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Review of Business ; 42(1):1-18, 2022.
Article in English | Web of Science | ID: covidwho-1755989


Motivation: The COVID-19 pandemic has changed consumer behaviors spanning all areas of life and signaled a profound and long-term challenge to businesses. Understanding the impact of customers' attitudes toward COVID-19 on the established positive association between customer engagement and customer loyalty is essential for firms' engagement initiatives during this unprecedented time. Premise: This research creates a new vision for the relationship between customers' COVID-19 attitudes and engagement construct and their moderating effects toward customer brand engagement on customer loyalty. Approach: Based on designed surveys, three dimensions of COVID attitude: COVID anxiety, COVID reaction, and COVID trust were extracted using Principal Component Analysis (PCA) and included in Hierarchical Cross-Classified regression models. Results: COVID anxiety and trust are found to moderate the effect of customer brand engagement on customer loyalty, while consumers' reaction to government COVID policies has a direct effect on customers' likelihood to recommend e-commerce platforms. Conclusion: This research furthers the theoretical development of contextual influence on customer engagement effects and makes contributions to both the academic and practitioner literature on customer engagement and the COVID-19 pandemic. Consistency: This research provides insights into an updated framework for digital engagement to help businesses improve customer brand relationship and create loyalty outcomes under the unprecedented impact of COVID-19, which is consistent with the purpose of this journal.

Vaccines (Basel) ; 10(2)2022 Jan 28.
Article in English | MEDLINE | ID: covidwho-1667370


BACKGROUND: High vaccine uptake requires strong public support, acceptance, and willingness. METHODS: A longitudinal cohort study gathered survey data every four weeks between 1 October 2020 and 9 November 2021 in Victoria, Australia. Data were analysed for 686 participants aged 18 years and older. RESULTS: Vaccine intention in our cohort increased from 60% in October 2020 to 99% in November 2021. Vaccine intention increased in all demographics, but longitudinal trends in vaccine intention differed by age, employment as a healthcare worker, presence of children in the household, and highest qualification attained. Acceptance of vaccine mandates increased from 50% in October 2020 to 71% in November 2021. Acceptance of vaccine mandates increased in all age groups except 18-25 years; acceptance also varied by gender and highest qualification attained. The main reasons for not intending to be vaccinated included safety concerns, including blood clots, and vaccine efficacy. CONCLUSION: COVID-19 vaccination campaigns should be informed by understanding of the sociodemographic drivers of vaccine acceptance to enable socially and culturally relevant guidance and ensure equitable vaccine coverage. Vaccination policies should be applied judiciously to avoid polarisation.