Conceptualizing the ιnfluence of the self-service technology context on consumer voice

The self-service technology (SST) context is characterized by consumer participation in service production and delivery, independent of service personnel; a lack of interpersonal interaction between consumers and service personnel; and consumers being required tointerface and interact with technology. With these features of the SST context in mind, in situations where SSTs fail to perform as promised, some challenges arise: consumers who are dissatisfied do not have the security or reassurance of service personnel to assist them; service personnel do not have the opportunity to prompt consumers to voice their dissatisfaction; and consumers need to initiate their own complaint response. If consumers fail to report their dissatisfaction directly to the organization, organizations will not know that a problem exists and may experience negative consequences such as consumer switching behavior. As reports of consumer dissatisfaction with SSTs become increasingly common, it is important, therefore, to investigate how organizations with SST-based offerings can encourage consumers to voice their dissatisfaction directly to the organization. Although the antecedents of consumer voice are well documented in the interpersonal services context, in the context of SSTs they have been subject to very little conceptual or empirical scrutiny. This paper argues that voice needs to be revisited with respect to SSTs due to their unique characteristics compared to interpersonal services, and presents a conceptual model of the antecedents of consumers' voice behavior in the context of SSTs.

The relationship between attitude and behavior : an empirical study in China

Purpose – The purpose of this paper is to examine the effects of attitude towards behavior, subject norm and perceived behavioral control (PBC) on a Chinese subject's evaluation of a tertiary education program.

Design/methodology/approach – This study adopts a 3 (country-of-origin) by 2 (location) between-group factorial design. The Theory of Planned Behavior (TPB) is used as a framework to understand the intentions of the Chinese subjects concerning their enrollment in an offshore program.

Findings – Results show that a subject's attitude towards behavior, subject norm and PBC had a significantly positive relationship with the subjects' enrollment intentions irrespective of the country-of-origin (COO) of an education program. However, results also indicate that the significance of the three components on enrollment intention is contingent on which country the offshore program is from.

Practical implications – The findings of this study can help foreign education institutions develop a good understanding of the education market in China.

Originality/value – This study is one of the few studies that have adopted the TPB, the widely used psychology theory, in the Chinese context.

Western consumers' understanding of carbon offsets and its relationship to behavior

Purpose – The purpose of this paper is to examine Western consumers’ levels of general environmental knowledge and specific knowledge related to carbon offsets and the relationships between specific types of environmental knowledge and consumers’ related behaviors.

Design/methodology/approach – The study surveyed consumers from Australia (n ¼ 345) and the USA (n ¼ 340) who were sourced through national online panels. The analysis looks at differences between knowledge and behaviors, both across the samples as well as whether there are differences between consumers with high and low levels of environmental and carbon offset knowledge, and whether demographics impact on knowledge levels.

Findings – The results found that consumers had higher levels of general knowledge than carbon offset knowledge and the two types of knowledge were not related. ANOVA results considering country differences and demographic factors found that general knowledge was affected by education, age and gender, with carbon knowledge being affected by education. Environmental behavior was affected by age and gender as well, and no demographic factors influenced carbon-related behavior. Respondent’s location (i.e. USA or Australia) did not influence knowledge or behaviors, but interacted with education in regard to carbon knowledge and behavior.

Social implications – This research suggests that consumers are not acting on their carbon knowledge, which may be due to the debate surrounding carbon issues and/or because the information is based on complex scientific foundations, which the average consumer may have difficulty grasping, regardless of country.

Originality/value – This is one of the first pieces of academic research to explore consumers’ understanding of carbon-related information and how this knowledge impacts behavior. It also proposes a measure for evaluating carbon offset knowledge, which could be used to broaden environmental knowledge assessments.

Moral antecedents of smoking behavior and risk beliefs among overseas Asian students

Instead of focusing on the misconduct of multinational cigarette manufacturers, this research project broadens the discussion of cigarette consumption by focusing on the moral antecedent variables that shape young adults' smoking behavior and risk beliefs. It especially challenges current wisdom among anti-smoking advocates that by increasing consumer knowledge of the medical risks associated with smoking will lead to significant reductions in young adult smoking prevalence rates. Empirical results of this study suggest that although increasing smoking risk knowledge does not significantly reduce Asian students' smoking behavior, increasing their risk assessment beliefs does produce the desirable public policy effect of reducing current smoking. Furthermore, only among rules-driven individuals does an increase in no harm scores significantly reduce student smoking risk assessment beliefs. Thus, current anti-smoking advertising campaigns among overseas Asian students may be more effective if they attempt to change these students' smoking risks assessment beliefs especially if they are targeted to rules-driven student market segments.

Buying’ or ‘consumer’ behaviour decision models

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A behavioural study of consumer boycott

This paper studied sales of BP branded gasoline in the United States of America prior, during and after the 2010 BP Deepwater Horizon oil spill accident. The research was funded by the Centre for Sustainable and Responsible Organisations at Deakin University. In what is perhaps the first behavioral study of consumer boycott using market level data, we found that consumers’ with geographic proximity to the accident were more likely to boycott the BP brand. In States that bordered or were close to the Gulf of Mexico, BP sales experienced a small but significant decline as compared to sales in States farther away. The small effect is surprising. We suspect this may be related to the inelastic nature of the product category and the high degree of product homogeneity within the category. It appears that consumers’ and the media’s vocalized outrage over the Deepwater Horizon accident did not result in significant changes in purchase behavior. As such, while consumers were outraged by BP’s actions, they continued to purchase the BP brand. Consumers who lived farther from the spill did not appear to alter their buying patterns even in the short-term, despite being exposed to similar media coverage and high levels of negative public sentiment. In examining changes in BP brand-share with both positive (i.e., claims of success in dealing with the spill) and negative events (evidence that attempts to stop the spill failed), we observed some associations between these events and changes in buying behavior. In States close to the accident, BP purchases increased with good news, market share declined with bad news. No apparent correlation was seen in States that were farther from the accident.