Creating Value from Brands and Customers

Pearson, Stewart

doi:10.1007/978-1-349-13771-8_4

Cited by 8 publications

(9 citation statements)

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“…The above finding is a corollary to the pronouncements of Torres and Kline (2013), which purports that customer delight must create a positive emotional reaction leading to word of mouth. Likewise, Pearson (2016) exemplified this as an effective way of informing customers, making the firm's products and services distinguishable from its competitors, and making its sales much more profitable. Hirschman and Holbrook (2012) also claimed that the strategy of providing only practical benefits will prove deficient in today's product and service environment, thus the need to effectively promote what the firms have in store for the customers -ranging from effective customer service to make the customers' experience worth the visit.…”

Section: Underlying Factors That Characterize Customer Delight In a R...mentioning

confidence: 99%

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Underlying dimension of customer delight in the restaurant industry: An exploratory factor analysis

Hubay¹,

Manos²,

Murcia³

et al. 2023

Int. j. adv. appl. sci.

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This study was conducted to develop a customer delight framework for a restaurant in Davao City. The study comprises the following: 1) profile of the respondents; 2) customer delight factors as perceived by the respondents; and 3) underlying factors that characterize customer delight in a restaurant. The study was exploratory and used both qualitative and quantitative approaches; thus, a sequential mixed-method research design was necessary. The study was conducted using primary data. Focus group discussions were first initiated involving six regular diners and another six restaurant employees. A systematic sampling technique in choosing the respondents was applied in the survey phase. A total of 225 diners participated in the study. Results were processed through frequency count and percentages, weighted mean, and exploratory factor analysis. Additionally, predetermined dimensions of customer delight were presented to check the respondent perception of customer delight in the context of a restaurant in Davao City. The result revealed that diners were highly delighted regarding the value-for-money experience, branding, location, ambiance, menu, service quality, food quality, and responsiveness. Five factors were extracted from the 40 items submitted for exploratory factor analysis. However, one factor was excluded from the factor structure identifications due to item isolation issues. The four factors that characterize customer delight in Davao City are product and service quality, marketing strategy, customer focus, and differentiation.

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Section: Underlying Factors That Characterize Customer Delight In a R...mentioning

confidence: 99%

“…This emotional reaction leads to word of mouth. Customer delight directly affects a company's sales and profitability as it helps distinguish the company and its products and services from the competition (Pearson, 2016). Customer delight has shown a stronger relationship to essential outcomes than satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Underlying dimension of customer delight in the restaurant industry: An exploratory factor analysis

Hubay¹,

Manos²,

Murcia³

et al. 2023

Int. j. adv. appl. sci.

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“…Revisit intention is affected by satisfaction (Bigne et al, 2001;LaBarbera and Mazursky, 1983). Pearson (1996) defines recommendation intention and intention to share experiences as the idea that consumers with positive attitudes commit to recommend products or services to others. Recommendation, which is expressed as a form of communication that takes place outside the control of businesses (Goyette et al, 2010), has been the subject of research, especially in studies related to tourism.…”

Section: Experiential Satisfaction and Behavioral Intentionsmentioning

confidence: 99%

Theme park hotel experience, experiential satisfaction and behavioral intention: examination of visitors' experiences

Akel

Çakır

2022

JHTI

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PurposeThis research uses the experience economy theory and tourism experiences to explore how different types of experiences in theme parks influence visitors' experiential satisfaction and behavioral intention.Design/methodology/approachThe data were collected from visitors of different nationalities at a theme park hotel. The R program and JASP were used to analyze the data of the multinational sampling. JASP was used for the structural equation modeling (SEM) and the R program for the analysis of the measurement invariance.FindingsThe results highlight the existence of different visitor behavior in the experience economy, tourism experience and experiential satisfaction among visitors of several nationalities. However, the results highlight the existence of common visitor behavior on behavioral intention among visitors of these nationalities. This study reveals that visitors of different nationalities can have both diverse experiential and cultural motivations.Practical implicationsThe results show that managers should apply a plan and strategy according to the differences between the nationalities. By examining visitors from different nationalities, the study was allowed to be interpreted from a wider perspective in terms of academia and industry.Originality/valueThis study makes a difference in the literature in terms of focusing on cross-national differences by examining the experiences of visitors from different nationalities by using experience economy theory and tourism experience elements in the same research model.

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“…(Tarokh & Sheykhan, 2015). Setiawan and Sayuti (2017) reviewed the definition given by Pearson (1996) in which CL is ‘the mindset of customers who hold a favorable attitude toward the company, is committed’. Harrison-Walker (2001) (as cited in Li & Zhan, 2011) defined WOM as a phrase, which is ‘informal, person-to-person communication non-commercialized communicator and a receiver regarding a brand, a product, an organization, or a service’ (p. 239).…”

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

Antecedents of Customer Loyalty and Word of Mouth: A Study on Consumer Durables in Emerging Economies

Upamannyu

Rajput

Bhakar

2021

FIIB Business Review

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In the era of Marketing 4.0, where customers and companies interact online as well as offline, an immense need to understand the actions and reactions of a potential customer is generated. The expectation of the customer is sure to rise in the time ahead. There are challenges for organizations to prove their sustainability with all this. Among all challenges, developing loyalty among customers remains foremost, keeping into consideration the supremacy of customer loyalty (CL) in influencing other customers by using word of mouth (WOM). Organizations strategically use many tools to maintain a positive WOM and its image, that is, corporate image (CI) and brand image (BI) lead the confrontation. This article reveals that people are very rational while buying durables. The customer evaluates the CI and BI differently to buy high-priced and low-priced electronic products, which is a price-sensitive industry. The finding indicates that CI and BI have a significant impact on CL and WOM in the case of both high-priced and low-priced products, with a strong distinction in their intensity. Organizations must understand the presence of variation, as a loyal customer is the right source of positive WOM. Furthermore, the contribution of gender towards CL, BI and WOM is not seen, but is present in CI. Thus, the study provides new phenomena for using CI and BI as marketing tools to improve CL and WOM.

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Creating Value from Brands and Customers

Cited by 8 publications

References 0 publications

Underlying dimension of customer delight in the restaurant industry: An exploratory factor analysis

Underlying dimension of customer delight in the restaurant industry: An exploratory factor analysis

Theme park hotel experience, experiential satisfaction and behavioral intention: examination of visitors' experiences

Antecedents of Customer Loyalty and Word of Mouth: A Study on Consumer Durables in Emerging Economies

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