Search results for "Customer satisfaction"
showing 10 items of 140 documents
Customer perceived value, satisfaction, and loyalty: the role of willingness to share information
2016
This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples…
Efeitos da Responsabilidade Social Corporativa na lealdade do consumidor com a marca
2019
Purpose – This paper analyses the influence of CSR associations on brand loyalty. We propose a theoretical model that includes the mediating role of brand awareness, brand attitude and customer satisfaction in the effect of CSR on loyalty, measured as a second-order reflective construct. Design/methodology/approach – We propose a theoretical model estimated via the analysis of covariance structures using EQS 6.1. Data were obtained using an online survey of 351 Spanish sportswear consumers. Findings – This study illustrates that CSR associations have a direct, positive influence on loyalty, and an indirect influence through their positive effect on brand awareness and consumer satisfaction.…
Click and drive: Consumer attitude to product development: Towards future transformations of the driving experience
2016
Purpose – The purpose of this paper is to supply indications that may be useful in the process of development of new products that fully exploit the value potential of Internet of Things (IoT) technologies in the automotive industry. To this aim, the authors investigate how applications of the IoT to smart vehicles are perceived by consumers and describe different ways to increase their satisfaction. Design/methodology/approach – After a literature review focused on IoT and consumer behaviour in the automotive industry, the authors apply the Kano model to find the drivers for achieving customer satisfaction with new product developments in smartcars. Findings – Automotive companies need to…
Advances in tourism marketing research: introduction to a special issue on consumer behavior in tourism destinations
2009
PurposeThe purpose of this editorial is to introduce the reader to six articles related to consumer behavior in tourism destinations.Design/methodology/approachThe paper introduces the papers in this special issue.FindingsTourists are part of the tourism production process. They engage with supply networks and interact with destinations.Originality/valueThe paper provides an introduction to six contributions that are particularly relevant for understanding and managing the content of the interaction between the network nodes, in particular business‐to‐consumer relationships.
Do IMC and ecological knowledge drive value co-creation? The new way to loyalty in hospitality
2021
Despite co-creation being considered a valuable strategy for incremental changes towards more sustainable activities and consumers’ declared interest, hospitality businesses still did not experience the expected level of client engagement in their service interactions. Therefore, the primary purpose of this paper is to examine the nature of value co-creation and its antecedents and consequences within the hotel industry context through the lens of sustainability. Integrated marketing communication (IMC) and ecological knowledge are examined as factors that enhance value co-creation. Satisfaction is observed as a mediator of the relationship between value co-creation and customer loyalty. A …
An Integrative Approach for Product Development and Customer Satisfaction Measurement
1999
As soon as the automotive industry in the western world countries recognizes that the outstanding performance of Japanese manufacturers is the result of a customer-oriented understanding of quality, the QFD approach became a famous instrument to achieve the product quality demanded by customers. Nevertheless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits.
Similarity Mashups for Recommendation
2013
Recommendation systems are becoming a state of the art for web-based systems as they produce additional product exposure and customer satisfaction. The Semantic Web and mashups can improve recommendation systems and provide new ways for their creation. In the web it is possible to analyze product descriptions and to use Linked Data for characterizing the similarity of objects or of objects and user interests. In this chapter, we give a brief overview of existing technical approaches and tools for creating recommendation systems that can be used to create mashups as recommendation systems.
The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels
2013
Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyzes the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of twenty Sicilian three-star hotels located in city downtowns, in different provinces and locations.
The influence of belonging to virtual brand communities on consumers' affective commitment, satisfaction and word‐of‐mouth advertising
2011
PurposeThis paper aims to explore some of the effects of belonging to a virtual brand community on consumer behaviour. It also proposes the concept of belonging as a three‐dimensional construct.Design/methodology/approachThe paper proposes that belonging to a virtual community has positive effects on consumer satisfaction, affective commitment and word‐of‐mouth behaviour. After validation of the measurement scales the hypotheses are contrasted through modelling.FindingsThe data show that belonging to a virtual community may enhance consumer satisfaction, affective commitment and word‐of‐mouth advertising towards the brand around which the community is developed. In addition, the paper intro…
Customer Satisfaction in the Hotel Industry: A Case Study from Sicily
2010
In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it …