ORCID Profile
0000-0002-6836-245X
Current Organisation
Macquarie University
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Publisher: Elsevier BV
Date: 10-2022
Publisher: Emerald
Date: 28-06-2022
DOI: 10.1108/JBIM-03-2021-0156
Abstract: This paper aims to examine how suppliers doing business with customers in emerging industrial markets can leverage their innovativeness to foster trust and commitment toward maximizing customer adoption behaviors. Based on commitment-trust theory, this research uses survey data collected from a large s le of Chinese business-to-business executives, which were then analyzed using three-stage least squares simultaneous estimation models and PROCESS. The results show that supplier innovativeness can help customers build trust in a supplier. Consequently, a reciprocal commitment is forged among customers that manifest in favorable adoption decisions, including a higher willingness to pay premium prices. Notably, this approach is beneficial when robust interfirm communications are difficult to establish. Innovation decisions in interfirm relationships are important for suppliers doing business in emerging markets. This is because customer adoptions in such settings can foster enduring relational market-based assets and other competitive advantages that can improve supplier performance. Unfortunately, the understanding of how interfirm relationships influence innovation-adoption decisions in emerging markets is lacking. The findings of this research shed light on how suppliers interested in entering emerging markets can interact with customer firms in such settings to maximize favorable adoption outcomes.
Publisher: Informa UK Limited
Date: 08-2011
Publisher: Wiley
Date: 22-12-2015
DOI: 10.1118/1.4937781
Abstract: Multileaf collimator (MLC) tracking radiotherapy is complex as the beam pattern needs to be modified due to the planned intensity modulation as well as the real-time target motion. The target motion cannot be planned therefore, the modified beam pattern differs from the original plan and the MLC sequence needs to be recomputed online. Current MLC tracking algorithms use a greedy heuristic in that they optimize for a given time, but ignore past errors. To overcome this problem, the authors have developed and improved an algorithm that minimizes large underdose and overdose regions. Additionally, previous underdose and overdose events are taken into account to avoid regions with high quantity of dose events. The authors improved the existing MLC motion control algorithm by introducing a cumulative underdose/overdose map. This map represents the actual projection of the planned tumor shape and logs occurring dose events at each specific regions. These events have an impact on the dose cost calculation and reduce recurrence of dose events at each region. The authors studied the improvement of the new temporal optimization algorithm in terms of the L1-norm minimization of the sum of overdose and underdose compared to not accounting for previous dose events. For evaluation, the authors simulated the delivery of 5 conformal and 14 intensity-modulated radiotherapy (IMRT)-plans with 7 3D patient measured tumor motion traces. Simulations with conformal shapes showed an improvement of L1-norm up to 8.5% after 100 MLC modification steps. Experiments showed comparable improvements with the same type of treatment plans. A novel leaf sequencing optimization algorithm which considers previous dose events for MLC tracking radiotherapy has been developed and investigated. Reductions in underdose/overdose are observed for conformal and IMRT delivery.
Publisher: Wiley
Date: 11-2018
DOI: 10.1111/IJCS.12496
Publisher: Springer International Publishing
Date: 2022
Publisher: Emerald
Date: 06-06-2016
Abstract: – The purpose of this paper is to investigate the relationship between perceived external prestige (PEP), the student experience, attitude, and behaviour in the context of higher education institutions. – A comparison of the relationships between prestige perception, the student experience, WOM, and loyalty is examined within a one highly prestigious institution and one mid-ranked institution. Multigroup structural equation modelling was employed to examine data obtained from 948 respondents at the two institutions. – While respondents from the top-ranked institution exhibit a significantly higher perception of university prestige than mid-ranked university respondents, no significant differences were found between the two groups of respondents in terms of the strengths of relationships between constructs. The analysis revealed that students’ perception of their university experience performed a full mediating effect on the relationship between PEP and WOM, as well as a partial mediating effect on the relationship between PEP and loyalty. – Student perceptions of the university experience is a strong indicator of attitude and behaviour. For university administrators, enhancing the student experience is just as important as managing a university’s reputation with respect to engendering loyalty and positive WOM. – This is the first study to link PEP with student attitude and behaviour. The findings provide interesting theoretical insights as well as useful managerial implications to enhance consumer experience which in turns affect their attitude and behaviour towards the organisation.
Publisher: Elsevier BV
Date: 02-2020
Publisher: Informa UK Limited
Date: 2011
Publisher: Elsevier BV
Date: 11-2015
Publisher: Springer Science and Business Media LLC
Date: 25-08-2016
Publisher: Springer International Publishing
Date: 2019
Publisher: Elsevier BV
Date: 11-2020
Publisher: Elsevier BV
Date: 09-2016
Publisher: Elsevier BV
Date: 09-2016
Publisher: Informa UK Limited
Date: 25-05-2016
Publisher: SAGE Publications
Date: 02-2015
DOI: 10.1016/J.AUSMJ.2015.01.001
Abstract: Investigated are the decision-making styles of Australian consumers for everyday products. Specifically, the applicability of Sproles and Kendall's Consumer Styles Inventory (CSI) is examined in relation to the purchase of everyday products. Based on a s le of 214 respondents who had recently purchased a confectionery product, exploratory and confirmatory factor analysis is used to validate the CSI. Six decision-making styles are retained from the original CSI (‘perfectionist, high quality’, ‘confused by over-choice’, ‘impulsive’, ‘habitual/brand loyal’, ‘novelty/fashion’, and ‘recreation conscious’) and one new decision-making style is developed (‘rational, price conscious’). Marketing and managerial implications are discussed.
Publisher: Wiley
Date: 26-04-2021
DOI: 10.1002/MAR.21496
Abstract: Consumer resistance is a major barrier to diffusing radical innovation into mainstream markets. While recent studies have highlighted the influence that brands might have on innovation adoption decisions, surprisingly little is understood about the role of brands in overcoming consumer resistance to radical innovation such as Artificial Intelligence (AI) technology. To address this, we investigate consumer resistance to AI‐powered technology in the context of autonomous vehicles. Specifically, this study builds on the self‐brand connection and brand concept literature to examine: (1) the mechanism through which self‐brand connection influences radical innovation adoption by mitigating consumer resistance (2) how this mechanism is moderated by the brand concept (conservation vs. openness) and (3) how brands can effectively overcome consumer resistance through marketing communications. By means of three empirical studies, we find that self‐brand connections are positively associated with intentions to adopt radical innovation and that this effect is mediated by reduced risk barriers (Study 1). We further demonstrate that the influence of self‐brand connection is much lower for conservation brands than for openness brands (Study 2). Finally, we show that conservation brands can leverage consumers' self‐brand connection when they effectively enhance their innovation capabilities through marketing communications (Study 3).
Publisher: Elsevier BV
Date: 04-2022
Publisher: Informa UK Limited
Date: 29-07-2021
Publisher: Emerald
Date: 04-11-2014
DOI: 10.1108/APJML-04-2014-0055
Abstract: – The purpose of this paper is to examine the relationship between perceived benefits and church participation among regular and irregular church goers (ICG). – The research incorporates a descriptive research design. In total, 564 questionnaires were completed by active and relapsed members of churches in Australia. Hierarchical regression analysis was conducted to examine the relationship between constructs. – This study provides empirical evidence that perceived spiritual and social benefits have a positive and significant relationship with church participation in both regular and ICG s le group. Perceived purpose-in-life (PIL) benefits are not related to church participation in both s le groups. – The findings may guide leaders of religious organisations to understand the importance of spiritual and social benefits in attracting prospective church members. The marketing message of religious organisation should therefore focus on spiritual and social appeals. – Past researchers have not looked into the dynamic relationships between perceived benefits and church participation among regular and irregular church members, particularly in Australia, hence research is to be called for in this area. The study provides a further empirical support for the importance of social benefits within the church settings.
Publisher: Elsevier BV
Date: 04-2019
Publisher: Informa UK Limited
Date: 03-07-2014
Publisher: Elsevier BV
Date: 07-2019
Publisher: SAGE Publications
Date: 11-2012
DOI: 10.1016/J.AUSMJ.2012.05.012
Abstract: The purpose of this study is to examine the relationship between the personality traits of Generation Y consumers, their degree of fashion consciousness, and prestige sensitivity in the context of fashion brands. Data were collected using a convenience s ling method involving university students. A self-administered questionnaire was distributed and 251 usable responses were returned with the s le falling between the ages of 18–25. The results revealed that certain personality traits were found to be significantly associated with fashion consciousness and prestige sensitivity. Furthermore, fashion consciousness was found to perform a mediating role in the relationship between personality traits and prestige sensitivity. Personality traits were found to perform an important role in affecting people's attitude towards prestige fashion brands. It is crucial for marketers to understand the significance of certain personality traits on fashion consciousness and prestige sensitivity to enhance the effectiveness of brand appeals. This study has extended the scope of personality research in marketing by utilising the Big Five construct to examine the phenomenon of fashion consciousness and prestige sensitivity among Gen Y consumers.
Publisher: Springer Science and Business Media LLC
Date: 02-2015
DOI: 10.1057/BM.2015.6
Publisher: Informa UK Limited
Date: 28-11-2017
Publisher: Informa UK Limited
Date: 07-2012
Publisher: Springer International Publishing
Date: 2016
Publisher: Springer Science and Business Media LLC
Date: 08-06-2007
Publisher: Informa UK Limited
Date: 19-04-2018
Publisher: Informa UK Limited
Date: 02-01-2016
Publisher: Springer International Publishing
Date: 2017
Publisher: Elsevier BV
Date: 08-2021
Publisher: Emerald
Date: 21-10-2013
Abstract: – The purpose of this paper is to discover the consumer decision-making style clusters within the context of automobile purchases in Australia. It also examines the differences between consumer decision-making styles in terms of the importance given to external influences, such as importance of dealers, importance of friends/family members, number of cars test driven, time spent researching final decision and importance of information sources (e.g. internet, magazines, TV ads, word of mouth, etc.), prior to making their final purchase decision. – Data were collected from 209 respondents using self-administered questionnaires. Cluster analysis and ANOVA were employed to identify and analyse the differences between consumer decision-making style clusters. Consumer Styles Inventory (CSI Sproles and Kendall, 1986) was used to measure respondents’ consumer decision-making styles in relation to automobile purchases. – Three clusters were identified from the analysis, namely “innovative informed”, “rational confused”, and “traditional habitual”. Significant differences were found between the clusters in terms of the average time they spent with each car dealer, the time they spent on researching final decision and the importance of consulting with family members prior to making their final purchase decision. – The paper found that some consumers rely heavily on friends/families and dealers as the most important sources of information. Other sources of information consumers use include television advertisements, newspapers, billboards and magazines. Based on the findings, marketers should focus on providing similar types of information/messages by using these above-mentioned sources when communicating with this type of consumers. Dealers could be trained to spend time explaining product features and benefits in full with these consumers and their friends and family members whom they are likely to bring along before making the final purchase decision. – The findings of this study have extended the knowledge by determining the impact of external influences on consumer decision-making styles using the CSI in context of specific product which is yet to be known in relation to Australian automobile consumers.
Publisher: Elsevier BV
Date: 03-2018
Publisher: Informa UK Limited
Date: 31-03-2020
Publisher: Springer Science and Business Media LLC
Date: 16-03-2016
Publisher: Emerald
Date: 02-2016
Abstract: – At present no frameworks exist for services marketers to incorporate social media (SM) within marketing communications planning. The majority of integrated marketing communications (IMC) frameworks were developed prior to the development of the widespread use of digital and SM for information seeking, sales and service. The purpose of this paper is to investigate this issue for services marketers specifically as they differ from FMCG, industrial and durable marketers in terms of marketing messages, branding, media and channels. Furthermore, as they are less reliant on outsourced sale channels they have more potential than other industries to integrate social and digital media to build awareness, brands and sales. – Depth interviews were conducted with eight senior services marketing executives to identify the impact of SM on marketing communications planning, implementation and measurement. – The findings revealed that the unique characteristics of SM (such as interactivity and in idualisation, integration of communication and distribution channels, immediacy and information collection) impact traditional marketing communications frameworks. These impacts manifested in 12 modifications specific to services and SM to traditional generic IMC frameworks encompassed by the themes of reach, service channel, word-of-mouth advocacy, consumer generated messages, listening and behavioural measurement. – The rapidly evolving nature of SM means senior services marketers need to educate organisational stakeholders regarding implementation issues, which may be a barrier to effective integration of SM within marketing communications. – With digital marketing communications budgets reaching 30 per cent within some organisations, it is timely to put forward a marketing communication decision-making framework that first incorporates SM and second is suitable for services marketers.
Publisher: SAGE Publications
Date: 26-05-2021
DOI: 10.1177/00222437211011196
Abstract: This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, the authors theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, they find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for the theorized effects. This study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, the results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.
Publisher: Emerald
Date: 04-11-2013
DOI: 10.1108/APJML-06-2013-0069
Abstract: – The purpose of this paper is to examine the relationship between perceived brand orientation (PBO), satisfaction, loyalty, and post-enrolment communication behaviour in the Australian higher education sector. – Two hundred and fifty-eight questionnaires were completed by undergraduate students of a particular university in Australia. Structural equation modeling was employed in this study to examine the associations between the constructs. – This study provides empirical evidence that PBO has a positive and significant relationship with all dependent variables. The research reveals that students' perception of a university's brand orientation is significantly related to satisfaction, loyalty, and post-enrolment communication behaviour. – The findings may guide the key decision makers in higher education institutions to understand the importance of brand orientation in their corporate strategy to enhance satisfaction, loyalty, and positive WOM, which can be used to differentiate themselves from other institutions in the highly competitive education market. – Past researchers have not looked into the dynamic relationships between PBO, satisfaction, loyalty, and post-enrolment communication behaviour, and hence research is to be called for in this area. The paper is the first to examine brand orientation from the perspective of the students and provide higher education institutions with recommendations to improve service quality through brand orientation.
Publisher: Emerald
Date: 12-07-2023
DOI: 10.1108/JSTP-08-2022-0187
Abstract: Consumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective. Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020. The authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey. The authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.
Publisher: Elsevier BV
Date: 06-2018
Publisher: Cold Spring Harbor Laboratory
Date: 05-06-2015
Abstract: Long noncoding (lnc)RNAs have recently emerged as key regulators of gene expression. Here, we performed high-depth poly(A) + RNA sequencing across multiple clonal populations of mouse embryonic stem cells (ESCs) and neural progenitor cells (NPCs) to comprehensively identify differentially regulated lncRNAs. We establish a biologically robust profile of lncRNA expression in these two cell types and further confirm that the majority of these lncRNAs are enriched in the nucleus. Applying weighted gene coexpression network analysis, we define a group of lncRNAs that are tightly associated with the pluripotent state of ESCs. Among these, we show that acute depletion of Platr14 using antisense oligonucleotides impacts the differentiation- and development-associated gene expression program of ESCs. Furthermore, we demonstrate that Firre , a lncRNA highly enriched in the nucleoplasm and previously reported to mediate chromosomal contacts in ESCs, controls a network of genes related to RNA processing. Together, we provide a comprehensive, up-to-date, and high resolution compilation of lncRNA expression in ESCs and NPCs and show that nuclear lncRNAs are tightly integrated into the regulation of ESC gene expression.
Publisher: Emerald
Date: 08-07-2019
Abstract: This paper aims to explore the factors that drive and inhibit national stakeholder organisations’ engagement with an established an umbrella place brand identity (PBI) in the context of country branding, during the PBI implementation stage. This study adopted a case study approach to examine Australia’s current country brand identity initiative: Australia Unlimited, as an ex le of PBI. Data were collected through in-depth interviews with senior executives ( n = 39) representing 30 Australian national organisation stakeholders across a range of sectors (i.e. government agencies, public and private organisations and industry associations). The tension between the PBI and the brand identity of the stakeholders’ own organisation was an emergent finding at the heart of potential disengagement. Moreover, stakeholders’ perception of the leadership of the organisation managing the place brand plays a key role in influencing their engagement with PBI. The findings contribute to place marketing theory by identifying drivers and inhibitors of stakeholders’ engagement that originated from the PBI itself (PBI-centred factors) and from the stakeholder organisations (stakeholder-centred factors). The findings provide a practical framework for place brand managing organisations to foster stakeholders’ engagement during the implementation stage of a PBI initiative. Place branding research to date has focussed primarily on resident stakeholders’ engagement in the development of PBI initiatives. This paper contributes to knowledge by proposing a framework that encompasses the drivers and inhibitors of national stakeholder organisations’ engagement with PBI during its implementation phase.
Publisher: SAGE Publications
Date: 25-02-2018
Abstract: Symbols associated with seasonal religious festivals are periodically displayed by service providers, but do these symbols serve more than just a decorative function? Findings from seven experiments suggest they do. In the presence of such symbols, in iduals soften their evaluations of a personally experienced service failure encounter. This effect emerges through the activation of forgiveness but only among those with a religious upbringing and only when the encounter involves service failure (rather than neutral service). The softening of service evaluations in the presence of such symbols is reversed, however, when service failure is observed (rather than directed at the self) and when the recipient of that failure is perceived to be vulnerable. Contextual exposure to symbols associated with seasonal religious festivals therefore presents a double-edged sword for managers depending upon the service failure recipient, these symbols can harden or soften evaluations of the service failure encounter.
Publisher: Emerald
Date: 10-07-2009
DOI: 10.1108/13612020910974492
Abstract: This paper aims to examine and compare the strength of personality and values in predicting brand preferences. It seeks to accomplish three main objectives. First, it will evaluate the strength of personality and values in predicting consumers' brand preferences. Second, it will examine whether values exercise a mediating role between personality and brand preferences. Finally, it will examine the mediating role of prestige sensitivity in influencing brand preferences. The study opted to use a quantitative approach involving 251 undergraduate students as the study participants. The constructs used in the study are taken from existing scales as well as self‐developed branding scales. Structural equation modeling technique is utilised for data analysis. The paper provides empirical insights about how personality and values together affect brand preferences. It suggests that values are indeed better predictors of brand preferences and exercise both direct and indirect effects on brand preferences through the mediating role of prestige sensitivity. Because of the self‐report method used for personality assessment, there may be bias in terms of the nature of respondents' personality as expressed in the questionnaire. The paper suggests implications for the development of a strong brand personality which can appeal to both consumer personality and values. This paper poses interesting insights and empirical evidence with regard to the predictive power of personality and values on brand preferences within a fashion context.
Publisher: Springer International Publishing
Date: 2020
Publisher: Emerald
Date: 06-02-2017
Abstract: The purpose of this paper is to examine the role of religiosity as a deterrent to habitual digital piracy behaviour. Specifically, it will examine the extent to which “religious teaching” affects consumer attitudes towards digital piracy and their habitual digital piracy behaviour in a developing market. In total, 400 usable s les were collected from large religious organisations in Indonesia using convenience s ling. The latent moderation structural equation technique was used to test the research hypotheses. The results indicated that: facilitating conditions are a significant driver of digital piracy habit attitude towards piracy is a significant deterrent of digital piracy and moderates the relationship between facilitating conditions and habitual digital piracy and religious teaching is a significant deterrent of digital piracy habit, mediated by attitude towards piracy. This study investigates the influence of Christian religious teaching as a deterrent to digital piracy behaviour. Further, it investigates the mediating and moderating role of attitude in a digital piracy context. The study findings would provide insights for policy makers to deter digital piracy behaviour through the use of religious appeals.
Publisher: Wiley
Date: 11-2018
DOI: 10.1111/IJCS.12443
Publisher: Elsevier BV
Date: 07-2018
Publisher: Emerald
Date: 29-06-2022
Abstract: Digital platforms have transformed how brands engage with collaborative consumption actors, such as prosumers. This study aims to examine the role of customer innovativeness and perceived economic value as important boundary conditions on the effects of customer brand engagement behavior on co-production, which subsequently influences customer satisfaction. The authors test the model using survey data from 430 users of a digital platform (i.e. UBER) in Australia. Hypotheses were tested using the bias-corrected bootstrapping method. The findings suggest that customer innovativeness and perceived economic value positively moderate the effects of customer brand engagement behavior on co-production. Further, the mediating effects of co-production on satisfaction are stronger for highly innovative customers and for those who associate high perceived economic value with the brand. This study provides novel insights on the boundary conditions of the effects of customer brand engagement behavior on co-production. Future research could apply this study’s conceptual framework to other digital platforms to extend the generalizability of this framework. This study provides managerial insights into how firms can customize marketing strategies to encourage customers as prosumers in co-production by targeting highly innovative customers and focusing on perceived economic value. This study builds on service-dominant logic and social exchange theory to examine the role of customer innovativeness and perceived economic value as novel boundary conditions in digital platform ecosystems.
Publisher: Elsevier BV
Date: 08-2020
Publisher: Informa UK Limited
Date: 07-2011
Publisher: SAGE Publications
Date: 05-2014
DOI: 10.1016/J.AUSMJ.2014.02.001
Abstract: The purpose of this paper is to examine the relationship between perceived market orientation, satisfaction, loyalty, and post-enrolment communication behaviour in the higher education context. 258 questionnaires were completed by undergraduate students of a particular university in Australia. Perceived market orientation (PMO) was found to be significantly related to satisfaction, loyalty, and post-enrolment communication behavior. Satisfaction was also found to perform significant mediating roles on the relationship between PMO, loyalty, and post-enrolment communication behaviour. The findings have generated relevant managerial implications as to how universities can enhance student satisfaction, loyalty, and positive word-of-mouth (WOM) through strong engagement in each dimension of market orientation.
Publisher: Elsevier BV
Date: 02-2023
Publisher: Elsevier BV
Date: 08-2022
Publisher: Emerald
Date: 08-06-2015
DOI: 10.1108/APJML-09-2014-0136
Abstract: – The purpose of this paper is to examine the relationship between fashion self-congruity (FSC), fashion consciousness (FC), and attitude towards prestige brands (ATT) among Generation Y (Gen Y) consumers. The study aims to expand the scope of fashion marketing research by validating the self-congruence theory within the context of Indonesian prestige brand market. – The paper opted for a descriptive study involving 210 undergraduate students from a top-ranked university in Indonesia. Data were collected using anonymous self-administered questionnaire. Structural equation modelling were employed to test the research hypotheses. – The study found that FC performs a full mediating role on the relationship between fashion self-congruence and ATT. – The homogenous nature of the respondents have limited the generalisability of the findings. Future research could replicate this study using a s le of wider population. – The paper includes implications for fashion marketers to effectively target fashion-conscious consumers by developing a brand positioning strategy that is consistent with consumers’ self-concept. – This paper extends the empirical model of FC by incorporating fashion self-congruence as an antecedent of ATT. With limited academic research on Indonesian consumers in mind, this is the first empirical study to examine the antecedents of Indonesian consumers’ attitude towards prestige fashion brands.
Publisher: Informa UK Limited
Date: 03-04-2014
Publisher: Emerald
Date: 06-04-2021
Abstract: In managing hierarchical loyalty programs (HLP), firms often use a reward point expiration and status demotion policy to reduce financial liability and to encourage repeat purchases. This study aims to examine how point expiration and status demotion policies affect customer patronage, the role of extension strategies in mitigating the negative effects of these policies on customers and the moderating role of status endowment in the effect of point expiration on customers patronage following status demotion experience. Three experiments were conducted using the hotel industry as the context. The hypothesized relationships were tested using ANOVA and a serial moderated mediation analysis using SPSS PROCESS Macro. Customers subjected to reward point expiration exhibited a higher level of anger and perceived severity of the problem than those subjected to status demotion in HLP. Consequently, when customers experienced both point expiration and status demotion, the point extension strategy rather than the status extension strategy was found to be a more effective remedy for reducing perceived unfairness, although there was no change in the level of patronage reduction between the two extension strategies. Importantly, the effect of point expiration on patronage reduction was stronger among endowed-status customers than earned-status customers, serially driven by heightened feelings of embarrassment and perceived unfairness. The study adds to the existing literature on HLP by comparing the effects of point expiration and status demotion on customer patronage with practical insights for HLP managers.
Publisher: Informa UK Limited
Date: 04-04-2018
No related grants have been discovered for Riza Casidy.