Salesperson time perspectives and customer willingness to pay more: roles of intraorganizational employee navigation, customer satisfaction, and firm innovation climate

2019 ◽  
Vol 39 (2) ◽  
pp. 138-158 ◽  
Author(s):  
Raj Agnihotri ◽  
Zhiyong Yang ◽  
Elten Briggs
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Firm Innovation ◽  
Time Perspectives ◽  
Innovation Climate

S-shape relationship between customer satisfaction and willingness to pay premium prices for high quality cured pork products in Spain

Meat Science ◽  
2012 ◽  
Vol 90 (3) ◽  
pp. 814-818 ◽  
Author(s):  
Alejandro Cotes-Torres ◽  
Pablo A. Muñoz-Gallego ◽  
José Miguel Cotes-Torres
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
High Quality ◽  
Pork Products

Service Quality and Competitiveness in the Hospitality Sector

2005 ◽  
Vol 11 (1) ◽  
pp. 85-102 ◽  
Author(s):  
Juan A. Campos-Soria ◽  
Luis González García ◽  
Miguel A. Ropero García
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Direct Costs ◽  
Sales Volume ◽  
External Effects ◽  
High Service ◽  
Hospitality Sector ◽  
Positive Effect

This paper analyses and quantifies the main interrelationships between service quality and the competitiveness of hotels, distinguishing between external and internal effects. The external effects were evaluated according to customer satisfaction, its influence on the sales volume and the client's willingness to pay. The internal effects of quality on competitiveness were estimated using average direct costs. The sign and value of the estimated coefficients were used to examine a set of hypotheses for improving the competitiveness of hotels. The direct, positive effect of high service quality on competitiveness is a particularly important finding.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

Investigating a comparative evaluation approach in explaining loyalty

2017 ◽  
Vol 35 (7) ◽  
pp. 937-954 ◽  
Author(s):  
Anand Kumar Jaiswal ◽  
Jos G.A.M. Lemmink
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Comparative Evaluation ◽  
Customer Value ◽  
Superior Performance ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Evaluation Approach ◽  
Quality Value

Purpose The purpose of this paper is to examine the superiority of comparative evaluation or relative attitudinal measurement approach in which the respondent evaluates one object with direct comparison with other objects. The study uses comparative and non-comparative approaches to examine the effects of service quality, value, and customer satisfaction on attitudinal loyalty in a service setting. Design/methodology/approach The study uses the data collected from the survey of 300 customers of two large Indian banks. Findings The results provide partial support to the superiority of the comparative evaluation over non-comparative evaluation. Additionally, results indicate that service quality positively affects customer value, and both service quality and customer value have a direct positive effect on customer satisfaction. Customer satisfaction drives attitudinal loyalty which in turn leads to customers’ willingness to pay more. Research limitations/implications In the study, two banks were used for comparative evaluation. Since consumers’ consideration set can consist of more than two alternatives, future studies can include more than two objects. Practical implications Non-comparative measurements do not always adequately explain customer loyalty and superior performance of firms. This could potentially lead to misinterpretations of effects of service quality improvement programs and thus sub-optimal management decisions. Managers should use comparative evaluation approach for measuring marketing variables wherever possible. Originality/value Although the use of comparative evaluation is suggested in the literature (Dick and Basu, 1994), extant research has not systematically examined its superiority over non-comparative evaluation. This study empirically tests the comparative evaluation approach against the non-comparative approach by examining a comprehensive model involving the interrelationships among service quality, value, customer satisfaction, and their impact on attitudinal loyalty and willingness to pay more.

scholarly journals Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay

2005 ◽  
Vol 69 (2) ◽  
pp. 84-96 ◽  
Author(s):  
Christian Homburg ◽  
Nicole Koschate ◽  
Wayne D. Hoyer
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Positive Impact ◽  
Experimental Studies ◽  
Functional Structure ◽  
Lab Experiment ◽  
Nonlinear Functional ◽  
Disappointment Theory ◽  
The Relationship ◽  
Over Time

Two experimental studies (a lab experiment and a study involving a real usage experience over time) reveal the existence of a strong, positive impact of customer satisfaction on willingness to pay, and they provide support for a nonlinear, functional structure based on disappointment theory (i.e., an inverse S-shaped form). In addition, the second study examines dynamic aspects of the relationship and provides evidence for the stronger impact of cumulative satisfaction rather than of transaction-specific satisfaction on willingness to pay.

scholarly journals The effect of hedonic value, utilitarian value, and customer satisfaction in predicting repurchase intention and willingness to pay a price premium for smartwatch brands

2021 ◽  
Vol 26 (2) ◽  
pp. 179-195
Author(s):  
Metin Saygılı ◽  
Tolga Yalçıntekin
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Structural Equation ◽  
Online Survey ◽  
Missing Values ◽  
Price Premium ◽  
General Situation ◽  
Repurchase Intention ◽  
Hedonic Value ◽  
Utilitarian Value

The aim of this study is to examine the role of hedonic value (HV), utilitarian value (UV), and customer satisfaction (CS) in individuals' willingness to pay a price premium (WTP a price premium) and repurchase intention (RI) to smartwatches. This study is unique and important as it only deals with smartwatches, unlike other studies on wearable technology products that often focus on the general situation. The research sample includes smartwatch users aged 18 years and above. An online survey was used to collect research data from 420 people identified using the convenience sampling method. After checking the missing values, 401 valid surveys were retained for further analysis. Hypotheses were analysed using the Structural Equation Modelling. The research findings revealed strong relationships between HV and UV and CS. HV and UV were found to positively affect the CS. The results showed that CS also had a positive influence on both WTP a price premium and RI.

Provider–Recipient Dyadic Interactions: Impact of Service Quality on Customer Behaviours Using a Multi-Modelling Approach

2021 ◽  
pp. 097215092110388
Author(s):  
Shahbaz Sharif ◽  
Rab Nawaz Lodhi ◽  
Wisal Ahmad ◽  
Khurshed Iqbal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Customer Loyalty ◽  
Service Provider ◽  
Service Providers ◽  
Psychological Needs ◽  
Service Industries ◽  
Repurchase Intention ◽  
Service Oriented

Service-oriented industries now focus on capturing the encounter behaviours of both service providers and service recipients. It depends on the conditions of assessing the psychological needs of both parties in which the service provider provides services to the recipient and the recipient reciprocates service provider, in turn, to their services. Drawing from service encounter needs theory, this research has conducted two studies based on exploring the service provider–recipient dyadic encounter relationships between service quality and customer behaviours. By collecting data from 403 respondents from a broad range of service industries, study 1 found that service quality dimensions—reliability, responsiveness, assurance and empathy—were found to have a significant impact on customer satisfaction, but tangibility did not affect customer satisfaction. Interestingly, customer satisfaction is a psychological indicator of enhancing customer loyalty behaviours ( Zhang & Bloemer, 2008 ). So by surveying 361 respondents from different industries, study 2 was proposed to examine the notion that customer satisfaction mediates the relationship between service quality and customer loyalty behaviours—repurchase intention, word of mouth and willingness to pay more and to extend the literature of loyalty behaviours. Study 2 results show that there are significant mediating relationships between service quality and repurchase intention, words of mouth and willingness to pay more. Moreover, the research provides the guidelines, limitations and future directions.

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