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Repurchase Intention (repurchase + intention)

Distribution by Scientific Domains
Business, Economics, Finance and Accounting100%

Selected Abstracts

Exploring Chinese consumer repurchasing intention for services: An empirical investigation

JOURNAL OF CONSUMER BEHAVIOUR, Issue 6 2008
LI Dongjin
With the increasingly tough competition, companies are trying to keep existing customers as well as expand the market base in China, which implies that understanding the Chinese consumer repurchasing intention has become one of the important issues. Consumer repurchase intention is an important indicator to predict repurchase behavior. The aim of this paper is to understand the factors that influence consumer repurchase intention in China. Specifically, this paper explores the relationship between perceived values, customer satisfaction, switching costs, purchase interval, and repurchase intention in China with Structural Equation Modeling. The empirical study finds that perceived value, customer satisfaction, and switching costs are positively related to the repurchase intention while purchase interval does not have significant influence on the repurchase intention. In addition, the perceived value is positively related to the customer satisfaction and there is no significant relationship between switching costs and customer satisfaction. Copyright © 2008 John Wiley & Sons, Ltd. [source]

The electronic service quality model: The moderating effect of customer self-efficacy

PSYCHOLOGY & MARKETING, Issue 7 2008
Youjae Yi
The research in the area has largely ignored the moderating effects of the customer trait, self-efficacy, on the electronic service quality model. This study examines the degree to which electronic service quality dimensions influence overall service quality, which in turn affects customer satisfaction and loyalty. On the basis of self-efficacy theory, this paper argues that outcome quality is the most important predictor of overall quality, whereas environment quality is the least important predictor of overall quality, particularly when self-efficacy is high. Additionally, the paper demonstrates that self-efficacy strengthens the link between customer satisfaction and both repurchase intention and word of mouth. Data collected from 162 participants provide support for most of these hypotheses. © 2008 Wiley Periodicals, Inc. [source]

Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters

PSYCHOLOGY & MARKETING, Issue 10 2002
Veronica Liljander
The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood effects on service satisfaction. Because of the interpersonal nature of services, the behavior of the service personnel is of utmost importance for overall service satisfaction. This article extends previous research by investigating the impact of customers' reported preconsumption mood on the evaluation of three service behaviors, proposed by Winsted (2000) in her seminal study. The findings support the existence of three service behavioral dimensions, namely, concern, congeniality and uncivility, and show that mood valence influences these behaviors as well as encounter satisfaction. Furthermore, the study demonstrates the importance of past service experiences for customers' responses, especially their repurchase intentions. Future research directions regarding mood effects in services are also discussed. © 2002 Wiley Periodicals, Inc. [source]

Customer familiarity and its effects on satisfaction and behavioral intentions

PSYCHOLOGY & MARKETING, Issue 10 2002
Magnus SöderlundArticle first published online: 5 SEP 200
When customer familiarity increases, customer expertise is likely to increase. Although expertise is known to affect information processing in several ways, few studies have examined the effects of familiarity on customers' evaluations and behavioral intentions. In this study, it was found that a high level of prepurchase familiarity was associated with more extreme (i.e., more polarized) postpurchase responses in customer satisfaction, repurchase intentions, and word-of-mouth intentions compared to a low prepurchase level of familiarity. More specifically, when service performance was high, high-familiarity customers expressed a higher level of satisfaction and behavioral intentions than did less familiar customers. On the other hand, when performance was low, high-familiarity customers expressed lower levels of satisfaction and behavioral intentions than did low-familiarity customers. © 2002 Wiley Periodicals, Inc. [source]