Search Results (83)

This study integrates Expectation–Confirmation Theory (ECT) and the existing literature on service failure to propose a novel service gaps model. This model categorizes service gaps into three dimensions: Gap 1—the service delivery system gap; Gap 2—the customer needs and requests gap; and Gap 3—the unprompted and unsolicited service behaviors gap. This study examines the effects of these service gaps and recovery satisfaction on repurchase intention, as well as the moderating role of service recovery in the relationship between recovery satisfaction and repurchase intention. Based on the findings, this study offers practical recommendations to address service gaps, enhance recovery satisfaction, and ultimately improve customers’ repurchase intentions in the restaurant industry. Full article

Online travel agencies (OTAs) function as e-commerce platforms that facilitate transactions between accommodation providers and consumers, enabling users to efficiently search for, compare, and book travel and lodging services. As the number of OTAs continues to grow, delivering superior service quality has become essential for increasing customer repurchase intentions. Despite its significance, existing research has primarily focused on factors such as website quality, pricing strategies, brand image, and perceived value as determinants of repurchase intention. However, relatively little attention has been paid to the alignment between online information disclosure and customers’ actual offline experiences. To address this gap, the present study introduces the concept of the information disclosure gap and examines its effects on search cost, customer satisfaction, and trust, as well as the subsequent influence of these variables on repurchase intention. A questionnaire-based survey method was conducted with individuals in Taiwan who had prior experience using OTAs, yielding 365 valid responses. This study offers practical insights and recommendations for both OTAs and accommodation providers aimed at reducing the information disclosure gap and strengthening customer repurchase intention. Full article

Background/Objectives: Beef is a significant dietary component, and the concept of food quality is inherently complex and multidimensional. This study addresses this complexity within the context of beef products by examining four key attributes: price fairness, freshness, portion size, and packaging. It further investigates the structural relationships among food quality, consumer trust, and revisit intention, with particular attention to the moderating role of price fairness in the link between trust and revisit intention. Methods: Data were collected through an online survey administered via the Clickworker platform, targeting 415 U.S. consumers selected for their cultural relevance and substantial beef consumption. Structural equation modeling using maximum likelihood estimation was employed to test the hypotheses, and Hayes’ process model 15 was applied to assess the moderating effects. Results: The results show that consumer trust is positively influenced by all four quality attributes, and that freshness, portion size, packaging, and trust are positively associated with revisit and repurchase intentions. Moreover, price fairness demonstrated a significant moderating effect, framed within the heuristic decision-making perspective. Conclusions: This study contributes to the literature by shedding light on the determinants of consumer trust and repeat purchasing behavior in beef consumption. It underscores the heuristic role of price fairness and the interplay between perceived quality attributes and trust, offering practical insights for businesses seeking to enhance consumer perception and foster brand loyalty. However, this work is limited to the selection of the sample. Full article

Cosmetics companies are increasingly integrating augmented reality and artificial intelligence technologies into products and services referred to as beauty tech; consumer perceptions of these solutions, however, remain understudied. Data generated via an online survey are implemented in a stimulus–organism–response framework, deduced from the beauty tech literature. Thereupon, the study identifies how interactivity, informativeness, personalization, and service quality of digital and physical beauty tech solutions for home use affect utilitarian and hedonistic values and the perceived risk factors among consumers. Via customer satisfaction, the effect of the value perception on the purchase intention and loyalty is considered. Results hint at strong effects of characteristics of the services and applications on the utilitarian and the hedonistic dimension of customer experience, which in turn strongly influence customer satisfaction. Perceived risk factors play only a marginal role. Only regarding the tested physical product does higher service quality add to the customer experience. Customer satisfaction in turn results in positive brand perception across different stages of the customer journey and leads to a higher purchase intention, positive brand advocacy, and a higher re-purchase intention. Consequently, well-designed solutions can generate higher customer satisfaction and loyalty on multiple stages along the customer journey. Full article

This study investigated Generation Z’s repurchase intention in social commerce environments by integrating three theoretical frameworks: the unified theory of acceptance and use of technology, signaling theory, and herding behavior. The research addressed critical gaps in understanding continued engagement behaviors of digitally native consumers in socially embedded commerce platforms. Data were collected from 542 Generation Z consumers using a structured questionnaire, and relationships were tested using partial least squares structural equation modeling. Results demonstrated that all UTAUT factors significantly influenced repurchase intention. Return policy leniency, as a quality signal, positively impacted repurchase intention both directly and indirectly through enhanced online trust. Fear of missing out demonstrated significant direct effects on repurchase intention and operated indirectly through imitative behaviors. This research advances the theoretical understanding of Generation Z’s continued engagement with social commerce by validating an integrated framework that simultaneously accounts for technological, informational, and social-psychological dimensions. The findings provide practical guidance for social commerce platforms seeking to enhance Generation Z’s loyalty through balanced strategies addressing functional performance, trust-building signals, and social validation mechanisms. Full article

Programmatic buying has attracted growing interest from manufacturers and has become a driving force behind the growth of digital advertising. Among various formats, mobile advertisements (ads) have emerged as a preferred choice over traditional ones due to their advanced automation, adaptability, and cost-effectiveness. Despite their increasing adoption, academic research on mobile ads remains relatively limited. Unlike conventional statistical analysis techniques, the proposed feature selection methods eliminate the need for assumptions related to data properties such as independence, normal distribution, and constant variance in regression. Additionally, feature selection techniques have recently gained traction in big data analysis, addressing the limitations inherent in traditional statistical approaches. Consequently, this study aims to determine the key success factors of mobile ads in fostering customer loyalty, offering advertisers valuable insights for optimizing mobile ad design. This study begins by identifying potential factors influencing mobile advertising effectiveness. Then, it applies Support Vector Machine Recursive Feature Elimination (SVM-RFE), correlation-based selection, and consistency-based selection methods to determine the key drivers of customer retention. The findings reveal that “Price” and “Preference” are the most significant contributors to enhancing repurchase intention. Moreover, factors such as “Language”, “Perceived Usefulness”, “Interest”, “Mobile Device”, and “Informativeness” are also essential in maximizing the effectiveness of mobile advertising. Full article

With the rapid development of e-commerce live streaming, streamers play a crucial role in consumers’ shopping experience and decision-making. In this context, humor has gradually attracted widespread attention in the field of marketing as a communication strategy to enhance interaction between streamers and consumers. According to social exchange theory, this study specifically explores the differing impacts of e-commerce streamers’ humor styles on relationship quality, as well as the positive effect of relationship quality on consumers’ repurchase intention. Data were collected via an online survey with 519 valid responses, and structural equation modeling (SEM) was conducted using AMOS. The results reveal that affiliative humor significantly enhances consumers’ trust (β = 0.22, p < 0.001), which positively affects satisfaction and commitment, ultimately increasing repurchase intention. In contrast, aggressive humor undermines trust (β = −0.63, p < 0.001), leading to lower repurchase intention. This study provides theoretical support for e-commerce streamers to enhance consumers’ repurchase intentions by increasing the use of affiliative humor and reducing the use of aggressive humor. Full article

The objective of this study is to explore the relationships among four key attributes—nutritional value, attitude, repurchase intention, and price fairness—in the context of the cereal product market. Additionally, the research investigates the moderating effect of price fairness on the relationship between nutritional value and consumer attitude using the low involvement theory as a theoretical underpinning. The study utilized the Clickworker platform to recruit 414 survey participants using an online survey, whose responses were analyzed using Hayes’ Process Macro Model 7. The findings reveal that nutritional value positively affects both consumer attitude and repurchase intention. Moreover, a significant positive relationship between attitude and repurchase intention was found. Importantly, price fairness was found to significantly moderate the relationship between nutritional value and consumer attitude, highlighting the role of perceived fairness in shaping consumer behavior. This research contributes to the literature by examining these relationships in the specific context of cereal products. Full article

This study investigates the effects of information disclosure on consumer acceptance of organic and conventional rice, focusing on sensory experiences and repurchase intentions. Two randomized controlled trials were conducted with 211 university staff members to examine how farming practice information, package design, and producer information influence taste perception and willingness to eat rice again. In the first trial, disclosure of organic farming information significantly improved both taste perception and willingness to eat organic rice again. The proportion of participants preferring organic rice taste increased from 31.8% to 44.8%, while willingness to eat organic rice again rose from 16.4% to 34.4% with information disclosure. The second trial, focusing on conventional rice, revealed that while package design and producer information did not significantly affect taste perception, they positively influenced repurchase intentions. Willingness to eat rice in a designed package again increased from 17.3% to 29.4% when producer information was disclosed. Across both trials, a strong relationship between taste evaluation and willingness to eat again was observed. Individual attributes, such as being particular about food, showed complex relationships with rice evaluation. Notably, environmental awareness, despite being prevalent among respondents, had limited effect on organic rice evaluation. These findings have important implications for organic rice marketing strategies and the promotion of sustainable agricultural practices. They suggest that providing clear information about organic farming practices could enhance consumer acceptance and potentially increase market share for organic rice. For conventional rice producers, results highlight the importance of package design and producer information in influencing repurchase intentions. Full article

This study focuses on the quality of beauty product reviews as online information, aiming to determine their impact on encouraging continued product purchases by users and to explore the simultaneous ripple effects. This study derived a total of 9 hypotheses, examining the relationship between online review information quality, product purchase, and influencers who create reviews, using the expectation confirmation model and the quality–value–satisfaction–loyalty mechanism. Simultaneously, this study sought to examine the process by which the formation of trust in influencers impacts the intention to purchase other products they recommend. The research results indicate that online review quality positively influences perceived value, satisfaction, and repurchase intention when the expectations for a product match reality. Furthermore, both the confirmation of online reviews and satisfaction with the product facilitate the transition from online to offline and back, which in turn generates ripple effects. The results of this study not only add clarity to the interrelationship between online and offline contexts but also provide implications for businesses in formulating strategies to leverage influencers for product sales. Full article

The COVID-19 pandemic changed people’s dining habits and led to the rapid rise of food delivery platforms. Ordering food online and picking it up offline has become an essential dining habit. We applied the stimulus–organism–response model and constructed a model based on factors influencing consumers’ continuous use intention from three aspects: store product quality, delivery personnel quality, and delivery platform quality. Through snowball sampling, 321 questionnaires were distributed and collected from consumers who used food delivery platforms in Taiwan. All effective questionnaires were analyzed by structural equation modeling with SPSS 18 and Amos 21. The results showed that (1) the S-O-R theory explained consumer behavior effectively. (2) Store product quality influenced store repurchase intention. (3) Delivery personnel quality and platform quality influenced a platform’s continuous usage. (4) Product quality and delivery personnel quality were key factors that influenced store repurchase intention. (5) Platform quality was an important factor that affected platform usage. Finally, recommendations were proposed based on the research findings as a reference for relevant operators in the food delivery platform industry and future researchers. Full article

Driven by the increase in mobile applications, this study tests a conceptual model which links antecedents of Food delivery applications (FDApps) and their effect on electronic trust (eTrust) and electronic loyalty (eLoyal). By adopting a quantitative approach, we employed a self-administered questionnaire distributed among 501 regular users of FDApps. Partial least squares path modeling was used to test seven hypotheses including direct, moderating, and mediating effects. The findings reveal that eTrust significantly contributes to fostering eLoyal. Additionally, eTrust mediates the relationships between electronic privacy (ePriv), electronic security (eSec), electronic payment (ePay), usability (ULY), electronic innovativeness (eInnov), and eLoyal. Moreover, reputation (RTN) has a positive moderating effect on the relationship between eTrust and eLoyal. The research explores the core elements linked to FDApps, with the goal of improving their business and marketing strategies while increasing consumer satisfaction, thereby boosting repurchase intentions. Therefore, it provides FDApps with insights on the required elements linked to a higher eLoyal. Full article

This study investigated the impact of consumer values and attitudes to consuming plant-based alternatives (PBAs), using the value–attitude–behavior framework. The research model and hypotheses were tested using a two-step approach to structural equation modeling on 392 responses collected from PBA consumers through a research company in Korea in November 2023. The results indicated that environmental consciousness and health consciousness significantly affected attitudes toward PBAs. Also, positive attitudes toward PBAs were critical for the formation of repurchase intentions for PBAs and PBA restaurant visit behavior. Our study contributes to both academics and PBA practitioners by showing how consumer values are associated with attitudes, PBAs repurchase intentions, and PBAs restaurant visits. Full article

This study explores the impact of social media marketing activities and ESG green brand involvement on the repurchase intention of green products among members of Taiwan’s green product social media groups. Using the Theory of Reasoned Action, the study employs a quantitative approach, collecting data through an online survey from 438 valid responses. Structural equation modeling (SEM) was applied to analyze the relationships between social media marketing activities (independent variable), green values, environmental concerns, brand image, and brand involvement (mediating variables), and repurchase intention (dependent variable). The findings reveal that social media marketing activities significantly enhance green values, environmental concerns, and brand image, which positively influence brand involvement. Brand involvement significantly mediates the relationship between green values, environmental concerns, brand image, and repurchase intention. This confirms that effective social media marketing can strengthen consumer loyalty and repurchase intentions for green products. The study suggests that companies should integrate green values, environmental concerns, and brand image into their social media marketing strategies to enhance consumer engagement and repurchase intentions. Leveraging social media influencers and interactive content can effectively promote green products and foster a culture of sustainability, creating a win–win situation for companies, consumers, and the environment. This research contributes to the literature by highlighting the mediating roles of green values, environmental concerns, and brand involvement in social media marketing for green products. It provides practical insights for companies aiming to enhance green product repurchase intentions through targeted social media strategies and ESG initiatives, illustrating the strategic use of social media marketing to boost consumer loyalty and sustainable consumption. Full article

According to stakeholder theory, consumers are likely to become the main stakeholders of businesses, and promoting their health is an essential element for building a better reputation in the market. The aim of this work was to investigate the relationships among psychological risk, brand trust, and repurchase intentions. Moreover, the market has been more interested in the environmental implementation of business, and this is not exceptional to the beverage market. Considering such importance, another purpose of this study was to examine the moderating effect of eco-friendly packaging on the relationship between psychological risk and brand trust. This research mainly involved surveys. The survey participants had experience with the bottled water brand Dasani. Survey participants were recruited using a clickworker platform service. To test the research hypotheses, the Hayes process macro model 7 was employed. The results reveal that psychological risk negatively affects brand trust, while brand trust has a positive effect on repurchase intention. Moreover, eco-friendly packaging significantly moderates the impact of psychological risk on brand trust. This work elucidates the literature by identifying the associations among four attributes: psychological risk, brand trust, repurchase intention, and eco-friendly packaging. Full article