A services perspective for text message coupon customization

• Published in: Journal of research in interactive marketing Vol. 5; no. 4; pp. 244 - 257
• Main Authors: Bacile, Todd J, Goldsmith, Ronald E
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 18.10.2011; Emerald
• Subjects: Attitudes; Brand loyalty; Cellular telephones; Communication; Consumer attitudes; Consumers; Customization; Customizing; Direktmarketing; Discount coupons; Hypotheses; Kundenbindungsprogramm; Marketing; Mass Customization; Messages; Mobile Business; Mobiltelefon; Purchase intention; Sales promotions; Strategy; Students; Studies; Text messaging; Texts; USA; United States > US; Mobile technology; Mobile coupons; United States of America; SMS; Attitudes; Intentions; Co-production; Service customization; Coupons; Consumer behaviour
• ISSN: 2040-7122; 2040-7130
• DOI: 10.1108/17505931111191474

Purpose - The purpose of this paper is to illustrate that text message mobile coupons are marketing communications that are becoming more service-like in nature. As such, mobile coupons will benefit from firm-generated service customization strategies.Design methodology approach - An experiment compared a mobile coupon with a customized versus non-customized delivery time. A sample of 244 undergraduate students from a large southeastern US university completed an online questionnaire. The between-subject design randomly assigned participants to the custom or non-custom condition. Results were assessed with MANCOVA.Findings - Customizing the delivery time of a mobile coupon improved attitude toward and intention to use the coupon, as well as attitude toward and purchase intent with the firm.Research limitations implications - The paper focuses on only one mobile coupon campaign in one product category, while measuring attitudes and intentions, not actual purchase behavior. The sample is also limited by having student participants. Future research should examine these limitations.Practical implications - The paper provides practitioners with an alternative view of mobile coupons. Whereas traditional paper coupons are mass marketing communications, mobile coupons should be viewed similar to an important service to consumers. Allowing consumers to customize these communications, similar to how consumers customize important service offerings, will enhance the coupon and image of the firm.Originality value - This study is the first to suggest that mobile coupons be guided by services marketing theory. This is also the first study to suggest and empirically assess the customization of marketing communications as a firm-generated strategy designed to enhance mobile coupons. Customization in this context is a co-production activity.