Examining the relationship between customer bonding, customer participation, and customer satisfaction

Yi, HT; Yeo, CK; Amenuvor, FE; Boateng, H

Examining the relationship between customer bonding, customer participation, and customer satisfaction

Yi, HT Yeo, CK Amenuvor, FE Boateng, H

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Publisher:: Elsevier BV
Publication Type:: Journal Article
Citation:: Journal of Retailing and Consumer Services, 2021, 62, pp. 102598
Issue Date:: 2021-09-01

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Field	Value	Language
dc.contributor.author	Yi, HT
dc.contributor.author	Yeo, CK
dc.contributor.author	Amenuvor, FE
dc.contributor.author	Boateng, H https://orcid.org/0000-0002-7949-5557
dc.date.accessioned	2022-05-03T20:10:57Z
dc.date.available	2022-05-03T20:10:57Z
dc.date.issued	2021-09-01
dc.identifier.citation	Journal of Retailing and Consumer Services, 2021, 62, pp. 102598
dc.identifier.issn	0969-6989
dc.identifier.uri	http://hdl.handle.net/10453/156971
dc.description.abstract	This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also show that customer participation, customer participation value, and customer participation worth strongly and positively affect customer satisfaction. Furthermore, it finds that customer participation value and worth are essential mediators between customer participation and satisfaction.
dc.language	en
dc.publisher	Elsevier BV
dc.relation.ispartof	Journal of Retailing and Consumer Services
dc.relation.isbasedon	10.1016/j.jretconser.2021.102598
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	1503 Business and Management, 1505 Marketing, 1506 Tourism
dc.subject.classification	Marketing
dc.title	Examining the relationship between customer bonding, customer participation, and customer satisfaction
dc.type	Journal Article
utslib.citation.volume	62
utslib.for	1503 Business and Management
utslib.for	1505 Marketing
utslib.for	1506 Tourism
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences/School of Communication
utslib.copyright.status	closed_access	*
dc.date.updated	2022-05-03T20:10:56Z
pubs.publication-status	Published
pubs.volume	62

Abstract:

This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also show that customer participation, customer participation value, and customer participation worth strongly and positively affect customer satisfaction. Furthermore, it finds that customer participation value and worth are essential mediators between customer participation and satisfaction.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/156971