Why do customers switch? More satiated or less satisfied

Park, Jeong-Yeol; Jang, SooCheong

doi:10.1016/j.ijhm.2013.11.007

Cited by 58 publications

(61 citation statements)

References 98 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Several companies used satisfaction to evaluate the product or service quality and augment customer retention (Chi & Qu, ). However, some studies identified the weak causal relationships of satisfaction and behavioural intentions (Keiningham & Vavra, ; Park & Jang, ). For example, Hultman, Skarmeas, Oghazi, and Beheshti () could not found the direct effects of satisfaction on tourist loyalty.…”

Section: Introductionmentioning

confidence: 99%

Understanding memorable tourism experiences as the determinants of tourists' behaviour

Sharma

Nayak

2019

Journal of Tourism Research

121

View full text Add to dashboard Cite

This study empirically investigated a theoretical model predicting the direct and indirect effects of memorable tourism experiences (MTEs) on behavioural intentions via destination image and tourists' satisfaction in yoga tourism. This research was conducted using data collected from 502 tourists visiting Rishikesh in India. Using confirmatory factor analysis and SPSS macro (PROCESS), findings confirmed that MTEs influenced behavioural intentions both directly and indirectly via destination image and tourists' satisfaction. MTEs were found as the strongest influencer of behavioural intentions in yoga tourism. This study opposes those researchers and practitioners who argued tourists' satisfaction alone as the most significant influencer of destination performance.

show abstract

Section: Introductionmentioning

confidence: 99%

Understanding memorable tourism experiences as the determinants of tourists' behaviour

Sharma

Nayak

2019

Journal of Tourism Research

121

View full text Add to dashboard Cite

show abstract

“…All the variables were measured on a 7-point Likert-type scale ranging from 1 ( not at all ) to 7 ( very much ). First, animosity belief was assessed utilizing two items from Harmeling et al (2015), for example, “There is a political dispute between China and South Korea.” Personal norms were tested by two items from Han et al (2015): “I feel a moral obligation to choose an ethnic restaurant with a country of origin that has good political relations with China,” and “I feel a moral obligation to take the political relations between China and an ethnic restaurant’s country of origin into account when making an ethnic dining choice.” We measured negative anticipated emotions and switching intentions by employing three items from Han et al (2016) and J.-Y. Park and Jang (2014), respectively.…”

Section: Methodsmentioning

confidence: 99%

“…We measured negative anticipated emotions and switching intentions by employing three items from Han et al (2016) and J.-Y. Park and Jang (2014), respectively. Moreover, the control variable of cultural familiarity was measured using four items adapted from Jang and Kim (2015) and Toyama and Yamada (2012): "I am familiar with Korean food," "I am familiar with the history of Korea," "I am familiar with Korean movies," and "I am familiar with Korean music."…”

Section: Cultural Familiaritymentioning

confidence: 99%

The Influence of Contemporary Negative Political Relations on Ethnic Dining Choices

Kim

2020

Journal of Hospitality & Tourism Research

View full text Add to dashboard Cite

The marketing literature has demonstrated that political animosity influences consumers’ boycott intention. However, this question has rarely been examined in the hospitality setting. Thus, by utilizing cognitive appraisal theory and value-belief-norm theory, this study proposes a model to investigate the effect of animosity on ethnic dining behavior. To this end, this study examines the effect of animosity on switching intention by examining the structural relationships among anticipated negative emotions, personal norms, and switching intention. Study results demonstrate that individuals’ animosity beliefs influence their intention to switch to a different ethnic restaurant through anticipated negative emotions and personal norms. The current study’s findings provide ethnic restaurateurs with insights on how to revise marketing strategies when animosity is raised toward the origin country of which their ethnic cuisine is based on.

show abstract

“…researchers claim that satisfied consumers may also switch service providers (T. O. Jones and Sasser Jr, 1995;Jung and Yoon, 2012;Ngobo, 1999;Park and Jang, 2014;Stauss and Neuhaus, 1997). More or less, satisfaction is considered one of the critical variables in consumer switching behavior.…”

Section: International Journal Of Economic and Administrative Studiesmentioning

confidence: 99%

Consumer Switching Behavior in Banking Industry: Can Consumer Base Be Purchased, or Earned?

Demir¹,

Demir²

2019

Uluslararası İktisadi Ve İdari İncelemeler Dergisi

View full text Add to dashboard Cite

Loyalty membership programs are widely used as a strategical tool in banking. In the paper a unique loyalty membership program in Turkey in which consumers are offered cash in order to convince them to switch their financial service provider, bank, is studied. Literature supports evidence for relationships between switching barriers and intention to switch, however literature lacks studies testing the assumptions of theories on consumer loyalty in specific industries. Exploratory in nature, the study tests the literature supported relationships based on a real life case. The paper aims to enligthen whether the consumers' loyalty can be bougth with cash and other provided benefits to make customers switch their current service provider into new account after a special loyalty membership program offered for an organization's employees. The purpose of the paper is to research effects of switching barriers on intention to switch in order to understand whether consumer base can be purchased, or consumers are earned. Structural Equation Modeling is performed with the data collected from a survey of 212 employees of an organization. The results suggest that, in banking sector, imitable switching barriers are not useful against switching intentions.

show abstract

Why do customers switch? More satiated or less satisfied

Cited by 58 publications

References 98 publications

Understanding memorable tourism experiences as the determinants of tourists' behaviour

Understanding memorable tourism experiences as the determinants of tourists' behaviour

The Influence of Contemporary Negative Political Relations on Ethnic Dining Choices

Consumer Switching Behavior in Banking Industry: Can Consumer Base Be Purchased, or Earned?

Contact Info

Product

Resources

About