Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context

Recent academic studies have reexamined the link between satisfaction and loyalty by introducing actual loyalty behavior. Results of these rare studies are still inconclusive and point out the weakness of the link between satisfaction and behavioral loyalty. This work extends these previous studies by investigating the links between perceived value, satisfaction, attitudinal loyalty and behavorial loyalty. It highlights that perceived value is a better predictor of attitudinal loyalty and behavorial loyalty (number of visits and total sales) than satisfaction. Individual moderating influences are also discussed.     

What contributes to convention attendee satisfaction and loyalty? A meta-analysis

The significant economic contribution and other positive impacts of the convention industry make it imperative to understand the factors that influence attendees' satisfaction and generate repeat attendance, which is loyalty. A meta-analysis of the convention literature revealed that networking and education are the top contributors to attendee satisfaction. Interestingly, the findings suggest that convention environment is more important for loyalty than satisfaction, whereas destination image is relatively unimportant for either outcome. Perception of service quality is more important than value for both satisfaction and loyalty. The meta-analysis confirmed that there is a strong relationship between attendee satisfaction and loyalty.     

Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

The purpose of this research is to investigate predictors of customer loyalty in order to identify alternatives to customer satisfaction with service quality, which has been traditionally accepted as the primary predictor of customer loyalty, particularly for services. A stratified sample of bank customers was surveyed to collect information on customer perceptions and behaviors in relation to satisfaction with service quality, competitiveness, risk, regulation, stability and loyalty. Partial least squares path modelling (PLSPM) was applied to develop loyalty models for a steady market (Australia) and a volatile market (Greece). This study's empirical findings support theoretical arguments for the inclusion of customer perceptions of competitiveness in loyalty modelling. Perceptions of regulation and stability intervene in the relationship between drivers of loyalty and loyalty itself. For bankers, the study emphasizes the need to move away from customer satisfaction with service quality to explain customer loyalty, towards focusing efforts on achieving relative superiority in competitiveness, namely competitive productivity and products. Profiling customers based on their perceptions of a bank's competitiveness can provide additional explanatory power beyond traditional satisfaction based loyalty models. Services marketing has focused on the service components, and there is no doubt about its crucial role. But given this focus, other factors, such as the actual product component, have been somewhat overlooked in services research. The study makes a unique contribution to understanding and modelling customer loyalty by demonstrating the importance of the inclusion of customer perceptions of other factors as appropriate to market conditions.     

共创价值对顾客忠诚和员工工作绩效的影响

利用对420名消费者的问卷调查数据,运用结构方程模型实证分析了共创价值是如何影响顾客满意和员工工作满意度、进而如何作用于顾客忠诚和员工工作绩效水平的。结果表明:共创价值与顾客满意显著相关,并对顾客满意具有促进作用;顾客满意对顾客忠诚具有促进作用;共创价值与员工工作满意度显著相关,并对员工工作满意度具有促进作用;员工工作满意度对其工作绩效具有促进作用;顾客满意与员工工作绩效显著相关,并对员工工作绩效具有促进作用;员工工作满意度与顾客忠诚显著相关,并对顾客忠诚具有促进作用。     

Achieving destination advocacy and destination loyalty through destination brand identification

Brand identification enhances customer loyalty and develops long-term relationships between the customer and the brand. However, only a few studies have explored the role of identification in building long-term and favorable relationships between tourists and a tourism destination. In this study, we propose and empirically verify destination personality congruence and destination trust as the drivers of destination brand identification, and destination advocacy and destination loyalty as its outcomes. For assessing these proposed relationships, a sample of 342 respondents was collected from foreign tourists visiting Dharamsala, which is a famous tourist destination among visitors in northern India. The results of structural equation modeling reveal that destination personality congruence significantly influences the destination loyalty through destination brand identification. In addition, destination trust emerges as a significant predictor for both destination advocacy and destination loyalty. The study offers important implications for both acadmecians and practitioners.     

Driving holistic innovation to heighten hotel customer loyalty

Innovative offerings facilitate hotels to expand the segment of loyal customers, who display stronger re-patronage intention and recommendation willingness. Innovation performance is essential for enhancing hotel management performance. According to the holistic innovation paradigm, successful innovation should be holistic in nature and comprise novel, utilitarian and experiential value dimensions. Empirical findings also attest to the conduciveness of holistic innovation to heightening customer loyalty. However, the antecedents and outcome of holistic innovation are still unclear in the hotel context. The current study validates a theoretical framework via surveys administered on the chief executive officers and customers of 112 five-star hotels. As the research result suggests, ambidextrous innovation orientation and value co-creation capabilities are primary drivers of holistic innovation. In turn, the three value dimensions of holistic innovation relate positively to customer loyalty with variant effect sizes. The research result contributes to hotel management both academically and practically.     

The effects of service brand dimensions on brand loyalty

The present paper uses a modified version of the Service Brand Verdict (SBV) model. The objective of the study is to incorporate service brand loyalty as an ultimate dependent measure seen as the outcome of consumers' evaluation of various service brand dimensions and communication, and test the generalizability of the modified SBV model in two different service sectors and cultural settings. Two studies using on-line survey data were conducted in Denmark and Norway in two different service industries (airlines and banks respectively). Previous findings suggesting that brand evidence significantly influences consumer satisfaction, attitude and behavioural loyalty towards service brands were confirmed. Moreover, contrary to previous findings, controlled communication elements (i.e. advertising and promotions) did not have any influence on customer satisfaction with service brands. However, the same communication elements directly and significantly shaped customers' perceptions of the various brand dimensions and their overall attitude towards the brand.     

The role of social network websites in the consumer–brand relationship

Building and leveraging the brand community on a social network website (SN) such as Facebook is one of the popular social media strategies that companies employ to build a consumer–brand relationship. This research empirically tests a theoretical argument that the perceived benefits of a brand׳s social network website (BSN) influence the consumer׳s relationship with the brand׳s SN, which in turn leads to loyalty behavior. After qualitative exploration of the community to understand the practice of BSN, a quantitative method was utilized to test the hypothesized relationships. The results provide general support for the positive effect of BSN benefits on outcome variables. Specifically, experiential and functional benefits of a brand׳s SN positively influence the consumer׳s perception of relationship investment made by the brand, resulting in both brand relationship quality and the willingness to spread good words about the brand׳s SN. In addition, experiential benefits of BSN positively influence BSN relationship quality, which in turn leads to brand relationship quality, while the effect of functional benefits on BSN relationship quality is not found. The findings provide practical managerial suggestions to marketers and theoretical implications for future studies.     

The influence of customer loyalty program design on the relationship between customer motives and value perception

Despite the strong use in marketing practice, the effectiveness of loyalty programs is still heavily questioned among researchers. In our study we present an empirically tested framework that views customer loyalty programs (CLPs) with their differing designs as a moderating tool in a means-end relationship between customer motives and value. By disentangling customer value perceptions of loyalty programs we contribute to the remaining question of the efficacy of CLPs and set the road for further research. Our results support the argument that CLPs can be an effective tool and are not only something that adds to the value of a product or service, but rather creates value by itself. However, this is only the case for programs that target prevailing customer motives and hence provide a higher level of perceived value.     

Service quality and customer satisfaction of a UAE-based airline: An empirical investigation

This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some modification. Service quality was then used as an antecedent to measure customer satisfaction, a condition which can bring about brand loyalty. In a research initiative using a quantitative approach, data from 253 questionnaires was analyzed. Using structure equation modeling, the data analysis suggests that service quality, perceived value, and brand image have a positive significant impact on customer satisfaction, which can in turn lead to brand loyalty. Theoretical and managerial implications are discussed.