The role of customer values in accepting information technologies in the public information service sector

Many government agencies have outsourced their information systems to software vendors. Firms in the information service industry have to realize the needs of customers in the public sector. This study investigated the causal relationship between users' perception and information technology acceptance. Empirical results suggest that the perceived value of users plays an important and mediating role in the causal relationship among social influence process, cognitive instrumental process, and intention to use.     

Relative importance and combined effects of attributes on customer satisfaction

Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).     

Postservice Recovery Customer Satisfaction in Indian Retail Banking: Scale Development and Validation

The construct of postservice customer satisfaction with respect to Indian retail banking has been studied. Furthermore, the development and validation of the postservice recovery customer satisfaction scale in Indian retail banking is detailed. The scale development process was carried out over three stages (item generation, scale purification, scale validation) and comprised of conducting depth interviews and focus groups for item generation and three separate phases of data collection, involving a total of 851 individual respondents. The data provide evidence for face, content, discriminant and convergent validity, dimensionality, reliability, and generalizability of the customer satisfaction scale in Indian retail banking.     

Exploring the forms of dysfunctional customer behaviour: A study of differences in servicescape and customer disaffection with service

Abstract

Although wide agreement exists between scholars and marketing practitioners concerning the prevalence of dysfunctional customer behaviour, to date empirical research into this phenomenon is lacking. This article aims to identify empirically grounded categories of dysfunctional customer behaviours and examine the extent to which customers' perceptions of physical servicescape environments, social facets of servicescape, and customer disaffection with service differ for each category. Based on a quantitative sample of 380 consumer perpetrators, cluster analysis reveals three clusters of dysfunctional customer behaviour forms labelled ‘petty norm infringements’, ‘felonious norm infringements’, and ‘belligerent norm infringements’. Subsequent variance analysis assesses the perceived differences between perceived physical servicescape, social servicescape, and customer disaffection for each identified form cluster. Specifically, the study findings reveal statistically significant differences between the forms of dysfunctional customer behaviour that are perpetrated across different service environments. The article concludes with a discussion of the implications of the study for theorists and practitioners.     

Cross-channel integration – is it valued by customers?

It has been common for retail companies to use multiple channels simultaneously. However, simultaneous use is only the first step in creating a customer-centric multichannel system that demands channel synergies rather than parallel retail formats. Therefore, the perceived integration of customer-related functions and processes between the channels of multichannel systems is analyzed with respect to its significance for customer loyalty and usage of a multichannel system. Drawing on a sample (n) of 981 customers, the results indicate that linkages between retail channels positively affect customer loyalty and verify the importance of establishing a well-integrated – ‘seamless’ as perceived by the customer – multichannel system.     

The role of customer loyalty as a brand extension purchase predictor

The paper explores the relationship between customer loyalty to the retail brand and the purchase of non-traditional products and services (NTPS) offered by grocery retailers with their private label (i.e. over-the-counter products, photo printing, mobile communication services and travel booking). Customer loyalty to the retail brand is measured through its behavioral and attitudinal components. A survey was conducted administering a questionnaire to 480 retail customers in two stores belonging to different retail grocers. A binary logistic regression was then applied using the buying of at least one NTPS as the dependent variable (1 = buy; 0 = no buy) and behavioral loyalty and attitudinal loyalty as independent variables. Results show that attitudinal loyalty plays a significant role as buying predictor, but this depends on the NTPS offered. Theoretical and managerial implications are derived.     

The Environmental Benefits of Organic Wine: Exploring Consumer Willingness-to-Pay Premiums?

Consumers and the producers have shown interest in organics, but there exist gaps in their common interest. Producers require premiums for their products based on the peculiarity of their production circumstances and the perceived benefits inherent in their products. Predicting consumer willingness to pay a premium for the environmental benefits of organics (WTPe) is a challenge and is of interest in this study. The contingent valuation method was used to gather information on WTPe from a sample that yielded 2,099 surveys. The econometric test ordered probit regression and other analyses were carried out. On average, respondents indicated WTP 23% premium. The proposed hypotheses were tested, and all were accepted except social demographic variables that presented a mixed outcome. The results have implications for consumer sensitization and enlightenment programs of the wine industry, wine market segmentation, and government’s climate change policy. This study is exploratory and has presented a snapshot scenario. Confirmatory and longitudinal studies are recommended to validate this study’s outcomes.     

Consumer Brand Loyalty in the Chilean Wine Industry

Worldwide, the wine industry has become tremendously competitive, with new world wine countries, such as Chile, Australia, New Zealand, and South Africa becoming relevant players. Consumers are increasingly offered a broad range of wine brands in supermarkets, restaurants, and wine stores. Consequently, wine marketing managers are required to develop strategies for building consumer brand loyalty for their own wines. This study attempts to investigate this issue and tests a model of antecedents of wine brand loyalty with 300 consumers from Chile, a new world wine producer. Results are analyzed with structural equation modeling (SEM). Our results indicate that wine brand satisfaction has the strongest relationship with wine brand loyalty. Additionally, wine experience is positively related to brand trust and brand satisfaction.     

Developing the Causal Model of Online Store Success

This article introduces an Online Store Success Model (OSM) that reflects the characteristics of information systems, marketing, and e-commerce, and then empirically test the model. The OSM has five dimensions: system quality, information quality, service quality, trust, and customer loyalty. The model posits the causal relationships between the dimensions. In order to empirically test the model, a research model is developed and empirically analyzed by structural equation modeling using data from 244 customers on 69 online store websites. The results show that system quality significantly influences service quality and trust; information quality significantly influences service quality and customer loyalty; service quality also significantly influences trust and customer loyalty; and trust has a significant influence on customer loyalty.     

客户关系管理的SCOPE模型

大力发展客户关系管理,增强竞争力,提高企业利润,是企业的一个必然选择。根据客户、供应商、企业主或投资商、员工、第三方合作伙伴这五个客户关系管理的主要方面,提出了客户关系管理的S.C.O.P.E模型。企业应以客户为核心,关注战略性重要客户,提高客户满意度,进行客户组合分析并采取相应的策略,同时只有与供应商、企业主/投资商、员工、伙伴这四个方面相互协作、相互发展,才能为客户创造、提供价值,实现客户关系管理的成功。