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1
Hüttel, Björn A., Zelal Ates, Jan Hendrik Schumann, Marion Büttgen, Stephanie Haager, Marcin Komor und Julian Volz. „The influence of customer characteristics on frontline employees’ customer need knowledge“. Journal of Services Marketing 33, Nr. 2 (08.04.2019): 220–32. http://dx.doi.org/10.1108/jsm-11-2017-0367.
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PurposeThis paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.Design/methodology/approachThe study uses hierarchical data involving the customer and bank advisor levels in the banking sector of three European countries. The matched sample consisted of 1,166 customers and 332 employees. To account for the nested structure of the data, the study used hierarchical linear modeling (HLM) using HLM software.FindingsThe results show that customers’ financial experience and risk aversion positively influence CNK and customer-perceived responsibility for the service outcome negatively impacts CNK. The results further show the impact of individual customer cultural values on CNK, which can be influenced by customer-oriented employee training. Cross-level interaction effects indicate that training measures can reverse negative influences of customers’ high power distance and uncertainty avoidance on CNK, whereas for customers characterized by high long-term orientations, training measures can backfire.Originality/valueThis study contributes to research on the antecedents of FLEs’ CNK by examining the currently overlooked influence of individual customer characteristics that are pertinent to the employee–customer interaction process. The study reveals customer characteristics as a new area of antecedents influencing FLEs’ accurate perceptions of customer needs.
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Curth, Susanne, Sebastian Uhrich und Martin Benkenstein. „How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior“. Journal of Services Marketing 28, Nr. 2 (06.05.2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.
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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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Snyder, Hannah, Lars Witell, Mattias Elg und Janet R. McColl-Kennedy. „The influence of place on health-care customer creativity“. European Journal of Marketing 53, Nr. 7 (08.07.2019): 1400–1422. http://dx.doi.org/10.1108/ejm-10-2017-0723.
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Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting. Research limitations/implications This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process. Practical implications The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services. Originality/value As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.
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Shofiah, Siti, I. Made Sukresna und Sugiono Sugiono. „Study of Influence of Customer Relationship Management on Customer Satisfaction in CV Batik Semarang16“. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, Nr. 1 (01.06.2017): 57. http://dx.doi.org/10.14710/jspi.v16i1.57-69.
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This study aimed to examine the influence of customer relationship management on customer satisfaction, with product innovation and customer value as mediating variables. The study conducted in Batik Semarang16.The samples were customers of Batik Semarang16, a total of 126 respondents. Structural Equation Modeling (SEM) run by AMOS software was used to analyze the data. The analysis showed that customer relationship management, product innovation and customer value had positive influence on customer satisfaction.The empirical findings indicated that customer relationship management positively influenced product innovation; customer relationship management positively influenced customer value; product innovation positively influenced customer satisfaction; and customer value influenced customer satisfaction.
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Ghufrony, Ahmad. „PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TOKO RETAIL BAHAN-BAHAN BANGUNAN DI KECAMATAN DUNGKEK“. PERFORMANCE " Jurnal Bisnis & Akuntansi" 5, Nr. 2 (21.11.2015): 14. http://dx.doi.org/10.24929/feb.v6i1.255.
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The purpose of this research is to examine and analyze the influence of service quality toward customer’s satisfaction, the influence of price level toward customer’s satisfaction; the influence of customer’s satisfaction toward customer’s loyality; and the influence of price level toward the customer’s loyality of store of building materials at Dungkek subdistrict. The approach of this research is explanatory research. Researcher used 100 respondents as the sample of this research, which applied purposive sampling as the technique of sample collection. Researcher also used Partial Least Square (PLS) to analyze the data.Based on the result of this research, there are some conclusions: (1) service quality significantly influences customer’s satisfaction; (2) price level significantly influences customer’s satisfaction; (3) customer’s satisfaction has significant influence toward customer’s loyality; (4) service quality significantly influences customer’s loyality; and (5) price level significantly influences customer’s loyality.One practical implication of this research is that in order to improve the business competitiveness, especially in store of building materials, continuous improvement of service quality is needed,which can be done by adapting the given service quality with expected result from customer. The better service quality which is given, the higher chance that customer will do the next transaction or that customer will be a potential customer who may give positive recommendation to other people. Price level factor also positively influences customer’s satisfaction and loyality because it is a necessity for retailers of bulding materials store to pay attention to price level issue in order to improve the customer’s satisfaction and loyality. Policies in determining price level will give a certain satisfaction level to customers. The determined price should be equal with what is given by retailers and must be competitive. Therefore, customer’s satisfaction and loyality will increase.Keywords: Service quality, price level, customer’s satisfaction, customer’s loyality.
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Koesharijadi, Koesharijadi. „Factors Affecting Loyalty Customer Services Banking Industry in East Java“. International Journal of Business and Management 11, Nr. 6 (25.05.2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Colm, Laura, Andrea Ordanini und A. Parasuraman. „When Service Customers Do Not Consume in Isolation“. Journal of Service Research 20, Nr. 3 (24.01.2017): 223–39. http://dx.doi.org/10.1177/1094670517690025.
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In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth, qualitative interviews with both managers and customers of a leading service company, we develop a typology of CCIMs, categorizing the various ways— interactions (reactive/proactive and social/instrumental), observations (information-seeking/comparative), and spillovers (spatial/behavioral)—in which fellow customers might influence the focal customer. Building on this typology, we propose a conceptual framework with a set of testable propositions about consequences of CCIMs for the focal customer’s service experience and the service provider’s image. The CCIM typology and propositional inventory, in addition to offering directions for further research, emphasize the need for service managers to pay special attention to customer copresence because (1) its influence on service experience is contingent on a variety of factors, including some within the managers’ control, and (2) customers might assign responsibility to the service provider for both desirable and detrimental effects of customer copresence.
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Mishra, Vishal, und Sridhar Vaithianathan. „Customer personality and relationship satisfaction“. International Journal of Bank Marketing 33, Nr. 2 (07.04.2015): 122–42. http://dx.doi.org/10.1108/ijbm-02-2014-0030.
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Purpose – The purpose of this paper is to examine the influence of customer personality and customer relationship proneness (CRP) on customer’s relationship satisfaction (CS) with the firm in emerging economies context. In the study, the authors state that the relationship proneness of the customer (CRP) would be influenced by personality trait of the customer. To examine the argument on personality trait, the authors have adopted Big Five personality trait theory in this study. The authors also argue that CRP would influence CS. Furthermore the authors put forth that customer’s perception of marketer’s relationship orientation (RMO) would mediate the relationship between CRP and CS. Design/methodology/approach – Data for the study were collected through structured questionnaire. A sample of 428 respondents was obtained through questionnaire survey (response rate 41.19 percent) and the hypotheses depicting the aforementioned relationships were empirically tested in the context of banking services in India. Structural equation modeling (SEM) technique was used for data analysis. Findings – The results confirm that personality traits influences CRP. Further, customer’s perception of RMO is found to have a mediating effect. Research limitations/implications – The study utilizes cross-sectional data, so the results of the study might vary depending upon the context (country/sector). Practical implications – The outcomes of the study can be utilized by the marketers, particularly in the emerging economies like India for formulating targeted strategies in accordance with the personality type of the customers. Originality/value – The relationship between CRP, personality traits and CS of the customer using Big Five personality theory has been empirically analysed in the context of an emerging economy.
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Afriani, Lita Ningrum, und Hendro Setyono. „PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)“. Jurnal Fokus Manajemen Bisnis 7, Nr. 2 (13.02.2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.
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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.
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Purwa, Ida Bagus Ngurah Satwika, und I. Gusti Agung Ketut Sri Ardani. „PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH“. E-Jurnal Manajemen Universitas Udayana 7, Nr. 1 (05.12.2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.
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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.
Keywords: service quality, customer trust, customer satisfaction.
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Yulisetiarini, Diah, Rizal Syahrial Riadi und Gusti Ayu Wulandari. „Pengaruh Customer Relationship Marketing Terhadap Customer Loyalty Melalui Customer Value Pada Bank Jatim Di Jember“. e-Journal Ekonomi Bisnis dan Akuntansi 4, Nr. 2 (14.11.2017): 178. http://dx.doi.org/10.19184/ejeba.v4i2.5794.
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This research is aimed to analyse the influence of customer relationship marketing and customer value to customer loyalty in Bank Jatim Jember. This reserach using explanatory research aproach, the population are those customers who of bank jatim jember with obtained 110 respondents as sample using ferdinand formulas .The analyse method in this research using path analyse .The result of this research is customer relationship marketing significantly influenced customer value, customer relationship marketing significantly influenced customer loyalty, customer value significantly influenced customer loyalty .
Keywords: Instability of exports, instability indexes, non-oil, export
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Erdis, Cindy, und Michael Du Toit. „Household Life Cycle: The Case Of Customer Satisfaction In Restaurants“. International Business & Economics Research Journal (IBER) 13, Nr. 2 (27.02.2014): 335. http://dx.doi.org/10.19030/iber.v13i2.8450.
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The restaurant industry is rife with customers experiencing unacceptable levels of customer service, resulting in many customers often deciding to take their patronage elsewhere. Marketing researchers have long been investigating the influence of family on customer behaviour and satisfaction, but very limited research has been done on the influence of the family structure on customer satisfaction in restaurants. This article examines the influence of household life cycle on customer satisfaction in selected restaurants in the Tshwane area of Gauteng, South Africa. An empirical study was conducted with the aim of establishing if the stage in the household life cycle of restaurant patrons has an influence on the level of customer satisfaction experienced when visiting restaurants. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, it was found that the stage in the household life cycle of restaurant patrons does indeed have an influence on how satisfied customers were with regard to certain aspects relating to customer service, which in turn influences their overall customer satisfaction. This is important for restaurants who want to retain customers based on their loyalty and to ultimately increase profitability.
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Rizwan, Muhammad, Rashid Hayat und Mohsin Ali. „Antecedents of Customer Switching Intentions: A case study of Nokia Mobile Phones’ users“. Journal of Public Administration and Governance 3, Nr. 3 (10.08.2013): 375. http://dx.doi.org/10.5296/jpag.v3i3.6227.
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The current study moves beyond satisfaction and proposes that switching variables are important factors impacting a customer’s decision to switch from a service provider. The purpose of the study analyzes customer switching intention about Nokia mobile. In this sample only one company’s customers include, so the findings may not be generalized to other companies. There are many variables which impact on customer decision and enable to customer choose the better services which available in market. These variables impact on customer decision in many ways like, perceived switching cost, the attractiveness of alternatives and service quality. We propose this study to find and support those variables model which influence between core-service satisfaction and customer switching intention. The results indicates that the influence of core-service quality satisfaction on repurchase intentions and decreases switching intention and make customer loyal with that product for a long period. Although switching variables had no influence on repurchase intentions when satisfaction was high, switching variables positively influenced on repurchase intentions when satisfaction was low. Future research in other service industries is called for.
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Yadav, Brijesh Kumar, und Abhijeet Singh. „Analyzing the Influence of Customer Relationship Management on Firm Performance“. International Journal of Customer Relationship Marketing and Management 5, Nr. 3 (Juli 2014): 69–97. http://dx.doi.org/10.4018/ijcrmm.2014070105.
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Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensible for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.
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Wachyuni, Suci Sandi. „THE EFFECTS OF SERVICE QUALITY, CUSTOMER PERCEIVED VALUE, AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY OF DAMRI TOUR BUS“. Journal of Business on Hospitality and Tourism 5, Nr. 2 (16.12.2019): 285. http://dx.doi.org/10.22334/jbhost.v5i2.168.
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Based on the data from Transportation Department of Indonesia, commonly total of tourist bus company and total unit of tour bus continues to increase every year. The increasing number of competitors will affect customers looking away easily from one service provider to another. Then, DAMRI as one of the providers, has to make efforts for maintaining and increasing customer’s loyalty. The purpose of this study to determine the effect of service quality, customer perceived value, and customer satisfaction towards customer loyalty of DAMRI Tourist Bus.This research is a quantitative research. Sampling technique is non Probability Sampling, purposive sampling. Data collection is done through interview and questionnaires. Statistical analysis techniques is done through regression analysis and hypothesis testing t test and F test (SPSS 20.0). The results being obtained: service quality (X1) and customer perceived value (X2) significantly influence customer loyalty (Y). In other hand, customer satisfaction (X3) does not significantly influence customer loyalty (Y); But X1, X2, and X3 simultanously influence Y. The manager is advised to continously make efforts in order to improve customer loyalty. Further research is needed to identify the factors that have more influence over customer loyalty of DAMRI Tourist Bus.
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Rashid, Abdul, und Varsha Rokade. „Service Quality Influence Customer Satisfaction and Loyalty“. UKH Journal of Social Sciences 3, Nr. 1 (24.06.2019): 50–61. http://dx.doi.org/10.25079/ukhjss.v3n1y2019.pp50-61.
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Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.
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Budianto, Apri. „Customer Loyalty: Quality of Service“. Journal of Management Review 3, Nr. 1 (01.01.2019): 299. http://dx.doi.org/10.25157/jmr.v3i1.1808.
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This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.
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Sa’adah, Haqiqotus, und Imam Sopingi. „Marketing Mix-7P dan Religi Terhadap Keputusan Menjadi Nasabah (Survey Pada PT. Bank BRISyariah KCP Wahid Hasyim Jombang)“. MALIA: Journal of Islamic Banking and Finance 3, Nr. 1 (11.05.2019): 59. http://dx.doi.org/10.21043/malia.v3i1.8089.
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<p class="Normal tm5"><em><span class="tm7">This study aims to test how far the decision to become a customer or customer interest in sharia banking, especially PT. Bank BRISyariah KCP Wahid Hasyim Jombang by observing customer’s behaviors. There are seven factors that influence the decision to become a customer, they are product, price, place, promotion, people, process, and physical evidance called marketing mix-7p and one special factor ini this case is religion. Religious factor in this study is the image of sharia.</span></em></p><p class="Normal tm8"><em><span class="tm7">The results showed that marketing mix-7p variables (X1) and religion variables (X2), had a positive influence. The regression equation Y = -5.792 + 0.234 + 0.644. The F test (simultaneous) showed that the marketing mix-7p variables and religion variables both had significant influences on the decision to be a customer with a significance level of 0.000 or 0%. But based on T test (partial), marketing mix-7p variables significantly influence the decision to become a customer of 0,000, while religious variables significantly influence the decision to become a client of 0.001. The contribution of marketing mix-7p and religion variables to the decisions to become customers is shown by the coefficient of determination that has been equaled 0.783 means that the marketing mix-7p and religion influence the decision to become a customer of 78.3% while sisahnya by 22% influenced by other variables outside the model Used by researchers.And the result of this research get R = 0,885 show R almost close to number 1, meaning between marketing mix-7p and religion variable to decision become customer have influence.</span></em></p>
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Handayani, Dola Fitritha Raras, Retno Widowati PA und Nuryakin Nuryakin. „The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty“. Jurnal Siasat Bisnis 25, Nr. 2 (2021): 119–30. http://dx.doi.org/10.20885/jsb.vol25.iss2.art3.
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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.
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Liu, Xiao-Yu, Nai-Wen Chi und Dwayne D. Gremler. „Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects“. Journal of Service Research 22, Nr. 3 (17.03.2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.
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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.
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Puruwita, Dita. „THE INFLUENCE CELLULAR PROVIDER SERVICE QUALITY TOWARDS CUSTOMER LOYALTY INDOSAT IN JAKARTA“. Jurnal Pendidikan Ekonomi dan Bisnis (JPEB) 2, Nr. 2 (31.10.2014): 53. http://dx.doi.org/10.21009/jpeb.002.2.4.
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This research aims are to find out how well the service quality of PT Indosat Jakarta, how loyal are the customers, and how far the effect of the service quality toward the customers loyalty Indosat in Jakarta. The category of this research are descriptive and verification with surveys method by using a convenience sampling. The sample sizes is 120 respondents of Indosat customers. Therefore, the data collecting technique used are from secondary data, interview, observation and questionnaires. The result of this research based on hypothetical test indicates that there is a effect between the service quality and the customer loyalty. The conclusion of this research is that the performance of the service quality provided by Indosat is still under the customer expectation. It is suggested to the management of PT. Indosat, to improve and maintain their service quality in the dimension that is regard as important, as well the customer’s loyalty level.
Keywords : Service Quality, Customer Loyalty, Indosat
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Meilisa, Kristin, und Marijati Sangen. „ANALISIS PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH DALAM MEMILIH PRODUK PERBANKAN (STUDI KASUS PADA NASABAH PRIORITAS BANK-BANK BUMN DI BANJARMASIN).“ JWM (Jurnal Wawasan Manajemen) 6, Nr. 1 (26.02.2019): 61. http://dx.doi.org/10.20527/jwm.v6i1.160.
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<p><em>This study aims to identify and analyze the influence of relationship marketing in the form of understanding customer expectations, building service partnership and trust simultaneously and partially to customer satisfaction on choosing banking products, a case study of priority customers on public Banks in Banjarmasin. The study was conducted by using multiple linear regression analysis to find the influence of the independent variable (X) to the dependent variable (Y), simultaneously and partially. The results showed that simultaneously relationship marketing variables significantly influenced customer. Partially, understanding customer expectations has no significant effects to customer satisfaction. Building service partnership and trust significanly influence customer satisfaction and trust is a dominant variable in achieving customer satisfaction. Public Bank in Banjarmasin should be able to increase trust its customers with all efforts.</em></p>
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Gao, Lily (Xuehui), Iguácel Melero-Polo und F. Javier Sese. „Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence“. Journal of Service Research 23, Nr. 2 (13.06.2019): 174–93. http://dx.doi.org/10.1177/1094670519856119.
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Financial service organizations are increasingly interested in ways to improve the service experience quality for customers, while customers progressively perceive the commoditization of banking services. This is no easy task, as factors outside the control of the service firm can influence customers’ perceptions of their experience. This study builds on the customer equity framework to understand the linkages between what the firm does (customer equity drivers: value equity, brand equity, and relationship equity), the social environment (social influence), the customer experience quality, and its ultimate impact on profitability. Using perceptual and transactional data for a sample of customers of financial services, we demonstrate the central role played by factors under the control of the firm (value, brand, and relationship equity) and those outside its control (social influence) in shaping customers’ perceptions of the quality of their experience. We offer new insights into the moderating role of social influence in the linkages between the customer equity drivers and the customer experience quality. The managerial takeaway is that the impact of customer equity drivers on the customer experience quality is contingent on the influence exerted by other people and that enhancing customer experience quality can be a way to increase monetary returns.
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Peksa, Tereze, und Jānis Pekša. „E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION“. ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (17.06.2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
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With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Seh Tah, Irene, und Awo Kyemenua Darko. „Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana“. Global Journal of Educational Studies 4, Nr. 2 (21.12.2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.
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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office, food and beverage and housekeeping. From management perspective, it was realized that 40% of customers mostly patronize housekeeping services and 40% also patronize food and beverage services mostly. Finally the study found that, factors such as trust, commitment, high quality services, customer satisfaction and reward programmes influence customer loyalty in the hotel industry. Customer satisfaction appeared to be the major factor that influences customer loyalty in hotels. Hotel managers and employees should therefore maintain a friendly relationship with customers and customer’s needs should constantly be met as this could help to make customers highly satisfied.
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Kartika Sari Girsang, Runita, Sumiati Sumiati und Achmad Helmy Djawahir. „THE INFLUENCE OF SELF-SERVICE TECHNOLOGY AND CUSTOMER RELATIONSHIP MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION“. Jurnal Aplikasi Manajemen 19, Nr. 1 (01.03.2021): 217–28. http://dx.doi.org/10.21776/ub.jam.2021.019.01.20.
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The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.
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Santos Branca, Sanzinha dos, Luh Komang Chandra Dewi und Augusto da Conceição Soares. „The Effect Of Innovation Product, Service Quality To Customer Satisfaction And Customer Loyalty Of Banco Nacional De Comercio Timor-Leste/BNCTL Dili“. ABM : International Journal of Administration, Business and Management 2, Nr. 2 (07.12.2020): 149–68. http://dx.doi.org/10.31967/abm.v2i2.396.
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The objective of this thesis is to analyze and explain: 1) The effect of product innovation to customers’ satisfaction, 2) The effect of services quality to customers’ satisfaction, 3) The effect of products’ innovation to customers’ loyalty. 4) The effect of services quality to customers’ Loyalty. And 5) The Effect of customers’ satisfaction to customers’ loyalty. The data collection in this research through distribution of questioner to customers of BNCTL Bank in Dili. The sampling technique used is non-probability sampling with purposive sampling technique, total of 80 respondents were chosen. The data is analyzed by using descriptive statistic and inferential in path analysis With SMARTPLS. The result of the research shows that innovation product and service quality have positive and significant influence to customer satisfaction and customer’s loyalty of Bank BCNTL in Dili. In addition, customer satisfaction have positive and significant influences to customer’s loyalty. Therefore, the more BNCTL banks sold their innovating products according to the needs and desires of customers by paying attention to the three indicators, the customer satisfaction and loyalty will also increase. In addition, the better quality of service received by the customer, it will further increase the satisfaction and loyalty of customers of the BNCTL bank in Dili. Therefore, it is hoped that the bank will always pay attention to product innovations that are in accordance with the needs and desires of customers So that satisfaction and loyalty are also increases.
Keywords: Product Innovation, Service of quality, Satisfaction and Customer Loyalty.
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Sarkar Sengupta, Aditi, und Sreejesh S. Pillai. „Impact of other customers on service quality evaluation and revisit intention in hospitality services“. International Journal of Culture, Tourism and Hospitality Research 11, Nr. 2 (05.06.2017): 182–92. http://dx.doi.org/10.1108/ijcthr-08-2015-0090.
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Purpose The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU). Design/methodology/approach A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses. Findings Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU. Originality/value This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”
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Biswas, Karl Markos, Mohammed Nusari und Abhijit Ghosh. „The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation“. INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION 5, Nr. 6 (2019): 7–14. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.56.1001.
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Researching customer satisfaction becomes key for organizational competitiveness because satisfied customers become loyal customers. Therefore, it is important to measure customer satisfaction towards online shopping, since satisfied customers will make repetitive purchases and provide recommendations to others, thus generating the profit for a particular e-commerce company. Customer satisfaction towards online shopping can significantly be influenced by website service quality, hence many of the previous studies set up to show the relationship between website service quality and customer satisfaction. But still, limited literature has been focused on the mediating effects of the confirmation of customer expectation on the relationship between website service quality and customer satisfaction. Hence, the aim of this study is to measure customer satisfaction based on the website service quality with confirmation of customer expectation. A total of 500 questionnaires were distributed to online customers who are working in the private banks in Bangladesh. Our of 500, a total of 342 questionnaires were used for further analysis, representing a response rate of 68.40%. The hypothesis for direct effect was tested by regression analysis using Statistical Package for the Social Sciences (SPSS). The result of the study revealed that website service quality has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards online shopping. Implications and directions for future research are also highlighted in this present study.
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Jaiswal, Shefali, und Anurag Singh. „Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction“. Paradigm 24, Nr. 1 (28.05.2020): 41–55. http://dx.doi.org/10.1177/0971890720914121.
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The role of online retailing is increasing with each passing day for any business and therefore offering value to the customer which in turn also yield benefit to the retailer and differentiate it from the competitors is an important task. By getting an idea of how customer perceive and evaluate the offerings, retailers may be able to influence the customers in that particular direction. This research paper aims in identifying the major factors or attributes that affect the customers, evaluating their overall experience while shopping on the digital platform and also their impact on online customer satisfaction. This study aims to explore the determinants of online customer experience of Indian shoppers and its effect on the satisfaction of the customers. For the purpose, 325 e-shoppers were surveyed through online mode using snow ball sampling technique. To achieve the objective, exploratory factor analysis was used and multiple regressions were applied. Furthermore, the findings suggest that economic value, customization, post-purchase experience and customer services are the major factors on which customers evaluate their overall online experience and satisfaction.
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Tauriana, Dian, und Ni Made Dini Arisani. „Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta“. Binus Business Review 3, Nr. 1 (31.05.2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.
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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Nicod, Lionel, und Sylvie Llosa. „How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction“. Recherche et Applications en Marketing (English Edition) 33, Nr. 4 (02.07.2018): 46–73. http://dx.doi.org/10.1177/2051570718783151.
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This research examines the effect of customer training on the customer’s role during service encounters. We examine its influence on coproduction outcomes from the standpoint of both the company (productivity) and the customer (customer satisfaction). The analysis of the influence of customer training is implemented in two stages. First, we establish that customer training improves the company’s productivity without decreasing customer satisfaction. With this verified, we consider the content of training (cognitive vs cognitive and affective) and the medium deployed (employees vs digital). We then establish that training increases productivity more when its content is both cognitive and affective, whereas the medium has no effect. Conversely, when employees deliver training, customer satisfaction is higher, while training content has no effect on this variable. Results provide guidelines for enhancing the benefits for both companies and customers.
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Mohd-Ramly, Suhaily, und Nor Asiah Omar. „Exploring the influence of store attributes on customer experience and customer engagement“. International Journal of Retail & Distribution Management 45, Nr. 11 (13.11.2017): 1138–58. http://dx.doi.org/10.1108/ijrdm-04-2016-0049.
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Purpose The global retail landscape has changed drastically. The rising role of Asia as one of the fastest growing international retail penetration and expansion will continue to make the region to be the driving force in world economic growth. However, the ambitious expansion plans are making the retail sector to be more challenging. Emphasizing on the customer experience and enhancing the value proposition to customers are undeniably vital factors for the long-term survival of any retail business. Therefore, the purpose of this paper is to examine the influence of store attributes on customer experience and customer engagement in the context of department store in Malaysia. Subsequently, the influence of customer experience on customer engagement is also analyzed. Design/methodology/approach Using drop and collect survey, 484 valid responses of department store cardholders of age 18 years and above in the area Klang Valley, Malaysia, were collected. PLS structural equation modeling was used to test the hypotheses of this study. Findings Results revealed that customer experience is influenced by merchandise, store atmosphere, and loyalty program, while customer engagement is influenced by merchandise, communication, interpersonal communication, and loyalty. In contrast, post-transaction services were found to have non-significant impact on both customer experience and customer engagement. Analysis also revealed a strong relationship between customer experience and customer engagement. Research limitations/implications This study is carried out on customers of department store in Malaysia. However, the researchers urge other researchers to replicate the study from different countries and category of department stores. Originality/value Retail researchers recognize little knowledge on the contribution of store attributes to customer experience and customer engagement. This paper represents original research that encourages foreign retailers to employ service-dominant logic as a new marketing thought in designing strong customer engagement and experience strategies to capture the Malaysia market.
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Jiang, Yiran, Lan Xu, Nan Cui, Hui Zhang und Zhilin Yang. „How does customer participation in service influence customer satisfaction? The mediating effects of role stressors“. International Journal of Bank Marketing 37, Nr. 3 (07.05.2019): 691–710. http://dx.doi.org/10.1108/ijbm-12-2017-0261.
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Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived role stress. Therefore, customer participating width and depth can affect customer satisfaction in two different ways. On the one hand, role stressors (i.e. role ambiguity and role conflict) in customer participation have a negative effect on customer compliance, decreasing customer satisfaction. On the other hand, role stressors have a positive effect on customer creativity, increasing customer satisfaction. Originality/value No prior studies, thus far, have examined how customer perceived role stressors in service participation affect customers’ role performance and satisfaction in the service process. The current research identifies the characteristics of customer participation from the perspectives of task role set. On the basis of role stressor theory, this research examines the effects of customer participation width and depth on customer satisfaction using customer perceived role stressors as mediating variables. This research also investigates the mixed effect of role stressors on customer satisfaction. It provides empirical support for the role of customers as “co-creators” by distinguishing customers’ creative behaviors from customer compliance and finds the positive effect of role stressors on customer satisfaction via customer creativity.
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Chaudhary, Namrata, und Drimik Roy Chowdhury. „Data Preprocessing for Evaluation of Recommendation Models in E-Commerce“. Data 4, Nr. 1 (31.01.2019): 23. http://dx.doi.org/10.3390/data4010023.
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E-commerce businesses employ recommender models to assist in identifying a personalized set of products for each visitor. To accurately assess the recommendations’ influence on customer clicks and buys, three target areas—customer behavior, data collection, user-interface—will be explored for possible sources of erroneous data. Varied customer behavior misrepresents the recommendations’ true influence on a customer due to the presence of B2B interactions and outlier customers. Non-parametric statistical procedures for outlier removal are delineated and other strategies are investigated to account for the effect of a large percentage of new customers or high bounce rates. Subsequently, in data collection we identify probable misleading interactions in the raw data, propose a robust method of tracking unique visitors, and accurately attributing the buy influence for combo products. Lastly, user-interface issues discuss the possible problems caused due to the recommendation widget’s positioning on the e-commerce website and the stringent conditions that should be imposed when utilizing data from the product listing page. This collective methodology results in an exact and valid estimation of the customer’s interactions influenced by the recommendation model in the context of standard industry metrics, such as Click-through rates, Buy-through rates, and Conversion revenue.
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Yoo, Jaewon, und Todd Arnold. „Frontline employee authenticity and its influence upon adaptive selling outcomes“. European Journal of Marketing 53, Nr. 11 (11.11.2019): 2397–418. http://dx.doi.org/10.1108/ejm-04-2017-0290.
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Purpose Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective, specifically examining the influence of adaptive selling in relation to a customer’s perception of salesperson authenticity. Effects on customer’s perceptions of final benefits and value are examined. Design/methodology/approach Survey data collected from customers of an insurance firm in South Korea were used to investigate the proposed model. Customer perceptions of salesperson adaptive selling, authenticity, key benefits delivered and organizational value provision were all captured. Findings The results suggest that authenticity does indeed positively influence perceptions of beneficial outcomes related to a transaction with a salesperson. These benefits then fully mediate the linkage from adaptive selling to a customer’s perceived value, gained from the salesperson’s organization. Research limitations/implications The collection of data from only the customer’s perspective is both a strength and a weakness. Although all of the key variables investigated are important to evaluate via the lens of the customer, such a data collection always introduces the potential problem of common method bias. Practical implications Managers should be aware of the importance of a salesperson behaving in an authentic manner. Although many frontline contexts have desired and scripted narratives for interacting with customers, deriving key benefits through the customers’ eyes may come more strongly by allowing the frontline employee to act naturally. Originality/value Authenticity has been investigated in managerial and brand contexts, but an understanding of its importance in a frontline context is in its early stages. Similarly, the importance of understanding conditions that moderate the effectiveness of adaptive selling is consistent with calls in the literature.
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Abioro, Matthew Adekunle, und Samuel Abimbola Odunlami. „IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY“. Business Excellence and Management 11, Nr. 2 (05.06.2021): 5–18. http://dx.doi.org/10.24818/beman/2021.11.2-01.
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Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.
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Holmqvist, Jonas, Duncan Guest und Christian Grönroos. „The role of psychological distance in value creation“. Management Decision 53, Nr. 7 (17.08.2015): 1430–51. http://dx.doi.org/10.1108/md-06-2014-0335.
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Purpose – The field of service research has devoted considerable attention to the customer’s role as value creator, but there is a lack of research on understanding customers’ psychological processes in value creation. The purpose of this paper is to highlight the importance of psychological distance in value-creation processes. Psychological distance is the customer’s perceived distance from service interactions in terms of spatial distance, temporal distance, social distance and hypothetical distance. Critically, psychological distance influences cognitive processes and can influence how customers think and feel about the service interaction. An appreciation of psychological distance within service contexts can help managers to tailor the interaction in order to facilitate value creation. Design/methodology/approach – In this conceptual paper, the authors build on psychology research and service research to develop seven propositions that explore how psychological distance can operate within service interactions and how this might influence value creation. Findings – The authors divide the propositions into three sections. The first concerns how perceived psychological distance from the service interaction can act as a barrier to entering a service interaction. In particular, the authors consider the influence of social distance and spatial distance within the context of service interactions. The second section examines how psychological distance to the expected point of service use can influence how customers construe the service and the value creation. The third aspect addresses customer-specific characteristics that can impact on value creation by influencing perceived psychological distance toward the service. Research limitations/implications – Existing research suggests that customers ultimately decide if value is created in the interaction. This paper proposes that perceived psychological distance influences customers’ value creation by examining the service interaction from the customer perspective. The authors suggest that complex context-specific features of the service interaction can be understood by considering psychological distance from the service interaction and from the service itself and evaluating how this impacts on value-creation processes. Practical implications – From a practical point of view, the paper helps managers to better understand how to manage the service interaction with customers by identifying psychological antecedents of customer value creation. Originality/value – The paper introduces the notion of psychological distance into service research about value, proposing that the customer’s role in creating value in interactions with the service provider is influenced by the psychological distance to the interaction and to the service offered in this interaction.
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Masri, Ni Wayan, Jun-Jer You, Athapol Ruangkanjanases und Shih-Chih Chen. „The Effects of Customer Learning and Shopping Value on Intention Purchase and Reuse in a Digital Market: The Institutional Trust–Commitment Perspective“. Sustainability 13, Nr. 8 (13.04.2021): 4318. http://dx.doi.org/10.3390/su13084318.
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The successes of the digital market depend on customers’ intentions to purchase and reuse products or services. Previous studies have extensively discussed customer shopping value and customer learning, but most studies have analyzed the influencing factor as a single entity and seldom investigated the combination of two factors based on the institutional trust–commitment mechanism. We based this study on the e-commerce institutional trust–commitment mechanism (customers’ trust and commitment calculation) to investigate the influence of customer learning (product and website knowledge) and customer shopping value (monetary value, product evaluation cost, and customer reputation) on customers’ intentions to purchase and reuse products. The data sample included 279 respondents with experience of electronic shopping in Taiwan. The results show that customer learning and customer shopping value positively and significantly influence customers’ trust and customers’ calculation commitment and indirectly influence customers’ intention to purchase and reuse. However, dimensions of customer learning, such as website knowledge, do not affect customers’ trust and commitment but have a partially an indirect relationship with customers’ trust via the influence of product knowledge. In addition, product knowledge has a partially indirect effect on customers’ intention to reuse products or services through the influence of product knowledge and customers’ trust in online vendors in the digital market environment. The findings presented here have important theoretical and practical implications for scholars and digital market providers.
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Norizan, Nor Sabrena. „The Influence of Perceived Organisational Justice on Customer’s Trust: An Overview of Public Higher Educational Students“. International Journal of Business and Management 3, Nr. 3 (25.06.2019): 1–8. http://dx.doi.org/10.26666/rmp.ijbm.2019.3.1.
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This paper focused on the issues of customer’s trust within the telecommunication industry in Malaysia. This paper looked into the importance of perceived organisational justices towards customer trust. In the event of service recovery, it is important for the managers to monitor closely the current processes (procedural justice), outcomes (distributive justice) and the communication between employee and customer (interactional justice). This with help the organisation to maintain customer loyalty and minimize customer switching to a different mobile provider. Primary data is collected through survey questionnaires from 181 customers who are the major mobile users in the industry. Likert scales were used and all variables demonstrated good values of consistency. This study found that, procedural justice, distributive justice and interactional justice are all having significant relationship towards customer trust. It is an indication that perceived organisational justice is an important antecedent for customer trust especially during service recovery period.
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Haitami, Muhammad Hajar, und Syafrizal Helmi Situmorang. „Analisis Pengaruh Service Failure terhadap Kepuasan Pelanggan Melalui Service Recovery pada Pelanggan OYO di Kota Medan“. INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia 2, Nr. 2 (01.03.2019): 236–50. http://dx.doi.org/10.31842/jurnal-inobis.v2i2.87.
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The purpose of this study was to determine the influence of service failure on customer satisfaction through service recovery for OYO customers in Medan City. This type of research is associative research. The population in this study were customers of OYO in Medan City. The sample in this study were 150 customers of OYO in Medan City who have complained. The analytical method used in this study is descriptive analysis method and path analysis that was proceseed statistically with SPSS for windows software. The result of the mediation test show that service recovery significantly mediates the relationship between service failure and customer satisfaction. The result of path analysis, the service failure variable has a negative and significant influence on customer satisfaction, the service failure variable has a negative and significant influence on service recovery, and the service recovery variable has a positive and significant influence on customer satisfaction. Based on the size of the Adjusted R-square, it can be seen that the service failure and service recovery variables simultaneously influence the customer satisfaction of 49,5% while the remaining 50,5% is influenced by other factors outside the variables studied.
Keywords: Service Failure, Service Recovery, Customer Satisfaction, Path Analysis
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Tomazelli, Joana, Patricia Liebesny Broilo, Lélis Balestrin Espartel und Kenny Basso. „The effects of store environment elements on customer-to-customer interactions involving older shoppers“. Journal of Services Marketing 31, Nr. 4/5 (10.07.2017): 339–50. http://dx.doi.org/10.1108/jsm-05-2016-0200.
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Purpose The purpose of this study is to investigate older shopper behavior in a retail environment. The study focused on how the environment elements of supermarket stores influence older customers to interact with other customers when they shop for groceries. Design/methodology/approach Various qualitative research techniques were undertaken, including interviews with retail architecture experts, store employees, a psychologist and a gerontologist; in addition, five interviews followed by three focus groups were conducted with older shoppers in Brazil. Findings Customer-to-customer interactions that are related to the environment elements of supermarkets tend to influence the shopping experience of the older shoppers, which has an impact on satisfaction. Although some customers may value social contact, some interactions can involve discomfort and embarrassment. Research limitations/implications The study sheds light on the understanding of the influence of the environment elements of supermarket stores on customer-to-customer interactions, and it proposes such interactions to be a relevant strategy that is used by older customers to maximize their satisfaction, although such strategies can also lead to dissatisfaction. Practical implications The findings provide insights regarding the specific needs of older customers in a supermarket context, associated with the design and ambient elements of the store environment, which can be valuable for retailers and policy-makers. Originality/value Considering the limited understanding of older shoppers and their experiences, this study provides a thorough understanding of how the retail environment can influence customer-to-customer interactions that involve older shoppers. Moreover, the study captures how interactions, which are influenced by the retail environment, can result in dissatisfaction; however, such interactions can also be used by older customers to modify their satisfaction with the shopping experience.
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Roberts-Lombard, Mornay, Lauren Strachan und Leon Du Plessis. „The influence of trust, commitment and conflict-handling on customer loyalty: A parallel investigation“. Journal of Economic and Financial Sciences 6, Nr. 1 (30.04.2013): 195–216. http://dx.doi.org/10.4102/jef.v6i1.284.
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The primary objective of this article is to compare the influence of trust, commitment, and conflict-handling on customer loyalty through the intervening role of Customer Relationship Management (CRM) in the life and non-life insurance sector of South Africa. Primary data was gathered using a questionnaire. The sample consisted of 254 life insurance and 400 non-life insurance customers in South Africa. Multiple regression analysis was used to test the hypotheses. For the life insurance component of the study, trust, commitment and conflict-handling exerted a statistically significant positive influence on CRM. CRM also positively influenced customer loyalty. For the non-life insurance component of the study, no significant relationship exists between trust and CRM. A significant positive relationship does exist between conflict-handling and CRM, while a significant negative relationship exists between commitment and CRM. Therefore, life and non-life insurance providers should retain and develop loyal customers by being trustworthy (giving and keeping promises, providing quality services and illustrating a respect for customers), committed (enhanced segmentation of the customer base and increased customer surveys), and, lastly, by resolving conflicts in a timely and acceptable manner, limiting the difficulties and disappointment experienced by the customer.
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Lin, Cheng-Yu, und Jiun-Sheng Chris Lin. „The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter“. Journal of Service Management 28, Nr. 1 (20.03.2017): 107–32. http://dx.doi.org/10.1108/josm-08-2015-0251.
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Purpose Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still lacks a sufficient understanding of how service employees’ nonverbal communication affects customer-employee rapport development in service encounters. The purpose of this paper is to fill this research gap by proposing and testing a model that explores how service employees’ nonverbal communication (employee affective delivery and behavioral mimicry) influences customer positive emotions and customer-employee rapport. The mediating role of customer positive emotions and the moderating role of store atmosphere in the process of customer-employee rapport development were also assessed. Design/methodology/approach Using an observational methodology in conjunction with a customer survey, multi-source survey data collected from 303 customer-employee pairs in the apparel retailing industry was examined through structural equation modeling and regression analysis. Findings Results showed that employee nonverbal communication positively influenced customer positive emotions and customer-employee rapport. The partial mediating role of customer positive emotions and the moderating role of store atmosphere in the process of rapport development were also confirmed. Practical implications Service firms should train and motivate employees to use nonverbal communication to develop and strengthen customer-employee rapport. The importance of customer positive emotions in the service process should be addressed in the customer-employee rapport development process. Moreover, service managers should also allocate firm resources to create a well-designed store atmosphere for target customers. Originality/value This research represents one of the earliest studies to explore and empirically test the influence of employee nonverbal communication on customer-employee rapport development in service encounters. The partial mediating role of customer positive emotions and the moderating role of store atmosphere on the relationship between employee nonverbal communication and customer-employee rapport were also proposed and confirmed.
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Rahmawati, Gresia, Mohd Harisudin und Hanifah Ihsaniyati. „Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya“. SEPA: Jurnal Sosial Ekonomi Pertanian dan Agribisnis 14, Nr. 2 (15.02.2018): 135. http://dx.doi.org/10.20961/sepa.v14i2.25004.
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<p><em>The purpose of this research are (1) to know the influence of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality (X1), price (X2) and service quality (X3) simultaneously influenced the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>
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Juharsah, Juharsah. „Peranan Rasa Syukur, Kepercayaan, dan Komitmen dalam Memediasi Pengaruh Ikatan Finansial, Ikatan Sosial, Ikatan Kustomisasi, dan Ikatan Struktural Terhadap Loyalitas Nasabah Bank Sultra“. Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) 2, Nr. 2 (17.03.2019): 1. http://dx.doi.org/10.33772/jumbo.v2i2.1838.
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This study aims to examine and analyze mediating role of gratitude, trust, and commitment in financial, social, customization, and structural bonding on Bank Sultra customer loyalty. Total sample are 354 respondents through Slovin formula.The respondent obtained by convenience sampling method. Data for needs analysis questionnaires were obtained by using a Likert scale of 5 points.The data were then analyzed with methods of structural equation modeling approach. The analysis showed that; gratitude play a role mediating influence financial, social, customization, and structural bonding on customers trust, customers commitment, and customers loyalty; customer trust play a role mediating influence financial bonding and gratitude on customer commitment and customer loyalty, but did not play a role mediating effect in social, customization, and structural bonding on customers commitment and customers loyalty; customers commitment play a role mediating influence financial bonding, social bonding, customization bonding, structural bonding, gratitude, and customers trust on customers loyalty. Key Words: Consumer Behaviour, Relationship Marketing, Customer Loyalty,Customer Commitment, Customer trust, Gratitude, Financial Bonding, Social Bonding, Customization Bonding, Structural Bonding
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Chang, Wei-Lun, und Chiao-Jung Chang. „Hedonic experience of customer re-patronizing intention: a system dynamics viewpoint“. Kybernetes 46, Nr. 10 (06.11.2017): 1674–91. http://dx.doi.org/10.1108/k-03-2017-0087.
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Purpose This research paper expects to discover the causal relationships between hedonic value and certain factors by using the concept of system dynamics, which is a process-oriented method that can deal with a large number of variables and a higher-order non-linear system. Thus, this research paper’s purposes are to explore the degree of customer delight on re-patronizing intention, investigate the importance of word-of-mouth (WOM) on re-patronizing intention of new customers and discover the gap between service recovery and customer expectation. Design/methodology/approach This research aims to propose a holistic framework to investigate the factors influencing patronizing and re-patronizing intention by utilizing system dynamics. System dynamics uses simulation to investigate the complex economic system in the society; furthermore, it deals with the decision-making problem. The features of system dynamics include non-linearity, information feedback, time delay and dynamic complexity. Findings The result showed that customer hedonic value is a major influence. The authors discovered that customer delight, WOM, service recovery and re-patronizing intention are interrelated. The analysis shows hedonic value indirectly influenced customer delight during service experiential process. The result also indicated that a high hedonic value influenced WOM efficiently. Originality/value This research aims to understand customer hedonic experience and the important factors that influence service experience. The authors used the concept of system dynamics to analyze the proposed model. A causal loop diagram was used to present the relationships among variables. The results reveal that hedonic value is the most critical factor that influences all the other factors. Customers who experience more hedonic value will accelerate the speed of delivery and amount of WOM. The service experience processes of customer delight, WOM and service recovery will affect the customers’ hedonic value and ultimately affect customers’ re-patronizing intention.
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Truong, Ngan Tuyet, Duy Dang-Pham, Robert James McClelland und Mathews Nkhoma. „Service innovation, customer satisfaction and behavioural intentions: a conceptual framework“. Journal of Hospitality and Tourism Technology 11, Nr. 3 (31.08.2020): 529–42. http://dx.doi.org/10.1108/jhtt-02-2019-0030.
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Purpose This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation. Design/methodology/approach The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management. Findings The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception. Practical implications This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately. Originality/value This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.
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Harahap, Isnaini, Yenni Samri Juliati Nasution und Chairina Chairina. „Analysis of Muslim Customer Loyalty Shopping for Fashion in the Traditional Inpres I Market in Kisaran“. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences 4, Nr. 1 (14.01.2021): 28–38. http://dx.doi.org/10.33258/birci.v4i1.1533.
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Customer loyalty is the customer's commitment to a brand, store, or supplier and is reflected in consistent repeat purchases. This customer loyalty can be influenced by product, price, service, and purchasing decisions. The purpose of this study was to determine the direct and indirect influence between product variables, prices, services, and purchasing decisions on the loyalty of Muslim customers shopping for fashion in the traditional Inpres I Market in Kisaran. Method This study uses a quantitative approach with path analysis and a sample of 100 respondents. The results of this study indicate that product, price, and service variables influence purchasing decisions by 66.6% and the remaining 33.4% are influenced by other variables. Whereas product, price, service, and purchasing decision variables affect Muslim customer loyalty in fashion shopping at Traditional Inpres I Market in Kisaran with AA contribution of 70.9% and the remaining 29.1% is influenced by other variables. From the results of the significance test of the indirect effect it was found that there was a significant indirect effect of product, price, and service variables on the loyalty of Muslim customers shopping for fashion through purchasing decisions as an intervening variable in the traditional Inpes I Market in the Range with a 95% confidence level or error rate 5%.
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Gilbert, David, und YingFei Gao. „A Failure of UK Travel Agencies to Strengthen Zones of Tolerance“. Tourism and Hospitality Research 5, Nr. 4 (August 2005): 306–21. http://dx.doi.org/10.1057/palgrave.thr.6040030.
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Companies in all industries face problems pertaining to the issue of retaining customers and securing satisfaction through service quality management. The repeat purchasing behaviour at an individual level is affected by the level of a customer's ‘zone of tolerance’; a term not always fully understood. The purpose of this study is to examine the relationships that customer tolerance has with customer experience, brand trust and customer emotions for travel agency businesses. Customers who have had recent experience with the travel agencies were sampled from two UK travel agencies situated in London and Guildford. One hundred and twenty customers were surveyed face to face through means of a questionnaire. The results utilising Spearman Ranked Order correlation showed that there is a relationship between customer tolerance and customer experience. However, it was found there is no relationship between customer tolerance and customer emotion. In addition, the tests revealed that there is no relationship between customer tolerance and brand trust. The conclusion is that travel agencies are failing to keep in mind the importance of carefully handling customer tolerance and understanding the level of customer tolerance and its influence.