3. Producción

Browse

Settings

Author: search.filters.author.Flávia Braga ChinelatoSubject: search.filters.subject.Loyalty

Search Results

Now showing 1 - 2 of 2
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    The bridge between “click” and loyalty in food delivery apps
    (Emerald Publishing Limited, 2025-01-01)
    Customer centricity is often mistaken for market orientation. Although there are significant differences, many companies treat the terms as interchangeable. Meanwhile, the market for food delivery apps (FDA), despite being large and appealing in terms of numbers, faces retention challenges and intense competition. In this context, this study aims to contribute to the field by testing a theoretical model that examines the effects of customer centricity on food quality, brand equity and perceptions of price fairness as well as its influence on loyalty. Design/methodology/approach A survey was conducted with 377 consumers, and the data were analyzed using the R program to test the hypothetical model using partial least squares structural equation modeling. Findings The results reveal that customer centricity has a significant impact on both brand equity (0.687) and loyalty (0.672), highlighting its crucial role in a firm's overall performance. The results also suggest that customer centricity can enhance perceptions of food quality and price fairness, indicating its ability to align company decisions with consumer needs. Furthermore, these constructs collectively explain 75.9% of loyalty, underscoring the model's relevance for understanding consumer behavior in the food delivery market. Practical implications This study emphasizes that prioritizing customer centricity is crucial for retention. Managers should implement loyalty programs and differentiated offers to meet the needs of customers, thereby improving perceived food quality, brand equity and price fairness, combating churn. Originality/value This is the first study to reveal the relevance of customer centricity for online food delivery apps and demonstrates its significant capacity to drive loyalty, particularly in the context of food delivery apps in developing countries.
      2
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    Restaurant consumers: the role of invisible ingredients in food quality
    (Emerald Publishing Limited, 2025-01-01)
    Many studies have focused on food quality in restaurant consumers, aiming at its impact on satisfaction and loyalty. However, less emphasis is given to the factors that generate food quality. Besides, employee quality and customer service orientation are often treated as synonyms. This study aims to identify the impact of quality attributes on the perception of food quality, specifying the differences between the roles of employees and customer service. Design/methodology/approach A survey of 417 consumers was conducted, and the hypothetical model was tested through structural equation modeling (SEM). The data was analyzed using the R program (an open-source programming language). Findings The results reveal that food quality comprises visible and invisible factors. Therefore, understanding the differences in employee roles and customer service orientation, without neglecting the physical environment, is essential to raising standards and thus achieving levels of satisfaction and loyalty. Originality/value This study presents an integrated model that differentiates the roles of employee orientation and customer service orientation. Furthermore, it considers these variables and the physical environment quality as fundamental factors in generating consumers' perceptions of food quality.
      2