Search results for "Customer retention"
showing 10 items of 30 documents
Relational benefits and loyalty in retailing: an inter‐sector comparison
2009
PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implica…
Determinants of customer retention in virtual environments. The role of perceived risk in a tourism services context
2017
Abstract The aim of this paper is to determine whether perceived risk moderates the antecedents of customer retention in online travel purchasing or, whether, on the contrary, those antecedents explain predisposition to repeat purchase from a website, whatever the level of risk. The impact of perceived risk as a moderator of the influence of website reputation, consumer trust in the site and user satisfaction with the shopping experience on repurchase intention was tested through structural equation modelling techniques and multigroup analysis on a sample of 455 Internet purchasers of tourist accommodation. Data analysis confirms the role of satisfaction and website reputation as builders o…
Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships
2008
Physical distribution quality can be considered as a differentiation factor and, in this way, as a source of competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how it might be influenced by technological solutions. The present paper aims at identifying the main antecedents of logistic service quality, examining the influence of technology on logistic service quality and analysing its effects on firm results in terms of customer satisfaction and loyalty in different levels of the marketing channel. The proposed structural equations model is tested empirically in two different samples: 400 consumers and 304 distributors. For both samples, technology as…
Collaborating to innovate: Effects on customer knowledge management and performance
2015
Abstract Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM and customer collaboration's effect on marketing results. Findings have important academic and managerial implications, and show that collaboration with customers and openness to innovation are…
Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model
2006
International audience; Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the q…
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
2017
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…
Value, supplier dependence and long‐term orientation
2011
PurposeIn organizational markets, many companies tend to reduce the number of providers to focus on establishing relationships with few of them. The purpose of this paper is to analyze the influence of relationship value and dependence of supplier on long‐term orientation and customer loyalty in the setting of relationships between travel agencies and their main providers.Design/methodology/approachA partial least square regression is performed to test a proposed model that links several relational variables with outcomes in terms of customer loyalty.FindingsResults provide support for the positive indirect influence of relationship value on long‐term orientation, while customer dependence …
The Structure and Formation of Customer value in B-to-B Services
2017
This study investigates the hierarchical construct and the formation of customer value of b-to-b services. In-depth understanding of the construction of customer value and the effects of service quality on customer value are the key to effective development of b-to-b services. This quantitative study was conducted through the structured interview method among Finnish business organizations in early 2009. The data consisted of 90 qualified questionnaires. The customer value of b-to-b services was found to be composed of attribute and consequence levels. The dimensions of service quality influenced to differing degrees the formation of the attribute and consequence levels of the customer valu…
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 …
BENEFICIOS RELACIONALES, SATISFACCIÓN Y LEALTAD EN EL COMERCIO MINORISTA: UNA COMPARATIVA INTERSECTORIAL
2009
RESUMENEn el contexto del marketing de relaciones, resulta de gran importancia para el establecimiento minorista identificar el tipo de beneficios de la relación que influye en mayor medida sobre sus resultados en términos de satisfacción del cliente y lealtad hacia el minorista, de manera que se garantice una relación continua y satisfactoria. Dichos beneficios pueden tener distinto peso en función del tipo de actividad llevada a cabo por el minorista. El presente trabajo pretende analizar empíricamente un modelo que refleje los distintos tipos de beneficios relacionales obtenidos por los clientes, así como los beneficios obtenidos por la organización en términos de lealtad del consumidor …