scholarly journals Playing When Paying and What Happens Next: Customer Satisfaction and Word-of-Mouth Intention in Gambled Price Promotions

2021 ◽  
Author(s):  
Karl Akbari ◽  
Udo Wagner
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
The Other ◽  
Price Promotions ◽  
Research And Practice ◽  
Positive Effects ◽  
Valuable Addition ◽  
Entertainment Value

AbstractGambled price promotions, i.e., discounts in which the customers’ savings depend on the outcome of a game, have recently gained increasing attention from research and practice. This type of promotion is often framed as an in-store event, and consumers experience two properties inherent in gambling: entertainment and varied financial payoffs. Depending on the consumers’ assessments of these two elements, these experiences might drive two postpurchase consequences of such campaigns: customer satisfaction with the retailer and word-of-mouth intention. To assess these effects, two field quasi-experiments with gambled price promotions were conducted: one in a candy store and the other in a retail furniture store. Two main findings emerge from these studies: (1) The customers in both studies endorse gambled price promotions and are more willing to engage in word-of-mouth when participating in such a campaign. The effect of gambled price promotions on customer satisfaction is positive in the low-stakes setting of the candy store but insignificant in the furniture store. (2) The positive effects of such promotions are mediated by their entertainment value and moderated by the consumers’ assessments of the discount. The implication of these results is that, in addition to the already known revenue-increasing prepurchase effects, gambled price promotions can also result in positive postpurchase effects and should represent a valuable addition to the seller’s promotion toolbox.

Brand’s Cool Dimension Effect on Customer Satisfaction and Its Implication to Visual E-WoM

2020 ◽  
Vol 6 (2) ◽  
pp. 81-86
Author(s):  
Trihadi Pudiawan Erhan ◽  
Purnamaningsih Purnamaningsih ◽  
Nosica Rizkalla
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Primary Source ◽  
The Other ◽  
Equation Modeling ◽  
Source Of Information

As Word of Mouth (WOM) progress as one of the most potent marketing instruments, millennials are a vital contributor to the growth of eWOM. Considering how powerful eWOM is and the significance of millennials as the generation that derives the transformation of eWOM as the primary source of information for the customer, it is important to know the variables that drive millennial customers desire to provide information about product and service through their own social media account. This study then employed structural equation modeling to analyze the data. This study finds that out of the two, cool factors only hedonic cool is proven to have a positive and significant influence on customer satisfaction. The other finding is that active Visual eWOM activity of customer are positively influenced by customer satisfaction.

Relationships between service quality and behavioral outcomes

2004 ◽  
Vol 22 (2) ◽  
pp. 144-157 ◽  
Author(s):  
Ugur Yavas ◽  
Martin Benkenstein ◽  
Uwe Stuhldreier
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Behavioral Outcomes ◽  
Retail Banking ◽  
The Other ◽  
Positive Word ◽  
Background Characteristics ◽  
Study Results ◽  
Positive Word Of Mouth

This study examines the nature of relationships between service quality, background characteristics, and satisfaction and selected behavioral outcomes by using retail banking in Germany as its setting. Study results show that service quality is at the root of customer satisfaction and is linked to such behavioral outcomes as word of mouth, complaint, recommending and switching. However, different aspects of service quality and different consumer characteristics seem to be associated with different outcomes. For instance, the results suggest that tangible elements of service quality and being a female are more closely associated with positive word of mouth and commitment. On the other hand, “timeliness” aspects of service delivery are more closely related to customer satisfaction, and complaint and switching behaviors. Implications of these results to induce greater customer satisfaction, to attain higher levels of favorable outcomes and/or to alleviate negative outcomes are discussed.

scholarly journals Antecedents and consequence of customer satisfaction and dissatisfaction: A study of tourism services

2014 ◽  
Vol 17 (2) ◽  
pp. 52-62
Author(s):  
Bich Huy Hai Bui ◽  
Lien Thi Ngoc Vo ◽  
Thuy Ngoc Pham
Keyword(s):  
Customer Satisfaction ◽  
Negative Correlation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sem Analysis ◽  
Failure Recovery ◽  
Positive Effects ◽  
Key Concepts ◽  
Tourism Services ◽  
Statistical Results

Many recent studies have focused on satisfaction as one of key concepts in consumer behavior while dissatisfaction has received a much lesser attention. In services where failure is inevitable, customer satisfaction and dissatisfaction may be interwoven along the service buying/ using process. This study examines simultaneously the effect of four service attributes on customer satisfaction and dissatisfaction which lead to the word-of-mouth effect. SEM analysis based on a sample of 382 customers of package tour service reveals that staff attitude and failure recovery have positive effects on satisfaction, but not on dissatisfaction. Then, satisfaction, but not dissatisfaction has a positive impact on word-of-mouth. A negative correlation has also been found between satisfaction and dissatisfaction. Discussions and implications are presented along these statistical results.

FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION

2019 ◽  
Vol 19 (1) ◽  
Author(s):  
Ayya Sofia ◽  
Christian Haposan Pangaribuan ◽  
Martinus Fieser Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Word Of Mouth ◽  
Quality Factors ◽  
Coffee Shop ◽  
Positive Effects ◽  
Revisit Intention ◽  
Intention To Revisit ◽  
Coffee Shops ◽  
Survey Questionnaires

To create value that would surpass the expectation of coffee drinkers is pivotal for coffee shop business. However, only a few businesses are able to provide better and non-homogenous value for the customers. The main factors that would influence customer satisfaction of coffee shops are still yet to be further explored. Hence, this study aims to look into the determinants of customer satisfaction of coffee shops and to examine its influence towards revisit intention and word-of-mouth. Online survey questionnaires were distributed to the customers and 155 samples were gathered from March to June 2018. The findings showed that atmosphere and service quality factors had positive effects on customer satisfaction, while the variety of menu was not significant to the satisfaction, the fact that the satisfied customers would likely have the intention to revisit and spread word-of-mouth

scholarly journals The Relationship Between Malaysian Supermarket In-Store Shopping Experiences and Positive Word-of-Mouth

2019 ◽  
Vol 11 (2) ◽  
pp. 115
Author(s):  
Phang Ing ◽  
Liew Ru Ven Ivan ◽  
Zaiton Osman
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Mediating Effect ◽  
The Other ◽  
Environment Interaction ◽  
Positive Word ◽  
Attitudinal Loyalty ◽  
Significant Relationships ◽  
Positive Word Of Mouth ◽  
The Relationship

Attitudinal loyalty such as customers’ willingness to spread positive words of mouth has received less attention compared to behavioural loyalty (e.g., reptronage intention) in retail studies, particularly in the context of supermarket. It is argued that supermarket consumers should be willingly share positive words of mouth when they are satisfied. The effect of Malaysian supermarket in-store experiences (convenience, merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction with other customers, in-shop emotion) on customer satisfaction and mediating effect of customer satisfaction on the relationship between in-store experiences and positive WoM were examined. The results show significant relationship between customer satisfaction and willingness to spread positive WoM. Convenience and in store emotion have significant relationships with customer satisfaction, while the other in-store experiences have no significant effects on satisfaction. Customer satisfaction played mediation roles between the relationships between convenience, merchandise variety, interaction with staff and in store emotion with positive WoM. The findings provide useful insights to Malaysian supermarket retailers in understanding their target markets to encourage more positive WoM.

PENGARUH CORPORATE IMAGE, TRUST, WORD OF MOUTH DAN COMMUNICATION MARKETING TERHADAP CUSTOMER SATISFACTION PADA PT. BANK NEGARA INDONESIA (PERSERO) CERME, GRESIK

Develop ◽  
2019 ◽  
Vol 3 (1) ◽  
pp. 27
Author(s):  
Chandra Kartika Kartika ◽  
Akhmad Kusaeri ◽  
Muhammad Taufik ◽  
Moh Deni Kurniawan Yusuf ◽  
Mozha Pramesti Putri ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Corporate Image ◽  
Word Of Mouth Communication

Persaingan bank dalam pelayanan jasa banyak competitor yang ingin memperbaiki kesalahan yang sebelumnya. Corporate image, trust, word of mouth, dan communication marketing diduga mempunyai peran penting dan perlu diperhatikan dalam upaya meningkatkan kinerja pemasaran dalam suatu perusahaan layanan jasa seperti  perbankan dan lembaga keuangan. Penelitian ini bertujuan untuk mengetahui pengaruh Corporate image, trust, word of mouth, dan communication marketing terhadap customer satisfaction. Sampel yang digunakan sebanyak 80 responden dari populasi 400 Nasabah PT. Bank Negara Indonesia (persero) cerme, gresik. Metode penelitian ini menggunakan metode kuantitif dan teknik analisis yang digunakan regresi linier berganda Y= 0,057 + 0,126 X1 + 0,892 X2 + 0,173 X3 + 0,444 X4 + 2,857. Hasil penelitian secara simultan menunjukkan Corporate image, trust, word of mouth, dan communication marketing berpengaruh signifikan terhadap customer satisfaction. Secara parsial menunjukkan corporate image, word of mouth, dan communication marketing tidak berpengaruh signifikan terhadap customer satisfaction, sedangkan trust berpengaruh terhadap customer satisfaction. sebaiknya manajemen PT. Bank Negara Indonesia (persero) Cerme, Gresik memperhatikan Corporate image, trust, word of mouth, communication marketing, dan  customer satisfaction. Manajemen juga dapat memberikan pelayanan yang baik.Kata kunci :   corporate image, trust, word of mouth,communication marketing, customer satisfaction

Astrobiology and its influence on the renewal of the way we see the world from the teloempathic, educational and astrotheological perspective

2020 ◽  
Vol 19 (4) ◽  
pp. 330-334
Author(s):  
Octavio A. Chon Torres
Keyword(s):  
Natural Sciences ◽  
The Other ◽  
Positive Effects ◽  
The World ◽  
The Way

AbstractThere is a record of the positive effects of astrobiological research for the natural sciences and eventually for their technological use on Earth. However, on the philosophical effects, this is not as visible as the other sciences, which is why it can be assumed that it is a waste of time speculating on astrobioethics or also on the philosophy of astrobiology. This is the reason why this work seeks to identify and sustain the philosophical utility of astrobioethics. To achieve this, this article focuses on three essential aspects: teloempathy, education and astrotheology. Russell's argument about the value of philosophy will be used as a fundamental basis for the usefulness of astrobioethics.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

Children With Intellectual Disability and Victimization: A Logistic Regression Analysis

2021 ◽  
pp. 107755952199417
Author(s):  
Katherine R. Brendli ◽  
Michael D. Broda ◽  
Ruth Brown
Keyword(s):  
Logistic Regression ◽  
Regression Analysis ◽  
Intellectual Disability ◽  
Logistic Regression Analysis ◽  
District Of Columbia ◽  
The Other ◽  
Future Research ◽  
Common Assumption ◽  
Research And Practice ◽  
Demographic Correlates

It is a common assumption that children with disabilities are more likely to experience victimization than their peers without disabilities. However, there is a paucity of robust research supporting this assumption in the current literature. In response to this need, we conducted a logistic regression analysis using a national dataset of responses from 26,572 parents/caregivers to children with and without disabilities across all 50 states, plus the District of Columbia. The purpose of our study was to acquire a greater understanding of the odds of victimization among children with and without intellectual disability (ID), while controlling for several child and parent/adult demographic correlates. Most notably, our study revealed that children with ID have 2.84 times greater odds of experiencing victimization than children without disabilities, after adjusting for the other predictors in the model. Implications for future research and practice are discussed.

Sign in / Sign up

Export Citation Format

Share Document