Building loyalty through perceived value in online shopping – does family life cycle stage matter?

Amirtha, Raman; Sivakumar, V.

doi:10.1080/02642069.2021.1960982

Cited by 10 publications

(2 citation statements)

References 140 publications

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“…One of the research objectives of this study was to generalize the findings of Wilkins et al. (2023) to diverse product categories, as consumer decision-making may vary considerably according to the product type (Amirtha and Sivakumar, 2022; Sinha and Verma, 2020). For example, while utilitarian products are intended to provide functional benefits, such as achieving specific tasks that are related to work or necessary activities in the individual's life (“have to” activities), the focus of hedonic services is on delivering fun, pleasure or entertainment (“want to” activities).…”

Section: Research Design and Hypothesesmentioning

confidence: 99%

Service contract type and consumer choice behavior: the contributory roles of perceived value, brand reputation and consumer incentives

Wilkins,

Ireland,

Hazzam

et al. 2024

MIP

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PurposeTo minimize customer churn, many service providers offer consumers the option of automatic contract renewal at the end of a contract period. Such agreements are known as rollover service contracts (RSCs). This research quantifies the effect of RSCs and other related factors, such as incentives, on consumers' service choice decisions.Design/methodology/approachThe study adopts choice-based conjoint analysis to assess the effect of RSCs on consumers' choices and to determine whether effect size varies when selecting a cell phone network or gym/leisure club provider, which represent lower-priced utilitarian and higher-priced hedonic services.FindingsIt was found that RSCs produce negative perceptions and intended behaviors for the majority of consumers across different product types. Nevertheless, as explained by social exchange theory, many individuals may be persuaded to enter into a RSC on the basis of reciprocity if they are offered an incentive such as a price discount or free product add-on.Originality/valueIn the marketing domain, this is the first comprehensive study to quantify the role of contract type among a range of other factors in consumers' decision-making when selecting a service. The authors' results offer context-specific implications for service marketers. First, RSCs are perceived more negatively in high-priced hedonistic categories, especially among those with lower incomes. Second, price discounts are more effective than product add-ons for motivating hedonic purchases, while product add-ons work better with utilitarian services.

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Section: Research Design and Hypothesesmentioning

confidence: 99%

Service contract type and consumer choice behavior: the contributory roles of perceived value, brand reputation and consumer incentives

Wilkins,

Ireland,

Hazzam

et al. 2024

MIP

View full text Add to dashboard Cite

show abstract

“…The most important factors affecting customer loyalty are customer satisfaction and service quality, both directly and indirectly. In addition, according to these, a strong relationship exists between loyalty and satisfaction for consumers who perceive high value [45,46]. How to build loyalty through perceived values has been explored, with a focus on WOM.…”

Section: Behaviour Has a Significant Impact On Loyaltymentioning

confidence: 99%

Personal and Emotional Values Embedded in Thai-Consumers’ Perceptions: Key Factors for the Sustainability of Traditional Confectionery Businesses

Yamaoka

Ochiai

2023

Sustainability

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The confectionery market in Thailand is being overpowered by Western confectioneries. This study proposes and verifies a model of the factors that define consumer behaviour towards traditional Thai confectioneries and consumer willingness to support them. In recent years, there has been a boom in posting various aspects of Thai youth culture, including confectionery, on social networking services (SNS), especially Instagram. In major Thai cities, such as Bangkok, stores are being built with ‘Insta-image’ in mind, strengthening the younger generation’s inclination towards Western confectionery. Under these circumstances, the share of traditional confectioneries, which have long been familiar to Thai people, is declining. Based on survey data collected from 400 consumers in Bangkok, we designed a model to analyse the antecedent factors for consumers’ purchase intention and support behaviour for Thai traditional confectioneries, such as the word-of-mouth (WOM) approach and repeated purchase. Structural equation modelling (SEM) was conducted on the dataset to examine the antecedent factors’ impact on purchase intention and supportive actions. The results revealed that four latent factors, as determining antecedents of purchase intentions, had a significant impact on purchase intentions, resulting in loyalty and word-of-mouth behaviour. Among the determining factors, personal feelings and attachment to traditional confectionery were found to have the greatest impact, surpassing subjective norms. To expand the fan base of Thai traditional confectioneries and to support their businesses, appealing to the value of traditional confectioneries, nostalgic value and long-held Thai personal feelings to support traditional confectionery was found to be an effective marketing strategy for corporates. Such efforts are also meaningful in terms of maintaining the diversity of food culture in the face of increasing Westernisation and a decrease in unique food ingredients and food culture. Furthermore, according to this analysis, willingness to purchase is strongly linked to purchasing behaviour, and the cultivation and securing of loyal customers and their WOM recommendations are important for developing a customer base in the market. WOM recommendations by consumers can activate communication among customers and companies in the market, strengthen the community and stimulate the dissemination of information about traditional confectioneries. This study is expected to be a useful and valuable resource for the development of marketing strategies to ensure the sustainability of traditional confectionery in the Thai sweets market.

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Examining the influence of multiple dimensions of authentic dining experiences

Kim

Song

2022

The Service Industries Journal

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Building loyalty through perceived value in online shopping – does family life cycle stage matter?

Cited by 10 publications

References 140 publications

Service contract type and consumer choice behavior: the contributory roles of perceived value, brand reputation and consumer incentives

Service contract type and consumer choice behavior: the contributory roles of perceived value, brand reputation and consumer incentives

Personal and Emotional Values Embedded in Thai-Consumers’ Perceptions: Key Factors for the Sustainability of Traditional Confectionery Businesses

Examining the influence of multiple dimensions of authentic dining experiences

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