Christine Mening Ngau, Andreas H. Zins and Dhanuskodi Rengasamy
The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer…
Abstract
Purpose
The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer empowerment through high accessibility of information on the internet, this has led to a phenomenon known as switching behavior. The purpose of this review is to examine the determinants governing switching behavior among bank customers. This review highlights the importance of research which looks beyond pre-adoption behavior by examining post-adoption behavior; what happens after initial technology acceptance.
Design/methodology/approach
This review examines 44 journal articles researching switching behavior published between 1995 and 2022 in top journals. From a synthesis of literature, a conceptual framework for analysis and understanding switching behavior is presented.
Findings
Although various scholars have investigated switching behavior among bank customers, there are few studies which provide a comprehensive review and research classifications in this area. This review classifies key determinants of switching behavior into socio-demographic factors, situational triggers, influential triggers and reactional triggers. Structural equation modelling is the most common research methodology utilized in reviewed articles. The literature review reveals that mediators and moderators are less commonly deployed compared to determinants. Findings also indicate switching behavior studies still lack theory-driven conceptual frameworks.
Originality/value
This paper is the first systematic literature review on switching behavior research among bank customers spanning across 28 years in top academic journals. It integrates insights from 44 relevant research papers through publication trends. This review identifies key research gaps and provides future research directions.
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Thomas Mayr and Andreas H. Zins
The purpose of this paper is to test and compare different conceptual approaches for perceived value in a service context.
Abstract
Purpose
The purpose of this paper is to test and compare different conceptual approaches for perceived value in a service context.
Design/methodology/approach
Perceived value is an outcome construct that results from various benefits received and sacrifices devoted to achieve a particular exchange of a service. The paper compares three different modeling approaches (Type 1, Type 2, and Type 4) for perceived value using data from an in‐flight survey. The questionnaire covered topics such as perceived service quality and overall satisfaction, price perception, customer value, and customer retention.
Findings
The theoretical discussion repeatedly emphasizes that only the formative modeling of perceived value fits the arguments put forward in the existing literature. This study replicates and extends a study by Lin et al. in the airline service context. The paper reports details about the impact of the proposed seven “get” and “give” components, together with an analysis of the consequences perceived value has on satisfaction, loyalty, and word‐of‐mouth.
Research limitations/implications
The findings suggest extensions and improvements concerning measurement and conceptual issues.
Practical implications
Perceived value shows a substantial effect on behavioral consequences. Service operations must observe the perception of atmospherics emerging from the main service encounters next to considering functional aspects.
Originality/value
Misconceptualizations of multi‐item constructs are well known. However, critical discussions and empirical tests are still scarce in the tourism field. This paper tests and compares different conceptual approaches for perceived value in a service context.
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This chapter enhances insights into destination image and competitor assessments by extending the research framework of perception-based market segmentation by two perspectives…
Abstract
This chapter enhances insights into destination image and competitor assessments by extending the research framework of perception-based market segmentation by two perspectives: allowing generating individual sets of competitors and contrasting two stages of travel experience: pre- and after trip. The empirical study is based on two samples of leisure travelers: a mix of international travelers who just finished their trip to Thailand and a group of European travelers interested in visiting Thailand. Against conventional assumptions though supporting more recent findings on destination decision making the majority of travelers did not identify any direct competitor.
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Ulrike Gretzel, Yeong‐Hyeon Hwang and Daniel R. Fesenmaier
Destination recommender systems need to become truly human‐centric in their design and functionality. This requires a profound understanding of human interactions with technology…
Abstract
Purpose
Destination recommender systems need to become truly human‐centric in their design and functionality. This requires a profound understanding of human interactions with technology as well as human behavior related to information search and decision‐making in the context of travel and tourism. This paper seeks to review relevant theories that can support the development and evaluation of destination recommender systems and to discuss how quantitative research can inform such theory building and testing.
Design/methodology/approach
Based on a review of information search and decision‐making literatures, a framework for the development of destination recommender systems is proposed and the implications for the design and evaluation of human‐centric recommender systems are discussed.
Findings
A variety of factors that influence the information search and processing strategies that influence interactions with a destination recommender system are identified. This reveals a great need for data‐driven models to inform recommender system processes.
Originality/value
The proposed framework provides a basis for future research and development in the area of destination recommender systems. The paper concludes that the success of a specific destination recommender system will depend largely on its ability to anticipate and respond creatively to transformations in the personal and situational needs of its users. Such system intelligence needs to be based on empirical data analyzed with sophisticated quantitative methods. The importance of recommender systems in tourism marketing is also discussed.
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Josef Mazanec and Andreas Zins
The EUROSTYLE system represents a multinational lifestyle approach that has been developed since 1972 by the French enterprise Centre de Communication Avanc) (CCA) of the…
Abstract
The EUROSTYLE system represents a multinational lifestyle approach that has been developed since 1972 by the French enterprise Centre de Communication Avanc) (CCA) of the Havas‐Eurocom group. In 1989 this research system has been established in 15 European countries by the member companies of the EUROPANEL network.