Determining linkages between consumer choices in a social context and the consumer's values: a means–end approach

Manyiwa, Simon; Crawford, Ian

doi:10.1002/cb.89

Cited by 47 publications

(50 citation statements)

References 31 publications

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“…The means-end approach is based on two premises (Manyiwa and Crawford, 2002) . The means-end chain approach also parallels the expectancy-value theory (Rosenberg, 1956), which proposes that consumer actions have consequences and that consumers learn to relate certain consequences to certain product attributes (Reynolds and Gutman, 1988).…”

Section: Desire Expectations 12mentioning

confidence: 99%

“…Therefore, consequences (mid level of abstraction) are more relevant to the self than attributes (low level of abstraction) and values (high level of abstraction) are more relevant to the self than personal consequences (Olson and Reynolds, 1983). In this way, there is a movement at increasingly higher levels of abstraction to desired ends, reflecting progress from the product to aspects of the consumer's self concept (Gutman, 1997).The means-end approach is based on two premises (Manyiwa and Crawford, 2002) . The means-end chain approach also parallels the expectancy-value theory (Rosenberg, 1956), which proposes that consumer actions have consequences and that consumers learn to relate certain consequences to certain product attributes (Reynolds and Gutman, 1988).…”

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confidence: 99%

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The desired teaching qualities of lecturers in higher education: a means end analysis

Voss

Gruber²

2006

Quality Assurance in Education

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Purpose -The study aims to develop a deeper understanding of the teaching qualities of effective lecturers that students desire and to uncover the constructs that underlie these desire expectations and reveal the underlying benefits that students look for.Design/Methodology/Approach -A semi-standardized qualitative technique called laddering was applied that allows researchers to reach deeper levels of reality and to reveal the reasons behind the reasons. The study was conducted amongst teacher education students at a large German University of Education and laddering questionnaires were handed out to 53 students enrolled in a business management course. Findings -The exploratory study gave a valuable first insight into the desired qualities of lecturers. In particular, the study results indicate that students want lecturers to be knowledgeable, enthusiastic, approachable, and friendly. Students predominately want to DESIRE EXPECTATIONS 2 encounter valuable teaching experiences to be able to pass tests and to be prepared for their profession. This study also showed that students are mainly concerned about vocational aspects of their studies and are less interested in their subject.Research limitations/implications -Due to the exploratory nature of the study and the scope and size of its sample, the results outlined are tentative in nature. As the study involved only a single group of university students from one university, the results cannot be generalized to the student population as a whole.Originality/value -The study was the first to successfully apply the means-end approach and the laddering technique to the issue of service quality in higher education. The study has, hopefully opened up an area of research and methodology that could provide considerable further benefits for researchers interested in this topic. Keywords Service quality, Higher education, Means and ends, Laddering Paper Type Research paper The Desired Teaching Qualities of Lecturers in Higher Education -A Means End Analysis IntroductionIn January 2005, Germany's highest court overturned a federal law that had banned the introduction of fees and thereby paved the way for German universities to start charging student tuition fees for the first time. By 2009/2010 German universities will also have switched completely to the two-level system of higher education (bachelor-master) to achieve the objectives of the Bologna process. The aim of the so-called Bologna process is the establishment of a European higher education area by harmonising academic degree standards and quality assurance standards throughout Europe by 2010. 45 European countries participate in the Bologna Process, which is named after the Italian city of Bologna where the Bologna declaration was signed by European ministers of education in 1999. All participating DESIRE EXPECTATIONS 3 countries commit themselves to adopt a system of comparable academic grades, introduce a system with two main cycles (undergraduate/graduate), and to promote European cooperation in quality...

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Section: Desire Expectations 12mentioning

confidence: 99%

mentioning

confidence: 99%

The desired teaching qualities of lecturers in higher education: a means end analysis

Voss

Gruber²

2006

Quality Assurance in Education

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“…The means-end approach relies on two premises (Manyiwa and Crawford 2002): values have a significant impact on (buying) behaviour, and consumers classify products and services into sets to make the choice-making process easier. The means-end approach has its roots in Kelly's Personal Construct Psychology (1991/1955.…”

Section: ; Reynolds and Rochon 2001)mentioning

confidence: 99%

“…Further research might try to develop these criteria. Manyiwa and Crawford (2002) point out that advocates of the means-end approach frequently assume that by merely linking attributes to consequences to values, "the link between consumers' values and behaviour (choice) has been established" (p.56) as well.…”

Section: Limitations and Directions For Further Researchmentioning

confidence: 99%

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

Gruber¹,

Szmigin²,

Voss³

2006

Journal of Marketing Management

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This paper explores the nature of complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during the personal complaint handling encounter. The paper reviews the literature on complaint satisfaction and the role of the contact employee in the complaint encounter. An empirical study using the means-end approach and the paper-and-pencil version of the laddering technique provides a deeper understanding of attributes of effective customer contact employees and reveals the underlying benefits that complainants look for. The research indicates that complainants want contact employees to give positive nonverbal signals, to have sufficient product (service) knowledge and the authority to handle their problems adequately. They also want employees to be willing to try hard and spare no effort. Customers think that if employees take them seriously, this will lead to a problem solution and feelings of satisfaction. The paper concludes with suggestions to managers to introduce and improve active complaint management and reviews the limitations of the research method.

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“…Uma escada completa é um encadeamento de ligações feitas a partir de uma resposta inicial, juntando atributos, conseqüências e valores (MANYIWA; CRAWFORD, 2001).…”

Section: A Técnica Da Escalada (Laddering)unclassified

Applying the Means-End Chain Model Operationalized Through the Association Pattern Technique to Understand Music Consumption

Kaminski¹,

Prado²,

Hernandez

2007

RAI

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.br [Brasil] Resumo O propósito deste trabalho é compreender o comportamento dos consumidores de música, segundo o modelo de Cadeias Meios-fim, operacionalizado pela Técnica Padrão de Associação (APT). Optou-se por um estilo de música popular relacionado aos consumidores jovens, o new metal. A coleta de dados foi desenvolvida em Curitiba, com consulta aos consumidores dividida em duas etapas: na primeira, de caráter qualitativo, foram realizadas 9 entrevistas em profundidade; na segunda, de caráter quantitativo, foi realizado um levantamento entre 240 respondentes. O modelo de Cadeias Meios-fim possibilitou verificar as relações associativas entre os valores dos consumidores e os benefícios e atributos percebidos na música. Os atributos que se mostraram mais importantes em termos da probabilidade de proporcionarem benefícios foram a característica do som "agressivo", as "mensagens de reflexão", a "intensidade do som" (grave) e a "rebeldia" transmitida pela música. Com relação aos benefícios e sua relação com os valores dos consumidores, tem-se a "animação/descontração" e "agitação/euforia" como mais relevantes. A partir de um Modelo de Classes Latente, foi proposta uma tipologia baseada na hierarquia da importância dos valores pessoais, descrita segundo mapas probabilísticos que indicam a relação entre as variáveis para cada um dos grupos.Palavras-chave: Association Pattern Technique (APT); Cadeia Meios-fim (MEC); Valores humanos; Consumo de música.

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Determining linkages between consumer choices in a social context and the consumer's values: a means–end approach

Cited by 47 publications

References 31 publications

The desired teaching qualities of lecturers in higher education: a means end analysis

The desired teaching qualities of lecturers in higher education: a means end analysis

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

Applying the Means-End Chain Model Operationalized Through the Association Pattern Technique to Understand Music Consumption

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