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Senin, 06 Juni 2011

The Relevance of the Quality Construct to Wine Consumption

by : Steve Charters & Simone Pettigrew
Published : European Advances in Consumer Research. Volume 7, © 2006

ABSTRACT
This study focused on consumers’ difficulties with the concept of quality using the example of wine quality. The research was carried out because previous academic perspectives on quality have focused on the conceptual problems faced by researchers, rather than concentrating on the difficulties consumers may have with the idea of quality. Informants reported that dealing with quality in an aesthetic product like wine is complex, partly due to the abstract nature of the product, partly because of the focus required during engagement, and partly because of the difficulty of verbalising that engagement.

INTRODUCTION
This study focused on the difficulty drinkers can experience with the concept of quality using the example of wine quality. Quality is a term which is used almost daily by both marketers and consumers. The concept is an important issue within the field of consumer behaviour, with much discussion focused on trying to explain its nature and scope (Holbrook and Corfman 1985, Zeithaml 1988, Sweeney and Soutar 1995, Steenkamp 1990). Although consumer researchers acknowledge the problem of determining precisely what product quality is from an academic perspective, they appear to pay less attention to the dilemmas faced by consumers in defining the concept. This article is an attempt to redress this imbalance by exploring consumers’ understanding of the concept of quality in wine.
Using the Term Quality Marketing academics have readily acknowledged that quality is difficult to define (Steenkamp 1990, Zeithaml 1988, Sweeney and Soutar 1995, Holbrook 1999). It seems that the confusion arising from varying interpretations of the term have led researchers to focus less on the nature of quality itself and more on its relationship to other variables. Where quality is addressed, the main emphasis of marketing researchers has been to try to categorise and define quality in an academic sense, rather than focus on the problems consumers face in . . . . . (baca_selengkapnya )

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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ASSESSING ACTUAL SERVICE PERFORMANCE: INCONGRUITIES BETWEEN EXPECTATION AND EVALUATION CRITERIAM

by : Valerie A. Taylor & Anthony D. Miyazaki
Published : Advances in Consumer Research Volume 22, 1995 Page 599-605

ABSTRACT

A key link in both service quality and service satisfaction models is the link between the actual service and the perceived service. However, this link, which is particularly critical for services that are high in credence qualities, is often weak and has received limited attention in the marketing and consumer behavior literature. The processes involved in forming expectations and evaluations for such services are considered in this paper and particular incongruities are illustrated. The authors then present propositions which examine the process by which consumers may evaluate services high in credence attributes and discuss consumer and marketer implications of the discussed incongruities.

INTRODUCTION

Significant advances are being made concerning satisfaction and quality perceptions for services. However, a key link in the service quality model has received limited attention: the link between the actual service and the perceived service, particularly regarding services high in credence attributes (i.e., those that cannot be easily evaluated by consumers without consulting expert opinion [Steenkamp 1990]). Because many consumers are not able to appropriately evaluate services high in credence attributes (e.g., auto repair, technical services, medical procedures), there are concerns regarding consumer fraud. Specifically, the opportunity exists for service providers to misrepresent services that are needed or performed, which ultimately might result in monetary and other types of losses to consumers and loss of consumer confidence toward the companies or industries involved. (Additionally, consumer inability to appropriately evaluate services high in credence attributes might alternatively work against the service provider. In this situation, rather than consumer fraud, the concern is that consumers may perceive the service more negatively than deserved.)

Consequently, an understanding of the . . . . . .(Read More)

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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