scholarly journals Examining the relationship between service quality and consumer repurchase intention with mediating role of Gratitude feelings and moderating role of corporate image

2016 ◽  
Vol 04 (01) ◽  
pp. 22-30
Author(s):  
Tehmina Kanwal ◽  
Keyword(s):  
Service Quality ◽  
Positive Relationship ◽  
Analysis Data ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Mediating Role ◽  
The Relationship ◽  
Moderating Role

The objective of the study was to examine the relationship between service quality (SQ), with mediating role of gratitude feelings (GF), and moderating role of corporate image (CI) on consumer repurchase intention (CRPI). For empirical analysis data was collected from 157 customers of restaurants of Pakistan. The findings disclosed the significant positive relationship between service and consumer repurchase intentions. The results revealed that customers do not follow their gratitude feelings for revisiting any restaurant, and corporate image also do not increase their interest for repeat purchases.

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

Decomposing Customer Engagement Effect Between Marketer- and User-Generated Content and Repurchase Intention in the Online Airline Service Community

2021 ◽  
Vol 11 (4) ◽  
pp. 1-22
Author(s):  
Ali Ahmed Abdelkader ◽  
Reham Shawky Ebrahim
Keyword(s):  
User Generated Content ◽  
Customer Engagement ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Mediating Role ◽  
Service Community ◽  
Internet Users ◽  
Research Findings ◽  
The Relationship

This research is mainly concerned with identifying the mediating role of customer engagement (CE) between marketer and user-generated content and repurchase intentions in online airline service communities. Additionally, this research explores the significance of differences between the customers' perceptions towards the generated content evaluation according to content generator (marketer/user) and identifies the relatively importance of both marketer and user-generated content influence on CE in online airline service communities. To accomplish these objectives, a random cluster sample of 351 valid internet users was selected. The research findings indicated that user-generated content (UGC) is more influential than marketer-generated content (MGC) on CE and its dimensions. The findings also reveal that CE significantly mediates the relationship between both marketer and user-generated content and repurchase intentions. The findings improve both academicians' studies and marketers' practices within the online airline service community.

scholarly journals The Influence of Hallyu on Africans’ Perceptions of Korea: The Moderating Role of Service Quality

2020 ◽  
Vol 12 (8) ◽  
pp. 3245
Author(s):  
Woo-Hyuk Kim ◽  
Chunghee Lee ◽  
Sungsoo Kim
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Positive Relationship ◽  
Destination Image ◽  
African Students ◽  
Tourism Marketing ◽  
The Relationship ◽  
Moderating Role

The purpose of this study is to explore the relationships between Hallyu, destination image, and behavioral intentions in light of the moderating effect of service quality. To that purpose, we established two objectives: to investigate relationships between Hallyu, destination image, and behavioral intentions and to examine how service quality at a destination affects the relationship between Hallyu and destination image. We collected data from 250 African students studying in Korea, 223 of whom returned usable surveys that we subjected to structural analysis. The results revealed that there is a positive relationship between Hallyu and destination image and that destination image significantly influenced behavioral intention. Moreover, we found differences in the moderating role of service quality. Such findings contribute to tourism marketing for African tourists.

Career Plateau and Turnover Intention in Chinese Employees: Career Anchor as Moderator

2015 ◽  
Vol 43 (5) ◽  
pp. 757-766 ◽  
Author(s):  
Yueran Wen ◽  
Liu Liu
Keyword(s):  
Turnover Intention ◽  
Positive Relationship ◽  
Management Practices ◽  
Career Anchor ◽  
Career Plateau ◽  
Strong Positive Relationship ◽  
High Level ◽  
The Relationship ◽  
Moderating Role

Based on a survey of 147 Chinese employees, we examined the relationship between perceived career plateau and turnover intention, and the moderating role of career anchor in challenge in this process. We hypothesized that perceived career plateau would be positively related to turnover intention, and that this relationship would be stronger in employees with a higher level of career anchor in challenge than in those with a lower level. The results showed that perceived career plateau had a strong positive relationship with turnover intention, especially in employees with a high level of career anchor in challenge. These findings have implications for research in career development and turnover intention, as well as in management practices.

Mediating Effect of WhatsApp Addiction Between Social Loneliness and Preference for Online Social Interaction: A Cross-cultural Study

2021 ◽  
pp. 097215092110556
Author(s):  
Komal Nagar ◽  
Gurmeet Singh ◽  
Rabinder Singh
Keyword(s):  
Social Interaction ◽  
Underlying Mechanism ◽  
Mediating Effect ◽  
Mediating Role ◽  
Cross Cultural Study ◽  
Online Social Interaction ◽  
The Relationship ◽  
Moderating Role ◽  
Social Loneliness

The present study aims to explore the relationship between social loneliness and online interaction through WhatsApp addiction among a sample of Indian and Fijian respondents. Based on the responses of 202 Indian and 73 Fijian respondents, the present research study validated the mediating role of WhatsApp addiction, revealing that social loneliness increased the possibility of preferring to interact online through increased WhatsApp addiction. The empirical results showed that the underlying mechanism of social loneliness might indirectly influence consumers’ preference for online social interaction (POSI). The study further assessed the moderating role of culture in the association between social loneliness and POSI. Findings of the moderated mediation analysis demonstrated that, the association between loneliness and preference to socialize online differed, based on the identified cultural differences between Indian and Fijian groups.

How does renqing influence purchase intentions in the Chinese business-to-business context?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xun Zhang ◽  
Biao Xu ◽  
Jun Wu
Keyword(s):  
Positive Relationship ◽  
Purchase Intentions ◽  
Moderating Effect ◽  
Content Type ◽  
Mediating Role ◽  
Chinese Business ◽  
The Relationship ◽  
Business To Business ◽  
Positive Effect

Purpose This study aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese business-to-business (B2B) context. Design/methodology/approach Renqing in China has played an important role in business relationships and has been receiving increased attention in both practice and theory. However, little is known about whether it can influence purchase intentions in a rational B2B condition. This research aims to examine the relationship between renqing and purchase intentions and the mechanism of its impact in the Chinese B2B context. Based on a survey of 1,010 industry buyers from 468 Chinese downstream buyer companies, the empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of long-term orientation (LTO) for increasing purchase intentions. In addition, this study also finds that product involvement (PI) has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. The results highlight several implications for B2B companies that sell products to Chinese enterprises. Findings The empirical findings indicate a positive relationship between renqing and purchase intentions and the mediating role of LTO for increasing purchase intentions. In addition, this study also finds that PI has a negative moderating effect on the relationship between renqing and purchase intentions, which means that renqing has a big positive effect on purchase intentions in low PI conditions. Originality/value First of all, by answering the research question, this study shows that renqing has a positive effect on purchase intentions in Chinese B2B context. Second, this study elucidates the influence mechanism of renqing on purchase intention and identifies the mediating effect of LTO and the moderating effect of PI.

A Cross-Level Theoretical and Empirical Model of Positive Emotions, Leader Identification, and Leader–Member Exchange

2021 ◽  
Vol 20 (3) ◽  
pp. 124-135
Author(s):  
Chongrui Liu ◽  
Cong Wang ◽  
Yan Liu ◽  
Xuran Liu ◽  
Yuan Ni
Keyword(s):  
Positive Emotions ◽  
Leader Member Exchange ◽  
Mediating Role ◽  
Member Exchange ◽  
Leadership Context ◽  
Broaden And Build Theory ◽  
Mediating Factor ◽  
The Relationship ◽  
Moderating Role

Abstract. Although leader–member exchange (LMX) has been widely studied, knowledge about how followers influence the LMX process remains unknown. By integrating the broaden-and-build theory (BBT) with the emotion as social information (EASI) theory, we develop a follower-centric multilevel model to investigate how followers' positive emotions have an impact on LMX via the mediating role of leader identification and the moderating role of leaders' positive emotions. We conducted a survey with 319 Chinese employees from 67 teams. The results indicated that leader identification served as a mediating factor in the relationship between followers' positive emotions and LMX. The work unit leaders' positive emotions strengthened the relationship between leader identification and LMX and moderated the mediated relationship among followers' positive emotions, leader identification, and LMX. Altogether, our findings inform new knowledge in terms of how followers may influence the development of LMX. We also help to extend the BBT and the EASI theory to the leadership context.

Making an Impact Through Information Technology

2021 ◽  
Vol 3 (2) ◽  
pp. 14-23
Author(s):  
Mostafa Sayyadi Ghasabeh
Keyword(s):  
Information Technology ◽  
Transformational Leadership ◽  
Knowledge Management ◽  
Firm Performance ◽  
Positive Relationship ◽  
Review Of The Literature ◽  
Mediating Role ◽  
The Relationship ◽  
Role Of Information

This research contributes to the fields of knowledge management, transformational leadership, as well as information technology. This article presents the theoretical underpinnings of the framework together with a thorough review of the literature. This research indicates that there is a positive relationship between transformational leadership, knowledge management, and firm performance. The synthesis of the literature also lends support for the mediating role of information technology in the relationship between transformational leadership and knowledge management.

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