Effects of Customer-value Perception and Anticipation on Relationship Quality and Customer Loyalty in Medical Tourism Services Industry

Ho, Yi-Hsuan; Hsieh, Ming-Tsang; Yu, Annie Pei-I

doi:10.3923/itj.2014.652.660

Cited by 10 publications

(12 citation statements)

References 30 publications

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“…Customers are long-term investments for companies that must be given the best service for the continuity of their business. Companies must be able to create customer value in the process of buying and providing good service [14], [15]. Therefore, companies must be able to utilize people's preferences, create services, and market surveys in order to be able to support customer value for the products they produce better and satisfactorily [16], [17], [18].…”

Section: Review Of Literature 21 Customer Valuementioning

confidence: 99%

The Factors That Affect Customer Value and Its Impact on the Customer Loyalty

Donny

Juju

Jusuf

et al. 2018

BIRCI

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This study aims to find out and analyze the factors that influence customer value and their impact on customer loyalty. This study uses quantitative methods with descriptive and verification approaches using explanatory surveys. The analysis technique uses SEM analysis. From the results of the study obtained data that the factor of consumer psychology moves from the point of not good to good while the customer value factors and customer loyalty moves from good enough to well. Verification results show both partially and simultaneously these factors have a positive and significant effect. Customer value has a positive and significant effect on customer loyalty with the magnitude of its influence stronger when compared to consumer psychology and the marketing mix towards customer value. This proves empirically that customer value factors are intervening between consumer psychology and marketing mix with customer loyalty.

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Section: Review Of Literature 21 Customer Valuementioning

confidence: 99%

The Factors That Affect Customer Value and Its Impact on the Customer Loyalty

Donny

Juju

Jusuf

et al. 2018

BIRCI

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“…Ghifari and Halim (2018), Blocker et al (2011) andFlint et al (2011) find a strong relationship between businesses' ability of value anticipation and customer satisfaction as well as customer loyalty. Kandampully and Duddy (1999), Zhang, Liang, and Wang (2016) , Ho et al (2014) and Rüfenacht, Steiner, Schlager, and Maas (2014b) confirm the positive impact of customer value orientation on loyalty and business competitiveness. According to Kandampully and Duddy (1999), competitive positioning is a combination of the ability to correspond to present customer needs and to anticipate future trends.…”

Section: Impact Of Customer Value Anticipationmentioning

confidence: 88%

“…To date, there is only limited research on customer value anticipation techniques and practical advice is vague. SPCE businesses lack guidance concerning the practical implementation of customer value anticipation strategies (Andadari, Priyanto, & Haryanto, 2016;Flint et al, 2011;Ho, Hsieh, & Yu, 2014).…”

Section: Research Aim Overview and Questionsmentioning

confidence: 99%

“…In a competitive and dynamic, non-monopolistic market environment, even businesses enjoying competitive advantages have to develop and defend their unique position against rivals continuously (Andadari et al, 2016;Flint et al, 2011;Flint et al, 2002;Ho et al, 2014;Kandampully & Duddy, 1999;Porter, 2008;Slater, 1997;Slater et al, 2010). Companies have to constantly invest in the development of innovative and unique value propositions to keep their advantageous market position while generating above-average profits (Day & Moorman, 2010;Kandampully & Duddy, 1999;McGrath & Gourlay, 2013).…”

Section: The Concept Of Customer Value Anticipationmentioning

confidence: 99%

“…Businesses are in demand to make customer valueanticipation part of their strategic orientation and business culture. By cooperating with customers, businesses can build a sustainable leading market position (Ho et al, 2014). Trust is a crucial element in the customer value chain.…”

Section: A Review-based Research Frameworkmentioning

confidence: 99%

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https://eprints.glos.ac.uk/id/eprint/11305

Münster¹

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The purpose of this thesis is to explore sources of future competitive advantage for self-propelled construction equipment (SPCE) dealers in Germany, who are challenged by significant change driven mainly by intensifying competition. This forces them to redefine their future market positioning. For that they need to learn about future customer value preferences to adjust organisations and business models accordingly. As research has not yet provided deep enough insight on customer value anticipation in the German SPCE industry, this thesis examines anticipation approaches and applies lead customer analysis to a dealer case. For that, an exploratory, inductive cases study research strategy is applied that takes a constructivist perspective on reality. For the case under study it was found that: (1) Competitive advantage develops from superior customer value. (2) Customer trust is a key aspect in superior customer value generation and results from trustworthiness. (3) Continuous customer value anticipation is essential to competitive advantage sustainability. (4) Lead customer analysis is apt for customer value anticipation. (5) Trust and digitalisation are promising future competitive advantage sources. The study’s knowledge contribution lies in the scientific mapping of the interaction of the elements leading from customer value to loyalty and trust in the German SPCE sector, supporting the generation of competitive advantage and business profitability. Furthermore, the study creates a deeper understanding on how customer value anticipation is linked into that process, how it can practically be applied and how it contributes to business profitability, hence closing a conceptual knowledge gap. Finally, through identifying trust and digitalisation as promising sources for future competitive advantage generation, the study informs dealers on the definition of their future market positioning and on the generation of impactful competitive advantage positions.

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