...DO SOCIAL MEDIA MARKETING ACTIVITIES ENHANCE CUSTOMER EQUITY/VALUE PERCEPTION? | By GUL KHAN. | Thesis submitted to the Lahore School of Economics in partial fulfillment of the requirements for the degree of [MBA] | [2013] | [Word count] Supervised by: [Ms. SHAMILA KHAN] 1. Introduction The luxury market is a high revenue market across the globe and is continuous on rise. This rise can be increased through expansion for the existing and new brands. This industry is a high value-added industry based on high brand assets. The number of customers for this industry can be increased through specially designed social media marketing techniques. There are great opportunities in emerging markets such as China, India and the Middle East for the luxury brands, so the expansion can be done in these markets. Right now, Luxury brands cannot rely only on strong brand assets and hence secure regular customers. The entrance of new brands follows heated competition and hence signals unforeseen changes in the market dynamics. The global economic downturn has forced the luxury brands to change the business models. The brands cannot rely only on brand symbol and consideration of other factors like brand legacy, quality, esthetic value, and trustworthy customer relationships is necessary in order to succeed. The success element for the companies is that they have to provide value in every possible way. Luxury brands have skewed their eyes toward social media marketing...
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...From a few years ago up to now many countries in Europe have been affected by the economic crisis, the U.S. had a recession, and Asia (Japan) had an earthquake (Max Colchester, Wall Street Journal, July 29, 2011),(Melendez, 2011) Because of these problems luxury brand products should have been affected an lost sales in the world market. However, LVMH reported a 20% sales increase from the last quarter of the year, Gucci increased 22% in sales reported last week (Christina, 2012). This is the opposite of what we would have expected. The increase in sales of global luxury brand in the market shows the trend of current consumers which are younger than the older consumers of the past (Twitchell, 2002). More and more people buy luxury brands, not just working people but also students. 1.1.1 Asian demand for luxury product The Asia market has a high potential for growth and strong demand (Colchester, 2011).This is because the economy in Asia is good and has been getting better and better for many years. China, economic growth rate in 2011 was 9.2%, and Thailand’s economic growth rate in 2011 at 0.1% (Bank of Thailand).So Asia people and Thai people have more money and more interest to buy luxury brands. 1.1.2 Thai demand for luxury products At present more and more people use luxury products and live luxurious lifestyle. This liking for luxury is also very popular with Thai people. Many Thai television series show actors and actresses...
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...evaluations of how the perceived value affects the customer satisfaction with brand pages, loyalty and final outcome related to the positive word of mouth. Khan (2010) indicates that the relational dimensions of customer perceived value were neglecting the physical product. It is dynamic and important in relationships with the value creation. The hypotheses will show in this chapter and research model in figure 1. Customer perceived value is suggested to analysis how the perceptions influence customer satisfaction. The customer value is a kind of trade off within the benefits and sacrifices. Demirgünescedil (2015) and Chow and Shi (2015) previous studies indicate that it has four constructs...
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...A., Pallas, F., & Joachimsthaler, E. (2013). Why Social Currency Becomes a Key Driver of a Firm's Brand Equity – Insights from the Automotive Industry. Long Range Planning, 46(PLS applications in strategic management: Partial Least Squares modeling in strategy research), 125-148. doi:10.1016/j.lrp.2012.11.004 Introduction In the past decade, managers have endeavored to build brands by creating a strong identity and conveying this identity through consistently managing relevant touch points with customers (e.g., Aaker and Joachimsthaler, 2000; Keller and Lehmann, 2003). To this end, managers are striving to better understand consumer behavior and positively influence consumers' brand perceptions through marketing initiatives (e.g., Keller, 1993). However, the direction of influence on a brand's perception and image has become increasingly bilateral. Today, consumers are no longer simply “receivers” of company- and brand-related information. Instead, they operate as “senders” of this information, e.g., by giving brand recommendations, by expressing criticism, or by sharing information with others (Hennig-Thurau et al., 2010). For this reason, managers no longer have exclusive control over information circulating about a company or brand. Consumers therefore play an important role in forming a company's or brand's perception and value in the marketplace (Keller, 2007). Exchange of information about companies and brands between consumers is not a new phenomenon. However, today...
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... The area of corporate social responsibility has been laid great emphasis recent year. Corporate social responsibility means a company concerns its business operations in an environmental-friendly way and interacts with its shareholders and customers voluntarily (Commission of the European Communities, 2001, as cited in Dahlsrud, 2008). Nowadays a large quantity of international companies have issued their CSR report and designed separate websites about their CSR performance in order to run a better business. However, opponents believe the relationship between CSR and company’s performance is neutral (Aupperle, Carroll, & Hatfield, 1985) and CSR’s benefit to a company’s performance is not obvious. As a matter of fact, even CSR performance can’t be measured easily and numerically in most cases, its benefit to a company’s performance is significant. In this paper, the elaboration will cover three most important dimensions: brand value enhancement, employee attraction and consumer relationship nurturance. To begin with, brand value will be enhanced by CSR performance. The study result of Melo and Galan (2011) shows that CSR has a positive impact on brand value. They chose a group of American corporates as target. Meanwhile, they set CSR and brand value as control variables and build a model to set up a connection between them. The numerical result shows the positive correlation of CSR performance and brand value. It can also be explained by taking an opposite...
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...1a. Describe THOUGHTFULLY why it is important to understand the roles and functions of investment theory and social responsibility in a global economy. Ans.) The concept of social responsibility was not just conceptually valid, but could also be framed as a valid statistical construct. Social responsibility had been positively associated with financial outcomes. Typical socially responsible investors tilt their portfolios toward stocks of companies with high scores on social responsibility characteristics and shun stocks of companies associated with tobacco, alcohol, gambling, firearms, and military or nuclear operations. Analyzing 1992-2007 returns of stocks rated on social responsibility, study found that this tilt gave such investors an advantage over conventional investors. The study also found that shunning resulted in a disadvantage for such investors relative to conventional investors. The advantage from tilting toward stocks of companies with high social responsibility scores is largely offset by the disadvantage from the exclusion of stocks of shunned companies. Socially responsible investors can thus do both well and good by adopting the best-in-class method in constructing their portfolios: tilting toward stocks of companies with high scores on social responsibility characteristics but refraining from shunning stocks of any company. Social responsibility is an ethical ideology or theory that an entity, be it an organization or individual, has an obligation to...
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...Brand communities Functional and social benefits Michael Ling July 2014 1 Prepared by Michael Ling WHAT ARE THE RESEARCH QUESTIONS? 2 Prepared by Michael Ling Motivation • Frenzy in social media and an escalating interest in creating brand communities around websites. • We know little how customers behave in those communities. • Research in online brand communities has been scarce and under-developed (Bagozzi and Dholakia, 2002). 3 Prepared by Michael Ling 4 Prepared by Michael Ling 5 Prepared by Michael Ling Brand Communities • "Brand communities are social entities that reflect the situated embeddedness of brands in the day-to-day lives of consumers and the ways in which brands connect consumer to brand, and consumer to consumer.” (Muniz & O’Guinn, 2001) Brand Focal Customer Customer Product Firm From a ‘customer-brand’ dyad into a ‘customer-customerbrand’ triad (Muniz & O’Guinn, 2001). From a ‘customer-customerbrand’ into a ‘customer-centric’ view (McAlexander et al, 2002). Customer-centric Model of Brand Community (McAlexander et al., 2002) • “the existence and meaningfulness of the community inhere in customer experience rather than in the brand around which that experience revolves.” (McAlexander et al, 2002). 6 Prepared by Michael Ling Overview • People participate in online communities because the online communities provide them with either information or social needs (Fischer, Bristor...
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...Abstract Brand loyalty is one of the most powerful marketing tools available, and it ensures that your products will be desired again. Many consumers develop loyalty to products of all types. Cars, electronics, clothing, and even groceries are often chosen based on prior experiences with particular brands. There are many ways to create and maintain brand loyalty. Three of those ways include rewards programs, customer satisfaction, and advertising. This report covers the definition, creation, and influence of social media on brand loyalty. How Businesses Develop Brand Loyalty All companies strive to create brand loyalty. It is one of the most powerful marketing tools available, and it ensures that your products will be desired again. Many consumers develop loyalty to products of all types. Cars, electronics, clothing, and even groceries are often chosen based on prior experiences with particular brands. How do companies develop this loyalty? In this report I will cover the definition, creation, and influence of social media on brand loyalty. The Hutchinson Unabridged Encyclopedia (2014) defines Brand Loyalty as “the attachment of the consumer to a particular brand, even though that brand may be more expensive than competing brands.” It is a psychological contract between the consumer and the brand, and is the target for all marketers. Consumers tend to develop devotion to specific brands. They buy what they have already bought in the past and opt for the brands that they...
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...The Missing Link; How Corporate Social Responsibility Increases Market Value Bachelor Thesis Marketing Supervisor: Ph.D. Ernst Osinga 2009/2010 ANR Name E-mail Subject : 888692 : Puck van den Biggelaar : P.vdnBiggelaar@uvt.nl : Marketing and firm value Subject Area : Marketing corporate social responsibility and market value Study Program: International Business 1 Abstract Corporate social responsibility is profitable for a company, but only when the following requirements are met. First the CSR strategy has to be properly motivated, thus the goal of the CSR should not be profit generation. Second the level of trust of customers should be high enough so that customers will not respond skeptical to the CSR strategy. Third the company should be innovative and not be exposed to too much risk. If these requirements are met it is necessary to choose a CSR strategy that fits the brand and to use the right communication strategy. Only then will market value rise as a result of the higher level of customer satisfaction CSR creates. 2 Table of content Chapter 1: Research proposal 1.1 The problem background 1.2 The problem statement 1.3 Research questions 1.4 Academic relevance 1.5 Managerial relevance 1.6 Overview of the rest of the chapters Chapter 2: Corporate social responsibility from the consumer perspective 2.1 Introduction 2.2 CSR and customers Chapter 3: Consumer reactions and attitudes towards trust, communication strategy and fit 3.1 Introduction 3.2...
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...MANY DIFFERENT SUNS” HOW SUCCESSFUL BRANDS HIT THE CONFLUX OF AFFORDABILITY AND ASPIRATION Shobha Prasad • Sangeeta Gupta INTRODUCTION All of us are familiar with the current industry focus on emerging markets. It is also no surprise that the larger consuming population in these markets lies not at the top end, but towards the middle and lower ends of the income pyramid. This is also where marketers struggle the most – how should the offer be constructed to ensure it is affordable yet desirable? The proposed Theory of Multiple Aspiration & Poverty Lines (MAPL) represented a new and stratified approach to understanding affluence, poverty and aspiration. This has many implications on brand positioning and portfolio strategies for creation of winning brands or “suns”. Objective The objective of this paper was to take this thinking forward through an exploration as follows: Broadly, what are the implications of the Multiple Aspiration & Poverty Lines (MAPL) theory for brand positioning, communication and portfolio management? What drives brand success in the Indian context? What strategies have these brands used to achieve success- to what degree are these brands wedded to symbols of aspiration /belongingness in each social class? How did the brands that were not so successful in the Indian market falter on making the right connections on these dimensions? Approach We identified product categories through which to understand brands and aspirations including durables and...
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...The Influence of Personality, Brand Personality, Values and Cultural Differences on Consumer Behavior and Service Management Example: McDonald’s Author: David Burtscher Date: 23th of June, 2014 I Abstract This paper presents the constructs of personality and brand personality as well as the construct of values from consumer behavioral view. Furthermore the paper gives a short insight into value related cultural differences. The paper can be arranged into three parts: personality, values and culture. At first the single constructs are described theoretically, then the relationships and differences between the constructs are discussed shortly. As a last step we tried to integrate and apply the theoretical knowledge at a practical example. For this we chose McDonald's. We think McDonald’s is a good choice because it is present all around the world in many different cultures and it also appeals many different customer types. II Table of Contents Abstract..................................................................................................................................................... I Table of Contents ................................................................................................................................... II 1 2 INTRODUCTION ....................................................................................................................1 PERSONALITY AND BRAND PERSONALITY ........................................
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...Understanding Social Media: White Paper Introduction Adoption of Social Media has erupted significantly, especially in the last one year. However, companies dipping their toes into social media really don’t seem to be getting the ‘social’ part. Social media is not just another broadcast media, although activities in some social media channels are similar but on a different platform. We have to think of social media as a medium to build relationships. Relationships are based on two-way communication and in business we build relationships based on value. Other than those who friend brands for status, consumers will follow a brand because of the value they create for them. Simply posting out links to purchase is not creating value for those who have taken the time to follow you. Yes, you make these people feel special by offering them ‘social discounts’ or ‘social offers’ but think about how you can create value and expertise in your area of industry. It all comes down to designing a robust social strategy that will create value to customers who are interested in your products or services. Let’s step back a little for a moment and see how we could define Social Media: Any form of media which satisfies the following three parameters could be termed as social media and any activity around them are social media activities: Basic Definition: * Web 2.0 platform allowing people to have one to many real time interaction * Two way street giving users the ability to present...
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...through PEST analysis. PEST analysis of Burberry to evaluate strategic capabilities: The PEST analysis looks into the Burberry’s exposure to Political, Economical, Social and Technological factors, which may affect its strategy formulation capabilities. The following factors may be considered in this regard (Wetfeet, 2008): Political: (Kluyver, 2010) The Group operates in many countries including the emerging markets. These countries subject to changes in laws and regulations, including accounting standards, taxation, (tax rates, new and tax laws) and environmental laws in domestic or foreign jurisdictions particularly in times when public sector debt is high and tax revenues are falling. Burberry faces intense competition from developing countries due to cheap copies of his brand where no copyright law exist. Political conditions like civil unrest, unstable governments historically and have been subject to political instability and restrictions on the ability to transfer capital across borders.Ability to penetrate developing and emerging countries, which also depends on economic and political conditions, and how well they are able to acquire or form strategic business alliances with local fashion trends and make necessary changes which also affects the luxury brand of Burberry The Burberry has strong luxury brand, which is only feasible in some geographic environments and demographics. Economical: (Griffin, 2006) The global economic downturn affected the level of consumer...
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...Haakon André Elveslett Jensen Social media in business‐to‐business branding How B2B companies can thrive in the new era of digital communication Master’s thesis Trondheim, June 2010 Academic supervisor: Arild Aspelund Norwegian University of Science and Technology Faculty of Social Sciences and Technology Management Department of Industrial Economics and Technology Management Executive summary The objective of this study is to explore the implications of social media for business‐ to‐business brand management. Thought leaders of social media and branding in the online environment are currently doing their work out in the field, whilst the academics are lagging behind. In order to shed some light on issues regarding how B2B companies should manage opportunities and challenges in the social media space, this master thesis seeks to address the topic by conducting an exploratory study on how B2B companies can utilise social media to enhance the brand. The study is conducted using a qualitative approach. The purpose is to give an aerial view of how B2B companies should approach social media, what opportunities and threats exists, and how they should focus their online strategy to enhance the B2B brand. The theoretical part of this study builds upon business‐to‐business brand management due to the growth of B2C brands in social media. The empirical data of this study is interviews with four experts on the topic, which is further illustrated by ...
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...Overview of Social Networking Sites Social networking is a phenomenon which has existed since society began. Human beings have always sought to live in social environments. The proliferation of social networking sites (SNS) and their pervasion in everyday practices is affecting how Western societies manage their social networks. To a significant extent, SNS have shifted social networking to the Internet. In less than five years, these sites have grown from a niche online activity into a phenomenon through which tens of millions of internet users are connected, both in their leisure time, and at work. There are various factors which have prompted us to consider the implications of these technologies for policy-making. One of these is the willingness of users to embrace SNS as a means of communication and social networking in everyday life. The increasing dependence on technology for basic communication also highlights the importance of analysing how SNS are affecting daily processes. Sites like Facebook, Friendster and LinkedIn are influencing the way users establish, maintain and cultivate a range of social relationships, from close friendships to casual acquaintances. Social network sites (SNSs) are increasingly attracting the attention of academic and industry researchers intrigued by their affordances and reach. Since their introduction, social network sites (SNSs) such as MySpace, Facebook, Cyworld, and Bebo have attracted millions of users, many of whom have...
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