Search results for "loyalty."
showing 10 items of 205 documents
NEW TECHNOLOGIES AND INFORMATION MANAGEMENT IN THE HOSPITALITY INDUSTRY: ANALYSIS BETWEEN UPSCALE HOTELS IN ITALY AND CROATIA
2012
Uvođenje novih tehnologija i upravljanje informacijama neprestano pružaju priliku za diferencijaciju unutar uslužnog sektora, a posebice u hotelijerstvu. Napredak informacijsko komunikacijske tehnologije (ICT) dao je pozitivan doprinos ugostiteljstvu. Oblikovanje usluga i jačanje lojalnosti klijenata uvelike ovise o dostupnosti podataka o njima. Stoga je svrha ovog istraživanja ispitati primjenu novih tehnologija i upravljanja podacima u hotelijerstvu iz perspektive menadžera i korisnika usluga. Cilj rada je utvrditi postoje li razlike u njihovoj uporabi i percepciji između visokokategoriziranih hotela u Italiji i Hrvatskoj.
Management du consommateur multicanal : Importance de l’intégration perçue de la gestion de la fidélité
2013
La gestion de la fidélité constitue l’une des préoccupations majeures des managers des enseignes multicanal. Comment retenir mes clients multicanal ? Et comment convertir mes shoppers multicanal en clients multicanal ? Telles sont les questions auxquelles ce papier vise à répondre, à travers une étude quantitative auprès de 343 consommateurs multicanal. Les résultats montrent un impact significatif de l’intégration perçue de la gestion de la fidélité sur la confiance dans l’enseigne multicanal et sur les comportements multicanal. Ils montrent également le rôle de l’intégration perçue de la gestion de la fidélité dans le management des consommateurs multicanal. Managing loyalty is one of the…
ANÁLISIS DE LOS HOTELES DE ALTA CATEGORÍA DE CROACIA DESDE EL ENFOQUE HOTEL-HUÉSPED / ANALYSIS OF HIGH-QUALITY HOTELS OF CROATIA FROM THE HOTEL-GUEST…
2011
Croacia 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 TIC en…
Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing
2014
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.
Effects of company reputation on commitment, loyalty, and identification, and their respective influence on customer citizenship behaviours
2016
Company reputation is considered a hard to build, but an easy to lose immaterial asset. It is known to offer numerous financial and non-financial benefits, such as increased price premiums, customer loyalty, stronger company growth, and attracting better recruits. Included among these are also the so-called citizenship behaviours. The purpose of the study was to expand knowledge on the connections between company reputation and citizenship behaviours. Commitment and loyalty are constructs known to be influenced by reputation, and likewise to influence citizenship behaviours. One of the objectives was to confirm their status. The focal point of the study was to expand the model to include cu…
The Influence of Emotion in the Management of Amateur Football Organizations.
2020
This article is oriented to the analysis of organisational and emotional variables in amateur sporting organizations. The general objective is to analyse the influence of organisational variables such as service quality, transactional leadership, and transformational leadership and emotional variables such as affective commitment, emotional attachment investment and emotional attachment dividend to predict the credibility that members of amateur sporting organisations perceive, as well as their degree of identification and loyalty. The opinions of 203 members of Chilean amateur football teams, (169 men and 34 women, with ages between 18 and 68 years (Mean=32.75 years, DT= 9.92) have been an…
The Role of Reputation on Trust and Loyalty : A Cross-Cultural Analysis of Tablet E-Tailing
2018
The purpose of this article is to empirically examine the role of online retailer's website reputation on tablet commerce and to compare the trust arbitration between reputation and loyalty in two cultures - Finland and Nigeria. Data was collected from Finland and Nigeria, using purposive and snowball sampling methods. This article uses Structural Equation Modelling and mediation analysis. The results reveal that the reputation of online retailer's website is not a direct determinant of loyalty for online shopping while trust colligates with ease of use. The effect of an online retailer's website reputation is stronger in Nigeria than in Finland and trust is a strong predictor of ease of us…
Environmental values in industrial marketing relationships
2017
Concern for the natural environment has become an issue that virtually all companies have to address. Literature suggests that an environmentally oriented marketing strategy, such as an environmental brand image, yields competitive advantage for the supplier in the form of improved customer outcomes and financial performance. At the same time, key barriers to environmental purchasing are found to be related to higher perceived cost and lack of environmental interest among purchasing professionals. In addition, research has repeatedly revealed a gap between customers’ environmental values and attitudes and their manifestation in purchasing behavior. This dissertation contributes to the inter…
Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung
1999
This contribution stresses the relationship between customer satisfaction and customer loyalty. Several hypotheses on the relationship in question are stated based on different theoretical appoaches. An empirical study is presented that supports a piecewise linear relationship between satisfaction and loyalty. Finally, implications for marketing practice are discussed.
Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions
2016
Purpose– Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.Design/methodology/approach– The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect ef…