Journal ArticleDOI
Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China
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TLDR
It is confirmed that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM and that age, gender, and usage time have moderating effects.About:
This article is published in International Journal of Information Management.The article was published on 2010-08-01. It has received 1000 citations till now. The article focuses on the topics: Loyalty business model & Customer delight.read more
Citations
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An empirical examination of continuance intention of mobile payment services
TL;DR: Drawing on the information systems success model and flow theory, this research identified the factors affecting continuance intention of mobile payment and indicated that servicequality is the main factor affecting trust, whereas system quality is themain factor affecting satisfaction.
Journal ArticleDOI
The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust
Ilyoo Barry Hong,Hwi-Hyung Cho +1 more
TL;DR: It was found that trust is transferred from an intermediary to the community of sellers, implying that the trustworthiness of the intermediary plays a critical role in determining the extent to which consumers trust and accept the sellers in the e-marketplace.
Journal ArticleDOI
The effects of relationship quality and switching barriers on customer loyalty
TL;DR: From a managerial perspective, this research suggests that practitioner should not only keep improving service quality, but also provide playfulness to ensure customer satisfaction.
Journal ArticleDOI
Customer loyalty: a review and future directions with a special focus on the hospitality industry
TL;DR: In this paper, the authors provide a summary review of what is already known about customer loyalty and identify some emerging issues that play an important role in it, as a result of dramatic changes in the marketplace and in consumers connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty.
Journal ArticleDOI
An expectation-confirmation model of continuance intention to use mobile instant messaging
TL;DR: The results showed that perceived service quality and perceived usability significantly affect user satisfaction and continuance intention to use MIM, and the effect of perceived security on user satisfaction is not significant.
References
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Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Journal ArticleDOI
A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies
TL;DR: In this paper, the authors developed and tested a theoretical extension of the TAM model that explains perceived usefulness and usage intentions in terms of social influence and cognitive instrumental processes, which was tested using longitudinal data collected regarding four different systems at four organizations (N = 156), two involving voluntary usage and two involving mandatory usage.
Journal ArticleDOI
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
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