Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value

Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures.

Improving understandability in consumer health information search: Uevora @ 2016 fire chis

This paper presents our work at 2016 FIRE CHIS. Given a CHIS query and a document associated with that query, the task is to classify the sentences in the document as relevant to the query or not; and further classify the relevant sentences to be supporting, neutral or opposing to the claim made in the query. In this paper, we present two different approaches to do the classification. With the first approach, we implement two models to satisfy the task. We first implement an information retrieval model to retrieve the sentences that are relevant to the query; and then we use supervised learning method to train a classification model to classify the relevant sentences into support, oppose or neutral. With the second approach, we only use machine learning techniques to learn a model and classify the sentences into four classes (relevant & support, relevant & neutral, relevant & oppose, irrelevant & neutral). Our submission for CHIS uses the first approach.