ORCID Profile
0000-0001-7435-220X
Current Organisations
Monash University
,
Singapore University of Social Sciences
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Publisher: Emerald
Date: 12-2002
DOI: 10.1108/09604520210451902
Abstract: This paper examines the relationship between service quality and overall relationship quality on two levels of retail relationships (employee and company level). Responses were received from 1,261 shoppers in a retail chain departmental store setting in Victoria, Australia. Findings indicate that there is a positive and direct relationship between service quality and relationship quality. The results show that empathy is the most significant contributor to relationship quality at both the employee and company levels. Implications for the management of customer relationships are discussed, while limitations and future research directions are proposed.
Publisher: Springer International Publishing
Date: 2020
Publisher: Wiley
Date: 09-08-2021
DOI: 10.1002/CB.1978
Abstract: In the recent years, consumers are increasingly engaging in dynamic interactions with their preferred brands through online brand communities. Although Facebook has been commonly used as the social media platform for online brand communities, less is known with respect to the success factors for these brand communities. This study examines the nature of peer‐initiated brand communities by proposing and testing a conceptual framework that encompasses brand community identity, brand community engagement, brand love, and brand loyalty. The study investigates the dimensions of brand community identity and engagement, namely the affective and cognitive dimensions, and the moderating effect of brand community involvement. A total of 205 respondents were recruited via the Facebook social media platform of a peer‐initiated brand community. The results show that brand community identity affects brand community engagement for both affective and cognitive dimensions, with cognitive engagement predicting brand love. The moderating role of brand community involvement and the positive relationship between brand love and loyalty are confirmed. The findings contribute to knowledge and practice by highlighting the factors that can strengthen a brand's social media presence and consumer‐brand relationships.
Publisher: Emerald
Date: 09-2003
DOI: 10.1108/08876040310486285
Abstract: This study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to‐firm (store level). A total of 1,261 surveys were administered to shoppers who were leaving a large chain departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service quality, the most significant predictor of customer loyalty at a company level is tangibles, while the most significant predictor of customer loyalty at an interpersonal level is empathy. Further discussion and managerial implications can be drawn from these findings.
Publisher: IEEE
Date: 05-12-2021
Publisher: Emerald
Date: 09-12-2022
DOI: 10.1108/IJRDM-09-2021-0413
Abstract: Integrating uses and gratifications theory with social exchange theory, this study examines the antecedents of online brand community commitment and engagement and their impact on offline purchase intention. Purposive s ling was used to administer an online survey to 205 members of a Facebook brand community of a global retailer. The results verified the significant influence of online self-congruity on commitment and engagement and confirmed the full mediating role of engagement between commitment and offline purchase intention. The study focused on a global chain retailer's peer-initiated online brand community as the focal data collection site. The findings provide several managerial implications that can help retailers understand consumer behaviors in peer-initiated online brand communities. The study offers insights into the dynamics between in idual and group characteristics in online brand communities.
Publisher: Emerald
Date: 12-2003
DOI: 10.1108/13522750310495337
Abstract: This exploratory study investigates the nature of customer evaluations of their service encounters in a retail chain departmental store setting in Victoria, Australia. The focus of the study is to understand how a customer perceives positive and negative encounters with regard to shopping at the retail chain. To accomplish these objectives, data were gathered by means of focus group interviews with customers of four retail stores. These customers were asked to recall positive and negative critical incidents with regard to their shopping experiences at the retail store. The results showed that positive critical incidents foster customer satisfaction, customer loyalty, and repurchase intentions, while negative critical incidents affected customer behaviour and led to customer complaints, reduced willingness to patronise the retail firm, and to the spread of negative word‐of‐mouth behaviour. Using this and additional information gathered in the interviews, implications are drawn regarding both the value of the methodology and the results for managers in this type of retail business.
Publisher: Emerald
Date: 09-2003
DOI: 10.1108/02634500310490247
Abstract: This study attempts to examine the relationship between the dimensions of service quality and customer loyalty in a retail chain departmental store setting in Victoria, Australia. The focus of the study is on the differences between two retail districts namely, the city retail district, consisting of, primarily, two retail stores located approximately 20km from the city of Melbourne ( n = 339) and the country retail district, consisting of, primarily, two retail stores located approximately 200km from the city of Melbourne ( n = 324). The results showed that service quality is positively associated with customer loyalty, and that the most significant predictor of customer loyalty in the city retail district is empathy, while the most significant predictor of customer loyalty in the country retail district is tangibles. Further discussion and managerial implications can be interpreted from these findings
Publisher: Informa UK Limited
Date: 13-06-2006
Publisher: Elsevier BV
Date: 2023
Publisher: Informa UK Limited
Date: 19-04-2004
Publisher: Wiley
Date: 12-02-2009
Publisher: Emerald
Date: 04-1999
DOI: 10.1108/09604529910257920
Abstract: Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid‐luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as “employees”. The findings also show that the one‐column format questionnaire provides a valid and reliable, but much shorter, survey. The major implication for managers is that improvements in the behaviour and appearance of their employees is most likely to enhance consumer perceptions of service quality.
Publisher: Emerald
Date: 03-2006
DOI: 10.1108/02656710610648215
Abstract: The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment. Based on the literature, a model of relationship strength is developed and empirically tested with a s le of consumers in a chain departmental store setting in Victoria, Australia. The model investigates the effect of service quality, trust, and commitment on relationship strength. The model then seeks to explore the impact of relationship strength on attitudinal outcomes such as relationship quality and behavioral outcomes such as customer loyalty. Interrelationships among these variables are also considered. The data are analysed using LISREL VIII as the proposed research model consists of a simultaneous system of equations having latent constructs and multiple indicators. Overall, the findings were consistent with hypotheses from the marketing/management literature. Empirical support is provided for the relationship between service quality and trust. Although this study found significant relationships between the constructs in the research model, it should be taken into account that the levels of variance explained are relatively modest given the large s le size. In addition, the relationship strength model was tested using a cross sectional design making casual assessments difficult. The research findings could be generalized to services that share some common characteristics with regard to the nature of customer relationships in the retail industry, for ex le, banking, accounting, and insurance services.
Publisher: Emerald
Date: 2002
DOI: 10.1108/09590550210415248
Abstract: Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.
Publisher: Emerald
Date: 08-08-2023
DOI: 10.1108/APJBA-03-2023-0104
Abstract: Utilizing the Stimulus-Organism-Response framework, this study examines how stimuli such as green sustainability efforts and brand image affect organisms namely brand experience and brand trust, leading to brand-related outcomes such as brand affinity, brand satisfaction and purchase intention in the soft drink industry in Singapore. An online survey was administered to a total of 243 members of several Singapore-based Facebook groups. The data were analyzed using structural equation modeling. The results show the positive effects of green sustainability efforts on brand image, brand experience and brand trust. Brand experience affects brand satisfaction, brand affinity and purchase intention, whereas brand trust affects brand satisfaction and purchase intention. Moreover, the mediating roles of brand experience and brand trust are verified. To build strong consumer-brand relationships, managers can elevate brand experience and brand trust through the implementation of green sustainability efforts. This study adds to the body of green sustainability literature by verifying the mediating effect of brand experience and brand trust in the relationship between green sustainability efforts and brand-related outcomes. The study clarifies the direct and indirect antecedents of brand affinity, brand satisfaction and purchase intention.
Publisher: Informa UK Limited
Date: 07-07-2021
Publisher: Informa UK Limited
Date: 08-09-2020
Publisher: Elsevier BV
Date: 03-2009
Publisher: Emerald
Date: 10-2004
DOI: 10.1108/09604520410557976
Abstract: This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional satisfaction and key concepts, such as service quality, customer loyalty, and relationship quality, and clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. In doing so, this study used the relationship between emotional satisfaction, service quality, customer loyalty, and relationship quality as a context, as well as data from a s le survey of 1,261 Australian retail customers concerning their evaluation of their shopping experiences to address this issue. The results show that service quality is positively associated with emotional satisfaction, which is positively associated with both customer loyalty and relationship quality. Further investigations showed that customers' feelings of enjoyment serve as the best predictor of customer loyalty, while feelings of happiness serve as the best predictor of relationship quality. The findings imply the need for a service firm to strategically leverage on the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long‐term profitability.
Publisher: Elsevier BV
Date: 11-2023
Publisher: Inderscience Publishers
Date: 2020
Publisher: Informa UK Limited
Date: 06-02-2023
Publisher: Elsevier BV
Date: 03-2022
No related grants have been discovered for Amy Wong.