The Experts below are selected from a list of 5724 Experts worldwide ranked by ideXlab platform
Eric T. Bradlow - One of the best experts on this subject based on the ideXlab platform.
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automated marketing research using Online Customer reviews
Journal of Marketing Research, 2011Co-Authors: Eric T. BradlowAbstract:Abstract Market structure analysis is a basic pillar of marketing research. Classic challenges in marketing such as pricing, campaign management, brand positioning, and new product development are rooted in an analysis of product substitutes and complements inferred from market structure. In this article, the authors present a method to support the analysis and visualization of market structure by automatically eliciting product attributes and brand's relative positions from Online Customer reviews. First, the method uncovers attributes and attribute dimensions using the “voice of the consumer,” as reflected in Customer reviews, rather than that of manufacturers. Second, the approach runs automatically. Third, the process supports rather than supplants managerial judgment by reinforcing or augmenting attributes and dimensions found through traditional surveys and focus groups. The authors test the approach on six years of Customer reviews for digital cameras during a period of rapid market evolution. They...
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Automated Marketing Research Using Online Customer Reviews
Journal of Marketing Research, 2011Co-Authors: Thomas Y Lee, Eric T. BradlowAbstract:Market structure analysis is a basic pillar of marketing research. Classic challenges in marketing such as pricing, campaign management, brand positioning, and new product development are rooted in an analysis of product substitutes and complements inferred from market structure. In this article, the authors present a method to support the analysis and visualization of market structure by automatically eliciting product attributes and brand's relative positions from Online Customer reviews. First, the method uncovers attributes and attribute dimensions using the 'voice of the consumer,' as reflected in Customer reviews, rather than that of manufacturers. Second, the approach runs automatically. Third, the process supports rather than supplants managerial judgment by reinforcing or augmenting attributes and dimensions found through traditional surveys and focus groups. The authors test the approach on six years of Customer reviews for digital cameras during a period of rapid market evolution. They analyze and visualize results in several ways, including comparisons with expert buying guides, a laboratory survey, and correspondence analysis of automatically discovered product attributes. The authors evaluate managerial insights drawn from the analysis with respect to proprietary market research reports from the same period analyzing digital imaging products.
Alan Wilson - One of the best experts on this subject based on the ideXlab platform.
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Exploring the antecedents to the Online Customer engagement behaviours; sharing, learning & endorsing
2018Co-Authors: Tara Angela Goddard, Alan Wilson, Maria KarampelaAbstract:The aim of this research is to add to the growing empirical research around Customer engagement and examine if motivational drivers mediate the relationship between personality traits and the Online Customer engagement behaviours (OCEB); sharing, learning and endorsing. The research was undertaken using an Online survey with 401 respondents who interacted with brands Online using social media sites; Facebook, Twitter and Instagram. The study provides evidence that the antecedents to Online Customer engagement behaviour not only interact but that together personality traits and motivational drivers impact specific types of OCEB. These findings help to deepen the understanding of what influences Customers to take part in specific OCEBs, and can be used by managers who are seeking to develop programs to strategically influence Online Customer engagement, to better understand these Customers. .
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evolving the Online Customer experience is there a role for Online Customer support
Computers in Human Behavior, 2016Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper advances our theoretical understanding with regard to the Online Customer experience in a utilitarian context. The aim of this research is to understand if there is a need for Online Customer support during search for information and services on business support websites. In contrast to previous studies highlighting time distortion as part of the optimal Customer experience, the findings of this research illustrate that Customers are time conscious during a utilitarian search with the perceived length of time spent on the website influencing the Customer experience. Additionally, the perceived length of time spent on the website influences the need to seek Online Customer support. The outcomes of Customers requiring Online Customer support in relation to the Customer experience have been established. The findings provide key managerial implications for economic development agencies and Online business support providers on the requirement of Online Customer support and insight into the time conscious nature of Customers in relation to the Online Customer experience. The notion of time distortion in the Online environment is context specific.During information search Customers require Online Customer support.The length of time spent on the website drives the need for Online Customer support.
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Evolving the Online Customer experience ... is there a role for Online Customer support?
Computers in Human Behavior, 2016Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper advances our theoretical understanding with regard to the Online Customer experience in a utilitarian context. The aim of this research is to understand if there is a need for Online Customer support during search for information and services on business support websites. In contrast to previous studies highlighting time distortion as part of the optimal Customer experience, the findings of this research illustrate that Customers are time conscious during a utilitarian search with the perceived length of time spent on the website influencing the Customer experience. Additionally, the perceived length of time spent on the website influences the need to seek Online Customer support. The outcomes of Customers requiring Online Customer support in relation to the Customer experience have been established. The findings provide key managerial implications for economic development agencies and Online business support providers on the requirement of Online Customer support and insight into the time conscious nature of Customers in relation to the Online Customer experience.
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An investigation into the Online Customer experience
2015Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper explores the Online Customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence Customers searching for business support services Online and to explore the potential role of social interaction during a Customer’s Online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the Online Customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.
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An investigation on the Online Customer experience – the role of social interaction
2015Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper explores the Online Customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence Customers searching for business support services Online and to explore the potential role of social interaction during a Customer's Online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the Online Customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.
Graeme Mclean - One of the best experts on this subject based on the ideXlab platform.
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Investigating the Online Customer experience – a B2B perspective
Marketing Intelligence & Planning, 2017Co-Authors: Graeme McleanAbstract:Purpose This paper explores the Online Customer experience (OCE) within business-to-business (B2B) websites. The purpose of this paper is to understand the influence of website credibility and information quality on the OCE during search for information and services. In addition, this paper acknowledges the role of Customer support within the offline environment and thus explores the potential role of Online Customer support during a Customer’s Online experience. Design/methodology/approach An Online experiment was conducted with 195 participants along with an associated questionnaire for data capture. Three tasks were developed for participants which they had to complete on three different business advisory websites. The Online experiment gave all participants the experience of using a business advisory website. In order to analyse the hypothesised relationships, structural equation modelling was used. Findings The results outlined that the credibility of the website and the quality of the information on the website have a significant effect on the OCE in a B2B context. The research highlights the need for Online Customer support with a service representative during search on a B2B website. The credibility of the website as well as the success of the search drives the need for Online Customer support. The lack of Online Customer support will result in Customers becoming dissatisfied with their experience if they have an unsuccessful search. Practical implications Managers of B2B websites should acknowledge the importance of website credibility cues and information quality cues. Each of these variables drive the success of a Customer’s search and in turn the Customer’s impression of the experience. Additionally, managers ought to provide Customers Online support, through functions such as an Online help desk or a live chat function, as those who have an unsuccessful search expect to be able to seek Online support from a company representative, the same way as they would do in the offline environment. Online Customer support can act as a service recovery tool for website providers. Originality/value Empirical research on the OCE within B2B websites is limited and somewhat out-dated. Due to technological advancements and changing Customer expectations, this research has filled a knowledge gap on the OCE in a B2B perspective. Website credibility and information quality have been overlooked in previous research in relation to the OCE. In addition, this study outlines the need for Online Customer support resulting from the need to clarify information and the success of the search.
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evolving the Online Customer experience is there a role for Online Customer support
Computers in Human Behavior, 2016Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper advances our theoretical understanding with regard to the Online Customer experience in a utilitarian context. The aim of this research is to understand if there is a need for Online Customer support during search for information and services on business support websites. In contrast to previous studies highlighting time distortion as part of the optimal Customer experience, the findings of this research illustrate that Customers are time conscious during a utilitarian search with the perceived length of time spent on the website influencing the Customer experience. Additionally, the perceived length of time spent on the website influences the need to seek Online Customer support. The outcomes of Customers requiring Online Customer support in relation to the Customer experience have been established. The findings provide key managerial implications for economic development agencies and Online business support providers on the requirement of Online Customer support and insight into the time conscious nature of Customers in relation to the Online Customer experience. The notion of time distortion in the Online environment is context specific.During information search Customers require Online Customer support.The length of time spent on the website drives the need for Online Customer support.
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Evolving the Online Customer experience ... is there a role for Online Customer support?
Computers in Human Behavior, 2016Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper advances our theoretical understanding with regard to the Online Customer experience in a utilitarian context. The aim of this research is to understand if there is a need for Online Customer support during search for information and services on business support websites. In contrast to previous studies highlighting time distortion as part of the optimal Customer experience, the findings of this research illustrate that Customers are time conscious during a utilitarian search with the perceived length of time spent on the website influencing the Customer experience. Additionally, the perceived length of time spent on the website influences the need to seek Online Customer support. The outcomes of Customers requiring Online Customer support in relation to the Customer experience have been established. The findings provide key managerial implications for economic development agencies and Online business support providers on the requirement of Online Customer support and insight into the time conscious nature of Customers in relation to the Online Customer experience.
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An investigation into the Online Customer experience
2015Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper explores the Online Customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence Customers searching for business support services Online and to explore the potential role of social interaction during a Customer’s Online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the Online Customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.
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An investigation on the Online Customer experience – the role of social interaction
2015Co-Authors: Graeme Mclean, Alan WilsonAbstract:This paper explores the Online Customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence Customers searching for business support services Online and to explore the potential role of social interaction during a Customer's Online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the Online Customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.
Hsipeng Lu - One of the best experts on this subject based on the ideXlab platform.
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an examination of the celebrity endorsements and Online Customer reviews influence female consumers shopping behavior
Computers in Human Behavior, 2013Co-Authors: Hsipeng LuAbstract:The goal of this study is to compare the influence of celebrity endorsements to Online Customer reviews on female shopping behavior. Based on AIDMA and AISAS models, we design an experiment to investigate consumer responses to search good and experience good respectively. The results revealed that search good (shoes) endorsed by a celebrity in an advertisement evoked significantly more attention, desire, and action from the consumer than did an Online Customer review. We also found that Online Customer reviews emerged higher than the celebrity endorsement on the scale of participants' memory, search and share attitudes toward the experience good (toner). Implications for marketers as well as suggestions for future research are discussed.
Philipp Klaus - One of the best experts on this subject based on the ideXlab platform.
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the case of amazon com towards a conceptual framework of Online Customer service experience ocse using the emerging consensus technique ect
Journal of Services Marketing, 2013Co-Authors: Philipp KlausAbstract:Purpose – The concept of Online Customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb Online experiences will influence Customers' Online buying behavior, most of the research focuses solely on the controllable factors of the Online experience. This paper seeks to address these issues. Design/methodology/approach – Using the means-end approach in 62 semi-structured interviews with a representative sample from three countries, and a new tool to elicit behavioral aggregation, the emerging consensus technique (ECT), the author conceptualizes Online Customer service experience (OCSE). Findings – The study identifies functionality and psychological factors as the two main dimensions of Online Customer service experience. Functionality encompasses the technical attributes of the web vendor, namely the sub-dimensions usability, product presence, communication, social presence, and interactivity. Psychological factors c...
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The case of Amazon.com: Towards a conceptual framework of Online Customer service experience (OCSE) using the emerging consensus technique (ECT)
Journal of Services Marketing, 2013Co-Authors: Philipp KlausAbstract:Purpose - The concept of Online Customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb Online experiences will influence Customers' Online buying behavior, most of the research focuses solely on the controllable factors of the Online experience. This paper seeks to address these issues. Design/methodology/approach - Using the means-end approach in 62 semi-structured interviews with a representative sample from three countries, and a new tool to elicit behavioral aggregation, the emerging consensus technique (Ed), the author conceptualizes Online Customer service experience (OCSE). Findings - The study identifies functionality and psychological factors as the two main dimensions of Online Customer service experience. Functionality encompasses the technical attributes of the web vendor, namely the sub-dimensions usability, product presence, communication, social presence, and interactivity. Psychological factors consist of the attitudinal based sub-dimensions context familiarity, trust, and value for money The conceptual model extends and expands existing literature on Online Customer service experience models. In particular, the study identifies that the individual importance of the Online Customer service experience dimensions differ depending on which stage of the experience, namely prior to, during, or after the transaction the Customer is in. Moreover, the study reveals the presence of one previously unexplored key component of the Online Customer service experience: social presence. Originality/value - Based on its empirical findings, this article proposes a dynamic conceptual framework of Online Customer service experience, which incorporates the individual dimensions of the Online experience according to the stage of the Customer journey. Using and validating a new tool of extracting elicit behavioral aggregation, the Ed, the study conceptualizes the Online Customer service experience, exploring previously unexplored key dimensions of OCSE. The model highlights the dynamic nature of OCSE by exploring the relative importance of each identified dimension in relation to the stage of the interaction, i.e. before, during, or after the transaction/purchase, between the Customer and the service provider.
