Service value and retention: Does gender matter?

Darley, William K.; Luethge, Denise J.

doi:10.1016/j.jretconser.2019.02.014

Cited by 13 publications

(7 citation statements)

References 54 publications

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“…Based on this conceptualization, the two elements of perceived value are perceived cost and utilities. Prior studies verified the positive role of perceived value on satisfaction (Namin, 2017) and shopping intentions (Kukar-Kinney et al , 2007) and customer retention (Darley and Luethge, 2019).…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 80%

Trust transfer, price fairness and brand loyalty: the moderating influence of private label product type

Konuk

2021

IJRDM

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PurposeThis study aims to examine the moderating role of private label product type (organic vs non-organic) on the relationships between trust transfer, price fairness, perceived value and brand loyalty.Design/methodology/approachThe empirical data were gathered with the structured questionnaire from two groups of respondents who had previously purchased organic and conventional private label products. The direct, mediating and moderating effects were analysed with structural equation modelling.FindingsThe findings confirmed the trust transfer between the retail store and private label brand. The results revealed that both store trust and trust in private label brand positively influence price fairness and which, in turn, elicits higher perceived value. Perceived value was also found to influence private label brand loyalty. The multi-group analyses revealed that the magnitude of the trust transfer was accentuated by organic food private label. Furthermore, the relation between trust in private label brand, price fairness and perceived value was also greater in organic food private label.Originality/valueThis study utilized the trust transfer theory and equity theory as a theoretical foundation to provide novel insights into the moderating influence of private label product type on the relationships between the antecedents of private label brand loyalty. The results of the research can help retailers to develop successful private label brand marketing strategies.

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Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 80%

Trust transfer, price fairness and brand loyalty: the moderating influence of private label product type

Konuk

2021

IJRDM

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“…Service value "Service value" is defined as the consumer's perceived value focusing on the utilitarian quality of services, including their price and convenience (Darley and Luethge, 2019). When seeking service value, service businesses have attempted to develop and maintain highquality services by making them reliable, rapid, and, if delivered, then delivered on time.…”

Section: Utility Theorymentioning

confidence: 99%

Multidimensional value of customers' mobile service experiences in the food service context

Kwon

Ahn

2022

JHTI

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PurposeDespite the importance of mobile experiences in the food service industry, extant studies do not empirically examine customers' behavior. Thus, the authors examine this issue by using utility theory to understand the role of multidimensional customers' perceived value in the formation of a positive attitude.Design/methodology/approachCustomers' perceived service, process, and relationship values are hypothesized to affect satisfaction, which in turn affects attitudinal loyalty to food delivery applications. Also, the authors explore whether attitudinal loyalty influences customers' behavioral loyalty. Hypotheses are examined using data from US customers of food delivery applications. Partial least squared structural equation modeling is used.FindingsResults show that customers' perceived service, process, and relationship valuation of mobile experiences influence satisfaction, whereas only the process value influences satisfaction and attitudinal loyalty. Moreover, customers' behavioral loyalty is positively affected by satisfaction and attitudinal loyalty.Research limitations/implicationsService, process, and relationship values have been shown as an important indicator of customers' positive attitude toward food delivery service providers. Thus, this study provides a better understanding of the relationship between customers' mobile service experience and their behavior will allow service providers to design better mobile services.Originality/valueThe study extends utility theory to mobile the food delivery context. Specifically, this research demonstrates why and how customers decide to use mobile food delivery application.

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“…For example, Luong (2007) showed that female service employees were negatively evaluated when they did not express friendliness with the client. Conversely, Darley and Luethge (2019) found that friendliness was a significant predictor of retention among female employees in the automotive service repair industry.…”

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confidence: 89%

Texting!!!

Nicoladis,

Duggal,

Besoi Setzer

2023

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Previous research shows that females use more exclamation marks than males, often to establish rapport. The purpose of the present studies was to test whether people associate texters’ use of exclamation marks with friendliness and femaleness. If this association is due to normative expectations, we hypothesized that females would appear less friendly if they did not use an exclamation mark in texting. In Study 1, participants rated a texter using an exclamation mark to be highly female and highly friendly. The gender results disappeared when friendliness was controlled for. In Study 2, we tested whether friendliness ratings decreased if texters violated gender-associated punctuation. Participants rated a texter with a gendered name on friendliness. Regardless of gender, participants inferred greater friendliness to texters using an exclamation mark. That is, there was no evidence of a cost for violating this gender expectation. We conclude that people predict that a texter using an exclamation mark is likely to be female, but do not penalize females for not using an exclamation mark.

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Service value and retention: Does gender matter?

Cited by 13 publications

References 54 publications

Trust transfer, price fairness and brand loyalty: the moderating influence of private label product type

Trust transfer, price fairness and brand loyalty: the moderating influence of private label product type

Multidimensional value of customers' mobile service experiences in the food service context

Texting!!!

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