Valentina Stan

Bio: Valentina Stan is an academic researcher. The author has contributed to research in topics: Customer satisfaction & Customer retention. The author has an hindex of 7, co-authored 15 publications receiving 252 citations.

Car sharing adoption intention in urban areas: What are the key sociodemographic drivers?

Abstract: In recent years, car sharing has become an international transportation trend and has shown the potential to change the way people use cars Sociodemographic variables are the key drivers of mobility patterns and travel modes and may determine the diffusion of car sharing services in the urban population The present paper considers the impact of sociodemographic variables on car sharing behavior and explores individual choice between car clubs and peer-to-peer car sharing services We carry out an international survey and analyze a representative sample of 2733 car owners in four major metropolitan areas: London, Madrid, Paris, and Tokyo The empirical analysis identifies key drivers of car sharing behavior and choice The findings yield practical insights for business practitioners and transportation planners

Customer Loyalty Development: The Role Of Switching Costs

Abstract: Customer loyalty plays a crucial role in firm’s performance. Over the last three decades the antecedents of customer loyalty in the service sector have attracted great interest by academics and practitioners alike. This study has two key objectives. First, we investigate how image perceptions, service quality and customer satisfaction contribute to customer loyalty. The results show that the organizational image customers hold of the service provider and perceived service quality have a similarly strong relationship with customer loyalty. Moreover, both, service quality and organizational image are significantly and positively correlated with customer satisfaction. The findings highlight that it is in particular through the formation of customer satisfaction that service quality and organizational impact customer loyalty. Thus, we can demonstrate that customer satisfaction has a mediating effect between external and interactive marketing initiatives and the development of customer loyalty. Second, we investigate the role of switching costs in the development of customer loyalty. The findings indicate that perceived switching costs, here assessed in terms of price sensitivity, have by far the strongest, positive and direct impact on customer loyalty in comparison to the other antecedents included in the model. The importance of switching costs is further corroborated with the finding that switching costs moderate the link between customer satisfaction and customer loyalty.

Customer satisfaction and PLS structural equation modeling. An application to automobile market

Abstract: We present the principal concepts of structural equation modeling and a comparison between the two main approaches: PLS (Partial Least Square) and LISREL (Linear Structural Relationship). A structural model uses 2 types of models: the measurement model (outer model) and the structural model (inner model). An application to real life data on customer satisfaction is given.

Shifting consumers into gear: car sharing services in urban areas

Abstract: Recently, the sharing economy has attracted considerable attention. This emerging paradigm is driven by powerful technological forces and has the potential to change the way consumers access very important markets such as the car market. Indeed, access-based consumption may attract more participants as it enables consumers’ freedom of lifestyle and more flexible identity projects. The empirical literature has so far paid very little attention to car sharing services; when it has, it has focussed mainly on people who are already using them. The purpose of this paper is to consider the drivers behind the adoption intention of car sharing services.,A large multinational survey is carried out in three European capitals: London, Madrid and Paris. Using quota sampling, 2,159 licensed car drivers are recruited through the online panel of TNS Sofres. The sample is representative of the population of licensed car drivers in each city. The questionnaire is developed using established scales from previous research. An OLS regression analysis is performed to test our hypotheses, with a likelihood of choosing a car sharing option as the dependent variable.,The study demonstrates that knowledge, environmentalism, possession-self link and involvement with cars are important determinants of consumer behaviour in the car sharing services market. In addition, the user demographics suggest a target market of younger, predominantly male and urban customers. The empirical findings are consistent across the three capital cities, implying that providers can market their car sharing services in a similar manner.,As important determinants of consumer behaviour in the car sharing services market are underlined, several managerial implications arise from the study. Car sharing providers should promote awareness to help people not only to expand their experience with the service but also to be informed about the potential environmental benefits. Further, a stronger possession-self link in the automotive context is suggestive of a greater willingness to use car sharing systems. Managers should also take into account that it is much more difficult to engage individuals in car sharing services who are highly involved with car, than those who express very little attachment to the product. As people under 45 years old are far more likely to use these services, this generation effect is progressively moving the frontiers of the car retailing sector to a broader mobility service sector.,The foremost contribution of this paper is to demonstrate empirically how consumer intention to use car sharing is driven. To do so, the study addresses the general population of car drivers, interviewing users of the service as well as non-users.

Conjoint Use of Variables Clustering and PLS Structural Equations Modeling

Abstract: In PLS approach, it is frequently assumed that the blocks of variables satisfy the assumption of unidimensionality. In order to fulfill at best this hypothesis, we use clustering methods of variables. We illustrate the conjoint use of variables clustering and PLS structural equations modeling on data provided by PSA Company (Peugeot Citroen) on customers’ satisfaction. The data are satisfaction scores on 32 manifest variables given by 2,922 customers.

The iron cage revisited: Institutional isomorphism and collective rationality in organizational fields (Chinese Translation)

Abstract: What makes organizations so similar? We contend that the engine of rationalization and bureaucratization has moved from the competitive marketplace to the state and the professions. Once a set of organizations emerges as a field, a paradox arises: rational actors make their organizations increasingly similar as they try to change them. We describe three isomorphic processes-coercive, mimetic, and normative—leading to this outcome. We then specify hypotheses about the impact of resource centralization and dependency, goal ambiguity and technical uncertainty, and professionalization and structuration on isomorphic change. Finally, we suggest implications for theories of organizations and social change.

Mobile banking: proposition of an integrated adoption intention framework

Abstract: Purpose – This paper's objective is to propose an integrated framework to investigate the adoption intention of mobile banking technology and to test it in the Brazilian context.Design/methodology/approach – A total of 666 respondents from the most economically developed cities in Brazil were surveyed. The sample comprised 333 mobile banking users and 333 mobile banking non‐users. Partial least squares was used to analyze the proposed framework's construct relations.Findings – The framework offers an integrated view, taking into account more predictors than other studies on the adoption of innovations. For non‐users, the framework was able to explain approximately 69 percent of the dependent variable (intention to adopt mobile banking) variation, which is a figure higher than those obtained in previous studies. However, for current users of mobile banking, only 27 percent of the dependent variable variation was explained by the framework. It was also observed that the predictors' influence over the criter...

The loyalty effect

Abstract: Authors: Oskar Bill, Alexander Jondell Supervisors: Carl-Henric Nilsson Associate Professor Lund University ¬ School of Economics and Management Department of Business Administration Charlotta Johansson Associate Professor Lund University ¬ Faculty of Engineering Department of Automatic Control Purpose: The purpose is to predict customer loyalty by utilising big data. This will be done by combining two models: The American Customer Satisfaction Index (ACSI) and the Net Promoter Score (NPS) using the benefits of each model, the cause and effect relationship in ACSI and the simple survey methodology in NPS. The findings are aimed to facilitate a work method enabling companies to use big data in order to predict customer loyalty to be able to pro-actively work with detracting customers and to grow future profits. Method: The methodology had both a quantitative and qualitative approach. By deducting a model from a theoretical analysis a linear relationship was derived between ACSI and NPS. The drivers of loyalty was then developed from a qualitative analysis and tested through a quantitative analysis of the relationships in the model. Findings: A relationship between the NPS and the ACSI was possible to prove. However, it was not possible to predict customer loyalty since the drivers of loyalty could not be explained with the available data and further research is therefore needed.

The Impact of Autonomous Vehicles on Cities: A Review

Abstract: Autonomous vehicles (AVs) are starting to hit our roads. It is only a matter of time until the technological challenges still facing full AV implementation are solved, and legal, social, and transp...

Consumption in the circular economy: A literature review

Abstract: A circular economy (CE) aims at decoupling value creation from waste generation and resource use by radically transforming production and consumption systems. Recent reviews on the topic of the circular economy have indicated that cultural barriers are a significant factor hindering the diffusion of so-called ‘circular’ business models, particularly the lack of consumer—or user—acceptance. However, none of them has provided an overview of the existing literature addressing such issues that can help academics and practitioners better understand consumption considerations when addressing the circular economy. Motivated by these observations, this paper presents the results of a literature review that summarises and discusses insights from 111 articles in terms of the problem area, theoretical approaches, methods, and tools that have been used to collect and analyse data, the main issues, and identified research gaps. The results show that most of the existing scientific work on the circular economy and circular solutions addressing consumption has focussed on identifying factors that drive or hinder the consumption of circular solutions. A smaller but expanding set of articles has focussed on offering insights into the nature, meaning, and dynamics of consumption in the context of the circular economy. According to this set of articles, consumption in the circular economy is anonymous, connected, political, uncertain, and based on multiple values, not only utility. A smaller set of papers has explored the integration of user and consumer perspectives into design processes. Although these contributions are relevant, opportunities for further research are still open, particularly regarding socio-material and cultural aspects of consumption in the context of the circular economy, and the role of digitalisation. In addition, more work could be done regarding strategies to foster not only acceptance but also the adoption and diffusion of the circular economy. Based on the findings of this literature review, some ideas for a research agenda on the issue of consumption in the circular economy are outlined.