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Perceived service recovery justice and customer re-patronage intentions : sequential mediation

Muhammad Asghar Ali; Ding Hooi Ting; Ahmad-ur-Rehman, … - In: Cogent business & management 8 (2021) 1, pp. 1-21

analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ … satisfaction and customer affection. This research contributes to practice by providing strategies for effective service recovery …

Persistent link: https://www.econbiz.de/10012649549

Participating anonymous online student communities and university brand relationship outcomes

Le, Tri D.; Linh Le; Quynh Phan; Khoa T. Tran; Phuong … - In: Cogent business & management 8 (2021) 1, pp. 1-14

Besides official social pages of organizations, the anonymous online consumer communities are emerging phenomena. Participating these communities may affect the relationship between consumers and brands. Focusing on the higher education context, where consumers and brands have strong...

Persistent link: https://www.econbiz.de/10012649884

The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering : evidence from Indonesian logistics service providers

Masudin, Ilyas; Safitri, Nika Tampi; Restuputri, Dian Palupi - In: Cogent business & management 7 (2020) 1, pp. 1-30

This article identifies the effect of logistics service quality on customer satisfaction and customer loyalty with … service quality was provided into three variables, namely the quality of personnel services, the quality of operation services … between the variables. The results of this study were accepted three out of eight hypotheses. The personnel service quality …

Persistent link: https://www.econbiz.de/10012650009

Tourist satisfaction-loyalty Nexus in Tigrai, Ethiopia : implication for sustainable tourism development

Asmelash, Atsbha Gebreegziabher; Kumar, Satinder - In: Cogent business & management 7 (2020) 1, pp. 1-19

Long-term success of the tourism industry is unthinkable unless tourist satisfaction and loyalty are secured. However, there is very scant literature dealing with this issue in the developing and politically unstable counties including Ethiopia. To this end, this study attempts to examine...

Persistent link: https://www.econbiz.de/10012650306

The role of human brands in consumer attitude formation : anthropomorphized messages and brand authenticity

Han, Hee-Eun; Cui, Ge-Qi; Jin, ChangHyun - In: Cogent business & management 8 (2021) 1, pp. 1-19

The purpose of the study attempts to assess consumer reactions by classifying anthropomorphized messages according to the authenticity of a human brand with which they are associated. And also the study to investigate the causal relationship between attributions of human brand and consumer-brand...

Persistent link: https://www.econbiz.de/10012652911

Model development for coffee processing plant location selection by using AHP method : case of Guji Zone, Ethiopia

Georgise, Fasika Bete; Jarso, Boru Bedeya; Mindaye, … - In: Cogent business & management 7 (2020) 1, pp. 1-18

It is very difficult to find a suitable location for a coffee processing plant from many alternatives. This research-developed a model by Analytic hierarchy pair wise that gives full information for a coffee processing plant to select a suitable location from alternatives as its objective. The...

Persistent link: https://www.econbiz.de/10012654793

The important role of customer bonding capability to increase marketing performance in small and medium enterprises

Udayana, Ida Bagus Nyoman; Farida, Naili; … - In: Cogent business & management 8 (2021) 1, pp. 1-20

The purpose of this study is to develop the concept of customer bonding capability in the small and medium enterprise. Empirical research was conducted to explain how marketing performance can be improved through customer bonding capability. Considering the number and role of small and medium...

Persistent link: https://www.econbiz.de/10012654930

Customer loyalty to Islamic banks : evidence from Indonesia

Fianto, Bayu Arie; Gan, Christopher; Widiastuti, Tika; … - In: Cogent business & management 7 (2020) 1, pp. 1-27

This study identifies determinants of customer loyalty to Islamic banking in Indonesia using a structural equation model (SEM) and confirmatory factor analysis (CFA). Data of 362 respondents from two cities of East Java Indonesia have been used to determine the factors of customer loyalty of...

Persistent link: https://www.econbiz.de/10012655131

Market orientation, corporate social responsibility, and firm performance : the moderating role of relationship marketing orientation

Hoang, Cuu Long; Thanh, Trang Bui - In: Cogent business & management 8 (2021) 1, pp. 1-19

This study aims to examine the relationship among concepts as market orientation, corporate social responsibility, firm performance, and relationship marketing orientation in a transition economy such Vietnam. A model with its key determinants was conducted with quantitative test on a sample of...

Persistent link: https://www.econbiz.de/10012656942

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe, Lovemore; Makanyeza, Charles; Chigunhah, Blessing - In: Cogent business & management 8 (2021) 1, pp. 1-19

direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the …, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence …

Persistent link: https://www.econbiz.de/10012656970