Exploring lack of closure as a brand transgression

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jacqueline Burgess ◽  
Christian Jones
Keyword(s):  
Brand Equity ◽  
Thematic Analysis ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Brand Management ◽  
Negative Word ◽  
Television Series ◽  
Content Type ◽  
Brand Transgression ◽  
Practical Implications

Purpose This study aims to contribute to research into narrative brands by investigating if the lack of closure in the ambiguous season two’s ending of the Australian television series, Wanted, constituted a brand transgression. Design/methodology/approach Comments on posts about Wanted from social media accounts associated with the series were downloaded and analysed using thematic analysis informed by non-participatory netnography. Findings Audiences found the ambiguous ending of Wanted season two disappointing and it did not fulfil implied promises and their expectations, which fits the description of a brand transgression, and so they engaged in behaviours indicative of a brand transgression such as spreading negative word of mouth online. The ambiguous ending could have been a cliff-hanger to lead into a third season that was not guaranteed when the final episode aired, or the ending for the entire series. Although a third season was eventually made and positively received by audiences, viewer numbers declined by nearly a third, illustrating the importance of brand management for narrative brands. Practical implications This research has implications for the creators of television series, particularly if they do not know if it will be renewed. Not providing audiences with their expected closure can constitute a brand transgression and damage the narrative brand’s residual brand equity and potential earnings from streaming or a revival at a later date. Originality/value Prior research has focused on audiences’ responses to definitive endings, rather than ambiguous endings, which is the focus of this research. Furthermore, narrative brands are still an under-researched context.

Effects of exit barriers on word of mouth activities

2017 ◽  
Vol 31 (6) ◽  
pp. 512-526 ◽  
Author(s):  
Birgit Leisen Pollack
Keyword(s):  
Design Methodology ◽  
Word Of Mouth ◽  
Customer Retention ◽  
Negative Word ◽  
The Other ◽  
Content Type ◽  
Differential Effects ◽  
Exit Barriers ◽  
Post Hoc ◽  
Practical Implications

Purpose The purpose of this study is to contrast the effects of four exit barriers on word of mouth activities. Monetary, service loss, social and convenience exit barriers are compared. The differential effects of these four barriers on the valence of word of mouth (positive, negative), the type of word of mouth recipient (weak tie, strong tie) and the motives (catharsis, company sabotage) for spreading word of mouth are studied. Design/methodology/approach The data for empirically addressing a set of hypotheses were collected from 185 consumers. The hypotheses were analyzed using ANOVA models along with post hoc tests. Findings The results suggest that the type of exit barrier matters. Exit barriers, with respect to word of mouth activities, seem to fall on a continuum. On one extreme, the most detrimental barriers are monetary hurdles, and on the other end, the least detrimental barriers are convenience hurdles. Monetary barriers are responsible for the most negative word of mouth and company sabotage. Social and convenience barriers lead to significantly less. Practical implications The implications for erecting exit barriers are discussed. In particular, the value of monetary barriers is questioned. The benefits of such involuntary customer retention methods may be offset by the sabotage they invite through negative word of mouth. Originality/value The paper provides insights into word of mouth activities of dissatisfied customers that are trapped by various exit barriers. The word of mouth activities investigated include valence, recipient type and motives. The study contrasts monetary, service loss, social and convenience exit barriers.

“Give it a Try”: experiences of black, Asian and minority ethnic young men in a prison-based offender personality disorder service

2019 ◽  
Vol 21 (1) ◽  
pp. 14-26
Author(s):  
Stephanie Hunter ◽  
Eleanor Craig ◽  
Jake Shaw
Keyword(s):  
Personality Disorder ◽  
Thematic Analysis ◽  
Design Methodology ◽  
Policy Implications ◽  
Future Research ◽  
Content Type ◽  
The Uk ◽  
Minority Ethnic ◽  
Practical Implications ◽  
Insight Into

Purpose Within the current offender personality disorder (OPD) pathway in the UK, black, Asian and minority ethnic (BAME) populations are underrepresented. Fewer BAME offenders are engaging with services despite being proportionately identified for inclusion and referred on to the pathway. The paper aims to discuss this issue. Design/methodology/approach This qualitative study explored the experiences of 11 BAME men engaged in a prison-based OPD service for young offenders to identify the highlights and challenges of engagement within the service and to what extent they experienced a sense of inclusion/belonging. Findings Thematic analysis was used to identify three overarching themes and sub-themes. Why am I going to be an Outcast? describes the barriers to engagement encountered by the participants; and Give it a Try and Nothing but Respect describe the process of overcoming these barriers. Barriers revolved around the experiences of judgement, alienation and hopelessness. These were overcome through peer encouragement, developing relationships with staff and freedom to regulate levels of engagement. Practical implications Practice and policy implications are considered to support similar services in addressing the barriers to engagement faced by BAME individuals. Areas for future research are also recommended. Originality/value Currently, no research has directly explored the under-representation of young BAME offenders with emerging personality disorder in the OPD pathway. The findings provided an insight into some of the difficulties these young BAME offenders faced when accessing this service, alongside aspects which maintained their engagement.

scholarly journals Police officers’ experiences as victims of hate crime

2018 ◽  
Vol 41 (5) ◽  
pp. 526-538 ◽  
Author(s):  
Rob C. Mawby ◽  
Irene Zempi
Keyword(s):  
Thematic Analysis ◽  
Police Officers ◽  
Design Methodology ◽  
Hate Crime ◽  
Police Training ◽  
Personal Characteristics ◽  
Small Sample ◽  
Content Type ◽  
Depth Interviews ◽  
Practical Implications

PurposeThe purpose of this paper is to fill a research and literature gap by examining the nature and impact of hate crime victimisation on police officers, and their responses to it. The research explores victimisation due to the occupational stigma of policing and the personal characteristics and identities of individual officers.Design/methodology/approachThe research design is qualitative, based on 20 in-depth interviews with police officers in one English police force. Thematic analysis was applied to the data.FindingsAll participants had experienced hate crime arising from their occupational or personal identities. Initially shocked, officers became desensitized and responded in different ways. These include tolerating and accepting hate crime but also challenging it through communication and the force of law.Research limitations/implicationsThis research is based on a small sample. It does not claim to be representative but it is exploratory, aiming to stimulate debate and further research on a contemporary policing issue.Practical implicationsIf further research works were to confirm these findings, there are implications for police training, officer welfare and support, supervision and leadership.Originality/valueThe police occupy a problematic position within hate crime literature and UK legislation. This paper opens up debate on an under-researched area and presents the first published study of the hate crime experiences of police officers.

LMVH and brand management

2015 ◽  
Vol 31 (3) ◽  
pp. 27-29
Keyword(s):  
Design Methodology ◽  
Reading Time ◽  
Brand Management ◽  
Economic Conditions ◽  
Business World ◽  
Luxury Goods ◽  
Content Type ◽  
Political Events ◽  
Pertinent Information ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – Tough economic conditions in recent times certainly left their mark on the business world. Major social and political events have likewise had an inevitable impact. It is hardly surprisingly that most industries have had to bear some unpleasant consequences. The luxury goods sector is a notable exception to all this. Strong growth has been the norm for the last couple of decades or so and the aforementioned problems have done little to dent this momentum. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Supervisor transgressions: a thematic analysis

2014 ◽  
Vol 35 (1) ◽  
pp. 79-97 ◽  
Author(s):  
Tessa E. Basford
Keyword(s):  
Thematic Analysis ◽  
Critical Incident ◽  
Design Methodology ◽  
Critical Incident Technique ◽  
Employment Decisions ◽  
Content Type ◽  
Qualitative Responses ◽  
False Accusations ◽  
Practical Implications ◽  
Initial Exploration

Purpose – Despite the harmful impact of supervisor transgressions, they have received little empirical attention. The purpose of this paper is to addresses this important gap, examining the nature of transgressions committed at work by supervisors against subordinates. Design/methodology/approach – A critical incident technique was employed in which employees described a transgression committed by their supervisor. Qualitative responses were then analyzed, resulting in the emergence of supervisor transgression themes. Findings – In total, 11 themes emerged, including: performance criticisms, demeaning insults, false accusations, undue demands, unfair employment decisions, inconsiderate treatment, inequitable behavior, inappropriate contextual selections, disregard of opinions, undersupplied resources, and underprovided recognition. Research limitations/implications – While this approach is not without limitations, including the potential for participant memory error and researcher analytical bias, it offers a necessary initial exploration into the content of supervisor transgressions. Findings open new areas for continued research exploration into the nature and functioning of supervisor transgressions. Practical implications – Practitioners also stand to benefit from this work, as this identification of supervisor transgression themes affords organizations knowledge about how to best target supervisory interventions. Originality/value – Though researchers have just begun to examine the nature of leader transgressions, they have yet to analyze the content of supervisor transgressions. This study offers an original investigation into how supervisors transgress against subordinates at work.

scholarly journals Exposing Pinocchio customers: investigating exaggerated service stories

2016 ◽  
Vol 27 (2) ◽  
Author(s):  
Lloyd C. Harris ◽  
Raymond P Fisk ◽  
Hana Sysalova
Keyword(s):  
Exploratory Study ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Service Failure ◽  
Experimental Studies ◽  
Organizational Outcomes ◽  
Negative Word ◽  
Cognitive Mechanisms ◽  
Consumption Experience ◽  
Practical Implications

Purpose While the links between customer word-of-mouth and desirable organizational outcomes have been widely studied, the possibility that customers might routinely exaggerate their consumption experience stories has been neglected. Design/methodology/approach The first exploratory study examined exaggerated and unexaggerated word-of-mouth and the targets of such activities. The second exploratory study focused on customer-exaggerated negative word-of-mouth and its drivers. The two experimental studies generated deeper insights into attributions of service failure and exaggerated negative word-of-mouth. Findings This research explicitly addresses customer exaggeration regarding service consumption and the reasons customers engaged in such behaviors. Study 1 focused on the scope and targets of exaggerated word-of-mouth, and Study 2 concentrated on identifying the drivers of exaggerated negative word-of-mouth. Studies 3 and 4 experimentally elucidated the cognitive mechanisms leading to exaggeration. Research limitations/implications Contributions include deeper understanding of the phenomenon of exaggerated negative word of mouth and developing and testing a model of the factors associated with consumers’ exaggerated negative word-of-mouth. Practical implications Implications include possible organizational and public policy actions to prevent Pinocchio customers from exaggerated negative word-of-mouth. Originality/value This paper explores the nature and scope of exaggerated customer word-of-mouth and contributes insights in four ways. First, this research explores the scope of consumer exaggeration during word-of-mouth storytelling and the intended targets of such communications. Second, this research focuses on exaggerated negative word-of-mouth and develops a conceptual model of the drivers of such activity. Third, the theory is tested and contributes empirical insights into exaggerated negative word-of-mouth. Fourth, through experiments, insights are gained into the cognitive mechanisms leading to exaggeration and the effects of attribution differences in personal versus service provider blame.

Improving brand equity

2015 ◽  
Vol 31 (10) ◽  
pp. 9-11
Keyword(s):  
Brand Equity ◽  
Brand Loyalty ◽  
Design Methodology ◽  
Reading Time ◽  
Brand Awareness ◽  
Brand Associations ◽  
Content Type ◽  
Pertinent Information ◽  
Quality Dimensions ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – A growing perception among many consumers is that brands and products are becoming increasingly more homogenous. Firms thus face an even greater challenge in the quest to make their offerings stand out from the crowd. Given the fiercely competitive landscape, the importance of brand equity cannot be overstated. High levels of equity indicate a strong brand that will be able to make its presence felt in the marketplace. Brand equity is often conceptualized as incorporating brand associations, brand loyalty, brand awareness and perceived quality dimensions. Brand associations are regarded as particularly influential. Consumers form these associations based on their knowledge and experience of the brand. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Leveraging two forms of innovation with organizational ambidexterity

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Design Methodology ◽  
Reading Time ◽  
Brand Management ◽  
Innovation Activity ◽  
Organizational Ambidexterity ◽  
Brand Performance ◽  
Content Type ◽  
Pertinent Information ◽  
Management Capabilities ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper's authors were correct in their predictions that both exploratory and exploitative innovation activity positively affects brand management capabilities in B2B companies, and consequently impact brand performance. Based on the results, combining exploitation and exploration strategies is a risk-balanced way of achieving brand management success. Managers are therefore encouraged to pursue both avenues rather than choosing between the two strategies. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Employee champions an inside job

2015 ◽  
Vol 31 (6) ◽  
pp. 33-35
Keyword(s):  
Financial Services ◽  
Design Methodology ◽  
Brand Management ◽  
Brand Identity ◽  
Brand Communication ◽  
Content Type ◽  
Internal Brand Management ◽  
Service Staff ◽  
Pertinent Information ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – Internal brand management was a major contributor to job satisfaction, brand commitment and intention to stay for service staff at a Southern African financial services company. While brand identity and external brand communication play important roles in creating sound internal brand management, internal brand communication is the most important contributor. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Impact of the antecedents of eWOM on CBBE

2018 ◽  
Vol 36 (5) ◽  
pp. 528-542 ◽  
Author(s):  
Charu Sijoria ◽  
Srabanti Mukherjee ◽  
Biplab Datta
Keyword(s):  
Brand Equity ◽  
Design Methodology ◽  
Social Relationship ◽  
Word Of Mouth ◽  
Contemporary Literature ◽  
Subjective Norms ◽  
Information Quantity ◽  
Content Type ◽  
Argument Quality ◽  
The Impact

Purpose The purpose of this paper is to consolidate the antecedents of electronic word of mouth (eWOM). Thereafter, it examines the impact of eWOM and its antecedents on consumer-based brand equity (CBBE). Design/methodology/approach A total of 93 research articles on eWOM and CBBE were critically reviewed using the systematic literature review method. Findings This study has consolidated the antecedents of eWOM from the extant literature. It has identified eight antecedents of eWOM including information or argument quality, loyalty, social relationship, source quality, satisfaction, subjective norms, and information quantity. This study has come out with a conceptual framework, followed by 16 hypotheses addressing the possible relationships between eWOM, its antecedents, and CBBE. Originality/value This study pioneers to examine the impact of the antecedents of eWOM on CBBE through an exhaustive review of contemporary literature. It has also explored the possibility of eWOM acting as a mediator between the antecedents of eWOM and CBBE. Therefore, this study unravels a wide array of directions for researchers to examine the relationships between the constructs mentioned above and CBBE.

Sign in / Sign up

Export Citation Format

Share Document