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Article
Publication date: 1 April 1993

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/03090569310043179. When citing the…

3225

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/03090569310043179. When citing the article, please cite: Fred Selnes, (1993), “An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty”, European Journal of Marketing, Vol. 27 Iss 9 pp. 19 - 35.

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Journal of Product & Brand Management, vol. 2 no. 4
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 1 December 2003

Jørn Flohr Nielsen, Viggo Høst, Jan‐Erik Jaensson, Sören Kock and Fred Selnes

Neither market orientation nor the possible link to performance is easily achieved and in various countries companies may organize differently to cope with the…

1516

Abstract

Neither market orientation nor the possible link to performance is easily achieved and in various countries companies may organize differently to cope with the information‐processing and customer‐responding challenges. Nationwide surveys in banks in Denmark, Finland, Norway, and Sweden indicate that a path to performance involves innovations such as “supported empowerment” though there are differences in the antecedents of market orientation. Thus the most distinct Scandinavian ways to improvements may be found in Sweden. Especially Swedish banks and to a lesser extent Finnish banks are upfront in their use of “the technology of customer‐focusing”. Nevertheless, the overall analyses based on rigorous structural equation modeling lead to the estimation of a model reflecting causal relationships which seem to be independent of nationality.

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European Journal of Marketing, vol. 37 no. 11/12
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 February 1992

Fred Selnes

Discusses the issues raised by general criticism of the traditionalaccounting‐based analysis of profitability and in particular of dataquality and relevance, from the perspective…

1133

Abstract

Discusses the issues raised by general criticism of the traditional accounting‐based analysis of profitability and in particular of data quality and relevance, from the perspective of strategic marketing decisions. The major validity problem of profitability analysis is related to the assumption about sales as a cost‐driver for marketing activities. Case studies from two companies illustrate the importance of conducting the analysis based on relevant data. Suggests why and how marketing costs should be allocated to both products and customers.

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European Journal of Marketing, vol. 26 no. 2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 October 1993

Fred Selnes

Customer loyalty is a major strategic objective and focus inmarketing. It has been suggested that brand reputation is a major driverof customer loyalty, and hence companies seek…

23874

Abstract

Customer loyalty is a major strategic objective and focus in marketing. It has been suggested that brand reputation is a major driver of customer loyalty, and hence companies seek to increase the equity of their brands. Quality affects not only customer satisfaction, but also the reputation of the brand. Thus, both brand reputation and customer satisfaction are important determinants of customer loyalty. The interaction between these two drivers of customer loyalty has, however, been neglected in the literature. Presents a theoretical model which integrates quality, brand reputation, customer satisfaction and loyalty. The model is tested in four industries, covering both business‐to‐business markets and private customer markets. The findings suggest that companies should monitor and improve both customers satisfaction and brand reputation. In situations where the intrinsic cues of the product or service are ambiguous, brand reputation is the strongest driver of customer loyalty compared with customer satisfaction. In fact, when the intrinsic cues are ambiguous, it is found that customer satisfaction is not driving customer loyalty.

Details

European Journal of Marketing, vol. 27 no. 9
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 April 1998

Fred Selnes

The perspective of marketing has changed from regarding marketing as a series of independent transactions to a dynamic process of establishing, maintaining and enhancing…

16994

Abstract

The perspective of marketing has changed from regarding marketing as a series of independent transactions to a dynamic process of establishing, maintaining and enhancing relationships. In an emerging theory of relationship marketing, both trust and satisfaction are core concepts in understanding the dynamics of how relationships evolve. Although the literature has thoroughly examined both trust and satisfaction, the interrelationship between them, including their consequences and antecedents, has not yet been addressed properly. We propose that the development of buyer‐seller relationships can be understood as a sequence of decisions buyers make regarding whether they should enter a relationship, continue a relationship, or enhance the scope of a relationship. These are different kinds of decisions where satisfaction and trust are likely to play different roles in risk reductions depending on the nature of the decision to be made. In a study of institutional buyers of a food producer we find that satisfaction and trust are complementary in the sense that trust is a key variable when decisions are related to enhancement in scope of the relationship, whereas satisfaction is a key variable when the issue is relationship continuity.

Details

European Journal of Marketing, vol. 32 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Book part
Publication date: 1 February 2007

Ruth N. Bolton and Crina O. Tarasi

Abstract

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Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

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Article
Publication date: 18 June 2020

Adil Khan, Abdul Saboor Mohammad and Shahaliza Muhammad

This study aims to develop, propose and test an integrated framework of brand love and brand experience in the context of halal industry. Particularly, this study investigates the…

3492

Abstract

Purpose

This study aims to develop, propose and test an integrated framework of brand love and brand experience in the context of halal industry. Particularly, this study investigates the relationship of brand experience and brand love concepts with several outcome variables such as brand trust, brand satisfaction, brand loyalty purchase intention and word of mouth.

Design/methodology/approach

A structured questionnaire has been constructed using scales from past studies. Hypotheses have been tested using partial least square structural equation modelling methodology.

Findings

This study has found that brand experience is a significant determinant of brand love. Further, brand love has a significant influence on trust, satisfaction and loyalty. Both variables, brand experience and brand love, have either direct or indirect influences on several branding-related outcome variables such as brand trust, brand satisfaction and brand loyalty.

Research limitations/implications

This study has been conducted only using cross-sectional sample of one country, which may limit the generalisations. However, the results of this study offer valuable insights for the brand managers in the halal sector.

Originality/value

Previous studies pertaining to halal food consumption have focussed more on understanding the attitude or the buying intention of the consumers. Only few studies have attempted to investigate the branding aspect of halal food consumption. This study is one of its kinds, which offers a comprehensive framework by incorporating important brand-related antecedents and outcome variables to understand the branding aspect of the halal food consumption behaviour.

Details

Journal of Islamic Marketing, vol. 12 no. 8
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 10 June 2019

Atif Saleem Butt and Ahmad Bayiz Ahmad

The purpose of this paper is to understand conflicts that emerge between managers of buying and supplying firms when a personal relationship (friendship, etc.) is present between…

568

Abstract

Purpose

The purpose of this paper is to understand conflicts that emerge between managers of buying and supplying firms when a personal relationship (friendship, etc.) is present between them in the supply chain context.

Design/methodology/approach

This research uses a case study methodology and relies on data obtained from 30 qualitative interviews with managers of buying and supplying firms, having a personal relationship within inter-firm relationships to promote the interest of the firm.

Findings

Results from this study reveal conflicts between managers of buying and supplying firms due to the presence of a personal relationship between them. Specifically, results suggest that managers face ego conflict, supplier’s selection conflict and conflict on accepting late deliveries when they rely on personal relationships, which are themselves embedded within inter-firm relationship.

Research limitations/implications

This study has some limitations. First, this study examines behavioural patterns in Australian cultural context. Second, results of this study are not generalizable to a broader population.

Practical implications

Firms can use the findings to understand conflicts, which arise between managers of buying and supplying firms, as a result of a personal relationship between them in the supply chain.

Originality/value

This is, perhaps, the first study contributing to the supply chain relationship literature by unveiling conflicts between managers of buying and supplying firms, when a personal relationship is present between them.

Details

Benchmarking: An International Journal, vol. 26 no. 7
Type: Research Article
ISSN: 1463-5771

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