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Although previous studies have analyzed the affective reaction of employees toward benefits, results remain inconclusive. The purpose of this paper is to pay specific attention to the flexibility of benefit systems and analyze whether the effect of this flexibility on employee’s benefit satisfaction is moderated by employees’ personality traits.

The data of this study have been collected from a sample of 874 employees working in Spanish firms, through survey. The data were analyzed using partial least squares modeling.

The results of this study show how self-efficacy has a negative moderating effect on the relation between benefit flexibility and benefit-level satisfaction. Similarly, the authors find a negative moderating effect of internal locus of control on the relationship between benefit flexibility and benefit determination satisfaction.

Future studies should consider other personality traits that have an even stronger moderating effect.

This paper sheds some light on how the flexibility of benefit systems can be an effective source of satisfaction and what kind of employees can be more satisfied with them. For human resource managers, it is necessary to know how differently employees react to human resource practices in order to be able to effectively adjust these practices to the appropriate employees.

This work contributes to human resource literature by analyzing some personality traits that may condition the effectiveness of benefit systems. In this sense, it responds to recent calls asking for more studies aimed at analyzing the role of the employees on the effectiveness of human resource practices.

This study examines factors that affect customer lifetime value (CLV) in fast-food restaurants (FFRs) in Jordan. These factors are relational benefits, brand experiences, service quality (SQ), satisfaction, trust and commitment.

An online survey was collected from a sample of 503 respondents. The authors used SPSS to test the constructs' relationships and analyse the data. SmartPLS was used to test the hypotheses.

In contrast to previous studies, not all dimensions of brand experiences and relational benefits had a significant and positive influence on relationship marketing outcomes (satisfaction, trust and commitment). On the other hand, results demonstrated that SQ had a significant and positive influence on relationship marketing outcomes. Furthermore, research reveals that satisfaction, trust and commitment significantly and positively influenced CLV.

Those FFRs that seek to enhance CLV should build solid and sustainable bonds with their customers. This paper concludes by stating its implications, its limitations and the opportunities available for future research.

This study, which is unique in the Middle East, includes essential strategies for managing customer relationship that can be universally applied to improve customer benefits and maximise the performance of businesses.

This paper seeks to demonstrate that assuming an increase in satisfaction will always lead to greater loyalty oversimplifies the complex association between these constructs. A more accurate view of the satisfaction‐loyalty relationship is gained by examining the moderating effect of involvement, switching costs, and relationship benefits.

This paper reports the results of a hierarchal‐moderated regression analysis on data gathered from a national mail survey of 509 customers across nine service types.

The findings of this study suggest that the satisfaction‐loyalty relationship is not as simple as it seems. Specifically, the negative effect that switching costs have on the association between satisfaction and loyalty declines as customer involvement with the service relationship grows, but increases as the customer perceives greater relationship benefit. These findings suggest that simply enhancing satisfaction will not always generate greater customer loyalty.

Future research should consider the effects of other moderating variables, such as relationship investment and quality, on the satisfaction‐loyalty link.

This paper provides managers with insight as to how to best increase customer loyalty.

This paper is the first to simultaneously examine the moderating effect of customer involvement, switching costs, and social benefits on the satisfaction‐loyalty association.

This study aims to apply the information system success model (ISSM) to examine the relationships among actual use, use continuance intention, user satisfaction and net benefits in the context of quick-service restaurant (QSR) patrons using two contactless technologies (CT): self-service kiosks (SSK) and mobile applications (MA) for food ordering. The study also investigates the moderating roles of social interaction anxiety (SIA) and language proficiency (LP) in the abovementioned relationships.

Survey data from 421 QSR patrons with experience using McDonald's SSK and MA were collected and analyzed through a seemingly unrelated regressions (SUR) technique.

Research findings reveal positive associations among actual use, use continuance intention and satisfaction with CT (i.e. SSK and MA). The actual use and satisfaction with CT are positively associated with individual benefits, leading to improved patron satisfaction with QSR. Findings also reveal that, in the case of MA, SIA positively moderates relationships between actual use/satisfaction and individual benefits and between satisfaction and organizational benefit, while LP shows negative moderating effects on those relationships.

This study is one of the first attempts to present empirical evidence of constructs in the ISSM (actual use, use continuance intention, satisfaction and individual/organizational benefits) in the context of QSR patrons using SSK and MA. It also shows that using MA can address some patrons' psychological problems interacting with others in their food-ordering processes.

The paper seeks to empirically identify the theoretically ambiguous relationship between employer fringe benefit provision and worker job satisfaction.

Using the five most recent waves of the National Longitudinal Survey of Youth, both pooled cross‐section and fixed effects estimates explain the relationship between fringe benefits and job satisfaction. The potential endogenous relationship is also tested using a recursive bivariate probit procedure.

Fringe benefits are significant and positive determinants of job satisfaction. The potential endogeneity between fringe benefits and job satisfaction is not shown in this dataset while controlling for fixed effects does not remove the significant impact of fringe benefits.

A limitation is the inability to control for total compensation within the estimations and control for wage changes as a result of fringe benefit provision.

Higher levels of worker job satisfaction, potentially resulting from fringe benefit provisions, have been linked to important productivity measures such as lower quit rates and absenteeism.

The paper is the first to study the relationship between fringe benefits and job satisfaction in detail while additionally testing for the endogeneity of the relationship and controlling for fixed effects.

The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment.

An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results.

Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction.

Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers.

This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan.

Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits (special treatment benefits and confidence benefits) on relationship quality and word of mouth (WOM) for online retailers. The conditional mediating role of relationship quality between customer satisfaction and WOM is also examined.

A sample of 700 MBA students from two universities in Punjab (North India) has been used to collect data. Structural equation modelling and PROCESS Macro (Hayes (2017) have been used for data analysis (mod mod mediation).

When customers perceive high confidence benefits, special treatment benefits moderate the mediational role of relationship quality between customer satisfaction and WOM. Specific conditions under which use of confidence benefits and special treatment benefits are successful for online retailers have also been identified.

Tailored use of special treatment benefits with confidence benefits in appropriate combinations will help the online retailers in segmenting the customers and differentiating amongst them according to the customers’ receptivity towards these benefits. Marketers can devise communication strategies, create customer segments and position their services using the results obtained in the study.

The present study is the first of its kind which clarifies as to why the previous literature considered special treatment benefits as less relevant to customers. It also establishes the situations in which these benefits successfully moderate the effect of customer satisfaction in developing relationship quality and eliciting positive WOM in the Indian internet retailing context.

Marketing the products of other companies within an individual company intranet can benefit both employees and the company itself. This study examines the dimensions of satisfaction with a business‐to‐employees (B2E) benefit system and the linkages between satisfaction and organizational citizenship behavior (OCB). Structural equation modeling of data shows that convenience, delivery, interface, accuracy, price and security are factors that affect employee satisfaction with the B2E benefit system. Price is more important to the satisfaction of males than females. Significant, positive relationships were found between satisfaction and OCB. Perceived organizational support plays a stronger mediating role in leading to OCB for females than it does for males.

The purpose of this paper is to investigate the impact of four important influencing factors on user satisfaction with an in-house developed ERP module in a large oil and gas company in Saudi Arabia. It explores whether communication campaigns, training, benefits, ease of use (EoU) are key antecedents of user satisfaction, and examine the mediating effects of EoU and benefits on satisfaction.

A questionnaire was developed and distributed to a sample of 104 ERP users who were actively engaged in the ERP system implementation process. The partial least square method was used to test the research model. Baron and Kenny’s approach was used to test the mediating effects.

The proposed research model explained 62.7 percent of the variance in ERP user satisfaction. The results showed that EoU fully mediates the relationship between the training and communications and the benefits. Both EoU and benefits fully mediate the relationship between training and satisfaction and partially mediate the relationship between communications and satisfaction.

The findings of this study imply that training programs and communication campaigns should be designed in such a way that foster the EoU and convey and convince the ERP stakeholders about the benefits and values of ERP systems.

This study extends the understanding of salient factors affecting the ERP satisfaction in a different setting, namely in an oil & gas industry of a developing country. Although academic research of ERP satisfaction is abundant, this study contributes to the field by examining the mediating effects which rarely tackled in the extant research studies.

The study investigates different roles (antecedent, mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits (confidential, social and special treatment benefits) on customer involvement.

Structural equation modeling (using Amos) is used for analyzing the data, collected from a survey of 212 sample respondents of the private commercial banking sector.

Results suggest that customer involvement does have antecedent and mediated influence on rapport-satisfaction link while the moderation impact of customer involvement is not supported. In contrast, social treatment benefit is found as the most important relational benefit for developing customer involvement in Bangladesh followed by confidence and special treatment benefit.

Findings will assist bank management to set effective future strategies and to manage successful relationships with customers in order to motivate customer satisfaction with the bank. But the study may suffer from lack of generalization and poor sample representation as it focuses on a single country (Bangladesh) and a single industry (banking sector).

The paper for the first time attempts to reveal antecedent, mediator and moderator role of customer involvement in rapport and satisfaction. It also identifies the level of importance among three relational benefits for Bangladeshi bank customers.