Search results for "loyalty."
showing 10 items of 205 documents
Value, satisfaction and loyalty in volunteerism. Application to a religious megaevent
2013
This paper presents a study of the volunteer as an essential agent in the success of any event, and offers recommendations for improving management of megaevents. To achieve this goal we propose a structural model that analyses the multidimensionality of the value concept as antecedent of perceived value, satisfaction and loyalty. The study sample consists of volunteers who participated in the World Youth Day held in Madrid in 2011, obtaining a total number of 1427 cases. The results support all the hypotheses presented in the proposed model. Thus, it confirms that the multidimensionality of the value (spirituality, social value, play and efficiency) is an antecedent of perceived value whil…
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 …
ANÁLISIS DE LOS HOTELES DE ALTA CATEGORÍA DE CROACIA DESDE EL ENFOQUE HOTEL-HUÉSPED
2011
RESUMENCroacia viene experimentando un auge turístico notable en los últimos diez años. Es crucial para su futuro desarrollo saber gestionar el sector hotelero de acuerdo con las nuevas exigencias del mercado. Este trabajo pretende analizar los hoteles de alta categoría de Croacia desde un doble enfoque hotel-huésped, centrándose en una nueva estrategia de marketing denominada Comunicación Integrada de Marketing (CIM), los avances en las Tecnologías de Información y Comunicación (TIC) y la lealtad. Los resultados demuestran el elevado grado de implantación de las TIC y de la CIM y el grado moderado de los programas de lealtad en los hoteles analizados. Además, confirman la influencia de las…
Unlocking behaviors of long-term service consumers : the role of action inertia
2017
Purpose The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention, satisfaction and WOM, and repatronage intention and WOM. Design/methodology/approach The proposed model was empirically tested using survey data from 1,385 telecommunications service subscribers. The data were analyzed using partial least squares path modeling. Findings Results suggest that a positive link between repatronage intention and WOM, hereto a neglected relationship in the marketing literature, in contrast to previous literat…
Key Predictors of Customer Loyalty for Facebook Brand Pages. Empirical Research on Social Media Marketing
2018
The new marketing practices and developments have had incredible impact on consumers’ purchasing process and information-acquisition process, and most notably, social media is changing marketing. The research setting for this paper refers to consumer behavior on social media services, particularly Facebook and consumers’ interactions with brands on this social platform. Through this research, we examine which consumer behavior concept has a higher impact in generating loyalty for the brands consumers interact with on Facebook. Using Automatic Linear Modeling, we forecast and model a target variable (namely, consumer loyalty) based on linear relationships between the target variable and its …
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…
Emotions in segmentation
2004
Abstract This paper presents an empirical study into tourist segmentation based on consumption emotions evoked by the enjoyment of leisure and tourism services. The research was conducted with 400 tourists visiting attractions. Taking as a basis the bidimensional approach to emotions—pleasure and arousal dimensions—the results provide support for the suitability of emotions as a segmentation variable. Those experiencing greater pleasure and arousal showed an increased level of satisfaction as well as more favorable behavioral intentions, meaning loyalty and willingness to pay more. Among the recommendations directed towards service organizations is the incorporation of affective variables i…
Specifications of model development
2016
Chapter 4 goes into detail with the specifications of the model and model validation. Why Partial Least Squares (PLS), a structural equation modelling approach, is chosen as the method for model testing is explained in section 4.1, while 4.2 describes the survey conducted to collect data for model testing. Section 4.3 goes into detail with the PLS approach, its theoretical background and its application to the research question, before section 4.4 outlines the necessary operationalisation of the constructs introduced in chapter 3.
Ingroup Identification Increases Differentiation in Response to Egalitarian Ingroup Norm under Distinctiveness Threat
2017
Previous findings suggest that high identifiers show their group loyalty by deviating from group norms that do not allow the group to react in an adaptive manner towards a threatening outgroup (i.e., when the ingroup norm is egalitarian). In this study, using natural groups (French and North Africans), we aimed at extending our understanding of such loyalty conflict by examining the relationship between ingroup identification and intergroup differentiation (stereotyping and prejudice) as a function of distinctiveness threat and ingroup norms. Results showed a positive relationship between identification and prejudice both in the discriminatory norm condition when intergroup similarity was l…
Effect of customer heterogeneity on the relationship satisfaction–loyalty
2014
Abstract The need to study the differences among consumers due to their behavioural heterogeneity and the highly competitive consumer markets is recognized. In this paper, we analyse the potential heterogeneous shopping assessment in retail and how that experience may influence on consequent customer loyalty in a different way. The effects of satisfaction on attitudinal and behavioural loyalty and positive word of mouth are estimated by a finite-mixture structural equation model, and unobserved heterogeneity is analysed simultaneously. The results show that there are three latent segments where the strength of causal relationships differs which mean that there is an overestimation of the im…