Customer repurchase intention: a general structural equation model

This paper develops a general service sector model of repurchase intention from the consumer theory literature. A key contribution of the structural equation model is the incorporation of customer perceptions of equity and value and customer brand preference into an integrated repurchase intention analysis. The model describes the extent to which customer repurchase intention is influenced by seven important factors &ndash; service quality, equity and value, customer satisfaction, past loyalty, expected switching cost and brand preference. The general model is applied to customers of comprehensive car insurance and personal superannuation services. The analysis finds that although perceived quality does not directly affect customer satisfaction, it does so indirectly via customer equity and value perceptions. The study also finds that past purchase loyalty is not directly related to customer satisfaction or current brand preference and that brand preference is an intervening factor between customer satisfaction and repurchase intention. The main factor influencing brand preference was perceived value with customer satisfaction and expected switching cost having less influence.<br /

Corporate values a centre of gravity in turbulent environments?/

The purpose of this paper is to contribute to the practical value of 'corporate values' in strategic management theories relating to sectors of business with changing environments. Using representative firms of five business sectors, we quantify and analyse the market's opinion of their publicly stated strategy across four key dimensions and show that it is possible to account for turbulence in industry effects, by examining the differing utility of their corporate values for consumers, customers and clients. We conclude that certain business sectors are indeed vulnerable to customer perceptions of turbulence of different types, and whilst central and resident in all large businesses, we contend that corporate values are more apparent and relevant to customers and clients of the firms in discontinuous and turbulent market environments, or those in punctuated equilibriums, than those in incrementally changing environments