ALL OF WARC
Pinpoint the case evidence you need – search by industry, objective, media and more.
Case summaries showcasing leading brands achieving key marketing objectives.
Creative TV and video executions from the most innovative and market-leading brands.
Browse campaigns from the world's leading advertising and marketing effectiveness awards.
The latest from our annual case study competitions.
Rankings of the world's most effective agencies, advertisers and brands.
Industry Topic Pages
Shortcuts to the latest industry-focused information and insight.
Apparel & Accessories
Government & Non-profit
Household & Domestic
Media & Entertainment
Pharmaceutical & Health
Toiletries & Cosmetics
Travel & Tourism
Subject Topic Pages
Shortcuts to the latest information
and insight by subject area.
Overviews of leading brand owners, and guides to key issues and tasks.
Browse all articles, papers and case studies by subject.
Latest reports from Warc and trusted partners offering unique insights into current trends.
The driving forces behind consumer behaviour.
New developments for industries and sectors.
Strategic insight for the marketing of brands.
Media & Tech
Latest innovations in media and technology.
Insight and intelligence for countries and regions.
Daily coverage of key developments for marketers worldwide.
The Warc Blog
Insights, opinions and fresh new thinking from our team of bloggers around the world.
Advertising expenditure by medium in 80 markets, plus forecasts and media costs for key countries.
Key briefings from major conferences and events in the US, Europe and Asia Pacific.
Plan your schedule of must-attend events with our global calendar of conferences.
Review your contact details and public profile.
Choose and review which topics to follow.
Choose and review which brands to follow.
Your Email Updates
Select and manage the emails you receive.
Contact your dedicated Client Services Manager.
Put our research team at your service.
REFINE YOUR RESULTS BY:
Enter a search term:
Toiletries and cosmetics
Government and non-profit
Motor and auto
ESOMAR Conference papers
Int. Journal of Market Research
Journal of Advertising Research
Int. Journal of Advertising
MRS Conference Papers
Date: newest first
Date: oldest first
Towards a better measure of customer experience
Philipp Klaus and Stan Maklan, International Journal of Market Research, Vol. 55, No. 2, 2013, pp. 227-246
Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing.
Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing. Service quality is an outgrowth of the total quality management (TQM) movement of the 1980s and suffers from that movement’s focus on the provider rather than the value derived by customers. Researchers today state that customer experience is generated through a longer process of company–customer interaction across multiple channels, generated through both functional and emotional clues. Our research with practitioners indicates that most firms use customer satisfaction, or its derivative the Net Promoter Score, to assess their customers’ experiences. We question this practice based on the conceptual gap between these measures and the customer experience. In IJMR 53, 6 (2011), we introduce a new measure appropriate for the modern conceptualisation of customer experience: the customer experience quality (EXQ) scale. In this article we extend that work and compare EXQ’s predictive power with that of customer satisfaction. We establish that EXQ better explains and predicts both, loyalty and recommendations, than customer satisfaction.
Using response surface methodology to optimise factors in conjoint experiments
Rubén Huertas-Garcia, Juan Carlos Gázquez-Abad, Francisco J. Martínez-López and Irene Esteban-Millat, International Journal of Market Research, Vol. 55, No. 2, 2013, pp. 267-288
Identifying relevant attributes or variables is the first objective of conjoint analysis in market research.
Identifying relevant attributes or variables is the first objective of conjoint analysis in market research. As a result of technological development, today it is common for researchers to use sequential experimental methods for adjusting design factors in successive phases. In particular, in the field of consumer behaviour these models are used predominantly for assessing subjective perceptions relating to the attributes of different products with high sensorial components (e.g. food, drinks and personal care products). This paper illustrates the use of response surface methodology in conjoint experiments, allowing sequential research in which the evaluation of a choice set determines the weight of factors in the next choice set and continues until the optimum combination is achieved. To this end we have carried out a computer simulation to determine the optimal combination of ingredients for a sauce. The simulation shows that the model needs only a few steps to reach the optimal combination of ingredients. This result indicates that response surface methodology can be considered a useful tool in the field of market research and, in particular, in studies on consumer behaviour.
Digital and Social Media in the Purchase-Decision Process: A Special Report from the Advertising Research Foundation
Todd Powers, Dorothy Advincula, Manila S. Austin and Stacy Graiko, Journal of Advertising Research, Vol. 52, No. 4, 2012, pp. 479-489
This study is an excerpt from a larger work that explores changes in the purchase process for consumer goods (automobiles, electronics, and groceries) brought about by digital and social media.
This study is an excerpt from a larger work that explores changes in the purchase process for consumer goods (automobiles, electronics, and groceries) brought about by digital and social media. Commissioned by the Advertising Research Foundation; conducted by Communispace, comScore, Converseon, and Firefly Millward Brown; sponsored by General Motors, Google, Kraft, Motorola, and Young & Rubicam; and with guidance from Duke University’s Fuqua School of Business, the qualitative, quantitative, and social-listening research was conducted in 2011. Findings indicate that digital and social media have empowered consumers and that brands have an important role in facilitating conversations among consumers and themselves, openly sharing the values that will help consumers connect with them and with one another.
Reality Check: Re-establishing context at the heart of intelligent research
Bob Cook and Jessica Salmon, ESOMAR, Qualitative, Amsterdam, November 2012
With innovation, research concepts are often explored in research environments where real world context and time to think are in short supply.
With innovation, research concepts are often explored in research environments where real world context and time to think are in short supply. This creates a situation where logic and reason can have an unrealistic share of voice when ideas are being explored and evaluated. In 2009-2010, BT, the telecoms company, sought to understand how best to position its innovative (for the UK market) fibre optic broadband product. The desire was to get beyond the product facts of headline speed and connection reliability, and to really understand the human impact of supercharged internet connectivity. Using a future-facing global study and a video-enabled blog community, the research managed to use context to answer the brief, galvanise the client and inspire a successful TV ad.
When Kiosk Retailing Intimidates Shoppers: How Gender-Focused Advertising Can Mitigate the Perceived Risks of the Unfamiliar
My Bui, Anjala S. Krishen and Michael S. LaTour, Journal of Advertising Research, Vol. 52, No. 3, 2012, pp. 346-363
This study addresses kiosk-based shopping behavior among female consumers. The authors sought to build upon existing promotional retail research that showed and explained gender differences in experiential shopping environments.
This study addresses kiosk-based shopping behavior among female consumers. The authors sought to build upon existing promotional retail research that showed and explained gender differences in experiential shopping environments. Upon confirming extant literature findings of gender differences as they apply to perceptions of shopping risk in kiosk environments, the current study manipulates levels of anticipated regret for males and females when shopping in kiosks versus traditional department stores in a between-subjects experimental design incorporating a diverse non-student sample. The robust gender difference indicates that targeted promotions for kiosks are critical to the reduction of possible regret and risk perceptions, especially for females.
Emotional Branding Pays Off: How Brands Meet Share of Requirements through Bonding, Companionship, and Love
John Rossiter and Steve Bellman, Journal of Advertising Research, Vol. 52, No. 3, 2012, pp. 291-296
Emotional branding is defined here as the consumer’s attachment of a strong, specific, usage-relevant emotion—such as Bonding, Companionship, or Love—to the brand.
Emotional branding is defined here as the consumer’s attachment of a strong, specific, usage-relevant emotion—such as Bonding, Companionship, or Love—to the brand. The present large-scale survey of buyers of frequently purchased consumer products finds that, for such products, full-strength emotional branding is attained among, at most, only about 25 per cent of the brand’s buyers but that, if attained, it pays off massively in terms of personal share of purchases. Emotional branding may well be more widely effective for high involvement, positively motivated products (not surveyed here). It seems that advertising can generate the expectancy of strong, specific, emotional attachment, but very favorable brand usage experience must follow if this approach is to be successful. In general, the traditional benefit-based “USP” advertising strategy seems less risky with lesser though more widespread effectiveness.
Online Anthropology: A new approach to advocacy measurement
Colin Utley, ESOMAR, Congress, Atlanta, September 2012
A discussion of online anthropology as a way of gaining fresh understanding of customer behavior. The case study used to illustrate this point is for Sprint, a US mobile provider.
A discussion of online anthropology as a way of gaining fresh understanding of customer behavior. The case study used to illustrate this point is for Sprint, a US mobile provider. This online anthropology project involved social listening, data harvesting and customer segmentation, and led to changes in Sprint's product development, HR policy, in-store environment and customer service, as well as its marketing communications. Since the effort launched, Sprint has seen major growth in brand advocacy.
Research in a world without questions
Tom Ewing, Bob Pankauskas, Robin Brown and Joseph Chen, ESOMAR, Congress, Atlanta, September 2012
This paper argues that not only is it possible to conduct market research without asking questions but it's also the best way to understand what people do.
This paper argues that not only is it possible to conduct market research without asking questions but it's also the best way to understand what people do. It covers behavioural economics, observational and ethnographic research, social media research and innovative qualitative techniques in order to show the possibilities of research without questions. It also provides a unifying framework for considering behaviour and decision making, a series of studies conducted across these areas by BrainJuicer and a selection of cases from Allstate Insurance that work with these techniques.
The difference between 'less bad' and 'much better': Helping conjoint to live up to its promises by leveraging 'behavioural economics'
Florian Bauer, ESOMAR, Congress, Atlanta, September 2012
This ESOMAR paper looks at how to integrate behavioural economics insights with conjoint analysis, thereby making predictions more valid while maintaining the core advantages of conjoint analysis.
This ESOMAR paper looks at how to integrate behavioural economics insights with conjoint analysis, thereby making predictions more valid while maintaining the core advantages of conjoint analysis. More generally, the authors argue that results can only be improved by merging conjoint analysis with other research disciplines, rather than merely attempting to develop even better conjoint analysis. They also discuss a 'General Algorithm for Patching Conjoint Analyses' tool that corrects the main cognitive and motivational distortions which occur in conjoint analysis.
On the effectiveness of ego- and other-focused ad-evoked emotions: the moderating impact of product type and personality
Tine Faseur and Maggie Geuens, International Journal of Advertising, Vol. 31, No. 3, 2012, pp. 529-546
Emotional advertising is generally believed to be persuasive. However, not all emotional advertising is equally effective.
Emotional advertising is generally believed to be persuasive. However, not all emotional advertising is equally effective. Previous research has illustrated the importance of the pleasure dimension of emotions in the sense that positive emotions usually induce more positive attitudes than negative emotions. This paper deals with another dimension of emotions – the ego-other-focus dimension of emotions – referring to the degree to which these emotions make people see themselves as independent from or interdependent with others in a specific situation. Our findings indicate that, for a privately consumed product, ads evoking an ego-focused emotion score better than ads evoking an other-focused emotion, whereas the reverse is true for a publicly consumed product. This match between product and emotion does not matter for introverts, but is important for extravert people. As such, we show that not only the pleasure dimension, but also the ego-other-focus dimension of emotions determines the effectiveness of emotional advertising.
YOU ARE IN THE WARC INDEX:
Consumer moods, feelings and choice
Behavioural economics, motivation
Buying and shopping
Consumer decision making
Fashions and trends
Price and pricing effects on consumers
Emotional and sensory appeals
Brands and branding
Brand and product choice
Brand launches and relaunches
, your search results have been restricted to items that contain .
To search for
without automatic phrasing
(this will find items containing all the words in your search term, but not only as a phrase).
If you want to search for other exact phrases, simply put your terms in quotes. There is more about search on the
Content & Partners
Terms & Conditions
© 2013 Copyright and Database Rights owned by Warc