Lloyd C. Harris and Mark M.H. Goode
The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e‐servicescape that presents online physical environments as comprising…
Abstract
Purpose
The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e‐servicescape that presents online physical environments as comprising three dimensions. It aims to develop and extend existing research into physical service environments through proposing, operationalizing, and testing a model of online servicescape.
Design/methodology/approach
The study utilizes a survey approach to gather data regarding consumers' perceptions of online servicescape. Surveys were administered to 257 respondents regarding a broad range of web sites.
Findings
A measure of e‐servicescape is evaluated that comprises three dimensions and 52 items while relationships between the dimensions of e‐servicescape, trust, and purchase intentions are described.
Research limitations/implications
The first contribution of this study stems from the successful operationalization of a comprehensive multi‐item (in total 52 items), multi‐scale (nine scales), multi‐dimensional (three) measure of e‐servicescape. Second, a contribution is made through the finding that trust constitutes a key variable during online exchange. Third, we contribute insights into the antecedents of consumers' purchase intentions. Finally, the study reveals that consumers' interpretations of online environments exert a powerful influence over trust and purchase intentions.
Originality/value
The findings of this study also have numerous implications for both services managers and internet developers. The findings supply valuable insights into which factors practitioners should focus their attention to better tailor their approaches. This study strongly endorses the view that the loyalty intentions of online customers are linked to the extent to which they trust the service provider.
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Mark M.H. Goode and Lloyd C. Harris
The current study aims to develop and extend existing research into online behavioural intentions of consumers' by proposing, operationalising, and testing a model of the…
Abstract
Purpose
The current study aims to develop and extend existing research into online behavioural intentions of consumers' by proposing, operationalising, and testing a model of the antecedents of behavioural intentions that models and evaluates how switching costs and inducements moderate the behavioural intentions of online shoppers.
Design/methodology/approach
The study employed a personally administered structured questionnaire to gather data regarding consumer's interpretations and evaluations of one specific website. A total of 296 completed questionnaires were analysed.
Findings
Analyses found support for the theoretical framework and uncovered strong links between a number of hypothesised antecedent and moderating factors and behavioural intentions.
Research limitations/implications
The study supplies an empirical contribution through conceptualising, and subsequently empirically verifying, a model of the antecedents and moderators of online behavioural intentions. Empirical contributions also stem from the findings of moderated associations as well as from the strength and magnitude of uncovered associative links. Finally the study also generates a more general contribution to existing knowledge of e‐loyalty.
Practical implications
The findings of the study also have numerous implications for practitioners. The moderated regression equation indicates that the exogenous factors studied explain nearly 68 per cent of variance in behavioural intentions. As such, the findings supply valuable insights into which factors practitioners should focus their attention to better tailor their approaches and content.
Originality/value
The value of the current study centres on the conceptual and empirical contributions regarding the moderation of links between antecedent factors and online behavioural intentions.
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Antje Cockrill, Mark Goode and Daniel Emberson
The concept of servicescape and its effect on consumer behaviour has been studied extensively in numerous areas of retailing. However, the role of servicescape in non‐traditional…
Abstract
Purpose
The concept of servicescape and its effect on consumer behaviour has been studied extensively in numerous areas of retailing. However, the role of servicescape in non‐traditional service settings has received comparatively little attention. The aim of this paper is to fill in some of this research gap by testing the effects of servicescape (ambience, layout and functionality) on consumer behaviour within UK betting shops, as part of the wider UK gambling industry.
Design/methodology/approach
In order to achieve this objective an exploratory research methodology was chosen. Firstly, three betting shops in the same metropolitan area were chosen as the base for interviews with managers and structured observations. This was complemented by fifty semi‐structured customer interviews from the same three betting shops. The use of these different methods allowed triangulation and validation of the results.
Findings
The key finding of this paper are that customers in betting shops appear to be unaffected by some of the elements of the servicescape. However, this research has found that signs, symbols and artefacts were regarded as critically important by consumers.
Research limitations/implications
Further, larger scale research is needed on the effects of servicescape in environments where consumption behaviour could be considered compulsive. This could includes, e.g. betting shops, arcades, casinos, bingo halls and National Lottery “shops.” Furthermore, this paper could also be used as the basis for further research on the e‐servicescape of the online gambling industry.
Practical implications
Some servicescape elements do not appear to affect betting shop customers greatly, but staff knowledge is important. Therefore, resources should be spent on improving staff knowledge rather than on other elements of the servicescape.
Originality/value
No prior empirical research has been found in this area.
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Michael J. Peel, Mark M.H. Goode and Luiz A. Moutinho
This paper reviews the use of logit and probit models in marketing and focuses on demonstrating the use of ordered probability models. This type of model is appropriate for many…
Abstract
This paper reviews the use of logit and probit models in marketing and focuses on demonstrating the use of ordered probability models. This type of model is appropriate for many applications in marketing and business where the dependent variable of interest is ordinal (e.g., likert scales). A comparison between the properties of the ordinary least squares (OLS) model and ordered logit and probit models is made using consumer satisfaction data on automobiles. This comparison between the two models shows that the use of OLS for ordered categorical data gives misleading results and produces biased estimates, leading to inaccurate hypothesis testing. The paper concludes that ordered probability models, such as the ones illustrated, should be employed in marketing and business research where the dependent variable is ordinal.
Ahmad Jamal and Mark M.H. Goode
Previous research indicates that the self‐image product image congruity (commonly known as self‐image congruence) can affect consumers’ product preferences and their purchase…
Abstract
Previous research indicates that the self‐image product image congruity (commonly known as self‐image congruence) can affect consumers’ product preferences and their purchase intentions. Self‐image congruence can also facilitate positive behaviour and attitudes toward products. This paper reports findings from a research study which was conducted to determine the effect of self‐image congruity on brand preference and satisfaction in the precious jewellery market in the UK. A questionnaire was sent to 500 consumers of precious jewellery in five major cities of the UK. Results indicate that self‐image congruity was a very strong predictor of consumers’ brand preferences and a good predictor of consumer satisfaction. Respondents with higher levels of self‐image congruity were more likely to prefer the brand and enjoy higher levels of satisfaction with the brand as compared to those with lower levels of self‐image congruity. The paper discusses the implications for brand managers so that they can position their brands in an effective way.
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Mark M.H. Goode, Luiz A. Moutinho and Charles Chien
Tests an hypothesized model which measures the overall satisfaction gained from, and the full spectrum of services attached to, the use of automated teller machines (ATMs). Sees…
Abstract
Tests an hypothesized model which measures the overall satisfaction gained from, and the full spectrum of services attached to, the use of automated teller machines (ATMs). Sees overall satisfaction as the end result of a combined number of antecedents. Uses a LISREL model to test the structural effects of a number of exogenous variables (i.e. expectations and perceived risk) on a number of latent variables (desires congruency, self‐congruity, perceptions of relative influence and behavioural intentions) to a number of endogenous variables (satisfaction, recommendations to others, full use of services and the frequency of use). Overall, establishes a number of important structural links within the model which suggest that if banks wish to increase customers’ overall satisfaction and the usage of available services they must target factors which directly affect customers’ expectations and perceived risk.
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At present banks and building societies cross‐subsidize certaintypes of accounts, namely student accounts, from profits made in otherareas of their business. The banks and…
Abstract
At present banks and building societies cross‐subsidize certain types of accounts, namely student accounts, from profits made in other areas of their business. The banks and building societies offer free or subsidized banking in an attempt to attract and retain new business from people who may have higher earning capacity in the future. Most banks in the UK offer a free £400 overdraft and lower interest rates/charges on loans (7 per cent against 18.9 per cent) services and overdrafts over this level to students. Tests a hypothesized model which is designed to measure the effects of free banking on perceived overall satisfaction attached to the use of automated teller machines (ATMs) for bank services. Overall, a number of important differences were found between students and “normal” customers with regard to confidence, charges and frequency of use.
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G. Ronald Gilbert, Cleopatra Veloutsou, Mark M.H. Goode and Luiz Moutinho
In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad…
Abstract
In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. This study provides a cross‐cultural comparison of service satisfaction of fast food establishments in four English‐speaking countries. It is based on data collected from customers of five globally‐franchised fast‐food chains, using a previously developed service satisfaction instrument. The study reveals two empirically derived, cross‐cultural fast‐food customer satisfaction dimensions: satisfaction with the personal service and satisfaction with the service setting. Should future research support this study's findings, the measurement of cross‐cultural service satisfaction among franchised brands and services could aid business managers’ efforts to assess the quality of the services they provide across national boundaries and on a more real time, practical basis.
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Lloyd C. Harris, Emmanuel Ogbonna and Mark M.H. Goode
The objective of this paper is to contribute empirical evaluation of the factors, behaviours and processes that lead to intra‐functional conflict, and in so doing to contribute to…
Abstract
Purpose
The objective of this paper is to contribute empirical evaluation of the factors, behaviours and processes that lead to intra‐functional conflict, and in so doing to contribute to theory building on these issues, which have important contemporary relevance for theorists and practitioners.
Design/methodology/approach
A survey of 1,000 firms was conducted to elucidate the associations between both functional and dysfunctional intra‐functional conflict and a number of intra‐ and extra‐organisational variables.
Findings
Evidence was found indicating that participative decision making (positively), heterogeneity and centrality of marketing (both negatively) are linked to functional intra‐departmental conflict, while leadership quality of senior staff, team spirit and risk‐taking proclivity are positively associated with functional intradepartmental conflict and negatively with dysfunctional intra‐departmental conflict. No support was found for the claims that departmentalisation and organisation size were associated with either form of conflict.
Research limitations/implications
The study supplies an empirical contribution through conceptualising, and subsequently empirically verifying, a model of the antecedents of intra‐functional conflict. Empirical contributions stem from findings that, while some parallels exist between the antecedents of intra‐functional and inter‐functional conflict, differences are evident, and in some cases even orthogonal. This study further reinforces suggestions that marketers have over‐emphasised the negative dimensions of conflict and have overlooked the positive (that is, the functional) aspects of conflict.
Practical implications
The findings of the study also have numerous implications for practitioners. At a strategic level, the study suggests that executives should acknowledge in their change processes that decisions at an organisational level could have a profound effect on both the functional and dysfunctional conflict in their organisation. Further, given the significant effect of inter‐group dynamics, managers of functions may find it beneficial to manipulate a range of intra‐functional variables to enhance functional conflict.
Originality/value
The value of the current study centres on the conceptual and empirical contributions regarding the drivers of intra‐functional conflict.
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Cleopatra Veloutsou, G. Ronald Gilbert, Luiz A. Moutinho and Mark M.H. Goode
This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts.
Abstract
Purpose
This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts.
Design/methodology/approach
It is based on 6,776 responses collected from fast food customers in Greece, Jamaica, the UK and the USA.
Findings
The results reveal that the similarities in the measurement of satisfaction in these contexts are more than the differences, and suggest that the development of measures to examine and compare consumer satisfaction across cultures and languages is, indeed, feasible.
Research limitations/implications
The data reveal considerable promise that rather simple, cross‐cultural measures can be identified and used to gain valuable insight about the viability of business products and services. This implies that researchers might be able to use the same instruments for measurement in different contexts. However, additional research is necessary to firmly support the suitability of the consumer‐related measures across cultures that were the focus of this study.
Practical implications
The findings of this study are particularly useful for multinational companies, which might want to measure and compare the level of their consumers' satisfaction in various countries.
Originality/value
This paper adds to the literature assessing the challenges of cross‐cultural research.