Change search
Link to record
Permanent link

Direct link
BETA
Publications (10 of 58) Show all publications
Berndt, A. & Hollebeek, L. D. (2019). Brand image and reputation development in higher education institutions (1ed.). In: B. Nguyen, T. C. Melewar & J. Hemsley-Brown (Ed.), Strategic brand management in higher education: (pp. 143-158). Abingdon: Routledge
Open this publication in new window or tab >>Brand image and reputation development in higher education institutions
2019 (English)In: Strategic brand management in higher education / [ed] B. Nguyen, T. C. Melewar & J. Hemsley-Brown, Abingdon: Routledge, 2019, 1, p. 143-158Chapter in book (Refereed)
Place, publisher, year, edition, pages
Abingdon: Routledge, 2019 Edition: 1
Series
Routledge Studies in Marketing
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43325 (URN)9780367139421 (ISBN)9780429029301 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Berndt, A. (2018). Building customer relationships and loyalty (3ed.). In: A. Berndt & C. Boshoff (Ed.), Services marketing: A contemporary approach (pp. 322-345). Cape Town: Juta Publishers
Open this publication in new window or tab >>Building customer relationships and loyalty
2018 (English)In: Services marketing: A contemporary approach / [ed] A. Berndt & C. Boshoff, Cape Town: Juta Publishers, 2018, 3, p. 322-345Chapter in book (Other academic)
Place, publisher, year, edition, pages
Cape Town: Juta Publishers, 2018 Edition: 3
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43334 (URN)9781485129301 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Berndt, A. (2018). Business-to-business marketing (4ed.). In: M. Tait & M. Roberts-Lombard (Ed.), Relationship marketing and customer relationship management: (pp. 137-153). Capte Town: Juta Publishers
Open this publication in new window or tab >>Business-to-business marketing
2018 (English)In: Relationship marketing and customer relationship management / [ed] M. Tait & M. Roberts-Lombard, Capte Town: Juta Publishers, 2018, 4, p. 137-153Chapter in book (Other academic)
Place, publisher, year, edition, pages
Capte Town: Juta Publishers, 2018 Edition: 4
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43326 (URN)978-1-48512-928-8 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Markowska, M., Berndt, A. & Melander, A. (2018). Equity (Crowd)funding and wellbeing. In: : . Paper presented at RENT XXXII Conference, Toledo, Spain, November 15-16, 2018. European Institute for Advanced Studies in Management (EIASM)
Open this publication in new window or tab >>Equity (Crowd)funding and wellbeing
2018 (English)Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
European Institute for Advanced Studies in Management (EIASM), 2018
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-41898 (URN)
Conference
RENT XXXII Conference, Toledo, Spain, November 15-16, 2018
Note

Main theme: "Sustainable Entrepreneurship: a Win-Win Strategy for the Future"

Available from: 2018-10-25 Created: 2018-10-25 Last updated: 2018-10-25Bibliographically approved
Berndt, A. (2018). Implementing customer relationship management in an organisation (4ed.). In: M. Tait & M. Roberts-Lombard (Ed.), Relationship marketing and customer relationship management: (pp. 197-212). Capte Town: Juta Publishers
Open this publication in new window or tab >>Implementing customer relationship management in an organisation
2018 (English)In: Relationship marketing and customer relationship management / [ed] M. Tait & M. Roberts-Lombard, Capte Town: Juta Publishers, 2018, 4, p. 197-212Chapter in book (Other academic)
Place, publisher, year, edition, pages
Capte Town: Juta Publishers, 2018 Edition: 4
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43329 (URN)978-1-48512-928-8 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Manzoor, A., Müllern, T. & Berndt, A. (2018). International Consumers Airline Experiences and Negative Brand Emotions Expressed on Social Media: A Consumer Perspective. In: Barbara Jankowska, Anna Matysek-Jędrych, Katarzyna Mroczek-Dąbrowska (Ed.), Proceedings of the 44th annual conference of european international business academy: International Business in a Transforming World – the Changing Role of States and Firms. Paper presented at 44th European International Business Academy Conference (EIBA 2018), December 13-15, Poznan, Poland, 2018 (pp. 148-149). Poznań University of Economics and Business
Open this publication in new window or tab >>International Consumers Airline Experiences and Negative Brand Emotions Expressed on Social Media: A Consumer Perspective
2018 (English)In: Proceedings of the 44th annual conference of european international business academy: International Business in a Transforming World – the Changing Role of States and Firms / [ed] Barbara Jankowska, Anna Matysek-Jędrych, Katarzyna Mroczek-Dąbrowska, Poznań University of Economics and Business , 2018, p. 148-149Conference paper, Oral presentation with published abstract (Refereed)
Abstract [en]

No doubt the airline industry has been growing globally and generating profit as international business, and it becomes more challenging for airline companies to deal with international consumers and develop a better marketing strategy to satisfy them. Using a consumer perspective on social media, we noted that consumers expressed different types of negative brand emotions while sharing their negative experiences of Qatar Airways and Turkish Airline. Brand emotions are mental and physical experiences directed towards a brand. Thus, we argue that negative brand emotions are explicitly expressed towards airline brands on social media. By using netnography research method, we revealed five dimensions of negative brand emotions namely unhappy, disappointed, anger, disgust, and terrible or awful. Consumers more expressed these negative brand emotions while complaining about various service failures including staff rude behavior, seating issues, food quality, luggage mishandled, flight delayed and discrimination among passengers. Consistent with previous studies, international consumers showed various behavioral reactions, for instance, complaints, negative electronic word-of-mouth, brand avoidance and claimed for compensations due to service failures. We discussed our findings related to negative experiences, service failures and behavioral reactions of international consumers towards airlines.

Place, publisher, year, edition, pages
Poznań University of Economics and Business, 2018
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43387 (URN)978-83-952955-0-8 (ISBN)
Conference
44th European International Business Academy Conference (EIBA 2018), December 13-15, Poznan, Poland, 2018
Available from: 2019-03-27 Created: 2019-03-27 Last updated: 2019-03-27Bibliographically approved
du Plessis, F. & Berndt, A. (2018). Introduction to services marketing (3ed.). In: A. Berndt & C. Boshoff (Ed.), Services marketing: A contemporary approach (pp. 1-33). Cape Town: Juta Publishers
Open this publication in new window or tab >>Introduction to services marketing
2018 (English)In: Services marketing: A contemporary approach / [ed] A. Berndt & C. Boshoff, Cape Town: Juta Publishers, 2018, 3, p. 1-33Chapter in book (Other academic)
Place, publisher, year, edition, pages
Cape Town: Juta Publishers, 2018 Edition: 3
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43333 (URN)9781485129301 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Berndt, A. & Boshoff, C. (Eds.). (2018). Services marketing: A contemporary approach (3ed.). Cape Town: Juta Publishers
Open this publication in new window or tab >>Services marketing: A contemporary approach
2018 (English)Collection (editor) (Other academic)
Place, publisher, year, edition, pages
Cape Town: Juta Publishers, 2018. p. 488 Edition: 3
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43332 (URN)9781485129301 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Helmefalk, M. & Berndt, A. (2018). Shedding light on the use of single and multisensory cues and their effect on consumer behaviours. International Journal of Retail & Distribution Management, 46(11-12), 1077-1091
Open this publication in new window or tab >>Shedding light on the use of single and multisensory cues and their effect on consumer behaviours
2018 (English)In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 46, no 11-12, p. 1077-1091Article in journal (Refereed) Published
Abstract [en]

Purpose: Retail stores are required to provide a stimulating in-store experience for customers and do this by developing various strategies. One strategy implemented by retailers is the use of sensory cues to encourage consumers to engage with the environment and the products on display and available for purchase. Conducted in a lighting department, the purpose of this paper is to consider how retailers can employ a multisensory cue, which is formed by combining three single cues to positively impact consumer behaviours – specifically time spent, touching and purchase.

Design/methodology/approach: The study comprised an experimental design, which implemented single congruent visual, auditory and olfactory cues that formed a multisensory cue. Consumer behaviour outcomes of these cues were measured using objective measures.

Findings: The results show that a multisensory cue impacts time spent and purchasing, but no evidence of it affecting touching was noted. In the case of the single cues, auditory and scent cues impacted time spent, but their effect was not to the extent of the multisensory cue, which was superior.

Research limitations/implications: The study focussed on one product category within a general furnishing store, thus limiting the extent to which the findings can be generalised.

Practical implications: The effect of a multisensory cue exceeded that of single cues, emphasising the need for retailers to consider and develop a multisensory retail environment.

Originality/value: While research into the effect of single cues on consumer behaviours has shown positive effects, research into a multisensory cue, especially in a real-retail setting, is relatively scarce.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018
Keywords
Consumer behaviours, Multisensory cues, Purchasing, Retailing, Sensory marketing, Time spent
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-42224 (URN)10.1108/IJRDM-03-2018-0057 (DOI)000450812100005 ()2-s2.0-85056199145 (Scopus ID)
Available from: 2018-12-06 Created: 2018-12-06 Last updated: 2018-12-07Bibliographically approved
Berndt, A. (2018). Stakeholders in relationship marketing (4ed.). In: M. Tait & M. Roberts-Lombard (Ed.), Relationship marketing and customer relationship management: (pp. 155-168). Capte Town: Juta Publishers
Open this publication in new window or tab >>Stakeholders in relationship marketing
2018 (English)In: Relationship marketing and customer relationship management / [ed] M. Tait & M. Roberts-Lombard, Capte Town: Juta Publishers, 2018, 4, p. 155-168Chapter in book (Other academic)
Place, publisher, year, edition, pages
Capte Town: Juta Publishers, 2018 Edition: 4
National Category
Business Administration
Identifiers
urn:nbn:se:hj:diva-43327 (URN)978-1-48512-928-8 (ISBN)
Available from: 2019-03-13 Created: 2019-03-13 Last updated: 2019-03-13Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-6633-632X

Search in DiVA

Show all publications