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Article
Publication date: 22 September 2021

Joanna Phillips Melancon, Mary Jane Gardner and Vassilis Dalakas

The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer…

827

Abstract

Purpose

The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer entitlement on satisfaction and behavioral intentions.

Design/methodology/approach

An online questionnaire asked 226 Game of Thrones viewers about their reactions to the final season of the series. Partial least squares structural equation modeling was the analysis method for testing the hypotheses.

Findings

Investment, perceived justice and collective fairness are all predictors of entitlement. Fan identification increases feelings of investment. Entitlement has a negative relationship with satisfaction, and satisfaction is positively related to relational behaviors.

Practical implications

Loyal, highly entitled consumers can make life difficult for a brand in customer service encounters, on social media and financially. The manuscript offers managers an understanding of which consumers and situations may elicit entitlement and how to mitigate entitlement.

Originality/value

This is one of the first studies to attempt to model antecedents of consumer entitlement and to study entitlement among highly loyal consumers in response to a perceived brand failure. The study furthers existing research by pointing out the effect of entitlement on the relationship with the brand and consequences for the brand, as opposed to past studies, which have largely explored the effects of working with entitled consumers on front-line employees.

Details

Journal of Consumer Marketing, vol. 38 no. 7
Type: Research Article
ISSN: 0736-3761

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Book part
Publication date: 19 April 2022

Pam Lowe and Sarah-Jane Page

Abstract

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Anti-Abortion Activism in the UK
Type: Book
ISBN: 978-1-83909-399-9

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Article
Publication date: 25 February 2025

Laurel Johnston, Joanna Phillips Melancon and J. Sebastian Leguizamon

In response to the growing popularity of brands’ using social media as a customer service channel (webcare), this research examines how companies redirect consumers from the…

20

Abstract

Purpose

In response to the growing popularity of brands’ using social media as a customer service channel (webcare), this research examines how companies redirect consumers from the public social media feed to a private channel. The purpose of this paper is to understand how to redirect consumers using service failure apologies and to discuss personalization’s role in these service recoveries.

Design/methodology/approach

A text mining study reveals how companies use redirection on social media. Then, two experiments test the impact of redirection types and personalization on consumer perceptions and intentions.

Findings

Service representatives frequently require consumers to initiate the first message after redirecting them from the public social media feed (a consumer-responsible redirection). Personalizing webcare apologies increases repurchase intentions and relational advocacy regardless of the redirection strategy used. Consumers are more likely to publicly respond to companies that initiate the first message in a private channel (a company-responsible redirection).

Practical implications

Although most service providers require consumers to co-produce service recovery redirections (consumer-responsible redirection), this requirement may not be optimal. If a consumer-responsible redirection must be used, then personalization may improve consumers’ perceptions of webcare apology’s sincerity.

Originality/value

To the best of the authors’ knowledge, this study is the first to test different types of redirections in webcare. The authors extend the literature on personalization and webcare apologies by examining how these webcare components operate with redirections. The need to prevent public complaints’ spiraling out of control contributes to this research’s timely value.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 10 July 2007

Mary Jane Heaney

Provides a comprehensive review of the significance attributed to the usefulness, practicality and appropriateness of graphic novels in the school library media center with…

3901

Abstract

Purpose

Provides a comprehensive review of the significance attributed to the usefulness, practicality and appropriateness of graphic novels in the school library media center with specific implications for collection development.

Design/methodology/approach

A careful review of recent literature provides the school media specialist with an overview of graphic novels including definitions, challenges, benefits, helpful resources, curricular connections and collection development issues. The sources reflect the recent trends in the increasing popularity of graphic novels and their use and benefit in school media centers.

Findings

Presents information on the definitions of graphic novels and the challenges and benefits specific to the school media center. Notes that while challenges exist, the benefits of including graphic novels in the school library media center are many, including engaging reluctant readers. Offers practical information for collection development and provides useful sources that serve many purposes.

Practical implications

Offers background information for the school library media specialist about graphic novels. Includes advice and practical strategies for building a graphic novel collection in the school media center.

Originality/value

This paper reflects recent trends toward increased interest in graphic novels and offers the school media specialist practical advice on how to best meet that growing interest by including graphic novels in the school media center.

Details

Collection Building, vol. 26 no. 3
Type: Research Article
ISSN: 0160-4953

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Article
Publication date: 24 April 2007

Garry D. Carnegie and Stephen P. Walker

The purpose of this paper is to extend the work of Carnegie and Walker and report the results of Part 2 of their study on household accounting in Australia during the period from…

2792

Abstract

Purpose

The purpose of this paper is to extend the work of Carnegie and Walker and report the results of Part 2 of their study on household accounting in Australia during the period from the 1820s to the 1960s.

Design/methodology/approach

The study adopts a microhistorical approach involving a detailed examination of actual accounting practices in the Australian home based on 18 sets of surviving household records identified as exemplars and supplemented by other sources which permit their contextualisation and interpretation.

Findings

The findings point to considerable variety in the accounting practices pursued by individuals and families. Household accounting in Australia was undertaken by both women and men of the middle and landed classes whose surviving household accounts were generally found to comprise one element of diverse and comprehensive personal record keeping systems. The findings indicate points of convergence and divergence in relation to the contemporary prescriptive literature and practice.

Originality/value

The paper reflects on the implications of the findings for the notion of the household as a unit of consumption as opposed to production, gender differences in accounting practice and financial responsibility, the relationship between changes in the life course and the commencement and cessation of household accounting, and the relationship between domestic accounting practice and social class.

Details

Accounting, Auditing & Accountability Journal, vol. 20 no. 2
Type: Research Article
ISSN: 0951-3574

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Article
Publication date: 1 December 2000

Mary Jane Petrowski

Creativity has become a hot topic in academic circles, although it has only recently gained credibility as a legitimate subject for research. This paper highlights findings from a…

5231

Abstract

Creativity has become a hot topic in academic circles, although it has only recently gained credibility as a legitimate subject for research. This paper highlights findings from a variety of research approaches (including psychometrics, cognitive psychology, historiometrics, biology, and contextual studies) with relevance to teaching and learning. Special emphasis is placed on ways to frame research as a creative endeavor.

Details

Reference Services Review, vol. 28 no. 4
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 6 November 2009

Jane Boyd Thomas and Cara Lee Okleshen Peters

One of the fastest growing segments of the American adult population is adults over 65‐years old. This group is refereed to as “silver seniors.” Understanding the silver citizen…

3897

Abstract

Purpose

One of the fastest growing segments of the American adult population is adults over 65‐years old. This group is refereed to as “silver seniors.” Understanding the silver citizen market requires an in‐depth knowledge of seniors' attitudes and lifestyles. The purpose of this paper is to present an in‐depth view of the senior woman's self‐concept, lifestyle, and apparel‐related preferences and shopping behaviors.

Design/methodology/approach

Using findings from an extensive review of literature and in‐depth interviews with 20 women over age 65, this exploratory research provides insight into the impact of self‐concept, lifestyles, and fashion behaviors on apparel purchase decisions. The qualitative approach used for data collection and analysis provides rich insight into the behaviors and apparel needs of “silver seniors.” The tripartite self‐concept is explored as it relates to fashion attitudes and behaviors.

Findings

Findings from this paper indicate that women over 65 are still interested in fashion and that looking fashionable for themselves and others is important. Insights into the specific unmet apparel and retail needs of senior adult women are explored. Findings indicate that senior adult women continue to remain physically and socially active and have need for a variety of garments. Recommendations for apparel manufacturers and retailers targeting this lucrative segment are presented.

Originality/value

This paper is original to the retailing and consumer behavior literature. One of the benefits of this exploratory study is that it provided the authors with an opportunity to examine, in theory and practice, an overlooked yet growing segment of apparel consumers.

Details

International Journal of Retail & Distribution Management, vol. 37 no. 12
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 March 1974

Tom Schultheiss, Lorraine Hartline, Jean Mandeberg, Pam Petrich and Sue Stern

The following classified, annotated list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the…

707

Abstract

The following classified, annotated list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the RSR review column, “Recent Reference Books,” by Frances Neel Cheney. “Reference Books in Print” includes all additional books received prior to the inclusion deadline established for this issue. Appearance in this column does not preclude a later review in RSR. Publishers are urged to send a copy of all new reference books directly to RSR as soon as published, for immediate listing in “Reference Books in Print.” Reference books with imprints older than two years will not be included (with the exception of current reprints or older books newly acquired for distribution by another publisher). The column shall also occasionally include library science or other library related publications of other than a reference character.

Details

Reference Services Review, vol. 2 no. 3
Type: Research Article
ISSN: 0090-7324

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Book part
Publication date: 23 June 2022

Kelly Kolodny and Mary-Lou Breitborde

Free Access. Free Access

Abstract

Details

Teacher Preparation in the United States
Type: Book
ISBN: 978-1-80071-688-9

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Article
Publication date: 1 February 1907

SO much controversy has raged around the subject of newsrooms in the past two years, that librarians are, as a rule, utterly tired of it, and the appearance of still another…

47

Abstract

SO much controversy has raged around the subject of newsrooms in the past two years, that librarians are, as a rule, utterly tired of it, and the appearance of still another article upon the subject is not calculated to tone down the general spirit of vexation. It requires no little courage to appear in the arena in this year of Grace, openly championing those departments of our institutions which were originally intended to convey the news of the day in the broadest manner.

Details

New Library World, vol. 9 no. 8
Type: Research Article
ISSN: 0307-4803

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