Assessing Customer Emotion Product Relationship and Customer Retention Towards Halal Cosmetic Products
Journal Title: GATR Journal of Management and Marketing Review - Year 2016, Vol 1, Issue 1
Abstract
Objective - Retailers today have acknowledged that incorporating great customer emotionproduct relationship can lead to total customer retention. In this paper an overview of the existing literature on customer emotion is provided before it is examined for the creation of customer emotion product relationship from a holistic perspective. Methodology/Technique - A conceptual model which discusses the determinants of customer emotion towards Halal cosmetic products is provided. This is then followed by taking an explicit dynamic view of the importance of the retail service quality and Halal advertising, factors that can influence customer emotion and customer retention. Data collection was based on 414 sets of questionnaires which were distributed to Malaysian consumers. The PLS-SEM analysis was used to identify the relationships between retail service quality and Halal advertising, customer emotion and customer retention. Findings – Relations were found between retail service quality, customer emotion product relationship and customer retention of Malaysian customers for Halal cosmetic products. Novelty - The findings of this study provided some insights to managers in future strategy planning by identifying the important factors affecting customer emotion product relationship and customer retention.
Authors and Affiliations
Bee Li Yeo, Rozita Hj. Naina Mohamed
Keywords
Related Articles
- EP ID EP184493
- DOI -
- Views 158
- Downloads 0
Green Marketing vs. Greenwashing. How to protect against Negative Impact of Greenwashing?
Objective - – Following paper deals with the essence of green marketing, green consumers and green strategies. It also defines greenwashing, different types of greenwashing, the seven sins of greenwashing, greenwashing i...
Do Web Atmospherics Affect PurchaseIntention? The Role of Color and Product Display
Objective - The growth of online retailers has increased competition in online business. This situation has forced online retailers to design web atmospherics more attractively. This empirical study examines how web atmo...
Power Distance as A National Culture Observed in Organizational Scope
Objective – Cultural factors have significant roles in creating behavior in an organization. This research claims that national culture like power distance that is usually measured in a national scope actually can have a...
Inter-Governmental Relation in City Bus Public Transportation Service in Surakarta in Indonesia
Objective – The objective of research was to determine the intergovernmental relation in public transport services. It also aims to identify the inter-governmental Relation in the service of Batik Solo Trans viewed from...
Green Purchase Behavior: The Role of Religiosity, Environmental Attitude, and Environmental Knowledge
Objective – This study attempts to determine the effect of religiosity, environmental attitudes, and environmental knowledge towards green purchase behavior. Methodology/Technique – Data were collected by distributing q...