Repatronage Intentions Research Articles

Rectifying Failure of Service: How Customer Perceptions of Justice Affect Their Emotional Response and Social Media Testimonial

The purpose of this study is to examine how perceived justice affects a customer’s emotional response during the process of rectifying a service failure and the effect of that response to word-of-mouth recommendations posted on social media. Specifically, this study develops and tests a theoretical model which connects service recovery encounters in restaurants (justice and emotion), incidents of sharing opinions in social networks (electronic world-of-mouth), and re-patronage intention. A survey queried customers who had a service recovery experience at a casual dining restaurant and also were social media users. The survey produced 811 valid responses. Confirmatory factor analysis and the structural equation modeling tested the proposed model and research hypotheses. The findings of the study reveal that perceived justice affects customers’ loyalty (e-WOM and re-patronage intention) through emotions generated during the recovery from a failure in service. Among the three justice attributes (distributive, procedural and interactional), only distributive justice showed an impact on emotions during service recovery encounters. The study provides a foundation for future hospitality research investigating social media as a communicative tool for service recovery, and suggests strategies for the industry’s practitioners. This research contributes to the literature of emotional response and social media in the service recovery process by linking restaurants’ service and customers’ perceptions toward justice, emotion, opinions on social media.

Effects of service failure on consumer responses across failure types: A moderating role of intimacy

This paper investigates a moderating role of intimacy in two service failure types (outcome and process failure), considering two consumer responses: buffering and betrayal effect. Study 1 employs a 3 (failure type: no vs. outcome vs. process) × 2 (intimacy level: high vs. low) experimental design. Findings show that in case involving outcome failure, a high intimacy group has higher service evaluations (satisfaction, re-patronage intention, and positive word-of-mouth intention) than a low intimacy group, substantiating the existence of buffering effect. In case involving process failure, however, service evaluations are not different depending on the level of intimacy, invalidating the existence of betrayal effect. Study 2 analyzes the effects of intimacy (high vs. low) on service evaluations in the setting of process failure and following failed recovery. The results reveal that betrayal effect is indeed present in times of double deviation, process failure and following failed recovery. Consequently, this research offers service providers practical insights on how to utilize intimacy based on the classification of service failure types.

Cognitive, affective and behavioural responses in mall experience

Purpose – The purpose of this paper is to identify specific cognitive and affective responses in mall experience, as well as their antecedents, moderators and behavioural outcomes. Design/methodology/approach – The paper is based on content analysis technique. Data were obtained through in-depth interviews conducted from February 2013 to January 2014. Findings – The study reports the identification of efficiency and confusion as cognitive responses, as well as frustration, stress, peacefulness and excitement as affective responses experienced during the shopping trip. These responses lead to behavioural outcomes that are time spent, buying intentions and repatronage intentions. Furthermore, the paper identifies the main antecedents of these responses and the moderators of their relationships. Research limitations/implications – The findings provide insights into the study of psychological responses in retailing and avenues for further research. Practical implications – This research offers practical implications for managers, related to the manipulation of mall characteristics in order to encourage positive cognitive and affective responses and avoid negative ones. Originality/value – Based on content analysis technique, the present paper proposes a theoretical framework to conceptualize mall experience, detecting specific cognitive and affective responses and their specific behavioural outcomes as well as moderators.

Building Customers’ Re-Patronage Intention through Service Quality of Community Mall in Bangkok

Objective : The main goal of the article is to propose a new framework exhibiting relationship between tangible dimension and all other intangible dimensions of SERVQUAL used to analyse the relation to re-patronage intention. Research Design & Methods : Hypothesised relationships were tested on data which was collected in Bangkok area using a survey questionnaire. Final sample consisted of 225 respondents, frequent visitors of community malls. The data was analysed using exploratory factor analysis as well as simple and multiple regression analysis. The six constructs, studied in this paper, were examined for differences in means across all demographic variables by employing analysis of variance or ANOVA. Findings: The results exposed that tangible dimension had significant correlation to reliability, empathy, responsiveness and assurance dimensions consecutively. Multiple regression analysis demonstrated that re-patronage intention was explained by empathy, responsiveness and assurance dimensions, not reliability dimension. The ANOVA tests showed no significant differences in means of general data and all other constructs. Implications & Recommendations: To make shoppers to come back to the malls, managers should recognize the important role of tangible items as an antecedent to intangible items. Retail developers could devote more efforts to maximize the attractiveness of tangible elements and identify the weak areas of service quality by examining the multi-item constructs used to measure service quality. Contribution & Value Added: This study proposed and tested a modified conceptual model adapted from that proposed by Reimer and Kuehn (2005).

Hedonic and utilitarian shopping values in airport shopping behavior

This study aims to examine airport travelers' shopping decision mechanisms based on a value–attitude–behavior framework. In particular, the proposed model investigates the complex relationships between pairs of shopping values (hedonic versus utilitarian), attitudes (cognitive versus affective), and behavior (repatronage intention versus retailer interest) to compare the relative importance between hedonic- and utilitarian-oriented decision paths. A survey was administered at Taiwan Taoyuan International Airport, where 300 valid questionnaires were collected. Using structural equation modeling, this study finds that the direct effects of shopping values on shopping behavior are stronger than their indirect effects through attitudes. Compared with utilitarian shopping values, hedonic shopping values exert a stronger effect on airport shopping behavior, implying that airport shopping involves more multisensory decisions than cognitive decisions. In addition, avoiding negative feelings (e.g. regret) appears to be a stronger antecedent of airport shopping behavior than pursuing positive feelings (e.g. excitement). Marketing strategies of airport retailing are discussed.

Driving holistic innovation to heighten hotel customer loyalty

Innovative offerings facilitate hotels to expand the segment of loyal customers, who display stronger re-patronage intention and recommendation willingness. Innovation performance is essential for enhancing hotel management performance. According to the holistic innovation paradigm, successful innovation should be holistic in nature and comprise novel, utilitarian and experiential value dimensions. Empirical findings also attest to the conduciveness of holistic innovation to heightening customer loyalty. However, the antecedents and outcome of holistic innovation are still unclear in the hotel context. The current study validates a theoretical framework via surveys administered on the chief executive officers and customers of 112 five-star hotels. As the research result suggests, ambidextrous innovation orientation and value co-creation capabilities are primary drivers of holistic innovation. In turn, the three value dimensions of holistic innovation relate positively to customer loyalty with variant effect sizes. The research result contributes to hotel management both academically and practically.

Effects of store attributes on retail patronage behaviors

Purpose – The purpose of this paper is to identify selected store attributes of activewear specialty retailers that impact consumers’ satisfaction, which in turn influence word-of-mouth (WOM) and retail patronage behavior. Design/methodology/approach – Using an on-site store intercept, 150 responses were collected to answer hypothesized relationships. An exploratory factor analysis was first performed followed by a confirmatory factor analysis and a structural equation analysis. Findings – Results revealed that sales employees and store atmosphere attributes of activewear specialty stores had a positive influence on consumer satisfaction, which in turn had a direct impact on WOM and repatronage intentions for activewear specialty stores. Therefore, in order to satisfy consumers, activewear specialty retailers need to ensure that they provide an attractive and pleasant shopping atmosphere. Furthermore, satisfied consumers are likely to spread positive WOM about the retailer and display their intention to revisit the store in the future. The authors conclude by discussing the results and suggest implications and future research directions. Originality/value – The findings of this research shed light on the managerial implications for activewear specialty retailers with regards to marketing strategies and consumers’ attitudes.

Entrepreneurial Orientation and Service Innovation on Consumer Response: A B&B Case

Extant studies have documented the effect of entrepreneurial orientation (EO) and innovation performance on firm-level outcomes. However, the underlying mechanisms of the specific aspects of EO (i.e., autonomy, risk-taking, and proactiveness) and innovative performance affecting consumer-level responses remain unexplored. A total of 401 dyadic sample data were collected from both bed-and-breakfast (B&B) innkeepers and corresponding consumers. We used structural equation modeling to test the research framework and hypotheses. The statistically significant paths extended from risk-taking and proactiveness to service innovation performance, then to consumer-perceived service value and consumer satisfaction, and finally to repatronage intentions. To retain consumers, B&B innkeepers must enhance service innovation performance by reshaping their risk-taking and proactiveness.

Attributes Affecting Consumers to Attract towards Mall : An Empirical Study

India is one of the last Asian economies to liberalize its retail sector. The study is an attempt to understand the shopping mall as an emerging format, attitude of the customers towards them and will analyze the factors that determine repatronage intentions of shoppers. A systematic study covering all these aspects is essential as it has a major impact on both shoppers as well as numerous retail formats that are evolving under organized retailing in India.The study was conducted with the objective to identify the various factors that affect and induce a customer to visit a mall in Indrapuram & Vaishali (Ghaziabad , India) Malls i.e. what were the attributes he/she expects in a mall and further, to identify the various segments of mall visitors. A statistical approach Factor Analysis was used for the study. Finally, practical implication concerning the customer's expectations and typology of mall visitors was highlighted.

The efficacy of shopping value in predicting destination loyalty

Recognizing the importance of tourism's experiential aspects, this research examines how hedonic and utilitarian values relate to tourist's overall shopping experience satisfaction and destination loyalty. Study findings suggest both hedonic and utilitarian shopping values are strongly linked to overall shopping satisfaction. Overall shopping satisfaction fully mediates utilitarian shopping value's effect on destination repatronage intention (DRI), destination word-of-mouth (DWoM), and partially mediates hedonic shopping value's (HSV) effect on DRI and DWoM. Study results advance consumer behavior theory and offer managerial implications for retailers operating in a rapidly maturing tourism destination in Turkey's Mediterranean region.

Host׳s interpersonal influence on guests in a home sales party

This research aims to gain a better understanding of how interactions between a home sales party host and the guests affect the guests׳ experiences. An Internet survey was conducted and the participants were recruited through a home sales party representative directory. Our findings suggest significant effects of obligation and gratitude (i.e., utilitarian influences) and co-orientation (i.e., value-expressive influence) on hedonic value, repatronage intention and purchase amount. Another important finding is the mediating effects of hedonic value between obligation/gratitude/co-orientation and repatronage intention. This research, one of the few empirical studies in a party selling context, demonstrates the critical importance of interpersonal influence in the non-traditional shopping area.

How product representation shapes virtual experiences and re-patronage intentions: the role of mental imagery processing and experiential value

Despite the lack of physical contact, innovative technologies in online stores are able to engender compelling virtual product experiences. The primary objective of this study is to clarify the mechanisms through which these virtual product experiences occur. The study proposes and tests a model in which mental imagery processing and consumers' perceptions of experiential value function as potential mechanisms through which virtual experiences in online stores are established, thereby determining re-patronage intention. The model was tested in an experimental study investigating two versions of a fast fashion online store that varied in terms of product representations: dynamic (i.e., a mix-and-match feature allowing the creation of visual images of apparel combinations) and static (i.e., rigid pictures). A sample of 660 valid cases involving individuals of Generation Y (born in 1977–1994) was obtained. The structural equation modeling technique was used to analyze the proposed research model. The results indicate that the dynamic mix-and-match technology arouses more mental images of physical product interaction than do static pictures. Moreover, mental imagery processing can be considered an important underlying source of online experiential value, which consumers subsequently exploit with repeated visits to the online store. By introducing psychological constructs such as mental imagery and perceived value, this study augments prior research on online product experiences by proposing and validating the underlying mechanisms through which the way of representing products affect consumer responses. Finally, both theoretical and practical contributions of the findings are discussed, as well as directions for further research.

Validation of the Customer-Based Corporate Reputation Scale in a Retail Context

A positive corporate reputation held by customers is important for both financial and customer outcome variables. However, limited research has been undertaken to examine the relationship between corporate reputation and customer-related behaviours. This paper deals with a study in which the shortened customer-based corporate reputation (CBCR) scale of Walsh et al. (2009) was validated in a study of supermarket customers in a developing country. The findings support only two of the five dimensions of the Walsh et al. scale. These are customer orientation and competitiveness of the firm. None of the original reputation dimensions or items associated with good corporate citizenship, such as good employer and being socially and environmentally responsible, was part of the dimensions that remained after the statistical analyses. Both customer orientation and competitiveness of the firm are strongly associated with important outcome variables such as trust, loyalty, repatronage intention and overall reputation. The findings of this study reiterate the view that great care should be exercised when scales are considered for application in a context not similar to the one where the scale was developed.

With or without you: The positive and negative influence of retail companions

This study evaluates whether the influence of shopping with a companion is consistent across retail contexts with service components or between genders. An experiment asked participants to recall and evaluate their most recent solo or joint restaurant or shopping experience. Results demonstrate that for restaurant experiences, there is a positive influence of others on individual time spent, money spent, satisfaction, and attitude toward the act. For shopping experiences, however, these effects were either strengthened or reversed dependent upon gender. For (males) females, joint shopping experiences are linked to (increased) decreased amount paid, attitude toward the act, and re-patronage intentions.

패션 소셜커머스에서 쇼핑가치가 패션쇼핑 만족 및 미래 행동의도에 미치는 영향

This study investigated the effect of consumers' shopping value in social commerce on consumers' fashion shopping satisfaction and future behavioral intention. Respondents were limited to consumers aged 20 to 39 who had recently purchased fashion products through social commerce over the last month. The final analysis used 318 samples. Descriptive statistics, Cronbach's alpha, confirmatory factor analysis, and structural equation model were conducted. The results are as follows. First, hedonic and utilitarian shopping value significantly influenced consumers' fashion shopping satisfaction in social commerce. Hedonic shopping value was more strongly related to fashion shopping satisfaction. Second, fashion shopping satisfaction in social commerce had an effect on behavioral intention and SNS word-of-mouth. Behavioral intention consisted of repurchase intention and recommend intention. SNS word-of-mouth intention represented word-of-mouth intention using SNS such as Facebook and Twitter. When consumers were satisfied with their shopping experience, they were willing to have re-patronage intentions and SNS word-of-mouth intention. The results suggested that social commerce should try to raise consumers' fashion shopping satisfaction in social commerce and offer a pleasant experience. Also, social commerce should try to be connected to SNS such as Facebook and Twitter to increase word-of-mouth intention.

Online repatronage intention: an empirical study among Malaysian experienced online shoppers

Purpose– Prior studies mostly investigate initial shopping intention in developed countries. The purpose of this paper is to sketch and determine the impact of perceived usefulness (PU), perceived ease of use (PEOU), perceived value (PV), trust (TRT), perceived risk (PR), privacy concern (PC), internet literacy (IL), satisfaction (SAT) on online repatronage intention (ORI) among Malaysian experienced online shoppers.Design/methodology/approach– A total of 219 valid questionnaires were collected via an online survey among experienced online shoppers across young and old students aged 18-31. Subsequently, the two-step structural equation modelling (SEM) technique was employed to empirically examine the proposed integrative theoretical research framework and model fit with maximum likelihood estimation.Findings– The statistical analyses support the relationships between PU, PV, TRT and SAT with ORI while the relationships between PEOU, PR, PC and IL with ORI were rejected in which all the factors affecting ORI occur similarly across the study sample. The behaviour of experienced online shoppers was found to be different from findings of previous literature that examined initial adoption and intention. Due to the lack of distinction in the literature concerning experienced and inexperienced shoppers, our results show inconsistencies with prior research in examining ORI.Research limitations/implications– The paper suggests that future research consider multicultural analysis, atmosphere design, developing internet methodology and the role of flow experience in determining ORI. The research limitations and implications are also discussed.Practical implications– By realizing the differences between inexperienced shoppers and experienced shoppers, online retailers should segment these groups more effectively and should implement a different marketing strategy to target the right segment, right shoppers along with the right marketing tactic. The antecedents of future intention of online shopping are influenced by various variables because the human behaviour is sophisticated in nature. Thus, academicians and practitioners should realize the implications of examining their target population/market based on an assessment of different antecedents.Originality/value– This study is among the few attempts to examine attitudes and behaviour of Malaysian experienced online shoppers who have formed relevant experiences and skills in online shopping. Additionally, the paper empirically examine and distinct user perception of online retail attributes (including PU, PEOU, PV and PR), pre-purchase user attitudes (including TRT, PC, IL) and post-purchase users attitudes (including SAT) in forming ORI simultaneously.

Merging Repatronage Behavior Model (RBM) Towards Hypermarkets in Malaysia

This study aimed to extend the existing research on repatronage behavior of customers in retailing industry. Retailing industry has become one of the sectors contributing a lot to gross domestic products of Malaysia in recent years. This study tries to investigate the relationship between service quality and customer satisfaction and identify factors influencing the repatronage behavior of customer. Using Descriptive Analysis, Pearson Correlation, Multiple Regression Analysis, F-test and Reliability Analysis, Statistical Processing SPSS Version 18.0 was applied to analyze the data. Results of the analysis showed that customer satisfaction, perceived value for money and store image are positively and significantly related to repatronage behavior of customers in hypermarket context. Overall, customer satisfaction played a much more significant role in affecting the repatronage intention of the customers. Similarly, service quality was shown as a predictor of customer satisfaction.

Consumer response to retail performance of organic food retailers

Purpose – Understanding how retail performance can reduce risk perceptions and influence behavioral intentions remains a key issue for researchers. Consumer evaluations of a retailer's performance may form their risk perceptions and positive behavioral intentions toward the retailer. This study aims to extend previous research by proposing an integrative model that examines how three retail performance dimensions (product quality, service quality, and price fairness) influence consumer trust, risk perceptions, and repatronage intentions in the context of organic food retailing. Design/methodology/approach – Empirical data were collected from face-to-face interviews guided by a structural questionnaire. Consumers of organic food retailers located in Taiwan were asked to participate in the research and 416 usable questionnaires were collected. Structural equation modeling (SEM) through LISREL 8.70 was used to analyze the data. Findings – Results show that both product quality and price fairness have direct effects on consumer trust, risk perceptions, and indirect effects (through trust in retailer and transaction risk perceptions) on the intent to revisit an organic food retailer. Service quality only affects consumer trust directly, but not perceived transaction risk. In addition, service quality does not have a significant indirect effect on revisit intention. Originality/value – This study is the first to research essential issues for understanding the role of retail performance dimensions on transaction risk perceptions in organic food marketing practices in Taiwan.

Consumers’ Cross-Format Shopping Behavior in an Emerging Retail Market: Multiple Discriminant Analysis

ABSTRACT The evolution of store formats and the resultant consumers’ cross-shopping behavior has been the prevalent trends in Indian food and grocery retailing. More recently, however, the growing incidence of cross-format shopping—defined as consumers shopping regularly at each of two or more types of grocery retail outlets—has become a subject of research, as it is regarded as a necessary evil associated with concentric retail growth. The aim of the article is to identify factors influencing consumers’ cross-format shopping in relation to four retail formats—kirana stores, convenience stores, supermarkets, and hypermarkets. Furthermore, it investigates the impact of identified factors on repatronage behavior relative to four types of retail outlets. The mall intercept survey method was used to collect data from 1,040 adult food and grocery consumers. Results from exploratory factor analysis and zero-order correlation matrix indicate that value for money, value for time, shopping situations, shopping motives, and store attributes are significant and positively correlated with cross-format shopping. The multiple discriminant analysis provides empirical support, suggesting that value for money, task definitions, value for time, shopping trip pattern, basket size, price-conscious and local shopping motives, price promotions, customer service, store environment, distance to store, and monthly household income are not only the significant predictors but also able to discriminate repatronage intentions toward four types of retail outlets in an emerging retail market. The present study provides useful information on consumers' intertype cross-shopping (e.g., crossing from kirana store type to supermarket type and vice versa) between four types of grocery retail outlets.

Smart Shopping Carts: How Real-Time Feedback Influences Spending

Although interest in smart shopping carts is increasing, both retailers and consumer groups have concerns about how real-time spending feedback will influence shopping behavior. Building on budgeting and spending theories, the authors conduct three lab and grocery store experiments that robustly show that real-time spending feedback has a diverging impact on spending depending on whether a person is budget constrained (“budget” shoppers) or not (“nonbudget” shoppers). Real-time spending feedback stimulates budget shoppers to spend more (by buying more national brands). In contrast, this feedback leads nonbudget shoppers to spend less (by replacing national brands with store brands). Furthermore, smart shopping carts increase repatronage intentions for budget shoppers while keeping them stable for nonbudget shoppers. These findings underscore fundamental unexplored differences between budget and nonbudget shoppers. Moreover, they have key implications for both brick-and-mortar and online retailers as well as app developers.