Purpose – This study aims to investigate the antecedents to service quality and their relationship with affective evaluations of customers of internet service providers (ISPs) in Thailand. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The literature review and formulation of hypotheses related to each construct are then discussed. Findings – The findings reveal that service quality is influenced by network quality, customer service, information support, privacy and security. Service quality in turn also impacts customer loyalty attributes, including satisfaction, value, trust and commitment. Satisfaction is a determinant of customer trust, whereas the direct relationship between value and customer commitment is not supported. Research limitations/implications – The model in this study was tested in the Thai ISP context which may be different in other service industries as well as in other countries. Practical implications – By enhancing service quality, firms can influence customers' satisfaction, value, trust and commitment, which are critical for an ISP's success and long-term sustainability. Originality/value – By applying the findings of this study, ISPs can strategise in making customers more central in their day-to-day operations, which would create competitive advantage for them.
Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach – The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings – The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers’ trust, satisfaction, commitment, value and resultants – attitudinal loyalty and behavioural loyalty. Originality/value – The study proposes that by enhancing service quality, firms can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP’s success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.
PurposeThe purpose of this paper is to determine whether the Generation Y segment in Australia perceive athletes as role models, and if so, do they engage in positive word‐of‐mouth (POWM) recommendation behaviour. This paper also explores the influence of gender and English language enculturation on PWOM recommendation behaviours of Generation Y.Design/methodology/approachInterviewer administered questionnaires were conducted on members of Generation Y in Melbourne, Australia. A series of correlation and OLS regression analyses were performed on a sample of 221 Generation Y consumers.FindingsThis study found that Generation Y generally perceives athletes as role models and this influenced the Generation Y segment to engage in POWM recommendation behaviours for products/services/brands endorsed by the athlete role model. The results indicate that gender does not play a significant role in this process. However non‐English language enculturated members of Generation Y were found to be more likely to engage in POWM recommendation behaviours for endorsed products/services/brands.Practical implicationsAthlete endorsement strategies are expected to be effective in reaching and communicating with the lucrative Generation Y population. As a result, firms and marketing practitioners should strongly consider utilising favourite athletes of Generation Y to endorse products/services/brands to this consumer segment.Originality/valuePast studies suggest that gender is a common differentiator in Generation Y's willingness to engage in POWM recommendation behaviour about endorsed products/services/brands by their favourite athlete. This study suggests that English language enculturation may be more effective in differentiating such behaviour, particularly in an Australian context.
The popular contemporary global practice of using celebrities to endorse nonprofit causes can be a constructive means of stakeholder communication that offers the potential to increase awareness of, grow resources for and focus attention on these causes. However, if this communication practice is poorly executed, it risks devaluing complex social problems while more broadly challenging the nonprofit sector's role as a site of social change. This paper offers an analysis of the possibilities and pitfalls of using celebrities to communicate about nonprofit causes to Generation Y stakeholders. Based on findings from interviews with nonprofit leaders who have utilized this communication strategy, it offers an Australian perspective to the growing body of research into the increasingly popular strategy of celebrity endorsement of nonprofit causes. Copyright © 2014 John Wiley & Sons, Ltd.
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