How perceptions of relationship investment influence customer loyalty: the mediating role of perceived value and the moderating role of relationship proneness

2021 ◽  
pp. 1-24
Author(s):  
Choukri Menidjel ◽  
Anil Bilgihan
Keyword(s):  
Customer Loyalty ◽  
Perceived Value ◽  
Mediating Role ◽  
Relationship Investment ◽  
Moderating Role

scholarly journals The Effect of Self Expressive Value and Perceived Value on Malaysian Cosmetic Brand Loyalty: The Mediating Role of Brand Identification & Word of Mouth

2019 ◽  
Vol 14 (1) ◽  
pp. 151-178
Author(s):  
Norzalita Abd Aziz ◽  
◽  
Hafaz Ngah ◽  
Keyword(s):  
Customer Loyalty ◽  
Significant Relationship ◽  
Brand Loyalty ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Brand Identification ◽  
Mediating Role ◽  
The Relationship ◽  
Self Administered Questionnaire

Competition in the cosmetic industries is stiff as more industrial players are striving to capture the market in Malaysia. Cosmetics play a crucial role in addressing image or presentation to others. There is a dearth of information concerning consumers’ perception of the Malaysian Cosmetic Brand (MCB). This article aims to understand how Self-Expressive Value (SEV) and Perceived Value (PV) relate to Brand Identification (BI) and Word of Mouth (WOM) among consumers. Using a self-administered questionnaire contributed to a total of 261 usable respondents and the PLS results indicate that there is a significant relationship between PV and SEV on BI and WOM while BI and WOM meditate the relationship between PV and SEV with Customer Loyalty. This article provides some insights on current local consumers perception and behaviour towards Malaysian cosmetic brands. Thus, MCB marketers need to emphasise the value of their products and reflect consumers’ self-expressive value that will enhance their brand identification and WOM among consumers which may lead to loyalty among users. Keywords: self-expressive value, perceived value, brand identification, word of mouth, customer loyalty, Malaysia cosmetics brand

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

scholarly journals El impacto del marketing sensorial en la lealtad de los clientes en los clubes deportivos privados: Utilizando el valor percibido como variable mediadora

2021 ◽  
Vol 10 (1) ◽  
pp. 119-124
Author(s):  
M. Soleimani ◽  
S. Ahmadi ◽  
A. Akbar Zohrehvand
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Perceived Value ◽  
Attitudinal Loyalty ◽  
Sports Clubs ◽  
Fitness Clubs ◽  
Mediating Role ◽  
Sensory Marketing

El propósito de esta investigación fue investigar el efecto del marketing sensorial en la lealtad de los clientes de los clubes deportivos privados, con el papel mediador del valor percibido. La muestra estuvo compuesta por 385 personas (18 a 65 años) que acudían a clubes deportivos privados en Teherán en 2019. Los tres instrumentos utilizados fueron: Cuestionario de Marketing Sensorial, Cuestionario de Valor Percibido, Cuestionario de Lealtad Conductual y Actitudinal. El análisis de datos mostró que el marketing sensorial a través del valor percibido puede ser eficaz en la lealtad de conducta y de actitud de los clientes de los clubes deportivos privados. Por tanto, los directivos de los clubes deportivos deben ir más allá de medir la satisfacción del cliente y la calidad de los servicios prestados y centrarse en la fidelización de los clientes, porque la clave para atraer y fidelizar clientes es mejorar su actitud positiva hacia los proveedores de servicios deportivos. The purpose of this research was to investigate the effect of sensory marketing on customer loyalty of private sports clubs, with the mediating role of perceived value. The sample was composed of 385 people (18 to 65 years old) who attended private sports clubs in Tehran in 2019. The three instruments used were: Sensory Marketing Questionnaire, Perceived Value Questionnaire, Behavioral and Attitudinal Loyalty Questionnaire. The data analysis showed that sensory marketing through perceived value can be effective in the behavioral and attitudinal loyalty of customers of private fitness clubs. Therefore, the managers of sports clubs should go beyond measuring customer satisfaction and the quality of services provided and focus on customer loyalty, because the key to attract and retain customers is to improve their positive attitude towards sports service providers.

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