Consumer Expectations Research Articles

Analysis of Human Resources performance through Innovation (Literature Study)

Human resources are an important factor in economic development in Indonesia. Abundant human resources if used effectively and efficiently are certainly very useful in the pace of sustainable development. Innovation is a new idea or concept with the aim of improving a product according to consumer expectations and desires. The relationship between human resources and innovation is very close, where innovation must be carried out for the benefit of the organization and also create innovative human resources in order to create a culture of innovation in an organization. This research uses a literature study using relevant research. In other research, it was found that there are obstacles in developing innovative human resources. This is caused by not yet finding the right strategy, an inappropriate reward system and ineffective training. To overcome this problem, human resources are needed who have the ability to develop other human resources with innovation and guarantee employee satisfaction with the awards they receive, in the form of salaries, incentives and other things.

Consumer’s satisfaction towards service delivery of Nepal Electricity Authority: (A case study of Kuleshwor branch)

Consumer satisfaction is fulfillment of consumer need, desires and expectation from their service provider. Now days, organization are trying to fulfill the consumer expectation and they are taking consumer satisfaction as primary goal of their organization. Main objective of present research article is to assess the consumer satisfaction towards maintenance service ,new consumer service ,meter reading service and revenue payment service provided by Nepal Electricity Authority, Kuleshwor branch. This study follows descriptive and analytical research design. Primary data has used in this study. The population for this study is all the consumer of Kuleshwor branch and fifty consumers taken as sample for this study. Questionnaire is the main tools of data collection. For the collection of data five point Likert’s scale has used. Mean, standard deviation and variance have been used as main statistical tool for analysis of data. From this research it is concluded that that overall satisfaction of consumers towards service delivery of NEA Kuleshwor branch is satisfactory but not best.

Linking business sustainable development with entrepreneurial marketing practices: Evidence from small and medium enterprises in Ethiopia

AbstractBusiness sustainable development (BSD) refers to practices that meet current economic, environmental, and social needs without compromising the ability of future generations to meet their own needs. In Ethiopia, prior studies overlooked this concept when studying entrepreneurial marketing practices (EMP) in small and medium enterprises (SMEs). This study aimed to investigate the effect of these practices on the BSD. Employing a mixed‐methods approach, primary and secondary data from 387 SMEs (selected via stratified and simple random sampling from 5765) are analyzed using structural equation modeling (SEM). Results demonstrate a significant, positive relationship between EMP such as innovativeness, opportunity focus, value creation, proactiveness, and sustainable development. The study underscores the necessity for SMEs to enhance marketing practices to ensure long‐term viability and competitiveness. It highlights stakeholder engagement: policymakers, local communities, and consumers as critical for aligning marketing efforts with sustainability goals. This engagement not only meets consumer expectations for ethically driven businesses but also enhances inclusive growth and community welfare. By promoting dialogue among stakeholders, SMEs drive sustainable development initiatives and advocate for policies supporting environmentally and socially responsible practices, contributing to a greener, socially conscious economy. Future research should explore mediating or moderating variables across different SME types and regions. This study's novelty lies in its insights into how EMP impact SME sustainable development within Ethiopia, offering valuable insights for strategic decision‐making and highlighting the pivotal role of entrepreneurial marketing (EM) in achieving long‐term success in dynamic markets.

INTEREST IN PURCHASING PRODUCTS WITH BRAND CONTENT LOVE AND COMMUNITY ENGAGEMENT ON SOCIAL MEDIA

Objective: The objective of this study is to examine the influence of brand love, fostered by social media content, on the desire of consumers to engage with brand communities on social media, ultimately leading to purchase intentions. Method: The research employed a non-probability random sampling procedure for data collection. Structural Equation Modeling (SEM) was utilized to test research hypotheses through models formulated using R Studio. Result and Discussion: The findings indicate that both brand passion and brand affection significantly affect social media engagement and brand purchase intention. Brand affection notably influences brand purchase intention through engagement with social media brand communities, while the impact of brand passion on brand purchase intention through such engagement was found to be insignificant. Research Implications: The research underscores the pivotal role of brand love in stimulating transactional desires through engagement within social media communities, thereby providing valuable insights for brands to enhance their future social media marketing strategies. Originality/Value: To enhance brand purchase intention for skincare products in Makassar City, Indonesia, this research found that brand passion must be elevated first. This can be achieved by creating positive experiences in every interaction between the brand and consumers. Consequently, brands need to build social media communities that resonate with the affections of skincare consumers. Managers should concentrate on identifying relevant consumer expectations to cultivate an appropriate social media environment for the target audience.

Analisis Faktor-Faktor yang Mempengaruhi Keputusan Pembelian Skincare pada E-Commerce: Implementasi Sistem Informasi Manajemen

This study aims to analyze the effect of management information systems on E-Commerce purchasing decisions for skincare products. This study uses the literature review method to analyze related articles from various relevant literature sources. This article reviews the factors that influence skin care purchasing decisions on E-Commerce. In this context, factors such as product quality, price, brand reputation, user reviews, promotions, user experience, product availability, return policy, and user experience are potential variables influencing consumer purchasing behaviour. The results showed that management information systems significantly influence purchasing decisions for skincare products in E-Commerce. This research provides practical implications for beauty industry players and e-commerce to improve marketing strategies, product management, and customer service. By understanding the significant factors in purchasing decisions, e-commerce can optimize management information systems to meet consumer expectations and increase the market share of skincare products online

Analysis of brazilian consumer dissatisfaction with purchases in physical and online stores between 2016 and 2023

This study analyzes consumer dissatisfaction in Brazil through 7.4 million complaints filed between 2016 and 2023 on Consumidor.gov.br related to purchases in physical and online stores. Descriptive statistics and chi-square tests reveal key demographics and complaint features. All null hypothesis was rejected. Men aged 31-40 from the Southeast, particularly São Paulo, dominate complaints. Financial services, telecommunications, and transportation top complaint categories. Most complaints were filed in 2021 and successfully resolved on the platform. Notably, a significant portion of consumers contested their complaints, highlighting potential post-purchase dissatisfaction beyond initial resolutions. This study reveals that exist variance concerning consumer expectations and the characteristic of the product or service brought by the respondent company. By understanding causes of dissatisfaction, it becomes possible to seek developments in the products and services offered to elevate overall post-purchase satisfaction levels.

Adaptive Chatbots: Real-Time Sentiment Analysis for Customer Support

In the era of digital transformation and increasing online interactions, customer support is a critical aspect of business success. This paper investigates the development of adaptive customer support chatbots that use real-time sentiment analysis to generate contextually appropriate responses. By leveraging advanced sentiment detection techniques, the system aims to enhance user interaction, satisfaction, and overall customer service experience. This innovation is particularly relevant in today's fast-paced, digitally connected world where personalized and empathetic customer service can significantly impact brand loyalty and customer retention. The proposed approach addresses the growing demand for more intelligent and emotionally aware chatbots, aligning with current trends in artificial intelligence and consumer expectations.

Optimizing positive goal framing in advertising: differential consumer responses to new product categories

PurposeThis research delves into the nuanced effects of positive goal framing quantity in advertising on consumer reactions towards new products, categorizing them into incrementally new products (INPs) and really new products (RNPs). It moves beyond the traditional binary evaluation of advertising effectiveness, offering a more intricate analysis of consumer engagement based on product novelty.Design/methodology/approachEmploying a comprehensive dataset encompassing 461 digital video advertisements from six leading technology-centric firms, this study employs content analysis alongside hierarchical polynomial regression to dissect the dynamics between the volume of positive goal framings and consumer engagements. This examination is contextualized within the spectrum of product innovation, offering insights into the differential consumer behaviors elicited by INPs and RNPs.FindingsThe investigation uncovers a non-linear, inverted U-shaped correlation between the volume of positive goal framings and consumer responses. This relationship exhibits variability in its intensity between INPs and RNPs, with INPs demonstrating a more pronounced response variability around a higher inflection point on the curve. This pattern underscores the complex interplay between goal framing and product novelty in shaping consumer perceptions and actions.Originality/valueThis study pioneers the exploration of goal framing within the realm of product advertising, shifting the analytical lens from its traditional roots in health and medicine to the intricacies of consumer behavior in response to advertising. By introducing a distinctive classification of product newness through INPs and RNPs, the research augments current understanding of effective advertising strategies, delivering profound insights for marketers and advertisers in tailoring their campaigns to align with consumer expectations and product characteristics.

Use of distinct projective techniques in investigating participants' perception of a clean label dairy product: A study on the presence of additives/stabilizers in Ultra high temperature processing milk's label in Brazil

AbstractUsing an online questionnaire, the perception of additives/stabilizers in ultra‐high temperature (UHT) milk was investigated using different projective techniques. Clustering data on the Food Choice Questionnaire (FCQ) identified two groups of participants, Moderates and Judicious, with the latter assigning significantly higher agreement scores for all FCQ items. In the Word Association task, clean label UHT milk was more associated with “Nutrients and Constituents” by the Moderates and less by the Judicious, suggesting that for part of the interviewed participants, the absence of stabilizers increases the general quality of the product. In the Product Personality Profiling task, the same product was related to “young people” and a “balanced diet” by the Moderates. At the same time, the Judicious was designed for a stereotype of healthy living. Finally, the methodologies used provide valuable insights into the dairy sector, holistically highlighting the nuances in consumer preferences and expectations, offering a significant strategic opportunity for developing and promoting new clean‐label products in the segment.Practical ApplicationInvestigating consumer perceptions regarding the absence of additives offers valuable insights for marketing strategies and product development aimed at different consumer market segments, especially the dairy sector, and contributes to consumer psychology and behavioral research. At the same time, the food industry can use these findings to improve attribute communication, build consumer confidence, and adapt products to identified preferences, reflecting a practical intersection between academia and the industry.

Prospects for implementing genetic sequencing technologies in healthcare

The article presents the results of a study of the prospects for the development and introduction of genetic sequencing technologies into the practice of healthcare in the Russian Federation. The research is carried out within the framework of the strategic directions of scientific and technical development of the Russian Federation, outlined in the Decree of the President of the Russian Federation, as well as within the framework of the development of end-to-end technologies, which are specified in the Concept of Technological Development of the Russian Federation until 2030. The use of genetic technologies opens up wide opportunities in various fields of medicine and makes it possible to implement the principles of personalization, personification, and predictivity of healthcare aimed at improving the quality of medical care. The purpose of the study was to investigate the market of medical services for genetic sequencing to assess trends, prospects, and directions of its development. To conduct the study, theoretical research methods, i.e. the study of literary sources on the research problem, as well as empirical methods (questionnaires) were used. The authors developed a questionnaire examining the expectations of potential consumers of the market of innovative med ical technologies, including genetic sequencing technologies. A survey included 640 respondents living in the Russian Federation, the Republic of Kazakhstan, Belarus, etc. (a total of 13 states). The obtained data were subjected to quantitative and qualitative processing of the material. The correlation between the age, gender of the respondents, the country of residence, the level of their education (secondary education, secondary vocational training, higher education), the field of their education (medical, pedagogi cal, engineering), and their attitudes to the prospects for the implementation of genetic health technology in the coming decades has been studied. The data obtained make it possible to study the characteristics of the target audience, which is expected to reach the peak of fertility by the time of the globalization of genetic engineering, and build a model of the future consumer of medical services of genetic sequencing. The study al lowed exploring the potential of the market for medical services of genetic sequencing. The data obtained make it possible to develop methodological approaches for studying the requests and technologies for generating demand from consumers of these medical services living in Russia, the countries of the Commonwealth of Independent States, and members of BRICS.

Enhancing Muslim Consumer Purchasing Decisions: The Impact of Product Quality, Price, Service Excellence, and Halal Certification

This research aims to determine the influence of Product Quality, Price, Service Quality, and Halal Certification on Muslim Consumer Purchasing Decisions at "Holland Bakery" in DKI Jakarta. The sample consists of 112 respondents who have purchased "Holland Bakery" products, selected through purposive sampling. Findings indicate that product quality and price positively and significantly affect purchasing decisions. However, service quality and Halal certification do not significantly impact purchasing decisions. From a managerial perspective, this research provides key insights for targeting the Muslim consumer market. It emphasizes that while product quality and competitive pricing are crucial, the presence of halal certification and superior service quality may not significantly sway purchasing decisions. Managers should focus on maintaining high product quality and competitive prices to meet the expectations of Muslim consumers, who prioritize these factors when making purchasing decisions.

Expectations of bank automation: the influence of consumer cognitive schema

PurposeThis study aims to investigate the drivers of bank automation system performance expectancy compared to that of bank employees. The purpose is to shed light on the role played by consumers' cognitive schema on automation that is the perfect automation schema (PAS).Design/methodology/approachA survey was administered to about 500 Italian subjects to measure their PAS; financial knowledge, anxiety, and security; and sociodemographic and socioeconomic variables. Ordered probit regressions and an instrumental variable two-stage least squares regression are run.FindingsThe analyses reveal that cognitive schemas play a crucial role in consumer expectations in banking. Individuals with stronger PAS tend to have more positive expectations about bank automation performance compared to employee performance. Financial anxiety and knowledge positively affect bank automation performance expectancy while women, older people, and financially insecure subjects have poor expectations of automated banking systems.Originality/valueThis study extends the understanding of key consumer characteristics that affect bank automation performance expectancy compared to that of bank employees in services delivery in the Italian context. Moreover, it provides useful results for researchers, practitioners, banking institutions, and regulators.

Molecular decoding a meat-like aroma generated from Laetiporus sulphureus-mediated fermentation of onion (Allium cepa L.)

The organoleptic properties of plant-based meat alternatives do not meet consumer expectations due to the lack of characteristic flavors resembling meat. To address this challenge, a fermentation system utilizing Laetiporussulphureus was developed to generate a meat-like and fatty flavor from a vegetable source, onion. By means of multiple stir bar sorptive extraction and gas chromatography-mass spectrometry-olfactometry, an unsaturated aldehyde, (E,Z)-2,4-decadienal, which imparts a tallow-like and fatty odor, and a sulfurous compound benzothiazole, with a broth-like odor were identified, which well contributed to the characteristic odor of the supernatant. (E,Z)-2,4-Decadienal as the most important odorant (odor activity value = 206) was biosynthesized by transformation of linoleic acid with L.sulphureus, as revealed by isotopic tracing experiments. For the first time in Basidiomycota, the biogenetic pathway of (E,Z)-2,4-decadienal from linoleic acid was proposed.

Формування умов ефективного функціонування транспортної системи автотранспортного підприємства

Road transport enterprises must constantly pay attention to increasing the efficiency of the production of quality transport services, in accordance with the requirements and expectations of consumers. During the production and provision of transport services, the flow of production processes in the transport system, problems often arise in the external and internal environment of the enterprise, which require a mandatory solution. The most common problems include the following: non-compliance of technical means with the requirements and expectations of service consumers in terms of the quality of passenger service, ensuring the necessary conditions for cargo transportation; significant negative impact of the transport process on the natural environment; not fully ensuring the safety of passenger transportation and ensuring the safety of traffic on the roads; imperfection of the system, methods, mechanism of planning and monitoring of transportation processes; imperfection of regulatory and legal regulation and control of the technical condition of vehicles in the organization of transportation; the level of driver training is not always sufficient. When conducting research on the organization of transport processes and ensuring traffic safety on roads, the enterprise must use a methodical approach to evaluate the process of production of transport services, the functioning of the enterprise's production process, which must include three main stages: development of indicators and mechanisms for evaluating the flow of processes; assessment of the efficiency of the transportation process; analysis of assessment results and development of measures to improve service production processes. The main tasks of improving the processes of service production are the formation of the transport system of the enterprise, which includes: transport flows, personnel and technical support of transport, road environment in the transport zone. The transport system and all its constituent parts must be provided with means of monitoring and mechanisms of influence and improvement of the processes of production of transport services. The process of improving the functioning of the enterprise's transport system should be conducted in three important directions: monitoring the transport process, studying and analysing the service market and taking into account the requirements and expectations of consumers, using calculation methods to determine negative impacts on the process and developing measures and mechanisms to prevent them.

Методи обґрунтування запасів запасних частин у системі управління транспортним процесом

The article formulates directions and analyzes the possibilities of substantiating and choosing the most optimal variant of applying mathematical models for forecasting the number and range of spare parts. The provided recommendations allow to take into account the multi-brand fleets of motor transport enterprises and trends for extrapolation in the short term, identified by the results of observations in real operating conditions. The main reasons for the occurrence of prolonged vehicle downtime due to technical malfunctions are considered. Traditional methods of planning spare parts inventories based on the use of reliability theory and results of mileage forecasting, standard time to failure; inventory management theory and statistical methods for forecasting random processes; methods of operations research; economic and mathematical methods; stochastic methods of transformation of random variables are analyzed. The article formalizes the grouping of factors that affect the size of stocks and the range of spare parts in the operation of rolling stock of enterprises, depending on the state of the system of organization of work of services for maintenance and repair of vehicles; structure of the fleet and technical characteristics of vehicles; level of development of the production base; availability, interest and qualification of personnel; operating conditions of automotive equipment. It is proposed to improve the logistics of spare parts inventory management and to formulate measures to improve the performance of carriers based on an assessment of the total costs incurred by the enterprise to maintain the reliability of rolling stock in operation and taking into account the amount of lost profit due to vehicle downtime in the technical service units. At the same time, it is recommended to use the mathematical apparatus of fuzzy set theory for decision-making, which allows formalizing the parameters of vaguely defined expectations of consumers of motor transport services and reducing the subjectivity of decision-making when solving problems of optimizing spare parts stocks in the transport process management system based on the analysis of the structure of consumer properties and service quality indicators.

Digital Transformation in Retail: Strategies for Brick-and-Mortar Stores

Digital transformation has become imperative for brick-and-mortar retail stores facing the challenge of adapting to evolving consumer behaviors and competitive pressures in the digital age. This paper explores strategies and best practices for leveraging digital technologies to enhance customer experience, optimize operations, and drive growth in traditional retail environments. The rapid adoption of online shopping, mobile commerce, and digital platforms has reshaped consumer expectations and shopping habits. Brick-and-mortar retailers must embrace digital transformation initiatives to remain relevant and competitive in a dynamic retail landscape. This study examines successful case studies and empirical research to identify effective strategies for integrating digital technologies into retail operations.

From Psychology to Engagement: Tracing the Evolution of Customer Service Dynamics

This paper aims to explore the evolution of customer service through the integration of psychological and marketing theories, tracing its development from early organizational psychology to contemporary customer engagement strategies. The study employs a historical analysis of literature, examining key theories and models from psychology and marketing that have contributed to the evolution of customer service. It reviews seminal works and influential theories over several decades, highlighting their impact on understanding consumer behavior and service quality. The analysis reveals a significant transformation in customer service concepts, driven by insights from cognitive dissonance, equity theory, and expectancy disconfirmation, among others. The study highlights the emergence of service marketing in the 1980s, the shift towards customer-centric approaches in the 2000s, and the critical role of digital technologies and social media in facilitating customer engagement. These developments underscore the ongoing adaptation required to meet evolving consumer expectations. This paper provides a comprehensive overview of the evolution of customer service, synthesizing insights from various fields to present a cohesive understanding of its trajectory. By connecting past theories with current practices, it offers valuable insights for academics and practitioners seeking to navigate the complexities of modern consumer behavior and service management.

Community health workers’ continuance of mobile health applications: An extended expectation confirmation model

Mobile health applications (MHAs) have been widely used by community health workers (CHWs) in primary care to facilitate their workflow, but the continuance of these applications by CHWs remains inadequate. This article employs expectation confirmation theory as the overarching theory, complemented by the information system success model and the consumer expectations model, to propose a research model aimed at examining the factors influencing CHWs’ MHA continuance. To validate this research model, a survey was conducted involving 459 CHWs who used MHAs. The analysis results confirm many hypothetical relationships within the research model. First, we propose an extended expectation confirmation model remedying deficiency of the expectation confirmation theory. Second, this study uncovers an inverted U-shaped relationship between CHWs’ expectations and expectation confirmation. Third, we study continuance from a novel perspective – that of CHWs. Fourth, we reveal one boundary condition of our research model by considering the moderating role of health institution type. In addition, practical implications for both policymakers in healthcare systems and MHA providers are delivered.

The Fourth Industrial Revolution: A Historical and Conceptual Review

The economic and social progress of countries around the world is linked to the development of industry. Industrial organizations also seek to improve their production processes to meet the continuous changes in customer demands and commodity specifications and improve their competition in the market. The most prominent challenges that organizations face are digital technological developments that play an important role in improving production processes and making them more flexible and efficient. The adoption of new technologies is an inevitable response. According to the world's manufacturing leaders, the developments represent the emergence of a new revolution in manufacturing, referred to as the Fourth Industrial Revolution (Industry 4.0), which represents the process of fully digitizing production processes. This paper aims to provide an overview of the historical development of the industrial revolutions that led to the emergence of Industry 4.0, with a presentation of international initiatives in this regard and a discussion of the most prominent proposals on its concept. A qualitative analysis based on a literature review was used to achieve the goal and answer the question: How did the historical development of Industry 4.0 lead to the emergence and development of the concept, and what are the basic characteristics that distinguish it from previous industrial revolutions? The reasons that led to the fourth era of the industrial revolutions are due to a group of different interrelated factors, including technological progress, economic factors, changing consumer expectations, government initiatives, and the availability of data.

High-Tech Sustainable Beauty: Exploring Nanotechnology for the Development of Cosmetics Using Plant and Animal By-Products

In a world increasingly focused on eco-conscious living, the cosmetic industry is actively adopting nanotechnology to transform plant and animal by-products into high-value beauty products. This comprehensive review explores the innovative and sustainable approaches for extracting and utilizing bioactive compounds from these by-products. The application of nanocarrier systems is highlighted for their role in enhancing the delivery efficacy and safety of these ingredients in skincare and beauty products. Consumer demand and environmental concerns drive the shift towards natural and sustainable cosmetic products. Traditional cosmetic production often involves significant ecological impacts, prompting the industry to seek greener alternatives. This review addresses the critical need for sustainable beauty solutions that align with global sustainability goals, particularly those outlined in the 2030 Agenda for Sustainable Development. The review provides valuable insights into current trends and future directions in sustainable cosmetics by focusing on nanotechnology and by-products. The review uniquely integrates nanotechnology with sustainability practices in the cosmetic industry. It details the benefits of using nanocarriers to improve the stability, bioavailability, and efficacy of bioactive compounds derived from natural waste. This intersection of high-tech methodologies and sustainability offers a novel perspective on cosmetic innovation. Future research should focus on overcoming the technical, regulatory, and economic challenges of scaling up nanotechnology applications. Investigations should include the development of transparent supply chains, standardization methods for characterizing nanoparticles, and comprehensive lifecycle assessments to ensure environmental safety. Additionally, fostering collaboration between scientific research, industry practices, and consumer education is vital for advancing sustainable practices. This review contributes to the broader discourse on sustainable beauty by presenting a clear pathway for integrating these innovative approaches. It ensures that future cosmetic products meet consumer expectations for efficacy and safety and promote environmental stewardship and a circular economy, ultimately benefiting both the skin and the planet.