The final limitation was related to the difficulty of conducting the focus group in such a conservative country, particularly when the participants were women, as was the case in this research. Suggestions are made for further studies that could enrich the literature in this area. These are, firstly, that the differential relevance and importance of the different dimensions of the COO and branded product constructs for different products and different consumers’ require further examination. Secondly, methodologically, more comprehensive analytical models could be used and, lastly, a full re-modelling of the research model utilised in this study is suggested.

Whether utilising online or offline communication media, the consumer progresses through specific response phases when being exposed to communication messages that have the intent of moving the consumer to buy a product, use a service or proceed to specific action. The focus of this study is on the online consumer response process. The study firstly commenced with a discussion on the concept of web-based commercial communication (WBCC). The unique characteristics and needs of the online consumer were secondly discussed. Thirdly, the theoretical discussion focussed on, analysed and critically examined advertising response models. Fourthly followed a theoretical discussion on the general theory of consumer response. Theoretical criteria for web-based commercial communication and the consumer response process were fifthly developed. Lastly, the primary research objective of this study was addressed by developing a theoretical framework for the online consumer response process. / Communication / MA (Communication)

This research recommends a new approach to brand strategy for Korean professional football teams, focusing on the relationships between team brand identity as the basic element of sports team branding, team brand loyalty as the most desirable goal, and identification between fans and teams as the mediator between identity and loyalty. Nowadays, professional football teams are no longer merely sporting organisations, but organisational brands with multi-million pound revenues. It is vital for football teams to build a relevant brand strategy based on the relationship with their fans. Existing research on sports branding suggests that fans who are deeply identified with a specific team tend to possess extremely high loyalty, holding a particular team as central to their identity. Therefore, managing the relationships between team brand identity, fan-team identification, and team brand loyalty can be the most powerful brand strategy for football teams, particularly for Korean football teams that do not retain strong fan bases and yet desire to gain consumers who identify with them. Through two empirical studies and case study analysis this research investigated a construct of team brand identity in the professional football context. Consumers’ associations with football teams were examined and 13 elements of a team brand identity scale were developed. It was revealed that team brand identity is composed of four identity dimensions which are experience, visual, non-product, and product. Case studies, with a further literature review of team brand identity, clarified and confirmed the first study findings. The final empirical study tested and confirmed the correlated and serial relationships, and provided the basis for the new theoretical model on which to build the brand strategy.

Whether utilising online or offline communication media, the consumer progresses through specific response phases when being exposed to communication messages that have the intent of moving the consumer to buy a product, use a service or proceed to specific action. The focus of this study is on the online consumer response process. The study firstly commenced with a discussion on the concept of web-based commercial communication (WBCC). The unique characteristics and needs of the online consumer were secondly discussed. Thirdly, the theoretical discussion focussed on, analysed and critically examined advertising response models. Fourthly followed a theoretical discussion on the general theory of consumer response. Theoretical criteria for web-based commercial communication and the consumer response process were fifthly developed. Lastly, the primary research objective of this study was addressed by developing a theoretical framework for the online consumer response process. / Communication / MA (Communication)

Orientador : Prof. Dr. José Carlos Korelo / Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Ciências Sociais Aplicadas, Programa de Pós-Graduação em Administração. Defesa: Curitiba, 26/02/2016 / Inclui referências : f.131-134 / Área de concentração : Estratégia de marketing / Resumo: Esta dissertação verifica a influência da indisponibilidade do produto, da determinação da preferência prévia e do momento do pagamento na manutenção da implementação. Com base na literatura de metas de consumo, processo decisório e heurísticas de compra (mind-sets de deliberação e implementação), objetiva-se investigar a propensão dos consumidores em progredirem para a compra de itens subsequentes na condição de indisponibilidade do produto primário. Nesse sentido, o efeito da moderação da preferência previamente estipulada é mensurado. Ainda, por meio da moderação da condição de contorno da heurística de compra, o estudo analisa o momento em que o pagamento é realizado na interrupção das aquisições sequenciais. Três experimentos foram realizados, através dos quais as hipóteses propostas nesta pesquisa foram testadas. O primeiro (n =109) foi um fator único com duas condições (primeira compra: disponibilidade vs. indisponibilidade do produto driver) entre grupos. Os resultados mostram que, com a ausência do item primário, os consumidores possuem maior probabilidade de comprar o produto alvo. O segundo estudo (n = 243), analisa o efeito da moderação da preferência prévia do tipo 2 (disponibilidade vs. indisponibilidade do item driver) por 2 (preferência estipulada vs. não estipulada previamente) full factorial design, between subjects design. Os resultados das relações principais não replicaram o Estudo 1 para o grupo estoque nem para a moderação. Porém, é demonstrada a predominância da preferência prévia influenciando a propensão dos consumidores adquirirem o produto target. Em conjunto, os Estudos 1 e 2 comprovam que há maior probabilidade de compra do item target quando considerada a indisponibilidade do produto inicial por meio da busca de uma meta superior de compra. Ainda, o Estudo 2 demonstra o aumento da intenção de compras sequenciais, quando analisada a preferência estipulada em um conjunto de opções. Para o teste da condição de ruptura da implementação, o Estudo 3 (n = 56), do tipo 2 (disponibilidade vs. indisponibilidade do item driver) por 2 (pagamento único final vs. parcelado por compra) factorial design, between subjects, demonstra a tendência da ruptura das compras sequenciais com a moderação do pagamento parcelado, fazendo com que os consumidores retornem ao processo de deliberação com o início de um novo episódio de consumo. Esta pesquisa contribui com a literatura demonstrando maior probabilidade dos consumidores continuarem realizando as aquisições com a indisponibilidade do item inicial, por meio do efeito da preferência prévia estipulada e do momento da efetivação do pagamento com a continuidade das heurísticas de compra. Pesquisas futuras podem replicar os achados explorando o efeito da atratividade na intenção de compra e a interação das variáveis propostas. Destaca-se a possibilidade de validação do pagamento parcelado como forma de ruptura das heurísticas de compra e a consequente ruptura da implementação. Palavras-chave: Mind-set de implementação, preferência prévia estipulada, momento do pagamento, compras sequenciais. / Abstract: This dissertation verifies the influence of the unavailability of the product, the determination of prior preference and the time of payment in the maintenance of implementation. Based on the literature of consumption goals, decision-making process, and heuristics of buying process (deliberation and implementation mind-sets), aims to investigate the propensity of consumers to progress to the purchase of subsequent items in the condition of unavailability of the primary product. In this direction, the effect of moderating the preference previously stipulated is measured. Still, through the moderation of the boundary condition of purchase heuristics, the study analyzes the time of payment is made in the interruption of sequential acquisitions. Three experiments were conducted, by which the cases provided for in this study were tested. The first (n = 109) was a single factor with two conditions (first purchase: availability vs. unavailability of driver product) between groups. The results show that in the absence of the primary items, consumers are more likely to buy the target product. The second study (n = 243), analyzes the effect of moderating the previous preference type 2 (availability vs. unavailability of driver product) by 2 (preferably: stipulated vs. not stipulated) full factorial design, between subjects design. The results of the main relations not replicate Study 1 for the stock or moderation. However, it is demonstrated the predominance of the previous preference influencing the propensity of consumers to purchase the target product. Studies 1 and 2 show that consumers are more likely to purchase the target item when considering the unavailability of the initial product through the pursuit a higher purchase goal. Further, Study 2 demonstrates the increased intention to sequential purchases when analyzed the preference stipulated in a set of options. To test the implementation rupture condition, Study 3 (n = 56), type 2 (availability unavailability vs. driver item) by 2 (Single vs. final payment by installments purchase) factorial design, between subjects, demonstrates the tendency of the rupture the sequential purchases with the moderation of payment in installments, making consumers return to the deliberation process with the onset of a new episode of consumption. This research contributes to the literature demonstrating higher likelihood consumers to continue making purchases with the unavailability of the original item, through the effect of stipulated prior preference, and the time of the payment with the continuation of purchases. Further research may apply the findings to explore the effect of attractiveness on purchase intent and the interaction of variables proposed. We highlight the possibility of validation of payment in installments as a way to rupture the purchase of heuristics and the consequent disruption of implementation. Keywords: Implementation Mind-set, prior stipulated preference, the time of encashment, sequential purchases.

Orientador : Prof. Dr. Paulo Henrique Muller Prado / Tese (doutorado) - Universidade Federal do Paraná, Setor de Ciências Sociais Aplicadas, Programa de Pós-Graduação em Administração. Defesa: Curitiba, 18/03/2016 / Inclui referências : f. 103-114 / Área de concentração: Estratégia de marketing / Resumo: Este estudo teve como objetivo verificar como o foco em memórias de valências diferentes (positivas ou negativas) influencia a autoconfiança sobre as avaliações de satisfação antes de decisões de consumo. Ao atender este objetivo foi demonstrado que a relação entre avaliações de satisfação feitas antes das decisões de consumo depende da autoconfiança com que as avaliações foram formadas. Primeiro, a avaliação de satisfação serviria como uma âncora, uma intuição para decisões seguintes. Segundo, a avaliação de satisfação sofreria dois tipos ajustes dependendo do nível de autoconfiança. Se a autoconfiança fosse alta, reforçaria a intensidade e sentido da âncora. Se a autoconfiança fosse baixa, faria com que os indivíduos reavaliassem a âncora sinalizando que uma alternativa menos intuitiva devesse ser considerada. Entretanto, em terceiro, é verificado que esta autoconfiança não depende apenas da dificuldade com que a avaliação foi formada, mas também depende da predominância da valência das memórias e fatos utilizados nas avaliações. Ao manipular a dificuldade pela Fluência foi verificada uma redução na autoconfiança de indivíduos focados em aspectos negativos, mas não foi verificada variação de autoconfiança para indivíduos focados em aspectos positivos. Isto ocorreria porque memórias com valência positiva seriam relativamente mais automáticas levando a decisões com menor qualidade e mais vieses enquanto julgamentos envolvendo memórias negativas envolveriam mais tempo, esforço e controle pela necessidade de se prevenir. Dois experimentos foram realizados para demonstrar estes efeitos. No primeiro foram utilizados cenários simulados de relacionamento e a dificuldade foi manipulada por uma tarefa utilizando a heurística da disponibilidade. No segundo foram utilizados relacionamento reais dos consumidores e a dificuldade foi manipulada diretamente pela complexidade da avaliação da satisfação. Nestes foram corroboradas as hipóteses que a utilização de âncoras em decisões depende da autoconfiança formada pela dificuldade, mas também dependem da predominância ou foco da valência das memórias. Além disto são apresentadas aplicações práticas-gerenciais no contexto de serviços para o marketing de relacionamento. Como aplicação principal foi demonstrado que é possível mudar momentaneamente a opinião de um cliente satisfeito dificultando sua avaliação de satisfação, mas isto tem pouco impacto depois em suas intenções de compra. Por outro lado, é possível mudar momentaneamente a opinião de um cliente insatisfeito, também impactando suas intenções de compra logo em seguida. / Abstract: This study aimed to determine how the focus on different valences memories (positive or negative) influence self-confidence on satisfaction evaluations before consumption decisions. As this goal was achieved, it was shown that the relationship between satisfaction evaluations made before consumption decisions depends on the confidence that these satisfaction evaluations were formed. First, satisfaction evaluations serve as decision anchors, an intuition for these decisions. Second, satisfaction evaluations suffer one of two kinds of adjustments depending on the level of self-confidence. If self-confidence were high, it would strengthen the intensity and direction of the anchor. If self-confidence were low, it would make individuals reevaluate the anchor signaling that a less intuitive alternative should be considered. However, it was found that self-confidence do not depends only on the perceived difficulty on forming the evaluation, but also depends on the predominance of the facts or memories valence (positive or negative) used to form the evaluation. By using Fluency to manipulate the perceived difficulty it was verified a self-confidence reduction on individuals focusing on negative aspects, but it was not verified a self-confidence reduction on individuals focusing on positive aspects. These different results occur because memories with positive valence would lead to relatively automatic decisions resulting in more biased and lower quality decisions. On the other hand, evaluations involving negative memories would take more time as the individual would took more effort to prevent similar outcomes. Two experiments were conducted to demonstrate these effects. The first experiment used simulated relationship scenarios and the difficulty was manipulated using an availability heuristic task. The second experiment used real consumers' relationships and difficulty was manipulated directly increasing the complexity of the satisfaction evaluations. These experiments corroborated the hypothesis that difficulty influence the evaluations self-confidence and this determines the adjustment and use of the satisfaction anchoring. However, these effects also depends on the prevalence - or focus - of the memories valence used to form the evaluations. In addition, practices-management applications were presented for services context on relationship marketing. As main practical application, it was shown that it is possible to momentarily change satisfied costumers satisfaction evaluations, but this has no significant impact on purchase intentions afterwards. On the other hand, it is possible to temporarily change dissatisfied consumers satisfaction evaluations and, this would influence their buying intentions afterwards.

Orientadora : Profª. Drª. Danielle Mantovani Lucena da Silva / Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Ciências Sociais Aplicadas, Programa de Pós-Graduação em Administração. Defesa: Curitiba, 30/03/2015 / Inclui referências : fls. 116-124 / Resumo: O objetivo desta pesquisa foi verificar a influência do tipo de perda (tangível vs psicológica) e do desempenho da recuperação (alta vs media vs baixa) de transgressões no relacionamento B2C - Business to Consumer sobre a avaliação do relacionamento (satisfação geral, lealdade, confiança e emoções negativas) com a empresa transgressora na ótica do consumidor. O levantamento bibliográfico acerca das teorias sobre transgressão no relacionamento B2C, bem como as de recuperação de transgressões, sugerem que diferentes tipos de danos causados por transgressões têm impacto negativo também diferentes na avaliação do relacionamento (Hl) e assim, requerem níveis de recuperação específicos para reparação do relacionamento (H2). Essa relação não foi encontrada na literatura sob teste empírico. Para atender ao propósito dos objetivos (geral e específico) e teste das hipóteses, optou-se pela pesquisa quantitativa, conclusiva, causal e experimental, hipotético com descrição de cenários. A pesquisa reporta resultados de dois experimentos transversais únicos, ambos testando o framework teórico apresentado. O pré-teste para ambos os experimentos testou os estímulos dos cenários quanto a percepção de severidade da transgressão, de modo que esta variável não provocasse efeito no teste da relação tipo de perda —> avaliação do relacionamento. O primeiro experimento (n = 213) realizado no contexto de restaurante, foi um multiple factor de 2 (tipo de perda: psicológica vs tangível) x 2 (recuperação: alta vs baixa), sendo um between-subjects design. O segundo experimento (n = 164), realizado no contexto de hotelaria, foi um multiple factor de 2 (tipo de perda: psicológica vs tangível) x 2 (recuperação: alta vs baixa), sendo um between- subjects design. Notou-se que na checagem do desempenho da recuperação, em ambos os experimentos, a condição de recuperação média não diferiu estatisticamente da condição recuperação alta, e por isso, os casos na condição média foram excluídos das análises subsequentes. Todas as outras checagens (manipulação e controle) funcionaram como o esperado em ambos os experimentos. A Hl, no primeiro experimento, indicou que somente a satisfação geral e a lealdade se apresentaram mais negativas na perda psicológica, enquanto que no segundo experimento, esse efeito só aconteceu na medição da raiva. Assim, a Hl foi corroborada parcialmente para estas variáveis. A H2, no primeiro experimento, apresentou que a recuperação alta resultou numa melhor avaliação de satisfação pelo consumidor na perda psicológica e na raiva, enquanto que na perda tangível, ambas (satisfação, lealdade, confiança e raiva) apresentaram melhor avaliação do relacionamento na condição de recuperação alta. No segundo experimento, para a perda psicológica, nenhuma variável dependente mostrou-se significativamente diferente entre as condições de recuperação alta e baixa, enquanto que na perda tangível, todas mostraram o efeito da recuperação alta nas suas respectivas avaliações. Esse resultado corrobora parcialmente a H2. O conceito de criticidade e locus de atribuição sugerem explicar os efeitos encontrados das demais variáveis que não corroboraram as hipóteses. Embora não confirmadas totalmente as hipóteses em teste, acredita-se que os objetivos geral e específicos desta pesquisa foram alcançados. Por fim, são apresentadas as contribuições teóricas e implicações gerenciais, as limitações do estudo e as sugestões para pesquisas futuras. Palavras-chave: Transgressão. B2C. Recuperação da transgressão. Tipo de perda. Avaliação do relacionamento. Comportamento do consumidor. / Abstract: The objective of this research was to investigate the influence of the type of customer loss (tangible vs. psychological) and recovery service performance (high vs medium vs low) in transgressions of the B2C - Business to Consumer relationship on the evaluation of the relationship (overall satisfaction, loyalty, trust and negative emotions) with the transgressive company in the consumer's perspective. The literature about the theories of transgression in B2C relationship and the service recovery, suggest that different types of damage caused by transgressions have negative impact also different in the evaluation of the relationship (HI) and thus require specific recovery levels for relationship repair (H2). This relation was not found in the literature on empirical test. To serve this purpose of the objectives (general and specifics) and the hypothesis test, was opted for the quantitative research, conclusive, causal and experimental, describing hypothetical scenarios. The study reports results of two single transversal experiments, both testing the presented theoretical framework. The pre-test for both experiments tested the stimuli of the scenarios as the perception of severity of transgression, so that this variable did not cause effect in the test of the relationship type of loss —> evaluation of the relationship. The first experiment (n = 213) performed in the restaurant context, was a 2 multiple factor (type of loss: Psychological vs. tangible) x 2 (recovery: high vs. low), being a between-subjects design. The second experiment (n = 164), held in the context of hotel industry, was a 2 multiple factor (type of loss: Psychological vs. tangible) x 2 (recovery: high vs. low), being a between-subjects design. It was noted that in checking the performance of the recovery, in both experiments, the average recovery condition did not differ statistically from the high recovery condition, and therefore, the cases in average condition were excluded from further analyzes. All other checks (manipulation and control) worked as expected in both experiments. In the HI, the first experiment indicated that the general satisfaction and loyalty is presented more negative on the psychological loss, while in the second experiment, this effect only occurred in anger measurement (negative emotions). Thus HI was supported in part for these variables. The H2, in the first experiment showed that the high recovery resulted in a better evaluation of consumer satisfaction and angry in the psychological loss, while the tangible loss, both (satisfaction, loyalty, trust and angry) had better evaluation of the relationship in high recovery condition. In the second experiment, to psychological loss, a no dependent variable showed significant differences between the low and high recovery conditions, while in tangible losses, all showed a high recovery effect on their respective evaluations. This result partially supports the H2. The concept of criticality and allocation locus suggest explain the effects found other variables that did not corroborate the hypothesis. Although not fully confirmed the hypotheses being tested, it is believed that the general and specific objectives were achieved. Finally, the theoretical contributions and managerial implications are presented, the study limitations and suggestions for future research.  Key words: Failure Service. B2C. Service recovery. Type of customer loss. Relationship evaluation. Consumer behavior.

Orientadora : Profª. Drª. Danielle Mantovani Lucena da Silva / Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Ciências Sociais Aplicadas, Programa de Pós-Graduação em Administração. Defesa: Curitiba, 26/02/2016 / Inclui referências : f. 70-77 / Área de concentração: Estratégia de marketing e comportamento / Resumo: Diante de evidências de que os consumidores esperam das empresas um maior envolvimento em ações de Responsabilidade Social Corporativa (RSC), e de que esse tipo de prática pode trazer benefícios para a empresa e para sociedade, diversas organizações desenvolvem programas de apoio a causas sociais. Estudos demonstram que ao observar esse tipo de prática o consumidor busca inferir qual a real motivação da empresa, sendo que a motivação atribuída pode influenciar sua atitude, ou até mesmo levá-lo a contribuir para uma causa social. Ademais, essa influência pode ser moderada pela distância social entre o consumidor e a marca, pois influencia a forma como o consumidor processa a informação recebida. Assim, este estudo propõe que a motivação da empresa (benevolente vs. interesses próprios) e a proximidade do consumidor com a marca (próximo vs. distante da marca), influenciam a intenção do consumidor em adotar comportamentos pró-sociais como doação de tempo e dinheiro. Além disso, o papel do ceticismo do consumidor em relação à empresa é testado como um mediador desta relação. O primeiro estudo (n= 193), com design 3 (motivação da empresa: benevolente vs. controle vs. interesses próprios) por 2 (proximidade do consumidor com a marca: próximo vs. distante) mostrou o papel moderador da proximidade do consumidor com a marca na relação entre a motivação de RSC e a disposição ao comportamento pró-social. Basicamente, a motivação benevolente tem impacto positivo quando a marca é percebida pelo consumidor tanto como próxima quanto como distante. Porém, a motivação para lucro diminui o comportamento altruísta do consumidor quando a marca é próxima do consumidor. Nota-se aqui o efeito negativo que a motivação por interesses próprios pode ter sobre os consumidores próximos à marca. O estudo 2 (n =163), com design 2 (motivação da empresa: benevolente vs. interesses próprios) por 2 (proximidade do consumidor com a marca: próximo vs. distante) replica o efeito de moderação encontrado e mostra o papel mediador do ceticismo do consumidor com relação à responsabilidade social da empresa. Quando a ação é vista como motivada por interesses próprios, o ceticismo do consumidor aumenta, portanto os consumidores próximos à marca ficam menos dispostos ao comportamento pró-social. Este estudo contribui com a teoria de RSC ao demonstrar os efeitos positivos e negativos das ações de RSC da marca sobre o comportamento altruísta do consumidor e o papel mediador do ceticismo. Dado que os consumidores hoje não são apenas receptores de informações, mas também co-criadores das mesmas ao expressarem suas opiniões, a interpretação que eles fazem sobre a real motivação da empresa tem implicações para a teoria de RSC e também para as teorias de influência social da marca. Do ponto de vista gerencial, há implicações para os resultados e para a imagem da empresa perante os clientes, mas também perante a sociedade. Os resultados alertam que se uma aliança causamarca for percebida como pouco sincera, podem haver impactos negativos tanto para a marca quanto para organizações sem fins lucrativos. / Abstract: Considering evidence that consumers expect from companies more involvement in Corporate Social Responsibility (CSR) actions, and that these actions may benefit both, firm and society, many organizations engage in programs to support social causes. Past research has shown that when exposed to such practices, the consumer tries to infer the real motivation of the company, and the perceived firm intention may influence the attitude toward the brand, or even influence the consumer to contribute to a social cause. Besides, this influence may be moderated by the social distance between the consumer and the brand, considering it affects how the consumer processes the information. Thus, this study proposes that firm intentions (benevolent vs. self-interested) and the psychological distance of the brand (near vs. distant) affects consumer's intention to engage in prosocial behaviors such as time and money donations. The role of the consumer skepticism toward the company is also tested as a mediator of the proposed relation. The first study (n=193), with design 3 (firm motivation: benevolent vs. control vs. self-interested) x 2 (brand social distance: near vs. distant) demonstrated the moderator role of the brand social distance in the relation between CSR motivation and consumer prosocial behavior intentions. Basically, when the brand social action is perceived as benevolent, it positively affects near as well as distant consumers. On the other hand, when profit-oriented, it diminishes prosocial behavior intention when the consumer is psychologically close, but not when distant, to the brand. The negative effect of the firm centered motive over consumers close to the brand can be noted. Study 2 (n=163), with design 2 (firm motivation: benevolent vs. self-interested) x 2 (brand social distance: near vs. distant) replicates the brand social distance moderation and reveals the mediation role of the consumer skepticism toward the firm social responsibility. The self-interested motivations enhances consumer skepticism, which lowers consumer prosocial behavior when the brand is perceived as near. This study contributes to CSR theory demonstrating positive and negative effects of CSR actions on consumer altruist behavior, and the skepticism mediation. Considering that consumers are no longer mere information receivers, but also sources of information when expressing their opinions, this study has implications for brand social influence theories too. There are also managerial implications for companies and for society as a whole. The results advert that if a brand-cause alliance is perceived as insincere, it can negatively impact brand image, as well as nonprofit organizations.

Based around a case study of the traditional toy industry, the research examines how companies create trust with parents, the main toy purchasers, and the importance of ethical behaviour in trust development when a vulnerable community is involved. Previous literature has revealed that trust leads to mutually beneficial company-consumer relationships but scholars have failed to agree on its definition, dimensions or measurement due to its complexity, diversity and intangibility. Few have distinguished between 'trustworthiness' as a moral quality of organisations and 'trust', which is a consumer judgement about companies and brands, made as part of their purchase deliberations. A review of the literature led to the development of a framework of trustworthy behaviour identifying five sets of antecedents (organisational, individual, control, relational and branding factors) and four key dimensions with related variables - 'Integrity' and 'Benevolence', relating to ethical constructs and 'Commitment' and 'Satisfaction', relating to organisational constructs. The model was then substantiated through qualitative research with a sample of senior managers in 12 leading toy companies and other stakeholders including industry body representatives, retailers and parents. The findings revealed that in a challenging economic climate, trust in toy companies is being driven principally by the marketing offer and by external influencers such as legislators, retailers, licensors, and the media. Examples of good ethical practices were identified, although often unnoticed by consumers, and the worthier companies, for whom trustworthiness was important, appeared to be faring less well economically than companies selling third party brands. Consumers' trust was significant in the preschool market but diminished in importance as children matured when their influence overrode parents' more rational purchase considerations. The research revealed a paradox that parents as well as children are vulnerable consumers who are often bypassed in the marketing process. Whatever children's consumer rights, there will always be a lack of trust in the industry whilst young children rather than parents are so blatantly targeted.

Nonprofit organizations (NPOs) in the welfare field play a significant role in the national economy. They provide not only care, but also employment to a large component of the population. Therefore, their existence and well-being serve a social as well as an economic purpose. Various changes globally as well as in South Africa, affect the world in which NPOs function. They have to assess the impact of these changes on their operations and implement new strategies to survive and flourish. One of the challenges faced by NPOs is how to differentiate and promote themselves in such a way that it allows them to compete effectively for scarce resources but at the same time remain true to their core mission and values. The concept of branding, to create a lasting and positive impression in the consumer's mind, is one strategy NPOs can pursue to create distinction and competitive advantage. This study was undertaken to determine whether a specific re-branding exercise undertaken by Rand Aid Association during 2005/2006 has had a positive effect on its services and the financial viability of the organization. The results show that the. re-branding exercise has had a significant positive impact on the way the organization implemented and achieved a critical strategic objective, namely the development and sale of a new retirement village. It also made staff more aware of the brand and assisted the organization in obtaining greater clarity on the different businesses it pursues. However, the study also shows that the implementation of a brand orientation holds particular challenges. Many of the challenges are tied to the particular nature of the organization, such as a lack of human and financial resources and the difficulty in justifying expenditure on marketing above allocating these resources to meeting customer needs. Time, knowledge and money constraints also impacted on the process that was followed and on involving staff at all levels. In addition, the diversity of the services and target groups in the organization's portfolio made it very difficult to reach agreement on the true values and essence of the organization. This affected a clear and common understanding of the identity and meaning of the RAA brand. It is recommended that NPOs begin the brand orientation process by developing a clear focus on what the organization stands for and what it aims to deliver. An in-depth examination of the vision, purpose, values and underlying philosophies of the organization is essential. These must be clearly identified and internalized by all staff in order to develop a shared understanding of the brand and work towards consistency in delivering the brand promise. NPOs should realize that staff is one of the most important audiences for branding efforts as they determine the image and ultimately the reputation and continued existence of the organization. Internalization starts with recruiting employees whose values will support the brand, training them to understand and deliver the brand promise and fostering a culture that reinforces positive brand behaviour. NPOs can enhance their brands by utilizing their unique opportunities to develop close and warm relationships with consumers. One of the best ways to differentiate their services is through the relationships they offer and through their responsiveness to changing needs. Many NPOs also depend on word-of-mouth communication to promote their services and build their reputation, therefore conscious and concerted efforts to enhance relationships with existing customers should receive a high priority. Finally, it was evident that NPOs should be aware of and plan for the time, money and effort it will take to develop a brand orientation. Branding cannot be practiced as a once-off event nor do shortcuts pay in the long term. In particular, NPOs should remember that the development of a logo, corporate colours and brochures are the output of the process and not the starting point. The ultimate aim should be to achieve consistency across all points of contact with customers and to ensure that these are in line with the brand promise. / Graduate School of Business Leadership / M.B.L.