The effect of variety-seeking on customer retention in services

Berné, Carmen; Múgica, José Miguel; Yagüe, Ma Jesús

doi:10.1016/s0969-6989(01)00002-9

Cited by 86 publications

(65 citation statements)

References 25 publications

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“…This basic hypothesis is tested through structural equation modelling applied to an empirical study of food service at three universities. The results support the hypothesis: variety seeking negatively affects customer retention and lessens the impact of the management efforts to improve service quality and customer satisfaction (Berné et al, 2001).…”

Section: Store Association and Variety-seeking Behavioursupporting

confidence: 77%

Influence of store brands on variety-seeking behaviour of consumers in Mexico

Rajagopal¹

2011

IJBEAM

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Abstract:The variety-seeking behaviour and the store choice among the consumers have been discussed extensively in the previous research contributions from the stochastic point of view. This study argues that although consumers are seeking novelty and unexpectedness in a store that they have not bought before, their purchase will be selective, in reference to the empirical investigation. This study has been conducted in Mexican retail business environment with a focus to explore the tendency of decision-making of consumers towards buying unfamiliar stores in considering the importance of store name. The discussions in this paper have been woven around the issues of perceived risk, perceived store difference, association of store name and customer values as major influencing factors in making buying decisions towards unfamiliar stores. This study reveals that the perceptions on store name in reference to store risk and store differences have been the prime factors in making buying decision for new stores among the consumers. Consumers also ascertain the store name associated with the unfamiliar stores as they feel high risk averse and entangle in decision-making with perceived store differences.

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Section: Store Association and Variety-seeking Behavioursupporting

confidence: 77%

Influence of store brands on variety-seeking behaviour of consumers in Mexico

Rajagopal¹

2011

IJBEAM

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“…In addition, long-term Internet access allows websites to search for diversity. According to Berné et al (2001), variety-seeking has a negative impact on e-loyalty. As a result, according to studies conducted in the literature, the presence of alternatives has a negative effect on e-loyalty.…”

Section: Discussionmentioning

confidence: 99%

Does The E-Loyalty Increase As The Consumer s Access To The Internet Increases An Empirical Study In Turkey

Büyükdağ

Kitapçı

2017

isarder

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The purpose of the study is to investigate whether the level of the Internet experience has a moderating effect on the relationship between e-satisfaction and eloyalty. Because according to the literature, the moderator effect of internet usage level has not been investigated in terms of the relationship between e-satisfaction and eloyalty. Therefore, there is a gap in the literature and this study aims to fill it. Multivariate methods were applied in this study. The level of the Internet experience has been the moderator effect on the relationship between e-satisfaction and e-loyalty. Consumers with low the Internet experience were found to show more e-loyalty than those who had high the Internet experience. As the internet usage increases competition, it is suggested that e-commerce companies should be differentiated from other competitors through e-trust, branding of the web site, use of social media communication channels and participation in social responsibility projects.

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“…Oliver (1999) suggests that satisfaction constitutes an important step in the process of forging loyalty, but that loyalty is not an inevitable result of satisfaction. Berné & Yague (2001) found that those customers who had the highest level of satisfaction did not necessarily wish to engage in repurchasing. In their study of the level of satisfaction of Chinese tourists visiting Korea et al (2011) found that Chinese tourists' satisfaction with travel to Korea did not lead to increased loyalty towards travel to Korea.…”

Section: Service Quality Customer Satisfaction and Customer Loyaltymentioning

confidence: 98%

Chinese Tourists' Satisfaction with International Shopping Centers: A Case Study of the Taipei 101 Building Shopping Mall

Wang¹

2012

Quality Management and Practices

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The effect of variety-seeking on customer retention in services

Cited by 86 publications

References 25 publications

Influence of store brands on variety-seeking behaviour of consumers in Mexico

Influence of store brands on variety-seeking behaviour of consumers in Mexico

Does The E-Loyalty Increase As The Consumer s Access To The Internet Increases An Empirical Study In Turkey

Chinese Tourists' Satisfaction with International Shopping Centers: A Case Study of the Taipei 101 Building Shopping Mall

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