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1 – 10 of over 41000
Article
Publication date: 20 September 2019

Ahsan Zubair, Rizwan Shabbir, Muhammad Azeem Abro and Mahmood A. Husain Mahmood

This study aims to highlight the impact of information acquisition confidence and social outcome confidence on information search and information share intention…

Abstract

Purpose

This study aims to highlight the impact of information acquisition confidence and social outcome confidence on information search and information share intention. Moreover, the role of subjective knowledge is analyzed as a mediating variable among these relations.

Design/methodology/approach

This study conducted a survey which generated 233 valid responses. The data were analyzed using component factor analysis and structural equation modeling. Whereas, to examine the mediating effect, Hayes and Preacher (2008) model for statistical mediation analysis was used.

Findings

The results mainly supported the model by confirming that subjective knowledge, information acquisition confidence and social outcome confidence are positively related to information search intention. No association between information acquisition confidence and information sharing intention was found. The study's findings also suggested a positive association of social outcome confidence, subjective knowledge and information acquisition confidence with information share intention. Moreover, the results revealed that there is a significant and positive mediating effect of subjective knowledge between information acquisition confidence and information search intention. Subjective knowledge also acts as a mediator in the relationship between social outcome confidence and information sharing intention.

Practical implications

This study will be helpful for marketers and policymakers for designing marketing strategies which can enhance the flow of information. Moreover, this study will ensure the importance of information to marketers.

Originality/value

This paper fulfills an identified need to study the impact of consumer information acquisition confidence, social outcome confidence on information search and sharing with mediating role of subjective knowledge.

Details

The Bottom Line, vol. 32 no. 3
Type: Research Article
ISSN: 0888-045X

Keywords

Article
Publication date: 24 July 2009

Björn Frank and Takao Enkawa

The purpose of this paper is to examine whether economic growth enhances life satisfaction. It provides a conceptual solution to the heavily debated Easterlin paradox…

1699

Abstract

Purpose

The purpose of this paper is to examine whether economic growth enhances life satisfaction. It provides a conceptual solution to the heavily debated Easterlin paradox which states that aggregate income positively relates to life satisfaction in one‐time international comparisons but not in longitudinal analyses. First empirical results are presented for Germany.

Design/methodology/approach

The present study uses path analysis to capture not only direct but also mediated effects of economic growth on life satisfaction. Findings – The paper finds that economic growth does enhance life satisfaction over time. The effect is not direct but mediated via consumer confidence, customer satisfaction, income satisfaction, health satisfaction and job satisfaction. Modeled by consumer confidence, adaptive expectations reduce this effect but cannot entirely compensate for it, as suggested by literature. In addition to this negative compensatory effect which is mediated by customer satisfaction, consumer confidence has a positive direct influence on life satisfaction.

Research limitations/implications

Since the history of aggregate customer satisfaction measurement is still young, this empirical analysis should be seen as pioneer work. Future research on the Easterlin paradox should utilize future data, model mediated relationships and time lags, and integrate customer satisfaction and consumer confidence.

Practical implications

Economic growth strategies are successful in raising life satisfaction. Governments should not only pay attention to quantitative but also to qualitative growth. Collective optimism can improve life satisfaction.

Originality/value

This study contributes to solving the Easterlin paradox. Unlike the extant literature on the Easterlin paradox, this paper integrates national customer satisfaction and consumer confidence into a sociologic model and explicitly accounts for mediated effects. National customer satisfaction is used to model qualitative aspects of economic growth.

Details

International Journal of Sociology and Social Policy, vol. 29 no. 7/8
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 25 October 2019

Pavleen Soni

Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits…

Abstract

Purpose

Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits (special treatment benefits and confidence benefits) on relationship quality and word of mouth (WOM) for online retailers. The conditional mediating role of relationship quality between customer satisfaction and WOM is also examined.

Design/methodology/approach

A sample of 700 MBA students from two universities in Punjab (North India) has been used to collect data. Structural equation modelling and PROCESS Macro (Hayes (2017) have been used for data analysis (mod mod mediation).

Findings

When customers perceive high confidence benefits, special treatment benefits moderate the mediational role of relationship quality between customer satisfaction and WOM. Specific conditions under which use of confidence benefits and special treatment benefits are successful for online retailers have also been identified.

Practical implications

Tailored use of special treatment benefits with confidence benefits in appropriate combinations will help the online retailers in segmenting the customers and differentiating amongst them according to the customers’ receptivity towards these benefits. Marketers can devise communication strategies, create customer segments and position their services using the results obtained in the study.

Originality/value

The present study is the first of its kind which clarifies as to why the previous literature considered special treatment benefits as less relevant to customers. It also establishes the situations in which these benefits successfully moderate the effect of customer satisfaction in developing relationship quality and eliciting positive WOM in the Indian internet retailing context.

Details

Marketing Intelligence & Planning, vol. 38 no. 6
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 24 June 2021

Ala' Omar Dandis, Mohammad Badi’ Al Haj Eid, Robin Robin and Nathalie Wierdak

The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality…

Abstract

Purpose

The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment.

Design/methodology/approach

An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results.

Findings

Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction.

Practical implications

Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers.

Originality/value

This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 4 June 2018

Dong Hong Zhu, Ya Wei Wang and Ya Ping Chang

The purpose of this paper is to understand the effect of online cross-recommendation of products from e-retailers on consumers’ instant cross-buying intention, and compare…

1899

Abstract

Purpose

The purpose of this paper is to understand the effect of online cross-recommendation of products from e-retailers on consumers’ instant cross-buying intention, and compare the effect between the contexts that the decision making on focal product is difficult and easy.

Design/methodology/approach

Based on the information adoption model, this paper develops a theoretical model to investigate how online cross-recommendation of products from e-retailers influence consumers’ instant cross-buying intention. Empirical data were collected from 224 online shoppers. The Partial Least Squares technique was used to test the proposed research model.

Findings

Choice confidence on focal product and perceived usefulness of cross-buying is the antecedents of instant cross-buying intention. Brand awareness of recommended product, one-stop shopping convenience, and perceived price advantage are the antecedents of perceived usefulness of cross-buying and choice confidence on focal product when the decision making on focal product is difficult, whereas brand awareness is not when it is easy to make focal product decision. Choice confidence on focal product positively affects perceived usefulness of cross-buying when it is easy to make focal product decision, whereas the effect is not significant when the decision making on focal product is difficult.

Originality/value

Knowledge about the effect of online cross-recommendation of products on instant cross-buying intention is scarce. This study reveals the psychological mechanism of the effect of online cross-recommendation of products on consumers’ instant cross-buying intention and finds that decision-making difficulty on focal product is an important moderator.

Details

Internet Research, vol. 28 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 3 April 2018

Daiane Lampugnani Marafon, Kenny Basso, Lélis Balestrin Espartel, Márcia Dutra de Barcellos and Eduardo Rech

The purpose of this paper is to analyze the moderating role of self-confidence and risk acceptance on the relationship between perceived risk and intention to use internet banking.

2081

Abstract

Purpose

The purpose of this paper is to analyze the moderating role of self-confidence and risk acceptance on the relationship between perceived risk and intention to use internet banking.

Design/methodology/approach

A survey was conducted with 180 Brazilian banking customers. The Johnson-Neyman test was used to verify the moderation and significant regions along self-confidence and risk acceptance levels.

Findings

Self-confidence and risk acceptance moderate the relationship between risk perception and intention to use internet banking. For individuals with high self-confidence, the effect of perceived risk on intention to use internet banking is lower than it is for individuals with low self-confidence. In the same way, for individuals with high risk acceptance, the effect of perceived risk on intention to use internet banking is lower than it is for individuals with low risk acceptance.

Research limitations/implications

This research contributes to the understanding of the conditions (two personal factors) under which risk perception does not influence intention to use a technological tool.

Practical implications

This paper provides insights for marketing managers to encourage customers to develop greater risk acceptance and self-confidence to minimize the negative effects of perceived risk of the adoption of internet banking.

Originality/value

Although risk perception can contribute to customers’ avoidance of internet banking, this is the first paper to verify how acceptance of risk and self-confidence can moderate the effects of perceived risk on intention to use internet banking.

Details

International Journal of Bank Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 11 February 2021

Hardius Usman, Nucke Widowati Kusumo Projo, Chairy Chairy and Marissa Grace Haque

The study proposes an extended model of the technology acceptance model (TAM) by including Sharia compliance (SC), knowledge of SC and confidence in SC, in addition to…

Abstract

Purpose

The study proposes an extended model of the technology acceptance model (TAM) by including Sharia compliance (SC), knowledge of SC and confidence in SC, in addition to perceived usefulness (PU) and perceived ease of use (PEOU). This research aims to investigate its impact on satisfaction, applied in e-banking of Indonesian Islamic banking. Also, the authors study the role of SC, knowledge of SC and confidence in all relationships in TAM in explaining customer satisfaction.

Design/methodology/approach

Data collecting in this research is a self-administered survey by sending questionnaires to respondents online via e-mail or WhatsApp. The number of collected data are 300 completed questionnaires. Hypothesis testing and analyses in this research use the multiple linear regression model.

Findings

This study finds that SC, knowledge about SC and belief in SC have a significant impact on customer satisfaction of Islamic banks using e-banking. The most important finding in this study is that SC, knowledge about SC and belief in SC significantly moderate the relationship between PU and PEOU with customer satisfaction.

Originality/value

The originality of this research is exploring the role of SC, knowledge of SC and confidence in SC in all relationships, and it is expressed in the original TAM to explain customer satisfaction. This study has never been applied in previous studies, particularly studies of Islamic bank e-banking in Indonesia. This study highlights the importance of SC in the extended TAM, as a distinguishing factor between e-banking provided by Islamic banks and conventional banks, as well as the role of knowledge and confidence in SC. The authors propose policies that will be useful for the improvement of the market share of Islamic banking in Indonesia.

Details

Journal of Islamic Marketing, vol. 13 no. 5
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 1 September 2005

Paul Flanagan, Robert Johnston and Derek Talbot

The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers…

3243

Abstract

Purpose

The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of “confidence” in an important organisation with which many people may have only limited contact.

Design/methodology/approach

The research was commissioned by the Northamptonshire Police in the UK and was based on data collected through focus groups held in the area. The groups were split into individuals who had limited contact with the police and individuals who had traumatic dealings with the police (e.g. had been the victim of a serious crime).

Findings

The findings supported earlier research which suggested that there was a fall in confidence after contact with the police. The analysis of the discussions revealed four key dimensions of confidence (i.e. what made people feel confident). Several types of confidence triggers were also identified, over some of which the police have control, pre‐contact, during contact and post‐contact.

Research limitations/implications

The research focused on one public sector organisation using a small number of focus group interviews.

Originality/value

Organisations can influence, at least to some extent, consumer confidence before use. The research also questions whether some organisations should assess confidence rather than, or in addition to, satisfaction.

Details

International Journal of Service Industry Management, vol. 16 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Open Access
Article
Publication date: 28 November 2019

Carlos Orús, Raquel Gurrea and Sergio Ibáñez-Sánchez

This purpose of this paper is to analyze how consumers’ online recommendations affect the omnichannel webrooming experience based on the internet, physical and mobile channels.

6130

Abstract

Purpose

This purpose of this paper is to analyze how consumers’ online recommendations affect the omnichannel webrooming experience based on the internet, physical and mobile channels.

Design/methodology/approach

Two experimental studies are implemented. Study 1 analyzes the impact of an online review on the physical interaction with the product. Study 2 modifies the moment of receiving the online recommendation and its social tie.

Findings

Webrooming improves the shopping experience. Online recommendations from anonymous customers increase confidence in the product’s adequacy, although this effect depends on the moment of receiving the recommendation and the level of confidence before interacting physically with the product. Friend recommendations reinforce preferences regardless of previous online experiences.

Research limitations/implications

This research examines the effects of different types of online recommendations on offline shopping experiences, choice and confidence. Confidence is stressed as a key variable in omnichannel behavior.

Practical implications

The findings offer practical value for electronic word-of-mouth marketing, omnichannel marketing, as well as online and physical channel management.

Originality/value

This is one of the first studies that examine the impact of online consumer recommendations on shopping experiences combining online, mobile and physical channels. The results reveal the importance of recommendations’ source and moment of reception for determining consumers’ preferences, choice and confidence.

Propósito

La presente investigación analiza cómo las recomendaciones online afectan a la experiencia webrooming omnicanal, basada en el canal físico, online, y móvil.

Diseño/metodología/enfoque

Se llevaron a cabo dos experimentos. El Estudio 1 analiza el impacto de una revisión online positiva en la interacción posterior con el producto. El Estudio 2 modifica el momento de recibir la recomendación y el vínculo social entre emisor y receptor.

Hallazgos

El proceso webrooming mejora la experiencia de compra. Las recomendaciones online de clientes anónimos incrementan la auto-confianza sobre la adecuación del producto, aunque este efecto depende del momento de recibir la recomendación y del nivel de auto-confianza previo a la interacción física con el producto. Las recomendaciones de amigos refuerzan las preferencias, independientemente de la experiencia online previa.

Limitaciones/implicaciones

Esta investigación examina los efectos de diferentes tipos de recomendaciones online en experiencias offline, le elección y la auto-confianza. La auto-confianza se revela como una variable clave del comportamiento omnicanal.

Implicaciones prácticas

Los resultados ofrecen implicaciones para la gestión del marketing boca-oído y omnicanal, así como la gestión de la experiencia en el canal físico y el online.

Originalidad/valor

Este es uno de los primeros estudios que analizan el impacto de recomendaciones online en experiencias de compra que combinan canales online, offline y móvil. Los resultados revelan que la importancia de la fuente y del momento de recibir la recomendación determinan las preferencias, elección, y auto-confianza de los consumidores.

Palabras clave

Comercio minorista, Omnicanal, Webrooming, Auto-confianza, Boca-oído electrónico, Vínculo social

Tipo de artículo

Trabajo de investigación

Details

Spanish Journal of Marketing - ESIC, vol. 23 no. 3
Type: Research Article
ISSN: 2444-9709

Keywords

Article
Publication date: 13 February 2017

Shuai Yang, Yiping Song, Sixing Chen and Xin Xia

This study aims to provide a taxonomy of relational benefits that drive customer loyalty in sharing-economy services, assess the relative strengths of these relational…

7568

Abstract

Purpose

This study aims to provide a taxonomy of relational benefits that drive customer loyalty in sharing-economy services, assess the relative strengths of these relational benefits in influencing customer loyalty and examine whether commitment mediates the influence of relational benefits on customer loyalty in this context.

Design/methodology/approach

Relational benefits of sharing-economy services were explored through a focus group interview, followed by an online survey completed by 440 respondents in China. Structural equation modeling was used to test the hypotheses.

Findings

This study shows that confidence and social benefits have significant and positive effects on commitment in sharing-economy services. In addition, safety benefits, a new type of relational benefits, also significantly affect commitment in this context. Furthermore, the findings suggest that commitment acts as a mediator between confidence, social and safety benefits and customer loyalty. Special treatment benefits had no effect on commitment and loyalty in the sharing-economy context.

Practical implications

This paper provides sharing-economy service providers with insight on how to better create and sustain loyal relationships with customers through the provision of relational benefits.

Originality/value

This study offers initial insight into why customers would stay in peer-to-peer relationships in the sharing economy, and suggests how to strengthen relationships between customers and peer service providers.

Details

Journal of Services Marketing, vol. 31 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of over 41000