Showing papers in "European Journal of Marketing in 2014"

Exploring consumers' motivations to engage in innovation through co-creation activities

Abstract: Purpose – This paper aims to explore what factors motivate consumers to engage in co-creation innovation activities. The authors propose that motivations differ across types of activities, whether working independently, as part of a community or directly with the firm. They offer theoretical explanations as to why this might be the case. Design/methodology/approach – Adopting an exploratory research design, the study consists of a series of online interviews with participants in the gaming and video games industry. Findings – Motivations appear to differ across types of co-creation efforts. Innovating independently of the firm appears to be driven by egocentric motives; innovating as part of a community appears to be driven by altruistic motives; and innovating directly in collaboration with the firm appears to be driven by opportunity- (or goal-)related motives. Practical implications – Understanding the factors that motivate consumers to engage in co-creation activities enables firms to strategically ma...

The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth

Abstract: Purpose – This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery. Design/methodology/approach – Survey data were analyzed using confirmatory factor analysis and structural equation modeling. Findings – The authors' findings indicate that procedural and interactional justice perceptions significantly influence customer affection, with distributive justice perception being significant only if the failure severity is high. The present research also provides evidence for the links between customer affection and loyalty, and customer affection and word-of-mouth respectively, indicating that strengthening the emotional tie between customers and companies is crucial after service failure and recovery. Research limitations/implications – The present research makes a significant contribution by demonstrating the relationship between customer affection and other key constructs such as justice perception, custome...

Factors enhancing word-of-mouth influence: positive and negative service-related messages

Abstract: Purpose – This study aims to examine the effects interpersonal, service product and message factors has on positive and negative word of mouth's (WOM) influence. The study also sought to address the impact WOM had on changes in people's willingness to use a service provider. Design/methodology/approach – A total of 495 consumers who had received positive WOM and 505 who had received negative WOM in the prior 12 months completed an online survey. The sample was recruited through a national online consumer panel provider. Findings – Positive WOM was more effective and positive WOM messages had a greater effect on people's willingness to use a service than did negative WOM. Paradoxically, the strength of WOM and interpersonal factors had more impact on the influence of negative WOM, while brand equity enhanced positive WOM and acted as a buffer to negative WOM. Research limitations/implications – The study was conducted in a services context and may not necessarily be generalizable to product contexts. Furth...

The elaboration likelihood model: review, critique and research agenda

Abstract: – The purpose of this paper is to review, critique and develop a research agenda for the Elaboration Likelihood Model (ELM). The model was introduced by Petty and Cacioppo over three decades ago and has been modified, revised and extended. Given modern communication contexts, it is appropriate to question the model’s validity and relevance. , – The authors develop a conceptual approach, based on a fully comprehensive and extensive review and critique of ELM and its development since its inception. , – This paper focuses on major issues concerning the ELM. These include model assumptions and its descriptive nature; continuum questions, multi-channel processing and mediating variables before turning to the need to replicate the ELM and to offer recommendations for its future development. , – This paper offers a series of questions in terms of research implications. These include whether ELM could or should be replicated, its extension, a greater conceptualization of argument quality, an explanation of movement along the continuum and between central and peripheral routes to persuasion, or to use new methodologies and technologies to help better understanding consume thinking and behaviour? All these relate to the current need to explore the relevance of ELM in a more modern context. , – It is time to question the validity and relevance of the ELM. The diversity of on- and off-line media options and the variants of consumer choice raise significant issues. , – While the ELM model continues to be widely cited and taught as one of the major cornerstones of persuasion, questions are raised concerning its relevance and validity in 21st century communication contexts.

Internal market orientation, market capabilities and learning orientation

Abstract: Purpose – The purposes of this paper are to examine whether internal market orientation facilitates the development of external market capabilities, before influencing organizational performance, and to investigate whether learning orientation strengthens the aforementioned link. Design/methodology/approach – This study collected data through a survey and utilized moderated hierarchical regression analysis to examine the hypothesized relationships. Findings – Internal market orientation facilitates the development of both market capabilities and in turn enhances organizational performance. The result also shows that customer-linking capability is a stronger mediator between internal market orientation and organizational performance. Besides, learning orientation does not moderate the relationship between internal market orientation and external market capabilities. Research limitations/implications – This study only examines two market capabilities; considers only internal market orientation and does not ...

Employer brand trust and affect: linking brand personality to employer brand attractiveness

Abstract: Purpose – The importance of employer branding to attract talent in organizations is increasing rapidly. Brand personality traits, particularly, have been shown to explain considerable variance in employer brand attractiveness. Despite such awareness, little is known about the underlying processes of this effect. The purpose of the authors is to close the research gap by drawing on a consumer brand model of brand affect and trust as a means of explaining employer brand attractiveness. Design/methodology/approach – Students interested in working in the consultancy industry completed a survey designed to evaluate consultancy employer brands. Established scales for brand personality, trust, and affect, and employer brand attractiveness were used to test the conceptual model. Findings – The results indicate that employer brand trust and affect are both influenced by the brand personality trait sincerity. Further, employer brand affect was positively affected by the traits excitement and sophistication, while n...

Be rational or be emotional: advertising appeals, service types and consumer responses

Abstract: Purpose – This research aims to examine the use of emotional and rational advertising appeal regarding service options that differ in terms of their experience and credence properties and exploring the moderating role of individual difference in affect intensity on the consumers’ varying reliance on rational vs emotional appeals. Design/methodology/approach – Study 1 is a 2 (service type: restaurant vs dentist) × 2 (advertising appeal: emotional vs rational) between-subjects design. In total, 137 undergraduate students took part in this study. Study 2 is a 2 (service type: airline vs hospital) × 2 (advertising appeal: emotional vs rational) between-subjects design. In total, 84 MBA students were randomly assigned to each of the experimental conditions. Study 3 is a 2 (service type: airline vs hospital) × 2 (advertising appeal: rational vs emotional appeal) × 2 (affect intensity: high vs low) between-subjects design. The sample size was 170 undergraduates. Findings – The results of the first two studies provided support that an emotional advertising appeal led to a higher purchase intention in the experience service condition, while a rational message generated higher purchase intention in the credence service condition. Study 3 showed the moderating role of individual difference in affect intensity. High affect intensity individuals reported higher levels of brand favorability than did their low affect intensity counterparts when exposed to ads using emotional appeal. Conversely, subjects showed no significant differences in the intensity of their emotional responses when exposed to rational appeals. Practical implications – Our results suggest a strong need to tailor ads to fit different service categories. An emotional appeal would be more effective for experience services, and a rational appeal would be more effective for credence services. Besides, individual traits may also need to be considered when matching the appeal to the service type. Originality/value – This study makes an important contribution to the limited existing research by providing a more comprehensive understanding of the relationship between advertising appeal and the type of service across different sub-categories, themes, individual trait and effectiveness measures. Specifically, the present research seeks to illuminate the relative effectiveness of emotional vs rational appeals in services advertising. In addition, the current research reveals new knowledge about the role that affect intensity plays in determining consumer responses to advertising.

The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites: A consumer perspective

Abstract: Purpose – The purpose of the study is to develop and empirically test a model which examines the relationship between e-servicescape dimensions, website quality dimensions, website stickiness, website loyalty and word-of-mouth (WOM). The role of WOM in influencing consumer behaviour is documented in literature. However, despite its growing importance, research on the antecedents of WOM in the e-retail context is sparse. Design/methodology/approach – Data were collected by circulating the questionnaire using an online survey from the graduate and undergraduate students enrolled in a large university in the northeastern USA. Out of 660 questionnaires distributed, 509 were usable. Data were analysed using confirmatory factor analysis and structural equation modelling. Findings – Results show that website stickiness and website loyalty are two different constructs which form the immediate antecedents of WOM. Results also show the indirect effects of e-servicescape and website quality dimensions on WOM. Practi...

Segmenting consumer reactions to social network marketing

Abstract: Purpose – The purpose of this paper is to understand how consumers may be segmented with respect to their reactions to social network marketing. Design/methodology/approach – Consumers are segmented on the basis of attitudes toward social network marketing and the association among psychological, economic, and socio-demographic covariates are explored using data from 883 consumers and latent-class analysis. Findings – A total of five segments are identified – Passive, Talkers, Hesitant, Active, and Averse – along with significant covariates, such as information search, convenience, entertainment, age and gender that predict membership. Research limitations/implications – Evidence was found of two segments that are highly impacted by social network marketing in terms of brand engagement, purchase intention and WOM referral intention. The most engaged – the Active – representing approximately 10 percent, is most open to interacting with brands in social networks, likely to make a purchase as a result of the...

The influence of religiously motivated consumer boycotts on brand image, loyalty and product judgment

Abstract: Purpose – The purpose of this paper was to examine the influence of religiously motivated boycotts, such as the one conducted in Saudi Arabia against Danish companies, on corporate brand image, customer loyalty and product judgment. Despite a growing research interest in understanding the effects of different types of consumer animosities on companies’ performance, there appears to be a scarcity of studies addressing the specific effects of religious animosity. Religious animosity is considered as an additional type which may have more stable and longer-term impacts than other animosities on behaviour. Design/methodology/approach – The study was based on a two-stage design: an exploratory qualitative stage involving 11 in-depth interviews, followed by a more comprehensive quantitative stage designed to test a proposed theoretical model. Data was collected from Saudi customers of the Danish company Arla Foods in Saudi Arabia. Data was analysed using structural equation model (LISREL 8). Findings – The mode...

Gratitude in relationship marketing: : Theoretical development and directions for future research

Abstract: Purpose – For centuries, gratitude has represented an integral component of social relationships, yet it remains relatively overlooked by marketing scholars in the study of commercial relationships. The purpose of this paper is to demonstrate how gratitude helps to build, maintain and transform commercial relationships and to suggest noteworthy areas of investigation for those researchers seeking to help companies understand the role of gratitude in relationship marketing. Design/methodology/approach – Gratitude's role in relational exchange is explored by a review of relevant literature and two qualitative studies. Questions developed from the literature and exploratory interviews are then investigated in a main study through in-depth interviews with buyers and sellers of goods and services in both B2B and B2C contexts, leading to a grounded theoretical foundation. Generalizations and directions for future research are presented. Findings – Gratitude is a fundamental component of buyer-seller relationshi...

Segmenting consumers’ reasons for and against ethical consumption

Abstract: Purpose – This paper aims to quantify the relative importance of reasons used to explain consumers’ selection and rejection of ethical products, accounting for differences in ethical orientations across consumers. Design/methodology/approach – Reviewing previous literature and drawing on in-depth interviews, a taxonomy of reasons for and against ethical purchasing is developed. An online survey incorporating best–worst scaling (BWS) determines which reasons feature more in shaping ethical consumerism. Cluster analysis and multinomial regression are used to identify and profile segments. Findings – Positively orientated consumers (42 per cent of respondents) purchase ethical products more so because of reasons relating to impact, health, personal relevance, and quality. Negatively orientated consumers (34 per cent of respondents) reject ethical alternatives based on reasons relating to indifference, expense, confusion and scepticism. A third segment is ambivalent in their behaviour and reasoning; they perc...

Marketing artistic careers: Pablo Picasso as brand manager

Abstract: Purpose – In recent years, scholars have begun suggesting that marketing can learn a lot from art and art history. This paper aims to build on that work by developing the proposition that successful artists are powerful brands. Design/methodology/approach – Using archival data and biographies, this paper explores the branding acumen of Pablo Picasso. Findings – Picasso maneuvered with consummate skill to assure his position in the art world. By mid-career, he had established his brand so successfully that he had the upper hand over the dealers who represented him, and his work was so sought-after that he could count on selling whatever proportion of it he chose to allow to leave his studio. In order to achieve this level of success, Picasso had to read the culture in which he operated and manage the efforts of a complex system of different intermediaries and stakeholders that was not unlike an organization. Based on an analysis of Picasso's career, the authors assert that in their management of these powe...

The moderating effect of normative commitment on the service quality-customer retention relationship

Abstract: Purpose – Limited attention has been given to the effects of normative commitment (NC) in a marketing relationship. This paper investigates the effects of service quality and normative commitment on customer retention in a consumer-retailer relationship. Design/methodology/approach – Two distinct studies; a longitudinal experiment and a SEM model were conducted to tease out the normative commitment-service quality interaction on customer switching intentions in services. Findings – Both studies supported the existence of a significant normative commitment-service quality interaction on switching, in addition to the main effects of both variables. Research limitations/implications – The longitudinal experiment has the limitation of being a simple test of theory in a controlled setting. Study II validates this theory in a real-world retail services setting, but there are questions about the extent to which the relationship may hold in other service sectors. The results indicate that the effect of service qu...

User-generated content behaviour of the dissatisfied service customer

Abstract: Purpose – This study aims to focus on the motivation of service customers to create user-generated content (UGC) after a negative service experience. In examining this relationship, the moderating role of “extraversion” personality trait is also taken into consideration. Furthermore, the paper examines how differently motivated service customers react to a firm’s service recovery strategies, whilst insights into the relationship between UGC creation and specific online platform usage are also provided. Design/methodology/approach – Structural Equation Modeling is used to test the conceptual model, based on an empirical dataset collected from an online survey research of 239 service customers. The dataset pertains to international travellers and their UGC behaviour after a negative travel experience. Findings – Altruistic, vengeance and economic motivations are strong drivers for UGC creation after a negative service experience. Motivations also correlate to participation in specific online platforms. Furt...

Store image influences in consumers’ perceptions of store brands: the moderating role of value consciousness

Abstract: Purpose – The purpose of this study is to develop and test a conceptual model of the moderating effect of customers’ value consciousness (CVC) on the relationship of store image (SI) with four dimensions of the perceived risk associated to the purchase of a store brand over a manufacturers’ brand, and the direct effect of those variables on the perceived unfairness of manufacturers’ brand prices Design/methodology/approach – A mall-intercept survey of 600 shoppers in Colombia (South America) gathered data on their consumption experiences of a store brand and manufacturer’s brand across six product categories and two supermarket chains Findings – Results suggest that SI exerts different influences on the four categories of perceived risk, the strength of which varies with value-consciousness Perceptions of the price unfairness of manufacturers’ brands are attenuated by the financial and functional risk of buying store brands but increased by the social and psychological risk Research limitations/implic

Relationship between the dominant social paradigm, materialism and environmental behaviours in four Asian economies

Abstract: Purpose – This papers aim is to test the relationships between the Dominant Social Paradigm (DSP), materialism, environmental concern, and environmental behaviours, in four Asian economies. It examines the relationships between these constructs and identifies that the model of the relationship is applicable in regions with different cultural foundations. Design/methodology/approach – A sample of 1,174 consumers from four Asian economies with a strong Chinese background – mainland China (364), Hong Kong (260), Taiwan (289), and Singapore (261) – were recruited through an international online panel provider. Structural equation modelling was used to test the hypothesised relationships in the proposed model. Findings – The relationships within the model were all confirmed, with the exception of the link between the DSP and environmental concern, which was positive, which suggests that within these Asian economics there may be a realisation that consumption and the environment are intertwined. DSP was found t...

Others service experiences: emotions, perceived justice, and behavior

Abstract: Purpose – Often, service failures are witnessed by other customers, but little is known about how consumers react to service recovery aimed at other customers. Using the deontic theory of justice, this paper aims to examine consumers' reactions to justice directed toward other customers. Design/methodology/approach – Two studies were conducted to test the hypotheses. Both were 2 x 2 between subjects quasi experimental designs using written scenarios and surveys. The scenarios depicted an observing customer witnessing a service failure and recovery happening to another customer. Findings – Results show that the valence of the recovery attempt impacted the observing customer's reactions and evaluations, and that the observer's processing frame and loyalty status of the victim impacted the observing customer's judgments of fairness and behavioral intentions. Originality/value – These results provide guidance to service providers by shedding light on the impact of service failures and recovery on surrounding ...

Perceived authenticity of the visitor experience in museums: : conceptualization and initial empirical findings

Abstract: Purpose – This paper aims to investigate the authenticity concept and its antecedents and consequences within the context of museums. Design/methodology/approach – A higher-order scale of authenticity is developed and then tested for reliability and validity using a sample of museum visitors. To investigate authenticity in a model with two antecedents and two outcomes, an additional data set was collected. Hypotheses were tested using structural equation modelling. Findings – The results show that perceived authenticity of the museum, the visitor and the materials in the museum are dimensions of perceived authenticity, resonating with Bal’s (1996) research in this area. Findings also confirm that consumer scepticism and expectations are antecedents to perceived authenticity of the visitor experience in museums, and that perceived authenticity in turn affects visitor satisfaction and perceived corporate hypocrisy. Practical implications – This research provides a framework for museums to manage visitors’ p...

How companies’ good deeds encourage consumers to adopt pro-social behavior

Abstract: Purpose – This paper aims to investigate the effects of company corporate social responsibility (CSR) initiatives on two consumers’ pro-social behaviors closely related to the social cause promoted by the company, such as consumers donating money and volunteering time. In addition, the role of moral elevation as a mediating variable in such relationships is tested. Design/methodology/approach – After an exploratory study, the authors tested the role of moral elevation as a mediator that facilitates the effects of company CSR activities in social domains on two specific types of pro-social behavior displayed by consumers: donating money and volunteering time for the same cause sponsored by the company. The authors conducted two quantitative studies to test their hypotheses. In Study 1, they considered the two pro-social behaviors as intentions; in Study 2, they analyzed them as actual behaviors. In both studies, the authors conducted controlled experiments administered in the field. By using experimental a...

The asymmetric influence of cognitive and affective country image on rational and experiential purchases

Abstract: Purpose – The purpose of this research is to differentiate and examine how country image (cognitive and affective image) has different impacts on product judgment and purchase intention in rational versus experiential purchases. Design/methodology/approach – A large-scale survey involving over 1,200 consumers was conducted in China. Structural equation modeling was used to analyze the data and test hypotheses. Findings – Empirical results show that the impact of country image on consumer purchase intention is mediated by general and category product image. In particular, the impact of cognitive country image on category product image is fully mediated by general product image in both rational and experiential purchases, whereas the affective country image has a direct impact on category product image in experiential but not in rational purchases. Research limitations/implications – This research extends the extant country-of-origin literature and shows that the product image dimension of the country-of-or...

Exploring brand associations: an innovative methodological approach

Abstract: Purpose – The purpose of this exploratory study is to propose a new methodological approach to investigate brand associations. More specifically, the study aims to show how brand associations can be identified and analysed in an online community of international consumers of fashion to determine the degree of matching with company-defined brand associations. Design/methodology/approach – The methodology is two-pronged, integrating qualitative market research techniques with quantitative text mining. It was applied to determine types and perceptions of brand associations among fashion bloggers with reference to three leading Italian fashion houses. These were then compared to brand associations found in company-generated texts to measure the degree of matching. Findings – The results showed consistent brand associations across the three brands, as well as substantial matching with company-defined brand associations. In addition, the analysis revealed the presence of distinctive brand association themes tha...

The franchise relationship in China: agency and institutional theory perspectives

Abstract: Purpose – The purpose of this study is to explore the franchise relationship in China, focusing on the relational constructs of power, control, support and conflict in this developing franchise environment. Agency theory has dominated franchise research. A more rounded theoretical interpretation of the franchising relationship is offered by employing both agency theory and institutional theory perspectives. Design/methodology/approach – The study adopts an interpretive approach, employing in-depth interviews with franchisors and franchisees in nine franchise organisations operating in the retail sector in China. It contributes a fuller understanding of how to manage the research process in China. Findings – The study reveals how the relational constructs of power, control, support and conflict are manifest in the franchise relationship in China. The explanatory power of agency theory is apparent when viewed in terms of the vertical agency problem. However, free-riding outside the franchise system, in the ...

Deconstructing the value proposition of an innovation exemplar

Abstract: Purpose – Research into the identification and development of value propositions has recently been identified as a key research priority by the Marketing Science Institute. The purpose of this article is to identify and develop a process for value proposition deconstruction that can help organizations transform their value propositions in order to gain an improvement in their competitive position. Design/methodology/approach – A case study of an exemplar organization in the health care sector is used to develop an approach for value proposition deconstruction. Using the business system concept as a theoretical framework, the key value-adding elements that comprise this organization's value proposition are identified. A leading financial services firm is used to demonstrate how this learning approach can be successfully applied in developing a new and innovative value proposition. Findings – Using the business system framework, a structured process for deconstructing value propositions is developed. This f...

The impact of text product reviews on sales

Abstract: Purpose – The aim of this research is to theorize and demonstrate that analyzing consumers’ text product reviews using text mining can enhance the explanatory power of a product sales model, particularly for hedonic products, which tend to generate emotional and subjective product evaluations. Previous research in this area has been more focused on utilitarian products. Design/methodology/approach – Our text clustering-based procedure segments text reviews into multiple clusters in association with consumers’ numeric ratings to address consumer heterogeneity in taste preferences and quality valuations and the J-distribution of numeric product ratings. This approach is novel in terms of combining text clustering with numeric product ratings to address consumers’ subjective product evaluations. Findings – Using the movie industry as our empirical application, we find that our approach of making use of product text reviews can improve the explanatory power and predictive validity of the box-office sales mode...

Risk as moderator of the trust-loyalty relationship

Abstract: Purpose – The purpose of this paper is twofold: first, to investigate the role of perceived risk as a moderator of the key relational mediators of satisfaction and trust, and second, to test the influence of perceived product value and social bonding as antecedents of brand satisfaction and brand trust to understand their effectiveness under different risk conditions. Palmatier et al. (2006) call for the study of moderators of relational mediators, such as trust and satisfaction, which may determine the effectiveness of different relationship marketing strategies. Design/methodology/approach – This study investigates business-to-consumer relationships between a car brand and its customers, applying structural equation modeling. Findings – Results show that perceived risk moderates the mediating role of both brand trust and brand satisfaction on relationship outcomes. When perceived risk is low, brand satisfaction alone determines brand loyalty, whereas when perceived risk is high, brand trust exclusively ...

Multichannel management gets “social”

Abstract: Purpose – This paper aims to investigate customers’ motivations and the decision-making process when choosing a channel in a “social” multichannel environment that includes social media channels, and the complementary and competitive effects compared to traditional channels within the multichannel strategy of a major European telecoms provider. A conceptual framework of multichannel customer behaviour in a “social” multichannel environment is proposed. Design/methodology/approach – The study adopts an exploratory approach through 74 semi-structured interviews with customers of a major European telecoms provider who have also used social media channels to contact the company (customer-initiated contact, CIC). Findings – Users of distinct social media channels are driven by different motivations. For instance, the social motivation for using social media is evident for Facebook users, while Twitter users are mainly driven by utilitarian considerations. Although users of different social media channels repre...

Fans' resistance to naming right sponsorships - why stadium names remain the same for fans

Abstract: Purpose – The aim of this article is to contribute to the literature by analyzing potential determinants of fan resistance to naming right sponsorships. Although sports sponsorships mostly trigger neutral or positive reactions by fans, the authors find empirical support which provides evidence for fan boycott or resistance. Design/methodology/approach – The authors empirically test a model using a sample of 798 soccer fans and thereby quantify structural relations between determinants and fan resistance. They use a logistic regression to assess potential determinants of fan resistance. Findings – Results indicate that sponsee- and sports-related variables, such as fan/regional identification and attitude toward commercialization, contribute to higher fan resistance. Furthermore, fans see themselves as in-group members who discriminate out-group members. As the sponsoring company takes over control and imposes a “threat” (the change of a stadium’s name) on the group’s ritual place, this results in strong n...

Shame or pride? The moderating role of self-construal on moral judgments concerning fashion counterfeits

Abstract: Purpose – The purpose of this paper is to examine the moderating role of individuals’ self-view (interdependent, independent) in the relationship between moral emotions and moral judgments made concerning the purchase of fashion counterfeits. Design/methodology/approach – Based on reviewing the literature on moral decision making, moral emotion and self-construal, we test the hypotheses by two experimental studies. Findings – The results of two studies demonstrated that independents were more likely to judge counterfeits as morally wrong when pride rather than shame was associated with counterfeits or was evoked through an anti-counterfeit campaign. Interdependents were more likely to judge counterfeits as morally wrong when shame rather than pride was evoked through an anti-counterfeit campaign. Research limitations/implications – Results can inform marketing communication campaigns designed to prevent the proliferation of counterfeits in the fashion industry. Originality/value – The contribution of this...

Situational variables and sustainability in multi-attribute decision-making

Abstract: Purpose – The purpose of this study is to examine whether consumers demonstrate a multi-dimensional understanding of sustainability in their decision-making and addresses the situational influence of confidence and compromise on sustainable product choices. Design/methodology/approach – Using three choice-based conjoint experiments the authors examined the importance of sustainability, compromise and confidence to consumers across two contexts. Two-step cluster analyses were used to segment consumers based on the importance scores. Findings – Data indicates that the environmental dimension of sustainability is the most influential followed by economic and social. The responses suggest three distinct segments identified as self-focused, trend motivated and reality driven that demonstrate significantly different characteristics in their approach to sustainable products. Research limitations/implications – Current research tends to focus on the environmental dimension, while paying little heed to the economi...