Customer perceived value, satisfaction, and loyalty : the role of willingness to share information
Leppäniemi, M., Karjaluoto, H., & Saarijärvi, H. (2017). Customer perceived value, satisfaction, and loyalty : the role of willingness to share information. International Review of Retail, Distribution and Consumer Research, 27(2), 164-188. https://doi.org/10.1080/09593969.2016.1251482
© 2016 Informa UK Limited, trading as Taylor & Francis Group. This is a final draft version of an article whose final and definitive form has been published by Taylor & Francis. Published in this repository with the kind permission of the publisher.
This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples suggest that both perceived value and satisfaction are significant determinants of customers’ willingness to share information with a company. Although some differences emerge in the two studies, structural modeling largely supports the hypothesized framework and positions customers’ willingness to share information as an important antecedent of their loyalty intentions and behavior. This study provides practitioners with preliminary insight into the relationship between willingness to share information and perceived value, customer satisfaction, and customer loyalty. This study advances retailing research, as it is one of the few empirical studies investigating the role of customers’ willingness to share information in driving loyalty and its relationship with perceived value and satisfaction in a retailing context. ...
Publication in research information system
MetadataShow full item record
- Kauppakorkeakoulu 
Showing items with similar title or keywords.
Understanding moderating effects in increasing share-of-wallet and word-of-mouth : A case study of Lidl grocery retailer Shaikh, Aijaz A.; Karjaluoto, Heikki; Häkkinen, Juho (Elsevier, 2018)This study examines how five moderating variables (the length of the customer relationship, following a company in print media and on social media, remembering online advertisements, and the customer’s age) affect the ...
The effects of perceived value, satisfaction, and advertising on share of wallet and word of mouth in a retailing context Häkkinen, Juho (2016)Customer loyalty as a topic has been of interest to managers and researchers for several decades. There are a few antecedents for explaining customer loyalty in marketing literature, and researchers have discussed the ...
Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline Baumeister, Stefan; Nyrhinen, Jussi; Kemppainen, Tiina; Wilska, Terhi-Anna (Elsevier, 2022)The looming climate crisis requires an immediate response, also on an individual level. Consumers are being asked to reduce and replace their carbon-intensive consumption behaviors. One of the consumption behaviors with ...
How emotions are considered crucial on an omnichannel banking environment in gaining customer loyalty Haapio, Hannele (Routledge, 2019)Emotions have been studied in a marketing context for years. However, the rapid change of digital channels and customers’ omnichannel behavior emphasize the need to further investigate how emotions are considered to play ...
Banking on trust - navigating customer loyalty in the digital banking era : insights from the Finnish banking sector Hauhia, Veikko (2023)Asiakasuskollisuuden ymmärtämisen merkitys on kasvanut kiristyneen kilpailun myötä. Erityisesti pankkitoiminnan kaltaisella luottamukseen perustuvalla liiketoiminnalla uskollinen asiakaskunta ja sen oikeanlainen hyödyntäminen ...