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Article
Publication date: 10 April 2007

Nick Lee and Amanda J. Broderick

To introduce the contents of the special issue, and provide an integrative overview of the development of observational methodologies in marketing research, as well as some…

7085

Abstract

Purpose

To introduce the contents of the special issue, and provide an integrative overview of the development of observational methodologies in marketing research, as well as some directions for the future.

Design/methodology/approach

A historical review of the development of observational methods, beginning with philosophical foundations, is provided. Key philosophical debates are summarized, and trends in observational methods are described and analyzed, with particular reference to the impact of technology. Following this, the contributions to the special issue are summarized and brought together.

Findings

Observational research in marketing is more than the well‐known method of “participant‐observation.” In fact, technology has the potential to revolutionize observational research, and move it beyond a solely “qualitative” method. The internet, video, scanner‐tracking, and neuroimaging methods are all likely to have a big impact on the development of traditional and innovative observation methods in the future. The articles in the special issue provide a good overview of these developments.

Research limitations/implications

The views of the authors may differ from those of others.

Practical implications

Observation is a far more wide‐ranging strategy than many perceive. There is a need for more expertise in all types of observational methodologies within marketing research schools and departments, in order to take account of the vast opportunities which are currently emerging.

Originality/value

Provides an original perspective on observational methods, and serves as a useful overview of trends and developments in the field.

Details

Qualitative Market Research: An International Journal, vol. 10 no. 2
Type: Research Article
ISSN: 1352-2752

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Article
Publication date: 10 April 2007

Laura Chamberlain and Amanda J. Broderick

The purpose of this paper is to examine consumer emotions and the social science and observation measures that can be utilised to capture the emotional experiences of consumers…

8995

Abstract

Purpose

The purpose of this paper is to examine consumer emotions and the social science and observation measures that can be utilised to capture the emotional experiences of consumers. The paper is not setting out to solve the theoretical debate surrounding emotion research, rather to provide an assessment of methodological options available to researchers to aid their investigation into both the structure and content of the consumer emotional experience, acknowledging both the conscious and subconscious elements of that experience.

Design/methodology/approach

A review of a wide range of prior research from the fields of marketing, consumer behaviour, psychology and neuroscience are examined to identify the different observation methods available to marketing researchers in the study of consumer emotion. This review also considers the self report measures available to researchers and identifies the main theoretical debates concerning emotion to provide a comprehensive overview of the issues surrounding the capture of emotional responses in a marketing context and to highlight the benefits that observation methods offer this area of research.

Findings

This paper evaluates three observation methods and four widely used self report measures of emotion used in a marketing context. Whilst it is recognised that marketers have shown preference for the use of self report measures in prior research, mainly due to ease of implementation, it is posited that the benefits of observation methodology and the wealth of data that can be obtained using such methods can compliment prior research. In addition, the use of observation methods cannot only enhance our understanding of the consumer emotion experience but also enable us to collaborate with researchers from other fields in order to make progress in understanding emotion.

Originality/value

This paper brings perspectives and methods together to provide an up to date consideration of emotion research for marketers. In order to generate valuable research in this area there is an identified need for discussion and implementation of the observation techniques available to marketing researchers working in this field. An evaluation of a variety of methods is undertaken as a point to start discussion or consideration of different observation techniques and how they can be utilised.

Details

Qualitative Market Research: An International Journal, vol. 10 no. 2
Type: Research Article
ISSN: 1352-2752

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Article
Publication date: 1 December 2001

Martha A. Broderick, Virginia R. Gibson and Peter Tarasewich

In the USA, electronic signatures recently became as legally binding as printed signatures. But the legislation that made electronic signatures legal did nothing to specify how…

1869

Abstract

In the USA, electronic signatures recently became as legally binding as printed signatures. But the legislation that made electronic signatures legal did nothing to specify how they should be implemented, or what precautions must be taken to ensure the security and validity of the signature process. This paper first reviews the status of electronic signatures in the USA, and compares it to work done by the United Nations. Next, the technology that can be used to implement electronic signatures is summarized. The paper concludes with a discussion of problems and open issues surrounding the use of electronic signatures.

Details

Internet Research, vol. 11 no. 5
Type: Research Article
ISSN: 1066-2243

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Book part
Publication date: 6 December 2024

Brian Crow and Colleen McGlone

There is little doubt that sport is an integral part of the social, political and economic fabric of countries worldwide. Governments allocate significant resources for sport…

Abstract

There is little doubt that sport is an integral part of the social, political and economic fabric of countries worldwide. Governments allocate significant resources for sport governing bodies in the quest to be well represented at Olympic Games; they subsidise sport organisations for sport development at local, regional and national levels; they give tax breaks to corporate sport organisations. These represent a small sample in the ways by which governments ‘participate’ in the advancement of sport with the intent of increasing their local and global profile. However, the quest for this image can serve as a barrier to challenging traditions that expose a dark side of sport. This chapter acknowledges that hazing is one of these traditions. The protection of a desired image further adds to the complexities of dealing with hazing at a legislative level since the preponderance of sport hazing is in the more commercialised sports such as hockey, football and basketball (Fogel & Quinlan, 2023). The purpose of this chapter will be to provide samples of worldwide legislation, a determination of effectiveness and an analysis of potential for legislative value when applied to sport.

Details

Cultures of Sport Hazing and Anti-Hazing Initiatives for the 21st Century
Type: Book
ISBN: 978-1-83753-556-9

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Article
Publication date: 28 October 2014

John P. Wilson and Sarah Gosiewska

The purpose of this paper is twofold. First, it will trace, for the first time, the historical events which have progressively influenced emergency training. Second, it will…

984

Abstract

Purpose

The purpose of this paper is twofold. First, it will trace, for the first time, the historical events which have progressively influenced emergency training. Second, it will evaluate the design considerations and delivery of strategic training to participants attending a multi-agency gold incident command programme. Finally, it will make recommendations about the suitability of training approaches for different aspects of emergency training.

Design/methodology/approach

This research used a mixed methods study design involving a longitudinal literature review of disasters which influenced training; and a case study of multi-agency training.

Findings

Guidance for major incidents developed in a relatively ad hoc manner until consolidated by the Civil Contingencies Act (2004). In addition, health and safety considerations prevent on-the-job training during major incidents. Furthermore, different forms of training would appear to be more suited to training for the different stages of a major incident.

Research limitations/implications

The European Union delegates responsibility for emergency planning to individual nations. Although the findings relate to this UK case study the lessons learned would appear to be generic and may be applicable in other countries.

Practical implications

Emergency training is a statutory requirement and therefore needs to be systematically organised. Different types of training are suited to different stages of a major incident.

Social implications

Emergency training is a statutory requirement and therefore needs to be systematically organised. Different types of training are suited to different stages of a major incident.

Originality/value

This is the first paper charting the historical development of emergency training. There is a limited base of literature for emergency training.

Details

Disaster Prevention and Management, vol. 23 no. 5
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 31 March 2020

Todd J. Bacile, Alexandra Krallman, Jeremy S. Wolter and Nicole Dilg Beachum

Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint…

922

Abstract

Purpose

Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint handling channels. Some of these distinct challenges include the presence of multiple customers during a recovery, which creates the possibility for uncivil customer-to-customer (C2C) exchanges to harm a complainant’s experience. To this end, this paper aims to explore customer- and firm-level aspects as they relate to social media complaint handling. A customer-level moderator (attitude toward complaining) and a firm-level moderator (relative promptness of the response) are examined.

Design/methodology/approach

Data from three studies use partial least squares structural equation modeling to analyze hypothetical failure and complaining scenarios on VCSCs. Study 1A (a firm’s social media channel) and Study 1B (a firm’s online support community) investigate how a complainant’s predisposition toward complaining ultimately influences their experiential value (hedonic, pragmatic and sociability) during a virtual service recovery that includes uncivil communication from another customer. Study 2 further examines how the relative promptness of a service provider’s response either before or after uncivil C2C interactions hinders a complainant’s experiential value during the service recovery encounter.

Findings

The results show support for the influence of attitude toward complaining and the relative promptness of response as impactful to a complainant’s hedonic, pragmatic and social experience in virtual service encounters that involve one customer rudely interjecting into a complainant’s online service recovery encounter.

Originality/value

This research is one of the first to apply both customer- and firm-level moderating aspects associated with virtual service recovery encounters. The studies quantitatively assess the moderators’ influence on online dysfunctional behavior’s relationship with C2C fairness perceptions, and the subsequent experiential value a complainant receives on VCSCs. In particular, the investigation of relative promptness of a service provider’s response is a unique conceptualization that expands prior recovery studies’ focus on promptness or quickness of a recovery. The authors put forth a more prompt response that benefits the firm by purposively and symbolically closing out the encounter on VCSC, which somewhat reduces the negative effects of rude follow-up comments. This study is also novel because of the experiential focus on C2C interactions during recovery, rather than focusing on how a firm resolves a failure. In addition, this is the first service recovery study to assess multiple types of online customer service channels. Implications are put forth for service recovery theory and managers who attend to customer complaints on virtual channels.

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Article
Publication date: 24 August 2018

Seniz Özhan, Nevin Altug and Eylem Deniz

The purpose of this paper is to examine the joint effect of two composite characteristics –openness to experience (OE) and nostalgia proneness (NP) – on product involvement (PI…

1071

Abstract

Purpose

The purpose of this paper is to examine the joint effect of two composite characteristics –openness to experience (OE) and nostalgia proneness (NP) – on product involvement (PI) and whether brand loyalty (BL) is a result of this PI.

Design/methodology/approach

In accordance with this purpose, a model suggesting that OE dimension of the five-factor model and NP influences PI and PI influences BL was developed and tested. The data used in the study were obtained from 1,392 participants from the Thrace region of Turkey. The authors use a structural equation model to test and confirm hypothesis.

Findings

OE influences PI and hence BL. On the other hand, it has been concluded that NP has no significant influence on PI.

Research limitations/implications

This is the first study to examine the influence of OE, one of the personality traits, and NP on BL. In this study, only OE, which is one of the five-factor personality traits, has been examined. Studies in the future may research the relationship between other personality traits and NP, PI and BL.

Practical implications

This paper provides managerial insights into why consumers’ personality traits and NP need to be taken into consideration in creating BL.

Originality/value

To the best of authors’ knowledge, the influence of OE and NP on BL has not been addressed in the current literature. Personality traits and NP are closely related to individuals’ behaviors as a consumer. Understanding the factors that influence consumer purchase decision processes is of crucial importance to managers and researchers alike. The paper is of great value for firms that consider enhance BL.

Details

Journal of Advances in Management Research, vol. 15 no. 4
Type: Research Article
ISSN: 0972-7981

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Book part
Publication date: 28 January 2011

Julie A. Deisinger

Child psychiatrist Leo Kanner (pronounced “Konner;” Feinstein, 2010, p. 19) published a ground-breaking paper in 1943 that introduced the world to the present-day concept of…

Abstract

Child psychiatrist Leo Kanner (pronounced “Konner;” Feinstein, 2010, p. 19) published a ground-breaking paper in 1943 that introduced the world to the present-day concept of autism (Fombonne, 2003; Goldstein & Ozonoff, 2009; Roth, 2010). Prior to Kanner, however, several physicians described the condition of autism without identifying it as such. A textbook published in 1809, titled Observations on Madness and Melancholy, contained a description of a boy whose symptoms fit the modern definition of autism (Feinstein, 2010; Vaillant, 1962). The book's author, Dr. John Haslam, wrote about a 5-year-old male who was admitted to the Bethlem Asylum in 1799 with a medical history that included a case of measles when he was 1 year old. The boy's mother claimed that at age 2 years, her son became harder to control. She also indicated that he did not begin to walk until he was 2½ years of age and did not talk until he was 4 years old. Once hospitalized, the boy cried only briefly upon separation from his mother and was “constantly in action” (Vaillant, 1962, p. 376), suggesting that he was hyperactive. Hyperactivity is a characteristic commonly found in children with ASDs (APA, 2000; Wicks-Nelson & Israel, 2009). Although this child watched other boys at play in the hospital, he never joined them and played intently with toy soldiers by himself. The boy could not learn to read and always referred to himself in the third person (Vaillant, 1962). Grammatical errors in speech can be observed among individuals with ASDs (Roth, 2010; Wicks-Nelson & Israel, 2009).

Details

History of Special Education
Type: Book
ISBN: 978-0-85724-629-5

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Article
Publication date: 5 January 2018

Matthew J. Alexander, Elina Jaakkola and Linda D. Hollebeek

The purpose of this paper is to broaden extant understanding of actor engagement behavior beyond its currently dominant dyadic (micro-level) focus, by examining it from multiple…

3176

Abstract

Purpose

The purpose of this paper is to broaden extant understanding of actor engagement behavior beyond its currently dominant dyadic (micro-level) focus, by examining it from multiple levels of aggregation within a service ecosystem framework.

Design/methodology/approach

This conceptual paper draws on service-dominant logic and structuration theory as theoretical lenses to inform engagement research.

Findings

By means of a stepwise exercise of “zooming out,” the paper introduces a multi-perspective (micro-, meso-, macro- and meta-level) view of actor engagement that develops understanding of multiple engagement contexts, and suggests that balancing multiple roles may result in actor disengagement behavior. The role of reference groups and role conflict associated with balancing multiple roles is critical to understanding why engaged actor proclivities may wax and wane between contexts.

Research limitations/implications

The paper offers a set of five propositions that can be utilized by engagement scholars undertaking further research in this area.

Practical implications

Firms need to understand the values and norms embedded in diverse engagement contexts which can affect actor groups’ needs and motivations. Firms should develop appropriate organizational mechanisms to facilitate (rather than impede or obstruct) the desired behaviors of engaged actors.

Originality/value

The broader context within which engaged actors operate, and its effects on engagement, has been largely overlooked to date. By broadening the analytical perspective on engagement beyond the dyadic this paper reveals previously unaddressed aspects of this phenomenon, such as the role of disengagement behavior, and the effects of multiple engagement contexts on actors’ future behaviors.

Details

Journal of Service Management, vol. 29 no. 3
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 4 August 2021

Carol Esmark Jones, Stacie Waites and Jennifer Stevens

Much research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined. This paper…

979

Abstract

Purpose

Much research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined. This paper aims to examine the correlating relationship between types of posts made by hotels and the resulting occupancy rates. Then, the mediating role of relevancy is examined and ways that posts can increase/decrease relevancy of the post to potential hotel users.

Design/methodology/approach

Within the context of the hotel industry, three studies were conducted – one including hotel occupancy data from a corporate chain – to examine the impact of social media posts on relevancy and intentions to stay at the hotel. Experimental studies were conducted to explain the results of the real-world hotel data.

Findings

The findings show that relevancy is an important mediator in linking social media posts to service performance. A locally (vs nationally) themed post can decrease both the relevancy of a post and the viewer’s intentions to stay at a hotel. This relationship, however, can be weakened if a picture is included with the post, as a visual may increase self-identification with a post.

Originality/value

These results have important theoretical and practical implications as social media managers attempt to find the best ways to communicate to their customers and followers. Specifically, there are lower and upper limits to how many times a hotel should be posting to social media. The data also show many hotels post about local events, such as school fundraisers or a job fair, that can be harmful to stay intentions, likely due to the irrelevant nature of local posts to customers who are likely to stay in a hotel. National posts are seen as more relevant and likely to increase stay intentions, and the inclusion of a picture can help local posts seem more relevant.

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