Academic literature on the topic 'Consumer behavior – Cross-cultural studies'

A comprehensive study of the consumers’ needs and demands, the patterns of their social and cultural behavior are essential to the success of the modern luxury companies in their market activity. The purpose of research is to study the possible differences and similarities in the perception of luxury and motivation to purchase these goods by consumers in different parts of the world and selection of acceptable marketing tools. The study is built on the results of analysis of cultural values in some countries using the country comparison tool developed by Hofstede and the results of analysis of scientific articles on the behavior of luxury goods consumers in different countries. The methodology approach – Hofstede’s model of national culture and scientific studies belonging to cultural impacts on luxury consumers’ behavior – is applied to explore cross-cultural differences in luxury consumption behavior. The findings of the study are as follows: consumers from countries with high power distance, collectivism, and masculinity, long-term orientation, and low indulgence primarily perceive social values in consuming luxury goods and are sensitive to conspicuous luxury-status. In cultures with high individualism, masculinity, indulgence, and low power distance, consumers display to perceive individual and functional values and are sensitive to “emotional hedonistic luxury.” The consumption of luxury goods in the Asian region is characterized by significant focusing on social values and status consumption, more than in the rest of the world. The motives of achievements in the form of self-realization and self-actualization are among the main reasons for the luxury consumption of European Union consumers.

Purpose Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies, however, have not recognized that retail policies (regarding returns and exchanges) in the USA are much more liberal and “consumer friendly” than in other parts of the world, and thus it is possible that their conclusions are flawed. The purpose of this study, therefore, was to determine the extent to which cross-national differences in complaint behavior are due to cultural vs situational factors. Design/methodology/approach To examine this issue, a two-part study was conducted. Study 1 compared consumers living in China, India and Mexico to cohorts who immigrated to the USA. Study 2 compared individuals from those same countries to subjects who are native to the USA. Findings The findings indicate that situational factors (i.e. consumer-oriented vs restrictive refund/return/exchange policies) have a large impact on consumer complaint behavior (i.e. redress, negative-word-of-mouth and exit), and that the effects of culture are minor. Research limitations/implications To infer cause-effect, and establish scientific theory, one must rule out alternative hypotheses. Researchers who are investigating cross-cultural complaint behavior must take situational factors into account. Practical implications With the emergence of “global consumers” consumer expectations around the world are changing. Astute retailers should institute and promote more liberal return policies, thereby mitigating consumers’ perceived risk. Originality/value This study dispels the notion that culture is responsible for differences in cross-national consumer complaint behavior.

Abstract This study presents a review of 85 peer-reviewed publications of cross-cultural variations in consumer behavior. The objectives of this study are to systemize conceptual and methodological approaches to research of cross-cultural variations in consumer behavior; to present an extended understanding of consumer behavior in related industries; to identify conceptual and methodological gaps and empirical issues in these studies; and by fulfilling the objective of this paper to develop an agenda guiding further research in a systematic manner. This literature review reveals the lack of a unified conceptual approach to defining cross-cultural variations and the absence of a unified terminology related to cross-cultural research. It also highlights methodological areas susceptible to common method bias, which hinders the establishment of equivalence in studies of cross-cultural variations in consumer behavior. This review accentuates the “cross-cultural variations” concept in consumer behavior research, covering both the differences and similarities that are the subject of cross-cultural studies. Furthermore, the current study outlines relevant contributions for theoretical and potentially managerial implications based on the study’s insights.

Conventional methodology for validating measures in consumer research relies on structural equation modeling. But, this procedure requires a fairly large sample size and a clear conceptualization of the relationship between individual items and various scale dimensions. Neither of these requirements may be met in exploratory cross-national studies. Hence, this paper addresses scale validation issues in exploratory cross-national research, where sample size is a major concern. Specifically, it uses cross-national data on the vanity measure as an exemplar and a battery of descriptive analytics to show how to assess scaling assumptions, reliability, and dimensionality of consumer behavior measures. The scale validation procedure the authors describe in this paper has implications for researchers who use multi-item rating scales as measures of consumer behavior constructs. Keywords: cross-cultural, scale validation, exploratory research, cross-national, scale applicability JEL Classification: L1, L13, D11, D12, M31

While many food producers invest in adopting sustainable and/or environmentally friendly packaging for regular foods, such as milk or juice, it remains unclear why consumers choose to buy regular food in such packaging, especially when it is more expensive and other alternatives are available. The purpose of this paper is to present a systematic literature review of all studies on the predictors of consumer food purchasing in environmentally friendly packaging published in the period 1994–2019. The guiding research question of this study is: Which factors influence the consumers’ decision to purchase food in environmentally friendly packaging? To review the extant research on the factors influencing consumers’ decision to purchase food in environmentally friendly packaging, we employed a systematic literature review methodology. The review revealed that, although the extant research is growing, it is very limited in terms of the theories utilized to explain consumer purchasing behavior and in the range of the tested predictors of consumers’ purchasing of foods in environmentally friendly packaging. Among the existing explanations are demographics, consumer attitudes, knowledge about the environmental effects of packaging, visual designs, functionality, cross-cultural differences, and affordability. The paper is concluded with a discussion of the implications of this systematic literature review for future research and practice. Among the leading recommendations are: (a) to go beyond Ajzen’s theoretical explanations of consumer purchasing behaviors; (b) to examine a broader set of predictors; (c) to draw on more interconnected complex models that include both internal and external factors; (d) to conduct cross-cultural comparative studies; (e) to address the gap between attitudes and behaviors; and (f) to consider the role of organizations and government in the transition to more sustainable consumer purchasing behavior, rather than only searching for individual predictors of behaviors.

Purpose The purpose of this paper is to find consumption-related similarities and differences between the three major dimensional models of national culture, to help researchers select specific models or dimensions for their cross-cultural studies. Design/methodology/approach First, a review of the theoretical background of cultural values and three models of national culture is provided: those by Hofstede, Schwartz and GLOBE. Then these models are compared through partial correlation analysis, controlling for GNP/capita of a set of 25 relevant consumer behavior-related data with country scores of 21 dimensions of the three dimensional models. Findings Of all models several dimensions explain differences in consumer behavior. Some dimensions explain values related to specific consumer behavior domains better than others. Only a few dimensions of different models do not show meaningful interesting relationships with consumer behavior issues. Dimensions with the same label do not explain similar differences. Practical implications Cross-cultural researchers can choose from the several cultural models, but selecting a model only based on descriptions of the contents of dimensions is difficult. The relationships of dimensions with concrete consumer behavior data found in this study facilitate choice. This analysis may help researchers who consider conducting cross-cultural analysis of consumer behavior data to select a specific model, or specific dimensions of different models that apply best to their research question. Originality/value This is the first study that compares the three major dimensional models with examples of consumer behavior-related items.

This study aimed to examine consumers’ motives for eating and choosing sweet baked products (SBPs). A cross-cultural segmentation study on a South African (SA) and Swiss population sample (n = 216), was implemented using the Motivation for Eating Scale (MFES) and the Food Choice Questionnaire (FCQ). Cluster analyses provided three consumer segments for each population sample: the balanced and the frequenters for both countries, the deniers for SA, and the health conscious for Switzerland. South Africans liked SBPs more than the Swiss respondents, however the Swiss sample consumed SBPs more often. Environmental and physical eating were the most relevant motives when eating SBPs for the SA and Swiss group, respectively. For both samples, sensory appeal was the deciding factor when choosing SBPs. Cross-cultural studies of food choices are important tools that could help improve the current understanding of factors that influence the eating behavior of ultra-processed foods to promote healthy food choices through local and global perspectives. This paper highlights that more research is needed on consumers’ motives for choosing and eating ultra-processed foods in order to develop specific integrative cultural exchange actions or intervention strategies to solve the obesity issue.

Purpose This paper aims to improve knowledge regarding the complicated relationship among brand cultural symbolism, consumer cultural involvement, brand authenticity and consumer well-being. Although some literature has mentioned the relationship between the above concepts, these relationships have not been confirmed by empirical studies. Design/methodology/approach Based on the self-determination theory and the authenticity theory, a causal model of brand cultural symbolism, consumers’ enduring cultural involvement, brand authenticity and consumer well-being is developed. The structural equation model and multiple regressions are used to test the hypothesis. The primary data are based on an online survey conducted in China (N = 533). A total of six brands from the USA, France and China were selected as study samples. Findings The data reveal that brand cultural symbolism has a positive relationship with brand authenticity and consumer well-being; brand authenticity partially mediates the relationship between brand cultural symbolism and consumer well-being; and find a weakening effect of consumers’ enduring cultural involvement on the relationship between brand cultural symbolism and brand authenticity. Research limitations/implications The weakening effect of consumers’ enduring cultural involvement on the relationship between brand cultural symbols and brand authenticity should be further verified through experiments and the model should be tested in different cultural backgrounds from a cross-cultural perspective. Practical implications The present study offers novel insights for brand managers by highlighting brand authenticity as the fundamental principle that explains the effect of cultural symbolism of brands, consumers’ enduring cultural involvement, as well as eudaimonic and hedonic well-being. Originality/value The findings suggest that cultural significance of a brand is closely related to brand authenticity and consumer well-being; however, on consumers with a highly enduring cultural involvement, the effect of brand culture symbolism and brand authenticity is weakened. This is an interesting finding because in this case, consumers may measure brand authenticity more based on the brand actual behavior (e.g. brand non-commercial tendency and brand social responsibility) rather than the symbolic image.

Purpose Electronic word-of-mouth (eWOM) is very important for consumer decision making; previous international product diffusion studies have investigated eWOM and cultural factors that influence consumers’ acceptance of new products, but they have not adequately compared the differences in these factors between the USA and China. Therefore, the purpose of this paper is to compare the impact of eWOM on consumer choices in China and the USA. The authors addressed the following questions: What are the cross-cultural differences in consumers’ eWOM behavior between the USA and China: Which genres of Hollywood movies have better cross-culture predictability in terms of box office performance; and What factors affect the success of Hollywood movies in entering the Chinese market? Design/methodology/approach Real eWOM data were collected from two online movie review websites, IMDb.com (the USA) and Douban.com (China), from January 2010 to December 2015. In addition, box office revenue information was collected from BoxOfficeMojo.com. The authors used an independent sample t-test to check whether the differences in consumers’ eWOM behavior between China and the USA and different types of movie lead to cultural discount differences. Furthermore, a log-linear regression model is used to examine which factors influence the commercial success of new movies. Findings There are specific similarities and differences between the American and Chinese movie markets. First, the results show that American consumers are more engaged in online review systems and tend to submit extreme reviews, but Chinese consumers tend to submit moderate reviews on movies, and the eWOM variance there is smaller than in the USA. Second, genres are useful variables as indicators of movie content; the genres of comedy and drama are not popular in the Chinese market. Finally, eWOM variance has a positive impact on box office in China, but eWOM variance has no impact on the US box office. In addition, the interactive effect of the average rating and eWOM variance on sales is positively significant in China. Importantly, the one-star reviews have a negative impact on the Chinese box office, but it has no impact on US box office. Practical implications Understanding how cultural factors influence consumer eWOM communication will help managers to better apply this new marketing communication tool to create more aggressive and targeted promotional plans. Marketers may use eWOM behavior to better respond to and target consumers to overcome barriers to the selection of their products by consumers. Therefore, more effective management of eWOM can improve the acceptance of and preference for products in different cultural consumer groups. Originality/value This study expands the existing body of knowledge on eWOM and international marketing literature. Clearly, culture is an important determinant of eWOM’s impact on sales. In addition, it provides strategic direction and practical implications for eWOM communication management in cross-cultural settings.

PurposeThe present study has the general objective to verify the myopia level of Management students from different cultures.Design/methodology/approach For that purpose, the methodology chosen was, as for means, quantitative and qualitative, and as for purposes, exploratory and descriptive. The primary data were collected through questionnaires and interviews applied with Brazilian and German Management students.Findings Regarding the results, it was observed that the students of both countries have similar attitudes and behaviors concerning sustainability; moreover, it was verified moderate myopia concerning the environmental behavior of the students inside both universities despite cultural differences.Research limitations/implications The present study cannot generalize the results for the universe Brazil and Germany, one of the limitations of the study being the cult-unit researched. Only Management students of the two countries were studied, besides being sampled for convenience.Social implications In Bremen, the resource economy is cultural it was developed especially in the post-war periods with the restrictions imposed on the country. On the other side of the comparison, we have Fortaleza, a city in northeastern Brazil. The scourge of northeastern droughts has led the region to develop a culture of water and resource-saving.Originality/valueThe study empirically tested a new concept related to sustainability with people from two countries with different realities. The consumer myopia identifies the short-term view of consumers concerned only with their immediate personal satisfaction, and who do not envisage the possibility of allying this satisfaction with sustainability in the long term.

Thesis (MSc)--Stellenbosch University, 2002.
ENGLISH ABSTRACT: An opportunity currently exists for retailers to develop store image strategies to target the female large-size apparel consumer market within the multicultural South African consumer society. This exploratory study set out to generate and describe retail store image attributes perceived as important to the female large-size apparel consumer within the South African context, as well as identifying differences and similarities in the perception of these attributes based on race and age group. The study also aimed to determine if the existing store image attribute groupings by Lindquist (1974-1975:31) is applicable when studying the female largesize apparel consumer. Focus groups were used as method of data collection in this study. The sample population (n=37) consisted of account holders who purchased apparel from a specific large-size apparel retail store during a specific time period. Three race groups, namely Africans, Coloureds, and Whites, as well as three age groups i.e. 20-29, 30-39, and 40-54 year age groups were included. Each focus group was homogenous in race and age composition. A facilitator conducted group discussions by following a focus group schedule. The first part of the discussion generated retail store image attributes deemed important by the focus group participants, followed by the rating of the perceived importance of these attributes using the Schutte Visual Scale. The second part of the discussion generated participants' description of Lindquist's nine identified store image attribute groupings, followed by the rating of the perceived importance of each of these attribute groupings using the Schutte Visual Scale. Transcriptions of all the focus group discussions were made. For the first part of the study the transcriptions were compiled into composite lists and refined based on Lindquist's nine attribute groupings. The aggregate ratings for each specific attribute and attribute grouping were calculated. For the second part of the study's results, the descriptions of each of Lindquist's nine attribute groupings was compiled into a single list of descriptive attributes. The aggregate ratings for each of these attributes groupings were calculated. Respondents perceived Merchandise and Clientele the most important attribute groupings in the analysis of all race and age groups, followed by Service, Post-transaction satisfaction, Promotion and Store atmosphere. Institutional factors and Physical facilities were perceived as the least important attribute groupings. No attributes relating to Convenience were generated. In the analysis of race and age groups, Merchandise and Service, followed by Store atmosphere, were perceived as the most important attribute groupings by most of the focus groups. The specific attributes generated by the different groups showed similarities, whereas the rating and definition of these attributes differed. Lindquist's descriptions of the nine attribute groupings were compared to the descriptions of the respondents. Similarities and differences were identified. Recommendations were made to refine and adapt Lindquist's attribute groupings and descriptions to develop a store image research framework that could be more applicable to the female large-size apparel consumer. This exploratory study provides some insight into the perceived importance of retail store image attributes by the female large-size apparel consumer, given the context of a multi-cultural South African society. Recommendations for future research were made and the implications for retailers were outlined.
AFRIKAANSE OPSOMMING: Daar bestaan tans 'n geleentheid vir kleinhandelaars om 'n winkelbeeld strategie te ontwikkel wat gemik is op die vroulike groter figuur kledingverbruiker binne die multikulturele Suid- Afrikaanse verbruikersamelewing. Hierdie verkennende studie poog om kleinhandel winkelbeeldeienskappe wat deur die vroulike groter figuur kledingverbruiker binne die Suid- Afrikaanse konteks as belangrik beskou word, te genereer en te beskryf, sowel as om die verskille en ooreenkomste in persepsies van die belangrikheid van hierdie eienskappe tussen ras en ouderdomsgroep te identifiseer. Die studie het ook ten doeI om te bepaal of die bestaande winkelbeeldeienskap groeperinge, soos deur Lindquist (1974-1975:31) voorgestel, toepaslik is wanneer die vroulike groter figuur kledingverbruiker bestudeer word. Fokusgroepe is as metode van data-insameling gebruik. Die steekproef (n=37) was rekeninghouers wat aankope gedoen het by 'n bepaalde groter figuur kledingkleinhandelaar binne 'n spesifieke tydsperiode (n=37). Drie rassegroepe naamlik Swartes, Kleurlinge, en Blankes, sowel as drie ouderdomsgroepe te wete 20-29, 30-39, en 40-54-jariges is ingesluit. Elke fokusgroep was homogeen in ras- en ouderdomsamestelling. 'n Fasiliteerder het die fokusgroepbesprekings gevoer deur 'n fokusgroepskedule te volg. Die eerste deel van die bespreking het kleinhandel winkelbeeldeienskappe, wat deur die fokusgroepdeelnemers as belangrik beskou is, gegenereer. Dit is gevolg deur die meting van die respondente se persepsie van die belangrikheid van hierdie eienskappe met behulp van die Schutte Visuele Skaal. Die tweede deel van die bespreking het beskrywings van Lindquist se nege winkelbeeldeienskap groeperinge gegenereer en is gevolg deur die meting van respondente se persepsie van die belangrikheid van hierdie eienskap groeperinge met behulp van die Schutte Visuele Skaal. Transkripsies is van al die fokusgroepbesprekings gemaak. Vir die eerste deel van die studie is die transkripsies in lyste van spesifieke eienskappe saamgestel en georden volgens Lindquist se nege eienskap groeperinge. Die gemiddelde waarde vir elke spesifieke eienskap sowel as vir die eienskap groepering is bereken. Vir die tweede deel van die studie is beskrywings van elk van Lindquist se nege eienskap groepering saamgestel in 'n enkele lys van beskrywende eienskappe. Die gemiddelde waarde vir elk van hierdie eienskap groeperinge is bereken. Respondente beskou Goedere (Merchandise) en Kliëntebasis (Clientele) as die belangrikste eienskap groeperinge in 'n analise van alle ras- en ouderdomsgroepe, gevolg deur Diens (Service), Na-verkoop tevredenheid (Post-transaction satisfaction), Promosie (Promotion) en Winkelatmosfeer (Store atmosphere). Institusionele faktore (Institutional factors) en Fisiese fasiliteite (Physical facilities) is die minste belangrik. Geen eienskappe wat met Gerief (Convenience) verband hou, is gegenereer nie. In die analise van ras- en ouderdomsgroepe is Goedere en Diens, gevolg deur Winkelatmosfeer, as die belangrikste eienskap groeperinge beskou deur meeste van die fokusgroepe. Die spesifieke eienskappe wat deur die verskillende groepe gegenereer is, dui op ooreenkomste, terwyl die gemiddelde waarde en fokus van die eienskappe verskil. Lindquist se beskrywings van die nege eienskap groeperinge is vergelyk met die beskrywings van die respondente. Ooreenkomste en verskille is geïdentifiseer. Voorstelle is gemaak om Lindquist se eienskap groeperinge en beskrywings te verfyn en aan te pas ten einde 'n winkelbeeld navorsingsraamwerk te ontwikkel wat meer toepaslik is op die vroulike groter figuur kledingverbruiker. Hierdie verkennende studie bied insig in die vroulike groter figuur kledingverbruiker se persepsies van die belangrikheid van kleinhandel winkelbeeldeienskappe, gegewe die konteks van 'n multkulturele Suid-Afrikaanse samelewing. Aanbevelings vir verdere navorsing word gemaak en die implikasies vir kleinhandelaars is uitgewys.

Dissertation (PhD)--Stellenbosch University, 2001.
ENGLISH ABSTRACT: Female apparel shopping behaviour in a multi-cultural consumer society is a complex phenomenon. This study set out to identify the variables that influence female apparel shopping behaviour in a multi-cultural consumer society and to determine whether distinct clusters of female apparel shoppers could be identified. Three theoretical models from the two study disciplines, Consumer Behaviour and Clothing and Textiles, were investigated, i.e. the Sproles Model of Fashion Adoption, the Engel-Blackwell-Miniard Model of Consumer Decision-Process Behaviour and De Klerk's Clothing Consumer Decision-making Model. These models were synthesised and developed further into a new conceptual theoretical model of variables influencing female apparel shopping behaviour in a multi-cultural consumer society. The Macro conceptual theoretical model presented the variables under market dominated variables, market and consumer interaction variables and consumer dominated variables. The scope of the study was delimited by the choice of two primary variables under each classification, for further investigation. The variables investigated were: the place of distribution, the apparel product, shopping orientation, patronage behaviour, socio-cultural influences (family, lifestyle and culture) and demographics. An overview of the South African apparel industry was provided and future trends in retailing were highlighted. Literature on shopping orientation as a variable was extensively studied, resulting in a proposed new classification system. Lifestyle and cultural consciousness, i.e. the individualist and collectivist orientation, and the impact thereof on female apparel shopping behaviour were investigated. Data for this exploratory study were generated by means of a store-intercept research method. A questionnaire was developed and trained fieldworkers undertook in-store interviews with approximately eight hundred female apparel shoppers representative of three population groups, African/black, coloured and white. The data analysis yielded acceptable questionnaire reliability and multivariate statistics showed shopping orientation and lifestyle to be multi-dimensional constructs with three components each. The three shopping orientation components were labelled shopping selfconfidence and enjoyment; credit-prone, brand-conscious and fashion innovator and local store patronage. A Yuppie lifestyle, apparel-orientated lifestyle and a traditional lifestyle were the three labels ascribed to the lifestyle components. Three clusters of female apparel shoppers were formed by means of cluster analysis, according to the three components of lifestyle and shopping orientation respectively, the two cultural consciousness scales and eleven patronage behaviour items. A demographic profile of each cluster completed the typology of the three female apparel shopper groups. Group one was the largest (49%) and was labelled Actualisers. Group two (28%) was labelled Strugglers and group three (22%) Aspirationals. The female apparel shopper could therefore be successfully segmented into distinct market segments with statistically significant differences in profiles. The profiles showed similarities to international and South African typology research. The results are presented in a conceptual model. The following main implications for manufacturers, marketers, retailers, researchers, educators and students can be stated: .:. Knowledge regarding consumers will be of paramount importance for survival in the competitive and more globally orientated 21st century . •:. The female apparel market is not homogeneous. Different groups of consumers require different types of products and will evaluate them differently. Modern technology such as CAD, EDI, QR and CIM should be implemented to assist stakeholders in this regard. Fashion changes rapidly and if the window of opportunity is not seized, it is lost . •:. Different advertising and marketing strategies are necessary to reach the various female apparel shopper groups. Special attention should be given to advertising approaches and media vehicles that will gain the attention of the various groups . •:. Electronic retailing and marketing will form a large part of future retailing and marketing activities. Stakeholders should be geared towards seizing these opportunities for growth. .:. Researchers, educators and students will benefit from the application of the Conceptual Theoretical Model - a Macro perspective. It could provide a conceptual framework for curriculum development, be used as an evaluation tool and assist in the understanding of the complexities of variables impacting on female apparel shopping behaviour in a multi-cultural consumer society. Recommendations for future research were made in order to encourage researchers to research the complex nature of female apparel shopping behaviour in a multi-cultural consumer society scientifically.
AFRIKAANSE OPSOMMING: Vroueklere aankoopgedrag in 'n multi-kulturele verbruikersgemeenskap is 'n komplekse fenomeen. Hierdie studie poog om die veranderlikes wat vroueklere aankoopgedrag in 'n multi-kulturele verbruikersgemeenskap beïnvloed, te identifiseer en om te bepaal of onderskeibare groepe vroulike verbruikers geïdentifiseer kan word. Drie teoretiese modelle vanuit die twee dissiplines, naamlik Verbruikersgedrag en Kleding en Tekstiele, is ondersoek, naamlik: die Sproles Model van Modeaanvaarding (Sproles Model of Fashion Adoption), die Engel-Blackwell-Miniard model van Verbruikersbesluitnemingsproses-gedrag (Engel-Blackwell-Miniard Model of Consumer Decision-Process Behaviour) asook De Klerk se Kledingverbruikerbesluitnemingsmodel. (De Klerk's Clothing Consumer Decision-making Model). Hierdie modelle is gesintetiseer en verder ontwikkel tot 'n nuwe konseptueie teoretiese model van veranderlikes wat vroueklere-aankoopgedrag in 'n multi-kulturele verbruikersgemeenskap beïnvloed. Die Makro konseptueie teoretiese model orden veranderlikes onder mark-gedomineerde veranderlikes, mark- en verbruiker-interaksie-veranderlikes en verbruiker-gedomineerde veranderlikes. Die omvang van die studie is begrens deur die keuse van twee primêre veranderlikes onder elke groepering vir verdere studie. Die bestudeerde veranderlikes sluit die volgende in: plek van distribusie, die klereproduk, aankooporiëntasie, winkelvoorkeurgedrag, sosio-kulturele invloede (familie, lewenstyl en kultuur) asook demografie. 'n Oorsig van die Suid-Afrikaanse kledingindustrie word gegee en toekomstige tendense in die kleinhandel word uitgelig. Literatuur rakende aankooporiëntasie as veranderlike is breedvoerig bestudeer en resulteer in 'n nuwe klassifikasie stelsel. Lewenstyl en kulturele bewustheid, nl. die individualistiese versus kollektivistiese oriëntasie, en die impak daarvan op vroue se klere-aankoopgedrag is ondersoek. Data vir hierdie verkennende navorsing is verkry deur respondente in winkels te nader (store-intercept research method). Vir hierdie eksploratiewe studie is 'n vraelys ontwikkel en opgeleide veldwerkers het onderhoude (binne winkels) met ongeveer aghonderd vroue klereverbruikers, verteenwoordigend van drie populasie groepe, nl. Swart, Kleurling en Blank gevoer. Die data ontleding dui op aanvaarbare vraelys betroubaarheid. Die meervoudige veranderlike statistiek resultate toon aan dat aankooporiëntasie en lewenstyl multi-dimensionele konstrukte is, met onderskeidelik drie komponente elk. Die drie aankooporiëntasie komponente is benoem as aankoop selfvertroue en genot (shopping self-confidence and enjoyment); krediet geneigdheid, handelsmerk bewustheid sowel as mode innoveerder (credit prone, brand conscious and fashion innovator) en plaaslike winkelvoorkeur (local store patronage). Die Yuppie lewenstyl (Yuppie lifestyle); klere georienteerde lewenstyl (apparel orientated lifestyle) en tradisionele lewenstyl (traditional lifestyle) was die drie name wat aan die lewenstyle komponente toegeskryf is. Drie groepe vroulike klere aankopers is gevorm met behulp van trosanalise. Die trosanalise is gedoen op grond van die drie komponente van lewenstyl en aankooporiëntasie onderskeidelik, die twee kulturele bewustheid skale en die elf winkelvoorkeur gedrag items. Die tipering van die drie groepe is aangevul deur 'n demografiese profiel. Groep een was die grootste (49%) en is genoem Aktualiseerders (Actualisers). Groep twee (28%) is genoem Sukkelaars (StruggIers) en groep drie (22%) Aspireerders (Aspirationals). Die vroulike klere aankoper kon derhalwe suksesvol gesegmenteer word in duidelik onderskeibare segmente met statisties beduidende verskille in die profiele. Die profiele toon ooreenkomste met internasionale en Suid-Afrikaanse tipologie navorsing. konseptueie model. Die resultate word aangetoon in 'n Die volgende hoof implikasies vir vervaardigers, bemarkers, kleinhandelaars, navorsers, opvoedkundiges en studente kan gestel word: .:. Kennis rakende verbruikers sal krities wees vir oorlewing in die kompeterende en globaal georiënteerde 21ste eeu. •:. Die vroue klere mark is nie homogeen nie. Verskillende groepe verbruikers vereis verskillende tipes produkte en sal dit derhalwe verskillende evalueer. Moderne tegnologie soos rekenaar gesteunde ontwerp, elektroniese data interaksie, vinnige respons en rekenaar geintegreerde vervaardiging moet geïmplimenteer word ten einde alle belanghebbendes te ondersteun in hierdie verband. Mode verander vinnig en indien geleenthede nie aangegryp word nie, is dit verlore . •:. Verskillende bemarking en reklame strategieë is nodig ten einde die verskillende groepe vroue klere verbruikers te bereik. Spesifieke aandag moet geskenk word aan die advertensie aanslag en media voertuie wat die aandag van die onderskeie groepe sal trek . •:. Elektroniese kleinhandel en bemarking sal 'n groot komponent van die toekomstige kleinhandel en bemarkingsaktiwiteite beslaan. Belanghebbendes moet ingestel wees om hierdie geleenthede vir groei aan te gryp . •:. Navorsers, opvoeders en studente sal voordeel trek uit die toepassing van die Konseptueie Teoretiese Model - 'n Makro Perspektief. Hierdie model kan dien as 'n konseptueie raamwerk waarbinne kurrikulering kan plaasvind, asook aangewend word as evaluasie instrument. Die model kan ook hulp verleen ten einde die komplekse aard van die veranderlikes wat vroue klere aankoopgedrag beïnvloed in 'n multi-kulturele verbruikergemeenskap, te verstaan. Aanbevelings vir verdere navorsing word gemaak ten einde toekomstige navorsers aan te moedig om op 'n wetenskaplik verantwoordbare wyse die komplekse aard van vroueklere-aankoopgedrag binne 'n multi-kulturele verbruikersgemeenskap, na te vors.

Understanding the process of consumers during key purchasing decision points is the margin between success and failure for any business. The cultural differences between the factors that affect consumers in their decision-making process is the motivation of this research. The purpose of this research is to extend the current body of knowledge about decision-making factors by developing and testing a new theoretical model to measure how culture may affect the attitudes and behaviors of consumers in restaurants. This study has its theoretical foundation in the theory of service quality, theory of planned behavior, and rational choice theory. To understand how culture affects the decision-making process and perceived satisfaction, it is necessary to analyze the relationships among the decision factors and attitudes. The findings of this study contribute by building theory and having practical implications for restaurant owners and managers. This study employs a mixed methodology of qualitative and quantitative research. More specifically, the methodologies employed include the development of a framework and testing of that framework via collection of data using semi-structured interviews and a survey instrument. Considering this framework, we test culture as a moderating relationship by using respondents’ birth country, parents’ birth country and ethnic identity. The results of this study conclude, in the restaurant context, culture significantly moderates consumers’ perception of service quality, overall satisfaction, and behavior intention.of OA.

The globalisation of economies and trade growth have made it necessary for international companies to communicate with consumers of different languages and cultures, since a major objective is to sell a standardised product to consumers with linguistic and cultural backgrounds which are different from those to which the manufacturers are accustomed. Once brought to a foreign country, the sales of a product must be promoted by way of advertising. To begin with, the method of advertising depends on the kind of product to be marketed. In addition, persuasive texts, which are characteristic of the language of advertising, not only employ particular pragmatic strategies, but are based on the values and cultural traditions of the relevant society. In different cultures different signs, symbols, names and customs will be used in different situations. In the case of the translation or localisation of advertisements, a translator must be very sensitive to the loss and gain of cultural elements. These could include objects, historical references, customs and habits that are unique to the source culture and not present in the target culture. The main focus of the research is on the culture-specific elements in advertising texts and their depiction in translation. This treatise investigates certain aspects of translation theory (such as theories of equivalence, Skopos theory and other similar theories) to form a basis for conducting this study and then adapts them to the process of translation. In addition, two main opposite techniques known as standardisation or localisation of the advertising message are discussed. The number of source texts (original) and target texts (localised) are examined closely to reveal any misrepresentations and to identify the method of translation applicable in each case.

Thesis by publication.
Thesis (PhD) -- Macquarie University, Macquarie Graduate School of Management, 2008.
Bibliography: leaves 124-133.
Introduction - Literature review -- Online word-of-mouth: a comparison of American and Chinese discussion boards -- Electronic word-of-mouth: a comparison of stated and revealed behaviour on electronic discussion boards -- A cross-cultural comparison of electronic word-of-mouth and country-of-origin effects -- Conclusion.
The growth of electronic discussion boards has enabled consumers from different cultures to communicate with people of similar interests. Through this online channel, marketing concepts such as word-of-mouth (WOM) and country-of-origin (CoO) effects have the potential to become more important because of the potentially large number of participants involved. The US and China, being the largest and second-largest online population in the world respectively, are ideal countries to investigate the frequency and extent of these marketing concepts. --The thesis consists of three separate but inter-related papers which have been published in journals or have been accepted for publication. Each paper builds on the one before and analyses different aspects of online consumer behaviour such as information-giving, information-seeking and the CoO statements made by participants of discussion boards. By examining and comparing the frequency and content of discussion postings on discussion boards within US and China based websites, the thesis makes a comparison of the information-giving and information-seeking behaviour of the discussants and also looks at the extent and the content of CoO statements made. Online observation of discussion postings from six different discussion boards (three each from the US and China) was conducted over two 90-day period in 2004 and 2005 and a total of 5,993 discussion postings were downloaded for analysis. In addition, an online survey of 214 participants was conducted to compare the stated and actual (or "revealed") behaviour of discussants on the US and China based discussion boards. -- Overall, the findings indicate consistent differences over a 12-month period in the bahaviour of the US and Chinese discussants. The US discussants were found to provide more information than their Chinese counterparts while the Chinese discussants exhibited more information-seeking bahaviour on the discussion boards. The findings also indicate that the Chinese discussants demonstrated more negative CoO statements and these statements were observed to be related to Japan and/or brands that originated from Japan. The findings suggest that such negative CoO statements can increase rapidly online and it appears that the negative sentiments by the Chinese were apparently unrelated to product quality; instead they appear to have been predominantly associated with war related animosity. -- These findings have important implications for marketers selling to the Chinese as discussion boards appear to be more important as a source of information for the Chinese than the Americans. Also, given that the Chinese discussants demonstrated a high level of negative CoO statements relating to products from Japan, marketers selling Japanese products to the Chinese must understand the underlying issues related to these negativeCoO statements and take steps to prevent non-purchase of Japanese products.
Mode of access: World Wide Web.
vii, 133 leaves ill

The skincare sector is among the fastest growing consumer branded products, boasting unprecedented growth rates in emerging markets, as well as steady growth in developed and post-developed markets. Yet, a more relevant question to marketers of branded skincare products is what factors influence consumers’ decisions about where to buy such products, and whether or not to spread positive word-of-mouth (WOM) about products and store preferences. Sirgy’s (1982, 1985) self-congruence theory postulates that the greater the match between a consumer’s self-image and the image of a retailer’s typical patron, the greater the likelihood that the consumer will prefer and patronize that retailer. However, a review of the literature on self-image congruence shows a lack of consensus with respect to: 1) the effect of self-image congruence on retail patronage, and 2) the relative strength of the four dimensions (i.e., actual/ideal self- and social/ideal social self-image) of self-image congruence on consumer preferences and choices (e.g., Ibrahim & Najjar, 2008; Kang, Tang, Lee, & Bosselma, 2012). Further, Sirgy, Grewal, and Mangleburg (2000) suggested that the more a consumer matches a retailer’s store attributes with those of an ideal store, the more likely the consumer will prefer and patronize the retailer. Thus, an integrative model (Sirgy et al., 2000) that captures the effects of retail environment and self-image congruence on retail patronage served as the theoretical foundation of this study. The purpose of this study was to examine interactively the effects of retail environment and self-image congruence on retail shopping experience and patronage behavior of Generation Y-aged (Gen Y) consumers with respect to skincare products (i.e., a sub-sector of cosmetics). Primary data were collected through online surveys from 336 American and 325 Chinese Gen Y consumers. Structural Equation Modeling (SEM) was used to test the hypothesized relationships between self-image congruence, functional congruence, retail shopping experience, and retail patronage behavior. The findings indicate that, across the two sample groups examined, both self-image and functional congruence are related positively to Gen Y consumers’ intentions to spread positive WOM about products and store preferences. In addition, functional, but not self-image congruence, is related positively to purchase intentions across the two groups. Importantly, shopping experience, including satisfaction and pleasure, mediates the relationships between self-image, functional congruence, and retail patronage. Finally, the results of multi-group comparisons show that culture moderates the relative strength of the effect of different dimensions of self-image congruence on Gen Y consumers’ evaluations of retail store attributes and their likelihood to disseminate positive WOM. Specifically, the social-domain of image congruence (e.g., how others see me) had a greater influence on WOM for consumers from a collectivistic culture than it did for those from an individualistic culture. In contrast, the self-domain of image congruence (e.g., how I see myself) had a greater effect on Gen Y consumers’ evaluations of store attributes among those from an individualistic culture than it did for those from a collectivistic culture. This study makes three major contributions to the literature. First, the findings confirm the role of self-image and functional congruence on retail shopping experience and patronage behavior. Second, by using two sample groups from vastly different cultures, the study cross-validates the integrative conceptual model that explains consumers’ retail patronage. Finally, the findings add depth to the original self-image congruence theory by identifying conditions in which the relative strength of the relationships differ.

Online shopping is a growing phenomenon all over the world, and it has thus had an influence on the shopping process for many consumers (Brengman et al., 2005:79; Brown et al., 2003:1667; Kau et al., 2003:139). Consumers are now choosing to shop online due to changes in their lifestyles and demographic diversity (Kau et al., 2003:139). The purpose of this research was to examine the extent to which demographic diversity influenced online shopping orientation and propensity to buy online. The researcher first conducted an in-depth theoretical study of previous research into demographic diversity, online shopping orientation and propensity to buy online. Next, the researcher conducted an empirical survey questionnaire, in order to assess the opinions of students at the three selected Eastern Cape universities. Phinney's (1992:156) multi-group ethnic identity measure was administered in order to identify how respondents feel about their ethnicity and/or how they react to their own ethnic group. Kau et al.,'s (2003) online shopping orientation measure was used to help identify six relevant online shopping factors. The six online shopping factors where then used to describe six online shopping orientation types. The main findings of this research conducted at three Universities in the Eastern Cape can be summarised as follows: Ethnic Identity Profile: - Within this research it was found that respondents at all three universities in general had a strong ethnic identity to their specified ethnic group, according to the two ethnic identity factors namely; commitment and exploration. Online Shopping Orientation Profile: - Within this research it was found that the respondents at all three universities in general could be categorised in one of six online shopping orientation types according to six online shopping factors. The extent to which demographic diversity influences types of online shopping orientation: - From the research hypotheses it was concluded that a relationship exists between demographic diversity and types of online shopping orientations, whereby the gender, race and ethnicity of respondent is likely to influence the way consumers shop online, namely the consumers‟ online shopping orientation. The extent to which demographic diversity influences propensity to buy online: - From the research hypotheses it was concluded that a relationship exists between demographic diversity and propensity to buy online, whereby the gender of respondents is likely to influence whether consumers buy online in the future. - From the research hypotheses it was concluded that no relationship exists between demographic diversity and propensity to buy online, whereby the race and ethnicity of respondents is not likely to influence whether consumers buy online in the future. The extent to which types of online shopping orientation influence propensity to buy online: - The findings suggest that different online shopping orientations have different propensities to buy online in the future. Hence, marketers should be aware of the online shopping orientations more likely to buy online in the future and focus their marketing programs on them. They should also try new ways to attract the online shopping orientations that may not buy online, in the hopes of changing their opinions and perceptions of the Internet and online shopping. South Africa, in particular, consists of multi-racial and diverse ethnic origins, which has resulted in a demographically diverse South African nation. Therefore, marketers need to develop a better understanding of consumers‟ online shopping orientation (Donthu and Garcia, 1999:57; Jayawardhena and Foley, 2000:19; Kau et al., 2003:140). Understanding consumers' online shopping orientation will assist marketers in being able to market to specific consumers and meet the needs of consumers effectively (Kau et al., 2003:140). Since demographic diversity influences the online shopping orientations of consumers, major opportunities for marketers will be provided by accommodating for a demographically diverse South African nation.

AbstractThis chapter offers an overview of the main aspects of digital consumption in Russia with an emphasis on the late 2010s. It also sheds light on the tendencies that digitalization of the sphere of consumption has brought to Russian retail and consumers. In particular, we look at how digitalization has changed retail trade; what kind of digital retail platforms gained popularity in Russia; how Russian retailers utilize data related to consumption; how cross-border internet trade has been developing and how it has been regulated; and what the profile is of the typical online consumer. We also look at platforms and practices of online exchange and the sharing economy. The chapter is based on the analysis of scholarly literature on digital consumption, marketing research data and media publications to identify the current trends in consumption. It addresses the question of what challenges and opportunities the digitalization of consumption has brought about for Russia.

From the beginning of the 20th century it has been observed that detailed studies have been carried on consumer protection and consumer rights by countries, civil society organizations, private sector companies and universities. A harmonious co-operation between these units is of great importance in terms of ensuring effective consumer protection. Because the informing, education and protection of the consumer is accepted as a necessity of modern society. Consumer education is seen as a prerequisite for long-term social and cultural development. Tourists can experience various problems in purchasing goods and services in the regions they travel and do not know which way to apply in such a situation. In this context, youth who are educated tourism management should be knowledgeable about consumer rights are important in terms of resolving the expectations of consumers. In this context, the main purpose of the research is to reveal the knowledge level and behavior of consumer rights of tourism students. The questionnaire prepared for this purpose was applied to the students of Selcuk University Tourism Faculty. As a result of the research, it was determined that the students who participated in the survey know the consumer rights law. However, it has been determined that they do not know the contents of the basic rights provided in this law and the ways of utilization at the desired level.

PPurpose – the purpose of the current research was to investigate the influence of the experience of players and no-players on their purchasing behavior in a gamified purchasing setting. Research methodology – PLS-SEM has been employed to investigate the effect of gaming on consumer behavior and analyze the data gathered via the questionnaire distributed online. Findings – unlike studies in different domains, where the positive impact of game experience in a gamified learning environment and purchasing intention towards gamified products has been highlighted, the results of this research reveal the irrelevance of game experience in online purchasing behavior. Research limitations – firstly, no comparison has been made concerning the differences between board-games and online games. Secondly, the length of time spent playing has not been analyzed. Lastly, the research does not offer any insight regarding the country, nor compare online and offline buying behavior. Practical implications – eventually, game experience needlessly impacts the purchasing process in a gamified setting. Game design, personality, characteristics, cultural background and other attributes of the participants are an important caveat. Originality/Value – the research reveals stimulating results for scholars in the field of gamification, game elements, consumer behavior, and online purchasing

Electronics may experience high strain rates when subjected to high g-loads of shock and vibration. Material and damage behavior of electronic materials at high strain rates typical of shock and vibration is scarce. Previously studies have shown that second-level interconnects have a high propensity for failure under shock and vibration loads in fine pitch electronics. Exposure to shock and vibration is common in a variety of consumer environments such as automotive and portable electronics. The low strain-rate properties of commonly used SnAgCu solders, including Sn1Ag0.5Cu and Sn3Ag0.5Cu, have been found to evolve with time after prolonged exposure to high temperatures. High strain rate properties of leadfree solder alloys in the strain-rate range of 1–100 sec−1 are scarce. Previous attempts at characterizing the high strain rates properties have focused on the use of the Split Hopkinson Pressure Bar (SHPB), which enables measurements of strain rates in the neighborhood of 1000 per sec. In this paper, a new test-technique developed by the authors has been presented for measurement of material constitutive behavior. The instrument enables attaining strain rates in the neighborhood of 1 to 100 per sec. Tests are conducted at strain rates 10, 35 and 50 per sec. High speed cameras operating at 75,000 fps have been used in conjunction with digital image correlation for the measurement of full-field strain during the test. Constancy of cross-head velocity has been demonstrated during the test from the unloaded state to the specimen failure. Solder alloy constitutive behavior has been measured for SAC105, SAC305 solders. Non-linear Ramberg-Osgood model has been used to fit the material data. The Ramberg-Osgood model available in Abaqus has been used for tensile test simulation and to correlate with DIC based experimental strain data.

Abstract FCBGAs are finding applications in automotive underhood environments where they may be subjected to sustained temperatures of 125–200°C for sustained periods during operation. While, FCGBAs have been previously used in consumer applications where operating temperatures typically range in 55–85°C, relatively little is known on methods to design damage-tolerant packages in automotive underhood environments. There is insufficient information on plastic encapsulated electronic components capable of surviving high temperatures for long periods (> 100,000 hours). In this paper, four different types of underfills has been cured and aged. Mechanical tests have been performed on all the four types of underfills too understand the degradation in properties under extended high temperature operation. Uniaxial tensile tests are conducted to study the elastic modulus, ultimate tensile strength and percentage elongation of the underfills. After uniaxial tensile tests, Optical Microscope, SEM and EDS are applied to study the microstructure behaviors of the cross-section area of the underfills. The experimental results are compared before and after aging tests, including pristine, 30 days, 60 days, 90days, 120 days and 240 days. The research focuses on microstructure-property-processing-performance relationships, building the relation between the microstructure evolution and macro-mechanical properties. Reliability physics of high temperature degradation of packaging material is studied.

Attention to safety and health are of ever-increasing priority to industrial organizations. Good Safety is demanded by stockholders, employees, and the community while increasing injury costs provide additional motivation for safety and health excellence. Safety has always been a strong corporate value of DuPont and a vital part of its culture. As a result, DuPont has become a benchmark in safety and health performance. Since 1990, DuPont has re-engineered itself to meet global competition and address future vision. In the new re-engineered organizational structures, DuPont has also had to re-engineer its safety management systems. A special Discovery Team was chartered by DuPont senior management to determine the “best practices’ for safety and health being used in DuPont best-performing sites. A summary of the findings is presented, and five of the practices are discussed. Excellence in safety and health management is more important today than ever. Public awareness, federal and state regulations, and enlightened management have resulted in a widespread conviction that all employees have the right to work in an environment that will not adversely affect their safety and health. In DuPont, we believe that excellence in safety and health is necessary to achieve global competitiveness, maintain employee loyalty, and be an accepted member of the communities in which we make, handle, use, and transport products. Safety can also be the “catalyst” to achieving excellence in other important business parameters. The organizational and communication skills developed by management, individuals, and teams in safety can be directly applied to other company initiatives. As we look into the 21st Century, we must also recognize that new organizational structures (flatter with empowered teams) will require new safety management techniques and systems in order to maintain continuous improvement in safety performance. Injury costs, which have risen dramatically in the past twenty years, provide another incentive for safety and health excellence. Shown in the Figure 1, injury costs have increased even after correcting for inflation. Many companies have found these costs to be an “invisible drain” on earnings and profitability. In some organizations, significant initiatives have been launched to better manage the workers’ compensation systems. We have found that the ultimate solution is to prevent injuries and incidents before they occur. A globally-respected company, DuPont is regarded as a well-managed, extremely ethical firm that is the benchmark in industrial safety performance. Like many other companies, DuPont has re-engineered itself and downsized its operations since 1985. Through these changes, we have maintained dedication to our principles and developed new techniques to manage in these organizational environments. As a diversified company, our operations involve chemical process facilities, production line operations, field activities, and sales and distribution of materials. Our customer base is almost entirely industrial and yet we still maintain a high level of consumer awareness and positive perception. The DuPont concern for safety dates back to the early 1800s and the first days of the company. In 1802 E.I. DuPont, a Frenchman, began manufacturing quality grade explosives to fill America’s growing need to build roads, clear fields, increase mining output, and protect its recently won independence. Because explosives production is such a hazardous industry, DuPont recognized and accepted the need for an effective safety effort. The building walls of the first powder mill near Wilmington, Delaware, were built three stones thick on three sides. The back remained open to the Brandywine River to direct any explosive forces away from other buildings and employees. To set the safety example, DuPont also built his home and the homes of his managers next to the powder yard. An effective safety program was a necessity. It represented the first defense against instant corporate liquidation. Safety needs more than a well-designed plant, however. In 1811, work rules were posted in the mill to guide employee work habits. Though not nearly as sophisticated as the safety standards of today, they did introduce an important basic concept — that safety must be a line management responsibility. Later, DuPont introduced an employee health program and hired a company doctor. An early step taken in 1912 was the keeping of safety statistics, approximately 60 years before the federal requirement to do so. We had a visible measure of our safety performance and were determined that we were going to improve it. When the nation entered World War I, the DuPont Company supplied 40 percent of the explosives used by the Allied Forces, more than 1.5 billion pounds. To accomplish this task, over 30,000 new employees were hired and trained to build and operate many plants. Among these facilities was the largest smokeless powder plant the world had ever seen. The new plant was producing granulated powder in a record 116 days after ground breaking. The trends on the safety performance chart reflect the problems that a large new work force can pose until the employees fully accept the company’s safety philosophy. The first arrow reflects the World War I scale-up, and the second arrow represents rapid diversification into new businesses during the 1920s. These instances of significant deterioration in safety performance reinforced DuPont’s commitment to reduce the unsafe acts that were causing 96 percent of our injuries. Only 4 percent of injuries result from unsafe conditions or equipment — the remainder result from the unsafe acts of people. This is an important concept if we are to focus our attention on reducing injuries and incidents within the work environment. World War II brought on a similar set of demands. The story was similar to World War I but the numbers were even more astonishing: one billion dollars in capital expenditures, 54 new plants, 75,000 additional employees, and 4.5 billion pounds of explosives produced — 20 percent of the volume used by the Allied Forces. Yet, the performance during the war years showed no significant deviation from the pre-war years. In 1941, the DuPont Company was 10 times safer than all industry and 9 times safer than the Chemical Industry. Management and the line organization were finally working as they should to control the real causes of injuries. Today, DuPont is about 50 times safer than US industrial safety performance averages. Comparing performance to other industries, it is interesting to note that seemingly “hazard-free” industries seem to have extraordinarily high injury rates. This is because, as DuPont has found out, performance is a function of injury prevention and safety management systems, not hazard exposure. Our success in safety results from a sound safety management philosophy. Each of the 125 DuPont facilities is responsible for its own safety program, progress, and performance. However, management at each of these facilities approaches safety from the same fundamental and sound philosophy. This philosophy can be expressed in eleven straightforward principles. The first principle is that all injuries can be prevented. That statement may seem a bit optimistic. In fact, we believe that this is a realistic goal and not just a theoretical objective. Our safety performance proves that the objective is achievable. We have plants with over 2,000 employees that have operated for over 10 years without a lost time injury. As injuries and incidents are investigated, we can always identify actions that could have prevented that incident. If we manage safety in a proactive — rather than reactive — manner, we will eliminate injuries by reducing the acts and conditions that cause them. The second principle is that management, which includes all levels through first-line supervisors, is responsible and accountable for preventing injuries. Only when senior management exerts sustained and consistent leadership in establishing safety goals, demanding accountability for safety performance and providing the necessary resources, can a safety program be effective in an industrial environment. The third principle states that, while recognizing management responsibility, it takes the combined energy of the entire organization to reach sustained, continuous improvement in safety and health performance. Creating an environment in which employees feel ownership for the safety effort and make significant contributions is an essential task for management, and one that needs deliberate and ongoing attention. The fourth principle is a corollary to the first principle that all injuries are preventable. It holds that all operating exposures that may result in injuries or illnesses can be controlled. No matter what the exposure, an effective safeguard can be provided. It is preferable, of course, to eliminate sources of danger, but when this is not reasonable or practical, supervision must specify measures such as special training, safety devices, and protective clothing. Our fifth safety principle states that safety is a condition of employment. Conscientious assumption of safety responsibility is required from all employees from their first day on the job. Each employee must be convinced that he or she has a responsibility for working safely. The sixth safety principle: Employees must be trained to work safely. We have found that an awareness for safety does not come naturally and that people have to be trained to work safely. With effective training programs to teach, motivate, and sustain safety knowledge, all injuries and illnesses can be eliminated. Our seventh principle holds that management must audit performance on the workplace to assess safety program success. Comprehensive inspections of both facilities and programs not only confirm their effectiveness in achieving the desired performance, but also detect specific problems and help to identify weaknesses in the safety effort. The Company’s eighth principle states that all deficiencies must be corrected promptly. Without prompt action, risk of injuries will increase and, even more important, the credibility of management’s safety efforts will suffer. Our ninth principle is a statement that off-the-job safety is an important part of the overall safety effort. We do not expect nor want employees to “turn safety on” as they come to work and “turn it off” when they go home. The company safety culture truly becomes of the individual employee’s way of thinking. The tenth principle recognizes that it’s good business to prevent injuries. Injuries cost money. However, hidden or indirect costs usually exceed the direct cost. Our last principle is the most important. Safety must be integrated as core business and personal value. There are two reasons for this. First, we’ve learned from almost 200 years of experience that 96 percent of safety incidents are directly caused by the action of people, not by faulty equipment or inadequate safety standards. But conversely, it is our people who provide the solutions to our safety problems. They are the one essential ingredient in the recipe for a safe workplace. Intelligent, trained, and motivated employees are any company’s greatest resource. Our success in safety depends upon the men and women in our plants following procedures, participating actively in training, and identifying and alerting each other and management to potential hazards. By demonstrating a real concern for each employee, management helps establish a mutual respect, and the foundation is laid for a solid safety program. This, of course, is also the foundation for good employee relations. An important lesson learned in DuPont is that the majority of injuries are caused by unsafe acts and at-risk behaviors rather than unsafe equipment or conditions. In fact, in several DuPont studies it was estimated that 96 percent of injuries are caused by unsafe acts. This was particularly revealing when considering safety audits — if audits were only focused on conditions, at best we could only prevent four percent of our injuries. By establishing management systems for safety auditing that focus on people, including audit training, techniques, and plans, all incidents are preventable. Of course, employee contribution and involvement in auditing leads to sustainability through stakeholdership in the system. Management safety audits help to make manage the “behavioral balance.” Every job and task performed at a site can do be done at-risk or safely. The essence of a good safety system ensures that safe behavior is the accepted norm amongst employees, and that it is the expected and respected way of doing things. Shifting employees norms contributes mightily to changing culture. The management safety audit provides a way to quantify these norms. DuPont safety performance has continued to improve since we began keeping records in 1911 until about 1990. In the 1990–1994 time frame, performance deteriorated as shown in the chart that follows: This increase in injuries caused great concern to senior DuPont management as well as employees. It occurred while the corporation was undergoing changes in organization. In order to sustain our technological, competitive, and business leadership positions, DuPont began re-engineering itself beginning in about 1990. New streamlined organizational structures and collaborative work processes eliminated many positions and levels of management and supervision. The total employment of the company was reduced about 25 percent during these four years. In our traditional hierarchical organization structures, every level of supervision and management knew exactly what they were expected to do with safety, and all had important roles. As many of these levels were eliminated, new systems needed to be identified for these new organizations. In early 1995, Edgar S. Woolard, DuPont Chairman, chartered a Corporate Discovery Team to look for processes that will put DuPont on a consistent path toward a goal of zero injuries and occupational illnesses. The cross-functional team used a mode of “discovery through learning” from as many DuPont employees and sites around the world. The Discovery Team fostered the rapid sharing and leveraging of “best practices” and innovative approaches being pursued at DuPont’s plants, field sites, laboratories, and office locations. In short, the team examined the company’s current state, described the future state, identified barriers between the two, and recommended key ways to overcome these barriers. After reporting back to executive management in April, 1995, the Discovery Team was realigned to help organizations implement their recommendations. The Discovery Team reconfirmed key values in DuPont — in short, that all injuries, incidents, and occupational illnesses are preventable and that safety is a source of competitive advantage. As such, the steps taken to improve safety performance also improve overall competitiveness. Senior management made this belief clear: “We will strengthen our business by making safety excellence an integral part of all business activities.” One of the key findings of the Discovery Team was the identification of the best practices used within the company, which are listed below: ▪ Felt Leadership – Management Commitment ▪ Business Integration ▪ Responsibility and Accountability ▪ Individual/Team Involvement and Influence ▪ Contractor Safety ▪ Metrics and Measurements ▪ Communications ▪ Rewards and Recognition ▪ Caring Interdependent Culture; Team-Based Work Process and Systems ▪ Performance Standards and Operating Discipline ▪ Training/Capability ▪ Technology ▪ Safety and Health Resources ▪ Management and Team Audits ▪ Deviation Investigation ▪ Risk Management and Emergency Response ▪ Process Safety ▪ Off-the-Job Safety and Health Education Attention to each of these best practices is essential to achieve sustained improvements in safety and health. The Discovery Implementation in conjunction with DuPont Safety and Environmental Management Services has developed a Safety Self-Assessment around these systems. In this presentation, we will discuss a few of these practices and learn what they mean. Paper published with permission.