Weakened Patient Loyalty Model at Beauty Clinics: Based on Variety Seeking Behavior, Dissatisfaction, Negative WOM and Brand Switching

Herni Justiana Astuti; Suryo Budi Santoso

doi:10.1051/shsconf/20208601032

All issues

Volume 86 (2020)

SHS Web Conf., 86 (2020) 01032

References

Open Access

Issue		SHS Web Conf. Volume 86, 2020 ICORE 2019 – The International Conference on Rural Development and Entrepreneurship


Article Number		01032
Number of page(s)		9
DOI		https://doi.org/10.1051/shsconf/20208601032
Published online		20 November 2020

Arundina, Debora Ocvia., Sriwidodo, Untung., and Wibowo, Edi. (2016) Influence Analysis of Prices, Product Quality, Variety Seeking Behavior And Product Competitor Toward Brand Switching Decision in Charm Women’s Consumers. Jurnal Ekonomi dan Kewirausahaan Vol. 16 (Special edition): 132-142 (In Indonesian) [Google Scholar]
Astuti, HJ dan Nagase. K (2016). A framework for conceptualizing patient loyalty to healthcare organizations. Health Services Management Research. Vol. 29(3) 70–78. [CrossRef] [Google Scholar]
Dick AS and Basu K. Customer loyalty: Toward an integrated conceptual framework. J Acad Market Sci 1994; 22(2): 99–113 [CrossRef] [Google Scholar]
Gozhali, Imam., dan Latan, Hengky. (2015). PARTIAL LEAST SQUARE Konsep, Teknik dan Aplikasi Menggunakan Program Smart PLS 3.0. Semarang: Undip (In Indonesian) [Google Scholar]
Halstead D. Negative word of mouth: Substitute for or supplement to consumer complaints? J Consum Satisf Dissatisf Complain Behav 2002; 15: 1–12 [Google Scholar]
Hasan, Ali (2010). Word of Mouth Marketing. Medpress, Yogyakarta (In Indonesian) [Google Scholar]
Kartajaya, H., & Ridwansyah, A. (2012). Service with Character, Jakarta: PT Gramedia Pustaka Utama (in Indonesian) [Google Scholar]
Knox, Simon. (1998). Loyalty-based segmentation and the customer development process. European Management Journal, 16(6), 729-737 [CrossRef] [Google Scholar]
Kotler, Philip dan Lane, Keller, Kevin. 2009. Marketing Management. Penerbit Erlangga (In Indonesian) [Google Scholar]
Lau GT and Ng S. Individual and situational factors influencing negative word-of-mouth behaviour. Can J Admin Sci 2001; 18(3): 163–178 [Google Scholar]
Padmalia, M. (2018). Determinants of Decisions in Purchasing Green Label Products Based on Green Products and WOM. Jurnal Manajemen Maranatha, 17(2), 91-102 (In Indonesian) [CrossRef] [Google Scholar]
Suharseno, Teguh, Riskin H. dan Dyah Ayu L.D. 2013. Effect of Consumer Dissatisfaction and Characteristics of Product Categories on Brand Switching Decision with Variety Seeking As Moderating Variables. Jurnal Buletin Studi Ekonomi. 18(2):176-182 (In Indonesian) [Google Scholar]
Thawil, Ayu N. 2014. Effects of Post-Consumption Dissatisfaction and Variety Seeking Behavior on Brand Switching GSM Mobile Phones from Blackberry to Samsung Brands. Jurnal Riset Bisnis dan Manajemen. 2(4):73-89 (In Indonesian) [Google Scholar]
Waluyo, P., Pamungkas, A., 2003, Analysis of Consumer Switching Brand Behavior in Purchasing Mobile Products in Semarang, Jurnal Bisnis dan Ekonomi: Semarang (In Indonesian) [Google Scholar]
Wangenheim FV and Bayo´n T. 2004. The effect of word of mouth on services switching: measurement and moderating variables. Eur J Market; 38(9/10): 173–1185 [CrossRef] [Google Scholar]
Yunita, Dessy and Rosa, Aslamia (2016). Influence Analysis of Variety Seeking, Dissatisfaction and Product Unavailability to Brand Switching. Jurnal Manajemen dan Bisnis Sriwijaya. Vol 14. No. 4: 539-558 (In Indonesian) [Google Scholar]
Zeelenberg M and Pieters R. Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. J Bus Res 2004; 57(4): 445–455 [CrossRef] [Google Scholar]
Zeithaml V, Bitner MJ and Gremler D. 2012. Services marketing, 6th ed. New York: Mc Graw-Hill Higher Education [Google Scholar]

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[1] Arundina, Debora Ocvia., Sriwidodo, Untung., and Wibowo, Edi. (2016) Influence Analysis of Prices, Product Quality, Variety Seeking Behavior And Product Competitor Toward Brand Switching Decision in Charm Women’s Consumers. Jurnal Ekonomi dan Kewirausahaan Vol. 16 (Special edition): 132-142 (In Indonesian) [Google Scholar]

[2] Astuti, HJ dan Nagase. K (2016). A framework for conceptualizing patient loyalty to healthcare organizations. Health Services Management Research. Vol. 29(3) 70–78. [CrossRef] [Google Scholar]

[3] Dick AS and Basu K. Customer loyalty: Toward an integrated conceptual framework. J Acad Market Sci 1994; 22(2): 99–113 [CrossRef] [Google Scholar]

[4] Gozhali, Imam., dan Latan, Hengky. (2015). PARTIAL LEAST SQUARE Konsep, Teknik dan Aplikasi Menggunakan Program Smart PLS 3.0. Semarang: Undip (In Indonesian) [Google Scholar]

[5] Halstead D. Negative word of mouth: Substitute for or supplement to consumer complaints? J Consum Satisf Dissatisf Complain Behav 2002; 15: 1–12 [Google Scholar]

[6] Hasan, Ali (2010). Word of Mouth Marketing. Medpress, Yogyakarta (In Indonesian) [Google Scholar]

[7] Kartajaya, H., & Ridwansyah, A. (2012). Service with Character, Jakarta: PT Gramedia Pustaka Utama (in Indonesian) [Google Scholar]

[8] Knox, Simon. (1998). Loyalty-based segmentation and the customer development process. European Management Journal, 16(6), 729-737 [CrossRef] [Google Scholar]

[9] Kotler, Philip dan Lane, Keller, Kevin. 2009. Marketing Management. Penerbit Erlangga (In Indonesian) [Google Scholar]

[10] Lau GT and Ng S. Individual and situational factors influencing negative word-of-mouth behaviour. Can J Admin Sci 2001; 18(3): 163–178 [Google Scholar]

[11] Padmalia, M. (2018). Determinants of Decisions in Purchasing Green Label Products Based on Green Products and WOM. Jurnal Manajemen Maranatha, 17(2), 91-102 (In Indonesian) [CrossRef] [Google Scholar]

[12] Suharseno, Teguh, Riskin H. dan Dyah Ayu L.D. 2013. Effect of Consumer Dissatisfaction and Characteristics of Product Categories on Brand Switching Decision with Variety Seeking As Moderating Variables. Jurnal Buletin Studi Ekonomi. 18(2):176-182 (In Indonesian) [Google Scholar]

[13] Thawil, Ayu N. 2014. Effects of Post-Consumption Dissatisfaction and Variety Seeking Behavior on Brand Switching GSM Mobile Phones from Blackberry to Samsung Brands. Jurnal Riset Bisnis dan Manajemen. 2(4):73-89 (In Indonesian) [Google Scholar]

[14] Waluyo, P., Pamungkas, A., 2003, Analysis of Consumer Switching Brand Behavior in Purchasing Mobile Products in Semarang, Jurnal Bisnis dan Ekonomi: Semarang (In Indonesian) [Google Scholar]

[15] Wangenheim FV and Bayo´n T. 2004. The effect of word of mouth on services switching: measurement and moderating variables. Eur J Market; 38(9/10): 173–1185 [CrossRef] [Google Scholar]

[16] Yunita, Dessy and Rosa, Aslamia (2016). Influence Analysis of Variety Seeking, Dissatisfaction and Product Unavailability to Brand Switching. Jurnal Manajemen dan Bisnis Sriwijaya. Vol 14. No. 4: 539-558 (In Indonesian) [Google Scholar]

[17] Zeelenberg M and Pieters R. Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. J Bus Res 2004; 57(4): 445–455 [CrossRef] [Google Scholar]

[18] Zeithaml V, Bitner MJ and Gremler D. 2012. Services marketing, 6th ed. New York: Mc Graw-Hill Higher Education [Google Scholar]