Consumer Expectations Research Articles

Este Lauder's Marketing Strategy for Its Beauty Products in the Chinese Market

The beauty and cosmetics industry is growing rapidly, with China emerging as one of the most important markets due to rising consumer demand and digital commerce. This article examines Este Lauder Companies' strategic adjustments to the Chinese market, focusing on the three marketing strategies of localization, digital marketing, and consumer engagement. Using secondary data from industry reports and academic studies, the study analyzes how Este Lauder Companies has adapted its products to Chinese cultural preferences, such as products with a focus on skincare and holiday-themed packaging. The company's digital strategy, including collaborations with influencers and participation in e-commerce events such as Singles' Day, has increased brand awareness and consumer trust. In addition, personalized interactions through loyalty programs and virtual consultations have helped build long-term customer relationships. However, the brand faces challenges from domestic competitors and changing consumer expectations for sustainability. This study provides insights into how global luxury brands can balance localization with brand consistency to succeed in competitive and culturally diverse markets.

Corporate Social Responsibility in the Digital Age: Navigating Ethical Marketing and Consumer Expectations

Corporate Social Responsibility in the Digital Age: Navigating Ethical Marketing and Consumer Expectations

Impact of Automation on Retail Logistics: AI-Powered Solutions for Efficient Supply Chains

This research explores the transformative impact of automation on retail logistics, focusing specifically on AI-powered solutions that enhance supply chain efficiency. As e-commerce continues to grow, retailers face increasing pressure to streamline logistics processes to meet rising consumer expectations for fast, reliable deliveries and cost-effective operations. AI technologies, such as machine learning, predictive analytics, and autonomous systems, have emerged as critical tools in addressing these challenges by improving various logistics functions, including demand forecasting, inventory management, route planning, and warehouse automation. This study investigates the role of AI-powered solutions in enhancing operational performance, reducing costs, and boosting customer satisfaction across retail logistics networks. A mixed-methods approach is employed, combining quantitative analysis of logistics performance data and qualitative case studies from retail companies that have integrated AI technologies into their supply chains. The quantitative analysis examines key performance indicators such as delivery time, cost per order, inventory turnover, and customer satisfaction before and after the adoption of AI solutions. The qualitative analysis draws on case studies from companies like Amazon, Walmart, and JD.com to explore the real-world applications and challenges of AI in retail logistics. The results indicate that AI automation improves forecasting accuracy, reduces operational costs, enhances inventory management, and improves delivery efficiency. However, challenges such as system integration, data quality, and workforce adaptation are also identified. This study contributes to understanding the current state of AI applications in retail logistics and offers practical insights for industry leaders aiming to optimize their supply chains. Keywords: Automation, Artificial Intelligence, Retail Logistics, Supply Chain Efficiency, Machine Learning, Inventory Management, Predictive Analytics, E-commerce, Cost Reduction, Customer Satisfaction

EXPRESS: Displaying the Amount of Consumption Time in Online Reviews Can Affect Helpful Votes

Some review platforms display how long reviewers used a product alongside their review. The authors investigate whether doing so translates to more helpful reviews. Using online reviews of video games from a video game platform and leveraging its unique playtime tracking feature, they find the relationship between the amount of time playing a game before posting a review and the number of helpful votes the review receives follows a u-shape, where shorter and longer playtimes correspond to more votes, while intermediate times correspond to fewer votes. How displayed consumption time affects consumer expectations potentially explains this relationship. The less time reviewers spend consuming a product, the lower others’ expectations of review helpfulness may be and hence the more lenient their judgements. More consumption time may increase these expectations, but extensive consumption time could overcome this higher bar by signaling credibility. Moderation results related to reviewer experience signaling and review or product characteristics, as well as mediation results involving consumer-gifted review awards help support this context-based expectations account. These results are robust to conditioning out review, reviewer, and game level factors, sample matching, and other settings. The findings have implications for reducing the asymmetric information problem, managing expectations, and optimizing reviews.

Consumers’ perceptions, preferences and willingness to pay for infant meat puree in China

ABSTRACT This study examined factors influencing consumers’ willingness to purchase infant meat purees (IMPs) in China, based on a survey of 492 valid questionnaires. Using three machine learning algorithms, including logistic regression, we identified key predictors of purchase willingness, with logistic regression demonstrating the best performance (AUC = 0.704). Our analysis revealed that monthly income, price, and nutritional value significantly affect consumer decisions. Despite the benefits of commercial IMPs, many parents still prefer homemade options due to concerns about safety and sanitation. The findings offer valuable insights for manufacturers, helping them better meet the preferences and expectations of Chinese consumers and enhance the marketability of IMPs.

Kuih Donat: A Narrative Study on the Practical Preparation and Sensory Analysis of Local Street Food

ABSTRACT The study investigates the practical aspects of preparing and processing a local delicacy, Kuih Donat, which holds significant culinary importance. It explores production methods, characterization, recipe testing, and provides technical guidelines for consistent preparation. Sensory evaluations and preference analyses are conducted alongside practical tips tailored for street vendors and a standardized formulation for food cost calculations. The study includes two extensively tested recipes that offer flexibility for various production conditions, addressing challenges commonly faced by street food vendors. Through experiments conducted under four distinct conditions, the study examines storage and consumption times to assist vendors in delivering high-quality Kuih Donat. Results indicate a preference for Recipe A, particularly when consumed within 30 minutes of frying. For vendors facing logistical constraints, the second-best condition is consumption within 2 hours, ensuring that proper airtight storage practices are followed. These findings provide actionable insights to enhance the quality and appeal of Kuih Donat, supporting street vendors in maintaining consistency and meeting consumer expectations.

From Preference to Priority: The Surge in Demand for Organic Foods

This study examines the evolving perceptions of organic food consumption across three phases: Pre-COVID, during COVID, and Post-COVID. It explores the impact of the pandemic on consumer behavior and preferences by leveraging data from over 600,000 interactions on platforms such as Twitter, Facebook, YouTube, and online forums. Using Latent Dirichlet Allocation (LDA) and perceptual map scoring, this study identifies key trends and drivers shaping consumer choices, and provides a detailed comparison of attitudes during these critical periods. Key theoretical frameworks underpin this analysis. The Health Belief Model (HBM) explains how perceptions of health benefits and risks influenced the shift toward organic foods, particularly during the pandemic when health consciousness peaked. Similarly, the Protection Motivation Theory (PMT) highlights the role of perceived threats, such as chemical exposure in conventional foods, in driving consumers to prioritize organic options for their safety and health benefits. Furthermore, the Diffusion of Innovations Theory (DOI) underscores the role of social media in spreading awareness and encouraging adoption of organic food trends, amplifying consumer engagement during and after the pandemic. The findings reveal a significant surge in the demand for organic foods during the pandemic, driven by heightened health concerns and a desire to support local agriculture and sustainable practices. In the Post-COVID era, these changes reflect a lasting consumer commitment to health and environmental responsibility. This study offers valuable insights for policymakers, marketers, and producers, emphasizing the importance of adapting strategies to meet evolving consumer expectations in a more health-conscious and sustainability-focused market.

Faktor-Faktor yang Mempengaruhi Keputusan Konsumen dalam Memilih Maxim Sebagai Media Tranportasi Online di Kota Kupang

This research aims to identify and analyze the factors that influence consumer decisions in choosing Maxim as an on line transportation service provider in Kupang City. The method used was qualitative with a phenomenological approach, and information was collected through interviews and online questionnaires from a hundred respondents consisting of students (63%), employees (20%), and the general public (17%). The results showed that the main source of information regarding the use of Maxim came from word of mouth (50%) and social media (41%). Most users (61%) have been using the service for less than a year, with an average frequency of use of 3 times a week. Factors that influence consumer decisions include competitive pricing, good customer service, and features that allow cost estimates and arrival times. However, the accuracy of the map in the app is one that needs improvement. The conclusion of this study shows that Maxim has successfully met consumer expectations, but further improvements are needed, particularly on the navigation system, to increase customer satisfaction and loyalty in Kupang City.

Analysis of service quality on customer satisfaction using the service quality method and analytical hierarchy process

This research aims to analyze service quality and customer satisfaction to find out the factors of consumer/customer complaints so that company performance can be improved and improved. This research uses the Servqual method, the company can then find out consumers' perceptions and expectations, while the company's AHP method can sort out which criteria are prioritized first to improve service quality so that the hospital becomes better. The results of the research were conducted with a sample of 100 respondents and 20 question items. In calculating the weighted servqual the priority for improving the quality of service in the Tangible dimension is the criterion "The company has a clean, comfortable waiting room and air conditioning" with a weighted servqual value of -0.020, Reliability is the criterion "doctor's availability according to schedule" with a weighted servqual value of -0.058 , Responsiveness is the criterion of "officer's thoroughness in providing services" with a weighted servqual value of -0.074, Assurance is the criterion of "guaranteeing timeliness of service" with a weighted servqual value of -0.096, Empathy is the criterion of "officer's sincerity in handling consumers" with a weighted Servqual value of -0.072. The most satisfactory criterion is the Reliability dimension which has the criteria "fast and uncomplicated service procedures" with a weighted servqual value of -0.010

Quality control using the failure mode effect and analysis to reduce defects in PT. NSP

This research is to analyze service quality and customer satisfaction to find out the factors of consumer/customer complaints so that company performance can be improved and improved. This research uses the Servqual method, the company can then find out consumers' perceptions and expectations, while the company's AHP method is able to sort out which criteria are prioritized first to improve service quality so that the hospital becomes better. The results of the research were conducted with a sample of 100 respondents and 20 question items. In calculating the weighted servqual, the priority for improving the quality of service in the Tangiable dimension is the criterion "The company has a clean, comfortable waiting room and air conditioning" with a weighted servqual value of -0.020, Reliability is the criterion "doctor's availability according to schedule" with a weighted servqual value of -0.058 , Responsiveness is the criterion of "officer's thoroughness in providing services" with a weighted servqual value of -0.074, Assurance is the criterion of "guaranteeing timeliness of service" with a weighted servqual value of -0.096, Emphaty is the criterion of "officer's sincerity in handling consumers" with a weighted Servqual value of -0.072. The most satisfactory criterion is the Reliability dimension which has the criteria "fast and uncomplicated service procedures" with a weighted servqual value of -0.010.

Unveiling the Landscape of Sustainable Logistics Service Quality: A Bibliometric Analysis

In today's environmentally conscious world, where environmental sustainability and consumer demand for responsible business practices are Sustainable Logistics Service Quality (SLSQ) has emerged as a critical focus in supply chain management, driven by increasing environmental concerns and consumer demand for responsible business practices. This study conducts a bibliometric analysis of 546 Scopus-indexed documents published between 1994 and 2024, systematically uncovering key research trends, thematic clusters, and gaps in SLSQ. Findings reveal a marked increase in SLSQ research since 2013, spurred by regulatory pressures, advancements in digital technologies, and growing consumer expectations for sustainable logistics. Dominant themes include the integration of cutting-edge technologies such as artificial intelligence (AI), big data analytics, blockchain, and sustainable transportation methods, which collectively enhance logistics service quality while reducing environmental impacts. Additionally, a notable trend is the alignment of logistics services with sustainability goals, reflecting both academic interest and industry imperatives to lower carbon footprints and improve resource efficiency, particularly in sectors like e-commerce. Despite these advancements, the study identifies significant gaps, particularly the lack of multidimensional metrics capable of comprehensively evaluating SLSQ across social, environmental, and economic dimensions. This highlights an urgent need for standardized and holistic frameworks to guide logistics providers in achieving operational efficiency and sustainability objectives. By bridging service quality and sustainability, this research addresses an underexplored area and provides a foundation for future scholarly work in SLSQ. Practical implications include guiding logistics providers and policymakers in formulating sustainable practices that align with regulatory requirements and enhance customer satisfaction. For academia, it offers a pathway to develop robust SLSQ metrics and frameworks, advancing sustainable logistics strategies and fostering a more efficient, eco-friendly, and customer-centric logistics ecosystem.

Restaurants in the Digital Age: Embrace Technology to Drive Efficiency and Customer Satisfaction

The integration of technology into the restaurant industry has transformed operations, customer experiences, and employee roles, especially following the COVID-19 pandemic. This evolution includes reliance on cloud-based systems, mobile applications, and AI-driven solutions, presenting both opportunities and challenges. Enhanced digital ordering, personalized experiences, and data-driven strategies have reshaped consumer expectations, while innovations like voice AI in drive-thrus and chatbots optimize efficiency. However, the dependency on uninterrupted internet connectivity heightens operational vulnerabilities. To adapt, industry leaders must embrace, champion, and effectively communicate technological advancements to both employees and customers. This proactive approach ensures streamlined operations and builds confidence in emerging technologies, fostering resilience in a rapidly evolving digital landscape.

Effect of Different Levels of Sugar and Jaggery Coating on Freezing of Strawberry (Fragaria x ananassa) var. Winter Dawn

The present study was investigated the physiological changes occurring in strawberry fruits during storage and examined their effects on various quality attributes. The fruits were subjected to different storage treatments, namely T0 to T9. The study focused on analyzing parameters such as weight loss, firmness, total soluble solids (TSS), ascorbic acid content, pH, color, texture, taste, aroma, and overall acceptability. The results revealed significant variations in these quality attributes across the different storage treatments. In terms of weight loss, the minimum recorded was in T3, which experienced a loss of 12.88%, while the maximum weight loss was observed in T9 (38.00%), followed by T7 (14.22%). When it came to firmness, T3 exhibited the highest value of 20.88, indicating better fruit texture, while T7 had the lowest firmness (19.7), followed by T2 (20.84). The study also assessed the TSS content of the strawberry fruits, with T3 exhibiting the highest value of 8.83, indicating a higher sugar content, while T7 had the lowest TSS (7.20), followed by T2 (8.10). In terms of ascorbic acid content, T3 had the maximum value of 0.24, indicating higher vitamin C content, while T7 had the lowest (0.20), followed by T8 (0.23). Moreover, the study analyzed pH levels, with T3 showing the highest value of 3.61, while T9 had the lowest pH (3.46), followed by T8 (3.55). Additionally, T3 had the highest color intensity (9), whereas T0 had the lowest (6.93), followed by T8 (8.54). Furthermore, texture, taste, aroma, and overall acceptability were examined. Where, T3 received the highest scores for texture, taste, aroma, and overall acceptability, indicating superior sensory attributes, while T7 had the lowest scores, followed by T6. In summary, the study provided insights into the physiological changes occurring in strawberry fruits during storage and their impact on quality attributes. The findings highlight the importance of selecting appropriate storage conditions to minimize weight loss, maintain firmness, optimize TSS and ascorbic acid content, control pH levels, enhance color intensity, and improve sensory characteristics. Implementing these findings can contribute to preserving the quality and market value of strawberries, ultimately satisfying consumer preferences and expectations.

Consumer Expectations for Cream Cheese: A Category Appraisal Study in the United Kingdom with Dairy and Plant-Based Variants in Various Flavours

Consumer Expectations for Cream Cheese: A Category Appraisal Study in the United Kingdom with Dairy and Plant-Based Variants in Various Flavours

Packaging of organic food—the dilemma of consumers’ internal and external motives

This study provides empirical insights to clarify consumers’ motives for choosing organic food and the importance of the packaging of organic food in shaping consumers’ perceptions of food organicity. Based on a survey of 497 consumers of organic food in Ukraine, we investigate the extent to which organic packaging can serve as an indicator of external (altruistic) consumers’ expectations and whether the environmental friendliness of consumer choice is related to their expectations of sustainability (greenness) of organic food at all stages of their life cycle. We have found that there is no clear distinction between internal and external consumer motives in the perception of food organicity due to the perception of packaging organicity as part of food organicity. However, organic packaging can be an indicator of external (altruistic) consumer motives, subject to the limitations that organic packaging is less related to health care and more to altruistic motives. Consumers driven by external motives may expect produce to be organic at all stages of their life cycle and are more likely to rely on the producer’s commitment to environmental responsibility. Organic producers should consider this in their marketing strategies to meet consumer expectations and avoid the risk of greenwashing. Our results can serve as a starting point for further exploration of ways to foster mutual understanding between consumers and producers regarding shared environmental responsibility.

Conventional and Innovative Drying/Roasting Technologies: Effect on Bioactive and Sensorial Profiles in Nuts and Nut-Based Products

Nuts are widely recognized for their exceptional nutritional value, being rich in bioactive compounds such as polyphenols, mono- and polyunsaturated fatty acids, dietary fiber, and essential minerals. This review focuses on the effects of roasting technologies, specifically of pistachios, hazelnuts, and almonds, evaluating the changes in polyphenol contents, lipid profiles, and the release of volatile organic compounds through the Maillard reaction. Roasting, a common processing technique, enhances the sensory attributes of nuts, including flavor, aroma, and texture, while simultaneously influencing their nutritional and chemical profiles. The Maillard reaction, triggered during roasting, plays a crucial role in developing the characteristic flavors of roasted nuts, but can also lead to the formation of acrylamide under certain conditions. Understanding the balance between enhancing sensory quality and retaining nutritional properties is essential for optimizing roasting conditions. Innovative technologies offer sustainable and efficient alternatives to traditional methods. By focusing on these three major nut varieties, this review provides valuable insights into the changes that occur before and after roasting, highlighting strategies to balance sensory qualities and nutritional preservation. Further research is essential to refine these techniques, enabling the production of high-quality nuts that deliver superior health benefits while meeting consumer expectations.

High hopes, hard falls: consumer expectations and reactions to AI-human collaboration in advertising

This paper explores what people expect from AI-human collaboration in a creative domain and how they react when the outcomes fall short of those expectations. Study 1 utilized open-ended questions and content analysis to establish that consumers expect ads created through AI-human collaboration to be of superior quality compared to those created through AI-AI or human-human collaboration. This expectation arises from consumers’ beliefs in enhanced informational task management, the generation of innovative ideas, improved creative research, and greater efficiency in collaboration when AI and humans work together. Given these high expectations, Study 2, conducted in an experimental setting, reveals that consumers evaluate subpar ads produced through AI-human collaboration more negatively due to negative expectancy disconfirmation. Study 3 further examines individual differences as a moderating factor, demonstrating that the negative impact of expectancy disconfirmation is more pronounced among individuals with higher expectations of AI-human collaboration superiority.

When the Internet Gets Under Our Skin: Reassessing Consumer Law and Policy in a Society of Cyborgs

Abstract In this article, the authors identify and explore the phenomenon of consumer cyborgification and ask what the legal and ethical implications of this emerging trend are. They consider whether fundamental legal principles, concepts, and assumptions in various EU acts and directives are adequate to address these challenges or whether these need to be reassessed in light of novel forms of vulnerability. They also ask what alternatives might be suggested. In the era of the consumer Internet of Things (IoT), consumer expectations of privacy, security, and durability are changing. While the consumer uses of the IoT often revolve around improving efficiency (e.g., of the body, the home, the car) and enhancing experiences through datafication of our bodies and environments and personalization of services and interfaces, the power of IoT companies to influence consumer behaviours and preferences is increasing in part because the hybridization of humans and machines. Cyborgification allows our behaviours to be individually and continuously monitored and nudged in real time. Our bodies and minds are reflected back at us through data, shaping the narratives we tell about ourselves and our surroundings, and this is creating new lifeworlds and shaping our preferences, roles, and identities. This presents novel benefits, as well as risks in the potential exploitation of novel vulnerabilities. With technology under the skin, both metaphorically (in relation to products that become a sensory accessory to the body and influence the perception and physical reality of one’s body and lifeworld) and literally (in the form of microchips, cybernetic implants, and biometric sensors and actuators), cyborg consumers are more vulnerable to manipulative practices, unfair contractual terms, automated decision-making, and to privacy and security breaches. Cyborg consumers are therefore more susceptible to damage, financial and physical, caused by defective products, low-quality services, and lax cybersecurity. Law, policy, and practice must go further than merely enhancing transparency and consent processes and prohibit practices and business models that are premised on manipulating the need to anticipate and manage the working of technologies under the skin, i.e., that which undermines consumer and public interests systematically. The law needs to be agile and responsive to the changes the IoT has established in the consumer–producer relationship. Consumer laws, including the contractual/consenting process itself, must be reviewed and reimagined to ensure more robust protections.

Bioactive Compounds in Herbal Shampoos: A Comprehensive Review of their Efficacy in Promoting Hair Growth and Controlling Dandruff

Herbal shampoos have emerged as a sustainable alternative to synthetic formulations, leveraging the therapeutic properties of natural ingredients for hair health. This systematic review explores the formulation and evaluation of herbal shampoos for promoting hair growth and combating dandruff. Traditional uses of herbs such as Neem, Bhringraj, and Aloe Vera are highlighted, emphasizing their antifungal, anti-inflammatory, and hair-strengthening benefits. Modern formulation techniques, including natural surfactants and nanotechnology, enhance the stability and efficacy of these products. Evaluation parameters such as pH, viscosity, antimicrobial activity, and hair growth assays are discussed, providing a comprehensive framework for quality assessment. Recent advancements in ingredient selection, synergistic herb combinations, and clinical validation underscore the growing scientific interest in herbal shampoos. The review also identifies challenges such as ingredient variability, regulatory compliance, consumer expectations, and strategies for addressing them. It also highlights future directions, including personalized formulations, exploration of underutilized herbs, and integration of AI and biotechnological tools. Herbal shampoos represent a fusion of traditional knowledge and scientific innovation, offering a safe and eco-friendly solution for diverse hair concerns. By addressing current limitations and leveraging technological advancements, these products have the potential to revolutionize the hair care industry.

Efficacy of a topical live probiotic in improving skin health.

Micrococcus luteus is a commensal bacterial member of the human skin and is essential in keeping the balance among the various microbial flora of the skin. M. luteus strain Q24 or BLIS Q24™ was isolated from the skin of a healthy human adult and is known to produce a unique antimicrobial spectrum that is inhibitory towards pathogens associated with skin diseases. It has been developed as a probiotic with potential applications in improving overall skin health. This study aimed to evaluate the perceived changes in skin quality following topical application of a formulation containing skin commensal probiotic BLIS Q24™. A 28-day study involving 96 participants with self-reported normal skin with occasional blemishes or breakouts, topically applied a serum formulation containing BLIS Q24™ to the face. Participants quantitatively evaluated the probiotic serum effect on their skin at baseline Day 0 and then again on Day 10, 20 and 28 of the application. In addition, participants maintained a photo diary to record the perceived changes to their skin. A total of 96 participants completed this research. In comparison to the baseline (Day 0), within 10 days, a significant reduction in blackheads (48%), oiliness (48%), blemishes (57%), dry areas (23%), redness/rosacea (45%) and flaky and rough skin (38%) were reported. The probiotic serum was also effective in a significant reduction in fine lines and wrinkles (38%), whiteheads (41%), pimples (55%), age spots (29%), and acne (21%) by the end of 28 days of probiotic application. Overall, there's agreement that probiotic serum delivers or exceeds consumer expectations from the concept and performs just as well, or better, than their regular moisturizer. An approach of delivering a live probiotic packaged in an innovative formula to improve several skin conditions in otherwise healthy individuals was found to be successful. This study highlights that a serum formulation containing BLIS Q24™ has a positive impact on skin health. It is effective topically in reducing the appearance of skin blemishes, oiliness, wrinkles, redness, and dryness. BLIS Q24™ offers the potential for preventing skin health-related issues and routine maintenance of skin microbiome for healthy skin.