From connoisseur luxury to mass luxury: Value co-creation and co-destruction in the online environment

Quach, Sara; Thaichon, Park

doi:10.1016/j.jbusres.2017.06.015

Cited by 148 publications

(130 citation statements)

References 59 publications

Supporting

Mentioning

125

Contrasting

Order By: Relevance

“…This lies within the timeframe recommended as one to adequately discover the participants' realities (O'Keeffe et al, ). The interviews had 15 open‐ended questions with the first 10 being “loosely” structured and the last five phenomenologically structured (Quach & Thaichon, ). The former were aimed at conceptualization of participants' interpretation of the actual online nWOM instance (e.g., How would you explain your involvement in the online nWOM?…”

Section: Methodsmentioning

confidence: 99%

“…A thematic approach was utilized to analyze the data because it optimises conceptualization of socially constructed empirical studies (Buzova, Sanz‐Blas, & Cervera‐Taulet, ; Eze, Duan, & Chen, ; Ozuem, Howell, & Lancaster, ; Quach & Thaichon, ). Braun and Clarke (, p. 80) implied that socially constructed experiences go beyond the interviewees' voices, highlighting the inclusion of the researchers' “own theoretical positions and values,” As such, the researchers did not “subscribe to a naïve realist view” (Braun & Clarke, , p. 80); instead, the new knowledge was an aggregate of the researchers' theoretical insight and experiential knowledge of online nWOM.…”

Section: Data Analysis and Findingsmentioning

confidence: 99%

“…Although these studies imparted rich conceptual information on the constituents of online nWOM, there is a lack of detailed insight into how one interprets online nWOM. A higher‐order comprehension of the customers' unique interpretations is imperative for the application of recovery strategies across the multiple nuances of customers' complaints (Quach & Thaichon, ). Weaver and Hamby (, p. 4) conducted a study that focused solely on those who remained silent upon exposure to an offline word‐of‐mouth.…”

Section: Introductionmentioning

confidence: 99%

“…Quach and Thaichon () identified the development stage of the country in which the customer lives to be the mediator of his/her distinguishing emotional standpoint. Examination of online nWOM across representative settings of the development stage continuum is essential to the recognition of the complainants' and recipients' emotional peculiarities inherited from those contexts.…”

Section: Introductionmentioning

confidence: 99%

“…This reveals the increased sensitivity of millennials to banking failure and recovery experiences and the necessity to comprehend customers' emotional deviations (i.e., frustration/aggression) in their engagement with online nWOM. Quach and Thaichon (2017) Such a setting provides a rich diversity of online nWOM occurrences.…”

mentioning

confidence: 99%

See 4 more Smart Citations

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

Azemi

Ozuem

Howell

2020

Psychology and Marketing

View full text Add to dashboard Cite

Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following failure experiences remains unsettled, leaving providers with inconclusive recovery strategy programmes. This empirical study recognizes online nWOM as a co‐created encounter between the complainant (i.e., the initiator of the online nWOM) and the recipient (i.e., the consumer who engages with the online nWOM), examining their idiosyncrasies to discern their understanding of the experience. It introduces frustration–aggression theory to online WOM literature, recognizing that it can support a higher‐order understanding of phenomena. Through phenomenological hermeneutics, interviews and focus groups, data were collected from millennials in Albania and Kosovo that provided accounts of nuanced and distinctive online nWOM realities. The emerged insights extended extant theory to a three‐fold online nWOM typology (i.e., lenient online nWOM, moderate online nWOM and severe online nWOM) recognizing the negative impact customers have on a provider, which is controlled by frustration–aggression tags. Frustration–aggression variations across online nWOM led to the construct of three types of customers that engage in online nWOM, namely tolerable online nWOM customers, rigorous online nWOM customers and confrontational online nWOM customers. Findings culminated with satisfactory recovery strategies aligned to customer inferences regardless of the nWOM context.

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Data Analysis and Findingsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

mentioning

confidence: 99%

See 3 more Smart Citations

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

Azemi

Ozuem

Howell

2020

Psychology and Marketing

View full text Add to dashboard Cite

show abstract

Determinants of online brand communities’ and millennials’ characteristics: A social influence perspective

Ozuem

Willis

Howell

et al. 2021

Psychology and Marketing

View full text Add to dashboard Cite

Online communities have evolved to allow larger numbers of individuals to interact with other users to form a collective virtual environment influenced by members within the community. Existing studies on online brand communities (OBCs) tied millennials’ participation and interactions to a unidimensional view. Specifically, OBCs scholars generally aggregate individual millennials’ participation and commitment, ignoring the variance among the demographic cohort. Our exploration challenges not only the existing ensemble interpretation within studies of OBC but also the characterisation of millennials’ burgeoning participation in OBCs. Unlike other competing epistemologies, the authors developed a conceptual framework that links a holistic set of OBCs’ characteristics (brand sentiment, identification with source, affirmative experience, conspicuous effect) to consumers’ perceptions in the fashion sector. Drawing on social influence theory along with a constructivist perspective, we conducted fine‐grained in‐depth interviews to explore millennials’ participation in online communities and brand perceptions in the fashion industry. The main findings reveal four categories of customer engagement in OBCs (bias situators, sugar‐coaters, rationalisers, judgmentalists). These key categories are explored to create a framework for future research in this area, and further contribute to the field of online brand engagement, particularly in the fashion industry.

show abstract

Speedy Tuesday: Omega’s Adoption of Communication 4.0

Courvoisier

Roederer

2019

Palgrave Advances in Luxury

View full text Add to dashboard Cite

From connoisseur luxury to mass luxury: Value co-creation and co-destruction in the online environment

Cited by 148 publications

References 59 publications

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective

Determinants of online brand communities’ and millennials’ characteristics: A social influence perspective

Speedy Tuesday: Omega’s Adoption of Communication 4.0

Contact Info

Product

Resources

About