Recommendation Intention Research Articles

The effect of tokenized rewards on customer loyalty programs

This work investigates customer responses to the tokenization of hotel loyalty programs. Drawing on self-enhancement theory, Study 1 investigates the effect of reward type (i.e. control vs tokenized reward) on customers' perceptions of the reward (i.e. economic value, program attractiveness) and their behavioral intentions towards the hotel (i.e. switching intentions, recommendation intentions). Findings highlight reward novelty and psychological ownership as two mediators of the above relationships. Study 2 replicates these effects in a cryptocurrency owner context. Study 3 examines the effect of the hotel's type (i.e. luxury vs budget) on the reward type-customer responses relationship. We showcase that tokenized rewards generate a more favourable attitude towards loyalty programs and that they remain an effective customer acquisition strategy for high-end hotels.

Identifying barriers of financial app usage and their impact on negative emotions, customer ratings and recommendation intention: a text-mining based approach

PurposeLimited studies in the mobile payment segment have attempted at understanding the factors that resist customers from using financial apps or mobile payment services (MPSs). This study aims at identifying the barriers from online customer reviews and examine how these barriers affect customers’ negative emotions (anger, fear, sadness), customer ratings and recommendation intentions.Design/methodology/approachThis study, divided into three phases, has adopted a text-mining based mixed-method approach on 14,043 reviews present in Google PlayStore or App Store pages about financial apps used in India.FindingsPhase 1 identified barriers like, “bad user experience”, “UPI failure”, “trust issues”, “transaction delays” from the reviews. Phase 2 found that “bad user experience” and “UPI failure” trigger both “anger” and “sadness”. “Transaction delays” and “money lost in transaction” stimulate “fear”. From the IRT stance, in Phase 3 this study has found that barriers like, “transaction error”, “UPI failure” (usage), “bad user experience” (image) and “trust issues” (tradition) have a significant negative impact on both customer ratings and recommendation intention.Originality/valueThe current study contributes to the existing literature on MPSs by identifying barriers from user generated content. Additionally, this study has also examined the impact of the barriers on customers’ negative emotions and recommendation intention.

Role of servicescape in patients' clinic care waiting experience: Evidence from developing countries.

The aim of this research is to investigate the role of servicescape on re-patronage and recommended intention through pleasure feeling and satisfaction in healthcare settings that put substantial contribution in the process of healthcare service delivery. Data were collected through cross-sectional convenience sampling via a self-administered survey questionnaire from 431 clinical outpatients who revisit the same hospital of metropolitan areas of Punjab, Pakistan. Structural Equation Modeling (SEM) was carried out for path analysis through AMOS (24.0 V), while statistical measures were analyzed using SPSS (25.0 V). The present study results revealed that patients' intention optimistically triggered through partial mediation and affirm the direct and indirect association with servicescape. It also revealed that patient-recommended and re-patronage intentions to visit the clinic were statistically substantial and positively influenced by intervening constructs of pleasure feeling and satisfaction. Additionally, it is found that servicescape and pleasure feeling contributed to 30% change in satisfaction. Moreover, pleasure feeling, and satisfaction contributed to 50% change in re-patronage and 31% change in recommendation intention of the patients. The current study findings contribute significantly to servicescape literature from a theatrical perspective and reevaluate the patterns and operations in healthcare. It also helps managers and administrators of private hospitals to make strategies to increase patient satisfaction.

SNS화장품 광고에서 화장품구매행동, 소비성향, 외모관심도가 추천의도에 미치는 영향에 관한 연구 : 광고모델 매력성의 조절효과를 중심으로

The increasing use of social media is having a significant impact on online and offline purchasing behavior, as consumers share content they are interested in and exchange information. Businesses are responding to this shift by increasing their social media advertising, which has a positive impact on brand purchase behavior. This study aims to empirically investigate the influence of consumers' spending behavior and appearance interest on recommendation intention in cosmetics advertisements on SNS and the moderating effect of advertisement model attractiveness. For this study, an online survey was conducted among 568 consumers who have purchased cosmetics on SNS. SPSS 28.0 was used for statistical analysis, and factor analysis, reliability test, and multiple regression analysis were conducted. The results of this study were as follows First, the experience of purchasing cosmetics on SNS and the frequency of information acquisition were found to have a positive effect on recommendation intention. Second, spending behavioral attitudes such as sympathy and impulsivity were found to have a static effect on recommendation intent. Third, appearance orientation has a static effect on recommendation intention. Fourth, advertisement model attractiveness moderated the relationship between SNS cosmetics purchase frequency and YouTube cosmetics information acquisition frequency and recommendation intention, and advertisement model attractiveness moderated the relationship between impulsivity and appearance orientation and recommendation intention. The study found the propensity of splurge and agreeableness on spending behavioral suggests that consumers use social media to show off their social status and tend to imitate the behavior of others. In addition, the effect of appearance orientation on recommendation intention highlights the importance of appearance as a factor in consumer behavior. The moderating effect of advertisement model attractiveness suggests that it is important to consider the personality of the model to fit the cosmetics brand image when considering the influence of advertisement model attractiveness. This study aims to contribute to consumer behavior theory by deepening our understanding of the effectiveness of social media advertising and proposing an integrated model of recommendation intention formation. Future research should expand to a wider range of products to confirm the persistence of social media advertising effects. The results of this study can be used as a useful basis for companies to establish social media advertising strategies.

Neuroemotions and Behavior in the Purchase Process

Emotions are the fundamental pillar of neuromarketing, the perception of hedonic, utilitarian value, the emotions experienced by customers during the buying process and the effect the behavior of each stage is seen from the brain structures of the mind. The sample selected for the study was 354 real customers of supermarkets in the city of Riobamba and the sample of 8 participants with the use of eye tracking glasses in the store tour during this process. The results, in three stages of the process system (inputs, processes and results) with the emotions involved in each stage. Stage I are: uncertainty, joy, anger/anger/anxiety, happiness, curiosity. The emotions in stages II and III are joy, surprise, satisfaction, security, and confidence and the emotions felt in the Evaluation Stage are satisfaction, exhaustion, demotivation, joy, and anger/anger/anxiety. There are hormones and neurotransmitters that are involved with emotions at different stages of the buying process. The right brain hemispheres are activated in negative emotions, left in positive emotions in all stages of the buying process. Brain structures are also activated at each stage of the buying process. The results of the Eye tracking in the comparative analysis analyzed Meditation, Attention and Blinking in the stages of the purchase process. It is concluded that repurchase and recommendation intentions are determined by positive emotions which, in turn, are determined by the hedonic and utilitarian value of the product and services that reduce negative emotions.

Augmented Reality Gaming Experience: Assessing Satisfaction Level Towards Post Event Behavior for MARA 1.0

The proliferation of Augmented Reality (AR) technology has significantly transformed the gaming industry by merging digital content with the physical environment. This study focuses on assessing player satisfaction and subsequent behaviors in response to Mission AR Apocalypse (MARA) 1.0, an AR game designed to enhance educational engagement for Universiti Teknologi MARA (UiTM) students. Developed amidst the COVID-19 pandemic by UnBound Malaysia, this game aims to provide an enriching experience through the integration of educational content within an AR framework. This research investigates four primary factors influencing player satisfaction: immersion and visual experience, ease of use and controls, game content and storyline and technical performance. Utilizing a correlational research design, data were collected from 503 students across 15 UiTM branches via structured questionnaires. The study employs Net Promoter Score (NPS) to measure satisfaction levels and their impact on post-event behaviors, such as the intent to recommend and continue using the game. Findings indicate a high level of satisfaction with immersion and visual experience, ease of use, and game content, though technical performance showed mixed results. These results support the hypotheses that immersive, visually rich AR games with user-friendly controls and engaging content enhance player satisfaction and recommendation intentions. The study concludes that while the majority of players are satisfied, there are areas for improvement, particularly in technical performance, to ensure a more seamless and enjoyable gaming experience. These insights are crucial for developers and educators aiming to optimize AR applications for educational purposes.

The psychological distance effect in impact between online review-based tourism destination image and recommendation intention: a data mining approach

ABSTRACT A total of 8,725 reviews of three East Asian travel cities were collected from TripAdvisor, and, after extracting and quantifying the words corresponding to the tourism destination image (TDI), the causal relationship with the recommendation intention (RI) was verified. An integrated data analysis on the data from the three cities revealed that all images except cleanliness among TDI had a significant influence on RI. The Seoul review data analysis revealed the environment, culture/history, and travel plan factors at the low-level influenced RI, while the Seoul Palace review data analysis revealed that society, culture/history, transportation, and travel plan factors at the low-level influenced RI.

Sustainable Healthcare in China: Analysis of User Satisfaction, Reuse Intention, and Electronic Word-of-Mouth for Online Health Service Platforms

Online health service (OHS) platforms can provide sustainable healthcare services in China where healthcare demand continues to grow along with the scarcity of healthcare resources. This study investigated the levels of satisfaction of Chinese consumers’ experiences with OHS platforms and their reuse and electronic word-of-mouth (e-WOM) recommendation intentions. This study provides data for educating consumers on OHS platforms and for guiding strategic business planning for the OHS market. The theoretical model applied was the theory of planned behavior, augmented by integrating factors such as perceived service quality and subjective knowledge into its framework. Data were collected in April 2024 through an online survey of Chinese consumers who had used OHS platforms in the past year. The data were assessed using structural equation modeling and multiple group analysis. The findings indicate that various factors, including attitudes, perceived interaction quality, behavioral control, perceived system quality, perceived information quality, and subjective knowledge concerning OHS platforms, are significant enhancers of user satisfaction and reuse and e-WOM intentions. Health consciousness is a moderating variable in the dynamics between consumer satisfaction and their propensity to engage in e-WOM. Strategies targeting factors that influence satisfaction require development.

The influence of menu quality on perceived value and recommendation intention at takeout coffee specialty restaurants

The influence of menu quality on perceived value and recommendation intention at takeout coffee specialty restaurants

제주지역 소비자의 가정간편식(HMR) 선택속성이 고객만족과 행동의도(구매의도/추천의도)에 미치는 영향

This study was conducted to determine the impact of selection attributes of HMR products in the Jeju region on customer satisfaction and behavioral intention, such as purchase intention and recommendation intention, targeting consumers in the Jeju region. As the analysis results, first, it was found that intrinsic factors(.426), content factors(.358), and notational factors(.244) influenced customer satisfaction regarding the HMR selection attributes of consumers in the Jeju region. Second, it was found that the intrinsic factor (.385) and notational factor(.350) of the HMR selection attributes of consumers in the Jeju region influenced purchase intention. Third, it was found that content factors(.508) and intrinsic factors(.262) influenced recommendation intentions in the HMR selection attributes of consumers in the Jeju region. Therefore, through this study, the intrinsic factors among the HMR selection attributes for consumers in the Jeju region are factors that affect both customer satisfaction and behavioral intention, and are found to be the factors that need to be managed the most among the selection attributes of HMR Jeju, and so it was revealed that continuous management of product taste, price, and brand was necessary.

Impact of the destination image and government policy responsiveness of China on Korean travelers’ destination trust and behaviors in the post-pandemic era

The underlying mechanism of the destination trust of Korean travelers and behaviors toward China after the COVID-19 pandemic is explored in the present study, which considers the role of the destination image constituents and perceived government policy responsiveness for tourism recovery. The data was collected from Korean nationals who are currently residing in South Korea and have traveled to China in the last five years. The results revealed that the developed conceptual framework had a satisfactory level of explanatory ability in regards to predicting the travel and recommendation intentions of Korean travelers toward China, which destination trust serves as the key mediator. Moreover, the perception of Korean travelers in regards to Chinese government policy responsiveness for tourism recovery significantly strengthened the effect of image factors on destination trust. The study also discovered that the importance of image factors varies in regards to the formation of trust and destination behaviors. This research provides significant theoretical insights into the post-health crisis tourism recovery, which emphasizes changes in Korean travel patterns in the aftermath of COVID-19 as well as the wider socio-political environment that influences travel destinations. It also presents useful guidance for Chinese tourism stakeholders in regards to implementing effective recovery strategies that are aimed at the lucrative Korean outbound travel market during the post-COVID-19 pandemic period.

Factors influencing recommendation intentions for autonomous vehicles: A path analysis in a pilot study

Over the past decade, the rapid development of artificial intelligence has propelled the transition of autonomous vehicles from laboratories to real-world applications. However, autonomous vehicles are a long way from fully integrating into most people's lives. Previous studies indicate that the word-of-mouth effect is often used by consumers to determine the quality of innovative technologies. Word-of-mouth recommendation can not only increase the income of enterprises by attracting new customers, but also greatly reduce the promotion and publicity expenses of enterprises. Through the word-of-mouth effect, the intention to recommend can contribute to the growth of the autonomous driving market. Therefore, current research explores the mechanisms among the perceived risk of privacy safety, perceived defect, perceived behavioral control, intention to use, and intention to recommend through path analysis. Our findings, based on 433 online questionnaires, indicate that the perceived risk of privacy safety, perceived defects, and perceived behavioral control influence the intention to recommend. Notably, perceived risk of privacy safety and perceived defect directly affects the intention to recommend and also correlates with perceived behavioral control. These findings provide some empirical evidence for the recommendation of autonomous vehicles and the expansion of consumer groups.

관광자원으로서의 사찰음식의 속성이 방문의도 및 구전의도에 미치는 영향

Recently, there has been an increased interest in temple cuisine due to heightened consumer awareness of health and environmental issues. To establish a unique position as a tourist attraction, it is important to understand consumers' intentions and perceptions regarding temple food. Therefore, the aim of this study was to examine the relationship between the attributes of temple cuisine as a tourist resource and visitors' intentions to visit and recommend it. Additionally, the study investigated the mediating effects of consumers' perception of health value and environmental value on the relationship between temple food attributes and revisit and recommendation intentions. The research analyzed 358 consumers interested in temple food using structural equation and SPSS Process Macro analysis techniques. The results showed that consumers' perception of health value and environmental value mediate the relationship between temple food attributes and visit and recommendation intentions. Specifically, among those who had direct experience with temple cuisine, positive perceptions of environmental and health values were associated with higher intentions to visit and recommend. This study contributes by comprehensively examining the interrelationships and processes among temple food attributes, perceptions of health value, perceptions of environmental value, visit intentions, and recommendation intentions. Based on these findings, the study suggests the need for efforts from stakeholders to promote the positive attributes of temple cuisine, stimulate consumers' health and environmental value perceptions, and expand related institutions where consumers can experience temple cuisine. Ultimately, this can increase tourists' loyalty, visit intentions, and recommendation intentions.

How Brand Authenticity Affects Consumers’ Willingness to Recommend by Word-of-Mouth? Evidence from the Cell Phone Industry

Based on the cognitive-affective-behavioral theory and self-congruity theory, this study constructs a theoretical model with four dimensions of brand authenticity (continuity, integrity, credibility and symbolism) as independent variables, willingness to recommend by word-of-mouth (RWOM) as dependent variables and brand attachment as mediating variables to investigate how brand authenticity affects RWOM through brand attachment. Using quantitative methods and snowball sampling, 515 Chinese respondents aged 18+ who purchase and use the top 6 brands of cell phones in China participated in this study. SEM was used to analyze the data and test the hypotheses. The results show that the continuity, integrity, credibility and symbolism all significantly and positively affect RWOM and brand attachment, with brand credibility having the strongest effect on the RWOM and brand attachment; secondly, brand attachment is proven to positively influence RWOM; finally, brand attachment plays a partially mediating role between the four dimensions of brand authenticity and RWOM. The findings enrich the theoretical results of brand authenticity and RWOM, and has certain reference value for enterprises to build authentic brands and enhance consumers’ word-of-mouth recommendation intention.

ChatGPT: Advocacy or Opposition Through Mixed Methods

ABSTRACT Since its inception, ChatGPT has sparked debates regarding its benefits and drawbacks, which ultimately influence users’ decision-making about its usage. This study aims to investigate the effects of ChatGPT’s system reliability and utilitarian value on users’ behavioral responses. It employs a mixed-method technique comprising topic modeling analysis of 211,301 tweets and structural equation modeling using data collected from 210 full-time working professionals. The results demonstrate the significant influence of users’ perceptions of ChatGPT system reliability, which are shaped by perceived intelligence, system availability, immaturity, and privacy concerns. Additionally, the study reveals that ease of use and information quality have substantial effects on users’ perception of its utilitarian value, which, in conjunction with system reliability, contribute positively to users’ satisfaction. Furthermore, the findings affirm the positive effects of users’ satisfaction on their continuous use and recommendation intentions of ChatGPT to others. The findings provide theoretical and practical implications.

Exploring the link between creative tourist experiences and intentions among Gen Z: a sequential mediation modeling approach in creative tourism

Purpose This study aims to explore the influence of creative tourist experiences (CTE) on tourists’ recommendation intentions (RCI) toward creative tourist destinations. This study examines the roles of tourist engagement and satisfaction in this relationship, proposing a sequential mediation model based on the cognitive-affective-conative model. Design/methodology/approach The research surveyed travelers to Kinnaur, Himachal Pradesh, India, using a structured questionnaire. Through purposive sampling data were collected from 413 generation Z (Gen Z in short) tourists. The study used exploratory factor analysis, confirmatory factor analysis and sequential mediation analysis. The present research used Model 6 by Andrew Hayes in the SPSS process macro to test the serial mediation. Findings The findings emphasize the importance of active engagement in creative tourism and its potential to transform cultural heritage into enriching experiences, thereby influencing tourists’ recommendation behaviors. Results of sequential mediation analysis show that there is a significant and positive impact of CTE on tourist’s RCI. Further, results showed the sequential mediation effect of tourist engagement and satisfaction on the relationship between CTE and RCI. Practical implications The findings offer valuable insights for destination managers and policymakers in creative tourism. Enhancing tourist engagement and satisfaction through creative experiences can effectively increase RCI, contributing to the sustainable management of cultural resources and preventing the over-commercialization of cultural heritage. Originality/value This research contributes to the literature on creative tourism by empirically testing the sequential mediation model and highlighting the pivotal role of tourist engagement and satisfaction in transforming creative experiences into positive behavioral outcomes. This study provides a nuanced understanding of the factors influencing tourists’ RCI in creative tourism contexts.

Examining the enablers of street food attachment: an integrated attachment-SOR perspective

ABSTRACT COVID-19-induced lockdowns and movement restrictions led to individuals’ limited movement and recall of street food memories. Against this backdrop, the current study explores the enabler role of the perceived scare of COVID-19 on street food attachment and its contribution to recommending and revisiting intention. A prominent contribution of this study is the evaluation of the moderating role of perceived price fairness, food authenticity, vendor hygiene practices, and income. The proposed model is validated with perceptual responses gathered from two prominent destinations viz. India and the Middle East and analyzed with partial least squares. Results showed that the perceived scare of COVID-19 does significantly enhance one’s attachment associated with street food. Moreover, street food attachment does enhance an individual’s revisit and recommendation intention in the new normal. Furthermore, results showed that the contingent effects of food authenticity, perceived price fairness, vendor’s hygiene practice, and income have a positive moderation on the relationship between perceived scare of COVID-19 and street food attachment. The study is one of the few studies on street food attachment in the new normal for developing countries like India and the Middle East. The implications have relevance for street food businesses and small food business owners in Asian countries.

무인 밀키트 판매점의 선택속성이 관계의 질과 행동의도에 미치는 영향

This study used 363 questionnaires for statistical analysis from December 1 to 20, 2023 targeting consumers who used meal kit stores. As a result of the analysis, first, brand, safety, quality, and price, which are optional attributes of unmanned meal kit stores, had a positive effect on satisfaction. Second, quality and price, which are optional attributes of unmanned meal kit stores, had a positive effect on trust. Third, brand, quality, design, and price, which are optional attributes of unmanned meal kit stores, had a positive effect on repurchase intention. Fourth, safety and price, which are optional attributes of unmanned meal kit stores, had a positive effect on recommendation intention. Fifth, satisfaction and trust, the quality of relationships, had a positive effect on repurchase intention. Sixth, satisfaction and trust had a positive effect on recommendation intention. Therefore, companies need to build an unmanned automation system with enhanced safety in consideration of factors related to the purchase behavior of consumers who purchase meal kits, and it can help establish product directions and marketing strategies to improve meal kit standards to provide some implications.

A Study on the Service Quality Factors Influencing the Satisfaction and Recommendation Intention of NCS-based Design Education

A Study on the Service Quality Factors Influencing the Satisfaction and Recommendation Intention of NCS-based Design Education

Antecedents of Satisfaction and The Influence of Recommend Intention

Visitor satisfaction is an important factor in tourist destinations. Therefore, the aim of this research is to test destination image, Emotional experience, Pro-Growth Destination Authenticity, satisfaction and influence on Recommend Intention. The population of this research is tourists visiting Bali. The sample in this study was 200 respondents using a purposive sampling technique with criteria of age 17 years above. tourists visiting tourist villages a minimum of once a year. This research is quantitative research with a survey method. The data collection tool in this research used a questionnaire. Data analysis using PLS-SEM. The research results show that the variables pro growth Destination Image, Pro Growth Destination Authentication, Emotional Experience have a positive and significant influence on satisfaction, and Satisfaction has a positive and significant influence on intention to recommend.