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Customer perceived value, satisfaction, and loyalty : the role of willingness to share information

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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
Published in
International Review of Retail, Distribution and Consumer Research
Authors
Leppäniemi, Matti |
Karjaluoto, Heikki |
Saarijärvi, Hannu
Date
2017
Discipline
Basic or discovery scholarshipMarkkinointiBasic or discovery scholarshipMarketing
Copyright
© 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. ...
Publisher
Routledge
ISSN Search the Publication Forum
0959-3969
Keywords
willingness to share information perceived value satisfaction share of wallet asiakaskokemus arvottaminen asiakastyytyväisyys asiakasuskollisuus
DOI
https://doi.org/10.1080/09593969.2016.1251482
URI

http://urn.fi/URN:NBN:fi:jyu-201804202315

Publication in research information system

https://converis.jyu.fi/converis/portal/detail/Publication/26297828

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