The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting

Chang, Yi-Wei; Polonsky, Michael Jay

doi:10.1016/j.ijhm.2011.05.003

Cited by 105 publications

(106 citation statements)

References 61 publications

(169 reference statements)

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“…The strategy behind this choice has been the competitiveness in the telecommunications sector and because such a competitive context underlines the relevance of a deep understanding of customers' characteristics. Literature has called for more research on effective repurchase behavior (Chang and Polonsky, 2012). Seiders et al, (2005) considered the actual repurchase behavior as repeated visits to the service and/or an increased amount spent on the service.…”

Section: Methodsmentioning

confidence: 99%

Does Service Failure Context Matter? Customers’ Response to Service Recovery

Soares

Proença²

2015

JMRCS

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Because service failures are difficult to avoid in the services context due to their characteristics, firms need to offer an adequate service recovery to compensate customers. Customer behavior may be affected either by the failure or its recovery. The purpose of this study is to explore the impact of service failure severity in customers' post-recovery behavior. The study comprises a sample of 40,813 customers, representing customers who had experienced a problem with the service provider and customers who had not. Empirical results showed that service failure severity has a significant negative influence in customers' post-recovery repurchase behavior. Nevertheless, the influence differs across customers' relationship age with the service. Additionally, they also provide evidence of when service recovery paradox is more likely to occur. This study contributes with relevant insights for practitioners. Since failure severity affects negatively customers' post-recovery repurchase behavior, the classification of service failures by degree of severity is commended. Hence, firms should adopt different service recovery strategies depending on failures severity degree and customers' relationship age with the firm. Customers' segmentation should consider these characteristics in order to enhance complaints management and customer loyalty.

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Section: Methodsmentioning

confidence: 99%

Does Service Failure Context Matter? Customers’ Response to Service Recovery

Soares

Proença²

2015

JMRCS

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“…Aagja et al [28] showed that service convenience positively influences behavioral intentions. However, Chang and Polonsky [29] argued that only two of the five dimensions of convenience have a positive influence on behavioral intention. They stated that the influence of different dimensions of convenience on behavioral intentions depends on the nature of the service being considered.…”

Section: Repurchase Intentionmentioning

confidence: 99%

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Phạm¹,

Tran²,

et al. 2018

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Electronic commerce (e-commerce) is an increasingly popular trend in modern economy concomitant with the development of the Internet. E-commerce has developed considerably, making Vietnam one of the fastest growing markets in the world. However, its growth rate has not matched its potential, leading to the question how online retailers could improve their practices and thus contribute to the sustainable development of emerging markets such as Vietnam. Therefore, with the goal of providing online retailers with many methods to improve their online shopping service, this study examined the direct and indirect influence of the dimensions of online shopping convenience on repurchase intention through customer-perceived value. A survey of 230 Vietnamese customers was conducted to test the theoretical model. A structural equation model was used for data analysis. The results determined that the five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post-purchase convenience. All dimensions have a direct impact on perceived value and repurchase intention. The results also show the important role of perceived value when a factor both directly influences repurchase intention and mediates the relationship between convenience and repurchase intention.

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“…The literature has proved the relationship between satisfaction and behavioral intentions (Chang & Polonsky, 2012), and also in the cruise industry (Juan & Chen, 2012). Previous studies have also found that satisfaction is an antecedent of trust (Santos & Porto, 2014;Jani & Han, 2011).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 94%

Comparative Analysis of American and Spanish Cruise Passengers' Behavioral Intentions

et al. 2016

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Earlier studies of cross-national differences in consumer behavior in different consumption sectors have verified that cultural differences have a strong influence on consumers. Despite the importance of cross-national analysis, no studies in the literature examine the moderating effects of nationality on the construction of behavioral intentions and their antecedents among cruise line passengers. This study investigates the moderating effects of nationality on the relationships between perceived value, satisfaction, trust and behavioral intentions among Spanish and (U.S.) American passengers of cruise lines that use Barcelona as home port and port-of-call. A theoretical model was tested with a total of 968 surveys. Structural equation models (SEMs) were used, by means of a multigroup analysis. Results of this study indicated that Spaniards showed stronger relationships between trust and behavioral intentions, and between emotional value and satisfaction. Americans presented stronger relationships between service quality and satisfaction, and between service quality and behavioral intentions.KEYWORDS | Nationality, behavioral intentions, trust, satisfaction, perceived value. RESUMO

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The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting

Cited by 105 publications

References 61 publications

Does Service Failure Context Matter? Customers’ Response to Service Recovery

Does Service Failure Context Matter? Customers’ Response to Service Recovery

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Comparative Analysis of American and Spanish Cruise Passengers' Behavioral Intentions

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