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1 – 10 of over 4000
Article
Publication date: 14 November 2008

Ahmad Jamal and Adegboyega Adelowore

Many have applied the concept of congruence or fit in the context of person‐organization, person‐environment and person‐person relationships and interactions. However, despite the…

8229

Abstract

Purpose

Many have applied the concept of congruence or fit in the context of person‐organization, person‐environment and person‐person relationships and interactions. However, despite the significance of customer‐employee interactions and relations in a services context, no research has investigated the effects of congruence between a customer's self‐concept and employee‐image on important relational outcomes such as relationship satisfaction, loyalty to employees and satisfaction towards service provider. The paper aims to fill this gap in the literature and to investigate the effects of self‐employee congruence on customer satisfaction via the mediating effects of personal interaction, relationship satisfaction and loyalty to employees. The paper also seeks to investigate the links among personal interaction, relationship satisfaction and loyalty towards employees.

Design/methodology/approach

The paper uses a causal modelling approach and proposes a conceptual model after an extensive review of the literature related to consumer behaviour, organizational behaviour, relationship marketing and services marketing. The paper is based on a sample of 203 customers of bank users in Nigeria who completed a self‐administered questionnaire. The paper uses confirmatory factor analysis and SEM to analyse and confirm the conceptual model proposed in this research.

Findings

The paper demonstrates that self‐employee congruence is an important antecedent of personal interaction, relationship satisfaction and loyalty to employees each of which is in turn positively linked to customer satisfaction towards the service provider.

Research limitations/implications

The paper discusses implications for service marketers and for retail banking sector and highlights the significance of self‐employee congruence for service design and delivery, advertising strategies and suggests future research directions.

Originality/value

The paper is first of its kind to discuss the effects of perceived similarities between customers and employees on some important relational constructs such as personal interaction, relationship satisfaction, loyalty towards employees and towards customer satisfaction.

Details

European Journal of Marketing, vol. 42 no. 11/12
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 22 March 2022

Wilson K.S. Leung, Man Kit Chang, Man Lai Cheung and Si Shi

Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or…

1588

Abstract

Purpose

Social commerce (s-commerce) is an online business model combining commercial and social features. Vendors may engage in a business-oriented relationship with customers and/or establish a personal relationship with customers. The role performed by the vendors may not match customer expectations and needs, resulting in low repurchase intention. Drawing on role theory in the context of customer orientation, this study integrates functional customer orientation (FCO) and relational customer orientation (RCO) with the expectation–confirmation model (ECM) to propose a theoretical framework for explaining customers' post-consumption behaviors. This study also examines how product-specific attributes moderate the effect of FCO and RCO on customer satisfaction.

Design/methodology/approach

This study analyzed 273 survey responses from WeChat users by using PLS-SEM.

Findings

The results confirmed that the confirmation of customer expectations positively affected FCO and RCO. Additionally, FCO and RCO had different effects on customer satisfaction, depending on product type and brand awareness, and their effects on customers' post-consumption behaviors also varied.

Research limitations/implications

The findings suggest that both business and social roles are important to customers in C2C s-commerce. This study also demonstrates product characteristics moderating the effectiveness of customer orientation on customer satisfaction.

Practical implications

This study provides empirical support for vendors and platform developers to implement appropriate selling strategies and manage customer expectations in C2C s-commerce.

Originality/value

This study is the first to incorporate FCO and RCO into the ECM theoretical framework to obtain new insights into vendors' selling approaches in C2C s-commerce, thus contributing to the marketing literature.

Article
Publication date: 19 June 2009

Paolo Guenzi, Michael D. Johnson and Sandro Castaldo

The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are…

7452

Abstract

Purpose

The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and customer to the store itself.

Design/methodology/approach

Using partial least square (PLS) on a sample of 393 customers of an Italian supermarket retailer, a model linking customer trust (in the store, in store branded products and in sales associates) to overall perceived value and store loyalty intentions and behaviors is tested. Subsequently an expanded model to determine the influence of managerially controlled antecedent variables (salespeople's trustworthiness, store environment, store assortment, and communications) is estimated on the various trust levels.

Findings

Trust in the salesperson and trust in store branded products have positive effects on overall store trust. Store trust, in turn, increases perceived value and loyalty intentions. Looking at the drivers of the three levels of customer trust, salesperson trustworthiness positively affects only trust in the salesperson. Store environment has a positive impact only on overall trust in the store. Store communication fosters all three levels of customer trust, while store assortment increases both overall trust and trust in store branded products.

Practical implications

Findings of the study suggest an alternative perspective to the dominant strategies in grocery retailing services. To foster store patronage, retailers have typically invested in price cuts, promotions and loyalty schemes. Store managers may rather use sales associates, the store environment, store assortment, store branded products, and communication to foster customer trust and increase customer loyalty. Managing store brands with the goal to build trust, as opposed to increase immediate profit margins, may call for a completely different approach to private labels. Similarly, the potential relevance of interpersonal trust may suggest retailers to devote more resources to selection, recruitment and training of sales associates, and may stimulate changes in evaluation criteria, incentive schemes and reward systems.

Originality/value

The study aims at filling two important gaps in the literature: the scarcity of comprehensive store patronage models and the lack of exploration of the operational means of improving customer trust in retail services.

Details

Journal of Service Management, vol. 20 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 April 2011

Yu Kyoum Kim, Galen T Trail, Boyun Woo and James Zhang

The purpose of this research was to develop the Sports Consumer-Team Relationship Quality Scale (SCTRQS). In Study I, content validity was established through a comprehensive…

Abstract

The purpose of this research was to develop the Sports Consumer-Team Relationship Quality Scale (SCTRQS). In Study I, content validity was established through a comprehensive review of literature and tests of content validity, including expert review. Based on the assessment of psychometric properties, theoretical relevance of the items and parsimoniousness of the scale, items were refined for two following studies. Results indicated that the SCTRQS would be a valid tool for marketers and managers to assess relationship quality with their consumers for marketing strategies, effectiveness of advertising campaigns, sponsorship value and value for stakeholders.

Details

International Journal of Sports Marketing and Sponsorship, vol. 12 no. 3
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 15 June 2010

Sergios Dimitriadis

This paper aims to investigate the different types of perceived relational benefits in the bank‐retail customer relationship. It further seeks to assess the influence of these…

2648

Abstract

Purpose

This paper aims to investigate the different types of perceived relational benefits in the bank‐retail customer relationship. It further seeks to assess the influence of these benefits on satisfaction with the bank and on three behavioral outcomes, word‐of‐mouth, intention to continue the relationship and cross‐buying.

Design/methodology/approach

Three focus groups with retail bank customers were conducted to identify perceived relational benefits. Then exploratory and confirmatory factor analyses were run on survey data to confirm the structure of relational benefits. Finally, a structural equation model was estimated in order to test the relationships between relational benefits, satisfaction with the bank and behavioral outcomes. The country of study was Greece.

Findings

Five types of perceived relational benefits were identified: two trust‐related (competence and benevolence), special treatment, social and convenience. Only competence and convenience significantly affect satisfaction with the bank. No direct link between relational benefits and behavioral outcomes was found, as satisfaction plays a mediating role between them.

Research limitations/implications

Findings are context specific but extend previous knowledge on the nature of relational benefits and point out the need to study trust benefits in a multidimensional way as well as to further confirm “convenience” relational benefits.

Practical implications

Findings suggest additional leverages to build relationships and help identify priorities for enhancing overall bank satisfaction through relational actions.

Originality/value

This is the first time that two types of trust‐related benefits are distinguished and a convenience benefit is identified. Further, two of these newly identified benefits (convenience and competence) are the ones that build satisfaction.

Details

International Journal of Bank Marketing, vol. 28 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 10 October 2008

Sijun Wang and Lenita Davis

Current relationship marketing literature has stressed the importance of building customer‐employee bonds. These efforts sometimes result in customer‐employee relationships that…

2022

Abstract

Purpose

Current relationship marketing literature has stressed the importance of building customer‐employee bonds. These efforts sometimes result in customer‐employee relationships that overwhelm or supersede the customer‐firm relationships. Previous studies report that such an imbalance weakens the firm's position with the customer. Very little research has investigated what factors contribute to the imbalance and its consequences for the firm's relationship with the customer. This research aims to look at customer relationship quality (RQ) imbalance, specifically the imbalance that favors the employee, and identifies six factors as important antecedents. Also studied are the customers' cognitive and emotional reactions to the termination of the customer‐employee relationship when RQ imbalance favors the employee.

Design/methodology/approach

In total, 780 customer‐employee pairs from 72 service firms were surveyed using a structured questionnaire.

Findings

Analyses of variance (ANOVA) revealed significant group difference along all six antecedents and three consequences.

Research limitations/implications

The findings of this study suggest that imbalanced customer relationships might be prevented, or at least predicted, if the causes of such relationship structure are better understood.

Practical implications

Service organizations should be aware of the negative consequences of imbalanced customer relationships and take necessary caution in their company policies in order to eliminate the negative consequences of imbalanced customer relationships.

Originality/value

This study is the first quantitative inquiry into imbalanced customer relationship issues, which are extremely important in the services industry. Thus, it enhances the literature on services management.

Details

Journal of Services Marketing, vol. 22 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 May 2009

Maria‐Eugenia Ruiz‐Molina, Irene Gil‐Saura and Gloria Berenguer‐Contrí

The purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the…

2746

Abstract

Purpose

The purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.

Design/methodology/approach

In order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.

Findings

Confidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.

Research limitations/implications

The present study is limited in its scope and a first approach is considered that it might inspire further research adding new constructs into the model in order to deepen into the analysis of the relationship between customer and retailer relational benefits.

Practical implications

Since the benefits related to purchase risk reduction and confidence are the most influencing on customer loyalty, the retailer should concentrate his efforts in offering guarantees for his products and carrying out communication campaigns for improving corporate image. Also actions providing special treatment benefits might have a positive influence on customer loyalty.

Originality/value

Relational benefits and results for the retailer are studied in four different retail activities.

Details

International Journal of Retail & Distribution Management, vol. 37 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 27 May 2014

Nwamaka A. Anaza and Brian Rutherford

This study aims to examine the satisfaction-loyalty framework on word-of-mouth communications (WOMC) and share-of-purchases in situations where business-to-business (b-t-b) buyers…

2408

Abstract

Purpose

This study aims to examine the satisfaction-loyalty framework on word-of-mouth communications (WOMC) and share-of-purchases in situations where business-to-business (b-t-b) buyers have a relationship with both the salesperson and the selling firm.

Design/methodology/approach

This study uses an online panel to examine respondents with b-t-b purchasing authority for their given firm. Lisrel 8.52 was used to examine the proposed structural model.

Findings

This study finds that satisfaction, loyalty and WOMC with regards to the salesperson directly impacts satisfaction, loyalty and WOMC with the selling firm, respectively. Also, the study finds that certain levels of buyer satisfaction and loyalty impact post purchase behavior and spending.

Research limitations/implications

Several contributions emerge from the proposed model to advance relationships within b-t-b markets by examining methods in which salespeople can directly influence their company’s financial outcome in the form of increased customer spending; examining methods for increasing buyers’ WOMC; expanding the current body of knowledge examining the buyer–selling firm relationship as two unique, but related, relationships; and further revealing the dichotomy between consumer markets and b-t-b markets.

Originality/value

This research authenticates the need to examine satisfaction, loyalty and WOMC from a multi-level perspective in b-t-b environments. Further, the understanding of share-of-purchases is advanced.

Details

Journal of Business & Industrial Marketing, vol. 29 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 5 July 2011

Sergios Dimitriadis

This paper aims to explore benefits customers expect from a long‐term relationship with their bank and the costs associated with such a relationship; it further tests these…

3346

Abstract

Purpose

This paper aims to explore benefits customers expect from a long‐term relationship with their bank and the costs associated with such a relationship; it further tests these relational benefits and costs as segmentation variables.

Design/methodology/approach

A qualitative study based on three focus groups was designed to provide initial input on different types of expected relational benefits and costs. Then, quantitative data were collected from a survey of 209 real bank customers.

Findings

Analysis reveals five types of expected benefits and two types of costs. Four clusters were formed out of these seven expected benefits/costs. These clusters are also different on demographic, behavioral and psychographic variables and present clear and consistent relational profiles.

Research limitations/implications

Scales developed from the focus groups need further validation. Also, findings should be considered as sector and context specific. This work brings additional insight into the nature of expected relational benefits and costs, supports their usefulness for customer segmentation and offers opportunities for studying relational benefits and costs in an integrated way.

Practical implications

Findings provide managers with a better understanding of what customers value in the relationship with their bank and what keeps customers back from having a “close” relationship. Also, relational benefits/costs segmentation is suggested as a powerful tool for targeting and positioning.

Originality/value

The study identifies new types of relational benefits and costs. It is the first time expected relational benefits and costs are studied together and confirmed as meaningful segmentation variables.

Details

Journal of Services Marketing, vol. 25 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 28 July 2023

Laura Innocenti, Silvia Profili and Alessia Sammarra

This study aims to examine the role that four distinct bundles (developmental, utilisation, maintenance and accommodative) of HRM practices play in enhancing work engagement among…

Abstract

Purpose

This study aims to examine the role that four distinct bundles (developmental, utilisation, maintenance and accommodative) of HRM practices play in enhancing work engagement among chronically ill employees, and to analyse whether perceptions of discrimination on the grounds of illness can affect these relationships.

Design/methodology/approach

The data were collected through a quantitative survey using a sample of 669 chronically ill employees of a major Italian company.

Findings

This study's findings confirm the importance of discerning between positive, insignificant and negative effects of distinct HR bundles on chronically ill employees' work engagement. Furthermore, this study's results suggest that the positive effect of utilisation practices (i.e. practices aimed at enabling employees to make full use of existing, but not yet necessarily utilised, individual resources) on engagement is greater when chronically ill employees perceive a discrimination-free work environment.

Research limitations/implications

This study's findings confirm the importance of discerning between positive, no, and negative effects of distinct HR bundles on chronically ill employees' work engagement. Furthermore, this study's results suggest that the positive effect of utilisation practices (i.e. practices aimed at enabling employees to make full use of existing but not necessarily applied individual resources) on engagement is greater when chronically ill employees perceive a discrimination-free work environment.

Originality/value

The study highlights those HR bundles that have the capacity to positively affect the work engagement of chronically ill employees, a minority group rarely considered in HRM studies. Furthermore, the research identifies perceived discrimination on the grounds of illness as a contextual condition that may hinder the otherwise positive effect of HRM practices on the engagement of workers suffering from a chronic illness.

Details

Employee Relations: The International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0142-5455

Keywords

1 – 10 of over 4000