... firm outcomes, such as customer loyalty, word-of-mouth (WOM) communication or retailer equity. Design/methodology/approach A conceptual model was developed, and data was collected through an online survey from 866 customers of a large supermarket chain in Chile. Hypotheses were tested...

... facets of customer engagement: customer influencer behavior, knowledge behavior, referral behavior and purchase behavior. Furthermore, its (in)direct influence on affective attitude, price perception and loyalty is investigated. Two studies were conducted. First, an experimental scenario design...

... to identify the functional and emotional benefits of third places by exploring the applicability of Rosenbaum’s (2006) proposed types of consumer loyalty arising from patronizing them. This study focuses on fashion-retail environments to examine third-place qualities, a sector and phenomenon that has...

... a positive contribution to any form of loyalty, behavioural or attitudinal (Chaudhuri and Holbrook, 2001 ; Cronin et al., 2000 ; Ravald and Grönroos, 1996 ; Verhoef and Lemon, 2013 ; Zeithaml, 1988). Methodologically, this relationship between value and loyalty has been expressed in the past 20...

...Carla Martins; Lia Patrício Purpose The purpose of this study is to contribute to a better understanding of the antecedents and consequences of loyalty to consumer networks hosted by companies in the scope of social networking sites (SNS). These company social networks (CSNs) have traditionally...

...’ emotional competence on rapport, trust and loyalty toward the service employee and the company. Design/methodology/approach The empirical context to validate the proposed theory is the fitness realm. The sample comprises 296 clients from fitness personal training services. Data collection was carried...

... on 29 main codes to develop a framework on the value offerings of third-place value and its consumer-centric effect on seniors’ loyalty and social capital. The themes under social capital and loyalty contributed to a better understanding of how consumers engage with each other in social clubs...

...Antonia Estrella-Ramón Purpose This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider. Design/methodology/approach This study...

...Maria-Eugenia Ruiz-Molina; Irene Gil-Saura; David Servera-Francés Purpose This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in these relations. Design/methodology/approach...

... in customer loyalty, positive word of mouth and other desired outcomes for managers and marketers. This paper provides a framework for future research into these emerging topics. Managing the customer experience, defined simply as “creating a strong customer experience” (Lemon and Verhoef, 2016 , p. 69...

... review, theoretical scrutiny and critical reflections on the findings of the research studies over the past two decades that deal with customer satisfaction, loyalty and switching behaviors, with particular emphasis on service businesses. 24 07 2016 24 07 2016 24 07 2016 ©...

... (entertainment, aesthetics, ethics and spirituality as relaxation), based on Holbrook’s (1999) value typology, and a casual model to be used to measure the relationships between these four values and overall perceived value, satisfaction and loyalty. The model is tested with PLS on a sample of 585 hotel guests...

...Lerzan Aksoy; Jens Hogreve; Bart Lariviere; Andrea Ordanini; Chiara Orsingher Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design...

.../methodology/approach – Developing a relevancy/scope typology framework, this paper then examines the relationships between social issues preference, engagement and loyalty. The models were estimated to assess the role engagement played in the relationship between CSR issue preference and loyalty. The sample...

.... Practical implications – The findings of this study can assist scholars in creating more informative CSR-based loyalty models that take into consideration new variables (satisfaction and type of company) and better approaches to the conceptualization of CSR image (e.g. the formative approach...

... will do his or her best for the patient. The authors also report that the physician will be considered the patient’s “guardian” and should ensure that the best treatment will be provided. © Emerald Group Publishing Limited 2015 Healthcare Customer loyalty Service marketing Trust Loyalty...

...Bang Nguyen; Philipp “Phil” Klaus; Lyndon Simkin Purpose – The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the moderating...

...Shalom Levy Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience...

...) to investigate corporate brand equity resulting from service quality, customer satisfaction and customer loyalty towards the 3PL. Design/methodology/approach – A conceptual model was developed from the literature and tested with Finnish industrial firms using an online survey. Data were analysed using...

... dimensions on festival attendees' vividity of memory and loyalty. Design/methodology/approach – Data were collected from online surveys completed by 338 attendees of VEISHEA festival. This study employed confirmatory factor analysis, regression analysis, and structural equation modeling to achieve its...