Service Quality, Relationship Benefit and Experience Value in the Auto Repair Services Sector
Tài liệu tham khảo
McKinsey, 2017
Leydesdorff, 2016, Open innovation and triple helix models of innovation: Can synergy in innovation systems be measured?, J. Open Innov. Technol. Mark. Complex., 2, 11
Kodama, 2019, Incessant Conceptual/Industrial Transformation of Automobiles, J. Open Innov. Technol. Mark. Complex., 5
Bolton, 2018, Customer experience challenges: Bringing together digital, physical and social realms, J. Serv. Manag., 29, 776, 10.1108/JOSM-04-2018-0113
Cao, 2018, Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison, Asia Pac. J. Mark. Logist., 30, 400, 10.1108/APJML-04-2017-0071
Ditter, 2019, Analysis of repair welding processes, Press Hardened Steels, 71, 372
López-Arquillos, 2015, Comparative risk assessment of vehicle maintenance activities: Hybrid, battery electric, and hydrogen fuel cell cars, Int. J. Ind. Ergon., 47, 53, 10.1016/j.ergon.2015.02.005
Yigitcanlar, 2019, Disruptive Impacts of automated driving systems on the built environment and land use: An urban planner’s perspective, J. Open Innov. Technol. Mark. Complex., 5
Zeithaml, 1996, The behavioral consequences of service quality, J. Mark., 60, 31, 10.1177/002224299606000203
Kim, 2015, Service factor is effect on revisiting for old people: Centering around mediator effect for feeding satisfaction, Asia Pac. J. Bus. Ventur. Entrep., 10, 59
Parasuraman, 1991, Refinement and reassessment of the SERVQUAL Scale, J. Retail., 67, 420
Anning-Dorson, 2018, Customer involvement capability and service firm performance: The mediating role of innovation, J. Bus. Res., 86, 269, 10.1016/j.jbusres.2017.07.015
Hoffman, 2018, Consumer and Object Experience in the Internet of Things: An assemblage theory approach, J. Consum. Res., 44, 178, 10.1093/jcr/ucx105
Quach, 2016, The effects of service quality on internet service provider customers’ behaviour: A mixed methods study, Asia Pac. J. Mark. Logist., 28, 435, 10.1108/APJML-03-2015-0039
Ding, 2016, A re-examination of service standardization versus customization from the consumer’s perspective, J. Serv. Mark., 30, 16, 10.1108/JSM-02-2015-0088
Homburg, 2017, Customer Experience Management: Toward Implementing an Evolving Marketing Concept, J. Acad. Mark. Sci., 45, 377, 10.1007/s11747-015-0460-7
Kranzbuhler, 2017, The multilevel nature of customer experience research: A integrative review and research agenda, Int. J. Manag. Rev., 20, 433, 10.1111/ijmr.12140
Olorunniwo, 2006, Service quality, customer satisfaction, and behavioral intentions in the service factory, J. Serv. Mark., 20, 59, 10.1108/08876040610646581
Lamberton, 2016, A thematic exploration of digital, social media, and mobile marketing: Research evolution from 2000 to 2015 and an agenda for future inquiry, J. Mark., 80, 146, 10.1509/jm.15.0415
McColl-Kennedy, 2015, Co-creating service experience practices, J. Serv. Manag., 26, 249, 10.1108/JOSM-08-2014-0204
Lemon, 2016, Understanding customer experience throughout the customer journey, J. Mark., 80, 69, 10.1509/jm.15.0420
Kumar, 2016, Creating enduring customer value, J. Mark., 80, 36, 10.1509/jm.15.0414
Palmatier, 2009, The role of customer gratitude in relationship marketing, J. Mark., 73, 1, 10.1509/jmkg.73.5.1
Bove, 2009, Service worker role in encouraging customer organizational citizenship behaviors, J. Bus. Res., 62, 698, 10.1016/j.jbusres.2008.07.003
Balakrishnan, 2014, The Impact of Social Media Marketing Medium toward Purchase Intention and Brand Loyalty among Generation Y, Procedia Soc. Behav. Sci., 148, 177, 10.1016/j.sbspro.2014.07.032
Ordenes, 2014, Analyzing customer experience feedback using text mining: A linguistics-based approach, J. Serv. Res., 17, 278, 10.1177/1094670514524625
Conze, 2010, Relationship intention as a mediator between relational benefits and customer loyalty in the tour operator industry, J. Travel Tour. Mark., 27, 51, 10.1080/10548400903534899
Padma, 2018, Retail service excellence: Antecedents and consequences, Int. J. Retail Distrib. Manag., 46, 422, 10.1108/IJRDM-09-2017-0189
Hollebeek, 2018, Individual-level cultural consumer engagement styles: Conceptualization, propositions and implications, Int. Mark. Rev., 35, 42, 10.1108/IMR-07-2016-0140
Koritos, 2014, Functional vs relational benefits: What matters most in affinity marketing?, J. Serv. Mark., 28, 265, 10.1108/JSM-10-2012-0213
Kuhn, 2018, Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty, Int. Rev. Retail Distrib. Consum. Res., 28, 206
Ruiz-Molina, 2009, Relational benefits and loyalty in retailing: An inter-sector comparison, Int. J. Retail Distrib. Manag., 37, 493, 10.1108/09590550910956232
Bai, 2015, Effect of social commerce factors on user purchase behavior: An empirical investigation from renren.com, Int. J. Inf. Manag., 35, 538, 10.1016/j.ijinfomgt.2015.04.011
Meadows, 2012, Progress in customer relationship management adoption: A cross-sector thesis, J. Strateg. Mark., 20, 323, 10.1080/0965254X.2012.671337
Bressolles, 2014, A consumer typology based on e-service quality and e-satisfaction, J. Retail. Consum. Serv., 21, 889, 10.1016/j.jretconser.2014.07.004
Couwenberg, 2017, Neural responses to functional and experiential ad appeals: Explaining ad effectiveness, Int. J. Res. Mark., 34, 355, 10.1016/j.ijresmar.2016.10.005
De Haan, 2015, The predictive ability of different customer feedback metrics for retention, Int. J. Res. Mark., 32, 195, 10.1016/j.ijresmar.2015.02.004
Echchakoui, 2016, Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force, J. Retail. Consum. Serv., 28, 54, 10.1016/j.jretconser.2015.07.014
Johnson, 2010, A more comprehensive understanding and measure of customer helping behavior, J. Bus. Res., 63, 787, 10.1016/j.jbusres.2008.03.006
Jeon, 2013, The effect of relationship benefit on customer satisfaction and loyalty in the beauty salons, J. Korean Soc. Cosmetol., 19, 252
La, 2012, The role of customer affection and trust in loyalty rebuilding after service failure and recovery, Serv. Ind. J., 32, 105, 10.1080/02642069.2011.529438
Guevarra, 2015, To have in order to do: Exploring the effects of consuming experiential products on well-being, J. Consum. Psychol., 25, 28, 10.1016/j.jcps.2014.06.006
Izogo, 2015, Customers’ service quality perception in automotive repair, Afr. J. Econ. Manag. Stud., 6, 272
Parise, 2016, Solving the crisis of immediacy: How digital technology can transform the customer experience, Bus. Horiz., 59, 411, 10.1016/j.bushor.2016.03.004
Yoo, 2019, The effective factors of cloud computing adoption success in organization, J. Asia Financ. Econ. Bus., 6, 215
Johnson, 2006, The evolution of loyalty intentions, J. Mark., 70, 122, 10.1509/jmkg.70.2.122
Huang, 2018, Influence of car sharing service on consumers’ continuous usage intention in China, J. Internet Electron. Commer. Res., 18, 201, 10.37272/JIECR.2018.10.18.5.201
Kang, 2018, Effects of relationship benefits on customer satisfaction and long-term relationship orientation: Focused on credit unions, Asia Pac. J. Bus. Ventur. Entrep., 13, 125
Parvin, 2017, Assessing two consumer behavioural intention models in a service environment, Asia Pac. J. Mark. Logist., 29, 653, 10.1108/APJML-06-2016-0100
Hu, 2016, The influence of peer characteristics and technical features of a social shopping website on a consumer’s purchase intention, Int. J. Inf. Manag., 36, 1218, 10.1016/j.ijinfomgt.2016.08.005
Walsh, 2009, Examining the antecedents & consequences of corporate reputation, A customer perspective, Br. J. Manag., 20, 187, 10.1111/j.1467-8551.2007.00557.x
Joško Brakus, 2014, Experiential product attributes and preferences for new products: The role of processing fluency, J. Bus. Res., 67, 2291, 10.1016/j.jbusres.2014.06.017
Liao, 2017, Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret, Inf. Manag., 54, 651, 10.1016/j.im.2016.12.005
Kos-Koklic, 2017, An investigation of customer satisfaction with low-cost and full-service airline companies, J. Bus. Res., 80, 188, 10.1016/j.jbusres.2017.05.015
Qazi, 2017, Assessing consumers’ satisfaction and expectations through online opinions: Expectation and disconfirmation approach, Comput. Hum. Behav., 75, 450, 10.1016/j.chb.2017.05.025
Pham, 2017, Antecedents and consequences of online customer satisfaction: A holistic process perspective, Technol. Forecast. Soc. Chang., 124, 332, 10.1016/j.techfore.2017.04.003
Chahal, 2012, Consumer perceived value: The development of a multiple item scale in hospitals in the Indian context, Int. J. Pharm. Healthc. Mark., 6, 167, 10.1108/17506121211243086
Radojevic, 2015, Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry, Tour. Manag., 51, 13, 10.1016/j.tourman.2015.04.002
Riquelme, 2016, Consumers’ Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis, J. Interact. Mark., 35, 16, 10.1016/j.intmar.2016.01.002
Han, 2018, Model and empirical study on the user’s continuance intention in online China brand communities based on customer-perceived benefits, J. Open Innov. Technol. Mark. Complex., 4
Sumi, 2018, Factors affecting the buying intention of organic tea consumers of Bangladesh, J. Open Innov. Technol. Mark. Complex., 4
Ruiz Díaz, 2017, The influence of satisfaction on customer retention in mobile phone market, J. Retail. Consum. Serv., 36, 75, 10.1016/j.jretconser.2017.01.003
Van Doorn, 2017, Domo Arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences, J. Serv. Res., 20, 43, 10.1177/1094670516679272
Schmitt, 2015, From experiential psychology to consumer experience, J. Consum. Psychol., 25, 166, 10.1016/j.jcps.2014.09.001
Silva, 2016, Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers, J. Bus. Res., 69, 5512, 10.1016/j.jbusres.2016.04.163
Deng, 2010, Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China, Int. J. Inf. Manag., 30, 289, 10.1016/j.ijinfomgt.2009.10.001
Yi, 2013, Customer value co-creation behavior: Scale development and validation, J. Bus. Res., 66, 1279, 10.1016/j.jbusres.2012.02.026
Shang, 2017, Generating consumer resonance for purchase intention on social network sites, Comput. Hum. Behav., 69, 18, 10.1016/j.chb.2016.12.014
Gallagher, 2008, A journey into the unknown; taking the fear out of structural equation modeling with AMOS for the first-time user, Mark. Rev., 8, 255, 10.1362/146934708X337672
Harrign, 2018, Consumer engagement and relationship between involvement, engagement, self-brand connection and brand usage intent, J. Bus. Res., 88, 388, 10.1016/j.jbusres.2017.11.046
Giovanis, 2018, Consumer-brand relationships and brand loyalty in technology-mediated service, J. Retail. Consum. Serv., 40, 287, 10.1016/j.jretconser.2017.03.003
Yuen, 2015, Service quality and customer satisfaction in liner shipping, Int. J. Qual. Serv. Sci., 7, 170
Balaji, 2013, Investing in customer loyalty: The moderating role of relational characteristics, Serv. Bus., 9, 17, 10.1007/s11628-013-0213-y
Moreira, 2015, The trust-commitment challenge in service quality-loyalty relationships, Int. J. Health Care Qual. Assur., 28, 253, 10.1108/IJHCQA-02-2014-0017
Johnson, 2013, Community identification increases consumer-to-consumer helping, but not always, J. Consumer Marketing., 30, 121, 10.1108/07363761311304933
Jawahar, 2014, Do demographics influence customer service quality perceptions?: A comparative study of Indian and foreign banks, J. Serv. Res., 14, 75
Nguyen, 2018, The potential impact of service quality uncertainty and retail pricing strategies on consumer purchase intention, J. Distrib. Sci., 16, 13, 10.15722/jds.16.12.201812.13
Lusch, 2010, Service, value networks and learning, J. Acad. Mark. Sci., 38, 19, 10.1007/s11747-008-0131-z
Hong, 2010, The perceived-experiential value service quality of auto maintenance and repair service, J. Distrib. Sci., 18, 59, 10.15722/jds.18.1.202001.59
Gefen, 2000, Structural equation modeling and regression: Guidelines for research practice, Commun. Assoc. Inf. Syst., 4, 7
Jeong, 2016, Configuring an alliance portfolio for eco-friendly innovation in the car industry: Hyundai and Toyota, J. Open Innov. Technol. Mark. Complex., 2, 24, 10.1186/s40852-016-0050-z
Daniela, 2012, Analysis of current state and future trends of auto parts manufacturing sector in Romania, Ann. Univ. Petrosani Econ., 12, 167
Acha, 2008, Open by design: The role of design in open innovation, Acad. Manag. Annu. Meet. Proc., 1, 6
Chaston, 2012, Entrepreneurship and open innovation in an emerging economy, Manag. Decis., 50, 1161, 10.1108/00251741211246941
Yun, 2018, Entrepreneurial cyclical dynamics of open innovation, J. Evol. Econ., 28, 1151, 10.1007/s00191-018-0596-y
Yun, 2019, The role of a business model in market growth: The difference between the converted industry and the emerging industry, Technol. Forecast. Soc. Chang., 146, 534, 10.1016/j.techfore.2019.04.024