
Bo Wang
PurposeAlthough the evidence exists for the effect of promotional frame on repurchase intention, it is unclear whether the timing of repurchase can moderate the effect. In this paper, three experiments were conducted to answer this question.Design/methodology/approachIn Experiment 1, a 2 (framing: bundle vs. gift) × 2 (repurchase target: focal vs. supplementary) × 2 (timing: short vs. long) between-subjects design was used. In Experiment 2, an identical design was used except that repurchase target being the within-subjects factor. In Experiment 3, the design was based on that of Experiment 2 and brand was added a between-subjects factor.FindingsExperiment 1 showed that, with a short interval, repurchase intention under gift frame was higher than that under bundle frame. With a long interval, there was no significant difference between the gift and bundle frames. Experiment 2, however, indicated no effects for expensive products. Experiment 3 showed that brand (private versus national brand) moderate the interaction between framing, repurchase target and timing. Particularly, for private brand, no significant comparisons were found; for national brand, repurchase intention for the focal product was significantly higher than for the supplementary product, but only under the conditions of long interval and gift frame (rather than bundle frame).Originality/valueTaken together, findings from the current study contributes to the literature by showing for the first time that repurchase timing can moderate the promotional frame effect (i.e. higher repurchase intention under gift framing relative to bundle framing occurs in the short interval but not long interval) and that brand type can moderate the joint effects of framing, timing and repurchase target (i.e. national brand, rather than private brand, paired with long interval and gift frame results in higher repurchase intention for the focal product). The findings provide marketers with important knowledge in terms of how to adjust a promotional frame depending on when consumers repurchase a product and whether the product has a private or national brand.
{"title":"Does repurchase timing matter in promotional framing effect?","authors":"Bo Wang","doi":"10.1108/mip-03-2022-0134","DOIUrl":"https://doi.org/10.1108/mip-03-2022-0134","url":null,"abstract":"PurposeAlthough the evidence exists for the effect of promotional frame on repurchase intention, it is unclear whether the timing of repurchase can moderate the effect. In this paper, three experiments were conducted to answer this question.Design/methodology/approachIn Experiment 1, a 2 (framing: bundle vs. gift) × 2 (repurchase target: focal vs. supplementary) × 2 (timing: short vs. long) between-subjects design was used. In Experiment 2, an identical design was used except that repurchase target being the within-subjects factor. In Experiment 3, the design was based on that of Experiment 2 and brand was added a between-subjects factor.FindingsExperiment 1 showed that, with a short interval, repurchase intention under gift frame was higher than that under bundle frame. With a long interval, there was no significant difference between the gift and bundle frames. Experiment 2, however, indicated no effects for expensive products. Experiment 3 showed that brand (private versus national brand) moderate the interaction between framing, repurchase target and timing. Particularly, for private brand, no significant comparisons were found; for national brand, repurchase intention for the focal product was significantly higher than for the supplementary product, but only under the conditions of long interval and gift frame (rather than bundle frame).Originality/valueTaken together, findings from the current study contributes to the literature by showing for the first time that repurchase timing can moderate the promotional frame effect (i.e. higher repurchase intention under gift framing relative to bundle framing occurs in the short interval but not long interval) and that brand type can moderate the joint effects of framing, timing and repurchase target (i.e. national brand, rather than private brand, paired with long interval and gift frame results in higher repurchase intention for the focal product). The findings provide marketers with important knowledge in terms of how to adjust a promotional frame depending on when consumers repurchase a product and whether the product has a private or national brand.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116384580","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-11DOI: 10.1108/mip-04-2022-0161
Q. Le, Luc Phan Tan, T. Hoang
PurposeThis study aims to map existing literature on customer brand co-creation (CBC) in the context of social media and highlight multiple avenues for future research.Design/methodology/approachA systematic literature review (SLR) was used to identify relevant articles in Scopus and ISI Web of Science (WoS) databases to get access to the articles. The final sample of 59 articles on CBC on social media published from 2009 to 2021 was selected for review.FindingsThe findings clarified the conceptualization of CBC and revealed three groups of theories, seven groups of antecedents and two groups of consequences. Then, these components were synthesized into an integrative framework as a basis for further developing this research area.Originality/valueThe findings contribute to the implementation of branding strategies aimed at involving customers in co-creating value for the brand.
本研究旨在梳理现有关于社交媒体背景下消费者品牌共同创造(CBC)的文献，并为未来的研究提供多种途径。设计/方法/方法采用系统文献综述(SLR)法在Scopus和ISI Web of Science (WoS)数据库中识别相关文章，获取相关文章。最终样本为2009年至2021年发表的59篇关于社交媒体CBC的文章。研究结果澄清了CBC的概念，揭示了三组理论、七组前因和两组结果。然后，将这些组成部分综合成一个完整的框架，为进一步发展这一研究领域奠定基础。原创性/价值这些发现有助于实施旨在让顾客参与共同创造品牌价值的品牌战略。
{"title":"Customer brand co-creation on social media: a systematic review","authors":"Q. Le, Luc Phan Tan, T. Hoang","doi":"10.1108/mip-04-2022-0161","DOIUrl":"https://doi.org/10.1108/mip-04-2022-0161","url":null,"abstract":"PurposeThis study aims to map existing literature on customer brand co-creation (CBC) in the context of social media and highlight multiple avenues for future research.Design/methodology/approachA systematic literature review (SLR) was used to identify relevant articles in Scopus and ISI Web of Science (WoS) databases to get access to the articles. The final sample of 59 articles on CBC on social media published from 2009 to 2021 was selected for review.FindingsThe findings clarified the conceptualization of CBC and revealed three groups of theories, seven groups of antecedents and two groups of consequences. Then, these components were synthesized into an integrative framework as a basis for further developing this research area.Originality/valueThe findings contribute to the implementation of branding strategies aimed at involving customers in co-creating value for the brand.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"140 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123312068","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-08DOI: 10.1108/mip-01-2022-0009
Kangcheol Lee, Taeshik Gong
PurposeThis study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates.Design/methodology/approachData were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling.FindingsThe findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect.Originality/valueThis study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.
{"title":"Dysfunctional customer behavior and commitment to service quality","authors":"Kangcheol Lee, Taeshik Gong","doi":"10.1108/mip-01-2022-0009","DOIUrl":"https://doi.org/10.1108/mip-01-2022-0009","url":null,"abstract":"PurposeThis study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates.Design/methodology/approachData were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling.FindingsThe findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect.Originality/valueThis study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"223 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133609871","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-04DOI: 10.1108/mip-01-2022-0003
Jiale Huo, Yahong Jiang
PurposeThis paper aims to propose a new method for evaluating the effect of out-of-home (OOH) gamified advertising and verify the prediction effect of the method, especially based on emotional experience generated by interactions between individuals and gamified advertisements.Design/methodology/approachBy carrying out an offline gamification advertising experiment, this study uses multiple emotion models, pleasure–displeasure, arousal–no arousal and dominance–submissiveness (PAD) and Ortony–Clore–Collins, to examine the impact of 24 emotional experiences consumers have when engaging with gamified OOH advertising on the perceived effectiveness of advertising.FindingsThe findings reveal the correlation between the emotional experience and the effectiveness of gamified advertising. Multiple regression analyses demonstrate that the emotional experience model has an effective predictive effect on the effectiveness of gamified advertising.Originality/valueThe originality of this research is a new method for evaluating the effect of OOH gamified advertising, in particular the calculation of the valid emotional experience values brought by the emotional fluctuations in the interaction between consumers and gamified advertisements.
{"title":"Effectiveness evaluation for the gamification of out-of-home advertising","authors":"Jiale Huo, Yahong Jiang","doi":"10.1108/mip-01-2022-0003","DOIUrl":"https://doi.org/10.1108/mip-01-2022-0003","url":null,"abstract":"PurposeThis paper aims to propose a new method for evaluating the effect of out-of-home (OOH) gamified advertising and verify the prediction effect of the method, especially based on emotional experience generated by interactions between individuals and gamified advertisements.Design/methodology/approachBy carrying out an offline gamification advertising experiment, this study uses multiple emotion models, pleasure–displeasure, arousal–no arousal and dominance–submissiveness (PAD) and Ortony–Clore–Collins, to examine the impact of 24 emotional experiences consumers have when engaging with gamified OOH advertising on the perceived effectiveness of advertising.FindingsThe findings reveal the correlation between the emotional experience and the effectiveness of gamified advertising. Multiple regression analyses demonstrate that the emotional experience model has an effective predictive effect on the effectiveness of gamified advertising.Originality/valueThe originality of this research is a new method for evaluating the effect of OOH gamified advertising, in particular the calculation of the valid emotional experience values brought by the emotional fluctuations in the interaction between consumers and gamified advertisements.","PeriodicalId":402197,"journal":{"name":"Marketing Intelligence & Planning","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130180184","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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