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Article
Publication date: 10 April 2017

Maria-Eugenia Ruiz-Molina, Irene Gil-Saura and David Servera-Francés

This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in…

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Abstract

Purpose

This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in these relations.

Design/methodology/approach

An equations model has been contrasted based on 820 valid individual structured questionnaires administered to consumers of 13 trade names in four retail distribution sectors (food, textile, electronics and household goods).

Findings

The results provide evidence of the positive influence of relationship benefits on store loyalty and in particular the benefits stemming from trust. The links between social and special treatment benefits in relation to loyalty are, however, significantly stronger in the less innovative establishments.

Research limitations/implications

This paper provides evidence of the moderating role of innovation on the relationship between social benefits and special treatment benefits and loyalty.

Practical implications

Technology may be used as a differentiation tool. The retailer should concentrate its investments on information and communications technology solutions that contribute to enhance the customer experience at the point of sale without neglecting the social dimension to increase the benefits of trust and ultimately, customer loyalty.

Originality/value

The paper provides an in-depth examination of the retail innovation variable which is scarcely analysed in the literature, offering support for the idea that innovation at the point of sale plays a moderating role in the links between relational benefits and customer loyalty.

Details

Journal of Services Marketing, vol. 31 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 4 February 2019

Martina G. Gallarza, Teresa Fayos, Rosa Currás, David Servera and Francisco Arteaga

Since universities adopted a “Student as Customer” approach, student consumer behavior is a field of study which has become crucial. In the European higher education area, more…

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Abstract

Purpose

Since universities adopted a “Student as Customer” approach, student consumer behavior is a field of study which has become crucial. In the European higher education area, more understanding is needed on International students, and more precisely on Erasmus students. The purpose of this paper is to validate a multidimensional scale to assess Erasmus students’ value expectations (i.e. expected value) on the basis of costs and benefits in their choices as consumers of an academic experience abroad.

Design/methodology/approach

A survey conducted on a sample of 192 students from 50 universities show the role of functional, social and emotional values along with costs of time and effort in the perceived value of an Erasmus experience.

Findings

After validating the five scales, the results show that social and emotional are the aspects were students’ expected value dimensions are the highest, as the Erasmus experience is expected to enrich their studies and enable them to boost their self-confidence, while functionally helping them to find a job in the future. Concerning the sacrifices, the Erasmus experience has a high cost with regard to effort, time and energy, but students are willing to go through it: an Erasmus stay is seen as a good investment, whose benefits will be reaped in the long run.

Originality/value

The contribution of this paper comes from the scope and the target: a multidimensional trade-off approach to the expected value of the Erasmus experience. Other works have already depicted the educational experience through the value concept, but none, to the best of the authors’ knowledge, has measured expected value on the pre-purchase phase for Erasmus students.

Details

International Journal of Educational Management, vol. 33 no. 2
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 5 July 2018

Maria-Eugenia Ruiz-Molina, David Servera-Francés, Francisco Arteaga-Moreno and Irene Gil-Saura

The purpose of this paper is, first, to review the main conceptual proposals for the study of information and communication technologies (ICT) in tourism companies, and second, to…

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Abstract

Purpose

The purpose of this paper is, first, to review the main conceptual proposals for the study of information and communication technologies (ICT) in tourism companies, and second, to develop and validate a formative scale for measuring the degree of technological advancement in hotels, based on the perceptions of a sample of Spanish hotel guests.

Design/methodology/approach

After a literature review on the measurement of technology advancement in tourism, a formative scale for ICT advancement in hotels from the guest perspective is developed and validated through a multiple-indicator, multiple-cause model estimated through partial least squares regression with data from 197 Spanish hotel guests.

Findings

Results of the empirical research allow validating the proposed formative scale for measuring technological advancement in hotels, identifying solutions that hotel guests mainly associate with highly technified establishments.

Research limitations/implications

The proposed and validated formative scale for measuring the degree of technological advancement of hotels is expected to enable the proposal of models where the relations between central variables in consumer behaviour research (e.g. value) and their dependent variables (e.g. satisfaction) may be influenced by guests’ perception of hotel technology.

Originality/value

This paper presents an initial attempt to develop a scale for measuring the degree of technological advancement of tourism companies, a topic that has received scant attention in acad`emic research in spite of the importance of technology in this industry.

研究目的

本论文研究目的, 第一, 审阅关于旅游公司的信息通信技术(ICT)相关理论研究;第二, 以西班牙酒店客户为样本, 编制和验证酒店科技先进度的形成性量度。

研究设计/方法/途径

本论文首先审阅了旅游产业中科技先进度测量的相关文献, 然后通过MIMIC模型编制了从酒店客户角度出发的测量酒店ICT的形成性量度, 最后通过197份西班牙酒店客户样本和偏最小二乘回归来验证模型。

研究结果

本论文验证了衡量酒店科技先进度的形成性量度, 并且发现各种解决方案, 其酒店客户用来评价高科技酒店个体的标准。

研究理论限制/意义

编制和验证的衡量酒店科技先进度的形成性量度, 表明消费者行为学核心概念(比如, 价值)和消费者满意度之间, 是可以由酒店客户对酒店科技度的感知因素来影响的。

研究原创性/价值

本论文首次编制衡量旅游公司科技先进度的量度。尽管科技在行业中被视为很重要, 但是这个话题在科研界受到较少的关注。

关键词

科技先进度、信息通信科技、形成性量度、反应性量度、酒店

纸张类型

研究论文

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Article
Publication date: 18 September 2017

María Fuentes-Blasco, Beatriz Moliner-Velázquez, David Servera-Francés and Irene Gil-Saura

Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been…

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Abstract

Purpose

Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation.

Design/methodology/approach

The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store.

Findings

The results show that technological innovation is more important than marketing innovation in shaping image, value and satisfaction. At the same time, store image is the variable that most influences customer satisfaction and that satisfaction is a very significant antecedent of WOM behaviour. Practical implications for retail managers and further research are presented.

Originality/value

The main value of this work has been to go deeper into the study of retail innovation, both in marketing and technologies, and its direct and indirect effects on satisfaction and subsequent recommendation through store image, consumer value and store brand equity. It is a new line of study, which is still fragmented and with little empirical evidence.

Details

Journal of Product & Brand Management, vol. 26 no. 6
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 23 May 2008

Irene Gil Saura, David Servera Francés, Gloria Berenguer Contrí and María Fuentes Blasco

Now‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of…

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Abstract

Purpose

Now‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.

Design/methodology/approach

After reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacturers. The study collected data from 194 companies. Structural equation modeling was applied to these data to test relationships among the variables in the study.

Findings

The reliability and validity tests show satisfactory results. The conclusions confirm this chain of consequences, and emphasize the incidence of ICT in the description and intensity of these relations.

Research limitations/implications

As non‐probabilistic sampling methods have been used, in subsequent research, it would be useful to obtain a more representative population sample. In future, works relations between the variables proposed would be analyzed contemplating the sectoral nature of the sample, accepting that relationship intensity may be modified according to the company's sector of activity.

Originality/value

This paper describes a framework to explore the relationships between service quality, customer satisfaction and loyalty in the supply chain from the perspective of ICT.

Details

Industrial Management & Data Systems, vol. 108 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Available. Content available
Article
Publication date: 18 September 2017

Francisco Guzman and Cleopatra Veloutsou

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Abstract

Details

Journal of Product & Brand Management, vol. 26 no. 6
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 14 January 2019

S. Mostafa Rasoolimanesh and Faizan Ali

2958

Abstract

Details

Journal of Hospitality and Tourism Technology, vol. 9 no. 3
Type: Research Article
ISSN: 1757-9880

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Book part
Publication date: 21 October 2020

Elisabete Correia, Susana Garrido Azevedo and Helena Carvalho

In recent years, there has been a growing importance of sustainability communication and the role of the Internet in contemporary corporate communication that has allowed the…

Abstract

In recent years, there has been a growing importance of sustainability communication and the role of the Internet in contemporary corporate communication that has allowed the diversification of information dissemination tools. Thus, the objective of this study is to determine the quantity and nature of the content of the information related to sustainability disclosed through the corporate website of Portuguese metal mould companies. The results obtained based on the content analysis seem to indicate that the number of metal mould companies that discloses sustainability information is quite low. Those who disclose information are in a very limited way whether in quantity or in relation to the type of information disclosed. Considering the various dimensions of sustainability, the information disclosed about environmental and social aspects is scarce. The focus is on aspects related to the economic dimension, particularly in the areas related to products and services and customers.

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Publication date: 12 November 2021

Kaylee Litson and David Feldon

There is currently a great deal of attention in psychometric and statistical methods on ensuring measurement invariance when examining measures across time or populations. When…

Abstract

There is currently a great deal of attention in psychometric and statistical methods on ensuring measurement invariance when examining measures across time or populations. When measurement invariance is established, changes in scores over time or across groups can be attributed to changes in the construct rather than changes in reaction to or interpretation of the measurement instrument. When measurement in not invariant, it is possible that measured differences are due to the measurement instrument itself and not to the underlying phenomenon of interest. This chapter discusses the importance of establishing measurement invariance specifically in postsecondary settings, where it is anticipated that individuals' perspectives will change over time as a function of their higher education experiences. Using examples from several measures commonly used in higher education research, the concepts and processes underlying tests of measurement invariance are explained and analyses are interpreted using data from a US-based longitudinal study on bioscience PhD students. These measures include sense of belonging over time and across groups, mental well-being over time, and perceived mentorship quality over time. The chapter ends with a discussion about the implications of longitudinal and group measurement invariance as an important conceptual property for moving forward equitable, reproducible, and generalizable quantitative research in higher education. Invariance methods may further be relevant for addressing criticisms about quantitative analyses being biased toward majority populations that have been discussed by critical theorists engaging quantitative research strategies.

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Article
Publication date: 2 October 2024

Mohammed Ismail El-Adly, Nizar Souiden and Arusa Khalid

This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty.

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Abstract

Purpose

This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty.

Design/methodology/approach

Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling.

Findings

This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment.

Practical implications

This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics.

Originality/value

This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

Details

Consumer Behavior in Tourism and Hospitality, vol. 19 no. 4
Type: Research Article
ISSN: 2752-6666

Keywords

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