Work

Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption

Year: 2020

Type: article

Abstract: This paper compares the explanatory power of consumer engagement (CE) regarding service continuance intention with the variables of attitude (utilitarian and hedonic) and satisfaction. Survey data were collected from users of mobile music (n = 596) and mobile parking (n = 297) services. The partial least squares method was applied to analyze the data. In line with expectations, the findings show that attitude and satisfaction are superior drivers of service continuance intention compared to CE when service is used for utilitarian reasons. In contrast, when service consumption is driven by hedonic reasons, CE is a stronger driver than satisfaction. However, no evidence for the superiority of CE over attitude was found in the hedonic context.

Source: Journal of Retailing and Consumer Services

DOI: 10.1016/j.jretconser.2020.102232

Authors: Janne Hepola, Matti Leppäniemi, Heikki Karjaluoto

Institution: University of Jyväskylä

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $628

Funder: Tekes