مشخصات مقاله | |
ترجمه عنوان مقاله | مشارکت مشتری در زمینه خدمات: یک تحقیق تجربی از ساختار، پیشینه و پیامدهای آن |
عنوان انگلیسی مقاله | Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences |
انتشار | مقاله سال 2019 |
تعداد صفحات مقاله انگلیسی | 9 صفحه |
هزینه | دانلود مقاله انگلیسی رایگان میباشد. |
پایگاه داده | نشریه الزویر |
نوع نگارش مقاله |
مقاله پژوهشی (Research Article) |
مقاله بیس | این مقاله بیس میباشد |
نمایه (index) | Scopus – Master Journals List – JCR |
نوع مقاله | ISI |
فرمت مقاله انگلیسی | |
ایمپکت فاکتور(IF) |
4.218 در سال 2018 |
شاخص H_index | 65 در سال 2019 |
شاخص SJR | 1.211 در سال 2018 |
شناسه ISSN | 0969-6989 |
شاخص Quartile (چارک) | Q1 در سال 2018 |
مدل مفهومی | دارد |
پرسشنامه | ندارد |
متغیر | دارد |
رفرنس | دارد |
رشته های مرتبط | مدیریت |
گرایش های مرتبط | بازاریابی |
نوع ارائه مقاله |
ژورنال |
مجله / کنفرانس | مجله خرده فروشی و خدمات مصرف کننده – Journal of Retailing and Consumer Services |
دانشگاه | College of Business Administration, Prince Sultan University, Riyadh, Saudi Arabia |
کلمات کلیدی | مشارکت مشتری، کیفیت خدمات، تجربه برند، قصد پشتیبانی مجدد، جنسیت |
کلمات کلیدی انگلیسی | Customer engagement، Service quality، Brand experience، Repatronage intent، Gender |
شناسه دیجیتال – doi |
https://doi.org/10.1016/j.jretconser.2019.05.018 |
کد محصول | E13465 |
وضعیت ترجمه مقاله | ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید. |
دانلود رایگان مقاله | دانلود رایگان مقاله انگلیسی |
سفارش ترجمه این مقاله | سفارش ترجمه این مقاله |
فهرست مطالب مقاله: |
Abstract 1. Introduction 2. Literature review 3. Conceptual model and hypothesis development 4. Methodology 5. Data analysis and results 6. Discussion and implications 7. Limitations and future research Acknowledgements Appendix-1. Appendix A. Supplementary data Research Data References |
بخشی از متن مقاله: |
Abstract
Scholars and practitioners have long acknowledged the importance of offering superior service quality in creating long-term bonds between customers and their brands. However, the importance of service quality as a tool to enhance customer engagement remains under-explored, as addressed in this study. Survey data collected from 395 luxury hotel guests were analyzed using structural equation modeling. The results reveal a positive effect of service quality on customer engagement, which consequently exerts a favorable impact on brand experience and repatronage intent. Our moderation analysis results reveal a stronger effect of the proposed relationships for women than men, thereby suggesting gender’s moderating role in the association between service quality, brand experience, and customer engagement. The paper concludes by outlining key theoretical and practical implications that arise from this research. Introduction In the last few decades, a shift has occurred from transactional-to relationship marketing, with the latter stressing the importance of longterm, value-laden customer interactions and relationships (Boulding et al., 2005; Rosenbaum et al., 2017; Thakur, 2018). In line with this shifting perspective, new concepts have emerged, including customer engagement (Vivek et al., 2014 Islam and Rahman, 2016a). With its core centering on customers’ cognitive, emotional, and behavioral investments in interactions (Hollebeek et al., 2019; Kumar et al., 2019), CE offers insight into the dynamics characterizing consumer/brand interactions that existing relational concepts, such as involvement or commitment, have failed to fully capture (Brodie et al., 2011). Consequently, CE has gained significant traction in the last decade, particularly in the service subsector given its centrality of customer/firm interactions that is also common to CE (Kumar and Pansari, 2016; Prentice and Loureiro, 2018). Correspondingly, leading firms such as Procter & Gamble, Starbucks, BMW, Louis Vuitton, Dell, and many others have incorporated CE in their strategic agenda (Manchanda et al., 2015; Islam et al., 2017). Given its interactive nature, CE is conducive to developing customer-based outcomes, including brand trust, attachment, and loyalty, thereby helping to differentiate firms and enhance sales, competitive advantage, and profitability (Brodie et al., 2013; Islam et al., 2018), thereby offering significant benefit for (service) managers Islam and Rahman, 2019. Based on these benefits, several studies have investigated CE in the hospitality sector that is characterized by high customer/firm interactivity (Ahn and Back, 2018; Rather et al., 2019; Rather and Hollebeek, 2019). In line with these developments, we explore the effect of service quality (SQ) on CE, which remains nebulous to date. Thus, while SQ was popularized through SERVQUAL from the 1980s (e.g. Parasuraman et al., 1988), its connection to CE remains tenuous. Enhanced understanding in this area would however be valuable in highlighting those service facets that are of particular value in engaging customers. |