Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation

Wang, Jying‐Nan; Du, Jiangze; Chiu, Ya-Ling; Li, Jin

doi:10.1016/j.elerap.2018.01.002

Cited by 39 publications

(26 citation statements)

References 49 publications

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“…This finding was supported by previous studies Martinez Du, et al, 2018). Lastly, the effect of satisfaction on loyalty was tested, and it was found out that satisfaction affected loyalty.…”

Section: Discussionsupporting

confidence: 82%

“…This effect was the second biggest effect in the research model (%49.4). Then the actual behavior's effect on satisfaction was measured, and it was obtained that willingness to pay more affected satisfaction, which was the third strongest effect in the research model and supported by (Loureiro & Lotade, ; Wang, Du, et al, ). Lastly, the effect of satisfaction on loyalty was tested, and it was found out that satisfaction affected loyalty.…”

Section: Discussionmentioning

confidence: 67%

“…Also, a product or service with a higher price is believed to have higher quality (Lichtenstein, Ridgway, & Netemeyer, 1993). It is also believed that a higher-priced product or service causes higher satisfaction (Wang, Du, Chiu, & Li, 2018). In a study searching ecolabel coffee products claimed that customers pay more for coffee labeled as fair trade or shade-grown than organic coffee (Loureiro & Lotade, 2005).…”

Section: Satisfaction and Loyaltymentioning

confidence: 99%

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The extended theory of planned behavior in Turkish customers' intentions to visit green hotels

Yarımoğlu¹,

2019

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Over the last decade, many studies have started to focus on understanding customers' green purchase intentions since the increasing importance of environmental issues in the hotel industry. This study examined customers' intentions to visit green hotels by using the theory of planned behavior. Two constructs, environmentally friendly activities and overall image, were incorporated into the theory, and the extended theory of planned behavior model was tested. The aim of this study was to analyze the effects of the extended theory of planned behavior constructs (attitudes towards green hotels, subjective norms, perceived control, environmentally friendly activities, and overall image) on visit intentions and also to predict the effects of visit intentions on willingness to pay, satisfaction, and loyalty. Within this aim, the research model was formed to show the antecedents and consequences of intentions to visit green hotels. Data were collected by face‐to‐face survey technique, and 400 usable questionnaires were held from the customers in Izmir City, Turkey. In the findings, four of five constructs in the antecedents of intentions, except perceived control, were found as significant, and all three consequences of intentions were found as significant. The results of the study supported the usage of the extended theory of planned behavior in the context of green hotels. Theoretical contributions and discussions were explained lastly.

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Section: Discussionsupporting

confidence: 82%

Section: Discussionmentioning

confidence: 67%

Section: Satisfaction and Loyaltymentioning

confidence: 99%

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The extended theory of planned behavior in Turkish customers' intentions to visit green hotels

Yarımoğlu¹,

2019

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“…In line with that statement, Alonso et al (2018) study also found that taxi service quality, such as waiting and journey time along with safety, accessibility and comfort become the most important factor, then surprisingly, the fare is not as important as the first thought. Price of service that has a low elasticity of price, especially in online transportation fare shows that not really essential compared with price in an auto industry that has the most important effect that is directly proportional to customer experience and satisfaction level (Wang, Du, Chiu, & Li, 2018)…”

Section: Relationship Between Price and Customer Satisfactionmentioning

confidence: 99%

Price, service quality and trust on online transportation towards customer satisfaction

Pasharibu

Paramita

Febrianto

2018

jeb

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Recently, online transportation that enables people to freely choose and order transportation services with their smartphones is growing very rapidly in Indonesia. This study aims to test the variables that affect customer satisfaction of online transportation with regard to price, service quality, and trust. This quantitative study uses 100 respondents selected by the purposive sampling technique. Next, this study analyzes the data generated using the multiple regression analysis. The results show that service quality and trust significantly affect customer satisfaction, but price does not exhibit a significant influence on customer satisfaction. Further, price, service quality, and trust simultaneously exhibit significant influences on online transformation’s customer satisfaction. Thus, this study practically implies that offering competent service quality, such as emphasizing cars’ cleanliness and tidiness, providing responsive services and timely presence complemented by the enhancement of drivers’ skills. Besides, firms have to maintain customers’ trust by offering convenient, satisfying, and responsible services.

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“…The phenomenon of bringing digital, physical and social realms together was also examined by Bolton et al (2018) and they state that experience can be improved this way, but that companies will face difficult trade-offs between the efficiency and effectiveness of digital technologies if they would focus on value proposition during interactions with customers. Wang et al (2018) discovered that higher customer experience levels (time between purchase and online review and intensity of usage) are associated with a decrease in customer satisfaction and that both price and popularity have important effects on the relationship between customer experience and satisfaction, because, for example, quality and price are highly correlated.…”

Section: Results and Discussion Primary Research Findingsmentioning

confidence: 99%

Building Competitive Advantage Through Customer Experience Management

Havíř¹

2019

AAK

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The aim of this paper is to explore and analyze interdependence of marketing trend customer experience, value creation and perception and price sensitivity as potential building blocks for differentiation. This paper is based on the collection and analysis of both primary and secondary data. The primary data were acquired from service providers and through an online questionnaire on customer experience, perceived value, and price in the city transportation realm. The secondary data were obtained through thorough the research of Web of Knowledge-indexed scientific articles from the years 2015-2018 on these topics. The analysis of the secondary data revealed close interconnections between the subjects of interestcustomer experience, value creation and perception, and price. Customer experience is considered to be the tool for value creation and co-creation, the key for differentiation, but also the necessary area to focus on and manage to stay relevant on the market. The findings from the primary research support the theoretical findings in the Czech city transportation domain. The research identifies customer experience improvements (e.g., personalization, customization, comfort, speed, trust, simplification, modern technology integration, seamlessness, balancedness) which city transportation newcomers used to differentiate from the deep-rooted competition. These improvements brought added and easily perceived value to the customers, helped to build and strengthen brand image and eroded the existing customer loyalty.

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Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation

Cited by 39 publications

References 49 publications

The extended theory of planned behavior in Turkish customers' intentions to visit green hotels

The extended theory of planned behavior in Turkish customers' intentions to visit green hotels

Price, service quality and trust on online transportation towards customer satisfaction

Building Competitive Advantage Through Customer Experience Management

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