首页 > 最新文献

Journal of Strategic Marketing最新文献

英文 中文
The power of posture: organizational reputation following product failures and the role of entrepreneurial orientation 姿态的力量:产品失败后的组织声誉与创业导向的作用
Q2 BUSINESS Pub Date : 2023-10-26 DOI: 10.1080/0965254x.2023.2275138
Kathryn Weaver, Parisa Haim Faridian
ABSTRACTPurpose The purpose of this research is to conceptually study the extent to which an entrepreneurial strategic posture intensifies or restrains the influence of a reputation-damaging event, namely, a product failure, on the subsequent Organizational Reputation. Much of the literature agrees on the idea that firms exhibiting an entrepreneurial behavior largely outperform more conservative firms, but the current research acknowledges a setting in which signaling a certain subdimension of entrepreneurial orientation can reduce or enhance the negative consequences of a product failure.Findings The current research offers propositions arguing that signals of an entrepreneurial orientation high in proactiveness, risk-taking, and innovativeness are likely to reduce the negative consumer-perceived Organizational Reputation resulting from a product failure, while signals high in competitive aggressiveness and autonomy are likely to trigger more severe negative perceptions of firm reputation.Research Limitations This research is limited by its focus on a specific setting, reputation-damaging events, and its focus on merely one strategic posture, entrepreneurial orientation. Another limitation is the lack of current empirical research to test our propositions.Contributions Integrating attribution and signaling theories contributes to the entrepreneurial orientation literature by recognizing a setting in which this type of strategic posture may prove to be detrimental to the firm.KEYWORDS: Organizational reputationentrepreneurial orientationsignaling theoryattribution theory Disclosure statementNo potential conflict of interest was reported by the authors.
摘要本研究的目的是概念性地研究企业战略姿态在多大程度上加剧或抑制声誉损害事件(即产品失败)对后续组织声誉的影响。许多文献都同意这样的观点,即表现出创业行为的公司在很大程度上优于更保守的公司,但目前的研究承认,在这种情况下,创业取向的某个子维度的信号可以减少或增强产品失败的负面后果。目前的研究提出了这样的命题,即主动性、冒险性和创新性高的创业取向信号可能会减少消费者因产品失败而感知到的负面组织声誉,而竞争进取性和自主性高的创业取向信号可能会引发更严重的企业声誉负面感知。本研究的局限性在于其关注于特定的环境,声誉损害事件,并且仅关注于一种战略姿态,即创业导向。另一个限制是目前缺乏实证研究来检验我们的命题。整合归因和信号理论通过认识到这种类型的战略姿态可能被证明对公司有害的设置,为创业导向文献做出了贡献。关键词:组织声誉、创业导向、信号理论、归因理论披露声明作者未发现潜在利益冲突。
{"title":"The power of posture: organizational reputation following product failures and the role of entrepreneurial orientation","authors":"Kathryn Weaver, Parisa Haim Faridian","doi":"10.1080/0965254x.2023.2275138","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2275138","url":null,"abstract":"ABSTRACTPurpose The purpose of this research is to conceptually study the extent to which an entrepreneurial strategic posture intensifies or restrains the influence of a reputation-damaging event, namely, a product failure, on the subsequent Organizational Reputation. Much of the literature agrees on the idea that firms exhibiting an entrepreneurial behavior largely outperform more conservative firms, but the current research acknowledges a setting in which signaling a certain subdimension of entrepreneurial orientation can reduce or enhance the negative consequences of a product failure.Findings The current research offers propositions arguing that signals of an entrepreneurial orientation high in proactiveness, risk-taking, and innovativeness are likely to reduce the negative consumer-perceived Organizational Reputation resulting from a product failure, while signals high in competitive aggressiveness and autonomy are likely to trigger more severe negative perceptions of firm reputation.Research Limitations This research is limited by its focus on a specific setting, reputation-damaging events, and its focus on merely one strategic posture, entrepreneurial orientation. Another limitation is the lack of current empirical research to test our propositions.Contributions Integrating attribution and signaling theories contributes to the entrepreneurial orientation literature by recognizing a setting in which this type of strategic posture may prove to be detrimental to the firm.KEYWORDS: Organizational reputationentrepreneurial orientationsignaling theoryattribution theory Disclosure statementNo potential conflict of interest was reported by the authors.","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"3 3","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136376340","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}
引用次数: 0
Personalization, value co-creation, and brand loyalty in branded apps: an application of TAM theory 个性化、价值共同创造与品牌app的品牌忠诚度:TAM理论的应用
Q2 BUSINESS Pub Date : 2023-10-19 DOI: 10.1080/0965254x.2023.2269946
Gina A. Tran, Seth Ketron, Trang P. Tran, Robert Fabrize
ABSTRACTMany times, branded apps are rarely used after consumers initially download them, raising the question of how marketers can make these apps more useful to consumers.To that end, although the Technology Acceptance Model (TAM) has been well-documented in the information systems and marketing literatures, application of this theory in the branded app context is scarce. Building on the TAM and value co-creation literatures, this research explores how key functions of branded apps improve brand loyalty via personalization and value co-creation. Data were collected from young adults at two public universities using an online survey. The conceptual model was tested employing partial least squares structural equation modeling (PLS-SEM) with a sample of 372 branded app users. On the theoretical side, this study uniquely integrates TAM with value co-creation, while on the practical side, the findings confirm that branded apps provide an entertaining and personalized avenue to brand loyalty alongside more conventional mechanisms, such as customer relationship management and loyalty programs.KEYWORDS: Branded appsTAMbrand loyaltyvalue co-creationpersonalization Disclosure statementNo potential conflict of interest was reported by the author(s).Notes1. Since value co-creation is applied in the branding context, brand co-creation and value co-creation are used interchangeably throughout the paper.
【摘要】很多时候,品牌应用程序在消费者最初下载后很少使用,这就提出了营销人员如何使这些应用程序对消费者更有用的问题。为此,尽管技术接受模型(TAM)已经在信息系统和营销文献中得到了充分的记录,但该理论在品牌应用程序环境中的应用却很少。本研究以TAM和价值共同创造的文献为基础,探讨品牌app的关键功能如何通过个性化和价值共同创造来提高品牌忠诚度。数据是通过在线调查从两所公立大学的年轻人中收集的。采用偏最小二乘结构方程模型(PLS-SEM)对372名品牌应用用户的概念模型进行了检验。在理论方面,本研究独特地将TAM与价值共同创造结合起来,而在实践方面,研究结果证实,品牌应用程序与更传统的机制(如客户关系管理和忠诚度计划)一起,为品牌忠诚度提供了一种有趣和个性化的途径。关键词:品牌app品牌忠诚度价值共同创造个性化披露声明作者未报告潜在利益冲突。由于价值共同创造是在品牌语境中应用的,所以在整个论文中,品牌共同创造和价值共同创造是可以互换使用的。
{"title":"Personalization, value co-creation, and brand loyalty in branded apps: an application of TAM theory","authors":"Gina A. Tran, Seth Ketron, Trang P. Tran, Robert Fabrize","doi":"10.1080/0965254x.2023.2269946","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2269946","url":null,"abstract":"ABSTRACTMany times, branded apps are rarely used after consumers initially download them, raising the question of how marketers can make these apps more useful to consumers.To that end, although the Technology Acceptance Model (TAM) has been well-documented in the information systems and marketing literatures, application of this theory in the branded app context is scarce. Building on the TAM and value co-creation literatures, this research explores how key functions of branded apps improve brand loyalty via personalization and value co-creation. Data were collected from young adults at two public universities using an online survey. The conceptual model was tested employing partial least squares structural equation modeling (PLS-SEM) with a sample of 372 branded app users. On the theoretical side, this study uniquely integrates TAM with value co-creation, while on the practical side, the findings confirm that branded apps provide an entertaining and personalized avenue to brand loyalty alongside more conventional mechanisms, such as customer relationship management and loyalty programs.KEYWORDS: Branded appsTAMbrand loyaltyvalue co-creationpersonalization Disclosure statementNo potential conflict of interest was reported by the author(s).Notes1. Since value co-creation is applied in the branding context, brand co-creation and value co-creation are used interchangeably throughout the paper.","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135778911","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}
引用次数: 0
Unrestricted tobacco marketing prompts young adults to smoke in an emerging market: a study of emotional responses 在一个新兴市场,无限制的烟草营销促使年轻人吸烟:一项情绪反应的研究
Q2 BUSINESS Pub Date : 2023-10-12 DOI: 10.1080/0965254x.2023.2268667
Thi Bach Yen Tran, Ninh Nguyen, Steven Greenland, Muhammad Abid Saleem
ABSTRACTDespite tobacco manufacturers’ social responsibility claims about switching to less harmful products and strict marketing regulations, smoking is still being heavily promoted in emerging markets. This strategic paradox is highlighted by this research that provides fresh insights into young adult smokers’ exposure and reaction to unrestricted tobacco marketing in Vietnam. A survey with 440 responses tested a conceptual model relating the impacts of unregulated tobacco promotion on emotional responses (i.e. pleasure, arousal and dominance – PAD), and subsequent smoking approach behaviours. This model, tested using partial least square structural equation modelling, proved appropriate and well-explained by most constructs. The results demonstrated significant positive impact of tobacco marketing on young smokers’ emotions, particularly pleasure and arousal that increased smoking approach behaviours, such as smoking, tobacco purchase intention, seeking tobacco-related information and communicating with others about smoking. The need for more enforced evidence-based marketing regulations is highlighted and future research avenues discussed.KEYWORDS: Tobacco marketing exposurepleasure-arousal-dominanceirresponsible marketingtobacco regulationsyoung smokersemerging markets Disclosure statementNo potential conflict of interest was reported by the author(s).
尽管烟草制造商宣称要承担社会责任,转而生产危害较小的产品,并制定严格的营销法规,但在新兴市场,吸烟仍在大力推广。这项研究突出了这一战略悖论,为越南年轻成年吸烟者对无限制烟草营销的暴露和反应提供了新的见解。一项有440个回答的调查测试了一个概念模型,该模型涉及不受管制的烟草促销对情绪反应(即愉悦、兴奋和支配- PAD)以及随后的吸烟行为的影响。这个模型,使用偏最小二乘结构方程模型进行了测试,证明了大多数结构是合适的,并且可以很好地解释。研究结果表明,烟草营销对年轻吸烟者的情绪产生了显著的积极影响,尤其是愉悦和兴奋,增加了吸烟行为,如吸烟、烟草购买意愿、寻求烟草相关信息和与他人沟通吸烟。强调了加强以证据为基础的营销法规的必要性,并讨论了未来的研究途径。关键词:烟草营销,曝光,愉悦,唤醒,支配,不负责任的营销,烟草法规,年轻吸烟者,新兴市场披露声明,作者未报告潜在的利益冲突。
{"title":"Unrestricted tobacco marketing prompts young adults to smoke in an emerging market: a study of emotional responses","authors":"Thi Bach Yen Tran, Ninh Nguyen, Steven Greenland, Muhammad Abid Saleem","doi":"10.1080/0965254x.2023.2268667","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2268667","url":null,"abstract":"ABSTRACTDespite tobacco manufacturers’ social responsibility claims about switching to less harmful products and strict marketing regulations, smoking is still being heavily promoted in emerging markets. This strategic paradox is highlighted by this research that provides fresh insights into young adult smokers’ exposure and reaction to unrestricted tobacco marketing in Vietnam. A survey with 440 responses tested a conceptual model relating the impacts of unregulated tobacco promotion on emotional responses (i.e. pleasure, arousal and dominance – PAD), and subsequent smoking approach behaviours. This model, tested using partial least square structural equation modelling, proved appropriate and well-explained by most constructs. The results demonstrated significant positive impact of tobacco marketing on young smokers’ emotions, particularly pleasure and arousal that increased smoking approach behaviours, such as smoking, tobacco purchase intention, seeking tobacco-related information and communicating with others about smoking. The need for more enforced evidence-based marketing regulations is highlighted and future research avenues discussed.KEYWORDS: Tobacco marketing exposurepleasure-arousal-dominanceirresponsible marketingtobacco regulationsyoung smokersemerging markets Disclosure statementNo potential conflict of interest was reported by the author(s).","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136013256","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}
引用次数: 0
Guest Editorial: contemporary Issues in luxury marketing and branding 嘉宾评论:当代奢侈品营销和品牌问题
IF 4.1 Q2 BUSINESS Pub Date : 2023-10-05 DOI: 10.1080/0965254x.2023.2266434
George Christodoulides, Nina Michaelidou, M. Sajid Khan
This introductory article introduces a special issue on contemporary topics in luxury marketing and branding based on a collection of papers presented at the 2021 AUS-Chalhoub Symposium. The specia...
这篇介绍性文章介绍了一个关于当代奢侈品营销和品牌主题的特刊,该特刊基于2021年AUS-Chalhoub研讨会上发表的论文集。种社会……
{"title":"Guest Editorial: contemporary Issues in luxury marketing and branding","authors":"George Christodoulides, Nina Michaelidou, M. Sajid Khan","doi":"10.1080/0965254x.2023.2266434","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2266434","url":null,"abstract":"This introductory article introduces a special issue on contemporary topics in luxury marketing and branding based on a collection of papers presented at the 2021 AUS-Chalhoub Symposium. The specia...","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"21 1","pages":""},"PeriodicalIF":4.1,"publicationDate":"2023-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138539327","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}
引用次数: 0
Drivers of contract renewal over time: a framework of analysis in B2B services 随着时间的推移,合同更新的驱动因素:B2B服务中的分析框架
Q2 BUSINESS Pub Date : 2023-10-04 DOI: 10.1080/0965254x.2023.2257704
Paul Williams, Nicholas J. Ashill, Earl Naumann
Despite the wealth of research into Business-to-Business customer relationships, there are a number of gaps in the literature, where most studies have used cross-sectional research designs. In this study, we explored customer relationships over a three-year period, using data from a large Fortune 100 industrial services provider. Our longitudinal research design compared the drivers of customer satisfaction and contract renewal decisions over time, and provides a holistic framework for viewing customer relationship drivers and their effects at an aggregate level. While some drivers were quite stable, others changed significantly between quarters. The main implications of this study are that firms should closely manage their supplier–customer relationships by tracking the drivers over time to enable service responsiveness to changing customer needs. From a theoretical perspective, the data also indicate that researchers should be cautious in drawing concrete conclusions from cross-sectional studies, as many drivers are dynamic over time. Future researchers are encouraged to develop more longitudinal research designs.
尽管对企业对企业客户关系的研究非常丰富,但在文献中存在许多空白,其中大多数研究都使用了横断面研究设计。在这项研究中,我们利用一家大型财富100强工业服务提供商的数据,研究了三年的客户关系。我们的纵向研究设计比较了客户满意度和合同更新决策的驱动因素,并提供了一个整体框架,用于在总体水平上观察客户关系驱动因素及其影响。虽然一些驱动因素相当稳定,但其他驱动因素在不同季度之间发生了显著变化。本研究的主要含义是,公司应该通过跟踪驱动因素来密切管理他们的供应商-客户关系,以使服务响应不断变化的客户需求。从理论的角度来看,数据还表明,研究人员在从横断面研究中得出具体结论时应谨慎,因为许多驱动因素随着时间的推移是动态的。鼓励未来的研究者进行更多的纵向研究设计。
{"title":"Drivers of contract renewal over time: a framework of analysis in B2B services","authors":"Paul Williams, Nicholas J. Ashill, Earl Naumann","doi":"10.1080/0965254x.2023.2257704","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2257704","url":null,"abstract":"Despite the wealth of research into Business-to-Business customer relationships, there are a number of gaps in the literature, where most studies have used cross-sectional research designs. In this study, we explored customer relationships over a three-year period, using data from a large Fortune 100 industrial services provider. Our longitudinal research design compared the drivers of customer satisfaction and contract renewal decisions over time, and provides a holistic framework for viewing customer relationship drivers and their effects at an aggregate level. While some drivers were quite stable, others changed significantly between quarters. The main implications of this study are that firms should closely manage their supplier–customer relationships by tracking the drivers over time to enable service responsiveness to changing customer needs. From a theoretical perspective, the data also indicate that researchers should be cautious in drawing concrete conclusions from cross-sectional studies, as many drivers are dynamic over time. Future researchers are encouraged to develop more longitudinal research designs.","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"203 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135592607","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}
引用次数: 0
A typology of consumers sharing luxury services 一种消费者共享奢侈服务的类型
Q2 BUSINESS Pub Date : 2023-10-04 DOI: 10.1080/0965254x.2023.2262472
Rania W. Semaan, Achilleas Boukis, George Christodoulides, Avraam Papastathopoulos
ABSTRACTThe exponential growth of the sharing economy has led to the emergence of new forms of luxury services and experiences. The rise of shared luxury services and experiences challenges the DNA of traditional luxury consumption by enabling consumers to tap into new, digitalized and shared forms of luxury. While previous research has hitherto investigated consumers’ perceptions of new forms of liquid luxury, little is known about the types and characteristics of consumers who engage in shared luxury services and experiences. This research aspires to answer the following research questions: who are these consumers and what are their characteristics, motives, and attitudes? We delve deeper into the different motivational and behavioral characteristics of 805 US-based consumers in a shared luxury service context. Through a cluster analysis, we uncover four main clusters of shared luxury consumers: Luxury indulgers, excellence-driven traditionalists, value seekers, and community engagers. We delineate each cluster’s different characteristics, motivations, and attitudes towards shared luxury services and offer theoretical and managerial implications for shared luxury providers as well as traditional luxury marketers who wish to tap into this fast-growing market.KEYWORDS: Sharing economycluster analysisluxury servicesconsumer typology Disclosure statementNo potential conflict of interest was reported by the authors.Supplementary materialSupplemental data for this article can be accessed online at https://doi.org/10.1080/0965254X.2023.2262472Additional informationFundingThis work was supported by the American University of Sharjah [FRG19-M-B39]
【摘要】共享经济的指数级增长导致了新形式的奢侈服务和体验的出现。共享奢侈品服务和体验的兴起使消费者能够接触到新的、数字化的、共享的奢侈品形式,从而挑战了传统奢侈品消费的DNA。虽然之前的研究迄今为止调查了消费者对新型液态奢侈品的看法,但对参与共享奢侈品服务和体验的消费者的类型和特征知之甚少。本研究旨在回答以下研究问题:谁是这些消费者,他们的特点,动机和态度是什么?我们深入研究了805名美国消费者在共享奢侈品服务环境下的不同动机和行为特征。通过聚类分析,我们发现了共享奢侈品消费者的四个主要集群:奢侈品放纵者、卓越驱动的传统主义者、价值追求者和社区参与者。我们描述了每个集群对共享奢侈品服务的不同特征、动机和态度,并为共享奢侈品供应商以及希望进入这个快速增长市场的传统奢侈品营销人员提供了理论和管理启示。关键词:共享经济集群分析奢侈品服务消费者类型披露声明作者未报告潜在利益冲突。补充材料本文的补充数据可在https://doi.org/10.1080/0965254X.2023.2262472Additional information网站在线获取。
{"title":"A typology of consumers sharing luxury services","authors":"Rania W. Semaan, Achilleas Boukis, George Christodoulides, Avraam Papastathopoulos","doi":"10.1080/0965254x.2023.2262472","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2262472","url":null,"abstract":"ABSTRACTThe exponential growth of the sharing economy has led to the emergence of new forms of luxury services and experiences. The rise of shared luxury services and experiences challenges the DNA of traditional luxury consumption by enabling consumers to tap into new, digitalized and shared forms of luxury. While previous research has hitherto investigated consumers’ perceptions of new forms of liquid luxury, little is known about the types and characteristics of consumers who engage in shared luxury services and experiences. This research aspires to answer the following research questions: who are these consumers and what are their characteristics, motives, and attitudes? We delve deeper into the different motivational and behavioral characteristics of 805 US-based consumers in a shared luxury service context. Through a cluster analysis, we uncover four main clusters of shared luxury consumers: Luxury indulgers, excellence-driven traditionalists, value seekers, and community engagers. We delineate each cluster’s different characteristics, motivations, and attitudes towards shared luxury services and offer theoretical and managerial implications for shared luxury providers as well as traditional luxury marketers who wish to tap into this fast-growing market.KEYWORDS: Sharing economycluster analysisluxury servicesconsumer typology Disclosure statementNo potential conflict of interest was reported by the authors.Supplementary materialSupplemental data for this article can be accessed online at https://doi.org/10.1080/0965254X.2023.2262472Additional informationFundingThis work was supported by the American University of Sharjah [FRG19-M-B39]","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"110 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135591334","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}
引用次数: 0
Beyond surveys: leveraging automated text analysis of travellers’ online reviews to enhance service quality and willingness to recommend 超越调查:利用旅行者在线评论的自动文本分析来提高服务质量和推荐意愿
Q2 BUSINESS Pub Date : 2023-09-30 DOI: 10.1080/0965254x.2023.2256738
Jeandri Robertson, Joseph Vella, Sherese Duncan, Christine Pitt, Leyland Pitt, Albert Caruana
ABSTRACTAirports are essential to the global economy, providing significant revenue and driving regional growth. In order to remain competitive and achieve sustainable development, airports must continuously monitor and improve service quality. To this end, understanding traveller perceptions of their experiences is important. While traditional survey-based methods are beneficial, managers are increasingly looking for alternative ways of collecting feedback, such as online reviews. Automated text analysis provides a cost- and time-effective technique with which to analyse large datasets of unsolicited online reviews, providing managers with strategic insights to enhance service quality. This study explores the potential of supplementing traditional airport service quality monitoring methods with automated text analyses to better understand traveller feedback and improve service quality. The results provide new methods to measure airport service quality, offering a fresh perspective on customers’ satisfaction with service quality experiences, and highlighting key strategic implications that can help organisations gain a competitive advantage.KEYWORDS: Service qualitywillingness to recommendcustomer satisfactionUGCautomated text analysisLIWC Disclosure statementNo potential conflict of interest was reported by the author(s).
摘要机场对全球经济至关重要,提供可观的收入并推动地区增长。为了保持竞争力和实现可持续发展,机场必须不断监测和提高服务质量。为此,了解旅行者对他们的体验的看法是很重要的。虽然传统的基于调查的方法是有益的,但管理人员正在越来越多地寻找其他收集反馈的方式,比如在线评论。自动文本分析提供了一种具有成本效益和时间效益的技术,用于分析大量未经请求的在线评论数据集,为管理人员提供战略见解,以提高服务质量。本研究探索了用自动文本分析补充传统机场服务质量监测方法的潜力,以更好地了解旅客反馈并提高服务质量。调查结果提供了衡量机场服务质量的新方法,为客户对服务质量体验的满意度提供了一个新的视角,并强调了可以帮助组织获得竞争优势的关键战略意义。关键词:服务质量推荐客户满意度意愿ugc自动文本分析liwc披露声明作者未报告潜在利益冲突。
{"title":"Beyond surveys: leveraging automated text analysis of travellers’ online reviews to enhance service quality and willingness to recommend","authors":"Jeandri Robertson, Joseph Vella, Sherese Duncan, Christine Pitt, Leyland Pitt, Albert Caruana","doi":"10.1080/0965254x.2023.2256738","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2256738","url":null,"abstract":"ABSTRACTAirports are essential to the global economy, providing significant revenue and driving regional growth. In order to remain competitive and achieve sustainable development, airports must continuously monitor and improve service quality. To this end, understanding traveller perceptions of their experiences is important. While traditional survey-based methods are beneficial, managers are increasingly looking for alternative ways of collecting feedback, such as online reviews. Automated text analysis provides a cost- and time-effective technique with which to analyse large datasets of unsolicited online reviews, providing managers with strategic insights to enhance service quality. This study explores the potential of supplementing traditional airport service quality monitoring methods with automated text analyses to better understand traveller feedback and improve service quality. The results provide new methods to measure airport service quality, offering a fresh perspective on customers’ satisfaction with service quality experiences, and highlighting key strategic implications that can help organisations gain a competitive advantage.KEYWORDS: Service qualitywillingness to recommendcustomer satisfactionUGCautomated text analysisLIWC Disclosure statementNo potential conflict of interest was reported by the author(s).","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136279944","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}
引用次数: 0
Havocs of social media fake news! Analysing the effect of credibility, trustworthiness, and self-efficacy on consumer’s buying intentions 社交媒体上充斥着假新闻!可信度、可信度和自我效能感对消费者购买意愿的影响分析
IF 4.1 Q2 BUSINESS Pub Date : 2023-09-07 DOI: 10.1080/0965254x.2023.2253801
Umair Akram, Rambabu Lavuri, Aisha Rehman Ansari, Ratri Parida, Muhammad Junaid
{"title":"Havocs of social media fake news! Analysing the effect of credibility, trustworthiness, and self-efficacy on consumer’s buying intentions","authors":"Umair Akram, Rambabu Lavuri, Aisha Rehman Ansari, Ratri Parida, Muhammad Junaid","doi":"10.1080/0965254x.2023.2253801","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2253801","url":null,"abstract":"","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":" ","pages":""},"PeriodicalIF":4.1,"publicationDate":"2023-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48718588","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}
引用次数: 1
Fact or fake? The search for truth in an infodemic of disinformation, misinformation, and malinformation with deepfake and fake news 事实还是假的?在虚假信息、错误信息和虚假信息的信息中寻找真相
IF 4.1 Q2 BUSINESS Pub Date : 2023-09-07 DOI: 10.1080/0965254x.2023.2253805
Weng Marc Lim
{"title":"Fact or fake? The search for truth in an infodemic of disinformation, misinformation, and malinformation with deepfake and fake news","authors":"Weng Marc Lim","doi":"10.1080/0965254x.2023.2253805","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2253805","url":null,"abstract":"","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":" ","pages":""},"PeriodicalIF":4.1,"publicationDate":"2023-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46439220","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}
引用次数: 1
I think, therefore I ignore: a study on disinformation’s credibility perceptions and sharing intentions over social media 我认为,因此我忽略了:一项关于虚假信息在社交媒体上的可信度认知和分享意图的研究
IF 4.1 Q2 BUSINESS Pub Date : 2023-09-07 DOI: 10.1080/0965254x.2023.2253819
Lars-Erik Casper Ferm, Park Thaichon
{"title":"I think, therefore I ignore: a study on disinformation’s credibility perceptions and sharing intentions over social media","authors":"Lars-Erik Casper Ferm, Park Thaichon","doi":"10.1080/0965254x.2023.2253819","DOIUrl":"https://doi.org/10.1080/0965254x.2023.2253819","url":null,"abstract":"","PeriodicalId":47705,"journal":{"name":"Journal of Strategic Marketing","volume":" ","pages":""},"PeriodicalIF":4.1,"publicationDate":"2023-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48317647","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}
引用次数: 0
期刊
Journal of Strategic Marketing
全部 Acc. Chem. Res. ACS Applied Bio Materials ACS Appl. Electron. Mater. ACS Appl. Energy Mater. ACS Appl. Mater. Interfaces ACS Appl. Nano Mater. ACS Appl. Polym. Mater. ACS BIOMATER-SCI ENG ACS Catal. ACS Cent. Sci. ACS Chem. Biol. ACS Chemical Health & Safety ACS Chem. Neurosci. ACS Comb. Sci. ACS Earth Space Chem. ACS Energy Lett. ACS Infect. Dis. ACS Macro Lett. ACS Mater. Lett. ACS Med. Chem. Lett. ACS Nano ACS Omega ACS Photonics ACS Sens. ACS Sustainable Chem. Eng. ACS Synth. Biol. Anal. Chem. BIOCHEMISTRY-US Bioconjugate Chem. BIOMACROMOLECULES Chem. Res. Toxicol. Chem. Rev. Chem. Mater. CRYST GROWTH DES ENERG FUEL Environ. Sci. Technol. Environ. Sci. Technol. Lett. Eur. J. Inorg. Chem. IND ENG CHEM RES Inorg. Chem. J. Agric. Food. Chem. J. Chem. Eng. Data J. Chem. Educ. J. Chem. Inf. Model. J. Chem. Theory Comput. J. Med. Chem. J. Nat. Prod. J PROTEOME RES J. Am. Chem. Soc. LANGMUIR MACROMOLECULES Mol. Pharmaceutics Nano Lett. Org. Lett. ORG PROCESS RES DEV ORGANOMETALLICS J. Org. Chem. J. Phys. Chem. J. Phys. Chem. A J. Phys. Chem. B J. Phys. Chem. C J. Phys. Chem. Lett. Analyst Anal. Methods Biomater. Sci. Catal. Sci. Technol. Chem. Commun. Chem. Soc. Rev. CHEM EDUC RES PRACT CRYSTENGCOMM Dalton Trans. Energy Environ. Sci. ENVIRON SCI-NANO ENVIRON SCI-PROC IMP ENVIRON SCI-WAT RES Faraday Discuss. Food Funct. Green Chem. Inorg. Chem. Front. Integr. Biol. J. Anal. At. Spectrom. J. Mater. Chem. A J. Mater. Chem. B J. Mater. Chem. C Lab Chip Mater. Chem. Front. Mater. Horiz. MEDCHEMCOMM Metallomics Mol. Biosyst. Mol. Syst. Des. Eng. Nanoscale Nanoscale Horiz. Nat. Prod. Rep. New J. Chem. Org. Biomol. Chem. Org. Chem. Front. PHOTOCH PHOTOBIO SCI PCCP Polym. Chem.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1