Showing papers in "Journal of Marketing Management in 2017"
TL;DR: Results of partial least square (PLS) structural equation modelling reveals that ease of use, superior functionality, aesthetic appeal and presence are key determinants of value co-creation for IoT retail technology.
Abstract: Internet of things (IoT) is a novel paradigm that aims to bridge the digital world with the real world. With the rapid advancements in Internet and communication technology, we are witnessing the dawn of a new era of the IoT in various industries. The retail industry is at the forefront in embracing the IoT, which is expected to change the way customers experience shopping. Drawing on the service-dominant logic, this study proposes that customer interaction with IoT retail technology results in value co-creation. Responses are collected from 289 users of IoT technology in the retail setting. Results of partial least square (PLS) structural equation modelling reveals that ease of use, superior functionality, aesthetic appeal and presence are key determinants of value co-creation for IoT retail technology. Results also show that value co-creation influences customers’ continuance intentions and word-of-mouth intentions. The findings of this study have key implications for retailers in delivering sup...
210 citations
TL;DR: The findings show that perceived uselessness, perceived price, intrusiveness, perceived novelty and self-efficacy have an impact on consumer resistance to smart products.
Abstract: The Internet of Things (IoT) market is set to grow rapidly. Although IoT offers new opportunities, it nevertheless raises challenges. The objective of this research is to develop a better understanding of the reasons underlying consumer resistance to smart and connected products. To this end, a quantitative survey was carried out to understand resistance to smartwatch. Structural equation modelling was used to test the conceptual model. The findings show that perceived uselessness, perceived price, intrusiveness, perceived novelty and self-efficacy have an impact on consumer resistance to smart products. Moreover, privacy concerns have an effect on intrusiveness and dependence impacts privacy concerns. To our best knowledge, this is the first research studying smart products through a resistance approach.
204 citations
TL;DR: In this article, individual-level antecedents and relational outcomes of social media engagement are investigated, and a three-dimensional construct composed of three dimensions is proposed for each individual.
Abstract: This article investigates individual-level antecedents and relational outcomes of social media engagement. Social media engagement approached in this study is a three-dimensional construct composed...
185 citations
TL;DR: In this article, the authors argue that the Industrial Internet of Things (IIoT) offers new opportunities and harbours threats that companies are not able to address with existing business models.
Abstract: In this article, we argue that the Industrial Internet of Things (IIoT) offers new opportunities and harbours threats that companies are not able to address with existing business models. Entrepren...
183 citations
TL;DR: This study investigates how the characteristics of the device, the context and the user can support the adoption and the sustained use of health and fitness wearables and finds that the factors thatsupport the former differ from those that support the latter.
Abstract: The Internet of Things (IoT) and, particularly, wearable products have changed the focus of the healthcare industry to prevention programmes that enable people to become active and take responsibil
168 citations
TL;DR: A revolution is happening via the Internet of Things (IoT) as discussed by the authors, one that will have tremendous impact on the world as we know it, which involves interconnected devices, systems and services.
Abstract: A revolution is happening via the Internet of Things (IoT) – one that will have tremendous impact on the world as we know it. The IoT, which involves interconnected devices, systems and services th...
79 citations
TL;DR: In this article, the authors present a conceptual model of trolling behaviours, arguing that trolling is substantively different from cyberbullying, and present the challenges of current trolling regulations, showing trolling is sometimes the result of the regulations themselves.
Abstract: Trolling involves deliberate, deceptive and mischievous attempts to provoke reactions from other online users. Even though trolling causes problems for marketers and consumers, there has been little discussion about what trolling actually is and how marketers should respond to it. The present conceptual study addresses these gaps. First, we present a working, integrative definition of trolling behaviours, arguing that trolling is substantively different from cyberbullying. Next, we present the challenges of current trolling regulations, showing that trolling is sometimes the result of the regulations themselves. The paper concludes with a presentation of the conceptual model of the manifestation of trolling behaviours. The model informs and assists scholars and marketing practitioners concerned with understanding and addressing trolling.
70 citations
TL;DR: In this article, the effect of interaction style (e.g., friend-like and engineer-like communication) on consumers' brand perception using two laboratory experiments was examined, and the results indicated that a friendlike interaction style produces more positive brand warmth than the engineer-style style, enhances brand competence as much as the engineerlike style does, and has a positive effect on users' brand attachment, which mediated by brand warmth and brand competence.
Abstract: With the rising popularity of the Internet of Things (IoT), increasingly more customers are enjoying personalised, autonomous, and optimised services provided by smart and connected objects. Drawing on the stereotype content model and brand attachment literature, we examine the effect of interaction style (e.g. friend-like and engineer-like communication) on consumers’ brand perception using two laboratory experiments. The results indicate that a friend-like interaction style (1) produces more positive brand warmth than the engineer-like style, (2) enhances brand competence as much as the engineer-like style does, and (3) has a positive effect on users’ brand attachment, which (4) is mediated by brand warmth and brand competence. Furthermore, (5) the style of smart interaction and brand positioning have interaction effects on brand warmth, brand competence, and ultimately brand attachment.
69 citations
TL;DR: In this paper, the authors used historical materials and arguments concerning the four 'Eras' of marketing thought to advance five major claims: the area of strategic marketing had significant promise when the marketing academic discipline was founded in Era I (1900-1920), it was neglected in Era II (1920-1950), it rose to prominence in Era III (1950-1980), it became a fragment in Era IV (1980-present), and it has prospects that are both promising and problematic in the future 'Era V' Finally, a tentative prognosis for strategic marketing and the
Abstract: The purpose of this article is to advance the field of strategic marketing within the marketing discipline, which will in turn, the author argues, contribute to enhancing the discipline’s impact beyond the narrow confines of its own journals Towards this goal, certain aspects of the history of marketing strategy need to be reviewed However, though this article draws extensively on historical sources, it is not a history of marketing strategy Rather, this article uses historical materials and arguments concerning the four ‘Eras’ of marketing thought to advance five major claims: the area of strategic marketing (1) had significant promise when the marketing academic discipline was founded in Era I (1900–1920), (2) was neglected in Era II (1920–1950), (3) rose to prominence in Era III (1950–1980), (4) has become a ‘fragment’ in Era IV (1980–present) and (5) has prospects that are both promising and problematic in the future ‘Era V’ Finally, a tentative prognosis for strategic marketing and the ma
67 citations
TL;DR: It is concluded that with the adoption of a more holistic approach to the IoT, dark-side behaviours can be addressed and move in the direction of more effective marketing practices.
Abstract: Despite the overall positive feeling about Internet of Things’ (IoT) development, a main risk involves the integrity of the system itself. This paper considers the influence of the IoT on marketing practices and addresses the overlooked area of the dark side of the IoT. Dysfunctional forms of IoT have been neglected as an area of research, so identifying the different types of IoT providers’ dark-side behaviours will assist in the development of an integrated approach to the IoT that will help to overcome or mitigate these dark-side behaviours. Based on an extensive literature review, supplemented by expert insights drawn from the authors’ study of the IoT, a framework is developed that classifies the varying IoT dark-side behaviour types. The framework reveals eight forms of dark-side behaviour that are grouped into four broad categories. This classification illustrates how different types of dark-side behaviours are linked to key strategic IoT processes and also outlines how these dark-side prac...
67 citations
TL;DR: A comprehensive review of the umbrella term of compensatory consumption, incorporating a continuum of behaviours and accounting for the pre- and post-consumption periods including both positive and negative viewpoints is presented in this article.
Abstract: Compensatory consumption has been an increasingly researched yet widely debated area of consumer behaviour over the last 20 years. Extant research formulates the term as overwhelmingly negative, largely due to the simplistic and fragmented conceptualisations assumed in prior work. The purpose of the current paper is to present a comprehensive review of the umbrella term of compensatory consumption, incorporating a continuum of behaviours and accounting for the pre- and post-consumption periods including both positive and negative viewpoints. In addition, expanding upon the theory of need satisfaction, the current paper introduces a novel conceptual distinction between compensation and compromise. Finally, a proposed theoretical framework is presented that differentiates between compensatory and compromisory consumption based on the extent of consumer consciousness, rationality and rationalisation. Future research directions are offered.
TL;DR: The authors provide a critical review of the literature concerning marketing and racism, grounded in theoretical foundations drawn from critical race theory, whiteness theory and attendant models of privilege and oppression in society.
Abstract: This article provides a critical review of the literature concerning marketing and racism, grounded in theoretical foundations drawn from critical race theory, whiteness theory and attendant models of privilege and oppression in society. The extant literature indicates a relationship between racism, marketing and social hierarchies which manifest with regard to marketing representations of people of colour and racialised groups; discriminatory practices in the marketplace and the roles of marketing professionals of colour. However, multiculturalism and anti-racism efforts attempt to counter racist practices; yet, the impacts of these efforts are unclear. Directions for future research are suggested.
TL;DR: In this paper, the authors describe, conceptualise and critically discuss how and with what consequences marketing is used to construct a mass market for vegan substitutes, i.e., digital media, packaging and stores, to simultaneously "alternativise" and "convenienise" its range of vegan products.
Abstract: The aim of this paper is to describe, conceptualise and critically discuss how and with what consequences marketing is used to construct a mass market for vegan substitutes. Drawing on the concepts of the marketing device and qualification, it shows how Oatly – a Swedish company making oat-based products – enrols three sets of marketing devices, i.e. digital media, packaging and stores, to simultaneously ‘alternativise’ and ‘convenienise’ its range of vegan products. The result is the material and discursive construction of a range of vegan products that is qualified as different enough from conventional dairy products to be an attractive alternative, but similar enough to fit into existing practices of shopping for food, cooking and eating. By qualifying products along multiple registers, Oatly constructs ‘plastic’ products, which can be consumed, for various reasons, by various groups of consumers thus enacting a multi-niche market for its products.
TL;DR: In this article, the authors present a schematic illustration of the basic process of a typical neuromarketing study and identify three critical points of interest in this illustration that have not received enough discussion in the relevant literature, and which they consider to be somewhat problematic.
Abstract: In this commentary, we reflect on the last decade of research in the field of neuromarketing and present a schematic illustration of the basic process of a typical neuromarketing study. We then identify three critical points of interest in this illustration that have not received enough discussion in neuromarketing-relevant literature, and which we consider to be somewhat problematic. These are the dominance of event-based designs in neuromarketing, the potential of alternative modalities in neuromarketing and the current focus on reverse inference in neuromarketing. We argue that, taken together, these points have substantive implications for the development of a more reflective neuromarketing, which in turn has greater potential to make a positive impact on marketing knowledge, marketing practice and public perceptions of marketing activity in general.
TL;DR: In this article, the authors proposed a customer-learning model and analyzed 373 online questionnaires using partial least squares structural equation modeling, and the empirical results confirm that learning motivation and collaborative learning are two core components of customer learning that have positive influences on satisfaction.
Abstract: Customer learning is regarded as a process that alters either individual cognition or the outcomes of socialisation. Understanding how the learning process works enables a brand firm to identify a customer’s latent needs. Prior studies have primarily focused on effectively positioning brand knowledge in the minds of customers, but that linear learning process does not apply to the interactive and proactive social media setting. Based on the uses and gratifications perspective, this study proposes a customer-learning model and analyses 373 online questionnaires using partial least squares structural equation modelling. The empirical results confirm that learning motivation and collaborative learning are two core components of customer learning that have positive influences on satisfaction, which in turn has a positive influence on customer engagement behaviours (CEBs) and loyalty. In addition, learning motivation is the driver of collaborative learning. Finally, CEBs also have a positive influence ...
TL;DR: In this paper, the reported failure of organizations to successfully implement social media (SM) within marketing communications is likely to result in competitive disadvantage, and an exploratory methodology was used to evaluate the impact of SM in marketing communications.
Abstract: The reported failure of organisations to successfully implement social media (SM) within marketing communications is likely to result in competitive disadvantage. An exploratory methodology was und...
TL;DR: In this paper, a review of the past 30 years of videographic research and outputs in the field of marketing is presented, highlighting the key contributions that videography has made to the marketing literature and identifying the key issues facing research today.
Abstract: Based on a review of the past 30 years of videographic research and outputs in the field of marketing, we highlight the key contributions that videography has made to the marketing literature and identify the key issues facing videographic research today. We develop a typology that identifies four ways that videography can contribute to theory development and verification, presenting new criteria for assessing academic videographies. We note that making theoretical contributions is one of the most difficult issues facing videographic researchers and that this is an area in need of significant developments to help the field progress. Finally, we envision what the future of videography might look like and consider the implications of new forms of videographies.
TL;DR: In this paper, the authors examine how users form relationships with objects they use in the context of car sharing in the Parisian car sharing system, and find that design, by changing consumer practices, could be the key in restoring the relationship between users and accessed objects.
Abstract: Within the rising access economy, products that were traditionally owned are now accessed, shared, rented or swapped. A recent research has shown that access-based consumption, when consumers pay a fee to have access to a product or service, threatens the relationship between consumers and objects. Specifically, access prevents consumers from enacting practices of appropriation and from gaining anything other than utility from this type of consumption. To address this issue, this research draws on the discipline of design and the theory of practice to examine how users form relationships with objects they use. Design, by changing consumer practices, could be the key in restoring the relationship between users and accessed objects. This article looks at a Parisian car sharing system to understand the role of design in restoring this relationship.
TL;DR: In this paper, a theoretical model incorporating interactive, textual and visual tweet features to predict electronic word of mouth (eWOM) using tweets by leading brands from three industries was presented and tested.
Abstract: Twitter provides an important channel for brands to seed electronic word of mouth (eWOM) by followers retweeting brand messages, but prior research has not established a theoretical framework for how brands can maximise eWOM. This study presents and tests a theoretical model incorporating interactive, textual and visual tweet features to predict eWOM, using tweets by leading brands from three industries. Industry was found to be an important moderator of the effect of tweet features; after controlling for the reach and frequency of tweets, hashtags, retweet requests and photos were consistently associated with a higher retweet rate across industries, but the effect of URL links, non-initial mentions and video varied across industries, in some cases decreasing the retweet rate. Implications for research and practice are discussed.
TL;DR: In this article, the authors explored the nature of consumer-technology relationship, specifically virtual and mobile technology, at the level of lived experience and highlighted eight important facets of technology-related dark-side consumer behaviour that, in one way or another, cause harm to the individual user, other consumers or society at large.
Abstract: This study extends the nascent stream of research that investigates the contributions of mobile and virtual technology to consumer misbehaviour and dark side of consumer life. Using a qualitative approach, the present research explores the nature of consumer–technology relationship, specifically virtual and mobile technology, at the level of lived experience. The findings reflect eight important facets of technology-related dark-side consumer behaviour that, in one way or another, cause harm to the individual user, other consumers or society at large. These themes showcase human entrapment in mobile and virtual technology. The findings have significant implications for marketing managers as well as consumer well-being.
TL;DR: In this article, the authors developed and tested a model of consumers' intentions to engage in s-commerce through brands' Facebook pages incorporating personal variables (involvement in brands' products and services, satisfaction with brands’ Facebook page), trust variables (message credibility of Facebook posts, trust in firms' Facebook) and social variables (peer communication, social media dependency, online social interaction propensity).
Abstract: Social media has reached global proportions; yet, little is known about how consumers engage with firms in ways that lead to social commerce (s-commerce) – an emerging area of importance in the literature. This study addresses this gap and extends previous research by examining factors that influence consumers’ intentions to engage in s-commerce in four countries: Chile, Spain, South Africa and Australia. Specifically, this study develops and tests a model of consumers’ intentions to engage in s-commerce through brands’ Facebook pages incorporating personal variables (involvement in brands’ products and services, satisfaction with brands’ Facebook page), trust variables (message credibility of Facebook posts, trust in firms’ Facebook) and social variables (peer communication, social media dependency, online social interaction propensity) on predicting intentions to purchase products and services through brands’ Facebook pages if s-commerce was available to them. The findings show that the main drivers of s-commerce engagement are message credibility, trust in the brands’ Facebook, involvement, peer communication and online social interaction propensity, as influencers of consumer satisfaction with brands’ Facebook and social media dependency, which in turn drive intentions to engage in s-commerce. Contributing to theory and practice, these relationships are discussed for the four countries involved in the study.
TL;DR: In this article, the authors argue that certain practices are excluded from markets, even though they may contribute to more sustainable systems, and other practices are integral to markets despite their highly detrimental impacts.
Abstract: Certain practices are excluded from markets, even though they may contribute to more sustainable systems. Other practices are integral to markets despite their highly detrimental impacts. This stud...
TL;DR: In this paper, the authors adopt a netnographic research method to illustrate how social media artefacts such as the "This Is Where I Study" (TIWIS) Facebook page, created by students in the form of dialogues and content can be analysed by HEIs to listen, engage further and influence students' impressions.
Abstract: The social media landscape creates opportunities for higher education institutions (HEIs) to amplify psychological engagement with students and to increase influence impressions by following student(s)-to-student(s) conversations and stories Evidence of understanding how HEIs can utilise student-generated social media data for higher education marketing and branding purposes is underexplored This paper adopts a netnographic research method to illustrate how social media artefacts, such as the ‘This Is Where I Study’ (TIWIS) Facebook page, created by students in the form of dialogues and content can be analysed by HEIs to listen, engage further and influence students’ impressions TIWIS illustrates that students’ engagement with social media platforms such as Facebook is dynamic in nature It comprises behavioural expressions (manifestations and actions such as likes and shares as well as opinion comments) and individuals’ experiences (subjective in nature stories and comments of personal experie
TL;DR: The authors proposes substantial revisions in the service-dominant (S-D) logic due to the upcoming take-off stage of adopting radically new IoT innovations, which will hit hard in all areas of daily life before 2025 similar to the great impacts occurring now in business to business applications.
Abstract: This commentary offers vignettes on the introductions of the ‘internet of things’ (IoT) and their impacts on revising the service-dominant (S-D) logic paradigm in marketing. Except smart phones, most consumer households are not participating now in the IoT revolution – but most product-service radical innovations include a 20+ year low-growth start-up. Because the benefits really are enormous and the technical advances in smart devices are now rapidly improving, expect the IoT revolution to hit hard in all areas of daily life before 2025 similar to the great impacts occurring now in business-to-business applications. This study proposes substantial revisions in the S-D logic due to the upcoming take-off stage of adopting radically new IoT innovations.
TL;DR: In this article, a longitudinal, net-nographic approach was used to identify and examine the key facilitators and barriers encountered during the maintenance of physical and mental health behaviours. But they did not identify the key barriers to and facilitators of behaviour maintenance at individual level (downstream), meso level (midstream), and policy level (upstream) that have an influence on value creation and destruction in social marketing.
Abstract: This article presents an empirical investigation of how behaviour maintenance is supported or hindered through value creation and destruction in social marketing. Using a longitudinal, netnographic approach, we identify and examine the key facilitators and barriers encountered during the maintenance of physical and mental health behaviours. Data were collected over a 12-week observation period via Twitter from a sample of 242 participants. A total of 5212 tweets were analysed using content and thematic analysis facilitated by NVivo software program. The findings identify key barriers to and facilitators of behaviour maintenance at the individual level (downstream), meso level (midstream), and policy level (upstream) that have an influence on value creation and destruction in social marketing. These findings demonstrate the importance of employing a strategic and integrated approach to social change management.
TL;DR: In this paper, the authors focus on design innovation: the development of products that are new in terms of products' appearance, the emotions products evoke, and/or the way they enable customers to express their identity.
Abstract: This paper focuses on design innovation: that is, the development of products that are new in terms of products’ appearance, the emotions products evoke, and/or the way they enable customers to express their identity. Although prior research acknowledges the importance of design innovation for product and organisational performance, studies on how to manage design innovation are relatively scarce. The present study attempts to fill this gap by investigating design innovation and its management in terms of the degree of exploration and exploitation activities and designers’ decision freedom when developing new offerings. We collected data on projects in which external design consultancies were actively involved during the development process (n = 83). For each project, we surveyed both the external senior designer and the project manager at the client’s side. Our results suggest that exploration activities enhance design innovativeness, and that design innovativeness results in better market perfor...
TL;DR: This article applied a qualitative approach using semi-structured interviews and thematic analysis in the context of firms that adopt a "house of brands" brand architecture and presented findings guided by the strategic decision-making literature.
Abstract: Large consumer goods firms manage and market an assortment of brands and consistently deal with strategic challenges related to brand portfolio management, such as creating or acquiring brands, growing brand equity, managing brands in the portfolio and deleting brands. There is substantial research on several areas of brand portfolio management except in the area of brand deletion. This situation exists despite the fact that deleting weak brands has important implications for a firm and its brand portfolio. Therefore, it is critical to understand why firms delete brands from their portfolios. This research applies a qualitative approach using semi-structured interviews and thematic analysis in the context of firms that adopt a ‘house of brands’ brand architecture and presents findings guided by the strategic decision-making literature.
TL;DR: In this paper, customer mistreatment is described as a daily experience of service employees, with a considerable accumulating adverse impact reflected in distress, reduced performance and withdrawal, and the authors build on res...
Abstract: Customer mistreatment is a daily experience of service employees, with a considerable accumulating adverse impact reflected in distress, reduced performance and withdrawal. This paper builds on res...
TL;DR: In this article, a multi-theoretical life course research paradigm has been used to study the onset and development of maladaptive behavior patterns in the context of compulsive buying and materialism.
Abstract: Materialism and compulsive consumption are viewed as dimensions of the dark side of consumer behaviour and have been the focus of consumer research for several decades. This article first shows that previous efforts to study compulsive buying and materialism have been limited in part because they have relied on single perspectives and inadequate methods. Second, it suggests that research in this area could be advanced by adopting emergent approaches and methods that have been used in social and behavioural sciences to study the onset and development of maladaptive behavioural patterns. Third, the article presents the multi-theoretical life course research paradigm that has been widely adopted in numerous disciplines as an approach to the study of various forms of maladaptive behaviour. Fourth, it illustrates how this approach could be employed to study the onset and development of materialism and compulsive buying. Finally, drawing from this paradigm, the article offers new insights in the form of...
TL;DR: This article describes how design practices related to human centredness, collaborativeness and prototyping are executed across three eras: the industrial era, the service era and the digital era and explores complementarities and possible synergies with the marketing function to enable companies to succeed in innovating in thedigital era.
Abstract: The rapid evolution of information and communications technologies (ICT) has changed the way in which companies innovate and generate value for their customers. As a key function within innovation,...