Search Results (50)

In today’s competitive environment of online service industries, particularly e-commerce, meeting consumer expectations is essential for service providers to ensure service quality. However, service failures are unavoidable, leading to unfavorable consequences for businesses. Understanding the mechanisms for customer recovery after negative service experiences is crucial. Using cognitive–emotional personality systems theory and benign violation theory, this study constructed a theoretical model. A total of 351 samples were collected through a situational simulation experiment for a linear regression analysis. A self-mocking response strategy positively influenced brand trust through perceived brand authenticity regarding the dimensions of credibility, integrity, and symbolism. Simultaneously, brand trust was identified as a key driver of post-recovery satisfaction. This study proposes a chain mediation model, which incorporates perceived authenticity and brand trust, to fully comprehend the mechanisms underlying consumers’ satisfaction after service recovery. Our findings provide empirical evidence for the effects of self-mockery on post-recovery satisfaction, as well as suggestions for marketers seeking efficient means to meet consumers’ emotional and cognitive demands during service recovery situations. Full article

Accurate detection of surface defects such as wear, cracks, and flaws in metallic components is critical for equipment reliability and longevity, representing a core challenge in surface integrity engineering. To solve the information loss, low estimation accuracy and poor noise immunity associated with Multiscale Dispersion Entropy (MDE) are utilized to address the sensitivity to parameter selection and overfitting susceptibility of the Least Squares Twin Support Vector Machines (LSTSVM). A brand new fault diagnosis method which combined Time Shift Multiscale Ensemble Fuzzy Dispersion Entropy (TSMEFuDE) with binary tree LSTSVM (BT LSTSVM) was proposed. Firstly, a time shift method based on Higuchi Fractal Dimension was introduced to TSMEFuDE, resolving the continuity loss between coarse-grained levels. Second, four mapping techniques, linear, NCDF, tansig and logsig, are introduced. This synergetic combination of each advantage results in the improvement of entropy output stability. Furthermore, triangular and trapezoidal membership functions are incorporated into dispersion patterns and abolished in the round function, therefore enhancing the boundaries between the classes after signal mapping to discrete classes. Lastly, the proposed BT LSTSVM algorithm decomposes the multi-classification problem to a binary classification problem, which promotes the robustness of the algorithm. Simulation experiments maintain that TSMEFuDE has stronger adaptability, higher stability, and better noise resistance. In the fault diagnosis experiment, when compared to the Multiscale Fuzzy Dispersion Entropy (MFuDE) combined with the BT TSVM method, the TSMEFuDE combined with BT LSTSVM method improved the accuracy of bearing fault diagnosis by 5.65% and 2.82%. Full article

Cosmetics companies are increasingly integrating augmented reality and artificial intelligence technologies into products and services referred to as beauty tech; consumer perceptions of these solutions, however, remain understudied. Data generated via an online survey are implemented in a stimulus–organism–response framework, deduced from the beauty tech literature. Thereupon, the study identifies how interactivity, informativeness, personalization, and service quality of digital and physical beauty tech solutions for home use affect utilitarian and hedonistic values and the perceived risk factors among consumers. Via customer satisfaction, the effect of the value perception on the purchase intention and loyalty is considered. Results hint at strong effects of characteristics of the services and applications on the utilitarian and the hedonistic dimension of customer experience, which in turn strongly influence customer satisfaction. Perceived risk factors play only a marginal role. Only regarding the tested physical product does higher service quality add to the customer experience. Customer satisfaction in turn results in positive brand perception across different stages of the customer journey and leads to a higher purchase intention, positive brand advocacy, and a higher re-purchase intention. Consequently, well-designed solutions can generate higher customer satisfaction and loyalty on multiple stages along the customer journey. Full article

Generation Z is emerging as a powerful force in shaping global consumer behavior, particularly in the market of digital and technological products. This study examines how specific branding dimensions, such as online brand experience, engagement, image, trust, loyalty, awareness, behavioral intention, and brand knowledge, influence Gen Z’s purchase intention, emphasizing sustainable consumption. Sustainable consumption, in this context, refers to the preference for tech products that minimize the environmental impact through eco-friendly design, energy efficiency, and responsible sourcing. Using a quantitative approach, this cross-sectional research explores the effects of online brand experience, engagement, image, trust, loyalty, awareness, behavioral intention, and knowledge on purchasing newly launched technological products that align with sustainability. Data were collected from a Gen Z sample using a combination of convenience and systematic sampling, and multiple regression analysis identified the most significant predictors of purchase intention. The results indicate that online brand experience, brand image, brand trust, and brand loyalty play the most crucial roles, having a greater effects on Gen Z’s purchase intention, while brand awareness and knowledge also contribute. However, brand engagement and behavioral intention have weaker effects. These findings suggest that brands targeting Gen Z should prioritize building a strong, trustworthy, and engaging online presence while highlighting their sustainability efforts, and when Gen Z consumers have favorable digital interactions with a brand, perceive its image positively, trust it, and feel loyal to it, they are more likely to consider purchasing its sustainable offerings. This study enhances the understanding of Gen Z’s consumer behavior and offers insights for businesses seeking to foster sustainable consumption by highlighting the importance of developing marketing strategies that strengthen online brand experience, cultivate trust and loyalty, and clearly communicate sustainability values, such as through engaging digital content, transparent messaging, and eco-conscious branding, to effectively foster sustainable consumption among this environmentally conscious and digitally driven generation. Full article

The current context underscores the growing importance of online formats, prompting managers to focus on creating positive online experiences. This qualitative study examines seven types of online Airbnb experiences using a grounded theory approach and data triangulation. Our findings extend the six-dimensional brand experience scale, including sensory, affective, behavioral, and intellectual, as well as the additions of interactive and social dimensions, by identifying three new dimensions in Airbnb’s online experiences: mystical, spatio-temporal, and physical. The results suggest that, while these dimensions are present across different types of positive online Airbnb experiences, there are variations depending on the type of experience. Certain experiences, such as entertainment-focused ones, may ensure higher satisfaction and engagement by incorporating a broader range of these dimensions. Full article

This study investigates how a consistent brand identity across multiple channels influences customer experiences and relationship development in South Korean retailers’ omnichannel strategies. To address the fundamental challenge of balancing brand consistency with channel-specific customization, we developed a comprehensive omnichannel identity framework through rigorous measurement development and factor analysis. This framework comprises three empirically validated dimensions: trendiness, reliability, and usability. Data collected from 994 customers of two leading South Korean retailers were analyzed using structural equation modeling, revealing that these omnichannel identity dimensions exert differential influences on cognitive and affective brand experiences, which subsequently mediate the development of customer–brand relationships. Notably, the results demonstrated significant variance in the impact of identity components between retailers—trendiness and reliability emerged as primary drivers of brand experiences for Retailer A, while usability constituted the dominant factor for Retailer B. This study contributes to sustainable retail theory by empirically validating the multidimensional conceptualization of omnichannel identity and its selective influence on customer perceptions within an environmental responsibility context. The findings provide strategic guidance for retailers seeking to develop distinctive brand identities across channels in the highly digitalized South Korean consumer market, ultimately enhancing brand equity and sustainability performance through stronger customer–brand relationships that promote environmentally conscious consumption behaviors. Full article

With the rise of virtual idols in marketing, especially in collectivist cultures, their impact on consumer behavior warrants further exploration. This study applies social identity theory, flow theory, and the SOR model to examine how collectivism and virtual idol characteristics (external characteristics, content features, and homophily) influence Chinese consumers’ purchase intentions through parasocial interaction (PSI) and flow experience. A survey of 496 respondents, analyzed via structural equation modeling (SEM), shows that collectivism and virtual idol characteristics positively affect PSI, with homophily having the strongest impact. PSI enhances flow experience, and both PSI and flow experience drive purchase intention. PSI and flow experience serve as dual mediators in the model. This study advances research by empirically validating collectivism’s role in PSI, differentiating virtual idol characteristics, and modeling dual mediation. The key contributions of this study are as follows: (1) treating culture as an independent variable to empirically examine its impact on psychological mechanisms, and (2) deconstructing virtual idol characteristics into three dimensions—external, content, and homophily—to reveal their distinct influence on consumer psychology. Findings offer strategic insights for brands, recommending a dual-track approach integrating cultural adaptation and feature design to enhance consumer engagement and purchasing behavior. Full article

From the perspective of social media data, this study investigates the coupling relationship between tourists’ spatial perception and tourism image in traditional old urban areas. Using Nanxun Ancient Town as a case study, this paper reveals the interaction and mutual influence between tourists’ perception of space and tourism image in the development of traditional ancient town tourism. We employed Python 3.13.0 to gather 10,789 valuable comments from tourists from Dianping 11.35.3, Ctrip 8.78.4, and Mafengwo 11.2.6. Mini Tag Cloud software is used to analyze the text data, systematically classify the cognitive image of tourists, and identify negative emotional factors. This paper constructs a four-dimensional landscape spatial perception evaluation system centered on “high-frequency words”, “perceptual dimensions”, “semantic networks”, and “emotional tendencies”. The key findings are as follows: (1) Tourists’ spatial perception exhibits pronounced characteristics of subjective preference and emotional attachment influenced by emotional factors. Overall, tourists exhibited positive emotional perceptions, with 59.51% positive emotions, 21.16% neutral emotions, and 19.33% negative emotions. (2) The perception of Nanxun Ancient Town’s tourism image can be summarized into four dimensions. Here are the dimensions in order of how important they are: historical culture and folk heritage (34.18%), perceptions of natural landscape and architectural style (31.03%), perceptions of tourism services and facilities (18.37%), and psychological identity and emotional interaction (16.42%). (3) Tourism image reciprocally influences tourists’ spatial perception. A positive tourism image is anticipated to encourage tourists to explore the spatial details of the ancient town more deeply, enhancing their positive spatial perception and experience. There exists a coupling relationship between tourists’ spatial perception and tourism image. (4) Key aspects of tourists’ perception of Nanxun Ancient Town include its historical and cultural significance, as well as commercialization. Future studies could focus on tourists’ spatial perception and tourism destination brand image building, and tourism policy makers should pay attention to tourists’ perception of Nanxun Ancient Town’s history, culture and commercialization, and use the coupling of the two to improve development and service policies. Full article

The transition of global agriculture from yield-driven production to quality-driven systems has gained urgency, where premium pricing strategies offer pathways to enhance farmer incomes and promote sustainable practices. As a critical staple crop, rice exemplifies the challenges of aligning producer standards with consumer preferences to realize market premiums. This study systematically evaluates determinants of consumers’ willingness to pay (WTP) for premium rice, integrating analyses of attribute preferences, cognition perception, and purchasing experience. Utilizing survey data from 1714 consumers across four Chinese cities, we employ principal component analysis to identify key quality dimensions and ordered logit models to quantify their impacts. Hedonic pricing theory informs the estimation of implicit prices for specific attributes. The results reveal that intrinsic characteristics (like nutrition) and extrinsic cues (like the brand), along with consumers’ nutritional awareness, knowledge, and perceptions of quality-price correlation, jointly drive premium WTP. The mean acceptable premium reaches 4.52 yuan/500 g, with nutritional attention enhancements commanding the highest valuation (0.171 yuan/500 g). The findings underscore the necessity of standardized quality grading systems aligned with consumer preferences and targeted interventions to bridge information asymmetries. Policymakers are recommended to improve supply-side quality signaling through enhanced packaging and certification systems while strengthening demand-side nutrition education to facilitate value chain coordination and sustainable, high-quality development in agriculture. Full article

Digital technologies represented by AR (Augmented Reality), VR (Virtual Reality), and digital twins, along with the expansion of metaverse platforms and digital marketing concepts, have attracted the attention of numerous sports fashion product consumers and brands, particularly in the category of sports shoes. Therefore, in the context of digital technologies, understanding the factors that affect consumer experience and the preferences in the online purchasing process of sports shoes is very important. This study employs Latent Dirichlet Allocation topic analysis to analyze 44,110 online user posts and comments from social platforms, extracting thematic elements of consumer experience needs for purchasing sports shoes online. The information obtained is further encoded and designed into a questionnaire, which is then utilized alongside the Kano model to analyze the overall preferences of consumer experience needs. The results indicate that webpage design and basic product information are considered as Must-be attributes for user experience needs; providing information on after-sales service policies and product comment, products’ special feature information, and online size testing are recognized as Performance attributes. Additionally, high-tech interaction methods, visual presentation, personalized customization, virtual try-on, apparel matching recommendations, and dressing scenario recommendations are identified as Attractive attributes. The study reveals that in the context of new digital technology development, the online shopping experience for sports shoes is enhanced across four dimensions: platform experience augmentation, product experience augmentation, user demand augmentation, and interactive experience augmentation. These four dimensions collectively constitute the holistic experience design for the online retail platform. Therefore, this research provides case references and theoretical insights for researchers and developers in the fields of brand marketing, experience design, and product service innovation. Full article

In the context of globalization, cross-cultural research is essential for understanding behaviors and values across different cultural backgrounds. The way audiences from diverse cultures interpret and accept film content significantly impacts the international dissemination and market performance of films. This study, grounded in Hofstede’s six cultural dimensions—power distance index (PDI), individualism vs. collectivism (IDV), uncertainty avoidance (UAI), masculinity vs. femininity (MAS), long-term vs. short-term orientation (LTO), and indulgence vs. restraint (IVR)—incorporates additional variables such as visual aesthetic appeal (VAA), narrative complexity (NCI), viewing motivation (VM), behavioral intentions (BIs), and brand loyalty (BL) to construct a multidimensional research framework. This framework aims to comprehensively examine the acceptance of American animated films among Chinese audiences and the cultural differences influencing such acceptance. Using structural equation modeling (SEM), this study analyzed the interrelationships between variables based on a sample of 507 participants with prior viewing experience. The findings reveal that different cultural dimensions significantly impact VM. PDI, UAI, and IDV exert significant negative influences on VM, with PDI being the most influential. Conversely, LTO and IVR do not demonstrate significant negative effects. In contrast, MAS, VAA, and NCI exhibit significant positive impacts on VM. Additionally, VM strongly influences audience acceptance, which, in turn, promotes the formation of BIs and repeated VM. This study extends the application of Hofstede’s cultural dimensions to the domain of cross-cultural media consumption, enriching the theoretical framework with additional dimensions and offering a novel perspective for cross-cultural research. Furthermore, the study uncovers the intricate interactions between cultural context and film content, proposing strategies to enhance the acceptance of cross-cultural films. These findings not only provide valuable insights for the production and marketing of animated films but also offer strategic guidance for filmmakers in diverse markets. Full article

Consumer experiences with cultural fashion for special events often involve heightened expectations, with satisfied customers typically demonstrating increased brand engagement and loyalty. Traditional cultural attire, such as the Chinese Qipao, is widely recognized as quintessential for expressing cultural identity and fashion sensibility, particularly for weddings and other significant life events. Understanding these consumer experiences is crucial for cultural fashion brands seeking to expand their customer base by strategically enhancing consumer satisfaction through providing innovative features. This study, which examines customer experiences with hybrid customized high-end Qipaos for weddings using the integrated customer value framework, seeks to identify value dimensions that lead to satisfied customers. LDA and thematic analyses reveal three predominant themes. Specifically, the theme of “style”, reflecting esthetic values, emerged as the most influential factor and drives customer satisfaction, favorable word of mouth, and referrals. The theme of “fit”, representing performance values, was identified as a basic product feature and functions as a dissatisfier that customers take for granted when customizing high-end traditional cultural attire. This study used a dictionary-based analysis to examine consumers’ price, service, and traditional element preferences. This study proposes a five-dimensional value framework for assessing the high-end expressive fashion customization processes and experiences from a customer value perspective. The findings theoretically expand consumer value theory within customized consumption and offer practical recommendations for e-commerce brands and customization enterprises, aiming to enhance customer satisfaction. Full article

This article delves into the landscape of the plant-based food industry, exploring innovative market entry strategies and their interplay with the evolving food market and shifting consumer preferences and lifestyles. Adopting a multidimensional approach, the study reflects diverse perspectives at play. Through a comparative analysis of strategic promotion and growth strategies employed by both innovative startups and established industry giants in the plant-based alternatives sector in Germany, the study aims to capture the challenges faced by the ‘newer’ wave of plant-based alternatives. This examination is particularly relevant for navigating the complexities of entering a competitive market. Striving to penetrate evolving consumer lifestyles, the study draws insightful comparisons with their “older” counterparts. In addition, through in-depth interviews with selected companies, the study investigates the entry methods of startups venturing into the German market, aiming to identify parallels and contrasts in market strategies with established brands. This provides valuable insights into innovation within the alternative food market. Furthermore, the study explores the process of brand “platformization” by scrutinizing the websites of the selected companies and analyzing customers’ online reviews of their brand experience. This comprehensive analysis unveils distinctive patterns in communication strategies, brand positioning, and consumer engagement, offering insights into the ways plant-based innovation shapes new, caring lifestyles. The main findings include a strong correlation among dimensions related to food quality, use, and taste, indicating a holistic approach to food consumption facilitated by online platforms. Full article

In the development of rural revitalization, the art intervention in rural cultural tourism has become a hot topic recently. With the advent of the new media era, it is particularly important to study the factors that affect the artistic value of environmental graphic design. This study proposes six dimensions of environmental graphic design for rural cultural tourism through literature analysis and experience summary, which are refined into 21 impact indicators. It is based on the case of the environmental graphic publicity of cultural tourism in Chongqing Nanshan Cattle Village, using the SBE beauty evaluation method to evaluate the influencing factors, while using the analytic hierarchy process (AHP) to measure each indicator. The consistency of the two evaluation methods verifies the feasibility of the influencing factors, and this study found the influence of visuality, cultural nature, artistic nature, interactivity, spatiality, and communicativeness on aesthetic value. Moreover, the core of environmental graphic design lies in information transmission, in which artistic nature occupies an important position, while cultural nature, although it has a relatively small weight in aesthetic value, cannot be ignored in social media communication. In terms of visual design, a reasonable layout of equipment significantly enhances visual appeal, while spatial adaptability is considered a key factor. This paper emphasizes the integration of art principles into design to promote sustainable development, while also pointing out that the identification of rural cultural symbols can enhance visitors’ cultural experience. In terms of interactivity, it is crucial to encourage visitors to actively participate and share their experiences, while communication emphasizes the important impact of exposure to rural scenes on brand communication. This research provides systematic theoretical support and practical guidance for the environmental graphic design of rural cultural tourism. Full article

This study addresses the significant social value of understanding consumer experiences in the coffee market, which is crucial for enhancing local economic sustainability and consumer satisfaction in the cities of Piura, Trujillo, and Chiclayo in Peru. The objective of this research was to evaluate the coffee consumption experience of 1190 consumers using structural equation modeling. Methodologically, a detailed survey was employed to capture various dimensions of consumer experience. The results revealed a strong positive effect of perceived quality on hedonic value (β = 0.776; p < 0.001), underscoring the importance of high sensory standards. Brand experiences significantly influenced quality beliefs (β = 0.399; p < 0.001) and perceived utility (β = 0.733; p < 0.001), though there was no direct connection with hedonic valuation, indicating the need for further analysis. The findings highlighted that hedonic value, associated with emotional satisfaction, predominates over utilitarian value in driving brand loyalty (β = 0.908 vs. β = 0.076; p < 0.001). This provides strategic insights into incorporating symbolic and experiential benefits in marketing. In conclusion, the study offers quantitative evidence on shaping consumer experiences in the coffee market by focusing on sensory quality and affective brand identity. Full article