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Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered, researchers have focused on the satisfaction of the salesperson with his job and/or the impact of this job satisfaction on performance (e.g. Bluen, Barling & Burns, 1990; Churchill, Ford & Walker, 1979; Pruden & Peterson, 1971). To concentrate on salesperson performance while neglecting customers is to ignore the most important half of the relationship between buyers and sellers and entirely disregards the marketing concept and the streams of research in customer satisfaction. This research takes a different approach and examines customers’ satisfaction with salespeople.

Many studies have documented that satisfaction does not always result in loyalty, and that dissatisfaction does not necessarily result in defection. In response, this study goes beyond satisfaction and proposes the moderating effects of locational convenience, interpersonal relationships, and commitment between satisfaction and customer loyalty across search, experience, and credence attribute services.

Hierarchical moderated regression analysis was used to test the hypotheses.

The results suggest that from search attribute services to experience and credence attribute services, the relative importance of locational convenience with regard to retaining dissatisfied customers is likely to decline. Search and experience attribute services that can develop and maintain close interpersonal relationships with their customers are more likely to retain dissatisfied customers. Commitment maintains customer loyalty, even when customer satisfaction is lower across search, experience, and credence attribute services.

This study discriminates dissatisfied customers' loyalty behaviors based on locational convenience from those behaviors resulting from interpersonal relationships and commitment across service types, and thus has significance for the marketing strategies of businesses providing different service types, particularly in terms of dissatisfaction resolution strategies.

With the development of the economy, Chinese consumers increasingly seek and emphasise hedonic value over utility value when shopping. The purpose of this paper is to examine the relationship between shopping and consumers’ subjective well-being (SWB), the mediation effect of interpersonal relationship satisfaction and the moderation effects of tradition-directedness and trust in strangers on this relationship.

This research includes two studies. Study 1 tested hypotheses regarding the effects of general shopping behaviours based on data from the 2012 Survey of the Chinese General Social Survey (n=5,210). Study 2 tested hypotheses regarding the effects of mall shopping based on a questionnaire survey conducted in 2016 (n=251).

Results showed that shopping promoted SWB and interpersonal relationship satisfaction mediated this correlation. Findings also revealed that both the direct effect of mall shopping on SWB and the indirect effect through interpersonal relationship satisfaction were contingent on the level of tradition-directedness; the direct effect was significant only at a low level of tradition-directedness. Trust in strangers moderated the effect of mall shopping on interpersonal relationship satisfaction.

The economy and society in China are changing tremendously, affecting consumers’ values and behaviour. This study highlights one aspect of this change, provides a framework for the exploration of the relationship between shopping and SWB and extends a new understanding of how Chinese consumers’ behaviours and lifestyles are associated.

Work–family conflict is one of the most challenging stressors for construction industry professionals to cope with emotional problems. This study aims to propose a model linking work–family conflict and high-quality relationships among project team members and explore mediating effects of life and job satisfactions.

A theoretical framework was established based on the spillover theory and social exchange theory. Data were obtained by a questionnaire survey conducted with 328 respondents working in construction projects. Structural equation modeling (SEM) was used to test interrelationships among work–family conflict, job satisfaction, life satisfaction and high-quality relationship.

The results indicate that work–family conflict is negatively associated with both job and life satisfactions of construction professionals. In addition, there were direct and positive relationships between satisfaction domains and high-quality relationship capacity. The findings further support that job satisfaction plays a mediating role between work–family conflict and high-quality relationship among construction professionals, while life satisfaction does not mediate the relationship.

The effects of interrole conflicts on the context of satisfaction have been investigated previously; however, there is a lack of knowledge regarding its influence on high-quality relationship among project team members. This study extends the body of knowledge on high-quality relationships among project team members to understand how conflict and satisfaction factors influence interpersonal relationships in construction project management.

The business process outsourcing (BPO) industry in India has always been characterized by ungodly hours, monotonous job, low perceived value, dispirited efficiency resulting to high attrition level. Notwithstanding the ever rising attrition rate, it has become critical for the companies to satisfy their employees in order to retain them. The purpose of this paper is to determine what and how job‐related and demographic variables are associated with employee satisfaction of the BPO employees.

Data collected from 500 middle level BPO employees was analyzed using SPSS 16.0. T‐tests and Duncan's post hoc tests were done to compare the various dimensions of employee satisfaction across selected demographic variables such as gender, marital status, education, age and tenure. Correlation was done to find out the relationship between employee satisfaction and various job characteristics as well as demographic variables and finally, regression was done to find out the actual determinants of employee satisfaction.

There is difference of perception towards the job‐related variables on the basis of gender, marital status, education, age, and tenure. Correlations revealed that interpersonal relationships, career progression, salary, company policies, working conditions, and authority have significant positive relationship with employee satisfaction and only accountability had a significant negative relationship with employee satisfaction. Regression revealed the significant determinants of employee satisfaction which were interpersonal relationships, career progression, salary, gender, accountability, and authority.

The study exclusively used surveys to poll work‐related satisfaction from the employees working only in BPO in India and considers only ten job‐related variables and five demographic variables for the study.

The comprehensive study of employee satisfaction is helpful for both practitioners and academicians as it helps in disentangling the perceptions about employee satisfaction and also explains the variances among various groups of demographic characteristics. This will enable organizations to correctly gauge employee satisfaction based on the job‐related and demographic characteristics.

Now that the study has revealed the dimensions of employee satisfaction and the crucial determinants of satisfaction, each of these factors can be individually tackled to ensure employee retention.

The present study illuminates the existing theoretical foundations regarding employee satisfaction by exploring the detailed and ample responses provided by BPO employees in Indian industry; this can help practitioners to make robust managerial decisions.

Due to the recent emergence of numerous retail options, the fashion market has become more competitive. Consumers are offered more products choices for their purchase. This has created significant challenges to fashion retailers in attracting new and retaining existing customers. This research proposes that an interpersonal relationship between employees and customers is an effective means for companies to influence the purchase decisions and experiences of customers. We have conducted an empirical study to investigate the impact of interpersonal relationships on customer satisfaction and brand loyalty in the casual wear market. Our findings show that trust in an interpersonal relationship between customer-contact employees and customers has a positive effect on customer satisfaction, which in turn, leads to brand loyalty. We suggest that fashion retailers provide training programs to equip frontline employees with professional skills that deal with issues involved in interpersonal relationships. This is an effective means that help customer-contact employees master the necessary skills to satisfy customer needs and retain customers.

This paper aims to determine the dimensions of service quality of advertising agencies and their effects on relationship quality between an advertising agency and their clients through the social and economic exchange.

The intention was to target firms which use the services of an advertising or marketing solutions agency; hence, participants were recruited from a business database service providing details for key decision makers in Australia and New Zealand. An online survey was used in this study.

Creative competence, project management processes and project outcome influenced relationship quality through value and interpersonal relationships. However, only creativity had a significant direct relationship with relationship quality.

Although creativity plays a major role in relationship development, agencies must have efficient and effective project management processes in place to ensure successful project completion within timeline and budget to be able to maintain ongoing relationships with their clients.

The research draws upon literature from three key disciplines, service quality, relationship marketing and project management, to address the gaps in the current literature related to customer relationship management in the B2B client–agency context.

The purpose of this study is to examine the behavioral and emotional outcomes of nostalgic brand meanings derived from brand use that occurs in the early stages of a romantic relationship.

This research uses survey data (n = 656) and relies on structural equation modeling to test the hypotheses.

Relationship brand nostalgia has implications for how the relationship partners use the brand together as part of celebrating special occasions, how connected the brand is to their relational identity and how upset they would be if the brand was discontinued. Additionally, interpersonal relationship characteristics (relationship satisfaction and relationship power) influence these outcomes of relationship brand nostalgia.

The findings from this research show that it is important to account for real (experienced) brand nostalgia when considering behavioral and emotional implications of nostalgia in consumer–brand relationships. Specifically, brand use as part of early romantic relationship milestones influences the creation of nostalgic brand meanings, which in turn influence shared brand use, relational brand connections and brand separation distress.

Brand managers can increase relational brand connections and brand separation distress by encouraging shared brand use as part of romantic relationships milestones.

This research addresses gaps in extant research by examining the outcomes of relationship brand nostalgia, which is defined as brand nostalgia anchored in shared brand use that occurred as part of early relationship milestones.

The literature has shown that organizational culture influences job satisfaction in various industries such as tourism, banking and retail. As a result, investigating the impact of culture and organizational structure is a topic of growing interest. In this context, the purpose of this paper is to examine whether marketing culture has a positive effect on job satisfaction in banking firms.

This study employed a survey methodology. Surveys were conducted in Istanbul, Turkey, with service industry employees of private banks and insurance companies. To measure the marketing culture, Webster’s (1990) marketing culture model with 34 items was adopted. Six basic dimensions of “service quality, interpersonal relationships, selling task, organization, internal communication and innovativeness” were measured using the survey instrument. Job satisfaction was measured using the 20-item Minnesota Satisfaction Questionnaire on the following two dimensions: intrinsic satisfaction and extrinsic satisfaction. The data were analyzed with SmartPLS 2.0 and SPSS 21 programs.

It was found that marketing culture had a significant and positive effect on job satisfaction. In particular, the marketing culture factors had a greater effect on extrinsic satisfaction in banking firms. In this regard, service quality, organization, selling task and innovativeness had a positive effect on extrinsic satisfaction.

This study supports the argument that the concept of marketing culture is different from the market-oriented culture type. In addition, this study shows that marketing culture has a positive effect on job satisfaction in banking firms.

Findings of studies on self‐appraisals conducted mainly in non‐educational settings indicate that self‐ratings are generously inflated, do not correlate with other sources, and show less reliability than ratings from counter‐positions. Reports on self‐appraisals in an educational setting using perceptions of teacher interns and their supervisors. Self – and supervisor appraisals were found to be significantly correlated, with self‐appraisals showing less leniency than corresponding supervisor appraisals. In addition, self‐appraisals were a better predictor of job satisfaction than supervisor appraisals.