The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour

被引：40

作者：

Lee, Wei-Long ^{[1
]}

Liu, Chih-Hsing ^{[2
]}

Tseng, Tzu-Wen ^{[2
]}

机构：

[1] Natl Kaohsiung Univ Sci & Technol, Coll Management, Dept Int Business, 415 Chien Kung Rd, Kaohsiung 80778, Taiwan

[2] Natl Kaohsiung Univ Sci & Technol, Business Intelligence Sch, Dept Tourism Management, 415 Chien Kung Rd, Kaohsiung 807, Taiwan

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2022年 / 64卷

关键词：

Service innovation; Service quality; WOM; Brand loyalty; BRAND EXPERIENCE; RESTAURANT; SATISFACTION; LOYALTY; PERCEPTIONS; INTENTIONS; IMPACT; DETERMINANTS; PERFORMANCE; CREATIVITY;

D O I：

10.1016/j.jretconser.2021.102791

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

In the service industry, word of mouth (WOM) has become an important indicator for influencing customer behaviour and developing marketing strategies. The current study develops a new theoretical model to analyse the moderating mechanism of electronic WOM, and further considers a multiple mediation analysis of how service innovation may influence in-person word of mouth (WOM) through service quality and brand loyalty. The results show that managers need to focus on WOM to improve customer service quality perception and encourage revisits. A study of 939 customers of a famous hotpot restaurant provides supporting evidence for this moderated mediation analysis. This study also discusses how this intriguing design of moderated mediation could be clarified using regulatory focus theory and further literature.

引用

页数：10

共 50 条

[1] Service innovation and electronic word-of-mouth: is it worth listening to?
Andreassen, Tor W.
Streukens, Sandra
[J]. MANAGING SERVICE QUALITY, 2009, 19 (03): : 249 - 265
[2] The relationship between electronic word-of-mouth, customer loyalty and resistance to innovation
Sun, Yang
Ding, Wenmei
Wang, Xuhui
Ren, Xiaoxue
Purwanegara, Mustika Sufiati
[J]. ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2024,
[3] The Impact of Electronic Word-of-Mouth on Customer Satisfaction
Kuo, Hsiao-Ching
Nakhata, Chinintorn
[J]. JOURNAL OF MARKETING THEORY AND PRACTICE, 2019, 27 (03) : 331 - 348
[4] Effects of electronic word-of-mouth (eWOM) drivers on customers' behaviour
Ilieva, Galina
Boteva, Diyana
[J]. EASTERN JOURNAL OF EUROPEAN STUDIES, 2023, 14 : 58 - 78
[5] Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services
Marcos, Anabela Maria Bello de Figueiredo
Coelho, Arnaldo Fernandes de Matos
[J]. TQM JOURNAL, 2022, 34 (05): : 957 - 978
[6] The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth
Choi, Beomjoon
Choi, Beom-Jin
[J]. EUROPEAN JOURNAL OF MARKETING, 2014, 48 (1-2) : 108 - 131
[7] Word-of-mouth recommendations promote service quality
不详
[J]. QUALITY PROGRESS, 1996, 29 (10) : 18 - &
[8] Electronic Word-of-Mouth Communication for Local Service Providers
Schuetze, Nora
[J]. TECHNOLOGY INNOVATION MANAGEMENT REVIEW, 2014, : 35 - 42
[9] Refining Electronic Hailing Service Quality on Customer Satisfaction and Impact on Electronic Word of Mouth
Rahmat, Abdul Khabir
Razak, Abdul Hakim Abdul
Yusak, Nurul Aqilah Mohd
Pahim, Khazizul Maulod
[J]. ENVIRONMENT-BEHAVIOUR PROCEEDINGS JOURNAL, 2022, 7 : 61 - 67
[10] The Role of Electronic Word-of-Mouth on Customer Confusion in Increasing Purchase Intention
Tjhin, Viany Utami
Abbas, Bahtiar Saleh
Budiastuti, Dyah
Kosala, Raymond
Lusa, Sofian
[J]. PERTANIKA JOURNAL OF SOCIAL SCIENCE AND HUMANITIES, 2018, 26 : 21 - 36

← 1 2 3 4 5 →