Search results
1 – 10 of over 16000Martina G. Gallarza, Maria Eugenia Ruiz-Molina and Irene Gil-Saura
Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of…
Abstract
Purpose
Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.
Design/methodology/approach
The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect effects through both cognitive and affective satisfaction.
Findings
Notably, the results highlight the mediating role of shoppers’ emotional and social value on the linkages between satisfaction and loyalty. Therefore, this study has proved the embedded impact of value dimensions on overall satisfaction and behavioural intentions in a cognitive-affective-behavioural framework.
Practical implications
Managerially, retailers who intend to build long-term relationships with their customers will benefit by investing in emotional factors along with cognitive factors, on the assumption that cognitive factors lead to emotional factors, and that both affect loyalty to the service provider through cognitive and affective satisfaction.
Originality/value
This work can be said to have made two substantial contributions to previous literature. First, the old but constantly renewed dichotomy between utilitarian and hedonic attributes in retailing has emerged in the work, in the sense that different value dimensions (two utilitarian, one hedonic and one social) have been proved to be differently related to customer satisfaction (both cognitive and affective), and indirectly to customer loyalty. And second, this work has also proved the existence of a chain of effects between value dimensions: product quality and value for money to emotional value, and this to social value.
Details
Keywords
Huicheng (Jeff) Wu, Nancy Nelson Hodges, Jin Su and Sukyung Seo
The purpose of this study was to investigate the affective and cognitive dimensions of satisfaction that impact the buyer-supplier relationship (BSR) from the supplier's…
Abstract
Purpose
The purpose of this study was to investigate the affective and cognitive dimensions of satisfaction that impact the buyer-supplier relationship (BSR) from the supplier's perspective and to consider satisfaction within the context of power-dependency theory.
Design/methodology/approach
Qualitative in-depth interviews were conducted with 20 Chinese apparel supply professionals who regularly interact with apparel buyers. Audio or video interviews were conducted via WeChat (the most popular social media platform in China).
Findings
A thematic analysis of the interview data revealed that both affective and cognitive dimensions of satisfaction impact the BSR. A model of supplier affective and cognitive satisfaction in a collaborative BSR was developed to illustrate the connections between the two dimensions.
Originality/values
Due to intense competition in the market, supplier satisfaction is essential for building relationships in the apparel industry. Existing studies have focused on satisfaction from the perspective of the buyer rather than the supplier because in a BSR, the buyer tends to hold more power. Moreover, research has primarily considered cognitive evaluations of satisfaction with the BSR. This study offers new insight on both cognitive and affective satisfaction from the perspective of suppliers within the context of power-dependency theory.
Details
Keywords
Sampath Kumar Ranganathan, Vivek Madupu, Sandipan Sen and John R. Brooks
The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the…
Abstract
Purpose
The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty.
Design/methodology/approach
An online survey was conducted to gather data from Gmail users. Data were analyzed using structural equation modeling.
Findings
Results indicate electronic service quality and e-trust (cognitive) impact customer loyalty through affective variables like emotions, satisfaction, e-trust (affective) and affective commitment. Results also indicate that e-mail service providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors.
Research limitations/implications
A predominantly male audience responded to the research query based on one e-mail service setting. Based on the responses, it was determined that e-mail service providers can benefit by building emotional bonds with customers. Enhancing consumption emotions leads to development of emotional bonds and customer loyalty.
Originality/value
Much of the extant literature has examined the role played by cognitive antecedent variables in determining e-loyalty. Studies that researched the role of affective variables are scant. This paper is unique in that it examines both cognitive and affective variables in determining e-loyalty. This study differs from other studies in that it uses antecedents such as emotions, affective commitment, and e-trust (affective) to determine customer loyalty toward e-mail services. Interrelationships among the antecedents were also explored.
Details
Keywords
Sreejesh S., Abhigyan Sarkar and Sudeepta Pradhan
This study aims to investigate how the influences of store loyalty programs on store loyalty and store relations can be mediated by the store satisfaction-love framework.
Abstract
Purpose
This study aims to investigate how the influences of store loyalty programs on store loyalty and store relations can be mediated by the store satisfaction-love framework.
Design/methodology/approach
The survey data were collected from selected retail stores using stratified random sampling. The hypotheses were tested using structural equation modeling.
Findings
The results indicate that the impacts of store loyalty programs on store loyalty and store relations are mediated both by store love and store satisfaction.
Practical implications
This study’s findings help practitioners by empirically demonstrating that the combined cognitive satisfaction of consumers with store loyalty programs and affective store love mediate the influences of loyalty programs on consumer loyalty toward the store and on the consumer–store relation. Therefore, cognitive satisfaction with loyalty programs alone cannot create strong loyalty and a customer relationship. Cognitive satisfaction with various loyalty programs must be converted into affective store love for the mediation to be significant and effective.
Originality/value
This research adds value to the domain of store loyalty research by empirically establishing the mediating role played by the cognitive satisfaction-affective love framework in shaping the influences of loyalty programs designed by store management on the final store loyalty and customer–store relationship.
Details
Keywords
Enrique Bianchi, Juan Manuel Bruno and Francisco J. Sarabia-Sanchez
The purpose of this paper is to examine the influence of consumers’ perceived corporate social responsibility (CSR). The aim is to provide insight into the effect of perceived CSR…
Abstract
Purpose
The purpose of this paper is to examine the influence of consumers’ perceived corporate social responsibility (CSR). The aim is to provide insight into the effect of perceived CSR on purchase intention (short-term effect) and corporate reputation (long-term effect), whilst considering the role of brand image, satisfaction (affective and cognitive) and brand loyalty.
Design/methodology/approach
The sample comprised 429 consumers selected using non-probabilistic sampling with age and gender quotas. Confirmatory factor analysis was used to validate the measurement model. Structural equation modelling was used to validate the research hypotheses.
Findings
All direct and mediated influences in the model were significant, except for the effects of perceived CSR on affective satisfaction. Thus, the proposed causal chain is valuable to understand how perceptions of CSR influence purchase intention and perceived reputation.
Research limitations/implications
Perception is considered a dual phenomenon (cognitive and affective). It would be advisable to consider both dimensions in the future. The same is true of affective satisfaction.
Originality/value
Direct and mediated relationships that have previously been studied separately are considered together in a single model. This approach provides a better understanding of how perceived CSR influences purchase intention and reputation.
Details
Keywords
Jalayer Khalilzadeh, Giacomo Del Chiappa, Jafar Jafari and Hamid Zargham Borujeni
The purpose of this paper is to propose a new unbiased, reliable, exact, and systematic method of job satisfaction score estimation. The method considers affective and cognitive…
Abstract
Purpose
The purpose of this paper is to propose a new unbiased, reliable, exact, and systematic method of job satisfaction score estimation. The method considers affective and cognitive aspects simultaneously.
Design/methodology/approach
A questionnaire survey following the optimum allocation stratified sampling method was conducted in four up‐scale hotels of Tehran. Hotels' employees completed the questionnaires. Principal component analysis was used to identify facets, and the Friedman test was applied to examine their homogeneity. The Wilcoxon sign rank test and Pearson product‐moment correlation coefficients were employed to determine the most effective method among those investigated.
Findings
The weighted abridged job descriptive index (WAJDI) proposed in the study as a modified version of the job descriptive index seems to overcome the main limitations of the abridged job descriptive index (AJDI) and the perceived job satisfaction (PJS) methods when measuring job satisfaction in the hospitality sector.
Research limitations/implications
This paper encourages researchers to consider different methods to assess job satisfaction along with WAJDI. However, although a stratified sampling approach was used, it focused on a limited sociocultural and economic environment, which limits the generalizability of findings. WAJDI must be used in different conditions to prove its efficiency in measuring job satisfaction.
Originality/value
This study assesses and compares the power of the AJDI method, which is a cognitive‐based structure, with PJS as a global, single‐item scale to capture the affective aspects of job satisfaction. By introducing a new method of job satisfaction evaluation, this study contributes to the literature.
Details
Keywords
Martin Fraering and Michael S. Minor
– This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community.
Abstract
Purpose
This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community.
Design/methodology/approach
Oliver proposed an innovative framework to explain the relationships between satisfaction, loyalty, fortitude, and a sense of community.
Findings
Analysis of questionnaire responses of 493 customers of banks and credit unions indicated that satisfaction, cognitive, affective, conative, and action loyalty are positively related to fortitude.
Research limitations/implications
The Beyond Loyalty Model (BLM) does not address important strategic issues often associated with loyalty, such as firm profitability, complaint resolution, and firm profitability.
Practical implications
This research is the first to find that customers of financial institutions acquire satisfaction and strong loyalty ties with their bank or credit union after dealing with their financial services provider for a relatively short period of time. Thus financial institutions should consistently seek relationship-building opportunities from the outset of their relationships with their customers.
Originality/value
The resulting Beyond Loyalty Model (BLM) improves upon the American Bankers Association ' s ABA Financial Client Satisfaction Index, and is a means by which financial institutions can monitor and enhance the satisfaction, loyalty, and fortitude of the customers of financial institutions. Further, the increasing acceptance of virtual banking calls for additional study of this area.
Details
Keywords
Mariella Pinna, Giacomo Del Chiappa and Marcello Atzeni
This study aims to compare public and private hospitals based on both cognitive and affective components of patients’ satisfaction.
Abstract
Purpose
This study aims to compare public and private hospitals based on both cognitive and affective components of patients’ satisfaction.
Design/methodology/approach
A survey of 770 Italian patients from public and private hospitals was conducted. Then, hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run with the aim of segmenting patients’ emotional response.
Findings
Respondents show different levels of satisfaction and a different emotional status based on the private or public nature of the service provider. The cluster analysis helped to identify two segments. Specifically, the cluster with the highest positive emotions is reported to have a higher level of satisfaction and a higher intention to return; this evidence is much stronger when a private service provider rather than a public one is considered. A series of chi-squared tests reveal that no significant differences exist among clusters based on socio-demographic characteristics.
Research limitations/implications
This study uses a convenience sample and is highly context specific, and thus the authors are unable to make generalizations.
Practical implications
Hospital managers should develop a customer-oriented approach, for example, by paying greater attention to patients’ emotions and experience, via conducting systematic surveys on patients’ emotions and improving the servicescape.
Originality/value
The main contribution of this study resides in simultaneously considering the role of cognitive and affective components on patients’ satisfaction and behavioural intention, and segmenting patients based on their emotional responses. Moreover, only few studies provide a comparison of public and private hospitals in Italy.
Details
Keywords
Mamoun N. Akroush and Bushra K. Mahadin
The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives.
Abstract
Purpose
The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives.
Design/methodology/approach
In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model.
Findings
CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path.
Research limitations/implications
Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined.
Practical implications
CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty.
Originality/value
Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.
Details
Keywords
Laura Lucia-Palacios, Raúl Pérez-López and Yolanda Polo-Redondo
This paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed that its…
Abstract
Purpose
This paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed that its effects on mall experience and satisfaction differ depending on shopping motivation and frequency.
Design/methodology/approach
The method is based on seemingly unrelated regressions models and data were obtained through a survey of 1,088 mall clients. Mall experience is addressed through customer cognitive and affective responses. Both terms together with stress and customer satisfaction with the mall are constructs measured by seven-point Likert scales. Exploratory and confirmatory factor analyses were conducted to validate these measures.
Findings
The results show that stress reduces customers’ affective response and satisfaction. The effect of low levels of stress on customer affective response is less negative for frequent shoppers, and the influence of high levels on satisfaction is less negative for them. Furthermore, stress has a U-shaped effect on customers’ cognitive response, an effect that is reduced for frequent shoppers.
Practical implications
Mall managers should try to reduce stress in the management of their customers’ experience. Moreover, they should increase the shopping frequency of their clients by implementing marketing strategies, such as frequency programs and serial concerts, and assist shoppers in reorganizing their shopping goals by implementing organizing tools and new recommendations and suggestions.
Originality/value
Given that previous work on shopping stress is scarce, this paper expands the extant literature by analyzing its effects on mall experience and customer satisfaction. Furthermore, it shows that these effects may vary depending on shopping frequency and motivation.
Details