- 권한신청
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS
Mediating Role of Psychological Ownership between Customer Participation and Loyalty in the Third Place
Mediating Role of Psychological Ownership between Customer Participation and Loyalty in the Third Place
- 다운로드 수
- 조회수
Abstract
Purpose - The third place plays an important role in complex society. The more customers participate in the third place, the higher they have loyalty. It is necessary to identify the mediator between customer participation and loyalty. Thus, the purpose of the study is to analyze the relationship between customer participation and loyalty and a mediating role of psychological ownership. Research design, data, and methodology - A structural equation model representing the relationships between customer participation, psychological ownership, and customer loyalty was proposed and four hypotheses were tested using data collected from visitors of Starbucks as the third place. Results - Three hypotheses regarding relationships between customer participation, psychological ownership, and customer loyalty were supported at the significance level of 0.001. The hypothesis regarding a mediating role of psychological ownership between customer participation and customer loyalty was supported by Sobel test. Conclusions - Customer participation positively affects psychological ownership and customer loyalty. Psychological ownership positively affects customer loyalty. Psychological ownership plays a mediating role in the relationship between customer ownership and loyalty. This study contributes to finding the missing link between customer participation and customer loyalty. The research model can be applied to various retail services. Some implications for academics and practitioners were suggested.
- keywords
- Customer Participation, Psychological Ownership, Customer Loyalty, Starbucks, Retail
참고문헌
Altman, I., & Low, S.(1992). Place Attachment. NY:Plenum Press.
Asatryan, V. S., & Oh, H.(2008). Psychological ownership theory: An exploratory application in the restaurant industry. Journal of Hospitality & Tourism Research, 32(3), 363-386.
Avey, J. B., Avolio, B. J., Crossley, C. D., & Luthans, F.(2009). Psychological ownership: Theoretical extensions, measurement and relation to work outcomes. Journal of Organizational Behavior, 30(2), 173-191.
Bhattacharya, C. B., & Sankar Sen(2003). Consumercompany identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88.
Biscaia, A. R., Rosa, M. J., Moura, E., Sá, P., & Sarrico, C. S.(2017). Assessing customer satisfaction and loyalty in the retail sector. International Journal of Quality & Reliability Management, 34(9), 1508-1529.
Cabras, I., & Mount, M. P.(2017). How third places foster and shape community cohesion, economic development and social capital: The case of pubs in rural. Journal of Rural Studies, 55, 71-82.
Chan, K. W., Yim, C. K., & Lam, S. S.(2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64.
Chan, K. W., & Li, S. Y.(2010). Understanding consumerto-consumer interactions in virtual communities:The salience of reciprocity. Journal of Business Research, 63(9), 1033-1040.
Chen, L., & Hung, H.(2016). The indirect effect in multiple mediators model by structural equation modeling. European Journal of Business, Economics and Accountancy, 4(3), 36-43.
Chesbrough, H. W.(2003). The era of open innovation. MIT Sloan Management Review, 44(3), 35-41.
Daisuke, S., Kunio, S., & Michitaka, K.(2015). Elements to organize the third place that promotes sustainable relationship in service businesses. Technology in Society, 43, 115-121.
Dick, A. S., & Basu, K.(1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dirks, K. T., Cummings, L. L., & Pierce, J. L.(1996). Psychological ownership in organizations:Conditions under which individuals promote and resist change. In Woodman, R. W., & Pasmore, W. A.(Eds.). Research in Organizational Change and Development(pp.1–23). Greenwich: JAI Press.
Eisingerich, A. B., Auh, S., & Merlo, O.(2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales performance. Journal of Service Research, 17(1), 40-53.
Eisingerich, A. B., & Bell, S. J.(2006). Relationship marketing in the financial services industry: The importance of customer education, participation and problem management for customer loyalty. Journal of Financial Services Marketing, 10(4), 86-97.
Fang, E.(2008). Customer participation and the trade-off between new product innovativeness and speed to market. Journal of Marketing, 72(4), 90-104.
Fornell, C., & Larcker, D. F.(1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 1, 39-50.
Groth, M.(2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Marketing, 31(1), 7-27.
Gustafson, P.(2001). Meanings of place: Everyday experience and theoretical conceptualizations. Journal of Environmental Psychology, 21(1), 5–6.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L.(2006). Multivariate Data Analysis. Upper Saddle River, NJ: Pearson Prentice Hall.
Holland, J., & Baker, S. M.(2001). Customer participation in creating site brand loyalty. Journal of Interactive Marketing, 15(4), 34-45.
Hong, I., & Cho, H.(2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C E-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469-479.
Hsieh, A. T., Yen, C. H., & Chin, K. C.(2004). Participative customers as partial employees and service provider workload. International Journal of Service Industry Management, 15(2), 187-199.
Jeffres, L. W., Bracken, C. C., Jian, G., & Casey, M. F.(2009). The impact of third places on community quality of life. Applied Research Quality Life, 4, 333–345.
Joo, J., & Marakhimov, A.(2017). Antecedents of customer participation in business ecosystems: Evidence of customers’ psychological ownership in Facebook. Service Business. doi:10.1007/s11628-017-0335-8, Retrieved December 22, 2017 from https://link.springer.com/article/10.1007/s11628-017-0335-8/fulltext.html
Joo, J., Eom, T., & Shin, M.(2016). Executive practices for corporate sustainability: A business ecosystems perspective. International Journal of Business Research, 16(1), 133-146.
Jussila, I., Tarkiainen, A., Sartedt, M., & Hair, J. F.(2015). Individual psychological ownership: Concepts, evidence, and implications for research in marketing. Journal of Marketing Theory and Practice, 23(2), 121-139.
Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y.(2018). Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response. International Journal of Information Management, 39, 169-185.
Kamran-Disfani, O., Mantrala, M. K., Izquierdo-Yusta, A., & Martínez-Ruiz, M. P.(2017). The impact of retail store format on the satisfaction-loyalty link: An empirical investigation. Journal of Business Research. 77, 14-22.
Kim, H., & Shim, J.(2017). The effects of service qualities on customer satisfaction and behavioral intention in coffee shops. International Journal of Industrial Distribution & Business, 8(5), 95-109.
Korea Consumer Agency.(2017). Starbucks Ranked Best Coffee-Shop Chain in Korea. Retrieved December 12, 2017 from http://www.kca.go.kr/brd/m_32/view.do?seq=2290&srchFr=&srchTo=&srchWord=스타벅스&srchTp=0&itm_seq_1=0&itm_seq_2=0&multi_itm_seq=0&company_cd=&company_nm=&pitem=10&page=1
Kroth, M., & Keeler, C.(2009). Caring as a managerial strategy. Human Resource Development Review, 8(4), 506-531.
Lee, J., & Suh, A.(2015). How do virtual community members develop psychological ownership and what are the effects of psychological ownership in virtual communities?. Computers in Human Behavior, 45, 382-391.
Liu, F., Hu, Y., Kao, J., & Ching, S.(2016). Examining the indirect effect of customer involvement for the relationship between brand equity and customer loyalty. The International Journal of Organizational Innovation, 9(2), 76-84.
Lovelock, C. H., & Young, R. F.(1979). Look to Consumers to Increase Productivity. Harvard Business Review, 57, 168-178.
Luo, Q., Wang, J., & Yun, W.(2016). From lost space to third place: The visitor's perspective. Tourism Management, 57, 106-117.
Mikunda, C.(2004). Brand lands, hot spots, and cool spaces: Welcome to the third place and the total marketing experience. London: Kogan Page Publishing.
Mills, P. K., & Morris, J. H.(1986). Clients as ‘partial’employees of service organizations: Role development in client participation. Academy of Management Review, 11(4), 726‐35.
Moorthy, K., Lim, E. C., Ooi, C. Y., Ooi, S. Y., Ooi, Y. W., & Tan, M. W.(2017). Customer loyalty to newly opened cafés and restaurants in Malaysia. Journal of Food Service Business Research, 20(5), 525-541.
Oldenburg, R.(1989). The Great Good Place: Cafes, Coffee Shops, Community Centers, Beauty Parlors, General Stores, Bars, Hangouts, and How They Get You Through the Day. New York:Paragon House.
Oldenburg, R.(1991). The Great Good Place, Cafes, Coffee Shops, Community Centers, Beautiy Parlors, General Stores, Bars, Hangouts, and How They Get You through the Day. New York:Paragon House.
Oldenburg, R.(2001). Celebrating the Third Place:Inspiring Stories about the “Great Good Places” at the Heart of Our Communities. New York: Da Capo Press.
Oliver, R. L.(1999). Whence Consumer Loyalty?. Journal of Marketing. 63(4), 33-44.
Pangarkar, N.(2015). Performance implications of strategic changes: An integrative framework. Business Horizons, 58(3), 295-304.
Payne, A. F., Storbacka, K., & Frow, P.(2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.
Pierce, J. L., Kostova, T., & Dirks, K. T.(2001). Toward a theory of psychological ownership in organizations. Academy of Management Review. 26(2), 298-310.
Pierce, J. L., O'driscoll, M. P., & Coghlan, A. M.(2004). Work environment structure and psychological ownership: The mediating effects of control. The Journal of Social Psychology, 144(5), 507-534.
Prahalad, C. K., & Ramaswamy, V.(2000). Co-opting Customer Competence. Harvard Business Review, 78, 79-87.
Preacher, K. J., & Leonardelli, G. J.(2010). Calculation for the Sobel test: An interactive calculation tool for mediation tests [Online software]. Retrieved December 20, 2017 from http://www.people.ku.edu/~preacher/sobel/sobel.htm
Rice, D.(2009). Starbucks and the Battle for Third Place. Gatton Student Research Publication, Gatton College of Business & Economics, 1(1), 30-41. Retrieved December 22, 2017 from http://citeseerx.ist.psu.edu/viewdoc/download;jsessionid=77A9E9E540FA4440AB0068B7F497D61B?doi=10.1.1.626.4544&rep=rep1&type=pdf
Rosenbaum, M. S.(2006). Exploring the social supportive role of third places in consumers' lives. Journal of Service Research, 9(1), 59-72.
Ryu, J., & Bringhurst, A.(2015). The effects of store environment on shopping behavior: The role of consumer idiocentrism and allocentrism. East Asian Journal of Business Management, 5(4), 5-11.
Shin, C., Hwang, G., Lee, H., & Cho, S.(2015). The impact of Korean franchise coffee shop service quality and atmosphere on customer satisfaction and loyalty. East Asian Journal of Business Management, 5(4), 47-57.
Sinclair, G., & Tinson, J.(2017). Psychological ownership and music streaming consumption. Journal of Business Research, 71, 1-9.
Van Dyne L., & Pierce, J. L.(2004). Psychological ownership and feelings of possession: Three field studies predicting employee attitudes and organizational citizenship behavior. Journal of Organizational Behavior, 25(4), 439-459.
Watson, G., Beck, J., Henderson, C., & Palmatier, R.(2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790-825.
Wolter, J. S., Bock, D., Smith, J. S., & Cronin Jr., J. J.(2017). Creating ultimate customer loyalty through loyalty conviction and customer-company identification. Journal of Retailing, 93(4), 458-476.
Wu, C.(2011). A re-examination of the antecedents and impact of customer participation in service. The Service Industries Journal, 31(6), 863-876.
Yang, Z., & Peterson, R. T.(2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822.
Zhao, Q., Chen, C., & Wang, J.(2016). The effects of psychological ownership and TAM on social media loyalty: An integrated model. Telematics and Informatics, 33(4), 959-972.
- 다운로드 수
- 조회수
- 0KCI 피인용수
- 0WOS 피인용수