The influence of grey consumers' service quality perception on satisfaction and store loyalty behavior

Lu, Yan; Seock, Yoo‐Kyoung

doi:10.1108/09590550810911674

Cited by 47 publications

(31 citation statements)

References 46 publications

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“…Our approach of using positive WOM is consistent with the stream of research, which was exclusively interested in positive WOM comments (Gremler et al, 2001;Lu and Seock, 2008;Lymperopoulos and Chaniotakis, 2008). We are investigating the antecedents of positive WOM behaviors in a manner consistent with prior research (Maxham, 2001).…”

Section: Focal Constructsmentioning

confidence: 93%

The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector

Casidy

Wymer²

2015

J Brand Manag

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Riza Casidyis a senior lecturer of Marketing at the Department of Marketing, Deakin University, Australia. He earned his PhD degree in Marketing from Monash University as the youngest graduate in the Faculty of Business and Economics. His major research interest areas and ongoing studies are about the role of branding in the non-profit sector. He has published and served as a reviewer in leading marketing journals, including the Journal of Brand Management, Journal of Strategic Marketing, and Marketing Intelligence and Planning among others. Walter Wymer is a professor of Marketing at the University of Lethbridge. His primary areas of research include non-profit marketing, social marketing, brand strength/loyalty and scale development. Secondary areas include the history of marketing thought, macromarketing and corporate social responsibility.ABSTRACT This study examines the effects of brand strength on satisfaction, loyalty and positive word-of-mouth (WOM) behavior. We employed systematic sampling involving 948 respondents from a top-ranked and mid-ranked university in Australia. Brand Strength is found to be a multi-dimensional construct consisting of Brand Familiarity, Brand Remarkability and Brand Attitude. All three dimensions of Brand Strength are significantly related to WOM through the partial mediating effects of satisfaction and loyalty. In addition, the analysis reveals that the inter-construct relationships involving Brand Familiarity, Brand Attitude and satisfaction are stronger among those enrolled at the mid-ranked university than those at the top-ranked university.

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Section: Focal Constructsmentioning

confidence: 93%

The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector

Casidy

Wymer²

2015

J Brand Manag

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“…Two key outcomes of CE that are of great interest to retail managers are satisfaction and loyalty (Burns and Neisner, 2006, Grewal et al, 2009, Lu and Seock, 2008, Martenson, 2007, Meyer and Schwager, 2007, Sivadas and Baker-Prewitt, 2000, Verhoef et al, 2009). …”

Section: Outcomes Of Customer Experiencementioning

confidence: 99%

Examining retail customer experience and the moderation effect of loyalty programmes

Lin

Bennett

2014

International Journal of Retail &Amp; Distribution Management

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2014) 'Examining retail customer experience and the moderation eect of loyalty programmes.', International journal of retail and distribution management., 42 (10). pp. 929-947. Further information on publisher's website:https://doi.org/10.1108/ijrdm-11-2013-0208Publisher's copyright statement:This article is c Emerald Group Publishing and permission has been granted for this version to appear here http://dro.dur.ac.uk/23485. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details.

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“…In a New Zealand study of older consumers, Goodwin and Mcelwee (2001) showed that service quality and the availability of well-known brands were important characteristics for the oldest consumers. More recently, Lu and Seock (2008) identified three dimensions of service quality among American "grey" consumers: personal interaction, store image, and convenience. Personal interaction was the strongest predictor of older consumers' satisfaction and loyalty behaviour.…”

Section: Introductionmentioning

confidence: 99%

Baby boomers' reasons for choosing specific food shops

Worsley

Wang

Hunter

2011

International Journal of Retail &Amp; Distribution Management

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Purpose -Baby boomers (people born between 1946 and 1964) are approaching retirement and there is concern about their preparation for their future health and wellbeing. Food shopping is likely to play a major role in their future lives. The purpose of this paper is to examine their reasons for choosing to buy food from particular shops and whether demographic characteristics and health status were associated with them.Design/methodology/approach -A questionnaire survey was conducted among a random sample of 1,037 people aged between 40 and 71 years in Victoria, Australia. Respondents were asked to indicate, from a list, their reasons for choosing to shop at particular food outlets. Regression analysis was used to examine the relationships between respondents' demographics and health status and their reasons for shopping at the food stores.Findings -Multivariate analysis showed that the reasons the respondents reported in choosing shops fell into four groups: saving, convenience, quality and healthy foods, and user-friendly environment. Saving was negatively related to income, age, level of education and also linked with country of birth, religious affiliation, and marital status. Convenience was negatively associated with age and also related to health status and religious affiliation. Quality/healthy food products were positively related to age but negatively associated with body mass index, and also linked to country of birth. User-friendly environment was negatively associated with income and education and related to gender and religious affiliation.Originality/value -The paper's results show that stores could provide more information, perhaps as signage, to their recycling and health information facilities, particularly in low socio-economic status areas. Furthermore, the social status and religious associations confirm the view that shopping reflects broad societal affiliations among baby boomers. Shopping centres can be used to provide support for health and environmental sustainability promotions.

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The influence of grey consumers' service quality perception on satisfaction and store loyalty behavior

Cited by 47 publications

References 46 publications

The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector

The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector

Examining retail customer experience and the moderation effect of loyalty programmes

Baby boomers' reasons for choosing specific food shops

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