Word-of-mouth, servicescapes and the impact on brand effects

Siguaw, Judy A.; Mai, Enping; Sheng, Xiaojing

doi:10.1007/s43546-020-00016-7

Cited by 8 publications

(5 citation statements)

References 81 publications

(116 reference statements)

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“…In the aviation sector, service quality leads to positive WOM, providing organizations with a valuable form of indirect advertising. Positive WOM enhances servicescape satisfaction, and WOM credibility positively moderates this relationship (Siguaw et al, 2020). Servicescape satisfaction directly affects brand image and brand love, as well as indirectly through the mediating mechanism of servicescape engagement.…”

Section: Word-of-mouth (Wom) Effect On Brand Experiencementioning

confidence: 94%

“…As for word of mouth, brand engagement can significantly influence WOM, especially in the context of service industries like airlines (Gómez-Suá rez and Veloso, 2020; Siguaw et al, 2020). Positive WOM enhances servicescape satisfaction, and WOM credibility positively moderates this relationship.…”

Section: Brand Engagement Effect On Word-of-mouth (Wom) and Brand Exp...mentioning

confidence: 99%

“…Servicescape satisfaction directly affects brand image and brand love, as well as indirectly through the mediating mechanism of servicescape engagement. In turn, brand image and brand love yield a greater likelihood of consumer loyalty intentions including recommendation and monetary donations (Siguaw et al, 2020).…”

Section: Word-of-mouth (Wom) Effect On Brand Experiencementioning

confidence: 99%

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Enhancing sustainable passenger experience through duty-free shopping at King Fahd Airport: A multimodal perspective

Hassan,

Almakhayitah,

Abdelmoaty

et al. 2024

J. Infras. Policy. Dev.

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With the increasing significance of travel retail within the global tourism industry, understanding the effects of duty-free shopping experiences on traveler well-being and brand perceptions has become crucial for enhancing customer satisfaction and engagement. This study examines the relationships between duty-free shopping experiences, traveler well-being, and brand perceptions at King Fahd International Airport. Utilizing a quantitative research approach, data were collected from 412 passengers who had recently engaged with duty-free shops. The study incorporated four key experiential dimensions—pragmatic, sociability, hedonic, and usability experiences—alongside well-being, brand engagement, brand experience, and word-of-mouth (WOM) advocacy. The findings indicated positive associations between well-being and pragmatic, hedonic, and usability experiences. Moreover, well-being significantly influenced brand engagement and brand experience, but not WOM. Brand engagement was found to be a significant predictor of brand experience, while it had no significant effect on WOM. Additionally, WOM did not significantly influence brand experience. These insights contribute to a comprehensive understanding of the intricate interplay between shopping experiences, well-being, and brand-related outcomes, providing valuable guidance for airport retailers and marketers to optimize traveler satisfaction and engagement.

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Section: Word-of-mouth (Wom) Effect On Brand Experiencementioning

confidence: 94%

Section: Brand Engagement Effect On Word-of-mouth (Wom) and Brand Exp...mentioning

confidence: 99%

Section: Word-of-mouth (Wom) Effect On Brand Experiencementioning

confidence: 99%

See 1 more Smart Citation

Enhancing sustainable passenger experience through duty-free shopping at King Fahd Airport: A multimodal perspective

Hassan,

Almakhayitah,

Abdelmoaty

et al. 2024

J. Infras. Policy. Dev.

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“…With this, users can conveniently and rapidly share information and ideas with friends and other people resulting in a spread of influence. Also, they positively enhance the brand image and the brand loyalty of a company or product as more people are engaged and conversing about it (Siguaw et al, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Viral Marketing Collateral on Brand Image: “#KwentongJollibee” Advertisement

Ongpauco

Rubante

2022

JBMS

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Viral marketing is one of the essential strategies of businesses during promotional campaigns. Many companies have successfully used viral marketing as a profitable and effective marketing strategy. However, information regarding factors and elements that impact viral marketing remains unclear and how this viral marketing campaign influences customer perception. Drawing from Porter’s theory of competitive advantage and the Associative learning theory, this paper seeks to investigate the effect of the viral marketing campaign on customer perception and examine the impact of the factors and elements on viral marketing collateral utilized in advertising a company's product offerings by using a descriptive and correlational paradigm. From the digitally conducted questionnaire with 385 respondents, the results show that viral marketing collateral and its several elements and factors are significant in fortifying a company's brand image, thus positively impacting customer perception.

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“…Jika nilai cronbach alpha yang sudah mencukupi 0,60 maka sudah dinyatakan reliable. Dan Indikator dinyatakan valid jika memiliki nilai loading > 0,50 sehingga dapat disimpulkan bahwa pengukuran tersebut sesuai dengan kriteria validitas konvergen (Siguaw et al, 2021)…”

Section: Metodeunclassified

Dampak Komunikasi E-WOM Dan Efek COVID-19 Pada Kepuasan Servicescape Terhadap E-Shopping Behavior

Aprianti

Sarkum

Halim

2021

JSB

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Abstract This study aims to determine the effect of the servicescape dimension, namely physical space, social interaction, safety elements on servicescape satisfaction, the effect of electronic word of mouth on servicescape satisfaction and the covid-19 situation moderating the relationship between electronic word of mouth and servicescape satisfaction and the effect of servicescape satisfaction on servicescape. e-shopping consumers. Collecting data in this study using accidental sampling technique samples, then distributed to 150 respondents. This research uses quantitative research methods, the data that has been collected is processed using the help of the SPSS 23 application and carries out a path analysis approach to determine the relationship between variables. Based on the research results, it is concluded that the dimensions of the servicescape are physical space, social interaction and safey element significantly affect servicescape satisfaction. Electronic word of mouth affects servicescape satisfaction. The covid-19 situation significantly moderates the relationship between electronic word of mouth and servicescape satisfaction. as well as servicescape satisfaction and e-shopping consumer behavior can have a positive and significant effect. Keywords: E-WOM Communication, Servicescape, COVID-19 Situation, E-Shopping Consumer Behavior, Satisfaction Servicescape. Abstrak *) Penulis Korespondensi: weniaprianti8900@gmail.com Penelitian ini bertujuan untuk mengetahui pengaruh dari dimensi servicescape yaitu physical space, social interaction, safety element terhadap kepuasan servicescape, pengaruh electronic word of mouth terhadap kepuasan servicescape serta situasi covid-19 memoderasi hubungan antara electronic word of mouth dan kepuasan servicescape serta pengaruh kepuasan servicescape terhadap konsumen e-shopping. Pengambilan data dalam penelitian ini menggunakan sampel teknik accidental sampling, kemudian disebarkan kepada 150 responden. Penelitian ini menggunakan metode penelitian kuantitatif, data yang telah terkumpul diolah dengan menggunakan bantuan aplikasi SPSS 23 dan melakukan pendekatan path analysis untuk mengetahui hubungan antar variabel. Berdasarkan hasil penelitian diambil kesimpulan bahwa dimensi servicescape yaitu physical space, social interaction dan safey element secara signifikan mempengaruhi kepuasan servicescape. Electronic word of mouth berpengaruh terhadap kepuasan servicescape. situasi covid-19 signifikan memoderasi hubungan antara electronic word of mouth dan kepuasan servicescape. serta kepuasan servicescape dan perilaku konsumen e-shopping dapat berpengaruh positif dan signifikanStudi ini dilaksanakan untuk mengidentidikasi elemen penting yang berpengaruh terhadap kinerja karyawan. Elemen-elemen tersebut berfokus pada pelatihan dan pengembangan, rekrutmen dan seleksi, kepuasan kerja dan motivasi. Perolehan sampel menggunakan teknik purposive sampling terhadap 260 karyawan hotel berbintang empat di Kota Batam dan diuji melalui aplikasi Smart PLS 3.0. Hasil pengujian menunjukkan pengaruh yang signifikan positif dari elemen penting tersebut terhadap kinerja karyawan. Motivation sebagai variabel mediasi, juga memiliki dampak yang signifikan positif terhadap kinerja karyawan. Hasil ini akan berguna bagi Manajemen Hotel untuk mempertahankan dan meningkatkan kinerja karyawan. Kata Kunci: Pelatihan dan pengembangan, Rekrutmen dan Seleksi, Kepuasan Kerja, Motivasi, Kinerja Karyawan.

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Word-of-mouth, servicescapes and the impact on brand effects

Cited by 8 publications

References 81 publications

Enhancing sustainable passenger experience through duty-free shopping at King Fahd Airport: A multimodal perspective

Enhancing sustainable passenger experience through duty-free shopping at King Fahd Airport: A multimodal perspective

The Impact of Viral Marketing Collateral on Brand Image: “#KwentongJollibee” Advertisement

Dampak Komunikasi E-WOM Dan Efek COVID-19 Pada Kepuasan Servicescape Terhadap E-Shopping Behavior

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