Does Customer Experience Always Benefit Company? Examining Customers’ Epistemic Motivation and Interaction With Service Contexts

2021 ◽  
pp. 183933492199886
Author(s):  
Vu Thi Mai Chi ◽  
Widya Paramita ◽  
Tran Ha Minh Quan
Keyword(s):  
Social Identity Theory ◽  
Empirical Support ◽  
Customer Experience ◽  
Customer Engagement ◽  
Survey Method ◽  
Epistemic Motivation ◽  
Engagement Behavior ◽  
Company Identification ◽  
Employee Identification

The main purpose of this study is explaining how and when customer experience benefits the company. Built upon social identity theory, we propose that customer experience leads to customer engagement behavior, via two routes: customer-company and customer-employee identification. Furthermore, we advance that customers’ epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior. We ran two studies to validate the measurement of customer experience and to test our hypotheses. For the two studies, we employed a survey method by recruiting consumers of beauty salons in Vietnam. The results demonstrated that EXQ as a measurement for customer experience is applicable to the context of the study and provided empirical support for the hypotheses. Such as, this research found that customer experience positively influences customer engagement behavior as mediated by customer-company and customer-employee identification. Furthermore, this research revealed that customer epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior via customer-employee identification. However, the moderating role of customer epistemic motivation is insignificant for the mediated relationship via customer-company identification. Finally, this research offers theoretical and practical contributions that are elaborated and further discussed.

scholarly journals The Role of Customer Engagement Behavior in Value Co-Creation

2014 ◽  
Vol 17 (3) ◽  
pp. 247-261 ◽  
Author(s):  
Elina Jaakkola ◽  
Matthew Alexander
Keyword(s):  
Customer Engagement ◽  
Engagement Behavior

Examining the mediating role of social interactivity between customer engagement and brand loyalty

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ding Hooi Ting ◽  
Amir Zaib Abbasi ◽  
Sohel Ahmed
Keyword(s):  
Brand Loyalty ◽  
Market Competition ◽  
Decision Makers ◽  
Customer Engagement ◽  
Consumer Engagement ◽  
Content Type ◽  
Mediating Role ◽  
Engagement Behavior ◽  
Social Interactivity

PurposeThis study aims at identifying and examining the mediating role of customer engagement behavior and social interactivity onbrand loyalty.Design/methodology/approachA correlational study design was adopted in this study to collect data (online survey) from 400 online participants active on Facebook pages.FindingsEmpirical results reveal that there is a significant and positive impact of social interactivity on consumer engagement behavior and brand loyalty.Research limitations/implicationsThe findings would help decision makers to make useful decisions in their everyday work practices, which would ultimately increase the market competition of brands.Practical implicationsDecision makers should focus on the entertainment and interactivity levels in advertisement designs that would allow customers to perceive the novelty of advertising.Social implicationsThe results are critical in developing consumers' attitude and perception toward a brand by providing them insights regarding the characteristics of brands.Originality/valueThe participation and social interactivity of consumers on the Facebook page drive consumer engagement behavior and brand loyalty.

The influence of personal motivation and environmental stimuli on customer participation and engagement behavior: the mediating role of experience evaluation

2020 ◽  
Vol 11 (4) ◽  
pp. 643-666
Author(s):  
Lingyun Guo ◽  
Xiayu Hu ◽  
Xuguang Wei ◽  
Xiaonan Cai
Keyword(s):  
Service Providers ◽  
Customer Participation ◽  
Customer Engagement ◽  
Personal Factors ◽  
Content Type ◽  
Environmental Stimuli ◽  
Mediating Role ◽  
Personal Motivation ◽  
Engagement Behavior

Purpose This paper aims to help hosts or service providers of sharing economy-based accommodation (SEA) to attract new customers and retain existing customers by exploring the antecedents and outcomes of customers’ participation intention. Design/methodology/approach A questionnaire-based empirical study was conducted to explore the proposed relationships in SEA. Partial least squares modeling with SmartPLS was used to estimate the model and interpret the results. Findings The study shows that personal factors (utilitarian and hedonic motivation) positively influence customers’ participation intention. The relationship between environmental stimuli (perceived information fit-to-task and perceived visual appeal) and participation intention is negatively moderated by hedonic motivation. Furthermore, the results suggest a positive effect of participation intention on customer engagement behavior and the partial mediating role of experience evaluation. Practical implications This paper provides industry practitioners of SEA with valuable insights on attracting new customers and retaining regular customers. First, they can distinguish customers in terms of motivation and provide information based on their requirements. Second, they can encourage customers to evaluate their experience and provide feedback, which would help in promoting the accommodation and service and building a long-term and harmonious relationship with the customers. Originality/value This study first investigates the interaction effect of personal motivation and environmental stimuli on participation intention in SEA. It further examines the influence of participation intention on customer engagement behavior and the mediating role of experience evaluation.

Bridging the Gap Between Product Design and Customer Engagement: Role of Self-Determined Needs Satisfaction

SAGE Open ◽  
2021 ◽  
Vol 11 (4) ◽  
pp. 215824402110565
Author(s):  
Hammad Bin Azam Hashmi ◽  
Chengli Shu ◽  
Syed Waqar Haider ◽  
Adeel Khalid ◽  
Yasin Munir
Keyword(s):  
Product Design ◽  
Regulatory Focus ◽  
Structural Equation ◽  
Positive Influence ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Survey Method ◽  
Needs Satisfaction ◽  
The Relationship

This study aims at exploring the influence of product design on customer engagement through self-determined needs satisfaction. This study used the survey method in three ways: (1) mall intercept approach, (2) email survey, and (3) survey through Wechat. The sample was collected from 500 customers of electronic products living in Xi’an, China. The data analysis is done through structural equation modeling. Findings show that perceived product design in terms of functional, esthetic, and symbolic design is positively related to self-determined needs (autonomy, relatedness, competence) satisfaction. Furthermore, results reveal that self-determined needs satisfaction has a positive influence on customer engagement. The moderation results show that prevention focused customers moderate the relationship between functional design and self-determined needs satisfaction. Whereas, promotion focused customers moderate the relationship between esthetic design and self-determined needs satisfaction. This study adds value to the self-determination theory by examining the link between product design dimensions and customer engagement through self-determined needs satisfaction. Furthermore, this study adds value to the existing literature on regulatory focus theory.

Exploring customer engagement in tourism

2017 ◽  
Vol 24 (4) ◽  
pp. 293-306 ◽  
Author(s):  
Jaime Romero
Keyword(s):  
Social Integration ◽  
Relationship Quality ◽  
Economic Value ◽  
Empirical Support ◽  
Customer Engagement ◽  
Future Research ◽  
Research Directions ◽  
Managerial Implications ◽  
Future Research Directions ◽  
Company Identification

Customer engagement (CE) creates economic value for tourism firms. However, tourism companies still lack enough knowledge to properly measure CE and manage its drivers. We address this gap by proposing a behavioural CE measurement and by exploring some of the antecedents on this construct (relationship quality, rewards, company identification, self-enhancement, learning and social integration). We test our propositions using survey data (466 respondents). Our results provide empirical support for our proposed CE construct, while corroborating four of the six hypothesized antecedents. In closing, we discuss theoretical and managerial implications, study limitations and future research directions.

scholarly journals My Colleagues Are My Friends: The Role of Facebook Contacts in Employee Identification

2019 ◽  
Vol 33 (3) ◽  
pp. 307-328 ◽  
Author(s):  
Jos Bartels ◽  
Mark van Vuuren ◽  
Jaap W. Ouwerkerk
Keyword(s):  
Social Identity Theory ◽  
Organizational Identification ◽  
Panel Study ◽  
Private Life ◽  
Organizational Functioning ◽  
Work Related ◽  
Positive Effects ◽  
Employee Identification

This study examined the extent to which having colleagues as friends on Facebook influences departmental and organizational identification by blurring the boundaries between work and private life. Based on social identity theory and proxy efficacy, we argue that work-related friends on Facebook may affect employee identification with different levels of the organization. The results of an online panel study among Dutch employees (N = 1,002) show that the perceived quality of online relationships with work-related Facebook contacts increases departmental identification, whereas the perceived authority of such contacts strengthens identification with the organization. Therefore, we suggest that blurring boundaries between work and private life through social media can have positive effects on organizational functioning.

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