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1 – 10 of over 32000
Article
Publication date: 6 August 2018

Qi Wang, Yan Sun, Ji Zhu and Xiaohang Zhang

The purpose of this paper is to research the effect of uncertain rewards on the recommendation intention in referral reward programs (RRPs) and investigate the interaction…

Abstract

Purpose

The purpose of this paper is to research the effect of uncertain rewards on the recommendation intention in referral reward programs (RRPs) and investigate the interaction of tie strength and reward type on the recommendation intention.

Design/methodology/approach

The research adopts a quantitative exploratory approach through the use of experiments. Study 1 adopted a 2×2 between-participants design ((reward type: certain reward vs uncertain reward)×(tie strength: strong tie vs weak tie)). Respectively, by manipulating uncertain probabilities and expected value, Studies 2 and 3 further explore the effect of uncertain rewards and tie strength on customers’ referral intention.

Findings

This paper finds the following: compared to certain rewards, customers’ referral intention under uncertain rewards is higher and positive experience has a mediating effect between reward type and recommendation intention; when only the recommender is rewarded, the tie strength between the recommender and the receiver moderates the effect of reward type on the recommendation intention; for strong ties, customers’ recommendation intention is higher in uncertain reward condition, but for weak ties, customers’ willingness to recommend is almost the same in both reward types; when both the recommender and the receiver are rewarded, although certain rewards have a higher expected value than uncertain and random rewards, for strong ties, the participants have a higher referral intention under random rewards than that under uncertain rewards, which have a higher referral willingness than that under certain rewards. Additionally, for weak ties, the reverse is true.

Originality/value

The research has both theoretical implications for research on uncertain rewards and tie strength and practical implications for marketing managers designing and implementing RRPs.

Details

Internet Research, vol. 28 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 13 July 2015

Dong-Mo Koo

This paper aims to investigate whether the interactional effects of recommendation valence, tie strength and service type produce different effects on attitude and buying…

1421

Abstract

Purpose

This paper aims to investigate whether the interactional effects of recommendation valence, tie strength and service type produce different effects on attitude and buying intention in a social networking context.

Design/methodology/approach

A 2 × 3 × 3 between-subject experiment was carried out, involving 616 participants, and MANOVA was used to test hypotheses.

Findings

The interactions of valence by tie strength and valence by service type affect attitude, but not intention. The review valence × tie strength × service type interaction influences both attitude and intention, and its effect on intention is fully mediated by attitude.

Research limitations/implications

Negative recommendations for credence and experiential services communicated by individuals with no-tie relationships have a strong negative effect on attitude. However, positive recommendations from strong and weak ties for search and experience services are more influential than recommendations from no ties for credence services.

Originality/value

The results are explained by using cue sufficiency theory, which suggests that a single extreme cue serves as a defining feature.

Details

European Journal of Marketing, vol. 49 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 25 January 2013

Chin‐Lung Hsu, Judy Chuan‐Chuan Lin and Hsiu‐Sen Chiang

Blogging has become part of a consumer's decision making process when shopping online; however, the understanding of blog recommendation's effect on consumer purchase…

30863

Abstract

Purpose

Blogging has become part of a consumer's decision making process when shopping online; however, the understanding of blog recommendation's effect on consumer purchase decision is still vague. The purpose of this study is to examine whether the blog reader's trusting belief in the blogger is significant in relation to the perceived usefulness of the blogger's recommendations; and how the blog reader's perceptions influence his/her attitude and purchasing behavior online. The moderating effect of blogger's reputation on readers’ purchasing intentions is also tested.

Design/methodology/approach

Based on various theories, a model was proposed in this study. A survey involving 327 blog readers as participants was analyzed in the empirical study to investigate whether the usefulness of bloggers’ recommendations and trusting beliefs toward blogger had influence on consumers’ attitudes and behavioral intentions toward online shopping.

Findings

The results indicated that perceived usefulness of bloggers’ recommendations and trust had significant influential effect on blog users’ attitude towards and intention to shop online. Moreover, the findings showed that different determinants affected the users of perceived‐high‐reputation and perceived‐low‐reputation blogs.

Originality/value

The findings suggest bloggers’ electronic word‐of‐mouth (eWOM) to be a promising marketing strategy for increasing sales. The marketers should provide free trial products and services to the perceived‐high‐reputation bloggers who, as valued opinion leaders, will influence and prompt others to shop online through a trusting effect. As for perceived‐low‐reputation bloggers, the marketing strategists should strive to emphasize the usefulness of products and services being marketed, so these perceived‐low‐reputation bloggers can focus more on describing the advantages and benefits of products or services discussed in their blogs.

Details

Internet Research, vol. 23 no. 1
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 20 May 2021

Kyung Young Lee, Lorn Sheehan, Kiljae Lee and Younghoon Chang

Based on the post-acceptance model of information system continuance (PAMISC), this study investigates the influence of the early-stage users' personal traits…

1432

Abstract

Purpose

Based on the post-acceptance model of information system continuance (PAMISC), this study investigates the influence of the early-stage users' personal traits (specifically personal innovativeness and technology anxiety) and ex-post instrumentality perceptions (specifically price value, hedonic motivation, compatibility and perceived security) on social diffusion of smart technologies measured by the intention to recommend artificial intelligence-based voice assistant systems (AIVAS) to others.

Design/methodology/approach

Survey data from 400 US AIVAS users were collected and analyzed with Statistical Product and Service Solutions (SPSS) 18.0 and the partial least square technique using advanced analysis of composites (ADANCO) 2.1.

Findings

AIVAS technology is presently at the early stage of market penetration (about 25% of market penetration in the USA). A survey of AIVAS technology users reveals that personal innovativeness is directly and indirectly (through confirmation and continuance) associated with a stronger intention to recommend the use of the device to others. Confirmation is associated with all four ex-post instrumentality perceptions (hedonic motivation, compatibility, price value and perceived security). Among the four, however, only hedonic motivation and compatibility are significant predictors of satisfaction, which lead to use continuance and, eventually, intention to recommend. Finally, technology anxiety is found to be indirectly (but not directly) associated with a lower intention to recommend.

Originality/value

This is the first study conducted on the early-stage AIVAS users that evaluates the influence of both personal traits and ex-post instrumentality perceptions on users' intention for continuance and recommendation to others.

Article
Publication date: 17 July 2007

Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen and Jay Weiner

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share…

28038

Abstract

Purpose

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.

Design/methodology/approach

The data for this study come from a two‐year longitudinal Internet panel of over 8,000 US customers of firms in one of three industries (retail banking, mass‐merchant retail, and Internet service providers (ISPs)). Correlation analysis, CHAID, and three types of regression analyses (best‐subsets, ordinal logistic, and latent class ordinal logistic regression) were used to test the hypotheses.

Findings

Contrary to Reichheld's assertions, the results indicate that recommend intention alone will not suffice as a single predictor of customers' future loyalty behavior. Use of a multiple indicator instead of a single predictor model performs better in predicting customer recommendations and retention.

Research limitations/implications

The limitation of the paper is that it uses data from only three industries.

Practical implications

The presumption of managers when looking at recommend intention as the primary, even sole gauge of customer loyalty appears to be erroneous. The consequence is potential misallocations of resources due to myopic focus on customers' recommend intentions.

Originality/value

This is the first scientific study that examines recommend intentions and its impact on retention and recommendation on the micro (customer) level.

Details

Managing Service Quality: An International Journal, vol. 17 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 6 August 2021

Berto Mulia Wibawa, Chelsia Pranindyasari, Gita Widi Bhawika and Rachma Rizqina Mardhotillah

This research aims to identify halal attributes for Indonesian Muslim tourists that can create a destination image, revisit intention and recommendation intention

Abstract

Purpose

This research aims to identify halal attributes for Indonesian Muslim tourists that can create a destination image, revisit intention and recommendation intention. Indonesia has the largest Muslim population in the world and their Muslim tourists who frequently visit non-Muslim countries. This is a great opportunity for non-Muslim countries to improve halal tourism services.

Design/methodology/approach

Data was collected through a panel of recruited online sampling on 268 Indonesian Muslim tourists who had visited non-Muslim countries. Structural equation modeling analysis is used to investigate the impact of halal tourism attributes on destination images and behavioral intentions.

Findings

This study found the five halal tourism attributes that had a positive and significant impact on affective destination image, overall destination image, revisit intention and recommendation intention.

Practical implications

Halal tourism attributes can be used as a basis for marketing strategies of tourism bureaus to create a destination image, increase intention to revisit and provide effective word-of-mouth recommendations based on Muslim tourists needs.

Originality/value

To the best of the authors’ knowledge, this is the first study to analyze the main needs for halal tourism of Indonesian Muslim tourists when traveling to non-Muslim countries. Our study contributes to the halal tourism literature, along with having implications for non-Muslim tourism bureaus and halal tourism teaching and practice.

Details

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

Keywords

Article
Publication date: 5 July 2011

Rajat Gera

The purpose of this paper is to identify and discuss the key conceptual and empirical inter‐relationships between service encounter variables of perceived agent service…

1564

Abstract

Purpose

The purpose of this paper is to identify and discuss the key conceptual and empirical inter‐relationships between service encounter variables of perceived agent service quality, overall customer satisfaction and perceived value and their relationships with behavioural outcomes of repurchase, recommendation and complaint intentions in the life insurance services in India.

Design/methodology/approach

A total of 258 valid responses were generated from existing customers of life insurance services on the selected variables. The relationships were tested by structural equation modeling using AMOS version 4.0. The initial hypothesized model was rejected and a model was modified till acceptable fit was achieved.

Findings

The results provide empirical support for the comprehensive nature of direct and indirect effects of service quality, value perceptions and overall satisfaction on future behavioural intentions (BI). The study identifies the key agent service quality attributes of product knowledge, empathy, reliability and trust as important antecedents of favourable behavioural outcomes. Agent service quality, satisfaction and value perceptions have significant affect on recommendation intentions.

Originality/value

This is the first study using multivariate and composite model of inter relationship of service encounter constructs and their affect on both favourable and unfavourable BI.

Details

International Journal of Quality and Service Sciences, vol. 3 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 25 April 2022

Michael B. Harari, Eyran Kraus, Victor Boyi, Chockalingam Viswesvaran and Craig Haas

Although affective accounts of organizational justice theory have been offered, suggesting a role played by trait affectivity dimensions – trait positive affectivity (TPA…

Abstract

Purpose

Although affective accounts of organizational justice theory have been offered, suggesting a role played by trait affectivity dimensions – trait positive affectivity (TPA) and trait negative affectivity (TNA) - in shaping applicant reactions to selection procedures, research in this area relies on cognitive information processing accounts of justice perceptions. Thus, the role played by TPA and TNA in shaping applicant reactions is an underexplored area. This study explicates and tests the role of TPA and TNA in shaping reactions.

Design/methodology/approach

The authors carried out a three-wave field study of police job applicants, measuring TPA and TNA before testing and applicant justice perceptions and recommendation intentions pre-feedback and post-feedback.

Findings

TPA, but not TNA, was positively associated with justice perceptions and recommendation intentions. Mediation analyses suggested that the TPA-recommendation intentions relationship was mediated through justice perceptions.

Practical implications

Recruiting high TPA applicants can benefit future applicant pools due to enhanced recommendation intentions. High TPA applicants react more favorably to positive features; thus, procedures should conform to procedural justice rules so that favorable aspects exist for high TPA applicants to respond favorably towards.

Originality/value

The authors’ work is the first to integrate affective accounts of the justice perception formation process into applicant reactions research. Their work supports a role served by affect in shaping applicant fairness perceptions and provides novel and important insights for both theory and practice.

Details

Journal of Managerial Psychology, vol. 37 no. 7
Type: Research Article
ISSN: 0268-3946

Keywords

Article
Publication date: 29 November 2018

Qing Tang, Fen Liu, Shan Liu and Yunfeng Ma

The purpose of this paper is to explore the key factors that affect consumer redemption intention toward mobile coupons recommended in social network sites (SNS).

Abstract

Purpose

The purpose of this paper is to explore the key factors that affect consumer redemption intention toward mobile coupons recommended in social network sites (SNS).

Design/methodology/approach

A research model that integrates recommendation trust, positive utilities, and negative utilities of coupon redemption is developed. With the important role of trust in social recommendation taken into consideration, the key drivers of recommendation trust were analyzed in the model. Data were collected from 210 users with mobile coupon recommendation experience in one of the largest SNS (i.e. WeChat) in China. The authors used partial least squares technique to analyze the model.

Findings

Recommendation trust and positive utilities (economic benefits and perceived enjoyment) positively affect the intention of mobile coupon redemption. Perceived risk, as a negative utility, negatively influences coupon redemption intention. In addition, swift trust (structure assurance, perceived similarity, trust propensity, and expertise of the recommender), knowledge-based trust (familiarity with the retailers), and emotion-based trust (social tie strength) are key drivers that promote recommendation trust.

Originality/value

While prior research investigated mobile coupon redemption behavior in which coupons were issued by merchants, limited research analyzed consumer responses toward mobile coupons in social recommendation. This study examines the effects of recommendation trust, positive utilities, and negative utilities on mobile coupon redemption in the context of social recommendation and recognizes the key drivers of recommendation trust.

Details

Management Decision, vol. 57 no. 9
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 13 November 2017

Luis V. Casaló, Carlos Flavián and Sergio Ibáñez-Sánchez

The purpose of this paper is to examine the influence of consumers’ perceived enjoyment and usefulness on their intention to follow and recommend an official account of a…

4355

Abstract

Purpose

The purpose of this paper is to examine the influence of consumers’ perceived enjoyment and usefulness on their intention to follow and recommend an official account of a brand community on Instagram through satisfaction, following a perception-evaluation-intention chain.

Design/methodology/approach

The present study suggests that both perceived enjoyment and usefulness have a positive influence on satisfaction, which in turn affects intended following and recommendation of an account on Instagram. Data are collected from 548 members of a fashion brand community official Instagram account. After the validation of measurement scales, the hypotheses are contrasted using a structural equation model.

Findings

Results show that both perceived enjoyment and usefulness have a positive effect on satisfaction with the Instagram account, which in turn positively affects the intention to follow and recommend the account. Specifically, satisfaction fully mediates the influence of perceptions on intentions, except for the influence of perceived usefulness on intended recommendation as these variables are also directly linked.

Practical implications

The findings help managers to understand consumers’ behavioral intentions on Instagram and note the relevant role of perceived enjoyment and usefulness in creating a satisfactory experience in this context.

Originality/value

Nowadays, brands and users are continuously joining Instagram and, as a result of its growing importance, there is a need to better understand consumer behavior in this context. This research analyses the antecedents of both the intention to follow and recommend an account on Instagram.

Details

Online Information Review, vol. 41 no. 7
Type: Research Article
ISSN: 1468-4527

Keywords

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