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This research aims to investigate the (1) review effects on consumer decision making process, (2) effects of negative reviews on brand equity, and (3) consumers' likely response to a brand's request for reviews. The objective of the first essay is to investigate the nature of the relationship between skepticism and consumer decision making in an online behavior context. Its second objective is to know whether people's belief on their abilities or their hedonic principle moderates the relationship between a person's skepticism toward online reviews and their reliance on online reviews. The objective of the second essay is to explore whether negative online reviews that focus on service quality specific dimensions have a different effect on a service organization's perceived brand equity. Its second objective is to analyze the role of emotional contagion in the relationship between negative reviews related to various service quality dimensions and its effect on perceived brand equity. The main objective of the third essay is to know whether consumers are more likely to write an online review for a brand when the request comes from a higher equity brand. This essay also investigates how message trust and persuasion knowledge influence the relationship between a brand's request to write online reviews and the likelihood of consumers to write reviews. These three essays altogether contribute to the online review and the brand equity literature by providing new insights about the intricate relationship between online reviews, brand equity, and consumer decision-making.

The increasing prevalence of e-commerce and online shopping, particularly throughthird-party sites, signifies a significant shift in the consumer decision-making process inthe era of digitalization. Despite the overall reduction in market time, the continuedtime spent shopping online suggests that online platforms are pivotal in thedecision-making process. However, from a consumer perspective, the extent to whichonline information and e-commerce influence decision-making and the reliability ofonline sources are areas that necessitate further exploration. A comprehensiveunderstanding of the role and impact of online platforms in the decision-making processwill provide invaluable insights to the study. Our aim with this study was to describe the effects of digitalization and e-commerce onthe consumer decision-making process of buying a car from a consumer perspective.More specifically, we want to understand how consumers use online platforms asthird-party sites in their decision-making process and to see whether the followingfactors in a website design, such as functionality, product variety, information,reliability, and service quality, simplify their process. The thesis showed thatdigitalization and e-commerce have hugely benefited the decision-making process;respondents highlighted through interviews which factors they deem most important onan online platform to simplify their process and create an enjoyable shoppingexperience. These were simple web design, easy to navigate, good functionality,product variety, and reliability.

For the last couple of decades consumer decision-making has been of increasing interest for retail as well as for consumer behaviour research. Food shopping constitutes a unique type of shopping behaviour. In comparison to other types of shopping, food is essential to life, and not often are there as many choices to be made in a short period of time as when shopping groceries. The purpose of this dissertation was to advance the knowledge of what influences consumers’ choices of grocery stores. More specifically, the main focus has been on how different situations (e.g., type of shopping) influence choices of grocery stores. Five papers, which build on three surveys on how consumers choose grocery stores in Sweden, are included in this dissertation. In the first paper a comprehensive set of ten aggregated attributes that determine store choices were developed. The second paper brought forward five consumer segments (Planning Suburbans, Social Shoppers, Pedestrians, City Dwellers, and Flexibles) based on where and how they shop. In the third paper it was shown that accessibility attributes (e.g., accessibility by car, availability) and attractiveness attributes (e.g., price, service) have different impacts on satisfaction, depending on consumer characteristics and shopping behaviour in supermarkets compared to convenience stores. In the fourth paper the result showed that satisfaction is affected by type of grocery shopping (major versus fill-in shopping) in conjunction with time pressure and which store attributes that are important for satisfaction. It was also shown that the effect of time pressure and type of shopping on satisfaction varied in different consumer segments. In the final paper it was shown that a store has to be more attractive in terms of attributes for a consumer to switch from the grocery store they usually patronage, even if the new store is situated right beside or closer than the consumer’s regular grocery store. The view of a “good location” is further developed in this dissertation, arguing that consumers’ mental distance to a store – their cognitive proximity – is much more important than the physical place of the store. In sum, this dissertation revealed that the situation is more important than previous research has shown. Depending on the situation, consumers will face different outcomes (different stores) and value different store attributes. Hence, stores need to manage different store attributes depending on which consumer groups the stores want to attract and what situation the consumers are facing. Therefore, consumers’ choices of grocery stores are situation-based choices. / I ett par decennier har intresset för konsumenters beslutsfattande ökat för både detaljhandeln och forskningen kring konsumentbeteende. Matinköp utgör en unik typ av köp-beteende då det i jämförelse med andra typer av handlande är livsnödvändiga samt att det sällan finns så många val som ska göras under kort tid som vid matinköp. Syftet med denna avhandling är att främja kunskap om vad som påverkar konsumenternas val av livsmedelsbutik. Mer specifikt har fokus varit på hur olika situationer (t.ex. typ av handlande) påverkar valet av butik. Fem artiklar, som bygger på tre olika undersökningar om hur konsumenter väljer livsmedelsbutiker i Sverige ingår i denna avhandling. I den första artikeln utvecklades en omfattande uppsättning av tio aggregerade attribut (baserade på 34 attribut) som bestämmer konsumenters val av livsmedelsbutiker. I den andra artikeln presenterades fem konsumentsegment (Planerande förortsbor, Sociala shoppare, Fotgängare, Stadsbor och Flexibla) som baserades på var och hur de handlar. Den tredje artikeln visade att tillgänglighetsattribut (t.ex. tillgängligheten med bil och öppettider) och attraktivitetsattribut (t.ex. pris och service) har olika effekter på konsumenters nöjdhet. Denna nöjdhet varierade även beroende på konsumentens bakgrundsfaktorer samt huruvida konsumenten handlade i stormarknader eller i närbutiker. I den fjärde artikeln visade resultaten att nöjdhet påverkas av typ av matinköp (storhandlande kontra kompletteringshandlande) i samband med tidspress och de attribut som är viktiga för konsumenternas nöjdhet med butiken. Det visade sig även att effekterna av tidspress och typ av handlande på konsumenternas nöjdhet med butiker varierade i olika konsumentgrupper. Det femte konferenspapperet visade att en butik måste vara mer attraktiv när det gäller attribut för att konsumenter skall byta från den livsmedelsbutik som de brukar handla i, även om den nya butiken skulle öppna precis bredvid eller närmre än den vanliga livsmedelsbutiken. Synen på vad som är ett ”bra läge” utvecklas därför ytterligare i denna avhandling, med argumentet att konsumenternas mentala avstånd till en butik - deras kognitiva närhet - är mycket viktigare än den fysiska platsen för butiken. Sammanfattningsvis visade denna avhandling att effekten av olika situationer är viktigare än vad tidigare forskning har visat. Beroende på situation kommer konsumenter att möta olika utfall (välja olika butiker) och de kommer även att värdera olika butikers attribut olika. Således behöver butiken hantera olika butiksattribut beroende på vilken konsumentgrupp butiken vill attrahera och vilken situation de konsumenterna står inför. Därför kan val av livsmedelsbutiker ses som situationsbaserade val.

Interest in understanding Human Beings’ behaviour can be traced back to the early days of mankind. However, interest in consumer behaviour is relatively recent. In fact, it is only since the end of World War II and following economic prosperity of some nations (e.g., U.S.A.) that the world witnessed the rise of a new discipline in the early 1950s; namely, Marketing Research. By the end of the 1950s, academic papers on modelling and analysis of consumer behaviour started to appear (Ehrenberg, 1959; Frank, 1962). The purpose of this research is to propose an integrated decision framework for modelling consumer behaviour with respect to store incidence, category incidence, brand incidence, and size incidence. To the best of our knowledge, no published contribution integrates these decisions within the same modelling framework. In addition, the thesis proposes a new estimation method as well as a new segmentation method. These contributions aim at improving our understanding of consumer behaviour before and during consumers’ visits to the retail points of a distribution network, improving consumer behaviour prediction accuracy, and assisting with inventory management across distribution networks. The proposed modelling framework is hybrid in nature in that it uses both non-explanatory and explanatory models. To be more specific, it uses stochastic models; namely, probability distributions, to capture the intrinsic nature of consumers (i.e., inner or built-in behavioural features) as well as any unexplained similarities or differences (i.e., unobserved heterogeneity) in their intrinsic behaviour. In addition, the parameters of these probability distribution models could be estimated using explanatory models; namely, multiple regression models, such as logistic regression. Furthermore, the thesis proposes a piece-wise estimation procedure for estimating the parameters of the developed stochastic models. Also proposed is a three-step segmentation method based on the information provided by the quality of fit of stochastic models to consumer data so as to identify which model better predicts which market segments. In the empirical investigation, the proposed framework was used to study consumer behaviour with respect to individual alternatives of each decision, individual decisions, and all decisions. In addition, the proposed segmentation method was used to segment the panellists into infrequent users, light to medium users, and heavy users, on one hand, and split loyals, loyals, and hardcore loyals, on the other hand. Furthermore, the empirical evidence suggests that the proposed piece-wise estimation procedure outperforms the standard approach for all models and decision levels. Also, the empirical results revealed that the homogeneous MNL outperforms both the heterogeneous NMNL and DMNL when each one of these distributions is applied to all decisions, which suggests the relative homogeneity in consumer decision making at the aggregate or integrated decision level. Last, but not least, through the use of the proposed framework, the thesis sheds light on the importance of consumer choice sequence on the quality of predictions, which affects the quality of segmentation. The reader is referred to chapter 3 for details on these contributions.

Cette thèse a pour objectif de contribuer à la compréhension des marchés de télécommunications mobiles, en offrant un éclairage sur la façon dont la structure de marché, les investissements technologiques des acteurs et la règlementation ont affecté les prix des services, mais également en mesurant l’ampleur de l’inertie et de myopie du consommateur dans un environnement en mutation rapide. Le premier chapitre explore les déterminants de la baisse des prix en France entre 2011 et 2014.Basée sur une régression prix hédoniques, cette étude montre que l’introduction d’une nouvelle technologie et la concurrence sont à l’origine de la majeure partie de cette baisse des prix. Le deuxième chapitre questionne la façon dont la disponibilité croissante des offres sans terminal associé - sim-only - a affecté l’arbitrage intertemporel des consommateurs lors de leurs choix de forfait et de mobile. En estimant un modèle de choix discret basé sur un ensemble de combinaisons de forfaits et de terminaux,il est possible de capturer une mesure de la myopie des consommateurs. Les résultats obtenus suggèrent que le niveau de myopie moyen a fortement diminué avec l’émergence des offres sim-only et converge vers une valeur proche de celles estimées pour des marchés différents, c’est-à-dire un niveau qui témoigne d’une sous-évaluation très modérée du futur. Le troisième chapitre propose une estimation de l’inertie des consommateurs lors de leurs choix de terminaux mobiles. En se basant sur un échantillon de consommateurs sim-only et en observant leurs choix de changement de terminal entre2012 et 2014, un modèle de choix discret permet d’estimer les coûts de changement entre marques de terminaux mais aussi entre systèmes d’exploitation. Un contrefactuel est ensuite réalisé pour simuler les parts de marchés de ces derniers en l’absence d’inertie des consommateurs. Celui-ci indique que la part de marché d'Android et celles des systèmes d'exploitation mineurs augmenteraient aux dépends de la part de marché d'IOS. / This thesis aims to contribute to the understanding of mobile telecommunication markets, in exploring how structure, technological investments of players and regulation have affected prices of services; but also in measuring the magnitude of consumer inertia and myopia in a rapidly evolving environment. The first chapter investigates determinants of mobile services price drop in France between 2011 and 2014.Based on a hedonic price regression, this study provides evidence of introduction of a new technology and competition being responsible for most of the price reduction. The second chapter questions howinter-temporal trade-off of consumers selecting a handset and a tariff has been affected by the increasing availability of sim-only contracts. Estimating a discrete choice model based on choice setswhich combine extensive number of tariffs and handsets, it is possible to capture an average level of consumer’s myopia. Results show myopia decreased along with emergence of sim-only contracts and converge towards a value which is close to what has been estimated in other markets, meaning consumers only exhibit a modest undervaluation of future. The third chapter measures the magnitude inertia in repeated choice of smartphones. Exploiting data of handset switchings between 2012 and 2014 of sim-only consumers, we estimate discrete choice models to estimate switching costs between brandsand operating systems. We then rely on our model to simulate market shares without inertia and showthat the market share of Android and smaller operating systems would increase at the expense of the market share of iOS.

Generation Xers are latchkey kids. They are used to eat microwave food, and grow up with TV ¡V games. As the leading edge of the baby boomer creeps inexorably toward retirement and tighter spending habits, every company with something to sell is starting to focus on younger demographics Gen X'ers in their mid-20s to 40. The purpose of the study is to study Generation X life styles in the purchasing of sedans. More particularly, the purpose is to study the relationship of life style and decision making process, EKB model, of Generation X in the purchasing of sedans. The study aims to examine and identify applicable life styles segments of Generation X, and identify their differences between decision making process in the purchasing of sedans. This study method is questionnaire and 600 questionnaires are released, and the retrieved valid questionnaires are 404 copies. This study utilizes using SPSS for Windows as the tool to conduct statistical analysis, including descriptive analysis, reliability test, factor analysis, cluster analysis, Pearson¡¦s Chi ¡V Square and ANOVA test. Four types of life styles are generalized. There are ACTIVE life style, INFORMATION ¡V ORIENTATION life style, STABLE life style, and INDEPENDENT life style. The finding results as follow. 1. In the purchasing of sedans, there are partial significant differences on demographics with respect of Generation X life styles. 2. In the purchasing of sedans, there are no significant differences on problem recognition with respect of Generation X life styles. 3. In the purchasing of sedans, there are no significant differences on information search with respect of Generation X life styles. 4. In the purchasing of sedans, there are partial significant differences on elevation of alternatives with respect of Generation X life styles. 5. In the purchasing of sedans, there are partial significant differences on purchase with respect of Generation X life styles. In the end of the study, some suggestions for further research are made. Given the study results, the marketer and policymakers of manufacturer sedan brands can find the needs of Generation X life styles in the purchasing of sedans. The study results for marketers and policymakers may provide strategy for sedans with Generation X life styles different of degree of demographics, problem recognition, information search, elevation of alternatives, and purchase.

It is a common market practice to offer two products in a package, so called bundling. While much research investigate how companies can use bundling to increase sales and profit, less is known about how bundling can be beneficial for consumers. There are many advantages with bundling for consumers, as bundles often are offered at a reduced price and provide convenience and reduced risk. But there are also major drawbacks, for example reduced freedom of choice and increased risk of over-consumption. In the present study, the general aim is to increase the understanding of how consumers’ perceive bundle value. To achieve this, focus is turned to bundle composition, more specifically the complementarity between bundle products, as a source of value for consumers. By exploring what complementarity is, how it influences consumer preferences for and satisfaction with bundles and how it interacts with bundle discount insights about the overall value of bundles for consumers is gained. In five scenario-based experiments, the influence of different kinds and different degrees of complementarity on consumers’ perceptions of bundle value is studied and compared to evaluations of separate products. The results show that bundles generally are not preferred over separate products and that they only exceptionally provide more satisfaction. However, the results also highlight the influence of bundle composition on consumer evaluations. Generally, bundle complementarity has a positive effect on preferences and satisfaction, especially when combined with a discount. The results also illustrates that complementarity is a multifaceted concept. Many kinds of relations between bundle products are considered complementary and the degree of complementarity may vary within and between different types of complementarity. Based on the results it is suggested that the notion of complementarity is closely related to consumers’ everyday practices and the value bundles provides in use. When consumers understand the value that bundle products provide in use, the perceived complementarity increases and preferences and satisfaction is positively influenced. It is suggested that bundling can be used as a strategic tool by companies to increase value for customers. By considering their customers’ needs and practices companies can compose bundles that are perceived as complementary and offer value-in-use.

abstract: This research explores the influence of brand and shelf display cues on consumer preferences for products that appear to be in scarce supply. In so doing, I develop a theoretical model of how scarcity operates in the retail environment, identifying when it increases purchase intentions, when it decreases purchase intentions, and the underlying mechanisms driving these outcomes. Across a series of five studies, I find that when consumers infer that products are scarce due to popularity, they are more likely to buy these products, but only when the products are unfamiliar nonfood brands. I also find that scarce products are less likely to be purchased when they are familiar food brands. In addition, the price of the product is an important moderator of these effects, as price further influences perceptions about the popularity of the product. / Dissertation/Thesis / Ph.D. Business Administration 2010

Are maximizers less satisfied with their choices than satisficers? This research provides a novel perspective on this question by distinguishing between two types of consumer goals: autotelic, when choice is a goal in itself, and instrumental, when a choice is a means to achieving other goals. Study 1 showed that maximizers value autotelic experiences more than satisficers. Study 2 experimentally manipulated the choice goal and found that maximizers compared to satisficers experience higher choice satisfaction when the choice goal is autotelic rather than instrumental. Additionally, evidence is provided for the underlying mechanism (perceived ease of choice) as well as downstream consequences (consumers' willingness to pay for their chosen option). These findings advance a conceptualization of maximizers as consumers seeking self-contained meaning in choice and provide new insights into the relation between maximizing and choice satisfaction. Theoretical and practical implications for consumer decision-making are discussed.