scholarly journals “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services

2021 ◽  
Vol 13 (11) ◽  
pp. 6013
Author(s):  
Carlos Correa ◽  
David Alarcón ◽  
Ignacio Cepeda
Keyword(s):  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Critical Factor ◽  
Customer Perceived Value ◽  
Perceived Satisfaction ◽  
Delivery Services ◽  
Consumer Habits ◽  
The Impact ◽  
Business To Business

Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.

scholarly journals Importance of Customer Perceived Value in Restaurant Businesses: Influence of Brand Experience on Brand Strength and Electronic Word of Mouth

2021 ◽  
Vol 23 (1) ◽  
Author(s):  
Hafiz Ihsan Ur Rehman ◽  
Urva Zainab Zainab ◽  
Hafiz Kashif Iqbal ◽  
Muhammad Amir
Keyword(s):  
Customer Value ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Equation Modeling ◽  
Brand Experience ◽  
Electronic Word Of Mouth ◽  
Brand Strength ◽  
Customer Perceived Value ◽  
The Relationship

The purpose of this paper is to empirically examine the relationship between brand experience, brand strength, and electronic word of mouth along with mediating role of perceived brand value. A total of 308 responses were generated, using an electronic questionnaire. The data was deductively analyzed using reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM). The results of this study indicate that brand experiences positively influence brand strength and electronic word of mouth. Moreover, the results revealed the partial mediation of customer perceived value in the relationship of brand experience and brand strength and also in the relationship between brand experience and electronic word of mouth. This study explains how restaurants can create electronic word of mouth and increased brand strength through memorable experiences. This study provides insight beyond marketing mix elements, and ad theatrical elements which provide evidence for positive customer value perception increased brand strength, and widely generated word of mouth. The theatrical elements of serving food studied in this research have not been studied before in the context of Pakistani restaurants. Therefore, this study bridges the gap between previous studies.

scholarly journals How to build trust: Evidence from Thai customers in the latex glove industry

2021 ◽  
Vol 17 (4) ◽  
pp. 120-131
Author(s):  
Long Kim ◽  
Pattarawadee Maijan ◽  
Teerasak Jindabot ◽  
Wanamina Bostan Ali
Keyword(s):  
Product Quality ◽  
Perceived Risk ◽  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Latex Glove ◽  
Study Product ◽  
Customer Trust ◽  
The Impact

This paper examined the impact of product quality, perceived risk, and perceived value on customer trust in the latex glove industry of Thailand. It used a structural equation model (SEM) to analyze the association between two or more variables. Data collection was conducted in Thailand during the pandemic of COVID-19. Five hundred people looking for glove protection were invited to join the survey; however, only 384 provided responses were valid enough for the data analysis. According to the empirical results of this study, product quality demonstrated significant and positive impacts on perceived value and trust. In addition, perceived value acted not only as a significant and positive predictor of customer trust but also as a partial mediator between product quality and customer trust. On the other hand, the current results demonstrated that perceived risk had little impact on perceived value and trust, while product quality was the primary benefit for increasing perceived value and trust among customers. Thus, ambiguity among customers was unlikely to demonstrate any serious concern for customer value and trust. Overall, customer trust relied significantly on perceived value through increased product quality. AcknowledgmentThis study was supported by Internal Research Grant Funding of Academic year 2021, Hatyai University and Postdoctoral Fellowship, Prince of Songkla University.

scholarly journals The influence of CSR on perceived value, social media and loyalty in the hotel industry

2019 ◽  
Vol 23 (3) ◽  
pp. 373-396 ◽  
Author(s):  
Abdulalem Mohammed ◽  
Abdullah Al-Swidi
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Hotel Industry ◽  
Perceived Value ◽  
Validity And Reliability ◽  
Content Type ◽  
Customer Perceived Value ◽  
Social Media Engagement ◽  
The Impact

Purpose This study aims to examine how perceptions of corporate social responsibility (CSR) activities (i.e. environment, society and stakeholders) enhance perceived value, social media engagement to win customer loyalty in the hotel industry. In addition, it investigates the mediating effects of customer perceived value and social media engagement between CSR activities and customer loyalty. Design/methodology/approach A self-administered survey was conducted on customers in Malaysia. Based on the data collected from 389 customers, the analysis used the structural equation modelling (SEM) approach. The validity and reliability of the measurements were confirmed before the hypotheses of the study have been tested. Findings The results revealed that CSR related to the environment has significant direct and indirect impacts on customer loyalty. In addition, the effect of perceived value and social media engagement on customer loyalty has been supported. The results also demonstrated the mediating role of perceived value and social media engagement between CSR activities and customer loyalty. Research limitations/implications This study advances the understanding of the impact of CSR activities, perceived value and social media engagement on customer loyalty in the hotel industry. Hoteliers can gain benefits by understanding how specific CSR activities can enhance customer perceived value and social media engagement value, thus leads to customer loyalty. Originality/value This study investigates the association between CSR activities, perceived value, social media engagement and customer loyalty, which has been lacking a full investigation in the hospitality literature.

scholarly journals The Impact of Corporate Reputation and Information Sharing on Value Creation for Organizational Customers

2014 ◽  
Vol 8 (2) ◽  
pp. 42-52 ◽  
Author(s):  
Vesna Žabkar ◽  
Maja Arslanagić-Kalajdžić
Keyword(s):  
Information Sharing ◽  
Value Creation ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Empirical Test ◽  
Perceived Value ◽  
Equation Modeling ◽  
Corporate Marketing ◽  
Customer Perceived Value ◽  
The Impact

Abstract The importance of corporate communication to build, protect and maintain corporate reputation has been advocated in numerous publications in recent years. The main goal of this paper is to provide an understanding of the impact of corporate reputation and information sharing on value creation. Both reputation and information sharing represent signals that customers observe in the process of value creation, which is seen as the end focus for corporate marketing. The paper draws on signaling theory and corporate marketing literature from the European and American schools of thought. The empirical test of the hypothesized model focuses on the banking industry. Organizational customers from a South East European country shared their views about banks they currently cooperate with. The research instrument contained multi-item scales adapted from the existing literature. An analysis using structural equation modeling confirmed that corporate reputation positively and significantly influences customer perceived value. The effect of information sharing on customer perceived value is not direct but mediated by corporate reputation. This finding contributes to the existing discussion on the role of corporate reputation and communication as antecedents in the process of value creation.

A decision making model based on fuzzy inference to predict the impact of SCOR® indicators on customer perceived value

2020 ◽  
Vol 223 ◽  
pp. 107520
Author(s):  
Lucas Gabriel Zanon ◽  
Rafael Ferro Munhoz Arantes ◽  
Lucas Daniel Del Rosso Calache ◽  
Luiz Cesar Ribeiro Carpinetti
Keyword(s):  
Decision Making ◽  
Fuzzy Inference ◽  
Perceived Value ◽  
Model Based ◽  
Customer Perceived Value ◽  
Decision Making Model ◽  
The Impact

scholarly journals An Empirical Research on Factors Influencing Purchase Intention of Mobile Shopping

2018 ◽  
Vol 1 (6) ◽  
pp. 115
Author(s):  
Luo Yong ◽  
Li Shenghua
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Factor Model ◽  
Influencing Factor ◽  
Perceived Value ◽  
Equation Modeling ◽  
Flow Experience ◽  
Font Size ◽  
Mobile Shopping ◽  
The Impact

<p><span style="font-size: xx-small;">Based on the theory of Flow experience, this thesis combines the theory of perceived value with the theory of customer innovation, and constructs </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">the influencing factor model of Smartphone users’ </span></span><span style="font-size: xx-small;">purchase intention. The paper aims to understand <span style="font-size: xx-small;">the impact of Flow experience in the intention </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">of mobile shopping in China. To address this, an </span></span><span style="font-size: xx-small;">empirical study with 430 subjects was carried </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">out. It collected the data by questionnaire with 5-point Likert scale, and used SPSS.22.0 and AMOS.21 to encode and analysis the data by the </span></span><span style="font-size: xx-small;">method of factor analysis, descriptive statistics </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">and structural equation modeling. The results indicate that flow experience has a significant </span></span><span style="font-size: xx-small;">positive effect on the purchase intention of </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">mobile shopping, and customer innovation has a direct effect on flow experience which in turn </span></span><span style="font-size: xx-small;">impacts purchase intention. Furthermore, this </span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">study also reveals that perceived value influence mobile shopping deeply. </span></span></span></p><p><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><strong>Key words: </strong></span></span><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;"><span style="font-family: Trebuchet MS,Trebuchet MS; font-size: xx-small;">Mobile shopping </span></span></p>

Superior Customer Value and Network size in Markets Characterized by Network effects

2011 ◽  
pp. 84-97 ◽  
Author(s):  
Fan-Chen Tseng ◽  
Ching-I Teng ◽  
David Chiang
Keyword(s):  
Customer Value ◽  
Network Effects ◽  
Perceived Value ◽  
Network Size ◽  
Network Effect ◽  
Customer Perceived Value ◽  
Business Practitioners ◽  
Winner Take All ◽  
Number Of Customers ◽  
The Relationship

Network effect indicates that the value of connecting to a network is positively associated with the current number of customers connected to that network. Network effect strengthens the strong firms, weakens the weak firms, and may lead to a winner-take-all market. Thus, managing customer perceived value is crucial in markets with network effects. This article models customer perceived value, presents ways to improve the value, and discusses the relationship between customer perceived value and network size. Implications for e-business practitioners are discussed.

Impact of employee job satisfaction and commitment on customer perceived value

2019 ◽  
Vol 38 (3) ◽  
pp. 737-755
Author(s):  
Hanen Charni ◽  
Isabelle Brun ◽  
Line Ricard
Keyword(s):  
Job Satisfaction ◽  
Affective Commitment ◽  
Positive Impact ◽  
Perceived Value ◽  
Content Type ◽  
Customer Perceptions ◽  
Employee Job Satisfaction ◽  
Customer Perceived Value ◽  
The Impact ◽  
Formative Index

Purpose The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically its benefits dimensions. Design/methodology/approach A total of 652 panellists from a large Canadian polling firm self-administer a web-based questionnaire. To measure customer perceived value, a formative index is used which contributes to topical literature through a unique methodology. Hypotheses are tested using a structural equation model. Findings An analysis of the direct, indirect and total effects confirms the unique positive impact of employee job satisfaction and affective commitment, as perceived by customers, on the emotional, social, relationship and epistemic benefits, as well as on the formative index of customer perceived value. Practical implications Customer perceptions of employee attitudes (job satisfaction and affective commitment) represent a unique opportunity for banks to differentiate their value proposition in a hypercompetitive market. Originality/value This study is the first to consider customer perceptions of employee job satisfaction and affective commitment in relation to a formative index of customer perceived value and its related benefits dimensions.

Mobile-banking adoption: empirical evidence from the banking sector in Pakistan

2018 ◽  
Vol 36 (7) ◽  
pp. 1386-1413 ◽  
Author(s):  
Maya F. Farah ◽  
Muhammad Junaid Shahid Hasni ◽  
Abbas Khan Abbas
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Perceived Value ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Actual Use ◽  
Use Behavior ◽  
The Impact

Purpose The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs of the unified theory of acceptance and use of technology 2 are studied. Non-monetary value is studied through perceived value. Trust and perceived risk are also included to predict intention. Design/methodology/approach A questionnaire was utilized to evaluate customer responses on a five-point Likert scale. A convenience sampling technique was used to collect data from a sample of 490 respondents in Pakistan. The data were analyzed using AMOS and SPSS for Cronbach’s α, CR, CMV, AVE, Harmon’s single factor test, correlation and structural equation modeling. Findings The results of the study show that most of the predictors of intention, including perceived value, performance expectancy, habit, social influence, effort expectancy, hedonic motivation (except for facilitating condition), perceived risk and trust, are significant. All predictors of usage behavior are significant. Research limitations/implications A cross-sectional study was conducted due to time constraints. Practical implications Bank managers must focus on improving customers’ intentions to use m-banking as well as on providing facilitating conditions to increase its actual use. To boost mobile banking, banks’ management must consider the customers’ habits while designing their m-banking products. Originality/value The findings of this paper are not only interesting in terms of boosting m-banking diffusion rate, but also in terms of financial inclusion of the vast majority of mobile users. Further the impact of intention, facilitating condition and habit were checked on actual use behavior since people tend not always to act upon their intentions.

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