A review of value drivers in service settings

2018 ◽  
Vol 32 (7) ◽  
pp. 850-867 ◽  
Author(s):  
Maria-Eugenia Ruiz-Molina ◽  
Martina Gallarza ◽  
Irene Gil-Saura
Keyword(s):  
Product Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Value Drivers ◽  
Content Type ◽  
Value Perceptions ◽  
Segmentation Approach ◽  
Emotional Value ◽  
Home Furnishing ◽  
Loyal Customers

Purpose Perceived value and customer loyalty have been studied jointly in most of services literature but mainly through SEM models. This paper aims to draw on the literature on the multidimensional richness of perceived value, to adopt a segmentation approach and explore segments of loyal consumers towards the service provider based on their value perceptions. Design/methodology/approach A survey was conducted among 460 Spanish consumers interviewed at the store exit of seven retail chains in two sectors (grocery and home furnishing). A CHAID analysis was performed on loyalty responses, through nine value dimensions (efficiency, service quality, product quality, emotional value, value for money, social value, aesthetic value, escapism and ethics). Findings Results show the existence of different groups of loyal customers based on the nine value types. Efficiency is prioritised by the most loyal customers in grocery but not for home furnishing. Emotional value and aesthetics, along with product quality determine the most loyal segments. Practical implications Retailers should focus on enhancing those value dimensions that better explain customer loyalty towards retail stores in their area of specialisation, combining not only tangible and intangible elements but also functional and emotional elements. Originality/value The paper adds to the prolific research on perceived value in services with a diachronic graphical review of value dimensions in retailing; furthermore, the range of value dimensions studied here is wider than most of previous works using dimensions of value in services.

Home furnishings consumption choices: a qualitative analysis

2014 ◽  
Vol 17 (1) ◽  
pp. 24-42
Author(s):  
Katherine Annette Burnsed ◽  
Nancy J. Hodges
Keyword(s):  
Perceived Value ◽  
Lead Times ◽  
Content Type ◽  
Home Furnishings ◽  
Southeastern Us ◽  
Consumption Choices ◽  
Value Perceptions ◽  
Depth Interview ◽  
Home Furnishing

Purpose – The purpose of this study was to analyze the role of consumer perceived value relative to home furnishing case good (i.e. furniture made of wood and not upholstered) consumption choices. Design/methodology/approach – A qualitative approach to data collection and interpretation was used. A semi-structured depth-interview and focus group schedule was created based on an extant review of literature and consisted of open-ended questions about shopping for and purchasing home furnishings case goods. Findings – A thematic interpretation of interviews and focus groups led to the development of emergent themes: the key factors influencing participant's value perceptions were quality, comfort, and price; participants decorated first for themselves; a welcoming, attractive environment for family and friends/guests was important; and desires and wants were more salient than needs. Themes were then categorized according to Sheth, Newman, and Gross' five consumption value dimensions. Research limitations/implications – Limitations of the study include a focus on Southeastern US consumers and a focus on home furnishings case goods. Practical implications – Although the findings of this research are market specific, they have important implications for the home furnishings case goods industry. Overall, this study provides product developers, manufacturers, and marketers with a greater understanding of the home furnishings case goods consumer, which could allow sellers to create lead times and provide consumers with more tailored offerings/selections that would better suit their needs and desires. Originality/value – This paper offers insight into the role of consumer perceived value relative to home furnishing consumption choices to product developers, manufacturers, and marketers.

Investigating consumers' path to showrooming: a perceived value-based perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Narasimhan Rajkumar ◽  
Pankaj Vishwakarma ◽  
Kishore Kumar Gangwani
Keyword(s):  
Structural Equation ◽  
Research Work ◽  
Perceived Value ◽  
Product Evaluation ◽  
Search Costs ◽  
Value Drivers ◽  
Content Type ◽  
Online Risk ◽  
Value Perceptions ◽  
Brick And Mortar

PurposeGrounded on the concept of a value trade-off, the authors of this study seek to address the question of why some people visit an offline store before purchasing online. The authors offer a novel perspective by identifying and describing the perceived value drivers (benefits and sacrifices) associated with showrooming in the context of the branded apparel segment.Design/methodology/approachData collected from 318 showrooming customers were analysed in the context of the proposed perceived value framework using the structural equation modelling method.FindingsThe results showed that enhanced product evaluation, monetary savings, smart shopper feelings and perceived enjoyment (positively) and search costs and online risk (negatively) influenced consumers' showrooming value perceptions as benefits and sacrifices associated with showrooming. Only perceived consumption delay emerged as insignificant. As expected, perceived showrooming value was identified as an important driver of showrooming intentions.Research limitations/implicationsThe application of this paper's findings is limited to the branded apparel segment. The model can be tested in other sectors with a larger sample size to gain deeper insights.Practical implicationsThe findings can be utilized by brick-and-mortar retailers to retain showrooming customers.Originality/valueThe authors of the current research work contribute to a better understanding of showrooming by adopting a perceived-value-based perspective, which offers an alternative yet effective route for understanding showrooming.

Value drivers and adventure tourism

2017 ◽  
Vol 27 (1) ◽  
pp. 102-122 ◽  
Author(s):  
Paul Williams ◽  
Geoff Soutar ◽  
Nicholas Jeremy Ashill ◽  
Earl Naumann
Keyword(s):  
Behavioral Intentions ◽  
Customer Value ◽  
Path Modeling ◽  
Cultural Groups ◽  
Value Drivers ◽  
Content Type ◽  
Adventure Tourism ◽  
Value Perceptions ◽  
Emotional Value ◽  
Japanese Tourists

Purpose The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two culturally distinct groups of adventure tourists. Design/methodology/approach The study adopted a descriptive design and compared data from 301 Japanese and Western adventure tourists who experienced the same adventure tour. The respondents were split into two groups, and a path modeling approach was used to examine similarities and differences. Findings The results indicated that Japanese tourists attached more importance to emotional value and novelty value. Western tourists, however, attached relatively more importance to the utilitarian dimension of price value for money. Practical implications The main implication of this study is that tourism operators should account for differences in value perceptions between Japanese and Western tourists when planning tour operations, training tour guides, and managing tour itineraries. Operators should also consider customizing their tour products to fit the specific needs of these different cultural groups. This reinforces the adaptation argument when marketing tourism to international consumers. Originality/value This study highlights that different value drivers affect the satisfaction and behavioral intentions of Japanese tourists, relative to Western tourists. The need for adaptation of tourism products toward certain international tourists is thus necessary. The research also reinforces the importance of conceptualizing and measuring customer value as a multidimensional construct in an international adventure tourism context.

Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions

2016 ◽  
Vol 54 (4) ◽  
pp. 981-1003 ◽  
Author(s):  
Martina G. Gallarza ◽  
Maria Eugenia Ruiz-Molina ◽  
Irene Gil-Saura
Keyword(s):  
Product Quality ◽  
Customer Loyalty ◽  
Social Value ◽  
Cognitive Factors ◽  
Value For Money ◽  
Content Type ◽  
Mediating Role ◽  
Emotional Factors ◽  
A Chain ◽  
Emotional Value

Purpose – Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction. Design/methodology/approach – The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect effects through both cognitive and affective satisfaction. Findings – Notably, the results highlight the mediating role of shoppers’ emotional and social value on the linkages between satisfaction and loyalty. Therefore, this study has proved the embedded impact of value dimensions on overall satisfaction and behavioural intentions in a cognitive-affective-behavioural framework. Practical implications – Managerially, retailers who intend to build long-term relationships with their customers will benefit by investing in emotional factors along with cognitive factors, on the assumption that cognitive factors lead to emotional factors, and that both affect loyalty to the service provider through cognitive and affective satisfaction. Originality/value – This work can be said to have made two substantial contributions to previous literature. First, the old but constantly renewed dichotomy between utilitarian and hedonic attributes in retailing has emerged in the work, in the sense that different value dimensions (two utilitarian, one hedonic and one social) have been proved to be differently related to customer satisfaction (both cognitive and affective), and indirectly to customer loyalty. And second, this work has also proved the existence of a chain of effects between value dimensions: product quality and value for money to emotional value, and this to social value.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul

2011 ◽  
Vol 4 (2) ◽  
Author(s):  
Budi Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Chi Square ◽  
Brand Reputation ◽  
Key Factor ◽  
Good Reputation ◽  
Loyal Customers

One of the key factor that PT Sido Muncul concerns about its Jamu Tolak Angin is the customer loyalty. The increase number of loyal customers can be considered as the success of the company’s product amidst the competition. This research is conducted to find out whether the product’s quality influences the customer loyalty through customer satisfaction and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. This research is conducted to retest the model proposed by Fred Selnes (1993), by using the Structural Equation Model (SEM). The sample of this research is 200 persons, collected by judgment sampling. The result of this research shows that customer loyalty is influenced by product quality, customer satisfaction, and brand reputation. Product quality influences customer loyalty through customer satisfaction and brand reputation. The model’s test of this research shows Chi-Square=65.81 (P=0.00026), RMSEA=0.071, GFI=0.94, dan AGFI=0.90. Product quality influences customer loyalty through customer satisfaction and brand reputation by 0.26 and it influences customer loyalty through brand reputation by 0.46. This research shows that good quality product will lead to the increase of customer loyalty and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. Loyal customers are directly influenced by PT Sido Muncul’s Jamu brand, while customer satisfaction doesn’t directly influence customer loyalty. When choosing which jamu product to consume, the customers don’t necessarily choose the product based on the satisfaction of past use but on the brand reputation. Customers think that the jamu brand that has good reputation is suitable for continuous use. This is because customers view jamu as traditional medicine, so the selection should be based on those products who have reliable brand reputation. This result shows that the PT Sido Muncul’s Jamu Tolak Angin brand reputation that has been formed may strengthen the product quality’s influence on creating customer loyalty.

Effect of product attribute beliefs of ready-to-drink coffee beverages on consumer-perceived value and repurchase intention

2016 ◽  
Vol 118 (12) ◽  
pp. 2963-2980 ◽  
Author(s):  
Edward S.-T. Wang ◽  
Jia-Rong Yu
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Repurchase Intention ◽  
Product Attribute ◽  
Content Type ◽  
Repurchase Intentions ◽  
Hedonic Value ◽  
Value Perceptions ◽  
Utilitarian Value ◽  
Functional Attribute

Purpose The purpose of this paper is to explore the effect of the product attribute beliefs of ready-to-drink (RTD) coffee beverages (i.e. content sensory, packaging and branding, and content functional attributes) on perceived value (i.e. utilitarian and hedonic value) and repurchase intention. Design/methodology/approach In the study survey, 401 participants who had purchased RTD coffee beverages within the previous month were included. Structural equation modelling was employed to analyse the survey data. Findings The findings indicate that consumers of RTD coffee beverages form utilitarian and hedonic value perceptions through content sensory, packaging and branding, and content functional attribute beliefs. Furthermore, utilitarian value is one of the most crucial determinants of repurchase intentions. The findings further reveal that whereas content functional attribute beliefs have a dominant influence on utilitarian value, content sensory attribute beliefs have a greater influence on hedonic value. Originality/value The findings of this study can serve as a reference for RTD coffee beverage companies to develop new products and communication strategies.

Web-store image dimensions and online retail customer loyalty: investigating mediators and moderators

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pavleen Soni
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Online Retail ◽  
Content Type ◽  
Design Elements ◽  
Purchase Frequency ◽  
Store Design ◽  
Serial Mediation

PurposeIn an era of burgeoning activity in online retail in India, the role of web-store design is paramount. Web-store design elements such as website functionality, brand assortment and product quality are expected to generate customer loyalty.Design/methodology/approachUsing data collected from 553 students from two universities in north India, the present study investigates the indirect effect of web-store dimensions (through website functionality, brand assortment and product quality) on online store loyalty via an enjoyment state (flow) and customer satisfaction. Serial mediation has been analysed through PROCESS macro developed by Hayes version 3.0. In addition to this, the moderating role of gender and purchase frequency has also been investigated.FindingsThe present study renders support to serial mediation between website functionality, flow, customer satisfaction and loyalty. However, the path between brand assortment and loyalty is more strongly mediated by customer satisfaction only. Males experience less flow as compared to females while handling brand assortment on websites. The three-way interaction between brand assortment, gender and purchase frequency is also statistically significant.Originality/valueThe study examines the manner in which online retailers can choose to build customer loyalty when they try to build retail image using web store functionality and /or product/brand assortments. The study offers insights to retailers about how and when to focus on hedonism versus customer satisfaction or both of them in conjunction to enhance customer loyalty. This study is important as it investigates the relationships in Indian scenario witnessing a high rate of growth in online retail which can tremendously affect these relationships.

The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pınar Başgöze ◽  
Yaprak Atay ◽  
Selin Metin Camgöz ◽  
Lydia Hanks
Keyword(s):  
Experimental Design ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Deep Understanding ◽  
Loyalty Program ◽  
Content Type ◽  
Value Perception ◽  
Study Results ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this study is to evaluate the impact of reward structure on the customer's value perception of the program, loyalty to the program and loyalty to the firm.Design/methodology/approachA 2 (type of reward) x 2 (timing of redemption) between subjects experimental design was conducted. In addition, the indirect effect of the customer's value perception of the program on loyalty to the firm via loyalty to the program is tested with Hayes and Preacher's mediation procedure.FindingsStudy results indicated that type of reward has a positive impact on the perceived value of a loyalty program. Program loyalty mediates the relationship between the perceived value of the loyalty program and customer loyalty, as well as the relationship between type of reward and customer loyalty.Originality/valueThe findings of this study demonstrate the importance of the type and timing of loyalty program rewards on customer perceptions of the value of the loyalty program. In addition, this study is a step forward in providing a deep understanding of the impact of such perceptions on loyalty. These findings fill a number of research gaps and provide tangible guidance for practitioners.

Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

2020 ◽  
Vol 11 (3) ◽  
pp. 337-355
Author(s):  
Supawat Meeprom ◽  
Tongrawee Silanoi
Keyword(s):  
Economic Value ◽  
Perceived Value ◽  
Perceived Quality ◽  
Social Value ◽  
Exit Point ◽  
Content Type ◽  
Behavioural Intentions ◽  
Special Event ◽  
Emotional Value

PurposeThe aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.Design/methodology/approachA self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.FindingsThe study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.Research limitations/implicationsThere are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.Originality/valueThis is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

Sign in / Sign up

Export Citation Format

Share Document