The concept of service convenience has received substantial attention in services marketing literature. Nevertheless, little is known about the relationship between service convenience and service loyalty when consumer characteristics act as moderators. This study aims to investigate these...

The concept of cognitive dissonance has been an important construct in consumer behaviour research ever since it was first suggested. However, longitudinal studies on dissonance related to other post-purchase constructs such as satisfaction, loyalty and complaint behaviour are still scarce. In...

Customer-orientation of salespeople has a significant influence on sales performance, behavioural intentions of customers and their satisfaction levels. Yet, there have been studies which point towards the fact, that although the SOCO (Saxe & Weitz, 1982) scale has been used by a number of...

This paper is presented to provide the role of service quality, perceived value and customer satisfaction in determining customer loyalty of retail banking in Central Sulawesi, Indonesia. The study involved customers of national retail banks, Islamic banks, and a local government owned bank in...

This research investigates the relationship between dining attributes, customer satisfaction and customer retention in the fast food industry. This research has brought out how to gain customer retention to the services and the factors that influence the customer retention. For this research...

Research Aims: Laptops are essential in people’s everyday lives. Since laptop utilization has been very high during the COVID-19 pandemic because of the restrictions imposed by the pandemic, many laptop manufacturers have made efforts to drive consumers to switch to their laptop brands. The...

Objective: The objective of the article is to examine how respondents' technological readiness (as an individual factor besides demographic characteristics) influences channel preference (in-store, online big- and small-screen at different stages of the purchasing decision process for high-value...

Prior studies have paid relatively little attention to the mechanisms that underpin how the organizational good intentions perceived by customers (including customer perceived justice and support) may result in customers engaging in voluntary behaviors (i.e., customer citizenship behaviors...

Aim/purpose - The main objective of this research is to investigate the relationship between service quality and customer loyalty and the moderating effect of positive word-of-mouth on this relationship in the hospitality sector, in North Central Nigeria. Design/methodology/approach - The...

While previous research investigated the effects of online consumer reviews on purchase behaviors, currently, there is still a lack of knowledge on the impact of the reviews' credibility, content quality and information usefulness on the customers’ satisfaction levels with them. Data were...