Consumer satisfaction is a central topic in marketing. In the literature, a variety of conceptual models have been developed to capture the satisfaction formation process, with the dominant framework being the disconfirmation paradigm. However, despite its widespread acceptance and support, there is still a lack of clarity, especially regarding the role and relative importance of perceived performance in determining satisfaction. It has been suggested that satisfaction research has advanced into a stage where potential moderator variables need to be examined in order to explain previous mixed findings. The current research proposes a contingency model of the satisfaction formation process, which posits that the nature of the relationships between satisfaction and its two key antecedents (i.e., perceived performance and disconfirmation) is contingent on one situational moderator (ambiguity) and two individual moderators (experience and involvement). Empirical testing of the model is in the form of a cross-sectional survey in China's mobile phone services industry using a convenience student sample obtained from one Chinese university. The results show that both disconfirmation and perceived performance have a direct impact on satisfaction under conditions of low experience or high involvement, whereas satisfaction is solely determined by perceived performance in situations of high experience or low involvement. In addition, the results also support a joint moderator influence of ambiguity and experience on the relationships between satisfaction and its antecedents, which is especially true in the case of high ambiguity and low experience.

In today???s highly competitive business environment, client perceived value has become increasingly important to practitioners and business researchers as it is believed to be central to client decision-making, satisfaction and client retention. However, there are few insights as to what constitutes client perceived value and what are its antecedents, especially in the context of international, professional business-to-business (B2B) services. This study thus addressed two key questions: (i) what are the antecedents of client perceived value in an international, professional B2B service setting?; and (ii) how do these determinants influence client perceived performance and value under different contingency conditions (e.g., perceptions of country-oforigin (COO) and client experience)? The research was undertaken in two phases: Phase 1 included a literature review covering services marketing, international marketing, resource-based theory, contingency theory as well as an exploratory research amongst eight dyadic case studies. The objectives were to identify the key variables that contribute to client perceived performance and value; to fine tune the key constructs adopted from the literature; and to verify the linkage between the resource-based view (RBV) of a firm and client perceived value. By drawing on the theories mentioned above, and the results from the exploratory research, a conceptual model and a series of hypotheses were developed. The data used to test the model in Phase 2 was collected from 218 client firms in both Malaysia and Thailand. The data was collected through a mail survey with a net response rate of 32.9%, and was analysed via structural equation modelling, regression analysis and subgroup analysis. The results show that the key antecedents of perceived performance which in turn drives client value, included technical skills, customer orientation, innovation and firm reputation. The findings also suggest that COO moderates the relationships between these antecedents and perceived performance, while client experience moderates the association between perceived performance and value. The results provide a better understanding of value perceived by the B2B clients in an international setting. The academic contributions of this thesis are: the linkage of RBV and the services paradigm in an international context; the understanding of client perceived value and its antecedents; and the establishment of metric equivalence of measures employed across two countries (Malaysia and Thailand). Finally, the managerial contributions include guidance for exporting firms in terms of resource allocation to achieve competitive advantage; utilising the COO effect in promotion; and managing client value perceptions in international markets.

The term `quality' is regularly used by those who produce, promote and consume wine. However, the nature and features of wine quality are rarely explained. This study was designed to explore what drinkers consider to be the nature of wine quality and what they believe its features to be. Focus groups and individual and small group interviews were used to explore the conceptualisation and dimensions of wine quality, how that quality is assessed, and what its relevance may be. There were 105 informants, sourced from three states across Australia primarily by utilising friends and acquaintances of the researcher. Informants included consumers with a wide background of consumption practices and involvement levels, and also producers and those involved generally in the marketing, selling and promotion of wine. The study viewed wine as an aesthetic or quasi-aesthetic object and therefore also investigated drinkers' more general perceptions of the links between wine and other aesthetic products, placing the understanding of quality within that context.

During the late 1990s and into the new millennium, excessive claims were made about the internet as an emergent arena of commercial transactions. Electronic commerce, or e-commerce, was deemed elemental to a fundamental shift in economics. However, it was also implicated in a shifting dynamic in which the relative power of producers was diminished in favour of that of consumers. In industry literature, the e-commerce consumer was, and remains, typified as 'empowered'. This study explores this portrayal, examining the socio-historical foundations for its implementation, and also the role of this characterisation within contemporary power relations.

Thesis (M.Sc.)--North-West University, Potchefstroom Campus, 2005.

Thesis (Ph. D.)--University of Rhode Island, 2006. / Typescript. Includes bibliographical references (leaves 128-148).

Purpose: The growth in obesity rates across the United States has been associated with increased consumption of energy dense meals consumed away from home. In an effort to help consumers make healthier food choices, some state law makers have begun to require the inclusion of nutrient information on fast food and chain restaurant menus. The objective of this research was to discover whether a consumer demand exists for healthier menu options and for disclosure of nutrient information on restaurant menus. Since much of the previous research has been concerned with fast food dining, this research was focused on examining the preferences and behaviors of diners at non-fast food restaurants. Methods: Eighty-four adults completed self-administered questionnaires during public expositions in the metropolitan Atlanta area. Results were tabulated frequencies and percentages. Comparisons were examined between gender and dining-out frequency categories. Results: Approximately 76% of participants indicated they had been concerned about ordering healthier menu items during the preceding month. Eighty-seven percent indicated a desire for disclosure of at least one specific nutrition fact on restaurant menus. Ninety-two percent indicated they would at least sometimes order menu items denoted as healthier on a restaurant menu. Women were more consistent than men in their demand for healthier food qualities. Conclusions: Results suggest that consumer demand does exist for healthier menu options and for nutrient information on restaurant menus. Further research will be necessary to determine how access to nutrient information will affect consumer choices.

One trend that is becoming overwhelmingly popular in mainstream America, particularly among the youth (prior to and as they enter the workforce) is getting tattoos (Armstrong, Owen, Roberts, & Koch, 2002; Chivers, 2002; Laumann & Derick, 2006), yet there is little empirical evidence on the impact of having tattoos in an employment context. The current dissertation sought to understand this impact by examining the influence of employee tattoos on customers’ stereotypical perceptions, attitudes toward the employee, organization, and products, and behavior toward the employee and organization across two studies. In the first study, customers viewed a marketing video in which the employee either had a visible tattoo or not. Customers reported more stereotypical perceptions of tattooed (versus nontattooed) employees, such that they perceived the tattooed employee as possessing more artistic traits, having a less favorable appearance, and being risker. Stereotypical perceptions of artistic traits were the strongest, and these perceptions mediated the relation between tattoo presence and evaluations of the employee, organization, and product. In a second field study, employees (who either had a tattoo or not) sold restaurant cards to customers at a convention to raise money for a charity organization. Results showed that customers engaged in more avoidance behaviors with tattooed (versus) nontattooed employees; however, there were no significant differences in purchasing behavior based on tattoo presence. The results of both studies provide insight into a mechanism for how tattoo presence impacts customers’ reactions to employees, organizations, and products. Implications and future research ideas are discussed.

Abstract Problem: CSR appears frequently in various kinds of reports of different corporations. However, managers are confused about how to practice CSR strategically. Little is known about consumers’ awareness of CSR and how consumers react toward socially responsible corporations and their products. The cosmetic industry has been criticized a lot on CSR because of unethical and unsustainable business activities. Renowned companies in the cosmetic industry are working on different CSR initiatives, but no single study has been done on CSR and its impact on consumer behavior in the cosmetic industry. It is of critical importance to investigate consumers’ awareness of CSR, and to explore consumers’ attitudes and tendency of purchase behavior toward CSR in the cosmetic industry. Purpose: The purpose of the thesis is to investigate consumers’ awareness of CSR in the cosmetic industry and channels consumers get CSR information from. Furthermore, the aim is to investigate consumers’ attitudes on different CSR activities and how consumers’ purchasing behaviors are affected by these CSR activities. Theoretical perspective: The study combines stakeholder theory with theory on CSR’s impact on consumers’ attitudes and behavior. It refers to consumers as one important stakeholder group for a corporation. Method: A quantitative method is used in the study. Primary data of consumers’ awareness of CSR, consumers’ attitudes and tendency of purchasing behavior were collected through an online questionnaire. The results of the questionnaire were analyzed and interpreted. Conclusions: Consumers get CSR information of the cosmetic industry from different channels. Consumers’ CSR information about the cosmetic industry is between “poor” and “average”. They expect cosmetic companies to communicate more about CSR with the public. CSR is not an important factor that influences consumers’ purchase decision. However, consumers are willing to pay more for cosmetic products made in socially responsible ways. Consumers believe it is important that cosmetic companies fulfill their legal and ethical responsibilities, but they do not ask cosmetic companies to be philanthropically responsible.

The purpose of this paper is to present an alternative perspective of marketing, which is lookingat the concept from a macro point of view, with a chosen country-Vietnam. There are three maingoals that this investigation strives to achieve. In specific, it aims first to observe whether theVietnamese consumers have favorable or unfavorable attitudes towards the marketing systemthat currently operating nationally. This is reached through an application of ICSM model, whichbased very much on the famous marketing mix paradigm (4Ps).The second purpose of this thesis is to test whether Vietnam market exist the relationshipsbetween consumers’ sentiment toward marketing practices and customer satisfaction. Theapplied models in this case are Kano Model and ACSI model where it proposed that therelationship exits. Thirdly, as Vietnam is a developing country, the role of government isexpected to have an effect on the issue of marketing practice, which implicitly can influence thevariables of consumer attitude and consumer satisfaction. Therefore, we took this opportunity todetermine whether it is the case and reflects that with results from previous studies.And above all, demographic factors including age, gender, education background, andoccupation are tested against the three main variables of attitude, satisfaction, and government.To achieve all the three main goals, we adopt quantitative research strategy with self-completedquestionnaires. A total sample of 445 respondents is obtained from two biggest cities ofVietnam- Hanoi and Ho Chi Minh City. The analyzed results show that Vietnamese consumersare much more favorable to the current marketing activities, in comparison to other countrieswith well-developed economic situation. Moreover, the results also proved that there is positiverelationship between the two pairs of variable: attitude - satisfaction, and government regulations- satisfaction; while between government and attitude, a negative correlation is found. Finally,the statistics also shows that demographic factors do have correlation on the variables thoughsome are more influential than others.