906 research outputs found
One size doesn't fit all. Exploring marketing strategies for influencing three dimensions of brand loyalty
No full textBrand loyalty is a concept that has garnered considerable interest over recent years from both marketing practitioners and academics alike. While marketers are primarily interested in ways they can generate and increase brand loyalty from their customers, academics strive to conducts research which investigates the antecedents and consequences of customer loyalty (See DeWitt, Nguyen and Marshall 2008; Russell-Bennett, McColl-Kennedy and Coote 2007)
Resilience in the face of adversity
No full textWith the third anniversary of 9/11 just passed and the threat of terrorist attacks still ever-present, reflection both personally and professionally has become a greater part of our lives. In a dynamic marketing environment, now more than ever, it is important to value the personal characteristics that makes us rise above a crisis and forge new pathways. \ud
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This reminds me of an outstanding conference presentation I heard at the Academy of Management annual conference two years ago. Dr Steven Freeman, of the University of Pennsylvania, won a prestigious Best Paper award for his presentation, which outlined how an investment bank located in the twin towers not only survived the crisis but increased its market share
Data for: Addressing resource deficiencies amongst consumers experiencing vulnerability: Retail hardship programs
No full textThis data consists of 20 project reports from the Commonwealth funded Low Income Earner Energy Efficiency Program (LIEEP) 2012 - 2015 funded by the Department of Climate Change (later known as the Department of Environment and Energy). These reports were publicly available on the Department of Environment and Energy website until the end of 2019 when they were removed
Supplemental material - Healing the Digital Divide With Digital Inclusion: Enabling Human Capabilities
No full textSupplemental material for Healing the Digital Divide with Digital Inclusion: Enabling Human Capabilities by Raymond P. Fisk, Andrew S. Gallan, Alison M. Joubert, Jenine Beekhuyzen, Lilliemay Cheung, and Rebekah Russell-Bennett in Journal of Service Research</p
The actual and imagined customer experiences of blood donation: a customer value perspective
No full text<b>Blood donation as an altruistic service</b>\ud
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Altruistic services are increasing; there is significant growth in the number of social enterprises and commercial organisations are increasingly committed to becoming transformative in nature as they seek to improve the lives of others. One such altruistic service is blood donation, which is an essential service underpinning effective health programs in any country. Typically, blood donors are volunteers and therefore a sustainable blood supply is reliant on the goodwill and altruistic commitment of donors. In Australia, as in many other developed nations, there are considerable challenges to maintaining a sufficient and sustainable blood supply (Caulfield, 2013). From a marketing perspective, blood donation is a unique context. First, it is a ‘people-processing’ service (Lovelock, 1983, Russell-Bennett et al., 2013) where the marketing exchange relates to bodily fluid rather than to money. Second, blood donation is an altruistic social service in that it has no direct benefit for the customer donor, and only benefits other people and society as a whole (Kotler and Zaltman, 1971). Prior research has identified the customer experience as an important motivator or deterrent of this donation behaviour (Russell-Bennett, Hartel, Previte and Russell 2012; Russell-Bennett, Previte, Gallegos, Hartel, Smith and Hamilton 2013) and thus understanding the nature of the value derived from the altruistic experience is an important contribution to the value literature. Typically service researchers have investigated the value as perceived by current customers; in extending this scholarship the current study investigates the imagined value of potential customers and in an altruistic service context. In an altruistic service, the donor is an operant resource or is an interactive agent (McColl-Kennedy et al., 2012) providing skills and abilities (and body parts) for the organization to deliver its service (blood supplies to medical institutions). Considering the important resources that blood donors bring to the service experience, we respond to the call for more research on the broadened role of customers in the customer experience by McColl-Kennedy and colleagues (2015). We argue that services scholars require deeper understanding of both the actual and imagined value a service contributes to knowledge about customer value..
Commercial friendships between gay salesmen and straight female customers
No full textPerhaps it is now sacrosanct in marketing to contemplate that many service encounters, especially those in retail settings, are social encounters in which bonds between and among customers and employees are critical drivers of consumption (Beatty et al., 1996; Rosenbaum, 2006). Indeed, within retail settings, it is often possible for salespeople and customers to form so-called “commercial friendships” (Price and Arnould, 1999). These friendships result in both salespeople and their customers having social interactions that are close to those experienced in personal friendships (Swan et al., 2001), and which are extremely satisfying for all parties. Outside of marketing, the social science literature (Grigoriou, 2004; Rumens, 2008; Russell, DelPriore, Butterfield, and Hill, 2013) and popular press (de la Cruz and Dolby, 2007; Hopcke and Rafaty, 1999; Tilmann-Healy, 2001, Whitney, 1990) is replete with knowledge regarding the “absolutely fabulous” friendships (Hopcke and Rafaty, 1999) that often form between gay men and straight women. In fact, Western culture regularly highlights the compatibility of gay men and straight women in film, television, and writing, to the extent that they have now influenced popular thinking on the topic, so that gay men and straight females are viewed as sharing common plights and interests (Rumens, 2008). \ud
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Yet, thus far, marketing researchers have looked askance at the effect of friendships between gay male employees and heterosexual female customers in consumption settings, such as retail stores and boutiques. Indeed, with the exception of Peretz’s (1995) participant observation regarding how young and outwardly gay salesmen use their ambiguous gender to sell women’s clothing, in a Paris-based luxury boutique, any theoretical explorations regarding retail-based commercial friendships between gay salesmen and female customers are non-existent—until now. \ud
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This research addresses this apparent chasm in the literature by putting forth an original framework that shows how the emotional closeness between gay salesmen and female customers, due to the absence of sexual interest and inter-female competition, results in an intense emotional closeness, that facilitates pleasurable retail transactions, customer satisfaction, loyalty, and positive word-of-mouth. In doing so, this work extends the commercial friendship paradigm by considering retail-based, commercial friendships between an under-researched marketplace dyad; gay men and straight females. It is worth noting here that some straight women may find the idea of commercial friendships with gay salesmen as undesirable, due to the very notion of having relationships with retail organizations or employees (Noble and Phillips, 2004), or a personal disdain for homosexuality
The role of other people and emotion for blood donation : an altruistic social service
No full textBlood donation is a critical part of health services with a viable blood supply underpinning an effective health program in any country. Typically blood is provided by voluntary donations from citizens and is therefore reliant on the goodwill and altruistic commitment of donors. In Australia, like many other developed nations, there are many challenges in maintaining a sufficient and sustainable blood supply. The Australian Red Cross Blood Service Donor and Community research group aim is to understand the barriers, motivations and perceptions of donors. Blood donation is a ‘people-processing’ service (Lovelock 1983, Russell-Bennett et al 2013) with the marketing exchange relating to bodily fluid rather than money and is an altruistic social service that has no direct benefit for the customer donor rather the benefit is for other people and society (Kotler and Zaltman 1971). Emotion has been shown to be a motivator and a barrier in a variety of Blood Service studies, this is a key insight that is further explored in the current study. Other key social factors that impact blood donor behavior are classified as social because they involve perceptions of other people’s beliefs and responses (such as moral or subjective norms), peer pressure, other people’s expectations and other people as a form of support. Given that emotions are social phenomena (Parkinson 1996), this study focuses on the role of other people in the blood donation process and how other people relates to the emotional experience of blood donors. We argue in this paper that overcoming emotional barriers to blood donation by leveraging the role of other people will influence low donation rates in Australia. To date, there has been little evidence in service research that identifies. In this paper we explore how other people influence the emotional experience of donors and how, donor emotions create the need for other people as a coping resource
Female Entrepreneurship in Australia: Revisited
No full textThis paper is a ten-year follow-up on a study conducted in 1995 that profiled women entrepreneurs in Australia (Bennett and Dann 2000). The aim of the paper is to identify changes in demographic profile, motivation and personality traits of women entrepreneurs over the past ten years by replicating a study from1995 and reporting the results
Back on the market: Understanding condom use behaviour in heterosexual adults 50 years+
No full textOlder adults began their sexual lives with an unprecedented sense of freedom thanks to the development of the contraceptive pill and women’s liberation movement. However with divorce rates rising and marriage rates declining, older adults are increasingly ‘back on the market’. This is also accompanied by a rise in the incidence of sexually transmitted infections that could be prevented by using a condom. The current literature on condom use typically has a youth focus and in particular an emphasis on contraception. Given the differing nature of sexual encounters for older consumers, there is a need for alternative explanations of condom use behaviour that reflect key motivations and barriers in this age cohort. Therefore we propose a new conceptual model to explain heterosexual older adult condom-use behaviour by drawing on two theoretical frameworks; protection motivation theory and sexual scripting theory. The new framework contains four categories of factors; sexuality, gender roles, threat appraisal and coping appraisal
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