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Article
Publication date: 13 December 2024

Muhammad Waqas, Muhammad Ali Khan, Muhammad Adnan Waseem and Nauman Wajid

Given the lack of understanding surrounding search regret, this study aims to draw on the regret regulatory theory to investigate the outcomes of search regret and effective…

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Abstract

Purpose

Given the lack of understanding surrounding search regret, this study aims to draw on the regret regulatory theory to investigate the outcomes of search regret and effective strategies to reduce its adverse effects.

Design/methodology/approach

Using time-lagged data from 331 salespeople-customers dyads, this study investigates the connection between search regret, store image, interaction quality, and store revisit intentions.

Findings

Customers develop negative perceptions of the store, subsequently reducing their intentions to revisit. Salespeople’s interaction quality can reduce the negative impact of search regret on store image and revisit intentions. Furthermore, store image serves as a mediator between search regret and revisit intentions.

Originality/value

This study marks the first attempt to investigate the store image and revisit intentions as outcomes of search regret and examines the moderating role of salespeople’s interaction quality in reducing the negative consequences of search regret.

Details

International Journal of Retail & Distribution Management, vol. 53 no. 3
Type: Research Article
ISSN: 0959-0552

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 November 2020

Zoya Wajid Satti, Samreen Fahim Babar, Shagufta Parveen, Kashif Abrar and Asma Shabbir

This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs…

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Abstract

Purpose

This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry.

Design/methodology/approach

The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry.

Findings

The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry.

Research limitations/implications

The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price.

Originality/value

The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

Details

Asia Pacific Journal of Innovation and Entrepreneurship, vol. 14 no. 3
Type: Research Article
ISSN: 2071-1395

Keywords

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