The moderating role of attachment styles in emotional bonding with service providers

Moussa, Salim; Touzani, Mourad

doi:10.1002/cb.1605

Cited by 30 publications

(25 citation statements)

References 90 publications

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“…Successful online retailers use a combination of tools such as discounts, bonuses, loyalty cards, special offers to keep shoppers happy, so that they should come back. The most important fact is that traders need to understand user behaviour and what makes the user go into a particular online shop, or which fact turns a simple user into a buyer and, eventually, a supporter of the respective online store brand [20].…”

Section: From Online Buying Intention To Online Buying Behaviourmentioning

confidence: 99%

An Analysis of the Impact of Personality Traits towards Augmented Reality in Online Shopping

2021

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The Internet as a shopping and purchasing medium has become an extensively researched topic. Augmented realty, in particular, allows consumers to explore their options and make personalised changes while shopping online. Our study aims to analyse the symmetry between the attitudes towards using the traditional electronic online shopping and the electronic commerce that uses augmented reality. We also investigate the effects of personality traits and the attitudes towards the Internet on the two electronic commerce forms. Our results show that the buying intention in online shopping is significantly higher in the case of augmented reality. Our results also reveal associations between personality traits and online buying behaviours, i.e., neuroticism and the openness to experiences being associated with the willingness to buy online. On the other hand, personality traits are proved to predict buying impulsiveness, the highest weight being represented by low emotional stability and high external locus of control. Further research should also include other dimensions, such as the perceived risks associated with online purchasing, self-efficacy or anxiety towards technology.

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Section: From Online Buying Intention To Online Buying Behaviourmentioning

confidence: 99%

An Analysis of the Impact of Personality Traits towards Augmented Reality in Online Shopping

2021

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“…Additionally, the current study also contributes toward strategy formulation to augment long-term and sustainable relationships. In this regard, recent research highlights the role of EA in achieving customer engagement, loyalty, satisfaction and profitability (Moussa and Touzani, 2017;Pansari and Kumar, 2017).…”

Section: Emotional Attachment and Ea-velocitymentioning

confidence: 99%

The dynamic outcomes of service quality: a longitudinal investigation

Hussain

Jing

Junaid

et al. 2019

JSTP

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Purpose The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that shift. The current study uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ. Design/methodology/approach A sample of 306 restaurant consumers responded to a structured questionnaire at three points in time. Confirmatory factor analysis was carried out, followed by analysis of the data through latent growth curve modeling using MPlus (Version 8.1). Findings SQ attributes positively affect CS and EA, but these effects diminish over time, as SQ attributes negatively influence CS-velocity and EA-velocity. In addition, the study demonstrates that dynamic elements strongly impact behavioral intentions (BI). Practical implications The study enables service and relationship marketing managers to better understand the role of SQ attributes in maintaining longitudinal satisfaction, attachment and BI. The insights from this longitudinal investigation help managers to formulate long-term service management and relationship management strategies. Originality/value This study is the first attempt to examine SQ’s dynamic outcomes using longitudinal panel data. It is the first study to introduce EA-velocity as a dynamic construct of EA and the first to examine the relationships of CS-velocity and EA-velocity with BI.

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“…Against the intuitive assumption that a high‐risk level fosters usage intensity, research also found contrary results (Santana & Parigi, ). Concerned consumers are further less emotionally tied to service providers than user who engage frequently (Moussa & Touzani, ).…”

Section: Literature Reviewmentioning

confidence: 99%

Between enthusiasm and refusal: A cluster analysis on consumer types and attitudes towards peer‐to‐peer sharing

Neunhoeffer

Teubner

2018

J of Consumer Behaviour

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The rise of peer‐to‐peer platforms for sharing private resources has introduced new possibilities for access beyond ownership. Although experiencing fast growth, the academic literature has only recently begun to study individual user attitudes towards such new forms of consumption. Building on findings on the underlying consumer motives for peer‐to‐peer sharing, this study differentiates prototypical consumers by means of cluster analysis. Based on data from a large‐scale online survey (n = 745) on consumer motives, we identify 5 main dimensions (concerns, benefits, product‐specific aspects, social aspects, and ownership‐related aspects). On these grounds, we identify 4 consumer types with distinct demographic and attitudinal characteristics: Social Enthusiasts, Conflicted Materialists, Skeptic Ascetics, and Individualistic Refuseniks. Based on these clusters' differences with regard to demographics and sharing behaviors, we derive implications for practitioners to tailor their business models and marketing strategies to the specific motivational patterns of the respective user groups.

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The moderating role of attachment styles in emotional bonding with service providers

Cited by 30 publications

References 90 publications

An Analysis of the Impact of Personality Traits towards Augmented Reality in Online Shopping

An Analysis of the Impact of Personality Traits towards Augmented Reality in Online Shopping

The dynamic outcomes of service quality: a longitudinal investigation

Between enthusiasm and refusal: A cluster analysis on consumer types and attitudes towards peer‐to‐peer sharing

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