Enhancing online-to-offline specific customer loyalty in beauty industry

Leung, Polly P. L.; Wu, Chun-Ho; Ip, W. H.; Ho, G.T.S.

doi:10.1080/17517575.2018.1527042

Cited by 13 publications

(5 citation statements)

References 37 publications

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“…Furthermore, subsequent loyalty intentions are determined by their satisfaction with each service type [82,83]. In this regard, prior research has identified several factors that influence the customer satisfaction and loyalty intentions link [84,85]. More specifically, Dagger and David [86] asserted that the association between customer satisfaction and customer loyalty becomes stronger when relationship benefits are high.…”

Section: The Dynamics Of the Satisfaction-loyalty Intentions Linkmentioning

confidence: 99%

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Kim

2023

Sustainability

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Hotels and their online agencies have an interplay effect on the online-to-offline (O2O) platform. Since the new platform cannot do business with one service provider alone, understanding the changes in attributes that determine service satisfaction during subsequent consumption events is crucial. Despite such interrelationships between online agency services and offline hotel services, there remains a dearth of empirical research on this issue. Grounded in the consumption system approach, the present paper attempted to empirically examine the temporal, carryover, and interplay relationships among service attributes, customer satisfaction, and loyalty intentions in the hotel O2O commerce context. We developed a conceptual model for the establishment of consumption systems that consist of two different service providers and tested it using two time-lag interval data. The results showed that the relationship between attribute-level ratings and satisfaction is dynamic for both tourism websites and hotels. In particular, we found that changes in online tourism website attributes are more dynamic than changes in hotel attributes. Furthermore, while the tourism website satisfaction–hotel loyalty intentions linkage strengthens during consumption episodes, the hotel satisfaction–tourism website loyalty intentions linkage weakens, demonstrating the difference in temporal effects on O2O businesses. Meanwhile, although the relationship between satisfaction and loyalty intentions are strengthened in the online tourism sector, the same relationship if weakened in the hotel sector. Finally, we found no carryover effects in the Chinese hospitality sectors.

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Section: The Dynamics Of the Satisfaction-loyalty Intentions Linkmentioning

confidence: 99%

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Kim

2023

Sustainability

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“…In addition, most of the technicians in the beauty industry and customers are in contact with each other. Therefore, the technicians provide good products and services to each other and the customers in a good consumer atmosphere, will book the next beauty service ( Leung et al, 2019 ). The labor-intensive service industry does not have production, distribution, and logistics like physical shopping malls, because it has talent deployment or manpower matching to meet customer demand.…”

Section: Literature Reviewmentioning

confidence: 99%

Beauty Consumption Matchmaking Mechanism for Confirming the Requirement Specification of App Development in the Post-COVID-19 Era

Chang

Hsu

2022

Front. Psychol.

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COVID-19 began to spread worldwide in early 2020. Various governments have taken measures such as isolation, travel bans, and evacuation, mandating people to wear masks and go out less, in an attempt to prevent the spread of the virus. Governments also restrict human contact service industries, including beauty and hair salons. When the pandemic was very serious, consumers had great doubts about going for hairdressing so the beauty industry was greatly affected. This study designed and developed an app platform that considers the COVID-19 and is used for the psychological role of consumer safety. The methodology of this research is a qualitative study. Based on the Capability, Opportunity, Motivation, Behavior (COM-B) model, and presenting the context of capabilities, opportunities, and motives of the theoretical framework, this study investigates the factors that identify the demand for the development of the platform for the beauty industry app matching mechanism. Four groups of people including consumers, beauty technicians, store managers, and application development engineers all conduct interviews based on their ability, opportunity, and motivation after experiencing the using application of OpenBeautiful. The results found that all groups of people already had the knowledge and ability to avoid infection in a pandemic, so it was possible to establish the need and feasibility of using the app platform. The use of the beauty industry app platform can bring new consumption patterns and career opportunities, and can trigger more business behavior activities. Therefore, this study starts from the COM-B model, and then explores the user needs of the platform according to the COM-B model framework, and proposes the mechanism and platform of app matching. Finally, based on the conclusion of the study, we propose practices and suggestions for the future operation of the app matching platform.

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“…Another extension would be to analyse online-to-offline marketing in the mobile gaming context. Once gamers have been attracted to the virtual world of a game, they can become potential consumers of related products in the real world (Leung et al, 2019). Gamers' experiences can be enhanced by means of additional services and experiences offered in the offline channel.…”

Section: Limitations and Further Researchmentioning

confidence: 99%

The Effect of Use, Overuse, and Appeal of Mobile Game App on Add-Ons Purchases and Players Recruitment

Camarero

José

Jiménez

et al. 2021

Journal of Organizational and End User Computing

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Even though the mobile games industry has grown substantially over the last few years, one permanent challenge which remains is to monetize it and to continue reaching new players. Current players contribute to this aim by purchasing mobile game accessories and by recruiting players. The current work analyses how the present use of the game and its appeal contribute to these behaviors. Results with information obtained from a sample of app gamers show that using a game app can have positive effects on recruitment, a notion reinforced when the level of performance rises, while overuse of the game app may lead to a feeling of addiction or shame that reduces new player recruitment. In addition, the game's perceived appeal (experiential value, procedural justice, and prestige) are also related with investing in new products and with recruitment.

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Enhancing online-to-offline specific customer loyalty in beauty industry

Cited by 13 publications

References 37 publications

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Beauty Consumption Matchmaking Mechanism for Confirming the Requirement Specification of App Development in the Post-COVID-19 Era

The Effect of Use, Overuse, and Appeal of Mobile Game App on Add-Ons Purchases and Players Recruitment

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