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Consumer Empowerment

Emerald Group Publishing Limited
September 29, 2006
236 Pages - SKU: ED1373520

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Guest Editor Len Tiu Wright’s definition of consumer empowerment in marketing is: "A mental state usually accompanied by a physical act which enables a consumer or a group of consumers to put into effect their own choices through demonstrating their needs, wants and demands in their decision-making with other individuals or organisational bodies in the marketplace." Through this e-book, which has received contributions from Australia, Canada, Italy, Portugal, UK and the USA, it is broadly argued that empowerment means consumers will become less passive in accepting whatever is offered by employers.

urpose - Much of the literature on consumer empowerment focuses on consumers’ efforts to regain control of their consumption processes from suppliers. The purpose is to argue that many suppliers achieve success by trying hard to empower consumers. The mechanism by which this takes place consists of researching and providing what consumers want. Consumers feel empowered when they are able to enjoy the consumption process. This is of particular note in shopping, which is not simply obtaining products but also experience and enjoyment.

Design/methodology/approach - Research is examined into the links between firms’ efforts to understand what consumers want, atmospheric stimuli, emotions and buying behaviour.

Findings - The paper finds that successful firms’ try hard to understand what consumers want and to improve consumer satisfaction and empowerment by providing pleasant marketing environments and apt, relevant information.

Research limitations/implications - The approach is based on prior literature. The paper examines marketing to consumers in company locations, e.g. stores, malls, restaurants and banks to examine specific evidence of the effects of atmospheric stimuli such as aroma, music and video screen media.

Practical implications - The paper contends that firms can and do become successful in a competitive arena by providing pleasant environments and information that people want.

Originality/value - The paper shows how consumer empowerment is an important concept. This paper contributes since there is a dearth of writings specifically about consumer empowerment in the marketing literature. Far from the popular view of consumers being manipulated by firms, successful firms try hard to and succeed in empowering consumers in their marketing activities.

Consumer Empowerment

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