The effect of duration metrics on consumer satisfaction

Dagogo‐Jack, Sokiente W.; Beck, Joshua T.; Kaju, Alex

doi:10.1002/mar.21311

Cited by 9 publications

(7 citation statements)

References 53 publications

(91 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…However, many companies still face difficulties managing and measuring consumer experiences on the Internet, even though such experiences can be readily observed in the marketplace (Lemon and Verhoef, 2016). For instance, consumers' experiences can be easily inferred from indicators such as consumers' reviews (Dixit et al, 2019) and the time spent on the website (Dagogo-Jack et al, 2020).…”

Section: Practical Implicationsmentioning

confidence: 99%

See 1 more Smart Citation

How online shopping experiences shape consumer webrooming behavior

Schiessl

Korelo

Dias

2022

MIP

View full text Add to dashboard Cite

PurposeDue to increasing use of the Internet to purchase products, this article aimed to investigate how poor experiences during online purchases lead consumers to perform webrooming.Design/methodology/approachThe authors performed three laboratory experiments and analyzed secondary data to investigate this issue.FindingsThe findings revealed that (a) poor online experiences increased consumers' intentions to perform webrooming (studies 1, 2 and 3); (b) frustration is a mechanism that explains why consumers choose to perform webrooming in the same or rival stores (Studies 1, 2 and 3); (c) Perceived channel integration increases consumer's intentions to perform webrooming in the same retailer (study 3).Originality/valueThis research contributes to webrooming literature by highlighting one more antecedent of this behavior and its psychological mechanism. To the authors’ knowledge, this research is the first one shedding light on the differentiation between webrooming in the same or rival stores. The findings also complement omnichannel literature by exploring how poor experiences and frustration change channel preferences. Finally, the article demonstrated how managers could retain consumers by improving channel integration.

show abstract

Section: Practical Implicationsmentioning

confidence: 99%

“…For instance, consumers' experiences can be easily inferred from indicators such as consumers' reviews (Dixit et al. , 2019) and the time spent on the website (Dagogo-Jack et al. , 2020).…”

Section: Practical Implicationsmentioning

confidence: 99%

How online shopping experiences shape consumer webrooming behavior

Schiessl

Korelo

Dias

2022

MIP

View full text Add to dashboard Cite

show abstract

“…In addition, Dagogo-Jack et al. 29 point out that if the image projected by a product does not respect the criteria of sustainability, fair trade and social and environmental responsibility, this could have a negative impact on the quality perceived by consumers and a consequent search for emerging markets that meet these needs.…”

Section: Relationship Between Image and Perceived Qualitymentioning

confidence: 99%

Analysis of the effects of store image, trust and perceived quality on consumption habits of textile products in the COVID-19 pandemic

Roldán

Florencio

et al. 2022

Textile Research Journal

View full text Add to dashboard Cite

Consumer clothing presents behaviors defined by pre-established trends and patterns in contemporary societies, and in general the consumption of textile products follows this trend. However, as a result of the COVID-19 pandemic and the restrictions perpetuated as a consequence of it, the consumption of textile products has been affected throughout the world. Under this premise, the objective of this research is to analyze the effect of store images, trust and perceived quality on the habits of the textile consumer in the context of the COVID-19 pandemic, for which, firstly, a review of the literature was carried out regarding the variables of the habits of the textile consumer and their relationship with the store image, trust and perceived quality, for which documents from academic search engines were taken into account, such as Scopus, Web of Science, ResearchGate and Google Scholar. On the other hand, a survey was conducted among textile consumers in Ecuador. The measurement tool was completed by 500 participants. In this way, the survey was conducted virtually through Google Forms and through the use of IBM SPSS software. The sampling technique consisted of convenience sampling. For the specific case of this investigation, it was decided to opt for the use of 500 valid questionnaires. This allowed one to propose a model of structural equations based on constructs associated with reference investigations. The main results of this research confirmed that there is a positive impact of the image of the trusted establishment on the product, as well as a positive impact on the general perceived quality of consumption habits (comparison) and on the effect of the quality of perceived service in consumption habits (planning).

show abstract

“…Third, recent studies have emphasized the importance of boundary conditions for service quality and customer satisfaction [78][79][80]. For example, customer satisfaction might depend on the duration of the experience (short vs. long-term) or the happiness of others in the context of restaurant visit.…”

Section: Limitations and Direction For Future Researchmentioning

confidence: 99%

Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

2021

Sustainability

View full text Add to dashboard Cite

Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.

show abstract

The effect of duration metrics on consumer satisfaction

Cited by 9 publications

References 53 publications

How online shopping experiences shape consumer webrooming behavior

How online shopping experiences shape consumer webrooming behavior

Analysis of the effects of store image, trust and perceived quality on consumption habits of textile products in the COVID-19 pandemic

Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

Contact Info

Product

Resources

About