Customer engagement behaviors: The role of service convenience, fairness and quality

Roy, Sanjit Kumar; Shekhar, Vaibhav; Lassar, Walfried M.; Chen, Tom

doi:10.1016/j.jretconser.2018.07.018

Cited by 196 publications

(133 citation statements)

References 86 publications

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“…Some prior studies have attempted to explain that service quality is related to customer engagement (Lee et al, 2018, Roy et al, 2018a, Roy et al, 2018b, Verleye et al, 2013. Customer engagement refers to emotional bonding with a brand or medium which leads to more interaction with the object (Thakur, 2018).…”

Section: Service Quality and Customer Engagementmentioning

confidence: 99%

“…According to some previous studies, customer engagement may influence customer loyalty (Chen and Rahman, 2017, Prentice et al, 2019, Roy et al, 2018b, Lee et al, 2018. Prentice et al (2019) have examined the relationship between social identification, customer engagement and purchase intention of a social community.…”

Section: Customer Engagement and Customer Loyaltymentioning

confidence: 99%

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Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

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Journal of Islamic Marketing SERVICE QUALITY, RELIGIOSITY, CUSTOMER SATISFACTION, CUSTOMER ENGAGEMENT AND ISLAMIC BANK'S CUSTOMER LOYALTY ABSTRACT PurposeThis study investigates the influential factors of customer loyalty to Islamic Bank, namely service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra Indonesia. This research deployed purposive sampling and analyzed the data by using Covariance Based Structural Equation Modelling (CB-SEM). Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality-customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implicationsThis study is a combination of cross-sectional and a single country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection and conducted in other countries (e.g., ASEAN countries) would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g., customer value co-creation and customer commitment), hence, the future study may investigate those factors. Practical implicationsBy considering these Islamic banks' antecedents, the Islamic banks might enhance their customer loyalty. Second, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision making. Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic bank which is neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationship between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole which have been limited previously.

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Section: Service Quality and Customer Engagementmentioning

confidence: 99%

Section: Customer Engagement and Customer Loyaltymentioning

confidence: 99%

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Abror

Patrisia

Engriani

et al. 2019

JIMA

View full text Add to dashboard Cite

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“…While looking at the literature explaining the role of the assumed mechanism in predicting CCB, very few studies highlight these associations. For instance, Roy, Shekhar, Lassar and Chen [35] found that service quality influences customers' engagement towards the product, brand and firm, and that they influence other customers to use the products/services, while such behavior is an important dimension of customer citizenship behavior. CSR investment is also found to influence customers' perceptions, attitudes, and behavior towards the firm.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers

et al. 2020

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Researchers and scholars have widely attributed corporate social responsibility (CSR) to enormous outcomes. However, the customer-specific outcomes are either less investigated or lack clarity. By focusing on perceptual, attitudinal and behavioral outcomes of CSR, this study entails that CSR influences customers’ citizenship behavior (behavioral outcome) both directly and indirectly (through service quality and affective commitment—perceptual and attitudinal outcomes). Survey data collected from 669 fast-food restaurant customers were analyzed through the structural equation modeling technique. The results revealed a positive and significant relationship between restaurants’ CSR efforts and customers’ behavioral responses in terms of citizenship behavior. Findings also highlight that CSR does not only have a direct relation but the sequential mediation mechanism also exists. The study extends the existing literature by focusing on the ignored causal link of CSR and customer citizenship behavior (CCB) by considering the service quality and affective commitment as an explanatory mechanism, and provides certain practical implications which could also be useful for managers of the restaurant industry to devise their socially responsible practices.

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“…The interaction between service suppliers and customers could be related to unsolved complaints, and implies in such cases that the service failure is creating a bad image of the expected service ideal [27]. Furthermore, Roy et al [28] provide useful insights examining the role of service convenience in eliciting customer engagement behaviors. Authors such as Roy et al [28] highlight the role of service convenience, service fairness, and service quality in eliciting customers' engagement behaviors, such as customer help services.…”

Section: Service Delivery's Role In Remarkable Customer Experiences Ementioning

confidence: 99%

“…Furthermore, Roy et al [28] provide useful insights examining the role of service convenience in eliciting customer engagement behaviors. Authors such as Roy et al [28] highlight the role of service convenience, service fairness, and service quality in eliciting customers' engagement behaviors, such as customer help services.…”

Section: Service Delivery's Role In Remarkable Customer Experiences Ementioning

confidence: 99%

Exploring the Role of Service Delivery in Remarkable Tourism Experiences

Rivera

Sampaio

et al. 2019

Sustainability

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The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer's happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.for new experiences [7]. Despite differences related to customer-oriented services, many companies in sectors characterized by higher offer availability, such as tourism, try to know the current most effective way to win the battle. In such cases, services need to manage customer behaviors to become authentic. Thus, customer delight (CD) has been studied in different scenarios describing the positive state reached by customers having memorable experiences [8].While satisfaction results from a process where a customer compares their expectations of performance to their perceptions of performance and finds these two within the tolerance zone, delight is considered an extreme level of satisfaction, where expectations are exceeded beyond the tolerance zone. According to Parasuraman [9], the tolerance zone establishes the difference between the desired service level and the level of service considered adequate. Both concepts share a clear similarity in the dominant role of the disconfirmation theory, which states that delight is a natural evolution from satisfaction [10]. Thus, Torres [11], whose study was founded on psychology literature, defines the difference between customer satisfaction (CS) and CD, underlining that delight is more affective, whereas satisfaction is more attitudinal. Furthermore, in comparison with satisfaction, delight has a higher impact on post-consumption behaviors, such as loyalty [10].Customers perceive the same service in different ways depending on their previous experiences, cultural factors [12], or need's hierarchy [13]. A customer's delight perception of a service may even diverge from what the servi...

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Customer engagement behaviors: The role of service convenience, fairness and quality

Cited by 196 publications

References 86 publications

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers

Exploring the Role of Service Delivery in Remarkable Tourism Experiences

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