Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/defecting-wine-club-members-an-exploratory-study-3EahE0jBog
References (65)
-
Matthew Yeung, Lee Ging, C. Ennew (2002)
Customer satisfaction and profitability: A reappraisal of the nature of the relationshipJournal of Targeting, Measurement and Analysis for Marketing, 11
-
Satya Menon, B. Kahn (1995)
The Impact of Context on Variety Seeking in Product ChoicesJournal of Consumer Research, 22
-
(2014)
Nielsen presentation on US off-premise wine sales -
L. Lockshin, A. Corsi (2012)
Consumer behaviour for wine 2.0: A review since 2003 and future directionsWine Economics and Policy, 1
-
E. Pedhazur, L. Schmelkin (1994)
Measurement, Design, and Analysis: An Integrated Approach -
L. Hollebeek, S. Jaeger, R. Brodie, Andrew Balemi (2007)
The influence of involvement on purchase intention for new world wineFood Quality and Preference, 18
-
Brand switching as a function of variety seeking behavior and product characteristics: testing the Hoyer and Ridgway model
European Advances in Consumer Behavior, 7
-
Melissa Banelis, E. Riebe, C. Rungie (2013)
Empirical Evidence of Repertoire SizeAustralasian Marketing Journal, 21
-
(1963)
Motivational problems raised by exploratory behavior -
T. Dodd (1999)
Attracting Repeat Customers to WineriesInternational Journal of Wine Marketing, 11
-
P. Chrysochou, A. Krystallis, A. Mocanu, Rachel Lewis (2012)
Generation Y Preferences for Wine: An Exploratory Study of the US Market Applying the Best-Worst ScalingBritish Food Journal, 114
-
S. Charters, J. Fountain, N. Fish (2009)
“You Felt Like Lingering . . .”Journal of Travel Research, 48
-
Nelson Barber, D. Taylor (2013)
Experimental approach to assessing actual wine purchase behaviorInternational Journal of Wine Business Research, 25
-
P. Farquhar (1995)
Strategic Challenges for BrandingJournal of Product Innovation Management, 4
-
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
-
D. Fiske, S. Maddi (2012)
Functions of Varied Experience -
P. Podsakoff, D. Organ (1986)
Self-Reports in Organizational Research: Problems and ProspectsJournal of Management, 12
-
Y. Yu, Alison Dean (2001)
The contribution of emotional satisfaction to consumer loyaltyInternational Journal of Service Industry Management, 12
-
T. Keiningham, B. Cooil, Lerzan Aksoy, T. Andreassen, Jay Weiner (2007)
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐walletManaging Service Quality, 17
-
C. White, Melisa Thompson (2009)
SELF DETERMINATION THEORY AND THE WINE CLUB ATTRIBUTE FORMATION PROCESSAnnals of Tourism Research, 36
-
P. Raju (1980)
Optimum Stimulation Level: Its Relationship to Personality, Demographics, and Exploratory BehaviorJournal of Consumer Research, 7
-
Mohammed Hassouna, A. Tarhini, T. Elyas, M. AbouTrab (2015)
Customer Churn in Mobile Markets A Comparison of TechniquesArXiv, abs/1607.07792
-
Graham Brown, M. Havitz, D. Getz (2007)
Relationship Between Wine Involvement and Wine-Related TravelJournal of Travel & Tourism Marketing, 21
-
C. Brand, V. Lenz, Scott Robinette (2000)
Emotion Marketing: The Hallmark Way of Winning Customers for Life -
Yi He, Qimei Chen, D. Alden (2016)
Time will tell: managing post-purchase changes in brand attitudeJournal of the Academy of Marketing Science, 44
-
(1968)
The pursuit of consistency and variety -
Marin Shapiro, M. Gómez (2014)
Customer satisfaction and sales performance in wine tasting roomsInternational Journal of Wine Business Research, 26
-
D. Aaker (1996)
MEASURING BRAND EQUITY ACROSS PRODUCTS AND MARKETSCalifornia Management Review, 38
-
H. Trijp, Wayne Hoyer, J. Inman (1996)
Why Switch? Product Category–Level Explanations for True Variety-Seeking BehaviorJournal of Marketing Research, 33
-
David Schweidel, P. Fader, Eric Bradlow (2008)
Understanding Service Retention within and across Cohorts using Limited InformationJournal of Marketing, 72
-
(2016)
WBM 30 list -
L. Nowak, Liz Thach, J. Olsen (2006)
Wowing the millennials: creating brand equity in the wine industryJournal of Product & Brand Management, 15
-
Jeff Johnson (2016)
Improving online panel data usage in sales researchJournal of Personal Selling & Sales Management, 36
-
Ken Wong (2011)
Getting what you paid for: Fighting wireless customer churn with rate plan optimizationJournal of Database Marketing & Customer Strategy Management, 18
-
C. Berné, J. Mugica, M. Yagüe (2001)
The effect of variety-seeking on customer retention in servicesJournal of Retailing and Consumer Services, 8
-
S. Charters, M. O'Neill (2001)
Service Quality at the Cellar Door: A Comparison Between RegionsInternational Journal of Wine Marketing, 13
-
R. Oliver, J. Swan (1989)
Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey ApproachJournal of Marketing, 53
-
R. Oliver (1997)
Customer delight: Foundations, findings, and managerial insight☆Journal of Retailing, 73
-
Nicholas Williamson, J. Bhadury, Samuel Troy, K. Dobie, Victor Ofori-Boadu, O. Yeboah (2012)
An Assessment of the Operating Characteristics of Farm Wineries, and Managerial Perspectives of Farm Winery Owners Who Use DistributorsJournal of Food Products Marketing, 18
-
John Meyer, Natalie Allen (1991)
A three-component conceptualization of organizational commitmentHuman Resource Management Review, 1
-
Liz Thach (2009)
Wine 2.0—The Next Phase of Wine Marketing? Exploring US Winery Adoption of Wine 2.0 ComponentsJournal of Wine Research, 20
-
F. Reichheld (2003)
The one number you need to grow.Harvard business review, 81 12
-
Barbara Insel (2008)
The U.S. Wine IndustryBusiness Economics, 43
-
Marlene Pratt (2010)
Moderating effects of wine involvement in wine tourism -
J. Dawes (2008)
Regularities in buyer behaviour and brand performance: The case of Australian beerJournal of Brand Management, 15
-
E. Riebe, Malcolm Wright, P. Stern, Byron Sharp (2014)
How to grow a brand: Retain or acquire customers? ☆Journal of Business Research, 67
-
Strategic challenges for branding
Marketing Management, 3
-
Allan Shocker, D. Aaker (1991)
Managing Brand Equity -
J. Olsen, T. Atkin, Liz Thach, Steven Cuellar (2015)
Variety seeking by wine consumers in the southern states of the USInternational Journal of Wine Business Research, 27
-
N. Michaelidou, S. Dibb (2005)
Brand Switching As a Function of Variety Seeking Behavior and Product Characteristics: Testing the Hoyer and Ridgway ModelACR European Advances
-
E. Hirschman, M. Holbrook (1982)
Hedonic Consumption: Emerging Concepts, Methods and PropositionsJournal of Marketing, 46
-
(1990)
Satisfying customers is a minimum; you really have to ‘delight’ them -
H. McDonald, A. Karg, C. Leckie (2014)
Predicting which season ticket holders will renew and which will notEuropean Sport Management Quarterly, 14
-
U. Orth, L. Lockshin, F. D'hauteville (2007)
The global wine business as a research fieldInternational Journal of Wine Business Research, 19
-
L. Nowak, J. Washburn (2002)
Building Brand Equity: Consumer Reactions to Proactive Environmental Policies by the WineryInternational Journal of Wine Marketing, 14
-
The one number you need to grow (cover story)
Harvard Business Review, 81
-
Brian Teaff, Liz Thach, J. Olsen (2005)
Designing effective wine clubs: An analysis of the components of the winery wine clubJournal of Wine Research, 16
-
H. Bansal, Shirley Taylor, Yannik James (2005)
“Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviorsJournal of the Academy of Marketing Science, 33
-
C. Habel, L. Lockshin (2013)
Realizing the value of extensive replication: A theoretically robust portrayal of double jeopardyJournal of Business Research, 66
-
D. Berlyne (1970)
Novelty, complexity, and hedonic valuePerception & Psychophysics, 8
-
Modeling customer lifetime value, retention, and churn
-
Sandra Newton, Armand Gilinsky, Douglas Jordan (2015)
Differentiation strategies and winery financial performance: An empirical investigationWine Economics and Policy, 4
-
N. Sharma, P. Patterson (2000)
Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer servicesInternational Journal of Service Industry Management, 11
-
F. Feinberg, B. Kahn, L. McAlister (1992)
Market Share Response When Consumers Seek VarietyJournal of Marketing Research, 29
-
J. Fountain, N. Fish, S. Charters (2008)
Making a connection: tasting rooms and brand loyaltyInternational Journal of Wine Business Research, 20
- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 1751-1062
- DOI
- 10.1108/IJWBR-06-2017-0038
- Publisher site
- See Article on Publisher Site
Abstract
PurposeThe purpose of this study is to investigate the range of explanations for why wine club members defect and move on.Design/methodology/approachThis quantitative research study uses data from US wine consumers, gathered through an online survey of 399 former wine club members who had quit their membership in the recent past. Consistent with literature on customer churn rates in subscription markets, data are analyzed using descriptive statistics, factor analysis, hierarchical multiple regression and analysis of variance.FindingsThe results reported by respondents indicate that higher levels of perceived product quality, fair value in pricing, variety seeking and commitment to customer service at the beginning and at the end of a wine club membership lead to higher levels of customer satisfaction and a desire to recommend the club to others even after quitting. Though variety seeking is more commonplace among experienced wine drinkers, the good news for wineries is that consumers are more likely to recommend a wine club to others if at least a year has passed after they decided to quit.Practical implicationsThe results provide implications for wine club managers seeking to improve wine club retention with suggested means for mitigating the rate of customer attrition.Originality/valueThis paper presents original research addressing a variety of reasons why wine club members quit. The extant research has found that factors such as product quality, fair pricing, service commitments and variety-seeking behavior affect members’ satisfaction with their wine club, as well as their desire to recommend it to others. The authors have attempted to combine all these factors into a single study to gain insight into wine club members’ switching behavior, and to find out what the wineries can do to improve customer loyalty.
Journal
International Journal of Wine Business Research – Emerald Publishing
Published: Aug 20, 2018