This research investigated the ability of online video to mediate the development of trust in the e-merchant, against the following objectives: (1) determining the drivers of consumer trust in an online environment, (2) investigating the perception of trust in an e-merchant in the absence of video, (3) investigating the perception of trust in an e-merchant in the presence of video and (4) investigating the impact of video mediated trust drivers on the consumer’s willingness to purchase and recommend the e-merchant. The research recommends that businesses in a ‘clicks’ environment, or those in a mortar & bricks environment that maintain a degree of online presence, would do well to consider the prominent usage of video on their websites as a means of mediating trust between the consumer and the online brand.

This research aims to investigate the role of consumer engagement in influencing loyalty and word-of-mouth through a user generated brand community on Facebook by collecting evidence from both quantitative and qualitative studies. A quantitative study is adopted to test the engagement dimension and its relationships with other constructs, such as participation, loyalty, and word-of-mouth, with a sample size of 551 collected among Facebook users in the UK. The empirical analysis from the quantitative data supports the ABC (i.e., affective, cognitive, and behavioural) dimensions of engagement as assumed in the study and finds a positive relationship between engagement, participation, loyalty, and word-of-mouth. Similarly, a qualitative study is adopted in the form of a semi-structured interview held with six user Apple brand champions from an Apple user generated online brand community on Facebook. A thematic analysis is conducted to analyse the engagement dimensions and their relationship to participation, loyalty, and word-of-mouth. In addition, the application of both the methods (i.e., the quantitative and qualitative studies) to investigate the main aim helps the research to attain complementarity. The combination of both methods provides evidence to justify the engagement dimensions and their relation to participation, loyalty, and word-of-mouth. The quantitative study supports the argued engagement dimensions and their relationship with other constructs, whereas the qualitative study explores other components of engagement and their relationship with similar constructs, as well as helping to enhance the relationships and dimensions of engagement. Moreover, this study contributes to marketing literature by empirically validating customer loyalty and word-of-mouth as outcomes of customer participation and engagement. No study so far has empirically investigated the effect of customer engagement on loyalty and word-of-mouth in a user-generated online brand community context. This enhanced understanding of vigour, personal identity, attention, absorption, sharing, and learning suggests that marketers should concentrate on the type of information presented, as well as the format in which information is presented outside the company’s networks. Community markers, such as feelings, emotions, excitement, contribution, and interaction with peers, contribute significantly to engaging and influencing loyalty and word-of-mouth with both the brand community and the brand itself.

Celebrity endorsement has received academic attention since the 1970s and it has widely been used by companies in their marcom (marketing communications) activities as an effective strategic tool to promote their brands, companies, products and services. Instead of only being appointed as endorsers, this new phenomenon sees how celebrities have changed their roles as human brands and are now better known as celebrity brands. Celebrities, as they are known today, are progressively becoming brands in their own right (i.e. celebrity brand), have their own value, owning their own products and/or services and businesses/companies (i.e. corporate brand), and endorsing other corporate brands too. Companies use celebrity endorsements to position and communicate their individual/product brand image to consumers at large. However, due to the changing marketing environment (from traditional to digital marketing), companies are finding that their communication through celebrity endorsements have become costly and less efficient when trying to project a coherent corporate image and reputation across various audiences. Rather, the new trending phenomenon of celebrity chefs may achieve the desired effect. Unlike other human brands such as CEOs, athletes or artists, which roles limit to either personal or corporate roles, celebrity chefs are unique as they encompass both. Furthermore, they also endorse other brands and corporate brands simultaneously, enabling them to project their own personal and corporate brand as well as the brand they are endorsing. Hence, this study's novelty lies in the exploration and development of the celebrity chef concept at both the product and corporate brand level of their 'own' and 'endorsed' activities (termed as celebrity corporate brand or CCB in this study); and operationalises the CCB concept. The study aims to investigate whether a change in the celebrity brand roles by addressing both traits (human personality) and states (brand personality) and by associating it at the corporate brand level, given the best contextual setting, is one of the possible ways to strategically use celebrity brand beyond endorsement in marcom activities. The study has three objectives, which are: 1) to explore the concept of celebrity brand at a corporate brand level, known as Celebrity Corporate Brand - CCB; 2) to investigate the impact of CCB on attitudinal (identification, image and reputation) and behavioural (loyalty) outcomes (termed as corporate brand enhancement); and 3) to develop a holistic conceptual model to understand the consumers attitudinal and behavioural response and association impact of celebrity brand at corporate brand level named as Celebrity Corporate Brand Association Impact on Corporate Brand Enhancement Model. A mixed method approach was employed by using qualitative data (netnography - Study1; and in depths interviews - Study 2) as well as quantitative data (population-based survey experiments - Study 3). A qualitative approach is used to explore the concept and dimensions of CCB, which is later used to assist the items and measure development for Study 3. Data collection was done covering samples selection from the United Kingdom and Malaysia. Random sampling is used to select respondents that fulfilled the criteria required for the study. The study finds that CCB represents and carries his Personal Brand, Product/Service Brand and Corporate Brand. CCB Product Brand refers to the celebrity chefs own developed products and services which are their foods, cookbooks, kitchen utensils. CCB Corporate Brand refers to the celebrity chefs' businesses, corporations and companies such as their restaurants, colleges and programs. CCB is further conceptualised through the CCB's Authentic and Functional Quality, CCB's Cognition and CCB's Personal Quality. The CCB's Philosophy also projects the celebrity's own corporate brand and endorsed activities. CCB Personal Brand refers to the celebrity chefs' traits such as their interpersonal skills and quality, symbolic value and authenticity; and their and their personality states such as enterprising and technical quality. Theoretically, the research is novel in four different ways: 1) it offers a fresh insight to scholars and practitioners in celebrity endorsement, human or celebrity brand, into how to address the new phenomena of changing consumer and celebrity roles by going beyond the celebrity endorsement concept (i.e. via CCB); 2) it explores, develops, defines and provides measures for the newly developed CCB concept; and 3) it extends the nascent literature on celebrity brand, which explores mainly at product brand level, to corporate brand level (celebrity with personal brand also owning corporate brand), and 4) it test CCB empirically and further investigates its relationship in terms of both attitudinal and behavioural outcomes in an effort to enhance corporate brand (corporate brand enhancement process). Previously, studies on celebrity endorsement only look at the use of celebrity as an endorser and discussion in this area is made based on the Source Model which only discusses the personality traits of the celebrities. In addressing the changing roles of celebrities (having personal brands, product brands and corporate brands), this study defines CCB by including both the celebrity brand personality traits and states and researching its impact on corporate brand enhancement. Furthermore, this study looks at both the attitudinal and behavioural outcome of the CCB on multiple stakeholders (celebrities, consumers and endorsed corporate brands). Methodologically, the study contributes in three ways: (1) a new context (celebrity chefs) is chosen to add new insights to celebrity branding literature; (2) approaching the research with three different studies, namely Study 1- netnography; Study 2 - in depths interviews; and Study 3 - population-based survey experiments; and (3) the inclusion of multiple stakeholders as the samples. Practically, the study proposes marketers to select a new type of celebrity: one that has a personal brand of their own, own product and/or corporate brand to increase the promotional marketing campaign success. Thus, both parties need to work together to build upon their brand strategy to ensure that the consumer identifies closely with them, thereby enhancing their image and reputation and subsequently increasing brand loyalty to the advantage of both parties. Interestingly, once CCB has built upon reputation, this guides the business and marketers to carefully select them in the hope of enhancing its corporate brand. The study's findings also demonstrate that it is essential to address various audiences in this new era by designing an appropriate positioning and communication strategy. The results will assist businesses and organisations in the context of defining and developing strategy alongside celebrity chefs (as the CCB) with their businesses and the endorsed corporate brands.

Gong, Yuanyuan. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2009. / Includes bibliographical references (leaves 80-93). / Abstract and some appendixes also in Chinese. / LIST OF TABLES --- p.ii / LIST OF FIGURES --- p.iii / ABSTRACT --- p.iv / ABSTRACT IN CHINESE --- p.vi / ACKNOWLEDGEMENT --- p.vii / Chapter CHAPTER 1 --- INTRODUCTION --- p.1 / Chapter 1.1 --- Problem Statement --- p.2 / Chapter 1.2 --- Research Questions --- p.3 / Chapter 2.1 --- Turnover Study --- p.7 / Chapter 2.1.1 --- Antecedents --- p.8 / Chapter 2.1.2 --- Processes --- p.10 / Chapter 2.3 --- Five-Factor Model of Personality --- p.13 / Chapter 2.3.1 --- Five-Factor Model and Turnover --- p.14 / Chapter 2.2 --- Job Embeddedness --- p.18 / Chapter 2.2.1 --- Links --- p.18 / Chapter 2.2.2 --- Fit --- p.20 / Chapter 2.2.3 --- Sacrifice --- p.21 / Chapter CHAPTER 3 --- HYPOTHESES DEVELOPMENT --- p.23 / Chapter 3.1 --- Five-Factor Model and Job Embeddedness --- p.23 / Chapter 2.4.2 --- Extraversion --- p.28 / Chapter 2.4.3 --- Conscientiousness --- p.30 / Chapter 2.4.4 --- Openness to Experience --- p.33 / Chapter 2.4.5 --- Agreeableness --- p.35 / Chapter CHAPTER 4 --- METHOD AND RESULTS --- p.38 / Chapter 4.1 --- Study 1 --- p.38 / Chapter 4.1.1 --- Participants and Procedure --- p.38 / Chapter 4.1.2 --- Measures --- p.40 / Chapter 4.1.3 --- Results --- p.43 / Chapter 4.2 --- Study 2 --- p.51 / Chapter 4.2.1 --- Job Embeddedness as a Mediator --- p.51 / Chapter 4.2.2 --- Participants and Measures --- p.60 / Chapter 4.2.3 --- Results --- p.60 / Chapter CHAPTER 5 --- DISCUSSION AND CONCLUSION --- p.71 / Chapter 5.1 --- Key Findings --- p.17 / Chapter 5.2 --- Implications --- p.76 / Chapter 5.3 --- Limitations and Future Directions --- p.77 / REFERENCES --- p.80 / APPENDIX A Questionnaire used in this study (English version) --- p.94 / APPENDIX B Questionnaire used in this study (Chinese version) --- p.97

El presente trabajo tiene como objetivo lograr la fidelización de los clientes, respecto al servicio y a los productos que ofrece el restaurante, debido a que no existe una adecuada relación entre los clientes y el restaurante. The present work aims to achieve customer loyalty, regarding the service and the products offered by the restaurant, because there is no adequate relationship between customers and the restaurant

The average South African tertiary student spends more than the average South African individual each month, making them a valuable market to be understood by retailers. One technique retailers use to differentiate themselves from the increased competition is by relationship marketing through loyalty programmes. Research on the topic of loyalty programmes increased rapidly over the last decade. The problem, however, is that the majority of past research on the subject of loyalty programmes only focused on what happens after customers have already joined a loyalty programme. Little research exists regarding the factors that influence subject participation in loyalty programmes. Furthermore, to date no research study has investigated factors that might influence loyalty programme participation among South African students. The purpose of this study was to understand the tertiary student market by building on the research of De Wulf et al. (2013:69-83) as a vital study to explore factors that might influence them to participate in retail loyalty programmes. An exploratory study was conducted, in which data was collected from students studying at Pearson Institute of Higher Education/ CTI Pretoria by means of self-administered questionnaires. The study followed a quantitative research approach, in order to satisfy the research objectives. The results of the study indicate that the top four characteristics most likely to influence students to participate in a retail loyalty programme, include: a loyalty programme where you receive immediate discounts on certain items at purchase; a loyalty programme that allows you to use your loyalty card at more than one retailer; a loyalty programme with unlimited duration on the usage of benefits or rewards; a loyalty programme that rewards you by giving immediate benefits. / Business Management / M. Com. (Business Management)

Changing workplace conditions have resulted in psychological contracts becoming more transactionally oriented. The current study addresses the question of how the `new' psychological contract affects organisational commitment. In particular, it seeks to analyse the relationship between the form of the psychological contract (relational/transactional) and type of organisational commitment (affective, continuance, normative).Data were collected from 210 randomly selected participants using the Psychological Contract Scale (PCS), and the Measure of Affective, Continuance and Normative Commitment Scale (MACNCS). The Career Commitment Scale (CCS) and the Positive and Negative Affect Schedule (PANAS) were administered and information gathered regarding overall job satisfaction, age, gender, contract type, position held, industry sector and length of employment.The major findings from this study is that there are positive relationships between relational psychological contracts and affective commitment (â = .653, p < .05), continuance commitment (â = .222, p < .05) and normative commitment (â = .476, p <.001), and a negative relationship between transactional psychological contracts and affective commitment (â =148, p < .05), after controlling for various background and employment characteristics. This research increases the understanding of how employees commit to an organisation during times of unstable and changing employment conditions.

Abstract not available

E-commerce is increasingly recognised as an integrated, rather than independent, part of the retail industry. As online competition grows and online marketing activities intensify, the importance of customer loyalty in e-retailing has also taken central stage in marketing research. This study explores the nature and characteristics of e-loyalty and its direct and indirect antecedents. Drawing from the literature on customer loyalty in the traditional, offline business context, it contends that e-loyalty is determined primarily by the quality of the relationship between an Internet retailer and its customers, and the customers' overall satisfaction with the retailer. Relationship quality, in turn, is influenced by the levels of perceived safety, trust and commitment that customers have in relation to their retailer, while service quality, Web site quality and value perception contribute to overall customer satisfaction in this context. Thus, relationship quality and overall satisfaction mediate the relationship between e-loyalty and its indirect predictors. To test these relationships, over 500 customers of four Australian Internet retailers were surveyed online. The questionnaire contains 92 indicators that have been either employed in prior research, or newly developed based on existing theory. These indicators were first factor analysed to determine the underlying dimensions of the research constructs. The relationships between these constructs were subsequently tested using structural equation modelling (SEM). In general, most hypothesised relationships were well supported, suggesting a consistency in the relationships between these constructs across online and offline settings. To this extent, the results indicate that existing offline marketing theories can provide a platform to create a body of knowledge pertinent to Web-based marketing. The results of the analysis, however, also show that not all hypothesised relationships could be upheld. Also, the findings indicate that the dimensionality of some constructs differs, to varying degrees, from what is reported in prior studies. These suggest that online consumer perception and behaviour are likely to differ, in some way, from those in the offline context, signalling a need for more context-specific research into this domain. On the whole, the study confirms the existence and benefits of customer loyalty in online retailing. In addition, it identifies four underlying dimensions of e-loyalty. Dimension 1 comprises behaviours commonly cited as the most prominent and beneficial indicators of customer loyalty (such as repurchase behaviour and word-of-mouth communication). Dimension 2 reflects the level of attachment that loyal customers feel towards their retailers. Dimension 3 indicates customer willingness to adjust their consumption patterns in favour of the retailer's range of offerings. The last dimension is related to customer willingness to move beyond a pure buyer-seller relationship, and to engage in partner-like behaviours (e.g., tolerating mistakes and providing feedback). With regard to relationships between the research constructs, the SEM results confirm that service quality, web site quality, and value perception are major predictors of overall satisfaction, while trust and commitment, but not safety perception, are antecedents of relationship quality. E-loyalty is not found to be significantly affected by overall satisfaction, whereas relationship quality only has a slightly noticeable impact on this construct. The findings thus fail to support the notion that customer satisfaction and relationship quality are two major antecedents of e-loyalty. The results also do not support the speculation that satisfaction and relationship quality are the main mediators of the relationship between e-loyalty and its primary antecedents. On the contrary, e-loyalty is found to be influenced directly by customer commitment, value perception and service quality, and indirectly by Web site quality, safety perception and trust. With online shopping growing in popularity, insights into the dimensionality of e-loyalty, as well as the factors that engender e-loyalty, can provide a useful framework on which appropriate marketing strategies could be developed to enhance the loyalty of online shoppers. To this extent, findings from this research are meaningful not only for marketing academics but, also, for Internet retailers.

This thesis evolves around image and its significance while developing customers' loyalty and increasing company's competitiveness in a highly competitive market. The topic is studied in-depth from the organisational perspective and delves into the differing motivations of hotel operators towards shaping favourable image as well as examining how the hotel's image affects customer loyalty and helps the company to increase its competitiveness. Finally, it analyses and compares which public relations tools are the most effective in the process of image creation and developing customer loyalty. From this perspective image becomes a central issue impacting company's future growth, performance and finally success. The research was conducted on the Auckland international hotel chains. Auckland hosts numerous conferences and events that drives demand for accommodation and in a way, creates a conducive environment to hotel operators for future expansion. Thus, hotels compete strongly with one another constantly looking for a competitive advantage by growing their customer base. My thesis outlines the hotels' management efforts and analyses their strategies in the context of changing customers' demands and market trends.With respect to methodological issues, my thesis is based on a qualitative approach and follows an interpretivist paradigm. The research background has been delineated as have been my respondents' profile to provide additional information about the organisation they represent. The research findings described at the end of this thesis document how important image is for a modern hotel and what initiatives should be followed to ensure success. Image and loyalty are closely interrelated as positive image affects customers' loyalty. In order to achieve a balance between sustaining a competitive advantage and increasing loyal customer base a number of managerial implications have been discovered. Detailed analysis of these findings may help the companies to establish a more favourable position in the global market and create mutually beneficial relationships which further help the organisation to grow.Having aimed at exploring the importance of image as a medium that affects company's competitiveness and customers' loyalty towards brand, this study has provided some useful indications for hotel companies as to what should be undertaken to gain loyal customers and improve company's performance on the market.