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Publications
Publications (63)
Purpose
The purpose of the study is to introduce the idea of arena-relevant marketing capabilities and examine their impact on firm performance. Arena-relevant marketing capabilities are capabilities particularly relevant for success in a specific competitive arena in which rivals from different industries try to satisfy customer needs with alterna...
This paper provides a comprehensive perspective on loud luxury product design, which so far has been limited to the concept of brand prominence. Drawing on insights from a qualitative study and conceptual considerations, the current research introduces a new luxury product design element—design extravagance. Furthermore, a field study and a large-s...
In recent years, companies have been confronted with a new type of negative consumer behavior: consumers who have turned hostile and who are strongly determined to cause damage to the brand. Empowered by new technological possibilities, an individual consumer can now wreak havoc on a brand with relatively little effort. In reflection of this new ph...
Emphasized by the World Health Organization as one of its key topics, patient empowerment (PE) – i.e., the set of self-determined behaviors based on patients’ individual needs for developing autonomy and competence with their disease – is today regarded as a key component of a patient-centered approach to healthcare. Unfortunately, research lacks a...
Customers’ long-term brand relations are crucial drivers of a service brand’s sustainable competitive advantage. This research empirically examines the quality of customer-service brand relationships in the context of an airline’s frequent flyer program. The authors show that service brand relationship quality (BRQ) involves both a hot (based on em...
Customers’ long-term brand relations are crucial drivers of a service brand’s sustainable competitive advantage. This research empirically examines the quality of customer-service brand relationships in the context of an airline’s frequent flyer program. The authors show that service brand relationship quality (BRQ) involves both a hot (based on em...
Discusses potential causes of miscomprehension (MC) in TV advertising, noting that factors underlying message MC may be viewed as source, message, or audience factors. Using research from other areas (e.g., cognitive psychology, educational psychology, social psychology) as a theoretical base, the present authors generate several hypotheses that ar...
Although money-back guarantees (MBGs) have a long tradition in marketing and retailing practice, a deeper understanding of how consumers value this instrument is still lacking. The results of two experimental studies show that in addition to cognitive effects, MBGs evoke a positive emotional response, thereby increasing consumers’ purchase intentio...
Wayne D Hoyer, Rajesh Chandy, Matilda Dorotic, Manfred Krafft and Siddharth S Singh, ‘Consumer cocreation in new product development’, Journal of Service Research 13, no. 3, 2010.
The authors examine the transformation of an intended brand personality (i.e., the way brand management would like consumers
to perceive the brand’s personality) into a realized brand personality (i.e., the consumer’s actual perception of the brand’s
personality). Drawing on the results of a dyadic empirical cross-industry study of 137 brand manage...
Creating emotional brand attachment is a key branding issue in today's marketing world. One way to accomplish this is to match the brand's personality with the consumer's self. A key question, however, is whether the brand's personality should match the consumer's actual self or the consumer's ideal self. On the basis of two empirical studies of 16...
Customer Relationship Management (CRM) is widely accepted as an effective approach for collecting, analyzing, and translating
valuable customer information into managerial action. However, the potential of CRM has been investigated only in the context
of existing products. CRM’s potential to aid in future new product development (NPD) has been negl...
In light of the increasing interest in hedonic aspects of consumer behavior, it is clear that consumer taste plays a critical
role in judgment and decision making, particularly for hedonic products and services. At the present time, however, our understanding
of consumer aesthetic taste and its specific role for consumer behavior is limited. In thi...
Product assortment strategy is a central yet complex issue for retailers. Retail product assortments have undergone drastic changes in the past decade from unparalleled large assortments in the early 1990s to the current emphasis on streamlined, efficient assortments. The purpose of this chapter is to provide guidance to retailers making these impo...
Prior research has identified the integration of marketing with research and development (R&D) as a key success factor for new product development (NPD). However, prior work has not distinguished the sales and marketing functions, even though they are distinctive departments within an organization. Therefore, the authors extend prior research and e...
Prior research has identified the integration of marketing with research and development (R&D) as a key success factor for new product development (NPD). However, prior work has not distinguished the sales and marketing functions, even though they are distinctive departments within an organization. Therefore, the authors extend prior research and e...
The area of consumer cocreation is in its infancy and many aspects are not well understood. In this article, we outline and discuss a conceptual framework that focuses on the degree of consumer cocreation in new product development (NPD). The authors examine (a) the major stimulators and impediments to this process, (b) the impact of cocreation at...
Consumers with a tendency toward market mavenism (MM) and opinion leadership (OL) represent powerful forces in the marketplace because of their influence on other consumers' consumption decisions. They are thus important consumer groups for both other individuals and companies.
Little is known, however, about the motives that drive these individual...
The conventional service–profit chain (SPC) proposes that a firm's financial performance can be improved through a path that connects employee satisfaction, customer orientation, customer satisfaction, and customer loyalty. In this article, a complementary SPC that is built on both a conventional path and a social identity–based path is introduced....
Most research in the field of customer relationship management has focused on keeping existing customers. However, some companies
also systematically address lost customers and try to revive these relationships. This facet of customer relationship management
has been largely neglected by academic research. Our study provides a theoretical discussio...
Increasingly, firms use more and different routes to market. This study investigates whether such heterogeneity in the variety of routes to market can be explained systematically. More specifically, the authors examine how (1) the type and level of a firm's customer orientation and (2) the type and degree of customer search behavior influences the...
Historically, marketing researchers have been strongly interested in the constructs of market mavenism (MM) and opinion leadership (OL) to understand the interpersonal dissemination of marketplace information (Childers 1986; Feick/Price 1987; Jacoby/Hoyer
1981; King/Summers 1970). Interest in these constructs stems from the fact that market mavens...
Across four experiments, the authors find that when information pertaining to the assessment of the healthiness of food items is provided, the less healthy the item is portrayed to be, (1) the better is its inferred taste, (2) the more it is enjoyed during actual consumption, and (3) the greater is the preference for it in choice tasks when a hedon...
Despite the strong recognition that customer satisfaction should be viewed from a dynamic perspective, little is known about how the satisfaction judgment develops over time. Therefore, this study provides a dynamic analysis of the simultaneous influence of cognition and affect in the satisfaction formation process. The results of an experimental s...
Despite the strong recognition that customer satisfaction should be viewed from a dynamic perspective, little is known about how the satisfaction judgment develops over time. Therefore, this study provides a dynamic analysis of the simultaneous influence of cognition and affect in the satisfaction formation process. The results of an experimental s...
Most of the previous research on price changes has focused on price decreases. This article investigates the effects of price
increases at an individual level. The authors argue that customers’ reactions to price increases (i.e., repurchase intentions)
are strongly driven by two factors: the magnitude of the price increase and the perceived fairnes...
The goal of this preface is to describe how the special section on customer relationship management (CRM) was developed. In May 2003, Richard Staelin, Executive Director of the Teradata Center for Customer Relationship Management at Duke University, proposed that Journal of Marketing (JM) publish a special section. The proposal included activities...
The goal of this article is to provide deeper insights into the construct of customer orientation at the individual level.
The article has three main objectives: First, this study provides a two-dimensional conceptualization of customer orientation
that distinguishes between attitudes and behaviors. Second, it explores direct and indirect effects...
Two experimental studies (a lab experiment and a study involving a real usage experience over time) reveal the existence of a strong, positive impact of customer satisfaction on willingness to pay, and they provide support for a nonlinear, functional structure based on disappointment theory (i.e., an inverse S-shaped form). In addition, the second...
Der aktuelle Wettbewerbs- und Kostendruck, der auf den Unternehmen lastet, und die Erkenntnis, dass jahrzehntelang erfolgreiche Strategien den Anforderungen des Wettbewerbs nicht mehr entsprechen, führen dazu, dass dem Customer Relationship Management (CRM) in Forschung und Praxis immer mehr Bedeutung beigemessen wird. Angesichts stagnierender Märk...
Although humor represents a critical advertising technique around the world, previous research has investigated only single point, retrospectively measured antecedents of perceived humor. Drawing on recent research indicating that moment-to-moment (MTM) responses have a significant effect on ad evaluations, we perform a MTM analysis of humor in tel...
An understanding of how to manage relationships with customers effectively has become an important topic for both academicians and practitioners in recent years. However, the existing academic literature and the practical applications of customer relationship management (CRM) strategies do not provide a clear indication of what specifically constit...
Humor is a commonly used communication tool in American advertising, but little is known about what makes an ad more or less humorous. This study examines a sample of television ads to determine whether recent psycholinguistic theories of humor can help explain why certain ads that intend to be humorous are perceived as such while others are less s...
Augmenting products with services is a major way retailers have of gaining differentiation in today's competitive market. Despite its importance, this topic has received relatively little research attention. Unlike previous research, this study adopts a more comprehensive perspective on retail services by examining three important research gaps rel...
The topic of customer orientation has increasingly attracted interest in both academic marketing research and practice. One factor which has been increasingly discussed as an important driver of a sales person's customer orientation is that of leadership style. If a sales person's supervisor expresses a strong customer orientation this should have...
Many technological innovations introduce attributes that are novel or completely unknown to a large number of consumers. For example, recently introduced attributes such as GPS in cars or I-Link in computers are likely to have been novel to many consumers. Past research suggests that the addition of novel attributes is likely to improve product eva...
Few studies have tested models incorporating cognitive as well as affective mechanisms that help explain different levels of perceived humorousness in advertising (cf. Alden and Hoyer 1993; Speck 1991). In the first of two studies, an extended incongruity resolution model of humor perception in television advertising is proposed and tested. In that...
Prior research has examined the composition of memory-based consideration sets in usage situations in terms of the specific products included in them. To shed more light on how much effort it would take consumers to choose from a memory-set and how difficult it would be for a product to enter or remain in that set, this research examines the compos...
The major findings of a large scale AAAA study into the miscomprehension of televised communication are summarized. Implications for advertising research and public policy are discussed.
Few studies have tested models incorporating cognitive as well as affective mechanisms that help explain different levels of perceived humorousness in advertising (cf. Alden and Hoyer 1993; Speck 1991). In this study, we extend the current literature by hypothesizing relationships between several message characteristics, perceived humor and attitud...
Grocery retailers have been informed that, to remain competitive, they must reduce the number of stockkeeping units (SKUs) offered, in line with consumer demand, or, in other words, adopt "Efficient Assortment." Retailers have resisted this principle on the basis of a fear that eliminating items would lower consumer assortment perceptions and decre...
Grocery retailers have been informed that, to remain competitive, they must reduce the number of stockkeeping units (SKUs) offered, in line with consumer demand, or, in other words, adopt “Efficient Assortment.” Retailers have resisted this principle on the basis of a fear that eliminating items would lower consumer assortment perceptions and decre...
This article develops a framework that encompasses past two-sided persuasion research and incorporates additional theory and research on optimal arousal and attitude toward the ad to provide explanations for inconsistencies in previous findings. In particular, explanations are provided for the following: (1) when credibility gains will be enhanced,...
Humor is a commonly used communication tool in advertising in the United States, but U.S. marketers know little about its use and effectiveness in foreign markets. Such limited knowledge hinders international managers’ ability to determine which aspects of humorous communications are likely to be amenable to global standardization and which should...
Revolutionising advances in computer and communication technology have pushed intelligence about the environment to the top of an organisation′s resource priorities, and organisations into the “Age of Intelligence”. Marketing is increasingly defined and driven by a managerial philosophy that explicitly acknowledges the intelligence dependence of th...
Evidence suggests that some consumers react to promotion signals without considering relative price information. We adopt Petty and Cacioppo's Elaboration Likelihood Model (ELM) to explain this behavior in terms of the ELM's peripheral route to pursuasion in which the promotion signal is taken as a cue for a price cut. Experimental results show tha...
Results of a controlled experiment on the role of brand awareness in the consumer choice process showed that brand awareness was a dominant choice heuristic among awareness-group subjects. Subjects with no brand awareness tended to sample more brands and selected the high-quality brand on the final choice significantly more often than those with br...
We conducted a large scale, nationally representative study of the comprehension/miscomprehension of print communication involving 54 advertisements and 54 editorials. On average, 21.4 percent of the material was miscomprehended with an additional 15.5 percent of “don't know” responses. Editorial content was associated with slightly higher rates of...
The ability of individuals to comprehend accurately nine televised public affairs messages was examined. A national sample of subjects was quizzed about material contained in a message immediately following exposure to one of the nine stimuli. Results indicated a high rate of miscomprehension. Miscomprehension rates for individual stimuli ranged fr...
Despite the large amount of theory and research on consumer choice, current understanding is still at a less than desirable level—especially in the cases where involvement with or importance of the choice is low and the product is purchased frequently. The present paper provides a view of decision making based on the notion that consumers are not m...
Using several of the communications employed in a recent large-scale investigation into the miscomprehension of televised communication, the present investigation compared miscomprehension rates for TV with those for print and audio-only formats. The findings revealed that print was better comprehended than either TV or audio presentations of the s...
The preceding commentaries offer interesting perspectives. As might be expected, we agree with some of the points raised but disagree with many others. Given the editor's request for a short and tight rejoinder, we only address points of disagreement. Our comments generally follow the order in which these points were raised.
The major findings of a large scale AAAA study into the miscomprehension of televised communication are summarized. Implications for advertising research and public policy are discussed.
The preceding commentaries offer interesting perspectives. As might be expected, we agree with some of the points raised but disagree with many others. Given the editor's request for a short and tight rejoinder, we only address points of disagreement. Our comments generally follow the order in which these points were raised.
If the meaning contained in a remedial message has not been satisfactorily comprehended, then its intended impact upon consumer beliefs cannot logically be achieved. The present investigation, employing three heterogeneous samples, found that remedial messages using "plain English" developed and proposed by the FTC may be widely misunderstood by la...
If the meaning contained in a remedial message has not been satisfactorily comprehended, then its intended impact upon consumer beliefs cannot logically be achieved. The present investigation, employing three heterogeneous samples, found that remedial messages using “plain English” developed and proposed by the FTC may be widely misunderstood by la...
