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Article
Publication date: 16 May 2019

Jordi Pujadas-Hostench, Ramon Palau-Saumell, Santiago Forgas-Coll and Jorge Matute

The purpose of this paper is to design and test a conceptual model integrating uses and gratifications (UGT), self-image congruity (SIC), and theory of planned behavior (TPB…

952

Abstract

Purpose

The purpose of this paper is to design and test a conceptual model integrating uses and gratifications (UGT), self-image congruity (SIC), and theory of planned behavior (TPB) theories to identify the drivers that lead users to develop intentions to purchase clothing products through social networking sites (SNS).

Design/methodology/approach

Using an online questionnaire, data were collected from customers of clothing products who visit the SNS of their preferred clothing brands (n=1,003). Empirical results, using partial least squares regressions, were used to test the conceptual model.

Findings

The results supported the model and showed, as the main result, that purchase intention through the use of SNS is positively affected by intentions to use SNS and SNS use. SNS use is influenced by intentions to use SNS and by UGT. Intentions to use SNS are positively affected by UGT, attitude and perceived behavioral control (PBC). Attitude is positively influenced by UGT, SIC, PBC and subjective norm.

Social implications

These findings reveal that the critical elements in achieving purchase intentions in users through SNS include obtaining their participation by managing the SNS according to users’ self-image and offering useful gratifications.

Originality/value

This paper integrates theories of SIC, UGT and the TPB in a context of technology post-adoption to understand users’ purchase intentions through SNS. By establishing this novel theoretical integration approach, this paper furthers insight into purchase intentions through SNS.

Details

Industrial Management & Data Systems, vol. 119 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 15 January 2019

Jordi Pujadas-Hostench, Ramon Palau-Saumell, Santiago Forgas-Coll and Javier Sánchez-García

The purpose of this paper is to investigate the intention to purchase products through clothing brands’ social network sites (SNS) based on the theory of planned behavior and uses…

1697

Abstract

Purpose

The purpose of this paper is to investigate the intention to purchase products through clothing brands’ social network sites (SNS) based on the theory of planned behavior and uses and gratifications theory (U&G), and the moderating effects of self-image congruity (SIC).

Design/methodology/approach

Data were collected from 1,003 followers of their favorite clothing brands’ SNS. Data analysis was performed using structural equation modeling (SEM) and multi-group SEM analysis. The models were estimated from the matrices of variances and covariances by the maximum likelihood procedure using EQS 6.1.

Findings

The results highlight the positive impact of U&G on attitude, SNS intentions and SNS use, and U&G, SNS intentions and SNS use were seen to be the main antecedents predicting purchase intentions. Furthermore, SIC was found to have moderating effects between SNS attitude and SNS intentions and between SNS intentions and SNS use.

Practical implications

This research can help clothing brands understand the need to generate brand beliefs, and to develop contents or events to help accomplish the transition from use to purchase.

Originality/value

This research contributes to the literature by providing a better understanding of intention to use and purchase intention through clothing brands’ SNS pages.

Details

Online Information Review, vol. 43 no. 5
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 4 April 2016

Ruben Huertas-Garcia, Juan Carlos Gázquez-Abad and Santiago Forgas-Coll

Adaptive conjoint analysis (ACA) is a market research methodology for measuring utility in business-to-business and customer studies. Based on partial profiles, ACA tailors an…

758

Abstract

Purpose

Adaptive conjoint analysis (ACA) is a market research methodology for measuring utility in business-to-business and customer studies. Based on partial profiles, ACA tailors an experiment’s design to each respondent depending on their previously stated preferences, ordered in a self-assessment questionnaire. The purpose of this paper is to describe advantages and disadvantages of using a partial-profile randomised experiment, the usual system, and to propose a new design strategy for arranging profiles in blocks that improve its performance.

Design/methodology/approach

The authors propose a comparison between their design with the commonly used designs, as random designs and the so-called “mirror image”, in their resolution capacity for the estimations of main factors and two-factor interactions with the lowest number of profiles.

Findings

Comparing the proposed design over the other two designs highlights certain aspects. The proposed design guarantees more estimation for each experiment than the others and allows the researcher to tailor the design to his or her goals. The authors’ procedure will help researchers to determine an experiment’s resolution capacity before carrying it out, as well as to estimate main factors and two-factor interactions alike.

Originality/value

The authors propose a new design strategy for arranging the profiles in blocks for improving the performance of ACA. This proposal is based on the use of a full-profile approach in which profiles are arranged in two-level factorial designs in blocks of two, and the levels of each factor are codified vectorially.

Details

Journal of Business & Industrial Marketing, vol. 31 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 9 September 2014

Santiago Forgas-Coll, Ramon Palau-Saumell, Javier Sánchez-García and Eva María Caplliure-Giner

The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the…

2469

Abstract

Purpose

The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions.

Design/methodology/approach

A structural model was developed. In order to verify the hypotheses, a total of 729 cruise passengers were sampled. The study of the data used structural equation models by means of a multi-group analysis.

Findings

The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the relationships between constructs in most of the relationships in the two cruise lines analyzed.

Practical implications

The differences in the relationships of perceived service quality with overall satisfaction, trust and behavioral intentions suggest that one of the cruise lines analyzed ought to make decisions to improve the installations and the services on board the ships. These decisions involve substantial investments which affect, as well as the marketing management regarding the design of the product, the financial management and also the CEO.

Originality/value

Unlike earlier studies of cruise tourism carried out in Caribbean and Asian destinations, this study empirically tested a model of the formation of behavioral intentions which incorporates trust as a mediator variable between satisfaction and behavioral intentions and between perceived service quality and behavioral intentions in the Mediterranean. Also tests the moderator effect exercised by the cruise line on the consumers’ perception on the way to behavioral intentions.

Details

Management Decision, vol. 52 no. 8
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 19 July 2013

Juan Carlos Fandos Roig, Marta Estrada Guillén, Santiago Forgas Coll and Ramon Palau i Saumell

The aim of this study is to analyze the influence of perceived value on customer loyalty, going into depth in the special case of social value.

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Abstract

Purpose

The aim of this study is to analyze the influence of perceived value on customer loyalty, going into depth in the special case of social value.

Design/methodology/approach

A total of 200 personal surveys have been conducted on customers of financial institutions, and structural equation modelling has been used to compare the relationships arising.

Findings

The importance of perceived value for consumer loyalty is confirmed, and the core performance of the service received is the main determinant of satisfaction. The effect of social value on customer loyalty is also examined in two ways: as a determinant of the attitude of the individual and as a normative component directly influencing behavioral intentions.

Research limitations/implications

This research was carried out in financial services. Further research of the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of this study's findings.

Practical implications

It highlights the interest of social marketing programs and corporate social responsibility to maintain the customer's loyalty.

Originality/value

The contribution of this work is that it makes it possible to study the effect of social value along with other relational variables in consumer loyalty. The authors compared the effect of the core service performance with the social component as an element influencing the individual's attitude and as a normative element.

Details

International Journal of Bank Marketing, vol. 31 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Available. Content available
Article
Publication date: 4 April 2016

José M. Merigó, Anna M. Gil-Lafuente and Jaime Gil-Lafuente

This special issue of the Journal of Business & Industrial Marketing, entitled “Business, Industrial Marketing and Uncertainty”, presents selected extended studies that were…

8737

Abstract

Purpose

This special issue of the Journal of Business & Industrial Marketing, entitled “Business, Industrial Marketing and Uncertainty”, presents selected extended studies that were presented at the European Academy of Management and Business Economics Conference (AEDEM 2012).

Design/methodology/approach

The main focus of this year was reflected in the slogan: “Creating new opportunities in an uncertain environment”. The objective was to show the importance that uncertainty has in our current world, strongly affected by many complexities and modern developments, especially through the new technological advances.

Findings

One fundamental reason that explains the economic crisis is that the government and companies were not well prepared for these critical situations. And the main justification for this is that they did not have enough information. Otherwise, they would have tried any possible strategy to avoid the crisis. Usually, uncertainty is defined as the situation with unknown information in the environment.

Originality/value

From a theoretical perspective, the problem here is that enterprises and governments should assess the information and the uncertainty in a more appropriate way. Usually, they have some studies in this direction, but many times, it is not enough, as it was proved in the last economic crisis.

Details

Journal of Business & Industrial Marketing, vol. 31 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 28 November 2024

Ainur Kenebayeva, Muhittin Cavusoglu, Rajibul Hasan, Gainiya Tazhina and Assem Abdunurova

This study aimed to (a) investigate the effects of robot service efficiency, enthusiastic curiosity, escapist experience and sense of security on perceived experience value (PEV…

62

Abstract

Purpose

This study aimed to (a) investigate the effects of robot service efficiency, enthusiastic curiosity, escapist experience and sense of security on perceived experience value (PEV) and identify which dimension is the strongest determinant of PEV; (b) examine PEV’s effect on behavioral intention to dine in a robot-enhanced restaurant (RER); (c) examine cultural differences (Kazakh vs. United States consumers) on these dynamics; and (d) examine gender’s moderating effect between PEV and behavioral intention to dine in an RER.

Design/methodology/approach

The data were collected through a self-administered online survey based on a convenience nonprobability sampling technique with participants in Kazakhstan and the US Partial least squares structural equation modeling was used to investigate relationships between the constructs.

Findings

The findings indicated that PEV was influenced positively and significantly by robot service efficiency, enthusiastic curiosity, escapist experience and sense of security. Gender moderated the relationship between PEV and behavioral intention. Also, multigroup analyses found notable behavioral differences between Kazakh and US participants.

Originality/value

Grounded in Expectancy-value Theory, the present study demonstrated the effects of experiential (escapist experience), psycho-emotional (enthusiastic curiosity) and quality conditions (service efficiency and sense of security) on PEV and consumers’ behavioral intentions, with variations observed across genders and cultures.

研究目的

本研究旨在:(a) 探讨机器人服务效率、好奇心、逃避体验和安全感对感知体验价值(PEV)的影响, 并确定哪个维度是PEV的最强决定因素; (b) 检验PEV对在机器人增强餐厅(RER)用餐的行为意图的影响; (c) 探讨这些动态中的文化差异(哈萨克消费者与美国消费者); (d) 检验性别在PEV与在RER用餐行为意图之间的调节作用。

研究方法

数据通过自填式在线调查收集, 采用便利非概率抽样方法, 参与者来自哈萨克斯坦和美国。研究采用偏最小二乘结构方程模型来分析构念之间的关系。

研究发现

结果表明, 机器人服务效率、好奇心、逃避体验和安全感对PEV均具有正向显著影响。性别调节了PEV与行为意图之间的关系。此外, 多组分析发现了哈萨克和美国参与者之间显著的行为差异。

研究创新

本研究基于期望-价值理论, 展示了体验性因素(逃避体验)、心理情感因素(好奇心)和质量条件(服务效率和安全感)对PEV和消费者行为意图的影响, 并观察到性别和文化上的差异。

Details

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

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Article
Publication date: 8 November 2021

José Ignacio Castillo-Manzano, Mercedes Castro-Nuño and Rafael Pozo-Barajas

This paper aims to identify the drivers that explain loyalty behavior in cruise tourism with the aim of achieving a better understanding of repeat cruisers’ intentions to sail on…

1267

Abstract

Purpose

This paper aims to identify the drivers that explain loyalty behavior in cruise tourism with the aim of achieving a better understanding of repeat cruisers’ intentions to sail on the same ship or on another ship belonging to the same cruise line or cruise corporation.

Design/methodology/approach

Based on over 150,000 online reviews about their satisfaction and experience posted by cruisers using so-called electronic Word of Mouth (e-WOM), the authors apply both a graphic and an econometric technique through input-output circular plots and discrete choice models.

Findings

The main results show that cruisers’ behavior is influenced by multiple onboard attributes, such as the service crew, entertainment options, type of cabin, some characteristics of the ship (age, capacity) and the cruise line (Premium-Luxury versus mainstream), and, specifically, the quality and variety of the gastronomic experience.

Practical implications

The results highlight that repeats cruisers are predominantly linked to a cruise company or a cruise corporation rather than a particular ship. This result provides information on the moderators that can influence the customers’ repetition behavior, which might be useful for planning revenue management and extending knowledge on hospitality loyalty in general and in the cruise industry in particular, specifically under the current uncertainty due to the COVID-19 pandemic.

Originality/value

The previous literature has essentially examined revisit intentions in the cruise market from a qualitative approach and the authors have found no study to date that has simultaneously addressed this issue in three dimensions, namely, ship, cruise line and cruise corporation. The research fills this gap by determining the reasons why passengers would repeat a cruise either on the same ship, with the same cruise line or the same cruise corporation based on previous experience.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 21 October 2024

Edward C.S. Ku

Airports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; the study aims to explore how the virtual…

126

Abstract

Purpose

Airports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; the study aims to explore how the virtual integration competence and the perceived warmth of AI in airports increase customer service competencies and satisfy their passengers.

Design/methodology/approach

Based on the perspectives of digital competencies and hybrid intelligence, a continued usage intention model was analyzed using the partial least squares approach; this study used purposed sampling to collect data from those airports; participants who adopted the AI service in airports in Beijing, Taipei and Singapore who have the potential to use AI service usage experience more than three times and 384 completed questionnaires were analyzed.

Findings

AI innovations serve human tasks at airports and analytics applications as change drivers and can replace legacy procedures. The research findings help point out the perceived warmth of AI and the virtual integration competence of airports utilizing the intimacy of AI services.

Originality/value

AI innovations provide a service change to replace human tasks and intelligence and analytics applications at airports. AI services are a powerful tool for airports to serve their passengers efficiently; airports will collaborate with airlines to offer AI services to passengers.

Details

Business Process Management Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-7154

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