Customer perceived value, satisfaction, and loyalty: the role of willingness to share information
| Autor: | Heikki Karjaluoto, Matti Leppäniemi, Hannu Saarijärvi |
|---|---|
| Rok vydání: | 2016 |
| Předmět: |
Value (ethics)
Economics and Econometrics asiakastyytyväisyys media_common.quotation_subject willingness to share information Context (language use) 02 engineering and technology Share of wallet Loyalty business model 020204 information systems 0502 economics and business Loyalty 0202 electrical engineering electronic engineering information engineering asiakaskokemus Business and International Management Marketing ta512 perceived value media_common customer loyalty 05 social sciences satisfaction Outcome measures asiakasuskollisuus share of wallet ComputingMilieux_COMPUTERSANDSOCIETY 050211 marketing Customer satisfaction Business arvottaminen |
| Zdroj: | The International Review of Retail, Distribution and Consumer Research. 27:164-188 |
| ISSN: | 1466-4402 0959-3969 |
| DOI: | 10.1080/09593969.2016.1251482 |
| Popis: | This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples suggest that both perceived value and satisfaction are significant determinants of customers’ willingness to share information with a company. Although some differences emerge in the two studies, structural modeling largely supports the hypothesized framework and positions customers’ willingness to share information as an important antecedent of their loyalty intentions and behavior. This study provides practitioners with preliminary insight into the relationship between willingness to share information and perceived value, customer satisfaction, and customer loyalty. This study advances retailing research, as it is one of the few empirical studies investigating the role of customers’ willingness to share information in driving loyalty and its relationship with perceived value and satisfaction in a retailing context. peerReviewed |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|