How to cite this paper
Tj, H & Widjaja, B. (2024). The role of relational benefits and brand experience in forming customer perceived value and its impact on e-WOM and willingness to pay more.Uncertain Supply Chain Management, 12(3), 2023-2030.
Refrences
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Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40. https://doi.org/10.1002/dir.1014
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52
Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2–20. https://doi.org/10.1002/dir.20082
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-WOM influence. European Journal of Marketing, 46(11), 1689–1707. https://doi.org/10.1108/03090561211260040
Chryssoula, C., Evangelos, C., & Ioanna, S. (2019). Confidence and loyalty for agrotourism brands: The Lesvos paradigm. Tourismos: An International Multidisciplinary Journal of Tourism, 14(1), 151–166. https://www.econstor.eu/handle/10419/215795
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Dagger, T. S., & O'Brien, T. K. (2010). Does experience matter?: Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44(9), 1528–1552. https://doi.org/10.1108/03090561011062952
Dandis, Ala’ Omar, & Al Haj Eid, M. B. (2022). Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty. TQM Journal, 34(3), 476–493. https://doi.org/10.1108/TQM-12-2020-0311
Dandis, Ala' Omar, Wallace-Williams, D. M., Ni, A. K., Wright, L. T., & Abu Siam, Y. I. (2022). The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants. TQM Journal. https://doi.org/10.1108/TQM-03-2022-0091
Dandis, Ala' Omar, & Wright, L. T. (2020). The effects of CARTER model on attitudinal loyalty in Islamic banks. International Journal of Quality and Service Sciences, 12(2), 149–171. https://doi.org/10.1108/IJQSS-03-2019-0050
Fazal, O. (2017). Determinants of brand loyalty: A case study of Asian Mobile Phone Users. International Journal of Scientific and Research Publications, 7(12), 181–191. www.ijsrp.org
Franke, N., & Schreier, M. (2008). Product uniqueness as a driver of customer utility in mass customization. Marketing Letters, 19(2), 93–107. https://doi.org/10.1007/s11002-007-9029-7
Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020). Understanding and managing customer relational benefits in services: a meta-analysis. Journal of the Academy of Marketing Science, 48(3), 565–583. https://doi.org/10.1007/s11747-019-00701-6
Han, H., Lee, K. S., Song, H. J., Lee, S., & Chua, B. L. (2019). Role of coffeehouse brand experiences (sensory/affective/intellectual/behavioral) in forming patrons' repurchase intention: Impact of switching costs. Journal of Hospitality and Tourism Insights, 3(1), 17–35. https://doi.org/10.1108/JHTI-03-2019-0044
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
Khan, I., & Rahman, Z. (2017). Development of a scale to measure hotel brand experiences. International Journal of Contemporary Hospitality Management, 29(1), 268–287. https://doi.org/10.1108/IJCHM-08-2015-0439
Kim, J., Yang, K., Zeng, X., & Cheng, H. P. (2021). The influence of perceived benefit on structural, cognitive and relational social capital in fashion blogs; the study of female users. Journal of Fashion Marketing and Management, 25(2), 310–330. https://doi.org/10.1108/JFMM-06-2019-0125
Kim, W., & Ok, C. (2009). The effects of relational benefits on customers' perception of favorable inequity, affective commitment, and repurchase intention in fullservice restaurants. Journal of Hospitality and Tourism Research, 33(2), 227–244. https://doi.org/10.1177/1096348008329874
Krystallis, A., & Chryssohoidis, G. (2005). Consumers' willingness to pay for organic food: Factors that affect it and variation per organic product type. British Food Journal, 107(5), 320–343. https://doi.org/10.1108/00070700510596901
Mansori, S., Safari, M., & Mohd Ismail, Z. M. (2020). An analysis of the religious, social factors and income's influence on the decision making in Islamic microfinance schemes. Journal of Islamic Accounting and Business Research, 11(2), 361–376. https://doi.org/10.1108/JIABR-03-2016-0035
Moreira, A. C., Da Silva, P. M. F., & Ferreira Moutinho, V. M. (2017). Les effets des expériences de marque sur la qualité, la satisfaction et la fidélité: Une étude empirique dans le domaine des services multiples de télécommunications. Innovar, 27(64), 23–38. https://doi.org/10.15446/innovar.v27n64.62366
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing and Management, 27(7), 755–774. https://doi.org/10.1080/19368623.2018.1445055
Patterson, P. G., & Smith, T. (2001). Relationship benefits in service industries: A replication in a Southeast Asian context. Journal of Services Marketing, 15(6), 425–443. https://doi.org/10.1108/EUM0000000006098
Raimondo, M. A., Miceli, G. N., & Costabile, M. (2008). on Customer Loyalty. Ganesan 1994.
Rajumesh, S. (2017). The Impact of Spoke-characters on Brand Loyalty: The Mediating Role of Brand Experience. DEStech Transactions on Social Science, Education and Human Science, hsmet. https://doi.org/10.12783/dtssehs/hsmet2016/10259
Safeer, A.A., Yuanqiong, H., Abrar, M., Shabbir, R. and Rasheed, H.M.W. (2021), "Role of brand experience in predicting consumer loyalty", Marketing Intelligence & Planning, Vol. 39 No. 8, pp. 1042-1057. https://doi.org/10.1108/MIP-11-2020-0471
Senders, A., Govers, R., & Neuts, B. (2013). Social Media Affecting Tour Operators' Customer Loyalty. Journal of Travel and Tourism Marketing, 30(1–2), 41–57. https://doi.org/10.1080/10548408.2013.750993
Tj, H. W., Wahyoedi, S., & Susana, S. (2022). Peranan E-Wom Dalam Memediasi Pengaruh Perceived Value Dan Persepsi Harga Terhadap Niat Beli Konsumen. 6(2), 407–422.
Wirtz, J. and Lovelock, C.H. (2018), Essentials of Services Marketing, Pearson, Harlow.
Yu, X., & Yuan, C. (2019). How consumers' brand experience in social media can improve brand perception and customer equity. Asia Pacific Journal of Marketing and Logistics, 31(5), 1233–1251. https://doi.org/10.1108/APJML-01-2018-0034
Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2018), Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill Education, New York, NY.
Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40. https://doi.org/10.1002/dir.1014
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52
Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2–20. https://doi.org/10.1002/dir.20082
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
Christodoulides, G., Michaelidou, N., & Argyriou, E. (2012). Cross-national differences in e-WOM influence. European Journal of Marketing, 46(11), 1689–1707. https://doi.org/10.1108/03090561211260040
Chryssoula, C., Evangelos, C., & Ioanna, S. (2019). Confidence and loyalty for agrotourism brands: The Lesvos paradigm. Tourismos: An International Multidisciplinary Journal of Tourism, 14(1), 151–166. https://www.econstor.eu/handle/10419/215795
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Dagger, T. S., & O'Brien, T. K. (2010). Does experience matter?: Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44(9), 1528–1552. https://doi.org/10.1108/03090561011062952
Dandis, Ala’ Omar, & Al Haj Eid, M. B. (2022). Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty. TQM Journal, 34(3), 476–493. https://doi.org/10.1108/TQM-12-2020-0311
Dandis, Ala' Omar, Wallace-Williams, D. M., Ni, A. K., Wright, L. T., & Abu Siam, Y. I. (2022). The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants. TQM Journal. https://doi.org/10.1108/TQM-03-2022-0091
Dandis, Ala' Omar, & Wright, L. T. (2020). The effects of CARTER model on attitudinal loyalty in Islamic banks. International Journal of Quality and Service Sciences, 12(2), 149–171. https://doi.org/10.1108/IJQSS-03-2019-0050
Fazal, O. (2017). Determinants of brand loyalty: A case study of Asian Mobile Phone Users. International Journal of Scientific and Research Publications, 7(12), 181–191. www.ijsrp.org
Franke, N., & Schreier, M. (2008). Product uniqueness as a driver of customer utility in mass customization. Marketing Letters, 19(2), 93–107. https://doi.org/10.1007/s11002-007-9029-7
Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020). Understanding and managing customer relational benefits in services: a meta-analysis. Journal of the Academy of Marketing Science, 48(3), 565–583. https://doi.org/10.1007/s11747-019-00701-6
Han, H., Lee, K. S., Song, H. J., Lee, S., & Chua, B. L. (2019). Role of coffeehouse brand experiences (sensory/affective/intellectual/behavioral) in forming patrons' repurchase intention: Impact of switching costs. Journal of Hospitality and Tourism Insights, 3(1), 17–35. https://doi.org/10.1108/JHTI-03-2019-0044
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
Khan, I., & Rahman, Z. (2017). Development of a scale to measure hotel brand experiences. International Journal of Contemporary Hospitality Management, 29(1), 268–287. https://doi.org/10.1108/IJCHM-08-2015-0439
Kim, J., Yang, K., Zeng, X., & Cheng, H. P. (2021). The influence of perceived benefit on structural, cognitive and relational social capital in fashion blogs; the study of female users. Journal of Fashion Marketing and Management, 25(2), 310–330. https://doi.org/10.1108/JFMM-06-2019-0125
Kim, W., & Ok, C. (2009). The effects of relational benefits on customers' perception of favorable inequity, affective commitment, and repurchase intention in fullservice restaurants. Journal of Hospitality and Tourism Research, 33(2), 227–244. https://doi.org/10.1177/1096348008329874
Krystallis, A., & Chryssohoidis, G. (2005). Consumers' willingness to pay for organic food: Factors that affect it and variation per organic product type. British Food Journal, 107(5), 320–343. https://doi.org/10.1108/00070700510596901
Mansori, S., Safari, M., & Mohd Ismail, Z. M. (2020). An analysis of the religious, social factors and income's influence on the decision making in Islamic microfinance schemes. Journal of Islamic Accounting and Business Research, 11(2), 361–376. https://doi.org/10.1108/JIABR-03-2016-0035
Moreira, A. C., Da Silva, P. M. F., & Ferreira Moutinho, V. M. (2017). Les effets des expériences de marque sur la qualité, la satisfaction et la fidélité: Une étude empirique dans le domaine des services multiples de télécommunications. Innovar, 27(64), 23–38. https://doi.org/10.15446/innovar.v27n64.62366
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing and Management, 27(7), 755–774. https://doi.org/10.1080/19368623.2018.1445055
Patterson, P. G., & Smith, T. (2001). Relationship benefits in service industries: A replication in a Southeast Asian context. Journal of Services Marketing, 15(6), 425–443. https://doi.org/10.1108/EUM0000000006098
Raimondo, M. A., Miceli, G. N., & Costabile, M. (2008). on Customer Loyalty. Ganesan 1994.
Rajumesh, S. (2017). The Impact of Spoke-characters on Brand Loyalty: The Mediating Role of Brand Experience. DEStech Transactions on Social Science, Education and Human Science, hsmet. https://doi.org/10.12783/dtssehs/hsmet2016/10259
Safeer, A.A., Yuanqiong, H., Abrar, M., Shabbir, R. and Rasheed, H.M.W. (2021), "Role of brand experience in predicting consumer loyalty", Marketing Intelligence & Planning, Vol. 39 No. 8, pp. 1042-1057. https://doi.org/10.1108/MIP-11-2020-0471
Senders, A., Govers, R., & Neuts, B. (2013). Social Media Affecting Tour Operators' Customer Loyalty. Journal of Travel and Tourism Marketing, 30(1–2), 41–57. https://doi.org/10.1080/10548408.2013.750993
Tj, H. W., Wahyoedi, S., & Susana, S. (2022). Peranan E-Wom Dalam Memediasi Pengaruh Perceived Value Dan Persepsi Harga Terhadap Niat Beli Konsumen. 6(2), 407–422.
Wirtz, J. and Lovelock, C.H. (2018), Essentials of Services Marketing, Pearson, Harlow.
Yu, X., & Yuan, C. (2019). How consumers' brand experience in social media can improve brand perception and customer equity. Asia Pacific Journal of Marketing and Logistics, 31(5), 1233–1251. https://doi.org/10.1108/APJML-01-2018-0034
Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2018), Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill Education, New York, NY.