Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context

2008 ◽  
Vol 22 (5) ◽  
pp. 363-373 ◽  
Author(s):  
Lori K. Molinari ◽  
Russell Abratt ◽  
Paul Dion
Keyword(s):  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Positive Word ◽  
Positive Word Of Mouth

Perceived justice, emotions, and behavioral intentions in the Taiwanese food and beverage industry

2017 ◽  
Vol 28 (4) ◽  
pp. 437-463 ◽  
Author(s):  
Jaime Ortiz ◽  
Tao-Sheng Chiu ◽  
Chih Wen-Hai ◽  
Che-Wei Hsu
Keyword(s):  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Service Failure ◽  
Positive Word ◽  
Content Type ◽  
Perceived Justice ◽  
Blame Attribution ◽  
Failure Severity ◽  
Food And Beverage ◽  
Positive Word Of Mouth

Purpose The research framework of this study is based on tri-component attitude model (cognition-affect-conation) which explores consumers’ positive or negative emotions, as well as various types of thoughts and actions, triggered by their perceived justice in the context of service failure. This study aims to probe the possible mediating and moderating effects caused by the process where consumers form their thoughts and actions. Design/methodology/approach This study conducts a survey to consumers after restaurant dining. This study collects data from 262 respondents and analyzes the data with the structural equation modeling. Findings The results indicate that perceived justice has significant effect on empathy, anger, positive word-of-mouth, repurchase intention and revenge. Empathy has a significant and positive effect on positive word-of-mouth. Anger has significant and positive effects on revenge and avoidance. Empathy is a mediator between perceived justice and positive word-of-mouth. Blame attribution and service failure severity are the moderators in the relationship between perceived justice and empathy/anger. Research limitations/implications Consumers might have experienced the scenarios described in the questionnaire and their responses might be based on recall of their previous dining experiences in other restaurants, thereby resulting in a time lapse problem and affecting the conclusions of this study. Practical implications It is not adequate to gain consumers’ choices just demonstrate favorable customer perceived justice and empathy in today’s industrial highly competitiveness because blame attribution and perception of service failure severity result in different positive and negative emotions and behavioral intentions. Therefore, food and beverage industry must have a various recovery approaches to recover service failure and create a more appealing relationship with consumers. Originality/value This study investigates the relationships among perceived justice, emotions and behavioral intentions which are seldom discussed in the past studies. In addition, this study investigates the mediating effect of empathy in the relationship between perceived justice and positive word-of-mouth. The results of this study indicate that blame attribution and service failure severity are the moderators between perceived justice and emotions (empathy/anger). The mediator of empathy and the moderators of blame attribution and service failure severity can enhance the research gap in the context of service recovery for the tri-component attitude model.

scholarly journals PENGUJIAN MEMORABLE TOURISM EXPERIENCE (MTE) TERHADAP BEHAVIORAL INTENTION PADA WISATAWAN DI KAWASAN WISATA BAHARI SUMATERA BARAT

2020 ◽  
Vol 22 (2) ◽  
Author(s):  
Melani Melani ◽  
Verinita Verinita
Keyword(s):  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Positive Word ◽  
Managerial Implication ◽  
Marine Tourism ◽  
Study Results ◽  
Tourism Experience ◽  
Research Findings ◽  
Positive Word Of Mouth

This study presents the findings of an explanatory research which examines the effect of Memorable Tourism Experience (MTE) on Behavioral Intention of marine tourism travelers in West Sumatera, Indonesia. 115 qualified questionnaires were used for the analysis. The findings of this study reveals that only four factors of Memorable Tourism Experience – local culture, refreshment, meaningfullness and novelty – that affected traveller’s behavioral intentions to revisit the same destination, repractice the same tourist activities, and generate positive word-of-mouth. The research findings contribute to a better understanding of Memorable Tourism Experience factors that enhance positive behavioral intentions. The theoretical and managerial implication of the study results are discussed in detail.Keywords—tourism experience, memorable experience, memorable tourism experience, behavioral intentions

scholarly journals Mudik Myth in The Baudrillard’s Simulacra Perspective

2021 ◽  
Vol 5 (1) ◽  
pp. 32-38
Author(s):  
Rima Agristina ◽  
Leonnard Ong
Keyword(s):  
Qualitative Study ◽  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Public Perceptions ◽  
Positive Word ◽  
Social Existence ◽  
Social Legitimacy ◽  
Semiotic Approach ◽  
Ethnic Factors ◽  
Positive Word Of Mouth

The research aims to review literatures and discuss regarding the myths and simulacra of homecoming. The research conducted is normative research or study literature, using a variety of literature (a semiotic approach) that discusses regarding myths, simulacras and simulations. This semiotic approach is used with based on the idea that the notion of myth in this study using the understanding of myth according to Barthes's view of the myth as semiological system of the second order (simulacra) of Baudrillard. Homecoming can be understood as a need for social existence and human legitimacy. Re-growth of existence in a society carrying out homecoming can be done by understanding the characteristics of the homecoming perceived by society. This respect or social legitimacy is usually explained because of positive word of mouth for being an urbanity. By understanding the homecoming’s character perceived by society, the need for existence through “mudik” can put into other activities so that people carry out to a more rational homecoming regularly. Because the research is in the from of literature and qualitative study, it is necessary to carry out further research on public perceptions regarding homecoming by considering cultural or ethnic factors, and also favorable behavioral intentions consisting of positive word of mouth.

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

scholarly journals Green Talk or Green Walk: Chinese Consumer Positive Word-of-Mouth to Corporate Environmental Actions in Polluting Industries

2021 ◽  
Vol 13 (9) ◽  
pp. 5259
Author(s):  
Jiajia Zhang ◽  
Jin Sun
Keyword(s):  
Public Relations ◽  
Information Disclosure ◽  
Word Of Mouth ◽  
Theoretical Argument ◽  
Positive Word ◽  
Environmental Actions ◽  
Environmental Information Disclosure ◽  
Chinese Consumer ◽  
Social Intuitionist Model ◽  
Positive Word Of Mouth

Although environmental action is regarded as a public relations strategy aiming to manifest a corporate green stance, this not always the case. Many consumers tend to be skeptical of corporate real environmental efforts, especially firms in traditionally dirty industries. However, few studies have focused on this issue. To shed light on such a phenomenon, the present study aims to provide a comprehensive multiple-step multiple-mediator model based on the social intuitionist model and cognitive-affective system theory of personality(CAPS) to examine how corporate environmental actions (substantive vs. symbolic) affect consumer positive word-of-mouth (WOM) and to investigate the cognitive and affective processes of greenwashing perception and other-condemning emotions. Findings from an online Chinese consumer panel of 130 adults indicate that consumers are prone to have more positive WOM for substantive actions compared with symbolic actions; this effect is not only mediated by other-condemning emotions but serially mediated by, firstly, greenwashing perception and, secondly, other-condemning emotions. The current study is conducive to explaining the link between corporate environmental actions and consumer positive WOM from a theoretical argument and empirical evidence, and thus providing suggestions for advertisers and marketers in green marketing about environmental information disclosure.

Face Gain and Face Loss in Restaurant Consumers’ Brand Advocate Behaviors

2018 ◽  
Vol 43 (3) ◽  
pp. 395-415 ◽  
Author(s):  
Yu-Shan (Sandy) Huang ◽  
Yao-Chin Wang ◽  
Pei-Jou Kuo
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Positive Word ◽  
Ideal Self ◽  
Negative Effects ◽  
Positive Effects ◽  
Social Settings ◽  
Positive Word Of Mouth ◽  
Brand Congruence

Face plays a key role in guiding consumers’ consumptions in social settings. The purpose of this research is to understand how the desire to gain face and the fear to lose face affect consumers’ self-brand congruence and brand advocate behaviors toward their favorite restaurant brands. Using structural equation modeling to analyze the survey data, the results indicated (1) that ideal-self attainability encouraged the desire to gain face while discouraging the fear to lose face, (2) that the desire to gain face exerted positive effects on positive word-of-mouth and negative avoidance through actual self-brand congruence, and (3) that the fear to lose face exerted negative effects on positive word-of-mouth through actual self-brand congruence.

scholarly journals The influence of Trust, Switching Cost and Emotional Commitment on Bank Mandiri and Bank BNI 46

2016 ◽  
Vol 7 (1) ◽  
pp. 28
Author(s):  
Haryo Bagus Novrianto
Keyword(s):  
Relationship Marketing ◽  
Word Of Mouth ◽  
Service Industry ◽  
Positive Impact ◽  
Switching Cost ◽  
Positive Word ◽  
Multiple Regressions ◽  
Independent Variables ◽  
Emotional Commitment ◽  
Positive Word Of Mouth

The background of this research was across product and services, the stiff competition force companies in adopting relationship marketing as competitive and growth srategy. Service industry has become an industry of fierce and intense competitions. The objectives of this research were to identify the effect of trust, switching cost, and emotional commitment on word of mouth and cooperation. The design of this research applies hypothesis testing to examine all hypotheses in this study. The methods used in this study were multiple regressions between independent variables and dependent variable. Data analysis used in this research was collected by distributing questionnaires which were distributed to 110 respondents in Jakarta. There<br />were 105 responses of which 100 were completed and usable for analyzed by multiple regressions. The result of this research concluded that; first, trust has positive and significant impact on emmotional commitment. Second, trust and emotional commitment have positive word of mouth and cooperation. Third, switching cost has not significant and positive impact on positive word of mouth and cooperation.

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