Amanda J. Broderick

Competitive positioning and the resource-based view of the firm

Two apparently contradictory paradigms have come to dominate the strategic management literature over the last decade. The resource-based view (RBV) of the firm seeks to explain sustainable competitive advantage through the rent earning capability of internal scarce resources while the marketing paradigm stresses the need for external market orientation to achieve competitive success. This paper reconciles the two through the concepts of competitive positioning. It develops a hierarchy of marketing resources, assets and capabilities and discusses how these can be deployed to achieve alternative competitive positions. A research agenda is proposed.

A Theoretical and Empirical Exegesis of the Consumer Involvement Construct: The Psychology of the Food Shopper

Despite the plethora of consumer behavior and social psychology literature on consumer involvement, no common conceptual or methodological framework is evident in either literature. The paper presents an exegesis of the consumer involvement construct through a meta-analysis of extant literature and an empirical investigation in five European countries, where food is selected as an appropriate application. The findings show that four of the five most commonly observed dimensions of involvement remain robust, suggesting the four-factor involvement model might have universal meaning. Finally, the conceptual and operational clarification of the construct proposes a more precise context in which it should be placed for predictive analysis.

Conceptualising consumer behaviour in online shopping environments

Purpose – This study seeks to adopt a holistic approach to consider how consumers perceive online shopping environments. The conceptual model proposes that consumers perceive these environments in terms of their sense‐making and exploratory potential, and it considers the influence of these on user involvement with the web site, shopping value and intention to revisit.Design/methodology/approach – A survey was administered to 301 respondents after they had shopped on a specific web site for eight minutes. Structural equation modelling was used to validate the measures developed and test the hypothesised model.Findings – Sense‐making and exploratory potential are distinct constructs; exploratory potential mediates the relationship between sense‐making potential and involvement. Furthermore, involvement is essential in producing shopping value and intention to revisit.Research limitations/implications – The study highlights the importance of the exploratory potential of web sites since sense‐making is neces...

Perceptions, corrections and defections : implications for service recovery in the restaurant industry.

Focusing on service failures can assist organizations in improving service quality and improving long‐term customer retention. This study examined consumer perceptions of their personal service failures experienced in the restaurant industry. While the study found a large percentage of the respondents to be very “forgiving” with respect to returning to the restaurant where they had experienced a failure, the data also indicate that those less likely to return had, in fact, perceived the failure as major and had judged the method the restaurant used to recover the failure as not very good. Implications are for identifying failure points in the service delivery process and identifying methods to prevent, as well as recover, these failures to prevent negative customer perceptions and the ensuing customer loss and potential negative word of mouth.

Strategic planning differences among multiple stakeholder orientation profiles

Despite being a significant topic in the literature, research into stakeholder interests is at an early stage. Although a company has an orientation to each stakeholder group these orientations exist simultaneously, giving a multiple stakeholder orientation profile (MSOP). We theorize that firms with different MSOPs will approach their strategic planning in different ways. We tested our predictions in UK companies, and found that indeed there are many strategic planning differences among different MSOPs. The most striking differences are in learning and innovative management, but there are also differences in objectives, competitive positioning and sustainable competitive advantage. Implications for theory and practice are presented.

Exploring the experiential intensity of online shopping environments

Purpose – The purpose of this paper is to address the gap in the literature on experiential elements of online shopping environments.Design/methodology/approach – The paper uses a theory‐building approach to understand how consumers perceive their experience of the navigation of an online shopping environment and identifies the facets which make up their experiential intensity. The paper first reviews the literature on the experiential attributes of web sites. It then outlines the methodology and explains the use of a “shopping with consumers” approach to uncover consumer perceptions.Findings – Combining think‐alouds with in‐depth interviews, four dimensions of experiential intensity are found (context familiarity, product presence, visual impact and site‐user understanding), and related to four perceptions of a shopping navigation, as: an experience, a tool, an environment, and a dialogue between shopper and web site.Originality/value – This conceptualisation adds to the literature on experience creation...

The application of physiological observation methods to emotion research

Purpose - The purpose of this paper is to examine consumer emotions and the social science and observation measures that can be utilised to capture the emotional experiences of consumers. The paper is not setting out to solve the theoretical debate surrounding emotion research, rather to provide an assessment of methodological options available to researchers to aid their investigation into both the structure and content of the consumer emotional experience, acknowledging both the conscious and subconscious elements of that experience. Design/methodology/approach - A review of a wide range of prior research from the fields of marketing, consumer behaviour, psychology and neuroscience are examined to identify the different observation methods available to marketing researchers in the study of consumer emotion. This review also considers the self report measures available to researchers and identifies the main theoretical debates concerning emotion to provide a comprehensive overview of the issues surrounding the capture of emotional responses in a marketing context and to highlight the benefits that observation methods offer this area of research. Findings - This paper evaluates three observation methods and four widely used self report measures of emotion used in a marketing context. Whilst it is recognised that marketers have shown preference for the use of self report measures in prior research, mainly due to ease of implementation, it is posited that the benefits of observation methodology and the wealth of data that can be obtained using such methods can compliment prior research. In addition, the use of observation methods cannot only enhance our understanding of the consumer emotion experience but also enable us to collaborate with researchers from other fields in order to make progress in understanding emotion. Originality/value - This paper brings perspectives and methods together to provide an up to date consideration of emotion research for marketers. In order to generate valuable research in this area there is an identified need for discussion and implementation of the observation techniques available to marketing researchers working in this field. An evaluation of a variety of methods is undertaken as a point to start discussion or consideration of different observation techniques and how they can be utilised.

Multilevel analyses in marketing research:differentiating analytical outcomes

Marketing scholars are increasingly recognizing the importance of investigating phenomena at multiple levels. However, the analyses methods that are currently dominant within marketing may not be appropriate to dealing with multilevel or nested data structures. We identify the state of contemporary multilevel marketing research, finding that typical empirical approaches within marketing research may be less effective at explicitly taking account of multilevel data structures than those in other organizational disciplines. A Monte Carlo simulation, based on results from a previously published marketing study, demonstrates that different approaches to analysis of the same data can result in very different results (both in terms of power and effect size). The implication is that marketing scholars should be cautious when analyzing multilevel or other grouped data, and we provide a discussion and introduction to the use of hierarchical linear modeling for this purpose.

Toward Intercultural Competency in Multicultural Marketplaces

Intercultural competency plays a pivotal role in creating a more equitable and just marketplace in which situations of marketplace vulnerability are minimized and resilience is enhanced. Intercultural competency is the ability to understand, adapt, and accommodate anothers culture. In this essay, the authors present a framework of intercultural competency development in multicultural marketplaces. They discuss resilience-building actions for multicultural marketplace actors, specifically, consumers, companies/marketers, community groups and nongovernmental organizations, and policy makers for three phases of intercultural competency development.

Multicultural marketplaces: New territory for international marketing and consumer research

Purpose – The purpose of this paper is to bring international marketing and consumer research attention to multicultural marketplaces as a new focal research lens. It develops a conceptualisation of multicultural marketplaces, demonstrating why they constitute new conceptual territory, before specifying five key areas for research development. Design/methodology/approach – The paper draws from seminal international marketing literature and other fields to propose perspective shifts, and suggest theories and frameworks of potential usefulness to the five research areas. Findings – The paper conceptualises multicultural marketplaces as place-centred environments (physical or virtual) where the marketers, consumers, brands, ideologies and institutions of multiple cultures converge at one point of concurrent interaction, while also being potentially connected to multiple cultures in other localities. Five key areas for research development are specified, each with a different conceptual focus: increasing complexity of cultural identities (identity), differentiation of national political contexts (national integration policies), intergroup conviviality practices and conflictual relationships (intergroup relations), interconnectedness of transnational networks (networks), and cultural dynamics requiring multicultural adaptiveness (competences). Research limitations/implications – For each research area, a number of research avenues and theories and frameworks of potential interest are proposed. Originality/value – The paper demonstrates why multicultural marketplaces constitute new conceptual territory for international marketing and consumer research; it provides a conceptualisation of these marketplaces and a comprehensive research agenda.