Value co-creation and customer loyalty

Cossío-Silva, Francisco-José; Revilla‐Camacho, María‐Ángeles; Vega‐Vázquez, Manuela; Palacios‐Florencio, Beatriz

doi:10.1016/j.jbusres.2015.10.028

Cited by 256 publications

(231 citation statements)

References 34 publications

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“…Nowadays most researchers agree upon a traditional dual perspective on customer loyalty: behavioural and attitudinal (Cossío-Silva, Revilla-Camacho, Vega-Vázquez, & Palacios-Florencio, 2016). This approach is based on the fact that re-purchase behaviour alone cannot distinguish between true loyalty and spurious loyalty (Dick & Basu, 1994;Moisescu, 2017), psychological commitment and positive brand attitude being essential elements of the authenticity of customer loyalty.…”

Section: Customer Loyaltymentioning

confidence: 99%

From perceptual corporate sustainability to customer loyalty: a multi-sectorial investigation in a developing country

Moisescu

2018

Economic Research-Ekonomska Istraživanja

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The purpose of this paper is to investigate the impact of customerbased perceptual corporate sustainability on customer loyalty in a comparative manner, in four important industries (mobile telecommunications services, retail banking services, dairy products and personal care products) in a developing country. A consumer survey was implemented among a sample of 1464 consumers from the urban area of a developing European country. Our research reveals that customer-based perceptual corporate sustainability significantly and positively impacts customer loyalty in all investigated industries, with a stronger impact in retail banking services and a lower one in the case of personal care products. The research identifies those perceptual corporate sustainability dimensions which significantly impact customer loyalty and on which companies should focus within their marketing communication in order to increase customer loyalty. The paper brings relevant multi-sectorial insights, filling a regional knowledge gap, in the particular socio-cultural and economic context of a developing country, and thinking forward the general theoretical knowledge regarding the relationship between customer loyalty and perceptual corporate sustainability as complex constructs. Moreover, by using a quasi-exhaustive manner to conceptualise corporate sustainability, this paper complements previous research on the topic, in which corporate sustainability was constructed narrowly, within limited conceptual frameworks.

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Section: Customer Loyaltymentioning

confidence: 99%

From perceptual corporate sustainability to customer loyalty: a multi-sectorial investigation in a developing country

Moisescu

2018

Economic Research-Ekonomska Istraživanja

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“…From the reviewing of literature review of customer loyalty (Dick and Basu, 1994;Dewitt, Nguyen, & Marshall, 2008;Marshall, 2010;Li, 2011;Komunda & Osarenkhoe, 2012;Kaur and Soch, 2013;Kakeeto-Aelen , Van Dalen, Van den Herik, & Van de Walle, 2014;Cossío-Silva et al, 2016;Kamran-Disfani et al, 2017) the researchers find that most of this studies depend on two dimensions to measure customer loyalty; attitudinal loyalty and behavioral loyalty.…”

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

“…12, No. 10; customers toward a particular product, a service, or a retailer (Cossío-Silva et al, 2016;Kamran-Disfani et al, 2017).…”

Section: A Attitudinal Loyalty (Acl)mentioning

confidence: 99%

“…It refers to the readiness of customers to repurchase or to deal again with the service provider, and maintain the relationship with it (Kaur and Soch, 2013). Therefore, it considered the method of behaving and repeated purchasing its indicator (Cossío-Silva et al, 2016) as well as it refers to repeat purchases by a customer from a specific retailer (Kamran-Disfani et al, 2017). Moreover, it described as the repeat using of a particular service or product over time (Inoue, Funk, and McDonald, 2017).…”

Section: B Behavioral Loyalty (Bcl)mentioning

confidence: 99%

“…Therefore, the leading companies in business today have become aware of the importance of customer loyalty as it considered one of the best intangible assets for any service firm and it represents a necessity to remain in the competitive market (Cossío-Silva, Revilla-Camacho, Vega-Vázquez, & Palacios-Florencio, 2016;Yang & Chao, 2017 ). As well as, it is considered a strategic element for a long-term viability in the B2C context (Chen & Wang, 2016;Hsiao & Chen, 2016) and it plays an essential role in achieving more profits and firms' success (Kim, 2007) especially in the e-commerce context (Hsiao and Tang, 2016).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Sciarelli¹,

Nagm²,

Dakrory³

et al. 2017

IJBM

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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

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Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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The philosophy of a free‐market economy has encouraged enormous consumption, which has redefined the customers' perception of value (hedonic and utilitarian) and loyalty even in a developing country. To maximize their consumption level, customers, in many instances, prefer hedonic value to utilitarian value and demonstrate limited loyalty to any brand. This study investigated the Millennials customers' preference between hedonic value and utilitarian value and its impact on loyalty, in the context of a developing country which adopts a combination of capitalist and control economy. Data were collected from customers from the retail industry and were analyzed with PLS‐SEM technique. The findings suggest that, in the developing economy, Millennials prefer hedonic consumption value, which is related to their loyalty and corporate image of the store.

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Value co-creation and customer loyalty

Cited by 256 publications

References 34 publications

From perceptual corporate sustainability to customer loyalty: a multi-sectorial investigation in a developing country

From perceptual corporate sustainability to customer loyalty: a multi-sectorial investigation in a developing country

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

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