The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour

Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

Towards a better understanding of fashion clothing involvement

This study is concerned with consumer involvement in fashion clothing. Amidst the consumer objects that facilitate everyday life, fashion clothing is an important and meaningful object for many consumers. In the extant consumer literature few studies have attempted to examine fashion clothing involvement, particularly in terms of its causes and outcomes. This study then focuses on building a reliable nomological network to bring a greater understanding to this facet of consumer behaviour. To achieve this, materialism and gender are examined as drivers of fashionclothinginvolvement. Recreational shopper identity, ongoing information search, market mavenism, and purchase decision involvement are explored as outcomes of fashion clothing involvement. Data were gathered using an Australian Generation Y sample resulting in 200 completed questionnaires. The results support the study’s model and its hypotheses and show that materialism and gender are significant drivers of fashion clothing involvement. While also, recreational shopper identity, ongoing information search, market mavenism and purchase decision involvement are significant outcomes of fashion clothing involvement

'Spinning' Warhol : celebrity brand theoretics and the logic of the celebrity brand

The paper takes as its subject celebrity and consumption and the cultural logic of the celebrity brand. It introduces the concept of celebritisation as the engine of celebrity culture, discussing ways in which celebrity brands operate as ‘map-making’ devices which situate consumers within networks of symbolic resources. We construct particulars via an investigative narrative that draws critically upon published accounts of the life and work of Andy Warhol, generating observations of signature practices and technologies of formation of Celebrity Brandhood. Within an inductive architecture we modulate to celebrity brands as transmediated marketing accomplishments which trade upon allure, glamour and charisma, constructed around rituals of transition, belonging, intimacy, and affect. We suggest that at the heart of the machinery of the cultural logic of the Celebrity Brand is the mediated spectacle as a field of social invention and transformation. In this way, the paper opens up pathways toward further interpretive analyses of celebrity brands, articulating the basis of accounts of Celebrity Brand Theoretics