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For more than 20 years, the consumer–brand relationship (CBR) subfield has flourished with scores of constructs being employed. We provide an epistemological examination of its 14 most commonly measured relational constructs (e.g. Brand Love, Self-Brand Connection) collected from 767 research articles, reflecting 1,753 scales and approximately 9,200 items. We demonstrate that constructs overlap an average of 43% across all journals and 21% in top journals due to assessing highly similar or synonymous ideas (i.e. jangle). We use a combination of text and cluster analyses to show that measures of allegedly the same construct are polysemic, having an average of 5.3 different meanings (i.e. jingle). The results document in the CBR subfield the types of measurement inconsistencies and ambiguities that have sown confusion and frustration in other academic fields. We discuss the roots of these problems and offer recommendations aimed at helping scholars to improve measurement practices and to limit the presence of jingle and jangle in the CBR subfield. [ABSTRACT FROM AUTHOR]

By applying institutional theory in retail and COVID-19 settings, this paper investigates the impact of legitimacy dimensions on customer loyalty, considering the moderating effect of the perceived COVID-19 threat. The data collected by a consumer survey in Japan and Croatia were analysed using Structural Equation Modelling. The results from both samples reveal that moral and cognitive legitimacy are critical loyalty drivers. The perceived COVID-19 threat moderated the relationship between cognitive legitimacy and loyalty. The study also reveals some differences between the countries. The impact of pragmatic legitimacy is significant only in Croatia, while perceived threat negatively moderates the relationship between moral legitimacy and loyalty only in Japan. The study provides recommendations for managers on how to gain loyalty through actions supporting legitimacy. [ABSTRACT FROM AUTHOR]

Issues of diversity and inclusion increasingly influence the purchasing process and brand loyalty of new generations of customers. Additionally, scholars and policymakers are calling for a more inclusive society and advocating for the integration of people with disabilities. However, there is a lack of research investigating these issues from a marketing perspective. Using a strategy of inquiry regarding in-depth multiple case studies from different players of the toy industry, this paper highlights how to set marketing strategies that develop and communicate new offerings by promoting both Marketing and Social Value and fostering the social inclusion of children with a disability. The proposed model contributes to the emerging literature of Inclusive Marketing and will help marketers implement a socially inclusive approach. [ABSTRACT FROM AUTHOR]

The Net Promoter Score (NPS) is a popular metric for measuring customer loyalty and is claimed by Reichheld to predict a company's growth. However, various academic studies provide controversial results regarding its reliability and prediction powers. This study analyzes how respondents answer the likelihood-to-recommend (LTR) question in different predescribed and validated situations. One thousand participants are presented with situation descriptions that consist of previous and recent experiences with a bank and are asked how they would respond to the LTR question after such an experience. The results indicate that respondents do not always give a high score for good experiences, and a low score for bad experiences. However, with a high number of respondents, the different answering approaches even out, and the NPS results are higher for good than for bad experiences. Additionally, we notice that whereas negative experiences are evaluated as low by all respondents, Generation X and Boomers tend to give lower scores for neutral and positive experiences. Those with lower income and basic education give lower scores for neutral experiences. The recent experience influences the customer's likelihood of recommending more than the previous experiences with the company. [ABSTRACT FROM AUTHOR]

The Net Promoter Score (NPS) is a widely used measure of customer loyalty. It was touted as "the one number you need to grow" due to a purported relationship between the NPS and firm growth. A number of academic papers have examined this macro relationship with decidedly mixed results. In this study, we focus on the micro relationship between a customer's loyalty segment (Promoter, Passive, or Detractor) and purchasing behavior. While other studies focus on the relationship between a customer's NPS segment and word of mouth (the other driver of firm growth), only a few have examined the impact of the NPS segment on consumer retention and future spending. Unlike prior studies using consumers, we have objective measures of retention, past spending, and future spending. We explore three important research questions: (1) Does past purchase behavior vary differ across the NPS segments? (2) Does future consumer behavior vary across the NPS segments? And (3) How do the NPS segments compare to other metrics in predicting future consumer behavior? Our data comes from post-visit surveys and transaction histories from the casino gaming industry. We find Promoters have significantly higher levels of past spending, retention, and future spending (controlling for past spending) than Detractors. However, using other metrics such as satisfaction or likelihood-to-revisit provides comparable fit to the data. Furthermore, the average difference in future spending between the Promoters and Defectors is small, despite its statistical significance. While this study provides empirical validation of the use of the NPS segments to capture differences in consumer behavior, managers have options with comparable explanatory power to measure the state of their relationships with customers. This study adds to the very limited empirical research that validates the assumptions about consumer behavior that underlie the use of the NPS for predicting firm growth. [ABSTRACT FROM AUTHOR]

This article analyzes the connection between gamification and business success, focusing on customer retention, new customer acquisition, and transforming user perceptions. Based on a qualitative comparative analysis of 40 high-profile gamification projects, it shows that a combination of three key features—virtualization, social comparison, and tangible rewards—explain the various pathways to success. Each pathway requires the presence—and sometimes absence—of different design features, and firms do best when they focus on one or two objectives rather than all three at once. The article presents a framework for designing and implementing gamification more strategically and effectively, noting the ethical questions that arise. [ABSTRACT FROM AUTHOR]

Although digitalization is a prevalent strategy in reward programs, a minimal amount is known regarding the relationship between reward app usage and reward redemption behaviors. The enhanced availability and accessibility of information via mobile app can alter customers' reward-redemption patterns and engagement level, highlighting the need for firms to adjust their reward-based service strategies. Using unique datasets that reflect individual consumers' transactional and reward redemption behaviors, we conducted a series of analyses to capture the dynamics in the latent engagement state transitions of customers according to the type of reward program used. Results show that although reward app usage, on average, induces a more active engagement state, it polarizes the volatility of engagement state transitions. Furthermore, we find that greater volatility of engagement state transitions is significantly associated with a higher likelihood of churn. Finally, a follow-up survey and panel vector autoregression analyses are conducted to uncover the mechanisms that underlie the relationship. The results provide insights into how retailers can strategically design their reward programs in the emerging mobile-based omnichannel environment. [ABSTRACT FROM AUTHOR]

Department stores invest in loyalty strategies that largely focus on retaining current high value customers in response to increasing competition in retail shopping. In this study, we examine the contribution of the top 20% customers for transaction frequency and value ("heavy buyers") to the total sales, and the consistency of this contribution across departments within a store. We also investigate the heavy buyer stability over time across 3 years, from over 550 million transactions from a department store chain in East Asia. The results show that the Pareto ratio of the top 20% spenders account for 71% of revenue (and 52% of the total transactions), and the top 20% transactors represent 58% of revenue (and 62% of total transactions), which may signal the role of such heavy buyers to overall stores sales. At each department level, the heavy buyers (by value) contribute from 65% to 86% of the department revenue. Despite this, the stability of the top 20% segment over time varies greatly by department from 11% to 74%. Finally, whether high value customers in one department store also translate across departments, depends mainly on the department size in terms of its shopper penetration. The research furthers our knowledge on Pareto Law, with important implications for customer retention strategies and loyalty programs especially for retailers. [ABSTRACT FROM AUTHOR]

The success of plant-based beverages hinges not only on their inherent properties but also on an understanding of consumer behavior. Factors such as health conditions, sustainability awareness, and constant innovation drive consumer interest, while barriers like food neophobia and sensory attributes can deter consumption. To address these challenges, strategies such as nutrient complementation and customization of taste, color, and texture cater to individual preferences, expanding the appeal of plant-based beverages. Despite challenges, the plant-based beverage industry presents significant opportunities for growth, with consumer behavior playing a pivotal role in shaping this trend. This paper investigates the multifaceted factors influencing consumer behavior towards plant-based beverages, offering specific examples of motivations and barriers, drawing from a comprehensive analysis of available literature. The findings suggest that a consumer-centric approach, informed by a nuanced understanding of consumer behavior, is essential for the success of the plant-based beverage industry. By addressing consumer needs and preferences, companies can attract new customers and foster loyalty among existing ones, thereby capitalizing on the significant opportunities for growth within the plant-based beverage market. This paper highlights the implications of consumer behavior for industry stakeholders and underscores the importance of ongoing research and innovation in meeting evolving consumer demands. [ABSTRACT FROM AUTHOR]

This study investigates the crucial role of customer satisfaction in business success, emphasizing the need for enterprises to prioritize customer needs and desires to achieve long-term growth and repeat business. Utilizing a descriptive-survey research method, the study focuses on understanding the current satisfaction levels of customers with a company's service quality. The research sampled 100 customers from a population of 150 using Slovin's formula, ultimately analyzing 79 responses from those who had been customers for at least three years. The findings reveal that most respondents rated the company's service quality highly in areas such as reliability, assurance, tangibles, empathy, and responsiveness. However, there was notable dissatisfaction with the speed of service, product pricing, customer loyalty, and complaint resolution. A significant relationship between service quality and customer satisfaction was identified, with long payment processing times highlighted as a major issue. In response to these findings, the study recommends several strategies to enhance customer satisfaction: conducting training and workshops for employees to reinforce standard operating procedures, implementing an improved feedback management system, and introducing loyalty programs to boost repeat business. Additional recommendations include establishing a centralized customer service hotline, conducting regular evaluations of service speed, providing waiting areas for customers, offering monthly discount allowances, and increasing staff during peak and lean seasons. These measures aim to address the identified challenges and enhance the overall customer experience, ultimately contributing to the company's sustained success. [ABSTRACT FROM AUTHOR]

As the educational landscape changes throughout time and with circumstances that forced learning institutions to shift and implement different modalities, maximizing the use of technology in teaching and learning has become an approach to meet the demands of present educational system. This study aimed to investigate the quality of instruction of Computer System Servicing specialization utilizing a strategy called as Pentapartite Gap Analysis; specifically, identifying the issues of learning, utilizing the five key dimensions of the gap analysis which are knowledge, delivery, communication, perception, and service quality to evaluate the said specialization, and proposed an action plan to improve the quality of the specialization across selected public schools. Employing quantitative descriptive research design and utilizing data collection through structured surveys to students and teachers, the study yielded the following results: (1) the respondents perceived the issues faced by the school when first implementing the program in terms of facilities, teachers, and instructional materials; (2) the respondents perceived the extent of the school's capability in offering the specialized program to be at a great extent across various dimensions; and (3) there is a significant difference in the implementation of the said specialization of schools about the assessment of teachers and students. Lastly, there is an importance of an action plan in enhancing the implementation of the specialization program as it served as a strategic guide to strengthen its quality. [ABSTRACT FROM AUTHOR]

Background: This paper examines the economic implications of market segmentation on consumer purchasing behavior with a particular emphasis on intertemporal pricing strategies in dynamic markets. Methods: In order to analyze optimal discount rates and the timing for price reductions for consumer segments, including loyal and deal-prone customers, a detailed mathematical model was developed. The model incorporates theories of consumer behavior and pricing elasticity to simulate market responses to price changes throughout a product's lifecycle. Results: This research indicates that market segmentation enhances sales by targeting the distinct preferences of loyal consumers, who are less price-sensitive and who stabilize revenue streams, and deal-prone consumers, who respond to price reductions. Customizing pricing strategies for loyal consumers and deal-prone consumers increases sales volumes and optimizes profitability. Conclusions: This research improves our comprehension of market segmentation and dynamic pricing, providing a practical framework for businesses to create effective pricing strategies that can be promptly implemented. It emphasizes the significance of understanding consumer behavior and price sensitivity in the interest of revenue promotion. This study also emphasizes the social implications of equitable pricing practices, promoting the implementation of transparent and value-based strategies to promote market inclusivity and consumer trust. [ABSTRACT FROM AUTHOR]

The South African government is experiencing a significant shortfall in tax revenue, and recent research has identified customer loyalty programmes (CLPs) as a potential revenue stream. Despite the popularity of these programmes, which are used by 73% of economically active South Africans, no tax is currently imposed on the rewards received by customers, resulting in the loss of much-needed tax revenue. This paper quantifies the tax revenue that could have been generated by South Africa's three most-used CLPs over a five-year period (2018–2022) to determine if a tax on CLP rewards is a viable revenue stream for the fiscus. The longitudinal instrumental case study employed demonstrates that the fiscus could have conservatively collected R1 140 753 042 in total tax revenue from the three CLPs if a tax had been imposed on CLP rewards, as proposed in this paper. This paper highlights the significant revenue potential of taxing CLP rewards, and it provides valuable insights for policymakers who seek to address the country's revenue challenges. The findings reveal the magnitude of potential contributions to tax revenue in the form of CLPs. Given the impetus behind CLPs, their exponential growth rate and their increasing importance as a marketing strategy, this paper proposes a re-evaluation by policymakers of the taxation of CLP rewards. [ABSTRACT FROM AUTHOR]

In 2020, during the early stages of the coronavirus pandemic, New Zealand's online food delivery (OFD) services saw a marked increase in popularity. New Zealand had received worldwide praise for their approach to fight Covid-19, and online businesses were important contributors, allowing the food service industry to remain viable in the face of severe restrictions. OFD research has found that the determinants of customer loyalty, such as consumer satisfaction, trust, and value are well established and largely depend on food quality, e-service quality, and OFD-service providers not being associated with COVID-19 transmission. The present study aims to fill a research gap and investigate new predictors such as OFD discomfort and proactive COVID-19 strategies, in addition to confirming well-established ones such as sociodemographic factors, perceived infection risk, perceived value, satisfaction, and trust. The Partial Least Square Structural Equation Modeling (PLS-SEM) analysis reveals that age is the only significant sociodemographic factor influencing pro-active COVID-19 strategies. While trust and perceived value are positively affected by consumers committed to proactively counteract Covid-19; satisfaction and ultimately loyalty, are positively affected by trust only. Best practice recommendations for marketing managers and OFD service providers are presented. [ABSTRACT FROM AUTHOR]

Purpose: With the competitive nature of golf club operations, understanding the loyalty formation process is crucial for maintaining a competitive edge. This study investigated the sequential developmental stages of consumer loyalty, progressing through cognitive, affective, and conative stages. Design/methodology/approach: The study conducted a survey targeting consumers who have experienced golf club services in the United States. This study operationalized reliability and trust as key indicators of the cognitive stage, hedonic motivation and social engagement as indicators of the affective stage, and loyalty as the indicator of the conative stage. Findings: Using structural equation modeling (SEM), this study found that reliability has a significantly positive influence on trust. Trust has a significantly positive influence on hedonic motivation and loyalty. Furthermore, hedonic motivation has a significantly positive influence on social engagement and loyalty. Originality/value: By integrating these findings within the Cognitive-Affective-Conative (CAC) framework, this study contributes to both the theoretical literature on consumer loyalty and provides practical insights for golf club management. [ABSTRACT FROM AUTHOR]

The aim of this study is to explore and assess the significance of social media in terms of their impact on market performance indicators, including product development, market development, and consumer loyalty. This study utilized a sample of 279 companies operating in the HoReCa sector (Hotel, Restaurant, and Cafeteria) in Kosovo. To assess the impact of social networks on the gastronomy sector, a structural equation model was employed to analyse the collected data. Based on our research, the results indicate a positive relationship between social media and performance indicators. However, it is worth noting that the correlation between social media and performance indicators was not particularly strong. This study adds to the existing body of literature on digital marketing strategies from an academic standpoint, highlighting the positive outcomes derived from the influence of social media through performance indicators. From a practical standpoint, the findings of this research suggest that the gastronomy sector can benefit from investing in a comprehensive digital marketing strategy based on the insights gained. Given that many businesses within this sector have a clear requirement for digital marketing and the appropriate platform design, effective management of the HoReCa sector can enable the development of an effective social media strategy that amplifies the impact of performance indicators. Consequently, the paper begins with a theoretical explanation of the terms of digital marketing of social media, analysing the theoretical aspect of performance indicators such as product development, market development and customer loyalty. Then the paper continues with the hypotheses of the paper and presentation of the conceptual model. By giving the paper the practical part of the work, the distribution of the questionnaires and finally the analysis of the results. For clarification, in the paper we have relied on various literatures that have dealt with such variables and we have dealt with our case in Kosovo of these variables that we have called. This research study makes unique contributions to the existing literature on social media and performance indicators specifically within the gastronomy sector. The novelty of this study lies in its efforts to enhance the comprehension of social media's impact through performance indicators, ultimately leading to improved performance in gastronomy services. [ABSTRACT FROM AUTHOR]

Purpose: This article aims to systematically review the fragmented but increasingly relevant research field of customer retention management in subscription scenarios, proposing the subscriber retention management framework for retention management in subscription settings and directing future research. Design/methodology/approach: The authors systematically reviewed 1,295 articles to offer a comprehensive, unbiased overview on customer retention management in subscription-based services. From 122 selected articles, the authors conducted a descriptive analysis, conceptualized key insights into a novel framework and recognized research gaps. Findings: Among 122 articles, 111 focus on private customers across various service sectors, while lacking reflection on new digital industries, reactive retention and the corporate context. The conceptualization of results merges existing insights into seven dimensions, encompassing strategic and tactical aspects and the interplay of controllable and uncontrollable factors. The authors also outline 12 emerging research directions. Research limitations/implications: Given the extensive body of literature, the authors were unable to delve into detailed explanations. The findings are limited to management science research sourced from Scopus, adhering to a rigorous filtering process. Sub-domains, such as reactive or business-to-business retention management, remain somewhat provisional due to little results. Practical implications: A sustainable subscriber retention strategy hinges on: (1) integrating retention into business strategy, (2) adjusting acquisition and retention tactics to specific markets and (3) using a consistent retention marketing mix considering affective, calculative and habitual commitment factors. Originality/value: The authors contribute with a first systematic review of subscription-specific retention management in a rapidly growing area. This results in a novel framework that broadens the understanding of subscriber retention and identifies research gaps. [ABSTRACT FROM AUTHOR]

The aim of this study is to investigate the impact of e-service quality on customer loyalty with customer satisfaction as a mediator in the small and medium-sized business sector in Nigeria. The dimensions investigated in this study are reliability, web design, trust, empathy, convenience, and cultural inclusion. To the best of the researchers' knowledge, there has not been any research done on this subject investigating the above dimensions among Nigerian SMEs across various cultural groups. Therefore, this study fills this gap by investigating the impact of culture, web design, trust, empathy, convenience, and reliability on SMEs. A questionnaire was used for the purpose of the study to collect primary data. Four hundred and ninety-two responses were obtained from the respondents, who were age 20 and above. The survey was carried out online across the four major poles of Nigeria (east, west, north, and south) because of their varying and distinct cultural background. The data collected were analyzed using SPSS 28, Smart PLS 4 and AMOS 29 for descriptive analysis and structural equation modeling to test the research model. The results showed that the service quality dimensions have a positive significant impact on customer satisfaction and also show that customer loyalty is positively impacted by customer satisfaction. [ABSTRACT FROM AUTHOR]

The article "Transforming Products into Platforms: Unearthing New Avenues for Business Innovation" discusses the power and challenges of platform businesses, emphasizing the benefits of network effects and scalability. It explores methods for brands to add platform elements to their products, such as inviting third-party sellers or connecting customers. The article also highlights the importance of careful governance and clear rules when implementing platform strategies to ensure a positive customer experience. Additionally, it emphasizes the significance of leveraging platform opportunities in today's digital economy and offers insights on building and utilizing platforms effectively. [Extracted from the article]

The new challenge confronting leaders is investing in improving customer satisfaction or perceived innovativeness. The challenge also reflects the focus of leadership: to make operations more efficient and effective or invest in tomorrow's solutions? Intuitively, both are linked to the financial impact of the firm. In this article, the author explores the mechanisms "behind the scenes" driving perceived quality, and customer satisfaction on one side, and perceived innovativeness and relative attractiveness on the other side. Both routes are linked to customer loyalty, customer lifetime value, customer equity, and firm value. The findings underscore the importance of customer-centric innovation for market performance, suggesting that innovations must resonate with customer needs and expectations to foster market adoption and growth. The article advocates for the extension of this research into global contexts and digital transformation, highlighting the potential for these insights to inform strategi decision-making in an increasingly digitalized business environment. Bridging academic theory with practical application, the article offers a nuanced understanding of how innovation perceptions influence market outcomes. It suggests future research directions, including exploring strategies to enhance customer perception of innovation and leveraging these perceptions for competitive advantage. [ABSTRACT FROM AUTHOR]

The current research was carried out with the aim of identifying the components of satisfaction from service re-creation with an emphasis on brand loyalty in the banking industry and is in the scope of developmental research. A mixed method was used in this research. The statistical population in the qualitative section is the experts and managers of Iran’s banking industry, of which 15 people were selected in a non-random way. The statistical population in the quantitative part includes all customers of the Agricultural Bank in Tehran (unlimited population). Based on this, a sample of 384 people is selected using Morgan’s table. The main tool for data collection is a semi-structured in-depth interview and a researcher-made questionnaire. Qualitative data analysis was done with the method of data base theory using MAXQDA software and in the quantitative part with partial least squares method. Based on the paradigm model obtained in this research, the components related to service recovery satisfaction in six categories of causal factors (customer-oriented, brand image, communication, evaluation of correct performance and growth and development of services), background conditions (brand culture), central phenomenon (satisfaction with re-creation), strategies (organization strategy, marketing, and advertising), intervening conditions (customer anger and environmental factors) and consequences (brand loyalty, brand trust, customer satisfaction and profit increase) were identified. The results of the quantitative part of the research showed that the model proposed in this research is valid. Based on the obtained results, it can be concluded that the level of satisfaction and loyalty of banking customers can be improved by focusing on the components identified in relation to service regeneration. [ABSTRACT FROM AUTHOR]

Electronic banking including the provision of online banking and financial services, should benefit from efficient management in its online interactions because electronic banking needs to cover the needs and expectations of its customers in order to achieve greater profitability. The aim of this study was to reach a deeper understanding of the factors affecting electronic loyalty in the electronic banking of Maskan Bank. This applied research was carried out quantitatively and with a survey method. The statistical population of the research includes all electronic banking customers of Maskan Bank in Mashhad City, and the data was collected from a structured questionnaire with 384 customers in Razavi Khorasan Bank Maskan. The relationship between the investigated variables in each hypothesis was investigated based on a causal structure with the partial least squares PLS technique, and finally, the model was fitted based on the structural equations. The findings showed that marketing management of online interactions is effective on the electronic loyalty of Maskan Bank customers, and reasons such as value creation, customer perception, competitive advantage and superior services, security and trust, and application design are effective in marketing management of online interactions. Online marketing is also effective in electronic loyalty. [ABSTRACT FROM AUTHOR]

Purpose: Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed. Drawing on construal level and social identity theories, this paper aims to investigate whether effective journeys and the resulting overall journey experience are equally powerful in driving brand loyalty among customers with different levels of consumer-brand identification. Design/methodology/approach: The present article develops and tests a research model using data from the European and US service sectors (N = 1,454) to investigate how and when ECJD affects service brand loyalty. Findings: Across two cultural contexts, four service industries and 33 service brands, the results reveal that ECJD is a crucial driver of service brand loyalty for customers with low consumer-brand identification. Moreover, the findings show that different aspects of journey effectiveness positively impact the valence of customers' experience related to those journeys – a process that is ultimately decisive for their brand loyalty. Originality/value: This study is unique because it generates theoretical and practical knowledge by combining the literature streams of customer journey design, customer experience and branding. Furthermore, this work demonstrates that consumer-brand identification is a critical boundary condition to be considered in the relationship between ECJD and brand loyalty in services. [ABSTRACT FROM AUTHOR]

The integration of big data analytics in digital marketing has fundamentally transformed how organizations understand and influence consumer behavior. This systematic review explores the potential of big data to offer deep insights into consumer preferences and behaviors. The current literature on big data and consumer behavior showcases its potential in enhancing marketing and customer experiences. However, significant gaps exist, such as longitudinal studies on how continuous big data–driven personalization affects consumer trust and loyalty over time. Addressing these gaps will advance academic understanding and offer practical insights for optimizing marketing strategies and improving customer experiences ethically. Focusing on these areas will contribute to a holistic view of big data's responsible use in digital marketing. By utilizing large datasets, businesses can now tailor their marketing strategies to individual consumers, enhancing customer satisfaction and engagement. Adopting the PRISMA methodology, this review synthesizes recent literature to evaluate the benefits of big data in digital marketing. The research was conducted through a rigorous five‐stage process, encompassing the identification of key research questions, database searches, and the critical analysis of selected articles: (1) defining the initial topic, (2) developing the appropriate research questions, (3) identifying the necessary keywords, (4) identifying and searching databases, and finally (5) accessing and reading the articles. The databases that were searched were as follows: Scopus, Web of Science, Emerald Insight, Springer Link, and ScienceDirect. The articles that were selected were 19, in a total sum of 265 identified articles. The findings consolidate current knowledge on how big data analytics can optimize marketing strategies and consumer experiences. Ultimately, this review underscores the transformative potential of big data in digital marketing, highlighting its role in enhancing customer insights and driving more effective marketing strategies. [ABSTRACT FROM AUTHOR]

AbstractThis article, through developing a conceptual model, attempts to examine how influencer marketing impacts electronic word-of-mouth (EWOM), consumer E-brand experience, and E-brand loyalty, while considering the moderating influence of E-brand love. The study involved the collection and analysis of 310 questionnaires collected from online retail consumers in Iran. In this study, we employed exploratory and confirmatory factor analysis and path analysis techniques using a structural equation modeling approach. The research uniquely emphasizes the customer perspective, focusing not only on the outcomes but also on the processes and antecedents that drive E-brand loyalty. The results indicate that influencer marketing has positive influences on EWOM, E-brand experience, and E-brand loyalty. Furthermore, EWOM and E-brand experience exhibit positive effects on E-brand loyalty. Notably, E-brand love plays a moderating role in the relationships between influencer marketing and E-brand loyalty, as well as the relationships between E-brand experience and E-brand loyalty. It is worth mentioning that E-brand love does not moderate the relationship between EWOM and E-brand loyalty. The results help to further comprehend how influencer marketing can successfully improve loyalty in the online realm. However, it is crucial to consider ethical implications in fostering emotional bonds, as unethical practices in this regard can trigger negative outcomes, including "hate" and distrust, particularly across different cultures and contexts. This insight emphasizes the significance of emotional bonds in fostering brand loyalty and proposes that nurturing the link between influencer marketing and E-brand loyalty through brand love, favorable E-brand experiences, and EWOM can result in more robust and lasting connections with consumers. To cultivate E-brand loyalty and love, it’s vital to build trust with influencers, as ethical missteps can have severe repercussions. Hence, it’s important to approach this relationship with careful consideration and awareness. [ABSTRACT FROM AUTHOR]

The economic growth of Gorontalo City has had an impact on many entrepreneurs who invest in various fields, including the world of hotels. One way to maintain its existence is that hotel business players must be loyal to the customers. This study is to analyze the effect of service quality and hotel image on customer trust. The effects of service quality and hotel image on customer loyalty. The effects of customer trust on customer loyalty. Customer trust mediates the effects of service quality and hotel image on customer loyalty. The research population is guests who stay at hotels in the city of Gorontalo totaling 671 hotel guests with a research sample of 250 hotel guests. The analytical technique used is descriptive statistics so as to produce the average value (mean) of each indicator. The results showed that hotel customers in Gorontalo City strongly agree that service quality is formed by tangibles, reliability, responsiveness. [ABSTRACT FROM AUTHOR]

Thailand’s e-commerce industry has significantly improved in recent years, driven by widespread Internet access and smartphone adoption. The diverse online marketplace caters to the changing needs and preferences of Thai consumers. However, the impact of social media marketing on consumer purchase intention and loyalty to e-commerce sites has not received sufficient attention. This study focuses on online shopping platforms in Thailand to investigate the role of social media marketing in influencing consumer purchase intention and loyalty to e-commerce platforms. For this purpose, 400 online questionnaires were required for data collection and used for testing the hypothesis, based on the suitable statistics through the advanced statistical program. The findings indicated that demographic factors, consumer behavior, and social media engagement have significantly influenced consumer purchase intention. This research also highlighted implications for how e-commerce sites can enhance their marketing strategies and foster customer loyalty to their products. [ABSTRACT FROM AUTHOR]

This study aimed to examine the impact of customer relationship marketing on trust, word of mouth, and customer loyalty. It also sought to analyze the role of customer trust and word of mouth in mediating the influence of customer relationship marketing on customer loyalty at the Kenangan Coffee Shop in Malang City. The sample consisted of 140 customers of the Kenangan Coffee Shop in Malang City. Stratified random sampling was used to identify respondents. Structural Equation Modeling (SEM) was used to analyze data. The research results show that customer relationship marketing that focused on developing a service culture built customer trust at Kenangan Coffee Shop in Malang City. High levels of trust has the increases customer loyalty. By convincing others to choose a Kenangan Coffee Shop, word of mouth can also increase customer loyalty. Thus, this research further develops studies on customer loyalty, customer relationship marketing, and word of mouth. [ABSTRACT FROM AUTHOR]

Shanghai Disneyland is a successful theme park that combines Disney magic with Chinese culture. Effective marketing strategies are crucial to influencing customer behavior and cognition. The 7P framework is widely used in marketing campaigns, and customer lifestyles significantly shape preferences and decisions. This study explores the impact of Shanghai Disneyland’s marketing strategy and customer lifestyle on customer loyalty, using data collected from an online questionnaire and analyzed with SPSS. The results show that marketing strategies and lifestyles influence customer loyalty, providing valuable insights into the park’s marketing strategy. [ABSTRACT FROM AUTHOR]

Tea drinks have always been a consumer favorite beverage because of the variety of product types that appeal to a wide customer base. In recent years, with the continuous expansion of China’s beverage market, some brands are looking to expand into overseas markets. They determine the brand’s overseas development strategy by investigating the factors that impact consumer brand loyalty to identify the local target market and group. This study investigates the impact of demographic factors, consumer perception in 7ps, and consumer satisfaction on brand loyalty. An online questionnaire was used to survey Chinese tea drink consumers who lived in Bangkok for over a month. Four hundred valid data were selected and analyzed using SPSS software. The research results show that most consumers will have different degrees of consumer brand loyalty based on consumer perception of the 7ps and consumer satisfaction. Products incorporating cultural attributes were found to be more attractive to consumers. Each of these factors, demographic, consumer satisfaction, and consumer perception in 7ps, impact consumer brand loyalty. [ABSTRACT FROM AUTHOR]

The research objective is to analyze the relationship between relationship marketing (RM) and e-customer loyalty, which is mediated by e-customer satisfaction in the banking industry in Banjarmasin. The increasingly rapid challenges of the banking world require organizations to improve their efforts to provide world-class services in order to attract and retain loyal customers. RM is the key answer to retaining loyal customers. The research was conducted in Banjarmasin with a population of 200 conventional government bank customers using a simple random sampling technique. Data were obtained from interviews with customers using a questionnaire distributed via Google Forms, and data analysis techniques using SEM AMOS 24. The research results prove that RM which consists of trust, commitment, communication, and conflict handling has a positive and significant effect on e-customer loyalty through e-customer satisfaction. This means that to further increase customer satisfaction for them to be loyal, the repair company must be able to maintain good relationships by providing a good level of trust, commitment, communication, and resolve conflicts that occur. [ABSTRACT FROM AUTHOR]

AbstractThis study examines the impact of robotic gastronomic experiences (RGE) on customer emotional and functional value, delight, and loyalty in service robot restaurants. Using validated scales from prior research, a 5-point Likert scale survey was conducted with 302 participants via Amazon Mechanical Turk, targeting individuals with experience in such establishments. The analysis, performed with SmartPLS 4.0, utilized partial least squares-path modelling (PLS-PM) to test the hypothesized relationships. Results show that RGE, characterized by competence and coolness, positively affects emotional and functional values, which significantly influence delight and loyalty. Methodological measures were implemented to address common method variance (CMV), confirming the robustness of the findings. This research underscores the potential of service robots to enhance customer satisfaction and loyalty through efficient and engaging service delivery, providing valuable insights for integrating advanced robotics in the hospitality industry. [ABSTRACT FROM AUTHOR]

This study aims to analyze the influence of service quality, social value, emotional value, customer expectations, and perceived quality on perceived value, customer satisfaction, and customer loyalty at Dreezel Coffee in Bandung. Using a quantitative approach, this study involved 100 respondents selected through purposive and cluster sampling techniques. Primary data were collected using questionnaires, while secondary data were obtained from existing literature and previous research. Data analysis was conducted using descriptive statistical techniques and measurement model evaluation through construct validity and reliability. The results indicate that service quality significantly affects customer satisfaction and customer loyalty. Social value and emotional value of customers also have a positive impact on perceived value. Customer expectations and perceived quality are positively correlated with perceived value and customer satisfaction. Customer satisfaction significantly influences customer loyalty. The conclusion of this study is that factors such as service quality, social value, and emotional value play crucial roles in shaping customer satisfaction and loyalty. The implications of this study are that Dreezel Coffee needs to continuously improve service quality and create positive emotional and social value to maintain and enhance customer loyalty. [ABSTRACT FROM AUTHOR]

The study draws on relevant literature, observations, and interviews, revealing that efforts focused on positioning and customer engagement are often misunderstood as branding. UNIQLO, one of the world’s largest fashion apparel companies, integrates the entire process of clothing production, from planning and design to manufacturing, distribution, and retail. UNIQLO expanded its operations in Indonesia on February 13, 2013, and currently operates 65 stores across 25 cities in the country. This paper aims to explore how UNIQLO, a global fast-fashion retailer from Japan, drives its organizational success. UNIQLO is known for its high product quality, particularly through the introduction of its Heat Tech cold-weather underwear line, which is both affordable and suitable for warm climates. The company also continues to innovate through research and development to meet customer needs. UNIQLO's stores have a distinctive presence and strong market positioning. In 2014, the brand launched its mobile online store via a smartphone app, emphasizing customer satisfaction. This paper examines the key factors behind UNIQLO's organizational success. [ABSTRACT FROM AUTHOR]

The study aims to analyze the effect of price perception and taste on customer loyalty mediated by customer satisfaction at Mixue Ice Cream & Tea Sumur Batu. This research was conducted using the PLS-SEM method with the SmartPLS 4.0 program. The number of respondents used in this research were 100 respondents. The result of this research shows that price perception has positive and significant effect on customer satisfaction, taste has positive and significant effect on customer satisfaction, customer satisfaction has positive and significant effect on customer loyalty, price perception has positive and significant effect on customer loyalty, taste has positive and significant effect on customer loyalty, price perception has positive and not significant effect on customer loyalty mediated by customer satisfaction, taste has positive and significant effect on customer loyalty mediated by customer satisfaction. [ABSTRACT FROM AUTHOR]

Revisit intention is an interesting issue in the field of marketing and is important in the service industry because maintaining customer loyalty in the long term is the success key of a business. Measuring and predicting revisit intention is considered as one of the important indicators of the achievement of service companies. This study aims to investigate the effects of service quality on the revisit intention of patients to hospitals, as well as the mediating role of emotional satisfaction and patient trust on the relationship between service quality and revisit intention. The sample used in this study amounted to 200 respondents who were patients with non BPJS Health insurance who visited at least three times in 2021-2023. The sampling technique in this study used non probability sampling technique (purposive sampling). The method used in this study is Structural Equation Modeling (SEM) and using smart PLS 3.2.9 software. The findings of this study shows that service quality does not have a direct impact on revisit intention of non-BPJS Health patients, but rather an indirect impact through emotional satisfaction and patient trust. Emotional satisfaction mediates the relationship between service quality and revisit intention, while patient trust also plays a role. Based on the analysis of mediation influence, emotional satisfaction and patient trust play a role in full mediation (indirect-only). [ABSTRACT FROM AUTHOR]

Customer relationship management (CRM) describes the standards that a company adheres to when interacting with customers. This bibliometric analysis will draw the attention of researchers toward CRM. Since the COVID-19 pandemic, CRM has become a relevant topic for all marketers, whether online or offline. This study will also help to evaluate the relationships between various articles and the degree of cooperation among various authors, universities, and countries in the field of CRM studies to determine the sustainability and trending topics in various fields of CRM and CRM strategies on customers' purchase intentions over the period 2000 to 2022. Biblioshiny, a web-based tool for bibliometric analysis, was used in this study to analyze a sample of 828 papers pulled from the Scopus database and the Web of Science between 2000 and 2022 that contained the keywords "customer relationship management," "customer relationship management strategies" to identify the development and trending topics in customer relationships. The phrase "customer relationship management" is strongly connected to many other terms like "customer relationship management strategies," "CRM," "customer satisfaction," "e-CRM," "customer loyalty," and many more that have emerged as important subtopics in this discipline over the past 2 decades. This research will be also useful for new researchers to perform more research on CRM in many different fields also. [ABSTRACT FROM AUTHOR]

Keeping customers loyal is extremely important in services contexts. The overall purpose of this study is to stress the importance of building brand relationships and enhancing brand loyalty in contractual service contexts through customer satisfaction and customer-brand identification perspectives. This study tested a conceptual model using a cross-sectional sampling design to collect the appropriate data. 101 customers of pay TV services participated in this research. Results reveal that both satisfaction and customer-brand identification have a positive effect on loyalty. Customer satisfaction mediates the linkage between the two cognitive constructs of perceived quality and perceived price and brand loyalty, accordingly. Further, emotional value has a moderating effect on the relationship between satisfaction and brand loyalty, while the indirect effect of both perceived quality and perceived price on brand loyalty via customer satisfaction is stronger when emotional value is high. The findings provide researchers with important theoretical implications as they render a deep and integrative understanding of different antecedents of brand attitudinal loyalty in contractual service markets and contractual service providers with strategic directions to increase customer loyalty. Limitations and suggestions for future research in this area are also discussed. [ABSTRACT FROM AUTHOR]

The objective of this investigation is to ascertain the impact of digital content marketing and utilitarian on the decision to become a BRI customer through brand loyalty. BRI Unit Simpangan Depok consumers comprise the population of this investigation. The accidental sampling technique was employed to obtain a sample of 287 respondents for this study. With the assistance of SmartPLS, data analysis was conducted using SEM. The study's findings indicate that brand loyalty is influenced by digital content marketing. Nevertheless, the decision to become a customer is not influenced by digital content marketing, either directly or indirectly, through brand loyalty. Utilitarian influences the decision to become a customer and brand loyalty, but it does not influence the decision to become a customer through brand loyalty. In the interim, the decision to become a customer is not influenced by brand loyalty. To facilitate the process of acquiring customers and cultivating a sense of loyalty to the bank's products and services, BRI must prioritize website content so that consumers can rapidly access and make informed decisions. [ABSTRACT FROM AUTHOR]

Customer loyalty is critical for organizations to gain market share and maintain a sustained competitive advantage. However, no study has yet explored customer loyalty in online dating platforms. Perceived value theory suggests that perceived value is a key predictor of customer loyalty. Accordingly, this research constructed a conceptual model drawing on a multidimensional perspective of perceived value to explore customer loyalty in online dating platforms and investigated the mediating role of satisfaction. By quantitatively analyzing 352 customers who had experienced online dating platforms and utilizing structural equation modeling (SEM) to examine the relationships among propositions, the research demonstrated a strong positive correlation between perceived value, satisfaction, and loyalty, and a notable indirect impact on loyalty through satisfaction. In addition, the experiential value dimension of perceived benefits had the most positive and substantial influence on perceived value, while the perceived risk dimension of perceived sacrifice had the most negative and notable impact on perceived value. The results of the study provide designers, managers, and vendors of online dating platforms with valuable insights into customer behavior and practical recommendations for improvement, helping them to develop more effective strategies to enhance market competitiveness and ensure the sustainability of their platforms. [ABSTRACT FROM AUTHOR]

The study aims to fill literature gaps in the use of adaptive selling on social media platforms by observing consumer and sales force behavior in the consumer electronic market. The study's main objectives are framed to answer the following questions: How does adaptive selling influence consumer outcomes in consumer electronics? What are the effects of social media on consumer outcomes through adaptive selling? The unit of analysis was individual consumers who use consumer electronics, retailers' services and products offered through salespeople. The sample size of 400 consumers of electronic products was reached via electronic surveys. The questionnaire was adapted from literature to satisfy the quantitative nature of the study. This study found adaptive selling behavior of salespeople to be positively significant in predicting consumer outcomes. The outcomes of the study give statistical proof that social media use in sales has a positive impact on adaptive selling habits. The study also revealed a significant positive impact of consumer satisfaction on customer loyalty; this relationship is identified as critical in the consumer electronics retail market. This study is unique because it widens the understanding of social media use among salespeople in emerging markets. [ABSTRACT FROM AUTHOR]

Could a subtle shift in the language used by chatbots improve service interactions? This research suggests that a chatbot's use of interjections (e.g., "wow" and "hmm"), can shape consumer attitudes and behaviors. Four experiments demonstrate that consumers are more satisfied, more willing to purchase, and more likely to remain loyal when chatbots use interjections. The studies find support for a sequential mediation model where interjections increase anthropomorphism, which in-turn increases perceived listening and then impacts consumer responses. Consumers respond positively to interjections because they feel the chatbot is more human-like, and thus capable of attending to them and understanding their needs. This interjection effect holds across a range of consumer contexts and at different stages of the purchasing process. The findings shed light on why anthropomorphism has a positive effect in human-chatbot interactions, while providing a straightforward means of enhancing customer satisfaction, purchase intent, and loyalty. [ABSTRACT FROM AUTHOR]

Over the past five years, customer visits to restaurants have stagnated, while online deliveries have grown significantly. Many restaurants have adapted by adopting third-party food delivery services. However, online food delivery services (OFDSs) are underrepresented in the current retail literature. This study aims to address this gap by assessing the impact of service quality on consumers' satisfaction, loyalty, and intention to use food delivery services. Specifically, we investigated whether customers were more loyal to restaurants or online food delivery services (OFDSs). We recruited 475 respondents who had used online food delivery services. This study analyzed the data using partial least squares (PLS) modeling. Our findings showed that responsiveness did not influence either loyalty or satisfaction. This suggests that marketers and practitioners should focus on the other four SERVQUAL dimensions (tangibles, reliability, assurance, and empathy) to increase consumer loyalty and satisfaction, which can then lead to increased intention to reuse the service (repeat patronage). Our research yields valuable insights for marketers deploying the SERVQUAL dimensions in the context of online food delivery services. This paper makes several theoretical and managerial contributions to the literature on these issues. It provides key insights for marketers regarding the deployment of the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) as part of an online food-delivery service. [ABSTRACT FROM AUTHOR]

Purpose: Drawing upon a push-pull-mooring model and the literature on behavioral loyalty, this research aims to examine the underlying factors and mechanisms that influence switching intention in the context of professional sport in Japan. Design/methodology/approach: Using a two-wave survey design (pregame and postgame surveys), we collected data from 367 fans of a professional soccer team in Japan. Our data included three push factors (quality, satisfaction, and perceived value of the current favorite team), a pull factor (alternative team attractiveness), a mooring factor (team identification), and behavioral loyalty and switching intention to the alternative team. We used structural equation modeling to test our hypotheses. Findings: A mediation analysis revealed that perceived value of an individual's current favorite team was negatively associated with behavioral loyalty to an alternative team, whereas attractiveness of the alternative team was positively associated with behavioral loyalty, which, in turn, resulted in fans' switching intention. Latent moderated structural equation modeling further revealed the negative moderating effect of team identification with the current team on the relationship between behavioral loyalty and switching intention. Originality/value: The findings provide new evidence about the role of behavioral loyalty in understanding sport consumers' switching intention and highlight the importance of team identification that can foster a sustainable and long-term relationship between fans and their favorite sport teams. [ABSTRACT FROM AUTHOR]

The music education industry in Indonesia, especially in Jakarta, is growing rapidly as people's interest in music increases. However, the industry faces challenges in retaining customers and increasing their loyalty. This study aims to identify the factors that affect Customer Loyalty of music course customers in Jakarta, focusing on the influence of customer value, trust, and customer satisfaction on Customer Loyalty, as well as the role of customer engagement as a mediation variable. This study uses a quantitative method with a survey approach. The sample consisted of 95 respondents who were consumers of music courses in Jakarta over 18 years old and had used music course services for at least three months. Data was collected through questionnaires and analyzed using Partial Least Squares (PLS) with SmartPLS software version 3.0. The results of this study are expected to provide insight for music course managers in developing effective marketing strategies to increase customer loyalty. By understanding the factors that affect Customer Loyalty, managers can increase customer value, build trust, and increase customer satisfaction, which will ultimately increase customer engagement and customer loyalty. [ABSTRACT FROM AUTHOR]