Journal ArticleDOI
Exploring the link between customer experience–loyalty–consumer spend
Mala Srivastava,Dimple Kaul +1 more
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In this article, the impact of customer experience on attitudinal and behaviour loyalty is studied. And the authors extend the findings by adding an observed behaviour-share of spend in the frame work.About:
This article is published in Journal of Retailing and Consumer Services.The article was published on 2016-07-01. It has received 155 citations till now. The article focuses on the topics: Loyalty business model & Loyalty.read more
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Customer experience: fundamental premises and implications for research
TL;DR: In this paper, a systematic review of 136 articles identifies eight literature fields that address customer experience and compares the phenomena and metatheoretical assumptions prevalent in each field to establish a dual classification of research traditions that study customer experience as responses to either managerial stimuli or consumption processes.
Journal ArticleDOI
Consumers response towards mobile commerce applications: S-O-R approach
TL;DR: Perceived ubiquity and m-commerce app incentives as two strongest predictors of impulsiveness and perceived value respectively and impulsiveness negatively affects consumers repurchase intention but positively enhances the satisfying experience, whereas perceived value favourably affects both the variable.
Journal ArticleDOI
Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age
TL;DR: In this article, the authors investigated the impact of customer engagement on experience and behavioral intent in the tourism context and found that the paths from affective/behavioral engagement to experience are significant across all age groups, while the association's strength rises with customer age.
Journal ArticleDOI
Preference learning for eco-friendly hotels recommendation: A multi-criteria collaborative filtering approach
Mehrbakhsh Nilashi,Ali Ahani,Ali Ahani,Mohammad Dalvi Esfahani,Elaheh Yadegaridehkordi,Sarminah Samad,Othman Ibrahim,Nurfadhlina Mohd Sharef,Elnaz Akbari +8 more
TL;DR: A new soft computing method is developed with the aid of machine learning techniques in order to find the best matching eco-friendly hotels based on the several quality factors in TripAdvisor to improve the scalability of prediction from the large number of users' ratings.
Journal ArticleDOI
Impact of customer experience on loyalty: a multichannel examination
TL;DR: In this paper, the authors examine the relation between the five dimensions of customer experience advocated by Schmitt and service provider loyalty and find that the main dimension impacting loyalty is the affective dimension (negative).
References
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Journal ArticleDOI
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives
Li-tze Hu,Peter M. Bentler +1 more
TL;DR: In this article, the adequacy of the conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice were examined, and the results suggest that, for the ML method, a cutoff value close to.95 for TLI, BL89, CFI, RNI, and G...
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Journal ArticleDOI
Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models
TL;DR: An overview of simple and multiple mediation is provided and three approaches that can be used to investigate indirect processes, as well as methods for contrasting two or more mediators within a single model are explored.
Journal ArticleDOI
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
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