Search results for "loyalty."
showing 10 items of 205 documents
Be congruent and I will be loyal: the case of sport services
2019
This research analyzes the relationship between brand perception of users of a sports service and their levels of loyalty. Data were treated with both SPSS 23 and EQS 6.3, using CFA to confirm reliability and validity and creating a model to be tested. Congruence explain 43% of credibility and that these two variables explain up to 73% of trust. Credibility and trust can explain up to 73% of the attitudes, while attitudes would explain up to 50% of loyalty. In the case of sports services, brand perception and its relationship with loyalty remain largely unaddressed. For this reason, it is interesting to carry out research on this subject, bringing new evidence to business reality to help ma…
Perceived value, customer attitude and loyalty in retailing
2008
Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its significance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the influence of the major components of perceived value on customer attitude and loyalty in several retail activities.
Retail IT and customer loyalty: The moderating role of customer age
2010
Information technology (IT) may represent a source of competitive advantage for retailers. Notwithstanding, there is debate in the literature about the way in which IT influences supplier–customer relationships. In addition, the conclusions regarding the influence of consumer age on attitudes towards the retailer's IT solutions have been mixed. This article proposes and tests a model for the influence of the retailer IT on customer loyalty towards the retailer, evaluating the role of consumer age as a moderator of this relationship. Our results provide evidence of the existence of a two-way positive influence of IT solutions on customer loyalty towards the retail store, that is, through att…
Brand Communication Challenges in Getting Young Customer Engagement
2014
Abstract It is important for the Brands of products and services that address young people to get to know very well this consumer segment, although they are extremely open minded, bold, friendly and great fans of brands. Nevertheless they are not so easy to deal with or to be convinced by one brand or another, but once they prove to be loyal they are highly valuable. In order to win their loyalty, companies must take into account a certain number of aspects.
Measuring the antecedents of e-loyalty and the effect of switching costs on website
2010
This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that…
Key Drivers of Customer Loyalty to Web 2.0 Accommodation Services: An Abstract
2017
Online travel communities are regarded as a key communication channel for web-based marketing in the travel industry (Bilgihan et al. 2016; Filieri 2015). The aim of this paper is to gain insight on key drivers of customer loyalty to websites selling accommodation services in online travel communities. We go beyond satisfaction, taking into account emotions and social influences. This paper intends to make three contributions. Firstly, it develops a conceptual model of the relationships between emotion factors and their direct (satisfaction) and indirect (trust, attitude and loyalty) outcome variables. Secondly, although the linear relationship between satisfaction, trust and loyalty seems …
Voluntad política para un tiempo de reformas: Presupuestos previos para abordar una reforma constitucional
2019
The vast majority of Spaniards is in favor of a constitutional reform. Before the undertaking of this reform, there are some previous conditions that need to be granted: a rational debate on ideas; a reduction of the political and social tension; a common goodwill to reach a consensus; and some loyalty during negotiations. As many other scholars, the author agrees that instead of talking about a constitutional reform, it would be more adequate to talk about some constitutional reforms, that should be undertaken gradually. He also stresses that these reforms do not imply the opening of a new constituent process. In addition, he underlines the fact that the Catalan crisis should not be the tr…
Main components of the corporative image of cultural organizations
2016
[EN] In the present research, we carry out an analysis of the corporate image of a cultural organization which aims tohighlight its role in order to design management strategies in the cultural field. We investigate what particular attributes are better assessed by the public and which dimensions compose the corporate image of a cultural organization. Based on the literature review, we made an in-depth interview to the programming manager of a cultural organization and also a descriptive survey on its audience through a structured questionnaire.The results of the analyses show that the corporate image of the cultural organization under study is positive, although someattributescan be improv…
ONLINE RECOMMENDATION SYSTEMS’ USAGE BY COMPANIES IN BALTIC COUNTRIES
2017
Global retailers are using sophisticated online recommendation systems (ORS) which enhance customers' loyalty towards the specific site. Online markets in Baltic countries are growing fast, but Baltic e-commerce sites are not using a wide enough range of eWOM tools. The aim of this paper is – to evaluate how eWOM through ORS is perceived and used by digital marketing specialists and e-commerce players in the Baltics. Research methods used were: literature analysis on ORS’s influence on consumer purchase decisions, and an expert survey and monitoring study. The research results revealed major barriers for advanced ORS usage in the Baltics, as they discovered a gap between experts' opinion an…
BENEFICIOS RELACIONALES, SATISFACCIÓN Y LEALTAD EN EL COMERCIO MINORISTA: UNA COMPARATIVA INTERSECTORIAL / RELATIONSHIP BENEFITS, SATISFACTION, AND L…
2009
En 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 para cu…