Search results for "Consumer behaviour"
showing 10 items of 213 documents
Measuring Adolescent Influence Tactics With Parents in Family Vacation Decisions: A Comparable Scale Across 19 Societies
2019
Exhibiting evidence of the applicability of scales developed in one society to other societies is a critical issue in establishing the general models of consumer behavior. This study investigates the measurement model of adolescent influence tactics with their parents in family vacation decision making in 19 societies. By conducting a series of exploratory and confirmatory factor analyses, adolescent influence behavior emerges in a refined and validated model of four subscales indicating its construct equivalence across societies. Procrustes rotation assessing the similarity of each society’s factor structure reveals a substantial degree of metric equivalence. Moreover, the original measur…
Similarity and Consistency in Hotel Online Ratings across Platforms
2019
Online ratings are a major driver of hotel choice. There are many ratings platforms, and the number of evaluations is huge. This article analyzes if hotel ratings vary across platforms, vary over time, and if consistency in ratings can be observed. Longitudinal online ratings taken from 11 platforms over a two-year period were analyzed through Self-Organizing Maps. The findings suggest a similar pattern of online ratings across most of the platforms, except for Yelp and HolidayCheck. In addition, the evaluation patterns are stable over time, and the analyzed attributes do not contribute decisively to explain the overall evaluation of hotels, which implies that tourists use a noncompensator…
The value proposition of food delivery apps from the perspective of theory of consumption value
2021
Purpose The theory of consumption values (TCV) has successfully explained much consumer choice behavior, but few studies have investigated the values that drive food-delivery application (FDA) use. This study aims to bridge this gap by extending the TCV to the FDA context to examine food consumption-related values and interpreting and rechristening generic consumption values to adapt the TCV to the FDA context. Design/methodology/approach An explorative mixed-method research approach was taken to conduct focus group discussions with 20 target users to develop the questionnaire and then administer it for a cross-sectional survey (pen and pencil) to FDA users aged 22–65 years; 423 complete r…
Different levels of loyalty towards the higher education service: evidence from a small university in Spain
2020
Higher Education Institutions (HEIs) operate in a competitive environment in which the universities must address issues of customer satisfaction and loyalty. This process requires that educational institutions carefully analyse the key factors contributing to student loyalty in all its dimensions and develop strategies accordingly. Customer loyalty is a consistent commitment deeply held by customers to re-purchasing and/or recommending the product or service. This paper aims at understanding the different levels of student loyalty towards HEIs through an empirical study run with 705 graduate students from a small University. According to the students' personal and situational characteristic…
On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads
2011
This study examines psychological resources for service employees and their customers, which enhance the service experiences of both parties during service conversations. We investigate whether customer behaviour (customer-initiated support) positively impacts on employees' affect. We also examine the crossover of employees' affect on customers' affect. State positive affect (PA) was assessed in 82 employees of car dealerships and 421 customers on 2 occasions (before and after the conversation). Multi-level analyses showed the hypothesized positive impact of customer behaviour on employees' PA and in turn of employees' PA on customers' PA. Results are integrated in an overall process model …
Employees' overestimation of functional and relational service quality: A gap analysis
2005
This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the em…
The quality‐value‐satisfaction‐loyalty chain: relationships and impacts
2013
PurposeThe purpose of this paper is to explore the classical topics of services literature in a tourism experience with a means‐end‐model on the quality‐value‐satisfaction‐loyalty chain. Within this wide stream of research, this work has a particular interest on value antecedents and on the sense of the link between value and satisfaction.Design/methodology/approachAn overall tourism experience with positive and negative antecedents (benefits and sacrifices experienced) and classical evaluations (perceived value, satisfaction and loyalty as behavioral intention) is analyzed through two competing structural models measured with partial least squares on a sample of 274 students traveling in g…
Effects of dissatisfaction in tourist services: The role of anger and regret
2011
Abstract Dissatisfied customers due to a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. However, to what extent some specific emotions triggered by dissatisfaction can mediate between the latter and the previous mentioned behaviours? A sample of 359 users of restaurants and 308 users of hotel services has shown that, whereas anger has a significant influence on the three behaviours under study, regret only affects switching and negative word-of-mouth. Furthermore, slight differences between hotels and restaurants have been found because, in the case of restaurants, anger is not an antecedent of switching whereas regret has an inve…
Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1
2011
Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross-level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer s…
Value dimensions in consumers’ experience: Combining the intra- and inter-variable approaches in the hospitality sector
2015
Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable …