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Sample records for motivations functional loyalties

  1. Developing high-performance cross-functional teams: Understanding motivations, functional loyalties, and teaming fundamentals

    Miller, M.A.

    1996-08-01

    Teamwork is the key to the future of effective technology management. Today`s technologies and markets have become too complex for individuals to work alone. Global competition, limited resources, cost consciousness, and time pressures have forced organizations and project managers to encourage teamwork. Many of these teams will be cross-functional teams that can draw on a multitude of talents and knowledge. To develop high-performing cross-functional teams, managers must understand motivations, functional loyalties, and the different backgrounds of the individual team members. To develop a better understanding of these issues, managers can learn from experience and from literature on teams and teaming concepts. When studying the literature to learn about cross-functional teaming, managers will find many good theoretical concepts, but when put into practice, these concepts have varying effects. This issue of varying effectiveness is what drives the research for this paper. The teaming concepts were studied to confirm or modify current understanding. The literature was compared with a {open_quotes}ground truth{close_quotes}, a survey of the reality of teaming practices, to examine the teaming concepts that the literature finds to be critical to the success of teams. These results are compared to existing teams to determine if such techniques apply in real-world cases.

  2. Motivation and consumer behaviour in the context of loyalty programs

    Klára Mrkosová

    2012-01-01

    Full Text Available The paper introduces the partial results of the marketing research on loyalty programs. The aim was to identify the reasons that lead consumers to participate in loyalty programs and the benefits that are the main motivators for participation in the loyalty program. Respondents had the opportunity to create a loyalty program as they wish. The aim of this paper was also to prove the popularity of loyalty programs based on the principles of the deferred compensation.

  3. Visitors’ Motivations, Satisfaction and Loyalty Towards Castro Marim Medieval Fair

    Iolanda Márcia Barbeitos

    2014-03-01

    Full Text Available The study tests the relationship between motivation, satisfaction, and loyalty using a structural equation model. Data have been collected through a questionnaire applied to visitors attending a local festival, Castro Marim Medieval Fair, which hosts every year between 45.000 and 60.000 visitors. Results show that satisfaction towards controlled variables of the event within the venue’s boundaries, such as animation, gastronomy, and handicraft, influences visitors’ overall satisfaction towards the event. On the other hand, they also reveal a direct relationship between overall satisfaction and loyalty. The study contributes to a better understanding of visitors’ behaviour and provides useful guidance to festival ideation and design.

  4. Assessing Learner Satisfaction by Simultaneously Measuring Learner Attitude, Motivation, Loyalty and Service Quality in English Academies

    Huong, Vu Thi; Casadesus, Marti; Marimon, Frederic

    2017-01-01

    The aims of this study are threefold in their approach to English academy teaching: (i) to assess learner satisfaction, (ii) to assess the impact of satisfaction on loyalty and (iii) to assess the three constructs that we considered to be the antecedents of learner satisfaction: learner motivation, learner attitude and service quality. To collect…

  5. Relationship between Service Quality, Satisfaction, Motivation and Loyalty: A Multi-Dimensional Perspective

    Subrahmanyam, Annamdevula

    2017-01-01

    Purpose: This paper aims to identify and test four competing models with the interrelationships between students' perceived service quality, students' satisfaction, loyalty and motivation using structural equation modeling (SEM), and to select the best model using chi-square difference (??2) statistic test. Design/methodology/approach: The study…

  6. THE ECOLOGICAL MOTIVATION OF TOURISTS AS A DETERMINANT OF THE TOURISTS’ LOYALTY

    Majda Bastič

    2011-02-01

    Full Text Available Despite the significant impact of environment on the attractiveness of tourist destination, environmental stewardship is not always the top priority in the hotel industry as one of the most energy-intensive sectors of the tourism industry which contributes to the increasing quantity of air pollutants. Therefore, this study investigates the impact of ecological pull motives and service quality on the tourists’ loyalty to eco-hotels. The tourists spent their holidays in Austrian hotels with ecolabel and in Slovenian hotels were targeted and a total of 611 tourists participated in the study. The study reveals that the perceived service quality and ecobehaviour of hotel staff are the main determinants of the tourists’ loyalty. The comparison analysis between Austrian and Slovenian hotels indicates that the guests of Austrian hotels with ecolabel are more loyal and ecologically motivated than guests of Slovenian hotels without ecolabel.

  7. Do emotional and functional customer experiences influence customer satisfaction, recommendation and loyalty?

    Claeys, Christel; Roozen, Irene

    2012-01-01

    This paper investigates whether both the functional and the emotional component of customer experiences contribute to customer satisfaction, recommendation and loyalty. The research is conducted in two different contexts: hedonic experiences and services. The research results show that both components explain satisfaction, recommendation and loyalty of the customers, however the impact differs according to the context of the experience. A negative functional experience is significantly more s...

  8. Destination Motivation, Cultural Orientation, and Adaptation: International Students' Destination-Loyalty Intention

    Jamaludin, Nor Lelawati; Sam, David Lackland; Sandal, Gro Mjeldheim

    2018-01-01

    This study aims to understand factors predicting destination-loyalty intention in international education. A sample of 378 long-term (n = 195) and short-term (n = 183) international students participated in the study carried out in 2014 through an on-line survey at the University of Bergen, Norway. Using a series of hierarchical regression…

  9. Functional Store Image and Corporate Social Responsibility Image: A Congruity Analysis on Store Loyalty

    Jamaliah Mohd. Yusof; Rosidah Musa; Sofiah Abd. Rahman

    2011-01-01

    With previous studies that examined the importance of functional store image and CSR, this study is aimed at examining their effects in the self-congruity model in influencing store loyalty. In particular, this study developed and tested a structural model in the context of retailing industry on the self-congruity theory. Whilst much of the self-congruity studies have incorporated functional store image, there has been lack of studies that examined social responsibility i...

  10. GREEN KEY AS A MOTIVATING FACTOR FOR STAFF LOYALTY AND SATISFACTION

    Mozgov, Maxim

    2017-01-01

    This thesis is connected to staff motivation: which kind of motivation tools motivate employees, and does the Green Key motivate employees to work in the organization which is holding this eco label. The main goal of the thesis was determine the influence of the Green Key on motivation and sustainable development. The objectives of the thesis were to find out which motivational factors are present in the current hotel for employees to perform their job better. Which motivational factors are t...

  11. Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

    2010-04-01

    This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance.

  12. LOYALTY AND THE MILITARY PROFESSION

    2017-04-06

    required to suppress competing emotions of right and wrong in battle. Since loyalty motivates Soldiers to act in a particular way, Connor also provides...given. Therefore, a sound understanding of loyalty is essential to understanding its role in the profession of arms. Ten readings from various...sound understanding of loyalty is essential. This research paper presents an approach by offering 10 readings to provide a substantial

  13. When Does Salespeople’s Customer Orientation Lead to Customer Loyalty? : The Differential Effects of Relational and Functional Customer Orientation

    Homburg, Christian; Müller, Michael; Klarmann, Martin

    2010-01-01

    Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation? While previous research has largely neglected this question, this study investigates contextual influences on the link between customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation by distinguishing functional customer orientation and relational customer orientation. It then investigates which t...

  14. Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store

    hashem aghazade

    2016-12-01

    Full Text Available Considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – Digi-Kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. As a practical-descriptive, research, electronic questionnaires were distributed among customers of Digikala , In which, functions of internet shopping system have been linked into three stages; before- purchase, during-purchase, after-purchase, and its relations with electronic loyalty and satisfaction have been estimated using structural -equations method. Based on the results, satisfaction of E-CRM's functions affected electronic loyalty and satisfaction. Also, satisfaction of during-purchase and after-purchase functions affected electronic satisfaction. However, the, effect of satisfaction in before-purchase functions in the electronic relation system has not been proven on satisfaction electronic customer's. Furthermore, the effect of satisfaction in system's functions in the whole stages has been proven on loyalty electronic.

  15. Functional forms of the satisfaction-loyalty intention and satisfaction willingness-to-pay relationships in a new product context

    Tudoran, Ana Alina; Olsen, Svein Ottar

    2012-01-01

    with higher-order constructs. The data consists of 1153 consumers randomly selected to participate in three new producttesting surveys. The results how evidence in favour of a nonlinear function with increasing marginal returns between S and LI and the linear functional form of the relationship between S......This study addresses the kinds of relationship that link satisfaction (S), loyalty intention (LI) and willingness-to-pay (WTP) within the context of three new food products. The article presents a comparative evaluation of the linear and nonlinear specifications using structural equation modelling...... and WTP. This study discusses implications for sales forecasting and for the decision to allocate resources in order to reach moderately or completely satisfied consumers....

  16. School Choice, Brand Loyalty and Civic Loyalty

    Healy, Mary

    2007-01-01

    Applying a philosophical perspective to the concept of loyalty, I consider how the commodification of education may affect the ties between people. Using both theories of brand loyalty and Albert Hirschman's distinction between exit and voice, I examine how human loyalties may be formed in general and also in the field of education. I conclude…

  17. The Impact of value equity and brand equity on loyalty : an empirical investigation in retail banking

    Ivanauskienė, Neringa; Auruškevičienė, Viltė

    2013-01-01

    The scientific analysis of the concept of customer loyalty leads to assertion that the loyalty theory cannot be treated separately from the service quality theory and the branding theory, and the research of loyalty factors, despite their abundance, has not yet revealed an overall approach towards the causalities of loyalty. The research problem is related to how functional value and brand value affect the loyalty of retail banking customers. The object of the research is the loyalty based on...

  18. Building Company Loyalty System

    Haniková, Alžběta

    2010-01-01

    The thesis discusses the importance of loyal customers, and loyalty system as a tool for building loyalty. It defines loyalty and customer satisfaction, it deals with the issue of customer retention. It describes the history and types of loyalty programs, important factors for deciding on their implementation and problems associated with them. The practical part is concerned with the clothing market, Orsay company and its Orsay Club loyalty systeme. The work also includes a survey of the loya...

  19. Computer Games Functioning as Motivation Stimulants

    Lin, Grace Hui Chin; Tsai, Tony Kung Wan; Chien, Paul Shih Chieh

    2011-01-01

    Numerous scholars have recommended computer games can function as influential motivation stimulants of English learning, showing benefits as learning tools (Clarke and Dede, 2007; Dede, 2009; Klopfer and Squire, 2009; Liu and Chu, 2010; Mitchell, Dede & Dunleavy, 2009). This study aimed to further test and verify the above suggestion,…

  20. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  1. Motivational Function of Plans and Goals

    Sabina Alispahić

    2013-10-01

    Full Text Available The academic literature shows that by helping tune out distractions, goals can get individuals' to try harder, work longer, and achieve more. Goals that people set for themselves and that are devoted to attaining mastery are usually healthy. But goals imposed by others—sales targets, quarterly returns, standardized test scores—can sometimes have dangerous side effects (Pink, 2009. Because understanding action demands understanding intention, the idea of motivation is natural and readily expressed in everyday language. Cognitive mental events like goals and expectancies can function as a “spring to action”, a moving force that energizes and directs action in purposive ways (Reeve, 2005. Cognitive studies of motivation are dealing with relationship between cognition and action. Literature is indicating a few cognitive elements that can have motivational significance. The article presents the overview of theory and research about the motivational function of plans and goals, according to Goal setting theory (Locke & Latham, 1990 and Self-determination Theory (Deci & Ryan, 2000. Suggestions for additional research are also indicated.

  2. The ambiguities of loyalty.

    Condon, Barbara Backer

    2013-10-01

    Loyalty is a complex notion. Recognizing moments of loyalty in nursing can encourage pride in the profession and thereby assist in elevating nursing as a profession. If nurses can appreciate the complexities involved in loyalty, this knowing might assist them in understanding personal struggles with loyalty when they arise and may also help in the understandings-misunderstandings that can occur when a breach of loyalty is felt. In this column, this complexity is discussed. Loyalty as a part of living quality is also highlighted in that loyalty is always choosing value priorities in co-creating living quality. Furthermore, the principles of humanbecoming are used as a guide to teaching-learning as well as recognizing loyalty in the nursing profession.

  3. Loyalty in Fashion Industry

    Frühauf, Daniel

    2014-01-01

    The aim of this thesis is to analyze customer loyalty and market fashion apparel, identify customer perception and participation in loyalty programs. Evaluate current approaches of using customer loyalty programs by the biggest fashion houses. Based on the research results suggest recommendations for creating loyalty programs on the market with fashion and clothing. The solution was used focus group methods, questionnaire probes, expert interviews, desk research and market testing, which focu...

  4. The impact of loyalty programs on customer loyalty

    Ištvancová, Dominika

    2017-01-01

    Loyalty programs are one of the tools that serve to create customer loyalty. The aim of this thesis is to determine whether loyalty programs of perfumeries and satisfaction with their impact on customer loyalty. The theoretical research summarizes the available knowledge about consumer behavior, loyalty and loyalty programs. The parfumeria market analysis in the Czech Republic and the content analysis of the MML TGI provide sufficient information about the established loyalty programs and the...

  5. [Motives and interpersonal functions of aggression].

    Ohbuchi, K

    1987-06-01

    In this review, the author theoretically and empirically examined motives and interpersonal functions of aggression. A factor-analysis of Averill's questionnaire items on anger revealed that motives involved in aggressive responses were clustered into two groups: the hostile and the instrumental. It was also clarified that an individual is likely to engage in aggression particularly when some hostile motives are evoked. Concerning the interpersonal functions, the author proposed that aggression might serve four principal goals. (1) Aggression can be generated as an avoidance response to an aversive stimulus, such as frustration, annoyance, or pain, and so on. It depends on the severity of the stimulus. It was however emphasized that aggression is also mediated by social cognition, such as an attribution of intent to a harm-doer. (2) Aggression can be used as a means of coercing the other person into doing something. An individual is likely to use such a power strategy if he/she is lacking in self-confidence or a perspective for influencing the target person by more peaceful strategies. (3) Aggression can be interpreted as a punishment when it is directed toward a transgressor. In this case, aggression is motivated by restoration of a social justice, and thus its intensity is determined by the perceived moral responsibility of the transgressor. Further, it was indicated that aggression is intensified if it is justified as a sanctional conduct against the immoral. (4) Aggression can be also evoked when an individual's social identity is threatened. It was suggested that impression management motives are involved in aggression by an unexpected finding that the presence of audience or the identifiability rather facilitated retaliative aggression. The aggression-inhibition effect of apology was also explained in terms of impression management. In conclusion, it was presented that aggression is a behavioral strategy as an attempt to resolve interpersonal conflicts

  6. Predicting athletes' functional and dysfunctional emotions: The role of the motivational climate and motivation regulations.

    Ruiz, Montse C; Haapanen, Saara; Tolvanen, Asko; Robazza, Claudio; Duda, Joan L

    2017-08-01

    This study examined the relationships between perceptions of the motivational climate, motivation regulations, and the intensity and functionality levels of athletes' pleasant and unpleasant emotional states. Specifically, we examined the hypothesised mediational role of motivation regulations in the climate-emotion relationship. We also tested a sequence in which emotions were assumed to be predicted by the motivational climate dimensions and then served as antecedents to variability in motivation regulations. Participants (N = 494) completed a multi-section questionnaire assessing targeted variables. Structural equation modelling (SEM) revealed that a perceived task-involving climate was a positive predictor of autonomous motivation and of the impact of functional anger, and a negative predictor of the intensity of anxiety and dysfunctional anger. Autonomous motivation was a partial mediator of perceptions of a task-involving climate and the impact of functional anger. An ego-involving climate was a positive predictor of controlled motivation, and of the intensity and impact of functional anger and the intensity of dysfunctional anger. Controlled motivation partially mediated the relationship between an ego-involving climate and the intensity of dysfunctional anger. Good fit to the data also emerged for the motivational climate, emotional states, and motivation regulations sequence. Findings provide support for the consideration of hedonic tone and functionality distinctions in the assessment of athletes' emotional states.

  7. Brand Loyalty and Market Equilibrium

    Birger Wernerfelt

    1991-01-01

    Two concepts of brand loyalty are defined, “inertial” brand loyalty resulting from time lags in awareness, and “cost-based” brand loyalty resulting from intertemporal utility effects. Their market level implications are formally derived in a continuous time model. It is found that inertial brand loyalty leads to equilibria with price dispersion, while cost-based brand loyalty also may allow single price equilibria. In all cases, as brand loyalty vanishes, so does the difference between the av...

  8. UNDERSTANDING THE RELATIONSHIPS OF PROGRAM SATISFACTION, PROGRAM LOYALTY AND STORE LOYALTY AMONG CARDHOLDERS OF LOYALTY PROGRAMS

    Nor Asiah Omar

    2011-01-01

    Full Text Available Loyalty programs have increasingly attracted interest in both academic marketing research and practice. One major factor that has been increasingly discussed is loyalty. In this study we examine the influence of cardholders' satisfaction on loyalty (program loyalty and store loyalty in a retail context, namely, in department stores and superstores. Data were collected from 400 cardholders of a retail loyalty program in Klang Valley, Malaysia via the drop-off-and-collect technique. Structural modelling techniques were applied to analyze the data. The results indicated that program satisfaction is not related to store loyalty (share-of-wallet, share-of-visit and store preference. However, loyalty to the program (program loyalty plays a crucial intervening role in the relationship between program satisfaction and store loyalty. The study underscores the principal importance of program loyalty in the retail loyalty program.

  9. UNDERSTANDING THE RELATIONSHIPS OF PROGRAM SATISFACTION, PROGRAM LOYALTY AND STORE LOYALTY AMONG CARDHOLDERS OF LOYALTY PROGRAMS

    Nor Asiah Omar; Norzalita Abd. Aziz; Muhamad Azrin Nazri

    2011-01-01

    Loyalty programs have increasingly attracted interest in both academic marketing research and practice. One major factor that has been increasingly discussed is loyalty. In this study we examine the influence of cardholders' satisfaction on loyalty (program loyalty and store loyalty) in a retail context, namely, in department stores and superstores. Data were collected from 400 cardholders of a retail loyalty program in Klang Valley, Malaysia via the drop-off-and-collect technique. Structural...

  10. Loyalty in the Supermarket

    Cláudio Damacena

    2007-09-01

    Full Text Available Loyalty has been a hot topic in marketing management, not only for academics, but also for managers. In that sense, the main goal of this paper is to identify the variables that discriminate loyalty groups. Therefore, seven hypotheses have been proposed which might have an impact on loyalty groups. Based on discriminant analysis, the paper analyzes and discusses the data, and presents a conclusion that the more important variables on loyalty in the supermarket are affective commitment, satisfaction with its environment and value provided by supermarket experiences. Moreover, the results also indicated that the theoretical model achieved a variance in the loyalty construct of canonical R-squared = 0.78. It could be considered a good value to the final model. Final considerations and study limitations conclude the paper.

  11. An exploration of loyalty determinants in Greek wine varieties

    Krystallis, Athanasios; Chrysochou, Polymeros

    2010-01-01

    Purpose - This paper aims to provide a deeper understanding of the market structure of Greek red and white wine varieties and to measure the loyalty behaviour of frequent wine buyers in Greece. Design/methodology/approach - The study measures brand performance and loyalty of four different Greek...... wine varieties. Based on stated preference data, basic brand performance measures are estimated through Juster purchase probabilities of brand choice. To measure loyalty behaviour, the polarisation index w (phi) is used as a measure to model both loyalty to the brand name and specific wine attributes...... and their levels. Findings - The findings of the present study point to the conclusion that each one of the four Greek wine varieties under examination exhibits its own market structure and loyalty profile, whereas price, quality certification and winemaker's size seem to function as loyalty stimulators more...

  12. Loyalty in Online Communities.

    Hamilton, William L; Zhang, Justine; Danescu-Niculescu-Mizil, Cristian; Jurafsky, Dan; Leskovec, Jure

    2017-05-01

    Loyalty is an essential component of multi-community engagement. When users have the choice to engage with a variety of different communities, they often become loyal to just one, focusing on that community at the expense of others. However, it is unclear how loyalty is manifested in user behavior, or whether certain community characteristics encourage loyalty. In this paper we operationalize loyalty as a user-community relation: users loyal to a community consistently prefer it over all others; loyal communities retain their loyal users over time. By exploring a large set of Reddit communities, we reveal that loyalty is manifested in remarkably consistent behaviors. Loyal users employ language that signals collective identity and engage with more esoteric, less popular content, indicating that they may play a curational role in surfacing new material. Loyal communities have denser user-user interaction networks and lower rates of triadic closure, suggesting that community-level loyalty is associated with more cohesive interactions and less fragmentation into subgroups. We exploit these general patterns to predict future rates of loyalty. Our results show that a user's propensity to become loyal is apparent from their initial interactions with a community, suggesting that some users are intrinsically loyal from the very beginning.

  13. Flexible loyalties: How malleable are bicultural loyalties?

    Andy Y. Chiou

    2016-12-01

    Full Text Available Biculturals are individuals who are acculturated in two cultures and have dual identities. Due to this, many early discussions on biculturalism argued that biculturals may have divided loyalties between their two cultural backgrounds and the identities derived from these backgrounds. This view is further highlighted given historical and contemporary debate regarding immigrants in the European and American political arenas. These concerns illustrate two possibilities. First, that biculturals have a preference for their home or host culture, identifying one as the in-group to express loyalty towards and the other as the out-group. Second, biculturals may alternate between who they identify as their in-group depending upon the circumstances. In a particular cultural environment, a given bicultural may feel greater degrees of loyalty towards that culture, while feeling different loyalties when immersed in a different cultural environment. To-date, few empirical studies have examined these two questions in detail. We proposed two hypotheses: First, biculturals will express higher levels of loyalty for a specific culture if they have been exposed to a prime congruent with that culture than if they have been exposed to a prime associated with a different culture. Second, the magnitude of preferences expressed for the two cultures will differ depending on the cultural prime.We experimentally investigated this phenomenon in a sample of Chinese-Americans (N = 136 using a computer simulated soccer game between the United States and China. This simulation was selected in order to avoid the controversial nature of an immigration or cultural conflict scenario. Past research has shown that support for the sports team of a given country is a form of expressing loyalty. Participants were randomly exposed to one cultural priming condition (American, Neutral, Chinese using commentaries recorded in different languages: English, no commentary, and Chinese

  14. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  15. NON-FUNCTIONAL SHOPPING MOTIVES AMONG IRANIAN CONSUMERS

    Shahriar AZIZI

    2011-01-01

    Full Text Available This study aims to explore the non functional shopping motives among Iranian consumers. In addition, the effects of marital status, gender, age and residential region as an indicator for social class on the non-functional shopping motives are investigated. This paper uses a self-reported and 15 items questionnaire. The analysis is done based on 363 returned and usable questionnaires. Multivariate analysis of variance is applied for this study. MANOVA results show that marital status, gender, age and region have different significant effects on the non-functional shopping motives among Iranian consumers.

  16. Rethinking Loyalty in Business Relationships

    Ritter, Thomas; Andersen, Henrik

    This conceptual paper develops an alternative understanding of the foundation of commitment and loyalty in business relationships. It is argued that commonly used facets of commitment and loyalty depend on past behavior or expectations but do not explain the foundation of such commitment and loya......This conceptual paper develops an alternative understanding of the foundation of commitment and loyalty in business relationships. It is argued that commonly used facets of commitment and loyalty depend on past behavior or expectations but do not explain the foundation of such commitment...... and loyalty. The paper develops a relevant constructs which explain the alignment and match between customers and suppliers. The foundation of commitment and loyalty should be seen as an aggregated match of three elements: business understanding, business resources, and business interaction. The new model...... for the foundation of loyalty contributes to an understanding of loyalty and customer behavior in business markets and challenges current loyalty measurement models....

  17. Loyalty-based management.

    Reichheld, F F

    1993-01-01

    Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems.

  18. Build loyalty in business markets.

    Narayandas, Das

    2005-09-01

    Companies often apply consumer marketing solutions in business markets without realizing that such strategies only hamper the acquisition and retention of profitable customers. Unlike consumers, business customers inevitably need customized products, quantities, or prices. A company in a business market must therefore manage customers individually, showing how its products or services can help solve each buyer's problems. And it must learn to reap the enormous benefits of loyalty by developing individual relationships with customers. To achieve these ends, the firm's marketers must become aware of the different types of benefits the company offers and convey their value to the appropriate executives in the customer company. It's especially important to inform customers about what the author calls nontangible nonfinancial benefits-above-and-beyond efforts, such as delivering supplies on holidays to keep customers' production lines going. The author has developed a simple set of devices-the benefit stack and the decision-maker stack-to help marketers communicate their firm's myriad benefits. The vendor lists the benefits it offers, then lists the customer's decision makers, specifying their concerns, motivations, and power bases. By linking the two stacks, the vendor can systematically communicate how it will meet each decision-maker's needs. The author has also developed a tool called a loyalty ladder, which helps a company determine how much time and money to spend on relationships with various customers. As customers become increasingly loyal, they display behaviors in a predictable sequence, from growing the relationship and providing word-of-mouth endorsements to investing in the vendor company. The author has found that customers follow the same sequence of loyalty behaviors in all business markets.

  19. The Impact Of CRM Implementation On Customer Satisfaction, Loyalty And Organisational Profitability

    Tanas, Islam Nazier Abdelmalak

    2010-01-01

    This research investigates to what extend the customer relationship management implementation affects the customer loyalty and maintaining profitability in the food and retail industry by cultivating intrinsically motivated loyalty between customers and retailers in the current competitive environment. The former grocery retailers caught up in traditional transaction-based strategies and relied on acquisition instead of loyalty which deters customers from choosing alternative retailers by inc...

  20. Patient loyalty model.

    Sumaedi, Sik; Bakti, I Gede Mahatma Yuda; Rakhmawati, Tri; Astrini, Nidya Judhi; Yarmen, Medi; Widianti, Tri

    2015-07-06

    This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

  1. Motivational activation: a unifying hypothesis of orexin/hypocretin function.

    Mahler, Stephen V; Moorman, David E; Smith, Rachel J; James, Morgan H; Aston-Jones, Gary

    2014-10-01

    Orexins (hypocretins) are two peptides (orexin A and B) produced from the pre-pro-orexin precursor and expressed in a limited region of dorsolateral hypothalamus. Orexins were originally thought to specifically mediate feeding and promote wakefulness, but it is now clear that they participate in a wide range of behavioral and physiological processes under select circumstances. Orexins primarily mediate behavior under situations of high motivational relevance, such as during physiological need states, exposure to threats or reward opportunities. We hypothesize that many behavioral functions of orexins (including regulation of sleep/wake cycling) reflect a fundamentally integrated function for orexins in translating motivational activation into organized suites of psychological and physiological processes supporting adaptive behaviors. We also discuss how numerous forms of neural heterogeneity modulate this function, allowing orexin neurons to organize diverse, adaptive responses in a variety of motivationally relevant situations. Thus, the involvement of orexins in diverse behaviors may reflect a common underlying function for this peptide system.

  2. Consumer loyalty in retailing

    Drinić Dragana

    2014-01-01

    Full Text Available Loyal consumers are partner enterprises and they represent stable source of income. Companies are more interested in maintaining the existing consumers, rather than attracting the newones, because loyal consumers are the most valuable asset. The aim of this article is to develop an integrative conceptual framework for creating and maintaining consumer loyalty, and ,at the same time, to be based on a thorough review of the relevant literature and the current market situation . In this context, empirical research was carried out by using the survey method on a random sample of 165 respondents. Based on the research conducted, important factors that influence consumer loyalty were identified.

  3. Diet-induced obesity: dopamine transporter function, impulsivity and motivation.

    Narayanaswami, V; Thompson, A C; Cassis, L A; Bardo, M T; Dwoskin, L P

    2013-08-01

    A rat model of diet-induced obesity (DIO) was used to determine dopamine transporter (DAT) function, impulsivity and motivation as neurobehavioral outcomes and predictors of obesity. To evaluate neurobehavioral alterations following the development of DIO induced by an 8-week high-fat diet (HF) exposure, striatal D2-receptor density, DAT function and expression, extracellular dopamine concentrations, impulsivity, and motivation for high- and low-fat reinforcers were determined. To determine predictors of DIO, neurobehavioral antecedents including impulsivity, motivation for high-fat reinforcers, DAT function and extracellular dopamine were evaluated before the 8-week HF exposure. Striatal D2-receptor density was determined by in vitro kinetic analysis of [(3)H]raclopride binding. DAT function was determined using in vitro kinetic analysis of [(3)H]dopamine uptake, methamphetamine-evoked [(3)H]dopamine overflow and no-net flux in vivo microdialysis. DAT cell-surface expression was determined using biotinylation and western blotting. Impulsivity and food-motivated behavior were determined using a delay discounting task and progressive ratio schedule, respectively. Relative to obesity-resistant (OR) rats, obesity-prone (OP) rats exhibited 18% greater body weight following an 8-week HF-diet exposure, 42% lower striatal D2-receptor density, 30% lower total DAT expression, 40% lower in vitro and in vivo DAT function, 45% greater extracellular dopamine and twofold greater methamphetamine-evoked [(3)H]dopamine overflow. OP rats exhibited higher motivation for food, and surprisingly, were less impulsive relative to OR rats. Impulsivity, in vivo DAT function and extracellular dopamine concentration did not predict DIO. Importantly, motivation for high-fat reinforcers predicted the development of DIO. Human studies are limited by their ability to determine if impulsivity, motivation and DAT function are causes or consequences of DIO. The current animal model shows that

  4. What's your motivation to be pregnant? Relations between motives for parenthood and women's prenatal functioning.

    Brenning, Katrijn; Soenens, Bart; Vansteenkiste, Maarten

    2015-10-01

    Prenatal psychological adjustment is a critical predictor of postnatal maternal adjustment, which, in turn, relates to a child's psychological development. As such, it is important to examine possible correlates of women's psychological functioning during pregnancy. Grounded in self-determination theory (Deci & Ryan, 2000), the present research investigated the link between women's motives for having a child and prenatal maternal psychological adjustment. Specifically, in a sample of 208 pregnant women, we examined the relation between women's intensity (i.e., quantity) and quality of motivation for having a child and both women's social adjustment (i.e., relationship satisfaction) and personal well-being (i.e., vitality and depressive symptoms). Further, we examined psychological need satisfaction as an explanatory mechanism underlying these associations. Results showed that both intensity and quality of motivation related, either directly or indirectly via psychological need satisfaction, to women's personal well-being and relationship satisfaction during pregnancy. (c) 2015 APA, all rights reserved).

  5. MOTIVATION

    1994-01-01

    Introduction What is the difference between instrumental and integrative motivation? What kind of motivations do students have? How can our knowledge of motivation help the language learning process? Motivation can be very important in language teaching. Students can do very well when they are motivated. Teachers, with their knowledge of motivation, can make their classes more efficient and successful. Middle school teachers, in addition to learning about the English language itself, and about teaching methods, should also learn more about motivation and how this affects our students. "When we consider language teaching, motivation can be classified as either integrative or instrumental motivation" (Luxon)

  6. BİREYLERİN FUTBOL TARAFTARI OLMASINI ETKİLEYEN GÜDÜLER İLE SADAKAT ARASINDAKİ İLİŞKİ: FENERBAHÇE TARAFTARLARI ÜZERİNE BİR UYGULAMA-THE RELATIONSHIP BETWEEN MOTIVATION, WHICH PROMPTS INDIVIDUALS TO BE SOCCER FANS, AND LOYALTY: A STUDY ON FENERBAHCE FANS

    Gülberk GÜLTEKİN SALMAN

    2012-06-01

    Full Text Available Bu çalışmanın amacı, bireyleri futbol izleyicisi ve taraftarı olmaya motive eden güdüler ile, Fenerbahçe taraftarlarının takımlarına yönelik sadakati arasındaki ilişkinin incelenmesidir. Sadakat davranışsal ve tutumsal olarak iki boyut halinde incelenirken, motivasyon değişkeni 8 boyut (ekonomi, kaçış, gruba bağlılık, aile, hoş gerilim (eustress, özdeğerlilik (self-esteem, estetik ve eğlence olarak  incelenmiştir. Araştırma için 796 Fenerbahçe taraftarına anket uygulanmıştır. Motivasyon boyutları faktör analiziyle test edilip yeni 4 faktör (heyecanı paylaşım, haz alma, estetik ve eğlence yaratılırken, sadakat ile motivasyon faktörleri arasında anlamlı bir ilişki bulunmuştur. Ayrıca sadakat ve motivasyon faktörleri demografik değişkenler ile test edilmiş ve farklılıklar araştırma bulgularında belirtilmiştir.-The purpose of this study is to explore the relations between motives that impact individuals to be soccer spectators and fans and loyalty toward Fenerbahçe soccer team. Loyalty is measured in both behavioral and attitudinal dimensions; on the other hand motivation has eight dimensions including economic, escape, group affiliation, family, eustress, self-esteem, aesthetics, and entertainment. 796 Fenerbahçe fans were surveyed for this study. Motivation dimensions were included in factor analysis and four dimensions were finalized for Fenerbahçe fans including sharing excitement, having pleasure, aesthetic and entertainment. The motivation factors and loyalty have a significant relationship. Loyalty and motivation factors have also been tested with demographics and findings are included in the study.

  7. Key drivers of airline loyalty.

    Dolnicar, Sara; Grabler, Klaus; Grün, Bettina; Kulnig, Anna

    2011-10-01

    This study investigates drivers of airline loyalty. It contributes to the body of knowledge in the area by investigating loyalty for a number of a priori market segments identified by airline management and by using a method which accounts for the multi-step nature of the airline choice process. The study is based on responses from 687 passengers. Results indicate that, at aggregate level, frequent flyer membership, price, the status of being a national carrier and the reputation of the airline as perceived by friends are the variables which best discriminate between travellers loyal to the airline and those who are not. Differences in drivers of airline loyalty for a number of segments were identified. For example, loyalty programs play a key role for business travellers whereas airline loyalty of leisure travellers is difficult to trace back to single factors. For none of the calculated models satisfaction emerged as a key driver of airline loyalty.

  8. Brand loyalty in Smartphone

    Forsido, Mulugeta Z

    2012-01-01

    Abstract Problem statement – what factors determine brand loyalty in Smartphone? Purpose – The purpose of this study is to examine causal antecedent factors leading to brandloyalty in the Swedish Smartphone market Theory – theoretical review and critical analysis of academic journals related to dependantand independent variables and conceptual model is formulated. Methodology - Quantitative approach is used to quantify the relationship between dependantand independent variables based on the p...

  9. Loyalty programs and their impact on consumer

    Rothmajerová, Jaroslava

    2010-01-01

    The thesis is focused on loyalty programs. The aim of the thesis is to show how the loyalty program works by using a particular example and how it affects consumers. In the theoretical part, there is explained the position of loyalty programs in marketing. The thesis also deals with media, which use loyalty programs in marketing communication. In the practical part, the loyalty program of Nestlé is analysed, which is aimed at children as consumers. Awareness and satisfaction with loyalty prog...

  10. The case for customer loyalty.

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  11. Do Loyalty Programs Really Enhance Behavioral Loyalty? An Empirical Analysis Accounting for Self-Selecting Members

    J. Leenheer (Jorna); H.J. van Heerde (Harald); T.H.A. Bijmolt (Tammo); A. Smidts (Ale)

    2006-01-01

    textabstractOne of the pressing issues in marketing is whether loyalty programs really enhance behavioral loyalty. Loyalty program members may have a much higher share-of-wallet at the firm with the loyalty program than non-members have, but this does not necessarily imply that loyalty programs are

  12. Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members

    Leenheer, Jorna; van Heerde, Harald J.; Bijmolt, Tammo H. A.; Smidts, Ale

    One of the pressing issues in marketing is whether loyalty programs really enhance behavioral loyalty. Loyalty program members may have a much higher share-of-wallet at the firm with the loyalty program than non-members have, but this does not necessarily imply that loyalty programs are effective.

  13. Motivation.

    Chambers, David W

    2007-01-01

    Motivation is short-term focused energy. The oldest theories of motivation explain motivated activity as effort to overcome primary deficiencies, such as hunger or boredom. Such theories are difficult to apply because individuals learn idiosyncratic secondary motives as alternative ways of responding to these needs. Three prominent needs theories are discussed: Herzberg's theory of hygiene and motivational factors; McClelland's needs for achievement, power, and affiliation; and Maslow's hierarchy and theory of self-actualization. A second approach to motivation holds that individuals may be thought of as engaging in rational processes to maximize their self-interests. The presented examples of this approach include Vroom's expectancy theory, Adam's theory of inequality, and the Porter-Lawler model that addresses the question of whether satisfaction leads to high performance or vice versa. Finally, several theories of motivation as life orientation are developed.

  14. [Healthcare patient loyalty].

    Ameri, Cinzia; Fiorini, Fulvio

    2016-01-01

    If the "old economy" preached standardization of products/services in order to reduce costs, the "new economy" is based on the recognition of the needs and the management of information. It is aimed at providing better and more usable services. One scenario is a national health service with regional management but based on competition between hospitals/companies.This led to a different handling of the user/patient, which has become the center of the health system: marketing seeks to retain the patient, trying to push a client-patient to not change their healthcare service provider. In costs terms, it is more economical to retain a customer rather than acquire a new one: a satisfied customer is also the best sounding board for each company. Customer equity is the management of relations with patients which can result in a greater customer value: it is possible to recognize an equity of the value, of the brand and of the report. Loyalty uses various marketing activities (basic, responsive, responsible, proactive and collaborative): each hospital/company chooses different actions depending on how many resources it plans to invest in loyalty.

  15. Customer loyalty guidelines for independent financial advisers in South Africa

    Estelle van Tonder

    2016-04-01

    Research purpose: The purpose of this study was to develop guidelines for creating customer loyalty towards independent financial advisers in South Africa. Motivation: To succeed, financial advisers need to build good relationships with clients and ensure they remain loyal to them in the long term. Research design, approach and method: A convenience non-probability sampling technique was applied, and altogether 262 self-administered questionnaires were completed and used in the analysis. Descriptive and standard multiple regression analysis and the one-way analysis of variance (ANOVA technique were used to test four hypotheses formulated for the study. Main findings: Relationship commitment must be established in a trustworthy environment, regardless of the type of province where the business is operated. Practical/managerial implications: In urban provinces (such as Gauteng both trusting relationships and commitment could lead to customer loyalty; in semi-urban provinces (such as North-West only the commitment variable might do so. Independent financial advisers in both provinces should explore additional factors that could foster customer loyalty. Contributions: The research findings of this study challenge the seminal work of Morgan and Hunt (1994 by establishing that in South Africa, the extent to which trust and commitment predicts customer loyalty is specific to both industrial and geographical location. This study further provides customer loyalty guidelines for independent financial advisers in South Africa.

  16. DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH

    Claudia Bobâlcă

    2014-01-01

    The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching cost...

  17. Changes in approach to customer loyalty

    Szczepańska, Katarzyna; Gawron, Patryk Paweł

    2011-01-01

    The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer group...

  18. Loyalty programs challenges in retail banking industry

    Ivanauskienė, Neringa; Auruškevičienė, Viltė

    2009-01-01

    The purpose of this paper is to examine the challenges of loyalty programs in retail banks in Lithuania. Case study methodology was chosen to analyze the loyalty programs launched by various banks to show how banks are building the loyalty of individual customers and what challenges these banks face. The findings suggest that the majority of analyzed loyalty programs reward a repeat purchasing. Lithuanian retail banks launching loyalty programs for two customer segments - the potentially prof...

  19. EXPLORING THE RELATIONSHIP BETWEEN LOCAL FOOD CONSUMPTION AND INTENTIONAL LOYALTY

    Mamoon ALLAN

    2016-07-01

    Full Text Available In the pertinent literature on tourism supply, the relative importance of local food tourism has been subject to considerable discussion. Despite the breadth of such literature, there is a general lack of research on role of local food in tourism in the Middle East, in general and Jordan, in particular. Therefore, the aim of this study is to explore the local food consumption motivations  and their relationship with intentional loyalty for international tourists. The study indicated that the cultural experience is the central motivation for respondents to experience local food. In addition, it showed that the excitement motivation was the high significant predictor of the behavioural intention (loyalty. On the basis of the findings, tourism management in Jordan should add local food to its tourism discourse and improve the nature and scope of the current marketing and promotion strategies of local food.

  20. TYPES OF CONSUMER LOYALTY IN THE UKRAINIAN HIGH TECHNOLOGY PRODUCTS MARKET

    V. Zhurylo

    2017-01-01

    Full Text Available The study addresses the problem of the formation of customer loyalty in the market of high-tech products. It examines existing approaches to defining the determinants that influence the formation of loyalty in the consumer market. On the basis of generalization of existing approaches it is proposed to divide the determinants of such groups: behavioral, perceptual, marketing and individual determinants of customers loyalty. Marketing research was conducted to identify the features of the market behavior of Ukrainian consumers of high-tech products. As the result, the main tends of consumers behavior, external and individual factors of actualization and influence on the consumers motivation were determined. Ukrainian consumers' loyalty was sorted depending on the reasons to buying high-tech products and consumer involvement in this process. Each type of market behavior of consumers corresponds to a certain type of consumer loyalty. Cognitive, agreement, demonstrative loyalty are formed in the case of high consumer involvement in the buying process. Active, perceptual loyalty and loyalty of convenience are observed in the case of low involvement.

  1. Investigating brand romance, brand attitude and brand loyalty in the cellphone industry

    Liezl-Marié Kruger

    2013-09-01

    Research purpose: This study investigated the brand romance, -attitude and -loyalty of customers toward their cellphone brands in the North West Province, South Africa. Motivation for the study: One way in which brand loyalty in the cellphone industry can be achieved is to influence attitudes and, ultimately, create brand loyalty by promoting brand romance between the customer and the brand. Research design, approach and method: Being quantitative in nature, the study followed a descriptive research design to collect 371 responses through self-administered questionnaires. Main findings: The results indicated that most respondents were contract customers who only use a brand of cellphone for between one and three years. Brand romance toward cellphone brands was positive although room for improvement exists. Brand attitude toward current cellphone brands was also positive, but brand loyalty was fairly low, indicating that marketers need to improve brand loyalty toward their cellphone brand. There were, furthermore, significant and positive relationships between brand romance, brand attitude and brand loyalty toward cellphone brands. Practical/managerial implications: Brand romance can be considered to be a viable way of improving attitude toward a cellphone brand, ultimately leading to brand loyalty. Contribution/value-add: Brand romance in brand relationships has significant and positive relationships with brand attitude and brand loyalty in the cellphone industry of South Africa.

  2. Incorporating "motivation" into the functional analysis of challenging behavior: on the interactive and integrative potential of the motivating operation.

    Langthorne, Paul; McGill, Peter; O'Reilly, Mark

    2007-07-01

    Sensitivity theory attempts to account for the variability often observed in challenging behavior by recourse to the "aberrant motivation" of people with intellectual and developmental disabilities. In this article, we suggest that a functional analysis based on environmental (challenging environments) and biological (challenging needs) motivating operations provides a more parsimonious and empirically grounded account of challenging behavior than that proposed by sensitivity theory. It is argued that the concept of the motivating operation provides a means of integrating diverse strands of research without the undue inference of mentalistic constructs. An integrated model of challenging behavior is proposed, one that remains compatible with the central tenets of functional analysis.

  3. Intrinsic motivation, neurocognition and psychosocial functioning in schizophrenia: testing mediator and moderator effects.

    Nakagami, Eri; Xie, Bin; Hoe, Maanse; Brekke, John S

    2008-10-01

    This study examined the nature of the relationships among neurocognition, intrinsic motivation, and psychosocial functioning for persons with schizophrenia. Hypotheses concerning both mediator and moderator mechanisms were tested. 120 individuals diagnosed with schizophrenia were recruited as they entered outpatient psychosocial rehabilitation programs. Measures of psychosocial functioning and intrinsic motivation were administered at baseline. Measures of neurocognition were administered at baseline by testers blind to scores on other study variables. Data were analyzed using latent construct modeling to test for mediator and moderator effects. There were strong bivariate relationships between neurocognition, intrinsic motivation, and psychosocial functioning. The results demonstrated that intrinsic motivation strongly mediated the relationship between neurocognition and psychosocial functioning. This mediation was evidenced by: (i) the direct path from neurocognition to functional outcome no longer being statistically significant after the introduction of motivation into the model, (ii) the statistical significance of the indirect path from neurocognition through motivation to functional outcome. There was no support for the two moderation hypotheses: the level of neurocognition did not influence the relationship between intrinsic motivation and psychosocial functioning, nor did the level of intrinsic motivation influence the relationship between neurocognition and psychosocial functioning. Neurocognition influences psychosocial functioning through its relationship with intrinsic motivation. Intrinsic motivation is a critical mechanism for explaining the relationship between neurocognition and psychosocial functioning. Implications for the theoretical understanding and psychosocial treatment of intrinsic motivation in schizophrenia are discussed.

  4. Building Airline Passenger Loyalty Through an Understanding of Customer Value: A Relationship Segmentation of Airline Passengers

    Leick, Ryan

    2007-01-01

    This thesis explores means of restoring profitability to the airline industry by cultivating intrinsically motivated brand loyalty between passengers and airlines in today’s fragile environment. The air transport industry is caught up in traditional transaction-based strategies. Airlines rely on archaic frequent flyer programs (FFPs) to maintain loyalty which deter customers from choosing alternative airlines by increasing the cost associated with switching. In contrast, oth...

  5. Guest loyalty in hospitality industry

    Gagić Snježana

    2015-01-01

    Full Text Available The continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer loyalty. They tend to spread word-of-mouth advertising, more tolerant to price changes, as well as they casually create a linkage to their friends, relatives, colleagues, and other probable consumers and thus enable businesses to uphold a guest's base. By recognizing loyalty guests' importance, the global hospitality industry created monetary and non-monetary rewards for loyal visitors, delayed gratification (points collection and immediate rewards, as well as numerous other reward systems that try to keep them. To win customer loyalty, together with all benefits arising from it, caterers need to become familiar with factors, which determine guests' loyalty. The paper will show the results of research regarding the impact of the service quality and guests' satisfaction to their loyalty. Many authors have confirmed that employees' satisfaction affected customers' satisfaction, so this paper will give an answer does it influence on customers' loyalty as well.

  6. Will carbon motivated border tax adjustments function as a threat?

    Li Aijun; Zhang Aizhen

    2012-01-01

    Due to large incremental carbon emissions, China might become an important target country of CBTA (carbon motivated border tax adjustments). To levy CBTA could reduce China’s emissions. Meanwhile, China’s emissions reduction could also be achieved by China’s climate policies (termed as CBTA-emissions-equivalent policies). This paper contributes to the discussion on CBTA by comparing the potential regional effects of CBTA and CBTA-emissions-equivalent policies. The main findings are as follows: (1) CBTA and CBTA-emissions-equivalent policies would result in relocations of outputs across regions and countries, affect the structure of economy and contribute to world’s emissions reduction. (2) There would be significant differences in the regional effects between CBTA and CBTA-emissions-equivalent policies. (3) Compared to carbon tax, CBTA would be a costly and inefficient policy instrument to reduce emissions, but could function as an effective coercion strategy. (4) These policies would result in competitiveness issue and rebound effects, wherein different countries would be affected differently. China is a large economy and energy consumer with high openness to international trade. Looking ahead, the Chinese government should consider the potential interactions between China and other economies when designing tax reforms. - Highlights: ►We compare regional effects of CBTA (carbon motivated border tax adjustments) and CBTA-emissions-equivalent policies. ► We explore the interactions between China and other economies. ► We investigate the potential international externalities and their effects across countries.

  7. Multi-vendor loyalty programs: influencing customer behavioral loyalty?

    Teresa eVillacé-Molinero

    2016-02-01

    Full Text Available Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to see discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1,200 individuals (31,746 purchases belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  8. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  9. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change. PMID:26941677

  10. Loyalty & Disloyalty: sebuah Pandangan Komprehensif dalam Analisa Loyalitas Pelanggan

    Darsono, Licen Indahwati

    2004-01-01

    Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty's antecedent and manage loyalty f...

  11. Psychological commitment as a mediator of the relationship between involvement and loyalty

    Joohyun Lee; Alan Graefe

    2002-01-01

    This study tested the ill-understood issues of involvement and loyalty relations. Even though many studies have indicated that loyalty is a function of involvement, only minimal agreement has been reached on the extent to which the constructs of involvement would predict repeat participation. A structural model is developed that relates members' involvement and...

  12. Functional Food Market Development in Serbia: Motivations and Barriers

    Žaklina Stojanović

    2013-11-01

    Full Text Available The aim of this paper is to present main findings obtained from the empirical analysis of the functional food market in Serbia. The analysis is based on the in-depth interviews with relevant processors and retailers present on the market. The following set of topics are considered: (1 motivations (driving forces and barriers to offer products with nutrition and health (N&H claim and (2 perception of consumer demand toward N&H claimed products. Differences between Serbia and other Western Balkan Countries (WBC are explored by using nonparametric techniques based on the independent samples. Results support overall conclusion that this market segment in Serbia is underdeveloped and rather producer than consumer driven compared to more developed WBC markets.

  13. EXPLORING THE RELATIONSHIP BETWEEN LOCAL FOOD CONSUMPTION AND INTENTIONAL LOYALTY

    Mamoon ALLAN

    2016-01-01

    In the pertinent literature on tourism supply, the relative importance of local food tourism has been subject to considerable discussion. Despite the breadth of such literature, there is a general lack of research on role of local food in tourism in the Middle East, in general and Jordan, in particular. Therefore, the aim of this study is to explore the local food consumption motivations  and their relationship with intentional loyalty for international tourists. The study indicated that the ...

  14. THE EFFECT OF BRAND IMAGE ON OVERALL SATISFACTION AND LOYALTY INTENTION IN THE CONTEXT OF COLOR COSMETIC

    Stephen L. Sondoh Jr.

    2007-01-01

    Full Text Available The purpose of this study is to examine the effect of brand image benefits on satisfaction and loyalty intention in the context of color cosmetic product. Five brand image benefits consisting of functional, social, symbolic, experiential and appearance enhances were investigated. A survey carried out on 97 females showed that functional and appearance enhances significantly affect loyalty intention. Four of brand image benefits: functional, social, experiential, and appearance enhances are positively related to overall satisfaction. The results also indicated that overall satisfaction does influence customers' loyalty. The results imply that marketers should focus on brand image benefits in theireffort to achieve customer loyalty.

  15. Changes in Approach to Customer Loyalty

    Katarzyna Szczepańska

    2011-03-01

    Full Text Available The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.

  16. Intrinsic and Extrinsic School Motivation as a Function of Age: The Mediating Role of Autonomy Support

    Gillet, Nicolas; Vallerand, Robert J.; Lafreniere, Marc-Andre K.

    2012-01-01

    The main purpose of the present research was to investigate school intrinsic and extrinsic motivation, and amotivation as a function of age in a sample of 1,600 elementary and high school students aged 9-17 years. First, results revealed a systematic decrease in intrinsic motivation and self-determined extrinsic motivation from age 9 to 12 years,…

  17. Loyalty Programs. Role, Structure and Potential Benefits

    Alina Filip

    2011-01-01

    A loyalty program consists of an integrated system of marketing activities, aimed at increasing members’ loyalty by rewarding customers according to their purchasing frequency and amount spent. Loyalty schemes, customer clubs and sales promotion techniques are the most common relationship tools used in marketing practice. To join the program and receive a card, consumers must fill in a registration form, providing demographic, behavioural or even psychographic data. Loyalty schemes and custom...

  18. What drives customer participation in loyalty programs?

    Hörold, Maïté

    2017-01-01

    Relationship marketing, both in research and in practice, has increasingly gained in importance over the last decades and loyalty programs have become a widely used customer relationship management tool. Despite considerable interest and investment in loyalty programs, the number of active members remains relatively low and the impact of loyalty programs on company profitability is more than often called into question. This research studies customers’ attitude and behaviour towards loyalty pr...

  19. Erosion and variability in brand loyalty

    Dekimpe, Marnik; Mellens, M; Steenkamp, J; Vanden Abeele, Pierre

    1996-01-01

    In this paper, we examine the over-time behavior of brand loyalty for a large set of brands drawn from many product categories. Using the brand-loyalty operationalization of Colombo and Morrison (1989), the following conclusions are obtained. First, little support is found for the often-heard contention that brand loyalty is gradually declining over time. Second, while the short-run variability around a brand's mean loyalty level is not negligible, no evidence is found that this variability...

  20. The Impact of Customer Loyalty Program to Customer Loyalty (Study of Gaudi Clothing Store Manado)

    Rumbay, Priscilla Jennifer

    2014-01-01

    This research is to analyze the impact of loyalty program member card to customer loyalty in Gaudi clothing store Manado. Loyalty program is one of the important marketing strategic in industries nowadays to gain customer and to retain customer. Loyalty program member card contains of discount, point reward, special treatment and privilege are influencing the customer loyalty in this case Gaudi clothing store Manado card holder. This research is a quantitative research that associative with m...

  1. Hospital patient loyalty: causes and correlates.

    MacStravic, R S

    1994-01-01

    This study was designed to test whether factors associated with customer and employee loyalty are linked to hospital loyalty, and to measure the relative strength of the associations between traditional patient satisfaction factors and loyalty as compared to non-traditional factors.

  2. RELATIONSHIP AMONG CORPORATE IMAGE, INTANGIBLE PERCEIVED QUALITY, CHOOSING, HABIT AND CUSTOMER LOYALTY

    Maryam REHMAN

    2012-01-01

    Full Text Available This study explores relationships among Corporate Image, Intangible Perceived Quality, Choosing, Habit and Customer Loyalty and investigates the pivotal role these variables play in establishing and maintaining healthy base of loyal customers. Data were collected from Pakistani bank account holders and the empirical findings showed that corporate image plays the most important role in establishing and maintaining customer loyalty in the markets. Organizations always look forward to long lasting success. In order to be successful in the long run, they need to keep abreast with all of their stakeholders. Out of the stakeholders, customers are considered to be the most important one. Customer Loyalty is a psychological motive which today’s managers are considerate about. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty.

  3. Southwest Airlines: lessons in loyalty.

    D'Aurizio, Patricia

    2008-01-01

    Southwest Airlines continues to garner accolades in the areas of customer service, workforce management, and profitability. Since both the health care and airlines industries deal with a service rather than a product, the customer experience depends on the people who deliver that experience. Employees' commitment or "loyalty" to their customers, their employer, and their work translates into millions of dollars of revenue. What employee wants to work for "the worst employer in town?" Nine loyalty lessons from Southwest can be carried over to the health care setting for the benefit of employees and patients.

  4. The Relationship Quality Effect on Customer Loyalty

    Vilte Auruskeviciene

    2010-06-01

    Full Text Available Este estudio tiene como objetivo la identificación de los elementos constitutivos de la calidad de relación que permite a las empresas oferentes de servicios profesionales establecer relaciones a largo plazo con sus clientes y fortalecer la lealtad de los mismos.El marco teórico sobre el que se ha formulado la identificación de dichos elementos y de la interrelación inherente a la lealtad del cliente ha sido contrastado empíricamente sobre una muestra de 74 directivos de empresas lituanas compradoras de servicios relacionados con las tecnologías de la información. Los resultados sugieren que las variables "calidad funcional", "confianza" y "compromiso" tienen un efecto significativo sobre la lealtad del cliente de servicios de tecnologías de la información. La calidad funcional es el elemento más importante a la hora de construir relaciones a largo plazo con clientes en el mercado de servicios profesionales.This study aims to identify the dimensions of relationship quality that enables professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested. The findings suggest that the three variables (functional quality, trust, and commitment have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with customers in a professional services market.

  5. Recognising customers' patterns of bus service patronage using a loyalty framework

    Nguyen Hoang-Tung

    2014-03-01

    Full Text Available With the aim of identifying typical characteristics of travellers, traditional segmentation approaches were based on socio-demographic variables. However, the approaches could not reveal the factors motivating individual behaviour. This result led to an emerging interest in psychological research models that are adhered to the decision-making process. Among various related theories, the concept of loyalty was attractive because the major purpose of establishing a loyalty concept is to recognise a customer's pattern towards a given service. However, there were few efforts aimed at determining market segments based on a loyalty framework. In addition, there was no consensus achieved on theoretical loyalty typology due to different empirical findings in different market contexts. This study aims to be the first loyalty-based attempt to provide an operational method of segmenting bus service market. Seeking practical implementation, another focus of this study is to determine typical characteristics of the market segments. Analyses that included cluster techniques were conducted on questionnaire data collected from 333 respondents in Hidaka city, Japan. A cross-classification between relative attitude and service patronage was successfully established, dividing the market into four segments. Segments of loyalty and no-loyalty were observed to be dominant over the remaining market. In contrast, the spurious loyalty segment was small and insignificant. An expansion of the latent loyalty segment was also observed when moving from the intention phase to the actual behaviour phase. Notably, not only demographic factors but also social awareness variables including environmental concern and elderly support were observed to be significant in distinguishing customer segments from one another.

  6. Loyalty marketing in automobile dealerships : case: car dealer X

    Hyyryläinen, Heidi

    2012-01-01

    The purpose of this thesis is to study how customer loyalty is taken into account in automobile dealerships, what loyalty marketing means are used to improve customer loyalty, and what potential new loyalty marketing means can be implemented. The thesis is commissioned by Car dealer X. In the theoretical part, areas covered are customership and loyalty marketing. Customership includes customer satisfaction, customer loyalty, customer value and customer retention. Loyalty marketing contain...

  7. Loyalty program of payment cards, solution based on DWH

    Jersák, Pavel

    2010-01-01

    This diploma thesis is covering topics of customer's loyalty, loyalty programs in banking and mainly topic is loyalty programs of payment cards in banking industry. First theoretical parts is guiding us though concept of customer's loyalty in banking industry and is describing specifics of this loyalty compared to loyalty to sales businesses. Further, this thesis is trying to show opportunities to be used to support customer's loyalty in bank with participation of credit and debit cards. In t...

  8. The impact of motivation and teachers? autonomy support on children?s executive functions

    Sosic-Vasic, Zrinka; Keis, Oliver; Lau, Maren; Spitzer, Manfred; Streb, Judith

    2015-01-01

    The present study investigates the interplay of executive functions, motivation, and teacher’s autonomy support in school context. In a cross-sectional study design 208 students from different school types completed a standardized motivation questionnaire and processed two executive function tasks. All teachers who teach these students were asked about their autonomy supporting behavior by a standardized test. Multilevel analyses assessed the effects of the student’s motivation and their teac...

  9. The Impact of Motivation and Teachers’ Autonomy Support on Children’s Executive Functions

    Zrinka eSosic-Vasic; Oliver eKeis; Maren eLau; Manfred eSpitzer; Manfred eSpitzer; Judith eStreb

    2015-01-01

    The present study investigates the interplay of executive functions, motivation and teacher’s autonomy support in school context. In a cross-sectional study design 208 students from different school types completed a standardized motivation questionnaire and processed two executive function tasks. All teachers who teach these students were asked about their autonomy supporting behavior by a standardized test. Multilevel analyses assessed the effects of the student’s motivation and their teach...

  10. Price satisfaction and producer loyalty

    Mutonyi, Sarah; Beukel, Karin; Gyau, Amos

    2016-01-01

    Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design/methodology/approach......Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design...... reliability, and relative price are dimensions of price satisfaction that affect producers’ trust in the buyer. Moreover, trust between the producer and the buyer is found to be a strong mediator between price satisfaction and producer loyalty. The findings support recent studies about trust and its mediating...... between the multi-dimensional nature of price satisfaction and producer loyalty with trust as a mediating variable in the business-to-business (B2B) context. Although B2B relationships have been shown to be of great importance for smallholders in enhancing business performance with their buyers, little...

  11. BRAND LOYALTY AND LOYALTY PROGRAMS; A LITERATURE REVIEW

    Elvira Tabaku; Mirela Zerellari (Mersini)

    2015-01-01

    Global and competitive markets have led businesses to cope with many challenges. Technology development has brought many businesses to deal with advantages which last less than before. It becomes increasingly difficult for a company to differentiate its products as they are perceived as easily imitable and fairly standard. Brand and brand loyalty come as a solution for creating a strong and long term competitive advantage for any business. The main objective of this paper is to examine the co...

  12. Separation of powers and constitutional loyalty

    Marieta SAFTA

    2013-06-01

    Full Text Available The complexity and dynamics of political life leads to developments and reconsiderations in terms of classical theories of constitutional law. Such a process occurs also in the case of separation of powers. Many factors have a bearing on how this theory is currently translated into practice, which requires additional perspectives of analysis in order to develop improved models of cooperation and balance of powers, according to new political realities. This study aims at examining the principle of separation and balance of powers in terms of mutual respect and loyal cooperation between institutions, or, in a broader sense, of constitutional loyalty, an intrinsic value-principle of all constitutions, without which no fundamental law, no matter of how democratic it might be, could function properly2. Based on examination of concrete cases drawn from the case-law of the Constitutional Court of Romania, the study demonstrates that, in lack of constitutional loyalty, the objective pursued by enshrining the principle of separation of powers cannot be achieved effectively, i.e. compliance of public authorities and political actors with constitutional provisions is purely formal and the alleged collaboration between them is a "dialogue of the deaf" at the expense of democracy. The seriousness of the consequences of this type of behaviour requires identification of remedies. What are the limits and what solutions can be identified in this regard are questions that also we aim to answer.

  13. Motivational functionalism and urban conservation stewardship: implications for volunteer involvement

    Stanley T. Asah; Dale J. Blahna

    2012-01-01

    Conservation in urban areas faces growing financial challenges and inadequate stakeholder involvement. Conservation psychology can mitigate these challenges in many ways. One way is through conservation volunteerism, if we attend to and capitalize on volunteers' motivations. Conservation volunteerism significantly contributes to ecological knowledge acquisition,...

  14. AFFECTING CUSTOMER LOYALTY: DO DIFFERENT FACTORS HAVE VARIOUS INFLUENCES IN DIFFERENT LOYALTY LEVELS?

    Andres Kuusik

    2007-01-01

    The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The results reveal that four analysed factors affecting customer loyalty (satisfaction, trustworthiness, im...

  15. Characteristics of motivation and their impacts on the functional outcomes in patients with schizophrenia.

    Tobe, Miki; Nemoto, Takahiro; Tsujino, Naohisa; Yamaguchi, Taiju; Katagiri, Naoyuki; Fujii, Chiyo; Mizuno, Masafumi

    2016-02-01

    Deficits of motivation have been considered to be a core feature of schizophrenia, and recent studies have begun to reveal the biological and psychological characteristics and mechanisms underlying the deficits in motivation in schizophrenia patients. The aims of the present study were to investigate the characteristics of motivation in schizophrenia patients using the General Causality Orientations Scale (GCOS), and the impacts of motivational orientations on the functional outcomes in schizophrenia patients. A total of 53 outpatients with schizophrenia and 38 healthy controls were recruited for this study. The GCOS was used to assess individual tendencies in respect of three different motivational orientations: the autonomy, controlled, and impersonal orientations, corresponding to intrinsic motivation, extrinsic motivation, and amotivation, respectively. The cognitive functioning, psychiatric symptoms, social functioning, and quality of life of the subjects were also assessed. The score for autonomy orientation was significantly lower in the patient group than that in the control group, while no significant differences were found between the two groups in respect of the scores for the other two orientations. The autonomy orientation was associated with various clinical variables, and regression analysis identified as one of the variables with the highest predictive accuracy for social functioning. Intrinsic motivation measured by the GCOS in schizophrenia patients was significantly lower than that in healthy controls. The deficits of intrinsic motivation were broadly associated with the clinical features and were a determinant of social functioning. Development of treatments for enhancing intrinsic motivation would be essential for functional recovery in schizophrenia patients. Copyright © 2015 Elsevier Inc. All rights reserved.

  16. Workplace loyalty in the 1990s.

    Umiker, W

    1995-03-01

    The loyalty paradigm is evolving as part of our cultural modifications. We must enunciate our own standards and temper them with realism. Employers can seldom promise permanent jobs, and employees are reluctant to hitch their stars to one organization. In health care institutions, ethical considerations may result in divergent allegiances. The new loyalty paradigm is affected by the movements toward participative management and team building. A number of suggestions are offered for enhancing a pragmatic form of loyalty.

  17. Social Identity Perspective on Brand loyalty

    He, Hongwei; Li, Yan; Harris, Lloyd

    2012-01-01

    This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. The results offer several theoretical implications. First, this research confirms the presence of significant direct and indirect effects of brand identity and brand identification on traditional antecedents of brand loyalty (...

  18. Implementation of loyalty program in chosen company

    Šenitková, Ivana

    2008-01-01

    The importance of building longterm relationship with customers has raisen very quickly in companies last years. One of very strong marketing tool is loyalty programme, main topic of thesis, which is used in different parts of business all over the world and experience boom in Czech and Slovak republic these days. Thesis explains theoretical aspects of loyalty, satisfaction and value of customer, and all important components of loyalty programme. Thesis concerns also different types of progra...

  19. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    Latifa Rahma

    2016-01-01

    This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze ...

  20. Motivational deficits in early schizophrenia: prevalent, persistent, and key determinants of functional outcome.

    Fervaha, Gagan; Foussias, George; Agid, Ofer; Remington, Gary

    2015-08-01

    Negative symptoms, in particular motivational deficits, are reported as impediments to functional recovery in patients with schizophrenia. This study examined the prevalence of motivational deficits in patients early in the illness, and the impact these deficits have on community functioning. Patients with schizophrenia between the ages of 18 and 35years, and within 5years of initiating antipsychotic treatment were included in the present investigation (N=166). The impact of motivation and cognition on concurrent and longitudinal functioning was evaluated. Motivational impairments were found in more than 75% of participants, and were not associated with receipt of social support. These deficits served as the most robust and reliable predictor of functional outcome, while neurocognition demonstrated significantly weaker associations with outcome. When considered together, motivational deficits demonstrated a reliable link with concurrent and longitudinal functioning, with cognition not offering any independent predictive value. Moreover, motivation was found to mediate the relationship between cognition and outcome. Changes in motivation were linked to changes in functioning; however, this was not the case for changes in cognitive performance. Motivation emerged as a significant predictor of functioning even after selected demographic and clinical characteristics (e.g., positive symptoms) were accounted for. These data indicate that motivational deficits are prevalent in patients with schizophrenia, even in the early stages of the illness, and these deficits stand as one of the most robust barriers to people with schizophrenia achieving functional recovery. Greater understanding of the mechanisms underlying these deficits is critical to effective treatment innovation. Copyright © 2015 Elsevier B.V. All rights reserved.

  1. The Impact of Motivation and Teachers’ Autonomy Support on Children’s Executive Functions

    Zrinka eSosic-Vasic

    2015-02-01

    Full Text Available The present study investigates the interplay of executive functions, motivation and teacher’s autonomy support in school context. In a cross-sectional study design 208 students from different school types completed a standardized motivation questionnaire and processed two executive function tasks. All teachers who teach these students were asked about their autonomy supporting behavior by a standardized test. Multilevel analyses assessed the effects of the student’s motivation and their teachers’ autonomy support on student’s executive functions. Our results show considerable relationships between these variables: high executive function capacities came along with teacher’s autonomy support and student’s intrinsic motivation styles, whereas low executive function capacities were related to external regulation styles. The results indicate the importance of autonomy support in school instruction and disclose the need to popularize the self-regulation approach.

  2. The impact of motivation and teachers’ autonomy support on children’s executive functions

    Sosic-Vasic, Zrinka; Keis, Oliver; Lau, Maren; Spitzer, Manfred; Streb, Judith

    2015-01-01

    The present study investigates the interplay of executive functions, motivation, and teacher’s autonomy support in school context. In a cross-sectional study design 208 students from different school types completed a standardized motivation questionnaire and processed two executive function tasks. All teachers who teach these students were asked about their autonomy supporting behavior by a standardized test. Multilevel analyses assessed the effects of the student’s motivation and their teachers’ autonomy support on student’s executive functions. Our results show considerable relationships between these variables: high executive function capacities came along with teacher’s autonomy support and student’s intrinsic motivation styles, whereas low executive function capacities were related to external regulation styles. The results indicate the importance of autonomy support in school instruction and disclose the need to popularize the self-regulation approach. PMID:25762958

  3. The impact of motivation and teachers' autonomy support on children's executive functions.

    Sosic-Vasic, Zrinka; Keis, Oliver; Lau, Maren; Spitzer, Manfred; Streb, Judith

    2015-01-01

    The present study investigates the interplay of executive functions, motivation, and teacher's autonomy support in school context. In a cross-sectional study design 208 students from different school types completed a standardized motivation questionnaire and processed two executive function tasks. All teachers who teach these students were asked about their autonomy supporting behavior by a standardized test. Multilevel analyses assessed the effects of the student's motivation and their teachers' autonomy support on student's executive functions. Our results show considerable relationships between these variables: high executive function capacities came along with teacher's autonomy support and student's intrinsic motivation styles, whereas low executive function capacities were related to external regulation styles. The results indicate the importance of autonomy support in school instruction and disclose the need to popularize the self-regulation approach.

  4. Pet Store Loyalty in Malaysia

    Leong, Yuen Yee

    2010-01-01

    Loyalty is open studied topic within the retailing and marketing discipline. A strong and profitable base of loyal customers is an asset to any organization, and is one of the epitomes of success for a company. The flourishing of large, specialty niche retailers like Starbucks, Victoria Secret and Barnes & Noble are stellar success stories that thrive on their troop of staunch followers. Pet retailing is a niche market which has its own interesting market characteristics. The emergence of ...

  5. Advertising, brand loyalty and pricing

    Chioveanu, I.

    2009-01-01

    I consider an oligopoly model where, prior to price competition, firms invest in persuasive advertising and induce brand loyalty in consumers who would otherwise buy the cheapest alternative on the market. This setting, in which persuasive advertising is introduced to homogenous product markets, provides an alternative explanation for price dispersion phenomena. Despite ex-ante symmetry, the equilibrium profile of advertising outlays is asymmetric. It follows that endogenously determine...

  6. Neural Correlates of Consumer Buying Motivations: A 7T functional Magnetic Resonance Imaging (fMRI Study

    Adam M. Goodman

    2017-09-01

    Full Text Available Consumer buying motivations can be distinguished into three categories: functional, experiential, or symbolic motivations (Keller, 1993. Although prior neuroimaging studies have examined the neural substrates which enable these motivations, direct comparisons between these three types of consumer motivations have yet to be made. In the current study, we used 7 Tesla (7T functional magnetic resonance imaging (fMRI to assess the neural correlates of each motivation by instructing participants to view common consumer goods while emphasizing either functional, experiential, or symbolic values of these products. The results demonstrated mostly consistent activations between symbolic and experiential motivations. Although, these motivations differed in that symbolic motivation was associated with medial frontal gyrus (MFG activation, whereas experiential motivation was associated with posterior cingulate cortex (PCC activation. Functional motivation was associated with dorsolateral prefrontal cortex (DLPFC activation, as compared to other motivations. These findings provide a neural basis for how symbolic and experiential motivations may be similar, yet different in subtle ways. Furthermore, the dissociation of functional motivation within the DLPFC supports the notion that this motivation relies on executive function processes relatively more than hedonic motivation. These findings provide a better understanding of the underlying neural functioning which may contribute to poor self-control choices.

  7. The Method for Motivation by Quality Function Deployment (QFD

    Akao Yoji

    2014-11-01

    Full Text Available This paper presented a study on proposing a method for motivation with the use of QFD. It was reported by three students who majored in MOT at Graduate School of Science and Engineering, Yamagata University in 2009. QFD has been widely used in manufacture and service industries for making improvement with the existing products and programs. However, in this study, QFD was not used in the sense of “activation” to improve motivation. Rather, it took the viewpoint of “what is required by customers”, the central theme QFD, to approach the problem. With reference to the process of knowledge conversion suggested by the SECI Model, the study operated with the basic principles and steps of QFD. In the paper, the major steps of QFD leading to setting quality planning were outlined and the implication of the study was discussed.

  8. The motivational function of an objective in physical activity and sport

    Mariusz Lipowski

    2017-12-01

    Full Text Available Background As a conscious activity of an individual, physical activity (PA constitutes an element of the free-time dimension. The type of goal allows us to distinguish between sport and PA: sport performance vs. psychophysical health. Drawing on the theory of the motivational function of an objective, this study examined the motivational function of an objective in physical activity and sport. Participants and procedures The sample consisted of 2141 individuals: 1163 women aged 16-64 years (M = 23.90, SD = 8.30 and 978 men aged 16-66 years (M = 24.50, SD = 9.40 who completed the Inventory of Physical Activity Objectives (IPAO, which includes the following scales: 1 motivational value, 2 time management, 3 persistence in action, and 4 motivational conflict. There are also questions that allow one to control for variables such as the variety of forms, duration, and frequency of PA, and socio-demographic variables. Results Males presented different motives of physical activity than females. Motives related to shapely body and health were more important for females. The most important motives for males were physical fitness and shapely body. The gender of participants moderates the motivational value of the specific objectives of physical activity and persistence in action. Conclusions With knowledge about the purposefulness of actions, it is possible to support and shape additional motivation experienced by an individual, by setting new, realistic objectives.

  9. Measuring brand loyalty in agribusinesses / Catharina Maria Wiese

    Wiese, Catharina Maria

    2014-01-01

    Brand loyalty represents an important asset to any business. While a considerable amount of research focuses on brand loyalty, empirical tests on the brand loyalty influences in the agribusiness environment have not been conducted. The primary purpose of this study was to measure brand loyalty in the agribusiness environment by applying a validated model that measures brand loyalty for this environment. The brand loyalty influences were empirically validated, their reliability ...

  10. Creating effective loyalty programs knowing what (wo-)men want

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate whether loyalty programs actually enhance customer loyalty still continues among marketing scientists and practitioners. The main goal of this dissertation is to identify factors that make loyalty pr...

  11. The influence of loyalty programs on customer´s loyalty with a focus on branded clothing stores

    Běhounková, Klára

    2011-01-01

    This bachelor statement deals with the influence of loyalty programs on customer's loyalty with a focus on branded clothing stores. It defines a customer, his behavior, decision-making process and his loyalty to a firm. Also it defines marketing communication with customer,sales promotion, loyalty programs including species and benefits. It states specific loyalty programs Blažek, Reserved, Orsay, Marks&Spencer a S. Oliver. Final part evaluates the research of loyalty cards and their usage of...

  12. The impact of corporate social responsibility on brand loyalty

    Belinda Dapi

    2015-09-01

    Full Text Available This article describes corporate social responsibility (CSR as an organisational tool whose successful implementation can be used to gain brand loyalty. The benefits of CSR to society have been well documented to a great extent. However, there is very little information on the benefits of it to the actual corporations that practice it. This lack of knowledge is what motivated the study on which this article is based. The key objectives of the study for the article were to determine consumer attitudes towards specific CSR programs, determine the impact of CSR on brand image and brand loyalty and determine what kinds of CSR programs are considered to be adequate by consumers to qualify as socially responsible. A quantitative survey was done using customers of the South African mobile phone service provider Vodacom. A self administered questionnaire was used as the primary data collection instrument. The main findings of the study were that although most consumers were not aware of what CSR as a concept is, they felt that companies are obligated to be socially responsible. Most importantly however, it was determined that the knowledge of a firm’s CSR initiatives may lead to enhanced corporate image and brand loyalty. From the findings, this article recommends that corporations need to take a more proactive rather than a reactive approach to societal and environmental issues. It also recommends that companies need to be more transparent about their CSR initiatives to consumers which in turn leads to increased stakeholder engagement.

  13. A preliminary examination of patient loyalty: an application of the customer loyalty classification framework in the health care industry.

    Heiens, R A; Pleshko, L P

    1997-01-01

    The present article applies the customer loyalty classification framework developed by Dick and Basu (1994) to the health care industry. Based on a two factor classification, consisting of repeat patronage and relative attitude, four categories of patient loyalty are proposed and examined, including true loyalty, latent loyalty, spurious loyalty, and no loyalty. Data is collected and the four patient loyalty categories are profiled and compared on the basis of perceived risk, product class importance, provider decision importance, provider awareness, provider consideration, number of providers visited, and self-reported loyalty.

  14. Subway Customer Loyalty And Evaluating Marketing Strategies

    Mishra, Dr. Lalita

    2013-01-01

    Purpose- The major consideration of this research was the chain restaurant industry, and its underlying principle was to (1) establishing which factors manipulate relationship excellence and customer loyalty development. (2) Observe the relations between relationship quality and loyalty. Based on the literature review, five proportions influence restaurant consumers behavior: service quality, food quality, price, location, and environment. Speculative relationships between attributes influenc...

  15. Customer Loyalty and Customer Relationship Management

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  16. Customer loyalty of retail firm - Billa

    Dančevská, Ráchel

    2009-01-01

    The bachelor thesis results from marketing, which includes customer loyalty and consumer typology. Then the thesis is concerned with a marketing research and a proper creation of a questionnaire for this research. The practical part of the thesis introduces the retail company Billa and presents the results from field research, which was focused on finding of customer loyalty of the Billa's customers.

  17. BUILDING PATIENT LOYALTY USING ONLINE TOOLS

    Vladoi Anca Daniela

    2010-07-01

    Full Text Available The aim of the paper is to present the online tools used by private healthcare organizations in order to generate patient loyalty. The research emphases a comparative analyze between the Romanian and other European countries private healthcare organizations referring to online tools used by these organizations on their websites to generate patient loyalty.

  18. Intrinsic motivation as a mediator between metacognition deficits and impaired functioning in psychosis.

    Luther, Lauren; Firmin, Ruth L; Vohs, Jenifer L; Buck, Kelly D; Rand, Kevin L; Lysaker, Paul H

    2016-09-01

    Poor functioning has long been observed in individuals with psychosis. Recent studies have identified metacognition - one's ability to form complex ideas about oneself and others and to use that information to respond to psychological and social challenges-as being an important determinant of functioning. However, the exact process by which deficits in metacognition lead to impaired functioning remains unclear. This study first examined whether low intrinsic motivation, or the tendency to pursue novel experiences and to engage in self-improvement, mediates the relationship between deficits in metacognition and impaired functioning. We then examined whether intrinsic motivation significantly mediated the relationship when controlling for age, education, symptoms, executive functioning, and social cognition. Mediation models were examined in a cross-sectional data set. One hundred and seventy-five individuals with a psychotic disorder completed interview-based measures of metacognition, intrinsic motivation, symptoms, and functioning and performance-based measures of executive functioning and social cognition. Analyses revealed that intrinsic motivation mediated the relationship between metacognition deficits and impaired functioning (95% CI of indirect effect [0.12-0.43]), even after controlling for the aforesaid variables (95% CI of indirect effect [0.04-0.29]). Results suggest that intrinsic motivation may be a mechanism that underlies the link between deficits in metacognition and impaired functioning and indicate that metacognition and intrinsic motivation may be important treatment targets to improve functioning in individuals with psychosis. The findings of this study suggest that deficits in metacognition may indirectly lead to impaired functioning through their effect on intrinsic motivation in individuals with psychosis. Psychological treatments that target deficits in both metacognition and intrinsic motivation may help to alleviate impaired functioning in

  19. Customer Loyalty Measurement at Czech Organizations

    David Vykydal

    2013-07-01

    Full Text Available All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

  20. Customer loyalty in Internet banking

    Eriksson, M.; Schuster, C.

    2008-01-01

    In the recent years the way to do banking has changed. Internet banking has grown and a lot of niche banks working mainly with the Internet as a medium has entered the Swedish bank market. How to keep the customer loyal online in a very competitive environment has become a main question for the banks. The aim of this dissertation is to test what factors impact bank customer loyalty in an online environment. A positivistic research philosophy, a deductive research approach, an explanatory pur...

  1. Contributions of Motivation, Early Numeracy Skills, and Executive Functioning to Mathematical Performance. A Longitudinal Study.

    Mercader, Jessica; Miranda, Ana; Presentación, M Jesús; Siegenthaler, Rebeca; Rosel, Jesús F

    2017-01-01

    The main goal of this longitudinal study is to examine the power of different variables and its dynamic interactions in predicting mathematical performance. The model proposed in this study includes indicators of motivational constructs (learning motivation and attributions), executive functioning (inhibition and working memory), and early numeracy skills (logical operations, counting, and magnitude comparison abilities), assessed during kindergarten, and mathematical performance in the second year of Primary Education. The sample consisted of 180 subjects assessed in two moments (5-6 and 7-8 years old). The results showed an indirect effect of initial motivation on later mathematical performance. Executive functioning and early numeracy skills mediated the effect of motivation on later mathematic achievement. Practical implications of these findings for mathematics education are discussed.

  2. Contributions of Motivation, Early Numeracy Skills, and Executive Functioning to Mathematical Performance. A Longitudinal Study

    Jessica Mercader

    2018-01-01

    Full Text Available The main goal of this longitudinal study is to examine the power of different variables and its dynamic interactions in predicting mathematical performance. The model proposed in this study includes indicators of motivational constructs (learning motivation and attributions, executive functioning (inhibition and working memory, and early numeracy skills (logical operations, counting, and magnitude comparison abilities, assessed during kindergarten, and mathematical performance in the second year of Primary Education. The sample consisted of 180 subjects assessed in two moments (5–6 and 7–8 years old. The results showed an indirect effect of initial motivation on later mathematical performance. Executive functioning and early numeracy skills mediated the effect of motivation on later mathematic achievement. Practical implications of these findings for mathematics education are discussed.

  3. A study on examining interrelationships among customer satisfaction, loyalty, and switching intent in industrial food suppliers

    Hamid Reza Saeedniya

    2014-07-01

    Full Text Available Brand loyalty is one of the most important concepts in brand literature. Customer’s loyalty toward brand can increase firm’s share price. In addition, firms’ market share maintains close relationship with net profit and capital used return. Company efforts to motivate customers to switch from competitive brands to their own or to induce them to repurchase their own brands are very important in their marketing activities. Therefore, investigating customer variety-seeking orientation and level of involvement in decision-making plays essential role in explaining customers’ product selection activities. This study intends to examine interrelationships among customer satisfaction, loyalty, and switching intent in industrial food suppliers and verifies the moderating effect of customer variety-seeking orientation and purchase decision involvement. The findings indicate that, the impact of purchase involvement was lower than variety seeking and the satisfaction had the highest negative impact on switching intent of customers.

  4. Comparison of Customer Attitudes towards Loyalty Programs in Prague and in London

    Radek Tahal

    2015-09-01

    Full Text Available Loyalty programs rank among the most important marketing tools used for motivating customers in repeated purchases. The history is more than a hundred years old and there are many interesting points in the development. At present, programs can be built on the basis of various algorithms. In any case, it is necessary to develop such programs that are positively accepted by customers, viewed as useful, creating emotional ties to a retailer or to a brand. This study is based on primary data collected in the Czech Republic and in Great Britain, and it aims at two research targets. The first is to compare customers´ preferences in choosing loyalty programs in the two countries, to find similarities and differences. The second target is to make a comparison of customers´ willingness in disclosing their personal data for a retailer when signing up for a loyalty program.

  5. Research into the influence of internal interdepartmental integration on service innovation and customer loyalty

    Huang, Jui-Chan; Wu, Tzu-Jung; Wen, Hao-Ming; Hsin-Fei, Wu; Hairui, Ji

    2017-06-01

    It is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between "Interdepartmental Integration", "Service Innovation" and "Customer Loyalty", according to the analysis results, the relationship between "interdepartmental integration and service innovation" and "service innovation and customer loyalty" has a low positive correlation and it reaches significant level; it shows the relationship between "interdepartmental interaction and progressive innovation" and "interdepartmental collaboration and fundamental innovation" is significant.

  6. Predicting Tourist Loyalty to a Small Emerging Destination – The Importance of Destination Image

    Bình Nghiêm-Phú

    2017-12-01

    Full Text Available In the Southeast Asia region, Vietnam is a developing country and also a developing tourism destination. The number of international tourists to Vietnam has been increasing in recent years. However, the post-trip issues (e.g., not returning, bad word-of-mouth have become the focal points of many arguments. Based on the existing literature, this study devel- oped and tested a theoretical model to predict international tourists’ loyalty to Vietnam from a combination of destination image, tourist motivation, and overall trip satisfaction. The findings revealed that destination image significantly and positively predicted tourists’ overall satisfaction with the trip and their loyalty to the country in the future. Tourist motiva- tion had some weak but significant effects on both overall trip satisfaction and destination loyalty when tested separately; however, the effect on overall trip satisfaction could not be observed when controlled by destination image. Implications were discussed for Vietnam and other small emerging destinations.

  7. Explaining Lifelong Loyalty: The Role of Identity Fusion and Self-Shaping Group Events.

    Newson, Martha; Buhrmester, Michael; Whitehouse, Harvey

    2016-01-01

    Pledging lifelong loyalty to an ingroup can have far-reaching behavioural effects, ranging from ordinary acts of ingroup kindness to extraordinary acts of self-sacrifice. What motivates this important form of group commitment? Here, we propose one especially potent answer to this question-the experience of a visceral sense of oneness with a group (i.e., identity fusion). In a sample of British football fans, a population in which high levels of lifelong loyalty are thought to be common, we first examined the hypothesised relationship between fusion and perceptions of lifelong loyalty to one's club. We further explored the hypothesis that fusion and lifelong loyalty are not merely a reflection of past time investment in a group, but also reflect a deeper, memory-based process of feeling personally shaped by key group events, both euphoric and dysphoric. We found broad support for these hypotheses. Results suggest that feeling personally self-shaped by club events (e.g., crucial wins and losses), rather than time invested in the club, leads to greater identity fusion to one's club. In turn, fusion engenders a sense of lifelong club loyalty. We discuss our findings in relation to the growing literature on the experiential origins of intense social cohesion.

  8. Explaining Lifelong Loyalty: The Role of Identity Fusion and Self-Shaping Group Events.

    Martha Newson

    Full Text Available Pledging lifelong loyalty to an ingroup can have far-reaching behavioural effects, ranging from ordinary acts of ingroup kindness to extraordinary acts of self-sacrifice. What motivates this important form of group commitment? Here, we propose one especially potent answer to this question-the experience of a visceral sense of oneness with a group (i.e., identity fusion. In a sample of British football fans, a population in which high levels of lifelong loyalty are thought to be common, we first examined the hypothesised relationship between fusion and perceptions of lifelong loyalty to one's club. We further explored the hypothesis that fusion and lifelong loyalty are not merely a reflection of past time investment in a group, but also reflect a deeper, memory-based process of feeling personally shaped by key group events, both euphoric and dysphoric. We found broad support for these hypotheses. Results suggest that feeling personally self-shaped by club events (e.g., crucial wins and losses, rather than time invested in the club, leads to greater identity fusion to one's club. In turn, fusion engenders a sense of lifelong club loyalty. We discuss our findings in relation to the growing literature on the experiential origins of intense social cohesion.

  9. Evaluating the impact of relationship marketing components on customers' loyalty level: Evidence from Iran Khodro Corporation

    Mohammad Hakkak

    2013-02-01

    Full Text Available During the past few years, Iranian auto industries sell their products directly to customers and the increase competition among domestic auto makers has increased motivation to pay especial attention to their customers. This paper investigates relationship between marketing and customer’s loyalty. The study designs a questionnaire consists of three parts. The first part is associated with customer information, the second part considers relationship marketing factors and the third part measures components of customer’s loyalty. Cronbach alpha in relationship marketing, loyalty and overall alpha were measured 0.878, 0.891 and 0.712, respectively. Obtained data were analyzed using LISREL software. Ranking the components of the internal and external latent variable are discussed by using the Friedman test and our investigation indicates that some components are not meaningful when the level of significance is five percent. Based on the results of Freedman test, common sense is the most important factor with relative weight of 4.08, followed by relationship (4.01, trust (3.90, commitment(3.86, trouble shooting (2.88 and for the variable of loyalty, quality(3.89, reputation(3.57, decoration(3.4, responsibility(2.96, clients seeking variety (1.75 have the highest average respectively. Note that the results of Friedman test are consistent with the results of structural equation modeling. Chi-Square values have been calculated as 597.701 and 108.917 for marketing relationship and loyalty, respectively.

  10. Teaching Mathematical Functions Using Geometric Functions Approach and Its Effect on Ninth Grade Students' Motivation

    Akçakin, Veysel

    2018-01-01

    The purpose of this study is to investigate the effects of using geometric functions approach on 9th grade students' motivation levels toward mathematics in functions unit. Participants of this study were 87 students who were ongoing in the first year of high school in Turkey. In this research, pretest and posttest control group quasiexperimental…

  11. The adoption and effectiveness of loyalty programs in retailing

    Leenheer, J.

    2004-01-01

    Loyalty programs have widely appeared in several sectors, with the aim of enhancing customer loyalty and profitability. This dissertation examines which role loyalty programs can play in the company's marketing-mix, with a special focus on retailing. The dissertation consists of three independent projects. The first project studies the determinants of retailers' decision to adopt loyalty programs and the effectiveness of loyalty programs by means of a retailer survey. The second project studi...

  12. The Significance of Loyalty on Consumer Credit Profitability

    Aditya Galih Prihartono; Ujang Sumarwan; Noer Azam Achsani; Kirbrandoko

    2012-01-01

    The purpose of this research is to analyze and test the effect of customer loyalty on consumer credit profitability. Loyalty Index Score was developed to determine the level of customers’ loyalty level through 4 main variables; Longevity, Depth, Breadth and Referrals. The effect of Loyalty Index Score on profitability was further tested by path analysis to find out the significance direct relationship between loyalty and profitablity and the indirect relationship between the two variable th...

  13. Three Perspectives for Making Loyalty Programs More Effective

    Steinhoff, Lena; Palmatier, Robert W.

    2014-01-01

    Loyalty programs are an ubiquitous instrument of customer relationship management. However, many loyalty programs perform poorly, which ultimately results in their abolition. Among both marketing managers and researchers, reasons for loyalty program failure are far from clear. The aim of this research is to enhance our understanding of loyalty program effectiveness. We propose a broadened framework for analyzing loyalty program performance which relies on three perspectives: a customer portfo...

  14. Utilization of Near Field Communication Technology for Loyalty Management

    Ferina Ferdianti

    2013-09-01

    Full Text Available Near Field Communication (NFC is one of wireless technology developed at this time. We can use a mobile phone to do many transactions with NFC. Mobile developments have created to provide convenience for users in all aspects. However, at this time the function of NFC just limited for payment and micropayment. Beside it, there are assets that support to increase sales with attention of loyality management system. In this system, discounts or prizes are given based on data mining for every transaction costumers. Loyalty management has three concept, those are Frequency, Recency and Quantity. The goals are minimizing the cost, making purchase process faster, and managing data obtained through the NFC technology more simple. The result of this paper is the procedure to use data mining of NFC for loyalty management and system design using Unified Modeling Language approach.

  15. Trait approach and avoidance motivation: lateralized neural activity associated with executive function.

    Spielberg, Jeffrey M; Miller, Gregory A; Engels, Anna S; Herrington, John D; Sutton, Bradley P; Banich, Marie T; Heller, Wendy

    2011-01-01

    Motivation and executive function are both necessary for the completion of goal-directed behavior. Research investigating the manner in which these processes interact is beginning to emerge and has implicated middle frontal gyrus (MFG) as a site of interaction for relevant neural mechanisms. However, this research has focused on state motivation, and it has not examined functional lateralization. The present study examined the impact of trait levels of approach and avoidance motivation on neural processes associated with executive function. Functional magnetic resonance imaging was conducted while participants performed a color-word Stroop task. Analyses identified brain regions in which trait approach and avoidance motivation (measured by questionnaires) moderated activation associated with executive control. Approach was hypothesized to be associated with left-lateralized MFG activation, whereas avoidance was hypothesized to be associated with right-lateralized MFG activation. Results supported both hypotheses. Present findings implicate areas of middle frontal gyrus in top-down control to guide behavior in accordance with motivational goals. Copyright © 2010 Elsevier Inc. All rights reserved.

  16. Relationship between cognitive function and prevalence of decrease in intrinsic academic motivation in adolescents

    2011-01-01

    Background Decrease in intrinsic motivation is a common complaint among elementary and junior high school students, and is related to poor academic performance. Since grade-dependent development of cognitive functions also influences academic performance by these students, we examined whether cognitive functions are related to the prevalence of decrease in intrinsic academic motivation. Methods The study group consisted of 134 elementary school students from 4th to 6th grades and 133 junior high school students from 7th to 9th grades. Participants completed a questionnaire on intrinsic academic motivation. They also performed paper-and-pencil and computerized cognitive tests to measure abilities in motor processing, spatial construction, semantic fluency, immediate memory, short-term memory, delayed memory, spatial working memory, and selective, alternative, and divided attention. Results In multivariate logistic regression analyses adjusted for grade and gender, scores of none of the cognitive tests were correlated with the prevalence of decrease in intrinsic academic motivation in elementary school students. However, low digit span forward test score and score for comprehension of the story in the kana pick-out test were positively correlated with the prevalence of decrease in intrinsic academic motivation in junior high school students. Conclusions The present findings suggest that decrease in capacity for verbal memory is associated with the prevalence of decrease in intrinsic academic motivation among junior high school students. PMID:21235802

  17. Relationship between cognitive function and prevalence of decrease in intrinsic academic motivation in adolescents

    Fukuda Sanae

    2011-01-01

    Full Text Available Abstract Background Decrease in intrinsic motivation is a common complaint among elementary and junior high school students, and is related to poor academic performance. Since grade-dependent development of cognitive functions also influences academic performance by these students, we examined whether cognitive functions are related to the prevalence of decrease in intrinsic academic motivation. Methods The study group consisted of 134 elementary school students from 4th to 6th grades and 133 junior high school students from 7th to 9th grades. Participants completed a questionnaire on intrinsic academic motivation. They also performed paper-and-pencil and computerized cognitive tests to measure abilities in motor processing, spatial construction, semantic fluency, immediate memory, short-term memory, delayed memory, spatial working memory, and selective, alternative, and divided attention. Results In multivariate logistic regression analyses adjusted for grade and gender, scores of none of the cognitive tests were correlated with the prevalence of decrease in intrinsic academic motivation in elementary school students. However, low digit span forward test score and score for comprehension of the story in the kana pick-out test were positively correlated with the prevalence of decrease in intrinsic academic motivation in junior high school students. Conclusions The present findings suggest that decrease in capacity for verbal memory is associated with the prevalence of decrease in intrinsic academic motivation among junior high school students.

  18. Relationship between cognitive function and prevalence of decrease in intrinsic academic motivation in adolescents.

    Mizuno, Kei; Tanaka, Masaaki; Fukuda, Sanae; Imai-Matsumura, Kyoko; Watanabe, Yasuyoshi

    2011-01-14

    Decrease in intrinsic motivation is a common complaint among elementary and junior high school students, and is related to poor academic performance. Since grade-dependent development of cognitive functions also influences academic performance by these students, we examined whether cognitive functions are related to the prevalence of decrease in intrinsic academic motivation. The study group consisted of 134 elementary school students from 4th to 6th grades and 133 junior high school students from 7th to 9th grades. Participants completed a questionnaire on intrinsic academic motivation. They also performed paper-and-pencil and computerized cognitive tests to measure abilities in motor processing, spatial construction, semantic fluency, immediate memory, short-term memory, delayed memory, spatial working memory, and selective, alternative, and divided attention. In multivariate logistic regression analyses adjusted for grade and gender, scores of none of the cognitive tests were correlated with the prevalence of decrease in intrinsic academic motivation in elementary school students. However, low digit span forward test score and score for comprehension of the story in the kana pick-out test were positively correlated with the prevalence of decrease in intrinsic academic motivation in junior high school students. The present findings suggest that decrease in capacity for verbal memory is associated with the prevalence of decrease in intrinsic academic motivation among junior high school students.

  19. Patient loyalty and the social media effect.

    Verkamp, Jamie

    2013-01-01

    In a changing healthcare environment, patient loyalty has never been more important. However, creating patient loyalty can mean more than providing quality health services within the four walls of the medical office. With patients turning to online sources and social media in search of advice and a better patient experience, we must now ensure that patients have meaningful engagements with us across the continuum of care, from the phone, to the office, to social media tools like Facebook and YouTube as we look to build loyalty and grow our referral volumes.

  20. Loyalty Card Promotional Activity in Budget Hotel

    Teng, Fei

    2010-01-01

    Loyalty card is one of the most commonly used promotional activities in business. Thus far, there are some research has been done on luxury hotel, but very few researches are on budget hotel. So, the purpose of the thesis is finding out the Swedish customers’ attitude and behavior towards budget hotel’s loyalty card; getting to know what factors influence Swedish customers’ response towards the loyalty card and budget hotels. In the thesis, the main research problem is “How do Swedish custome...

  1. Decreasing Striatopallidal Pathway Function Enhances Motivation by Energizing the Initiation of Goal-Directed Action

    Carvalho Poyraz, Fernanda; Holzner, Eva; Bailey, Matthew R.; Meszaros, Jozsef; Kenney, Lindsay; Kheirbek, Mazen A.

    2016-01-01

    Altered dopamine D2 receptor (D2R) binding in the striatum has been associated with abnormal motivation in neuropsychiatric disorders, including schizophrenia. Here, we tested whether motivational deficits observed in mice with upregulated D2Rs (D2R-OEdev mice) are reversed by decreasing function of the striatopallidal “no-go” pathway. To this end, we expressed the Gαi-coupled designer receptor hM4D in adult striatopallidal neurons and activated the receptor with clozapine-N-oxide (CNO). Using a head-mounted miniature microscope we confirmed with calcium imaging in awake mice that hM4D activation by CNO inhibits striatopallidal function measured as disinhibited downstream activity in the globus pallidus. Mice were then tested in three operant tasks that address motivated behavior, the progressive ratio task, the progressive hold-down task, and outcome devaluation. Decreasing striatopallidal function in the dorsomedial striatum or nucleus accumbens core enhanced motivation in D2R-OEdev mice and control littermates. This effect was due to increased response initiation but came at the cost of goal-directed efficiency. Moreover, response vigor and the sensitivity to changes in reward value were not altered. Chronic activation of hM4D by administering CNO for 2 weeks in drinking water did not affect motivation due to a tolerance effect. However, the acute effect of CNO on motivation was reinstated after discontinuing chronic treatment for 48 h. Used as a therapeutic approach, striatopallidal inhibition should consider the risk of impairing goal-directed efficiency and behavioral desensitization. SIGNIFICANCE STATEMENT Motivation involves a directional component that allows subjects to efficiently select the behavior that will lead to an optimal outcome and an activational component that initiates and maintains the vigor and persistence of actions. Striatal output pathways modulate motivated behavior, but it remains unknown how these pathways regulate specific

  2. Decreasing Striatopallidal Pathway Function Enhances Motivation by Energizing the Initiation of Goal-Directed Action.

    Carvalho Poyraz, Fernanda; Holzner, Eva; Bailey, Matthew R; Meszaros, Jozsef; Kenney, Lindsay; Kheirbek, Mazen A; Balsam, Peter D; Kellendonk, Christoph

    2016-06-01

    Altered dopamine D2 receptor (D2R) binding in the striatum has been associated with abnormal motivation in neuropsychiatric disorders, including schizophrenia. Here, we tested whether motivational deficits observed in mice with upregulated D2Rs (D2R-OEdev mice) are reversed by decreasing function of the striatopallidal "no-go" pathway. To this end, we expressed the Gαi-coupled designer receptor hM4D in adult striatopallidal neurons and activated the receptor with clozapine-N-oxide (CNO). Using a head-mounted miniature microscope we confirmed with calcium imaging in awake mice that hM4D activation by CNO inhibits striatopallidal function measured as disinhibited downstream activity in the globus pallidus. Mice were then tested in three operant tasks that address motivated behavior, the progressive ratio task, the progressive hold-down task, and outcome devaluation. Decreasing striatopallidal function in the dorsomedial striatum or nucleus accumbens core enhanced motivation in D2R-OEdev mice and control littermates. This effect was due to increased response initiation but came at the cost of goal-directed efficiency. Moreover, response vigor and the sensitivity to changes in reward value were not altered. Chronic activation of hM4D by administering CNO for 2 weeks in drinking water did not affect motivation due to a tolerance effect. However, the acute effect of CNO on motivation was reinstated after discontinuing chronic treatment for 48 h. Used as a therapeutic approach, striatopallidal inhibition should consider the risk of impairing goal-directed efficiency and behavioral desensitization. Motivation involves a directional component that allows subjects to efficiently select the behavior that will lead to an optimal outcome and an activational component that initiates and maintains the vigor and persistence of actions. Striatal output pathways modulate motivated behavior, but it remains unknown how these pathways regulate specific components of motivation. Here

  3. Functions of Utopia: How Utopian Thinking Motivates Societal Engagement.

    Fernando, Julian W; Burden, Nicholas; Ferguson, Adam; O'Brien, Léan V; Judge, Madeline; Kashima, Yoshihisa

    2018-05-01

    Images of ideal societies, utopias, are all around us; yet, little is known of how utopian visions affect ordinary people's engagement with their societies. As goals for society, utopias may elicit processes of collective self-regulation, in which citizens are critical of, or take action to change, the societies they live in. In three studies, we investigated the psychological function of utopian thinking. In Study 1, measured utopianism was correlated with the activation of three utopian functions: change, critique, and compensation. In Study 2, primed utopian thinking consistently enhanced change and criticism intentions. Study 3 also provided evidence that mental contrasting-first imagining a utopian vision and then mentally contrasting the current society to this vision-underlies the facilitative effect of utopian thinking on societal engagement.

  4. Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

    Omar, Nor Asiah; Musa, Rosidah; Nazri, Muhamad Azrin

    2007-01-01

    Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set util...

  5. Customer loyalty programs: the role of different value constructs in building customer loyalty

    So, Jing Theng

    2017-01-01

    In times of severe competition, loyalty programs (LPs) are introduced by firms to provide customers with added value to gain higher levels of loyalty and retention. While LPs are claimed to engender customer loyalty, researchers have not reached a decision about whether these programs are worthwhile for businesses in the long-run. Despite being a popular research area in the marketing literature, previous studies have found inconsistent results regarding the effectiveness of these programs in...

  6. Interaction of Employee Loyalty and Customer Loyalty in the Service Industry

    monireh dabooeian; manijeh gharecheh

    2011-01-01

    Abstract The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make ...

  7. Do Loyalty Programs Enhance Behavioral Loyalty: An Empirical Analysis Accounting for Program Design and Competitive Effects

    Leenheer, J.; Bijmolt, T.H.A.; van Heerde, H.J.; Smidts, A.

    2002-01-01

    This paper studies the effects of loyalty programs on share-of-wallet using market-wide household panel data on supermarket purchases.We find that loyalty programs relate positively to share-of-wallet, but the programs differ in effectiveness and some are ineffective.Both a saving component and a multi-vendor structure enhance the effectiveness of a loyalty program, but high discounts do not lead to higher share-of-wallets.Further, if households have multiple loyalty cards, the effectiveness ...

  8. The mismanagement of customer loyalty.

    Reinartz, Werner; Kumar, V

    2002-07-01

    Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

  9. The Loyalty Model of Private University Student

    Leonnard

    2014-04-01

    Full Text Available This study investigates Loyalty Model of Private University Student by using STIKOM London School of Public Relation as a study case. This study examined the model from service quality, college image, price, trust and satisfaction perspective. Thus, the objective of this study is to examine and analyze the effect of service quality, college image, tuition fee, trust and satisfaction towards students’ loyalty; the effect of service quality, college image, price and satisfaction towards trust; and the effect of service quality, college image and price towards satisfaction. This study used survey methodology with causal design. The samples of the study are 320 college students. The gathering of data is conducted by using questionnaire in likert scale. The analysis of the data used a Structural Equation Model (SEM approach. The implication of this study is portraying a full contextual description of loyalty model in private university by giving an integrated and innovated contribution to Student Loyalty Model in private university..

  10. How retailer coupons increase attitudinal loyalty

    Wierich, Ralf; Zielke, Stephan

    2014-01-01

    Purpose – The aim of this paper is to investigate how different design elements of retailer coupons increase the attitudinal loyalty towards retailers. Design/methodology/approach – Three design elements are manipulated in a 2x2x2 experimental design. Data is analysed using structural equation...... and the minimum purchase amount require at least some cognitive processing to have a loyalty impact. Research limitations/implications – Future studies can use the developed framework to test the impact of other design elements, promotion types or loyalty schemes. Practical implications – The results underline...... that personalization offers opportunities for increasing loyalty without the necessity of large investments. As these effects can occur without redemption, coupon promotions should not be evaluated based on redemption rates only. Originality/value – The study extends existing research by focusing on retailer coupons...

  11. Extending the prevalent consumer loyalty modelling

    Olsen, Svein Ottar; Tudoran, Ana Alina; Brunsø, Karen

    2013-01-01

    Purpose: This study addresses the role of habit strength in explaining loyalty behaviour. Design/methodology/approach: The study uses 2063 consumers’ data from a survey in Denmark and Spain, and multigroup structural equation modelling to analyse the data. The paper describes an approach employing...... the psychological meanings of the habit construct, such as automaticity, lack of awareness or very little conscious deliberation. Findings: The findings suggest that when habits start to develop and gain strength, less planning is involved, and that the loyalty behaviour sequence mainly occurs guided...... by automaticity and inertia. A new model with habit strength as a mediator between satisfaction and loyalty behaviour provides a substantial increase in explained variance in loyalty behaviour over the traditional model with intention as a mediator. Originality/value: This study contributes to the existent...

  12. The Loyalty Model of Private University Student

    Leonnard

    2014-04-01

    Full Text Available This study investigates Loyalty Model of Private University Student by using STIKOM London School of Public Relation as a study case. This study examined the model from service quality, college image, price, trust and satisfaction perspective. Thus, the objective of this study is to examine and analyze the effect of service quality, college image, tuition fee, trust and satisfaction towards students’ loyalty; the effect of service quality, college image, price and satisfaction towards trust; and the effect of service quality, college image and price towards satisfaction. This study used survey methodology with causal design. The samples of the study are 320 college students. The gathering of data is conducted by using questionnaire in likert scale. The analysis of the data used a Structural Equation Model (SEM approach. The implication of this study is portraying a full contextual description of loyalty model in private university by giving an integrated and innovated contribution to Student Loyalty Model in private university.

  13. Decisions of customers loyalty programs formation

    Gudonavičienė, Rasa; Rutelionė, Aušra

    2009-01-01

    In order that company could be prosper, successful and competitive in the market it has to keep the customer loyal. Recently business companies have started to focus on the present customers more, seeking to keep them by using various loyalty programs. Well prepared and developed loyalty stimulation tools can be effective method to strengthen relations with customers, increase sales, identify the most popular and best saleable products, evaluate how to choose the best price decisions, form th...

  14. Studying brand loyalty in the cosmetics industry

    Usman Yousaf

    2012-12-01

    Full Text Available Background: The purpose of this research is to know the brand loyalty and contribute to the knowledge that how brand credibility, brand awareness, brand association, perceived quality, and product knowledge is important to build brand loyalty. Method: Data were collected from the female's students of department from the university of Sargodha Final analysis was performed on 125 valid respondents. Cronbach's Alpha statistic was used in order to check the reliability of the scale.  Regression was used in order to test the hypothesis. Correlation analysis was used to study the relationship between the variables such that this analysis studied the positive relation of all the independent variables (brand credibility, brand awareness, brand association, perceived quality and product knowledge with the dependent variable (brand loyalty. Results and Conclusion: The results indicate the positive relationships between brand credibility, brand awareness, brand association, perceived quality, product knowledge (independent variables and brand loyalty (dependent variables. Further among all the variables studied brand awareness has the highest impact on brand loyalty and according to this research L'Oreal consumer is more as compare to other brands.  Although this research specifically studies the Brand Loyalty in University of Sargodha. However more importantly, the purpose of this study is that cosmetic industry must focus on brand association, perceived quality, product knowledge, brand credibility in order to build Brand Loyalty. To the best of researcher's knowledge, this research is first of its kind in the University of Sargodha which studies student's credibility, awareness, association, perceived quality, product knowledge and loyalty toward their favorite cosmetics brand. The results of this study are limited by the specificity of the geographic context by taking a sample of 125 students of one department from total population of University of

  15. Brand Awareness and Consumer Loyalty in Malaysia

    Firend, A.R; Alvandi, S.

    2015-01-01

    The objectives of this study is to evaluate consumer's awareness of brand by studying the relationship between brand awareness and variables such as customer loyalty, customer satisfaction, customer trust and quality of services. The study examines the relationship through a quantitative research methodology conducted in main peninsula Malaysia. The examined brand Air Asia airline's services in Malaysia. This study finds the existence of crucial association between customer loyalty, trust, sa...

  16. Pentingnya Brand Loyalty terhadap Minat Beli Ulang

    Hadi, Prasetyo; Sumarto, Sumarto

    2010-01-01

    Brand loyalty provides strategic value to the company if managed properly. For example, the reduction of marketing costs, increase sales and market share, create brand awareness, growing interest in new customers. Including providing opportunities for the company time to anticipate a possible threat from rivals. Thus, marketing is a battle of consumer perception and brand loyalty, not just a battle of products.The purpose of this study was to investigate the effect of positioning strategy tow...

  17. Retail brand architecture and consumer store loyalty

    Brunsø, Karen; Grunert, Klaus G.

    is to investigate the relationship between consumers perceived retail brand architecture, their store satisfaction and loyalty. Furthermore we use perceived store image as a mediating factor in our framework. In total 772 Danish households participated in a telephone interview and returned questionnaires by mail....... The major contribution of this research is to conceptualise and empirically investigate the role of brand architecture for perceived store image, store satisfaction and loyalty....

  18. On the relationship between perceived service quality, service loyalty and switching costs

    Ruyter, de J.C.; Wetzels, M.G.M.; Bloemer, J.M.M.

    1998-01-01

    In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and

  19. Alone Is a Crowd: Social Motivations, Social Withdrawal, and Socioemotional Functioning in Later Childhood

    Coplan, Robert J.; Rose-Krasnor, Linda; Weeks, Murray; Kingsbury, Adam; Kingsbury, Mila; Bullock, Amanda

    2013-01-01

    The primary goals of this study were to test a conceptual model linking social approach and avoidance motivations, socially withdrawn behaviors, and peer difficulties in later childhood and to compare the socioemotional functioning of different subtypes of withdrawn children (shy, unsociable, avoidant). Participants were 367 children, aged 9-12…

  20. Influence of Peripheral and Motivational Cues on Rigid-Flexible Functioning: Perceptual, Behavioral, and Cognitive Aspects

    Cretenet, Joel; Dru, Vincent

    2009-01-01

    Recent research has shown that performing approach versus avoidance behaviors (arm flexion vs. extension) effectively influences cognitive functioning. In another area, lateralized peripheral activations (left vs. right side) of the motivational systems of approach versus avoidance were linked to various performances in cognitive tasks. By…

  1. Implications of Motivating Operations for the Functional Analysis of Consumer Choice

    Fagerstrom, Asle; Foxall, Gordon R.; Arntzen, Erik

    2010-01-01

    The present article introduces the concept of Motivating Operation (MO) to the context of consumer choice and discusses the function of the concept of MO in the context of the Behavioral Perspective Model (BPM). Including MO as part of the consumer behavior setting leads to a more comprehensive analysis and, as a result, improves our understanding…

  2. Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

    Livia Vania Suwono

    2016-04-01

    Full Text Available Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research.Kesadaran akan hidup sehat dalam masyarakat semakin meningkat. Oleh karenaitu, perusahaan-perusahaan pusat kebugaran termotivasi untuk focus pada peluang bisnis ini. Dengan demikian, pemahaman akan kepuasan konsumen yang dapat menjadikan konsumen semakin loyal adalah penting bagi perusahaan. Penelitian ini focus pada variable biaya perpindahan, nilai yang diterima konsumen, lingkungan fisik, dan kepuasan konsumen dalam memprediksi loyalitas konsumen. Data dikumpulkan melalui penyebaran kuesioner pada mahasiswa di sebuah universitas swasta. Data kemudian dianalisis dengan menggunakan regresi berganda. Hasil penelitian menunjukkan bahwa terdapat tiga hipotesis yang didukung. Hipotesis tersebut adalah hubungan antara biaya perpindahan dan nilai yang diterima konsumen, hubungan antara nilai yang diterima konsumen dan kepuasan konsumen, dan hubungan antara kepuasan konsumen dan loyalitas konsumen

  3. Divided by Loyalty: The Debate Regarding Loyalty Provisions in the National Defense Education Act of 1958

    Maher, Brent D.

    2016-01-01

    The National Defense Education Act (NDEA) of 1958 was the first federal investment in low-interest student loans and became a precedent for expansion of student loans in the Higher Education Act of 1965. In its controversial loyalty provisions, the NDEA required loan recipients to affirm loyalty to the U.S. government. Between 1958 and 1962,…

  4. Do Loyalty Programs Enhance Behavioral Loyalty : An Empirical Analysis Accounting for Program Design and Competitive Effects

    Leenheer, J.; Bijmolt, T.H.A.; van Heerde, H.J.; Smidts, A.

    2002-01-01

    This paper studies the effects of loyalty programs on share-of-wallet using market-wide household panel data on supermarket purchases.We find that loyalty programs relate positively to share-of-wallet, but the programs differ in effectiveness and some are ineffective.Both a saving component and a

  5. Shopper Loyalty to Whom? Chain Versus Outlet Loyalty in the Context of Store Acquisitions

    van Lin, Arjen; Gijsbrechts, E.

    2014-01-01

    When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

  6. Shopper loyalty to whom? Chain versus outlet loyalty in the context of store acquisitions

    van Lin, A.I.J.G.; Gijsbrechts, E.

    When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

  7. Corporate Social Responsibility and Poor’s Child Well Being in Developing Customer’s Loyalty

    Syahrial Mukhtar

    2012-06-01

    Full Text Available This research was conducted to analyze the contribution of Corporate Social Responsibility (CSR perceived motives in enhancing poor children's well being and consumer loyalty. CSR strategy studied were CSR strategies implemented by two companies, Garuda Indonesia and Pertamina, which are State Owned Companies (fully or partially owned by government of Indonesia. Garuda Indonesia is a service company engaged in airline industry, and Pertamina is a non service company engaged in oil and gas industry.Using factor analysis and multiple regression, the result indicates some differences between firms CSR activities in in developing children well being and customer loyalty. This result has implication for the firm that different type of CSR activities and different industry will reflect different motives, further have different impact in children’s well being.

  8. Are intrinsic motivational factors of work associated with functional incapacity similarly regardless of the country?

    Väänänen, A; Pahkin, K; Huuhtanen, P; Kivimäki, M; Vahtera, J; Theorell, T; Kalimo, R

    2005-10-01

    Many psychosocial models of wellbeing at work emphasise the role of intrinsic motivational factors such as job autonomy, job complexity, and innovativeness. However, little is known about whether the employees of multinational enterprises differ from country to country with regard to intrinsic motivational factors, and whether these factors are associated with wellbeing similarly in the different countries. The purpose of this study was to examine the level of intrinsic motivational factors and their impact on functional incapacity in different countries in a multinational corporation. In 2000, data were collected from a globally operating corporation with a questionnaire survey. The participants were 13 795 employees (response rate 59%; 56% under age 45; 80% men; 61% blue collar employees), who worked in similar industrial occupations in five countries (Canada, China, Finland, France, and Sweden). The Chinese employees reported higher autonomy and lower complexity at work than the employees from the other countries. After adjustment for age, sex, socioeconomic status, and physical work environment, job autonomy, and job complexity at work were associated with functional incapacity in most countries, whereas in China the impact was significantly stronger. In Finland and in China employees with low innovativeness at work were more prone to functional incapacity than corresponding employees in other countries. The level of intrinsic motivational factors varied between the Chinese employees and those in other countries. In line with theoretical notions, the relation between intrinsic motivational factors of work and functional incapacity followed a similar pattern in the different countries. However, these country specific results show that a culture specific approach to employee wellbeing should also be applied.

  9. Growth, functional capacities and motivation for achievement and competitiveness in youth basketball: an interdisciplinary approach.

    Carvalho, Humberto Moreira; Gonçalves, Carlos E; Collins, Dave; Paes, Roberto R

    2018-04-01

    The interaction of multiple influences on the path to sport success is not yet fully understood by sport scientists. In this study, we examined variation in body size, functional capacities and motivation for achievement, competitiveness and deliberate practice of youth basketball players associated with differences in biological maturity status, chronological age and years of training experience. Reflecting the importance of interactive effects, we examined the relationships between the psychological variables and functional capacities. Fifty-eight male basketball players aged 9.5 to 15.5 years were considered. Variables included chronological age, estimated age at peak height velocity, stature, body mass and sitting height by anthropometry; the Work and Family Orientation and Deliberate Practice Motivation Questionnaires were also used. Finally, the Line Drill test and Yo-Yo Intermittent Recovery level 1 (Yo-Yo IR1) tests were used as functional capacities indicators for basketball. Variance components models derived from series of multilevel linear regression models revealed a substantial variation by maturity status for body size, functional capacities indicators, mastery and will to excel. The influence of estimated maturity status on mastery and will to excel was independent of age and years of experience. In contrast, no relationships were observed between psychological variables and functional capacities indicators. We conclude that growth-related changes are relevant to understanding players´ motivations for achievement, competitiveness and deliberate practice. This should be of interest to those involved in the selection and development of youth basketball players.

  10. The Motivation of Innovation Activity of Employees of Enterprises in Cross-Functional Teams

    Doroshkevych Kateryna O.

    2018-03-01

    Full Text Available The process of motivation is considered, and its importance in the development of innovation activities of employees of enterprises is indicated: in the process of motivation it is possible to induce workers to creative activity, to provide social and technical interaction between team members, as well as their effective communication, etc. Effectiveness of these processes increases in cross-functional groups (teams. For a deeper understanding of the essence of the researched concept, the process of creating cross-functional teams, their typical composition and characteristic features (attributes, principles of functioning, types of tasks to be solved, etc were studied. For the motivation of innovation activity of employees of enterprises in cross-functional teams, it is recommended to combine both the material and the non-material stimulation. For the material stimulation of employees, it is necessary to ensure the use of surcharges and allowances (allowance for the intensity of work, for high achievements in work, for the performance of particularly important work, allowance for the combination of professions (posts. The non-material stimulation is recommended to be carried out by involving employees of cross-functional teams to management, in particular by applying the «reward for behavior» methodology.

  11. Which retailers adopt a loyalty program? An empirical study

    Leenheer, J.; Bijmolt, T.H.A.

    2008-01-01

    This paper examines antecedents of retailers’ loyalty program adoption and their perceptions regarding loyalty program effectiveness. The investigated antecedents consists of sector, competitive and demand, and firm characteristics. To test the hypotheses, we surveyed 180 retail companies active in

  12. Brand Loyalty: Impact of Cognitive and Affective Variables

    Mourad TOUZANI; Azza TEMESSEK

    2009-01-01

    Studies on brand loyalty typically focus on the behavioural side of brand loyalty or on the attitudinal side. Rare are the studies that examine simultaneously both components of brand loyalty. The present study was performed to describe the conjoint contribution of cognitive and affective variables in the formation of brand loyalty. A questionnaire was administered to 400 shampoo users. A confirmatory analysis was performed to test the conceptual model presented. The results provide a better ...

  13. AN ANALYSIS OF THE BRAND LOYALTY BASED CONSUMER TYPOLOGY

    Moisescu Ovidiu Ioan

    2007-01-01

    Even though the number of brands has strongly increased in recent years, only a few managed to endow themselves with significant brand loyalty. Besides the actual proprietary brand assets, such as patents and trademarks, other major elements like brand loyalty, perceived quality, brand associations, and others, underlie brand equity. A successful brand strategy must be based on creating brand loyalty. For achieving this goal consumers must be classified on a loyalty basis, while marketing str...

  14. FACTORS INFLUENCING BRAND LOYALTY IN PROFESSIONAL SPORTS FANS

    Yun-Tsan Lin; Chen-Hsien Lin

    2008-01-01

    Many researchers have provided comprehensive definitions for the term of brand loyalty and also examined the factors affecting brand loyalty with many empirical studies. But there is little research focusing on the brand loyalty of professional sports fans. The topic area about factors influencing brand loyalty in professional sports fans was identified because these fans bring significant financial benefits every year and stimulate economic growth in the United States. Although different con...

  15. Relationship Marketing Through the Prism of Customer Loyalty

    Bivainis, Juozas

    2011-01-01

    The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

  16. Factors Influencing Brand Loyalty For Samsung Mobile Users In Nepal

    Singh, Bikash

    2016-01-01

    Master's thesis Business Administration BE501 - University of Agder 2016 Brand loyalty is one of the key element to success for the business organization. There is a high competition between the brand of the smart phone companies, so it is necessary to develop customer trust to build brand loyalty. The study aims to identify the factors influencing brand loyalty in Nepalese market. The model studies the effect of different independent variables that determines brand loyalty. Regression ana...

  17. The Effects of Brand Loyalty on Competitive Price Promotional Strategies

    Jagmohan S. Raju; V. Srinivasan; Rajiv Lal

    1990-01-01

    This paper analyzes the role played by brand loyalty in determining optimal price promotional strategies used by firms in a competitive setting. (Loyalty is operationalized as the minimum price differential needed before consumers who prefer one brand switch to another brand.) Our objective is to examine how loyalties toward the competing brands influence whether or not firms would use price promotions in a product category. We also examine how loyalty differences lead to variations in the de...

  18. 'Online Shopping’ Customer Satisfaction and Loyalty in Norway

    Sankaran, Pervaiz Ali and Sudha

    2010-01-01

    The primary goal of this research is to analyze the customer satisfaction and loyalty of the online customers in Norway. The theoretical framework discusses in brief about the effects of customer loyalty and retention on customer satisfaction. The study on customer satisfaction and loyalty has been done from the perspective of a firm performing online business. To understand the customer satisfaction and loyalty level of online Norwegian shoppers, we pursued with the collection of quantitativ...

  19. Self-perceptions, motivation, and school functioning of low-income maltreated and comparison children.

    Barnett, D; Vondra, J I; Shonk, S M

    1996-05-01

    Maltreated children are at risk for disturbances and delays in their socioemotional and scholastic functioning. This study examined the impact of child maltreatment and age on perceptions of competence, and the relations among perceived competence, motivation, and school functioning. The sample included 76 school children living in poverty, approximately two-thirds of whom had been victims of child maltreatment. Results indicated that both maltreated and nonmaltreated children exhibited maladaptive motivational orientations toward scholastic tasks and poor academic performance, supporting the idea that threats to scholastic functioning reside as much within the ecology of poverty as in that of maltreatment. Over and above the general effects of poverty, maltreatment was found to disrupt the psychological processes accounting for children's scholastic performance. Results revealed that younger maltreated children (6- and 7-year-olds) reported more inflated self-perceptions of competence and social acceptance than nonmaltreated children. In contrast, older maltreated children (8- through 11-year-olds) reported lower perceived social acceptance than nonmaltreated children. Among older nonmaltreated children, perceived competence was positively related to teacher's ratings of their effort, intrinsic motivation, and grades. For older maltreated children, these relations among self-perceptions and school functioning were in the opposite direction from those of nonmaltreated children, suggesting that the determinants of academic engagement are different for maltreated and nonmaltreated children.

  20. Sociodemographic Factors Differentiating the Consumer and the Motivations for Functional Food Consumption.

    Kraus, Artur; Annunziata, Azzurra; Vecchio, Riccardo

    2017-02-01

    The aim of this study was to determine the (1) role of gender, age, and education in the evaluation of multidimensional criteria of the purchase of functional products, which were (a) quality and organoleptic attributes, (b) attributes of packaging and labeling, (c) healthful properties, (d) functional components, (e) base product (carrier) and (2) most important motives for the purchase and consumption of functional food among consumers of different sociodemographic profiles. The data were collected in direct interviews. The sample (n = 200) consisted of 137 women and 63 men age 18-60 years. The research tool was a questionnaire divided into 4 sections. The first one included quality attributes. The second one included healthful properties, functional components, and carriers. The third one concerned the motives for purchasing functional food and included the consequences and values. In the fourth section the participants were asked about gender, age, and education. Gender, age, and education differentiated the criteria influencing the decision to purchase functional food. Women, older people (35-60 years), and those with university education attach the greatest importance to naturalness, nutritional value, freshness, food safety, and quality guarantee. Clear differences between men and women appear in the field of functional components, which are significantly more important for women than for men. Gender, age, and education essentially differentiate the preferences for base product (carrier). Young men prefer meat products in the role of functional carriers. In turn, women and older men prefer cereal products as basic functional carriers. Young consumers are more open to high-technology food processing. Motivations are differentiated by age and gender. Young men, as opposed to women and older men, attach less importance to functional and psychological consequences: improvement of health, healthy eating, conscious choice, and health promotion. Women and older

  1. The adoption and effectiveness of loyalty programs in retailing

    Leenheer, J.

    2004-01-01

    Loyalty programs have widely appeared in several sectors, with the aim of enhancing customer loyalty and profitability. This dissertation examines which role loyalty programs can play in the company's marketing-mix, with a special focus on retailing. The dissertation consists of three independent

  2. Creating effective loyalty programs knowing what (wo-)men want

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate

  3. The benefit of guest loyalty programmes | La Rose | Research in ...

    In the literature review of this research, the following aspects are discussed: a loyalty programme and its use; the sort of loyalty programmes; the effects of a loyalty programme; and the wishes and needs of a leisure guest. Surveys were divided among 46 leisure guests of Apollo Hotels and Resorts in order to collect data on ...

  4. Automatic Attention towards Face or Body as a Function of Mating Motivation

    Hui Jing Lu

    2012-01-01

    Full Text Available Because women's faces and bodies carry different cues of reproductive value, men may attend to different perceptual cues as functions of their long-term versus short-term mating motivations. We tested this hypothesis in three experiments on 135 male and 132 female participants. When influenced by short-term rather than long-term mating motivations, men's attention was captured by (Study 1, was shifted to (Study 2, and was distracted by (Study 3 the waist/hip area rather than the face on photographs of attractive women. Similar effects were not found among the female participants in response to photographs of attractive men. These results support the evolutionary view that, similar to the attentional selectivity found in other domains of life, male perceptual attention has evolved to selectively capture and hold reproductive information about the opposite sex as a function of short-term versus long-term mating goals.

  5. Student satisfaction and loyalty in Denmark

    Shahsavar, Tina; Sudzina, Frantisek

    2017-01-01

    Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field...... more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes...... the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student...

  6. Examining the Roles of Work Autonomous and Controlled Motivations on Satisfaction and Anxiety as a Function of Role Ambiguity.

    Gillet, Nicolas; Fouquereau, Evelyne; Lafrenière, Marc-André K; Huyghebaert, Tiphaine

    2016-07-03

    Past research in the self-determination theory has shown that autonomous motivation is associated with positive outcomes (e.g., work satisfaction), whereas controlled motivation is related to negative outcomes (e.g., anxiety). The purpose of the present research was to examine the moderating function of role ambiguity on the relationships between work autonomous and controlled motivations on the one hand, and work satisfaction and anxiety on the other. Six hundred and ninety-eight workers (449 men and 249 women) participated in this study. Results revealed that autonomous motivation was most strongly related to satisfaction when ambiguity was low. In addition, controlled motivation was most strongly related to anxiety when ambiguity was high. In other words, the present findings suggest that the outcomes associated with each form of motivation may vary as a function of role ambiguity. The present study thus offers meaningful insights for organizations, managers, and employees.

  7. Costs of Loyalty Programmes Implementation in Pharmacies

    Maria Sierpińska

    2010-10-01

    Full Text Available Receiving the customer is in todays market realities top marketing companies. The build a sustainable partnership relation between the seller and the buyer is decide on businesses, takings and profit potential. Increasingly, therefore, perpetuates the view that create lasting relationships is an essential factor in improving the effectiveness of marketing activities conducted by modern businesses. The paper presents the implementation costs of loyalty programmes in pharmacies. These costs are presented based on a study of one of the largest pharmacy loyalty programmes in Poland: I care for health.

  8. The Mission of customer loyalty programmes and peculiarities of their development

    Bagdonienė, Liudmila; Jakštaitė, Rasa

    2006-01-01

    Loyalty is a characteristic of a person showing any relation with an object – goods, service or enterprise. Nowadays it is important to earn loyalty of investors, employees and customers. The article deals with essence of customer loyalty, dimensions of customer loyalty, mission, goals, tasks of customer loyalty as well as disputes a process of developing customer loyalty programme: choice of a target group, grounding the structure implementing customer loyalty programme, registration of part...

  9. Patient influences on satisfaction and loyalty for GP services.

    Rundle-Thiele, Sharyn; Russell-Bennett, Rebekah

    2010-04-01

    Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels of loyalty while older patients and patients visiting a GP more frequently reported higher levels of loyalty. The results suggest that extending patient-centered care practices to encompass all patients may be warranted in order to improve patient satisfaction and loyalty. Further, future research opportunities abound, with intervention and dyadic research methodologies recommended.

  10. Brand Loyalty: Impact of Cognitive and Affective Variables

    Mourad TOUZANI

    2009-01-01

    Full Text Available Studies on brand loyalty typically focus on the behavioural side ofbrand loyalty or on the attitudinal side. Rare are the studies that examinesimultaneously both components of brand loyalty. The present study wasperformed to describe the conjoint contribution of cognitive and affectivevariables in the formation of brand loyalty. A questionnaire was administered to400 shampoo users. A confirmatory analysis was performed to test theconceptual model presented. The results provide a better knowledge about therole played by each factor in brand loyalty formation and emphasises the majorrole played by affective factors.

  11. Effect of team sports and resistance training on physical function, quality of life, and motivation in older adults

    Pedersen, Mogens Theisen; Vorup Petersen, Jacob; Nistrup, Anne

    2017-01-01

    The aim of this study was to investigate the effect of team sports and resistance training on physical function, psychological health, quality of life, and motivation in older untrained adults. Twenty-five untrained men and forty-seven untrained women aged 80 (range: 67-93) years were recruited...... levels. No differences between changes in TG and RG were found over the intervention period, neither in physical function tests nor psychological questionnaires. Both TG and RG were highly motivated for training, but TG expressed a higher degree of enjoyment and intrinsic motivation mainly due to social...... interaction during the activity, whereas RG was more motivated by extrinsic factors like health and fitness benefits. In conclusion, both team training and resistance training improved physical function, psychological well-being, and quality of life. However, team sport training motivated the participants...

  12. Modulation of working memory function by motivation through loss-aversion.

    Krawczyk, Daniel C; D'Esposito, Mark

    2013-04-01

    Cognitive performance is affected by motivation. Few studies, however, have investigated the neural mechanisms of the influence of motivation through potential monetary punishment on working memory. We employed functional MRI during a delayed recognition task that manipulated top-down control demands with added monetary incentives to some trials in the form of potential losses of bonus money. Behavioral performance on the task was influenced by loss-threatening incentives in the form of faster and more accurate performance. As shown previously, we found enhancement of activity for relevant stimuli occurs throughout all task periods (e.g., stimulus encoding, maintenance, and response) in both prefrontal and visual association cortex. Further, these activation patterns were enhanced for trials with possible monetary loss relative to nonincentive trials. During the incentive cue, the amygdala and striatum showed significantly greater activation when money was at a possible loss on the trial. We also evaluated patterns of functional connectivity between regions responsive to monetary consequences and prefrontal areas responsive to the task. This analysis revealed greater delay period connectivity between and the left insula and prefrontal cortex with possible monetary loss relative to nonincentive trials. Overall, these results reveal that incentive motivation can modulate performance on working memory tasks through top-down signals via amplification of activity within prefrontal and visual association regions selective to processing the perceptual inputs of the stimuli to be remembered. Copyright © 2011 Wiley Periodicals, Inc.

  13. Motivational deficits in major depressive disorder: Cross-sectional and longitudinal relationships with functional impairment and subjective well-being.

    Fervaha, Gagan; Foussias, George; Takeuchi, Hiroyoshi; Agid, Ofer; Remington, Gary

    2016-04-01

    Many individuals with major depressive disorder present with prominent motivational deficits; however, the effect of these symptoms on functional outcomes in the illness remains unclear. Individuals with major depression who participated in the Sequenced Treatment Alternatives to Relieve Depression study were included in the present investigation (N=1563). Motivational deficits were evaluated using a derived measure from the Hamilton Depression Rating Scale, while functioning was assessed using the Work and Social Adjustment Scale. Subjective outcomes were also evaluated using the Quality of Life Enjoyment and Satisfaction Questionnaire. After treatment with citalopram, over 70% of participants continued to experience some degree of motivational deficits. These deficits were significantly associated with greater functional impairments both globally and in each domain of functioning evaluated. These symptoms were also linked to worse subjective outcomes such as overall life satisfaction and quality of life. Change in the severity of motivational deficits over time was significantly linked with changes in outcome. Motivational deficits continued to demonstrate a significant association with outcomes, even after controlling for potentially confounding variables such as duration of depressive episode and severity of other depressive symptoms. Motivational deficits are significantly linked to the functional impairment present in many people with major depression, just as they are in other psychiatric illnesses such as schizophrenia. A greater understanding of the underlying mechanisms of these motivational deficits in particular, beyond other depressive symptoms, is critical to the development of strategies aimed at enhancing functional recovery and improved subjective well-being. Copyright © 2015 Elsevier Inc. All rights reserved.

  14. Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs

    Vishwas Maheshwari; George Lodorfos; Siril Jacobsen

    2014-01-01

    Marketing strategies for brands have shifted its focus on relationships and value creation that directly links to brand loyalty, is the main focus of this paper and two key factors: brand experience and brand commitment, within automotive sector, are investigated to examine relative relationships. These factors have already been established to have a connection to brand loyalty. However, as brand commitment consists of both affective and continuance commitment, it is still somewhat unclear ab...

  15. Interplay between air passengers' service quality, satisfaction, loyalty and loyalty programmes in South African owned airlines

    Mantey, Nicholas O.; Naidoo, Vannie

    2017-01-01

    Orientation: Delivering service quality is crucial for the continuous operation and sustainability of South African owned airlines. The term ‘South African owned airlines’ refers to six South African owned registered airlines, and is used for purpose of anonymity and confidentiality. Research purpose: The main aim of this study was to examine the interplay between service quality delivery, satisfaction, loyalty programmes and passengers’ loyalty to South African owned airlines. Motivati...

  16. The Significance of Loyalty on Consumer Credit Profitability

    Aditya Galih Prihartono

    2012-04-01

    Full Text Available The purpose of this research is to analyze and test the effect of customer loyalty on consumer credit profitability. Loyalty Index Score was developed to determine the level of customers’ loyalty level through 4 main variables; Longevity, Depth, Breadth and Referrals. The effect of Loyalty Index Score on profitability was further tested by path analysis to find out the significance direct relationship between loyalty and profitablity and the indirect relationship between the two variable through bucket. The result showed that loyalty has a significant effect on profitability either directly or indirectly. It was concluded that direct loyalty effect on profitability is lower than that of the indirect effect through bucket. The conclusion could be made by analyzing the available data from personal loan customers in one of the biggest multinational bank in indonesia during October 2010 until March 2011.

  17. Testing scales for beer brand loyalty

    Sudzina, Frantisek

    2017-01-01

    and Carlsberg beers, and to compare Cronbach's alphas for the two brands when evaluated by the same respondents. Both brands are produced by the Carlsberg Group, and both are lagers. The Carlsberg Group markets Tuborg as a more premium brand, and it also aims at women. Both validated loyalty scales - (repeat...

  18. Does patient satisfaction affect patient loyalty?

    Kessler, Daniel P; Mylod, Deirdre

    2011-01-01

    This paper aims to investigate how patient satisfaction affects propensity to return, i.e. loyalty. Data from 678 hospitals were matched using three sources. Patient satisfaction data were obtained from Press Ganey Associates, a leading survey firm; process-based quality measures and hospital characteristics (such as ownership and teaching status) and geographic areas were obtained from the Centers for Medicare and Medicaid Services. The frequency with which end-of-life patients return to seek treatment at the same hospital was obtained from the Dartmouth Atlas. The study uses regression analysis to estimate satisfaction's effects on patient loyalty, while holding process-based quality measures and hospital and market characteristics constant. There is a statistically significant link between satisfaction and loyalty. Although satisfaction's effect overall is relatively small, contentment with certain hospitalization experience may be important. The link between satisfaction and loyalty is weaker for high-satisfaction hospitals, consistent with other studies in the marketing literature. RESEARCH LIMITATION/IMPLICATIONS: The US hospitals analyzed are not a random sample; the results are most applicable to large, non-profit teaching hospitals in competitive markets. Satisfaction ratings have business implications for healthcare providers and may be useful as a management tool for private and public purchasers. The paper is the first to show that patient satisfaction affects actual hospital choices in a large sample. Because patient satisfaction ratings are also correlated with other quality measures, the findings suggest a pathway through which individuals naturally gravitate toward higher-quality care.

  19. Loyalty and Creativity in a Disciplinary Organization

    Kirkhaug, Rudi

    2009-01-01

    The relationship between loyalty to rules and the creativity that attempts to improve those same rules was examined among Norwegian army officers deployed in international operations. Today's army officers are faced with rapidly changing work conditions and unpredictable enemies, both of which challenge and outdate rules and routines. They thus…

  20. Loyalty Programmes : Current Knowledge and Research Directions

    Dorotic, Matilda; Bijmolt, Tammo H. A.; Verhoef, Peter C.

    Loyalty programmes (LPs) have increased in number and popularity, but their effects on customer behaviour remain equivocal, due to a lack of understanding of the drivers of LP effectiveness and insufficient generalizable conclusions across prior studies. This paper synthesizes current knowledge

  1. Your loyalty program is betraying you.

    Nunes, Joseph C; Drèze, Xavier

    2006-04-01

    Even as loyalty programs are launched left and right, many are being scuttled. How can that be? These days, everyone knows that an old customer retained is worth more than a new customer won. What is so hard about making a simple loyalty program work? Quite a lot, the authors say. The biggest challenges include clarifying business goals, engineering the reward structure, and creating incentives powerful enough to change buying behavior but not so generous that they erode margins. Additionally, companies have to sort out the puzzles of consumer psychology, which can result, for example, in two rewards of equal economic value inspiring very different levels of purchasing. In their research, the authors have discovered patterns in what the successful loyalty programs get right and in how the others fail. Together, their findings constitute a tool kit for designing something rare indeed: a program that won't do you wrong. To begin with, it's important to know exactly what a loyalty program can do. It can keep customers from defecting, induce them to consolidate certain purchases with one seller (in other words, win a greater share of wallet), prompt customers to make additional purchases, yield insight into their behavior and preferences, and turn a profit. A program can meet these objectives in several ways--for instance, by offering rewards (points, say, or frequent-flier miles) divisible enough to provide many redemption opportunities but not so divisible that they fail to lock in customers. Companies striving to generate customer loyalty should avoid five common mistakes: Don't create a new commodity, which can result in price wars and other tit-for-tat competitive moves; don't cater to the disloyal by making rewards easy for just anyone to reap; don't reward purchasing volume over profitability; don't give away the store; and, finally, don't promise what can't be delivered.

  2. Motivational and neurocognitive deficits are central to the prediction of longitudinal functional outcome in schizophrenia.

    Fervaha, G; Foussias, G; Agid, O; Remington, G

    2014-10-01

    Functional impairment is characteristic of most individuals with schizophrenia; however, the key variables that undermine community functioning are not well understood. This study evaluated the association between selected clinical variables and one-year longitudinal functional outcomes in patients with schizophrenia. The sample included 754 patients with schizophrenia who completed both baseline and one-year follow-up visits in the CATIE study. Patients were evaluated with a comprehensive battery of assessments capturing symptom severity and cognitive performance among other variables. The primary outcome variable was functional status one-year postbaseline measured using the Heinrichs-Carpenter Quality of Life Scale. Factor analysis of negative symptom items revealed two factors reflecting diminished expression and amotivation. Multivariate regression modeling revealed several significant independent predictors of longitudinal functioning scores. The strongest predictors were baseline amotivation and neurocognition. Both amotivation and neurocognition also had independent predictive value for each of the domains of functioning assessed (e.g., vocational). Both motivational and neurocognitive deficits independently contribute to longitudinal functional outcomes assessed 1 year later among patients with schizophrenia. Both of these domains of psychopathology impede functional recovery; hence, it follows that treatments ameliorating each of these symptoms should promote community functioning among individuals with schizophrenia. © 2014 John Wiley & Sons A/S. Published by John Wiley & Sons Ltd.

  3. Endocannabinoid Signaling in Motivation, Reward, and Addiction: Influences on Mesocorticolimbic Dopamine Function.

    Sagheddu, Claudia; Muntoni, Anna Lisa; Pistis, Marco; Melis, Miriam

    2015-01-01

    Evidence suggests that the endocannabinoid system has been conserved in the animal kingdom for 500 million years, and this system influences many critical behavioral processes including associative learning, reward signaling, goal-directed behavior, motor skill learning, and action-habit transformation. Additionally, the neurotransmitter dopamine has long been recognized to play a critical role in the processing of natural rewards, as well as of motivation that regulates approach and avoidance behavior. This motivational role of dopamine neurons is also based upon the evidence provided by several studies investigating disorders of dopamine pathways such as drug addiction and Parkinson's disease. From an evolutionary point of view, individuals engage in behaviors aimed at maximizing and minimizing positive and aversive consequences, respectively. Accordingly, those with the greatest fitness have a better potential to survival. Hence, deviations from fitness can be viewed as a part of the evolutionary process by means of natural selection. Given the long evolutionary history of both the endocannabinoid and dopaminergic systems, it is plausible that they must serve as fundamental and basic modulators of physiological functions and needs. Notably, endocannabinoids regulate dopamine neuronal activity and its influence on behavioral output. The goal of this chapter is to examine the endocannabinoid influence on dopamine signaling specifically related to (i) those behavioral processes that allow us to successfully adapt to ever-changing environments (i.e., reward signaling and motivational processes) and (ii) derangements from behavioral flexibility that underpin drug addiction. © 2015 Elsevier Inc. All rights reserved.

  4. [Executive functioning and motivation in preschool children at risk for learning difficulties in mathematics].

    Presentación-Herrero, M Jesús; Mercader-Ruiz, Jessica; Siegenthaler-Hierro, Rebeca; Fernández-Andrés, Inmaculada; Miranda-Casas, Ana

    2015-02-25

    Early identification of the factors involved in the development of learning difficulties in mathematics is essential to be able to understand their origin and implement successful interventions. This study analyses the capacity of executive functioning and of variables from the motivational belief system to differentiate and classify preschool children with and without risk of having difficulties in mathematics. A total of 146 subjects from the third year of preschool education took part in the study, divided into risk/no risk according to the score obtained on the operations subtest of the TEDI-MATH test. Working memory (verbal and visuospatial) and inhibition (with auditory and visual stimuli) neuropsychological tasks were applied. Teachers filled in a questionnaire on the children's motivation with regard to learning. Significant differences were found between the two groups on the working memory and inhibition-auditory factors, as well as on all the motivation variables. The results also show a similar power of classification, with percentages above 80%, for both groups of variables. The implications of these findings for educational practice are discussed.

  5. Understanding how prevocational training on care farms can lead to functioning, motivation and well-being.

    Ellingsen-Dalskau, Lina H; Berget, Bente; Pedersen, Ingeborg; Tellnes, Gunnar; Ihlebæk, Camilla

    2016-12-01

    Prevocational training aims to improve basic vocational and social skills, supporting return to work for people who have been out of work for a long time. Care farms provide prevocational training; the aim of the study was to use the self-determination theory to gain an understanding of how these programmes can lead to healthy functioning and motivation for clients. A total of 194 participants in prevocational training on care farms answered questions about demographic information, their perception of being a colleague, the social community on the farm, experiencing nature and animals and need satisfaction. A cross-sectional design resulting in a structural equation model was used to understand how elements of the care farm context influence satisfaction of three psychological needs. The results showed that a feeling of being a useful colleague led to competence, experiencing a sense of group belonging led to relatedness and autonomy, while receiving social support from the farmer led to satisfaction of all three needs for the participants. The results explain how prevocational training can stimulate participants' functionality, motivation and well-being. This understanding enables initiators and managers of prevocational training to understand and further strengthen the need-supportive elements of such programmes. Implications for Rehabilitation Prevocational training on care farms can facilitate motivation, functioning and well-being for clients. Making clients feel like useful colleagues that belong to a client group will strengthen the positive qualities of these programmes. Support, understanding and acknowledgement from the farmer are the most important elements for a positive development for the clients.

  6. Effect of team sports and resistance training on physical function, quality of life, and motivation in older adults

    Petersen, Jacob Vorup

    2016-01-01

    The aim of this study was to investigate the effect of team sports and resistance training on physical function, psychological health, quality of life, and motivation in older untrained adults. Twenty-five untrained men and forty-seven untrained women aged 80 (range: 67-93) years were recruited...... curls within 30 seconds (Phealth-related quality of life, as well as decreased anxiety and depression...... interaction during the activity, whereas RG was more motivated by extrinsic factors like health and fitness benefits. In conclusion, both team training and resistance training improved physical function, psychological well-being, and quality of life. However, team sport training motivated the participants...

  7. Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

    Nor Asiah Omar

    2007-09-01

    Full Text Available Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994 have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003, further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and

  8. Changes in Intrinsic Motivation as a Function of Negative Feedback and Threats.

    Deci, Edward L.; Cascio, Wayne F.

    Recent studies have demonstrated that external rewards can affect intrinsic motivation to perform an activity. Money tends to decrease intrinsic motivation, whereas positive verbal reinforcements tend to increase intrinsic motivation. This paper presents evidence that negative feedback and threats of punishment also decrease intrinsic motivation.…

  9. Principles of motivation revealed by the diverse functions of neuropharmacological and neuroanatomical substrates underlying feeding behavior.

    Baldo, Brian A; Pratt, Wayne E; Will, Matthew J; Hanlon, Erin C; Bakshi, Vaishali P; Cador, Martine

    2013-11-01

    Circuits that participate in specific subcomponents of feeding (e.g., gustatory perception, peripheral feedback relevant to satiety and energy balance, reward coding, etc.) are found at all levels of the neural axis. Further complexity is conferred by the wide variety of feeding-modulatory neurotransmitters and neuropeptides that act within these circuits. An ongoing challenge has been to refine the understanding of the functional specificity of these neurotransmitters and circuits, and there have been exciting advances in recent years. We focus here on foundational work of Dr. Ann Kelley that identified distinguishable actions of striatal opioid peptide modulation and dopamine transmission in subcomponents of reward processing. We also discuss her work in overlaying these neuropharmacological effects upon anatomical pathways that link the telencephalon (cortex and basal ganglia) with feeding-control circuits in the hypothalamus. Using these seminal contributions as a starting point, we will discuss new findings that expand our understanding of (1) the specific, differentiable motivational processes that are governed by central dopamine and opioid transmission, (2) the manner in which other striatal neuromodulators, specifically acetylcholine, endocannabinoids and adenosine, modulate these motivational processes (including via interactions with opioid systems), and (3) the organization of the cortical-subcortical network that subserves opioid-driven feeding. The findings discussed here strengthen the view that incentive-motivational properties of food are coded by substrates and neural circuits that are distinguishable from those that mediate the acute hedonic experience of food reward. Striatal opioid transmission modulates reward processing by engaging frontotemporal circuits, possibly via a hypothalamic-thalamic axis, that ultimately impinges upon hypothalamic modules dedicated to autonomic function and motor pattern control. We will conclude by discussing

  10. Control of paleoshorelines by trench forebulge uplift, Loyalty Islands

    Dickinson, William R.

    2013-07-01

    Unlike most tropical Pacific islands, which lie along island arcs or hotspot chains, the Loyalty Islands between New Caledonia and Vanuatu owe their existence and morphology to the uplift of pre-existing atolls on the flexural forebulge of the New Hebrides Trench. The configuration and topography of each island is a function of distance from the crest of the uplifted forebulge. Both Maré and Lifou are fully emergent paleoatolls upon which ancient barrier reefs form highstanding annular ridges that enclose interior plateaus representing paleolagoon floors, whereas the partially emergent Ouvea paleoatoll rim flanks a drowned remnant lagoon. Emergent paleoshoreline features exposed by island uplift include paleoreef flats constructed as ancient fringing reefs built to past low tide levels and emergent tidal notches incised at past high tide levels. Present paleoshoreline elevations record uplift rates of the islands since last-interglacial and mid-Holocene highstands in global and regional sea levels, respectively, and paleoreef stratigraphy reflects net Quaternary island emergence. The empirical uplift rates vary in harmony with theoretical uplift rates inferred from the different positions of the islands in transit across the trench forebulge at the trench subduction rate. The Loyalty Islands provide a case study of island environments controlled primarily by neotectonics.

  11. Selective Engagement of Cognitive Resources: Motivational Influences on Older Adults’ Cognitive Functioning

    Hess, Thomas M.

    2018-01-01

    In this article, I present a framework for understanding the impact of aging-related declines in cognitive resources on functioning. I make the assumption that aging is associated with an increase in the costs of cognitive engagement, as reflected in both the effort required to achieve a specific level of task performance and the associated depletion or fatigue effects. I further argue that these costs result in older adults being increasingly selective in the engagement of cognitive resources in response to these declines. This selectivity is reflected in (a) a reduction in the intrinsic motivation to engage in cognitively demanding activities, which, in part, accounts for general reductions in engagement in such activities, and (b) greater sensitivity to the self-related implications of a given task. Both processes are adaptive if viewed in terms of resource conservation, but the former may also be maladaptive to the extent that it results in older adults restricting participation in cognitively demanding activities that could ultimately benefit cognitive health. I review supportive research and make the general case for the importance of considering motivational factors in understanding aging effects on cognitive functioning. PMID:26173272

  12. The effectiveness of loyalty programs in the hospitality industry: the case of hotels in Slovakia

    Lubica Hikkerova; Jean-Michel Sahut

    2014-01-01

    This article deals with the issues of hotel loyalty programs implemented in the Slovak Republic. It analyzes the effectiveness of loyalty programs in relation to purchasing behaviour of Slovak customers. We propose a theoretical model of loyalty determina

  13. Why Employee Motivation Has Declined in America.

    Grant, Philip C.

    1982-01-01

    Examines possible reasons for declining employee motivation: greater instability and diversity of values; more guaranteed rewards; inability of rewards to satisfy emerging needs; disappearing work ethic; reduced costs of failure; rising income and progressive taxation; more group production and problem solving; decreased employee loyalty; less…

  14. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    Latifa Rahma

    2016-08-01

    Full Text Available This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel. The purpose of this study were 1 to analyze the effects of Service Quality on Customer Satisfaction, 2 to analyze the effects of Service Quality on Customer Loyalty, 3 to analyze the effect of Customer Satisfaction to Customer Loyalty, 4 to analyze the effects of Service Quality on the Brand Image, 5  to analyze the influence of the Customer Satisfaction Brand Image, 6 to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM and analyzed using AMOS. This study shows that 1 Service Quality found to have an influence on Customer Satisfaction, 2 Service Quality found to have an influence on Customer Loyalty, 3 Customer Satisfaction is found to have an influence on Customer Loyalty, 4 Service Quality found to have an influence on brand image, 5 Customer Satisfaction is found to have an influence on Brand Image, 6 Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core

  15. Testing a path-analytic mediation model of how motivational enhancement physiotherapy improves physical functioning in pain patients.

    Cheing, Gladys; Vong, Sinfia; Chan, Fong; Ditchman, Nicole; Brooks, Jessica; Chan, Chetwyn

    2014-12-01

    Pain is a complex phenomenon not easily discerned from psychological, social, and environmental characteristics and is an oft cited barrier to return to work for people experiencing low back pain (LBP). The purpose of this study was to evaluate a path-analytic mediation model to examine how motivational enhancement physiotherapy, which incorporates tenets of motivational interviewing, improves physical functioning of patients with chronic LBP. Seventy-six patients with chronic LBP were recruited from the outpatient physiotherapy department of a government hospital in Hong Kong. The re-specified path-analytic model fit the data very well, χ (2)(3, N = 76) = 3.86, p = .57; comparative fit index = 1.00; and the root mean square error of approximation = 0.00. Specifically, results indicated that (a) using motivational interviewing techniques in physiotherapy was associated with increased working alliance with patients, (b) working alliance increased patients' outcome expectancy and (c) greater outcome expectancy resulted in a reduction of subjective pain intensity and improvement in physical functioning. Change in pain intensity also directly influenced improvement in physical functioning. The effect of motivational enhancement therapy on physical functioning can be explained by social-cognitive factors such as motivation, outcome expectancy, and working alliance. The use of motivational interviewing techniques to increase outcome expectancy of patients and improve working alliance could further strengthen the impact of physiotherapy on rehabilitation outcomes of patients with chronic LBP.

  16. Faktor-Faktor Brand Loyalty Smartphone pada Generasi Y

    Tirta Angela; Nurlaila Effendi

    2015-01-01

    Brand loyalty terhadap smartphone merupakan bentuk perilaku pembelian berulang yang dilakukan konsumen terhadap suatu merek smartphone yang sama. Brand loyalty merupakan suatu fenomena penting bagi industri. Generasi Y merupakan sasaran penelitian ini karena berkarakteristik sebagai techno-generation yang akan menjadi pimpinan pasar pada masa depan. Tujuan penelitian ini adalah mengidentifikasi faktor-faktor yang mempengaruhi brand loyalty terhadap smartphone, pada generasi Y. Teknik sampling...

  17. The influence of customer relationship management information on customer loyalty

    Ignatovič, Eva

    2009-01-01

    The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

  18. Development of loyalty programmes in the hotel industry

    Laškarin, Marina

    2013-01-01

    Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The idea of a loyalty programme is to strike a balance between what guests want and what is offered to them as a reward, and to find other programme partners whose services guests will also use. This paper will...

  19. Loyalty Programme Roulette: The Loyal, The Committed, And The Polygamous

    Michael Noel du Toit; Michael Colin Cant

    2012-01-01

    Loyalty programmes have two main aims, firstly to gather consumer data and secondly to create or maintain loyal behaviour amongst their customers. The aim of this study was to investigate the results of a loyalty programme and evaluate its effectiveness in encouraging loyal behaviour amongst members. In order to achieve this objective, a comparison was made between the loyal behaviour of members and non-members of a loyalty programme at a single clothing retailer by means of a structured ques...

  20. Analysis of the loyalty programme of Ambiente restaurants

    Čuchranová, Mária

    2011-01-01

    The thesis is focused on the area of loyalty programme. Its aim is to analyse the loyalty programme of Ambiente restaurants called The Programme for Friends of Good Food and to compare it with the old method of rewarding customers that the company used to have before they launched the programme. The theoretical part of this thesis describes the position of loyalty programme in marketing and explains the basic terms as marketing and commercial communication, marketing mix, communication mix, s...

  1. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

    2016-01-01

    Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

  2. Developing a customer loyalty programme for Aircooled Ltd

    Muljar, Evelina

    2013-01-01

    The purpose of this thesis project was to plan a customer loyalty programme for a small company called Aircooled Finland Oy/Ltd. The study was conducted using a quantitative research method in the form of a questionnaire. Although the plan for the customer loyalty programme was already agreed on with the manager of the company, this research was commissioned as a form of information retrieval to determine whether the customers would find this type of a loyalty programme appealing. This st...

  3. Modeling Customer Behavior in Loyalty Programs

    Taylor, Wayne

    2017-01-01

    Loyalty programs have exploded in popularity in recent decades. In the United States alone, membership has reached 1.3 billion (Ferguson and Hlavinka, 2007). In spite of their continued popularity, the effectiveness of these programs has been long debated in the literature, with mostly mixed results. Verhoef (2003) finds that the effects are positive but very small, DeWulf et al. (2001) finds no support for positive effects of direct mail, Shugan (2005) finds that firms gain short term revenu...

  4. Consumer Learning, Brand Loyalty, and Competition

    J. Miguel Villas-Boas

    2004-01-01

    In several markets, consumers can gain further information regarding how well a product fits their preferences only by experiencing it after purchase. This could then generate loyalty for the products tried first. This paper considers a model in which consumers learn in the first period about the product they buy and then make choices in the second period about the competing products, given what they learned in the first period. The paper finds that if the distribution of valuations for each ...

  5. Factors for Creating Online Customer Loyalty

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  6. Media brand loyalty through online audience integration?

    Lischka, Juliane A

    2015-01-01

    This chapter discusses the question whether audience members become loyal toward a media brand when sharing, liking or commenting on online media content – or are loyal readers more inclined to write comments on online articles or to like and share them? The aim is to answer this chicken-egg causality dilemma on the audience integration-loyalty relation on a theoretical basis. Therefore, the concept of attitude-behavior consistency, the theory of reasoned action, involvement theory, uses and ...

  7. Excess folate during adolescence suppresses thyroid function with permanent deficits in motivation and spatial memory.

    Sittig, L J; Herzing, L B K; Xie, H; Batra, K K; Shukla, P K; Redei, E E

    2012-03-01

    Cognitive and memory deficits can be caused or exacerbated by dietary folate deficiency, which has been combatted by the addition of folate to grains and dietary supplements. The recommended dose of the B9 vitamin folate is 400 µg/day for adolescents and non-pregnant adults, and consumption above the recommended daily allowance is not considered to be detrimental. However, the effects of excess folate have not been tested in adolescence when neuro and endocrine development suggest possible vulnerability to long-term cognitive effects. We administered folate-supplemented (8.0 mg folic acid/kg diet) or control lab chow (2.7 mg folic acid/kg diet) to rats ad libitum from 30 to 60 days of age, and subsequently tested their motivation and learning and memory in the Morris water maze. We found that folate-supplemented animals had deficits in motivation and spatial memory, but they showed no changes of the learning- and memory-related molecules growth-associated protein-43 or Gs-α subunit protein in the hippocampus. They had decreased levels of thyroxine (T4) and triiodothyronine (T3) in the periphery and decreased protein levels of thyroid receptor-α1 and -α2 (TRα1 and TRα2) in the hippocampus. The latter may have been due to an observed increase of cytosine-phosphate-guanosine island methylation within the putative thyroid hormone receptor-α promoter, which we have mapped for the first time in the rat. Overall, folate supplementation in adolescence led to motivational and spatial memory deficits that may have been mediated by suppressed thyroid hormone function in the periphery and hippocampus. © 2011 The Authors. Genes, Brain and Behavior © 2011 Blackwell Publishing Ltd and International Behavioural and Neural Genetics Society.

  8. Comparison of attitude to loyalty programmes between Czech and English customers

    Müllerová, Patricie

    2014-01-01

    This work deals with customer loyalty and loyalty programmes in areas of buying chemist goods, clothing, footwear and groceries. The main objective of this work is to compare the approach of English and Czech customers to loyalty programmes in these areas. The intention of the analysis is to discover whether the approach to loyalty programmes in these two countries varies and what are the major differences. Does using a loyalty programme really affect customer loyalty? Who are more loyal, Cze...

  9. Neural signal during immediate reward anticipation in schizophrenia: Relationship to real-world motivation and function

    Subramaniam, Karuna; Hooker, Christine I.; Biagianti, Bruno; Fisher, Melissa; Nagarajan, Srikantan; Vinogradov, Sophia

    2015-01-01

    Amotivation in schizophrenia is a central predictor of poor functioning, and is thought to occur due to deficits in anticipating future rewards, suggesting that impairments in anticipating pleasure can contribute to functional disability in schizophrenia. In healthy comparison (HC) participants, reward anticipation is associated with activity in frontal–striatal networks. By contrast, schizophrenia (SZ) participants show hypoactivation within these frontal–striatal networks during this motivated anticipatory brain state. Here, we examined neural activation in SZ and HC participants during the anticipatory phase of stimuli that predicted immediate upcoming reward and punishment, and during the feedback/outcome phase, in relation to trait measures of hedonic pleasure and real-world functional capacity. SZ patients showed hypoactivation in ventral striatum during reward anticipation. Additionally, we found distinct differences between HC and SZ groups in their association between reward-related immediate anticipatory neural activity and their reported experience of pleasure. HC participants recruited reward-related regions in striatum that significantly correlated with subjective consummatory pleasure, while SZ patients revealed activation in attention-related regions, such as the IPL, which correlated with consummatory pleasure and functional capacity. These findings may suggest that SZ patients activate compensatory attention processes during anticipation of immediate upcoming rewards, which likely contribute to their functional capacity in daily life. PMID:26413478

  10. Neural signal during immediate reward anticipation in schizophrenia: Relationship to real-world motivation and function

    Karuna Subramaniam

    2015-01-01

    Full Text Available Amotivation in schizophrenia is a central predictor of poor functioning, and is thought to occur due to deficits in anticipating future rewards, suggesting that impairments in anticipating pleasure can contribute to functional disability in schizophrenia. In healthy comparison (HC participants, reward anticipation is associated with activity in frontal–striatal networks. By contrast, schizophrenia (SZ participants show hypoactivation within these frontal–striatal networks during this motivated anticipatory brain state. Here, we examined neural activation in SZ and HC participants during the anticipatory phase of stimuli that predicted immediate upcoming reward and punishment, and during the feedback/outcome phase, in relation to trait measures of hedonic pleasure and real-world functional capacity. SZ patients showed hypoactivation in ventral striatum during reward anticipation. Additionally, we found distinct differences between HC and SZ groups in their association between reward-related immediate anticipatory neural activity and their reported experience of pleasure. HC participants recruited reward-related regions in striatum that significantly correlated with subjective consummatory pleasure, while SZ patients revealed activation in attention-related regions, such as the IPL, which correlated with consummatory pleasure and functional capacity. These findings may suggest that SZ patients activate compensatory attention processes during anticipation of immediate upcoming rewards, which likely contribute to their functional capacity in daily life.

  11. Study of The Final Customer Loyalty Process

    Juan Carlos Fandos

    2013-12-01

    Full Text Available For any business is important to maintain a loyal customer base to help they to survive over time. This situation is accentuated even to the extent that increases competition and increases uncertainty. At present these are two features that are really developed. Because of the deep crisis in which we are, and other elements such as globalization and the development of new technologies and communication systems, we are faced with a scenario of intense competition and uncertainty manifest. It is therefore more necessary than ever to know in depth how to get customers to be faithful, and develop true loyalty strategies.In this paper, we present the sequential approach to the formation of consumer loyalty in order to deepen understanding of the concept. It is supplemented by studying the combined effect of switching costs as an element that promotes the continuity of the relationship. The results shows that the consumer takes a more cognitive process information in their initial assessments of the service and therefore in the early stages of loyalty. As advances in consumer behavior process becomes more direct and mechanic, so we can say that the customer-company bond is stronger.

  12. Loyalty in the Workplace: Some Considerations for Mental Health Nurses.

    Cleary, Michelle; Lees, David; Sayers, Jan

    2018-04-01

    Nurses are expected to be loyal to their patients, employer and the nursing profession, while also remaining 'loyal' to their own values and aims as both a person and clinician. Loyalty therefore is of central importance to how we relate to people in personal and professional relationships and may affect our attitude to the organization we work for. This column explores the concept of loyalty, and its role in professional relationships, behaviour and practice. Ways that loyalty can be influential in achieving personal, patient and organizational outcomes are explored and the potential to enhance loyalty is considered.

  13. Does Customer Loyalty Depend on Corporate Social Responsibility?

    Stanisavljević Milena

    2017-03-01

    Full Text Available This paper presents the results of a study conducted to examine the dependence of customer loyalty on corporate social responsibility (CSR. CSR is a good opportunity for a company’s differentiation, but only if customers value the company’s efforts in this field. Loyalty is a primary goal of each company, but it is influenced by numerous factors. The goal of this paper was to examine if CSR influences customer loyalty as one possible factor. Based on the presented results, management recommendations are provided concerning business strategy, mission, and vision formulation, so companies can fulfill customers’ interests and gain their loyalty.

  14. Customer Satisfaction with the Loyalty Programs in Retail

    Kraljević Radojka

    2017-12-01

    Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

  15. How do challenges increase customer loyalty to online games?

    Teng, Ching-I

    2013-12-01

    Despite the design of various challenge levels in online games, exactly how these challenges increase customer loyalty to online games has seldom been examined. This study investigates how such challenges increase customer loyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customer loyalty to online games.

  16. Brand image, cultural events and loyalty in mobile industry

    Thelma Valéria Rocha

    2013-05-01

    Full Text Available : This study analyses the effect of cultural events in brand image and customers’ loyalty in the mobile industry. The main relevance is to discuss the effectiveness’ of cultural events, those demanding high investments’ for the companies which have to explain the results in terms of loyalty and brand image. The subject is reviewed theoretical considering three topics: cultural events, brand image and loyalty, which lead to hypotheses to be tested. The field research of a quantitative nature uses the survey method, which was applied to 150 teenagers consumers of mobiles companies, classes A and B. The results of field research show that there is a positive relationship between cultural activities and brand image, and between the brand image and loyalty. However, there was significant correlation between cultural events and loyalty only to B Company. It may be related with B events wish were prepared to this target and may improve loyalty. To companies as A and C, brand image acts as moderator between cultural events and loyalty. These results indicated that cultural events may have impact in loyalty, since the company developed those actions to the target. As contribution, this study fills a gap which is the study that discusses effect of cultural activities on brand image and loyalty, in emerging economies, as Brazil, where few researches consider cultural events.

  17. Motivational Impact of Palatable Food Correlates With Functional Brain Responses to Food Images in Adolescents.

    Jensen, Chad D; Duraccio, Kara M; Carbine, Kaylie A; Barnett, Kimberly A; Kirwan, C Brock

    2017-06-01

    To examine associations between motivational impact of palatable foods and neural activity in brain regions involved in inhibitory control among adolescents. Thirty-four adolescents aged 14-20 years underwent functional magnetic resonance imaging while viewing images of high- and low-energy foods. Participants completed the Power of Food Scale (PFS). Whole-brain analyses of variance tested for neural activation differences and correlations between brain activation and PFS scores were tested. We found an interaction between food type (high energy vs. low energy) and PFS scores in the right dorsolateral prefrontal cortex and right inferior parietal lobule. We also found that PFS scores correlated negatively with activation to high-energy foods in prefrontal cortical and parietal regions. These findings suggest that individuals with high motivation for high-energy foods also demonstrate lower neural activation in inhibition-related brain regions when viewing images of high-energy foods, indicating that they may have difficulty inhibiting consumption impulses. © The Author 2016. Published by Oxford University Press on behalf of the Society of Pediatric Psychology. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com

  18. Community pharmacy loyalty among individuals with schizophrenia.

    Lauzier, Sophie; Grégoire, Jean-Pierre; Lesage, Alain; Moisan, Jocelyne

    2013-01-01

    Community pharmacists can use medication records to assist individuals who are loyal to their pharmacy in better managing their pharmacotherapy. However, the extent of community pharmacy loyalty among individuals with severe mental illness such as schizophrenia remains unknown. To assess the extent of community pharmacy loyalty among individuals with schizophrenia and identify factors associated with loyalty. Using the Quebec Health Insurance Board databases, a cohort study of individuals with schizophrenia who claimed an antipsychotic drug for the first time between January 1, 2001 and December 31, 2005 was conducted. Such individuals were considered loyal to their community pharmacy if they filled all their prescriptions for any drug at the same community pharmacy during the second year after antipsychotics initiation. Logistic regression models were used to identify factors associated with community pharmacy loyalty (measured in the first year after antipsychotics initiation). Of the 6159 individuals in the study, 57.8% were loyal to one pharmacy. Men were more likely to be loyal (Adjusted OR = 1.29; 95% CI = 1.16-1.44), as were individuals aged 30-64 years and those aged ≥65 years, when compared to individuals 20-29 years (1.70; 1.48-1.95 and 2.39; 1.97-2.90, respectively). Individuals who filled their antipsychotics on a weekly basis were also more likely to be loyal (1.39; 1.18-1.63). Factors associated with non-loyalty were welfare beneficiary status (0.79; 0.70-0.89), having substance-use disorder (0.69; 0.60-0.80), a greater number of different types of drugs (5-8 types = 0.76; 0.66-0.87; 9-51 = 0.59; 0.50-0.69), and emergency department visits (0.71; 0.60-0.82). Results suggest that medication records in community pharmacies are incomplete for 42.2% of individuals with schizophrenia. Individuals more likely to experience more severe illness were also those less likely to be loyal. Given the potentially severe consequences of medication-related problems

  19. Motivational foci and asthma medication tactics directed towards a functional day

    Lötvall Jan

    2011-10-01

    Full Text Available Abstract Background There appears to be an obvious gap between a medical and patient adherence perspective. Deviating from a medication prescription could be regarded as fairly irrational, but with respect to patients' goals and/or concerns it could be seen as understandable. Thus, the aim was to elucidate adherence reasoning in relation to asthma medication. Methods This was a qualitative study; data collection and analysis procedures were conducted according to Grounded Theory methodology. Eighteen persons, aged 22 with asthma and regular asthma medication treatment, were interviewed. Results The emerged theoretical model illustrated that adherence to asthma medication was motivated by three foci, all directed towards a desired outcome in terms of a functional day as desired by the patient. A promotive focus was associated with the ambition to achieve a positive asthma outcome by being adherent either to the received prescription or to a self-adjusted dosage. A preventive focus was intended to ensure avoidance of a negative asthma outcome either by sticking to the prescription or by preventively overusing the medication. A permissive focus was associated with unstructured adherence behaviour in which medication intake was primarily triggered by asthma symptoms. Conclusions As all participants had consciously adopted functioning medication tactics that directed them towards the desired goal of a functional day. In an effort to bridge the gap between a patient- and a medical adherence perspective, patients need support in defining their desired functionality and guidance in developing a person-based medication tactic.

  20. On Motivation and Motivation

    Mircea UDRESCU

    2014-01-01

    Economic motivations were a big influence on consumer behavior motivation. In this context, it is considered that the general motives which give motivation to purchase content can be structured into rational and emotional motives, the motives innate and acquired motives, all gaining an individual or group event. The study of consumer behavior, with general motivations, attention increasingly larger granted special incentives, consisting of assertiveness feeling (emerging desire for a product)...

  1. Theoretical forms of loyalty on the analogical left: Beuchot assists Rorty.

    Aldo Enrici

    2017-07-01

    Full Text Available This article aims to explore the reasons why Richard Rorty, from his philosophy, warned in 1998 the emergence of a political leader like Trump. The outstanding motive is the distrust of the cultural left. Rorty advocates a reformist left along with an academic attitude of solidarity, concerned about the poor, but also for expanding an intellectuality that draws a link between political loyalty and scientific solidarity. Added to Rorty is the consideration of the analogical hermeneutics of Mauricio Beuchot, whose contribution strengthens the current left.

  2. Drinking Motives

    Grunert, Klaus G; Rosendahl, Jacob; Andronikidis, Andreas I.

    2013-01-01

    . This distinction is universal and henceapplies across Europe. However, the importance of self-expressive as compared to functional motives, as well as the way in which these relate to different beverages, does differ across Europe. Both dimensions are relevant for the motives for drinking non-alcoholic drinks...

  3. Gerontechnology motivation

    Bronswijk, van J.E.M.H.

    2006-01-01

    Gerontechnology’s framework has been formulated in a functional way, with little attention paid to motivation. Abraham H. Maslow’s theory of human motivation (1943) can fill this gap with his hierarchy of needs to be fulfilled in the following order: physiological, safety related, social, esteem and

  4. Loyalty Program in the Pharmacy. Case of Construction and Implementation

    Agnieszka Woś

    2008-03-01

    Full Text Available This paper presents the process of construction the loyalty programs between pharmaceutical market that is shaped warehouse, pharmacy and patient. The examples of this loyalty programs in this article has confirm the opinion about programs as efficiency in the pharmaceutical environment in Poland.

  5. Loyalty: Why Is It so Problematic in Athletics?

    Stoll, Sharon Kay

    2012-01-01

    What is loyalty and why is it problematic in athletics? The author discusses the ethical lapses that can occur when a powerful social value, "loyalty," trumps individuals' ability to make moral decisions. She argues that education about morality should be a necessary part of sport education and explains how moral education programs can make a…

  6. Advocacy participation and brand loyalty in virtual brand communtity

    Munnukka, Juha; Uusitalo, Outi; Jokinen, Elisa

    2014-01-01

    Brand owners use virtual communities to strengthen brand loyalty by engaging consumers in active content creation activities. Personal and reciprocal communication and consumers’ participation in virtual brand communities are the main sources through which communities contribute to brand loyalty formation. This research examines the antecedents and consequences of advocacy participation in virtual brand communities. The results show that the VBC members’ advocacy participation ...

  7. Is Giving Scholarship Worth the Effort? Loyalty among Scholarship Recipients

    Nurlida, Ismail

    2015-01-01

    To stay ahead of competition, a significant factor has now become of significance; student loyalty towards higher learning institutions. Hence, scholarship recipients have the expectation to demonstrate a certain degree of loyalty towards their education sponsor. In addition, they play an important role as opinion leaders and walking advertisement…

  8. Showing the Love: Predictors of Student Loyalty to Undergraduate Institutions

    Vianden, Jörg; Barlow, Patrick J.

    2014-01-01

    This article advances the notion that undergraduates may be considered student-customers whose relationship with and loyalty to their institutions can be managed by college educators. The Student University Loyalty Instrument administered to 1,207 undergraduates at three comprehensive Midwestern institutions assessed the predictors of student…

  9. Modeling Antecedents of Student Loyalty in Higher Education

    Perin, Marcelo Gattermann; Sampaio, Claudio Hoffmann; Simoes, Claudia; de Polvora, Rosiane Polvora

    2012-01-01

    The purpose of this investigation is to understand the antecedents of student loyalty in the Brazilian context. In particular we address the impact of student trust, commitment and quality perception on loyalty. A quantitative study was conducted among business management student majors from two private Brazilian Higher Education Institutions…

  10. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Tereza Vebrová

    2016-01-01

    Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

  11. Building Brand Loyalty Through Increasing Brand Trust And Brand Affect

    Nur Choirul Afif

    2015-08-01

    Full Text Available Abstract Loyalty is one indicator of the success of marketing performance. Various studies have shown that brand loyalty increases the number of customers and sales. In addition brand loyalty is also lowering the cost to acquire new customers. Marketing managers need to give special attention to the issue of brand loyalty including the services of an English course.As one of the requirements to be able to compete at the global level is the mastery international language. However Indonesian English ability is lower than ASEAN countries such as Malaysia and Singapore. These conditions increase the number of English Courses in Indonesia rapid grow. But some people do not get the results as expected and are still looking for other colleges that are considered to have high quality with affordable prices. English village situated in Pare Kediri. About the qualifications of teaching staff infrastructure and management colleges in big cities is better than the village colleges in the Pare Kediri. Some participants still chose KampungInggris Pare Kediri as a place to learn English. The purpose of this research is how to analyze the important aspect to build brand loyalty. The results is the key factors to build brand loyalty is brand trust and brand brand affect. Brand trust and brand affect affected brand loyalty both simultaneously and partially. Marketing managers of English Courses in Indonesia must give more attention these aspects to increase brand loyalty.

  12. Banking system trust, bank trust, and bank loyalty

    van Esterik-Plasmeijer, P.; van Raaij, W.F.

    2017-01-01

    Purpose The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included: competence, stability, integrity, customer orientation, transparency, and value congruence. The study provides insights

  13. Influence of gender, age and motives underlying food choice on perceived healthiness and willingness to try functional foods.

    Ares, Gastón; Gámbaro, Adriana

    2007-07-01

    The aims of the present study were to study the effect of different carriers and enrichments on the perceived healthiness and willingness to try functional foods; and to evaluate the effect of age, gender and motives underlying food choice. Participants had to evaluate different functional food concepts and had to answer a food choice questionnaire. Results showed that carrier products had the largest effect on consumers' perception of healthiness and willingness to try of the evaluated functional foods concepts. The highest positive relative utilities were achieved when the enrichment was a functional ingredient inherent in the product. Furthermore, gender, age and motives underlying food choice affected the preference patterns for the evaluated functional foods concepts, but it depended on the carrier and enrichment considered, suggesting that functional foods might not be accepted by all the consumers and that they could be tailored for certain groups.

  14. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Sri Mulyani

    2014-02-01

    Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

  15. Effect of team sports and resistance training on physical function, quality of life, and motivation in older adults.

    Pedersen, M T; Vorup, J; Nistrup, A; Wikman, J M; Alstrøm, J M; Melcher, P S; Pfister, G U; Bangsbo, J

    2017-08-01

    The aim of this study was to investigate the effect of team sports and resistance training on physical function, psychological health, quality of life, and motivation in older untrained adults. Twenty-five untrained men and forty-seven untrained women aged 80 (range: 67-93) years were recruited. Fifty-one were assigned to a training group (TRG) of which twenty-five performed team training (TG) and twenty-six resistance training (RG). The remaining twenty-one were allocated to a control group (CG). TRG trained for 1 hour twice a week for 12 weeks. Compared with CG, TRG improved the number of arm curls within 30 seconds (Ppsychological well-being, general quality of life, and health-related quality of life, as well as decreased anxiety and depression levels. No differences between changes in TG and RG were found over the intervention period, neither in physical function tests nor psychological questionnaires. Both TG and RG were highly motivated for training, but TG expressed a higher degree of enjoyment and intrinsic motivation mainly due to social interaction during the activity, whereas RG was more motivated by extrinsic factors like health and fitness benefits. In conclusion, both team training and resistance training improved physical function, psychological well-being, and quality of life. However, team sport training motivated the participants more by intrinsic factors than resistance training. © 2017 John Wiley & Sons A/S. Published by John Wiley & Sons Ltd.

  16. Price or Privilege? Customer Perception on Loyalty Programs

    Asnan Furinto

    2011-12-01

    Full Text Available The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege based rewards are perceived to provide higher utility perception in non contractual relation-ship compared to contractual relationship. Firms are therefore, encouraged to incorporate affective elements into their loyalty programs, on top of monetary elements, in order for the loyalty programs to be better perceived by their customers.

  17. IMPACT OF EDUCATION, GENDER AND AGE ON CONSUMER LOYALTY

    Igor Klopotan

    2014-12-01

    Full Text Available In this paper the important parameters of customer loyalty and impact of education, gender and age of the respondents will be tested. The study was conducted in the Republic of Croatia, as part of research relevant parameters of customer loyalty, loyal consumer behavior and the role of social networks in building and maintaining a loyal behavior. The concept of loyalty has a strong foothold in marketing theories and in theories of intellectual capital companies. Loyalty has been related to the management of intellectual capital, especially relational capital, as a component of intellectual capital. In terms of loyalty, series of key parameters that describe it or have an effect on it, and thus impacting the company's business appear.

  18. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

    2014-01-01

    Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  inform...

  19. The Influence of Personal Values on Attitudes and Loyalty Stages

    Jorge Luiz Henrique

    2013-08-01

    Full Text Available Although loyalty has been extensively investigated in the marketing discipline, there is a lack of attention to the relationship between personal values, loyalty and attitudes. Based on that, the objective of this study was to test the moderating role of personal values in the relationship between attitudes and loyalty tages from Oliver (1999. Data from a survey with 910 bank customers support the hypothesis that attitudes predicts loyalty, despite the structural model does not reveal statistically significant differences among customer clusters (self-promotional and selftranscending Hedonic. However, when comparing Loyalty means among segments, it can be noted that (i the self-promotional and self-transcendent clusters were different at the cognitive and affective stages, and (ii the self-promotional differed from the hedonic in the action stage. Finally we discuss the theoretical and managerial implications and provide suggestions for future research in the area.

  20. A Typology Framework of Loyalty Reward Programs

    Cao, Yuheng; Nsakanda, Aaron Luntala; Mann, Inder Jit Singh

    Loyalty reward programs (LRPs), initially developed as marketing programs to enhance customer retention, have now become an important part of customer-focused business strategy. With the proliferation and increasing economy impact of the programs, the management complexity in the programs has also increased. However, despite widespread adoption of LRPs in business, academic research in the field seems to lag behind its practical application. Even the fundamental questions such as what LRPs are and how to classify them have not yet been fully addressed. In this paper, a comprehensive framework for LRP classification is proposed, which provides a foundation for further study of LRP design and planning issues.

  1. Group typicality, group loyalty and cognitive development.

    Patterson, Meagan M

    2014-09-01

    Over the course of childhood, children's thinking about social groups changes in a variety of ways. Developmental Subjective Group Dynamics (DSGD) theory emphasizes children's understanding of the importance of conforming to group norms. Abrams et al.'s study, which uses DSGD theory as a framework, demonstrates the social cognitive skills underlying young elementary school children's thinking about group norms. Future research on children's thinking about groups and group norms should explore additional elements of this topic, including aspects of typicality beyond loyalty. © 2014 The British Psychological Society.

  2. Dual Loyalty in Prison Health Care

    Stöver, Heino; Wolff, Hans

    2012-01-01

    Despite the dissemination of principles of medical ethics in prisons, formulated and advocated by numerous international organizations, health care professionals in prisons all over the world continue to infringe these principles because of perceived or real dual loyalty to patients and prison authorities. Health care professionals and nonmedical prison staff need greater awareness of and training in medical ethics and prisoner human rights. All parties should accept integration of prison health services with public health services. Health care workers in prison should act exclusively as caregivers, and medical tasks required by the prosecution, court, or security system should be carried out by medical professionals not involved in the care of prisoners. PMID:22390510

  3. Evaluate E-loyalty of sales website: a Fuzzy mathematics method

    Yi, Ying; Liu, Zhen-Yu; Xiong, Ying-Zi

    The study about online consumer loyalty is limited, but how to evaluate the customers' E-loyalty to a sales website is always a noticeable question. By using some methods of fuzzy mathematics, we provide a more accurate way to evaluate E-loyalty of sales website. Moreover, this method can differentiate level and degree of each factor that influences E-loyalty.

  4. An action plan for a suitable customer loyalty programme for Matterhorn Valley Hotels

    Lörtscher, Eliane Vera; Fragnière, Emmanuel

    2017-01-01

    Today, a customer loyalty programmes is considered a common marketing tool in tourism. It is said that loyalty programmes increase the revenue of a well-handled business, others doubt the effectiveness. Matterhorn Valley Hotels’ loyalty programme is experiencing issues and therefore, a new loyalty programme is necessary.

  5. The relationship between job satisfaction and job loyalty among municipal sports officers

    C. Mafini; J. Surujlal; M. Dhurup

    2013-01-01

    The purpose of this study was to examine the relationship between job satisfaction and job loyalty among municipal sports officers in South Africa. With the rise in the popularity of sport in South Africa, municipalities throughout the country face the challenge of providing improved sports services. To meet this challenge, municipalities employ a variety of sports professionals, among whom are municipal sport officers. In order for them to function effectively, it is necessary for municipali...

  6. Do Participants Differ in Their Cognitive Abilities, Task Motivation, or Personality Characteristics as a Function of Time of Participation?

    Robison, Matthew K.; Unsworth, Nash

    2016-01-01

    Four experiments tested the conventional wisdom in experimental psychology that participants who complete laboratory tasks systematically differ in their cognitive abilities, motivational levels, and personality characteristics as a function of the time at which they participate during an academic term. Across 4 experiments with over 2,900…

  7. Cognitive control and motivation in children with ADHD: How reinforcement interacts with the assessment and training of executive functioning

    Dovis, S.

    2014-01-01

    This dissertation focuses on the interaction between two neuropsychological processes that are proposed to play a pivotal role in explaining the problems of children with ADHD: executive functioning (EF) and motivation. We examined the effects of reinforcement on assessment and training of EF in

  8. Predicting intentions to consume functional foods and supplements to offset memory loss using an adaptation of protection motivation theory

    Cox, D.N.; Koster, A.; Russell, C.G.

    2004-01-01

    The widespread use of dietary supplements and so-called `functional foods¿ is thought to be partially motivated by self-control of health. However, whilst consumers want foods associated with well-being or disease prevention, they are unlikely to be willing to compromise on taste or technology. This

  9. Specialty Store and Multi-Brand Store loyalty: An Indian consumer perspective

    Sarabjot Singh

    2013-12-01

    Full Text Available In the competitive era of retailing, retailers need to understand the importance of store format preferences. The study aimed to understand consumer store loyalty; in-depth interview was conducted to examine consumer store loyalty antecedents for two retail formats: specialty stores and multi brand stores. The study conceptualizes store loyalty factors like program loyalty, trust and brand commitment. Trust and brand commitment act as mediating factors between store image and store loyalty formats, and also between brand image and store loyalty formats. The findings highlight how consumer store loyalty preference differ for these two formats.

  10. Intrinsic motivation as a mediator of relationships between symptoms and functioning among individuals with schizophrenia spectrum disorders in a diverse urban community.

    Yamada, Ann-Marie; Lee, Karen K; Dinh, Tam Q; Barrio, Concepción; Brekke, John S

    2010-01-01

    This study investigated intrinsic motivation as a mediator of the relationship between clinical symptoms and functioning. The mediation model was tested with a sample of 166 adults with schizophrenia spectrum disorders attending psychosocial rehabilitation programs in a diverse urban community. Ethnic minority status was examined as a moderator of the mediation model. Motivation was measured using items reflecting intrapsychic drive. Symptoms were assessed with the expanded Brief Psychiatric Rating Scale and functioning with the Role Functioning Scale. Motivation was a significant mediator of the relationship between functioning and all symptom scores; fully mediating the relationship between functioning and negative, disorganized, and global symptoms, and partially mediating the relationship between positive symptoms and functioning. Motivation scores between ethnic minority and nonminority individuals differed significantly (p moderation effect was indicated. The strong mediation effect schizophrenia of motivation on the symptoms-functioning relationship supports future work to translate findings into effective recovery-oriented services.

  11. Student satisfaction and loyalty in Denmark: Application of EPSI methodology.

    Shahsavar, Tina; Sudzina, Frantisek

    2017-01-01

    Monitoring and managing customers' satisfaction are key features to benefit from today's competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students' satisfaction and the importance of antecedents in students' satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university's image direct effects on students' expectations into account from students' perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students' loyalty. Results further verify the significance of antecedents in students' satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students' experiences during their study at the university. Dedicating resources to identified important factors from students' perception enable universities to attract more students, make them highly satisfied and loyal.

  12. Determinants of patient loyalty to healthcare providers: An integrative review.

    Zhou, Wei-Jiao; Wan, Qiao-Qin; Liu, Cong-Ying; Feng, Xiao-Lin; Shang, Shao-Mei

    2017-08-01

    Patient loyalty is key to business success for healthcare providers and also for patient health outcomes. This study aims to identify determinants influencing patient loyalty to healthcare providers and propose an integrative conceptual model of the influencing factors. PubMed, CINAHL, OVID, ProQuest and Elsevier Science Direct databases were searched. Publications about determinants of patient loyalty to health providers were screened, and 13 articles were included. Date of publication, location of the research, sample details, objectives and findings/conclusions were extracted for 13 articles. Thirteen studies explored eight determinants: satisfaction, quality, value, hospital brand image, trust, commitment, organizational citizenship behavior and customer complaints. The integrated conceptual model comprising all the determinants demonstrated the significant positive direct impact of quality on satisfaction and value, satisfaction on trust and commitment, trust on commitment and loyalty, and brand image on quality and loyalty. This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty. © The Author 2017. Published by Oxford University Press in association with the International Society for Quality in Health Care. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com

  13. Student satisfaction and loyalty in Denmark: Application of EPSI methodology

    Shahsavar, Tina

    2017-01-01

    Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students’ loyalty. Results further verify the significance of antecedents in students’ satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students’ experiences during their study at the university. Dedicating resources to identified important factors from students’ perception enable universities to attract more students, make them highly satisfied and loyal. PMID:29240801

  14. Loyalty Programmes of Selective Grocery Retailers in the Czech Republic

    Petra Solarová

    2015-01-01

    Full Text Available This paper deals with long term loyalty programmes of selective grocery retailers who operate in the market within the Czech Republic. Only those loyalty programmes designed for the end customers are taken into account, so this study is concerned with the B2C area. A long term loyalty programmes last at least for one year, i.e. twelve months (this time determination is valid for purposes of this paper. The main aim of this paper is to identify the single elements and principles occurring in long term loyalty programmes and then to develop an illustrative model. The presented output is a model of long term loyalty programmes that captures the three following phases: the establishment, development (or building and termination of the relationship. In addition, from the empirical research, an interesting fact has emerged: two of the analysed long term loyalty programmes were launched at a similar time. This could be explained through the tendency for companies to copy the successful activities insigated by their competitors. Furthermore, the next remarkable phenomenon is that one grocery chain runs two long term loyalty programmes at the same time and the target groups of these programmes overlap. A possible explanation could be that the chain is making efforts to interest as many as possible of its different customers.

  15. Value-based formulas for purchasing. Loyalty renaissance: the rebirth of loyalty in health care.

    Jepson, S

    1997-01-01

    As more consumers join managed care organizations, the personal bond between patient and physician or medical group has been transformed into an economic relationship driven chiefly by the price of health care services. Managed care organizations now face the same pressures as the airline and retail industries: To gain and retain client loyalty through product differentiation and consistently high levels of service. How do managed health care plans create and maintain loyalty among their members? What is the value proposition that consumers will respond to in this era of managed care? Discussion will focus on the consumer as the critical variable in the economic model of a health care system and how the consumer will impact the continued evolution of managed care.

  16. The Understanding of Loyalty in J. Royce and The Role of Loyalty in Overcoming The Evil

    Emel Koç

    2011-06-01

    Full Text Available Stating that no philosophical issue is more discouraging than misstatement of the problem of evil in theory, Josiah Royce focused his attention on the problem of evil in accordance with the overall trend of philosophy in the 18th and 19th centuries. The most striking characteristic of Royce‟s approach to problem of evil is that he considered a loyalty-based moral perception to overcome this problem. Approaching the problem of evil through an existentialist perspective rather than a rational point of view and underlining that the problem of evil can only be addressed responsibly through experiencing it in practice, Royce emphasized a collective will and responsibility, which for Royce needs to be produced through loyalty, in fighting the evil

  17. Increasing loyalty to breastfeeding: investigating a product development strategy.

    Parkinson, Joy; Russell-Bennett, Rebekah; Previte, Josephine

    2012-01-01

    This article demonstrates how social marketing insights were used to influence women's loyalty to breastfeeding. The article reports on a social marketing campaign undertaken by the Australian Breastfeeding Association and a government health department, which used a product development strategy in order to increase breastfeeding loyalty. Seeking new approaches to support breastfeeding behaviors is critical and timely, because while initiation rates of breastfeeding are high in developed countries such as the United Kingdom, Australia, Canada, and the United States, duration rates are significantly lower. Results indicate that a product- focused strategy influences pregnant women's loyalty to exclusively breastfeeding.

  18. Predicting intentions to consume functional foods and supplements to offset memory loss using an adaptation of protection motivation theory.

    Cox, D N; Koster, A; Russell, C G

    2004-08-01

    The widespread use of dietary supplements and so-called 'functional foods' is thought to be partially motivated by self-control of health. However, whilst consumers want foods associated with well-being or disease prevention, they are unlikely to be willing to compromise on taste or technology. This presents a dilemma for promoters of functional foods. Middle-aged consumers' intentions to consume functional foods or supplements that may improve memory were tested within an adaptation of Protection Motivation theory (PMT). Participants evaluated text descriptions of four products described as: having an unpleasant bitter taste (Natural-FF); having 'additives' to reduce bitterness (Sweetened-FF); being genetically modified to enhance function (GM-FF) and Supplements. Participants were recruited as being of high and low perceived vulnerability to memory failure. In total, 290 middle-aged consumers (aged 40-60 years) participated in the study. Motivations to consume the GM-FF were the lowest. There were gender differences between intention to consume the supplements, Natural-FF and Sweetened-FF and product differences within genders. Women were less favourable than men in their attitudes towards genetic modification in general. Regression analyses indicated that PM predictors of intention to consume functional foods or supplements explained 59-63% of the variance (R2). Overall, perceived 'efficacy' (of the behaviour) and self-efficacy were the most important predictors of intentions to consume.

  19. Selective attention to emotional pictures as a function of gambling motives in problem and nonproblem gamblers.

    Hudson, Amanda; Jacques, Sophie; Stewart, Sherry H

    2013-12-01

    Problem gambling may reflect a maladaptive means of fulfilling specific affect-regulation motives, such as enhancing positive affect or coping with negative affect. Research with clinical populations indicates that disorders with prominent affective symptoms are characterized by attentional biases for symptom-congruent information. Thus, we assessed whether problem gamblers with enhancement motives for gambling would demonstrate attentional biases for positive emotional information, relative to other types of emotional information, and problem gamblers with coping motives for gambling would demonstrate attentional biases for negative emotional information, compared with other types of emotional information. In addition, we expected motive-congruent biases to be stronger in problem gamblers than nonproblem gamblers. To test these hypotheses, problem and nonproblem gamblers received an emotional orienting task in which neutral, negative, and positive pictorial cues appeared to one side of the computer screen, followed by target words in cued or uncued locations. In a look-away condition, participants had to shift attention away from pictures to respond to predominantly uncued targets, whereas in a look-toward condition, they had to orient to pictures to categorize predominantly cued targets. The results revealed motive-congruent orienting biases and disengagement lags for emotional pictures in problem gamblers. The link between motives and affective biases was less apparent in nonproblem gamblers. Results suggest that attentional measures may provide a useful complement to the subjective methodologies that are typically employed in studying problem gamblers. PsycINFO Database Record (c) 2013 APA, all rights reserved.

  20. Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

    Yeniçeri, Tülay; Erten, Ela

    2008-01-01

    Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

  1. Implementing a short-term loyalty program : case: Bosch Lawn & Garden and the Ventum short-term loyalty program

    Logvinova, Veronika

    2015-01-01

    In 2015, one of the Bosch Home and Garden divisions, Bosch Lawn and Garden, has made a strategic decision to adopt a points-based short-term loyalty program called Ventum LG in the German supermarkets and petrol stations. It was decided that the base of this program will be completed Ventum PT short-term loyalty program which was managed by another division, Bosch Power Tools, and proved to be successful. This thesis aims to evaluate the worthiness of the Ventum LG loyalty program for Bosch L...

  2. Understanding wellness center loyalty through lifestyle analysis.

    Suresh, Satya; Ravichandran, Swathi; P, Ganesan

    2011-01-01

    Many changes taking place at a macro-level in Indian society along with the popularity of services that are native to India, such as Yoga and Ayurveda, have generated significant interest in wellness services. To assist wellness centers in gaining loyal clients, the goal of this study was to understand the influence of customer lifestyle factors on wellness center loyalty. The activities, interests, and opinions model was used to understand the lifestyles of wellness center clients. Data were collected from clients of five wellness centers. Regression results indicate that overworked individuals and those seeking a balance between work and family life would be the most loyal to wellness centers. Managerial implications of results are discussed.

  3. Loyalty of hospital patients: a vital marketing objective.

    MacStravic, R S

    1987-01-01

    Hospitals must strive for patient loyalty as a top priority objective in their marketing strategies. Loyal patients are sources of repeat business, potential users of new services, and positive spokespersons in word-of-mouth advertising.

  4. Uncovering attribute-based determinants of loyalty in cigarette brands

    Krystallis Krontalis, Athanasios

    2013-01-01

    Purpose – The purpose of this paper is to examine the importance of tobacco differentiation attributes (i.e. nicotine and tar content, length, flavor and thickness) in market performance and loyalty levels of brands. Design/methodology/approach – The study adopts a stochastic approach to measure...... brand loyalty at the attribute level using the Dirichlet model as a benchmark tool. Data based on the Juster Probability Scale were collected from a sample of n ¼ 155 young smokers in Iceland. Findings – Product differentiation strategies operate differently. Light nicotine and tar content encourages...... smokers to switch across brands and within family brands, resulting on improved market performance and loyalty levels. Length and thickness-related differentiation are slightly better than nondifferentiation in inducing loyalty, but worse in improving performance. Practical implications – Two types...

  5. The affordable care ACT on loyalty programs for federal beneficiaries.

    Piacentino, Justin J; Williams, Karl G

    2014-02-01

    To discuss changes in the law that allow community pharmacy loyalty programs to include and offer incentives to Medicare and Medicaid beneficiaries. The retailer rewards exception of the Patient Protection and Affordable Care Act of 2010 and its change to the definition of remuneration in the civil monetary penalties of the Anti-Kickback Statute now allow incentives to be earned on federal benefit tied prescription out-of-pocket costs. The criteria required to design a compliant loyalty program are discussed. Community pharmacies can now include Medicare and Medicaid beneficiaries in compliant customer loyalty programs, where allowed by state law. There is a need for research directly on the influence of loyalty programs and nominal incentives on adherence.

  6. An exploration of loyalty determinants in Greek wine varieties

    Krystallis, Athanasios; Chrysochou, Polymeros

    or type of the wine variety per se does not constitute a particularly important loyalty component in the wines' marketing mix. Research limitations/implications: The wine category has always been one of the most The wine category has always been one of the most challenging product categories......Purpose: This paper aims to provide a deeper understanding of the market structure of red This paper aims to provide a deeper understanding of the market structure of red and white wines from Greek wine varieties and measure loyalty behaviour of frequent wine buyers in Greece. Design....../methodology: The study concerned measuring brand performance and loyalty of 4 The study concerned measuring brand performance and loyalty of 4 different Greek wine varieties. Based on stated preference data, basic brand performance measures are estimated through Juster purchase probabilities of brand choice. To measure...

  7. Exit, voice and loyalty in Kenya's French bean industry: What ...

    response affected their continued participation in the supermarket business. It applies Hirschman's concept of exit, voice and loyalty to assess the strategies used by ... This strategy of compliance with IFSS has since become the model in

  8. Relationship Quality as Predictor of B2B Customer Loyalty

    Shaimaa S. B. Ahmed Doma

    2013-02-01

    Full Text Available Relationship marketing has become extremely important recently due to the fierce competition in today's marketplace. Companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Also, switching behaviors frequently occur among most of targeted customers. Fewer studies, however, discuss the effects of relationship quality efforts on customer loyalty. Therefore, this study is aimed to investigate the impact of relationship quality on customer loyalty in B2B context in the Egyptian shipping services sector. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment and satisfaction. An analytical model is developed as a guideline to test the relationships between relationship quality dimensions and customer loyalty.

  9. The mismanagement of customer loyalty / Werner Reinartz, V. Kumar

    Reinartz, Werner

    2004-01-01

    Kliendilojaalsuse olemusest, mõõtmisest ja juhtimisest, lojaalsete klientide eelistest ning põhjustest neist loobumiseks. Diagramm ja tabelid: The cost of keeping customers on; Which customers are really profitable; Choosing a loyalty strategy

  10. LoyalTracker: Visualizing Loyalty Dynamics in Search Engines.

    Shi, Conglei; Wu, Yingcai; Liu, Shixia; Zhou, Hong; Qu, Huamin

    2014-12-01

    The huge amount of user log data collected by search engine providers creates new opportunities to understand user loyalty and defection behavior at an unprecedented scale. However, this also poses a great challenge to analyze the behavior and glean insights into the complex, large data. In this paper, we introduce LoyalTracker, a visual analytics system to track user loyalty and switching behavior towards multiple search engines from the vast amount of user log data. We propose a new interactive visualization technique (flow view) based on a flow metaphor, which conveys a proper visual summary of the dynamics of user loyalty of thousands of users over time. Two other visualization techniques, a density map and a word cloud, are integrated to enable analysts to gain further insights into the patterns identified by the flow view. Case studies and the interview with domain experts are conducted to demonstrate the usefulness of our technique in understanding user loyalty and switching behavior in search engines.

  11. Marketing of financial services and customer loyalty in the Nigerian ...

    Marketing of financial services and customer loyalty in the Nigerian banking sector. ... that banks must invest more in financial service marketing strategies that would help to keep their customers. ... EMAIL FULL TEXT EMAIL FULL TEXT

  12. Distinguishing between satisfaction and loyalty: Conceptual, methodological & analytical differences

    Hinson, K.A. [Illinois Power, Decatur, IL (United States)

    1994-11-01

    This paper briefly presents a discussion of the conceptual definition of {open_quotes}Customer Satisfaction{close_quotes} followed by review of operational definitions of {open_quotes}Satisfaction{close_quotes} as a criterion variable and the kinds of predictor variables and analytic methods employed in its modeling. A model of {open_quotes}Customer Satisfaction{close_quotes} is presented developed by the discussed methodology. Conceptual and operational definitions of {open_quotes}Customer Loyalty{close_quotes} are then reviewed, contrasting the kinds of predictor variables and analytic methods most appropriate for understanding a {open_quotes}Loyalty{close_quotes} decision and how these differ from {open_quotes}Customer Satisfaction.{close_quotes} A more fully specified model of {open_quotes}Customer Loyalty{close_quotes} is presented. Finally, the risks of employing a {open_quotes}Satisfaction{close_quotes} methodology in modeling {open_quotes}Customer Loyalty{close_quotes} are discussed.

  13. A study on ranking ethical factors influencing customer loyalty

    Mahmood Modiri

    2013-10-01

    Full Text Available Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.

  14. Empirical assessment of loyalty drivers using consumers’ retail format choice

    Gindi, A.A.

    2017-05-01

    Full Text Available Using Stimulus–Organism–Response (S-O-R framework, this study examines Stimulus– Response relationships of fresh vegetable consumers’ behavior in Klang Valley, Malaysia. In particular, the study focused on how loyalty drivers affect retail formats choice by the fresh vegetable (FV consumers. The Stimuli that pertain to loyalty drivers include promotional activities, perceived price and social interaction and the Response is the retail format choice. Three hypotheses were developed and tested with the data collected from a survey using simple random sampling technique. Structural Equation Model (SEM was used in analyzing the data. Results of the study revealed that Stimuli (loyalty drivers influence Response (retail format choice for the different FV markets in Malaysia. Based on the finding of the research, Malaysian retailers have different marketing strategies to be considered with regards to loyalty drivers.

  15. MODEL DEVELOPMENT OF NURSING STUDENT LOYALTY IN POLITEKNIK OF HEALTH

    Hammad Hammad

    2017-04-01

    Full Text Available Introduction: Loyalty of nursing student is an important factor that nursing education should pay attention in order to compete with other nursing educations; involved by perceived value, expectation, and quality assurance in nursing higher education. The purpose of this study was to develop a loyalty model of nursing student in nursing higher education. Methods: This study was an explanatory research with cross sectional approach. Population were nursing student in Poltekkes Banjarmasin, with 112 samples which is selected by proportional random sampling. Data was collected by giving questionnaire and analyzed by partial least square. Result: Result of this study indicates that was an effect of costumer expectation on quality assurance in nursing higher education, there was effect of costumer expectation on perceived value in nursing student, there was an effect of customer expectation on student satisfaction (4 there was effect of quality assurance in nursing higher education, there wasn’t any affect of quality assurance in nursing higher education on student satisfaction, there was effect of perceived value in nursing student on student satisfaction, there was effect of student satisfaction on student loyalty. Discussion: Overall result of this research were, student loyalty in nursing higher education developed by student satisfaction. Student satisfaction formed by perceived value. Perceived value developed from two aspects quality assurance, and student expectation, quality assurance of higher education wasn’t directly effect to student sasfaction. However, indirectly effect through student perceived value. Student satisfaction in nursing higher education was stronger effect than any other variable in this loyalty model. Loyalty model in this research can be use for improvement student loyalty on health education that focused on improvement student satisfaction without deny the other aspect. Further research is needed to analyze word of

  16. The Effect of Social Media Marketing on Customers’ Brand Loyalty

    Amir Mehrabi; Hossein Islami; Mojtaba Aghajani

    2014-01-01

    Nowadays, customers’ loyalty is a key to commercial success. Hence, this study aimed to investigate the effect of social media marketing on customers’ brand loyalty. In this regard, a conceptual framework which considered advertising campaign, providing relevant content, updating content, providing popular content among friends, and providing applicable programs as marketing indexes in social media is presented. This was an applicable research in terms of its purpose, and a descriptive-survey...

  17. Impact of hotel service quality on the loyalty of customers

    Jasinskas, Edmundas; Streimikiene, Dalia; Svagzdiene, Biruta; Simanavicius, Arturas

    2016-01-01

    The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In t...

  18. Maintaining Customer Loyalty : Case company: Industrail Securities Ltd (China)

    Zhang, Wenqing

    2010-01-01

    The purpose of this thesis is to investigate how customer relationship management can be applied in maintaining customer loyalty. The study will assist the case company to find the way to develop a long-term relationship with existing customers. The better relationship with customers, the higher customer loyalty will be obtained. The theoretical background of the thesis begins with general view of customer relationship management, which embodies the concept of managing customer relations...

  19. Customer Loyalty and its Determinants in a Banking Services Environment

    Alina Filip; Laurentiu-Dan Anghel

    2009-01-01

    The present paper presents the methodology and the main results of a quantitative study applied on a sample of 1010 respondents, in the Romanian banking industry. The aim of the study was to research the customer level of loyalty toward Romanian organizations acting in the retail banking sector. According to similar researches in the field, loyalty is a complex construction, which comprises both psychological and behavioural components, fact also proved by the results of the present research....

  20. The Relationship Between Hotel Brand Personality And Customer Loyalty

    Yasin, Bahar; Jamontaite, Kamile; Ahmedova, Saida; Akin, Mahmut Selami

    2018-01-01

    The purpose of this article is to explore the relationship between brand personality and customer loyalty in the five-star business hotel and propose an effective way for developing a remarkable hotel brand and improving its customer loyalty. The reason for choosing a particular hotel is that it is a member of a famous international hotel chain with a well-known brand name. According to the literature, business hotels usually have stronger brand names comparing to leisure hotels. Literature r...

  1. The effect of brand image on customer brand loyalty

    ADONYEVA K.V.

    2012-01-01

    Since the world is a global marketing now it’s getting more difficult for the companies to compete. In order to win the leader position in the marketplace marketing specialists work out different kind of strategies to achieve long lasting success. One of the most significant among these strategies is customer loyalty toward the brand.The primary purpose of this article is to illustrate relationships between the brand image, customer satisfaction and customer loyalty, to summarize information ...

  2. The Antecedents of Automobile Brand Loyalty: Evidence from Malaysian

    Mabkhot, Hashed Ahmed; Salleh, Salniza MD; Shaari, Hasnizam

    2016-01-01

    This study empirically examined the mediating effect of brand satisfaction on the relationship between brand image and brand loyalty among Malaysian customer toward local automobile brands. Four hypotheses were developed to test hypothesizing relationships among brand image, brand satisfaction on brand loyalty. Data collected from customers of automobile brands in north Malaysia peninsula from three states which were Kedah, Penang, and Perlis. This study applies partial least squares to a sam...

  3. Anteseden Customer Loyalty Pada Low Cost Carrier Airline

    Harlan, Marcella

    2015-01-01

    The background of this research was Customer loyalty as a competitive advantage in service industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis us...

  4. Impact of entrepreneurial education on consumer loyalty in tourism industry

    Petrović Pero

    2016-01-01

    Full Text Available Each educational activity in tourism is a vital tool of development. In most industries during the late 20th and early 21st century, the growing intensity of competition and dynamic development, has led to changes in the objectives of doing business, and this is especially true for the tourism industry. In the past, the focus was on attracting new customers, while marketing strategies now focus on retaining existing customers and winning their loyalty. The main reason for this new approach is the awareness of the economic impact of tourism customer loyalty. Travel and tourism companies with a higher share of consumer loyalty benefit from the growing rate of repurchase, increased tolerance to higher prices, positive advertisements on the basis of recommendations from satisfied tourist consumers and less tendency to switch to competitors. In order to achieve customer loyalty and all the benefits that implies, tourism companies must be aware of the factors that determine loyalty. Therefore, the subject of this paper analyzes the factors that influence consumer loyalty to tourism, in order to come to the knowledge of the type, intensity and mode of influence of individual factors on long-term customer loyalty. The quality of the training and education of entrepreneurship procure sub­sequent impact on customer loyalty. The paper points out the importance of entrepreneurship education in the European Union with a focus on the quality of educational programs. In turn, the number and quality of the coverage factor of success in a wholesome entrepreneurial economy is expanded, especially in the tourism industry as its most dynamic part.

  5. Brand gender, brand personality and brand loyalty relationship

    Gumus, Izzet

    2016-01-01

    Brand personality, especially brand gender concepts are quite new in Turkey, therefore these concepts have not been used  as a topic in research. The aim of this research is to shed light on the literature by emphasizing the relationship between brand  personality, brand gender and brand loyalty.  This research is conducted to demonstrate the effects of brands loyalty on consumers in terms of gender and personality. Brand categories and brands are chosen in...

  6. Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking

    Asare Yaw Obeng

    2017-04-01

    Full Text Available The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation facilitate these key elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana. The results of the empirically tested model reveal new/improved product/process functionalities, service consistency and innovative product/process satisfaction contribute significantly to customer loyalty (p < 0.001. Service consistency has a marginal higher impact (β = .373 on customer loyalty than the others. Product/process quality contributes significantly (with β ranging from .345 to .742 and p < 0.001 to each of the above three antecedents than all other items.

  7. Motivational Mechanisms in the Relation between Job Characteristics and Employee Functioning.

    Olafsen, Anja H; Halvari, Hallgeir

    2017-08-07

    This study investigates the job demands-resources (JD-R) model in relation to work motivation in a self-determination theory (SDT) perspective, with the purpose of developing a model where social-contextual factors are seen in relation to psychological needs in order to explain autonomous work motivation and, in turn, self-reported work performance and somatic symptom burden. SEM-analyses of cross-sectional survey data including 405 waiters/waitresses in Norway were conducted to evaluate the hypothesized model. Results indicate that different job resources have different relations to psychological need satisfaction, and that certain types of job demands (i.e., job challenges) actually may enhance satisfaction of specific psychological needs. In particular, task autonomy had a positive relation to autonomy satisfaction (p motivation and, in turn, positively to work performance and negatively to somatic symptom burden (p motivation and between the basic needs and work performance (p motivation and work outcomes, it is important to distinguish between different job demands and job resources, as well as among the three psychological needs.

  8. Understanding patient e-loyalty toward online health care services.

    Martínez-Caro, Eva; Cegarra-Navarro, Juan Gabriel; Solano-Lorente, Marcelina

    2013-01-01

    Public health institutions are making a great effort to develop patient-targeted online services in an attempt to enhance their effectiveness and reduce expenses. However, if patients do not use those services regularly, public health institutions will have wasted their limited resources. Hence, patients' electronic loyalty (e-loyalty) is essential for the success of online health care services. In this research, an extended Technology Acceptance Model was developed to test e-loyalty intent toward online health care services offered by public health institutions. Data from a survey of 256 users of online health care services provided by the public sanitary system of a region in Spain were analyzed. The research model was tested by using the structural equation modeling approach. The results obtained suggest that the core constructs of the Technology Acceptance Model (perceived usefulness, ease of use, and attitude) significantly affected users' behavioral intentions (i.e., e-loyalty intent), with perceived usefulness being the most decisive antecedent of affective variables (i.e., attitude and satisfaction). This study also reveals a general support for patient satisfaction as a determinant of e-loyalty intent in online health care services. Policy makers should focus on striving to get the highest positive attitude in users by enhancing easiness of use and, mainly, perceived usefulness. Because through satisfaction of patients, public hospitals will enlarge their patient e-loyalty intent, health care providers must always work at obtaining satisfied users and to encourage them to continue using the online services.

  9. Brand loyalty, patients and limited generic medicines uptake.

    Costa-Font, Joan; Rudisill, Caroline; Tan, Stefanie

    2014-06-01

    The sluggish development of European generic drug markets depends heavily on demand side factors, and more specifically, patients' and doctors' loyalty to branded products. Loyalty to originator drugs, to the point where originator prices rise upon generic entry has been described as the 'generics paradox'. Originator loyalty can emerge for a plethora of reasons; including costs, perceptions about quality and physician advice. We know very little about the behavioural underpinnings of brand loyalty from the consumer or patient standpoint. This paper attempts to test the extent to which patients are brand loyal by drawing upon Spain's 2002 Health Barometer survey as it includes questions about consumer acceptance of generics in a country with exceptionally low generic uptake and substitution at the time of the study. Our findings suggest that at least 13% of the population would not accept generics as substitutes to the originator. These results confirm evidence of brand loyalty for a minority. Alongside high levels of awareness of generics, we find that low cost-sharing levels explain consumer brand loyalty but their impact on acceptance of generic substitution is very small. Higher cost-sharing and exempting fewer patients from cost-sharing have the potential to encourage generic acceptance. Copyright © 2014 Elsevier Ireland Ltd. All rights reserved.

  10. Consumer Attitudes toward Sustainable Development and Risk to Brand Loyalty

    Daniel G. J. Kuchinka

    2018-03-01

    Full Text Available The present study reveals the importance of understanding how business decisions focused on sustainability can impact companies, due to the risks associated with brand loyalty. The relationship between brand loyalty and consumers’ environmental viewpoint is investigated, including how consumers’ brand loyalty would be impacted after environmental-based expansion decisions are announced. College students from the USA and Romania (N = 92 were asked to voluntarily participate in a survey. The Brand Loyalty Scale (BLS is used to assess brand loyalty before and after a fictitious expansion announcement was made and the New Ecological Paradigm (NEP scale is utilized to assess attitudes toward sustainability. A paired samples t-test analysis reveals a significant positive correlation between NEP scores (attitudes toward sustainability and brand loyalty. No significant differences are found in attitudes toward sustainability regarding region (Romania and USA or gender. These results indicate that individuals who generally show concern towards the environment will stay loyal to their favorite companies after sustainability is introduced. Results also indicate that the gap regarding region and gender is slowly closing in attitudes toward sustainability; individuals in developing countries are also showing a major concern toward environmental issues. Males indicate just as much concern toward the environment as females, which is confirmed by other findings in previous literature.

  11. Effects and mechanisms of 3α,5α,-THP on emotion, motivation, and reward functions involving pregnane xenobiotic receptor

    Cheryl A Frye

    2012-01-01

    Full Text Available Progestogens [progesterone (P4 and its products] play fundamental roles in the development and/or function of the central nervous system during pregnancy. We, and others, have investigated the role of pregnane neurosteroids for a plethora of functional effects beyond their pro-gestational processes. Emerging findings regarding the effects, mechanisms, and sources of neurosteroids have challenged traditional dogma about steroid action. How the P4 metabolite and neurosteroid, 3α-hydroxy-5α-pregnan-20-one (3α,5α-THP, influences cellular functions and behavioral processes involved in emotion/affect, motivation, and reward, is the focus of the present review. To further understand these processes, we have utilized an animal model assessing the effects, mechanisms, and sources of 3α,5α-THP. In the ventral tegmental area (VTA, 3α,5α-THP has actions to facilitate affective, and motivated, social behaviors through non-traditional targets, such as GABA, glutamate, and dopamine receptors. 3α,5α-THP levels in the midbrain VTA both facilitate, and/or are enhanced by, affective and social behavior. The pregnane xenobiotic receptor (PXR mediates the production of, and/or metabolism to, various neurobiological factors. PXR is localized to the midbrain VTA of rats. The role of PXR to influence 3α,5α-THP production from central biosynthesis, and/or metabolism of peripheral P4, in the VTA, as well as its role to facilitate, or be increased by, affective/social behaviors is under investigation. Investigating novel behavioral functions of 3α,5α-THP extends our knowledge of the neurobiology of progestogens, relevant for affective/social behaviors, and their connections to systems that regulate affect and motivated processes, such as those important for stress regulation and neuropsychiatric disorders (anxiety, depression, schizophrenia, drug dependence. Thus, further understanding of 3α,5α-THP’s role and mechanisms to enhance affective and motivated

  12. Performance grading and motivational functioning and fear in physical education: A self-determination theory perspective

    Krijgsman, C.A.; Vansteenkiste, Maarten; van Tartwijk, J.W.F.; Maes, Jolien; Borghouts, Lars; Cardon, Greet; Mainhard, M.T.; Haerens, Leen

    2017-01-01

    Grounded in self-determination theory, the present study examines the explanatory role of students' perceived need satisfaction and need frustration in the relationship between performance grading (versus non-grading) and students' motivation and fear in a real-life educational physical education

  13. Evaluation of the Influence of Wording Changes and Course Type on Motivation Instrument Functioning in Chemistry

    Komperda, Regis; Hosbein, Kathryn N.; Barbera, Jack

    2018-01-01

    Increased understanding of the importance of the affective domain in chemistry education research has led to the development and adaptation of instruments to measure chemistry-specific affective traits, including motivation. Many of these instruments are adapted from other fields by using the word "chemistry" in place of other…

  14. Parental substance abuse and function of the motivation and behavioral inhibition systems in drug-naïve youth.

    Ivanov, Iliyan; Liu, Xun; Shulz, Kurt; Fan, Jin; London, Edythe; Friston, Karl; Halperin, Jeffrey M; Newcorn, Jeffrey H

    2012-02-28

    It is hypothesized that the development of substance abuse (SA) may be due to imbalance in functions of the motivation-reward and behavioral inhibition systems in the brain. This speaks to the search for biological risk factors for SA in drug-naïve children who also exhibit motivational and inhibitory control deficits; however, this type of research is currently lacking. The objective of this study was to establish a neurobiological basis for addiction vulnerability using functional magnetic resonance imaging (fMRI) in drug-naïve youth with attention deficit/hyperactivity disorder (ADHD). We hypothesized that children with ADHD alone would show higher activity in regions of the motivation-reward and behavioral inhibition systems than children with ADHD and a parental history of SA. Toward this goal we scanned 20 drug-naïve children with ADHD ages 8-13 while performing an event-related reward task. High (N=10) and low (N=10) risk subjects were identified, based on parental history of SA. The effects of anticipation, conflict, and reward were assessed with appropriate linear contrasts, and between-group differences were assessed using statistical parametric mapping. The two groups did not differ on behavioral measures of the task. The fMRI results show heightened activation in the brain motivational-reward system and reduced activation of the inhibitory control system in high-risk compared to low-risk children. These results suggest that a functional mismatch between these two systems may represent one possible biological underpinning of SA risk, which is conferred by a parental history of addiction. Copyright © 2011 Elsevier Ireland Ltd. All rights reserved.

  15. Questioning the link between Self-Expressed Attitudes and Repurchasing Behavior: Relations Between Cognitive, Affective and Action Loyalty

    Guven Ordun

    2015-04-01

    Full Text Available In psychology attitude is defined as favorable or unfavorable evaluations towards a person, group, object or event. Attitudes are formed by past and present experiences and are expected to change as a function of experience. Three components of the attitude defined as cognitive (what we know about the subject, affective (how we feel towards the subject and behavioral (intention to behave towards the subject. Our behavior is defined as a complex combination of beliefs, feelings, capabilities and norms. The majority of consumer behavior literature examined the main antecedents of purchase behavior. Attitudes are described as one of the most important determinant of the behavior. There are several methods and techniques to assess attitude; the most used one is the self-report paper and pencil measures. Brand loyalty is another important concept related with repetitive purchasing behavior. While cognitive loyalty is related with the information, affective loyalty is related with feelings. Behavioral loyalty is described as the past behaviors or experiences. Some of our behaviors are determined by the cognitive component of the attitude while others may be directed by the affective part. Main focus of the research is to find out whether there is a level of compliance between cognitive, affective and behavioral attitude of consumers. 1000 forms are distributed in order to identify the attitudes and purchasing behaviors of consumers 783 forms are evaluated

  16. Questioning the Link between Self-Expressed Attitudes and Repurchasing Behavior: Relations Between Cognitive, Affective and Action Loyalty

    Guven Ordun

    2016-01-01

    Full Text Available In psychology attitude is defined as favorable or unfavorable evaluations towards a person, group, object or event. Attitudes are formed by past and present experiences and are expected to change as a function of experience. Three components of the attitude defined as cognitive (what we know about the subject, affective (how we feel towards the subject and behavioral (intention to behave towards the subject. Our behavior is defined as a complex combination of beliefs, feelings, capabilities and norms. The majority of consumer behavior literature examined the main antecedents of purchase behavior. Attitudes are described as one of the most important determinant of the behavior. There are several methods and techniques to assess attitude; the most used one is the self-report paper and pencil measures. Brand loyalty is another important concept related with repetitive purchasing behavior. While cognitive loyalty is related with the information, affective loyalty is related with feelings. Behavioral loyalty is described as the past behaviors or experiences. Some of our behaviors are determined by the cognitive component of the attitude while others may be directed by the affective part. Main focus of the research is to find out whether there is a level of compliance between cognitive, affective and behavioral attitude of consumers. 1000 forms are distributed in order to identify the attitudes and purchasing behaviors of consumers 783 forms are evaluated

  17. Associations between physical activity and motivation, competence, functioning, and apathy in inhabitants with mental illness from a rural municipality: a cross-sectional study.

    Farholm, Anders; Sørensen, Marit; Halvari, Hallgeir; Hynnekleiv, Torfinn

    2017-11-06

    There is increasing evidence for physical activity (PA) having a positive impact on physical and mental health as well as illness symptoms in individuals with severe mental illness (SMI). However, individuals with SMI experience several barriers that makes it difficult to take advantage of the benefits associated with PA. One barrier consistently reported to impede PA is motivational issues. Thus, the main aim of the present study was to examine associations between PA and motivation for PA, perceived competence for PA, functioning, apathy, and demographic variables among individuals with SMI. This was conducted within a larger study aiming at including all inhabitants with SMI in one particular small, rural municipality. A total of 106 participants were recruited to the study. Questionnaire-based interviews conducted by two mental health nurses assessed self-reported PA, motivation and competence for PA, functioning, and apathy. Additionally, 71 participants accepted to wear an accelerometer-equipped wristwatch yielding an objective assessment of PA. The participants engaged in little PA. However, they did not lack motivation, as over 90% stated that they would like to be more active, and participants across PA level displayed high scores of a motivation reflecting that they valued the benefits of PA. Results showed that higher self-reported PA level was associated with higher levels of integrated regulated motivation and perceived competence for PA while it was unrelated to functioning and apathy. In the subpopulation with objectively measured PA, integrated regulated motivation for PA remained significantly associated with PA level, whereas poor scores on functioning lowered the odds ratio for higher PA level. The results show that PA specific motivation is associated with PA even when controlling for functioning and apathy. This highlight the importance of facilitating context specific motivation (i.e., motivation for PA) and that health care practitioners

  18. Motivation in Beyond Budgeting: A Motivational Paradox?

    Sandalgaard, Niels; Bukh, Per Nikolaj

    In this paper we discuss the role of motivation in relation to budgeting and we analyse how the Beyond Budgeting model functions compared with traditional budgeting. In the paper we focus on budget related motivation (and motivation in general) and conclude that the Beyond Budgeting model...

  19. Patient satisfaction and loyalty among military healthcare beneficiaries enrolled in a managed care program.

    Jennings, B M; Loan, L A

    1999-11-01

    A study was performed to evaluate military beneficiaries' motivation for choosing to change from a civilian managed care system to the military managed care system. Concerns about healthcare cost, quality, and access underpin major reform in military healthcare. The military health system (MHS) is implementing managed care through an initiative known as TRICARE. Patient choice and satisfaction are highly relevant to all healthcare delivery systems; they are being explored aggressively in the MHS as TRICARE evolves. This descriptive study was conducted using a telephone survey consisting of 63 items derived from four pre-existing instruments as well as five facility-specific questions and demographics. The population of interest targeted military beneficiaries on a TRICARE waiting list who, at the time of enrollment, indicated a desire to receive care at the military facility. Consumers were inclined to return to the military system because of loyalty. Also, this study provided evidence that staff courtesy is important to those who seek healthcare. Good quality and accessibility were verified as essential elements in sustaining a consumer's positive view of and attraction to a particular healthcare system. Cost was proven to be a less substantial factor of consumer decision making. Surveys such as this give healthcare providers more information about aspects of care, such as patient loyalty and interpersonal dynamics, that attract people to their healthcare delivery systems. For healthcare systems to thrive, consumer influence and the power of patient dissatisfaction must be understood.

  20. Does Technology Acceptance Change the Way from CRM to Customer Loyalty?: An Empirical Study on the Banking Industry

    Yi-Yuan Liu

    2010-01-01

    This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail banks show that commitments have a mediating effect on the relationship between the tailor-made function...

  1. Motivation for physical culture as factor of students’ functional state optimization

    O.G. Lachno

    2015-10-01

    Full Text Available Purpose: to analyze students’ attitude to physical education classes; to compare motivation for physical education of 1 st and 4 th year students. Material: 100 students of 17 - 22 years’ age participated in the research. All they were questioned. Results: In the whole, boys have positive attitude to sport practicing but some of them can have harmful habits. The attitude to sport practicing of most of girls changes with age. It was found that biological age of students significantly exceeds passport age. Biological age of senior students it reduces to some extent, in comparison with junior students. It was also found that in process of studying at HEE students’ motivation for sport practicing changes to positive side. It witnesses about formation of student positive attitude to physical education in general. Conclusions: we have shown that there is a demand in strengthening of motivation for physical culture classes and further formation positive attitude to them with increasing of students’ knowledge about physical education.

  2. The Influence of Quality Products and Quality of Customer Loyalty in Cigarette Class Mild(case Studies in Pt.niaga Nusaabadi Bandar Lampung)

    Efriyanti, Farida; Rahman, Ferdy

    2016-01-01

    This research is motivated a condition that is now increasingly fast-moving business where competition is more advanced in the field of cigarettes. Integration thus a need to have a marketing strategy in order to maintain and towards higher market share. As for the issue of this study is "What are the factors of product quality, service quality, positive effect on consumer loyalty Class Mild cigarette?". The purpose of this study was to analyze the effect of each - each variable, the quality ...

  3. Impact of Income on Customers' Loyalty: Are Customers with Higher Income more Loyal?

    Klopotan Igor

    2016-03-01

    Full Text Available Background: Recent research on customers’ loyalty mostly focuses on several indicators, such as price, income and promotion. However, the level of income and its impacts on customers' loyalty have not been investigated in greater details.

  4. Measuring customer loyalty using an extended RFM and clustering technique

    Zohre Zalaghi

    2014-05-01

    Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

  5. Consumers' Loyalty Related to Labor Inclusion of People with Disabilities.

    González, Marta; Luis Fernández, José

    2016-01-01

    the purpose of this paper is to show that reporting the corporate commitment to labor exclusion of people with disability correlates with the increase of consumer loyalty. It is a theoretical revision that will relate consumer loyalty to three main topics: disability and labor exclusion, responsible consumerism toward disability, and corporate communication to increase loyalty of those consumers that are concerned about this problem.      • Disability is an invisible phenomenon that concerns the whole of human society. So, the exclusion of the collective appears as a great social problem that might be dealt by the companies to be perceived as responsible.      • Responsible companies are awarded with the loyalty of the consumers.      • Clear corporate information about the commitment with this problem will reinforce the loyalty toward the brand.      • This information can be given in an informal way or by following a certification process. The impact of those methods will depend on how disability is understood by each consumer. This paper focuses on a topic usually neglected by companies and even by literature. However, the fact that more and more companies are paying attention to this problem allows us to think that we are facing a social change that will challenge companies.

  6. ROMANIAN PERSPECTIVE ON CUSTOMER LOYALTY FOR DIRECT SELLING COMPANIES

    Claudia BOBALCA

    2014-09-01

    Full Text Available The purpose of the research is to investigate Romanian direct sellers’ perceptions on customers’ loyalty. The research objectives are: (1 to identify the direct sellers’ perceptions on the concept of loyalty; (2 to identify the main loyalty techniques that direct sellers use in their work with the clients; (3 to frame the portrait of a loyal customer. As a research method, we used qualitative research based on depth interviews. It is an exploratory and instrumental research, the results being used for building a questionnaire for a future survey. The investigated population is represented by direct selling women, with ages beteeen 19 and 30 years. For direct sellers, loyalty is an attitude and also a behavior, it means buying from the same company, from the same seller and preferring the products of the company. The main loyalty techniques that direct sellers use in their work with the clients are: promotional actions, personalization the relation with the client and offering stimulants. The loyal customer is the one who buys companies’ products every month or at least quarterly, spends a monthly amount of 100 Ron on these products, works with the same seller, pays on time for the order, doesn’t look only after promotions, loves the products, recommends the company to others, doesn’t return the order, wants to buy more products from the company and trusts its products.

  7. Consumers’ Loyalty Related to Labor Inclusion of People with Disabilities

    González, Marta; Luis Fernández, José

    2016-01-01

    Purpose: the purpose of this paper is to show that reporting the corporate commitment to labor exclusion of people with disability correlates with the increase of consumer loyalty. Methodology: It is a theoretical revision that will relate consumer loyalty to three main topics: disability and labor exclusion, responsible consumerism toward disability, and corporate communication to increase loyalty of those consumers that are concerned about this problem. Findings:      • Disability is an invisible phenomenon that concerns the whole of human society. So, the exclusion of the collective appears as a great social problem that might be dealt by the companies to be perceived as responsible.      • Responsible companies are awarded with the loyalty of the consumers.      • Clear corporate information about the commitment with this problem will reinforce the loyalty toward the brand.      • This information can be given in an informal way or by following a certification process. The impact of those methods will depend on how disability is understood by each consumer. Originality/value: This paper focuses on a topic usually neglected by companies and even by literature. However, the fact that more and more companies are paying attention to this problem allows us to think that we are facing a social change that will challenge companies. PMID:27445880

  8. Followers' agreeableness and extraversion and their loyalty towards authentic leadership.

    Monzani, Lucas; Ripoll, Pilar; Peiró, José María

    2014-01-01

    Effective leaders understand that loyal followers are the key for success. To win their loyalty, leaders usually build social exchange relationships with them, through a wide range of behaviours, such as honouring agreements or using open and transparent communication. However, the effect of these behaviours on their followers' loyalty can differ depending on followers' individual differences, especially in relational traits such as agreeableness and extraversion. We explored the moderating role of followers' agreeableness and extraversion in the relationship between authentic leadership (using transactional leadership as reference group) and followers' loyalty. A two-wave experiment, where 224 participants with and without work experience were randomly assigned to either a transactional or authentic leadership style condition was conducted. Our results show that followers in the authentic leadership condition had higher levels of loyalty toward their leader. Moreover, followers' agreeableness played a negative moderating role in this relationship whereas extraversion played a positive moderating role in it. Our results indicate that followers' characteristics influence the effect of situational factors on their attitudes, such as loyalty, providing support for the need of a more integrative approach to leadership, where followers need to be considered as active elements of this process ofinfluence.

  9. Loyalty program structure and consumers’ perceptions of status: Feeling special in a grocery store?

    A. Arbore; Z. Estes

    2013-01-01

    Loyalty programs are business practices increasingly pursued by companies in order to achieve customer loyalty. Recent studies have focused on the relationship between loyalty program structures (i.e., number and size of hierarchical tiers) and status levels (i.e., exclusivity) perceived by members. The current study examines two potential moderators of this relationship between program structure and perceived status. Specifically, the aim of our research was to test whether loyalty program s...

  10. Brand interactions and social media: enhancing user loyalty through social networking sites

    Nisar, T.M.; Whitehead, C.

    2016-01-01

    This paper aims to investigate how user loyalty can be achieved and maintained through social networking sites. More specifically, we intend to test the relationships between brands, user loyalty and social media. The research thus provides insights into user-brand relationships through social media and argues how loyal customers can be through social networking websites. Although there are considerable numbers of studies about loyalty; there exists very limited work studying user loyalty thr...

  11. Reflection of Loyalty Programmes with the Use of Bonuses in Accounting

    Sakharov Pavlo O.

    2013-01-01

    The article studies loyalty programmes that are used at modern trading enterprises and discovers main barriers on the way of development of methodical approaches of bonus accounting provided to the clients of loyalty programmes. It analyses theoretical and methodical aspects of bonus accounting in international practice and methods of reflection of loyalty programmes in accounting with the use of bonuses existing in Ukraine. Comparing electronic money and settlement elements of the loyalty pr...

  12. STUDY OF IDENTIFYING AND PRIORITIZING THE AFFECTING FACTORS ON BANK BRAND CUSTOMER LOYALTY

    Zahra Aliyari; Yosef Beygzadeh

    2017-01-01

    Today, customer loyalty is the key to business success. By increased customers’ loyalty, market share and profitability level of enterprises will rise. Market perception along with planning and adopting appropriate strategies for making customers loyal and enhancing their rate of loyalty leads to long-term benefits for the enterprises. Given the importance of the issue, the goal of this study was to identify and prioritize the factors affecting loyalty to a banking brand from perspective of K...

  13. THE EFFECT OF BRAND LOYALTY OF INVOLVEMENT TO PRODUCTS: THE SAMPLE OF MOBILE PHONE

    Armagan, Ece; Akel, Gokhan

    2017-01-01

    Brands in a highly competitive environment is consideredas the main assets of businesses, businesses that create brand loyalty ensuresthat there is a long period of time. In order to ensure brand loyalty alsoconsumers’ involvement need to be investigated. Brand loyalty is also a greatbenefit in understanding consumers' level of involvement on the brand. Theproduct involvement required to understand consumer behavior is an importantfactor on brand loyalty. In this study, the effect of the...

  14. Involvement and Trust in a Brand as Predictors of Loyalty Categories

    Darsono, Licen Indahwati

    2009-01-01

    Customer loyalty is the most valuable asset for the firm. Several researchs find that customer loyalty is positively related with profitability. The purpose of this research is to investigate the power of involvement and trust in a brand (as cognitive and conative antece-dent of loyalty) to predict loyalty categories. Dick and Basu (1994) conceptualization of loyaly is used as the main reference in this research. The object of this research is facial whitening product, and the subjects are wo...

  15. Analyzing the relationship between Customer Satisfaction and Customer Loyalty : Case: Ritz-Carlton Guangzhou

    Wan, Tong

    2015-01-01

    This research aims to analyze the relationship between customer satisfaction and customer loyalty. The first objective of this research is to study the concepts of customers’ satisfaction and loyalty and discover the factors influencing them.Secondly, the objective is to analyze the relationship between the concepts of customer’ satisfaction and loyalty. The third objective is to discover how customers’ satisfaction and loyalty can be increased. A set of recommendations for the case company a...

  16. Determination of combinations of the attributes of sales promotion for different loyalty stages' customers

    Pilelienė, Lina

    2010-01-01

    The peculiarities of the usage of sales promotion according to customer loyalty stage are being analyzed in the article. The main assumption here is that customers being on different loyalty stages have distinct needs and expectations with the sales promotion offerings. To be effective, sales promotion has to correspond to specific needs of a customer loyalty stage. On purpose to determine combination of attributes of sales promotion best suitable to customers being on different loyalty stage...

  17. Executive functions and motivation as moderators of the relationship between automatic associations and alcohol use in problem drinkers seeking online help

    van Deursen, D.S.; Salemink, E.; Boendermaker, W.J.; Pronk, T.; Hofmann, W.; Wiers, R.W.

    2015-01-01

    Background: Dual process models posit that problem drinking is maintained by an imbalance between relatively strong automatic processes and weak controlled processes, a combination of executive functions and motivation. Few studies have examined how the interplay between automatic processes and

  18. The Effect of Depo Medroxyprogesterone Acetate (DMPA) on Cerebral Food Motivation Centers: A Pilot Study using Functional Magnetic Resonance Imaging.

    Basu, Tania; Bao, Pinglei; Lerner, Alexander; Anderson, Lindsey; Page, Kathleen; Stanczyk, Frank; Mishell, Daniel; Segall-Gutierrez, Penina

    2016-10-01

    The primary objective is to examine activation of food motivation centers in the brain before and 8 weeks after depo medroxyprogesterone acetate (DMPA) administration. This prospective experimental pilot study examined the effects of DMPA on food motivation centers utilizing functional magnetic resonance imaging (fMRI) in eight nonobese, ovulatory subjects. fMRI blood oxygen level dependent (BOLD) signal was measured using a 3-Tesla Scanner while participants viewed images of high-calorie foods, low-calorie foods and nonfood objects. fMRI scans were performed at baseline and 8 weeks after participants received one intramuscular dose of DMPA 150 mg. fMRI data were analyzed using the FMRIB Software Library. Changes in adiposity and circulating leptin and ghrelin levels were also measured. There was a greater BOLD signal response to food cues in brain regions associated with food motivation (anterior cingulate gyrus, orbitofrontal cortex) 8 weeks after DMPA administration compared to baseline (z>2.3, pmotivation may guide the development of interventions to prevent weight gain in DMPA users. These data support a neural origin as one of the mechanisms underlying weight gain in DMPA users and may guide future research examining weight gain and contraception. Copyright © 2016 Elsevier Inc. All rights reserved.

  19. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  20. 42 CFR 61.14 - Separate consideration of information concerning moral character or loyalty.

    2010-10-01

    ... moral character or loyalty. 61.14 Section 61.14 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF... Separate consideration of information concerning moral character or loyalty. No information in the records or possession of the Public Health Service concerning the moral character or loyalty of a fellow will...

  1. Identification of Employee Motivators and Proposals for Implementing Motivating Practices in SMEs : Cases: Automobile Technologies Ltd and TrulyProtect Ltd

    Orzheshkovskaya, Daria

    2016-01-01

    Business owners and managers regularly look for methods to motivate their personnel. Motivation has an influence on employees’ working performance, well-being and loyalty. Small and medium sized companies are different from big corporations by its corporate size, structure and business barriers which they face. Thus, SMEs may be in need of distinct ways to motivate employees for long-term and successful working relationship. The objectives of the study were (a) to find out core...

  2. Oxytocin and vasopressin modulation of the neural correlates of motivation and emotion: results from functional MRI studies in awake rats.

    Febo, Marcelo; Ferris, Craig F

    2014-09-11

    Oxytocin and vasopressin modulate a range of species typical behavioral functions that include social recognition, maternal-infant attachment, and modulation of memory, offensive aggression, defensive fear reactions, and reward seeking. We have employed novel functional magnetic resonance mapping techniques in awake rats to explore the roles of these neuropeptides in the maternal and non-maternal brain. Results from the functional neuroimaging studies that are summarized here have directly and indirectly confirmed and supported previous findings. Oxytocin is released within the lactating rat brain during suckling stimulation and activates specific subcortical networks in the maternal brain. Both vasopressin and oxytocin modulate brain regions involved unconditioned fear, processing of social stimuli and the expression of agonistic behaviors. Across studies there are relatively consistent brain networks associated with internal motivational drives and emotional states that are modulated by oxytocin and vasopressin. This article is part of a Special Issue entitled Oxytocin and Social Behav. Copyright © 2014 Elsevier B.V. All rights reserved.

  3. Web portals to secure long-term customer loyalty; Webportale sollen die Kunden langfristig binden

    Knechtel, Karsten [Process Management Consulting GmbH, Muenchen (Germany)

    2011-08-15

    The primary motivation in presenting service offerings on the Internet is to secure long-term customer loyalty. To date the large majority of suppliers in the gas and electricity industries already make a respectable appearance on the Internet. However, customer development campaigns still offer many an opportunity for distinguishing oneself more from one's competitors. In 2002 an independent survey was initiated which has served as an independent industry barometer in the ten years since. The idea is for users to investigate to what extent standard business processes have been implemented on the Internet in a promising manner, with due consideration to customer needs as well appropriate security measures to gain the customers' confidence.

  4. SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

    Azman Ismail

    2016-03-01

    Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

  5. Brand patronage and loyalty patterns in store vs. manufacturer brands

    Krystallis, Athanasios; Chrysochou, Polymeros

    Nowadays, in most of the developed fast-moving consumer goods' markets store brands (i.e. retailer brands or private labels) have managed to establish a considerable share in the retail market. Moreover, it is well known that store brands are perceived as strong competitors to manufacturer brands......, while offering good value for money. There is a large body of literature explaining and further exploring factors that influence loyalty towards store brands (e.g. among others Steenkamp and Dekimpe, 1997; Dhar and Hoch, 1997; Ailawadi and Keller, 2004; De Wulf et al, 2005). The objective of the work...... is to investigate the potential existence of differences in the loyalty behaviour between store brands and manufacturer brands, as expressed through certain brand performance and loyalty measures (e.g. market shares, penetration, purchase frequencies, repeat rate, etc.). In order to meet the above...

  6. Moderating Effects of Craftourism on Place Attachment and Destination Loyalty

    Arup Kumar Baksi

    2015-09-01

    Full Text Available Practice of traditional handicrafts play a significant role in enhancing destination attractiveness. Visitors assign considerable weightage to local craft practices to satisfy their desire to participate in the learning and production process, a case of role-reversal. Promoting this scope of role-reversal has been used by the Destination Marketing Organizations as differentiators. Craftourism has gained considerable momentum. This paper focuses on examining the moderating effects of craftourism on place attachment and destination loyalty. Dimensions of craftourism were identified by applying suitable statistical procedure. The results revealed craftourism, with option for visitors to enact role-reversal, improves the chances of destination loyalty following antecedent effects of place attachment. Keywords: craftourism, place attachment, destination loyalty, visitor, moderating

  7. Autobiographically recalled emotional states impact forward gait initiation as a function of motivational direction.

    Fawver, Bradley; Hass, Chris J; Park, Kyoungshin D; Janelle, Christopher M

    2014-12-01

    The impact of self-generated affective states on self-initiated motor behavior remains unspecified. The purpose of the current study was to determine how self-generated emotional states impact forward gait initiation. Participants recalled past emotional experiences (anger, fear, happy, sad, and neutral), "relived" those emotional memories before gait initiation (GI), and then walked ∼4 m across the laboratory floor. Kinetic and kinematic data revealed GI characteristics consistent with a motivational direction hypothesis. Specifically, participants produced greater posterior-lateral displacement and velocity of their center of pressure (COP) during the initial phase of GI after self-generation of happy and anger emotional states relative to sad ones. During the second phase of GI, greater medial displacement of COP was found during the happy condition compared with sad, greater velocity was occasioned during happy and angry trials compared with sad, and greater velocity was exhibited after happy compared with fear memories. Finally, greater anterior velocity was produced by participants during the final phase of GI for happy and angry memories compared with sad ones. Steady state kinetic and kinematic data when recalling happy and angry memories (longer, faster, and more forceful stepping behavior) followed the anticipatory postural adjustments noted during GI. Together the results from GI and steady state gait provide robust evidence that self-generated emotional states impact forward gait behavior based on motivational direction. Endogenous manipulations of emotional states hold promise for clinical and performance interventions aimed at improving self-initiated movement.

  8. Satisfaction and loyalty of consumers of educational services in the conditions of competitive fight

    Velichko Natalia

    2016-03-01

    Full Text Available The study examined the need to study the satisfaction and loyalty of consumers of educational services in a competitive environment. The study proved that customer orientation is becoming a key principle in the organization of the educational process and the functioning of the quality management system at any university. It is based on the consumer organization should define the purpose of the activity and set goals to achieve it. The university is not able to adapt to the level of the individual or social community, it will inevitably be supplanted by other institutions of the educational space.

  9. ED services: the impact of caring behaviors on patient loyalty.

    Liu, Sandra S; Franz, David; Allen, Monette; Chang, En-Chung; Janowiak, Dana; Mayne, Patricia; White, Ruth

    2010-09-01

    This article describes an observational study of caring behaviors in the emergency departments of 4 Ascension Health hospitals and the impact of these behaviors on patient loyalty to the associated hospital. These hospitals were diverse in size and geography, representing 3 large urban community hospitals in metropolitan areas and 1 in a midsized city. Research assistants from Purdue University (West Lafayette, IN) conducted observations at the first study site and validated survey instruments. The Purdue research assistants trained contracted observers at the subsequent study sites. The research assistants conducted observational studies of caregivers in the emergency departments at 4 study sites using convenience sampling of patients. Caring behaviors were rated from 0 (did not occur) to 5 (high intensity). The observation included additional information, for example, caregiver roles, timing, and type of visit. Observed and unobserved patients completed exit surveys that recorded patient responses to the likelihood-to-recommend (loyalty) questions, patient perceptions of care, and demographic information. Common themes across all study sites emerged, including (1) the area that patients considered most important to an ED experience (prompt attention to their needs upon arrival to the emergency department); (2) the area that patients rated as least positive in their actual ED experience (prompt attention to their needs upon arrival to the emergency department); (3) caring behaviors that significantly affected patient loyalty (eg, making sure that the patient is aware of care-related details, working with a caring touch, and making the treatment procedure clearly understood by the patient); and (4) the impact of wait time to see a caregiver on patient loyalty. A number of correlations between caring behaviors and patient loyalty were statistically significant (P loyalty but that occurred least frequently. The study showed through factor analysis that some caring

  10. Antecedents of Employee Loyalty in Educational Setting: An Empirical Study

    Sabrina O. Sihombing

    2018-01-01

    Full Text Available No studies have been conducted to link three variables of work values, internal marketing, and job satisfaction in predicting employee loyalty. Therefore, this research aims to fulfill the gap by developing a model that include work values, internal marketing, and job satisfaction in assessing employee loyalty in educational context. This research applies a judgmental sampling with the sample size of 200 lecturers from private universities in Tangerang. Structural equation modeling was applied in testing the research hypotheses. The results showed that there is one out of three hypotheses that were not supported. That hypothesis is the relationship between internal marketing and job satisfaction.

  11. Investigating cross-category brand loyalty behavior in FMCG

    Boztug, Yasemin; Hildebrandt, Lutz; Silberhorn, Nadja

    category depend on purchases in other categories. The aspect of cross-category related brand loyalty has been somewhat neglected so far. We concentrate on cross-category relationships of strong national brands and on how customers' brand choice decisions are related across several product categories.......In competitive markets, customer retention is more efficient than trying to attract new customers. Brand loyalty is an intrinsic commitment to repeatedly purchase a particular brand. But most analyses have been conducted in one specific category only. It has been shown that product purchases in one...

  12. Close Look at Hybrid Vehicle Loyalty and Ownership

    Hwang, Ho-Ling [ORNL; Chin, Shih-Miao [ORNL; Wilson, Daniel W [ORNL; Oliveira Neto, Francisco Moraes [ORNL; Taylor, Rob D [ORNL

    2013-01-01

    In a news release dated April 9, 2012, Polk stated that only 35% of hybrid owners bought a hybrid again when they returned to market in 2011. These findings were based on an internal study conducted by Polk. The study also indicated that if repurchase behavior among the high volume audience of Toyota Prius owners wasn t factored in; hybrid loyalty would drop to under 25%. This news release has generated a lot of interest and concern by the automobile industry as well as consumers, since it was published, and caused many to think about the idea of hybrid loyalty as well as factors that influence consumers. Most reactions to the 35% hybrid loyalty dealt with concerns of the viability of hybrid technology as part of the solution to address transportation energy challenges. This paper attempts to shed more light on Polk s hybrid loyalty study as well as explore several information sources concerning hybrid loyalty status. Specifically, major factors that might impact the selection and acquisition of hybrid vehicles are addressed. This includes investigating the associations between hybrid market shares and influencing factors like fuel price and hybrid incentives, as well as the availability of hybrid models and other highly fuel efficient vehicle options. This effort is not in-depth study, but rather a short study to see if Polk s claim could be validated. This study reveals that Polk s claim was rather misleading because its definition of loyalty was very narrow. This paper also suggests that Polk s analysis failed to account for some very important factors, raising the question of whether it is fair to compare a vehicle drive train option (which hybrids are) with a vehicle brand in terms of loyalty and also raises the question of whether hybrid loyalty is even a valid point to consider. This report maintains that Polk s study does not prove that hybrid owners were dissatisfied with their vehicles, which was a common theme among reporting news agencies when Polk

  13. Original article Parenting style and locus of control, motivation, and school adaptation among students with borderline intellectual functioning

    Anna Maria Jankowska

    2014-12-01

    Full Text Available Background Parenting style impacts children’s psychosocial development. Students with borderline intellectual functioning (BIF are especially sensitive to the quality of parental care. The objective of this study was to compare parenting styles of mothers of children with BIF and mothers of typically developing peers, and establish associations between parenting styles and children’s psychosocial traits, which determine their school functioning. Participants and procedure Forty-two primary school students in Grades 4 to 6, their teachers, and mothers participated in the study. Based on their IQ level they comprised two groups: students with BIF (criterion group; n = 21 and students with average IQ (comparison group; n = 21. A series of measures were used to assess mothers’ parenting style and students’ psychosocial traits. Questionnaires measuring students’ psychosocial pro­perties were administered to children and their teachers in order to compare their perspectives. Results Mothers of children with BIF in comparison to mothers in the control group presented greater inclinations towards over-parenting. Based on self-reports, students with BIF did not differ from their typically developing classmates in terms of school motivation, anxiety, locus of control, or social adjustment, despite their lower academic performance. According to teachers, students with BIF had significantly lower school motivation and delayed socialization. For students with BIF but not for the comparison group, a negative correlation was found between mothers’ tendency to dominate over their child and students’ locus of control and school motivation. Conclusions Children with BIF are especially sensitive to the quality of mothers’ parenting style, which can have an adverse effect on their school adjustment.

  14. [Motivation and satisfaction of residents in urology].

    Enzmann, T; Buxel, H; Benzing, F

    2010-08-01

    To address the increasing shortage of qualified residents, which leads to further discontent and additional on-call rotations for the remaining physicians, an analysis of the current situation was performed. Stress in the daily working routine, not enough free time, too little pay, or too little compensatory time off for overtime as well as inadequate options for continuing education were reported to be the main elements of dissatisfaction. The economic pressure of day-to-day work continues to define the physician's role and places demands on the medical staff by burdening them with nonmedical and administrative tasks.The major causes mentioned were staff shortage and lack of support provided by supervisors and the administration. For this reason, human resource development should be considered a strategic and central goal. This requires a normative, cross-functional approach at all levels of management and inclusion of personnel departments in the strategic processes of the hospital. The most important aspects for resident satisfaction were the work environment, acceptable work-life balance and remuneration, compensation for overtime, and quality of available continuing education, which is often rated as being insufficient.Effective strategies to improve the motivation of residents comprise offering opportunities for structured continuing education, optimizing the everyday work processes, and involving employees in social networks. The establishment of feedback strategies, including recognition of residents' achievements, will help to ensure their loyalty and identification with their clinic. This can serve as a preventive measure to offset any potential willingness to change jobs.

  15. What drives customer loyalty towards Greek wine varieties? Using polarization to model consumer loyalty

    Kotseridis, Yiorgios; Chrysochou, Polymeros; Krystallis, Athanasios

    their processing limits, they tend to simplify their decision-making based on heuristics (Bettman, Luce and Payne 1998). In the case of wine, such heuristics can be said to be extrinsic (e.g. brand, price, region variety, vintage, label) and intrinsic cues (taste, colour, etc). Many studies have explored......, marketers have been always eager towards building strong bonds with their customers. Therefore, identifying which cues makes consumers remain loyal and increase their chances of repeat purchase is always of high importance. In the case of wine, delineating the issue of loyalty in a wine brand......Wine is often characterised as a difficult and confusing product for consumers. In addition, the wine market is much diverse and competitive, with an enormous number of niche brands making consumer choice even more complex. When consumers are overloaded with information that exceeds...

  16. Analyzing the Influence of Customer Experience of Call Centre Towards Brand Loyalty of Telkomsel Users in Manado

    Item, Alwins Januard

    2013-01-01

    A fairly rapid growth in Indonesian telecommunications industry has encourages the competition among existing providers. The need to increase customer satisfaction through CRM for every company is now considered to be more important. Nowadays, call centre not only limited to provide convenience feeling to the customers in keep in touch with the company. The extended function of this service can be use to build loyalty to a brand. Telkomsel as one of the famous provider also provide call centr...

  17. Could music potentially serve as a functional alternative to alcohol consumption? The importance of music motives among drinking and non-drinking adolescents.

    Jonker, Anna; Kuntsche, Emmanuel

    2014-12-01

    This study investigated whether adolescents who drink and those who are teetotal differ in the link between music motives and health-related outcomes (life satisfaction, self-rated health, school pressure, somatic complaints, depressed and aggressive mood, physical powerlessness, frequency of being bullied and bullying others and evenings spent out with friends). It also looked at whether associations between music motives and health-related outcomes remained significant when drinking motives were included among drinkers. Confirmatory factor analysis and structural equation models were estimated based on data from 4,481 adolescents from Switzerland (mean age 14.5, SD = 0.9). It was confirmed that the four music motives and the four drinking motives obtained by crossing the valence (positive–negative) and the source (internal–external) of expected change in affect form distinct dimensions (i.e. the 8-factor model best fitted the data). Drinkers and non-drinkers differed in the various links between music motives and health-related outcomes. For example, almost all the links between conformity music motives and the health-related outcomes were significant for non-drinkers but not for drinkers. Enhancement music motives, by contrast, were often significant for drinkers but not for non-drinkers. Coping music motives were significant among both drinkers and non-drinkers. These links were basically unchanged when drinking motives were taken into account. This study indicates that music serves important functions in the lives of adolescents, even among those who use alcohol for different motives. This makes listening to music a promising potential alternative to alcohol use.

  18. A Case of Mixed Motives? : Formal and Informal Functions of Administrative Immigration Detention

    A.S. Leerkes (Arjen); D.W.J. Broeders (Dennis)

    2010-01-01

    textabstractIn most EU countries and the United States, immigration detention is defined as an administrative, non-punitive measure to facilitate expulsion. This paper argues that immigration detention in the Netherlands serves three informal functions in addition to its formal function as an

  19. Predicting the Satisfaction and Loyalty of Adjunct Faculty

    Hoyt, Jeff E.

    2012-01-01

    Satisfaction with the quality of students, autonomy, faculty support, honorarium, and preference for teaching were significant predictors of adjunct faculty loyalty. With the exception of autonomy, these factors along with a heavy teaching load, collaborative research with full-time faculty, and satisfaction with teaching schedule were predictive…

  20. Career Adaptability, Turnover and Loyalty during Organizational Downsizing

    Klehe, Ute-Christine; Zikic, Jelena; Van Vianen, Annelies E. M.; De Pater, Irene E.

    2011-01-01

    During organizational restructuring and downsizing, employees often worry about being redundant, actually are redundant, and/or feel unsatisfied with their jobs. Employees, in turn, often react with poor loyalty to and high voluntary exit from the organization. The current study addresses this process from a careers' perspective, showing that…

  1. Career adaptability, turnover and loyalty during organizational downsizing

    Klehe, U.-C.; Zicik, J.; van Vianen, A.E.M.; de Pater, I.E.

    2011-01-01

    During organizational restructuring and downsizing, employees often worry about being redundant, actually are redundant, and/or feel unsatisfied with their jobs. Employees, in turn, often react with poor loyalty to and high voluntary exit from the organization. The current study addresses this

  2. Loyalty to two brands of beer of the same producer

    Sudzina, Frantisek

    2017-01-01

    The focus of the paper is loyalty to two brands of beer produced by the Carlsberg Group - Tuborg and Carlsberg. Both beers are lagers. The Carlsberg Group markets Tuborg as a more premium brand, and it also aims to promote it to women. Unlike in the Netherlands with one brand - Heineken and unlike...

  3. Impact of brand personality on satisfaction and loyalty of consumers ...

    The purpose of this research is to review the impact of various dimensions of brand personality which includes: honesty, qualification, being exciting, perfection, and strength on customer's satisfaction and its impact on customer's loyalty. The statistical population of this research includes customers who have used luxury ...

  4. Understanding Student Satisfaction and Loyalty in the UAE HE Sector

    Fernandes, Cedwyn; Ross, Kieran; Meraj, Mohammad

    2013-01-01

    Purpose: The purpose of this paper is to verify and estimate the impact of the antecedents of Programme satisfaction and to explore its link with student loyalty in the higher education (HE) sector in the United Arab Emirates (UAE). Design/methodology/approach: A Programme Experience Questionnaire (PEQ) was developed, based on the National Student…

  5. Questions of Ethics and Loyalty: An Assistant Principal's Tale

    Martinez, Melissa A.

    2014-01-01

    Inspired by real-life events, this case describes the dilemma of a novice assistant principal who must balance her role as an administrator at her high school campus where a cousin's son, Eddie, recently enrolled and is proving to be disruptive the first month of school. Troubled by questions of ethics and loyalty, the issue is complicated after…

  6. Why patient loyalty matters--and how to enhance it.

    Lee, Thomas H

    2014-12-01

    Five tactics can help healthcare organizations earn patients' confidence and loyalty-and in turn retain or expand market share: Developing a shared vision about patient care. Committing to measuring the patient experience. Being accountable to the data. Emphasizing team care. Establishing organizational pride.

  7. Higher Education Institutions: Satisfaction and Loyalty among International Students

    Paswan, Audhesh K.; Ganesh, Gopala

    2009-01-01

    This study empirically investigates the relationship between satisfaction with educational service augmenters and consumer loyalty within the context of the international student market. An enhanced state of consumer satisfaction, also labeled as delight, is captured by focusing on service augmenters that fall outside the domain of the core…

  8. A review of brand-loyalty measures in marketing

    Mellens, M; Dekimpe, Marnik; Steenkamp, J

    1996-01-01

    Brand loyalty represents an important asset to the firm. While considerable agreement exists on its conceptual definition, no unified approach to operationalize the concept has yet emerged in the marketing literature. We provide a conceptual framework to classify existing management approaches, discuss their relative advantages/disadvantages and provide some managerial recommendations.

  9. Studying customer loyalty at Daewoo express bus service, Pakistan

    Usman Yousaf

    2013-09-01

    Full Text Available Background: Meeting service quality standards and striving for loyalty are two critical areas which have until now been overlooked by both the passenger transport industry and academia in Pakistan therefore the study sheds useful light on an issue hitherto untouched. Therefore increased sample size will help in increasing generalizability of study. Methods: This paper is designed to study the level of loyalty at Daewoo Express Bus Service in Sargodha by measuring customer satisfaction. Researchers used a small sample of only 96 respondents (passengers and only studies customer's behavior in the service quality of Daewoo Express Bus Service however it may differ in other passenger transport services. Results and conclusions: This paper reveals that there is a positive and significant relationship between loyalty (dependant variable and price perceptions, reliability, retrieving and smoothing (independent variables. However, the study found that reliability of services is the most important dimension among other independent variables (price perceptions, smoothing, reliability, retrieving effecting customers loyalty at Daewoo Express. Paper under consideration would surely assist Daewoo`s management team to take care of the loopholes existing in the current service level and likely threats which Daewoo might face.

  10. Gender Effects on Loyalty: A Replication in an Emerging Market

    Babah Daouda, Falylath; Ingenbleek, Paul T.M.; Trijp, van Hans C.M.

    2017-01-01

    This paper replicates the gender-effect on object of loyalty found by
    Melnyk et al. (2009), suggesting that females are more loyal towards
    individuals and males are more loyal to groups and organizations. Results
    from Benin (West Africa) support this but find that the results

  11. Filipino Parents' School Choice and Loyalty: A Factor Analysis

    de Guzman, Allan B.; de Castro, Belinda V.; Aquino, Kieshia Albert B.; Buenaventura, Melinda Anne R.; Duque, Anna Celina C.; Enriquez, Mark Lawrence D. R.

    2008-01-01

    This quantitative study aims to ascertain the significant relationship existing between parents' profile, and their school choice and school loyalty. Data were gathered using the researcher's two-part made instrument. Respondents were first asked to fill in a "robotfoto" for purpose of profiling their baseline characteristics and were…

  12. Leadership Analysis in K-12 Case Study: "Divided Loyalties"

    Alsubaie, Merfat Ayesh

    2016-01-01

    This report mainly aims to provide a critical and in-depth analysis of the K-12 Case, "Divided Loyalty" by Holy and Tartar (2004). The case recounts how the manifestation of inadequate leadership skills in a school setting could affect negatively the performance of students.

  13. Teachers' Loyalty to Their Supervisors and Organizational Commitment

    Çelebi, Nurhayat; Korumaz, Mithat

    2016-01-01

    A number of studies on teachers' organizational commitment based some findings of western context in Turkey. But some of the characteristics prove that organizational issues cannot be resulted with the terms in Western World. One of the new concepts in organizational issues for Eastern culture is loyalty to supervisor (in school context supervisor…

  14. Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies

    Hoffmann, Elizabeth A.

    2006-01-01

    This study compares workplace dispute resolution strategies (exit, voice and toleration) in matched pairs of conventional and worker-owned cooperative organizations operating in three industries--coal mining, taxicab driving and organic food distribution. Building on Hirschman's classic exit, voice and loyalty thesis, this research demonstrates…

  15. The role of consumer confidence in creating customer loyalty

    Ou, Yi-Chun; de Vries, Lisette; Wiesel, Thorsten; Verhoef, Pieter

    How can firms retain customers during recessions? To answer this question, we investigate the moderating role of consumer confidence (CC) on the effects of three types of crucial customer loyalty strategies. These strategies are value equity (VE), brand equity (BE), and relationship equity (RE),

  16. Airline loyalty (programs) across borders : A geographic discontinuity approach

    de Jong, Gerben; Behrens, Christiaan; van Ommeren, Jos

    2018-01-01

    We analyze brand loyalty advantages of national airlines in their domestic countries using geocoded data from a major international frequent flier program. We employ a geographic discontinuity design that estimates discontinuities in program activity at the national borders of the program's

  17. Intrinsic Motivation as a Mediator of Relationships Between Symptoms and Functioning Among Individuals With Schizophrenia Spectrum Disorders in a Diverse Urban Community

    Yamada, Ann-Marie; Lee, Karen K.; Dinh, Tam Q.; Barrio, Concepción; Brekke, John S.

    2010-01-01

    This study investigated intrinsic motivation as a mediator of the relationship between clinical symptoms and functioning. The mediation model was tested with a sample of 166 adults with schizophrenia spectrum disorders attending psychosocial rehabilitation programs in a diverse urban community. Ethnic minority status was examined as a moderator of the mediation model. Motivation was measured using items reflecting intrapsychic drive. Symptoms were assessed with the expanded Brief Psychiatric ...

  18. Motivational interviewing combined with chess accelerates improvement in executive functions in cocaine dependent patients: a one-month prospective study.

    Gonçalves, Priscila Dib; Ometto, Mariella; Bechara, Antoine; Malbergier, André; Amaral, Ricardo; Nicastri, Sergio; Martins, Paula A; Beraldo, Livia; dos Santos, Bernardo; Fuentes, Daniel; Andrade, Arthur G; Busatto, Geraldo F; Cunha, Paulo Jannuzzi

    2014-08-01

    In cocaine-dependent individuals, executive function (EF) deficits are associated with poor treatment outcomes. Psychological interventions and pharmacological approaches have produced only modest effect sizes. To date, studies of this topic have been few and limited. The aim of this study was to examine the effects of a new model of intervention, which integrates chess and Motivational Interviewing, Motivational Chess (MC) METHODS: We evaluated 46 cocaine-dependent inpatients (aged 18-45), in two groups-MC (n=26); and active comparison-AC (n=20). Using neuropsychological tests and an impulsivity scale, we assessed the subjects before and after the study period (one month of abstinence monitored by urine toxicology screening). The MC and AC groups did not differ at baseline. In the post-intervention assessment (after one month), both groups showed significant improvements in attention, mental flexibility, inhibitory control, abstraction abilities, and decision-making (p<0.01). In addition, the improvement in working memory was more significant in the MC group than in the AC group (group-by-time interaction, p=01). One month of abstinence was sufficient to improve various attentional and executive domains in cocaine-dependent subjects. The MC intervention was associated with greater improvements in EFs, especially working memory, suggesting that tailored interventions focusing on complex EFs accelerate the process of cognitive recovery during the initial period of abstinence. Copyright © 2014 Elsevier Ireland Ltd. All rights reserved.

  19. A physically motivated sparse cubature scheme with applications to molecular density-functional theory

    Rodriguez, Juan I; Thompson, David C; Anderson, James S M; Thomson, Jordan W; Ayers, Paul W

    2008-01-01

    We present a novel approach for performing multi-dimensional integration of arbitrary functions. The method starts with Smolyak-type sparse grids as cubature formulae on the unit cube and uses a transformation of coordinates based on the conditional distribution method to adapt those formulae to real space. Our method is tested on integrals in one, two, three and six dimensions. The three dimensional integration formulae are used to evaluate atomic interaction energies via the Gordon-Kim model. The six dimensional integration formulae are tested in conjunction with the nonlocal exchange-correlation energy functional proposed by Lee and Parr. This methodology is versatile and powerful; we contemplate application to frozen-density embedding, next-generation molecular-mechanics force fields, 'kernel-type' exchange-correlation energy functionals and pair-density functional theory

  20. The loyalty on the market of agricultural machines

    Zuzana Schwarzová

    2011-01-01

    Full Text Available The article is dealing with the market of agricultural machinery with the focus on the loyalty of agricultural subjects. In this market the brand is very important factor that can influence fundamentally the purchaser during buying a machine. Totally there are three types, the subjects that are totally not influenced by the brand mark, the subjects taking in their consideration the brand mark but just as one factor and the rest that is loyalty and buys just one brand. The main objective of this paper is to analyze the customers in this market and their loyalty to each brand. To reach the main goal there were analyzed data of agricultural subject’s facilities, perception of brand marks and their relation. The data were used from own primary marketing research and analyzed by the help of statistics methods for marketing research as a Chi-square test, Pearson product-moment correlation coefficient, Spearman’s rank correlation coefficient and testing the hypotheses. The other part of this paper was focused on the satisfaction of respondents with each brand that they own. According to the article objective there were set hypotheses for following testing that were main mean to solve the goal. The result of this paper is found loyalty for just one brand in the agricultural machinery market. For John Deere brand there was proven the loyalty – subjects perceiving the mark as the best in the market and also buying it. The results can help for our future analyses to understand factors influencing the market and analyses of each brand and how their strategy in the market is conformed to the subject perception and behavior.

  1. An Eclectic Approach to Loyalty-Promoting Instruments in Corporate Law: Revisiting Hirschman's Model of Exit, Voice, and Loyalty

    A.A. Bootsma (Bart)

    2013-01-01

    markdownabstract__Abstract__ This essay analyses the shareholder role in corporate governance in terms of Albert Hirschman's Exit, Voice, and Loyalty. The term 'exit' is embedded in a law & economics framework, while 'voice' relates to a corporate constitutional framework. The essay takes an

  2. Neurological function, information-motivation-behavioral skills factors, and risk behaviors among HIV-positive alcohol users.

    Malow, Robert M; Dévieux, Jessy G; Stein, Judith A; Rosenberg, Rhonda; Lerner, Brenda G; Attonito, Jennifer; Villalba, Karina

    2012-11-01

    The purpose of this study was to examine neurological impairment in combination with information-motivation-behavioral skills (IMB) variables. The study tests the role of IMB variables as mediators of antecedent variables of demographics, life stress, social support, and neurological impairment with outcome measures of HIV preventive and risk behaviors in a sample of HIV-positive, alcohol-using adults (n = 250) with a history of alcohol abuse/dependence. Neurological impairment was measured with the Color Trails Test (CTT). Average performance on the CTT by the sample was substantially worse than established norms. In a directional latent variable model, neurological impairment directly predicted lower transmission knowledge scores and poorer performance on an observational condom skills assessment. Greater neurological impairment was significantly associated with greater age. Future interventions geared toward HIV+ adults who use alcohol should take into consideration HIV-related and age-related neurological functioning which may impede the facilitation of safe sex behaviors.

  3. The effectiveness of loyalty rewards to promote the use of an Internet-based heart health program.

    Liu, Sam; Hodgson, Corinne; Zbib, Ahmad M; Payne, Ada Y M; Nolan, Robert P

    2014-07-02

    Internet-based health programs have been shown to be effective in reducing risk for cardiovascular disease. However, their rates of enrollment and engagement remain low. It is currently unclear whether rewards from established loyalty programs can serve as a conditioned stimulus to improve the use of a freely available Internet-based program. The objectives of the study were to (1) examine enrollment rates and levels of engagement with the My Health eSupport program between a Conditioned Reward group and a Control group, and (2) investigate the influence of loyalty rewards and participant characteristics on levels of enrollment and program engagement. The study sample (n=142,726) consisted of individuals who were offered enrollment in an Internet-based health intervention (My Health eSupport) after completing the Heart&Stroke Risk Assessment on the Heart and Stroke Foundation website. My Health eSupport programs provided encouragement and tips for lifestyle change. This is a free, self-guided, fully automated program that proactively delivers tailored email messages at 2-week intervals based on the participant's stage of motivational "readiness" and priority for lifestyle change. Participants in the Conditioned Reward group were offered a single exposure of 20 loyalty reward points from the Air Miles loyalty program for completing the Heart&Stroke Risk Assessment (10 reward points) and enrolling in the Internet-based program (10 reward points). Meanwhile, no rewards were given to the Control group participants. All data were collected between February 1, 2011 and February 10, 2012. In total, 51.38% (73,327/142,726) of individuals in the Conditioned Reward group and 48.62% (69,399/142,726) of individuals in the Control group completed the Heart&Stroke Risk Assessment. Subsequently, significantly more individuals from the Conditioned Reward group (52.96%, 38,835/73,327) enrolled in the My Health eSupport program than Controls (4.07%, 2826/69,399). Regression analyses

  4. Executive Functions and Motivation as Moderators of the Relationship Between Automatic Associations and Alcohol Use in Problem Drinkers Seeking Online Help.

    van Deursen, Denise S; Salemink, Elske; Boendermaker, Wouter J; Pronk, Thomas; Hofmann, Wilhelm; Wiers, Reinout W

    2015-09-01

    Dual process models posit that problem drinking is maintained by an imbalance between relatively strong automatic processes and weak controlled processes, a combination of executive functions and motivation. Few studies have examined how the interplay between automatic processes and executive functions is affected by motivation to change. This study examined this relationship in problem drinkers seeking online help to change their alcohol use. It was expected that executive functions (i.e., working memory, response inhibition) would moderate the relationship between automatic (valence and approach) associations and alcohol use and that this effect would be stronger in individuals with strong motivation to change. A sample of 302 problem drinkers (mean age: 51.7 years) participated in this study as part of the baseline assessment before an Internet intervention. Participants completed an online version of the brief Implicit Association Test (valence and approach associations), the self-ordered pointing task (working memory), the Stroop task (response inhibition), the Readiness to Change Questionnaire (motivation to change), and the Timeline Follow-Back Questionnaire (alcohol use). Hierarchical moderated regression analysis was used to test the 4 hypothesized 3-way interactions. As expected, the interaction between valence associations and working memory only predicted alcohol use among individuals with strong motivation. This pattern was neither found for response inhibition nor for approach associations. Results provide partial support for the moderating role of motivation in the interplay between automatic processes and executive functions. Future studies should investigate this relationship in participants with the full range of motivation and alcohol use. Copyright © 2015 by the Research Society on Alcoholism.

  5. Consumer identification with store brands: Differences between consumers according to their brand loyalty

    Natalia Rubio

    2015-04-01

    Full Text Available Retail management of store brands (SBs has focused on achieving positioning in value and creating associations of smart or expert shopping. The result is that value-conscious consumers and market mavens are the main targets of these brands. This study proposes and contrasts empirically a theoretical model of the effect of market mavenism and value consciousness on consumer identification with SBs. We also perform a multi-group analysis based on the consumer tendency to be loyal to the brands he or she buys. Consumers who are loyal to brands are very attractive segments for firms, due to the potential benefits these consumers represent in the long term, whereas consumers with little loyalty to brands can be an attractive segment for potential benefits in the short term. The results obtained in this study show differences between these two groups. For consumers who are loyal to brands, the results stress strong identification with the SB among the most value-conscious consumers, due fundamentally to their greater disagreement with the greater functional risk of these brands as compared to manufacturer brands and due to their greater conviction of the better price-quality ratio of SBs. In consumers with little brand loyalty, we find identification with the SB among the consumers with the greatest market mavenism, as a result of their greater perception of smart or expert shopping for these brands. Significant implications for management are derived from this study.

  6. Towards a three-component model of fan loyalty: a case study of Chinese youth.

    Zhang, Xiao-xiao; Liu, Li; Zhao, Xian; Zheng, Jian; Yang, Meng; Zhang, Ji-qi

    2015-01-01

    The term "fan loyalty" refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method of in-depth interviews with 16 young Chinese people aged between 19 and 25 years who currently or once were pop fans. The results indicated that fan loyalty entails three components: involvement, satisfaction, and affiliation. These three components regulate the process of fan loyalty development, which can be divided into four stages: inception, upgrade, zenith, and decline. This model provides a conceptual explanation of why and how young Chinese fans are loyal to their favorite stars. The implications of the findings are discussed.

  7. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    Tanveer ASLAM

    2015-05-01

    Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

  8. Organizational Loyalty and Organizational Commitment: An Analysis in Terms of Political Party Organizations

    Akyay Uygur

    2010-12-01

    Full Text Available Sense of belonging is a psychological condition in which loyalties are divided into two. Organizational commitment, the value of the individual within the organization to accept and hear the desire to remain in the organization as it is defined. Identify a specific individual's loyalty to the organizational integration organizations, in the form of sincere commitment and dedication has been defined. This study aimed to determine the level of organizational loyalty to Turkey's third largest political party (AKP, CHP, MHP, feeling of belonging to the organization aims to determine the level of loyalty of the individual. Organizational loyalty created in accordance with this scale in city information was collected from 674 people. Accordingly, the highest level of organizational loyalty to the party MHP, the second CHP and third place in the AKP has emerged.

  9. Towards a three-component model of fan loyalty: a case study of Chinese youth.

    Xiao-xiao Zhang

    Full Text Available The term "fan loyalty" refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method of in-depth interviews with 16 young Chinese people aged between 19 and 25 years who currently or once were pop fans. The results indicated that fan loyalty entails three components: involvement, satisfaction, and affiliation. These three components regulate the process of fan loyalty development, which can be divided into four stages: inception, upgrade, zenith, and decline. This model provides a conceptual explanation of why and how young Chinese fans are loyal to their favorite stars. The implications of the findings are discussed.

  10. For soldier and state: dual loyalty and World War One.

    van Bergen, Leo

    2012-01-01

    Military medicine has always been characterized by some form of dual loyalty: physicians have to consider the interests of the individual soldier--patient as well as the interests of the state and the military in general. The way in which each individual doctor responds to this dual loyalty has mostly been viewed as a product of war circumstances on the one hand, and the personal character and/or religious and ideological beliefs of the physician on the other. Taking World War One as an example, this article argues that the nature of the illness or wound also had a part to play in this. The article shows that the disfigured were looked upon mainly in relation to the patient's own interests; the invalided-out through a combination of the patient's as well as the state's interests; and the neurotic mainly out of concern for the interests of the state.

  11. Internal marketing and the antecedents of nurse satisfaction and loyalty.

    Peltier, James W; Pointer, Lucille; Schibrowsky, John A

    2008-01-01

    Employee satisfaction and retention are critical issues that influence the success of any organization. Yet, one of the most critical problems facing the worldwide health care industry is the shortage of qualified nurses. Recent calls have been made within the traditional nursing literature for research that utilizes marketing and business models to better understand nurse satisfaction and retention. The purpose of this study is to develop scales that can be used to empirically test a model of the proposed antecedents of nurse job satisfaction and loyalty which have been used widely in the internal marketing and the relationship-marketing literature. Specifically, the study will investigate the degree to which structural bonding, social bonding, financial bonding activities, and quality of care impact how well nurses are satisfied with their job and their commitment to the organization. The results show that quality of care most impacted nurse satisfaction and loyalty, followed by structural, social, and financial bonds.

  12. How to strengthen customer loyalty, using customer segmentation?

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  13. An empirical investigation on factors influencing on brand loyalty

    Naser Azad

    2013-07-01

    Full Text Available Building a competitive brand is a key success specially in banking industry. This paper presents a study to investigate important factors influencing brand loyalty among special customers in one of biggest Iranian banks in Iran. The study designs a questionnaire and distributes it among 249 regular customers who are special customers in various banks in city of Tehran, Iran. The study uses structural equation modeling to find important factors and they are ranked using TOPSIS method. In our study, Cronbach alpha has been calculated as 0.815 and there are eight influencing factors including flexibility in offering various services, building good relationship with customers, technology and processes, customers’ experiences, brand identity in continuous advertisement, organization size, customer perception on reputation of brand and customers’ tendency to build better brand loyalty. In our survey, flexibility in offering various services received the highest rank followed by building good relationship with customers.

  14. Investigating the effect of different green marketing on brand loyalty

    Naser Azad

    2013-10-01

    Full Text Available Green marketing plays important role on developing different business plans without harming environment. Green marketing may also help us find more loyal customers since many people do care about taking care of environment and prefer purchasing only green products and services. In this paper, we present an empirical investigation to find the effect of different green strategies on brand loyalty. The proposed study designs a questionnaire and distributes it among 384 randomly selected people who purchase various brands in city of Tehran, Iran. The gathered data are analyzed using structural equation modeling and the results indicate that different green marketing strategies including green pricing, green promotion, green distribution positively influence brand loyalty.

  15. Product bundling as a customer loyalty strategy; Kundenbindung durch Produktbuendel

    Wolf, H.G. [Arthur Andersen Business Consulting GmbH, Duesseldorf (Germany)

    2000-12-01

    In the deregulated market in electricity, all marketers and energy-related service providers are competing not only for new customers, but also for customer loyalty. The article sets out concepts and strategies developed by a business consulting firm, for maintaing or enhancing customer loyalty in the end-use market segment, focusing on customized product bundling. A four-tier approach for product bundle development and implementation is discussed. (orig./CB) [German] Fuer Energieversorger und -dienstleister ergibt sich neben der Neukundengewinnung der strategische Zwang zur Bindung bestehender Kunden. An praktischen Ansaetzen fuer Privatkunden stehen neben Value-Added-Services und Incentives (Kundenclub, -karte) nicht zuletzt Produktbuendel (Bundles) zur Verfuegung. Zur erfolgreichen Entwicklung und Implementierung von Produktbuendeln wird ein vierphasiges Vorgehensmodell erlaeutert. (orig./CB)

  16. The effects of service brand dimensions on brand loyalty

    Krystallis Krontalis, Athanasios; Chrysochou, Polymeros

    2014-01-01

    influences consumer satisfaction, attitude and behavioural loyalty towards service brands were confirmed. Moreover, contrary to previous findings, controlled communication elements (i.e. advertising and promotions) did not have any influence on customer satisfaction with service brands. However, the same......The present paper uses a modified version of the Service Brand Verdict (SBV) model. The objective of the study is to incorporate service brand loyalty as an ultimate dependent measure seen as the outcome of consumers’ evaluation of various service brand dimensions and communication, and test...... the generalizability of the modified SBV model in two different service sectors and cultural settings. Two studies using on-line survey data were conducted in Denmark and Norway in two different service industries (airlines and banks respectively). Previous findings suggesting that brand evidence significantly...

  17. Effect of Advertising on the Brand Loyalty of Cosmetic Products among College Students

    Ababio, Abraham Gyamfi; Yamoah, Emmanuel Erastus

    2016-01-01

    This study explored the relationship between advertising and brand loyalty of cosmetic products. The multinomial logit model was used to ascertain the effect of advertising on different loyalty profiles for cosmetic products among college students. Based on a survey of 200 Ghanaian students drawn randomly, findings indicated that advertising plays no significant role on college students’ loyalty for cosmetic products. It can be argued, however, that the most promiscuous buyer is more amenable...

  18. Make a customer, not a sale : A study on customer's perception of loyalty programs

    Anderson, Louise

    2013-01-01

    The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to in...

  19. Analysing Factors That Drives Customer Loyalty Of Shoes Laundry Quickcares Manado

    Mawa, Maria; Tumbuan, Willem J.F.Alfa; Tielung, Maria V.J

    2017-01-01

    This research is to analyzing what are the factors that drive customer loyalty of shoe laundry Quickcares Manado. Shoe Laundry is the services that offer to clean and taking care shoe, Customer Loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services. It is important to know factors that drive customer Loyalty in business, in order to guarantee business continuity and...

  20. Effects of Website Interactivity on e-Loyalty: A Social Exchange Perspective

    Wen-Jang Jih; Su-Fang Lee; Yuan-Cheng Tsai

    2010-01-01

    This study examines the impact of major considerations of commercial website design and management, website interactivity, the important performance factor, and customer loyalty. Meaningful interactions with existing and potential customers allow e-commerce firms to enhance customer loyalty by providing satisfactory customer experience. Customer loyalty is a composite construct, yet consists of multiple dimensions that do not necessarily contribute to repeat purchase in the same manner. Guide...

  1. Influence of Brand Loyalty on Fast Food Industry - Consumer buying behavior of India.

    Tandon, Manav

    2012-01-01

    The purpose of this research is to examine how consumers are influenced by factors of brand loyalty towards fast food brands. The research was conducted in Delhi with Indian consumers. People who filled the questionnaire are adults who are working or are looking for job. This research was adopted based on seven factor of brand loyalty. The seven factors of brand loyalty are brand name, product quality, price, style, promotion, and service quality and restaurant environment. Brand name has sho...

  2. The Effect of Store Brand Image and Service Quality Towards Customer Loyalty at Freshmart Superstore Manado

    Tumiwa, Johan; Lapian, S. L. H. V. Joyce; Kumowal, Rivo Christian

    2016-01-01

    Customer loyalty has been recognized as the dominant factor in a superstore€™s success. The customer loyalty subject has become of increased interest to most superstore in the competitive situation over the last few years. Store brand image and service quality describes what customers are looking for that is likely to be advantageous to the Superstore. The objectives of this research are to analyze the effect of store brand image, and service quality towards consumer loyalty, simultaneously a...

  3. The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

    Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

    2013-01-01

    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

  4. The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

    Ryan Kurniawan; Sucherly; Surachman

    2015-01-01

    Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Ind...

  5. IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR

    Mukhiddin Jumaev; Prof. Dr. Dileep Kumar. M.; Jalal R. M. Hanaysha

    2012-01-01

    The purpose of this study is to discuss the impact of customer loyalty in banking sector. The customer loyalty in banking has seen a major concern to practitioners due to severe competition and higher customer expectations. Further to that, one way to enhance customer loyalty in banking is by focusing on offering excellent services and meeting the needs of customer. Banks need to have a good understanding of their customer behaviour so that appropriate marketing strategies directed towards re...

  6. A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment

    Wasib B Latif; Md. Aminul Islam; Idris Bin Mohd Noor

    2014-01-01

    Building brand loyalty in a competitive market can play an efficient role in the modern marketing environment. It is now widely acknowledged by companies and business enterprises that strong brand loyalty will make a competitive advantage in the marketplace that will increase their overall knowledge with experiences and trustworthiness. Indeed, recent trends in modern marketing have changed tremendously, and study of brand loyalty is increasingly becoming essential to keep pace with this chan...

  7. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    Kartika Puspitasari Adiningsih; Rita Nurmalina; MD. Djamaludin

    2015-01-01

    The objectives of this study were to: 1) identify the characteristics of the customers of Restaurant Nasi Bebek Ginyo, 2) to analyze factors influencing customer satisfaction and loyalty, and 3) to analyze the level of customer satisfaction and loyalty. Descriptive Analysis, Structural Equation Modelling (SEM), Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) were used to analyze the data. The results of the study showed that tangible, reliability, food quality, and perceive...

  8. Investigating the Customer Loyalty Model in the Chain Stores of Iran

    Ali Sanayei; Alireza Haddadian; Amirhossein Bagherieh

    2015-01-01

    The purpose of this paper is to investigate customer loyalty model for the chain stores of Iran according to factors include perceived value, customer satisfaction, perceived quality, store image, customer relationship, perceived equity, trust and store atmosphere as preconditions of loyalty and brand preference, repurchase intention, word of mouth referral and expected switching cost as consequences of customer loyalty. This study is applied research and descriptive - correlation in terms of...

  9. E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand

    Hassan, Siti Hasnah; Thurasamy, T. Ramayah; Loi, Wai Yee

    2017-01-01

    This paper aims at assessing the relationship between e-lifestyle, customer satisfaction, and loyalty among mobile service subscribers in Thailand. The results reveal that e-lifestyle has a substantial effect on customer satisfaction. Subsequently, customer satisfaction affects strongly on consumer loyalty towards telecommunication service providers. Moreover, customer satisfaction mediates the relationship between e-lifestyle and consumer loyalty. The study concludes that e-lifestyle has to ...

  10. The influences of psychological sense of brand community on mobile game loyalty: a case study research

    Duong, Kim

    2017-01-01

    This thesis contributes to Carlson et al.’s (2008) findings on a brand-based community and its psychological aspects. The research aimed to investigate the influences of psychological sense of brand community (PSBC) on mobile game loyalty. Particularly, it attempted to, first, look at sense of brand community from the social identity viewpoint, and second, explore the influence of PSBC on game loyalty as well as the role PSBC plays in the satisfaction–loyalty relationship. The relevant studie...

  11. How to Promote Customer Loyalty of Chinese Mobile Telecom Operator : Case Study of China Mobile

    Hao, Yi; Yuan, Xiaoqin; Zhang, Weiqing

    2009-01-01

    Customer loyalty has been investigated in years, and its importance to corporate is understood by managers. The purpose of this paper is to find out what kinds of specific and concrete operational factors have an important impact on Chinese mobile telecom customer loyalty. Firstly, a model was established to represent the relationship between customer loyalty and its influencing factors (customer satisfaction, perceived quality, customer value, switching cost and corporate image). 11 specific...

  12. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  13. Service loyalty : the effects of service quality and the mediating role of customer satisfaction

    Caruana, Albert

    2002-01-01

    Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

  14. A Marketer's Point of Views: Strategy of Developing and Reinforcing Brand Loyalty in the 1990's

    Hidayat, Anas

    2005-01-01

    The rapid change in competition and technology results in decrease in brand loyalty and business decline. This means that keeping customer loyalty is a very challenging effort today because brand loyalty is very important to acquire, maintain, and develop market share. To keep customer loyal to a certain brand or to keep a brand valuable in front of the customers’ eye, marketer must be able to reduce marketing cost, to maintain trade leverage, to attract new customers, and to provide time to ...

  15. The Effect of Innovation Factors to Customer Loyalty by Structural Equation Model

    M. Dachyar; Fatkhurrohman

    2011-01-01

    Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors to customer loyalty to GSM in the telecom companies where use of products and s...

  16. Effects of Deceptive Advertising on Consumer Loyalty in Telecommunication Industry of Pakistan

    Hasan, Syed Akif; Subhani, Muhammad Imtiaz

    2011-01-01

    This study is an attempt to interrogate the effects of deceptive advertising on consumer loyalty in telecommunication industry of Pakistan. Four variables, Call Charges (CC), Network Coverage (NC), Network Quality (NQ) and Customer Service (CS) were used to measure deception in Telecom Ads and then its effect on consumer loyalty while the consumer preference is used as the proxy of consumer loyalty. 10,000 random individuals from telecom industry were selected to conclude the results. Testing...

  17. An Assessment of Mobile Device Internet Services on Customer Perceived Value and Loyalty

    Tai, Wern Shin Valerie

    2009-01-01

    The objective of this study is to explore the effect of a complementary mobile and internet service offering around mobile devices on customer perceived value and consumer loyalty, as well as investigate if perceived value can predict consumer loyalty. Gender differences were also explored in both perceived value and loyalty. The study built on a review of existing literature in order to establish the constructs explored and develop the research structure and focus. A consumer study w...

  18. Identifying The Factors That Influence Retail Customer Loyalty And Capitalising Them

    Michael Colin Cant; Michael du Toit

    2012-01-01

    Much has been said about loyalty and the advantages that a loyal customer base offers to an organisation and more specifically to retail customers. With more than 2 billion loyalty programme memberships including hotel, supermarket, airline and financial services in the United States alone it is clear that loyalty programmes are an essential part of the marketing plan and strategy of retail organisations a road to survival, growth and profits. This study focussed on one particular clothing r...

  19. Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

    Santoso, Ivandy

    2015-01-01

    Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

  20. Understanding the nature of the value-satisfaction-loyalty chain concerning asymmetry and nonlinearity

    Van Camp, Koen

    2015-01-01

    Value still resides at the heart of the marketing place. Companies creating superior value will achieve higher satisfaction among their customers leading to higher loyalty and profits. The different relationships in the customer value-satisfaction-loyalty chain are therefore of utmost importance. Most companies, assume that the relationships between customer value, customer satisfaction and customer loyalty are simple symmetric, linear ones. The question remains, if this assumption is always ...

  1. The Impact of Marketing Mix (4p's) on Customer Loyalty Towards Toyota Avanza

    Harsono, Rendy

    2016-01-01

    With the tight competition in the automotive industry, customer loyalty has become the key for success. However, customer loyalty is not always easy to earn. With this in mind, the research is established with the goal to analyze the impact of 4P's of Marketing Mix towards customer loyalty on Toyota Avanza.Using questionnaires as data gathering instrument with simple random sampling, 124 respondents were gathered from people around Surabaya, who has bought and ride Toyota Avanza. The data obt...

  2. THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

    Mohamad Dimyati,

    2015-01-01

    This study aims to test the effect of a) marketing communication on customer satisfaction; b) marketing communication on customer loyalty; c) customer satisfaction on customer loyalty; and d) to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the ...

  3. A new "loyalty rewards" program in health care customer relationships.

    Macstravic, Scott

    2006-01-01

    "Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved.

  4. Corporate traveler centered development of a loyalty programme

    Keskiväli, Mika

    2015-01-01

    This thesis is a qualitative case study that examined how the airline corporate sales client company employee (known as business traveler) engagement could be developed by the customer co-creation methods in the loyalty programme perspective. The thesis is using the service marketing theory and the service- and customer-dominant logics as the base in understanding the service development and the customer-centric approach. The business-to-business and the relationship marketing theories are in...

  5. Impact of entrepreneurial education on consumer loyalty in tourism industry

    Petrović Pero; Dželetović Milenko

    2016-01-01

    Each educational activity in tourism is a vital tool of development. In most industries during the late 20th and early 21st century, the growing intensity of competition and dynamic development, has led to changes in the objectives of doing business, and this is especially true for the tourism industry. In the past, the focus was on attracting new customers, while marketing strategies now focus on retaining existing customers and winning their loyalty. The main reason for this new approach is...

  6. Preconditions of forming of loyalty management model in pharmaceutical institution

    O. O. Molodozhonova

    2013-04-01

    Full Text Available The first stage of the mechanism for implementing of two-level model of efficient management of loyalty was justified. It is based on the fundamental value systems of the formation of consumer commitment and institutional commitment of pharmaceutical professionals. The stage involves recruitment, selection and adaptation period for pharmaceutical professionals and pre-use of axiological questioning of consumers of pharmaceutic goods.

  7. CUSTOMER SATISFACTION AND LOYALTY IN A FINANCIAL INSTITUTION

    Mankem, Relindis

    2017-01-01

    The purpose of this thesis is to examine the correlations between customer satisfaction and customer loyalty. “Customers became a center for all banking activities due to increased competition for greater market share. Focusing on customer satisfaction has been the key to increasing service quality according to customers’ expectations in the banking sector,” suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands. There...

  8. Marketing planning and digital customer loyalty data in small business

    Donnelly, Christina; Simmons, Geoff; Armstrong, Gillian; Fearne, Andrew

    2012-01-01

    Purpose – Retailer loyalty card marketing intelligence presents actual customer purchasing preferences, competitor activities and performance. Typically, extant literature implies that larger firms with formal marketing planning approaches will be more able to leverage it, structured as it is within a formalized statistical format. Small business literature on the other hand emphasizes their more informal approach to marketing planning. The purpose of this paper is to consider, for the first ...

  9. Antecedents to website satisfaction, loyalty, and word-of-mouth

    Coker, Brent

    2013-01-01

    Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, although several attempts have been made to develop models to measure quality of website experience, no-one has sought to develop an instrument short enough to be of practical use as a quick customer satisfaction feedback form. In...

  10. Satisfaction as a Determinant of Customer Loyalty Towards Mobile Communication

    Boban Melovic

    2014-01-01

    Full Text Available Modern business, characterized by growing user expectations and intense competitive relationships requires companies to survey customer satisfaction in a continuous manner. Customer satisfaction increases loyalty, fosters repurchase intention, enhances positive reaction and reduces the number of complaints. Customer satisfaction survey on regular basis is one of the prerequisites for creating adequate offer that meets customers’ expectations and ensures their long-term loyalty. Namely, loyalty as a long-term preference for the company’s products and services assumes customer who is willing and able to maintain interact with the brand offered by the company. Essentially, brand loyalty implies that the customer, based on the information and his beliefs, prefers the brand that is superior to the others. The main objective of this paper is to examine the level of customer satisfaction with specific aspects of services provided by mobile operators in the Montenegrin mobile communications market. Customer satisfaction with specific aspects of services available in the mobile communications market in Montenegro has been surveyed in 2013. This survey covered 788 respondents, and their levels of satisfaction have been examined using the survey method along with the statistical analysis of a number of variables. The first part of questionnaire consisted of questions aimed at collecting data on demographic characteristics of respondents, i.e. users of services of mobile operators, while the second part consisted of questions related to the basic research subject, i.e. the levels of customer satisfaction with the mobile communications services provided by mobile operators in Montenegro.The presented research method and recommendations provided in relation to the process of surveying customer satisfaction in terms of methodology may be important also for mobile operators operating beyond the Montenegrin market, enabling them to raise the quality of their

  11. Advancing research on loyalty programs: a future research agenda

    Breugelmans, Els; Bijmolt, Tammo H. A.; Zhang, Jie; Basso, Leonardo J.; Dorotic, Matilda; Kopalle, Praveen; Minnema, Alec; Mijnlieff, Willem Jan; Wünderlich, Nancy V.

    2015-01-01

    This is the authors’ accepted and refereed manuscript to the article Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is...

  12. Sustainable packaging : A study of consumers' loyalty and behavior

    van Huynh, Fredrik; Gonzalez, Aaron; Yousef, Waseem

    2009-01-01

      The ecological consumer has been a significant and central character in the development of green marketing. In an effort to enhance brand equity and increase consumers’ loyalty, companies are relying on environmental claims. From advances in processes, to product design and packaging materials that diminish waste, companies are more and more emphasizing on sustainability. The findings of previous research aiming to link purchasing and environmental concerns to socio-demographic factors have...

  13. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    Sumarto, Sumarto

    2007-01-01

    In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

  14. The Impact of Internal Marketing on Customer Satisfaction and Loyalty

    Mohammad Reza Moghadam; Mahmood Nouraei; Abd-Al-Rasoul Torabi

    2016-01-01

    This research is trying to determine the impact of internal marketing on customer satisfaction and loyalty in Global Distribution of Bunny Chow of Qazvin Branch. The research type was applied research in terms of goal and descriptive-survey research in terms of nature. Sampling methods were census type for staffs and available non- probability for customers. It was used questionnaire to collect data. It was used Cronbach's Alpha to assess reliability of questionnaire. To test questions of...

  15. National car and customer loyalty: the Malaysian perspective

    Md Isa, Mohd Azwardi

    2017-01-01

    The ASEAN Free Trade Agreement has facilitated the entrance of foreign cars into Malaysia’s passenger car market and consequently imported cars are posing a serious threat to domestic automotive companies. This can be seen by decreasing sales figures and the deteriorating market share for the Proton and Perodua (companies partly-owned by government). Driven by this situation, this study examines customer satisfaction and loyalty for the consumers who have purchased these cars. ...

  16. The Customer Loyalty of Patas Purwakarta Train Service Users

    Riyaldi, Muhamad Sapta; Amrizal, Amrizal; Silalahi, Tiur Merry Bunga

    2016-01-01

    The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Custome...

  17. Army Combat Medic Resilience: The Process of Forging Loyalty.

    Abraham, Preetha A; Russell, Dale W; Huffman, Sarah; Deuster, Patricia; Gibbons, Susanne W

    2018-03-01

    This study presents a grounded theory analysis of in-depth interviews of United States Army Combat Medics (CMs) who had served in Iraq and/or Afghanistan. The study explores how 17 CMs nominated by their peers as resilient cope with military stressors in order to identify the factors that enable them to thrive amidst harsh conditions. Four distinct categories of characteristics unique to this group emerged: (1) social bonding, (2) readiness, (3) dual loyalty as performance, and (4) leader by example. Forging loyalty underpins these characteristics and represents the main process used by resilient CMs and comprised three behavior patterns: (1) commitment to the family, (2) commitment to the military mission, and (3) commitment to their guiding religious and spiritual beliefs. Prominent behavioral tendencies of forging loyalty likely developed during childhood and re-enforced by families, friends, and other role models. Based on the findings, new training and education efforts should focus on developing positive emotional, environmental, and social resources to enhance the health and well-being of service members and their families.

  18. Stick with your group: young children's attitudes about group loyalty.

    Misch, Antonia; Over, Harriet; Carpenter, Malinda

    2014-10-01

    For adults, loyalty to the group is highly valued, yet little is known about how children evaluate loyalty. We investigated children's attitudes about loyalty in a third-party context. In the first experiment, 4- and 5-year-olds watched a video of two groups competing. Two members of the losing group then spoke. The disloyal individual said she wanted to win and therefore would join the other group. The loyal individual said she also wanted to win but would stay with her group. Children were then asked five forced-choice questions about these two individuals' niceness, trustworthiness, morality, and deservingness of a reward. The 5-year-olds preferred the loyal person across all questions; results for the 4-year-olds were considerably weaker but in the same direction. The second experiment investigated the direction of the effect in 5-year-olds. In this experiment, children answered questions about either a loyal individual, a disloyal individual, or a neutral individual. Children rated both the loyal and neutral individuals more positively than the disloyal individual across a number of measures. Thus, whereas disloyal behavior is evaluated unfavorably by children, loyal behavior is the expected norm. These results suggest that, at least from 5 years of age, children understand that belonging to a group entails certain commitments. This marks an important step in their own ability to negotiate belonging and become trustworthy and reliable members of their social groups. Copyright © 2014 Elsevier Inc. All rights reserved.

  19. LINKING EXPERIENTIAL VALUE TO LOYALTY IN SMARTPHONE INDUSTRY

    Nuri Wulandari

    2016-12-01

    Full Text Available The smartphone industry has grown tremendously in the past years across the world, especially in Asia. The competition between smartphone brand players has been intense and involving sophisticated marketing techniques. Despite of the widespread practice of experiential marketing to market smartphones, little research has been undertaken to investigate whether this practice generate experiential value in the perception of smartphone customers. If the value is evident, the question remains whether it leads to satisfaction and loyalty of smartphone brand. This study tries to investigate whether the practice of experiential marketing drives experiential value, and whether experiential value has a direct effect to loyalty or indirectly through satisfaction. The methodology involved a survey investigating 255 responses from smartphone device user in Indonesian market. The result provides useful findings for marketers as well as supporting the direct and indirect relationship between experiential value and loyalty. The suggestion highlight feel experience as one of the driver factors of experience. Limitation and future research suggestions are explained.

  20. The effects of online shopping on the customer loyalty

    Hamideh Afrashteh

    2014-09-01

    Full Text Available This paper investigates the use of Online Shopping as one of electronic marketing techniques as well as the effect of applying this shopping method and marketing on customer loyalty in Iran. The variables are extracted according to the review of literature and studies conducted in the field of shopping through cyberspace. A questionnaire is designed by applying these variables and distributed among a sample of service providers and users after testing its reliability and validity. Performing the statistical tests on the results of investigation led to the identification of effective factors. In addition, another questionnaire is distributed according to the obtained components in order to achieve a structural model for the impact of components on the customer loyalty. The structural equation modeling (SEM is designed to learn the impact of obtained components on customer loyalty as a basis influencing on the survival of business space using SEM method. The study identified different components affected by utilization of online shopping websites including comprehensive information system, system development, choice power, viability and system optimization.

  1. A model of customer loyalty in the retail banking market

    Hadi Hajiyan

    2016-04-01

    Full Text Available During the past two decades, there has been growing trend in Iranian banking industry due to change in banking regulations. Private sector has grown rapidly and there have been several new banks on the market, which has created very competitive market. Therefore, customer loyalty is the key factor for running a successful banking business and customer relationship management (CRM appears to be important for the success in this industry. The primary objective of this paper is to investigate the relationship between CRM and customer loyalty in one of the oldest Iranian banks named Bank Melli Iran. The proposed study prepares a questionnaire in Likert scale and distributes it among some regular customers of this bank. The preliminary results of this survey have indicated that consumer’s gender, age and educational background had no meaningful impact on quality of services. In other words, people with different personal characteristics expect the same quality of services from banking industry and there is a positive and meaningful relationship between quality of services and customer loyalty.

  2. How Is Frustration Related to Online Gamer Loyalty? A Synthesis of Multiple Theories.

    Huang, Han-Chung; Liao, Gen-Yih; Chiu, Kay-Ling; Teng, Ching-I

    2017-11-01

    Online games can frustrate their gamers, but little was known about how such frustration impacts gamer loyalty. Because novice and experienced gamers may respond differently to frustration, this study investigates how gamers' frustration influences their loyalty and how this influence may differ between novice and experienced gamers. Because of the complexity of this issue, multiple theories were synthesized to develop the theoretical model. This study collected responses from 558 online gamers. Findings indicate that frustration is positively related to novice gamers' participation in task teams, and subsequently their loyalty. However, frustration is negatively related to the self-efficacy of experienced gamers and to their loyalty.

  3. The influence of customer loyalty on small island economies: an empirical and exploratory study

    Ozuem, Wilson; Thomas, Tara; Lancaster, Geoff

    2016-01-01

    There is growing consensus that companies’ long-term success is reliant on building\\ud and sustaining strong customer relationships. This study explores the antecedents of\\ud loyalty in business to business (B2Bs) using Guernsey’s telecommunication industry as\\ud a case study. It examines how these influence customer loyalty orientation and factors\\ud that help service providers improve loyalty rates. Extant literature pays little attention\\ud to the antecedents of loyalty in small island eco...

  4. A RELIABILITY TEST USED FOR THE DEVELOPMENT OF A LOYALTY SCALE

    Florin-Alexandru LUCA

    2017-06-01

    Full Text Available The development of a loyalty model involves the construction of a proper research instrument. For the loyalty model of the clients for financial services, the pre-testing of the research questionnaire represents a significant stage. This article presents the methodology used in this stage for testing the reliability of a loyalty scale. Firstly, this implies choosing the appropriate scales for each variable included in the suggested research model. Secondly, the internal consistency for each of these scales is measured as an indicator of their reliability. The reliability analysis described represents an essential stage in building a measurement instrument for a loyalty model.

  5. Consumer Loyalty and Loyalty Programs: a topographic examination of the scientific literature using bibliometrics, spatial statistics and network analyses

    Viviane Moura Rocha

    2015-04-01

    Full Text Available This paper presents a topographic analysis of the fields of consumer loyalty and loyalty programs, vastly studied in the last decades and still relevant in the marketing literature. After the identification of 250 scientific papers that were published in the last ten years in indexed journals, a subset of 76 were chosen and their 3223 references were extracted. The journals in which these papers were published, their key words, abstracts, authors, institutions of origin and citation patterns were identified and analyzed using bibliometrics, spatial statistics techniques and network analyses. The results allow the identification of the central components of the field, as well as its main authors, journals, institutions and countries that intermediate the diffusion of knowledge, which contributes to the understanding of the constitution of the field by researchers and students.

  6. Measuring motivation in schizophrenia: Is a general state of motivation necessary for task-specific motivation?

    Choi, Jimmy; Choi, Kee-Hong; Reddy, Felice; Fiszdon, Joanna M.

    2014-01-01

    Despite the important role of motivation in rehabilitation and functional outcomes in schizophrenia, to date, there has been little emphasis on how motivation is assessed. This is important, since different measures may tap potentially discrete motivational constructs, which in turn may have very different associations to important outcomes. In the current study, we used baseline data from 71 schizophrenia spectrum outpatients enrolled in a rehabilitation program to examine the relationship between task-specific motivation, as measured by the Intrinsic Motivation Inventory (IMI), and a more general state of volition/initiation, as measured by the three item Quality of Life (QLS) motivation index. We also examined the relationship of these motivation measures to demographic, clinical and functional variables relevant to rehabilitation outcomes. The two motivation measures were not correlated, and participants with low general state motivation exhibited a full range of task-specific motivation. Only the QLS motivation index correlated with variables relevant to rehabilitation outcomes. The lack of associations between QLS motivation index and IMI subscales suggests that constructs tapped by these measures may be divergent in schizophrenia, and specifically that task-specific intrinsic motivation is not contingent on a general state of motivation. That is, even in individuals with a general low motivational state (i.e. amotivation), interventions aimed at increasing task-specific motivation may still be effective. Moreover, the pattern of interrelationships between the QLS motivation index and variables relevant to psychosocial rehabilitation supports its use in treatment outcome studies. PMID:24529609

  7. Relationship Drivers in Provider - Consumer Relationships. Empirical Studies of Customer Loyalty Programs (första upplagan slutsåld / first edition sold out, 'print on demand' 60 €)

    Arantola, Heli

    2003-01-01

    The study addressed a phenomenon that has become common marketing practice, customer loyalty programs. Although a common type of consumer relationship, there is limited knowledge of its nature. The purpose of the study was to create structured understanding of the nature of customer relationships from both the provider’s and the consumer’s viewpoints by studying relationship drivers and proposing the concept of relational motivation as a provider of a common framework for the analysis of thes...

  8. Employees' motivation and emloyees' benefits

    Nedzelská, Eva

    2014-01-01

    The subject of this bachelor thesis is analysing methods how to stimulate and motivate employees. The theoretical part of the thesis deals with the concept of motivation, concepts close to motivation and selected existing theories of motivation. It also deals with employee benefits, function, division and benefits which are frequently offered to employees. The practical part of the thesis, mainly based on written and online questionnaires, concentrates on motivation of employees at Nedcon Boh...

  9. Are Tesco customers exhibiting a more social type of loyalty towards Tesco and Tesco Clubcard? A critical analysis of the nature and type of Tesco customer loyalty to Tesco in Dundee.

    Turner, Jason James

    2012-01-01

    The aims of the thesis are two-fold. The first aim is to evaluate the antecedents which influence loyalty to Tesco and Tesco Clubcard, contending that customer loyalty is influenced by factors of both a social and marketing nature. The second aim is to assess the nature and type of loyalty exhibited by Tesco customers towards Tesco and Tesco Clubcard. These two aims derive from the research question ‘What are the antecedents of loyalty exhibited by Tesco customers towards Tesco...

  10. CUSTOMER LOYALTY IN THE SMALL MEDIUM SIZED RETAIL JEWELLERY FIRMS WHAT EXTENT DOES LOYALTY SCHEMES HAVE AN IMPACT ON REPEAT PATRONAGE? WHAT OTHER FACTORS CAUSE REPEAT PATRONAGE?: A DYADIC EXPLORATION

    DALAL, AVANI

    2006-01-01

    ABSTRACT This study looks at the post-purchase evaluation stage of consumers and what causes loyalty. The industry under investigation is Small Medium Sized Jewellery Retailers. The purpose of this study is to develop a deeper understanding of how customer loyalty is developed. To reach this aim the study focuses on the impact of loyalty schemes on repeat patronage. This paper aims to contribute to the existing literature on repeat patronage and factors that lead to customer loyalty. A wi...

  11. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community†pada PT Indosat Tbk. Kantor Cabang Malang)

    Hesti Kartika Sari

    2013-01-01

    Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This progr...

  12. Efektivitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang)

    Sari, Hesti Kartika

    2009-01-01

    The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be...

  13. Collectors on illicit collecting: Higher loyalties and other techniques of neutralization in the unlawful collecting of rare and precious orchids and antiquities.

    Mackenzie, Simon; Yates, Donna

    2016-08-01

    Trafficking natural objects and trafficking cultural objects have been treated separately both in regulatory policy and in criminological discussion. The former is generally taken to be 'wildlife crime' while the latter has come to be considered under the auspices of a debate on 'illicit art and antiquities'. In this article we study the narrative discourse of high-end collectors of orchids and antiquities. The illicit parts of these global trades are subject to this analytical divide between wildlife trafficking and art trafficking, and this has resulted in quite different regulatory structures for each of these markets. However, the trafficking routines, the types and levels of harm involved, and the supply-demand dynamics in the trafficking of orchids and antiquities are actually quite similar, and in this study we find those structural similarities reflected in substantial common ground in the way collectors talk about their role in each market. Collectors of rare and precious orchids and antiquities valorize their participation in markets that are known to be in quite considerable degree illicit, appealing to 'higher loyalties' such as preservation, appreciation of aesthetic beauty and cultural edification. These higher loyalties, along with other techniques of neutralization, deplete the force of law as a guide to appropriate action. We propose that the appeal to higher loyalties is difficult to categorize as a technique of neutralization in this study as it appears to be a motivational explanation for the collectors involved. The other classic techniques of neutralization are deflective, guilt and critique reducing narrative mechanisms, while higher loyalties drives illicit behaviour in collecting markets for orchids and antiquities in ways that go significantly beyond the normal definition of neutralization.

  14. Survey the Role of Brand in Formation of Customer Loyalty in Financial Services Marketing by the Approach of Small Firms

    Gholamreza Jandaghi; Alireza Amini; Parvaneh Pirani; Zahra Amini; Hasan Kharazi

    2011-01-01

    One of elements which have received considerable attention in relationship marketing is customer loyalty. Brand is one of construct contributes to the formation of customer loyalty. Thus this study investigates the relationship between customer loyalty and brand. In this regards, using conceptual model, relationship between satisfaction, value, resistance to change, affect, trust and brand equity with customer loyalty has been hypothesized. Data was collected from 193 firms in 22 regions of t...

  15. A COMPARATIVE STUDY OF THE RELATIONSHIP BETWEEN BRAND LOYALTY AND MARKET SHARE AMONG DURABLE AND NON-DURABLE PRODUCTS

    Ovidiu I. MOISESCU; Andrej BERTONCELJ

    2010-01-01

    Marketing specialists widely accept that brand loyalty, as core component of brand equity, can leverage several positive effects on brand commercial performance and on other dimensions of brand equity, loyalty being both an input and an output from this perspective. Starting from the supposition that higher brand loyalty can generate higher market share, the paper investigates the relationship between the two, considering repurchase and recommend intentions as main measurements of loyalty. An...

  16. RELATIONSHIP COMMITMENT, RELATIONAL EQUITY AND COMPANY IMAGE IN CUSTOMER LOYALTY DEVELOPMENT

    DLAČIĆ, JASMINA; ŽABKAR, VESNA

    2012-01-01

    This paper explores the relationship between customer loyalty and its seldom researched antecedents: relationship commitment, relational equity and company image. The proposed conceptual model is tested with data gained from customers of mobile telephone operators. The results show that relationship commitment and relational equity have a statistically significant positive influence on customer loyalty. In addition, the results of hierarchical multiple regr...

  17. Do vendors benefit from promotions in a multi-vendor loyalty program?

    Dorotic, Matilda; Fok, Dennis; Verhoef, Peter C.; Bijmolt, Tammo H. A.

    The growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at the

  18. Feelings of Loyalty among Members of Learning-in-Retirement Programs.

    Martin, Deidre M.; Lyday, Jack

    1997-01-01

    Most of the nine older adults in learning-in-retirement institutes at universities developed strong feelings of loyalty to their school. Loyalty derived from their perception of the value received from participating. Various actions higher education institutions can take to serve older adults were identified. (SK)

  19. Student Loyalty toward Master's Degree Business Administration Curriculum at Srinakharinwirot University

    Gulid, Nak

    2011-01-01

    This research aims to study mixed factors of service marketing affecting student loyalty toward the business administration curriculum at the master's degree level at Srinakharinwirot University. It also examines the relationship between student satisfaction and loyalty in the MBA program. The results show that service marketing mixed factors have…

  20. Loyalty program: current content, types and methods of realization at B2C market

    Nehaenko Ekaterina

    2015-11-01

    Full Text Available The article is devoted to researching the content of the key concepts for partnership relations marketing – customer loyalty. It presents the results of scientific-theoretical substantiation of the typical structure and methods of implementation of loyalty programs in retail.

  1. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran.

    Arab, M; Tabatabaei, Sm Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Service quality is perceived as an important factor for developing patient's loyalty. The aim of this study was to determine the hospital service quality from the patients' viewpoints and the relative importance of quality dimensions in predicting the patient's loyalty. A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 items about the service quality and 3 items about the patient's loyalty. Exploratory factor analysis was employed to extracting the dimensions of service quality. Also, regression analysis was performed to determining the relative importance of the service quality dimensions in predicting the patient's loyalty. The mean score of service quality and patient's loyalty was 3.99 and 4.16 out of 5, respectively. About 29% of the loyalty variance was explained by the service quality dimensions. Four quality dimensions (Costing, Process Quality, Interaction Quality and Environment Quality) were found to be key determinants of the patient's loyalty in the private hospitals of Tehran. The patients' experience in relation to the private hospitals' services has strong impact on the outcome variables like willingness to return to the same hospital and reuse its services or recommend them to others. The relationship between the service quality and patient's loyalty proves the strategic importance of improving the service quality for dragging and retaining patients and expanding the market share.

  2. Professional and Institutional Morality: Building Ethics Programmes on the Dual Loyalty of Academic Professionals

    Nijhof, Andre; Wilderom, Celeste; Oost, Marlies

    2012-01-01

    Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when professional bureaucracies develop ethics programmes.…

  3. Loyalty, Trust, Satisfaction and Participation in Universitas Terbuka Ambiance: Students' Perception

    Herman

    2017-01-01

    Factors affecting the loyalty of students in Universitas Terbuka are investigated in this paper. The aim was to elucidate how all the variables such as trust, satisfaction and participation interrelate with one another. Loyalty was the dependent variable; trust, satisfaction and participation were the independent variables. Data were accumulated…

  4. On the Peculiarities of Loyalty: A Diary Study of Responses to Dissatisfaction in Everyday Life.

    Drigotas, Stephen M.; And Others

    1995-01-01

    Advances several explanations of why loyalty may not bring expected benefits; tests these explanations by examining responses to dissatisfaction in the everyday lives of partners in ongoing dating relationships. A diary study of dating partners revealed that partners disagreed on the occurrence of loyalty. Other findings are discussed. (RJM)

  5. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

  6. Analisa Pengaruh Relationship Marketing Dan Switching Cost Terhadap Customer Loyalty Di Hotel “X” Surabaya

    Yosswanta, Tigrent; Susanto, Michael Triadi; Ervanto, Edwin

    2015-01-01

    Tujuan penelitian ini adalah untuk mengetahui sejauh mana pengaruh Relationship Marketing dan Switching Cost terhadap Customer Loyalty di Hotel “X” Surabaya. Jenis penelitian yang digunakan adalah kuantitatif kausal yang bertujuan menguji hubungan sebab akibat. Sedangkan teknik pengumpulan data yang digunakan adalah kuesioner. Berdasarkan hasil penelitian yang diperoleh menunjukkan Relationship Marketing berpengaruh positif dan signifikan terhadap Customer Loyalty. Sedangkan, Switching Cost b...

  7. The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context

    Srivastava Medha

    2013-06-01

    Full Text Available The present paper seeks to offer the most decipherable and widely applicable antecedents of customer loyalty. It explores the extant literature on customer loyalty and brings out seven variableswhich are responsible for formation of customer loyalty. Further, the relative importance of these variables has been ascertained through Multiple Regression Analysis which revealed that service quality and commitment are the strongest predictors of customer loyalty in theIndian life insurance industry. The paper also attempts to assess the loyalty status of life insurance customers in India and draw a comparison between public and private sector life insurancecompanies in order to provide significant insights to the life insurance companies that may assist them in devising better loyalty practices. The findings suggest that Indian customers do care about the public sector status of a financial service provider as it entails a sense of security and stability and thus creates a difference between customer loyalty of public sector life insurerand that of private sector life insurer. The paper holds significant implications for academicians interested in dynamics of customer loyalty as well as the marketers of life insurance services whoare concerned with customer relationships.

  8. Professional and institutional morality : Building ethics programmes on the dual loyalty of academic professionals

    Nijhof, A.H.J.; Wilderom, C.P.M.; Oost, M.

    2012-01-01

    Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when

  9. Do vendors benefit from promotions in a multi-vendor loyalty program?

    M. Dorotic (Matilda); D. Fok (Dennis); P.C. Verhoef (Peter); T.H.A. Bijmolt (Tammo)

    2011-01-01

    textabstractThe growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at

  10. Do vendors benefit from promotions in a multi-vendor loyalty program?

    Dorotic, Matilda; Fok, Dennis; Verhoef, Peter C.; Bijmolt, Tammo H. A.

    2011-01-01

    The growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at the

  11. Getting something for nothing? : a user-centric perspective on loyalty card schemes

    Hupfeld, Annika; Speed, Chris

    2017-01-01

    Loyalty cards are a form of tracking and recording technology (TRT) that enables retailers to collect data about their customers' demographic and purchase behaviours. As recompense for sharing their data consumers receive 'loyalty points' which they can redeem for exclusive discounts and rewards.

  12. Teacher Loyalty of Elementary Schools in Taiwan: The Contribution of Gratitude and Relationship Quality

    Ting, Shueh-Chin; Yeh, Liang-Yin

    2014-01-01

    Gratitude was an important missing factor in the extant relationship quality and relationship loyalty model. We introduced gratitude into the model of relationship quality and relationship loyalty. Two hundred and eighteen teachers from elementary schools in Taiwan were used to conduct an empirical research. The results show that teachers'…

  13. The psychology behind commitment and loyalty: an empirical study in a bank setting

    Bloemer, J.M.M.; Odekerken-Schröder, G.J.; Martens, H.

    2002-01-01

    Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement,

  14. Marketing Tactics and Parents' Loyalty: The Mediating Role of School Image

    Li, Chung-Kai; Hung, Chia-Hung

    2009-01-01

    Purpose: This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design/methodology/approach: Five marketing tactics…

  15. The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers

    Ioana-Nicoleta Abrudan

    2015-05-01

    Full Text Available Currently, most markets are characterized by high competition among shopping centers. Under these circumstances, the evolution in the competitiveness and performance of the centers is increasingly linked to the success in the innovation of current activities, which is aimed at improving their image and increasing customer satisfaction and loyalty. The purpose of the present research is to study the influence of innovation activities through the image components on behavioural loyalty, mediated by satisfaction (affective loyalty and conative loyalty. The authors aim to investigate, using a questionnaire survey among the customers of Cluj-Napoca shopping centers, the relationship among the components of image and satisfaction and the various types of loyalty. The conclusions of the structural equations modelling reveal that most components of the image (assortment, price, loyalty policy, décor, service and communication directly and positively influence satisfaction, and that satisfaction and conative loyalty mediate the relationship between image and behavioural loyalty. The results reveal important managerial implications from the point of view of innovative actions of shopping centers, which can contribute to attracting and keeping customers, these contributing not only to creating loyal patrons, but also to increasing their competitiveness and to achieving better positioning.

  16. Pengaruh Brand Image dan Brand Trust terhadap Brand Loyalty pada PT Bank Sinarmas

    Sem Christina Hawila Sibagariang

    2010-09-01

    Full Text Available Competition in the banking sector in Indonesia is getting more and more fierceevery day. PT Bank Sinarmas is a rapidly growing bank that continues to increase for the last 3 years. PT Bank Sinarmas committed to maintain this position. Therefore, they need to provide excellent service and deliver good quality savings products to build customer loyalty. The purpose of this study was to determine whether brand image (X1 and brand trust (X2 are partially influencing brand loyalty (Y, and to determine whether both brand image (X1 and brand trust (X2 are simultaneously influencing brand loyalty (Y. The analysis method used is multiple regression analysis using SPSS. Data is obtained through direct survey by distributing questionnaires to 100 clients of the bank at the main branch. The results indicates that the company's brand image significantly influences brand loyalty with R2 = 15.4% with regression equation Y = 1.962 +0.336 X1. Brand trust significantly influences brand loyalty with R2 = 17%, with regression equation Y = 1.838 +0.382 X2. While simultaneously, brand image and brand trust significantly influence brand loyalty, with R2 = 26.4% which form the regression equation Y = 1.281 +0.269 X1 + .315 X2. Thus, PT Bank Sinarmas needs to increase its brand image since a good image might become the company's competitive edge in creating loyalty, and subsequently loyalty will increase profitability.

  17. The effects of customer equity drivers on loyalty across services industries and firms

    Ou, Yi-Chun; Verhoef, Peter C.; Wiesel, Thorsten

    Customer equity drivers (CEDs)-value equity, brand equity, and relationship equity-positively affect loyalty intentions, but this effect varies across industries and firms. We empirically examine potential industry and firm characteristics that explain why the CEDs-loyalty link varies across

  18. 42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.

    2010-10-01

    ... 42 Public Health 1 2010-10-01 2010-10-01 false Moral character or loyalty; reference to Special... § 61.15 Moral character or loyalty; reference to Special Review Committee; review and recommendation. (a) Moral character or loyalty; reference to Special Review Committee. Whenever the Surgeon General...

  19. 42 CFR 61.16 - Termination of or refusal to continue award on grounds relating to moral character or loyalty...

    2010-10-01

    ... grounds relating to moral character or loyalty; hearing. 61.16 Section 61.16 Public Health PUBLIC HEALTH... loyalty; hearing. If, after review of the recommendation of the Special Review Committee, the Surgeon... character or loyalty. Any such request for a hearing shall be promptly submitted by the Surgeon General to...

  20. An Analysis of Corporate Social Responsibility (CSR on Stakeholders Loyalty: Perceptions of Malaysian Organizations

    Salmi Mohd Isa, PhD (Hull, UK

    2013-07-01

    Full Text Available The purpose of this paper is to explore the relationship between Corporate Social Responsibility (CSR and stakeholder loyalty to the Malaysian organisations. Stakeholder satisfaction was used to measure the mediating effects between CSR and stakeholder loyalty. A developed CSR items were used to measure the CSR of an organisation The research was conducted using online survey to reach 377 organisations that have CSR’s initiatives. Results showed that Malaysian stakeholders were loyal with organisations that have CSR. Stakeholder satisfaction also found to fully mediate the relationship between CSR and stakeholder loyalty. Furthermore, a constructive CSR dimension(s would be better to measure the stakeholders’ relationship. Importantly, the study shows the importance of CSR towards stakeholder loyalty. Once the needs are more clearly identified and understood, organisation will be in a better position to also anticipate stakeholders’ satisfaction in order to gain loyalty from the stakeholders.

  1. CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

    Carmen-Maria, IORDACHE

    2013-10-01

    Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

  2. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

  3. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Kaur, Deepraj; Mustika, Martina Dwi; Sjabadhyni, Bertina

    2018-04-01

    In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections.

  4. An Examination of Perceived Quality, Satisfaction, and Loyalty Relationship: Applicability of Comparative and Noncomparative Evaluation

    Licen Indahwati Darsono

    2006-09-01

    Full Text Available This paper evaluates alternative measurement approaches to investigating the relationship amongst perceived quality, customer satisfaction, and loyalty. The authors define and measure the constructs within a relative attitudinal framework and compare these results to a noncomparative or individual evaluation of brands. In addition, loyalty is measured by and defined as a behavioral and attitudinal loyalty. The object of this research is teh botol whilst the subjects are undergraduate students in Surabaya and Yogyakarta. The proposed model, with satisfaction as a mediator between quality and loyalty, is found to be an acceptable representation of data across three brands of teh botol and for both comparative and noncomparative evaluation. The use of relative attitude, however, indicates a much stronger relationship amongst perceived quality, satisfaction, and loyalty than the attitude towards a brand when they are performed in individual evaluation. With respect to predictive ability, this study’s findings suggest that comparative evaluation has higher degree of applicability than does noncomparative evaluation.

  5. Loyalty Programs in E-commerce and their Perception by the Young Adult Internet Population

    Radek Tahal

    2014-06-01

    Full Text Available One of the topical themes of today´s marketing is customer loyalty. There are many tools that can be used to attract a customer and make him loyal. Most frequently applied are special loyalty programs. Some of them are well designed; others are often difficult to understand and they do not bring positive effect. This paper concentrates on e-shop loyalty programs with regard to the young generation of customers. Based on primary data, the goals of e-shops’ loyalty programs are compared to the loyalty benefits preferred by customers. Whereas e-shop providers often remunerate their customers on the scheme of cumulative purchase history, customers appreciate an instant reward, regardless of whether it’s small or not.

  6. Quality assurance labels as drivers of loyalty in the case of traditional food products

    Chrysochou, Polymeros; Krystallis Krontalis, Athanasios; Giraud, Georges

    2012-01-01

    This paper examines the role of quality assurance labels as drivers of customer loyalty in the case of traditional food products. More specifically, it investigates whether quality assurance labels, such as the Designation of Origin Labels (DOLs), perform as better drivers of loyalty in comparison...... to other brand-related attributes, such as price and brand type, and if brands carrying a DOL exhibit higher loyalty levels in comparison to brands that do not carry any DOL label. Scanner data were collected from a panel of 789 French customers recording purchases over a year within a traditional food...... product category. The olarisation index (phi) was used as a measure of loyalty. The findings show that in comparison with other extrinsic product attributes, DOLs constitute less important drivers of loyalty. However, brands carrying a DOL in comparison to brands that do not carry any DOL label exhibit...

  7. The Impact of Brand Awareness and Customer Experience on the Brand Loyalty of MI

    Zhao Yang

    2017-01-01

    Full Text Available This study discusses the impact of brand awareness and customer experience on brand loyalty of MI. This study randomly selected the people who have purchased the MI’s product to complete the questionnaire. The variables of this questionnaire included population statistics variables, the brand awareness of consumers, the experience of consumers when purchasing, and the customer’s loyalty of its brand. By using the SPSS to analyze the date from reliability analysis, validity analysis, correlation analysis and descriptive statistical analysis of each variable. As the results shown, brand awareness can positively predict brand loyalty. Service experience and emotional experience can positively affect brand loyalty. There existed significantly positive correlation among brand awareness, service eexperience, emotional eexperience and brand loyalty. Finally, summarizing the empirical results, and bringing up some limitation and expanding direction of this research.

  8. Loyalty programs as a part of company’s marketing strategy

    Klára Mrkosová

    2011-01-01

    Full Text Available This paper aims to characterize the current status of using customer loyalty programs in the Czech Republic. Customer loyalty programs are evaluated as a part of marketing communication, where especially customer cards have a specific role in communication mix of selected companies. Furthermore, customer loyalty programs are evaluated from the perspective of internal marketing system company, as an invaluable source of data about customers. Obtained data are used for decisions on segmentation, targeting and overall marketing strategy. Customer loyalty programs in the Czech Republic are also examined from the perspective of consumers – factors that influence consumer involvement in these programs are evaluated. The paper also shows the results of desk research about personal information provided by consumers to engage in customer loyalty programs.

  9. THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

    Tanisah Tanisah

    2015-03-01

    Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

  10. The impact of social identity of brand on brand loyalty development

    Alireza Bakhshizadeh

    2012-08-01

    Full Text Available During the past few years, there have been increasing discussions on the impact of brand in business units. Many researchers have concluded that the best way to increase sales is to introduce the brand in society. In this study, we consider the impact of brand identity on increasing product loyalty in one of Iranian dairy products. The proposed study is implemented in city of Tehran by choosing 475 people. The proposed model is analyzed using structural equation model and factor analysis. The results indicate that there is a direct positive relationship between brand and loyalty and a powerful brand could help setup a long-term relationship between customer and firm, which leads to brand loyalty. In other words, brand identity influences perception value, customer satisfaction, brand trust while perception value influences customer satisfaction and brand trust. In addition, customer satisfaction influences brand trust, brand trust influences customer loyalty and finally brand identity indirectly influences customer loyalty.

  11. The path of patient loyalty and the role of doctor reputation.

    Torres, Eduardo; Vasquez-Parraga, Arturo Z; Barra, Cristobal

    2009-01-01

    Patient loyalty to doctors is relevant to medical services in which doctor-patient relationships are central and for which competition has increased in recent years. This study aims at understanding the process whereby patients develop loyalty to their doctor and doctor reputation has a moderating role. Based on a randomization of subjects, the study offers and tests an explanation chain representing key variables determining patient loyalty: patient commitment, trust and satisfaction, and doctor reputation. Primary data was collected using a structured questionnaire from a quota sample of regular patients in a large city in South America. The patients most committed to their doctor are more loyal to them. In turn, commitment is determined by patient trust, which is determined by patient satisfaction. Doctor reputation positively influences both patient trust and satisfaction. The explanation chain not only gives an account of how patient loyalty is formed; it also identifies a path health professionals can follow to secure patient loyalty.

  12. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Deepraj Kaur

    2018-04-01

    Full Text Available In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections. Keywords: Business, Psychology

  13. Understanding Customer Loyalty and Disloyalty The Effect of Loyalty-Supporting and -Repressing Factors (first edition sold out, 'print on demand' 60 €)

    Nordman, Christina

    2004-01-01

    Customer loyalty has been a central topic of both marketing theory and practice for several decades. Customer disloyalty, or relationship ending, has received much less attention. Despite the close relation between customer loyalty and disloyalty, they have rarely been addressed in the same study. The thesis bridges this gap by focusing on both loyal and disloyal customers and the factors characterising them. Based on a qualitative study of loyal and disloyal bank customers in the Finnish ret...

  14. TOURIST MOTIVATION FOR RURAL DESTINATIONS

    Angela BOTEZATU

    2014-04-01

    Full Text Available City daily overexertion impels tourists wish to travel. Rural tourism behavior is determined by a set of motivational factors that makes him appreciate favorable tourist destinations. In order to analyze and assess the opinions and attitudes of tourists in rural areas we realized a market survey, the results being presented in the article below. Future trends, the growth rate of market depend largely on the wishes and intentions of goods or services consumers. This study involves the engagement of a number of 658 respondents, which were interviewed to determine the basic motivations in choosing countryside. The working methods used were analysis, synthesis and questionnaire survey as a research method. Results refer to the following: about 59 percent, spend up to 10% of annual income for vacations and travel, for rural tourism this amount is much lower; the association of the term „rural tourism” in the local tourist mind, oscillates among „a villa” in rural areas or „active vacation” (biking, hiking, riding, swimming or hunting; customer loyalty is one of the goals of marketing activities undertaken in hostels or other travel service providers. In conclusion, we mention that the variety of motivational factors in choosing tourist destinations in rural areas drive this type of tourism.

  15. The role of brand loyalty and social media in e-commerce interfaces: survey results and implications for user interfaces

    Rigas, Dimitrios; Hussain, Hammad

    2015-01-01

    This paper explores the role of brand loyalty and social media in e-commerce interfaces. A survey consisting of 118 respondents was contacted to address the questions relating to online shopping and brand loyalty. Link between the frequency of access and time spent on an e-commerce user interface, and brand loyalty, gender and age profile differences, and the role of social media to branding and on-line shopping was analyzed. It was found that online loyalty differs from offline loyalty and l...

  16. Does trust of patients in their physician predict loyalty to the health care insurer? The Israeli case study.

    Gabay, Gillie

    2016-01-01

    This pioneer study tests the relationship between patients' trust in their physicians and patients' loyalty to their health care insurers. This is a cross-sectional study using a representative sample of patients from all health care insurers with identical health care plans. Regression analyses and Baron and Kenny's model were used to test the study model. Patient trust in the physician did not predict loyalty to the insurer. Loyalty to the physician did not mediate the relationship between trust in the physician and loyalty to the insurer. Satisfaction with the physician was the only predictor of loyalty to the insurer.

  17. BRAND EXPERIENCE – HOW IT RELATES TO BRAND PERSONALITY, CONSUMER SATISFACTION AND CONSUMER LOYALTY. AN EMPIRICAL ANALYSIS OF THE ADIDAS BRAND.

    Thomas Cleff; Silvia Dörr; Andrew Vicknair; Nadine Walter

    2013-01-01

    Brand experience has attracted a lot of attention in the Marketing practice. With consumers seeking not only functional benefits of a brand but also emotional experiences, brand experience theory attempts to provide answers on how brand experience can be measured and how it effects consumer behavior. Th is article examines the relationship between Brakus et al.’s (2009) four brand experience dimensions – sensory, aff ective, intellectual and behavioral – and customer satisfaction and loyalty ...

  18. Customer loyalty among daily disposable contact lens wearers.

    Patel, Neelam I; Naroo, Shehzad A; Eperjesi, Frank; Rumney, Nicholas J

    2015-02-01

    Optometric practices offer contact lenses as cash sale items or as part of monthly payment plans. With the contact lens market becoming increasingly competitive, patients are opting to purchase lenses from supermarkets and Internet suppliers. Monthly payment plans are often implemented to improve loyalty. This study aimed to compare behavioural loyalty between monthly payment plan members and non-members. BBR Optometry Ltd offers a monthly payment plan (Eyelife™) to their contact lens wearers. A retrospective audit of 38 Eyelife™ members (mean±SD: 42.7±15.0 years) and 30 non-members (mean±SD: 40.8±16.7 years) was conducted. Revenue and profits generated, service uptake and product sales between the two groups were compared over a fixed period of 18 months. Eyelife™ members generated significantly higher professional fee revenue (Ployalty among contact lens wearers, particularly service uptake and volume of lens purchases. Additionally the greater professional fees generated, render monthly payment plans an attractive business model and practice builder. Copyright © 2014 British Contact Lens Association. Published by Elsevier Ltd. All rights reserved.

  19. Identification of effective factors on customer loyalty with mobile industry

    Soheila Sardar Donighi

    2013-08-01

    Full Text Available Customers or clients are counted to be reasons for existence and continuation of life of every organization and, therefore, it is essential to review various aspects of customer satisfaction. Many customers may seem to be satisfied but they may switch to competitor companies for various reasons. Loyal customers constitute a major factor for organizational successes and there are many attempts to create loyal customers. The customer loyalty was defined as commitment of customers to deal with a particular organization or buy given goods repeatedly. During the present research, the researcher engages in the evaluation of factors effective on satisfaction and loyalty of customers and in the study of their interactions, using the famous American Model of Customer Satisfaction. Major variables of such pattern are as follows: customer expectations, perceived quality, perceived value, customer satisfaction, Repurchase Likelihood, Price Tolerance changes and customer complaint. In this study, 384 cell-phone users were randomly selected from different departments of North Tehran Branch of Islamic Azad University. Valuable data were gathered by closed response questionnaire. Afterward we derived eleven correlations between different parameters by using structural equation modeling. Finally, all of suppositions were confirmed by confidence level up to 95%. In addition, the SPSS and XLSTAT PLS software packages are utilized in the process and analysis of data and investigation of study's hypotheses and necessary analyses have been done.

  20. Association between personal health record enrollment and patient loyalty.

    Turley, Marianne; Garrido, Terhilda; Lowenthal, Alex; Zhou, Yi Yvonne

    2012-07-01

    To examine the association between patient loyalty, as measured by member retention in the health plan, and access to My Health Manager (MHM), Kaiser Permanente's PHR, which is linked to its electronic health record, KP HealthConnect. We conducted a retrospective cohort observational quality improvement project from the third quarter of 2005 to the fourth quarter of 2008 for approximately 394,000 Kaiser Permanente Northwest members. To control for self-selection bias, we used propensity scores to perform exact 1-to-1 matching without replacement between MHM users and nonusers. We estimated retention rates of the matched data and assessed the association between MHM use and retention versus voluntary termination. We also estimated odds ratios of significant variables impacting member retention. The probability of remaining a member or being involuntarily terminated versus voluntary termination was 96.7% for users (95% confidence interval [CI], 96.6%-96.7%) and 92.2% for nonusers (95% CI, 92.1%-92.4%; P loyalty, retention is critical to healthcare organizations.