scholarly journals Customer Experience and Behavioral Intentions: The Mediation Role of Customer Perceived Value

2019 ◽  
Vol 7 (10) ◽  
Author(s):  
Fortune Edem Amenuvor ◽  
Kwasi Owusu-Antwi ◽  
Richard Basilisco ◽  
Bae Seong-Chan
Keyword(s):  
Behavioral Intentions ◽  
Perceived Value ◽  
Customer Experience ◽  
Structural Equations ◽  
Mediating Effect ◽  
Mediating Role ◽  
Hedonic Value ◽  
Customer Perceived Value ◽  
Utilitarian Value

The overarching aim of this research is to empirically test the effect of customer experience on customer perceived value and behavioral intentions while assessing the mediating role of customer perceived value. To achieve this aim, we collect data from 338 customers of restaurants in South Korea. The hypotheses intended to achieve this aim are tested using the structural equations modeling technique. The outcome of the research reveals that customer experience positively and significantly affects behavioral intentions. Additionally, customer experience has a significant positive effect on both hedonic and utilitarian value respectively. Hedonic value positively and significantly predicts behavioral intents while utilitarian value is negative but significantly related to behavioral intentions. The study further finds support for a mediating effect of hedonic value on the relationship between customer experience and behavioral intentions. The current study provides managerial and theoretical insights into understanding customer experience management, customer perceived value, and customer behavioral intentions.

Determinants of the intention of smartphone usage by mobile internet users for m-services

2018 ◽  
Vol 56 (11) ◽  
pp. 2291-2307 ◽  
Author(s):  
Moez Ltifi
Keyword(s):  
Perceived Value ◽  
Mobile Internet ◽  
Mediating Effect ◽  
Mobile Users ◽  
Intention To Use ◽  
Content Type ◽  
Mediating Role ◽  
Hedonic Value ◽  
Internet Users

Purpose This study is exploratory in nature. The purpose of this paper is to examine the intention to use smartphones by mobile users for m-services in a growing market. In fact, it empirically studies the influence of ubiquity and immersion in the virtual context on the perceived value (utilitarian and hedonic) of the mobile user’s experience. Moreover, it is an academic embarkation upon the examination of the effect of perceived value on the intension of using smartphones by mobile users for the m-services. Finally, it tests the mediating role of the perceived (utilitarian and hedonic) value between ubiquity/immersion and the intention to use smartphones for m-services. Design/methodology/approach The data are collected from a sample of 300 Tunisian students and analyzed using the structural equation modeling technique. Findings The results show that ubiquity and immersion positively influence the value perceived by mobile internet users. They also confirm that the perceived (utilitarian and hedonic) value positively affects the intensity of smartphone usage by mobile internet users for m-services and show the mediating role of the perceived (utilitarian and hedonic) value between ubiquity/immersion and the intention to use smartphones for m-services. Practical implications Companies in place focus on the importance of smartphone shopping by communicating about the comparative advantages of this type of purchase to make this option a possible choice in the future. The immersive dimension in the virtual context of commerce can be exploited as a factor of differentiation, at a time when commercial trafficking is intensifying; for example, immersive merchant sites, to enrich their particular utilitarian value with an equally hedonic value. The hedonic and utilitarian dimensions of the perceived value constitute a mediator and an important lever for the distributors within the framework of the m-commerce. Due to a genuine consideration of the availability and the possibility to carry out the service at any time and any place in view of the fact that it is perceived as being useful and compatible with the needs and way of life of the individuals’ intention, the use of smartphones for the m-served is explained by the lived values which are in turn explained by the ubiquity. Originality/value Despite the massive adoption of information and communication technology, especially the internet, in distribution and service delivery, very little research has focused on the intensity of use of smartphones by mobile internet users for m-services. This exploratory study is the first to test the effect of ubiquity and immersion in the virtual context on the perceived (utilitarian and hedonic) value of the mobile internet users’ experience as well as the effect of the perceived value on the intensity of use of smartphones by mobile internet users for m-services in the Tunisian context. Moreover, it puts under scrutiny the mediating effect of the perceived value in the determination of the intention to use smartphones by mobile users for the m-services in the Tunisian context.

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

scholarly journals Environmental Beliefs and Pro-Environmental Behavioral Intention of an Environmentally Themed Exhibition Audience: The Mediation Role of Exhibition Attachment

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110279
Author(s):  
Xi Li ◽  
Runzhe Yu ◽  
Xinwei Su
Keyword(s):  
Behavioral Intentions ◽  
Positive Impact ◽  
Environmental Behavior ◽  
Mediating Effect ◽  
Environmental Cooperation ◽  
Mediating Role ◽  
Environmental Beliefs ◽  
Behavior Intentions ◽  
Audience Behavior

Many scholars have focused on the role of exhibitions in business promotion, and numerous studies have been conducted. The exhibition may influence the audience’s behaviors through the dissemination of information and ideas, but few researchers have looked into this further. There is a distinct lack of research on the process of exhibition influencing people’s behavioral intentions. Based on the belief–emotion–norm theoretical model, this study integrates environmental beliefs, exhibition attachment, and an audience’s environmental behavior intentions into a research model to explain how the exhibition affects the audience. The Macau International Environmental Cooperation Forum & Exhibition attendees served as the research object in the current empirical study. The study’s findings suggest that audiences’ environmental beliefs may have a significant and positive impact on their attachment to environmentally themed exhibitions as well as their environmental behavioral intentions. This study also confirmed that attachment to exhibitions, a temporary space, can play an important mediating role between environmental beliefs and intentions to engage in pro-environmental behavior. The exhibition dependency, in particular, acts as a mediator between environmental beliefs and pro-environmental behavior intentions. Although the mediating effect of exhibition identity is insignificant, exhibition dependence–exhibition identity as a whole has a partial mediating effect in the process of influencing exhibition audiences’ environmental behavior. This research helps to improve our understanding of how environmentally themed exhibitions influence audience behavior. It also has implications for exhibition organizers in terms of better exhibition planning, more effective information transmission, and influencing audience behavior.

scholarly journals Exploring the Utilitarian and Hedonic Value Derived from Tourism Pre-experiences with Virtual Reality: Differences Between Destinations and Accommodations

2022 ◽  
pp. 498-503
Author(s):  
Carlos Flavián ◽  
Sergio Ibáñez-Sánchez ◽  
Carlos Orús
Keyword(s):  
Virtual Reality ◽  
Perceived Value ◽  
Customer Experience ◽  
Tourism Industry ◽  
Added Value ◽  
Hedonic Value ◽  
Great Uncertainty ◽  
Utilitarian Value ◽  
Hedonic Utilitarian ◽  
The Impact

AbstractThe tourism industry is in a convulsive situation of great uncertainty. The recovery of the sector depends on boosting digitalization processes. In this sense, virtual reality represents an essential tool that can generate added value in the customer experience. This study analyzes the impact of virtual reality tourism pre-experiences on the utilitarian and hedonic value perceived by the customer. In addition, given the heterogeneity of tourism products and offers, it is proposed that the influence of virtual reality on the dimensions of perceived value will depend on whether the product is evaluated on an attribute basis (hotels) or holistically (destinations). The results will provide interesting implications for understanding and generating tourism experiences with high added value. Particularly, these results will be helpful for tourism managers to design effective virtual reality pre-experiences according to the features of the tourism products they are promoting, fostering the corresponding hedonic/utilitarian value in the tourist’s pre-experience.

Exploring how digital kiosk customer experience enhances shopping value, self-mental imagery and behavioral responses

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aurély Lao ◽  
Mariana Vlad ◽  
Annabel Martin
Keyword(s):  
Mental Imagery ◽  
Behavioral Intentions ◽  
New Technologies ◽  
Empirical Studies ◽  
Behavioral Responses ◽  
Customer Experience ◽  
Mediating Effect ◽  
Mediation Effects ◽  
Content Type ◽  
Mediating Role

PurposeThis research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental imagery and the behavioral intentions of buying and word of mouth. Mediation effects of utilitarian, hedonic and social shopping values are examined, as well as the mediating effect of self-mental imagery.Design/methodology/approachTwo empirical studies were conducted to test the research hypotheses. A first analysis was carried out using a sample of 115 customers from several retail sectors. For the second study, 200 customers of one of the largest international sporting goods retailers were interviewed immediately after their store visit.FindingsThe results confirm significant influences of each dimension of the digital kiosk customer experience (sensorial, pragmatic, cognitive, social) on shopping value and self-mental imagery. They highlight strongest effects as well as the quasi-generalized mediating role of these values, and this self-mental imagery in the relations between the components of the experience and the behavioral intentions.Research limitations/implicationsThe studies were carried out in only one country (France). It would be also useful to consider variations in shopping motives and in involvement between retail sectors. Highlighted relationships should be deepened by experiments intended to identify the psychological mechanisms and emotions capable of mediating influences of customer experience on shopping value.Practical implicationsThe results encourage both advice on the design of digital kiosks and the specifications of their content and several recommendations about the widespread introduction of kiosks or similar new technologies.Originality/valueThis research highlights influences of each of components of customer experience when using an interactive kiosk on shopping values and self-mental imagery, and central roles of these in understanding influences of the customer experience on behavioral responses.

scholarly journals Impacts of online social support and perceived value in influential travel blogs

2021 ◽  
Vol 10 (4) ◽  
pp. 327-338
Author(s):  
Lucy Wangara Kirogo ◽  
Gesage Bichage ◽  
Irungu Irene
Keyword(s):  
Social Support ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Virtual Community ◽  
Online Social Support ◽  
Mediating Role ◽  
Behavior Intention ◽  
Perceived Values ◽  
Indirect Relationship

As a result of exponential growth in the popularity of blogging, travel blogs have demonstrated their enormous marketing potential, and have become an increasingly important mechanism for exchanging information among tourists. The present study modeled online social support and perceived value as antecedents of the impacts of influential travel bloggers on their blog members’ travel-related behavioral intentions and examined the mediating role of sense of virtual community (SOVC) among these relationships. The analysis results herein demonstrate that online social support, perceived value, and SOVC relate significantly to blog members’ behavior intention. Furthermore, the influence of perceived value and SOVC on behavior intention are both respectively significant. With SOVC as a mediating variable, the CI indirect effect of the perceived value on travel intention did not include 0, indicating an indirect relationship between these two variables. Referring to perceived values, the findings indicate that blog members perceive the influential travel blogs as offering epistemic value more than others. These findings have theoretical implications for social media and online interaction-related literature and have critical business implications for customer-to-customer (C2C) marketers to distinguish themselves within the expanding number of influential travel blogs.

scholarly journals Antecedents and consequences of self-congruity: replication and extension

2019 ◽  
Vol 36 (1) ◽  
pp. 102-112 ◽  
Author(s):  
Eugene Cheng-Xi Aw ◽  
Leisa Reinecke Flynn ◽  
Han Xi Chong
Keyword(s):  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Revisit Intention ◽  
Antecedents And Consequences

PurposeThe purpose of this study is to propose and empirically test a framework encompassing self-congruity with its antecedents and consequences. This study also aims to test the mediating role of perceived value and its dimensions.Design/methodology/approachA questionnaire-based survey was conducted using a purposive sampling technique. In total, 310 useable responses were collected and data were analyzed using partial least square structural equation modeling.FindingsA majority of hypotheses were supported. Avoidance of similarity and status consumption positively influenced self-congruity, replicating an earlier study. Self-congruity positively influenced overall perceived value and its dimensions, as well as revisit intention. Overall perceived value and its dimensions positively influenced revisit intention. Finally, overall perceived value and its dimensions were found to have a mediating effect on the relationship between self-congruity and revisit intention.Originality/valueThis study provides empirical evidence for the antecedents and consequences of self-congruity with a service and expands understanding of the mediating role of overall perceived value and its dimensions in predicting intention.

scholarly journals Relationship between Peer Influence and Gamer’s Satisfaction in Purchasing Virtual Items for Online Mobile Games: Mediating Role of Hedonic Value

2021 ◽  
pp. 11-25
Author(s):  
Kin Man Chow
Keyword(s):  
Peer Influence ◽  
Structural Equation ◽  
Mediating Effect ◽  
Mediating Role ◽  
Hedonic Value ◽  
Confirmatory Factor ◽  
Game Players ◽  
Game Developers ◽  
The Relationship

Gaming has long been an interest of studies in the behaviour of youngsters. In particular, game players are spending increasing amount of expenses in purchasing gaming related items. Why mobile game players would purchase virtual items for their games? The aim of this study is to examine the mediating effect of hedonic value to the relationship between peer influence and gamer’s satisfaction. Anonymous questionnaire was used to collect data through a survey website. A total of 126 valid responses were collected in the survey. Data collected were first analysed using confirmatory factor analysis, and the conceptual framework was then examined by using the structural equation modelling. Results revealed that there exists a mediating effect of hedonic value on the relationship between peer influence and gamer’s satisfaction. They provide valuable insights to game developers and marketers on how to enhance gamer’s satisfaction by peer influence through enhancement of hedonic value.

The impact of relational bonding on intention and loyalty

2015 ◽  
Vol 6 (3) ◽  
pp. 203-227 ◽  
Author(s):  
Joe Choon Yean Chai ◽  
Naresh K Malhotra ◽  
Satyabhusan Dash
Keyword(s):  
Behavioral Intentions ◽  
Mail Survey ◽  
Mediating Effect ◽  
Service Research ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Service Relationships ◽  
The Impact

Purpose – The purpose of this study is to investigate the impact of relational bonding on intention and loyalty and the mediating role of commitment foci in the service context. Design/methodology/approach – The study used a cross-sectional and quantitative mail survey approach. Bank customers in New Zealand were surveyed, and multiple analytical techniques were used to measure the relationships between consumer bonding, commitment foci and loyalty behavioral intentions and the mediating role of commitment foci in service relationships. Findings – The results confirm that commitment foci or targets of commitment are important mediators in the relationships between bonding and loyalty-related behavioral intentions. The findings provide new theoretical knowledge about the mediating effect of the commitment foci in service relationships and significantly enhance knowledge about consumers’ intention and loyalty. Practical implications – The research provides several noteworthy insights into the role of social and structural bonding in consumers’ commitment and loyalty in the service context, as well as provides an important implication for segmentation. Originality/value – The study contributes to the service research on consumers’ intention and loyalty behavior toward the commitment foci. Introducing the role of commitment foci as a mediating mechanism within the context of a service encounter is new in the services marketing literature. This study provides a better understanding of consumers’ perceptions of and behaviors toward the commitment foci, as well as their intention and loyalty.

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