Loyalty: A Strategic Commitment

Bowen, John T.; Shoemaker, Stowe

doi:10.1177/001088040304400505

Cited by 163 publications

(148 citation statements)

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“…Ref. [13] believed that customer loyalty is the key factor that determines the likelihood of customers re-purchasing behavior. Ref.…”

Section: Customer Loyaltymentioning

confidence: 99%

Exploring the Impact of Service Quality on Online Customer Loyalty

Lin¹,

Chiu²,

Huang³

et al. 2017

IJEEEE

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Abstract:With the development of science and technology in an environment of constant innovation, online shopping has become a major consumer trend of the times. A survey done by the Institute for Information Industry showed that the total Internet transactions of Taiwan reached NTD 1127.8 billion in 2016, suggesting that e-commerce is continuously expanding. This study utilized consumers of online bookstores as research subjects to explore the impact of website service quality on customer loyalty, as well as the influence of asset specificity on the relationship between service quality and customer loyalty. The results revealed that enhancing website convenience, providing preferential prices, reinforcing website security, designing easy-to-use interfaces and functionalities, and increasing flexibility of customer service could improve service quality, thereby substantially increasing customer loyalty. In addition, the establishment and strengthening of asset specificity of the website to its customers can help facilitate customers' awareness of service quality, thereby increasing customer loyalty.

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“…Ref. [13] believed that customer loyalty is the key factor that determines the likelihood of customers re-purchasing behavior. Ref.…”

Section: Customer Loyaltymentioning

confidence: 99%

Exploring the Impact of Service Quality on Online Customer Loyalty

Lin¹,

Chiu²,

Huang³

et al. 2017

IJEEEE

View full text Add to dashboard Cite

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“…Increased loyalty means additional purchases, and loyal customers are less likely to switch based on competitive prices (Bowen and Shoemaker 1998).…”

Section: Customer Loyaltymentioning

confidence: 99%

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Tran

Strutton

2016

Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing?

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titles.Old Spice cleverly used a handsome actor to play the Old Spice Man character for a Super Bowl commercial in 2010. After the game, this Old Spice commercial was viewed more than 13 million times on YouTube, a social media video-sharing site. This viral marketing campaign, also known as electronic word-of-mouth (E-WOM), propelled the Old Spice brand into the forefront of consumers' minds, increased brand awareness, and inspired people to share the video links with their family, friends, and co-workers.The rapid growth of E-WOM is an indication of consumers' increased willingness to convey marketing messages to others. However, despite this development, marketing academics and practitioners do not fully understand this powerful form of marketing. This dissertation enriches our understanding of E-WOM and how e-servicescape may lead to E-WOM. To that end, stimulus-organism-response theory and the network co-production model of E-WOM are applied to investigate the relationships between e-servicescape, trust, E-WOM intentions, customer loyalty, and purchase intentions. Two forms of E-WOM were examined, namely emails and social network postings. E-servicescape is defined as the online environmental factors of a marketer's website. E-servicescape is composed of three main dimensions, including aesthetic appeal, financial security, and layout and functionality. This study used cross-sectional customer data from a single e-tailer. Structural equation modeling was used to analyze the responses. Customer reviews was added as an additional subdimension of e-servicescape. The findings suggest e-servicescape positively impacts trust, which in turn positively influences E-WOM and customer loyalty. Moreover, two groups of customers were compared using multi-group analysis, where one group of users received emails and the other group received social network postings from the same e-tailer. Overall, the results indicated emails had a stronger impact on e-servicescape, E-WOM, and customer loyalty. Social networking site postings had slightly greater influence on trust, and two sub-dimensions of eservicescape, i.e., interactivity and ease of payment.These findings contribute to the marketing research on E-WOM theory and electronic commerce shopping behavior. In particular, the sub-dimension of customer reviews is added to e-servicescape. This study yields practical implications for marketers in understanding consumers' perceptions of websites and how to better design sites. In addition, these findings add to knowledge on how to engender consumers' trust and customer loyalty online. Finally, this research provides suggestions for firms wanting to create marketing campaigns that will lead to E-WOM. Overview of E-WOM E-WOM is defined as "forwarding actions through email, instant messaging or other communication media that are of high 'addressability'" (Ho and Dempsey 2010, p. 1000). E-WOM communication is traditional word-of-mouth (WOM) behavior evolved and adapted to electronic media, where individuals often convey messages in...

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“…Cognitive, affective, and cognitive antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences [19]. Loyalty is the likelihood of a customer's returning to a hotel and that person's willingness to behave as a partner to the organization (e.g., spend more while on property, not serve on advisory panels, and tell management when problems occur) [20]. Latent loyalty occurs when customers purchase the service frequently, even though they feel a strong emotional attachment to the service.…”

Section: Customer Loyaltymentioning

confidence: 99%