Does Customer Knowledge Affect How Loyalty is Formed?

Chiou, Jyh‐Shen; Dröge, Cornelia; Hanvanich, Sangphet

doi:10.1177/109467002237494

Cited by 227 publications

(203 citation statements)

References 52 publications

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“…The two dimensions of proactive improvement are discriminant at p < 0.001. Additionally, although the correlation of the two constructs is 0.89, the confidence interval around this correlation never includes 1, which provides strong indication for discriminant validity between the constructs (Anderson and Gerbing 1988;Smith and Barclay 1997;Chiou et al, 2002). Further, only very minor crossloadings among the items and the error terms of the proactive cost improvement scale and the proactive performance improvement scale, and vice versa, could be observed.…”

Section: Scale Differentiationmentioning

confidence: 94%

Developing a Scale for Proactive Improvement Within Logistics Outsourcing Relationships

Wallenburg¹,

Knemeyer²,

Goldsby³

et al. 2010

The International Journal of Logistics Management

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Purpose -The purpose of this paper is to establish a scale for the measurement of proactive improvement, in general, and then more specifically in terms of cost-and service-focused improvement in logistics outsourcing arrangements. Design/methodology/approach -Upon completing a review of the literature, scale development is completed in five phases. The first two phases focus on item generation and qualitative validation. The third phase (quantitative pilot testing) involves a sample of 220 logistics managers in Germany. The fourth phase replicates these findings with a sample of 250 US logistics managers. The final phase differentiates the general scale tested and replicated in the previous two phases by assessing the merit of cost-and service-focused scales adapted from the general scale among a separate sample of 298 logistics managers in Germany. Findings -After eliminating one measurement item, the German and US samples provide support for a four-item scale to measure general proactive improvement. Subsequent analysis with a separate sample finds strong support for scales that are adapted to capture the distinct aspects of cost-and service-focused improvement. Research limitations/implications -Research indicates that one of the key differentiators in the success of logistics outsourcing relationships is the service provider's ability to achieve proactive improvement, or customer-oriented ex post adaptations that benefit the customer after the relationship's formation. Little empirical research has been conducted to assess the influence and merit of such improvements. The establishment of valid scales is an important initial step towards understanding the value and nature of proactive improvement in logistics outsourcing relationships. Practical implications -Future research using the established scales should help provide practitioners with a better understanding of the value and nature of proactive improvement in logistics outsourcing relationships. Originality/value -The paper employs a thorough multi-phase/multi-sample approach across two distinct countries to devise a scale for an important construct in logistics outsourcing research.

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Section: Scale Differentiationmentioning

confidence: 94%

Developing a Scale for Proactive Improvement Within Logistics Outsourcing Relationships

Wallenburg¹,

Knemeyer²,

Goldsby³

et al. 2010

The International Journal of Logistics Management

View full text Add to dashboard Cite

show abstract

“…Several studies have shown a relationship between satisfaction and loyalty, although a direct relationship is not always postulated [4,5,15,19,23] Agustin and Singh [1] investigated both a direct relationship and one mediated by trust and value. Since there is lack of universal support for this link, it was treated as a weak hypothesis and included as part of additional analysis.…”

Section: Relational Dependence Hypothesesmentioning

confidence: 99%

“…In the general marketing literature [5,14], a correlation was established, though a bad experience may obviously have a negative effect. The relationship between loyalty and word of mouth may not be straightforward, but it seemed worth exploring; thus: H15 Customer loyalty is positively related to word of mouth.…”

Section: Relational Dependence Hypothesesmentioning

confidence: 99%

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The role of trust in e-commerce relational exchange: A unified model

Palvia

2009

Information & Management

345

200

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Analysts have predicted that even by 2011, online e-commerce sales would account for only 7%. Thus, the Internet is far from achieving its potential due to reluctance of consumers to engage in its use.Lack of trust is the important deterrent. It is one of the fundamental requirements for establishing online exchange relationships. Since its medium of transaction is a web site, the consumer's perception of technology also affects its use: the web site is an IT application. Prior studies, however, have not examined the impact of trust, technology attributes, and intentions on customer relationship development. In order to develop and maintain loyal customers, e-commerce companies must build good relationships with their consumers for longterm mutual benefit. Therefore, a unified model was developed to aid in understanding trust in the context of Internet enabled exchange relationships with consumers.2. Theoretical background 2.1. Technology acceptance TAM [6] assumed that system use was determined by behavioral intention (BI) to use it; this in turn was influenced by users' attitude (A), which was directly affected by beliefs about the system: perceived usefulness (U) and perceived ease of use (EOU). An additional relationship from U to BI assumed that intention was based on expected improvement in performance, regardless of attitude, and that EOU would influence U. Trust and electronic commerceTrust is crucial for any long-term business relationship. It is critical wherever risk, uncertainty and/or interdependence exist, as it mitigates risk. Web vendors are interested in building exchange relationships with consumers. Important precursors for the continuation of exchange relationships are consumer's beliefs and

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“…Attitudes are a way of summarizing consumer evaluation, so they can provide important information for the marketer because of their direct impact on the use service decision (Longenecker et al, 2005). Nowadays, attitudes are considered multidimensional, with three components (Chiou et al, 2002;Eagly & Chaiken, 2007;Hawkins et al, 2004). Its view that attitude as a construct of three components: cognitive, affective and conative (Chang, 2011;Rosenberg & Hovland, 1995).…”

mentioning

confidence: 99%

Whose Choice Is It? The Role of Attitude in Determining Customer’s Intention to Use the Courier

Setiyawati

Haryanto

Haryono

2016

ASS

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Numerous researchers have centered their attention on attitude towards an intention to use services, but only a few have focused on attitude towards customer's intention to use the courier. This paper aims to better understand the product quality, price reasonableness as well as brand image that influence the attitude, and lastly the role of attitude as a mediator towards consumer's intention to use a courier in Indonesia.A total of 100 questionnarires were obtained from customers through random sampling. Using an Ordinary Least Squares (OLS) approach which was intended to test the hypotheses; with a significance level p ≤ 0.05. The findings show that product quality, and brand image are influencing the attitude of courier usage. The different results indicated that price reasonableness does not influence the attitude of courier usage, whereas the attitude ables to act as mediator to product quality, price reasonableness, and brand image towards the intention to use a courier.Concerning intention to use the courier, our findings support an attitude dimensions that represents a commitment to improving a product quality standard and positive perception of the brand image. The evidence is also found for the multidimensional attitude model of attitudes: that attitude predicted by the product quality has followed by an adoption common standard. Moreover, our results state that the brand image is stronger predictors of attitude than product quality and moreover price reasonableness that the dimensions of attitude toward a differential impact on intention to use a courier, with affective attitude appearing are more strongly related to intention. In summary, this study suggests that it is considerably more likely that attitudes will be closely related to actions. There's a need for future studies to extend the model of this research by adding other independent variables that are able to describe consumer demand.

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Does Customer Knowledge Affect How Loyalty is Formed?

Cited by 227 publications

References 52 publications

Developing a Scale for Proactive Improvement Within Logistics Outsourcing Relationships

Developing a Scale for Proactive Improvement Within Logistics Outsourcing Relationships

The role of trust in e-commerce relational exchange: A unified model

Whose Choice Is It? The Role of Attitude in Determining Customer’s Intention to Use the Courier

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