{"title":"The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services","authors":"Trevor Smith","doi":"10.1108/sjme-06-2019-0036","DOIUrl":null,"url":null,"abstract":"The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth.,The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares).,The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands.,The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers.,The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.,El proposito de este estudio es doble. Primero, explorar el papel de algunos rasgos de personalidad del cliente para explicar su satisfaccion en los servicios moviles. Segundo, explorar la relacion entre la satisfaccion y la lealtad de los clientes de servicios moviles, mediada por la actitud hacia la marca considerando la feroz competencia y el rapido crecimiento de la industria.,El estudio utilizo un diseno transversal y una encuesta de clientes de servicios moviles. Para el analisis empirico se utilizaron modelos de ecuaciones estructurales (PLS),Los resultados sugieren que los clientes agradables, neuroticos y abiertos a nuevas experiencias tienen mas probabilidades de estar satisfechos con los servicios moviles que otros tipos de clientes. Ademas, el vinculo satisfaccion-lealtad esta mediado por la actitud hacia la marca. Por lo tanto, la satisfaccion no es un precursor directo de la lealtad en servicios moviles. La lealtad se logra cuando el proveedor de servicios se centra simultaneamente en la satisfaccion del cliente y cuida la actitud hacia la marca.,El estudio identifico los rasgos de personalidad de los clientes que llevan a la satisfaccion y el camino hacia la lealtad del cliente en el sector de los servicios moviles. Con esta informacion, los proveedores de servicios de telefonia movil deberian estar mejor capacitados para dirigirse a los clientes y retenerlos.,El estudio ofrece nuevas perspectivas sobre el comportamiento del cliente al utilizar los rasgos de la personalidad para identificar los requisitos que permiten lograr la satisfaccion del cliente, su lealtad y mejorar la actitud hacia la marca.","PeriodicalId":37428,"journal":{"name":"Spanish Journal of Marketing - ESIC","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"37","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Spanish Journal of Marketing - ESIC","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/sjme-06-2019-0036","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 37
Abstract
The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth.,The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares).,The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands.,The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers.,The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.,El proposito de este estudio es doble. Primero, explorar el papel de algunos rasgos de personalidad del cliente para explicar su satisfaccion en los servicios moviles. Segundo, explorar la relacion entre la satisfaccion y la lealtad de los clientes de servicios moviles, mediada por la actitud hacia la marca considerando la feroz competencia y el rapido crecimiento de la industria.,El estudio utilizo un diseno transversal y una encuesta de clientes de servicios moviles. Para el analisis empirico se utilizaron modelos de ecuaciones estructurales (PLS),Los resultados sugieren que los clientes agradables, neuroticos y abiertos a nuevas experiencias tienen mas probabilidades de estar satisfechos con los servicios moviles que otros tipos de clientes. Ademas, el vinculo satisfaccion-lealtad esta mediado por la actitud hacia la marca. Por lo tanto, la satisfaccion no es un precursor directo de la lealtad en servicios moviles. La lealtad se logra cuando el proveedor de servicios se centra simultaneamente en la satisfaccion del cliente y cuida la actitud hacia la marca.,El estudio identifico los rasgos de personalidad de los clientes que llevan a la satisfaccion y el camino hacia la lealtad del cliente en el sector de los servicios moviles. Con esta informacion, los proveedores de servicios de telefonia movil deberian estar mejor capacitados para dirigirse a los clientes y retenerlos.,El estudio ofrece nuevas perspectivas sobre el comportamiento del cliente al utilizar los rasgos de la personalidad para identificar los requisitos que permiten lograr la satisfaccion del cliente, su lealtad y mejorar la actitud hacia la marca.
这项研究的目的是双重的。首先是探索一些客户人格特征在解释移动服务客户满意度中的作用。其次,考虑到竞争激烈和行业快速增长,探讨移动服务客户满意度与忠诚度之间的关系,并以品牌态度为中介。该研究采用了横断面设计,并对移动服务客户进行了调查。实证分析采用结构方程模型(偏最小二乘法)。结果表明,随和、神经质、乐于接受新体验的客户比其他性格类型的客户更有可能对移动服务感到满意。此外,顾客对品牌的态度完全中介了顾客满意-忠诚的关系。因此,在移动服务业务中,满意度并不是忠诚度的直接驱动因素,当服务提供商同时关注客户满意度和他们对品牌的态度时,忠诚度就会实现。该研究确定了移动服务行业客户满意度的人格特质驱动因素以及客户忠诚度的路径。有了这些信息,移动服务提供商应该能够更好地定位和留住客户。该研究通过使用个性特征来识别实现客户满意度、客户忠诚度和品牌态度的需求,为客户行为提供了新的见解。El proposito de este estudio is double。首先,探索客户个性化的研究方法,以明确客户对服务的满意度。第二,探索关系中心的满意度,通过法律、客户、服务、电影、媒体、商业活动、市场考虑和商业能力,通过快速发展的行业发展。El工作室采用横向的方式为客户提供电影服务。本文采用实证分析方法,利用结构优化模型(PLS),分析了结构优化模型(PLS)对客户可扩展性的影响,结构优化模型(PLS)对客户可扩展性的影响,结构优化模型(PLS)对客户可扩展性的影响,结构优化模型(PLS)对客户可扩展性的影响,结构优化模型(PLS)对客户可扩展性的影响,结构优化模型(PLS)对新体验的影响,结构优化模型(PLS)对客户满意度的影响,结构优化模型(PLS)的影响。因此,人们的满意度与满意度是一致的。可怜的保罗·坦托,令人满意的是,他并没有成为合法服务电影的先驱。合法的服务提供商的服务可以集中同时进行,并通过客户的指导和行为来提高客户的满意度。我们的工作室在设计过程中注重客户的个性化,注重客户的满意度,注重客户的合法性,注重客户的服务。与此同时,在信息方面,我们也为客户提供了服务,为客户提供了服务,为客户提供了服务。El studio office of nuevas perspectivas as sobre El portfolio to del客户;利用者;个性;独特的需求;允许客户满意;
期刊介绍:
Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.