... to increased perceptions of brand adaptability (mediator 1) and a positive effect on consumers’ perceived product quality (mediator 2), thus leading to stronger purchase intentions. Study 2 replicates and highlights the importance of market characteristics, showing that in markets with low organic market...

... to examine the effect of a stereotype threat on consumers’ perceptions of a product’s price–quality relationship. Findings This study found that being aware of a negative stereotype about one’s social group (i.e. gender here) led consumers to use price more as a quality indicator. This study also...

...-relationships between the influences on the purchase intention and the role of moral norms. Findings Five key influences on the purchase intention are identified (quality attributes, experience and familiarity, emotional attributes, the setting, support for the local economy). These influences are connected...

..., this paper investigates if CSR activities serve to signal higher brand value for consumers via perceptions of better quality and greater differentiation, specifically during recessions. This study incorporates a representative longitudinal sample of known US firms for the analyses, which is accomplished...

...Mehmet Demirbag; Sunil Sahadev; Erdener Kaynak; Aziz Akgul Purpose The purpose of this paper is to attempt to model the antecedents and consequences of quality commitment among employees in a service organization. Design/methodology/approach The conceptual model based on extant literature...

...Nick Lee Purpose The purpose of this editorial is to comment on the paper by Saunders and Wong in this issue. In doing so, the paper reflects on the notion of academic quality within marketing research, along with the systems in place to evaluate and reward it. Design/methodology/approach...

... of lean service tools, service call centres can serve the traditionally competing priorities both of operational cost reduction and of increased customer service quality. The lean approach is validated in the service context and proposed as a valuable addition to traditional service marketing approaches...

...Miguel A. Moliner; Javier Sánchez; Rosa M. Rodríguez; Luís Callarisa Purpose The purpose of this paper is to study the formation of a consumer's attitude towards a supplier, given the identification of the key indicators of perceived relationship quality, and their links with one another...

..., brand associations, perceived quality and attitudinal brand loyalty. A doubly multivariate design was incorporated in a structured questionnaire to collect data via mall intercepts in an Australian capital city. Findings Multivariate analysis of variance of the data indicated that consumer‐based...

...Kjell Toften; Kirsten Rustad Purpose To explore the perceived attributes of export information quality provided by export assistance sources, in order to provide some guidelines for how these information suppliers can improve the quality of their offered information. Design/methodology/approach...

... of Europe. Mailings Surveys Market research Quality Consumer behaviour Ever since Dillman and Frey (1974) started their first investigations using the total design method, the use of mail surveys has undergone a large expansion in the United States. Despite this growth, this system...

... directly to customer loyalty, with the former exerting the greatest influence; and perceived quality is a consequence of satisfaction. At the same time, the paper shows that the degree of elaboration in the bank selection process does not have a moderating influence on the causal relationships between...

...Christos Fotopoulos; Athanasios Krystallis The adoption of different quality assurance schemes, such as the Protected Denomination of Origin/Geographical Indication (PDO/PGI) by the European Union, has been a response to the growing demand for certified quality food products among consumers. Tries...

...Efthalia Dimara; Dimitris Skuras Certification, geographic association and traceability of food and drink products are quality cues that have not been extensively researched by the current academic literature. These quality cues are highly valued by consumers possessing certain socio‐economic...

..., thus providing a sustainable competitive advantage to the firm. In this paper, we provide firms with a scale for measuring the quality of these intangible relationships between service firms and their customers. We then test this scale against the related, yet dissimilar scale for service quality...

... orientation Service operations Quality Performance Han et al. (1998) empirically tested the “market orientation‐innovation‐performance” chain, finding that market orientation was positively related to organizational innovation in terms of both technical and administrative innovation, which...

...Iris Mohr‐Jackson The academic marketing literature reflects remarkably little effort to conceptualize total quality orientation, which is key to understanding customer satisfaction. The author synthesizes extant knowledge on the subject and provides a foundation for future research by delineating...

... of customer satisfaction is more than a perception of the quality received. What must be taken into account as well is the customer’s need of quality improvements and his willingness to pay for it. From a relationship perspective these aspects are fundamental, since they are both related to the costs...

... of a firm differed from those traditionally accepted as being used to assess service quality. In addition, an image‐related factor was identified as being significantly related to some of the clients′assessments of performance. Clients′ assessments of the different dimensions were also related more...

...Jos Lemmink; Hans Kasper Generally it is assumed that quality improvements are important tools for companies to gain a sustainable competitive advantage. The result of product quality improvements depends, for example on the reaction of competitors. If competitors react intensively and quickly...