Heterogeneity in the quality–satisfaction–loyalty framework

Human, Gert; Naudé, Peter

doi:10.1016/j.indmarman.2014.05.006

Cited by 30 publications

(17 citation statements)

References 76 publications

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“…According to the corrected item-total correlations rule (Corrected item-total correlations ought to be retained if the value was placed between 0.35 and 0.80 (Netemeyer et al 2003), two items have been excluded. The measurement for loyalty includes three selected items from Human and Naudé (2014). One item has been excluded according to the corrected item-total correlations rule given above.…”

Section: Measurementsmentioning

confidence: 99%

E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses

Agag

2017

J Bus Ethics

112

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The theoretical understanding of e-commerce has received much attention over the years; however, relatively little focus has been directed towards e-commerce ethics, especially the SMEs B2B e-ecommerce aspect. Therefore, the purpose of this paper is to develop and empirically test a framework that explains the impact of SMEs B2B e-commerce ethics on buyer repurchase intentions and loyalty. Using SEM to analyse the data collected from a sample of SME e-commerce firms in Egypt, the results indicate that buyers' perceptions of supplier ethics construct is composed of six dimensions (security, non-deception, fulfilment/reliability, service recovery, shared value, and communication) and strongly predictive of online buyer repurchase intentions and loyalty. Furthermore, our results also show that reliability/fulfilment and non-deception are the most effective relationship-building dimensions. In addition, relationship quality has a positive effect on buyer repurchase intentions and loyalty. The results offer important implications for B2B e-commerce and are likely to stimulate further research in the area of relationship marketing.

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Section: Measurementsmentioning

confidence: 99%

E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses

Agag

2017

J Bus Ethics

112

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“…For example, the item “the relationship with this customer is far better” has been changed to “the cooperation with this customer is far better.” Pre-test evaluation caused the sharpening of the wording here. Trust has been measured using three items from Human and Naudé’s study (2014), which have also been used in other works in similar forms (Hüttinger, 2014). Customer attractiveness has been evaluated following the operationalization approach of La Rocca et al (2012).…”

Section: Variable Measurementmentioning

confidence: 99%

Preferential treatment from the defense industry for the military

Glas¹

2018

JDAL

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Purpose The military of today depends on the availability and readiness of high-technology weapon systems. As the military often has to focus on core tasks (the usage of systems), logistics and support tasks are outsourced to industry, which means that industrial suppliers gain importance for making weapon systems available and mission ready. However, companies are profit-maximizing and invest their best resources in the most promising business areas, which might be clients other than the (domestic) military customer. This raises the question of how the military can ensure that the defense industry provides the best performance: preferential treatment for the military. The purpose of this study is to investigate preferential treatment in the specific context of defense. Design/methodology/approach This paper reports on the examination of factors influencing preferential treatment for the military. The analysis uses structural equation modeling and data from a sample of German defense suppliers. Findings The results show that the perceived customer attractiveness has a strong effect on preferential customer treatment. Attractiveness is influenced by trust, commitment and a comparison with other customers. Research limitations/implications There are several implications for defense theory and practice, including the need for further consideration of relational in contrast to transactional practices in military–industrial supply collaboration, as these seem highly relevant for getting the best resources for producing and maintaining weapon systems. In addition, increasing customer attractiveness, in particular if the military lacks a domestic defense industry base, is proposed. Originality/value The findings are based on a focus sample of only defense suppliers. This paper transfers the industrial discussion about the buyer–supplier relationships and preferential customer treatment to the defense logistics research context.

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“…Attitudinal loyalty focuses on the psychological expression of individuals including the intention to remain or recommend to other potential customers (Dick and Basu, 1994). Attitudinal loyalty refers to a customers' attitudinal tendency toward a brand, which is a function of psychological processes, such as intentions to spend or recommend without need to repeat purchase (Human and Naude, 2014;Mosavi et al, 2018). Attitudinal loyalty does not guarantee repurchasing behavior (Revilla-Camacho et al, 2017).…”

Section: Attitudinal Loyalty Intention Toward the Companymentioning

confidence: 99%

Unintended negative consequences of loyalty programs: endowed vs earned loyalty

Baker

Legendre

2020

JSM

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Purpose Loyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To address this gap, this research conducts two between-subjects experimental design studies to examine traditional versus endowed loyalty status earner attitudinal loyalty intention toward the company, switching intentions and perceived unfairness. Design/methodology/approach Study 1 conducts a 2 (self: earned vs endowed) × 2 (others: earned vs endowed) between-subjects experimental design on the direct effects of attitudinal loyalty intention toward the company and switching intentions. Study 2 builds upon these findings by examining the mediation effect of perceived unfairness on the attitudinal loyalty intention toward the company and switching intentions. Findings Results from Study 1 find that cross-customer comparisons exist, and traditional loyalty members have negative attitudinal loyalty intention toward the company and switching intentions when comparing their rewards to endowed earner rewards. Study 2 examines an airline context and finds that unfairness mediates the relationship. Originality/value The research builds upon the literature surrounding cross-customer comparisons, loyalty programs, equity theory and endowed status and discusses the unintended negative consequences related to endowed loyalty rewards on other customer intentions that have critical managerial implications.

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Heterogeneity in the quality–satisfaction–loyalty framework

Cited by 30 publications

References 76 publications

E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses

E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses

Preferential treatment from the defense industry for the military

Unintended negative consequences of loyalty programs: endowed vs earned loyalty

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