Hedonic Value in Customer Satisfaction: A Bibliometric Analysis

PurposeThe purpose of this study was to identify the relationship between customer values, satisfaction and loyalty in the context of Airbnb.Design/methodology/approachThe survey questionnaires were developed based upon review of previous studies. The samples were collected from US- based Airbnb users. The data were analyzed using structural equation modeling.FindingsThe result of this study indicates that first, Airbnb users’ hedonic value has a positive impact on satisfaction and loyalty, while utilitarian value influences only on satisfaction. Second, this study also shows that product involvement plays as a moderating role in the paths between hedonic value and customer satisfaction.Research limitations/implicationsStudy findings may help researchers understand the roles of hedonic and utilitarian values and their impacts on satisfaction and loyalty in the context of Airbnb. This study also contributes to Airbnb marketers in fulfilling users’ expectations about the company.Originality/valueThis research contributes to the hospitality literature by expanding the realm of research on Airbnb, which is a unique company applying the sharing economy concept in the lodging industry.

Mall Success can be seen with a large number of mall visitors and visitors coming. In this case, one of the malls in the Tidar area of Surabaya is more important than most of the malls in general in the city of Surabaya. At the XYZ mall area, visitors are seen lonely from day to day, this is a big question mark whether visitors are satisfied to receive a compilation of visiting the mall. For this reason, the satisfaction of visitors and customers in the mall is an important factor in determining the buying and selling activities in the mall. The research offered suggests about customer satisfaction and customer loyalty proposed by, hedonic value, Relaxation Value, socialization value, Utilitarian Value. This can affect the purchasing power of consumers to buy at the mall. Satisfaction can provide a supported spending will, thus providing a significant turnover of money. By creating a sense of satisfaction can generate customer loyalty in the mall. This research was conducted by distributing questionnaires to visitors or customers who have come to the XYZ mall. The method used in this research is Structural Equation Modeling. by Processing data using Smart PLS software because the research model is complex. The findings in this study are the outcome variable, Hedonic Value, Relaxation Value, and Socialization Value regarding customer satisfaction and customer loyalty, while the Utilitarian Value only has a significant effect on customer satisfaction. The results of this study are expected to make the mall management considerations to develop the right strategy in increasing the number of visitors and customers to come to the mall.

Ethnic restaurants play a crucial role in introducing non-ethnic clients to ethnic foods. Understanding the physical and psychological aspects that influence customer satisfaction and revisiting intention would benefit restaurateurs and contribute to the promotion of a nation's culinary history. This study examines the relationship between dining atmospherics, hedonic and utilitarian values on customer satisfaction and revisits intention in the ethnic fine dining restaurant context. 215 respondents were surveyed at 15 ethnic fine-dining establishments in Kuala Lumpur. The analysis found that restaurant ambiance and hedonic values are substantial predictors of customer satisfaction and propensity to return. Surprisingly, this is not true of utilitarian values. This paper presents implications, limitations, and suggestions for future research.

ABSTRACT. The increasingly presence of mobile marketing and mobile advertising is attracting both customers and marketers to a new dimension of business communication. Even though the adoption rates are high, the value of mobile marketing from a customers' perspective is hard to specify, as it is dependent on the features of the mobile instrument, the predominant traits of the customer and their attitudes towards the advertised product or service. The purpose of this article is to establish how the value of mobile marketing services is perceived by users with different demographic characteristics. For this purpose, an online study was conducted with more than 500 participants.JEL Classification: M31, M37, A13, O33Keywords: mobile marketing, consumer behaviour perceived valueIntroduction to mobile marketing and its perceived valueMobile marketing is the newest marketing form that enables business entities to use mobile phones as an ultimate marketing vehicle, thus establishing a perpetual presence in the life of their customers, anytime, anywhere (Varnali, Toker, 2010). Although mobile marketing and mobile advertising are still in their infancy stage (Soroa-Koury, Yang, 2010), they are becoming a feasible marketing channel for interested marketers and advertisers (Mobile Marketing Association, 2007), providing the fact that mobile campaigns are successful only when they are not intrusive (Andrews, 2006). More than having unprecedented opportunities in building and fostering customer relationships (Varnali, Toker, 2010), the personal nature of the mobile instruments suggest that there is a strong compatibility between a customer's own values and a lifestyle involving mobile marketing services (Roach, 2009).The mobile media can offer added value that is based on the distinctive features of mobile devices, such as always with the user, always on and always connected (Varnali, Toker, 2010). By underlining the personal use of mobile devices, companies can consequently credit the gained information to a single user (Cleff, 2008). Through shifting individualized marketing communication in the focus of the strategic considerations of the company (Tripathi, Mittal, 2008), these can provide individual customized products, services and communication messages to every unique (potential) client (Tripathi, Mittal, 2008). A bidirectional, one-on-one communication with every single consumer tends to build a strong level of trust and commitment between companies and its individual clients, allowing for a rise in perceived utility and value of a company. Since consumer perceived value is the ultimately goal of business entities, there is a deep need to understand what elements and features of the mobile medium can provide value from a consumer's point of view (Varnali, Toker, 2010).Is has been suggested (Pura, 2005) that commitment and perceived value can be leveraged by offering emotional and fun experience in the right context and although a consumer may not intentionally seek emotional benefits during a consumption experience (Yang, Jolly, 2009), positive emotions play an important role on a subliminal level when thinking of further acquisition making processes. Trust in the marketer has been found to have a positive influence on the attitude towards mobile marketing and advertising (Karjaluoto, Lehto, et al., 2008), but adoption of mobile marketing depends both on the perceived utilitarian value and hedonic value (Bauer et al., 2007; Kleijnen, Ruyter, & Wetzels, 2007) of its provided services. Although it was supported that hedonic value has a stronger influence than utilitarian value when building attitudes towards mobile marketing (Bruner & Kumar, 2005), additional results (Kim & Hwang, 2006) show that higher level of maturity consumers have a tendency to more utilitarian values, while lower maturity level consumers tend to exhibit more hedonic value seeking.Despite the fact that value dimensions vary in number and type, most of them including utilitarian, hedonic, social and monetary value (Gummerus, Pihlstrom, 2011), the importance and co-existence of emotional and functional values were demonstrated on many mobile marketing instruments, such as mobile internet (Kim et al. …

PurposeThe main purpose of this paper is to explain the preferences of consumers for using online payment services. This paper applies a unified theory model named stimulus-organism-response (S-O-R) theory for exploration.Design/methodology/approachThis is quantitative research based on the structural equation modelling method. The stimulus-organism-response (S-O-R) theory was applied, whereby the author conducted an online survey through a structured questionnaire with users of mobile payment services. These consumers are using online payments for online shopping purposes. The survey was conducted all over India. The sample size is 355.FindingsThe study found that utilitarian, hedonic value and salesperson behaviour impact consumers satisfaction and behaviour while using online payment services. The study found that there is a significant direct relationship between consumer satisfaction and consumer behaviour. This study examines how financial mobile services contribute to e-commerce implementation, especially in the context of India.Practical implicationsThis study incorporates a variety of factors, including the behaviour of salespeople, which affect consumer happiness, satisfaction and behaviour intention. This study reveals a direct relationship between consumer satisfaction and behavioural intention. Accordingly, the use of mobile banking and digital financial services has a positive impact on customer satisfaction. This study suggested that awareness about e-commerce services and mobile financial services is an important aspect of consumers satisfaction. Effective e-commerce services and mobile financial services have a positive impact on consumer behaviour.Originality/valueThis is a comprehensive model used for online payment services and directly related to emerging economies like India. This study examines the consumer willingness of the digital market in relation to online payment services. This study contributes to the relevant literature by simultaneously examining the role of e-commerce platform characteristics and online consumer psychology in influencing behavioural intention. Numerous factors have been revealed by this investigation.

Purpose The study intends to see the impact of technology amenities, waiting time, Islamic values, safety and security and room quality on customer satisfaction (CS), ultimately leading to customer loyalty (CL). Emotional values as a moderator between CS and CL. Finally, see the relationship between CL and hotel performance. Design/methodology/approach The PLS-SEM technique is used to test hypotheses. Data was gathered via questionnaires from tourists in China. Findings Technology amenities, waiting time, Islamic values, safety and security and room quality increase CS, which leads to CL. Emotional values also increase CL. Emotional values strengthen between CS and CL. Finally, CL improves hotel performance. Practical implications Hotel management should prioritize technology amenities, waiting time, Islamic values, safety and security, room quality, emotional values, CS and CL to enhance hotel performance. Originality/value This research incorporates technology amenities, waiting time, Islamic values, safety and security and room quality to measure CS, ultimately influencing CL. Moreover, emotional values are used as a moderator between CS and CL. CL is a key metric used to measure hotel performance. Finally, this research can offer benefits to academicians and hotel management.

본 연구는 이동통신사의 멤버십카드를 소지한 고객을 대상으로 이동통신사가 제공하는 보상이 통신사만족에 영향을 미치는데 있어 성별의 조절효과를 확인하는 연구로서, AMOS의 개별모수 차이검증을 통해 보상프로그램 가치와 통신사 만족간의 관계에서 남녀 성별차이가 있는 지를 밝히고 보상프로그램 가치들간의 상대적 영향력의 차이를 비교하였다. 분석결과 먼저, 보상 쾌락성과 통신사 만족 간의 경로계수값이 유의하게 차이를 보여 남녀 성별이 조절효과를 가지고 있음을 확인하였다. 다음으로, 보상프로그램 가치들간의 상대적 영향력에서 있어서 남성은 보상 쾌락성이, 여성은 보상 실용성이 더 크게 영향을 미쳤고, 보상실용성에서는 여성이 남성보다, 보상 쾌락성에서는 남성이 여성보다 더 큰 영향을 미쳤다. This study focuses on the moderating effect of sex role on the relationship between perceived values on the reward program of tele-communication firms and customer satisfaction. To test moderating effect, Difference test for distinct parameters in Amos 18.0 program was used. Results show that both kind of perceived values(utilitarian value and hedonic value) have a significant effect on customer satisfaction. And the moderating effect of sex variable was verified. For male, hedonic value has influenced on the customer satisfaction more than utilitarian value. And for female, reversely, utilitarian value has influenced on the customer satisfaction more than female value.

This study aims to investigate the customer satisfaction and brand loyalty of ERKE sportswear in China. Because the ERKE brand market share has declined in China’s competitive sportswear market. The research questions focus on the factors influencing customer satisfaction and brand loyalty, while the hypotheses examine the impact of price value, hedonic value, service quality, and perceived sensory experience on customer satisfaction and brand loyalty. Meanwhile, the study adopts a purposive sampling technique and collects data through an online questionnaire distributed to 226 participants in Foshan, a second-tier city in China. Various statistical analyses, including frequency analysis, reliability analysis, correlation analysis, T-test, ANOVA, and linear regression analysis, are conducted using SPSS software. The findings reveal the importance of price value, hedonic value, service quality, and perceived sensory experience in influencing customer satisfaction and brand loyalty. Based on the results, practical recommendations are provided, including the need for marketers to consider these factors in their strategies, develop brand differentiation strategies, utilize big data and artificial intelligence for precise marketing plans, and enhance pre-sales and after-sales services. These findings contribute to the understanding of consumer behavior and provide valuable insights for the sportswear industry in China.

Marketing via social media has fast communication and diverse consumers. The research applies the Pleasure-Arousal Dominance (PAD) Model to show the influence of pleasure to explain the influence of stimulation on a person's behavioral intentions. Research aimed at determining the influence of digital marketing using social media has been widely carried out, but few have researched the emotional factors and values ​​that influence purchase intentions using live broadcasts such as TikTok Shop and Shopee. This research uses quantitative research and is analyzed using SmartPLS 3. The findings of the study indicate that while hedonic value has no bearing on purchase intention, utilitarian value does. Emotional pleasure has a role in mediating the relationship between hedonic value and utilitarian value on purchase intention. Flow experience is also proven to be a moderating variable in increasing the impact of utilitarian and hedonistic values on buying intention. Nevertheless, the link between hedonic and utilitarian values on purchase intention is not moderated by flow experience.

This study presents a framework and viewpoint on the intellectual structure and evolution of customer experience research in the service literature. Using the Scopus database, journal articles on customer experience have been extracted and examined to unearth the source knowledge and main themes via a two-step approach of bibliometric (citation and co-citation) and content analyses. The bibliometric analysis has revealed five main clusters of the knowledge domain: (1) methodology and information technology, (2) customer co-creation of value, (3) service quality and customer satisfaction, (4) tourist experience, (5) customer perception in service environments. Based on the literature review, content analysis was subsequently performed to reveal recent articles from each cluster. Overall, this article comprehensively examines customer experience literature in the service industries. Results present a holistic comprehension of the knowledge domain, reveal scientific progress, and provide main directions and questions for further academic efforts.

This research examined the impact of customer’ perceived value on CRM in Business to Business (B2B) agrochemical agribusinesses in Sri Lanka. Customer perceived value was measured by economical value, emotional value and social value based on standard 36 attributes. A total of 110 respondents including distributors and direct dealers engaged in agrochemical marketing covering all island were interviewed. Results were obtained by both descriptive and inferential statistics. Two mediating variables; customer satisfaction and customer loyalty were used to find the impact of customer perceived value on relationship marketing attributes. Findings revealed that dealers perceived slightly higher economical values than emotional values and comparatively low social values. Weaker but positive correlations were found between dealer’s perceived emotional, economic and social values with their satisfaction and customer loyalty. Customer satisfaction and customer loyalty had mediating effects to the relationship of customer perceived value with CRM attributes hence with relationship marketing. The findings provide utilizable model for the agro chemical manufacturing companies to enhance dealer’s perceived value that contribute to higher dealer satisfaction, loyalty hence re-purchase behaviour and long term customer retention.

Purpose - This article aims to examine the current state of research on consumer behaviour during the COVID 19 pandemic through bibliometric analysis and a critical review of the literature. By identifying key thematic clusters, emerging trends, and research gaps, the study aims to evaluate the scope of knowledge in this area. Research method - In this paper, bibliometric analysis was used as a research method, supplemented by content analysis of literature selected from the Scopus database. The authors also carried out a keyword co occurrence analysis using VOSviewer software. Results - The bibliometric analysis revealed that most publications on consumer behaviour during the COVID 19 pandemic concerned the hospitality sector. Five clusters were identified: (1) Digital consumption and trade, (2) Consumer attitudes and risk perceptions, (3) Buying behaviour, risk perceptions, and technology, (4) Protective motivation, and (5) Short term rental. Research topics evolved from social distancing and health concerns to e-commerce and digital technologies. Originality / value / implications / recommendations - Publications on consumer behaviour during the coronavirus pandemic continually emerge, necessitating knowledge updates. Understanding the latest trends aids future research and business practices in crises.

This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.

This research was motivated by the growth of Emerald Garden Medan hotel which began to decline. This causes hotels in the city of Medan to be able to develop offerings in various aspects in order to increase hotel visits and provide optimal satisfaction for consumers. One of the conditions for a hotel to be successful in future competition is to strive to achieve its goals by creating and retaining customers. The role of hotels as a suggestion is to meet consumer needs is becoming increasingly important to society. This study aimed to test whether service quality, emotional value has an effect on customer satisfaction either partially or simultaneously at the Emerald Garden Medan Hotel. The population in this study amounted to 100 respondents with the sampling technique of Accidental Sampling. The analysis technique used is multiple linear regression. The results showed that service quality had a positive and significant effect on customer satisfaction at Emerald Garden Hotel Medan, emotional value had a positive and significant effect on customer satisfaction at Emerald Garden Hotel Medan. Service quality and emotional value have a positive and significant effect simultaneously on customer satisfaction at Emerald Garden Hotel Medan.

ABSTRACTThis study aims to conduct a comprehensive bibliometric analysis of research on circular economy and sustainable fashion consumption. By examining the existing literature, we seek to identify key predictors that influence consumer behaviour and adoption of sustainable fashion practices within a circular economy framework. Using a bibliometric approach, we will analyse a large dataset of scholarly publications to identify research trends, most productive countries and relevant sources. Through text mining techniques, we will extract keywords, co‐citation networks and citation analysis to uncover the most prominent predictors influencing sustainable fashion consumption. Drawing on prominent theories such as the Theory of Planned Behaviour, SHIFT model and Goal Framing Theory, we will draw up a conceptual model of potential predictors such as environmental awareness, trust, social influence, hedonic value and fashion consciousness. This study will contribute to a deeper understanding of the factors driving sustainable fashion consumption and provide valuable insights for policymakers, businesses and consumers. By identifying key predictors, we can develop more effective strategies to promote sustainable fashion practices and transition towards a circular economy.