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Customer defection due to service elimination and post-elimination customer behavior: An empirical investigation in telecommunications International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-04-09 Agnes Somosi, Alfred Stiassny, Krisztina Kolos, Luk Warlop
Service industries require rapid innovations in their service portfolios to gain and maintain competitive advantages. Service elimination is a potential tool for portfolio renewal, though it might threaten increased defection rates. To contribute to both service elimination and customer defection literature, this paper proposes a model of customer responses to service elimination, with practical implications
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Consumers’ technology-facilitated brand engagement and wellbeing: Positivist TAM/PERMA- vs. Consumer Culture Theory perspectives International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-03-19 Linda D Hollebeek, Russell Belk
In recent years, growing attention has been devoted to consumer engagement with brands through emerging technological (e.g., social media/artificial intelligence-based) platforms. However, despite important advances, much remains unknown regarding the effect of consumers’ technology-facilitated brand engagement (CTFBE) on their wellbeing, thus posing an important research gap. To explore this gap,
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Value from Technology Licensing – The Role of Monitoring and Licensing Experience International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-03-18 Erik Mooi, Stefan Wuyts
Technology licensing is an important form of exchange in business-to-business markets. Licensees consider licensing technologies as a key mechanism to expand their technological asset base and to innovate. Even though exchange is the central focus of marketing academia, technology licensing contracts as a form of exchange have been largely overlooked. We take some steps to fill this void by studying
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Sweet or Sweat, Which Should Come First: How Consumption Sequences of Vices and Virtues Influence Enjoyment International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-03-18 Shaoguang Yang, Qian Xu, Liyin Jin
This research examines the effect of the consumption sequence of vices and virtues on consumers’ enjoyment. Five studies show that consuming a virtue after a vice increases consumers’ enjoyment of the overall experience relative to consuming the same items in the opposite sequence. Moreover, this sequence effect disappears when people have no strong goals that the vice violates, when the vice is perceived
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How Push Messaging Impacts Consumer Spending and Reward Redemption in Store-Loyalty Programs International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-03-05 Suzanne M. T. A. Bies, Bart J. Bronnenberg, Els Gijsbrechts
Retailer loyalty programs (LPs) are pervasive in grocery retailing. However, participant spending and redemption typically wear off over time and traditional communication has not revealed very effective at maintaining program engagement. We study the impact of in-app mobile push notifications on consumer participation and reward collection in store-loyalty programs. Using a unique data set covering
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How Does Customer Recognition Affect Service Provision? International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-03-05 Krista J. Li, Jianqiang Zhang
We examine how channel members’ ability to recognize repeat and new customers affects service provision, profits, and welfare. In decentralized channels, when only retailers can recognize customers, customer recognition increases service levels. However, in centralized channels or decentralized channels when both manufacturers and retailers can recognize customers, customer recognition reduces (increases)
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A Generalized Ordinal Finite Mixture Regression Model for Market Segmentation International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-02-25 Yifan Zhang, Duncan K. H. Fong, Wayne S. DeSarbo
Model-based market segmentation analyses often involve an ordinal dependent variable as ordinal responses are frequently collected in marketing research. In the Bayesian segmentation literature, there are models for an interval- or ratio-scaled dependent variable but there is not any general model for an ordinal dependent variable. In this manuscript, the authors propose a new Bayesian procedure to
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Social Selling Cues: The Dynamics of Posting Numbers Viewed and Bought on Customers' Purchase Intentions International Journal of Research in Marketing (IF 3.352) Pub Date : 2021-01-14 Gopal Das, Mark T. Spence, James Agarwal
Online retailers provide social selling cues, such as “39 customers bought this product” or “156 customers viewed our product per hour”, to encourage sales. Revealing the numbers bought has been shown to increase purchase intentions, but what remains unexplored are the ramifications of posting the number of brand-related views or revealing both numbers bought and viewed so customers can determine the
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Investigating the Impact of Service Line Formats on Satisfaction with Waiting International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-31 Piyush Kumar, Maqbool Dada
In this paper, we examine whether the format of service lines affects customers’ satisfaction with their queuing experience. Using a goal-theoretic approach, and data from a series of experimental studies, we show that the duration of the wait moderates the psychological tradeoff between the initial queue length and its rate of movement, such that customers prefer a single line format for shorter waits
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Joint or separate? The effect of visual presentation on imagery and product evaluation International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Min Zhao, Lan Xia
In this research, we examine the effect of joint versus separate visual presentation on consumers’ product evaluation. Counter to prior research on hedonic editing and unpacking, which suggests that separate presentation or unpacking produces greater utility, we propose and demonstrate in this paper that joint visual presentation can increase product evaluation. This pattern of effects occurs because
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Machines learn neuromarketing: Improving preference prediction from self-reports using multiple EEG measures and machine learning International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Adam Hakim, Shira Klorfeld, Tal Sela, Doron Friedman, Maytal Shabat-Simon, Dino J. Levy
A basic aim of marketing research is to predict consumers’ preferences and the success of marketing campaigns at the population-level. However, traditional marketing tools have various limitations, calling for novel measures to improve predictive power. In this study, we use multiple types of measures extracted from electroencephalography (EEG) recordings and machine learning (ML) algorithms to improve
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Taking care of you and me: How choosing for others impacts self-indulgence within family caregiving relationships International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Anika Schumacher, Caroline Goukens, Kelly Geyskens
Consumers frequently make choices for family members they take care of or from whom they receive care (e.g., their children or partner), yet marketing research has given little attention to how these other-oriented choices might impact the chooser’s self-indulgence. In this research we consider familial caregiving relationships as a relevant and ubiquitous context of other-oriented choices and identify
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Note: A New Approach to the Modeling of Spatially Dependent and Heterogeneous Geographical Regions International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Sunghoon Kim, Wayne S. DeSarbo, Won Chang
We propose a new spatial modeling approach to calibrate the potential impact of spatial dependency and heterogeneity on the underlying drivers of customer service and/or satisfaction measurement. The newly proposed procedure identifies regionally varying coefficients, provides more flexible fitting, improves calibration fit and predictive validation, and can potentially result in augmented managerial
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Every ending is a new beginning: Poignancy increases consumer preferences for self-made products International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-11-28 Felix Septianto
Retailers and brands such as IKEA, Home Depot, and Build-a-Bear encourage consumers to ‘make’ their products rather than be passive recipients. While a growing literature explores ‘why’ consumers purchase self-made products, it is less understood ‘how’ marketers can develop effective advertising and marketing communications to promote such products. Building on the functionalist framework of emotion
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Do offline and online go hand in hand? Cross-channel and synergy effects of direct mailing and display advertising International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-11-21 Lisan Lesscher, Lara Lobschat, Peter C. Verhoef
Despite the rise of digital, direct mailing as a marketing communication tool remains relevant and widely applied in practice. Nevertheless, research into the effectiveness of direct mailing in the online environment is scant. Key questions that remain entail how direct mails affect different online and offline consumer activity metrics throughout the purchase funnel and how they interact with digital
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If all their products seem the same, all the parts within a product seem the same too: How brand homogeneity polarizes product experiences International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-11-13 Robert W. Smith, Kevin Lane Keller
Many different factors affect brand homogeneity, including the different products associated with a brand, how they are made, and how they are branded. How does the perceived homogeneity of a brand’s offered products, in turn, affect consumers’ experiences with those products? Nine experiments reveal that consumers have more polarized judgments of product experiences when the sampled products are perceived
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Engagement behavior and financial well-being: The effect of message framing in online pension communication International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-11-10 Wiebke Eberhardt, Elisabeth Brüggen, Thomas Post, Chantal Hoet
People spend very little time planning for retirement, which could have negative effects on their financial well-being. To address this troubling lack of engagement, the authors posit that the use of goal framing, a marketing practice that involves making strategic adjustments to wording of marketing communications, in technology-facilitated communication (e.g., email) is effective for stimulating
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Author’s Rejoinder to Commentaries: Factors affecting the study of important marketing issues: Additional thoughts and clarifications International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-24 Ajay K. Kohli, Michael Haenlein
Stremersch (2021) and Wierenga (2021) provide valuable reactions to our ideas in Kohli and Haenlein (2021). We highlight some of their suggestions we found particularly helpful and use this opportunity to clarify some of our ideas. In particular, we like the concept of a “project funnel,” the notions of “vertical drift” and “lateral drift,” and a “Universal Marketing Knowledge Classification System
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A retrospective review of the first 35 years of the International Journal of Research in Marketing International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Naveen Donthu, Werner Reinartz, Satish Kumar, Debidutta Pattnaik
The International Journal of Research in Marketing (IJRM) publishes groundbreaking research on a range of topics related to marketing. Academics, scholars, and practitioners value the journal for its original and well-executed content. Using bibliometrics, this study summarizes the journal’s first 35 years in terms of its publication trends, authorship patterns, citation structure, and themes, as well
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Commentary on Kohli & Haenlein: The study of important marketing issues in an evolving field International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-12-07 Berend Wierenga
In response to Kohli and Haenlein (2021), this paper addresses how, at this point in timemarketing can be maximally useful, both for contributing to the body-of-knowledge of marketing and for solving practical marketing problems. I first discuss the three current major dynamics in marketing and how to deal with them: (i) Vertical drift (movement away from marketing in the direction of its supplying
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The risk of programmatic advertising: Effects of website quality on advertising effectiveness International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-30 Edlira Shehu, Nadia Abou Nabout, Michel Clement
Programmatic advertising is prevalent in online advertising. However, it offers managers limited control over the type of website where the ad appears, resulting in brand safety issues. Aware of the risk that ads may potentially display on websites of poor quality (nonpremium websites), managers have developed strategies to reduce this risk. Due to the lack of empirical insights, these strategies are
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Antecedents and financial impacts of building brand love International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-20 Hang T. Nguyen, Hui Feng
Brand love has garnered increasing interest among practitioners and scholars, but little is known about how marketing actions drive brand love, and whether and how brand love transmutes to firm profitability. Using longitudinal brand love data collected from more than 20,000 customers of 152 corporate brands and financial data of firms who own these brands during 2006–2017, the authors examine the
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The complex firm financial effects of customer satisfaction improvements International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-20 Miriam Guenther, Peter Guenther
It has been widely assumed that increases in customer satisfaction have continuous financial benefits for firms. However, recent meta-analysis results and anecdotal evidence suggest substantial variability in satisfaction-performance effects. We propose and investigate three explanations for this variability: (1) changing trade-offs of financial benefits vis-à-vis costs along the satisfaction continuum
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Multidimensional brand equity and asymmetric risk International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-16 Kyoungnam Catherine Ha, Reo Song, Gary Erickson
The authors investigate the extent to which central customer-based brand equity dimensions (Differentiation, Relevance, Esteem, Knowledge, and Energy) influence a firm’s systematic risk (i.e., beta) during both market upturns and downturns. The results demonstrate that aggregating upside and downside beta or different dimensions of brand equity masks the true associations which can be seen only in
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The impact of influencer motives and commonness perceptions on follower reactions toward incentivized reviews International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-14 Maximilian H.E.E. Gerrath, Bryan Usrey
Brands often incentivize influencers to review their products. However, such incentivized product reviews may reflect negatively on the influencers’ credibility and authenticity, especially if the reviews are positive. Given the more personal nature of influencer-crafted reviews than other product review formats, we posit that the motives to accept incentives—disclosed by the influencer—determine followers’
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Social media resources and capabilities as strategic determinants of social media performance International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-14 André Marchand, Thorsten Hennig-Thurau, Jan Flemming
Recent research reveals meaningful uses of digital marketing instruments, though without addressing internal, organizational antecedents of a firm’s social media performance. Drawing on resource-based theory and the concept of dynamic capabilities, this article identifies social media–specific resources and dynamic capabilities that can enhance social media performance. It also offers theoretically
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Commentary on Kohli & Haenlein: The study of important marketing issues: Reflections International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-14 Stefan Stremersch
This paper details how marketing scholars can address important marketing issues. It starts by clearly distinguishing importance from relevance and, on that basis, discerns four types of research projects: (1) thought leadership; (2) science leadership; (3) applied science; and (4) puzzling science. It proposes to funnel more resources from applied and puzzling science to thought leadership and to
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The existence and persistence of the pay-per-use bias in car sharing services International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-10-03 Katharina Dowling, Puneet Manchanda, Martin Spann
A key benefit of using car sharing services (relative to car ownership) is that they are more cost effective. Car sharing firms offer a menu of pricing plans to make this happen. The two most common plans are flat-rate and pay-per-use pricing. However, little is known about how consumers choose among these pricing plans. In this study, we analyze consumers' choices between pay-per-use and flat-rate
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The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-09-24 Bieke Henkens, Katrien Verleye, Bart Larivière
Smart service systems – that is, configurations of smart products and service providers that deliver smart services – are striving to increase the smartness of their offering, but potential consequences for customer well-being are largely overlooked. Therefore, this research investigates the impact of smartness on customer well-being (here, self-efficacy and technology anxiety) through (1) customer
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Acquiring customers through online marketplaces? The effect of marketplace sales on sales in a retailer's own channels International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-09-24 Erik Maier, Jaap Wieringa
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The marketing–finance interface: A new integrative review of metrics, methods, and findings and an agenda for future research International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-09-19 Alexander Edeling, Shuba Srinivasan, Dominique M. Hanssens
The marketing–finance interface is an important research field in marketing, helping demonstrate the accountability of marketing within companies and building a necessary interdisciplinary bridge to finance and accounting research. Since the first comprehensive review article by Srinivasan and Hanssens (2009), the marketing–finance field has broadened considerably, as has research in finance and accounting
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Developing firms' growth approaches as a multidimensional decision to enhance key stakeholders' wellbeing International Journal of Research in Marketing (IF 3.352) Pub Date : 2020-09-18 V. Kumar, Divya Ramachandran