Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM

Tran, Gina A.; Strutton, David

doi:10.1016/j.jretconser.2019.03.009

Cited by 121 publications

(94 citation statements)

References 90 publications

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“…One such heuristic is satisfaction. Customer satisfaction is an antecedent of positive word of mouth or recommendation (Tran and Strutton 2020 ). Accordingly, we posit:…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

et al. 2021

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Graphic abstract Renewed interest in gender-sensitive studies focussing on fashion brands marketing communications across diverse cultures and generational cohorts of consumers has heightened the need for uniqueness when developing marketing strategies for fashion brands in both domestic and international markets. Following that, we surveyed 1,329 Sub-Saharan African female Instagram users to investigate the mediating role of consumer satisfaction concerning the relationships between perceived usefulness, enjoyment and intentions to follow and recommend brands’ Instagram accounts and their invariance across three generations. We tested hypotheses using the Partial-Least-Squares Structural Equation Modelling and conducted emotion and sentiment analyses. We found that satisfaction fully translates the positivity of usefulness and enjoyments into higher intention to follow and recommend amongst the female Instagram users surveyed. Usefulness effects on satisfaction are more intense amongst Generation X. However, Generation Z developed a stronger intention to follow. Generations Y and Z are more likely to recommend than Generation X based on a positive experience. Satisfaction is a stronger transmitter of usefulness indirect effects onto following intentions amongst Generation X than its descendants who express intention to recommend due to indirect enjoyment effects conveyed via satisfaction. Finally, sentiment and emotion analyses of the users’ comments were reported using a natural language-processing method.

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“…One such heuristic is satisfaction. Customer satisfaction is an antecedent of positive word of mouth or recommendation (Tran and Strutton 2020 ). Accordingly, we posit:…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

et al. 2021

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“…İşletme ile müşteri arasındaki uzun süreli ilişkilerin devamlılığı güvene bağlı olup (Morgan ve Hunt, 1994), müşterilerin duyduğu riski azaltmanın yanı sıra müşteri ilişkilerinin kurulması ve müşteri sadakatinin yaratılmasında da güven temel konudur (Doney ve Cannon 1997;Gounaris ve Venetis, 2002;Ghane vd., 2011;Hong ve Cho, 2011). Yapılan çalışmalar güvenin müşteri sadakati üzerinde doğrudan etkisi olduğunu göstermektedir (Srinivasan vd., 2002;Yap vd., 2012;Ranaweera ve Prabhu, 2003;Kim vd., 2009;Amin vd., 2013;Fang vd., 2014;Bilgihan, 2016;Tran ve Stratton, 2020; Alonso-Dos-Santos vd., 2020). Bununla birlikte yeni müşteriye ulaşma ve var olan müşterilerle ilişki geliştirmede de güven yaratma etkilidir (Hsu, 2007).…”

Section: Müşteri Güveni Ile Müşteri Tatmini Ve Müşteri Sadakati Arasındaki İlişkiunclassified

“…Yapılan araştırmalar (Tran ve Stratton, 2020) güvenin ağızdan ağıza iletişim üzerinde etkisi olduğunu doğrulamaktadır. Müşteriler ürüne ilişkin güven duyduklarında bunu çevreleri ile de paylaşmaktadırlar.…”

Section: Ağızdan Ağıza İletişim (Wom)unclassified

Sanal Bankacilik Müşteri̇ Asi̇stanlarina İli̇şki̇n Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Güveni̇, Müşteri̇ Tatmi̇ni̇ Ve Müşteri̇ Sadakati̇ne Etki̇si̇ Ve Ağizdan Ağiza İleti̇şi̇m

Eren¹

2021

PPAD

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The user and task-oriented virtual customer assistants offered by banks to their customers can perform many transactions, provide information, and give investment advice to customers through banks' digital platforms. The day-to-day increase in the number of customers experiencing virtual customer assistants necessitates questioning the quality of the service provided by banks. At this point, the aim of the study is to reveal the effects of the utilitarian and hedonic service quality dimensions of virtual customer assistants on customer trust, customer satisfaction, and customer loyalty, as well as to determine the effect of customer trust, customer satisfaction and customer loyalty on word-ofmouth communication. In line with this goal, the survey was applied in Turkey to 346 bank customers, experiencing virtual customer assistant, via convenience sampling and snowball sampling methods. Data were analyzed by the technique of structural equation model via the Smart PLS program. Research results show that the dimension of usefulness and entertainment, which is one of the service quality dimensions for the virtual banking customer assistant, has an impact on customer trust, customer satisfaction, and loyalty, and the dimension of being trend has an impact on customer trust. However, the research results show that trust in the virtual banking customer assistant positively affects customer satisfaction and loyalty regarding using virtual customer assistant. Since the application of virtual banking customer assistant is just a new service, the effect of word-of-mouth communication was also measured in the research, and it was seen that the trust and loyalty of customers towards this service had an impact on word-of-mouth communication. Also, that customers' experience of virtual assistants in the banking sector in Turkey is yet to be studied reveals the originality of this research.

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“…Applied to the study at hand, the servicescape attributes serve as the stimuli, which in turn influence the consumers' perceived conditions, generating diverse responses in the form of consumer behaviors and intentions. S-O-R theory has been used as a theoretical foundation to examine the impacts of various servicescapes (e.g., Bitner 1992;Roy et al 2019;Tran and Strutton 2020). Servicescape is the totality of the environment in which the service is delivered (Bitner 1992).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Fourth, this research takes place within a higher education context and across three different university servicescapes, thus addressing the need for more research on extended service experiences of longer durations and within non-commercial settings (e.g., Mari and Poggesi 2013). Finally, while servicescape studies have commonly used S-O-R as the theoretical underpinning for servicescape research (e.g., Bitner 1992;Roy et al 2019;Tran and Strutton 2020), as does this study, we also uniquely incorporate accessibility-diagnosticity theory because of Feldman and Lynch's (1988) work that suggests consumers' evaluations are the result of easily accessible information deemed relevant to the judgment. Consequently, and as discussed in detail later, accessibility-diagnosticity theory appears applicable to consumer evaluations of servicescapes.…”

Section: Introductionmentioning

confidence: 99%

Word-of-mouth, servicescapes and the impact on brand effects

2020

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This paper empirically tests a framework integrating servicescape satisfaction, word-of-mouth (WOM), brand image, brand love, engagement, and consumer loyalty intentions. Survey data within a noncommercial context were electronically collected from three large universities in the United States. Structural equation modeling was used to analyze the data. The findings reveal that positive WOM valence enhances servicescape satisfaction and WOM credibility positively moderates this relationship. Servicescape satisfaction directly affects brand image and brand love, as well as indirectly through the mediating mechanism of servicescape engagement. Brand image was also found to directly affect brand love. In turn, brand image and brand love yield a greater likelihood of consumer loyalty intentions including recommendation and monetary donations. Managers on a quest to achieve brand love need to place an increased focus on managing servicescape experiences. Managers must not become complacent when customer have been retained over the years. They must still monitor and respond to WOM communications and continue to find new ways to engage customers to enhance brand image and brand love. Finally, managers must recognize that servicescapes are the "packaging" that prepares consumers for the level of quality and value of the service.

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Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM

Cited by 121 publications

References 90 publications

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

A generational investigation and sentiment and emotion analyses of female fashion brand users on Instagram in Sub-Saharan Africa

Sanal Bankacilik Müşteri̇ Asi̇stanlarina İli̇şki̇n Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Güveni̇, Müşteri̇ Tatmi̇ni̇ Ve Müşteri̇ Sadakati̇ne Etki̇si̇ Ve Ağizdan Ağiza İleti̇şi̇m

Word-of-mouth, servicescapes and the impact on brand effects

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