The role of customer familiarity in evaluating green servicescape: an investigation in the coffee shop context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yoon Jung Jang
Keyword(s):  
Place Attachment ◽  
Structural Equation ◽  
Behavioral Outcomes ◽  
Critical Issue ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Content Type ◽  
Service Environment ◽  
The Usa ◽  
The Impact

Purpose This study aims to examine the impact of green atmospheric and communicative servicescape dimensions on customers’ emotional and behavioral outcomes and explores the moderating effect of customer familiarity. Design/methodology/approach Data were collected from coffee shop customers in the USA. Structural equation modeling and a multigroup analysis were used for analysis. Findings The findings indicated that the atmospheric dimensions of green coffee shops have a greater impact than communicative dimensions on customers’ green place attachment and loyalty. However, the effects of green servicescape depend on customer familiarity. The impact of the communicative servicescape on customers’ attachment and loyalty is significantly greater in a high-familiarity group than in a low-familiarity group. Practical implications The findings provide coffee shop managers with insights into effective design of a green service environment. Although managers focus on both dimensions, they may use customer familiarity as a segmenting or targeting tool in designing the green service environment and developing a sustained relationship with customers with different levels of familiarity. Originality/value This study extends the existing servicescape models by incorporating green place attachment as a construct to comprehend customers’ inner evaluations. It also contributes to the literature on attachment by demonstrating the clear linkage between both green servicescape dimensions and place attachment. This study highlights customer familiarity construct that should be a critical issue in advancing the understanding of customer behavior in the green servicescape context.

The impact of brand associations on brand loyalty in the football industry

2016 ◽  
Vol 6 (5) ◽  
pp. 499-519 ◽  
Author(s):  
Daniel Maderer ◽  
Dirk Holtbruegge ◽  
Rachel Woodland
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Management ◽  
Negative Impact ◽  
Equation Modeling ◽  
Brand Associations ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
The Usa ◽  
The Impact

Purpose The purpose of this paper is to explore the impact of brand associations on brand loyalty of fans toward professional football clubs in developed and emerging football markets (EFM). In particular, the following research questions are answered: how important are different determinants of brand associations for fans from developed football markets (DFM) and EFM? Are there any major differences in the importance of different brand associations and their influence on brand loyalty between fans from DFM and EFM? Design/methodology/approach Based on the customer-based brand equity framework the impact of brand associations on brand loyalty is tested with a sample of 3,587 fans from DFM – Germany, England, Spain, Italy, and France (2,032) – as well as fans from EFM – Brazil, Russia, India, China, and the USA (1,555). Findings Structural equation modeling is applied and shows a negative impact of brand attributes on attitudinal loyalty, whereas brand benefits positively impact attitudinal loyalty. Furthermore, significant differences between fans from developed and EFM are revealed. Implications for the management of football teams and for research on brand management are derived. Originality/value This study extends the work of Gladden and Funk (2001) by expanding the model used to assess brand loyalty and analyzes it empirically in different football markets. When looking to foster attitudinal loyalty, marketers should concentrate on benefit associations instead of attribute associations. Most importantly, marketers should be aware that when focusing on developing brand loyalty amongst EFM fans, they should not simply apply the same strategies that proved to be effective in DFM and vice versa.

The effect of brand authenticity on consumer–brand relationships

2019 ◽  
Vol 28 (2) ◽  
pp. 231-241 ◽  
Author(s):  
Hyunjoo Oh ◽  
Paulo Henrique Muller Prado ◽  
Jose Carlos Korelo ◽  
Francielle Frizzo
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
The Self ◽  
Equation Modeling ◽  
Content Type ◽  
Brand Authenticity ◽  
Key Factor ◽  
The Usa ◽  
The Impact ◽  
The Relationship

Purpose This paper aims to explore the impact of brand authenticity on forming self-reinforcing assets (enticing-the-self, enriching-the-self and enabling-the-self), which subsequently influence the brand-self connectedness and consumers’ behavioral intentions. Design/methodology/approach The authors surveyed 347 consumers in the USA and Brazil and used structural equation modeling to test the relationship among brand authenticity, self-reinforcing assets, brand-self connectedness and behavioral intentions. Findings Brand authenticity was found to influence the self-reinforcing assets. In turn, the self-reinforcing assets promoted closeness toward the brand, thereby increasing the behavioral intentions of consumers to buy a product, visit a store/website in the future and recommend the brand to other people. Practical implications Marketing practitioners can use these results to promote better brand positioning by considering brand authenticity as a key factor in how consumers cognitively assess brands. Originality/value This paper shows that brand authenticity is a key antecedent of consumer–brand self-reinforcing assets.

The impact of customer’s perceived service innovativeness on image congruence, satisfaction and behavioral outcomes

2015 ◽  
Vol 6 (3) ◽  
pp. 288-310 ◽  
Author(s):  
Sreejesh S ◽  
Amarnath Mitra ◽  
Debjani Sahoo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Behavioral Outcomes ◽  
Empirical Support ◽  
Equation Modeling ◽  
Content Type ◽  
Service Firm ◽  
Image Congruence ◽  
The Impact

Purpose – This paper aims to provide empirical evidence of relationship between perceived service innovativeness, image-congruence, satisfaction and behavioral outcomes at the customer level. It hypothesizes a moderated mediation model, denoting that perceived service innovativeness relates to image-congruity dimensions, which, in turn, will promote satisfaction at cognitive and affective level, thereby creating strong behavioral outcomes. Design/methodology/approach – Data were collected through online surveys. The survey aimed at measuring the hypothesized constructs and other study-relevant information. Hypotheses were tested using the structural equation modeling technique. Findings – This paper validates the role of perceived service innovativeness as a mechanism facilitating development and transfer of customer’s image-congruence toward a service firm. It also finds that the image-congruity dimensions fully mediate the relationship between perceived innovativeness and satisfaction. The resultant customer satisfaction leads to the development of behavioral outcomes. Further, the study finds that perceived innovativeness have varying effects on image-congruence dimensions depending upon customer’s prior experience. Practical implications – The study provides evidence to managers that the customer-centric value creation through image-congruence requires development of positive perceived service innovativeness, which will result in customer satisfaction and their behavioral outcomes. Originality/value – The study is the first attempt to find empirical support for the role of perceived service innovativeness to create customer’s image congruity with a service firm. Further, analyzing how perceived service innovativeness, image-congruence, customer satisfaction and behavioral outcomes are related to each other is also an important contribution.

Unraveling the impact of destination reputation on place attachment and behavior outcomes among Chinese urban tourists

2018 ◽  
Vol 1 (4) ◽  
pp. 290-308 ◽  
Author(s):  
Lujun Su ◽  
Yinghua Huang ◽  
Maxwell Hsu
Keyword(s):  
Place Attachment ◽  
Structural Equation ◽  
Place Identity ◽  
Equation Modeling ◽  
Unique Contribution ◽  
Convenience Sample ◽  
Content Type ◽  
Tourist Satisfaction ◽  
Place Dependence ◽  
The Impact

Purpose The impact of destination reputation on tourists’ behavior has not received sufficient attention in the tourism literature. Built upon the signaling theory and the well-documented stimulus-organism-response framework, the purpose of this paper is to propose and assess a theoretical model that captures relationships among destination reputation, place attachment, tourist satisfaction, and the search for alternative destinations. Design/methodology/approach Using the covariance-based structural equation modeling technique, this study empirically tested the conceptual model with a convenience sample of Chinese tourists who visited a popular coastal urban tourism destination in China. Findings Findings reveal that destination reputation positively impacts perceived place dependence, place identity, and tourist satisfaction. In addition, place dependence positively affects tourist satisfaction, but place identity has no significant impact on tourist satisfaction. As expected, tourist satisfaction negatively influences tourists’ search for alternative destinations; however, place identity positively influences tourists’ search for alternative destinations. Originality/value Few studies in the tourism literature explore the role of destination reputation in the tourist decision-making process. The present study’s unique contribution lies in its examination of destination reputation on tourists’ behavior. In addition, this study includes the search for alternative destinations as an important behavioral outcome into the proposed model. Some tourists explore alternative destinations even though they are willing to revisit and spread positive messages about the destination they already visited. Therefore, the continuous searching behavior is worthy of investigation in tourism studies.

Guiding when the consumer is in control: the moderating effect of adaptive selling on the purchase intention of the multichannel consumer

2016 ◽  
Vol 33 (6) ◽  
pp. 469-478 ◽  
Author(s):  
Cindy B. Rippé ◽  
Suri Weisfeld-Spolter ◽  
Yuliya Yurova ◽  
Dena Hale ◽  
Fiona Sussan
Keyword(s):  
Perceived Control ◽  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Content Type ◽  
Sales Training ◽  
Adaptive Selling ◽  
The Usa ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of adaptive selling (AS) when “click and brick” in control multichannel consumers (MCCs) encounter in-store salespeople. Design/methodology/approach An online survey was administered to 387 college students from several southeastern colleges in the USA. The study consisted of a single manipulated factor (AS: high vs low) and a second measured factor (degree of MCC search: high vs low). Covariance-based structural equation modeling was selected and analysis was conducted using IBM SPSS AMOS 22.0.0.0. Findings The findings indicate that while perceptions of control in the retail store increase as customers engage in more multichannel search behavior, the path from perceived control (PC) to purchase intention (PI) is also positively affected by AS as multichannel search increases. Practical implications To increase in-store purchases by consumers using the physical location as an information channel, professional sales training, specifically AS skills, should be considered by retail managers for in-store sales personnel. Our findings suggest that salespeople can use AS skills to increase the likelihood of the MCCs’ in-store PI while not reducing their feelings of PC. Originality/value In a time where many marketers struggle with how to combine multichannel retailing efforts effectively, this research confirms that new channels create MCCs who desire control. AS shows promise as a technique for retailers to use when selling to a consumer who values control.

Managing environmental turbulence through innovation speed and operational flexibility in B2B service organizations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divesh Ojha ◽  
Elisabeth Struckell ◽  
Chandan Acharya ◽  
Pankaj C. Patel
Keyword(s):  
Structural Equation ◽  
Dynamic Capabilities ◽  
Environmental Turbulence ◽  
Equation Modeling ◽  
Service Firms ◽  
Operational Flexibility ◽  
Content Type ◽  
Suppression Effect ◽  
The Usa ◽  
The Impact

Purpose The research first and uniquely explores the antecedent relationship among three highly studied environmental forces – competitive intensity (CI), market turbulence (MT) and technological turbulence (TT) – in a service context. Next, given the importance of services to the USA and global gross domestic product (GDP) and the unique characteristics of services versus product firms, the research examines the impact of environmental forces on innovation speed capability, a less studied but critical enabler of service innovation. Finally, this study aims to suggest the importance of the sequential relationship between two dynamic capabilities – innovation speed and operational flexibility – to realize advantage. Design/methodology/approach This study surveyed 264 US service firms in a business to business context and tested this research model using structural equation modeling. Findings The results yielded three major conclusions: in a service context when examining the relationship among the three environmental forces, CI appears to have the driving influence on MT and TT, MT, however, was the only environmental force that this study found to bare positive and significant direct influence on innovation speed. Looking at the zero-order effect of MT and TT on innovation speed this study found each to be positive and significant suggesting a negative suppression effect and innovation speed’s influence on performance relative to competitors is fully mediated by operational flexibility. Originality/value The paper contributes to context, as service firms represent the majority of the USA and global GDP. This study extends the literature on the highly studied environmental forces (MT, TT and CI) by examining how they influence each other in an antecedent role and in service context. This study extends service literature by going beyond the influence of environmental forces on innovation to examine the dynamic capability of innovation speed, suggested as uniquely important to service context and distinct from the more highly studied innovation construct. The study also extends prior research in the manufacturing (product) context that suggests the importance of sequential congruence between two critical dynamic capabilities – innovation speed and operational flexibility – necessary to deliver competitive advantage.

The impact of exhibition service quality on general attendees’ satisfaction through distinct mediating roles of perceived value

2019 ◽  
Vol 32 (3) ◽  
pp. 793-816 ◽  
Author(s):  
Dae Hui Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Service Environment ◽  
Emotional Value ◽  
The Impact ◽  
Exhibition Service

Purpose In an effort to better understand value-oriented general attendees, the purpose of this paper is to propose and empirically test a comprehensive model to examine the effect of three factors of service quality in exhibitions (i.e. service product, service environment and service delivery) on satisfaction through three factors of perceived value (i.e. emotional value, economic value and social value). Design/methodology/approach A confirmatory factor analysis was performed to determine key factors in exhibition service quality, perceived value and satisfaction. A structural equation modeling was conducted to analyze the causal relationships among the factors. Findings The empirical results indicated that service product and service environment were significantly and positively associated with all factors of perceived value, which in turn significantly influenced satisfaction. Service delivery, however, was associated only with emotional value. On the other hand, all three factors of perceived value significantly influenced general attendees’ satisfaction. The findings indicated perceived value as an important mediator between exhibition service quality and general attendees’ satisfaction. Originality/value Clearly identifying specific trajectories from service quality to satisfaction through distinct perceived values can be a stepping stone to establishing effective and efficient marketing strategies for general attendees and customizing for their needs. The distinct and clear associations between service quality and perceived value can help exhibition organizers and practitioners understand the process of determining general attendees’ overall satisfaction.

The impact of collaborative engagement on knowledge and performance gains in episodic collaborations

2014 ◽  
Vol 25 (2) ◽  
pp. 245-269 ◽  
Author(s):  
Nancy W. Nix ◽  
Zach G. Zacharia
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Structured Interviews ◽  
Ancillary Benefits ◽  
Content Type ◽  
Empirical Survey ◽  
Collaborative Engagement ◽  
Relational Outcomes ◽  
The Impact ◽  
Ancillary Benefit

Purpose – Supply chains are embedded in a larger network of enterprises where firms exchange offerings, often compete for the same customers, and constantly innovate to improve their performance. In these dynamic environments, firms are increasingly dependent on the knowledge and expertise in external organizations to innovate, problem-solve, and improve performance. Firms are increasingly collaborating to exchange and pool skills and knowledge and deploy resources and capabilities not found in their own firm. This research using both structured interviews and survey data seeks to determine what are the direct benefits and the ancillary benefits of collaboration. The paper aims to discuss these issues. Design/methodology/approach – A mixed methodology approach was utilized, using qualitative structured interviews leading to developing a research model and then an empirical survey of 473 participants who are involved in their respective organization's collaboration projects. The data were analyzed using structural equation modeling to examine relationships between collaborative engagement, knowledge gained, operational outcomes and relational outcomes. Findings – The results of the study indicate that collaborative engagement has a direct effect on knowledge gained, operational outcomes and relational outcomes in collaboration. The ancillary benefit of collaboration is the learning that takes place leads to improved operational outcomes and relational outcomes. Research limitations/implications – In this research study all the constructs are only examined from a single perspective. This can be a limitation as it would be of greater value to collect data from all the members involved in the collaboration. Originality/value – Collaboration has been well studied in many fields but this research suggests an important ancillary benefit that needs to be considered when deciding to collaborate is the knowledge and learning that happens during a collaboration.

Residents’ perceptions of the impact of tourism in Abu Dhabi, United Arab Emirates

2017 ◽  
Vol 11 (4) ◽  
pp. 551-572 ◽  
Author(s):  
Nada Hammad ◽  
Syed Zamberi Ahmad ◽  
Avraam Papastathopoulos
Keyword(s):  
United Arab Emirates ◽  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Cultural Influences ◽  
Abu Dhabi ◽  
Equation Modeling ◽  
Content Type ◽  
The Social ◽  
The Impact

Purpose This paper aims to investigate residents’ perceptions of tourism’s impact on their support for tourism development in Abu Dhabi, United Arab Emirates (UAE). Design/methodology/approach Data were collected using self-administered questionnaires from Abu Dhabi residents (n = 407), who represented 30 nationalities residing in the emirate. Based on social exchange theory, structural equation modeling was used to test hypotheses. Findings Results suggest that Abu Dhabi residents perceive the impacts of tourism positively and are more sensitive to the environmental and economic influences of tourism than the social and cultural influences. Research limitations/implications This study was limited to Abu Dhabi residents; findings cannot be generalized to other emirates in the UAE, or other countries. Originality/value This study adds value to extant tourism literature by investigating residents’ perceptions of the influence of tourism in one of the richest cities worldwide, which aspires to be one of the fastest growing tourism destinations in the Middle East.

The consumers’ commitment and materialism on Islamic banking: the role of religiosity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Junaidi Junaidi ◽  
Ready Wicaksono ◽  
Hamka Hamka
Keyword(s):  
Structural Equation ◽  
Survey Study ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Positive Effects ◽  
Islamic Bank ◽  
Muslim People ◽  
The Impact

Purpose This paper aims to investigate whether and how religiosity (e.g. extrinsic and intrinsic) influences the mediator variables (consumers’ commitment and materialism) in the Islamic bank consumers context. It also examines how the mediators should be influence consumers’ preferences. Design/methodology/approach In total, 658 Muslim people and Islamic bank consumers were recruited for a survey study and structural equation modeling was used to test the research hypotheses. Findings The empirical results indicate that religiosity (e.g. extrinsic and intrinsic) has significant and positive effects on consumers’ commitment and materialism, whereas intrinsic religiosity has no significant effect on consumers’ commitment which subsequently influences consumers’ preference. Furthermore, mediator variables (e.g. consumers’ commitment and consumers’ materialism) have partial mediators between religiosity and consumers’ preferences. Research limitations/implications The current study was limited to Indonesian Muslim people; there is a future need to study consumers’ attitudes and engagement in religious products and services (e.g. Islamic brands). It is can help practitioners, regulators and researchers to observe the dynamic behavior to elaborate on the impact of religion and Islamic products on consumers’ preference. Practical implications The bank managers and regulators should enhance the information of products and services Islamic banks and the difference principle between conventional banks. Moreover, enlighten the consumers about the principle operation of Islamic banks from the perspective of marketing and religiosity. Originality/value This study contributes to consumers’ behavior literature and, specifically, for the decision-making process through developing and testing a model of religious determinants toward Islamic bank products, as well as offers new insights into the determinants of religion and consumers’ decision process toward Islamic banking.

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