This study synthesizes the efforts to conceptualize the effects of perceived sacrifice, perceived service quality, perceived value, and customer satisfaction on consumers' behavioral intentions in the context of service environment. It reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. A number of notable findings are reported including the empirical verification that perceived sacrifice, service quality, value, and satisfaction may all be directly related to behavioral intentions when considered collectively. The results further suggest the indirect effects of the service quality and value constructs on behavioral intentions.
A taxonomy of varied behavior is offered to structure research findings pertaining to the various phenomena termed “variety seeking.” The literature is reviewed within that framework. Seemingly disparate research traditions, one viewing the phenomenon as inexplicable, the other attempting explanation, are shown to be converging. A model encompassing current research is proposed and its parameters scrutinized.
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 t...
#2Anna S. Mattila(PSU: Pennsylvania State University)H-Index: 81
Last. Luisa Andreu(University of Valencia)H-Index: 27
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Purpose – The purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services.Design/methodology/approach – Two studies were conducted using hedonic services. The study sample was composed of 400 visitors to two types of leisure and tourism services (interactive museum, and theme park).Findings – The results indicate that the impact of satisfaction is not limited to loyalty; rather its effects extend to other behavioral ...
The inherent characteristics of services are well-known but do we really understand what services are, how services form an essential part of most products produced and delivered today, how services can enhance differentiation, competitiveness and help drive innovation and regional economic development? Sadly despite some 30 years of endeavour the answer is no, and so we need to consider how this problem can realistically be addressed by identifying the key services themes which need intensive l...
Purpose – The current study aims to develop and extend existing research into online behavioural intentions of consumers' by proposing, operationalising, and testing a model of the antecedents of behavioural intentions that models and evaluates how switching costs and inducements moderate the behavioural intentions of online shoppers.Design/methodology/approach – The study employed a personally administered structured questionnaire to gather data regarding consumer's interpretations and evaluati...
A conceptual framework is proposed that analyses the effect of perceived service quality, customer satisfaction, trust in the energy provider and perceived switching costs on customer loyalty in residential energy markets. Three distinct dimensions of perceived service quality are identified: technical quality of core services, technical quality of peripheral services and service process quality (functional service quality). The proposed model is tested within the scope of a representative surve...
Purpose – To analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of loyalty: commitment and behavioral intentions to use location‐based mobile services.Design/methodology/approach – An online survey for users of a mobile location‐based directory service “Where is the nearest?”Findings – The behavioral intentions were most influenced by conditional value; the context, in which ...
#1Yonggui Wang(CityU: City University of Hong Kong)H-Index: 3
#2Hing-Po Lo(CityU: City University of Hong Kong)H-Index: 18
Last. Yongheng Yang(CityU: City University of Hong Kong)H-Index: 1
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Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on ...
The study addresses the effect of product usage, satisfaction derived out of the same and the brand switching behaviour in several product categories while looking at the product involvement level in the Indian marketplace. A fair amount of work has been done in the area of customer satisfaction and loyalty and many customer satisfaction indexes are available in the market using different variables and characteristics. The study attempts to understand the brand switching behaviour of the custome...
With the rapid growth in the size of the cellular phone market, performance standards are emerging as the strategic imperative for the service providers in ensuring customer satisfaction. This article develops and validates a psychometrically sound multi-item measure of service performance in mobile communications. A pool of 16 items was developed to cover the hypothesised multiple aspects of service performance and tested using a sample of 120 customers. The construct validity of the multi-aspe...
The environmentally friendly or ‘sustainable’ products have been launched in various markets in response to the growing concerns for the environmental deterioration and the alarming effects of climate change in past years. However, the uptake of green products does not seem to fully reflect the self-claimed pro-environmental concerns and attitudes. Consumers who profess to be environmentally conscious and believe they could help slow down environmental deterioration do not necessarily purchase e...
Abstract This article presents a purchase equity model for online group buying (OGB) to examine the antecedents and consequences of OGB behavior. The study tests 458 usable responses collected by means of mall-intercept systematic sampling from consumers who had previously participated in OGB against the purchase equity model using structural equation modeling. Drawing from both input constructs (perceived sacrifice and perceived risk) and output constructs (perceived benefit and perceived quali...
The main objective of this research is to evaluate the current status of service quality and passengers satisfaction of light rail transit service in Addis Ababa from the point of view of passengers' expectations of the service quality and perceptions of the service delivered by AA-LRT. To achieve this objective, descriptive research design were used to analyze the data collected through questionnaire survey from a sample of 384 passengers of the two routes. These respondents were selected using...
ABSTRACTThis study examines Internet speed as a factor that influences customers’ switching intention in the UK mobile telecom market. A theoretical framework, developed from the academic literatur...
#1Qianwen Li(CUMT: China University of Mining and Technology)H-Index: 9
#2Ruyin Long(CUMT: China University of Mining and Technology)H-Index: 32
Last. Xiu Cheng(CUMT: China University of Mining and Technology)H-Index: 5
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Promotion and use of green housing is an important way to reduce building energy consumption, achieve emission reduction targets, and improve residential environments. In the process of consumer choice of green housing, residents’ psychological behaviors, product characteristics of green housing, and option framing methods all have an important influence on the willingness to pay (WTP). This paper analyzed WTP for green housing using two sets of experiments from the perspectives of consumer beha...
#1Seema Gupta(IIMB: Indian Institute of Management Bangalore)H-Index: 5
#2Tanvi Gupta(IIMB: Indian Institute of Management Bangalore)H-Index: 1
Last. G. Shainesh(IIMB: Indian Institute of Management Bangalore)H-Index: 1
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Abstract Loyalty programmes build attitudinal loyalty towards the loyalty programme, but not necessarily towards the company brand. This research answers the question, “How do customers navigate from programme loyalty to company loyalty?” by uncovering three mediating processes. The first process shows that programme loyalty improves perceived functional value of the brand, leading to company loyalty. The second process shows that programme loyalty increases customer's involvement with brand exp...