Investigating country image influences after a product-harm crisis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Roberta Carolyn Crouch ◽  
Vinh Nhat Lu ◽  
Naser Pourazad ◽  
Chen Ke
Keyword(s):  
Crisis Response ◽  
Purchase Intentions ◽  
Response Strategy ◽  
Country Image ◽  
Content Type ◽  
Response Options ◽  
Two Samples ◽  
Quasi Experimental ◽  
Attribution Of Blame ◽  
The Impact

Purpose Although international product-harm crises have become more common, the influence of the country image (CI) associated with foreign goods in such crises remains under researched. This study aims to investigate the extent to which the CI of a foreign made product influences consumers’ attribution of blame and trust and, ultimately, their future purchase intentions after the product is involved in a crisis. Design/methodology/approach A 2 (country) × 3 (crisis type) quasi experimental design was used, with data collected from Australia (n = 375) and China (n = 401). Findings CI can influence attribution of blame, subsequent levels of trust and likely purchase intentions. Australian and Chinese consumers have different views when it comes to trusting a company or placing blame, depending on the country of origin or the type of crisis. The direct and positive effect of CI on consumer purchase intentions following a product-harm crisis is sequentially mediated by attribution of blame and trust. Trust is the most powerful influence on future purchase intentions in both samples. Research limitations/implications In this research, only one type of crisis response strategy (no comment) was used. Thus, the results of this study must be viewed with caution when considering outcomes relating to other response options. Additionally, the testing was limited to only two samples, focussing on three countries (England, China, Vietnam), and one product context using a hypothetical brand. Further, despite our reasonable sample size (N = 776), the number of respondents represented in each cell would still be considered a limitation overall. Practical implications When developing crisis response strategies, managers should take into account the influence of a positive/negative source CI in driving attribution and trust. To minimize the impact of crisis on future purchasing decisions, organizations can leverage positive biases and mitigate negative ones, aiming to maintain or restore trust as a priority. Originality/value The study provides cross-country understanding about the significant role of CI during a product-harm crisis in relation to subsequent consumers’ blame attribution, their trust in the focal organization and ultimately their future purchase intentions.

A strategic approach to sports crisis management

2019 ◽  
Vol 20 (3) ◽  
pp. 407-429 ◽  
Author(s):  
Danielle LaGree ◽  
Douglas Wilbur ◽  
Glen T. Cameron
Keyword(s):  
Public Relations ◽  
Crisis Management ◽  
Media Coverage ◽  
National Football League ◽  
Well Being ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Strategic Approach ◽  
The Impact

Purpose Using the National Football League (NFL) concussion crisis context, the purpose of this paper is to provide sports marketers with a strategic approach to sports crisis management through consideration of crisis media coverage and organizational reputation. Design/methodology/approach An online experiment assessed the impact of two crisis response strategies, fan involvement and exposure to crisis media coverage on emotional response, corporate message credibility, crisis perception and perceived corporate reputation. Findings The accident response strategy was associated with more favorable perceptions of the NFL and corporate message credibility. Sports fan involvement facilitated more favorable perceptions of the NFL’s reputation, while exposure to media coverage of the NFL’s crisis created negative perceptions of the NFL’s reputation. Exposure to media coverage of the NFL concussion crisis increased feelings of anger, which in turn decreased perceptions of corporate message credibility. Research limitations/implications A limitation for this study is the specific crisis scenario that was used. The NFL concussion crisis is different from other crisis types in that it does not directly impact the audience’s well-being, but instead affects their perceptions of an iconic institution. Practical implications In light of study findings, it is suggested that sports marketers consider the following when dealing with crises: carefully determine proper framing methods when crafting a crisis response as different response types affect consumers in different ways; leverage public relations (PR) practices by engaging in media monitoring to inform an appropriate crisis response to control the narrative; and examine forces exernal of the organization that influence consumer emotions, paying special attention to feelings of anger as anger negatively impacts consumer perceptions of corporate credibility. Originality/value This paper addresses sports crisis strategy from both marketing and public relations perspectives. It describes how strategic efforts protect a sports organization’s reputation, thus increasing marketing effectiveness.

Managing corporate brand behavioural integrity: a case of alleged violation of Halal certification

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Mohsin Butt ◽  
Kok Wei Khong ◽  
Muhammad Alam
Keyword(s):  
Psychometric Properties ◽  
Crisis Response ◽  
Customer Relationship ◽  
Organizational Level ◽  
Corporate Brand ◽  
Content Type ◽  
Response Strategies ◽  
Quasi Experimental ◽  
The Impact ◽  
The Relationship

Purpose This study aims to establish the psychometric properties of behavioural integrity scale at an organizational level from external stakeholders’ perspective and its subsequent influence on consumer trust and commitment with a brand. Moreover, the study also examines how different crisis response strategies moderate the relationship between consumer attributions of the responsibility and corporate brand behavioural integrity in the context of emotional product harm crisis caused by alleged violation of Halal certification by an MNC. Design/methodology/approach A quasi-experimental design was applied to test the impact of firm crisis response strategies on its corporate brand behavioural integrity. Findings The results provide evidence that behavioural integrity scale can be used to measure consumer perceptions of a corporate brand behavioural integrity. In addition, results indicate that crisis response strategies offer some moderating influence on the relationship between consumer attribution processes and corporate brand behavioural integrity. Research limitations/implications Results indicate that existing corporate crisis response strategies are not very helpful in the context of emotional product harm crisis. This study demonstrates that behavioural integrity positively impacts customer relationship-oriented constructs. Furthermore, behavioural integrity scale offers excellent psychometric properties when used at the corporate level. Practical implications Organizations can use this proposed conceptual model to monitor and manage behavioural integrity of its corporate brand and its influence on customer-brand relationship constructs. Originality/value This study is first of its nature that underscores the importance of measuring and monitoring corporate brand behavioural integrity as a customer trust-building mechanism. It is also the first study that investigates consumer reaction towards alleged brand transgression of its Halal certified product.

Do we follow the crowd on social media? Experimental evidence on consumer attitudes in the contexts of NeWOM and firm crisis response

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sasithorn Suwandee ◽  
Aurathai Lertwannawit ◽  
Olimpia C. Racela ◽  
Pattana Boonchoo
Keyword(s):  
Social Media ◽  
Consumer Attitudes ◽  
Crisis Response ◽  
Response Strategy ◽  
Repeated Measure ◽  
Substantial Impact ◽  
Content Type ◽  
Online Social Media ◽  
The Impact ◽  
Social Media Network

PurposeThis study applies social network theory to examine the moderating effects of two online social media network characteristics, namely homophily and consensus, on the influence of negative electronic word of mouth (NeWOM) and of firm crisis response on consumer attitude toward a company.Design/methodology/approachHypotheses were tested using a mixed-model experimental design of three between-subjects factors, including manipulations of homophily (high vs low), consensus (high vs low), and firm crisis response (accommodative vs defensive), and one repeated measure within-subjects factor of attitude toward the company at three different points in time (A0, A1, A2). Data were collected from 328 Thai participants who were randomly assigned to one of the eight experimental conditions.FindingsHigh homophily and high consensus online social media network conditions worsen the negative impact of NeWOM on consumer attitudes. However, high homophily and high consensus strengthen the positive influence of an accommodative response in regaining favorable attitude toward the company. Low homophily and low consensus negate the impact of the firm's defensive response, preventing any further deterioration of attitude toward the company.Practical implicationsMarketers need to understand the relational patterns among members of online social media networks in order to assess the extent to which consumers are influenced by others in the network. In doing so, the firm can better anticipate and manage the impact of NeWOM and can launch an appropriate response strategy that optimizes the recovery, or minimizes the deterioration, of lost company image and reputation.Originality/valueThis study provides a dynamic view of consumer attitudes and highlights the substantial impact that others in the online social media network have on consumers' evaluation of NeWOM and of firm recovery efforts.

Assessing sustainability marketing from macromarketing perspective: a multistakeholder approach

2020 ◽  
Vol 16 (4) ◽  
pp. 287-305 ◽  
Author(s):  
Soha Abutaleb ◽  
Noha El-Bassiouny
Keyword(s):  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Purchase Intentions ◽  
Marketing Strategies ◽  
Content Type ◽  
Quantitative Research Methods ◽  
Sustainable Products ◽  
Government Role ◽  
The Government ◽  
The Impact

PurposeThe paper examines three main stakeholders in the market and their roles toward achieving sustainability marketing. Those stakeholders are consumers, companies and policymakers. The current study is examining consumers’ attitudes toward sustainability marketing and their purchase intentions of sustainable products through the use of theory of planned behavior. The paper is also examining the role of companies and policymakers in encouraging consumers to consider sustainability in their purchasing decisions.Design/methodology/approachConcurrent research study is applied, where qualitative and quantitative research methods are conducted at the same time for different purposes with equal weights. Qualitative interviews were applied with fast-moving consumer goods companies and policymakers, while quantitative surveys were applied with Egyptian consumers.FindingsThe results showed that companies are taking serious and effective steps in transforming their marketing strategies into sustainable marketing ones. The government role is still limited as there are no strict laws and regulations that force companies and factories in Egypt to develop sustainability marketing strategies. Consumers’ attitudes were highly affected by firms' sustainable practices as well as subjective norms that led to influencing their intentions toward purchasing sustainable products.Originality/valueAlthough the topic of sustainability marketing is considered by a plenty of researchers in the academic discipline, there are no studies that have combined the main three stakeholders' roles in achieving sustainability marketing in one study. The study highlights the impact of government role and firms' role on consumers' attitudes and purchase intentions toward sustainable products, especially convenient products. This was done through the adoption of the theory of planned behavior.

Do brand rumors matter? The role of brand equity and response strategy to brand rumor

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jihee Choi ◽  
Soobin Seo
Keyword(s):  
Brand Equity ◽  
Restaurant Industry ◽  
Response Strategy ◽  
Effective Response ◽  
Content Type ◽  
Consumer Responses ◽  
Response Strategies ◽  
Brand Crisis ◽  
Negative Impacts ◽  
The Impact

Purpose This paper aims to investigate consumer responses to brand rumors and corporate rumor response strategies in the restaurant industry. Design/methodology/approach A scenario-based experimental design was used to examine changes in consumers’ brand evaluation depending on level of brand equity and corporate choice of response strategy. Findings It was found that the impact of brand rumors on consumer responses is more negative when the restaurant’s brand equity is low compared to when it is high. It was also found that a company's use of active response strategies is more effective in combating brand rumor than a strategy of simple denial. Practical implications The findings have significant implications for both academics and practitioners in terms of developing effective response strategies for counteracting brand rumors. Originality/value Given the frequency of brand rumors in the restaurant industry and their serious negative impacts, this study extends the existing brand crisis communication literature by demonstrating how consumers respond to a rumor and the effectiveness of different corporate rumor response strategies.

The effect of body-movement teaching, learning motivation and performance

2016 ◽  
Vol 24 (3) ◽  
pp. 414-437 ◽  
Author(s):  
Satoshi Sugahara ◽  
Hisayo Sugao ◽  
Steven Dellaportas ◽  
Takahiro Masaoka
Keyword(s):  
Body Movement ◽  
Learning Motivation ◽  
Control Group ◽  
Content Type ◽  
Entry Level ◽  
Quasi Experimental ◽  
And Performance ◽  
Teaching Learning ◽  
The Impact ◽  
Experimental Group

Purpose This research applies a quasi-experimental research method to investigate the impact of an innovative resource titled “Accounting Exercise” (teaching intervention using physical movement and lyrics) on learning motivation and performance on a group of students enrolled in a first-year undergraduate accounting course in Japan. Design/methodology/approach Five classes were randomly assigned to either an experimental group (two classes) or a control group (three classes). In the experimental group, 90 students participated in a 15-min “Accounting Exercise” at the commencement of lectures over three consecutive weeks. The remaining 133 students assigned to the control group did not participate in the Accounting Exercise. Findings The findings indicate that the Accounting Exercise provided stimuli in maintaining students’ learning motivation. This finding is important for entry-level students where learning motivation has the potential to influence students’ future decisions on major areas of study and career choices. Originality/value This finding is important for entry-level students where future career options are decided. This effect is also believed to contribute to reducing the declining numbers of students in accounting majors.

A quality system’s impact on the service experience

2017 ◽  
Vol 37 (12) ◽  
pp. 1817-1839 ◽  
Author(s):  
Jeffery Smith ◽  
Sidney Anderson ◽  
Gavin Fox
Keyword(s):  
Service Quality ◽  
Social Systems ◽  
Theory And Practice ◽  
Service Experience ◽  
Content Type ◽  
Proposed Model ◽  
The Social ◽  
Two Samples ◽  
The Impact ◽  
Integrated Service

Purpose The purpose of this paper is to examine the interplay between technical and social systems within an organization that potentially affect the service experience, as perceived by end customers. Design/methodology/approach The paper explores the potential impact of an integrated service quality system on the service experience. A conceptual model is presented, accompanied by a detailed development of the hypotheses. Two samples (Study 1: n=474, Study 2: n=225) of consumers are used to empirically test the proposed model. Findings The analysis reveals the impact a technical system has on employees’ inherent abilities (i.e. the social system), which, in turn, affect the overall assessment by customers. Additionally, the situation in which an employee works (i.e. operating environmental conditions) results in differences in the model. Research limitations/implications This paper’s main implication is this paper employs established theory to develop a model that is empirically tested to show that implementing and maintaining a quality-oriented service system can positively influence the overall customer experience. The limitations are based primarily on the methodology in which individual employees assessed all aspects of both the social and technical systems. Practical implications Managers should be diligent in their design and implementation of the quality components as these affect the work setting in which employees operate. Originality/value Prior research has neither explored an integrated service quality system’s impact on the service experience nor employed an established theoretical framework. This work accomplishes both with the results providing contributions to both theory and practice.

Influence of the perceived benefit of a social network-based sales promotion on the perceived quality of a heritage complex

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Esmeralda Crespo-Almendros ◽  
M. Belén Prados-Peña ◽  
Lucia Porcu ◽  
Juan Miguel Alcántara-Pilar
Keyword(s):  
Social Network ◽  
Perceived Quality ◽  
Sales Promotion ◽  
Sales Promotions ◽  
Content Type ◽  
Heritage Sites ◽  
Negative Effect ◽  
Quasi Experimental ◽  
The Impact

Purpose This study seeks to analyze the influence of the consumer's perceived benefits deriving from two different promotional incentives offered via social media on the perceived quality of the heritage complex.Design/methodology/approach A quasi-experimental study was carried out among online users, implementing two different promotional stimuli. Facebook was selected as the social network through which the promotional incentives were offered in the experiment. The sample was obtained via a panel of Internet users provided by Sondea Internet SL.Findings The results showed that the benefits perceived by the tourists will depend on the sales promotion type offered. On the one hand, free VIP pass was found to be mostly related to hedonic benefits that positively affect perceived quality. On the other hand, 2 × 1 offer would be perceived as a utilitarian benefit and is likely to exert a fairly negative effect on perceived quality.Practical implications Tourism managers and practitioners are encouraged to analyze the characteristics of certain types of sales promotions, as each promotional incentive bears different values and associated benefits. The findings of this study suggest managers and practitioners to implement non-monetary promotions to enhance brand equity and perceived quality. Thus, it is paramount for the managers of cultural institutions and heritage sites to trust in sales promotions which can be very helpful if they are designed carefully.Originality/value This study pioneers the analysis of the impact of the benefits associated with different typologies of sales promotions on social networks on the perceived quality of a heritage site.

Strategic crisis response: managerial implications and direction for recovery and survival

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ramendra Thakur ◽  
Dena Hale
Keyword(s):  
Public Health ◽  
Attribution Theory ◽  
Slow Growth ◽  
Crisis Response ◽  
Response Strategy ◽  
Health Crisis ◽  
Content Type ◽  
Public Health Crisis ◽  
Crisis Response Strategy ◽  
Managerial Implications

Purpose The purpose of this paper is to provide managers with insights to help survive a crisis, create advantage during slow-growth recoveries and thrive when the crisis is over. Given the environment at the time of this paper, this paper focuses on widespread crises, such as a public health crisis like COVID-19. Design/methodology/approach The authors offer a conceptual framework, grounded in the attribution theory and situation crisis communication theory (SCCT), for managers to use when determining which crisis response strategy is most appropriate to use during a crisis. Propositions based on this framework are provided. This paper focuses on widespread crises, such as a public health crisis, particularly on the COVID-19 pandemic. Based on the framework proposed for organizational crisis response strategy and recovery, several insights for managers across a variety of industries emerge. Consideration of the best strategic approach to a crisis is essential, and time is critical. This framework provides a starting point for creating a proper response strategy when a crisis arises that is not within the organization’s crisis management planning. Managerial implications for several industries, such as restaurant, hotel, airline, education, retail, medical and other professional services, and theoretical implications to further the advancement of understanding are provided. Findings The findings of this paper demonstrate that organizations that apply an accommodative strategy during unintentional crises will survive, while during intentional crises, they will thrive in the marketplace. Similarly, organizations that apply an offensive strategy during unintentional crises will thrive, while during intentional crises, they will survive in the marketplace. Practical implications This paper provides a framework highlighting strategies that best protect an organization during both internally and externally caused crises. The response strategy and crisis framework are based on the attribution theory and SCCT. Building on this framework, six propositions are postulated. In keeping with this strategy and crisis framework, this study provides several crisis response insights for managers across a variety of industries. These suggestions act as a guide for managers when assessing how to respond in the early days of a crisis and what to do to recover from it. Originality/value This paper provides a crisis-strategy matrix, grounded in the attribution theory and SCCT, to provide decision-making guidance to help managers survive a crisis, create advantage during slow-growth recoveries and thrive when the crisis is over. The authors provide multiple industry insights related to the “how to” and the “what to” in the recovery from and survival through internally and externally caused crises.

scholarly journals Understanding the role of visual attention on wines’ purchase intention: an eye-tracking study

2019 ◽  
Vol 32 (2) ◽  
pp. 161-179
Author(s):  
Patrícia Monteiro ◽  
João Guerreiro ◽  
Sandra Maria Correia Loureiro
Keyword(s):  
Visual Attention ◽  
Eye Tracking ◽  
Purchase Intention ◽  
Purchase Intentions ◽  
Monitoring Method ◽  
Content Type ◽  
Quality Perceptions ◽  
Consumption Situation ◽  
The Impact

Purpose Wine bottles compete for consumers’ attention in the shelf during the decisive moment of choice. This study aims to explore the role that visual attention to wine labels has on the purchase decision and the mediating role of quality perceptions and desire on such purchase behaviours. Wine awards and consumption situation are used as moderators.. Design/methodology/approach The study was conducted in Portugal and 36 individuals participated in a 2 × 2 within subjects design (awarded/not awarded × self-consumption/social-consumption). For each scenario, individuals’ attention, perceptions of quality, desire and purchase intentions were recorded. Findings Data from eye-tracking shows that, during the purchase process, the amount of attention given to a bottle is determinant of individuals’ purchase intentions, a relationship that increases in significance for bottles with awards and for when consumers are buying wine for a consumption situation involving a social environment. In addition, both quality perceptions and desire are confirmed to positively influence wines’ purchase intentions. Originality/value By using an eye monitoring method, this paper brings new insights into the wine industry by highlighting the impact that wines’ labels and different consumption situations have on individuals’ attention and purchase intention. Wine producers and retailers may benefit from the insights provided by the current study to refine their communication strategies by either highlighting product characteristics and pictorial elements, as it is the case of the awards, or communicating about their products for different consumption situations.

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