Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.

[EN] Purpose - This paper aims to analyse brand loyalty and electronic word-of-mouth (eWOM) antecedents in restaurants: (i) utilitarian and hedonic benefits (ii) brand satisfaction and (iii) brand love. It also provides valuable knowledge through the comparison between positive and negative restaura...

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Detalles Bibliográficos
Autores: Aragonés Jericó, Cristina, Rodríguez Santos, María Carmen, Küster Boluda, Inés, Vila Lopez, Natalia
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2024
País:España
Institución:Universidad de León
Repositorio:BULERIA. Repositorio Institucional de la Universidad de León
OAI Identifier:oai:buleria.unileon.es:10612/22630
Acceso en línea:https://www.emerald.com/insight/content/doi/10.1108/BFJ-10-2023-0877/full/html
https://hdl.handle.net/10612/22630
Access Level:acceso abierto
Palabra clave:Comercio
Economía
Marketing
Benefits
Brand satisfaction
Brand love
Brand loyalty
eWOM
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network_acronym_str ES
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repository_id_str
spelling Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.Aragonés Jericó, CristinaRodríguez Santos, María CarmenKüster Boluda, InésVila Lopez, NataliaComercioEconomíaMarketingBenefitsBrand satisfactionBrand loveBrand loyaltyeWOM[EN] Purpose - This paper aims to analyse brand loyalty and electronic word-of-mouth (eWOM) antecedents in restaurants: (i) utilitarian and hedonic benefits (ii) brand satisfaction and (iii) brand love. It also provides valuable knowledge through the comparison between positive and negative restaurant experiences. Design/methodology/approach – A survey was carried out of restaurant satisfied and dissatisfied consumers. Structural equation modelling (SEM) and multi-group analysis were performed to examine the cause-and-effect relationship in both groups. Findings – The results show the relevance of benefits, brand satisfaction and brand love as causes for brand loyalty and e-WOM. Also, the relationships are significantly stronger for dissatisfied consumers than for satisfied ones. Originality/value - The outcome of the research provides new insights to develop a conceptual S-O-R model of consumers’ restaurant behavior by drawing comparisons across satisfied and dissatisfied ones.Emerald PublishingComercializacion e Investigacion de MercadosFacultad de Ciencias Economicas y Empresariales2024info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionhttps://www.emerald.com/insight/content/doi/10.1108/BFJ-10-2023-0877/full/htmlhttps://hdl.handle.net/10612/22630reponame:BULERIA. Repositorio Institucional de la Universidad de Leóninstname:Universidad de LeónIngléshttp://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccessoai:buleria.unileon.es:10612/226302026-06-24T12:43:27Z
dc.title.none.fl_str_mv Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
title Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
spellingShingle Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
Aragonés Jericó, Cristina
Comercio
Economía
Marketing
Benefits
Brand satisfaction
Brand love
Brand loyalty
eWOM
title_short Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
title_full Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
title_fullStr Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
title_full_unstemmed Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
title_sort Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences.
dc.creator.none.fl_str_mv Aragonés Jericó, Cristina
Rodríguez Santos, María Carmen
Küster Boluda, Inés
Vila Lopez, Natalia
author Aragonés Jericó, Cristina
author_facet Aragonés Jericó, Cristina
Rodríguez Santos, María Carmen
Küster Boluda, Inés
Vila Lopez, Natalia
author_role author
author2 Rodríguez Santos, María Carmen
Küster Boluda, Inés
Vila Lopez, Natalia
author2_role author
author
author
dc.contributor.none.fl_str_mv Comercializacion e Investigacion de Mercados
Facultad de Ciencias Economicas y Empresariales
dc.subject.none.fl_str_mv Comercio
Economía
Marketing
Benefits
Brand satisfaction
Brand love
Brand loyalty
eWOM
topic Comercio
Economía
Marketing
Benefits
Brand satisfaction
Brand love
Brand loyalty
eWOM
description [EN] Purpose - This paper aims to analyse brand loyalty and electronic word-of-mouth (eWOM) antecedents in restaurants: (i) utilitarian and hedonic benefits (ii) brand satisfaction and (iii) brand love. It also provides valuable knowledge through the comparison between positive and negative restaurant experiences. Design/methodology/approach – A survey was carried out of restaurant satisfied and dissatisfied consumers. Structural equation modelling (SEM) and multi-group analysis were performed to examine the cause-and-effect relationship in both groups. Findings – The results show the relevance of benefits, brand satisfaction and brand love as causes for brand loyalty and e-WOM. Also, the relationships are significantly stronger for dissatisfied consumers than for satisfied ones. Originality/value - The outcome of the research provides new insights to develop a conceptual S-O-R model of consumers’ restaurant behavior by drawing comparisons across satisfied and dissatisfied ones.
publishDate 2024
dc.date.none.fl_str_mv 2024
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://www.emerald.com/insight/content/doi/10.1108/BFJ-10-2023-0877/full/html
https://hdl.handle.net/10612/22630
url https://www.emerald.com/insight/content/doi/10.1108/BFJ-10-2023-0877/full/html
https://hdl.handle.net/10612/22630
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.rights.none.fl_str_mv http://creativecommons.org/licenses/by-nc/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv http://creativecommons.org/licenses/by-nc/4.0/
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv Emerald Publishing
publisher.none.fl_str_mv Emerald Publishing
dc.source.none.fl_str_mv reponame:BULERIA. Repositorio Institucional de la Universidad de León
instname:Universidad de León
instname_str Universidad de León
reponame_str BULERIA. Repositorio Institucional de la Universidad de León
collection BULERIA. Repositorio Institucional de la Universidad de León
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.812455

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