Gary L. Hunter and Steven A. Taylor
This paper aims to investigate whether preferences for certain types of privacy predict the frequency and duration of social media usage as well as the moderating role of gender…
Abstract
Purpose
This paper aims to investigate whether preferences for certain types of privacy predict the frequency and duration of social media usage as well as the moderating role of gender on these relationships.
Design/methodology/approach
An e-mail-based survey among the faculty, staff and students of a medium-sized mid-western university is used to gather data regarding preferences for privacy and social media usage. Using 530 respondents, structural equation modeling explores the relationship between the various privacy types, gender and social media usage.
Findings
Evidence supports a relationship between four types of privacy preferences and social media usage. A positive relationship exists between frequency of social media usage and a preference for not neighboring. Duration of social media usage shows a negative relationship with preferences for seclusion and reserve, and surprisingly, a positive relationship with a preference for anonymity. Gender moderates the relationship between preference for privacy and social media usage, offering evidence that intimacy, seclusion and reserve predict social media usage for males, while not neighboring and anonymity predict usage for females.
Originality/value
The study extends the privacy literature through investigating differential impacts of privacy preferences. The marketing literature examines privacy as a general concept, without allowing for differences in consumers' preferences for types of privacy. Additionally, the study shows that gender moderates the relationship between preferences for privacy and social media usage. A second contribution is investigating the relevance of a scale, developed in an age without social media, to an era permeated in social media.
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The purpose of this paper is to identify variables that intervene in the relationship between shopping center image and frequency of visits to that shopping center. Variables…
Abstract
Purpose
The purpose of this paper is to identify variables that intervene in the relationship between shopping center image and frequency of visits to that shopping center. Variables investigated as intervening are desires, intentions, and positive anticipated emotions.
Design/methodology/approach
The method uses a two wave mail survey. One wave gathers intentions and variables antecedent to intentions while a second wave gathers behavioral data.
Findings
Findings suggest that desire (i.e. motivation), intention, and positive anticipated emotions intervene between shopping center image and frequency of shopping center visits. Positive anticipated emotions are not emotions felt while shopping but are the expected emotional consequences of achieving a goal, in this case visiting a shopping center. Visiting a shopping center might be a goal in itself or it could be the means to goal attainment (e.g. shopping to get a product).
Research limitations/implications
A limitation of the study is that results are aggregated across types of shopping centers and across respondent classifications.
Practical implications
Results provide evidence that desire, intention, and positive anticipated emotions intervene between shopping center image and frequency of visits to the shopping center. Implications for shopping center managers are guidance for allocating resources towards increasing desire, intention, and positive anticipated emotions.
Originality/value
The value of this study is investigation of the process by which shopping center image impacts the frequency of visits to a shopping center. Focusing on this process should allow shopping center managers to more efficiently allocate resources. The value of this study is offering resource allocation guidance to shopping center managers.
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Steven A. Taylor, Gary L. Hunter and Deborah L. Lindberg
The purpose of this study is to advance marketers' understanding of customer‐based brand equity (CBBE) within the context of a B2B financial service marketing setting.
Abstract
Purpose
The purpose of this study is to advance marketers' understanding of customer‐based brand equity (CBBE) within the context of a B2B financial service marketing setting.
Design/methodology/approach
Two nation‐wide studies were used to investigate whether brands are in fact differentiated in the minds of the target audience; test two competing explanations of the formation of CBBE using structural equation analyses; and reconcile satisfaction and CBBE theories within a single theoretical model.
Findings
The results suggest that these customers do differentiate brands, and that Netemeyer et al.'s model of CBBE is generally supported. In addition, the extended model of CBBE proposed herein explains more variance in loyalty intentions, while simultaneously demonstrating the importance of customer satisfaction in CBBE models, and incorporates customer attitudes into conceptualization of CBBE.
Research limitations/implications
First, the current research focuses specifically on CBBE. Second, the reported MDS results are exploratory in nature and must be interpreted with caution.
Practical implications
The results will help financial service marketers measure CBBE as well as relate brand power to customer satisfaction and customer attitude measurement through implementing the proposed framework in their own competitive setting.
Originality/value
The two nation‐wide studies reported herein enhance our understanding of CBBE and its relationship to customer attitudes and satisfaction research within a single theoretical model, as well as identifying the influential roles of both hedonic and utilitarian forms of brand attitudes in the formation of CBBE.
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Judy A. Siguaw, Jule B. Gassenheimer and Gary L. Hunter
While prior studies have examined how loyal customers create value for preferred manufacturers, this study aims to focus on the supply chain and captures the indirect economic and…
Abstract
Purpose
While prior studies have examined how loyal customers create value for preferred manufacturers, this study aims to focus on the supply chain and captures the indirect economic and relational benefits and costs of customer value creation on channel intermediaries.
Design/methodology/approach
Service-dominant logic is used to explain the rationale behind consumer contributions and supply chain connectedness in an interactive online world. Drawing from the relevant literature, a conceptual model supported by propositions is presented.
Findings
As manufacturers utilize consumer contributions, affiliated intermediaries will report having less informational power, providing less value to the channel, greater benefit-based and cost-based dependence, heightened efforts to create channel value, an enhanced reputation and greater sales, and greater collaboration with customers.
Research limitations/implications
This conceptual paper is the beginning of an investigation into the pragmatic function of a service-dominant view as it pertains to a marketing channel. As this avenue for research is further developed, it is important that the propositions included in this study first be examined.
Practical implications
Awareness of the underlying logic and the resulting impacts should aid channel intermediaries in realizing their own contributions throughout the manufacturer ' s value chain and recognizing changes to their positions of power. As a result, channel intermediaries should be better positioned to assess the health and future prospects of the relationship.
Originality/value
This work is the first study to examine potential impacts on the intermediary operating in a channel in which the manufacturer is significantly influenced by consumer contributions.
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Steven A. Taylor and Gary L. Hunter
E‐service is a critical strategic marketing consideration today for many firms, based largely on the promise of more cost‐effective models of self‐service relative to large (and…
Abstract
E‐service is a critical strategic marketing consideration today for many firms, based largely on the promise of more cost‐effective models of self‐service relative to large (and expensive) call centers for technical support and customer service. The rapidly emerging electronic customer relationship management (e‐CRM) industry provides the primary tools for implementing e‐service. Interestingly, the e‐CRM industry faces the same challenges and strategic marketing considerations as their organizational customers, in that they must deliver exceptional service and support to the companies purchasing/using e‐CRM software. A review of organizational mission/vision statements suggests that e‐CRM companies are generally positioning themselves as exemplars of customer satisfaction provision and relationship management. However, recent industry analysis suggests that their organizational customers generally report low to ambivalent ratings on customer satisfaction measures (our study also supports these findings). This discrepancy could be partly attributed to very little empirical inquiry having appeared to date to assess the efficacy of existing relationship marketing theories within this fast‐moving industry. The current study provides an exploratory investigation that looks at the well‐established (in other marketing settings) relative influences of quality, customer satisfaction, and loyalty in the formation of future purchase intentions and word‐of‐mouth behaviors within the e‐CRM industry. Concludes that e‐CRM marketers must first identify means of increasing the overall level of customer satisfaction within their industry, and then begin to consider moving beyond customer satisfaction toward broader loyalty‐based strategic marketing objectives to support their relationship marketing practices. Practitioner and research implications of the reported study are discussed.
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Tina Harrison, Kathryn Waite and Gary L. Hunter
To critically assesses the extent to which consumers are being empowered by the internet, focusing specifically on the role of the internet in the context of online pension…
Abstract
Purpose
To critically assesses the extent to which consumers are being empowered by the internet, focusing specifically on the role of the internet in the context of online pension information provision.
Design/methodology/approach
A mixed method study involving focus groups and observational research. Focus groups explored consumer meanings of empowerment and pension information needs. Actual information provision was measured using a content analysis of a sample of 20 pension web sites from 1996 to 2004 accessed from the internet archive.
Findings
While consumers generally feel that the internet is empowering, the sense of empowerment has not been fully realised in the context of pensions. The findings reveal gaps between consumer needs for information and information provision with implications for pension providers and consumers.
Research limitations/implications
Relies on consumers' own reported information needs. Pensions are complex and consumers may not fully appreciate the most relevant information in order to make an informed pension decision. Researching professional financial advisors could close the loop and help understand what information consumers should be using to make decisions.
Practical implications
Provides useful insights for pension providers and employers in understanding the value of pension web sites and the features/facilities that consumers value most in using them.
Originality/value
Addresses a key concern of government – insufficient pension provision – and helps to understand how the internet can be used to engage consumers in pensions and encourage them to take greater responsibility for and ownership of their retirement saving.
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Carlos Bauer, John M. Galvan, Tyler Hancock, Gary K. Hunter, Christopher A. Nelson, Jen Riley and Emily C. Tanner
Sales organizations embrace technological innovation. However, salespeople’s willingness to use new technology influences a firm’s return on investment, representing a significant…
Abstract
Purpose
Sales organizations embrace technological innovation. However, salespeople’s willingness to use new technology influences a firm’s return on investment, representing a significant concern for the organization. These concerns highlight tensions regarding the tradeoffs associated with technology implementations. The purpose of this study is to offer insights that help reduce the complexities of sales technology (ST) by exploring the changing dynamics of contemporary business relationships.
Design/methodology/approach
This paper synthesizes the ST literature using the service ecosystem perspective to propose the sales techno-ecosystem (STE) framework, providing new insights into organizational decision-making related to the ongoing digital transformation of sales tasks.
Findings
This synthesis of the ST literature with the service ecosystem seeks to clarify the impact of technology within the evolving nature of buyer–seller relationships by providing four unique perspectives.
Research limitations/implications
Perspective 1 reviews the sales-service ecosystem framework and develops the theoretical underpinnings and relevant terminologies. Perspective 2 summarizes critical aspects of the ST literature and provides foundations for future research in the STE. Perspective 3 offers a more granular view, explicating roles and contexts prevalent in buyer–seller–technology interactions. Perspective 4 provides a set of tenets and advances research questions related to each tenet.
Practical implications
The culmination of these four perspectives is the introduction of five key tenants designed to help guide strategy and research.
Originality/value
The paper advances Hartmann et al. (2018) service ecosystem paradigm by explicating critical aspects of its ST domain to generate insights for theory and practice.
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Kimberly L. D'Anna-Hernandez, Gary O. Zerbe, Sharon K. Hunter and Randal G. Ross
Understanding parental psychopathology interaction is important in preventing negative family outcomes. This study investigated the effect of paternal psychiatric history on…
Abstract
Understanding parental psychopathology interaction is important in preventing negative family outcomes. This study investigated the effect of paternal psychiatric history on maternal depressive symptom trajectory from birth to 12 months postpartum. Maternal Edinburgh Postpartum Depression screens were collected at 1, 6 and 12 months and fathers' psychiatric diagnoses were assessed with the Structured Clinical Interview for DSM-IV from 64 families. There was not a significant difference in the trajectory of maternal depressive symptoms between mothers with partners with history of or a current psychiatric condition or those without a condition. However, mothers with partners with substance abuse history had higher levels of depressive symptoms relative to those affected by mood/anxiety disorders or those without a disorder. Our results call for a closer look at paternal history of substance abuse when treating postpartum maternal depression.
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Allison Dunn, Lori L. Moore, Krista J. Bailey, Summer F. Odom and Gary A. Briers
Currently, more students receive leadership education from student affairs offerings than academic leadership courses. Using two simultaneous Delphi panels, Group A – 17 student…
Abstract
Currently, more students receive leadership education from student affairs offerings than academic leadership courses. Using two simultaneous Delphi panels, Group A – 17 student affairs managers and Group B – 20 student affairs preparatory program faculty members, this study sought to identify the characteristics of a student affairs leadership educator. While there was agreement (93.8%, n = 32) that student affairs practitioners are leadership educators, there was a disconnect between the two panels in how leadership education should be demonstrated within the context of student affairs. These findings support previous research that student affairs practitioners and preparatory program faculty disagree on the characteristics needed to be a successful student affairs practitioner and expands the impact of these findings into the area of leadership education.