The Impact of Customer Satisfaction and Loyalty on E-Marketing: Moderating Effect of Perceived Value

The paper discusses the various components that impacts customer satisfaction, loyalty, e-marketing and perceived value has the moderating effect. Online platforms continues been important because of the reach and the diversity of the customers meaning e-marketing should target the unique market. It includes developing products and services in addition to procedures and processes that reflect the wants of the customers. For example, the studies have shown the design of the website, customer engagement, and skills integrated into the entire processes are important. Factors such as security, ease of navigation, conflict resolution and effective feedback systems are example of frameworks that creates a positive reputation about a form, which increase the satisfaction of the users. Recommendations have also been provided for the ways and strategies that businesses have to operate to create customer loyalty and sustain such loyalty. The Impact of Customer Satisfaction and Loyalty on E-Marketing: Moderating Effect of Perceived Value In marketing regime, customer loyalty is seen as the most important issues that affect way business is conducted and performed. Managers and researchers have used many antecedents for explaining customer loyalty. The literature also provides numerous measures for evaluating loyalty (Jain et al. 2018; Momotaz & Hasan, 2018). The common perspective of loyalty and customer satisfaction is based on repurchase intention and customer commitment (Pandey & Chawla, 2018). Word of mouth and willingness to pay are defined as the direct variables that are consequences of loyalty (Pandey & Chawla, 2016; Jain et al. 2018). Loyal customers provide numerous advantages to an organization including recommendation to others, higher share of wallet, and higher customer retention rates. Customer satisfaction and perceived value are linked to companies’ financial performance, recommend intention, repurchase and retention. Researchers perceives marketing as a framework that embraces the conception of the value notion in that customer ways the benefits received from the firm the offers the products and services and the consumer is ready to acquire the product foregoing other benefits (Ahmad, Rahman & Khan, 2017; Momotaz & Hasan, 2018). The goal of any establishment is customer satisfaction, which creates numerous benefits to an establishment (Pandey & Chawla, 2016; Potdar et al. 2018). Satisfaction with brands, companies, products and services is important influencing post purchase response that is directly tired with consumer outcomes such as retention and loyalty. Companies continuously want to understand the behavior of their customers and have employed numbers measuring metrics. Example of these metrics includes Net Promoter Score and satisfaction (Khadim et al. 2018; Momotaz & Hasan, 2018). The customers through such mechanisms can be satisfied and can persuade others to acquire from a specific brand or company (Ahmad, Rahman & Khan, 2017; Jain et al. 2018). However, when customers value a competitor’s products and services, it means a company could continue loosing (Ting et al., 2016; Potdar et al. 2018). The integral component is the word of mouth communication in that information can be spread from one customer to the next (Fan, Kim & Lee, 2016). Some of the information shared includes services, products, brands and other information specific to a company or a brand. Managers continuously use the word of mouth strategic approach, which contributes to the likelihood of purchase, value ratings and changes in consumer judgments. Perceived value is the merits or worth that a customer ascribes to a service or product. In most instances, the customers are unaware of variables tied to a service or product such as pricing and the solution to the consumers is the emotional appeal of the product or service (Ahmad, Rahman & Khan, 2017; Momotaz & Hasan, 2018). Consumer’s perceived value refers to the price that a consumer is ready to pat for products or services (Pandey & Chawla, 2018; Potdar et al. 2018). Customers focus on the final outcome of the product or project such as the need to meet certain satisfaction is the role of marketers. Perceived utility is also important because it refers to the values and benefits consumer receives from the use of service and product. Consumers demand services and products that offer and are useful to the customer and unsatisfied customer may not have a positive view of the product and service (Khadim et al. 2018; Jain et al. 2018). Perceived value also communicates expectations about the service and products. Therefore, perceived value is the persuasion or consumer behavior to acquire a product or service and is satisfied with the pricing. The expectation of the consumers is fulfilling inherent needs and wants

The influence of perceived justice on recovery satisfaction in the airline industry

Abstract: This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioural intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modelling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioural intention

Exploring the relationship between online service failure, recovery strategies and customer satisfaction

This paper aims to analyse perceptions of online service failure-recovery and customer retention in relation to the creation of satisfactory experiences for both customer and providers in the banking sector. In specific, the negative impacts of service failures and the positive effect of recovery strategies are assessed. Online service failures can have adverse impacts on profitability, and on- and offline service failures are inevitable in the service industry. A number of observations are made with implications for customer and provider experience in the banking sector. The purpose of this paper is to divulge predominant academic insight into a consistent provider-customer interaction and unlocks new perceptions for future academic study by examining the phenomenon from the perspectives of both providers and customers

Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management

Double DegreeIn quest of gaining a more holistic picture of customer experiences, many companies are starting to consider textual data due to the richer insights on customer experience touch points it can provide. Meanwhile, recent trends point towards an emerging integration of customer relationship management and customer experience management and thereby availability of additional sources of textual data. Using text-mining-assisted analysis, this study demonstrates the practicality of the arising opportunity with means of perceived justice theory in the context of customer complaint management. The study shows that customers value interpersonal aspects most as part of the overall complaint handling process. The results link the individual factors in a sequence of ‘courtesy → interactional justice → satisfaction with complaint handling’, followed by behavioural outcomes. Academic and managerial implications are discussed

Contextual Influences: Online Service Failure and Recovery Strategies

In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries

E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention

JEL classification: M0This study analyses the impact of the critical issues on Travel and Tourism e-service failure and explores specifically how peer-to-peer accommodation business can cope with the potential collapse in demand caused by global crises. The purpose is to examine the impact of peer-to-peer accommodation’s recovery offer on revisiting intentions and relationships termination in light of justice-, fairness-, and attribution theory. In this vein, the main aim is to develop a theoretical model which is underpinned by an understanding of the consequences of e-service failure and the effectiveness of recovery strategies for business competitiveness. To gauge peer perceptions of peer-to-peer accommodations, we employed a mixed-method approach. Alongside 17 interviews with peers and industry experts, a survey involving 404 peer-to-peer accommodation users was conducted. Structural equation modelling was applied to unravel the intricate relationships and influences at play. The findings suggest that managers and service providers need to focus on timely recovery and building stronger relationships with peers, to increase repurchase intention and post-recovery satisfaction and to better front the crises times. This could be implemented efficiently via the platform of social media. This study offers specific theoretical and practical implications by providing a fair recovery strategy to result in the satisfaction of both parties.Università degli Studi di Salerno within the CRUI-CARE Agreement

A bibliometric investigation of service failure literature and a research agenda

Purpose - This research studies the citations made in service failure literature, and assesses the knowledge construction of this region of exploration to date. Design/methodology/approach - The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling (MDS) is employed to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts. Findings - The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in-service failure literature are service failure, service failure communication, the recovery process, recovery offer and intention. Research limitations/implications - Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the keywords used. Practical implications - This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention. Originality/value - The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature

A structural equation modeling of perceived justice in Malaysian telecommunication sector

Perceived justice is one of important factor in previous studies of service recovery that influences satisfaction of service recovery.It can be assessed in two method namely uni or multi-dimensional.The objective of this research is to examine perceived justice measurement as uni or multi-dimensional towards mobile phone users in the telecommunications industry.Data analysis technique used was Structural Equation Model (SEM).The multi-dimensional nature of justice and satisfaction was verified based on confirmatory factor analysis.The measurement model of the hypothesized model confirmed the non multicollinearity results among the variables. The findings show that the perceived justice measurement fits the data better in terms of multi-dimensional. The limitations of this studied noted and further research suggestions are also included

CUSTOMER SERVICE RECOVERY IN HOSPTALITY: TOWARD AN UNDERSTANDING OF THE ROLE OF THE SERVICE PROVIDER UTILIZING RAWL’S JUSTICE THEORY

The purpose of this study was to gain a deeper understanding of the determinants and outcomes of service recovery and the utility of Rawls’ (1971) justice theory with respect to service recovery in a hospitality context. Specifically, the study examined the dimensionality of the service recovery construct proposed by Tax, Brown and Chandrashekaran (1998) and identified measures of service recovery satisfaction from a multidimensional perspective. In addition, the study incorporated the variables of “trust” and “commitment” in an attempt to better understand the impact of service recovery on the service provider – customer relationship. Finally, this study examined how respondents who identify as culinary travelers differ from non-culinary travelers in the context of service recovery. In order to test the proposed research hypotheses, a quasi-experimental design was employed by having participants respond to a simulated service recovery, following a hypothetical service error. The 2 * 4 factorial between-subject design consisted of two independent variables: service error severity and the perception of justice (distributive justice, interactional justice and procedural justice). Participants were randomly selected to one of eight scenarios involving a hypothetical service error and subsequent recovery experience, and recruited via Amazon’s Mechanical Turk (MTurk) crowdsourcing platform. Data collection was held from March 28th through February 2nd 2018. The results revealed several key findings. First, it was found that respondents’ recovery satisfaction is highest (with the exception of a “baseline” recovery) when presented with a service recovery that prioritizes the perception of distributive justice, and to a lesser extent, the perception of procedural justice. Second, results suggest that while the severity of a service failure can influence the impact of justice on recovery satisfaction, the impact of severity was not found to be as critical as was previously suggested. Third, while recovery satisfaction was found to have a significant impact on overall satisfaction (with the firm), overall satisfaction was found to be a better predictor for post-recovery customer evaluations. Fourth, results indicated that one-time service failures had significant and negative impacts on both trust and commitment. These results provide both theoretical and practical implications for restaurant practitioners in terms of differential service recovery strategies based on practitioner objectives