Repatronage Intentions Research Articles

Discount Store Retailing in Korea

This study examined the effects of consumers' internal shopping motives and external store attributes on excitement that shoppers may experience at discount stores in Korean markets and the mediating impact of excitement on selected behavior outcomes. Among three types of shopping motives (socialization, utilitarian and diversion), diversion significantly affected the level of excitement that shoppers experienced at the discount store. Store attributes of facility-related convenience and a neat, spacious atmosphere had an impact on shoppers' excitement at the discount stores. Excitement positively affected shoppers' satisfaction and repatronage intentions in discount store retailing in Korea. The empirical study results have major implications for multinational retailers as well as for future research in the area of international retailing.

Korean consumers’ patronage of discount stores: domestic vs multinational discount store shoppers’ profiles

As the competition in domestic markets increases, multinational retailers are expanding globally. Multinational discounters such as Wal‐Mart and Carrefour have been vying against Korean discounters for market share with the full liberalization of the distribution sector in 1997. This study examined various aspects of discount store retailing (store attributes, shopping costs) and consumers’ shopping motives, values, and retail outcomes (e.g. shopping excitement, satisfaction and repatronage intention), to understand Korean consumers’ discount store patronage. Significant differences were found in store image perceptions and shoppers’ internal orientations between multinational discount store patrons vs Korean discount store patrons. Theoretical and managerial implications are discussed.

Navigating Satisfactory and Dissatisfactory Classroom Incidents

To identify unsatisfactory classroom experiences and corresponding behavioral outcomes, we performed a critical-incidence study of marketing students at three universities. Three major types of incidents emerged, consistent with previous service encounter classification scheme research. Additionally, repatronage intentions and word-of-mouth communications were captured and aligned with specific types of critical service encounters. We discuss the findings and suggest directions for future research.

The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchase

Extends existing research on consumers’ satisfaction and postpurchase behavioral intentions by applying the constructs of justice to retail settings. Data were collected through questionnaire surveys of undergraduates enrolled in a university in Singapore. Of the respondents, 94 per cent were Chinese. Results of structural equation modelling analyses suggest that three dimensions of justice – distributive justice, procedural justice, and interactional justice – are positively and significantly related to customers’ satisfaction with retailers. Contrary to expectations, no significant relationship was found between distributive justice and repatronage intentions. In turn, customers with greater retail satisfaction are more likely to repatronize the retailer and less likely to engage in negative word‐of‐mouth behavior. Distributive justice was found to be the most important predictor of retail satisfaction, while procedural justice could best predict repatronage intentions. Implications of the results and directions for future research are discussed.

Excitement at the mall: Determinants and effects on shopping response

Competition between malls and newer forms of shopping centers has led mall developers and management to consider alternative methods to build excitement with customers. In this study, we examine the relationship between three factors (tenant variety, mall environment and shopping involvement) on shoppers' excitement and desire to stay at a mall. Results show that the three factors have a differential influence on excitement and desire to stay, which in turn are found to influence repatronage intentions and outshopping.

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

This study develops a model that addresses the following: (a) How does a customer's satisfaction with a service failure and recovery encounter affect cumulative satisfaction judgments and repatronage intentions? (b) To what extent do a customer's prior assessments of overall satisfaction and repatronage intentions formed before the service failure and recovery encounter carry over to influence subsequent overall satisfaction and repatronage intentions? (c) Can a highly satisfying service failure and recovery encounter enhance a customer's overall satisfaction with a service organization and increase repatronage intentions? The model is operationalized with data from two experiments conducted in different service settings in which actual customers "experienced" a hypothetical service failure and recovery encounter at an organization they had recently patronized. The results suggest that although excellent service recoveries can enhance customer satisfaction and increase repatronage intentions, viewing service failures as opportunities to impress customers with good service performance may involve substantial risks.

The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions

Previous research has found that dissatisfied consumers choose to seek redress, engage in negative word-of-mouth behavior, and exit (i.e., vow never to repatronize the retailer) based upon the perceived likelihood of successful redress, their attitude toward complaining, the level of importance they attach to the defective product, and whether they perceive the problem to be stable or to have been controllable. The authors extend previous research by modeling consumer complaining behavior as a complex, dynamic process, hypothesizing that once a consumer seeks redress, negative word-of-mouth behavior and repatronage intentions are dependent (primarily) upon the consumer's postcomplaint perception of justice. As hypothesized, perceived justice was found to be the main determinant of complainants' negative word-of-mouth behavior and their repatronage intentions, and was found to mediate the effects of likelihood of success, attitude toward complaining, product importance, and stability and controllability on complaining behavior. The model fit the data very well, explaining 49.1 percent of the variance of negative word-of-mouth and 68.5 percent of the variance of repatronage intentions. These findings point to the importance of customer service/customer satisfaction, especially since the cost of keeping a current customer satisfied is much less than the cost of attracting a new customer.