1,721,037 research outputs found
E-marketing : the impact of self-service technology on consumer satisfaction and consumer commitment
No full textTraditionally, service encounters have included an interpersonal interaction between the service provider and the customer. The introduction ofself-service technologies\ud
to the service encounter, however, is reducing and in some cases, eliminating this interpersonal interaction. Self-se rvice technology is where the customer delivers the\ud
service themselves using a technological interface. This CIM funded research programme investigates the effect of self-service technology on the service encounter, and in turn on consumer satisfaction and consumer commitment. This paper reviews the literature relevant to the current study and outlines the constructs of interest in this study. The resear ch hypotheses and conceptual model are also introduced.Finally, the agenda for future research is presented
Blended delivery and online assessment : scaffolding student reflections in work-integrated learning
No full textThis paper documents a teaching innovation addressing the challenges of embedding and assessing reflective practice in work-integrated learning, specifically marketing internships. We identify four issues relating to this problem: lack of knowledge or skill for reflection, limitations of physical journals, facilitation of different forms of reflection, and suitable models for teaching and assessing reflection. The paper outlines a blended approach combining face-to-face workshops and online resources, and using online reflective journals and digital stories as assessment. The approach and assessment tasks can be implemented in a variety of marketing and business units
South East Queensland Catchments: Waterways Engagement 2017 Research Report
No full textWaterways offer a range of environmental and social benefits for people living in South East Queensland. The impact of these benefits is important to understand. Each year, Healthy Land and Water produces an annual report card on environmental conditions and social impacts of the waterways across 19 catchment areas in South East Queensland (SEQ). The Report Card provides an annual assessment of the pressures facing our waterways, their current environmental condition (A-F grade), and the level of social and economic benefit the waterways provide to local communities (1-5 star rating). \ud
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The 2017 QUT social science report contributes the social research data for the Healthy Land and Water annual Report Card. The study provides the social component of evidence, specifically the attitudinal and behavioural components that underpin social expectations and actions towards valuing and using local and SEQ waterways in communities across the 19 catchment areas. \ud
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The 2017 social science study is guided by a conceptual-based model and two research questions focusing on the social benefits of waterways – specifically to understand the relationship between waterway condition and perceptions of waterway useability, accessibility and satisfaction, within an engagement framework. The questions specifically investigated to what extent do people use, value and benefit from engaging with in their local waterways, and to what extent do waterway conditions impact the use and enjoyment of these waterways? \ud
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Data for the study were collected through a self-administered 15 minute online survey. Questions for the survey were developed from modified existing scale items and questions used in previous Healthy Waterway surveys to allow comparison. The sample was adults living in the 19 catchment areas in South East Queensland (SEQ) The 2017 survey used two recruitment strategies for sampling; panel (n = 3200) and social media (n = 722) , as a way to increase representation in the Stanley, mid Brisbane and Upper Brisbane catchments. It should be noted that analysis revealed statistically significant differences between the panel and social media data and these are therefore reported separately. Data were analysed using the statistical packages SPSS (23). Quantitative analyses provided frequencies, mean statistics, correlations regressions and cluster analysis. \ud
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The study found respondents confirmed local waterways in particular, play a valuable and important role in their daily lives and that they enjoyed a range of wellness benefits from their use. \ud
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Swimming and recreational activities alongside waterways, such as walking, cycling and picnics, were the most popular activities, with fishing featuring more prominently in some catchments. Similar to previous years, while local waterways were viewed as very accessible, useable, and that respondents were generally satisfied overall, the response means (average score) on all these indicators were lower than previous years. \ud
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Respondents’ life satisfaction scores were found to be positively related to satisfaction of waterways and waterway conditions (local and SEQ level). This means that those people who used or visited waterways were generally more satisfied with their lives. In addition, waterway place attachment - or the benefits the respondents feel they receive from their local waterways – were reported as high in coastal aligned catchments, such as Moreton Bay and Islands Catchment, while social value – or the level of value respondents receive from using waterways with their friends and family – were reported as high in the Mid Brisbane catchment area. Conditions of local waterways, such as perceptions of water clarity and cleanliness, were found to influence activities in or alongside a waterway. The study also found that in general, people were limited in their protection activities. For those who did report being active in stewardship, rubbish clean-up and monitoring were the most commonly undertaken. Tallebudgera showed the highest levels of stewardship with their local waterways while Upper Brisbane showed the lowest levels. \ud
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Discussion responding to the two research questions is presented in the conclusion section, followed by key recommendations, with opportunities for future research identified
Self-service technology and the moderating effects of\ud consumer characteristics
No full textThe incidence of self-service technology, where the consumer\ud
delivers the service themselves using technology, is increasing in the service\ud
encounter. One area that is under-explored is the potential impact of\ud
self-service technology on consumer satisfaction and affective commitment.\ud
Accordingly, this paper presents an empirical study that investigates the relative\ud
impact of self-service technology on consumer satisfaction (both overall and\ud
transaction-specific) and affective commitment, accounting for the moderating\ud
effects of consumer characteristics. The results highlight the importance of\ud
personal service for evaluations of satisfaction and commitment, and the\ud
importance of social competency as a moderator in this relationship. An\ud
understanding of these consumer perceptions will allow organisations to\ud
develop strategies to deliver the services expected by their consumers,\ud
improving consumer satisfaction and commitment
Determining consumer satisfaction and commitment through self-service technology and personal service usage
Full text linkThis paper expands research into self-service technology in the service encounter. Self-service technology is where customers deliver service themselves using some form of a technological interface. There is still a great deal unknown about self-service technology, in particular its impact on consumer satisfaction and consumer commitment. With that in mind, this empirical study explores the relative impact of self-service technology on consumer satisfaction and on a multidimensional measure of consumer commitment containing affective commitment, temporal commitment and instrumental commitment. The results reveal that in a hotel context personal service still remains very important for assessments of satisfaction, and affective and temporal commitment. What is particularly interesting is that self-service technology, while impacting these constructs, also impacts instrumental commitment. This suggests that positive evaluations of self-service technology may tie consumers into relationships with hotels. A discussion and implications for managers are provided on these and other results, and the paper is concluded with further potential research
Choosing Between Right and Right
No full textCorporate responsibility is an area of growing interest among business researchers, practitioners and policy makers. Demands on firms to act ethically are made by a wide range of stakeholder groups, including customers and the wider community. However, stakeholders often make competing demands on firms, and the desired outcomes, though apparently responsible, may be contradictory. This paper reviews the corporate responsibility literature to reveal research gaps and inconsistencies, and proposes a research agenda to address these issues, beginning with an examination of how senior marketing managers decide between decisions that are "right" and "right" rather than "right" and "wrong"
Financial institutions using social media – do consumers perceive value?
No full textPurpose\ud
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The purpose of this paper is to examine consumer perceptions of value of financial institutions using social media to interact with consumers; if overall perceived value predicts a consumer’s intention to adopt, and if intention predicts self-reported adoption of social media to interact with a financial institution; and if perceptions of value in using social media to interact with a financial institution changes over time. \ud
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Design/methodology/approach\ud
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Self-administered surveys were run at two time points; 2010 and 2014. Data were analyzed using multiple and mediated regressions, and t-tests. Comparisons are made between the two time points. \ud
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Findings\ud
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Perceived usefulness, economic value, and social value predicted overall perceived value, which in turn predicted a consumer’s intention to adopt social media to interact with a financial institution. At Time 2, adoption intention predicted self-reported usage behavior. Finally, there were significant differences between perceptions across Time 1 and 2.\ud
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Research limitations/implications\ud
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The implications of the research highlight the importance of overall perceived value in the role of adoption intention, and that at Time 2, adoption intention predicted self-reported adoption to read and share content. A reduction in perceptions of value and intentions from Time 1 to Time 2 could be explained by perceptions of technology insecurity. In future studies, the authors recommend examining inhibitors to adoption including hedonic value. \ud
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Practical implications\ud
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The findings suggest that consumers will use social media if the sector creates and clearly articulates consumer value from using social media. The sector also needs to address technology security perceptions to increase usage of social media. \ud
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Originality/value\ud
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This paper is one of the first to investigate the consumer’s perspective in social media adoption by financial institutions, by exploring the role of value in consumer adoption and usage of social media
2006 Faculty of Business Research Student's Colloquium - Research Across Boundaries: Enhancing Research
No full textEstablishing a quality franchise relationship in Taiwan : Investigating relationships between relationship quality, loyalty and cooperation
No full textFranchised convenience stores successfully operate throughout Taiwan, but the convenience store market is approaching saturation point. Creating a cooperative long-term franchising relationship between franchisors and franchisees is essential to maintain the proportion of convenience stores..
CEOs who tweet: Brand alignment and interaction
No full textThis paper investigates CEO Twitter usage to understand the influence on their corporate brand alignment and the intended and unintended con sequences on their corporate brand. In this paper using corporate branding frameworks, we answer three research questions as they relate to CEOs’ use of Twitter (a microblogging social media platform): \ud
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- What are the key themes CEOs Tweet about? \ud
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- How aligned are CEO Tweets with their corporate brands? \ud
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- How interactive are CEO Tweets? \ud
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Nvivo 9 and SPSS were used for content analysis of 100 tweets by 20 CEOs (n 2000 ) and their associated organisational brand statements. Corporate brand minders should be reassured from the results as the CEO tweets contain high levels of corporate brand alignment at first the interaction. However, while first level alignment is strong alignment weakens with more interaction. CEOs should be aware of this, and equipped with broader message toolboxes and extended brand language enabling more aligned interactions
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