Showing papers in "European Journal of Marketing in 2001"

Brand trust in the context of consumer loyalty

Abstract: The existing literature of brand loyalty has been essentially focused on the roles of perceived quality, brand reputation and especially satisfaction, due to the fact that they summarise consumers’ knowledge and experiences, guiding their subsequent actions. In this context, the shifting emphasis to relational marketing has devoted a lot of effort to analyse how other constructs such as trust predict future intention. The fact that there are conceptual connections of trust to the notion of satisfaction and loyalty, and thatthis effort is especially lacking in the brand‐consumer relationship, moves the authors to focus on analysing the relationships existing among these concepts. Research methodology consisted of regressions and multivariable analysis with a sample of 173 buyers. The results obtained suggest the key role of brand trust as a variable that generates customers’ commitment, especially in situations of high involvement, in which its effect is stronger in comparison to overall satisfaction.

Corporate identity, corporate branding and corporate marketing ‐ Seeing through the fog

Abstract: Outlines 15 explanations for the fog which has enveloped the nascent domains of corporate identity and corporate marketing. However, the fog surrounding the area has a silver lining. This is because the fog has, unwittingly, led to the emergence of rich disciplinary, philosophical as well as “national”, schools of thought. In their composite, these approaches have the potential to form the foundations of a new approach to management which might be termed “corporate marketing”. In addition to articulating the author’s understanding of the attributes regarding a business identity (the umbrella label used to cover corporate identity, organisational identification and visual identity) the author outlines the characteristics of corporate marketing and introduces a new corporate marketing mix based on the mnemonic “HEADS”[2]. This relates to what an organisation has, expresses, the affinities of its employees, as well as what the organisation does and how it is seen by stakeholder groups and networks. In addition, the author describes the relationship between the corporate identity and corporate brand and notes the differences between product brands and corporate brands. Finally, the author argues that scholars need to be sensitive to the factors that are contributing to the fog surrounding corporate identity. Only then will business identity/corporate marketing studies grow in maturity.

Corporate branding and corporate brand performance

Abstract: Corporate branding necessitates a different management approach. It requires greater emphasis on factors internal to the organisation, paying greater attention to the role of employees in the brand building process. This paper explores the implications of corporate branding for the management of internal brand resources. We describe a model for managing brands through narrowing the gap between a brand’s identity and its reputation and, building on this, identify three key factors that affect brand perceptions and brand performance. Finally, we review some of the mechanisms that may be used to facilitate greater congruence of brand perceptions within the brand team and communication of a brand’s identity to employees.

A motivational process model of product involvement and consumer risk perception

Abstract: Within consumer psychology, both product involvement and perceived risk are viewed tobe motivational constructs, influencing subsequent consumer behaviors such as information search and dissemination, as well as extensiveness of the decision‐making process. While these constructs are closely related, extant research reveals considerable ambiguity regarding the psychological mechanisms by which components of these two constructs influence one another. This article presents a conceptual motivational process model, explicating the processes by which involvement and consumer risk perceptions are caused, and influence one another, as well as subsequent behavioral responses of consumers. An empirical study, carried out to test the motivational process model and the hypothesized causal relationships finds overall support. Implications of this research for marketers and consumer psychologists are discussed and suggestions for future research are provided.

Behavioural responses to customer satisfaction: an empirical study

Abstract: Investigates the behavioural consequences of customer satisfaction More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word‐of‐mouth communications, and intentions to switch service providers) Implications for practice, study limitations, and directions for future research are discussed

Corporate citizenship as a marketing instrument—Concepts, evidence and research directions.

Abstract: Confronted with increasing pressures to limit government spending on social welfare, more and more public policy makers welcome the growing social involvement of corporations. Yet, inasmuch as corporate citizenship may be desirable for society as a whole, it is unlikely to be embraced by a large number of organizations unless it is associated with concrete business benefits. This paper presents past findings and proposes future research directions useful for understanding the potential value of corporate citizenship as a marketing tool. Specifically, after examining the nature of corporate citizenship, the paper discusses its potential impact, first on consumers, then on employees. Two conceptual frameworks are introduced to guide research on the value of corporate citizenship in terms of external and internal marketing respectively.

A synthesis of contemporary market orientation perspectives

Abstract: A great deal of attention has been devoted to the concept of market orientation in marketing academe and practice. Numerous perspectives have been proposed as researchers endeavor to conceptualize the market orientation construct and implement it in practice. Presents a conceptual framework that integrates five recently advanced perspectives on market orientation (Deshpande, Farley, and Webster; Kohli and Jaworski; Narver and Slater; Ruekert; Shapiro). The similarities and differences are reviewed and a synthesized conceptualization of market orientation is offered, followed by a discussion of market orientation as a managerial versus cultural phenomenon to achieving a competitive advantage.

Corporate marketing and service brands ‐ Moving beyond the fast‐moving consumer goods model

Abstract: Examines the issues associated with the creation and development of service brands in corporate branding. Initially considers the increasing importance of the services sector, the appropriateness of corporate versus individual branding and how service organisations have challenged the traditional approach to business. By analysing the success and failure of corporate branding in financial services, illustrates how thinking about service branding needs to change. Outlines the differences between product and service branding and considers how the fast‐moving consumer goods (FMCG) approach to branding needs to be adjusted for the services sector. Particular emphasis is placed on the intangible nature of services and corporate branding and how problems linked to intangible offerings can be overcome. Concludes with an examination of the roles that employees and consumers play in the delivery and strengthening of the corporate service brands.

A model of close business relationships in China (guanxi)

Abstract: Examines the antecedents and consequences of close business relationships (guanxi) in China. We hypothesize that decision‐making uncertainty and perceived similarity positively affect guanxi, whereas opportunism negatively affects guanxi. We also hypothesize that guanxi positively affects business performance, mediated by relationship quality and interdependence. An empirical study of Hong Kong and mainland China business relationships generally supports the model. The managerial implications are discussed.

Service recovery attributions and word‐of‐mouth intentions

Abstract: The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

Corporate identity and corporate image revisited ‐ A semiotic perspective

Abstract: Asserts that the marketing discipline has been quite instrumental in securing and maintaining both practical and theoretical attention to the issues of identity and image in contemporary organisations. Discusses and critiques much of the discourse of corporate identity and image management. This is accomplished through a semiotic exercise in which prevailing perspectives and assumptions with respect to corporate identity and image are explained, analysed and subjected to a coherent interpretive framework. Rather than trying to legislate terminology or suggest conceptual parsimony, we use the semiotic framework as one way to illustrate the benefits of theoretical consistency and to stimulate self‐reflection among scholars who use the notions of identity and image.

Antecedents and consequences of salesperson burnout

Abstract: Investigates the antecedents and outcomes of salesperson burnout. Prior research on burnout in personal selling is extended by including a more complete set of predictors of burnout, and by testing the conceptual model of burnout using a multi‐company sample of field salespeople in an international setting. Relationships among burnout, attitudes, and behavior are predicted based on relevant literature, and are tested using survey results from 148 field salespeople in Australia. Path analysis results show that the proposed conceptual model fits the data well. Intrinsic motivation, role ambiguity, and role conflict are all significant antecedents of burnout. Job satisfaction and salesperson performance are direct outcomes of burnout, and also mediate the indirect influence of burnout on organizational commitment and intention to leave. Implications for salesforce management and future research are discussed.

Relationships between personal and corporate reputation

Abstract: The psychological study of personal reputation has implications for the study of corporate identity and reputation. One set of implications deals with the way organisations are perceived by members of internal and external groups. Another set deals with the relationships between identity and reputation. Historical trends suggest the possibility of a shift of emphasis from the study of individual organisations to the study of similarities and differences between organisations. The size, shape and multiplicity of corporate reputations appear to be neglected areas of research. Other issues include: language usage, the distribution of attributions, visual identity, subculture, cognitive functions, ideals, and leadership.

Linking sponsorship and cause related marketing

Abstract: Sponsorship activities have become a mainstream component of the marketing mix. As such, there are attempts to make these activities more effective by leveraging them using advertising, sales promotions, or in an increasing number of cases, through cause related marketing (CRM). This paper explores the relationship between sponsorship and CRM and identifies the potential opportunities that arise from leveraging sponsorships using CRM. The paper also examines the limitations of CRM as a leveraging strategy, puts forward a typology for categorising CRM and identifies some future research issues related to CRM‐leveraging of sponsorship.

Understanding organisational culture and the implications for corporate marketing

Abstract: The actions of employees such as service personnel are seen as being important in communicating a company’s corporate values and goals, particularly where they interact directly with customers and other corporate audiences. Their beliefs, norms and values derived from the organisational culture influence their actions and the informal messages that they communicate. A mystique still exists around the concept of organisational culture. This paper attempts to rectify this by reviewing the literature relating to organisational culture, focusing on its definition, the factors which influence it and the arguments as to whether it can be managed. The paper highlights the complexity of the phenomenon and the need for corporate marketers to be more sensitive to this complexity in the development and execution of corporate communication strategies. This requires marketers to work more closely with researchers and practitioners working in the fields of organisational behaviour and human resource management.

Leadership style and market orientation: an empirical study

Abstract: There has been considerable research into the barriers to the development of market orientation. However, whilst researchers have alluded to the importance of top management knowledge, skills and commitment, the issues of leadership style has been largely overlooked. This lacuna in marketing theory is despite numerous indirect references to the importance of leaders in developing a market oriented culture. The objective of this study is to explore and describe the role of top management leadership style in influencing the process of market orientation development. Begins with a review of existing definitions of and perspectives on the content and components of market orientation. Thereafter extant research into the barriers and processes of market orientation are examined and critically appraised. Following a discussion of the research methodology adopted, the findings of a survey of leadership style and market orientation are presented. Concludes with a discussion of the implications of this study for theory and practice, highlighting the importance of this avenue of research.

Exporting as an entrepreneurial act - an empirical study of Nigerian firms

Abstract: Explores the entrepreneurial underpinning of the low export involvement level of manufacturing firms from Nigeria, a sub‐Sahara African, developing country. Using a pre‐validated export‐entrepreneurial orientation construct (and a 78‐firm representative sample), a high versus low export‐entrepreneurial taxonomy was derived. High export‐entrepreneurial firms are typically more innovative in developing exporting, less averse to exporting risks, and have more proactive motivations for exporting. They perceive domestic environmental problems as much as other firms, but appear better able to adapt, hence their higher tendency to initiate exporting. Policy recommendations are presented for four groups of firms, linked to high/low export entrepreneurial orientation and exporter/non‐exporter categorisations.

The marketing of political marketing

Abstract: Has political marketing been over‐marketed? This article – taking a definition of political marketing that (controversially) excludes news management and “spin” control – does not seek to “prove” that it has, merely to suggest that the impact of marketing in politics is not directly analogous to its effectiveness in business because of differences between a business context and a political one. We argue specifically that political marketing programmes can sometimes do harm, and two case studies – from Canada and Britain – are examined to illuminate this. The claim is that marketing is thus less relevant in politics, both at the level of description and prescription. The broader aim of the article is to sensitise students and researchers alike to the differences in commercial and political contexts, differences of which practitioners must be aware if they are to utilise political marketing to its best advantage.

Antecedents and consequences of market orientation in public organisations

Abstract: The aim of this article is to link research on market orientation in the field of marketing with the proposals of reform and modernisation made in the administrative and political field. Market orientation in business organisations is a highly topical issue, or even more, it is considered by someacademicians as the new marketing paradigm. Following these studies and their proposals of application in other sectors, a market orientation model is developed, from a public management perspective, in the setting of local governments through testing a set ofhypotheses about the construct and its antecedents and consequences. Antecedents explaining why some local governments are more market oriented than others are identified. Moreover, market orientation is shown to influence public organisation performance.

How important are ethics and social responsibility? ‐ A multinational study of marketing professionals

Abstract: States that in the present era of global marketing, as more companies enter international markets, ethical problems are likely to increase. As companies and their managers deal with their counterparts in different countries, there is a need to understand the latter’s ethical decision‐making processes. Divergence in ethical behavior and attitudes of marketing professionals across cultures can be explained by, among other variables, differences in perceptions regarding the importance of ethics and social responsibility in achieving organizational effectiveness. This study investigates the variation in those perceptions among marketing professionals from Australia, Malaysia, South Africa, and the USA. The variation is explained by country differences (cultural differences, differences in the economic environment, and differences in legal/political environment), organizational ethical climate, and selected demographic characteristics of the marketer (gender and age).

The added value of corporate logos ‐ An empirical study

Abstract: Describes the evaluations, by potential customers, of a new logo of a Dutch bank. Evaluations were measured before and after the introduction, comparing perceptions of the new logo with the observations of the logos of two competitors (a larger and a smaller one). The study indicates that people attribute different associations to each logo. The set of associations they have with the logo appeared to increase if respondents were confronted with the name of the company behind the new logo. After the launch of the new logo, embedded within a nation‐wide advertising campaign, the positive associations increased and the negative evaluations decreased. The majority of interviewees were able to describe associations that matched the intentions which the bank wanted to express with its new corporate symbol.

Critical marketing theory: the blueprint?

Abstract: There has been considerable recent discussion about the relevance of critical theory to management discourse and its implications for the education of managers Within this debate, marketing, and by implication, marketing academics, have been extensively criticised by those outside the discipline for failing to embrace more critical theoretical approaches in their work Unfavourable parallels have been made with management accounting which has a similar academic/practitioner profile but where critical theory was embraced over two decades ago The objectives of this paper are threefold: to attempt to account for the lack of critical theory in the discipline; to provide a critical evaluation of the usefulness of critical theory in marketing discourse; and to assess some of the practical implications associated with the implementation of critical theoretical approaches in teaching, research and publishing

Consumer evaluations of brand imitations

Abstract: Reports a common occurrence in the marketplace: brand imitation. A total of 160 consumers participated in an experiment where goodness of imitation, presence/absence of the imitated brand, reputation of the store and type of product (convenience/luxury) were manipulated. The results show that consumer evaluations of brand imitations do not depend on how good the imitation is. The better the image of the store in which brand imitations of luxury products are distributed, the more positive consumer evaluations. In the case of convenience goods however, the impact of store image on consumer evaluations depends on the presence or absence of the imitated brand. Four consumer characteristics were found to correlate negatively with evaluations of brand imitations: product category involvement, product familiarity, brand sensitivity and generalised brand loyalty.

Political marketing ‐ An investigation of the political marketing concept and political market orientation in Australian politics

Abstract: The connections between political parties, the electorate (individual voters) and society at large, that may be achieved through applying marketing is an important area in need of research. Understanding such connections is vitally important for effective and efficient use of marketing in politics and also for improvement in the delivery of the political offering to society. This paper presents the findings of an exploratory research project carried out in Australia on the philosophical basis and operationalisation of marketing in politics. A survey and in‐depth interviews were undertaken to explore issues related to the application of market orientation and its relationship to the marketing concept in political marketing. The results highlight unique dimensions and relationships of marketing in politics.

Methodological issues in conjoint analysis: a case study

Abstract: To help further our understanding of how keymethodological issues in conjoint analysis influence outcomes, a choice‐based conjoint study measuring consumer preferences for pre‐packed apple selection packs was conducted The role of stimuli presentation format was considered by comparing the performance of physical prototype stimuli and realistic pictorial representations This indicated no substantial differences in the choice decisions made using the two presentation formats and suggested that photographic images may be used instead of prototype stimuli A second issue pertained to the need for training and warm‐up exercises prior to the actual conjoint choice task While this indicated some differences in choice strategies, a significant improvement in internal validity of choice decisions made with and without training was not achieved One possible explanation for this finding may be that respondents made choices between apple products, a product category for which decision strategies are likely to be stable and well‐developed

Nutrition labelling: issues and policies

Abstract: Nutrition labelling of food products has received considerable attention in the marketing literature due to increasing consumer interest in health and diet issues. Nutrition labelling of food products is intended to enable informed consumer choices and stimulate the consumption and production of healthful products. Reviews nutrition labelling research, organises the literature, and discusses implications for policy makers, managers and researchers. Analysis of the literature suggests heterogeneous utilisation and comprehension of on‐pack nutrition information by consumers. The effectiveness of nutrition labelling depends also on the organisation and presentation of the information, implying the importance of regulatory issues. The topic is rich in public and marketing policy implications and provides several opportunities for further research.

Development and management of corporate image in South Africa

Abstract: Gathers empirical evidence on how South African organisations manage their corporate image management process. The aim is to establish whether one of the leading models of the corporate image management process is applicable to practitioners in the area. While there is renewed interest in both academic and management circles, relatively few studies exist in the area of image management. In‐depth interviews with ten organisations that substantially changed their images recently were undertaken. The results are reported and confirm that the current knowledge and constructs on the corporate image management process are being put into practice by marketers.

The product, sales and market‐oriented party ‐ How Labour learnt to market the product, not just the presentation

Abstract: Comprehensive political marketing informs how parties determine their policies and organisation, not just how they campaign. This article applies the marketing concepts of product, sales and market orientation, combined with tools such as market intelligence, to party behaviour as a whole. Producing a comprehensive theoretical framework, it explores how a product, sales and market‐oriented party would behave and go through a marketing process. This framework is used to analyse the British Labour Party, showing how Labour moved from a product‐oriented approach in 1983, through to a sales orientation in 1987, finally achieving a market orientation – and electoral success – in 1997. This demonstrates the potential of political marketing to deepen our understanding of a wide range of political behaviour.

Strategic political segmentation - a new approach for a new era of political marketing

Abstract: This article begins by analysing developments in political segmentation over the last decade. Using an appropriate database and statistical approach, segments of the British electorate are identified. Conservative and Liberal Democrat segments are then analysed and issues affecting their likely electoral performance discussed. The Labour segments split into distinctive “old” and “new” Labour camps. As attitudes differ widely across these segments, the two most different segments are targeted for further analysis. The issues which most discriminate between these two Labour segments are highlighted and some suggestions forwarded on how policies might be positioned for these disparate segments. The article concludes by considering the stability of political segments over time. It also discusses the limits of strategic segmentation in politics and identifies further research opportunities.

Organizing for the effective introduction of new distribution channels in retail banking

Abstract: Explores why some retail banks more than others are vigorous in their promotion of and have been successful in changing their distribution channel structure by introducing new electronic channels, such as PC banking and Internet banking. A tentative model is proposed relating a number of variables to the banks’ promotion and successful introduction of the electronic channels. Responses from 60 key managers in the largest retail banks in Denmark indicate that bank size, expected advantages for the customers, attention to the future, senior management support, and willingness to cannibalize existing channels may be important factors in explaining the successful introduction of the electronic channels. Further, the results indicate that different attitudes and perceptions are related to different means of attracting customers to the electronic channels. Finally, discusses the implications for the banks and other firms of adopting the Internet as a distribution channel.