The Mediating Role of Customer Delight on Relationship among Customer Equity Activities and Up-buying Intention

The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service quality, perception towards promotional packages, and customer delight on customer loyalty towards telecom companies in Hungary. The study also examined the mediating role of customer delight and perception towards promotional packages between service quality and customer loyalty. Another aim of the study is to compare the behavior of Hungarian customers and foreign customers living in Hungary towards telecom companies in the course of the COVID-19 pandemic. The study used a linear snowball sampling method and a well-structured questionnaire to collect the data. In total, 589 completed responses were used for analysis out, of which 208 responses are from Hungarian customers and 381 are from foreigners. To analyze the collected data, regression analysis was applied by using AMOS 22 package. The results of our study revealed that service quality and perception towards promotional packages positively influence customer loyalty among both Hungarian and foreign customers. On the other hand, customer delight significantly influences customer loyalty only among foreign customers. The results also proved the mediating role of promotional packages and customer delight between service quality and customer delight. This study will provide significant practical implications for managers of telecom companies in Hungary.

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The More You Say, the Less They Hear

Journal of Media Psychology Theories Methods and Applications ◽

10.1027/1864-1105/a000135 ◽

2015 ◽

Vol 27 (4) ◽

pp. 159-169 ◽

Cited By ~ 3

Author(s):

Elsbeth D. Asbeek Brusse ◽

Marieke L. Fransen ◽

Edith G. Smit

Keyword(s):

Hearing Protection ◽

Entertainment Education ◽

Mediating Role ◽

Attitude Measures ◽

Underlying Mechanisms

Abstract. This study examined the effects of disclosure messages in entertainment-education (E-E) on attitudes toward hearing protection and attitude toward the source. In addition, the (mediating) role of the underlying mechanisms (i.e., transportation, identification, and counterarguing) was studied. In an experiment (N = 336), three different disclosure messages were compared with a no-disclosure condition. The results show that more explicit disclosure messages negatively affect transportation and identification and stimulate the generation of counterarguments. In addition, the more explicit disclosure messages affect both attitude measures via two of these processes (i.e., transportation and counterarguing). Less explicit disclosure messages do not have this effect. Implications of the findings are discussed.

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Coping Humor as a Mediator Between Emotional Intelligence and Job Satisfaction

Journal of Personnel Psychology ◽

10.1027/1866-5888/a000185 ◽

2017 ◽

Vol 16 (3) ◽

pp. 155-159 ◽

Cited By ~ 4

Author(s):

Peizhen Sun ◽

Jennifer J. Chen ◽

Hongyan Jiang

Keyword(s):

Job Satisfaction ◽

Emotional Intelligence ◽

Future Research ◽

Satisfaction Scale ◽

Primary School Teachers ◽

Mediating Role ◽

Regulation Of Emotion ◽

The Relationship ◽

Overall Job Satisfaction

Abstract. This study investigated the mediating role of coping humor in the relationship between emotional intelligence (EI) and job satisfaction. Participants were 398 primary school teachers in China, who completed the Wong Law Emotional Intelligence Scale, Coping Humor Scale, and Overall Job Satisfaction Scale. Results showed that coping humor was a significant mediator between EI and job satisfaction. A further examination revealed, however, that coping humor only mediated two sub-dimensions of EI (use of emotion and regulation of emotion) and job satisfaction. Implications for future research and limitations of the study are discussed.

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