1TowsonUniversity 2University ofGeorgia Correspondence KyongseokKim,DepartmentofMassCommunicationandCommunicationStudies, Towson University, 8000YorkRoad, Towson,MD21252. Email: [email protected] Abstract Guided by the framework of self-determination theory (SDT), this study examined the effects of external rewards on undermining customers’ intrinsic motivation to engage in a retail loyal...

JEL Classification: L21, L25, M14, O34 This study determined that the sustainable value of an enterprise involves not only financial performance but also nonfinancial performance. Therefore, intellectual capital (IC) and corporate social responsibility (CSR) were applied to determine value drivers for creating corporate stakeholder value and sustainable competitive advantages. No overall value ...

The purpose of this study was to examine age and gender differences in the quality of sport friendship, assess the relationship between friendship quality and motivation related variables, and obtain additional support for the validity of the Sport Friendship Quality Scale (SFQS; Weiss & Smith, 1999). Tennis players (N = 191, ages 10–18 years) completed the SFQS and other measures salient to th...

As people increasingly play online games, numerous new features have been proposed to increase players' log-on time at online gaming sites. However, few studies have investigated why people continue to play certain online games or which design features are most closely related to the amount of time spent by players at particular online gaming sites. This study proposes a theoretical model using...

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

4 Due to the vast amount of user data tracked online, the use of data-based analytical methods is 5 becoming increasingly common for e-businesses. Recently, the term analytical eCRM has been 6 used to refer to the use of such methods in the online world. A characteristic of most of the current 7 approaches in eCRM is that they use data collected about users' activities at a single site only. As...

This paper presents an industry equilibrium model where firms can choose to engage in corporate social responsibility (CSR) activities. We model CSR activities as an investment in customer loyalty and show that CSR decreases systematic risk. This e§ect is stronger for firms producing di§erentiated goods and when consumers’ expenditure share on CSR goods is small. We find supporting evidence for...

The rationale of this study is to look at the association between services quality of Pakistani hotel and to scrutinize cause on customer satisfaction, brand image and customer loyalty. The primary data was collected from 5 and 8 star hotels of Pakistan. The response rate was 86%. Structural equation modeling (SEM) technique was used to analyze the data. The findings suggested that high quality...

Recommendation and repurchase intentions are the two most important dimensions of customer loyalty. Latent satisfaction thresholds at the individual level, if obtained, can function as an additional valid and effective criterion to satisfaction ratings in determining customer behavior. Hence, customer segmentation based on these thresholds can help firms optimize their resources to improve cust...

Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement, volitional choice and informational complexity) on affective, calculative and normative commitment to ...