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Article
Publication date: 19 May 2020

Jorge Mazza Garcia, Otávio Bandeira De Lamônica Freire, Eduardo Biagi Almeida Santos and Josmar Andrade

In 2008, a phenomenon emerged in online retail that attracted the attention of many people, creating a new virtual model of commerce. This phenomenon was called online group…

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Abstract

Purpose

In 2008, a phenomenon emerged in online retail that attracted the attention of many people, creating a new virtual model of commerce. This phenomenon was called online group buying and arrived in Brazil in 2010. The purpose of this study was to identify the factors that affect satisfaction and loyalty to group buying sites.

Design/methodology/approach

Through structural equation modeling, the relationships between the attractiveness of discount rates, service quality, popularity, online brand image, antecedent word of mouth (WOM), creativity and trust in relation to consumer general satisfaction, declared loyalty, repurchase intention and positive WOM were observed. A total of 727 valid questionnaires were collected from online group buyers to test the 11 hypotheses proposed in this study.

Findings

The main contribution of this study was that it identified the strong influence of service quality, popularity and online brand image on consumer general satisfaction, and the influence of service quality, trust and general satisfaction on repurchase intention. It also identified the influence of trust, creativity and general satisfaction on declared loyalty, and finally, the influence of trust and general satisfaction on positive WOM.

Research limitations/implications

Because of the extensive and robust model, other statistical interactions among the constructs were gauged. It is possible that new structures and paths for alternative models can be proposed in the future with the inclusion of new relationships not analyzed in the present study. Furthermore, future studies should consider testing the generated model in other countries, as the particular features of collective purchasing in Brazil should be taken into account.

Practical implications

In addition to being concerned with the attractiveness of discounts, marketing managers of group buying sites should concentrate their efforts on strengthening perceived quality, image, trust and the creativity of the site to ensure customer loyalty.

Social implications

The online group buying business model that was established in Brazil differs significantly from the American and European models. As many online group buying studies have been conducted in these markets, Brazilian consumers will enjoy substantial gains in the quality of the service provided by collective purchasing sites through the development of actions that focus on improving the factors that affect these consumers.

Originality/value

The originality of this study lies in the development of a single model that tests a set of factors gauged separately in other studies related to online purchase behavior in a broader perspective.

Details

Revista de Gestão, vol. 27 no. 3
Type: Research Article
ISSN: 1809-2276

Keywords

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Article
Publication date: 14 July 2022

Gerson Tontini, Vânia Montibeler Krause, Luiz Fernando da Silva, Fabiana Rúbia Vieira, Thiago Santos and Josmar Andrade

This paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods.

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Abstract

Purpose

This paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods.

Design/methodology/approach

With a sample of 345 cinema customers, the analysis compares penalty–reward contrast analysis (PRCA) and multiple linear regression analysis (MLR).

Findings

This research demonstrates that PRCA brings a better identification of the antecedents of customer behavior intention than MLR, showing that a nonlinear analysis can bring superior decision information to movie theater managers. Also, this study shows that superior performance of aspects related to the client's feelings leads the consumer to a tendency to return and recommend the cinema (behavior intention). This study also confirms that successful recovery actions can compensate for failures.

Originality/value

Although the nonlinear antecedents of customer satisfaction have been studied in the scientific literature, there is a gap of studies applying methods to identify nonlinear antecedents of customer behavior intention (tendency to return and recommend), particularly in the industry of movie theater services. The findings of this research may allow movie theaters to improve the service provided, confronting the great challenges of online movie-watching alternatives.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

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