Consumer Perceptions Of Quality Research Articles

Does “Made in …” Also Apply to Services? An Empirical Assessment of the Country-of-Origin Effect in Service Settings

ABSTRACT The country-of-origin (COO) effect is one of the most prominent phenomena in the field of international marketing. Its influence on consumer quality perception, as well as on purchase decision, is strongly supported by a notable amount of empirical work. However, despite the obvious managerial relevance, most COO studies have been conducted with respect to products, whereas the impact of COO in service settings is a woefully underresearched area. This article fills that void by using limit conjoint analysis to empirically test the role of COO effect for services in two experimental settings. Specifically, the study investigates how much the relative importance of COO changes if additional quality cues are available for the consumer. Results lend support for the relevance of COO effects for services and provide useful implications for ways to utilize COO effects in international services marketing.

Price and Consumer Cost Responsibility Effects on Quality Perceptions and Price Negotiation Likelihood for Healthcare Services

ABSTRACT This paper presents the results of an experimental study that assessed potential differences in consumer quality perceptions and price negotiation likelihood for three healthcare procedures: a routine physical, rhinoplasty, and a root canal, based on varying levels of price and consumer cost responsibility. Results of this study did not support a general positive price-perceived quality relationship for any of the three procedures. However, several significant effects were observed for price negotiation likelihood. First, price negotiation likelihood was found to be higher for more expensive services (i.e., rhinoplasty) than less expensive services (i.e., routine physical). In addition, consumers were more likely to negotiate price when they were both responsible for the entire cost of an expensive procedure and not accustomed to paying the full cost. Lastly, people who likely perceived a relationship between price and quality were less likely to negotiate pricing at high price levels vis-à-vis low price levels.

A Multivariate Model of Perceived Quality in a Developing Country

This paper integrates past research and proposes a framework for the analysis of consumer perceptions of quality in a developing country. In this framework, consumer-perceived quality is hypothesized to be formed from several intrinsic and extrinsic cues that include product attributes, corporate image, perceived price, and country-of-origin information. A questionnaire served as a data-gathering instrument. Information on three computer brands was manipulated based on the four cues. Results from structural equations analysis reveal a broader conceptualization of consumer-perceived quality in Bangladesh as reflected in the model. In particular, it was found that for high-involvement products like computers, perceived product attribute (PPA) is the most important and price is the least important factor in shaping perceptions of product quality in the country.

Role of static and dynamic characteristics of diglycerol esters and β-lactoglobulin mixed films on foaming, 2: Adsorption and foaming

Foam formation and foam stability are criteria of primary importance for many aerated food formulations because consumer perception of quality is influenced by appearance. In this work, we have studied the effect of emulsifier concentration and protein/lipid ratio on the adsorption and foaming characteristics of mixed β-lactoglobulin and diglycerol ester (diglycerol-monolaurate and diglycerol-monostearate) aqueous solutions. The temperature, pH, and ionic strength were maintained constant at 20 °C, 7, and 0.05 M, respectively. The surface pressure isotherm of the mixed systems depended on the emulsifier concentration in solution and the protein/lipid ratio in the mixture. The saturation of the interface by the protein or lipid has a significant effect on the foaming capacity of mixed protein and lipid aqueous solutions. We have observed that there exist close relationships between foaming and the rate of diffusion of mixed β-lactoglobulin and diglycerol esters to the air–water interface. For a particular system the overall foam destabilization (the half-life time of the foam) and the individual destabilization processes (drainage, disproportionation, and coalescence) depend on the lipid, the protein and lipid concentrations, and the protein/lipid ratio in the mixture. The results for β-lactoglobulin+diglycerol ester aqueous solutions also confirm that there exists a relationship between the half-life time of volume of liquid drained from the foam ( θ 1/2) and the long-term surface pressure. However, a general correlation between foam stability and surface dilatational properties was not clearly reflected in this study.

Effects of Wine Bottle Closure Type on Consumer Purchase Intent and Price Expectation

The effects of natural cork, synthetic cork, and screwcap closures on the purchase intent and price expectation of wine consumers was examined for two commercial wines, a Chardonnay and a Merlot. Consumer purchase behavior was measured in a taste survey where participants tasted and rated the wines twice: once when the closure information was not known and a second time when the closure information was revealed. Causal effects were evaluated for impact on purchase behavior when the closure information was revealed using ordinary least squares regression, logistic regression models, and path analysis. Liking rating for the wine was the most important variable to impact purchase intent. The effect of liking on purchase intent was positive where there was ~10% higher probability of buying the wine for a 1-unit increase in liking rating; type of closure had only limited impact on purchase intent. The results for price expectation are different than for purchase intent in that liking did not impact expected price; quality had the greatest impact. For the expected price models, results indicated that consumers expected to pay significantly less for a bottle with a screwcap for both wines. The significant negative effect of the screwcap on expected price relative to synthetic and natural corks indicated a direct negative effect. However, the positive correlation of natural cork and negative correlation of screwcap with quality rating indicated that closure type also impacts expected price indirectly through consumer perception of quality.

Performance of Large White x Duroc pigs reared indoors and outdoors: meat and fat quality

During recent years, in order to satisfy consumer’s demand at meat quality and animal welfare, it has become popular to raise pigs outdoors. As reported by various authors this kind of rearing system may affects chemical-physical traits of meat but mainly the adipose tissue, characterised by an higher content of unsaturated fatty acids (Pugliese et al., 2004). The aim of this work is to verify the effect of rearing system on some meat and subcutaneous fat quality traits.For this reason, twelve Large White x Duroc pigs were raised under two different farming system following the organic regulations: six pigs were reared indoors while six pigs were reared outdoors on woodland pastures of 5000 m2. Both group were fed the same diet but, during the months of October and November, the pigs raised outdoors received 1kg/die of chestnuts (Castanea sativa) instead of maize. All animals were slaughtered at the target weight of about 140kg, reached at the age of 12 months for the indoor group and at the age of 13 months for the outdoor group. 24 hours after slaughtering, from all carcasses the left loin (muscle longissimus lumborum) was excised and vacuum packaged. The meat was analysed for the determination of: pHu, colour, water holding capacity (drip loss, water-bath loss and M/T ratio) and shear force on water-bath cooked meat; the subcutaneous fat was analysed for colour and shear force. To verify the effect of the different rearing system, data underwent to variance analysis (SAS, 1995).As regard the main results, the rearing conditions do not affect pHu values (5.43 vs 5.47), in agreement with results of other authors (Lebret et al., 2002; Pugliese et al., 2004). The colour parameters of meat are similar between indoor and outdoor pigs, in spite of the different age and of the attended different content of myoglobin. Shear force on water-bath cooked meat is significantly higher for the outdoors pigs (12.82kg vs 10.94kg) probably due to the higher exercise and to the older age at slaughter. Results of water-holding capacity show that outdoors pigs have a significantly lowest drip loss (2.78% vs 4.86%) and a significantly highest value of water-bath loss (32.36% vs 20.12%); no differences are revealed for the M/T ratio. These contradictory results on water-holding capacity are in agreement with other authors and may be related to the different methodologies used (Pugliese et al., 2004). As regard the quality of subcutaneous fat, it is possible to note that the outdoors pigs show lower value of C* (2.77 vs 4.56) and higher value of H* (58.33 vs 41.01) thus their fat is less coloured and clearer, in agreement with the results of Pugliese et al. (2004). No differences are revealed for shear force parameters: it seems that the consistence of fat is not influenced by rearing system even if it is well known that outdoors pigs have a different fatty acid composition than indoors pigs, mainly in terms of polyunsaturated fatty acid content.In conclusion it seems that the outdoor rearing system, further on influences the consumer perception of quality, effectively modifies some meat and fat quality traits, making interesting an ulterior deepening of this argument.

Formulation Engineering of Food Model Foams Containing Diglycerol Esters and β-Lactoglobulin

The foaming characteristics of low-molecular-weight emulsifiers (LMWEs) and proteins are important attributes during the production, storage, transport, and consumer perception of quality (appearance) of food dispersions (emulsions and foams). In this article, we consider the analysis of interfacial (adsorption isotherm and rate of adsorption) and foaming (foaming power and foam stability) properties of a typical milk protein (β-lactoglobulin) and diglycerol esters (diglycerol monostearate and diglycerol monolaurate) as LMWEs, as a function of the foaming agent concentration in aqueous solution. We observed that the adsorption and foaming power (foam capacity, gas and liquid retention in the foam, and foam density) increase with the foaming agent concentration in the aqueous phase. The adsorption kinetics at short adsorption times is diffusion-controlled. However, the mechanism that controls the long-term adsorption is the penetration of the foaming agent at the interface. At surface pressures lower than ...

Consumer-perceived quality in ‘traditional’ food chains: The case of the Greek meat supply chain

Recent food scares have increased consumer concern about meat safety. However, the Greek 'traditional' meat supply chain from producers to local butchers does not seem to realise the pressing consumer demand for certified meat quality. Or is it that, in such food chains, this demand is not so pressing yet? The present paper seeks to answer this question based on a survey conducted in the Athens area, involving a sample of 268 participants responsible for food purchasing decisions. The survey mainly aims to develop an integrated model of factors that affect consumer-perceived meat quality and to develop the profile of different consumer segments in relation to these perceptions. The substantial findings of the survey include the fact that, despite their enormous per capita consumption, the majority of consumers are not particularly involved in the meat-purchasing process. Rather they attach importance to visual intrinsic quality cues evaluated in a pre-purchasing context. In this respect, intrinsic quality cues are assigned a role similar to that of quality certification; coupled with the choice of traditional channels and the resulting personal relation with the butcher, they can be understood as efforts to decrease risk of the purchasing decision. Moreover, consumers with such behaviour seem to relate domestic country of origin of meat mostly with perceptions of general safety. Finally, a small, but promising trend with substantial marketing implications of frequent purchases of chicken and pork at supermarkets should not be ignored.

The Effect of Brand, Agent, and Price on Consumer Evaluation of Travel Services

Intense competition in the travel industry magnifies the importance of knowing what cues influence potential customers' perceptions of travel services. This research uses an established model to examine how price, brand and store variables (operationalized as vacation price, travel service brand name, and travel agent name) influence consumers' perceptions of travel service quality, perceived service value, and willingness to buy travel services. Results indicate that: (1) price has a substantial direct effect on consumer perceptions of quality and an inverse effect on consumer perceptions of value and willingness to buy, (2) perception of travel agent has a substantial direct effect on perceived quality and value, and (3) the only significant brand effect is the effect of airline brand on perceived quality.

Rethinking Consumer Perception of Food Quality

On the basis of a review of previous attempts to model the quality perception process, this paper presents a new model for understanding the consumer food quality perception process. It is argued that previous models suffer from two major shortcomings: (1) they focus too narrowly on the material quality dimensions of the product; in connection with food products in particular, it could be claimed that immaterial quality dimensions could have at least the same influence on consumers' quality perception; and (2) with a few exceptions, the models do not include the significance of the usage situation for consumer quality perception to any sufficient extent.

Food quality and safety: consumer perception and demand

Research on consumer quality perception is reviewed using the Total Food Quality Model as a structuring device. The relationship between food safety and quality is addressed, and is discussed in the context of research on consumer risk perception. Quality and safety perception is linked to food choice and consumer demand, addressing questions of price perception and the validity of willingness-to-pay measurements. It is concluded that food quality and safety are central issues in today's food economics, though many research questions remain to be addressed.

Interfacial, foaming and emulsifying characteristics of sodium caseinate as influenced by protein concentration in solution

The foaming and emulsifying characteristics of proteins are important attributes during the production stage, storage, transport, and consumer perception of quality (appearance) of food dispersions (emulsions and foams). In this contribution, we are concerned with the analysis of interfacial, foaming, and emulsifying characteristics of a typical milk protein (sodium caseinate) as a function of protein concentration in aqueous solution ( C, % w/w). We have observed that there exists close relationships between foaming (power of foaming, foam capacity, foam density, and foam conductivity) and the rate of diffusion (slope of π vs. t 1/2) of caseinate to the air–water interface. The foam stability (quantified by the relaxation time ( t) due to drainage and disproportionation/collapse) correlates linearly with the equilibrium surface pressure ( π e) of aqueous solutions of caseinate. At surface pressures lower than that of monolayer saturation (at C<1×10 −3%, w/w) the foaming is zero. The emulsifying capacity (quantified by the droplet size and the specific surface area) was correlated with the protein concentration in solution (surface pressure at equilibrium). Coalescence was observed only at the lower caseinate concentration in solution ( C<0.1%, w/w). As a coherent protein layer (multilayer) saturates the interface, at higher protein concentrations, the emulsion instability is due to flocculation and/or creaming. The coalescence and creaming rates correlate well with the protein concentration in solution (thus with the surface pressure and/or surface dilatational modulus).

Consumer-based quality of life assessment: the Maryland ask me! Project.

The concept of quality of life currently impacts program development, service delivery, management strategies, and outcome evaluation in the area of intellectual disabilities. Maryland uses peer interviewers to assess consumer-perceived quality of life among adult recipients of MR/DD services and supports. In this article we describe the survey instrument and procedures and discuss assessment issues of quality of responses, acquiescence, and proxy respondents. We present the psychometric properties for eight core quality of life domains among 923 people assessed in FY 2001. Results are summarized and development of a model for enhancing social inclusion, personal development, and self-determination was described. Service and personal characteristics relating to quality of life as well as some ways the results can be used for program enhancement are discussed.

Effect of perceived brand origin associations on consumer perceptions of quality

Reviews recent work in the country of origin and brand name literatures regarding the formation of perceptions regarding perceived brand origin. Based on this review, presents six hypotheses concerning such perceptions, including their effect on consumers’ ratings of quality. Using real brands in two experiments, finds support for several of our hypotheses relating to the effects of country of component source, country of manufacture, and country of corporate ownership. In particular, finds that country of manufacture had no effect on product quality evaluations when country of corporate ownership was also present.

International red meat trade.

The maturation of the US beef and pork markets and increasing consumer demands for convenience, safety, and nutrition suggests that the beef and pork industries must focus on product development and promotion. New marketing arrangements are developing that help coordinate production with consumer demands. The relative high levels of incomes in the United States are likely to increase the demands for branded products rather than increase total per capita consumption. Foreign markets represent the greatest opportunity for increased demand for commodity beef and pork products. Increasing incomes in developing countries will likely allow consumers to increase consumption of animal-source proteins. Real prices of beef and pork have declined substantially because of sagging domestic demand and increasing farm-level production technologies. Increasing US beef and pork exports have obviated some of the price declines. Pork attained a net export position from a quantity perspective in 1995. The United States continues to be a net importer of beef on a quantity basis but is close to becoming a net exporter in terms of value. By-products continue to play a critical role in determining the red meat trade balance and producer prices. The United States, however, must continue to become cost, price, and quality competitive with other suppliers and must secure additional market access if it is to sustain recent trade trends. Several trade tensions remain in the red meat industry. For example, mandated COOL will undoubtedly have domestic and international effects on the beef and pork sectors. Domestically, uncertainty regarding consumer demand responses or quality perceptions regarding product origin, as well as added processor-retailer costs will be nontrivial. How these factors balance out in terms of benefits versus costs to the industry is uncertain. From an international perspective, some beef and pork export suppliers to the United States could view required labeling as a trade restriction, which could ultimately impact future US red meat exports. Conversely, some countries may view such labeling requirements as an opportunity to brand high-quality products. The US lamb meat industry has experienced declining real prices, domestic production, and demand. The cessation of wool incentive payments, increased environmental regulations, and competition by imports have significantly affected the industry. Import suppliers have capitalized on product quality in this niche market. Trade restrictions initially imposed in 1999 by the US Government were ruled illegal by the WTO. The US Government responded by providing financial assistance to lamb producers. Product quality improvements and promotion aimed at the domestic market, however, will be critical factors in shaping the economic viability of the US lamb meat industry.

Patient Satisfaction Measurement Strategies: A Comparison of Phone and Mail Methods

In 1998 the BJC Health System (St Louis) made the decision to migrate its patient satisfaction measurement system from a mail-out/mail-back method to a phone interview method. Out of concern that results obtained by phone would not be comparable with the 4 years of mail-based data, a controlled study was undertaken to directly compare mail and phone responses and to evaluate response rates, patient sample demographics, and patient satisfaction ratings. Mail and phone responses obtained from parallel random samples selected from inpatient, outpatient test/treatment, outpatient surgery, and emergency service patient populations were compared. Patients were randomly selected to receive a standardized satisfaction survey by either phone or mail 10 to 14 days postdischarge. Significantly higher response rates were obtained by telephone then via the mail-based method for all four samples. After adjusting for demographic differences, numerous significant differences in mean scores as well as percentages of excellent and fair or poor responses were observed, and more positive ratings were obtained by phone. Crude comparisons of satisfaction scores between organizations using phone and mail-based responses may lead to erroneous conclusions about consumer-perceived quality. Organizations that use mixed-mode surveys should conduct careful side-by-side studies of the methods used on the survey of interest and then establish a correction formula to adjust the results for the measurement biases.

Criteria of food quality in different contexts

AbstractFood quality is considered from three perspectives: the product, the consumer, and the food service environment. These are examined in the chronological order in which they developed in the food field. Product quality is still the most common usage of the term quality and originated in quality assurance/quality control with its focus on defect avoidance and conformance to specifications. Consumer perceptions of quality are a newer view of quality, although some writers argue that all judgments of quality are consumer‐based in the end. The consumer view of quality underscores that quality is relative and situational. Service quality is the newest dimension of quality to be considered. It is argued that food quality in the food service environment should consider both food quality and service quality. A number of conclusions for consideration of food quality are presented.

Consumer ethnocentrism, product necessity and Polish consumers’ perceptions of quality

Poland appears to be an attractive consumer market, based on strong demand for consumer products during the past several years. However, this may not be the case for Western marketers, because of the influence of strong feelings of national pride on behavior of Polish consumers. Measures of consumer ethnocentrism may provide Western marketers with the information necessary to target consumers who do not allow nationalistic feelings to influence product quality evaluation and purchase behavior. Also, the necessity of the product to consumers may provide marketers with clues on which products will be accepted in the Polish marketplace. The purpose of this study is to learn, for various consumer products, whether Polish consumers’ perceptions of product quality differ based on consumer ethnocentric tendency, product necessity, and country of origin. A repeated measures ANOVA test provides empirical evidence that perceived quality differs by necessity, by product, by country, and consumer ethnocentrism influences quality perceptions of Polish consumers.

Customer Orientation

This study investigates the effect of being customer oriented on service performance perceptions and outcome behaviors. Specifically, the focus is on identifying the influence that being perceived as a customer-oriented firm has on consumer quality perceptions, customer satisfaction, and service value. The impact of being customer oriented on consumers’ outcome behaviors is also investigated. Responses from 649 consumers indicate that customer orientation is directly related to customers’ evaluations of employee service performance, physical goods, and servicescapes. Indirect effects on organizational quality, customer satisfaction, value attributions, and outcome behaviors are also reported. The implications of the research are discussed, as are the limitations.

Relating TQM, marketing and business performance: An exploratory study

Total Quality Management (TQM) is perhaps the leading management approach that companies employ to improve their product and service quality with the aim of improving typical measures of business performance (e.g. increased profits, increased market share, reduced costs). However, consumer perception of quality not only results from an evaluation of the intrinsic quality attributes of the product (e.g. performance, reliability, durability) but is also affected by the marketing mix (e.g. price, advertising, warranties) adopted by the company selling the product. This paper offers a first attempt at cross-functional fertilization by examining the relationships between TQM, some marketing mix variables and measures of company performance by exploring the diverse multidisciplinary literature and developing an explanatory framework, which is tested using non-parametric correlation and refined through an empirical study of Spanish manufacturing companies. The results show that the most important TQM dimensions are the system of employee relations and the use of quality management-related design tools. The results also indicate the existence of a relationship amongst price, advertising and warranties, but that these marketing variables were not related to TQM and that further research is required to include a wider definition of marketing strategy.