Consumer desire for personalisation of products and services

cultural antecedents and consequences for customer evaluations

Boris Herbas Torrico, Bjoern Christian Frank

Research output: Contribution to journalArticle

Abstract

In order to satisfy customers, marketers increasingly provide customers with the means to personalise their products and services. Based on the social identity approach and international consumer data, this article explores the antecedents and consequences of consumer desires for internal personalisation (perceiving a distinctive identity) and external personalisation (communicating a distinctive identity) of products and services. In terms of antecedents, the results show that desire for (both internal and external) personalisation tends to be influenced negatively by age and positively by both individualism (vs. collectivism) and uncertainty avoidance. In terms of consequences, the results indicate that desire for personalisation moderates the formation of affective, but not cognitive, customer satisfaction. Moreover, desire for personalisation enhances the relative importance of perceived usage benefits, compared with physical performance, in customer evaluations of products and services. These results have important implications for the design and marketing of products and services.

Original languageEnglish
Pages (from-to)1-15
Number of pages15
JournalTotal Quality Management and Business Excellence
DOIs
Publication statusAccepted/In press - 2017 Mar 28
Externally publishedYes

Fingerprint

Evaluation
Personalization
Marketing
Marketers
Customer satisfaction
Individualism/collectivism
Social identity
Relative importance
Uncertainty avoidance

Keywords

  • culture
  • customer satisfaction
  • customisation
  • distinctiveness
  • emotion
  • perceived quality
  • personalisation
  • utilitarian benefits

ASJC Scopus subject areas

  • Business, Management and Accounting(all)

Cite this

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