published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / China Area Studies / Master / Master of Arts

Our purpose of this paper is to seek an understanding of which service quality factors that affects customers in their decision making progress regarding purchasing financial services such as pension products. We also seek to evaluate the different service quality factors by compare their relative strength against each other. The study aim to investigate if there are any connections between customer behavior variables such as gender, age and income in comparison to these service quality factors related to pension products.The findings aim to help a small financial institute such as our case company Plain Capital to understand how their customers experience service quality regarding pension products. In order to find empirical results we conducted a qualitative research as well a quantitative research. The qualitative research employed both a focus group interview with pension savers and an interview with our case company Plain Capital. We were able to identify the service quality factors for pension’s products with help from the focus group interview. The quantitative research employed a visited survey, which measure connections between customer behavior variables such as gender, age and income in comparison to these service quality factors related to pension products. The qualitative endings show that the service quality experience regarding pension products is based on eight service quality factors. The eight service quality factors identified in this study are physical environment, Webb environment, phone environment, financial performance, pension advising, level of individualization, characteristics of financial advisors and level of feedback. The quantitative findings show that characteristics of financial advisors are the one with the highest average out of the eight service quality factors, followed by level of individualization and Webb environment. The hypotheses tests show that there are four significant connections between the eight service quality factors and consumer behavior variables. This study identifies eight service factors that together represent the total service quality for pension products in Sweden. The financial institutions that offer pension products can, by improving these eight service quality factors, increase their customers perceived service quality. The finding of this study shows that small and local companies like our case company Plain Capital should focus on their characteristics of financial advisors to build a long term customer relations, increase their individualization in their offers depending of gender and level of income and finally increase their quality of their Webb environment in order to expand in new geographical locations.

The primary aim of this thesis is to apply chaos theory to consumer behaviour research. Chaos theory is essentially a theory of time series. The specific focus is product choice consumption behaviour. The conceptual basis for the work is taken from a theory thus far developed entirely outwith the topic focus of consumer research and marketing. The concepts and methods developed by chaos theorists in the natural sciences and some social and behavioural sciences are synthesised with concepts and methods from consumer research. The objective is to both shed light on the consumption process and explore the potential of chaos theory in this field. Ultimately the work attempts to address the question of whether consumer behaviour can be 'chaotic' as described by chaos theory.In order to facilitate these objectives a diary study was conducted using sixty respondents. They were required to record their consumption of branded products for a period of three months. Five product categories were used with informants recording consumption of only one product type (twelve informants in each group). The product groups were as follows: soft drinks; savoury snacks; beer; chocolate snacks and packaged yoghurts and desserts. The data was coded and analysed by methods selected prior to data capture: weighted time series, spectral analysis and phase space analysis. One of the principal findings of the research was that distinctive forms of behaviour were identifiable within the data set as a whole from which a five-fold typology is proposed. However the complexity and individuality of the forms was marked despite this apparent typology. The spectral analysis shows little evidence of regular or periodic patterned behaviour; the series are essentially aperiodic. The phase space analysis reinforces and enhances the analysis of the weighted time series and suggests the series tend more towards chaos than ordered behaviour. The series obey certain 'rules' (i.e. they are 'randomised' but not random) consistent with the existence of determnistic chaos. Moreover they appear globally stable and locally unstable. These findings have a number of implications for various areas of consumer research (e.g. varety seeking, loyalty and other aspects of consumption) and successfully extend the application of chaos theory to another area of human behaviour research.

Coupons are one of the most popular and attractive tools of promotion. Redeeming coupons makes shoppers feel that they are doing something good for their family's budget, because coupons offer 'savings.' On the other hand, a coupon might have several negative effects on purchase behavior as well, which might 'devalue' the promoted product in the consumer's perception. But a review of the literature shows a lack of attention afforded to the above-mentioned aspects of coupon redemption. In addition, the consumer's coupon redemption behavior is moderated by several factors drawn from research in the fields of market pricing, economics and psychology, each of which have contributed to the current study in their own way. Finally, there does not exist any substantive research as to why coupon redemption rates have been on the decline, despite an increase in distribution of coupons. Therefore, this research not only fills existing gaps in the literature but also enriches it by synthesizing views from different academic disciplines. This dissertation concentrates on grocery products. Data is collected from about 2500 adults, primarily residing in the Dallas-Fort Worth area. The conceptual framework is based on the theory of reasoned action, which suggests that an individual's beliefs influence his/her attitude towards the consequences of actions, and attitudes, in turn, influence the individual's actions. Toward this end, the model incorporates intention to redeem coupons, intention to keep or spend savings and intention of how to spend savings from coupon redemption as the dependent variables, and several other independent variables. Behavioral independent variables are measured using items borrowed from established scales, as well as those developed exclusively for the current study. Standard statistical tools such as factor analysis and accepted measures of reliability and validity (Cronbach's alpha) are applied and reported, while structural equation modeling has been used to re-validate certain findings. Multivariate regression is applied for testing the hypotheses. Results indicate that several psychological (e.g. arousal-seeking, novelty-seeking tendency), socio-economic (e.g. income effect, opportunity cost) and behavioral factors (e.g. savings propensity, switching behavior) influence the individual's intention to redeem a coupon. The current research offers several academic and managerial implications, while providing promising prospects for further studies.

No description available.

Aquaculture and fisheries hold promise for supplying a growing world population with healthy food produced without undermining the earth’s carrying capacity. However, just as livestock production and agriculture, seafood production can have negative environmental impacts and if a continuous or even increased supply is to be guaranteed, the pressure on affected ecosystems needs to be limited. Due in part to a perceived failure of other governance mechanisms in improving the environmental performance of the sector, a large number of voluntary market based standards for farmed and wild caught seafood have been developed. Nonetheless, the knowledge base on the extent to which implementation leads to environmental improvements remains limited. Moreover, the role of consumers in driving demand for eco-labeled seafood is presently an under-researched area. This thesis aims at reducing this knowledge gap through an examination of the potential environmental effectiveness of aquaculture eco-certification and internal, psychological variables predicted to be of importance for sustainable seafood consumption. Put differently, what is the potential of eco-certification in greening the blue revolution and fuel ‘turquoise growth’, and how can consumer demand be spurred? In Paper I, the role of eco-certification in improving the growing aquaculture sector at large was explored. Results showed that environmental effects at global scale likely will be limited due to e.g. partial coverage of species groups and environmental impacts, and a lack of focus on Asian markets and consumers. In Paper II the environmental performance of eco-certified and non-certified mangrove-integrated shrimp farms in Vietnam was compared by using Life Cycle Assessment and put in relation to conventional, more intensive farms. While there was no substantial difference between certified and non-certified farms in terms of environmental impacts, emissions of greenhouse gasses were higher for mangrove-integrated than conventional farms due to mangrove land use change. The results from Paper III demonstrated that the body of literature investigating ecological effects of seafood eco-certification is limited. ‘Spatially explicit ecosystem service information’ (ES-information) on e.g. key ecosystem services and biodiversity in a given area is suggested to have potential to improve sustainability standards. Taking guidance from the pro-environmental behavior literature, consumers in Stockholm, Sweden were consulted on awareness of and attitudes towards eco-labeled seafood (Paper IV-V). Two variables, concern for environmental impacts and knowledge about seafood eco-labels were the best predictors for stated eco-labeled seafood purchasing. Moreover, there seemed to be a misalignment between consumers’ expectations on eco-labeled food in general and certification requirements for eco-labeled seafood. From this set of findings, a number of improvements of current seafood eco-certification are suggested. First, include an LCA-perspective in standards to a higher degree than presently done and provide readily available ES-information in the implementation and evaluation phase of certification. Second, introduce standardized mechanisms for capturing potential environmental improvements over time. And finally, stimulate demand by targeting Asian consumers and markets as well as strengthen consumer eco-label awareness and emotional involvement. / <p>At the time of the doctoral defense, the following paper was unpublished and had a status as follows: Paper 5: Manuscript.</p><p> </p>

The aim of this study is to analyze factors that affecting consumers to drink coffee, based on two case studies in University of Gävle in Sweden and Zhuhai College of Jilin University in China.The study was conducted with mixed research methods. A questionnaire survey was designed as a pre-study to get a general idea and the interviews were designed based on the result of survey in order to gain more detailed information and explanations from the respondents. All the data are shown by tables or diagrams or histograms. University students in two different culture participated in survey and interviews, a comparison perspective for cross culture was mentioned in this study. As for Result &amp; Conclusions, both external factors (culture, price and people around) as well as internal factors (personality, psychological influence, learning and knowledge) impact the consumer‟s behaviors that are shown in different consumption characteristics. Take all in account, these factors could have an effect on university students to drink (or not drink) coffee in Jilin University and University of Gävle. And Contribution &amp; implication, the comparison of coffee drink between Chinese culture and Swedish culture is the most attractive contributions, supplementing the related study. Price issue was considered as the important factor that affecting the consumer to choose coffee, thus suggesting the managers to focus on the coffee price. In addition, the effective way to explore coffee market in China or Sweden is to know better of the consumers. Suggestions for future research, other consumer groups are missing given the study only focus on the university students. Also tested with more sample sizes of survey andIIinterviews are recommended in the future research so as to make it even valid and reliable.

Half Price Books, Records, Magazines, Inc. (HPB), fills a unique niche by selling a variety of new, used and rare merchandise primarily in their chain of 116 stores in sixteen states and online. The company has noticed increased mobile device use among customers in their stores while sales have declined in recent years. To remain viable HPB is attempting to adapt to market forces in a timely manner while remaining continually interested in growth and innovation. A major part of adapting, growing, and innovating is the adoption and astute utilization of technology in-store and a more complete understanding of their customers’ activities and preferences. The goal is to make Half Price Books a more technologically savvy destination for shopping, community events, and entertainment. One purpose of this study is to give the company a better idea of how customers use technology in searching for merchandise including information searches generated in-store from mobile devices and how customers use the internet to find merchandise prior to and following their experiences in HPB’s stores. Another important purpose is to also determine what kinds of events such as book signings, poetry readings and other special events customers would like to see at Half Price Books, since the company has indicated a strong desire to provide fun and memorable experiences as well as products. The major research aims of this study are (1) To explore how customers use technology in searching for books in relation to two Half Price Books locations in Arlington, Texas and (2) To determine what customers want in terms of in-store events at these same locations.