Purpose – The purpose of this paper is to present details of a large-scale experiment that evaluated the impact of communicating two types of feedback to householders regarding their domestic electricity consumption: feedback on their own consumption and feedback of both their own consumption...

Pioneer advantage is derived from two sources: producer‐based advantages and consumer‐based advantages. The latter is relatively under‐researched. This research replicates and extends Alpert and Kamins’ (1995) research, which was the first to directly survey consumers. Since their...

Purpose – This paper seeks to understand the triggers which influence the adoption (and the discontinuation) of online grocery shopping. Specifically, the research aims to establish the role of situational factors in the process of adoption. Design/methodology/approach – A two‐step...

It is estimated that 73 percent of purchase decisions are made at point of sale. In scanning packs at point of sale, perception is rapid, and quick recognition is important for inclusion in the decision process. Under conditions of rapid perception, there is an advantage for verbal stimuli...

Purpose – This purpose of this paper is to show that theories of marketing, as evident in a range of key textbooks, represent a set of reified articles of faith, which are unreflective of the reality of the practitioner's world. Design/methodology/approach – This paper draws on some...

Purpose – The purpose of this paper is to understand the use of the personal video recorder (PVR) in the home and the impact on TV advertising exposure. Design/methodology/approach – A video ethnographic study of 22 participants in eight homes with PVRs. Findings – Use of the PVR differed...

Purpose – The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Design/methodology/approach – Following a literature review of complaint satisfaction and...

Purpose – The conventional distinction between quantitative and qualitative research is constructed around a familiar dichotomy. Within it, the former is construed as more “factual” and “objective” and it is contrasted with the more interpretative approaches of qualitative research....

Purpose – The purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a...