‘Never let me down again’1: Loyal customer attitudes towards ticket distribution channels for live music events: A netnographic exploration of the us leg of the depeche mode 2005–2006 world tour

Beaven, Z. and Laws, C. 2007. ‘Never let me down again’1: Loyal customer attitudes towards ticket distribution channels for live music events: A netnographic exploration of the us leg of the depeche mode 2005–2006 world tour. Managing Leisure. 12, pp. 120-142. https://doi.org/10.1080/13606710701339322

Title‘Never let me down again’1: Loyal customer attitudes towards ticket distribution channels for live music events: A netnographic exploration of the us leg of the depeche mode 2005–2006 world tour
TypeJournal article
AuthorsBeaven, Z. and Laws, C.
Abstract

Ticket distribution channels for live music events have been revolutionised through the increased take-up of internet technologies, and the music supply-chain has evolved into a multi-channel value network. The assumption that this creates increased consumer autonomy and improved service quality is explored here through a case-study of the ticket pre-sale for the US leg of the Depeche Mode 2005–06 World Tour, which utilises an innovative virtual channel strategy, promoted as a service to loyal fans. A multi-method analysis, adopting Kozinets' (2002) Kozinets, R. V. 2002. The field behind the screen: using netnography for marketing research in online communities. Journal of Marketing Research, 39: 61–72.
[CrossRef], [Web of Science ®]
netnography methodology, is employed to map responses of the band's serious fan base on an internet message board (IMB) throughout the tour pre-sale. The analysis focuses on concerns of pricing, ethics, scope of the offer, use of technology, service quality and perceived brand performance fit of channel partners. Findings indicate that fans behaviour is unpredictable in response to channel partners' performance, and that such offers need careful management to avoid alienation of loyal consumers.

JournalManaging Leisure
Journal citation12, pp. 120-142
ISSN1360-6719
1466-450X
Year2007
PublisherTaylor & Francis
Digital Object Identifier (DOI)https://doi.org/10.1080/13606710701339322
Web address (URL)http://www.scopus.com/inward/record.url?eid=2-s2.0-85019064702&partnerID=MN8TOARS
Publication dates
Published2007

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