This research was designed to conduct research to apprehend fashion brand's mobile SNS characteristics in depth and the related consumer psychology and behaviors such as brand attachment and brand loyalty. The fashion brand's mobile SNS characteristics were differentiated from the web-based fashion brand's SNS. This study targeted women in their 20s using mobile Facebook and mobile Twitter, and residing in Seoul or Gyeonggi province. Total 412 observations were collected through online survey. The major findings of the study were as follows. First, as the characteristics of fashion brand's mobile SNS, ease of fashion data storage, fashion recentness, fashion usefulness, and fashion accessibility were extracted. As the factors of the flow, time distortion/focused attention and playfulness were extracted. Second, the fashion recentness and fashion usefulness showed positive influence to time distortion/focused attention factor in the flow. All four fashion brand's mobile SNS characteristics showed positive influence to playfulness factor in the flow. Third, time distortion/focused attention factor and playfulness factor both showed positive influence to brand attachment and brand loyalty from using fashion brand's mobile SNS. Fourth, brand attachment had positive influence to brand loyalty from using fashion brand's mobile SNS. Based on the above results, this study provided practical ways to develop effective mobile SNS marketing strategies in fashion brand. Also, this study demonstrated feasible future contents and necessary improvement for fashion brand's mobile SNS, which holds marketing implications.

Saung Angklung Udjo (SAU) is recognized as a cultural tourism destination in Indonesia. The aim of this paper is to study the consumer personal value toward SAU. This research reported that consumers perceived angklung as an unique and attractive musical instrument and felt very satisfied to performance in SAU.

This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers in Thailand. The findings reveal that customers’ commitment and value are influenced by information support, privacy and security. Additionally, the positive relationships between information quality and privacy and behavioural loyalty were revealed. Customers’ commitment and value were positively associated with behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ value with behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the residential internet market to develop new retention strategies. These providers would l be able to reduce the current issues relating to the high customer churn rate. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

This paper examines relationships between experience and behavioral loyalty in the wine sector drawing on 618 Greek and French respondents. Being a member of a group provides a sense of belonging that increases behavioral loyalty. Implementing communities and advertising them via a social media communication program may build behavioral loyalty.

Modern consumers have significantly changed their shopping patterns, so that retailers must employ competitive and innovative strategies to counter the many new types of stores such as outlets offering premium services. In addition, customers have become smarter shoppers, refusing to pay more because of brand loyalty, especially when service and price differences have diminished. This study is an analysis of consumer shopping behavior in an effort to find effective marketing strategies to appeal to consumers who shop in outlet stores. Previous research has shown that shoppers may be clustered according to whether they are oriented toward convenience, brands, hedonism, economics, or trends. Different consumer types have different attitudes toward retailer types and also vary in their retailer loyalty. Some types have strong customer loyalty to outlet stores, but others do not. In this study, we examine the relationship between consumer attitude toward the outlet store and retailer loyalty according to consumer shopping types. Hedonism-oriented and economics-orientated consumers are expected to have more interest in outlet shopping than are brand-oriented consumers.

This study builds upon the scant brand personality (BP) literature in services and highlights its applicability to services marketing, which is critical given increasing interest in building favourable service brands. This study examines the impact of Geuens, Weijters and De Wulf’s, (2009) BP measure, an arguably theoretically superior measure of BP to Aaker’s (1997), into an accepted nomological net by Chaudhuri and Holbrook (2001), and tests the extent to which BP dimensions determine behavioural outcomes in services (Geuens et al., 2009).

Using multiple channels along the buying process is common for today’s consumers. Research suggests that additional channels enhance customer satisfaction and ultimately customer loyalty. However, research that focuses on the relationship between satisfaction with multichannel performance and behavioral consequences is relatively sparse. As this topic is of tremendous importance for retail practice this study attempts to investigate main drivers of consumer satisfaction in a multichannel environment and the consequences concerning consumer behavior and loyalty. Therefore we take on an approach of Renoux (1973) that considers explicitly the aspect of the consumer decision stage in order to explain satisfaction with a multichannel retailer. The study focuses on satisfaction in the pre-purchase and purchase stage. Furthermore, it is investigated whether the perceived integration of channels has an influence on satisfaction with a multichannel retailer. Results of a structural equation model based on a survey among 171 German multichannel shoppers show that satisfaction in the pre-purchase stage is a crucial predictor of consumer’s overall satisfaction with a multichannel retailer. It has also a strong impact on satisfaction in purchase stage and can therefore influence the buying decision. To add, perception of the integration of channels positively influences the overall satisfaction with the multichannel retailer. Satisfaction, in turn, can lead to loyalty to the multichannel retailer and thereby influences repurchase and supplementary purchase intention, and recommendation intention. The study concludes with managerial implications and suggests directions for further research.

Customer loyalty programs have been widely adopted for customer relationship management all over the world. The proliferation of loyalty programs causes program competition which weakens the effectiveness of loyalty programs at the end of customers. In general, existed research suggests that the increasing competition among rival programs in a single industry may cancel out the expected roles of loyalty programs (Mägi, 2003). For example, program competition is a substantial threat to customer lifetime value and share of wallet (Leenheer, van Heerde, Bijmolt, & Smidts, 2007; Meyer-Waarden, 2007). Liu and Yang (2009) find the sales impact of a single loyalty program diminishes as program competition increases. Their study also shows this negative effect is weaker in a highly expandable product category. Although previous studies have examined the suppressive effect of program competition on financial outcomes of loyalty programs, little research has explored its role on attitudinal customer loyalty formation process. This study aims to explore the differential roles of program competition on two formation processes of customer loyalty. It intends to contribute to the loyalty programs literature in two aspects. First, this study examines two routines of customer loyalty formation in the context of loyalty programs. That is, a company can leverage program offerings to build customer loyalty through increased customer satisfaction or strengthened customer identification with the company. Second, this study examines the moderating roles of program competition on those two loyalty-generating routines. Specifically, it finds customer identification is more important for building customer loyalty at the presence of program loyalty.

This study examines the determinants of the member customer’s decision of redeeming versus accumulating loyalty program (LP) points by focusing on the effects of the different channels of transaction (online versus offline) and the demographic information of member customers. Our study is based on customer-level demographic and transaction data on a major partnership LP in Korea, the OK Cashbag (OCB) program. This study differs from the existing literature in three aspects. First, the dataset employed for this study enables us to compare member customers’ point redemption behavior between online and offline channels, whereas previous studies demonstrate coupon redemption behavior either in an online (Chiou-Wei and Inman 2008) or an offline setting (e.g., Cronovich 1997; Kwon and Kwon 2007; Mittal 1994; Reibstein and Traver 1982; Ward and Davis 1978). Second, the current study investigates not only the main effects of demographic variables, but also a series of interaction effects between the online channel and each demographic variable. Clear empirical evidence of an interaction effect would provide an LP provider with significant managerial implications. Third, rich data on customers’ transaction behavior with matching demographic information for each member customer enable us to conduct both transaction-level and individual customer-level analyses. Therefore, an individual customer’s transaction behavior can be analyzed in more detail for robust results and richer implications. We find that transactions that occur through online channels and those made by younger customers demonstrate a greater tendency of redeeming LP points as opposed to accumulating them. We also find that online channels exhibit a moderating role by mitigating the demographic effects on member customers’ point redemption behavior. These findings allow the LP provider to predict the future LP point balance by analyzing its main channel of transaction and the demographic profiles of its member customers.

This study investigates the factors that influence brand loyalty in the airline industry. A survey using a sample of 106 travelers was conducted. Results of statistical analysis show that the influence of perceived quality and brand association on brand loyalty was mediated by brand equity. Brand satisfaction and perceived value were also found to have a direct influence on brand loyalty. The research findings provide valuable information for marketers, academics and practitioners for investigating brand loyalty of customers.

This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers (ISPs) in Thailand. Overall service quality of an ISP is determined by network quality, customer service, information support, privacy and security. The findings reveal that the positive relationships between service quality and consumers’ affective evaluations (satisfaction, trust, commitment, and value) were revealed. Overall customers’ satisfaction and commitment were positively associated with both attitudinal and behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ trust and value with attitudinal and behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

This study explores the relationship among brand experience, consumer satisfaction and brand loyalty with virtual experience and the virtual community as the intervening variables. We intend to discuss how the new concept of ‘brand experience’ impacted by the internet environment. We integrate the following new research subjects together: brand experience, virtual experience and virtual community. As the research purpose is to understand the effects of virtual environments on brand experience on consumer satisfaction and on brand loyalty, it takes virtual experience as the intervening variable to discuss whether it positively or negatively influences the relationship between brand experience and consumer satisfaction, and takes the virtual commodity variable as the intervening variable to discuss whether it positively or negatively influences the relationship between consumer satisfaction and brand loyalty. This study takes the virtual community members of apple brand in taiwan as the research subjects and 516 questionnaires were completed and returned. The results show that the brand experience had a positive effect on the consumers’ satisfaction and brand loyalty. In addition, the virtual experience has a positive moderating effect on the relationship of brand experience and consumer satisfaction. Finally, this study also discovered that the virtual community also has a positive moderating effect on the relationship between consumers’ satisfaction and brand loyalty.

Impacts of Relationship value on Loyalty of Online Group-Buying Customer in China With the development of e-commerce industry, online group-buying pattern has been one of the most popular online shopping patterns in China. Although the online group-buying platform has a large number of consumers, the consumer loyalty to specific online group-buying platform is low. For this phenomenon, scholars usually studied from the perspective of factors which influenced consumer behavior intentions. However, few studies focus on the component and measuring of relational benefits in the process of group-buying. Based on the perspective of consumers, this paper studied the relational benefits between consumers and online group-buying platform, and the perceived benefits of consumers who are in different relationship life cycle.This paper used SPSS to test the reliability and validity of data and carried some discussions about research model through factor analysis and regression analysis. The results indicated that relational benefits were significantly related to customer loyalty, that relationship quality and relationship life cycle was considered as mediator and moderator, respectively. Further, we made some management recommendations for operators in the online group-buying platform.

This study used the methods of decision tree analysis, association rule analysis, and Kano’s model to explore the behavior patterns of mainland China tourists staying at the international tourist hotels in Taiwan. To this end, the data of their demographics, travel variables, overall satisfaction with the lodging experience, different service quality perceptions, and loyalty intentions were included. The decision tree analysis showed that a tourist’s overall satisfaction with the lodging experience, satisfaction with the quality of core intangible services, and certain demographic characteristics are three important determinants of tourist loyalty towards the hotels. In terms of the effect of demographics, the customers’ monthly income and length of stay at the hotel are two main determinants in this study. In addition, if the customer perceptions of different parts of hotel service quality are taken into account, among the five hotel service quality domains, core intangible services from the receptionist, housekeeping personnel, and food & beverage personnel are found to be important influences on hotel customer loyalty intention. In other words, high quality intangible services are important for luxury hotels to demonstrate their unique ability to help customers experience the service quality that creates loyalty intentions. With regard to the association rule analysis, the results showed that core intangible service aspects from the receptionist, housekeeping personnel, and food & beverage personnel are strongly associated with customer loyalty intentions, as are the tangible aspects of the reception and hotel room facilities. The former indicated that reception in the hotel lobby could be considered one of the most important servicescapes because of its impact in forming many of the first impressions of hotel guests, while the latter is treated as core offerings in hotels that would be encountered by most hotel customers. If the tourists are mainly from package tours, the intangible services and tangible facilities of these areas are the important areas to create customer satisfaction. However, if the tourists are mainly independent tourists because they have more time and free choice to stay at the hotel longer than the package tour tourists, the intangible services and tangible facilities of the entertainment or business centers would be even more important to these tourists than to the package tour tourists. With regard to Kano’s model analysis, the results showed that, based on mainland China tourists’ perceptions, most of the service elements fit into the category of one-dimensional quality attributes. This means that these service elements are positively and linearly related to customer satisfaction, and the greater fulfillment of the attribute results in a greater degree of satisfaction. This also means that hotels should make more effort to innovate their intangible services and tangible facilities to create business advantages in the market.

This study identified the brand personality of domestic take-out coffee shops and examined its effects on customer satisfaction and brand loyalty. The research subjects were college students in Busan who visited a coffee house. Overall, four major empirical results were obtained. First, five factors of brand personality were identified: "energy", "competence", "familiarity", "reliability", and "sophistication". Second, all brand personality factors had significant effects on customer satisfaction, but "familiarity" (β=0.429) and "reliability" (β=0.381) appeared to have the greatest effects. Third, brand personality factors had significant effects on brand loyalty, with"reliability" (β=0.447) appearing to have the greatest effect on brand loyalty. Fourth, customer satisfaction had a significant effect on consumer brand loyalty. These results show that brand personality can be an important means of marketing differentiation in an intense competitive coffee market atmosphereto increase customer satisfaction and build brand equity.

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

This study aimed to classify attendants of a wine training institute according to loyalty for wine training service program and to deduce the core managing points in a wine training program by IPA (Importance-Performance Analysis). Self-administered questionnaires were collected from 192 trainees and statistical data analysis completed using SPSS ver. 18.0. As a result of clustering analysis based on trainee loyalty from both attitude and behavioral perspectives, four classification groups were identified: a "genuine" loyalty group, a "latent" loyalty group, a "mendacious" loyalty group, and a "low" loyalty group. For the genuine loyalty group, the importance of total service quality was 4.32 on average whereas the performance was measured as 4.22; thus there was little difference between importance to quality and performance. However, for the other three groups, especially the low loyalty group, there were significant wide gaps between importance to quality and performance. According to IPA, different service quality items were posted on the 'Focus here' quadrant (a domain with high service quality importance but low performance) by group, while the other three quadrants had several common items regardless of the group. Finally, the core quality managing points were different depending on the level of trainee loyalty. Therefore, it is necessary to plan and conduct a wine training program that reflects the characteristics and needs of its students, which will lead to a differentiated management strategy according to the level of loyalty.

The purpose of this study was to understand the effect of loyalty program in family and fastfood restaurant on relationship quality (trust, commitment) and revisit intention. Based on total 394 samples obtained from empirical research, this study reviewed the reliability and fitness of a research model using the Amos program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). The proposed model provided an adequate fit to the data, χ2 102.338 (df 48), GFI .959, RMR .049, NFI .970, CFI .984 SEM resulted that loyalty progam (β= .429, t=7.880, p〈 .001) showed a positive significant effect on trust, and that loyalty program (β= .455, t=9.532, p〈 .001) had a positive significant effect on commitment. Also, both trust (β= .450, t=6.595, p〈 .001) and commitment (β= .474, t=5.117, p〈 .001) had a positive significant effect on revisit intention. In addition, there were moderating effects related to restaurant type (family and fastfood restaurant) in terms of causal relationships between loyalty program, relationship quality and revisit intention. Limitations and future research directions are also discussed.

이 연구는 무용을 통한 기업의 문화마케팅 활동이 해당기업의 이미지 및 지각된 품질, 충성도 에 영향을 규명하는데 목적이 있다. 연구의 목적을 달성하기 위하여 연구대상은 경기도 지역에 소재한 4년제 대학교에 재학 중인 대학생들을 모집단으로 설정하였으며 최종분석에는 200개의 자료가 활용되었다. 조사도구는 설문지를 사용하였으며 신뢰도와 타당도를 검증하여 사용하였 다. 또한 가설검증은 AMOS를 이용한 확인적요인분석(confirmatory factor analysis; CFA)과 구조방 정식모형분석(structural equation model; SEM)을 실시하였으며, 그 결과는 다음과 같다. 첫째, 문 화마케팅 활동 참여 기업의 기업이미지는 지각된 품질에 긍정적인 영향을 미친다. 둘째, 문화마 케팅 활동 참여 기업의 기업이미지는 충성도에 긍정적인 영향을 미친다. 셋째, 문화마케팅 활동 참여 기업의 지각된 품질은 충성도에 긍정적인 영향을 미친다. 넷째, 문화마케팅 활동 참여 기 업의 기업이미지는 지각된 품질을 통해서 충성도에 긍정적인 영향을 미친다. 이러한 결과는 기 업이 문화마케팅 활동에 참여할 경우 대중에게 호의적인 기업이미지를 각인시키고 해당기업에 대한 상표나 제품에 대해 신뢰를 가질 수 있음을 알 수 있었다. 더 나아가 문화마케팅 활동이 해당기업에 대한 충성도를 높이게 됨으로서 기업경영활동에 득이 될 수 있음을 시사한다.

The purpose of this study was to analyze the effects of quality factors on value, satisfaction and loyalty in a wine training program. The results of this study can be summarized as follows: Structural verification of the wine training program loyalty model showed that the quality of the wine training program positively affected both value (p<0.001) and satisfaction (p<0.001). Further, the value of the wine training program positively affected satisfaction (p<0.01), which in turn positively influenced loyalty (p<0.001). The quality of the wine training program was presented as solicitude for students, textbook and curriculum, qualification and confidence of lecturer and staff, and training quality, whereas the value of the program was composed of sense of belonging, promotion of self-esteem, good impression on others, and improvement of social status. Therefore, the wine training institute's intensive management of the quality and value of the program could induce students' loyalty by enhancing satisfaction for the wine training program.