The Positive and Negative Effects of Switching Costs on Relational Outcomes

Journal of Service Research, Journal Year: 2007, Volume and Issue: 9(4), P. 335 - 355

Published: April 16, 2007

Research increasingly suggests the importance of switching costs in customer retention strategies. However, research on downstream effects different types is lacking. This study seeks to address this issue by proposing and testing a framework for examining alternative routes through which (i.e., procedural, social, lost benefits) operate affecting relational outcomes. Consistent with our hypotheses, social costs, benefits appear bolster affective commitment, subsequently increases positive emotions repurchase intentions decreases negative word mouth. Furthermore, again consistent procedural calculative some instances but also Overall, study's findings suggest that service firms should use caution when utilizing as strategy.

Language: Английский

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The impact of servicescape on quality perception

European Journal of Marketing, Journal Year: 2005, Volume and Issue: 39(7/8), P. 785 - 808

Published: June 28, 2005

Abstract Purpose – Although numerous articles emphasize the importance of servicescape (the physical facilities a service company), effect on quality perception has been inadequately captured by previous empirical research. The purpose this paper is to examine impact perceived in more comprehensive way. Design/methodology/approach article proposes new model for assessing effects based SERVQUAL. considers special role (or what called "tangibles" SERVQUAL) taking into account that elements act as search qualities, while other SERVQUAL dimensions represent experience or credence qualities. In doing so, captures direct and indirect influences servicescape. Additionally, scale suggested, which exceeds mostly tangible aspects environment covered scale. tested population survey two industries (retail banking restaurants). Findings results show plays greater than was supposed most studies. not only cue expected quality, but also customers' evaluations factors determining quality. Thus, an leads have high overall effect. hedonic compared utilitarian service. Research implications/limitations Since study refer specific industries, should be used with care. it would conceivable influence might larger even services if customer spends extended period facility. It worthwhile consider price paid consumer perceptions relative future Further shortcomings result from problems examining measurement models. Clearly, effort needed develop tool well present primarily aligned general question about meaning servicescape, obtained do allow concrete managerial implications use different elements. There need further research single entire Practical Service providers give careful consideration their accordance findings environmental psychology, may remain limited elements, must ambient components such odours background music. Originality/value This provides better assessment approaches. shown assumed.

Language: Английский

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Color and shopping intentions

Journal of Business Research, Journal Year: 2003, Volume and Issue: 56(7), P. 541 - 551

Published: June 2, 2003

Language: Английский

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Application of the Stimulus-Organism-Response model to the retail environment: the role of hedonic motivation in impulse buying behavior

The International Review of Retail Distribution and Consumer Research, Journal Year: 2011, Volume and Issue: 21(3), P. 233 - 249

Published: July 1, 2011

Abstract The study examined direct and indirect effects of retail environmental characteristics on impulse buying behavior. Guided by the Stimulus-Organism-Response (S-O-R) model literature, investigated whether how three (i.e. ambient, design, social) environment influenced consumers' positive emotional responses which, in turn, affected Whether individual factors hedonic motivation) moderated relationship between these were also examined. Survey data collected using a store intercept method from 212 consumers offering outdoor merchandise. found (a) ambient/design to (b) Hedonic motivation social responses. Keywords: motivationimpulse buyingpositive emotionsS-O-R

Language: Английский

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The role of atmospheric cues in online impulse-buying behavior

Electronic Commerce Research and Applications, Journal Year: 2013, Volume and Issue: 12(6), P. 425 - 439

Published: June 11, 2013

Language: Английский

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