Marketing and the Law

Olazábal, Ann Morales; Cava, Anita; Sacasas, R.

doi:10.1177/03079450094261

Cited by 3 publications

(4 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In addition to being sparse, the extant robotics literature in service marketing is fragmented. Most of the extant literature focuses its attention on customer-robot interaction, while a few other studies address the performance (Herrmann, Kundisch, and Rahman 2015) and impact (Huang and Rust 2018;Shankar 2018;Smith 2002) of robots and robot laws (Olazabal, Cava, and Sacasas 2001) in a scattered way. Customer-robot interaction is a critical topic in the field of human-robot interaction (HRI; e.g., Holzwarth, Janiszewski, and Neumann 2006;Kim, Chen, and Zhang 2016;Toure-Tillery and McGill 2015).…”

Section: Robotics Literature In Service Marketingmentioning

confidence: 99%

See 1 more Smart Citation

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Kumar

2019

Journal of Service Research

205

199

View full text Add to dashboard Cite

We propose a conceptual framework that includes the antecedents and consequences of firms’ adopting and integrating robotics into their customer service operations. Drawing insights from literature on customer service, technology marketing, and computer science, our proposed framework elaborates on the concept of the degree of robotics adoption (DRA) as well as the antecedents (employee acceptance of robots and customer acceptance of robots) and multiple sequential consequences (service quality, customer long-term performance, and customer engagement) of DRA. We also discuss how the nature of the firm (Business to Consumer versus Business-to-Business, i.e. B2C vs. B2B), service characteristics (utilitarian vs. hedonic), and brand positioning (low equity vs. high equity) might moderate the relationship between DRA and service quality. Further, we provide actionable guidance for managers to adopt and integrate robotics into their customer service operations.

show abstract

Section: Robotics Literature In Service Marketingmentioning

confidence: 99%

“…Despite the margin pressure, retailers still retain numerous opportunities to differentiate their products, leverage brand names, set strategic prices, and reduce the effectiveness of consumer search at shopbots to make a good profit. Olazabal, Cava, and Sacasas (2001) Laws on the use of search robots…”

Section: Reed Et Al (2012) Customer-robot Interactionmentioning

confidence: 99%

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Kumar

2019

Journal of Service Research

205

199

View full text Add to dashboard Cite

show abstract

“…Trade dress is the application of various visual aesthetics (e.g., size, shape, color, texture) to build brand recognition and distinction without the use of logos or brand names (Olazabal, Cava, and Sacasus, 2005). Apple's product line (Figure A‐5]) shares common trade dress elements such as a minimalist yet stylish design philosophy, eye‐catching colors, and organic shapes.…”

Section: Research Modelmentioning

confidence: 99%

Exploring the Appeal of Product Design: A Grounded, Value‐Based Model of Key Design Elements and Relationships^*

Noble

Kumar

2010

J of Product Innov Manag

162

158

View full text Add to dashboard Cite

Product design is increasingly being recognized as an important source of sustainable competitive advantage. Until recently, the domain of design has been loosely categorized as ''form and function'' issues. However, as this paper will explore, product design deals with a much richer range of issues, many of which have not been considered in the marketing literature. To explore the domain and elements of design, the paper begins with two major goals: (1) to elicit the key dimensions of design and to develop an enriched language for the understanding and study of design; and (2) to integrate the design dimensions within a broader model that ties initial design goals to eventual psychological and behavioral responses from consumers. To achieve these ends, grounded theory development is used by conducting an extensive literature review, in-depth interviews, and an interactive object elicitation technique. Drawing from this rich source of qualitative information as well as diverse literature fields, a framework is proposed for the creation of design value in consumer products. This framework not only explores the domain of design but also highlights the important elements of design that go well beyond the cliche´d form and function issues. The resulting model reflects specific marketplace and organizational constraints that may help or impede the conversion of designer goals to so-called design levers. These levers are used to convey three types of values to consumers: rational, kinesthetic, and emotional. The framework then explains how and when these different values may be perceived by the consumer. Within this framework, testable research propositions and specific directions for future design-based research are also offered. Beyond its potential to spur marketing and new product development (NPD) management thought, the framework offered here represents a significant contribution to the field of design, which has historically been represented as a highly fragmented body of knowledge. Formalizing this framework should help overcome perhaps the largest obstacle to date to marketingrelated and NPD-related research in this area-the lack of a detailed and consistent nomological view of the scope of design dimensions including testable linkages. Design has become an important tool that can be used by managers to develop dominant brands with lasting advantages. This research lends the NPD manager and the marketing manager better insights in into how this increasingly popular focus can be used to influence consumer behavior and firm success.

show abstract

“…At one time, Capital One Bank and Kmart entered into a co‐branding agreement to issue a common credit card and maintained their partnership over several years. However, 3 years after the co‐brand was introduced, things changed rapidly because of a major event: Kmart's financial situation deteriorated and the company went into bankruptcy (Olazábal, Cava, & Sacasas, ). Although financial analysts had foreseen this for some months, the situation became a critical event with the actual filing for bankruptcy because of the tremendous publicity associated with it.…”

Section: Introductionmentioning

confidence: 99%

What if something unexpected happens to my brand? Spillover effects from positive and negative events in a co‐branding partnership

Koschate‐Fischer

Hoyer²,

Wolframm

2019

Psychology and Marketing

View full text Add to dashboard Cite

Brands sometimes enter into co‐branding agreements and major events can occur to one of the brands which can have either negative or positive consequences for the brands involved in the partnership. The current study investigates as yet unanswered research questions regarding whether and how positive and negative events happening to one brand in a co‐branding partnership affect the brand equities of the other brands in the partnership. The authors provide and test a new integrated attribution‐diagnosticity framework to explain the process that underlies the magnitude of these spillover effects. Findings show that while positive and negative event‐related spillover effects occur between the co‐brand and both parent brands, they were surprisingly absent between the parent brands. Further, the (a)symmetry of parent brand equity before the event influences the magnitude of event‐related spillover the parent brands receive from the co‐brand. Theoretical and practical implications of these findings are discussed.

show abstract

Marketing and the Law

Cited by 3 publications

References 0 publications

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Exploring the Appeal of Product Design: A Grounded, Value‐Based Model of Key Design Elements and Relationships^*

What if something unexpected happens to my brand? Spillover effects from positive and negative events in a co‐branding partnership

Contact Info

Product

Resources

About

Marketing and the Law

Cited by 3 publications

References 0 publications

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Exploring the Appeal of Product Design: A Grounded, Value‐Based Model of Key Design Elements and Relationships*

What if something unexpected happens to my brand? Spillover effects from positive and negative events in a co‐branding partnership

Contact Info

Product

Resources

About

Exploring the Appeal of Product Design: A Grounded, Value‐Based Model of Key Design Elements and Relationships^*