Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

scholarly journals The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building

2021 ◽  
Vol 13 (7) ◽  
pp. 4066
Author(s):  
Romina Cheraghalizadeh ◽  
Hossein Olya ◽  
Mustafa Tumer
Keyword(s):  
Competitive Advantage ◽  
Dynamic Capabilities ◽  
Capabilities Approach ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Organizational Capabilities ◽  
Validity And Reliability ◽  
Internal And External Factors ◽  
The Relationship

Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis was applied to assess the mediation and moderation effects. The results revealed that organizational capabilities enhance customer relationship building and competitive advantage. Market dynamism as an external factor moderates the relationship between organizational capabilities and customer relationship building. There is also an indirect association between organizational capabilities and competitive advantage through the mediation of customer relationship building. The theoretical and practical implications of the findings are discussed.

The Longitudinal Association Between Passive Social Networking Site Usage and Depressive Symptoms: The Mediating Role of Envy and Moderating Role of Life Satisfaction

2019 ◽  
Vol 38 (3) ◽  
pp. 181-199
Author(s):  
Hai-Zhen Wang ◽  
Ting-Ting Yang ◽  
James Gaskin ◽  
Jin-Liang Wang
Keyword(s):  
Mental Health ◽  
Life Satisfaction ◽  
Depressive Symptoms ◽  
Social Networking ◽  
Social Networking Site ◽  
Mediation Effect ◽  
Mediating Role ◽  
Indirect Relationship ◽  
The Relationship

Introduction: The relationship between Social Networking Site (SNS) usage and depressive symptoms is a growing concern among mental health researchers and practitioners. The purpose of this study was to better understand the mechanism and context under which SNS use affects depressive symptoms. Method: We did this by examining envy as a mediator of the relationship between passive SNS usage and depression over time, with life satisfaction as a moderator of this mediation effect. The sample included 266 college students, who completed the surveys in two waves. Results: The results showed that envy fully mediated the association between passive SNS usage and depression. This indirect relationship was moderated by level of life satisfaction. Specifically, and unexpectedly, among individuals with higher levels of life satisfaction, more frequent passive SNS use was related to increased envy, which, in turn, was associated with increased depressive symptoms. However, this indirect relationship was non-significant for those with lower levels of life satisfaction. Discussion: Thus, the potential of passive SNS use to increase depressive symptoms through envy among individuals with high life satisfaction should be considered when mental health practitioners design interventions.

A customer engagement framework for a B2B context

2018 ◽  
Vol 33 (1) ◽  
pp. 145-152 ◽  
Author(s):  
Youmna Mohamed Abdelghany Youssef ◽  
Wesley J. Johnston ◽  
Talaat Asaad AbdelHamid ◽  
Mona Ibrahim Dakrory ◽  
Mohamed Galal Soliman Seddick
Keyword(s):  
Customer Equity ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Customer Engagement ◽  
Content Type ◽  
Equity Value ◽  
Comprehensive Framework ◽  
The Relationship ◽  
Business To Business

Purpose The purpose of this study is to investigate conceptually the relationship between the customer’s engagement and equity and to determine whether customer engagement could be positively enhanced by business-to-business (B2B) firms to maximize their customer equity, through examining the role of cognitive, emotional and behavioral engagement. Design/methodology/approach This paper is built on the evolving marketing literature and proposes a comprehensive framework that uses a multidimensional conceptualization for the customer’s engagement and equity constructs; examines the relationships between customer satisfaction, commitment, trust and involvement and customer engagement; and specifies the specific customer engagement dimensions – cognitive, emotional and behavioral – as key mediators of the engagement–equity relationship. Findings This paper indicated that customer engagement is a multidimensional construct with three dimensions: cognitive, emotional or behavior engagement. Customer’s satisfaction, commitment, trust and involvement would be regarded as antecedents to customer engagement, whereas customer equity would be regarded a consequence for customer engagement. In addition, this paper identified three drivers of customer equity – value, brand and relationship equities – based on reviewing the previous studies. Originality/value This paper integrates philosophies from previous marketing studies of customer relationship management and customer engagement and equity into a B2B environment in a more customer-centric approach.

The Mediating Role of Customer Satisfaction in the Relationship Between Atmospherics on Customer Behaviour: Stimulus Organism Response Model Approach in the Spa Industry of Thailand

2019 ◽  
Vol 16 (11) ◽  
pp. 4738-4747
Author(s):  
Kittisak Jermsittiparsert ◽  
Thanaporn Sriyakul ◽  
Kulkanith Kunathikornkit
Keyword(s):  
Customer Satisfaction ◽  
Theoretical Foundation ◽  
Statistical Tool ◽  
Mediating Role ◽  
Customer Behaviour ◽  
Research Questions ◽  
The Relationship ◽  
Author Knowledge ◽  
Model Approach

The main purpose of the current study is to examine customer satisfaction, atmospheric and customer behaviour using SOR model. In addition to that, the study has examined the mediating role of customer satisfaction in the relationship between Atmospherics on Customer Behaviour. In recent Past, the main focus for the organizations was to identify the factors that can help in enhancing the loyalty of the customers. Additionally, their focus is also on delivering superior services by which they can keep the customers loyal. The study is of the view that the organizationsmake these efforts with desires to keep these customers retain, which will help them in increasing the profits and revenues. However, the current study has filled this gap. However, this study is among the pioneering studies on this issue Employing the survey-based methodology; the SEM-PLS technique is used to test the hypothesized relationships. So, the current study has used SEM-PLS as a statistical tool to answer the research questions raised in this study and research objectives envisaged in the current study. The data is collected from the SPA customers in Thailand. The findings of the study have provided support to the theoretical foundation and the proposed hypothesis of the current study. The current study will be helpful for policymakers and practitioners in understanding the issues work customer satisfaction, atmospheric and customer behaviour using SOR model. In author knowledge, this is among very few pioneering studies on this issue.

scholarly journals Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role

2018 ◽  
Vol 10 (4) ◽  
pp. 94
Author(s):  
Iman Abdel Hamid Hasanin
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Corporate Entrepreneurship ◽  
External Factors ◽  
Mediating Role ◽  
Internal And External Factors ◽  
The Relationship

The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time. The study also found that there was a statistically significant correlation between corporate entrepreneurship and customer loyalty, which means that the greater the application of corporate entrepreneurship, the higher the effect of internal and external factors. The study suggests a set of recommendations to encourage banks in the study to apply CE to enhance customer loyalty.

scholarly journals The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

2021 ◽  
pp. 5-8
Author(s):  
Anh Tuan Pham ◽  
◽  
Khashayar Yazdani
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Online Shopping ◽  
Technical Problem ◽  
Customer Experience ◽  
Equation Modeling ◽  
Sufficient Information ◽  
Mediating Role ◽  
The Relationship

The negative impacts of COVID-19 to every aspects of social-economic structure lead to the retail industry’s changes by shifting from traditional way to online shopping. Although Vietnam is potential market of e-commerce, there are still lots of barriers of online shopping to customer behaviour, especially how to improve the customer experience in purchasing process. Therefore, this paper analyses the mediating role of customer experience on the relationship between online shopping determinants such as: payment barrier, bad complaint resolve, slow delivery process, poor product quality, technical problem, and customer satisfaction in Vietnam. The online survey is conducted according to the related theories, relevant empirical evidence, and pilot study to collect reliable data from 360-400 respondents in Ho Chi Minh city and Ha Noi city. Some quantitative data analysis techniques are proposed and used in this study, including descriptive statistics, reliability, explanatory factor analysis, variance analysis, Pearson correlation analysis, confirmatory factor analysis, and structural equation modeling. For using them, the researcher expects that all factors have significant and negative effect on customer satisfaction through customer experience. By developing one of the first research attempt on pre-normal phase of COVID-19 pandemic, the researchers believes the marketers and top managers at e-commerce companies in Vietnam to have sufficient information about how their customers’ experience with online shopping platforms and related services.

scholarly journals THE MEDIATION EFFECT OF SELF-ESTEEM ON THE RELATIONSHIP BETWEEN PERSONALITY TRAITS AND COLLECTIVE SELF-ESTEEM IN THE SAMPLE OF LATVIAN ARTS THERAPISTS

2020 ◽  
Vol 7 ◽  
pp. 108
Author(s):  
Zane Krieķe ◽  
Kristīne Mārtinsone ◽  
Viktorija Perepjolkina
Keyword(s):  
Personality Traits ◽  
Demographic Data ◽  
Self Esteem ◽  
Mediation Effect ◽  
Moderate Correlation ◽  
Mediating Role ◽  
Collective Self ◽  
Collective Self Esteem ◽  
The Relationship

The purpose of this study was to examine the relationship among personality traits, self-esteem and collective self-esteem of Latvian Arts therapists and specifically to examine a potentially mediating role of self-esteem on the correlation between personality traits and collective self-esteem. The sample of the study consisted of 81 Arts therapists of whom data for 74 AT were analysed. The data were collected by Latvian Personality Inventory (LPI-v3), Collective Self-Esteem Scale (CSES), Rosenberg Self-Esteem Scale (RSES) including the demographic data. Pearson correlations indicated significant negative moderate correlation between self-esteem and LPI scale Neuroticism, positive moderate correlation between self-esteem and CSES scale Membership self-esteem and between LPI scale Neuroticism and CSES scale Membership self-esteem, therefore mediation analysis was applied to examine the effect of self-esteem on a relationship between Neuroticism and Membership Self-Esteem. Sobel test was used to test the significance of a mediation effect. Results indicated Self-esteem as a significant mediator in the relationship between Neuroticism and Membership self-esteem. The findings of this research suggest that emotional stability and self-esteem influence Latvian Arts therapist’s sense of identifying themselves as members with their professional group. These results are important for further development of Latvian Arts therapist profession to strengthen Art therapist’s professional identity. 

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