...Jyh-Liang Guan; Tzong-Ru (Jiun-Shen) Lee; Carlos Ferro-Soto; Göran Svensson; Nils M. Høgevold Purpose This study aims to examine the role that satisfaction plays between positive alter egos (i.e. commitment and trust) and negative alter egos (i.e. conflict and opportunism) in buyer and seller...

... inappropriate financial products and falsely reporting ESG performance to consumers raise questions about ESG authenticity. This study looks at the framework of ESG management – ESG authenticity, satisfaction and word-of-mouth intention – in a financial context. Design/methodology/approach Data were...

...Pornpana Tangchua; Assadej Vanichchinchai Purpose This study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context. Design/methodology/approach A questionnaire was developed...

...Nayeon Kim; Woo-Hyuk Kim Purpose The purpose of this study is to investigate the relationships between Meta-commerce consumption value, consumer satisfaction and continuous usage intention in light of the moderating effects of involvement and consumer competency. Design/methodology/approach...

.../methodology/approach By leveraging data from 496 franchisees in South Korea, our investigation meticulously delineates the unique contributions of these bonding strategies in enhancing franchisee’s social and economic satisfaction, building trust in franchisors and fostering long-term orientation among...

...Dae Hui Lee Purpose The first purpose of this study is to identify the suitability of a framework that includes ADEPT (i.e. ambience, delivery, environment, product and technology) service quality constructs, distinct perceived value and customer satisfaction. The second purpose is to not only...

... a theoretical model investigating the effects of football-game socialisation, team interest, football interest and transaction satisfaction (stimuli) on fanship and cumulative satisfaction (organism), and subsequently, attitudinal loyalty and behavioural loyalty (response). National culture was a moderator...

... satisfaction. Further, customer loyalty facilitators, such as trust, commitment, and inertia, have been actively discussed in building long-term relationships between firms and their customers. Because establishing an iterative customer loyalty journey is the key to a marketing strategy, the purpose...

... the role of engagement between different types of trust and satisfaction toward shopping on C2C e-commerce. Design/methodology/approach A quantitative survey method was developed to test the antecedents and mediator of C2C customer satisfaction. A panel service was used to collect the dataset...

... investigates the influence of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour. Design/methodology/approach Data were collected via a survey answered by 793 fashion customers from India, and for data analysis, partial least square structural equation...

... on exhibition trust through general attendees' satisfaction. Design/methodology/approach Structural equation modeling was used to examine the causal relationships between the following factors: extended service quality, distinct perceived value, satisfaction and trust. Findings The structural...

... expectancy, facilitating conditions, social influence and hedonic motivation were all found to have a significant positive influence on perceived value. In addition, the results confirmed the positive impact of facilitating conditions on satisfaction. Both perceived value and satisfaction were also found...

...Jin Ho Yun; Philip J. Rosenberger, III; Kristi Sweeney Purpose The purpose of the paper is to contribute to the extant sport marketing literature by positing fan engagement, team brand image and cumulative fan satisfaction with the team as factors influencing attitudinal and behavioural soccer...

... differentiation and consumer choices have posted more challenges for customer retention. The purpose of this paper is to examine the relationships between transaction specific characteristics (i.e. food quality, service quality, atmosphere, convenience and price perception), customer satisfaction and customer...

...Sana S. Sabir Purpose Product design is a dynamic factor that triggers customers’ experiential value which eventually escalates their satisfaction. Therefore, the purpose of this paper is to examine the impact of product design dimensions on customer satisfaction with the mediating role of affect...

...Yi-Fen Liu; Jun-Fang Liao; Jacob Jou Purpose The purpose of this paper is to explore healthcare waiting time and the negative and positive effects (i.e. the dual effects) it has on outpatient satisfaction. Design/methodology/approach Self-administered surveys with 334 outpatients and follow-up...

...Cheng Lu Wang; Ying Jiang Purpose The purpose of this paper is to investigate how consumers’ affective goal pursuit influences the relationship between their affect and satisfaction in services. In particular, it examines when affect can directly influence satisfaction and when such an impact...

... delivery) on satisfaction through three factors of perceived value (i.e. emotional value, economic value and social value). Design/methodology/approach A confirmatory factor analysis was performed to determine key factors in exhibition service quality, perceived value and satisfaction. A structural...

... on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from...

...Weisheng Chiu; Heetae Cho Purpose The purpose of this paper is to investigate the influence of perceived brand leadership of an e-commerce website on satisfaction and repurchase intention. Moreover, the different roles of gender and age were explored in the proposed model. Design/methodology...