To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?

Russo, Ivan; Confente, Ilenia; Gligor, David; Autry, Chad W.

doi:10.1016/j.jbusres.2015.07.002

Cited by 90 publications

(78 citation statements)

References 70 publications

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“…Furthermore, Mohsin and Lockyer (2010) assert that service quality continues to be an issue requiring debate and research, and along with customer satisfaction, it is one of the prime challenges for the hospitality industry (Amin et al, 2013). In addition, satisfaction is a key driver for explaining tourist behavior (Gallarza, Gil Saura, & Arteaga Moreno, 2013;Hultman, Skarmeas, Oghazi, & Beheshti, 2015), while customer loyalty can be elusive to understand and create (Russo, Confente, Gligor, & Autry, 2016;McKercher, Denizci-Guillet, & Ng, 2012). From a theoretical viewpoint, this study sheds light on guests' decision making process while staying at Airbnb accommodation.…”

Section: Introductionmentioning

confidence: 94%

Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand

Priporas

Stylos

Vedanthachari

et al. 2017

Journal of Tourism Research

127

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This paper investigates service quality, customer satisfaction, and loyalty in Airbnb accommodation. A self‐administered questionnaire was distributed to a nonprobability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship among service quality, customer satisfaction, and loyalty exists and that satisfaction partially mediates the relationship between service quality and loyalty. Furthermore, the paper suggests key steps managers could take to enhance customer experience in a way that would benefit the lodging industry and the destinations.

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Section: Introductionmentioning

confidence: 94%

Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand

Priporas

Stylos

Vedanthachari

et al. 2017

Journal of Tourism Research

127

View full text Add to dashboard Cite

show abstract

“…Nevertheless, in spite of the importance attributed to loyalty, in contrast to the manifold contributions in the B2C context, research interest about this variable in the B2B setting has been rather limited both in content and in scope (Watson et al 2015). Therefore, specific research is required on the drivers of customer loyalty in the context of business-tobusiness relations (Russo et al 2016).…”

Section: Consequences Of Satisfaction: Loyalty In Goods Transportmentioning

confidence: 99%

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

2018

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This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through perceived value. In turn, it is confirmed the relationship between satisfaction with the transportation company and customer loyalty. Furthermore, there are significant differences in quality dimensions and satisfaction between transport modes. This study confirms the importance of service quality and perceived value to promote the link between chain actors: freight forwarder and transport service provider. The main aim of this research is to go deeper into the study of satisfaction and loyalty of freight forwarders to freight transport service providers. Findings provide evidence about differences in the dimensionality of service quality between B2C and B2B settings and, even in the latter, differences between freight forwarding services and other industries are observed. The present paper is one of the few studies that obtains relevant information about several transport modes simultaneously and the findings reinforce the notion that perceptive processes in each of them are different.

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“…The most prominent feature of the customer loyalty field of study is its theoretical and operational diversity (Russo, Confente, Gligor, & Autry, 2016;Toufaily, Ricard, & Perrien, 2013;Wolter, Bock, Smith, & Cronin, 2017). Consequently, these researchers agree that customer loyalty should be studied contextually, in other words, it should be operationalized according to the setting in which the construct is investigated.…”

Section: Customer Loyaltymentioning

confidence: 99%

Credibility, audacity and joy: Brand personalities that connect users to social media

Demo

Silva

Watanabe

et al. 2018

BAR, Braz. Adm. Rev.

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The main purpose of this article is to evaluate the influence brand personality has on customer loyalty in the context of social networks as brands. We conducted a survey of 268 social networks users in Brazil and analyzed data through Structural Equation Modeling. As a result, brand personality dimensions Credibility, Audacity and Joy were found to be predictors of loyalty, the main aspect governing customer relationship perception. Credibility is the main predictor of customer loyalty, shedding light on network trustworthiness, user privacy and personal information safety, while Audacity indicates the power of innovation, and Joy points out the relevance of social networks' entertainment atmospheres. Together, these dimensions are strategic aspects to be considered in the development of relationships with users in the digital world. Our finding contributes to the body of knowledge interested in relationship marketing and its relation with strategy and sustainable competitive advantage. We also investigated social networks as brands, a topic of major impact in the development of a literature on the digital world. Lastly, the results serve as a source of information about social network user behavior, helping companies enhance their communication strategies and achieve customer loyalty.

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To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?

Cited by 90 publications

References 70 publications

Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand

Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

Credibility, audacity and joy: Brand personalities that connect users to social media

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