The impact of customer equity drivers on loyalty intentions among Chinese banking customers

2019 ◽  
Vol 31 (4) ◽  
pp. 980-1002 ◽  
Author(s):  
Zohaib Razzaq ◽  
Ali Razzaq ◽  
Salman Yousaf ◽  
Umair Akram ◽  
Zhao Hong
Keyword(s):  
Positive Emotions ◽  
Survey Design ◽  
Customer Equity ◽  
Unique Contribution ◽  
Content Type ◽  
Marketing Tactic ◽  
Relationship Equity ◽  
Loyalty Intentions ◽  
The Impact ◽  
Chinese Banking

PurposeThe implementation of customer equity drivers (CED) as a crucial marketing tactic to surge customer loyalty intentions has received a considerable importance in the literature. However, most of the research done in the past has mainly centralized around western societies. To make it even more interesting is the fact that the significance of customer emotions has been ignored by the previous studies. Therefore, the purpose of this paper to explore the impacts of CED on loyalty intentions along with exploring the moderating role of customer emotions (positive emotions and negative emotions).Design/methodology/approachA sample of 661 Chinese banking customers was collected by making the use of store-intercept survey design. The gathered data were then utilized to empirically validate the proposed model by making the use of hierarchical moderated regression.FindingsLoyalty intentions were found to be driven by emotions of Chinese banking customers. Consequently, in order to better forecast the loyalty intentions of the customers, the emotional aspect is vital and therefore should be incorporated along with other cognitive aspects (value equity, brand equity and relationship equity).Practical implicationsThe managers of the banks should make every effort to make the visit of their customers as pleasant as possible as the emotional responses of customers have a significant impact on the formation of loyalty intentions.Originality/valueThe current study holds its unique contribution by including emotions in the service-oriented settings.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

2020 ◽  
Vol 32 (5) ◽  
pp. 1967-1985 ◽  
Author(s):  
Hongxia Lin ◽  
Meng Zhang ◽  
Dogan Gursoy
Keyword(s):  
Customer Satisfaction ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Hospitality Management ◽  
Content Type ◽  
Nonverbal Interaction ◽  
Loyalty Intentions ◽  
The Impact ◽  
Customer Satisfaction And Loyalty ◽  
Positive And Negative Emotions

Purpose This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions. Design/methodology/approach The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a sample of 583 consumers. Findings The results show that kinesics and paralanguage positively affect customers’ positive emotions while proxemics, paralanguage and physical appearance negatively influence their negative emotions. Further, both positive and negative emotions are found to have significant impacts on customer satisfaction and loyalty intentions. Research limitations/implications Theoretically, this study not only contributes to the existing servicescape and customer experience literature but also expands nonverbal interaction research in the hospitality management field. However, results may have limited generalizability to other service settings and other cultural contexts. Originality/value This study is one of the first to investigate the impact of nonverbal CCIs on service experiences.

The impact of Danmu technological features on consumer loyalty intention toward recommendation vlogs: a perspective from social presence and immersion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tiantian Yang ◽  
Feng Yang ◽  
Jinqi Men
Keyword(s):  
Social Presence ◽  
Structural Equation ◽  
Product Information ◽  
Marketing Channel ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Content Type ◽  
Consumer Experiences ◽  
Loyalty Intentions ◽  
The Impact

PurposeThis study investigates how Danmu (danmaku) technological features (DTFs) of recommendation vlogs (rec-vlogs) impact consumer experiences and decisions.Design/methodology/approachThe authors adopt the partial least squares structural equation modeling (PLS-SEM) technique with a sample of 422 viewers of Danmu-enabled rec-vlogs to examine the proposed model.FindingsThe DTFs positively affect consumer loyalty intentions through the mediation of social presence and immersion. Also, vlogger-product congruency significantly moderates the relationship between social presence and immersion.Originality/valueWith the increasing popularity of vlogs, retailers have adopted the vlog as a new marketing channel to connect with consumers. Although a growing body of studies focuses on this phenomenon, little is known about how DTFs help to increase consumer loyalty toward using rec-vlogs as product information sources. Anchored on the stimulus–organism–response framework, this study investigates how pseudo-synchronicity, Danmu-content congruency and parallelism, three DTFs used in rec-vlogs, impact consumer experiences of social presence and immersion, eventually influence the consumers' loyalty intentions toward rec-vlogs. The authors also examine whether the effect of social presence on immersion is contingent on vlogger-product congruency. These findings have implications for both researchers and practitioners to understand the effect of DTFs in the context of rec-vlogs.

The impact of cloud-enabled process integration on supply chain performance and firm sustainability: the moderating role of top management

2018 ◽  
Vol 23 (6) ◽  
pp. 500-517 ◽  
Author(s):  
Himanshu Shee ◽  
Shah Jahan Miah ◽  
Leon Fairfield ◽  
Nyoman Pujawan
Keyword(s):  
Supply Chain ◽  
Information And Communication Technologies ◽  
Structural Equation ◽  
Moderating Effect ◽  
Top Management ◽  
Supply Chain Performance ◽  
Unique Contribution ◽  
Content Type ◽  
The Impact ◽  
The Relationship

PurposeTheorising from the intersection of supply chain and information systems (IS) literature, this study aims to investigate supply chain integration (SCI) as a multidimensional construct in the context of cloud-based technology and explores the effect of cloud-enabled SCI on supply chain performance, which will eventually improve firm sustainability from a resource-based view (RBV). In addition, the moderating effect of top management is explored.Design/methodology/approachUsing cross-sectional survey data collected from a sample of 105 Australian retail firms, this study used structural equation modelling to test the hypothesised relationship of cloud-enabled SCI with performance in a theoretical model.FindingsResults show that cloud-based technology has positive effect on SCI, and the cloud-enabled SCI is positively related to supply chain performance which eventually influenced firm sustainability. Further, top management intervention moderates the relationship between supplier and internal integration with supply chain performance. But it is found to have no moderating effect on the relationship between customer integration and supply chain performance.Practical implicationsRecognising the potential benefits of emerging cloud-based technologies reported in this study, retail managers need to understand that higher order SCI requires the support of cloud-based technology to improve supply chain performance and firm sustainability.Originality/valueThis research extends prior research of information and communication technologies-enabled SCI and its effect on supply chain performance which overly remains inconsistent. In addition, IS literature abounds with discussion on cloud computing technologyper se, and its adoption in supply chain is overly rhetoric. This study fills this gap by conceptualising the multiple dimensions of SCI enabled by cloud-based technology and the way it affects supply chain and firm sustainable performance. Investigating SCI in context of cloud-based technology is a unique contribution in this study. The moderating effect of top management in this decision also adds to the current body of literature.

Capital and credit constraints in the engagement of youth in Ghanaian agriculture

2019 ◽  
Vol 80 (1) ◽  
pp. 22-37 ◽  
Author(s):  
Martinson Ankrah Twumasi ◽  
Yuansheng Jiang ◽  
Monica Owusu Acheampong
Keyword(s):  
Positive Impact ◽  
Credit Constraints ◽  
Rural Youth ◽  
Unique Contribution ◽  
Switching Regression ◽  
Credit Constraint ◽  
Data Set ◽  
Content Type ◽  
Application Procedure ◽  
The Impact

Purpose The purpose of this paper is to determine the factors influencing rural youth farmers’ credit constraints status and the effect of credit constraint on the intensity of participation of these farmers in Ghana. Design/methodology/approach The econometric estimation is based on cross-sectional data collected in 2018 from the Brong Ahafo region in Ghana. The sample data set consists of 450 rural youth farmers. The collected data were analyzed through different econometric techniques, using the endogenous switching regression model (ERSM). Findings The direct elicitation approach employed in this study revealed that out of the 450 farmers, 211 (47 percent) of the respondents were credit constrained compared to 239 (53 percent) of their counterparts who were unconstrained. The ERSM indicated that youth farmers education, age, savings, parents occupation reduced the probability of the rural youth farmer to be credit constrained but cumbersome loan application procedure and loan disbursement time positively affect credit constraint. Moreover, farmers that are credit constrained have lower intensity of participation in agriculture activities than a random farmer from the sample. This suggests that access to credit has a positive impact on the intensity of participation in agriculture activities. Research limitations/implications In this study, only rural youth farmers in a particular region were considered. However, there are youths all over the nation. Therefore, future researchers could consider other youth’s farmers elsewhere in the country. Originality/value Although existing studies have examined rural youth farmers’ participation in agriculture and credit constraint separately, the unique contribution of this paper is the analysis of credit constraint of rural youth farmers as well as the impact of credit constraint on the intensity of participation in agriculture activities.

Traveler loyalty and its antecedents in the hotel industry

2019 ◽  
Vol 31 (1) ◽  
pp. 474-495 ◽  
Author(s):  
Heesup Han ◽  
Kiattipoom Kiatkawsin ◽  
Wansoo Kim
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Emotional Experiences ◽  
Continuance Commitment ◽  
Content Type ◽  
Guest Satisfaction ◽  
Loyalty Intentions ◽  
The Impact ◽  
Metric Invariance

PurposeThe purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context.Design/methodology/approachA field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables.FindingsThe results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests’ intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions.Practical implicationsThe findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement.Originality/valueThe existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.

Your network is your net worth: political ties and innovation performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Farrukh ◽  
Ali Raza ◽  
Abdul Waheed
Keyword(s):  
Partial Least Square ◽  
Innovation Performance ◽  
Least Square ◽  
Equation Modeling ◽  
Unique Contribution ◽  
Content Type ◽  
Net Worth ◽  
Political Ties ◽  
The Impact

PurposeBased on the social network theory, this study investigates the impact of political ties on innovation performance. Besides, this study also tests a mediation role of absorptive capacity (AC) and a moderation role of technology turbulence.Design/methodology/approachA hypothetico-deductive approach is adopted to test the hypotheses. Data were collected from the small and medium enterprises (SMEs) managers/owners through a structured questionnaire.FindingsPartial least square structural equation modeling technique is used to analyze the hypothesized relationships; the findings showed that political ties significantly impact the innovation performance, and this relationship is mediated by AC. Moreover, technological turbulence moderated the relationship between political ties and innovation performance.Originality/valueDespite the increasing attention to the role of networking in improving innovation, there is a scarcity of studies on the role of political ties, AC and technology turbulence in fostering organizational innovation; thus, this study is a unique contribution to literature.

Colombia: innovation, trust and emotions during the COVID-19 pandemic

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Alexander Varón Sandoval ◽  
Mónica Bibiana González Calixto ◽  
María del Pilar Ramírez Salazar
Keyword(s):  
Positive Emotions ◽  
Future Research ◽  
Content Type ◽  
The Public ◽  
The Awakening ◽  
Role Of The State ◽  
Collaborative Innovation ◽  
Qualitative Descriptive ◽  
The Impact

Purpose The purpose of this study is to reflect on some actions carried out in Colombia, both at the governmental and organizational levels, that can be considered collaborative innovations and that have emerged within this pandemic context seeking to generate an increase in trust and the awakening of others’ emotions, as well as manifestations or expressions of trust and emotions by the population. Design/methodology/approach Through a qualitative descriptive study, innovation strategies applied by different sectors to address the current situation of preventive isolation are identified, with the subsequent identification of manifestations resulting from the execution of the strategies and analyzes of the implications in terms of emotions and confidence as research constructs. Findings Actions taken by the public administration, instead of generating trust and instilling positive emotions, have generated the opposite and there is evidence of greater acceptance of actions when they come from the general population through strategies that can be assimilated into the application of open collaborative innovation. Originality/value This study raises future research challenges, in addition to the practical implications that it may have in terms of the vision of the role of the state and citizens and the impact of administrative decisions regarding the generation of trust and the presence of positive emotions in a crisis context.

scholarly journals Service quality in a post-crisis context: emotional effects and behaviours

2019 ◽  
Vol 38 (1) ◽  
pp. 175-198 ◽  
Author(s):  
Manuel Idrovo Arguello ◽  
Diego Monferrer Tirado ◽  
Marta Estrada Guillén
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Emotions ◽  
Essential Elements ◽  
Structural Equations ◽  
Customer Engagement ◽  
Content Type ◽  
Different Dimensions ◽  
The Impact

Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

The influence of social media marketing activities on customer loyalty

2018 ◽  
Vol 25 (9) ◽  
pp. 3882-3905 ◽  
Author(s):  
Mayank Yadav ◽  
Zillur Rahman
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Customer Equity ◽  
Social Media Marketing ◽  
Content Type ◽  
Five Dimensions ◽  
Theoretical Support ◽  
Marketing Activities ◽  
The Impact

PurposeThe purpose of this paper is to examine the impact of perceived social media marketing activities (SMMAs) on customer loyalty via customer equity drivers (CEDs) in an e-commerce context.Design/methodology/approachThe study surveyed 371 students from a large university in India. The data were analyzed via confirmatory factor analysis and the research hypotheses were examined using SEM.FindingsThe study revealed three key findings. First, perceived SMMAs of e-commerce comprise five dimensions, namely, interactivity, informativeness, word-of-mouth, personalization and trendiness. Second, perceived SMMAs of e-commerce have significantly and positively influenced all the drivers of customer equity (CEDs). Third, the CEDs of e-commerce exhibit a significant and positive influence on customer loyalty toward the e-commerce sites.Practical implicationsThis study will help e-commerce managers to boost customer loyalty toward the e-commerce sites through perceived SMMA.Originality/valueThe study is the first to identify five dimensions of e-commerce perceived SMMA. The current study also introduces the stimulus–organism–response model as a theoretical support to connect perceived SMMAs of e-commerce to customers’ loyalty via CEDs. This is supposed to be the first study to examine the impact of perceived SMMA on customer loyalty toward the e-commerce sites via CEDs in the e-commerce industry.

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