Дисертації з теми "Behavioural intentions"
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Al, Zaidi Mazin M. "Cyber security behavioural intentions for trade secret protection." Thesis, University of Warwick, 2017. http://wrap.warwick.ac.uk/108526/.
Анотація:
Trade secrets have become an important aspect of competitive advantage for new and established businesses in the new digital economy. This is particularly true in corporate venturing, where most corporates rely on new entrepreneurial ventures with creative ideas to drive innovation and fuel growth. In this manner, these corporates run corporate venturing units such as corporate accelerators to support entrepreneurs creating new ventures. During the accelerated pace of venturing, trade secrets become the core intangible asset that requires protection for any new venture. Yet, people remain the weakest link in the cyber security chain and that requires more understanding to enhance cyber security protection. A new approach was suggested in this study to explore the protection of trade secrets through the confidentiality of information, the ownership of intellectual property and the secrecy of commercial secrets. This study developed a conceptual model to explore cyber security behaviour for trade secret protection within corporate accelerators. Well-established theories were adopted to develop the research conceptual model for trade secret protection, integrating the protection motivation theory (PMT), social bond theory (SBT) and the concept of psychological ownership. This study began with a comprehensive up-to-date systematic literature review in the field of cyber security behavioural intentions over the past decade. The top 10 journals in the field of cyber security behaviour were reviewed and 46 publications that used 35 behaviour theories were identified. A concept matrix based on a concept-centric approach was applied to present the behavioural theories used in the relevant literature. By analysing the relevant literature results, the key cyber security behaviour elements were identified and illustrated via a concept map and matrix. Based on the output of the literature review analysis, valuable findings and insights were presented. This study investigates entrepreneurs’ cyber security behavioural intentions to protect trade secrets in agile dynamic corporate environments. The research design adopted a hypothetico-deductive approach using a quantitative survey for empirical data collection. To evaluate the conceptual model, a partial least squares method of structural equation modelling (PLS-SEM) analysis was used. This involved validity and reliability assessments, in addition to hypotheses testing. The research results found statistically significant relationships for severity, vulnerability, response efficacy, response cost, involvement and personal norms in relation to cyber security behavioural intentions to protect trade secrets.
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Nunes, Luís Saboga. "Web-assisted tobacco intervention in Portuguese: intentions to make behavioural changes and behavioural changes." Doctoral thesis, Universidade Nova de Lisboa. Escola Nacional de Saúde Pública, 2011. http://hdl.handle.net/10362/9898.
Анотація:
ABSTRACT - The problem of how to support “intentions to make behavioural changes” (IBC) and “behaviour changes” (BC) in smoking cessation when there is a scarcity of resources is a pressing issue in public health terms. The present research focuses on the use of information and communications technologies and their role in smoking cessation. It is developed in Portugal after the ratification of WHO Framework Convention on Tobacco Control (on 8 November 2005). The prevalence of smokers over fifteen years of age within the population stood at 20.9% (30.9% for men and 11.8% for women). While the strategy of helping people to quit smoking has been emphasised at National Health Service (NHS) level, the uptake of cessation assistance has exceeded the capacity of the service. This induced the search of new theoretical and practical venues to offer alternative options to people willing to stop smoking. Among these, the National Health Plan (NHP) of Portugal (2004-2010), identifies the use of information technologies in smoking cessation. eHealth and the importance of health literacy as a means of empowering people to make behavioural changes is recurrently considered an option worth investigating. The overall objective of this research is to understand, in the Portuguese context, the use of the Internet to help people to stop smoking. Research questions consider factors that may contribute to “intentions to make behavioural changes” (IBC) and “behavioural changes” (BC) while using a Web-Assisted Tobacco Intervention Probe (WATIP). Also consideration is given to the trade-off on the use of the Web as a tool for smoking cessation: can it reach a vast number of people for a small cost (efficiency) demonstrating to work in the domain of smoking cessation (efficacy)”?
In addition to the introduction, there is a second chapter in which the use of tobacco is discussed as a public health menace. The health gains achieved by stopping smoking and the means of quitting are also examined, as is the use of the Internet in smoking cessation. Then, several research issues are introduced. These include background theory and the theoretical framework for the Sense of Coherence. The research model is also discussed. A presentation of the methods, materials and of the Web-Assisted Tobacco Intervention Probe (WATIP) follows.
In chapter four the results of the use of the Web-Assisted Tobacco Intervention Probe (WATIP) are presented. This study is divided into two sections. The first describes results related to quality control in relation to the Web-Assisted Tobacco Intervention Probe (WATIP) and gives an overview of its users. Of these, 3,150 answered initial eligibility questions. In the end, 1,463 met all eligibility requirements, completed intake, decided on a day to quit smoking (Dday) and declared their “intentions to make behavioural changes” (IBC) while a second targeted group of 650 did not decide on a Dday. With two quit attempts made before joining the platform, most of the participants had experienced past failures while wanting to stop. The smoking rate averaged 21 cigarettes per day. With a mean age of 35, of the participants 55% were males. Among several other considerations, gender and the Sense of Coherence (SOC) influenced the success of participants in their IBC and endeavour to set quit dates. The results of comparing males and females showed that, for current smokers, establishing a Dday was related to gender differences, not favouring males (OR=0.76, p<0.005). Belonging to higher Socio-economic strata (SES) was associated with the intention to consider IBC (when compared to lower SES condition) (OR=1.57, p<0.001) and higher number of school years (OR=0.70, p<0.005) favoured the decision to smoking cessation. Those who demonstrated higher confidence in their likelihood of success in stopping in the shortest time had a higher rate of setting a Dday (OR=0.51, p<0.001). There were differences between groups in IBC reflecting the high and low levels of the SOC score (OR=1.43, p=0.006), as those who considered setting a Dday had higher levels of SOC. After adjusting for all variables, stages of readiness to change and SOC were kept in the model. This is the first Arm of this research where the focus is a discussion of the system’s implications for the participants’ “intentions to make behavioural changes” (IBC).
Moreover, a second section of this study (second Arm) offers input collected from 77 in-depth interviews with the Web-Assisted Tobacco Intervention Probe (WATIP) users. Here, “Behaviour Change” (BC) and the usability of the platform are explored a year after IBC was declared. A percentage of 32.9% of self-reported, 12-month quitters in continuous abstinence from smoking from Dday to the 12-month follow- up point of the use of the Web-Assisted Tobacco Intervention Probe (WATIP) has been assessed. Comparing the Sense of Coherence (SOC) scores of participants by their respective means, according to the two groups, there was a significant difference in these scores of non smokers (BC) (M=144,66, SD=22,52) and Sense of Coherence (SOC) of smokers (noBC) (M=131,51, SD=21,43) p=0.014. This WATIP strategy and its contents benefit from the strengthening of the smoker’s sense of coherence (SOC), so that the person’s progress towards a life without tobacco may be experienced as comprehensible, manageable and meaningful. In this sample the sense of coherence (SOC) effect is moderate although it is associated with the day to quit smoking (Dday).
Some of the limitations of this research have to do with self-selection bias, sample size (power) and self-reporting (no biochemical validation). The enrolment of participants was therefore not representative of the smoking population. It is not possible to verify the Web-Assisted Tobacco Intervention Probe (WATIP) evaluation of external validity; consequently, the results obtained cannot be applied generalized. No participation bias is provided. Another limitation of this study is the associated limitations of interviews. Interviewees’ perception that fabricating answers could benefit them more than telling the simple truth in response to questions is a risk that is not evaluated (with no external validation like measuring participants’ carbon monoxide levels). What emerges in this analysis is the relevance of the process that leads to the establishment of the quit day (Dday) to stop using tobacco. In addition, technological issues, when tailoring is the focus, are key elements for scrutiny. The high number of dropouts of users of the web platform mandates future research that should concentrate on the matters of the user-centred design of portals. The focus on gains in health through patient-centred care needs more research, so that technology usability be considered within the context of best practices in smoking cessation.
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Ren, Min. "Behavioural intentions in the motel industry : an empirical analysis." Diss., Lincoln University, 2008. http://hdl.handle.net/10182/1097.
Анотація:
The New Zealand hospitality sector has become increasingly competitive in the past decade. The increase in competition has prompted motel management to focus on generating favourable customers’ perceptions of their service as favourable perceptions encourage repeat purchase. Strategically, retaining existing customers and attracting new customers will be critical if motels are going to remain profitable in New Zealand’s competitive accommodation market. There is a conceptual gap in the marketing literature as there has been very limited published research on service quality, value, customer satisfaction or behavioural intentions on the motel industry. This study seeks to fill this conceptual gap in the motel industry by identifying the dimensions of service quality, and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioural intentions. The findings of this study are based on the analysis of a sample of 349 respondents who stayed at a full service New Zealand motel on Riccarton Road in Christchurch. Of the 600 questionnaires distributed, a total of 349 useable responses were returned resulting in a 58.2% useable response rate. Support was found for use of the primary dimensions: Interaction Quality, Physical Environment Quality, and Outcome Quality as broad dimensions of service quality in a hierarchical factor structure for motels. Ten sub-dimensions of service quality, as perceived by motel customers, were determined using focus group interviews and exploratory factor analysis. These ten sub-dimensions were: (1) Staff Professionalism, (2) Accuracy of Reservation, (3) Tangibles, (4) Cleanliness and Comfort, (5) Noise Level, (5) Parking, (7) Security, (8) Accuracy of Billing, (9) Location, and (10) Pleasant Stay. Support for the hypothesised paths between Service Quality, Value (price), Satisfaction, and Favourable Behavioural Intentions was confirmed. The results of the regression analysis make a contribution to the service marketing theory by providing an empirically based insight into the Service Quality construct in the motel industry. The study also provides a framework for understanding the effects of the three primary dimensions on Service Quality and how Service Quality affects Value (price), Satisfaction, and Favourable Behavioural Intentions. Value (price) was also empirically supported as an important predictor variable that has a moderating effect on the relationship between service quality and customer satisfaction.
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Dearing, Gemma. "Young children's pro-social behavioural intentions towards obese peers." Thesis, University of Leeds, 2018. http://etheses.whiterose.ac.uk/22328/.
Анотація:
Stigma against obesity has been demonstrated in children as young as 3 years old. Previous research has emphasised the negative attitudes displayed by young children towards peers with obesity however, far less consideration has been given to positive social interactions, such as pro-social behaviour. The aim of this study was to further explore young children’s attitudes towards peers with obesity across a range of pro-social behaviours. Young children (aged 4-6 years old, n=72) were asked to select characters with either healthy weight or obesity in a story involving different pro-social scenarios (helping, sharing & comforting) and asked to give a reason for their character selection. The frequency of character selections were analysed as well as using thematic analysis to identify the themes in children’s reasoning. Comments were also coded for valence and linked to children’s character selection. In line with expectations, children were less likely to choose a character with obesity as a playmate. Girls were less likely to help and comfort a character with obesity and boys less likely to share. Overall there was little evidence of negativity towards the characters with obesity within children’s reasoning, although two children were consistently negative. These findings indicate that young children may have unconscious bias against obesity or that they are not attuned to obesity any more than other physical differences. This study suggests that for the majority of young children, stigma against obesity is not as pervasive as has been portrayed in earlier research. Young children may not require interventions to reduce obesity stigma, however, promoting pro-social behaviour generally may help with peer acceptance and prevent stigma against obesity from developing.
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Janowski, Ingo M. "Cross-Cultural Consumer Perceptions and Behavioural Intentions towards Adventure Tourism." Thesis, Griffith University, 2022. http://hdl.handle.net/10072/418256.
Анотація:
Adventure tourism is considered a cornerstone of the tourism industry by the World Tourism Organisation and has experienced rapid growth prior to the COVID-19 pandemic. This growth was facilitated by ever more diversified consumer demand for adventure tourism, with a fusion of traditional Western markets and emerging Eastern markets that increasingly seek active outdoor experiences. Due to their nature-based location, adventure tourism experiences are expected to also be in high demand as part of the recovery of international travel from the pandemic. Yet, research that examines consumers’ adventure tourism perceptions, intentions, and influencing factors on their decision-making across cultures remains scarce. This study addresses these gaps, focusing on youth consumers due to their high importance for the global tourism industry and their ability to shape the behaviour of future generations of travellers. The Chinese youth market, which is compared to the Australian and German youth markets, is this study’s primary focus.
Specifically, this study investigates four antecedents to youth consumers’ intention to participate in adventure tourism across cultures. These antecedents encompass (1) the youth consumers’ perceptions of adventure tourism, comprised of associated dimensions and attitudes towards those dimensions, (2) factors that drive intention, (3) potential barriers to intention, and (4) cultural traits that moderate these perceptions, drivers, and barriers. First, this study reviews the literature systematically to conceptualise adventure tourism. The derived framework highlights 22 dimensions of adventure tourism, differentiated into consumer-based, product-based, and hybrid pillars. Given the intent of this study to investigate influences on behavioural intention, this study then employs the Theory of Planned Behaviour (TPB) as a theoretical basis to guide empirical data iii collection. The TPB is a well-established theory on consumer behaviour and tourism literature. Study 1 consists of focus group discussions (N=24) and Study II of individual online interviews (N=67). Combinedly, they investigate the sample cultures of mainland China (n=34), Australia (n=37), and Germany (n=20). A pre-interview survey and a photo-elicitation activity - that incorporates six diverse adventure tourism activities - further support data collection and assist in identifying youth consumers’ adventure tourism perceptions, drivers and barriers to intention, and respective underlying cultural moderating factors.
Findings show that youth consumers across all cultures perceive adventure tourism as physically and/or mentally challenging tourism activities in nature that provide a sense of novelty, excitement, enjoyment, and, occasionally, risk. Youth consumer attitudes towards these various elements are predominantly positive across all cultures. Immersion and interaction with the natural environment and novelty of the adventure activity and its setting are highly sought after. Cultural discrepancies are most evident in the risk dimension. Chinese youth consumers are highly risk-avoidant and value safety, while the risk tolerance of Australians and Germans is higher. Chinese are also more concerned about self-efficacy and overly physical challenge than Australians and Germans.
Previous travel and outdoor activity experience, the influence of friends, and the COVID-19 pandemic drive adventure tourism intention across cultures. Chinese decision-making is also highly influenced and driven by various online channels, both pre and post-adventure. Their inspiration and intention habitually derives from online content consumption and is further solidified through in-depth online research of their adventure activity of interest. Post experience, Chinese seek self-promotion through the online sharing of their adventure experience. Spontaneous opportunity for adventure in the iv destination drives Australian and German intention, yet, is not driving Chinese intention due to different decision-making processes which are explained in the study.
Group sizes of more than six, the high cost of some activities, and a lack of time impede youth consumers’ adventure tourism intentions across cultures. Moreover, limited trustworthiness towards the adventure operator in the destination - based on first impressions of the shop, equipment, and staff - poses a barrier for the Australian and German markets. Contrariwise, a lack of opportunity to conduct adventure tourism is a barrier for Chinese consumers. National and family cultures moderate youth consumers’ adventure tourism perceptions, drivers, barriers, and thus their intentions. Overall, Australian culture is adventure-inclined, German culture adventure-receptive, and Chinese culture adventure-reluctant. Despite this, Chinese youth consumers are highly interested in adventure tourism and surprisingly independent in their decision-making. The study, therefore, proposes differentiated and direct targeted marketing to Chinese youth consumers that implements the various learnings that emerge from this research.
The findings of this study significantly contribute to the body of knowledge of adventure tourism, youth consumer behaviour and, specifically, the influence of culture on intention to participate in adventure tourism. This research has developed a comprehensive academic conceptualisation of adventure tourism and makes a further theoretical contribution through identifying six determinants of tourist behaviour, building upon the TPB. These determinants include the tourist’s perception of the tourism activity, cognitive/affective drivers and barriers, third party perceptions, the ability to perform the tourism activity, previous experience, and spontaneous decision-making. Practically, this research informs tourism providers seeking to attract youth consumers of different cultural backgrounds, particularly in an adventure tourism context. Findings advocate for v a marketing and product design approach that considers consumers’ culturally diverse values, attitudes, and behaviours.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Dept Tourism, Sport & Hot Mgmt
Griffith Business School
Full Text
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Engler, Yola Celine Gertrud. "Essays on intentions and social preferences." Thesis, Queensland University of Technology, 2016. https://eprints.qut.edu.au/96481/1/Yola%20Celine%20Gertrud_Engler_Thesis.pdf.
Анотація:
This thesis presents three essays on social preferences and the influence of the intentions of another party. All studies investigate reciprocity and its relevance but do so in different strategical settings. In doing so, crucial factors for enhancing social relationships are determined and examined.
The first study examines the role of reciprocity during a bargaining process. It turns out that adopting too tough a bargaining stance can lead to worse outcomes. The second essay investigates complex 'revealed intentions' and finds that intention-based benevolence is more than just repaying another person’s generosity. Individuals also react to the other’s willingness to be vulnerable. The third essay emphasizes the role of beliefs on an agent’s evaluation of another’s intention. Our results indicate that individual differences in reactions to the other agent’s payoff expectations may not be driving the often found 'no-effect' of expectations on social behaviour.
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Choi, Ki Jung. "Understanding Post-adoption Behavioural Intentions of Mobile Travel App Users." Thesis, Griffith University, 2018. http://hdl.handle.net/10072/382739.
Анотація:
The growth in smartphones and mobile connectivity has seen a corresponding increase
in mobile applications (apps). One area of growth has been travel apps, which enable
people to plan travel, make bookings, or access information. The tourism industry has
invested considerable resources and funds into travel apps that aim to improve the
traveller experience. However, for their investments to be profitable, the industry must
ensure that after the initial adoption, travel apps are continuously used as intended and
are recommended by travellers to others. Thus, building on the expectationconfirmation
model developed for information systems (Bhattacherjee, 2001b), this
study developed and tested a conceptual framework to strengthen the understanding of
travel app use by examining travellers’ post-adoption behavioural intentions.
This study used a sequential mixed methods approach consisting of two stages:
qualitative and quantitative. The first stage of the study employed in-depth interviews
with 22 travel app users who had downloaded and used travel apps on their portable
devices (i.e., smartphones or tablets) for a particular travel-related purpose in the last 12
months. The qualitative phase was used to propose an extended Bhattacherjee’s (2001b)
model by identifying additional influential factors of functional value, hedonic value,
satisfaction, and trust as predictors of travel app users’ continued use and
recommendation intentions. It also identified several moderators including travel app
types, familiarity, and technology proficiency.
The second stage involved conducting an online survey. Data were collected from 509
travel app users to test the proposed model, using structural equation modelling and
multigroup analyses. The results of the structural model indicated that continued use
and recommendation intentions were directly influenced by perceived usefulness, ease
of use, incentives, enjoyment, satisfaction, and trust, with perceived usefulness exerting
the greatest influence on both continued use and recommendation intentions. More
specifically, travel app users’ continued use and recommendation intentions were
mediated by overall satisfaction and trust with the travel app performance based on their
expectations. In addition, the results revealed that travel app users’ satisfaction was
driven by perceived ease of use (functional value) and enjoyment (hedonic value), and
building trust was notably connected to perceived usefulness.
The results also indicated that the partial moderating effects of travel app types, users’
levels of familiarity, and technology proficiency on the proposed set of relationships in
travel app post-adoption formation. Travellers who used apps mainly for searching
travel-related information decided their future behaviour with respect to travel apps on
the basis of trust and the enjoyment they gained from the app use; however, those who
used apps for booking accommodation and airlines cared most about the usefulness of
the travel apps. For the low-familiarity travel app users, the results revealed that their
post-adoption behavioural intentions tended to be decided more by functional and
financial benefits than the high-familiarity travel app users. In addition, the results
indicated that the low-technology proficient users were more strongly affected by the
accuracy and consistency of the travel app than high-technology users were on
continued use intention.
This study advances the literature by offering insights from travel app users’
experiences. A qualitative approach was used to investigate the factors that affected the
users’ post-adoption behavioural intentions and further delineated the relationships
between those factors and travellers’ continued use and recommendation intentions. The
study also extends the literature on post-adoption behaviour and the expectationconfirmation
model by considering functional value, hedonic value, and trust based on
the expectations–travel app performance congruence with mobile app use experiences in
the tourism industry. In addition, the fundamental contribution of this study is to
provide theoretical justification, as well as empirical evidence, in support of the linkages
between the key factors, satisfaction, and trust in the process of post-adoption
behavioural intention development for travel apps.
The findings also provide insights for travel companies, accommodation providers, and
marketers relating to the importance of financial benefits and monetary value from
travel app use, such as mobile deals, last-minute deals, and discounted rates for travel
activities. The findings indicate travel companies, accommodation providers, app
developers, and marketers need to spend more time promoting mobile and last-minute
deals and on developing suitable pricing strategies tailored specifically for app users.
Furthermore, this study offers insights into how travel companies and marketers can
differentiate the ways they treat their customers based on travel app types, the level of
familiarity with travel apps, and technology proficiency. Another significant benefit of
this study for travel app developers and service providers is the ability to understand travellers’ congruence between expectations and travel app performances. This can
enhance the reliability of information and functions provided in apps to decrease
traveller uncertainty regarding their choices and future behaviour.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Dept Tourism, Sport & Hot Mgmt
Griffith Business School
Full Text
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Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.
Анотація:
The issue of behavioural intentions has attracted the attention of hotel marketers and academics because favourable behavioural intentions help hotels to retain customers. The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of behavioural intentions, there is limited research on this construct in the hotel industry. The aim of this research was to gain an empirical understanding of behavioural intentions in the Taiwan hotel sector. A multi-level model was used as a framework for the analysis. The dimensions of service quality as perceived by hotel customers were identified through the literature review and focus group discussions. Hypotheses were formulated and tested to examine the interrelationships between behavioural intentions, service quality, customer satisfaction, perceived value and image, and to determine if perceived value plays a moderating role between service quality and customer satisfaction. Finally, customer perceptions of these constructs were compared based on demographic factors such as age, gender and income. The findings of this study were based on the analysis of a sample of 580 customers who had stayed at a five-star hotel in Kaohsiung City of Taiwan. Support was found for the use of a multi-level model and the primary dimensions: Interaction Quality, Physical Environment Quality and Outcome Quality, as broad dimensions of service quality. The 12 sub-dimensions of service quality, as perceived by hotel customers, were identified. These were: Employees’ Conduct, Employees’ Expertise, Employees’ Problem-Solving, Customer-to-Customer Interaction, Décor & Ambience, Room Quality, Availability of Facility, Design, Location, Valence, Waiting Time and Sociability. The results indicated that each of the primary dimensions varied in terms of their importance to overall perceived service quality, as did the sub-dimensions of the primary dimensions. In addition, the statistical results supported a relationship between perceived value and service quality, image and service quality, customer satisfaction, perceived value, image and service quality, and behavioural intentions, image and customer satisfaction. The results also revealed that customer perceptions of the constructs were primarily affected by their purpose of travel and occupation. The results contribute to the services marketing theory by providing an empirically based insight into the service quality, perceived value, image, customer satisfaction and behavioural intentions constructs in the Taiwan hotel industry. This research also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effect of service quality on constructs, such as, perceived value, image, customer satisfaction and behavioural intentions. This study will assist the management of the hotel industry to develop and implement a market-oriented service strategy in order to achieve a high quality of service, upgrade customers’ levels of satisfaction, and create favourable future behavioural intentions.
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Husnu, Senel. "Imagining intergroup contact : cognitive and affective routes to enhanced behavioural intentions." Thesis, University of Kent, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.509638.
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Fong, Sharon Mei Chan. "Examining re-patronising intentions formation : the intention-as-wants model." University of Western Australia. Graduate School of Management, 2008. http://theses.library.uwa.edu.au/adt-WU2008.0020.
Анотація:
Competition in the mobile services industry is intense, with players in the industry offering generally similar subscription plans. Opportunities are few for differentiating one service provider from another. In the light of prior research suggesting value is multi-dimensional, the present study, which examines how these dimensions impact customer satisfaction and repurchase intentions, provides differentiation opportunities for mobile service providers through focusing on value dimensions that are important to customers. Of six perceived value dimensions examined in the present research, value for money, reputation and social value dimensions had significant effects on customer satisfaction and repurchase intentions. One way for companies in the highly commoditized mobile service industry to minimize customer defection is to enhance their relationships with customers. However, as relationship building comes with a cost, it is of interest for companies to know whether certain customer groups will reciprocate more than others with loyalty if they are satisfied. The results from the present study show customer relationship inclination, the customer attribute examined, did not moderate the relationship between customer satisfaction and repurchase intention. Finally, recent studies have differentiated measures of repurchase intentions on the basis of volition levels and have suggested that better model fit can be achieved when higher volition measures are used. Intentions-as-expectations represents the lower volition end and intentions-as-wants represents the higher volition end of intention measure. However, the present study did not find any significant differences in model fit with the different intention measures used.
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Cao, Jing. "A structural equation model of customers' behavioural intentions in the Chinese restaurant sector." Thesis, University of Newcastle Upon Tyne, 2012. http://hdl.handle.net/10443/1504.
Анотація:
The aim of this study is to develop a structural equation model (SEM) of customers’ behavioural intentions towards restaurant patronage in China. The study is set in the economic context of the Chinese open door policy of 1978 and the emergence of a service sector and middle class consumers with higher disposable incomes. The conceptual SEM is developed from the existing literature on customer loyalty, which includes constructs of perceived quality, sacrifice, perceived risk, perceived value, the Chinese cultural value of face, satisfaction, reputation, trust and behavioural intentions. A set of hypotheses concerning direct and indirect links between constructs is derived from the literature. The research methodology employs a self completion survey of customers of targeted restaurants that generated 489 valid responses. The questionnaire was designed with three thematic sections concerning restaurant visit behaviour, measures for each of the constructs, and respondents’ characteristics. Measurement scales for the constructs satisfied the minimum requirements of Cronbach’s alpha coefficient. The measurement models of the SEM constructs were evaluated using confirmatory factor analysis (CFA). They were accepted on the basis of measures of fit, the statistical significance and the signs of the coefficients. Preliminary analysis led to the modification of the conceptual SEM. The modified SEM was accepted on the basis of measures of fit, statistical significance and signs of coefficients, composite reliability, variance extracted and squared multiple correlation coefficients. Tests of hypotheses and tests for mediation provided for the analysis and decomposition of total effects on dependent constructs. The study establishes the relevance of traditional loyalty constructs, such as perceived quality, sacrifice, perceived risk, perceived value, satisfaction and reputation, and confirms the relevance of the Chinese cultural value of face. Total effect analysis reveals the importance of satisfaction, perceived value and perceived quality on customers’ behavioural intentions with associated benefits to commercial marketers in the hospitality sector.
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Surovaya, Ekaterina. "Exposure effects of consumer-generated advertising on audience attitudes, recall and behavioural intentions." Thesis, University of Canterbury. School of Management, Marketing and Entrepreneurship, 2015. http://hdl.handle.net/10092/10868.
Анотація:
Over the past decade, the networked information environment has increased consumers’ autonomy and brought radical change to the advertising industry. Now individual consumers can reach millions of others around the world and advise them on well-known brands through home-produced video-ads, which was not as accessible in a previous era dominated by one-way marketing. The overall objective of this thesis was to examine the attitudinal, behavioural and recall effects of consumer-generated advertising (CGA) on viewing audiences. This was achieved by implementing an exploratory sequential mixed method design. During an initial qualitative phase with focus groups, seven determinants of CGA effectiveness were identified: recognition of consumer-generated advertising; advertising quality; product involvement; perceived expertise of ad creators; motivations of ad creators; scepticism towards CGA; and consumer’s creativity. The Salience-Involvement model of CGA effects was then developed and tested in two subsequent empirical studies. Study One used a 2 x 2, between-subjects experimental design in which levels of advertising Source Salience (consumer-generated vs. company-generated) and Product Involvement (low vs. high involvement) were manipulated. Results reveal a largely negative impact of salient CGA when the consumer source was not disclosed. However, under high involvement conditions, amateur CGA was more entertaining and more likely to be electronically shared with others. Meanwhile, under low involvement, brands from consumer-generated ads showed higher levels of recall. Study Two investigated how the outcomes of professional and amateur CGA change after source disclosure using a 3 x 2 x 2, between-subjects design. In this experiment, levels of Source Awareness (consumer-generated ads vs. company ads vs. no source indicated) were manipulated in addition to Source Salience and Product Involvement. Findings show that Source Awareness produces an interactive effect with Source Salience and Product Involvement, which is significant only on the Cognitive component of Attitude towards the ad and the Attractiveness component of Credibility. Thus, disclosure of consumer source is likely to enhance ad evaluations when the CGA is professionally produced and involvement is low. Meanwhile, attribution of amateur CGA to consumer source is likely to have a negative impact. Conversely, attribution of an amateur ad to company source has a favourable attitudinal effect under high involvement. In summary, this research demonstrates that in the context of CGA, the communicator-receiver similarity does not necessarily guarantee a positive response. Most importantly, the CGA’s outcome is moderated by Source Salience. Since Source Salience specifically characterises the consumer source in this context, it could potentially add another dimension to the traditional conceptualisation of the information source.
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Spies, Sumari. "An empirical investigation of secondary school students' behavioural intentions to use digital textbooks." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64818.
Анотація:
The education sector has seen many technological changes over the last decade, all with the aim of improving learning efficiency and academic performance. These technological advancements are possible, with students now being capable of and familiar with using digital devices to share files and create content. One such advancement has been the use of digital textbooks, with a prediction that they will be used more than printed textbooks in the future. Whilst the use of digital textbooks offers many advantages, whether or not students will have positive behavioural intentions towards using books in this format, is a critical question that is consistently raised. This study aims to determine which factors may influence the behavioural intentions of secondary school students towards using digital textbooks. This will allow for developers of digital textbooks and schools to be aware of such factors and to design platforms and systems that will allow students to reap the benefits of using this technology.
A quantitative explanatory study was conducted using the technology acceptance model (TAM) as the theoretical underpinning to the study. The original TAM constructs, perceived usefulness and perceived ease of use, were tested, as were the added external variables to TAM, self-efficacy, perceived enjoyment and perceived convenience. A Likert-scale survey was designed and distributed to a single private school whose students all used digital textbooks mandatorily. A total of 369 surveys were collected from students across Grades 8 to 12. The dataset was analysed and a structural equation modelling was used, to test the proposed conceptual model that was derived from literature.
Through testing the various TAM constructs and extensions to TAM, all hypotheses were found to be statistically significant towards positive behavioural intentions. The result of this study, provides schools and developers, practical solutions to ensure students show positive behaviour towards the use of selected digital textbooks. The easier digital textbooks are to access, the more useful students will perceive them to be. If digital textbooks are convenient and enjoyable to use, and if students believe in their own abilities to master the skill to use them, they will be more willing to embrace and fully utilise such technology.Mini Dissertation (MBA)--University of Pretoria, 2017.
lt2018
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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Aichelburg, Clarisse. "Properties of intentions and their effects on prospective memory : behavioural and fNIRS studies." Thesis, University College London (University of London), 2018. http://discovery.ucl.ac.uk/10050036/.
Анотація:
Intentions are things we want to do in the future (e.g. post a letter). The ability that allows us to form, maintain and execute delayed intentions is referred to as prospective memory. The first aim of my research was to explore whether the lateral increase and medial decrease in prefrontal cortex activity associated with prospective memory, as demonstrated in previous neuroimaging studies, can be replicated using functional-near infrared spectroscopy (fNIRS). Study 1 only found neural difference between intentions related to objects (non-social cues) and intentions related to faces (social cues). Study 2 also failed to replicate the lateral-medial dissociation, and was thus adapted in Study 3 to include additional within-subject factor of posture (laying down versus sitting), to account for potential differences between fMRI and fNIRS findings. The findings from Study 3 provided the first demonstration of increased lateral and decreased medial prefrontal cortex activation pattern using fNIRS. The second aim was to explore the effects of value of intentions: our motivation to fulfill delayed intentions is presumably related to the value attached to those intentions. In Experiment 1 prospective memory performance was modulated as a function of monetary value attached to two concurrent intentions. Participants performed better for high-value intentions, when compared to low- value intentions. Experiment 2 examined two other properties of value: monetary (Gain/Loss) and social framing (Self/Other). Participants either received a reward for fulfilling intentions (Gain), or incurred deductions when they failed to execute intentions (Loss). Also, participants either earned rewards for themselves (Self), or for their partner (Other). In the GainSelf and GainOther conditions, performance was better for high- versus low-value intentions, while in the LossSelf and LossOther conditions there was no difference. In sum, this dissertation showed the feasibility of using fNIRS in prospective memory research, and explored how value underlies our intentions.
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Jonker, Chanel. "Millennial consumers’ complaint behavioural intentions following service failure in the online clothing retail context." Diss., University of Pretoria, 2021. http://hdl.handle.net/2263/78558.
Анотація:
Researchers in consumer complaint behaviour agree that consumers’ complaint intentions are influenced by online service failures. These online service failures include delivery problems, payment security problems, web-page navigational problems, product information problems, and customer service problems. Online service failures cause customer dissatisfaction that could trigger consumer complaint behaviour. Most consumer complaint behaviour researchers concur that the purchasing environment primarily influences consumers’ complaint behavioural intentions. Relevant literature on Millennial consumers and theory on service failures and consumer complaint behaviour was integrated to provide this study's theoretical grounding.
This study aimed to determine the Millennial consumers' complaint behavioural intentions following a service failure in the online clothing retail context. This study also determined differences in Emerging, Young and Older Millennials complaint behavioural intentions. A survey research design was implemented, using a structured, self-administered online questionnaire to measure Millennial consumers’ (n = 193) complaint behavioural intentions following a service failure in the online clothing retail context. The self-administered questionnaire made use of existing scales and self-developed questions.
Millennial consumers indicated that delivery problems would cause them the most dissatisfaction, followed by payment security problems, customer service problems, product information problems, and webpage navigational problems. The exploratory factor analysis revealed four complaint intention factors. The four factors were labelled as electronic communication, switching behaviour, complaints to the retailer, and negative word-of-mouth. Negative word-of-mouth as private complaint action was the most relatively pertinent complaint intention, followed by switching intention and complaining to the retailer. Electronic WOM was the least pertinent complaint intention.
More specifically, an ANOVA test was performed to determine the differences in emerging, young and older Millennials’ complaint behavioural intentions following a service failure in the online clothing retail context. The descriptive results indicated that the majority of the Millennial cohort would instead take action than no action. ANOVA’s were performed to determine the differences across Emerging, Young and Older Millennials’ complaint intentions following a service failure in the online clothing retail context. The ANOVA’s indicated that the three complaint intentions of electronic communication, switching, and complaining to retailers did not vary across the Millennials cohorts. This implies that the respective Millennial groups equally intended to take these individual complaint actions. Also, only word-of-mouth intention differed significantly across the Millennial groups. Older Millennials were less likely to contact family and/or friends in person or by text messaging on WhatsApp than Emerging and Young Millennials.
The study makes a valuable contribution towards the consumer complaint behaviour literature and for consideration by online retailers, multi or omni-channel retailers, and marketers of clothing products.Dissertation (MConsumer Science)--University of Pretoria, 2021.
Consumer Science
MConsumer Science (Clothing Management)
Unrestricted
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White, Christopher James, and Christopher white@rmit edu au. "Moving forward in service research: a conceptual and empirical contribution." RMIT University. Economics, Finance and Marketing, 2008. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20080604.161349.
Анотація:
The broad aim of this research program was to advance theoretical and practical knowledge of service quality, customer satisfaction and loyalty intentions. This was achieved by refining existing models or concepts, testing relationships between constructs that have not previously been examined, or applying constructs that have been well understood in a specific academic domain, in a service industry context. The current research program began in 2003 with the first published output appearing in 2004. The program was completed in 2007. It consists of nine peer reviewed publications that have been classified into three distinct phases. In many respects it was an evolutionary process, in that earlier findings identified the questions for proceeding research, and while service quality, customer satisfaction and customer loyalty intentions were of primary concern, other constructs were also examined. These were cultural values, work values, consumption emotions, mood and destination image. The unit of analysis in all of the articles was individuals, as opposed to organisations, and as such, the theories and concepts that were examined and tested throughout the research program have their origins in psychology. As a consequence, the research findings have implications not only for the tourism industry, but any service that involves an interaction between people.
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Fleva, Eleni. "Atitudes and behavioural intentions of typically developing adolescents towards their peers with Asperger syndrome." Thesis, University of Reading, 2013. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.606948.
Анотація:
Children with Asperger Syndrome (AS) are often educated in mainstream school along with their typically developing (TD) peers. Despite physical inclusion, however, these students are not always socially accepted by their TD peers and they are often the targets of negative behavior especially during adolescence. Negative behaviours towards peers with disabilities may result from ignorance about their condition or the lack of contact with them. The broad aim of this thesis is to explore the attitudes and behavioural intentions of TD adolescents towards hypothetical peers with AS and to identify possible mechanisms to improve attitudes. Study 1 compares participant's (N= 179, M age= 13.7) attitudes and behavioural intentions towards a hypothetical TD boy and a hypothetical boy with AS. It further compares the impact of information about AS from two sources, teacher or friend. Participants overall showed more positive attitudes and intentions towards the TD boy than towards the boy with AS, and were more positive following information provided by a peer than a teacher. Providing additional information about AS had no effect on participant's responses overall. Study 2 investigated whether a new method, "imagined contact", positively affected participant's responses towards the target boy with AS and also towards people with AS in general. Participants (N= 416, M age= 15.2) were asked to imagine either interacting with the boy or to imagine his presence in a classroom. The impact of information about AS was re-examined. Participants who imagined an interaction with the boy reported more positive intentions than participants who only imagined his presence. However, there was no effect on attitudes towards people with AS in general. Providing information about AS had a moderate positive effect on intentions. Study 3 assessed whether the effect of imagined contact could be replicated and then sustained after a period of a week.
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El, Haddad Rania. "The implementation of Hotel revenue management practices and the implications on customers' behavioural intentions." Thesis, University of Surrey, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.527012.
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Amarant, Arlene. "An investigation into the environmental knowledge, attittudes and behavioural intentions of elementary school students." Thesis, Curtin University, 2006. http://hdl.handle.net/20.500.11937/898.
Анотація:
This study was designed to find out elementary students knowledge about the environment, their attitudes towards helping the environment and what they actually have done to help the environment. Specifically, during the northern spring of 2002 all grade-4 and grade-5 students in one public elementary school in Miami-Dade County, Florida were administered the Children's Environmental Attitude and Knowledge Scale (CHEAKS) instrument. In 2002, some students in both grade levels interviewed each other in pairs to determine why they answered the way they did on the CHEAKS instrument. In the interviews, students discussed what they had been taught in school, compared to what they had learned outside of school that was related to the environment. The following year, during the northern spring of 2003, all grade-4 and grade-5 students in the same elementary school were given the CHEAKS instrument. Students at the elementary school were also asked questions which they answered in writing. These included: Which questions on the survey did you feel were difficult?; what do you remember learning about environmental education in school, at home or elsewhere? In addition, some gifted grade-6 students, who attended the nearby middle school and other grade-6 students who were in heterogeneous ability classes also responded to the CHEAKS instrument.Analysis of the data showed that grade-4 students in this elementary school had a higher commitment to the environment than did grade-5 students and gifted students had more knowledge than regular students. Only the gifted students in grade-5 had a high commitment to the environment. Comparing independent t-test results in year 2002 between grade-5 regular students (n=105) and grade-5 gifted students (n=30), grade-5 gifted students were statistically less committed to the environment in terms of scores on the Verbal Commitment. There was no difference in knowledge or commitment in grade-6 students. Girls were more verbally committed to the environment than boys. Having knowledge about the environment did not necessarily mean students were committed to saving the environment or took action to solve environmental problems. The thesis concludes with explanations, discussions about the limitations of the study and suggestions for further research.
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Amarant, Arlene. "An investigation into the environmental knowledge, attittudes and behavioural intentions of elementary school students." Curtin University of Technology, Science and Mathematics Education Centre, 2006. http://espace.library.curtin.edu.au:80/R/?func=dbin-jump-full&object_id=16915.
Анотація:
This study was designed to find out elementary students knowledge about the environment, their attitudes towards helping the environment and what they actually have done to help the environment. Specifically, during the northern spring of 2002 all grade-4 and grade-5 students in one public elementary school in Miami-Dade County, Florida were administered the Children's Environmental Attitude and Knowledge Scale (CHEAKS) instrument. In 2002, some students in both grade levels interviewed each other in pairs to determine why they answered the way they did on the CHEAKS instrument. In the interviews, students discussed what they had been taught in school, compared to what they had learned outside of school that was related to the environment. The following year, during the northern spring of 2003, all grade-4 and grade-5 students in the same elementary school were given the CHEAKS instrument. Students at the elementary school were also asked questions which they answered in writing. These included: Which questions on the survey did you feel were difficult?; what do you remember learning about environmental education in school, at home or elsewhere? In addition, some gifted grade-6 students, who attended the nearby middle school and other grade-6 students who were in heterogeneous ability classes also responded to the CHEAKS instrument.Analysis of the data showed that grade-4 students in this elementary school had a higher commitment to the environment than did grade-5 students and gifted students had more knowledge than regular students. Only the gifted students in grade-5 had a high commitment to the environment. Comparing independent t-test results in year 2002 between grade-5 regular students (n=105) and grade-5 gifted students (n=30), grade-5 gifted students were statistically less committed to the environment in terms of scores on the Verbal Commitment. There was no difference in knowledge or commitment in grade-6 students. Girls were more verbally committed to the environment than boys. Having knowledge about the environment did not necessarily mean students were committed to saving the environment or took action to solve environmental problems. The thesis concludes with explanations, discussions about the limitations of the study and suggestions for further research.
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Kingston, Deborah. "How do differential conceptualisations of voice-hearing influence attributions and behavioural intentions towards voice-hearers?" Thesis, University of Lincoln, 2014. http://eprints.lincoln.ac.uk/18967/.
Анотація:
Background: Stigmatisation negatively affects those being stigmatised. Anti-stigma campaigns suggest that biogenetic explanations reduce attributions of personal responsibility towards those with a mental illness. This study focused on one experience: Voice-hearing, which is associated with mental illness, namely schizophrenia, but may be considered to be a common experience, as at least 10% of the general population will hear voices at some point in their lives. There are multiple theories on the mechanisms that underlie voice-hearing experiences. However, each theory has strengths and limitations and there is limited empirical evidence to support the view that one theory is superior to others. The primary aim of this study was to test whether attributions, emotional responses and behavioural intentions towards voice-hearers were sensitive to differential conceptualisations of voice-hearing. The secondary aims were (a) to test attribution theory and identify attributions and emotional mediators that influence behavioural intentions and (b) to explore the extent to which various socio-demographic characteristics influence attributions. Methodology: 1,004 members of the general public were recruited using online resources. They completed self-report questionnaires online. Attributions, emotional and behavioural responses were measured using an adapted attribution questionnaire, which also contained questions related to familiarity. Results: Analysis of Variance (ANOVAs) found that four out of five attributions were not sensitive to conceptualisations offered. The attribution of personal responsibility was sensitive to conceptualisations. Responses from the biogenetic conceptualisation were significantly lower that the responses from the cognitive conceptualisation. There was no statistical significance between conceptualisations and (a) emotional responses (b) behavioural intentions, or (c) behavioural outcomes. Mediation analyses indicated that there was an indirect relationship between four out of five attributions and behavioural intentions, which were mediated by emotional responses. Fear was the strongest predictor of coercive behaviours and was negatively associated with helping behaviour. The construct ‘pity’ appeared to be viewed as a negative emotion, as results for this construct were similar to those of anger and fear. Correlation analysis demonstrated a small-to-medium sized relationship between behavioural intentions and behavioural outcomes, which was added to an adapted attribution pathway model. Additional analyses found that stressful life experiences produced neither a direct nor an indirect relationship with behavioural intentions and appeared to be the least stigmatising of the six causal explanations. Further correlation analysis found that professional familiarity was associated with a reduction in attributions of dangerousness. However, there were only small associations between socio-demographic variables and attributions. 1314, RIP, UofN:4149204, UofL:06075465 Research Project Resubmission Page 9 of 193 similar to those of anger and fear. Correlation analysis demonstrated a small-to-medium sized relationship between behavioural intentions and behavioural outcomes, which was added to an adapted attribution pathway model. Additional analyses found that stressful life experiences produced neither a direct nor an indirect relationship with behavioural intentions and appeared to be the least stigmatising of the six causal explanations. Further correlation analysis found that professional familiarity was associated with a reduction in attributions of dangerousness. However, there were only small associations between socio-demographic variables and attributions. Conclusions: These finding are unique in that they extend research into stigmatising attributions towards voice-hearers and extend attribution theory. The biogenetic conceptualisations lowered attributions of personal responsibility, but mediation analysis suggests that attributions of personal responsibility were positively associated with increased social distance and coercive behavioural intentions. These results have clinical implications as the differences between medical and psychological approaches reflect the different conceptualisations offered to service-users within mental health services. The least stigmatising conceptualisation appeared to be Family Intervention. This was the only conceptualisation that utilised a bio-psycho-social model, Future research should focus on whether, in practice, this would be the least stigmatising conceptualisation used within mental health services. Further consideration should be given to its use in future anti-stigma campaigns.
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Martin, David Spencer. "Cognitive scaling, emotions, team identity and future behavioural intentions an examination of sporting event venues /." Auburn, Ala., 2007. http://repo.lib.auburn.edu/07M%20Dissertations/MARTIN_DAVID_16.pdf.
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Swift, Judy Anne. "Perceptions of obesity as a health risk : psychometric scale development and relationship with behavioural intentions." Thesis, University of Nottingham, 2006. http://eprints.nottingham.ac.uk/11834/.
Анотація:
Obesity represents a serious threat to health which can be reduced by volitional control of eating and physical activity behaviour. Social cognition theories propose that such behaviour is influenced by cognitions regarding its desirability. The role of obesity outcome expectancies in predicting weight control behaviour has not been established and there are no psychometrically sound measures of these constructs. This thesis aimed to investigate the relationship between knowledge and beliefs regarding obesity's consequences and weight control Intentions in obese patients. The Obesity Risk Knowledge Scale (ORKS-10) was developed using item analysis and rigorously evaluated in a large population (n=965). The ORKS-10 scale proved to be a short, reliable and valid measure of knowledge regarding the health risks associated with obesity. In addition, thematic analysis of data from focus groups and structured interviews was used to identify 41 salient items for a scale to measure obesity outcome expectancy beliefs. Factor and item analysis were then used to develop the Obesity Outcome Expectancy Beliefs Scale (ObEx-15). The ObEx-15 comprises three reliable and unidimensional subscales; the Health Benefits of Weight Control (HBen), Social and Aesthetic Benefits of Weight Control (SABen) and Costs of and Barriers to Weight Control (Cost). Obese adults were recruited from weight management clinics (n=110, response rate=54.19%). Multiple regression analysis indicated that weight control intentions were most strongly associated with endorsement of the social and aesthetic consequences of obesity (B=0.117, t104=2.314, p<0.05) and rejection of the costs and barriers of weight control (B=0.088, t104=2.273, p<0.05). Participants had low levels of knowledge about obesity's health risks and neither ORKS-10 scores nor HBen scores were associated with intentions. Health promotion might, therefore, benefit from focusing upon obesity's non-health impacts and the costs and barriers of weight control. Future obesity outcome expectancies research will also profit from the availability of psychometrically sound measures.
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Al-Aulamie, Abdullah. "Enhanced technology acceptance model to explain and predict learners' behavioural intentions in learning management systems." Thesis, University of Bedfordshire, 2013. http://hdl.handle.net/10547/323773.
Анотація:
E-learning has become the new paradigm for modern teaching moreover, the technology allows to break the resurrection of time and place by enabling people to learn whenever and wherever they want. In information system research, learners' acceptance of e-learning can be predicted and explained using technology acceptance models. This research developed enhanced technology acceptance model to explain students' acceptance of learning management systems (LMSs) in Saudi Arabia. The research model aims to investigate the viability of TAM constructs in a nonwestern country. Moreover, due to the cultural impact of the Saudi Arabian culture towards genders, the research addresses the moderating effect of gender towards LMSs acceptance. The developed model variables identification focuses on two motivation aspects, extrinsic and intrinsic. The developed model consisted of ten variables in total, which can be categorised into three groups. First, the extrinsic variables consisting of information quality, functionality, accessibility, and user interface design. Second, the intrinsic variables are consisting of computer playfulness, enjoyment, and learning goal orientation. Third, the TAM variables consisting of perceived usefulness, perceived ease of use and behavioural intention. Moreover, to validate and examine the developed model, a questionnaire tool was developed for data collection. Furthermore, the data was collected from electronically from three universities over six weeks. The research findings supported the developed model. Additionally, the identified variables were good critical in predicting and explaining students' acceptance of LMSs. The research applied structural equation modelling for statistical analysis using IBM AMOS. The research results confirmed the applicability of the developed model to explain the Saudi students' acceptance of LMSs. The developed model explained high variance among the dependent variables outperforming the excising models. The research improved the explanatory power of the TAM model through the identified variables. Furthermore, the research results showed that the extrinsic variables were stronger predictors of students' perceived usefulness, perceived ease of use and behavioural intention. In addition, the results showed that males and females perception towards the LMS was significantly different. The male students' acceptance towards LMSs was higher than females. Moreover, enjoyment was the stronger determinant of females' behavioural intention.
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Tam, Jackie L. M. "An investigation of the relationships between service quality, customer satisfaction, perceived value and behavioural intentions." Thesis, Aston University, 2000. http://publications.aston.ac.uk/10738/.
Анотація:
Customer satisfaction and service quality are two important concepts in the marketing literature. However, there has been some confusion about the conceptualisation and measurement of these two concepts and the nature of the relationship between them. The primary objective of this research was to develop a more thorough understanding of these concepts, and a model that could help to explain the links between them and their relationships with post-purchase behaviour. A preliminary theoretical model was developed, based on an exhaustive review of the literature. Following exploratory research, the model was revised by incorporating "Perceived Value" and "Perceived Sacrifice" to help explain customer's post-purchase behaviour. A longitudinal survey was conducted in the context of the restaurant industry, and the data were analysed using structural equation modelling. The results provided evidence to support the main research hypotheses. However, the effect of "Normative Expectations" on "Encounter Quality" was insignificant, and "Perceived Value" had a direct effect on "Behavioural Intentions" despite expectations that such an effect would be mediated through "Customer Satisfaction". It was also found that "Normative Expectations" were relatively more stable than "Predictive Expectations". It is argued that the present research significantly contributes to the marketing literature, and in particular the role of perceived value in the formation of customers' post-purchase behaviour. Further research efforts in this area are warranted.
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McDonald, Lynette M. "Impact of Communicated Company Accounts During Various Crises on Consumer Emotions, Attitudes and Behavioural Intentions." Thesis, Griffith University, 2006. http://hdl.handle.net/10072/367079.
Анотація:
Despite the fact that major crises cost companies many millions of dollars in lost sales, damaged reputation, and reduced market share annually, there is little research on consumers' reactions to company crises. In fact, no research has investigated - from a consumer's perspective - the range of thoughts, feelings and actions consumers have in response to a product or service crisis. This creates a problem for firms, both in their understanding of how and why consumers react to a crisis, and in their management of the crisis to reduce negative reactions from current and prospective consumers, and therefore minimise negative outcomes for the company. Following a crisis event, the only tool under organisational control that may influence the crisis outcome by reducing negative reactions from current or prospective consumers of the product or service is the company's communicated 'account' of its role in the crisis. Accounts commonly used by companies during a crisis are 'no comment', 'denial', 'justification', 'excuse' and 'confession'. However, there are currently few guidelines and empirical investigations indicating the optimum company account to reduce negative consumer reactions to crises. In fact, no crisis researcher has examined the impact of all these company accounts on consumer behaviour.
One crisis researcher (Jorgensen, 1996) using Weiner's attributional (1986) theory (WAT) found that company accounts (denial, confession) and two different crisis causes impacted consumer anger and behaviour (purchase intention, investment intention). However, although anger was an immediate precursor of negative consumer behaviour, the focus in attribution theory is on attributions, not emotions as drivers of behaviour and attitude. Additionally, WAT limited emotions to anger and sympathy. Therefore, no research has examined either the array of emotions and behaviours consumers of a product or service exhibit during a crisis, or whether different emotions drive particular consumer behaviours and attitude to the company. As well, while Jorgensen (1994, 1996) examined the impact of different crisis causes, or crisis types (internal/controllable and external/uncontrollable), on consumer reactions, and Jorgensen (1994) also investigated a 'mixed' or ambiguous crisis, how other crisis types impact consumers has not been examined. Also not investigated is whether each of these crises, that is Locus crisis (internal/external) or Controllability crisis (controllable/uncontrollable) have a differential impact on consumers. In addition, while WAT refers to personal relevance, it was not included in Weiner's (1986) model. However, one theory that includes personal relevance, attributions and emotions to explain behavioural and attitudinal reactions to an event is Weiss and Cropanzano's (1996) Affective Events Theory (AET). Using AET, this thesis investigated the impact of five commonly used company accounts in different crisis types on an array of consumers' emotions and behavioural intentions and on attitude, as well as on attributions (including foreseeability and intentionality), involvement (i.e., personal relevance), responsibility, and accountability. Further, this thesis examined which emotions acted as drivers of different behavioural intentions. The research for this thesis comprised three studies using mixed methods in a triangulated design. The first study used focus groups to investigate consumers' recalled thoughts, feelings and behaviours, and any other factors consumers considered important in various salient company crises. The results showed that consumers recalled a full range of both positive and negative emotions - anger, fear, sadness, joy, surprise and love. Reported behaviours included boycott, switching, avoidance and loyalty. As well as variables that were identified as being congruent with those described in the literature, emergent variables included attitudes to government, media and companies. The second study pilot tested the operationalisation of the independent variables, Accounts (no comment, denial, excuse, justification, confession) and Crisis types of Locus and Controllability (internal/external, controllable/ambiguous/uncontrollable). Crisis type was operationalised using an airplane crash scenario in order to remain as neutral as possible across various demographic variables.
This between-subject 5 x 2 x 3 factorial design used a student sample (n = 316) randomly allocated to 30 treatments. Results were analysed using MANOVA and showed a main effect for Crisis Type, but no main effect for Accounts and no interaction effect. Follow-up mini pilots tested possible causes of account failure e.g., faulty operationalisation, use of a crash photograph. An extra independent variable, Harm level (high with 33 dead/low with 33 slightly injured), was added and the ambiguous crisis type was removed. A number of dependent variables were tested: emotions, behaviour, attitude as well as involvement, attributions, foreseeability, intentionality, responsibility and accountability. Demographic details were also collected. Scales were tested and adjusted or pared down, and some variables were removed. The third study used a between-subject factorial 5 x 2 x 2 x 2 design testing the impact of Accounts (no comment, denial, excuse, justification, confession), Crisis types of Locus (internal/external) and Controllability (controllable/uncontrollable), and Harm level (high/low) on consumers' emotions, behaviour and attitude, as well as involvement, attributions, responsibility and accountability. Demographic details were also collected. A random electoral roll sample (n = 907) was randomly assigned to 40 treatments. Results were analysed using MANOVA and other tests (e.g., ANOVA, multiple regression, confirmatory factor analysis). Results showed a main effect for Accounts and Crisis Types but not for Harm levels, and no interaction between independent variables. For Crisis type, internal crises resulted in significantly higher anger, fear, surprise, disloyalty, responsibility and accountability. External crises resulted in significantly higher joy, loyalty and attitude. Controllable crises resulted in significantly higher anger, fear, complaining, disloyalty, accountability and responsibility. Uncontrollable crises resulted in significantly higher joy, loyalty and attitude. The account of 'confession' showed best consumer outcome, followed by 'no comment', while 'excuse', 'justification' and 'denial' received similarly poor results. 'Confession' and 'no comment' resulted in lower anger and disloyalty and higher sympathy, loyalty and attitude.? Additionally, emotions of fear, anger, and low attitude predicted disloyalty. Anger, attributions and fear predicted complaining. Joy, low fear and low anger levels predicted loyalty. This thesis made a number of theoretical contributions. To the researcher's knowledge, this was the first investigation of multiple emotions and behaviours in different crisis types, finding that crisis types impacted a range of consumer emotions and behaviour, as well as attitude. It was also the first study to find that different emotions in crises predicted different behaviours and attitude. It was the first application of constructs of involvement and accountability to company crises. It was also the first crisis study to empirically investigate the impact of demographic variables in a crisis, finding that culture and age impact emotions and behaviour.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Full Text
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Atherton, Penelope. "Beliefs, attitudes and behavioural intentions of general medical practitioners toward adult survivors of child sexual abuse /." Title page, contents and abstract only, 1994. http://web4.library.adelaide.edu.au/theses/09P.M/09p.ma869.pdf.
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Chen, Wen-Hui. "Determinants of internet banking adoption by corporate customers : a study of behavioural intentions in Taiwanese businesses." Thesis, University of Warwick, 2014. http://wrap.warwick.ac.uk/61915/.
Анотація:
The aim of this thesis is to investigate the determinants of the behavioural intention of Internet banking adoption among individual members of a corporate customer’s buying centre, and to compare the difference between adopters (corporate customers) and non-adopters (companies that do not currently use Internet banking) with an emphasis on the factors that influence the adoption of Internet banking (IB). Five theoretical models were applied: theory of reasoned action (TRA), theory of planned behaviour (TPB), technology acceptance model (TAM), decomposed theory of planned behaviour (DTPB), and technology readiness (TR). Responses were explored in terms of the intention, attitude, subjective norm, perceived behavioural control, usability and relevance, innovativeness, operational concerns, normative influence, self-efficacy, and facilitating condition, in relation to the intent to adopt IB. The main purpose of the first qualitative study, which consisted of interviews with eight adopters, eleven non-adopters and three IB managers, was to understand the factors that influence corporate customers to adopt IB, and also to help formulate the design of the questionnaire. The main study involved the development and testing of a questionnaire with 431 respondents (257 adopters and 174 non-adopters). Factor analyses and multiple regressions were employed in the evaluation of the questionnaire. It was found that (1) attitude, subjective norm, and perceived behavioural control are the major factors in the corporate customer’s intentions toward IB adoption; (2) usability and relevance, innovativeness, and operational concerns are the key constructs that have influence over the corporate attitude towards the adoption of IB; (3) normative influence is found to be the construct that most heavily influences the subjective norm towards corporate adoption of IB; (4) self-efficacy and facilitating condition are the constructs that influence perceived behavioural control towards corporate adoption of IB; and (5) other than innovativeness, there was no significant difference between adopters’ behavioural intention and non-adopters’ behavioural intention. The research contributes to the development of a theoretical framework that identifies and tests the antecedents of attitude, subjective norm, and perceived behavioural control of buying centre participants’ intentions toward IB adoption. This study confirms that TR can be employed to explain the phenomena of the corporate customer’s behavioural intentions toward IB. In addition, this study contributes to the literature through its comparison of the behavioural intentions toward IB adoption between adopters and non-adopters.
29
Treurnicht, Francisca Arabelle. "Consumers’ motives for complaint behavioural intentions following in-store service failures in the clothing retail context." Diss., University of Pretoria, 2020. http://hdl.handle.net/2263/78557.
Анотація:
Globalisation, together with increased competition amongst retailers, has applied immense pressure on retailers to become more consumer-orientated. Retailers are, consequently, trying to differentiate their offerings by providing improved services to their consumers to obtain a competitive advantage. Service failure is, however, inevitable. An unfavourable service encounter (service failure) mostly leads to dissatisfaction. A consumer’s response to dissatisfaction is referred to as “consumer complaint behaviour”. Consumers’ complaint action can be categorised into three response behaviours namely: private action, public action and taking no action. Behind each complaint action lies specific motivations. Motivation research attempts to find the underlying why of an individuals’ behaviour. Marketers need to understand consumer motives as it provides them with the opportunity to anticipate and understand consumer complaint behaviour within the South African marketplace. Studies on the motives driving consumers’ complaint behaviour following an in-store service failure in the South African clothing retail context is lacking. This is surprising given the fact that an understanding of consumer complaint motives is critical in recovering service failures and handling complaints. An understanding of the motives for consumer complaint behaviour could help clothing retailers to understand the value of paying attention to and dealing with consumer complaints, specifically in a South African context. This research study, therefore, primarily focused on exploring and describing South African consumers non-complaint motives and complaint motives following an in-store service failure.
The study used an explorative, quantitative research approach. A survey was conducted in South Africa which included consumers 19 years and older who reside in major urban areas across South Africa. Respondents completed an online self-administered questionnaire which included adapted versions of established scales. Lastly, the data was captured and coded and then analysed by statisticians of the University of Pretoria by making use of descriptive and inferential statistics.
The findings of this study indicated that the respondents were motivated to take action following an in-store service failure, rather than deciding to take no-action. Respondents would also rather partake in private action as opposed to public action. The EFA on the non complaint motives indicated that three factors are the underlying driving forces that keep consumers from taking action. These include protecting the self and convenience, the facto that it is not worth complaining, and willingness and ability to handle CCB. Through the descriptive statistical analysis, as well as the inferential statistical analysis (EFA), it became evident that the most important motive for deciding to partake in action, either private or public, were altruistic motives. Anger and the intention to harm the retailer appeared to be the least important motives for deciding to take action. From this study, it is recommended that clothing retailers and marketers in South Africa pay specific attention to use these motives, specifically altruism, to encourage customers to partake in public complaint behaviour. Apart from the useful considerations this study elicited for the industry, it also makes a valuable contribution towards the literature.Dissertation (MConsumer Science)--University of Pretoria, 2020.
Consumer Science
MConsumer Science (Clothing Management)
Unrestricted
30
Mackay, Nedia 1980. "The interrelationship between selected customer relationship management initiatives, customer satisfaction and behavioural intention / N. Mackay." Thesis, North-West University, 2013. http://hdl.handle.net/10394/8766.
Анотація:
South African short-term insurers are finding it increasingly more difficult to maintain their market value amidst unpredictable and erratic economic conditions. In addition, the short-term insurance industry is faced with two major challenges: the growing number of direct short-term insurers entering the industry, and the significant decline in customer retention rates.
Based on the literature review, it was found that these challenges present short-term insurers with a strategic imperative – they need to adopt a CRM approach, incorporating an integrated customer focus aimed at developing long-term relationships with customers. If they want to succeed in this pursuit, short-term insurers need to understand their customers‟ perceptions of the service offering, their existing relationship with the insurer, their levels of satisfaction, and their behavioural intentions towards the insurer.
The primary objective of this study was to determine the influence of both direct and indirect short-term insurers‟ service quality and benefits derived from being in a relationship with the insurer, specifically on their customers‟ levels of satisfaction, their loyalty, and positive word- of-mouth intentions. In this vein, the study also sheds light on how short-term insurers can adapt their marketing strategies in order to develop and maintain successful long-term relationships with their customers.
The study followed a descriptive research design. Convenience sampling was used to select suitable respondents, and data was collected by means of mall-intercept, person-administered surveys from individuals residing in the Gauteng Province of South Africa and who currently have short-term insurance. A sample size of 891 responses was realised.
The results from the study indicate that respondents’perceptions of their insurers’ service quality offering do not differ significantly from their expectations. In other words, respondents seem to be satisfied with their insurers’ services. Results furthermore showed that quality services and additional relational benefits positively influence respondents’ levels of satisfaction with their short-term insurers, which in turn influence their intentions to remain loyal to their insurers or to communicate positively about them. In addition, no significant differences were observed between direct and indirect short-term insurance respondents with regard to service quality, relational benefits, customer satisfaction, or behavioural intention.
Based on the results, this study proposes a model that sets out to demonstrate how South African short-term insurers can utilise service quality and relational benefits to realise and improve customer satisfaction, in order to encourage positive behavioural intentions among their customers.
It is recommended that, in order to differentiate themselves, short-term insurers (both direct and indirect) should ensure that their service quality offerings are superior to those of their competitors’. Short-term insurers can attain high quality service offerings by paying special attention to their reliability, responsiveness, assurance and empathy. It is also recommended that short-term insurers should attempt to provide the same levels of relational benefits to all of their customers, independent of demographic differences, as a way to improve the overall morale and satisfaction of their customers. Since no significant differences were found in terms of different groups of respondents, it is further recommended that short-term insurers should differentiate themselves by customising their target market(s), through focusing their service and relational offerings on specific demographic, geographic, and psychographic segments. Finally, it is recommended that short-term insurers should use the model developed in this study with a view to improve the overall effectiveness of their CRM efforts.
Recommendations for future research include extending this study to other South African provinces, in order to determine whether differences exist between respondents from different geographic locations. Future research can include representative numbers of respondents from each individual short-term insurer with a view to attain more accurate and representative information regarding specific insurers. A similar study can also be conducted among long-term insurers in order to determine whether the insurance industry in its entirety can benefit from the findings from this study. Finally, future research can test the CRM model presented in this study in the context of other service industries to determine its relevance and applicability.Thesis (PhD (Marketing management))--North-West University, Potchefstroom Campus, 2013
31
Gray, Beverley Ann. "The influence of service quality perceptions and customer satisfaction on patients' behavioural intentions in the healthcare industry." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/514.
Анотація:
Healthcare today has become a competitive industry, not only locally, but on a global level as well. In the South African economy the healthcare sector presently offers healthcare seekers two options to satisfy their healthcare needs – either through private business enterprises in the private sector or public enterprises in the public sector. Likewise, in the healthcare sector's hospital environment, patients can receive treatment from either private or public hospitals. As private business enterprises offering a relatively 'pure', but generally unsought-after service, private hospitals compete aggressively to attract patients. Patients are a hospital's lifeblood and they rightfully expect a high standard of customer service throughout the stay. With today's consumers being better informed, more sophisticated and more demanding than in the past, experts agree that the key to survival in the service industry today, almost without exception, is the quality of the service. The cornerstone of the service industry is without doubt the ability to deliver superior service quality that results in customer satisfaction. And the healthcare industry is no exception. Most consumers will experience a need for healthcare services at some time in their lives, but in South Africa, escalating medical costs in general and private hospitals in particular, have made private healthcare increasingly more expensive for the majority of the country's healthcare seekers. This situation raises the question of customer service in the private hospital industry and how patients' perceive service quality and evaluate customer satisfaction after a hospital stay. There is a growing body of empirical evidence from United States studies to show that service quality and customer (patient) satisfaction positively influence patients' behavioural intentions to reuse the hospital or recommend it to others (word-of-mouth endorsements). However, in South Africa, empirical studies to investigate these relationships have not been adequately addressed. This study was therefore an attempt to address the lack of scientific evidence and debate in the area of patient satisfaction. Against this background, the primary objective of this study was to measure patients' perceptions of service quality and customer satisfaction with a private hospital experience and to estimate the effect that each of these constructs will have on future behavioural intentions. More specifically, the present study was an attempt to assess empirically the most important dimensions of service quality and transaction-specific customer satisfaction dimensions that drive both patient loyalty and ‘overall’ or cumulative satisfaction in the South African private hospital industry. For the purpose of this study, buying intentions was used as a surrogate measure of loyalty as measured by willingness to reuse the hospital and/or willingness to recommend it to others (word-of-mouth endorsements). Initial exploratory research was conducted with the aim of assessing the views of three private hospital stakeholder groups, namely former patients, doctors and management about what the quality of service and customer satisfaction meant to each individual interviewed. A service enterprise that specialises in patient satisfaction surveys in the US provided particularly useful information during this phase of the study. Several case studies of patient satisfaction programmes, mostly at US hospitals, provided additional insights in this area. The study was conducted nationally at private hospitals owned by one of South Africa's three major hospital groups. Five private hospitals in four major centres were selected on a non-probability convenience basis to participate in the study. The hospital group's senior management and the management at each selected hospital gave their full commitment to ensure that the survey was successfully conducted in their hospital wards. Data were collected by means of a quantitative study using a selfadministered, structured questionnaire. Patients had to meet certain qualifying criteria which included being of adult age, in the hospital for an operation and at least one overnight stay. A total of 3 800 questionnaires was distributed to patients on a random basis in selected wards at the five hospitals by senior hospital staff designated for this task. From this distribution, 425 questionnaires were returned of which a final sample of 323 could be statistically analysed. To confirm the internal reliability of the measuring instrument, Cronbach alpha coefficients were calculated for each of the factors identified by the exploratory factor analysis. In order to assess the discriminant validity of the measuring instrument used to measure both service quality and customer satisfaction, the items were subjected to an exploratory factor analysis. The factors that emerged after the exploratory factor analysis were then used as independent variables in the four subsequent multiple regression analyses to assess the study's four hypothesised relationships. The findings revealed that the service quality dimensions that impact positively on both loyalty and cumulative satisfaction are Empathy of nursing staff and Assurance. The customer satisfaction dimensions to impact positively on both loyalty and cumulative satisfaction are Satisfaction with the nursing staff, Satisfaction with meals, and Satisfaction with fees charged.
32
Beasley, Vista. "Social identity, mental toughness, and behavioural intentions as antecedents of overuse injury pain in physical activity contexts." Thesis, University of Stirling, 2018. http://hdl.handle.net/1893/28596.
Анотація:
Psychological factors specific to overuse injury pain in physical activity contexts were explored within a social identity theoretical framework. Study 1 involved development of a method for designating overuse injury pain occurrence of hikers (N = 751), along with exploration of relationships between psychological measures, overuse injury pain occurrence, and effort levels. The findings of this cross-sectional, mixed-methods investigation revealed that social identification, social identity content, and mental toughness differentiated hikers who incurred overuse injury pain or selected a higher-effort behaviour from those who did not. From qualitative analysis, several social identity constructs (i.e., group member's presence, in-group status, social creativity, additional social identity content) emerged as contributors to overuse injury occurrence. The focus of Study 2 was a prospective examination of the aforementioned psychological factors in relation to overuse injury severity of hikers (N = 283). Additionally, the Test of Intentions to Reduce Effort (TIRE) was developed to identify individuals with susceptibility to higher overuse injury severity. Results provided evidence of factorial, construct, and predictive validity of TIRE factor scores. TIRE factors and social identity content significantly predicted higher severity of hikers' overuse injury pain. Mental toughness scores moderated the relationship between social identification and overuse injury severity. Study 3 consisted of a qualitative examination of social identity mechanisms of overuse injury pain in a physical activity context, CrossFit®, involving the presence of group leaders, and in which group members view each other. Findings revealed mechanisms pertaining to social identity content, in-group status, and social threats. Overall, the findings support a new means for assessing overuse injury occurrence and susceptibility to higher overuse injury severity, whilst demonstrating the potential applicability of social identity theory to the study of overuse injury. Knowledge gained may ultimately aid development of interventions to reduce overuse injury occurrence and severity of physical activity participants.
33
Christian, J. N. T. "A social psychological examination of homeless persons' attitudes and behavioural intentions towards their participation in outreach programmes." Thesis, Swansea University, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.636252.
Анотація:
The aim of this thesis is to investigate the attitudes and intentions of the homeless towards their outreach programme participation. Prior homeless research shows that much has been inferred about homeless persons' participation in outreach programmes but there has been comparatively little empirical research. Previous psychological research has focussed on the social behaviours of the homeless with the primary aim to determine the prevalence of mental illness and pathological behaviours. Whilst this research is informative, it does not directly address the issue of decision-making strategies homeless people employ to guide their intentions towards participation. From a review of the homeless literature two main shortcomings can be noted. First, the research has been atheoretical in nature; and second, the studies have assessed univariate dimensions. To address the shortcomings, a model extensively used in the field of social psychology was used as the theoretical model to guide the research in this thesis. The model was the Theory of Planned Behaviour (TPB, Ajzen, 1988; 1991) which examines the relationship between attitudes, intentions and behaviour. The TPB has been successfully applied in a variety of social situations. Within the context of this thesis, the TPB is used to derive hypotheses to predict the relationship between homeless peoples' attitudes and their intentions towards participation. Two main studies were conducted to test the theoretical framework, one in Central London (n=103) and the other in New York City (n=103). Generally, the results support the utility of the TPB as an exploratory framework in understanding homeless peoples' decision-making processes. Consistent with findings from the homeless literature, it was not unsurprising that very few homeless people actually participated in the outreach programmes. However, the components of the TPB significantly predicted homeless peoples' intention towards participation.
34
Singh, Irvana. "The interrelationships between selected relationship marketing constructs, customer engagement and behavioural intentions in the life insurance industry." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64929.
Анотація:
Drawing on relationship marketing theory, this study sought to investigate the interrelationships between selected relationship marketing constructs, customer engagement and behavioural intentions in the life insurance industry. Life insurance, which is characterised as a highly abstract, intangible service consisting largely of credence properties, provided an unusual context for the examination of the relationships between these constructs, specifically the mediating role of customer engagement on behavioural intentions. A deductive research design was employed, and self-administered electronic surveys were fielded among customers of South African life insurance organisations. A total of 282 surveys were returned and the interrelationships between the constructs were examined using structural equation modelling. The findings indicated that trust did not have a positive and significant effect on customer engagement or behavioural intentions and that customer engagement towards a life insurance organisation did not mediate the relationship between trust and behavioural intentions. Customer satisfaction, on the other hand, did have a positive and significant effect on customer engagement and behavioural intentions and customer engagement towards a life insurance organisation did mediate the relationship between customer satisfaction and behavioural intentions. The findings of the study contribute to the developing body of customer engagement literature, in the previously unexplored context of the life insurance industry, in an emerging market context, by contributing an understanding into the interrelationships between the relationship marketing constructs, customer engagement and behavioural intentions and offers key insights into the extent to which the relationship marketing constructs and customer engagement may influence the behavioural intentions of customers in the life insurance industry.Mini Dissertation (MBA)--University of Pretoria, 2017.
lt2018
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
35
Ransome, Kristin. "Intentions to engage in a meat-reduced diet: an application of the integrative model of behavioural prediction." Master's thesis, Faculty of Commerce, 2018. http://hdl.handle.net/11427/31014.
Анотація:
The consumption of meat and meat products has been cited as the most critical area to be addressed if we are to meet a sustainable future diet, regarding the impact on climate change and health. The numerous sustainability concerns that have been raised have stimulated calls to reduce the quantity of meat people in general eat, and have created an on-going global debate among policymakers, academics and practitioners. This research makes use of the Integrative Model of Behavioural Prediction (IMBP) in order to isolate the key determinants of what drives the intentions of middle to upper-income South Africans to engage in a meat-reduced diet (MRD). A two-phase methodology was utilised, by firstly conducting an elicitation study to identify the salient beliefs present in the population, and secondly by conducting a population survey to quantify the cognitive foundation of this behaviour. The empirical results showed that the areas of cognition which most strongly predict whether one intends to engage in an MRD were instrumental attitude, experiential attitude and injunctive norms. This study makes three primary contributions. Firstly, a theoretical contribution, through providing insight into how behavioural themes and beliefs materialise into changes in meat-consumption. Secondly, marketing practitioners can benefit from the insight offered by IMBP, which is valuable as it helps to identify what behavioural shift is required to promote MRDs. Lastly, this study contributes to the methodology utilised when applying the IMBP by applying the model to dietary behaviour, which has received comparatively less attention in the past.
36
Cecconi, Carla. "Beach clean-up as a practical implementation of ESD: effects in students’ knowledge, awareness and behavioural intentions." Thesis, Uppsala universitet, Institutionen för geovetenskaper, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-387304.
Анотація:
In the context of the critical sustainability problem of marine plastic pollution, the present paper presents a quasiexperimental research that explores the effects that participating on beach clean-up has on students’ knowledge,awareness and behavioural intentions. Considering this intervention as an outside of school practical implementation of Education for Sustainable Development (ESD), this research aims to determine if the addition of direct experiences with nature within ESD programs can lead to a behavioural change in favour of the environment. Analysing the factors that influence pro-environmental behaviour and the role that ESD has on transforming society towards a more sustainable one, a one-time pre-test post-test research with non-equivalent groups was performed. A questionnaire on beach litter and self-reported behaviour, implemented in two schools of the Amalfi Coast, Italy, indicate that in comparison to a group which only received a lecture, a group that participated in a beach clean-up increased their knowledge and awareness towards marine plastic pollution, in addition to their willingness to participate in another beach clean-up. This supports the theory that learning in nature can have a higher influence in shaping pro-environmental behaviour, and therefore the inclusion of this type of activities within ESD programs can help beat marine plastic pollution.
37
Rukuni, Tarisai Fritz. "Electronic service quality and customer satisfaction in South African online stores: The role of psychographics on perceptions." University of the Western Cape, 2018. http://hdl.handle.net/11394/6805.
Анотація:
Philosophiae Doctor - PhDIn recent years, the South African online shopping industry has experienced remarkable growth which has attracted multi-national online stores to operate in the South African market thus creating competitive pressure for domestic online stores. Consequently, this presence of competition from well-resourced and recognisable online store brands it is critical that domestic online stores adopt measures to protect their competitive positions and to pursue competitive advantage. An adoption of a customer-centred approach focused on increasing customer satisfaction is one strategy for online stores to consider. This study had as its primary objective to develop a theoretical model of psychographic influences on customer satisfaction with electronic service quality. The associated objectives were to develop a theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect of electronic service quality on customer satisfaction, (iii) measure the effect of customer satisfaction on customer behavioural intentions, and (iv) determine how customers’ perceptions of electronic service quality differ across different customer psychographic profiles. A quantitative descriptive cross sectional study was conducted to address the research objectives. Data was collected through a questionnaire from a sample of 344 South African online store customers. Statistical descriptive and inferential analyses were performed including mean values, structural equation modelling and analysis of variance. The findings included that, i) customers have negative perceptions of electronic service quality in South African online stores, ii) the constructs of electronic service quality, efficiency and contact, have a significant positive effect on customer satisfaction, iii) customer satisfaction has a significant positive effect on customer behavioural intentions, and iv) a significant difference in the perceptions of electronic service quality was found to exist among customers with different psychological profiles. Based on the study findings it is recommended that South African online stores should improve electronic service quality and apply market segmentation on the basis of customer psychological profiles in order to gain competitive advantage.
38
Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.
Анотація:
Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.
39
Oriade, A. D. "An empirical investigation of the relationship between perceived quality, value, satisfaction and behavioural intentions among visitors to UK attractions." Thesis, University of Salford, 2013. http://usir.salford.ac.uk/29453/.
Анотація:
Evidence abounds that visitor attractions are the central element of tourism development. Academics and practitioners have therefore focused much attention on attraction service quality, customer satisfaction and subsequent behavioural intentions. However, there is a dearth of empirical investigations supporting most claims relating to quality and satisfaction in an attractions context. Furthermore, perceived value, which theoretically influences behavioural intentions regarding attractions, has been omitted from models investigating attraction service constructs. Thus, there is a need for empirical investigation of the relationship between the perceived quality of attractions, visitor satisfaction and other service constructs, particularly perceived value. This study explores these service quality issues within the UK visitor attractions industry with particular reference to Alton Towers and Blists Hill Victorian Town. The aim of the research was to gain an understanding of how attraction visitors evaluate quality and to explain the relationship between service quality, value, satisfaction and behavioural intentions. To this end, a sequential, exploratory mixed-methods approach was employed. This included unstructured interviews, content analysis of promotional materials, expert opinion and a questionnaire survey of visitors at the two attractions. The sample for the latter was drawn from individuals who had visited the two attractions within the last 12 months. To identify key quality dimensions in the attractions, principal components analysis (PCA) was employed; the results revealed six underlying factors: ‘activities’, ‘staff’, ‘operation and environment’, ‘retail’, ‘access’ and ‘ease of use’. Ordinary least squares (OLS) multiple regression analysis was used to examine the relationship between the constructs. The factors that most influence quality are ‘activities’ and ‘retail’, and value is primarily determined by ‘activities’, ‘staff’ attributes and ‘retail’. Satisfaction is most influenced by perceived value whereas visitor satisfaction explains most of the variance in behavioural intention. The findings also show that satisfaction partially mediates the relationship between value and behavioural intentions, and that between quality and behavioural intentions. Value was shown to partially mediate the relationship between attraction attributes and satisfaction and between quality and behavioural intentions. The research makes several significant theoretical and managerial contributions. The key finding is that attraction attributes exert more influence on perceived value than on perceived quality. This suggests that the conceptualisation and measurement of value in previous research were possibly inadequate in capturing the dimensions of this construct. The findings also confirm the cognitive-affective-conative order between the service constructs within the context of UK visitor attractions and the important role of perceived value in understanding quality, satisfaction and behavioural intentions. However, the relationship between these constructs cannot be generalised and further research is needed to examine the relevance of the findings to other sectors. The results also indicate that attraction managers need to review their promotional materials, particularly websites, and ensure that the most effective messages are communicated to both existing and potential visitors.
40
Adams, Claire E. "Help-seeking for mental health problems among older adults with chronic diseases: An evaluation and intervention." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2022. https://ro.ecu.edu.au/theses/2516.
Анотація:
Older adults have high rates of chronic diseases, leaving them more vulnerable to associated mental health declines. Nevertheless, the intentions of older adults with chronic diseases to seek help from mental health support systems are low. Couched in the Theory of Planned Behaviour (TPB), this thesis aimed to 1) identify antecedents to help-seeking for mental health problems in older adults with chronic diseases, and 2) to design, develop and test a behaviour change intervention, promoting mental health help-seeking among older adults with chronic diseases in Australia. An overview of this thesis is presented in Chapter 1. A literature review on the relationship between mental health problems, chronic diseases, and help-seeking in older adulthood is then provided (Chapter 2). A scoping review was conducted, which mapped 49 articles that applied the TPB to mental health help-seeking in adults aged >18 years (Chapter 3). A considerable evidence base was found on the TPB for predicting mental health help-seeking intentions, and to a lesser extent behaviour. A survey instrument, to measure mental health help-seeking intentions among older adults (MHHS-OA), was developed and piloted with a sample of 54 adults aged 65 to 94 years living in metropolitan Perth, Western Australia (Chapter 4). The MHHS-OA demonstrated acceptable reliability and validity for measuring the TPB constructs of attitudes, subjective norms, and behavioural intention (Cronbach alphas .64 to .82). Modifications were made to improve the measurement of perceived behavioural control. The modified MHHS-OA was utilised in a cross-sectional study with 108 adults aged 65 to 93 years, living in metropolitan Perth, diagnosed with cardiovascular diseases, respiratory diseases, and/or type 2 diabetes (Chapter 5 and 6). The cross-sectional study sought to identify factors associated with intentions to seeking help, and barriers to seeking help, among older adults with chronic diseases. Using multiple linear regressions, the TPB was found to be a suitable model for understanding mental health help-seeking intentions in older adults with chronic diseases, accounting for 69.7% of the variance in intentions (Chapter 5). Attitudes and perceived behavioural control had the strongest association with help-seeking intentions, followed by subjective norms. Two common barriers to help-seeking were identified: ‘wondering whether the mental health problem is significant enough to warrant treatment’ (endorsed by 51.9% of participants), and ‘not having a regular primary health care provider to speak with’ (endorsed by 39.6% of participants). Multiple linear regressions revealed past use of mental health services had the strongest association with both barriers; past help-seeking behaviour was associated with less endorsement of barriers to help-seeking (Chapter 6). Identifying factors associated with intentions to seek help (attitudes, perceived behavioural control, and subjective norms), and barriers to seeking help, the first aim of this thesis was achieved. To achieve the second aim of this thesis, an intervention aimed at promoting mental health help-seeking was developed and tested in a pilot randomised controlled trial (RCT) (Chapter 7). The intervention was designed to address the antecedents to help-seeking that were identified (Chapters 5 and 6). Nine stakeholders were interviewed to inform the design and development of the intervention and 241 adults aged 66 to 90 years were randomised to receive the intervention or control materials. The intervention consisted of a TPB-based brochure, aimed at promoting mental health help-seeking. Results indicated the intervention is an acceptable and feasible method for improving mental health help-seeking in older adults with and without chronic diseases. Repeated measures ANOVAs, regarding the effectiveness of the intervention, indicated the intervention is effective in improving attitudes and intentions towards seeking help for mental health problems. Finally, Chapter 8 summarises, concludes, and proposes future research directions. This thesis helps to delineate factors associated with intentions as well as barriers to help-seeking and provides researchers and health professionals with an empirically based intervention aimed at increasing the likelihood of help-seeking intentions and behaviour among older adults with chronic diseases.
41
Diouf, Jacques françois. "The influence of advertising content on alcohol products' perceptions, attitudes and behavioural intentions : the case of luxury codes appropriation by alcohol brands." Thesis, Rennes 1, 2017. http://www.theses.fr/2017REN1G019.
Анотація:
Face à l’abus d’alcool notamment chez les jeunes, les acteurs de santé recommandent de réguler le marketing des industriels. En France selon la loi Evin (1991), les publicités pour l’alcool doivent être objectives, informatives et, non attractives en termes de contenu. Cette recherche teste l’efficacité de cette régulation en comparant l’influence de publicités informatives versus plus attractives en termes de perception du produit, d’attitude envers la publicité et d’envie de consommer. Elle évalue aussi la visibilité des avertissements sanitaires alcool selon la saillance de leur format et du contexte publicitaire. Cette recherche a identifié et étudié l’appropriation des codes et de l’iconographie du luxe par les marques d’alcool comme une nouvelle forme de contenu publicitaire à travers une phase de monitoring. Grâce à une revue de la littérature, elle a formulé des propositions de recherche en termes d’implications marketing et de santé publique afin de cerner le mécanisme de persuasion potentiel relative à cette pratique marketing. Ces implications présentent le luxe comme une potentielle réponse marketing aux motivations de consommer de l’alcool chez les jeunes, sur la base de théories relatives à la construction identitaire. Elles soulignent aussi l’influence des publicités et du packaging, en particulier lorsque ces stimuli sont infusés de codes du luxe (sur la base de théorie de l’infusion de l’art et de cas des paquets de cigarettes infusés des codes du luxe). Pour tester ces propositions, une étude qualitative exploratoire (26 entretiens) a d’abord servi à cerner la nature et l’influence du contenu (publicités plus informatives versus luxe) en termes de réponses cognitives, affectives, d’intentions comportementales et de perceptions des avertissements sanitaires. Les résultats de ces entretiens ont servi à construire la phase expérimentale de la recherche en termes d’opérationnalisation des concepts de contenu publicitaire et d’avertissement sanitaire, de formulation des hypothèses de recherche, de sélection et design des stimuli et de méthodologie (combinaison de méthodes verbales et non-verbales). Sur la base d’un design inter-sujets, nous avons lancé deux études expérimentales (étude eye-tracking = 174 jeunes ; étude en ligne = 696 jeunes) testant 12 stimuli publicitaires [3 (marques d’alcool) x 2 (styles de contenu publicitaire: PO versus luxe) x 2 (formats d’avertissement: format actuel versus plus saillant)]. Les résultats soulignent l’intérêt de réguler le contenu des publicités d’alcool (cf. Loi Evin). Celui-ci influence l’attitude à l’égard de la publicité, la perception du produit et le désir de consommer. Les publicités plus informatives sont perçues comme moins attractives, alors que les publicités luxe génèrent et renforcent des perceptions positives à l’égard du produit, des bénéfices de consommation et les envies de consommer et de boire. Quant à l’avertissement actuel, il est jugé inefficace en termes de visibilité, de crédibilité et de risques perçus. Toutefois un format plus saillant permet d’augmenter le degré d’attention qu’on y porte ainsi que sa visibilité perçue. Cela est important car l’efficacité d’un avertissement repose en partie sur ses deux critères. Aucun effet d’interaction significatif des variables manipulées n’est à signaler dans cette étudeThis critical social marketing research tackles the effectiveness of advertising regulation that is a health measure recommended to reduce alcohol consumption. It studies how alcohol advertising content restrictions (e.g., the French Evin law mandates ads since 1991 to convey only factual information and objective qualities of alcohol products and thus be product-oriented: PO ads) versus non-regulated advertising affect youth individuals’ perceptions of alcohol products, attitude towards the ad, desire to consume and noticeability of health warning displayed in ads (depending on format prominence). This research identified and investigated the luxury codes and iconography appropriation by alcohol brands as a new type of advertising content, through a monitoring phase. To understand the potential persuasion mechanism at stake, this study relied on assumptions in terms of persuasion and public health based on a literature review. It helped to explain luxury symbolism as a potential response to youth drinking motives on the basis of self-growth theories and suggest possible effect on consumers’ responses to alcohol advertising especially when infused with luxury perceptions (e.g., art infusion theory and tobacco packs infused with luxury codes). To test those assumptions, we implemented an exploratory qualitative study and two experimental studies. Using (26) in-depth interviews, the qualitative phase helped understand the nature and influence of advertising content (luxury versus PO) on cognitive, affective responses, behavioral intentions and warnings’ noticeability. The findings helped operationalize advertising content and warnings’ noticeability concepts, develop hypotheses, fine-tune stimuli selection and modification, and finally select methods and (verbal and non-verbal) measurements for the testing phase. Based on a between-subject design, the experimentation (eye-tracking study = 174 individuals; online study = 696 individuals) tested on samples of young people a total of 12 advertising stimuli [3 (brands) x 2 (content: luxury versus PO) x 2 (warning format: LP versus MP)]. Our results showed the relevancy of alcohol advertising content restrictions such as the French Evin law (1991). They indicated that advertising content does influence attitude towards the ad, alcohol products’ perceptions and desire to consume. While PO ads reduce the alcohol advertising attractiveness, luxury ads enhanced the participants’ positive product perceptions, perceived alcohol consumption benefits and intention to purchase and drink. They also reported the ineffectiveness of health warnings in terms of noticeability, perceived credibility and risks. Findings suggest that modifying the current warning format prominence can help increase its attentional processing and perceived noticeability, which is a first step in improving generally warnings’ effectiveness. However our results revealed no significant interaction effect of both manipulated factors in this study
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Dias, Marta Inês de Castro. "The influence of service quality and satisfaction in consumer behaviour intention : an empirical study of a charter airline." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/4567.
Анотація:
Mestrado em MarketingFrom the theoretical and empirical points of view, quality of service and satisfaction have been identified as strong predictors of consumer behavioural intentions. These dynamics have already been studied on the airline context, mainly in regular airlines and low-costs but investigations in the context of charter companies were not found. Thus, this study aims to explore the impact of service quality and satisfaction in behavioural intentions, considering passengers of a charter company. A survey was conducted during the period between 24 July and August 20, 2010. Consequently, we have collected 1283 questionnaires of long haul passengers and 4507 questionnaires of medium haul passengers. According to literature review, service quality positively affects passenger behavioural intentions but satisfaction has the strongest effect in. Surprisingly, the dimension of service quality that mostly influences satisfaction and behavioural intentions is the tangible dimension. Also, we didn't find any meaningful relationship between the entertainment on-board in medium-haul and behavioural intentions of passengers. These results will provide knowledge directly obtained from the voice of passengers that can be used by researchers to include charter airlines specificities in the broad investigation about service quality, satisfaction and customer behaviour. In addition, managers can learn from these examples, understanding the dimensions of the service mostly valued as a high potential element to differentiate the firm from the competitors and as adjuvant factors to increase passengers favourable intentions to the company.
Do ponto de vista teórico-empírico, a qualidade de serviço e a satisfação têm sido apontadas como fortes influenciadores das intenções comportamentais do consumidor. Estas dinâmicas já foram estudadas ao nível das companhias aéreas regulares e low-cost mas não foram encontrados registos de investigações no âmbito das companhias charter. Assim, o objetivo principal deste trabalho de investigação é analisar o impacto que a qualidade de serviço e a satisfação têm ao nível das intenções comportamentais dos passageiros duma companhia charter. Para o efeito, foi realizado um inquérito aos passageiros duma companhia charter portuguesa no período entre 24 de Julho e 20 de Agosto de 2010. Foram recolhidos 1283 questionários a passageiros de longo curso e 4507 a passageiros do médio curso. De acordo com a literatura, constataram-se relações positivas entre a qualidade de serviço e as intenções comportamentais, sendo a satisfação, a variável que mais influi nas intenções dos passageiros. Surpreendentemente, a dimensão da qualidade de serviço que mais influencia a satisfação e as intenções comportamentais são os tangíveis e não foi encontrada qualquer relação com significado entre o entretenimento a bordo dos aviões do médio curso e as intenções comportamentais dos passageiros. Estes resultados constituem conhecimento diretamente proveniente da voz dos passageiros que pode ser utilizado pelos investigadores de forma a desenvolverem a pesquisa no âmbito charter. Além disso, os gestores podem concluir acerca das dimensões do serviço mais valorizadas como diferenciadoras da concorrência e adjuvantes de intenções favoráveis dos passageiros para com a empresa.
43
Wu, MeiMei. "Investigating the adoption of banking services delivered over remote channels : the case of Chinese Internet banking customers." Thesis, Loughborough University, 2012. https://dspace.lboro.ac.uk/2134/9387.
Анотація:
Customers adoption of Internet banking has become a widely-researched topic, although it is fair to state that some research gaps still exist. This research aims to fill some of the research gaps by examining the factors that determine the relevant behaviour of three different categories of Internet banking customers in China (i.e. current users, non-users, and discontinued users), and by developing two conceptual models that are derived from different, but complementary, theoretical approaches. The Decision Making Model and the Service and Relationship Evaluation Model are developed in this research. The Decision Making Model is grounded in the technology acceptance model (TAM) and it incorporates an additional construct of perceived value of using Internet banking. Additionally, the Service and Relationship Evaluation Model is derived from the service quality evaluation and relationship quality evaluation literature. Unlike in most other Internet banking adoption studies, these two conceptual models are used complementarily to deliver a comprehensive understanding of customers Internet banking adoption in China. The models are tested using a sample of 614 Chinese Internet banking customers collected via mall-intercept personal interviews based on questionnaires. Partial Least Square (PLS) path modelling and mediation analysis are applied to test the hypotheses advanced in the two models. The key findings of this research show that perceived value is a major factor for explaining customers Internet banking adoption, thus indicating to the banks that they should reduce costs associated with using Internet banking while providing more (perceived) benefits to customers; the importance of incorporating perceived value in Internet banking adoption model(s) is also demonstrated. The findings also confirm that perceived usefulness and perceived ease of use are important factors that determine the adoption of Internet banking by all categories of customers. Current users and non-users perceptions of their behavioural control over using Internet banking contribute to their adoption of Internet banking, and such control perceptions are shaped by self-efficacy, perceived government support and technological support. Additionally, it is demonstrated that both current users and discontinued users perceived value and perceived service quality of Internet banking have positive associations with their satisfaction with Internet banking, which lead to their Internet banking adoption. Moreover, the findings reveal that current users are more likely to continue with Internet banking if they are affectively committed to their banks; they are less likely to continue with Internet banking if they are calculatively committed to their banks due to the costs associated with leaving the banks. These therefore indicate the importance of establishing high-quality customer-bank relationships and placing less strict switching cost barriers that impose less pressure on their existing customers. This research contributes to the Internet banking adoption literature by (i) identifying the important category of Internet banking discontinued users, apart from current users and non-users; and (ii) using two complementary conceptual models, which are grounded in different theoretical streams, to investigate the relevant adoption behaviour of all three categories of Internet banking customers. It hence delivers a comprehensive understanding of personal customers adoption of Internet banking in China.
44
Jaafar, Siti Nurafifah. "The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry." Thesis, University of Surrey, 2010. http://epubs.surrey.ac.uk/800042/.
45
French, Susan. "A portfolio of academic, therapeutic practice and research work : including an exploration of the differences in beliefs, attitudes and behavioural intentions of two nursing staff groups towards clients who deliberately self-harm, working within an accide." Thesis, University of Surrey, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.367686.
46
Santos, Vasco Ribeiro dos. "Consumer behaviour in wine tourism: involvement, destination emotions and place attachment in the wine tourist behaviour during the Porto wine cellars visits context." Doctoral thesis, [s.n.], 2015. http://hdl.handle.net/10284/5366.
Анотація:
Tese apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Doutor em Ciências EmpresariaisThis study aims to contribute to the conceptual development of consumer behaviour in wine tourism area by bringing new discussion and empirical evidences. For this, a literature review of the main concepts was conducted in order to develop and support a conceptual model. This model was subsequently validated and empirically tested, and a hypothetical relationship between constructs was established: involvement (personal involvement and wine product involvement), destination emotions and place attachment (place identity and place dependence). This is, so far, the first study that analyses the combined interaction of all these constructs. This research was undertaken in the framework of wine tourism, namely the measurement of the wine tourist behavior after visiting the Porto wine cellars. Methodologically, the first chapter is a qualitative exploratory study that performed a content analysis on the key constructs (involvement and emotions), allowing a better understanding of how they can be defined, and the main dimensions underlying each one of them. The second chapter consisted of a conceptual approach, which focused on the clarification of the definition of wine tourism, and the wine tourist behaviour in particular. It also explored the possible relations between constructs (involvement, destination emotions, place attachment and behavioural intentions), postulating the key preposition that stems from their interaction. In the third chapter, a quantitative research was used, using a personal intercept survey in the Porto wine cellars to validate and to give empirical evidences about the behaviour of the Porto wine cellar visitor. The multilevel analysis of the proposed structural model was made using the SmartPLS software, allowing the confirmation of all the proposed hypotheses. In the first chapter, the findings provided a theoretical support of the relevance of involvement and emotions constructs in the field of tourism. The content analysis produced insights based on concepts and definitions of these two constructs on a more holistic perspective. In the second chapter, the findings sustain the special interest in consumer behaviour in wine tourism, and it stated a set of five prepositions, where the main constructs are interlinked. In the third chapter, the empirical results indicated that wine tourists’ personal involvement and their wine product involvement have a significant influence (and a direct effect) on destination emotions and place attachment, driving their behavioural intentions. The study had direct implications (analysis and evaluation of the wine tourist travel behaviour and wine tourist profile) for the Porto wine cellars. The results led to practical implications and suggestions for wine tourism managers. Este estudo tem como propósito contribuir para o desenvolvimento conceptual do comportamento do consumidor na área do enoturismo, contribuindo com uma nova discussão e evidências empíricas. Foi realizada uma revisão da literatura sobre os principais construtos, a fim de desenvolver e apoiar um modelo conceptual. Este modelo foi posteriormente validado e testado empiricamente, e foi estabelecida uma relação hipotética entre os construtos: envolvimento (envolvimento pessoal e envolvimento com o produto vinho), as emoções do destino e apego ao lugar (identidade do lugar e dependência do lugar). Até agora, este é o primeiro estudo que analisa a interação combinada de todos estes construtos. Esta pesquisa foi realizada no âmbito do enoturismo, ou seja, a medição do comportamento do enoturista após visitar as caves do vinho do Porto. Relativamente à metodologia aplicada, o primeiro capítulo é um estudo qualitativo exploratório que resultou numa análise de conteúdo sobre os construtos chave (envolvimento e emoções), permitindo uma melhor compreensão de como eles podem ser definidos, e as principais dimensões subjacentes a cada um deles. O segundo capítulo consistiu numa abordagem conceptual que incidiu sobre a clarificação da definição de enoturismo, e o comportamento do enoturista em particular. Este capítulo também explorou as possíveis relações entre os construtos (envolvimento, emoções do destino, apego ao lugar e intenções comportamentais), que determinam a preposição chave que decorre de sua interação. No terceiro capítulo, uma pesquisa quantitativa, foi utilizado um questionário estruturado nas caves do vinho do Porto, para validar e dar evidências empíricas sobre o comportamento do visitante nas caves do vinho do Porto. Foi realizada a análise multivariada do modelo estrutural proposto, utilizando o software SmartPLS, que permitiu a confirmação de todas as hipóteses propostas. No primeiro capítulo, os resultados forneceram um suporte teórico da relevância dos construtos do envolvimento e das emoções na área do turismo. A análise de conteúdo produziu perceções com base em conceitos e definições destes dois construtos, numa perspetiva mais holística. No segundo capítulo, os resultados sustentam o especial interesse no comportamento do consumidor no enoturismo, e foi apresentado um conjunto de 5 preposições, onde os principais construtos são interligados. No terceiro capítulo, os resultados empíricos indicam que o envolvimento pessoal dos enoturistas e o seu envolvimento com o produto vinho têm uma influência significativa (e um efeito direto) sobre as emoções do destino e o apego ao lugar, impulsionando as suas intenções comportamentais. O estudo teve implicações diretas (análise e avaliação do comportamento de viagem do enoturista e perfil do enoturista) para as caves do vinho do Porto. Os resultados levaram a implicações práticas e sugestões para os gestores de enoturismo. Cette étude a pour but contribuer pour le développement conceptuel du comportement du consommateur en oenotourisme, apportant une nouvelle discussion et des évidences empiriques. Il a été faite une révision de la littérature à propos des principaux concepts, a fin de développer et soutenir un modèle conceptuel. Ce modèle a été ensuite validé et testé empiriquement, et il a été établi un rapport hypothétique entre les concepts : engagement (engagement personnel et engagement avec le produit vin), émotions du destin, attachement à l’endroit (identité et dépendance de l’endroit). Celle-ci c’est, jusqu`à présent, la première étude qui analyse l’interaction combinée des tous ces concepts. Cette recherche a été réalisée dans le cadre de l’oenotourisme, ça veut dire le mesurage du comportement de l’oenotouriste après visiter les caves du vin Porto. Méthodologiquement le premier chapitre c’est une étude qualitative exploratoire qui a réalisé une analyse du contenu sur les concepts clé (engagement et émotions), en permettant une meilleure compréhension de la façon dont ils peuvent être définis, ainsi que les dimensions principales inhérentes à chacun d’eux. Le second chapitre a consisté dans une approche conceptuelle qui portait sur la précision de la définition de l’oenotourisme, et le comportement de l’oenotouriste en particulier. Ce chapitre a aussi exploité les éventuels rapports entre les concepts (engagement, émotions du destin, attachement à l’endroit et intentions comportementales) qui postulent la préposition clé qui découle de son interaction. Dans le troisième chapitre, une recherche quantitative, il a été utilisé un questionnaire structuré dans les caves du vin Porto, a fin de valider et de donner des évidences empiriques sur le comportement du visiteur dans les caves du vin Porto. Il a été réalisé l’analyse multifactorielle du modèle structurel proposé, en utilisant le software SmartPLS qui a permis la confirmation de toutes les hypothèses proposées. Dans le premier article, les résultats ont fourni un soutien théorique de la pertinence des concepts de l’engagement et des émotions dans le domaine du tourisme. L’analyse du contenu a produit des perceptions ayant comme base des conceptions et définitions de ces deux concepts, dans un point de vue plus holistique. Dans le second article, les résultats soutiennent le spécial intérêt dans le comportement du consommateur dans l’oenotourisme, et il a été présenté un ensemble de 5 prépositions, où les principales constructions sont interconnectées. Dans le troisième article, les résultats empiriques indiquent que l’engagement avec le produit vin ont une influence significative (et un effet direct) sur les émotions du destin et l’attachement à l’endroit, en poussant ses intentions comportementales. L’étude a eu des implications directes (analyse et évaluation du comportement de voyage de l’oenotouriste et profil de l’oenotouriste) pour les caves du vin Porto. Les résultats ont amené à des implications pratiques et suggestions pour les gestionnaires de l’oenotourisme.
47
Vieira, Catarina Augusto Pires. "Motivações rurais, autenticidade e intenções comportamentais dos turistas." Master's thesis, Instituto Superior de Economia e Gestão, 2021. http://hdl.handle.net/10400.5/23353.
Анотація:
Mestrado Bolonha em MarketingO desafio é desenvolver estratégias que criem perceções positivas aos turistas, induzindo estímulos para revisitar e recomendar destinos turísticos rurais, contribuindo para a sustentabilidade do mundo rural, para a estabilidade e bem-estar pessoal das comunidades de receção e dos turistas e para a maior coesão territorial. A realização deste desafio alcança-se pela valorização da autenticidade dos destinos rurais. O objetivo da presente dissertação consiste em desenvolver um modelo explicativo da influência da autenticidade existencial nas intenções comportamentais, sendo a autenticidade proposta como um construto mediador na relação entre motivações turísticas rurais e intenções comportamentais. Esta dissertação teve uma abordagem quantitativa, com base na aplicação de um inquérito por questionário a uma amostra não probabilística por conveniência de 399 inquiridos. De acordo com os objetivos propostos, utilizou-se o Modelo de Equações Estruturais com estimação PLS (Partial Least Squares) e foi possível confirmar a importância da autenticidade existencial nas intenções em revisitar e recomendar destinos rurais. Concluiu-se, à posteriori, que a autenticidade existencial desempenha um papel mediador entre motivações turísticas e intenções, mas apenas se aplica aos turistas que são motivados pela busca do relaxamento e da aprendizagem.
The proposed challenge is to develop strategies which create positive impressions in tourists, inducing stimuli so that they may wish to return to touristic rural destinations, as well as recommend them. This will contribute to the sustainability of the rural world, to its stability, and to the personal wellbeing of its hosting communities, which in turn uplifts tourist experience and territorial cohesion. This challenge may be approached by giving increased emphasis to the authenticity of rural destinations. The objective of this dissertation consists in developing a model that explains the influence of existential authenticity in behavioural intentions, considering that authenticity can be defined as a mediating construct in the relationship between rural touristic motivations and behavioural intentions. This dissertation sought a quantitative approach, based on the application of a survey, or questionnaire, to a non-probabilistic sample of 399 respondents. In accordance with the proposed objectives, a Structural Equations estimation Model with the PLS (Partial Least Squares) approach was used, and it was possible to confirm the importance of existential authenticity in the intentions of revisiting and recommending rural destinations. It was concluded, a posteriori, that existential authenticity portrays a mediating role between touristic motivations and intentions, but only in tourists who are motivated by the desire for relaxation and learning.
info:eu-repo/semantics/publishedVersion
48
Öhman, Niclas. "Considering intentions /." Stockholm : Economic Research Institute, Stockholm School of Economics (EFI), 2010. http://www2.hhs.se/efi/summary/816.htm.
49
Bimpli, Iva. "Investigating Ethical Decision Making in Marketing Research: An Exploratory Study Towards the Interaction of Different Moral Agents in Marketing Research." Thesis, University of Bradford, 2015. http://hdl.handle.net/10454/14401.
50
Efune, Nanette. "Effects of employees’ personal social media behaviour on corporate reputation and behavioural intention : the moderating role of ethical position." Diss., University of Pretoria, 2019. http://hdl.handle.net/2263/76037.
Анотація:
This study examined the effects and risk of employee personal social media behaviour on corporate reputation, and the subsequent changing of consumer behavioural intention (CBI) in the banking industry. Additionally, this study also determined whether the ethical position, i.e idealistic views or relativistic views, moderates the consumer perception of the corporate reputation due to a personal social media post of an employee. This study was conducted using the Stimulus-Organism-Response model as a theoretical grounding. The research design was a single factor between subject experimental design, with a treatment and control group which were allocated to scenarios depicting an employee’s personal social media post. The analysis revealed that employee personal social media behaviour does affect consumer perception of the corporate reputation, and futhermore changes the CBI. However, the moderation analysis revealed that a consumer’s ethical position has no effect on their perception of the corporate reputation based on the employee’s personal social media behaviour. The findings offer recommendations to managers going forward.Mini Dissertation (MBA)--University of Pretoria, 2019.
pt2020
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted