Search Results (149)

Branding refers to the distinctiveness of an organization that differentiates it from its competitors and builds loyalty with customers. Brand trust is the confidence consumers have in a company to deliver consistently against their expectations of the brand. Brand equity is the commercial value that a brand has and is linked to consumer perception and loyalty. Culture refers to the expected behaviors of a defined group of people, e.g., customers. Brand activism is when an organization takes a visible ideological stance associated with a specific issue or social concern. Socio-political branding refers to the practice of using brand activism specifically to connect with certain key stakeholder groups. Full article

This study proposes and validates a comprehensive model of the determinants of online travel company success by establishing the relationships between a properly conceptualized higher-order e-service quality construct, perceived value, and satisfaction on customer loyalty and customers’ citizenship behavior. The model was tested using structural equation modeling and data collected on 257 US travelers. Results reveal that e-service quality positively influences customers’ loyalty and citizenship behavior both directly and indirectly (through perceived value and satisfaction). Perceived value also exerts a direct positive influence on satisfaction. The results provide theoretical and practical implications by helping to demystify the relationships between the tested variables, as well as by increasing our understanding of the determinants of success in online travel websites. Full article

This study investigates how next-generation digital infrastructures—terahertz (THz) communication and AI-driven network orchestration—shape perceived service quality, luxury perception, and loyalty within the context of luxury hospitality. An empirical survey was conducted among 693 guests at Torre Melina Gran Meliá (Barcelona) between June 2024 and June 2025. Using a refined 38-item Likert-scale instrument, a three-factor structure was validated: (F1) Network Performance (speed, stability, coverage, seamless roaming, and multi-device reliability), (F2) Luxury Perception (modernity, innovation, and brand image), and (F3) Service Loyalty (satisfaction, return intentions, recommendations, and willingness to pay a premium). The results reveal that superior network performance functions both practically and symbolically. Functionally, it enables uninterrupted video calls, smooth streaming, low-latency gaming, and reliable multi-device usage—now considered essential utilities for contemporary travelers. Symbolically, high-performing and intelligently managed connectivity conveys technological leadership and exclusivity, thereby enhancing the hotel’s luxury image. Collectively, these effects create a “virtuous cycle” in which technical excellence reinforces perceptions of luxury, which in turn amplifies satisfaction and loyalty behaviors. From a managerial perspective, advanced connectivity should be viewed as a strategic investment and brand differentiator rather than a cost center. THz-ready, AI-orchestrated networks support personalization, dynamic bandwidth allocation (i.e., real-time adjustment of network capacity in response to fluctuating user demand), and monetizable premium service tiers, directly strengthening guest retention and brand equity. Ultimately, next-generation connectivity emerges not as an ancillary amenity but as a defining pillar of luxury hospitality in the emerging 6G era. Full article

Unsafe behaviors among construction workers remain a leading cause of accidents in the construction industry. Previous studies have primarily relied on structural equation modeling and causal inference approaches to investigate the determinants of workers’ safety behavior. However, these methods are often limited in their ability to address confounding bias inherent in observational data and tend to focus on isolated effects of individual variables, thereby overlooking the complex interactions between organizational and individual factors. To overcome these limitations, this study applies the Categorical Boosting (CatBoost) algorithm to examine the joint organizational and individual mechanisms underlying construction workers’ safety behavior. CatBoost is particularly suitable for small- to medium-sized datasets and is capable of automatically capturing complex, nonlinear relationships among variables. Leveraging the SHAP interpretability framework, both main-effect and interaction analyses are conducted to systematically identify the most influential determinants. The results demonstrate that CatBoost outperforms eXtreme Gradient Boosting (XGBoost) and Random Forest (RF) models in predicting safety-related outcomes. Prosociality (PSO) is identified as the most influential predictor, followed by personal proactivity (PAC). Interaction analyses further reveal that organizational attributes—such as prosociality, loyalty, and mutual assistance—play a critical role in cultivating a safety-oriented organizational climate, while an optimistic personal attitude further enhances safety performance on construction sites. Overall, these findings provide meaningful theoretical insights and practical implications for improving safety management in the construction sector. Full article

Servicescape, the physical and social environment of a service setting, is a critical strategic tool for creating competitive advantage. While its influence on customer loyalty and electronic word-of-mouth (e-WOM) is established, the underlying psychological mechanisms remain inadequately specified. This study addresses this gap by proposing and testing a dual-mediation model grounded in an integrated Stimulus–Organism–Response (S-O-R) framework, with cognitive evaluations informed by Expectancy-Disconfirmation Theory (EDT), distinguishing between affective (service experience) and cognitive (customer satisfaction) pathways. Data were collected from 420 patrons of nature-themed cafés in Nakhon Ratchasima, Thailand, and analyzed using structural equation modeling (SEM-PLS). The results confirm that servicescape significantly enhances both service experience (β = 0.805, p < 0.001) and customer satisfaction (β = 0.816, p < 0.001). However, its effects on customer loyalty and e-WOM are fully mediated through these parallel pathways. Customer satisfaction demonstrated a stronger influence on loyalty than service experience, while both were significant drivers of e-WOM. The findings suggest theoretical contributions by delineating the distinct affective and cognitive processes through which the service environment translates into digital advocacy and loyalty. For managers, this study suggests a strategic framework for allocating resources to foster both shareable experiences and satisfaction-driven loyalty. Full article

This study aims to identify the variables that influence revisit intention and the theories most frequently employed in related research. This research adopts a systematic literature review (SLR) following the PRISMA 2020 guidelines, encompassing the identification, screening, and synthesis of articles from the Scopus, ScienceDirect, and Emerald databases. The results indicate that customer satisfaction, destination image, experience, and service quality emerge as the most dominant variables. At the same time, constructs such as electronic word-of-mouth (e-WOM), place identity, and accessibility receive comparatively little scholarly attention. Moreover, the Theory of Planned Behavior constitutes the most commonly applied theoretical framework, followed by the stimulus-organism-response (SOR) model, the Theory of Reasoned Action (TRA), and Cognitive Appraisal Theory. These findings reveal research gaps that provide a foundation for future conceptual model development. The study offers both theoretical and practical contributions toward strengthening strategies for fostering tourist loyalty. Full article

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how improvements in transactional ease, experiential quality, and satisfaction propagate across the customer journey to influence retention and growth. This study addresses this gap by examining the interrelations among Customer Effort Score (CES), Customer Experience (CX), Customer Satisfaction (CSAT), Customer Loyalty Index (CLI), and Net Promoter Score (NPS) within a unified framework. A quantitative, cross-sectional survey of recent online shoppers yielded 359 valid responses; the model was estimated with PLS-SEM. All hypothesised direct paths were positive and significant, evidencing a cascade from effort through experience and satisfaction to repurchase and recommendation intentions. Mediation analyses confirmed that CES and CX affect loyalty and advocacy indirectly via CSAT. Out-of-sample prediction validated predictive relevance. The study integrates transactional and relational indicators, establishes the empirical utility of single-item measures within PLS-SEM, and advances a portfolio view of CX metrics. Managerially, effort reduction and experience enhancement emerge as high-leverage interventions: improvements cascade through satisfaction to elevate loyalty and advocacy in digital retail. Full article

Despite widespread adoption of loyalty programs, little is known about how the shape of points accumulation frameworks influences consumer spending via psychological mechanisms and individual differences. Grounded in Prospect Theory and goal-gradient theory, this research examines the impact of linear versus accelerating points accumulation structures on spending intentions across four experiments (N = 1400) using online panels. Stages 1 and 2 manipulation experiments were conducted using simulated loyalty program brochures and e-commerce webpages, demonstrating that accelerating frameworks (versus linear) increase spending intentions by enhancing perceived reward value. Stage 3 used a 2 × 2 between-subjects design, manipulating the points framework with fictitious brochures and priming financial risk tolerance via a portfolio reflection task; temporal discounting was subsequently measured to assess its role (temporal discounting is the tendency for people to assign greater value to immediate rewards than to larger, delayed rewards), confirming the moderating effect of temporal discounting. Stage 4 also employed a 2 × 2 between-subjects design, manipulating the points framework and priming risk tolerance through a writing task, thereby confirming the moderating effect of financial risk tolerance. These findings identify perceived reward value as a key mediator and temporal discount rate and financial risk tolerance as critical moderators. Theoretical contributions include the first-time integration of temporal discounting and individual risk preferences into loyalty program theory, while practical implications offer guidance for designing loyalty programs tailored to specific market segments, thereby enhancing consumer engagement. Full article

This study investigates the role of career calling in shaping Chinese graduates’ professional match, with a focus on the mediating role of career loyalty and the moderating effect of industry income. Drawing on Conservation of Resources (COR) theory and person–environment (P–E) fit theory, we developed a three-wave, multi-source design with 2025 graduates across diverse industries. The results reveal that career calling significantly enhances professional match, and this relationship is fully mediated by career loyalty. Moreover, industry income strengthens the positive effect of calling, suggesting that external rewards amplify internal motivation in achieving sustainable career outcomes. Theoretically, the study extends calling research into the graduate labor market and integrates contextual economic factors into the COR and P–E fit frameworks. Practically, the findings highlight the importance of cultivating career calling through higher education, organizational practices, and policy initiatives to improve workforce alignment and long-term career sustainability. Full article

Customer loyalty is crucial for (while fueled by) business sustainability. Loyal customers advocate for a company’s offer and sustainable practices, while their steady support generates stable revenue stream, lower acquisition costs, and predictable cash flows that enable long-term business viability. Such a stable revenue stream is especially critical in periods of intense competition or macroeconomic disruption (e.g., COVID-19 pandemic) which profoundly influenced consumer behavior. In this context, the purpose of the current paper is to test the BG/NBD prediction model for its potential validation as a practical tool in estimating the buying behavior of customers of a self-service car washing company before and within the COVID-19 pandemic period. To achieving this, transaction data of the company’s customers was retrieved from the company’s internal information system and used as input for BG/NBD model. The model proved its effectiveness in estimating the total number of repeated transactions for the year 2020 based on the 2019 data at total customer base and at loyal customer level. Loyal customers were considered from the behavioral loyalty perspective only and defined as customers which used the company’s services at least once in both years. In the estimation of the repeated transactions frequencies, the model’s prediction accuracy increases with higher frequencies of loyal customers. Full article

This study investigates how multidimensional value and experience quality shape satisfaction and loyalty in shopping tourism. We extend the QVSL tradition by (i) specifying three hedonic value dimensions (entertainment, exploration, escapism), (ii) differentiating functional value into performance-oriented and money-saving facets, and (iii) incorporating epistemic value and experience quality as additional antecedents. We also model immediate behavioral outcomes (i.e., money spent and time spent) and test involvement as a moderating condition. Using path analysis on data from 413 mainland Chinese tourists in Japan, findings confirm that entertainment, functional value (for performance and money), epistemic value, and experience quality enhance shopping satisfaction. Functional values, epistemic value, and satisfaction drive destination loyalty. Money and time spent are additional outcomes of satisfaction. Involvement moderates the link between satisfaction and money spent. These insights offer strategic implications for Destination Marketing Organizations (DMOs) and retailers to optimize shopping environments and employee services, increasing tourist satisfaction, loyalty, and both time and money spent in the competitive shopping tourism market. Limitations include the cross-sectional design and the use of composite-indicator path analysis; future research could apply longitudinal or full SEM approaches, broaden contexts, and test additional constructs. Full article

This paper examines a number of features of online retailing and e-commerce, with a special focus on important topics including consumer behavior, multichannel marketing, and customer relationship management (CRM). According to existing research, online sales have several advantages for businesses, especially those with physical locations, such as better inventory control and increased profitability. The difficulties of integrating offline and online channels, maintaining consumer loyalty, and competing globally are all deeply analyzed. Small-business-specific CRM methods and innovative algorithms show improvements in client happiness and targeting. The study shows how e-commerce adoption and client loyalty are shaped by cultural variables, trust, and personalization. By covering the gaps in research on growing and regional markets, this review offers thorough insights into how online shopping is changing and how these changes affect retail tactics. Full article

Background: Food-allergic reactions in restaurants often result from miscommunication between customers with allergies and staff, or from staff members’ insufficient knowledge of food allergies. This study examined the behaviors, attitudes, and risk perceptions of food-allergic consumers when dining out or ordering from foodservice establishments (FSEs) compared to consumers without food allergies. Methods: A representative pan-Canadian survey was conducted amongst three groups: one of individuals without food allergies (n = 500) and two of food-allergic individuals (allergic-convenience sample [n = 500] and allergic-general population [n = 500]). The convenience sample comprised members of Food Allergy Canada, a national patient advocacy organization. Some participants with food allergies had experienced reactions linked to an FSE (43% convenience, 27% general). Weighted responses from food-allergic groups were compared to those of non-allergic ones using chi-square (p < 0.05). Statistical comparison between allergic groups was not attempted due to inherent differences in their allergic condition. Results: In several questions, responses from the non-allergic group differed significantly from those of the allergic-convenience sample, but not from those of the allergic-general population. Food-allergic-convenience respondents were more likely to avoid ordering food or dining out than non-allergic ones, with the highest avoidance (66%) noted for third-party platforms. Cost was the main barrier for non-allergic and allergic-general populations, whereas the allergic-convenience sample prioritized allergy-related concerns. Although at a lower rate than for participants with food allergies, food allergies influenced restaurant selection for 44% of participants without food allergies when dining with individuals outside their household. Most allergic respondents perceived that FSEs underestimate the seriousness of food allergies (82% convenience, 71% general), yet they felt safe while dining out (60% convenience, 85% general), pointing at loyalty to specific FSEs as a risk mitigation strategy. Conclusions: This study highlights a potentially higher burden of disease (psychological and social strain, reduced quality of life) among a subgroup of the food-allergic population (convenience sample), as reflected in their behaviors, attitudes, and risk perceptions towards meals prepared in FSEs. Nevertheless, both allergic groups expressed shared concerns and needs related to safety (e.g., ingredient disclosure for all menu items, prevention of allergen cross-contact, ability of an FSE to offer a safe meal, establishing clear communication processes for allergy-related information), which FSEs and regulators should consider when designing risk management strategies. Full article

Drawing on experience–satisfaction–loyalty, this study models how specific digital retail interface attributes translate into behavioural outcomes. Survey data from Portuguese online shoppers were analysed with PLS-SEM to test a formative–reflective framework linking Interactivity and Technologies, Trust–Security–Privacy, Fulfilment and Service Quality, Usability and Web Design, Personalisation and Customisation and Omnichannel Integration to customer experience (CX), customer satisfaction (CS), customer loyalty (CL) and electronic word of mouth (eWOM). The model explains 62.6% of CX, 70.1% of CS and 66.7% of CL. CX is strongly associated with CS and CS, in turn, with CL; associations with eWOM are non-significant, revealing a theoretical blind spot around advocacy. Interactivity and Technologies, Trust–Security–Privacy and Fulfilment and Service Quality emerge as the most significant antecedents of CX, whereas Omnichannel Integration is inert. The findings advance digital commerce theory by decoupling advocacy from evaluative satisfaction and by reconceptualising integration as multidimensional. Practically, they prioritise investment in interactive, secure and fulfilment capabilities while signalling that loyalty is not associated with advocacy. This study concludes by outlining measurement refinements and longitudinal avenues to capture social–motivational drivers of eWOM. Full article

This study explores how AI chatbot experiences on travel websites influence consumer engagement, with satisfaction from using AI chatbots as a mediating factor. Grounded in the Stimulus-Organism-Response (S-O-R) framework, the research shifts the focus from utilitarian models to examine how chatbot attributes—e.g., ease of use, information quality, security, anthropomorphism, and omnipresence—affect satisfaction of using AI chatbots and subsequent consumer engagement behaviours. Survey data from 519 Portuguese travellers were analysed using partial least squares structural equation modelling (PLS-SEM). The study contributes to theory by (1) demonstrating S-O-R’s advantages over utilitarian models in capturing relational and emotional dimensions of AI interactions, (2) identifying satisfaction with using AI chatbots as a pivotal mediator between AI chatbot experience and consumer engagement, and (3) revealing generational disparities in drivers of engagement. Notably, satisfaction strongly influences engagement for Generation X, while direct experience matters more for Generation Z. Millennials exhibit a distinct preference for hybrid human–AI service handoffs. The practical implications include prioritizing natural language processing for ease of use, implementing generational customization (e.g., gamification for Gen Z, reliability assurances for Gen X), and ensuring seamless human escalation for Millennials. These insights equip travel businesses to design AI chatbots that foster long-term loyalty and competitive differentiation. Full article