Credence Quality Research Articles

Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen Kopi Kenangan

Service quality is one of the main things that are considered in the company. Customer assessment of service quality is very important for service providers, because it affects the company's performance and position in the market. Service quality as a result of the perception of the comparison between customer expectations with the actual performance of services. In other words, there are two main factors that affect service quality, namely expected service (expected experience) and perceived service (service received). Meanwhile, the total quality of a service consists of 3 main components, namely: technical quality (consisting of: search quality, experience quality, credence quality), functional quality, and corporate image. This study aims to determine the effect of Service Quality and Brand Image on Consumer Satisfaction and Consumer Loyalty. This type of research uses quantitative as many as 170 respondents. With the analysis technique in this study using SEM analysis. The results of this study partially show that the service quality variable has a positive effect on consumer satisfaction. Brand Image has no effect on Consumer Satisfaction. Service Quality has no effect on Consumer Loyalty. Brand image has no effect on Consumer Loyalty. Consumer Satisfaction has no effect on Consumer Loyalty.

Changes in the effect of credence cues on restaurant delivery service under different health risks

PurposeDue to increased health concerns, restaurant customers rely more on credible cues that indirectly represent health-related credence quality. To comprehensively understand the dynamics between credence cues and restaurant delivery with different infection risks, this study aims to investigate changes in cue utilization during the pandemic.Design/methodology/approachData on delivery sales, brand and review rating between 2019 and the first half of 2020 were obtained from Meituan. Fixed-effects estimation was used to investigate 579,858 restaurant observations across 338 cities in China.FindingsHealth concerns significantly increased the use of restaurant delivery and the increased delivery sales remained steady even after infection risk was reduced. However, cue utilization in restaurant delivery substantially changed depending on inflection risk. In the pandemic-spreading period, the sales effect of the brand increased while that of review rating decreased. The decreased effect of review rating was recovered in the pandemic-flattening period, whereas the abnormal brand effect continued only when branded restaurants had a high rating.Research limitations/implicationsThe findings demonstrate the selective and contextual nature of cue utilization in the restaurant delivery setting. These characteristics are also manifested in a health crisis from a credence cue perspective.Practical implicationsThe findings demonstrate the selective and contextual nature of cue utilization in the restaurant delivery setting. These characteristics are also manifested in a health crisis from a credence cue perspective. Further, this study re-conceptualizes credence quality and cues, considering their roles in risk management. The findings help develop risk management strategies based on customers’ usage patterns of credence cues in health crises.Originality/valueThe dynamics between credence cues and restaurant delivery has not been comprehensively investigated, especially when infection risk changes. This study delivers theoretical and practical contributions about how to use credence cues in the restaurant business amid health crises.

Consumer Preferences for Green Skin Avocados in the US Market: The Role of Experienced Quality Attributes, Credence Attributes, and Demographic Factors

Abstract The purpose of this paper is to assess the effect of experienced quality attributes, credence quality attributes and demographic factors affecting green-skin avocado consumption. Data for the present study came from a consumer online survey to 355 avocado consumers. Consumer preferences were modeled by an ordered logit model. Results indicate that experienced quality attributes are the main drivers for green-skin avocado followed by origin and health credence attributes, respectively. Demographic factors other than ethnicity do not play a significant role for green-skin avocado consumption. Among other things, the findings indicate that consumers place a higher valuation on higher fat content compared to low calorie content, implying that the latter attribute should not be touted at the expense of the former. To the extent possible, the industry should focus on cultivars with higher fat content and develop promotional activities to target non-Hispanic consumers. The present study constitutes an effort to contribute to the existing literature as it explores the role of health credence attributes, a topic that has not received much attention.

Analysing barriers towards management of Halal supply chain: a BWM approach

PurposeAssurance of Halal integrity up to the consumption point requires a supply chain approach. Credence quality attributes of Halal products make adoption and management of Halal practices along the whole supply chain a challenging task. This paper aims to explore and evaluate the barriers in the management of the Halal supply chain.Design/methodology/approachThis paper reviews the contemporary literature regarding Halal and management of Halal supply chain and subsequently identifies significant barriers towards managing the Halal supply chain. Further, these barriers are examined quantitatively using Best Worst Method.FindingsThis study has established significant barriers to Halal supply chain management. Moreover, prioritisation of barriers gives a hierarchy to mitigate these significant barriers. The analysis suggests that reduced demand for Halal products is the highly weighted barrier. Improper laws to regulate the Halal industry and lack of policy framework are hindering the effective management of the Halal supply chain.Research limitations/implicationsThis study explored a limited number of barriers; it may be possible that some barriers might not have captured. Further, the identified barriers are generic and validated in the context of multicultural societies. Expert opinion has been used to obtain the weight of barriers which may be biased.Originality/valueTo the best of author’s knowledge, no study has categorically explored and presented a holistic framework to mitigate barriers of managing Halal practices in the supply chain.

Consumer Trust in a Health-Enhancing Innovation – Comparisons between Finland, Germany, and the United Kingdom

A health effect is a credence quality feature which is difficult for consumers to detect, and they need to be convinced of its trustworthiness. This study explores the role of trust-related arguments in Finnish, German, and British consumers’ willingness to try a novel health-enhancing, non-edible product. Scientific evidence in particular would convince consumers, particularly Finnish ones, to try a product. Receiving recommendations from other users was more important for younger than for older respondents when it came to trying this type of product. Different marketing strategies may be needed to convince potential users of the benefits of a novel product.

The impact of organic certification and country of origin on consumer food choice in developed and emerging economies

The effects of organics and country of origin (COO) on consumers’ food choices have mostly been investigated separately. In order to investigate the joint effect of these two credence quality cues and when they influence choice, a choice-based conjoint (CBC) experiment was conducted in Germany, France, Denmark, China and Thailand. In each country, a sample of about 1000 consumers participated after being screened for responsibility for their household’s shopping, consumption of the case product, and knowledge of organic food. A full factorial design with four COOs, three different organic label conditions and three price levels gave 36 different choice options. They were bundled in 12 choice sets of three alternatives, which were presented in random order. The product was either drinking milk or pork chops (random assignment). The study revealed a general preference for organics over conventional and for domestic over imported products, with exceptions to the latter in emerging markets. Among imported foods, there is a tendency to prefer foods from economically developed over less developed countries, also in the two Asian countries. Adding consistent quality cues have a decreasing marginal effect, but a favourable cue can compensate for an unfavourable one. The extent to which consumer choice is influenced by organic labels and COO depends on environmental concern, trust in countries as producers of organic food, and ethnocentrism.

Atrybuty zaufania dotyczące jakości jako czynnik wpływający na decyzje nabywcze konsumentów żywności

W artykule przedstawiono wyniki badań dotyczących atrybutów zaufania dotyczących jakości jako czynników wpływających na wybory konsumentów żywności, zrealizowanych wśród 1203 respondentów metodą CAWI. Uzyskane dane wykorzystano w celu identyfikacji segmentów konsumentów o zróżnicowanych determinantach wyboru żywności oraz zainteresowaniu żywnością, której znakowanie wpisuje się w koncepcję atrybutów zaufania dotyczących jakości. Wyniki badań wskazują, że respondenci odnoszą się bardzo pozytywnie do żywności pochodzącej z określonego regionu lub też lokalnej produkcji. W mniejszym stopniu wybory konsumentów są warunkowane atrybutami związanymi z troską o środowisko naturalne i dobrostan zwierząt. Młodzi konsumenci są mniej zainteresowani żywnością regionalną, ale bardziej zwracają uwagę na kwestie dobrostanu zwierząt. Najwyższy poziom znajomości wszystkich spośród badanych znaków jakości odnotowano wśród respondentów przypisanych do segmentu 3, którzy częściej deklarowali regularne zakupy żywności ekologicznej, posiadali wyższy poziom wykształcenia oraz byli skłonni do podejmowania zachowań na rzecz ochrony środowiska i dobrostanu zwierząt, jak również przejawiali zainteresowanie relacją między żywnością i zdrowiem.

Leveraging Blockchain Technology for Halal Supply Chains

Halal supply chains are vulnerable due to their credence quality attributes, importance of maintaining halal integrity throughout the supply chain, need to avoid doubt, lack of control of food norms, and sensitivity of the Muslim consumer towards halal. These vulnerabilities make halal supply chains complex to design, manage, and optimise. Transparency of halal supply chains is needed in order to ensure trust and authenticity of a halal brand. The principle of a shared database that is safe, open and verifiable without a central operator is an attractive proposition to embed trust and authenticity for halal food, cosmetics, home care, and pharmaceuticals.

Beef quality attributes: A systematic review of consumer perspectives

Informed by quality theory, this systematic literature review seeks to determine the relative importance of beef quality attributes from a consumer perspective, considering search, experience and credence quality attributes. While little change is anticipated in consumer ranking of search and experience attributes in the future, movement is expected in terms of ranking within the credence category and also in terms of the ranking of credence attributes overall. This highlights an opportunity for quality assurance schemes (QAS) to become more consumer focused through including a wider range of credence attributes. To capitalise on this opportunity, the meat industry should actively anticipate new relevant credence attributes and researchers need to develop new or better methods to measure them. This review attempts to identify the most relevant quality attributes in beef that may be considered in future iterations of QAS, to increase consumer satisfaction and, potentially, to increase returns to industry.

What drives the intention to complain?

Purpose– The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process.Design/methodology/approach– A quasi-experimental design is used in which scenarios are applied in combination with a survey to test and to compare the model and its boundary conditions with existing consumer behavior models.Findings– The mental-accounting process (theory of trying to complain (TTC)) seems to be a stronger predictor than mere attitude models (theory of planned behavior) when trying to explain intention to complain. Second, anticipated justice from complaint handling is a strong driver of intention to complain. Third, in both models, subjective norms are a strong predictor of intention to complain.Practical implications– This study contributes to both theory and practice by extending existing theory and offering the TTC, and by providing practical insight for service managers.Originality/value– To the best of the authors’ knowledge, the current study is the first to compare systematically two complaint approaches explaining complaint intention: the attitude model and the mental-accounting model.

Determining Turkish consumers’ consumption satisfaction with Erzurum Civil cheese

Purpose – The purpose of this paper is to determine redesigned product profiles to maximize Erzurum Civil cheese consumption satisfaction of Turkish consumers under an ordinal utility approach. Design/methodology/approach – Data were obtained from a survey conducted in Erzurum in 2014. A conjoint analysis was used to determine the utilities of each level along with the relative importance of Erzurum Civil cheese attributes for measuring the consumption satisfaction as an indicator of the purchase decision and priorities of Turkish consumers. Findings – The results of the study clearly highlighted that Erzurum Civil cheese consumption satisfaction was maximized with the augmented and actual product images redesigned by a private-labelled and local-branded simple product with the highest and medium prices based on organic production techniques for heavy and light consumers, respectively. However, medium consumers appreciated the core benefit obtained from the credence quality attributes supported by the generic branded simple cheese with the lowest price purchased directly from the farmstead villages. Eventually, these marketing tactics and strategies could increase demand, maximizing the cheese consumption and satisfaction of Turkish consumers in each cluster. They could also provide greater consumption satisfaction to Turkish consumers as well as bigger marginal contributions to the market dynamics of the food supply chain. Originality/value – This study was the first research conducted on Erzurum Civil cheese consumption satisfaction of Turkish consumers using innovative approaches and brand designations, such as Protected Designation of Origin, Protected Geographical Indication, and Traditional Specialty Guaranteed in Turkey using the conjoint and k-mean cluster analyses techniques.

Quality attributes of cactus pear fruit and their role in consumer choice

Purpose – The purpose of this paper is to detect what experience and credence quality attributes contribute to the consumer decision to consume cactus pear fruit. The authors therefore try to measure the effect of each quality attribute on consumer choice. Design/methodology/approach – As a theoretical basis, two principal quality attributes emphasised in the literature on consumer behaviour were analysed and adjusted to the specific fruit features. The empirical strategy was carried out by administering a telephone questionnaire survey of 270 interviewees who consume cactus pears in Italy. The questionnaire, consisting of 14 items expressed on a metric scale (five-point Likert scale), was used to rate the importance of cactus pear fruit quality attributes. An ordered logit model was employed for data analysis. Findings – The results show that consumption of cactus pear fruit is mainly based on credence and experience attributes, which have different effects on the consumer decision to consume cactus pear fruit. Among experience quality attributes, the colour red, a low quantity of seeds, and being peeled are the attributes with major effects, following by credence attributes such as environmental sustainability, healthiness, and Italian origin. Research limitations/implications – The research was based on a particular fruit, and further comparative research is clearly needed. In fact, further advancement in cactus pear research would require that the validity of the empirical findings and their degree of generalisation be examined in other geographical areas. Practical implications – The results of this study could help to identify some factors on which business could intervene to create a more effective consumer-based approach. Originality/value – This study contributes to a better definition of cactus pear fruit quality for consumers with the aim of developing marketing strategies to increase farm business. To the best of the knowledge, no study has ever measured the effects of cactus pear fruit quality attributes on consumer choice.

Consumer perceptions of food quality in Malaysia

Purpose – The purpose of this paper is to gain an understanding of the quality cues that consumers look for in purchasing fresh meat and fresh fruit and vegetables in Malaysia. Through a perceived quality model, this paper identifies the implicit, intrinsic, extrinsic and credence quality cues consumers’ use in their decision to purchase fresh meat and fresh fruit and vegetables. Design/methodology/approach – This study utilised the shopping mall intercept survey method. Data were collected from traditional markets and modern retail outlets in the Klang Valley region in Malaysia. A structured questionnaire was designed to measure consumer’s perceptions and experiences of food quality when purchasing fresh meat and fresh fruit and vegetables from retail outlets. In this study, univariate data analysis (descriptive analysis, one-way analysis of variance) and exploratory factor analysis were performed to analyse the data sets. Findings – Freshness (intrinsic cue), was the most frequently cited variable when respondents thought about the quality of both product categories. Other variables included price and cleanliness (extrinsic cues) and Halal (credence cue), which was associated with the quality of fresh meat. Quality was associated with freshness, food safety, nutrition and value. Exploratory factor analysis identified food safety (implicit cue) as the most important construct in the respondents’ evaluation of quality for both fresh meat and fresh fruit and vegetables. Originality/value – There is a paucity of research focusing on consumer’s perceptions and experiences of food quality in the purchase of fresh meat and fresh produce in Malaysia. The findings of this research may assist the Malaysian food industry by providing new insights into the consumers’ perceptions of food quality.

Green electricity: credence purchases, risky credit sales and an honourable amount of fraud

The credence quality of green electricity purchased by utilities at premium prices in recognition of the environmental characteristic is discussed. Reciprocally, project developers bear risks associated with building and operating plants, inter alia, from substitution by separately produced private and public goods, leading to a potential demand-withdrawal by consumers, and eventually triggering a default. Periodic state verification helps confirm the characteristics of electricity production at discrete points in time, yet leaving ample opportunity for the vendors to 'round-trip' utility power, or to pass off 'grey' electricity as 'green' electricity, garnering higher earnings. Such deception is often sought to be justified on the grounds of the interest costs incurred on delayed receipts from the utility, and as an internal insurance mechanism against the potential risk of eventual default. Such fraud is capped by an upper bound, beyond which, both, the benefits from state verification and the costs of state falsification rise.

Extenuating Food Integrity Risk through Supply Chain Integration: The Case of Halal Food

Effects of food scandals on religious belief, human health and even on causes of death indicate that firms and consumers are vulnerable to integrity risks in the global supply chain. Mitigating the integrity risk and maintaining the credence quality products like halal food is very challenging, if not impossible. Our aim in this research is to show that supply chain integration can mitigate the halal food integrity risk. To illustrate this idea, we have conducted case studies and interviews in seven Malaysian chicken supply chain focal firms. We unpack the halal integrity risks along the supply chain, such as production risk, raw material risk, food security risk, outsourcing practices risk, service risk, and logistics risk. The research argues that supply chain integration, such as internal integration and external integration practices, could minimize the halal integrity risk. The advantages of supply chain integration in mitigating the halal integrity risk are also highlighted in this paper.

Review: Canadian beef grading - Opportunities to identify carcass and meat quality traits valued by consumers

Aalhus, J. L., Lopez-Campos, O., Prieto, N., Rodas-Gonzalez, A., Dugan, M. E. R., Uttaro, B. and Juarez, M. 2014. Review: Canadian beef grading - Opportunities to identify carcass and meat quality traits valued by consumers. Can. J. Anim. Sci. 94: 545-556. Beef value is in the eye, mouth or mind of the consumer; however, currently, producers are paid on the basis of carcass grade. In general, affluent consumers are becoming more discerning and are willing to pay for both credence and measureable quality differences. The Canadian grading system for youthful carcasses identifies both lean yield and quality attributes, whereas mature carcasses are broadly categorized. Opportunities exist to improve the prediction of lean meat yield and better identify meat quality characteristics in youthful beef, and to obtain additional value from mature carcasses through muscle profiling. Individual carcass identification along with development of database systems like the Beef InfoXchange System (BIXS) will allow a parad...

Country of origin or EU/non-EU labelling of beef? Comparing structural reliability and validity of discrete choice experiments for measurement of consumer preferences for origin and extrinsic quality cues

The use of food labels and packaging information on place of origin and credence quality has increased, but it is still unclear how such information relates to consumer decisions and choices concerning the relative valuation of attributes. Valid measurement methods are needed to assess the importance attributed by the public to such information, but also to inform the industry about market demand. Discrete choice experiments (CEs) are frequently used to assess consumer preferences for food attributes. However, suitable methods are needed to reveal the probabilistic nature of preference data, so that heterogeneity can be explicitly accounted for. An R-index measure was modelled to account for choice probabilities in this study. Two surveys of Swedish residents, without (n=506) and with (n=278) a price vector, compared attribute importance for origin and extrinsic quality labelling of beef in CEs. Problems of structural reliability owing to unstable associations in attribute importance between formats were supported, but on levels rather than orderings. The R-index analysis of CE data revealed violations of attribute transitivity and dominance. Extending CE analysis to include choice probabilities may be useful for consumer profiling and for optimisation of product information. Labels with specific country-of-origin information instead of a wider EU/non-EU designation were the most determining attribute in this study.

Credence quality coordination and consumers' willingness-to-pay for certified halal labelled meat

This paper reports on halal credence quality coordination and Muslim consumers' willingness to buy and pay for certified halal labelled meat at the supermarket and the Islamic butcher. Cross-sectional data were collected through a survey with 202 Muslim consumers in Belgium. Findings indicate that more acculturated and female consumers are more in favour of purchasing certified halal labelled meat in a supermarket. Important conditions are that supermarkets can provide a guarantee of separating halal from non-halal meat and of the organisation of adequate verification and control. Results further show that more Muslim consumers are willing to pay a price premium (of 13% on average) for halal labelled meat at the Islamic butcher shop than at the supermarket. The higher the importance attached to a certified halal label and the more distrust in the actual halal meat status, the higher the likelihood that a Muslim consumer is willing to pay a higher price for certified halal labelled meat at the Islamic butcher shop. Gender and generation determine the actual premium Muslim consumers are willing to pay.

Effets des caractéristiques démographiques et économiques des consommateurs sur la perception de la qualité des viandes en Tunisie

The objective of this study is to analyze the determinants of meat quality perception in Tunisia. The methodology is based on two indices: Mean Attribute Scores (MAS) and Meat Quality Index (MQI). A random sample of 504 consumers equally distributed among seven country areas has been selected. Ordered Logistic Regression technique has been used to identify the socio-demographic and economic determinants of meat quality. Empirical findings based on MAS scores indicate that the main quality attributes are: colour and controlled product specifications for the expected quality; taste and smell after cooking for the experienced quality; cholesterol-rich and protein-rich for credence quality . The estimated ordered logistic regression model shows that the level of education and the household income positively explain the meat quality index. Whereas, gender and age negatively affect the perception of meat quality.

Security Assurance: How Online Service Providers Can Influence Security Control Perceptions and Gain Trust

Security researchers agree that security control is a difficult to observe credence quality of online services that Internet users cannot easily assess through research or experience. Yet there is evidence that users form perceptions of security control that strongly determine how much trust they put in online services. This study investigates whether users’ security control perceptions arise solely from their predispositions or whether online service providers can influence them. The study also examines whether these seemingly undependable perceptions of security control lead to trust or whether more traditional factors might offer a better explanation of trust under security risks. To address these issues, this study proposes a new theory of security assurance that integrates the frameworks of trust and quality signals. The results show that rather than being guided by predispositions, users appear to mainly assess security control based on indirect cues controlled by service providers. Importantly, Internet users do not treat the credence quality of security the same way they treat qualities that can be understood through search and experience. Although returning users develop security control perceptions and trust from the usual heuristics of ongoing relationships, they also continue to evaluate market information about service providers like they do in new relationships. The proposed model offers a new perspective of how users respond to the uncertain and technically challenging qualities prevalent in online services.