scholarly journals The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry

2021 ◽  
Vol 13 (5) ◽  
pp. 2783
Author(s):  
Jinsoo Hwang ◽  
Kwang-Woo Lee ◽  
Seongseop (Sam) Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Brand Preference ◽  
Theoretical Understanding ◽  
Dominant Orientation ◽  
Antecedents And Consequences

This study examined the antecedents and consequences of rapport between customers and salespersons in the context of duty-free shops. Specifically, this study proposed six sub-dimensions of service-dominant orientation (i.e., relational, ethical, individuated, empowered, concerted, and developmental interactions). These dimensions have a positive influence on rapport. In addition, rapport is hypothesized to aid in the formation of customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. Data were collected from 649 Chinese shoppers who have purchased a product in a Korean duty-free shop. In addition, this study employed confirmatory factor analysis to check the adequacy of the measurement items and structural equation modeling to test 11 hypotheses. Data analysis results indicated that five sub-dimensions of service-dominant orientation, excluding individuated interaction, play an important role in the formation of rapport. Furthermore, rapport has a positive effect on customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. The findings of this study offer valuable insights for managers of duty-free stores into the most effective methods for managing their operations and providing an appropriate blend of products. Furthermore, this paper contributes to theoretical understanding in this area by improving the acceptability of a commonly believed shopper behavior model.

Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

2016 ◽  
Vol 30 (3) ◽  
pp. 277-289 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Vince Howe ◽  
K. Douglas Hoffman
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Grocery Store ◽  
Equation Modeling ◽  
Theoretical Understanding ◽  
Content Type ◽  
Customer Delight ◽  
Multiple Paths ◽  
Antecedents And Consequences ◽  
The Impact

Purpose Historically, firms have dedicated an abundance of resources in the pursuit of customer satisfaction and its corresponding favorable consequences. However, research indicates that customer satisfaction may not necessarily result in the outcomes pursued. This paper aims to focus on the concept of customer delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget spent. Design/methodology/approach Data were collected from a grocery store. The hypothesized relationships were tested using structural equation modeling. Findings Results from this study yield new insights into the dual pathways leading to customer delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to joy alone. Both joy and surprise are completely mediated through delight to per cent of budget spent. Interestingly, higher frequency customers experience a stronger relationship from joy to delight. Research limitations/implications The findings have implications for the ongoing debate on the viability of customer delight and extending the theoretical understanding of why customer delight represents such a powerful force in the service environment. Practical implications By providing specific variables that impact both joy and surprise, management can develop tactics to develop delight initiatives. Originality/value This is the first study proposing multiple paths to customer delight. Further, this is the first study to link needs based and disconfirmation into a single model.

scholarly journals COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

2017 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Equation Model ◽  
Repurchase Intention ◽  
Continuance Commitment ◽  
Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

Box office performance: Influence of online word-of-mouth on consumers’ motivations to watch movies

2019 ◽  
Vol 47 (10) ◽  
pp. 1-17
Author(s):  
Kuo-Ting Yu ◽  
Hsi-Peng Lu ◽  
Chih-Yu Chin ◽  
Yu-Shiuan Jhou
Keyword(s):  
Intrinsic Motivation ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Positive Influence ◽  
Production Costs ◽  
Equation Modeling ◽  
Box Office ◽  
Online Word Of Mouth ◽  
Marketing Budgets

Content created by the movie industry is high-risk, as production costs and marketing budgets are massive but box office results can be volatile. We examined the effect of online word-of-mouth on consumers’ motivation and intention to watch movies. The proposed model was tested in a survey with 337 consumers using a structural equation modeling approach. The results showed that movie reviews by professional movie media writers had a substantial positive impact on consumers’ intrinsic motivation for presenting themselves, via transmitting their values and expressing personal favor by watching movies. Popular media also had a positive influence on the intrinsic motivation of perceived enjoyment, and social media had the broadest influence on consumers’ intrinsic motivation. Thus, movie makers and marketers should focus on the critical platform of online word-ofmouth to enhance consumers’ motivation to watch movies.

Understanding customer-customer rapport in a senior group package context

2019 ◽  
Vol 31 (5) ◽  
pp. 2187-2204 ◽  
Author(s):  
Jinsoo Hwang ◽  
JungHoon (Jay) Lee
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Service Marketing ◽  
The Elderly ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Service Facility ◽  
Content Type ◽  
Customer Perceptions ◽  
Package Travel

Purpose As the elderly population in Korea grows, sales of travel packages for elderly people are also increasing. Senior tourists should spend much time with other tourists because of the nature of package travel. Thus, the purpose of this paper is to investigate the significance of rapport with other tourists in the elderly tourist context. Specifically, the current study examined the relationship between other customer perceptions and rapport with other tourists. In addition, this study investigated the influences of rapport with other tourists on tour quality, tour satisfaction and word-of-mouth. Design/methodology/approach This paper collected data from 411 elderly tourists in Korea and conducted a structural equation modeling analysis to test nine hypotheses. Findings Physical appearance and suitable behavior positively affect rapport with other tourists and thus aid in increasing tour quality, tour satisfaction and word-of-mouth. Originality/value In service marketing, there is a general consensus that customers are influenced by other customers who use the same service facility because they recognize other customers as the environment of the service facility. The concept of other customer perceptions was applied to tourism marketing in this study in combination with another understudied concept, rapport. This study is one of the first, as per the authors’ knowledge, to apply those important concepts to the tourism industry in particular, although there has been a considerable body of research in the service marketing field. Consequently, the findings of this paper would be meaningful and useful for travel agencies when developing a marketing strategy to enhance rapport between tourists.

Promoting service excellence for tourist destinations

2016 ◽  
Vol 10 (4) ◽  
pp. 440-454
Author(s):  
Marit Gundersen Engeset ◽  
John S. Hull ◽  
Jan Velvin
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Survey Design ◽  
Positive Influence ◽  
Equation Modeling ◽  
Content Type ◽  
Service Excellence ◽  
Ski Resort ◽  
Guest Satisfaction

Purpose This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway. Design/methodology/approach This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs. Findings Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large. Practical implications Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future. Originality/value The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.

The Effect of Pleasure and Arousal on Satisfaction and Word-of-Mouth: An Empirical Study of the Indian Banking Sector

2013 ◽  
Vol 38 (2) ◽  
pp. 95-104 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Positive Impact ◽  
Sampling Procedure ◽  
Equation Modeling ◽  
Public And Private Sector ◽  
The Impact

During the last decade, the Indian banking sector has shown a remarkable advancement in terms of innovation, growth, and value creation. Behind this development of the Indian banking sector, several factors like customer satisfaction and word-of-mouth (WOM) are responsible. Literature has reported that pleasure and arousal play an important role in customer satisfaction. Investigations have been carried out on the influence of pleasure and arousal on behavioural intentions including satisfaction and WOM. However, there has been no such study for the banking sector. This gap in research has motivated this study. This paper suggests a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfaction on WOM. Based on prior literature, several hypotheses stating the linkages among pleasure, arousal, satisfaction, and word-of-mouth were developed. Russell�s framework for pleasure and arousal (emotion) formed the basis of the model. For the purpose of the study, face-to-face interviews with a structured questionnaire were conducted to collect data. Participants included customers above 18 years from both public and private sector banks in three cities namely, Kolkata, Durgapur, and Haldia of West Bengal, India. Data collection was done with the use of area sampling procedure. Out of 500 questionnaires administered, about 310 questionnaires were useable for analysis. The data analysis was done with SPSS 19 and AMOS 18. Structural equation modeling (SEM) using AMOS 18 was applied to explore the links between the constructs in the conceptual model. The overall fit of the conceptual model was assessed using several indices furnished in the AMOS output. The fit index results suggested model fitness with the data. The results of the study indicate that: Pleasure has significant positive and negative impacts on satisfaction and WOM respectively. Arousal has significant negative and positive impact on satisfaction and WOM. Satisfaction has positive significant impact on WOM.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

2021 ◽  
Vol 14 (2) ◽  
pp. 300
Author(s):  
Sri Vandayuli Rirorini ◽  
Genesis Sembirng Depari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth

<p>This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the <em>non-probability sampling method</em> and <em>purposive sampling technique</em>. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that <em>Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price</em> have positive and significant effects on<em>Customer Satisfaction</em>, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.</p>

Antecedents and consequences of public administration’s social media website attractiveness

2018 ◽  
Vol 86 (1) ◽  
pp. 38-61 ◽  
Author(s):  
Bernd W. Wirtz ◽  
Vincent Göttel ◽  
Paul F. Langer ◽  
Marc-Julian Thomas
Keyword(s):  
Social Media ◽  
Public Administration ◽  
Structural Equation ◽  
Positive Influence ◽  
Public Institution ◽  
Equation Modeling ◽  
Open Platform ◽  
Model Based ◽  
Antecedents And Consequences ◽  
Use Of Social Media

With regard to the increasing use of social media channels in public administrations, this study investigates antecedents and consequences of public administration’s social media website attractiveness, focusing on the local government level. We derive a model based on the Uses and Gratifications Theory and apply a structural equation modeling approach by testing our model based on a survey data of 164 citizens in Germany using social media websites in the context of public administration. As a result, we find that Social Motivation, User-Generated Content and Public Administrator-Generated Content have a significant positive influence on Attractiveness. Moreover, Attractiveness positively affects both Intention to Use and Word-of-Mouth (WoM) Intention. Points for practitioners The attractiveness of public institutions’ social media websites such as Facebook depends on three factors: (1) users wish to get connected to other users and (2) the appeal of its content generated by the public institution as well as (3) by other users. Empirical data suggest that the increase in attractiveness of respective social media pages will make users use the social site more often and will also make users recommend the page to others. Against this background, social media page managers of public administration websites will focus on providing an open platform for citizens to exchange information and provide appealing and citizen-oriented content.

scholarly journals Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels

2021 ◽  
Vol 18 (17) ◽  
pp. 9123
Author(s):  
Khalil-ur-Rehman ◽  
Mohammad Adnan ◽  
Naveed Ahmad ◽  
Miklas Scholz ◽  
Khalil-ur-Rehman ◽  
...  
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Hotel Industry ◽  
Positive Influence ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Boutique Hotel ◽  
Boutique Hotels ◽  
The Relationship

Customers have become very sensitive regarding the innovative evaluation of services. Due to competition in the hospitality industry, it is a challenge for hotel marketers to understand customers’ behavior. There is scant research in the hotel industry of Pakistan and especially on boutique hotels. This research seeks to measure the relationship between substantive, communicative elements of the sustainable servicescape and behavioral intentions (word of mouth) in a boutique hotel setting. However, the mediating effect of the overall perceived image is examined between these constructs. Responses of boutique hotel visitors were collected from Lahore, Islamabad, Faisalabad, and Murree. Data were analyzed by using structural equation modeling (SEM). Results display that both substantive and communicative servicescape elements positively affect the perceived image of customers, which has a positive influence on behavioral intentions such as word of mouth (WOM). Theoretical and practical implications are also discussed.

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