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1 – 10 of over 131000
Article
Publication date: 4 March 2014

Ilias O. Pappas, Adamantia G. Pateli, Michail N. Giannakos and Vassilios Chrissikopoulos

Satisfaction and experience are essential ingredients for successful customer retention. This study aims to verify the moderating effect of experience on two types of…

19779

Abstract

Purpose

Satisfaction and experience are essential ingredients for successful customer retention. This study aims to verify the moderating effect of experience on two types of relationships: the relationship of certain antecedents with satisfaction, and the relationship of satisfaction with intention to repurchase.

Design/methodology/approach

This paper applies structural equation modelling (SEM) and multi-group analysis to examine the moderating role of experience in a conceptual model estimating the intention to repurchase. Responses from 393 people were used to examine the differences between high- and low-experienced users of online shopping.

Findings

The research shows that experience has moderating effects on the relationships between performance expectancy and satisfaction and satisfaction and intention to repurchase. This study empirically demonstrates that prior customer experience strengthens the relationship between performance expectancy and satisfaction, while it weakens the relationship of satisfaction with intention to repurchase.

Practical implications

Practitioners should differentiate the way they treat their customers based on their level of experience. Specifically, the empirical research demonstrates that the expected performance of the online shopping experience (performance expectancy) affects satisfaction only on high-experienced customers. Instead, the effort needed to use online shopping (effort expectancy) and the user's belief in own abilities to use online shopping (self-efficacy) influence satisfaction only on low-experienced customers. The effect of trust and satisfaction is significant on online shopping behaviour on both high- and low-experienced customers.

Originality/value

This paper investigates how different levels of experience affect customers' satisfaction and online shopping behaviour. It is proved that experience moderates the effect of performance expectancy on satisfaction and the effect of satisfaction on intention to repurchase. It also demonstrates that certain effects (effort expectancy and performance expectancy) are valid for only one of the two examined groups, while only one effect (trust) is valid for both (high- and low-experienced).

Details

International Journal of Retail & Distribution Management, vol. 42 no. 3
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 21 September 2010

Tracey S. Dagger and Timothy K. O'Brien

Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to…

7564

Abstract

Purpose

Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits and relationship quality, and between relationship quality and loyalty.

Design/methodology/approach

Using a national sample of 376 service consumers and nine service industries, the study examines whether the impact of relationship benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differs significantly between novice and experienced customer cohorts.

Findings

The results indicate significant differences between novice and experienced cohorts. Specifically, the impact of confidence, social and special treatment benefits on perceptions of satisfaction, trust and commitment, and ultimately customer loyalty, differ significantly based on a customer's level of relationship experience.

Practical implications

The findings of this study have tactical and strategic implications for service firms, including effective customer asset management, resource allocation, and relationship strategy.

Originality/value

This study makes a significant new contribution to theory and practice.

Details

European Journal of Marketing, vol. 44 no. 9/10
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 28 June 2019

John A. Aloysius, Ankur Arora and Viswanath Venkatesh

Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new…

1255

Abstract

Purpose

Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment.

Design/methodology/approach

The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting.

Findings

The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters.

Originality/value

This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.

Details

Information Technology & People, vol. 32 no. 5
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 1 February 2005

Chieh‐Peng Lin and Cherng G. Ding

To examine empirically the mediating role of relationship quality on the relationships between relational selling behavior, network quality, service recovery, and loyalty, and the…

2998

Abstract

Purpose

To examine empirically the mediating role of relationship quality on the relationships between relational selling behavior, network quality, service recovery, and loyalty, and the moderating role of prior IT experience on the above relationships in ISP service.

Design/methodology/approach

Data were obtained via questionnaires from randomly selected ADSL customers of Chunghwa Telecom. The constructs were measured using existing scales. SEM was used to examine the effects.

Findings

Relational selling behavior, network quality, and service recovery indirectly influence loyalty through the mediation of relationship quality, consisting of satisfaction and trust. The effects of relational selling behavior on satisfaction and trust are stronger for inexperienced than for experienced customers. Those of network quality on satisfaction and trust are similar for both experienced and inexperienced customers. Those of service recovery on satisfaction and trust are stronger for experienced than for inexperienced customers.

Research limitations/implications

There are three limitations. First, customer loyalty may be only partially reflected since it was measured by self‐reports. Second, there may exist common method variance. Third, the generalizability of the findings might be limited.

Practical implications

IT service organizations should invest in training programs and advertising campaigns, the ways of transferring information and services to users, to improve relationship quality. Managers should be careful not to try partnering initiatives with customers without knowing their prior IT experience.

Originality/value

This study presents a thorough understanding of how relational selling behavior, network quality, and service recovery indirectly influence loyalty through satisfaction and trust, and how prior IT experience moderates the above relationships in ISP service.

Details

International Journal of Service Industry Management, vol. 16 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 6 May 2014

Sajad Rezaei, Muslim Amin and Wan Khairuzzaman Wan Ismail

Prior studies mostly investigate initial shopping intention in developed countries. The purpose of this paper is to sketch and determine the impact of perceived usefulness (PU)…

6710

Abstract

Purpose

Prior studies mostly investigate initial shopping intention in developed countries. The purpose of this paper is to sketch and determine the impact of perceived usefulness (PU), perceived ease of use (PEOU), perceived value (PV), trust (TRT), perceived risk (PR), privacy concern (PC), internet literacy (IL), satisfaction (SAT) on online repatronage intention (ORI) among Malaysian experienced online shoppers.

Design/methodology/approach

A total of 219 valid questionnaires were collected via an online survey among experienced online shoppers across young and old students aged 18-31. Subsequently, the two-step structural equation modelling (SEM) technique was employed to empirically examine the proposed integrative theoretical research framework and model fit with maximum likelihood estimation.

Findings

The statistical analyses support the relationships between PU, PV, TRT and SAT with ORI while the relationships between PEOU, PR, PC and IL with ORI were rejected in which all the factors affecting ORI occur similarly across the study sample. The behaviour of experienced online shoppers was found to be different from findings of previous literature that examined initial adoption and intention. Due to the lack of distinction in the literature concerning experienced and inexperienced shoppers, our results show inconsistencies with prior research in examining ORI.

Research limitations/implications

The paper suggests that future research consider multicultural analysis, atmosphere design, developing internet methodology and the role of flow experience in determining ORI. The research limitations and implications are also discussed.

Practical implications

By realizing the differences between inexperienced shoppers and experienced shoppers, online retailers should segment these groups more effectively and should implement a different marketing strategy to target the right segment, right shoppers along with the right marketing tactic. The antecedents of future intention of online shopping are influenced by various variables because the human behaviour is sophisticated in nature. Thus, academicians and practitioners should realize the implications of examining their target population/market based on an assessment of different antecedents.

Originality/value

This study is among the few attempts to examine attitudes and behaviour of Malaysian experienced online shoppers who have formed relevant experiences and skills in online shopping. Additionally, the paper empirically examine and distinct user perception of online retail attributes (including PU, PEOU, PV and PR), pre-purchase user attitudes (including TRT, PC, IL) and post-purchase users attitudes (including SAT) in forming ORI simultaneously.

Details

International Journal of Retail & Distribution Management, vol. 42 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 4 June 2019

L. Jean Harrison-Walker

The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important…

2893

Abstract

Purpose

The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important behavioral outcomes.

Design/methodology/approach

This paper extends the work of Wetzer et al. (2007) and draws upon the existing literature to test a series of research hypotheses tying emotions to four important behavioral outcomes primarily using stepwise regression.

Findings

When a service failure occurs, customers experience any of a variety of negative emotions. The effect on behavioral outcomes depends on the specific emotion experienced by the consumer. The current research, which benefits by using retrospective experience sampling, finds that frustration is the predominant emotion experienced by customers following service failure, but that anger, regret and frustration affect behavioral outcomes. Uncertainty also plays a role.

Research limitations/implications

Future research should investigate the antecedents of propensity for emotions and predisposition toward industries, as well as the consequences of word-of-mouth (WOM) praise and WOM activity. Additionally, emotions could be examined by service stage. Several other moderators could be investigated, including severity, complaining behavior, repeat occurrence, service importance, remedies and forgiveness, product vs process failures, tenure, gender and age.

Practical implications

The current research emphasizes the importance of understanding which emotion is being experienced by a customer following service failure to identify the behavioral outcomes that will be most impacted. The specific managerial implications depend upon the specific emotional response experienced by the customer and are discussed separately for anger, regret and frustration. Service personnel must be trained to recognize and address specific customer emotions rather than to provide a canned or generalized response.

Originality/value

To date, there has been little, if any, systematic research into the effects of multiple discrete negative emotions on multiple desirable behavioral outcomes. The current study examines six discrete emotions. Predominant emotions are differentiated from emotional intensity. The behavioral outcomes of reconciliation and reduced share-of-wallet are added to the traditional outcomes of repatronage intentions and negative WOM. While existing research tends to rely on a scenario approach, this study uses the retrospective experience sampling method. The authors distinguish between mixed emotions and multiple emotions. The relative effects of disappointment and regret are examined for each of the four outcomes. Finally, importance-performance map analysis was applied to the findings to prioritize managerial attention. Numerous managerial and research implications are identified.

Details

Journal of Services Marketing, vol. 33 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 6 June 2008

Blanca Hernández‐Ortega, Julio Jiménez‐Martínez and M. José Martín‐DeHoyos

The purpose of the paper is to analyse the evolution of e‐customer purchasing behaviour. Certain perceptions of electronic commerce (EC) may differ according to the purchasing…

3446

Abstract

Purpose

The purpose of the paper is to analyse the evolution of e‐customer purchasing behaviour. Certain perceptions of electronic commerce (EC) may differ according to the purchasing experience of customers. Three groups of e‐customers are differentiated: potential, new and experienced.

Design/methodology/approach

First of all, the socio‐demographic characteristics of each group were analysed using the Chi‐squared test. Then, using ANOVA and post hoc analysis (Scheffe's test), the differences that exist in their perceptions were analysed.

Findings

Data analyses show that level of experience with Internet and the perceptions about EC differ according to the e‐customer. Some variables, like perceived usefulness or attitude, increase significantly as the number of interchanges grows, while others, such as perceived ease of use, tend to stabilise. It can be affirmed that there is an evolving cycle of purchasing that will continue to develop as the individual acquires experience.

Practical implications

This research enables the companies that want to compete in the e‐market to know the type of customer they are addressing. Moreover, the results obtained show what perceptions must be concentrated on if these companies want to capture new customers (potential e‐customers) or if they want to maintain existing customers (new and experienced). The evolution of this behaviour means that the strategies oriented to fomenting EC should stress one or another aspect depending on the target customer.

Originality/value

While most research indistinctly analyses the behaviour of any e‐customer, this study has considered it necessary to differentiate at least three types of e‐customers in function of their purchasing experience. Thus, this is one of the few studies that allows us to know the evolution of the perceptions related to e‐commerce.

Details

Internet Research, vol. 18 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 16 August 2013

Ramendra Singh and Gopal Das

The purpose of this paper is to investigate the moderating effects of selling experience on the relationship between job satisfaction and sales performance, customer orientation…

3954

Abstract

Purpose

The purpose of this paper is to investigate the moderating effects of selling experience on the relationship between job satisfaction and sales performance, customer orientation and sales performance, and adaptive selling behaviors and sales performance, taking the context of B2B insurance selling.

Design/methodology/approach

Using a sample of 380 business‐to‐business insurance salespersons from an emerging market (India) to validate their model, the authors tested several hypotheses using structural equation modeling (SEM).

Findings

The results suggest that experience works with customer‐oriented selling in making the more experienced salespersons better performers. It was also found that for less experienced salespersons, the impact of job satisfaction on performance is weaker than for more experienced salespersons. In addition, it was found that more experienced salespersons' performance is better explained using job satisfaction and customer‐oriented selling rather than their adaptive selling behaviors.

Research limitations/implications

The study contributes by explaining the mechanism for the above relationships. The study also contributes to knowledge by showing that more experience may not be always good for sales performance. Since the sample comes from an emerging market, the paper extends the knowledge from developed markets, and by testing in emerging markets.

Practical implications

The managerial implications of this study lie in explaining those situations where experience can make salespersons more productive. The current sales literature on B2B selling contexts falls short of explaining this mechanism in salesperson performance.

Originality/value

This study contributes to knowledge uniquely by extending the body of empirical evidence that suggests that for experience, more is not always better. The study also shows that a more experienced salesperson does not improve his/her performance by adopting adaptive selling strategies. Such adaptive selling strategies are probably more suitable for younger salespersons, given different expectations from them by customers. For experienced salespersons, job satisfaction and customer‐oriented selling are more important than adaptive selling. This study explains the mechanism for the above relationships.

Details

Journal of Business & Industrial Marketing, vol. 28 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 24 May 2013

Hamed Shamma and Salah Hassan

Most benchmarking methods are based on comparing financial and operational indicators with that of the leader in the market. Financial and operational indicators may not be…

6581

Abstract

Purpose

Most benchmarking methods are based on comparing financial and operational indicators with that of the leader in the market. Financial and operational indicators may not be sustainable in facing the speed and competitiveness of today's marketplace. The purpose of this paper is to propose a dynamic customer‐driven benchmarking approach that captures changes in customer perceptions and expectations and subsequent changes in service standards set by experienced customers as best practice.

Design/methodology/approach

This paper is based on examining the current literature on benchmarking and suggesting a new approach for benchmarking that puts the experienced customer as the standard for benchmarking. The customer‐driven benchmarking approach is one that will ensure that companies are continuously improving and advancing their values to meet the needs of the sophisticated and demanding customers.

Findings

The use of customer‐driven benchmarking will not only provide a clear direction and methods for learning from customers by initiating value‐added services that exceed their expectation, but moreover, help to sustain a company's performance and competitiveness in the long‐term.

Originality/value

Benchmarking performance against competitors on the basis of financial and operational indicators may not guarantee a sustainable competitive edge. This paper highlights the importance of customer‐driven benchmarking as a strategic approach for a sustainable market performance, emphasizing the standards set by “experienced customers as best practices”.

Details

Benchmarking: An International Journal, vol. 20 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 18 September 2009

Blanca Hernandez, Julio Jimenez and M. José Martín

The main objective of this paper is to compare the differences that exist between the adoption of e‐commerce by potential purchasers and the acceptance of the channel (re‐purchase…

9588

Abstract

Purpose

The main objective of this paper is to compare the differences that exist between the adoption of e‐commerce by potential purchasers and the acceptance of the channel (re‐purchase decisions) by experienced e‐customers. Therefore, the paper seeks to test the influence of online shopping experience on electronic purchase decisions.

Design/methodology/approach

The conceptual model, an extended technology acceptance model (TAM), is tested using structural equation modelling techniques. In addition, the variations that exist in e‐customer behaviour are checked using a multi‐sampling analysis.

Findings

The findings show that the influence of self‐efficacy and usefulness increases as the consumer gains online shopping experience. The motivations that lead a potential e‐customer to make a purchase are not the same as those that influence an experienced customer. The paper demonstrates the evolution of customer behaviour and the need to differentiate the perceptions of consumers depending on their level of experience.

Practical implications

The analysis of e‐customer behaviour is a key issue for the development of e‐retailing. Better knowledge about the evolution of consumer behaviour allows a better management of the e‐customer‐firm relationship (e‐business). Firms should bear in mind the relevant perceptions of e‐customers for each decision.

Originality/value

Despite the importance that researchers have attached to studying e‐shopping behaviour, not many papers have considered the existence of different types of decision. In fact, the majority only consider an initial stage of e‐commerce and do not analyse the evolution of e‐customer behaviour and the differences observed with respect to acceptance. The paper fills this gap.

Details

European Journal of Marketing, vol. 43 no. 9/10
Type: Research Article
ISSN: 0309-0566

Keywords

1 – 10 of over 131000