Resumen de Signaling quality: : an examination of the effects of marketing- and nonmarketing-controlled signals on perceptions of automotive brand quality
M. Billur Akdeniz, Roger J. Calantone, Clay M. Voorhees
When introducing new products to market, firms often leverage marketing signals in an effort to increase perceptions of product quality. While prior research mostly focuses on marketing-controlled signals that firms can directly influence to affect consumer perceptions of product quality, the proliferation of nonmarketing-controlled signals in the form of third-party product reviews introduces a new layer of complexity to a consumer's inference process. Given the fact that propagation of marketing signals and third-party reviews has made the marketplace more interactive, it is no longer diagnostic to analyze the impact of various quality signals on consumer perceptions, separately.
The purpose of this study is twofold. There has been extant research on the individual effects of marketing-controlled signals on quality perception, but research providing a simultaneous examination of multiple signals is scarce. The first purpose is to examine interaction effects between various marketing signals on consumer perceptions of quality. Firms may be able to control the communication strategy of internal signals (e.g., price, advertising), but third-party signals are external to the firm, and hence are often perceived as being more credible and less biased than marketing signals. Despite the popularity of third-party product reviews, there is scarce empirical research about how they impact perceptions in the presence of marketing-controlled quality signals. Thus, the second purpose is to examine the interaction effects between marketing signals and independent third-party reviews on perceived product quality. This study advances existing models of market signaling to account for the potential interactions between various types of quality signals.
Hypotheses are tested using a longitudinal data set comprising all car brands that have existed in the U.S. automotive industry between 1990 and 2007. The automotive industry provides an ideal context for the analyses as quality is an indispensable yet not easily discernible attribute of cars. Furthermore, consumer perceptions of the quality of new vehicle introductions can have a profound effect on product performance. Data are compiled from various secondary sources, including Harris Interactive's Equitrend, Consumer Reports, and TNS Media Intelligence, among others. Econometric techniques are used to estimate the empirical model.
Findings show that effects of quality signals are codependent such that third-party quality ratings reduce the effectiveness of pricing and advertising, whereas they enhance the credibility of warranty signal. Furthermore, warranty positively interacts with price and advertising. It is also demonstrated that car sales in the previous period and the country of origin of the car brand significantly impact perceived quality. Overall, the research findings can help car manufacturers better understand how their initial product configurations and marketing strategies impact the perception of new vehicle introductions.
