ORCID Profile
0000-0002-1622-5939
Current Organisations
EdUHK
,
University of Newcastle Australia
,
Education University of Hong Kong
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Publisher: Elsevier BV
Date: 2018
DOI: 10.2139/SSRN.3270642
Publisher: Elsevier BV
Date: 12-2022
Publisher: Emerald
Date: 06-04-2010
DOI: 10.1108/10662241011032209
Abstract: This paper seeks to contribute to the internet marketing literature by examining the impact of flow on consumers' satisfaction, aroused feelings, website loyalty and word‐of‐mouth behaviours. A self‐administered online questionnaire was used for data collection through a market research firm which randomly selected in iduals of its online panel. Participants were asked to recall a recent encounter with their preferred professional sport website and refer to that website regarding their answers. Data were gathered from 400 consumers from a variety of professional sporting teams. The variables under investigation in the study were measured using established scales from the marketing literature and adapted to the context of the study. The results indicate that a compelling online experience related to sporting team websites as represented by flow experiences appears to be a driver of positive aroused feelings, higher satisfaction levels, as well as website loyalty and positive word‐of‐mouth of sport consumers. The s le of the study is restricted to consumer evaluations from a specific website‐service context being the professional sport sector. The empirical relationships between flow, aroused feelings, consumer satisfaction, website loyalty and word of mouth reported in the study are tentative in the sense that they are based on cross‐sectional data. The study provides important implications for flow theory development and implications for internet marketing strategy, especially for professional sporting teams. The paper adds to the literature by investigating the relationship between flow and consequent outcomes of encounters and experiences of sporting team websites. Little research has addressed flow, and its effect on aroused feelings, consumer satisfaction and website‐related loyalty intentions, especially in the domain of professional sport websites.
Publisher: Springer International Publishing
Date: 2020
Publisher: Elsevier BV
Date: 11-2015
Publisher: Emerald
Date: 08-01-2018
Abstract: Social media brand pages have become instrumental in enabling customers to voluntarily participate in providing feedback/ideas for improvement and collaboration with others that contribute to the innovation effort of brands. However, research on mechanisms which harness these specific customer engagement behaviours (CEB) in branded social media platforms is limited. Based on the stimulus–organism–response paradigm, this study investigates how specific online-service design characteristics in social media brand pages induce customer-perceived value perceptions, which in turn, stimulate feedback and collaboration intentions with customers. Data collected from 654 US consumers of brand pages on Facebook were used to empirically test the proposed framework via structural equation modelling. The theoretical framework found support for most hypothesized relationships showing how online-service design characteristics induce an identified set of customer value perceptions that influence customer feedback and collaboration intentions. The s le is restricted to customer evaluations of brand pages on Facebook in the USA. Practitioners are advised to maximize online-service design characteristics of content quality, brand page interactivity, sociability and customer contact quality as stimulants that induce brand learning value, entitativity value and hedonic value. This then translates to customer feedback and collaboration intentions towards the brand page. The findings have important implications for the design and optimization of online services in the customer engagement-innovation interface to harness CEBs for innovation performance.
Publisher: Elsevier BV
Date: 02-2022
Publisher: Elsevier BV
Date: 09-2018
Publisher: American Physiological Society
Date: 06-2013
DOI: 10.1152/AJPHEART.00478.2012
Abstract: Obesity is a major risk factor in the development of cardiovascular disease, type 2 diabetes, and its pathophysiological precondition insulin resistance. Very little is known about the metabolic changes that occur in the myocardium and consequent changes in cardiac function that are associated with high-fat accumulation. Therefore, cardiac function and metabolism were evaluated in control rats and those fed a high-fat diet, using magnetic resonance imaging, magnetic resonance spectroscopy, mRNA analysis, histology, and plasma biochemistry. Analysis of blood plasma from rats fed the high-fat diet showed that they were insulin resistant ( P 0.001). Our high-fat diet model had higher heart weight ( P = 0.005) and also increasing trend in septal wall thickness ( P = 0.07) compared with control diet rats. Our results from biochemistry, magnetic resonance imaging, and mRNA analysis confirmed that rats on the high-fat diet had moderate diabetes along with mild cardiac hypertrophy. The magnetic resonance spectroscopy results showed the extramyocellular lipid signal only in the spectra from high-fat diet rats, which was absent in the control diet rats. The intramyocellular lipids in high-fat diet rats was higher (8.7%) compared with rats on the control diet (6.1%). This was confirmed by electron microscope and light microscopy studies. Our results indicate that lipid accumulation in the myocardium might be an early indication of the cardiovascular pathophysiology associated with type 2 diabetes.
Publisher: Springer Science and Business Media LLC
Date: 15-11-2011
Publisher: SAGE Publications
Date: 11-03-2022
DOI: 10.1177/14413582221085387
Abstract: The pandemic, rising inequalities, climate change, consumer mistrust of brands, organizations and their intentions, pose important questions relating to marketing’s relevance and impact in the real world. Additionally, there are growing calls by global bodies, such as the UN, national governments, consumers, students, suppliers, and leading practitioners to re-imagine and broaden the role of business and marketing to consider benefits to stakeholders (consumers, suppliers, employees, community, as well as shareholders). In this editorial, we contend that the United Nations Sustainable Development Goals (UN SDGs) framework has the potential to address the myriad of challenges identified by marketing scholars and practitioners. With the assistance of quotes from marketing scholars, non-marketing scholars, marketing students and practitioners, we offer a rationale for a proactive and considered engagement by marketing scholarship, with the UN SDGs. We then introduce the six papers included in this special issue. We conclude by calling for further critical inquiry at the marketing-SDGs interface including 1) Re-imagining the philosophy of marketing and marketing education 2) Marketing capabilities and the SDGs 3) Understanding consumer behavior, and 4) Learning across contexts.
Publisher: Public Library of Science (PLoS)
Date: 06-10-2016
Publisher: Springer International Publishing
Date: 2022
Publisher: Informa UK Limited
Date: 22-11-2018
Publisher: Public Library of Science (PLoS)
Date: 05-10-2017
Publisher: IEEE
Date: 12-2014
Publisher: Informa UK Limited
Date: 17-12-2016
Publisher: Informa UK Limited
Date: 27-04-2015
Publisher: Emerald
Date: 11-2011
DOI: 10.1108/07363761111181518
Abstract: The paper aims to examine the role of service branding and web site performances in a multi‐channel retail context by studying consumers who have on‐going relationships with retailers. Focus is placed on understanding perceptions of image congruency of the retail service brand across physical and electronic channels, together with web site performance perceptions influencing web site attitudes. The effects of web site attitudes on behavioural loyalty are also investigated. Data were gathered via an online survey from 196 consumers and analysed using structural equation modelling via PLS analysis. The findings shed light on the importance of cross‐channel service brand management together with managing critical web site service interface capabilities in the retail environment to engender favourable web site attitudes and customer loyalty outcomes. Multi‐channel retailers should carefully consider the degree to which consumers perceive the web site and its performance to be congruous with the retailer's brand image which appears to influence how information is subsequently processed and impacts customer loyalty behavior. The findings are of value to multi‐channel retail practitioners and focus on how consumers with an ongoing relationship with the retailer integrate offline and online brand images in the formation of web site attitudes. In addition, the study examines both cognitive and hedonic elements of web site performance in the research framework.
Publisher: Springer International Publishing
Date: 2020
Publisher: Springer International Publishing
Date: 2020
Publisher: Elsevier BV
Date: 02-2021
Publisher: Emerald
Date: 27-04-2010
DOI: 10.1108/08876041011031091
Abstract: The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites. Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model. Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites. The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings. The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under‐performing, e‐service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions. The paper proposes and empirically supports the idea that e‐service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content‐driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e‐services, as well as for researchers interested in the issue of managing e‐service quality.
Publisher: Emerald
Date: 12-11-2201
Abstract: This paper aims to investigate dynamics of food consumption practices among poor families in a developing country to advance the Food Well-being (FWB) in Poverty framework. The research design used semi-structured interviews with 25 women and constructivist grounded theory to explore food consumption practices of poor families in rural South India. Poor families’ everyday interactions with food reveal the relational production of masculinities and femininities and the power hegemony that fixes men and women into an unequal status quo. Findings provides critical insights into familial arrangements in absolute poverty that are detrimental to the task of achieving FWB. The explanatory potential of FWB in Poverty framework is limited to a gender (women) and a specific country context (India). Future research can contextualise the framework in other developing countries and different consumer segments. The FWB in Poverty framework helps identify, challenge and transform cultural norms, social structures and gendered stereotypes that perpetuate power hegemonies in poverty. Policymakers can encourage men and boys to participate in family food work, as well as recognise and remunerate women and girls for their contribution to maintaining familial units. This paper makes an original contribution to the relevant literature by identifying and addressing the absence of theoretical understanding of families, food consumption and poverty. By contextualising the FWB framework in absolute poverty, the paper generates novel understandings of fluidity and change in poor families and FWB.
Publisher: Emerald
Date: 17-05-2011
DOI: 10.1108/09604521111127965
Abstract: This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should be viewed by dimensions, as antecedents to a global evaluation of e‐service quality, or as a formative configuration to predict behavioral intentions. The mediating role of customer satisfaction is also to be explored in these frameworks. This paper is premised on an empirical study using cross‐sectional data from actual consumers. Data from a survey of 518 online consumers were used to test the research models through the use of a structured equation modeling (SEM) tool. The results show support for all three theoretical models, and slightly stronger support for the formative model. Customer satisfaction was also found to play a mediating role on behavioral intentions within these e‐service quality models. The research is limited to a single e‐retail product category of sport and leisure. The generalizibility of these findings is therefore limited. Further work in other sectors and over longer periods would establish the reliability of the findings. The paper also highlights some limitations in the e‐service quality literature, particularly the emphasis on the use of reflective indicators over formative approaches in the modeling of e‐service quality. Multiple configurations of e‐service quality exist in the literature, as well as variations on how it is actually measured. The authors provide specific recommendations to improve future research (and practice) involving e‐service quality conceptualization and measurement. The paper examines three alternate configurations of e‐service quality's antecedents, consequences and mediators. The authors provide a platform for further research to improve the conceptualization and measurement of e‐service quality and its effects.
Publisher: SAGE Publications
Date: 10-06-2022
DOI: 10.1177/14413582221104854
Abstract: This article presents a systematic literature review which synthesises current knowledge to advance a more sophisticated conceptual framework to measure the return on investment (ROI) in complaints management. Literature is examined from searches of ProQuest, EBSCO, Emerald Plus and Google Scholar to create a road map of extant knowledge published from 1987 to 2021 in marketing and consumer related fields. Five themes associated with ROI measurement research are identified across four time periods: Cost reduction, Organisational learning, Reputational effect, Current customer focus and Social benefits. Few studies develop a comprehensive conceptual framework for the calculation of the ROI. The current literature is then extended, with the development of a framework to assist complaint management researchers and practitioners to evaluate Customer Complaint Management practices. The framework also informs the necessary data collection. Finally, new research directions are outlined to guide scholarly enquiry.
Publisher: SAGE Publications
Date: 02-2012
DOI: 10.1016/J.AUSMJ.2011.10.012
Abstract: This paper examines the role of consumer perceptions of a website's innovativeness as a factor influencing their evaluations of website-service quality, development of trust in the website, loyalty to the website and word-of-mouth behaviours toward the website. A self-administered online questionnaire was used to collect data through an online panel of a market research firm. Participants were asked to recall a recent encounter with their preferred e-retailer and focus on that website when responding. Data were gathered from 370 Australian consumers who shopped at a variety of e-retailers across product various categories. The variables under investigation in the study were measured using established scales from the marketing literature and adapted to the context of the study. The results indicate that when an e-retail website is perceived to deliver an innovative experience this evaluation influences more positive overall e-service quality perceptions, higher trust levels, as well as website loyalty and positive word-of-mouth behaviour. The s le of the study is restricted to consumer evaluations within a specific country context Australian e-retail consumers. The empirical relationships between perceived website-service innovativeness, overall e-service quality, trust, website loyalty and word of mouth reported in the study are tentative in the sense that they are based on cross-sectional data. The study provides important implications for e-service delivery and online branding, especially for e-retailers. The paper contributes to the literature by investigating the relationship between perceived website-service innovativeness and consequent outcomes arising from consumers’ experiences of e-retail websites. Little research has addressed perceived website-service innovativeness, and its effect on quality and trust perceptions and website-related loyalty intentions in e-retailing.
Publisher: Springer Science and Business Media LLC
Date: 29-05-2017
Publisher: Informa UK Limited
Date: 22-05-2017
Publisher: JMIR Publications Inc.
Date: 31-05-2021
DOI: 10.2196/18500
Abstract: Theory-guided approaches to implementation science have informed translation efforts and the acceptance of eHealth (digital health) interventions in clinical care. However, there is scarce evidence on which theories are best suited to addressing the inherent complexity of eHealth implementation. The objectives of this systematic review are to identify theories that inform and explain eHealth implementation and to classify these theories using the typology by Sovacool and Hess for theories of sociotechnical change. An electronic search was conducted in the PsycINFO, MEDLINE, Embase, CINAHL, Scopus, Sociological Source Ultimate, Web of Science, ABI/INFORM, EBSCO, and ProQuest databases in June 2019. Studies were included if they were published between 2009 and June 2019 were written in English reported on empirical research, regardless of study or publication type reported on one or more theories in the context of eHealth implementation and were published in a peer-reviewed journal. A total of 2 reviewers independently assessed the titles, abstracts, and full texts. Theories identified were classified using a typology for theories of sociotechnical change, which was considered a useful tool for ordering and analyzing the erse theoretical approaches as a basis for future theory building. Of the 13,101 potentially relevant titles, 119 studies were included. The review identified 36 theories used to explain implementation approaches in eHealth. The most commonly used approaches were the Technology Acceptance Model (TAM) (n=33) and the Unified Theory of Acceptance and Use of Technology (UTAUT) (n=32). These theories were primarily concerned with in idual and interpersonal elements of eHealth acceptance. Less common were theories that reflect the various disorderly social processes and structural dimensions of implementation, such as the normalization process theory (n=17) and the structuration theory (n=6). Theories currently informing the implementation of eHealth interventions predominantly focus on predicting or explaining end-user acceptance. Theoretical perspectives that capture the dense and intricate relationships and structures required to enact sustainable change are less well represented in the eHealth literature. Given the growing acknowledgment of the inherent complexity of eHealth implementation, future research should develop and test models that recognize and reflect the multidimensional, dynamic, and relational nature of this process.
Publisher: JMIR Publications Inc.
Date: 03-2020
Abstract: heory-guided approaches to implementation science have informed translation efforts and the acceptance of eHealth (digital health) interventions in clinical care. However, there is scarce evidence on which theories are best suited to addressing the inherent complexity of eHealth implementation. he objectives of this systematic review are to identify theories that inform and explain eHealth implementation and to classify these theories using the typology by Sovacool and Hess for theories of sociotechnical change. n electronic search was conducted in the PsycINFO, MEDLINE, Embase, CINAHL, Scopus, Sociological Source Ultimate, Web of Science, ABI/INFORM, EBSCO, and ProQuest databases in June 2019. Studies were included if they were published between 2009 and June 2019 were written in English reported on empirical research, regardless of study or publication type reported on one or more theories in the context of eHealth implementation and were published in a peer-reviewed journal. A total of 2 reviewers independently assessed the titles, abstracts, and full texts. Theories identified were classified using a typology for theories of sociotechnical change, which was considered a useful tool for ordering and analyzing the erse theoretical approaches as a basis for future theory building. f the 13,101 potentially relevant titles, 119 studies were included. The review identified 36 theories used to explain implementation approaches in eHealth. The most commonly used approaches were the Technology Acceptance Model (TAM) (n=33) and the Unified Theory of Acceptance and Use of Technology (UTAUT) (n=32). These theories were primarily concerned with in idual and interpersonal elements of eHealth acceptance. Less common were theories that reflect the various disorderly social processes and structural dimensions of implementation, such as the normalization process theory (n=17) and the structuration theory (n=6). heories currently informing the implementation of eHealth interventions predominantly focus on predicting or explaining end-user acceptance. Theoretical perspectives that capture the dense and intricate relationships and structures required to enact sustainable change are less well represented in the eHealth literature. Given the growing acknowledgment of the inherent complexity of eHealth implementation, future research should develop and test models that recognize and reflect the multidimensional, dynamic, and relational nature of this process. >
Publisher: Emerald
Date: 02-2022
Abstract: The experience of safety as perceived by customers is a central issue in retailing, and its importance has increased because of the pandemic. Substantial literature exists addressing different factors related to safety/security experience in different types of retail channels. However, what is missing is a unified framework to guide safe customer experience initiatives across all channels. Therefore, this study aims to investigate the safety elements in omnichannel retailing as perceived by customers and how these safety elements affect customer experience (CX) judgments and consumer behavior in a post-pandemic context. A systematic literature review on safety/security studies in a retail context is conducted, followed by a qualitative study driven by a means-end-chain laddering technique collecting data from 62 retail customers in Australia, the USA and UK. Fourteen distinct safety elements in omnichannel retailing are identified. Four elements are relevant to the CX at the pre-purchase stage of the customer journey: social inclusiveness, role readiness, employment policy and safety policy enforcement. Six elements are relevant to the during-purchase stage: physical safety, personal hygiene, spatial distancing, fraud prevention, security surveillance and safety signal. The remaining four elements are relevant to the post-purchase stage: delivery safety, safety recall, mental health and data usage. This study presents a new unified framework addressing safety and security in post-pandemic retail service settings. The SafeCX framework offers researchers and managers a holistic understanding of the distinct safety elements that shape customers’ perceptions across each customer journey stage of the retail CX.
Publisher: Springer Science and Business Media LLC
Date: 27-06-2014
DOI: 10.1057/BM.2014.18
Publisher: SAGE Publications
Date: 08-02-2022
DOI: 10.1177/18393349211069114
Abstract: The paper’s research objective pertains to explicating the concept of value co-creation of health and social outcomes in an eHealth digital ecosystem context that is critical in addressing sustainable development goal (SDG) 3 – good health and well-being. It conceptualises a theoretical framework using the dynamics inherent to the value cocreation process involving a user of eHealth services and considers the influences of all involved actors from an activity theory and dialogic engagement perspectives. A Mental Health, Alcohol and other drug use eHealth service (eCLiPSE) assists as a case to illustrate the proposed theoretical framework where three overarching propositions are advanced to provide managerial guidance and critical research enquiry. This framework clarifies the importance of improving dialogic engagement processes during both synchronous and asynchronous interactions over time as value creation pathways. Managerially, the paper points to the importance of optimising service design processes and role readiness of actors (users and healthcare professionals) to better enable consumers to engage in effective dialogue in eHealth interactions for harnessing value co-creation. Through the introduction of this framework, eHealth services can be better delivered and scaled to increase the capacity of care and achieve health outcomes pivotal to the success of SDG3.
Publisher: Informa UK Limited
Date: 02-2012
Publisher: Elsevier BV
Date: 08-2020
Publisher: Elsevier BV
Date: 2019
Publisher: Informa UK Limited
Date: 21-03-2016
Publisher: Human Kinetics
Date: 11-2012
DOI: 10.1123/JSM.26.6.463
Abstract: How professional team-based sport organizations can optimize their e-service platform and manage their brand in an increasingly multichannel marketing environment is a critical issue. This study examines how sports consumers’ (i.e., fans’) perceptions of e-service quality, brand strength, and image congruency between the sport brands’ offline image and online image affects the development of consumers’ trust in the team’s website. In addition, the study explores the role of team website trust in developing team website loyalty, as well the role of loyalty in actual purchase frequency from the teams’ website. Data were collected via an online survey of sports consumers of e-services delivered by professional sport teams. The results indicate that sport team brand strength, followed by teams website e-service quality and brand image congruency between the teams online and offline activity are significant determinants of trust in the teams’ website, with online trust strongly influencing website loyalty intentions.
Publisher: SAGE Publications
Date: 08-2015
DOI: 10.1016/J.AUSMJ.2015.06.004
Abstract: Limited empirical research has investigated the impact of varying intensity levels of sexual-stimuli in print advertising on consumer behaviour together with the influence of sexual self-schema (SSS). Therefore, an exploratory experimental study was conducted with Australian women that examined the influence of explicit (high) versus mild (low) sexual stimuli intensity in print advertisements, and positive (high) versus negative (low) sexual self-schema levels on their reactions toward sex appeals. The results suggest that mild sexual-stimuli intensity has a more positive influence on women's attitudes and intended purchase behaviours, and that SSS has a limited influence. Further analysis suggests that the dimensionality of the SSS construct has shown ergent findings to prior U.S. centric research, calling for further studies to scrutinise the construct beyond this advertising context. Practitioner implications and future research directions are discussed.
Publisher: Springer International Publishing
Date: 02-12-2015
Publisher: SAGE Publications
Date: 05-2012
DOI: 10.1016/J.AUSMJ.2011.10.001
Abstract: Understanding the effective adoption of technological innovations, such as e-business, is arguably one of the key challenges facing organizations. The literature indicates that the relationship between firm capabilities and firm performance is mediated by the effects of the adopted innovation (e.g., e-business). However, the complementarity effects of capabilities on the adoption of innovation have received little attention. Drawing on the Resource Based View, this paper examines the complementarity between two firm-specific capabilities [i.e., Market Orientation (MO) and Technological Opportunism (TO)] with regard to e-business adoption (EBA) as well as the mediating effect of EBA on the capability-performance relationship. A moderated mediation analysis revealed that the relationship between MO and EBA is moderated by TO and that EBA partially mediates the effects of MO and TO on firm performance. Implications for theory and practice are discussed regarding bundling capabilities and subsequent complementarity to increase causal ambiguity in order to increase both EBA and firm performance.
Publisher: Informa UK Limited
Date: 17-05-2016
Publisher: Informa UK Limited
Date: 04-2013
Publisher: Public Library of Science (PLoS)
Date: 18-07-2014
Publisher: SAGE Publications
Date: 15-10-2022
DOI: 10.1177/00472875221129251
Abstract: Despite the economic and academic importance of periodic hallmark festivals (PHFs) and customer experience, knowledge about the tourist experience (TX) in a PHF consumption context remains limited. In response, this research conceptualizes a novel “periodic hallmark festival tourist experience” (PHF-TX) construct and develops a measurement instrument. Findings from three empirical studies of PHF tourists confirmed six constituent perceived value dimensions of PHF-TX. Empirically, PHF-TX was positively associated with behavioral intentions and subjective wellbeing, with festival attachment playing a mediating role. Important theoretical and practical implications include heterogeneity with prior experience and an attenuated impact of PHF-TX in the proposed relationships, indicating that the relationship between PHF-TX and behavioral intention may differ between first-time and repeat PHF tourists. This finding suggests there may be a point on the perceived value spectrum where the benefits of PHF-TX increase at a decreasing rate. Consequently, PHF organizers are recommended to nurture festival attachment opportunities for first-time tourists.
Publisher: Springer Berlin Heidelberg
Date: 2004
Publisher: Elsevier BV
Date: 2019
Publisher: Informa UK Limited
Date: 08-01-2014
Publisher: IGI Global
Date: 2013
DOI: 10.4018/978-1-4666-3954-6.CH015
Abstract: This chapter contributes to the study of flow theory development in the online environment by analysing its quadratic effects on consumer loyalty and flow’s role acting in parallel with satisfaction and trust. In doing so, the research reveals efficient key resource allocation implications to enhance consumer loyalty, as well as future research directions to further advance the development of flow theory.
Publisher: Emerald
Date: 09-09-2019
Abstract: Social media brand platforms have become a popular means for engaged customers to share information and experiences with brands and other customers. However, empirical research on how customer engagement (CE) relates to customers’ sharing intentions with the brand is limited. This study aims to investigate causal patterns of four CE dimensions – focused attention, absorption, enthusiasm and interaction – together with two cognitive structure properties in stimulating sharing intentions with the brand. Using data from 782 Chinese customers of brand pages on the social media platform Weibo, this paper is the first to use both finite mixture partial least squares (FIMIX-PLS) analysis and fuzzy-set qualitative comparative analysis (fsQCA) to empirically assess the impact of CE configurations on sharing intentions. The findings imply that not all of the CE dimensions co-occur necessarily and that different configurations of them can produce superior sharing intentions, conditional on the cognitive structure of customers, including their level of brand knowledge and avant-gardism. Although restricted to customers on Weibo, the results inform practice about how social media technology can facilitate different CE configurations and customer sharing intentions. The results inform brand managers’ segmentation efforts and CE content marketing initiatives that can induce different CE configurations and customer sharing intentions with customers that possess high avant-gard and brand knowledge characteristics. This study is the first to substantiate how different CE configurations (as gestalts) affect sharing intentions in social media and to challenge conventional net-effects thinking about CE dimensions. Understanding how such conditional configurations foster sharing via a social media platform is advantageous because it can improve segmentation efforts to strengthen brand relationships.
Publisher: Emerald
Date: 07-09-2015
DOI: 10.1108/IJQRM-11-2012-0148
Abstract: – The purpose of this paper is to examine the drivers of the customers’ cross-buying intentions for retail banking services in Hong Kong. – The research model was developed based on literature and tested empirically among 269 customers of retail banks in Hong Kong. Structural equation modelling was used to test the system of relationships. – The results indicate that the customers’ cross-buying intentions are primarily associated with image conflicts about the provider’s abilities to deliver high quality financial services from different activities and high levels of customer loyalty. – The research is limited to a single country focus of Hong Kong retail banking. The generalizibility of these findings is therefore limited to this context. – The findings of the study have important implications for academicians in understanding what drives cross-buying behaviour as well as retail bank practitioners to help design more effective cross-buying strategies. – The authors show that perceived image conflict and customer loyalty directly influences cross-buying intentions and that cross-buying intentions is not affected by dimensions of relationship quality directly. However, relationship quality dimensions was found to influence customer loyalty and play an important indirect role in unlocking cross-buying intentions.
Publisher: Emerald
Date: 07-09-2012
DOI: 10.1108/08876041211257909
Abstract: The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth. Data from an online survey of consumers across two studies were obtained. The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty. Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed. E‐service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality. The findings are of value to e‐service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e‐service researchers and practitioners, which could result in richer e‐service quality measures leading to improved marketing decision making and web site quality management.
No related grants have been discovered for Jamie Carlson.