...Chia-Lin Hsu; Li-Chen Yu; Wei-Feng Tung; Kwen-Wan Chen Purpose This study broadens the understanding of how omnichannel service convenience, shopping value and channel congruence affect customer perceived trust and satisfaction and, in turn, affect selection intention after an omnichannel shopping...

... nomological validity by showing its positive influence on retail reputation, retail quality and satisfaction. However, it does not directly affect patronage but has an indirect influence through retail quality and satisfaction. Also, the authors conclude that retail quality and satisfaction are consequences...

... of retail crowding on customer relationship management (CRM). This research aims to understand the underlying processes driving the effect, and it explores potential moderators that may mitigate the negative effects on consumer satisfaction. Design/methodology/approach This research employs a meta...

... hypothesizes that relationship quality is a multidimensional construct consisting of trust, satisfaction, commitment and perceived value. Relationship quality is posited to influence word-of-mouth, and this relationship is mediated by the repurchase intention. Loyalty program is expected to moderate...

...Tapas Ranjan Moharana; Debasis Pradhan Purpose The purpose of this paper is to compare two competing models denoting two dimensions (hedonic and utilitarian) and three dimensions (hedonic, utilitarian and social) of the construct “value” and investigates their relative influence on satisfaction...

...Marco Tulio Zanini; Fernando Filardi; Fábio Villaça; Carmen Migueles; Aline Menezes Melo Purpose The purpose of this paper is to identify the attributes of shopping streets and shopping malls that influence the satisfaction and patronage intention of low-income consumers in order to understand...

...Antonio Carrizo Moreira; Pedro Miguel Silva; Victor F. Moutinho Purpose The purpose of this paper is to identify and compare different groups of customers’ perceptions (i.e. stayers, switchers, and heavy switchers) of several loyalty antecedents such as satisfaction, trust, service quality...

...Dr Ming Lim, Dr Joana Cesar Machado and Dr Oriol Iglesias; Galina Biedenbach; Maria Bengtsson; Agneta Marell Purpose – The purpose of this paper is to investigate the effects of satisfaction and switching costs on the development of brand equity in the business-to-business (B2B) setting...

...Veljko Marinkovic; Vladimir Senic; Danijela Ivkov; Darko Dimitrovski; Marija Bjelic Purpose – The purpose of this paper is to identify the antecedents of satisfaction and revisit intentions for full-service restaurants. The economic crisis is known to have had a deep impact on consumer behavior...

...Margaret Anne Craig‐Lees; Jennifer Harris; Amalia E. Maulana Purpose This paper aims to examine factors that influence repeat visits to non‐transactional web sites. Drawing on repurchase and continuance research, this study identifies four focal constructs: site commitment, satisfaction, social...