Steven D'Alessandro

Communication That Changes Lives: Social Support Within an Online Health Community for ALS

Impaired communication due to a disabling illness can lead to reduced participation in community life. Online health communities can provide a substitute community for the purpose of social support and information sharing. This study examines communication between participants in an online community for patients and carers affected by Amyotrophic Lateral Sclerosis, a degenerative neurological disease affecting communication and mobility. The study finds community members engaged in a dynamic interchange of information and social support. The results contribute to understanding of communication and social support needs of people with high levels of disability.

Do we measure what we expect to measure? Some issues in the measurement of culture in consumer research

Purpose – The purpose of this paper is to highlight the problems in the measurement of culture in consumer studies and offers suggestions for remedies. Design/methodology/approach – Drawing on literature from related fields, the paper discusses some general issues in the measurement of culture and draws consumer researchers’ attention to the flaws in the common cultural measures in consumer research. Implications for future research are also provided. Findings – The paper highlights two main shortcomings of commonly used culture instruments which are seldom taken into account by consumer researchers. Specifically, the commonly used culture dimensions in consumer studies do not have clear conceptual boundaries. Moreover, important differences between the different approaches to culture measuring (self- vs group-referenced and values vs practices) are always overlooked. The paper suggests that consumer research needs more focussed and refined measures and discusses which approach is better in which context....

Perceived risk and trust as antecedents of online purchasing behavior in the USA gemstone industry

Purpose – The purpose of this study is to seek to investigate the impact that perceived risk and trust have on online purchasing behavior, in particular the nature of purchasing associations within the expensive, complex, high risk and credence products such as gemstones.Design/methodology/approach – An online survey of purchases of Thai gemstones was used to collect the data. Partial Least Squares was used to test the conceptual model of the study.Findings – The results of this study suggest that the type of internet marketing strategy used by the seller (the place strategy) and the buyers privacy and security practices influence a buyers perceived risk to purchase gemstones online. Furthermore, the study showed that perceived risk reduces trust and perceived risk reduces online purchases.Research limitations/implications – The implications of these results are that privacy and security concerns of online buyers must be addressed in order to reduce perceived risk and thereby increase trust which is fun...

Peer-to-Peer Value Through Social Capital in an Online Motor Neuron Disease Community

Millions of people affected by disability or chronic disease access social support and information through online health communities. These communities of common interest flourish on the Internet, with participants creating peer-to-peer value through social support and information exchange. This study observes a community of people affected by motor neuron disease creating value for themselves and each other within an online health community. The community is studied through the lens of social capital theory, a construct borrowed from the field of sociology that contributes to our understanding of why people gravitate towards these online communities for support and information. The results contribute increased awareness of how peer-to-peer value is created within online health communities and highlight the need for marketers to understand the implications of such communities on consumer behavior as it relates to health care.

Balancing work with study: Impact on marketing students' experience of group work

Approximately 57% of students in the United States work while attending college. For most of these students (81%), this is more than 20 hours a week. There has been shown to be a negative relationship between hours worked and academic achievement in studies in the United States as well as the United Kingdom and Australia. There is, however, no research to the authors’ knowledge as to how the number of working hours affects student learning in groups, and whether students in groups with varying work patterns report better learning outcomes in groups where student working hours are similar. This study reports that overall, greater working hours decrease students’ perceptions of the value and their experience of group work, and this occurs more with second- and third-year students. It also reveals that students studying in groups where there is a large proportion of students working more than 2 days a week displayed significantly more negative appraisals of their experience at the end of a project than their peers in groups where few students were working.

Learner motivation for MOOC registration and the role of MOOCs as a university 'taster'

Despite the widespread adoption of Massive Open Online Courses (MOOCs), no business model has emerged to make them sustainable from an institution standpoint. Using MOOCs as a marketing platform shows promise; but for this to succeed, it is necessary to understand the motivations of those who undertake them and to demonstrate how these same motivations can be better satisfied through enrolment in a fee-paying university course. We discuss the motivations for students as they progress through a MOOC and the factors that might lead to subsequent university enrolment. Our arguments are informed by MOOC statistics, the AIDA (attention, interest, desire, action) marketing model, and the literature on adult education, technology adoption, goal seeking and consumer value. We argue that most students are led to MOOC enrolment through close alignment of the course topic and subject matter with their personal goals and through the establishment of an attractive value proposition. Progress in the MOOC depends on whether this goal alignment is maintained, and whether the value assumptions of students are met or exceeded. We predict that subsequent university enrolment will most likely occur when the MOOC experience is both satisfying and representative of the university experience, and where the increased time and financial commitment demanded by formal study is offset by the greater likelihood of attaining the focal goal. For this strategy to succeed, it will be necessary for the host institution to actively work with MOOC students to create an awareness of appropriate fee-paying courses and to promote the benefits of university study. This has implications for the way institutions market their courses to MOOC students.

The market performance indicator: a macro understanding of service provider switching

Purpose – The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching. Design/methodology/approach – The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior. Findings – The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and a...

A Visual-based approach to the mapping of generic skills : its application to a Marketing degree

With increasing complexity in the world, universities continue to face pressure to demonstrate that their graduates have acquired skills beyond discipline-based knowledge. These are generic skills like critical thinking, intellectual curiosity, problem-solving and so forth. In order to demonstrate this, universities have to show how their teaching contributes to the fostering of these skills. This can be a challenge for many reasons. Our mapping approach overcomes most of the obstacles by developing multiple indicators for each generic skill, making it easy to involve the lecturers-in-charge, summarising all their evaluations into important dimensions and, finally, representing the data in a three-dimensional visual map. This allows all the marketing subjects to be simultaneously evaluated in their ability to foster different generic skills, generating useful insights for effective curriculum development in a Marketing program. We illustrate this methodology using eight generic skills and 18 marketing subjects from a major Australian university.

Inertia in services: causes and consequences for switching

Purpose n n n n nThis paper aims to examine the antecedents of customer inertia (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs) and their relationship to customer satisfaction, service providers’ switching intentions and actual switching behavior. Customer inertia is said to reduce the incidence of service provider switching; however, little is known about the antecedent drivers of inertia. n n n n nDesign/methodology/approach n n n n nThe conceptual model was tested by a longitudinal/discontinuous panel design using an online survey research of 1055 adult (i.e. +18 years old) subscribers to cell phone services. Partial least squares (PLS) path modeling was used to simultaneously estimate both the measurement and structural components of the model to determine the nature of the relationships between the variables. n n n n nFindings n n n n nFindings of the PLS structural model provide support for the direct relationship between customer inertia and its antecedents (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs). The results show that customer inertia has a moderate negative effect on the intention to change service providers but had no measurable effect on the actual behavior of changing service providers, other than indirectly, by influencing the perception of difficulty in switching some 11 months later. Further results from an analysis of indirect pathways of the antecedents to inertia show that switching costs are the only variable which indirectly reduce intentions to change service providers. The results also show that the effect of satisfaction on switching service providers is partially moderated by inertia. Importantly, these relationships are reasonably robust given past switching behavior and contract status of consumers. n n n n nResearch limitations/implications n n n n nThe authors find evidence which explains some of the causes of inertia, and show that it has both direct and moderating effects on service provider switching intentions, though not necessarily the behavior of changing service providers. However, support was found for its indirect role through intent as an influence on switching behavior. Importantly, the authors find that inertia has lingering effects, in that it influences the perception of switching difficulties and, hence, behavior up to 11 months in the future. n n n n nPractical implications n n n n nManagerial implications are that service firms can profit from customer inertia through a reduction in churn. However, high levels of customer inertia over the longer term may increase the level of customer vulnerability to competitor offers and marketing activities, as satisfaction with the provider does not in itself explain switching intentions or behavior. n n n n nOriginality/value n n n n nThis study is the first study to contribute to an understanding of the antecedent drivers of customer inertia with respect to service provider switching and to empirically evaluate a variety of antecedent factors that potentially affect switching intentions. Importantly, the long lasting latent effect of inertia in indirectly influencing service switching behavior was found to persist some 11 months later.

MOOCs to university: a consumer goal and marketing perspective

ABSTRACT In this paper we apply consumer goal theories to an educational context by examining how completion of a MOOC (Massive Open Online Course) may motivate enrolment in a university course. We contend that individuals who finish a MOOC are more likely to establish a new goal intention for university than those who do not finish. This new goal intention is likely to be prompted by the individual’s satisfaction with their MOOC experience as well as a sense of discontent in not having fulfilled their broader educational goals. For those who do set a new goal for university study, we contend that the institute hosting the MOOC is likely to form part of the consideration set used by individuals to narrow down their choice of tertiary provider. Moreover, we argue that this same host institute is likely to be chosen from the consideration set where the MOOC experience is a satisfying one and where a strong link can be established between the pedagogical and delivery approaches used in both the MOOC and university settings. This research has implications for how tertiary institutes create and use MOOCs, and offers insights into how providers can more effectively market higher education courses to those progressing through a MOOC pathway.