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PurposeThis study aims to understand customer equity and loyalty using augmented reality (AR) and employee services in a physical retail environment. The current study investigated how customers' experiences with AR-based and employee service affect their satisfaction, equity and loyalty.Design/methodology/approachA conceptual framework was developed by reviewing AR and employee services literature. The Smart PLS-SEM technique was used to test the responses of 620 Chinese respondents empirically.FindingsThe findings provided valuable insights into AR and employee services in a physical retail environment. Customers are more inclined to use AR services in the current business climate.Research limitations/implicationsThis study's sample was drawn from a single city, with a total of 620 respondents, which may not be a complete representation of China as a whole. As a result, the results may not be generalizable to a single city.Practical implicationsRetail brand managers should emphasize implementing innovative technologies in the physical retail environment to retain and attract customers. Pandemic consumers are opting for innovative technologies as part of their shopping experience due to changes in business models.Originality/valueThe researchers recognized AR and employee services as innovative domains in physical retail stores because they can increase sales, customer equity and loyalty. As a result, the framework results are precious to practitioners interested in implementing such innovative technologies for retail stores.
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Governmental attention towards the high-quality development of the Yellow River basin has brought new development opportunities for the hotel industry. This study aims to reveal the spatial-temporal evolution patterns and influencing factors of hotels in the Yellow River Basin from 2012 to 2022, based on economic, social, and physical geographic data of 190,000 hotels in the Yellow River flowing. With the help of a GIS technology system, the spatial-temporal evolution patterns of all hotels, star hotels, and ordinary hotels were explored, respectively. Then, the significant influencing factors of these patterns were revealed by using geographic detector and Person correlation analysis. The following conclusions were drawn: (1) the overall scale of the hotel industry in the Yellow River Basin expanded year by year, achieving rapid growth from 2016, and fluctuating around 2020 due to the impact of the novel coronavirus epidemic;the overall spatial distribution had significant regional differences, showing the structural characteristics of "southeast more, northwest less”;(2) there was a great difference in the degree of spatial autocorrelation agglomeration among prefecture-level cities, and the degree of agglomeration of both the hotel industry as a whole and general hotels decreased year by year, showing a random distribution in 2022;star hotels were always distributed randomly. Additionally, a strong synergistic correlation was shown between the number of ordinary hotels and the number of star hotels in local space;(3) overall, the development of the hotel industry was significantly affected by seven factors: structural force, macro force, ecological force, internal power, consumption power, intermediary power, and external power. There were differences in the forces acting on different types of hotels, which gives a pattern recognition in-depth.
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Against the backdrop of dramatic changes in work and family life, this article draws on survey data from 2,971 mothers working in the service sector to examine how unpredictable schedules are associated with three dimensions of parenting: difficulty arranging childcare, work-life conflict, and parenting stress. Results demonstrate that on-call shifts, shift timing changes, work hour volatility, and short advance notice of work schedules are positively associated with difficulty arranging childcare and work-life conflict. Mothers working these schedules are more likely to miss work. We consider how family structure and race moderate the relationship between schedule instability and these dimensions of parenting. Unstable work schedules, we argue, have important consequences for mothers working in the service industry.
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PurposeHow to improve the resilience of service firms in the crisis, such as the COVID-19 epidemic, to maintain a sustainable competitive advantage becomes a growing concern worldwide. Digital platform capability (DPC) provides a series of opportunities and advantages for service firms to shape resilience in the crisis. This study aims to clarify the effect and mechanism of DPC on service firms' resilience, and provides a new mediator (strategic learning [SL]), as well as two boundary conditions (legal inefficiency [LIE] and legal incompleteness [LIC]).Design/methodology/approachQuestionnaires were used to obtain firm data, and executives answered these key questions. Data from 293 service firms during the COVID-19 period were used for hypothesis testing.FindingsDPC was positively related to the adaptive capacity (AC) and planning capacity (PC) of service firms. SL mediated the positive effect of DPC on the AC and PC of service firms. The positive effect between DPC and SL was weakened when LIE and LIC were high.Practical implicationsThis study suggests that it is a very desirable measure to improve DPC to gain organizational resilience (OR) in the crisis. In addition, a SL process in the crisis is crucial, because service firms need to absorb key strategic information from digital platforms to cope with uncertainty. The services firms need to realize that the benefits of DPC will be weakened in the dysfunctional institutional environment of LIE and LIC.Originality/valueTo the best of the authors' knowledge, this study is the first to link the DPC with the resilience of service firms, and provides a new explanation mechanism and some boundary conditions for this important relationship. Furthermore, this study takes a step forward, because these efforts respond to the widespread call of the literature on digitalization and OR, and provide new insights for understanding digital resilience.
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Healthcare organizations may have different types of business orientations such as customer orientation, goal orientation, management orientation, sales orientation, marketing orientation, and so on. All these orientations can be assessed both at the organizational and individual levels. They may be critically important for healthcare organizations both in national and international markets. In general, the purpose of these orientations is to generate more profit, more sales, more satisfaction, and so on. Especially, customer orientation in the healthcare context has been increasingly emphasized by both academics and practitioners as a beneficial business orientation. The current study aims to investigate the individual-level of customer orientation of healthcare practitioners through a theoretical framework. Four hypotheses were proposed.
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The outbreak of COVID-19 at the end of 2019 spreads over the world extensively and rapidly. The daily lives are affected by lockdowns, work-from-home, and travel bans. The economic growth is stagnated. Many industries are severely affected by this pandemic. There are, however, also industries that are unexpectedly benefited from the pandemic. The objective of this paper is to investigate the industries in Taiwan that are affected by the pandemic. Samples of the top 1,000 manufacturing and the top 500 service companies in Taiwan are collected to calculate their productivities before the pandemic, in the period of 2016–2019, and during the pandemic, in the year of 2020. The results show that three industries: automobile, tourism, and electronic products distribution, have their productivities significantly decreased by 3.98%, 4.92%, and 1.27%, respectively. There are also four industries: electronic components, optoelectronic, electrical and cable, and oil, gas and electricity, whose productivities are unexpectedly increased significantly by 1.37%, 1.98%, 3.32%, and 4.31%, respectively. The impact of COVID-19 to large companies in Taiwan seems to be not severe. In 2021, approximately five sixths of the industries have their productivities increased. There are only five industries whose productivities become lower;however, the decreases are not significant, indicating that the economy in Taiwan is recovering from the pandemic. © 2023 The Authors
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PurposeFor the basic problems on platform innovation, such as platform innovation connotation and characteristics, the driving mechanism and the influence mechanism are less been studied. This study aims to explore how to achieve platform innovation in traditional service enterprises.Design/methodology/approachBased on the theory of enterprise network and binary learning, respectively, this paper discusses the behavior of binary learning based on network structure and network impact on efficiency and innovative platform innovation, and analyzed the realization of the platform innovation path.FindingsThe research draws the following conclusions: the network structure-based exploitative learning can promote the efficiency platform innovation, while the network behavior-based exploratory learning can promote the novelty platform innovation. The interaction between network structure and network behavior embedded in traditional services is more conducive to exploratory learning so as to promote novelty platform innovation, and the platform innovation of traditional service enterprises is a process from efficiency-oriented to novelty-oriented. The innovation effect generated by exploratory learning based on network behavior is much higher than that generated by exploitative learning based on network structure. The theoretical contributions of this study are as follows: first, this study compares the similarities and differences between service innovation of platform-oriented enterprises and platform innovation of service enterprises. On this basis, it clearly defines the concept of platform innovation and divides it into two categories: efficiency platform innovation and novelty platform innovation. Second, it reveals the two paths for traditional service enterprises to realize platform innovation, and the interaction between these two paths are also explored, which promotes the scenario-based and dynamic study of platform innovation in traditional service enterprise. The conclusion of this study provides theoretical reference for traditional service enterprises to carry out platform innovation.Originality/valueTheoretical contribution of this paper lies in: first, the concept of platform innovation is clearly defined. Current research about platform innovation is mainly around the innovation of platform enterprise and the platform innovation of traditional enterprise, but there is no document that makes clear distinction;some literature even equates innovation of platform enterprise with platform innovation of traditional enterprise. In this paper, through a detailed literature review and analysis, clearly define the concept of platform innovation and divided into efficiency platform innovation and novel platform innovation, which has made theoretical contribution to the depth of the research. Second, expand the platform innovation research of traditional service industry. In recent years, the platform innovation research of traditional enterprise has become a hot spot, but they focus on the attention of the platform transformation of traditional manufacturing industry, such as Haier;the traditional service industries seem to be "empty,” but, in fact, the traditional service industry platform innovation is of great significance and more worth looking forward to. In this paper, the longitudinal case studies can promote academic concerns focus on the traditional service industry, and also provides the theory instruction practice. Third, it promotes the platform innovation research of traditional enterprise and dynamic analysis. Based on the theory of enterprise network and binary learning, respectively, it discusses the behavior of binary learning based on network structure and network impact on efficiency and innovative platform innovation, and analyzed the realization of the platform innovation path. On the one hand, it enriches the research type of platform innovation;on the other hand, the dynamic evolution mechanism of platform innovation research can make up for the deficiency of the existing literature.
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PurposeThis paper aims to investigate the conditional indirect effect of innovativeness on performance via supply chain agility (SCA) in the service industry at higher and lower collaborative relationships.Design/methodology/approachThe hypothesised model is operationalised with survey data from 245 Australian service firms collected via LinkedIn and analysed using structural equation modelling and fuzzy set qualitative comparative analysis (fsQCA).FindingsThe analysis found that SCA significantly mediates the relationship between innovativeness and performance. Further, the conditional indirect effect of innovativeness on performance via SCA was significant when the collaborative relationship was high. Results also revealed that a configuration of both innovativeness and agility better predicts performance.Originality/valueThis study is an early attempt to investigate SCA in service industries by scrutinizing SCA from an innovative point of view. While previous studies have demonstrated the role of innovativeness in enhancing a firm's performance, this study explores this link further by investigating the conditional indirect effect of innovativeness on performance via SCA at different levels of collaborative relationships.
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PurposeThe luxury experience is a growing and crucial component of luxury marketing. Experiences inspire consumers to engage with luxury brands. Although several research studies have shed light on the origin, development, and prominence of luxury experiences among consumers, there is a scarcity of research that analyzes the current knowledge holistically. As a result, this study uses a systematic literature review technique to better understand the trends in the luxury experience and consumer behavior literature and suggests future research directions to further develop the subject area.Design/methodology/approachUsing the theory-context-characteristics-methodology (TCCM) framework, this study examines 130 articles on the luxury experience and consumer behavior.FindingsMost research on luxury experiences has focused on the luxury service experience in the context of hospitality and tourism. Future researchers should explore avenues for providing luxury experience to consumers in the luxury products industry. In addition, more research is needed into the influences of the recent COVID-19 outbreak and technological advancements on consumers' luxury experiences.Originality/valueThe study is unique as it (1) presents a state-of-the-art understanding of the luxury experience and consumer behavior literature by analyzing the applied theories, research contexts, study characteristics, and methods used in the past studies and (2) suggests future research opportunities to advance the field. The findings will also assist luxury brand managers in designing a consumer's exceptional luxury experience.
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This study examines the evolution of digital transformation (DT) in the service industry through real-world application cases and articles published in journals that are related to DT. This research collected 2,897,024 papers published in Scopus journals from 1991 to March 4, 2022. From this population of papers, 2,683 were reclassified and finally, 1831 were chosen for examination. Among these papers, 437 DT-related articles that focused on service fields were analyzed through word cloud analysis of keywords. This paper delineated evolutionary processes of DT in service sectors by reviewing and comparing both the commonalities and differences between the practice (actual cases) and research (published journal articles) of DT. In addition, this research explored the key contributors of DT in the three stages of DT evolution in the service sector. The results of this study provide theoretical and practical implications that offer strategic insights for planning and implementing DT in the service industry.
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This study aimed to examine the impact of services development and technological innovation on the embedded location of the agricultural global value chain (GVC), and the interaction between the two in fifty-seven countries (regions) around the world. This study constructed an econometric model for empirical testing based on theoretical analysis. The results showed that services development and technological innovation contributed to the embedded location of the agricultural GVC, and there was a significant substitution effect between them. A sub-group test for different income levels showed that the influence of services development and technological innovation on the embedded location of the agricultural GVC was positive in high-income and upper-middle-income countries (regions), while their influence on the embedded location of the agricultural GVC was negative in lower-middle-income countries (regions). A significant substitution effect between services development and technological innovation is always present. Quantile regression results showed that the influence of services development on the embedded location of the agricultural GVC was significantly positive at all quantile points, but the significant influence of technological innovation and the interaction between the two on the embedded location of the agricultural GVC was mainly concentrated in the low and middle quantile points. From the perspective of services development and technological innovation, this study applied the analysis framework and research methods of the global value chain to the analysis of the global agricultural value chain, expanded the research scope of the global value chain, and provided a theoretical basis for countries (regions) to further deepen their agricultural global production network and agricultural GVC.
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The international shipping industry is unique and important. The negative list related to the opening up of the shipping industry is an important part of the reform and innovation of China's pilot free trade zones. In recent years, as countries around the world continue to promote the process of opening up in the fields of trade and services, the negative list system has been used more in international investment and trade agreements. In the field of International Shipping, how to correctly grasp and apply the negative list system is an important topic. Starting with the general concept of the negative list system of shipping market access, this paper reviews and summarizes the developmental processes of the negative list of foreign capital market access in the shipping field since the establishment of Shanghai Pilot Free Trade Zone. It compares and analyzes the international contracting practice of the European Union and the United States as reflected in the negative list of shipping market access. It equally points out that the system connection between the negative list still existing in China's shipping field and the international high standard negative list is not enough. It argues that the transparency of the negative list still needs to be further strengthened as the rules behind the list and the awareness of its risk prevention are weak. In view of these hitches, this paper makes some suggestions that are tilted towards improving the negative list system of China's shipping market access. It also continues the optimization of the negative list of shipping market access, and the improvement of a conscious awareness aimed at avoiding the possible risks of the negative list. Finally, it makes a strong argument for a continuous improvement of China's international shipping competitiveness.
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The COVID-19 pandemic dramatically reshaped the labor market, especially for service sector workers. Frontline service sector workers, already coping with precarious working conditions, faced proximate risks of COVID-19 transmission on the job and navigated new workplace safety measures, including masking, social distancing, and staying home while sick, all in a polarized political environment. We examine polarization in the effects of COVID-19 workplace safety measures on workers' feelings of safety and well-being. Specifically, we examine how support for former President Trump moderates the relationship between COVID-19 safety practices (masking, social distancing, staying home while sick) and workers' feelings of safety and well-being. To do so, we draw on novel data collected by The Shift Project from 2,039 service sector workers at 89 large firms during the COVID-19 pandemic. We find that workplace safety measures are positively associated with workers' self-assessments of feeling safe and with mental health, but only for Biden voters.
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Cilj ovoga rada je istražiti na koji način velika hrvatska poduzeća iz uslužnih djelatnosti u svojoj praksi upravljanja ljudskim resursima reagiraju na utjecaje sa tržišta rada, odnosno kako prilagodavanju praksu upravljanja ljudskim resursima tim utjecajima. Istraživanje je provedeno 2021. godine, posebno dizajniranim anketnim upitnikom na uzorku od 33 poduzeća iz uslužnih djelatnosti. Analizirani su sljedeći utjecaji sa tržišta rada: starenje stanovništva, nedostatak visokokvalificiranijih radnika sa specifičnim deficitarnim znanjima i nedostatak niskokvalificiranih radnika, rastući broj žena na tržištu rada, mobilnost radne snage, automatizacija i robotizacija, promjene u načinu rada izazvane korona virusom, različitosti zaposlenika i njihovo prihvaćanje, te karakteristike i specifičnosti mladih zaposlenika. Rezultati istraživanja pokazuju da su aktivnosti poduzeća iz područja upravljanja ljudskim resursima vezano uz pojedine utjecaje sa tržišta rada vrlo skromne. Razlozi za ovo mogu biti dvojaki. Ili navedeni utjecaji sa tržišta rada u praksi nemaju toliko negativne konotacije, kao što statistički podaci sugeriraju, ili poduzeća iz uzorka imaju odredene poteškoće u njihovom anticipiranju i inkorporiranju u praksu upravljanja ljudskim resursima, odnosno njihovo strateško upravljanje ljudskim resursima nije dovoljno razvijeno. Medutim, navedeni zaključci bi se trebali uzeti s odredenom rezervom s obzirom na ograničenja ovoga istraživanja. Za njihovo verificiranje, potrebno je provesti daljnja istraživanja ove problematike, posebno kvalitativna istraživanja kojima bi se objasnili i uzroci nedovoljnih aktivnosti poduzeća u području upravljanja ljudskim resursima u pogledu utjecaja sa tržišta rada.Alternate :The aim of this paper was to explore how large Croatian companies engaged in service industry in their HRM practice deals with labour market challenges. The empirical research has been conducted in 2021 via specially designed questionnaire on the sample of 33 large Croatian companies from the service industry. The labour market challenges that have been explored were: aging population, shortage of workers, growing number of women at the labour market, labour mobility, process automation, workplace changes caused by COVID-19, employment diversity, characteristics of young people. The research results showed that the activities of companies in the field of human resource management related to certain influences from the labour market are very modest. The reasons for this could be twofold. The observed influences from the labour market do not have as many negative implications in practice as the statistics suggested, or the companies from the sample have some difficulties in anticipating and incorporating labour market influences into human resource management practice, and their strategic human resource management is not sufficiently developed. However, this conclusion should be taken with some reservations due to the research limitations. In order to verify it, it is necessary to conduct further research on this issue, especially qualitative research.
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COVID-19 telah menggegarkan industri perniagaan dan memaksa pengajian semula literatur ketahanan. Walaupun pengurusan organisasi telah menerima pakai langkah-langkah yang ditetapkan oleh literatur, langkahlangkah tersebut tidak dapat memberikan penyelesaian yang sesuai untuk semua. Ini telah mendorong kajian ini untuk meneliti semula faktor-faktor ketahanan organisasi yang memacu prestasi operasi dalam era pasca pandemik, khususnya dengan pertimbangan peranan orientasi industri firma dan saiz firma. Oleh itu, kajian ini bertujuan untuk mengenalpasti sejauh mana daya tahan organisasi (keupayaan, kebolehsuaian, ketangkasan dan fleksibiliti) memberi kesan kepada prestasi operasi;dan, untuk menentukan bagaimana saiz firma mempengaruhi hubungan antara daya tahan organisasi dan prestasi operasi sektor pembuatan dan perkhidmatan. Data dikumpul daripada 85 organisasi dalam industri pembuatan dan perkhidmatan Malaysia dan dianalisis menggunakan PLS-SEM. Keputusan menunjukkan bahawa dimensi ketahanan ketangkasan dan fleksibiliti mempunyai kesan positif yang signifikan terhadap prestasi operasi, manakala dimensi keupayaan dan kebolehsuaian tidak berkesan. Selain itu, saiz firma didapati tidak signifikan dalam hubungan antara ketahanan organisasi dan prestasi operasi. Penemuan mendedahkan bahawa ketahanan adalah penting untuk kemampanan organisasi dalam iklim perniagaan yang bergelora dan rumit ini. Oleh itu, pengurus harus mempertimbangkan penggabungan strategi ketahanan yang sesuai dalam peluang dan juga operasi. Oleh itu, pengurus harus mempertimbangkan penggabungan strategi ketahanan yang sesuai dalam peluang dan juga operasi supaya ia dapat memanfaatkan daya tahan organisasi terutamanya dalam pada masa pasca COVID. Manakala, pihak kerajaan pula harus menggunakan penemuan ini untuk membuat dasar semasa menerajui projek dan inisiatif di pasca COVID-19.Alternate :COVID-19 has shaken the business industry and forced a revisit of the resilience literature. Though organizations' management have adopted measures prescribed by the literature, these measures have been unable to provide a fit-for-all solution. This has motivated this study to re-examine the organizational resilience factors driving operational performance in the post-pandemic era, specifically in consideration of the role of firm industry orientation and firm size. Thus, the preset study aims it to identify to what extent the organizational resilience (ability, adaptability, agility and flexibility) effects the operational performance;and, to determine how the firm size influence the relationship between organizational resilience and the operational performance of the manufacturing and service sectors. Data was collected from 85 organizations in the Malaysian manufacturing and services industries and analyzed using PLS-SEM. The results show that the agility and flexibility dimensions of resilience have a significant positive effect on operational performance, while the ability and adaptability dimensions have no such effect. Additionally, firm size was found to be insignificant in the relationship between organizational resilience and operational performance. The findings reveal that resilience is vital for the sustainability of an organization in this turbulent and complex business climate. Therefore, managers should thus consider incorporating appropriate resilience strategies in both opportunities and operations to embrace different strategies to leverage organizational resilience post COVID. Ultimately, the government should utilize these findings for policymaking when leading post-COVID-19 projects and initiatives.
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Along with changes in customer behavior that shifts from conventional shopping habits to online, the service industry is competing to provide online-based services, including online food delivery service providers in Indonesia. This study aims to determine the effect of e-servicescape on positive word-of-mouth through customer satisfaction. This study used quantitative, survey, and cross-sectional methods. The sample size consisted of 222 respondents collected using questionnaires (g-form) by purposive sampling. In this study, PLS-SEM used to examine validity, reliability, and hypotheses. The results indicated that e-servicescape had a positive and significant effect on word-of-mouth pass through customer satisfaction. Based on the results, further analysis conducted to determine its implication and the mediation type. © 2022 ACM.
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The COVID-19 pandemic might impact consumer demand for food Service industries. These impacts relate to the structure of preferences in the context of a pandemic, income and time constraints, and price effects. Discussion includes accounting for differential impacts of COVID-19 on demand for foodservice across socio-demographic characteristics in India, and several high-level issues and observations related to where and how to impact home consumption. My thinking leads me to conclude that demand-side factors will account for most of the changes, we see in Out home consumption. These demand-side effects will be dominated by income effects, the opportunity cost of time, and longer planning horizons on the part of the Food Service Business. In the present time only the foodservice Industry not doing well in the post COVID scenario. Let's be honest, even if tomorrow, the coronavirus moved out, people will still be avoiding ordering food or visiting restaurants or hotels for dining out -for a longer time to come. Small voting on Twitter that was reacted to by 10346 respondents showed more than half (53%) people saying no to ordering food while 13 % said that they may order and the rest 34% said they will continue to order food. This was before the Pizza delivery boy news came. The same goes for any service industry like movie halls/ malls. It is not just the food service industry but as a matter of fact whole of travel and tourism is going to suffer the hostile response of corona. From Movie halls to malls wherever there was interaction, people confined in close spaces, things will have to be reinvented, with newer techniques to minimize human interaction. In this paper, we shall have look at the problems that the foodservice industry will face and maybe suggest a way out It's been difficult for many operators and the only experience that for best understanding, how to come out of this situation is the learning's from past recessions or economic struggles while Pandemic time. And common sense will teach industries that starting a business in hard economic times is a bad idea and shows challenges to commercial viability, in the current situation has caused businesses to close and now needing to re-open, this is no different from starting a new business during hard times. Something one would normally advise against Overcoming this challenge will truly define the entrepreneurs amongst them.
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One of the sectors affected by rapid developments in technology and epidemics is the food and beverage sector. Especially with the Covid-19 pandemic, the use of robots in this sector has become important and has become increasingly widespread in order to keep human contact at the minimum level. Businesses such as restaurants, hotels and catering companies, which are the pioneers of the food and beverage service industry, have started to use robots more effectively to fulfill the tasks performed by their staff. The dishwashing room, which is one of the units where robots are used in the service sector, is important in terms of both reducing the interaction of people with dishes as much as possible in terms of health and time saving by washing the dishes quickly and classifying them according to their types. Therefore, in this study, classification and separation process of tea, dessert, dinner and salad plates with known width and depth dimensions of the surface according to their types was carried out by using the triangular and gaussian membership functions with Mamdani fuzzy interference metod. © 2022 IEEE.
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Various issues influence customer happiness in the service industry. The ultimate goal is to meet consumer preferences and tastes. However, various factors, including quality of service, professionalism, sensitivity, reliability, and consistency to achieve happiness. Nonetheless, for this study, the fundamental ones included loyalty, trust, and satisfaction. While various aspects affect operations in the service industry, the three are fundamental for this study in achieving customer happiness. These factors determine a customer’s willingness to spend as a happy and satisfied customer will likely recommend the quality of service. However, due to changes in dynamics in the service industry, these factors could potentially change with emerging trends and pandemics, as in the case of the COVID-19 pandemic. The study reviewed other studies’ findings and evaluated what other researchers had conducted and found the hospitality industry presented was the most researched. Ideally, this means that the industry leads in preferences for researchers based on its changing consumer preferences and tastes that shape consumer happiness levels. The study used a hypothetical approach in relating variables from 30 sources that shape the findings. In the long term, the future of customer happiness in the service industry relies on achieved satisfaction levels. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
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With the spread of COVID-19, the development and distribution of mobile apps is a significant issue for sustainable growth in service industries. This study identified the relationship between customer loyalty to mobile apps and brand loyalty, and investigated the role of perceived benefits provided by mobile apps in enhancing brand loyalty. We integrated a set of perceived benefits into the expectation-confirmation model and collected data through a survey of 365 consumers in South Korea who used mobile apps of coffee chains. Results reveal that brand loyalty was affected by consumer satisfaction with and loyalty to mobile apps. Entertainment and recognition both played a significant role in increasing loyalty to mobile apps, but the effects of monetary saving and exploration were nonsignificant. The study findings confirm the positive impact of social benefits on consumer satisfaction with and loyalty to mobile apps.