Customer loyalty is tested every day in the retail sector and the past years have been challenging for retailers to keep their existing, loyal customers. Covid-19 outbreak caused significant changes in consumers’ purchasing behavior because during the pandemic, consumers were forced to adapt new patterns of shopping which is likely to reflect also in customer loyalty. To better understand the temporal development of customer loyalty, we investigate how cognitive, affective, and social drivers of loyalty differ between 10,044 Trustpilot reviews before, during and after the Covid-19 pandemic. We investigate customer loyalty in the retail sector using an objective and a novel approach; thus we based this study on user-generated content in the form of online reviews in contrast to the traditional survey-based measures of customer loyalty.

This study investigated the impact of sustainable perceived value (SPV) on fashion consumers. The results revealed that SPV significantly affects customer satisfaction, loyalty, and the positive relationship between satisfaction and loyalty were confirmed, implicating SPV as a valid approach in measuring consumption value of sustainable fashion products.

As the importance of online virtual spaces increases due to COVID-19, interest in online virtual spaces using 4th industrial technology is increasing. Accordingly, the metaverse that combines virtual and real is becoming an issue. In the fashion industry, marketing using online is gradually increasing, and various attempts are being made by converging with the metaverse to provide new and enjoyable experiences to customers. This study looked at the impact of customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment and brand loyalty in a metaverse environment where utilization is increasing due to COVID-19 and technological development. For the analysis data of this study, a survey was conducted on the users who experienced the metaverse platform Zepeto's ' BVLGARI World'. As a result of examining the effect of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in a metaverse environment, some of the customer experiences affect customer satisfaction, and the proposed hypothesis was partially accepted. In addition, it was confirmed that customer satisfaction affects affective commitment and brand loyalty, and affective commitment affects brand loyalty. In this study, we examine the impact of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in the metaverse environment, and identify what is needed for more active convergence and activation of the metaverse and fashion brands. Also, we provide practical implications to people who involved in the metaverse and the fashion industry.

Customer engagement has been a focus of a significant amount of research. Most of the prior research on customer engagement typically focused on engagement and loyalty in loyalty program context, while the impact of rewarded customer engagement on program members has largely been missed out. Additionally, no prior study yet has focused on the conceptualization of rewarded customer engagement, while exploring and comparing its significance on various digital platforms, such as loyalty programs and Metaverse. Thus, this study aims to conceptualize rewarded customer engagement while investigating its impact on loyalty program members, and whether it induces and/or encourages their engagement in brand’s Metaverse platform(s).

The purpose of this study is to investigate customer satisfaction factors that affect customer loyalty and revisit intention, and the seven factors which comprise the marketing mix that affects customer satisfaction. loyalty, and intention to revisit. The purpose of the project is to propose a research model by testing the mediated effects of customer satisfaction and loyalty using mainly factor analysis, regression analysis, and mediation analysis. First the results showed that the marketing mix 7P factors influence customer satisfaction were identified as service delivery process, product, physical basis, and promotion. The factors that influence marketing mix 7P customer loyalty were tested in the order of service delivery, physical basis, product, and distribution. Second, the factors that affect customer loyalty were artists, service, and prices whereas the factors that affect customer satisfaction were tested in the order of service, artist, cosmetics, and price. Third, the factors affecting customer revisit intention were newly derived as treatment satisfaction, professionalism, and treatment products. Fourth, the relationship between marketing mix and customer revisit intention suggested that customer satisfaction and customer loyalty has a partial sale effect. It can be suggested on the basis of these findings that the effect of makeup service with marketing mix on customer revisit intention was analyzed and a new model was derived by analyzing the mediated effect of customer satisfaction and customer loyalty.

The purpose of this study is to suggest the characteristics of online shopping malls and find a way to establish a differentiated marketing Strategy for online shopping malls in China. This study investigated the effect on the loyalty by applying the perceived shopping value (Hedonic Value, Utilitarian Value) of consumers in online shopping malls. In addition, In order to grasp the factors affecting consumer loyalty in online shopping malls, the characteristics of online shopping malls are multidimensional, consisting of product characteristics, recommended quality, benefit services, and community services. In order to obtain the purpose of the study, a questionnaire was surveyed for chinese online shopping experience and the research model was verified through empirical analysis method. Statistical analysis program was used together with SPSS 24.0 and AMOSS 24.0. Looking at the results of the analysis, firstly, the recommended quality and benefit service of online shopping malls are positive for the perceived hedonic value of consumers. The product characteristics and community service were found to have no effect on the hedonic shopping value. Secondly, the product characteristics, recommended quality, benefit service, and community service of online shopping malls on the utilitrian value perceived by consumers were positively affected. Thirdly, the perceived hedonic value has a positive effect on loyalty. Finally, it was confirmed that perceived utilitrian value affects loyalty. Based on the results of this study, a differentiated marketing strategy was established for existing chinese online shopping mall operators and potential new operators as well.

본 연구는 어린이수영장의 서비스품질과 만족 및 고객충성도 관계를 알아보자 한다. 모집단은 총 300명을 표본대상으로 설문지를 배포하였으며, 회수된 설문지 중 불성실하게 응답했다고 판단된 3부의 설문지는 제외하여 총 297부의 설문지를 자료 분석에 사용하였다. 이 연구에서는 PASW 21.0을 활용하여 빈도분석, 신뢰도 분석, 탐색적 요인분석, 상관관계분석, 다중회귀분석, 단순회귀분석을 실시하였다. 이 연구에서는 모든 통계치의 유의수준을 .05로 설정하여 다음과 같은 결론을 도출 하였다. 첫째, 어린이수영장 서비스품질의 시설, 프로그램, 비용, 인적자원, 신뢰는 만족에 영향을 미치는 것으로 나타났다. 둘째, 어린 이수영장 서비스품질의 비용, 인적아원, 신뢰는 고객충성도에 영향을 미치는 것으로 나타났다. 셋째, 어린 이수영장 서비스품질에 대한 만족은 고객충성도에 영향을 미치는 것으로 나타났다.

The antecedents of customer loyalty have been a subject of interest to marketers and researchers alike. Few studies have investigated the moderating influence of brand image on customer satisfaction and loyalty. A framework was developed and tested to link casino service quality with satisfaction (affective and cognitive satisfaction) and loyalty (revisit intention and willingness to recommend). The influence of brand image as a moderator was also proposed. Quantitative surveys with 240 mainland Chinese tourists, who were the major source of tourists in Macau, were conducted. All the proposed hypotheses were supported. This study contribute knowledge on customers’ satisfaction and loyalty to casinos by explaining the interrelationships between casino brand image, casino service, customer satisfaction and loyalty. The research demonstrates that satisfied customers are more inclined to revisit and recommend the casino. These relations are stronger for customers who scored higher in image than those who scored lower. The study provides promotional marketing strategies for the casino industry and theoretical suggestions for future study.

The impact of customer involvement in NSD on customer loyalty is still unknown, because most studies examine loyalty perceptions of only active participants in co-creation, while the few studies involving co-creation observers provide conflicting results. Research is also limited, as it measures user participation only at the design level, while customers are empowered to participate at all NSD stages. This study contributes to the literature by developing a model capturing the various levels of customer involvement in NSD co-creation and then, measuring its impacts on two type of user loyalty: brand loyalty and loyalty on innovation community. Data were collected from users of the Domino’s Mogul pizza toolkit empowering them to participate in all NSD stages and also to become pizza entrepreneurs by designing and selling their pizzas. Findings comparing the brand loyalty and the innovation community loyalty perceptions of users with various levels of co-creation involvement provide useful insights.

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer’s first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

Mobile phone market, a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry and as a daily necessity, is led globally by companies that have been actively responding to changes in the so-called Smart Revolution environment. Lately, however, the Smart Phone market is prospected to move from growth phase to mature phase by the scholars. In order for a company to proactively respond to the change in such market condition, it is imperative that they ensure absolute advantage in customer loyalty over their competitors by revolutionising the after-sales service(A/S) quality that will lead to service satisfaction. This study aims to configure what dimensions make up for mobile phone A/S quality, and how this quality affects customer satisfaction and loyalty as well as proposing directions for A/S quality improvement by identifying them case by case to see what dimensions have more impact on customer satisfaction.

The quality of customer service has been one of the most representative determinants of retailers’ sustainable competitiveness. Since Parasuraman et al. (1988) introduced the service quality instrument, called SERVQUAL, many studies have used SERVQUAL to measure service quality in various domains. However, since SERVQUAL was originally developed to measure general service quality, it didn’t fully consider the underlying characteristics of a specific industry such as retailing. Recently, as retail industry is becoming more competitive, there is a general agreement that the most important retailing strategy for creating competitive advantage is the delivery of high service quality. From the retail manager’s perspective, the level of service quality is highly correlated with the level of customer loyalty and the customer’s favorable word-of-mouth behavior. In this sense, most retail managers would be very interested in the question of how to increase their customer loyalty rate and, therefore, to elaborate this question in more detail, service quality study in a retail setting would be very important. Current measures of service quality, including SERVQUAL, do not adequately capture customers’ perceptions of service quality for retail stores such as department stores or general discount stores. The main objective of this study is to investigate the usefulness and applicability of the different methods, including SERVQUAL, in measuring the service quality of retail environment and their relationships to customer loyalty and word-of-mouth behavior. By exploring the suitability of each different measurement method for retail service quality, this study enhances the understanding of the major dimensions of retail service quality and the analysis of the effect of service quality on customer loyalty and word-of-mouth behavior.

The aim of this study was to investigate the effect of food neophobia on restaurant image, customer satisfaction, and loyalty in ethnic restaurants. A self-administered survey for data collection 581 customers who visited an ethnic restaurant in August, 2015. Statistical analyses included descriptive analysis, t-test, ANOVA and regression analysis for SPSS 21.0. The finding of the study indicated that the differences of food neophobia score in demographic characteristics showed significant differences by age, occupation, dining-out frequency, and source of dining-out information, not by gender. The mean value of food neophilic group was significantly higher than food neophobic group in all items of restaurant image, overall satisfaction and customer loyalty. The regression analysis showed that tangible aspect, price aspect, and food aspect of restaurant image had positive effects on overall satisfaction and customer loyalty however employee service showed different result by groups. The finding of the study offer marketing strategies for ethnic restaurants to induce customer revisit.

Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.

본 연구에서는 농산물점포인 대형슈퍼마켓을 대상으로 상품의 품질, 애프터서비스, 판매촉진, 상품다양성 등 점포이미지 요인과 만족, 점포의 지각된 품질, 고객충성도 간의 관계를 분석하여 점포의 지각된 품질, 만족, 고객충성도 각각에 대한 점포이미지 요인을 확인하였고, 또한 점포이미지 요인이 고객충성도에 미치는 영향을 확인하였다. 연구결과로는 점포이미지 차원과 점포의 지각된 품질 관계에서 상품의 품질, 애프터서비스 및 판매촉진이 점포의 지각된 품질에 영향을 주었다. 점포이미지 차원과 만족 관계에서 상품의 품질, 판매촉진 및 상품의 다양성이 만족에 영향을 주었다. 점포이미지 차원과 고객충성도 관계에서 상품의 품질 만이 고객충성도에 영향을 주었다. 다음으로 점포이미지 차원, 점포의 지각된 품질, 만족 및 고객충성도 등 구성개념 간의 관계에서는 상품의 품질, 애프터서비스 및 판매촉진은 점포의 지각된 품질에 영향을 주었고, 상품의 품질 및 상품다양성은 만족에 영향을 주었다. 점포의 지각된 품질은 만족에 영향을 줌으로써 만족은 고객충성도에 영향을 주었다.