Role of social currency in customer experience and co-creation intention in online travel agencies: Moderation of attitude and subjective norms

Singh, Anurag; Rana, Nripendra P.; Parayitam, Satyanarayana

doi:10.1016/j.jjimei.2022.100114

Cited by 30 publications

(17 citation statements)

References 68 publications

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“…Customer experience has become a new and effective effort for companies to increase customer value. It is essential to create customer engagement efforts to develop extra value (Kotler et al, 2021;Singh et al, 2022). If the company provides a high-quality customer service experience, the company can achieve a vital marketing outcome, namely loyalty (Bueno et al, 2019;Khan et al, 2020).…”

Section: Discussionmentioning

confidence: 99%

“…Customer experience has become a new, reasonably practical effort for companies to increase customer value. It is vital to create customer engagement efforts to develop extra company value (Kotler et al, 2021;Singh et al, 2022). Thus, companies are starting to innovate to improve customer experience besides product offerings (Kumar et al, 2022).…”

Section: Customer Experience On Brand Loyaltymentioning

confidence: 99%

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How Does Conventional Travel Agent Services Enhance Brand Loyalty? The Relationship Between Customer Experience, Brand Credibility, and Brand Trust

Andriyani

Yudhistira

2023

J. Theor. Appl. Manage.

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Objective: This study examines the relationship between customer experience and brand loyalty mediated by brand credibility and brand trust. Design/Methods/Approach: Primary data was collected using a questionnaire with a purposive sampling technique. A total of 363 respondents who had used one of the conventional travel agent services in Bali participated in this study. The Partial Least Square Structural Equation Model (PLS-SEM) was used to analyze the data through outer and inner models using SmartPLS 4. Findings: This study discovered that customer experience positively has a direct and indirect impact on brand loyalty with the mediating effect of brand credibility and brand trust. Originality: The existing literature supports the direct influence of customer experience on brand loyalty in various industries. However, no other study has investigated the mediating role of brand credibility and brand trust on the relationship between customer experience and brand loyalty. This comprehensive study filled the gap between customer experience and brand loyalty in travel agent services. Practical/Policy implication: This study offered managerial implication. By considering customer experience a competitive advantage, managers can actively evolve several experiential marketing strategies to cultivate brand credibility and trust to impact brand loyalty.

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Section: Discussionmentioning

confidence: 99%

Section: Customer Experience On Brand Loyaltymentioning

confidence: 99%

How Does Conventional Travel Agent Services Enhance Brand Loyalty? The Relationship Between Customer Experience, Brand Credibility, and Brand Trust

Andriyani

Yudhistira

2023

J. Theor. Appl. Manage.

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“…Based on a population of 37,318 outpatients at the Bunda General Hospital in Purwokerto, 380 outpatients were sampled based on Krejci and Morgan tables (Hughes-Belding et al, 2022;Kapadia et al, 2022;Kumar et al, 2022). The relationship between these variables shows that satisfaction is influenced by service quality which will also affect customer loyalty (Masuda et al, 2022;Ng & Luk, 2019;Singh et al, 2022). Thus the conceptual framework in this research can be made as follows:…”

Section: Methodsmentioning

confidence: 99%

Factors Affecting Patient Loyalty Through Intervening Patient Satisfaction at Bunda Hospital Purwokerto

Doddy

Wulandari

2023

IJMSA

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This paper aims to measure patients' satisfaction and comprehend their assumptions, which are important for hospital management in responding to customers' growing demand for quality healthcare services. This study used a quantitative approach in the form of a survey method. The findings revealed that Bunda Hospital Purwokerto's quality services have a positive effect on outpatient satisfaction. Successful service organizations understand the complexities and multidimensionality of quality. However, they must decide which aspects to compete in and improve, as well as strategically focus their efforts on responding to those customer-driven areas. Improvement in a hospital can be accomplished through a variety of methodologies, philosophies, and tools that focus on other areas of the business.

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“…(Butler et al, 2012). Subjective norms has been selected as a moderator due to its relevance in social sciences as evident from a number of contemporary articles (Winter et al, 2022;Roh et al, 2022;Izquierdo et al, 2022;Singh et al, 2022)…”

Section: Subjective Normsmentioning

confidence: 99%

Emotional or Functional Positioning? Exploring Drivers of Purchase intention for High-end Consumer Brands

Khattak

Billah

2023

SIJMB

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This research study aims to investigate the impact of functional and emotional benefit positioning on purchase intention with the mediating role of brand attitude and moderating role of subjective norms. The study has been conducted on high end clothing brands catering to the female target audience. Data was gathered from a sample of 200 female users of these brands and analysis was done using Process macro by Hayes moderated mediation model 14 in SPSS. Results of the analysis supported five of the proposed hypotheses showing that functional benefit has the strongest relationship with purchase intention, followed by emotional benefits. The moderator subjective norms and mediator brand attitude did not have a significant impact which implies that choice of selecting clothing brands is mainly influenced by the quality, design, functional attributes and qualities. Furthermore, consumers value those emotional benefits which satisfy their social expression needs. Consumers buy their favorite, well known brands mainly on the basis of brand performance as compared to influence by subjective norms, i.e., opinion of family or friends. Our research provides a theoretical contribution by applying the renowned Theory of reasoned action to a new avenue of study. It also widens the range of factors that can help brands in adopting positioning strategies. It enhances knowledge and understanding of the variables and their relationships which can help in devising actionable strategies that can be used by brands.

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Role of social currency in customer experience and co-creation intention in online travel agencies: Moderation of attitude and subjective norms

Cited by 30 publications

References 68 publications

How Does Conventional Travel Agent Services Enhance Brand Loyalty? The Relationship Between Customer Experience, Brand Credibility, and Brand Trust

How Does Conventional Travel Agent Services Enhance Brand Loyalty? The Relationship Between Customer Experience, Brand Credibility, and Brand Trust

Factors Affecting Patient Loyalty Through Intervening Patient Satisfaction at Bunda Hospital Purwokerto

Emotional or Functional Positioning? Exploring Drivers of Purchase intention for High-end Consumer Brands

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