scholarly journals Exploring Relationship Among Customer Dissatisfaction, Complaints, And Loyalty In The Virtualized Environment: Roles Of Advanced Services

2014 ◽  
Vol 12 (11) ◽  
pp. 1343 ◽  
Author(s):  
Yoon C. Cho
Keyword(s):  
Product Category ◽  
Purchase Behavior ◽  
Complaining Behavior ◽  
Different Types ◽  
Customer Dissatisfaction ◽  
Repeat Purchase ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Repeat Purchase Behavior ◽  
A Company

Various studies support how satisfied customers become loyal customers by investigating attitudes and behavior, while fewer studies have examined links among dissatisfaction, complaints, and loyalty, particularly in the virtualized environment. By applying justice dimension, the purpose of this study is to explore i) how different types of justice affect customer dissatisfaction; ii) how the level of customer dissatisfaction affects willingness to complain/complaining behavior; iii) how willingness to complain/complaining behavior affects repeat purchase behavior based on how complaints are resolved by a company; and iv) how repeat purchase behavior affects loyalty. Proposed relationships are investigated with effects of advanced services (i.e., 2Is, Interactivity and Individualization) and product category that are applied in the virtualized environment. By applying various statistical analyses, this study provides managerial and theoretical implications and offers suggestions to e-businesses.

The Effects of Unfulfilled Preferential Treatment and Review Dispersion on Airbnb Guests’ Attitudes and Behavior

2021 ◽  
pp. 109634802110669
Author(s):  
Xiaoyun Zheng ◽  
Lu Zhang ◽  
Nathan Line ◽  
Wei Wei
Keyword(s):  
Attribution Theory ◽  
Unintended Consequences ◽  
Preferential Treatment ◽  
Negative Attitudes ◽  
Consumer Evaluations ◽  
Different Types ◽  
Dispersion Condition ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Low Dispersion

In sharing accommodation business such as Airbnb, while the provision of personalized amenities and services may seem like good business, hosts should be aware of the potential unintended consequences when they are not able to deliver what they promise. The present research examines how expectation gaps created by guest reviews interact with different types of preferential services to subsequently affect consumer behavior in the peer-to-peer accommodation economy. Grounded in attribution theory, this study offers new insights on customer responses to unfulfilled preferential treatment. The results suggest that in the condition of utilitarian services (e.g., airport transportation), participants in the low dispersion condition exhibited more negative attitudes, a lower level of repurchase intention, and a decreased willingness to write an online review. Conversely, in the condition of hedonic services (e.g., perform a talent show), expectation discrepancy did not result in different consumer evaluations across the dispersion conditions.

International buyers’ repurchase intentions in a Chinese cross-border e-commerce platform

2019 ◽  
Vol 30 (2) ◽  
pp. 403-437
Author(s):  
Jian Mou ◽  
Jason Cohen ◽  
Yongxiang Dou ◽  
Bo Zhang
Keyword(s):  
Purchase Intention ◽  
Online Survey ◽  
International Markets ◽  
Purchase Intentions ◽  
Purchase Behavior ◽  
Content Type ◽  
Repurchase Intentions ◽  
Cross Border ◽  
Repeat Purchase ◽  
Repeat Purchase Behavior

Purpose The purpose of this paper is to develop and test a model of the uncertainties and benefits influencing the repurchase intentions of buyers in cross-border e-commerce (CBEC). Design/methodology/approach The authors draw on the valence framework to hypothesize effects of positive valences (utilitarian benefits) along with negative valences (pre- and post-contractual uncertainties) on buyers’ repeat purchase intentions. Data were collected using an online survey from 378 international B2C buyers on a CBEC platform in China. Findings Results explain 51.4 percent of the variance and reveal that overall value, as determined by monetary saving, convenience and product offerings as positive valences, exerts the strongest effect on repeat purchase intention. However, negative valences remain significant, and are particularly salient for female shoppers. Research limitations/implications The authors extend the valence theory into the study of repeat purchase behavior and contribute to much needed literature on why consumers return to repurchase from a CBEC platform. Practical implications Repeat purchase and loyalty of online consumers is essential for success of e-commerce providers. The results help online providers competing in international markets understand how buyers form repurchase intentions based on their evaluations of both value and uncertainty. Originality/value Buyer behavior in CBEC has received relatively less attention than domestic e-commerce. This paper is among the first to examine how both positive and negative valences combine to effect repurchase intention of international buyers in CBEC.

The Effects of Trial and Incentives on Repeat Purchase Behavior

1976 ◽  
Vol 13 (3) ◽  
pp. 263-269 ◽  
Author(s):  
Carol A. Scott
Keyword(s):  
Field Experiment ◽  
Consumer Demand ◽  
Purchase Behavior ◽  
Influence Strategies ◽  
Self Perception ◽  
Perception Theory ◽  
Repeat Purchase ◽  
Repeat Purchase Behavior

Although relatively under-researched, behavioral influence strategies commonly are used by marketers to modify consumer demand. Reported here are the results of a field experiment which tested the effectiveness of trial and incentive behavioral influence strategies. The efficacy of using self-perception theory to explain and predict behavior is assessed.

scholarly journals Impact of Consumer Satisfaction on Fresh E-commerce Repeat Purchase Behavior

2021 ◽  
Vol 257 ◽  
pp. 02074
Author(s):  
Xi Sun
Keyword(s):  
Consumer Satisfaction ◽  
Online Shopping ◽  
Purchase Behavior ◽  
Fast Speed ◽  
Shopping Experience ◽  
Repeat Purchase ◽  
Purchase Rate ◽  
Repeat Purchase Behavior ◽  
The Relationship ◽  
Easy Operation

Fresh e-commerce appeals to consumers with its fast speed, easy operation, low price and various types in the field of fresh. However, the fresh e-commerce market is facing unprecedented competitive pressure. The repeat purchase behavior of consumers has become the focus of fresh e-commerce enterprises. Based on the literature research of consumer satisfaction and fresh e-commerce repeat purchase behavior, through the investigation of online shopping experience of consumers using fresh e-commerce and empirical research on the relationship between consumer satisfaction and fresh e-commerce repeat purchase, this paper puts forward some suggestions to improve consumer satisfaction and increase fresh e-commerce repeat purchase rate.

scholarly journals A Study of the Effectiveness of Customer Co-Creation Through Personalization and Customer Co-Creation Through Innovation on Brand Experience

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Kelsey Werner ◽  
Class of 2016
Keyword(s):  
Product Category ◽  
Brand Experience ◽  
Brand Name ◽  
Buying Behavior ◽  
Five Dimensions ◽  
Different Types ◽  
Category Type ◽  
A Company ◽  
Different Levels ◽  
Brand Satisfaction

The purpose of this article is to study the effect of two types of customer co-creation, co-creation through personalization and co-creation through innovation, on brand experience. Customer co-creation through personalization focuses on the act of improving or changing a standardized product to make it unique to the consumer, and customer co-creation through innovation occurs when the consumer helps the company create a brand new product. Studies have shown that positive brand experiences can lead to improved brand satisfaction and loyalty, so looking at co-creation’s impact on brand experience will point to how co-creation ultimately benefits a company. In order to measure the brand experience of different types of co-creation, the five dimensions of brand experience are used: sensory, affective, cognitive, behavioral, and relational. To test how the different types of co-creation affect the different levels of brand experience and consumers’ buying behavior, I conducted an experiment. In order to account for extraneous factors, I also took the brand name and product category into consideration when evaluating co-creation’s overall effect. I found that customer co-creation through personalization and customer co-creation through innovation have different effects on the various dimensions of brand experience. The cognitive and behavioral brand experience dimensions were changed the most by customer co-creation, and the affective and relational dimensions were not changed at all by customer co-creation. From this, I can conclude that companies should not use customer co-creation to induce feelings or an emotional bond with consumers, but they should use co-creation to stimulate consumers’ thinking and action. Results did vary, though, depending on the brand name and product category. Ultimately, if a company is planning to execute either version of customer co-creation, there are many factors to consider (such as brand name, product category, type of co-creation, industry, and customers) before putting the plan into action.

scholarly journals EXPLORING BEHAVIORAL AND ATTITUDINAL BRAND LOYALTY USING TRIPARTITE MODEL OF ATTITUDE

2020 ◽  
Vol 2 (No.1) ◽  
pp. 26-34
Author(s):  
Abaidullah Mustaffa ◽  
Mariati Abdul Rahman ◽  
Sulaiman Nawai
Keyword(s):  
Brand Loyalty ◽  
Purchase Behavior ◽  
One Dimension ◽  
Tripartite Model ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Single Dimension ◽  
Repeat Purchase ◽  
Attitudinal Brand Loyalty ◽  
Repeat Purchase Behavior

Previously, scholars have studied behavioral and attitudinal brand loyalties separately by. Brand loyalty was first studied with behavior as one dimension in the brand loyalty structure, which predominantly measures brand loyalty by repeat purchase. However, the stochastic paradigm that views behavior as a single dimension cannot explain the motivation for consistent repeat purchase behavior. Subsequently, the stochastic paradigm was replaced with a deterministic paradigm that views attitude as a single dimension of brand loyalty. Since brand loyalty is a psychological abstraction in nature, scholars viewed that a combined approach of behavior and attitude is more appropriate to address the issue of brand loyalty. This paper proposes a Tripartite Model of Attitude to explain the dimensions and determinants of brand loyalty by combining behavioral loyalty and attitudinal loyalty in one framework.

scholarly journals Social Media and E-Commerce: A Theoretical Study of Factors Affecting Consumer Behavior of Social Media Buyers

2021 ◽  
pp. 71-76
Author(s):  
Dr. Kavita Chauhan ◽  
Faiz Rehman Abbasi
Keyword(s):  
Social Media ◽  
Theoretical Study ◽  
Computer Interface ◽  
Factors Affecting ◽  
Social Media Networks ◽  
Retail Business ◽  
Different Types ◽  
Mobile Channels ◽  
And Behavior ◽  
Attitudes And Behavior

This research studies the factors that impact the behavior of the consumers of social media buyers. The retail business has changed radically over the most recent two decades, at first with the landing of computer-interface shopping and, more recently, with the emerging of mobile channels and social media stages. It is hard for e-commerce or e-retail companies to identify and influence the variables that drive consumers' attitudes and behavior. Different types of media affect people's conclusions, significantly depending on how much time they spend on such media. Facebook and Twitter are two examples of relatively older types of social media in correlation with newer social media networks, for example, Instagram. Furthermore, people use each type of social media for different purposes and based on their individual preferences.

Role of Personality in Response to Fear Appeal Advertisements on Oral Hygiene

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
S. Ajit ◽  
V. Joseph Paul Raj
Keyword(s):  
Oral Hygiene ◽  
Significant Relationship ◽  
Fear Appeal ◽  
Personality Variables ◽  
Different Types ◽  
Marketing Activities ◽  
Bad Breath ◽  
And Behavior ◽  
Attitudes And Behavior

In this world of extremely fragmented markets, there is a need to recognize the importance of understanding customers to achieve effectiveness of marketing activities. It is logical that different people have different and unique responses for different types of advertisements according to their characteristics and they may react most positively when exposed to advertisements that match their personality. Fear appeal ads, as a tactic of persuasion, influence such attitudes and behavior of customers. The purpose of this study is to investigate whether different personality traits influence the responses to fear appeal advertisements. The present study uses five individual differences personality variables like openness to experience, conscientiousness, extraversion, agreeability, and neuroticism/stability to study the responses to fear appeal advertisements on oral hygiene. The results show that there is a significant relationship between agreeableness, extraversion and seriousness towards gingivitis and bad breath whereas there is a significant relationship between openness and seriousness towards tooth decay.

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