A. Dwayne Ball

The Role and Measurement of Attachment in Consumer Behavior

Abstract Of recent interest in consumer behavior research is the consumers use of owned possessions to develop and maintain self-concept. This study presents a measure of a central concept in this area–attachment. A conceptual definition of the construct is proposed and is related to social-cognitive theories of the self. The role of attachment in the relationship between people and possessions is discussed. Evidence is presented for the reliability and predictive validity of a simple measure of attachment and for the discriminant validity of the construct. Relationships between attachment and other important consumer behavior constructs are explored.

Service Personalization and Loyalty

Purpose – To investigate the effect of service personalization on loyalty, and to measure some of the psychological dynamics of the process.Design/methodology/approach – Structural equation modeling.Findings – It is shown that the effect of service personalization on loyalty exists, but that the effect is not all direct. Personalization works through improving service satisfaction and trust. Personalization and improved communication act together in such a way that they account for the variance in loyalty that would be otherwise explained by corporate image.Research limitations/implications – Data, though comprising a very large probability sample, are from one economic sector in one European country.Practical implications – Service personalization is a powerful way to retain customers in its own right. In addition, the other results show that personalized service can partially replace the effects of communication and corporate image on loyalty. This argues that personalized service can be a powerful addi...

Is personalization of services always a good thing? Exploring the role of technology‐mediated personalization (TMP) in service relationships

Purpose – Despite the strong intuitive appeal of personalization (through employees or, increasingly, through the use of software applications), relatively little is known about its role in managing service relationships. This study aims to explore the burgeoning area of technology‐mediated personalization and its effects on customer commitment to service relationships.Design/methodology/approach – A theoretical perspective based on integrated reviews of service research and relationship marketing is developed and used to guide the exploration of personalization effects with qualitative data.Findings – Personalization is not always good enhancement to service: its effects have contingencies and vary across the categories. Continuity personalization seems to be a promising area for researchers and practitioners.Research limitations/implications – Personalization effects should be rigorously studied. Continuity personalization seems to offer a promising area for future research.Practical implications – The ...

The Cross-National Market in Human Beings

Human trafficking, as defined here, is moving human beings across borders for the purpose of enslaving them. Human trafficking may be in the sex trade, forced labor or service, extraction of body parts, or other forms of exploited labor or debt bondage. The market is believed to be extensive, with its own distribution channels, pricing systems, and other market functions. The purposes of this article are to present an understanding of cross-border human trafficking as a marketing system, to explicate the societal effects of that system, and to show how the extent of cross-border trafficking may be estimated, using as an example several countries where it is believed to be a substantial problem. Additionally, we seek to show that cross-border human trafficking may be a much more serious problem than what is visible to governments.

A re‐evaluation of the product innovation‐decision process: the implications for product management

Most existing product innovation‐decision models view decision making from a very cognitive perspective in that they presume that decision to adopt a new product is preceded by steps that parallel product information procurement and evaluation. Argues that such an approach is unnecessarily limiting given that a substantial proportion of individuals do not base their decisions on attribute processing, even for relatively complex products. Critically evaluates two of the most widely cited adoption models and based on this analysis proposes a more holistic model that incorporates real world decision factors, and presents its managerial implications.

Customer perceptions and sustained usage of recommender systems

Service firms (e.g., Amazon, Netflix) testify that recommender systems earn repeat purchases, reduce customer churn, and sharpen competitive edges. However, little is known about why customers will keep using a companys recommender system. We conceptualise that customer perceptions of accuracy, benevolence and process value may affect sustained usage. We also explored the roles of preference stability and privacy concerns. We surveyed customers who had used recommender systems. Surprisingly, perceptions of benevolence and process value, rather than accuracy, drive sustained usage behaviour. Results fail to support the effects of preference stability or privacy concerns. Implications for research and businesses are discussed.