Introduktion: Att skapa en stark kundupplevelse har inom de senaste åren blivit en fokuspunkt inom marknadsföring bland både ledande företag och forskning. De flesta studier inom kundupplevelse har behandlat kundupplevelsen i fysisk handel och inom e-handeln. Nu har ytterligare en handelsvariant, liveshopping, skapats som ser ut att slå igenom världen över. Precis som kundupplevelsen designas effektivast på ett visst vis när den sker i fysiska handeln och på ett annat vis när den sker i e-handeln, anser vi att det borde finnas en optimal design för kundupplevelsen inom liveshopping. Syfte: Denna studie syftar till att undersöka hur kundupplevelsen i e-handelsformatet liveshopping kan designas för att påverka konsumenters köpintention positivt. Frågeställningar: Hur påverkar konsumenternas kundupplevelse dess köpintentioner vid liveshopping? Vilken roll spelar typ av värd för konsumenters köpintentioner i liveshopping? Vilken roll spelar graden av personlig interaktion för konsumenters köpintentioner i liveshopping? Metod: Denna magisteruppsats använder sig av kvantitativ strategi, deduktiv ansats, tvärsnittsdesign och enkätmetod. Studiens insamlade data analyseras med variansanalyser i SPSS. Resultat: Studien kommer fram till att den underhållande och sensoriska, den informativa samt den sociala dimensionen av kundupplevelsen påverkar köpintentionerna i liveshopping positivt. Studien visar även att desto mer personlig interaktion i liveshopping, desto högre köpintentioner har konsumenterna samt att en produktexpert leder till högre köpintentioner än en influencer. Kunskapsbidrag: Studien bidrar med kunskap om kundupplevelsen i ett nytt ehandelsformat, liveshopping. / Background: Creating a strong customer experience has in recent years become a focal point in marketing among both leading companies and academic research. Most studies within customer experience have studied the customer experience in physical stores and e-commerce. However, a new shopping format, live shopping, has hit the market around the world. Just as the customer experience is designed more efficiently in a certain way when it takes place in physical store and in another way when it takes place in e-commerce, we believe that there should be an optimal design for the customer experience in live shopping.  Purpose: This study aims to investigate how the customer experience in the ecommerce format live shopping can be designed to positively influence consumers' purchase intention.  Research questions: How does perceived customer experience affect purchase intentions in live shopping? What role does the choice of host play in consumers' purchase intentions in live shopping? What impact does the degree of personal interaction have on consumers' purchase intentions in live shopping?  Methodology: This master's thesis uses quantitative strategy, deductive approach, crosssectional design, and questionnaire method. The collected data is analyzed with variance analysis in SPSS. Conclusion: The study concludes that the entertaining and sensory, the informative and the social dimension of the customer experience positively affect the shopping intentions in live shopping. The study also indicates that more personal interaction in live shopping leads to higher purchase intentions. It also indicates that product experts lead to higher purchase intentions than influencers.  Contribution: The study contributes with knowledge about the customer experience in the new e-commerce format, live shopping

Small apparel retailers face extreme competition with larger retailers. Large retailers have the upper hand in resources to stay updated with various trends, specifically social media. Social media has lowered the barriers to enter the retail industry. However, once these small retailers enter, half of them fail because they don't attract and retain customers. Small-medium enterprises (SMEs) greatly impact the economy, so it is important to study various facets of their business to increase performance. The purpose of this study is to investigate customer's development of social capital (i.e. affiliation, responsiveness, shared values, norm of reciprocity) in small apparel retailer's Instagram page that ultimately lead to purchase intentions for the retailer. Perceived benefits (i.e. perceived usefulness, perceived enjoyment) are also investigated in relation to purchase intentions. More specifically, social bonding, brand identification and trust are examined as mediating variables between the perceived level of social capital, perceived benefits and purchase intentions. Over a 3-month period, 200 responses were collected from students at a southern university. The findings reveal that younger customers develop a relationship with retailers on Instagram and it transfers to behavioral outcomes towards the retailer. The theoretical contribution of this study draws from the lack of literature for small apparel retailer and social capital built in Instagram, leading to purchase intentions. Managers can implement the findings into their social media marketing strategies to improve business performance. Lastly, this study has methodological limitations that creates opportunity for future studies.

Recent years have witnessed growing consumer interest in sustainable fashion and circular economy trends that focus on the make, use, and recycling. In several developed countries, consumers are more willing towards second-hand consumption. In India, the consumer attitude towards second-hand shopping has been slightly negative for several reasons. Moreover, India has been subjected to little or no research on consumer behavior. The aim of the study is to examine Indian consumers’ purchasing behavior associated with second-hand fashion in India and Sweden. Therefore, to address this issue and to gain a deeper understanding of consumer behavior while purchasing second-hand fashion, the study employed a qualitative approach combined with a case study research design. The in-depth semi-structured interviews involved fourteen Indian participants living in India and Sweden. The empirical data collected through the interviews were analyzed through thematic analysis, which yielded various themes and sub-themes. Two established frameworks in consumer behavior have been employed in analyzing the themes and sub-themes. The framework developed by Guiot and Roux has been used to confirm the motivational factors towards second-hand shopping. The theory of planned behavior (TPB) framework has been used to understand influential factors on consumer behavior towards second-hand shopping. The Guiot and Roux model analyses three key motivators that persuade consumers to purchase second-hand, which are economic, critical, and hedonic motivators. The theory of planned behavior framework analyses three perspectives of consumers, namely attitude, subjective norms, and perceived behavioral control and its influence on consumer intentions and behavior towards second-hand fashion consumption. The analysis and discussion provide influential factors and barriers towards the purchase intentions of Indian consumers. The study’s findings showed differences in the opinions of Indian consumers living in India and Sweden regarding second-hand consumption in general. While the Indian participants (Non-Buyers) in India refrained from giving second-hand fashion a chance, the Indian participants (Buyers) in Sweden were more open towards second-hand fashion. Different factors affect consumer behavior in different ways; factors like price, purchasing options, quality, and awareness regarding second-hand consumption have a positive influence, whereas factors such as hygiene, fashionability, personal values, and beliefs against second-hand consumption have a negative influence. Based on the findings from the analysis, possibilities to reinforce second-hand fashion consumption in India have also been discussed. Since the study has been conducted in a qualitative way, this paves way for future quantitative verification.

Background: Influencer marketing is a rather new marketing strategy where companies use influencers to promote their products and services on their own social media platforms. Previous studies have shown that companies use influencer marketing for creating purchase intentions for the consumer, whereas other studies have indicated three different characteristics of an influencer, authenticity, attractiveness and trustworthiness, that are important to possess in order to be able to influence its followers, which is why this study wanted to do a combination of these types of studies. Purpose: The purpose of this study is to explain the relationship between influencers’ characteristics and consumers’ purchase intentions. Methodology: This quantitative study used a deductive approach and had an explanatory purpose, along with a cross-sectional research design. This study also presented a new model, including three hypotheses that assumed a positive relationship between the characteristics of an influencer and consumers’ purchase intentions. In order to collect data, a questionnaire was shared online, both through a convenience sampling technique and a snowball sampling technique, which resulted in 195 responses that passed the qualification questions. Findings: Two of the hypotheses within the proposed model were rejected, which meant that Authenticity and Attractiveness of an influencer did not show to have a positive relationship with consumers’ purchase intentions. Hypothesis 3 (H3) was however accepted, and it was shown that 14,8 % of consumers’ purchase intentions is explained by influencers’ Trustworthiness.   Conclusion: This study contributes with the theoretical implications that there is a relationship between the characteristic Trustworthiness of an influencer and consumers’ purchase intentions, along with the managerial implications which helps companies and marketers to know what characteristics to look for in an influencer when they want to create purchase intentions for consumers. Keywords: Attractiveness of an influencer; authenticity of an influencer; influencer characteristics; influencer marketing; influencers; purchase intentions; social media; trustworthiness on an influencer.

This thesis is investigating how consumers’ attitudes on fashion advertisements are affected by the models featured in the advertisements, with the consumers’ own body size being taken into consideration. The topic for the thesis was formed when conducting a thorough literature search, which revealed a gap in research. My study considers consumer behavior in marketing, specifically in digital advertising, which in this case is Instagram. My study aims to identify which model body size is the most suitable and effective one when seeking to target plus-size versus skinny consumers, focusing on the female Generation Z of Finland. Ultimately, my thesis strives to help companies in attracting their desired customer base by creating positive attitudes within the consumers, which can consequently lead to increased purchase intentions. This thesis features the characteristics of a deductive, quantitative, explanatory and cross-sectional study. The data is gathered from 82 female respondents in Finland, within the age range of 18 to 27. A survey is designed to measure their attitudes towards advertisements that feature plus-size models, versus advertisements that feature skinny models. Respondents rate their attitudes towards various Instagram advertisements, and additionally choose whether they identify themselves more with a skinny or plus-size body. The results are analyzed through the Interaction term on Repeated measures ANOVA. With significance found, I proceeded to analyze it further with Post Hoc, which then revealed six new hypotheses to examine. The results of the analysis showed some significant changes between the attitudes of skinny respondents and plus-size respondents. Plus-size respondents showed more positive attitudes towards plus-size models than they did towards skinny models. Equivalently the skinny respondents had a more positive attitude towards skinny models than they did towards plus-size models. This is consistent with previous literature regarding perceived similarity and women wanting to see female portrayals in advertisements that they can personally relate to. Additionally, skinny models caused more negative attitudes in plus-size consumers, and plus-size models caused more negative attitudes in skinny consumers. Fashion industry has received a lot of criticism for their use of thin and highly attractive models, but these results give some evidence and understanding to the statement that skinny models are still effective in advertising. However, this seems to only be the case when marketing for skinny consumers. When considering the plus-size consumers, their attitude was more positive towards plus-size models. That being the case, my study suggests that fashion companies should firstly determine their main target group, and whether it is skinny consumers, or plus-size consumers. Secondly, their marketing strategies should be planned accordingly, by casting the models suitable for the target group.

Le concept de générativité, soit la préoccupation des adultes à l'égard du bien-être des générations futures, a fait l'objet de nombreuses études en psychologie sociale depuis les années 1950. En parallèle, plusieurs entreprises positionnent leurs produits et services comme génératifs, une réalité qui n'a toutefois pas été examinée d'un point de vue académique en marketing. Afin de remédier à cette lacune, nous proposons l'introduction formelle du concept de générativité dans la littérature marketing, ainsi que le développement d'une échelle de mesure entièrement dédiée à la générativité du consommateur. Nous analysons également les effets du positionnement génératif des produits sur le comportement du consommateur. Les résultats de la première étude ont montré que le positionnement génératif affectait positivement et significativement les attitudes envers le message et le produit, ainsi que les intentions d'achat. Ces effets étaient encore plus importants lorsque la publicité ciblait des consommateurs fortement génératifs. De plus, la construction de l'échelle de la générativité du consommateur a mis en évidence la présence de deux dimensions de la générativité : communale et agentique. L'analyse de la validité prédictive de l'échelle a de nouveau montré l'importance de cibler des personnes fortement génératives dans le cas de produits positionnés comme génératifs. Toutefois, l'analyse du type de positionnement génératif, du lieu de contrôle et du revenu familial comme modérateurs n'a pas révélé de relations statistiquement significatives. Notre recherche a néanmoins montré que les consommateurs mariés étaient plus génératifs que les célibataires, et que seules les personnes possédant un revenu familial confortable ou élevant des enfants possédaient un indice élévé de générativité communale. Qui plus est, les pères étaient plus génératifs sur le plan agentique que les mères. Ces résultats pointent également l'importance d'identifier le type de générativité du consommateur (communal ou agentique). / The concept of generativity—that is, adults' preoccupation for the well-being of the next generations—has been the subject of numerous studies in social psychology since the 1950's. In parallel, many companies are positioning their products and services as generative, a reality that has not been extensively studied from an academic perspective in marketing. To remedy this shortcoming, we propose the formal introduction of the concept of generativity in the marketing literature, as well as the development of a measurement scale entirely dedicated to consumer generativity. We also analyze the effects of a generative positioning on consumer behaviour. The results of our first study showed that product generative positioning had positive and significant effects on attitudes toward the ad and the products, as well as purchase intentions. Those effects were even more important when targeted consumers were themselves highly generative. Moreover, the construction of the consumer generativity scale revealed two dimensions for the construct: communal and agentic. The analysis of the predictive validity of the consumer generativity scale has again shown the importance of targeting highly generative people in the case of products positioned as generative. However, the analysis of the generative type of positioning, the locus of control and family income as moderators did not reveal statistically significant relationships. Our research have nevertheless shown that married consumers were more generative than singles, and only people with a confortable family income or raising children had a high index of communal generativity. In addtion, fathers were more generative than mothers with regards to the agentic dimension of generativity. These results also stress the importance of identifying the type of generativity (communal or agentic) demonstrated by said consumers.

La question des effets des actions promotionnelles sur la perception et sur l’intention d’achat du consommateur a marqué son emprunte dans la littérature. Généralement, les chercheurs l’ont traitée de deux manières. Certains d’entre eux ont étudié l’influence globale de la promotion sur le consommateur. D’autres ont exploré l’influence des techniques promotionnelles sur le consommateur. En revanche, jusqu’à présent, le packaging promotionnel n’a pas fait l’objet de véritables investigations dans la littérature. Ce travail tente alors (1) d’explorer ce volet de la promotion, (2)identifier aussi les attributs du packaging promotionnel qui interviennent dans le traitement de la promotion et (3) vérifier l'existence ou non d'un packaging promotionnel efficace en termes d'intentions comportementales. A la lumière de ces objectifs nous aboutirons à notre but principal de notre recherche soit : expliquer les effets du packaging promotionnel sur l'attitude et sur les intentions comportementales du consommateur. / In the context of sales promotions, promotional packaging – that is, the packaging of promoted products- reveals as one of the most relevant elements that retailers and brands work on to make the products more attractive and stimulate consumer’s purchase intention. While research on the topic is lacking, this research aims to:1/ to propose a theoretical framework allowing the identification of the attributes of the promotional packaging which leads to a definition of the notion of promotional packaging.2/to study the effects of the perceived value of the promotion (through promotional packaging) on ​​the attitude towards the promotional packaging and on the consumer's purchasing intentions. Promotional packaging, which has been included in the study survey, is based on a study conducted on 145 promotional packagings offered by a French distributor in 2013. Based on a multiple correspondence analysis (MCA), the existence of 6 main types promotional packaging is revealed.3/to check if there is a promotional packaging more efficient compared to others in terms of relations between the promotion's perceived value , attitude and behavioral purchase intentions.The results of the study conducted with 299 consumers confirm the existence of effects of the perceived value of the promotion materialized by the promotional packaging on the attitude towards promotional packaging and the behavioral purchase intentions of the product in promotion. . Theoretical, methodological and managerial contributions are then discussed.

M. Tech. (Department of Marketing and Sport Management, Faculty of Management Sciences), Vaal University of Technology. / The rapid advancement in technology-based systems, especially those related to the Internet, has led to fundamental changes in how banks interact with customers. This study provides a framework for understanding customer perceptions of the quality of technology-based banking service and the relationship of this service to customer satisfaction and loyalty. The conceptual framework of this study was based on extensive study of relevant literature and examination of previously developed measuring instruments of service quality in general and e-service quality and online banking in particular. A modified and fully structured questionnaire was developed to suit the South African setting. Given the nature of this study, a quantitative research approach was applied. Customers from Southern Gauteng, South Africa, who made use of online banking facilities from commercial banks, constituted the population for the study. The sampling procedure (snowball sampling technique) resulted in a sample of 180 online banking consumers. Seven factors were extracted as dimensions that influence customer perception of online banking service quality, using a factor analysis and rotated factor loadings procedure. These were: factor 1 (assurance, trust and appeal), factor 2 (responsiveness), factor 3 (ease of use), factor 4 (accessibility), factor 5 (fulfilment), factor 6 (speed and accuracy) and factor 7 (contact). The percentage of variance explained, eigenvalues and scree plot were used in the process of determining the number of factors to extract for the study. With mean values above four on a scale of one (minimum) to five (maximum), all the factors were found to be critical for improvement of online banking service quality. The overall level of customer satisfaction with online banking service quality was very high, with an overall mean score of 4.22. A mean score of 4.10 for customer loyalty predicts that respondents are likely to commit to patronising their current bank in the foreseeable future. Thus, the overall customer satisfaction and loyalty levels were skewed to the right, suggesting that respondents were generally satisfied with the quality of service rendered by the banks. These high levels of customer satisfaction and loyalty should encourage the marketing practitioners of the banks to enhance online banking service quality and ensure its improvement in order to achieve delighted customers. The relationship among the constructs of online banking service quality, customer satisfaction and loyalty was established by using correlations and regression analysis. From the findings, it was established that there is evidence that the seven factors positively influence customer satisfaction and loyalty. The results also highlighted a strong positive influence of customer satisfaction on customer loyalty. Customer satisfaction has become a ‘must achieve’ objective for any bank that wishes to remain profitable and relevant in this competitive business environment. Acquiring loyal customers who will patronise and associate themselves with the bank is of particular importance for the potential market share growth and success of any bank. The relationship among the constructs of online banking service quality dimensions, customer satisfaction and loyalty focus must, however, be based on the individual building blocks of service quality, i.e. the factors (service attributes) that influence online banking service quality. Periodic measurement of the levels of online banking service quality should become an integral part of any bank`s effort and strategy in improving service quality levels. The study, which focused on users of Internet banking in South Africa, was not organisation/bank-specific. For more practical purposes, future endeavours could be focused on organisation/bank-specific studies. It must be emphasised that more research is needed before any final conclusions can be reached on the dimensionality and validity of online banking service quality.