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Article
Publication date: 1 January 2006

Magnus Söderlund

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different…

Abstract

Purpose

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two specific loyalty facets, repatronage intentions and word‐of‐mouth intentions, in the same loyalty measure and to proceed as if they reflect the same underlying construct. The purpose of this paper is to examine – and question – this practice in conceptual, methodological, and empirical terms.

Design/methodology/approach

Two empirical studies in service settings were conducted and multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A structural equation model approach was used to compare an aggregated measurement approach with an approach which models the two loyalty constructs as two separate factors.

Findings

The results indicate that repatronage intentions and word‐of‐mouth intentions can indeed be seen as two discrete constructs.

Practical implications

The results indicate that caution is called for when the investigator is measuring customer loyalty with multi‐item measures. Indeed, the lumping together of such facets as repatronage intentions and word‐of‐mouth intentions is likely to conceal significant aspects of loyalty per se and its relation to other variables in the nomological net.

Originality/value

Only a very limited number of existing studies measure customer loyalty with multi‐item scales and with an explicit assumption that several discrete facets of loyalty exist.

Details

International Journal of Service Industry Management, vol. 17 no. 1
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 6 September 2018

Estelle van Tonder, Daniël J. Petzer, Naomi van Vuuren and Leon T. De Beer

The purpose of this paper is to explore the proposed relationships between perceived usefulness (a dimension of perceived value), the relationship quality factors…

Abstract

Purpose

The purpose of this paper is to explore the proposed relationships between perceived usefulness (a dimension of perceived value), the relationship quality factors (competence trust and continuous commitment) and positive word-of-mouth intentions in an electronic banking setting.

Design/methodology/approach

A survey was conducted among 511 electronic banking customers.

Findings

Continuous commitment was found to mediate the relationships between perceived usefulness and competence trust with positive word-of-mouth intention, respectively.

Research limitations/implications

The results indicate the role of perceived value and relationship quality in contributing to positive word-of-mouth intention.

Practical implications

The findings could also guide banking institutions in managing their existing electronic banking customers more appropriately and to encourage them to engage in word-of-mouth behaviour that will convince other potential users of the benefits of the service.

Originality/value

Little is known on a mediated model noting the connection between perceived value, the relationship quality factors competence trust and continuous commitment and positive word-of-mouth intention. The findings provide more insight into the matter and accordingly contribute to the developing body of knowledge on perceived value, relationship quality and behavioural intention and their importance to the stream of research on positive word of mouth.

Details

International Journal of Bank Marketing, vol. 36 no. 7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 March 2006

Dong‐Geun Oh

This study aims to investigate the influences of the selected antecedents on each type of complaining intentions and its relationship to complaining behavior of 582…

Abstract

Purpose

This study aims to investigate the influences of the selected antecedents on each type of complaining intentions and its relationship to complaining behavior of 582 university library users in South Korea.

Design/methodology/approach

Data were collected through a survey, using a convenience sample of 582 dissatisfied university library users from five major universities located in Taegu Metropolitan City and Kyoung‐pook Province in South Korea. The sample was proportionate to general users in the university libraries in these areas.

Findings

Perceived severity of dissatisfaction and personal norms had significant influences on the choice of negative word‐of‐mouth intention, direct and indirect voice intentions, and third‐party complaint intention. Societal benefits had significant influences on the choice of exit, negative word‐of‐mouth intention, and direct and indirect voice intentions. Difficulty of complaining and service importance had significant influences on negative word‐of‐mouth intention, and likelihood of success had significant influences on the direct and indirect voice intentions. There were significant relationships between experiences of doing the same types of complaining behavior before and the same types of complaining intentions.

Research limitations/implications

This study was exploratory inorder to separate complaining intentions from the complaining behavior itself. Some variables, including external attribution and loyalty, which were not proved to be critical variables for complaining intentions, need to be investigated further to investigate whether or not they can be a useful variable for complaining behavior and intentions of academic library users. Some results from this study did not confirm the results of the study on the public library users that measured the complaint behavior and intentions together. Compared with the results of the study on the public library users, the values of adjusted R square in the regression of each dependent variables were much higher in this study except for the case of exit intention.

Practical implications

This study proved that the complaining intention model, separated from complaining behavior, could successfully be applied to academic library services.

Originality/value

Opines that feedback information through complaints can solve many problems and/or improve performance and service quality – and eventually help libraries satisfy their customers.

Details

Library Management, vol. 27 no. 3
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 21 September 2010

Long‐Yi Lin and Ching‐Yuh Lu

The main purpose of this study is to investigate the influence of corporate image and relationship marketing on trust, the impact of trust on consumer purchase intention

Abstract

Purpose

The main purpose of this study is to investigate the influence of corporate image and relationship marketing on trust, the impact of trust on consumer purchase intention, and the moderating effects of word‐of‐mouth between the influence of trust on consumer purchase intention.

Design/methodology/approach

Consumers of an online travel agency in Taiwan aged over 18 were taken as the research sample. Primary data were collected through convenience sampling. Regression analysis was used to test the hypotheses.

Findings

The main findings are: corporate image has a significantly positive influence on trust, and commodity image has the most significant influence on trust, followed by functional image and institution image; structural and financial relationship marketing has significantly positive influence on trust, and structural relationship marketing has greater influence on trust compared with financial relationship marketing; trust has a significantly positive influence on consumer purchase intention; and positive word‐of‐mouth has a moderating effect between the influences of trust on consumer purchase intention.

Research limitations/implications

Limitations of this study include: the data obtained in this study only reflected the correlations and cause and effect among the variables studied during a specific period of time; this paper only focused on tour agencies; consumers who used only the most popular online tour agencies were selected. Therefore, the samples might involve some bias. The implications of this study include: different types of corporate image will have different levels of influence on consumer trust. There is a need to support the previous study that relationship marketing has a significantly positive influence on consumer trust. The moderating effects of positive word‐of‐mouth between the influences of trust on consumer purchase intention must be examined. The influence of trust on purchase intention must be considered.

Practical implications

The study findings reveal the need and importance for a company to improve corporate image continuously. The study indicates the need to emphasize the use of critical relationship marketing and to realize the nature and importance of the moderating effect of word‐of‐mouth.

Originality/value

The value of this study is combined theory and practical and finding four management implications and three practical implications.

Details

Tourism Review, vol. 65 no. 3
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 June 2015

Beatriz Moliner Velázquez, María Fuentes Blasco and Irene Gil Saura

The purpose of this paper is to investigate how information and communication technology (ICT) adoption in hotels contributes to satisfaction and loyalty from the consumer…

Abstract

Purpose

The purpose of this paper is to investigate how information and communication technology (ICT) adoption in hotels contributes to satisfaction and loyalty from the consumer perspective, considering the online dimension of recommendations.

Design/methodology/approach

A quantitative research based on a structured questionnaire and using a personal survey method was developed. Surveys were conducted on 386 guests from Spanish hotels. Causal methodology by testing structural equation model was applied.

Findings

Significant relationships are obtained in the sequence “ICT use perception – satisfaction with ICT – overall satisfaction with the hotel – dimensions of loyalty” and the mediating effect of positive electronic word-of-mouth intention between ICT satisfaction and general intention to recommend the hotel is confirmed.

Research limitations/implications

Future research can replicate these relationships in other tourist services and employ multidimensional scales to measure word-of-mouth behaviour.

Originality/value

The novelty of this work is that it studies the relationships between ICT, satisfaction and loyalty in hotel services, paying particular attention to positive word-of-mouth behaviour, both conventional and online.

Objetivo

El propósito de este trabajo es investigar la contribución que tiene la adopción de las TIC en los hoteles en la satisfacción y la lealtad, desde la perspectiva del consumidor y considerando la dimensión online de las recomendaciones.

Diseño/metodología

Se desarrolló una investigación cuantitativa basada en un cuestionario estructurado y empleando el método de la encuesta personal. Se realizaron 386 encuestas a huéspedes de hoteles españoles. Se aplicó la metodología causal testando un modelo de ecuaciones estructurales.

Hallazgos

Se obtienen relaciones significativas en la secuencia “percepción de los clientes del uso de las TIC – nivel de satisfacción con las TIC – nivel de satisfacción general con el hotel – dimensiones de la lealtad” y se confirma el efecto mediador que tiene la intención del boca-oreja online entre la satisfacción con las TIC y la intención general de recomendar el hotel.

Limitaciones/implicaciones

En futuras investigaciones se pueden replicar estas relaciones en otros servicios turísticos y emplear escalas multidimensionales para medir la conducta de boca-oreja.

Originalidad/valor

La novedad de este trabajo radica en el estudio de las relaciones entre las TIC, satisfacción y lealtad en los servicios hoteleros poniendo especial atención en la conducta de boca-oreja positivo, tanto convencional como online.

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Article
Publication date: 8 December 2020

Kim Leng Khoo

This paper aims to understand the impact of service quality on corporate image and customer satisfaction. Furthermore, this study also examined the influence of corporate…

Abstract

Purpose

This paper aims to understand the impact of service quality on corporate image and customer satisfaction. Furthermore, this study also examined the influence of corporate image and customer satisfaction on revisit intention and word of mouth. The mediation effect of corporate image and customer satisfaction on the relationships between service quality–revisit intention and service quality–word of mouth was also examined.

Design/methodology/approach

This study used the survey questionnaire method and collected data from 253 respondents comprising of customers who had karaoke singing experience in the Karaoke television (KTV). The partial least squares structural equation modeling was used in this study.

Findings

This study found that service quality has a significant positive influence on corporate image and customer satisfaction. Corporate image does not have a significant influence on revisit intention but has a significant positive influence on word of mouth. Furthermore, customer satisfaction has a significant positive influence on revisit intention and word of mouth. The mediation effect of corporate image and customer satisfaction is also found to be significant for most of the relationships.

Originality/value

This study showed the importance of service on customers’ reactions and behaviors in the KTV context, which have not been previously investigated. Businesses should always provide superior service quality to their customers because it impacts their subsequent behaviors such as revisit intention and word of mouth.

Details

PSU Research Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2399-1747

Keywords

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Article
Publication date: 14 September 2015

Beatriz Moliner-Velázquez, María-Eugenia Ruiz-Molina and Teresa Fayos-Gardó

The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery…

Abstract

Purpose

The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners.

Design/methodology/approach

From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Additionally, a multigroup analysis allows testing the existence of a moderating effect of age on the hypothesized relations.

Findings

Results allow to confirm the direct effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in turn, on conventional and online word-of-mouth intentions. Furthermore, the multigroup analysis reveals that age moderates the relationship between satisfaction and online word-of-mouth.

Practical implications

In service recovery situations, retailers should concentrate their efforts at providing evidence of the failure as temporary and inevitable as well as offering material or economic compensation.

Originality/value

This paper contributes to the identification of the most relevant variables influencing customer satisfaction with service recovery in a retail context. In addition to this, these results provide support to the importance of age on online word-of-mouth behavior.

Details

Journal of Consumer Marketing, vol. 32 no. 6
Type: Research Article
ISSN: 0736-3761

Keywords

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Article
Publication date: 20 November 2007

W. Timothy Coombs and Sherry J. Holladay

The purpose of this research is to present a study designed to test if anger is a mediator in the relationship between crisis responsibility and negative word‐of‐mouth and…

Abstract

Purpose

The purpose of this research is to present a study designed to test if anger is a mediator in the relationship between crisis responsibility and negative word‐of‐mouth and crisis responsibility and purchase intention. Emphasizes the relationship between anger, crisis responsibility, and intended negative word‐of‐mouth, what we call the negative communication dynamic. Researchers have just begun to explore the role of affect in crisis communication by linking it to behavioral intentions and proving that crisis affect is largely a function of crisis responsibility (perceived organizational responsibility for the crisis).

Design/methodology/approach

An experimental design is used to test for the mediator relationship. The design reflects the study's theoretical link to Attribution Theory.

Findings

The results support that anger is a moderator in the relationship between crisis responsibility and intended negative word‐of‐mouth and between crisis responsibility and purchase intention.

Research limitations/implications

Future research should examine how crisis response strategies can be used to lessen anger and to reduce the likelihood of the negative communication dynamic.

Practical implications

Crisis managers can use the cues for estimating crisis responsibility to determine anger because of the strong correlation between the two variables. Crisis managers should engage in words and actions designed to reduce the anger and reduce the likelihood of the negative communication dynamic.

Originality/value

This paper provides novel insight into the role and value of anger in crisis communication.

Details

Journal of Communication Management, vol. 11 no. 4
Type: Research Article
ISSN: 1363-254X

Keywords

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Article
Publication date: 4 February 2014

Beomjoon Choi and Beom-Jin Choi

– This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery.

Abstract

Purpose

This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery.

Design/methodology/approach

Survey data were analyzed using confirmatory factor analysis and structural equation modeling.

Findings

The authors' findings indicate that procedural and interactional justice perceptions significantly influence customer affection, with distributive justice perception being significant only if the failure severity is high. The present research also provides evidence for the links between customer affection and loyalty, and customer affection and word-of-mouth respectively, indicating that strengthening the emotional tie between customers and companies is crucial after service failure and recovery.

Research limitations/implications

The present research makes a significant contribution by demonstrating the relationship between customer affection and other key constructs such as justice perception, customer loyalty, and word-of-mouth intention.

Practical implications

Customers' distributive justice perception has a significant impact on customer affection especially in a severe service failure situation. Therefore, managers may need to provide monetary compensation for service recovery in a timely manner along with apologies to enhance customer affection when customers experience a high-magnitude service failure. On the other hand, in the case of a low-magnitude service recovery, providing apologies and prompt response to service failures may be enough to win customers back.

Originality/value

The current findings highlight the importance of customer affection in service recovery. The effect of customers' distributive justice perception on customer affection, which is moderated by service failure severity, is also highlighted.

Details

European Journal of Marketing, vol. 48 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 7 August 2017

Mingli Zhang, Mu Hu, Lingyun Guo and Wenhua Liu

Thriving brand communities are inseparable from engaged members and their word-of-mouth behavior. The purpose of this paper is to investigate which customer experience…

Abstract

Purpose

Thriving brand communities are inseparable from engaged members and their word-of-mouth behavior. The purpose of this paper is to investigate which customer experience elevates customer engagement and consequent word-of-mouth intention in online brand communities, and how.

Design/methodology/approach

From the perspective of service ecosystem theory, a framework with several hypotheses was proposed. The model was verified with structural equation modeling based on questionnaire data collected from smartphone communities in China.

Findings

Empirical results indicate that customer experience promotes community engagement, and further enhances word-of-mouth intention. Furthermore, the mediating effect of community engagement in the relation between customer experience (social support and flow) and word-of-mouth intention has been verified.

Practical implications

This paper informs practitioners about the importance of experience co-creation with community members in brand and community promotion, and provides several implications to encourage more engaged customers with fostering pleasant customer experiences.

Originality/value

This study contributes to the theory of service ecosystem by empirical examination of its several propositions in a brand community context. The paper extends the present theory with the discussion of the mediation effect of community engagement in the continuing value co-creation process.

Details

Internet Research, vol. 27 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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