Positive moods and word-of-mouth in the banking industry

Lien, Che-Hui; Wu, Jyh-Jeng; Hsu, Maxwell K.; Wang, Wen‐Hung

doi:10.1108/ijbm-05-2017-0097

Cited by 20 publications

(2 citation statements)

References 76 publications

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“…Moreover, while determining the online group buying intention, utilitarian shopping value appeared as the most influencing factor in the study of Lim (2017). Similarly, numerous studies also found utilitarian shopping value as a significant and one of the most influencing factors in determining customer loyalty (Hong et al, 2017;Lien, Wu, Hsu, & Wang, 2018;Verma, Jahn, & Kunz, 2012;Wang, Po Lo, Chi, & Yang, 2004). Thus, based on the above evidence from the literature, the following hypothesis has been posited.…”

Section: Corporate Imagementioning

confidence: 83%

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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The philosophy of a free‐market economy has encouraged enormous consumption, which has redefined the customers' perception of value (hedonic and utilitarian) and loyalty even in a developing country. To maximize their consumption level, customers, in many instances, prefer hedonic value to utilitarian value and demonstrate limited loyalty to any brand. This study investigated the Millennials customers' preference between hedonic value and utilitarian value and its impact on loyalty, in the context of a developing country which adopts a combination of capitalist and control economy. Data were collected from customers from the retail industry and were analyzed with PLS‐SEM technique. The findings suggest that, in the developing economy, Millennials prefer hedonic consumption value, which is related to their loyalty and corporate image of the store.

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Section: Corporate Imagementioning

confidence: 83%

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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“…However, in this study, perceived value is measured from a functional perspective with four items. Functional value relates to the overall evaluation of value from a quality, convenience and price perspective (Lien et al , 2018). Thus, this form of value encompasses an understanding of how customers perceive value in terms of their relationship with the bank, the services delivered by the bank, the time saved when getting the service and the price paid for the service delivered (Jiang et al , 2016).…”

Section: Theoretical Framework and Hypothesis Proposedmentioning

confidence: 99%

Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking

Roberts-Lombard

Petzer

2021

IJBM

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PurposeUsing the stimulus–organism–response (S–O–R) framework, this study investigates the role of trust (organism) in influencing the behavioural intentions (response) of emerging market retail banking customers, based on the banks' selected customer-focused efforts (stimuli) to influence behavioural intentions. The study also looks at the moderating effects of customers' perceived value and the duration of their support on these relationships.Design/methodology/approachThe data analysed were collected from 599 retail banking customers in an emerging market via a self-administered questionnaire.FindingsCustomer-focused efforts, except for expertise, significantly and positively influence trust. Trust partially mediates the relationships between the remaining customer-focused efforts and behavioural intentions. Furthermore, perceived value moderates the relationships between these stimuli and trust, excluding information sharing. The duration of customer support for the bank also moderates the relationships between these stimuli and trust, bar customer orientation.Research limitations/implicationsThe study augments the understanding of trust's role as the organism from an S–O–R framework perspective.Practical implicationsThe study assists banks in emerging markets in understanding trust's role in influencing customers' behavioural intentions, given the application of selected customer-focused efforts. It highlights the significance of perceived value and duration of customer support in the relationships between these customer-focused efforts and trust.Originality/valueUsing a single S–O–R framework, the role of trust in mediating the relationships between retail banks' selected customer-focused efforts and customers' behavioural intentions is uncovered.

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An Exploratory Study of Twitter Sentiment Analysis During COVID-19: #TravelTomorrow and #UNWTO

Senthil¹,

Goswami²

2020

IFIP Advances in Information and Communication Technology

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Purpose: The COVID-19 has impacted travel and tourism like no other event before in history and Tourism is the hardest hit of all economic sectors. As of now, 96% of all worldwide destinations have introduced travel restrictions in response to the pandemic. Analyzing the impact of COVID-19 sentiments throws some light on the overall situation and provides insights and guidance for recovery measures. Design: The research focuses on the collection of tweets referring to #TravelTomorrow online campaign and tweets from #UNWTO subsequently evaluated through a sentiment analysis using NViVo. Findings: We analyzed the twitter sentiments in a systematic way and investigate the insights of twitter sentiments in COVID-19 situation. Our research result shows the valence of sentiments such as positive, moderately positive, very positive, negative, moderately negative and very negative sentiments which are helpful to the tourism stakeholders for their decision making. Research Implications: The key insights, themes, subthemes and sentiments which are useful to the policy makers for their strategic decision making and the implications of this research is helpful for the academic and tourism practitioners in tourism industry. Originality: The insights of this research are helpful to Destination Marketing Organizations of developing countries to popularize their destinations and helpful for the faster recovery measures from the pandemic situations.

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Positive moods and word-of-mouth in the banking industry

Cited by 20 publications

References 76 publications

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking

An Exploratory Study of Twitter Sentiment Analysis During COVID-19: #TravelTomorrow and #UNWTO

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