Search Results (119)

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

Plant-based products are gaining increasing popularity, making a vegetarian diet a fundamental part of nutrition among many social groups. The aim of this study was to assess the quality of selected vegetarian products available on the Polish market and their homemade counterparts. Additionally, consumer preferences and dietary behaviors regarding vegetarian diets and products available on the Polish market were analyzed. The consumer evaluation of the intensity of selected sensory attributes using the five-point scale method showed that, among the hummus samples, the natural hummus received the highest rating among all the tested products. In the falafel group, the homemade falafel received the highest scores. The consumer preference assessment using the ranking method, which considered the taste of the products, indicated that traditional hummus received the highest scores. In the falafel group, the highest number of points was awarded to the homemade falafel and the chickpea–spelt falafel. The majority of respondents declared that the taste of the tested products was a very important quality determinant. The choice of plant-based products made by consumers primarily depends on individual dietary preferences. The key determinant influencing consumers when selecting plant-based products is taste, which plays a crucial role in their decision to repurchase. Full article

The popularity of social media has provided great convenience for firms to conduct online referral marketing by using referral reward programs. We contribute to the existing works by examining the profitability of the two referral reward programs, namely reward in cash and reward in discount coupons, and measuring the instant product sales and the informative utility output from consumer referrals. We established two-period optimization models and found that referral reward programs are effective only if the unit referral cost of customers is low and if the repurchase rate of consumers is high enough. To redeem the reward instantly or not (in cash or discount coupon) interacts with the pricing strategy: the cash reward is fixed in combination with a high price followed by a low price strategy, and the coupon reward is fixed in combination with a low price followed by a high price strategy. With the increase in the unit referral cost, a firm will be more inclined to use the joint strategy of coupon reward and a low price followed by a high price strategy. Under the conditions that the referral reward program is ineffective, the pricing strategy with a high price followed by a low price is optimal. Full article

Using eye-tracking technology, the proposed study investigates how customers visually evaluate apples varieties and apple defects and how these evaluations affect their purchasing decisions. Three aspects were examined in this study: apple variety, defect severity, and cultural background. Idared, Golden Delicious Yellow, and Golden Delicious Green apple varieties with increasing degrees of bruising were shown to Chinese and Hungarian participants. The findings show that apple variety had no significant effect on gaze patterns, whereas cultural background had a considerable impact on visual attention measures. The most important element in grabbing and retaining customer attention was the severity of the defect, which was measured by area. The “Threshold of Rejection”, which characterizes consumer tolerance for Apple defects, is introduced in the study. Furthermore, a polynomial regression model was created to predict the probability of repurchasing an apple depending on its visual quality (level of bruising). These results provide useful information for marketing plans, quality assurance, and comprehending customer behavior in the fresh produce sector. 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

We examine the key drivers behind management decisions on share repurchase from various theoretical perspectives, including the free cash flow theory and the signaling theory/hypothesis. Specifically, we investigate the relationship between share repurchase and three key drivers: surplus cash, undervaluation, and leverage, along with several control variables. Using a sample of UK-listed non-financial companies from 2012 to 2022, we apply logistic regression, standard OLS regression, and Tobit regression to identify the factors influencing share repurchase. Our findings reveal that firms repurchase shares to distribute cash to shareholders with surplus cash and Surplus investing cash flow. This study also finds that undervalued smaller firms with lower market-to-book ratios and lower leverage are more likely to repurchase shares. Our study highlights the key factors motivating companies’ share repurchases, such as undervaluation, surplus cash, and leverage, examined from various theoretical perspectives, including the free cash flow theory and signaling theory. Focusing on the UK context, as well as adding a new angle in regard to applying logistic regression, standard OLS regression, and Tobit regression in combination, this research contributes to the existing body of knowledge in corporate finance. The outcome of the study has plausible implications for financial managers and investors in selecting stocks. Its practical implications will help investors gain a better understanding of the factors and forces influencing share repurchase decisions. Full article

We empirically advocate for UK regulators to increase the volume limit of 15% outstanding shares on open market repurchases. Our main framework initially tests the determinants of share repurchases based on their size, Small, Medium and Large. The findings reveal that consistent with extant literature, the payout is primarily determined by its capability of distributing excess cash to shareholders and signaling undervaluation. We then check the viability of increasing the volume limit by testing new levels at 2.50% increments, up to 30%. The results indicate that any increase does not broadly change the determinants’ relationship with the payout, rather increased efficiency is realized at every interval, with the 20% and 30% levels being the most favorable. Full article