دانلود مقاله ISI انگلیسی شماره 39848
عنوان فارسی مقاله

ارزش مشتری و وفاداری مشتری: آیا رقابت پیوند گم شده است؟

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
39848 2015 10 صفحه PDF سفارش دهید 7810 کلمه
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
Customer value and customer loyalty: Is competition a missing link?
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Retailing and Consumer Services, Volume 22, January 2015, Pages 107–116

کلمات کلیدی
ارزش مشتری - وفاداری مشتری - رقابت - زوج - برخورد سرویس
پیش نمایش مقاله
پیش نمایش مقاله ارزش مشتری و وفاداری مشتری: آیا رقابت پیوند گم شده است؟

چکیده انگلیسی

This study is aimed at providing an insight into the effects of competition on customer value delivery for customer loyalty. Data were collected using a questionnaire on dyads of service employees and customers. The techniques of ANOVA, ordinary least squares, and logistic regression were used to analyze the dyad data in terms of research purposes. Results show that competition is a moderator of the relationship between customer value and customer loyalty from the consumer perspective. Also, competition is a predictor of customer loyalty from the employee perspective. Insights into this asymmetry in the view on competition between employees and consumers are found. Findings of the moderating effects of competition on the customer value-customer loyalty relationship suggest the significance of competition in the service encounter. In addition, this study found that the predictive validity of the loyalty model for consumers is significantly higher than that for employees. This finding suggests that the factors driving customer loyalty are better captured from the consumer perspective. Findings of the impact of competition on the consumer’s experience of different types of value provide insights as to where to invest in generating customer value to achieve desired customer loyalty. This study also suggests to managers how service employees could be recruited and managed to achieve a service competitive advantage. This study extends our understanding of the customer value–customer loyalty relationship by uncovering the significant role of competition from a dyadic viewpoint.

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