scholarly journals Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context

SAGE Open ◽  
2021 ◽  
Vol 11 (4) ◽  
pp. 215824402110613
Author(s):  
Nadia Rashid ◽  
Fayaz A. Nika ◽  
George Thomas
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Service Encounter ◽  
Equation Modeling ◽  
Service Encounters ◽  
Coffee Shop ◽  
Positive Effects ◽  
Experiential Value ◽  
Antecedents And Consequences ◽  
Coffee Shops

The unprecedented dynamism in marketing has led to the transition of economy from service economy to experience economy. Modern age consumers give more emphasis to the hedonic attributes of offerings than to functional attributes. Consequently, the present study aims to provide a deeper understanding of experiential value, its antecedents, and consequences in the context of coffee shops. More specifically, this study examines the effect of service encounter elements on experiential value and the consequent effect of experiential value on customer loyalty. Using purposive sampling, data were collected from 387 customers of coffee shops using a questionnaire survey which was later analyzed using Structural Equation Modeling. The results reveal positive linkages between service encounter, experiential value, and customer loyalty. Positive cognition of service encounters have positive effects on experiential value and customer loyalty. Besides, experiential value also has a positive effect on customer loyalty. Lastly, experiential value partially mediates the relationship between service encounters and customer loyalty.

scholarly journals Green Experiential Marketing, Experiential Value, Relationship Quality, and Customer Loyalty in Environmental Leisure Farm

2021 ◽  
Vol 9 ◽  
Author(s):  
Tzai-Chiao Lee ◽  
Michael Yao-Ping Peng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Direct Effects ◽  
Experiential Marketing ◽  
Behavioral Loyalty ◽  
Positive Effects ◽  
Experiential Value ◽  
Positive Direct

Environmental/green marketing has emerged as one of the dominant paradigms of marketing in recent years. However, aspects, such as internationalization, the development of artificial intelligence, and stress from growing global competitive forces, have brought about changes in the way leisure farms approach experiential marketing with a significant environmental focus. In this context, the concept of relationship quality offers an opportunity for environmental leisure farms to understand how green experiential marketing impacts consumers’ perceived value and the ongoing interaction relationship. This study adopts a comprehensive perspective that includes green experiential marketing and relationship marketing that leisure farms use in order to enhance customer loyalty, and analyzes the effect of a series of elements inherent to customer psychic or personal needs. Seven hundred fifty-four valid copies of questionnaire were adopted in total. To verify the proposed model empirically, a survey of customers of environmental leisure farms in Taiwan was conducted. Structural equation modeling is conducted to examine the research hypotheses. The findings show that, overall, green experiential marketing has positive direct effects on experiential value and experiential value has positive direct effects on trust, commitment, and satisfaction. At the same time, trust and satisfaction have positive effects on attitudinal and behavioral loyalty. In addition, attitudinal loyalty has a positive influence on behavioral loyalty.

Involvement in consumer-generated advertising

2019 ◽  
Vol 31 (4) ◽  
pp. 1763-1784 ◽  
Author(s):  
James A. Busser ◽  
Lenna V. Shulga
Keyword(s):  
Structural Equation ◽  
Consumer Involvement ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Content Type ◽  
Customer Perceptions ◽  
Brand Authenticity ◽  
Positive Effects ◽  
Marketing Tool ◽  
Organizational Transparency

PurposeThe purpose of this paper is to examine consumer involvement with a popular US-based coffee-shop brand consumer-generated advertising (CGA) and its effect on brand loyalty and trust, to test the influence of antecedents: organizational transparency and brand authenticity on CGA involvement, and to analyze differences among customers and non-customers of the brand.Design/methodology/approachGrounded in the service-dominant logic and signaling theory, a scenario-based survey describing a contest to co-create a video commercial, as CGA, for a prominent US-based coffee-shop brand, yielded 492 responses from recent restaurant patrons. Structural equation modeling was used to test the effects of involvement in CGA on loyalty and trust. Multi-group comparison examined the differences between customers and non-customers of the brand.FindingsInvolvement in CGA had positive effects on loyalty and trust for both brand customers and non-customers. Transparency builds perceptions of brand authenticity; both authenticity and transparency significantly and positively affected trust, but only authenticity influenced loyalty. There was a stronger impact of involvement with CGA on loyalty for non-customers than brand customers. Non-customer perceptions of the brand’s authenticity influenced brand trust more significantly than customer perceptions.Practical implicationsCoffee-shop brand marketers should leverage online and physical brand exposure to involve both customers and non-customers in company-driven CGA, as a relationship management and marketing tool. Marketers should enhance transparency, which builds perceptions of brand authenticity, leading to greater CGA involvement.Originality/valueThis study contributes to hospitality research and literature, revealing that non-customers can be converted to brand customers through authenticity and indirect involvement with CGA, leading to long-term relational outcomes. The results identified consumers’ perception of organizational transparency is an antecedent of brand authenticity and established CGA contests as a relational marketing tool for hospitality brands.

scholarly journals What Do Coffee Shop Entrepreneurs Need to Do to Raise Pro-Environmental Customer Behavioral Intentions?

2019 ◽  
Vol 11 (9) ◽  
pp. 2666 ◽  
Author(s):  
Sunmi Yun ◽  
Taeuk Kim
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Environmental Norms ◽  
Social Environmental ◽  
The Relationship ◽  
Coffee Shops

Our research framework, built on the norm activation model (NAM), was designed to provide a comprehensive understanding of the formation of consumers’ pro-environmental behavioral intentions in an eco-friendly coffee shop. We employed the NAM to test its mediating effect of personal environmental norms (PEN), social environmental norms (SEN), and ascription of responsibility (AR) and the moderating effect of the overall green image (OGI) on pro-environmental behavioral intentions. Data were collected through a survey of 530 customers who frequently visited a coffee shop in Korea, and structural equation modeling (SEM) was used to test the research hypotheses. The findings generally supported the hypothesized associations of the study variables within our proposed theoretical framework (PEN, SEN, and AR in order of the mediating effect on pro-environmental behavioral intentions) and confirmed OGI’s moderating effect. In addition, the study’s results have important (1) theoretical and (2) practical implications for the environment. (1) They expand the original NAM by explaining the effect of the relationship between SEN and PEN on pro-environmental customer behavioral intentions (PCBI) and confirm the mediating effect of the NAM (SEN, PEN, AR) on PCBI, as demonstrated in previous studies. (2) Moreover, the findings herein may encourage coffee shops to participate in the prevention of environmental problems by restricting the use of products such as plastic coffee cups and straws.

scholarly journals Antecedents and Consequences of Frontline Employee’s Trust-in-Supervisor and Trust-in-Coworker

2020 ◽  
Vol 12 (2) ◽  
pp. 716 ◽  
Author(s):  
Seonggoo Ji ◽  
Ihsan Ullah Jan
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Communication Quality ◽  
Positive Effects ◽  
Negative Effect ◽  
Antecedents And Consequences ◽  
The Republic

Based on social exchange theory, this study investigates the antecedents and consequences of a frontline employee’s trust-in-supervisor and a frontline employee’s trust-in-coworker in a single framework. A personally administered survey was conducted to collect data from 203 frontline employees of coffee shops in the Republic of Korea. Covariance-based structural equation modeling was applied using AMOS 21.0 to explore the proposed relationships. The results show that abusive supervision is negatively related to frontline employee’s trust-in-supervisor, whereas supervisor support and communication quality have significant positive effects on frontline employee’s trust-in-supervisor. Similarly, coworker ostracism has a significant negative effect on frontline employee’s trust-in-coworker, whereas coworker harmony and communication quality have significant positive effect on frontline employee’s trust-in-coworker. Finally, the results show that a frontline employee’s trust-in-supervisor predicts a frontline employee’s supervisor cooperation, and a frontline employee’s trust-in-coworker leads to a frontline employee’s coworker cooperation.

Impulse Buying’s Antecedents and Consequences in the Context of Vietnam, an Asian Transitional Economy

2016 ◽  
pp. 74-91
Author(s):  
Thanh Nguyen Tat ◽  
Mai Nguyen Thi Tuyet ◽  
Khang Nguyen Trong
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Transitional Economy ◽  
Equation Modeling ◽  
Impulse Buying ◽  
Buying Behavior ◽  
Policy Makers ◽  
Research Findings ◽  
Antecedents And Consequences ◽  
Shopping Enjoyment

In this study, we develop and test a full model examining several antecedents and consequences of impulse buying behavior for urban consumers in Vietnam, an Asian transitional economy. The hypotheses are empirically tested using survey data obtained from consumers in Hanoi, the capital of Vietnam. The results of structural equation modeling show support for most of our hypotheses. The findings indicate that shopping enjoyment tendency and modern self are significant predictors of impulse buying, while traditional self is not found to have an impact on this buying behavior. Impulse buying is found to be positively related to customer satisfaction, and subsequently, to customer loyalty. The research findings are discussed and implications for managers and policy makers are provided.

scholarly journals Impact of Experiential Value of Augmented Reality: The Context of Heritage Tourism

2021 ◽  
Vol 13 (8) ◽  
pp. 4147
Author(s):  
Seokho Han ◽  
Ji-Hwan Yoon ◽  
Jookyung Kwon
Keyword(s):  
Augmented Reality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Competitive Advantages ◽  
Negative Experiences ◽  
Visual Appeal ◽  
Heritage Sites ◽  
Positive Effects ◽  
Supportive Behavior ◽  
Experiential Value

The use of information boards tends to be regulated in many heritage sites to preserve these cultural heritage places. Although augmented reality (AR) has become a major approach for reducing negative experiences due to restrictions, limited studies have been conducted to understand the effect of AR experiential value on destination-related behavior. Accordingly, the current work aims to investigate how the multidimensional components of AR experiential value (i.e., visual appeal, entertainment, enjoyment, and escapism) affect supportive behavior through AR satisfaction and experiential authenticity. Partial least squares structural equation modeling is performed to test the relationships. Results show that visual appeal, entertainment, and enjoyment exert significant positive effects on destination authenticity and AR satisfaction, ultimately increasing the supportive behavior of an individual. By contrast, escapism does not exhibit a substantial influence on experiential authenticity and AR satisfaction. These findings help practitioners and researchers create competitive advantages for destinations and improve tourist–destination relationships.

scholarly journals THE ROLE OF CUSTOMER ENGAGEMENT IN BUILDING LOYALTY: EMPIRICAL STUDY ON BCA BANK

2020 ◽  
pp. 53-61
Author(s):  
Clara Uli Kumudani ◽  
Catur Sugiarto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Marketing Manager ◽  
Positive Effects ◽  
Strategic Objective

Customer loyalty is an important and strategic objective of the banking industry, which is achievable when the expectations of a product are fulfilled and satisfied. Therefore, customer satisfaction should be maintained by developing a deep interaction between customers and service providers. This study aims to analyze the effect of service quality, customer engagement, and customer satisfaction on customer loyalty at Bank Central Asia (BCA) Solo. A qualitative approach using the partial least squares structural equation modeling (PLS-SEM) was employed, to provide an insight for the marketing manager in developing strategies to increase customer loyalty. More specifically, the results showed that service quality has a positive effect on customer satisfaction, while customer satisfaction and engagement also have positive effects on customer loyalty.

Antecedents and consequences of satisfaction among participants in health-affiliated charity sport events

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Meungguk Park ◽  
Taeho Yoh ◽  
David J. Shonk
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Cancer Society ◽  
Content Type ◽  
Positive Effects ◽  
Causal Pathways ◽  
Antecedents And Consequences ◽  
Sport Events ◽  
Positive Direct

PurposeUnderstanding factors that enhance participants' satisfaction has become critical to developing effective donor retention strategies for charity sport events (CSEs). However, there is a lack of empirical research on participants' satisfaction with CSEs. The purpose of this study is to examine the antecedents and consequences of satisfaction among CSE participants and to empirically test the relationships between the proposed constructs.Design/methodology/approachData were collected from 238 participants from four Relay For Life (RFL) events organized by the American Cancer Society, North Central Region in the USA. Confirmatory factor analysis and structural equation modeling were conducted to analyze the measurement model and the structural model.FindingsThe results of the structural model indicated that perceived prosocial impact, sense of community and trust in CSE had significant positive effects on CSE satisfaction, while venue quality, knowledge attainment and entertainment value did not positively influence CSE satisfaction. CSE satisfaction had a positive direct effect on participant loyalty to CSE, which had a significant contribution to future participant intent.Practical implicationsThe findings of this study provide CSE directors and marketers with valuable insights into the process of how to build long-term relationships with participants by identifying factors that influence participants' satisfaction and its consequences.Originality/valueBy measuring the mediating role of CSE satisfaction, this study provides a deeper understanding of the causal pathways from the antecedents to participant loyalty through CSE satisfaction.

scholarly journals PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

MANAJERIAL ◽  
2019 ◽  
Vol 6 (01) ◽  
pp. 67
Author(s):  
Wenti Krisnawati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Analysis Technique ◽  
Group Belongingness

Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.

Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia)

2020 ◽  
Vol 122 (7) ◽  
pp. 2253-2271
Author(s):  
Prameswari Purnamadewi Dhisasmito ◽  
Suresh Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Price Fairness ◽  
Validity And Reliability ◽  
Coffee Shop ◽  
Content Type ◽  
Average Variance

PurposeThe purpose of this study is to identify the drivers of loyalty model in the coffee shop industry in Indonesia based on service quality, store atmosphere and price fairness mediated by customer satisfaction.Design/methodology/approachThe sample size used for this study was 384 customers from 16 most comfortable coffee shops in Jakarta based on Nibble's survey. Confirmatory factor analysis was employed to confirm the attributes of each factor and to assess the validity and reliability, average variance extracted and composite reliability was applied. Further hypothesis testing was performed using structural equation modeling.FindingsThe result shows that customer loyalty is affected by service quality – comprising 5 subdimensions: tangible, reliability, responsiveness, assurance and empathy – and price fairness mediated by customer satisfaction. It was found that service quality plays a significant role in the coffee shop industry in Indonesia. However, the store atmosphere was found rejected.Originality/valueThis is the first study integrating service quality, store atmosphere, price fairness and customer satisfaction to study the customer loyalty model in the coffee shop industry in Jakarta.

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