54,073 research outputs found
Recommended from our members
A structural model to examine the antecedents and consequences of customer with experiential brands
Despite the increasing attention towards customer experience, empirical research to explain this notion, its antecedents and its consequences is still limited. Hence, this research aims to develop a framework of customer experience based on a number of antecedents that influence customer experience in the service sector. This paper presents the first part of the study which includes the review of literature, the application of netnography method to the development of customer experience construct, the development of the research measures and the hypotheses development for the structural model. The second part of the study, which is presented in another paper, provides the results of the empirical study and discusses the findings of the structural model
Recommended from our members
An Agent Based Simulation of Smart Metering Technology Adoption
Based on the classic behavioural theory âthe Theory of Planned Behaviourâ, we develop an agent-based model to simulate the diffusion of smart metering technology in the electricity market. We simulate the emergent adoption of smart metering technology under different management strategies and economic regulations. Our research results show that in terms of boosting the take-off of smart meters in the electricity market, choosing the initial users on a random and geographically dispersed basis and encouraging meter competition between energy suppliers can be two very effective strategies. We also observe an âS-curveâ diffusion of smart metering technology and a âlock-inâ effect in the model. The research results provide us with insights as to effective policies and strategies for the roll-out of smart metering technology in the electricity market
The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour
Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect
A typology categorization of millennials in their technology behavior
Hay un interĂ©s creciente por los millennials; y sin embargo, hasta la fecha hay escasas segmentaciones de los millennials en cuanto a su comportamiento en relaciĂłn a la tecnologĂa. En este contexto, este estudio trata las siguientes cuestiones:âÂżSon los millennials monolĂticos o hay diferentes segmentos en esta generaciĂłn en cuanto a su comportamiento tecnolĂłgico?â. Y si este fuera el caso: âÂżExisten diferencias importantes en cuanto a la forma en que los millennials usan la tecnologĂa?â. Nuestro objetivo consiste en examinar los potenciales perfiles de los millennials en relaciĂłn a su comportamiento y uso de la tecnologĂa. Los datos obtenidos de una muestra de 707 millennials se analizaron mediante un anĂĄlisis de componentes principales y anĂĄlisis clĂșster. A continuaciĂłn, los segmentos se caracterizaron mediante un anĂĄlisis MANOVA. Nuestros resultados revelan la existencia de cinco segmentos o tipologĂas de millennials en cuanto a su comportamiento tecnolĂłgico: los âdevotos de la tecnologĂaâ, los âespectadoresâ, los âprudentesâ, los âadversosâ y los âproductivosâ. Este estudio contribuye de forma detallada al conocimiento sobre cĂłmo las diferentes categorĂas de millennials usan la tecnologĂa.There is an increasing interest for millennials; however, to date millennialsâ segmentations regarding their technology behavior are scarce. In this context, this study addresses the following questions: âAre millennials monolithic, or are there segments within this generation group regarding the technology behavior?â. And if so: âAre there important variances in the way that millennial segments use technology?â. Our purpose is to examine the potential profiles of millennials regarding their technology use and behavior. Data from a sample of 707 millennials was gathered and analyzed through principal component analysis and cluster analysis. Then, millennialsâ segments were profiled using a MANOVA analysis. Our findings revealed five different segments or typologies of millennials regarding their technology behavior: technology devotees, technology spectators, circumspects, technology adverse users and productivity enhancers. This study contributes with a detailed perspective of how different millennial segments use technology
Recommended from our members
The sustainable clothing market: pragmatic strategies for UK fashion retailers
Recommended from our members
The role of customer experience in building brand loyalty within the service context
Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey of British customers to examine their experience with resort-hotel brands. The results show price perception, core services, and word-of-mouth have a direct impact on how customers interpret their experiences with resort-hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study
Special issue on information flow and WOM in social media and online communities
No abstract available
Please, talk about it! When hotel popularity boosts preferences
Many consumers post on-line reviews, affecting the average evaluation of products and services. Yet, little is known about the importance of the number of reviews for consumer decision making. We conducted an on-line experiment (n= 168) to assess the joint impact of the average evaluation, a measure of quality, and the number of reviews, a measure of popularity, on hotel preference. The results show that consumers' preference increases with the number of reviews, independently of the average evaluation being high or low. This is not what one would expect from an informational point of view, and review websites fail to take this pattern into account. This novel result is mediated by demographics: young people, and in particular young males, are less affected by popularity, relying more on quality. We suggest the adoption of appropriate ranking mechanisms to fit consumer preferences. © 2014 Elsevier Ltd
AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES IN PAKISTANI BANKING SECTOR
Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developing countries like Pakistan. Accordingly, this current study looks for the impact of customer satisfaction on their behavioral responses in banking sector of Pakistan. Therefore, recognition of significant determinants of customer satisfaction could facilitate the higher management in adoption and implementation their customersâ focus strategies more efficiently and effectively. Practical implication, future research and limitation are also discussed.banking sector, behavioral response, customer satisfaction, Pakistan, services quality.
- âŠ