How Shopping Mall Service Quality Affects Customer Loyalty across Developing Countries: The Moderation of the Cultural Context

Diallo, Mbaye Fall; Diop-Sall, Fatou; Djelassi, Souad; Godefroit-Winkel, Delphine

doi:10.1509/jim.17.0071

Cited by 12 publications

(58 citation statements)

References 61 publications

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“…For example, Sarstedt andRingle (2010: 1316) note that researchers should apply the FIMIX-PLS approach to latent class analysis to "decide whether or not unobserved heterogeneity affects path modeling outcomes." Endogeneity, on the other hand, has only recently been discussed in the context of PLS-SEM (Benitez et al, 2016;Hult et al, 2018), but research has witnessed the first applications of Gaussian copula and other approaches to identify and treat endogeneity (Benitez et al, 2018;Diallo et al, 2018;Svensson et al, 2018)-albeit outside the tourism field.…”

Section: Resultsmentioning

confidence: 99%

Structural model robustness checks in PLS-SEM

et al. 2019

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Partial least squares structural equation modeling (PLS-SEM) has become a standard tool for analyzing complex inter-relationships between observed and latent variables in tourism and numerous other fields of scientific inquiry. Along with the recent surge in the method’s use, research has contributed several complementary methods for assessing the robustness of PLS-SEM results. Although these improvements are documented in extant literature, research on tourism has been slow to adopt the relevant complementary methods. This article illustrates the use of recent advances in PLS-SEM, designed to ensure structural model results’ robustness in terms of nonlinear effects, endogeneity, and unobserved heterogeneity in a PLS-SEM framework. Our overarching aim is to encourage the routine use of these complementary methods to increase methodological rigor in the field.

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Section: Resultsmentioning

confidence: 99%

Structural model robustness checks in PLS-SEM

et al. 2019

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“…Satisfaction of the TE industry respondents was directly affected by the NFA's image (CI →CS), while image was significantly affected by service quality (SQ→CI). The behavioral intertion of all respondents are positive and strong influenced by the satisfaction they received and conformed (CS→BI) (Diallo et al., 2018).…”

Section: Discussionmentioning

confidence: 99%

Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors

Chien

Chi

2019

Heliyon

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Impact of service quality and corporate image on satisfaction and loyalty behavioral intention are explored by using the PLS-SEM (Partial Least Squares Structural Equation Modeling) analysis for the exhibition industry. Service quality has a significant enhancing effect on the corporate image of the trade exhibitions, and both have significant positive effects on exhibitor satisfaction. Also, the role of the image as a partial mediating variable between service quality and satisfaction is emphasized. Additionally, the results obtained from multi-group analysis also supported the hypothesis that corporate image and service quality bring different satisfaction responses in exhibitors of the different industry with 4 business sizes in the capital. In light of scale and types of the enterprises for trade shows market, price segmentation strategies should be offered to maintain satisfaction and loyalty from the SMEs. Service quality and image of the service-offering company are more emphasized by big enterprises in choosing the trade organizer. Multiple group analysis also considered categorizing the specific industrial enterprises. The organizer can apply the result to explore workable market strategies to meet the needs of business partners with different capital size. This research not only has avail for trade exhibition organizers but provides necessary theory-based research in the trade exhibition territory.

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“…-Insert Figure 1 here-In line with Dagger and Sweeney (2007) and Brady and Cronin (2001), we define PSQ as customers' overall evaluation of three dimensions of the service encounter: (1) the customeremployee interaction, (2) the physical environment of the service, and (3) the outcome of the overall service delivery. Research on service quality suggests that improvements in quality perceptions of a service encounter can lead to more favorable relationship outcomes (Cronin, Brady, and Hult 2000;Fullerton 2014;Zeithaml, Berry, and Parasuraman 1996), promote greater customer retention, enhance market share, and increase profits (Bell, Auh, and Smalley 2005;Diallo et al 2018). Considerable research in the services literature has reached consensus on the positive effects of PSQ on customer loyalty over the life of a customer's relationship with an organization in developed markets (Zeithaml, Berry, and Parasuraman 1996).…”

Section: Hypotheses Development Psq and Customer Loyaltymentioning

confidence: 99%

“…However, research has devoted scant attention to how service employees’ CQ moderates the link between customers’ judgment of service quality and their loyalty and whether these effects vary across national markets. Because “service encounters are first and foremost social encounters” (McCallum and Harrison 1985, p. 35), country-specific characteristics inherent to many service industries might result in changes in both the strength and the direction of the PSQ–loyalty link (e.g., Diallo et al 2018). Thus, we propose that the complex nature of this link in ICSEs can partly be explained by service employees’ cultural knowledge and skills.…”

Section: Conceptual Frameworkmentioning

confidence: 99%

“…Research evidence suggests that service-related characteristics (e.g., types, coproduction processes, relationship strength) and contextual factors (e.g., business-to-business vs. business-to-consumer, cultural settings) exert moderating effects on the core service quality–loyalty link (e.g., Diallo et al 2018; Hogreve et al 2017; Schneider and Bowen 2019). Other researchers have focused on customers’ beliefs (e.g., inertia, normative commitment), service-related perceptions (e.g., perceived switching costs), and knowledge (e.g., investment expertise) as moderators of the PSQ–customer retention relationship (Bell, Auh, and Smalley 2005; Fullerton 2014).…”

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confidence: 99%

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Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence

Paparoidamis¹,

Tran²,

Leonidou³

2019

Journal of International Marketing

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Intercultural service encounters, in which customers and service employees from different cultures interact, are becoming more common in the market. Despite the importance of such encounters for international marketers, limited research attention has been directed to this area. Drawing on social exchange theory, this study examines how frontline employees' cultural intelligence (CQ) influences customer loyalty outcomes of service quality perceptions. Specifically, the authors propose that the three components of CQ-cognitive, emotional/motivational, and physical-have differential moderating effects on the perceived service quality (PSQ)-customer loyalty link and that these effects vary across two national markets. Data collected with a multirespondent (i.e., frontline service employees and customers) cross-cultural research design indicate that cognitive CQ negatively mitigates the impact of PSQ on customer loyalty in an emerging market context while emotional/motivational CQ has a positive moderating effect in a mature market setting. When service employees have high physical CQ, the positive role of PSQ in creating and maintaining customer loyalty is strengthened in both markets. The authors discuss these implications for theory and practice.

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How Shopping Mall Service Quality Affects Customer Loyalty across Developing Countries: The Moderation of the Cultural Context

Cited by 12 publications

References 61 publications

Structural model robustness checks in PLS-SEM

Structural model robustness checks in PLS-SEM

Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors

Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence

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