Purpose This paper investigates the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through Internet channels. Design/methodology/approach Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: a) whether they had negative experiences with online purchases, b) whether they complained, and c) whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings Remarkable differences arise among the consumers with respect to intentions to repurchase on the Internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Previous investigations of consumer subcultures in the CCT tradition focused primarily on consumer behaviours, feelings, experiences and meanings of consumption. This paper advocates that in order to deeply understand and interpret a particular subculture, researchers in consumer culture should consider more thoroughly the interaction between consumers and producers in consumption markets. This argument is illustrated with a research project on lifestyle sports. From the results of this study it appears that producers play a vital and interdependent role in meaning and interpretation processes. It is argued that processes in which consumers give meaning to activities can not be isolated from the processes in which producers ascribe meanings to activities, settings and markets. In this 'circuit of culture', production and consumption are not completely separate spheres of existence but rather are mutually constitutive of one another (Du Gay, Hall, Janes, Mackay, & Negus, 1997).
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The Internet introduces new business choices for customer interaction. In this article we introduce two claims. Firstly, we will show that the way companies shape their customer interaction, and not their sector or size, determine the market segmentation. Secondly, Internet dynamics and its effect on customer interaction rebalances the companies’ marketing and sales function: the Internet shortens the time window for new market opportunities and makes everyone a salesman. Therefore, traditional marketing activities become more and more part of Sales. Corporate communication and branding become more vital.
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PurposeThe purpose of this paper is to contribute to the marketing literature and practice by examining the effect of product pricing on consumer behaviours with regard to the assertiveness and the sentiments expressed in their product reviews. In addition, the paper uses new data collection and machine learning tools that can also be extended for other research of online consumer reviewing behaviours.Design/methodology/approachUsing web crawling techniques, a large data set was extracted from the Google Play Store. Following this, the authors created machine learning algorithms to identify topics from product reviews and to quantify assertiveness and sentiments from the review texts.FindingsThe results indicate that product pricing models affect consumer review sentiment, assertiveness and topics. Removing upfront payment obligations positively impacts the overall and pricing specific consumer sentiment and reduces assertiveness.Research limitations/implicationsThe results reveal new effects of pricing models on the nature of consumer reviews of products and form a basis for future research. The study was conducted in the gaming category of the Google Play Store and the generalisability of the findings for other app segments or marketplaces should be further tested.Originality/valueThe findings can help companies that create digital products in choosing a pricing strategy for their apps. The paper is the first to investigate how pricing modes affect the nature of online reviews written by consumers.
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Specific approaches are needed to reach and support people with a lower socioeconomic position (SEP) to achieve healthier eating behaviours. There is a growing body of evidence suggesting that digital health tools exhibit potential to address these needs because of its specific features that enable application of various behaviour change techniques (BCTs). The aim of this scoping review is to identify the BCTs that are used in diet-related digital interventions targeted at people with a low SEP, and which of these BCTs coincide with improved eating behaviour. The systematic search was performed in 3 databases, using terms related to e/m-health, diet quality and socioeconomic position. A total of 17 full text papers were included. The average number of BCTs per intervention was 6.9 (ranged 3–15). BCTs from the cluster ‘Goals and planning’ were applied most often (25x), followed by the clusters ‘Shaping knowledge’ (18x) and ‘Natural consequences’ (18x). Other frequently applied BCT clusters were ‘Feedback and monitoring’ (15x) and ‘Comparison of behaviour’ (13x). Whereas some BCTs were frequently applied, such as goal setting, others were rarely used, such as social support. Most studies (n = 13) observed a positive effect of the intervention on eating behaviour (e.g. having breakfast) in the low SEP group, but this was not clearly associated with the number or type of applied BCTs. In conclusion, more intervention studies focused on people with a low SEP are needed to draw firm conclusions as to which BCTs are effective in improving their diet quality. Also, further research should investigate combinations of BCTs, the intervention design and context, and the use of multicomponent approaches. We encourage intervention developers and researchers to describe interventions more thoroughly, following the systematics of a behaviour change taxonomy, and to select BCTs knowingly.
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Increasingly aware of the importance of active lifestyles, many people intend to exercise more. One of the main challenges is to translate exercise intentions into actual exercise behaviour, the so-called intention-behaviour gap. To investigate barriers and enablers that affect this gap, we conducted a 7-day diary study with 16 women. Participants indicated what their exercise intentions and behaviour were per day, and whether and why they changed retrospectively during the day. Through the diary study, we gain insights into (i) the intention-behaviour interplay, and (ii) the experienced barriers and enablers that influence this interplay throughout the day. Based on the findings, we contribute new implications for design in supporting people translating their intentions into exercise behaviour. We propose three design concepts to illustrate underlying design opportunities. The focus is on positively influencing the interplay of enablers and barriers of exercising and how these can be addressed through design
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De hoofdvraag van dit onderzoek is samen met diverse organisaties binnen het duurzaamheidsdomein ontwikkeld en verwoord als: “Welke creatieve methoden kunnen ontwikkeld worden om de willingness to pay voor duurzame voedingsproducten bij consumenten te verhogen?”
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Der Anstieg der Opfererfahrungen durch Internetkriminalität unterstreicht die Notwendigkeit zu verstehen, wie sich Menschen online verhalten und wie unsicheres Online-Verhalten mit Viktimisierung zusammenhängen kann. Bisherige Studien haben sich oft auf selbstberichtete Verhaltensweisen oder Einstellungen zu vorsichtigem Online-Verhalten verlassen. Studien, die sowohl das tatsächliche Online-Verhalten als auch erklärende Faktoren in einer grossen Stichprobe gemessen haben, sind rar. In diesem Beitrag wird das Forschungsinstrument der Online Behaviour and Victimization Study vorgestellt. Das Kapitel skizziert die Entwicklung dieses Instruments, das ein bevölkerungsbasiertes Befragungsexperiment verwendet. Mit diesem Instrument kann das tatsächliche Verhalten von Internetnutzern gemessen werden. Während des Ausfüllens der Umfrage werden die Befragten mit (fiktiven) Cyber-Risikosituationen konfrontiert, wodurch die Forscher analysieren können, wie die Befragten mit diesen Situationen umgehen. Darüber hinaus wurden auf der Grundlage von Theorien und einer umfangreichen Literaturstudie, die in diesem Beitrag kurz skizziert wird, Messungen für zahlreiche erklärende Faktoren in die Studie aufgenommen, darunter Wissen (Bewusstsein), Gelegenheit und Motivation. Schließlich wird die frühere Viktimisierung durch Cyberkriminalität gemessen, was es ermöglicht, den Zusammenhang zwischen dem tatsächlichen Online-Verhalten und der Online-Viktimisierung zu untersuchen.
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The Internet and computers increasingly determine our daily lives. This goes for almost everyone in the Netherlands. Still, it is mostly teenagers who are well informed on how to use all the possibilities of new technologies. They are building a digital world of their own that parents usually know very little about. This booklet intends to inform teachers, parents and other interested parties on what teenagers are actually doing online and how important it is to keep abreast of the new developments that the Internet and computers bring into their world. On the basis of research into these issues in the Netherlands and abroad we attempt to indicate what the digital world of teenagers looks like and how it differs from that of grown-ups. What do they do, exactly, and why? We also look into teenagers’ ICT behaviour and into dangers and abuse of the Internet. Moreover we provide tips for parents and teachers on how to handle certain phenomena. This book does not pretend to provide an exhaustive overview of the digital world of teenagers. It is focused on some important characteristics and parts of that world. It reports on research of the INHOLLAND Centre for eLearning into various aspects of ICT behaviour among teenagers. The research was undertaken in the spring of 2006, focusing mainly on texting, networking, gaming, dangers and abuse on the Internet and the digital relation between school and the home. Ultimately we are especially concerned with the question of what teenagers really learn in their digital world, and how education can profit. This book also addresses that issue.
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Due to the environmental and nutritional benefits of insects, their consumption would be one of the solutions to feed the growing human population. Despite the increasing interest in the use of insects as food and feed, consumer acceptance is the major obstacle to successful implementation in Western countries and we studied the factors that influence consumer acceptance in a group of university students from Germany and the Netherlands. In this exploratory research, a survey was conducted (n = 222). Socio‐demographic and psychological factors were established from a theoretical review. In addition, we elaborated on questions regarding information on the health and environmental benefits of consuming insects. Initially, the data obtained are presented through descriptive statistics. The influence of the socio‐demographic and psychological factors, and the information on the willingness to accept insects as animal feed and human food was analyzed using correlations and multiple linear regressions. Results showed more willingness to accept insects as animal feed than in human food. The acceptance among German and Dutch students seems to be driven by issues similar to those in other European countries, such as visual aspects and knowledge about the benefits. The effect of the information on willingness constitutes an important finding of this study, especially for the use of insects in animal feed, since most of the previous studies have focused on the use of insects as human food. Our data support the need to inform and educate consumers about the environmental and health benefits of entomophagy. We conclude that effective efforts to implement entomophagy could increase the level of familiarity with the insect food and inform (or educate) consumers about its benefits. Insights from this study are useful to address studies focusing on specific segments of possible early adopters and consequently addressing communication strategies in this market segmentation.
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