A Study of the Experiential Value and Satisfaction of Coffee Shop Customers and their Impacts on Customer Loyalty and Switching Intention: Moderating Effects of Alternative Attractiveness

2016 ◽  
Vol 40 (10) ◽  
pp. 79-93
Author(s):  
Ji-Yeon Kim ◽  
Chung-Ah Kim
Keyword(s):  
Customer Loyalty ◽  
Moderating Effects ◽  
Coffee Shop ◽  
Experiential Value ◽  
Alternative Attractiveness

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 IMPROVING CUSTOMER LOYALTY THROUGH EXPERIENTAL VALUE, SERVICE QUALITY AND TRUST

2020 ◽  
Vol 1 (2) ◽  
pp. 117
Author(s):  
Rifki Arikah An Namla ◽  
Sukaris Sukaris ◽  
Budiyono Pristyadi ◽  
Al Kusani Al Kusani
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Multiple Linear Regressions ◽  
Probability Sampling ◽  
Service Company ◽  
Sample Amount ◽  
Experiential Value ◽  
Linear Regressions

Customer with high loyalty are the assets of the company because they will provide positive recommendations and indirectly will invite people around to determine and use the product of the service company they use. This research aims to find out whether there is an effect of experiential value, service quality and trust on customer loyalty indihome in Gresik regency. Sampling is used Non Probability Sampling by using Ferdinand formula, where the sample amount is 100 people. The analysis used in this study is multiple linear regressions. The results are proven to show that experiential value, service quality and trust have a positive and significant effect on customer loyalty in Gresik regency

scholarly journals Switching Cost to Customer Loyalty: Operation and Business Relationship

2016 ◽  
Vol 5 (1) ◽  
pp. 35
Author(s):  
Puji Setyawan E. Putranto
Keyword(s):  
Customer Loyalty ◽  
Value Creation ◽  
Switching Costs ◽  
Perceived Value ◽  
Business Relationship ◽  
Moderating Effects ◽  
Binding Factor ◽  
Business Customers ◽  
Business To Business ◽  
Seller Relationship

Many business customers to day consolidate their supply basis and implementing preferred supplier programs. Consequently suppliers forced to gain a key supplier status from their customers where as a collaborative buyer-seller relationship represents a source of competitive advance. The vendors sometimes in flict switching costs on their customers, to prevent them from defecting to new suppliers. In a competitive setting where competition dominated by a price war, the potential switching costs might be an exit barrier and a binding factor of customer loyalty. ln efforts to address that issue this research examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived-value measures. The research investigates opporlunities for differentiation through value creation in business to business (B2B) relationship.

The Moderating Effects of Service Innovation on Relationship Quality

2019 ◽  
Vol 10 (7) ◽  
pp. 636-653
Author(s):  
Hsiaoping Yeh ◽  
Keyword(s):  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Customer Value ◽  
Service Innovation ◽  
Customer Experience ◽  
Moderating Effects ◽  
Quality Of Relationships

Nowadays, relationship marketing (RM) has become one of the most widely discussed marketing theories. In addition to achieving consensus, the most important result of RM is the retention of customers. However, it has not been theorized and discussed in terms of the effect of service innovation on the quality of relationships. This study empirically identifies the important service indications in marketing, i.e., customer value, satisfaction, trust, and loyalty and the developing path among these indicators. Additionally, thestudy also shows that good customer experience, quality of interaction, and innovative services can strengthen the path to developing customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document