Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship

Pozza, Ilaria Dalla; Heitz-Spahn, Sandrine; Texier, Lionel

doi:10.1080/0965254x.2017.1299785

Cited by 20 publications

(15 citation statements)

References 26 publications

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“…In the literature, there is still lack of unified consensus among the scholars on the starting and ending period of Gen Y cohort. One group of scholars identify Gen Y as individuals born after 1980 (Khera & Malik, 2017;Lub et al, 2012;Messarra et al, 2016;Ordun, 2015), while another group of researchers refer the late 1970s as the starting point (Dalla Pozza et al, 2017;Quintal et al, 2016;Reis et al, 2016;San et al, 2015). However, such variation in the timeline is acceptable due to the dissimilarities that prevail among countries and cultures (Soares et al, 2017).…”

Section: Gen Ymentioning

confidence: 99%

“…However, such variation in the timeline is acceptable due to the dissimilarities that prevail among countries and cultures (Soares et al, 2017). For this study, individuals who were born within the year 1977 and 1994 are defined as the members of Gen Y cohort recommended by recent scholars (e.g., Cham et al, 2018;Chen & Chou, 2019;Dalla Pozza et al, 2017;Husnain et al, 2019;Quintal et al, 2016;Tangsupwattana & Liu, 2017). Historically, Gen Y members are considered as the most vibrant generation and economically an active market segment (Tudorache et al, 2019).…”

Section: Gen Ymentioning

confidence: 99%

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The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

SAGE Open

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Facing immense competition, retailers across the globe are experiencing reduction in their customer loyalty. This decreasing trend is even more observable in the superstore retailing in Bangladesh; especially whose target market is young cohort (Generation Y [Gen Y]). As a result, it is vital for the superstore owners to ascertain the factors affecting the customer loyalty of Gen Y. The main purpose of this study is to investigate the influence of service quality and corporate image on customer loyalty of Gen Y in the retail superstores of Bangladesh. A total of 325 Gen Y shoppers were surveyed from four leading superstores in Bangladesh using a structured questionnaire. Smart-PLS 3.0 software was used to validate the collected data and test the statistical significance of the path relationships by following structural equation modeling. The results indicate that Gen Y customers’ loyalty toward the superstores is positively and significantly influenced by both service quality and corporate image. The outputs also reveal that service quality indirectly affects Gen Y customer loyalty toward superstores with an intervening role of corporate image. Research implications from theoretical and practical standpoints as well as the recommendations for forthcoming study are also provided.

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Section: Gen Ymentioning

confidence: 99%

Section: Gen Ymentioning

confidence: 99%

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

SAGE Open

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“…As one of the generational cohorts identified in literature, Gen Y has been of extreme importance to today's marketers. Individuals born in the years between 1977 and 1994 are considered members of Gen Y (Cham, Ng, Lim, & Cheng, 2018;Dalla Pozza, Heitz-Spahn, & Texier, 2017). Despite the disagreements between researchers on the discrepancy with respect to the starting and ending period of Gen Y cohorts, such variation is still tolerable due to the dissimilarities among countries and societies (Soares, Zhang, Proença, & Kandampully, 2017).…”

Section: Generation Ymentioning

confidence: 99%

The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

Alam

2020

Malaysian Management Journal

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Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.

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“…In the insurance supply chain, the first point of contact of insurance products and customers occurs in the retail distribution and this has great importance (see Dalla Pozza et al, 2017). Usually influenced by different factors, Hilliard et al (2013) highlighted the studies on the economic rationales for different distribution systems, insurer relationships with and remuneration of agents and brokers, and the regulation of distribution.…”

Section: Literature Reviewmentioning

confidence: 99%

The key role played by intermediaries in the retail insurance distribution

Dominique-Ferreira

2018

IJRDM

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Purpose The insurance market has high churn rates because customers’ purchase decision-making process and claims management rely heavily on intermediaries. The purpose of this paper is to investigate the role played by insurers and intermediaries in customer satisfaction, as well as in the preferences of customers regarding the purchase decision-making process. Design/methodology/approach The first step was to select the most important attributes for Portuguese insurance customers. Three focus groups were conducted (using B2C and B2B markets), and data from Portuguese car insurance customers were gathered through an ad hoc questionnaire. Structural equation models and the multidimensional scaling unfolding model were applied. Findings Intermediaries play a key role in the retail insurance distribution channels by influencing customer satisfaction, claims management and the purchasing process (premium acceptance). Practical implications Because of the influence that intermediaries have on customer satisfaction, insurers should improve their partnerships (back office support) with intermediaries. Originality/value The study contributes to the retail distribution literature of the insurance sector by providing empirical evidence of the impact of intermediaries on customers’ satisfaction.

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Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship

Cited by 20 publications

References 26 publications

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

The key role played by intermediaries in the retail insurance distribution

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