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Summary W5 - The Impact of Different Touchpoints on Brand Consideration $3.78   Add to cart

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Summary W5 - The Impact of Different Touchpoints on Brand Consideration

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Marketing Management notes week 5

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  • December 4, 2016
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  • 2016/2017
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Baxendale, Macdonald & Wilson. (2015). The Impact of Different Touchpoints on Brand
Consideration.

Introduction and aim of the study

 It is important to understand how touchpoints affect brand consideration because managers
have to allocate the firm’s resources across mutiple touchpoints
 Previous research has examined the touchpoints individually
 This study analyzes
o the impact of six touchpoints (brand advertising, retailer advertising, in-store
communications, word-of-mouth (WOM), peer observation, traditional earned
media) on brand consideration
o the roles of touchpoint frequency and positivity in shaping this impact
 It distinguishes four consumer categories: electrical goods, technology products, mobile
handsets and soft drinks
 It uses the real-time experience tracking (RET) method – respondents report on touchpoints
by text message.
o RET also allows touchpoint frequency and positivity to be captured
 Contributions
o The study evidences the role of touchpoints in evolving brand consideration
o It evidences the roles of touchpoint frequency and positivity
o It proposes and exemplifies a RET-based approach by which the frequency and
positivity of touchpoints can be assessed

Definitions

 A touchpoint is an episode of direct or indirect contact with the brand
o Include but are not limited to channels
o “A customer contact point, or medium through which the firm and the consumer
interact” (Neslin et al., 2006)
 Touchpoint frequency is the frequency with which the consumer enters into contact with
the brand
o can increase brand awareness
o can improve learning (by means of repetition)
 Touchpoint positivity is the valence of the customer’s affective response to the encounter
(Kahn and Isen, 1993)
o can repeat purchase intentions
o positivity is also associated with consumer’s satisfaction, commitment, variety
seeking and consideration
 Brand consideration is the extent to which the customer would consider buying the brand
in the near future
o can be useful as an intermediate when purchase data aren’t available
o brand consideration is commonly used to evaluate consumer response and it is
frequently studied
 Touchpoints
o Brand advertising

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