scholarly journals Ethically Minded Consumer Behavior, Retailers’ Commitment to Sustainable Development, and Store Equity in Hypermarkets

2020 ◽  
Vol 12 (19) ◽  
pp. 8041
Author(s):  
Irene Sánchez-González ◽  
Irene Gil-Saura ◽  
María Eugenia Ruiz-Molina
Keyword(s):  
Sustainable Development ◽  
Consumer Behavior ◽  
Least Squares ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Positive Word ◽  
Ethical Aspects ◽  
The Sustainable Development ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth

The present paper analyzed the influence of ethically minded consumer behavior on retailer’s commitment to sustainable development as perceived by the consumer, and their contribution to the chain of relationships “store equity–loyalty–word of mouth communication”, in the context of retailing. Responses from 317 hypermarket customers in Ecuador were analyzed. The model was estimated using the partial least squares technique. The results show the sustainable development actions implemented by retailers, together with perceived value, contribute significantly to store equity creation, which explains customer loyalty and, ultimately, positive word-of-mouth communication. However, the most concerned consumers of ethical aspects value the retailer’s efforts towards sustainability to a lesser extent. The findings of this research allow developing a series of implications for the managers of these establishments.

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

Modelling green customer loyalty and positive word of mouth

2019 ◽  
Vol 15 (3) ◽  
pp. 405-426 ◽  
Author(s):  
Paul Blaise Issock Issock ◽  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Energy Efficient ◽  
Word Of Mouth ◽  
Environmental Knowledge ◽  
Positive Word ◽  
Content Type ◽  
Consumption Values ◽  
Customer Trust ◽  
Positive Word Of Mouth

Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.

scholarly journals Analisis Faktor yang Mempengaruhi Word of Mouth Ayam Geprek Don

2021 ◽  
Vol 5 (3) ◽  
pp. 296
Author(s):  
Albertus Bobby Widagdo ◽  
Yanuar Yanuar
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Positive Word ◽  
Brand Trust ◽  
Positive Word Of Mouth

This study aims to examine the effect of brand image, brand trust and customer satisfaction on customer loyalty and its influence on product word of mouth. The data in this study were obtained from the results of filling in the questionnaire by 110 respondents who were all customers of Ayam Geprek Don products located in South Jakarta. Data from the questionnaire filling in this study were further analyzed using the Partial Least Square technique with the help of the SmartPLS program. Based on the results of the analysis in this study, some conclusions are obtained as follows: brand image, brand trust, and customer satisfaction have a positive and significant effect on loyalty. Then, loyalty has a positive and significant effect on product word of mouth. In general, the better the brand image and product brand trust and the higher the customer satisfaction, the higher loyalty which will further increase the positive word of mouth of the brand. Penelitian ini bertujuan untuk menguji pengaruh citra merek, kepercayaan merek, dan kepuasan pelanggan terhadap loyalitas, serta pengaruhnya terhadap word of mouth produk. Data dalam penelitian ini diperoleh dari hasil pengisian kuesioner oleh sebanyak 110 responden yang seluruhnya adalah pelanggan produk Ayam Geprek Don yang berlokasi di Jakarta Selatan. Data hasil pengisian kuesioner dalam penelitian ini selanjutnya dianalisis dengan menggunakan teknik Partial Least Square dengan bantuan program SmartPLS. Berdasarkan hasil analisis dalam penelitian ini, diperoleh beberapa kesimpulan yaitu: citra merek, kepercayaan merek, dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas. Serta loyalitas berpengaruh positif dan signifikan terhadap word of mouth produk. Secara umum, semakin baik citra merek dan kepercayaan merek serta semakin tinggi kepuasan pelanggan, maka semakin tinggi loyalitas yang selanjutnya akan meningkatkan word of mouth positif dari merek.

scholarly journals Smart Hotels and Sustainable Consumer Behavior: Testing the Effect of Perceived Performance, Attitude, and Technology Readiness on Word-of-Mouth

2020 ◽  
Vol 17 (20) ◽  
pp. 7455
Author(s):  
Jinkyung Jenny Kim ◽  
Myong Jae Lee ◽  
Heesup Han
Keyword(s):  
Consumer Behavior ◽  
Hospitality Industry ◽  
Word Of Mouth ◽  
Cutting Edge ◽  
Technology Readiness ◽  
Positive Word ◽  
Innovative Technologies ◽  
Perceived Performance ◽  
Structural Relationships ◽  
Positive Word Of Mouth

Many recent studies with the topic of innovative technologies have been executed in the viewpoint of adoption/readiness of one specific cutting-edge technology in the hospitality industry. Unlike with the existing studies, the present research comprehensively dealt with consumers’ perceived performance of a smart hotel and explored its influence on the formation of attitude and word-of-mouth intention. Furthermore, this study encompassed drivers of technology readiness (optimism and innovativeness) as critical moderators. Our analysis results confirmed that the perceived performance of a smart hotel is essential in generating individuals’ favorable attitudes and positive word-of-mouth intentions. The moderating roles of optimism and innovativeness were also found in the link between perceived performance and attitude. Theoretical value and managerial contributions were discussed through unpinning the structural relationships among study variables in the smart hotel context.

scholarly journals Responsible Marketing: Doing Well by Doing Good

2016 ◽  
Vol 8 (1) ◽  
pp. 8-17 ◽  
Author(s):  
CB Bhattacharya
Keyword(s):  
Customer Loyalty ◽  
Word Of Mouth ◽  
Environmental Values ◽  
Business Value ◽  
Positive Word ◽  
Business Outcomes ◽  
The Core ◽  
Sustainability Initiatives ◽  
Corporate Social ◽  
Positive Word Of Mouth

Abstract Business value and social or environmental values can go hand in hand. If companies not only create socio-environmental value by caring for people and our planet, but also drive business value and profit through such initiatives, then CSR or corporate social responsibility can be a source of competitive differentiation and advantage. In such companies, sustainability initiatives are close to the core businesses which leverage the competencies of the company and in line with company values and principles. While some stumbling blacks need to be mastered on the way, many companies have applied this concept successfully. The business value created by CSR initiatives ranges from employee and customer loyalty, positive word of mouth, resilience to negative information about the company and several other coveted business outcomes. To integrate CSR successfully, management should be committed to its causes, integrate all stakeholders in the initiatives and communicate about projects in an open, honest and authentic way. Much like other aspects of marketing strategy, there is a need to monitor and measure sustainability efforts to tune activities and insure overall success.

scholarly journals THE ANTECEDENT AND IMPACT OF GREEN BRAND EQUITY ON HONDA MOTORCYCLE WITH PROGRAMMABLE FUEL INJECTION TECHNOLOGY IN SURABAYA

2015 ◽  
Vol 14 (2) ◽  
Author(s):  
Michael Saputra Prajugo
Keyword(s):  
Brand Equity ◽  
Word Of Mouth ◽  
Fuel Injection ◽  
Positive Influence ◽  
Brand Attitude ◽  
Positive Word ◽  
Brand Credibility ◽  
Green Trust ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth

This study integrates the research model developed by Ng et al., (2014), Chen (2010), and Bekk et al., (2016) and aims to analyze the antecedent and impact of green brand equity on Honda motorcycle with Programmable Fuel Injection (PGM-FI) technology in Surabaya. A theoretical model with hypothesized relationships is developed consisting of nine latent constructs: perceived quality of a brand, brand credibility, green brand image, green brand perceived value, green satisfaction, green trust, green brand equity, brand attitude, and positive word of mouth communication. The method used to collect the data in this study is distributing questionnaire to 260 respondents who meets the sample characteristics that have been determined. Later, the method used to test the validity and reliability of the data is SPSS 18.0 software and the method used to test the hypotheses is Structural Equation Modeling using Lisrel 8.80 software. The results show that brand credibility, green brand perceived value, and green satisfaction have positive influence on green brand equity, thus having role as the antecedents. On the other hand, green brand image and green trust have no influence on green brand equity. Furthermore, the results show that green brand equity has positive influence on brand attitude and positive word of mouth communication, where the positive influence of green brand equity on positive word of mouth communication can be also through mediation of brand attitude. Thus, brand attitude and positive word of mouth communication are impacts of green brand equity.

Customer Brand Identification and Its Influence on Customer Loyalty in the Hotel Industry

2022 ◽  
pp. 174-189
Author(s):  
Catarina Isabel Andrade Basílio ◽  
Nuno Silva Gustavo
Keyword(s):  
Customer Loyalty ◽  
Word Of Mouth ◽  
Hotel Industry ◽  
Brand Identity ◽  
Social Benefits ◽  
Positive Word ◽  
Brand Identification ◽  
Self Similarity ◽  
Positive Word Of Mouth

Customer brand identification is described by the customer's perception and feeling about a brand. It brings value and meets the customer's needs. The four drivers of CBI are brand self-similarity, brand social benefits, brand identity, and memorable brand experiences. The purpose of this study is to understand the influence of CBI (and, consequently, its drivers) on customer loyalty and its perception of hotel brands. Although the importance of CBI has already been recognized in some studies, its effects on customer loyalty in the hospitality context are still relatively unexplored. A survey was used to understand and confirm that CBI and all four of its dimensions significantly influence customer loyalty. This means, in the hotel industry, customers tend to look for brands that are distinct from their competitors, have an identity of their own, and close to their values. It was also possible to conclude that the client tends to behave more favorably towards the brand, spreading positive word of mouth and recommending brands that meet CBI conditions.

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