Search results for " Loyalty."
showing 10 items of 53 documents
ORGANIZATIONAL CITIZENSHIP BEHAVIOR, PREDICTOR OF JOB PERFORMANCE
2014
This article outlines the Romanian and foreign studies carried on concerning the subject of Organizational Citizenship Behavior (OCB). The help given to a colleague when necessary he/she needs it, giving up to a better job offer made by competing firms, continous training, all of these define the organizational citizenship behavior and support a proper organizational functioning. Nowadays the concept of „organizational citizenship behavior ” known also as „devoted soldier syndrome” is an unfamiliar term for many managers. As far as managers are concerned they consider that organizational citizenship behavior is almost impossible to be applied in Romanian organizations. This article prezents…
Perceived congruence and online loyalty as segmentation variables in multichannel retailing: a comparison between appparel and electronics
2017
As the interest of the literature on congruity between offline and online stores is relatively recent, empirical evidence is required to help marketing managers choose the most effective ways of contributing to the formation of consistent offerings as well as their contribution to generate customer loyalty. This study examines whether congruity can help to identify segments of heterogeneous consumers that differ significantly regarding these variables as well as other constructs related to the customer relationship with the retailer. The study attempts to identify which congruity attribute(s) are most relevant for differentiating customers by their loyalty towards the online store, so that …
An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector
2016
Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision process, customer satisfaction, customer loyalty, service quality, SERVQUAL model have been discussed along with relevant relationship between them in the literature review and based upon it, a conceptual …
Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels
2016
Purpose– The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty are examined.Design/methodology/approach– The empirical research was conducted in 20 upscale hotels in Rome-Italy, collecting data from 335 guests.Findings– Advanced ICT directly influences perceived quality and image, while the impact of ICT on loyalty is mediated by perceived quality. Additionally, positive and significant relationships are found between the thr…
The role of organizational facilitators in promoting job-related mental health and group service effectiveness: a two-wave analysis
2016
This study aimed to add to knowledge by providing a more systematic integration of work characteristics, workers’ health and performance. The two-wave multi-source study was conducted to test the relationship over time between the healthy states of groups of service-oriented workers and their service effectiveness when their organizations provide facilitators such as training, technical support and autonomy. The study takes healthy states to be a composite of affective-motivational and competent collective states (collective vigour and service competence) and service effectiveness. Service effectiveness was a combination of service quality as assessed by customers and their loyalty intentio…
Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents
2009
Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are central to explaining customer loyalty. However, very few studies in B2B explain the antecedents of customer loyalty. This study adopts the relationship marketing approach, and loyalty behavior is being analyzed in a specific setting: an industrial cluster. Furthermore, the effect of the number of suppliers is analyzed as a possible moderator …
How can perceived consistency in marketing communications influence customer-brand relationship outcomes?
2020
Abstract This paper examines the impact of perceived consistency in marketing communications on customer–brand relationship outcomes. The perception of consistent message and image through different marketing communication tools is one of the basic principles of the integrated marketing communications (IMC) approach. Although literature suggests that IMC might have an influence on customer–brand relationship outcomes, empirical evidence that supports this assumption is still weak and inconclusive. Three main brand relationship outcomes are established for the purpose of the study, i.e. trust, commitment, and loyalty. The relationships between perceived communication consistency and brand ou…
Conspicuous Consumption in Emerging Markets: The Case of Starbucks in Colombia as a Global and Sustainable Brand.
2021
Conspicuous consumption symbolizes ostentatious and material consumption through the purchase of products and services with a higher economic value and that allows their consumers to excel socially. However, conspicuous consumption often does not represent social and environmental values, because their products are often not characterized by being made through sustainable processes. United Nations, through its sustainable development agenda, invited companies to be aware of the social and environmental problems of the world and to be able to generate strategies that can be sustainable over time and allow the growth of both the company and society in general. This study analyses the case of …
Airline Loyalty Determinants among Business Travelers: Empirical Evidence from Croatia
2017
AbstractAirline passenger loyalty has been the subject of several studies set within a general travel context. These studies have helped understanding the influence of variables like brand equity, airline service levels, customer commitment, but also price in tying a passenger to a particular airline. Despite the great economic importance of the business traveler market, no study has, however, so far, exclusively focused on this traveler segment and tried to investigate drivers of repurchase intentions and loyalty of this specific traveler type. This study aims to address this research gap. The findings reveal that business passenger loyalty is far stronger driven by emotional than rational…
Patērētāju lojalitāte pret Eiropā ražotu pārtikas un dzērienu zīmolu produktiem Kazahstānā un tās ietekme uz patērētāju uzvedību.
2019
It is well known that the European produced products are valued around all over the world. Since the tendency of European products procurement are growing rapidly, this research study concentrates on the fact that people from developing countries are differently perceive the purchasing of good produced in Europe. In this reaserch it is more sensible to use the qualitative methods in order to receive comparatively accurate reaction on consumer’s purchasing behavior. In this method of data collecting were participated 90 Kazakstani people, where were in Kazakhstan and Latvia. The number of participants in 90 out of planned 130 has agreed to be more deeply involved in this research work. The n…