Brand Loyalty: Measurement and Management

Berkowitz, Eric N.; Jacoby, Jacob; Chestnut, Robert W.

doi:10.2307/3150644

Cited by 14 publications

(10 citation statements)

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“…Based on this, destination loyalty is manifested in the behavior of tourists' repeated visits to destinations and in the attitudes of tourists' revisit intention and recommendation intention [47]. Jacoby and Chestnut (1978) earlier grouped measures of destination loyalty into behavioral loyalty, attitudinal loyalty [48], and composite loyalty while Yoon and Uysal (2005) argued that the composite approach had limitations in that not all weighted or quantitative scores are suitable [49]. Tourists are less likely to revisit a destination in the short term, so using behavioral loyalty in practice is not a sufficient measure of destination loyalty [50,51].…”

Section: Destination Loyaltymentioning

confidence: 99%

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Tan

Liu

et al. 2021

JTAER

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The concept of value co-creation brings about changes in tourists’ roles from value receivers to producers. Most existing studies take value co-creation behavior as a single dimension, ignoring the role switching of tourists. Starting from the precise constitution of value co-creation behavior, this paper, utilizing the method of structural equation modeling (SEM), discusses the mechanism of the effects of tourist participation behavior and citizenship behavior on destination loyalty through each sub-dimension of perceived value. The results showed the following: (1) The participation behavior (in-role) and citizenship behavior (extra-role) of tourists affect different value dimensions. (2) The value co-created by tourists presents a hierarchical state from the primary to the higher level. Among the types of value, novelty and social value belong to the primary level while quality, economic, knowledge, and emotional value belong to the higher level. (3) Destination loyalty is driven not only by tourist behavior (in-role) but also by citizenship behavior (extra-role). Based on the perspective of role switching, this paper establishes the theoretical framework of role switching in the era of value co-creation and proposes some strategic suggestions for marketing transformation.

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Section: Destination Loyaltymentioning

confidence: 99%

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Tan

Liu

et al. 2021

JTAER

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“…Customer loyalty is the primary objective of relationship marketing and is often equated with the relationship marketing concept [27]. Customer loyalty is not only behavior, but it is also a function of basic psychological factors [28]. However, there is no general consent in measuring customer loyalty in the marketing literature [29].…”

Section: Customer Loyaltymentioning

confidence: 99%

Customer Loyalty of Traditional Market the Role of In-Store Logistics, Store Image and Satisfaction

Najib¹

2022

Proceedings of the Universitas Lampung International Conference on Social Sciences (ULICoSS 2021)

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The main purpose of this study was to analyse the effect of in-store logistics on store image, customer satisfaction, and loyalty in the context of the Indonesian traditional market. The proposed model also points to examine the relationship between in-store logistics, stock images, satisfaction, and commitment. A survey was conducted on 400 shoppers in 16 traditional markets around West Java, Indonesia. The methodology used consists of two stages. The first step was to check the construct validity through Convergent Validity (CV), Average Variance Extracted (AVE), Construct Reliability (CR), and Discriminant Validity (DC). Secondly, a structural equation model procedure was used to test the proposed research model. The results of this research indicate that in-store logistics positively influences store image and Loyalty. Nevertheless, it negatively affects satisfaction. Furthermore, store image positively influences satisfaction, but it negatively influences loyalty. Similarly, satisfaction also positively influences loyalty. However, it negatively affects satisfaction. Furthermore, store image positively influences satisfaction, but it negatively influences loyalty. Similarly, satisfaction also positively influences loyalty. Store image and satisfaction are mediating the relationship between in-store logistics and loyalty

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“…Loyalty is a common concept that has been extensively studied in relation to marketing in recent decades. Berkowitz et al (1978) defined customer loyalty towards a specific product as repetitive purchase behaviour that reflects the choice to buy the same product. Customer loyalty can be categorised as behavioural loyalty or attitudinal loyalty (Bandyopadhyay and Martell 2007;Webb 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

Understanding the effects of travel demand management on metro commuters’ behavioural loyalty: a hybrid choice modelling approach

2021

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As part of efforts to promote sustainable mobility, many cities are currently experiencing the rapid expansion of their metro network. The consequent growth in ridership motivates a broad range of travel demand management (TDM) policies, both in terms of passenger flow control and dynamic pricing strategies. This work aims to reveal the impact of TDM on metro commuters' behavioural loyalty using stated preference data collected in Guangzhou, China. Commuters' behavioural response to TDM strategies is investigated in terms of the possible shift in departure time and travel mode. A hybrid choice model framework is used to incorporate four latent variables of interest, i.e., service quality, overall impression, external attractiveness and switching cost, into the discrete choice model and thereby capture the relationships between the attitudinal factors and observed variables. The model estimation results indicate that the four latent variables all prove useful in interpreting commuters' behavioural loyalty. Commuters' perceived service quality and overall impression both show a positive effect on their willingness to continue travelling by metro and are thus instructive for ridership retention. External attractiveness is found to be significant only in the case of the tendency to shift to a private car. Switching costs reveal commuters' emotional attachment to their already developed commuting habit. These insights into commuters' behavioural change intention enable metro operators to enhance commuters' loyalty to their service and develop more effective TDM strategies in future practice. Keywords behavioural change • nested logit model • attitude • factor analysis • SP-off-RP survey • urban rail transitSection 5 reports the model estimation results and discusses the policy implications. In the last section, the conclusions drawn from the above content are summarised, and directions for future work are discussed.

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Brand Loyalty: Measurement and Management

Cited by 14 publications

References 0 publications

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Customer Loyalty of Traditional Market the Role of In-Store Logistics, Store Image and Satisfaction

Understanding the effects of travel demand management on metro commuters’ behavioural loyalty: a hybrid choice modelling approach

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