Adolescents' body‐tanning behaviours: influences of gender,body mass index,sociocultural attitudes towards appearance and body satisfaction

The goal of this study was to identify and examine the various factors affecting adolescents' body‐tanning behaviours. Gender, body mass index (BMI), sociocultural attitudes towards appearance (SATA) and body satisfaction were examined in order to determine how these variables influence both outdoor sun‐tanning and indoor tanning‐bed use. Self‐administered survey data were collected from 155 adolescent boys and 202 adolescent girls with an average age of 14.3. Multivariate analysis of variance and multiple regression methods were used to analyse the data. Adolescent girls tended to engage in both outdoor and indoor tanning. Overall, adolescents' SATA significantly affected their body‐tanning behaviours. However, BMI and body satisfaction revealed a significant effect only on indoor tanning behaviour. Implications for the design of interventions and overall health promotion towards adolescents are discussed with suggestions for future research.     

Retail service quality,corporate image and behavioural intentions: the mediating effects of customer satisfaction

This study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction.     

Displayed emotions to patronage intention: consumer response to contact personnel performance

The impact of service on consumers' brand attitudes and patronage intentions serves to stress its importance to service marketers. This study further investigates previous research by proposing an integrative model that examines the hierarchical influence underlying emotions displayed by service personnel and the subsequent effect on consumer behavioural intention in the retail service context. Results indicate that service personnel-displayed emotion hierarchically influences consumers' emotions, satisfaction with service personnel, brand attitude, and patronage intention. Findings also reveal that brand attitude plays a critical mediating role. This work discusses implications for retail service firms and marketing executives, in addition to providing direction for future research.     

Relationships and impacts of service quality,perceived value,customer satisfaction,and image: an empirical study

In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention.     

Examining shopping mall consumer decision-making styles,satisfaction and purchase intention

Understanding consumer decision-making (CDM) styles is essential for market segmentation, positioning and crafting marketing strategies within a market. Few studies have examined the structural relationship among decision-making styles that consumers exhibit during mall shopping, level of satisfaction and purchase intention. The purpose of this study was to examine CDM styles as the antecedents and predictors of level of satisfaction and purchase intention. Based on the Consumer Styles Inventory, eight CDM styles that individual exhibit during shopping mall activities are proposed in terms of utilitarian and hedonic perspectives. We hypothesize these eight CDM styles as a set of predictors of customer satisfaction and purchase intention. A total of 327 valid paper-and-pencil questionnaires were collected from several shopping malls in Kuala Lumpur, Malaysia. Partial least squares (PLS) path modelling approach, a structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment supports that hedonic shopping styles consumers that exhibit high level of habitual, brand consciousness, fashion consciosness, recreational conscious style have lower levels of satisfaction and purchase intention during mall shopping while novelty and fashion conscious style consumers have lower level of satisfaction but do not unveil lower purchase intention. Utilitarian shopping styles consumers that exhibit high level of price conscious, confused by overchoice and high-quality conscious style have higher levels of satisfaction while impulsive/careless shoppers do not; and while price conscious, impulsive/careless, confused by overchoice consumers have higher levels of purchase intention but the high-quality conscious consumers do not unveil higher purchase intention. Further, there is a positive relationship between satisfaction and purchase intention. The practical and managerial implications are discussed.     

Impact of fit,involvement, and tenure on job satisfaction and turnover intention

This study examined the interactive effects of need–supplies fit, job involvement, and job tenure on service sector employees' job satisfaction and turnover intention in Turkey. Survey data collected from 252 employees who worked in three different banks and one logistics company operating in Istanbul, Turkey, confirm the three-way interaction in predicting employees' turnover intention. In particular, the effect of needs–supplies fit on turnover intention was found to be more strongly positive for longer tenured, highly involved employees. Results also reveal that while the three-way interaction does not predict job satisfaction, the two-way interaction between needs–supplies fit and job involvement is significant. Specifically, needs–supplies fit had a stronger effect on the job satisfaction of highly job-involved employees than those with lower levels of involvement. Certain implications of these results, as well as avenues for future research, are discussed.     

Customer satisfaction and customer behavior: The differential role of brand and category expectations

Previous research has suggested that consumers use multiple strands to evaluate their satisfaction with a product and to establish postpurchase behavioral intention. However, prior empirical research has focused on which individual standard best predicts satisfaction. In contrast, this article develops and tests a model of consumer satisfaction and postpurchase behavioral intention in which consumers simultaneously use multiple standards—perceptions of performance, brand expectations, and category expectations. The results of an experiment for a simulated service encounter provide support for the proposition that consumers use multiple standards and that these standards have differential effects on such postpurchase outcomes as satisfaction, repurchase intention, and willingness to recommend. Brand expectations are shown to be better predictors of affective outcomes (such as satisfaction), while category expectations are shown to be better predictors of behavioral outcomes (repurchase and recommendation). Consistent with prior research, perceived performance is shown to have a strong effect on both satisfaction and behavioral intention.     

Discovering the variables that influence new home‐buyer service satisfaction

While home builders traditionally think of customer service in terms of upgrades and mortgage options, home buyers are thought to view the quality of service on a much broader basis. Previous research has identified five dimensions of service quality: appearance, reliability, timeliness, knowledge, and empathy. Home‐buyer satisfaction with service quality is then the result of home builders providing services that are perceived as meeting or exceeding buyer expectations. Although much research has been done regarding home‐buyer satisfaction with service quality, there is still a gap between builders' and home buyers' perception of the quality of service. Builders need to identify and understand home‐buyer needs in order to constantly improve service quality. This paper describes an exploratory study that focused on customer satisfaction with service quality. The objective of this study was to assess the correlations between various factors on home‐buyer expectations and their perceptions of service quality. Demographics considered in this study included age, gender and household income, while transaction characteristics included purchase price, number of occupants and house size. Characteristics such as higher income, higher purchase price, and larger house size appeared to value dimensions such as reliability most highly. Characteristics such as lower income, lower purchase price and smaller house size appeared to value dimensions such as empathy and appearance most highly. Gender, age and household size did not have significant associations with expectations or relative importance, but age and household size were associated with actual perceptions of service dimensions. Understanding the influence of these variables on customer satisfaction with service quality can positively impact home builders through improved reputation and increased local referrals.     

The influence of life satisfaction on nostalgic advertising and attitude toward a brand

Nostalgic advertising has become a popular means for advertisers to reach their consumers. A viewer's life satisfaction is an important factor that may influence the effect of nostalgic advertising. Positive life satisfaction is an important determinant of nostalgic advertising receptivity. Thus, the present study builds a model for the relationships among life satisfaction, nostalgic advertising, emotional response toward a brand, ad attitude and purchase intention. Life satisfaction was identified as an antecedent variable for evoked nostalgia. In addition, emotional response to the advertised brand was shown to be an important predictor of purchase intent. The findings provide insightful implications for marketers and advertisers by identifying meaningful relationships between life satisfaction and nostalgic advertising.     

Customer retention in sports organization marketing: examining the impact of team identification and satisfaction with team performance

Over the past two decades, relationship marketing efforts have assumed a prominent role in sports organization marketing. A sports organization that successfully implements relationship marketing programmes is able to develop long‐term relationships with its fans, thus increasing the likelihood of customer retention. This study examines customer retention in sports organization marketing by considering the impact of team identification and satisfaction with team performance on four fan consumption behaviours: in‐person attendance, media‐based attendance, purchase of team merchandise and word‐of‐mouth communication related to the team. Survey data were collected from 300 fans of more than 40 professional and collegiate teams involved in seven sports. Results suggest that both team identification and satisfaction with team performance impact multiple consumption behaviours, as represented by fans' intentions to engage in future consumption. Team identification was found to have the greater impact on consumption behaviours, suggesting that a sports organization's continuing efforts to bond with its fans may provide greater benefits than efforts to improve the team's competitive performance.     

Customer satisfaction,corporate image,and service quality in professional services

This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important variable explaining customer satisfaction was the apparent effectiveness of the audit firm. In relation to service quality, managers' satisfaction was primarily driven by their perception of audit firm's work as a useful value-adding service. The length of audit firm–auditee relation, the location of the auditor's office, and the financial executive's personal characteristics were also significant drivers of customer satisfaction.     

Website usability,consumer satisfaction and the intention to use a website: The moderating effect of perceived risk

This paper analyzes the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions. Additionally, we study the moderating effect that consumer risk perceptions may have on the influence of website usability. Results show that website usability affects satisfaction which in turn affects intention to use. Contrary to expected, usability does not directly affect intention to use but has an indirect effect through consumer satisfaction. Finally, the usability effect on consumer satisfaction is moderated by perceived risk.     

Patient care,satisfaction and service quality in health care

It is becoming increasingly important in the healthcare setting to treat patients as consumers and measure their satisfaction with medical services rendered. As such, patient satisfaction should be considered an important output of a country's healthcare system, basically reflecting the stage of its development. The conducted study tested students’ satisfaction with the quality of service provided by student polyclinics. In particular, the study has analysed the impacts of personal relationships, promptness and tangibility on student satisfaction. The findings imply that all three factors significantly affect patient satisfaction, with personal relationships having the strongest impact. Such results suggest that healthcare providers should encourage their doctors to devote more time to their patients and show genuine concern for patients’ problems if they wish to improve overall satisfaction of their patients with the delivered services.     

The impact of emotions on service quality,satisfaction, and positive word-of-mouth intentions over time

Abstract

This article examines the impact of emotions on customer satisfaction, service quality, and positive word-of-mouth intention formation process over time. In the study, a confirmatory factor analysis supported a three-dimensional model of emotions that then served as predictors in a series of multiple regressions. The findings indicate that two emotion dimensions had a consistent direct impact on all dependent variables in both time periods. However, the interaction effect between time periods and emotions revealed that different emotion dimensions influence satisfaction and word-of-mouth intentions at different stages of the service encounter. The theoretical and managerial implications of the findings are discussed in detail.     

What drives product involvement and satisfaction with OFDs amid COVID-19?

Online food delivery services (OFDs) have gained the attention of researchers due to the rapid growth of society. With COVID-19 wreaking havoc on markets worldwide, it compelled retailers and service providers to adjust their way of doing business drastically. OFD's emerged as an option either due to consumers' inability to cook, fear of exposure to Covid if they leave the house, monotony of eating home-cooked meals, and safety measures practiced by them. Hence, during this pandemic, the OFDs created a win-win situation for restaurant owners and consumers. However, the current literature does not clearly picture the factors influencing customers' behavioural intentions while using hospitality services in the wake of the COVID-19 pandemic. The primary objective of our study is to understand the factors influencing customer satisfaction during the pandemic. In addition, explore the mediating role of consumer resilience and consumer attitude to strengthen the relationship between product involvement and customer satisfaction in the OFDs context. We have used the social cognitive theory as the theoretical framework for framing our hypotheses. The present study focuses on Indian consumers who have used OFDs during the pandemic. We employed a cross-sectional survey method to test the proposed research model. Two hundred forty valid questionnaires were collected to empirically test the research model using tools like confirmatory factor analysis (CFA) using AMOS-28, direct and indirect relationships were tested using SPSS PROCESS macro. The results indicate that all the proposed hypotheses were supported. Theoretical and Practical implications of the study along with limitations are discussed.     

The effects of online shopping attributes on satisfaction–purchase intention link: a longitudinal study

Attributes of online satisfaction are dynamic. Specifically, it remains to be examined how online shopping attributes empirically affect changes in satisfaction that leads to repurchase behaviours over time and why. The present study develops a theoretical framework for conceptualizing satisfaction with temporal effects and empirically tests it using longitudinal data from 219 online customers. The results indicate that the relationship between attribute‐level evaluations and satisfaction, which has only been examined in terms of predictors of satisfaction in prior literature, is dynamic and changes over time. Changed attributes (particularly convenience and site design) might signal an opportunity to capture the dynamics of attribute‐level evaluations over time. Furthermore, the findings reveal significant temporal effects of satisfaction and purchase intention at time point T on satisfaction and purchase intention at time point T + 1. The results suggest that temporal effects occur as a diagnostic function of a previous attribute rating of a subsequent satisfaction evaluation and the consumer's level of subjective knowledge.     

Understanding antecedents of continuance and revisit intentions: The case of sport apps

Prior studies have investigated the antecedents of sport application (Sapp) adoption, but few researchers have concentrated on attitudinal, cognitive and behavioural factors' effects on users’ continuance intention (CI) and revisit intention (RI). This study focused on the Sapp CI antecedents of use intensity and commitment to – and competence and satisfaction with – these tools. Analyses using structural equation modelling were conducted with data on 362 Sapp users from Malaga, Spain. The results confirm that commitment to and competence with Sapps are positively related to satisfaction and use intensity, which have a positive impact on CI and RI.     

An integrative model of customers' perceptions of health care services in Taiwan

As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions.     

Evaluating cultural industries: investigating visitors' satisfaction in theatres

This study investigates visitors' satisfaction with their subjective experience in theatres. Reconciling research on theatre marketing and theatre studies, a model of visitors' satisfaction in theatre is suggested and an instrument to capture visitors' satisfaction and its determinants is developed. Results from a field study (n?=?158) on three performances of ‘Twelfth Night or What You Will’ (Shakespeare) in a German community theatre revealed spectators' perception of stage direction and their emotional response as significant determinants. Comparing experienced to inexperienced visitors' judgements, no differences were found. Conclusions for theatre marketing are drawn.     

Consumer satisfaction with a mass customized Internet apparel shopping site

The present empirically examined customer satisfaction with Internet sites that vary in the opportunity for mass customization. The expectation–disconfirmation model was used as a theatrical framework of the study. Two children's apparel sites were developed as the stimuli: one with a mid level of interactivity and the other with a high level of interactivity, for selection of clothing design options. The data from 208 respondents were analyzed using LISREL 8.72. The finding indicates that both consumers' expectations and perceived performances for the mass customized sites included positive and negative aspects. The results suggest that expectations were not a significant predictor of satisfaction for this innovative shopping experience yet satisfaction was primarily driven by the performance of the site and predicted by disconfirmation of expectations. The findings also suggest that expectations are not related to performance perceptions, possibly due to consumers' lack of familiarity with mass customization. The more interactive site yielded the more positive performance as well as overall positive satisfaction. Nevertheless, the less interactive site, which offers fewer choices than more interactive site, yielded more positive behavioural consequences. The generalization of the results of this study is limited because of lack of random sampling and use of the mock site of children's apparel product category. However, useful theoretical and managerial implications are discussed.