Atmospheric Affect as a Tool for Creating
Value and Gaining Share of Customer
Barry J. Babin
UNIVERSITY OF SOUTHERN MISSISSIPPI
Jill S. Attaway
ILLINOIS STATE UNIVERSITY
Can the retail atmosphere be useful in developing long-lasting relationships many retailers inhabit, success driven retailers must find ways
to maintain stability and grow in order to survive.with consumers? This research addresses this question by investigating
the impact of positive and negative affect associated with ambient environ- At a basic level, retailers’ lifeblood is the revenue developed
through relationships with customers. This revenue can bemental conditions. A key dependent variable is conceptualized and vali-
dated and captures the proportion of business a customer spends in one expanded and developed through cultivating relationships
with new customers, encouraging current customers to spendlocation relative to a store’s direct competitors. Structural equation results
suggest that both positive affect and negative affect impact this measure, a larger proportion of their dollars with the retailer, and by
extending the length of time or duration of the relationship—but the impact is facilitated through both feelings’ relationship with hedonic
and utilitarian shopping value. J BUSN RES 2000. 49.91–99. 2000 seeking customers for life. A Canadian grocery chain explored
these avenues for increasing profitability and observed that ifElsevier Science Inc. All rights reserved.
each customer purchased one additional produce item, profit-
ability would increase by more than 40%. Similarly, current
customers who substituted two store-brand items for two
S
urvival through continuous acquisition of consumer re- national brand items each store visit, would increase profitabil-
ity by 55%. Furthermore, if these improvements were achievedsources is the most paramount goal and most appro-
priate orientation of a firm (Anderson, 1982). Retailers simultaneously, future gross profits could be improved dra-
matically (Grant and Schlesinger, 1995). Thus, expanding aand service providers have offered various incentive programs
in an effort to gain a greater share of each customer’s business. customer’s share of wallet can lead to profitability gains and
future success. The question remaining is how can retailersLike airlines with frequent flyer programs, hair salons, book-
stores, and even mass merchandisers have offered programs achieve a greater proportion of customers’ expenditures?
The research presented here investigates a retailer’s physicalin which frequent purchasers can gain further purchase incen-
tives. The success and expense of these programs vary, but atmosphere and its role in creating consistent purchase behav-
ior. Previous research demonstrates how ambient conditions,the focus on developing more repeat purchases from each
consumer motivates research into other avenues for generating including store layout, design and signage, and employee and
custom ...
Consumer loyalty can be defined based on both attitude and behavior, with true loyalty occurring when a consumer has both a strong positive attitude and consistent purchasing behavior of a particular brand. Retail loyalty refers to a consumer's willingness to consistently shop at the same store. While behavioral measures of loyalty like purchase frequency are commonly used, these do not necessarily indicate true loyalty or future profitability. True loyalty is best defined by both consistent behavior and a strong, committed attitude toward the brand.
Salesperson Role Model in Creating Customer Loyalty at Department Storeinventionjournals
ABSTRACT: Building customer relationships is a top priority for many firms. Building customer relationship is to increase satisfaction and loyalty, increasing favorable word of mouth and purchases. Customers who have relationships with service provider not only expect to receive satisfactory delivery of core service, but they are likely to receive additional benefits from the relationship. This research examines the customer’s benefits from relationships with salesperson in department store. This study test the relationship of functional and social benefits that customer derive from a retail salesperson on levels of satisfaction and loyalty. Analysis result indicates significant effect of perceived functional benefit in associated with satisfaction to salesperson, perception of social benefit in associated with satisfaction to salesperson, satisfaction to salesperson in associated with satisfaction to department store, satisfaction to department store associated with loyalty to department store, salesperson loyalty in associated to department store loyalty.
Brand loyalty refers to the extent by which consumers become faithful to a particular brand. This is expressed by their repeated purchases, regardless of the marketing pressure brought by other competing brands. In this case the customers will stick to that particular brand irrespective of the prices even if there are similar brands in the market. Brand loyalty is a consumer behavior depicted by loyal customers and will therefore be affected by personal preferences. In this regard therefore, brand loyalty will have an effect on purchases made of the product. It may also affect the customer’s ability to decide whether or not to buy that particular product. This essay therefore, is based on the influence brand loyalty has on the customer behavior and the product. The relationship between brand loyalty and customer preference has made companies to use different strategies to cultivate and get the attention of loyal customers. Some of these strategies include: the use of loyalty programs (e.g. rewards) or trials and incentives. The main argument in this paper is therefore, geared towards answering the question: Is the use of rewards and loyalty cards an effective way to build brand loyalty?
A Structural Equation Model Of Customer Satisfaction And Future Purchase Of M...Kim Daniels
This document summarizes a study that analyzed the relationship between customer satisfaction with attributes of mail-order specialty food purchases, overall satisfaction, and likelihood of future purchase. The study used a structural equation model to examine this relationship. A survey was conducted of over 1,000 active mail-order specialty food customers to measure their satisfaction with 8 attributes of their transactions as well as their overall satisfaction and likelihood of future purchase. The results of the study found that customer satisfaction was associated with both service and product features of mail order specialty food purchases, and that satisfaction with transaction attributes was linked to overall satisfaction and future purchase intentions.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
International Journal of Managing Value and Supply Chains (IJMVSC) ijmvsc
This document summarizes a research article about understanding brand loyalty from the consumer's point of view. It discusses three dimensions of brand loyalty: behavioral, attitudinal, and cognitive. Behavioral loyalty refers to repeat purchasing, attitudinal is based on emotions and beliefs, and cognitive is related to attention and processing during purchase. The article also examines factors that influence loyalty like perceived risk, store image, satisfaction, and the balance between price and quality. Finally, it discusses different types of loyalty and own brands in the modern retail channel.
THE VALUE OF LOYALTY: UNDERSTANDING BRAND LOYALTY FROM A CONSUMER POINT OF VIEWijmvsc
The development of brand loyalty plays an important factor in the development of marketing strategies due
to the pivotal role that felt consumer loyalty holds in determining market success. From an analysis of the
attitudinal, cognitive and behavioral dimension, determinants such as risk, quality and perceived price are
recognized during the process of selection and purchase of consumer brands. The purpose of this article is
to understand the role of consumer loyalty in relation to the purchase and consumption of brands within
the modern channel through a review of the literature, in order to generate a reflective framework at the
level of the retail sector.
This document presents a conceptual model examining the relationship between customer satisfaction and customer retention. It begins with an overview of previous research showing only a weak direct relationship between satisfaction and retention. The proposed model incorporates the customer's quality perception as a central moderating variable. It distinguishes between different types of quality perception and suggests nonlinearity in how satisfaction impacts retention. The model positions relationship quality, which includes trust and commitment, as predicting customer retention in a nonlinear way. The goal is to provide a more comprehensive understanding of the satisfaction-retention relationship.
Consumer loyalty can be defined based on both attitude and behavior, with true loyalty occurring when a consumer has both a strong positive attitude and consistent purchasing behavior of a particular brand. Retail loyalty refers to a consumer's willingness to consistently shop at the same store. While behavioral measures of loyalty like purchase frequency are commonly used, these do not necessarily indicate true loyalty or future profitability. True loyalty is best defined by both consistent behavior and a strong, committed attitude toward the brand.
Salesperson Role Model in Creating Customer Loyalty at Department Storeinventionjournals
ABSTRACT: Building customer relationships is a top priority for many firms. Building customer relationship is to increase satisfaction and loyalty, increasing favorable word of mouth and purchases. Customers who have relationships with service provider not only expect to receive satisfactory delivery of core service, but they are likely to receive additional benefits from the relationship. This research examines the customer’s benefits from relationships with salesperson in department store. This study test the relationship of functional and social benefits that customer derive from a retail salesperson on levels of satisfaction and loyalty. Analysis result indicates significant effect of perceived functional benefit in associated with satisfaction to salesperson, perception of social benefit in associated with satisfaction to salesperson, satisfaction to salesperson in associated with satisfaction to department store, satisfaction to department store associated with loyalty to department store, salesperson loyalty in associated to department store loyalty.
Brand loyalty refers to the extent by which consumers become faithful to a particular brand. This is expressed by their repeated purchases, regardless of the marketing pressure brought by other competing brands. In this case the customers will stick to that particular brand irrespective of the prices even if there are similar brands in the market. Brand loyalty is a consumer behavior depicted by loyal customers and will therefore be affected by personal preferences. In this regard therefore, brand loyalty will have an effect on purchases made of the product. It may also affect the customer’s ability to decide whether or not to buy that particular product. This essay therefore, is based on the influence brand loyalty has on the customer behavior and the product. The relationship between brand loyalty and customer preference has made companies to use different strategies to cultivate and get the attention of loyal customers. Some of these strategies include: the use of loyalty programs (e.g. rewards) or trials and incentives. The main argument in this paper is therefore, geared towards answering the question: Is the use of rewards and loyalty cards an effective way to build brand loyalty?
A Structural Equation Model Of Customer Satisfaction And Future Purchase Of M...Kim Daniels
This document summarizes a study that analyzed the relationship between customer satisfaction with attributes of mail-order specialty food purchases, overall satisfaction, and likelihood of future purchase. The study used a structural equation model to examine this relationship. A survey was conducted of over 1,000 active mail-order specialty food customers to measure their satisfaction with 8 attributes of their transactions as well as their overall satisfaction and likelihood of future purchase. The results of the study found that customer satisfaction was associated with both service and product features of mail order specialty food purchases, and that satisfaction with transaction attributes was linked to overall satisfaction and future purchase intentions.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
International Journal of Managing Value and Supply Chains (IJMVSC) ijmvsc
This document summarizes a research article about understanding brand loyalty from the consumer's point of view. It discusses three dimensions of brand loyalty: behavioral, attitudinal, and cognitive. Behavioral loyalty refers to repeat purchasing, attitudinal is based on emotions and beliefs, and cognitive is related to attention and processing during purchase. The article also examines factors that influence loyalty like perceived risk, store image, satisfaction, and the balance between price and quality. Finally, it discusses different types of loyalty and own brands in the modern retail channel.
THE VALUE OF LOYALTY: UNDERSTANDING BRAND LOYALTY FROM A CONSUMER POINT OF VIEWijmvsc
The development of brand loyalty plays an important factor in the development of marketing strategies due
to the pivotal role that felt consumer loyalty holds in determining market success. From an analysis of the
attitudinal, cognitive and behavioral dimension, determinants such as risk, quality and perceived price are
recognized during the process of selection and purchase of consumer brands. The purpose of this article is
to understand the role of consumer loyalty in relation to the purchase and consumption of brands within
the modern channel through a review of the literature, in order to generate a reflective framework at the
level of the retail sector.
This document presents a conceptual model examining the relationship between customer satisfaction and customer retention. It begins with an overview of previous research showing only a weak direct relationship between satisfaction and retention. The proposed model incorporates the customer's quality perception as a central moderating variable. It distinguishes between different types of quality perception and suggests nonlinearity in how satisfaction impacts retention. The model positions relationship quality, which includes trust and commitment, as predicting customer retention in a nonlinear way. The goal is to provide a more comprehensive understanding of the satisfaction-retention relationship.
This document discusses a study on the determinants of brand loyalty in the health sector of Pakistan. The study investigated the relationship between brand loyalty (dependent variable) and four determinants: brand knowledge, brand social responsibility image, service involvement, and perceived service quality (independent variables). A questionnaire was distributed to customers in Islamabad and Rawalpindi, with a response rate of 80%. The results showed the independent variables had a significant impact on brand loyalty. The document provides an extensive literature review on each of the determinants and how they relate to brand loyalty.
- The study examined factors that influence retailer satisfaction and repurchase intention at a wholesale fashion mall in Bangkok. Surveys were distributed to 400 retailers who buy clothes to resell.
- Most retailers were satisfied with product quality and price but unwilling to provide positive word-of-mouth referrals to avoid new competitors learning their wholesale source.
- Product quality and design had the strongest influence on retailer satisfaction, while geographic proximity and honesty had low but significant impacts. Retailer satisfaction correlated highly with repurchase intention but did not correlate with positive word-of-mouth.
- To maintain retailer satisfaction and repurchase intention, wholesalers should focus on product quality, design, latest fashions, and relationships with
This document examines how different price promotion methods affect consumer perceptions and purchase intentions. It hypothesizes that unbundled promotions, which separate discounts, will be viewed more favorably than bundled promotions providing the same total discount. It also hypothesizes that framing promotions as "free options" will be perceived most positively, followed by conventional discounts, with rebates viewed least favorably due to the time and effort required to redeem them. The document reviews relevant literature on prospect theory and framing to provide a framework for understanding how bundling and framing of discounts impact transaction value, reference prices, and consumer evaluations.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
TOPIC What is Strategic PlanningFollowing the co.docxlillie234567
TOPIC:
What is Strategic Planning?
Following the completion of this week’s reading/content assignments, complete each of the following:
· Write a one-two sentence personal definition of strategic planning. Base your definition on what you have encountered in the reading/materials this week, as well as on what you have already learned about the topic.
· Discuss this statement by Roger L. Martin: ". . . good strategy is not the product of hours of careful research and modeling that lead to an inevitable and almost perfect conclusion. Instead, it’s the result of a simple and quite rough-and-ready process of thinking through what it would take to achieve what you want and then assessing whether it’s realistic to try. If executives adopt this definition, then maybe, just maybe, they can keep strategy where it should be: outside the comfort zone.”
· Finally, describe the differences between strategic planning and business planning.
JOURNAL OF MANAGERIAL. ISSUES
Vol. XXXI Number 2 Summer 2019
Is Customer Satisfaction Really a Catch-All?
The Discrepancy between Financial Performance
and Survey Results
Kevin W. James
Assistant Professor o f Marketing
The University of Texas at Tyler
[email protected]
Hui James
Assistant Professor o f Finance
The University of Texas at Tyler
[email protected]
Barry J. Babin
Chair, Department o f Marketing and Analysis
Louisiana Tech University
[email protected]
Janna M. Parker
Assistant Professor o f Marketing
James Madison University
[email protected]
Marketing as a discipline traditionally places customer satisfaction as a focal theme,
thereby encouraging considerable amounts of marketing research (Churchill and
Surprenant, 1982). Satisfaction is indeed a core marketing concept and, in many cases,
retail marketing managers and academicians alike treat the concept as a catch-all term
that captures the entirety of consumer results from consumption (Dixon et at., 2010).
The expectancy-disconfirmation model provides marketers with a deep understanding
of how expectations align with current performance outcomes to arrive at a level of
JOURNAL OF MANAGERIAL ISSUES VOL. XXXI NUMBER 2 Summer 2019
( 137)
mailto:[email protected]
mailto:[email protected]
mailto:[email protected]
mailto:[email protected]
138 Is Customer Satisfaction a Catch-All?
satisfaction (Oliver, 1980; Ganesh et al., 2000). Satisfaction research covers topics
including the “gaps” model (Zeithaml et al., 1993), satisfied switchers (Maxham and
Netemeyer, 2002), and an index termed the American Customer Satisfaction Index
(theacsi.org), which remains a measuring stick for performance for many companies
worldwide, including many retailers (Fornell, 1992).
Despite the richness of the satisfaction concept, researchers find evidence that
merely satisfying the retail customer might not be enough to secure strong performance
(Blankson et al., 2017; Balabanis et al, 2006; Dahlsten, 2003). Evidence suggests that a.
Managing changing attitudes of consumer on buying preferences a strategic eva...Dr. Juturu Viswanath
This document discusses managing changing consumer attitudes toward buying preferences. It finds that income is a key factor influencing purchases, while media, family pressures, price variations, substitutes, sales, and social status also impact preferences. Quality concerns have the highest influence on choices. The study recommends that marketers understand dynamic buying preferences, address variables affecting attitudes, maintain quality-service to sustain demand, match prices with quality, and consider income levels when making strategic decisions.
This document summarizes a study that evaluated factors influencing customers' choice of grocery supermarkets in Northeast Thailand. The author surveyed 300 customers and used exploratory factor analysis to identify six key factors: convenience, discounts, stock availability, payment/promotion, children's facilities, and prices. While these factors combined resulted in customer satisfaction, satisfaction had a less than significant impact on store choice. The findings showed that education and income levels significantly impacted store choice, with higher-income customers more likely to switch from Tesco to Big C. The conceptual framework used factor analysis to model the relationships between 14 factors and 42 questions regarding customers' supermarket choices.
This document discusses customer perceived value and customer satisfaction in business markets. It begins by providing background on the increased interest in customer value among researchers and practitioners. It then reviews the literature on customer satisfaction and customer perceived value. Specifically, it discusses how satisfaction has traditionally been viewed through the disconfirmation paradigm but its nature is ambiguous. It also discusses criticisms of satisfaction and arguments for viewing perceived value as a better predictor of behavioral outcomes in business markets. The document then outlines three research questions it aims to address regarding the relationship between value and satisfaction and which better predicts behavioral intentions.
The execution and construction of the Research article is to be engaged an in-depth
business description, and to gather evidential data statement analysis on how local
businesses somehow be engaging with their customers in an honest corporate mindset, and
to establish B2C marketing relationships in the local market. As per many business leaders
of different organizations said that, to be globally competitive and to attract loyal consumers,
one should first patronize the local products including the company branding, and second, a
continuous B2C honest engagements within them. Categorically speaking, there are several
perceptions, challenges, and apprehensions for most consumers’ point of views in relation to
their business proprietary engagements and other third party related business
communications. This is when business owners started to imposed several commanding
entity regulations that ensure their local branding will not suffer, and it will still be patronize
by their valuable consumers at present.
The Impact of Brand Image on the Customer Retention: A Mediating Role of Cust...inventionjournals
In modern time, researchers and practitioners in the field of marketing has paid enormous attention to brand. Currently, the brand is no longer a competent tool in the managers’ hands. Brand is a strategic requisite which helps companies to make more value to customers and also to build up sustainable competitive advantages. Successful brands increase trust in products and intangible services, and customer will be able to better visualize and identify their services. Brand image is the awareness of the product or services for the customer through which the image of the organization is built. Customer satisfaction is also linked with it and positively related with each other which are considered the important tool for marketing strategy. This paper examines the influence of brand image on customer retention under the mediation effect of customer satisfaction.
A conceptual framework for customer value within a distribution systemfredrickaila
This document provides a conceptual framework for understanding customer value within a distribution system. It proposes that customer value in a distribution system can be conceptualized as the interactions among several key factors: customer service, order cycle time, inventory levels, warehouse locations, transportation methods, and customer complaints. The framework suggests linear relationships between these factors and hypothesizes that higher levels of customer service, shorter order cycle times, and fewer complaints will lead to higher perceived customer value. The conceptual model is intended to help managers design distribution strategies focused on maximizing customer value.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
This study analyzed the impact of controlled communication (e.g. advertising), uncontrolled communication (e.g. word of mouth), and brand name on consumer brand attitudes toward chain superstores in Bangladesh. A survey was conducted with 104 consumers and data was analyzed using descriptive statistics, correlation, and regression. The results found that uncontrolled communication, controlled communication, and brand name were all significantly correlated with positive brand attitude. Regression analysis showed that uncontrolled communication, brand name, and controlled communication explained 54%, 7%, and 2% of the variance in brand attitude, respectively. The study concluded that all three factors influence consumer brand attitude toward retail chain stores in Bangladesh.
Effects of switching barriers on satisfaction repurchase intentions and attit...Cuong Dinh
This document summarizes previous research on switching barriers and their effects on customer satisfaction, repurchase intentions, and attitudinal loyalty. It defines switching barriers as any factors that make it difficult or costly for customers to change providers. Previous studies have identified different types of switching barriers, including interpersonal relationships with suppliers, switching costs, investment in the current relationship, and attractiveness of alternative providers. The document proposes that switching barriers can have both positive and negative effects, and aims to empirically test their impacts on satisfaction, repurchase intentions, and loyalty.
This literature review discusses several past studies on consumer perceptions and behaviors related to retail stores. One study compares consumers' perceptions of superstores versus family-run stores in Bangkok, finding consumers preferred the lower prices, variety and environment of superstores but also wanted restrictions on their expansion. Another examines customers' satisfaction with various marketing factors of the retail chain Big Bazaar in India. A third discusses psychological factors like motivation, perception, learning and beliefs that influence consumers' buying choices.
This study aims to determine the level of customer satisfaction of Samurai Talabahan, a seafood restaurant in Iloilo City, Philippines. The study will examine customer satisfaction in terms of the restaurant's product, service, price, and place. Customer satisfaction will be measured based on expectations and perceptions of performance. The study aims to understand customer satisfaction when customers are grouped by age, income, gender, education, and residence. The results could help the restaurant's management identify areas for improvement and formulate marketing strategies to attract more customers.
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Listening to the customer's voice: examining perceived service value among business college students
LeBlanc, GastonView Profile; Nguyen, NhaView Profile. The International Journal of Educational Management13.4 (1999): 187-198.
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The objectives of this study are to gain more insights into the dimensions used by business students when they consider value and to identify which cues are more important to them in their judgement of value. The study investigates differences in students' assessments of service value based on gender and study level. Recommendations for designing strategies that promise to foster value and positively effect the students' retention decisions are given. The results show that functional value, in the form of students' perception of the price/quality relationship that exists at the business school, is an important driver of value. Similarly, value judgements are found to be related to the acquisition of knowledge, the image projected by the business school, emotional value and social value. Moreover, gender is found to impact on value perceptions where female students give less importance to social value. Interestingly, the results show that as female students progress in their area of specialization, they tend to believe that the price/quality relationship deteriorates at the business school.
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Gaston LeBlanc: University of Moncton, Moncton, New-Brunswick, Canada
Nha Nguyen: University of Moncton, Moncton, New-Brunswick, Canada
ACKNOWLEDGMENT: The authors would like to acknowledge the financial support received from the Faculty of Graduate Studies (FESR), Universite de Moncton, through which this study was made possible.
Introduction
In services marketing, many studies have relied mainly on customer satisfaction and services quality to describe customer evaluations of services (Bolton and Drew, 1994). Indeed, numerous researchers have focused their attention on measuring levels of customer satisfaction (Churchill and Surprenant, 1982; Myers, 1991; Oliver and DeSarbo, 1988; Peterson and Wilson, 1992; Tse and Wilton, 1988), and on identifying the dimensions used by customers in their evaluation of services quality (Carman, 1990; Gronroos, 1990; LeBlanc and Nguyen, 1997; Parasuraman et al., 1988, 1991, 1994). More recently, marketing scholars have attempted to grasp and better understand the dynamics of the relationship that exists between satisfaction and service quality and their impact on customer purchase intentions (Bitner, 1990; Bolton and Drew, 1991a,b; Cronin and Taylor, 1992; Taylor and Baker, 1994). This decade, the concept of value has also emerged as an important higher order construct linked to quality and price (Zeithaml, 1988), and to the survival of man ...
Perception is the organization, identification, and interpretation of sensory information to understand one's environment. Perception involves both bottom-up processing of sensory input and top-down processing influenced by memory, learning, and expectations. While perception seems effortless, it is actually a complex process involving the nervous system. Customer perception is influenced by their actual experiences with products and services as well as interactions with companies and other factors. Understanding customer perception is important for building customer loyalty and gaining competitive advantage in today's business environment.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study examines how promotional benefit level and brand awareness moderate the effectiveness of price discounts versus premiums (non-monetary promotions like free gifts). The study uses an experiment with different conditions manipulating these factors. The results suggest that at high and moderate benefit levels, price discounts are more effective than premiums in terms of perceived value and purchase intentions. At high and low brand awareness levels, price discounts are also more effective than premiums. The findings provide guidance to managers on the best promotion strategies depending on benefit level and brand awareness.
This document summarizes a study on the relationship between relationship marketing and customer satisfaction. The study finds that relationship marketing, which focuses on building relationships with customers at every interaction point, can increase customer satisfaction and retention. Maintaining customer trust and commitment through communication, customization, and gratitude can influence customer behavior and loyalty. When companies prioritize customer satisfaction through relationship marketing strategies, it can improve financial performance over the long run and attract new investors. The conclusion is that catering to customer demands through relationship building is important for business success and growth.
1-2paragraphsapa formatWelcome to Module 6. Divers.docxjasoninnes20
1-2
paragraphs
apa format
Welcome to Module 6. Diversity can help ensure that a team has the skills and knowledge necessary for the successful completion of tasks. Diverse teams, as long as they are well managed, tend to be more creative and achieve goals more efficiently. Leaders must understand and appreciate the diversity that exists in their team. Answer the following question as you think about the diversity that exists within your own organization.
How does this diversity help your team achieve its goals?
Have you noticed any barriers to team unity that may be attributed to the diversity of team members' backgrounds?
How has your background and experience prepared you to be an effective leader in an organization that holds diversity and inclusion as core to its mission and values?
.
1-Post a two-paragraph summary of the lecture; 2- Review the li.docxjasoninnes20
1-Post a two-paragraph summary of the lecture;
2- Review the links and select one. Briefly explain how they support our curse.
http://www.fldoe.org/
http://www.eric.ed.gov/ERICWebPortal/Home.portal
http://firn.edu/doe/sas/ftce/ftcecomp.htm
Use APA 7.
each work separately.
.
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This document discusses a study on the determinants of brand loyalty in the health sector of Pakistan. The study investigated the relationship between brand loyalty (dependent variable) and four determinants: brand knowledge, brand social responsibility image, service involvement, and perceived service quality (independent variables). A questionnaire was distributed to customers in Islamabad and Rawalpindi, with a response rate of 80%. The results showed the independent variables had a significant impact on brand loyalty. The document provides an extensive literature review on each of the determinants and how they relate to brand loyalty.
- The study examined factors that influence retailer satisfaction and repurchase intention at a wholesale fashion mall in Bangkok. Surveys were distributed to 400 retailers who buy clothes to resell.
- Most retailers were satisfied with product quality and price but unwilling to provide positive word-of-mouth referrals to avoid new competitors learning their wholesale source.
- Product quality and design had the strongest influence on retailer satisfaction, while geographic proximity and honesty had low but significant impacts. Retailer satisfaction correlated highly with repurchase intention but did not correlate with positive word-of-mouth.
- To maintain retailer satisfaction and repurchase intention, wholesalers should focus on product quality, design, latest fashions, and relationships with
This document examines how different price promotion methods affect consumer perceptions and purchase intentions. It hypothesizes that unbundled promotions, which separate discounts, will be viewed more favorably than bundled promotions providing the same total discount. It also hypothesizes that framing promotions as "free options" will be perceived most positively, followed by conventional discounts, with rebates viewed least favorably due to the time and effort required to redeem them. The document reviews relevant literature on prospect theory and framing to provide a framework for understanding how bundling and framing of discounts impact transaction value, reference prices, and consumer evaluations.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
TOPIC What is Strategic PlanningFollowing the co.docxlillie234567
TOPIC:
What is Strategic Planning?
Following the completion of this week’s reading/content assignments, complete each of the following:
· Write a one-two sentence personal definition of strategic planning. Base your definition on what you have encountered in the reading/materials this week, as well as on what you have already learned about the topic.
· Discuss this statement by Roger L. Martin: ". . . good strategy is not the product of hours of careful research and modeling that lead to an inevitable and almost perfect conclusion. Instead, it’s the result of a simple and quite rough-and-ready process of thinking through what it would take to achieve what you want and then assessing whether it’s realistic to try. If executives adopt this definition, then maybe, just maybe, they can keep strategy where it should be: outside the comfort zone.”
· Finally, describe the differences between strategic planning and business planning.
JOURNAL OF MANAGERIAL. ISSUES
Vol. XXXI Number 2 Summer 2019
Is Customer Satisfaction Really a Catch-All?
The Discrepancy between Financial Performance
and Survey Results
Kevin W. James
Assistant Professor o f Marketing
The University of Texas at Tyler
[email protected]
Hui James
Assistant Professor o f Finance
The University of Texas at Tyler
[email protected]
Barry J. Babin
Chair, Department o f Marketing and Analysis
Louisiana Tech University
[email protected]
Janna M. Parker
Assistant Professor o f Marketing
James Madison University
[email protected]
Marketing as a discipline traditionally places customer satisfaction as a focal theme,
thereby encouraging considerable amounts of marketing research (Churchill and
Surprenant, 1982). Satisfaction is indeed a core marketing concept and, in many cases,
retail marketing managers and academicians alike treat the concept as a catch-all term
that captures the entirety of consumer results from consumption (Dixon et at., 2010).
The expectancy-disconfirmation model provides marketers with a deep understanding
of how expectations align with current performance outcomes to arrive at a level of
JOURNAL OF MANAGERIAL ISSUES VOL. XXXI NUMBER 2 Summer 2019
( 137)
mailto:[email protected]
mailto:[email protected]
mailto:[email protected]
mailto:[email protected]
138 Is Customer Satisfaction a Catch-All?
satisfaction (Oliver, 1980; Ganesh et al., 2000). Satisfaction research covers topics
including the “gaps” model (Zeithaml et al., 1993), satisfied switchers (Maxham and
Netemeyer, 2002), and an index termed the American Customer Satisfaction Index
(theacsi.org), which remains a measuring stick for performance for many companies
worldwide, including many retailers (Fornell, 1992).
Despite the richness of the satisfaction concept, researchers find evidence that
merely satisfying the retail customer might not be enough to secure strong performance
(Blankson et al., 2017; Balabanis et al, 2006; Dahlsten, 2003). Evidence suggests that a.
Managing changing attitudes of consumer on buying preferences a strategic eva...Dr. Juturu Viswanath
This document discusses managing changing consumer attitudes toward buying preferences. It finds that income is a key factor influencing purchases, while media, family pressures, price variations, substitutes, sales, and social status also impact preferences. Quality concerns have the highest influence on choices. The study recommends that marketers understand dynamic buying preferences, address variables affecting attitudes, maintain quality-service to sustain demand, match prices with quality, and consider income levels when making strategic decisions.
This document summarizes a study that evaluated factors influencing customers' choice of grocery supermarkets in Northeast Thailand. The author surveyed 300 customers and used exploratory factor analysis to identify six key factors: convenience, discounts, stock availability, payment/promotion, children's facilities, and prices. While these factors combined resulted in customer satisfaction, satisfaction had a less than significant impact on store choice. The findings showed that education and income levels significantly impacted store choice, with higher-income customers more likely to switch from Tesco to Big C. The conceptual framework used factor analysis to model the relationships between 14 factors and 42 questions regarding customers' supermarket choices.
This document discusses customer perceived value and customer satisfaction in business markets. It begins by providing background on the increased interest in customer value among researchers and practitioners. It then reviews the literature on customer satisfaction and customer perceived value. Specifically, it discusses how satisfaction has traditionally been viewed through the disconfirmation paradigm but its nature is ambiguous. It also discusses criticisms of satisfaction and arguments for viewing perceived value as a better predictor of behavioral outcomes in business markets. The document then outlines three research questions it aims to address regarding the relationship between value and satisfaction and which better predicts behavioral intentions.
The execution and construction of the Research article is to be engaged an in-depth
business description, and to gather evidential data statement analysis on how local
businesses somehow be engaging with their customers in an honest corporate mindset, and
to establish B2C marketing relationships in the local market. As per many business leaders
of different organizations said that, to be globally competitive and to attract loyal consumers,
one should first patronize the local products including the company branding, and second, a
continuous B2C honest engagements within them. Categorically speaking, there are several
perceptions, challenges, and apprehensions for most consumers’ point of views in relation to
their business proprietary engagements and other third party related business
communications. This is when business owners started to imposed several commanding
entity regulations that ensure their local branding will not suffer, and it will still be patronize
by their valuable consumers at present.
The Impact of Brand Image on the Customer Retention: A Mediating Role of Cust...inventionjournals
In modern time, researchers and practitioners in the field of marketing has paid enormous attention to brand. Currently, the brand is no longer a competent tool in the managers’ hands. Brand is a strategic requisite which helps companies to make more value to customers and also to build up sustainable competitive advantages. Successful brands increase trust in products and intangible services, and customer will be able to better visualize and identify their services. Brand image is the awareness of the product or services for the customer through which the image of the organization is built. Customer satisfaction is also linked with it and positively related with each other which are considered the important tool for marketing strategy. This paper examines the influence of brand image on customer retention under the mediation effect of customer satisfaction.
A conceptual framework for customer value within a distribution systemfredrickaila
This document provides a conceptual framework for understanding customer value within a distribution system. It proposes that customer value in a distribution system can be conceptualized as the interactions among several key factors: customer service, order cycle time, inventory levels, warehouse locations, transportation methods, and customer complaints. The framework suggests linear relationships between these factors and hypothesizes that higher levels of customer service, shorter order cycle times, and fewer complaints will lead to higher perceived customer value. The conceptual model is intended to help managers design distribution strategies focused on maximizing customer value.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
This study analyzed the impact of controlled communication (e.g. advertising), uncontrolled communication (e.g. word of mouth), and brand name on consumer brand attitudes toward chain superstores in Bangladesh. A survey was conducted with 104 consumers and data was analyzed using descriptive statistics, correlation, and regression. The results found that uncontrolled communication, controlled communication, and brand name were all significantly correlated with positive brand attitude. Regression analysis showed that uncontrolled communication, brand name, and controlled communication explained 54%, 7%, and 2% of the variance in brand attitude, respectively. The study concluded that all three factors influence consumer brand attitude toward retail chain stores in Bangladesh.
Effects of switching barriers on satisfaction repurchase intentions and attit...Cuong Dinh
This document summarizes previous research on switching barriers and their effects on customer satisfaction, repurchase intentions, and attitudinal loyalty. It defines switching barriers as any factors that make it difficult or costly for customers to change providers. Previous studies have identified different types of switching barriers, including interpersonal relationships with suppliers, switching costs, investment in the current relationship, and attractiveness of alternative providers. The document proposes that switching barriers can have both positive and negative effects, and aims to empirically test their impacts on satisfaction, repurchase intentions, and loyalty.
This literature review discusses several past studies on consumer perceptions and behaviors related to retail stores. One study compares consumers' perceptions of superstores versus family-run stores in Bangkok, finding consumers preferred the lower prices, variety and environment of superstores but also wanted restrictions on their expansion. Another examines customers' satisfaction with various marketing factors of the retail chain Big Bazaar in India. A third discusses psychological factors like motivation, perception, learning and beliefs that influence consumers' buying choices.
This study aims to determine the level of customer satisfaction of Samurai Talabahan, a seafood restaurant in Iloilo City, Philippines. The study will examine customer satisfaction in terms of the restaurant's product, service, price, and place. Customer satisfaction will be measured based on expectations and perceptions of performance. The study aims to understand customer satisfaction when customers are grouped by age, income, gender, education, and residence. The results could help the restaurant's management identify areas for improvement and formulate marketing strategies to attract more customers.
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Listening to the customer's voice: examining perceived service value among business college students
LeBlanc, GastonView Profile; Nguyen, NhaView Profile. The International Journal of Educational Management13.4 (1999): 187-198.
Abstract (summary)
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The objectives of this study are to gain more insights into the dimensions used by business students when they consider value and to identify which cues are more important to them in their judgement of value. The study investigates differences in students' assessments of service value based on gender and study level. Recommendations for designing strategies that promise to foster value and positively effect the students' retention decisions are given. The results show that functional value, in the form of students' perception of the price/quality relationship that exists at the business school, is an important driver of value. Similarly, value judgements are found to be related to the acquisition of knowledge, the image projected by the business school, emotional value and social value. Moreover, gender is found to impact on value perceptions where female students give less importance to social value. Interestingly, the results show that as female students progress in their area of specialization, they tend to believe that the price/quality relationship deteriorates at the business school.
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Gaston LeBlanc: University of Moncton, Moncton, New-Brunswick, Canada
Nha Nguyen: University of Moncton, Moncton, New-Brunswick, Canada
ACKNOWLEDGMENT: The authors would like to acknowledge the financial support received from the Faculty of Graduate Studies (FESR), Universite de Moncton, through which this study was made possible.
Introduction
In services marketing, many studies have relied mainly on customer satisfaction and services quality to describe customer evaluations of services (Bolton and Drew, 1994). Indeed, numerous researchers have focused their attention on measuring levels of customer satisfaction (Churchill and Surprenant, 1982; Myers, 1991; Oliver and DeSarbo, 1988; Peterson and Wilson, 1992; Tse and Wilton, 1988), and on identifying the dimensions used by customers in their evaluation of services quality (Carman, 1990; Gronroos, 1990; LeBlanc and Nguyen, 1997; Parasuraman et al., 1988, 1991, 1994). More recently, marketing scholars have attempted to grasp and better understand the dynamics of the relationship that exists between satisfaction and service quality and their impact on customer purchase intentions (Bitner, 1990; Bolton and Drew, 1991a,b; Cronin and Taylor, 1992; Taylor and Baker, 1994). This decade, the concept of value has also emerged as an important higher order construct linked to quality and price (Zeithaml, 1988), and to the survival of man ...
Perception is the organization, identification, and interpretation of sensory information to understand one's environment. Perception involves both bottom-up processing of sensory input and top-down processing influenced by memory, learning, and expectations. While perception seems effortless, it is actually a complex process involving the nervous system. Customer perception is influenced by their actual experiences with products and services as well as interactions with companies and other factors. Understanding customer perception is important for building customer loyalty and gaining competitive advantage in today's business environment.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study examines how promotional benefit level and brand awareness moderate the effectiveness of price discounts versus premiums (non-monetary promotions like free gifts). The study uses an experiment with different conditions manipulating these factors. The results suggest that at high and moderate benefit levels, price discounts are more effective than premiums in terms of perceived value and purchase intentions. At high and low brand awareness levels, price discounts are also more effective than premiums. The findings provide guidance to managers on the best promotion strategies depending on benefit level and brand awareness.
This document summarizes a study on the relationship between relationship marketing and customer satisfaction. The study finds that relationship marketing, which focuses on building relationships with customers at every interaction point, can increase customer satisfaction and retention. Maintaining customer trust and commitment through communication, customization, and gratitude can influence customer behavior and loyalty. When companies prioritize customer satisfaction through relationship marketing strategies, it can improve financial performance over the long run and attract new investors. The conclusion is that catering to customer demands through relationship building is important for business success and growth.
Similar to Atmospheric Affect as a Tool for CreatingValue and Gaining S.docx (20)
1-2paragraphsapa formatWelcome to Module 6. Divers.docxjasoninnes20
1-2
paragraphs
apa format
Welcome to Module 6. Diversity can help ensure that a team has the skills and knowledge necessary for the successful completion of tasks. Diverse teams, as long as they are well managed, tend to be more creative and achieve goals more efficiently. Leaders must understand and appreciate the diversity that exists in their team. Answer the following question as you think about the diversity that exists within your own organization.
How does this diversity help your team achieve its goals?
Have you noticed any barriers to team unity that may be attributed to the diversity of team members' backgrounds?
How has your background and experience prepared you to be an effective leader in an organization that holds diversity and inclusion as core to its mission and values?
.
1-Post a two-paragraph summary of the lecture; 2- Review the li.docxjasoninnes20
1-Post a two-paragraph summary of the lecture;
2- Review the links and select one. Briefly explain how they support our curse.
http://www.fldoe.org/
http://www.eric.ed.gov/ERICWebPortal/Home.portal
http://firn.edu/doe/sas/ftce/ftcecomp.htm
Use APA 7.
each work separately.
.
1-What are the pros and cons of parole. Discuss!2-Discuss ways t.docxjasoninnes20
1-What are the pros and cons of parole. Discuss!
2-Discuss ways to improve parole so that offenders have a better chance of being successful in the community
3-What are the barriers that parolees face when they return to the community that contribute to them failing. Give a relative example!
Submit in 3 paragraphs
.
1-page (max) proposal including a Title, Executive Summary, Outline,.docxjasoninnes20
1-page (max) proposal including a Title, Executive Summary, Outline, Team members, Task Assignment and Duration (who is doing what part). Include your anticipated dataset(s) and techniques/software. Please provide a list of the main references you want to use for your project in any appropriate format, e.g. Vancouver or APA style.
proposal is due by october 7th 2020 at 12pm est
project by 25th october
instructions for project are in the folder
.
1-Identify the benefits of sharing your action research with oth.docxjasoninnes20
1-Identify the benefits of sharing your action research with others.
-How does sharing your action research assist you in achieving your goal to improve the lives of your students?
2-Describe the criteria used to judge action research.
-What determines if your action research study gets published?
3-Identify one Web site resource (ERIC)and describe how it assisted you in designing, implementing, evaluating, writing and/or sharing your action research. Choose any one of the Web site sources listed in chapter 10(last page of attachment)
4-Why does Mills suggest in the last chapter of his book that this is really the beginning of your work?( start page 291)
Source:
Mills, G. E. (2000). Action research: A guide for the teacher researcher. Prentice-Hall, Inc., One Lake Street, Upper Saddle River, New Jersey 07458.
.
1-page APA 7 the edition No referenceDescription of Personal a.docxjasoninnes20
1-page APA 7 the edition / No reference
Description of Personal and Professional Goals My personal goal within the health care field is to become a successful and exceptional
nurse.
1-page APA 7 the edition / No reference
Reflection of the program Discussions about the program has helped my growth as a capable nurse. And talk about how good the program.
.
1-Pretend that you are a new teacher. You see that one of your st.docxjasoninnes20
A student is bullying their peers by teasing, joking, and targeting students who appear less socially adept. The bullying goes beyond friendly banter and often leaves victims feeling hurt and ashamed. As a new teacher, steps should be taken to stop the bullying and build the self-esteem of targeted students. The causes of the bullying behavior need to be addressed, and a tiered behavior management program could help encourage student success.
1- What is the difference between a multi-valued attribute and a.docxjasoninnes20
1- What is the difference between a multi-valued attribute and a composite attribute? Give examples.
2- Create an ERD for the following requirements (You can use Dia diagramming tool to create your ERD):
Some Tiny College staff employees are information technology (IT) personnel. Some IT personnel provide technology support for academic programs, some provide technology infrastructure support, and some provide support for both. IT personnel are not professors; they are required to take periodic training to retain their technical expertise. Tiny College tracks all IT personnel training by date, type, and results (completed vs. not completed).
.
1- What is a Relational Algebra What are the operators. Explain.docxjasoninnes20
1- What is a Relational Algebra? What are the operators. Explain each.
2- What is the
INNER JOIN
operation between the following two relations (data sets or tables of data).
Hint: Use OWNER_ID column as common column between the two tables and list all columns of the two tables that have common OWNER_ID.
.
1- Watch the movie Don Quixote, which is an adaptation of Cerv.docxjasoninnes20
1-
Watch the movie
Don Quixote
, which is an adaptation of Cervantes' novel
Don Quixote
. Then, write at least two paragraphs (minimum five well-developed sentences per paragraph) to explain a lesson one could learn from the characters. You need to incorporate at least three of the ideas provided below:
The value of friendship
Humility and nobility
Importance of time
Importance of reading
Importance of optimism
The role of imagination and vision
Justifying commitment
Sense of self and disciple
Building leadership
.
1- reply to both below, no more than 75 words per each. PSY 771.docxjasoninnes20
1- reply to both below, no more than 75 words per each.
PSY 7710
4 days ago
Karissa Milano
unit 9 discussion scenario 3
COLLAPSE
ABA Procedure: A DRO (differential reinforcement of other behavior) to address SIB exhibited by a toddler in a home setting.
Special Methods: Any appropriate behaviors other than SIB will be reinforced through a specific amount of time (every five minutes). Reinforcement is only given when the individual does not engage in SIB behaviors.
Risks
Notes
1 Implementing the plan at home can be difficult.
1 The family might be concerned with their safety and the safety of the child. There should be a protocol before implementing this intervention.
2 Family members and client could be at risk for danger.
2 The parents might be concerned for the safety of themselves and their child.
3 Possible increase in SIB
3 SIB behaviors might increase before it decreases due to an extinction burst. The behavior analyst should have a protocol before implementing this intervention.
4 SIB behaviors could remain the same.
4 If there is no change in the clients SIB behaviors then a preference test should be conducted to determine motivating reinfoncers.
Benefits
Notes
1 Generalization
1 The client will learn to use this skill at home as well as be able generalize this skill into other settings.
2 Improved learning environment
2 SIB behaviors will decrease and appropriate behavior will be taught. SIB will no longer impact the client and family in the future.
3 Increase in appropriate behaviors
3 Appropriate behaviors will be taught and replace the SIB behavior.
4 Least intrusive intervention
4 Using reinforcement to decrease the problem behavior and increase appropriate behaviors. This is a least restrictive method of treatment.
5 Parent training and involvement
5 Parents will feel confident about implementing this evidence based treatment at home. This will can lead to an increase a buy in from the family and they will feel comfortable implementing other interventions in the future.
Summary: DRO is an intervention that is used when the client does not engage in the problem behavior (SIB) (Bailey & Burch, 2016). Reinforcement should only be given to the individual after a certain amount of time that the client is not engaging in the problem behavior; in this case it should be after five minutes of the client not engaging in SIB. The person who is implementing this treatment should not reinforce the problem behavior. The benefits of implementing DRO outweigh the risks of implementing DRO. DRO is a good intervention to use when decreasing SIB behavior. Although there are some risks, the individual who is implementing DRO should have the knowledge, training and experience and be confident when implementing DRO ( Bailey & Burch, 2016).
Reference
Bailey, J. S., & Burch, M. R. (2016).
Ethics for behavior analysts
(3rd ed.). New York, NY: Routledge.
PSY 7711
3 days ago
Emily Gentile
Unit 9 Discussion
C.
1- Pathogenesis 2- Organs affected in the body 3- Chain of i.docxjasoninnes20
1- Pathogenesis
2- Organs affected in the body
3- Chain of infection and its Links associated: Infectious agent, Reservoirs, Portal of Exit, Route of Transmission, portal of Entry, and Susceptible Host. All must to be defined in the chosen agent.
4- Incidence, Prevalence, and Prevention of this infectious disease
5- Treatment if possible
6- Please answer, being a Nurse. “How are you going to break down the chain of infection of the selected microorganisms, to avoid Cross Contamination ?
.
1- I can totally see where there would be tension between.docxjasoninnes20
1- I can totally see where there would be tension between these two, especially in today’s world. I am no expert on religion or science for that matter, but I do feel like some of the tension is unnecessary. I feel that the two can work to benefit our patients by balancing them with the needs of the patient. Let’s take my kids for instance, if they were sick with some known treatable disease there would be no other option in my mind to treat them with science and medicine that has been proven to work. I wouldn’t only pray for them to get better and not do anything about it, but I would pray for them and do whatever was necessary to help my family deal with the stress and worry of a child being sick. Here we have used them both to our benefit and they each serve a different purpose and effectiveness. Thanks again for your post!
2-My perception of the tension between science and religion is founded at first glance and then not when looked at more closely. Science and religion can coincide in health care if respected for their own strengths and limitations. I feel that a healthy balance of both can benefit our patients providing different needs when they’re needed. I have seen with my own eyes CRP markers drop in an infant receiving antibiotic treatment and I have also seen an infant that wasn’t supposed to live by scientific probability actually make it and thrive with prayer being the only obvious intervention. So, trying to single out one over the other as more effective than the other seems less beneficial than trying to work them both in when the patient requires such help.
I feel that science is good for some of the more usual cases and things we feel we can help with its information, and I also feel that we can use religion to help a patient with their mental aspects of healing. We can quantify an improvement in a patient through lab levels and such, but it's hard to do the same with religion and how a patient uses that tool as comfort or however they use it in their lives. “Some observational studies suggest that people who have regular spiritual practices tend to live longer. Another study points to a possible mechanism: interleukin (IL)-6. Increased levels of IL-6 are associated with an increased incidence of disease. A research study involving 1700 older adults showed that those who attended church were half as likely to have elevated levels of IL-6. The authors hypothesized that religious commitment may improve stress control by offering better coping mechanisms, richer social support, and the strength of personal values and worldview” (NCBI, 2001). In this example we see the benefits were surveyed to be founded, but the exact workings aren’t exactly known. The great thing about science is that usually we have some tangible results that are repeatable and there’s safety to be found in that. The great thing about religion is that we can have faith in whatever we believe in and that’s all that’s needed. It's our.
1- One of the most difficult challenges leaders face is to integrate.docxjasoninnes20
1- One of the most difficult challenges leaders face is to integrate their task and relationship behaviors. Do you see this as a challenge in your own leadership? How do you integrate task and relationship behaviors?
2- If you were to change in an effort to improve your leadership, what aspect of your style would you change? Would you try to be more task oriented or more relationship oriented?
.
1- Design one assignment of the Word Find (education word) and the o.docxjasoninnes20
1- Design one assignment of the Word Find (education word) and the one of Using Digital Technology in two separate attachments, each named. Note that a sample of each is located in attachment.
2- Read the lecture and post a one-paragraph summary of the lecture. (Graphic organizers).
.
1- This chapter suggests that emotional intelligence is an interpers.docxjasoninnes20
1- This chapter suggests that emotional intelligence is an interpersonal leadership whether you agree or disagree with this assumption. As you think about your own leadership, do emotions help or hinder your role as a leader? Discuss.
2- One unique aspect of leadership skills is that they can be practiced. List and briefly describe three things you could do to improve administrative skills.
.
1-2 pages APA format1. overall purpose of site 2. resources .docxjasoninnes20
This document outlines requirements for a 1-2 page paper in APA format. It must include 3 headings addressing the overall purpose of the site, resources available to social workers, and how these resources can be used in assessments or interventions with children. A reference page for the site is also required.
1-Define Energy.2- What is Potential energy3- What is K.docxjasoninnes20
This document defines energy and different types of energy like potential and kinetic energy. It also defines metabolism, listing the two main types and defines enzymes, naming the most important classes. It asks to name the three metabolic pathways and defines aerobic cellular respiration and anaerobic respiration. It defines fermentation and asks to name the final products of anaerobic respiration. It asks about the main function of enzymes, names the six types of enzymes and defines energy of activation. It asks about factors that affect enzyme activity and defines what a cofactor is.
1- Find one quote from chapter 7-9. Explain why this quote stood.docxjasoninnes20
1- Find one quote from chapter 7-9. Explain why this quote stood out to you. What is its importance?
2- Discussion 7-9
1-Share your quote and ideas.
2- “violence is the only lever big enough to move the world”
3-Compare and contrast Elwood and Turner.
4-Why is Turner right? Why is he wrong?
5- Theme. reading vs reals world, inside vs outside, optimism vs pessimism, violence, division of lower class among racial lines.
7- “violence is the only lever big enough to move the world”
.
1-Confucianism2-ShintoChoose one of the religious system.docxjasoninnes20
1-Confucianism
2-Shinto
Choose one of the religious systems above; find some point of interest to discuss (350 wds). You may use your textbook OR any other reputable encyclopedia or source. ALWAYS CITE your source.
To support your response you are required to provide at least one supporting reference with proper citation
.
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
How to Fix the Import Error in the Odoo 17Celine George
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LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
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it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
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Atmospheric Affect as a Tool for CreatingValue and Gaining S.docx
1. Atmospheric Affect as a Tool for Creating
Value and Gaining Share of Customer
Barry J. Babin
UNIVERSITY OF SOUTHERN MISSISSIPPI
Jill S. Attaway
ILLINOIS STATE UNIVERSITY
Can the retail atmosphere be useful in developing long-lasting
relationships many retailers inhabit, success driven retailers
must find ways
to maintain stability and grow in order to survive.with
consumers? This research addresses this question by
investigating
the impact of positive and negative affect associated with
ambient environ- At a basic level, retailers’ lifeblood is the
revenue developed
through relationships with customers. This revenue can
bemental conditions. A key dependent variable is
conceptualized and vali-
dated and captures the proportion of business a customer spends
in one expanded and developed through cultivating relationships
with new customers, encouraging current customers to
spendlocation relative to a store’s direct competitors. Structural
equation results
suggest that both positive affect and negative affect impact this
measure, a larger proportion of their dollars with the retailer,
and by
extending the length of time or duration of the relationship—but
2. the impact is facilitated through both feelings’ relationship with
hedonic
and utilitarian shopping value. J BUSN RES 2000. 49.91–
2000 seeking customers for life. A Canadian grocery chain
explored
these avenues for increasing profitability and observed that
ifElsevier Science Inc. All rights reserved.
each customer purchased one additional produce item, profit-
ability would increase by more than 40%. Similarly, current
customers who substituted two store-brand items for two
S
urvival through continuous acquisition of consumer re- national
brand items each store visit, would increase profitabil-
ity by 55%. Furthermore, if these improvements were
achievedsources is the most paramount goal and most appro-
priate orientation of a firm (Anderson, 1982). Retailers
simultaneously, future gross profits could be improved dra-
matically (Grant and Schlesinger, 1995). Thus, expanding aand
service providers have offered various incentive programs
in an effort to gain a greater share of each customer’s business.
customer’s share of wallet can lead to profitability gains and
future success. The question remaining is how can retailersLike
airlines with frequent flyer programs, hair salons, book-
stores, and even mass merchandisers have offered programs
achieve a greater proportion of customers’ expenditures?
The research presented here investigates a retailer’s physicalin
which frequent purchasers can gain further purchase incen-
tives. The success and expense of these programs vary, but
atmosphere and its role in creating consistent purchase behav-
3. ior. Previous research demonstrates how ambient conditions,the
focus on developing more repeat purchases from each
consumer motivates research into other avenues for generating
including store layout, design and signage, and employee and
customer appearance, evoke varying levels of emotions amonga
like response.
Retailers are seeking ways to maintain customer share and
patrons (Baker, Grewal, and Levy, 1992; Bitner, 1992; Darden
and Babin, 1994), and that these emotions impact store shop-
increase profitability partially due to recent estimates forecast-
ing industry shakeouts and consumer shopping declines. In pers’
approach/avoidance behaviors (Donovan and Rossiter,
1982), willingness to buy (Baker, Grewal, and Levy, 1992);a
recent survey, 38% of respondents indicated they planned
to shop at malls less often during the next year compared price
perceptions (Grewal and Baker, 1994); perceived value
(Babin, Darden, and Griffin, 1994); current period purchasewith
their past shopping trips. Retail consultants predict “as
many as 300 of the roughly 1,800 regional and super-regional
behavior and customer satisfaction (Babin and Darden, 1996).
However, does the affect typically generated by a given
storemalls will be either shut down or converted to the
warehouse-
style retailing” (Labich, 1995, p. 103). Given the shaky ground
atmosphere affect patron purchase behavior over an extended
period of time?
Specifically, a causal model is developed and tested to
Address correspondence to J. S. Attaway, Illinois State
University, Depart-
4. ment of Marketing, Campus Box 5590, Normal, IL 61790-5590.
explore whether a patron’s repeated purchase behavior is a
Journal of Business Research 49, 91–99 (2000)
-
2963/00/$–see front matter
655 Avenue of the Americas, New York, NY 10010 PII S0148-
2963(99)00011-9
92 J Busn Res B. J. Babin and J. S. Attaway
2000:49:91–99
function, in part, of affect experienced while shopping and
retail setting, some arousal indicators that can have ambiguous
perceived personal shopping value. Shopping value is hypoth-
valence in other situations (e.g., excitement, boredom) take
esized to mediate the relationship between affect and purchase
on more consistent positive or negative meanings (see Smith
behavior. The basic rationale is that if the physical aura within
and Ellsworth, 1985). For example, while excitement gener-
an environment evokes positive affect as opposed to negative
ally can be either negative or positive, in a retail setting excite-
affect, consumers will perceive greater value from their time,
ment represents a more pervasively positive reaction.
and the increased value serves as a reward encouraging further
Additionally, research suggests that positive and negative
patronage. Study results are discussed in terms of implications
affect can exhibit quite disparate effects. For example, positive
for further empirical support and development of the Service-
affect is stored in memory and retrieved differently than is
scape model (Bitner, 1992), and in an effort for further under-
negative affect (Dubé and Morgan, 1996). Additionally, the
standing of marketing variables that affect the proportion of
impact of negative and positive moods on memory varies
5. business a consumer gives to a specific marketer, or “share
(Diener and Emmons, 1984). Environments evoking negative
of customer.” events leave a more vivid impression and are
recalled more
easily. Consistent with this finding, the relationship between
negative mood and satisfaction from a shopping trip can
beConceptual Background
stronger than the relationship between positive mood and
consumer satisfaction (Babin and Darden, 1996). Further-The
proposed model involves five key constructs. The exoge-
more, marketing practitioners often think in terms of increas-
nous constructs for the model are the levels of positive and
ing the positive and decreasing negative events (Arnould
andnegative affect experienced in a given servicescape. These
are
Price, 1993). Therefore, in this study, atmospheric-based af-
expected to influence consumer perceptions of both utilitarian
fect is operationalized as two separate, negatively related di-and
hedonic shopping value (Babin, Darden, and Griffin, 1994).
Repeat purchase behavior is operationalized as the proportion
mensions—positive and negative affect.
of resources expended at a given retailer compared with the
total amount a consumer spends within a category. Each of
Perceived Shopping Value
these constructs is described in more detail below along with
Researchers note that shopping value should account for more
hypotheses predicting specific interactions among them. than
simply functional utility (Bloch, Sherrell, and Ridgway,
1986). Shopping can be valuable from a task-oriented stand-
Shopping Affect point where a consumer finds an intended item,
receives an
Donovan and Rossiter (1982) initiated a stream of empirical
intended service, or gathers useful information. Shopping also
6. research documenting an environment’s ability to change con-
can provide value experientially in the form of immediate
sumer emotions and thereby affect behaviors that drive retail
personal gratification. Value is related to tangible and hedonic
and service provider performance. For example, positive affect
consequences (Holbrook and Corfman, 1985). Therefore, per-
encourages a shopper to stay longer and interact with other
ceived shopping value is operationalized as two dimensions
employees more (Donovan and Rossiter, 1982; Dawson,
indicating an assessment of the overall worth of shopping
Bloch, and Ridgway, 1990; Hui and Bateson, 1991; Babin and
activity in terms of utilitarian and hedonic shopping value
Darden, 1995), it can simplify a consumer’s decision-making
(Babin, Darden, and Griffin, 1994). Utilitarian value reflects
style (Isen, 1989; Babin, Darden, and Griffin, 1992), build a
task-related worth, and hedonic value reflects worth found
positive store image (Darden and Babin, 1994), and improve in
the shopping experience itself aside from any task-related
merchandise and service quality perceptions (Baker, Grewal,
motives.
and Parasuraman, 1994). Negative affect has been associated
THE IMPACT OF POSITIVE EMOTIONS. Emotions
associatedwith crowding and has been shown to increase
consumers
with a specific atmosphere influence value perceptions
(Babindesire to leave (Eroglu and Machleit, 1990).
and Darden, 1995). All things considered, it is rather
obviousVarious researchers have adopted different
dimensionalities
that consumers would prefer to interact in a positive environ-in
studying consumer-based emotions. Environmental psy-
ment. A substantial body of literature documents and de-
chologists proposed that three dimensions—pleasure, arousal,
scribes shopping’s emotional worth and entertainment valueand
dominance—adequately represent the emotional experi-
7. (Bellenger, Steinberg, and Stanton, 1976; Markin, Lillis,
andence (Mehrabian and Russell, 1974). Pleasure and arousal
Narayana, 1976; MacInnis and Price, 1987). In some in-
generally have been operationalized by store atmosphere re-
stances, the expected positive affect (pleasure,
excitement,searchers with few studies showing any effects of
dominance
etc.) motivates shopping activities (Darden and Reynolds,(cf.,
Babin and Darden, 1995). However, other researchers,
1971). Therefore, positive affect is expected to influence he-
using frameworks based on Izard’s (Izard, 1977) work, have
donic shopping value positively.proposed that separate positive
and negative affect dimensions
However, there is evidence to suggest that positive affectare
useful in understanding consumer reactions (Mano and
Oliver, 1993; Oliver, 1993; Bagozzi and Moore, 1994). In a can
actually improve task efficiency. Isen (1987) suggested
93Atmospheric Affect as a Tool for Creating Value J Busn Res
2000:49:91–99
experimentally that hypothetical car shoppers showed greater
single interaction with an environment, resource expenditures
may cause value (Babin and Darden, 1995). Over
extendedefficiency when induced with positive affect compared
with
periods of time involving numerous decisions evoking
choicesthose in a control group. Furthermore, if positive affect
im-
within some store type, it is the value typically received
thatproves merchandise perceptions (Baker, Grewal, and Parasu-
will drive repeat purchasing behavior as operationalized
byraman, 1994), there is a greater likelihood that product acqui-
8. customer share. Put succinctly, the store atmosphere
evokessition will take place. Thus, by facilitating the task,
positive
emotions, these emotions help determine value, and this
valueemotions are expected to influence utilitarian shopping
value
motivates customers to patronize a given choice
repeatedly.positively.
New retail mall formats, such as Forum Shops in Las Vegas,
THE IMPACT OF NEGATIVE EMOTIONS. Contrasting with
the recognize the importance of atmospheric elements in
creating
positive affect, negative affect can be detrimental to utilitarian
value. The Forum Shops “approximates a Roman street scene,
value. Negative affect is not rewarding in and of itself and with
a polished flagstone floor and a painted-sky ceiling whose
thus distracts from an activities worth. Also, negative emotions
color is changed from dawn to dusk in hourly cycles by a
generally create a desire to withdraw from an environment.
system of computerized lights. Appropriately garish statu-
For example, negative affect may encourage consumers to be
ary—and upscale restaurants like Spago and The Palm lead
less patient waiting for service (Chebat, Filiatrault, Gélinas- the
way to pricey retailers like Gucci, Louis Vuitton, and
Chebat and Vaninsky, 1995; Baker and Cameron, 1996) and
Gianni Versace. Each hour robotic statues on one of the foun-
can lower involvement (Mano and Oliver, 1993). Consumers
tains come alive and put on a show. Other attractions include
feeling these emotions while in a store become less likely to
Roman processions and nightly gladiator battles” (Labich,
fulfill their intended purpose (Eroglu and Machleit, 1990).
1995, p. 105). This format has proven successful by generating
Therefore, increased negative affect is expected to lower both
$1,000 per square foot or more in annual sales since the
hedonic and utilitarian shopping value. property opened
9. (Labich, 1995). It is likely the Forum Shops
atmosphere creates positive emotions and greater levels of
hedonic shopping value.Creating Customer Share
An overall model reflecting this conceptualization was de-
Previous research has linked in-store mood to in-store spend-
veloped and is shown in Figure 1. The predictions and pro-ing
(Babin and Darden, 1996). However, the interest here is
posed paths can be summarized in the following
hypotheses:more long term and asks whether or not the affect
associated
with an environment translates into consistent repeat purchase
H1: Positive affect is related positively to hedonic shopping
behavior. That is, given several stores with similar product
value.
offerings, will a consumer patronize a store proportionately
H2: Positive affect is related positively to utilitarian shop-
according to the affect known to be experienced there? Cus-
ping value.
tomer share is seen as that key postconsumption outcome
H3: Negative affect is related negatively to hedonic shop-
construct. How much business does a firm get relative to its
ping value.competitor from each individual customer?
The feelings experienced while interacting within an envi- H4:
Negative affect is related negatively to utilitarian shop-
ronment are stored in memory and, over time, create schema-
ping value.
based affect (Fiske, 1982). Schema-based affect can alter con-
H5: Hedonic shopping value is related positively to cus-
sumers’ cognitive reactions (Babin, Darden, and Boles, 1995).
10. tomer share.
More specifically, positive affect is associated with more favor-
H6: Utilitarian shopping value is related positively to cus-
able choice intentions and negative affect is associated with
tomer share.
less favorable choice intentions (Fiske, 1982). The schema-
H7: Perceived shopping value mediates the relationshipbased
affect becomes active when a patronage decision is being
between affect and customer share.made, and those stores
evoking negative affect are less likely
to be patronized. Thus, affect experienced typically in an
environment should relate to customer share. Research Methods
However, this effect is expected to be mediated by per-
Sampleceived shopping value. It is through the creation of
perceived
value that this effect takes place. The affect creates value, A
study was designed and implemented that tested the pro-
and this value creates perceptions of worth. Thus, in making
posed model. Before the main study, a pretest was conducted
further purchase decisions, consumers develop cognitive rules
to identify retailers that (1) had similar merchandise offerings
that become increasingly stronger as similar levels of worth are
and (2) were perceived to provide primarily utilitarian or
perceived (Holland, Holyoak, Nisbett, and Thagard, 1989).
primarily hedonic value. The pretests were performed utilizing
Retailers take on meaning through these cognitive processes
free association techniques and a convenience sample of 36
consumers. Each respondent was asked to list the most
salient(Ward, Bitner, and Barnes, 1992). Also, while in any one
11. 94 J Busn Res B. J. Babin and J. S. Attaway
2000:49:91–99
Figure 1. Hypothesized paths representing proposed structural
model of atmospheric affect, shopping value, and customer
share.
representations of a “utilitarian” and a “hedonic store.” This
structured item batteries. A “customer share” measure was
developed and attempted to capture the extent of temporalwas
done by describing a fictitious location that would, by
law, only allow one type of store or the other. An example and
economic resources proportionally spent at the assigned
store compared with the competition. Four items asked re-
description of a utilitarian store included phrases such as “the
type of store you go to only to get a specific product” and a
spondents to fill in blanks indicating (a) the usual shopping
time at store X, (b) the proportion of times he/she
shoppedhedonic store as “the type of store that is enjoyable just
to
visit.” Each subject received only one condition. After this in
the primary store category that he/she selected store X, (c)
how much out of every $100 spent in a store like store X
wastask, subjects rated local retailers for similarity in
merchandise
offerings. The purpose of this pretest was (1) to insure variabil-
spent at store X, and (d) out of every $100 spent in the store’s
main category, how much was spent in store X. Additionally,ity
in the store orientations used in the main study and (2) to
12. insure that stores used were competitors based on merchandise
respondents were asked to circle a percentage that reflected
the proportion of patronage given to store X. These
itemsassortments. From these results, anchor stores at a major
re-
gional mall were selected to serve as stimuli for the main study.
were standardized prior to analyses providing a common met-
Study respondents were taken from a convenience sample ric.
The items are described in detail in the Appendix.
of mall shoppers. Graduate marketing research students inter-
Perceived shopping value was measured using a shortened
cepted potential respondents and requested participation. Po-
version of a measure assessing both utilitarian and hedonic
tential respondents were asked to take a few minutes to fill
shopping value (Babin, Darden, and Griffin, 1994). The scale
out a “brief” questionnaire. Given the intercept nature of the
was shortened in an effort to minimize questionnaire length.
interview, it was expected that most potential respondents Five
items were included that indicated hedonic shopping
would have familiarity with all stores. A familiarity rating was
value and four that indicated utilitarian shopping value. The
included on this survey and confirmed this finding. However,
two dimensions contrast the value derived from being in an
four respondents were excluded for lack of familiarity. In all,
atmosphere for its own sake and for carrying out a consumer
156 respondents were intercepted and completed question- task.
Respondents used a five-point Likert type scale to indi-
naires. 144 were complete and used after listwise deletion. cate
value derived from a typical shopping trip to store X.
Nine items assessed in-store affect. Space precluded use of
Response Form a more extensive battery. Affect descriptions
were selected
13. based on their representativeness of positive and
negativeRespondents were randomly assigned to respond to one
of
affect (Smith and Ellsworth, 1985; Green, Goldman, and Salo-
the stores. The initial task required that respondents describe
vey, 1993) and on their applicability to a retail atmospherein a
paragraph a “typical” shopping trip to the assigned store.
setting (Darden and Babin, 1994). Items representing
positiveThis provided a memory aid serving to frame the
questionnaire
affect include happy, satisfied, excited, bold, and energetic.in
terms of respondents’ total knowledge of a retailer.
Following this task, respondents were queried using several
Items representing negative affect include disgust, boredom,
95Atmospheric Affect as a Tool for Creating Value J Busn Res
2000:49:91–99
Table 1. Confirmatory Factor Analyses Results:sleepiness, and
annoyed. Responses were collected using a
Standardized Estimatesstandard “degree felt” scale assessing
the degree to which they
experience each feeling on a typical visit to store X. Item CS
HV UV PA NA
CS1 0.61
Results CS2 0.86
CS3 0.90
Measurement Results CS4 0.72
14. HV1 20.62The proposed model and hypotheses were tested
using struc-
HV2 0.69tural equations analyses. A two-step model validation
proce-
HV3 0.76
dure was followed that first examines and purifies the mea-
HV4 0.86
surement model and then tests the proposed theoretical HV5
0.83
structure (Anderson and Gerbing, 1988; Gerbing and Ander-
UV1 0.63
UV2 20.86son, 1992). This provides for better testing of the
theorized
UV3 20.48paths and allows the measurement fit to provide a
basis for
PA1 0.64
assessing the structural model since a conventional measure-
PA2 0.93
ment model provides the fit identical to a fully saturated PA3
0.89
recursive model (cf. Babin and Boles, 1996). PA4 0.79
PA5 0.65Initial confirmatory factor results suggested three
items
NA1 0.86producing poor empirical results (low loading and
highly
NA2 0.88
correlated error terms) that were dropped from further analy-
NA3 0.82
15. ses (Anderson and Gerbing, 1988). Thus, the final confirma-
Variance
tory model consists of 20 item indicators and 5 latent factors.
Extracted 0.61 0.57 0.46 0.78 0.85
ScaleTable 1 displays measurement model estimates. All
loading
Reliability 0.80 0.83 0.74 0.83 0.75estimates are highly
significant (p , 0.001), reliabilities exceed
Correlation with
0.7, and variance extracted estimates are all above 0.5 with
HV 0.43
the exception of that for utilitarian value (0.46). Additionally,
UV 0.46 0.32
the square of each F is less than the variance extracted in each
PA 0.35 0.67 0.35
NA 20.37 20.35 20.51 20.26construct. Finally, the hypothesized
measurement structure
produced a x2 of 3170.6 with 160 degrees of freedom (a ratio
CS, customer share; HV, hedonic value; UV, utilitarian value;
PA, positive affect; NA,of 10.98), a root mean squared residual
(RMSR) of 0.07, a
negative affect.
comparative fit index (CFI) of 0.90, and a parsimony normed
fit index (PNFI) of 0.69. The results indicate a satisfactory fit
and provide evidence of convergent and discriminant validity
ships between negative affect and each shopping value dimen-
(Fornell and Larcker, 1981; Gerbing and Anderson, 1992). sion.
H3 is supported by the significant, negative path estimate
(g11 5 20.19, t 5 22.5, p , 0.01) from negative affect to
16. Theoretical Results hedonic value. H4 also is supported and
demonstrates a
stronger effect of negative affect on utilitarian value.Figure 2
depicts results of testing the proposed theoretical
model using structural equations analysis. The model x2 is
Hypotheses 5 and 6 predict direct positive effects of each
shopping value dimension on purchase behavior as
captured3180.8 with 163 degrees of freedom, which is not
significantly
different from the measurement model, and the remaining by the
customer share measure. H5 is supported by a signifi-
cant, positive path estimate of 0.32 (t 5 3.5, p , 0.001).fit
indices are little changed from the confirmatory model.
Furthermore, the PNFI increased to 0.71 suggesting that the
Likewise, H6 is supported by a significant, positive path esti-
mate of 0.37 (t 5 3.5, p , 0.001).proposed model is a more
parsimonious representation of
the covariance among observed variables than is a saturated H7
is a formal statement of the mediating properties of
perceived shopping value. The overall model fit and the indi-
theoretical model.
Hypotheses 1 and 2 predict positive relationships between rect
effects (see Table 2) provide initial support. Further steps
were taken to assess the extent of mediation. For
example,positive affect and both hedonic and utilitarian
shopping
value. Both predictions are supported by the data. The path
additional models were tested adding direct paths from posi-
tive affect to customer share and from negative affect to cus-
17. between positive affect and hedonic shopping value is 0.62
(t 5 6.1, p , 0.001) while the effect of positive affect on tomer
share. In neither case did either the path estimate (insig-
nificant) or the overall fit (insignificant change) suggest
thatutilitarian value, 0.23 (t 5 2.3, p , 0.01) appears significant
but not as strong. a model including direct paths would provide
a better fit. The
addition of these paths did not affect the size or
significanceConversely, hypotheses 3 and 4 predict negative
relation-
96 J Busn Res B. J. Babin and J. S. Attaway
2000:49:91–99
Figure 2. Standardized structural path estimates suggesting the
effect of atmospheric-based affect on purchasing behavior. x2 5
318.8,
df 5 163; RMSR 5 .075, CFI 5 .90, PNFI 5 .71; Construct and
R2: HSV .48, USV .32, PB .31.
of other paths in the model. In terms of Baron and Kenny (0.28
versus 0.23) with a slight advantage for positive affect.
So, these results, although exploratory, do not suggest a
greater(1986), the addition of the facilitating construct
(mediator) is
attenuating (or accounts for) the simple relationship between
impact for negative as opposed to positive affect.
affect and customer share. Therefore, model results support
the role of perceived shopping value in facilitating the relation-
Discussion
ship between affect and customer share.
18. Additional post hoc analyses were conducted to investigate
Recent research suggests weaknesses in considering consumer
an interesting question concerning the efficacy of positive vis-
satisfaction/dissatisfaction as the best indicator of a consumer’s
a-vis negative affect. In other words, does negative affect have
future purchase behavior (Jones and Sasser, 1995). Others
a stronger effect on value? Several additional models were have
suggested alternatives including repeat purchase behav-
estimated that constrained the values of parameters for the ior
and value perceptions as superior indicators in this era of
coefficients representing the paths from positive affect and
relationship marketing (Berry, 1996). This research focuses
negative affect to hedonic and utilitarian value, respectively. on
these two constructs and on what effect the retail atmo-
In each model, the corresponding paths were set equal to one
sphere has in building superior levels of performance.
another in terms of absolute value. In the case of hedonic A
model of repeated purchasing behavior, reflected in cus-
shopping value, by inspection, positive affect has a greater
tomer share, or the proportion of resources given to a single
impact (0.62 versus 0.23), and this is supported further by a
retailer in a competitive arena, was developed and tested using
significant 1 degree of freedom x2 difference test. For utilitar-
structural equations modeling. The overall premise tested was
ian shopping value, negative affect has a greater coefficient that
patron affect experienced typically while interacting with
(0.46 versus 0.23), but this difference did not produce a a
retailer is related to relationship quality as expressed in
significant x2 difference test. Furthermore, a comparison of
customer share. Model results support this idea and explain
the overall effects shown in Table 2 shows similar total effects
it more precisely by considering the impact of perceived shop-
ping value. Rather than exhibiting a direct effect, positive and
negative affect alter perceived hedonic and utilitarian shopping
19. Table 2. Breakdown of Direct and Indirect Effects on value, and
through this perceived value, customer share is
Customer Share
affected.
Direct Effect Indirect Effect Total Effect Thus, ambient
atmospheric conditions contributing to a
positive affect help build customer share and ambient atmo-
Positive affect 0.28 0.28 spheric conditions contributing to
negative affect reduce cus-
Negative affect 20.23 20.23
tomer share. Unlike the effects of negative moods on customer
Hedonic value 0.32 0.32
satisfaction (Babin and Darden, 1996), the effects of
positiveUtilitarian value 0.37 0.37
and negative mood are similar with positive affect showing
97Atmospheric Affect as a Tool for Creating Value J Busn Res
2000:49:91–99
only a slightly stronger effect on customer share. Results sug-
trout pond. Oshman’s, a sporting goods retailer offers a minia-
ture skating rink, basketball court, and Rollerblade track togest
that retail atmosphere, in addition to effects on in-store
allow customers to use products before purchase
(Labich,shoppers, can help build a continuous consumer
resource
1995).acquisition base as patrons experience them and maintain
This research is limited in that it does not include a fullthem
20. cognitively in appropriate categories.
range of shopping venues and contains a limited number ofA
primary retail tactic to build customer share has been
constructs. Future research should investigate a wider varietythe
adoption of purchase incentives for accumulating pur-
of shopping choices. For example, research should
addresschases. This is a rather utilitarian approach in that it
provides
whether the same effects are observed among small
retailers.consumers an opportunity for greater efficiency in
exchange.
Perhaps an application to nonstore retailers would yield inter-
Results of the model suggests that these results may affect
esting results dealing with affect created among
consumerscustomer share positively given the observed direct
relation-
interacting with these venues. Additionally, research shouldship
between utilitarian shopping value and customer share.
address the potential moderating effects of shopping orienta-
Retailers should make these programs very consumer friendly
tions. For example, shoppers with more of a rule-based, func-
and avoid inconveniences in redemption else they risk creating
tional orientation might be affected more by utilitarian
value,negative affect in the environment that could diminish
poten-
whereas shoppers with a more environmental-based orienta-
tially positive effects on customer share. However, results
tion could be influenced more by hedonic value (Babin
andsuggest that more experiential or hedonic ambient elements
Darden, 1995). Research also should identify additional exog-
are equally important in building higher proportions of each
enous factors that help build shopping value. The impact
ofcustomer’s business. This is evidenced by a direct hedonic
both hedonic and utilitarian value confirms the notion thatvalue
customer share path that is not significantly different
consumers demand more than just goods acquisition and afrom
21. the utilitarian value customer share path. This evidence
retailer’s success depends on an equation that accounts
forprovides further justification for investment in the store
atmo-
all types of value including that received from
entertainmentsphere and the creation of appropriate affect
through manage-
(Berry, 1996). Hopefully, this work provides researchers
withment of ambient conditions.
a useful starting point in exploring these avenues.By mining its
consumer database, Taco Bell identified two
key market segments they referred to as penny pinchers and
speed freaks. Penny pinchers were 18 to 24, patronized Taco
Conclusions
Bell frequently, but spent a limited amount of money on
This study assessed the impact of environmental affect on
theonly three or four products from the menu. Speed freaks
share of customer a retailer acquires. A measure is
developedrepresented busy dual-income couples or parents who
were
and validated that assesses this key construct. Results
suggestconcerned with quick service, ease of use, as well as
taste and
that the retail atmosphere can be a useful tool in building
thisquality of product. Speed freaks sought out higher-priced
behavior. Furthermore, the study demonstrates the
importantmenu items and were more concerned with
convenience.
role of perceived shopping value in mediating the
relationship.Using this information, Taco Bell transformed its
production
Overall, retailers investing valuable resources in physical capi-
line to create greater efficiencies and speed and initiated an
tal in the hope of altering consumers feelings can take
22. solaceinventory-based approach instead of product on-demand.
Re-
in these results by the positive impact affect has on
purchasingsults were impressive with 54% more peak-hour
capacity and
behavior.a 71% reduction in waiting times (Grant and
Schlesinger,
1995). Therefore, Taco Bell succeeded in providing utilitarian
value to speed freaks, which based on this study’s results
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Appendix. Description Utilitarian Value
of Measures While shopping at [store X], I found just the items
I was
looking for.
I couldn’t buy what I really needed in [store X].
30. Customer Share I was disappointed because I had to go to
another store
to complete my shopping.Instructions: Please fill in the blanks
below so that the state-
It was a good shopping trip because it was over veryments
describe you accurately.
quickly.
out of every five times I shop for clothing, I shop
at [store X]. Positive and Negative Affect
Out of every $100 I spend in a store like [store X], I spend
Responses recorded on a five-point degree felt scale based on
at [store X]. how well they describe a typical shopping trip at
the store as
Out of every $100 I spend on clothing, I spend described by the
respondent. When shopping at [store X], I
at [store X]. feel:
My usual shopping trip to [store X] lasts about
Excitedminutes.
BoldHow much of the money you spend on clothing each
Energeticmonth do you spend in [store X]: 0–20%, 21–40%,
Happy41–60%, 61–80%, or 81–100%
Satisfied
Disgusted
Shopping Value Bored
Responses recorded with a five-point disagree—agree scale
Sleepy
Annoyedbased on how well they describe the typical shopping
experi-