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M.Comm. (Business Management) / The overall goal of this short dissertation is to investigate the influence of Facebook on the consumer decision-making process of students at a comprehensive university. The five phases of the consumer decision-making process will be atthe core ofthis study; (1) Problem recognition, (2) Information search, (3) Evaluation of alternatives, (4) Purchase, (5) Post-purchase. Included inthe study is the profile of consumers who use Facebook, the general trends surfacing from the use of online activities, an investigation into each of the five phases mentioned that contribute to the influence Facebook exerts. And ultimately, indicating that Facebook has various degrees of influence ornoinfluence on the different phases inthe consumer-decision making process. This study, through a self administered drop-off questionnaire whose valid respondents (total of 325 respondents), provided information about the respondents' demographic profile, online activities and behaviour along the five phase consumer decision-making process. As the topic of this study was about the usage of Facebook, the sample set qualifier was that having a Facebook profile was a prerequisite. The statistical techniques used in the study were based on descriptive analysis which enabled the analysis of the data with regard to the relationship of the variables whereby the data was easily summarised and understood. The other statistical technique used was factor analysis whereby the reliability and validity of the data was verified and further relationships between the variables were examined. The findings indicate that respondents exhibited actions influenced by Facebook in the first two phases of the decision making process (Problem recognition and Information search), than was evident in the remaining three phases. This framework provides the basis forfurther investigation into the influence of Facebook in the areas of problem recognition and information search and provides the opportunity for marketers to position themselves in a way that will address the two phases bybeing present on the Facebook platform.

M.Comm. / The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.

The global warming phenomenon and its environmental impacts have seen the emergence of the green consumer who has become more aware of their power of demand through their consumption choices as they express their own attitudes, values, thoughts, feelings and behaviours in this regard. Organisations have taken cognisance of these trends and taken steps to exploit the opportunity by developing goods and services aimed at meeting the demands of the new consumer. This, in spite of the fact that knowledge of the variables, specifically green consumer profiles, awareness, knowledge and trust in influencing purchasing behaviour remains incomplete. The purpose of this treatise was to determine a clearer understanding of the relevance of these variables to enable marketers to craft more effective marketing strategies, thereby unlocking the profit potential of the green consumer. A model for green product purchasing behaviour was proposed based on extant literature and an empirical evaluation. An empirical analysis was conducted on a sample of 597 consumers over the age of 18 within the Fast Moving Consumable Goods (FMCG) sector in South Africa. The main goal was to establish the relationships of the hypothesised model between the independent variables of green consumer profiles, green product trust, green product awareness and green product knowledge with the dependant variable green product purchase behaviour. There was a high prevalence of African and European female respondents in the 26 to 55 age group, living and working in the coastal areas of South Africa, predominantly Port Elizabeth, earning an income between 10 000 and 30 000 rand per month. The sample was consistent with the psychographic profile of the green consumer as described in the literature, which is characterised as a consumer that takes personal responsibility for environmental solutions, who believes they can make a contribution to solving environmental issues, incorporates green living into daily lives, considers environmental issues when making purchasing decisions, is knowledgeable of, deliberately seeks out and is prepared to pay a premium for environmentally friendly products. When analysing the relationships and the significances of the differences of the independent variables to the dependant variable in the hypothesised model, it was established that the independent variables green consumer profiles, green product awareness and green product trust were significantly related to the dependent variable. A MODEL FOR GREEN PRODUCT PURCHASING BEHAVIOUR green product purchase behaviour. This was in line with and supported the reviewed literature in this regard. It was also established that green product knowledge did not reflect any significant relationship to green product purchase behaviour. This finding did not correspond with the literature as significant relationships with green product knowledge and general environmental behaviour including green product purchase behaviours have been established therein. The findings further demonstrated that the independent variable green consumer profiles displayed the most significant relationship to green product purchase behaviour, followed by green product awareness and then green product trust. When considering the significance in the differences in strengths of these relationships it was noted that although green product awareness and trust may influence green product purchase behaviours it was a combination of psychographic variables reflecting a consumer’s general attitudes and beliefs towards the green agenda that displays the most significant relationship to green product purchase behaviour. Despite the fact that the study was limited to the South African FMCG sector, the profile of the green consumer in the literature was dated, the cause and effect relationships between the variables were not tested and the fact that the hypothesised model was limited to only four independent variables, the above findings may, from a marketing perspective, have practical application for marketing strategies aimed at increasing green product purchasing behaviour. The results imply that directing green marketing initiatives to consumers that are most inclined to purchase and consume green goods or services being those that fall within the biographical and psychographic parameters outlined in this treatise will result in the desired outcomes. Furthermore, marketers should also pursue initiatives that are known to support and increase the amount of green product trust that consumers have in green products, green communications and the organisation. Marketers can also benefit from well formulated green awareness campaigns as the success of these campaigns will yield greater green product awareness which could increase green product purchase behaviours and purchases of green products still further.

Please read the abstract (Synopsis) in the section 00front of this document / Dissertation (MCom)--University of Pretoria, 2009. / Marketing Management / MCom / Unrestricted

The increasing popularity of catalog shopping has prompted many retailers to enter the market. Consequently, competition among catalog retailers has escalated. To maintain or expand their customer bases, catalog retailers must now find better ways to serve consumers. Many consumers are apprehensive to shop for apparel via catalog because they associate a higher degree of risk with purchases made through catalogs as opposed to purchases made in a store. Such risk is associated with consumers' uncertainty of purchase outcomes. While in a store, consumers may physically inspect garments before making a purchase decision. However, when shopping via catalog, consumers must rely upon pictures and written descriptions to evaluate garments' color, style, fit, and overall appearance. Therefore, the purpose of this study was to investigate ways that information within Norm Thompson catalog apparel descriptions can be presented in order to increase the perceived ability to evaluate specific garment characteristics and to decrease the amount of perceived risk associated with catalog apparel purchases by a sample of women in Oregon. The research project proceeded in two phases: focus groups and an experiment. In the first phase, focus groups were conducted in which female participants evaluated written word descriptions of four apparel items within a Norm Thompson catalog: pants, jacket, blouse, and turtleneck. The first objective of the focus group sessions was to identify what information within the catalog was important to a sample of female consumers. The second objective was to identify what important information was unclear to the sample and to investigate ways to clarify such information. Three focus groups were conducted with a total of seventeen female participants. The information most important to them when making catalog apparel purchase decisions included garment sizing and fit, color, fabric and fiber content, style and detail, country of origin, and laundering instructions. Based upon the focus group participants' suggestions, the researcher altered the garment descriptions to better communicate the information important to the participants. The pant and blouse descriptions were altered to include more specific fabric and fiber content information. The jacket and turtleneck descriptions were altered to include more specific sizing and fit information. The original and altered descriptions were used in the experiment phase. The experiment was a between subjects, repeated measures design with two independent variables: the type of description, original or altered, that subjects were exposed to and whether or not subjects were exposed to a Norm Thompson catalog cover page. Four different catalog formats resulted. Women from a sorority alumnae mailing list were randomly assigned to the four treatment groups. All four catalog formats were accompanied by a rating scale that measured subjects' perceived ability to evaluate specific garment characteristics, such as garment fabric and fiber content and garment sizing and fit, and the degree of risk subjects associated with the purchase of each of the four garments described within the simulated catalog. The third and fourth objectives of the study were addressed in the experiment phase of the study. The third objective was to determine if a sample of female consumers' perceived ability to evaluate specific characteristics of a garment, such as fabric and fiber content or sizing and fit, was a function of the type of written description to which they were exposed. As hypothesized, subjects who were exposed to the altered pant and the altered blouse descriptions perceived greater ability to evaluate the fabric and fiber content of the pants and the blouse. However, contrary to what was hypothesized, subjects exposed to the altered jacket and turtleneck descriptions did not perceive greater ability to evaluate the sizing and fit of the jacket and turtleneck. The fourth objective was to determine if a sample of female consumers' perceived risk regarding the purchase of the catalog apparel items under investigation was a function of the type of description to which they were exposed and whether or not they were exposed to a Norm Thompson catalog cover page, with perceived risk less for subjects exposed to the altered descriptions and less for subjects exposed to the Norm Thompson catalog cover page. None of the four hypotheses pertaining to the fourth objective were supported. Subjects exposed to the altered pant, jacket, blouse, and turtleneck descriptions did not perceive a lesser degree of risk than subjects exposed to the original descriptions. Furthermore, subjects exposed to the Norm Thompson catalog cover page did not perceive a lesser degree of risk than subjects not exposed to the Norm Thompson catalog cover page. Experiment results did not support data from the focus groups phase and data from past research. A focus group methodology, as opposed to an experiment, seemed to attain the most valuable data. It is advisable that in the future, focus groups be conducted to identify ways to better communicate garment information about sizing and fit, fabric and fiber content, style and detail, and color. Furthermore, catalog apparel retailers may use the information extracted in the focus groups phase of the present study to better understand the information needs of female consumers and to improve their catalog layouts. / Graduation date: 1997

M.Comm. / The research study has endeavoured to explore adolescent perceived influence on parent purchase decisions more comprehensively, with unique and pioneering research being conducted on the degree to which this influence varies cross-culturally. Several findings were similar to previous research conducted, with adolescents still perceiving to have greater influence than their parents attribute to them. The cross-cultural findings, however, provide a basis for future research due to the significant value of these findings to marketers and researchers alike. The value of researching this cross-cultural impact should therefore not be discarded, as the researcher is of the opinion that knowledge regarding this aspect will dramatically influence the manner in which products are marketed and the ultimate success of long-term customer relationships. Conclusions,

Includes list of Supplementary refereed publications relating to thesis; and of Refereed conference papers, as appendix 1 / Includes bibliograhical references (p. 316-343) / xix, 381 p. : ill. ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Focusses particularly on the purchase of wine and the factors that influence consumer choice and the values that drive the decision process across different consumption occasions. The effectiveness of occasion as part of the theoretical model of means-end chain analysis is investigated, as well as the feasibility of occasion in the Olsen and Thach (2001) conceptual framework of consumer behavior relating to wine. / Thesis (Ph.D.)--University of Adelaide, School of Agriculture and Wine, Discipline of Wine and Horticulture, 2003