Adjusted expectations, satisfaction and loyalty development

Rufín, Ramón; Medina, Cayetano; Rey, Manuel

doi:10.1080/02642069.2011.594874

Cited by 28 publications

(20 citation statements)

References 64 publications

(101 reference statements)

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“…Loyalty intentions, in turn, have been regarded as a consequence of satisfaction (Oliver et al, 1997;Rufín et al, 2012;Lin and Lin, 2011;Ha and Im, 2012). Thus, the following paths are included in the model (Figure 1): .…”

Section: Satisfaction and Loyalty Intentionsmentioning

confidence: 99%

Who needs delight?

Loureiro

Miranda²,

Breazeale³

2014

Journal of Service Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than the often studied and more elusive customer delight. Herzberg's two-factor theory is used to explain why the frequent nature of grocery shopping, a primarily utilitarian experience, might introduce considerations that have not yet been addressed in the study of delight. Design/methodology/approach -A survey is administered to a quota sample of Portuguese supermarket shoppers via phone, using a CATI system. Findings -Research findings suggest that perceived value, trust, and satisfaction have a greater impact on behavioural outcomes than customer delight in the grocery shopping setting. In such a setting, cognitive drivers may be even more important for customers who are primarily concerned with hygiene factors (rather than motivators). Research limitations/implications -Retailers are encouraged to focus on the more mundane factors that influence consumers' perceptions of value and trust rather than trying to invest in the substantial resources required to continually delight consumers. Future research may explore other determinants of loyalty intentions and test the extended model in different service sectors, cultural contexts and countries. Originality/value -This study applies Oliver et al.'s consumer delight model in a utilitarian, frequent-use setting, finding previously undiscovered limitations to its validity.

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Section: Satisfaction and Loyalty Intentionsmentioning

confidence: 99%

Who needs delight?

Loureiro

Miranda²,

Breazeale³

2014

Journal of Service Management

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“…Con base en Olague y Treviño (2013) tales parámetros han sido adaptados en investigaciones realizadas en diversos países y regiones, perfeccionando su análisis a través de la implementación de técnicas como regresión múltiple, estudio comparativo, análisis factorial, regresión lineal o componentes principales, por mencionar algunos: Battour et al, (2012), Ben et al, (2012), Li et al, (2012), Rufín et al, (2012), Ozdemir et al, (2012), Cong (2016), Yuang et al, (2018), Martin et al, (2019).…”

Section: Revisión De Literaturaunclassified

Satisfacción del visitante a partir de los atributos de pueblos mágicos del noroeste mexicano

Olmos-Martínez

Almendarez-Hernández²,

Pérez³

2021

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El objetivo es estimar los determinantes del nivel de satisfacción del visitante a partir de atributos en cuatro Pueblos Mágicos (PM) ubicados en la región noroeste de México, Todos Santos y Loreto de Baja California Sur (BCS), El Rosario y Cosalá de Sinaloa. Método: Se adaptó el Modelo de Satisfacción del Turista (MST) de la Secretaría de Turismo de México (SECTUR) y se apoya en la estimación de un modelo Probit bivariado como el enfoque econométrico adecuado para modelar conjuntamente la satisfacción general y la satisfacción de cada atributo a partir de la aplicación de 384 encuestas. Resultados: De acuerdo a la MST el índice de satisfacción de El Rosario es de 7.6, Cosalá de 8.5, Loreto de 8.5 y Todos Santos 8.4. Las variables independientes que conforman los bloques del perfil del turista, los motivos del viaje, experiencia de los servicios, percepción de los servicios y estadía y gasto fueron predictores significativos para los dos tipos de satisfacción. Conclusiones: Los visitantes acuden a PM para pasar el tiempo con fines de esparcimiento, tranquilidad y conocimiento de los lugares por ser atractivos naturales y turísticos. Los sitios estudiados tienen diversas áreas de oportunidad en aspectos como la seguridad, transporte y servicios de recreación. Asimismo, no necesariamente los sitios con mayor afluencia son aquellos donde se evalúa mejor los atributos analizados.

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“…Loyalty appears as the result of an individual's expectations about service consumption on the behavior models. Expectations contribute to users' loyalty both directly and indirectly (Rufín et al, 2012). In loyalty development, cognitive-affective dimension is the common way to explain (Oliver, 2000).…”

Section: Behavioral Routes To Loyaltymentioning

confidence: 99%

Behavioral routes to loyalty across gender on m-banking usage

Windasari

Albashrawi

2020

RIBS

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Purpose Despite merely comparing constructs on male vs female, this study aims to explore how customer usage behavior to loyalty journey is generated by both service providers and the individual factors. Design/methodology/approach The authors survey 516 m-banking customers and test the hypotheses using partial least squares structural equation modeling. Structural equation modeling analysis was used because of its capability to handle several exogenous and endogenous variables. All variables were adapted from established constructs in information systems literature. Findings The results show different routes of loyalty between male vs female. Males emphasize system and information qualities to shape expectancies as well as facilitating conditions that in turn affect males’ loyalty. While in females, service quality plays a big role in shaping their satisfaction, and in turn affects female customer loyalty. Originality/value The study of gender and technology usage has been growing since decades. With higher technological advancement, people always demand for higher service experience and customer behavior evolves accordingly. Although earlier studies on technology adoption models have received considerable empirical validation, most of the studies did not consider different routes across gender.

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Adjusted expectations, satisfaction and loyalty development

Cited by 28 publications

References 64 publications

Who needs delight?

Who needs delight?

Satisfacción del visitante a partir de los atributos de pueblos mágicos del noroeste mexicano

Behavioral routes to loyalty across gender on m-banking usage

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