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Article
Publication date: 23 February 2021

Swagato Chatterjee, Srabanti Mukherjee and Biplab Datta

The purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by…

Abstract

Purpose

The purpose of this study is to explore the impact of other customer's opinion on a service firm and its alliance on the evaluation of the airline by the focal customer by integrating qualitative and quantitative user-generated content. The study also explores the relative importance of core and peripheral attributes in consumer evaluations.

Design/methodology/approach

A text mining and natural language processing-based approach was followed to extract insights from the qualitative part of 18,457 consumer reviews, which were later analyzed along with the quantitative information obtained from the reviews using linear regression and logistic regression methods.

Findings

The authors found that customer satisfaction and recommendation behavior is formed by own and others' opinion about the airline and alliance. The relative importance of the core and peripheral attributes depends on the psychological distance from the evaluation of the attribute.

Research limitations/implications

The theoretical contribution and managerial implications have been discussed in detail.

Practical implications

It helps in review management strategy, service design strategy and the alliance and partnership strategies of the airlines.

Originality/value

This is the first paper that explores the impact attribute-level evaluations found in prior reviews on the future reviews of customers. It also explores the effect of prior reviews in the context of a service business and its alliances.

Details

Journal of Service Theory and Practice, vol. 31 no. 3
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 9 February 2018

Swagato Chatterjee, G. Shainesh and C.N. Sai Sravanan

The purpose of the study is to develop a structural and a predictive model of the future purchase behavior of the consumers from value, quality and satisfaction and also…

Abstract

Purpose

The purpose of the study is to develop a structural and a predictive model of the future purchase behavior of the consumers from value, quality and satisfaction and also finding the role of consumer loyalty in the above-mentioned model.

Design/methodology/approach

Based on survey and purchase data of a sample of 235 respondents, the authors have used structural equation modeling to develop a structural model and three-stage least square regression to develop and validate the predictive model.

Findings

In the structural model, the authors found that perceived service quality and network quality leads to customer satisfaction which also leads to loyalty intentions. However, neither past purchase behavior nor loyalty has significant predictive power to predict future usage. But the interaction effect of loyalty and past purchase predicts future purchase significantly.

Research limitations/implications

The study went beyond structural model and developed a behavioral predictive model which can overcome self-reporting bias. Also, the study focused on the moderating role of loyalty in predicting future purchase quantity, thus contributing toward the theoretical understanding of the effects of loyalty.

Practical implications

Other than providing a forecasting model, the study helps the service managers to understand the importance of the relational constructs than the tangible constructs. Moreover, it also suggests optimally target the big buyers through the loyalty programs to ensure higher future revenues.

Originality/value

The study provides new insight on the impact of loyalty intention of consumer’s purchase behavior and shows the boundary conditions of predictive power of loyalty intention and past purchase on future purchase. Moreover, this is one of the very few studies that have focused on these relationships in Indian context.

Details

Journal of Indian Business Research, vol. 10 no. 2
Type: Research Article
ISSN: 1755-4195

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Article
Publication date: 18 August 2021

Prathamesh Kittur, Swagato Chatterjee and Amit Upadhyay

This study aims to identify evolution and advancement in the field of business-to-business (B2B) loyalty knowledge area by analyzing its intellectual structure.

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Abstract

Purpose

This study aims to identify evolution and advancement in the field of business-to-business (B2B) loyalty knowledge area by analyzing its intellectual structure.

Design/methodology/approach

The authors use bibliometric analysis for quantitative evaluation of scholarly studies published on B2B loyalty area over a period of 27 years (1993–2020). The authors analyze intellectual knowledge base of B2B loyalty area by looking into 263 studies with 14,028 references authored by 693 researchers.

Findings

The results provide a comprehensive review of B2B loyalty area by identifying its foundations, influential works and intellectual communication linkage between these works. Notably, the analysis reveals most cited studies, key authors, important keywords, intellectual turning points and emerging trends of research in the discipline.

Research limitations/implications

This study creates a baseline for presenting precise and comprehensive insights into research themes in B2B loyalty area, and identifies progressive trends over a period. This study is also helpful for researchers in identifying future directions of research in the discipline.

Originality/value

This study reveals the intellectual structure of B2B loyalty area.

Details

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

Keywords

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Article
Publication date: 24 June 2020

Prathamesh Kittur and Swagato Chatterjee

Though extant literature has identified goods-based brand image (GBBI) and services-based brand image (SBBI) as drivers of business-to-business (B2B) loyalty, their…

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1082

Abstract

Purpose

Though extant literature has identified goods-based brand image (GBBI) and services-based brand image (SBBI) as drivers of business-to-business (B2B) loyalty, their relative importance has remained unexplored. This study aims to bridge this gap.

Design/methodology/approach

The authors have used a retrospective sampling-based methodology to collect data from B2B customers via an offline survey with a sample size of 125 purchase managers.

Findings

The authors found that both GBBI and SBBI have positive relationships with B2B loyalty, with customer satisfaction being the mediator. Using the construal level theory (CLT), the authors argue that the B2B purchase term, vendor–customer relationship strength and physical accessibility of the vendor are associated with the construal level of the purchase context. Further, the authors show that B2B customers give higher importance to GBBI in lower construal level and higher importance to SBBI in higher construal level. The authors have also found the moderated mediation effect of customer satisfaction in GBBI–loyalty and SBBI–loyalty relationships with construal level as moderator.

Research limitations/implications

This study contributes to extant literature of B2B branding and purchase decision-making by bringing in concepts of CLT. It also extends the literature of the GBBI–SBBI–loyalty relationship by bringing in newer results, which reassure the coexistence of goods-dominant and service-dominant logic in the B2B marketplace.

Practical implications

Important managerial implications have been discussed to help B2B managers in brand building, product–service design and relationship management.

Originality/value

This paper is a pioneer in using the CLT in the B2B purchase contexts. It also provides a theoretical and psychological underpinning of goods–service dilemmas in the B2B context, which is also noble.

Details

Journal of Business & Industrial Marketing, vol. 36 no. 1
Type: Research Article
ISSN: 0885-8624

Keywords

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Article
Publication date: 16 February 2021

Srabanti Mukherjee and Swagato Chatterjee

The purpose of this research is to propose and validate a theoretical framework explaining web-rooming and showrooming as a multi-stage decision-making process. The…

Abstract

Purpose

The purpose of this research is to propose and validate a theoretical framework explaining web-rooming and showrooming as a multi-stage decision-making process. The authors have used consumer purchase decision-making theories to propose a model that identifies showrooming and webrooming as a combination of two decisions, channel choice during information search and channel choice during actual purchase. Further, the authors explored how various antecedents of showrooming and webrooming have differential effects on various stages of a purchase decision-making process and how product type moderates the relationships.

Design/methodology/approach

The authors have conducted empirical research, whereby 243 responses were obtained from a cross-sectional survey. The authors have used structural equation modeling and multiple regression analysis to validate our theoretical model.

Findings

Webrooming or showrooming is a multi-stage decision-making process for the consumers. First, consumers decide whether to search online or offline and then whether to buy online and offline. Different individual, purchase context-related and channel related factors impact these decisions. Product type governs which variables will be more important than others.

Originality/value

The research looks to enhance the understanding of the consumer's decision-making process during showrooming and webrooming while also helping retailers design and implement appropriate strategies that could affect consumers during information search and actual purchase.

Details

Marketing Intelligence & Planning, vol. 39 no. 5
Type: Research Article
ISSN: 0263-4503

Keywords

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Article
Publication date: 7 May 2020

Swagato Chatterjee

Extant literature on queuing has identified service queues as social systems where social justice is an important factor for service evaluation. First-order justice…

Abstract

Purpose

Extant literature on queuing has identified service queues as social systems where social justice is an important factor for service evaluation. First-order justice, defined as a first-come first-served (FCFS) process, has been found to be a necessary condition of social justice and positive evaluation. Second-order justice, defined as equal waiting time, has been found to be an additional factor which comes into play only when first-order justice is met. This paper aims to show that in the emerging market situation, the above definitions of justice and the order mentioned above does not work.

Design/methodology/approach

Instead of equal wait, the study has focused on equitable wait, i.e. waiting duration is in sync with the service needs. Three experiments have been performed to establish the hypotheses suggested.

Findings

FCFS is found not to be the necessary condition as it was in the extant literature and can be relaxed sometimes to get higher service evaluation by ensuring justice from the equitable wait. The study also portrays the interaction effects of the two types of social justice on service evaluation. Moreover, the impact of justice from equitable wait on service evaluations is found to be moderated by perceived personal connect of the service provider and the consumer, perceived importance of system and process and perceived ability of the service provider of capacity improvement and mediated by perceived control of service provider on providing the justice of equitable wait.

Research limitations/implications

The study contributes toward the understanding of social justice in service queues. It also contributes to the literature of attribution theory and consumer betrayal.

Practical implications

The study provides suggestions to retail managers in emerging markets to choose queue management strategies depending on the size of the retail shops and consumers’ expectations from them.

Originality/value

The study introduces the concept of justice from the equitable wait, which is original in the queuing literature to the best of the author’s knowledge. The study also finds a new order of justice in the emerging market scenario.

Details

Journal of Consumer Marketing, vol. 37 no. 6
Type: Research Article
ISSN: 0736-3761

Keywords

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Article
Publication date: 20 September 2019

Aruna Divya Tatavarthy, Swagato Chatterjee and Piyush Sharma

The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process…

Abstract

Purpose

The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and outcome service attributes on overall service evaluation and customer satisfaction based on consumption context (social), evaluation context (temporal) and individual characteristics (expertise).

Design/methodology/approach

The authors use two lab experiments (hotel and restaurant settings) and a field study of online reviews posted by actual hotel customers to test all the hypotheses.

Findings

Process (outcome) attributes have a stronger influence on service evaluations under low-level (high-level) construal. Specifically, process attributes have a stronger influence when customers are accompanied by proximal (vs distal) social group, evaluate a service under near (vs distant) temporal frame or have high (vs low) level of customer expertise.

Practical implications

Service managers can use the findings about the differences in the influence of social, temporal and individual variables on customer evaluations under process and outcome attributes to improve customers’ service experiences and satisfaction.

Originality/value

This paper extends past research on the influence of construal levels on customer decision making by exploring the differences in the effects of process vs outcome service attributes on overall service evaluation and customer satisfaction, under the influence of low (vs high) construal levels triggered by social, temporal and individual variables.

Details

Journal of Service Theory and Practice, vol. 29 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

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