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A Study on The Effects of Experiential Value, Altruism and Self-Efficacy on Customer Engagement Behavior

Yıl 2022, Cilt: 4 Sayı: 2, 103 - 125, 31.08.2022
https://doi.org/10.38009/ekimad.1115320

Öz

The concept of value associated with products and services has gained a dimension that is mostly associated with experiences. The fact that businesses provide their customers with superior experiences at all touch points shapes their customers' perception of value and enable them to engage positively with the business. In terms of businesses, engaging with customers brings many advantages. The aim of this study is to determine the sub-dimensions of the customer experiential value and to examine the effect of the dimensions of the experiential value, altruism and self-efficacy on customer engagement behaviours (WOM, content generation and suggestion/feedback). As a result of the explanatory factor analysis made on the survey responses applied on 1080 people, the sub-dimensions of the experiential value were gathered under three dimensions as functional value, reality value and economic value. Afterwards, the structural equation model was applied to the whole model in order to estimate the causal relationships between variables. As a result of confirmatory factor analysis and path analysis, it has been determined that functional value, reality value, economic value which are the sub-dimensions of experiential value, altruism and self-efficacy are related with the word of mouth marketing (WOM), suggestion/feedback and content generation which are customer engagement dimensions.

Kaynakça

  • Abdolvand, M. A., & Norouzi, A. (2012). The effect of customer perceived value on word of mouth and loyalty in B-2-B marketing. Research Journal of Applied Sciences, Engineering and Technology, 4(23), 4973-4978.
  • Ahn, J., Lee, C. K., Back, K. J., & Schmitt, A. (2019). Brand experiential value for creating integrated resort customers’ co-creation behavior. International Journal of Hospitality Management, 81, 104-112.
  • Alarcon, D., & Sanchez, J. (2015). Assessing convergent and discriminant validity in the ADHD-RV rating scale: user-written commands for the AVE, CR, and HTMT. University Pablo de Olavide.
  • Awang, Z. (2012). Structural equation modeling using AMOS graphic. Penerbit Universiti Teknologi MARA.
  • Barnes, S. J., Mattsson, J., & Sørensen, F. (2014). Destination brand experience and visitor behavior: Testing a scale in the tourism context. Annals of Tourism Research, 48, 121-139.
  • Beeho, A.J. & Prentice, R.C. (1997). Conceptualizing the Experiences of Heritage Tourists: A Case Study of New Lanark World Heritage Village. Tourism Management, 18, 75-87.
  • Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356.
  • Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114.
  • Bronner, F., & De Hoog, R. (2008). Agreement and disagreement in family vacation decision-making. Tourism Management, 29(5), 967-979.
  • Carlson, J., Rahman, M. M., Taylor, A., & Voola, R. (2019). Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media. Journal of Retailing and Consumer Services, 46, 149-162.
  • Chang, H. H., & Chuang, S. S. (2011). Social capital and individual motivations on knowledge sharing: Participant involvement as a moderator. Information & management, 48(1), 9-18.
  • Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision support systems, 53(1), 218-225.
  • Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
  • Dawes, J. (2008). Do data characteristics change according to the number of scale points used? An experiment using 5-point, 7-point and 10-point scales. International Journal of Market Research, 50(1), 61-104.
  • Delgado-Ballester, E., & Sabiote, E. F. (2015). Brand experimental value versus brand functional value: which matters more for the brand?, European Journal of Marketing, Vol. 49 No. 11/12, pp. 1857-1879.
  • Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2016). Capturing consumer engagement: duality, dimensionality and measurement. Journal of Marketing Management, 32(5-6), 399-426.
  • Engel, J.F., Blackwell R.D., Miniard P.W. (1993). Consumer Behavior (8th ed.), Dryden Press, Fort Worth.
  • Fang, Y. H., & Chiu, C. M. (2010). In justice we trust: Exploring knowledge-sharing continuance intentions in virtual communities of practice. Computers in Human Behavior, 26(2), 235-246.
  • Gist, M. E. (1987). Self-efficacy: Implications for organizational behavior and human resource management. Academy of Management Review, 12(3), 472-485.
  • Gravetter, F. J., Wallnau, L. B., & Forzano, L. AB (2016). Essentials of statistics for the behavioral sciences. Nelson Education.
  • Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7-27.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38-52.
  • Holbrook, M. B. (1999). Consumer value. A Framework for Analysis and Research. Routledge: London, UK.
  • Hollebeek, L. (2011). Exploring customer brand engagement: definition and themes. Journal of strategic Marketing, 19(7), 555-573.
  • Hsu, M. H., Ju, T. L., Yen, C. H., & Chang, C. M. (2007). Knowledge sharing behavior in virtual communities: The relationship between trust, self-efficacy, and outcome expectations. International Journal of Human-Computer Studies, 65(2), 153-169.
  • Ibrahim, M., & Wee, N. (2002). The importance of entertainment in the shopping center experience: evidence from Singapore. Journal of Real Estate Portfolio Management, 8(3), 239-254.
  • Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice.
  • Jeong, E., & Jang, S. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356-366.
  • Jin, N., Merkebu, J., & Line, N. D. (2019). The examination of the relationship between experiential value and price fairness in consumers’ dining experience. Journal of Food Service Business Research, 22(2), 150-166.
  • Khine, M. S. (Ed.). (2013). Application of structural equation modeling in educational research and practice (Vol. 7). Rotterdam: SensePublishers.
  • Kim, H., Phelps, J. E., & Lee, D. (2013). The Social Cognitive Approach to Consumers' Engagement Behavior in Online Brand Community. International Journal of Integrated Marketing Communications, 5(2).
  • Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), 502-525.
  • Mardia, K. V. (1974). Applications of some measures of multivariate skewness and kurtosis in testing normality and robustness studies. Sankhyā: The Indian Journal of Statistics, Series B, 115-128.
  • Markoulis, S. N., & Neofytou, N. (2016). An empirical analysis of the relationship between oil prices and Stock markets. International Journal of Economics and Finance, 8(12),120-131.
  • Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56.
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
  • Mohammad, J., Quoquab, F., Thurasamy, R., & Alolayyan, M. N. (2020). The effect of user-generated content quality on brand engagement: The mediating role of functional and emotional values. Journal of Electronic Commerce Research, 21(1), 39-55.
  • Okazaki, E. (2008). A community-based tourism model: Its conception and use. Journal of Sustainable Tourism, 16(5), 511-529.
  • Orcan, F. (2018). Açımlayıcı ve Doğrulayıcı Faktör Analizi: İlk Hangisi Kullanılmalı?. Eğitimde ve Psikolojide Ölçme ve Değerlendirme Dergisi, 9(4), 414-421.
  • Presi, C., Saridakis, C., & Hartmans, S. (2014). User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing, Vol. 48 No. 9/10, pp. 1600-1625.
  • Ranaweera, C., & Karjaluoto, H. (2017). The impact of service bundles on the mechanism through which functional value and price value affect WOM intent. Journal of Service Management, Vol. 28 No. 4, pp. 707-723.
  • Reitz, A. R. (2012). Online consumer engagement: Understanding the antecedents and outcomes (Doctoral dissertation, Colorado State University. Libraries).
  • Romero, J. (2017). Customer engagement behaviors in hospitality: Customer-based antecedents. Journal of Hospitality Marketing & Management, 26(6), 565-584.
  • Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308-322.
  • Roy, S. K., Gruner, R. L., & Guo, J. (2020). Exploring customer experience, commitment, and engagement behaviours. Journal of Strategic Marketing, 1-24.
  • Sanchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409.
  • Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
  • Seligman, J. (2018). Customer Experience Management-The Experiential Journey. Lulu.com.
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170.
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
  • Trochim, W. M., & Donnelly, J. P. (2001). Research Methods Knowledge Base (Vol. 2). Cincinnati, OH: Atomic Dog Publishing.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
  • Varshneya, G., & Das, G. (2017). Experiential value: Multi-item scale development and validation. Journal of Retailing and Consumer Services, 34, 48-57.
  • Varshneya, G., Das, G., & Khare, A. (2017). Experiential value: a review and future research directions. Marketing Intelligence & Planning, 35(3), 339-357.
  • Verhagen, T., Swen, E., Feldberg, F., & Merikivi, J. (2015). Benefitting from virtual customer environments: An empirical study of customer engagement. Computers in Human Behavior, 48, 340-357.
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252.
  • Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of Service Research, 17(1), 68-84.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer Engagement: Exploring Customer Relationships Beyond Purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146.
  • Wang, H., & Xiong, L. (2019, March). Study on the Impact of Customer Loyalty and Experiential Value on Value Co-creation Based on Sharing Economy. In International Academic Conference on Frontiers in Social Sciences and Management Innovation (IAFSM 2018). Atlantis Press.
  • Wirtz, J., den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., van de Klundert, J., Gurhan Canli, Z. and Kandampully, J. (2013). Managing brands and customer engagement in online brand communities, Journal of Service Management, Vol. 24 No. 3, pp. 223-244.
  • Woodall, T. (2003). Conceptualising ‘value for the customer’: an attributional, structural and dispositional analysis. Academy of Marketing Science Review, 12(1), 1-42.
  • Worthington, R. L., & Whittaker, T. A. (2006). Scale development research: A content analysis and recommendations for best practices. The counseling psychologist, 34(6), 806-838.
  • Yen, C. L. A., & Tang, C. H. H. (2015). Hotel attribute performance, eWOM motivations, and media choice. International Journal of Hospitality Management, 46, 79-88.
  • Yoo, K. H., & Gretzel, U. (2011). Influence of personality on travel-related consumer-generated media creation. Computers in Human Behavior, 27(2), 609-621.
  • Yuan, Y. H. E., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387-410.
  • Zahid, Z., & Ahmed, M. A. (2017). Role of Image Value and Functional Value in Developing the Purchase Intentions and WOM Marketing, European Journal of Business and Management, Vol.9, No.7, pp.46-55.

Deneyimsel Değer, Başkalarını Düşünme ve Öz-Yeterliliğin Müşteri Etkileşim Davranışı Üzerindeki Etkilerine Yönelik Bir Araştırma

Yıl 2022, Cilt: 4 Sayı: 2, 103 - 125, 31.08.2022
https://doi.org/10.38009/ekimad.1115320

Öz

İşletmelerin müşterilerine bütün temas noktalarında üstün deneyimler yaşatmaları müşterilerin değer algısını şekillendirmekte ve işletmeyle olumlu etkileşimlerde bulunmalarını sağlamaktadır. İşletmeler açısından, müşterilerin kendileriyle etkileşim halinde olması birçok avantajı da beraberinde getirmektedir. Bu çalışmanın amacı, müşteri deneyimsel değerinin alt boyutlarının belirlenmesi ve deneyimsel değer boyutlarının, başkalarını düşünmenin ve öz-yeterliliğin müşteri etkileşimi davranışları (ağızdan ağıza pazarlama (WOM), içerik oluşturma ve öneride bulunma/geribildirim) üzerindeki etkisini incelemektir. Veriler anket yöntemi ile toplanmış olup, anketi cevaplayan 1080 kişinin vermiş olduğu yanıtlara uygulanan açıklayıcı faktör analizi sonucunda, deneyimsel değerin alt boyutları fonksiyonel değer, gerçeklik değeri ve ekonomik değer olmak üzere üç boyut altında toplanmıştır. Sonrasında tüm modele değişkenler arasındaki nedensel ilişkileri tahmin etmek amacıyla yapısal eşitlik modeli uygulanmıştır. Doğrulayıcı faktör analizi ve yol analizi sonucunda deneyimsel değerin alt boyutları olan fonksiyonel değer, gerçeklik değeri, ekonomik değer ile başkalarını düşünmenin ve öz-yeterliliğin müşteri etkileşimi boyutları olan ağızdan ağıza pazarlama (WOM), öneride bulunma/geribildirim ve içerik oluşturma üzerinde etkili olduğu tespit edilmiştir.

Kaynakça

  • Abdolvand, M. A., & Norouzi, A. (2012). The effect of customer perceived value on word of mouth and loyalty in B-2-B marketing. Research Journal of Applied Sciences, Engineering and Technology, 4(23), 4973-4978.
  • Ahn, J., Lee, C. K., Back, K. J., & Schmitt, A. (2019). Brand experiential value for creating integrated resort customers’ co-creation behavior. International Journal of Hospitality Management, 81, 104-112.
  • Alarcon, D., & Sanchez, J. (2015). Assessing convergent and discriminant validity in the ADHD-RV rating scale: user-written commands for the AVE, CR, and HTMT. University Pablo de Olavide.
  • Awang, Z. (2012). Structural equation modeling using AMOS graphic. Penerbit Universiti Teknologi MARA.
  • Barnes, S. J., Mattsson, J., & Sørensen, F. (2014). Destination brand experience and visitor behavior: Testing a scale in the tourism context. Annals of Tourism Research, 48, 121-139.
  • Beeho, A.J. & Prentice, R.C. (1997). Conceptualizing the Experiences of Heritage Tourists: A Case Study of New Lanark World Heritage Village. Tourism Management, 18, 75-87.
  • Bijmolt, T. H. A., Leeflang, P. S. H., Block, F., Eisenbeiss, M., Hardie, B. G. S., Lemmens, A., & Saffert, P. (2010). Analytics for customer engagement. Journal of Service Research, 13(3), 341–356.
  • Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114.
  • Bronner, F., & De Hoog, R. (2008). Agreement and disagreement in family vacation decision-making. Tourism Management, 29(5), 967-979.
  • Carlson, J., Rahman, M. M., Taylor, A., & Voola, R. (2019). Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media. Journal of Retailing and Consumer Services, 46, 149-162.
  • Chang, H. H., & Chuang, S. S. (2011). Social capital and individual motivations on knowledge sharing: Participant involvement as a moderator. Information & management, 48(1), 9-18.
  • Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision support systems, 53(1), 218-225.
  • Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
  • Dawes, J. (2008). Do data characteristics change according to the number of scale points used? An experiment using 5-point, 7-point and 10-point scales. International Journal of Market Research, 50(1), 61-104.
  • Delgado-Ballester, E., & Sabiote, E. F. (2015). Brand experimental value versus brand functional value: which matters more for the brand?, European Journal of Marketing, Vol. 49 No. 11/12, pp. 1857-1879.
  • Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2016). Capturing consumer engagement: duality, dimensionality and measurement. Journal of Marketing Management, 32(5-6), 399-426.
  • Engel, J.F., Blackwell R.D., Miniard P.W. (1993). Consumer Behavior (8th ed.), Dryden Press, Fort Worth.
  • Fang, Y. H., & Chiu, C. M. (2010). In justice we trust: Exploring knowledge-sharing continuance intentions in virtual communities of practice. Computers in Human Behavior, 26(2), 235-246.
  • Gist, M. E. (1987). Self-efficacy: Implications for organizational behavior and human resource management. Academy of Management Review, 12(3), 472-485.
  • Gravetter, F. J., Wallnau, L. B., & Forzano, L. AB (2016). Essentials of statistics for the behavioral sciences. Nelson Education.
  • Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7-27.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38-52.
  • Holbrook, M. B. (1999). Consumer value. A Framework for Analysis and Research. Routledge: London, UK.
  • Hollebeek, L. (2011). Exploring customer brand engagement: definition and themes. Journal of strategic Marketing, 19(7), 555-573.
  • Hsu, M. H., Ju, T. L., Yen, C. H., & Chang, C. M. (2007). Knowledge sharing behavior in virtual communities: The relationship between trust, self-efficacy, and outcome expectations. International Journal of Human-Computer Studies, 65(2), 153-169.
  • Ibrahim, M., & Wee, N. (2002). The importance of entertainment in the shopping center experience: evidence from Singapore. Journal of Real Estate Portfolio Management, 8(3), 239-254.
  • Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice.
  • Jeong, E., & Jang, S. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356-366.
  • Jin, N., Merkebu, J., & Line, N. D. (2019). The examination of the relationship between experiential value and price fairness in consumers’ dining experience. Journal of Food Service Business Research, 22(2), 150-166.
  • Khine, M. S. (Ed.). (2013). Application of structural equation modeling in educational research and practice (Vol. 7). Rotterdam: SensePublishers.
  • Kim, H., Phelps, J. E., & Lee, D. (2013). The Social Cognitive Approach to Consumers' Engagement Behavior in Online Brand Community. International Journal of Integrated Marketing Communications, 5(2).
  • Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), 502-525.
  • Mardia, K. V. (1974). Applications of some measures of multivariate skewness and kurtosis in testing normality and robustness studies. Sankhyā: The Indian Journal of Statistics, Series B, 115-128.
  • Markoulis, S. N., & Neofytou, N. (2016). An empirical analysis of the relationship between oil prices and Stock markets. International Journal of Economics and Finance, 8(12),120-131.
  • Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56.
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
  • Mohammad, J., Quoquab, F., Thurasamy, R., & Alolayyan, M. N. (2020). The effect of user-generated content quality on brand engagement: The mediating role of functional and emotional values. Journal of Electronic Commerce Research, 21(1), 39-55.
  • Okazaki, E. (2008). A community-based tourism model: Its conception and use. Journal of Sustainable Tourism, 16(5), 511-529.
  • Orcan, F. (2018). Açımlayıcı ve Doğrulayıcı Faktör Analizi: İlk Hangisi Kullanılmalı?. Eğitimde ve Psikolojide Ölçme ve Değerlendirme Dergisi, 9(4), 414-421.
  • Presi, C., Saridakis, C., & Hartmans, S. (2014). User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing, Vol. 48 No. 9/10, pp. 1600-1625.
  • Ranaweera, C., & Karjaluoto, H. (2017). The impact of service bundles on the mechanism through which functional value and price value affect WOM intent. Journal of Service Management, Vol. 28 No. 4, pp. 707-723.
  • Reitz, A. R. (2012). Online consumer engagement: Understanding the antecedents and outcomes (Doctoral dissertation, Colorado State University. Libraries).
  • Romero, J. (2017). Customer engagement behaviors in hospitality: Customer-based antecedents. Journal of Hospitality Marketing & Management, 26(6), 565-584.
  • Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308-322.
  • Roy, S. K., Gruner, R. L., & Guo, J. (2020). Exploring customer experience, commitment, and engagement behaviours. Journal of Strategic Marketing, 1-24.
  • Sanchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409.
  • Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
  • Seligman, J. (2018). Customer Experience Management-The Experiential Journey. Lulu.com.
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170.
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
  • Trochim, W. M., & Donnelly, J. P. (2001). Research Methods Knowledge Base (Vol. 2). Cincinnati, OH: Atomic Dog Publishing.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
  • Varshneya, G., & Das, G. (2017). Experiential value: Multi-item scale development and validation. Journal of Retailing and Consumer Services, 34, 48-57.
  • Varshneya, G., Das, G., & Khare, A. (2017). Experiential value: a review and future research directions. Marketing Intelligence & Planning, 35(3), 339-357.
  • Verhagen, T., Swen, E., Feldberg, F., & Merikivi, J. (2015). Benefitting from virtual customer environments: An empirical study of customer engagement. Computers in Human Behavior, 48, 340-357.
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252.
  • Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector. Journal of Service Research, 17(1), 68-84.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer Engagement: Exploring Customer Relationships Beyond Purchase. The Journal of Marketing Theory and Practice, 20(2), 122–146.
  • Wang, H., & Xiong, L. (2019, March). Study on the Impact of Customer Loyalty and Experiential Value on Value Co-creation Based on Sharing Economy. In International Academic Conference on Frontiers in Social Sciences and Management Innovation (IAFSM 2018). Atlantis Press.
  • Wirtz, J., den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., van de Klundert, J., Gurhan Canli, Z. and Kandampully, J. (2013). Managing brands and customer engagement in online brand communities, Journal of Service Management, Vol. 24 No. 3, pp. 223-244.
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Ayrıntılar

Birincil Dil İngilizce
Konular İşletme
Bölüm Makaleler
Yazarlar

Yonca Nilay BAŞ 0000-0002-3262-7575

Yayımlanma Tarihi 31 Ağustos 2022
Gönderilme Tarihi 11 Mayıs 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 4 Sayı: 2

Kaynak Göster

APA BAŞ, Y. N. (2022). A Study on The Effects of Experiential Value, Altruism and Self-Efficacy on Customer Engagement Behavior. Ekonomi İşletme Ve Maliye Araştırmaları Dergisi, 4(2), 103-125. https://doi.org/10.38009/ekimad.1115320