Sune Donoghue | University of Pretoria (original) (raw)

Papers by Sune Donoghue

Research paper thumbnail of Preparing students for the future workplace: how online teaching and learning during the COVID-19 pandemic hone required transferable skills

Education + Training

PurposeSkilled graduates delivered through vocational programmes are critical to ensure the futur... more PurposeSkilled graduates delivered through vocational programmes are critical to ensure the future growth of emerging economies. This study explored students' reflections and experiences of online teaching and learning (T&L) during the COVID-19 pandemic in South Africa. The study specifically focused on the transferable skills students acquired and their relevance to working in the local retail and hospitality industries.Design/methodology/approachFollowing a case study research design, this study retrospectively delved into the multi-perspectives of students enrolled in vocational programmes. A total of 145 students completed reflective questions via a Qualtrics link regarding the topic in question. Student reflections were grouped and analysed for recurring themes using Atlas.ti. Through thematic analysis, two topical themes emerged related to transferable skills development and the usefulness of skills for future work.FindingsThe findings suggest that although students had to...

Research paper thumbnail of Preparing students for the future workplace: how online teaching and learning during the COVID-19 pandemic hone required transferable skills

Education and Training, 2023

Purpose-Skilled graduates delivered through vocational programmes are critical to ensure the futu... more Purpose-Skilled graduates delivered through vocational programmes are critical to ensure the future growth of emerging economies. This study explored students' reflections and experiences of online teaching and learning (T&L) during the COVID-19 pandemic in South Africa. The study specifically focused on the transferable skills students acquired and their relevance to working in the local retail and hospitality industries. Design/methodology/approach-Following a case study research design, this study retrospectively delved into the multi-perspectives of students enrolled in vocational programmes. A total of 145 students completed reflective questions via a Qualtrics link regarding the topic in question. Student reflections were grouped and analysed for recurring themes using Atlas.ti. Through thematic analysis, two topical themes emerged related to transferable skills development and the usefulness of skills for future work. Findings-The findings suggest that although students had to rely on online classes during the COVID-19 pandemic, they still developed vital transferable skills, including communication, teamwork, organisational, self-management, flexibility, technology, metacognition and problem-solving. Practical implications-The findings offer valuable input into planning and developing student-centric online courses to facilitate the development of desired transferable skills. Findings could also guide best T&L practices regarding how education and training across digital platforms could be used to ensure that graduates are prepared to navigate the future complexities of working in ever-changing globalised industries. Originality/value-This study provides new insights into the evolution of T&L and how unexpected situations could provide an opportunity to hone desired skills and prepare students for employment and the 21st century workplace.

Research paper thumbnail of Now is the time to embrace interactive electronic applications of Association Pattern Technique

Journal of Retailing and Consumer Services, 2020

Over time, researchers have explored and used diverse methodologies and innovative techniques to ... more Over time, researchers have explored and used diverse methodologies and innovative techniques to gain a better understanding of consumer behaviour. The laddering technique, in particular, has drawn considerable interest in recent years. Scholars across various fields have produced valuable findings using the Association Pattern Technique (APT) as a hard laddering technique. Compared to soft laddering, however, its potential to uncover consumers' behavioural processes has not yet been optimised, probably due to several misconceptions. Following a systematic review of APT studies, prevailing issues are highlighted and an interactive electronic APT is proposed as a useful guideline for expanding future consumer behaviour research with actionable implications across different disciplines, including retailing.

Research paper thumbnail of Differences between Black and White South Africans in product failure attributions, anger and complaint behaviour

International Journal of Consumer Studies, 2016

The purpose of this research is to extend an understanding of how Black and White South African c... more The purpose of this research is to extend an understanding of how Black and White South African consumers' causal attributions for major household appliance performance failures impact on their anger and subsequent complaint behaviour. A survey was administered to Black and White South African consumers who were dissatisfied with the performance of a major household appliance item. Respondents resided in a major metropolitan area. The findings showed that, compared to Whites, the Black South Africans felt a low but significantly higher external locus of causality and lower control, and experienced a higher level of anger regarding product failure. The level of anger determined the decision to take complaint action, but racial group determined the type of action taken. Blacks complained more actively to retailers and engaged more in private complaint action than Whites. These findings may show that Black South Africans are developing a more individualistic orientation as consumers. Therefore, researchers should consider the effect of cultural swapping when researching consumer behaviour in multi-cultural countries. Implications for retailers in terms of complaint handling are indicated.

Research paper thumbnail of Consumers' anger and coping strategies following appraisals of appliance failure

International Journal of Consumer Studies, 2012

With the disconfirmation paradigm, Day and Landon's (1977) taxonomy of complaint behaviour and th... more With the disconfirmation paradigm, Day and Landon's (1977) taxonomy of complaint behaviour and the cognitive appraisal theory developed by Lazarus and colleagues as theoretical approach, this study explored and described consumers' anger and coping strategies following appraisals of appliance failure. In addition, consumers' reasons for engaging in particular complaint behavioural responses were investigated in terms of the cognitive and emotional types of reasoning underlying the different coping behaviours. A cross-sectional survey was conducted amongst consumers who were dissatisfied with the performance of a major household appliance item and who resided in a major metropolitan area in South Africa. A self-administered questionnaire was distributed by means of convenience sampling, which generated 216 usable responses. The results emphasise the importance of understanding consumers' reasoning behind their choice of a specific coping strategy. Respondents who took formal complaint action engaged in problem-focused coping and those who took private 2 action engaged in emotion-focused coping and avoidance coping. Those who took no action experienced lower levels of anger.

Research paper thumbnail of Projective techniques in consumer research

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe, 2000

Projektiewe tegnieke behels 'n dubbelsinnige stimulus waarvolgens die subjek sy/haar persoonlikhe... more Projektiewe tegnieke behels 'n dubbelsinnige stimulus waarvolgens die subjek sy/haar persoonlikheid, houdings, opinies en selfkonsep-as integrale deel van die self-in 'n situasie projekteer ten einde struktuur of betekenis daaraan te gee. Projektiewe tegnieke word in kwalitatiewe verbruikersgedrag-en bemarkingstudies gebruik om subjekte se onbewuste of "verskuilde" gevoelens, houdings en motiewe bloot te lê en om stereotipiese en sydige responspatrone uit te skakel. Projektiewe tegnieke word in kwalitatiewe verbruikersgedragnavorsing gebruik en aan die hand van die ontwerp en struktuur, verskillende tipes en die analise en interpretasie van data ontgin deur die gebruik van projektiewe tegnieke beskryf. Geldigheids-en betroubaarheidsoorwegings asook die nadele en voordele van projektiewe tegnieke word bespreek. Gevallestudies word beskryf om te toon hoe projektiewe tegnieke met ander kwalitatiewe data-insamelingsmetodes (diepteonderhoude en fokusgroeponderhoude) gekombineer kan word om meer insig oor die hoe, waarom en wat van verbruikers se gedrag te bekom.

Research paper thumbnail of An explanation of consumer complaint behaviour concerning performance failure of major electrical household appliances

Research paper thumbnail of Sosiale motiewe en stereotipering in verbruikers se keuse van groot elektriese toerusting

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe, 2010

This was an exploratory and descriptive study of the role of social motives and consumer stereoty... more This was an exploratory and descriptive study of the role of social motives and consumer stereotyping in selected upcoming consumers' choice of large electrical household appliances. Symbolic interactionism served as a perspective to the study, combined with a cognitive approach. A qualitative research strategy was followed using unstructured interviews and projective techniques as datacollecting techniques. The sample consisted of two black, upcoming, female subjects from a higher-middle-income group. Both had first-hand experience with electricity in their homes.

Research paper thumbnail of Consumers׳ perception of the complexity of selected household purchase decisions

Journal of Retailing and Consumer Services, 2014

(A. C. Erasmus) categories. Gender comparisons indicated to different product categories than tho... more (A. C. Erasmus) categories. Gender comparisons indicated to different product categories than those concerning the age, income and level of education comparisons. <100words

Research paper thumbnail of Consumer satisfaction - an unattainable ideal?

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe

Verbruikerstevredenheid, 'n na-aankoopevaluering dat 'n gekose produk aan 'n verbruiker se verwag... more Verbruikerstevredenheid, 'n na-aankoopevaluering dat 'n gekose produk aan 'n verbruiker se verwagtinge voldoen of dit oortref (Engel et al, 1995), word algemeen as die ideale uitkoms van verbruikersbesluitneming voorgehou. Verbruikerstevredenheid verlig die interne spanningstoestand (kognitiewe dissonansie) wat veral met die aankoop van hoërisikoprodukte gepaard gaan. Verbruikerstevredenheid het die verdere voordeel vir handelaars en produsente dat verbruikers hulle tevredenheid aan ander verbruikers kommunikeer en dat daar 'n groot moontlikheid bestaan dat die tevrede verbruikers daardie produkte weer sal koop en selfs handelsnaamlojaal kan raak.

Research paper thumbnail of Consumers’ perception of the functional and symbolic performance failure of major electrical household appliances

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe

Research paper thumbnail of An explanation of consumer complaint behaviour concerning performance failure of major electrical household appliances

Research paper thumbnail of Female customers’ expectations and satisfaction regarding custom - made apparel

First, I thank the Lord for giving me the strength to persevere throughout my studies. I thank my... more First, I thank the Lord for giving me the strength to persevere throughout my studies. I thank my family, friends and relatives for their continual support. My gratitude goes to my supervisor Prof HM de Klerk and co-supervisor Dr S Donoghue for their valuable suggestions and guidance. During the progress of the research, I received support and assistance in various ways from the following individuals, whom I would like to acknowledge:  My colleagues in the Department of Consumer Science who assisted me with data collection.  My former colleague, Thea Tselepis for her patience, advice and encouragement.  My colleague, Amukelani Muthambi for the daily encouragements, assistance with the online questionnaire, and other technical matters.  Ms Jaqui Sommerville and Dr Libie Louw from the Department of Statistics at the University of Pretoria for assistance with capturing and processing of the data.  The fieldworkers and custom-made apparel designers who assisted with data collection, I thank you sincerely.  Finally, all the individuals who participated in the one-on-one interviews, pilot testing and completion of the questionnaires. Without their support and patience, this dissertation would never have been complete.

Research paper thumbnail of The pertinence of status factors in consumers’ consideration of major household appliances

Journal of Family Ecology and Consumer Sciences Tydskrif Vir Gesinsekologie En Verbruikerswetenskappe, 2011

Research paper thumbnail of Proposing Persuasion Knowledge as the Antecedent of Consumers’ Self-Confidence during a Complex Purchase Decision

Journal of Marketing Management (JMM), 2015

In this paper we perform a factor analysis on eleven variables involving attributes and usage of ... more In this paper we perform a factor analysis on eleven variables involving attributes and usage of services at the San Francisco Airport (SFO), in order to determine, from among these variables, the underlying structure of the factors that are primary in leading a customer of SFO to his/her overall rating of SFO. We then perform a stepwise logistic regression analysis using these factors as independent variables, and an overall evaluation of SFO as the dependent variable, to find out how these factors affect the overall evaluation of SFO.

Research paper thumbnail of Emerging consumers' appraisals, emotions and complaing behaviour concerning product performance failure

Die artikel handel oor die interaksie tussen opkomende kollektivistiese verbruikers se blaamattri... more Die artikel handel oor die interaksie tussen opkomende kollektivistiese verbruikers se blaamattribusies, emosies en hanteringstrategieë voortspruitend uit hulle beoordeling van produkmislukking (product failure). Die oorkoepelende doel is om opkomende verbruikers van Afrika se kognitewe beoordelings, emosies, en klagte-gedrag met betrekking tot groot huishoudelike toerusting te verken en te beskryf. Data is in 2009 ingesamel deur "n kruisseksionele opname onder vroueverbruikers woonagtig in Gaborone, Botswana, wat ontevrede was met die werksverrigting van hulle groot huishoudelike toestelle. Daar is van geriefsteekproefneming gebruik gemaak, wat 200 bruikbare vraelyste opgelewer het. Verbruikersklagte-gedragteorie (consumer complaint behaviour theory) en kognitiewe beoordelingsteorie (cognitive appraisal theory) dien as teoretiese agtergrond vir die studie. Die resultate van die studie toon dat vroueverbruikers intense emosies soos woede, skaamte, verbasing, hartseer en frustra...

Research paper thumbnail of The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

International Journal of Consumer …, 2009

In many emerging economies and developing countries, comprising consumers from different cultures... more In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumeroriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post-complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer-, product-and redress environment-related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint-related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.

Research paper thumbnail of Preparing students for the future workplace: how online teaching and learning during the COVID-19 pandemic hone required transferable skills

Education + Training

PurposeSkilled graduates delivered through vocational programmes are critical to ensure the futur... more PurposeSkilled graduates delivered through vocational programmes are critical to ensure the future growth of emerging economies. This study explored students' reflections and experiences of online teaching and learning (T&L) during the COVID-19 pandemic in South Africa. The study specifically focused on the transferable skills students acquired and their relevance to working in the local retail and hospitality industries.Design/methodology/approachFollowing a case study research design, this study retrospectively delved into the multi-perspectives of students enrolled in vocational programmes. A total of 145 students completed reflective questions via a Qualtrics link regarding the topic in question. Student reflections were grouped and analysed for recurring themes using Atlas.ti. Through thematic analysis, two topical themes emerged related to transferable skills development and the usefulness of skills for future work.FindingsThe findings suggest that although students had to...

Research paper thumbnail of Preparing students for the future workplace: how online teaching and learning during the COVID-19 pandemic hone required transferable skills

Education and Training, 2023

Purpose-Skilled graduates delivered through vocational programmes are critical to ensure the futu... more Purpose-Skilled graduates delivered through vocational programmes are critical to ensure the future growth of emerging economies. This study explored students' reflections and experiences of online teaching and learning (T&L) during the COVID-19 pandemic in South Africa. The study specifically focused on the transferable skills students acquired and their relevance to working in the local retail and hospitality industries. Design/methodology/approach-Following a case study research design, this study retrospectively delved into the multi-perspectives of students enrolled in vocational programmes. A total of 145 students completed reflective questions via a Qualtrics link regarding the topic in question. Student reflections were grouped and analysed for recurring themes using Atlas.ti. Through thematic analysis, two topical themes emerged related to transferable skills development and the usefulness of skills for future work. Findings-The findings suggest that although students had to rely on online classes during the COVID-19 pandemic, they still developed vital transferable skills, including communication, teamwork, organisational, self-management, flexibility, technology, metacognition and problem-solving. Practical implications-The findings offer valuable input into planning and developing student-centric online courses to facilitate the development of desired transferable skills. Findings could also guide best T&L practices regarding how education and training across digital platforms could be used to ensure that graduates are prepared to navigate the future complexities of working in ever-changing globalised industries. Originality/value-This study provides new insights into the evolution of T&L and how unexpected situations could provide an opportunity to hone desired skills and prepare students for employment and the 21st century workplace.

Research paper thumbnail of Now is the time to embrace interactive electronic applications of Association Pattern Technique

Journal of Retailing and Consumer Services, 2020

Over time, researchers have explored and used diverse methodologies and innovative techniques to ... more Over time, researchers have explored and used diverse methodologies and innovative techniques to gain a better understanding of consumer behaviour. The laddering technique, in particular, has drawn considerable interest in recent years. Scholars across various fields have produced valuable findings using the Association Pattern Technique (APT) as a hard laddering technique. Compared to soft laddering, however, its potential to uncover consumers' behavioural processes has not yet been optimised, probably due to several misconceptions. Following a systematic review of APT studies, prevailing issues are highlighted and an interactive electronic APT is proposed as a useful guideline for expanding future consumer behaviour research with actionable implications across different disciplines, including retailing.

Research paper thumbnail of Differences between Black and White South Africans in product failure attributions, anger and complaint behaviour

International Journal of Consumer Studies, 2016

The purpose of this research is to extend an understanding of how Black and White South African c... more The purpose of this research is to extend an understanding of how Black and White South African consumers' causal attributions for major household appliance performance failures impact on their anger and subsequent complaint behaviour. A survey was administered to Black and White South African consumers who were dissatisfied with the performance of a major household appliance item. Respondents resided in a major metropolitan area. The findings showed that, compared to Whites, the Black South Africans felt a low but significantly higher external locus of causality and lower control, and experienced a higher level of anger regarding product failure. The level of anger determined the decision to take complaint action, but racial group determined the type of action taken. Blacks complained more actively to retailers and engaged more in private complaint action than Whites. These findings may show that Black South Africans are developing a more individualistic orientation as consumers. Therefore, researchers should consider the effect of cultural swapping when researching consumer behaviour in multi-cultural countries. Implications for retailers in terms of complaint handling are indicated.

Research paper thumbnail of Consumers' anger and coping strategies following appraisals of appliance failure

International Journal of Consumer Studies, 2012

With the disconfirmation paradigm, Day and Landon's (1977) taxonomy of complaint behaviour and th... more With the disconfirmation paradigm, Day and Landon's (1977) taxonomy of complaint behaviour and the cognitive appraisal theory developed by Lazarus and colleagues as theoretical approach, this study explored and described consumers' anger and coping strategies following appraisals of appliance failure. In addition, consumers' reasons for engaging in particular complaint behavioural responses were investigated in terms of the cognitive and emotional types of reasoning underlying the different coping behaviours. A cross-sectional survey was conducted amongst consumers who were dissatisfied with the performance of a major household appliance item and who resided in a major metropolitan area in South Africa. A self-administered questionnaire was distributed by means of convenience sampling, which generated 216 usable responses. The results emphasise the importance of understanding consumers' reasoning behind their choice of a specific coping strategy. Respondents who took formal complaint action engaged in problem-focused coping and those who took private 2 action engaged in emotion-focused coping and avoidance coping. Those who took no action experienced lower levels of anger.

Research paper thumbnail of Projective techniques in consumer research

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe, 2000

Projektiewe tegnieke behels 'n dubbelsinnige stimulus waarvolgens die subjek sy/haar persoonlikhe... more Projektiewe tegnieke behels 'n dubbelsinnige stimulus waarvolgens die subjek sy/haar persoonlikheid, houdings, opinies en selfkonsep-as integrale deel van die self-in 'n situasie projekteer ten einde struktuur of betekenis daaraan te gee. Projektiewe tegnieke word in kwalitatiewe verbruikersgedrag-en bemarkingstudies gebruik om subjekte se onbewuste of "verskuilde" gevoelens, houdings en motiewe bloot te lê en om stereotipiese en sydige responspatrone uit te skakel. Projektiewe tegnieke word in kwalitatiewe verbruikersgedragnavorsing gebruik en aan die hand van die ontwerp en struktuur, verskillende tipes en die analise en interpretasie van data ontgin deur die gebruik van projektiewe tegnieke beskryf. Geldigheids-en betroubaarheidsoorwegings asook die nadele en voordele van projektiewe tegnieke word bespreek. Gevallestudies word beskryf om te toon hoe projektiewe tegnieke met ander kwalitatiewe data-insamelingsmetodes (diepteonderhoude en fokusgroeponderhoude) gekombineer kan word om meer insig oor die hoe, waarom en wat van verbruikers se gedrag te bekom.

Research paper thumbnail of An explanation of consumer complaint behaviour concerning performance failure of major electrical household appliances

Research paper thumbnail of Sosiale motiewe en stereotipering in verbruikers se keuse van groot elektriese toerusting

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe, 2010

This was an exploratory and descriptive study of the role of social motives and consumer stereoty... more This was an exploratory and descriptive study of the role of social motives and consumer stereotyping in selected upcoming consumers' choice of large electrical household appliances. Symbolic interactionism served as a perspective to the study, combined with a cognitive approach. A qualitative research strategy was followed using unstructured interviews and projective techniques as datacollecting techniques. The sample consisted of two black, upcoming, female subjects from a higher-middle-income group. Both had first-hand experience with electricity in their homes.

Research paper thumbnail of Consumers׳ perception of the complexity of selected household purchase decisions

Journal of Retailing and Consumer Services, 2014

(A. C. Erasmus) categories. Gender comparisons indicated to different product categories than tho... more (A. C. Erasmus) categories. Gender comparisons indicated to different product categories than those concerning the age, income and level of education comparisons. <100words

Research paper thumbnail of Consumer satisfaction - an unattainable ideal?

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe

Verbruikerstevredenheid, 'n na-aankoopevaluering dat 'n gekose produk aan 'n verbruiker se verwag... more Verbruikerstevredenheid, 'n na-aankoopevaluering dat 'n gekose produk aan 'n verbruiker se verwagtinge voldoen of dit oortref (Engel et al, 1995), word algemeen as die ideale uitkoms van verbruikersbesluitneming voorgehou. Verbruikerstevredenheid verlig die interne spanningstoestand (kognitiewe dissonansie) wat veral met die aankoop van hoërisikoprodukte gepaard gaan. Verbruikerstevredenheid het die verdere voordeel vir handelaars en produsente dat verbruikers hulle tevredenheid aan ander verbruikers kommunikeer en dat daar 'n groot moontlikheid bestaan dat die tevrede verbruikers daardie produkte weer sal koop en selfs handelsnaamlojaal kan raak.

Research paper thumbnail of Consumers’ perception of the functional and symbolic performance failure of major electrical household appliances

Journal of Family Ecology and Consumer Sciences /Tydskrif vir Gesinsekologie en Verbruikerswetenskappe

Research paper thumbnail of An explanation of consumer complaint behaviour concerning performance failure of major electrical household appliances

Research paper thumbnail of Female customers’ expectations and satisfaction regarding custom - made apparel

First, I thank the Lord for giving me the strength to persevere throughout my studies. I thank my... more First, I thank the Lord for giving me the strength to persevere throughout my studies. I thank my family, friends and relatives for their continual support. My gratitude goes to my supervisor Prof HM de Klerk and co-supervisor Dr S Donoghue for their valuable suggestions and guidance. During the progress of the research, I received support and assistance in various ways from the following individuals, whom I would like to acknowledge:  My colleagues in the Department of Consumer Science who assisted me with data collection.  My former colleague, Thea Tselepis for her patience, advice and encouragement.  My colleague, Amukelani Muthambi for the daily encouragements, assistance with the online questionnaire, and other technical matters.  Ms Jaqui Sommerville and Dr Libie Louw from the Department of Statistics at the University of Pretoria for assistance with capturing and processing of the data.  The fieldworkers and custom-made apparel designers who assisted with data collection, I thank you sincerely.  Finally, all the individuals who participated in the one-on-one interviews, pilot testing and completion of the questionnaires. Without their support and patience, this dissertation would never have been complete.

Research paper thumbnail of The pertinence of status factors in consumers’ consideration of major household appliances

Journal of Family Ecology and Consumer Sciences Tydskrif Vir Gesinsekologie En Verbruikerswetenskappe, 2011

Research paper thumbnail of Proposing Persuasion Knowledge as the Antecedent of Consumers’ Self-Confidence during a Complex Purchase Decision

Journal of Marketing Management (JMM), 2015

In this paper we perform a factor analysis on eleven variables involving attributes and usage of ... more In this paper we perform a factor analysis on eleven variables involving attributes and usage of services at the San Francisco Airport (SFO), in order to determine, from among these variables, the underlying structure of the factors that are primary in leading a customer of SFO to his/her overall rating of SFO. We then perform a stepwise logistic regression analysis using these factors as independent variables, and an overall evaluation of SFO as the dependent variable, to find out how these factors affect the overall evaluation of SFO.

Research paper thumbnail of Emerging consumers' appraisals, emotions and complaing behaviour concerning product performance failure

Die artikel handel oor die interaksie tussen opkomende kollektivistiese verbruikers se blaamattri... more Die artikel handel oor die interaksie tussen opkomende kollektivistiese verbruikers se blaamattribusies, emosies en hanteringstrategieë voortspruitend uit hulle beoordeling van produkmislukking (product failure). Die oorkoepelende doel is om opkomende verbruikers van Afrika se kognitewe beoordelings, emosies, en klagte-gedrag met betrekking tot groot huishoudelike toerusting te verken en te beskryf. Data is in 2009 ingesamel deur "n kruisseksionele opname onder vroueverbruikers woonagtig in Gaborone, Botswana, wat ontevrede was met die werksverrigting van hulle groot huishoudelike toestelle. Daar is van geriefsteekproefneming gebruik gemaak, wat 200 bruikbare vraelyste opgelewer het. Verbruikersklagte-gedragteorie (consumer complaint behaviour theory) en kognitiewe beoordelingsteorie (cognitive appraisal theory) dien as teoretiese agtergrond vir die studie. Die resultate van die studie toon dat vroueverbruikers intense emosies soos woede, skaamte, verbasing, hartseer en frustra...

Research paper thumbnail of The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

International Journal of Consumer …, 2009

In many emerging economies and developing countries, comprising consumers from different cultures... more In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumeroriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post-complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer-, product-and redress environment-related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint-related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.