The trinity of extended service quality, distinct perceived value, and customer loyalty facilitators
Asia Pacific Journal of Marketing and Logistics
ISSN: 1355-5855
Article publication date: 9 August 2022
Issue publication date: 25 April 2023
Abstract
Purpose
In line with rapidly developing digitalized marketing technologies, extended service quality has been actively investigated in the exhibition industry. The importance of distinct perceived value linked to service quality has also been emphasized for increasing customer satisfaction. Further, customer loyalty facilitators, such as trust, commitment, and inertia, have been actively discussed in building long-term relationships between firms and their customers. Because establishing an iterative customer loyalty journey is the key to a marketing strategy, the purpose of this study was to clarify how the trinity of extended service quality, distinct perceived value, and customer loyalty facilitators works in that journey.
Design/methodology/approach
Partial least squares-based structural equation modeling (PLS-SEM) was used to examine the model fit, composite reliability, convergent validity, and discriminant validity of the constructs. PLS-SEM was also used to assess direct and indirect (i.e. mediating) effects.
Findings
First, the conceptual framework necessary for establishing an iterative customer loyalty journey has been empirically identified. Second, service technology is a key construct of extended service quality as exhibitions transform into digitalized communication platforms. Third, both distinct perceived value and satisfaction act as significant mediators between extended service quality and customer loyalty facilitators.
Originality/value
An effective framework for the iterative customer loyalty journey is theoretically designed and empirically confirmed by drawing a complex but comprehensive map of the trinity (i.e. extended service quality, distinct perceived value, and customer loyalty facilitators).
Keywords
Acknowledgements
This research was supported by the Soonchunhyang University Research Fund.
Citation
Lee, D.H. (2023), "The trinity of extended service quality, distinct perceived value, and customer loyalty facilitators", Asia Pacific Journal of Marketing and Logistics, Vol. 35 No. 5, pp. 1262-1287. https://doi.org/10.1108/APJML-01-2022-0048
Publisher
:Emerald Publishing Limited
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