The impact of customer involvement in airline loyalty programs: a multigroup analysis
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , |
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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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 |
format |
article |
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) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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 |
repository.mail.fl_str_mv |
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1799136449816166400 |