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Примечания ; 81И

and Possible Behavioral Effects», in Melanie Wallendorf and Paul Anderson, eds., Advances in

Consumer Research, 14 (Provo, UT: Association for Consumer Research, 1987), 251-254.

Peter Doyle and Ian Fenwick, «How Store Image Affects Shopping Habits in Grocery

Chains», Journal of Retailing, 50 (Winter 1974/1975), 39-52.

Anna Mattila and Jochen Wirtz» Journal of Retailing, 77 (Summer 2001), 272-290.

For a review and analysis of music's usefulness to marketers, see Gordon C. Bruner II, «Music,

Mood, and Marketing», Journal of Marketing, 54 (October 1990), 94-104.

Richard Yalch and Eric Spangenberg, «Effects of Store Music on Shopping Behavior»,Jour-

nal of Consumer Marketing, 7 (Spring 1990), 55-63.

Ronald E. Milliman, «Using Background Music to Affect the Behavior of Supermarket

Shoppers», journal of Marketing, 46 (Summer 1982), 86-91.

Ronald E. Milliman, «The Influence of Background Music on the Behavior of Restaurant

Patrons», Journal of Consumer Research, 13 (September 1986), 286-289.

Joseph A. Bellizzi, Ayn E. Crowley, and Rondla W. Hasty, «The Effects of Color in Store

Design», Journal of Retailing, 59 (Spring 1983), 21-45.

Rick Brooks, «Alienating Customers Isn't Always a Bad Idea, Many Firms Discover», Wall

Street Journal (January 7, 1999), A1.A12.

V. Kumar and Robert P. Leone, «Measuring the Effect of Retail Store Promotions on Brand

and Store Substitution» JournalofMarketing Research, 25 (May 1988), 178-185; Gary E. McKin-

non, J. Patrick Kelly, and E. Doyle Robison, «Sales Effects of Point-of-Purchase In-Store Sign-

ing» Journal of Retailing, 57 (Summer 1981), 49-63; Arch G. Wood-side and Gerald L. Waddle,

«Sales Effects of In-Store Advertising» Journal of. Advertising Research, 15 (June 1975), 29-33.

Ymiko Ono, «Wobblers and Sidekicks Clutter Stores, Irk Retailers», Wall Street Journal

(September8, 1998), Bl, B4.

John A. Quelch and Kristina Cannon-Bon-ventre, «Better Marketing at the Point of Pur-

chase», Harvard Business Review, 61 (November/December 1983), 162-169.

Howard Schlossberg, «P-O-P Display Designer Wants to Keep Shoppers Shopping Long-

er», Marketing News (November 11,1991), 15.

As defined in Roger Blackwell and Tina Blackwell, Understanding Your Customer: Consum-

er Logistics, International Mass Retail Association (1998).

Michael K. Hui and John E. G. Bateson, «Perceived Control and the Effects of Crowding

and Consumer Choice on the Service Experience» Journal of Consumer Research, 18 (Septem-

ber 1991), 174-184.

Julie Baker and Michaelle Cameron, «The Effects of the Service Environment on Affect

and Consumer Perception of Waiting Time: An Integrative Review and Research Proposition»,

Journal of the Academy of Marketing Science, 24 (Summer 1996), 338-349.

Benedict Dellaert, Theo Arentze, Michel Bierlaire, Aloys Borgers, and Harry Timmermans,

«Investigating Consumers' Tendency to Combine Multiple Shopping Purposes and Destina-

tions», Journal of Marketing Research, 35 (May 1998).

Roger D. Blackwell and Wayne Talarzyk, «Lifestyle Retailing: Competitive Strategies for

the 1980"s» Journal of Retailing, 59 (Winter 1983), 7-27.

Frederick E. Webster, «Understanding the Relationships among Brands, Consumers and

Resellers» Journal of the Academy of Marketing Science, 28 (Winter 2000), 17-23.

The Changing Face of Retail», The Retailer (Winter 1994), 6-15.

See, for example, Peterson and Albaum, «Nonstore Retailing in the United States», Inter-

national Academic Symposium on Nonstore Retailing, Berlin, Germany, September, 1993; Martin

P. Block and Tamara S. Brezen, «A Profile of the New In-Home Shopper», in Rebecca Holman,

ed., Proceedings of the 1991 Conference of the American Academy of Advertising (New York:

Rebecca H. Holman, D'Arcy Masius Benton & Bowles, Inc., 1991), 169-173; Paul I. Edwards,

«Home Shopping Boom Forecast in Study», Advertising Age (December 15, 1986), 88.

29 Зак 938

882 Примечания

Erin White, «Ding-Dong, Avon Calling (on the Web, Not Your Door)», Wall Street Jour-

nal (December 28, 1999), B4.

4bid.

«Behavior and Attitudes of Telephone Shoppers», Direct Marketing (September 1987), 50.

Riccardo A. Davis, «QVC Clicks for Kodak Cameras*, Advertising Age (January 17,1994), 17.

Kevin J. Delaney, «Where the E in E-Shopping Stands for "Extreme,"« We// Street Jour-

nal (October 14,1999), Biff; and company websites, www.printemps ir and www.webcamer.com.

Ann Schlosser, David Mick, and John Deighton, « Experiencing Products in the Virtual

World: The Role of Goal and Imagery in Influencing Attitudes versus Purchase Intentions»,

journal of Consumer Research, 30 (September 2003), 184-199.

This conceptual framework is developed originally in Justin Voss and Roger Blackwell,

«Markets for Leisure Time», in Mary Jane Slinger, ed., Advances in Consumer Research (Chica-

go: Association for Consumer Research, 1975), 837-845; and Justin Voss and Roger Blackwell,

«The Role of Time Resources in Consumer Behavior», in О. С Ferrel, Stephen Brown, and

Charles Lamb.eds., Conceptual and Theoretical Developments in Marketing (Chicago: American

Marketing Association, 1979), 296-311.

'"Justin Voss, «The Definition of Leisure», Journal of Economic Issues, 1 (June 1967), 91-106.

Howard Marmorstein, Dhruv Grewal, and Raymond P. H. Fishe, «The Value of Time Spent

in Price-Comparison Shopping: Survey and Experimental Evidence», Journal of Consumer Re-

search, 19 (June 1992), 52-61.

June Cotte, S. Ratneshwar, and David Mick, «The Times of Their Lives: Phenomenological

and Metaphorical Characteristics of Consumer Timestyles», Journal of Consumer Research, 31

(September 2004), 333-346.

Rajneesh Suri, Kent Monroe, David Mick, and William Bearden, «The Effects of Time

Constraints on Consumers'Judgments of Prices and Products», Journal of Consumer Research,

30 Qune 2003), 92-105.

Douglass K. Hawes, W. Wayne Talarzyk, and Roger D. Blackwell, «Consumer Satisfaction

from Leisure Time Pursuits», in Slinger, Advances, 822.

"Carol Felker Kaufman, Paul M. Lane, and Jay D. Lindquist, «Exploring More than 24 Hours

a Day: A Preliminary Investigation of Polychronic Time Use», Journal of Consumer Research,

18 (December 1991), 392-401.

Aida N. Rizkalla, «Consumer Temporal Orientation and Shopping Behavior: The Case of

Harried vs. Relaxed Consumers», in Robert L. King, ed., Retailing: Its Present and Future, 4

(Charleston, SC: Academy of Marketing Science, 1988), 230-235.

Scott B. MacKenzie, «The Role of Attention in Mediating the Effect of Advertising on

Attribute Importance», Journal of Consumer Research, 13 (September 1986), 174-195.

James R. Bettman, «Issues in Designing Consumer Information Environments»,/ouraa/o/

Consumer Research, 2 (December 1975), 169-177.

JacobJacoby, Donald Speller, and Carol Kohn Berning, «Brand Choice Behavior as a Func-

tion of Information Load» Journal of Marketing Research, 11 (February 1974), 63-69.

Jacob Jacoby, Donald Speller, and Carol Kohn Berning, «Brand Choice Behavior as a Func-

tion of Information Load: Replication and Extension», Journal of Consumer Research, 1 (June

1974), 33-42; J. Edward Russo, «More Information Is Better: A Reevaluation of Jacoby, Speller,

and Kohn»,/o«ma/ of Consumer Research, 11 (November 1974), 467-468; William L. Wilkie,

«Analysis of Effects of Information Load» JournalofMarketing Research, 11 (November 1974),462-

466; Jacob Jacoby, Donald E. Speller, and Carol A. K. Beming, «Constructive Criticism and Pro-

grammatic Research: Reply to Russo» Journal of Consumer Research, 1 (September 1975), 154-

156; Jacob Jacoby, «Information Load and Decision Quality: Some Contested Issues» Journal of

Marketing Research, 15 (November 1977), 569-573. Also see Debora L. Scammon, «Information

Load and Consumers» Journal of Consumer Research, 4 (December 1977), 148-155; Naresh K.

Примечания 883

Malhotra, «Information Load and Consumer Decision Making», Journal of Consumer Research, 8

(March 1982), 419-430; Naresh K. Malhotra, Arun K.Jain, and Stephen W. Lagakos, «The Infor-

mation Overload Controversy: An Alternative Viewpomt»,Journal of Marketing, 46 (Spring 1982),

27-37; Naresh K. Malhotra, «Reflections on the Information Overload Paradigm in Consumer

Decision Making», Journal of Consumer Research, 10 (March 1984), 436-440.

Jacob Jacoby, «Perspectives on Information Overload», Journal of Consumer Research, 10

(March 1984), 432-435.

Kevin Lane Keller and Richard Staelin, «Effects of Quality and Quantity of Information

on Decision Effectiveness», Journal of Consumer Research, 14 (September 1987), 200-213.

This section is based on Roger D. Blackwell, «Integrated Marketing Communications», in

Gary L. Frazier and Jagdish N. Sheth, eds., Contemporary Views on Marketing Practice (Lexing-

ton, MA: Lexington Books, 1987), 237-250.

Marnik G. Dekimpe and Dominique M. Hanssens, «Sustained Spending and Persistent

Response: A New Look at Long-Term Marketing Profitability», Journal of Marketing Research,

36 (November 1999), 397-412.

Florian Zettelmeyer, «Expanding to the Internet: Pricing and Communication Strategies When

Firms Compete on Multiple Cha.nne\s»Journal of Marketing Research, 37 (August 2000), 292-309.

Глава 6

Yumiko Ono, «Pharmacia Bets New Rogaine Grows Sales», Wall Street Journal (August 4,

1997), B6.

Gregg Fields, «Vessels Revamp Cruise Industry», Miami Herald (November 12, 1999), Cl.

Robert P. Libbon, «How Popular Is Wine These Days?» American Demographics (Septem-

ber 1999), 25.

Elizabeth Jensen, «Champagne Makers Are Hoping Chardonnay Adds Fizz to Sales»,

WallStreetJoumal(March 21, 1997), BS.

Lauran Neergaard, «Research Finds Internal Clock Important in Drug Effectiveness,

Health», Miami Herald (May 1, 1999), All.

MarikaLynch, «Keys Might Be Losing Allure», Miami Herald (January 31,1997), Al.

Brian Wansink, S. Adam Brasel, and Steven Amjad, «The Mystery of the Cabinet Cast-

away: Why We Buy Products We Never Use», Journal of Family and Consumer Sciences, 92

(2000), 104-107.

Ibid.

Kevin T. Higgins, «Beer Importers Upbeat about Future, Despite Warning Signs», Mar-

ketingNews (October 25, 1985), Iff.

Fred Tasker, «Raise a Glass: America Soaks up the Vino», Miami Herald (February 24,

2005), A1,A24.

Michelle Locke, «Top Wines Uncorked», Miami Herald Qune 25, 2004), Cl.

Ibid.

Judith Weinraub, «Breakfast! The Drive-Through Phenomenon», Miami Herald (Febru-

ary 6, 1997), El, E3.

Paula Mergenhagen, «How "got milk?" Got Sales», Marketing Tools (September 1996), 4-7.

Brian Wansink and Michael L. Ray, «Advertising Strategies to Increase Usage Frequen-

cy», Journal of Marketing, 60 (January 1996), 31-46.

Ibid. For additional research examining usage expansion advertising, see Brian Wansink,

«Advertising's Impact on Category Substitution», Journal of Marketing Research, 31 (Novem-

ber 1994), 505-515.

Brian Wansink and Koert van Ittersum, «Bottoms Up! The Influence of Elongation on Pour-

ing and Consumption Volume», Journal of Consumer Research, 30 (December 2003), 455-463.

884 Примечания

Priya Raghubir and Aradna Krishna, «Vital Dimensions in Volume Perception: Can the

Eye Fool the Stomach?» Journal of Marketing Research, 36 (August 1999), 313-326.

Valerie S. Folkes, Ingrid M. Martin, and Kamal Gupta, «When to Say When: Effects of

Supply on Usage» Journal of Consumer Research, 22 (December 1993), 296-304.

Pierre Chandon and Brian Wansink, «When Are Stockpiled Products Consumed Faster?

A Convenience-Salience Framework of Postpurchase Consumption Incidence and Quantity»,

Journal of Marketing Research, 39 (2002), 321-335. Also see Brian Wansink and Rohit Desh-

pande, «Out of Sight, Out of Mind: Pantry Stockpiling and Brand Usage Frequency», Market-

ing Letters, 5 (1994), 91-100.

Margaret Webb Pressler, «Use of Coupons Cuts Both Ways», www.washingtonpost .com

(September 12, 2004).

Ibid.

Libbon, «How Popular Is Wine These Days?»

Mergenhagen, «How "got milk?" Got Sales».

For research examining the relative effectiveness of alternative advertising strategies for

enhancing product usage, see Wansink and Ray, «Advertising Strategies to Increase Usage Fre-

quency».

Jensen, «Champagne Makers Are Hoping Chardonnay Adds Fizz to Sales».

Emily Nelson, «Camera Makers Focus on Tiny and Cute», Wall Street Journal (March 14,

1997), Bl.

Brian Wansink, «Can Package Size Accelerate Usage Volume?» Journal of Marketing, 60

(July 1996), 1-14.

Ibid.

B. Wansink and S. B. Park, «At the Movies: How External Cues and Perceived Taste Im-

pact Consumption Volume», Food Quality and Preference, 12 (2001), 69-74.

Barbara E. Kahn and Brian Wansink, «The Influence of Assortment Structure on Per-

ceived Variety and Consumption Quantities», Journal of Consumer Research, 30 (March 2004),

519-533.

James E. Painter, Brian Wansink, and Julie B. Hieggelke, «How Visibility and Convenience

Influence Candy Consumption», Appetite, 38 (2002), 237-238.

«Study on Eating Habits Is Upbeat, but Some Are Wary of the Results», Wall Street Jour-

nal (October 14, 2004), D3.

Caroline E. Mayer, «Group Takes Aim at Junk-Food Marketing; Industry Counters That

Ads Targeting Children Decreased in Past Decade», Washington Post (January 7, 2005), E5.

«Food Brands Consider the Limits of Snacking», Marketing Week (October 7, 2004), 24.

Sarah Ellison, «Kraft Limits on Kids' Ads May Cheese Off Rivals; Company Plans to Stop

Advertising Junk Food to Children Age 6 to 11», Wall Street Journal (January 13, 2005), B3;

Melissa Healy, «Those Sugary Saturday Mornings; As Parents Call for Curbs on TV Ads Aimed

at Kids, One Food Maker Is Promising to Change Its Marketing Strategies», Los Angeles Tunes

(January 24, 2005), Fl; Betsy McKay, «The Children's Menu: Do Ads Make Kids Fat?» Wall

Street Journal (January 27, 2005), Bl.

Ellison, «Kraft Limits on Kids' Ads May Cheese Off Rivals»; Healy, «Those Sugary Satur-

day Mornings; As Parents Call for Curbs on TV Ads Aimed at Kids, One Food Maker Is Prom-

ising to Change Its Marketing Strategies».

Caroline E. Mayer, «Putting a Healthy Spin on Processed Foods», Washington Post (Janu-

ary 10, 2005), Al.

Caroline E. Mayer, «Kraft to Curb Snack-Food Advertising», Washington Post (January

12, 2005), El; Mayer, «Putting a Healthy Spin on Processed Foods».

Richard L. Oliver, «Cognitive, Affective, and Attribute Bases of the Satisfaction Response»,

Journal of Consumer Research, 20 (December 1993), 418-430; Robert A. Westbrook, «Prod-

Примечания 885

uct/Consumption-Based Affective Responses and Postpur-chase Processes», Journal of Mar-

keting Research, 24 (August 1987), 258-270; Robert A. Westbrook and Richard L. Oliver, «The

Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction»,you;7za/ of Con-

sumer Research, 18 (J

une

1991), 84-91.

"Geoffrey Tomb, «Parks Offer a 2-hour Glide to Serenity», Miami Herald (September 10,

1996), B1.B6.

Jerry C. Olson and Philip A. Dover, «Cognitive Effects of Deceptive Advertising» Journal

of Marketing Research, 15 (February 1978), 29-38.

•" Ralph I. Allison and Kenneth P. Uhl, «Influence of Beer Brand Identification on Taste

Perception», Journal of Marketing Research, 1 (August 1964), 36-39.

"Stephen J. Hoch and Young-Won Ha, «Consumer Learning: Advertising and the Ambigu-

ity of Product Experience», Journal of Consumer Research, 13 (September 1986), 221-233.

Paul W. Miniard, Sunil Bhatla, and Deepak Sirdeshmukh, «Mood as a Determinant of

Post-Consumption Evaluations: Mood Effects and Their Dependency on the Affective Intensi-

ty of the Consumption Experience», Journal of Consumer Psychology, 1 (1992), 173-195.

Dennis W. Rook, «The Ritual Dimension of Consumer Behavior», Journal of Consumer

Research, 12 (December 1985), 251-264.

For a classic article on this subject, see Melanie Wallendorf and Eric J. Arnould, «"We

Gather Together": Consumption Rituals of Thanksgiving Day», Journal of Consumer Research,

18 Qune 1991), 13-31.

Rook, «The Ritual Dimension of Consumer Behavior».

Russell W. Belk, Melanie Wallendorf, and John F. Sherry Jr., .«The Sacred and the Profane

in Consumer Behavior: Theodicy on the Odyssey»,Journalof Consumer Research, 16 (June 1989),

1-38.

Thomas C. O'Guinn and Ronald J. Faber, «Compulsive Buying: A Phenomenological Ex-

ploration», Journal of Consumer Research, 16 (September 1989), 147-157. Also see Aviv Sho-

ham and Maja Makovec Brencic, «Compulsive Buying Behavior», Journal of Consumer Market-

ing, 20 (2003), 127-138.

Rajan Nataraajan and Brent G. Goff, «Manifestations of Compulsiveness in the Consumer-

Marketplace Domain», Psychology & Marketing, 9 (January 1992), 31-44.

O'Guinn and Faber, «Compulsive Buying: A Phenomenological Exploration».

Elizabeth C. Hirschman, «The Consciousness of Addiction: Toward a General Theory of

Compulsive Consumption», Journal of Consumer Research, 19 (September 1992), 155-179.

Mirene E. Winsberg, Kristin S. Cassic, and Lorrin M. Koran, «Hoardingin Obsessive-Compul-

sive Disorder: A Report of 20 Cases»,Journalof ClinicalPsychiatry, 60 (September 1999), 591-597.

Aric Rindfleisch, James E. Burroughs, and Frank Denton, «Family Structure, Materialism,

and Compulsive Consumption», Journal of Consumer Research 23, (March 1997), 312-325.

Alvin C. Burns, Peter L. Gillett, Marc Rubinstein, and James W. Gentry, «An Exploratory

Study of Lottery Playing, Gambling Addiction and Links to Compulsive Consumption», in Ger-

ald A. Gorn and Richard W. Pollay, eds., Advances in Consumer Research, 17 (Provo, UT: Asso-

ciation for Consumer Research, 1990), 298-305.

«Report for Congress on Gambling Addiction Stirs Debate with Gaming Industry», Miami

Herald (March 19, 1999), A3.

O'Guinn and Faber, «Compulsive Buying: A Phenomenological Exploration».

Thomas G. Watts, «Caught in the Web: "Dependents" Studied», Miami Herald (August

16, 1997), A10.

Bruce Nussbaum, «The Power of Design», Business Week (May 17, 2004), 86-90.

Ibid.

Linda Tischler, «Every Move You Make», Fast Company (April 2004), 73-75.

886 Примечания

Harold H. Kassarjian, «How We Spent Our Summer Vacation: A Preliminary Report on the

1986 Consumer Behavior Odyssey», in Melanie Wallendorf and Paul Anderson, eds., Advances in

Consumer Research, 14 (Provo, UT: Association for Consumer Research, 1987), 376-377.

Belk, Wallendorf, and Sherry, «The Sacred and the Profane in Consumer Behavior: Theodicy

on the Odyssey».

Russell W. Belk, «The Role of the Odyssey in Consumer Behavior and in Consumer Re-

search», in Melanie Wallendorf and Paul Anderson, eds., Advances in Consumer Research, 14

(Provo, UT: Association for Consumer Research, 1987), 357-361.

"Wallendorf and Arnould, «"We Gather Together."*

Lisa Penaloza, «Consuming the American West: Animating Cultural Meaning and Memo-

ry at a Stock Show and Rodeo» Journal of Consumer Research, 28 (December 2001), 369-398.

John W. Schouten and James H. Me Alexander, «Subcultures of Consumption: An Ethnog-

raphy of the New Bikers», Journal of Consumer Research, 22 (June 1995), 43-61.

Ronald Paul Hill, «Homeless Women, Special Possessions, and the Meaning of "Home":

An Ethnographic Case Study», Journal of Consumer Research, 18 (December 1991), 298-310;

Ronald Paul Hill and Mark Stamey, «The Homeless in America: An Examination of Possessions

and Consumption Behaviors, «Journal of Consumer Research, 16 (December 1990), 303-321.

Russell W. Belk and Janeen Arnold Costa, «The Mountain Man Myth: A Contemporary

Consuming Fantasy» Journal of Consumer Research, 25 (December 1998), 218-240; Steven M.

Kates, «The Protean Quality of Subcultural Consumption: An Ethnographic Account of Gay

Consumers», Journal of Consumer Research, 29 (December 2002), 383-399; Albert M. Muniz

Jr. and Thomas С O'Guinn, «Brand Community», Journal of Consumer Research, 27 (March

2001), 412-432; Robert V. Kazinets, John F. Sherry Jr., Diana Storm, Adam Duhachek, Kritti-

nee Nuttavuthisit, and Benet DeBerry-Spence, «Ludic Agency and Retail Spectacle», Journal

of Consumer Research, 31 (December 2004), 658-672.

Claes Fornell, Michael D . Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Ever-

itt Bryant, «The American Customer Satisfaction Index: Nature, Purpose, and Findings»,Jour-

nal of Marketing, 56 (October 1996), 7-18.

"Jane Spencer and Reed Albergotti, «Customer Satisfaction Index Climbs», Wall Street Jow-

nal (February 18, 2004), D2.

Liz Flaisig, «Southern Regions Rank High in Customer Satisfaction», Business Journal

(March 12, 2004), 4.

Although not discussed in this section, satisfaction also has been linked to consumer spending

growth. Spending slows down when satisfaction declines. See Doris Hajewski, «Kohl's, North-

western Mutual Top Customer Satisfaction Survey», Milwaukee Journal Sentinel (February 15,

2005), 1; Teresa F. Linderman, «Consumers Soured Shortly on Retailers during Last Year's

Holiday Season», Pittsburgh Post-Gazette (February 15, 2005), 1.

Claes Fornell and Birger Wernerfelt, «Defensive Marketing Strategy by Customer Com-

plaint Management: A Theoretical Analysis», Journal of Marketing Research, 24 (November

1987), 337-346.

Frederick Reichheld, «The One Number You Need to Grow», Harvard Business Review

(December 2003), 47-54.

Richard L. Oliver, «Whence Consumer Loyalty?» Journal of Marketing, 63 (Special Issue

1999), 33-44; Thomas A. Stewart, «A Satisfied Customer Isn't Enough», Fortune Quly 21,1997),

112-113.

Frederick F. Reichheld, «Learning from Customer Defections», Harvard Business Review

(March/April 1996), 56-69.

Thomas O.Jones and W. Earl Sasser Jr., «Why Satisfied Customers Defect», Harvard Busi-

ness Review (November/December 1995), 88-99.

Примечания 887

Kevin T. Higgins, «Coming of Age: Despite Growing Pains, Customer Satisfaction Mea-

surement Continues to Evolve», Marketing News (October 27, 1997), 1, 12; Jones and Sasser,

«Why Satisfied Customers Defect»; Steve Lewis, «All or Nothing: Customers Must Be "Totally

Satisfied,"* Marketing News (March 2, 1998), 11-12; Richard L. Oliver, Roland T. Rust, and

Sajeev Varki, «Customer Delight: Foundations, Findings, and Managerial Insight», Journal of

Retailing, 73 (Fall 1997), 311-336; Benjamin Schneider and David E. Bowen, «Understanding

Customer Delight and Outrage», Sloan Management Review, 41 (Fall 1999), 35-45.

Reichheld, «The One Number You Need to Grow».

For research concerning word-of-mouth activity by consumers, see Marsha L. Richins,

«Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study», Journal of Marketing,

Al (Winter 1983), 68-78.

"••Nicholas Thompson, «More Companies Pay Heed to Their "Word of Mouse" Reputation»,

New York Times Qune 23, 2003), C4.

According to the web site www.wordspy .com, the first published use of the phrase word-

of-mouse was in John Zilber, «Of Mice and Menaces», MacUser (January 1991).

David Kirk Patrick and Daniel Roth, «Why There's No Escaping the Blog», Fortune (Jan-

uary 10, 2005), 44-50.

Jesse Oxfeld, «Blogs Rolling in 2005», Editor & Publisher, 138 (January 2005), 36-40.

Reichheld, «The One Number You Need to Grow».

Ibid.

«Why Consumers Love Their Cars, Gadgets and Cosmetics Brands», www.nop world.com

(September8, 2004).

Ibid.

Lauren Weber, «Estee Lauder, Other Firms, Face Suit Over Ads of Anti-Aging Products»,

Knight Ridder Tribune Business News (January 12, 2005), 1.

Kimberly Morrison, «Top 10 Consumer Complaints Include Telecom Frustrations, Con-

tractor Complaints», Knight Ridder Tribune Business News (February 11, 2005), 1.

Richard L. Oliver, «An Investigation of the Interrelationship between Consumer Dissatis-

faction and Complaint Reports», in Melanie Wallendorf and Paul Anderson, eds., Advances in

Consumer Research, 14 (Provo, UT: Association for Consumer Research, 1987), 218-222.

Claes Fornell and Nicholas M. Didow,; «Economic Constraints on Consumer Complaining

Behavior», in Jerry С Olson, ed., Advances in Consumer Research, 7 (Ann Arbor, MI: Associa-

tion for Consumer Research, 1980), 318-323.

Fornell and Wernerfelt, «Defensive Marketing Strategy by Customer Complaint Man-

agement: A Theoretical Analysis». Perhaps surprisingly, efforts to encourage one's customers

to complain ultimately may cause companies to become less responsive to this form of cus-

tomer feedback. Evidence indicating this possibility is reported by Claes Fornell and Robert

A. Westbrook, «The Vicious Circle of Consumer Complaints»,Journal of Marketing, 48 (Sum-

mer 1984), 68-78.

For research on the role of attributions as a determinant of complaint behavior, see Valerie

S. Folkes, «Consumer Reactions to Product Failure: An Attributional Approach», Journal of

Consumer Research, 10 (March 1984), 398-409; Valerie S. Folkes and Barbara Kotsos, «Buyers'

and Sellers' Explanations for Product Failure: Who Done It», Journal of Marketing, 50 (April

1986), 74-80; Valerie S. Folkes, Susan Koletsky, and John L. Graham, «A Field Study of Causal

Inferences and Consumer Reaction: The View from the Airport», Journal of Consumer Research,

13 (March 1987), 534-539.

Ralph L. Day, «Modeling Choices among Alternative Responses to Dissatisfaction», in

Thomas C. Kinnear, ed., Advances in Consumer Research, 11 (Provo, UT: Association for Con-

sumer Research, 1984), 496-499.

888 Примечания

Магу С. Gilly and Betsy D. Gelb, «Post-Purchase Consumer Processes and the Complain-

ing Consumer», Journal of Consumer Research, 9 (December 1982), 323-328; Denise T. Smart

and Charles L. Martin, «Manufacturer Responsiveness to Consumer Correspondence: An Em-

pirical Investigation of Consumer Perceptions»,Journal ofConsumer Affairs, 26 (Summer 1991),

104-128.

100

Gilly and Gelb, «Post-Purchase Consumer Processes and the Complaining Consumer»;

Chow-Hou Wee and Celine Chong, «Determinants of Consumer Satisfaction/Dissatisfaction

Toward Dispute Settlements in Singapore», European Journal of Marketing, 25 (1991), 6-16.

101

Michael Sisk, «Fending Off Consumer Rage», US Banker, 115 (January 2005), 16.

102

Gilly and Gelb, «Post-Purchase Consumer Processes and the Complaining Consumer».

103

Caroline E. Mayer, «These Days, Consumers May As Wei! Keep Their Complaint to Them-

selves», Washington Post (March 28, 2004), Fl.

104

Ibid.

105

Eugene W. Anderson, «Customer Satisfaction and Price Tolerance», Marketing Letters, 7

(July 1996), 19-30; Das Narayandas, «Measuring and Managing the Benefits of Customer Reten-

tion: An Empirical Investigation», Journal of Service Research, 1 (November 1998), 108-128.

106

Jared Sandberg, «CompuServe Will Mock AOL's Woes in Super Bowl Ad», Wall Street

Journal Qanuary 24, 1997), B16; David Poppe, «AOL's Still Busy-Taking Cancellations», Mi-

ami Herald (January 31, 1997), Cl, C3.

107

Eugene W. Anderson, Claes Fornell, and Sanal K. Mazvancheryl, «Customer Satisfaction

and Shareholder Value», Journal of Marketing, 68 (October 2004), 172-185.

108

Laurette Dube and Bernd H. Schmitt, «The Processing of Emotional and Cognitive As-

pects of Product Usage in Satisfaction Judgments», in Rebecca H. Holman and Michael R. So-

lomon, eds., Advances in Consumer Research, 18 (Provo, UT: Association for Consumer Re-

search, 1991), 52-56; Laurette Dube-Rioux, «The Power of Affective Reports in Predicting

Satisfaction Judgments», in Martin E. Goldberg, Gerald A. Gorn, and Richard W. Pollay, eds.,

Advances in Consumer Research, 17 (Provo, UT: Association for Consumer Research, 1990),

571-576; Richard L. Oliver, «Cognitive, Affective, and Attribute Bases of the Satisfaction Re-

sponse»; Robert A. Westbrook, «Product/Consumption-Based Affective Responses and Post-

purchase Processes»; Westbrook and Oliver, «The Dimensionality of Consumption Emotion

Patterns and Consumer Satisfaction».

109

Richard L. Oliver, «A Cognitive Model of the Antecedents and Consequences of Satisfac-

tion Decisions», Journal of Marketing Research, 17 (November 1980), 460-469. See also Ruth

N. Bolton and James H. Drew, «A Multistage Model of Customers' Assessments of Service Quality

and Value», Journal of Consumer Research, 17 (March 1991), 375-384; Gilbert A. Churchilljr.,

and Carol Suprenant, «An Investigation into the Determinants of Customer Satisfaction»,/oMraa/

of Marketing Research, 19 (November 1983), 491-504; Ernest R. Cadotte, Robert B. Woodruff,

and Roger L. Jenkins, «Expectations and Norms in Models of Consumer Satisfaction», Journal

of Marketing Research, 24 (August 1987), 305-314; Richard L. Oliver and Wayne S. DeSarbo,

«Response Determinants in Satisfaction Judgments», Journal of Consumer Research, 14 (March

1988), 495-507; David K.Tse and Peter С Wilton, «Models of Consumer Satisfaction Forma-

tion: An Extension», Journal of Marketing Research, 25 (May 1988), 204-212; Robert B. Woo-

druff, Ernest R. Cadotte, and Roger L.Jenkins, «Modeling Consumer Satisfaction Using Expe-

rience-Based Norms», Journal of Marketing Research, 20 (August 1983), 296-304. Despite the

substantial support this model has received, researchers have suggested model modifications.

Some have argued for simplification on grounds that expectations may not always play a role in

determining satisfaction (Susan Fournier and David Glen Mick, «Rediscovering Satisfaction»,

Journal of Marketing, 63 [October 1999], 5-23). Others have advocated more complex specifi-

cations (Ruth N. Bolton and Katherine N. Lemon, «A Dynamic Model of Customers' Usage of

Services: Usage As an Antecedent and Consequence of Satisfaction», Journal of Marketing Re-

Примечания 889

search, 36 [May 1999], 171-186; Richard A. Spreng, Scott B. MacKenzie, and Richard W.

Olshavsky, «A Reexamination of the Determinants of Consumer Satisfaction*-Journal of Market-

ing, 60 [July 1996], 15-32).

110

J. Jeffrey Inman, James S. Dyer, and Jianmin Jia, «A Generalized Utility Model of Disap-

pointment and Regret Effects on Post-Choice Valuation», Marketing Science, 16 (Spring 1997),

97-111; Michael Tsiros, «Effect of Regret on Post-Choice Valuation: The Case of More than Two

Alternatives», Organizational Behavior and Human Decision Processes, 76 (October 1998), 48-69;

Michael Tsiros and Vikkas Mittal, «Regret: A Model of Its Antecedents and Consequences in

Consumer Decision Making» Journal of Consumer Research, 26 (March 2000), 401-417.

'" Kimberly A. Taylor, Paul W. Miniard, and Mary Jane Burns, «The Influence of Choice

Sets on Consumers' Post-Consumption Responses and the Moderating Role of the Consump-

tion Experience», (2005), working paper.

112

Sisk, «Fending Off Consumer Rage».

113

Don Oldenburg, «Seller Beware: Customers Are Mad As Hell», Washington Post (Septem-

ber 9, 2003), C10.

114

Sisk, «Fending Off Consumer Rage».

115

Ibid.

tlfi

«Customer Satisfaction: Where's the

ROI?» Wirthlin Report (December 2003), 1-7.

117

Dan Meyers, «Set Expectations High to Win New Business», Marketing News (October

28, 2002), 48.

""Jennifer Lach, «The Price Is Very Right», American Demographics (April 1999), 44-45.

119

Paul King, «Home Park Advantage», Nation's Restaurant News (March 29, 2004), 17.

120

Herbert M. Myers, «Packaging Must Keep Promises Made to Buyers», Marketing News

0uly6, 1998), 11-12.

Глава 7

An excellent, comprehensive book on this topic is Jacob Siegel and David Swanson, The

Methods and Materials of Demography (New York: Elsevier Academic Press, 2004).

David K. Foot, Boom Bust & Echo (Toronto: Macfarlane Walter & Ross, 1996), 2.

George Katona, Psychological Economics (New York: Elsevier Scientific Publishing, 1975).

* United Nations, World Population Prospects, the 2002 Revision (February 26, 2003), 11.

United Nations, World Population Prospects, the 2002 Revision (February 26, 2003), 11.

United States Census Bureau population projections website; Ontario Ministry of Finance

demographic trends website.

'John Knodel, «Deconstructing Population Momentum», Population Today (March 1999), 1-2.

United States Department of Health and Human Services, Centers for Disease Control and

Prevention, National Center for Health Statistics website.

Steven Camarota, «Immigrants in the United States», Center for Immigration Studies, Pop-

ulation Reference Bureau (November 2002).

Phillip Martin and Elizabeth Midgley, «Immigration: Shaping and Reshaping America»,

Population Bulletin 2, Population Reference Bureau, 58 (June 2003).

«Projected Fertility Rates», U.S. Department of Commerce, Bureau of the Census, no. 98,

page 79.

Roger Blackwell and Tina Stephan, Brands That Rock (New York: Wiley, 2003).

"Joseph O. Rentz and Fred D. Reynolds, «Forecasting the Effects of an Aging Population on

Product Consumption: An Age-Period-Cohort Framework» Journal of Marketing Research, 28

(August 1991), 355-360.

James Heckman, «Say "Buy-Buy,"« Marketing News (October 11, 1999).

«Teens, Toddlers Intriguing Market», Mass Merchandise Retailer (October 19, 1998), 16.

890 Примечания

Heather Chaplin, «The Truth Hurts», American Demographics (April 1999), 68.

"Marcia Mogelonsky, «Product Overload?» American Demographics (August 1998), 65-69.

Dennis H. Tootelian and Ralph M. Gaedeke, «The Teen Market: An Exploratory Analysis

of Income, Spending, and Shopping Patterns» Journal of Consumer Marketing, 9 (Fall 1992).

Alison Stein Wellner, «The Young and the Uninsured», American Demographics (Febru-

ary 1999), 73-77.

Bob Losyk, «Generation X: What They Think and What They Plan to Do», Futurist (March/

April 1997), 39-44.

Harry Dent, The Roaring 2000s (New York: Simon & Schuster, 1998).

For additional examples, see Dale Blackwell and Roger Blackwell, «Yuppies, Muppies and

Puppies: They Are Changing Real Estate Markets», Ohio Realtor (August 1989), 11-15; Roger

D. Blackwell and Margaret Hanke, «The Credit Card and the Aging Baby Boomers», Journal of

Retail Banking, 9 (Spring 1987), 17-25.

Carlos Tejada and Patrick Barta, «Hey, Baby Boomers Need Their Space, OK?» Wall Street

Journal (January 7, 2000), A1-A6.

Robert E. Wilkes, «A Structural Modeling Approach to the Measurement and Meaning of

Cognitive Age», Journal of Consumer Research, 19 (September 1992), 292-301.

George Moschis, «Marketing to Older Adults», Journal of Consumer Marketing, 8 (Fall

1991), 33-41.

Thomas Moehrle, «Expenditure Patterns of the Elderly: Workers and Nonworkers», Monthly

Labor Review, 113 (May 1990), 34-41.

Paula Fitzgerald Bone, «Identifying Mature Segments», Journal of Consumer Marketing, 8

(Fall 1991), 19-32.

Benny Barak, «Elderly Solitary Survivors and Social Policy: The Case for Widows», in

Andrew Mitchell, Advances in Consumer Research (1984), 27-30.

2!!

Ivan Ross, «Information Processing and the Older Consumer: Marketing and Public Poli-

cy Implications», in Mitchell. Advances, 31-39.

Carolyn Yoon, «Age Differences in Consumers' Processing Strategies: An Investigation of

Moderating Influences», Journal of Consumer Research, 24 (December 1997), 329-342.

Nark D. Uncles and Andrew S. С Ehrenberg, «Brand Choice among Older Consumers»,

Journal of Advertising Research, 30 (August/September 1990), 19-22.

Alan J. Greco and Linda E. Swayne, «Sales Response of Elderly Consumers to Point-of-

Purchase Advertising», Journal of Advertising Research, 32 (September/October 1992), 43-53.

Jeffrey Inman, Venkatesh Shankar, and Rosellina Ferraro, «The Roles of Channel-Catego-

ry Associations and Geo-demographics in Channel Patronage», Journal of Marketing, 68 (April

2004), 51-72.

Jane Jacobs, Cities and the Wealth of Nations (New York: Random House, 1984).

United States Census Bureau State Population Estimates, www.census.gov/popest/ states

(March 2005).

Vikas Mittal, Wagner Kamakura, and Rahul Govind, «Geographic Patterns in Customer Ser-

vice and Satisfaction: An Empirical Investigation», Journal of Marketing, 68 O

ly 2004), 48-63.

Els Gijsbrechts, Katia Campo, and Tom Goossens, «The Impact of Store Flyers on Store

Traffic and Store Sales: A Geo-marketing approach» Journal of Retailing, 79 (Spring 2003), 1-16.

Carmen DeNavas-Walt, Bernadette Procter, and Robert Mills, U.S. Census Bureau, Cur-

rent Population Reports P60-226, Income, Poverty and Insurance Coverage in the United States

(Washington, D.C.: U.S. Government Printing Office), 2004.

Ibid.

""'Shannon McCaffrey, «Income Gap for Families Is Widening, Report Says», Columbus Dis-

patch (January 18, 2000), A1-A2.

Mittal, Kamakura, and Govind, «Geographic Patterns in Customer Service and Satisfaction».