A new model to support the personalised management of a quality e‐commerce service

Giannì, Giovanni; Franceschini, Fiorenzo

doi:10.1108/09564230310478855

Cited by 11 publications

(4 citation statements)

References 38 publications

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“…The term "fidelity" has been referred to loosely in the marketing literature, mostly being discussed to as a proxy label for (or closely related to) behavioural loyalty and purchase intentions (e.g., Giannì and Franceschini, 2003;Jones and Taylor, 2007;Ryan et al, 1999) and largely lacking in definition. Of the few researchers, who attempt to define fidelity in the consumer context, there is little agreement over its definition and, subsequent, operationalization.…”

Section: Brand Fidelity: Definedmentioning

confidence: 99%

Brand fidelity: a relationship maintenance perspective

2018

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An in-depth literature review associated with consumer/brand research provides the foundation for this paper through explicating the evolution of this important research stream. The literature findings highlight significant challenges in the conceptualisation and measurement of key consumer-related constructs such as brand loyalty, brand commitment and brand love. Drawing upon these findings, the authors propose that relationship maintenance mechanisms (i.e. cognitive and behavioural) provide the key to measurement and prediction of consumer/brand relationship strength. On this basis, this paper offers brand fidelity as a novel approach in understanding how consumers demonstrate their love and commitment for the brand through engaging, subconsciously or otherwise, in relationship maintenance cognitions and behaviours. Defined as the consumer's faithfulness to a brand partner demonstrated by an aggregate of behaviours (i.e. accommodation/forgiveness, willingness to sacrifice) and cognitions (i.e. derogation of alternatives, cognitive interdependence and positive illusions) that maintain relationship stability and durability, brand fidelity provides a solid foundation for future research offering significant value to academics and brand practitioners alike.

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Section: Brand Fidelity: Definedmentioning

confidence: 99%

Brand fidelity: a relationship maintenance perspective

2018

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“…The first publication found in the search was Smith (1994), who analysed the behaviour of complex service systems. After the millennium, the situation began to change, with studies on Internet services appearing such as Kuo (2003) on the service quality of virtual community websites, Giannì and Franceschini (2003) on electronic commerce services, Feinberg and Kadam's (2002) By the maturity stage, studies on electronic tourism became relatively extensive, with 24, 42 and 24 articles respectively containing the terms "internet", "online" and "technology" in their titles. There were diversified studies in areas such as internet banking (Santouridis et al, 2009), website quality (Liang and Chen, 2009), online travel reviews (Browning et al, 2013), internet complaint forum (Lee and Hu, 2004) and travel blogs (Bing et al, 2007).…”

Section: Electronic Tourismmentioning

confidence: 99%

Literature review on service quality in hospitality and tourism (1984-2014)

Lai

Hitchcock

Yang

et al. 2018

IJCHM

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Purpose -The purpose of this study is to examine the development of service quality research in hospitality and tourism from 1984 to 2014, to identify research gaps, and to suggest directions for future research.Design/methodology/approach -This review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes. The second research step involved an online literature search covering 2,211 academic journal articles to obtain basic information for planning an additional content investigation concerning the research themes. The final step was to investigate the content of the articles published in top-tier journals or frequently cited ones in three different stages (in order to explore potential research topics.Finding -The study identifies 17 research themes that comprise two main research themes, seven sub-stems, six outer-leaves, and two little-leaves. The developments of service quality research in each theme are explored. The role of each theme in service quality study is revealed. Finally, this study identifies research opportunities for service quality research within each theme.Practical implications -This study demonstrates how to use PFNET to effectively perform a systematic literature review. By referring to previous publications reviewed in this study, researchers can contribute by extending existing theories in their further research on the seventeen themes.Originality/value -This study contributes a systematic literature review method by applying an online PFNET approach, provides a well-researched list of references for

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“…The concept of service quality in online contexts has received most attention from academic researchers and business practitioners, with a variety of authors examining the concept (e.g., Collier and Bienstock, 2006;Parasuraman et al, 2005;Tsikriktsis, 2002;Trocchia and Janda, 2003;Yang and Fang, 2004;Gianni and Franceschini, 2003;Janda et al, 2002).…”

Section: Online Service Evaluationsmentioning

confidence: 99%

The role of product involvement in e-service evaluations

Wang

Gudergan

Lings

2008

IJEMR

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This paper provides conceptual and empirical insights into consumers' evaluations of online services and their consequent behavioural intentions. We show that behavioural intentions in online contexts are driven primarily by two factors, namely online service satisfaction and perceived service quality. Perceived sacrifice and service quality are found to have an indirect effect on online service satisfaction through their influences on perceived value associated with the online service. In addition, we examine the moderating effects of product involvement and discuss the implications of our research findings.

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A new model to support the personalised management of a quality e‐commerce service

Cited by 11 publications

References 38 publications

Brand fidelity: a relationship maintenance perspective

Brand fidelity: a relationship maintenance perspective

Literature review on service quality in hospitality and tourism (1984-2014)

The role of product involvement in e-service evaluations

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