Relevant bibliographies by topics / Post-purchase satisfaction

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters

Academic literature on the topic 'Post-purchase satisfaction'

Author: Grafiati
Published: 10 September 2021
Last updated: 9 February 2022

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Journal articles on the topic "Post-purchase satisfaction"

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M, SAKTHIVEL MURUGAN, and SHANTHI R M. "Issues relating to purchase and post purchase behaviour." Journal of Management and Science 1, no. 3 (December 30, 2012): 226–28. http://dx.doi.org/10.26524/jms.2012.27.

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Consumer is the king and it is the consumer who determines what a business is. The wealth of products and services produced in a country make our economy strong. Almost all the products have a number of alternative supplies and the consumer should make a decision to buy products of a particular brand. Consumers make two types of purchases. Trial purchase and repeat purchases. If a consumer is induced to purchase for the first time, a smaller quantity than usual and with certain degree of hesitancy, it is termed as a product trial. In any event, the trial is the base of purchase behavior where intention is to evaluate a product through trial. On the other hand repeat purchase indicates the commitment on the part of the consumer towards the product, company and others. The purchase process marks the recognition of actual purchasing environment and its effect on the process. This is the stage where mental evaluation is translated into purchase activity at the point of purchase. The act of purchase can be affected by many factors. Time, mood, shopping experience, sales persons effectiveness, etc. But the consumer satisfaction is determined by the person’s overall feeling toward the product after purchase. Satisfaction is often determined by the degree to which a product’s performance is consistent with the consumer’s prior expectations of how well it will function. Product may be introduced by consumers into secondary markets during a process of lateral cycling. The purchase and post purchase are the last two stages of consumer decision making.While the purchase stage is more crucial from the manufacturers or marketer’s perspective, the post purchase behavior indicates the ultimate satisfaction perceived by consumers and has implications for marketers as a determinant of future purchase decisions.
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Shcherba, O. I. "A CONSUMER BEHAVIOR: THE IMPACT OF POST-PURCHASE SATISFACTION AND POST-PURCHASE DISSONANCE." Habitus, no. 20 (2020): 20–25. http://dx.doi.org/10.32843/2663-5208.2020.20.2.

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Worland, Merrill, Catherine Black, and Charles Freeman. "Pre-purchase and post-purchase apparel satisfaction of female skiers and snowboarders." International Journal of Fashion Design, Technology and Education 10, no. 2 (October 24, 2016): 200–208. http://dx.doi.org/10.1080/17543266.2016.1246619.

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Shahin Sharifi, Seyed, and Mohammad Rahim Esfidani. "The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty." International Journal of Retail & Distribution Management 42, no. 6 (June 3, 2014): 553–75. http://dx.doi.org/10.1108/ijrdm-05-2013-0109.

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Purpose – The purpose of this paper is to study how relationship marketing can reduce cognitive dissonance in post-purchase stage and, thereby, increase customer satisfaction and encourage loyalty under mediating roles of trust and cognitive dissonance. Design/methodology/approach – Based on a survey on consumers of cell phones, the authors tested the effects of relationship marketing on cognitive dissonance and then customer satisfaction, behavioural, and attitudinal loyalty, using structural equation modelling. Findings – The results indicate that, thanks to relationship marketing, consumers undertook less cognitive dissonance in post-purchase stage. Thus, as consumers faced less cognitive dissonance, they represented more satisfaction and thereby behavioural and attitudinal loyalty. Additionally, the study confirmed the mediating role of trust and cognitive dissonance. Practical implications – The results show that when brands and retailers make their ties with their customers stronger and encourage trust, they can discourage cognitive dissonance in post-purchase stage and thereby encourage customer satisfaction and behavioural and attitudinal loyalty. Originality/value – Literature on post-purchase behaviour and cognitive dissonance shows how cognitive dissonance can reduce post-purchase satisfaction. Our research adds to the literature of both relationship marketing and post-purchase behaviour.
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Mugge, Ruth, Hendrik N. J. Schifferstein, and Jan P. L. Schoormans. "Product attachment and satisfaction: understanding consumers' post‐purchase behavior." Journal of Consumer Marketing 27, no. 3 (May 4, 2010): 271–82. http://dx.doi.org/10.1108/07363761011038347.

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Chae, Myung-Hee, Catherine Black, and Jeanne Heitmeyer. "Pre-purchase and post-purchase satisfaction and fashion involvement of female tennis wear consumers." International Journal of Consumer Studies 30, no. 1 (January 2006): 25–33. http://dx.doi.org/10.1111/j.1470-6431.2005.00434.x.

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Nawi, Noorshella Binti Che, and Abdullah Al Mamun. "Customer satisfaction of online apparel businesses in Malaysia: point-purchase and post-purchase comparison." International Journal of Business Innovation and Research 12, no. 3 (2017): 386. http://dx.doi.org/10.1504/ijbir.2017.082093.

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Al Mamun, Abdullah, and Noorshella Binti Che Nawi. "Customer satisfaction of online apparel businesses in Malaysia: point-purchase and post-purchase comparison." International Journal of Business Innovation and Research 12, no. 3 (2017): 386. http://dx.doi.org/10.1504/ijbir.2017.10002772.

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Ju, Naan, Jee Sun Park, and Kyu Hye Lee. "Market Mavenism and Post-Purchase Satisfaction/Dissatisfaction of Apparel Shoppers." International Journal of Costume and Fashion 14, no. 2 (December 31, 2014): 51–65. http://dx.doi.org/10.7233/ijcf.2014.14.2.051.

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Cao, Yingxia, Haya Ajjan, and Paul Hong. "Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction." Asia Pacific Journal of Marketing and Logistics 30, no. 2 (April 9, 2018): 400–416. http://dx.doi.org/10.1108/apjml-04-2017-0071.

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Purpose The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research. Design/methodology/approach Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling. Findings The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China. Research limitations/implications This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time. Practical implications This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries. Originality/value The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.
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Dissertations / Theses on the topic "Post-purchase satisfaction"

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Mouri, Nacef. "A CONSUMER-BASED ASSESSMENT OF ALLIANCE PERFORMANCE: AN EXAMINATION OF CONSUMER VALUE, SATISFACTION AND POST-PURCHASE BEHAVIOR." Doctoral diss., University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2326.

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Strategic alliances have become a recognized strategy used by firms in the pursuit of their diverse organizational objectives. Consequently, the literature on alliances is replete with research investigating the value strategic alliances generate for participating organizations. Strategic alliances have been shown to contribute to firm value through numerous sources, including scale economies, effective risk management, cost efficient market entries, and learning from partners. Largely overlooked in the literature however, are issues investigating the relationship between strategic alliances and one of the organization's most important constituents, the consumer. Questions such as how the consumer reacts to inter-firm alliances, how strategic alliances impact consumer value, satisfaction, and customer post-purchase behavior have yet to be answered. This lacuna has been recently highlighted by prominent researchers in the discipline (Rindfleisch and Moorman 2003). Focusing on marketing alliances, the present dissertation attempts to address this gap in the alliance literature by advancing and testing a theoretical framework examining consumers' cognitive, affective, and behavioral reactions to organizational strategic alliances. The dissertation also contributes to the satisfaction literature. Scholars in this area have traditionally viewed satisfaction as a cognitive response to the comparison of actual consumption experiences with some comparison standard (confirmation/disconfirmation paradigm). Recently however, there have been increasing calls for satisfaction measures to capture not just how the customer thinks the product performed relative to the comparison standard, but also the resulting customer emotion. The study provides additional support of an affective route to customer satisfaction, particularly when customer hedonic value is enhanced. Moreover, the association between customer satisfaction and behavioral outcomes is also examined. While prior research shows that satisfaction is positively related to loyalty and word of mouth and negatively related to intentions to switch, it was found that these relationships are even stronger in the presence of alliances. The results of this dissertation provide important theoretical and managerial insights. The strategic alliance literature is enhanced insofar as this is the first effort aimed at investigating the impact of strategic alliances on the consumer. The study examines the relationship between marketing alliances and customer value, particularly utilitarian and hedonic value, as well as the moderating role of alliance type (functional or symbolic) in this relationship. From a managerial perspective, engaging in strategic alliances is strategically critical and costly. By providing insight into how alliances enhance consumer value, and how in turn value enhancement is related to customer satisfaction and behavioral outcomes, the present research will help managers make more appropriate and better-informed alliance decisions.
Ph.D.
Department of Marketing
Business Administration
Business Administration: Ph.D.
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Hoang, Vinh. "Swedish tourists’ perceptions, satisfactions and behavioral intentions toward Thailand Destination. A study based on the post-purchase stage." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25305.

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To explore the destination images of Thailand as a tourist destination from the point of view of Swedish Generation X tourists in Västerås by examining their satisfaction/dissatisfaction and behavioral intentions after traveling to Thailand. To test the theoretical DI formation and interrelationships of those components. A qualitative research approach with in-depth interviews to collect empirical date derived from respondents’ first-hand experiences. Destination Image Theory was used as a background and Content Analysis Approach was used to analyze data.  Thailand was perceived positive and negative by Swedish generation X tourists in Västerås. They were satisfied with their stay at Thailand. After traveling to Thailand, most of them would like to revisit Thailand, but few of them want to travel to new destination. All of them are willing to tell friends or relatives about their experiences in Thailand.
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Jaafar, Siti Nurafifah. "The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry." Thesis, University of Surrey, 2010. http://epubs.surrey.ac.uk/800042/.

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Liao, Ying-Chun, and 廖尹駿. "A Study of the Influence among Product Knowledge, Hesitation, post-Purchase Satisfaction, and post-Purchase Regret - A Case Study of Smartphone." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ewafu4.

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碩士
真理大學
企業管理學系碩士班
103
According to the complicated, considerate and various functions of products, the consumer preference, product knowledge and hesitation may influence the result of post-purchase evaluation. But there is less previous research making discussion on the direct effect from consumer preference, product knowledge and hesitation to post-purchase satisfaction. Thus this research focuses on exploring the impact of consumer preference, product knowledge, hesitation to satisfaction and the influence of satisfaction on post-purchase regret. This study conducts experiment method to demonstrate the information of product, manipulate the post-purchase regret (high/low) from word of mouth and then measure these observation variables. The results show that the higher consumer preference cases higher satisfaction and the lower post-purchase regret. The higher product knowledge cases higher satisfaction and the higher hesitation lead to lower satisfaction. If the customer feels more satisfied then he will fell less post-purchase regret. Finally, in order to increase customer satisfaction of post-purchase, the marketing manager can provide sufficient product information for the customer to increase consumer preference, product knowledge and decrease the hesitation.
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Kao, Huan-Yu, and 高奐宇. "After Impulse Buying: The Effects of Post-Purchase Justification on Consumer Satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/51043564177876720763.

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碩士
國立交通大學
管理科學系所
95
This study investigates the consumer satisfaction after impulse buying. Reason provided is the main factor used to investigate the relationship. We also study related factors which may influence the association: mood prior to purchase and tendency to regret. The paper observes this issue in a cognitive dissonance perspective and focuses the observation on the internet environment. We use mood-manipulated pictures and impulse-stimulated scenario to conduct the experiment. The results showed that sufficient numbers of reason provided was an important role which influenced consumer satisfaction after impulse buying. There was no significant relationship between mood prior to purchase and satisfaction. Mood prior to purchase did not moderate the interrelationship between reason provided and satisfaction. However, tendency to regret moderate the relationship between reason provided and satisfaction. The numbers of reason provided have different meanings for people with a high tendency to regret and with a low tendency to regret.
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CHEN, WEI-HSIN, and 陳維新. "The Research of Boxing Gym Service Quilty , Satisfaction and Post-Purchase Behavior." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/325v5y.

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碩士
朝陽科技大學
休閒事業管理系
106
The purpose of this study was to investigate the relationship between service quality, satisfaction and post-consumer behavior of boxing gyms members.For achieving research goals, questionnaire inquisition with scale of service quality, satisfaction, and post-purchase behavior were applied, aiming at members of boxing gyms in Taipei, New Taipei City, Taoyuan and Taichung City. There were 372 valid questionnaires collected. Research data were examined by descriptive statistics, t-tests, single factor variable analysis, and multiple regression analysis. The results were presented as below: Most members of the boxing gym were male, years 21 to 40, unmarried, with bachelor degree or above, engage in business services; their income was among NT 30,000 to 50,000 each month. Furthermore, they were joined because friends introducing or information from the internet.The average value of service quality and satisfaction was above level “agreement” , but the value of post-consumer behavior was between level “no opinion” and “agreement”, indicating that there was room for boxing gym to improve. The relationships among service quality, satisfaction and post-consumption behavior of boxing gyms was significant different.The reliability of service quality was the most explanatory factor to satisfaction, and the other order was tangible, caring and authentic. The reliability of service quality was the most explanatory factor to post-consumer behavior, and the others are authentic and tangible. Satisfaction was most explained by the venue facilities for post-consumer behavior, followed by price, safety and hygiene. The conclusions were that the boxing gyms should open up the market for women and public officials, and conduct systematic staff training to understand the post-consumer behavior of members from daily interactions.To improve the members' post-consumer behavior, box gyms could make marketing plans such as theme activities, or increase the number of practice days to raise members loyalty. In order to operate for a long time, the boxing gyms needed to set a reasonable price, maintain a safe and healthy consumption environment, and indeed recognize the post-consumer behavior of members.
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Liao, Wei-Hsin, and 廖為新. "The Effects of Disconfirmation and Post-purchase Word-of-Mouth on Customer Satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/79967789187634547610.

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碩士
國立交通大學
管理科學系所
95
This research examined the effects of disconfirmation and post-purchase word-of-mouth (WOM) on customer satisfaction. Disconfirmation, the customers’ subjective perceived discrepancy between expectations and performance, has been confirmed in much previous research to have a positive influence on satisfaction. Post-purchase WOM in this research was defined as the WOM which consumers received after a purchase. This research used an experimental situation of hostel service to evaluate the effect of disconfirmation again and then examined whether customers would change their satisfaction evaluations after being exposed to post-purchase WOM. The results revealed that positively disconfirmed participants have the highest satisfaction followed by confirmed participants, and then negatively disconfirmed participants who have the lowest satisfaction. Post-purchase WOM did influence customer satisfaction and further, disconfirmation moderated its effect on satisfaction. Post-purchase WOM did not significantly influence satisfaction in negative disconfirmation. When experiencing positive disconfirmation, participants who received WOMCP, which indicated that others’ perceived product performance was consistent with theirs, after a purchase had higher satisfaction than those who had not received any WOM. On the contrary, when experiencing positive disconfirmation, participants who received WOMAP, which indicated that others’ perceived product performance was better than theirs, after a purchase had lower satisfaction than those who had not received any WOM. Moreover, in zero disconfirmation, both participants who received WOMCP and WOMAP after a purchase felt more satisfied than those who had not received any WOM. Finally, according to the results, the author provided some explanations and suggestions for marketers.
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Liu, Dian-Ke, and 劉典科. "Public’s Involvement,Experiential Marketing,Satisfaction and Post-Purchase Behavior in Mobile Healthcare Participation." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/95512677994655451006.

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碩士
國立中正大學
企業管理研究所
102
Thanks to the advancement of high technology, the wireless medical information system has been recognized as one of the most beneficial tools that improves medical benefits. The “mobile healthcare” in Chiayi County has been providing medical services to over 100 thousand people for almost a decade. The pioneering “mobile healthcare” do not only provide basic medical care but also implement various health screening at policy level. Nevertheless, mobile healthcare is a life-saving business, as well as one of the medical brands of the public sector; subsequently the public usually has high expectations and legal requests for it. In this study, the academic research is adopted to discuss the general situation of the public’s reviews of mobile healthcare, satisfaction after experiencing the services and the public’s post-behavior. It is expected that the research results can help improve the overall mobile healthcare and health screening projects. Questionnaire survey was carried out in this research and data analysis methods such as descriptive statistics, reliability analysis, factor analysis, correlation analysis and regression analysis were employed to analyse the total 457 valid samples. The summary of the results are: i.The analysis of demographic variables suggests that except for gender, there are significant discrepancies in other variables such as age, education, occupation, place of residence, personal income, the number of attendance times, items of participating and the patient’s escort’s research perspectives. ii.The results of correlation analysis show that there are significant relations between involvement and experiential marketing, satisfaction and post-behavior. iii.According to the regression analysis, the results represent that the “attraction” of involvement has notable effects on experiential marketing, which also has significant effects on some of the perspectives in experiential marketing, such as satisfaction and post-behavior. satisfaction also affect “loyalty” of post-behavior noticeably.
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Tenchavez, Francis Simon G., and 涂志聖. "Customer Satisfaction and Post-purchase Behavior The Case of Starbucks Coffee in the Philippines." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/91488194017037013294.

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碩士
南台科技大學
企業管理系
98
Starbucks is one of the most successful coffee chain stores in the world. This paper would like to study the Filipino consumers’ satisfaction levels with Starbucks’ products, service, image, and surroundings, and find out whether there is a relationship between their satisfaction levels and post-purchase behavior, namely, word of mouth, loyalty, and repurchase. This study involves a survey comprised of four parts; the customer’s expectations, the customer’s perception, the post-purchase behavior, and the demographics. There were 200 respondents in this study coming from five different cities in the capital of the Philippines. The surveys were carried while the customers were inside the Starbucks coffee shops. The data was analyzed by using reliability analysis, Paired-sample T-test, Factor Analysis, and Pearson Correlation. The results of this study were then used to formulate recommendations on how to improve the service of Starbucks. The results show that in the products section the variables with the big gap between expectations and perceptions are “freshness” and “quality”. Starbucks should try to improve the quality of their products and how they are being served to the customers. In terms of Service, the variable that has the biggest gap is “customer service”. This means that Starbucks must try to do more in serving their customers in order to compete better with other competitor coffee shops. Customer service is significantly related to word of mouth and repurchase intention, which means that the better perceived customer service the more likely to tell others about a good experience in Starbucks, and be more willing to try out Starbucks’ other products. In terms of Starbucks’ Surroundings, there are three variables with big gap between customer expectations and perceptions. The first one is with unique experience. The results of Pearson Correlation show that the more unique the customer experienced the more likely to go to Starbucks again and the more likely to tell other people about a good experience in Starbucks. The second variable is “clean and organized surroundings”. This variable has a strong correlation with the customers’ word of mouth and trying other products. Thus, to improve this area, Starbucks might have to make sure that once customers leave the table, some baristas are there ready to clean the table and arrange the chairs for the next customers. This is important especially during peak hours when there are a lot of customers. The last variable is “quiet”. In the Philippines, many students and office workers go to Starbucks to study or have meetings. Given this, Starbucks might want to have a quiet zone in their shops so those people who want to study or have a meeting can have a quiet place.
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Hsieh, Yi-Chieh, and 謝宜潔. "A Study of the Customer Satisfaction and Post-purchase Behavior on Tienwei Highway Garden." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/95752028811881481354.

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Books on the topic "Post-purchase satisfaction"

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Schmidt, Toni. Shopper Behavior at the Point of Purchase: Drivers of in-Store Decision-Making and Determinants of Post-Decision Satisfaction in a High-Involvement Product Choice. Lang GmbH, Internationaler Verlag der Wissenschaften, Peter, 2016.

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Book chapters on the topic "Post-purchase satisfaction"

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Rezaei, Sajad, Srikaanth Sivasubramaniam, and Ree C. Ho. "Post-Purchase Apps Usage Attitudes." In Apps Management and E-Commerce Transactions in Real-Time, 194–209. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2449-6.ch009.

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The importance of relationship between customer and retailer has become prevalent in the ever-increasing competitive online market. The customers buying process often begin with the downloading of the required Apps in relation to the products they intended to purchase. Hence, customer satisfaction depends on customers' post-purchase evaluation on their experience with the use of the Apps. The aim of this chapter is to conceptualize the apps usage for online shopping, by examining the role of trust and satisfaction gained from the market interaction between the customers and retailers. Customers rely heavily on the information as well as the experiences encountered from the use of the apps. The retailers need to gain insights from the customer's perspective on the apps usage in order to improve customer relationship. This has impact on retailers' marketing efforts for winning the customers' loyalty.
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Nawi, Noorshella Che, Arthur Tatnall, and Michelle W. L. Fong. "Online Customer Satisfaction at Point-of-Purchase and Post-Purchase Phases." In Advances in Marketing, Customer Relationship Management, and E-Services, 216–28. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4864-7.ch014.

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Consumers worldwide are showing great interest in e-commerce and many believe that e-commerce plays a significant part in the global economy. Selling apparel online is one example of this e-commerce impact. Although many studies investigated satisfaction in an online shopping setting, none of these studies examined it distinctly at point-of-purchase and post-purchase phases. Hence, this study proposes an improved model for measuring customer satisfaction by considering it at point-of-purchase phase and post-purchase phase.
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Kabade, Manasi Prasad, and Nandita Beria. "A Study on Consumer Satisfaction Towards Apple Smartwatches." In Advances in Marketing, Customer Relationship Management, and E-Services, 280–97. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-5690-9.ch013.

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The focus of the present study is to gain knowledge about the different types of smartwatches with the help detailed mind and mood analysis of the consumers based on the factors influencing the consumers to prefer the Apple brand including the social and cultural factors and the problems faced by them on using other brands. Mind and mood analysis of the consumers included the understanding of social and cultural complexities during the process of buying the product and the post-purchase behavior. The process of buying a smartwatch started form exposure to a stimulus depending on the need and wants of the consumers and the attention was drawn. The learning process of the consumers about the brand or the product which later creating a perception in their minds, developing positive or negative attitude, resulting in a conative behavior, eventually resulting in the purchase of the product and may also result in the repeat purchase, leading to a habit formation, which later reinforce in brand preference, resulting in brand loyalty.
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Sánchez-Fernández, María Dolores, Daniel Álvarez-Bassi, and José Ramón Cardona. "Similarities and Differences Between Word-of-Mouth and Electronic Word-of-Mouth." In Encyclopedia of Organizational Knowledge, Administration, and Technology, 1625–37. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-3473-1.ch111.

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To compare both concepts, the causative variables of recommendations generation will be analysed in one of the most important economic activities, the tourism sector. Tourism literature recognizes the importance of emotions, satisfaction and post-purchase behaviour, and diverse studies show emotions as antecedent of satisfaction and behavioural intentions. Some studies have found a positive relationship between satisfaction and the intention to recommend, but other authors raise doubts about the existence of this relationship.
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Wong, Ho Yin, and Anthony Perrone. "The Antecedents of Word-of-Mouth Behaviour." In Strategic Marketing in Fragile Economic Conditions, 185–202. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6232-2.ch010.

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The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.
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Ihtiyar, Ali, and Osman Nuri Aras. "Experiential Marketing." In Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior, 108–32. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2220-2.ch005.

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The purpose of this study is to examine the influence of experiential marketing on experiential values of young customers and respectively on their satisfaction and word of mouth, intention to pay more and revisit. Primary data were gathered through questionnaires conducted with 489 respondents to examine young customers' experiences in well-known grocery retails in Phnom Penh, Cambodia. Structural equation modelling using partial least square (PLS) method results were adequate in terms of reliability and validity. Empirical results revealed that some of strategic experiential modules and service quality perceptions of young customers have positive influences on customer experiences (functional and emotional). This research contributes to shed light on the role of shopping experiences of young retail consumers on experiential values, customer satisfaction, and post-purchase attitudes. It is anticipated that by filling this knowledge gap, strengthening retail-shopping strategies, which require an adjustment in the current business environment, can be developed.
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