Social buying is a recent marketing innovation in which provides Pareto-improving welfare gains to merchants, consumers, and brokers. Consumers benefit from access to significant discounts on advertised products and services, the broker benefits from taking a significant cut in each transaction with very low fixed costs, and merchants are able to reduce their advertising costs, gain access to new markets and drive traffic to their stores. The phenomenal growth of social buying carries commensurate risks for brokers, including increased competition due to a lack of service differentiation and low entry barriers. The complete social buying transaction is completed over two stages: the initial online e-commerce transaction and the subsequent fulfilment transaction where the voucher is redeemed with the merchant. In order to explore the sustainability of the social buying business model, it is necessary to identify the factors which drive loyalty behaviours in social buying, as well as the interrelationships between the factors. This research proposes from the marketing literature Oliver’s (1980) expectancy-disconfirmation theory (EDT) as the main theoretical framework on which to model these relationships. EDT is then successfully synthesised with DeLone and McLean’s (2003) information systems success model to create a framework which can appropriately model both the online and traditional stages of the social buying transaction. This study contributes to the marketing literature by establishing EDT as a suitable framework for investigating social buying. It is believed that this study is the first to do so. Furthermore, it is believed this is the first study examining the social buying innovation in the South African context. / Graduate School of Business Leadership / MBA

Social buying is a recent marketing innovation in which provides Pareto-improving welfare gains to merchants, consumers, and brokers. Consumers benefit from access to significant discounts on advertised products and services, the broker benefits from taking a significant cut in each transaction with very low fixed costs, and merchants are able to reduce their advertising costs, gain access to new markets and drive traffic to their stores. The phenomenal growth of social buying carries commensurate risks for brokers, including increased competition due to a lack of service differentiation and low entry barriers. The complete social buying transaction is completed over two stages: the initial online e-commerce transaction and the subsequent fulfilment transaction where the voucher is redeemed with the merchant. In order to explore the sustainability of the social buying business model, it is necessary to identify the factors which drive loyalty behaviours in social buying, as well as the interrelationships between the factors. This research proposes from the marketing literature Oliver’s (1980) expectancy-disconfirmation theory (EDT) as the main theoretical framework on which to model these relationships. EDT is then successfully synthesised with DeLone and McLean’s (2003) information systems success model to create a framework which can appropriately model both the online and traditional stages of the social buying transaction. This study contributes to the marketing literature by establishing EDT as a suitable framework for investigating social buying. It is believed that this study is the first to do so. Furthermore, it is believed this is the first study examining the social buying innovation in the South African context. / Graduate School of Business Leadership / MBA

Herzberg (1959) proposed a two-factor model, often named as two-factor theory when adopted by the following researches. Through measuring the level of dissatisfaction and satisfaction, he classified antecedents of work satisfaction into hygiene and motivator two type. While hygiene factors are variables which lead to dissatisfaction, motivators are variables correlated with satisfaction. In marketing area, Kano (1984) also proposed a similar concept, named two-way quality model. This model adopts both satisfaction and dissatisfaction concepts and, based on these concepts, he further classified quality properties into Must-be, Attractive and One-dimension three types. This implies that the separation of satisfaction with two dimensions allow researchers to understand how each antecedent functions. However, in past information system (IS) area, IS satisfaction was treated as a linear concept and measured with Likert or semantic differential scale. This approach lead to a direct consequence that identifying possible antecedents is possible but understanding the way they function is difficult. The purpose of this study is to develop a better approach to understand how different antecedents affect IS satisfaction. We attempt to adopt the confirmation concept in expectation-disconfirmation theory (EDT). Through measuring the level of confirmation (or disconfirmation) and satisfaction (or dissatisfaction), this study attempts to clarify how each antecedent generate effect under different contexts. This study attempts to achieve its purpose through a two-stage approach. We first used modified Delphi obtain various antecedents of IS satisfaction. In this stage, opinions from 29 scholars and experts resulted in 6 dimensions, contain 28 variables in total. In the next stage, we collected empirical data through survey to classify 28 variables into different types. We find the factors about the relation with user and IT are hygiene factor, e.g. system quality etc. The factors about the relation with user, IT and task are motivator, e.g. information quality etc. The factors about the relation with user, IT and organization are motivator and performance factor, e.g. management support and computer training are performance factors, MIS¡¦s service quality etc. are motivator. The result should provide insightful implications for both IS academia and practitioners.

Abstract Purpose - The purpose of this study is to extend the current understanding of NCE and its antecedents. Design/methodology/approach - A deductive approach was used to confirm the proposed model of NCE using structural equation modeling. Data was collected online using self-selection questionnaires, resulting in 252 responses used in the quantitative analysis. Seven hypotheses were tested in the analysis.  Findings - The primary findings of the study is that perceived injustice acts as an antecedent of cognitive and affective NCE, which in turn drive behavioral NCE. Accordingly, the proposed tri-dimensional framework of NCE, consisting of a cognitive, affective, and behavioral component, was supported. Negative service quality disconfirmation was not supported as an antecedent of NCE.  Originality/value - The originality of the paper lies in the testing of NCE and the proposed drivers as a unique construct, which has not previously been tested in quantitative research.

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In the retail environment, the salesperson is a strong factor of influence in consumer ´s decision process because a store image and ability to build loyalty can heavily depend on the ability and characteristics of the salesperson (Engel, Blackwell, & Miniard, 1995). A consumer may fully anticipate buying, but this intention may change if the salesperson´s performance is not satisfactory. Engel et al. (1995) indicated that appearance is an important characteristic of the salesperson. Clothing is an essential part of the salesperson´s appearance and it can transmit many meanings, such as identity, mood, and attitude (Stone, 1962). Hawkins, Best, and Coney (1998) indicated that consumers in different age groups have different attitudes, values, and behaviors. The purpose of this study is to determine the influence of consumer age and the clothing type of the salesperson in the apparel consumer satisfaction process. Based on the previous literatures, a conceptual model was developed as a framework of the study. This model suggests that consumer age and the clothing type of the salesperson influence consumer attitude toward the salesperson, which in turn influences consumer expectation and evaluation of the salesperson´s performance. Consumer expectation and evaluation of the salesperson´s performance, and expectancy disconfirmation (i.e., the confirmation/ disconfirmation between consumer expectation and evaluation of the salesperson´s performance) are three factors that influence consumer satisfaction with the salesperson´s performance. Six hypotheses were generated to test this model. A 2 x 2 between-subjects factorial design was used with two age groups (adolescents and the elderly) and two clothing types of the salesperson (formal and informal). Two questionnaires with the same scenario, but two pictures of the salesperson with the different clothing types, were developed as the measurement of instrument. The participants were 120 adolescent males 16 to 19 years old and 120 elderly males 65 years and older. Results indicated that a significant interaction existed between consumer age and the clothing type of the salesperson in consumer attitude toward the salesperson. Adolescent participants had a more positive attitude toward the salesperson with an informal clothing type. On the other hand, elderly participants had a significantly more positive attitude toward the salesperson with a formal clothing type. Significantly positive relationships were found between consumer attitude toward the salesperson and consumer expectation and evaluation of the salesperson´s performance. These results indicated that a more positive attitude toward the salesperson was related to a higher expectation and evaluation of the salesperson´s performance. Significantly positive relationships were also found between consumer expectation and consumer satisfaction, and consumer evaluation and consumer satisfaction. A higher expectation and evaluation of the salesperson´s performance was related to a higher satisfaction with the salesperson´s performance. When the relationship between expectancy confirmation/disconfirmation and consumer satisfaction was examined, results indicated that participants were more satisfied with the salesperson´s performance when their evaluations of the salesperson´s performance were equal or better than their expectations, than when their evaluations were worse than their expectations. The results of this study suggest that consumer age and the clothing type of the salesperson influences consumer satisfaction with the salesperson. Several marketing applications were discussed and recommendation was given for the future study. / Master of Science

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)

Dans la littérature marketing qui s'intéresse à l'adoption d'une innovation par les consommateurs, le processus d'adoption n'est expliqué le plus souvent que par le degré d'innovativité des personnes. Tandis que les caractéristiques perçues du nouveau produit peuvent davantage expliquer son adoption que les variables individuelles comme l'ont déjà montré certains travaux. Notre recherche se situe alors dans cette deuxième perspective et contribue à l'explication des mécanismes cognitifs et sensoriels d'adoption d'un nouveau produit en prenant le soin de distinguer les effets des attributs extrinsèques et intrinsèques de celui-ci. De plus, nous avons constaté que la plupart des travaux utilisent des mesures uniques et immédiates alors qu'il apparaît nécessaire de recourir à des mesures répétées. Nous mettons alors en œuvre dans cette recherche des protocoles méthodologiques longitudinaux. Ainsi, trois expérimentations montrent que l'information non-sensorielle sur la modification d'un attribut constitutif d'un produit alimentaire (la teneur en alcool d'un vin) crée des attentes de qualité moins élevées que l'information non-sensorielle sur l'attribut non transformé. Cependant, la perception de cette première information non-sensorielle n'est pas assez négative pour diminuer la qualité perçue globale du nouveau produit qui reste proche de celle du produit habituel. Par conséquent, tant sur le plan gustatif que sur le plan conceptuel, le nouveau produit, ici le vin à teneur réduite en alcool, semble acceptable, en tout cas, tant qu'il ne s'éloigne pas trop des limites de la catégorie de produits à laquelle il appartient / In the marketing literature which focuses on innovation adoption by consumers, the adoption process is explained mostly by consumer innovativeness. However, some research works show that the new product's perceived cues can better explain its adoption than individual characteristics. Our work lies in the latter perspective and contributes to explain cognitive and sensory mechanisms of adoption, making a careful distinction between extrinsic and intrinsic effects of new product cues. Moreover, most research works use unique and immediate measurements while it appears necessary to make repeated measurements. Therefore, we implement longitudinal methodologies in this research. Three experimentations show lower quality expectations with the modified non-sensory cue (reduced alcohol content) than with the usual non-sensory cue (normal alcohol content). However, perception of this non-sensory information on modification is not sufficiently negative to reduce the overall perceived quality of the new product which remains close to that of the regular product. Therefore, both judging by its taste and conceptually, a new food product (i.e. low-alcohol wine) seems acceptable, at least as long as it does not move away too far from limits of the products category to which it belongs.

This thesis focuses on clarifying how brand loyalty interplays with brand satisfaction. As most research conducted on this subject have been quantitative, this study takes a qualitative approach as a way to further describe the interplay on an individual level in a specific context, in this case the clothing industry. It has been conducted through semi-structured interviews, using seven heterogeneously brand loyal informants who answered questions concerning their brand satisfaction and brand loyalty towards brands within the clothing industry. The results demonstrates that there are significant differences in the interplay on the individual level, though most of these can be explained through previous research. Furthermore, there is considerable differences between interplay that can be explained by the brand loyalty levels of the informants. The interplay was clear amongst manifestly brand satisfied consumers. Subcategories to mental brand loyalty influenced both brand loyalty and brand satisfaction and the identification-subcategory had a distinct influence on the reasoning of all consumers.