Impact of personal values on customer satisfaction and word of mouth for luxury hotel service consumption in Confucian culture: evidence from Vietnam

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nguyen Thi Cam Le ◽  
Vo Thi Quy ◽  
Hoang Thi Kim Quy
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Service Providers ◽  
Personal Values ◽  
Confucian Culture ◽  
Content Type ◽  
Cultural Paradigm ◽  
Hotel Service ◽  
Luxury Hotel

Purpose This research aims to investigate the effect of personal values on customer satisfaction and whether positive experiences lead to positive word of mouth (WOM) about the luxury hotel service from the Confucian perspective. Design/methodology/approach This research developed a structural equation model for testing. Research data collected from Confucian participants who have used luxury hotel services in Vietnam, where Confucianism is the dominant cultural paradigm. Findings The results show that there is a positive relationship between Confucian customer personal values and satisfaction, as well as between customer satisfaction and positive WOM; personal values had no effect on positive WOM. Research limitations/implications This research implies that the personal values of Confucian consumers constitute the lens through which they view the world, thus the service personal values reflect their priorities on luxury hotel service consumption. A key to success for luxury hotel service providers lies in providing services that enhance Confucian customer personal values, which allow service providers to intercommunicate with the Confucian consumers’ core. Originality/value This research is significant because there is little research on personal values from the cultural mechanism of Confucian culture. This research also comes up with a richer understanding of the relationship between customer personal values and behaviors within the luxury hotel segment.

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

Membership-based consumer switching intentions and benefit exchange theory

2016 ◽  
Vol 28 (7) ◽  
pp. 1361-1390 ◽  
Author(s):  
Yi-Fei Chuang ◽  
Yang-Fei Tai
Keyword(s):  
Interpersonal Relationships ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Structural Model ◽  
Service Providers ◽  
Exchange Theory ◽  
Social Benefits ◽  
Equation Modeling ◽  
Psychological Benefits ◽  
Content Type

Purpose This research aims to predict private club members’ intentions to switch service providers based on the benefit exchange theory through a structural model with a second-order factor. Design/methodology/approach This study uses a qualitative procedure to develop a functional, social and psychological model based on the benefit exchange and switching intention literatures. A further quantitative analysis surveyed a sample of 366 private club members and assessed the usefulness of this model. Findings The results of the confirmatory factor analysis and structural equation modeling indicate that social benefits have a stronger impact on switching intention than loss of functional benefits under the context of a high level of interaction between members and between members and service providers. In addition, they confirm the moderating effects of psychological benefits on the relationship between functional benefits and switching intention. Practical implications The findings indicate that members are unlikely to switch if there are positive word of mouth and interpersonal interactions between members and the club (social benefits). Even if they are disappointed with the functional benefits of the club’s products or services, they may still choose to stay with it owing to psychological benefits affecting their decision to switch. The findings offer managerial insights into utilizing relationship marketing activities to strengthen interpersonal relationships, word of mouth, trust, commitment and emotional factors to retain members. Originality/value This research confirms that the benefit exchange theory can explain members’ intentions to switch from their current clubs and provides valuable recommendations to managers on retaining their clubs’ members. Because the switching intentions of club members have not previously been adequately studied, this study fills an important gap in the literature.

Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry

2017 ◽  
Vol 28 (2) ◽  
pp. 555-570 ◽  
Author(s):  
Youngran Shin ◽  
Vinh Van Thai ◽  
Devinder Grewal ◽  
Yulseong Kim
Keyword(s):  
Customer Satisfaction ◽  
South Korea ◽  
Sustainable Management ◽  
Word Of Mouth ◽  
Service Providers ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Shipping Industry ◽  
Content Type ◽  
The Impact

Purpose As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its impact on customer relationship. Although there exists many studies concentrating mainly on the environment aspect of CSMA, only a few address the three dimensions of CSMA (environmental, social and economic) and examine their comprehensive impact on relationship marketing. In an attempt to fill this gap, the purpose of this paper is to empirically investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI). Design/methodology/approach The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea). Structural equation modeling (SEM) is employed to test the impact of CSMA on CS, WOMI and RI. Findings Based on a survey conducted in South Korea, the findings indicate that environmental and economic aspects of CSMA play a significant role in enhancing CS and the enhanced CS positively affects WOMI and RI. Research limitations/implications As the field data were obtained from only one industry, future replication of the findings to other industries should consider industry-specific factors, if applicable. Practical implications The results highlight several implications for shipping industry practitioners to consider when establishing the strategy for effective corporate sustainable management to enhance CS. Originality/value This study is one of the first empirical attempts to explore how CSMA affects CS in the shipping industry. In addition, this paper empirically investigates the influence of CS on WOMI and RI.

Antecedents and consequences of experiential value in fashion retailing: a study on Indian consumers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Geetika Varshneya
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Word ◽  
Internal Factors ◽  
Content Type ◽  
Experiential Value ◽  
Fashion Retail ◽  
Antecedents And Consequences ◽  
Positive Word Of Mouth

PurposeCustomer's experiential value is influenced by external as well as internal factors. This study was an effort to explore the impacts of two relevant internal factors (lifestyle and involvement) and one important external factor (atmospherics) on experiential value. Further, it investigates the influence of experiential value on two pertinent outcomes (customer satisfaction and positive word of mouth).Design/methodology/approachA survey-based questionnaire was used to collect the data (n = 354) from fashion retail shoppers in NCR region in India and was analysed using structural equation modelling.FindingsThe results revealed that positive influence of atmospherics, involvement and lifestyle on experiential value dimensions. Subsequently, the study showed experiential value influences customer satisfaction, which further leads to positive word of mouth.Research limitations/implicationsThe study was carried out in fashion retail stores in National Capital Region in India. Therefore, further investigation is required for generalising the results. Theoretical and managerial contributions of the study are further discussed in the paper.Originality/valueArguably, this paper is an initial attempt to explore the antecedents and consequences of experiential value in the context of fashion retailing.

Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing

2017 ◽  
Vol 55 (7) ◽  
pp. 1558-1577 ◽  
Author(s):  
María Fuentes-Blasco ◽  
Beatriz Moliner-Velázquez ◽  
Irene Gil-Saura
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Unobserved Heterogeneity ◽  
Behavioral Outcomes ◽  
Marketing Strategies ◽  
Equation Modeling ◽  
Content Type ◽  
Dynamic Markets

Purpose The literature recognizes the need to study differences in consumer behavior in highly competitive and dynamic markets. In this paper, the authors look at how the heterogeneous evaluation of retailing influences customer satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable. Design/methodology/approach On a sample of 820 retail customers, the authors apply a finite mixture structural equation modeling that analyzes unobserved heterogeneity simultaneously. In this model, the authors study the influence of heterogeneous perceptions of excellence, efficiency, entertainment and aesthetics on customer satisfaction and of satisfaction on word-of-mouth (WOM) referral and WOM activity. Findings The results show two latent segments where the intensity of causal relations varies, which means that the effect of value dimensions and satisfaction are over or underestimated when heterogeneity is ignored. Originality/value The main value of the paper has been to analyze the potential heterogeneity of value dimensions (intravariable approach), and their links with satisfaction and some dimensions of loyalty (intervariable approach). Customer heterogeneity must be studied to understand the satisfaction process and WOM responses in order to design more efficient and effective relationship marketing strategies.

Thai Airways: key influencing factors on customers’ word of mouth

2019 ◽  
Vol 36 (1) ◽  
pp. 40-57 ◽  
Author(s):  
Arash Ahmadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Target Market ◽  
Content Type ◽  
Service Convenience ◽  
Quality Dimensions

Purpose The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry. Design/methodology/approach The sample included 400 passengers who had experienced THAI’S international flights. To test the study hypotheses, a research model was examined applying structural equation modeling. Findings The findings submit that, in addition to effects of service convenience, service quality and customer satisfaction on word of mouth, decision convenience has the most positive significant influence on word of mouth compared to service quality dimensions and customer satisfaction. Research limitations/implications The present research focuses on assessing the word of mouth level only for THAI; therefore, its findings may not be generalized for the other airlines. In addition, the target market of this study is the customers of THAI. Future researchers can select the markets of other airlines customers. Practical implications In airline companies, service convenience plays a central role on customer word of mouth. Therefore, airlines should concentrate on travelers’ convenience in the service procedure. They should plan the service to support the best convenience for travelers. Originality/value This investigation would help airlines to understand what makes customers more satisfied before, during and after using an airline service and to understand how this is related to the word of mouth.

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

2019 ◽  
Vol 33 (1) ◽  
pp. 71-94 ◽  
Author(s):  
Zoran Kalinić ◽  
Veljko Marinković ◽  
Aleksandar Djordjevic ◽  
Francisco Liebana-Cabanillas
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Mobile Commerce ◽  
Equation Modeling ◽  
Content Type ◽  
Performance Expectancy ◽  
Service To Others ◽  
Willingness To Recommend

Purpose The purpose of this paper, which is based on the UTAUT2 model, is to develop and evaluate a predictive model of customer satisfaction related to mobile commerce (m-commerce) and the willingness to recommend this service to others. Design/methodology/approach The study was conducted based on a sample of 402 respondents. Confirmative factor analysis was used to evaluate the validity of the model, while structural equation modeling (SEM) was used to test the hypotheses. Finally, artificial neural networks were used to rank the influence of the significant predictors obtained by SEM. Findings Trust was found to be the most significant driver of customer satisfaction, followed by performance expectancy and perceived value. In addition, affective commitment and satisfaction were identified as the strongest predictors of word of mouth (WOM). Originality/value The originality/value of the paper lies in the establishment of the connection between the independent variables of the UTAUT 2 model – trust, satisfaction, affective and continence commitment and WOM. Additionally, it is one of a small number of studies investigating customer commitments and their influence on WOM in m-commerce.

scholarly journals The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

2020 ◽  
Vol 24 (2) ◽  
pp. 155-175
Author(s):  
Trevor Alexander Smith
Keyword(s):  
Customer Satisfaction ◽  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Content Type

Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth. Design/methodology/approach The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares). Findings The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands. Practical implications The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers. Originality/value The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

scholarly journals PENGARUH BRAND IMAGE DAN SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN, SERTA IMPLIKASINYA PADA WORD OF MOUTH STUDI KASUS PADA UNIVERSITAS MERCU BUANA JAKARTA

2019 ◽  
Vol 24 (1) ◽  
pp. 101-112
Author(s):  
Sugeng Lubar Prastowo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Service Providers ◽  
Brand Image ◽  
Equation Modeling ◽  
Quality Factors ◽  
And Performance ◽  
Variable Influence

The condition of the number of universities that very much as well as the changing demands of consumers and potential consumers of the attributes and performance of educational services that they get trigger increased intensity of competition among service providers colleges. Evident of instability number ratio of new admissions process at UMB. This study aims to examine and analyze the effect of brand image, service quality to customer satisfaction as well as its implications on word of mouth at the University of Mercu Buanan Jakarta. The research data is taken from the questionnaire data of 100 students, the results of the calculation formula of slovin with error or error rate of 10% = 0. The sampling method that has been used is convenience sampling of 6947 the population of regular students at UMB. The analysis method that has been used in this research is the Structural Equation Modeling (SEM). Research shows that brand image, service quality and customer satisfaction significantly influence word of mouth. Partially showed that the brand image factors certainly has a positive and significant impact on customer satisfaction, service quality factors are also has a positive and significant impact on customer satisfaction, and customer satisfication factor also has a positive and significant impact on word of mouth. Service quality is the most powerful variable influence on customer satisfaction in Mercu Buana University.

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