Mediating roles of emotion and experience in the stimulus-organism-response framework in higher education institutions

Goi, Mei Teh; Kalidas, Vigneswari; Yunus, Norzita

doi:10.1080/08841241.2018.1425231

Cited by 35 publications

(23 citation statements)

References 49 publications

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“…The S-O-R paradigm was developed by Mehrabian and Russell (1974) and appeared as a widely used guiding framework in the field of consumer behavior (Chang et al, 2011;Choi & Kandampully, 2019;Goi et al, 2018). In the S-O-R framework, stimulus (S) is a variable that affects the inner state of consumers, known as organism (O), which in turn elicits the behavioral responses (R).…”

Section: The S-o-r Modelmentioning

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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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: The S-o-r Modelmentioning

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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“…William (2008) also pointed out that quality of service/store social and physical environment, satisfaction and loyalty are a succession of interdependent factors that have causal relationships. In addition, based on the SOR model, many studies clarified that CS is a mediating factor between consumer perception of service, store environment quality and customer intentions (Lin and Mattila, 2010;Lin and Liang, 2011;Goi et al, 2018). When stores directly or indirectly provide valuable resources and pleasure experience to customers through their physical (e.g.…”

Section: Customer Satisfaction As a Mediatormentioning

confidence: 99%

Storescape and customer loyalty: employee citizenship behaviour towards customers as a catalyst

Gorji

Siami

Grimmer

et al. 2021

APJML

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PurposeThe purpose of the current paper is to examine the relationship between storescape (retail's physical and social environment factors) and customer loyalty (CL) and how employee citizenship behaviour towards customer (ECB-C) facilitates this relationship.Design/methodology/approachThis study used a descriptive quantitative, non-experimental research method using a cross-sectional design with a self-administered questionnaire. In total, 415 department store customers in Australia responded to the survey through an online panel provider.FindingsResults confirmed the significance of all relationships between physical and social storescape factors, customer satisfaction (CS) and loyalty, except the direct effect of physical factors on CL. The findings also highlighted the interaction effect of ECB-C in the relationship between storescape factors, satisfaction and CL, indicating that these effects are stronger at higher levels of ECB-C than lower levels.Practical implicationsThe study provides insights for department store retailers, practitioners and marketing managers into the role of ECB-C in forming and shaping CS and loyalty, especially when there is a lack of storescape effect on CS and loyalty.Originality/valueThis study extends the consecutive relationship of the stimulus–organism–response (SOR) model by adding ECB-C as a moderator. The study employed resource exchange (RE) theory to investigate the direct effect of storescape on CL beyond its indirect effect through organism suggested by the SOR model.

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“…This framework suggests that some environmental aspects provoke the individual's emotional and cognitive condition, resulting in certain behaviors (Kamboj et al, 2018). The most important purpose of developing an S-O-R model is that change in stimulus can bring a significant change in response (Goi et al, 2018). Two typical responses to different stimuli are approach and avoidance (Fiore and Kim, 2013).…”

Section: Theoretical Basis and Research Hypothesis 21 Stimulus-organism-response Modelmentioning

confidence: 99%

Research on the influence of balance patch on players' character preference

Wang

Yang

et al. 2020

INTR

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PurposeThe balance patch is an important but not well studied area to maintain game fairness and improve player entertainment. In this paper, we examine the effect of balance patch on player's character preference and further explore the moderating effect of psychological distance and character selection pattern.Design/methodology/approachIn study 1, a web crawler was used to get server-side data of 40, 974 multi-player online battle arena (MOBA) players through official application programming interfaces (APIs). A paired-T test and a stepwise regression were performed to verify the hypothesis. In study 2, a 2-patch type (buff vs nerf) × 2 psychological distance (near vs distant) × 2 character selection pattern (stable vs variable) between-subjects design was adopted to confirm the empirical conclusions through questionnaire survey design and further explored the mediating effect of patch adjustment perception.FindingsThe analyzed results showed that the buff patch led to an increase in players' character preference, while the nerf patch led to a decrease in players' character preference. Moreover, the main effect was mediated by patch adjustment perception. Furthermore, psychological distance and character selection pattern both moderated the relationship between balance patch and character preference changes. The character preference of the near psychological distance increased more significantly elicited by buff patches and decreased more significantly in an adverse situation. Similarly, players with variable selection pattern of characters were more sensitive to the stimuli, and the character preference of the variable group changed more significantly than that of the stable group caused by balance patch release.Originality/valueThis paper studies the influence of a patch on the balance of character strength on player preference, which expands the research on game balance and fairness. The present results contribute to the theoretical research on consumer behavior of psychological distance and character selection pattern elicited by balance patches. Meanwhile, the results indicate that psychological distance theory can apply to the study of the relationship between players and virtual characters.

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Mediating roles of emotion and experience in the stimulus-organism-response framework in higher education institutions

Cited by 35 publications

References 49 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

Storescape and customer loyalty: employee citizenship behaviour towards customers as a catalyst

Research on the influence of balance patch on players' character preference

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