Customer Behavioral Intentions Research Articles

Impact of Live Chat Service Quality on Behavioral Intentions and Relationship Quality: A Meta-Analysis

The purpose of this research is to synthesize by means of a meta-analysis knowledge acquired to date on the impact of live chat service quality on customer behavioral intentions and relationship quality. An analysis of twenty-nine topical studies demonstrates that live chat capability unquestionably contributes to the formation of customer behavioral intentions, while enhancing customer relationship quality. The study also identifies those variables which exert a moderating effect on behavioral intentions and relationship quality (e.g., age, culture, product typology), and therefore sheds light on the conditions in which these services generate the most benefits. Based on the findings of the meta-analysis, the authors point to gaps in the literature, propose a varied choice of topics for future research by academics, and suggest an extensive lineup of tools and advice for managers.

Listening Behaviour and Assertive Communications in Preventing Switching Intentions of Hospital Customers

Several studies have shown that listening behavior affects customer satisfaction, which in turn has a negative effect on switching intention. In addition, customer behavior intention is also influenced by assertive communications. Does this apply in the context of non-face-to-face communication, such as a hospital call center? The role of hospital call center officers is becoming increasingly important in the midst of the COVID-19 pandemic. Officers must answer community questions and provide the latest information. Several studies have not seen the effect of listening behavior and assertive communication on call center officers. Using quantitative methods, the research population was hospital patients in Indonesia who contacted the call center at least once in the last 6 months. Primary data was collected using a questionnaire in Google Docs format that was sent directly via e-mail and Instagram direct messages to respondents. This online survey technique is carried out in a web-based selfadministered manner. After testing the validity and reliability, the results of this study prove that listening behavior and assertive communication affect switching intention. In addition, corporate reputation is also proven to moderate the influence of listening behavior and assertive communication on switching intention.

LISTENING BEHAVIOR AND ASSERTIVE COMMUNICATIONS OF CALL CENTER OFFICERS IN PREVENTING HOSPITAL CUSTOMERS' SWITCHING INTENTIONS

Several studies have shown that listening behavior affects customer satisfaction, which in turn has a negative effect on switching intention. In addition, customer behavior intention is also influenced by assertive communications. Does this apply in the context of non-face-to-face communications, such as a hospital call center? The role of hospital call center officers is becoming increasingly important during the COVID-19 pandemic. Officers must answer questions and provide accurate information. From several studies, the effect of listening behavior and assertive communications on call center officers has not yet been seen. Research using quantitative methods is then done, with a research population of hospital patients in Indonesia who contacted a call center at least once in the last 6 months. Primary data was collected using a questionnaire in Google Docs format that was sent directly via e-mail and Instagram direct messages to respondents. This online survey technique is carried out in a web-based self-administered manner. After testing the validity and reliability, the results of this study proved that listening behavior and assertive communications affect switching intention. This means that the better the listening behavior of hospital call center officers, the higher the tendency of hospital patients to not switch to other hospitals. The same goes for assertive communications. If the hospital call center officer has assertive communications skills, the tendency of hospital patients to not switch to another hospital will increase. As a moderation variable, corporate reputation has been shown to moderate the influence of listening behavior and assertive communications on switching intentions.

The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia

The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive ” are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer loyalty to a company's brand. This finding is in accordance with the study's findings that airline image and service quality have a significant influence on customer behavioral intentions. Because a brand's experience includes a consumer's subjective experience and behavior, customer experience is related to customer loyalty. The airline's image, trust, and additional services all contribute to the overall expertise. Customers who have a happy impression and thus be willing to repurchase the service.

COVID-19-based threat vs coping appraisal: effect of psychological risk on customer engagement and behavioral intentions

PurposeDrawing upon protection motivation theory and service-dominant-logic, the authors develop a model, which examines the influence of perceived psychological risk and social media involvement (SMI) on customer-brand-engagement (CBE), brand co-creation and behavioral intention during COVID-19 outbreak in the tourism context. The current research also explores the mediating effect of CBE, and moderating role of tourism-based threat/coping appraisal in the proposed associations.Design/methodology/approachTo investigate such issues, the authors deploy a sample of 320 tourism consumers by adopting partial least squares-structural equation modeling or (PLS-SEM).FindingsPLS-SEM findings revealed that SMI positively impacts tourism-CBE. Secondly, results revealed the customer brand engagement's significant-positive effect on brand co-creation and behavioral intent. Third, results showed the social media's and psychological risk's indirect impact on co-creation and behavioral intent, as mediated through customer brand engagement. Fourth, results exposed a significant/negative moderating effect of threat appraisal and significant/positive moderating role of coping appraisal in projected relationships.Research limitations/implicationsGiven the study's focus on pandemic-based SMI, CBE and co-creation, the authors contribute to the existing tourism marketing literature, which also generates plentiful avenues for further research, as delineated.Practical implicationsThis research facilitates tourism brand managers to better understand the drivers of CBE and paves the way for managers to develop CBE and threat/coping strategies during pandemic.Originality/valueDespite the increasing understanding of social media, CBE and co-creation in tourism, limited remains identified regarding the association of these, and associated, factors during pandemic, as thereby explored in the current research.

Will You Continue to Use Food Delivery Services During the Transition to the Endemic Phase of the Covid-19 Pandemic?

Malaysia entered the transition to endemic phase of the Covid-19 pandemic on April 1, 2022. After two years of fighting the pandemic, the transition to the endemic phase is an exit strategy that enables Malaysians to return to a nearly normal life. This paper examines whether customers will continue to use food delivery services now that most individuals are permitted to return to work physically. This study will also examine if perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude impact customer behavioral intention toward food delivery services and whether attitude mediates the aforementioned relationship. 200 Malaysians participated in the survey. The findings indicate that perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for meal delivery services. The link between perceived usefulness, ease of use, enjoyment, trust, social influence, and behavioral intention is mediated by attitude. Recommendations and consequences were presented. Keywords: Perceived usefulness, Ease of use, Enjoyment, Trust, Social influence, Attitude, Behavioral Intention, Malaysia.

PERCEIVED VALUE, CUSTOMERS’ SATISFACTION, AND CUSTOMERS’ BEHAVIORAL INTENTION TOWARDS MALAYSIAN HERITAGE FOOD SERVED BY HOTELS AROUND KLANG VALLEY

Malaysian heritage food has become the most noticeable sign of the intermingling culture of ’Malaysia’s multiracial population. Heritage food can provide an intuitive sense of unity and a better understanding of the history of multiracial cultures. While their heritage foods are served in various establishments, hotel dining restaurants have become one of the most essential platforms that serve the highest quality Malaysian heritage food. The general objective of this research is to determine the perceived value, customer satisfaction, and behavioural intention towards Malaysian heritage food served by hotels around Klang Valley. A semi-structured questionnaire was used to select 200 respondents among customers who dined in the chosen hotel restaurants around Klang Valley. Findings are shown in terms of the perceived value of overall atmospheric (3.88 ± 0.51) followed by the overall service quality (3.78 ± 0.52) and the overall food quality (3.77 ± 0.65). Respondents were most satisfied with the “Interior dining environment” (3.85 ± 0.62), and “Professionalism and courtesy of the employees” (3.80 ± 0.65); however, they appeared less enthusiastic about the “Taste and authenticity of the heritage foods” (3.64 ± 0.63) and the “Price of the food” (3.55 ± 0.68). The impact of customer behavioural intention was also further discussed. Finally, the study indicated that there is a significant difference in the perceived value (p=0.007) and customer satisfaction (p=0.035) among varying demographic characteristics (race). However, no significant differences among demographics toward the dependent variable of customer satisfaction were found. Only race is significantly related to perceived value and customer satisfaction.

Investigating the Effect of Satisfaction toward Self-Service Technology (SST) and Behavioral Intention Relationship: Its role in the green hotel industry

Today's hotels are deploying self-service technologies (SSTs) to allow efficient and effective service delivery. SST significantly impacts customers' interaction with service providers. Through the survey, this study explores the relationship between SST and customer behavioural intention via customer satisfaction for Malaysia's green hotel industry. Data from 431 respondents were analysed using structural equation modelling with the partial least squares approach. The findings showed customer satisfaction mediated the association between SST and customer behavioural intention. This finding would help the green hotel's managers to focus on SST which could boost customer satisfaction and indirectly improve the likelihood of positive behavioural intention.

전시컨벤션센터의 ESG활동이 기업의 지속가능경영과 고객 행동의도에 미치는 영향

The purpose of this study was structurally investigated the effect of ESG activities of exhibition and convention center on sustainability management and customer behavioral intentions. For data collection, an online questionnaire was distributed for about one month from August 10 to September 10, 2021 for employees working at Il-San KINTEX, and a total of 121 questionnaires were collected and used for analysis. Firstly, it was found that among the ESG activities of the exhibition and convention center, socially responsible management factors and transparent management factors affect corporate evaluation, and corporate socially responsible management factors and transparent management factors affect corporate image. Second, among the ESG activities of eco-friendly management, socially responsible management, and transparent management of the exhibition and convention center, there was no effect on the customer's intention to use the customer's behavior. In addition, among the ESG activities of the exhibition and convention center, transparent management factors affected customer satisfaction and customers' brand loyalty, social responsibility management factors affected customer loyalty.

코로나19로 인한 호텔의 언택트 서비스 품질이 고객만족과 행동의도에 미치는 영향에 관한 연구

The purpose of this study is to investigate the effect of the untact service quality provided by hotel companies on customer satisfaction and behavioral intention. The study was conducted on customers who had experience using untact services provided by hotels in Seoul, and 283 people were selected as samples, excluding defective data. As a result of the test through the linear regression method, it was found that the quality factor of the untact service had a significant positive (+) effect on customer satisfaction and a significant positive (+) effect on the customer behavior intention of customer satisfaction. Through this, it derived theoretical and practical implications that the quality factor of the untact service provided by hotel companies has a positive effect on the satisfaction of customers and the behavioral intention of satisfied customers. However, this study was conducted on hotels that provide untact services in downtown Seoul, and additional research is needed because there is a limitation in the lack of diversity in the detailed factors of untact services.

The Role of Hotel Customer–employee Bond in Generating Positive Customer Behavioral Outcomes

In the hospitality sector, while close and high quality of relationships between the customers and employees may develop a long-lasting bilateral bond, the opposite may create customer loss. By following a customer-oriented approach, this study aims to examine the influence of the customer– employee bond on hotel customers' satisfaction, perceived value, and behavioral intention. For achieving this purpose, a survey was conducted with the participation of British tourists staying in hotels located in Fethiye, Turkey. Results of the structural equation modeling showed that the customer–employee bond significantly and positively impacts all variables. In addition, customer satisfaction has a significant influence on behavioral intention, whereas perceived value affects customer satisfaction and behavioral intention. The findings of the study stress the importance of hotel employees in creating good and long-term relationships with the customers.

Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam

Abstract Technology provides opportunities for customers to access better service quality, which imposes the higher customer behavioral intentions. Ride-hailing service is the newly-emerged transportation medium in Vietnam market, surpassing the popularity of conventional vehicles (taxi, buses, for-rent bikes, etc.). While prior research has focused on the elements that influence customer behavioral intention in ride-hailing, this study sought to explain the process of establishing service quality through several variables before enhancing the customer intention. As a result, the research suggested and validated an integrated framework that included three components (perceived service quality, functional quality, and information quality) in addition to the classic service quality– customer behavioral intention model. The findings significantly confirm the fundamental conventional link between (1) Functional quality and Perceived service quality; (2) Information quality and Perceived service quality; and (3) Perceived service quality and Customer intention.

국내 대형항공사 MZ세대 고객의 고객가치, 고객태도 및 고객행동의도의 구조적 관계

The objectives of this study are to investigate the structural relationship among the customer value, customer attitude, and customer behavior intention of MZ generation on the service experiences of the full service carrier in korea, and the mediating effect of customer attitude. The MZ generation is drawing attention as a generation that leads trends not only in the digital industry but also in various industries based on differentiated values from the previous generation. A total of 210 responses were used for analysis in this study. Demographic characteristics were examined through frequency analysis, and exploratory factor analysis, confirmatory factor analysis, and correlation analysis were conducted to verify the validity and reliability of factors using SPSS 20.0 program. After that, the hypothesis were verified by using AMOS 22.0, and also the mediating effect on customer attitude was examined. As a result of this study, first, it was found that among the customer value of the MZ generation for full carrier service, the functional value and emotional value had a significant positive influence on customer attitude. Second, the functional value among the customer value had a significant positive influence on customer behavioral intention. Third, it was found that customer attitude had a significant positive relationship with customer behavior intention. Fourth, it was found that customer attitude plays a mediating role between customer value and customer behavior intention. Based on this study results, it suggested some practical implications that can be used to domestic full service carrier.

회원제 스포츠센터의 가치지각이 고객행동에 미치는 영향

The purpose of this research was to identify a relationship between customer value perception and behavior intention of membership sports center. To achieve the goal, samples were collected from membership sports centers in 6 different cities (H city, B city, S city, F city, C city and L city) in Anhui province, China with convenience sampling method. Collected data were analyzed by SPSS 24.0. statistical program with frequency analysis, correlation analysis, and multiple linear regression analysis. The results derived from this research are as follows. First, emotional value and social recognition were statistically significant, but functional value was not significant. Second, emotional value social recognition, functional value was statistically significant. Third, emotional value, social recognition, functional value and oral intention were statistically significant.

Effects of online commercial friendships on customer revenge following a service failure

Online commercial friendship (OCF) is a type of social platform-mediated relational exchange that combines business relationships with friendships. We identify-two OCF types based on their unique relationship formation processes and examine the interaction effects of OCF type and strength on customer perceptions and behavioral intentions following a service failure in industries that provide relational or transactional services. Findings from three studies show that OCF type and strength affect customers’ tendency for revenge. Perceptions of fairness or betrayal mediate the interaction effects of OCF type and strength on customers’ subsequent behavioral intentions. However, the influence mechanisms are completely different in the relational and transactional service industries. In relational services, perceived betrayal mediates the effect between OCFs and behavioral intentions; whereas in transactional services, perceived fairness plays an intermediary role.

Relationship between Risk Perception, Satisfaction and Behavioral Intention among Customers of Trampoline Theme Park

PURPOSE The main objective of this study was to validate the structural equation model of customer risk perception, satisfaction, and behavioral intention at Shenyang trampoline theme park. METHOD Study subjects included participants at six trampoline subject parks in Shenyang City. In this study, 312 questionnaires were distributed, 31 invalid questionnaires were removed for reasons such as being incomplete or incorrect. A total of 281 questionnaires were collected and used for analyses performed using SPSS 2.4 and Amos for hypothesis testing. Collected data was analyzed by descriptive statistics, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling methods. RESULT Study results found (1) risk prevention had a direct effect on revisit intention and recommendation intention, and (2) the relationship between risk prevention and behavioral intention was moderated by satisfaction. CONCLUSION These findings confirm the importance of risk prevention, satisfaction and behavioral intentions in the recreational sport industry, which relevant management organizers should focus on and make practical efforts from multiple foundational aspects such as facilities, management, funding, It is expected that this study will contribute to the development of sport leisure industry. At the same time, this study also has limitations. Firstly, the study sample was only from Shenyang City and may not be representative of the rest of China. Samples could be collected in more regions in the future to improve the validity of the model. Secondly, only satisfaction was used as a mediator, and it is suggested that other variables could be added as mediating variables through questionnaires and a SPSS analysis to better explore the relationship between risk prevention, satisfaction, and behavioral intentions.

Factors Affecting Customer's Behavioral Intention to Use Online Food Delivery Services (OFDS)

This study is conducted to investigate the factors determining the behavioral intention of using online food delivery services (OFDS) after the COVID-19 pandemic in Malaysia (perceived ease of use, price value, performance expectancy, and food safety risk perception). This study aims to determine the future intent to use online food delivery services after the COVID-19 pandemic in Malaysia. A total of 450 people involved during the online survey via the Google Form platform. Descriptive analysis and Pearson correlation analysis are used in this study. For the research findings, this study concludes that the perceived ease of use, price value, performance expectancy, and food safety risk perception have a significant relationship towards behavioral intention to use OFDS. All the result findings are being shown in this report.

Research on Customer Behavioral Intention of Hot Spring Resorts Based on SOR Model: The Multiple Mediation Effects of Service Climate and Employee Engagement

Based on the stimulus–organism–response (SOR) model, this study explored customer behavioral intentions and influencing factors in the service industry, represented by hotels. It studied the servicescape, customer emotions, and customer behavioral intentions. PROCESS analysis was conducted on 305 valid questionnaires collected from hot spring resorts. The study found that servicescape can predict customer behavioral intentions, that customer emotions have a partial mediating effect in the influence of servicescape on customer behavioral intentions, and that service climate and employee engagement have multiple mediation effects in the SOR model. Therefore, the researchers suggest that hotels can improve customer perceptions through decoration and staff management, and thereby develop the hotel in a sustainable way.

What influences the behavior intention of movie theater customers? Comparing linear and nonlinear points of view

PurposeThis paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods.Design/methodology/approachWith a sample of 345 cinema customers, the analysis compares penalty–reward contrast analysis (PRCA) and multiple linear regression analysis (MLR).FindingsThis 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/valueAlthough 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.

Mediating effect of customer satisfaction on the relationship between core service quality and behavioral intentions in liner shipping

Liner shipping, which offers the door-to-door transportation service, has pre-determined departure, arrival and transfer ports and carries cargo mainly through container ships, has been playing a key role in the global cargo transportation industry for more than 60 years and is still growing rapidly. Therefore, understanding of the relationship between service quality, customer satisfaction and behavioral intentions in liner shipping is of critical importance for global competition. From this standpoint, this study aims to determine whether customer satisfaction creates an alternative effect through its mediating effect on the causal relationship between core service quality and customers’ behavioral intentions in liner shipping sector. To do so, it obtains data through survey from forwarder companies that operate in Turkey and analyzes the obtained data using SPSS v22 and AMOS v22 statistical package software. This study concludes that core service quality has a positive effect on customer satisfaction and behavioral intentions, and that customer satisfaction has a mediating effect on the relationship between core service quality and behavioral intentions. It reveals that core service quality and customer satisfaction are important constructs for future behavioral intentions. In conclusion, this study suggests that business managers in liner shipping sector need to incorporate core services that will positively affect customer satisfaction in their marketing policies, and to engage in managerial activities that enhance customer satisfaction.