Angela Dobele, Jane Fry, Sharyn Rundle-Thiele and Tim Fry
A broad array of information channels exists for service customers. The purpose of this study is to better understand the relationship between the use of, and trust in…
Abstract
Purpose
A broad array of information channels exists for service customers. The purpose of this study is to better understand the relationship between the use of, and trust in, information channels, so that there is scope to increase the effectiveness of reliable information provision and, hence, to change behaviour.
Design/methodology/approach
This study empirically explored whether customers use channels they trust, and trust what they use, and examined the association between individual (demographic) factors and that trust. A total of 472 mothers completed an online survey.
Findings
The current study empirically explored channel trust and individual factors, finding that individual factors (such as education level) and trust warrant inclusion in traditional communication models such as Communication–Human Information Processing. The findings revealed that the more highly educated a customer is, the more likely it will be that a health professional is their most trusted channel, but the less likely it will be that they consider family the most trusted channel. Magazines are the least trusted information channel. Further, while informants’ most trusted information channel was healthcare professionals, this was not the most common information channel used.
Research limitations/implications
This study was limited to a female consumer sample focused upon one service (maternity and child health) and five key information channels, which limits the generalizability. Further, the data were collected via an internet survey, which have biased may the results on use and trust of the internet.
Practical implications
The findings showcase the importance of demographic factors and the relationship between trust in information sources and use. The insights developed provide a useful research agenda for the future. This study was limited to a female consumer sample focused upon one service (maternity and child health) and five key information channels, which limits the generalizability of the findings. The data were collected via an internet survey, which may bias the results on use and trust of the internet. Additionally, the data were collected over five years ago, which may have some impact on factors such as the role and importance of internet usage. However, these limitations do not detract from the primary focus of this study and the main findings remain new and relevant.
Originality/value
This study undertook an empirical exploration to examine information channel trust and individual factors, thereby extending the research focus beyond current traditional communication model approaches. Models such as Communication–Human Information Processing focus on individual cognitions and assume a staged sequence of decision-making following traditional decision-making models and ignoring channel attributes such as channel trust, thereby limiting understanding. The current study indicates that communication models will benefit from the addition of channel trust and additional individual factors (such as demographics) to extend understanding beyond individual cognitions.
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Angela R. Dobele, Luke Greenacre and Jane Fry
This paper aims to examine the impact of purchasing occasion on product value indicators for a selection of Australian and New Zealand branded wines, as evaluated by consumers…
Abstract
Purpose
This paper aims to examine the impact of purchasing occasion on product value indicators for a selection of Australian and New Zealand branded wines, as evaluated by consumers. Value indicators were defined as conspicuous or inconspicuous. Conspicuous indicators include corporate advertising, such as the vineyard, region or brand, and are considered the same (or equal) for all recipients. Inconspicuous indicators are less visible and may differ from recipient to recipient, such as referrals. Purchasing occasions are either home (personal and private) or restaurant consumption (personal and public) or as a gift (impersonal and public).
Design/methodology/approach
An online survey was used to understand the changing importance of value indicators based on differing purchase goals. The snowball sample was comprised of marketing professionals, who are highly educated and likely to be of prime working age (25-55 years). Initial participants were then asked to forward the email invitation to their networks. The majority of the 298 survey respondents were Australian-born and described themselves as Anglo-Saxon.
Findings
Conspicuous indicators, such as advertising, are given more consideration for impersonal consumption experiences such as gifts or to drink in public. Less conspicuous, but more trustworthy, indicators, (personal recommendations), are more important for personal consumption experiences. These results offer insight into the indicators of product value that marketers could emphasise in their marketing mixes to target consumers buying with different purchase goals in mind and seek new markets.
Research limitations/implications
This study was limited in geographical selection, and the methodology comprised an online survey. The nature of the purchase contexts was deliberately kept broad to highlight the overall impact of value indicators.
Originality/value
While there have been some studies centering on wine purchase and consumption in different situations, direct comparisons between contexts are rare. This paper addresses this gap in the literature by comparing consumer behaviour across wine purchase contexts. The value of this paper stems from deepening understanding of the role of context in purchase decision-making and the implications for marketing practitioners and clearly identified opportunities for future research.
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Michelle Lowe, Douglas P. Fry, Jane L. Ireland and Robert J Cramer
Michelle Lowe, Douglas P. Fry, Jane L. Ireland and Robert J. Cramer
THE earliest libraries in any kind of community were run by interested members of the community with enthusiasm but no special training. Their communities asked them for very…
Abstract
THE earliest libraries in any kind of community were run by interested members of the community with enthusiasm but no special training. Their communities asked them for very little more than they could get or do for themselves but did not care to find the time for, and because the librarian was one of their own, but no longer functioning fully in their world, the members of the community tended to have, however loyally or gently, a lower opinion of the man and consequently hisoffice. For the failed academic or businessman this was little less than just, but it was quite unjust to the profession of librarianship.
The purpose of this paper is to compare and learn from Chandigarh in addressing an orderly urbanisation in India. Chandigarh is considered as a benchmark for city design in India…
Abstract
Purpose
The purpose of this paper is to compare and learn from Chandigarh in addressing an orderly urbanisation in India. Chandigarh is considered as a benchmark for city design in India. The aim is recapitulate the city design process and garner useful inputs towards city design process in India.
Design/methodology/approach
Considering the purpose of the study, two research methodologies are identified – namely “case study” and “analytical narrative”. A case study method is usually focused on certain urban systems with a view to explain why certain systems were a success and why some ended up being a failure. It mostly concerns itself with questions of efficiency. A narrative analysis seeks to understand urban development process and change. It appeared in disciplines such as policy analysis, urban history, social science, political science and economics. Analytical narrative evaluates the explanatory performance of new genre, using some philosophy.
Findings
This paper contributes in reinvigorating the aura of Chandigarh and its contribution in developing an Indian city with its own identity. It also reflects upon the series of failure among the recent city planning endeavours, and its avenue of differences from the successful case.
Originality/value
The paper contributes in understanding the existing shortcomings of city design approaches in India from the perspective of a relatively successful case of a functional Indian city. It also helps to point out the forgotten dimensions of city design that contributes in creating a functional city.
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WHETHER the political pendulum is to swing in the direction of the Right or not in the coming year we do not know. Local electors are not the only key to national ones whatever…
Abstract
WHETHER the political pendulum is to swing in the direction of the Right or not in the coming year we do not know. Local electors are not the only key to national ones whatever politicians may argue. That there will be a move towards that direction is probable as our people tire of the monotonies of any government. Any change will not affect libraries greatly at present as the world problems are too pressing to allow any practical discussion of domestic ones. Our only fear is that “economy” may become a cry, which means, of course, the lopping of things which are educational, cultural and otherwise not money‐making and it is only too probable that public libraries and indeed other libraries might suffer from the modern equivalent of the Geddes axe which some are hopefully expecting. On the other hand the strength of the organizations which control wages from below is such that the disastrous “cuts” of the first Geddes experiment are not likely to be repeated. And on wages the whole of our financial tructure rests. Moreover libraries have now assumed the right to exist in adequate condition and to displace them may not be so easy as it was thirty years ago; but, nevertheless on vigilance our safety still depends. The conditions are not likely at present to be propitious to any real advance. The much‐desired new Library Bill is being drafted—and should be—but its hearing does not seem imminent; the chances of building new libraries are bleak, and even repairs are to some librarians a nightmare. Confronting all these conditions is the greatly increased use of libraries which is reflected in every kind of public, university, national and commercial library. This strengthens faith in the future in spite of the immediate prospect.
Sustainability and architecture are synonymous terms. While sustainability, physically and economically, is to a large extent manifest in the habitat built form, it is the…
Abstract
Sustainability and architecture are synonymous terms. While sustainability, physically and economically, is to a large extent manifest in the habitat built form, it is the scientific temper that will lend a design methodology and process, in order to render architecture sustainable. To achieve this; a “Energy‐resource Flow – Ecological Footprint” model is suggested which can help optimize input‐output parameters and their relationship. Possible formulation of these parameters leading to a sustainability indicator is also suggested. This leads to a process of design and various actual projects in response to critical issues. Thus suggesting a new language of architecture.
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Describes the new library building of the University ofAgriculture, Abeokuta, Nigeria, completed in 1992. Gives a brief historyof the existing library as background. Highlights…
Abstract
Describes the new library building of the University of Agriculture, Abeokuta, Nigeria, completed in 1992. Gives a brief history of the existing library as background. Highlights the planning processes involved, including critical choices made, location of the building, preparation of architects′ briefs, architect‐librarian relationship, choice of building contractors and features of the building. Discusses problems of supervision, security and maintenance likely to arise from the use of the building. Concludes that the library building meets the required functional and aesthetical standards required of libraries in the tropics and should be critically studied by other Nigerian universities planning to put up their own libraries.
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Since 1948 the Health Service has been a subject of policy on which Labour has consistently rated higher than the Tories in public opinion. But the standard of care within the…
Abstract
Since 1948 the Health Service has been a subject of policy on which Labour has consistently rated higher than the Tories in public opinion. But the standard of care within the National Health Service is seen as falling. What difference will the new plan make? There are undoubted good intentions, but also the potential for confusion as commissioning and service delivery are put in the structural mixer once again.