Customer perceived value, satisfaction, and loyalty: the role of willingness to share information

Leppäniemi, Matti; Karjaluoto, Heikki; Saarijärvi, Hannu

doi:10.1080/09593969.2016.1251482

Cited by 49 publications

(46 citation statements)

References 133 publications

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“…Indeed, a number of studies have confirmed that there is a positive relationship between satisfaction and intention to recommend [13,105]. Leppäniemi et al [69] demonstrated that satisfaction influences recommend intention in a retailing context. Shaikh and Karjaluoto [93] suggested that satisfaction with mobile banking has a positive impact on intention to recommend.…”

Section: Satisfactionmentioning

confidence: 99%

Mobile application user behavior in the developing countries: A survey in Iran

Hajiheydari

Ashkani

2018

Information Systems

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Behavior of technology users is among the major topics Information Systems (IS), which has been widely researched covering a notable number of variables influencing technology acceptance. These influential variables include elements pertaining to information technology (e.g. service quality and output quality), psychology (e.g. technology anxiety and resistance to change), and sociology (e.g. social effects and social states) [115]. Based on various technology acceptance models, different variables may influence the user behavior, such as accepting, using, and recommending the technology. Technology Acceptance Model (TAM) is broadly used in various technological fields [1,104]. In TAM, user perception includes perceived usefulness and perceived ease of use as two key variables for discovering the user behavior. The theoretical framework of this study is based on TPB (Theory of Perceived Behavior), TAM and some other related behavioral and system theories such as IS Success Model and Social Cognitive Theory. Assessment of factors influencing users' behavior would shed light on promotion of mobile applications; subsequently, this research concentrates on the factors that directly or indirectly play roles in predicting their behavior when using mobile applications. Generally, these influential factors are of two types: personal assessment of the effectiveness of the presented behaviors, i.e., response efficacy, and the perceived ability for performing the task, self-efficacy. On the other side, system quality, information quality, and service quality will be considered as independent factors influencing the users' perception. Furthermore, this study intends to propose a comprehensive model for investigating the "adoption intention" of and "intention to recommend" a mobile application by taking into account the following items: attitude, trust, perceived behavioral control, flow and satisfaction. Although there are various related studies on the adoption intention of technologies, this study aims to investigate all potential factors playing role directly or indirectly in the behavior of mobile application users as an instance Mobile application user behavior in the developing countries: A survey in Iran Nastaran Hajiheydari a, b, ⁎

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Section: Satisfactionmentioning

confidence: 99%

Mobile application user behavior in the developing countries: A survey in Iran

Hajiheydari

Ashkani

2018

Information Systems

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“…Scholars noted that customer satisfaction is the antecedent of brand loyalty (Caruana, 2002;Leppäniemi et al, 2016;Suhartanto & Triyuni, 2016). These studies indicate that satisfied customers repurchase offered products or services.…”

Section: Introductionmentioning

confidence: 99%

Effects of Brand Experience on Brand Loyalty in Indonesian Casual Dining Restaurant: Roles of Customer Satisfaction and Brand of Origin

Hussein

2018

Tour. hosp. manag.

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Purpose -this study aims to scrutinize direct and indirect effects of brand experience on brand loyalty and to investigate the moderating effect of brand of origin in the context of Indonesian casual dining restaurant. Design -this paper analyzed the direct effect of brand experience on brand loyalty and also the indirect effect through customer satisfaction. This study inserted the notion of brand of origin as a variable moderating the effect of brand experience on customer satisfaction and brand loyalty. Methodology -covariance based SEM was used to analyse the data. The robustness of measurements was evaluated by confirmatory factor analysis. Sobel's test was employed to test the indirect effect and multigroup analysis was used to investigate the moderating effect of brand of origin. Findings -brand experience was found to have positive direct effects on both customers' satisfaction and brand loyalty. This study confirmed the indircct effect of brand experience on brand loyalty through customer satisfaction. However, multigroup analyzis did not find the moderating effect in brand of origin. Originality -this study highlights the direct effect of brand experience on brand loyalty. In addition, this study confirmed that customer satisfaction plays an important role in mediating the effect of brand experience on brand loyalty.

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“…Perceived value is also a key driver of WSI in non-online markets and WSI has in turn a strong effect on customer loyalty. However, it has at best a weak effect on share of wallet (Leppäniemi et al 2017). In addition, WSI decreases as the number of recipients increases, whereas social distance and the amount of information disclosed have no impact.…”

Section: Willingness To Share Personal Informationmentioning

confidence: 94%

Self-Assessment of Driving Style and the Willingness to Share Personal Information

Pugnetti

Elmer²

2020

JRFM

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The availability of better behavioral information about their customer portfolios holds the promise for different and more accurate pricing models for insurers. Changes in pricing, however, are always fraught with danger for insurers, as they enter long-term commitments with incomplete historical information. On the other hand, sharing personal information is still viewed with skepticism by consumers. Which type of personal information are consumers willing to share with insurers, and for what purpose? How would they like to be rewarded for this openness? For insurers, how will the transition shift their risk portfolios? This paper addresses these questions for auto insurance, particularly how the self-assessment of one’s driving style impacts this dynamic. In a survey of approximately 900 Swiss residents, we found that offering a compensation, especially premium discounts, but also services, significantly improves willingness to share information. Higher trust in insurance increases sharing. Women and younger people are more willing to share information. On the other hand, customers are less willing to disclose, to insurers, information not traditionally associated with insurance. The self-assessment of driving style also plays a significant role. More risk-averse driving styles are correlated with higher sharing. Conversely, riskier driving styles are correlated with lower sharing. This result is significant for insurers, as new data-driven pricing and services models should tend to attract less risky customer portfolios.

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Customer perceived value, satisfaction, and loyalty: the role of willingness to share information

Cited by 49 publications

References 133 publications

Mobile application user behavior in the developing countries: A survey in Iran

Mobile application user behavior in the developing countries: A survey in Iran

Effects of Brand Experience on Brand Loyalty in Indonesian Casual Dining Restaurant: Roles of Customer Satisfaction and Brand of Origin

Self-Assessment of Driving Style and the Willingness to Share Personal Information

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