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11 – 20 of over 1000
Article
Publication date: 8 May 2017

M.S. Balaji, Sanjit Kumar Roy and Ali Quazi

The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation…

4024

Abstract

Purpose

The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g. repurchase intentions and negative word-of-mouth).

Design/methodology/approach

A scenario-based survey was used to elicit responses in a hospitality setting. Structural equation modelling and hierarchical regression analysis were used to test the proposed hypotheses.

Findings

Results show that both positive and negative emotions mediate the relationship between perceived injustice and customer satisfaction. The emotion regulation of customers through suppression and reappraisal influences the effects of satisfaction on both negative word-of-mouth and repurchase intentions.

Practical implications

This study advances service managers’ understanding of customer experience during service failure by demonstrating how emotion regulation influences customer response behaviours. With a better understanding of customers’ emotion regulation strategies, managers and frontline employees can more effectively develop and execute recovery strategies which adapt to customer emotions while eliciting more satisfying outcomes.

Originality/value

This research is one of the first to examine the moderating role of customers’ emotion regulation strategies in determining their behavioural responses. Conducted in the hospitality services context, this study provides support for relationships among perceived injustice, customer emotions, emotion regulation, customer satisfaction, negative word-of-mouth and repurchase intentions.

Details

European Journal of Marketing, vol. 51 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 19 June 2021

Manish Das, Victor Saha and M.S. Balaji

This study aims to investigate the role of middle-class consumers’ need for uniqueness (CNFU), consumer susceptibility to interpersonal influence (CSII), inspiration and…

1480

Abstract

Purpose

This study aims to investigate the role of middle-class consumers’ need for uniqueness (CNFU), consumer susceptibility to interpersonal influence (CSII), inspiration and behavioral intentions toward masstige products. Specifically, this study examines the differential effects of CNFU dimensions, the underlying mechanism of consumer inspiration and the moderating role of CSII in the purchase intentions toward masstige products.

Design/methodology/approach

Two studies were carried out to test the proposed relationships. Study 1 examines the differential effect of CNFU dimensions and the mediating role of consumer inspiration for data collected from Tier 1 cities in India. Study 2 replicated Study 1 findings for the jewelry masstige products and tested the moderating role of CSII for data collected from Tier 2 cities. Structural equation modeling was used to test the proposed hypotheses.

Findings

The study findings confirm the differential effects of CNFU dimensions on inspiration and its mediating role in masstige products’ purchase intentions. Furthermore, the study found that CSII moderates the effect of CNFU dimensions on inspiration toward masstige (jewelry) purchase intentions. Status does not determine masstige purchase intention.

Research limitations/implications

The present study was carried out in the emerging market of India. Future studies should replicate the study findings in other emerging markets.

Practical implications

The study findings have important implications for marketers of masstige brands in developing effective marketing strategies in the emerging markets.

Originality/value

The study is among the few studies to investigate the differential role of CNFU dimensions and inspiration for masstige brands in an emerging market context.

Details

Journal of Product & Brand Management, vol. 31 no. 4
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 25 October 2021

Melissa A. Baker and Kawon Kim

Customer incivility is commonplace across service industries. Yet, there is little that is known about how uncivil customers affect employees. The purpose of this study is to…

1058

Abstract

Purpose

Customer incivility is commonplace across service industries. Yet, there is little that is known about how uncivil customers affect employees. The purpose of this study is to examine how uncivil customer interactions affect employees’ cynicism, depersonalization and job performance.

Design/methodology/approach

Study 1 uses the qualitative critical incident technique to content analyze employee perceptions of customer incivility and how it affects their job performance. Study 2 uses a 2 (incivility frequency: high vs low) × 2 (co-worker support: high vs low) × 2 (service rule commitment: high vs low) quasi-experimental between-subjects design.

Findings

Results find that there is a significant interaction effect of customer incivility frequency, co-worker emotional support and service rule commitment on employee cynicism and depersonalization, which leads to decreased job performance and more harmful experiences to other customers.

Practical implications

The findings provide practical implications on the importance of managing customer incivility, providing co-worker support and how this affects employee attitudes and service they deliver to other customers.

Originality/value

The results build upon the incivility, co-worker support and service rule commitment literature, conservation of resources theory, as well as identifying key variables core to hospitality and tourism research: cynicism and depersonalization that provide important implications for actions of tourism and hospitality firms.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 13 October 2017

Jasmina Mangafić, Amila Pilav-Velić, Danijela Martinović and Merima Činjarević

The purpose of this chapter is to explore the mediating effect of consumer attitude towards purchasing organic food and moderating effect of consumer innovativeness on the…

Abstract

The purpose of this chapter is to explore the mediating effect of consumer attitude towards purchasing organic food and moderating effect of consumer innovativeness on the intention to purchase organic food. A consumer survey was conducted with a specific focus on buyers of organic food products in Bosnia and Herzegovina. Data were collected during December 2016 via an online survey, eventually obtaining 173 valid questionnaires for analysis. The indirect effect of organic food knowledge, subjective norm, personal norm, organic food availability, attitude towards organic food and organic food scepticism on intention to purchase organic food was tested using the PROCESS Macro in SPSS. The results revealed that organic food knowledge, subjective norm, personal norm, attitude towards organic food have indirect effects on consumer intention to purchase organic food. Moreover, findings suggest that attitude towards organic food purchase mediates the link between these four factors and consumer’s intention to purchase organic food. In addition, it was proven that consumer innovativeness positively moderates the attitude-purchase intention link in the context of organic food consumption. This chapter enhances the external validity of previous empirical findings beyond the Western European context. Further, it provides some important guidelines to the retailers to develop and implement marketing strategies for organic food products.

Details

Green Economy in the Western Balkans
Type: Book
ISBN: 978-1-78714-499-6

Keywords

Article
Publication date: 23 July 2018

Roberta Pinna, Pier Paolo Carrus, Marta Musso and Gianfranco Cicotto

The purpose of this paper is to investigate the role of university identification to explain students’ involvement in extra-role behaviours and turnover intentions. The…

Abstract

Purpose

The purpose of this paper is to investigate the role of university identification to explain students’ involvement in extra-role behaviours and turnover intentions. The theoretical model developed, specifies the relationships between university identity and identification and between identification and behavioural patterns.

Design/methodology/approach

Data have been collected from a sample of 338 students from an Italian University. Then, they have been analysed adopting linear regression models (multiple when occurs) and a path analysis through structural equations models has been developed. The Sobel test has been used in the analysis to verify the mediator role of variables.

Findings

The results show that: the university identity perception of students have significant effect on university identification process; and student-university identification have significant effect on student’s advocacy, that is negatively related to turnover intention.

Originality/value

This paper provides support for the importance of brand management in higher educational context. Institutions would benefit from communicating their identities clearly, coherently and in a persuasive manner, emphasising those aspects of the university’s identity that students and future students will perceive as prestigious and similar to their identities.

Details

The TQM Journal, vol. 30 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 29 June 2018

Mirza Tabrani, Muslim Amin and Ahmad Nizam

The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship…

4645

Abstract

Purpose

The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty.

Design/methodology/approach

A total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses.

Findings

The results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty.

Practical implications

This study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks.

Originality/value

This study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.

Details

International Journal of Bank Marketing, vol. 36 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 4 September 2020

Jookyung Kwon and Jiseon Ahn

This paper aims to examine the impact of corporate social responsibility (CSR) skepticism on dual types of attitudinal factors (i.e. positive attitude and reactance) and examine…

1309

Abstract

Purpose

This paper aims to examine the impact of corporate social responsibility (CSR) skepticism on dual types of attitudinal factors (i.e. positive attitude and reactance) and examine the impact of attitudinal factors on customers' behavioral intention.

Design/methodology/approach

This study applies mixed-method research to examine the link between CSR skepticism, positive attitude, reactance and behavioral intention based on attitude-behavior-context theory.

Findings

As predicted, CSR skepticism weakens a favorable attitude toward CSR, whereas it increases the level of reactance. Also, CSR skepticism negatively influences behavioral intention, while positive attitude and reactance positively influence behavioral intention.

Originality/value

Understanding customers' skepticism toward CSR has become increasingly important because of its negative consequences. Despite existing studies on CSR skepticism, few have focused on why and how CSR skepticism leads to negative behavioral outcomes. Thus, this research contributes to existing tourism literature by examining the role of CSR skepticism on their attitude and behavior. Findings will help researchers and practitioners understand how CSR skepticism impacts customers' behavioral intention and develops CSR strategies to enhance the behavioral intention to patronize.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 14 November 2019

Subhash Jha, M.S. Balaji, Marla B. Royne Stafford and Nancy Spears

This paper aims to examine the effects of purchase environment, product type and need for touch (NFT) on cognitive response, affective response and overall product evaluation in…

1455

Abstract

Purpose

This paper aims to examine the effects of purchase environment, product type and need for touch (NFT) on cognitive response, affective response and overall product evaluation in the USA and India.

Design/methodology/approach

Two experiments were conducted in two different consumer markets. In Study 1, participants evaluated haptic and non-haptic products and gave responses on cognitive response, affective response and overall product evaluation measures in the US market. In Study 2, the authors replicate Study 1 in a culturally different market of India and extend Study 1 by examining the moderating role of instrumental and autotelic dimensions of NFT on the effect of purchase environment on cognitive and affective responses.

Findings

Research findings suggest that cognitive and affective responses are the underlying mechanism between the purchase environment and overall response only for haptic product among Indian consumers. In contrast, affective response is the underlying mechanism explaining this relationship among US consumers. Furthermore, the instrumental dimension of NFT moderates the impact of purchase environment on cognitive but the autotelic NFT moderates the effect of purchase environment on affective response only for the haptic product but not for the non-haptic product.

Research limitations/implications

The study uses a relatively homogenous sample in the Indian market in contrast to the US market.

Practical implications

Results advance the understanding of the importance of haptic information processing in consumer decision-making across different purchase environments, product types and NFT using psychological distance (proximity) as a theoretical underpinning. With non-haptic shopping environments (i.e. online and mobile) growing rapidly, the results have critical implications for development of marketing strategies in Asian and US markets.

Originality/value

Empirical research examining the underlying mechanism by which purchase environment influences overall evaluation for haptic product is scarce. Additionally, understanding of the differential roles of instrumental and autotelic dimensions of NFT on cognitive and affective responses is very limited. This research fills this void and provides an understanding of the specific environment in evaluating haptic and non-haptic products in two distinct markets.

Details

Journal of Consumer Marketing, vol. 37 no. 1
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 19 September 2020

Xin Chen, Yuanqiong He, Lihua Wang and Jie Xiong

The purpose of this paper is to examine how customer socialization strategies can help social enterprises (SEs) to establish different types of organizational legitimacy and how…

Abstract

Purpose

The purpose of this paper is to examine how customer socialization strategies can help social enterprises (SEs) to establish different types of organizational legitimacy and how different types of organizational legitimacy in turn can encourage customers' positive in-role behavior (such as repurchasing) and extra-role citizenship behavior (such as referral, feedback and forgiveness of quality problems).

Design/methodology/approach

A survey of 381 customers in Chinese SEs is used to examine the research questions. The paper uses structural equation modeling and bootstrap method to analyze the hypothesized relationships among customer socialization strategies, organizational legitimacy and customers' in-role and extra-role behaviors.

Findings

This study finds that various customer socialization strategies can differentially enhance different types of organizational legitimacy of a SE, which in turn positively affects customers' in-role repeated purchase behavior and extra-role citizenship behavior. The study also finds that three types of organizational legitimacy are highly accumulative; gaining relational and market legitimacy might be a precondition for obtaining social legitimacy for SEs.

Originality/value

This study is one of the first to empirically investigate the important role of customer socialization strategies in the acquisition of different types of organizational legitimacy in the context of SEs. It also shows how different types of organizational legitimacy, in turn, can positively affect customers' in-role and extra-role behaviors. In addition, this is one of the first empirical studies to investigate the accumulative nature of three types of organizational legitimacy in SEs: relational legitimacy, market legitimacy and social legitimacy.

Details

Management Decision, vol. 59 no. 11
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 11 April 2023

Sarabjit Kaur Sidhu, Fon Sim Ong and M.S. Balaji

This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction…

Abstract

Purpose

This study aims to investigate the moderating role of low and high failure severity levels on recovery satisfaction and on behavioral intentions through recovery satisfaction. This research adopted justice theory and regulatory focus theory to provide further explanations on the inconsistencies in the extant literature regarding service failure and responses to service recovery.

Design/methodology/approach

This study applied a scenario-based experimental design of two (perceived justice: low vs high) by two (failure severity: low vs high) between-subjects factorial design. Data was collected from 237 mobile phone users recruited via convenience sampling. This study examined the hypothesized relations using Hayes (2018) PROCESS macro version 4.0.

Findings

Perceived justice had a higher positive effect on recovery satisfaction at a high failure severity level. The direct effect of perceived justice on behavioral intentions was significant and positive only at a high level of failure severity, whereas the indirect effect of perceived justice on consumers’ positive behavior through recovery satisfaction was more positive at a high level of failure severity.

Research limitations/implications

Justice theory and regulatory focus theory can be used to explain how a well-implemented recovery effort can offset losses that are caused by a highly severe service failure leading to satisfaction and positive responses. However, as this study was conducted within a telecommunication service context, this research needs to be replicated in other areas, including the use of other data collection methods and measurement of consumers’ regulatory focus orientation.

Practical implications

The findings of this study provide managers with valuable insights into the allocation of service providers’ resources for recovery actions according to consumers’ perceived severity levels to regain consumer satisfaction and continued positive behavioral intentions.

Originality/value

Past research on the effect of failure severity levels on recovery satisfaction and consumers’ positive behavioral intentions is scant, and those studies that examined severity levels have shown conflicting results. This study attempted to advance the research by examining the relationship between perceived justice, recovery satisfaction and behavioral intentions at low and high failure severity levels using justice theory and regulatory focus theory. None of the theories have been examined concurrently in the service failure and recovery framework.

Details

Journal of Consumer Marketing, vol. 40 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

11 – 20 of over 1000