• Relationship Marketing (including word-of-mouth, customer satisfaction, value, loyalty and profitability)
• Electronic Marketing & Social Media
• Marketing Science & Methodology (e.g. Meta-Analysis)
Programme Leader MSc Marketing Management
Marketing Analytics (UG) - Module Leader
Applied Marketing Research (PG) – Module Leader
Digital Marketing & Social Media (PG) - Module Leader
Introduction to Marketing Analytics (PG)
Marketing Theory (PhD)
Departmental Media Officer
Area Editor Marketing - Management Decisions
This paper investigates the competitive relationship between dominant urban agglomeration formats (traditional “evolved” town centres and “created” shopping malls) and the drivers of competiveness in the form of key agglomeration resources (accessibility, parking condition, tenant mix, atmosphere). Based on a consumer survey (n, 2,161) across three distinctive European capital cities, co-variance based structural equation modelling reveals remarkably limited differences between formats in terms of the investigated drivers of competitiveness. Positive relationships of patronage towards both formats in all cities and the significant difference in why respondents patronise them suggest a partly complementary existence of the two types of agglomeration. We explain this apparent complementarity through the theory of adaptive resilience that has seen evolved agglomeration formats develop to provide a differentiated offer and consumer attraction compared to enclosed malls.
Through the customer’s eyes, wireless telecommunications are a typical example of a so-called consumption system, comprising a product and a service domain. People consume an entity in which multiple value perceptions from both subsystems (wireless service and cell phone) are gained and affect attitudes, intentions and future behaviour within and across the subsystems. Value perceptions are gained along the dimensions of functionality, economic aspects, emotions and social facets, regarding both service and product. Some of those value perceptions spill over, from product to service and vice versa, while others do not. Those that spill over affect value perceptions and loyalty intentions in the other subsystem. These results provide the basis for deriving practical implications for the marketing management of firms operating in such a consumption system. Given the presence of spill-over effects, both parties involved are advised to revise their marketing activities accordingly
Stores in retail and other service agglomerations, such as high streets and shopping malls, compete with each other for customers yet they may also cooperate with each other in relation to operational and marketing matters within the agglomeration in which they are located. The aim of this paper is to investigate the impact of both competition and cooperation, i.e. coopetition, on agglomeration and store performance. Drawing on the network debate, this paper develops a conceptual model and tests it in three distinctive agglomerations, each in an urban setting, namely first- and second-order high streets as well as an inner-city retail and service cluster. A total of 277 store managers served as key informants in our survey. Variance-based structural equation modelling reveals that both competition and cooperation improve agglomeration performance directly. Despite competition having a negative direct effect on stores’ performance, the overall effect is insignificant. Cooperation affects store performance positively but only indirectly. The contribution of this paper is to reveal and substantiate the complex nature and benefits of the effects of the coopetition of stores located within agglomerations. More widely it underlines the importance of managers of agglomerations understanding the differing effects of competition and cooperation and using this understanding in their management decision making.
Multiple facets of perceived value perceptions drive loyalty intentions. However, this value-loyalty link is not uniform for all customers. In fact, the present study identifies three different segments that are internally consistent and stable across different service industries, using two data sets: the wireless telecommunication industry (sample size 1,122) and the financial services industry (sample size 982). Comparing the results of a single-class solution with finite mixture results confirms the existence of unobserved customer segments. The three segments found are characterized as “rationalists”, “functionalists” and “value maximizers”. These results point the way for value-based segmentation in loyalty initiatives and reflect the importance of a multidimensional conceptualization of perceived value, comprising cognitive and affective components. The present results substantiate the fact that assuming a homogeneous value-loyalty link provides a misleading view of the market. The paper derives implications for marketing research and practice in terms of segmentation, positioning, loyalty programs and strategic alliances.
This study tests the asymmetric effect of user-generated, open-ended online reviews on online shopping behaviour (intention-to-buy, intention-to-recommend, and willingness-to-pay). Three online experiments involving manipulating the valence intensity of online reviews for hotels, books, and running shoes (overall customer sample of n=818) provide empirical support for the proposed relationship. The valence intensity of online reviews moderates the effect of online reviews on purchase intentions. In other words, a significant change in online shopping behaviour was found for positive medium and strong reviews, but not for negative ones. Based on these findings, managers should encourage customers to share their positive consumption-related experiences by offering strong arguments that will convince other customers.
At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one. This paper investigates the importance of antecedents of online loyalty such as trust, quality of the Web site, quality of the service and overall satisfaction. Rather than investigating which factors drive customers to use online banking instead of offline banking, this paper addresses the problem of how to keep customers online and loyal to a specific supplier. A survey among more than 2,000 customers of an Austrian online bank was conducted and a structural equation modeling approach was used to gain important insights into how customer retention in the online banking business can be ensured. Satisfaction and trust were identified as important antecedents of loyalty. Additionally, the moderating role of consumer characteristics (gender, age, involvement, perceived risk and technophobia) was supported by the data.
Page Owner: af0021
Page Created: Wednesday 4 January 2012 09:44:18 by ri0002
Last Modified: Thursday 2 February 2017 09:03:02 by pj0010
Expiry Date: Thursday 4 April 2013 09:43:32
Assembly date: Wed Sep 20 09:49:00 BST 2017
Content ID: 70729