The role of customer participation for enhancing repurchase intention

2017 ◽  
Vol 55 (3) ◽  
pp. 547-562 ◽  
Author(s):  
Chih-Cheng Volvic Chen ◽  
Chih-Jou Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Affective Commitment ◽  
Customer Participation ◽  
Repurchase Intention ◽  
Content Type ◽  
Service Firm ◽  
Positive Effects ◽  
Relational Value ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. Design/methodology/approach Data are collected from 176 customers in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. Findings The results of the study show that customer participation produces positive effects on customer satisfaction and affective commitment through the customer relational value. Affective commitment is a strong predictor of repurchase intention, but no relationship between customer satisfaction and repurchase intention was found. Practical implications This study suggests that customer participation can be a win-win situation for customers and the service firm. Customers who create relational value with their service providers effectively enjoy their services more and are more likely to build and maintain long-term relationships with their service firm. Originality/value The findings highlight the roles of the customer and indicate the heuristic value of viewing customer satisfaction and affective commitment as consequences of customer participation. By identifying the effects of customer participation in the service interaction, organizations can determine optimum roles for customers in the service delivery process that will yield a more efficient use of organization resources and improve operational performance.

The impact of customer participation: the employee’s perspective

2015 ◽  
Vol 30 (5) ◽  
pp. 486-497 ◽  
Author(s):  
Chih-Cheng Volvic Chen ◽  
Chih-Jou Chen ◽  
Ming-Ji James Lin
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Job Stress ◽  
Partial Least Square ◽  
Customer Participation ◽  
Content Type ◽  
Service Firm ◽  
Positive Effects ◽  
Relational Value ◽  
The Impact

Purpose – The purpose of this paper is to examine the impact of customer participation in a service delivery process by designing and testing an empirical model with the employees’ point of view in mind. Design/methodology/approach – Using data collected from 166 pairs of customers and service employees in the context of professional financial insurance services, this study uses partial least square path modeling in SmartPLS to analyze the proposed model. Findings – The results of the study show that customer participation produces positive effects on employees’ job satisfaction only if such participation minimizes job stress and meets employees’ relational needs. Job stress and satisfaction were strong predictors for organizational commitment, but the proposed relationship between relational value and organizational commitment was not found. Practical implications – This study suggests that customer participation can be a win-win situation for employees and the service firm. Employees who create relational value with their customers effectively enjoy their jobs more and are more likely to build and maintain long-term relationships with their service firm. Originality/value – The findings highlighted the roles of the customer and the employee and indicated the heuristic value of viewing job satisfaction and organizational commitment as consequences of customer participation. This can enhance the understanding of how encounters should be designed to support employees and improve the co-creation of value.

The role of customer readiness and participation in non-technology-based service delivery

2018 ◽  
Vol 35 (6) ◽  
pp. 588-600 ◽  
Author(s):  
Atieh Poushneh ◽  
Arturo Z. Vasquez-Parraga
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Sample Size ◽  
Customer Participation ◽  
Content Type ◽  
Perceived Service Quality ◽  
Willingness To Recommend ◽  
The Impact

PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

Factors affecting online repurchase intention

2014 ◽  
Vol 114 (4) ◽  
pp. 597-611 ◽  
Author(s):  
Chinho Lin ◽  
Watcharee Lekhawipat
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Self Report ◽  
Repurchase Intention ◽  
Content Type ◽  
Shopping Experience ◽  
Online Shoppers ◽  
The Impact

Purpose – The purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Design/methodology/approach – The authors employed partial least square (PLS) as a technique used to analyze the measurement and structural models. Data for this research were collected from 240 Taiwanese online shoppers who had experienced online shopping at least four times. Findings – The result of this study indicates that online shopping habit acts as a moderator of both customer satisfaction and adjusted expectations, whereas online shopping experience can be considered a key driver for customer satisfaction. Furthermore, the research findings confirm that customer satisfaction is a vital driver of adjusted expectations and online repurchase intention. Adjusted expectations do mediate the impact of online repurchase intention. Research limitations/implications – This paper highlights the effect of online shopping experience and online shopping habit on enhancing repurchase intention. The result implies that the acquisition of usage experience and spontaneous purchases not only leads to higher customer satisfaction and customer expectations, but also strengthens online repurchase intention. The use of self-report scales suggests the possibility of a common method bias. Future studies may further test the robustness of this study in the interplay of experience and habit to shed more light on their relative importance in explaining online repurchase intention. Originality/value – This study extends expectancy-disconfirmation paradigm, especially in the context of online shopping, by emphasizing cognitive, affective, and behavioral change on the attitude-intention behavior of online shoppers.

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.

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.

How does customer participation in service influence customer satisfaction? The mediating effects of role stressors

2019 ◽  
Vol 37 (3) ◽  
pp. 691-710 ◽  
Author(s):  
Yiran Jiang ◽  
Lan Xu ◽  
Nan Cui ◽  
Hui Zhang ◽  
Zhilin Yang
Keyword(s):  
Customer Satisfaction ◽  
Central China ◽  
Customer Participation ◽  
Equation Modeling ◽  
Mixed Effect ◽  
Content Type ◽  
Role Stressors ◽  
The Impact ◽  
Positive Effect

Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived role stress. Therefore, customer participating width and depth can affect customer satisfaction in two different ways. On the one hand, role stressors (i.e. role ambiguity and role conflict) in customer participation have a negative effect on customer compliance, decreasing customer satisfaction. On the other hand, role stressors have a positive effect on customer creativity, increasing customer satisfaction. Originality/value No prior studies, thus far, have examined how customer perceived role stressors in service participation affect customers’ role performance and satisfaction in the service process. The current research identifies the characteristics of customer participation from the perspectives of task role set. On the basis of role stressor theory, this research examines the effects of customer participation width and depth on customer satisfaction using customer perceived role stressors as mediating variables. This research also investigates the mixed effect of role stressors on customer satisfaction. It provides empirical support for the role of customers as “co-creators” by distinguishing customers’ creative behaviors from customer compliance and finds the positive effect of role stressors on customer satisfaction via customer creativity.

Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamarudeen Babatunde Bello ◽  
Ahmad Jusoh ◽  
Khalil Md Nor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Consumer Responses ◽  
Repurchase Intentions ◽  
Quality Perceptions ◽  
Consumer Rights ◽  
The Impact

Purpose The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase intention; second, to investigate the mediating (unique and serial) effects of service quality and satisfaction; and third, to determine the moderating effects of consumer rights awareness (CRA) on the relationship between perceived CSR and consumer responses. Design/methodology/approach Survey data was collected from a sample of 604 customers of the 4 major mobile telecommunications companies in Nigeria. The partial least squares structural equation modeling approach was used to test the hypothesized model. Findings Research findings indicate that perceived CSR has direct and positive effects on service quality, satisfaction and repurchase intention. Also, service quality and satisfaction mediates (uniquely and in sequence) the effect of perceived CSR on repurchase intention. In addition, CRA moderates perceived CSR’s effect on service quality perceptions and repurchase intention. Practical implications The findings confirm the complementary relationships between CSR, service quality and satisfaction in influencing consumers’ repurchase intention. Managers should imbibe CSR as an intangible attribute that complements high-quality services, leading to enhanced customer satisfaction and repurchase intentions. The findings also suggest that CRA enhances perceived CSR’s effect on service quality perceptions and repurchase intentions. Thus, managers should take proactive steps to inform consumers of their rights, and also show efforts at protecting the same. Originality/value This study has overcome the limitation observed in previous studies by testing the sequential mediating effects of service quality and customer satisfaction in the perceived CSR–consumer response relationships. Also, this study represents a pioneering effort at empirically confirming the role of CRA in enhancing perceived CSR’s influence on consumer responses. In addition, the findings also provide insights on the impact of CSR on consumer behavior from a developing country’s perspective.

Optimal customer participation and the role of relationship length

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chung-Yu Wang ◽  
Li-Wei Wu ◽  
Chung-Lun Wei
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Affective Commitment ◽  
Optimal Level ◽  
Customer Participation ◽  
Optimum Level ◽  
Content Type ◽  
Relationship Length ◽  
Survey Sample

PurposeThis study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length.Design/methodology/approachStudent interviewers approached customers who were exiting banks at two skip intervals in Taiwan. The final survey sample consists of 227 respondents.FindingsEmpirical results confirm that optimal customer participation (CP) influences affective commitment through increased customer satisfaction. The optimal level of CP with customer satisfaction and affective commitment is high if the relationship length is long.Originality/valueThis article shows that the marginal benefits of CP on customer satisfaction and affective commitment become negative after an optimum level. Furthermore, relationship length moderates the aforementioned relationships.

Customer engagement in sales promotion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Azam Kaveh ◽  
Mohsen Nazari ◽  
Jean-Pierre van der Rest ◽  
Seyed Abolghasem Mira
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Perceived Value ◽  
Sales Promotion ◽  
Customer Relationship ◽  
Customer Participation ◽  
Customer Engagement ◽  
Content Type ◽  
Promotion Process ◽  
The Impact

PurposeThe purpose of this study is to explore the impact of customer engagement in sales promotion on purchase intention. Utilizing value co-creation and customer engagement theories, the authors tested a model that specifies the effect of customer engagement in sales promotion on purchase intention, through its impact on perceived value and customer satisfaction.Design/methodology/approachThe model was tested with the PLSc-SEM approach.FindingsEngaging customers to store's offers by giving them the possibility to choose the type of promotional discount that suits their personal preferences and needs is positively associated with purchase intention, and that this relationship is mediated in serial by perceived value and customer satisfaction.Practical implicationsInvolving customers in sales promotion provides opportunities for retail front line management, as well as for customer relationship management to attract attention and interest.Originality/valueWhile previous research concerned situations where firms and customers collaborate in the co-creation of value, its role in the sales promotion process is yet unclear. This study starts filling this gap by taking a closer look at customer participation in the sales promotion process and its impact on customer purchase intention.

scholarly journals Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

2017 ◽  
Vol 27 (6) ◽  
pp. 1105-1121 ◽  
Author(s):  
Sanjaya Singh Gaur ◽  
Piyush Sharma ◽  
Halimin Herjanto ◽  
Russel P.J. Kingshott
Keyword(s):  
Customer Satisfaction ◽  
Service Encounters ◽  
Content Type ◽  
Service Employees ◽  
Positive Effects ◽  
Customer Commitment ◽  
Negative Effect ◽  
Frontline Service Employees ◽  
The Impact ◽  
Frontline Service

Purpose The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment. Design/methodology/approach In total, 377 ethnically diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses. Findings Assimilation and integration have positive effects on both customer satisfaction and commitment. Marginalization has a negative effect on both customer satisfaction and commitment but separation has a negative effect only on customer satisfaction and not on customer commitment. Research limitations/implications Future research may validate and extend the authors findings in diverse cultural settings and use experimental method to explore the socio-psychological mechanisms underlying the influence of frontline service employees’ acculturation behaviors on customer satisfaction and commitment. Practical implications This study will help managers understand the importance of service employees’ acculturation behaviors and develop suitable recruitment strategies and training programs to improve their impact on customer satisfaction and commitment. Originality/value This study extends current research on intercultural service encounters by looking beyond the moderating effects of four types of service employees’ acculturation behaviors, to explore their direct effects on customer satisfaction and commitment.

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