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This research provides a comprehensive overview of the brand experience effects and proposes an extension to the brand experience model by testing novel direct, moderating, and mediating relationships. The authors conducted a meta-analysis of 256 quantitative studies in 73 papers published between 2009 and 2015. The findings reveal new empirical generalizations about the relationship between brand experience and the relevant constructs. The findings demonstrate the positive influence of brand experience on brand satisfaction and positive influence of brand satisfaction on brand trust, brand loyalty, and word-of-mouth (WOM). Furthermore, this research uncovers important mediation variables (hedonic benefits, brand love, and brand personality) of the relationship between brand experience and brand satisfaction. This paper also tests the moderation effects of methodological (e.g., sample type, sample size), theoretical (product type and product lifecycle), and cultural variables (e.g., level of innovation, level of wealth and Human Development Index). The findings extend the brand experience model, helping managers to understand the positive outcomes of brand experience on satisfaction and to invest in actions that can enhance the brand experience. Furthermore, this study shows that brand managers should consider culture is a key factor when crafting branding experience strategies.

Purpose By specifically focussing on the use of mobile banking apps, the purpose of this paper is to examine how perceived justice moderates the relationship between the benefits offered by mobile banking and the consequences of satisfaction with mobile banking. This research employs a model in which mobile banking offers comprehensive benefits, satisfaction and consequences that favour mobile banking; in addition, the model also tests the moderating role of perceived justice and uncertainty avoidance in this context. Design/methodology/approach This survey study was conducted among bank customers who suffered service failure with certain mobile banking apps. The surveys were collected in three different countries: Brazil, India and the USA. A total of 383 questionnaires were collected. Confirmatory factor analysis and structural equation modelling were applied to analyse and test the hypotheses of this study. Findings The results indicate that the benefits offered by mobile banking are positively related to customer satisfaction. Additionally, three consequences of customer satisfaction were analysed: trust, loyalty and positive word-of-mouth. Regarding the context of service failure, the influence of offered benefits on customer satisfaction was significantly different between customers with high and low perceived justice. Uncertainty avoidance (Brazil, USA and India) was not a significant moderator in this study. Practical implications The model can be useful for banks to understand perceived justice. Additionally, managers can use the study’s results to develop strategies to better serve customers. Originality/value The main contribution is to extend previous research on the benefits offered by mobile banking and the consequences of satisfaction with mobile banking, which includes studies on service failure and perceived justice.

Purpose: The present study investigates the role of body dissatisfaction in mediating the relationship between physical appearance concern and the use of slimming products. Design/methodology/approach: It employs a mediation model built using the PLS-SEM technique among a sample of 835 adult women. Findings: The results show body dissatisfaction partially mediates the effect of physical appearance concern on the intention to use slimming products. The results demonstrate that physical appearance concern increases body dissatisfaction in women, as well as reinforcing the relationship between those factors and the increased intention to use slimming products. Originality/value: The study extends the knowledge on the topic, explaining the antecedents, and the mediator of the intention to use slimming products.

This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ2, f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.

PurposeThis article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.Design/methodology/approachA meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents.FindingsThe results of this meta-analysis demonstrated seventeen antecedents of trust constructs and four consequents. Most of these relationships were meaningful and consistent. The authors also found some significant moderators related to culture (individualism, masculinity and long-term orientation) and context (innovation index and device type).Research limitations/implicationsThis meta-analysis reviewed the relationships found throughout the theoretical framework about the trust construct in financial service contexts, identifying new paths for future research. Some limitations, such as the non-use of qualitative studies and the selection of concepts, exist in the secondary data and should be noted.Practical implicationsThe present study can assist financial system managers in decision-making because the findings from the meta-analysis are more consistent than those from traditional primary surveys.Originality/valueThis research tested the impact of antecedents, consequents and moderators of trust in the financial services sector and presented significant results using a meta-analytic review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalizations, including relationship coefficients and fail-safe calculated numbers (FSN).

Purpose The purpose of this paper is to present a systematic framework with a meta-analytical approach to find various types of antecedents, consequences and moderation effects of the technological acceptance model (TAM) in banking contexts. Design/methodology/approach The authors conducted a meta-analysis of a total of 142 articles, which generated 636 observations, in an accumulated sample of 45,781 respondents. Findings The findings of this meta-analysis demonstrated 18 constructs that were antecedent to the TAM and four constructs that functioned as consequences. Most of these relationships were significant and consistent. The authors also found some methodological, cultural, economic and theoretical moderations effects between TAM constructs and the attitudes/behavioural intentions of banking technological devices. Research limitations/implications This meta-analysis reviewed the relationships found worldwide in the literature on TAM constructs in banking contexts. It was possible to identify new avenues for future research. Some specific limitations, such as the non-use of qualitative studies and the clipping of adverse concepts, exist in the secondary data and should be registered. Practical implications The work could assist managers in decision-making because the findings resulting from the meta-analysis are more consistent than those from traditional primary surveys. Originality/value This research tested the impact of the antecedents, consequences and moderators of the TAM in the banking sector and presented important results via a meta-analytical review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalisations, including relationship coefficients and calculated fail-safe numbers.

Purpose - The purpose of this paper is to propose a framework to distinguish between various types of antecedents and consequences of impulse buying. The authors tested it using a meta-analytical approach. Design/methodology/approach - The authors examined 12 databases and analyzed 178 relationships in 100 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric to measure the effect size of the studied scope variables. Findings - The findings of this meta-analysis demonstrated significant relation of antecedents and consequences of the impulse buying behavior, such as consumer impulsiveness (r = 0.464), materialistic consumption (r = 0.344), purchase pleasure (r = 0.270), hedonic value (r = 0.311), income (r = 0.703), gender (r = 0.150), age (r = -0.062), store atmosphere (r = 0.166), decision-making (r = 0.703) and positive emotions (r = 0.323). Research limitations/implications - This meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. The meta-analysis identified ways that research on impulse buying is lacking and presented suggestions for the elaboration of new studies to allow future researchers to better define their agendas. Practical implications - This meta-analysis brings important questions, such as impulse buying behavior is associated not only with consumer impulsiveness but also with materialistic consumption. Originality/value - This research tested the impact of the antecedents and consequences of impulse buying and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.

PurposeThis article aims to perform a meta-analysis through a systematic review that will identify the main antecedents and consequents of the satisfaction of sports spectators.Design/methodology/approachThis study used a total of 927 papers that studied satisfaction in the context of sports and directly analyzed 51 papers that presented quantitative data. This review of the existing literature resulted in 18 antecedent constructs and identified four constructs consequent to the satisfaction of sports spectators.FindingsThe results showed 21 positive relations and 1 negative relation with the satisfaction of sports spectators. A significant moderating effect of some cultural orientations and levels of human development are identified. The results demonstrate that the effect between interaction quality and satisfaction on the one hand, and satisfaction and behavioral intention on the other, is stronger for Eastern countries and those with a higher level of economic development.Originality/valueThis meta-analytic study advances the understanding of biases present in primary studies with various limitations. Using the proposed approach, it is possible to generate accurate estimates of the effect size in each analyzed relationship, as the meta-analytic method jointly evaluates the results produced by a great variety of studies performed in different contexts, making it possible to draw more accurate conclusions.

Purpose The purpose of this paper is to present a systematic framework with a meta-analytical approach to distinguish various types of antecedents and consequences of satisfaction in the banking sector. Design/methodology/approach The authors conducted searches in 13 databases and analysed 811 relationships in 210 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric variable to measure the effect size of the studied scope variables. Findings The findings of this meta-analysis demonstrated ten dimensions that directly influence satisfaction in the banking sector: a bank’s atmosphere, special treatment and relational benefits, timesaving features, the dimensions and determinants of service quality, customers’ overall perceptions of service quality, end-user computing, service recovery, external factors, strategic orientation and behavioural outcomes. These ten dimensions were derived from 55 variables. Research limitations/implications This meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. It identified ways that research on satisfaction in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas. Practical implications The results show that managers should care about satisfaction because it results from the consumer’s banking experience. The ten dimensions affect satisfaction to differing degrees. Originality/value This research tested the impact of the antecedents and consequences of satisfaction in the banking sector and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.

The aim of this paper is to understand the process of forming relationships between educational institutions and students. The virtual education market is considered to be of great importance in our society, which is in constant development and highly competitive. Thus, the reasons for the relations between the perceived quality, trust, commitment, and loyalty were analyzed. Specifically, the factors to be taken into account are trust, perceived quality, commitment, and loyalty. In this exploratory study, in-deep educational interviews were done with experts (managers/coordinators), teachers, and students. The results show that the relevant reasons for the relationship between perceived quality and loyalty were: feelings of being well received, motivation, and credibility. The following reasons were found for trust and loyalty: transparency, commitment of the client/student with the institution, reflection on learning as a result of the course, and good faith. In relation to commitment and loyalty, cognitive commitment (calculative) was highlighted as the principal reason: the changes provided by the course.