Purpose This study presents the applicability of a model-based approach for loyalty program forecasting using smartphone app in the digital strategy of the retail industry. Design/methodology/approach The authors develop a dynamic model with the cyclical structure of customer segments through customer experience. They use time-series data on the number of members of the loyalty program, “Seven Mile

Purpose Adopting the duality approach, this study aims to examine cognitive and affective associations between shopping values, impulse buying tendencies and consumer shopping well-being. In addition, the study also aims to test the moderating role of self-control and compare the proposed relationships across the offline and online shopping contexts. Design/methodology/approach A survey dataset was

Purpose Zalo is a Vietnam social media platform attracting over 100 m users worldwide. The work aims to ascertain how to boost users' satisfaction, habit and continuance intention toward Zalo based on the expectation confirmation theory (ECT) and its extension through the impacts of expected benefits and emotional motivations. Design/methodology/approach Data are collected via an online survey on a

Purpose This paper aims to identify distinct consumption patterns among Asian consumers and examine how these relate to cultural antecedents and key human values. Design/methodology/approach This study uses a large, representative sample of almost 7,000 Asian consumers in 10 culturally varying markets, using latent profile analysis (LPA) to identify the consumption profiles. Findings The findings empirically

Purpose The purpose of this paper is to analyze the relationship between customer engagement in social media (CESM), brand equity and corporate performance and investigated whether these relationships differed according to cultural factors in the United States and South Korea. Design/methodology/approach We collected customer engagement on social media data on Facebook and brand equity data from Interbrand

Purpose This study examines the effectiveness of Zero-Contact Marketing that minimizes contact between employees and consumers in marketplaces by adopting an integrated research framework of motivation theory, servicescape model and the theory of reasoned action (TRA). Design/methodology/approach This study randomly collected 314 respondents through an online survey in May 2020 in South Korea. Structural

Purpose This study aims to examine the increasingly widespread phenomenon of brand community-swinging, which refers to a user's routine use of multiple brand communities of a brand across different social media. Drawing from channel complementarity theory, this study examines whether the complementarity of gratifications in four values (i.e. information value, entertainment value, social interaction

Purpose The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding any such evidence. To address this discrepancy, this study aims to investigate the SRP. Design/methodology/approach

Purpose Financial bankruptcy is inevitable in the tourism and hospitality ecosystem. Despite the pertinence of tourism and hospitality businesses going into bankruptcy, limited studies have investigated the early warning signs and likelihood of a financial bankruptcy occurring in tourism and hospitality firms. This study examined the predictive value of financial ratios as potential indicators in predicting

Purpose This research investigates three major research questions. First, how does brand alliance type, defined by a partner's location and brand quality, affect consumers' emotional value perceptions of higher education brand alliances for dual-degree programs? Second, does perceived brand fit mediate the relationship between brand alliance type and emotional value perceptions? Third, do individual

Purpose The authors investigate the antecedents of psychological ownership from the customers' perspective by applying employee psychological ownership (EPO) to human resource management. Design/methodology/approach The authors conducted questionnaires on utilitarian benefits, hedonic benefits, perceived risk, customer satisfaction, customer trust and customers' psychological ownership (CPO) on 205

Purpose This study aims to examine the relationship between trust and its antecedents, i.e. customer satisfaction, perceived value and religiosity. The moderating roles of religiosity on the relationships between perceived value, satisfaction and trust also have been investigated in this study. Design/methodology/approach This research has carried out in West Sumatra Indonesia. The respondents of this

Purpose Mega-sporting events reportedly can offer many tangible and intangible benefits to the host country and regions, such as job creation, image improvement, local pride enhancement, social overhead capital investment and tourism business development. However, a paucity of studies in the literature have developed integrative models or have explored domestic tourist behavior in a general, or the

Purpose This paper employed the self-determination theory (SDT) to examine the synergistic impacts of intrinsic, extrinsic and prosocial motivations in promoting sustained pro-environmental consumption behaviors (PECB). To provide evidence for the study’s theoretical framework, the authors focus on the behavior of reducing single-use plastics. Design/methodology/approach A mall-intercept survey for

Purpose This study empirically examines a set of drivers (i.e. social media involvement, self-brand congruence, firm image and relationship age) of consumers’ social media brand engagement (SMBE), which subsequently influences consumer outcomes (i.e. consumer satisfaction, brand trust and perceived value). Design/methodology/approach Data were collected using a self-administered online survey of 340

Purpose The purpose of this study was to theorize and examine a Pygmalion perspective in how leader and coworker expectations predict in-role and ex-role employee green behavior (EGB). Design/methodology/approach Using a time-lagged field study, data were collected from a sample of 71 leaders and 340 members to examine the hypothesized relationships with a multilevel model (group level and individual

Purpose The purpose of this study is to examine the effects of brand origin (BO) misperception (hereafter BOM) or non-identification on brand equity. Besides, the current study investigates the moderating role of brand strength in the relationship between BOM and brand equity. Design/methodology/approach The current study adopted a 4 (BO identification: favorable BOM vs adverse BOM vs non-identification

Purpose The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints that result in consumer loss. Focusing on the O2O context, this study integrates expectation disconfirmation theory (EDT) and justice theory to investigate consumers' dissatisfaction toward O2O websites. Design/methodology/approach

Purpose Due to the lack of relevant literatures on the application of mobile augmented reality (AR) service in beauty industry, the purpose of this study is to explore the impact of the mobile AR service on consumers' purchase behavior and brand awareness in beauty industry. And this study also wants to identify the different effects of the relationship among flow experience (concentration, playfulness

Purpose Social media (e.g., e-WOM) and traditional media (e.g., media coverage) serve different roles in a firm's marketing activities and also interact with each other, which in turn affect the market outcome. In addition, how market outcome affects the two types of media in turn has not been examined, which brings the need for a holistic framework. The rare study that examines this relation mostly

Purpose The concepts of luxury and pro-environment may be viewed as being in contradiction with each other. Consequently, it is unclear how to promote pro-environmental luxury brands. The present research seeks to develop effective advertising strategies for pro-environmental luxury brands by employing mixed emotional appeals. Design/methodology/approach Two experimental studies were conducted to test

Purpose Religious doctrines generally encourage people to behave ethically. However, in daily life, individuals notice inconsistencies between religious beliefs and behavior, leading them to ask, in the context of commerce, why religious consumers would behave unethically. The purpose of this study was to investigate the impact of consumers' intrinsic and extrinsic religiosity on their ethical behavior

Purpose Our study advances theory in supply chain resilience (SCRes) by identifying and describing the mechanisms through which interorganizational relationships (IORs) contribute to SCRes. Design/methodology/approach We employ a multi-method conceptual development design combining structured and narrative review of the literature, supported by illustrative case studies. A four-stage refinement process

Purpose In the tourism industry, unmanned aerial vehicles (UAVs) can perform monitoring and patrol missions to protect assets and tourists at attractions such as coastal areas, canyons, national parks, etc. Such use of UAVs can improve safety and security of tourism attraction and facilitate tourism industry. However, there is a key issue regarding economic investment and efficient operation for actual

Purpose The purpose of this study is to increase the understanding of the online brand advocacy (OBA) and brand loyalty relationship through a social identity theory lens. Design/methodology/approach An online survey was used to obtain the needed data and the relationships of interest were examined using a partial least squares structural equation modelling approach. Findings Brand loyalty and consumer-brand

Purpose The purpose of this present study is to investigate how opinion leaders' responsiveness to social influence varies with network positions (i.e. degree centrality and brokerage) and network density in new product diffusion networks. Design/methodology/approach This study collected data based on a sociometric network survey. Hierarchical moderated regression and hierarchical linear modeling analyses

Purpose The purpose of the current paper is to examine the relationship between storescape (retail's physical and social environment factors) and customer loyalty (CL) and how employee citizenship behaviour towards customer (ECB-C) facilitates this relationship. Design/methodology/approach This study used a descriptive quantitative, non-experimental research method using a cross-sectional design with

Purpose The purpose of this paper is to investigate the effect of framing idle item recycling appeals as gains or losses on influencing consumers' idle item recycling intention by assessing the mediating role of perceived impact and the moderating role of product attachment. Design/methodology/approach In total, three experiments were conducted to gather data. The assumed hypotheses were verified using

Purpose This study assesses how “green behaviour” influences the switching intention towards remanufactured products in sustainable consumers by introducing the possibility of an innovation diffusion approach for promotion efforts. Design/methodology/approach This study utilises a mixed-method approach. First, a study with a non-experimental causal design was performed with 248 cell phone users characterised

Purpose The purpose of this paper is to take the neglected influencing factors in brand alliance research into account based on consumer characteristics theory and discuss the influencing factors' interactive effects on brand alliance. Design/methodology/approach Based on the theory of consumer characteristics and the S&R model of brand alliance, an experimental design was conducted to examine the