Does consumers' personal reciprocity affect future purchase intentions?

Wei, Wu; Chan, Tsang Sing; Lau, Heng Hwa

doi:10.1362/026725708x306130

Cited by 36 publications

(36 citation statements)

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“…Reciprocity is regarded as one of the key ingredients that can strengthen a long-lasting consumer-firm relationship (Fournier et al, 1998). In previous work (Morales, 2005;Wu et. al., 2008), Personal Reciprocity of a consumer has been considered as the consumer's conscious tendency to engage in a reciprocal and mutually beneficial relationship with a brand provider.…”

Section: Hypothesis 2bmentioning

confidence: 97%

Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

Gunarathne

Rui

2015

2015 48th Hawaii International Conference on System Sciences

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Section: Hypothesis 2bmentioning

confidence: 97%

Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

Gunarathne

Rui

2015

2015 48th Hawaii International Conference on System Sciences

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“…This has been identifi ed as a critical element in relationship marketing (Hoppner, Griffi th, & White, 2015). For the purposes of this study and drawing on Wu, Chan, & Lau (2008), brand reciprocity refers to a kind of intrinsic motivation to respond to the acts of a related brand. When consumers perceive strong benefi ts and that outweigh the costs of interactions with brands, they tend to reward brands and maintain a brand relationship.…”

Section: Green Brand Reciprocitymentioning

confidence: 99%

Measuring Green Brand Equity in Relationship Interactions and its Impact on Brand Loyalty Autori:

Li¹,

Juan²,

Sun³

2019

RCIS

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This manuscript attempts to defi ne the dimensions of green brand equity from the perspective of relationship interactions and explores their impacts on brand loyalty. Through a literature review and questionnaire-based research, this paper employs structural equation modeling to test the proposed model in a case study (green fl ooring products). The results indicate that interaction-based green brand equity is comprised of fi ve aspects of green brands: image, reciprocity, attachment, trust, and satisfaction. The fi ndings demonstrate that interaction-based green brand equity has a signifi cant infl uence on brand loyalty. This study strengthens the understanding of interaction-based green brand equity, and also provides a perspective for interactive communication between green brands and consumers.

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“…Meanwhile customer loyalty and complaint were influenced by satisfaction (Wu, Chan, & Lau, 2008). Studies related to the influence of service quality on customer satisfaction assessed by national satisfaction index have been done by many researchers and they proved that service quality positively influenced customer satisfaction (Baker & Crompton, 2000;O'Loughlin & Coenders, 2004;Ciavolino & Dahlgaard, 2007;Park, Heo, & Rim, 2008).…”

Section: Service Qualitymentioning

confidence: 99%

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Lanin¹,

Hermanto

2017

JGP

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This research discuss about the Reinforcement of Foreigner Satisfaction Concept in immigration service in Indonesia. Policy implementation and law enforcement will be much easier if the government can gain trust from its citizen (Zhao and Hu, 2015), even in a more extreme case, the low trust in government can push reformation (Salim et al., 2017). Immigration service is not only provided for Indonesian but also for foreigners that enter Indonesia territory. Few immigration services provided for foreigners are visa and stay permit extension, stay permit shifting, multiple exit re-entry permit, and dual citizenship for children under 18 years old. This research aims to prove the influence of equity and disconfirmation satisfaction on CSI as intervening variables in order to re-formulate the more representative CSI concept. This was a quantitative research that was conducted in Padang Immigration Office. It aims to uncover the influence of service quality on CSI directly and the influence of it when it was interfered by equity and disconfirmation and to re-formulate the CSI by strengthening the foreigner satisfaction concept. The sample was taken by using stratified proportional random sampling technique. The sample was counted by using Slovin formula. Based on all findings and discussion above, we concluded that the reinforcement of foreigner satisfaction concept can be done by adding equity satisfaction and disconfirmation satisfaction into existing CSI model because both of them can increase the influence of service quality on SCI. It meant that in assessing the foreigner satisfaction by using CSI, there are other variables that have to be considered in order to assess it comprehensively and meet with foreigner's expectation. Furthermore, the proposed hypothetic model was proved and it can be accounted for academically. The model can be used as the conceptual cornerstone by other researchers to do other studies related to service quality and CSI. Keyword: Reinforcement, Foreigner, Satisfaction Concept, Immigration, Indonesia. ABSTRAKPenelitian ini membahas tentang penguatan konsep kepuasan orang asing dalam 202pelayanan keimigrasian di Indonesia. Implementasi kebijakan dan penegakan hukum akan jauh lebih mudah jika pemerintah dapat memperoleh kepercayaan dari warganya (Zhao dan Hu, 2015), bahkan dalam kasus yang lebih ekstrem, kepercayaan pemerintah yang rendah dapat mendorong reformasi (Salim et al., 2017). Layanan imirasi tidak hanya disediakan untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi yang diberikan kepada orang asing adalah perpanjangan visa dan izin tinggal, perizinan izin tinggal, izin masuk kembali, dan kewarganegaraan ganda untuk anak dibawah 18 tahun. Penelitian ini bertujuan untuk membutktikan adanya pengaruh kepuasan ekuitas dan kepuasan disconfirmation pada CSI sebagai variable intervening dalam rangka merumuskan kem...

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Does consumers' personal reciprocity affect future purchase intentions?

Cited by 36 publications

References 0 publications

Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

Measuring Green Brand Equity in Relationship Interactions and its Impact on Brand Loyalty Autori:

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

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