Re-patronage on chain stores: mediating and moderating role of customer engagement and experiential value

References

• Ahn, J. (2023). Role of brand heritage in local and franchise restaurant service. Total Quality Management & Business Excellence, 34(13–14), 1882–1895. https://doi.org/10.1080/14783363.2023.2211012
   Web of Science ®Google Scholar
• Aksoy, L., Banda, S., & Pansari, A. (2021). Marketing’s role in multi-stakeholder engagement. International Journal of Research in Marketing, 39(2), 445–461. https://doi.org/10.1016/j.ijresmar.2021.09.014
   Web of Science ®Google Scholar
• Amrut, S., & Ann, M. F. (2018). The path to mall patronage intentions is paved with 4E-based experiential value for Indian consumers. International Journal of Retail & Distribution Management, 46(5), 442–465. https://doi.org/10.1108/IJRDM-07-2017-0152
   Web of Science ®Google Scholar
• An, M.-A., & Han, S.-L. (2020). Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment. Journal of Business Research, 120, 389–397. https://doi.org/10.1016/j.jbusres.2020.02.044
   Web of Science ®Google Scholar
• Arici, H. E., Köseoglu, M. A., & Sökmen, A. (2022). The intellectual structure of customer experience research in service scholarship: A bibliometric analysis. The Service Industries Journal, 42(7-8), 514–550. https://doi.org/10.1080/02642069.2022.2043286
   Web of Science ®Google Scholar
• Athanasopoulou, P. (2008). Antecedents and consequences of relationship quality in athletic services. Managing Service Quality: An International Journal, 18(5), 479–495. https://doi.org/10.1108/09604520810898848
   Google Scholar
• Bednall, D. H. B., Oppewal, H., Laochumnanvanit, K., & Nguyen, C. (2018). A trial engagement? Innovative free and other service trials. Journal of Services Marketing, 32(1), 46–56. https://doi.org/10.1108/JSM-12-2016-0420
   Web of Science ®Google Scholar
• Bilgili, B., Ozkul, E., & Koc, E. (2020). The influence of colour of lighting on customers’ waiting time perceptions. Total Quality Management & Business Excellence, 31(9–10), 1098–1111. https://doi.org/10.1080/14783363.2018.1465814
   Web of Science ®Google Scholar
• Chang, C.-W., Huang, H.-C., Wang, S.-J., & Lee, H. (2021). Relational bonds, customer engagement, and service quality. The Service Industries Journal, 41(5–6), 330–354. https://doi.org/10.1080/02642069.2019.1611784
   Web of Science ®Google Scholar
• Chang, H.-T., Chou, Y.-J., Miao, M.-C., & Liou, J.-W. (2021). The effects of leadership style on service quality: Enrichment or depletion of innovation behaviour and job standardization. Total Quality Management & Business Excellence, 32(5–6), 676–692. https://doi.org/10.1080/14783363.2019.1626708
   Web of Science ®Google Scholar
• Chen, X., Jiao, C., Ji, R., & Li, y. (2021). Examining customer motivation and its impact on customer engagement behavior in social media: the mediating effect of brand experience. Sage Open, October-December, 1–16.
   Google Scholar
• Chuah, S. H. W., Sujanto, R. Y., Sulistiawan, J., & Aw, E. C. X. (2022). What is holding customers back? Assessing the moderating roles of personal and social norms on CSR’S routes to Airbnb repurchase intention in the COVID-19 era. Journal of Hospitality and Tourism Management, 50, 67–82. https://doi.org/10.1016/j.jhtm.2021.12.007
   Web of Science ®Google Scholar
• Chunghwa Telecom. (2023). Chunghwa telecom annual report. Accessed January 20, 2024, https://www.cht.com.tw/zh-TW/home/cht/-/media/Web/PDF/Investors/Annual-Report/2021/2021_annual-report_en_update.pdf
   Google Scholar
• Echeverri, P. (2021). Interaction value formation spaces: Configurations of practice-theory elements in service ecosystems. Journal of Services Marketing, 35(9), 28–39. https://doi.org/10.1108/JSM-03-2021-0084
   Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Garbas, J., Blaurock, M., Büttgen, M., & Ates, Z. (2023). How can customers cope with cognitive demands of professional services? The role of employee coping support. Psychology & Marketing, 40(5), 867–887. https://doi.org/10.1002/mar.21788
   Web of Science ®Google Scholar
• Gilal, N. G., Zhang, J., & Gilal, F. G. (2018). Linking product design to consumer behavior: The moderating role of consumption experience. Psychology Research and Behavior Management, Volume 11(2), 169–185. https://doi.org/10.2147/PRBM.S161384
   Google Scholar
• Gordis, L. (2008). Epidemiology (4th ed). Saunders Elsevier.
   Google Scholar
• Grace, D., & O'Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450–461. https://doi.org/10.1108/08876040410557230
   Google Scholar
• Haigh, R. (2023). Tech downturn slashes billions from value of world’s most valuable brands. Brand Finance Global 500 2023. Accessed January 20, 2023. https://brandirectory.com/rankings/global/
   Google Scholar
• Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford Press.
   Google Scholar
• Helkkula, A., Arnould, E., & Chen, A. (2022). Glocalization in service cultures: Tensions in customers’ service expectations and experiences. Journal of Service Research, 26(2), 233–250. https://doi.org/10.1177/10946705221094638
   Web of Science ®Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Bordie, R. J. (2014). Consumer brand engagement in social media: conceptualization, scale development, and validation. Journal of Interactive Marketing, 28(2), 149–165.
   Web of Science ®Google Scholar
• Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R., & Putra, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. The Journal of Asian Finance, Economics and Business, 7(9), 427–438. https://doi.org/10.13106/jafeb.2020.vol7.no9.427
   Web of Science ®Google Scholar
• Jyoti, J., Kour, S., & Sharma, J. (2017). Impact of total quality services on financial performance: Role of service profit chain. Total Quality Management & Business Excellence, 28(7-8), 897–929. https://doi.org/10.1080/14783363.2016.1274649
   Web of Science ®Google Scholar
• Kah, J. A., Shin, H. J., & Lee, S.-H. (2022). Traveler sensoryscape experiences and the formation of destination identity. Tourism Geographies, 24(2-3), 475–494. https://doi.org/10.1080/14616688.2020.1765015
   Web of Science ®Google Scholar
• Kim, H., Huh, C., Song, C., & Lee, M. J. (2021). How can hotel smartphone apps enhance hotel guest experiences? An integrated model of experiential value. Journal of Hospitality and Tourism Technology, 12(4), 791–815. https://doi.org/10.1108/JHTT-07-2020-0176
   Web of Science ®Google Scholar
• Kim, J.-H., & Song, H. (2022). Examining the influence of multiple dimensions of authentic dining experiences. The Service Industries Journal, Published online: 03 May 2022, https://doi-org.ezproxy.lib.tku.edu.tw/10.1080/02642069.2022.2059074.
   Web of Science ®Google Scholar
• Lamotte, O., Chalençon, L., & Colovic, A. (2021). Intangible resources and cross-border acquisition decisions: The impact of reputation and the moderating effect of experiential knowledge. Journal of Business Research, 131, 297–310. https://doi.org/10.1016/j.jbusres.2021.03.044
   Web of Science ®Google Scholar
• Lau, R. S., & Cheung, G. W. (2012). Estimating and comparing specific mediation effects in complex latent variable models. Organizational Research Methods, 15(1), 3–16. https://doi.org/10.1177/1094428110391673
   Web of Science ®Google Scholar
• Lee, J. S., & Min, C. K. (2016). Examining the quality antecedents and moderating effects of experiential value in a mega-event. Journal of Travel & Tourism Marketing, 33(3), 326–347. https://doi.org/10.1080/10548408.2015.1051642
   Web of Science ®Google Scholar
• Li, S. (2021). Linking servicescape and customer engagement: An investigation in the hotel context. International Journal of Hospitality Management, 94(2), 102880. https://doi.org/10.1016/j.ijhm.2021.102880
   Google Scholar
• Li, S., & Wei, M. (2021). Hotel servicescape and customer citizenship behaviors: Mediating role of customer engagement and moderating role of gender. International Journal of Contemporary Hospitality Management, 33(2), 587–603. https://doi.org/10.1108/IJCHM-07-2020-0656
   Web of Science ®Google Scholar
• Line, N. D., & Hanks, L. (2020). A holistic model of the servicescape in fast casual dining. International Journal of Contemporary Hospitality Management, 32(1), 288–306. https://doi.org/10.1108/IJCHM-04-2019-0360
   Web of Science ®Google Scholar
• Malik, S. A., Akhtar, F., Raziq, M. M., & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management & Business Excellence, 31(3-4), 263–278. https://doi.org/10.1080/14783363.2018.1426451
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
   Web of Science ®Google Scholar
• Park, S.-J., Yi, Y., & Lee, Y.-R. (2022). The linkages between alternative models measuring service quality. Total Quality Management & Business Excellence, 33(11–12), 1264–1294. https://doi.org/10.1080/14783363.2021.1947790
   Web of Science ®Google Scholar
• Polyakova, O., & Ramchandani, G. (2020). Perceived service quality among regular users of gyms in public sports centres in the UK. Managing Sport and Leisure, 26, 1–20. https://doi.org/10.1080/23750472.2020.1853594
   Google Scholar
• Rabiul, K., Promsivapallop, P., & Patwary, A. K. (2022). Fostering quality customer service during COVID-19: The role of managers’ oral language, employee work engagement, and employee resilience. Journal of Hospitality and Tourism Management, 53(1), 50–60. https://doi.org/10.1016/j.jhtm.2022.09.002
   Google Scholar
• Satti, Z. W., Babar, S. F., & Ahmad, H. M. (2021). Exploring mediating role of service quality in the association between sensory marketing and customer satisfaction. Total Quality Management & Business Excellence, 32(7-8), 719–736. https://doi.org/10.1080/14783363.2019.1632185
   Web of Science ®Google Scholar
• Shahid, S., Paul, J., Gilal, F. G., & Ansari, S. (2022). The role of sensory marketing and brand experience in building emotional attachment and brand loyalty in luxury retail stores. Psychology & Marketing, 39(7), 1398–1412. https://doi.org/10.1002/mar.21661
   Web of Science ®Google Scholar
• Shang, B., & Bao, Z. (2022). How repurchase intention is affected in social commerce? An empirical study. Journal of Computer Information Systems, 62(2), 326–336. https://doi.org/10.1080/08874417.2020.1812133
   Web of Science ®Google Scholar
• Shashikala, R., & Suresh, A. M. (2013). Building consumer loyalty through servicescape in shopping malls. IOSR Journal of Business and Management, 10(6), 11–17. https://doi.org/10.9790/487X-1061117
   Google Scholar
• Sung, H., & Lee, W. (2015). The effect of basic, performance and excitement service factors of a convention center on attendees' experiential value and satisfaction: A case study of the phoenix convention center. Journal of Convention and Event Tourism, 16(3), 175–199.
   Web of Science ®Google Scholar
• Tal, A., Gvili, Y., & Amar, M. (2022). The influence of companies’ moral associations on the product consumption experience: The role of moral disgust. Psychology & Marketing, 39(10), 1871–1887. https://doi.org/10.1002/mar.21704
   Web of Science ®Google Scholar
• Taylor, A., Carlson, J., & Rahman, M. (2023). Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective. Journal of Business Research, 154(1), 113284. https://doi.org/10.1016/j.jbusres.2022.08.048
   Google Scholar
• Temerak, M. S., Zhang, R. W., & Lages, C. R. (2023). Observing customer stress and engagement: An intercultural perspective. Psychology & Marketing, 40(5), 910–925. https://doi.org/10.1002/mar.21791
   Web of Science ®Google Scholar
• Touni, R., Kim, W. G., & Rady, A. (2022). Customer engagement and hotel booking intention: The mediating and moderating roles of customer-perceived value and brand reputation. International Journal of Hospitality Management, 104(1), 103246. https://doi.org/10.1016/j.ijhm.2022.103246
   Google Scholar
• Ugolini, M., Rossato, C., & Baccarani, C. (2014). A five-senses perspective to quality in hospitals. The TQM Journal, 26(3), 284–299. https://doi.org/10.1108/TQM-01-2014-0010
   Google Scholar
• Wu, H.-C., Xu, H., & Wu, T.-P. (2022). Service innovation, experiential relationship quality and shopping outcomes in a smart unmanned store. Journal of Marketing Communications, Published online: 24 Aug 2022. https://doi-org.ezproxy.lib.tku.edu.tw/10.1080/13527266.2022.2113910.
   Google Scholar
• Wu, L., Yang, W., Gao, Y., & Ma, S. (2022). Feeling luxe: A topic modeling × emotion detection analysis of luxury hotel experiences. Journal of Hospitality & Tourism Research, First published online June 30, 2022. https://doi-org.ezproxy.lib.tku.edu.tw/10.1177/1096348022110322.
   Web of Science ®Google Scholar
• Yang, J., Jin, X., Le, W., & Sheng, F. (2021). Exploring service quality model from the perspective of sensory perception. Total Quality Management & Business Excellence, 32, 13–14. https://doi.org/10.1080/14783363.2020.1747425
   Web of Science ®Google Scholar
• Yarimoglu, E., & Ataman, G. (2022). How service quality in hospitals varies based on hospital ownership and demographics: A study on Turkish patients living urban areas. Total Quality Management & Business Excellence, 33(7–8), 777–793. https://doi.org/10.1080/14783363.2021.1890576
   Web of Science ®Google Scholar
• Zhang, S.-N., Li, Y.-Q., Liu, C.-H., & Ruan, W.-Q. (2019). How does authenticity enhance flow experience through perceived value and involvement: The moderating roles of innovation and cultural identity. Journal of Travel & Tourism Marketing, 36(6), 710–728. https://doi.org/10.1080/10548408.2019.1625846
   Web of Science ®Google Scholar
• Żyminkowska, K., Perek-Białas, J., & Humenny, G. (2023). The effect of product category on customer motivation for customer engagement behaviour. International Journal of Consumer Studies, 47(1), 299–316. doi:10.1111/ijcs.12837
   Web of Science ®Google Scholar