Search results

1 – 10 of over 15000
To view the access options for this content please click here
Article

Adel Mahmoud Al Samman and Abdelnasser Taha Ibrahim Mohmaed

This paper aims to examine the nature of the relationship between internal marketing (IM) and customer orientation, with the mediating role of job satisfaction and…

Abstract

Purpose

This paper aims to examine the nature of the relationship between internal marketing (IM) and customer orientation, with the mediating role of job satisfaction and affective commitment. The study encompasses workers of the service sector in Bahrain.

Design/methodology/approach

In total, 300 questionnaires were distributed, using a simple random sample, to employees of different service industries. The response rate was (73%). Simple and multiple regressions were used to analyze the data and test hypotheses.

Findings

The main findings of the study reveal a significant positive relationship between IM practices and customer orientation. It also indicates a significant positive effect of one of IM practices, internal communication, on customer orientation. The regression confirms a significant positive effect of IM on job satisfaction and affective commitment. Furthermore, the effect of job satisfaction and affective commitment on customer orientation were demonstrated. In addition, the results show a mediating effect of job satisfaction and affective commitment on the path of the relationship between IM and customer orientation, which was full for job satisfaction and partial for affective commitment.

Originality/value

This paper was trying to address a societal problem, the mediating role of job satisfaction and affective commitment in the direct path along the relationship between IM and customer orientation in the private sector in Bahrain. This cannot be done in a vacuum, as all research builds upon previous work. A deep literature review of books and journals on what is known so far about the problem was a guide to lead us to focus on filling the gaps in the knowledge about such a problem.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

Keywords

To view the access options for this content please click here
Article

Martina G. Gallarza, Maria Eugenia Ruiz-Molina and Irene Gil-Saura

Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on…

Abstract

Purpose

Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.

Design/methodology/approach

The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect effects through both cognitive and affective satisfaction.

Findings

Notably, the results highlight the mediating role of shoppers’ emotional and social value on the linkages between satisfaction and loyalty. Therefore, this study has proved the embedded impact of value dimensions on overall satisfaction and behavioural intentions in a cognitive-affective-behavioural framework.

Practical implications

Managerially, retailers who intend to build long-term relationships with their customers will benefit by investing in emotional factors along with cognitive factors, on the assumption that cognitive factors lead to emotional factors, and that both affect loyalty to the service provider through cognitive and affective satisfaction.

Originality/value

This work can be said to have made two substantial contributions to previous literature. First, the old but constantly renewed dichotomy between utilitarian and hedonic attributes in retailing has emerged in the work, in the sense that different value dimensions (two utilitarian, one hedonic and one social) have been proved to be differently related to customer satisfaction (both cognitive and affective), and indirectly to customer loyalty. And second, this work has also proved the existence of a chain of effects between value dimensions: product quality and value for money to emotional value, and this to social value.

Details

Management Decision, vol. 54 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

To view the access options for this content please click here
Article

Peter Hosie, Piyush Sharma and Russel P.J. Kingshott

The purpose of this paper is to extend the “Happy-Performing Managers” thesis to show that managers’ job-related affective well-being and affective job satisfaction

Abstract

Purpose

The purpose of this paper is to extend the “Happy-Performing Managers” thesis to show that managers’ job-related affective well-being and affective job satisfaction mediate the impact of their role stressors (ambiguity, conflict and overload) on their contextual job performance.

Design/methodology/approach

Results from an online survey of 305 managers from the private, public and third sectors in Western Australian support most of the hypotheses. The psychometric properties of all the scales were analysed using confirmatory factor analysis and the conceptual model was tested using structural equation modelling.

Findings

Role stressors have a direct negative effect on the managers’ affective well-being and affective job satisfaction, which, in turn, mediate the negative effects of the three role stressors on the managers’ contextual performance.

Research limitations/implications

Conceptual and managerial contributions along with methodological limitations and future research directions are discussed.

Originality/value

Contemporary managers face a wide range of intrinsic and extrinsic role and environmental stressors. This research suggests that organisations may need to redesign manager roles to reduce their role stressors (ambiguity, conflict and overload) in order to optimise their contextual performance.

To view the access options for this content please click here
Article

Marcelo Royo‐Vela and Paolo Casamassima

This paper aims to explore some of the effects of belonging to a virtual brand community on consumer behaviour. It also proposes the concept of belonging as a…

Abstract

Purpose

This paper aims to explore some of the effects of belonging to a virtual brand community on consumer behaviour. It also proposes the concept of belonging as a three‐dimensional construct.

Design/methodology/approach

The paper proposes that belonging to a virtual community has positive effects on consumer satisfaction, affective commitment and word‐of‐mouth behaviour. After validation of the measurement scales the hypotheses are contrasted through modelling.

Findings

The data show that belonging to a virtual community may enhance consumer satisfaction, affective commitment and word‐of‐mouth advertising towards the brand around which the community is developed. In addition, the paper introduces a third dimension to the construct of belonging, called non‐participative belonging. Active participative belonging influences the level of satisfaction and affective commitment more positively than passive and non‐participative belonging.

Research limitations/implications

Data were obtained through surveys, web surveys and online interviews. There were also limitations of sample size and sampling procedure.

Practical implications

Managers may enhance consumer satisfaction, affective commitment and word‐of‐mouth advertising by developing virtual brand communities and promoting consumers' participation in them.

Originality/value

Previous works that have focused on virtual brand communities have never concentrated on virtual brand communities within Facebook. In addition, prior to this study, belonging to a virtual brand community was a two‐dimensional construct: active and passive participative belonging. The paper identifies a third dimension as non‐participative belonging. Thus this paper offers new areas for future research.

To view the access options for this content please click here
Article

Peter J. Hosie and Peter Sevastos

The purpose of this paper is to emanate from an enduring stream of research into individual performance and organisational productivity where happy employees are believed…

Abstract

Purpose

The purpose of this paper is to emanate from an enduring stream of research into individual performance and organisational productivity where happy employees are believed to perform better. Decades of research have been unable to establish a strong link between workplace happiness and performance. A variation on the enduring employee happiness‐productivity debate is evolving the “happy‐performing managers” proposition.

Design/methodology/approach

An empirical investigation reports on the impact of two important aspects of job happiness – self‐rated affective wellbeing and intrinsic job satisfaction – on superiors' ratings of managers' contextual and task performance. An ancillary methodological objective of the study is to establish the structure of managers' performance.

Findings

A partial model of managers' affective wellbeing, intrinsic job satisfaction and performance contributed an understanding to how specific indicators of affective wellbeing and intrinsic job satisfaction predict certain dimensions of managers' performance.

Practical implications

Changes in the workplace emphasises are needed to ensure managers can retain and improve their positive affective wellbeing by working smarter and faster, rather than harder and longer.

Originality/value

A contribution of this paper is to provide qualified support for the “happy‐performing managers” proposition by linking the conceptual bases relating to managers' affective wellbeing, intrinsic job satisfaction and to their performance. These findings progress the debate as to how work might be structured to improve managers' affective wellbeing and consequently their performance. Perhaps, it is timely to consider moving away from the negative forms of psychology and affirm managers' future by embracing the “happy‐performing managers” proposition.

Details

International Journal of Workplace Health Management, vol. 2 no. 2
Type: Research Article
ISSN: 1753-8351

Keywords

To view the access options for this content please click here
Article

Chung-Yu Wang, Li-Wei Wu and Chung-Lun Wei

This study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their…

Abstract

Purpose

This study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length.

Design/methodology/approach

Student interviewers approached customers who were exiting banks at two skip intervals in Taiwan. The final survey sample consists of 227 respondents.

Findings

Empirical results confirm that optimal customer participation (CP) influences affective commitment through increased customer satisfaction. The optimal level of CP with customer satisfaction and affective commitment is high if the relationship length is long.

Originality/value

This article shows that the marginal benefits of CP on customer satisfaction and affective commitment become negative after an optimum level. Furthermore, relationship length moderates the aforementioned relationships.

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

Keywords

To view the access options for this content please click here
Article

Talat Islam, Saif Ur Rehman Khan, Ungku Norulkamar Bt. Ungku Ahmad, Ghulam Ali and Ishfaq Ahmed

The purpose of this paper was to investigate the relationship among organizational learning culture (OLC), psychological empowerment (PE), job satisfaction, affective

Abstract

Purpose

The purpose of this paper was to investigate the relationship among organizational learning culture (OLC), psychological empowerment (PE), job satisfaction, affective organizational commitment and turnover intention, as very little has been conducted in this regard.

Design/methodology/approach

A quantitative research design was used via a questionnaire among 412 Malay-Chinese working in the banking and insurance sector of Malaysia.

Findings

OLC and PE were found to influence positively on job satisfaction and affective commitment, but negatively on turnover intention. In addition, job satisfaction was found to perform the role of mediator.

Research limitations/implications

The study used self-reported data based on cross-sectional survey.

Practical implications

OLC and PE were found to influence affective commitment and turnover intention directly and indirectly, providing an avenue of approach for managers to retain their key employees.

Originality/value

The paper examines OLC and PE as antecedents of employees’ attitudes (i.e. job satisfaction, affective commitment and turnover intention), neglected variables along with the mediation of job satisfaction.

Details

Journal of Asia Business Studies, vol. 8 no. 3
Type: Research Article
ISSN: 1558-7894

Keywords

To view the access options for this content please click here
Article

Mark S. Johnson, Eugene Sivadas and Ellen Garbarino

This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk…

Abstract

Purpose

This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk associated with a service organization. It also aims to include the effects of a customer's prior experience with the organization and experience with other organizations in the service category in the models.

Design/methodology/approach

Structural equation models of data from a survey to customers of a performing arts organization (sample size=401) are used to test the hypotheses.

Findings

The study suggests that commitment has a positive influence on customer satisfaction and diminishes risk perceptions. There is less support for a model in which satisfaction increases commitment and reduces perceived risk.

Originality/value

There has been recent controversy as to whether customer satisfaction leads to customer loyalty. This study provides a different perspective by suggesting that customers with high commitment to an organization use satisfaction surveys to express their loyalty.

Details

Journal of Services Marketing, vol. 22 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

To view the access options for this content please click here
Article

Shilpi Saha and Saraf Pavan Kumar

The purpose of this paper is to investigate the moderating role of organizational culture in affective commitment and job satisfaction relationship.

Abstract

Purpose

The purpose of this paper is to investigate the moderating role of organizational culture in affective commitment and job satisfaction relationship.

Design/methodology/approach

Responses were collected from 712 employees working in nine different Indian central public sector enterprises /state-owned enterprises (SOEs) by using a questionnaire-based survey. Theoretical analysis is based on social exchange theory and managerial grid theory. Data were analyzed by using partial least squares structural equation modeling.

Findings

The establishment of organizational culture as a moderator in Indian organizations is unique. This study has utilized data from employees working in different departments of organizations to provide unbiased responses. The results demonstrate that impact of affective commitment on employees’ job satisfaction is moderated by supportive and innovative cultures. Additionally, this research also proves that bureaucratic culture does not play a crucial role in moderating the relationship between organizational commitment and employees’ job satisfaction.

Research limitations/implications

Results are relevant to top-level and middle-level management in which people are involved in the governance of the organization, both directly and indirectly. There should be fixed working hours and optimum time management. Due to growing pressure, few employees who have personal obligations toward their families, such as nursing mothers and stressed individuals, should be provided with flexible working hours. In this way, culture can become supportive to cater to different needs of employees.

Originality/value

Till date, organizational culture as moderator has received very less attention in India. The establishment of organizational culture as a moderator in Indian SOEs is unique. The results add to the growing literature of commitment from non-western context as this study is based on Indian samples. This study has utilized data from employees working in different departments of organizations to provide unbiased responses.

Details

International Journal of Public Sector Management, vol. 31 no. 2
Type: Research Article
ISSN: 0951-3558

Keywords

To view the access options for this content please click here
Article

Chris Baumann, Suzan Burton, Gregory Elliott and Hugo M. Kehr

This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and…

Abstract

Purpose

This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to remain with their main bank short‐term (in the next six months) and long‐term (from six months to five years).

Design/methodology/approach

The study was based on a mail survey of 1,951 individuals. Potential predictors were drawn from the literature and included in three separate regression models to model different types of loyalty.

Findings

The results indicate that willingness to recommend is best predicted by affective attitude, overall satisfaction and empathy. Short‐term behavioural intentions, however, were best predicted by overall satisfaction and responsiveness, while long‐term intentions were predicted by overall satisfaction, affective attitude and empathy. The three models explained a substantial amount of the variation in the dependent variables: 71 per cent for willingness to recommend, 43 per cent for short‐term intentions and 46 per cent for long‐term intentions.

Research limitations/implications

The study adds to the discussion of the relationship between perceived satisfaction, service quality and a customer's intentions to recommend a bank and/or remain a customer. The results also contribute to the development of more parsimonious models, suggesting that affective attitude, overall satisfaction, empathy and responsiveness together explain a large percentage of the variation in customers' intentions.

Practical implications

Based on this study's findings, banks can profile customers with potential for defection based on only four variables.

Originality/value

The results demonstrate the importance of satisfaction measures and some SERVQUAL dimensions in predicting loyalty in retail banking. It also found evidence that not all five SERVQUAL measures are needed to profile customers and predict loyalty.

Details

International Journal of Bank Marketing, vol. 25 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

1 – 10 of over 15000