Multi-group invariance in a third-order factorial model: Attribute satisfaction measurement

The definition and measurement of attribute satisfaction, AS, are important for marketing theory and marketing management. The conceptualization of AS integrates different streams of literature. Attribute satisfaction is a multidimensional and multilevel construct with three primary dimensions: the core of the service, the peripheral aspects of service quality (SQUAL), and value (VAL). Furthermore, SQUAL has three subdimensions and VAL has two. This paper estimates a confirmatory factor analytic third-order model. The model shows that the AS scale demonstrates good psychometric properties for reliability, and content, convergent and predictive validity. The paper also assesses the AS scale invariance: whether the scale has the same structure and meaning for different groups, and whether the scale can be used to study its relation with other constructs and to estimate mean differences in a valid way. In testing gender invariance, specifically, AS exhibits full configural and metric invariance and partial scalar invariance.info:eu-repo/semantics/publishedVersio

Information searching in the mobile environment: Differences in involvement dimensions among product categories

In the study, we examine how specific involvement dimensions based on cognitive and affective involvement explain information search for products of different involvement levels (i.e., clothing and kitchenware). The study also assesses two aggregated models, one of which measures the dimensional differences among mobile users and non-users. Further, it uses a logistic analysis and fsQCA with data derived from online and personal surveys. The findings of the logistic regression show that information attainment is a significant dimension that explains the likelihood of search in all models, but enjoyment is a significant dimension solely for mobile users. Contrarily, the fsQCA results indicate combinational effects for the absence of search and for the presence of mobile use. Low levels of the dimensions related to cognitive involvement lead to the absence of search. In turn, high levels of the dimension associated with both cognitive and affective involvements determine search with mobile devices. This study enriches the involvement literature with findings that can assist marketing managers in designing differentiated strategies that intend to involve consumers in the current mobile environment.This work was supported by FCT, I.Pinfo:eu-repo/semantics/publishedVersio

The customer satisfaction-customer loyalty relationship: Reassessing customer and relational characteristics moderating effects

Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)-customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention (RI) and repurchase behavior (RB). Design/methodology/approach – Using a postal mail survey, the authors measure the CS, RI involvement and socio-demographic characteristics of customers who use a credit card. RB is measured by the number of transactions and the corresponding amount spent by clients, based on data provided by the company. The proposed hypotheses are tested using random sampling and hierarchical regressions. Findings – The significant moderators are different depending on the CL measure used. When RI is utilized, the gender and age of the client have a positive effect on the CS-CL relationship. However, when RB is assessed using the number of transactions made by the credit card’s owner, the length of the relationship becomes the significant moderator. Research limitations/implications – The study is limited to a single firm, from one industry sector, but provides future researchers a multitude of replication opportunities. Practical implications – Demographic and relational variables are important in explaining the CS-CL relationship. Customer relationship strategies have positive results. RB is preferred to RI when evaluating and explaining CL. Originality/value – The assessment of customer and relational characteristics as moderating variables in the CS-CL relationship, and comparing different measures of CL in a contractual service adds value to this research.info:eu-repo/semantics/publishedVersio

The consumer decision journey: A literature review of the foundational models and theories and a future perspective

The consumer decision journey model has become increasingly important to understand consumer decisionmaking processes. Although the term originally emerged with Court et al. in 2009, the various current perspectives of the consumer journey suggest the existence of distinct literature and theoretical roots that have yet to be fully explored in detail. The objective of the paper is to semi-systematically review the main theories and models that constitute the foundation on which the consumer journey has evolved. Furthermore, given the lack of academic studies reflecting on the influence of more recent technologies based on artificial intelligence on the consumer journey, this study aims to fill this gap in an attempt to mold further theory development around the consumer journey concept. 74 relevant papers were retrieved mainly from a detailed search on SCOPUS, as well as a backward and forward citation analysis. A thematic analysis resulted in the identification of three literature streams that contribute to the consumer journey literature. This represents a furthering of the theoretical knowledge regarding the consumer journey and its foundations. By also discussing a future perspective, a holistic and comprehensive basis is provided to structure and assist how marketing managers can perceive the consumer decision journey.This work was supported by FCT, I.P.This work was supported by FCT, I.P.info:eu-repo/semantics/publishedVersio

Multichannel consumer behaviors in the mobile environment: Using fsQCA and discriminant analysis to understand webrooming motivations

This study examines how different motivations determine three types of webrooming: traditional webrooming, webrooming extended to include mobile devices, and multidevice webrooming. The examination uses in- formation-processing and uncertainty-reduction theories and fsQCA and discriminant analysis methods. The data derived from a convenience sample obtained through personal and online surveys. The results from the discriminant analysis indicate a significantly positive effect of information attainment on explaining all beha- viors, and price comparison orientation and empowerment for mobile-related behaviors. The fsQCA findings show various motivational configurations for each webrooming behavior. In almost all, both information-pro- cessing and uncertainty-reduction motivations exist that support the importance of the underlying theories in explaining webrooming. Furthermore, empowerment is more relevant in behaviors where mobile device usage is always present. This study enriches the theoretical body of the webrooming construct, and the results can guide marketing and multichannel managers in developing differentiated strategies that address consumers' web- rooming-specific needs.This work was supported by FCT, I.P.info:eu-repo/semantics/publishedVersio

Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers

This study investigates how travel agencies can achieve high customer loyalty through offline and online shopping experiences. The study testswhether different configurations of perceived value, customer satisfaction, perceived quality, and trust affect loyalty. The results froman online survey of a travel agency's 1974 offline and 1014 online customers provide the data. Using the fsQCA, the study finds that different combinations of these factors lead to higher customer loyalty. The findings show that trust is a sufficient condition for high customer loyalty only in the offline shopping context. In the online shopping context, travel agencies must combine trust with perceived value or with perceived quality to achieve high customer loyalty. Further, in the offline shopping context, the combination of perceived value and perceived quality leads to higher loyalty, while in the online shopping context agencies need to add customer satisfaction to this configuration.National Funds, funds this work through FCT (Fundação para a Ciência e a Tecnologia, Portugalinfo:eu-repo/semantics/publishedVersio

Customer loyalty through social networks: Lessons from Zara on Facebook

Companies’ escalating investment in social media–—in particular, in Facebook–—has become reality. However, most firms still do not see social networks as a vehicle for cultivating and winning customer loyalty, but rather as a resource for creating brand awareness. In this article, we offer a different view. By examining fans and non-fans of the Zara brand on Facebook, we discovered that Facebook enhances the relations that increase loyalty via trust, customer satisfaction, perceived value, and commitment. Our results revealed that these relations are stronger for fans of the brand than for non-fans, and suggest that customer satisfaction is the strongest determinant of loyalty. This indicates a new opportunity for marketing managers to achieve customer loyalty: Facebook.This work is funded by National Funds through FCT (Fundação para a Ciêcia e a Tecnologia)info:eu-repo/semantics/publishedVersio

Motivations for posting online reviews in the hotel industry

Some travelers may rely on online reviews (electronic word of mouth [eWOM]) from users who have already experienced a particular hotel before making a hotel reservation. However, only a small percentage of users of eWOM contribute actively with new reviews and evaluations. The understanding of what motivates consumers to write eWOM is very important, in order that hotels can achieve more and better eWOM and, consequently, more reservations. Based on an online survey and using fuzzy-set qualitative comparative analysis, this study identifies different causal combinations of motivations (personal, social benefit, social concern, and consumer empowerment) and demographic characteristics (gender and age) that lead to hotel eWOM. Three configurations exist: being a female older than 35 years old, combined with high social concern and high consumer empowerment; being a female older than 35 years old, combined with high social concern and high personal motivations; and being a male, combined with high social concern, high personal motivations, and high consumer empowerment.This work was supported by FCT (Fundação para a Ciência e a Tecnologia, Portugal)info:eu-repo/semantics/publishedVersio

Social value and organizational performance in non-profit social organizations

This paper analyzes the roles of social entrepreneurship and transformational leadership in explaining the social value and the organizational performance of non-profit social organizations. By evaluating the role of socioeconomic context as the moderating variable, the results confirm the strong influence of social entrepreneurship on social value and the effects of social entrepreneurship and transformational leadership on organizational performance. The socioeconomic context proves to be an important moderator of the hypothesized relations. In an unfavorable context, transformational leadership becomes relevant in explaining social value and organizational performance. However, in a favorable context, social entrepreneurship provides more significant support to social value and organizational performance, and social value itself also has an effect on organizational performance.info:eu-repo/semantics/publishedVersio

Re-examining green purchase behaviour and the green consumer profile: new evidences

Purpose – This paper aims to re-examine the determinants of ecologically conscious consumer behaviour (ECCB) by analysing the green consumer profile (socio-demographic and psychographic variables), building on the work of Straughan and Roberts. Moreover, the study explores the determinants of effective green purchase behaviour (GPB) considering ECCB and green purchase intention (GPI) previously evaluated. Design/methodology/approach – The authors conducted a quantitative study based on an online survey. Data collection was implemented in two different phases: in the first phase ECCB, GPI and profiling variables were measured. One month later, the same respondents evaluated their effective GPB. Through path analysis the effects of ECCB and GPI on GPB were measured. Findings – The results show that psychographic variables, with emphasis on perceived consumer effectiveness (PCE) and altruism, are more relevant than socio-demographics in explaining ECCB. The consumers with higher ECCB have shown higher green purchase intention (GPI). ECCB has a positive impact on GBP, higher than GPI, which in turn mediates that relationship. Research limitations/implications – The research results may lack generalizability. Therefore, researchers are encouraged to test the proposed propositions further. Practical implications – The paper provides evidence that whenever ecological consciousness is high, the gap between GPI and GPB is less evident, which provides clear evidence that an understanding of green consumer profiles and behaviour can enable organizations to respond better to new management challenges. Originality/value – This paper provides a comprehensive understanding about the green consumer profile and behaviour, including the effect of GPI on GPB, and which contribute to the coordination of future marketing strategies to target this segment.info:eu-repo/semantics/publishedVersio