scholarly journals Effects of Employees’ Positive Affective Displays on Customer Loyalty Intentions: An Emotions-as-Social-Information Perspective

2017 ◽  
Vol 60 (1) ◽  
pp. 109-129 ◽  
Author(s):  
Ze Wang ◽  
Surendra N. Singh ◽  
Yexin Jessica Li ◽  
Sanjay Mishra ◽  
Maureen Ambrose ◽  
...  
Keyword(s):  
Customer Loyalty ◽  
Social Information ◽  
Loyalty Intentions

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.

It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty

2014 ◽  
Vol 28 (6) ◽  
pp. 484-497 ◽  
Author(s):  
Bang Nguyen ◽  
Philipp “Phil” Klaus ◽  
Lyndon Simkin
Keyword(s):  
Conceptual Model ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Perceived Fairness ◽  
Content Type ◽  
Negative Perceptions ◽  
Loyalty Intentions ◽  
And Behavior ◽  
Development And Validation

Purpose – The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the moderating effects of trust in these relationships. The study explores how customizing offers to match customers’ individual needs and how treating customers differentially provoke unfairness perceptions among those not being considered most important. While the literature discusses unfairness perceptions of pricing, promotion, and service, less is known about unfairness in customization practices. Design/methodology/approach – Using a survey approach, 443 completed questionnaires we collected. Following validation of our item measures, a hierarchical linear regression analysis was conducted to test the conceptual model and hypothesized linkages between our constructs. Findings – The results demonstrate that customers’ negative perceptions of customization increase their unfairness perceptions. Unfairness perceptions drastically reduce customer loyalty intentions with trust acting as a significant moderator. Trust increases loyalty intentions even when unfairness perceptions are present. Our findings provide a foundation for understanding how firms may improve their perceived fairness. This increase in perceived fairness creates positive attributions, reduces negative customer experience perceptions and increases loyalty intentions. Originality/value – Key contribution is the development and validation of a conceptual model explaining the linkages between firm customization and unfairness perceptions, firm customization and customer loyalty intentions and the moderating role of trust between these relationships. This study extends the understanding of how customization practices impact unfairness perceptions and, subsequently, influence consumers’ perceptions, intentions and behavior.

The role of customer experience touchpoints in driving loyalty intentions in services

2018 ◽  
Vol 30 (5) ◽  
pp. 444-457 ◽  
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Service Providers ◽  
Management Strategies ◽  
Customer Experience ◽  
Ordinary Least Squares ◽  
Mobile Service ◽  
Least Squares Regression ◽  
Content Type ◽  
Loyalty Intentions

Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints in contributing to customer loyalty intentions. Design/methodology/approach Data were collected by means of a survey on almost 6,000 subjects belonging to the Nielsen consumer panel. Two ordinary least squares regression models with clustered standard errors estimate the relationship between touchpoint exposure – measured in terms of reach, frequency and positivity – and customer loyalty intentions in the mobile service sector. Findings Reach has a significant relationship with customer loyalty intentions as far as eight touchpoints are concerned. Positivity, when controlling for frequency of exposure, is related to customer loyalty intentions as far as nine touchpoints are concerned. Practical implications Results provide guidance for mobile service providers on customer experience management strategies and specifically on touchpoint prioritization, adaptation, monitoring and design. Originality/value This study addresses two relevant research gaps. First, most studies focus on single or a few touchpoints without considering the variety of touchpoints within the customer journey (Lemon and Verhoef, 2016). Second, no studies focus on the relative contribution of touchpoints to customer loyalty intentions (Homburg et al., 2017).

scholarly journals Examining Luxury Restaurant Dining Experience towards Sustainable Reputation of the Michelin Restaurant Guide

2020 ◽  
Vol 12 (5) ◽  
pp. 2134 ◽  
Author(s):  
Kiattipoom Kiatkawsin ◽  
Ian Sutherland
Keyword(s):  
Willingness To Pay ◽  
Customer Loyalty ◽  
Service Performance ◽  
Brand Love ◽  
Revisit Intention ◽  
Brand Credibility ◽  
Loyalty Intentions ◽  
Brand Prestige

The study aims to investigate the formation of customer loyalty among luxury restaurant patrons in Korea. Moreover, the study investigated how the restaurants’ performance could contribute to the trust and sustainability of the Michelin restaurant guide’s reputation. The study identified meal experience, brand credibility, and brand love to influence customers’ revisit intention and willingness to pay a premium. The study surveyed 400 luxury restaurant patrons in Korea. The Michelin restaurant guide was used to classify fine dining restaurants. Measurement items from previously validated studies were adopted. The results of the study showed the meal experience scale satisfactorily measures service performance and leads to the formation of brand credibility. Subsequently, brand prestige and brand love significantly predicted customers’ loyalty intentions. Additionally, brand credibility helps form the trust of the Michelin guide and eventually predicts the long-term reputation of the guide.

scholarly journals Store Attribute Factors Inducing Customer Loyalty in the Context of Apparel Retailers

2019 ◽  
Vol 8 (4) ◽  
pp. 4898-4902
Keyword(s):  
Factor Analysis ◽  
Multiple Regression ◽  
Interpersonal Communication ◽  
Exploratory Factor Analysis ◽  
Customer Loyalty ◽  
Second Step ◽  
Loyalty Program ◽  
Store Attributes ◽  
Regression Test ◽  
Loyalty Intentions

The aim of this paper is to explore elements and variables of store attributes impelling customer loyalty. This study uses loyalty program members from apparel stores. Initially the variables were explored through literature and interview with retailers. In the second step, exploratory factor analysis was used to identify factors of store attributes. Multiple regression test the significant effect of extracted factors on customer loyalty intentions. It was evident from the result that, interpersonal communication fail to induce loyalty among members of loyalty program. In future the study would be carried out in different stores.

Loyalty intentions and selected relationship quality constructs

2019 ◽  
Vol 36 (4) ◽  
pp. 601-619 ◽  
Author(s):  
Daniel J. Petzer ◽  
Estelle van Tonder
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Short Term ◽  
Content Type ◽  
Customer Commitment ◽  
Loyalty Intentions

PurposeThe purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence (loyalty intentions) within the short-term insurance industry.Design/methodology/approachA descriptive research design that is quantitative in nature was followed and 491 responses from insurance customers were analysed.FindingsShort-term insurers should facilitate customer engagement by implementing strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value. Facilitating customer engagement may lead to stronger loyalty intentions amongst customers towards the short-term insurer.Research limitations/implicationsThe investigation offers a greater understanding of the relevance and importance of the customer engagement theory and the impact it may have in strengthening the relationships between factors of the relationship marketing domain and customer loyalty.Practical implicationsFrom a managerial perspective, it is evident that short-term insurers should facilitate customer engagement carrying out strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value.Originality/valueBuilding on the work of earlier relationship and quality management scholars, the study provides new insight into the role and relevance of relationship quality and value factors and customer engagement, while simultaneously being assessed for their contribution to customer loyalty.

scholarly journals The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector

2016 ◽  
Vol 12 (2) ◽  
pp. 112 ◽  
Author(s):  
The Ninh Nguyen ◽  
Hoang Long Nguyen ◽  
Tuan Khanh Cao ◽  
Thi Thu Hoai Phan
Keyword(s):  
Problem Solving ◽  
Service Quality ◽  
Customer Loyalty ◽  
Three Dimensions ◽  
Retail Sector ◽  
Five Dimensions ◽  
Personal Interaction ◽  
Retail Service ◽  
Loyalty Intentions ◽  
Retail Service Quality

<p>There is a paucity of knowledge relating to retail service quality and customer loyalty intentions in emerging markets, and especially in Vietnam. The purpose of this study is to investigate the relationship between these two variables in the Vietnam retail sector. Survey data are collected from 502 respondents who are current customers of eight retail stores in the city of Hanoi. The results support five dimensions of retail service quality, namely personal interaction, store policy, physical aspects, reliability and problem solving. Out of these, three dimensions of reliability, personal interaction and problem solving are significantly associated with customer loyalty intentions. This study contributes to the evolving literature and suggests that local and foreign retailers should particularly invest time and effort to increase stores’ reliability, quality of customer interaction and effectiveness in solving customer problems. </p>

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