Simply put, satisfaction can be defined as a post-purchase evaluation of a product or service giv... more Simply put, satisfaction can be defined as a post-purchase evaluation of a product or service given pre-purchase expectations. A common approach is to view satisfaction as the response of a consumer to their evaluation of a perceived discrepancy between prior expectation and the actual performance of the product after consumption. In this respect there is some similarity with measurement of service quality. Most writers agree that expectations are important in post-purchase evaluations especially given their use by customers as a baseline for post-purchase comparison and disconfirmation. The expectancydisconfirmation relationship is illustrated below in an adaptation of the original expectancy-disconfirmation framework.
Existing trust scales generally measure aspects of trustworthiness and not trust per se. Trust is... more Existing trust scales generally measure aspects of trustworthiness and not trust per se. Trust is a broader concept encompassing attributes of the trustee, trustor and the situation/context. The purpose of this study is to develop a composite measurement scale for trust in financial services that incorporates elements of these three facets of trust. The study draws on interdisciplinary theories and adopts a broadly quantitative approach to develop, test and validate a five-dimensional scale for measuring trust in financial services. The trust scale for financial services developed through this study has five dimensions (5Cs): character-competence, congruence, communication, commitment and context. The scale provides a holistic conceptualisation of trust and displays solid psychometric properties. A comprehensive interdisciplinary trust scale for financial services, with strong reliability and validity, holds important managerial implications, its ability to capture the attributes of the trustee, trustor and financial system attesting to its suitability as a diagnostic tool to measure trust more robustly. Our trust scale has significant practical implications, offering useful insights for policymakers, commercial organisations and other stakeholders. This is the first trust scale for financial services that captures the attributes of trustee, trustor and context, d reconcilling tensions between the conceptualisation and operationalisation of trust
The Leeds Beckett repository holds a wide range of publications, each of which has been checked f... more The Leeds Beckett repository holds a wide range of publications, each of which has been checked for copyright and the relevant embargo period has been applied by the Research Services team. We operate on a standard take-down policy. If you are the author or publisher of an output and you would like it removed from the repository, please contact us and we will investigate on a case-by-case basis.
Advertisement and price cues are important sources of information that influence tourists’ servic... more Advertisement and price cues are important sources of information that influence tourists’ service expectations, particularly in the case of newer, less-established hotels. However, it is not clear if such hotels benefit from promising more or less through their advertisements; or price high or low through their price cues. Extant research is also uncertain about the role of culture in moderating the impact of advertisement and price cues on expectations. Using an experimental setup with 218 tourists from three different countries, this study finds that a newer hotel is likely to be better off by offering more service promises through its advertising and high price cues to its prospective visitors. The results suggest that culture influences how tourists process advertising cues but has no influence on price cue influence. The study provides insights for managers on how to develop a segmentation strategy using the cultural profiles of tourists.
This document is the author's post-print version, incorporating any revisions agreed during the p... more This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.
This document is the author's post-print version, incorporating any revisions agreed during the p... more This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.
Purpose – The purpose of this paper is to examine fairness within financial services. In making t... more Purpose – The purpose of this paper is to examine fairness within financial services. In making the contribution the authors examine fairness by four different channels to market and across a range of financial services products. The product categories in the study are those with the highest density levels in the UK. Design/methodology/approach – Underpinned by the development of new measures, this paper is based on telephone interviews and on-line surveys with UK customers of financial services. More than 1,000 customers participated in the survey during the middle of 2013. After reporting the measurement model, the authors use ANOVA to report the differences in the perception of the dimensions of fairness by channel to market. Findings – The authors found there to be significant differences in perceptions using different channels to market. The research shows that where a face-to-face interaction takes place, such as branch contact, they are perceived to be fairer than when intera...
Business School. He has published over 60 journal articles and conference papers covering policy ... more Business School. He has published over 60 journal articles and conference papers covering policy issues in financial services and beyond, as well as marketing financial services and other marketing issues. He is a Member of the Chartered Institute for Securities and Investment and also serves on the Board of Governors of the ifs University College.
Theorists and empirical researchers in marketing and other fields suggest that fairness is import... more Theorists and empirical researchers in marketing and other fields suggest that fairness is important in developing buyer-seller relationships. However, the construct of fairness is still opaque and relatively underdeveloped. Researchers still do not adequately understand the connection between service fairness and trust. Hence the purpose of this study is to provide a more developed social exchange model which examines the differential effects of various dimensions of fairness on trustworthiness and customers' trust. Data were collected from consumers of banks and analysed using confirmatory factor analysis and structural equation modelling. Findings of the study show that perceptions of fair treatment on the part of consumers are important in driving trustworthiness and engendering trust. Implications are also considered.
Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive ... more Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts to measure fairness in a broad-based multi-dimensional manner are underdeveloped. Design/methodology/approach – A quantitative approach where a large-scale sample of the perceptions of financial services consumers is taken in three periods. Subsequently, exploratory and confirmatory factor analysis are used to analyse the data. Findings – Fairness comprises three distinct but related elements, namely, procedural, interactional and distributive fairness, and further sub-dimensions are also apparent. The measurement scale exhibits a high degree of validity and reliability and represents a robust measure of fairness perceptions. Research limitations/implications – Previous conceptual suppositions as to the multi-dimensional nature of fairness are strongly supported. A comprehensive scale is provided f...
Churches in Britain are increasingly seen to be engaging in what have been termed marketing activ... more Churches in Britain are increasingly seen to be engaging in what have been termed marketing activities. Although a small number of studies exist about clergy attitudes towards the use of marketing techniques in a church setting in the US, little research exists in the UK context. This paper examines British clergy attitudes towards the use of marketing attitudes from a
International Journal of Nonprofit and Voluntary Sector Marketing, 1997
... McDaniel, S. W. (1989) 'The use of marketing techniques by churches:... more ... McDaniel, S. W. (1989) 'The use of marketing techniques by churches: A national survey, Review of Religious Research, Vol. 31(2) (December), pp. 175-82. ... 28(25). Wrenn. B. (1993) 'The role of marketing for religious organizations', Journal of Professional Services Marketing.
SIGLEAvailable from British Library Document Supply Centre- DSC:3597.811(NU-SMF-DP--1992/17) / BL... more SIGLEAvailable from British Library Document Supply Centre- DSC:3597.811(NU-SMF-DP--1992/17) / BLDSC - British Library Document Supply CentreGBUnited Kingdo
Simply put, satisfaction can be defined as a post-purchase evaluation of a product or service giv... more Simply put, satisfaction can be defined as a post-purchase evaluation of a product or service given pre-purchase expectations. A common approach is to view satisfaction as the response of a consumer to their evaluation of a perceived discrepancy between prior expectation and the actual performance of the product after consumption. In this respect there is some similarity with measurement of service quality. Most writers agree that expectations are important in post-purchase evaluations especially given their use by customers as a baseline for post-purchase comparison and disconfirmation. The expectancydisconfirmation relationship is illustrated below in an adaptation of the original expectancy-disconfirmation framework.
Existing trust scales generally measure aspects of trustworthiness and not trust per se. Trust is... more Existing trust scales generally measure aspects of trustworthiness and not trust per se. Trust is a broader concept encompassing attributes of the trustee, trustor and the situation/context. The purpose of this study is to develop a composite measurement scale for trust in financial services that incorporates elements of these three facets of trust. The study draws on interdisciplinary theories and adopts a broadly quantitative approach to develop, test and validate a five-dimensional scale for measuring trust in financial services. The trust scale for financial services developed through this study has five dimensions (5Cs): character-competence, congruence, communication, commitment and context. The scale provides a holistic conceptualisation of trust and displays solid psychometric properties. A comprehensive interdisciplinary trust scale for financial services, with strong reliability and validity, holds important managerial implications, its ability to capture the attributes of the trustee, trustor and financial system attesting to its suitability as a diagnostic tool to measure trust more robustly. Our trust scale has significant practical implications, offering useful insights for policymakers, commercial organisations and other stakeholders. This is the first trust scale for financial services that captures the attributes of trustee, trustor and context, d reconcilling tensions between the conceptualisation and operationalisation of trust
The Leeds Beckett repository holds a wide range of publications, each of which has been checked f... more The Leeds Beckett repository holds a wide range of publications, each of which has been checked for copyright and the relevant embargo period has been applied by the Research Services team. We operate on a standard take-down policy. If you are the author or publisher of an output and you would like it removed from the repository, please contact us and we will investigate on a case-by-case basis.
Advertisement and price cues are important sources of information that influence tourists’ servic... more Advertisement and price cues are important sources of information that influence tourists’ service expectations, particularly in the case of newer, less-established hotels. However, it is not clear if such hotels benefit from promising more or less through their advertisements; or price high or low through their price cues. Extant research is also uncertain about the role of culture in moderating the impact of advertisement and price cues on expectations. Using an experimental setup with 218 tourists from three different countries, this study finds that a newer hotel is likely to be better off by offering more service promises through its advertising and high price cues to its prospective visitors. The results suggest that culture influences how tourists process advertising cues but has no influence on price cue influence. The study provides insights for managers on how to develop a segmentation strategy using the cultural profiles of tourists.
This document is the author's post-print version, incorporating any revisions agreed during the p... more This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.
This document is the author's post-print version, incorporating any revisions agreed during the p... more This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.
Purpose – The purpose of this paper is to examine fairness within financial services. In making t... more Purpose – The purpose of this paper is to examine fairness within financial services. In making the contribution the authors examine fairness by four different channels to market and across a range of financial services products. The product categories in the study are those with the highest density levels in the UK. Design/methodology/approach – Underpinned by the development of new measures, this paper is based on telephone interviews and on-line surveys with UK customers of financial services. More than 1,000 customers participated in the survey during the middle of 2013. After reporting the measurement model, the authors use ANOVA to report the differences in the perception of the dimensions of fairness by channel to market. Findings – The authors found there to be significant differences in perceptions using different channels to market. The research shows that where a face-to-face interaction takes place, such as branch contact, they are perceived to be fairer than when intera...
Business School. He has published over 60 journal articles and conference papers covering policy ... more Business School. He has published over 60 journal articles and conference papers covering policy issues in financial services and beyond, as well as marketing financial services and other marketing issues. He is a Member of the Chartered Institute for Securities and Investment and also serves on the Board of Governors of the ifs University College.
Theorists and empirical researchers in marketing and other fields suggest that fairness is import... more Theorists and empirical researchers in marketing and other fields suggest that fairness is important in developing buyer-seller relationships. However, the construct of fairness is still opaque and relatively underdeveloped. Researchers still do not adequately understand the connection between service fairness and trust. Hence the purpose of this study is to provide a more developed social exchange model which examines the differential effects of various dimensions of fairness on trustworthiness and customers' trust. Data were collected from consumers of banks and analysed using confirmatory factor analysis and structural equation modelling. Findings of the study show that perceptions of fair treatment on the part of consumers are important in driving trustworthiness and engendering trust. Implications are also considered.
Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive ... more Purpose – The purpose of this article is to derive, test and validate a comprehensive, inclusive measure of perceptions of fairness in consumers of financial services, as current attempts to measure fairness in a broad-based multi-dimensional manner are underdeveloped. Design/methodology/approach – A quantitative approach where a large-scale sample of the perceptions of financial services consumers is taken in three periods. Subsequently, exploratory and confirmatory factor analysis are used to analyse the data. Findings – Fairness comprises three distinct but related elements, namely, procedural, interactional and distributive fairness, and further sub-dimensions are also apparent. The measurement scale exhibits a high degree of validity and reliability and represents a robust measure of fairness perceptions. Research limitations/implications – Previous conceptual suppositions as to the multi-dimensional nature of fairness are strongly supported. A comprehensive scale is provided f...
Churches in Britain are increasingly seen to be engaging in what have been termed marketing activ... more Churches in Britain are increasingly seen to be engaging in what have been termed marketing activities. Although a small number of studies exist about clergy attitudes towards the use of marketing techniques in a church setting in the US, little research exists in the UK context. This paper examines British clergy attitudes towards the use of marketing attitudes from a
International Journal of Nonprofit and Voluntary Sector Marketing, 1997
... McDaniel, S. W. (1989) 'The use of marketing techniques by churches:... more ... McDaniel, S. W. (1989) 'The use of marketing techniques by churches: A national survey, Review of Religious Research, Vol. 31(2) (December), pp. 175-82. ... 28(25). Wrenn. B. (1993) 'The role of marketing for religious organizations', Journal of Professional Services Marketing.
SIGLEAvailable from British Library Document Supply Centre- DSC:3597.811(NU-SMF-DP--1992/17) / BL... more SIGLEAvailable from British Library Document Supply Centre- DSC:3597.811(NU-SMF-DP--1992/17) / BLDSC - British Library Document Supply CentreGBUnited Kingdo
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