Linking Perceived Service Quality to Relational Outcomes in a Chinese Context

Tam, Jackie L.M.

doi:10.1080/08961530.2012.650136

Cited by 30 publications

(29 citation statements)

References 97 publications

(94 reference statements)

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“…Furthermore, it is well documented (eg Helgesen and Nesset, 2007;Tam, 2012) that loyal customers are repeat customers who have continually been satisfied. Subsequently, satisfaction has thus been considered a key global construct for predicting consumer behavior (Garbarino and Johnson, 1999), and it has been defined as: a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumptionrelated fulfillment (Oliver, 1997).…”

Section: Development Of Hypothesesmentioning

confidence: 98%

Changing Consumer Behavior Paradigms: Does Passenger Age Impact Factors Influencing MRT Usage?

Parahoo

Harvey

Radi

2014

Corp Reputation Rev

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Mass Rapid Transit (MRT) services including metro and tram services are designed to convey large volumes of passengers, while tackling congestion and environmental concerns faced in large urban areas. However, MRT involves a major capital outlay, and in order to recoup their investment and to leverage the environmental benefits of MRT services, operators must determine novel approaches to motivate widespread use of the service. It is known that age often impacts consumer behavior, while many of the growing markets in Asia have a much younger demographic profile compared with western markets that could impact traditional models and accepted practices for achieving customer loyalty. In this regard, a conceptual model of consumer behavior in MRT services was tested using structural equation modeling based on age segmentation, with data collected from Dubai metro passengers. While service quality, corporate reputation and engagement were all determinants of perceived value for those over 30 years (p < 0.05), for younger passengers ( < 30 years) only reputation was found to influence value. The overriding effect of reputation influencing consumer behavior, particularly for younger consumers, using the Dubai metro ran contrary to the traditional findings where quality has been the key determinant of value. The reasons and implications of the preponderant role of corporate reputation in visible services in a collectivist Asian culture are discussed and suggestions are made to motivate the enhanced use of metro services.

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Section: Development Of Hypothesesmentioning

confidence: 98%

Changing Consumer Behavior Paradigms: Does Passenger Age Impact Factors Influencing MRT Usage?

Parahoo

Harvey

Radi

2014

Corp Reputation Rev

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“…Customer satisfaction refers to a customer's overall judgement in relation to the extent to which product or service performance meets their expectations (Söderlund, 2018;Tam, 2012). Customer satisfaction is a critical ingredient of success and has considerable strategic implications for businesses in all industries (Ihtiyar, 2018;Ojo, 2010;Söderlund & Oikarinen, 2018).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Intention to Purchase at a Fast Food Store: Excitement, Performance and Threshold Attributes

Thaichon¹,

Quach²,

Surachartkumtonkun³

2019

AJBR

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The current study aims to explore the hedonic and utilitarian values offered through fast food attributes (e.g. menu items, calorie information, location, etc.) and the impact of these values on customer consumption. Interviews were orchestrated with store managers of different fast food chains. The findings show that a hedonic value is delivered through the use of marketing strategies by offering a variety of menu items, menu customization and fun activities in promotional materials. Some fast food marketing strategieswhich include simplifying the menu classification, displaying kilojoules information, and locating at convenience locationare intended to offer utilitarian value. The hedonic values tend to offer enjoyment and excitement in fast food consumption and could result in an increase in sales for a certain period of time. The utilitarian values are task-oriented consumption, which tends to motivate regular customers to visit fast food restaurants. The study concluded the findings into three attributes including excitement, performance, and threshold attributes. Furthermore, the study offers insightful managerial implications in which we discuss the potential impact of fast food marketing attributes on customer satisfaction using Kano"s model.

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“…d. Customer Value Customer value is intended as a comparison of what customers receive with what is given to get a brand (product) (Lai et al, 2009;Shirin & Puth, 2011;Tam, 2012). Value can take the form of quality, quantity, time spent, price, brand name, design, social outlook, excitement, experience, knowledge, self-respect, security, and comfort obtained from a brand (product) (Bell, 2009).…”

Section: Theoretical Background a Brand Trustmentioning

confidence: 99%

The Impact of Perceived Quality and Customer Value on Brand Commitment: A Mediating Role of Brand Trust Cookies Product of SMEs In Pasaman West Sumatera

Yasri¹,

Yahya²,

Engriani³

2019

Proceedings of the 1st International Conference on Education Social Sciences and Humanities (ICESSHum 2019)

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The purpose of this study was to analyze (1) the effect of perceived quality on brand trust, (2) the effect of customer value on brand trust, (3) the effect of perceived quality on brand commitment, (4) the effect of customer value on brand commitment, and (5) the effect of brand trust on brand commitment. The population of this study was all cookies consumers of small medium enterprises (SMEs) in Pasaman West Sumatera. Therefore, the unknown amount of population, so the sample size is 76 units. The sampling technique used purposive sampling. Data collected in the form of primary data by using questionnaires. Before being used, the questionnaire was tested for validity and reliability. The data analysis technique used path analysis. The results of data analysis show that (1) perceived quality has a positive and significant effect on brand trust, (2) customer value has a positive and significant effect on brand trust, (3) perceived quality has a positive and significant effect on brand commitment, (4) customer value does not significant effect on brand commitment, and (5) brand trust has a positive and significant effect on brand commitment.

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Linking Perceived Service Quality to Relational Outcomes in a Chinese Context

Cited by 30 publications

References 97 publications

Changing Consumer Behavior Paradigms: Does Passenger Age Impact Factors Influencing MRT Usage?

Changing Consumer Behavior Paradigms: Does Passenger Age Impact Factors Influencing MRT Usage?

Intention to Purchase at a Fast Food Store: Excitement, Performance and Threshold Attributes

The Impact of Perceived Quality and Customer Value on Brand Commitment: A Mediating Role of Brand Trust Cookies Product of SMEs In Pasaman West Sumatera

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