The Effect of Customer Equity Drivers on Word-of-Mouth Behavior with Mediating Role of Customer Loyalty and Purchase Intention

Alavijeh, Mohammad Reza Karimi; Esmaeili, Ahmad; Sepahvand, Akbar; Davidavičienė, Vida

doi:10.5755/j01.ee.29.2.17718

Cited by 17 publications

(14 citation statements)

References 61 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In addition, WOM plays a mediating role in the relationship between the perceived image and behavioral intention. This article creatively demonstrates the feasibility of using WOM as a mediating variable, which enriches WOM theories that, in previous papers, only considered WOM behavior as a result variable (Anderson, 1998;Berger & Schwartz, 2011;Cheung & Lee, 2012;Chu et al, 2019;Karimi Alavijeh et al, 2018). This suggests that we can conduct a holistic study of the antecedents and consequences of tourists' WOM behavior, which contributes to the improvement of destination marketing and management.…”

Section: Discussionmentioning

confidence: 55%

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

Niu

et al. 2020

SAGE Open

View full text Add to dashboard Cite

In an era of mobile internet, word-of-mouth marketing has become a powerful tool for optimizing tourist destination marketing. Extensive research studies on the mechanism of word-of-mouth have been carried out. However, there is little research on the mechanism of word-of-mouth concerning tourist destinations in crisis. This article focuses on the influence mechanism of word-of-mouth in the relationship between perceived images and behavioral intentions. A structural equation model was established, with “perceived image” as the independent variable, “word-of-mouth” and “psychological distance” as mediating variables, and “behavioral intention” as the dependent variable. Our study is based on a survey in Southern Xinjiang. The final results show that word-of-mouth plays a mediating role in the relationship between perceived image and behavioral intentions. The moderating effect of word-of-mouth plays two roles in the mechanism of the perceived image on the behavioral intention: the promotion mechanism and the repression mechanism. Tourists’ sense of psychological distance significantly mediates the relationship between perceived image and behavioral intention. The findings enrich word-of-mouth and the marketing theories for the destinations in crisis, which provide enlightening insights for the sustainable development of the destinations in crisis.

show abstract

Section: Discussionmentioning

confidence: 55%

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

Niu

et al. 2020

SAGE Open

View full text Add to dashboard Cite

show abstract

“…Mobile banking is among the latest in a series of new mobile technological wonders. Although technology like automated teller machines (ATMs), telephones, and internet banking offers effective delivery channels for traditional banking products, mobile banking channels have been established by retail and microfinance banks in many developed and developing countries and have had significant effects on the market (Shaikh & Karjaluoto, 2015;Vo et al, 2017;Arcand et al, 2017;Jia et al, 2018;Karimi et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Esmaeili

Haghgoo

Davidavičienė

et al. 2021

Self Cite

View full text Add to dashboard Cite

Information and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.

show abstract

“…Mosavi et al (2018) link customer satisfaction and trust in switching intention. Dikcius et al (2019) linking satisfaction with behavioral loyalty, [38] linking brand equity, value equity, and relationship equity to WOM, [39] links social media marketing applications with purchase intentions. From the reasons above, the researcher formulates the hypothesis as follows: Hypothesis 4: Customer loyalty mediates the effect of service quality with switching intention Hypothesis 5: Customer loyalty mediates the effect of switching costs with switching intention…”

Section: Figure 1 Research Modelmentioning

confidence: 99%

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Zakiy¹,

Haryanto²

2021

Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)

View full text Add to dashboard Cite

The development of Sharia Banks in Indonesia was exceedingly rejoicing in the early years of the establishment of the first Sharia bank, Bank Mumalat Indonesia, in 1992. This development was followed by many conventional banks spinning off into Sharia Banks. However, lately, the development of Islamic Banks in Indonesia has been discouragement. This can be seen from the market share of Islamic banks that have relatively no increase from year to year. Seeing this condition, researchers are interested in conducting research on the loyalty and switching intention of Bank Muamalat Indonesia customers, who are the first and pioneer of Sharia Banks in Indonesia. The purpose of this study is to look at the effect of Bank Muamalat Indonesia's service quality and switching cost on customer intention switching with loyalty as a mediating variable that can explain this effect. This research was conducted on Bank Muamalat Indonesia customers with a total sample of 168 respondents taken through convenience sampling and using SEM AMOS as a data analysis tool. The results of this study indicate that service quality and switching costs have a positive effect on loyalty, and loyalty has a negative effect on switching intention. In addition, loyalty can also fully mediate the influence of service quality and switching costs on switching intentions

show abstract

The Effect of Customer Equity Drivers on Word-of-Mouth Behavior with Mediating Role of Customer Loyalty and Purchase Intention

Cited by 17 publications

References 61 publications

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Contact Info

Product

Resources

About