Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Karatepe, Osman M.

doi:10.3846/16111699.2011.573308

Cited by 86 publications

(26 citation statements)

References 71 publications

(115 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The disclosed differences in the evaluation of social servicescape attributes between men and women also show that women are the first to be targeted in order to increase the overall satisfaction in restaurant services provided. This finding expands Karatepe [110] conclusions about moderating the role of gender in customer satisfaction in services encountered. From the point of view of open innovation, these findings suggest that using information obtained from women in changing business processes in the middle-priced restaurant industry can lead to better results, as they are not only more demanding, but also in a position to judge on a man's choice of a restaurant.…”

Section: Discussion: Social Servicescape Factors and Open Innovation In Restaurant Servicessupporting

confidence: 77%

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

Morkūnas

Rudienė

2020

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples t-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurants

show abstract

Section: Discussion: Social Servicescape Factors and Open Innovation In Restaurant Servicessupporting

confidence: 77%

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

Morkūnas

Rudienė

2020

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

show abstract

“…The absence of differences between female and male users may also engender an accumulation of inappropriate decisions and problematic situations if management adopts a gender-sensitive approach, cf. [24]. Under these circumstances, management is unable to achieve a sustainable competitive advantage and promote business sustainability.…”

Section: Contribution Of the Empirical Investigation To Current Knowlmentioning

confidence: 99%

Do Gender and Prior Experience Moderate the Factors Influencing Attitude toward Using Social Media for Festival Attendance?

et al. 2018

View full text Add to dashboard Cite

Male and female consumers differ in terms of decision-making. This is also true for inexperienced and experienced consumers. Although the extant research delineates studies that have centered on the interrelationships between perceived ease of use (PEU), perceived enjoyment (PE), perceived usefulness (PU), attitude toward using social media (ATUSM), and users’ behavioral intentions, there is still a dearth of empirical research about gender and prior experience as the two potential moderators. With this recognition, our study examines gender and prior experience as moderators of the effects of PEU, PE, and PU on ATUSM. Our study also investigates ATUSM as a full mediator of the impacts of PEU, PE, and PU on users’ intentions to attend festivals (IAF). Data came from the students of the Korean Government Scholarship Program. The results from structural equation modeling reveal that the positive influence of PE on ATUSM is stronger among female users. As expected, the positive impact of PU on ATUSM is stronger for male users. As hypothesized, prior experience strengthens the positive effects of PE and PU on ATUSM. The results further reveal that ATUSM fully mediates the effects of PE and PU on IAF. Based on the aforesaid findings, theoretical implications are discussed and managerial implications to enhance business sustainability are offered.

show abstract

“…However, research results are still inconsistent among different perspectives such as financial service industry (Paswan, Spears, Hasty, & Ganesh, 2004) retail banking sector (Karatepe, 2011) and Internet service (Sanchez-Franco, Ramos, & Velicia, 2009). In this study's context, therefore, we predict that the difference of consumers' gender will differently impact on the relationship between CE and its antecedents and consequences.…”

Section: Multi-group Effectmentioning

confidence: 83%

Influence of Consumer Engagement on Word-of-Mouth: Empirical Evidence from the Tourism Industry in Vietnam

Tram

2021

Journal of Tourism Management Research

View full text Add to dashboard Cite

The current research aims to provide an in-depth understanding of CE and its nomological network in the Vietnamese tourism service industry. To do that, data were collected from domestic visitors to Phu Quoc Island and were analyzed employing SPSS 20 and AMOS 20. The results show that, CE is considered as a construct combining psychological state and behavior intention which is inextricably interactive to behavior constructs (word-of-mouth) and psychological constructs (consumer experience, trust, and service quality). The findings reveal that different experiences and service quality during the consumption process enhance positive influences on CE, in turn, consolidating the trust of the consumer and spreading great word-of-mouth. However, the relationship between consumer trust and word-of-mouth was detected to be not significant. Besides, integrating gender in the model revealed the difference in gender do various influence the relationship between CE and its antecedents and consequences. These results reveal some important implications for marketing theory groundwork and CE literature as to how CE is conceptualized and established from a particular context and what potential antecedences and outcomes are likely to be predicted. Contribution/Originality:The paper contributes the first logical analysis in integrating service quality and consumer experience to investigate CE in complex tourism settings now. This has helped us to gain a deeper understanding of the important role of CE in this service.

show abstract

Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender / Aptarnavimo Kokybė, Vartotojų Pasitenkinimas Ir Lojalumas Vartotojų Lyties Atžvilgiu

Cited by 86 publications

References 71 publications

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

Do Gender and Prior Experience Moderate the Factors Influencing Attitude toward Using Social Media for Festival Attendance?

Influence of Consumer Engagement on Word-of-Mouth: Empirical Evidence from the Tourism Industry in Vietnam

Contact Info

Product

Resources

About