Attitudinal loyalty, behavioural loyalty and social media: An introspection

Hawkins, Kerrie; Vel, Prakash

doi:10.1362/146934713x13699019904605

Cited by 78 publications

(45 citation statements)

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“…As such, this study answers directly the call voiced by Hawkins and Vel [16] for more research on the impact of individual engagement in social media on loyalty generation. It also investigates how online attributes under the control of the cyber-merchant (website functional and relational attributes) and social networking sites where the firm has far less control, foster e-satisfaction and e-loyalty in the travel industry.…”

Section: Introductionsupporting

confidence: 52%

“…Thus, it is beneficial to look at the different determinants of cognitive and affective of loyalty to gain an understanding of their respective roles in achieving commitment to a brand. Moreover, Hawkins and Vel [16] indicates that: "a discussion on loyalty would not be complete without looking specifically at the influence of social media". They proposed that social media has also the potential to differently influence various facets of loyalty.…”

Section: Introductionmentioning

confidence: 99%

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The Roles of Website Characteristics and Social Network Communities in Developing Customer E-loyalty in the Online Travel Industry

Toufaily¹,

Legault²,

Ricard³

2016

J Tourism Hospit

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Internet and social network communities have become the essential channel for people looking for tourism information and online purchases or reservations. The academic community strive to better understand which factors influence online satisfaction and loyalty in the online travel industry. Many antecedents to e-satisfaction have been identified in the literature, namely functional and relational website characteristics.While many studies have assessed the influence of functional characteristics on esatisfaction such as usability and security, few research focused on the influence of social and human dimensions of the interface, called relational characteristics, especially in the online travel context. In fact, the relational features have been studied as a part of the optimization of the website interface and not from the logic of loyalty and brand-customer relationships. Moreover, there is a call in the literature for more research on the impact of individual engagement on social networks sites on loyalty generation. Thus, the objective of this study is to investigate how online attributes under the control of the cyber-merchant (website functional and relational attributes) and social networking sites where the firm has far less control, foster e-saisfaction and e-loyalty in the online travel industry. A self-administered survey was used and data were collected from university students who had shopped from an online travel company in the past year. By using SEM modelling, results show that usability, quality of support, and security/privacy positively impact e-satisfaction while e-satisfaction influences both cognitive and affective loyalty. Further analyses showed that personalization and online social network communities significantly influence both cognitive and affective loyalty while perceived social presence has a negative impact on cognitive loyalty. By understanding website drivers of online satisfaction and loyalty, this study contribute to help online travel companies develop strategies positioned to build long-term relationships, and thereby gain a competitive advantage.

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Section: Introductionsupporting

confidence: 52%

Section: Introductionmentioning

confidence: 99%

The Roles of Website Characteristics and Social Network Communities in Developing Customer E-loyalty in the Online Travel Industry

Toufaily¹,

Legault²,

Ricard³

2016

J Tourism Hospit

View full text Add to dashboard Cite

show abstract

“…Loyalty in particular has been widely studied in online marketing literature and later in social media (Hawkins & Vel, 2013). In this regard, loyalty in online settings has been defined as "the favorable attitude of consumers towards product/website/brand along with repeat purchase behavior" (Anderson & Srinivasan, 2003).…”

Section: Loyaltymentioning

confidence: 99%

Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers

Nadeem

Andreini

Salo

et al. 2015

International Journal of Information Management

174

113

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Consumers increasingly search for, evaluate, and buy items via social media and websites, but little is known about how these activities affect their level of trust, attitudes toward online retailing, and online shopping behaviors. Therefore, this study focuses on how online shopping via Facebook, peer recommendations, and website service quality affect consumer trust, attitudes and loyalty intentions in e-tailing. An online survey was conducted with Generation Y Italian consumers who used Facebook searches of various websites to shop for clothing online. Confirmatory factor analysis was used to validate the constructs, and structural equation modeling (SEM) was employed to test the hypotheses. Findings confirm that website service quality and consumers' predispositions to use Facebook for online shopping directly and positively affect consumer trust towards an e-tailer. In contrast, peer recommendations affect attitude directly rather than indirectly via trust. The results further indicate that peer recommendations have a significantly stronger influence on attitudes of females than they do on attitudes of males. Highlights:We study consumers' engagement online through websites and social networking sites and related peer recommendations.Data has been collected from Generation Y consumer segments who shop online.Online shopping via Facebook and website service quality has positive effect on trust.Peer recommendations have a significantly stronger influence on attitudes of females than they do on attitudes of males.Trust has a positive and significant effect on attitude towards e-tailer and loyalty intentions.

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“…Therefore, social media applications have been observed as one of the most efficient and influential implications that have been progressively engaged in most aspects of people's lives (i.e. social life, commercial life, business life, educational sector, political life) (Alalwan et al, 2016a;Algharabat et al, 2017;Abed et al, 2015;Hawkins and Vel, 2013;Hinz et al, 2011;Rathore et al, 2016;Usher et al, 2014;Zeng and Gerritsen, 2014;Zhu and Chen, 2015).…”

Section: Introductionmentioning

confidence: 99%

Social media in marketing: A review and analysis of the existing literature

Alalwan

Rana

Dwivedi

et al. 2017

Telematics and Informatics

826

421

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People worldwide are largely engaged and attached with the web 2.0 technology and Social media platforms. By the same token, businesses start looking at such technologies as effective mechanisms to interact more with their customers. Equally, the related issues of social media marketing have been also the focus of attention for academics and researchers to expand the current understanding about such phenomena over the marketing area. Accordingly, the main aim of this study is to systematically examine and review the current studies that have conducted over the related area of social media and marketing. By reviewing approximately 144 articles, the researchers were able to provide an overview of the main themes and trends covered by the relevant literature such as the role of social media on advertising, the electronic word of mouth, customers' relationship management, and firms' brands and performance. In this review, it has also studied the most common research approaches adopted to examine the related issues of social media marketing. Further discussion is also introduced followed by an explanation of the current review limitations and recommended directions to be examined by future studies.

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Attitudinal loyalty, behavioural loyalty and social media: An introspection

Cited by 78 publications

References 0 publications

The Roles of Website Characteristics and Social Network Communities in Developing Customer E-loyalty in the Online Travel Industry

The Roles of Website Characteristics and Social Network Communities in Developing Customer E-loyalty in the Online Travel Industry

Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers

Social media in marketing: A review and analysis of the existing literature

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