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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the article, please cite: Yeong Wee Yong, Kau Ah Keng, Tan Leng Leng, (1989) “A Delphi Forecast for the Singapore Tourism Industry: Future Scenario and Marketing Implications”, International Marketing Review, Vol. 6 Iss: 3.

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000001513. When citing the article, please cite: Yeong Wee Yong, Kau Ah Keng, Tan Leng Leng, (1989) “A Delphi Forecast for the Singapore Tourism Industry: Future Scenario and Marketing Implications”, International Marketing Review, Vol. 6 Iss: 3.

Examines the learning and reading‐related lifestyles of users and non‐users of libraries in Singapore. Door‐to‐door personal interviews with over 800 respondents in the age group of over 15 were used to collect the data. Factor analysis was used to establish eight types of reading and learning lifestyles. Subsequently cluster analysis was used to segment the respondents into seven types of library visitors. Together with their demographic characteristics and usage patterns of libraries, distinct profiles of these segments of people could be constructed. Finally, implications for library policy planners are discussed.

This article attempts to ascertain the future scenario of the Singapore tourism industry through the use of the Delphi technique. Two panels were established for the purpose of this study. The first panel consisted of key individuals in the local tourist industry. The second panel comprised an international group of executives participating in an executive development programme in Singapore. The panels were asked to examine a host of events related to the tourism industry in Singapore and to provide their assessments on the likelihood of these events happening in different time horizons. Based on the findings, events with higher probability of occurrence and crucial to tourism development are identified. Marketing implications of these events are discussed and strategies for tourism planning suggested.

This article focuses on the relevant demographics, attitudes, behaviours, and concerns of small‐medium sized exporting and non‐exporting firms in Singapore in an attempt to determine whether measures can be developed to nurture non‐exporters into exporters. The findings suggest that while basic differences in demographics exist between the two groups, the attitudinal and behavioural differences are acquired. Therefore, programmes may be developed to nurture non‐exporting firms to be export‐oriented.

This article aims to examine the online buying behavior among a group of Internet users. Based on a sample of over 3,700 Internet users, this study explores their information‐seeking patterns as well as their motivations and concerns for online shopping. Factor analysis and cluster analysis were used to classify the respondents into six types of online shoppers. Coupled with their demographic information and actual buying behavior, it was possible to constitute a distinct profile for each of the segments. Discriminant analysis was also conducted to seek out the important attitudinal variables that differentiated the various clusters of online shoppers. The implications of such classification are also discussed.

The equilibrium structure of packaged goods markets in Japan resembles that in Western economies: brands compete against each other in largely unsegmented markets, with the extent of consumers’ brand‐switching and divided loyalties between brands largely predictable from the differing market‐shares of brands. Presented is an analysis of brand loyalty for packaged goods in Japan and comparisons are drawn with brand loyalty in Western industrialized countries such as the UK and USA. The effects of brand‐specific differentiation are embodied principally in the size distribution of brands.

The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of “justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the “recovery paradox” exists.

Data were collected through a survey using a structured questionnaire. The 428 respondents were analyzed according to whether they did or did not make a complaint to the service providers.

The findings showed that the complainants' level of satisfaction with service recovery was significantly affected by perceived justice. The behavioral outcomes of the complainants in terms of trust, word‐of‐mouth (WOM) and loyalty were also found to be affected by their satisfaction with the service recovery. T‐tests confirmed that the levels of trust, WOM and loyalty were significantly higher for those respondents who were satisfied with the service recovery compared with those who were dissatisfied. Further t‐tests also indicated that respondents who were initially satisfied with the service expressed greater trust and positive WOM compared with the satisfied complainants. Finally, the study showed that dissatisfied complainants would exhibit a lower level of trust and were more likely to engage in negative word‐of‐mouth behavior compared with those who were dissatisfied initially but chose not to complain.

The findings in this paper confirmed the importance of perceived justice in service recovery. Satisfaction with service recovery also leads to a higher level of trust, positive word‐of‐mouth behavior and, to a lesser extent, the level of loyalty. Finally, the lack of support of the “recovery paradox” effect suggests that successful service recovery alone would not bring customer satisfaction to pre‐service failure levels. It is therefore essential to provide service right at the first time.

This is a new study on the service provided by mobile phone service providers in an Asian environment. It also reinforces the important of perceive justice in service recovery and debunks the existence of the “recovery paradox” effect.

Respondents from five Asian countries were surveyed in terms of their consumer ethnocentrism, animosity, and attribution towards the USA and Japan in the context of the Asian economic crisis. The results indicated that the more severely hit a country was, the more ethnocentric respondents were. In general, animosity towards the USA was higher than towards Japan with regard to the Asian crisis. Koreans held the greatest stable animosity towards the Japanese because of the atrocities experienced during the Second World War. Respondents attributed the blame of the Asian crisis more to themselves. They also felt that they and the Japanese could have controlled the turn of events during the crisis. Implications arising from the findings are discussed.

The purpose of this paper is to report the results of a study undertaken to investigate the gift‐giving behavior of consumers in the People's Republic of China (PRC) during the Chinese New Year and the influence exerted by Chinese cultural values on such behavior.

Using a survey among a large sample of people in the city of Tianjin, gift‐giving behavior was measured by the importance accorded to gift‐giving, the amount given, the effort spent on gift selection and brand orientation when selecting gifts. The cultural values examined were renqing (human obligations), guanxi (relationship), yuan (destiny or fate), reciprocity, family orientation and Mianzi (face). Factor analysis and structural equation modeling were used to analyze the data.

Results indicated that Chinese cultural values as a whole as well as most of its components investigated in this research had positive effects on the various gift‐giving behaviors. The “face” component was, however, found to affect only the importance attached to gift‐giving, the amount given and the choice of brand.

Research results should be interpreted with caution as the study was limited to Tianjin – one of the several major cities in the PRC. Also the Chinese New Year may not be representative of other occasions when gifts are exchanged.

The results of this investigation would benefit practitioners involved in the marketing of “gift items” in the PRC by providing them with a clear understanding of the general consumption patterns of the PRC urban consumers, insights into the various antecedents of gift‐giving and linking them with various aspects of Chinese cultural values. The research findings would also benefit researchers, academics and others interested in the PRC market by making them familiar with some of the salient aspects that characterize Chinese consumers.

This study develops a new model describing the relationships among values (Chinese cultural value and personal value), motivation for gift‐giving and gift‐giving behavior. It also develops new scales for measuring the constructs such as Chinese cultural values, motivation for gift‐giving and gift‐giving behavior.