A1 Journal article (refereed)
Is it all about consumer engagement? : Explaining continuance intention for utilitarian and hedonic service consumption (2020)


Hepola, J., Leppäniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? : Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57, Article 102232. https://doi.org/10.1016/j.jretconser.2020.102232


JYU authors or editors


Publication details

All authors or editors: Hepola, Janne; Leppäniemi, Matti; Karjaluoto, Heikki

Journal or series: Journal of Retailing and Consumer Services

ISSN: 0969-6989

eISSN: 1873-1384

Publication year: 2020

Volume: 57

Article number: 102232

Publisher: Elsevier BV

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1016/j.jretconser.2020.102232

Publication open access: Openly available

Publication channel open access: Partially open access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/71274


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.


Keywords: customer loyalty; committing oneself; contentment; hedonism; utilitarianism; consumers; consumer behaviour

Free keywords: consumer engagement; attitude; satisfaction; hedonic consumption; utilitarian consumption


Contributing organizations


Ministry reporting: Yes

Reporting Year: 2020

JUFO rating: 1


Last updated on 2021-10-11 at 16:05