Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

Khan, Imran; Fatma, Mobin; Shamim, Amjad; Joshi, Yatish; Rahman, Zillur

doi:10.1016/j.ijhm.2019.102408

Cited by 51 publications

(55 citation statements)

References 62 publications

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“…This is not far from a previous study that found gender to moderate the link between cognitive factor and consumers' purchase intention (Chiu et al, 2005). This also provides support for the past studies that reveal the gender to perform an important moderating role in the link between predictors and outcome variables (Khan et al, 2019;Shin et al, 2020). This study extends the tourism marketing literature by demonstrating the gender as a crucial moderator to be considered on how Muslim tourist's value perception may influence their booking intention.…”

Section: Discussionsupporting

confidence: 83%

“…The peculiarities in gender differences may influence the consumer's information process that may lead to a certain behaviour (Shaouf, 2016). Significant differences have been noted in male and female behaviours in consumer research (Das, 2013;Heidarian, 2019), and as well as tourism research (Dedeoglu, 2019;Khan et al, 2019). Past literature revealed that female's online purchase intention is stronger than males (Chiu et al, 2005).…”

Section: Moderating Role Of Gendermentioning

confidence: 99%

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Muslim tourists’ intention to book on Airbnb: the moderating role of gender

Tiamiyu

Quoquab

Mohammad

2020

JIMA

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Purpose The purpose of this study is to investigate the impact of reputation on perceived value towards Muslim tourists’ booking intention on Airbnb, particularly from the Malaysian perspective. Additionally, this study investigates the moderating role of gender on the relationship between perceived value and guest booking intention. Design/methodology/approach This study considered the Stimulus–Organism–Response (S-O-R) theory to develop the research framework. Using a self-administered survey questionnaire, 156 completed and usable responses were obtained. The data were analysed by applying partial least squares–structural equation modelling technique, more specifically by using SmartPLS (version 3) software. Findings The study findings revealed that both reputation and perceived value positively affect Muslim tourists’ booking intention on Airbnb service. Moreover, it is also found that, gender plays a moderating role on guests’ intention to book accommodation on the Airbnb platform. Practical implications It is expected that the findings of this study can help the practitioners in the hospitality industry, particularly in strategising their marketing efforts to attract more tourists to engage in a meaningful relationship with the Airbnb in Malaysia. It is suggested that, the Airbnb hosts need to consider the reputation (stimulus) and perceived value (organism) in their marketing strategy to foster Muslim guests’ booking intention. Originality/value To the best of the authors’ knowledge, this work is among the first to examine the predictors of Muslim tourists’ booking intention on Airbnb. Moreover, very little is known on the moderating role of gender on perceived value and its association with booking intention, which this research attempts to address.

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Section: Discussionsupporting

confidence: 83%

Section: Moderating Role Of Gendermentioning

confidence: 99%

Muslim tourists’ intention to book on Airbnb: the moderating role of gender

Tiamiyu

Quoquab

Mohammad

2020

JIMA

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“…In fact, most of the respondents were already aware of and familiar with them. The respondents were chosen on the basis that they had been shopping during the previous six months at least, and they had purchased at least two fashion items in both of the preceding two months (Khan et al , 2020; Parasuraman et al , 2005). Individuals who met the above criteria were included.…”

Section: Methodsmentioning

confidence: 99%

Do experience and engagement matter to millennial consumers?

Khan

Fatma

Kumar³

et al. 2020

MIP

Self Cite

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PurposeThe purpose of this research is to examine the effect of certain dimensions of brand experience (sensory, behavioural, affective and intellectual) on millennial consumers' engagement.Design/methodology/approachData were collected using the central location intercept method from 443 millennial consumers (aged between 18 and 35 years) of fashion apparel. Structure equation modelling was used for the analysis.FindingsResults showed that all dimensions of brand experience (namely, sensory, behavioural, affective and intellectual) significantly affect millennial consumers' engagement.Practical implicationsThis study will assist managers in determining the role of experiences and engagement in strategy formulation for millennial fashion consumers. In particular, understanding the effect of brand experience dimensions on customer engagement provides new practical insights into consumer behaviour in the fashion apparel industry.Originality/valueExamining the phenomenon of experience and engagement amongst millennial consumers is an original approach and contributes to experience and engagement research in marketing.

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“…Los estudios iniciales sobre el tema del vínculo experiencia del cliente con lealtad muestran una relación positiva y directa (Khan et al, 2020). Liu et al (2020) consideran que las marcas hoteleras pueden mejorar la lealtad considerando la experiencia de marca de sus huéspedes.…”

Section: Experiencia Del Clienteunclassified

Influencia Del Compromiso Y De La Experiencia Del Consumidor en La Creación De Valor De Marca Del Comercio Detallista

Camahort

Fiol

García

2022

GCG

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Influencia del compromiso y de la experiencia del consumidor en la creación de valor de marca del comercio detallista El principal objetivo de este estudio es analizar la influencia que el compromiso (engagement) y la experiencia del consumidor tienen en la creación de valor de marca (brand equity) para el comercio detallista a través de su relación con la notoriedad y la lealtad. Las relaciones entre las variables contribuyen a la creación de lealtad, lo que, generando valor de marca para el detallista. El trabajo contribuye al estudio del compromiso del cliente, considerado como un concepto relativamente nuevo en marketing (Farhat et al., 2020). Se analiza la influencia que el compromiso y la experiencia ejercen sobre la notoriedad y lealtad en la creación de valor de marca para el comercio detallista.O principal objetivo deste estudo é analisar a influência que o engajamento e a experiência do consumidor têm na criação do brand equity para o varejo por meio de sua relação com notoriedade e fidelidade. As relações entre as variáveis contribuem para a criação de fidelização, que, gerando valor de marca para o varejista. O trabalho contribui para o estudo do customer engagement, considerado um conceito relativamente novo em marketing (Farhat et al., 2020). Analisa-se a influência que o empenho e a experiência exercem na notoriedade e lealdade na criação de valor da marca para o retalho.

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Gender, loyalty card membership, age, and critical incident recovery: Do they moderate experience-loyalty relationship?

Cited by 51 publications

References 62 publications

Muslim tourists’ intention to book on Airbnb: the moderating role of gender

Muslim tourists’ intention to book on Airbnb: the moderating role of gender

Do experience and engagement matter to millennial consumers?

Influencia Del Compromiso Y De La Experiencia Del Consumidor en La Creación De Valor De Marca Del Comercio Detallista

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