The impact of customer involvement in airline loyalty programs: a multigroup analysis

Detalhes bibliográficos
Autor(a) principal: Limberger, Pablo Flôres
Data de Publicação: 2021
Outros Autores: Pereira, Lucimari Acosta, Pereira, Tércio
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: https://tmstudies.net/index.php/ectms/article/view/1375
Resumo: Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers’ involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.
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spelling The impact of customer involvement in airline loyalty programs: a multigroup analysisLoyalty ProgramsBenefitsLoyaltyPerceived Functional ValueInvolvement.Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers’ involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.University of Algarve2021-07-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1375Revista Encontros Científicos - Tourism & Management Studies; v. 17 n. 3 (2021); 37-49Tourism & Management Studies; Vol. 17 N.º 3 (2021); 37-49Tourism & Management Studies; Vol. 17 No. 3 (2021); 37-49Revista Encontros Científicos - Tourism & Management Studies; Vol. 17 Núm. 3 (2021); 37-492182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1375https://tmstudies.net/index.php/ectms/article/view/1375/pdf_374Copyright (c) 2021 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessLimberger, Pablo FlôresPereira, Lucimari AcostaPereira, Tércio2024-01-17T15:29:48Zoai:ojs.pkp.sfu.ca:article/1375Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:33.151819Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The impact of customer involvement in airline loyalty programs: a multigroup analysis
title The impact of customer involvement in airline loyalty programs: a multigroup analysis
spellingShingle The impact of customer involvement in airline loyalty programs: a multigroup analysis
Limberger, Pablo Flôres
Loyalty Programs
Benefits
Loyalty
Perceived Functional Value
Involvement.
title_short The impact of customer involvement in airline loyalty programs: a multigroup analysis
title_full The impact of customer involvement in airline loyalty programs: a multigroup analysis
title_fullStr The impact of customer involvement in airline loyalty programs: a multigroup analysis
title_full_unstemmed The impact of customer involvement in airline loyalty programs: a multigroup analysis
title_sort The impact of customer involvement in airline loyalty programs: a multigroup analysis
author Limberger, Pablo Flôres
author_facet Limberger, Pablo Flôres
Pereira, Lucimari Acosta
Pereira, Tércio
author_role author
author2 Pereira, Lucimari Acosta
Pereira, Tércio
author2_role author
author
dc.contributor.author.fl_str_mv Limberger, Pablo Flôres
Pereira, Lucimari Acosta
Pereira, Tércio
dc.subject.por.fl_str_mv Loyalty Programs
Benefits
Loyalty
Perceived Functional Value
Involvement.
topic Loyalty Programs
Benefits
Loyalty
Perceived Functional Value
Involvement.
description Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers’ involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.
publishDate 2021
dc.date.none.fl_str_mv 2021-07-31
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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status_str publishedVersion
dc.identifier.uri.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/1375
url https://tmstudies.net/index.php/ectms/article/view/1375
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/1375
https://tmstudies.net/index.php/ectms/article/view/1375/pdf_374
dc.rights.driver.fl_str_mv Copyright (c) 2021 Tourism & Management Studies
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2021 Tourism & Management Studies
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv University of Algarve
publisher.none.fl_str_mv University of Algarve
dc.source.none.fl_str_mv Revista Encontros Científicos - Tourism & Management Studies; v. 17 n. 3 (2021); 37-49
Tourism & Management Studies; Vol. 17 N.º 3 (2021); 37-49
Tourism & Management Studies; Vol. 17 No. 3 (2021); 37-49
Revista Encontros Científicos - Tourism & Management Studies; Vol. 17 Núm. 3 (2021); 37-49
2182-8466
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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