Don't rain on my parade : barriers to ecological tourism

This research investigates the perceived risks and perceptions of visitor experiences associated with visitation to an ecological tourist destination. The research identified a significant consumption barrier which appeared to impact significantly and reflect juxtapositions with regard to tourists’ perceived (reflective) and lived (responsive) experiences with the tourist attraction. The conflicting reports of the “over-commercialisation” of the attraction and the enjoyment of the natural experience recorded at varying recollection periods, provided valuable insight into tourist consumption barriers to the establishment of relational bonds between tourists and ecological tourist attractions.

Evaluating sport club board performance : a customer perspective

Customers are overlooked often as a stakeholder group when it comes to assessing board performance. To gain insight into the factors that affect customer perceptions of non-profit board performance, over 20,000 members from 14 different professional, non-profit sporting clubs were surveyed. The results suggest that sporting club boards are evaluated primarily in line with perceptions specifically related to their administrative effectiveness, although the on-field performance of the team is a contributing and correlated factor. Board performance and on -field performance perceptions were both direct contributors to overall member satisfaction, with board performance being the stronger. Perceptions of board performance are clearly worth managing in a holistic manner.

Online marketing by local government in Australia and the United States

The study reported in this paper involves a comparison audit of local government websites in two states of Australia with county and city level government in two states of the United States of America, using the Marketing Readiness of Website Indicator (MRWI). The hypothesised more highly rated Web use in marketing by United States local government relative to Australian local government (LGA) is not supported. Californian counties, NSW and Victorian LGAs generally employ the Web in a more capable manner in marketing than Californian cities and Alabama counties and cities.

Differences in study approaches and the implications for student learning

Using the revised 42 item Study Process questionnaire SPQ-R (Zeegers 2002) and its underlying methodology developed by Biggs (1987), this study investigates student learning approaches and academic outcomes across units in their First Year of study. The study confirmed that there are differences in the study approaches of students and that it was possible to group students according to their learning orientations (profiles). Whilst there was not a large variation between profiles and academic results, low achieving approaches were clearly related to low achieving results.

Don't tate us! The impediments and drivers of branding museums

This study examines the applicability of brand orientation, and its drivers and impediments in the museum context. A multiple case study approach, with 12 institutions across two countries (United Kingdom and Australia) was carried out. Results suggest that brand orientation provides the cultural platform to retain the distinctiveness of the institution and build the symbolic representation required to remain competitive in the future.

The explanatory potential of congruence in the relationship between retail image, brand image and retail customer satisfaction

This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explore retail image and brand image as antecedents to achieving this state and further proposing the mediating explanatory potential that a congruent relationship between the two plays. A conceptual model is developed, central constructs and subsequent research propositions are discussed.

Trends in consumer segmentation

This paper reviews academic and practitioner literature to identify some of the emerging trends in consumer segmentation. Our review suggests that a number of specialised segmentations have recently emerged, each utilising different techniques, methodologies and data inputs relevant to their respective strategic intent.

The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

This study employed a 3 x 2 x 2 full-factorial, between-subjects design experiment involving locus of attribution, concern, and the level of authority of the employee performing the recovery on consumers’ postcomplaint evaluations. The research, conducted in a restaurant context, involved a sample of 411 undergraduate students. Findings suggest that customers are less dissatisfied and more likely to revisit the restaurant when the location of the cause of the failure is internal (i.e., they are to blame). In addition, consumers are less likely to repurchase when the manager, as opposed to the waiter, is responsible for the service failure.

Socialisation and the work-related norms of marketing practitioners

This paper empirically describes the influences of professional and organisational socialisation on the norms of marketers. Based on a survey of 5,000 practitioners, it finds that the socialisation of marketers into their profession and organisations positively influences their marketing-related norms. This research appears to be the first investigation in the marketing ethics literature of the relationships among these constructs. The paper explains how the learning of professional and organisational rules, guidelines, and values influence the work-related norms of marketers. The findings have important implications for marketing managers and managers of professional associations.

The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

This study examines the influence of distributive and interactional justice and disconfirmation on customers’ postrecovery satisfaction evaluations, and in so doing, combines, for the first time, two existing instruments to operationalise the interactional justice construct. Using Structural Equation Modelling, the findings suggest that while both disconfirmation and justice are important predictors of satisfaction, distributive justice has the greatest influence. The research presented here reports on a section of a larger experiment-based study examining how customers’ postrecovery satisfaction evaluations are influenced by the way in which the organisation responds to the failure.

The relevance of role models to older aged generation Y consumers

This study assesses the relevance of role models, specifically sports role models, and the related concepts of anti-heroes and gender to Generation Y consumers in the older age group of 18-29 year olds. A qualitative study, following a post-positivist inquiry paradigm was conducted. The specific research strategy used was grounded theory, utilising deductive thought processes coupled with the process of constant comparison. A series of semi-structured in-depth interviews were carried out. Results suggest that direct relevance to the subject under investigation is a key determinant of role model choice. Gender is also found to have significant effect, as is media, both in the creation of role models and anti-heroes.

Corporate brand identity and image congruence in the leisure services sector : a stakeholder perspective

This paper aims to contribute to current leisure services and branding literature by conceptualising the relationship between brand identity, brand image and whether a congruent relationship between the two influences customer satisfaction and loyalty. A conceptual model is developed in the context of zoological operations, central constructs and subsequent research propositions are discussed.

Marketing artertainment : are museums jumping on the bandwagon

The purpose of this paper is to argue that greater awareness of the traditions and innovations in marketing language, as exemplified in museum marketing, leads to enhanced ability to understand branding as a strategic tool. Successful art galleries can be thought of as branding “artertainment", actively engaged in bringing the art world and popular culture together in a competitive aesthetic arena. This paper sees branding straddling culture and linguistic criticism to look at its complex underpinnings in verbal and linguistic processes that link to larger socio-cultural issues on how brands work. It generates novel concepts and develops theory for marketers.

Does the motivation to help differ between generation X and Y?

This exploratory study examines the motivation for helping from the perspective of Generation X and Y. A study of 422 respondents was conducted to investigate their perception of helping based on intrinsic (social or community need) and extrinsic motivation (personal need). The findings suggested significant group differences. Although there was no significant main effect for motivation to help as a personal need (extrinsic motivation) across the generations, an examination of the social and community need (intrinsic motivation) indicated that generation X considered social and community need more important than Generation Y.

The MOA framework and behavioural response

This paper discusses the application of a conceptual social marketing model, the MOA (motivation, opportunity and ability) framework, in the context of an environmental management case study relating to land management. The main objectives involved examination of the relationships between the MOA constructs and the relationships between these constructs and socially desirable behaviour. Structural Equation Modelling was chosen to examine the relationships in data collected from a telephone survey. The results from the analysis of the data revealed that the relationships between the MOA components could be used to explain changes in durable socially desirable behaviour. In particular, intrinsic motivation is more likely than extrinsic motivation to produce a durable socially desirable behaviour change.