Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services

2020 ◽  
Vol 30 (3) ◽  
pp. 257-276 ◽  
Author(s):  
Beomjoon Choi ◽  
Hyun Sik Kim
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Interaction Quality ◽  
Customer Interaction ◽  
Mass Service ◽  
Consumption Emotions ◽  
Audience Interaction ◽  
Practical Implications

PurposeThe current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention emotions.Design/methodology/approachIn order to test the model, we gathered self-administered data through an online survey. The relationships were examined using structural equation modelling (SEM).FindingsThe findings show that the influence of customer-to-customer interaction quality on promotion/prevention emotion varies: friend-interaction quality evokes both promotion emotion (high-arousal feelings) and prevention emotion (low-arousal feelings), whereas neighbouring customer-interaction quality elicits promotion emotion, and audience-interaction quality elicits prevention emotion. Moreover, the findings show that enhancing both promotion and prevention emotions is crucial to improve customer attitudinal loyalty in mass service settings, and the strength of the link from promotion emotion to attitudinal loyalty is stronger than that from prevention emotion.Practical implicationsThe authors suggest that marketers should focus on facilitating effective friend- and neighbouring customer-interaction to enhance promotion emotion.Originality/valueThe paper contributes to a stream of research on customer-to-customer interaction by exploring the relative influences of three kinds of customer-to-customer interaction quality on customer attitudinal loyalty via post-consumption emotions.

The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings

2016 ◽  
Vol 30 (4) ◽  
pp. 384-397 ◽  
Author(s):  
Hyun Sik Kim ◽  
Beomjoon Choi
Keyword(s):  
Customer Experience ◽  
Citizenship Behavior ◽  
Communication Quality ◽  
Content Type ◽  
Quality Perception ◽  
Interaction Quality ◽  
Customer Interaction ◽  
Mass Service ◽  
Audience Interaction ◽  
Customer Citizenship Behavior

Purpose Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a critical component of customer experience quality in mass service settings – has seldom been spotlighted. This paper aims to propose and test a theoretical model of the relationship among three types of customer-to-customer interaction quality (friend-interaction, neighboring customer-interaction and audience-interaction) and customer experience quality. They also examine these variables’ effects on customer citizenship behavior in mass service settings. Design/methodology/approach The authors collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling. Findings Friend-interaction and audience-interaction quality perceptions significantly influence customer experience quality, with neighboring customer-interaction quality perception significant only for low communication quality. We find that enhancing customer experience quality is crucial to promoting citizenship behavior in mass service settings. Practical implications Neighboring customer-interaction quality perception has a significant effect on customer experience quality, particularly in a low communication quality situation. Therefore, service marketers should provide effective neighboring customer-interaction management schemes to enhance experience quality together with friend-interaction and audience-interaction management schemes when customers experience low communication quality. Additionally, service marketers should focus on enhancing communication quality only when anticipating low neighboring customer-interaction quality. Originality/value The findings highlight the effects of three types of customer-to-customer interaction quality on customer citizenship behavior through experience quality perception in mass service settings, and the effect of neighboring customer-interaction quality perception on customer experience quality, moderated by communication quality.

Online customer-to-customer interactions, customer–firm affection, firm-loyalty and participation intention

2020 ◽  
Vol 32 (8) ◽  
pp. 1717-1735 ◽  
Author(s):  
Beomjoon Choi ◽  
Hyun Sik Kim
Keyword(s):  
Structural Equation ◽  
Role Playing ◽  
Customer Participation ◽  
Equation Modeling ◽  
Online Interaction ◽  
Content Type ◽  
Customer Interaction ◽  
Mass Service ◽  
Audience Interaction ◽  
The Impact

PurposeThis study aims to investigate the impact of three types of online customer-to-customer interaction qualities on customers' participation intention through customer–firm affection in online mass service contexts to address the influence of several types of intercustomer interactions.Design/methodology/approachThe data were amassed using retrospective experience sampling. The hypothesized relationships were examined utilizing structural equation modeling.FindingsThe results demonstrate that the perceived quality of the friend-interaction (e.g. [non-]verbal online interaction with friends), neighboring customer-interaction (e.g. [non-]verbal online interaction with stranger users) and the audience-interaction (crowding) has a significant impact upon customer participation intention, mediated by customer–firm affection.Research limitations/implicationsThis research was performed in the situation of online mass services (e.g. massively multiplayer online role-playing games). Future studies could extend the findings by conducting further studies across various types of services and by comparing results across different categories of mass services (e.g. hedonic vs utilitarian).Practical implicationsOnline mass service marketers should focus on facilitating all three types of online customer-to-customer interactions (i.e. friend-, neighboring customer-, and audience-interaction). For example, online game developers may need to require users to communicate and collaborate with not only friends but also stranger users to progress and succeed in online multiplayer games.Originality/valueThe current study differs from prior research by addressing the influences of not only online intercustomer interaction qualities but also customer–firm affection on customer participation intention.

Celebrity transgression and consumers’ forgiveness: does religiosity matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Sadat Shimul ◽  
Matthew Barber ◽  
Mohammad Ishmam Abedin
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Equation Modelling ◽  
Before And After ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the role of religiosity on consumers’ forgiveness when celebrities get involved in transgression. The celebrity’s reaction and its impact on consumers’ forgiveness is tested as well. In addition, consumers’ attitudes towards the brand and celebrity as well as purchase intention for the endorsed brand are examined both before and after the transgression. Design/methodology/approach Data (n = 356) were collected through a self-administered online survey and analysed though structural equation modelling in AMOS 26. Findings The results show that consumers’ attitude towards celebrity, brand and purchase intention gets weaker once the celebrity gets into transgression. Consumers tend to forgive more if the celebrity apologises (vs denies) for the wrongdoing. The hypothesised relationship between attitude towards celebrity and purchase intention did not sustain after the transgression. In addition, consumers’ intrinsic religiosity strengthens the relationship between attitude towards the celebrity and purchase intention. Practical implications The findings of this research present valuable implications for brands practitioners. Brands should formulate actionable contingency plans to mitigate the negative ramifications of celebrity transgressions. Specifically, intrinsic religiosity and celebrity apologies should assist consumers in forgiving the transgression and negate the implications that could have arisen if the celebrity instead denied the transgressions. Originality/value This research extends the previous research by examining religiosity and forgiveness within the context of celebrity transgressions. To the best of the authors’ knowledge, this is one of the first few research studies to consider the role religiosity plays in consumers’ intention to forgive celebrity transgressions.

Psychological engagement drives brand loyalty: evidence from Malaysian ecotourism destinations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Anis Makhillah Mohd Sobri
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Content Type ◽  
Brand Quality ◽  
Psychological Engagement ◽  
Destination Brand ◽  
Practical Implications

Purpose The present study attempts to shed some light on tourists’ destination brand loyalty (DBL) in the Malaysian ecotourism context. More specifically, this study aims to examine the relationships between electronic word of mouth (eWOM), destination brand quality (DBQ), destination brand image (DBI), psychological engagement (PE) and DBL. Design/methodology/approach Based on the Stimulus–Organism–Response theory and buyer black box model, this study developed a framework to address tourists’ loyalty towards ecotourism destinations. An online survey was carried out to collect data, which yielded 210 completed usable responses. Structural equation modelling – partial least squares was used to test the study hypotheses. Findings Findings from this study revealed that eWOM and destination product quality affect DBI. Moreover, data support the mediating effect of PE between DBI and DBL. Practical implications This study provides valuable insights for practitioners and policymakers of the tourism industry in creating a DBI, keeping tourists psychologically engaged and retaining their loyalty to the ecotourism destinations. Originality/value This study is amongst the first to examine the effect of eWOM and DBQ on DBI in the ecotourism context. It also examines PE in relation to the DBI, which is a comparatively new area in the literature.

The influence of fashion blogger credibility, engagement and homophily on intentions to buy and e-WOM. Results of a binational study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Giada Mainolfi ◽  
Donata Tania Vergura
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Adoption Process ◽  
Content Type ◽  
Fashion Products ◽  
Binational Study ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
Practical Implications

PurposeThe study aims to contribute to the knowledge on the role of the fashion bloggers in the product adoption process in both advanced and emerging markets. Specifically, the study investigates the impact of credibility, engagement and homophily on intentions to buy fashion products recommended by the blogger.Design/methodology/approachThe empirical research builds on an online survey with a sample of 402 consumers (189 Italian and 213 Taiwanese). The proposed model was tested through structural equation modeling.FindingsResults showed that homophily and the fashion blogger credibility positively influenced the engagement within the blog. Moreover, perceived similarity with the other blog's followers (homophily) and a higher engagement with the blog both translated in a stronger intention to buy the sponsored products and to spread a positive word-of-mouth about the fashion blogger.Practical implicationsThe study has practical implications since it identifies strategic suggestions for both companies that create partnerships with famous fashion bloggers and bloggers who have turned their diary-style websites into a business.Originality/valueThe study contributes to a better understanding of the influence exerted by blog engagement on intentions to follow blogger's recommendations. The study also examines credibility and homophily as antecedents of engagement, which have not been extensively researched in the past with respect to blogs.

scholarly journals Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

2021 ◽  
Vol 12 ◽  
Author(s):  
Guofu Chen ◽  
Shuhao Li
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Current Knowledge ◽  
Equation Modeling ◽  
Interaction Quality ◽  
Customer Complaint ◽  
Customer Interaction ◽  
Customer Trust ◽  
Practical Implications ◽  
Prohibitive Voice

Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality affects customers’ prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers’ prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers’ prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers’ prohibitive voice behaviors.

Factors affecting attendees continued use of mobile event applications

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmet Bulent Ozturk ◽  
Wei Wei ◽  
Nan Hua ◽  
Ruoxi Qi
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Positive Impact ◽  
Study Data ◽  
Equation Modeling ◽  
Content Type ◽  
Factors Affecting ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Practical Implications

Purpose Based on the unified theory of acceptance and use of technology (UTAUT2), the purpose of this study was to examine users’ continued usage intention of mobile event application (MEA) technology. Design/methodology/approach A self-administered online survey was used to collect the study data from 407 MEA users, and structural equation modeling was used to test the study’s hypotheses. Findings The study’s results revealed that users’ continued usage behavior was positively influenced by effort expectancy, performance expectancy, habit, facilitating condition and perceived security. The study’s results further indicated that personal innovativeness had a positive impact on effort expectancy and performance expectancy. Practical implications The findings of the current study deliver important practical implications for event organizers and event technology vendors for identifying factors affecting MEA users’ continued usage intention. Originality/value By extending UTAUT2, the current study is one of the first studies that examined users’ intention to continue to use MEA technology.

SNS eWOM sentiment: impacts on brand value co-creation and trust

2019 ◽  
Vol 38 (1) ◽  
pp. 89-102 ◽  
Author(s):  
Christin Seifert ◽  
Wi-Suk Kwon
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Moderating Effect ◽  
Social Networking Site ◽  
Equation Modeling ◽  
Brand Value ◽  
Brand Trust ◽  
Content Type ◽  
Practical Implications

Purpose The purpose of this paper is to examine how the sentiment of social networking site (SNS)-based brand-related electronic word-of-mouths (eWOMs) influences consumers’ engagement in brand value co-creation and brand trust change, thereby influencing their purchase intention for the brand; and explores a potential moderating effect of mavenism. Design/methodology/approach A sample of 237 college students participated in an online survey to report brand-related eWOM stories to which they were exposed and the brand trust change, brand value co-creation behavior and attitude and purchase intention in response to this exposure. The eWOM stories were content analyzed into positive vs negative eWOM. Structural equation modeling was used to test all hypotheses. Findings Participants reported a significantly higher level of brand value co-creation engagement behavior and more positive brand value co-creation engagement attitude and brand trust change after seeing a positive (vs negative) brand-related eWOM on SNSs. Brand trust change and value co-creation engagement attitude positively influenced purchase intention. The moderating effect of mavenism was not significant. Practical implications Findings suggest that brand marketers should actively monitor and respond to the sentiment of SNS-based eWOMs and establish strategies to encourage consumers to create and share positive eWOMs on SNSs. Originality/value This study contributes to closing the empirical gap in SNS-based eWOM research by providing support for brand-related eWOM sentiment as a significant motivational factor triggering consumers’ engagement in brand value co-creation and brand trust change on SNSs as well as purchase intention.

Healthy lifestyle and food waste behavior

2019 ◽  
Vol 37 (2) ◽  
pp. 148-159
Author(s):  
Elisabetta Savelli ◽  
Barbara Francioni ◽  
Ilaria Curina
Keyword(s):  
Food Waste ◽  
Structural Equation ◽  
Online Survey ◽  
Ad Hoc ◽  
Healthy Lifestyle ◽  
Mediating Effect ◽  
Waste Reduction ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to address the food waste phenomenon by investigating the relationship between healthy lifestyle and food waste intensity and by considering the mediating role of food waste preventing behavior on such a relationship. Design/methodology/approach Based on an online survey of 1,941 UK millennial consumers, the research hypotheses were tested using the PLS-PM approach to structural equation model. Findings The results reveal that both the consumption of healthy food and the habit of eating at home enhance food waste reduction. Moreover, the findings corroborate the mediating effect of the food waste preventing behavior on the relationship between a healthy lifestyle and food waste intensity, thus underlying its role as an effective mechanism able to improve the influence of healthy lifestyle dimensions on food waste intensity. Practical implications The paper offers three levels of practical implications directed to public institutions, private manufacturers and retailers. Social implications The study underlines the key relevance of ad hoc educational programs aimed at improving the overall awareness of young consumers about food waste damages, by specifically identifying the main features on which these programs should focus. Originality/value This paper adds knowledge by helping to explain how and why a healthier lifestyle could translate into food waste reduction. Moreover, the study offers a comprehensive understanding of preventing behavior by proposing a rich overview of strategies to adopt to avoid food waste.

The formation of research ethics for data sharing by biological scientists: an empirical analysis

2019 ◽  
Vol 71 (5) ◽  
pp. 583-600 ◽  
Author(s):  
Boryung Ju ◽  
Youngseek Kim
Keyword(s):  
Research Ethics ◽  
Data Sharing ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Funding Agency ◽  
Research Model ◽  
Content Type ◽  
Perceived Pressure ◽  
Practical Implications

Purpose The purpose of this paper is to investigate how biological scientists form research ethics for data sharing, and what the major factors affecting biological scientists’ formation of research ethics for data sharing are. Design/methodology/approach A research model for data sharing was developed based on the consequential theorists’ perspective of ethics. An online survey of 577 participants was administered, and the proposed research model was validated with a structural equation modeling technique. Findings The results show that egoism factors (perceived reputation, perceived risk, perceived effort), utilitarianism factors (perceived community benefit and perceived reciprocity) and norm of practice factors (perceived pressure by funding agency, perceived pressure by journal and norm of data sharing) all contribute to the formation of research ethics for data sharing. Research limitations/implications This research employed the consequentialist perspective of ethics for its research model development, and the proposed research model nicely explained how egoism, utilitarianism and norm of practice factors influence biological scientists’ research ethics for data sharing, which eventually leads to their data sharing intentions. Practical implications This research provides important practical implications for examining scientists’ data sharing behaviors from the perspective of research ethics. This research suggests that scientists’ data sharing behaviors can be better facilitated by emphasizing their egoism, utilitarianism and normative factors involved in research ethics for data sharing. Originality/value The ethical perspectives in data sharing research has been under-studied; this research sheds light on biological scientists’ formation of research ethics for data sharing, which can be applied in promoting scientists’ data sharing behaviors across different disciplines.

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