Encouraging tourist citizenship behavior through resource uniqueness and service quality: The mediating role of emotions

2020 ◽  
pp. 135676672095210
Author(s):  
Lin Liu ◽  
Tingting Cui ◽  
Jinnan Wu ◽  
Ruilan Cao ◽  
Ye Ye
Keyword(s):  
Service Quality ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Negative Emotion ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Citizenship Behaviors ◽  
Tourism Resource

Consumer citizenship behavior is widely considered to be vital to business success. However, the role of resource uniqueness and service quality in encouraging citizenship behavior in tourism settings has not been well understood. Grounded on a framework integrating the Stimulus-Organism-Response Model and Social Exchange Theory, this study examines whether tourism resource uniqueness and service quality affect tourists’ citizenship behaviors (i.e., word-of-mouth recommendations and providing feedback) through the mediating effect of tourist emotion (i.e., positive and negative emotions). A total of 321 samples collected from three types of scenic spots in China were analyzed using structural equation modeling and Bootstrapping procedures. Results suggest that both tourism resource uniqueness and service quality positively predict positive emotion and negatively influence negative emotion, which is further positively and negatively associated with word-of-mouth recommendation and providing feedback, respectively. Moreover, both positive emotion and negative emotion mediate the effects of tourism resource uniqueness and service quality on tourists’ citizenship behaviors. Findings provide evidence that both resource uniqueness and service quality are critical to understand tourists’ citizenship behavior, and offer important marketing implications for destinations to manage tourist emotional experiences.

Role of the perceived justice of service recovery: A comparison of first-time and repeat visitors

2017 ◽  
Vol 19 (1) ◽  
pp. 98-111 ◽  
Author(s):  
Peng Chen ◽  
Yeong Gug Kim
Keyword(s):  
Procedural Justice ◽  
Structural Equation ◽  
Positive Emotion ◽  
Negative Emotion ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Perceived Justice ◽  
First Time

The objectives of this study are to determine the effects of perceived justice on customers’ emotional response, which influences customer behavior, and to identify any distinction between first-time and repeat visitors’ perspectives of service recovery. After 550 self-administered questionnaires were distributed, 477 usable questionnaires were obtained. The relationships among seven constructs (distributive justice, procedural justice, interactional justice, positive emotion, negative emotion, overall satisfaction, and word-of-mouth intention) were measured using structural equation modeling, and the moderating role of first-time and repeat visitors in the relationships among constructs was determined. Although there are no significant relationships between procedural justice or interactional justice and negative emotion, other paths were significant. In addition, the moderating function of first-time and repeat visitors had significant impact on the relationships of positive emotion and negative emotion with overall satisfaction.

scholarly journals THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED PRICE FAIRNESS ON CUSTOMER LOYALTY WHICH CUSTOMER SATISFACTION AS INTERVENING STUDY ON ONLINE SHOPPING SITE IN INDONESIA

2021 ◽  
Vol 4 (1) ◽  
pp. 143-171
Author(s):  
Olivia Citra Octaviani ◽  
Mohamad Rizan ◽  
Agung Kresnamurti Rivai P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Price Fairness ◽  
Perceived Price ◽  
Perceived Price Fairness

This study examines the effect of e-service quality and perceived price fairness on customer loyalty with the intervening role of customers’ satisfaction in the online shopping site in Indonesia. The research method uses a quantitative research design with a survey model. The sample used in this study is Lazada consumers which consists of five large cities in Indonesia (Jakarta, Bogor, Depok, Tanggerang, and Bekasi City) and have done online shopping site at Lazada at least once in the last six months. The object of this research were the 200 customer respondents who had made purchases on the largest online shopping site platform of Indonesia, Lazada. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the e-service quality and perceived price fairness affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between e-service quality and perceived price fairness on customer loyalty. Third, e-service quality and perceived price fairness directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the online shopping site a  good quality and perception about price could positively influence customers but not necessarily form loyalty.

Love is not blind: investigating a love-hate transition among luxury fashion brand consumers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Kashif ◽  
Tulay Korkmaz Devrani ◽  
Aisha Rehman ◽  
Sarminah Samad
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Brand Love ◽  
Content Type ◽  
Fashion Brand ◽  
The Relationship ◽  
Brand Hate

PurposeThere is extensive research where consumer emotions of brand love and brand hate are investigated. However, the studies where a transition in consumer-brand emotions is explored are scant. This paper aims to investigate the mediating effect of brand jealousy in the relationship between brand love and brand hate among luxury fashion brand consumers. Also how value expressiveness moderates the relationship between brand hate and negative word of mouth (NWOM) is examined.Design/methodology/approachThe study is based on a cross-sectional survey conducted among 273 luxury fashion consumers from Pakistan. The structural equation modeling (SEM) technique is employed to test the proposed hypotheses.FindingsAll the proposed hypotheses are supported. Brand jealousy mediates the relationship between brand love and brand hate. Furthermore, value expressiveness buffers the relationship between brand hate and NWOM.Practical implicationsThe luxury fashion marketers should focus on strengthening the symbolic identity of a luxury fashion brand via advocating its visual elements. Moreover, there is a need to advertise luxury fashion brands as exclusive to individual customers. Finally, some rewards can be offered to consumers to generate positive word of mouth (WOM) about luxury fashion brands.Originality/valueThe study of an emotional transition among luxury brand customers via a mediating role of brand jealousy is a unique theoretical contribution. Moreover, the moderating role of the value-expressiveness function examining the hate-to-NWOM path is also unique to this study.

Attitudes and behaviors as predictors of service quality in the telecommunications sector context

2018 ◽  
Vol 35 (3) ◽  
pp. 656-677 ◽  
Author(s):  
Zeyad H. Almutawa ◽  
Nuttawuth Muenjohn ◽  
Jiaying Zhang
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Structural Equation ◽  
Causal Effect ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Content Type ◽  
Attitudes And Behaviors ◽  
And Behaviors

Purpose Service quality (SQ) is considered an organizational performance indicator that largely depends on employees’ attitudes and behaviors. Therefore, the purpose of this paper is to examine the mediating effect of employees’ citizenship behavior (OCB) on the relationship between affective commitment (AC) and SQ. Design/methodology/approach The current study has relied on two questionnaire surveys to gather cross-sectional data from 800 employees and 400 customers of telecommunications companies in Kuwait. Structural equation modeling via AMOS22 was used to build and test the hypothesized model. Findings The results show that OCB significantly and positively affects SQ dimensions except empathy which demonstrates insignificant association. Also, AC was found to be a strong predictor of OCB. More interestingly, the results show that AC does not show any effect on either responsiveness or empathy, while a partial mediation was found between AC and tangibles, reliability, and assurance. Practical implications The findings of the current study provide managers and practitioners with empirically validated model of how SQ can be achieved. The model indicates that managers need to increase the level of citizenship behavior through leveraging their employees’ AC, which in turn can result in a positive perception of SQ. Originality/value This study is considered among the first to investigate the causal effect of both OCB and AC on achieving high SQ. Also, the findings of this study further support the indirect relationship of AC and SQ. Moreover, this study is unique in its attempt to link both AC and OCB to the dimensions of SQ. Finally, this study is considered the first empirical investigation of SQ in the telecommunication sector in Kuwait.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

The role of title sponsor’s philanthropy and team authenticity on fan identity and citizenship behaviors

2019 ◽  
Vol 21 (1) ◽  
pp. 148-169
Author(s):  
Inje Cho ◽  
Minseong Kim ◽  
Kiki Kaplanidou
Keyword(s):  
Structural Equation ◽  
Online Community ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Citizenship Behaviors ◽  
Content Type ◽  
Sport Team ◽  
Sport Teams ◽  
Fan Identity

Purpose The purpose of this paper is to examine the relationships between sport team authenticity, fan identity and citizenship behaviors, and how the link between sport team authenticity and fan identity is moderated by sponsor philanthropy. Design/methodology/approach A web survey was distributed to baseball fans in an online community in South Korea. A total of 383 valid answered questionnaires were collected and tested with confirmatory factor analysis and structural equation modeling. Findings The findings suggested interrelationships between sport teams’ brand authenticity and fan identity and between fan identity and citizenship behavior. This work also confirms the moderating effect of a title sponsor’s philanthropic activities on the relationship between sport team authenticity and fan identity. Practical implications A sport team’s effort to maintain authenticity would intensify fan identity levels. Action plans that relate to team’s authenticity among fans are necessary. For example, the team could create a plan for the players to give back to the community by volunteering in community projects with the support of the sponsor. Building a team’s authentic culture with well-integrated philanthropy programs of a title sponsor would benefit the team in sustaining competitive advantages in a market. Originality/value The findings contribute to the literature by demonstrating the role of title sponsor’s philanthropic behavior on the sport industry. The relative importance of the team’s authenticity (congruency and fan orientation) for fan identity was increased when the perception of the sponsor’s philanthropy was high.

scholarly journals The Mediating Role of Brand Love in the Relationship Between Consumer-Based Brand Equity and Brand Loyalty: a Research on Starbucks

2021 ◽  
Vol 12 (22) ◽  
pp. 150-167
Author(s):  
Aylin Sinem Polat ◽  
Burçin Cevdet Çetinsöz
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Service Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Brand Love ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship

The present study aims to determine the mediating role of brand love in the relationship between CBBE and brand loyalty. The study makes an analysis of CBBE, brand loyalty, and brand love related to Starbucks – a global coffee house and roastery catering concept. The study population comprises customers of the Starbucks enterprises operating in the city of Mersin, Turkey, and adopts a convenience sampling method. During the data collection process, 384 customers of Starbucks stores within Mersin who were over 18 years of age were surveyed. The dependent variables of the study are "brand loyalty" and "brand love," whereas the independent variable is "CBBE". The hypotheses developed in the research model were tested through structural equation modeling (SEM). Based on the study findings, it was concluded that brand love, as well as the dimensions of CBBE of "Service Quality: Physical Quality SQ:PQ" and "Lifestyle-Congruence LC", had full mediation with brand loyalty, while "Service Quality: Staff Behavior SQ:SB", "Ideal Self-Congruence IS-C" and "Brand Identification BI" had no such mediating effect on brand loyalty. In the study, the mediating role of brand love in terms of the impact of CBBE in the service industry on brand loyalty has been examined for the first time. The research findings show that a strong bond will be established with the target audience through compatible and parallel strategies that will be implemented by the managers on the SQ:PQ and LC dimensions of CBBE and this situation will increase loyalty to the brand. As a result of the consumers' strong emotions and their increasing loyalty towards the brand, this situation will lead the businesses in the service industry to protect their market share along with having a positive impact on their sustainable competition and profitability.

scholarly journals The Effect of Mind-Body Exercise on Sustainable Psychological Wellbeing Focusing on Pilates

2019 ◽  
Vol 11 (7) ◽  
pp. 1977 ◽  
Author(s):  
Suk-Kyu Kim ◽  
Jae-Lan Shim ◽  
Gun-Soo Han
Keyword(s):  
Mental Health ◽  
Service Quality ◽  
Direct Effect ◽  
Structural Equation ◽  
Positive Emotion ◽  
Negative Emotion ◽  
Psychological Wellbeing ◽  
Equation Modeling ◽  
Valuable Data ◽  
Significant Direct Effect

The purpose of this study was to analyze the theoretical model of mind–body exercise and to examine its effect on psychological wellbeing focusing on Pilates. A total of 219 surveys from Pilates participants were analyzed using structural equation modeling. The result of this study indicated service quality has a significant direct effect on participation satisfaction (+). Service quality does not have a significant direct effect on sustainable participation intention. Participation satisfaction has a significant direct effect on positive emotion (+). Participation satisfaction has a significant direct effect on negative emotion (−). Participation satisfaction has a significant direct effect on sustainable participation intention (+). Service quality has a significant indirect effect on sustainable participation intention mediated by participation satisfaction (+). The findings of this study will be valuable data for healthcare experts to establish more effective mental health strategies concerning mind–body exercise.

scholarly journals The Role of Emotional Intelligence to Shape the Extra-Role Behaviors: Mediating effect of Emotional Labor Strategies

2019 ◽  
Vol 11 (2-2) ◽  
Author(s):  
Qasim Ali Nisar ◽  
Mamoona Nawaz ◽  
Noraini Othman ◽  
Bidayatul Akmal Mustafa Kamil
Keyword(s):  
Emotional Intelligence ◽  
Organizational Citizenship Behavior ◽  
Emotional Labor ◽  
Structural Equation ◽  
Measurement Model ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Role Behaviors

Emotions are considered valuable for human experiences that regulate human actions and thoughts. Teachers’ emotional intelligence and emotional labor strategies play a key role to enhance extra-role behaviors. The purpose of this study is to examine the effect of teachers’ emotional intelligence on their extra-role behaviors (OCB) while concentrating on the mediating role of emotional labor strategies. Data were collected from 250 teachers of universities by applying simple random sampling technique. Moreover, the measurement model was assessed by using confirmatory factor analysis and structural equation modeling was used to test the hypotheses. The findings showed the positive relationship of teachers’ emotional intelligence with their extra-role behaviors (OCB). In addition, the results portrayed that emotional labor strategies (surface acting and deep acting) mediate the association between teachers’ emotional intelligence and their organizational citizenship behavior. This study gives an insight understanding regarding the crucial role of teachers’ emotions to enhance their extra-role behaviors. Meanwhile, limitations of this study were also discussed with future direction.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

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