Application of Expectation Confirmation Theory to Consumers’ Impulsive Purchase Behavior for Products Promoted by Showgirls in Exhibits

Tsao, Wen-Yu

doi:10.1080/10496491.2013.770811

Cited by 20 publications

(16 citation statements)

References 62 publications

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“…The conceptual framework for the study was the expectation confirmation theory. The expectation-confirmation theory includes ideas of concepts of expectation, performance, confirmation, satisfaction, and repurchase intentions [20]. The expectation confirmation theory was appropriate to explore the strategies hospital managers use for successful customer service in hospitals.…”

Section: Resultsmentioning

confidence: 99%

“…The expectation-confirmation theory, by [19] Richard L. Oliver (1980), has concepts of expectations, performance, confirmation, satisfaction, and repurchases intentions [20]. The expectation-confirmation theory was the main conceptual foundations in the study.…”

Section: Expectation Confirmatory Theorymentioning

confidence: 99%

“…The perceptions of mobile users are in the areas of expectations, confirmation of the expectations, and the intention to purchase paid applications [26]. A determining factor of customer satisfaction is the customer confirmation [20].…”

Section: Expectation Confirmatory Theorymentioning

confidence: 99%

“…Judy asserted that recovery is about the customer service philosophy of meeting customer expectations. The idea of the expectation-confirmation theory is customer expectations determine customer satisfaction [20]. The importance of recovery is communicating and addressing patient issues from the beginning of the hospital stay so issues are resolved and the patient can have a satisfactory experience.…”

Section: Emergent Theme 1: Interpersonal Communicationmentioning

confidence: 99%

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Strategies Hospital Manager Use to Improve Customer Services

Leonard¹,

Needham²

2020

OJBM

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The purpose of this study was to explore strategies for hospital managers to improve customer services. The target population consisted of five hospital managers who implement customer services strategies within hospitals. The conceptual framework for the study was the expectation-confirmation theory. Using methodological triangulation, the data derived from included semistructured interviews, hospital policy and procedure documents, and qualitative data from the Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Hospital Compare website. The three major themes were to improve interpersonal communication, address issues in the hospital environment, and provide employee training. The findings reveal that exploring employee training relates to the conceptual framework of the expectation-confirmation theory. The participants described multiple attempts to alter operations within the hospital based on customer expectations for satisfaction and to confirm customer satisfaction for the hospital system. The expectation confirmation theory by Joo, Park, and Shin (2017) [1] was the framework of this study. Hospital managers performed actions for example, hiring the right people, using customer feedback for improvement, and using the HCAHPS qualitative data to create strategies that would meet customer expectations for satisfaction and loyalty.

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Section: Resultsmentioning

confidence: 99%

Section: Expectation Confirmatory Theorymentioning

confidence: 99%

Section: Expectation Confirmatory Theorymentioning

confidence: 99%

Section: Emergent Theme 1: Interpersonal Communicationmentioning

confidence: 99%

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Strategies Hospital Manager Use to Improve Customer Services

Leonard¹,

Needham²

2020

OJBM

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“…Retailers use showgirls to promote their products. Positive relationship is being found when a product is promoted using showgirls and impulse buying in stores (Tsao, 2013). Studies found that there is a direct links between goals conflicts and impulse buying.…”

Section: Impulse Buyingmentioning

confidence: 99%

Drivers of Impulse Buying at Retail Stores: Mediating Role of Customers’ Loyalty

Hilal¹,

Gunapalan²

2019

ASS

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The major objective of this study was to examine the impact of drivers of impulse buying on the customers’ loyalty and to assess the mediating effect of customers’ loyalty to the impulse buying at the retail stores. In order to meet the objective, a questionnaire survey was conducted among 529 customers of retail stores. SMARTPLS3 was used to analyze the data collected from the survey. Findings suggest that CSR, store attractiveness and trust positively contribute to create loyalty of retailers and it positively impact on impulse buying at stores. The model tested in this study was significant and can be used by retailers to enjoy competitive advantage. Further, it was found that loyalty is mediating between these drivers of impulse buying and impulse buying. While loyalty positively mediating between all variables, loyalty negatively mediates between commitment and impulse buying. The model tested in this study is significant and useful for retailers to create loyalty and trigger impulse buying enabling to achieve competitive advantage in retailing. When retailers adopt this model in their business, retailers can establish loyalty and generate impulse buying. Therefore, retailers need to build up trust among customers, engaging in CSR activities, keeping their stores very attractive and having long term relationship to create commitment with customers.

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Deep learning model based on expectation-confirmation theory to predict customer satisfaction in hospitality service

Ji²,

Kim³

et al. 2022

Inf Technol Tourism

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Application of Expectation Confirmation Theory to Consumers’ Impulsive Purchase Behavior for Products Promoted by Showgirls in Exhibits

Cited by 20 publications

References 62 publications

Strategies Hospital Manager Use to Improve Customer Services

Strategies Hospital Manager Use to Improve Customer Services

Drivers of Impulse Buying at Retail Stores: Mediating Role of Customers’ Loyalty

Deep learning model based on expectation-confirmation theory to predict customer satisfaction in hospitality service

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