Search results for "Word of Mouth"
showing 10 items of 63 documents
Creation of a brand model through SEM to predict users' loyalty and recommendations regarding a public sports service.
2021
Brand perception is a key element in achieving business success: how a brand is perceived by current and potential users determines what they think and their disposition towards the brand. The users' perception also determines whether they will perceive the sports service as offering a greater quality or value than other services, whether they will be more loyal, or whether they will recommend the service. This paper analyses the brand perception of users of a public sports service, creating a model of structural equations that analyses how credibility and trust influence a user's congruence with the brand and the generation of positive attitudes towards the brand and how these variables in…
Customer Views on Problems of Internet Shopping Using Mobile Devices: Results of Recent Survey
2021
Recent developments of information technologies have supported fast development of Internet shopping worldwide and also using mobile devices. Internet shopping creates convenience for customers, bigger selection of goods and services from one side, but also creates several challenges for companies as well as some problems for companies and customers from the other side. Active research on different aspects is done by businesses, academic researchers alone and in co-operation of business and academic researchers. The aim of research is to find recent ideas of customers on Internet shops and problems raised in Internet shopping using mobile devices and to compare the results with other countr…
Yliopistojen brändit ja identiteettiväitteet : case High Point University
2017
Akateeminen maailma on käynyt läpi eräänlaista murrosaikaa. Lukuisat länsimaiset yliopistot ovat siirtyneet kohti markkinatalousajattelun mukaisia toimintamalleja, siinä missä vielä muutamia vuosikymmeniä sitten niiden toiminnan perustana olivat pääasiassa akateemislähtöiset arvot. Tästä on seurannut, että keskinäinen kilpailu ajaa yliopistoja markkinoimaan itseään yhä näkyvämmin erilaisten brändiin ja organisaatioidentiteettiin liittyvien väitteiden kautta. Yleisiä markkinoinnissa esiintyviä teemoja ovat muun muassa lupaukset innovatiivisuudesta tai korkeatasoisesta opetus- ja tutkimustoiminnasta. Toisinaan nämä väitteet ovat kuitenkin ylimitoitettuja, eivätkä toteudu käytännössä. Tässä tu…
User behaviours after critical mobile application incidents: the relationship with situational context
2015
Users occasionally have critical incidents with information systems IS. A critical IS incident is an IS product or service experience that a user considers to be unusually positive or negative. Critical IS incidents are highly influential in terms of users' overall perceptions and customer relationships; thus, they are crucial for IS product and service providers. Therefore, it is important to study user behaviours after such incidents. Within IS, the relationships between the situational context and user behaviours after critical incidents have not been addressed at all. Prior studies on general mobile use as a related research area have recognized the influence of the situational context,…
Watch This! The Influence of Recommender Systems and Social Factors on the Content Choices of Streaming Video on Demand Consumers
2021
Streaming Video-on-demand (SVOD) services are getting increasingly popular. Current research, however, lacks knowledge about consumers’ content decision processes and their respective influencing factors. Thus, the work reported on in this paper explores socio-technical interrelations of factors impacting content choices in SVOD, examining the social factors WOM, eWOM and peer mediation, as well as the technological influence of recommender systems. A research model based on the Theory of Reasoned Action and the Technology Acceptance Model was created and tested by an n = 186 study sample. Results show that the quality of a recommender system and not the social mapping functionality is the …
Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing
2017
Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work analyses innovation in retail experiences from two aspects—marketing innovation and technological innovation—to understand the role it exercises in satisfaction and subsequent recommendation. For that purpose, our objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word of mouth through three core constructs: store image, consumer value, and …
Introduction to Special Issue: Brand Equity, Satisfaction, and Word of Mouth
2021
The COVID-19 pandemic has generated an incredible change in the global economy that will likely have long-term consequences on consumer behavior, markets, business models, market regulation, and public policies, among others [1,2]. We are only at the beginning of seeing these effects, and this new scenario offers opportunities to articulate research in the area of marketing aligned with the urgency of recovering customer trust and reactivating sales [3]. The five contributions presented in this Special Issue, “Brand Equity, Satisfaction, and Word of Mouth”, aim at being incorporated into the dynamics of methodological and thematic innovation in marketing, in reply to some of the research pr…
Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
2021
Electronic word-of-mouth (eWOM) communication on social media has revolutionized how travelers search for and share information and how they interact with one another digitally. This research examines the effects of eWOM-triggered customer-to-customer (C2C) interactions on travelers’ post-eWOM behaviors (i.e., repurchase and customer engagement) in a cross-cultural context. Drawing upon cognitive dissonance theory, a scenario-based experiment was conducted using a sample of 461 African tourists with recent intracontinental travel experience. Our findings suggest that a customer’s repurchase intention and engagement in social media C2C interactions are significantly influenced when their eW…
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
2015
This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking do…
PASSENGER SATISFACTION WITH HYBRID ELECTRIC BUS SERVICE IN NORWAY : A PLS Structural Equation Modelling Approach
2019
Master's thesis Business Administration BE501 - University of Agder 2019 The use of hybrid electric buses (HEBs) in public transit is one of the global attention received topics in this 21st century because of its environment friendly nature. This study focusses on effect of bus service quality dimensions such as bus driver's quality, bus tangible and empathy to determine customer satisfaction level of bus service in Kristiansand region. Structural equation model is used for an empirical investigation to find out the association of perceived bus service quality dimensions with word of mouth mediated by perceived value and customer satisfaction. A total of 276 valid university student respon…